- otrs - OTRS mailing lists

Escalation on Pending Auto Close+
by Arthur de Pauw 09 Jun '10

09 Jun '10

Hi list! I have tickets that escalate although they are in auto close + state - this is not what I expected. I've googled and found other references (http://www.mail-archive.com/otrs@otrs.org/msg30658.html) but no solution was come up there either. Could it be that tickets are escalated when they don't have a state of type "closed"? If so, should I change the state of the pending auto close to "closed"? What unwanted results could that have? Thanks, Arthur

1 0

Re: [otrs] Help on a postmaster filter (Nils Leideck - ITSM)
by Martignier, Philippe 09 Jun '10

09 Jun '10

Nils, Many thanks, it works now! I was thinking these filters were working and executing line by line, so that if one ignore was made, the email was lost for another next filter ... (that's why I placed it before instead after :) Users = happy, me too :) Cheers Philippe 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.

2 1

Help on a postmaster filter
by Martignier, Philippe 09 Jun '10

09 Jun '10

Hi there, I have a problem on a postmaster filter I don't want to get the internal mails to create tickets So I did the following From: wipo.int To : income.accounts(a)wipo.int<mailto:income.accounts@wipo.int> X-Ignore = Yes It works perfectly, all emails containing wipo.int are ignored and do not create tickets. Now they ask me for an expection for curracc(a)wipo.int<mailto:curracc@wipo.int>. That one should create a ticket How can modifiy the From statement in order to make "and not curracc(a)wipo.int<mailto:curracc@wipo.int>" I would like something like From: wipo.int and not(curracc(a)wipo.int<mailto:curracc@wipo.int>) Any help very welcome!!! Cheers 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.

5 4

GenericAgent - search through articles, not just initial ticket?
by TechFan 09 Jun '10

09 Jun '10

Is is possible to have GenericAgent search through added articles to a ticket, not just the initial ticket? We are trying to catch something in the body of each article that will trigger us making an automatic note. It seems that the search is only looking at the initial tickets and not any other items added to the ticket after creation? I also was hoping to create a filter that would allow us to run this once a day on any new articles added for the day. . .I only see an option to limit by created time. . .not updated time. . . Thanks.

1 0

Can't write config
by e c 09 Jun '10

09 Jun '10

Hi all, I have just installed otrs and i get the following error when i disable the following config: CustomerPanelCreateAccount -> No I get the following in web page: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Jun 9 12:42:59 2010 Message: Can't write ConfigItem! Traceback (1541): Module: Kernel::Modules::AdminSysConfig::Run (v1.77) Line: 150 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 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 While in /var/log/syslog : Jun 9 12:42:59 host OTRS-CGI-10[1541]: [Error][Kernel::System::Config::CreateConfig][Line:495]: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm! Jun 9 12:42:59 host OTRS-CGI-10[1541]: [Error][Kernel::System::Config::ConfigItemUpdate][Line:547]: Can't create empty /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm! Jun 9 12:42:59 host OTRS-CGI-10[1541]: [Error][Kernel::Modules::AdminSysConfig::Run][Line:150]: Can't write ConfigItem! the permissions of the files are: root@host:/var/log# ls -l /usr/share/otrs/Kernel/Config/Files/ total 792 -rw-rw-r-- 1 otrs www-data 295674 2010-01-04 13:35 Framework.xml -rw-rw-r-- 1 otrs www-data 511824 2010-02-01 02:00 Ticket.xml lrwxrwxrwx 1 otrs www-data 32 2010-06-09 11:52 ZZZAAuto.pm -> /var/lib/otrs/Config/ZZZAAuto.pm lrwxrwxrwx 1 otrs www-data 31 2010-06-09 11:52 ZZZAuto.pm -> /var/lib/otrs/Config/ZZZAuto.pm root@host:/var/log# ls -l /var/lib/otrs/Config/ total 120 -rw-rw-r-- 1 otrs www-data 119182 2010-06-09 12:42 ZZZAAuto.pm Im using a ubuntu 10.04 with last updates and otrs 2.4.7-1 Can you please help me? Thanks, Ed.

3 2

No SASL mechanism found OTRS/Kernel/cpan-lib/Authen/SASL.pm line 74
by Siva Prasad 09 Jun '10

09 Jun '10

Hi All, After configuring eMail from Config Options: Framework -> Core::Sendmail I'm getting the below error message Software error: No SASL mechanism found at C:/PROGRA~1/OTRS/OTRS/Kernel/cpan-lib/Authen/SASL.pm line 74 For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. My OTRS is on WIndows Machine.Please le t me know what is this and how can I resolve Thanks Siva Prasad

2 2

Support and Customer interface on the same screen
by Rui Francisco 09 Jun '10

09 Jun '10

Hi, In our institution there are groups and these groups supply and request services from other groups. Is there any way to integrate the support and customer interface on the same page ? This is because the same user can create support tickets and solve requests from other users. 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.

1 0

Synchronize from my Outlook calendar to the OTRS calendar
by p_anders_l＠hotmail.com 09 Jun '10

09 Jun '10

Hi. I would like to know if it's possible to sync appointments, mettings, etc. from my Outlook calendar into my OTRS calendar? Since then I don't need to manually enter my bookings both in my Outlook calendar and the OTRS calendar. Regards, Anders Lundh

2 1

Remove the SLA field
by Anders.Bakke＠hibu.no 08 Jun '10

08 Jun '10

Hi Just wondered how you remove the SLA field from the customers when they are creating a ticket Mvh Anders Bakke

3 2

Empty Dashboard and QueueView
by Tefnet Developers 08 Jun '10

08 Jun '10

Hi, I have launched an otrs-2.4.7 ticket system and have some trouble with ticket visibility. I have some open and unlocked tickets in the system right now (found by Ticket -> Search -> *) as seen here: http://www.tefnet.pl/otrs/AgentTicketSearch.html. They were reported normally via e-mail notifications. Yet I cannot see them neither in Dashboard (http://www.tefnet.pl/otrs/AgentDashboard.html) nor in QueueView (http://www.tefnet.pl/otrs/AgentTicketQueue.html) as any user (owner of the tickets and administrator). I have all queues selected in "My Queues". Is there a kind of misconfiguration that may cause this? I would be grateful for any hint about this as this is a show-stopper for me (we cannot proceed with other tasks as we want to use otrs to manage them). I use LDAP for Agent and Customer authentication (http://www.tefnet.pl/otrs/ldap.pm) which seems to be working fine. Here is the config backup: http://www.tefnet.pl/otrs/SysConfigBackup_2010-06-07_16-41.pm bye, Filip Zyzniewski Tefnet

2 2

additional itsm fields to the add notes
by Norbert Bede 08 Jun '10

08 Jun '10

Good day, I want to add additional ITSM fields to the "add note" window. I try to find setup option, but without success. Goal is to possiblity to set itsm response and recovery time on first follow up comment. norbert

1 0

Age attribute
by Phillip Lynn 07 Jun '10

07 Jun '10

Hi, Just a quick question about the age attribute . When generating the stats report it gives the age in seconds. I am still looking, but is there a way to have it give you the time in hours and or days? 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

How to enable new report at STAST module
by Armando Irazabal 07 Jun '10

07 Jun '10

Hi, I want to set up a new report al stats module, could you guide me? Regards, Armando

1 0

Re: [otrs] No Bcc in PostMaster Filter
by Martignier, Philippe 07 Jun '10

07 Jun '10

After a few exchanges on the bug (in the bug tracker) I still don't know how to filter these internal mails using my generic mailbox in the bcc (that field is available in Outlook) Any help welcome Cheers Philippe 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

No Bcc in PostMaster Filter
by Martignier, Philippe 07 Jun '10

07 Jun '10

Hi there, Just to signal I have created a bug http://bugs.otrs.org/show_bug.cgi?id=5440 because you can not filter emails with bcc, only with the to and cc. Hope I am not the only one requesting that ... Cheers Philippe PS : is there a place I can just add "bcc" so that it appears in the list and will that do the trick? 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.

3 3

Hide or Remove SLA drop down
by Silver springs 04 Jun '10

04 Jun '10

Hi Could anybody let me know if its possible to hide or remove the SLA dropdown box from the customer portal of OTRS ? Regards Winter

3 2

Re: [otrs] otrs Digest, Vol 21, Issue 17
by mrembas＠truecom.pl 04 Jun '10

04 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

5 5

ACL
by Louis Becker 04 Jun '10

04 Jun '10

Hi I would like to limit the values in the dropdown when tickets are created. I added the code below to /use/share/otrs/Kernel/config.pm, but it did not have any effect. $Self->{TicketAcl}->{'ACL-Name-1'} = { Properties => { Ticket => { Queue = ['NOC'], }, }, Possible => { Ticket => { Service = ['Notification'], }, }, }; Some questions: * My config.pm file has 3 sections (I am not a perl expert, just started learning) one that starts with "BEGIN", one that starts with "sub Load" and a bit that starts with use strict; In which part should the ACLs go? * Should ACLs be enabled in the SysConfig somehow? 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.

4 12

Re: [otrs] otrs Digest, Vol 21, Issue 18
by mrembas＠truecom.pl 04 Jun '10

04 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

1 0

Pending status
by Annika Liikanen 04 Jun '10

04 Jun '10

Hi! I looked explanations about different pending status: pending reminder, pending close + and pending close - . In every status you set time that triggers something. I would like to have simple Pending status, wich triggers nothing. No time needed to set. Tickets just waits something and clock stops ticking, until I do something. =) Can I have this type of status? How? Thanks again, -- Annika Liikanen

1 0

Message "Need module" in Log
by Raphael Thoma 04 Jun '10

04 Jun '10

Hi I'm currently facing the message "Need module" on every access to otrs in our logfile. OTRS itself works as expected. Traceback: Message: Need module! Traceback (41237): Module: Kernel::System::Main::Require (v1.33.2.1) Line: 98 Module: Kernel::Output::HTML::Layout::NavigationBar (v1.176.2.17) Line: 3376 Module: Kernel::Modules::AgentTicketSearch::Run (v1.72) Line: 1034 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_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 Any idea what causes this message in our logs? bin/otrs.checkModules does not show any missing Perl-Modules. Kind regards Raphael Thoma

1 0

Re: [otrs] otrs Digest, Vol 21, Issue 16
by mrembas＠truecom.pl 04 Jun '10

04 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

1 0

Custom themes
by Steve Clark 04 Jun '10

04 Jun '10

Hi, In trying to setup a custom customer log in theme I have created a "Custom" dir in Kernel/Output/HTML and copied the files from Standard that I wanted to modify - works great, however I need to change the customer-css file which in 2.3 used to be in the same directory. It now seems it is in var/httpd/htdocs/css/Standard so I created a parallel directory var/httpd/htdocs/css/Custom and cp over the customer.css file make changes to it but it has no effect. In looking at the source of the customer login page I see that it is still using the css/Standard directory. I have changed the defaultTheme to Custom and I get my changes that I have made in the Kernel/Output/HTML/Custom directory. What should I set to make the css stuff come from my Custom directory?      <html> <head> <link rel="shortcut icon" href="/otrs-web/images/Standard/product.ico" type="image/ico"/> <link href="/otrs-web/css/Standard/customer.css" rel="stylesheet" type="text/css"> Thanks for your consideration, -- 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

Working time
by Alejandra Piedra 03 Jun '10

03 Jun '10

Hey there! I just have one question. What does the line of code StopTime => $Self->SystemTime() stand for. I mean I need to know what value does the stoptime has. WorkingTime() get the working time in secondes between this times my $WorkingTime = $TimeObject->WorkingTime( StartTime => $Created, StopTime => $Self->SystemTime(), ); Thanks! 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

R: Re: Problems with rich text editor
by Marco Vannini 03 Jun '10

03 Jun '10

It could be a kinda Ford caching prbl. Did u otrs topo clean your browser first? Il giorno 03/giu/2010 18:59, "Alejandra Piedra" <Alejandra.Piedra(a)iica.int> ha scritto: Oh I forgot to say that this is happening if I use it with firefox. If I log in using IE it works. Strangest thing, one would think that firefox wouldn’t have such problems. Anyway, can anyone help me? Thanks María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 ... *De:* Alejandra Piedra *Enviado el:* Jueves, 03 de Junio de 2010 10:41 a.m. *Para:* User questions and discussions about OTRS. *Asunto:* Problems with rich text editor Hi everyone! I’m having some problems with the rich text editor. Today when I logged it jus... --------------------------------------------------------------------- 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 4

Re: [otrs] otrs Digest, Vol 21, Issue 15
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

1 0

Re: [otrs] otrs Digest, Vol 21, Issue 14
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

2 1

Re: [otrs] Problems with rich text editor
by Alejandra Piedra 03 Jun '10

03 Jun '10

Oh I forgot to say that this is happening if I use it with firefox. If I log in using IE it works. Strangest thing, one would think that firefox wouldn't have such problems. Anyway, can anyone help me? Thanks María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int> De: Alejandra Piedra Enviado el: Jueves, 03 de Junio de 2010 10:41 a.m. Para: User questions and discussions about OTRS. Asunto: Problems with rich text editor Hi everyone! I'm having some problems with the rich text editor. Today when I logged it just didn't appear. In the text section of the new ticket it just was blank. So I went and turn it off in the Sysconfig, went back to the ticket and the text area appeared. I thought that if I went and turned it on again it would come back again but it didn't. This has happened to me before, but it solved itself like it was magic. Can anyone tell me if it happened to someone else, and how can I solve it. Thanks and regards 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

Customizing Subject Line of the Ticket
by ROOPESH BOYAPATI 03 Jun '10

03 Jun '10

My objective is to change the subject line of the ticket to the customer ID. Explanation: When a customer logs in and creates a ticket, the subject line of that ticket should be the customerID of the customer who is creating the ticket. Is there a way we could do this through the web interface or does it require editing the source code, if so which of the file(s) needs to be edited. Thanks in advance. -- Roopesh

1 0

Problems with rich text editor
by Alejandra Piedra 03 Jun '10

03 Jun '10

Hi everyone! I'm having some problems with the rich text editor. Today when I logged it just didn't appear. In the text section of the new ticket it just was blank. So I went and turn it off in the Sysconfig, went back to the ticket and the text area appeared. I thought that if I went and turned it on again it would come back again but it didn't. This has happened to me before, but it solved itself like it was magic. Can anyone tell me if it happened to someone else, and how can I solve it. Thanks and regards 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

Re: [otrs] otrs Digest, Vol 21, Issue 13
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

1 0

Re: [otrs] report of time per agent // outside reporting
by Alejandra Piedra 03 Jun '10

03 Jun '10

Hi Atanas I just have one question regarding a certain section of your code, which I've already seen in the other Static stat from OTRS. What does this do? # get current time my ($s, $m, $h, $D, $M, $Y); my ($Ymin, $Ymax, $Select, %Agents, @row); ($s, $m, $h, $D, $M, $Y) = $Self->{TimeObject}->SystemTime2Date( SystemTime => $Self->{TimeObject}->SystemTime(), ); # get one month before if ($M == 1) { $M = 12; $Y = $Y - 1; } else { $M = $M -1; } Thanks and regards María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

2 2

OTRS ACL - Relating Ticket Types with Services
by Murilo Moreira de Oliveira 03 Jun '10

03 Jun '10

Hello folks! I'm evaluating OTRS and I'd like to know if it is possible to present different services for my clients depending on the ticket type selected on customer frontend (customer.pl). I've already worked on an ACL that relates Queues and Services, but I don't know what is the syntax to match ticket types. Remember that I want an ACL that applies on tickets not yet created (the ACL must work when tickets are been created). Follow the code I've tried to use, unsuccessfully. $Self->{TicketAcl}->{'ACL-RelationTypeService1'} = { # match properties Properties => { Frontend => { Action => ['AgentTicketPhone', 'AgentTicketEmail', 'CustomerTicketMessage'], }, Type=> { Name => ['Incident'], }, # I tried the options bellow too and nothing happens! # Ticket => { # Type => ['Incident'], # }, # TicketType => { # Name => ['Incident'], # }, }, # return possible options (white list) Possible => { Ticket => { Service => ['SAP System'], }, }, };

2 2

case worker/supportworker name field in dashboard
by Stian Antonsen 03 Jun '10

03 Jun '10

Hi, I was wondering if it is possible to add case worker name field in dashboard view(easier to see who is working on a case) Best regards Stian antonsen

1 0

Re: [otrs] otrs Digest, Vol 21, Issue 12
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

1 0

how to set up a default queue
by Silver springs 03 Jun '10

03 Jun '10

Hi All. How do I make a single queue to a default queue in the customer portal of OTRS ? When a customer logs in , they should see one and only that queue. Winter.

2 1

Re: [otrs] otrs Digest, Vol 21, Issue 11
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

1 0

httpd.exe goes haywire
by Sune T. Tougaard 03 Jun '10

03 Jun '10

Hi list. I'm running 2.4.7 on a windows platform (2008r2). Every now and then (5-10 times a day), a httpd.exe process goes haywire bringing all other processes to a halt. I see the apache log files filling up with thousands and thousands of lines like these: [Thu Jun 3 02:09:37 2010] -e: Malformed UTF-8 character (UTF-16 surrogate 0xda2b) in substitution (s///) at C:/Apps/otrs//Kernel/Output/HTML/OutputFilterTextURL.pm line 46. [Thu Jun 3 02:09:37 2010] -e: Malformed UTF-8 character (UTF-16 surrogate 0xda2b) in substitution (s///) at C:/Apps/otrs//Kernel/Output/HTML/OutputFilterTextURL.pm line 46. The file is not always the same. /Kernel/Output/HTML/Layout.pm line 1805. /Kernel/Modules/AgentTicketAttachment.pm line 173. /Kernel/System/HTMLUtils.pm line 779. This is a newly upgraded system running without other issues. I'm not sure what to look for or at. Any ideas? Thanks. -- /Sune T.

