- otrs - OTRS mailing lists

Empty message body for certain agent views
by Hugh Kelley 05 Oct '10

05 Oct '10

Is it now possible to configure (via Sysconfig) the "message body requirement" for certain views? Specifically, I don't think I need to require message text for simple ownership changes. Hugh

2 1

Same subject line in Zoom ticket
by Pradumna Maheshwari 05 Oct '10

05 Oct '10

What should be the value given to " Ticket::Frontend::AgentTicketNote###Subject: "in order to capture original subject of the ticket ? Currently its " $Text{"Note"} ". I have tried "$Article{"Subject"}", "$Data{"Subject"}", "$GetParam{"Subject"} ", "$QData{"Subject"}"........but none is working. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Excluding certain queues on the dashboard
by Straccialano, Rosanna 05 Oct '10

05 Oct '10

Can somebody please tell me if there is a way to exclude a certain queue from showing in the 'ALL' section of the dashboard in 'new' and 'open'. Thanks for your help.

2 1

change color of ticket on customer update in agent ticket view ?
by Daniel Maher 05 Oct '10

05 Oct '10

Hello, Our implementation of OTRS is largely web-only, and does not send out email alerts for the most part. This works very well for us, but a side effect is that it can be difficult for an agent to know that a ticket has been updated by a customer, as it is not evident in the StatusView (the most commonly used view in our environment). I am curious to know if there is a way to, say, change the background colour of a ticket's row in StatusView if it has been updated by a Customer, and _hasn't_ been subsequantly updated by an Agent (whereupon the colour would ostensibly return to normal). I realise that there probably isn't an easy solution, but i thought i'd ask the question anyways, just in case somebody has already done something like this. Thank you, and have a good day. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince

2 2

Survey body should come in HTML
by Pradumna Maheshwari 04 Oct '10

04 Oct '10

Hello, The Notification body of Survey is coming in Plain text instead of HTML, How to convert it into HTML..? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Problem with encoding
by Dmitriy Behterev 04 Oct '10

04 Oct '10

Hello all! I have installed otrs 2.4.7 and I have problem with sending e-mail: in e-mail (only headers are affected) some non-English letters transform into "??" but other is normal. My environment: FreeBSD 7.3 (KOI8-R), Perl 5.10. For example, one of my Subject (as is): "Subject: [Ticket#016]=?UTF-8?Q?=20=D0=BD=D0=B5=20=D0=BF=D0=B5=D1=87=D0=B0=D1=82=D0=B0?= =?UTF-8?Q?=D0=B5=D1=82=20=D0=BF=D1=80=D0=B8=D0=BD=D1=82=D0=B5=D1?= =?UTF-8?Q?=80?=" What should I do to repair this problem? Thanks.

1 0

sentmail problem?
by battulga.g 04 Oct '10

04 Oct '10

Hi all I using otrs for notification. But Can receive mail. Can't send mail. Maillog Oct 4 15:54:18 ticketing-system sendmail[9912]: o947sIpN009912: to=mailuser@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34489, relay=[127.0.0.1] [127.0.0.1] , dsn=2.0.0, stat=Sent (o947sIZ3009913 Message accepted for delivery) Oct 4 15:54:18 ticketing-system sm-mta[9915]: o947sIZ3009913: to=<mailuser@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34747, relay=domainname. [192.168.0. 141], dsn=4.0.0, stat=Deferred: Connection refused by domainname. Oct 4 15:54:19 ticketing-system sendmail[9916]: o947sJ1N009916: Authentication-Warning: ticketing-system: www set sender to <> using -f Oct 4 15:54:19 ticketing-system sendmail[9916]: o947sJ1N009916: from=<>, size=4486, class=0, nrcpts=1, msgid=<1286178859.809250.491652268@ticketing-system@hostdomain>, relay=www @localhost Oct 4 15:54:19 ticketing-system sm-mta[9917]: o947sJDH009917: from=<>, size=4743, class=0, nrcpts=1, msgid=<1286178859.809250.491652268@ticketing-system@hostdomain>, proto=ESMTP , daemon=Daemon0, relay=localhost [127.0.0.1] Oct 4 15:54:19 ticketing-system sendmail[9916]: o947sJ1N009916: to=mailuser@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34486, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (o947sJDH009917 Message accepted for delivery) Oct 4 15:54:19 ticketing-system sm-mta[9919]: o947sJDH009917: to=<mailuser@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34743, relay=domainname. [192.168.0.1 41], dsn=4.0.0, stat=Deferred: Connection refused by domainname. Oct 4 15:54:20 ticketing-system sendmail[9920]: o947sKmt009920: Authentication-Warning: ticketing-system: www set sender to <> using -f Oct 4 15:54:20 ticketing-system sendmail[9920]: o947sKmt009920: from=<>, size=4480, class=0, nrcpts=1, msgid=<1286178859.990732.733990224@ticketing-system@hostdomain>, relay=www @localhost Oct 4 15:54:20 ticketing-system sm-mta[9921]: o947sKG3009921: from=<>, size=4735, class=0, nrcpts=1, msgid=<1286178859.990732.733990224@ticketing-system@hostdomain>, proto=ESMTP , daemon=Daemon0, relay=localhost [127.0.0.1] Oct 4 15:54:20 ticketing-system sendmail[9920]: o947sKmt009920: to=munkhzul@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34480, relay=[127.0.0.1] [127.0.0.1], d sn=2.0.0, stat=Sent (o947sKG3009921 Message accepted for delivery) Oct 4 15:54:20 ticketing-system sm-mta[9923]: o947sKG3009921: to=<munkhzul@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34735, relay=domainname. [mailDNS-IP ], dsn=4.0.0, stat=Deferred: Connection refused by domainname. Oct 4 15:54:21 ticketing-system sendmail[9924]: o947sLU4009924: Authentication-Warning: ticketing-system: www set sender to <> using -f Oct 4 15:54:21 ticketing-system sendmail[9924]: o947sLU4009924: from=<>, size=4474, class=0, nrcpts=1, msgid=<1286178860.245899.590153795@ticketing-system@hostdomain>, relay=www @localhost Oct 4 15:54:21 ticketing-system sm-mta[9925]: o947sLEV009925: from=<>, size=4727, class=0, nrcpts=1, msgid=<1286178860.245899.590153795@ticketing-system@hostdomain>, proto=ESMTP , daemon=Daemon0, relay=localhost [127.0.0.1] Oct 4 15:54:21 ticketing-system sendmail[9924]: o947sLU4009924: to=mailuser@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34474, relay=[127.0.0.1] [127.0.0.1], dsn =2.0.0, stat=Sent (o947sLEV009925 Message accepted for delivery) Oct 4 15:54:21 ticketing-system sm-mta[9927]: o947sLEV009925: to=<mailuser@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34727, relay=domainname. [mailDNS], dsn=4.0.0, stat=Deferred: Connection refused by domainname. Oct 4 15:59:44 ticketing-system sendmail[9946]: o947xi6D009946: Authentication-Warning: ticketing-system: www set sender to <> using -f Oct 4 15:59:44 ticketing-system sendmail[9946]: o947xi6D009946: from=<>, size=4478, class=0, nrcpts=1, msgid=<1286179184.320208.756466803@ticketing-system@hostdomain>, relay=www @localhost Oct 4 15:59:44 ticketing-system sm-mta[9947]: o947xikw009947: from=<>, size=4736, class=0, nrcpts=1, msgid=<1286179184.320208.756466803@ticketing-system@hostdomain>, proto=ESMTP , daemon=Daemon0, relay=localhost [127.0.0.1] Oct 4 15:59:44 ticketing-system sendmail[9946]: o947xi6D009946: to=mailuser@domainname, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=34478, relay=[127.0.0.1] [127.0.0.1] , dsn=2.0.0, stat=Sent (o947xikw009947 Message accepted for delivery) Oct 4 15:59:44 ticketing-system sm-mta[9949]: o947xikw009947: to=<mailuser@domainname>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=34736, relay=domainname, dsn=5.1.2, stat=Host unknown (Name server: domainname: no data known) BR, Battulga.g

1 0

Search templates in Beta 4
by Hugh Kelley 01 Oct '10

01 Oct '10

I'm not sure if this a bug or user error, but I can't get a search template to save its fields. My steps: 1) Click the search button 2) Click "Create New" 3) Type in a template name 4) Add two filter criteria; owner and state, for example 5) Hit Create New Template 6) Run search, results are returned. 7) Click the search button again, the template is there but the fields/attributes are gone. Hugh

2 3

Statistics
by DM_Julio Angulo 01 Oct '10

01 Oct '10

Hi, i have all the modules ITSM installed and in a statistical i want to see how ticket escalated this month but do not understand well as any aid is grateful. Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

Possible Issues with Red Hat Enterprise Linux
by Steve Durbin 01 Oct '10

01 Oct '10

We’re running OTRS on Red Hat Enterprise Linux and this week PDF production suddenly stopped working. This may be due to local configuration, but in case others are experiencing it thought I’d better log it with the OTRS mailing list. Aside from the PDF failing, $OTRS_HOME/bin/otrs.checkModules also reported that CGI was out-of-date, SOAP::Lite wasn’t present and gave null string errors on some of the modules. This was completely clean last week! We traced it back to the automated (yum) updates, which had overwritten certain Perl modules, breaking Compress:Zlib and Scalar::Util You can test for the latter by running perl -MScalar::Util=dualvar -e 1 This should return no errors; you’ve got the problem if you get a message saying dualvar isn’t supported. The Compress::Zlib one breaks CPAN which makes it rather hard to fix things! The error is an undefined subroutine for compress::Zlib::gzopen. We worked around the issue by downloading IO-Compress-2.030 from CPAN and compiling it (and any pre-requisites) by hand. This fixed CPAN so we could do a force install on Scalar::Util, CGI and SOAP::Lite to get everything else working, after reloading Apache. $OTRS_HOME/bin/otrs.checkModules can be used to check all is well again. I’ve added the line; exclude=*perl* to /etc/yum.conf which hopefully will stop it doing this again, although it obviously means we’ll have to do Perl upgrades by hand when needed… Be interested to hear if others have had this experience! -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk ________________________________ E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

1 0

Multiple Dashboards
by Straccialano, Rosanna 01 Oct '10

01 Oct '10

Hi all, I was wondering if it was possible to have multiple dashboard views in OTRS. I have created a queue called 'projects' and I don't necessarily want to see this on my main dashboard, is there a way to have maybe a separate dashboard for those? Or removing them from the main dashboard? Thanks for your help in advance. Rosanna

1 0

Re: [otrs] Ticket Creation from SMS
by Roy Kaldung 01 Oct '10

01 Oct '10

> Is it possible to create a ticket from SMS? > > > > e.g. Someone SMS to a particular number and then a ticket should be > created > based on that. Replied to customer on mail/sms. > > Tracking can be from OTRS. Hi, creating a ticket by a received sms is not a big task. You can use e.g. SMS Tools 3 (http://smstools3.kekekasvi.com/) for receiving sms and trigger a script for each received sms. The script can create tickets via the soap interface. hth, Roy

1 0

Ticket Creation from SMS
by Darshak Modi 01 Oct '10

01 Oct '10

Is it possible to create a ticket from SMS? e.g. Someone SMS to a particular number and then a ticket should be created based on that. Replied to customer on mail/sms. Tracking can be from OTRS.

1 0

Pasting Images in Ticket Replies
by Hugh Kelley 01 Oct '10

01 Oct '10

When I reply to a ticket via Firefox, I seem to be able to paste images in the body of the message. Under IE, this does not work. Is this an OTRS feature or some FF add-on that is enabling it? I assume it is within OTRS since the tool knows to upload the image to the /otrs/ index.pl?Action=PictureUpload handle (which makes it an attachment of the article). Hugh

2 1

Byte order is not compatible at ..\..\lib\Storable.pm
by Hugh Kelley 01 Oct '10

01 Oct '10

A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard. I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article. Has anyone seen this before? *** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\ index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl is compiled and 848207 minutes old. Precompiler: Executing Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128 PerlEx: Execute returned: -1 The only related looking message I see in the OTRS log is: [Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content!

2 7

OTRS:ITSM - Change Management How-To?
by Armando Ortiz 30 Sep '10

30 Sep '10

I'm trying to work with the CM part of the ITSM and having a little difficulty understanding exactly how it works. Could someone post a quick start with a simple change management scenario? --------------- CONFIDENTIALITY WARNING: This email may contain privileged or confidential information and is for the sole use of the intended recipients. Unauthorized disclosure or use of this communication is prohibited. If you believe that you have received this email in error, please notify the sender immediately and delete it from your system. EXPORT WARNING: These commodities, technical data or software may be subject to the export control of either the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR) and may not be exported without the authorization of either the Department of State or the Department of Commerce prior to export. Export includes disclosure and or access to Commodities, technical data or software by foreign nationals whether located in the United States or Abroad. This requirement applies equally to foreign national employees of U.S. Companies and their foreign subsidiaries.

