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MailAccountFetch Stuck
by aledr 20 Nov '15

20 Nov '15

Hi! On OTRS 5.0.X (running 5.0.3) MailAccountFetch is getting locked after a while. Looking at the Daemon summary we see it running for minutes or hours without fetching new messages and not closing connection to our mail server (netstat shows an open connection). --------------------------------------- sudo -u wwwrun /srv/otrs/bin/otrs.Console.pl <http://otrs.console.pl/> Maint::Daemon::Summary Handled Worker Tasks: NAME TYPE NID PID DURATION MailAccountFetch Cron 001 00014971 9.8 Minute(s) netstat -apn | grep XXX.XXX.XXX.XXX tcp 0 0 192.168.100.4:58715 XXX.XXX.XXX.XXX:993 ESTABLISHED 16218/perl --------------------------------------- And also, after stoping Daemon one process still running. sudo -u wwwrun /srv/otrs/bin/otrs.Daemon.pl stop otrs.Daemon.pl - the otrs daemon Copyright (C) 2001-2015 OTRS AG, http://otrs.com/ Daemon stopped ps aux | grep otrs wwwrun 16218 0.0 1.2 151564 52436 ? S Nov19 0:00 /usr/bin/perl -X /srv/otrs/bin/otrs.Daemon.pl start Thanks. -- [ ]'s Aledr - Alexandre

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Set watcher using SOAP
by Branislav Brna 20 Nov '15

20 Nov '15

Hello, we are generating tickets utilizing soap and we would like automatically set watcher for certain type of tickets on designated agents. I looked around and found this reference in API manual: TicketWatchSubscribe() to subscribe a ticket to watch it my $Success = $TicketObject->TicketWatchSubscribe( TicketID => 111, WatchUserID => 123, UserID => 123, ); I understand how this works, but I cant figure out how to call this through soap. Any suggestions? WIth regards Branislav Brna

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delete tickets
by Eugene Polyanichko 20 Nov '15

20 Nov '15

Hi, i'm using old otrs 3.1.7 and there is around 170k tickets, that I need to delete. I'm using generic agent, but the process is VERY slow. It takes around 5-10 second to delete one ticket and there is actually no load on hardware (load average: 0.25, 0.20, 0.12), everything is idle. Are there any ways to make this process faster?

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System Monitoring Acknowledgement Characters - %0D
by John O'Neill 20 Nov '15

20 Nov '15

Hi All, Firstly forgive me if this has been asked already, I have looked around but cant seem to find a conclusive answer to the question, I am coming back to OTRS after some years out so I may as well be a noob. We have OTRS up and running and Nagios is sending in alerts and clearing them down when they issue resolves in Nagios so all is well on that front. The problem we have is that when we lock the ticket it is supposed to send an acknowledgement to Nagios, - I can see this in the Nagios logs but the problem is that we are seeing some characters inserted after the hostname which is stoping the command executing, it looks like the following /nagios/cgi-bin/cmd.cgi?cmd_typ=33&cmd_mod=2&host=rimdub-dummy-03.rim.local%0D I cannot for the life of me figure out where the %0D is coming from, if anyone out there has seen this before I would really appreciate a pointer on how to get around this issue Many thanks, John

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OTRS ticket validation
by Rose Dowson 20 Nov '15

20 Nov '15

Hi, I want to know if I can create a ticket just for validation I mean when I create a new ticket for an agent just I need to reply with his validation not to let him write a text just click ok or Not ok . There is an option for OTRS solution can solve my problem ? I need your help please. Regards.

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can't close some tickets don't display the close option
by Underwood, John (DET-JMW) 19 Nov '15

19 Nov '15

I have a few tickets that we can’t close because the button is not there. It is probably obvious but after hours of looking I have to ask. Thanks John

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AutoWatch
by Rob Shears 19 Nov '15

19 Nov '15

Next question, which I can implement externally to OTRS without any real problem, but which for 'professional pride' I'd like to have part of the OTRS solution itself. Flow . Customer(a)domain.com opens a new ticket . Postmaster Filter grabs 'domain.com' and inserts header to tag as CustomerID . Ticket is created . Generic Agent grabs ticket, runs some rules to categorize service/sla/queue . Agents are notified 'ticket in queue' Now, that all works a treat. I want to do something a bit off the cuff however, but should be within the capability of OTRS I'd think. As well as agents who resolve tickets, all my account managers, who handle client relationships have agent accounts and access to OTRS. While I know they can manually go in and subscribe to tickets, I want to short circuit that step. Ideally, I want to email the account manager on a new ticket, give them the 'guts' of the tickets (top 10 lines of the email, service, SLA, originating address etc) and a quick-click link to subscribe to the ticket if they wish. 1 single email, they can get an overview and know if they need to be kept 'in the loop' via email on ticket updates. Some guy made an AutoWatch module for OTRS 3.x, it won't install on 4.x, I may have to modify it but at that point I'm probably just going to stick with doing this via stored procs and triggers on the MSSQL backend. I can kind of dummy it out with Generic Agent, stick it in a queue for the account manager, send a note-internal with a watch link (somehow, it is just a post action, can't be that hard right? o.O), then go through with further processing, but I'd have to manually come up with rules to do that for all the key customers, which is fairly inefficient and not very scalable or sustainable. Any guidance or pointers on a 'cleaner' way to do it? Cheers Rob.

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Issue with states and priority
by Rob Shears 19 Nov '15

19 Nov '15

Moving on from my last problems, I now have a new challenge that is causing me to pull my hair out. I have defined via the GUI a whole set of new ticket states (8 in total) and set to invalid all the default states (except new). I have gone through sysconfig and looked at everywhere that 'state' shows up, there are a bunch of places that list a set of states that are available as 'next states' on tickets, and I've filled those in with all my new states. Nowhere that a drop down list appears to select the 'next state' are my custom states presented. In most cases, due I guess to the above changes to mark invalid the default states, the dropdown lists are empty. I have also reconfigured the priorities, renaming the existing ones. In most cases, the new names are not reflected in drop down lists. I'd love some guidance on where the config went wrong, or what I can present to the group to assist in getting this working properly. Cheers Rob.

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Re: [otrs] OTRS 4, unable to start scheduler
by Branislav Brna 18 Nov '15

18 Nov '15

Hi, I already tried that with same results. One other thing that I discovered is that when I run ps -u otrs I get: PID TTY TIME CMD 27247 ? 00:00:00 otrs.Scheduler. Which stays there till I don't kill it manually. I created exactly same setup in virtual machine that is running MYSQL where scheduler is working just fine. Could MSSQL be causing scheduler not starting? Also any idea why are error log files created, but empty? On 16 November 2015 at 16:07, bahram salim <salim.bahram(a)hotmail.fr> wrote: > Hello, > > try otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a start -f > > ------------------------------ > Date: Mon, 16 Nov 2015 15:12:17 +0100 > From: branislav.brna(a)gmail.com > To: otrs(a)otrs.org > Subject: [otrs] OTRS 4, unable to start scheduler > > Hello, > I just freshly installed OTRS4 for client on Centos 6.5 with MSSQL. I > managed to get database connection working, but for some reason that I cant > figure out I am unable to get Scheduler running. I can start Cron fine, but > when I try to run otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a start > and then otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a status I am > still getting Not running! I also found multiple error logs in /var/log/ > folder with name SchedulerERR, but all log files are empty. Any idea what > might be causing this behavior? > > Branislav > > --------------------------------------------------------------------- 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 >

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OTRS 4, unable to start scheduler
by Branislav Brna 16 Nov '15

16 Nov '15

Hello, I just freshly installed OTRS4 for client on Centos 6.5 with MSSQL. I managed to get database connection working, but for some reason that I cant figure out I am unable to get Scheduler running. I can start Cron fine, but when I try to run otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a start and then otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a status I am still getting Not running! I also found multiple error logs in /var/log/ folder with name SchedulerERR, but all log files are empty. Any idea what might be causing this behavior? Branislav

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Missing characters in Ticket Notifications
by Yılmaz Bilgili 12 Nov '15

12 Nov '15

Dear list members, I upgraded my setup to otrs 5 patch level 2 from otrs 4x. For now, the only problem I have is with some Turkish characters in Ticket Notifications. There is no problem while typing the text. But after saving, some characters lost even I use default or unformatted template. Any help is appreciated. Best regards, YB

2 2

OTRS' Passwords LDAPxInternal
by Cosme Faria Corrêa 10 Nov '15

10 Nov '15

Hi, I have a situation here: 1. A create an account in LDAP 2. It is working with PAM, without problems 1. PAM is about using LDAP for Linux accounts too 3. I setup OTRS for using LDAP accounts agents 4. I made may first login with success 5. I changed my password, inside OTRS 6. Now I can use 2 passwords, old and new, with OTRS 7. I can use only my old password with PAM Is this the normal behavior? Is there a way to have synchronization? TIA -- Cosme Corrêa +55 21 4042-6606 CanalSAC O Nosso Negócio é Relacionamento

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Error - Dashboard is empty after upgrade
by Placide Lysias NJAMI 09 Nov '15

09 Nov '15

After an upgrade to 5.0.2 (From 4.0.1), everything is working except that Dashboard is empty (no tickets appear): Below the error log : Module Kernel/Output/HTML/DashboardEventsTicketCalendar.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Module Kernel/Output/HTML/DashboardTicketGeneric.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Module Kernel/Output/HTML/DashboardTicketQueueOverview.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Module Kernel/Output/HTML/DashboardCalendar.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Cdt ! Placide

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Cannot see ticket-list on dashboard w/o all authority on the group.
by Hisatoshi Onishi 09 Nov '15

09 Nov '15

Hi lists, I found that users with "NOT ALL authority" in some target group cannot see any ticket status on the dashboard though have registered as favorite services/groups. But users with all one(and have registered as), can see it normally. I don’t know when or from, but I found that on OTRS 4.0.13 and 4.0.14. Is there any solution to solve? Best regards, Hisatoshi Onishi

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Turn off Auto Response for SPecific Accounts
by Scott R. Morgan 08 Nov '15

08 Nov '15

We are using an OTRS 3.3 appliance. How can we turn off auto-responses for specific sending email accounts like an out of office or other automated monitoring system email notifications? Thank you! "Good judgment comes from experience. Experience comes from bad judgment." - Will Rogers Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group

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Re: [otrs] . Turn off Auto Response for SPecific Accounts
by Placide Lysias NJAMI 08 Nov '15

08 Nov '15

Dear Scott, We achieve that need by using Auto Responses <---> Queues settings. 1. You can create a queue call "Monitoring" 2. Don't link any Auto Response to that Queue (New Ticket, follow up, etc. should not be applicable for that queue) 3. In the mail filter, redirect targeted mails to that specific Queue "Monitoring", by using their "Subject content", or "Sender email" Hope it will help. Best Regards / Cordialement ----- Placide NJAMI -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : 8 novembre 2015 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 86, Issue 12 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. Turn off Auto Response for SPecific Accounts (Scott R. Morgan) ---------------------------------------------------------------------- Message: 1 Date: Sat, 7 Nov 2015 15:53:07 +0000 From: "Scott R. Morgan" <smorgan(a)mamafus.com> Subject: [otrs] Turn off Auto Response for SPecific Accounts To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <BN1PR07MB3609AB1547B420B2C92778EBE170(a)BN1PR07MB360.namprd07.prod.outlook.co m> Content-Type: text/plain; charset="us-ascii" We are using an OTRS 3.3 appliance. How can we turn off auto-responses for specific sending email accounts like an out of office or other automated monitoring system email notifications? Thank you! "Good judgment comes from experience. Experience comes from bad judgment." - Will Rogers Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 86, Issue 12 ************************************

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Error Since doing 4.x to 5.01 Upgrade
by Vander Ploeg, Daniel B 07 Nov '15

07 Nov '15

Since upgrading to 5.0.1 (and now 5.0.2), I've been seeing the following error in the system log: OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-10 Data->{Params} format is invalid It happens every 10 minutes. Can anyone point me in the right direction to track this down? Thanks, Dan

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OTRS and PGP/MIME
by Walter Werner 06 Nov '15

06 Nov '15

Hi, this may sound like a stupid question, but does OTRS support PGP/MIME out of the box? We've encountered the use case that tickets sent by GPGTools users (Apple) with PGP/MIME don't get decrypted by OTRS. Instead, we get an empty message with two encrypted attachments. The syslog logs a notice event "Totally empty attachment part (1)". In order to read the message, we need to export the "encrypted.asc" file from OTRS and decrypt it locally, which is quite cumbersome. When googling for the issue, nothing really comes up. Is there anything crucial we're missing? We're running OTRS::ITSM 4.0.13 on Ubuntu. -- C ya /Walter

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otrs.AddCustomerUser.pl and otrs 5
by Florian Meier 05 Nov '15

05 Nov '15

Hi everyone! Where did the script go? I dont have it after upgrading from otrs 4 to otrs 5 :) Greetings Florian

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Installation of OTRS 5 fails
by Michael Dawart 05 Nov '15

05 Nov '15

Dear Group, I was trying to install the new OTRS on the identical server configuration where I have a running OTRS 4 installation. I am able to go through the installer but after setting up / loading tables to the MySQL database I got an error, in the log files I found this output: [Error][Kernel::System::Log::CleanUp][304] Can't remove shm for log: Operation not permitted Any idea on how to solve this? Yours, Michael

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Re: [otrs] Upgrading from 3.0.x
by Rob Mitchell 05 Nov '15

05 Nov '15

Thanks, Gerald, for your response. From the documentation I thought I'd be in good shape. I've set up the test server with OTRS 3.1, stopped services and copied over my config files from the 3.0.11 server: /opt/otrs/Kernel/Config.pm /opt/otrs/Kernel/Config/GenericAgent.pm /opt/otrs/Kernel/Config/Files/ZZZAuto.pm The database from 3.0.11 is restored to a database called otrs3, and although I could use any username I added a user to the otrs3 database with the same name and password as the production server and granted all privileges to otrs3. I've logged onto MySQL using the new credentials and made some table queries to make sure I can see the database properly with the credentials that match the restored Config.pm file. Obviously root works as well. When I ran the command cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs3 The script ran but yielded the following errors: ERROR 1005 (HY000) at line 225: Can't create table 'otrs3.#sql-e40_45' (errno: 150) ERROR 1005 (HY000) at line 226: Can't create table 'otrs3.#sql-e40_45' (errno: 150) ERROR 1005 (HY000) at line 227: Can't create table 'otrs3.#sql-e40_45' (errno: 150) ERROR 1005 (HY000) at line 229: Can't create table 'otrs3.#sql-e40_45' (errno: 150) ERROR 1005 (HY000) at line 230: Can't create table 'otrs3.#sql-e40_45' (errno: 150) ERROR 1005 (HY000) at line 234: Can't create table 'otrs3.#sql-e40_45' (errno: 150) ERROR 1005 (HY000) at line 235: Can't create table 'otrs3.#sql-e40_45' (errno: 150) ERROR 1005 (HY000) at line 237: Can't create table 'otrs3.#sql-e40_45' (errno: 150) ERROR 1005 (HY000) at line 238: Can't create table 'otrs3.#sql-e40_45' (errno: 150) ERROR 1005 (HY000) at line 239: Can't create table 'otrs3.#sql-e40_45' (errno: 150) MySQL documentation says this error (1005 with errno 150) results when a foreign key constraint is not correctly formed. I can see in the script that these line numbers are adding constraints, but I'm afraid I don't understand what's supposed to happen that didn't happen. Can you shed any light on what went awry with the FK constraint creations? Thanks much, Rob in Memphis

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Re: [otrs] CustomerCompany/CustomerGroup/CustomerID
by Rob Shears 04 Nov '15

04 Nov '15

To update based on questions: 'log' = open. So when I say 'log a ticket', I mean 'open a ticket'. 'reported' means to run reports. So, say I want to know how many tickets for company example.com were opened, handled in a specific manner, were within SLA's example, I need an easy way to group just these example.com tickets. 'customercompanysupport => 1 should work and by my understanding should change the CustomerID fields into a drop down list populated with the companies from the customer_company table. I am not getting a drop down list, when creating a new ticket, editing a ticket, or creating/editing a user. The objective: - fred(a)example.com<mailto:fred@example.com> - sally(a)example.com<mailto:sally@example.com> - joe(a)example.com<mailto:joe@example.com> All can open tickets by sending in an email. Example.com has an internal account manager, who should be notified his customer has a new ticket (he is an agent, but he is NOT responsible for actioning the ticket, he just needs to know a ticket is raised) (the 'account manager' is not defined anywhere yet, likely use a dynamic field or the comments field in customer_company) The tickets should go to 'normal' queue. When an agent takes action on these tickets, account manager for example.com should be cc'd the action. When a ticket is raised by sally(a)gmail.com<mailto:sally@gmail.com>, it will initially get filed to gmail.com, but when the agent realises that it is the same sally as sally(a)example.com<mailto:sally@example.com>, the agent should be able to choose example.com from a dropdown list in the CustomerID field to update this (not have to type it in), and that should trigger the alert to the account manager. Now, a lot of this functionality is beyond what I posted to otterhub or the list the other day, but I hope it helps to build a picture of the workflow we are building. The immediate problem is: CustomerID does not present as a drop down list. Most of the rest of the functionality is on hold until I can solve this. And the rest of the functionality may not end up 'native' to OTRS anyway, which is precisely why I'm running it on MS SQL, as that is where our inhouse skills sit and it meshes with our .net applications and developers, who can manage 'most' of the rest of the functionality within the windows environment if we find OTRS unable to meet our needs. Cheers Rob. From: Rob Shears Sent: 03 November 2015 10:12 To: 'otrs(a)otrs.org' Subject: CustomerCompany/CustomerGroup/CustomerID I am having some issues with the definitions and deployment options for the solution I need to provide and wondered if someone more familiar with OTRS can help me work out what these various terms refer to, so that I can make sure I am less confused. OTRS 4.0.13 CentOS 7 MS SQL (via unixODBC) The setup is fully functional but I need to make some extensions that I'm not quite getting my head around correctly. I need to allow multiple users (unique email addresses) to log tickets on behalf of specific companies. So... frank(a)example.com<mailto:frank@example.com> joe(a)example.com<mailto:joe@example.com> penny(a)example.com<mailto:penny@example.com> All need to be able to log tickets that can be reported on/queued/actioned/sla'd/serviced/whatever by "example.com, the company". These users, as yet, do not need to be able to logon to the system, if that matters. Based on my reading, as the initial step, I was trying to enable CustomerCompanySupport through the config.pm file, to change the CustomerID field when creating a new customer user into a dropdown list allowing the selection of an existing company, but have been unable to get that to work. After further reading, I'm unsure now if that is even the correct approach? Eventually, I want to configure the system to detect the email domain of the sender, create a new customer_user if the return address doesn't yet exist, link that to the 'parent' company, notify the 'parent company' queue manager internally and externally and move the new ticket to the appropriate queue. I don't think any of this is 'undoable' from my research, but simply getting the CustomerID to reference the customer_company table I have not been able to achieve! What is the correct approach and combination of features that will achieve this? Is this even possible? I can edit the customer details (user, company) via the GUI, so am I correct in assuming I don't need to define an 'external' backend in the config.pm for the customer tables? I posted a topic on the community forums (http://forums.otterhub.org/viewtopic.php?f=62&t=30599&sid=43c909d7d9c784f0f…) but the initial comments there actually have me questioning the terminology I'm using, so I figured I'd ask the list! Cheers Rob.

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FAQ Navigation Elements
by Nick Bright 04 Nov '15

04 Nov '15

In the FAQ front end, is there a way to add the pagination navigation elements to the bottom of the screen, so that a user won't have to scroll all the way back to the top to select another page of results? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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FAQ Explorer
by Nick Bright 04 Nov '15

04 Nov '15

Is there a way to make more of the title display in the FAQ explorer? When looking at the FAQ in a normal resolution, the title cuts off with elipsis, leaving significant white space in the column to the right. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

1 0

CustomerCompany/CustomerGroup/CustomerID
by Rob Shears 03 Nov '15

03 Nov '15

I am having some issues with the definitions and deployment options for the solution I need to provide and wondered if someone more familiar with OTRS can help me work out what these various terms refer to, so that I can make sure I am less confused. OTRS 4.0.13 CentOS 7 MS SQL (via unixODBC) The setup is fully functional but I need to make some extensions that I'm not quite getting my head around correctly. I need to allow multiple users (unique email addresses) to log tickets on behalf of specific companies. So... frank(a)example.com<mailto:frank@example.com> joe(a)example.com<mailto:joe@example.com> penny(a)example.com<mailto:penny@example.com> All need to be able to log tickets that can be reported on/queued/actioned/sla'd/serviced/whatever by "example.com, the company". These users, as yet, do not need to be able to logon to the system, if that matters. Based on my reading, as the initial step, I was trying to enable CustomerCompanySupport through the config.pm file, to change the CustomerID field when creating a new customer user into a dropdown list allowing the selection of an existing company, but have been unable to get that to work. After further reading, I'm unsure now if that is even the correct approach? Eventually, I want to configure the system to detect the email domain of the sender, create a new customer_user if the return address doesn't yet exist, link that to the 'parent' company, notify the 'parent company' queue manager internally and externally and move the new ticket to the appropriate queue. I don't think any of this is 'undoable' from my research, but simply getting the CustomerID to reference the customer_company table I have not been able to achieve! What is the correct approach and combination of features that will achieve this? Is this even possible? I can edit the customer details (user, company) via the GUI, so am I correct in assuming I don't need to define an 'external' backend in the config.pm for the customer tables? I posted a topic on the community forums (http://forums.otterhub.org/viewtopic.php?f=62&t=30599&sid=43c909d7d9c784f0f…) but the initial comments there actually have me questioning the terminology I'm using, so I figured I'd ask the list! Cheers Rob.