1 0

Change the "type" field
by Anders.Bakke＠hibu.no 03 Jun '10

03 Jun '10

Hi :) We want to change the name of the "type" field when customers register a new ticket. Is it possible to name this field something else than "type"? And if yes.. How? Vennlig hilsen / Kind regards Anders Bakke [cid:image001.png@01CB02FD.D54EE510] It Konsulent / It consultant IT Drammen / IT Drammen ________________________________ Postboks 7053 N-3007 Drammen Anders.Bakke(a)hibu.no<mailto:Anders.Bakke@hibu.no%20> www.hibu.no<mailto:www.hibu.no%20> Dir. Mob. Tel. Fax. +47 32 20 64 99 +47 97 57 36 11 +47 32 20 64 00 +47 32 20 64 10

2 1

Re: [otrs] otrs Digest, Vol 21, Issue 10
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

1 0

Search providers in Internet Explorer
by Sune T. Tougaard 03 Jun '10

03 Jun '10

Hi list, Using Internet Explorer, seem to have a problem with the search providers in otrs 2.4.7. If using Firefox, they work just fine. Trying to use them from IE gives an error message: "Internet Explorer could not search using this search provider. There was a problem with the search providers information." Any known workarounds? Thanks. -- /Sune T.

1 0

how can make "service" work
by Mike Lu 陆颖 (6186) 03 Jun '10

03 Jun '10

Hi, I add a new Service and a SLA in the OTRS. But I cannot see “my-new-added” service from the dropdown menu “service” When I create a new ticket. How to configure it after I add a new service? Mike

2 2

Re: [otrs] otrs Digest, Vol 21, Issue 9
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

1 0

OTRS ITSM 2.0 Change management customization
by Eric M. Carroll 03 Jun '10

03 Jun '10

I just used the new change management module to manage my first large scale change. I am a happy user. Excellent job OTRS! Now, of course, I want to be able to customize it similar to the FreeText concept on tickets. Specifically I want to: 1. have a Change Process Type (e.g. Service Transition, Service Operations, Deployment, Security etc) related to ITIL processes. 2. set the Change to have this type to reflect the process that initiated the change. 3. show the Change Process Type on the Change Overview. 4. be able to search on the Change Type I have been working my way through SysConfig but have not yet found anything relevant. I haven't looked at the code yet... The only thought I had was to overload Category, but it is involved in priority and I don't see any way to rename the Category names. Any suggestions? Regards, Eric Carroll

2 1

Re: [otrs] Stats by ticket state
by Alejandra Piedra 02 Jun '10

02 Jun '10

Hi Everyone! I found out that I can make my own stat with the Static-File feature. My only question is how do I configure it, so that once I put the file in the //Kernel/System/Stats/Static directory, first it shows in the stats module, and secondly it doesn't give me the following error: Can't locate object method "new" via package "Kernel::System::Stats::Static::StateAccounttime" (perhaps you forgot to load "Kernel::System::Stats::Static::StateAccounttime"?) at ../..//Kernel/System/Stats.pm Please I need your help. Thanks and regards María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int> De: Alejandra Piedra Enviado el: Jueves, 27 de Mayo de 2010 10:23 a.m. Para: User questions and discussions about OTRS. Asunto: Stats by ticket state Hello! I'm trying out the new stats and I want to know if there is a way to create that account time between state changes. For example, I need to know how much time has passed from the moment the ticket is in new state to the moment it's changed to open. I know the stats use the escalations and all this attributes, but my boss is asking me for this type of stats. Thanks for all the help María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

3 4

translation of Change Management notifications
by Leonardo Certuche 02 Jun '10

02 Jun '10

Hello people, If I go to Admin > [ Notification (ITSM Change Management) ] I can translate the name and comment but I cannot translate the body of each notification. Is it possible to translate them? How? Thanks in advance, Leonardo Certuche www.itconsultores.com.co

2 2

Statistic extensions (considering TimeWorkingHours)
by Alejandra Piedra 02 Jun '10

02 Jun '10

Hey there! I've searched for the files State_Changes.pm and State_Changes_Specific.pm here in the list, but I can't find them. Can anyone attach them or e-mail them to me? I'm extremely interested in this because I need this exact requirement. Thanks and regards 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

Package Manager issue
by . . 02 Jun '10

02 Jun '10

Hi all, I get this error when i got to the Package Manager section: Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.pl !!! I have installed otrs on a ubuntu 10.04 default LAMP and Email installation. root@nagios:~# /usr/share/otrs/bin/SetPermissions.pl /usr/share/otrs/ bin/SetPermissions.pl <1.10.2.1> - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ Setting permissions on /usr/share/otrs/ Setting permissions on /usr/share/otrs//var Setting permissions on /usr/share/otrs//bin/* Setting permissions on /usr/share/otrs//scripts/*.pl Setting permissions on Kernel/Config.pm Setting owner rw and group ro permissions on /usr/share/otrs// root@nagios:~# ls -l /usr/share/otrs/ total 20 drwxrwxr-x 4 otrs nogroup 4096 2010-06-02 12:40 bin drwxrwxr-x 7 otrs nogroup 4096 2010-06-02 12:40 Kernel -rw-rw-r-- 1 otrs nogroup 6863 2010-02-07 23:30 maintainance.html.dist lrwxrwxrwx 1 root root 20 2010-06-02 12:40 RELEASE -> ../doc/otrs2/RELEASE drwxrwxr-x 6 otrs nogroup 4096 2010-06-02 12:40 scripts lrwxrwxrwx 1 root root 13 2010-06-02 12:40 var -> /var/lib/otrs root@nagios:~# Can anyone help me? Thanks, Ed.

2 1

how to enable auto-response for ticket close?
by Mika Chu 02 Jun '10

02 Jun '10

Hi everyone! I installed otrs 2.4.7 on FreeBSD, it is working, there is email response for new ticket, but there is nothing for closing it. How can I enable it? Thanks! -- --- Mika Chu

5 12

Tickets not getting created
by Siva Prasad 02 Jun '10

02 Jun '10

Hi all, I'm into an Issue where My Postmaster account configured in downloading all the emails and the tickets are not getting created. What is the cause for this issue.I'm sure that OTRS is fetching the emails from my account and downloading all my emails into it but tickets are not getting created. Thanks Siva Prasad

1 0

Notification on internal Note
by Max Bidlingmaier 02 Jun '10

02 Jun '10

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I configured Postmasterfilter to change any mail with origin @mydomain to type note-internal and sendertype agent. This works fine. No I want to have notifications send on such messages to anyone on the queue. How could this be accomplished? Thank you Max - -- ________________________ Max Bidlingmaier IT-Administration e.sigma Technology AG Ehrenbergstraße 11 98693 Ilmenau / Germany Tel.: +49 (0) 3677 668 230 Fax.: +49 (0) 3677 668 2333 e.sigma Technology AG, Ehrenbergstr. 11, 98693 Ilmenau Vorstand / General Manager: Detlef Mämpel Vors. d. AR / Supervisory Board Chairman: Joseph Müllner Registergericht / Trade Registry : Amtsgericht Jena HRB 500 638 Geschäftssitz / Business Location: Ilmenau Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.14 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJMBeJNAAoJEArKo5koqhKwHo4IAJbJIq4A7uDPB5nhAQlD3i0K zh3MRRGLdU5f7E1b/6RhLG9GpqUEQ/SVtveizxnXuaMgvNiqC/8jdIdVcHd/11LW aEO8Fq1O2uRr9DBgggW0HqRk4x4fsiWFNK9dpaLNVF0joNg2UiX1txJAT8kQcX0H LocfO1HOz3vYJWz0BcTFKz8+qcE0+9h6N7WSeANdfyhXJDK4Mr0oaLfOwPEVuZFq c6JHCqpipN49A25MMtls64dp2mLrMsBp7OGyxQZzpDmoQpgVpr683kaPvLNbtxiY sCrzifxXTEJ7JyXAamQqHzTiqN3DYv634RGBsvnU4v0VDO4+gWaRTirUR9aoA7Y= =SpM1 -----END PGP SIGNATURE-----

1 0

Changing directory layout in ArticleStorageFS
by Alejandra Piedra 01 Jun '10

01 Jun '10

Hi All! I'm kind of confused with the structure of folders that this feature has. For example, if I attach a file in a ticket, it creates the following folders: · Year o Month § Day · Folder# I would assume that the Folder# would be the ticket number so it's easy to track while surfing through the directory, but instead it creates a folder with a consecutive number, and worst of all, it creates a folder for each attachment I submit in the ticket. Is there a way to just throw every attachment to a single folder and that that folder has de ticket # I understand that maybe this means changing code in the ArticleStorageFS file, but I can do it, just show me how. Thanks and regards Maria Alejandra Piedra

4 9

Customer Users: Can we keep all data in OTRS database, but still authenticate against LDAP?
by Stanford P. 01 Jun '10

01 Jun '10

We’re evaluating OTRS at present, and are looking to get LDAP authentication working. We’ve succeeded in getting Users (agents) authenticating against our LDAP server (eDir) but haven’t yet got Customer authentication working against this directory – we want our Customers to be able to login to the Customer web page with their eDir uids and passwords. Before we get too deeply into the mysteries of configuring this setup, can I just check one fundamental point - In our case, in order to provision each Customer record, we will need to be getting the fields from a number of different sources – our own MySQL tables, queries on a different LDAP server etc. It is probably going to be easier for us to assemble this data for each customer, and directly update the OTRS database ‘customer_user’ table, than it is for us to write the fields into our eDir schema and then synchronise this with OTRS’s tables. Given that we have a full Customer record in the customer_user table, is it possible for OTRS just to use LDAP for the purpose of customer authentication only, without us having to modify our eDir entries at all? This isn’t clear to me from the documentation. Also, if we have Customer data in ‘customer_user’ and are just using LDAP for Customer (and User/Agent) authentication, will we be able to edit individual users via the OTRS web interface? I assume there would be no reason why we couldn’t also edit the ‘customer_user’ table directly if we preferred. This SEEMS to be the way things are working with our User/Agent LDAP authentication - I can see and edit agent details in the OTRS web interface, but any changes to password I put in there are ignored, and agents are correctly authenticated against my eDir login. Is this how it should work for customer users too, once we’ve sorted out the LDAP setup? I’d be grateful for any clarification on this point. Regards Phil Stanford

2 2

new case auto assigned to supportworker/performance
by Stian Antonsen 01 Jun '10

01 Jun '10

Hi, I was wondering if it possible to add a new case and not assign it to anyone just add it to a folder? If I add a new case without assigning the case to anyone then the case is automaticly assigned to the one that adds it. We are also experiencing slow performance on the new version of otrs and I was wondering if it is possible to tune it or something? Best regards Stian antonsen

1 0

Re: [otrs] Customer with multiple email addresses
by Sarper SARIDAL 01 Jun '10

01 Jun '10

I'm not really sure how you do it over otrs but there is usually a workaround. If you are using exchange server ; Probably you may have defined multiple smtp addresses , if not try adding the smtp nuno.miguel.neves(a)pkf.pt to the account that has nneves(a)pkf.pt as smtp as default as a secondary smtp address. or You can create another account without an e-mail address disabled then right click on the account associate it with an external mail account select your disabled created account. then define the nuno.miquel.neves(a)pfk.pt there and forward all mails to nneves(a)pkf.pt. The above examples looks like you are changing the way your accounts work. But if you can't find another way. It may probably help. How i do is ; All incidents are in a pool queue and customers assign the incidents from there and move the tickets to their own queue. That way a user can even send an email to otrsmailer(a)pkf.pt (i defined it under imap accounts and it checks and fetches mails and create an automatic ticket and move it to the pool queue. I just wrote the above sentence if someone is looking for such a solution also. Hope it helps. If not , you can add my msn : sarper(a)saridal.com i'll be glad if i can help to figure out the issue. Regards, Sarper On Mon, May 31, 2010 at 6:08 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/ >

1 0

OTRS Change Management Process.
by Siva Prasad 31 May '10

31 May '10

Hi All, Can anyone please let me know How can I create new Change and approve it. I created work orders of type approval but I'm unable to approve the ticket. How can I assign a change initiator to the change created. Thanks Siva Prasad

3 4

Customer with multiple email addresses
by Nuno Miguel da Cruz Neves 31 May '10

31 May '10

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? Ill 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: <mailto:nuno.miguel.neves@pkf.pt> nuno.miguel.neves(a)pkf.pt l <http://www.pkf.pt/> 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.

1 0

OTRS 2.4.7 IMAP issues
by Siva Prasad 31 May '10

31 May '10

Hi All, I'm into an issue with OTRS 2.4.7, I had configured my POP3 account in OTRS Postmaster as IMAP and when OTRS fetches the emails the emails are getting download locally and the mail is getting deleted from the inbox ...is this a bug IN OTRS or I need to change some settings[I havent found any setting to overcome this issue] Thanks Siva Prasad

5 13

Next State to Note
by Annika Liikanen 31 May '10

31 May '10

Hi! Is it possible to add Next State box to Ticket Note? -Annika- -- Annika Liikanen System Specialist ONH Service Oy +358 40 511 8658 +0207 569 460 www.onh.fi

4 7

OTRS Change Management WorkOrders
by Siva Prasad 31 May '10

31 May '10

Hi All, I created a test change and added work orders to it ...from the Document http://doc.otrs.org/itsm/2.0/en/html/x1213.html I see they are colors for the work order depending on the state's. But I'm unable to see any colors in the work order I create is there any thing I need to change? Thanks Siva Prasad

1 0

Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb
by Sune T. Tougaard 31 May '10

31 May '10

Hi again, Well, a week and a weekend more with only the upgraded installation doesn't seem to bulk-delete as mentioned below. Can anyone then confirm (or deny) that the bulk-deleting in the log is supposed to happen after switching ArticleSearchIndex and IndexAccelerator to "StaticDB"? -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. maj 2010 08:22 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb I will try doing the upgrade without touching the ArticleSearchIndex and IndexAccelerator settings for now. Hopefully that can give me a clue to where the problem is. Thanks. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. maj 2010 08:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb Thanks Nils, I'm running on a Windows install, so i can't follow it to the letter, but the database upgrade and migration scripts have certainly been executed. Also, I'm not sure whether running the migration script as the OTRS user really matters on a Windows installation. These have been run as Administrator one of the times and the otrs user the other. Thanks for any further input you can send my direction. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 26. maj 2010 03:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to staticdb Hi, On 25.05.2010, at 02:05, Sune T. Tougaard wrote: I've been doing some upgrade tests on our OTRS installation, currently running 2.2.4. After upgrade to 2.4.7, and running the "Support Assessment" I noticed that the ArticleSearchIndex and IndexAccelerator should be set to "StaticDB". I did, and rebuilt the indexes as mentioned in the documentation. However, after doing this, it appears that one of the cron jobs starts to bulk-delete a lot of tickets in the database. Since this is an upgrade and I'm trying to cover my behind, I'm a bit unsure whether it's a problem with the existing generic agents for example, or if it's supposed to behave like that after switching to "StaticDB". Late last week, I did another test-upgrade and the log file have grown to 11mb over the weekend. Some of the entries that I'm worried about looks like this: [Mon May 24 05:44:39 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2081000/80575). There are many many entries like this with different ticket IDs of course. I do have a few generic agents that does some delete actions, but certainly not to fill the log to 11mb. Also, SQL'ing my way in the original installation to the tickets being deleted, shows that the tickets are definitely not among those I'd like the generic agents to handle. Later in the log a substantial amount of these shows up: [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (85224)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::HistoryAdd][6265] Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Mon May 24 05:57:22 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2085527/83884). Also with different ticket IDs. Can anyone shed some light on this? I've postponed my update twice, because I started seeing this behavior and I'd really like to get 2.4.7 rolling, as there are many improvements we'd like to get our hands on. If you say this is normal after switching to StaticDB after having used RunTimeDB for quite a while, I can calm a bit down and go forward. Thanks a lot for your input. Did you follow strictly the UPGRADE processes as written in the file UPGRADE ? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> nils.leideck(a)otrs.com <mailto:nils.leideck@otrs.com> <http://webint.cryptonode.de> http://webint.cryptonode.de / a Fractal project

2 1

No 'Server' or 'Socket' specified
by Siva Prasad 31 May '10

31 May '10

Hi All, I'm getting the below error after configuring webmail in my preferences..Can some one help me out in resolving the issue. Software error: No 'Server' or 'Socket' specified at C:/PROGRA~1/OTRS/OTRS/Kernel/cpan-lib/Mail/IMAPTalk.pm line 455. For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. Thanks Siva Prasad

1 0

folders default when logging in
by Stian Antonsen 31 May '10

31 May '10

Hi, I was wondering if it is possible to change to folder view when you log on in otrs as default instead of dashboard view M.V.H Stian-Andre Antonsen IKT-Konsulent Høgskolen i Harstad Tlf: 77058177 Mob: 95041223

2 1

Connect Services to Customer Company
by Anders.Bakke＠hibu.no 31 May '10

31 May '10

Hi I got a lot of "services" I want to link to "Customer Company". How do you do that? Vennlig hilsen / Kind regards Anders Bakke [cid:image001.png@01CB00A0.65786EF0] It Konsulent / It consultant IT Drammen / IT Drammen ________________________________ Postboks 7053 N-3007 Drammen Anders.Bakke(a)hibu.no<mailto:Anders.Bakke@hibu.no%20> www.hibu.no<mailto:www.hibu.no%20> Dir. Mob. Tel. Fax. +47 32 20 64 99 +47 97 57 36 11 +47 32 20 64 00 +47 32 20 64 10

2 1

How to restrict customer users to a single queue through customer portal
by Silver springs 31 May '10

31 May '10

Hi , Could anyone please help in the following issue ? I need to have customer users of the same company to have access to only one queue through the customer interface. I have tried the following steps but could not make it work . I know Im almost there but am missing something in the process. Steps : 1. Created a group for the customer users of the company. 2. Then created a queue and selected the newly created group for this queue. 3. Created a new customer user . 4. Newly created customer user is displayed in Customer User<>Groups. 5. In Customer User<> Group, selected the newly created user and gave permissions (RO, RW) to only the newly created group. ( Also selected group and enabled permissions to that newly created customer ). 6. Now logged into customer portal with the newly created customer credentials and when I tried to create a ticket, in 'To' drop down box, I see all the queues of my system where I shud only see that particular queue to which the group is assigned to. I need to restrict the customers to see only a single queue and not other queue's. Please help ! Thanks WInter

