- otrs - OTRS mailing lists

Stats showing weird symbols
by Alejandra Piedra 05 Aug '10

05 Aug '10

Hey there! I'm having some problems with a stat, basically is showing weird symbols were there should be an accent. My users use Spanish as a language so, a lot of words have accents. Thanks and regards María Alejandra Piedra

1 0

Exporting some tickets from one OTRS server to another
by Amit Sharma 05 Aug '10

05 Aug '10

Hi, I have two servers of OTRS running in my office. I would like to export tickets of some queues from Server 1 and import into Server 2. Both are running version 2.4.7 on Linux. Is it possible? How? regards, amit

2 1

Customer's response becomes a new ticket
by Ruslan 05 Aug '10

05 Aug '10

Hi! OTRS 2.4.7. became to treat the customer's response as a new ticket. It happens when the customer replies without changing the ticket subject. Any help would be appreciated. Thanks you. -- With best regards, Ruslan

2 1

changing the email address of ticket notifications
by Gregory Heffron 05 Aug '10

05 Aug '10

I've set up a gmail account for receiving and sending tickets to our OTRS system. But ticket notifications to agents get sent out from another address -- the default otrs(a)shambhala.org address. Email from our server gets marked as spam a lot (our server team are volunteers, and have no time to deal with spam issues), so ticket notifications are being marked as spam, or are delayed in delivery. Is there any way to change the email address that ticket notifications come from? I looked around in the Admin section and also in the Admin manual, but couldn't find any info. Best, Greg

1 0

Stop Processing requests that have multiple adddresses
by Marretta, Rosanna 05 Aug '10

05 Aug '10

Hi All, Is there a way to stop requests coming into OTRS when there are multiple address in the To, CC or Bcc fields please? Thank you. Rosanna

1 0

LDAP
by Marretta, Rosanna 05 Aug '10

05 Aug '10

Hi All, Is anybody able to tell me if there is LDAP support in OTRS. When forwarding a call, it would be nice to select from our Active Directory rather than having to type out the whole email address. Many thanks, Rosanna

2 4

Scheduled CI export
by Ruslan 05 Aug '10

05 Aug '10

Hello every one. At last! in our It department we implemented the way to export and keep an actualized information about our AD computers. The way is - Using Group policies, gather information about computer names and hardware with Everest software and copy it to *csv files. (Every time after Group policies processed - we have actual information about Computers) Next step is Running script to compile "Export.csv" file with information about AD computers And Last step - Import this information into OTRS. So now we thinking about the way how to make Import process run automatically. May some one have an idea about it?

1 0

how to disable Agent::LockTimeout notifications?
by Leonardo Certuche 04 Aug '10

04 Aug '10

Hello there, The organization we're currently deploying OTRS on, is not interested in using the lock timeout feature. In order to avoid it, we setup every queue with Unlock timeout=0 (it says *0 = no unlock*) but Agents keep getting Agent::LockTimeout notifications. How can we avoid it? Is there any way to disable some of the notifications defined at /otrs/ index.pl?Action=AdminNotification ? Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co

3 2

xml references in every ticket?
by Fürtbauer Wolfgang 04 Aug '10

04 Aug '10

Dear all, I'm facing strange behaviour when creating new tickets via mail: The body if the ticket begins with: http://www.w3.org/TR/REC-html40" .. can anybody help please? Wolfgang Wolfgang Fürtbauer Leitung IT ASAMER Holding AG Unterthalham Strasse 2 4694 Ohlsdorf AUSTRIA tel +43 50 799 - 2500 fax +43 7612 799 - 9526 mobile +43 664 8332326 w.fuertbauer(a)asamer.at www.asamer.at This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message by mistake, please advise the sender.

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Three issues upgrading 2.4.7 to 3.0b
by Paul Taylor 03 Aug '10

03 Aug '10

Not sure if two of three issues impacted by install but wanted to post what happened to be complete. During upgrade step 8) Apply the database changes (part 1/2) I received two error messages. ***** Step 8 ***** [root@orca otrs]# cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1061 (42000) at line 12: Duplicate key name 'ticket_until_time' ERROR 1101 (42000) at line 343: BLOB/TEXT column 'content_type' can't have a default value [root@orca otrs]# ***** Error 1061 steps: ***** mysql> alter table ticket -> drop index ticket_until_time; Query OK, 121 rows affected (0.01 sec) Records: 121 Duplicates: 0 Warnings: 0 mysql> CREATE INDEX ticket_until_time ON ticket (until_time); Query OK, 121 rows affected (0.02 sec) Records: 121 Duplicates: 0 Warnings: 0 ***** Error 1101 steps ***** Found this reference on mysql bug didn't know what to do next...any ideas? http://bugs.mysql.com/bug.php?id=19498 ***** Final known error ***** Posted pics and details http://forums.otrs.org/viewtopic.php?f=63&t=5512 I am unable to log in with customer users. Agent users appear to be working fine. When I attempt login with customer user I get a cute little picture saying "Panic! No UserData!!!" Don't know to do about this error someone suggested bug but I wanted to pass on to community first.

1 0

upgrade 3.0 notes
by Marco Vannini 03 Aug '10

03 Aug '10

Hi all, Some notes during the update process. In test I'm using a gentoo having a production copy of OTRS 2.4.7 (that is on a fedora 11 though). preupgrade script: cadreghino otrs # cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1061 (42000) at line 12: Duplicate key name 'ticket_until_time' ERROR 1050 (42S01) at line 50: Table 'virtual_fs' already exists ERROR 1050 (42S01) at line 63: Table 'virtual_fs_preferences' already exists ERROR 1050 (42S01) at line 73: Table 'virtual_fs_db' already exists ERROR 1101 (42000) at line 343: BLOB/TEXT column 'content_type' can't have a default value (can be not considered ?) pl command: cadreghino otrs # scripts/DBUpdate-to-3.0.pl Start migration of the system... Need Ticket::ViewableStateType in Kernel/Config.pm! after a system restart, accessing with a Chrome 6b, I get : Browser Warning The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information. Going on testing with another browser. I'll update this if I'll get something else "strange". Ciao ! MV

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Dashboard only for admin?
by Amit Sharma 03 Aug '10

03 Aug '10

Hi, How do I enable Dashboard only for administrator? Currently it is disabled through sysconfig but I would like it to be available for admin. regards, amit

2 1

OTRS 3.0 Beta 1 Installed!
by Amit Sharma 02 Aug '10

02 Aug '10

Hi, Just sharing my joy of installing OTRS 3.0 Beta 1 Will keep you posted! regards, amit

1 0

Customer User link to Config Item class elements
by Egor Tsilenko 02 Aug '10

02 Aug '10

Hi otrs geeks! Is it possible to create links beetween Customer Users and Config Item elements? Thanks in advance. -- ??? ???? - ???? ??????? <http://bg8s.moikrug.ru/?from=userlink>???? ??????? <http://bg8s.moikrug.ru/?from=userlink>

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Add another Icon in Navigator Bar
by Amit Sharma 02 Aug '10

02 Aug '10

Hi, How can I add a new Icon, say Reports to the Nav bar, which, when clicked should open a link http://www.example.com please help. regards, amit

1 0

Diference
by Jober Mijares 30 Jul '10

30 Jul '10

Hi, What is the diference between the ticket's states "NEW" and "OPEN" Thanks

2 1

How to become a user client as an agent?
by Sergio Cintra 29 Jul '10

29 Jul '10

Louis If the user client account already exists? Sergio

2 1

Marcelo Mangiacavalli is out of the office.
by marcelo.mangiacavalli＠lanxess.com 29 Jul '10

29 Jul '10

Estaré ausente de la oficina desde el 29/07/2010 y no volveré hasta el 02/08/2010. I will be out of my office. 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

Time Accounting Package - Reporting
by Esteban Abete 29 Jul '10

29 Jul '10

Hi, I'm working with OTRS 2.4 and i have installed Time Accounting Package Version 1.3.3 The reporting section of this module,does not alow to get any customized report of the information loaded trought this module. Is there any way to get de information trought the Stats module of the OTRS?? Can anybody help me? Regards, -- Atte. Esteban Abete

2 2

Need to refresh Stats graph in every 5min, what to do?
by Pradumna Maheshwari 29 Jul '10

29 Jul '10

Hello I want that 7 Day Stats graph should be auto refresh in 5 mins, where should make the changes? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com =====-----=====-----===== 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

Can someone explain, how First Contact Resolution Rate is calculated..?
by Pradumna Maheshwari 29 Jul '10

29 Jul '10

Hello How First Contact Resolution Rate is calculated..? Is it means all tickets created and closed at the same day or ticket created and closed by one particular queue? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com =====-----=====-----===== 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

Name in list of services appears cutted
by Rui Francisco 27 Jul '10

27 Jul '10

Hi, We have a long list of services, some of them with a long description. In the agent email ticket button, the longest service names appear with [..] and not enough description Where can i change this setting to allow the full service name ? Thank you Rui Francisco -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

2 1

OTRS Error POP3 error
by rc 27 Jul '10

27 Jul '10

Hi We run OTRS 2.3.7 on Debian Lenny. When a new ticket sent via email, it is set to a email box and otrs picks it up via POP3 and puts it into a new queue For some reason, from last week we have been getting this error message very time the POP3 script runs 'Useless use of anonymous list ([]) in void context at /usr/share/otrs/Kernel/Config.pm line 50'. I am not sure waht this message means or how to go about fixing this, This is generating lots of new tickets in email queue As far as I know, we have not made any chnages to the email system or OTRS prior to this Thanks RC This e-mail is intended only for the addressee. It (together with any files transmitted with it) is private and confidential and may contain legally privileged information. If you are not the named addressee please do not read, print, re-transmit, store or act in reliance on it or any attachments. Instead please contact support(a)bhf.org.uk and remove it from your system. Opinions, conclusions and other information in this message that do not relate to the official business of my organisation shall be understood as neither given nor endorsed by it. All messages sent and received by this organisation may be monitored as permitted by law. BHF main switchboard number is 020 7554 0000 British Heart Foundation A Company Limited by Guarantee Registered in England and Wales Registered Office: Greater London House 180 Hampstead Road London NW1 7AW Company Registration Number 699547 British Heart Foundation is a registered charity in England and Wales (225971) and in Scotland (SC039426) ________________________________________________________________________ This email has been scanned for all viruses by the MessageLabs SkyScan service. For more information on a proactive anti-virus service working around the clock, around the globe, visit http://www.messagelabs.com ________________________________________________________________________

1 0

How to change text in customer ticket update notification?
by paul gore 27 Jul '10

27 Jul '10

Hello, I run otrs 2.4.7 under centos and I use external mysql backend for customers. I am wondering how do I change notification which a customer gets via e-mail when an agent updates his ticket? Currently full text of update gets sent to a customer and I want to limit that to may be 50 characters.

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How to become a user client as an agent?
by Sérgio Cintra 27 Jul '10

27 Jul '10

Hi there How to become a user client as an agent? And would like to thank the response previously sent about my last questions. Many thanks

2 1

Error in the log about freefield
by Martignier, Philippe 27 Jul '10

27 Jul '10

Hi there, I have an error in the log when I create tickets. Here is the message: Unknown column 'freetext16' in 'field list', SQL: 'UPDATE ticket SET user_id = ?, change_time = current_timestamp, change_by = ? WHERE id = ?' The problem is that the owner of the ticket and the customer id (and all the freetext) are not saved anymore with the tickets ... Any idea of what is wrong? I am bit a lost with a system that is no more working as it should ... Many thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

OTRS 3.0 beta admin manual?
by Jos Vos 26 Jul '10

26 Jul '10

Hi, Is there a (draft) OTRS 3.0 admin manual available? Or will there be one available on 2 August, when the 3.0 beta software is released? When testing the CVS version, as I'm doing right now (will switch to 3.0 beta on 2 August), an accompanying admin manual would be nice to have :). Thanks, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

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Re: [otrs] Can anyone tell me when OTRS 3.0 is downloadable???
by Bhavik - Gmail 26 Jul '10

26 Jul '10

I neeed to know it very urgently as I m making my next month schedule to my respected client. ----- Original Message ----- From: otrs-request(a)otrs.org To: otrs(a)otrs.org Sent: Monday, July 26, 2010 5:30 PM Subject: otrs Digest, Vol 22, Issue 57 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: UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled! (Martin Edenhofer) ---------------------------------------------------------------------- Message: 1 Date: Mon, 26 Jul 2010 13:57:27 +0200 From: Martin Edenhofer <martin(a)otrs.org> Subject: Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled! To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <2B9F0EA6-1392-4079-98CD-44212401E237(a)otrs.org> Content-Type: text/plain; charset=us-ascii Hi, On 26.07.2010, at 10:28, Alexander Halle wrote: >> I think this is a really good idea. I'd love to participate in this >> meeting. What's the (possible) agenda ? > > I've set up a wiki page for coordination : > > http://wiki.otrs.org/index.php?title=OTRS_user_meeting_08/2010 > > Regarding the agenda, has anyone the old agenda as an orientation ? What was the start time, 11:00 ? Cool! Sounds like web 2.0! :) I also will participate! :) -Martin ------------------------------ --------------------------------------------------------------------- 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/ End of otrs Digest, Vol 22, Issue 57 ************************************

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Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled!
by Frank Tailor 26 Jul '10

26 Jul '10

OTRS User Group Meetup! Release Party got canceled<http://forums.otrs.org/viewtopic.php?f=2&p=21885#p21885> Hi, I just recognized, that the OTRS 3.0 Beta Release Party got canceled because of emergency absence of our Community Marketing Manager. :( See also, http://otrs.org/news/2010/otrs_release_party_canceled/ (On otrs.com, the whole invitation got dropped (http://bit.ly/95sp12)) BUT, I already have booked my trip and I really would love to talk to other OTRS users. ----- So how about an OTRS User Group Meetup? ----- OTRS User Group Meetup 2010 Topics: Use Cases, Interesting Topics around OTRS, Have a closer look into OTRS 3.0 Beta 1 Date: 02 AUG 2010 Location: Original location, planed for the OTRS 3.0 Beta Party (my boss will take over the reservation, sponsoring) Germany Haus der Jugend Frankfurt Meeting Raum: Skyline Deck Deutschherrnufer 12 60594 Frankfurt Please let me know what do you think? Just reply! I really would love to organize this with one of you! On Tue, Jun 22, 2010 at 9:05 AM, Shawn Beasley <shawn.beasley(a)otrs.com>wrote: > Dear OTRS Community, > > The beta release party, scheduled for the day of the beta release of OTRS 3 > 02AUG10, has moved to the planning phase. The agenda is still in work, and > should be released by Monday 28JUN10. Everyone is welcome who pre-registers > with OTRS AG. > > Please pre-register per mail to "Event Registrar <rsvp.event(a)otrs.com>" if > you would like to attend the release party. We will then confirm the > reservation shortly before the event. > > The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder > of the time being around users sharing the same interest as you: OTRS. > > Locations where the party will happen: > > * area of Frankfurt, Germany > * Cupertino, California > > ...and new on the list.... > > * Leiden, The Netherlands > > P.S. ... anyone looking to aid in the organization, please contact me > directly. > > -- > > Shawn Beasley > > Manager Community Marketing > > OTRS AG > Norsk-Data-Str 1 > 61352 Bad Homburg > Germany > > T: +49 (0) 9421 56818 330 > F: +49 (0) 9421 56818 18 > I: http://www.otrs.com/ > > Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT > ID: DE256610065 > Chairman: Burchard Steinbild, Managing Board: André Mindermann > >

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Adding a new ticket creation screen
by McCarroll, Robert 26 Jul '10

26 Jul '10

Our call center supports two separate phone lines, and the information required for a request on one line is radically different from the information required on the other line. It has also been determined that we would like to retain the option of processing e-mail requests. As such I wanted to know if there was a way to either add an additional ticket creation screen which would have it's own template, or to have the ticket type determine which fields appeared and were required on the primary ticket creation screen. I have thusfar been unable to find any information which indicates either is possible without an expert understanding of perl, but I may have been looking in the wrong places. Robert McCarroll Systems Administration NYS Department of Civil Service

2 1

No navigation bar
by Annika Liikanen 26 Jul '10

26 Jul '10

Hi! I have a strange problem with few agents. When they log in, there´s no navigation bar at all. There opens just Time Accounting page, but no navi bar, no icons. We all agents have the same rights, my account works. I made a new test account and it works too. Any ideas? -- Annika Liikanen www.onh.fi

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Want to know the feature of otrs 3 ASAP.
by Bhavik - Gmail 26 Jul '10

26 Jul '10

Mainly I need to know the Language supporting feature specially for Arabic. Regards, Bhavik Shah General Manager

1 0

Re: [otrs] Agent user's manual
by Pradumna Maheshwari 26 Jul '10

26 Jul '10

Hello Michiel, Is there any updates on Agent manual? Is it present somewhere? 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