2 1

Upgrade Problems with SMTP
by Martin Bittner 03 Nov '15

03 Nov '15

Hello everybody, I have a problem while updating to OTRS 5.. When I try to send an E-Mail via OTRS there expires an error: Fehlermeldung: Impossible to send message to: Martin(a)my-qh.de . Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Tue Nov 3 13:32:44 2015 Message: Impossible to send message to: Martin(a)my-qh.de . RemoteAddress: 172.22.0.172 RequestURI: /otrs/index.pl Traceback (16730): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2228 Module: Kernel::Modules::AgentTicketCompose::Run Line: 797 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 What i already did... Config.pm has been copied from the old OTRS instance. There are included the SMTP Settings. The old OTRS 4 works without any errors. My trys: - I have deleted the settings in config.pm and created on the Backend via sendmail the same settings again. - I have tested the telnet connection to our Microsoft Exchange server. ß Works fine - I have tested via sendmail ß works, but this is not what I want. - Checkmodules says "green" everywhere (except of not used Database connectors) Have you any ideas? Kind regards Martin

1 0

Upgrading from 3.0.x
by Rob Mitchell 03 Nov '15

03 Nov '15

Greetings: We have been using OTRS 3.0.11 ITSM with very good stability and success, but now we'd like to upgrade to the latest version. The documentation states: "If you are running a lower version of OTRS you have to follow the upgrade path to 4 first (...3.0->3.1->3.2->3.3->4)!" I don't have any problem with doing the upgrades in sequence as directed, but I would prefer not to do so on the production server (an Amazon EC2 EBS instance running Ubuntu). I'd rather build a test server on a current clean build of the Ubuntu LTS version, upgrade that all the way up to the current version on the test box, then ultimately I would like to install a clean 5.0.x OTRS instance on a new EC2 VM and copy over the database and our config and support files. After testing we can simply edit the A Record to point to the new EC2 VM and press on. Does this sound like an appropriate upgrade path? In order to build a test environment to do this should I start off by installing 3.0.11 on a test box, then restoring our OTRS directory and restore a copy of the database, then upgrade to 3.1, or is it possible to install a 3.1 instance and upgrade the database on it? Thanks in advance for your advice. Kind regards, Rob in Memphis

2 1

outgoing mails not RfC-conform?!
by Jan.Dreyer＠bertelsmann.de 02 Nov '15

02 Nov '15

Hi. one of our machines has a problem with outgoing mails getting blocked by our mail gateway. The local MTA logs the error as follows (I mystified host and mail addresses): — 2015-10-26 11:11:22 1ZpBkJ-0002B9-FL SMTP timeout while connected to our.mailgateway.local [10.255.252.92] after sending data block (16378 bytes written): Connection timed out 2015-10-26 11:11:22 1ZpBkJ-0002B9-FL == rcvr(a)domain.cxm<mailto:rcvr@domain.cxm> <rcvr(a)domain.cxm<mailto:rcvr@domain.cxm>> R=smarthost T=remote_smtp_smarthost defer (110): Connection timed out: SMTP timeout while connected to our.mailgateway.local [10.255.252.92] after sending data block (16378 bytes written) — Logging on the gateway shows more detail: — Sep 18 10:32:07 nefw1 %ASA-4-108004: ESMTP Classification: Dropped connection for ESMTP Request from ProvDMZ:10.255.250.13/56134 to coresw_3_4:10.255.252.92/25; matched Class 4: header line length gt 998 — A quick view on the message headers showed that indeed all of them have a „References“ line with more than 1100 characters, which is, according to RFC 822<http://www.faqs.org/rfcs/rfc822.html> way too much: — There are two limits that this specification places on the number of characters in a line. Each line of characters MUST be no more than 998 characters, and SHOULD be no more than 78 characters, excluding the CRLF. — So my question is: * Is this a bug that only affects version 3.1.3 (and smaller)? * If not: How does OTRS create these lines? Is it a default Perl module that handles the mail header lines? Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT IOX Expert ________________________________ This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

2 2

company tickets
by André Cavalcante 02 Nov '15

02 Nov '15

Hi Guys, Any hint on how makinf Company Ticktes function to work? -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

3 2

Ticket Zoom - Add column to Article Overview
by Steve Kerns 31 Oct '15

31 Oct '15

Hi. This is my first post here. We are running OTRS version 4.x. I would like to know if there is a way to add a column to the Article Overview table when viewing a ticket in ticket zoom. The Article Overview has column fields such as: NO. TYPE FROM SUBJECT CREATED I would like to add a column for Time which shows the accounted time on a per article basis. I found where I can see this in the article zoom by editing: Frontend::Agent::Ticket::ViewZoom Ticket::ZoomTimeDisplay = Yes And this shows the time on an individual article but I'd like to see it in the grid content above where the list of articles are. Any ideas? Thanks. -- Steve Kerns

1 0

Force uninstall of OTRSApplianceManagement package?
by Lance Cotton 30 Oct '15

30 Oct '15

I had begun with OTRS4 Appliance, but it seemed to have been abandoned. So I manually installed updates from Source. I have now upgraded to OTRS 5.0.1 and the OTRSApplianceManagement package complains that it's not for Framework 5. However, there is no updated package for framework 5 and I cannot uninstall it. Is there a way to manually uninstall (I did try the --force option on otrs.Console.pl Admin::Package::Uninstall ... ) -Lance Cotton

2 3

problems attaching files after upgrade to 5
by Marco Cintolesi - Sysmic srl 30 Oct '15

30 Oct '15

Hi, today we upgraded our installation to 5, everything goes smooth but now we can't attach files (not in notes or replies) the error we see when we try to upload the file is: [error] Apache2::RequestIO::read: (104) Connection reset by peer at /opt/otrs/Kernel/cpan-lib/CGI.pm line 1108 we noted also that with very small uploads (a few Kbytes) it works before upgrade (version 4) we never had any problem with attachments. Please help ! Thanks Marco

2 2

Re: [otrs] problems attaching files after upgrade to 5
by Daniel Litzbach 30 Oct '15

30 Oct '15

Hi there, OTRS 5 is still in BETA. My recommendation is to not use it in a productive environment. Can you find anything in the logs? You might also try another client or capture with wireshark. If nothing helps you maybe should consider downgrading. Von meinem Samsung Galaxy Smartphone gesendet. -------- Ursprüngliche Nachricht -------- Von: Marco Cintolesi - Sysmic srl <marco.cintolesi(a)sysmic.it> Datum: 29.10.2015 23:27 (GMT+01:00) An: otrs(a)otrs.org Betreff: [otrs] problems attaching files after upgrade to 5 Hi, today we upgraded our installation to 5, everything goes smooth but now we can't attach files (not in notes or replies) the error we see when we try to upload the file is: [error] Apache2::RequestIO::read: (104) Connection reset by peer at /opt/otrs/Kernel/cpan-lib/CGI.pm line 1108 we noted also that with very small uploads (a few Kbytes) it works before upgrade (version 4) we never had any problem with attachments. Please help ! Thanks Marco --------------------------------------------------------------------- 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

2 1

email permissions
by Robert Recchia 28 Oct '15

28 Oct '15

We have 3 queues in OTRS and each queue is set with its own System Address. so for example product #1 queue all emails back and forth are sent by product1(a)company.com product #2 queue all emails back and forth are sent by product2(a)company.com We want to use otrs with Microsoft Exchange and in the Admin section under The Framework:Core:Sendmail we had the exchange settings and the AuthUser and Password which works. For the Exchange AuthUser and Password I use the SMTP exchange credentials for product1(a)company.com Problem is when someone uses product2(a)company.com to respond to users opening tickets in queue 2 they cant we are getting the error Can't use from 'product1(a)company.com' : 5505.7.1 Client does not have permissions to send as this sender i guess that basically means we cant use product1(a)company.com to respond to a queue product2 that has a system address of product2. Does that make sense to everyone. And is there a easy way around this. I do not think creating a generic ms exchange account that is just used for exchange authentication would help or am I wrong. Robert Recchia

2 1

POP3S Authentication with Apple OpenDirectory
by Soragan Ong 27 Oct '15

27 Oct '15

Hi All, We have a mail server running on latest OS X. It does not accept plain text authentication. I have been trying to configure POP3S on OTRS 4 & 5 without success. The OS X Server keep receiving PLAIN method request from OTRS. Perl module Net::POP3S and DIGEST::MD5 are installed. The server is running CentOS7. Below is the error message returned by OTRS. Backend ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: linux Time: Tue Oct 27 12:49:09 2015 Message: POP3S: Auth for user xxxxuser/xxxxxxhost failed! RemoteAddress: x.x.x.x RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=1;ChallengeToken=xxxrandomtokenxxxx; Traceback (2170): Module: Kernel::System::MailAccount::POP3::Fetch Line: 144 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::Modules::AdminMailAccount::Run Line: 54 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 Is there any extra configuration that i need to do other than choosing POP3S in the dropdown list when adding POP account? Best Regards Soragan

1 1

Cannot Fetch/Send E-Mail
by Andrea Iannucci 27 Oct '15

27 Oct '15

Hi guys, i've updated our old OTRS 3.0.3 to the newest OTRS 5. DB Update went smoothly but now appanretly the new e-mail are not fetched, at this moment i've the old OTRS 3 istance working in parallel mode with OTRS 5 (two different servers using IMAP to fetch emails). The old one is fetching (and sending) e-mails correctly, the new one is not. I've checked the logs and i cannot see errors but if i try to send an e-mail using: cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl I got: ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: otrs.PostMaster.pl is deprecated, please use console command 'Maint::PostMaster::Read' instead. Traceback (14454): Module: ./otrs.PostMaster.pl Line: 68 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No Priority for 3 normal found! Traceback (14454): Module: Kernel::System::Priority::PriorityLookup Line: 351 Module: Kernel::System::Ticket::TicketCreate Line: 386 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No PriorityID (invalid Priority Name?)! Traceback (14454): Module: Kernel::System::Ticket::TicketCreate Line: 397 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: Can't process mail, see log! Traceback (14454): Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 103 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 So i think for sure OTRS is not able to send-out emails, am i right? Any hint? Thanks

1 0

Ticket notification emails suddenly in a different language?
by Alex 27 Oct '15

27 Oct '15

Hi Guys, Since upgrading to version 5, I am receiving notifications in german? This used to be english! How to change this??? It just seems to be the notifications that have defaulted to the wrong language. Thanks Alex

1 0

URGENT: problem after upgrade from 4.x to 5.x
by Alex 27 Oct '15

27 Oct '15

Hi Guys, Performed an upgrade of OTRS from ver 4 to 5 using the manual method (source tarballs). No errors or warnings encountered at all during the upgrade steps. I can log into the system fine, however when I go to look at any queue: Backend ERROR: OTRS-CGI-10 Perl: 5.20.2 OS: linux Time: Tue Oct 27 10:31:12 2015 Message: Module Kernel/Output/HTML/TicketMenuLock.pm not in @INC (/usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-linux-gnu/perl/5.20.2 /usr/local/share/perl/5.20.2 /usr/lib/x86_64-linux-gnu/perl5/5.20 /usr/share/perl5 /usr/lib/x86_64-linux- gnu/perl/5.20 /usr/share/perl/5.20 /usr/local/lib/site_perl . /etc/apache2) RemoteAddress: 59.167.252.230 RequestURI: /index.pl?Action=AgentTicketQueue;OTRSAgentInterface=5MIZsAktlkLiEYG5yEiRY2dL3f2t Bq38 Traceback (11715): Module: Kernel::Output::HTML::TicketOverview::Small::Run Line: 498 Module: Kernel::Output::HTML::Layout::Ticket::TicketListShow Line: 1121 Module: Kernel::Modules::AgentTicketQueue::Run Line: 462 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 In version 4.x there was indeed a file at /opt/otrs/Kernel/Output/HTML/TicketMenuLock.pm In version 5, the contents of the Kernel/Output/HTML folder are very different. The only references I can find to *TicketMenuLock is in /opt/otrs/Config/Files/ZZZAuto.pm* *Grep reveals:* Config/Files/ZZZAuto.pm:131: 'Module' => 'Kernel::Output::HTML::TicketMenuLock', Config/Files/ZZZAuto.pm:209: 'Module' => 'Kernel::Output::HTML::TicketMenuLock', Whats the deal with this? Is it something that is no longer used? That I need to remove? What do I need to do to fix this? Cheers, Alex.

2 4

Cannot Fetch/Send E-Mail
by Andrea Iannucci 26 Oct '15

26 Oct '15

Hi guys, i've updated our old OTRS 3.0.3 to the newest OTRS 5. DB Update went smoothly but now appanretly the new e-mail are not fetched, at this moment i've the old OTRS 3 istance working in parallel mode with OTRS 5 (two different servers using IMAP to fetch emails). The old one is fetching (and sending) e-mails correctly, the new one is not. I've checked the logs and i cannot see errors but if i try to send an e-mail using: cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl I got: ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: otrs.PostMaster.pl is deprecated, please use console command 'Maint::PostMaster::Read' instead. Traceback (14454): Module: ./otrs.PostMaster.pl Line: 68 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No Priority for 3 normal found! Traceback (14454): Module: Kernel::System::Priority::PriorityLookup Line: 351 Module: Kernel::System::Ticket::TicketCreate Line: 386 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No PriorityID (invalid Priority Name?)! Traceback (14454): Module: Kernel::System::Ticket::TicketCreate Line: 397 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: Can't process mail, see log! Traceback (14454): Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 103 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 So i think for sure OTRS is not able to send-out emails, am i right? Any hint? Thanks -- Andrea Iannucci ---------------------- Systems Administrator ---------------------- ---------------------------------------------------------------------------------------- (w) www.firstclarity.com (e) andrea.iannucci(a)firstclarity.com (t) +44 (0) 207 199 1500 ---------------------------------------------------------------------------------------- Please consider our enviromental responsabilità before printing this E-Mail. Thank you. ---------------------------------------------------------------------------------------- This email and any files transmitted with it are confidential, and may be subject to legal privilege, and are intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error or think you may have done so, you may not peruse, use, disseminate, distribute or copy this message. Please notify the sender immediately and delete the original e-mail from your system. The views or opinions expressed are the author's own and may not reflect the views or opinions of First*Clarity. First Clarity Limited (05870648) is registered in England and Wales at 1st Floor, Lion House, 72-75Red Lion Street, London, UK, WC1R 4NA. ----------------------------------------------------------------------------------------

1 1

Issues when attempting to upgrade between OTRS 4.0 and 5.0
by Stanford, Philip N. 22 Oct '15

22 Oct '15

Hi I had a working OTRS 4 test system, minimally configured, built on Centos 6.7 The system included OTRS::ITSM and packages such as FAQ, Master-Slave etc. I thought I would upgrade that to the released version of OTRS 5. I followed the procedure in http://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html for upgrading using the RPM, and didn't note any errors. Apache starts OK, and can display the basic 'unconfigured' web page at the bare domain address. If I go to http://myhost.mydomain/otrs/index.pl although I initially get the login page, once I authenticate, there's then a pause and I then get 'Internal Server Error' on the web page and errors such as these in the Apache error log: [Wed Oct 21 13:27:31 2015] [error] [client x.x.x.x] Directory index forbidden by Options directive: /var/www/html/ [Wed Oct 21 13:28:56 2015] [error] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentMasterSlavePrepareTicket.pm line 31.\n If I go to http://myhost.mydomain/otrs/customer.pl, similarly, I get the initial customer login page, but then the same 'Internal Server Error' , followed by this error in the Apache log: [Wed Oct 21 14:01:09 2015] [error] [Wed Oct 21 14:01:09 2015] -e: Got no ConfigObject! at /opt/otrs//Kernel/Output/HTML/CustomerHeaderMetaFAQSearch.pm line 24.\n I've tried stopping Apache, rebuilding the OTRS config and flushing the cache (as 'otrs' userid not root, as advised in the installation instructions) but it doesn't make any difference. After the first occurrence, I don't get the login box again, just the 'internal server error' on the web page. There's no errors in /var/log/messages. Normally when upgrading between versions (major or minor) the 'base' OTRS upgrade works fine, and I do the OTRS::ITSM, FAQ etc packages via the Package Manager. I should add that I've tried using IE10 on a PC and current versions of Chrome and Safari on a Mac so the issue isn't related to browser. Any thoughts would be appreciated. Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

3 4

Create a email ticket for multiple customers
by Florian Meier 20 Oct '15

20 Oct '15

Hi! Is it possible to create a ticket for multiple customer users, for example for everyone who's userlogin starts with XY? Can i do this from within the web interface or do i need the perl interface? Greetings Florian

2 2

E-mail notification alert
by John Koch 19 Oct '15

19 Oct '15

Hi, How can I configure an email notification alert to agents every time a new ticket or a reply to an existing ticket is received?

2 1

Upgrade process from OTRS 3.1.3 -> 5
by Alex Zimmerman 19 Oct '15

19 Oct '15

Hello! I just inherited the job of updating our production IT HelpDesk server from a IT tech that is no longer here. Due to the nature of our setup in cannot be down for very long, which is why it was left to get so far behind. The server is currently running on OTRS 3.1.3 on a Ubuntu Linux 12.04 LTS server. I looked at the documentation for the process of upgrading here: https://otrs.github.io/doc/manual/admin/3.2/en/html/upgrading.html It sounds like I have to update from to every subversion e.g. 3.1.3 -> 3.1.4 -> 3.2.1 -> 3.2.2.... etc.. You get the idea. :) Is there a way to fast track theses updates? The idea is that we want to be on OTRS 5 once it is released. Is is possible to just perform fresh install of the latest OTRS and import and upgrade the database? Thanks. :) [image: Everett Community College] <http://www.everettcc.edu/> Alex Zimmerman / Information Technology Specialist III Web Data & Development Services / Enterprise Services / Information Security Direct line:(425) 259-8724 / Help Desk:(425)388 9333 email: azimmerman(a)everettcc.edu [image: Twitter] <http://www.twitter.com/liquidspikes> [image: Linkedin] <http://www.linkedin.com/in/alexzimmerman/> *How did I do? Please take a minute to help us improve our IT service by completing the * *IT Feedback Survey. <http://goo.gl/J3nGC> (http://goo.gl/J3nGC <http://goo.gl/J3nGC>)* *Thank you!*

3 3

FindBin function tricks to fail getting pathes.
by Hisatoshi Onishi 17 Oct '15

17 Oct '15

Hi, All. I'm testing OTRS4 on AWS instance with Amazon Linux 2015.09. DB(MySQL) and perl modules has successfully installed. But, Web server(Apache) doesn't run well. Apache's error logs are below. > [Sat Oct 17 14:00:59.452039 2015] [perl:error] [pid 32749] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 30.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 30.\nCompilation failed in require at (eval 7) line 2.\n\t...propagated at /usr/share/perl5/base.pm line 84.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in require at /opt/otrs/scripts/ apache2-perl-startup.pl line 69.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 69.\nCompilation failed in require at (eval 2) line 1.\n > [Sat Oct 17 14:00:59.452069 2015] [perl:error] [pid 32749] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server ip-172-31-40-255.us-west-2.compute.internal:0, exiting... This messages seems like this one. http://bugs.otrs.org/show_bug.cgi?id=8533 Then, I commented out lines uses/depends on FindBin function in "Kernel/Config/Defaults.pm", and modified to full-path, as same as original ones. So, Apache runs successfully, but get Internal Server Error in "installer.pl ". Following messages are This one. > [Sat Oct 17 14:30:05.092246 2015] [suexec:notice] [pid 642] AH01232: suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) > [Sat Oct 17 14:30:05.835751 2015] [auth_digest:notice] [pid 643] AH01757: generating secret for digest authentication ... > [Sat Oct 17 14:30:05.836437 2015] [lbmethod_heartbeat:notice] [pid 643] AH02282: No slotmem from mod_heartmonitor > [Sat Oct 17 14:30:05.839621 2015] [mpm_prefork:notice] [pid 643] AH00163: Apache/2.4.16 (Amazon) mod_perl/2.0.7 Perl/v5.16.3 configured -- resuming normal operations > [Sat Oct 17 14:30:05.839640 2015] [core:notice] [pid 643] AH00094: Command line: '/usr/sbin//opt/' > [Sat Oct 17 14:30:16.905579 2015] [:error] [pid 646] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 26.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/ installer.pl line 26.\n Maybe, when I modify to avoid FindBin function like "Kernel/Config/Defaults.pm" makes good. But impact range is too large(over 80 files must be modify). Do you have any idea? Regards, Hisatoshi Onishi E-Mail: hisatoshi.onishi(a)gmail.com

1 0

SSO / Federated Identity
by Bogdan Iosif 05 Oct '15

05 Oct '15

Hi, I use v3.3 with the default db backend for customer login and need to integrate it with an in-house-built customer experience portal (view reports/bills/marketing materials/etc.). The customer should login only once (in the portal) and then seamlessly jump between the portal and OTRS. The OTRS authentication & session lifetime should be settled transparently behind the scenes between the systems (i.e. log out / switch id from portal => same in OTRS). QUESTION: Is there an authentication module in OTRS or in Apache which could be tweaked to create this integration against our new portal? Thanks, Bogdan P.S: OTRS' manual points to Kernel::System::Auth::HTTPBasicAuth which seems to rely on Apache doing the authentication. I know nothing about this approach but if someone would tell me that it supports log out / switch id in OTRS when customer does that in our portal, I would look into it. I also found this http://developer.aaiedu.hr/faq/11.html ~ solution for v3.0 that integrates with a custom-built PHP SAML provider. I could modify it to use a [custom] NET provider but I would end up with a very expensive solution.