3 2

Handling Customers w/ multiple emails...?
by Mike Morris 30 May '10

30 May '10

We've been using email addresses as customer IDs, which frequently leads to duplicate CustomerIDs for the same person if they have multiple email addresses. I see that this is a common issue, with a "bug" report filed: http://bugs.otrs.org/show_bug.cgi?id=3770 The bug includes a comment that: "a 'dirty' solution could be to store the userid and e-mail address in a new database and have the postmaster search field use that table. This is of course not optimal. " I'm willing to live with a sub-optimal solution, but I have no idea what this comments means :-) Can anyone elaborate? Thanks, Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Quote: I have never been so well pleased, as when I could shift power from my own, on[to] the sholders of others; nor have I ever been able to conceive how any rational being could propose happiness to himself from the exercise of power over others. - Thomas Jefferson, January 26, 1811, letter to Monsieur Destutt de Tracy ------------------------------------

2 1

How to configure webmail in OTRS
by Siva Prasad 30 May '10

30 May '10

hi , I have OTRS 2.4.7 please let me know how can i configure webmail on OTRS. Thanks Siva Prasad

2 1

Attachments in OTRS
by ravi shanker 30 May '10

30 May '10

Hi, Need help on attachmentsusing soap api.any example in any langauge would help. Regards Ravi Shankar

1 0

newbe questions: Sort Tickets / Ticket Navigation, Change the Ticket Status, Search for forgotten Tickets, Color Schemes
by mb 29 May '10

29 May '10

Hi all, I am an otrs newbie evaluating it for about a month. Researching the online documentation doesn't answer the following questions: - What's the search order within the dash board / the ticket search page / the list of blocked tickets. Is there any way to change it (just by a click)? - I am linking tickets like a tree (parent / child). Is there any way to show all tickets linked to a specific root ticket / to display graphically the tree? - I found a way to move a ticket from "new" to "open" just by blocking / unblocking it, that's ok. What actions are necessary to move a ticket from "waiting" back to "open" - Is there any filter to see all unblocked tickets, i.e. "forgotten" tickets? - The color scheme for the ticket search page: The inverse headline isn't an eye catcher really, it's always the last line I am recognizing ... What other color scheme are available? Thanks for now mb I am using otrs 2.4.7 on a linux server

1 0

ITSM configuration and best practices
by Jason B. Loven 29 May '10

29 May '10

So we've been using OTRS for several years for our ticketing system. It's been working very well for us and thank you to all the hard work by the developers! Is there a good resource for learning how to get started in setting up ITSM in general? I've read through the OTRS docs and have it installed but now I'm trying to determine how best to implement it as far as setting up the service catalog and various other components. 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 7

Problem creating ticket
by Nuno Miguel da Cruz Neves 28 May '10

28 May '10

Hello. I am installing a new OTRS machine, and for one user, the ticket request via web works as expected, but for another one, when he tries to create a new ticket (with the same exact type, To, Service and SLA), it gives an error "Can't get ArticleID from INSERT". The ticket, however, is created, but no email is sent. Both users belong to the same group and have access to the same services. Can anyone point out a solution? Thank you, Nuno

1 0

Additional Dropdowns on Customer Interface
by Louis Becker 28 May '10

28 May '10

Dear All We would like to employ OTRS as an internal ticketing system for a telecoms network. For statistical purposes we would like to post tickets against specifics sites (locations with equipment). Is it possible (or can it easily be done) to add additional drop downs lists on the customer interface with location IDs? If possible, how? 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.

6 14

Errors using Oracle database
by Jeff Travers 28 May '10

28 May '10

We are trying to implement OTRS using an Oracle 10g database. We're using IIS and Perl Activestate in our environment. I'm encountering several errors with the install. I've created several agents and cannot authenticate. I receive an error message stating that the account doesn't exist or is invalid. I can only seem to authenticate as the root account. If I switch to a MySQL database then the issues appear to be resolved. Also, each time I login as root (to the dashboard screen) I see the following errors generated in the OTRS error log: [Error][Kernel::System::Ticket::TicketSearch][4761] ORA-01861: literal does not match format string (DBD ERROR: error possibly near <*> indicator at char 206 in 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND st.id = th.ticket_id AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time <= <*>'2010-05-27 23:59:59' AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time >= '2010-05-27 00:00:00''), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND st.id = th.ticket_id AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time <= '2010-05-27 23:59:59' AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time >= '2010-05-27 00:00:00'' [Thu May 27 13:01:12 2010][Error][Kernel::Output::HTML::LayoutAJAX::JSONQuote][212] Need Data! Thanks, Jeff

2 1

Calendar changes not sticking
by Jason B. Loven 28 May '10

28 May '10

Good afternoon, When I make a change to the Calendar working hours for Calendar 1 and hit apply the screen refreshes like it did something but the working hours are back to the original settings. Anyone have any suggestions? 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

Enabling Service Dropdown
by Anders.Bakke＠hibu.no 28 May '10

28 May '10

Hi I got 2 questions: 1 - We have made a lot of services, but none is showing at the drop down list when you create a new ticket. How do you enable them? 2 - When they're enabled... Is it possible to link them to Customers/Queue? ... Making it possible that different Customers or queue get access to different Services/SLA's... Vennlig hilsen / Kind regards Anders Bakke [cid:image001.png@01CAFDAD.227C9540] It Konsulent / It consultant IT Drammen / IT Drammen ________________________________ Postboks 7053 N-3007 Drammen Anders.Bakke(a)hibu.no<mailto:Anders.Bakke@hibu.no%20> www.hibu.no<mailto:www.hibu.no%20> Dir. Mob. Tel. Fax. +47 32 20 64 99 +47 97 57 36 11 +47 32 20 64 00 +47 32 20 64 10

3 2

Service selection usability
by Ruslan 27 May '10

27 May '10

Hi every one. Any one tryed to improve usability of service selection? here is my issue: When agent creating ticket via phone (mail) After setting t customer? agent can set service assigned to customer. In my department we have more tha 250 service, so process of selection became very annoying. Agent need to scroll drop box with over than 250 services and sub-services, and find correct one. Is there any possibility to improve it? e.g. On step 1 we can select only "Level 1" services. When it done we can select sub-services etc. -- Best regards & bla bla bla.... ©

1 0

Stats by ticket state
by Alejandra Piedra 27 May '10

27 May '10

Hello! I'm trying out the new stats and I want to know if there is a way to create that account time between state changes. For example, I need to know how much time has passed from the moment the ticket is in new state to the moment it's changed to open. I know the stats use the escalations and all this attributes, but my boss is asking me for this type of stats. Thanks for all the help 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

cannot access [Customer Users <-> Groups ]
by Mothusi MAKATI 27 May '10

27 May '10

When I try to access the link [Customer Users <-> Groups ] I get the following error CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care! What do I need to change in the config.pm file to be able to use this feature? Thanks Mothusi The contents of this communication, which may contain one or more attachments, is strictly confidential and legally privileged, and is intended for the use of the named recipient(s). Any review, retransmission, dissemination, copying, disclosure or other use of, or taking an action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this message in error, please notify the sender immediately by return email and delete/destroy the message. Any views expressed in this e-mail are those of the individual sender and no liability will attach to Orange Botswana (Pty) Ltd. Please note that the recipient must scan this email and any attached files for viruses and the like.

2 1

New blog post on OTRS3 Customer Interface
by Michiel Beijen 27 May '10

27 May '10

Hi, I'd like to point out that we have brand new blogs at http://blog.otrs.org where you'll be able to find new posts on the topic of OTRS on a regular basis. The first post I've put up there is a post describing the new look of the OTRS3 customer interface: http://blog.otrs.org/2010/05/27/otrs-3-customer-interface/ In the upcoming weeks, you can expect to see more blog posts on the work we did so far on upcoming OTRS 3, and also on other OTRS related topics of course. Please take a look, leave your comments, and subscribe yourself to the RSS feed to stay up-to-date! ((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

1 0

Default mysql user and password for windows install of 2.4.7?
by TechFan 27 May '10

27 May '10

I am trying to get phpmyadmin setup. I have the login screen, but I am not sure what settings to use for the database section. . .what are the default user and password for mysql when setup on windows? Thanks.

2 2

Article height in expanded AgentTicketZoom
by Arthur de Pauw 27 May '10

27 May '10

Hi list, Is there a way to set the amount of lines displayed in the expanded AgentTicketZoom display? I'm looking to increase the number of lines of _clear_ text that is displayed. I've found Ticket::Frontend::HTMLArticleHeightDefault: but it seems I need this parameter for clear text, as these get a scroll bar to the right side of the text. Thanks for any hints, Arthur

1 0

How to find tickets without a service assigned
by Arthur de Pauw 27 May '10

27 May '10

Hi list, Can someone help me finding tickets that have no service assigned? I'd need a "negate search" or something like that. If it's done using a URL, I'm happy as well. I think I saw a query regarding something like this before, but I can't find it. Thanks for any help! Regards, Arthur

2 2

Bulk accounting problem
by Ton Kersten 27 May '10

27 May '10

Hello all, Some time ago I asked about selecting a ticket within a bulk action, to make sure our accounting reports are correct. I hoped for an answer, but maybe nobody knows the answer. I browsed all database tables but could not find any way to select the group of tickets that's closed as one bulk action, so I made a patch to achieve what I want. What I want is: When more than one ticket is closed with a bulk action and time is allotted to this ticket group, only one ticket should get the accounted time. To make sure current installations don't break with this patch I created an extra configuration option to achieve the desired effect. So, all tickets get a time unit of 0.00 except the first one. This one gets the time for the complete bulk action. This very simple patch is: (In the directory $OTRS/Kernel/Modules) --- AgentTicketBulk.pm 2010-05-27 12:57:54.000000000 +0200 +++ AgentTicketBulk.pm.org 2009-08-25 16:32:55.000000000 +0200 @@ -72,9 +72,6 @@ my $Output = $Self->{LayoutObject}->Header(); # process tickets - my $FirstTicket = 1; - my $CountOneTime = $Self->{'Ticket::Frontend::BulkFeatureCountOne'}; - for my $TicketID (@TicketIDs) { my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $TicketID ); @@ -243,9 +240,6 @@ # time units my $TimeUnits = $Self->{ParamObject}->GetParam( Param => 'TimeUnits' ); if ($TimeUnits) { - if ( ($CountOneTime == 1) && ($FirstTicket == 0) ) { - $TimeUnits = '0.00'; - } $Self->{TicketObject}->TicketAccountTime( TicketID => $TicketID, ArticleID => $ArticleID, @@ -253,7 +247,6 @@ UserID => $Self->{UserID}, ); } - $FirstTicket = 0; # merge to my $MergeToSelection = $Self->{ParamObject}->GetParam( And the configuration option $Self->{'Ticket::Frontend::BulkFeatureCountOne'} = 1; should be defined in Config.pm Maybe a good idea for a next version. Cheers, TonK

1 0

sending notification based on email at freetext
by boonyam 27 May '10

27 May '10

Hi all Each time of support case reporting, the reported user is different, sending open case notification /close case notification is important, hence, if I create a freetext field at "phone new" for user to maintain different email address, how to send the notification based on that email address ?

2 1

Bug? in Stats
by TechFan 26 May '10

26 May '10

I was trying to figure out stats more. . .I wish I could even find documentation on the different types of reports and the limitations of how they can be used. . .it seems that some of them only work with certain options even though they offer more. I was working with the TicketSolutionResponseTime type. It appears that it only measures response time on closed tickets. That makes sense for solution time, but not for response time?? Anyway, the bug is that when I choose Evaluation by: all the ones that have working hours. . .the report doesn't find the values, but still keeps placeholders and zeros. Basically, I chose 5, but then when I generate the report, it only puts the proper headings, but it puts 0 values in all the columns that shouldn't be there. . .so, the headings don't match at all. . . Anyway, it is a bug. . .

2 2

Stats Module Documentation??
by TechFan 26 May '10

26 May '10

I am trying to figure out how to create some reports, but the stats module is so powerful it is also very complex. I am trying to find some documentation that explains how it all works. . .is there any such thing??

5 12

OTRS setup
by Steve Clark 26 May '10

26 May '10

Hello all, I have installed OTRS 2.4.7 and have it functioning, but am perplexed on how to configure it for our environment. We have many customers that each have many sites. Example: Company A HQ. Company A site 1. Company A site 2. Company A site 3. ... Company A site 300. We want to keep tickets by each site but allow one user at Company A HQ to monitor all Tickets of Company A regardless of which site. As I understand it when we add to the customer_company table the customer_id must be unique, and when we add to the customer_user the customer_id must match a customer_company.customer_id. How can I setup a 1 customer_user to many customer_company entries, or do I need to look for a different TT system? 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

4 5

Controll $Env{"CGIHandle"} ?
by Tore Lønøy 26 May '10

26 May '10

Hi, Currently hosting an OTRS behind a proxy. We have a ProxyPass directive on the proxy which forwards requests to http://otrs-server-ip/otrs/ But, this creates an problem when it comes to forms in OTRS, since form action url will be /otrs/__scriptname__. But, I want it to be __scriptname__. This URL is generated in Layout.pm like this: $Self->{CGIHandle} = $ENV{SCRIPT_NAME} || 'No-$ENV{"SCRIPT_NAME"}'; What I did to solve this problem, is removing /otrs/ in beginning of every string. So after the above line, I've added this: $Self->{CGIHandle} =~ s/^\/otrs\///; On my system the $Env variable $0 returns the full path, so I cannot use that, and adding modules to extract the scriptname would complicate things. Is there a smarter way? Best regards, Tore

1 0

create freetext field not as dropdown
by boonyam 26 May '10

26 May '10

Hi all Currently the freetext field is only allowed to create key fields as drop down, is there a way to create as a list field so that I could select multiple choices (instead of just selecting one choice) within a list when creating a phone ticket

2 2

Re: [otrs] OTRS Terms of use (Alexander Halle)
by Martignier, Philippe 26 May '10

26 May '10

Alexander, Thanks for your response, it seems so we can do what we want with OTRS :) I have nothing against giving our code. The only point is that I will not be the one who will develop that code and can not force him to do so (but I will propose) :) I wanted only to be sure that there is no problem if we customize the code in the way WE want and need. I put WE in capitals as this draft feature for example may not be to the taste of others. The developments will be made as much as possible OUTSIDE Otrs in order to be able to upgrade without being able to rewrite all code ... So I am still wondering if others could be interested by such modifications ... Cheers Philippe 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.

5 9

Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb
by Sune T. Tougaard 26 May '10

26 May '10

I will try doing the upgrade without touching the ArticleSearchIndex and IndexAccelerator settings for now. Hopefully that can give me a clue to where the problem is. Thanks. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. maj 2010 08:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb Thanks Nils, I'm running on a Windows install, so i can't follow it to the letter, but the database upgrade and migration scripts have certainly been executed. Also, I'm not sure whether running the migration script as the OTRS user really matters on a Windows installation. These have been run as Administrator one of the times and the otrs user the other. Thanks for any further input you can send my direction. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 26. maj 2010 03:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to staticdb Hi, On 25.05.2010, at 02:05, Sune T. Tougaard wrote: I've been doing some upgrade tests on our OTRS installation, currently running 2.2.4. After upgrade to 2.4.7, and running the "Support Assessment" I noticed that the ArticleSearchIndex and IndexAccelerator should be set to "StaticDB". I did, and rebuilt the indexes as mentioned in the documentation. However, after doing this, it appears that one of the cron jobs starts to bulk-delete a lot of tickets in the database. Since this is an upgrade and I'm trying to cover my behind, I'm a bit unsure whether it's a problem with the existing generic agents for example, or if it's supposed to behave like that after switching to "StaticDB". Late last week, I did another test-upgrade and the log file have grown to 11mb over the weekend. Some of the entries that I'm worried about looks like this: [Mon May 24 05:44:39 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2081000/80575). There are many many entries like this with different ticket IDs of course. I do have a few generic agents that does some delete actions, but certainly not to fill the log to 11mb. Also, SQL'ing my way in the original installation to the tickets being deleted, shows that the tickets are definitely not among those I'd like the generic agents to handle. Later in the log a substantial amount of these shows up: [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (85224)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::HistoryAdd][6265] Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Mon May 24 05:57:22 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2085527/83884). Also with different ticket IDs. Can anyone shed some light on this? I've postponed my update twice, because I started seeing this behavior and I'd really like to get 2.4.7 rolling, as there are many improvements we'd like to get our hands on. If you say this is normal after switching to StaticDB after having used RunTimeDB for quite a while, I can calm a bit down and go forward. Thanks a lot for your input. Did you follow strictly the UPGRADE processes as written in the file UPGRADE ? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> nils.leideck(a)otrs.com <mailto:nils.leideck@otrs.com> <http://webint.cryptonode.de> http://webint.cryptonode.de / a Fractal project

1 0

Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb
by Sune T. Tougaard 26 May '10

26 May '10

Thanks Nils, I'm running on a Windows install, so i can't follow it to the letter, but the database upgrade and migration scripts have certainly been executed. Also, I'm not sure whether running the migration script as the OTRS user really matters on a Windows installation. These have been run as Administrator one of the times and the otrs user the other. Thanks for any further input you can send my direction. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 26. maj 2010 03:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to staticdb Hi, On 25.05.2010, at 02:05, Sune T. Tougaard wrote: I've been doing some upgrade tests on our OTRS installation, currently running 2.2.4. After upgrade to 2.4.7, and running the "Support Assessment" I noticed that the ArticleSearchIndex and IndexAccelerator should be set to "StaticDB". I did, and rebuilt the indexes as mentioned in the documentation. However, after doing this, it appears that one of the cron jobs starts to bulk-delete a lot of tickets in the database. Since this is an upgrade and I'm trying to cover my behind, I'm a bit unsure whether it's a problem with the existing generic agents for example, or if it's supposed to behave like that after switching to "StaticDB". Late last week, I did another test-upgrade and the log file have grown to 11mb over the weekend. Some of the entries that I'm worried about looks like this: [Mon May 24 05:44:39 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2081000/80575). There are many many entries like this with different ticket IDs of course. I do have a few generic agents that does some delete actions, but certainly not to fill the log to 11mb. Also, SQL'ing my way in the original installation to the tickets being deleted, shows that the tickets are definitely not among those I'd like the generic agents to handle. Later in the log a substantial amount of these shows up: [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (85224)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::HistoryAdd][6265] Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Mon May 24 05:57:22 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2085527/83884). Also with different ticket IDs. Can anyone shed some light on this? I've postponed my update twice, because I started seeing this behavior and I'd really like to get 2.4.7 rolling, as there are many improvements we'd like to get our hands on. If you say this is normal after switching to StaticDB after having used RunTimeDB for quite a while, I can calm a bit down and go forward. Thanks a lot for your input. Did you follow strictly the UPGRADE processes as written in the file UPGRADE ? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> nils.leideck(a)otrs.com <mailto:nils.leideck@otrs.com> <http://webint.cryptonode.de> http://webint.cryptonode.de / a Fractal project

1 0

Deleting tickets after switching from runtimedb to staticdb
by Sune T. Tougaard 26 May '10

26 May '10

Hi list, I've been doing some upgrade tests on our OTRS installation, currently running 2.2.4. After upgrade to 2.4.7, and running the "Support Assessment" I noticed that the ArticleSearchIndex and IndexAccelerator should be set to "StaticDB". I did, and rebuilt the indexes as mentioned in the documentation. However, after doing this, it appears that one of the cron jobs starts to bulk-delete a lot of tickets in the database. Since this is an upgrade and I'm trying to cover my behind, I'm a bit unsure whether it's a problem with the existing generic agents for example, or if it's supposed to behave like that after switching to "StaticDB". Late last week, I did another test-upgrade and the log file have grown to 11mb over the weekend. Some of the entries that I'm worried about looks like this: [Mon May 24 05:44:39 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2081000/80575). There are many many entries like this with different ticket IDs of course. I do have a few generic agents that does some delete actions, but certainly not to fill the log to 11mb. Also, SQL'ing my way in the original installation to the tickets being deleted, shows that the tickets are definitely not among those I'd like the generic agents to handle. Later in the log a substantial amount of these shows up: [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (85224)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::HistoryAdd][6265] Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Mon May 24 05:57:22 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2085527/83884). Also with different ticket IDs. Can anyone shed some light on this? I've postponed my update twice, because I started seeing this behavior and I'd really like to get 2.4.7 rolling, as there are many improvements we'd like to get our hands on. If you say this is normal after switching to StaticDB after having used RunTimeDB for quite a while, I can calm a bit down and go forward. Thanks a lot for your input. -- /Sune

2 1

Lost your password? Not working
by Armando Irazabal 25 May '10

25 May '10

When i attempt to get new password trough "Lost your password?" I place valid email address and I get a mail with a link to renew my password but when I click on the link I got an error message "There is no account with that login name" Any idea?