How to setup different Databases for OTRS?
by Michelle Konzack 25 Jul '10

25 Jul '10

Hello OTRS Experts. I try again OTRS but HOW CAN I USE different databases if I have only one admin Server? The server is <admin.tamay-dogan.net> and the main structure is /tdwave/abuse/otrs/ support/otrs/ /tdnet/abuse/otrs/ support/otrs/ /itsystems/support/otrs/ /electronica/support/otrs/ All 6 setups are accessibel but bow can I now use 6 seperated databases for it? Also /tdwave/abuse/otrs-web/ does not work. Note 1: <tdwave>, <tdnet>, <itsystems> and <electronica> are seperated enterprises which MUST have there own database. Note 2: More installations coming soon. (I need more then 30 databases) Thanks, Greetings and nice Day/Evening Michelle Konzack ----[ '/home_www_1/APACHE_available/admin.tamay-dogan.net' ]------------ <VirtualHost 192.168.0.69:80> ServerAdmin michelle.konzack(a)tamay-dogan.net ServerName admin.tamay-dogan.net DocumentRoot /home_www_1ONFIG_admin.tamay-dogan.net/htdocs <Directory /> Options FollowSymLinks Indexes AllowOverride None </Directory> # debug, info, notice, warn, error, crit, alert, emerg. LogLevel warn ErrorLog /home_www_1/CONFIG_admin.tamay-dogan.net/log/apache/error.log LogFormat "[%V] %p %h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" vhost CustomLog /home_www_1/CONFIG_admin.tamay-dogan.net/log/apache/access.log vhost ServerSignature On #################################################################### # added for OTRS (http://otrs.org/) #################################################################### # Global OTRS2 settings <IfModule mod_perl.c> SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlOptions +SetupEnv </IfModule> # directory settings <Directory "/usr/share/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/usr/share/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> <IfModule mod_perl.c> # load all otrs modules Perlrequire /usr/share/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec </IfModule> #################################################################### # Setings for <abuse(a)tdwave.net> # agent, admin and customer frontend ScriptAlias /tdwave/abuse/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /tdwave/abuse/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /tdwave/abuse/otrs> # ErrorDocument 403 /tdwave/abuse/otrs/customer.pl AllowOverride None ErrorDocument 403 /tdwave/abuse/otrs/index.pl ErrorDocument 404 /tdwave/abuse/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /tdwave/abuse/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <abuse(a)tamay-dogan.net> # agent, admin and customer frontend ScriptAlias /tdnet/abuse/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /tdnet/abuse/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /tdnet/abuse/otrs> # ErrorDocument 403 /tdnet/abuse/otrs/customer.pl AllowOverride None ErrorDocument 403 /tdnet/abuse/otrs/index.pl ErrorDocument 404 /tdnet/abuse/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /tdnet/abuse/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <support(a)tdwave.net> # agent, admin and customer frontend ScriptAlias /tdwave/support/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /tdwave/support/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /tdwave/support/otrs> # ErrorDocument 403 /tdwave/support/otrs/customer.pl AllowOverride None ErrorDocument 403 /tdwave/support/otrs/index.pl ErrorDocument 404 /tdwave/support/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /tdwave/support/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <support(a)tamay-dogan.net> # agent, admin and customer frontend ScriptAlias /tdnet/support/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /tdnet/support/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /tdnet/support/otrs> # ErrorDocument 403 /tdnet/support/otrs/customer.pl AllowOverride None ErrorDocument 403 /tdnet/support/otrs/index.pl ErrorDocument 404 /tdnet/support/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /tdnet/support/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <support(a)itsystems.tamay-dogan.net> # agent, admin and customer frontend ScriptAlias /itsystems/support/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /itsystems/support/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /itsystems/support/otrs> # ErrorDocument 403 /itsystems/support/otrs/customer.pl AllowOverride None ErrorDocument 403 /itsystems/support/otrs/index.pl ErrorDocument 404 /itsystems/support/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /itsystems/support/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <support(a)electronica.tamay-dogan.net> # agent, admin and customer frontend ScriptAlias /electronica/support/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /electronica/support/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /electronica/support/otrs> # ErrorDocument 403 /electronica/support/otrs/customer.pl AllowOverride None ErrorDocument 403 /electronica/support/otrs/index.pl ErrorDocument 404 /electronica/support/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /electronica/support/otrs-web/maintainance.html </IfModule> </Location> #################################################################### </VirtualHost> ------------------------------------------------------------------------ -- ##################### Debian GNU/Linux Consultant ###################### Development of Intranet and Embedded Systems with Debian GNU/Linux itsystems@tdnet France EURL itsystems@tdnet UG (limited liability) Owner Michelle Konzack Owner Michelle Konzack Apt. 917 (homeoffice) 50, rue de Soultz Kinzigstraße 17 67100 Strasbourg/France 77694 Kehl/Germany Tel: +33-6-61925193 mobil Tel: +49-177-9351947 mobil Tel: +33-9-52705884 fix <http://www.itsystems.tamay-dogan.net/> <http://www.flexray4linux.org/> <http://www.debian.tamay-dogan.net/> <http://www.can4linux.org/> Jabber linux4michelle(a)jabber.ccc.de ICQ #328449886 Linux-User #280138 with the Linux Counter, http://counter.li.org/

2 1

when is update time reached?
by Leonardo Certuche 24 Jul '10

24 Jul '10

Hello there, According to http://doc.otrs.org/2.4/en/html/x1184.html, update time for tickets is reached in the following conditions: Escalation - Update Time: If there is an article added, such as a follow-up > via e-mail or the customer portal, the escalation update time is reset. If > there is no customer contact, either email-external or phone, added to a > ticket before the time defined here expires, the ticket is escalated. Even though, after adding external notes, triggering notifications to the client or even recieving an update from him, the update time keeps showing on the screen. Any explanation about this topic is more than welcome Thanks, Leonardo Certuche www.itconsultores.com.co

2 2

Ticket and FAQ linked
by Sérgio Cintra 24 Jul '10

24 Jul '10

Hi there How to disassociate a faq for a ticket? Many thanks. _________________________________________________________________ TRANSFORME SUAS FOTOS EM EMOTICONS PARA O MESSENGER. CLIQUE AQUI PARA COMEÇAR. http://ilm.windowslive.com.br/?ocid=ILM:Live:Hotmail:Tagline:senDimensao:TR…

2 1

Document Management for ISO Managemet Systems,
by Luis Daniel Lucio Quiroz 24 Jul '10

24 Jul '10

HI all, As we know OTRS complies with itil/iso20000, the question here is if otrs has a module to manage also documents that iso needs, like quality manual and records and all stuff. The main idea is to have all in one tool and not to use many. thanx LD

3 2

ticket creation date based on email send / receive date
by mb 24 Jul '10

24 Jul '10

Hi all, Once again: Is there any way to set the ticket creation date based on the email send / receive date. The reason behind: Sometimes the requests are sent to the wrong email box and moved / copied later to the otrs inbox. Therefore I'd like to use the send / receive date and not the fetch date. I appreciate any hint! Thanks mb

3 2

Re: [otrs] Company Tickets
by Marco Vannini 23 Jul '10

23 Jul '10

Not really, it is used to see the tickets opened by client's coworker (that have the same companyid) Il giorno 23/lug/2010 18:15, "Sérgio Cintra" <scintra(a)hotmail.com> ha scritto: Hi there In customer.pl interface we have the CompanyTickets menu. Besides we have many tickets closed this menu doesn´t show anything. Is it for only open tickets? Best regards --------------------------------------------------------------------- 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/

1 0

Closed tickets and tickets related to the service
by Marek Hall 23 Jul '10

23 Jul '10

Hi I've been searching for some time, but could not find the option to see all registered and closed tickets. Is this available in OTRS? Also, would be nice to get an overview of all tickets related to the custom service. regards mh

3 2

Customer notification / information
by Sérgio Cintra 22 Jul '10

22 Jul '10

Hi there Besides the interface of interaction with the customer (customer.pl), how can I directly ask the client to respond to my requests. Because, it is not always the client is logged in the interface (customer.pl). Thanks in advance for any help. Best regards

2 1

On modifying Queue name, it get disappear from Customer Interface while raising new ticket
by Pradumna Maheshwari 22 Jul '10

22 Jul '10

Hello Nils, I am facing a problem, hope you can help me. After modifying the queue name from 'Queue' link of Admin area, the name get updated there. Also, I can see the updated queue name in the Customer Interface if any ticket has been previously raised in that queue. There updated queue name use to come. But while raising new ticket, the modified queue get disappear from 'To' option . Where I need to modify queue name more? I have updated the Queue name in Sysconfig also @ http://170.205.219.130/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&S… but its not working... What 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

1 0

Create ticket and send email to customers via OTRS API
by Sándor Fehér 20 Jul '10

20 Jul '10

Hi, I would like to create tickets via SOAP interface. I have two problems. 1. However tickets get created succesfully otrs does not send email to customers. 2. I set the mimetype (I would like to send html emails) but they only display in plain text. Thanks in advance. Regards., Sandor <?PHP error_reporting(E_ALL); function create_ticket($subject,$email1,$email2,$otrs_ticket_nr,$body) { $url = "http://192.168.1.x/otrs/rpc.pl"; $username = "api"; $password = "api"; $title = $subject; $from = "support(a)domain.com"; $email1 = "testagent(a)domain.com"; # Set up a new SOAP connection: $client = new SoapClient(null, array('location' => $url, 'uri' => "Core", 'trace' => 1, 'login' => $username, 'password' => $password, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); # Create a new ticket. The function returns the Ticket ID. #var_dump($client->__getFunctions()); if(empty($otrs_ticket_nr)) { $TicketID = $client->__soapCall("Dispatch", array($username, $password, "TicketObject", "TicketCreate", "Title", $title, "Queue", "Raw", "Lock", "unlock", "PriorityID", 3, "State", "new", "CustomerUser", $email1, "OwnerID", 21, "UserID", 21, )); } else { $TicketID=$otrs_ticket_nr; }; //echo "tid ".$TicketID; $ArticleID = $client->__soapCall("Dispatch", array($username, $password, "TicketObject", "ArticleSend", "TicketID", $TicketID, "ArticleType", "email-external", "SenderType", "agent", "HistoryType", "OwnerUpdate", "HistoryComment", "ff->otrs api", "From", $from, "Subject", $title, "To", $email1, "Cc", $email2, "Charset", "utf8", "MimeType", 'text/html', "Body", $body, "UserID", 21, "Loop", 1, "Attachment" , "[ { Content => 'text/html', ContentType => 'text/html', Filename => 'templates/styles_base.css', }, { Content => 'text/html', ContentType => 'text/html', Filename => 'templates/styles_base.css', }, ]", )); # Use the Ticket ID to retrieve the Ticket Number. /*$TicketNr = $client->__soapCall("Dispatch", array($username, $password, "TicketObject", "TicketNumberLookup", "TicketID", $TicketID, ));*/ } ?> -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. .......................................................................................... http://www.bluesystem.hu : http://www.adatmegorzo.hu : http://www.bluehosting.hu .......................................................................................... Kérem gondoljon a környezetre mielőtt kinyomtatná ezt az e-mailt vagy bármely csatolmányát. Please consider the environment before printing this e-mail and any associated attachments.

1 1

Agent step-by-step troubleshooting module
by Norbert Bede 20 Jul '10

20 Jul '10

hi, I'm looking for a step-by-step style troubleshooting module or solution for otrs agents. any recommendations ? norbert bede

1 0

Forum: not receiving the "activation e-mail"
by Felipe Boquetti de Oliveira Braga 19 Jul '10

19 Jul '10

Ive registered to the http://forums.otrs.org/ some days ago (2010-07-15) and an activation e-mail e-mail has not arrived yet. Trying to log on leads to The specified username is currently inactive. If you have problems activating your account, please contact a board administrator. - Ive used the Resend activation e-mail several times (my username in it is fbobraga, and the e-mail related to it is fbobraga@tce.sp.gov.br). I could not find a board administrator e-mail: thats why Im sending this mail. Can anyone help me? Thanks ____________________________________ Felipe Braga Tribunal de Contas do Estado de São Paulo (TCESP) Departamento de Tecnologia da Informação (DTI) Diretoria de Tecnologia (DTec) Rua Venceslau Brás, 183 - 2º andar - Centro CEP: 01016-000 - São Paulo - SP Fones: (11) 3292-3640

1 0

Re: [otrs] Sharing tickets across customer users
by Taylor, Paul W [FIN] 19 Jul '10

19 Jul '10

Hi Nils, I got CustomerIDs field to appear. I reread http://doc.otrs.org/2.4/en/html/x1801.html from the top. First section 11.2.1 shows sample configuration of backend db. My Config.pm did not have $Self->{CustomerUser} = { blah blah blah } that sample did so I copied that into Config.pm. Went to browser and hit F5 and now I have the CustomerIDs field. Are there any group / company IDs that I simply assign one variable to each customer user then all of the customer users with same company ID can view / edit each other tickets? Adding individual users to each other seems so manual. Thanks, Paul -----Original Message----- Date: Sat, 17 Jul 2010 11:39:58 +0200 From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> Subject: Re: [otrs] Sharing tickets across customer users To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <8EAD8C04-E652-4CD8-A523-1F7F9ED35E2D(a)leidex.net> Content-Type: text/plain; charset="windows-1252" Hi, On 15.07.2010, at 22:32, Taylor, Paul W [FIN] wrote: > I?m trying to get OTRS to allow customer users to share tickets in same group and eventually I will have two groups. > I made the mysql db change per http://doc.otrs.org/2.4/en/html/x1801.html > > mysql> ALTER TABLE customer_user ADD customer_ids VARCHAR (250); > Query OK, 1 rows affected (0.02 sec) > Records: 1 Duplicates: 0 Warnings: 0 You actually did not tell us what problem you are facing but I guess you will never come to a working system with that config file. The Customer Map needs to be completed, not just with the line you posted here. A complete map is written in Kernel/Config/Defaults.pm where you can just copy the default configuration to Kernel/Config.pm and modify the map content to your needs, e.g. adding the new line for customer_ids. Freundliche Gr??e / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project This e-mail may contain Sprint Nextel Company proprietary information intended for the sole use of the recipient(s). Any use by others is prohibited. If you are not the intended recipient, please contact the sender and delete all copies of the message.

1 0

Re: [otrs] 7 days Stat problem while saving
by Pradumna Maheshwari 19 Jul '10

19 Jul '10

No Nils, it doesnt work afterward also, as the error remains. The thing is, this error is showing in IE only not in Mozilla. 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 ____________________________________________ From: otrs-request(a)otrs.org To: otrs(a)otrs.org Date: 07/17/2010 03:07 PM Subject: otrs Digest, Vol 22, Issue 41 Sent by: otrs-bounces(a)otrs.org 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: 7 days Stat problem while saving (Nils Leideck - ITSM) 2. Re: Working time function (Nils Leideck - ITSM) 3. Re: Multiple mails by User (Nils Leideck - ITSM) 4. Re: Queuewise Timezones! (Nils Leideck - ITSM) ---------------------------------------------------------------------- Message: 1 Date: Sat, 17 Jul 2010 11:28:12 +0200 From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> Subject: Re: [otrs] 7 days Stat problem while saving To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <E2166B79-F666-404B-A98F-B1C5D809CD9A(a)leidex.net> Content-Type: text/plain; charset="iso-8859-1" Hi, On 16.07.2010, at 16:05, Pradumna Maheshwari wrote: > While updating the Setting on dashboard, after checking for '7 days Stat' and saving it, I am getting an error "Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center" And? Does it work afterwards? Freundliche Gr??e / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project

1 0

Ticket create timestamp
by James, Michael 17 Jul '10

17 Jul '10

Hello List, Does anyone know of a way to display the Ticket Create Timestamp on the AgentTicketClose view? It would be useful to display the Ticket Create Timestamp somewhere on the page so the Agent can refer to it. Can the string $TimeShort{"$QData{"Created"}"} be used in AgentTicketClose.dtl? I'm not sure of the syntax or in which block it could be included. Many thanks and have a great weekend. Mike Mike James Netzbetrieb - Broadband, Unitymedia Group, Michael Schumacher-Str. 1, 50170 Kerpen

2 3

OTRS + Nginx + Fcgi howto
by Mark Schouten 17 Jul '10

17 Jul '10

Hi all, I've been working on a way to run multiple OTRS instances on a single machine, while keeping performance. I managed to achieve it using Nginx and Fcgi and thought you might like the howto. You can find the english version here: http://www.tuxis.nl/support/how-to/otrs-in-nginx-using-fcgi There's a dutch version too, for those that prefer it. Feedback is always welcome! Regards, -- Mark Schouten | Tuxis Internet Engineering KvK: 09218193 | http://www.tuxis.nl/ T: 0318 640168 | info(a)tuxis.nl M: 06 53463918 | mark(a)tuxis.nl

2 2

Hide "Ticket type" when creating a new ticket
by Mickael MAINDRON 17 Jul '10

17 Jul '10

Hi All, After some searches i'm unable to find the answer to my question. So, maybe you can help me here ;-) When creating a new ticket, the support team select the right queue where the ticket has to be routed to in order to deal with the client's request. At the ticket's closing, for statistics and reporting purpose, I want that the support team defines what the root cause of the ticket really was. For that, i enabled "Ticket::Type" feature in "Core::Ticket", and allowed "TicketType" in "Ticket:Frontend::AgentTicketClose", and it works well. However, when creating a new ticket (in phone view), OTRS asks me to define the "Ticket Type" as a mandatory field. So, i would like to know if there is a way to hide (or disable) ticket type when creating a new ticket, while letting it appears when closing. Thanks in advance for your feedbacks. Regards, -- Mickael

2 1

Service list in tickets does not show
by Rui Francisco 17 Jul '10

17 Jul '10

Hi, I was setting up a OTRS installation and in the tickets it was configured that when the owner changed it was also possible to change the service. Something i changed, made it disappear. What is the way to make it appear again ? Is it possible to make selection of services for agent restrictive (just some services per agent) ? Thanks Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

2 1

Sharing tickets across customer users
by Taylor, Paul W [FIN] 17 Jul '10

17 Jul '10

Hi, I'm trying to get OTRS to allow customer users to share tickets in same group and eventually I will have two groups. I made the mysql db change per http://doc.otrs.org/2.4/en/html/x1801.html mysql> ALTER TABLE customer_user ADD customer_ids VARCHAR (250); Query OK, 1 rows affected (0.02 sec) Records: 1 Duplicates: 0 Warnings: 0 Here is my Config.pm file: [root@orca Kernel]# more Config.pm # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = '****************'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{Da tabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{Databa seHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # # My changes # Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http- link, readonly, http-link-target [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], ], # # End My Changes # # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'xxxxxx ops'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'xxxx.xxxx.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'xxxx(a)xxxx.com'; $Self->{'DefaultCharset'} = 'utf-8'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1; Thanks for your help. Paul ________________________________ This e-mail may contain Sprint Nextel Company proprietary information intended for the sole use of the recipient(s). Any use by others is prohibited. If you are not the intended recipient, please contact the sender and delete all copies of the message.