2 2

关于installer.pl的问题
by liziyi2006 30 Sep '15

30 Sep '15

2 1

AUTOREPLY otrs Digest, Vol 84, Issue 14
by baer＠opm-computer.de 22 Sep '15

22 Sep '15

Sehr geehrte Damen und Herren, in der Zeit vom 21.09.2015 bis einschließlich 02.10.2015 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) Mit freundlichen Grüßen Ronny Bär OPM EDV Service GmbH Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Images in Auto-Response (Nick Bright) 2. Re: Tickets not appearing in "Tickets in my queue" (Alexandre Lima) ---------------------------------------------------------------------- Message: 1 Date: Mon, 21 Sep 2015 11:01:21 -0500 From: Nick Bright <nick.bright(a)valnet.net> Subject: Re: [otrs] Images in Auto-Response To: otrs(a)otrs.org Message-ID: <560029D1.5000402(a)valnet.net> Content-Type: text/plain; charset="windows-1252"; Format="flowed" On 9/17/2015 4:10 PM, Florian Edlhuber wrote: > Hi Dominik, Hi Nick, Hi Mailing List, > > 17/09/2015 20:08 - Dominik George wrote: > > Nick wrote: > >> We're trying to set up rich text auto responses. We drag & drop the > >> image into the message and everything looks good. After saving, then > >> re-opening the auto-response all of the images are stripped out. > > the CK Editor does not work well with drag&drop and browsers. But if > you read the > latest notes http://www.otrs.com/release-notes-otrs-5-beta-4/ > > you'll see that OTRS5 will fully support this. > > > > Messages with images are huge. Some people have slow or limited internet > > access, and do not want to be transmitting large, useless data. It also > > puts unnecessary load on inboxes. > > [x] agreed Sometimes you just have to do what the boss demands, good idea or not. > > Auto-replies are an (unavoidable) PITA. Don't blow them up too much, > that > > doesn't make anything better. > > [ ] agreed > auto replies are not PITA in general :-) That depends on your needs. > Sometimes you (or someone) (mis-)configures too much auto replies. > This is not good. > > > Auto-replies are backscatter. That is, they are sent back to whatever > > address a sender claimed. Large messages in auto-replies can be used to > > attack other users by making your site send large e-mail to their > accounts. > > [x] agreed We have a very good spam filter so not much comes in that isn't a legitimate ticket, fortunately. > > > If you can, turn off auto-replies compeltely. If you can't, please > keep them > > very short and conclusive. > > my opinion: turn on what you really need! Don't do more. If you > *might* need it, don't do it. > > > Another hint: If you are accepting encrypted e-mail; then *do not* > send back > > an unencrypted auto-reply with a full quote - this is a serious > information > > leak! > > Very good thinking!! Thanks! This is an excellent suggestion, and as we aren't quoting the message in the auto-response, we're already set here. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

1 0

Tickets not appearing in "Tickets in my queue"
by Alexandre Lima 21 Sep '15

21 Sep '15

Hello! I hope this is the right place to ask for help :) I've been having this problem for some days, I've searched on google about it but I couldn't solve it. My problem is that I have agents that own some queues, but when a ticket is sent to one of those queues, they appear in "All tickets" and not in "Tickets in my queue". As a result, the agents don't receive a e-mail notification when a new ticket is created. I've checked the "My queues" list in the preferences, they're all there. Everything seems normal, but the only way I can make a ticket appear in "Tickets in my queue" of any agent is manually redirecting it to them. My OTRS version is 4 Patch Level 11. Please let me know if you need more information about my problem. Any help would be perfect :) Thank you, Alexandre

3 3

Images in Auto-Response
by Nick Bright 21 Sep '15

21 Sep '15

Greetings, We're trying to set up rich text auto responses. We drag & drop the image into the message and everything looks good. After saving, then re-opening the auto-response all of the images are stripped out. According to the guy working on it "it worked yesterday", so I'm not sure what exactly might be going awry here. Any thoughts or recommendations appreciated. Thanks, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

3 3

tickets
by Robert Recchia 19 Sep '15

19 Sep '15

Hi everyone We have recently switched to OTRS ticket system and so far so good. I do have one question though. Our old ticket system use to round robin all the tickets to all the available reps. What I mean is if were 100 tickets and 4 people it would automatically assign each user 25 tickets. Is there a way to do this in OTRS.

4 4

OTRS with remote DB (full text)
by Holger.Patzelt＠t-systems.com 14 Sep '15

14 Sep '15

Hi, I have problems installing OTRS on a Server using a NON LOKAL mysql installation. For various reasons we decided to have a "centralized mysql Server". But, even IF I enable remote root access (which normaly is a nogo) the web-installation breaks after Installation of the otrs database, as the otrs user is not installed for remote access by the otrs scripts!! (The fact, that I entered something different than the default 127.0.0.1 as db-host seems to be ignored by the installation scripts, when creating the user!!) The installation stops, whining that the access is not permitted, and there is no chance of healing (e.g.: local "grant ..." on the db by the user), instead the installation stops. So you have to start at the beginning, wich means, you have to drop the database. Why isn't it possible to have something like a "try again" button, which opens the possibility to heal certain installation-script bugs during installation. ?? Has anyone any suggestions or an Installation guide for a remote mysql-Server installation for me? Bye, Holger PS.: Sorry in the first Post some Text got lost. -- Holger Patzelt

2 1

LDAP query
by Ralf Hildebrandt 14 Sep '15

14 Sep '15

Currently we're querying our internal LDAP server for email address autocompletion (i.e. when creating an email ticket or forwarding tickets). Problem: Some users have the email address in the LDAP attribute "email", others in "janetMailbox". How can I display both "email" and "janetMailbox" (or rather the attribute that happens to be non-empty). -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

2 1

Rules and SLA's
by Simon Allison 10 Sep '15

10 Sep '15

I am looking to put a rule in place to say after set period, the ticket hasn't been looked at and is flagged up for escalation or put back to the top of the list ? Is this SLA's ? So could set it for say if its not dealt with within the hour as a high priority etc. How would we set this up ? Simon Allison South Downs College ________________________________ [http://www.southdowns.ac.uk/assets/efooter.png] <http://www.southdowns.ac.uk/apprenticeships> ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

1 0

Customer Portal - next state visibility
by Nick Bright 10 Sep '15

10 Sep '15

What SysConfig variable would need to be adjusted to control what next-state options are selectable by the customer? I want to restrict it to simply "open" or "closed", while internally we use numerous other close reasons. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

3 7

Re: [otrs] E-mail notification alert
by Placide Lysias NJAMI 07 Sep '15

07 Sep '15

Hi John, This is a default behaviour of the system. On Admin --> Auto Responses You have "default follow up" . Make sure it is active. On Admin --> Agent Notifications you have " Agent::FollowUp" customize it. And last : on Admin --> Agent Management change " Ticket follow up notification:" on agent profile (the one you want to set up the alert on new follow up of ticket). On my config, I chosed Ticket follow up notification: "My Queues or My Services" Cdt ! Placide -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : lundi 7 septembre 2015 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 84, Issue 5 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. E-mail notification alert (John Koch) ---------------------------------------------------------------------- Message: 1 Date: Mon, 7 Sep 2015 12:06:00 +0200 From: John Koch <jk4059764(a)gmail.com> Subject: [otrs] E-mail notification alert To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CALuiM+gsuP8K==2pY5ViPdfp+DQN7MosbPgPzynki7Wy90FFRQ(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi, How can I configure an email notification alert to agents every time a new ticket or a reply to an existing ticket is received?

1 0

Process Dialog transition directly to transition?
by Gerald Young 04 Sep '15

04 Sep '15

Hi all, If anyone has dealt with the process tickets, is there any way that a transition can go directly to another transition? (Or, alternatively, if an Activity has no activity dialog, can we just pass through it?) What I'm trying to accomplish: I have multiple checkboxes on the StartDialog that need to be checked and a Transition Action applied if checked, but I don't want to create a matrix of and/or transitions that do A if only a is checked, A and B if a and b are checked, but B if b is checked and not a. In theory, I can set Activity0 [ask for a,b,c] transition0 do nothing and go to Activity1 [Check A] - transition1 if a, do stuff (or transition2 if not a, do nothing) -> Activity2 [Check B] -> if b, do stuff, if not b do nothing -> Activity3 [Check C] -> if c, do stuff, if not c, do nothing ... etc. However, if I submit Activity0, the transition goes to Activity1 and stops. If I lock the Activity0 ticket, Action2 is triggered, but after that, I'm not sure how continue. I'd like this to just run through all Activities if there are no Activity Dialogs in the Activity. I'll probably figure it out, but if this is something someone else has tackled, I'd appreciate any knowledge about it. Thank you all kindly. Also, if you're interested, I did manage to make processes spawn concurrent process tickets (via TicketCreate) so I can share the info if you would like to compare notes.

2 4

Revision control system for admin area
by Franz Julius Albert 02 Sep '15

02 Sep '15

Hello, does anybody know if a revision control system for the admin area exists? I imagine something like: What where the last changes in specified group:role relation. Thanks you, Franz Julius Albert

1 0

OTRS with remote DB
by Holger.Patzelt＠t-systems.com 31 Aug '15

31 Aug '15

Hi, I have problems installing OTRS on a Server using a NON LOKAL mysql installation. For various reasons we decided to have a "centralized mysql Server". But, even IF I enable remote root access (which normaly is a nogo) the web-installation breaks after Installation of the otrs database, as the otrs user is not installed for remote access by the otrs scripts!! (The fact, that I entered something different than The installation stops, whining that the access is not permitted, and there is no chance of healing (e.g.: local "grant ..." on the db by the user), instead the installation stops. So you have to start at the beginning, wich means, you have to drop the database. Why isn't it possible to have something like a "try again" button, which opens the possibility to heal certain installation-script bugs during installation. ?? Has anyone any suggestions or an Installation guide for a remote mysql-Server installation for me? Bye, Holger -- Holger Patzelt

3 4

OTRS Web Service WSDL
by Lorenzo Soncini 30 Aug '15

30 Aug '15

I need to connect our .Net application to OTRS. I need: List open ticket Create a ticket Close ticket I have see the ability to create a Web Service in REST or SOAP. I have make some experiment and I can create a Session with the REST web service and I receive a SessionID. How I can send my session ID for other request on REST call? Thanks Lorenzo Soncini Project Manager & Solution Architect Mobile +39 333 9788759 ------------------------------------------------------------- ZZ Soft di Stefano Carri & C. S.a.s. Via Campolongo 2/bis - 38068 Rovereto TN Sito internet: www.zzsoft.it<http://www.zzsoft.it> Phone +39 0464 076162 Fax +39 0464 071080 -------------------------------------------------------------

1 0

Bugfix releases for community OTRS import-export modules
by Anna Brakoniecka 27 Aug '15

27 Aug '15

Hello, we've just published bugfix releases for community OTRS modules: * UserImportExport 4.0.0, * ServiceImportExport 1.3.5 * CustomerUserImportExport 4.0.0 They're available at http://www.cape-it.de/en/download/free-additional-otrs-modules.html and at OPAR. Thanks in advance for your feedback! Kind regards, Anna ** Für die kleinen OTRS-Fragen zwischendurch ** ** Flexible Unterstützung auf Abruf ** ** http://www.cape-it.de/bestellung ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

1 0

Make visible "Send From" in Ticket
by S.Krueger＠aswo.com 24 Aug '15

24 Aug '15

Hi ! we´ve tickets (created out of emails) with different information about the real "sender" and the information in the "From" field. Example -> Someone sends an email out of an "service mailbox" . So we´ve the information about the service-mailbox ( in field "from") and the information in the "sender" field. Now, I want to make the information of the "sender" visible. Is that possible ? if yes, how ? Every tip is welcome Freundliche Grüße/Best regards Stefanie Krüger

2 1

Can't see services when creating a ticket as Agent
by Eladio Jose Cousiño Godoy 24 Aug '15

24 Aug '15

Hi, I'm trying to create a ticket as an Agent but when i click the list, there's no services there. Any idea of what i'm doing wrong? -- José Cousiño Departamento de Seguridad Informática S.E.T - http://www.set.gov.py/

3 2

Custom Notification Script
by Holger Erb 24 Aug '15

24 Aug '15

Hello Andrea, you can use event-based notifications for such customer notifications. We use it when we move a ticket from 1st level team to 2nd level team and notify the requestor that 2nd level is now dealing with the request/ticket. Please see under ADMIN - Ticket Settings Area - Notifications (Event) MIT FREUNDLICHEN GRUESSEN / WITH KIND REGARDS HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO: HERB(a)MSXI-EURO.COM ---------------------------------------------------------------------- Message: 1 Date: Wed, 19 Aug 2015 14:45:26 +0100 From: Andrea Iannucci <andrea.iannucci(a)firstclarity.com> Subject: [otrs] Custom Notification Script To: otrs(a)otrs.org, FC infrastructure <infrastructure(a)firstclarity.com> Message-ID: <55D48876.9080607(a)firstclarity.com> Content-Type: text/plain; charset=utf-8; format=flowed Hi everyone, i'm quite new to OTRS and i'm trying to add a custom notification method on ticket status change (new, followup, close). I would like to integrate OTRS with Slack, so i wrote the script to post on Slack (using curl command line). I was able to create a generic agent and it is working, but he is notifing me about all the tickets that match a specific status on a crontab manner that i've set in the agent configuration. What i would like to acchieve is to have a notification (as it correctly working for emails) everytime there is a new ticket, or an existing ticket get a reply from the customer and when a ticket get closed. So, i think that work with the agent is not the right place, i feel like i've to create a notification script, but i dont know how to acchieve this (and apparently all the information i've found online didnt help me that much). So, anyone can help me out on this? I just need to hit a bash script (so a command line) everytime there is a status change on a ticket. Thanks in advance Best regards Andrea Iannucci ------------------------------

3 11

Custom Notification Script
by Andrea Iannucci 24 Aug '15

24 Aug '15

Hi everyone, i'm quite new to OTRS and i'm trying to add a custom notification method on ticket status change (new, followup, close). I would like to integrate OTRS with Slack, so i wrote the script to post on Slack (using curl command line). I was able to create a generic agent and it is working, but he is notifing me about all the tickets that match a specific status on a crontab manner that i've set in the agent configuration. What i would like to acchieve is to have a notification (as it correctly working for emails) everytime there is a new ticket, or an existing ticket get a reply from the customer and when a ticket get closed. So, i think that work with the agent is not the right place, i feel like i've to create a notification script, but i dont know how to acchieve this (and apparently all the information i've found online didnt help me that much). So, anyone can help me out on this? I just need to hit a bash script (so a command line) everytime there is a status change on a ticket. Thanks in advance Best regards Andrea Iannucci

3 3

Ticket History
by Holger Erb 21 Aug '15

21 Aug '15

Hello Nick, Ticket-id is the OTRS internal id for a ticket and Ticket-Number is the number of the ticket which an agent will see in the dashboard per example. Ticket-ID will be seen as well in a notification e-mail, the included URL in this e-mail will show at the end the internal Ticket-ID. If you have access to the OTRS database directly, via excel per example, list the content of the table "ticket", the column id contains the internal id of the ticket the column tn contains the number of the ticket You can trust the history of OTRS. If an account gets listed as the initiator of the action "move", you can be sure that this account has done it. But yes, the owner of this user-account could have shared username/password with somebody or somebody has misused the credentials. For the action "Change Owner" - the new owner should get an e-mail notification. Maybe helpful as well If not already done, make sure that the pw gets changed asap for this account. MIT FREUNDLICHEN GRUESSEN / WITH KIND REGARDS HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO: HERB(a)MSXI-EURO.COM

2 1

Ticket History
by Nick Bright 20 Aug '15

20 Aug '15

Is there any more detail for ticket history available in the database that might not be in the UI? I have a ticket which had its' ownership changed, and moved to another queue. The Agent whom the action was logged under states that they didn't take the action, and all other queried employees stated "I didn't touch that ticket". So, how can I determine what actually happened with this ticket? For example, is the IP address of the agent logged in the DB somewhere - maybe I could see what machine it was? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

3 3

Appliance - expand drive space?
by Lance Cotton 19 Aug '15

19 Aug '15

I have the OTRS4 appliance running in ESXi 5. The /TARGET/SHARE mount just ran out of space. Is there any way to expand the drive or partition beyond the 4.0GB that it started at?

2 1

Custom Notification Script
by Andrea Iannucci 19 Aug '15

19 Aug '15

Hi everyone, i'm quite new to OTRS and i'm trying to add a custom notification method on ticket status change (new, followup, close). I would like to integrate OTRS with Slack, so i wrote the script to post on Slack (using curl command line). I was able to create a generic agent and it is working, but he is notifing me about all the tickets that match a specific status on a crontab manner that i've set in the agent configuration. What i would like to acchieve is to have a notification (as it correctly working for emails) everytime there is a new ticket, or an existing ticket get a reply from the customer and when a ticket get closed. So, i think that work with the agent is not the right place, i feel like i've to create a notification script, but i dont know how to acchieve this (and apparently all the information i've found online didnt help me that much). So, anyone can help me out on this? I just need to hit a bash script (so a command line) everytime there is a status change on a ticket. Thanks in advance Best regards Andrea Iannucci

1 0

Kanban or Scrum board for OTRS
by Hartmut Goebel 18 Aug '15

18 Aug '15

Hi, I'm looking to a way to visualize tickets as Kanban- or Scrum-board. Any hints? -- Schönen Gruß Hartmut Goebel Dipl.-Informatiker (univ), CISSP, CSSLP Information Security Management, Security Governance, Secure Software Development Goebel Consult, Landshut http://www.goebel-consult.de Blog: http://www.goebel-consult.de/blog/install-cyanogenmod-on-s3-mini-using-linux Kolumne: http://www.cissp-gefluester.de/2011-08-horrorszenario-bring-your-own-device

3 6

[5.0.0.beta1] How to create customers with otrs.Console.pl?
by Marc Baudoin 17 Aug '15

17 Aug '15

Hi, I'm testing version 5.0.0.beta1 and i've noticed, if I'm not mistaken, that otrs.Console.pl can't create customers. There's an Admin::CustomerUser::Add command but no Admin::Customer::Add. Am I right? Is it possible/planned to add it (I can try to contribute the code if needed)? -- Marc Baudoin <mba(a)witbe.net> adjoint du responsable du service opérations Witbe - http://www.witbe.net/fr/

2 2

Re: [otrs] Deploy OTRS configuration from test environment to production environment
by Samuel Diniz Casimiro 13 Aug '15

13 Aug '15

Hi guys, Thank you so much. But I think I wasn't clear enough. Imagine I already have two environments, both operational and identical at time zero: one for testing and one for production. Every time a request for change OTRS configuration arrives (some new configuration, a new dynamic field, a new ACL, new process, everything about configuration etc), I need to implement it, test it and then deploy it to production, like any other application. In other words, I need to export/import all configuration data on a regular basis, but should leave the other production data intact (history of tickets, articles etc...). So drop the database is not an option. Any idea? Thanks

2 1

Re: [otrs] otrs Digest, Vol 83, Issue 3
by Samuel Diniz Casimiro 12 Aug '15

12 Aug '15

Hi guys, Thank you so much. But I think I wasn't clear enough. Imagine I already have two environments, both operational and identical at time zero: one for testing and one for production. Every time a request for change OTRS configuration arrives (some new configuration, a new dynamic field, a new ACL, new process, everything about configuration etc), I need to implement it, test it and then deploy it to production, like any other application. In other words, I need to export/import all configuration data on a regular basis, but should leave the other production data intact (history of tickets, articles etc...). So drop the database is not an option. Any idea? Thanks -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, August 12, 2015 5:37 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 83, Issue 3 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. Deploy OTRS configuration from test environment to production environment (Samuel Diniz Casimiro) 2. Re: Deploy OTRS configuration from test environment to production environment (Leonardo Certuche) 3. Re: Deploy OTRS configuration from test environment to production environment (Jay) 4. Re: Deploy OTRS configuration from test environment to production environment (Jay) ---------------------------------------------------------------------- Message: 1 Date: Wed, 12 Aug 2015 19:53:36 +0000 From: Samuel Diniz Casimiro <samuel.casimiro(a)camara.leg.br> Subject: [otrs] Deploy OTRS configuration from test environment to production environment To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <672ca87f292e4c39aec7638498e5f9bc(a)urca1.redecamara.camara.gov.br> Content-Type: text/plain; charset="us-ascii" Hi everyone! I'm using OTRS 4.0.11. Because of some company policies, I need to set up to environments, one for testing and another for production (operational). The problem is: How to export the required configuration data from test env. and deploy it into production env? I know I could copy and paste the ZZZAuto.pm file, but is that enough? Is there any database configuration data I should also take care? If so, how? I know I could use the provided backup.pl script, but I don't want to backup/restore all the data, only the configuration data. Is there any way to do so? Thanks in advance, Samuel

2 1

Deploy OTRS configuration from test environment to production environment
by Samuel Diniz Casimiro 12 Aug '15

12 Aug '15

Hi everyone! I'm using OTRS 4.0.11. Because of some company policies, I need to set up to environments, one for testing and another for production (operational). The problem is: How to export the required configuration data from test env. and deploy it into production env? I know I could copy and paste the ZZZAuto.pm file, but is that enough? Is there any database configuration data I should also take care? If so, how? I know I could use the provided backup.pl script, but I don't want to backup/restore all the data, only the configuration data. Is there any way to do so? Thanks in advance, Samuel

3 3

Config
by claude 06 Aug '15

06 Aug '15

Hi, Where can'I configure the maximal period available on searchs and stats. Thanks Claude

1 0

How to measure the emails reiteration
by claude 28 Jul '15

28 Jul '15

HI, I have to measure the emails reiteration. If someone can help me ? Thanks Claude

2 1

Option -g of otrs.AddCustomerUser.pl ignored?
by Marc Baudoin 21 Jul '15

21 Jul '15

Hi, Looking at the source code for otrs.AddCustomerUser.pl, it seems option -g (that's supposed to put the user in the specified group) is not used and thus doesn't put the user in the desired group. Am I right? -- Marc Baudoin <mba(a)witbe.net> adjoint du responsable du service opérations Witbe - http://www.witbe.net/fr/

1 0

Closed Ticked Limit
by André Cavalcante 14 Jul '15

14 Jul '15

Hi Folks, Considering the 10.000 limit for closed tickets, I wonder how can I find a ticket older than 10.000. My system has now over 25.000 tickets in one year and 4 months. I tried seach, but it didn't find it. I user OTRS 4 running on Linux and MySql database. Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

2 1

Webservice Article events
by Morten Bøhmer 14 Jul '15

14 Jul '15

Hi all Can someone please help us outline in short points what is needed to have OTRS make a WS request at Article change? We would like that when and article is created by agent and saved, OTRS should fire an WS request to a remote system containing the values from the article. Best regards Morten B

3 11

Re: [otrs] How to: Use an event module to compute and store a value in a dynamic field to show it in customer UI
by Bogdan Iosif 07 Jul '15

07 Jul '15

Hi, I don't know if it works on 4.x. Only tried it on 3.x. Regards, Bogdan On 6 July 2015 at 21:32, László Gyaraki <gyarakilaszlo1981(a)gmail.com> wrote: > Hi Bogdan, > Does this solution work with version 4.x too? Did you try it? > Regards > Laszlo

1 0

Removing ticket from command line
by Fiorenza Meini 25 Jun '15

25 Jun '15

Hi there, in my OTRS web panel I see two emails that, I think, have a strange format: in fact, when I click on it, OTRS session is instantly closed. For this, I cannot close the ticket associated with them. I tried to access OTRS from another PC, different Operating System and different Internet Browser, but the behaviour is the same. Is there a way to remove them from command line ? Regards Fiorenza Meini -- Spazio Web S.r.l. V. Dante, 10 13900 Biella Tel.: +39 015 2431982 Fax.: +39 015 2522600 Numero d'Iscrizione al Registro Imprese presso CCIAA Biella, Cod.Fisc.e P.Iva: 02414430021 Iscriz. REA: BI - 188936 Cap. Soc.: €. 30.000 i.v.