1 0

PostMaster.pl
by Andrew Meyer 30 Sep '10

30 Sep '10

I am having some issues with OTRS 3.0b4 (fedora 13) - PostMaster.pl I want it grab email every minute. Do I need to put a cronjob in place? Is there somewhere in OTRS to set this up? Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

3 4

How to show owner icon in 3.0 dashboard?
by Hugh Kelley 30 Sep '10

30 Sep '10

I'm having a bit of sysconfig amnesia. One day I decided to hide the "owner" icons in the top row of the dashboard. Now I want to put it back (but can't find the setting in sysconfig). Does anybody remember what option this is? Hugh

1 0

Move ticket from queue to queue after OTRS has got a followup
by Ruslan 30 Sep '10

30 Sep '10

Hi! I need OTRS move ticket from one queue to another after recieving a followup from a client. For example, we have queue A and queue B. The ticket is open and is in queue B. I need OTRS move it automaticaly to queue A after client's followup. I tried to use PostMaster Filter. But X-OTRS-FollowUp-Queue doesn't move ticket. For example just for test I do the following: 1. Create new filter in PostMaster Filter Management. Let it be "My filter". 2. In Header 1 I choose From. 3. In Value field I put EMAILADDRESS:<my current email> 4. In set group of fields I choose Header 1: X-OTRS-FollowUp-Queu 5. In Value: The name of the queue to move ticket in. (I tried also queue id, different queue names and so on). OTRS won't move the ticket. What's wrong? -- With best regards, Ruslan

1 0

Same ticket subject in all
by Pradumna Maheshwari 29 Sep '10

29 Sep '10

Kindy tell me, how to get capture original ticket's Subject in all the external notes from Zoom ticket. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

stadistics
by DM_Julio Angulo 29 Sep '10

29 Sep '10

Hi, Should i take into account to create a statistics that i reflects the time of customer of a ticket Julio Cesar Angulo Quiroz

1 0

Regular Expression for Filter
by Pradumna Maheshwari 29 Sep '10

29 Sep '10

Hello all.. I have a Post Master filter to ignore the mails that contain Subject starting with "Out of Office AutoReply:", then can have anything after this. I have Header 1 as 'Subject', so what should be the regular expression for 'Value'...? In "Set" option, I am setting Header 1 as 'X-OTRS-Ignore' and Value as 'yes'...is it fine..? thanks.... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

CurrentTimestampCheck - Oracle - Otrs 2.4.8
by Enrico Papi 29 Sep '10

29 Sep '10

Hi all, we have successfully installed OTRS 2.4.8 on CentOS 5.5 with Oracle 10.2.0.24 as DB. After the checking the correct permission on /opt/otrs tree, adding oracle related lines in Config.pm and checking all perl modules are ok, we have the following problem when accessing to "Support Assessment" in the Admin panel. Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs//Kernel/System/DB.pm line 622. I want to underline this is not the first time we deploy otrs on this oracle installation and with otrs 2.4.7 and itsm 2.0.3 all worked well with the same Config.pm. Obviously the database it is not the same but a new empty one. I've analyzed the log/http/error_log and after i try to access to "Support Assessment" the following errors are added: [Tue Sep 28 16:58:47 2010] -e: DBD::Oracle::db prepare failed: ORA-00923: FROM keyword not found where expected (DBD ERROR: error possibly near <*> indicator at char 24 in 'SELECT current_timestamp<*>') [for Statement "SELECT current_timestamp"] at /opt/otrs//Kernel/System/DB.pm line 550. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Sep 28 16:58:47 2010 Message: ORA-00923: FROM keyword not found where expected (DBD ERROR: error possibly near <*> indicator at char 24 in 'SELECT current_timestamp<*>'), SQL: 'SELECT current_timestamp' Traceback (3626): Module: Kernel::System::Support::Database::oracle::_CurrentTimestampCheck (v1.20) Line: 273 Module: Kernel::System::Support::Database::oracle::AdminChecksGet (v1.20) Line: 66 Module: Kernel::System::Support::Database::AdminChecksGet (v1.12) Line: 151 Module: Kernel::System::Support::AdminChecksGet (v1.43) Line: 157 Module: Kernel::Modules::AdminSupport::Run (v1.28) Line: 297 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 These error messages are almost always associated with the followings: -e: Use of uninitialized value in int at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 70. -e: Use of uninitialized value in int at /opt/otrs//Kernel/Output/HTML/DashboardUserOnline.pm line 74. _-e: utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/Config.pm line 161, <$In> chunk 1._ -e: DBD::Oracle::st execute failed: ORA-01861: literal does not match format string It look like the problem is related to Oracle timestamps. Although we had added the correct options in our Config.pm $ENV{'ORACLE_HOME'} = '/opt/oracle/oracle/product/10.2.0/db_1'; $ENV{'NLS_LANG'} = "italian_italy.utf8"; $ENV{'NLS_DATE_FORMAT'} = 'YYYY-MM-DD HH24:MI:SS'; this is not working. Anyway, we finally tried to install ITSM 2.0.3 on top of this otrs development. After that we have many other error/warnings related to oracle/db timestamp/date with many otrs function, completely different from "support assessment". So we think it is a problem in some basic function. Someone else have the same problem? Any ideas? thx in advance.

2 2

Email text format
by Pradumna Maheshwari 28 Sep '10

28 Sep '10

Hello All... Kindly tell me, how to make various email responses in one format (plain text or html) ? As because now, sometimes its comes as Plain Text and sometime in HTML... Thanks...... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Proven Configurations for OTRS, IIS and Strawberry Perl ?
by Hugh Kelley 28 Sep '10

28 Sep '10

Does anyone have advice on the best way to deploy OTRS under IIS 7.x with Strawberry Perl? I'm unfamiliar with Fast CGI, but that seems to be a possible approach. I have been using ActivePerl's PerlEx up to this point but between the differences in CPAN offerings and a recent timezone but I found, I think it's work the trouble for me to learn the more about Strawberry Perl. Hugh

2 5

Creative Uses of MOTD?
by Hugh Kelley 28 Sep '10

28 Sep '10

Has anybody done any exciting or clever stuff with Message of the Day? If you have made some AJAX/SOAP type integration with another data source (or maybe OTRS itself) I'd love to see your examples. Would that sort of thing be better done in DashboardMOTD.pm or as script code embedded in motd.dtl? Hugh

1 0

Add Service field
by Pradumna Maheshwari 28 Sep '10

28 Sep '10

Hello all.. I would like to add, " Service " field in 'Note' link of Zoom ticket. What I need to add in 'AgentTicketNote.dtl ? Do I need to update both '.dtl' and '.PM' files..? Thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Back Up???
by Joseph Thomas 28 Sep '10

28 Sep '10

Hello, currently i am using OTRS 2.4.7.it sounds good.only thing is i dont no how to take backup of this.can any one help me please. -- Regards, *JOSEPH THOMAS *| Associate Network Administrator

3 2

Feature of OTRS 2.4.7 ?
by Claudio Prono 27 Sep '10

27 Sep '10

Hello all, I use OTRS version 2.4.7-01 on OpenSuse 11.3 with apache apache2-2.2.15-3.7 and apache2-mod_perl-2.0.4-45.1. I have some questions.... 1) Is possible to make a custom answer without quoting the text of the previous request? Automatically the previous message was quoted when i use a custom answer... and seems there is no way to toggle this from the admin options... i am wrong? 2) Is possible to send a mail to the customer, when him changes his password from his preferences? 3) OTRS can take automatically customers data from an external MYSQL database? Cordially, Claudio Prono. -- -------------------------------------------------------------------------------- Claudio Prono OPST System Developer Gsm: +39-349-54.33.258 @PSS Srl Tel: +39-011-32.72.100 Via San Bernardino, 17 Fax: +39-011-32.46.497 10141 Torino - ITALY http://atpss.net/disclaimer -------------------------------------------------------------------------------- PGP Key - http://keys.atpss.net/c_prono.asc

1 0

show escalation solution time on statusview
by Leonardo Certuche 26 Sep '10

26 Sep '10

Hello there! Our customer would love to see Escalation Solution Time on his StatusView instead of Age. I tried to insert it using the same variables that appear at AgentTicketZoom.dtl (SolutionTimeHuman and SolutionTimeWorkingTime) but they show nothing. Is there any way to show Escalation Solution Time on AgentTicketOverviewSmall.dtl with human time? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 1

SOAP API no autoresponse
by monotek＠gmx.net 24 Sep '10

24 Sep '10

Hallo Peter. Besser spät als nie... Beim Artikel unter Loop noch folgnedes hinzufügen... "AutoResponseType", 'auto reply', "OrigHeader", array( 'From' => $customer_from, 'To' => $queue, 'Subject' => $subject, 'Body' => $body ), -- Mit freundlichen Grüssen monotek(a)gmx.net

1 0

Agent stats
by Hiren Joshi 24 Sep '10

24 Sep '10

Hi, I'm trying to get stats broken down by agent at the end of each day, I'm looking for: Emails sent Replies received Number of tickets set to pending Number of tickets set to closed and just for completeness, the number of state changes to any ticket by the agent. Emails sent: select th.change_by as user_id, count(change_by) as emails_sent from ticket_history th where th.change_time < '2010-09-24' and th.change_time >= '2010-09-23' and th.history_type_id in (select id from ticket_history_type where name = 'SendAnswer' ) group by change_by Would this be correct? Replies recived: select t.change_by as user_id, count(t.change_by) as replies_recived from article art left join ticket t on (art.ticket_id = t.id) where art.article_type_id in (select artt.id from article_type artt where artt.name = 'email-external') and t.queue_id in (select q.id from queue q) and t.ticket_state_id not in (select ts.id from ticket_state ts where ts.name = 'new') and art.change_time < '2010-09-24' and art.change_time >= '2010-09-23' and art.article_sender_type_id in (select ast.id from article_sender_type ast where ast.name = 'customer') group by t.change_by Does this look correct? I think this shows against the ticket's current owner but I could be wrong. Number of tickets set to pending: select change_by as user_id, count(change_by) as pending_set from ticket t where t.queue_id in (select q.id from queue q) and t.ticket_state_id in (select ts.id from ticket_state ts where ts.name like 'pending auto close%') and t.change_time < '2010-09-24' and t.change_time >= '2010-09-23' group by change_by The numbers here seem a lot lower than I would expect. Number of tickets set to closed: select change_by as user_id, count(change_by) as closed_set from ticket t where t.queue_id in (select q.id from queue q) and t.ticket_state_id in (select ts.id from ticket_state ts where ts.name like 'closed%') and t.change_time < '2010-09-24' and t.change_time >= '2010-09-23' group by change_by Like the pending one, the numbers seem low. What am I doing wrong? Can someone help? Thanks, Josh.

1 0

hide login name from owner selection
by Leonardo Certuche 24 Sep '10

24 Sep '10

Hello there! On the environment we're currently deploying OTRS on, National Identification Number is used as login name. They're happy about that but it seems like there's a security flag for showing that information on the change owner screen. I was looking at the code of the DTL file and it reads a variable called $Data{"OwnerStrg"}, which brings login, first name and last name. Is there any way to hide login so it only shows last name and first name? Thanks! Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 1

REG : Problem in Fetching mail from OTRS
by vijay dahiya 24 Sep '10

24 Sep '10

Dear All, After putting the Ignore rule in the OTRS , i started getting the mail but after few mail i am getting the following error : [Thu Sep 23 11:16:30 2010][Notice][Kernel::System::MailAccount::POP3::_Fetch] POP3: Fetched 1 email(s) from otrs(a)bbkindia.com/10.4.0.16. [Thu Sep 23 11:17:18 2010][Error][Kernel::System::MailAccount::POP3::_Fetch][152] POP3: Can't process mail, email no 1 is empty! Please let me know how to resolve the same , even after removing the rule i am getting same error . Regards Vijay

2 2

Ticket Pending Reminder
by Pradumna Maheshwari 23 Sep '10

23 Sep '10

Is there any relation between Escalation of ticket and SLA with the Pending Reminder. As we have made all escalations zero and also no SLA is there, is this a reason for Agent are not getting reminders..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Difference in CustomerGroupAlwaysGroups and CustomerGroupSupport
by Pradumna Maheshwari 23 Sep '10

23 Sep '10

Hello , Can anyone tell me the exact difference between these two..? What should be use when..? What to do for this example: Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. Thanks a lot..... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Re: [otrs] How to create our own report
by Ferdinandus Rudijanto 22 Sep '10

22 Sep '10

I found New Report link when I edited an existing report. That's great. I'm able to create a report now. But is there a way to group the list based on certain field, e.g. List of Request Grouped by Customer? ------Original Message------ From: Alan To: frudijanto(a)yahoo.com To: User questions and discussions about OTRS. Subject: Re: [otrs] How to create our own report Sent: Sep 22, 2010 9:08 PM On Tue, Sep 21, 2010 at 5:23 PM, Ferdinandus Rudijanto <frudijanto(a)yahoo.com> wrote: > I want to create our own report. I really appreciate any body who can provide the info on this. > > Regards > Rudi Perhaps you can describe what kind of report you want to create. OTRS can generate many kinds of reports for you, but in some cases you have to write your own queries / scripts to do it. Alan

1 0

error No TicketID is given
by DM_Julio Angulo 22 Sep '10

22 Sep '10

anyone know the meaning of this error: I see in the logs [Error][Kernel::Output::HTML::Layout::Error][1416] No TicketID is given! Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

otrs delete email boxes
by DM_Julio Angulo 22 Sep '10

22 Sep '10

Hi team, i have configured OTRS to download e-mail using imap but does not create ticket and eliminates this emails from the inbox, Question: how i repair; to create tickets, and not delete messages?. Tnx all Julio Cesar Angulo Quiroz Telf.: 997066155

4 5

How to create our own report
by Ferdinandus Rudijanto 22 Sep '10

22 Sep '10

I want to create our own report. I really appreciate any body who can provide the info on this. Regards Rudi

2 1

LDAP Config and 3.0
by Vance Walsh 22 Sep '10

22 Sep '10

I discovered the issue. As we use FirstClass for our email server it doesn't integrate with Active Directory for Email data, which means none of our Email fields are populated. When I added the email fiend correctly tyo matcxh our email server for a pair of accounts it worked. I will script out a fill of this field from our email server DB and it should correct this issue. This does lead me to one question. How do I now login with admin credentials to setup the groups in question. I suspect the easiest way is to remove the config I just added and login as root@localhost as this ability goes away once the LDAP authentication is added. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass.

1 0

Re: [otrs] mismatch between active directory and local backendauthentication
by Florian Houel 22 Sep '10

22 Sep '10

Hi Sebastien, Unfortunately we don't use AD right now to authenticate in OTRS, but that's true I'm also a French speaking guy. The mail archive shows this error in 2004 (related to a bug in 1.2.1) but also recently, probably linked to a character set issue. I imagine that the SQL INSERT request could be partially malformed due to some quote/apostrophe. Did you notice any change between the submitted ticket (on the screen when your customer clicks "submit") and the resulting ticket recorded in OTRS, especially in the subject, for instance with accentuated characters? Please gurus, correct me if I'm wrong. I imagine (yes, once again, like Lennon) that the DB user that creates the article can be different when AD in ON or OFF. I mean, it may be the same DB user but with a different character set, for instance. Does it make any sense ? Florian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : mardi 21 septembre 2010 08:44 À : otrs(a)otrs.org Objet : [otrs] mismatch between active directory and local backendauthentication Good morning, list, I have a problem, but my knowledge with MySQL and Perl is very limited. I try to explain what happens. When I have a local customer backend, my customer can create a new ticket on the customer interface, all is good (the ticket is created on the agent interface, and mail is send to this agent to aware there are a new ticket). When I configure Active directory authentication for my customer, I see all active directory users' on the Agent interface, the customer can login on the Interface web (that is good). But when the customer create a new ticket and click to summit he have this screen with this error :" Erreur: Can't get ArticleID from INSERT!" (I Have the same message in apache Log) . He need to close his Internet Browser and re logon to see his Ticket. All the same the ticket is created for the Agent (on the Agent interface)in the correct Queue; but the agents not receive an email to aware them " there are a new ticket in this file". I thinks perhaps is a problem with OTRS (or active Directory) which need to create an entry in MySQL database. Anybody have an ideas? (thanks in advance), I hope my mail is clear (sorry for my English) King regards Sébastien Bory Administrateur réseaux

1 0

Linking config items with incidents, problems, change, etc.
by niklas.johansson＠knowit.se 22 Sep '10

22 Sep '10

Hello, How do I link incidents, problems and changes with config items? It would be good to get statistics showing how many incidents are related to different config items. Also, is it possible to link service to what components they are built up from? Thanks and Regards, Niklas

2 1

LDAP COnfig and 3.0
by Vance Walsh 22 Sep '10

22 Sep '10

After some fiddling I think I am close In my log for otrs [Tue Sep 21 12:34:13 2010][Notice][Kernel::System::Auth::LDAP::Auth] User: vwalsh (CN=Vance Walsh,OU=Adults,DC=public,DC=concordacademy,DC=org) authentication failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece ' (REMOTE_ADDR: 127.0.0.1). [Tue Sep 21 12:34:13 2010][Error][Kernel::System::User::UserLookup][737] No UserID found for 'vwalsh'! Where should I be looking to resolve this? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass.