2 1

Zombie tickets all around..
by Sarper SARIDAL 25 May '10

25 May '10

Today , our day started with a very strange issue. We are using otrs 2.4.6 over 10 months. There has been no system update or change recently. All closed tickets are re-opened by a follow-up message with a new ticket id. and the creator is unknown. For example ; there are 15000 tickets closed upto date. Now otrs opens them as a new ticket with a follow up. Is there a place where i can check how this happened? We started to close them again since they are old tickets but they keep coming probably until otrs opens all closed tickets.. Is there a general tick somewhere or somehow tells the otrs to open all tickets like search all tickets , do a global action and re-open them? I don't think so. Any advice? Thanks & Regards, Sarper Down below is the technical report that has been generated by otrs. -- Technical Data -- * 14416 EXISTS * 49 RECENT Received: from otrs.yatpa.org ([192.168.64.32]) by IZMEX01.yatpa.org with Microsoft SMTPSVC(6.0.3790.3959); Sun, 23 May 2010 13:50:24 +0300 MIME-Version: 1.0 Subject: You got follow up! (You got follow up! (You [...]) [Ticket#2010050610000228] X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (2.4.5) Date: Sun, 23 May 2010 13:51:09 +0300 X-Loop: yes Message-ID: <1274611869.435302.299072266(a)otrs.yatpa.org> To: otrsadmin(a)alfemo.com.tr From: OTRS Notification Master <bim(a)alfemo.com.tr> Content-Type: multipart/alternative; boundary="----------=_1274611869-1972-396" Return-Path: <> X-OriginalArrivalTime: 23 May 2010 10:50:24.0402 (UTC) FILETIME=[BF71AF20:01CAFA65] This is a multi-part message in MIME format... ------------=_1274611869-1972-396 Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable Hi OTRS, you got a follow up! OTRS Notification Master <bim(a)alfemo.com.tr> wrote: <snip> > Hi OTRS, >=20=20 > you got a follow up! >=20=20 > OTRS Notification Master <bim(a)alfemo.com.tr> wrote: >=20=20 > <snip> > > Hi OTRS, > >=C2=A0=C2=A0 > >=C2=A0=C2=A0you got a follow up! > >=C2=A0=C2=A0 > >=C2=A0=C2=A0OTRS Notification Master <bim(a)alfemo.com.tr> wrote: > >=C2=A0=C2=A0 > >=C2=A0=C2=A0<snip> > >=C2=A0=C2=A0> Hi OTRS, > >=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0you got a follow up! > >=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0OTRS Notification Master <bim(a)alfemo.com.tr> w= rote: > >=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0<snip> > >=C2=A0=C2=A0>=C2=A0=C2=A0> Hi OTRS, > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0you got a follow up! > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0OTRS Notification Master <bim@alf= emo.com.tr> wrote: > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0 > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0<snip> > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0> Hi OTRS, > >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0 <snip> [1]http://otrs.yatpa.org/otrs/index.pl?Action=3DAgentZoom&TicketID=3D3719 Your OTRS Notification Master [1] http://otrs.yatpa.org/otrs/index.pl?Action=3DAgentZoom&TicketID=3D3= 719 ------------=_1274611869-1972-396 Content-Type: text/html; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable <html><head><meta http-equiv=3D"Content-Type" content=3D"text/html; charset= =3Dutf-8"/></head><body style=3D"font-family:Geneva,Helvetica,Arial,sans-se= rif; font-size: 12px;">Hi OTRS, you got a follow up! OTRS= Notification Master <bim(a)alfemo.com.tr <lt%3Bbim(a)alfemo.com.tr>> wrote: <snip>= <div type=3D"cite" style=3D"border:none;border-left:solid blue 1.5pt;= padding:0cm 0cm 0cm 4.0pt">Hi OTRS, you got a follow up! OTRS Notification Master <bim(a)alfemo.com.tr <lt%3Bbim(a)alfemo.com.tr>> wrote: <snip> > Hi OTRS, >   >  you got a follow up! >   >  OTRS Notification Master <bim(a)alfemo.com.tr<lt%3Bbim(a)alfemo.com.tr>> wrote:<b= r/> >   >  <snip> >  > Hi OTRS, >  >=C2=A0=C2=A0 >  >=C2=A0=C2=A0you got a follow up! >  >=C2=A0=C2=A0 >  >=C2=A0=C2=A0OTRS Notification Master <bim(a)alfemo.com<lt%3Bbim(a)alfemo.com> = .tr> wrote: >  >=C2=A0=C2=A0 >  >=C2=A0=C2=A0<snip> >  >=C2=A0=C2=A0> Hi OTRS, >  >=C2=A0=C2=A0>=C2=A0=C2=A0 >  >=C2=A0=C2=A0>=C2=A0=C2=A0you got a follow up! >  >=C2=A0=C2=A0>=C2=A0=C2=A0 >  >=C2=A0=C2=A0>=C2=A0=C2=A0OTRS Notification Master &l= t;bim(a)alfemo.com.tr <t%3Bbim(a)alfemo.com.tr>> wrote: >  >=C2=A0=C2=A0>=C2=A0=C2=A0 >  >=C2=A0=C2=A0>=C2=A0=C2=A0<snip> >  >=C2=A0=C2=A0>=C2=A0=C2=A0> Hi OTRS, >  >=C2=A0=C2=A0>=C2=A0=C2=A0>=C2=A0=C2=A0</div> = <snip> <a href=3D"http://otrs.yatpa.org/otrs/index.pl?Action= =3DAgentZoom&TicketID=3D3719" title=3D"http://otrs.yatpa.org/otrs/index= .pl?Action=3DAgentZoom&TicketID=3D3719">http://otrs.yatpa.org/otrs/inde= x.pl?Action=3DAgentZoom&TicketID=3D3719</a> Your OTRS Notifica=

2 1

Re: [otrs] OTRS Terms of use (Alexander Halle) (Alejandra Piedra)
by Martignier, Philippe 25 May '10

25 May '10

Hi Alejandra, The programmer is not here this week, I will look with him next week about this code giving. Nothing is finished now (still in "Proof of concept" mode), but it is already "working". He put a "manage" button on the article level (bottom right on the zoom view) and then it switch to a new screen (where everything is handled on a separate way). I know it has been quite hard to do as if you use the rich text editor (that is our case) you have to handle with two files (text file and html file), but he finally did it. I will tell you soon about this code. Thanks for your interest Philippe 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

modifying the FAQ search form?
by Gregory Heffron 24 May '10

24 May '10

I want to modify the text on the search form: http://shambhala.org/otrs/public.pl?Action=PublicFAQ&Subaction=Explorer&Cat… (top of the right column) I've looked through the .dtl files in otrs/Kernel/Output/HTML/Standard but can't find the one that builds it. I'd also like to modify this one: http://shambhala.org/otrs/public.pl?Action=PublicFAQ&Subaction=Search&Quick… Anyone know where the base files are located? Thanks for your help. I've been searching on and off for a month now! Best, Greg

2 1

Re: [otrs] Default sort order issues
by Steve Durbin 24 May '10

24 May '10

On 21.05.2010, at 08:44, Steve Durbin wrote: > OTRS 2.4.7 (and below) doesn't correctly sort tickets if multiple pages are shown. At Nils Leideck request bugged as #5386 Workaround added to bug as additional information. -- 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

ITSM error while upgrading OTRS 2.3 to 2.4
by Manuel Fernández Panzuela 24 May '10

24 May '10

Hello, I'm trying to migrate from version 2.3 to 2.4, but I have got problems with the ITSM package. My actual version is 2.3.5 with ITSM 1.2.3 I followed the instructions [1] but did not work, returned me the following error: Got no EncodeObject ! at ../ ..//Kernel/System/General Catalog.pm line 86 I would like to use ITSM 2.0, all new features are very useful, but i can't get a functional instalation. Thanks [1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=14&ItemID=345 Un saludo Manuel Fernández Panzuela

1 0

Find one ticket in a group of bulk tickets
by Ton Kersten 24 May '10

24 May '10

Hello all, For our customer accouting I'm trying to find all closed tickets in a certain time frame. I can do that, but when I do that I get accounting tickets for every ticket closed. Now I'm trying to find out how I can select only one accounting record for a group that's closed with a bulk action. I already have got: select * from time_accounting, article, ticket, queue where ( queue.name like 'CUST::%' or queue.name = 'CUST' ) and queue.id=ticket.queue_id and time_accounting.ticket_id=ticket.id and time_accounting.article_id=article.id and date(from_unixtime(article.incoming_time)) between '2010-05-01' and last_day('2010-05-01'); Does anyone have any idea how to determine which tickets are closed in a group? Thanks in advance. Cheers, TonK

1 0

Default sort order issues
by Steve Durbin 22 May '10

22 May '10

OTRS 2.4.7 (and below) doesn't correctly sort tickets if multiple pages are shown. To demonstrate this, pick a view showing more than one page of tickets and note that the 1st page is sorted by priority (Down) then Age (Up). Go to the next page and the default sort order of Age (Up) alone will take over. It's not possible to set the default sorting to an array in the interface, so a workaround fix is to always sort by Priority (Down) then Age (Up) when Age (Up) is selected, and by Priority (Down) then Age (Down) when Age (Down) is selected. It's probably not a workaround that should be mainstreamed as the behaviour isn't obvious! To do this, we have made the following patch (in unified diff format): --- Ticket.pm.old 2010-05-21 16:35:10.000000000 +0100 +++ Ticket.pm 2010-05-21 16:35:51.000000000 +0100 @@ -3663,6 +3663,18 @@ else { @SortByArray = ($SortBy); @OrderByArray = ($OrderBy); +#BCBCPATCH - Force default of age to be sorted by age within priority + if ($SortBy eq 'Age') { + if ($OrderBy eq 'Down') { + @OrderByArray = ('Down','Down'); + @SortByArray = ('Priority','Age'); + } + else { + @OrderByArray = ('Down','Up'); + @SortByArray = ('Priority','Age'); + } + } +#BCBCPATCHEND } for my $Count ( 0 .. $#SortByArray ) { if ( !$SortOptions{ $SortByArray[$Count] } ) { Hope this is helpful to others. -- 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

Reply by Email
by Scott Johnson 22 May '10

22 May '10

Hello: I'm fairly new to otrs, and I suppose this question has been asked before, but I'm not able to find an answer. What I want to do is to be able to reply to a ticket that is created by a customer from my mobile device, and have that reply forwarded to the customer. So, for example, Customer A sends an email to my otrs system. Otrs sends an auto-response, and also sends me a message saying there is a new ticket. I reply to the otrs system, and it's logged as a follow up, but the customer never sees the message. Is there any way to adjust the settings so that I can send replies to customers without having to use the web interface? Thanks, ~Scott

2 3

Declare all mail coming from @mycompany.com to agent/internal-mail
by Max Bidlingmaier 22 May '10

22 May '10

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I want to set any mailreply having a @mycompany.com mailaddress as Type email-internal, sendertype: agent. To do so, I declared a "Postmaster Filter" matching the addresspattern and setting the headerfields: X-OTRS-SenderType: agent X-OTRS-ArticleType: email-internal The result is: mail is handled as email-internal, syslog says Sendertype is set to agent but in the ticket history the article is shown as customer-article. What is wrong? I'm using OTRS 2.4.7 Thank you ion advance Max Bidlingmaier - -- ________________________ Max Bidlingmaier IT-Administration e.sigma Technology AG Ehrenbergstraße 11 98693 Ilmenau / Germany Tel.: +49 (0) 3677 668 230 Fax.: +49 (0) 3677 668 2333 e.sigma Technology AG, Ehrenbergstr. 11, 98693 Ilmenau Vorstand / General Manager: Detlef Mämpel Vors. d. AR / Supervisory Board Chairman: Joseph Müllner Registergericht / Trade Registry : Amtsgericht Jena HRB 500 638 Geschäftssitz / Business Location: Ilmenau Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.14 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJL9kOEAAoJEArKo5koqhKwI5gH/iqbRIXbV7sJQzhs+zrPkQ2p 08r2prWc7iQSMJd8PJpq56h2IDzNpol+Cus3oKkhI2RL7ldHHWuiTL0m9FJgSo6J bR+sJNlpXCymcdIj4fU8E6DF6Hpv99Ng08AI2A85QaoTSkJDQz+M9wnoqWcTFQrl SmB4ofKOC8pmBCqnJuthY3PYK2YisziE4iV/28TXAo826SGPy5abeDWJ9B/Mz0+T G05M34IJ8hQoHTWSmpU6gVf+Mn7+/uGHtREhFsjbzL1HfoF5/T9ycXNNrj4k2rRt ck4xCa5rHC/zO5A+AFCFK0rnjZXiV2c73xE63ElHERZ9jQvfqdiV7YdSPGZa5zk= =maOi -----END PGP SIGNATURE-----

3 2

OTRS Terms of use
by Martignier, Philippe 21 May '10

21 May '10

Hi OTRS People, We are currently modifying the code of OTRS to add new features like draft and removal of attachments, ... What are your terms of use? Do we have to provide our code back or is it just "open source, take it and do what you want with it". Just to be sure :) Thanks Regards 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.

2 1

Re: [otrs] Question on the system log
by Martignier, Philippe 21 May '10

21 May '10

Thanks Nils for your answer. But what is the point of this check? This one was made during I was absent, or maybe just after the logoff or maybe just in time I logoff (I don't remember exactly when I left :) Cheers, Philippe 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.

2 1

parameterize the system in Venezuela
by Jober Mijares 20 May '10

20 May '10

Hi, I use OTRS however i want to know if in Venezuela exist a partner who can helpme to parameterize the system. thanks a lot!!!