3 3

Re: [otrs] Salutation, template and signature texts not showing after upgrade to OTRS 4.01
by Paolo Mosconi 12 Jun '15

12 Jun '15

Hi, in version 4 the editor response format macros have changed: you need to modify Ticket::Frontend::ResponseFormat The default in a new installation is: $Self->{'Ticket::Frontend::ResponseFormat'} = '[% Data.Salutation | html %] [% Data.StdResponse | html %] [% Data.Signature | html %] [% Data.Created | Localize("TimeShort") %] - [% Data.OrigFromName | html %] [% Translate("wrote") | html %]: [% Data.Body | html %] '; Paolo Mosconi -----Original Message----- From: usgt.soporte(a)seidor.com [mailto:usgt.soporte@seidor.com] Sent: venerdì 12 giugno 2015 01:04 To: otrs_archive(a)googlegroups.com Cc: Paolo Mosconi; otrs(a)otrs.org Subject: Re: [otrs] Salutation, template and signature texts not showing after upgrade to OTRS 4.01 El jueves, 4 de diciembre de 2014, 12:45:01 (UTC-5), Paolo Mosconi escribió: > Great, it works now. > > Many thanks for the very quick reply. > > > > Paolo Mosconi > > Sorry for my ignorance. Can you please tell me what file exactly do I need to change?, I can't find it.

1 0

Problem after update to KIX4OTRS 6.1.6 ITSM/OTRS 3.3.14
by Василий Труфанов 10 Jun '15

10 Jun '15

Hello! Problem in CMDB, when i try to adding *installation date *parameter. [image: Встроенное изображение 1]

1 0

Approval in process ticket
by Vishesh kumar 08 Jun '15

08 Jun '15

Hi Members, I am trying to get approval via mail in a process ticket. I put ticketarticlecreate in transition action and specified mail id as parameter along with other parameters. Ticket article get created and visible in process ticket but mail for approval not getting delivered to customer/managers. Please let me know if I am missing anything here. Thanks Vishhesh kumar

1 0

Bulk exporting tickets/articles to email
by Blue Web 06 Jun '15

06 Jun '15

Hello, I need to export multiple tickets selected via generic agent process to plain .eml format. I know the generic agent allows to run ticket commands/custom modules, however it's unclear to me how to proceed. Would someone please be so kind to provide an example ? What I need is to export all tickets/articles in a queue so that I am able to import them back to a mailbox. Thanks, gs

2 3

Include Customer User field in Process Activity Dialog
by Saunders, Eric 04 Jun '15

04 Jun '15

Hello, I would like to include a Customer User field that performs a live search of existing customers in a Process Activity Dialog. The functionality would be identical to that of the Create New Phone Ticket screen or the process demonstrated at 11:12 of this webinar: https://www.youtube.com/watch?v=piY4nZsmrOg OTRS 3.3.12

4 4

Statistics
by Simon Allison 02 Jun '15

02 Jun '15

Hi All, Has anyone be able to setup Statistics to show 1. How many closed tickets in the past week? 2. And how many by each agent? I have tried modifying the monthly ticket stat ticketlist, but outputs nothing. Simon P. Allison IT Infrastructure Support Engineer T: 023 9279 7957 E: spallison(a)southdowns.ac.uk<mailto:spallison@southdowns.ac.uk> South Downs College, College Road, Waterlooville, Hampshire, PO7 8AA P Save our trees! Please don't print out this e-mail unless absolutely necessary. ________________________________ [http://www.southdowns.ac.uk/assets/efooter.png]<http://www.southdowns.ac.uk/apprenticeships> ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

2 2

Re: [otrs] Reporting for accounting and setup best practices
by Holger Erb 01 Jun '15

01 Jun '15

Hi Benedict, we have a global IT helpdesk structure, here an overview 1st line support: 1 queue per country for the local/national 1st line Helpdesk: DE (Germany), FR (France), IT (Italy), ES (Spain), etc.... 1 separate e-mail address per country/queue. We handle here all local/national support-requests. We differentiate the requests between Incident Requests (problems on existing infrastructure/application) and Service Requests (service request for changes, setups, new users, etc...) via the Ticket-TYPE. We assign the according SERVICE and SLA level to the different requests/tickets during the analyze phase of the ticket. All services are available for all queues/countries. SLAs are per country configured to reflect the right time zone and working hours. All those 1st line queues are configured with the according calendar to match the right time zone and working hours. 2nd line helpdesk and further support queues: This is our escalation queue if 1st line cannot help further and need support from a specialist in the different technical areas. Here we solve all infrastructure/application related escalations based. >From here we can escalate further to other support teams like Software Development etc. We have in all countries / in all queues / at any time of a ticket-life-cycle all TYPES/SERVICES/SLAs available to update if needed. MIT FREUNDLICHEN GRUESSEN / WITH KIND REGARDS HOLGER ERB ------------------------- From: Linux4Bene <linux4bene(a)telenet.be> Subject: Re: [otrs] Reporting for accounting and setup best practices for multiple customers To: otrs(a)otrs.org Message-ID: <mkh0ph$bej$1(a)ger.gmane.org> Content-Type: text/plain; charset=UTF-8 Hi Holger, thanks for the info. The setup you describe is very close to the setup I would want to implement here. For the moment, I only have the following queues: Junk, Misc, Postmaster and Department 1. To get to your setup, I would need to add services (I have most already), and add SLA's (don't have those yet). Do you use different queue's for each department/customer or do you use a queue per type of SLA? As for part 2 of my message regarding the reporting, I constructed 2 SQL statements to run on my Postgresql db. It might be helpful to others so I'll post it here: /* List tickets and sum of time spent on the ticket in date period sorted by title, and create_time */ select t.tn Ticketnumber, u.first_name as Firstname, u.last_name as Lastname, t.title Title, sum(ta.time_unit) Time_unit, q.name Queue, t.customer_user_id Customer_user, t.customer_id Customer, t.create_time Ticket_created, min(a.create_time) First_action, max(a.create_time) Last_action from ticket t left join time_accounting ta on ta.ticket_id=t.id left join queue q on t.queue_id = q.id left join article a on a.id=ta.article_id left join users u on u.id = a.create_by where ta.time_unit is not null and ta.create_time between '2015-05-01' and '2014-05-31' group by t.tn, t.title, u.first_name, u.last_name, queue, customer_user, customer, t.create_time order by t.title /* List total time per Agent in a give period*/ select u.first_name as Firstname, u.last_name as Lastname, sum(ta.time_unit) from time_accounting ta left join users u on u.id = ta.create_by where u.id = ta.create_by and ta.create_time between '2015-05-01' and '2015-05-31' group by u.id Regards, Benedict

1 0

Change ticket state to open if another ticket is merged to it
by Rick Heisterhagen 01 Jun '15

01 Jun '15

Hi, I am looking for a way to let the state automatically change to open of the ticket that you merge another ticket into. The reason is that often customers do not care about the ticket number in the subject and open a new ticket and when merged to the "main" ticket it disappears because the "main" ticket is still in pending or close state. Is there a way to achieve this? Thanks!

1 0

PendingDiffTime per queue
by Rick Heisterhagen 01 Jun '15

01 Jun '15

Hey there, Does anyone know how to set the global value PendingDiffTime queue based in OTRS 3.3? I had the idea to maybe add a new MenuModule in the TicketZoomView present that to specific groups and add the custom DiffTime behind "<Item Key="Link">" but I don't know what. Any help is appreciated. Thanks!

1 0

Will there be a Windows Installer for OTRS 3.3.14?
by Rick Heisterhagen 01 Jun '15

01 Jun '15

Hi, I would like to install the latest minor patch but there is still a Windows Installer missing. http://ftp.otrs.org/pub/otrs/ Anyone an idea when it's released? Thanks!

1 0

Re: [otrs] Reporting for accounting and setup best practices for multiple customers
by Holger Erb 01 Jun '15

01 Jun '15

Hi, you can setup SLA on two different ways: QUEUE-based and SLA-based If you setup it queue-based you will have only one SLA for this queue, which means all your request within this queue are based on the same accounting etc. If you use SLA-based setup then you can define different SLAs for different Services and you will have different accounting possibilities. We have done it SLA-based and we collect all request for a country/department in one queue but we have the possibility to assign 1 out of 5 SLA-levels for a specific request. In practical it means, here three examples: - we assign SLA Prio 5 (highest) for server-related issues (here we have a first response within 30 min, a follow up within 2 h and a total solution of 4 hours). - we assign SLA Prio 3 (middle) for PC or Workgroup printer requests (here we have a first response within 3 hours, a follow up within 5 h and a total solution of 1 working day). - we assign SLA Prio 1 (lowest) for setup of new equipment/accounts/VPN access etc (here we have a first response within 1 working day, follow up within 8 hours, total solution of 1 week). You can use services as well and you can link them with all of your SLAs or with just one SLA, per example it makes no sense to enable SLA Prio 1 for a SERVER-related servcie (as no server in production can wait for a total repair time of 1 week, so we have disabled SLA Prio 1 and 3 for server-related services, only 5 is possible). You can run reports based on those timers (SLA violations etc., KPIs like first response time, Mean-Time-To-Repair, etc....) You can calculate as well for invoicing: (number of tickets per SLA level * by needed Time-Units * costs per Time-Units) - different SLA-levels have different pricing etc. Different customers are as well possible and different customers can be linked to all or totally different services etc. Several ways are possible to implement all of this and a deeper analyze of your individual specifications and requirements is needed and important to get the right things at the end of the day. I would recommend to test it on a test-system first before you configure (misconfigure) your production system. Hope it helps a bit and good luck. With best regards, HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO: HERB(a)MSXI-EURO.COM -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von otrs-request(a)otrs.org Gesendet: Donnerstag, 28. Mai 2015 14:00 An: otrs(a)otrs.org Betreff: otrs Digest, Vol 80, Issue 18 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. Reports for accounting and setup best practices for multiple customers (Linux4Bene) ---------------------------------------------------------------------- Message: 1 Date: Thu, 28 May 2015 10:59:53 +0000 (UTC) From: Linux4Bene <linux4bene(a)telenet.be> Subject: [otrs] Reports for accounting and setup best practices for multiple customers To: otrs(a)otrs.org Message-ID: <mk6sf9$p03$1(a)ger.gmane.org> Content-Type: text/plain; charset=UTF-8 Hi, I use otrs for almost 1.5 years and I like it a lot. I recently upgrade my 3.3.12 installation to 4.0.8. We now only have 1 queue for 1 internal department. This will change as we will now support more departments. This means there will be a need to report on the time spent on tickets per department. It will be used for time accounting and invoicing. A have a couple of questions regarding this: - The way we would implement it, is by using 1 queue per department. It would allows us to put SLA on a queue and so on. Is this good practice? I could go further and couple a specific e-mail address for every department so everything is neatly split per department. - In order to use the input of the tickets as base for accounting, we need some reports. I have looked through the reports but I can't seem to find the correct report. For instance, following situation: we have worked 300 minutes in april for department x, and 100 minutes in may for the same department. Management would like a couple of reports: - The tickets (title), time spent per ticket, and total time per given period for a given department. For april it would report all tickets and total time (300 minutes in our example). If a ticket is open for several months, then only the time spent in the given period should be reported to allow correct invoicing. The next month only 100 minutes should be reported. The time reported shouldn't depend on wether a ticket is open or closed. - Total ticket time per department (queue?) for a given period - Total ticket time per department (queue?), and per operator who worked on the ticket for a given period Any info or help with the reports and organisation of the queues would be helpful. Thanks, Benedict ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 80, Issue 18 ************************************

2 1

Statistics and SLA
by Hugo Hidalgo 31 May '15

31 May '15

Dear All, We have an OTRS Free 4 in our Company(NEC) and we are using your tool since four years. In this time ago, we have not been able the way to create a report of SLA with your tool. We have a procedure in MySQL but, we think that a tool of ticketing should have the way to create this reports. For example, it's normal in many companies to create a reports of ticket taking into account: · How long has a ticket since it was created until it closed(with an calendar)? · How long has a ticket since it was created until it closed(with an calendar) without count several states(when the ticket is waiting the answer)?. This is important for our final customers because there are many penalties if the tickets is not resolved in the time. We cannot be able to understand how OTRS don't have these features. My question is: Are there any extension or features for OTRS to calculate it?. Thank you for your help. Best regards. ---------------------------------------------------------------------------------------------- [Descripción: image001] Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 E-mail: hugo.hidalgo(a)emea.nec.com<mailto:hugo.hidalgo@emea.nec.com>

1 0

Prevent Tickets Closed into Postmaster Queue
by Scott R. Morgan 30 May '15

30 May '15

How can I setup the Postmaster queue so that tickets cannot be closed in the queue, required an agent to instead assign the ticket to a new queue before closing? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

2 1

AgentTicketQueue to display locked tickets also by default?
by Lars Jørgensen 28 May '15

28 May '15

Hi, We are two people coordinating the work of 14 first and second line support employees. We would like to be able to dive into a specific queue like "Printers" and see what is going on in there. If we use the AgentTicketQueue view we get all the open tickets, but we need to see the locked tickets too, to be able to see what our people are currently working on and if anything needs to be reprioritized. I know we can click the "All tickets" button when we have selected a queue, and that does work. The problem is that queues with no unlocked tickets will not be displayed at all in the AgentTicketQueue view. This is quite a common occurence here because all tickets gets assigned (locked) quickly, but can take time to solve and close. There's also the AgentTicketStatusView but that includes tickets from all queues in a jumble and is not very useful in our situation with 500+ tickets in progress. Is there a setting or hack to enable this mode of operation? Ideally it would be a separate menu item, because most agents will want the current OTRS functionality to pick unlocked tickets from. -- Lars

1 0

Reports for accounting and setup best practices for multiple customers
by Linux4Bene 28 May '15

28 May '15

Hi, I use otrs for almost 1.5 years and I like it a lot. I recently upgrade my 3.3.12 installation to 4.0.8. We now only have 1 queue for 1 internal department. This will change as we will now support more departments. This means there will be a need to report on the time spent on tickets per department. It will be used for time accounting and invoicing. A have a couple of questions regarding this: - The way we would implement it, is by using 1 queue per department. It would allows us to put SLA on a queue and so on. Is this good practice? I could go further and couple a specific e-mail address for every department so everything is neatly split per department. - In order to use the input of the tickets as base for accounting, we need some reports. I have looked through the reports but I can't seem to find the correct report. For instance, following situation: we have worked 300 minutes in april for department x, and 100 minutes in may for the same department. Management would like a couple of reports: - The tickets (title), time spent per ticket, and total time per given period for a given department. For april it would report all tickets and total time (300 minutes in our example). If a ticket is open for several months, then only the time spent in the given period should be reported to allow correct invoicing. The next month only 100 minutes should be reported. The time reported shouldn't depend on wether a ticket is open or closed. - Total ticket time per department (queue?) for a given period - Total ticket time per department (queue?), and per operator who worked on the ticket for a given period Any info or help with the reports and organisation of the queues would be helpful. Thanks, Benedict

1 0

OTRS behind Haproxy and GlusterFS
by Finetti, Stefano 23 May '15

23 May '15

Hi all, I think I have a rather complicated but intriguing question for the mailing list... I succeded in assmbelying and having up& running a 6 node cluster with apache running clustered and proxied by HAProxy. The most relevant thing of this structure is that the web root in on top of a glusterFS volume shared between the 6 nodes, so basically each apache server serves pages from the same cluster and every file upload is immediately available to other nodes. This approach is working quite well with a couple of web applications, and I was wondering about the possibility to migrate our OTRS from a single, standalone server (with Postgresql DB on a dedicated machine), to the cluster. What worries me is not the session problem because the otrs installation would remain a single one (staying in the clustered fs), but the scheduler and all the scheduled maintenance operations that otrs does during the day, the postmaster activities, and so. Has anyone had any experience with OTRS on top of a cluster with GFS2? Is my approach at least theoretically ok or am I doing something really wrong in your opinion? Thanks a lot -- *Lynx International Srl* *Stefano Finetti* *IT Manager* *http://www.lynx-international.com <http://www.lynx-international.com>* -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

2 4

Process ticket via web service
by Vishesh kumar 22 May '15

22 May '15

Hi Members, I am using OTRS web service to create tickets from command line/script. I am curious to know if I can use web service to create Process Ticket as well. -- Thanks, Vishesh Kumar

1 0

question
by Ritchie, Dennis 22 May '15

22 May '15

I currently have an OTRS (4.7) install on Centos 6.6. We are using a remote MySQL database (remote as in not on the same machine as the OTRS installation but in the same network vlan). Is this a recommended or supported setup? We are seeing slowdowns of up to 15 minutes on the OTRS system occasionally. Thank You Dennis

4 10

Re: [otrs] wrong timezone in DATE email header, OTRS 4.0.7
by Roman Ovchinnikov 21 May '15

21 May '15

Hello! Any ideas about this? Ovchinnikov Roman, Paymantix Cell +7 (926) 262-40-05 | Email: r.ovchinnikov(a)paymantix.com| Skype: rovchinnikov.mm On 30.04.2015 13:13, Roman Ovchinnikov wrote: > Hello! > Recently we have installed otrs 4.0.7 and found that emails being sent > from system has wrong timezone settings in Date field, for example: > > Received: from mail.paymantix.com (LHLO mail.paymantix.com) (78.140.183.180) > by mail.paymantix.com with LMTP; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from mail.paymantix.com (localhost [127.0.0.1]) > by mail.paymantix.com (Postfix) with ESMTPS id 9962116113E > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from localhost (localhost [127.0.0.1]) > by mail.paymantix.com (Postfix) with ESMTP id 8C8AA161198 > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > X-Virus-Scanned: amavisd-new at paymantix.com > Received: from mail.paymantix.com ([127.0.0.1]) > by localhost (mail.paymantix.com [127.0.0.1]) (amavisd-new, port 10026) > with ESMTP id BT8gD6m4-Jxz for <r.ovchinnikov(a)paymantix.com>; > Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from otrs.paymantix.net (unknown [78.140.183.183]) > by mail.paymantix.com (Postfix) with ESMTPS id 778EA16113E > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from otrs.paymantix.net (localhost [127.0.0.1]) > by otrs.paymantix.net (Postfix) with ESMTP id 5FF5F93 > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:03 +0000 (UTC) > MIME-Version: 1.0 > Subject: [Ticket#0100341] RE: test > X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) > X-Mailer: OTRS Mail Service (4.0.7) > Date: Thu, 30 Apr 2015 12:30:03 +0000 > > > as you can see, date in mail server messages are ok > 09:30:28 +0000 (UTC)), while > Date: Thu, 30 Apr 2015 12:30:03 +0000 > > so, offset is wrong. Server itself has UTC timezone, OTRS is configured as UTC +3 . > > Not sure what else should be tweaked, googling didn't give me any insights on this. >

2 5

Agent Tickets drop down missing
by Simon Allison 20 May '15

20 May '15

Dear all, I edited the sysconfig, Frontend::Agent::Ticket::ModuleRegistration, to add a new NavBar Entry (+), and this didn't work as I thought would, so I clicked on the minus (-) to get rid of it. Now the Whole Tickets button has vanished - ! The only other thing I changed was the Priority. Does anyone know how this is possible ? Is there a debug/log file I can check for this kind of thing? Thanks Simon P. Allison IT Infrastructure Support Engineer South Downs College, College Road, Waterlooville, Hampshire, PO7 8AA P Save our trees! Please don't print out this e-mail unless absolutely necessary. ________________________________ [http://www.southdowns.ac.uk/assets/efooter.png]<http://www.southdowns.ac.uk/apprenticeships> ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

1 0

curl: (52) Empty reply from server was displayed when Run curl command for REST Requests
by katsuji miyashita 20 May '15

20 May '15

Dear all, I want to get ticket ditail using curl command for REST interface. So that, I refered to the following URL. Reference page: https://otrs.github.io/doc/manual/admin/stable/en/html/genericinterface.htm… * cURL Examples for REST Requests Run curl comand on otrs server, but error message was displayed on console. Error message is "curl: (52) Empty reply from server". otrs version: otrs-4.0.7-01 OS: CentOS 6.6 Run command # curl "http://127.0.0.1/otrs/nph-genericinterface.pl/Webservice/GenericTicketConne…" * xxx= replace value of my environment Is the curl command option wrong ? Please tell me, How to get ticket ditail using curl command. Sincerely, katsuji

1 0

A way to connect customer and software
by Frank Lanitz 19 May '15

19 May '15

Hi, It's possible to link e.g. a server to a software inside ITSM. But I'm wondering whether it's possible to direct link a customer to a computer or an software? Currently I found only a link between customer -> ticket -> software (or similar). Thanks Frank

1 0

Not able to move locked tickets
by André Cavalcante 15 May '15

15 May '15

Hi There, After upgrading to OTRS 4.0.7. administrator user is not able to move locked tickets anymore. Is this the standard behavior? Os is there something wrong? Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL, MCSE*

2 1

Notification Event
by Justin Cole 13 May '15

13 May '15

Hello, It has been requested of me to set up notifications for both agents and customers in a particular group to notify of ANY changes to a ticket. The reason for this is that we have a user that just wants to follow along and be kept up to date via email. I am having a hard time picking out what “events” to use as a trigger. I can’t seem to find a reasonable definition for each of them so that I know what to include and what not to. Many of them are similar and in our version (3.3.8) there are even duplicates in the events list. There are two of ArticleAgentNotification and ArticleCustomerNotification each. Can someone please point me in the right direction as my google fu is failing me. Thanks in advance for any assistance! Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

2 1

How can add a button on a template?
by Sotiris 11 May '15

11 May '15

Hello, I am new developer and I am trying to add a button on a template. Is there a developers framework where I can drag and drop a button onto a template and after that I can write my code at the click event? Thank you in advance and kind regards!