2 1

Queuewise Timezones!
by Amit Sharma 17 Jul '10

17 Jul '10

Hi, Is there any way to have Queuewise Timezones for Queues? E.G. Queue ABC tickets has timezone of GMT +0530 and Queue XYZ tickets has timezone of GMT -0100 regards, amit

2 1

Re: [otrs] Working time function
by Alejandra Piedra 17 Jul '10

17 Jul '10

Hey there! Any hints on this issue? Thanks and regards Maria Alejandra Piedra De: Alejandra Piedra Enviado el: Lunes, 12 de Julio de 2010 10:58 a.m. Para: 'otrs(a)otrs.org' Asunto: Working time function Hello! I'm trying to use the $TimeObject->WorkingTime() function, but is not returning anything! Am I doing something wrong? I already checked the parameters, but still is not returning anything Thanks and regards! María Alejandra Piedra

2 1

7 days Stat problem while saving
by Pradumna Maheshwari 17 Jul '10

17 Jul '10

Hello All, While updating the Setting on dashboard, after checking for '7 days Stat' and saving it, I am getting an error "Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center" 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

Re: [otrs] Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm:Permission denied!
by Christopher Ross 17 Jul '10

17 Jul '10

I just went to the directory and did "chmod 777 ZZZAAuto.pm" and now I can access it from the GUI. However, I don't want to leave all the permissions wide open. Any ideas? Christopher Ross IT/Design Support Coordinator Ext. 183 My job is to make your life easier. If there is anything that I can help you with please do not hesitate to contact me directly. **Confidentiality Notice** This email message and all attachments transmitted with it may contain legally privileged and confidential information intended for the use of the addressee. If the reader of this message is not the intended recipient, you are hereby notified that any reading, dissemination, distribution, copying, or other use of this message or its attachments is strictly prohibited. If you have received this message in error, please notify the sender immediately and delete this message from your system. The content of this email is the property of Express Dental Care, LLC, Express Health, Inc, and DBA Express Doctor. -----Original Message----- From: Steve Clark [mailto:sclark@netwolves.com] Sent: Friday, July 16, 2010 4:37 PM To: Christopher Ross Subject: Re: [otrs] Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm:Permission denied! On 07/16/2010 04:32 PM, Christopher Ross wrote: > -rw-rw-r-1 mysql users 122297 2010-06-11 18:13 Makes it appear you didn't. -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

3 2

E-Mail / Note characters
by Timothy J. Deerinck 16 Jul '10

16 Jul '10

I am trying to find where to suppress the '>' symbol in ALL notes and e-mails from the OTRS system to customers. Also, if there is any way to format the messages (line length) to make them look a little more professional. I know that in Config Options: Ticket -> Frontend::Agent::Ticket::ViewCompose, Ticket::Frontend::Quote: will take care of some, but not all. Is there any other place this is set? Thanks in advance.... ~Tim

1 0

Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied!
by Christopher Ross 16 Jul '10

16 Jul '10

Whenever I try to enter the Sysconfig from the GUI I am getting this error message. I know that I can edit the sysconfig manually but it is a lot easier to do some things from the GUI. I tried going in and editing the permissions of that file, even the entire /opt/otrs path but it still won't work. Any ideas? I am running open SuSe 10.3 Linux Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Comment: Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jul 16 15:25:22 2010 Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (16074): Module: Kernel::System::Config::WriteDefault (v1.85) Line: 300 Module: Kernel::Modules::AdminSysConfig::Run (v1.77) Line: 49 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

3 3

$TicketObject->TicketSearch() in the API
by Mark Schouten 16 Jul '10

16 Jul '10

Hi, I'm trying to write a script that searches for all open tickets that carry a GPG signature so I can automatically download the needed public keys. While I thought the Search-request would be easy, I'm not getting the expected results. I expected the following search to return all my tickets: my %TicketIDs = $TicketObject->TicketSearch( Result => 'HASH', UserID => 1, Permission => 'rw', ); But instead, it only returns two tickets. The first two I created. Am I missing something here? -- Mark Schouten | Tuxis Internet Engineering KvK: 09218193 | http://www.tuxis.nl/ T: 0318 640168 | info(a)tuxis.nl M: 06 53463918 | mark(a)tuxis.nl

1 0

browser compatibility problem of missing image
by Pradumna Maheshwari 16 Jul '10

16 Jul '10

Hello All, I have a problem. I have Production server link and Development server link. At development server, In Mozilla, both the links are opening fine but in IE, Development server link is opening fine and in Prod link I am getting an unwanted image of missing image, but at that place there is no image at all. Can someone give any suggestion? I know its browser compatibility problem, but then Development link is opening fine and not Prod link...? 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

Re: [otrs] otrs Digest, Vol 22, Issue 37
by Pradumna Maheshwari 16 Jul '10

16 Jul '10

Hi Alexander, Thanks a lot. What is ACLs? I updated the Queue name in Sysconfig also @ http://170.205.219.130/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&S… but its not working... After changing the queue name, in Customer interface I can see the updated name if any ticket has been previously raised on that queue. There updated queue name use to come. But while raising new ticket, the modified queue get disappear. Where I need to modify queue name more? 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

Remove system Email from CC field when answering a ticket
by TanaT 16 Jul '10

16 Jul '10

Hi, It looks stupid, but I tried many settings without success... If a customer send a message to my OTRS system : otrs(a)mycompany.fr (fetched via POP3) When I use a template to reply to it, the system fills CC with otrs(a)mycompany.fr I'd rather my users not to have to remove it manually... How to leave it blank ? (I tried both "yes" and "no" settings in Frontend::Agent::Ticket::ViewCompose -> Ticket::Frontend::ComposeReplaceSenderAddress -> Ticket::Frontend::ComposeExcludeCcRecipients and other things... ) Thanks for reading. Have a good day. TanaT

3 3

Modifying Queue name, not reflecting
by Pradumna Maheshwari 16 Jul '10

16 Jul '10

Hello All, I am facing a problem that after modifying the queue name from 'Queue' link, that queue get disappear from Customer interface while raising new ticket. what 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

SOAP problem
by Sándor Fehér 15 Jul '10

15 Jul '10

Hi, I would like to create tickets and articles via OTRS SOAP interface. This is what I have done so far. - added SOAP user and pass at OTRS Administrator menu (Framework-Core::SOAP) - installed SOAP::Lite Perl package - ran otrs.checkModules it looks fine. - ran rpc-example.pl with the appropriate params (url, user, pass). The last point always fail with the following: (I added trace=>'all' to see what's wrong with it) Apache's error log says nothing nor otrs log as well. So I really appreciate any idea where should I continue debugging. Thank you in advance! rbs:/opt/otrs/scripts# ./rpc-example.pl Subroutine LWP::UserAgent::redirect_ok redefined at /usr/local/share/perl/5.8.8/SOAP/Transport/HTTP.pm line 44. Subroutine LWP::Protocol::collect redefined at /usr/local/share/perl/5.8.8/SOAP/Transport/HTTP.pm line 65. Subroutine SOAP::Trace::transport redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::dispatch redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::result redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::parameters redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::headers redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::objects redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::method redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::fault redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::freeform redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::trace redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. Subroutine SOAP::Trace::debug redefined at /usr/local/share/perl/5.8.8/SOAP/Lite.pm line 2905. SOAP::Lite::call: () SOAP::Serializer::envelope: () SOAP::Serializer::envelope: new SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Transport::HTTP::Client::send_receive: HTTP::Request=HASH(0x84fec2c) SOAP::Transport::HTTP::Client::send_receive: POST http://192.168.1.10/otrs/rpc.pl HTTP/1.1 Accept: text/xml Accept: multipart/* Accept: application/soap Content-Length: 403 Content-Type: text/xml; charset=utf-8 SOAPAction: "/Core#new" <?xml version="1.0" encoding="UTF-8"?><soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"><soap:Body><new xmlns="/Core" xsi:nil="true" /></soap:Body></soap:Envelope> SOAP::Transport::HTTP::Client::send_receive: HTTP::Response=HASH(0x88889c0) SOAP::Transport::HTTP::Client::send_receive: HTTP/1.1 500 Internal Server Error Connection: close Date: Wed, 14 Jul 2010 13:43:50 GMT Server: Apache/2.2.3 (Debian) PHP/5.2.0-8+etch11 mod_perl/2.0.2 Perl/v5.8.8 Content-Length: 603 Content-Type: text/xml; charset=utf-8 Client-Date: Wed, 14 Jul 2010 13:43:50 GMT Client-Peer: 192.168.1.10:80 Client-Response-Num: 1 SOAPServer: SOAP::Lite/Perl/0.712 -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. .......................................................................................... http://www.bluesystem.hu : http://www.adatmegorzo.hu : http://www.bluehosting.hu .......................................................................................... Kérem gondoljon a környezetre mielőtt kinyomtatná ezt az e-mailt vagy bármely csatolmányát. Please consider the environment before printing this e-mail and any associated attachments.

3 4

define different ticket state for different ticket types
by e c 15 Jul '10

15 Jul '10

Hi all, I need to have more types of ticket "states" for different ticket types. Is this possible and how can i configure this? thanks, Ed.

2 1

upgrade issues from 2.2.x to 2.4.x
by Isaac Gonzalez 15 Jul '10

15 Jul '10

Upgrading from 2.2.x to 2.4.x(cent os 5, mysql 4.1.18) I ran into some errors during the db upgrade for mysql for 2.2 to 2.3 The first error was on line 4 for the statement ALTER TABLE sla DROP FOREIGN KEY FK_sla_service_id_id; Gave the "error of rename of dbname\sla to #sql2-25000-b" And then every alter statement below that tried to add a constraint also gave back an error cannot create table \dbname\#sql - 2500_b.frm....can I just safely ignore this?...i have rolled everything back to how it was with 2.2, but would love to complete the upgrade process.... ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_ticket_id_id FOREIGN KEY (ticket_id) REFERENCES ticket (id); ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_user_id_id FOREIGN KEY (user_id) REFERENCES users (id); ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE queue_preferences ADD CONSTRAINT FK_queue_preferences_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id); ALTER TABLE service_sla ADD CONSTRAINT FK_service_sla_service_id_id FOREIGN KEY (service_id) REFERENCES service (id); ALTER TABLE service_sla ADD CONSTRAINT FK_service_sla_sla_id_id FOREIGN KEY (sla_id) REFERENCES sla (id); ALTER TABLE link_type ADD CONSTRAINT FK_link_type_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE link_type ADD CONSTRAINT FK_link_type_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE link_type ADD CONSTRAINT FK_link_type_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); ALTER TABLE link_state ADD CONSTRAINT FK_link_state_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE link_state ADD CONSTRAINT FK_link_state_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE link_state ADD CONSTRAINT FK_link_state_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_source_object_id_id FOREIGN KEY (source_object_id) REFERENCES link_object (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_target_object_id_id FOREIGN KEY (target_object_id) REFERENCES link_object (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_state_id_id FOREIGN KEY (state_id) REFERENCES link_state (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_type_id_id FOREIGN KEY (type_id) REFERENCES link_type (id); ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE article_search ADD CONSTRAINT FK_article_search_article_sender_type_id_id FOREIGN KEY (article_sender_type_id) REFERENCES article_sender_type (id); ALTER TABLE article_search ADD CONSTRAINT FK_article_search_article_type_id_id FOREIGN KEY (article_type_id) REFERENCES article_type (id); ALTER TABLE article_search ADD CONSTRAINT FK_article_search_ticket_id_id FOREIGN KEY (ticket_id) REFERENCES ticket (id);

2 5

how to limit by hour not only by date
by Karlos Jelez 13 Jul '10

13 Jul '10

Hi, Is there a way to limit by hour not only by date, the reports in Stat module? Thanks Karlos

1 0

Customer users closing tickets for their company?
by Jason B. Loven 13 Jul '10

13 Jul '10

Is it possible to allow customer users to close tickets for their entire company? It appears that the users can only modify tickets that they own. We have a customer that wants to be able to work on and potentially close tickets that they create. In a sense they would be an agent but limited to a specific customer code. 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

Blackberry Theme
by Travis Simmons 13 Jul '10

13 Jul '10

Hey List, Does anyone have a Theme that works good on Blackberry's and willing to share? Thanks

1 0

Complete Error Log (Please Help)
by Ekram 13 Jul '10

13 Jul '10

hi, I mail several times reagrading upgrade issue. I am facing a problem while upgrading from 2.04 version to 2.47. I followed every steps its upgraded nicely but there is a very big problem encountered. The image will tell the story. I got the following syslog while selecting any ticket. *J**Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::TicketAccountedTimeGet][Line:6414]: ERROR: relation "time_accounting" does not exist, SQL:* 'SELECT time_unit FROM time_accounting WHERE ticket_id = ?' Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::User::GetUserData][Line:144]: Need User or UserID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Could you help me.Please let me know. -Ekram

2 3

Working time function
by Alejandra Piedra 12 Jul '10

12 Jul '10

Hello! I'm trying to use the $TimeObject->WorkingTime() function, but is not returning anything! Am I doing something wrong? I already checked the parameters, but still is not returning anything Thanks and regards! María Alejandra Piedra

1 0

Automated stat generation - Cron
by Trasschaert Karl 12 Jul '10

12 Jul '10

Hi, i'm trying to use the Automated stat generation. For that i've test the command : perl mkStats.pl -n 10013 -r myemail(a)myadress.com -s OTRS(a)myadress.com -m Stat List of tickets closed, Resolution time The stat 10013, if i use it from the web interface generate a chart.But when i receive it in my e-mail, i receive a CSV file. Is it possbile to get a chart from the command line ? Thx _________________________________________________________________ Internet Explorer 8: le navigateur le plus utilisé au monde. http://www.microsoft.com/belux/fr/windows/internet-explorer/

1 0

Re: [otrs] otrs Digest, Vol 22, Issue 30
by Aqueel Ahmed 12 Jul '10

12 Jul '10

Kindly please provide me LDAP integration steps. I have tried from the document it does not work kindly please provide clear step by step document. Regards, Aqueel Ahmed Network Engineer Amana Contracting & Steel Buildings - Corporate Office T: +971 4 885 4447 Extn: 7105 F: +971 4 885 9010 M: +971 50 389 8261 E: aqueel.ahmed(a)amanabuildings.com W: http://mis-moss:14769/personal/aqueel_ahmed/  Please think before you print. Do you really need to print this email? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Monday, July 12, 2010 4:00 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 22, Issue 30 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. FW: Agent Email-Ticket doesn't work (jverhoeff(a)beckhoff.nl) 2. I am out sick and will be returning only on Tuesday 07/13 (Sri.Ramadurai(a)hitachigst.com) 3. Re: Remove system Email from CC field when answering a ticket (TanaT) ---------------------------------------------------------------------- Message: 1 Date: Mon, 12 Jul 2010 09:46:25 +0200 From: jverhoeff(a)beckhoff.nl Subject: [otrs] FW: Agent Email-Ticket doesn't work To: otrs(a)otrs.org Message-ID: <D0B17A9F5DD6DD119BE3000102A4A793126AE0@NTSERVER> Content-Type: text/plain; charset="us-ascii" Hello, Does anybody have an idea about this problem? _____________________________________________ From: Jurjen Verhoeff Sent: woensdag 7 juli 2010 14:25 To: 'otrs(a)otrs.org' Subject: Agent Email-Ticket doesn't work Hello, For some reason the Email-Ticket (Create new email-ticket and send this out (outbound)) doesn't work for me. When I click the link Email-Ticket I get an empty screen with only the header. When I click the Phone-Ticket it works correct and I can create a new ticket. Please advice how to find this issue: - I use the windows version 2.4.7 of OTRS on a windows XP prof SP3, - Apache log give messages about an uninitialized value: [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue <http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue> [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue <http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue> I see also messages about the system ID I have no idea if this has something to do with it: I haven't attached the log file because its to big, if necessary I can attach an selection. I hope someone can help? Best Regards, Jurjen Verhoeff -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100712/c574ef1e/attachme…> ------------------------------ Message: 2 Date: Mon, 12 Jul 2010 04:02:44 -0700 From: Sri.Ramadurai(a)hitachigst.com Subject: [otrs] I am out sick and will be returning only on Tuesday 07/13 To: otrs(a)otrs.org Message-ID: <OF9FF9BFA3.F56E1DF7-ON8825775E.003CAD28-8825775E.003CAD28(a)hgst.com> Content-Type: text/plain; charset=US-ASCII I will be out of the office starting 07/12/2010 and will not return until 07/13/2010. I will be on medical leave returning to work on Tuesday 07/13. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues. ------------------------------ Message: 3 Date: Mon, 12 Jul 2010 13:48:07 +0200 From: TanaT <a1t(a)hitec.fr> Subject: Re: [otrs] Remove system Email from CC field when answering a ticket To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4C3B00F7.3020201(a)hitec.fr> Content-Type: text/plain; charset=UTF-8; format=flowed Hello Amit Sharma, It works, thank you ! Best regards. TanaT Amit Sharma a ?crit : > Hi, > > Here is the solution. > > I tried and it worked for me as well! > > http://lists.otrs.org/pipermail/otrs/2009-March/025993.html > > regards, > amit > > > --- On *Fri, 9/7/10, TanaT /<a1t(a)hitec.fr>/* wrote: > > > From: TanaT <a1t(a)hitec.fr> > Subject: [otrs] Remove system Email from CC field when answering a > ticket > To: otrs(a)otrs.org > Date: Friday, 9 July, 2010, 9:58 PM > > Hi, > > It looks stupid, but I tried many settings without success... > > If a customer send a message to my OTRS system : otrs(a)mycompany.fr > <http://in.mc324.mail.yahoo.com/mc/compose?to=otrs@mycompany.fr> > (fetched via POP3) > When I use a template to reply to it, the system fills CC with > otrs(a)mycompany.fr > <http://in.mc324.mail.yahoo.com/mc/compose?to=otrs@mycompany.fr> > I'd rather my users not to have to remove it manually... > > How to leave it blank ? > > (I tried both "yes" and "no" settings in > Frontend::Agent::Ticket::ViewCompose > -> Ticket::Frontend::ComposeReplaceSenderAddress > -> Ticket::Frontend::ComposeExcludeCcRecipients > and other things... > ) > > > Thanks for reading. > > Have a good day. > > TanaT > > --------------------------------------------------------------------- > 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/ > > > ------------------------------------------------------------------------ > > --------------------------------------------------------------------- > 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/ -- M. Anatole TOLLARD HITEC 61, rue Jean Jaur?s 91160 CHAMPLAN Tel. : 0033 1 69 74 10 90 Fax : 0033 1 69 74 10 99 Mail : technic(a)hitec.fr Site : <http://www.hitec.fr> ------------------------------ --------------------------------------------------------------------- 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/ End of otrs Digest, Vol 22, Issue 30 ************************************

1 0

I am out sick and will be returning only on Tuesday 07/13
by Sri.Ramadurai＠hitachigst.com 12 Jul '10

12 Jul '10

I will be out of the office starting 07/12/2010 and will not return until 07/13/2010. I will be on medical leave returning to work on Tuesday 07/13. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues.