2 1

A Job offering from OTRS Inc.
by Shawn Beasley 20 May '10

20 May '10

Dear community members, OTRS is proud to have you working with us on our open-source project. Now, excusing this possibly irritating use of the otherwise technical list, we want to give you the chance to put you hard earned experience to work. I thank you for taking the time to consider becoming on of the team. Job Offering: OTRS Sales Consultant OTRS AG is a market leader. With 80,000 installations in 27 languages, OTRS is the leading helpdesk software globally. OTRS forms the foundation for the ITIL-conformant IT service manage-ment solution OTRS:ITSM as well as the CERT solution SIRIOS. We assist our customers with comprehensive business services, including professional services such as consulting, software development and support. Our business is currently expanding globally as in the US. OTRS is a worldwide success story. Join us in telling that story and write a new chapter yourself. Imagine: § You could simply download a professional helpdesk or IT service management software from the internet. One very similar as offered by IBM, HP, CA or BMC. § You could access the source code without asking HP. § You could customize the software without asking CA. § You could distribute customizations to business partners or clients without asking BMC. Sounds like too much to ask? Let's top it all off! Imagine: That software would be free of licensing costs, and so free of the burdens of the procurement process. This exact scenario is daily business for our large enterprise as well as small and medium-sized customers. You can help! Responsibilities: § Give our customers an understanding of our products OTRS and OTRS::ITSM and at the same time evaluate opportunities for follow-up-business. § Provide workshops and trainings for OTRS user and administrators and § Attend and support our Sales Teams in tender preparation and defining requirements for customer development. § Managing OTRS projects from conceptual design to implementation and configuration. § Report to the Director Consulting Requirements: § Profound IT-Knowledge (incl. Ticketing Systems) § Solid knowledge of o Linux or Windows (Webserver p.a. Apache, IIS) o Process modeling & -notation (UML, BPMN, YAWL) o Web Technologies as HTML, XML, AJAX/Javascript § Good knowledge of at least one of the following data base: MySQL, Oracle, MS SQL, PostgreSQL and § Basic knowledge of directory services (OpenLDAP, MS Active Directory, etc.) as well as SQL and PERL § Project management (PMI) § Candidate must be willing and able to travel 80% to 90%. You will be working either from our office in Cupertino, CA. or from your home-office. Education : § Bachelor’s degree from a four-year college or university in Business, IT, or related area § 5 years of progressive sales, consulting and managerial experience. § ITIL Certificate (Foundation, Practitioner, Manager) Please apply through email only at jobs(a)otrs.com. We are looking forward to meeting you! -- Shawn Beasley Community Manager OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA

1 0

FreeText and Stats
by Annika Liikanen 20 May '10

20 May '10

Hi! We are planning to use OTRS to our ticketing and we have standard installation under testing. Is it possible to include freetext information from a ticket to a report in Stats? We´d like to include travel expences/time to a ticket and when you make a report from Stats, it would be very nice to have this information listed in the report. Or is there another way to add this kind of info to a ticket? Any ideas? -- Annika Liikanen System Specialist ONH Service Oy +358 40 511 8658 +0207 569 460 www.onh.fi

1 0

Re: [otrs] How to backup OTRS on Windows XP?
by jverhoeff＠beckhoff.nl 20 May '10

20 May '10

Hello Michiel, Thank you very much for your answer. So if I understand well for a backup: - I need to make a SQL dump - copy the complete OTRS\OTRS directory? And for a restore on a new system: - I reinstall OTRS package - I copy back the OTRS directory and - reload the sql dump/backup in mysql What exactly can I do with the "Download Settings: Download all system config changes." and the "Load Settings" in [SysConfig] Met vriendelijke groet, Gruß, Best Regards, Jurjen Verhoeff, Beckhoff.nl / IAL -----Original Message----- From: Michiel Beijen [mailto:michiel.beijen@otrs.com] Sent: woensdag 19 mei 2010 20:36 To: User questions and discussions about OTRS. Subject: Re: [otrs] How to backup OTRS on Windows XP? Beste Jurjen, First of all, you should be OK by backing up the mysql database and the OTRS directory :D The backup script of OTRS uses a couple of system commands that don't work in a Windows environment. It's currently on my list to look for a platform-agnostic solution. There's a guy on the German OTRS forums that posted a custom solution to this issue a while ago, this might help you out: http://forums.otrs.org/viewtopic.php?f=35&t=1945&p=9261#p9209 I'd like to point out that I did not really see a similar version of the restore script... on the other hand, the backup script produces a plain archive file containing the database backup and an archived version of the OTRS directory, so a custom extract and copying action, and a database import, will actually have the same result as the restore script. ((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 Wed, May 19, 2010 at 3:48 PM, <jverhoeff(a)beckhoff.nl> wrote: > Hi , > > I have problems with the standard Backup script (backup.pl) on my OTRS > installation on windows XP. > > (The script is searching for a linux CP command, and exits with an error - > thanks V.Lippe for finding out) > > Q - How can I backup and restore my system in a safe and easy way? > > Q - Is there someone with an OTRS installation on a windows platform and > using a backup script? > > Thanks, > > Jurjen Verhoeff > > --------------------------------------------------------------------- > 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/

1 0

R: Incomplete installation of any package with DB support
by Lucarelli Roberto 20 May '10

20 May '10

No news? ________________________________ Da: Lucarelli Roberto Inviato: Thursday, May 13, 2010 3:53 PM A: otrs(a)otrs.org Oggetto: Incomplete installation of any package with DB support Could someone give me a work-around to this issue? I tried to create manually the table and it's works but I'm not sure to have created all the necessary items. PROBLEM DESCRIPTION =================== Any installed package with DB Support doesn't works. Probably it depends on the incorrect syntax used to create tables on DB (I have MySQL but the installation scripts uses the MSSQL syntax). STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM ================================================= 1) Install via Packet Manager FAQ Package ACTUAL RESULTS ============== The package FAQ is installed but doesn't works properly. You view the FAQ icon on menu but if you select it you will get an error ADDITIONAL INFORMATION ====================== This issue is only reproducible on my installation. I have a system that started with OTRS version 2.4.3 and has been upgraded to OTRS version 2.4.7. In otrs log after installation of FAQ package you view this error: [Wed May 12 14:34:37 2010][Notice][Kernel::System::Package::RepositoryGet] No such package FAQ-1.6.5! [Wed May 12 14:34:46 2010][Error][Kernel::System::Package::_Database][1765] 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 'IDENTITY(1,1) , name VARCHAR (200) NOT NULL, PRIMARY KEY(id), CONSTR' at line 2, SQL: 'CREATE TABLE faq_language ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (200) NOT NULL, PRIMARY KEY(id), CONSTRAINT faq_language_name UNIQUE (name) )' [Wed May 12 14:34:46 2010][Error][Kernel::System::Package::_Database][1765] Table 'otrs.faq_language' doesn't exist, SQL: 'INSERT INTO faq_language (name) VALUES ('en')' [Wed May 12 14:34:46 2010][Error][Kernel::Syste

1 0

Email ticket link broken for non-default html port
by Jay Sacco 20 May '10

20 May '10

I'm running OTRS using the default windows installation, except I've configured Apache to use port 81 to avoid a conflict with IIS running on the same server. Everything seems to be working ok, but for one issue: the notification emails that include a link to the ticket have links that look like http://myserver.mycompany.com/otrs/index.pl?Action=AgentZoom&TicketID=2 instead of http://myserver.mycompany.com:81/otrs/index.pl?Action=AgentZoom&TicketID=2 . The link fails because the port number 81 isn't included. I've tried changing the Core:FQDN setting to add the :81, but OTRS refuses to accept it, at least through the SysConfig web interface. Is there something else I can do to fix this? Regards, Jay Sacco

3 2

How to Ticket feedback in OTRS
by Otrs User 20 May '10

20 May '10

Hi Can somebody Tell me if we can have a online survey for tickets closed throu OTRS

5 8

Question on the system log
by Martignier, Philippe 19 May '10

19 May '10

Hi there, I have the following entries in the log, what is it all about? Tue May 18 18:03:03 2010 notice OTRS-PMAccount-2010 Take UserCustomerID (philippe.martignier(a)wipo.int) from customer source backend based on (philippe.martignier(a)wipo.int) Tue May 18 18:03:03 2010 notice OTRS-PMAccount-2010 Take UserLogin (pmartignier) from customer source backend based on (philippe.martignier(a)wipo.int) Any idea? Thanks 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.

2 1

How to backup OTRS on Windows XP?
by jverhoeff＠beckhoff.nl 19 May '10

19 May '10

Hi , I have problems with the standard Backup script (backup.pl) on my OTRS installation on windows XP. (The script is searching for a linux CP command, and exits with an error - thanks V.Lippe for finding out) Q - How can I backup and restore my system in a safe and easy way? Q - Is there someone with an OTRS installation on a windows platform and using a backup script? Thanks, Jurjen Verhoeff

2 1

NonEnglish names of Queue/Roles/Groups
by Ruslan 19 May '10

19 May '10

Hello i've got troubles with Queue/Roles/Groups written in Russian. I have Role with name = ' *Some_Text_In_Russian_UTF-8* ' Console of my server code page = UTF-8 My SQL = UTF-8 But when i'm trying UserSyncRolesDefinition with my config: $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { 'CN=Support,OU=MyOU,DC=mydomain,DC=local' => { # otrs role '*Some_Text_In_Russian_UTF-8*' => 1, } }; It doesn't work. Message from logfile affter user logon: : [Notice][Kernel::System::Auth::Sync::LDAP::Sync] User: 'TestUser' sync ldap group CN=Support,OU=MyOU,DC=mydomain,DC=local in *Some_Text_In_Russian_UTF-8* role! But When i'm looking Roles<>Users in admin Area - i can see that TestUsers not in *Some_Text_In_Russian_UTF-8* Role Everything work fine when I'm changing Role Name from *Some_Text_In_Russian_UTF-8* to *Some_Text_In_Eng_UTF-8* It looks like Sync module incorrectly working with Charset's Is Any one met and solved problem with NonEnglish names of Queue/Roles/Groups???

2 1

Need Help with Customizing Subject Line in OTRS
by ROOPESH BOYAPATI 19 May '10

19 May '10

Friends, My objective is to change the subject line of the ticket to the customer ID. Explanation: When a customer logs in and creates a ticket, the subject line of that ticket should be the customerID of the customer who is creating the ticket. Is there a way we could do this through the web interface or does it require editing the source code, if so which of the file(s) needs to be edited. Thank you in advance. -- Roopesh

1 0

time units
by Jober Mijares 19 May '10

19 May '10

Hi!!! I try to find the meaning of the Time Units however i didn't find the route Ticket::Frontend::TimeUnits, in the SysConfig. Two questions: Why i can't see the item Ticket::Frontend::TimeUnits? What's means TimeUnits? I use The version 2.4.7, under debian Thanks!!

1 0

OTRS 2.4.7 Windows: errors in Apache Log
by Lucarelli Roberto 19 May '10

19 May '10

I have a classic OTRS Windows installation. In the Apache Log file there are the following errors: [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] [Wed May 19 10:56:43 2010] index.pl: DBD::mysql::db do failed: Unknown system variable 'DATEFORMAT' at C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 427. [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed May 19 10:56:43 2010 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Message: Unknown system variable 'DATEFORMAT', SQL: 'SET DATEFORMAT ymd' [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Traceback (2440): [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Module: Kernel::System::DB::Connect (v1.105.2.1) Line: 228 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 [Wed May 19 10:56:45 2010] [error] [client 10.229.44.36] And also in otrs.log there are this message: Wed May 19 11:09:59 2010][Error][Kernel::System::DB::Connect][228] Unknown system variable 'DATEFORMAT', SQL: 'SET DATEFORMAT ymd' What does it mean? Thanks Roberto

1 0

Stats for Ticket Responsible
by Otrs User 19 May '10

19 May '10

Hi Can anybody Pl tell me how can I get a statistics for calls resolved by each agent based on Ticket Responsible and Ticket Owner field. I tried different option in Stats module , but could not locate the same. Thanks & Regards

1 1

Re: [otrs] How to use AND condition in Postmaster Filter
by Florian Houel 18 May '10

18 May '10

De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de TechFan Envoyé : mardi 18 mai 2010 14:10 À : User questions and discussions about OTRS. Objet : Re: [otrs] How to use AND condition in Postmaster Filter We have been wanting to do AND conditions as well and I reported this as well earlier. You can't do multiple rules from the same header, etc. With a regexp, there’s just one condition line for “Subject” in one rule. What do you do if the order they might appear in the header varies? That regexp won't find it. I’d probably set two different rules/filters, a “Hello.*World” and a “World.*Hello” … Have a nice day, Cordialement, Florian HOUEL Bâtissons ensemble vos systèmes d’informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com <http://www.arcanal.com/> ----- Original Message ----- From: "Florian Houel" <Florian.Houel(a)arcanal.fr> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Tuesday, May 18, 2010 6:16:23 PM Subject: [otrs] How to use AND condition in Postmaster Filter > Hi Amit, > > you’ll probably find your solution with regexp (regular expressions, > see for instance http://www.regular-expressions.info/ <http://www.regular-expressions.info/> ). > > Try with Subject: Hello.*World where the “.*” > means “any character string”. >

2 1

Re: [otrs] How to use AND condition in Postmaster Filter
by Florian Houel 18 May '10

18 May '10

Hi Amit, you’ll probably find your solution with regexp (regular expressions, see for instance http://www.regular-expressions.info/) Try with Subject: Hello.*World where the “.*” means “any character string”. Hope this helps Cordialement, Best regards, Florian HOUEL Bâtissons ensemble vos systèmes d’informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com <http://www.arcanal.com/> De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Amit Sharma Envoyé : samedi 15 mai 2010 14:59 À : OTRS Forum Objet : [otrs] How to use AND condition in Postmaster Filter Hi, Please help me putting AND condition in Postmaster Filter. I would like to put a filter, for example: From: foo(a)foo.com <mailto:foo@foo.com> Subject: Hello Subject: World Now when i put this in filter and save, it ignores Subject: World and just keeps from: foo(a)foo.com <mailto:foo@foo.com> Subject: Hello I would like to filter any ticket that comes from foo(a)foo.com <mailto:foo@foo.com> and has Hello AND World in it. If any ticket has From:foo@foo.com and has Subject:Hello, it should not match. Idea is to match occurrence of two words (AND condition) in subject line. Hello and World both in subject should be matched. Please help. regards, amit ((otrs)) 2.4.7, Linux version

2 1

Sysconfig : how to activate greyed option
by Martignier, Philippe 18 May '10

18 May '10

Hi there I like to use the field Ticket::Frontend::AgentTicketQueue###HighlightColor1: but it is greyed Any idea how I could make it available? Many thanks 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

Re: [otrs] Insert FreeText on Bulk Actions View
by Carlos Andres Gallego 18 May '10

18 May '10

Hi Anyone can help me whit this question. TKS Cordialmente Carlos Andrés Gallego -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Carlos Andres Gallego Enviado el: Lunes, 08 de Febrero de 2010 08:01 p.m. Para: User questions and discussions about OTRS. Asunto: [otrs] Insert FreeText on Bulk Actions View Hi Everyone, I try to insert a Free Text on the Bulk Action View, but I can't see the correct option. In the Frontend::Agent::Ticket::ViewBulk not appear the freetext modules. Any Idea. TKS Carlos G. --------------------------------------------------------------------- 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

How can we set default search template for all agents?
by Edmond Chan 18 May '10

18 May '10

Hi all, Can we set default search template for all agents? Most of agents need search template likes "my open tickets", "my tickets closed recently" etc. Can we set some default search templates for all agents and don't allow agents to modify those default templates? Thank you! -- Best regards, Edmond Chan

2 1

Re: [otrs] Modifying label and display order of default ticket
by Martignier, Philippe 17 May '10

17 May '10

Hi, The theme will help you to reorganize the fields on the screen. Just follow what is explained here: http://doc.otrs.org/2.4/en/html/c2079.html ;) Phil 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

Problem with Backup under XP
by jverhoeff＠beckhoff.nl 17 May '10

17 May '10

Hi , I try to backup the OTRS database with the script backup.pl But I get the following error: C:\Program Files\OTRS\StrawberryPerl\perl\bin>perl "c:\Program Files\OTRS\OTRS\scripts\backup.pl" -d c:\backup_OTRS 'which' is not recognized as an internal or external command, operable program or batch file. ERROR: Can't locate cp! - What do I wrong here? - What is the best way to backup the OTRS database? Thanks and Best Regards, <<OTRS backup error.txt>> Jurjen Verhoeff Beckhoff.nl / IAL phone: 023 518 5140 fax: 023 518 5141 <http://www.beckhoff.nl/> <mailto:jverhoeff@beckhoff.nl> __________________________________________________________________ In 3 stappen aan de slag met EtherCAT ! | <www.beckhoff.nl/3.htm <http://www.beckhoff.nl/3.htm> > Een snel en eenvoudig stappenplan voor kennismaking en evaluatie __________________________________________________________________ P Please consider the environment before printing this e-mail

2 1

Google Calendar integration?
by Mike Dent 17 May '10

17 May '10

Just wondering if there has been any further work over the past couple of years of integrating OTRS with google calendar? I'd like to be able to easily assign a ticket to a date and time and put it in google calendar. Thanks Mike

1 0

Re: [otrs] Accounted Time set via postmaster filters?
by TechFan 15 May '10

15 May '10

I did figure out how to use the postmaster filter with RegEx and get a least a variable. I did find a couple limitations. I was not able to use the Body field twice in a single rule. I was trying to get C:(test@domain.com) and C:(test)@guamsda.com both from searching the body, but the rule wouldn't allow it. I am not sure if there is another way to get two variables with one rule from one "header"? I was also wondering what syntax would be for having the regex work in multiline mode. . .so ^ matches the first position of every line instead of just the first line of Body. . . In the process it seems I discovered a bug?? I set the customerID and customer User X-header tags and the ticket shows the correct info. But, the little box on the right that shows how many tickets are open for a customerID does not reflect tickets that have had the customerID changed in this way. If I open the customerID by clicking on the customer ID link up above also does not show these tickets, but if I login as the customer themselves via the customer web interface, all the tickets show. I am not sure what is different, but it sure seems they should show there (yes, I did set them to open as well). I still don't see a header that can set the Accounted time. . .hopefully there is a way. Thanks. ----- Original Message ----- From: TechFan <lists.sf.net(a)ourholm.net> To: otrs(a)otrs.org Sent: Friday, May 07, 2010 12:11:40 PM Subject: [otrs] Accounted Time set via postmaster filters? > Hello all, > > We are implementing OTRS for our support department. We are very > dependent on tracking issues and responding via email. We have set up > some filters that allow us to update a ticket's status with an email > response, but I am hoping to be able to do more. > > Is there a Header that can be set somehow that will automatically add to > the Accounted time when a response is received via email? > > I would like to be able to add time to the ticket accounted time by > putting some value in an email response. > > I don't see any headers in the postmaster filter (2.4.7 on windows) that > can be set to accomplish this. Is there a hidden filter that can be set? > > In a related question, I am hoping to set the owner of new tickets > created via email by putting the information in the body of the email. I > do not see a way to use a value found by a filter as the data for the > X-header I am trying to set. Is this possible? > > Thanks a lot! > --------------------------------------------------------------------- > 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 3

Installing phpmyadmin on windows install?
by TechFan 15 May '10

15 May '10

If I want to install phpmyadmin on the windows install of otrs 2.4.7. . .where do I put the folder? I put it under cgi-bin and it gives Internal server error. If I put it under the main htdocs, then it just displays the text of the php files. . .probably just an apache understanding issue, but thought I would ask. Thanks.