3 3

Re: [otrs] Attachments files
by "LQ Marshall" 21 Sep '10

21 Sep '10

> Is there any way to change this option and move this content to the FS > (if the DB grows too large) on an existing system? I think there in a script to do this. Look on your server's script directory; it was documented. L. Marshall lMarshall(a)iNetSpace.net (o) 919.866.3195 (m) 919.796.3949 -- Sent from my mobile device

1 0

notification using GenericAgent
by DM_Julio Angulo 21 Sep '10

21 Sep '10

hi, I want send a notice to be met before an escalation using to GenericAgent, question: what the command go in the textarea? or is for some other reason not send theemail. Thanks for your answer Julio

2 2

deleting ticket
by DM_Julio Angulo 21 Sep '10

21 Sep '10

Hi, I know which is the procedure to delete a ticket created by error, which does not generate statisticsthanks for the help Julio Cesar Angulo Quiroz Technical Support Infraestructure & Operations Equifax Zorzales 160, piso 9 San Isidro, Lima - Perú

6 6

Attachments files
by PREF31 OTRS 21 Sep '10

21 Sep '10

Hi, Can someone tell me where are the attachments files ? Thanks Claude

3 3

How does it count closed and created tickets
by Debora Blass 21 Sep '10

21 Sep '10

Hi, how does the OTRS count "closed" and "created" tickets ?? LG, Debbie

1 0

mismatch between active directory and local backend authentication
by Sebastien Bory 21 Sep '10

21 Sep '10

Good morning, list, I have a problem, but my knowledge with MySQL and Perl is very limited. I try to explain what happens. When I have a local customer backend, my customer can create a new ticket on the customer interface, all is good (the ticket is created on the agent interface, and mail is send to this agent to aware there are a new ticket). When I configure Active directory authentication for my customer, I see all active directory users on the Agent interface, the customer can login on the Interface web (that is good). But when the customer create a new ticket and click to summit he have this screen with this error : Erreur: Can't get ArticleID from INSERT! (I Have the same message in apache Log) . He need to close his Internet Browser and re logon to see his Ticket. All the same the ticket is created for the Agent (on the Agent interface)in the correct Queue; but the agents not receive an email to aware them there are a new ticket in this file. I thinks perhaps is a problem with OTRS (or active Directory) which need to create an entry in MySQL database. Anybody have an ideas? (thanks in advance), I hope my mail is clear (sorry for my English) King regards Sébastien Bory Administrateur réseaux

1 0

LDAP config and 3.0
by Vance Walsh 20 Sep '10

20 Sep '10

Is the config for LDAP to a windows 2003 or 2008 server the same as 2.4? I am having some troubles getting OTRS to either populate it's customer base with LDAP or allow access by User Group. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass.

2 1

search ticket closed by agent
by Rupp Timo 20 Sep '10

20 Sep '10

Hi, is there any possibility to find all tickets closed (or edited) by a specified agent on a specified date? I didn't find anything in documentation or mailing list history ... Thx for your suggestions - Timo

3 4

Ticket tag ; free text "content" instead of "key" ?
by Daniel Maher 20 Sep '10

20 Sep '10

Hello, The OTRS documentation lists a number of possible tags that can be included in notification emails. A series of tags are related to FreeText (see ref.), which will display the key value for a given FreeText item. For example, given : TicketFreeKey1 ; key = locale, content = Localisation TicketFreeText1 ; key = ca, content = Canada Result : <OTRS_TICKET_TicketFreeKey1> will be "locale" <OTRS_TICKET_TicketFreeText1> will be "ca" What i would like is a tag that displays the content (i.e. "Localisation" and "Canada", in the given example). Does such a tag exist ? If not, can such behaviour be enabled or added somehow ? Thank you. ref. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince

1 0

Torsten.Thau@cape-it.de
by Pradumna Maheshwari 19 Sep '10

19 Sep '10

Hello All, Can you please tell me, how to add various details of users from Active Directory to OTRS system..? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Queue get disappear after changing its name
by Pradumna Maheshwari 19 Sep '10

19 Sep '10

Hello All, My problem is, When I am changing queue name from 'Queue' of Admin module. After this the updated queue get disappear from Customer Interface. What to do..? Thanks in advance.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

A quick search field for ticket number?
by Wes Plate 19 Sep '10

19 Sep '10

One of my users just asked me again if OTRS could have a quick search function to search for a ticket number. We also we phpbugtracker, a great free bug tracker, and on every page there is a "Find bug" field in the upper right. All you need to do is enter a bug number up there and immediately go to that bug. But in OTRS we need to perform more clicks and travel through an awkward search form. Can this be added to the feature request list for 3.0? We are currently on 2.3.3. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

5 4

Different Queue for different Customer
by Pradumna Maheshwari 19 Sep '10

19 Sep '10

Hello all... How to display different queues to different Customer ? Example : Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. How to do..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Show levelwise Services in Agent Interface
by Pradumna Maheshwari 19 Sep '10

19 Sep '10

Hello All, I want to ask that is there any relation between Services and Queues..? Is it possible to create level wise display of Services while creating a new ticket for Agent Interface? i.e. 1st level of services, followed by respective 2nd level of services, then 3rd level... Any help is appreciated... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Windows Server Time Zone
by Hugh Kelley 17 Sep '10

17 Sep '10

Our staff work in multiple time zones so I need to store all ticket data in UTC. I believe I have identified the options I want: - On the server, include $ENV{TZ}='UTC'; in config.pm - In the SysConfig, Core::Time , TimeZoneUserBrowserAutoOffset is set to Yes >From what I can see, the $ENV{TZ}='UTC'; setting is not taking effect in my environment. - Windows Server 2008 - ActiveState Perl Has anyone seen this configuration work before? Is there a page in OTRS that shows the "system clock"? Hugh

2 8

problema de acceso a servidor mp3
by DM_Julio Angulo 17 Sep '10

17 Sep '10

No puedo acceder al servidor de mp3 Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

How to show filtered levelwise Services in Agent Interface
by Pradumna Maheshwari 17 Sep '10

17 Sep '10

Hello All, I want to ask that is there any relation between Services and Queues..? Is it possible to create level wise display of Services while creating a new ticket for Agent Interface? i.e. 1st level of services, followed by respective 2nd level of services, then 3rd level... Any help is appreciated... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

FAQ installation
by Ferdinandus Rudijanto 17 Sep '10

17 Sep '10

I installed FAQ module in my OTRS localhost environtment. But when I accessed http://localhost/otrs/faq.pl, I got an error. Please help me to get a documentation of setting up FAQ module. Really appreciate for any helps.

2 1

Can users see their own session variables?
by Hugh Kelley 17 Sep '10

17 Sep '10

I'm debugging another timezone issue and have realized that only admin group members can see session data. Is there a way that normal customers or agents could see that data (for the current session only)? Hugh

1 0

Deleting queue contents
by PREF31 OTRS 17 Sep '10

17 Sep '10

Hi, How can I delete all tickets , all history events and all associated files from a queue ? I do tests and I want to clean the database and files before the production time. Thanks Claude

2 2

Re: [otrs] Problem with Customer interface
by Sebastien Bory 17 Sep '10

17 Sep '10

Dear List, I do some test and this error , appear only when I do an authentication and synchronization with LDAP (active directory) for the customer Anybody have an idea why ? thanks Best regards Sébastien Bory De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : lundi 13 septembre 2010 10:52 À : User questions and discussions about OTRS. Cc : otrs-owner(a)otrs.org Objet : [otrs] Probleme with Customer interface Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click to summit he have this page Erreur: Can't get ArticleID from INSERT! and I have the same error in my apache log: [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 13 10:33:39 2010, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Message: Can't get ArticleID from INSERT!, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Traceback (3872): , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl. So when I log to the agent interface the ticket is created, but I dont have any mail to tell me there are a new ticket in this file. Its a mismatch about mail and postmaster Configuration? Thanks for your response Sebastien Bory Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

1 0

Re: [otrs] Connection issues
by Steve Durbin 17 Sep '10

17 Sep '10

Osvaldo, There could be a number of reasons for this, but a common one is that IE is flushing the DNS cache while you're connected; IE8 is known to do this. The fix is a registry change; in Registry Editor, change HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings\DNSCacheTimeout To a value larger than the expiry time of your Kerberos tickets; we use 0x0000a8c0 (decimal 43020). Be aware if you use any form of dynamic DNS on hosts this may affect connectivity; very few people do so it shouldn't be an issue, but it needs mentioning. Microsoft support article http://support.microsoft.com/kb/263558 - they say you need to change ServerInfoTimeOut as well, we didn't find this necessary. There's an article referring specifically to the error you have at http://support.microsoft.com/kb/899417, but this is 2003-only. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

1 0

Connection issues
by Osvaldo Solano 16 Sep '10

16 Sep '10

Hello: I´m using IE 8 over Windows Vista 32 bits Service Pack 2 connecting to our OTRS 2.4 installation. Constantly the system logs me off. Other users using Windows XP and Windows 7 don´t have the same problem. Anybody knows the reason? Regards Osvaldo Solano

1 0

Configuring Simple Interface for Agents
by niklas.johansson＠knowit.se 16 Sep '10

16 Sep '10

Hello, I know I have read somewhere before that it is possible to configure the interface to some kind of "lite" or simpler look. Now, I cannot find any information about that when googling around. Perhaps I'm using the incorrect words... So, my questions are: 1. It's the Agent's interface that's possible to configure to a simpler look, isn't it? 2. How do I configure this? Thanks and Regards, Niklas

2 3

New ticket notification email to multiple agents
by Erik van Ast 16 Sep '10

16 Sep '10

Hi all, I have set up OTRS months ago and everything works really well, but I found out that notification emails created by new tickets are only send to 1 administrator and we have 2. So today I tried to set OTRS up in such a way that those notifications are send to multiple addresses, but I can't find it. Can anyone help? Can I fill in multiple addresses somewhere or do I need to configure it otherwise? I think the notifications come from the en::Agent::NewTicket notification but I can't find any email addresses there... We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by sending an email to the OTRS system or by creating it on the customers OTRS website... Kind regards, Erik

3 3

Customized Field Validation via JavaScript Functions?
by Hugh Kelley 16 Sep '10

16 Sep '10

Is there any way to add custom JavaScipt functions to the UI? Would this require a new theme? Would it be possible to hook in my own JS file to the "minifier" to accomplish this? I have two use cases in mind: 1. An agent sets a ticket to a status like "waiting for vendor". I would then like to require that the free text field for vendor reference IDs has a value. 2. Some agents would prefer to input time with "tokens", like "1:30" for 1.5 hours, or 5m for five minutes. A JS function could handle these translations. Any ideas? Hugh

2 1

Re: [otrs] otrs Digest, Vol 24, Issue 25
by Erik van Ast 16 Sep '10

16 Sep '10

Hi all, Thank you for your reply Hugh, but we don't use OTRS 3 yet. It's still in BETA I thought? Is there an option to change/configure this in OTRS 2.4.7? And when can we upgrade our OTRS 2.4.7 to the new OTRS 3 (non-BETA)? Kind regards, Erik -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens otrs-request(a)otrs.org Verzonden: woensdag 15 september 2010 17:47 Aan: otrs(a)otrs.org Onderwerp: otrs Digest, Vol 24, Issue 25 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. New ticket notification email to multiple agents (Erik van Ast) 2. OTRS - Bug Tracking Tools (Christoph Ohliger) 3. Re: New ticket notification email to multiple agents (Hugh Kelley) 4. Customized Field Validation via JavaScript Functions? (Hugh Kelley) 5. pending auto close (Tony Haidamous) ---------------------------------------------------------------------- Message: 1 Date: Wed, 15 Sep 2010 13:46:08 +0200 From: "Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> Subject: [otrs] New ticket notification email to multiple agents To: <otrs(a)otrs.org> Message-ID: <80A72F1B1CFF80409D8E422437CEDC9A01EE7517(a)srv03-suzo-03.Suzo.int> Content-Type: text/plain; charset="us-ascii" Hi all, I have set up OTRS months ago and everything works really well, but I found out that notification emails created by new tickets are only send to 1 administrator and we have 2. So today I tried to set OTRS up in such a way that those notifications are send to multiple addresses, but I can't find it. Can anyone help? Can I fill in multiple addresses somewhere or do I need to configure it otherwise? I think the notifications come from the en::Agent::NewTicket notification but I can't find any email addresses there... We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by sending an email to the OTRS system or by creating it on the customers OTRS website... Kind regards, Erik

1 0

I am out this afternoon (09/15) and will be returning only on Monday 09/13
by Sri.Ramadurai＠hitachigst.com 15 Sep '10

15 Sep '10

I will be out of the office starting 09/15/2010 and will not return until 09/16/2010. I will be out this afternoon (09/15) returning to work on Thursday 09/16. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues.

1 0

Getting a specific queue name in a .dtl file?
by Allen, Geoff 15 Sep '10

15 Sep '10

I have created some template buttons which populate AgentTicketPhone with some boilerplate options for our helpdesk agents, and I distribute my custom AgentTicketPhone.dtl amongst my dev, test, and production environments. I have, however, run into a snag. Over time, our queues have not stayed in sync (though I have tried) and some recently-added queues have different numbers on the different environments. So, for example, queue "Network Services:: Network Engineering" has the following values in the "To" picklist: On Test: 50||Network Services::Locate On Prod: 43||Network Services::Locate If I want to set that as the "To" value in one of my buttons, I'd include something like: <input type="hidden" name="Dest" value="50||Network Services::Locate"/> This doesn't work when the value must be different on different environments. Is there any way to parameterize this in the .dtl file, so that the same file can be distributed to across my installations, and always point to the correct queue? The queue is always named the same, but may have a different number, as shown above. Thanks, Geoff

2 1

No notification email sent
by Eric Boudrand 15 Sep '10

15 Sep '10

Hello, We have a problem with OTRS 2.4.7 under a Debian system. The notification emails for the agents are not sent when a new email is coming to a queue. I have dumped the SMTP exchange between the OTRS host and the SMTP relay and I could find : - OTRS system sends MAIL FROM<> - the SMTP relay receives the mail's content - but the SMTP relay closes the exchange with 550 Administrative prohibition In fact, the notification email is sent with an empty FROM field. The SMTP server refuses to deliver it because of SPAM rules. In the configuration system page with "Framework -> Core", I set an existing email in NotificationSenderEmail field. I also added in Kernel/Config.pm $Self->{'NotificationSenderEmail'} = 'XXXX(a)XXXX.com'; How can I configure the sender email for the notification ? Regards. -- Eric Boudrand http://www.thegreenbow.com

1 1

pending auto close
by Tony Haidamous 15 Sep '10

15 Sep '10

Hello, I have a problem with pending auto close tickets, the definition seems correct in Config.pm yet when the ticket reminder time is reached the ticket state is not changed. I check system logs and I find that the event was not detected. Does anyone know how to proceed from there on? What to check? Where to look? Regards, Tony

2 2

OTRS - Bug Tracking Tools
by Christoph Ohliger 15 Sep '10

15 Sep '10

Hi, has anyone an "interface" between OTRS and a Bug Tracking Tool like Mantis implemented ? Looking at the CVS server there will be nothing done in near future. 56 misc (*not scheduled yet - nobody is working on it yet*) 57 - Module Layer for signature, salutation in composing answers 58 - store ticket before sending 59 - AdminQueueList with all config options on one screen 60 -* interfaceing with bugzilla (martin) * 61 - interfaceing with Nagios (http://www.nagios.org/) 62 - interfaceing with ISPMan (http://www.ispman.org/) regards Christoph Ohliger

1 0

3.0 beta ok to use?
by Roland op den Akker 15 Sep '10

15 Sep '10

Hi, We want to use OTRS as our ticketing system. On the website I see that there is a beta version available that looks much better than the 2.x version. Is it safe to use this version already, or would it be better to wait until the version is stable? Thanks in advance. Kind regards, Roland.