1 0

FW: Agent Email-Ticket doesn't work
by jverhoeff＠beckhoff.nl 12 Jul '10

12 Jul '10

Hello, Does anybody have an idea about this problem? _____________________________________________ From: Jurjen Verhoeff Sent: woensdag 7 juli 2010 14:25 To: 'otrs(a)otrs.org' Subject: Agent Email-Ticket doesn't work Hello, For some reason the Email-Ticket (Create new email-ticket and send this out (outbound)) doesn't work for me. When I click the link Email-Ticket I get an empty screen with only the header. When I click the Phone-Ticket it works correct and I can create a new ticket. Please advice how to find this issue: - I use the windows version 2.4.7 of OTRS on a windows XP prof SP3, - Apache log give messages about an uninitialized value: [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue <http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue> [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue <http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue> I see also messages about the system ID I have no idea if this has something to do with it: I haven't attached the log file because its to big, if necessary I can attach an selection. I hope someone can help? Best Regards, Jurjen Verhoeff

1 0

List of closed ticket sorted by response time
by Trasschaert Karl 12 Jul '10

12 Jul '10

Hi', I'm testing the default stat 10002 List of closed ticket sorted by response time, when i execute it, there is no data in the graph, do we need to change something in the default stat config ? Thx _________________________________________________________________ Naviguez en toute sécurité: téléchargez Internet Explorer 8 http://www.microsoft.com/belux/fr/windows/internet-explorer/

1 0

Dynamic Stats
by nitin bhadauria 12 Jul '10

12 Jul '10

Dear All, I am using OTRS 2.4.7 with OpenLdap. Now I am trying to configure new Dynamic Stats Module to get the Agent Name and Custmer Mobile No. in report. Please guide me where should i find the data because i don't have these field in ticket table. Regards, Nitin B.

1 0

Create session
by emigonza＠gmail.com 12 Jul '10

12 Jul '10

Hi! I'm trying to integrate jooml with otrs. The most important function is to login both systems at the same time. There are some simple method to do that? -- --------------------------------------------- --- Timeo Danaos et dona ferentes --- ---------------------------------------------

1 0

Unify Joomla and OTRS customer users
by emigonza＠gmail.com 10 Jul '10

10 Jul '10

I'm working to integrate OTRS in Joomla and my first problem was unify the user. OTRS use a very ugly method with crypt and Joomla use pass in the form "md5_hex(pass+salt):salt" where salt is a 32 bytes random number in hex (a md5hex of a rand) This patch convert de passwd of customer users in Joomla form. ------------------------------------------------------------------------------------------ diff -c /opt/otrs/Kernel/System/CustomerAuth/DB.pm.orig /opt/otrs/Kernel/System/CustomerAuth/DB.pm ---------------------------------------------------------------- *** /opt/otrs/Kernel/System/CustomerAuth/DB.pm.orig 2010-07-09 22:46:03.775934414 -0300 --- /opt/otrs/Kernel/System/CustomerAuth/DB.pm 2010-07-10 12:20:26.468579343 -0300 *************** *** 13,19 **** use strict; use warnings; ! use Crypt::PasswdMD5 qw(unix_md5_crypt); use vars qw($VERSION); --- 13,19 ---- use strict; use warnings; ! use Digest::MD5 qw(md5_hex); use Crypt::PasswdMD5 qw(unix_md5_crypt); use vars qw($VERSION); *************** *** 132,146 **** $CryptedPw = $Pw; } elsif ( $GetPw !~ /^.{13}$/ ) { - # strip salt ! $Salt =~ s/^\$.+?\$(.+?)\$.*$/$1/; ! # encode output, needed by unix_md5_crypt() only non utf8 signs $Self->{EncodeObject}->EncodeOutput( \$Pw ); $Self->{EncodeObject}->EncodeOutput( \$Salt ); ! $CryptedPw = unix_md5_crypt( $Pw, $Salt ); $Self->{EncodeObject}->Encode( \$CryptedPw ); } --- 132,146 ---- $CryptedPw = $Pw; } elsif ( $GetPw !~ /^.{13}$/ ) { # strip salt ! #$Salt =~ s/^\$.+?\$(.+?)\$.*$/$1/; ! $Salt =~ s/^.*:/$1/; # encode output, needed by unix_md5_crypt() only non utf8 signs $Self->{EncodeObject}->EncodeOutput( \$Pw ); $Self->{EncodeObject}->EncodeOutput( \$Salt ); ! #$CryptedPw = unix_md5_crypt( $Pw, $Salt ); ! $CryptedPw = md5_hex($Pw.$Salt).":".$Salt; $Self->{EncodeObject}->Encode( \$CryptedPw ); } *************** *** 148,168 **** else { # strip salt only for (Extended) DES, not for any of modular crypt's ! if ( $Salt !~ /^\$\d\$/ ) { ! $Salt =~ s/^(..).*/$1/; ! } # and do this check only in such case (unfortunately there is a mod_perl2 # bug on RH8 - check if crypt() is working correctly) :-/ ! if ( $Salt =~ /^\$\d\$/ || ( crypt( 'root', 'root@localhost' ) eq 'roK20XGbWEsSM' ) ) { ! $Self->{EncodeObject}->EncodeOutput( \$Pw ); ! $Self->{EncodeObject}->EncodeOutput( \$Salt ); # encode output, needed by crypt() only non utf8 signs ! $CryptedPw = crypt( $Pw, $Salt ); ! $Self->{EncodeObject}->Encode( \$CryptedPw ); ! } ! else { $Self->{LogObject}->Log( Priority => 'notice', Message => --- 148,168 ---- else { # strip salt only for (Extended) DES, not for any of modular crypt's ! #if ( $Salt !~ /^\$\d\$/ ) { ! # $Salt =~ s/^(..).*/$1/; ! #} # and do this check only in such case (unfortunately there is a mod_perl2 # bug on RH8 - check if crypt() is working correctly) :-/ ! #if ( $Salt =~ /^\$\d\$/ || ( crypt( 'root', 'root@localhost' ) eq 'roK20XGbWEsSM' ) ) { ! # $Self->{EncodeObject}->EncodeOutput( \$Pw ); ! # $Self->{EncodeObject}->EncodeOutput( \$Salt ); # encode output, needed by crypt() only non utf8 signs ! # $CryptedPw = crypt( $Pw, $Salt ); ! # $Self->{EncodeObject}->Encode( \$CryptedPw ); ! #} ! #else { $Self->{LogObject}->Log( Priority => 'notice', Message => *************** *** 177,183 **** } close(IO); chomp $CryptedPw; ! } } # just in case! --- 177,183 ---- } close(IO); chomp $CryptedPw; ! #} } # just in case! ------------------------------------------------------------------------------------------- diff -c /opt/otrs/Kernel/System/CustomerUser/DB.pm.orig /opt/otrs/Kernel/System/CustomerUser/DB.pm ----------------------------------------------- *** /opt/otrs/Kernel/System/CustomerUser/DB.pm.orig 2010-07-09 22:53:15.815936292 -0300 --- /opt/otrs/Kernel/System/CustomerUser/DB.pm 2010-07-10 12:20:48.126330149 -0300 *************** *** 13,19 **** use strict; use warnings; ! use Crypt::PasswdMD5 qw(unix_md5_crypt); use Kernel::System::CheckItem; --- 13,19 ---- use strict; use warnings; ! use Digest::MD5 qw(md5_hex); use Crypt::PasswdMD5 qw(unix_md5_crypt); use Kernel::System::CheckItem; *************** *** 786,797 **** # crypt with md5 crypt else { ! # encode output, needed by unix_md5_crypt() only non utf8 signs $Self->{EncodeObject}->EncodeOutput( \$Pw ); ! $Self->{EncodeObject}->EncodeOutput( \$Login ); ! ! $CryptedPw = unix_md5_crypt( $Pw, $Login ); $Self->{EncodeObject}->Encode( \$CryptedPw ); } --- 786,798 ---- # crypt with md5 crypt else { ! my $Salt = md5_hex(rand()); # encode output, needed by unix_md5_crypt() only non utf8 signs $Self->{EncodeObject}->EncodeOutput( \$Pw ); ! #$Self->{EncodeObject}->EncodeOutput( \$Login ); ! $Self->{EncodeObject}->EncodeOutput( \$Salt ); ! #$CryptedPw = unix_md5_crypt( $Pw, $Login ); ! $CryptedPw = md5_hex($Pw.$Salt).":".$Salt; $Self->{EncodeObject}->Encode( \$CryptedPw ); } ------------------------------------------------------------------------------- diff -c /opt/otrs/scripts/database/otrs-schema.mysql.sql.orig /opt/otrs/scripts/database/otrs-schema.mysql.sql ------------------------------------------------------- *** /opt/otrs/scripts/database/otrs-schema.mysql.sql.orig 2010-02-05 20:42:17.000000000 -0300 --- /opt/otrs/scripts/database/otrs-schema.mysql.sql 2010-07-10 12:44:07.190580174 -0300 *************** *** 62,68 **** CREATE TABLE users ( id INTEGER NOT NULL AUTO_INCREMENT, login VARCHAR (100) NOT NULL, ! pw VARCHAR (50) NOT NULL, salutation VARCHAR (50) NULL, first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, --- 62,68 ---- CREATE TABLE users ( id INTEGER NOT NULL AUTO_INCREMENT, login VARCHAR (100) NOT NULL, ! pw VARCHAR (65) NOT NULL, salutation VARCHAR (50) NULL, first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, *************** *** 908,914 **** login VARCHAR (100) NOT NULL, email VARCHAR (150) NOT NULL, customer_id VARCHAR (200) NOT NULL, ! pw VARCHAR (50) NULL, salutation VARCHAR (50) NULL, first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, --- 908,914 ---- login VARCHAR (100) NOT NULL, email VARCHAR (150) NOT NULL, customer_id VARCHAR (200) NOT NULL, ! pw VARCHAR (65) NULL, salutation VARCHAR (50) NULL, first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, -- --------------------------------------------- --- Timeo Danaos et dona ferentes --- ---------------------------------------------

1 1

Re: [otrs] upgrade issues from 2.2.x to 2.4.x
by Isaac Gonzalez 10 Jul '10

10 Jul '10

Initial version is 2.2.4 Manuel Fernández Panzuela <manuelfernandezpanzuela(a)gmail.com> wrote: Which is your inicial version before upgrade process ? If you are working with 2.2.7 version before upgrade to 2.3.1 version you need upgrade to 2.2.8, 2.2.9 and finally version 2.3.1 Are you doing it ? Un saludo Manuel Fernández Panzuela www.mfernandez.es

2 4

Re: [otrs] upgrade issues from 2.2.x to 2.4.x
by Isaac Gonzalez 10 Jul '10

10 Jul '10

I'm following the upgrade guide from the source tar.....I get the errors running the first DB 2.3 MySQL script.... Manuel Fernández Panzuela <manuelfernandezpanzuela(a)gmail.com> wrote: How are you trying upgrade, are you following any reference? Un saludo Manuel Fernández Panzuela www.mfernandez.es 2010/7/10 Isaac Gonzalez <igonzalez(a)autoreturn.com> > Upgrading from 2.2.x to 2.4.x(cent os 5, mysql 4.1.18) > > > > I ran into some errors during the db upgrade for mysql for 2.2 to 2.3 > > The first error was on line 4 for the statement > > > > ALTER TABLE sla DROP FOREIGN KEY FK_sla_service_id_id; > > > > Gave the error of rename of dbname\sla to #sql2-25000-b > > > > > > And then every alter statement below that tried to add a constraint also > gave back an error cannot create table \dbname\#sql 2500_b.frm.can I > just safely ignore this?...i have rolled everything back to how it was with > 2.2, but would love to complete the upgrade process. > > > > > > ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_ticket_id_id > FOREIGN KEY (ticket_id) REFERENCES ticket (id); > > ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_user_id_id > FOREIGN KEY (user_id) REFERENCES users (id); > > ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_create_by_id > FOREIGN KEY (create_by) REFERENCES users (id); > > ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_change_by_id > FOREIGN KEY (change_by) REFERENCES users (id); > > ALTER TABLE queue_preferences ADD CONSTRAINT > FK_queue_preferences_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue > (id); > > ALTER TABLE service_sla ADD CONSTRAINT FK_service_sla_service_id_id FOREIGN > KEY (service_id) REFERENCES service (id); > > ALTER TABLE service_sla ADD CONSTRAINT FK_service_sla_sla_id_id FOREIGN KEY > (sla_id) REFERENCES sla (id); > > ALTER TABLE link_type ADD CONSTRAINT FK_link_type_create_by_id FOREIGN KEY > (create_by) REFERENCES users (id); > > ALTER TABLE link_type ADD CONSTRAINT FK_link_type_change_by_id FOREIGN KEY > (change_by) REFERENCES users (id); > > ALTER TABLE link_type ADD CONSTRAINT FK_link_type_valid_id_id FOREIGN KEY > (valid_id) REFERENCES valid (id); > > ALTER TABLE link_state ADD CONSTRAINT FK_link_state_create_by_id FOREIGN > KEY (create_by) REFERENCES users (id); > > ALTER TABLE link_state ADD CONSTRAINT FK_link_state_change_by_id FOREIGN > KEY (change_by) REFERENCES users (id); > > ALTER TABLE link_state ADD CONSTRAINT FK_link_state_valid_id_id FOREIGN KEY > (valid_id) REFERENCES valid (id); > > ALTER TABLE link_relation ADD CONSTRAINT > FK_link_relation_source_object_id_id FOREIGN KEY (source_object_id) > REFERENCES link_object (id); > > ALTER TABLE link_relation ADD CONSTRAINT > FK_link_relation_target_object_id_id FOREIGN KEY (target_object_id) > REFERENCES link_object (id); > > ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_state_id_id > FOREIGN KEY (state_id) REFERENCES link_state (id); > > ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_type_id_id > FOREIGN KEY (type_id) REFERENCES link_type (id); > > ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_create_by_id > FOREIGN KEY (create_by) REFERENCES users (id); > > ALTER TABLE article_search ADD CONSTRAINT > FK_article_search_article_sender_type_id_id FOREIGN KEY > (article_sender_type_id) REFERENCES article_sender_type (id); > > ALTER TABLE article_search ADD CONSTRAINT > FK_article_search_article_type_id_id FOREIGN KEY (article_type_id) > REFERENCES article_type (id); > > ALTER TABLE article_search ADD CONSTRAINT FK_article_search_ticket_id_id > FOREIGN KEY (ticket_id) REFERENCES ticket (id); > > --------------------------------------------------------------------- > 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/ >

2 1

New Customer Ticket
by Phillip Lynn 09 Jul '10

09 Jul '10

All, Trying to get OTRS working and I am finding that when the customer sends a new ticket, the owner is being set to root(a)localhost.com. Is there a way to show the owner as support not root? The customer is selecting support in the to drop down box. Thank You Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

1 0

RSS fedd in dashboard
by Trasschaert Karl 09 Jul '10

09 Jul '10

Hi, I would like to add a rss fedd in the dashboard. I've this link in the otrs wiki : http://blog.otrs.org/2010/06/06/additional-rss-feed-in-dashboard/ But, i've add thi sto the Config.pm and the system has stop working, could you give me more info where to add the script in the config.pm. Thx _________________________________________________________________ Naviguez en toute sécurité: téléchargez Internet Explorer 8 http://www.microsoft.com/belux/fr/windows/internet-explorer/

3 9

Final Notice per Mailing List ** OTRS 3 Beta Release Party!
by Shawn Beasley 09 Jul '10

09 Jul '10

Dear Community, As you already know, the International Release Party planned for August 2, 2010 has been in the planning phase for a few weeks now. Now, we have posted the official announcements on our websites, and we have opened the flood gates for invitations. I just want to make sure that you are all notified, also over the mailing list. For more information, please go to the Event Page http://otrs.org/event/2010/otrs3-beta-release-party and your can get instructions there about registration and travel. -- ///shawn

1 0

Performance issue with multiple customer backends
by McCarroll, Robert 09 Jul '10

09 Jul '10

First off, thanks to Phillippe Martignier for answering my previous question. Having configured OTRS to work with one Oracle backend, we recently added a read-only view for the development version of our user database which contains a modest number of test users (1.5 Million records) and restricted the interface to searching only on Customer ID. However, we've noted that requests for customer user data now take 1.5 minutes to complete whereas a SQL statement for the same logical search ( SELECT * FROM customer_user WHERE customer_id IS LIKE '*Search String Entered*'; ) returns within a second of issuing the query. While investigating this issue we determined that OTRS was nowhere near taxing the available resources of the webserver, the network or the database during this time. We also determined that it communicated with the database server in short but dense bursts at intervals of ten to fifteen seconds while processing the request. It does not appear to matter which database the customer user ultimately gets found in, nor how much history the user has. Our test have recorded the process as taking anywhere from one to three minutes, averaging a minute and a half. Can anyone help me narrow down what might be causing this slowdown and suggest a way to alleviate it? Robert McCarroll Systems Administration NYS Department of Civil Service

1 1

Email template SCALAR(0xe80570)
by Guillaume Rehm 09 Jul '10

09 Jul '10

Hi list, I have always a problem with email template response since upgrade to 2.4.7. My email templates are prefixed by SCALAR(0xe80570). All templates of all queues have this problem. I have created them from scratch but this doesn't solve the bug. As anybody have this problem to ? Do you find a solution ? Do you know where this problem came from ? Thanks in advance for your help. Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 1

Ticket zoom question
by Sándor Fehér 09 Jul '10

09 Jul '10

Hi, Is it possible to get otrs using Action=AgentTicketZoom&TicketNumber=XXXXXXX instead Action=AgentTicketZoom&TicketID=YYYY&ArticleID=ZZZZZ&QueueID=J ? There are some practical reasons make me the life easier if I could manage it somehow. Thank you in advance! -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. .......................................................................................... http://www.bluesystem.hu : http://www.adatmegorzo.hu : http://www.bluehosting.hu .......................................................................................... Kérem gondoljon a környezetre mielőtt kinyomtatná ezt az e-mailt vagy bármely csatolmányát. Please consider the environment before printing this e-mail and any associated attachments.