1 0

Request for return receipt or delivery status notification
by Jakub Szczepańczyk 11 May '15

11 May '15

Hi, is it already in OTRS Request for return receipt or delivery status notification for sending messages ? -- Jakub Szczepańczyk Inżynier Serwisu Alfavox Sp. z o.o. ul. 1 Maja 17 43-300 Bielsko-Biała Tel.: +48 33 822 43 06 Fax: +48 33 822 43 06 e-mail: j.szczepanczyk(a)alfavox.pl www.alfavox.pl Alfavox Sp. z o.o., 43-300 Bielsko-Biała, ul. 1 Maja 17, wpisana przez Sąd Rejonowy w Bielsku-Białej do rejestru przedsiębiorców VIII Wydziału Gospodarczego Krajowego Rejestru Sądowego pod numerem KRS 0000223533, NIP: 547-201-50-75, o kapitale zakładowym 50000zł opłaconym w całości.

3 3

Ticket urgent
by Simon Allison 11 May '15

11 May '15

Some help please, we are still on OTRS 3.2.2. I tried to add a new template for new phone ticket, - I clicked on the plus sign under new phone ticket. Did an update, and now the whole Ticket navbar has gone! So I removed the option, and did another update, but still missing, Any help urgently ! Simon ________________________________ [http://www.southdowns.ac.uk/assets/efooter.png]<http://www.southdowns.ac.uk/apprenticeships> ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

1 0

Storing of large/binary data in Non-MySQL databases
by Christoph Zwerschke 07 May '15

07 May '15

When trying to migrate our OTRS database from MySQL to PostgreSQL, I noticed that the MySQL database uses LONGBLOBs in several places, which are binary objects, while on the other hand, OTRS creates TEXT columns for these columns when using PostgreSQL, which is a character type, not binary. Similarly, for Oracle and SQLServer, OTRS also uses character types for these columns. This makes it difficult to migrate between the databases, because you need to transform from binary to character, using the proper encoding. From looking at the source code, most of the LONGBLOBs are assumed to be UTF-8 encoded strings which can be converted to Postgres TEXT with convert_to(column, 'utf8'), while other LONGBLOBs, e.g. those storing representing attachments are assumed to be binary resp. the original encoding of the attachment. These are handled differently by OTRS - for databases other than MySQL, OTRS stores them in BASE64 encoding. The conversion can be done with Postgres using encode(column, 'base64'). My question is: Why do the other databases use character objects for all the LONGBLOBs including those that really contain binary data, so that for these databases, a BASE64 encoding is necessary, which costs performance when encoding and decoding and 33% more storage? Wouldn't it be much better and easier if OTRS used BLOBs consistently across all databases for the binary columns, and TEXT for the other large columns? All the databases support this. The BLOBs are just called BYTEA in Postgres. And MySQL also has LONGTEXT, no need to use LONGBLOBs if it's actually text. Also, would it be possible to use BYTEA in PostgreSQL instead of TEXT for the binary data columns, changing the database scheme accordingly and setting the DB::DirectBlob flag to 1 so that OTRS stops BASE64 encoding these columns? -- Christoph

2 4

Test
by Stefan Wagner 06 May '15

06 May '15

feedback -- Stefan Wagner Tel +49 911 4007844 Stefan.Wagner(a)logima.de http://www.logima.de Logima Software GmbH - Regensburger Straße 334a - 90480 Nürnberg Geschäftsführer: Daniel Schwartz Registernummer: HRB 28770, Amtsgericht Nürnberg

1 0

OTRS Appliance 4.0.7 - Cannot Login
by Stefan Wagner 06 May '15

06 May '15

Hello everybody, I installed the OTRS Appliance 4.0.7 on a virtual machine and everything looks good. It tells me that the default user is "root@localhost" with the password "root". I can open the web frontend (http://192.168.178.84/otrs/customer.pl) but if I try to login I get the message that the username or password is wrong. I tried to add another user via the command line - it told me it worked, but I cannot login with this credentials either. I also tried to change the password of the root@localhost user, it told me again it worked, but no luck in the web frontend. I also double checked the server name (it is the only otrs server running in the local network and the IP address is the same). Any idea how I can get a working login? Best regards! Stefan

3 2

OTRS + SAP Idendity Service
by Frank Lanitz 05 May '15

05 May '15

Hi folks, Does anybody of you is having experinces of using OTRS together with SAP idendity service? As OTRS is supporting SAML2 it should be working without big issue, but wondering whether theory is also working in practice? Are there any special things to keep care on? Thanks, Frank

1 0

Why does the OTRS-User need "GRANT" privileges?
by Hartmut Goebel 04 May '15

04 May '15

Hi, when investigating which database permissions the OTRS user need, I discovered, that for mysql the user gets "ALL PRIVILEGES" with "WITH GRANT OPTION" (Modules/Installer.pm). Why does the OTRS-User need GRANT" privileges? It does not create any other database-user, dosn't it? -- ▶︎Digitalcourage e.V., Hartmut Goebel, Marktstr. 18, D-33602 Bielefeld Tel: +49-521-1639 1639 | Fax: 0521-61172 | mail(a)digitalcourage.de https://digitalcourage.de | http://bigbrotherawards.de | ------------------------------------------------------------------ Für Bürgerrechte, Datenschutz und eine lebenswerte digitale Welt ----------------------------------------------------------------- Online spenden: https://digitalcourage.de/spende/

2 1

Fwd: FW: [Case#1015987] Ticket Escalation Warning! (Supreme court Wi-Fi Laun [...])
by Darshak Modi 01 May '15

01 May '15

pl remove Abhijit ID -------- Forwarded Message -------- Subject: FW: [Case#1015987] Ticket Escalation Warning! (Supreme court Wi-Fi Laun [...]) Date: Tue, 28 Apr 2015 17:33:21 +0530 From: Abhijit Acharya <abhijit.acharya(a)elitecore.com> To: 'Darshak Modi' <darshak.modi(a)elitecore.com> CC: milin.dholakia(a)elitecore.com Hi Darshak, Could you pls do the needful to remove my name from the alias due to which I am getting these mails from Airtel Bharti. Thanks & Regards Abhijit Acharya | Mob No - +91-97129-14476,Skype - abhijit-acharya, E-Mail - abhijit.acharya(a)elitecore.com Head Office:904, Silicon Tower, Behind Pariseema Building, Off C.G.Road, Nr. Lal Bungalow*,* Ahmedabad-380006. Gujarat, India.** *P****Save Paper - Save Trees** | **S**Save Water |**/7/**Switch**off as you go** | **q****Recycle **always*** *From:*System Notification -Do not Reply [mailto:do-not-reply@elitecore.com] *Sent:* 28 April 2015 15:00 *To:* abhijit.acharya(a)elitecore.com *Subject:* [Case#1015987] Ticket Escalation Warning! (Supreme court Wi-Fi Laun [...]) Hi Abhijit, The ticket [1015987] will escalate! Escalation at: 2015-04-28 19:30:02 Escalation in: 4h 30m Level 1 Bhartiwifi <level.1.bhartiwifi(a)ericsson.com <mailto:level.1.bhartiwifi@ericsson.com>> wrote: <snip> Hi Sir, We need to map SSID AirtelWiFiZone1 with respect to VLAN 1142. Kindly check the possibility for doing the change at BNG. Regards. [Description: Description: Ericsson]<http://www.ericsson.com/> ABHIJEET BARNWAL Engineer - 1st Level Assurance Ericsson Global India Services Ericsson 4th Floor, Tower-A, Knowledge Boulevard Noida, India Phone +919717298411 abhijeet.barnwal(a)ericsson.com<mailto:abhijeet.barnwal@ericsson.com <mailto:abhijeet.barnwal@ericsson.com%3cmailto:abhijeet.barnwal@ericsson.com>> www.ericsson.com <http://www.ericsson.com><http://www.ericsson.com> From: Abhishek Saini [mailto:abhishek.saini@elitecore.com] Sent: Friday, April 24, 2015 4:17 PM To: Level 1 Bhartiwifi Cc: Devesh Singh; AIRTELWIFI-EC-OPS(a)elitecore.com <mailto:AIRTELWIFI-EC-OPS@elitecore.com> Subject: RE: Supreme court Wi-Fi Launch - URGENT ATTENT REQUIRED !!!!! Dear Team, Hotspot package has been updated with FR_25MB_24Hrs. Mentioned calling station IDs already mapped to reseller account. Regarding SSID change to AirtelWiFiZone1, kindly check the possibility for doing the <snip> Please have a look at: http://csmsupport.elitecore.com/otrs/index.pl?Action=AgentTicketZoom;Ticket… Your OTRS Notification Master

1 1

wrong timezone in DATE email header, OTRS 4.0.7
by Roman Ovchinnikov 30 Apr '15

30 Apr '15

Hello! Recently we have installed otrs 4.0.7 and found that emails being sent from system has wrong timezone settings in Date field, for example: Received: from mail.paymantix.com (LHLO mail.paymantix.com) (78.140.183.180) by mail.paymantix.com with LMTP; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from mail.paymantix.com (localhost [127.0.0.1]) by mail.paymantix.com (Postfix) with ESMTPS id 9962116113E for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from localhost (localhost [127.0.0.1]) by mail.paymantix.com (Postfix) with ESMTP id 8C8AA161198 for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) X-Virus-Scanned: amavisd-new at paymantix.com Received: from mail.paymantix.com ([127.0.0.1]) by localhost (mail.paymantix.com [127.0.0.1]) (amavisd-new, port 10026) with ESMTP id BT8gD6m4-Jxz for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from otrs.paymantix.net (unknown [78.140.183.183]) by mail.paymantix.com (Postfix) with ESMTPS id 778EA16113E for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from otrs.paymantix.net (localhost [127.0.0.1]) by otrs.paymantix.net (Postfix) with ESMTP id 5FF5F93 for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:03 +0000 (UTC) MIME-Version: 1.0 Subject: [Ticket#0100341] RE: test X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (4.0.7) Date: Thu, 30 Apr 2015 12:30:03 +0000 as you can see, date in mail server messages are ok 09:30:28 +0000 (UTC)), while Date: Thu, 30 Apr 2015 12:30:03 +0000 so, offset is wrong. Server itself has UTC timezone, OTRS is configured as UTC +3 . Not sure what else should be tweaked, googling didn't give me any insights on this. -- Ovchinnikov Roman, Paymantix Cell +7 (926) 262-40-05 | Email: r.ovchinnikov(a)paymantix.com| Skype: rovchinnikov.mm

1 0

Re: [otrs] Splitting ticket doesn't delete article from source ticket
by LQ Marshall 27 Apr '15

27 Apr '15

Split function as you have found doesn't remove it copies. You can create the new ticket and then manually move the article via the database using... (mysql) update article set ticket_id=<newticketjob> where id=<articleidnumber>. Don't manipulate the DB directly unless you know what you are doing. -------- Original message -------- From: Paolo Mosconi <paolo.mosconi(a)actvalue.com> Date: 04/27/2015 04:53 (GMT-05:00) To: otrs(a)otrs.org Subject: [otrs] Splitting ticket doesn't delete article from source ticket Hi, I'm using OTRS 4.0.1 and I believe I'm having problems with Ticket Split functionality. Example: ticket #1 has 7 articles and I'd like to move article 4 to a new ticket; by selecting Split, a new phone ticket is created containing a copy of article 4, but article 4 itself is still contained in ticket 1 (I was expecting it to be deleted). Thanks for any suggestion / explanations Best regards Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/> --------------------------------------------------------------------- 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

3 2

Create Tickets via a RestAppi
by Victor Medina 27 Apr '15

27 Apr '15

Hi guys! I would like to know if there is any way to create tickets, customers and customers users via a RestAPI? -- Víctor E. Medina M. Platform Architect / Chief Infrastructure +58424 291 4561 BB #79A8AFA2 @VMCibersys

2 2

Splitting ticket doesn't delete article from source ticket
by Paolo Mosconi 27 Apr '15

27 Apr '15

Hi, I'm using OTRS 4.0.1 and I believe I'm having problems with Ticket Split functionality. Example: ticket #1 has 7 articles and I'd like to move article 4 to a new ticket; by selecting Split, a new phone ticket is created containing a copy of article 4, but article 4 itself is still contained in ticket 1 (I was expecting it to be deleted). Thanks for any suggestion / explanations Best regards Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

1 0

Insert customer IP Address into Ticket Information
by Pritesh BHEEMANEE 22 Apr '15

22 Apr '15

Hello everyone, I would like to add IP Address of customer in Ticket Information section, to see when we do AgentTicketZoom. Problem is that Dyanmic field is not working to see the IP address. In addition, when i create new label in dtl file, it shows my IP in All tickets. What I did so far (on OTRS 3.3.6 / PostgreSQL 9.3.5 / Perl 5.10.1 (linux) is used / OS: Cent OS 6.5): Case1: 1) Go to Admin -> Dynamic Fields and create a new "Ticket" field of the "text" type (I called mine "ipaddr"). 2) Go to Admin -> SysConfig and once again select "Ticket". Load the settings for "Frontend::Agent::Ticket::ViewZoom". Scroll down to the bottom to the "Ticket::Frontend::AgentTicketZoom###DynamicField" setting and once again add an option with the Key of "ipaddr" with the content of 1. 3) Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl Near the very bottom of the file, there's a <script> tag that runs the "Core.Customer.InitFocus();" function. Right beneath that line, i add the following: document.getElementById('ipaddr').style.display = 'none'; document.getElementById('IP').style.display = 'none'; document.getElementById("ipaddr").value = "$Env{"REMOTE_ADDR"}"; Output: Dyanmic field is not working in ticket Information. Its not showing even label name in ticket Information section. Case2: I tried to add IP label to file AgentTicketZoom.dtl. /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl <label>IP Addr: </label><a href="https://www.mysite.com/ip?ip_addr=$Env{"REMOTE_ADDR"}" target="_blank" class="DynamicFieldLink" > $Env{"REMOTE_ADDR"} </a> </label> Output: It shows same IP Address for ALL tickets instaed of customer's IP address. I have tried HTTP_FORWARDED_FOR also, for proxy but both are not working. I hope i am clear. Thanks in advanced for your input and time ! ! Cheers, Pritesh

1 0

Trouble with ticket number in Subject
by Henry Combrinck 20 Apr '15

20 Apr '15

Hi there, Using OTRS 4.latest. We have a new installation of OTRS and things seem to be working fine, except that we cannot get a consistent Subject line with a ticket number included. For example, using the standard <OTRS_CUSTOMER_SUBJECT[20]> in the auto-response, it only includes whatever the client sent. ie, not "[Ticket#2015....] Rest of subject..." If I use the following: <OTRS_TICKET_TicketNumber> <OTRS_CUSTOMER_SUBJECT[20]>, then the result is something along these lines: "[Ticket#2015041908000541] 2015041908000541 Rest of subject..." I'm at a bit of a loss. I've compared it to another OTRS setup (also 4.x) which has been operating fine for years (upgraded all the way from 3.whatever), but cannot spot an issue. I'd appreciate any pointers. Thanks Henry

3 5

KIX4OTRS 7: otrs Digest, Vol 79, Issue 4
by Anna Brakoniecka 20 Apr '15

20 Apr '15

Hello, KIX4OTRS 7 for OTRS 4 will be probably published within 2 weeks from now. We'll inform you via our newsletter and social media channels: http://www.cape-it.de/news-en http://twitter.com/capeit <http://twitter.com/capeit> http://www.facebook.com/capeIT <http://www.facebook.com/capeIT> https://plus.google.com/114925213123595998821/posts https://www.xing.com/companies/c.a.p.e.itgmbh Kind regards, Anna Brakoniecka ** Easy and fast order management in KIX4OTRS ** ** Quick administration of workflows with subtasks ** ** http://www.cape-it.de/kixtemplateworkflows-en ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ <http://www.cape-it.de/> Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Today's Topics: 1. Password protecting OTRS (via apache config) - apache 2.2 -> 2.4 (henka(a)cityweb.co.za) 2. Re: Password protecting OTRS (via apache config) - apache 2.2 -> 2.4 (Will Sheldon) 3. KIX4OTRS 7 (Placide Lysias NJAMI) ------------------------------ Message: 3 Date: Mon, 13 Apr 2015 11:32:18 +0000 From: Placide Lysias NJAMI <p.njami(a)gelgh.com> Subject: [otrs] KIX4OTRS 7 To: <otrs(a)otrs.org> Message-ID: <006101d075dd$80b51e40$821f5ac0$(a)gelgh.com> Content-Type: text/plain; charset="us-ascii" When the release of kix4otrs 7 to work with OTRS 4.0 ? Cdt ! Placide -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150413/34f400a6/attachme…> -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 2051 bytes Desc: not available URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150413/34f400a6/attachme…> ------------------------------

1 0

Re: [otrs] merge tickets - message body
by Placide Lysias NJAMI 17 Apr '15

17 Apr '15

Hi, You are looking then for otrs tags. Below are some that you can try! Let us know if it works <OTRS_TICKET_Title> <OTRS_TICKET_TicketNumber> <OTRS_TICKET_TicketID> <OTRS_TICKET_Queue> <OTRS_TICKET_QueueID> <OTRS_TICKET_State> <OTRS_TICKET_StateID> <OTRS_TICKET_StateType> <OTRS_TICKET_Priority> <OTRS_TICKET_PriorityID> Best Regards / Cordialement ----- Placide -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : jeudi 16 avril 2015 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 79, Issue 6 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: morge tickets - message body (Gerald Young) 2. Re: otrs Digest, Vol 79, Issue 5 (Placide Lysias NJAMI) 3. Re: merge tickets - message body (Jakub Szczepa?czyk) ---------------------------------------------------------------------- Message: 1 Date: Wed, 15 Apr 2015 08:15:59 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] morge tickets - message body To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUJ3yuOYnU5rsy6MHTPBGMN6+o5Gne3hxiYZ1giY3LX58w(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" SysConfig Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewMerge On Wed, Apr 15, 2015 at 4:22 AM, Jakub Szczepa?czyk < j.szczepanczyk(a)alfavox.pl> wrote: > Hi there, > > when i merge tickets i have predefine message body: > > Your email with ticket number <OTRS_TICKET> is merged to > <OTRS_MERGE_TO_TICKET>. > > How to add more variables to this message like subject: > > Your email with ticket number <OTRS_TICKET> TICKET_SUBJECT is merged > to <OTRS_MERGE_TO_TICKET>. > > -- > Jakub Szczepa?czyk > > --------------------------------------------------------------------- > 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

2 1

Controlling Email Notification in OTRS !!
by Senthil Kumar 17 Apr '15

17 Apr '15

Hi, I have a OTRS system with around 600 users. To avoid everyone can enable Email notification for new ticket, ticket update and ticket move, I want to create a control mechanism. Wherein only root@localhost can give permission for Notification through email. I have tried in disabling the option from Sysconfig => Ticket -> Frontend::Agent::Preferences "New Ticket notifify" and others. But this hides the option in both Agent console and root@localhost admin console. Is there a way, I can create a role, group or ACL to contol which users can enable notification through email, to avoid the load in Email server. Senthil