4 3

System::Time objects not working
by Alejandra Piedra 14 Sep '10

14 Sep '10

Hello everyone I recently created a stat using the System::Time time functions, and although it worked for long time, now is just not responding. When I try to generate the stat it just stays reloading forever and at the end it throws a misconfiguration message which is not explicit, and when I go into the log, it doesn't show anything. Can anyone help me? María Alejandra Piedra

1 0

Enabling dashboard widges (ticket create and search)
by Jason B. Loven 14 Sep '10

14 Sep '10

OK..So I downloaded and installed the new dashboard widgets for ticket create and ticket search. They didn't show up in the options for the dashboard so I checked in SysConfig and found that the options for them were disabled. I tried to enable them (checking the checkbox) but when I hit the update button both go back to unchecked and I get make them stick. Anyone have any ideas? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

1 0

Re: [otrs] Disable HTML mails
by "LQ Marshall" 14 Sep '10

14 Sep '10

I don't remember the exact location under the SysConfig but if you search the archive (probably for rich text would be good) I asked the question back when 3.x was released. L. Marshall -- Sent from Havelock, NC On Sep 14, 2010 3:35 AM, Daniel Maher <dma+otrs(a)witbe.net> wrote: On 09/14/2010 12:18 AM, Take wrote: > However there's a small feature which I couldn't turn off, so is it > possible to configure OTRS to use only plaintext mails instead of html > ones? HTML doesn't give us any additional perk and most of the times > it's more annoying than useful. While i don't have an answer for your question, i would like to bump it : disabling HTML emails would be great for us as well.

2 1

hide agent email address from customer view
by Daniel Maher 14 Sep '10

14 Sep '10

Hello, I am curious to know if there is a way to hide the agent email addresses from the customer's viewpoint (i.e. customer.pl) ? In particular i am referring to the note tree when a customer zooms in on their ticket, but generally speaking, since all customer interaction occurs via the web interface, i'd rather they never know the email addresses of my agents - period. I do not want to remove or disable email functionality (as we use it for notifications and such internally), nor the requirement for the field itself within OTRS ; i simply want to make sure that customers can't see the email addresses of the agents that are handling their tickets. Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince

1 1

Disable HTML mails
by Take 14 Sep '10

14 Sep '10

Hello. I've just installed an OTRS and it's really impressive tool and it seems to fill our needs quite perfectly. However there's a small feature which I couldn't turn off, so is it possible to configure OTRS to use only plaintext mails instead of html ones? HTML doesn't give us any additional perk and most of the times it's more annoying than useful. Ie. we'd like to use an SMS-gateway for one of our queues, but currently we get the HTML-tags in SMS as well. TIA. -- Take

2 1

OTRS in french
by PREF31 OTRS 13 Sep '10

13 Sep '10

Hi, I use OTRS in french and I translated the web interface by adding some expressions or words translations in the fr.pm file delivered in the installation package. But there are some terms that seem not possible to translate in the fr.pm file So, the actions displayed in the tickets history as "newticket" or "UpdateCustomer" or the days displayed in pdf-edition are not translated. Could someone tell me where should be placed the translations for this ? Regards Claude

2 4

Probleme with Customer interface
by Sebastien Bory 13 Sep '10

13 Sep '10

Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click to summit he have this page Erreur: Can't get ArticleID from INSERT! and I have the same error in my apache log: [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 13 10:33:39 2010, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Message: Can't get ArticleID from INSERT!, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Traceback (3872): , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl. So when I log to the agent interface the ticket is created, but I dont have any mail to tell me there are a new ticket in this file. Its a mismatch about mail and postmaster Configuration? Thanks for your response Sebastien Bory Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

2 2

problem installation on FreeBSD: Function not implemented in Log.pm line 253
by Dmitriy Behterev 12 Sep '10

12 Sep '10

Hello all! I have FreeBSD 7 and I am trying install OTRS 2.4.7. I have tryed install it from ports and also from source. In all cases I have got same result when I get http://localhost/otrs/installer.pl (part of Apache 22 log): [Mon Sep 13 02:17:52 2010] [notice] Apache/2.2.16 (FreeBSD) mod_ssl/2.2.16 OpenSSL/0.9.8e DAV/2 mod_perl/2.0.4 Perl/v5.8.9 configured -- resuming normal operations [Mon Sep 13 02:17:57 2010] -e: Use of uninitialized value in shmctl at /var/www/otrs//Kernel/System/Log.pm line 253. ERROR: OTRS-Installer-10 Perl: 5.8.9 OS: freebsd Time: Mon Sep 13 02:17:57 2010 Message: Can't remove shm for log: Function not implemented Traceback (54437): Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 Module: Kernel::System::Log::new (v1.62) Line: 105 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_bin_cgi_2dbin_installer_2epl::handler (unknown version) Line: 53 Module: (eval) (v1.31) Line: 204 Module: ModPerl::RegistryCooker::run (v1.31) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.31) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Mon Sep 13 02:17:57 2010] -e: Use of uninitialized value in shmread at /var/www/otrs//Kernel/System/Log.pm line 230. Please help me!

1 0

Re: [otrs] Q. about sending notification after phone-ticket have been sent
by Nathan Campbell 12 Sep '10

12 Sep '10

If it doesn't happen automatically you should be able to create a notification event in the admin console Nathan Campbell Manager of Support and Systems Analysis Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 817-966-5232 - cell 214-871-4026 - work -------------------------- Sent from my BlackBerry -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: otrs(a)otrs.org <otrs(a)otrs.org> Sent: Sun Sep 12 11:36:27 2010 Subject: [otrs] Q. about sending notification after phone-ticket have been sent Hello all. I receive notification when e-mail based tickets have been sent. But this doesn't work when agent has created phone-based ticket. What should I do to enable this behaviour? Thank all for answer. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

Q. about sending notification after phone-ticket have been sent
by Dmitriy Behterev 12 Sep '10

12 Sep '10

Hello all. I receive notification when e-mail based tickets have been sent. But this doesn't work when agent has created phone-based ticket. What should I do to enable this behaviour? Thank all for answer.

1 0

OTRS KPI
by Debora Blass 10 Sep '10

10 Sep '10

*My questions:* 1. How does the OTRS count created tickets ?? (are open tickets included ??). Is it possible to count the number of emails received per day ?? 2. How does the OTRS count closed tickets ?? (what about mulitple emails in one ticket and merged tickets ??). Is it possible to count the number of emails sent per day ?? 3. How can I count the average number of emails sent back and forth within a ticket ?? Counting emails received and sent back and forth, it would be interesting if one can count minus the email conversations with the supervisor, so we only get the customer - agent data. 4. How to organise tickets so they show in order of last received email (and not in order of age of ticket) (again if possible minus the supervisor emails) 5. How can I count how great the percentage of emails that were replied to in 48h, 72h and who had to wait the longest (e.g. 9 days) I would be glad if you could help me out or forward my email to some expert. LG, Debbie

1 0

notification
by DM_Julio Angulo 10 Sep '10

10 Sep '10

Hi, can someone explain how OTRS send me a mail when a ticket escalates Julio Cesar Angulo Quiroz Telf.: 997066155

2 1

Notification is not sending to Agent when ticket reaches its pending time
by Pradumna Maheshwari 10 Sep '10

10 Sep '10

Hello All, I have a problem that, the Notification is not sending to Agent when ticket reaches its pending time. I have made Escalation time of all the queues to '0', is that the reason or I need to do something else? Do i need to update Notification Management ? How to use 'bg::Agent::Pending Reminder' as on selecting it and on clicking 'Change' , in 'Type' field only 'bg::' is coming. What to do? Thanks in advance... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

What is First Contact Resolution Rate in OTRS
by Pradumna Maheshwari 10 Sep '10

10 Sep '10

Hello all.. Can anyone explain me what do is the meaning of 'First Contact Resolution Rate' in OTRS ? How to calculate it..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Changing ticket titles
by Bryn Millar 10 Sep '10

10 Sep '10

Hi, just wondering if there is a way to change the title of a ticket? I get a lot of requests with very vague subject lines and would like to be able to identify issues from the ticket queue views... Thanks, Bryn Millar - Systems Administrator Lotus Notes and Incite Support Thiess John Holland 07 3170 1706 - 0432 409 254 _____________________________________________________________________ IMPORTANT - This email and any attachments may be confidential and privileged. If received in error, please contact Thiess and delete all copies. You may not rely on advice and documents received by email unless confirmed by a signed Thiess letter. This restriction on reliance will not apply to the extent that the above email communication is between parties to a contract and is authorised under that contract. Before opening or using attachments, check them for viruses and defects. Thiess' liability is limited to resupplying any affected attachments.

2 1

I am out and will be returning only on Monday 09/13
by Sri.Ramadurai＠hitachigst.com 09 Sep '10

09 Sep '10

I will be out of the office starting 09/09/2010 and will not return until 09/13/2010. I will be out returning to work on Monday 09/13. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues.

1 0

Problem in setting 'CustomerGroupSupport' to No
by Pradumna Maheshwari 09 Sep '10

09 Sep '10

Hello, I am facing a problem. When I set 'CustomerGroupSupport' to No(i.e Default value), from Customer Interface, all the Ticket raised get disappear. Also fields of 'To' and 'Service' do not show any values inside it. What is the problem and how to resolve it. Any help is appreciated. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Q. viewing closed tickets
by Dmitriy Behterev 08 Sep '10

08 Sep '10

Hello! I need to see closed tickets in Dashboard without using search. What should I do to enable this feature? I have OTRS 2.4.7. Thanks all for answer.

1 0

Notifications for Owned/Responsible in other queues
by Broderick Wood 08 Sep '10

08 Sep '10

Is there a setting so that notifications for updates/new messages to tickets that a user owns or is responsible for work whether the ticket is in the users list of preferred queues or not? -- ------------------------------------------------ Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018

1 0

Customer interface
by Sebastien Bory 06 Sep '10

06 Sep '10

Dear all, When i connect to customer interface and i want to open a new ticket i have this message : Erreur: Can't get ArticleID from INSERT! Commentaire: Trace du retour d'erreur: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 6 16:43:33 2010 Message: Can't get ArticleID from INSERT! Traceback (3664): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 Thanks for you answer Best Regards S. bory

1 0

Install 2.4.7
by John Espiro 04 Sep '10

04 Sep '10

Running: CentOS 4 with Apache 2 I had an older version of otrs installed. I deleted the database, and uninstalled the old version. I then installed 2.4.7 from the RPM. Here's what else I did: - ./SetPermissions.sh /opt/otrs otrs apache apache apache - ./otrs.checkModules (OK) - perl -cw cgi-bin/installer.pl (OK) - perl -cw PostMaster.pl (OK) When I go to: https://mydomain.com/otrs/installer.pl, I get: "Internal Server Error". Server logs: apache log: File does not exist: /home/webadmin/mydomain.com/html/otrs suexec.log: command not in docroot (/opt/otrs/bin/cgi-bin/installer.pl) My /etc/httpd/conf.d/otrs.conf is the default one from the setup. Bot really srue how to go from here....

3 5

Back Up and Restore??
by Joseph Thomas 03 Sep '10

03 Sep '10

Hai, can any one help me..... i want to do the back up and restore of OTRS that installed in Windows Server 2008. It will be very helpfull for me. --

3 3

Duda sobre tiempo de una cola
by DM_Julio Angulo 03 Sep '10

03 Sep '10

Hola, tengo una duda sobre tiempo de la cola: 1- ¿El tiempo de actualización se mide desde que se bloquea un ticket?, ¿Es un solo tiempo antes de escalar? O identifica si un agente no agrega info dentro de ese tiempo y por eso escala, 2- ¿El tiempo de solución es absoluto? E inicia el conteo de este tiempo desde la creación de un ticket o desde la apertura del ticket? De antemano muchas gracias por las repuestas. Julio Cesar Angulo Quiroz

2 3

Re: [otrs] Back Up and Restore??
by Nathan Campbell 03 Sep '10

03 Sep '10

If you mean the otrs files then just copy the c:/otrs folder (or whatever your location is)) and simply move them to the new location and adjust your iis or apache setup accordingly. If sql, you'd be better served in a sql specific group or a google search should suffice. Be sure to adjust your kernel/config.pm to account for the new sql server location as well. Good luck Nathan Campbell Manager of Support and Systems Analysis Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 817-966-5232 - cell 214-871-4026 - work -------------------------- Sent from my BlackBerry -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Fri Sep 03 07:39:05 2010 Subject: Re: [otrs] Back Up and Restore?? You've just received a valid response.. On Fri, Sep 3, 2010 at 12:23 PM, Joseph Thomas <jthomas(a)suyati.com> wrote: Dear Team, i want to do the back up and restore of OTRS that installed in Windows Server 2008. its very urgent pls help me soon. -- --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

Re: [otrs] Back Up and Restore??
by jverhoeff＠beckhoff.nl 03 Sep '10

03 Sep '10

Hi, I made some scripts to backup and restore on a W2000 server. See attachments USE IT AT YOUR OWN RISK - NO WARRANTY - NO QUESTIONS - cnage the extention from .txt. to .cmd - To autobackup run it from crontab - The windows installer is needed to restore !!!! Do a testrun before use it in production environment!!!!! Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _____ From: Joseph Thomas [mailto:jthomas@suyati.com] Sent: vrijdag 3 september 2010 11:45 To: User questions and discussions about OTRS. Subject: [otrs] Back Up and Restore?? Hai, can any one help me..... i want to do the back up and restore of OTRS that installed in Windows Server 2008. It will be very helpfull for me. --

1 0

How to reset the Update Time via GenericAgent (3.00)
by Volker Voßkämper 02 Sep '10

02 Sep '10

Hi, Is it possible to reset the update time with generic agent? Thank you Volker

1 0

IP Adress in ticket view (agent)
by Piotr Bartoszuk 02 Sep '10

02 Sep '10

Hi there, How to show IP adress of customer computer (customer who submited ticket) in ticket (agent view) ? - our agents need to know IP adresses I dont want to add FreeTextArea to enter IP adress - it must be done automaticaly Thanks in advance Piotr

1 0

ITSM Stats reports with problems
by Bernardo K Barbon 01 Sep '10

01 Sep '10

Hi, I want to understand how average time response stats works because all ITSM average stats are returning zero. Before any question, I set up the escalation time in SLA module. Thanks, Bernardo K Barbon Pesquisa & Desenvolvimento Fone: (47) 3036-7779 - 3036-7700 <mailto:bernardo.barbon@teclogica.com.br> bernardo.barbon(a)teclogica.com.br <http://www.teclogica.com.br/> http://www.teclogica.com.br/ TECLÓGICA - a extensão de TI da sua empresa UMLCERT_PF Esta mensagem foi enviada pela Teclógica, para uso exclusivo do destinatário, podendo conter informações confidenciais. Se for recebida por terceiro que não o destinatário, deve ser apagada imediatamente do seu computador e a Teclógica notificada ( <mailto:contato@teclogica.com.br> contato(a)teclogica.com.br) As informações aqui prestadas não podem ser distribuídas ou reproduzidas sem a expressa autorização da Teclógica. Apesar do conteúdo deste e-mail ser baseado em informações cuidadosamente selecionadas ou disponibilizadas pelo Cliente, a Teclógica não se responsabiliza pelo uso indevido e/ou decisões tomadas com base em informações contidas neste documento.