3 4

How to use AND condition in Postmaster Filter
by Amit Sharma 15 May '10

15 May '10

Hi, Please help me putting AND condition in Postmaster Filter. I would like to put a filter, for example: From: foo(a)foo.com Subject: Hello Subject: World Now when i put this in filter and save, it ignores Subject: World and just keeps from: foo(a)foo.com Subject: Hello I would like to filter any ticket that comes from foo(a)foo.com and has Hello AND World in it. If any ticket has From:foo@foo.com and has Subject:Hello, it should not match. Idea is to match occurrence of two words (AND condition) in subject line. Hello and World both in subject should be matched. Please help. regards, amit ((otrs)) 2.4.7, Linux version

1 0

How to enable fetchmail by Gmail POP or IMAP?
by Dai Nish 14 May '10

14 May '10

I have configured proper Gmail POP and IMAP server settings and tested them one at a time, but OTRS could not connect to either. I have no clue what was wrong with my settings. What I have done in my Postmaster Mail Account include: - Entered my Gmail username and password - Entered pop.gmail.com in the Host field - Set a queue - Clicked on Run Now - Received cannot connect to the POP server error message Please post solutions for me. Regards, Dee

3 2

Using ACLs to control default note text
by johnbarratt＠mail.com 14 May '10

14 May '10

Is it possible to use ACLs to make the default note text for new telephone tickets different depending on the group that the user is a member of? At the moment I have our test system set up so that an ACL controls the list of available queues, next ticket states and priorities based on the user's group, but I can't find any refernce to controlling the content of the body text using ACLs. We want to do this so that we can get a different list of questions to be asked in a new ticket template depending on the product being supported. Thanks in advance for any ideas. Regards, John Barratt

2 2

Modifying label and display order of default ticket fields
by Martignier, Philippe 14 May '10

14 May '10

Hi, Go to admin, sysconfig and change this param : Ticket::Frontend::AgentTicketQueue###SortBy::DefaultTicket::Frontend::AgentTicketQueue###SortBy::Default You can choose the field to be filtered by default. The only "hic" is if you want to choose a field that is NOT in that list (and is still one of my point by the way) For changing screens (fields, label), make a search of the theme function. You can define new themes and then change the screens (via html) Hope it helps Bye Philippe 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.

2 1

RE : Hide SPAM-Tickets on the dashboard
by Florian Houel 13 May '10

13 May '10

Maybe change the group on this SPAM queue to a new "spam" group. Since no user will have right to this, they will not see it. You'll probably want to keep some rights for admin people, in the user<->group screen. Florian HOUEL - TMA JDE arcanal. - 53 cours Romestang - F-38200 Vienne Tél : 04 74 16 01 63, mobile : 06 72 00 16 45, Fax : 04 74 16 18 66, e-mail : florian.houel(a)arcanal.fr P s'il vous plaît pensez à l'environnement - devez-vous vraiment imprimer cet email? Before You print, Think about the Environment ! ________________________________ De: otrs-bounces(a)otrs.org de la part de Ivan De Masi Date: lun. 10/05/2010 11:45 À: User questions and discussions about OTRS. Objet : [otrs] Hide SPAM-Tickets on the dashboard Hello, I would like to hide the complete Queue "SPAM" on the dashboard - ist there a way? Thanks! Regards, Ivan -- AStA TU Darmstadt IT-Administration Hochschulstr. 1 64289 Darmstadt University of Technology Darmstadt Tel. +49-6151-162217 Fax. +49-6151-166026

3 2

Customer theme
by Jason B. Loven 13 May '10

13 May '10

Anybody know a way to change the current theme for all customers at once? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

1 0

Modifying label and display order of default ticket fields
by McCarroll, Robert 13 May '10

13 May '10

Currently I have gotten OTRS running with an oracle backend and trusting apache's mod_auth_kerb authentication to our domain. I've also added several freetext fields to our ticket views. However, my end users want me to change the display labels on a number of the fields and reorder how they display on the screen, including the default delivered fields from OTRS. Thusfar my search of the documentation and this archive has not turned up anything about where I go about redefining these elements. While I suspect that this question has been asked and answered, I can't find the record of it. If anyone could point me in the right direction, I would appreciate it. Robert McCarroll Systems Administration NYS Department of Civil Service

1 0

Incomplete installation of any package with DB support
by Lucarelli Roberto 13 May '10

13 May '10

Could someone give me a work-around to this issue? I tried to create manually the table and it's works but I'm not sure to have created all the necessary items. PROBLEM DESCRIPTION =================== Any installed package with DB Support doesn't works. Probably it depends on the incorrect syntax used to create tables on DB (I have MySQL but the installation scripts uses the MSSQL syntax). STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM ================================================= 1) Install via Packet Manager FAQ Package ACTUAL RESULTS ============== The package FAQ is installed but doesn't works properly. You view the FAQ icon on menu but if you select it you will get an error ADDITIONAL INFORMATION ====================== This issue is only reproducible on my installation. I have a system that started with OTRS version 2.4.3 and has been upgraded to OTRS version 2.4.7. In otrs log after installation of FAQ package you view this error: [Wed May 12 14:34:37 2010][Notice][Kernel::System::Package::RepositoryGet] No such package FAQ-1.6.5! [Wed May 12 14:34:46 2010][Error][Kernel::System::Package::_Database][1765] 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 'IDENTITY(1,1) , name VARCHAR (200) NOT NULL, PRIMARY KEY(id), CONSTR' at line 2, SQL: 'CREATE TABLE faq_language ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (200) NOT NULL, PRIMARY KEY(id), CONSTRAINT faq_language_name UNIQUE (name) )' [Wed May 12 14:34:46 2010][Error][Kernel::System::Package::_Database][1765] Table 'otrs.faq_language' doesn't exist, SQL: 'INSERT INTO faq_language (name) VALUES ('en')' [Wed May 12 14:34:46 2010][Error][Kernel::Syste

1 0

Can't locate object method "AllLinkedObjects" via package Kernel::System::LinkObject
by Manuel Fernández Panzuela 13 May '10

13 May '10

Hi, I've got a problem upgrading OTRS from 2.2 to 2.3 The problem occurs when i click on "details" to see ticket's history. I know that ITSM 1.1.2 is not compatible with OTRS 2.3... but i don't know how to upgrade without losing data How can i do it ? Thank you Manuel Fernández Panzuela

2 4

Setting up emailing (sendmail)
by Guy Baxter 13 May '10

13 May '10

I have OTRS 2.4.7 installed, and want to use sendmail as i don't want to use up a pop 3 license for each of the email queues we will need. So, sendmail has been setup for to allow relaying to/from our mailservers I can email the otrsuser(a)ourotrs.ourdomain server and the ticket will go into the raw queue. I have created another queue and an email address for tech(a)ourotrs.ourdomain and attempted to get an email to that, but keep getting 550 5.1.1 user unknown. Adding the user in virtuser table in sendmail does not help as the error remains, but creating a system user stops the error - however i recieve no email then. I assume that it goes into /var/spool/mail/tech Coud anyone help with this please? Regards, Guy Baxter This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

2 1

issue with the customer ‘Submit a follow up message’
by Lakshan Fernando. 13 May '10

13 May '10

Hi All, I’m having a issue with the customer ‘Submit a follow up message’ option, this is how my issue begins, I have several queues eg :- CCBS and ROAM now customer can create ticket under those 2 queues but agent will move the tickets from above mention queue to a another queue call IMPL which customer has ro in to that queue, if customer has rw permission to IMPL queue he can ‘Submit a follow up message’ but if customer has ro permission he cannot ‘Submit a follow up message’ because that option is not available for customer. But what I want is that, is their a way to active ‘Submit a follow up message’ option for ro queues for customers. Thanks you Lakshan

1 0

Active Directory Integration - Please Help
by Valentin 13 May '10

13 May '10

I'm having problems with Active Directory integration of the customers - i get the following error [Fri May 7 09:35:52 2010][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: ion (CN=ion,CN=Users,DC=test,DC=local) authentication ok (REMOTE_ADDR: 192.168.0.1). [Fri May 7 09:35:52 2010][Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][580] 000020D6: SvcErr: DSID-03100754, problem 5012 (DIR_ERROR), data 0 Please Help Me !

1 0

Got no EncodeObject! ../..// at Kernel / System / GeneralCatalog.pm line 86
by Manuel Fernández Panzuela 12 May '10

12 May '10

Hello, I updated from 2.2 to 2.3 version including the package ITSM 1.1 to version 1.3 correctly. 2.4 installation finish fine, later i follow that steps for GeneralCatalog: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=14&ItemID=345 Packages installation is fine (GeneralCatalog and later ITSMCore, 2.0.2 version), but I get this error when trying to display ConfigItems Got no EncodeObject! ../..// at Kernel / System / GeneralCatalog.pm line 86 Could you help me ? Thank you Manuel Fernández Panzuela

1 0

SLA clock stops on the ticket when its state is changed from Open to Hold/Awaiting
by jay sharma 12 May '10

12 May '10

Hi all, One of the projects in our company is using OTRS for the SLA based Helpdesk and we are using OTRS::ITSM. Now as per their requirement we need to investigate how to put a ticket in Stop Clock so that SLA clock stops on the ticket when its state is changed from Open to Hold/Awaiting response from client?. As this is creating a lot of problems and the SLA is not been implemented properly. * * *I googled and sent them following explanation:* * * ** * * The functionality you are looking should be available with the additional ITSM tags associated with every ticket. Please try to implement that. In case it is not applicable we can follow following link for and check if that works. http://www.mail-archive.com/otrs@otrs.org/msg25544.html The above link states the following way to implement the same thing: In this patch, I'm using the "Additional ITSM fields" in the SLA calculation "Repair start time" if entered is treated as start point for response time "Recovery start time" if entered is treated as start point for recovery time if "Repair start time" is entered and no "Recovery start time" is entered, Repair start time" will be used as start point for recovery time you only have to change 2 files (OTRS programmers did a great job!) Also I found following explanation regarding the same: You can set out the update time by placing the ticket to pending, but as soon as an answer comes, then the update time will escalate the ticket. Both First Response Time and Resolution Time cannot be set out. Hope this helps. So the important thing is “First Response Time” and “Resolution Time” which we can try to handle with the help of “Additional ITSM fields". Still I am looking to create a “resolved” attribute which corresponds to the “close” attribute so that it think it to be close but with resolve flag but has not been mentioned anywhere. Although they tried the solution but not able to resolve the issue. It would be great if some one let us know the correct solution in case this is not the way to resolve the issue. Regards Jay

1 0

how to put a ticket in Stop Clock so that SLA clock stops on the ticket when its state is changed from Open to Hold/Awaiting
by jay sharma 12 May '10

12 May '10

Hi all, One of the projects in our company is using OTRS for the SLA based Helpdesk and we are using OTRS::ITSM. Now as per their requirement we need to investigate how to put a ticket in Stop Clock so that SLA clock stops on the ticket when its state is changed from Open to Hold/Awaiting response from client?. As this is creating a lot of problems and the SLA is not been implemented properly. *I googled and sent them following explanation:* * * **** * * The functionality you are looking should be available with the additional ITSM tags associated with every ticket. Please try to implement that. In case it is not applicable we can follow following link for and check if that works. http://www.mail-archive.com/otrs@otrs.org/msg25544.html The above link states the following way to implement the same thing: In this patch, I'm using the "Additional ITSM fields" in the SLA calculation "Repair start time" if entered is treated as start point for response time "Recovery start time" if entered is treated as start point for recovery time if "Repair start time" is entered and no "Recovery start time" is entered, Repair start time" will be used as start point for recovery time you only have to change 2 files (OTRS programmers did a great job!) Also I found following explanation regarding the same: You can set out the update time by placing the ticket to pending, but as soon as an answer comes, then the update time will escalate the ticket. Both First Response Time and Resolution Time cannot be set out. Hope this helps. So the important thing is “First Response Time” and “Resolution Time” which we can try to handle with the help of “Additional ITSM fields". Still I am looking to create a “resolved” attribute which corresponds to the “close” attribute so that it think it to be close but with resolve flag but has not been mentioned anywhere. Although they tried the solution but not able to resolve the issue. It would be great if some one let us know the correct solution in case this is not the way to resolve the issue. Regards Jay

1 0

Incoming mails are not arriving
by Dai Nish 12 May '10

12 May '10

Hi everyone I have got to the point where I need to configure the postmaster mail account for incoming mails. I have done so specifing the host to be pop3.gmail.com. Also, I added pop3.gmail.com under Email Addresses. But still and all, no incoming mails are delivered to the selected queue. Please advise me what else there is to be set. Regards, Dee

2 2

Re: [otrs] otrs Digest, Vol 20, Issue 25
by Sérgio Cintra 12 May '10

12 May '10

Olivier Thank you for your information. But, as I am a beginner, could you inform me how can I edit the Kernel/Outpu/HTML? Tks Sergio > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 20, Issue 25 > To: otrs(a)otrs.org > Date: Tue, 11 May 2010 16:36:48 +0000 > > 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. Customize Customer login screen (S?rgio Cintra) > 2. Re: Customize Customer login screen (osallou) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 11 May 2010 13:23:58 -0300 > From: S?rgio Cintra <scintra(a)hotmail.com> > Subject: [otrs] Customize Customer login screen > To: <otrs(a)otrs.org> > Message-ID: <BAY113-W48BAE8BE60B20A17E5D870BFFA0(a)phx.gbl> > Content-Type: text/plain; charset="iso-8859-1" > > > > > Hi everyone > > > > This is my > first post. > > Could you > help me how to customize customer login screen, like: Logo, Company Name, > footer, footer2? > > > > Many Thanks > > > > Sergio > > > _________________________________________________________________ > VOC? PODE TER 25 GB GRATUITOS PARA ARMAZENAR SEUS ARQUIVOS NA WEB. VEJA AQUI COMO. > http://www.windowslive.com.br/public/product.aspx/view/1?cname=skydrive&oci… >

2 1

Please help with 'Error: Can't connect to database, read comment!'
by Dai Nish 11 May '10

11 May '10

Hi everyone This is my first post to this mailing list. Since day 1, I have been having problems with setting up my account with the Web Installer. Whenever I change any fields in the admin setup page, this error message Error: Can't connect to database, read comment!<http://forums.otrs.org/viewtopic.php?f=53&t=4739#p19432> shows up, even though OTRS recommends to change my admin password... I am totally buffled even after reading the online documentation. The same error message is given in both 64 bit Windows 7 Ultimate and 32 bit Vista Business. Please anyone help me solve this. Regards, Dee

2 1

Customize Customer login screen
by Sérgio Cintra 11 May '10

11 May '10

Hi everyone This is my first post. Could you help me how to customize customer login screen, like: Logo, Company Name, footer, footer2? Many Thanks Sergio _________________________________________________________________ VOCÊ PODE TER 25 GB GRATUITOS PARA ARMAZENAR SEUS ARQUIVOS NA WEB. VEJA AQUI COMO. http://www.windowslive.com.br/public/product.aspx/view/1?cname=skydrive&oci…

2 1

ITSM 2.0
by osallou 11 May '10

11 May '10

Hi, I installed latest ITSM 2.0 module. I do not understand however how Change State is modified. State machine shows what are the possible transitions, but I do not see any way to change the status of the Change State. I made a try, and all my WorkOrders are in State Closed. However my Change State is still Requested, and no menu give me the possibility to change this... For info, I am administrator of the tool, I have all rights enabled. Regards Olivier

4 5

error in the queue management (Need SalutationID!)
by Le machito 11 May '10

11 May '10

When I try to make any change to a Queue I have an error message: Error: Need SalutationID! ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue May 11 11:32:42 2010 Message: Need SalutationID! Traceback (6197): Module: Kernel::System::Queue::QueueUpdate (v1.102) Line: 901 Module: Kernel::Modules::AdminQueue::Run (v1.43) Line: 126 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47

1 0

Sorting tickets in queue
by Gazizov Andrey 11 May '10

11 May '10

Hi all! Guys, does anybody know how I can disable automatically sorting tickets by priority in queue (medium view)? I'm using sorting tickets by TicketFreeTime1 field and when a new ticket has created with priority different of the rest it automatically moved on the top. It's very inconvenient :-). Any help are welcomed. Thanks in advance. -- Best regards, Andrey Gazizov RETN

2 2

Re: [otrs] Sorting tickets in queue (Nils Leideck - ITSM)
by Martignier, Philippe 10 May '10

10 May '10

And what about sorting tickets via a field that has been added in a theme. I created a new theme and added the "created" field as new column. Users really like this as they can sort the tickets to know which one has been last modified. But I don't have the created field in the drop list in the ViewQueue you mention. Where in the code can I force the default sort? In the dtl file ? I found nothing. Many thanks for the help :) Philippe 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

Default selection for TicketFreeText16::DefaultSelection
by Arthur de Pauw 10 May '10

10 May '10

Hi list! We are working with the decisions function in OTRS::ITSM and I've noticed that the decision result is always pre-selected with the first option available, totally ignoring the TicketFreeText16::DefaultSelection setting. I've googled myself to a forum entry ( http://forums.otrs.org/viewtopic.php?f=17&t=4225) that describes the same problem, so it seems I'm not the only one. Does anyone have a solution for this, or is this an issue that is on the bug list for OTRS? Thanks, Arthur

1 0

How to customize log out message
by Armando Irazabal 10 May '10

10 May '10

Hi, everybody; I want to customize logout message Desconexión satisfactoria. Gracias por utilizar OTRS! Any idea?