1 0

morge tickets - message body
by Jakub Szczepańczyk 15 Apr '15

15 Apr '15

Hi there, when i merge tickets i have predefine message body: Your email with ticket number <OTRS_TICKET> is merged to <OTRS_MERGE_TO_TICKET>. How to add more variables to this message like subject: Your email with ticket number <OTRS_TICKET> TICKET_SUBJECT is merged to <OTRS_MERGE_TO_TICKET>. -- Jakub Szczepańczyk

2 2

Re: [otrs] otrs Digest, Vol 79, Issue 5
by Placide Lysias NJAMI 15 Apr '15

15 Apr '15

Hi Jacub, To change the message when merging tickets, go to Admin -> SysConfig Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewMerge There you have the message to modify. Best Regards / Cordialement ----- Placide -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : mercredi 15 avril 2015 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 79, Issue 5 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. morge tickets - message body (Jakub Szczepa?czyk) ---------------------------------------------------------------------- Message: 1 Date: Wed, 15 Apr 2015 10:22:56 +0200 From: Jakub Szczepa?czyk <j.szczepanczyk(a)alfavox.pl> Subject: [otrs] morge tickets - message body To: otrs(a)otrs.org Message-ID: <552E1FE0.4030704(a)alfavox.pl> Content-Type: text/plain; charset=utf-8; format=flowed Hi there, when i merge tickets i have predefine message body: Your email with ticket number <OTRS_TICKET> is merged to <OTRS_MERGE_TO_TICKET>. How to add more variables to this message like subject: Your email with ticket number <OTRS_TICKET> TICKET_SUBJECT is merged to <OTRS_MERGE_TO_TICKET>. -- Jakub Szczepa?czyk ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 79, Issue 5 ***********************************

1 0

KIX4OTRS 7
by Placide Lysias NJAMI 13 Apr '15

13 Apr '15

When the release of kix4otrs 7 to work with OTRS 4.0 ? Cdt ! Placide

1 0

Password protecting OTRS (via apache config) - apache 2.2 -> 2.4
by henka＠cityweb.co.za 12 Apr '15

12 Apr '15

Greets, I know this is more of an Apache question, but hopefully someone else has experienced this and knows the answer. We've been using OTRS on Apache 2.2 for many years, and we've had a two-level login system using the following apache config in otrs.sitename.com.conf which has worked well: Directory "/opt/otrs/bin/cgi-bin"> order deny,allow deny from all AllowOverride Limit allow from 1.1.1.1 2.2.2.2 AuthType basic AuthName "Helpdesk" AuthUserFile /www/etc/users.helpdesk require valid-user Satisfy all </Directory> ie, you get authenticated via the above pw file, and also restricted based on IP. Now, we have an apache 2.4 server, and things have changed somewhat, and the above login system no longer works at all (trimmed down to basics): <Directory "/opt/otrs/bin/cgi-bin"> Require all denied AuthName "Helpdesk" AuthType Basic AuthUserFile /www/etc/users.helpdesk Require valid-user </Directory> I'd appreciate any pointers. Thanks Henk

2 1

innodb_log_file_size in OTRS 4.0.7
by Alan 09 Apr '15

09 Apr '15

Reading the changes in OTRS 4.0.7, I was surprised to see this: MySQL: Added check for innodb_log_file_size setting to both the installer > and the support data collector in order to make sure it matches the minimum > requirements. > MySQL's documentation <http://dev.mysql.com/doc/refman/5.6/en/innodb-parameters.html#sysvar_innodb…> shows that: innodb_log_file_size * innodb_log_files_in_group = <redo log size> So OTRS should be checking both settings: innodb_log_file_size * innodb_log_files_in_group >= 512 MB Furthermore, the MySQL documentation shows that the redo log is (only?) used for crash recovery: http://dev.mysql.com/doc/refman/5.6/en/glossary.html#glos_redo_log So what inspired this check in the first place? And if the check is really needed, perhaps it should be added to otrs.CheckDB.pl, together with some information in the installation and upgrade manual. Alan

1 0

How to remove individual postings (not tickets)?
by Frank Thommen 07 Apr '15

07 Apr '15

Hi, I'm sure this has already been asked in the past but I don't seem able to find any appropriate postings: How can I remove individual mails/postings (/not/ complete tickets!) in OTRS tickets? Background is, that due to technical problems I have several tickets with dozens of intermixed duplicate entries which makes these tickets almost unreadable and unusable. I'd like to remove the duplicate entries from these tickets. I don't care if this is done through the webgui or directly in the database. (But I have never dealt with the OTRS database directly so far) I'm using OTRS 3.2.9 on CentOS 5 with MySQL. Thanks in advance Frank

3 4

disable closed state for answer templates
by Jakub Szczepańczyk 07 Apr '15

07 Apr '15

Hi, is it possible to disable "closed succesful" state on states list which normaly could be set when using answer templates? -- Jakub Szczepańczyk

4 4

Wrong customer selection in CC on incoming ticket
by Marco Ferreira 31 Mar '15

31 Mar '15

Hi OTRS Community and Christoph Sandhaus, I have installed OTRS version otrs-4.0.5 running on Linux CentOS 6 x64 and I have the same problem report for Christoph Sandhaus as the email below. Someone have this problem and know how to solved or Christoph you know how to fix? On an incoming ticket via PostMaster otrs adds a wrong customer on CC and sends a confirmation mail. I would like to figure out how otrs selects this customer. But I have _no_ idea where to start over. Any hint is apprechiated! Here is a description of my problem: All our customer IDs are mailaddresses. Assume the customers mail address of the incoming ticket is la...(a)mycompany.com<mailto:la...@mycompany.com> But additionally there is a customers address like first...(a)mycompany.com<mailto:first...@mycompany.com> Now the ticket history contains (freely translated from german): NewTicket - ... CustomerUpdate - updated: CustomerId=...;CustomerUser=first.last(a)mycompany.com ... SendAutoReply - AutoReply send to <la...(a)mycompany.com<mailto:la...@mycompany.com>> The auto reply mail contains an "CC" entry to "fist...(a)mycompany.com<mailto:fist...@mycompany.com>". Thanks for any help ... Thanks in advance. Best regards, Marco Ferreira

1 0

OTRS module for automatic comment on certain senders
by Benjamin Fernandis 30 Mar '15

30 Mar '15

Hi, We are using OTRS help desk for our support team. We require to do automatic comment on certain tickets which has specific sender. For example : If we get email from abc(a)example.com , OTRS creates its ticket and append / add pre-defined comment into that ticket. I can make perl code out of OTRS but i never tried perl code with other application integration so bit confused that how to start and from where I can start. Please suggest me to do this. Thanks Ben

1 0

See tickets for one queue when there is no unlocked ticket
by Ugo Bellavance 28 Mar '15

28 Mar '15

Hi, In queue view, we only see queues with unlocked tickets. All other queues are locked. We often want to see all tickets in a queue, but we need to have a shortcut to do so and it is a pain. Is there another way? Is there a way to show queues with 0 unlocked tickets? Thanks, Ugo

1 0

Reminder just after follow-up
by Ugo Bellavance 28 Mar '15

28 Mar '15

Hi, Most of the time, when we get a follow-up on a ticket, we get a reminder a few seconds later. Anyone has seen this? Also, how do we configure the default reminder delay (looks like 5 day)? The documentation on reminder is a bit light to me. Thanks, Ugo

1 0

picture inside @ as atachement
by Jakub Szczepańczyk 27 Mar '15

27 Mar '15

Hi, is it possibile in OTRS4 to show picture inside recived message on atachements list as it was for ex. in OTRS 2.4 ? -- Jakub Szczepańczyk

1 0

Forward template not working without richtext/HTML
by Branislav Brna 23 Mar '15

23 Mar '15

Hi, I tried to create forward template and to my surprise I found that I am unable to get it working without enabled rich text editor. Without enabling it all I get is only original text. I consider this rather strange since when I create reply/answer template everything is working even without rich text enabled. Is there any way to get forward template working without rich text editor? Thanks for any reply

1 0

Cant email attachment over 6mb
by Wahlstedt, Walter 18 Mar '15

18 Mar '15

I am having trouble email attachments over 6mb. I have set the StorageModule to ArticleStorageFS and WebUploadCacheModule to FS and WebMaxFileUpload to 24000000. When I attach a file over 6mb and try to email I get the error: IMPOSSIBLE TO SEND MESSAGE TO: WWAHLSTEDT(a)UNIONKY.EDU<mailto:WWAHLSTEDT@UNIONKY.EDU> Thanks, Walter Confidentiality Statement - This electronic communication contains information from the Union College e-mail message system and is confidential and/or privileged. The information is intended for the exclusive use of the addressee(s). If you are not the intended recipient, be aware that any use, disclosure, dissemination, distribution, duplication, or choice of action/response as a result of the content of this email is strictly prohibited. If you have received this electronic message in error, please notify us immediately by return e-mail to the sender and by telephone at (606) 546-4151, and delete/destroy it without copying or reading the original message.

2 1

About the REST Add-ON
by Arthur Grohe 18 Mar '15

18 Mar '15

Hi! anyone know how much the rest add-on is and where to get it? oh, and is it compatible with OTRS 3.3.x versions? and last but not least, can someone provide a link how to install / configure this? Thank you very much! Greets, Arthur

2 1

Roadmap?
by Guimarães Faria Corcete DUTRA, Leandro 16 Mar '15

16 Mar '15

Is there anything like a roadmap? Thanks in advance. -- skype:leandro.gfc.dutra?chat Yahoo!: ymsgr:sendIM?lgcdutra +55 (61) 3546 7191 gTalk: xmpp:leandrod@jabber.org +55 (61) 9302 2691 ICQ/AIM: aim:GoIM?screenname=61287803 BRAZIL GMT−3 MSN: msnim:chat?contact=leandro@dutra.fastmail.fm

1 0

can't send message with atachement after update
by Jakub Szczepańczyk 16 Mar '15

16 Mar '15

Hi, after OTRS 3.3.8 update to 4.0.6 i can't send massage with attachement: apache linux: Backend ERROR: OTRS-CGI-46 Perl: 5.14.2 OS: linux Time: Mon Mar 16 09:30:51 2015 Message: Impossible to send message to: mymail(a)mydomain.com . RemoteAddress: 10.100.0.131 RequestURI: /otrs/index.pl Traceback (11906): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2560 Module: Kernel::Modules::AgentTicketEmail::Run Line: 1298 Module: Kernel::System::Web::InterfaceAgent::Run Line: 987 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 iss windows: Backend ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: MSWin32 Time: Mon Mar 16 09:58:24 2015 Message: Impossible to send message to: mymail(a)mydomain.com . RemoteAddress: 10.100.0.131 RequestURI: /otrs/index.pl Traceback (5272): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2560 Module: Kernel::Modules::AgentTicketEmail::Run Line: 1298 Module: Kernel::System::Web::InterfaceAgent::Run Line: 987 Module: PerlEx::Precompiler::c_::otrs::otrs::bin::cgi2dbin::index_pl::__ANON__ Line: 41 Module: (eval) Line: 458 Module: PerlEx::Precompiler::Execute Line: 458 Any ideas please? -- Jakub Szczepańczyk

2 1

Wrong customer selection in CC on incoming ticket
by Christoph Sandhaus 10 Mar '15

10 Mar '15

Hi! On an incoming ticket via PostMaster otrs adds a wrong customer on CC and sends a confirmation mail. I would like to figure out how otrs selects this customer. But I have _no_ idea where to start over. Any hint is apprechiated! Here is a description of my problem: All our customer IDs are mailaddresses. Assume the customers mail address of the incoming ticket is last(a)mycompany.com But additionally there is a customers address like first.last(a)mycompany.com Now the ticket history contains (freely translated from german): NewTicket - ... CustomerUpdate - updated: CustomerId=...;CustomerUser=first.last(a)mycompany.com ... SendAutoReply - AutoReply send to <last(a)mycompany.com> The auto reply mail contains an "CC" entry to "fist.last(a)mycompany.com". Thanks for any help ... ===== OTRS: 4.0.5 on debian 7.8

2 3

Re: [otrs] Pb with old mail
by Laracroft Annie Nadeem 09 Mar '15

09 Mar '15

Yes kindly delete this. Skickat från min Samsung-enhet -------- Originalmeddelande -------- Från: Gerald Young <crythias(a)gmail.com> Datum: 09-03-2015 14:39 (GMT+01:00) Till: "User questions and discussions about OTRS." <otrs(a)otrs.org> Rubrik: Re: [otrs] Pb with old mail > *Got a packet bigger than 'max_allowed_packet' bytes* adjust in mysql config and restart mysql. Summary: attachment too big. On Mon, Mar 9, 2015 at 3:50 AM, claude <pref-otrs(a)haute-garonne.gouv.fr> wrote: > Hi, > > Everyday I have error : > > *Can't process email with MessageID > <<20130416095744.F1FEC12D8003(a)xxxxxxx.xxxx.xx> > <20130416095744.F1FEC12D8003(a)xxxxxxx.xxxx.xx>>! Please create a bug report > with this email (From: MAILER-DAEMON(a)mx1.ovh.net > <MAILER-DAEMON(a)mx1.ovh.net>, Located under var/spool/problem-email*) on > http://bugs.otrs.org/ <http://bugs.otrs.org/>!, Got a packet bigger than > 'max_allowed_packet' bytes, SQL: 'INSERT INTO article (ticket_id, > article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, > a_subject, a_message_id, a_in_reply_to, a_references, a_body, > a_content_type, content_path, valid_id, incoming_time, create_time, > create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, > ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)'* > > This message refers to a old deleted ticket. In *var/spool/problem-email* > I have two files named > > *"problem-emailxxxx". *Can I delete this files and does this action > solves this problem ? > > Thanks and regards. > > Claude > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

Pb with old mail
by claude 09 Mar '15

09 Mar '15

Hi, Everyday I have error : /Can't process email with MessageID <<20130416095744.F1FEC12D8003(a)xxxxxxx.xxxx.xx>>! Please create a bug report with this email (From: MAILER-DAEMON(a)mx1.ovh.net, Located under var/spool/problem-email*) on http://bugs.otrs.org/!, Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_in_reply_to, a_references, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)'/ This message refers to a old deleted ticket. In /var/spool/problem-email/ I have two files named /"problem-emailxxxx". /Can I delete this files and does this action solves this problem ? Thanks and regards. Claude

2 1

ITSM-CIAttributeCollection for OTRS 4 ready to download
by Anna Brakoniecka 06 Mar '15

06 Mar '15

Hello, we've published ITSM-CIAttributeCollection for OTRS 4 lately and you can download it for free from our website: http://www.cape-it.de/en/download/free-additional-otrs-modules.html This package provides additional CI-attributes. Additionally, we've fixed error in refresh links for CIClassReference, we've fixed CMDB-Search with TicketReference attributes, and it's possible to have more precise description on type DynamicField. If you have any hints or improvement suggestions, please contact us anytime. Kind regards, Anna ** Visit us at the CeBIT fair in Hannover ** ** 16th-20th March 2015, Boot H16/015 in hall 6 ** ** http://www.cape-it.de/cebit-en ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

1 0

OTRS 4.0.6 PostMaster hanges
by Jakub Szczepańczyk 05 Mar '15

05 Mar '15

Hi, we have problem with PostaMasterMailbox hanged up. We use 4.0.6 on Windows but same situation was on 3.3.8. Mail configuration have POP3S protocol set up. In OTRS log i found: [Wed Mar 4 15:50:07 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015030420000092/Mail2] created (TicketID=751,Queue=CC,Priority=3 normal,State=new) [Wed Mar 4 15:50:07 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015030420000109/Mail2] created (TicketID=752,Queue=CC,Priority=3 normal,State=new) [Wed Mar 4 15:50:10 2015][Notice][Kernel::System::EmailParser::PartsAttachments] Totally empty attachment part (1 [Wed Mar 4 16:30:01 2015][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running [Wed Mar 4 16:40:01 2015][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running [Wed Mar 4 16:50:01 2015][Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterMailbox/MAIL/5320, because 1 hour old! And after that OTRS start to get mails from the beginning. When OTRS work as i described above after few hours CPU of server is used in 100% by many of perl.exe processes. Any ideas? -- Jakub Szczepańczyk Inżynier Serwisu Alfavox Sp. z o.o. ul. 1 Maja 17 43-300 Bielsko-Biała Tel.: +48 33 822 43 06 Fax: +48 33 822 43 06 e-mail: j.szczepanczyk(a)alfavox.pl www.alfavox.pl Alfavox Sp. z o.o., 43-300 Bielsko-Biała, ul. 1 Maja 17, wpisana przez Sąd Rejonowy w Bielsku-Białej do rejestru przedsiębiorców VIII Wydziału Gospodarczego Krajowego Rejestru Sądowego pod numerem KRS 0000223533, NIP: 547-201-50-75, o kapitale zakładowym 50000zł opłaconym w całości.

2 1

Re: [otrs] Dynamic fields in statistics
by Paolo Mosconi 05 Mar '15

05 Mar '15

Hi, upon further investigation and querying the database, it seems to me that there statistics' result with dynamic fields are incorrect. I'm able to make a query that yields the same result of a simple stat for ticket closed last month. The following query yields the same total and therefore I believe it is correct (I also cross checked a few data): select case when t.queue_id = 4 then 'Misc' else 'EDP' end as Coda, case when d.value_text = 1 then 'Informazioni' when d.value_text = 2 then 'Pagamento' when d.value_text = 3 then 'Consegna Espresso' when d.value_text = 4 then 'Consegna Tecnica' when d.value_text = 5 then 'Reso' when d.value_text = 6 then 'Carta Fan' else d.value_text end as TipoRichiesta, count(t.id) as Ticket from ticket t join dynamic_field_value d on d.object_id = t.id where t.queue_id in (4, 5) -- MISC, EDP and t.ticket_state_id = 2 -- Closed Successful and d.field_id = 3 -- TicketType and t.change_time between '20150201' and '20150228' group by t.queue_id, TipoRichiesta Aside for the duplicated dynamic field value rows (which I now believe I understand) the stat result is totally inconsistent with the above. paolo mosconi Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/> From: Paolo Mosconi Sent: giovedì 5 marzo 2015 12:14 To: 'otrs(a)otrs.org' Subject: Dynamic fields in statistics Hi, I created a new stat to show number of tickets by a dynamic field (request type) on X axis and status on Y axis. One of the dynamic field values is repeated twice in the report, i.e. there are two columns, and I would like to know why ... It might not be related, but the repeated value is the default one. I'm using OTRS 4.0.1. Any idea? Thanks Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

1 0

Statistic for number of articles
by Paolo Mosconi 05 Mar '15

05 Mar '15

Hi, In OTRS 4 I'd like to create a stat showing the number of articles associated with tickets. Ideally I'd like to have the max and average number of articles for tickets closed in a specified period of time. Is this possible? Thanks in advance paolo mosconi Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

1 0

Dynamic fields in statistics
by Paolo Mosconi 05 Mar '15

05 Mar '15

Hi, I created a new stat to show number of tickets by a dynamic field (request type) on X axis and status on Y axis. One of the dynamic field values is repeated twice in the report, i.e. there are two columns, and I would like to know why ... It might not be related, but the repeated value is the default one. I'm using OTRS 4.0.1. Any idea? Thanks Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

1 0

(no subject)
by Sergey Shumakher 04 Mar '15

04 Mar '15

HI! I installed OTRS4 and playing with the settings. I rename the group "admin". The next entry is not possible to get to the administration section. There is simply no links in the interface. If the URL directly dial an error "Message: No Permission to use this frontend module!" Search issued a decision to restore directly in the database UPDATE group_user SET permission_value = 1 WHERE user_id = 1 AND group_id = 2 AND permission_key = 'rw'; But I like in these tables have all the rights mysql> SELECT * FROM group_user; +---------+----------+----------------+------------------+---------------------+-----------+---------------------+-----------+ | User_id | group_id | permission_key | permission_value | create_time | create_by | change_time | change_by | +---------+----------+----------------+------------------+---------------------+-----------+---------------------+-----------+ | 1 | 1 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 1 | 2 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 1 | 3 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 2 | 1 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | | 2 | 2 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | | 2 | 3 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | +---------+----------+----------------+------------------+---------------------+-----------+---------------------+-----------+ Here are 2 of my User mysql> SELECT id, login FROM users; + ---- + ------- + | Id | login | + ---- + ------- + | 1 | admin | | 2 | ssv | + ---- + ------- + Where else to look?