1 0

RW: agente <> Servicio
by Jose Luis Spahr 01 Sep '10

01 Sep '10

Julio, Tienes que "Link" los services y SLAs a los agentes que los usaran. Aqui esta como lo haces: Admin-->Customer Users<>Services--> busca el agente, luego seleccionalo --> "check" los servicios que quieres para el "Agent" :) Thanks! Jose Luis Spahr From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of DM_Julio Angulo Sent: Tuesday, August 31, 2010 3:35 PM To: User questions and discussions about OTRS. Subject: [otrs] agente <> Servicio Buenas tardes, creo que no he sido muy claro con mi consulta pues verán, ya tengo configurado varias sla por cada servicio; mi problema nace cuando uno de los agentes help desk, crea un ticket de email desde la interfaz de agente a la que accede a través de index.pl, no puede seleccionar ningún servicio [cid:image001.jpg@01CB4923.64DFE970] Disculpen que los incomode pero le doy vueltas al asunto y no entiendo como hacer que se habiliten los servicios a los agentes. Julio Cesar Angulo Quiroz Telf.: 997066155

3 3

Cron Jobs on Solaris 10
by Michael Mayaka 01 Sep '10

01 Sep '10

Hi ALL, I have otrs 2.4.7 running on Postgresql 8.3.7 and Solaris 10. I have configured the cron scripts in $OTRS_HOME/var/cron. But when I execute $./Cron.sh start otrs, I get the error "./Cron.sh: -: does not exist"; what could this be? Rgds Michael

1 0

Re: [otrs] Auto-response Queue[RESOLVED]
by Michael Mayaka 01 Sep '10

01 Sep '10

Hi ALL, I have managed to resolve this - I had put the wrong entry under Admin>Sysconfig>Framework>Core::Sendmail::SendmailNotificationEnvelopeFrom ________________________________ From: Michael Mayaka <mikemayaka(a)yahoo.co.uk> To: otrs(a)otrs.org Sent: Tue, 31 August, 2010 9:02:11 Subject: Auto-response Queue Hi ALL, I've been using OTRS 2.4.7 for a while and all has been fine. I have setup a replica on Solaris 10; problem is, the auto-response isn't working. I am able to receive e-mail tickets and send out mail (Admin Notification). When A ticket is received, the system shows an auto-response - system (email-external) - has been sent. BUT the customer receives no auto-response...what did I miss out? Rgds, Michael

1 0

agente <> Servicio
by DM_Julio Angulo 31 Aug '10

31 Aug '10

Buenas tardes, creo que no he sido muy claro con mi consulta pues verán, ya tengo configurado varias sla por cada servicio; mi problema nace cuando uno de los agentes help desk, crea un ticket de email desde la interfaz de agente a la que accede a través de index.pl, no puede seleccionar ningún servicio Disculpen que los incomode pero le doy vueltas al asunto y no entiendo como hacer que se habiliten los servicios a los agentes. Julio Cesar Angulo Quiroz Telf.: 997066155

3 4

agent <> service <> sla
by DM_Julio Angulo 31 Aug '10

31 Aug '10

Saludos, tengo una consulta ¿porque un agente de soporte desde la interfaz index.pl no puede seleccionar un servicio para un ticket de email? Hi, i have a question: why a service agent, from the interface index.pl can´t select a service for email ticket? Julio Cesar Angulo Quiroz

2 1

Article table error during MySQL restore
by Emily Flynn 31 Aug '10

31 Aug '10

Hi, I am trying to do a database restore from an OTRS server v 2.4.4 to v 2.4.7, but I keep on getting the following error: Error while executing this query:INSERT INTO `article_plain` (`id`,`article_id`,`body`,`create_time`,`create_by`,`change_time`,`change_by`) VALUES Is there something I need to do with the newer database before attempting restore..? Thanks again Kind Regards, Emily Flynn

1 0

Moving the MySQL database
by Emily Flynn 31 Aug '10

31 Aug '10

Hi, Can somebody please point me towards the steps for moving the MySQL database to another drive on the same machine? Thanks Kind Regards, Emily

2 2

Hiding <System (email external)> articles from Ticket Zoom
by Bryn Millar 31 Aug '10

31 Aug '10

Hi everyone, just wondering if it's possible to stop the autoresponder messages from showing up in the ticket zoom? It's becoming rather hard to read through ticket history with all these extra articles in there. Thanks, Bryn Millar - Systems Administrator Lotus Notes and Incite Support Thiess John Holland _____________________________________________________________________ IMPORTANT - This email and any attachments may be confidential and privileged. If received in error, please contact Thiess and delete all copies. You may not rely on advice and documents received by email unless confirmed by a signed Thiess letter. This restriction on reliance will not apply to the extent that the above email communication is between parties to a contract and is authorised under that contract. Before opening or using attachments, check them for viruses and defects. Thiess' liability is limited to resupplying any affected attachments.

2 1

Auto-response Queue
by Michael Mayaka 31 Aug '10

31 Aug '10

Hi ALL, I've been using OTRS 2.4.7 for a while and all has been fine. I have setup a replica on Solaris 10; problem is, the auto-response isn't working. I am able to receive e-mail tickets and send out mail (Admin Notification). When A ticket is received, the system shows an auto-response - system (email-external) - has been sent. BUT the customer receives no auto-response...what did I miss out? Rgds, Michael

1 0

Help Me please...
by Joseph Thomas 30 Aug '10

30 Aug '10

Dear Team, we have a set of customers and i want to manage those customers in a group. how can it b possible? when i click this link..[ Customer Users <-> Groups<http://localhost/otrs/index.pl?Action=AdminCustomerUserGroup>] im getting a message like this, """"Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!""""' wat should i do for this? pls give the steps that i want to do.....

5 4

STATS - Ticket closed with SLA Violation
by Ruslan 30 Aug '10

30 Aug '10

hi every one. I'm trying to create Stat-report with list of tickets closed with SLA violation. But when ticket is closed, it seems that sustem reset "escalation time" - ... I think it's wrong action. Any way - i need to analyze SLA violation in any time period. Anyone have any suggestion?

2 7

Autosave
by Andy Wodfer 30 Aug '10

30 Aug '10

After accidently browsing away from my current OTRS ticket (that took me close to 30 minutes to write) and desperatly trying to hit the back button only to discover that my text had gone, I was wondering if there's a module or if it's possible to enable an autosave feature on tickets while I write them? Is there such a module avavailable? Cheers, Andy

1 0

OTRS 3.0 - Wild Guess Release Date?
by Hugh Kelley 30 Aug '10

30 Aug '10

I am planning an OTRS deployment within the next two weeks. I have been testing the 3.0 beta and am comfortable that we won't see any critical bugs during our early work. That said, if the general release is only a few days/weeks away, I'll probably wait. Does anybody know of an estimated release date, or know what the gap traditionally has been between beta and release? The bugzilla list didn't look too bad, but I'm not sure how much I can read into that. Hugh

5 4

Help Me please...
by Joseph Thomas 30 Aug '10

30 Aug '10

*Hi All, * * I am not getting any agent notification on new ticket creation. How can I **configure it?*

2 1

Re: [otrs] tickets created on behalf of end user
by Marek Hall 29 Aug '10

29 Aug '10

AH> Marek Hall wrote : >> I'm not quite sure if this is a matter of configuration or is it the >> way that OTRS works. Would someone please help me to understand or fix >> this issue: >> - when an agent created a ticket on behalf of end user (by an option " >> phone ticket") ticket is available only for support teams, but user >> cannot see it when logged to customer interface. AH> Hi Marek, AH> I think this is a configuration issue. You can use the demo system as a AH> reference and to test this : AH> http://www.otrs.com/en/products/help-desk/online-demo/ AH> But I don't know how to fix your problem. Perhaps the ticket state is AH> wrong or you have duplicate customer records. AH> Regards AH> Alexander Thank you very much, Alexander! I've spent some time trying to find any option in configuration which is responsible for this, but with no luck :( Has anyone an idea where could it be? Regards Marek

2 1

how does HighlightAge work ?
by Alexander Halle 29 Aug '10

29 Aug '10

Hi, can someone please explain me how the SysConfig option HighlightAge works ? According to the documentation a queue is only highlighted as long as there is an untouched ticket older than HighlightAge. But what means "untouched" exactly ? No matter what state our tickets have, the queues stay highlighted until we close the tickets. I would have expected that touching means changing the state from new to open or from open to waiting or something like that but not closing. Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de

1 1

Can you stop otrs processing requests with multiple addresses in to, cc, bcc
by Marretta, Rosanna 27 Aug '10

27 Aug '10

Hi, Is there any way to stop OTRS processing requests with multiple addresses in the email please? Many thanks, Rosanna

1 0

accounted time for change conditions
by Leonardo Certuche 27 Aug '10

27 Aug '10

Hello, We're defining conditions for changes and we came across a small doubt: How is accounted time for work orders measured? hours? minutes? When does that time start? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

manish ramteke wants to stay in touch on LinkedIn
by manish ramteke 27 Aug '10

27 Aug '10

LinkedIn ------------ User, I'd like to add you to my professional network on LinkedIn. - manish ramteke manish ramteke Software Engineer at Persistent Systems Nagpur Area, India Confirm that you know manish ramteke https://www.linkedin.com/e/-djuqdm-gdcv9ngg-1g/isd/1607925125/8y3hTWei/ ------ (c) 2010, LinkedIn Corporation

1 0

Help Me please...
by Joseph Thomas 27 Aug '10

27 Aug '10

Dear Team, i have a problem with email configuration.when i run my postmaster mail account, i hav a problem.Here im attaching the print screen of that issue.Pls Help Me...soon

2 1

email configuration?????
by Joseph Thomas 27 Aug '10

27 Aug '10

Dear Team, How do I configure email send and receive on the OTRS system running on a windows server 2008? Help me .....pls give the certain steps that i want to do in otrs.

3 2

viewing e-mail tickets in web-console
by Дмитрий Бехтерев 27 Aug '10

27 Aug '10

Hello! I am new user and I'm starting learn OTRS as a base software for supporting users. So I create one group "Clients" and put to it my new customer user "user". User "user" has "ro" and "rw" rights to this group. Also I create new queue "AAA" and put it to the group "Clients". Also I set up PostMaster mail account and assaign it to my queue. Next I send e-mail from user "user" to OTRS mail. User has registered e-mail in my OTRS. Admin OTRS see the ticket that have been created on user's e-mail. But when user log in to customer web-part OTRS (customer.pl) he doesn't see anything. Is it possible view all e-mail based tickets also in customer web interface? Thanks.

2 1

migración
by DM_Julio Angulo 27 Aug '10

27 Aug '10

Como puedo migrar otrs de la computadoraA la nueva computadoraB, ¿qué archivos debo copiar? How to migrate from computerA to new computerB, what files need copy? Tec. Julio Angulo

3 2

Nicola Zanella è assente dall'ufficio.
by Nicola Zanella 27 Aug '10

27 Aug '10

Sarò assente dall'ufficio a partire dal 27/08/2010 e non tornerò fino al 31/08/2010. Buongiorno, oggi sarò assente dall'ufficio Risponderò al messaggio al mio ritorno. Se la Sua mail è inerente al servizio Videoconferenza HD la prego di fare riferimento al CSD. Nicola Zanella ____________________________________________________ Cap. Soc. Euro 3.500.000,00 - REG. IMP. / C.F. / P.IVA 00990320228 E-mail: infotn(a)infotn.it - www.infotn.it Società soggetta ad attività di direzione e coordinamento da parte della Provincia Autonoma di Trento - C.Fisc. 00337460224. Questo messaggio è indirizzato esclusivamente ai destinatari in intestazione, può contenere informazioni protette e riservate ai sensi della normativa vigente e ne è vietato qualsiasi impiego diverso da quello per cui è stato inviato. Se lo avete ricevuto per errore siete pregati di eliminarlo in ogni sua parte e di avvisare il mittente.

1 0

Re: [otrs] Magic re-opening tickets in otrs
by José Alberto López Macías 26 Aug '10

26 Aug '10

Thank's Leonardo, I Review again the properties of the ticket, and I see that the close ticket note, include a copy to the email of the helpdesk email, when I delete this copy the ticket has closed and not reopening. best regads, J. Alberto www.opentask.com.mx

2 1

Accesing OTRS users and Groups from other app
by Armando Irazabal 26 Aug '10

26 Aug '10

Hi, I need to develop an small application besides OTRS at the same server and I want to use OTRS users and groups to validate and assign roles (Single Sign on managed by OTRS) How can I do? Any idea? Regards,

2 1

Magic re-opening tickets in otrs
by José Alberto López Macías 26 Aug '10

26 Aug '10

Hi everybody, I have installed otrs 2.4.7 and few day ago I see that some tickets are automatically re-opening after their was closed, when I review the history of the ticket I see that the ticket is reopen by the Admin otrs. A sample of one ticket history is: ….. ---- Next lines show how the ticket is closed StateUpdate Old: "open". New: "closed successful" x jalopez (Jose Alberto Lopez) 26/08/2010 - 11:00:43 Unlock Ticket unlock. - jalopez (Jose Alberto Lopez) 26/08/2010 - 11:00:43 Misc ResponseTemplate (2/679/681) - jalopez (Jose Alberto Lopez) 26/08/2010 - 11:00:43 ---- Here when the ticket is re open StateUpdate Old: "closed successful". New: "open" - root@localhost (Admin OTRS) 26/08/2010 - 11:02:02 FollowUp Seguimiento para [2010082010244]. x root@localhost (Admin OTRS) 26/08/2010 - 11:02:02 Misc Reset of unlock time. …. Anybody have idea what is he problem? -- Saludos, J. Alberto López www.opentask.com.mx Open Task PS +52 (55) 3333 2235

2 1

Help Me please...
by Joseph Thomas 26 Aug '10

26 Aug '10

Dear Team, How can i access OTRS from internet? please give the certain steps that i want to do in OTRS? -- Regards, *JOSEPH THOMAS* *M*: +91 98954 02696 |* * | *F*: +91 484 4060806 | www.suyati.com

2 1

Refresh '7 days Stat'
by Pradumna Maheshwari 26 Aug '10

26 Aug '10

Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? Thanks- Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 1

Help Me please...
by Joseph Thomas 26 Aug '10

26 Aug '10

Dear team, i have certain things to do in OTRS, please help me ............ If the administrator or agent is not logged in and a customer is send a queue, they must get an update through an e-mail which we set.....How can it be possible? Please give me that certain steps that i want to do in OTRS..immediatly...