4 4

Re: [otrs] how to insert FAQ articles with attachments in compose
by Martignier, Philippe 10 May '10

10 May '10

I did create a bug as I am requesting this for a long time too ... Thanks to DO it as we look silly when users are told to do faqs (and they took lot of time to do it) and then it is not working :) http://bugs.otrs.org/show_bug.cgi?id=5342 thanks Philippe 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

Hide SPAM-Tickets on the dashboard
by Ivan De Masi 10 May '10

10 May '10

Hello, I would like to hide the complete Queue "SPAM" on the dashboard - ist there a way? Thanks! Regards, Ivan -- AStA TU Darmstadt IT-Administration Hochschulstr. 1 64289 Darmstadt University of Technology Darmstadt Tel. +49-6151-162217 Fax. +49-6151-166026

1 0

Query to DB
by abrenes＠spcinternacional.com 09 May '10

09 May '10

Hi experts, I need to know: How to do a query to the table that manage the tickets under "Junk" and "Raw" and delete all the tickets in there. I will appreciate all the help. Regards, André

3 2

Knowledge base
by Jober Mijares 08 May '10

08 May '10

Hi to everybody.. I have a question: The module FAQ, works like Knowledge base? Thanks :D

6 6

how to insert FAQ articles with attachments in compose answer(reply)
by Silver springs 07 May '10

07 May '10

Hi, I was doing some research on an issue but could not find information on how to do it in OTRS. I have created some FAQ articles with attachments. Now, when I want to reply to a ticket, I click on Compose answer and it takes to a screen where we can type in the reply. There is a link for FAQ in the reply section and if I want to insert some article from FAQ which is having an attachment and select the article , it would only show the content of the article in the reply but not attachment. Could anyone please let me know how I can include FAQ articles with attachments in my reply . Thanks Winter

2 1

Re: [otrs] New Ticket immediate close no notification
by Florian Houel 07 May '10

07 May '10

Hi Travis, just a 2cts idea : did you consider replacing the standard agent notification with a "Notification(Event)" one ? This gives a way to link the notification to the ticket status. Hope this helps, Florian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Travis Simmons Envoyé : vendredi 7 mai 2010 00:35 À : otrs(a)otrs.org Objet : [otrs] New Ticket immediate close no notification Hey, When we create a ticket and immediately close it, is there a way to stop the agent notification for a new ticket on the queue? I know when we do an immediate close it doesn't send a notification to the client but it still does a SendAgentNotification Any ideas would be great. -- Travis Simmons --

1 0

Re: [otrs] otrs 2.4.7 dashboard - unlocked tickets
by Florian Houel 07 May '10

07 May '10

Hello Alessandro, this part is used to construct the filter link at the top of each ticket block, in the dashboard. In other words, it creates the blue links bellow (sorry, that's a French speaking OTRS ...): Just click on the "My Queues" or "All" link, and ... ? Hope this helps, Florian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Alessandro d'Ambrosio Envoyé : mercredi 5 mai 2010 16:42 À : 'User questions and discussions about OTRS.' Objet : [otrs] otrs 2.4.7 dashboard - unlocked tickets Hi, In the agent dashboard Is there a way to show tickets with an unlocked status? In the AgentDashboardTicketGeneric.dtl file in C:\Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard I found this part that shows Locked Tickets:  <tr> <td class="small" width="70%"> <a href="#" onclick="AJAXContentUpdate('$QData{"Name"}', '$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Element&Name=$QData{"Name"}&Filter=Locked'); return false;" style="$QData{"Locked::Style"}">$Text{"Locked Tickets"} ($QData{"Locked"})</a> <tr> So, how can I edit this file in order to show unlocked tickets too? Thanks you very much Alessandro

1 0

Active Directory Integration
by Valentin 07 May '10

07 May '10

Thank you Guillaume for the solution but still not working. Domain admin is capable of login with ad credentials but administration section does not appear. I disabled ad authentication and i login with root and make an ad user administrator but does not work. >Hi, >Try to uncomment this: ># $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; >Le 07/05/2010 09:34, Valentin a écrit : > # $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; > >-- >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 at bnu.fr >web: http://www.bnu.fr

2 2

help about migration to new server
by Ekram 07 May '10

07 May '10

Hi, I've install OTRS 2.4.7 in new machine in debian lenny.(source installation) OTRS 2.04 has been running in an old machine for quite a long time. How can i move the OLD OTRS 2.04 to new one in the new machine? Note that database is using here is postgres in both server. -Ekram

3 4

Can I delete customer email attachment?
by Mike Morris 07 May '10

07 May '10

One of our customers sent an email to a queue and the email contained a scanned (PDF) form with sensitive data; I need to delete the attachment while hopefully retaining the body of the email. I am storing attachments in the DB, so I can't just delete it from disk. Is there any way to do this other than manually editing the MIME email BLOB in the DB, which would be messy?? TIA, MikeM

2 1

Re: [otrs] 3. how to handle customers without email adress ?
by Martignier, Philippe 07 May '10

07 May '10

Hi The dummy address has been created on a free website and I did nothing since then :) So the mailbox should be full :) Next to check that by the way, thanks !!! Phil 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

Active Directory Integration
by Valentin 07 May '10

07 May '10

Hello, I have some problems with the OTRS system and Active Directory. 1. I try to sync agents roles ( admin in AD -> admin in OTRS ). With the config bellow agents are capable to login with Active Directory credentials but no roles sync. # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'pdc.test.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=test,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) # $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap,CN=Users,DC=test,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'vali1982!'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # In case you want to convert all given usernames to lower letters you # should activate this option. It might be helpfull if databases are # in use that do not distinguish selects for upper and lower case letters # (Oracle, postgresql). User might be synched twice, if this option # is not in use. # $Self->{'AuthModule::LDAP::UserLowerCase'} = 0; # In case you need to use OTRS in iso-charset, you can define this # by using this option (converts utf-8 data from LDAP to iso). # $Self->{'AuthModule::LDAP::Charset'} = 'iso-8859-1'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Die if backend can't work, e. g. can't connect to server. $Self->{'AuthModule::LDAP::Die'} = 1; # --------------------------------------------------- # # authentication sync settings # # (enable agent data sync. after succsessful # # authentication) # # --------------------------------------------------- # # This is an example configuration for an LDAP auth sync. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'pdc.test.local'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=test,dc=local'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap,CN=Users,DC=test,DC=local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'vali1982!'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'AuthSyncModule::LDAP::AlwaysFilter'} = ''; # AuthSyncModule::LDAP::UserSyncMap # (map if agent should create/synced from LDAP to DB after successful login) $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # In case you need to use OTRS in iso-charset, you can define this # by using this option (converts utf-8 data from LDAP to iso). # $Self->{'AuthSyncModule::LDAP::Charset'} = 'iso-8859-1'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthSyncModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Die if backend can't work, e. g. can't connect to server. $Self->{'AuthSyncModule::LDAP::Die'} = 1; # Attributes needed for group syncs # (attribute name for group value key) # $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'memberUid'; # (attribute for type of group content UID/DN for full ldap name) # $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'UID'; # $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # AuthSyncModule::LDAP::UserSyncGroupsDefinition # (If "LDAP" was selected for AuthModule and you want to sync LDAP # groups to otrs groups, define the following.) $Self->{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = { # ldap group 'CN=Domain Admins,CN=Users,DC=test,DC=local' => { # otrs group 'admin' => { # permission rw => 1, ro => 1, }, 'faq' => { rw => 0, ro => 1, }, }, 'CN=Domain Admins,CN=Users,DC=test,DC=local' => { 'users' => { rw => 1, ro => 1, }, } }; # AuthSyncModule::LDAP::UserSyncRolesDefinition # (If "LDAP" was selected for AuthModule and you want to sync LDAP # groups to otrs roles, define the following.) $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { # ldap group 'CN=Domain Admins,CN=Users,DC=test,DC=local' => { # otrs role 'role1' => 1, 'role2' => 0, }, 'CN=Domain Admins,CN=Users,DC=test,DC=local' => { 'role3' => 1, } }; # AuthSyncModule::LDAP::UserSyncAttributeGroupsDefinition # (If "LDAP" was selected for AuthModule and you want to sync LDAP # attributes to otrs groups, define the following.) $Self->{'AuthSyncModule::LDAP::UserSyncAttributeGroupsDefinition'} = { # ldap attribute 'LDAPAttribute' => { # ldap attribute value 'LDAPAttributeValue1' => { # otrs group 'admin' => { # permission rw => 1, ro => 1, }, 'faq' => { rw => 0, ro => 1, }, }, }, 'LDAPAttribute2' => { 'LDAPAttributeValue' => { 'users' => { rw => 1, ro => 1, }, }, } }; # AuthSyncModule::LDAP::UserSyncAttributeRolesDefinition # (If "LDAP" was selected for AuthModule and you want to sync LDAP # attributes to otrs roles, define the following.) $Self->{'AuthSyncModule::LDAP::UserSyncAttributeRolesDefinition'} = { # ldap attribute 'LDAPAttribute' => { # ldap attribute value 'LDAPAttributeValue1' => { # otrs role 'role1' => 1, 'role2' => 1, }, }, 'LDAPAttribute2' => { 'LDAPAttributeValue1' => { 'role3' => 1, }, }, }; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'pdc.test.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=test,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap,CN=Users,DC=test,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'vali1982!'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Die if backend can't work, e. g. can't connect to server. $Self->{'Customer::AuthModule::LDAP::Die'} = 1; 2. I have problems at customer login using Active Directory credentials. I get panic no user data. In otrs log is the following error: [Fri May 7 09:35:52 2010][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: ion (CN=ion,CN=Users,DC=test,DC=local) authentication ok (REMOTE_ADDR: 192.168.0.1). [Fri May 7 09:35:52 2010][Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][580] 000020D6: SvcErr: DSID-03100754, problem 5012 (DIR_ERROR), data 0 The config.pm for the customer sections is : # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'pdc.test.local', # ldap base dn BaseDN => 'ou=test,o=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=otrs_ldap,CN=Users,DC=test,DC=local', UserPw => 'vali1982!', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # die if backend can't work, e. g. can't connect to server Die => 1, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], # [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], # [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], # [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], # [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], };

2 1

Accounting with bulk and automated tasks
by Ton Kersten 07 May '10

07 May '10

Hello all, I'm testing OTRS 2.4.7 to upgrade our old installation. In the past we created a very small patch to allow for time accounting with bulk actions and automated tasks (generic agents). We do use some shell script to create billing information for our customers, based on accounted ticket time. When I have a look in the time_accounting table I see that when I close a couple of tickets with a bulk action (same for the automated tasks) I see that every closed ticked gets the allotted time. So when I automatically close e.g. 1.000 tickets with a time unit of 10, all tickets get 10 resulting in 10.000 time units accounted. In our patch (that does not work well in 2.4.7) only the first ticket closed got the accounted time, keeping things fair (I think). Is there a way, anybody knows about, to count only the time for 1 ticket when in a bulk action or a generic agent? Searched the web and the admin manual without any success. Thanks in advance. Cheers, TonK -- AT Computing Linux/UNIXperts, opleiders & oplossers Tel +31 24 352 72 82 Kerkenbos 12-38 Tel cursussecretariaat: +31 24 352 72 72 6546 BE Nijmegen Fax +31 24 352 72 92 Postbus 1428 info(a)atcomputing.nl 6501 BK Nijmegen www.atcomputing.nl 'If you think education is expensive, then try ignorance.'

1 0

Accounted Time set via postmaster filters?
by TechFan 07 May '10

07 May '10

Hello all, We are implementing OTRS for our support department. We are very dependent on tracking issues and responding via email. We have set up some filters that allow us to update a ticket's status with an email response, but I am hoping to be able to do more. Is there a Header that can be set somehow that will automatically add to the Accounted time when a response is received via email? I would like to be able to add time to the ticket accounted time by putting some value in an email response. I don't see any headers in the postmaster filter (2.4.7 on windows) that can be set to accomplish this. Is there a hidden filter that can be set? In a related question, I am hoping to set the owner of new tickets created via email by putting the information in the body of the email. I do not see a way to use a value found by a filter as the data for the X-header I am trying to set. Is this possible? Thanks a lot!

1 0

New Ticket immediate close no notification
by Travis Simmons 06 May '10

06 May '10

Hey, When we create a ticket and immediately close it, is there a way to stop the agent notification for a new ticket on the queue? I know when we do an immediate close it doesn't send a notification to the client but it still does a SendAgentNotification Any ideas would be great. -- Travis Simmons --

1 0

Re: [otrs] 3. how to handle customers without email adress ? (Alexander Halle)
by Martignier, Philippe 06 May '10

06 May '10

Hi Alexander, This is what we did: - creation of a dummy user (in our case I named it : 00phone ) as 0 is one of the bigger key on the keyboard and you need at least two char to begin the auto research - creation of freefield named Phonefor00phone. That field will contain the phone number of the customer It is cleat that you loose a bit of the functionality of OTRS about the history as all non-email users are mixed, but I see no other solution at the time being. Cheers Philippe 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.

3 3

how to insert images in an FAQ article
by Silver springs 06 May '10

06 May '10

Hi, Could anyone let me know how to insert images in an FAQ article . I was trying to copy and paste stuff but I could not paste the images into FAQ article. Please help. Thanks Winter

2 1

StaticDB question
by Gator SLP 06 May '10

06 May '10

Hello Wise people, Please can you advise on your experiences with RuntimeDB Vs StaticDB. We have a db currently consisting of 120,000 tickets. Do any of you have good/bad experiences using one or the other of the above? We curently use RuntimeDB but am looking into possibly changing to StaticDB. thanks for any tips. N

1 0

Module Kernel::Modules::AgentLinkObject not registered in Kernel/Config.pm!
by Markus Moj 06 May '10

06 May '10

Hi, I have a problem. I have a test enviroment and want to test the new ITSM 2.0.2 features like change management. This works until i want to link a chage to a ticket or ci or what ever. Everytime I hit the "link" button I get the above mentiond exception. Can any body help me find out where the problem is? The system is a 1:1 "backup" of my running system which is currently OTRS 2.4.7 with ITSM 1.3.2 and there the linking is working just fine. Is there a Bug in the actuall ITSM 2.0.2 which disables this feature? 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

Escalation notification frequency
by Namwoonde, Letty 06 May '10

06 May '10

Good day I would like to find out how to control how frequent escalation notifications can be sent. Thanks Regards Letty ************************** The information contained in this e-mail is confidential and may be subject to legal privilege. If you are not the intended recipient, you must not use, copy, distribute or disclose the e-mail or any part of its contents or take any action in reliance on it. If you have received this e-mail in error, please e-mail the sender by replying to this message. Any views expressed in this message are those of the individual sender, except where the sender expressly, and with authority, states them to be the views of Telecom Namibia Limited.

1 0

-e: Malformed multipart POST
by Leonardo Certuche 05 May '10

05 May '10

Hello there, After upgrading to the latest OTRS version our agents sometimes get the error "Malformed multipart POST" losing the info they've written to a ticket. Apache log gives just the same information: [Wed May 05 09:06:52 2010] [error] [Wed May 5 09:06:52 2010] -e: Malformed multipart POST\n [Wed May 05 13:59:48 2010] [error] [Wed May 5 13:59:48 2010] -e: Malformed multipart POST\n [Wed May 05 14:26:54 2010] [error] [Wed May 5 14:26:54 2010] -e: Malformed multipart POST\n [Wed May 05 15:07:09 2010] [error] [Wed May 5 15:07:09 2010] -e: Malformed multipart POST\n [Wed May 05 16:27:29 2010] [error] [Wed May 5 16:27:29 2010] -e: Malformed multipart POST\n [Wed May 05 16:30:36 2010] [error] [Wed May 5 16:30:36 2010] -e: Malformed multipart POST\n [Wed May 05 16:31:51 2010] [error] [Wed May 5 16:31:51 2010] -e: Malformed multipart POST\n How can I debug this error message? Any help is much appreciated. Thanks, Leonardo Certuche www.itconsultores.com.co

1 0

OTRS licensing terms for code changes
by Lalitha 05 May '10

05 May '10

Hi, We are going to use OTRS 2.4 as ticketing system for one of our product. I have some requirements in the OTRS agent login GUI. 1. Updating Ticket Last Updated Time When there is any customer reply. 2. Sort the Agent Ticket Queue View By Last Updated Time. I found the following link in the forum which is helpful for my requirment. http://www.mail-archive.com/otrs@otrs.org/msg23627.html But, the post suggests a few code changes in the otrs core files like ticket.pm and article.pm etc. I want to know what is the licensing terms regarding any code changes. I went thru the AGPL license text and didnt understand much clearly. I also searched the otrs forums and mailing list and cudnt find anything related to licensing. And the OTRS 2.4 admin manual talks only about the documentaion changes under the section 'GNU Free Documentation License<http://doc.otrs.org/2.4/en/html/a37108.html>' and not about the Code modifications. Can you please advice me about the action required for code modifications as per the AGPL licensing terms. I need this help urgently. Thanks in advance. Regards, Lalitha.

2 2

otrs 2.4.7 dashboard - unlocked tickets
by Alessandro d'Ambrosio 05 May '10

05 May '10

Hi, In the agent dashboard Is there a way to show tickets with an unlocked status? In the AgentDashboardTicketGeneric.dtl file in C:\Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard I found this part that shows Locked Tickets:  <tr> <td class="small" width="70%"> <a href="#" onclick="AJAXContentUpdate('$QData{"Name"}', '$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Element&Name=$QData{"Name"} &Filter=Locked'); return false;" style="$QData{"Locked::Style"}">$Text{"Locked Tickets"} ($QData{"Locked"})</a> <tr> So, how can I edit this file in order to show unlocked tickets too? Thanks you very much Alessandro

1 0

Customer creation account failure when using multiple backends
by Daniele Gagliardi 05 May '10

05 May '10

Il 05/05/2010 14.00, otrs-request(a)otrs.org ha scritto: > Hi, > > Do you try otrs.checkModules in OTRS/bin directory to check if a module > isn't installed ? > > Hope this help > Hi Guillame, yes, I did it, everything is OK, every needed module is installed. And in fact I can successfull login customers authenticating them on multiple backends, and also retrieve their informations. The problem is only with customer's self registration and customer's lost password procedure. I've found also the piece of perl code which seems to fail, and the possible reason. I've posted it on OTRS user's forum. Thanks for your response

1 0

Re: [otrs] Customer creation account failure when using multiple backends
by Daniele Gagliardi 05 May '10

05 May '10

Hi James, Il 04/05/2010 0.04, otrs-request(a)otrs.org ha scritto: > Message: 4 > Date: Mon, 3 May 2010 09:15:08 -0700 > From: James Hoegl <james.hoegl(a)gmail.com> > Subject: Re: [otrs] Customer creation account failure when using > multiple backends > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <v2sb71172a1005030915r69f1262bqb55d767b4516be5f(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > verify the LDAP module for PERL is installed and working. > thanks for your quick response. LDAP module for PERL is installed and working correctly, I am able to authenticate customers on LDAP and retrieve customers informations from LDAP. The problem is only with self-regsitration and lost password procedures: both procedures fails respectively with following messages: 1) (for customer's self-registration procedure) "Can't use an undefined value as a HASH reference at C:/Programmi/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/Web/InterfaceCustomer.pm line 555, <DATA> line 275." 2) (for customer's lost password procedure) "Can't call method "GenerateRandomPassword" on an undefined value at C:/Programmi/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/CustomerUser.pm line 466, <DATA> line 275." What else should I check? Thanks for your attention Daniele

2 1

Changing Colors on Customer Login Screen
by Fusco, Joe 04 May '10

04 May '10

We have OTRS 2.4.5 using the Jumpbox template. I want to customize the customer login screen with different colors and text. I found the text in CustomerHeader.dtl but the color settings are not there. Several messages in the archives mention .css files and even CustomerHeader refers to "$Config{"Frontend::CSSPath"}Standard/customer.css" but I can't seem to locate *any* CSS files. Any help would be appreciated. Joseph F. Fusco, Jr. I.T. Supervisor [cid:image003.jpg@01CAEB6B.094957B0] 202 McElroy Hall Stillwater, OK 74078 Office: (405) 744-5613 Mobile: (405) 338-8443

2 1

Regarding 'Types'
by An Me 04 May '10

04 May '10

Hi All, I added new types from Admin web interface.Then restarted both mysql and apache. Then logged in as customer form customer web interface.But the types option is not showing up as the customer tries to make a new ticket. Regards, An

2 1

error message Ticket View
by Danie Theron 04 May '10

04 May '10

Hi All , Getting this error when user is trying to access the "Ticket View" link in otrs : ERROR: OTRS-CGI-20 Perl: 5.8.8 OS: linux Time: Tue May 4 16:03:49 2010 Message: No Config option found for 508018! Traceback (25169): Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.48) Line: 928 Module: Kernel::Modules::AgentTicketQueue::Run (v1.66) Line: 193 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (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 Using OTRS 2.4.2 , with AD integration , MySQL , charset utf8 Tried searching the otrs archives but not getting any desired results , any help will be appreciated.