1 0

unsubscribe
by Stefan Folkerts 09 Jul '10

09 Jul '10

1 0

Add stat graph in the dashboard
by Trasschaert Karl 09 Jul '10

09 Jul '10

Hi, is it possible to add 7 day graph with answer time and resolution time in the dashboard ? ( like the 7 day open/closed graph) Thx Karl _________________________________________________________________ Naviguez en toute sécurité: téléchargez Internet Explorer 8 http://www.microsoft.com/belux/fr/windows/internet-explorer/

1 0

AgentTicketZoom show linked tickets
by Ulrich Gøhns 09 Jul '10

09 Jul '10

Hello, I got a ticket that's linked to other tickets. On the AgentTicketZoom page (right side with ticket info) it says "Linked:", but there is nothing shown. I looked in AgentTicketZoom.dtl and found this: # object links  $Data{"LinkTableStrg"}  Why doesn't it show the linked objects? I'm running OTRS 2.3.4 - will upgrade to 2.4.7 if it's required to do so. Regards, Ulrich

1 0

How to disable the quation of email notifications?
by José Luis Rodríguez García 08 Jul '10

08 Jul '10

When OTRS sends a notification, it quotes the messages with the symbol '>' ¿How can I disable this behavour? I have tried to disable and assign an empty value to Ticket::Frontend::Quote, but without success. Best Regards -- Jose Luis Rodriguez Garcia Gerente Unix y Bases de Datos Servicios Gestionados de Alojamiento y Explotacion C/Miguel Yuste, 45. Madrid 28037 Tel. Fijo: (+34) 913534975 E-mail: jose.l.rodriguez(a)tecnocom.es www.tecnocom.es

3 2

Creation of new ticket through customer page
by Alessandro d'Ambrosio 08 Jul '10

08 Jul '10

Hi, I've upgraded my OTRS from 2.3.4 to 2.4.7. Unfortunately when I want to create a new ticket through Web Customer Page (http://mydomain/otrs/customer.pl) I have this error log: Software error: Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 265. Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 268. Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 269. Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 271. Global symbol "@Attachments" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 277. Global symbol "$Dest" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 279. Global symbol "$NewQueueID" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 280. Global symbol "%TicketFreeTextHTML" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 281. Global symbol "%FreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 282. Global symbol "%Error" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 283. Global symbol "$NewQueueID" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 297. Global symbol "%TicketFree" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 314. Global symbol "%TicketFree" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 317. Global symbol "%TicketFree" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 318. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 328. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 329. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 330. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 331. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 332. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 343. Global symbol "%TicketFreeTime" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 346. Global symbol "$To" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 376. Global symbol "$NewQueueID" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 391. Global symbol "$NextScreen" requires explicit package name at ../..//Kernel/Modules/CustomerTicketMessage.pm line 434. syntax error at ../..//Kernel/Modules/CustomerTicketMessage.pm line 437, near "else" ../..//Kernel/Modules/CustomerTicketMessage.pm has too many errors. Authentication by Radius works fine. I can change settings, perform a search. Problem happens only when I click on "New Ticket" Help me please! Thanks! Alessandro

2 1

Ticket circulating through a group of agents for sign-off?
by Thiemo Nordenholz 08 Jul '10

08 Jul '10

Hi OTRS users, is it possible to have one ticket "circulate" through a group of agents, having each one add a comment and sign it off, making the ticket move to the next agent? My imagined workflow should look like this: 1. New ticket arrives and is somehow marked for this circulation mechanism (either placed in a special queue, or otherwise flagged) by one agent in the respective group. This agent adds a note to the ticket, so it is considered "signed off" by him. 2. The ticket is sent to the next agent in the "special group" by OTRS, that agent is informed about the ticket (as per standard notification methods and settings in OTRS), and can add his comment in a new note, thereby also "signing off" the ticket. 3. Step 2 happens until all agents in the "special group" have added their note to the ticket. 4. Ticket returns to the owner from step 1 (who placed it in the "circulation" queue, or did whatever to the ticket to make it circulate), so that he can take appropriate action. Does anyone know if such thing exists or can be done just by configuration tricks? Are there extensions / modules / patches that implement such a process? If not (this question might be better suited for the dev@ list, though), is there any obvious way of implementing this? What's the best way to implement it for easy porting on OTRS upgrade? Currently, we're using OTRS 2.4.7 on some Linux flavour, with a MySQL backend - which is running very fine indeed. Thanks for any hints and pointers, Thiemo -- Query a PGP key server (e.g. http://www.pgp.net/) for my public key 41068629. Strange sender address? Please see http://www.thiemo.net/misc/list-mail.shtml

2 1

planned services SLA - scheduled delivery
by Norbert Bede 08 Jul '10

08 Jul '10

hi, i want to plan services for some specific CI's for example maintenance 4 times in the year. (Q1 to Q4 - in case of the 20 CI's total ticket number will be 80.) The best way - what i'm looking for - to have possibilities to define SLA's with delivery scheduling - which should mean to generate those planned maintenance tickets at the right time and place. Then tickets appears - will be created automatically - in the ticketing system only if time delivery time reached. how other users solve similar use case ? norbert

1 0

Services and SLA not showing on create ticket screen
by Jose de Paula Eufrasio Junior 07 Jul '10

07 Jul '10

I created the SLAs and Services, but they are not showing on the AgentTicketPhone screen. Do I have to associate them somewhere else? I changed the display name of my ticket Types, does it make any difference?

1 0

storage fs in file system
by IT easyap 07 Jul '10

07 Jul '10

Hia ll, i have my otrs configured with the variable Ticket::StorageModule: to ArticleStorageFS to archive all attachments in a filesystem instead of in a database. It permits to me to work with a database with a "normal" size. The problem became with the number of files that otrs creates, i Have around 2,7 milion of files and 196 GB . The number of files is very high and now the backup takes more than 50 hours. For every ticket ( with out attach) the system creates 3 files : - file-1 - file-1.content_type - plain.txt for every attach the system adds 1 content_type file more and the attach. The text in the content type files is: Text/plain; charset = cp1252 or us-ascii Do you know how to reduce the number of files ? Thanks in advance

3 4

Ticket Creation Date & Time
by mb 07 Jul '10

07 Jul '10

Hi all, Is there any way to set the ticket creation date based on the email sent / received date & time instead using fetch date and time? Thanks a lot mb

1 0

Agent Email-Ticket doesn't work
by jverhoeff＠beckhoff.nl 07 Jul '10

07 Jul '10

Hello, For some reason the Email-Ticket (Create new email-ticket and send this out (outbound)) doesn't work for me. When I click the link Email-Ticket I get an empty screen with only the header. See attached screendump <<otrs_new_email_ticket.jpg>> When I click the Phone-Ticket it works correct and I can create a new ticket. Please advice how to find this issue: - I use the windows version of OTRS on a windows XP prof SP3, - Apache log give messages about an uninitialized value: [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue I see also messages about the system ID I have no idea if this has something to do with it: I haven't attached the log file because its to big, if necessary I can attach an selection. I hope someone can help? Best Regards, Jurjen Verhoeff

1 0

CC field in Phone Ticket
by Amit Sharma 07 Jul '10

07 Jul '10

Hi, How do I enable/add CC field in phone ticket? regards, amit

4 3

Problem with Single Sign On on Linux with Apache(AuthenNTLM)
by Pavel Gandalipov 07 Jul '10

07 Jul '10

Need some help about SSO on Linux. I choose AuthenNTLM for customer autorization using AD credentials. I have made such changes in otrs.conf <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv PerlAuthenHandler Apache2::AuthenNTLM AuthType ntlm,basic AuthName Basic require valid-user PerlAddVar ntdomain "KE kesrv1" PerlSetVar defaultdomain KE PerlSetVar splitdomainprefix 1 PerlSetVar ntlmdebug 2 Order allow,deny Allow from all </Location /etc/resolv.conf consists of these strings: nameserver 10.50.9.2 domain KE search KE In config.pm i added $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; $Self->{CustomerPanelLoginURL} = 'http://otrs/otrs/customer.pl'; $Self->{CustomerPanelLogoutURL} = 'http://otrs/otrs/customer.pl'; and comment all other customer's autorization methods. I try to get access to otrs from WindowsXP using IE, when i enter http:/otrs/otrs/customer.pl, i get login/password form, but when i press ok, i see this Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. looking at Apache error.log [1148] AuthenNTLM: Authorization Header NTLM TlRMTVNTUAABAAAAB4IIogAAAAAAAAAAAAAAAAAAAAAFASgKAAAAD2== [1148] AuthenNTLM: Got: 78 84 76 77 83 83 80 0 1 0 0 0 7 130 8 162 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 5 1 40 10 0 0 0 15 [1148] AuthenNTLM: protocol=NTLMSSP, type=1, flags1=7(NEGOTIATE_UNICODE,NEGOTIATE_OEM,REQUEST_TARGET), flags2=130(NEGOTIATE_ALWAYS_SIGN,NEGOTIATE_NTLM), domain length=0, domain offset=0, host length=0, host offset=0, host=, domain= [1148] handler type == 1 [1148] AuthenNTLM: Connect to pdc = kesrv1 bdc = domain = ke [1148] AuthenNTLM: enter lock [1148] AuthenNTLM: verify handle smbhandle == 0 [Thu Jul 01 00:04:25 2010] [error] Connect to SMB Server failed (pdc = kesrv1 bdc = domain = ke error = -11/0) for /otrs/customer.pl [1148] AuthenNTLM: leave lock [Thu Jul 01 00:04:25 2010] [error] Cannot get nonce i have tried to set domain and pdc's names in FQDN form, but it was useless. What should i do? P.S. I used this article http://wiki.otrs.org/index.php?title=Implementing_Single_Sign_On_on_Linux_w… tried to search in other places with no success.

1 0

Allowing new user to select password when creating account
by Lee (Listserv Account) 07 Jul '10

07 Jul '10

How would one go about configuring OTRS so that a new user (customer) enters their chosen password at the "create account" section on the login screen? Or that a random password is generated and output to the web interface and not emailed? I undertand the reasons why it is currently implemented to email a password - but can this be changed without too much effort? It would be useful in our environment. Lee

2 1

"No Time to Register - Submit a ticket right away" option
by Lee (Listserv Account) 07 Jul '10

07 Jul '10

I have seen a useful feature on other helpdesk systems at the login screen - a "No Time to Register - Submit a ticket right away" option which just asks for a username and email address and allows the user to submit a ticket straight away without waiting for a password to be emailed. In these cases, a password does get emailed so that the user can come back to the system at a later time, but the advantage is that the user can submit a ticket straight after registering without waiting for a password. Maybe a captcha can be used to avoid spam. Any ideas how this could be implemented - if at all ? Lee

2 1

Re: [otrs] report of time per agent // outside reporting
by Alejandra Piedra 06 Jul '10

06 Jul '10

Hi everyone I just have one problem. I tried executing the report but then an error appears: Undefined subroutine &Kernel::System::Stats::Static::StateAccountime::Run called at ../..//Kernel/System/Stats.pm line 745. I checked and the line that's generating all the problem is the following underlined: if ( !@Result ) { # run stats function @Result = $StatObject->Run( %GetParam, # these two lines are requirements of me, perhaps this # information is needed for former static stats Format => $Param{Format}[0], Module => $Param{ObjectModule}, ); Do I have to do something else? Thanks and regards María Alejandra Piedra

1 0

hold ticket subject in notifications
by Norbert Bede 06 Jul '10

06 Jul '10

hi, I cant find possibility to hold original subject of the ticket. i found the next two, but these are option to how latest subject of the artricle. <OTRS_AGENT_SUBJECT[20]> To get the first 20 character of the subject (of the latest agent article). or <OTRS_CUSTOMER_SUBJECT[20]> To get the first 20 character of the subject (of the latest customer article). thanks norbert

2 1

Compose hanging with big attachment
by Neil Simpson 06 Jul '10

06 Jul '10

Hi all, using 2.4.7. Ticket comes in with a big .txt attachment. Takes a couple of seconds to open, hitting "empty answer"-compose option. All we get is "waiting for otrs..." at the bottom of the browser. it sometimes then opens about 5 minutes later, not always however. This has also happened when ticket contains a LOT of text. Is it doing some conversion from richtext to html? is there a way around this? thanks in advance Neil

1 0

OTRS Statistics
by mb 06 Jul '10

06 Jul '10

Hi all, At the end of the day ... I'd like to know, what I've done. Is there any way to print all changes for a specific day - created / changed documents (notes, new tickets ...). It would be great to have some kind of a preview, i.e showing header and 5 to 10 lines. Thanks mb

1 0

email issue
by Neil Simpson 05 Jul '10

05 Jul '10

Hello, Using otrs 2.4.7. Today one of our support guys managed to compose back to the original sender of the ticket even though he was replying to a different note in that ticket. It should have only gone to two internal people, and not to the original ticket creator (external customer). Has anyone seen this behaviour? has caused quite an issue as im sure you can understand. Im able to reproduce it on that ticket but on a new ticket unable to reproduce. steps done: customer emailed us. we emailed back. emailed internally to two people. internal people replied. composed answer to that internal reply, it went out to the two internal plus the originator of ticket. BAD!!! supporter did not see that somehow the customer had landed in the CC field and so an issue arose because of this. thanks for any help. Neil

1 0

feature enhancement
by Johannes Grimm 05 Jul '10

05 Jul '10

It would be nice to be able to modify the OutOfOffice Message! Obviously this is hardcoded and thrown away when updateing the system. I couldn´t find a wishlist or something where i could post my request, so i do it that way. greets johannes

2 1

split OTRS, transfer Queues
by David Heidt 05 Jul '10

05 Jul '10

Hi people, I wonder if it's possible to split an existing OTRS into two by migratiing selected Queues to a freshly installed instance. Of course, I could create a clone of the existing OTRS and delete/deactivate the corresponding queues on each instance, but i'd prefer a clean install. Any hints oder best practices? OTRS 2.3.4 cheers, David

1 0

Ticket Number - AlphaNumeric
by Kevin Kimani 04 Jul '10

04 Jul '10

Hi, Have greatly been impressed with OTRS. Would like to generate the ticket number in both letters and numbers, for example, AA01 till ZZ99. Would you help me out. Really need the assistance. Have searched but not yet successful. Regards

2 1

Lock status of ticket in dashboard
by Steve Clark 02 Jul '10

02 Jul '10

Hello, Is there a way to indicate a ticket is locked in the dashboard view? Or tell if a ticket is locked? -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

1 2

Re: [otrs] otrs Digest, Vol 21, Issue 48
by Ruslan Gavinov 02 Jul '10

02 Jul '10

Hi! Anu clues? > Hi everyone! > > I need all escalation tickets to be shown above the queue. See > attachment bellow. > How can I do it? -- With best regards, Ruslan Gavinov

1 0

System logs
by Phillip Lynn 02 Jul '10

02 Jul '10

Good Afternoon, I was checking the System Logs and found errors. Is there any place where I can find what caused the errors? I am attaching a couple of examples. Thu Jul 1 08:29:17 2010 error OTRS-CGI-10 Need ResponseID! Wed Jun 30 15:59:48 2010 error OTRS-CGI-10 Need ArticleID! I have started using OTRS and not sure where everything is located. Thank You Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

1 0

URL insertion not working with firefox and Chrome
by Alejandra Piedra 02 Jul '10

02 Jul '10

Good morning to you all! Currently I'm using the latest installation of OTRS, so I'm getting every juice out of the WYSIWYG rich text editor. With that being said, I'm using the URL insertion to add some file locations instead of attaching them. The thing is that when I try to execute them with Firefox or Google Chrome I get the following error. Not Found The requested URL /otrs/\\server\file location. The funny and ironic thing is that with Internet Explorer it works like a charm. So I'm assuming it's and explorer issue, but wanted to know if anyone found the way to fix it?. Cheers! María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

1 0

otrs 2.4.7
by Steve Clark 02 Jul '10

02 Jul '10

For english speakers the following is incorrect: Config/Files/DashboardTicketCreate.xml: <Item Key="Description">Click eighter Phone- or Email-Ticket!</Item> Config/Files/ZZZAAuto.pm: 'Description' => 'Click eighter Phone- or Email-Ticket!', It should be "either". -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

1 0

alpha 3 availability
by marekhall＠poczta.onet.pl 02 Jul '10

02 Jul '10

Hi, I just saw very impressive demo of OTRS 3 available on otrs.org main page. They mention there about availability of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried to get alpha 3? Maybe I missed something or it is not yet shared? Thanks in advance for your help Marek

5 8

trouble on migration from 2.4.5 to 2.4.7
by Leonardo Certuche 02 Jul '10

02 Jul '10

Hi there, Last night we migrated our production server from 2.4.5 to 2.4.7. Since both are 2.4.* we didn't run any DBUpdate-to-2.4-post* script, just installed 2.4.7 on a fresh server (opensuse 11.2), moved the database from the old one (opensuse 10.3), moved all customizations and started the new server. Everything seemed fine at first but today we're facing two issues: 1. Special characters from spanish like ñ, á, é, í, ó, ú are not correctly shown on the front end. For instance there is a queue called Campañas which looks perfect on phpmyadmin but it's shown on the front end as CampaÃ±as. Charset on the database remains the same of the old server (utf8_general_ci) while DefaultCharset on sysconfig was iso-8859-1. I've changed it to variations such as iso-8859-15 (which appears as the a_content_type of most articles) but still no luck :( 2. We're getting the following error randomly when trying to create new tickets: Error: Can't get ArticleID from INSERT! I was googling about this error but there are only old entries like this: http://bugs.otrs.org/show_bug.cgi?id=319 Thanks in advance for any help. Leonardo Certuche www.itconsultores.com.co

1 3

Agent last Login timestamp?
by Amit Sharma 02 Jul '10

02 Jul '10

Hi, Is there any way to find agent last login timestamp? regards, amit OTRS 2.4.7

3 2

how to deal with messages at /opt/otrs/var/spool
by Leonardo Certuche 01 Jul '10

01 Jul '10

Hello, After moving to a new server, several messages got stucked at /opt/otrs/var/spool. Is there any way to force OTRS to reprocess them? Thanks, Leonardo Certuche www.itconsultores.com.co

1 0

ITSM Change management and workorder
by Sebastien Bory 01 Jul '10

01 Jul '10

Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I cant see the other state (in progress, fermé, ..)? Thanks 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 : 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 1