2 1

Prevent unlocking a locked Ticket on move
by Patrick Cervicek 26 Aug '10

26 Aug '10

When I lock a ticket and move it to an other queue, the ticket is unlocked. In earlier versions of OTRS the ticket stayed locked. How can I prevent unlocking a ticket when moving it? I think the reason is this statement in ZZZAAuto.pm $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = { 'Event' => 'TicketQueueUpdate', 'Module' => 'Kernel::System::Ticket::Event::ForceUnlock' }; I tried already to disable it in Config.pm but it didn't work: $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = {}; $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = undef; $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = We are using OTRS 2.4.7, Patrick

1 0

Fwd: Error message
by Joseph Thomas 26 Aug '10

26 Aug '10

---------- Forwarded message ---------- From: Joseph Thomas <jthomas(a)suyati.com> Date: Thu, Aug 26, 2010 at 3:35 PM Subject: Re: [otrs] Regarding OTRS support to windows 2003 and 2008 To: otrs(a)otrs.org Dear team, i can't install OTRS on windows server 2008 32 bit. there is an error message" HTTP Error 404.0 - Not Found".pls help me immediatly. here im attaching the print screen of what i get after installation... pls reply soon

2 2

Custom TicketMenu Module for custom link in ticket zoom
by Alessio Tosi 26 Aug '10

26 Aug '10

I'm trying to create a custome Ticket Menu module that open another web application passing ticket information: TicketID and Ticket Number I've created a new module in /Output/HML TicketModuleChiamate.pm as mentioned in http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-menu with declaration of the package package Kernel::Output::HTML::TicketMenuChiamate; and registered the module in Config.pm # for ticket recording menu $Self->{'Ticket::Frontend::MenuModule'}->{'900-Chiamate'} = { 'Action' => 'AgentTicketChiamate', 'Module' => 'Kernel::Output::HTML::TicketMenuChiamate', 'Name' => 'Chiamate' }; What I'd like to do is open a new web page with an url I've changed the code to do $Self->{LayoutObject}->Block( Name => 'MenuItem', Data => { %{$Param{Config}}, %Param, Name => 'Chiamate', Description => 'Apri una chiamata Supporto!', Link => 'http://chiamate.osi.lan/default.aspx?&TicketID=$QData{"TicketID"}&TicketN umber=$QData{"TicketNumber"}', }, ); but when I click on the link I'm redirected to http://otrsDNSname/otrs/index.pl?http://chiamate.osi.lan/default.aspx?&Tic ketID=545803&TicketNumber=2063589 Is it possible to ignore the base url that is put at the beginning of the url Ciao AleX

2 1

Regarding OTRS support to windows 2003 and 2008
by Joseph Thomas 26 Aug '10

26 Aug '10

Dear team, 1. pls help me to find whether otr s can be use with 64 bit windows server 2003? 2. if i installed OTRS in my server 2003 and integrated with the Active Directory,is it possible to upgrade my server to 2008? pls reply soon....... im waiting for the response.

3 3

Re: [otrs] Lock/Unlock parameter in Search form
by Steve Durbin 26 Aug '10

26 Aug '10

Laurent, I've uploaded a patch http://bugs.otrs.org/attachment.cgi?id=1044 that we are using here to provide the required functionality; not regression tested or otherwise warrantied. Patch is for OTRS-2.4.7 with ITSM, so if you're not using this version you'll have to manually apply it. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

2 1

Time Accounting Module
by Silver springs 26 Aug '10

26 Aug '10

Hi Could somebody let me know if there is a way to link the projects in Time Accounting module to tickets ? I tried to open a phone ticket and at the bottom of the ticket, there is a field called Time Units. Entered a couple of hours but it did not reflect in the time accounting page. Winter.

2 1

Re: [otrs] otrs Digest, Vol 23, Issue 51
by Mothusi MAKATI 25 Aug '10

25 Aug '10

Hi I found the solution to my problem (Customers cannot send Tickets) at http://otrshelpdesk.orangebw.bw/otrs/index.pl?Action=AdminSysConfig&Suba ction=Edit&SysConfigSubGroup=Frontend::Customer&SysConfigGroup=Framework &# at the CustomerGroupSupport option I set the value to no, which is the default value. Thanks Mothusi Makati The contents of this communication, which may contain one or more attachments, is strictly confidential and legally privileged, and is intended for the use of the named recipient(s). Any review, retransmission, dissemination, copying, disclosure or other use of, or taking an action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this message in error, please notify the sender immediately by return email and delete/destroy the message. Any views expressed in this e-mail are those of the individual sender and no liability will attach to Orange Botswana (Pty) Ltd. Please note that the recipient must scan this email and any attached files for viruses and the like.

1 0

Lock/Unlock parameter in Search form
by Laurent Minost 25 Aug '10

25 Aug '10

Hi, Is there a way to add the possibility to search for Lock/Unlock tickets through the Search formular under Agent interface please ? Found no settings for this, maybe modifying the dtl should be possible but it will be always displayed ... Thanks in advance, BR, Laurent

2 2

Mac OS X Sever Install help
by Jason Hazlett 25 Aug '10

25 Aug '10

Hello, Is there any documentation to assist with installation on Mac OS X. I am installing on Mac OS X 10.6 Server. I can¹t seem to find any mention on the website except on the front page to indicate that it works. I am getting bogged down with installing dependencies at this point. I ran otrs.checkModules and found CGI is on 3.29 but 3.33 is needed. I ran ³perl MCPAN e shell² followed by ³install CGI² in an attempt to fix this and for some reason it detects gcc-4.2 as present but I believe I need to install it. In addition this process has detected sub-dependencies in FCGI and Test::More... This is getting to be like Alice in Wonderland for something that has been done before. Thanks for any help you can provide. Best Regards, - Jason. -- Jason Hazlett RufusTech http://www.rufustech.net 206-498-8793 / 509-312-9289

2 1

Delete tickets
by Andy Wodfer 25 Aug '10

25 Aug '10

Hi, I'm a newbie to OTRS (just started using it today). I don't understand how I can delete tickets? In my Dashboard under New tickets I receive some junk emails and I want to delete them right away. Is there a simple way of doing this? If I just move them to the JUNK folder they still appear under New tickets. Sorry for this newbie question, but hopefully someone could give me some help here. Cheers! Andy

4 4

Nicola Zanella è assente dall'ufficio.
by Nicola Zanella 25 Aug '10

25 Aug '10

Sarò assente dall'ufficio a partire dal 25/08/2010 e non tornerò fino al 26/08/2010. Buongiorno, oggi sarò assente dall'ufficio Risponderò al messaggio al mio ritorno. Se la Sua mail è inerente al servizio Videoconferenza HD la prego di fare riferimento al CSD. Nicola Zanella ____________________________________________________ Cap. Soc. Euro 3.500.000,00 - REG. IMP. / C.F. / P.IVA 00990320228 E-mail: infotn(a)infotn.it - www.infotn.it Società soggetta ad attività di direzione e coordinamento da parte della Provincia Autonoma di Trento - C.Fisc. 00337460224. Questo messaggio è indirizzato esclusivamente ai destinatari in intestazione, può contenere informazioni protette e riservate ai sensi della normativa vigente e ne è vietato qualsiasi impiego diverso da quello per cui è stato inviato. Se lo avete ricevuto per errore siete pregati di eliminarlo in ogni sua parte e di avvisare il mittente.

1 0

customizing form for Agent Ticket Phone
by Crawford, James S. 24 Aug '10

24 Aug '10

Can I add a field to the Agent Ticket ViewPhoneNew view that looks like Ticket::Frontend::AgentTicketPhone###Body:?

1 0

Disable company ticket view for certain users
by Jos Vos 24 Aug '10

24 Aug '10

Hi, How can I have a group of, say, 50 customer users belonging to one company, where only 10 of them can see all company tickets (i.e. the tickets of the 50 users of the same company) and the other 40 users can only see their own tickets? P.S. I'm using 3.0.0-beta2. Thanks for any suggestion, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

1 0

Seting up email on a windows pc
by Ray Padilla 24 Aug '10

24 Aug '10

Hello all, How do I configure email send and receive on the OTRS system running on a windows PC? Ray Padilla Director of Information Technology ray.padilla(a)paquinhealthcare.com<mailto:ray.padilla@paquinhealthcare.com> 407-566-1010, ext 223 Paquin Healthcare Companies 1142 Celebration Blvd Celebration, Florida 34747 Confidentiality Notice: This e-mail message, including any attachments, from The Paquin Healthcare Companies, Inc. (and its affiliates / subsidiaries) contains information which is CONFIDENTIAL AND/OR LEGALLY PRIVILEGED. The information is intended only for the use of the individual named above and may not be disseminated to any other party without Paquin Healthcare Companies, Inc.'s written permission. If you are not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, disclosure, distribution, copying or taking of any action in reliance on the contents of this e-mailed information is strictly prohibited. If you have received this e-mail in error, please notify us immediately by telephone at 407-566-1010 or notify us by e-mail at security(a)PaquinHealthcare.com<mailto:security@ThePaquinGroup.com> to arrange for the return of these documents to us without cost to you. [cid:image001.jpg@01CB437F.7F379DD0]<http://www.amazon.com/gp/product/098242390X> Retail Healthcare Revolution<http://www.amazon.com/gp/product/098242390X> by Tony Paquin Now available at Amazon.com!

3 3

All of a Sudden Customer cannot log tickets
by Mothusi MAKATI 24 Aug '10

24 Aug '10

Hi All of a sudden my customers are unable to log tickets through the customer interface. After selecting ticket type the other fields are not populated as is the norm. I think someone could have messed things up though I do not know where or how. My config.pm seem just fine. Please help. Mothusi Makati The contents of this communication, which may contain one or more attachments, is strictly confidential and legally privileged, and is intended for the use of the named recipient(s). Any review, retransmission, dissemination, copying, disclosure or other use of, or taking an action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this message in error, please notify the sender immediately by return email and delete/destroy the message. Any views expressed in this e-mail are those of the individual sender and no liability will attach to Orange Botswana (Pty) Ltd. Please note that the recipient must scan this email and any attached files for viruses and the like.

1 0

Pending date field in new ticket when Core::Time TimeInputFormat == "Input"
by Hugh Kelley 24 Aug '10

24 Aug '10

When I switch my Core::Time TimeInputFormat setting to Input (from the default of Option), I get the following text in the new ticket view where the option list used to be. class="Validate_DateMonth " /class="Validate_DateDay Validate_DateYear_Year Validate_DateMonth_Month " /class="Validate_DateYear " - class="Validate_DateHour " :class="Validate_DateMinute " Has anybody else seen this? Do I need to implement this validation myself? The docs (http://doc.otrs.org/3.0/en/html/a3391.html#Framework:Core::Time) make no mention of any additional steps. Hugh

3 2

Upgrading from OTRS 3.0 Beta1->Beta 2
by Hugh Kelley 24 Aug '10

24 Aug '10

I have started the upgrade process for my Beta 1 system (built originally on that version). When I access the app I now get this prompt on each page: Namespace Core.Form.Validation could not be initialized, because Core.UI.Dialog could not be found. I don't see any hints in the log files. Has anyone else experienced this? Hugh

3 7

Customer Map
by Mikola Rose 24 Aug '10

24 Aug '10

On the new features video, there is a dashboard item called customer map. Is this a module that needs to be installed? Mik Rose

5 8

tickets created on behalf of end user
by Marek Hall 24 Aug '10

24 Aug '10

Hola! I'm not quite sure if this is a matter of configuration or is it the way that OTRS works. Would someone please help me to understand or fix this issue: - when an agent created a ticket on behalf of end user (by an option " phone ticket") ticket is available only for support teams, but user cannot see it when logged to customer interface. Any help very appreciated Regards mh

2 1

SLA's: notification via e-mail
by abrenes＠spcinternacional.com 24 Aug '10

24 Aug '10

Hi expert's I was configuring SLA's under my OTRS, everything work fine, but I see that the notification when the SLAs time is over only appear under the agent console. This notifications can be send via email to a supervisor or manager? Regards, André

2 1

Error adding customer to Phone Ticket
by Hugh Kelley 23 Aug '10

23 Aug '10

I have tried this on both DB and LDAP customer backends, I get the same result on both. Two questions, 1. Am I using the agent front end the right way? 2. What logs can I generate or examine for more data? The use case is: 1. Create a new phone ticket. 2. Click the Options: [ Customer ] link. Enter search criteria, select a customer, etc. 3. At this point the window closes and I assume the customer info will be filled into the ticket. Instead, I get the following (and attached) error as (pretty, but vague) modal dialog: Error One or more errors occured! I don't see anything in the Perl or OTRS logs to indicate an error. Debug level is set to 1 in index.pl. Are there any other places to look? Other details: - Tested browsers: IE and FF - Server OS, Windows 2008 and 7 - ActivePerl - SQL Server Hugh

3 2

ticketID problem
by DM_Julio Angulo 23 Aug '10

23 Aug '10

hello, I have a problem creating tickets from customer.pl I get this error: (error)-------------------------------------------------- Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Aug 23 11:06:15 2010 Message: Need TicketID! Traceback (1332): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 112 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 (/error)-------------------------------------------------- logs and see this (logs)-------------------------------------------------- [Mon Aug 23 11:04:26 2010][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: dm_jangulo authentication ok (REMOTE_ADDR: 172.10.10.21). [Mon Aug 23 11:06:15 2010][Error][Kernel::System::State::StateGet][222] State 'new' not found! [Mon Aug 23 11:06:15 2010][Error][Kernel::System::Ticket::TicketCreate][374] No StateID for 'new'! [Mon Aug 23 11:06:15 2010][Error][Kernel::System::Ticket::Article::ArticleCreate][112] Need TicketID! (/logs)-------------------------------------------------- but check sysconfig new ticket is valid, any idea? thank you very much Julio Cesar Angulo Quiroz Technical Support Infraestructure & Operations Equifax Zorzales 160, piso 9 San Isidro, Lima - Perú

1 0

Error adding customer to Phone Ticket
by Hugh Kelley 22 Aug '10

22 Aug '10

Thanks, Nils, Are you saying that Beta 2 has been released? If so, I can't find the link. Perhaps you could point me in the right direction. If Beta 2 hasn't been released, has this fix been checked in? What module is it in? I checked the bug list but didn't see this one. Hugh

1 0

Weird behavior with one user
by Allen, Geoff 22 Aug '10

22 Aug '10

I have one user who is experiencing some weird behavior. Any time he tries to go to the Dashboard, he gets the login screen with a message that his session has timed out. All other modules (Ticket, FAQ, etc) are fine. It is, however, 100% repeatable that clicking on Dashboard will take him to the login screen. If he re-authenticates, he can see the Dashboard fine, but if he clicks again on "Dashboard" (or goes away and tries to come back), he'll get the login screen. The system log just shows a bunch of authentications for him (all successful). No other messages about him or his sessions. I had him try logging out to clear any session data and then log back in, but the behavior persisted. As far as I know, he is the only user seeing this behavior. Any thoughts on where to look? Thanks, Geoff

3 2

OTRS Installation
by Sebastien Bory 22 Aug '10

22 Aug '10

Dear user list I want to manually install OTRS 2.4.7 on a windows server 2003 R2 with Perl, IIS and MySQL. I can install Perl module, I install MySQL and create the OTRS databases with the script. I have just a question: I need to create an MySQL user "IUSR" with all access on the OTRS database, or not necessary? Best Regards Sebastien Bory

2 1

Forward option not available?
by Jason B. Loven 22 Aug '10

22 Aug '10

Many of our tickets come into an email dropbox from which they are automatically created. Often we would like to forward them out to customers on-site IT for review. For some reason the forward option isn't available on many of them and I don't understand what the criteria is that determines if the forward option is visible or not? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

2 1

Hashing algorithm
by Iyad Al-Hindi 21 Aug '10

21 Aug '10

Hi all Our current LDAP password hashing algorithm is set up for SSHA and OTRS is using MD5 . Is there a convenient way to fix/ configure this ??? thanks for the help

1 0

Marcelo Mangiacavalli is out of the office.
by marcelo.mangiacavalli＠lanxess.com 20 Aug '10

20 Aug '10

Estaré ausente de la oficina desde el 20/08/2010 y no volveré hasta el 23/08/2010. I will be out of my office for today. If you need urgent assistance, please contact me at my cell +54 9 11 3187 2899 or to Natalia Diaz Monnier at +54 11 5550 1388.