3 4

How to split a ticket
by claude 02 Mar '15

02 Mar '15

Hi, A customer send one message with the same email address and same subject than an 3 years old ticket. My config : PostmasterFollowUpSearchInBody : Yes PostmasterFollowUpSearchInReferences : Yes This new message was considered like a follow up. But in this case it's wrong. So, can I split this ticket ? and how ? Thanks and regards Claude

4 6

Services linked to Customer DB
by Luis Daniel Lucio Quiroz 28 Feb '15

28 Feb '15

Hi @ll! Currently I am setting up my own OTRS. And I have next scenario: - Many websites, each website has its own DB. Each Website represents a service. I have set up multiple Customer DB and users are able to log without problem. But I'd like that when user@website1 logs, he/she will see the service available automatically. When user@website2, he/she will see the other service. Is this possible? How? I have been reading perl code and manuals but I couldn't realize how. Regards Luis Daniel Lucio Quiroz CISSP, CISM, CISA Linux, VoIP and much more fun www.okay.com.mx Need LCR? Check out LCR for FusionPBX with FreeSWITCH Need Billing? Check out Billing for FusionPBX with FreeSWITCH

3 4

Otrs Slow Response/lockup
by Ritchie, Dennis 26 Feb '15

26 Feb '15

Approximately every 2 days, I have to restart Apache and OTRS on my Centos 6.6, Mysql 5.6.16, Perl 5.10.1, and OTRS 4.03 System: This is due to the following: When I open up a browser window to log into the OTRS Application, I get a white screen, if I am already logged in and try to change screens, I get the spinning wheel of death. Restarting Apache gives me a login screen. I see in the Apache Access logs the following: "GET / HTTP/1.1" 302 26 "-" "Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/40.0.2214.28 Safari/537.36" And nothing in the error log at all. I am seeing this approx. the same time as when I have a system slowdown (I have the performance log turned on): Interface: Agent, Module: AgentTicketClose;TicketID=6208, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:34 1 926s 926s 926s Interface: Agent, Module: AgentTicketCompose&AJAXUpdate, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:34 1 926s 926s 926s Interface: Agent, Module: AgentTicketCompose&SendEmail, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:35 1 926s 926s 926s I am seeing this kind of response time in many different areas: Interface: Agent, Module: AgentSearch&AJAX, Interface: Agent, Module: AgentTicketAttachment;ArticleID Interface: Agent, Module: AgentTicketZoom;TicketID= Showing that the system is seeing a 15 1/2 minute time to do a job (if I am reading this correctly). Other than all of the interface(s) being the Agent, Module something, there is nothing else common between all of the slowdowns. Does anyone have any thoughts on where to look? Thank You Dennis Ritchie IT dritchie(a)mtcperformance.com<mailto:dritchie@mtcperformance.com> 847.485.3608 Direct | 847.303.0022 Main | 847.303.0397 Fax MTC Performance 1827 Walden Office Square, Suite 200 Schaumburg, IL 60173 MTCPerformance | spiffs․com

2 3

Problem with Auto Response Subject line
by Scott R. Morgan 26 Feb '15

26 Feb '15

It appears something got changed with the auto response subject line settings on our system. Here is what we have in the Auto Response Subject Line setup: [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT> And here is what I am getting back as a customer when I send an email to helpdesk: Actual email subject line: test Auto Response email Subject line received by customer: [MFAH Helpdesk:1001748] [MFAH Helpdesk:<OTRS_TICKET_TicketID>] <OTRS_CUSTOMER_SUBJECT> I haven't made any changes recently and this WAS working. Do I need to escape any of the text brackets I have defined as part of the response setup subject line? Thank you! Scott R. Morgan

2 5

Re: [otrs] Can't go after Login
by aledr 25 Feb '15

25 Feb '15

Just to point that It seemed to be a rare condition caused by the daylight saving change. Last sunday clock went backward one hour and after that SLA.pm was never finishing to process the tickets. Here is what we have done to solve this: 1 - Change all "open" tickets to "new": UPDATE ticket SET ticket_state_id = 1 WHERE ticket_state_id = 4 2 - Reset times on them: UPDATE ticket SET escalation_time = 0, escalation_update_time = 0, escalation_solution_time = 0, escalation_response_time = 0, timeout = 0 WHERE ticket_state_id = 1 3 - Unlock. UPDATE ticket SET ticket_lock_id = 1 WHERE ticket_state_id = 1 AND ticket_lock_id = 2 Problem solved and OTRS updated to 4.0.6. (If some developer wants do debug it I can send a backup with this behaviour.) Thanks. On Tue, Feb 24, 2015 at 5:11 PM, aledr <matrixworkstation(a)gmail.com> wrote: > Hi! > > We just found that the problem is at Kernel/System/SLA.pm line 275. > It stuck at this query on the database: > > "SELECT service_id FROM service_sla WHERE sla_id = $1 ORDER BY service_id > ASC' > > I expected to see a value in place of "$1". > Any hint from here? > > Thanks. > > On Tue, Feb 24, 2015 at 1:52 AM, aledr <matrixworkstation(a)gmail.com> > wrote: > >> Seems that otrs.GenericAgent.pl have a problem too. >> It keeps running after showing: >> >> Job: 'send escalation notifications' >> - Use module >> (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket >> (...) >> >> Thanks. >> >> On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation(a)gmail.com> >> wrote: >> >>> Hi Carlos! >>> >>> It is 4.0.3 and I can reach https://cloud.otrs.com from it. >>> I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but >>> not "index.pl?Action=AgentDashboard >>> <http://index.pl/?Action=AgentDashboard>" or " >>> index.pl?Action=AgentTicketResponsibleView >>> <http://index.pl/?Action=AgentTicketResponsibleView>" as example. >>> >>> Thanks. >>> >>> On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez < >>> carlos.rodriguez(a)otrs.com> wrote: >>> >>>> Hi Aledr, >>>> >>>> If you are using OTRS 4, please make sure you can reach >>>> https://cloud.otrs.com from your OTRS box. >>>> >>>> ((enjoy)) >>>> >>>> Carlos Rodríguez >>>> >>>> >>>> >>>> >>>> On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: >>>> >>>> Hi there! >>>> >>>> Suddenly I'm not able to go after login on index.pl, but customer.pl >>>> still works normally. >>>> No message on logs, no error, nothing... It just keeps "loading". >>>> >>>> How can I debug this? >>>> >>>> Thanks. >>>> -- >>>> [ ]'s >>>> Aledr - Alexandre >>>> >>>> -- [ ]'s Aledr - Alexandre

1 0

Re: [otrs] Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Hi! We just found that the problem is at Kernel/System/SLA.pm line 275. It stuck at this query on the database: "SELECT service_id FROM service_sla WHERE sla_id = $1 ORDER BY service_id ASC' I expected to see a value in place of "$1". Any hint from here? Thanks. On Tue, Feb 24, 2015 at 1:52 AM, aledr <matrixworkstation(a)gmail.com> wrote: > Seems that otrs.GenericAgent.pl have a problem too. > It keeps running after showing: > > Job: 'send escalation notifications' > - Use module > (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket > (...) > > Thanks. > > On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation(a)gmail.com> > wrote: > >> Hi Carlos! >> >> It is 4.0.3 and I can reach https://cloud.otrs.com from it. >> I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but >> not "index.pl?Action=AgentDashboard >> <http://index.pl/?Action=AgentDashboard>" or " >> index.pl?Action=AgentTicketResponsibleView >> <http://index.pl/?Action=AgentTicketResponsibleView>" as example. >> >> Thanks. >> >> On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez < >> carlos.rodriguez(a)otrs.com> wrote: >> >>> Hi Aledr, >>> >>> If you are using OTRS 4, please make sure you can reach >>> https://cloud.otrs.com from your OTRS box. >>> >>> ((enjoy)) >>> >>> Carlos Rodríguez >>> >>> >>> >>> >>> On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: >>> >>> Hi there! >>> >>> Suddenly I'm not able to go after login on index.pl, but customer.pl >>> still works normally. >>> No message on logs, no error, nothing... It just keeps "loading". >>> >>> How can I debug this? >>> >>> Thanks. >>> -- >>> [ ]'s >>> Aledr - Alexandre >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> >> >> -- >> [ ]'s >> Aledr - Alexandre >> >> > > > -- > [ ]'s > Aledr - Alexandre >

1 0

Re: [otrs] Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Seems that otrs.GenericAgent.pl have a problem too. It keeps running after showing: Job: 'send escalation notifications' - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (...) Thanks. On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation(a)gmail.com> wrote: > Hi Carlos! > > It is 4.0.3 and I can reach https://cloud.otrs.com from it. > I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but > not "index.pl?Action=AgentDashboard > <http://index.pl/?Action=AgentDashboard>" or " > index.pl?Action=AgentTicketResponsibleView > <http://index.pl/?Action=AgentTicketResponsibleView>" as example. > > Thanks. > > On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez < > carlos.rodriguez(a)otrs.com> wrote: > >> Hi Aledr, >> >> If you are using OTRS 4, please make sure you can reach >> https://cloud.otrs.com from your OTRS box. >> >> ((enjoy)) >> >> Carlos Rodríguez >> >> >> >> >> On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: >> >> Hi there! >> >> Suddenly I'm not able to go after login on index.pl, but customer.pl >> still works normally. >> No message on logs, no error, nothing... It just keeps "loading". >> >> How can I debug this? >> >> Thanks. >> -- >> [ ]'s >> Aledr - Alexandre >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > > -- > [ ]'s > Aledr - Alexandre > > -- [ ]'s Aledr - Alexandre Gerente de T.I. - Equipe Exata T.I. 44 3029-6416 44 9116-3154 (TIM) www.exatati.com.br

1 0

Re: [otrs] Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Hi Carlos! It is 4.0.3 and I can reach https://cloud.otrs.com from it. I can open "index.pl?Action=Admin <http://index.pl/?Action=Admin>" but not " index.pl?Action=AgentDashboard <http://index.pl/?Action=AgentDashboard>" or "index.pl?Action=AgentTicketResponsibleView <http://index.pl/?Action=AgentTicketResponsibleView>" as example. Thanks. On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez <carlos.rodriguez(a)otrs.com > wrote: > Hi Aledr, > > If you are using OTRS 4, please make sure you can reach > https://cloud.otrs.com from your OTRS box. > > ((enjoy)) > > Carlos Rodríguez > > > > > On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation(a)gmail.com> wrote: > > Hi there! > > Suddenly I'm not able to go after login on index.pl, but customer.pl > still works normally. > No message on logs, no error, nothing... It just keeps "loading". > > How can I debug this? > > Thanks. > -- > [ ]'s > Aledr - Alexandre > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- [ ]'s Aledr - Alexandre

1 0

Can't go after Login
by aledr 24 Feb '15

24 Feb '15

Hi there! Suddenly I'm not able to go after login on index.pl, but customer.pl still works normally. No message on logs, no error, nothing... It just keeps "loading". How can I debug this? Thanks. -- [ ]'s Aledr - Alexandre

3 2

Broken links in OTRS 4x
by Anders Schjelderup Lyng 23 Feb '15

23 Feb '15

I have 3 instances of OTRS 3 of them is 4.0.5 and the last one is 3.2.13 I have the same links in /opt/otrs/Kernel/config.pm: [ 'UserLogin', 'BitAdmin', 'uid', 1, 1, 'var', 'https://xxx.xxx.no/employee/exact/$Data{"UserLogin"}" TARGET="_blank"', 0 ], After upgrading to 4.0.X the links got broken The links work well in OTRS 3.2.13: https://xxx.xxx.no/employee/exact/userlogin In OTRS 4.0.5 it is broken: https://xxx.xxx.no/employee/exact/$Data%7B Anyone knows how to fix this? Anders S. Lyng

1 0

OTRS Upgrade Path question?
by Lambrecht, Charles (Charles) 23 Feb '15

23 Feb '15

Hello, I am running OTRS 3.2.13. Is my upgrade path first jump to 3.2.16, then to 3.3.10? Then to 4.0.4? Thanks! Regards, Charles Lambrecht --------------------------------------------------- Charles Lambrecht Computer Operations Manager UT College of Veterinary Medicine cgl(a)utk.edu<mailto:cgl@utk.edu> ---------------------------------------------------

2 4

KIX4OTRS 6.0.10 ITSM / OTRS 3.3 :: otrs Digest, Vol 77, Issue 14
by Anna Brakoniecka 22 Feb '15

22 Feb '15

Hello, please update on KIX4OTRS 6.1, becasue the mentioned issue is solved there: http://www.cape-it.de/download-en Please also note that we've changed the release cycle: As announced during the KIX4OTRS customer conference, we have changed the maintenance cycle for KIX4OTRS: * Bugfix-Releases will be published once a month (instead of once in two months) * we maintain three last OTRS frameworks (instead of two) * we maintain just the last feature releases of KIX4OTRS for the relevant OTRS framework (instead of all releases) Currently, we maintain KIX4OTRS 5.1 and 6.1. With release of KIX4OTRS 7 for OTRS 4.0, we will maintain KIX4OTRS 5.1, 6.1 and 7.0. http://www.cape-it.de/en/company/news-en/current-product-news-product-updat… Kind regards, Anna ** Wir treffen uns auf der CeBIT in Hannover ** ** 16.-20.03.2015, Stand H16/015 in Halle 6 ** ** http://www.cape-it.de/cebit ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Mi 18.02.2015 12:56 Betreff:otrs Digest, Vol 77, Issue 14 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Problem witch KIX4OTRS 6.0.10 ITSM/OTRS 3.3.11 (??????? ????????) ---------------------------------------------------------------------- Message: 1 Date: Wed, 18 Feb 2015 11:30:27 +0300 From: ??????? ???????? <vtrufanov(a)gmail.com> Subject: [otrs] Problem witch KIX4OTRS 6.0.10 ITSM/OTRS 3.3.11 To: otrs(a)otrs.org Message-ID: <CAFQEPsftA82Fcxsig-x3Jvwg0ewV_XotABU9np4V_dzwxOGVtA(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hello. This error persist on my work copy and clean install. somebody can help me? ????? ??????: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenter[..] Please contact your administrator. ?? ?????? ????????? ????????? ?? ?????? ??? ??????? ?? ?????????? ???????? <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> . <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> ?????? ??????????? Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Feb 18 11:22:36 2015 Message: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 112, near "$CustomerID # KIX4OTRS-capeIT Key" Global symbol "@Result" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 120. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130, near "elsif" Global symbol "$Self" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 151, near "Key" Global symbol "$MaxResults" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 156. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 157, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 169, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 182, near "}" RemoteAddress: 10.1.1.27 RequestURI: /otrs/index.pl Traceback (1544): Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.11) Line: 199 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 54 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 System information: OTRS 3.3.11 -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150218/40c4ce54/attachme…> ------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 77, Issue 14 ************************************

2 1

How can i make for my user login for LDAP
by Daniel Cristian Aragão Paula 20 Feb '15

20 Feb '15

Hi, OTRS. ?I would like to know reason why my users don't can do login on otrs/customer.pl. the message that have is "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.". I think is because in Customer Management -> Customer User don't list my users therefore my users don't can login on otrs/customer.pl. Sincerely Yours?, [http://www.portalsas.com.br/geradorlink/imagens/30-12-2014_Daniel-Cristian.…] AVISO: A informação contida neste e-mail, bem como em qualquer de seus anexos, é CONFIDENCIAL e destinada ao uso exclusivo do(s) destinatário(s) acima referido(s), podendo conter informações sigilosas e/ou legalmente protegidas. Caso você não seja o destinatário desta mensagem, informamos que qualquer divulgação, distribuição ou cópia deste e-mail e/ou de qualquer de seus anexos é absolutamente proibida. Solicitamos que o remetente seja comunicado imediatamente, respondendo esta mensagem, e que o original desta mensagem e de seus anexos, bem como toda e qualquer cópia e/ou impressão realizada a partir destes, sejam permanentemente apagados e/ou destruídos. Ari de Sá.

1 0

Problem witch KIX4OTRS 6.0.10 ITSM/OTRS 3.3.11
by Василий Труфанов 18 Feb '15

18 Feb '15

Hello. This error persist on my work copy and clean install. somebody can help me? Текст ошибки: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenter[..] Please contact your administrator. Вы можете Отправить сообщение об ошибке или перейти на предыдущую страницу <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> . <http://10.1.1.15/otrs/index.pl?Action=AgentDashboard;&OTRSAgentInterface=Br…> Детали ошибкиПоиск Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Feb 18 11:22:36 2015 Message: syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 112, near "$CustomerID # KIX4OTRS-capeIT Key" Global symbol "@Result" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 120. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130, near "elsif" Global symbol "$Self" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 130. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 151, near "Key" Global symbol "$MaxResults" requires explicit package name at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 156. syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 157, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 169, near "}" syntax error at /opt/otrs/KIX4OTRS/Kernel/Modules/AgentCustomerInformationCenterSearch.pm line 182, near "}" RemoteAddress: 10.1.1.27 RequestURI: /otrs/index.pl Traceback (1544): Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.11) Line: 199 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 54 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 System information: OTRS 3.3.11

1 0

Agents don't receive notification emails for tickets posted in their queues
by Fabrizio Cipriani 13 Feb '15

13 Feb '15

I know this has been discussed many times, but I can't figure out a solution to this problem even after having browsed all the related messages in this mailing list. In my otrs 4 (patch level 5), installed on ubuntu server 14.04, when an agent posts a new ticket in a queue, the other agents subscribed to the same queue don't receive the notification email. All the agents have the correct queue selected in "my queues", all their notifications options are set to "yes", there's no event defined in Notifications(Event). When the agent posts the ticket, in the log I get only these two lines: Feb 13 10:36:03 srvapp2 OTRS-CGI-63[1857]: [Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015021363000013/Ticket di test ] created (TicketID=13,Queue=ICT,Priority=3 normal,State=open) Feb 13 10:36:06 srvapp2 OTRS-CGI-63[1857]: [Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Test Customer" <xxxxxx(a)xxxxx.com>' from 'OTRS System <otrs@localhost>'. HistoryType => EmailAgent, Subject => [Ticket#2015021363000013] Ticket di test 10; As it can be seen from the log, an email is correctly sent and received by the customer for which the ticket is created, but no emails are sent to the related agents. Is there anything else I can do? What are the source code files where agent notification is handled? I might try some debugging if everything else fails. - Fabrizio

3 3

Ticket state remains "new" after update
by Nick Bright 11 Feb '15

11 Feb '15

Greetings, I'm having a bit of difficulty understanding why some tickets in our OTRS deployment are remaining in a state of "new" even after multiple phone call and/or email update items. What could cause this to happen? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

1 1

Filtering Available Process by Role via ACL
by Alvaro Cordero 10 Feb '15

10 Feb '15

Hello, I am running OTRS 3.38 in CentOS with mysql and Apache. We have beeing creating different process for multiple departments and we are trying to filter wich process are available according to the user role. I have been testing this according the example ACLs from the documentation but it does not make any effect, all users can see all process. https://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html I have the following as in the example *Match Settings * Properties -> User -> Role -> [Role1] *Change Settings* Possible -> Process-> ProcessEntityID -> [P3,P6] Has anyone have a success for this kind of scenario? Thanks in advance -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

1 0

Need help - disk full crash and damaged database
by Andy Wodfer 05 Feb '15

05 Feb '15

This morning I woke up to a full disk and a helpdesk that wasn't working. I'm not so experienced with sql, but I hope someone here can help me solve the problems. System is FreeBSD, mysql and phpmyadmin. Otrs 3.0.12. Here is the messages from system log: Thu Feb 5 08:30:01 2015errorOTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'SELECT id FROM article WHERE ticket_id = ? ORDER BY id'Thu Feb 5 08:30:01 2015errorOTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'SELECT id FROM article WHERE ticket_id = ? ORDER BY id'Thu Feb 5 08:30:01 2015error OTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_in_reply_to, a_references, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' Thu Feb 5 07:45:13 2015errorOTRS-CGI-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa.a_message_id, sa.a_in_reply_to, sa.a_references, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, st.responsible_user_id, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.ticket_lock_id, st.title, st.escalation_update_time, st.freetime1 , st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.change_time FROM article sa, ticket st WHERE sa.ticket_id = ? AND sa.ticket_id = st.id ORDER BY sa.create_time, sa.id ASC'

2 1

Agent email response is not getting sent to the ticket originator
by Scott R. Morgan 04 Feb '15

04 Feb '15

When a customer emails our helpdesk, they receive the auto response and our agents are also emailed the ticket. When the agent replies to the email, the originator of the ticket is not getting a copy of the response. The email response is attached the ticket in the portal but the originator is not getting the response. What setting controls this setting? Our users only communicate to helpdesk via email. Our agents communicate both via email (like when they are on the go and on their phone) and also via the portal. I want to make sure that the responses to the ticket are automatically CC'd when the agent responds. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

2 5

otrs ticket zoom behavior when changing queues
by Scott R. Morgan 04 Feb '15

04 Feb '15

When an agent clicks a ticket in the dashboard to view the ticket contents. It opens the ticket in the ticket zoom screen. If you then change the queue of that ticket, it dumps you back to the dashboard where then then have to re-open the ticket to then respond to the issue. Is there a way to turn off the return to the dashboard when changing a tickets assigned queue? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

1 1

OTRS ticket dashboard time
by Marco Borsani 04 Feb '15

04 Feb '15

Hello I don't understand why the date of OTRS server is correct (Wed Feb 4 16:56:33 CET 2015) , but the time shown in the tickets inside the dashboard is an hour ahead. Regards Marco

1 0

Installer details required
by Darshak Modi 04 Feb '15

04 Feb '15

Hello Team, I am curious and want to know how the web installer works. I want to modify it in some way ,how can I do that? Like it checks username/password/ or check directories/files, install some directory/files, install DB/sqls. Is there any other opensource such installer ?