Re: [otrs] [itsm] change management
by Sebastien Bory 01 Jul '10

01 Jul '10

Dear list I see the state machine but i have a little mismatch In the general catalogue ITSM::ChangeManagement::WorkOrder::State I have this: Accepted Canceled Closed Created In Progress Ready And in the state Machine I can’t have the state closed When I want to add a new State transition I just have this: created, accepted, ready, in progress fermé, canceled and Start I think I do change the Closed state by “fermé” but I don’t remember where Can you help me Best regards S. bory De : itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] De la part de Anton Gubar'kov Envoyé : mercredi 30 juin 2010 21:20 À : OTRS::ITSM User questions and discussions Objet : Re: [itsm] change management Please see the docs on state machine. The list of avialble states is limited by states currently permitted according to the state machine. 2010/6/30 Sebastien Bory <sb(a)groupenci.com> Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)? Thank Sébastien Bory --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 1

Re: [otrs] Customer with multiple email addresses
by Michiel Beijen 01 Jul '10

01 Jul '10

Hi Nuno, If you have the alias stored in your Active Directory, which I'm sure you will, then you can just map this to the Customer ID field and you'd be good! ((enjoy)) Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str. 1 61352 Bad Homburg GERMANY T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann GET OTRS::ITSM 2.0 NOW - including the brand new change management module! It´s the only ITIL® V3 compatible open-source IT Service Management solution certified by PinkVERIFY worldwide! - http://bit.ly/dv4CJF On Mon, May 31, 2010 at 5:08 PM, Nuno Miguel da Cruz Neves <nuno.miguel.neves(a)pkf.pt> wrote: > Hello. > > > > I am setting up OTRS against an Active Directory backend for customers. > > > > The thing is, my AD username is my CustomerID, but, when sending emails, my > email address is an alias. Is there a way I can specify multiple CustomerID > for the same user? > > > > I’ll try to write an example: > > > > My AD username is nneves . So, my email address is nneves(a)pkf.pt > > > > But I use an alias nuno.miguel.neves(a)pkf.pt > > > > Is there a way I can say that if I receive an email with a request from > nuno.miguel.neves(a)pkf.pt, it should stay in nneves(a)pkf.pt queue, so that > when I login as a customer, I can see all my requests? > > > > Thank you, > > > > Nuno Miguel Neves > > Partner > > PKF Sistemas de Informação, S.A. > > Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l 1050-094 > Lisboa l Portugal > > Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 > > email: nuno.miguel.neves(a)pkf.pt l http://www.pkf.pt > > > > > > A PKF – Sistemas de Informação,SA é membro da PKF International Limited, uma > associação de sociedades membro legalmente independentes, a qual não aceita > quaisquer responsabilidades pelos actos ou omissões de qualquer sociedade ou > sociedades membro. Uma qualquer sociedade membro não aceita quaisquer > responsabilidades pelos actos ou omissões de qualquer outra sociedade ou > sociedades membro. > > PKF – Sistemas de Informação,SA is a member of PKF International Limited, an > association of legally independent member firms which does not accept any > responsibility or liability for the actions or inactions on the part of any > individual member firm or firms. Individual member firms do not accept > responsibility or liability for actions or inactions on the part of any > other individual member firm or firms. > > > > Este e-mail pode conter informação privilegiada e confidencial. Se não é o > destinatário pretendido, não deve copiar ou distribuir este e-mail. Se > recebeu este e-mail por engano, por favor notifique imediatamente o > remetente. Deve certificar-se que este e-mail e os seus anexos não se > encontram infectados por vírus. O envio de e-mails não é um meio de > comunicação completamente seguro. Apelamos a que reconheça essa falta de > segurança e que tome todas as precauções necessárias quando comunicar > connosco via e-mail. > > A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e > respectivos anexos que nos sejam enviados. > > This e-mail may contain privileged and confidential information. If you are > not the intended recipient, you must not copy or distribute it. If you have > received this e-mail in error, please notify the sender and delete the > e-mail immediately. You should ensure that this e-mail and any attachments > are virus free. E-mail is not a 100% secure communications medium. We advise > that you understand this lack of security and take any necessary measures > when e-mailing us. > We reserve the right to read any e-mail or attachment entering or leaving > our systems from any source without prior notice. > > > > --------------------------------------------------------------------- > 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/ >

2 1

Link services to queue when making phone/e-mail ticket
by Ulrich Gøhns 01 Jul '10

01 Jul '10

Hello, In the agent module I want to be able to show different services based on what queue the agent picked when creating a phone- or e-mail ticket. Example: Agent picks the Service Desk queue => Services shows: Computer, Printer, Hardware, Network, etc, etc. Agent picks the Infrastructure queue => Services shows: Server, Network, Security, etc, etc. Is this possible? Regards, Ulrich

2 2

Problems connection to cvs source to get the OTRS3 source for alpha test system
by Markus Moj 01 Jul '10

01 Jul '10

Hi there, as you can see in the subject I´m having trouble to connect to the cvs source from OTRS. Each time I want to connect to : cvs -d :pserver:anonymous@source.otrs.org:/home/cvs login I only get an cvs [login aborted]: connect to [source.otrs.org]:2401 failed: Connection timed out Can anybody of you login to the cvs tree an get the source files? Is there another possibility to get the files to build an alpha test system? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

1 0

OTRS PostMaster Filter and Ticket Updates
by Siva Prasad 30 Jun '10

30 Jun '10

Hi All, My scenario is like this. I created a ticket in OTRS and after that If I'm going to receive any updates to that ticket by POP3 POstmaster, I want to create a post master filter where it adds the email as a note to the exisiting ticket rather than creating a new ticket for that. One of the OTRS members said that this will be possible if we have ticket number in the subject line but didnt said much about the Post Master filter creation. Can some one please let me know what are the rules I need to define to achieve this . HOW SHOULD THE POST MASTER FILTER SHOULD BE?? Thanks Siva Prasad

3 4

Inability to save tickets.
by McCarroll, Robert 30 Jun '10

30 Jun '10

Because most of my customers do not have an e-mail address, I changed Kernel/Config.pm such that the customer user list field parameters read: CustomerUserListFields => ['first_name', 'last_name'], and commented out the  block in our custom template. However, this resulted in OTRS refusing to save any tickets until I restored the customer user list fields to: CustomerUserListFields => ['first_name', 'last_name', 'email'], even though as I mentioned almost none of the customer users in my environment have an e-mail address. Is there a way to return to the "Firstname, Last name" customer user list field set (discrding the pointless e-mail field) and still save tickets in OTRS? Robert McCarroll Systems Administration NYS Department of Civil Service

2 1

Cant create more than 2 sub-queues
by Alan Creed 30 Jun '10

30 Jun '10

Hi, I need help! I need to create a queue like: queue1 queue2 queue3 queue4 or queue1:queue2:queue3:queue4 But the problem is that when I try to create queue4 as a sub-queue of queue3, I cant It shows me only the first 2 queue to choose from. It doesnt show me queue3, altough it is created. Thanx in advance _________________________________________________________________ Hotmail es seguridad y confianza. Con el Filtro Anti Spam mejorado protegés tu cuenta. Ver más http://www.descubrehotmail.com/anti-spam.asp

3 7

Escalation time in pending tickets
by Ruslan 30 Jun '10

30 Jun '10

Hello everyone i'm got little issue with escalation of tickets with "Pending reminder" status. In my default queue we have the following settings: Escalation - First Response Time: 45 min Escalation - Update Time: 90 min Escalation - Solution Time: 180 min When agent creating ticket new PhoneTicket. With status "pending reminder" Next State: "Next day" and set's "Owner" himself. We have a new ticket in queue with status "Pending reminder" Ticket Locked on agent created this ticket. Pending date - next day after creation (week, month, etc.... it's never mind ) But escalation time starts running immediately! and by 3 hours we get notification about Ticket escalation...

2 2

Re: [otrs] Default groups for customers authorized thru LDAP
by Steve Durbin 30 Jun '10

30 Jun '10

Dear <sergzas(a)pronet.ua> >We are using otrs to resolve incidents from external clients, and we are using Customer Groups feature. >Now we need to use OTRS for internal company's purpose, so every employee will auth using LDAP. >But i got problems with groups - i can't find a way to setup groups for customers authorized using LDAP. Without group customers >(company's employers) can't post incidents to internal queues. We achieved this with AD as the LDAP by changing the Config.pm to use extensionattribute4 in AD to hold the additional customers. However, it's a bit limited by the size of the attribute so you can only have a small number of customers grouped together, so may not work for you: 1) Change Config.pm $Self->{CustomerUser}->Map to have a line [ 'UserCustomerIDs', 'CustomerIDs', 'extensionAttribute4', 1, 0, 'var', '', 1 ], You can use any AD attribute here - we just happened to have this one free. 2) For each customer required, get the attribute you're using as the customer ID (email address here). 3) For Primary.Customer(a)bridgend.gov.uk who needs to see Subordinate.One(a)bridgend.gov.uk and Subordinate.Two(a)bridgend.gov.uk tickets, put these attributes into extensionattribute4. From Exchange Powershell (for example): set-mailbox Primary.Customer(a)bridgend.gov.uk -customattribute4:"Subordinate.One@bridgend.gov.uk;Subordinate.Two@bridgend.gov.uk" (note the semicolon separating the email addresses, and it's customattribute4 in this interface!). The customer can now use the "Company Tickets" button to see all tickets for the customers given. This should work immediately, but allow 15 minutes for AD replication in some busy times. -- 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 Message: 2 Date: Wed, 30 Jun 2010 11:30:57 +0300 From: ?????? ??????? <sergzas(a)pronet.ua> Subject: [otrs] Default groups for customers authorized thru LDAP To: otrs(a)otrs.org Message-ID: <4C2B00C1.8050801(a)pronet.ua> Content-Type: text/plain; charset=UTF-8; format=flowed Best regards. ------------------------------ Message: 3 Date: Wed, 30 Jun 2010 11:02:12 +0200 From: Marco Vannini <marco.vannini(a)gmail.com> Subject: [otrs] otrs for iPhone To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTimj3lNXEWtvDwxwGzt6acOD8lyH-dpjsunWdkZt(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" http://otrs.org/news/2010/otrs_app/ Really great !!! btw, waiting one for android soon ;)

1 0

MRTG graphs?
by Luis Daniel Lucio Quiroz 30 Jun '10

30 Jun '10

Hi all i wonder if otrs has capacity to display mtrg graphs out-of-the-box or by adding a module? Thanx LD

3 4

log
by Ekram 30 Jun '10

30 Jun '10

after upgrationa i get following logs.. 1]: Need TicketID! Jun 30 14:17:34 newotrs-oslo OTRS-CGI-1[797]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 14:17:34 newotrs-oslo OTRS-CGI-1[797]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 14:17:34 newotrs-oslo OTRS-CGI-1[797]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 14:17:34 newotrs-oslo OTRS-CGI-1[797]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID!

1 0

error
by Ekram 30 Jun '10

30 Jun '10

can somebody tell why this happening? Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! -ekram

1 0

Please Help Me.
by Ekram 30 Jun '10

30 Jun '10

Could you check the image. after upgradation from 2.04 to 2.4.7 i.ve faceing the problem. Please take a look at the image. its not showing lots of information. I've followed every steps of upgradation. from 2.1>2.2>2.3>2.4 Can some suggest what wrong with me? -ekram

1 0

otrs for iPhone
by Marco Vannini 30 Jun '10

30 Jun '10

http://otrs.org/news/2010/otrs_app/ Really great !!! btw, waiting one for android soon ;)

1 0

Default groups for customers authorized thru LDAP
by Сергей Засенко 30 Jun '10

30 Jun '10

Good day. We are using otrs to resolve incidents from external clients, and we are using Customer Groups feature. Now we need to use OTRS for internal company's purpose, so every employee will auth using LDAP. But i got problems with groups - i can't find a way to setup groups for customers authorized using LDAP. Without group customers (company's employers) can't post incidents to internal queues. Is there way to resolve this problem? Best regards.

1 0

ACL feature on OTRS are very poor. We need improvements!
by Murilo Moreira de Oliveira 30 Jun '10

30 Jun '10

As I've discussed on http://bugs.otrs.org/show_bug.cgi?id=5498, I and I think several other people need some improvements on ACL feature. It seems that bugs/improvements reported on bug tracker about ACLs take very long time to be fixed/implemented and, in my opinion, ACLs give the flexibility needed in a more complex production environment. Flexibility not reached only with options available on Sysconfig. Please, read my comments on bug tracker and give a feedback! I really need those functionalities until OTRS 3.0 release.

2 2

upgrade
by Ekram 29 Jun '10

29 Jun '10

hi when i migrate to new version should i create create the OTRS tables: ----------------------- shell> mysql -u root -p otrs < scripts/database/otrs-schema.mysql.sql Insert initial data: ------------------- shell> mysql -u root -p otrs < scripts/database/otrs-initial_insert.mysql.sql Create foreign keys to other tables: ------------------------------------ shell> mysql -u root -p otrs < scripts/database/otrs-schema-post.mysql.sql after then insert the Old database and run script or i dont need to create those initial db while upgrade. -ekram

1 0

otrs upgrade problem
by Ekram 29 Jun '10

29 Jun '10

Hi, I tried to upgrade from 2.04 to 2.4. I followed every steps but the problem after 2.1 version its breaks lot of thing. Is it really possible to very old 2.04 to 2.4. i 've lots of data. aroug 6 Gb posgres.sql. Or is that ovious that some thing will not work from previous version. -ekram

1 0

Tickets and Updates
by Siva Prasad 29 Jun '10

29 Jun '10

Hi All, If a ticket is created primarily in OTRS and if we get an update to the ticket..can we create a post master filter where the update received can be added as notes to the existing ticket Thanks

2 2

Time accounting reporting
by Annika Liikanen 29 Jun '10

29 Jun '10

Hi! Is there a way to have reporting in time accounting to a file or a print? In the time accounting module you just can watch the total amounts. -- Annika Liikanen System specialist ONH Service Oy +358 40 511 8658 +0207 569 460 www.onh.fi

1 0

about ChangeManament and translations
by Leonardo Certuche 28 Jun '10

28 Jun '10

Hello there, We're facing the following two issues regarding the ChangeManagement module and its translations: 1. Both Changes and WorkOrders share two states: 'in progress' and 'cancelled'. When trying to adapt each one to the common language (company wording) of the Organization adopting this process, we figured out each one should be translated to different expressions but when creating conditions for a given change, OTRS only picks the first translation found, forcing us to use a single translation for both. How can we make sure each expression keeps its own translation on any screen? 2. We completely translated each Change Management notification to our language but when any notification arrives, the variables <OTRS_CHANGE_ChangeState> and <OTRS_WORKORDER_WorkOrderState> won't translate, causing confusion on both customer and agents who recieve them. Is there any way to force notifications to read the language files? Should we report bugs for this situations? Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co

2 2

agents can't view closed ticket
by e c 28 Jun '10

28 Jun '10

Hi all, I recently noticed that for my OTRS it is not possible to view closed ticket for agents what where responsible for it. Can anyone show me how to enable this? Thank you. Ed.

2 1

UPDATE ** OTRS 3 Beta Release Party!
by Shawn Beasley 28 Jun '10

28 Jun '10

Dear OTRS Community, The beta release party, scheduled for the day of the beta release of OTRS 3 02AUG10, has moved to the planning phase. The agenda is still in work, and should be released by Monday 28JUN10. Everyone is welcome who pre-registers with OTRS AG. Please pre-register per mail to "Event Registrar <rsvp.event(a)otrs.com>" if you would like to attend the release party. We will then confirm the reservation shortly before the event. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. Locations where the party will happen: * area of Frankfurt, Germany * Cupertino, California ...and new on the list.... * Leiden, The Netherlands P.S. ... anyone looking to aid in the organization, please contact me directly. -- Shawn Beasley Manager Community Marketing OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann

2 2

database question
by Peter Leggett 28 Jun '10

28 Jun '10

Hi, I am looking at setting up a helpdesk system based on OTRS for our dept. I would authenticate agents and customers against our main University LDAP service. But for the customer (and agent) data, our set up is such that the customer, e.g staff, student, is held in a number of databases. For example our LDAP service hold uid and email but another database holds room number, telephone number. My initial questions are :- 1. Is it possible to somehow obtain the selection of user data, e.g. name, telephone, email, room number from a variety of database sources at the same time ? I can see one can have multiple database sources from the admin manual but it is unclear if for a individual user can have data sourced from different databases at the same time ? 2. Would I need to have a OTRS database pulling this data from the different sources when the user first logs in ? or can it be done on the fly each time a user's info is reqiured ? 3. If the data needs to be pulled into a OTRS database using say the AuthSyncModule can this data be updated periodically some how from the master source databases? Is there already a mechanisum to do this or would I have to write something ? Many thanks for any help on this, Pete -- Peter F. Leggett Computing Development Officer Engineering, Mathematics and Physical Sciences University of Exeter

1 0

OTRS DASH Board Graphical Display
by Siva Prasad 28 Jun '10

28 Jun '10

Hi All, Is there any chance of customizing the OTRS dashboard where I can view the Tickets opened/closed by an agent.And also for the tickets escalated. I would like to have a graphical display Thanks

1 0

Problem configuring cron
by Trasschaert Karl 28 Jun '10

28 Jun '10

Hi, regarding the doc, i'm configuring the cron jobhttp://wiki.otrs.org/index.php?title=Installation_on_Debian_5.04_lenny I have this error: administrator@ubuntu10:/opt/otrs/var/cron$ sudo for foo in *.dist; do cp $foo `basename $foo .dist`; done # copies all files with .dist extension to regular name-bash: syntax error near unexpected token `do' Could anyone help me to configure that ? Thx Karl _________________________________________________________________ Internet Explorer 8: le navigateur le plus utilisé au monde. http://www.microsoft.com/belux/fr/windows/internet-explorer/

3 7

How to allow to ro user select and/or create customer user for a ticket?
by d.grechishkin＠rsu.edu.ru 28 Jun '10

28 Jun '10

I have a problem. There is a default queue Raw and default group users on it. Ro user got ro, move_into, create and note permissions in this group. But he haven`t any ticket in a digest, but it is necessary, and he can`t create or even select a customer to assign it for a ticket. He got some of tickets in queue view by enabing an option Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets, but it`s not enough Tell me please, how should i manage permissions or change some options in sysconfig to enable for ro user to view the queue tickets in digest and chose and/or create customer users? Ryazan State University IT Department Tel. +7 (4912) 460-708 ext. 2188 Fax. +7 (4912) 281-435 E-mail: d.grechishkin(a)rsu.edu.ru