1 0

OTRS upgrade from 2.2.5 to 2.4.7
by Мажар Денис 20 Aug '10

20 Aug '10

Hi All. I've upgrade otrs from 2.2.5 to 2.4.7 through 2.3 version. But now when I log in to web interface I can see only "No Permission to use this frontend module!" message. What can I do with this?

4 7

Problems on Dashboard due to rss feed
by Nuno Vieira | rackspot 20 Aug '10

20 Aug '10

Hello, Today we noticed some strange behaviour on OTRS dashboard. After user authentication, the default OTRS page was blank. We digged a lot on logs to try to understand why, but found no info. This happened only in few users. After having a deeper look, and after the deactivation of Framework -> Frontend::Agent::Dashboard and DashboardBackend###0410-RSS we finally got the OTRS properly working. The behaviour only happened on users that had this enabled on their dashboard. http://otrs.org/rss/ seems to be broken, returning errors, and disrupting OTRS. http://validator.w3.org/feed/check.cgi?url=http%3A%2F%2Fotrs.org%2Frss%2F Also, can't get Package Manager and Support Assessment to work too, returning a blank page. Can others confirm this ? or it is only my bad luck ? Cheers, --- Nuno Vieira rackspot | redefining hosting [Email] nuno(a)rackspot.com [Phone] +351 21 114 2300 [Fax] +351 21 114 2301 [Web] http://rackspot.com/

2 1

Signature editable
by DM_Julio Angulo 19 Aug '10

19 Aug '10

Hi, I have a signature but i want the user can edit, it is posible? Julio Cesar Angulo Quiroz Technical Support Infraestructure & Operations Equifax Zorzales 160, piso 9 San Isidro, Lima - Perú

2 2

Add a frontend link for browsing PDF documents
by Henrik Nydell 19 Aug '10

19 Aug '10

Hi, is there a simple way to add a new icon to the frontend page which links to a page with some PDF docs. I'd like to keep those PDFs within OTRS for authentication purposes. I.e. only authorized customers with ticket reporting credentials should be able to access this page with PDF docs. I'm using OTRS 2.4.7 BTW -- Henrik Nydell *Prosilient Technologies AB* / Årstaängsvägen 25, 3tr - Box 47231, SE-10074 STOCKHOLM Office: +46 (0)8 588 32 600 - Fax: +46 (0)8 731 05 71 Tel: +46 (0)70 984 59 92 - henrik.nydell(a)prosilient.com www.prosilient.com <http://www.prosilient.com>/

3 2

Spam from an user
by Jean BROW 18 Aug '10

18 Aug '10

We having an @hotmail.com user who sending spam to our OTRS system. How can we block his email address (we cannot block hotmail.ocm domain on the server). Thank you.

2 1

Re: [otrs] roles stats
by Iyad Al-Hindi 18 Aug '10

18 Aug '10

Hi, Actually, after a bit of failed configuration attempts I think it is best if I give an example of what i'm trying to achieve and see if it makes things clearer: suppose I have the following general services and associated sub-services: 1. Software problem 1.a. Software re-installation 1.b. Software configuration 2. Networking problem 2.a. Cable problem 2.b. Socket problem Now, in general, I would like to get statistics about each of the sub-services. The problem I am trying to understand is the following: The customer should only see the general service level. So when the customer is submitting the ticket he/she will see the following under the service drop-down: 1. Software problem 2. Networking problem When the agent receives the ticket and actions it, the agent should be able to change the service either to a sub-service under the service the ticket was originally submitted under or to a completely different service (and associated sub-services). The first example would be that the customer is submitting a ticket for a 1. Software problem because he doesn't know what the specific problem is. The agent at some point should be able to specify whether this ticket was for sub-service 1.a. Software re-installation or 1.b. Software configuration. This should allow me to get stats about each sub-service. The second example would be that the customer is submitting a ticket for a 1. Software problem because he doesn't know what the specific problem is. The agent at some point should be able to specify that the service is actually different than what the customer thought it was. In this case, the problem turned out to be a networking problem and not a software problem and so the ticket should be associated with sub-service 2.a. Cable problem or 2.b. Socket problem I am assuming that such specification could be done through different queues, but that would mean that so many queues would need to be set-up to achieve the desired stats. Are there any simple ways to configure OTRS to get the desired results? Please help. Regards, Iyad Al-Hindi Senior IT Project Manager SBM Information Technology Telephone: +966 (2) 610.4050 Saudi Business Machines, Ltd. General Marketing & Services Representative of IBM WTC From: Iyad Al-Hindi/SBMSA To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 08/17/2010 08:06 PM Subject: Re: [otrs] roles stats Hi Mike Yes exactly. I would give staff certain "roles" to do which are predefined and then measure the numbers or percentages. thanks Iyad From: Michiel Beijen <michiel.beijen(a)otrs.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 08/17/2010 05:42 PM Subject: Re: [otrs] roles stats Sent by: otrs-bounces(a)otrs.org Hi Iyad, How would you like to measure roles? I can see how it can be convenient if you can create a report on users which belong to a certain role or so. Is that what you're looking for? -- Mike On Mon, Aug 16, 2010 at 12:21 PM, Iyad Al-Hindi <IHindi(a)sbm.com.sa> wrote: > > > Hi all > > we recently installed OTRS and I am unable to find any category or item in > the STATS section that measure ROLES. I would appreciate any feedback. > > thanks > > Iyad > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

Config Item, subcategories
by Edgar Valdes 18 Aug '10

18 Aug '10

Hello everyone, I've been looking around and trying different things and am just about ready to pull my hair out. has anyone figured out a way to do subcategories for CI? This is basically what i want to have: Select conduit: -conduit A - cable A1 - cable A2 - cable A3 -conduit B - cable B1 - cable B2 - cable B3 ..... So I would like to have one drop down menu with the conduit listed, when you select that one it populates the next drop down field with just cables for that conduit. Any advice on how to accomplish this would be great! Thanks, Edgar V.

3 5

Problem when creating new Stats
by Hugo Ferreira 18 Aug '10

18 Aug '10

Hello I've OTRS 2.4.7 with ITSM modules in it. It's running under a MS Win2k3. Everything's working smooth, been configuring ITSM Classes with no problem, except this one: I can run any predefined Stats but when I try to create a new one, the browser shows me the 500 Internal Server Error error. Looking at the error.log from apache i get: [Wed Aug 18 09:52:08 2010] [error] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 18 09:52:08 2010, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Message: Module Kernel/System/ITSMConfigItem/XML/Type/User.pm not found!, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Traceback (2332): , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::ITSMConfigItem::XML::_LoadXMLTypeBackend (v1.17) Line: 560, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::ITSMConfigItem::XML::XMLStatsAttributeCreate (v1.17) Line: 93, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::Dynamic::ITSMConfigItem::_XMLAttributeAdd (v1.4) Line: 197, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::Dynamic::ITSMConfigItem::GetObjectAttributes (v1.4) Line: 158, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::GetStatsObjectAttributes (v1.3.2.2) Line: 2111, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::StatsGet (v1.3.2.2) Line: 262, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::GetStaticFiles (v1.3.2.2) Line: 2165, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::Modules::AgentStats::Run (v1.74.2.2) Line: 1138, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: D:/OTRS/OTRS/bin/cgi-bin/ index.pl (v1.88) Line: 48, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… Any ideas of that could cause the problem? Regards -- Hugo Ferreira

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roles stats
by Iyad Al-Hindi 17 Aug '10

17 Aug '10

Hi all we recently installed OTRS and I am unable to find any category or item in the STATS section that measure ROLES. I would appreciate any feedback. thanks Iyad

2 2

Spell Checker Don't Work
by Sebastien Bory 17 Aug '10

17 Aug '10

Dear List I install OTRS 2.4.7 in French on Windows 2003 Server I can configure spell Checker with ASpell and I have my languages (français) in the agent preference option But when I create a ticket (view phone) and I click on the abc icon the pop appears but not find any spelling error I dont understand why Somebody could explain me. Thanks Sebastien Bory

1 0

Some questions!!
by Jober Mijares 17 Aug '10

17 Aug '10

Good mornig What's means? pending auto close+ pending auto close- And how can i use the link PENDING in the ticket Thanks

3 2

Sending answere to customer
by Jean BROW 17 Aug '10

17 Aug '10

Hi, When we sending answere to customer we often copy information from our CRM system. the problem is the HTML felt in OTRS when we copy/paste. How can I get "OTRS" like the old days? Only plain text?

2 1

Corporative Use
by Esteban Abete 17 Aug '10

17 Aug '10

Hi, I need to know if the use of this tool is restricted in some way to corporative usage. Thanks in advance -- Atte. Esteban Abete

2 2

Header with IP-information of sender
by Jean BROW 17 Aug '10

17 Aug '10

How do I display the header of the e-mail (I need senders IP-address)

2 1

Привет!
by Ruslan 16 Aug '10

16 Aug '10

Привет! Как дела? -- With best regards, Ruslan

3 2

Customized theme questions
by niklas.johansson＠knowit.se 16 Aug '10

16 Aug '10

Hello, I am working with creating my own theme in order to get the Customer Web customized according to some requirements. It's the "New Ticket" I am working on. I have managed to get it working actually, the customer can see the customized web page I have created. Now, the problem I am having is that I don't know what files I should edit in order to get the desired result. I know I need to tweek quite a bit in order to get the desired look of my page. I want to hide some fields and that I can do. But when I hide the "To" field and the customer choses "Type", the "Service" drop down list becomes empty. It seems to be depending on some actual value in the "To"-field. Actually, the same happens if the customer chooses the actual service. Now, I assume that this is client-code, but I cannot find the actual code that react on selections of the drop down boxes. I assume there must be some "OnChange" function that I should find. Where can I find the files that do these kind of things, and preferable what file and which method to change? Also, when I have hidden the fields I want to hide, I need to set those values myself in some client side script. My plan is to do that in the "CustomerTickeMessage.dtl" file. Any comment on this would be appreciated. Thanks in advance! Regards, Niklas

1 0

TicketAccountedTime stats
by Alejandra Piedra 16 Aug '10

16 Aug '10

Hello everyone! I'm trying to configure a stat using the TicketAccountedTime object, but all I get are zeros when trying to use the Evaluation by attribute. Is there something special that I have to use or configure? Thanks and regards María Alejandra Piedra

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Mail bounce
by Julian Junge 16 Aug '10

16 Aug '10

Hi all, I need somebody that points me into the right direction. I have set-up a customer notification for Pending Auto Close + and -, basically saying that the incident will be closed in 24h if nobody opposes. Works perfect, though some people tend to ignore these messages and respond to the notification even after it is closed. What I'd like to have would be one of the 2 following. option a.) When a mail is send to a closed ticket, the mail bounces, and the sender receives a notification that his case is closed and he please removes the ticket number from the subject and sends that mail again. option b.) The mail does not bounce but a new case is created and OTRS replaces the ticket number in the subject. Thank you for any assistance!!! -- * Julian

2 3

Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
by Hugh Kelley 15 Aug '10

15 Aug '10

My solution to this is as follows: 1. Update SysConfig via the web UI, hit Update. 2. In a separate broswer window/tab, call the following script: reload-perlex.pl (in the same folder as index.pl) # Begin script # Reload the PerlEx interpreter under IIS so that configuration module(s) # are updated. use strict; use warnings; PerlEx::Reload(); # End script 3. Refresh SysConfig page. The config modules will have been reloaded and your updates will be visible. Very clunky, but simpler than restarting app pools or iisreset.exe when I'm not logged into the server. See excerpt below from the PerlEx log: *** 'C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\reload-perlex.pl' log message at: 2010/08/14 21:11:34 PerlEx: Executing script: C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl Precompiler: Execute called for file [C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl] Precompiler: Checking for existence of C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl in Cache Precompiler: Loading [C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\reload-perlex.pl] into [PerlEx::Precompiler::c_::temp::otrs::otrs2d3_0_0::bin::cgi2dbin::reload2dperlex_pl] Precompiler: ParseShebangLine called Precompiler: Parsed shebang switch w Precompiler: Check for Embed parse of C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl Precompiler: Checking .aspl Precompiler: Precompiling [C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\ reload-perlex.pl] Precompiler: Evaluating [PerlEx::Precompiler::c_::temp::otrs::otrs2d3_0_0::bin::cgi2dbin::reload2dperlex_pl] Precompiler: Executing Package:[PerlEx::Precompiler::c_::temp::otrs::otrs2d3_0_0::bin::cgi2dbin::reload2dperlex_pl] Filename:[C:\Temp\OTRS\otrs-3.0.0\bin\cgi-bin\reload-perlex.pl] Params:[] Precompiler: Precompiler done and everything is ok PerlEx: Execute returned: 0 *** Trace message at: 2010/08/14 21:11:34 Precompiler: END block called PerlEx: Interpreter unloaded Hugh

1 0

Can't find Unicode property definition "r"
by Amit Sharma 14 Aug '10

14 Aug '10

Hi, OTRS stopped fetching emails. It has happened twice in last 3 days. On checking the logs it was found: [Fri Aug 13 13:38:49 2010] [error] [client 192.168.1.20] [Fri Aug 13 13:38:49 2010] index.pl: Can't find Unicode property definition "r" at ../..//Kernel/System/PostMaster/Filter/MatchDBSource.pm line 70., referer: http://192.168.1.15/otrs/index.pl?Action=AdminMailAccount When i removed the suspected email , the issue was resolved. Please tell me why is it happening and how can I resolve this issue. regards, amit