1 0

Re: [otrs] Panic No user Data
by Daniele Gagliardi 04 May '10

04 May '10

Hi James (sorry for my previous post, I didn't see entire message where you did configure also LDAP backend). Il 04/05/2010 12.18, otrs-request(a)otrs.org ha scritto: > 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..." > I have the same configuration, and it works for me (I have two backends for customers to which I authenticate and store them). It seems to me that the only difference is in a new section on LDAP backend configuration: Params => { # # ldap host Host => ... ... # # die if backend can't work, e. g. can't connect to server Die => 1, # # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, Hope this can help to solve. Daniele

1 0

Re: [otrs] Panic No user Data
by Daniele Gagliardi 04 May '10

04 May '10

Hi James, you need to configure also the database backend to retrieve informations of your customer on LDAP. Search for the section starting with: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', and comment it (this is the default backend on OTRS DB), and then uncomment and configure follwing section starting with: CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', You can also have multiple customer backends: you only need to change $Self->{CustomerUser} setting a progressiva number 1,2... ( $Self->{CustomerUser1}, $Self->{CustomerUser2},...) and configuring each section. You fill find more on http://doc.otrs.org/2.3/en/html/x1638.html#multiple-customer-backends Bye Daniele

1 0

Re: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time
by Florian Houel 04 May '10

04 May '10

The template AgentTicketOverviewSmall.dtl is used by TicketOverviewSmall.pm (OTRS\Kernel\Output\HTML) This .pm program gets a lot of data in an array and then calls the .dtl template with this data array. You'll find a my %Article = $Self->{TicketObject}->ArticleLastCustomerArticle( TicketID => $TicketID ); (line 112 from the .pm) that gets a lot of data from the article. Then, this array is used while the .dtl template is invoqued $Self->{LayoutObject}->Block( Name => 'Record', Data => { %Article, %UserInfo } ); and it's content is available in the .dtl file. If you have a look into the ArticleLastCustomerArticle and into ArticleGet (that you find in Ticket.pm), you find the list of available article attributes: TicketID, Title, QueueID, Queue, StateID, LockID, PriorityID, Priority, Age, CreateTimeUnix, Created, Changed, etc. Now, just try changing this .dtl line : $Data{"StartFont"}$QData{"Age"}$Data{"StopFont"} to this : $Data{"StartFont"}$QData{"Created"}$Data{"StopFont"} Hope that makes sense and helps Florian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Alessandro d'Ambrosio Envoyé : lundi 3 mai 2010 11:30 À : 'User questions and discussions about OTRS.' Objet : [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time Thank you Mike, I found the .dtl page but I don't know how perl interprets the name of db fields. In the Database I see a table named "ticket" with many informations about them. There are "cretae_time" and "change_time" in this table but I don't know how to show them in the web interface. Thanks Alessandro Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di James, Michael Inviato: venerdì 23 aprile 2010 13.17 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time Hi Alessandro, I think the search results page is displayed using AgentTicketOverviewSmall.dtl (i think that is one of three view modes). You could edit this file to have your fields displayed. Under the block:  You'll find the column headers. Under the block:  You'll find the data configuration for the columns. You could replace Age with create time to solve one of your problems, and rename the column. If you added a column, you would obviously have to extend the column span under  Maybe someone who has already added a column to this view could shed some light on the exact procudure for that. Thanks Mike ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alessandro d'Ambrosio Gesendet: Freitag, 23. April 2010 11:45 An: 'User questions and discussions about OTRS.' Betreff: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time Hi, I have this question: I would like to perform a custom research in my otrs (ver.2.4.7) when I log in as an agent. In the Agent Ticket Search Result page I'd rather see these fields: Ticket Create Time Close Time From State Ticket Agent Customer ID Than: Tcket Age(!!!) From State Ticket Agent Customer ID In versione 2.3.4 I've got the AgentTicketSearchResultShort.dtl file (in Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this without success :-( . In 2.4.7 version I haven't found any .dtl file to edit. Anyone can help me? Thanks, Alessandro

2 1

OTRS experienced oom (out of memory)
by Tiger YX He 04 May '10

04 May '10

Dear All, Yesterday, my OTRS box (running on Centos 5.4 , otrs ver: 2.4.7) experienced out-of-memory. The below log was captured before the problem occurred. After about 3 hours, oom-killer killed some application include mysqld and httpd and the service was resumed. Have someone can help me to find out the root cause? Thanks a lot. =================================================================== [Mon May 3 18:57:55 2010] -e: DBD::mysql::st execute failed: 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 '(LOWER(login) NOT LIKE LOWER('%@%') AND LOWER(first_name) NOT LIKE LOWER('%@%') ' at line 1 at /opt/otrs//Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon May 3 18:57:55 2010 Message: 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 '(LOWER(login) NOT LIKE LOWER('%@%') AND LOWER(first_name) NOT LIKE LOWER('%@%') ' at line 1, SQL: 'SELECT login , first_name, last_name, email FROM customer_user WHERE ((LOWER(login) NOT LIKE LOWER('%ablerainbow%') AND LOWER(first_name) NOT LIKE LOWER('%ablerainbow%') AND LOWER(last_name) NOT LIKE LOWER('%ablerainbow%') AND LOWER(customer_id) NOT LIKE LOWER('%ablerainbow%')) (LOWER(login) NOT LIKE LOWER('%@%') AND LOWER(first_name) NOT LIKE LOWER('%@%') AND LOWER(last_name) NOT LIKE LOWER('%@%') AND LOWER(customer_id) NOT LIKE LOWER('%@%')) ) AND valid_id IN (1) LIMIT 250' Traceback (15009): Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.78) Line: 274 Module: Kernel::System::CustomerUser::CustomerSearch (v1.55) Line: 178 Module: Kernel::Modules::AgentCustomerSearch::Run (v1.15.2.1) Line: 67 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 [Mon May 3 18:57:55 2010] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs//Kernel/System/DB.pm line 622. ======================================================================= hpsbigcat

1 0

Reset password failure when using multiple backends
by Daniele Gagliardi 03 May '10

03 May '10

Hi all, I've installed OTRS 2.4.7 on my Windows XP laptop. I've configured my OTRS installation to authenticate users both on OTRS database and our internal company LDAP, setting configuration in Kernel/Config/Defaults.pm following instruction on administration manual (page 114 on pdf). Always ok, I can login using local OTRS db account and using LDAP account. After that I tried to recover a password for a OTRS db account using functionality exposed on customer login module. OTRS sens me correctly an e-mail with a link to activate change password, I receive the message in my mail box, check the url and OTRS fails with a web page containing the message: Can't call method "GenerateRandomPassword" on an undefined value at C:/Programmi/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/CustomerUser.pm line 466, <DATA> line 275. Sadly in C:\Programmi\OTRS\OTRS\var\log\otrs.log there is no other information. What's wrong with my multiple backend configuration? Thanks for your response Daniele Gagliardi

2 2

Re: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time
by Martignier, Philippe 03 May '10

03 May '10

I did :) Do not forget to change also the filters ... and created as field wont work you have to put $Data{"Created"} and then filters will work Hope it helps :) I changed also the name in front of the date display (in the other views) as it is not a created date but a last modified date ... Did a remark on this a few days/weeks ago here but got no feedback :) Enjoy Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 3. mai 2010 13:53 To: otrs(a)otrs.org Subject: otrs Digest, Vol 20, Issue 4 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. R: OTRS 2.4.7 - Agent Tickets Search Result Close time (Alessandro d'Ambrosio) 2. Re: R: OTRS 2.4.7 - Agent Tickets Search Result Close time (Florian Houel) ---------------------------------------------------------------------- Message: 1 Date: Mon, 03 May 2010 11:30:11 +0200 From: Alessandro d'Ambrosio <alessandro.dambrosio(a)unimi.it> Subject: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Message-ID: <004601caeaa3$3ac46a00$b04d3e00$%dambrosio(a)unimi.it> Content-Type: text/plain; charset="iso-8859-1" Thank you Mike, I found the .dtl page but I don?t know how perl interprets the name of db fields. In the Database I see a table named ?ticket? with many informations about them. There are ?cretae_time? and ?change_time? in this table but I don?t know how to show them in the web interface. Thanks Alessandro Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di James, Michael Inviato: venerd? 23 aprile 2010 13.17 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time Hi Alessandro, I think the search results page is displayed using AgentTicketOverviewSmall.dtl (i think that is one of three view modes). You could edit this file to have your fields displayed. Under the block:  You?ll find the column headers. Under the block:  You?ll find the data configuration for the columns. You could replace Age with create time to solve one of your problems, and rename the column. If you added a column, you would obviously have to extend the column span under  Maybe someone who has already added a column to this view could shed some light on the exact procudure for that. Thanks Mike _____ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alessandro d'Ambrosio Gesendet: Freitag, 23. April 2010 11:45 An: 'User questions and discussions about OTRS.' Betreff: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time Hi, I have this question: I would like to perform a custom research in my otrs (ver.2.4.7) when I log in as an agent. In the Agent Ticket Search Result page I?d rather see these fields: Ticket Create Time Close Time From State Ticket Agent Customer ID Than: Tcket Age(!!!) From State Ticket Agent Customer ID In versione 2.3.4 I?ve got the AgentTicketSearchResultShort.dtl file (in Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this without success :-( . In 2.4.7 version I haven?t found any .dtl file to edit. Anyone can help me? Thanks, Alessandro

1 0

OTRS 2.4.7 - Agent Tickets Search Result Close time
by Alessandro d'Ambrosio 03 May '10

03 May '10

Hi, I have this question: I would like to perform a custom research in my otrs (ver.2.4.7) when I log in as an agent. In the Agent Ticket Search Result page I'd rather see these fields: Ticket Create Time Close Time From State Ticket Agent Customer ID Than: Tcket Age(!!!) From State Ticket Agent Customer ID In versione 2.3.4 I've got the AgentTicketSearchResultShort.dtl file (in Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this without success :-( . In 2.4.7 version I haven't found any .dtl file to edit. Anyone can help me? Thanks, Alessandro

2 2

No notification after creating ticket through web
by Florian Houel 03 May '10

03 May '10

You can restrict customer allowed queues either with an ACL rule or by using the CustomerPanelOwnSelection parameter in SysConfig. Please see the article in OTRS's Wiki on http://wiki.otrs-forum.de <http://wiki.otrs-forum.de/> . The agent receives a notification when the ticket is created in one of its "preferred queues". Hope this helps, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Erik van Ast Envoyé : lundi 26 avril 2010 14:39 À : otrs(a)otrs.org Objet : Re: [otrs] No notification after creating ticket through web Dear mister de Pauw, Thank you for your reply. When I create a ticket from the customer website, the customer can choose in which queue it must be placed. At the moment we have 3 different queues. One "main" queue intended for all tickets to be placed in and 2 "sub" queues under the "main" queue. I want only the administrators to be able to move the tickets from the "main" queue to the "sub" queues. When I ask the customer to send an email to our OTRS system, a ticket is created, and the customer get's an email with the new ticket number and some info. That response comes from an auto response on the "main" queue (call it queue A) and the agent (me) also gets an email, but that email comes from the "notification" (en::Agent::NewTicket). When the customer however creates the ticket from the customer.pl website, it can choose which queue to place it in (I don't want that. How can I set-up that all new tickets from the website are automatically put in the "main" queue?). When it places it in the "main" queue, everything works fine, but if they put it in one of the "sub" queues (call it queue A1), the customer gets an auto response from that queue, but the agent gets no notification email. Does the "en::Agent::NewTicket" notification only work on the "main" queue and not on a "sub" queue? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast

1 0

How to change TicketNr Syntax
by ml ml 03 May '10

03 May '10

Hello List, we use the default OTRS Ticket syntax. However, we run into problems when communicating with other OTRS systems. How can i change my Ticket Sytax savly without breakting the whole system? :-) Cheers, Mario

3 4

Change Ticket State on Customer E-Mail Reply
by ml ml 03 May '10

03 May '10

Hello List, if i write a customer an e-mail and set the status to "pending..." and the customer replies...then the Ticket-State does not change and its still pending. I thought its the default behavior, that the state changes from pending to open in this case. If not....how can i accomplish this? Thanks, Mario

2 6

SetPermissions on Solaris 10
by Michael Mayaka 03 May '10

03 May '10

Hi ALL, I recently shifted to Solaris 10 and using sun webstack and postgresql. All is running well except that am unable to correctly set permissions (Using SetPermissions.pl); what should I put as --web-user ? Rgds Michael

1 1

Panic No user Data
by James Hoegl 02 May '10

02 May '10

Hello all, Im attempting to configure OTRS 2.4 "customers" with LDAP and I keep getting stopped at Panic No user data, or basically getting the data into the database. I was able to get the agents in no problem after I found the correct function call, but customers are giving me a huge problem. Ive tried all the various methods I have found on the net but none of them work. Im sure its a database mapping issue, but I cant figure it out. The OTRS database is the default setup. Any idea? Here is my config, both agent and customer. #::::::::::::::::::::: #:: For Agent AUth :: #::::::::::::::::::::: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'server.domain.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Ticket System,OU=IT,OU=groups,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password'; # Cn case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; #Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS Admin,OU=IT,ou=groups,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; #Agent LDAP to DB mapping $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; ############### #Customers ############### $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=Ticket System,OU=IT,OU=Groups,dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # Cn case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; #Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS Corp,OU=Groups,DC=domain,DC=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.domain.local', BaseDN => 'dc=domain,dc=local', SSCOPE => 'sub', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'customer_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login';

1 0

Re: [otrs] customer users cant login
by Ryan Miguel 30 Apr '10

30 Apr '10

Guillaume, Thanks for the help; Your suggestions got me on the right track! This is what ended up working: #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dc-gilroy-2.rcskids.org'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=rcskids,dc=org'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Agent,cn=Users,dc=rcskids,dc=org'; #admin had given me the wrong info (I was using cn=otrsagent but when I checked w/ him again we verified that it was cn=OTRS Agent) $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc-gilroy-2.rcskids.org', BaseDN => 'OU=staff,DC=rcskids,DC=org', #not the same as above because our AD search user is not in the same OU as our staff SSCOPE => 'sub', UserDN =>'rcskids\otrsagent', # this works fine UserPw => 'Q2w3e4r5', }, ryan ------------------------------ Message: 4 Date: Fri, 30 Apr 2010 11:32:08 +0200 From: Guillaume Rehm <Guillaume.Rehm(a)bnu.Fr> Subject: Re: [otrs] customer users cant long in To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4BDAA398.1030700(a)bnu.Fr> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" Hi, Find in attached file my modifications. Do a compare file to understand changes. Hope this help __________________ ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

1 0

Loading settings for SysConfig via file ...
by Kiffin Gish 30 Apr '10

30 Apr '10

Could someone please point me to more detailed information about the load settings facility on the sysconfig page? I've scanned through the documentation, and although this is mentioned it is not explained enough so that I can understand it. This is handy for a customer specific package of settings that needs to take effect within OTRS, more specifically via calls to $Self->{ConfigObject}->Get('Module::Name::Thing'), etc. How does one get this to appear somewhere in the sysconfig page so that the customer can later edit it to fit his/her specific requirements. Thanks in advance, Kiffin -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

1 0

auto-set responsible on e-mail tickets
by noclist＠sysmic.it 30 Apr '10

30 Apr '10

Hi we cannot find how to set a responsible on e-mail tickets, we need to set a different responsible based on the queue and email address. example: if the mail come to: support(a)example.com queue to "support" queue and set responsible to: "supportboss(a)example.com" tried with postmaster filters but no luck.... Thanks Marco

2 2

Unable to change "empty answer".
by Jan Johansson 30 Apr '10

30 Apr '10

Hello! When i want to change the "empty answer" (or rather to see which tags the template uses), i select empty answer and click "change"; but the edit fields does not get populated. Any idea why? (2.4.7 Ubuntu Server)

2 3

Having a brain fart
by Garren McKelvey 30 Apr '10

30 Apr '10

Hello great gurus of knowledge, I completely forgot how to do this and I'm hitting a wall when I try to remember. I want to create a new button at the top of the dashboard. Similar to Dashboard, Ticket, Calendar, etc. And I want to link the button to an external site. I have a custom icon I can use also. Does anyone know what file I have to edit to get that in? -Garren McKelvey Roomlinx Network Support Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 gmckelvey(a)roomlinx.com <mailto:gmckelvey@roomlinx.com> Phone: 303-544-1111 xt. 112 Fax: 303-544-1110 http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX "The information contained in this message may be privileged, confidential, and protected from disclosure. If you are not the intended recipient, or an employee, or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting from your computer. Opinions, conclusions, and other information in this message that do not relate to official Roomlinx business are those of the sender and are neither given nor endorsed by Roomlinx INC.".

2 1

Regarding proxy settings
by An Me 30 Apr '10

30 Apr '10

Hi, I am trying to run otrs behind a proxy..I set the proxy settings in Core::Package frm Admin web interface.But then on restarting the apache nothing has changed.I checked the Config.pm file, the change is not reflected and no entry is there for proxy in it. Regards, An

2 3