2 1

Survey Help
by Kevin Bednar 26 Jun '10

26 Jun '10

Can anyone help with the Survey module? I have it installed, I have set Survey::SendPeriod = 0, created a survey and assigned it to all queues on the system, but no matter what it wont send anything after closing a ticket. The survey is the only one in the system currently and IS marked Master. All other mail functions on the system work, both inbound and outbound. Any idea what's missing here? I followed the incredibly sparse, google translated info on the web and it's not working. Documentation really needs to be improved on some areas. I see references in the latest manual for a CMS module, but it does'nt seem to exist in the repository. Yet the Survey module does exist, but there is nothing at all in docs about it. TIA to all! Kevin

2 2

A few quick questions
by Kevin Bednar 25 Jun '10

25 Jun '10

Hey all, I'm a complete newb to OTRS so be easy if you can. :) Just installed a few days ago, and had a few initial issues but some excellent help from Michiel and he explained what I was missing. So far, for what I'm doing the system is great! I cam from Cerberus so the learning curve is much steeper, however the system is tons more powerful. The 2 main things I need some help with are: 1) Can someone tell me how to use the "Survey" module? From reading it seems like one can use it to email a customer after a ticket has been closed to solicit their input on their satisfaction level with the service, which for a 1 man shop like myself is definitely valuable. I have it installed but if I click the "Survey" button it shows just an Overview screen with some headers (Number, Title,Status and Created) but there is nothing under them and no "Add" button I can see to create a new one. Am I missing something stupid here? 2) One of the queues I have is called Support. What I would like to be able to do is have something like this happen when an inbound email is received for that queue: A) Email comes into Support queue B) System creates a new ticket and if the email address is NOT in the Customer Users database then add that email and create a random password B1) If email IS in the Customer User database then just go to step C C) Build a autoresponse email including a URL for the customer portal based on step B above, ie: it its a new customer the email contains login name, password, and URL for login page. If they ARE in the customer user db, leave the login information out of the autoresponse and give them a URL direct to that ticket number if possible? I think this is doable from the features I've seen for the system. I already have basic autoresponders working fine, but don't know how to accomplish creating a new customer account if they dont exist, and how to create the logic needed to build the URL's based on whether the customer is in the db or not. 3) Has anyone integrated OTRS with SugarCRM? I know it can be done and Michiel pointed me to the customer db backend docs, but like I said I'm still trying to learn OTRS itself and am not really familiar with Sugar either as I just installed it a few days ago. What I would like to do is keep my actual customer info (Name, address, city, phone, email, etc.) in Sugar and then have OTRS be able to pull that info from sugar when a ticket is created based on customer id (which looks like is just the email address in OTRS, which also exists in Sugar, as they have no specific customer id field) and be able to put a list of ticket numbers for that customer in their information in sugar, maybe in the notes field? Any help with any of the above would be GREATLY appreciated! Looking forward to having OTRS help keep things running smoothly! Kevin

1 0

OTRS DASHboard configuration
by Siva Prasad 25 Jun '10

25 Jun '10

Hi All, Is there any chance of customising the OTRS dashboard where I can view the Tickets opened/closed by an agent.And also for the tickets escalated. I would like to have a grahical display Thanks

1 0

OTRS Templates
by Siva Prasad 25 Jun '10

25 Jun '10

Hi All, Please give me some templates for release, change,patch and incident process Thanks

1 0

OTRS Change Management
by Siva Prasad 25 Jun '10

25 Jun '10

HI All, Is there any chance by which an email processed through Post master filter can be created as ticket under change process. Thanks Siva Prasad

1 0

planning deployment
by James Bowes 23 Jun '10

23 Jun '10

Hi folks. I am planning my deployment for OTRS and I'd like to use LDAP against AD. I see others are doing just that with success. Our organization has several branches under a single AD forest. Each branch has its own OU and sub OUs for PC and Terminal server users. Questions: About authenticating against LDAP: How do I look up users in such a configuration? I know there are conventions but unfortunately I am not an LDAP expert.About email filtering to the correct queues: we principally divide requests into distinct branches: 1 for Windows items and 2 for an ERP system. I have created queues and sub-queues for each. Assuming the LDAP is configured correctly and the polling of the existing helpdesk email works, OTRS will grab the mail. But then what can I do with it? How can I make sure it goes to the correct queue?Thanks in advance. --james

1 0

response email notify
by e c 23 Jun '10

23 Jun '10

hi all, I have created a empty response for all queues with: Dear <OTRS_CUSTOMER_DATA_UserFirstname>, But when i click on response of an incomming ticket i get the following footer which i want to delete: ------ Dear Customer Test1, Thank you for your request. 06/23/2010 12:26 - Customer Test1 wrote: Hi all, Could you please install Virtual box on my computer as i need to test some application running on different Linux servers. Thank you. PS. I have a 64 bit operating system and my ip address is 192.168.1.X. Br/ Customer Test1 Dear Customer, Your Ticket-Team AgnetName AgentSurname -- Super Support - Waterford Business Park 5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA Email: hot(a)example.com - Web: http://www.example.com/ -- Can any one show me how? Thank you. Ed.

2 1

otrs system logs
by e c 23 Jun '10

23 Jun '10

Hi all, Today while checking system logs i fund the these errors: Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT ru.role_id, ru.user_id, r.name FROM role_user ru, roles r WHERE r.valid_id IN (1) AND r.id = ru.role_id AND ' Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 Invalid integer in query 'customer-test1(a)company.com'! Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_user gu WHERE g.valid_id IN (1) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ( 'ro','rw' ) AND gu.user_id = ' Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 Invalid integer in query 'customer-test1(a)company.com'! Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 PDF support activated in SysConfig but cpan-module PDF::API2 isn't installed! Wed Jun 23 09:03:41 2010 error OTRS-CGI-10 Module PDF/API2.pm not found! Wed Jun 23 09:01:32 2010 error OTRS-CGI-10 Module Kernel::Modules::AgentTicketSearch not registered in Kernel/Config.pm! Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT ru.role_id, ru.user_id, r.name FROM role_user ru, roles r WHERE r.valid_id IN (1) AND r.id = ru.role_id AND ' Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 Invalid integer in query 'customer-test1(a)company.com'! Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_user gu WHERE g.valid_id IN (1) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ( 'ro','rw' ) AND gu.user_id = ' Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 Invalid integer in query 'customer-test1(a)company.com'! Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 PDF support activated in SysConfig but cpan-module PDF::API2 isn't installed! Wed Jun 23 09:01:22 2010 error OTRS-CGI-10 Module PDF/API2.pm not found! can anyone explain o me what do they mean? thanks, Ed.

1 0

Lock Phone ticket after creation
by Ruslan 22 Jun '10

22 Jun '10

Hello. Can any one tell me the way how automatically LOCK ticket on agent created it ? --

3 3

AgentCanBeCustomer
by Louis Becker 22 Jun '10

22 Jun '10

Hi What happened to AgentCanBeCustomer setting in 2.4.7? I cannot find it. If it is not there, how can I achieve similar functionality? Louis DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail.

2 1

New answer into AgentTicketZoom
by magicboiz 22 Jun '10

22 Jun '10

Hello all!! I want to add a new answer to the right panel of AgentTicketZoom (OTRS2.4.7+ITSM1.3). Currently, I have email-answer and phone-answer. I want to add my custom-answer. In order to try a test first, I'd use AgentTicketCompose.pm as a template and I created AgentTicketComposeCustom.pm. I did modify AgentTicketZoom.pm and AgentTicketZoom.dtl After this changes, I restarted apache server, but this new answer, never appers on the right block of AgentTicketZoom......do I need to modify/include anythin more? My new module is registered correctly, because I can call it directly from the browser.... Thx in advance!

3 5

make freetext mandatory depending on the theme chosen
by Leonardo Certuche 22 Jun '10

22 Jun '10

Hello there! I have a question about freetext and themes that hopefully some of you guys will answer: Is it possible to make mandatory a freetext for a given theme and optional for others? We'd like to have a single OTRS as the service desk application available for several areas, each area using different freefields. Any comment is greatly appreciated. Leonardo Certuche

3 4

StaticStatsTemplate.pm
by Steve Clark 22 Jun '10

22 Jun '10

Hello, I have been reading the programmer api document and decided to try to install the StaticStatsTemplate.pm file from cvs in Kernel/System/Stats/Static The documentation says it should then in appear in the stats screen but it does not. I've looked at what I have done several times and can't see any obvious errors. Any ideas? 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 3

email notification error
by e c 22 Jun '10

22 Jun '10

Hi all, I have an issue receiving emails after configuring Core::Sendmail When I configure it with as following : SendmailModule: SMTP SendmailModule::CMD: /usr/sbin/sendmail -i -f (default) SendmailModule::Host: mail.hostname.com SendmailModule::Port: 25 SendmailModule::AuthUser: otrs SendmailModule::AuthPassword: otrs after this configuration when i try to reset the password of an agent i get the following: Error: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug f[..] Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Jun 21 15:43:39 2010 Message: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug for more info! Traceback (14374): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 483 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 But when there is not configuration i get the password notification from admin(a)example.com One more question: How can i configure that when i receive the email for password monification to get the right hostname of my otrs server: Example: ----- Hi Ed, you or someone impersonating you has requested to change your OTRS password. If you want to do this, click on this link to get a new password. https://yourhost.example.com/otrs/index.pl?Action=LostPassword&Token=AXwbKs… Your OTRS Notification Master ---- Could you please help! Thank you. Ed.

2 1

ssl certificate
by Alessandro d'Ambrosio 22 Jun '10

22 Jun '10

Hi, i've installed my OTRS in a Windows Server machine. I would like to perform Customer Authentication through Radius and I would like to install a SSL certificate to use https protocol during login phase to increase security. Which certificate I need? Can I buy a QuickSSL certificate? Thanks, Alessandro

1 0

Question on queue and ticket escalation from an OTRS newbie
by vikram.melonfire＠googlemail.com 21 Jun '10

21 Jun '10

Hello all I am new to OTRS so please bear with me if this is a silly question! When configuring a new queue, I can see options for escalation - first response time and escalation - update time. My understanding of this is that if an agent does not respond to or update the ticket within the time specified in these options, he will get an email notification or reminder that the ticket is awaiting solution. Is this correct? If yes, then could you also let me know to whom the notification is sent? Does it go to all the members of the group that the queue is linked to? Example: If the queue ABC is linked to group users and a new ticket comes in today with escalation->first response time 24 hours, then if there is no response to the ticket within 24h, OTRS will send a reminder to all members of the users group. Is this right? My second question is: if as admin I add new agent accounts to OTRS, there is currently no email confirmation of the same sent to the agents. Is there a configuration option in OTRS so that it will send a notification or confirmation whenever a new agent account is added? Many thanks in advance, Vikram

1 0

New answer into AgentTicketZoom
by Steve Durbin 21 Jun '10

21 Jun '10

>I want to add a new answer to the right panel of AgentTicketZoom (OTRS2.4.7+ITSM1.3). Currently, I have >email-answer and phone-answer. I want to add my custom-answer. >In order to try a test first, I'd use AgentTicketCompose.pm as a template and I created >AgentTicketComposeCustom.pm. I did modify AgentTicketZoom.pm and AgentTicketZoom.dtl There's no need to do this - just use the Admin->Responses to create your new response and attach it to the required queues with Responses<->Queue. Unless I'm misunderstanding your requirement? 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

merged tickets still shown in AgentTicketQueue-view
by Jan.Dreyer＠bertelsmann.de 21 Jun '10

21 Jun '10

Hi, in a (heavily customized) installation we have the problem that merged tickets stay in AgentTicketQueue-view (with the "merged"-notice inside only). Do we need a special state for merged tickets to not show these? Or can I tweak this behaviour in preferences? OTRS 2.3.4 Greetings Jan Dreyer

2 3

Mail Sending help
by Kevin Bednar 20 Jun '10

20 Jun '10

Hey all, just installed OTRS 2.4 and while the learning curve is quite large it seems like a very powerful system. I'm still in the process of configuring stuff and figuring out how things work, however I'm running into a problem. When creating a ticket by hand and trying to send I get the following: Message: Can't use from 'otrs@localhost': 550The address is not valid. Now, I went in and marked that user as 'invalid' and there is a email address created for the group I'm emailing from and that group shows up in the dropdown box when I create a 'email ticket'. I also use SMTP in the sendmail config since I'm on windows. Any idea where that root email address is hiding so I can change it and fix the issue? The docs are very sparse when it comes to how most of the email stuff works under windows. I assumed that the from email address would be the one for the group you select in the ticket creation but that doesnt seem to be the case. Also, I can't find where to change the length of time between mailbox checks. I know it defaults to every 5 mins but I dont know how to change that to something else. Any ideas? TIA for any help! Kevin

2 1

Re: [otrs] OTRS 3 Beta Release Party!
by Mike Morris 18 Jun '10

18 Jun '10

> ------------------------------ > > Hi, > > On Jun 17, 2010, at 20:56 , Mike Morris wrote: > > > > I was going to ignore this since I assumed it would be in Germany... > but the word "Cupertino" happened to catch my eye. I am in San Jose > (just a few miles away) and would love to attend.... however, even as > I typed that sentence I just realized that, ironically, I will be in > Europe that week! I assume the party will be on the Beta release date > of 2 Aug? > > > > So, now I am thouroughly confused as to where and when you are? The > party will be on 02 AUG. Where will you be? Sorry; you're confused because I was confused :-) I will be somewhere in Europe; we will be in Germany several days, between July 26th and August 6th, but I don't know which cities or days yet. Bottom line, I won't be able to make it. I was temporarily very excited to think I could attend the Cupertino party, but I'll be gone. I'm excited about 3.0 though!!!

1 0

Escalation tickets above the queue
by Ruslan Gavinov 18 Jun '10

18 Jun '10

Hi everyone! I need all escalation tickets to be shown above the queue. See attachment bellow. How can I do it? -- With best regards, Ruslan Gavinov

1 0

Re: [otrs] OTRS 3 Beta Release Party!
by Mike Morris 18 Jun '10

18 Jun '10

I was going to ignore this since I assumed it would be in Germany... but the word "Cupertino" happened to catch my eye. I am in San Jose (just a few miles away) and would love to attend.... however, even as I typed that sentence I just realized that, ironically, I will be in Europe that week! I assume the party will be on the Beta release date of 2 Aug? DARN! On Thu, 2010-06-17 at 11:12 +0000, otrs-request(a)otrs.org wrote: > Message: 5 > Date: Thu, 17 Jun 2010 12:26:35 +0200 > From: Shawn Beasley <shawn.beasley(a)otrs.com> > Subject: [otrs] OTRS 3 Beta Release Party! > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <F3D400BC-1DB0-4C04-8697-B17A368FFF5F(a)otrs.com> > Content-Type: text/plain; charset=iso-8859-1 > > Dear OTRS Community, > > We are researching the release party for the beta release of OTRS 3. The beta will be released on 02AUG10, and we are reaching out to all who would like to attend a release party to celebrate this milestone with us. The agenda for the party is in the works. We will release an agenda on the list and in the forum by Monday 21JUN10. Party is R.S.V.P. only, so that the party will be a success. I will transmit the address for R.S.V.P. later this day. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. > > The release party will take place *most likely* in the area of Frankfurt, Germany and Cupertino, California. Any Ideas for a location that would be fun but practical? > > P.S. ... anyone looking to aid in the organization, please contact me directly. > P.P.S. ... the actual discussion should *probably* happen on the forum? What do you all think? http://forums.otrs.org/viewtopic.php?f=2&t=5062 > > -- > > Shawn Beasley > > Manager Community Marketing > > OTRS AG > Norsk-Data-Str 1 > 61352 Bad Homburg > Germany > > T: +49 (0) 9421 56818 330 > F: +49 (0) 9421 56818 18 > I: http://www.otrs.com/ > > Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 > Chairman: Burchard Steinbild, Managing Board: Andr? Mindermann

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which HTML article height is used (SysConfig) ?
by Alexander Halle 18 Jun '10

18 Jun '10

Hi, does somebody know the difference between the two SysConfig parameters HTMLArticleHeightDefault (100 pixel) and HTMLArticleHeightMax (2500 pixel) ? I wonder how OTRS decides which one to use ? Sometimes I have large scrolling windows (2500 pixel) and sometimes very small ones (100 pixel) which is very confusing. As a workaround I have set both parameters to the same value until I understand this feature. 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 0

Set Ticket Type in Bulk Actions?
by Karsten Heymann 17 Jun '10

17 Jun '10

Hello, am I right that it's currently not possible to set the ticket type in Bulk Actions? Yours Karsten

2 1

location of Work Order feature in ITSM 2.0.2
by Geline Gloria 17 Jun '10

17 Jun '10

Hi, I'm currently trying the online demo of ITSM 2.0.2. But I can't find where Work Order is located? And how does it work? Because I can't understand and can't find some features stated in this manual: http://doc.otrs.org/itsm/2.0/en/html/x1081.html Hope you could help me out with this. Thanks! :D