1 1

What is the diference between invalid and invalid temporarily
by Jober Mijares 13 Aug '10

13 Aug '10

Good afternoon What is the diference between invalid and invalid temporarily Thanks!! Buenas tardes ¿Cuál es la diferencia entre inválido e inválido temporalmente? Gracias

4 3

Connection Issues
by Kevin Kimani 13 Aug '10

13 Aug '10

Hi, Am experiencing an issue that am unable to explain. Have setup the OTRS system with authentication from the Active Directory. The issue is that when on of the slave AD goes offline or a line is cut hence cant be reached, the Help Desk System is not accessible and does not even appear on the browser. Would anyone help me out? -- Regards Kevin

1 0

Configuring CustomerWeb Queues
by niklas.johansson＠knowit.se 12 Aug '10

12 Aug '10

Hello, Note: I am having Swedish language in my installation, so if I am refering to some field in my post I translate it directly to English, may be that the actual word is different in the English version, just to be aware of when you read this. I am trying to configure the Customer Web so all new tickets created by a user is ending up in the same queue. At the same time, I don't want the user to choose the queue, there should be a default defined. At the end I would also like to remove the field "To" in the New Ticket Form. Byt first thing first... I have a setup that supports multi-company. This configuration is working and when the user is posting a new Ticket it will end up in a queue I have created for that user's company. This is what I have done so far: 1. I have managed to remove all visible queues in the New Ticket Form by following the instructions here: "Blacklisting queues" @ http://wiki.otrs.org/index.php?title=Qu ... _Front_End <http://wiki.otrs.org/index.php?title=Queues_in_Customer_Front_End> My code I entered into Config.pm: $Self->{TicketAcl}->{'ACL-Customer-Queues'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage'] }}, PossibleNot => { Ticket => { Queue => [ '[RegExp]::', # this hides all sub-queues '[RegExp]^Stockholms Stad', #this hides just one queue# # '[RegExp]^MyLastQueue',# ] } # and just hide one more queue... } }; Now, the queue (or "To") list is empty. Now when entering a new ticket, I get "* Not valid" - message next to the "To" field when trying to submit the case. I thought that had to do with that the user cannot choose any receiver combined with that there is no default defined. Hence, I tried to define a default value, going to step 2... 2. When trying to define a default I also followed the instructions here: " Setting a default queue " @ http://wiki.otrs.org/index.php?title=Qu ... _Front_End <http://wiki.otrs.org/index.php?title=Queues_in_Customer_Front_End> This is how I did: Going to SysConfig in the admin-area. Searching for "CustomerTicketMessage" and choosing "Frontend::Customer::ModuleRegistration" from the result list. Scrolling down to "CustomerFrontend::Module###CustomerTicketMessage" and changing "Action" to "Action=CustomerTicketMessage;Subaction=StoreNew;Dest=9||Stockholms Stad::Stockholms Stad Service Desk" When getting the data about the queue directly from the database, this is the info about the queue: mysql> select id, name from queue where id=9; +----+-----------------------------------------------+ | id | name | +----+-----------------------------------------------+ | 9 | Stockholms Stad::Stockholms Stad Service Desk | +----+-----------------------------------------------+ 1 row in set (0.00 sec) BUT...still having the same problem with "* Not valid" message appearing next to the "To" field. Something I noted as well is that once I have chosen "Type", the drop-down list "Services" is also emptied, which it shouldn't be. It's being emptied after the "Type" has been chosen. I have been dealing with this for hours and feel I am as stuck as I can be now. Any advice would be highly appreciated, and if I can get a quite speedy answer I would be even happier. Thanks in advance! /Niklas

1 0

Upgrading from OTRS 2.2 to OTRS 2.4
by Мажар Денис 12 Aug '10

12 Aug '10

Hi All. Actually I don't know should I write to dev list or to user list... I'm using OTRS 2.2.5 and want to upgrade to OTRS 2.4.7, but I have some ugly hacks in 2.2.5 code. Most of them are in Kernel/Output/HTML/Standard/AgentTicketQueueTicketView.dtl file. It's some simple patches that changes visualization and adds additional queue. And as I can see there is no such file in new version. Can you please help me, in what files should I look instead? Thanks. PS Please add me to CC because I'm not subscribed to mailing list.

1 2

auto send copy of new ticket
by Steve Clark 12 Aug '10

12 Aug '10

Hi List, Is it possible to have otrs automatically send a copy of a newly created phone or email ticket to a specific mail address. We would like to have all new tickets sent xxxxx(a)netwolves.com Thanks, -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

2 2

Source for Iphone Application
by Erling Lothe 12 Aug '10

12 Aug '10

Hey! Have you released the source of the iphone app or are you going to do it? I am curious on how you solved the integration with the server side. I have never programmed in perl and therefor i cant fully understand how the JSON queries are handled on the phone side. And if the source is released, where can i find it? Erling L. Norwegian Geek

5 6

Seperate gueue for each ticket type and company
by niklas.johansson＠knowit.se 11 Aug '10

11 Aug '10

Hello, I am new to OTRS but has gotten quite far in setting up a test installation. Now, what I haven't figured out is how to give one Role access to tickets with one kind of Type. I have a multip-company installation which should handle the Incident Process for each company. Hence, the roles I would like to use for handlig tickets is one Incident Handler Role for each company. I have managed to get it working so the consumer can create tickets and it ends up in a queue for that company. The Incident Handler can only see the queue I have created for that company. Now, I would like to have a role that solely can see the queue for for one of the companies and only for Ticket Type "Incidents". How can I achieve that? In the next step I will add Problem as a type, that's why it is important for me to get this working. Thanks in advance! /Niklas

1 0

Attachment delete in forward ticket doesn't work.
by jverhoeff＠beckhoff.nl 11 Aug '10

11 Aug '10

Hi all, We use OTRS 2.4.7 for windows. We work as following: We get a ticket request. If we don't know the answer, we forward this question to our supplier. We receive an answer from our supplier. We forward this to the customer. This works fine in most cases. Sometimes the answer from our supplier has some attachments (for example screenshots) When we forward this answer to the customer we delete sometimes an attachment (because it is not relevant for the customer or it contains the original case text with emailadres) When we delete an attachment is seems that other (second) attachment in the same ticket is not send. - Can someone confirm this behaviour? - Are there suggestions how can we solve this? Met vriendelijke groet, Gruß, Best Regards, Jurjen Verhoeff

1 0

SOAP error: no element found at line 1, column 0, byte -1 WORKAROUND
by Steve Durbin 10 Aug '10

10 Aug '10

Hi All, Trying to get the SOAP interface working on our live box (test box was fine!) and hit the following error: no element found at line 1, column 0, byte -1 at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/XML/Parser.pm No SOAP commands worked at all. Bit of browsing turned up the fact that this happens to others with other SOAP/XML issues and that it was reported and not answered here back in Nov 2009. Testing with a non-OTRS SOAP test program showed same error. Workaround found is to edit one of the perl library modules SOAP::Transport::HTTP::CGI::handle (you'll probably find it somewhere like /usr/local/lib/perl5/site_perl/5.10.0/SOAP/Transport/HTTP.pm) And replace the sysread( STDIN, my $buffer, 1024 ) with read( STDIN, my $buffer, 1024 ) Doesn't appear to break anything here, but of course YMMV. Use at your own risk! Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

1 0

Fw: How to obtain specific stats
by Iyad Al-Hindi 10 Aug '10

10 Aug '10

Hi We are currently in the process of deploying and configuring OTRS. I wish to obtain very specific stats, meaning for example on the customer interface , one of the items is defined as password. But that includes tickets for VPN password , internet password, Sap password, etc... Is there a way for 'measuring' the number of incidents relating to each on...i.e VPN password..... internet password.....ap password, etc. Thanks in advance for your help, Iyad

1 1

HTTP 500 error when requesting json.pl on OTRS and Windows caused by perl path
by Richard Bartlett 10 Aug '10

10 Aug '10

Hi all, I'm running OTRS 2.4.7 on Windows Server 2003 SP2 with the customer back end pointing to an LDAP directory on Active Directory. Everything was working fine but when I installed the iPhoneHandle package (iPhoneHandle-0.9.4.opm via the OTS interface) all I could get (from the iPhone or a normal browser) was a 500 error. In the Apache error.log file I got; [Tue Aug 10 09:32:19 2010] [error] [client nn.nn.nn.nn] (OS 3)The system cannot find the path specified. : couldn't create child process: 720003: json.pl [Tue Aug 10 09:32:19 2010] [error] [client nn.nn.nn.nn] (OS 3)The system cannot find the path specified. : couldn't spawn child process: C:/Program Files/OTRS/OTRS/bin/cgi-bin/json.pl I checked the package and it was all showing as status OK in the package manager, I checked and the file c:\Program Files\otrs\otrs\bin\cgi-bin\json.pl exists, so assumed it was something other than the file just not being there. I checked json.pl and the first line pointing to perl was #!/usr/bin/perl -w. I compared it to my index.pl and substituted the line from there; #!C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe -w .. and now everything is working fine. I might have been dumb not to check this first, but just in case anyone else had the error I thought I'd post it up as I'm sure everyone's dying to get the iPhone app up and working! Regards -- Richard Bartlett (Computer Officer) University of Cambridge Institute of Continuing Education, # 01223 (7)46240

2 1

Problem with ticket numbering
by Ruslan 09 Aug '10

09 Aug '10

Hi! First we decided that our ticket numbers should consist of 8 digits. Then we admitted that it is too long. I tried to change Ticket::NumberGenerator::MinCounterSize: to 5, for example, but OTRS ignores old tickets and creates new ticket every time customer response us in old tickets. I restarted the web-server and OTRS. The problem persists. Is this task possible? What should I do? -- With best regards, Ruslan

1 0

OTRS 2.4 Auto Response Limit
by Bannard, Derek 09 Aug '10

09 Aug '10

Is there a way to limit the number or auto responses that are sent out to the same e-mail address within a certain time period? How would I combat the described below issue? Here's my situation; Company A sends us a monthly notification e-mail to our OTRS inbox notifying us of an update to their software. Our OTRS send back a message to their reply address indicating a ticket has been created. So far so good... Company A's auto responder now sends back a message saying they have received our e-mail, and it will be processed. This is a generic e-mail, containing none of the e-mail we sent to them through the OTRS auto responder, so no ticket number. Our OTRS now sees this as a new incident, creates and new ticket and replies back. Now the loop begins in earnest. (Wash, rinse, repeat...) [cid:image001.gif@01CB3543.31E93880] Derek Bannard [MCP, MCDST] Analyst, Information Technology Niska Gas Storage Partners LLC Direct: 403/513-8707 Cell: 403/510-9609 Fax: 403/266-0639 Web: http://www.niskapartners.com Mailing Address: 400 - 607 8th Ave SW Calgary, AB T2P 0A7 ________________________________ The information transmitted in this e-mail and attachments is intended only for the use of the intended recipient and may contain confidential and/or proprietary material. Any review, retransmission, dissemination or other use of, or taking any action in reliance on, this information by persons or entities other than the intended recipient is prohibited. The foregoing message contains information that may be legally privileged, confidential, proprietary or otherwise protected by law from disclosure, and is intended only for the use of the addressee(s) named above. If you are not the intended recipient of this message, or the employee or agent responsible for delivery of it to the intended recipient, you are hereby notified that any dissemination or copying of this message is strictly prohibited. If you have received this message is error, please immediately notify us by telephone at 403.513.8600 and delete the message. Thank you.

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Re: [otrs] otrs Digest, Vol 23, Issue 15
by Yasir Mughal 09 Aug '10

09 Aug '10

What if we do not want to create any customers, and may initially a dispatcher is creating tickets on customer's behalf? On 8/7/10, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: RES: Service items is not shown in ticket form > (Ferdinandus Rudijanto) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 6 Aug 2010 21:01:38 -0700 (PDT) > From: Ferdinandus Rudijanto <frudijanto(a)yahoo.com> > Subject: Re: [otrs] RES: Service items is not shown in ticket form > To: Felipe Boquetti de Oliveira Braga <fbobraga(a)tce.sp.gov.br>, "User > questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <426867.48768.qm(a)web54108.mail.re2.yahoo.com> > Content-Type: text/plain; charset="utf-8" > > Thanks a lot. It works. > > > Best Regards > > Ferdinandus Rudijanto > Email: frudijanto(a)yahoo.com > > > > > > ________________________________ > From: Felipe Boquetti de Oliveira Braga <fbobraga(a)tce.sp.gov.br> > To: frudijanto(a)yahoo.com; User questions and discussions about OTRS. > <otrs(a)otrs.org> > Sent: Sat, August 7, 2010 1:36:35 AM > Subject: RES: [otrs] Service items is not shown in ticket form > > > >From http://forums.otrs.org/viewtopic.php?f=61&t=4779&p=20121: > > ?please make sure you link services to customer users, or set default > services, > via Admin > Services? > > * the relation between costumer and services is on the section ?Customer > Users > <-> Services? in the admin panel > > ____________________________________ > Felipe Braga > > -----Mensagem original----- > De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Em nome de > Ferdinandus > Rudijanto > Enviada em: sexta-feira, 6 de agosto de 2010 14:58 > Para: otrs(a)otrs.org > Assunto: [otrs] Service items is not shown in ticket form > > Dear all > > I'm really new in OTRS. I like this application since it helps to manage the > IT > problems in my company. > > Now I just installed the ITSM modules. I saw new fields are added in the > ticket > form, e.g. Service and SLA. I added Services and SLAs, but when I create a > ticket, I don't see the Service and SLA list of values in the combo box. > > I really appreciate anybody who can give the solution of this problem. > > Regards > Rudi > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > >

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How to Require Drop-Down Free Text Field With No Default Value
by Hugh Kelley 08 Aug '10

08 Aug '10

I have added a free text field in my tickets and made it mandatory (2). Values A, B, C, and D are allowed by the drop-down list. Currently, the ticket defaults to "A" and never prompts the agent to change the value (all of the types are equally common so there is not truly a "default") value. I want to force agents to examine this value before the ticket can be closed. How can I achieve this? I tried adding an additional entry like this at the top: $Self->{'TicketFreeText1'} = { '' => '-', However, OTRS accepted this '-' as a valid default value, which was not my intention. Thanks in advance for your suggestions, Hugh

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Service items is not shown in ticket form
by Ferdinandus Rudijanto 07 Aug '10

07 Aug '10

Dear all I'm really new in OTRS. I like this application since it helps to manage the IT problems in my company. Now I just installed the ITSM modules. I saw new fields are added in the ticket form, e.g. Service and SLA. I added Services and SLAs, but when I create a ticket, I don't see the Service and SLA list of values in the combo box. I really appreciate anybody who can give the solution of this problem. Regards Rudi

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how to use otrs tickets types/layouts
by Norbert Bede 06 Aug '10

06 Aug '10

hi, i'm little confused, because there are some fields which has own reason to use on incidents, but not usable on problems or general question ticket. I'm looking for something as record type (separate layout on the same object), where each record type should have own layout. this way informations are the same database but not influence users on fields which are not on the right place. is there somenthing similar in otrs ? norbert

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