2 1

Re: [otrs] otrs Digest, Vol 21, Issue 45
by Aqueel Ahmed 17 Jun '10

17 Jun '10

Dear OTRS Team, We are implementing helpdesk system for our company internally, kindly please help us in the following issues we have. 1. I AM NOT ABLE TO INTEGRATE SERVICES WITH THE QUEUE. Like when I select a queue I should get only those servers related to queue. 2. In escalation how to set an email address of the person who should notified if SLA is violated? 3. How put logo file for customer web acess I have my logo file company.png? Kindly please reply to the above. YOUR HELP WILL BE HIGHLY APPRECIATED. Regards, Aqueel Ahmed Network Engineer Amana Contracting & Steel Buildings - Corporate Office T: +971 4 885 4447 Extn: 7105 F: +971 4 885 9010 M: +971 50 389 8261 E: aqueel.ahmed(a)amanabuildings.com W: http://mis-moss:14769/personal/aqueel_ahmed/  Please think before you print. Do you really need to print this email? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, June 17, 2010 3:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 21, Issue 45 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: StaticStatsTemplate.pm (Steve Clark) 2. Re: StaticStatsTemplate.pm (Alejandra Piedra) 3. Work Order of ITSM 2.0.2 (Geline Gloria) 4. location of Work Order feature in ITSM 2.0.2 (Geline Gloria) 5. OTRS 3 Beta Release Party! (Shawn Beasley) 6. Re: How to Enable Debugging (Alexander Halle) 7. Re: all notification to be sent from one mail account (e c) ---------------------------------------------------------------------- Message: 1 Date: Wed, 16 Jun 2010 09:42:07 -0400 From: Steve Clark <sclark(a)netwolves.com> Subject: Re: [otrs] StaticStatsTemplate.pm To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4C18D4AF.8030303(a)netwolves.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed On 06/07/2010 04:11 PM, Steve Clark wrote: > Hello, > > I have been reading the programmer api document and decided to try to install > the StaticStatsTemplate.pm file from cvs in > Kernel/System/Stats/Static > > The documentation says it should then in appear in the stats screen > but it does not. > > I've looked at what I have done several times and can't see any obvious > errors. > > Any ideas? > > Thanks, > Hmmm... I guess nobody has ever done this??? -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com ------------------------------ Message: 2 Date: Wed, 16 Jun 2010 08:05:12 -0600 From: Alejandra Piedra <Alejandra.Piedra(a)iica.int> Subject: Re: [otrs] StaticStatsTemplate.pm To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <47464E79F8426A42A3B985F427A284FF2DC1DBA1EA(a)helios.iica.ac.cr> Content-Type: text/plain; charset="iso-8859-1" I'm also interested in that! It doesn't appear to me either. Regards Mar?a Alejandra Piedra Unidad de Inform?tica y Sistemas de Informaci?n IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Steve Clark Enviado el: Mi?rcoles, 16 de Junio de 2010 07:42 a.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] StaticStatsTemplate.pm On 06/07/2010 04:11 PM, Steve Clark wrote: > Hello, > > I have been reading the programmer api document and decided to try to install > the StaticStatsTemplate.pm file from cvs in > Kernel/System/Stats/Static > > The documentation says it should then in appear in the stats screen > but it does not. > > I've looked at what I have done several times and can't see any obvious > errors. > > Any ideas? > > Thanks, > Hmmm... I guess nobody has ever done this??? -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com --------------------------------------------------------------------- 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/ ------------------------------ Message: 3 Date: Thu, 17 Jun 2010 13:17:09 +0800 From: Geline Gloria <gelgloria(a)gmail.com> Subject: [otrs] Work Order of ITSM 2.0.2 To: otrs(a)otrs.org Message-ID: <AANLkTilYyice35DRkRjPombyMfCKhq7CuF0SuA-gm7UE(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, I would like to know how is the flow of the work order of ITSM 2.0.2? How does it work? Thank you! [?] -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100617/d7da7999/attachme…> -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 96 bytes Desc: not available URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100617/d7da7999/attachme…> ------------------------------ Message: 4 Date: Thu, 17 Jun 2010 13:49:29 +0800 From: Geline Gloria <gelgloria(a)gmail.com> Subject: [otrs] location of Work Order feature in ITSM 2.0.2 To: otrs(a)otrs.org Message-ID: <AANLkTiklao1DFqFPDxRy8PXkb9rb4vXfPgeuFYi3uV3U(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, I'm currently trying the online demo of ITSM 2.0.2. But I can't find where Work Order is located? And how does it work? Because I can't understand and can't find some features stated in this manual: http://doc.otrs.org/itsm/2.0/en/html/x1081.html Hope you could help me out with this. Thanks! :D -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100617/b22c3b17/attachme…> ------------------------------ Message: 5 Date: Thu, 17 Jun 2010 12:26:35 +0200 From: Shawn Beasley <shawn.beasley(a)otrs.com> Subject: [otrs] OTRS 3 Beta Release Party! To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <F3D400BC-1DB0-4C04-8697-B17A368FFF5F(a)otrs.com> Content-Type: text/plain; charset=iso-8859-1 Dear OTRS Community, We are researching the release party for the beta release of OTRS 3. The beta will be released on 02AUG10, and we are reaching out to all who would like to attend a release party to celebrate this milestone with us. The agenda for the party is in the works. We will release an agenda on the list and in the forum by Monday 21JUN10. Party is R.S.V.P. only, so that the party will be a success. I will transmit the address for R.S.V.P. later this day. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. The release party will take place *most likely* in the area of Frankfurt, Germany and Cupertino, California. Any Ideas for a location that would be fun but practical? P.S. ... anyone looking to aid in the organization, please contact me directly. P.P.S. ... the actual discussion should *probably* happen on the forum? What do you all think? http://forums.otrs.org/viewtopic.php?f=2&t=5062 -- Shawn Beasley Manager Community Marketing OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: Andr? Mindermann ------------------------------ Message: 6 Date: Thu, 17 Jun 2010 12:45:29 +0200 From: Alexander Halle <ahalle-otrs(a)radprax.de> Subject: Re: [otrs] How to Enable Debugging To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4C19FCC9.9050107(a)radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Jeff Travers wrote : [...] > I've set debugging to "3" in the Kernel | System | Auth | DB.pm file > but its only including the encrypted password in the log file. Is > there a way to enable more verbose debugging to help diagnose where > it may be failing? Hi Jeff, I'm also interested in more verbose debugging in general but I haven't yet found documentation about this topic :( Perhaps the following two postings help you concerning the debug level (1000 ?) and enabling debugging in Config.pm : http://lists.otrs.org/pipermail/otrs/2006-August/012049.html http://lists.otrs.org/pipermail/otrs/2008-December/025050.html Regards 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 ------------------------------ Message: 7 Date: Thu, 17 Jun 2010 13:12:04 +0200 From: e c <otrshelp2(a)gmail.com> Subject: Re: [otrs] all notification to be sent from one mail account To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTilduvalwvYFpAvoB78bd9kiqVK-sLa8M0-6sZ2x(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi all, I was able to configure notification sending with gmail account but I am still having problems with my company email account. When i configure mail notification as per : http://wiki.otrs.org/index.php?title=Configure_OTRS_with_Gmail i get the following problem when i try to reset my password: Error: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug f[..] Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Jun 17 12:57:34 2010 Message: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug for more info! Traceback (2198): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 483 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 Thank you. Best regards, ec -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100617/4cc21e2e/attachme…> ------------------------------ --------------------------------------------------------------------- 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/ End of otrs Digest, Vol 21, Issue 45 ************************************

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all notification to be sent from one mail account
by e c 17 Jun '10

17 Jun '10

Hi all, I need to configure otrs in a way that every notification (creation account,lost password, ticket creation, ticket reply, etc) that is send to customer/agents to be from one mail account. The mail server is sendmail with imap and tls. Where should i add this config? for example: otrs-admin(a)mycomp.com IMAP and SMTP are mycom.com TLS Thank you. Ec.

3 3

How to Enable Debugging
by Jeff Travers 17 Jun '10

17 Jun '10

We're trying to convert our OTRS database from MySQL to Oracle. I can authenticate as the root user account but can't authenticate as any of our other agents. The error log states that the user account "doesn't exist or is invalid". The data in the users table appears to be fine as I see the 16 agent accounts. I've set debugging to "3" in the Kernel | System | Auth | DB.pm file but its only including the encrypted password in the log file. Is there a way to enable more verbose debugging to help diagnose where it may be failing?

2 1

OTRS 3 Beta Release Party!
by Shawn Beasley 17 Jun '10

17 Jun '10

Dear OTRS Community, We are researching the release party for the beta release of OTRS 3. The beta will be released on 02AUG10, and we are reaching out to all who would like to attend a release party to celebrate this milestone with us. The agenda for the party is in the works. We will release an agenda on the list and in the forum by Monday 21JUN10. Party is R.S.V.P. only, so that the party will be a success. I will transmit the address for R.S.V.P. later this day. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. The release party will take place *most likely* in the area of Frankfurt, Germany and Cupertino, California. Any Ideas for a location that would be fun but practical? P.S. ... anyone looking to aid in the organization, please contact me directly. P.P.S. ... the actual discussion should *probably* happen on the forum? What do you all think? http://forums.otrs.org/viewtopic.php?f=2&t=5062 -- Shawn Beasley Manager Community Marketing OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann

1 0

Work Order of ITSM 2.0.2
by Geline Gloria 17 Jun '10

17 Jun '10

Hi, I would like to know how is the flow of the work order of ITSM 2.0.2? How does it work? Thank you! [?]

1 0

Changing the Columns in Customer Ticket List Display
by Louis Becker 16 Jun '10

16 Jun '10

Hi Would like to change owner column to display only the agents first name, not the agentID. I have been able to change column widths, etc by adapting the CustomerStatusView.dtl file. What would be the reference to the agents firstname to using instead of "Owner"? Louis Louis Becker Project Control Manager T +264 855 550 000 C +264 855 510 136 F +264 855 202 010 Louis.Becker(a)leo.na http://www.leo.na DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail.

1 0

New Features of the new ITSM 2.0.2
by Geline Gloria 16 Jun '10

16 Jun '10

Hi, I would like to know what are the new features of the new ITSM 2.0.2? What are its differences compared to the previous version? Thanks! [?]

2 1

Re: [otrs] otrs Digest, Vol 21, Issue 100
by Ruzwan Abdul 15 Jun '10

15 Jun '10

Hi All, The account was created and given RO access to users, of which the xyz queue is a member. When the user logs in, no tickets are displayed in his queues (both Dashboard and QueueView) even though personal queues contains xyz. But the permision of RO is given to that agent. Please suggest Regards, Ruzwan

2 1

OTRS issue deadlines
by Petr Balazi 15 Jun '10

15 Jun '10

Hi All, I would like to ask if there is any configuration option how to implement deadlines in OTRS. Deadline should be modified by Agents. I do not see any settings for deadines in admin panel, could you please help me? Thanks. Petr Balazi

2 4

canned response on ticket creation
by Steve Clark 14 Jun '10

14 Jun '10

Hi, Is there someway to have canned responses available at ticket creation. Sort of like responses but when I select new phone ticket. Thanks, Steve -- 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

smpts error connecting to GMail
by Wayne Fallows 14 Jun '10

14 Jun '10

Hi All, Having an issue sending emails via gmail smtp server. This is an ubuntu 10.04 server install with OTRS 2.4.7 installed as tar gz not as deb. as per instructions in http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%281… configured the email to collect from gmail without any issue. as per instructions at http://wiki.otrs.org/index.php?title=Configure_OTRS_with_Gmail and using smtps and port 465 How do I get more details of the issue to try and resolve? Trying to sending and email resutls in the error below Error ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Sat Jun 12 14:58:11 2010 Message: Can't connect to smtp.gmail.com : Invalid argument! Traceback (1102): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::Modules::AdminEmail::Run (v1.39) Line: 122 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 The only error message in the system log is Sat Jun 12 14:58:11 2010 error OTRS-CGI-10 Can't connect to smtp.gmail.com : Invalid argument! Thanks

3 2

make freetext box behave like the "From" box
by Leonardo Certuche 12 Jun '10

12 Jun '10

Hello there, Our customers love the way the "From" textbox works, like a browser address bar, showing you all options that matches what you're typing, nice! It's so nice that they'd love to have the same behavior on a freetext field. Has anyone accomplished this? Is it possible? Thanks for your answers, Leonardo Certuche www.itconsultores.com.co

1 0

Regarding Email Ticket Generation
by Suraj Rathod 12 Jun '10

12 Jun '10

Dear Sir/Madam, I am a newbie to OTRS. I have successfully implemetnted the OTRS system but one feature that was known to me from the begining that OTRS can also generate tickets via emails, means if someone has sent a query email to OTRS system then OTRS system can generate a ticket in response to that email and forward all the required tracking information to mail sender. I have googled and even searched a lot in the settings of OTRS system but I am unable to find any such option that can enable or disable the email ticket generation. Please help me out with this. Thanks in the anticipation of positive response. Regards, -- Suraj Rathod Pune. Conatct: 9763363200 E-mail: suraj.rathod(a)solutionenterprises.co.in Blogs: surajrathod.blogspot.com

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otrs upgrade to 2.4.7 from 2.3
by Neil Simpson 12 Jun '10

12 Jun '10

Hello, i upgraded recently and when i look under "Ticket" i have no option to resizethe ticket view (small, medium,preview). On my test system i do however. please see screenshot for the two different systems and how they differ. http://yfrog.com/4botrsj if i click on Status View i do have the option. Anyone know why it wouldn't be shown under ticket/queue view? Can someone also clarify what AgentTicketQueueTicketView.dtl and AgentTicketQueueTicketViewLite.dtl are. my test system only uses AgentTicketQueue.dtl. thanks for any help. Neil

2 3

CC to queue email address?
by Jason B. Loven 12 Jun '10

12 Jun '10

Recently it appears that when replying via email that the replies are automatically set to CC the email address of the queue. Is this a configurable option? It's causing a very annoying condition where the ticket is always flagged as "new" because the reply goes back in to the ticket as a reply to the ticket from the outside. 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/>

3 2

Root password
by Annika Liikanen 12 Jun '10

12 Jun '10

We installed a fresh installation from OTRS. I tried to log in with root@localhost / root , but it doesn´t work. How can I reset the password? Annika -- Annika Liikanen System Specialist ONH Service Oy +358 40 511 8658 +0207 569 460 www.onh.fi

3 2

OTRS email tickets set service
by Rui Francisco 12 Jun '10

12 Jun '10

Hi, Is there any way to set the service field on the ticket that arrives from email ? I've tried to set it up with the Postmaster filter, but its not working. Does anybody have a clue ? Thank you Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

2 1

Internal Server Error 2
by Faisal Misle 11 Jun '10

11 Jun '10

Internal Server Error Script Error: /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: /cgi/OTRS/StrawberryPerl/perl/bin/perl.exe: No such file or directory /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: use: command not found /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: use: command not found /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: line 28: syntax error near unexpected token `qw($' /www/cgi/OTRS/OTRS/bin/cgi-bin/installer.pl: line 28: `use FindBin qw($Bin);' Exited with (2) from signal (0) -- Faisal Misle

3 3

Unmerge
by Martignier, Philippe 11 Jun '10

11 Jun '10

Hi there, Lets say an agent does an error during a merge, (choose the wrong ticket), is there a way to un-merge a ticket? Thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

Internal Server Error
by Faisal Misle 11 Jun '10

11 Jun '10

Internal Server Error Script Error: /cgi/OTRS/OTRS/bin/cgi-bin/installer.pl line 1: Non-existent script interpreter [#!yentec.itgo.com/cgi/OTRS/StrawberryPerl/perl/bin/perl.exe] Script Output: -- Faisal Misle

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Ticket Event Triggers
by Jason Salaz 10 Jun '10

10 Jun '10

I'm trying to add a few Ticket Notification Events, specifically, one that will notify our entire support team of a new ticket creation, as well as when a customer follows up on an already created ticket. We're using OTRS 2.4.7 I created a notification on "TicketCreate", and a notification (with a different body text) on "TicketCustomerUpdate". But now, new tickets from customers result in two e-mails for a single event. I'm assuming this is because the logic works out that a "Customer" "Updated" a ticket, by creating it, which is patently false. Is this considered expected behavior? A bug? Or something else entirely? My current solution is to set the "TicketCreate" notification to invalid (or delete it), which I don't like, because occasionally an Agent will create a ticket on behalf of a customer, but that will result in no notifications going out as a result. Is there a middle ground I'm missing?

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Disable Priority
by Ruslan 10 Jun '10

10 Jun '10

Hello every one. i'm trying to minimize ticket creation interface. So i want to disable in Phone Ticket creation page next fields SLA (Not service!!!) CustomerID Pending Date (for pending* states): Impact: Priority: Due Date: Time units (work units): And cant find options to turn it off

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OTRS Installation
by Faisal Misle 10 Jun '10

10 Jun '10

Hello, I tried the online demo of otrs and loved it. But I am quite bad at isntalling these types of things of servers. Could some one help me install in on my server for free? -- Faisal Misle

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((otrs)) is hiring Consultants
by Christopher T. Kuhn 10 Jun '10

10 Jun '10

Dear List, As OTRS is the world-leading service management solution released under a OpenSource license we are evolving our professional service offer on a global basis. Therefore we're hiring OTRS consultants to strengthen our team in the US and in Europe. If you're interested in becoming a part of the success story of OTRS, please send your application to jobs(a)otrs.com. ((enjoy)) -- Christopher T. Kuhn VP Global Consulting

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ITSM Freetext Fields <-> Service/ Queues
by mofoe 10 Jun '10

10 Jun '10

Hello everyone, is it possible to have different Freetext fields for different services or queues? our customers will be using only the web interface to add tickets. so it would be very good if we could force them to enter a few details, like a serial number or a software version. but as we have different products and different customers, it would make sense if the required fields could be service or queue dependent. i was not able to figure out how to do this and by now i am no longer sure it is doable. any input is greatly appreciated! cheers, maurice

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Survey-key invalid error
by Silver springs 09 Jun '10

09 Jun '10

Hi I created a survey for my company and set the status to Master and set it such that every time a ticket is closed, it sends out the survey to the customer. In the customer's email, it would have a link to open the survey and when I try to open the link, it displays "Survey-Key Invalid" error message. Settings I have in my Sysconfig are as follows : *Ticket::EventModulePost###99-SurveySendRequest*: Event : (TicketStateUpdate|StateSet) Module : Kernel::System::Ticket::Event::SurveySendRequest Could anyone please let me know how I can fix this error ? By clicking the link in the survey email, customer should be able to take the survey without any interruption. Winter

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RegExp and sets in Ticket searches and GenericAgent??
by TechFan 09 Jun '10

09 Jun '10

I was trying to search through tickets using a regexp in the ticket search? It seems that I can't use regexp there or in the GenericAgent? Is that true or am I missing something. Ideally, I would be using a RegExp set to grab a value and set it in another field. . .is that possible? Thanks.

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help:can i configure to send mail when a ticket escalated
by Mike Lu 陆颖 (6186) 09 Jun '10

09 Jun '10

Hi, Can I configure to send mail to notify my IT support members or the manager of IT support team when a ticket escalated? And how? Mike Lu TEL: (86) 010-5860-2288 ext. 6186; FAX: (86) 010-6431-5872 Website: www.elong.com; Reservation Hotline: 400-616-1616 3rd FL, Tower C, Xingke Plaza, 10 Middle Jiu Xian Qiao Road, Chaoyang District, Beijing China 100016

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