1 0

Assign Queue Behavior
by Scott R. Morgan 04 Feb '15

04 Feb '15

When in the ticket view and change the Queue for the ticket, it exits the ticket view back to the Dashboard. Is there a way to easily prevent this from occurring? Also I have been looking for a way to assign the queue in the during a reply of a ticket. I have been able to find and activate this option in about 6-7 other places like the ticket/add note screen but I still cannot find a way to assign the queue when replying to the ticket. Thank you! Scott R. Morgan

3 6

Agent Role Assignment
by Sharad Mishra 03 Feb '15

03 Feb '15

What happens when if an agent "A” is mapped to a role "R” as well as to a group “G”? What set of permissions will be applicable for A? Role -> Group or Agent -> Group? Sharad Mishra sharad.mshr(a)gmail.com

2 2

LDAP, Agent authentication and Customer user backend. Almost running
by Cosme Corrêa 02 Feb '15

02 Feb '15

Hi, OTRS is an amazing tool and need a good administrator. :-) I would like some help with LDAP integration. The documentation was not enough for me. :-( I am testing OTRS and LDAP: 1. Agent integration at dc=xx,dc=yyy,dc=yyy,dc=bb * Apparently ok 2. Customer base at dc=clientes 1. It is not working. I can not see a customer 2. Old customers are gone 3. *error.log from Apache and otrs.log ask for Customerkey.* * *It is in Config.pm. I do not understand this situation * 4. There are not access to dc=clientes in ldap.log. * OTRS is asking nothing to LDAP. I am asking for help after some days without success. Is there some test helpful for this problem? Do you understand item 3? TIA *LDAP customer data* [root@machine Kernel]# ldapsearch -x -b "dc=clientes" 'uid=234.000061.00' # extended LDIF # # LDAPv3 # base <dc=clientes> with scope subtree # filter: uid=234.000061.00 # requesting: ALL # # 234.000061.00, clientes dn: uid=234.000061.00,dc=clientes brPersonCPF: xxxxxxxxxxx schacDateOfBirth: 30201956 eduPersonPrimaryAffiliation: JOHN DOE FATHER street: AV XXXXX XXXXXXX 120 l: XXXXX postalCode: XXXXXXXX uid: 234.000061.00 objectClass: inetOrgPerson objectClass: brPerson objectClass: schacPersonalCharacteristics objectClass: eduPerson mail: XXXXXX@XXXXX initials: DOE sn: SON cn: JOHN # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 *Apache error.log* ERROR: OTRS-CGI-55 Perl: 5.16.3 OS: linux Time: Mon Feb 2 02:33:42 2015 * Message: Need CustomerUser->CustomerKey in Kernel/Config.pm* RemoteAddress: 98.235.88.38 RequestURI: /otrs/index.pl?Action=AdminCustomerUser;Nav=Agent Traceback (12941): Module: Kernel::System::CustomerUser::LDAP::new Line: 110 Module: Kernel::System::CustomerUser::new Line: 80 Module: Kernel::Modules::AdminCustomerUser::new Line: 39 Module: Kernel::System::Web::InterfaceAgent::Run Line: 970 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 *OTRS.LOG* [Mon Feb 2 04:00:56 2015][Error][Kernel::System::CustomerUser::LDAP::new][110] *Need CustomerUser->CustomerKe**y in Kernel/Config.pm* *Config.pm**:* # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2014 OTRS AG, http://otrs.com/ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> Most OTRS configuration should be done via the OTRS web interface # and the SysConfig. Only for some configuration, such as database # credentials and customer data source changes, you should edit this # file. For changes do customer data sources you can copy the definitions # from Kernel/Config/Defaults.pm and paste them in this file. # Config.pm will not be overwritten when updating OTRS. # -- package Kernel::Config; #use strict; use warnings; use utf8; sub Load { my $Self = shift; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # The database host $Self->{'DatabaseHost'} = '127.0.0.1'; # The database name $Self->{'Database'} = "otrs"; # The database user $Self->{'DatabaseUser'} = "otrs"; # The password of database user. You also can use bin/otrs.CryptPassword.pl # for crypted passwords $Self->{'DatabasePw'} = '********'; # The database DSN for MySQL ==> more: "perldoc DBD::mysql" $Self->{'DatabaseDSN'} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost}"; # The database DSN for PostgreSQL ==> more: "perldoc DBD::Pg" # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a TCP/IP connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # The database DSN for Microsoft SQL Server - only supported if OTRS is # installed on Windows as well # $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Database=$Self->{Database};Server=$Self->{DatabaseHost},1433"; # The database DSN for Oracle ==> more: "perldoc DBD::oracle" # $Self->{DatabaseDSN} = "DBI:Oracle://$Self->{DatabaseHost}:1521/$Self->{Database}"; # # $ENV{ORACLE_HOME} = '/path/to/your/oracle'; # $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS'; # $ENV{NLS_LANG} = 'AMERICAN_AMERICA.AL32UTF8'; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{LogModule::LogFile} = '/var/log/otrs.log'; $Self->{Organization} = '*********'; $Self->{ProductName} = '***********'; $Self->{DefaultLanguage} = 'pt_BR'; $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = '127.0.0.1'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=aa,dc=bbbbb,dc=ccc,dc=dd'; $Self->{'AuthModule::LDAP::UID1'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=atendentes,ou=Group,dc=aa,dc=bbbbb,dc=ccc,dc=dd'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; $Self->{AuthSyncModule} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '127.0.0.1'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=aa,dc=bbbbb,dc=ccc,dc=dd'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', # UserMobile => 'mobile', }; # 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'} = '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=NetAdmins,ou=Group,dc=aa,dc=bbbbb,dc=ccc,dc=dd' => { # # otrs group 'admin' => { # # permission rw => 1, ro => 1, }, }, 'cn=users,ou=Group,dc=aa,dc=bbbbb,dc=ccc,dc=dd' => { 'users' => { rw => 1, ro => 1, }, } }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '127.0.0.1', BaseDN => 'dc=clientes', SSCOPE => 'sub', }, }, # customer unique id * CustomerKey => 'uid',* # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'initials', 'sn'], # # show now 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 live in sec. - cache any ldap queries # CacheTTL => 0, Map => [ # # note: Login, Email and CustomerID needed! # # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', '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 ], ], # ---------------------------------------------------- # # ---------------------------------------------------- # # # # end of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use base qw(Kernel::Config::Defaults); # -----------------------------------------------------# 1; -- Cosme Corrêa Canal SAC +55 21 4042-6606

2 2

Article Storage Type
by Ml Ml 02 Feb '15

02 Feb '15

Hello, we startet with otrs and Article attachments are stored in the DB until now. Of course the db is growing and growing we have about 10GB of DB and a backup takes ages ... Can i now switch to FS based storage and keep the articles until now in the DB? I have already tried to run the migration script from DB to FS. This fails with a few articles. Can i just skipp those and carry on? So at the end the failed articles will remain in the DB and the rest will be FS? Thanks a lot, mario

3 2

Fwd: OTRS Appliance by pascom.net
by Frederico Lara 30 Jan '15

30 Jan '15

Hello. I have installed as OTRS Appliance. And I intend to upgrade to version 4 of OTRS. However to make these updates at the appliance always a mistake and have to restore the previous version. In our e-mail group of OTRS of users in Brazil, this error and known to all however no one could solve. I wonder if this error is known of you? And if you have any solution?

1 0

Web Services Documentation
by Mellini Giovanni 29 Jan '15

29 Jan '15

Hi list, I ask if someone can point me to a link containing information about WebServices available in OTRS4. I saw in a script that we use to open tickets via cron job that the format url is the following # <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/Webservice/<WEB_SERVICE_NAME> # or # <HTTP_TYPE>:://<OTRS_FQDN>/nph-genericinterface.pl/WebserviceID/<WEB_SERVICE_ID> How I can get the full list of available WS with a detailed description? Tks in advance, Giovanni -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 giovanni.mellini(a)enav.it<mailto:giovanni.mellini@enav.it> www.enav.it<http://www.enav.it> ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer

1 0

KIX4OTRS-features
by Anna Brakoniecka 29 Jan '15

29 Jan '15

Hi Josu, some KIX4OTRS-features are: * quick tickets (ticket templates) and import/Export of ticket templates, displaying of ticket templates can be limited to relevant agent groups * re-use of article attachments within a ticket while ticket processing (e-mail-answers or notes) * download of all attachments of a ticket as a zip-file * deleting of all or selected attachments from a ticket view * displaying of single Config Items can be limited to relevant agent groups * CMDB search can be provided through ALL CI-classes (individual setting whether the search should be provided within common attributes or all attributes) * saving and loading of CI graph (for example with personal alignment) * search templates drop down in the toolbar includes now all search templates of a service agent (for tickets, CMDB and FAQ) * automatic subscription to search templates from a chosen search template category (individual setting) * new sidebar “contact information” instead of customer information (individual setting: an agent can chose which contacts should be displayed: contact data from the chosen ticket article or linked persons) * new sidebar “Dynamic Fields”, which provides editable information about Dynamic Fields (central configuration of the set of displayed Dynamic Fields needed, personal setting: selection of individually displayed Dynamic Fields from the configured set of DF) * displaying of detail information for owner and responsible (by use of the loop symbol) * complex filter possibilities in the sidebar “linked objects” * the columns in the table “linked objects” can be set individually * the order of tables in the tab “linked objects” can be changed individually via drag & drop * displaying of personal article flags (for example ToDo) in the ticket lists * filter possibilities based on the personal marks / flags as for example ToDo or Important * displaying of the personal article marks / flags in the article details * interactive CI graph for clear overview and quick link of further CIs and for easy navigation within the IT or technical landscape * individually configurable column attributes within inventory lists in the CMDB * individually configurable column attributes in the ticket list area in the dashboard * hierarchical text modules for the clear sorting of single text modules within defined categories * „Save as Draft“ for temporary storage of e-mail answers and notes as draft * search templates pool for easy management of search templates for team leader and agents * use of ticket templates within PostMaster-Filters for pre-classification of automatic e-mails from monitoring systems, etc. or direct assignment of automatic e-mails to check lists * Dynamic Fields (DropDown, List, AutoComplete) based on object-references of the customer-, agent- and company data including automatic link between person and a ticket * extended customer information board for showing the assigned CIs of the customer (user) * extended customer information board for showing detailed customer user view as in the ticket view * mapping of Dynamic Fields with actions directly in the configuration of Dynamic Fields (allows choice of ticket actions directly in the DF configuration, allows setting DF as optional or obligatory) * colour-coded marking of linked tickets due to ticket state * colour-coded marking of tickets in the dashboard lists die to ticket state * new tab for showing pictures / photos of a configuration item (CI) in the CI detailed view * quick link in the CI detailed view and in the change management * recognition and processing of external reference numbers from external systems * copying of customer users and agents in the administration area * quick link for objects with use of autocomplete functionality in the ticket tab "Linked objects" * search templates in the dashboard area and as virtual queues * individual marking of an article as for example ToDo and displaying of the marked articles as dashboard plug-in * dynamic KIX-sidebar * autocomplete function during ticket merging and ticket searching * displaying or masking out of Dynamic Fields in accordance to workflow step due to the set ticket state or ticket type * Switch-Button for quick switching between agent- and customer-frontend (without any additional login) * comparing of CI version within CI detailed view * ticket tab "ticket core data" and "attachments" * assigned CIs while ticket processing and ticket creating * article-related function button "article copy / move / delete" in the ticket view, single functions can be masked out in accordance to the permission conception * article-related function button "edit article" in the ticket view, function can be masked out in accordance to the permission conception * ticket-related button "merge customer tickets" which displays all open tickets of a customer and allows to merge the marked one with each other * ticket-related button "empty mail" in the ticket view for sending an empty mail (independently from the answer templates) * escalation view in the queue view As you can see, there are a lot of new features in KIX4OTRS. Some of them have the same functions as OTRS-AG-AddOns, some of them are included in the OTRS Business Solution. KIX4OTRS features come from projects we make, from community suggestions and our ideas. Next to KIX4OTRS, which is the biggest OTRS module ever, we also deliver further OTRS modules like import-export-extensions or DynamicFieldRemoteDB which enables displaying, updating and storing data from external databases in OTRS for free or ITSM-CI-AttributeCollection: http://www.cape-it.de/en/download/free-additional-otrs-modules.html If you wish to be up to date with the release notes, please subscribe to our newsletter or follow us in social media. Kind regards, Anna ** Maintenance: Integration, flexibility, security, functionality for OTRS ** ** http://www.cape-it.de/en/products/otrs-maintained-modules.html ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ <http://www.cape-it.de/> Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Mi 21.01.2015 12:56 Betreff:otrs Digest, Vol 76, Issue 17 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org Message: 1 Date: Tue, 20 Jan 2015 15:18:18 +0100 From: Josu Lazkano <jlazkano(a)grupok35.com> Subject: Re: [otrs] KIX4OTRS To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAD=us4kBWfZvaDscaOjtqOavJvkbXo=Goavvv7BBaX5YU_YB2A(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Thanks Anna, I will wait for it. Could you explain which features has KIX4OTRS? I need to migrate a OTRS server with ITSM and KIX modules. But I don't know why we use KIX in the OTRS. Regards. 2015-01-16 11:02 GMT+01:00 Anna Brakoniecka <anna.brakoniecka(a)cape-it.de>: > Hello Josu, > > > > KIX4OTRS 7 for OTRS 4 is planned to be released in March 2015. We have > always a short delay to OTRS versions, because we > > 1) wait until the new version is really stable (including sending > suggestions for bugfixes) > > 2) need time for porting and test, KIX4OTRS includes a lot of additional > functions, so it takes a little time to deliver a proper module. > > > > You can deinstall KIX4OTRS anytime you wish, however, you'll delete all > KIX-tables with it and you lose your KIX-configuration and all KIX-functions > (as text modules, ticket templates, CI graph, CI comparing, etc.). If you > however create a new folder in your OTRs system and shift KIX4OTRS there, > you can upgrade your OTRS system at OTRS 4 and work without KIX4OTRS at > first, and you can update KIX4OTRS later. You won't lose your > KIX-configuration then. > > > > List of the crucial KIX4OTRS functions can be found online: > http://www.cape-it.de/en/products/service-management-system-kix4otrs-eng/fu… > > > > > > Kind regards, > > Anna Brakoniecka > > > > > > ** Support / Update-Service / Maintenance ** > > ** http://www.cape-it.de/support ** > > > Anna Brakoniecka > c.a.p.e. IT GmbH - ...cape it easy > > Sch?nherrstr. 8, D-09113 Chemnitz > > http://www.cape-it.de/ > Tel: +49 371 27095 620 > Fax: +49 371 27095 625 > AG Chemnitz - HRB 23192 > Gesch?ftsf?hrer Rico Barth, Thomas Maier > >

3 3

Problem with scheduled GenerateStats call
by Jan.Dreyer＠bertelsmann.de 21 Jan '15

21 Jan '15

Hi, A stat that creates a ticketlist is called regularly by cron. There are no errors when calling it on command line with bin/otrs.GenerateStats.pl -n 10076 -m "my message“ -r recipient(a)domain.de When called by cron though I’m getting this error: — ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::Date2SystemTime (OTRS 3.3.8) Line: 361 Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 215 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 314 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 Use of uninitialized value $TimeEnd in subtraction (-) at /opt/otrs-3.3.8/Kernel/System/User.pm line 329. Use of uninitialized value $TimeEnd in numeric gt (>) at /opt/otrs-3.3.8/Kernel/System/User.pm line 332. creating data at bin/otrs.GenerateStats.pl line 372. NOTICE: Email sent to recipient(a)domain.de — Anyone here with an idea what’s going wrong? I have no clue where to look, though I’m somewhat experienced in Perl and of course OTRS. Jan Dreyer

2 2

Re: [otrs] KIX4OTRS
by Anna Brakoniecka 20 Jan '15

20 Jan '15

Hello Josu, KIX4OTRS 7 for OTRS 4 is planned to be released in March 2015. We have always a short delay to OTRS versions, because we 1) wait until the new version is really stable (including sending suggestions for bugfixes) 2) need time for porting and test, KIX4OTRS includes a lot of additional functions, so it takes a little time to deliver a proper module. You can deinstall KIX4OTRS anytime you wish, however, you'll delete all KIX-tables with it and you lose your KIX-configuration and all KIX-functions (as text modules, ticket templates, CI graph, CI comparing, etc.). If you however create a new folder in your OTRs system and shift KIX4OTRS there, you can upgrade your OTRS system at OTRS 4 and work without KIX4OTRS at first, and you can update KIX4OTRS later. You won't lose your KIX-configuration then. List of the crucial KIX4OTRS functions can be found online: http://www.cape-it.de/en/products/service-management-system-kix4otrs-eng/fu… Kind regards, Anna Brakoniecka ** Support / Update-Service / Maintenance ** ** http://www.cape-it.de/support ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ <http://www.cape-it.de/> Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Do 15.01.2015 11:05 Betreff:otrs Digest, Vol 76, Issue 15 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. KIX4OTRS (Josu Lazkano) 2. Re: KIX4OTRS (L?ffler Thomas J.) 3. Problem with scheduled GenerateStats call (Jan.Dreyer(a)bertelsmann.de) ---------------------------------------------------------------------- Message: 1 Date: Thu, 15 Jan 2015 10:25:33 +0100 From: Josu Lazkano <jlazkano(a)grupok35.com> Subject: [otrs] KIX4OTRS To: otrs(a)otrs.org Message-ID: <CAD=us4n25xP6=50kNE2wuNG8QATb9PRO3jJfvptioSL7=yBCRA(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hello all, This is my first post in this list. I need to upgrade an old version of OTRS, the problem is that we have KIX4OTRS plugin installed, and I can not upgrade to latest OTRS because KIX dependencies. What is for the KIX4OTRS plugin? Is there other similiar plugin to make the same function? Regards. -- Josu Lazkano ------------------------------ Message: 2 Date: Thu, 15 Jan 2015 09:36:44 +0000 From: L?ffler Thomas J. <tjl(a)erdw.ethz.ch> Subject: Re: [otrs] KIX4OTRS To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <ACC110358E04E840BA49CF0EE24CD5F026F0DAB4(a)MBX114.d.ethz.ch> Content-Type: text/plain; charset="iso-8859-1" Hi Josu, Have a look here http://www.cape-it.de/en/service-management-system-kix4otrs-eng.html. Regards -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Josu Lazkano Sent: Donnerstag, 15. Januar 2015 10:26 To: otrs(a)otrs.org Subject: [otrs] KIX4OTRS Hello all, This is my first post in this list. I need to upgrade an old version of OTRS, the problem is that we have KIX4OTRS plugin installed, and I can not upgrade to latest OTRS because KIX dependencies. What is for the KIX4OTRS plugin? Is there other similiar plugin to make the same function? Regards. -- Josu Lazkano --------------------------------------------------------------------- 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 ------------------------------ Message: 3 Date: Thu, 15 Jan 2015 10:02:56 +0000 From: <Jan.Dreyer(a)bertelsmann.de> Subject: [otrs] Problem with scheduled GenerateStats call To: <otrs(a)otrs.org> Message-ID: <76193651-5E60-4A0A-95F3-11B15C72E36D(a)bertelsmann.de> Content-Type: text/plain; charset="utf-8" Hi, A stat that creates a ticketlist is called regularly by cron. There are no errors when calling it on command line with bin/otrs.GenerateStats.pl -n 10076 -m "my message? -r recipient(a)domain.de When called by cron though I?m getting this error: ? ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::Date2SystemTime (OTRS 3.3.8) Line: 361 Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 215 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 ERROR: OTRS-otrs.GenerateStats.pl-01 Perl: 5.10.0 OS: linux Time: Mon Jan 12 06:00:04 2015 Message: Invalid Date '2099-12-31 23:59:59'! Traceback (2107): Module: Kernel::System::Time::TimeStamp2SystemTime (OTRS 3.3.8) Line: 314 Module: Kernel::System::User::GetUserData (OTRS 3.3.8) Line: 326 Module: Kernel::System::User::UserName (OTRS 3.3.8) Line: 902 Module: Kernel::System::User::UserList (OTRS 3.3.8) Line: 981 Module: Kernel::System::Stats::Dynamic::TicketList::GetObjectAttributes (OTRS 3.3.8) Line: 89 Module: Kernel::System::Stats::GetStatsObjectAttributes (OTRS 3.3.8) Line: 1373 Module: Kernel::System::Stats::StatsGet (OTRS 3.3.8) Line: 311 Module: bin/otrs.GenerateStats.pl (unknown version) Line: 173 Use of uninitialized value $TimeEnd in subtraction (-) at /opt/otrs-3.3.8/Kernel/System/User.pm line 329. Use of uninitialized value $TimeEnd in numeric gt (>) at /opt/otrs-3.3.8/Kernel/System/User.pm line 332. creating data at bin/otrs.GenerateStats.pl line 372. NOTICE: Email sent to recipient(a)domain.de ? Anyone here with an idea what?s going wrong? I have no clue where to look, though I?m somewhat experienced in Perl and of course OTRS. Jan Dreyer -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150115/a5bb0d49/attachme…> ------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 76, Issue 15 ************************************

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KIX4OTRS
by Josu Lazkano 15 Jan '15

15 Jan '15

Hello all, This is my first post in this list. I need to upgrade an old version of OTRS, the problem is that we have KIX4OTRS plugin installed, and I can not upgrade to latest OTRS because KIX dependencies. What is for the KIX4OTRS plugin? Is there other similiar plugin to make the same function? Regards. -- Josu Lazkano

2 1

Pending reminder state behavior on OTRS 3.3
by Mellini Giovanni 12 Jan '15

12 Jan '15

Hi list, I need some clarification about the "pending reminder" behavior in OTRS 3.3 I need to understand when a ticket that is in a "pending reminder" state can exit from this state. I tried to find some hint on the online documentation at https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html but found nothing. If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me. But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state. Is this the right behavior? How can I move from pending-reminder to open state without external input? Tks for your help, Giovanni -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 giovanni.mellini(a)enav.it<mailto:giovanni.mellini@enav.it> www.enav.it<http://www.enav.it> ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer

2 2

MOTD in customer login?
by Lars Jørgensen 08 Jan '15

08 Jan '15

Hi, We would like to be able to give customers a status message if some major downtime is ocurring. When they login to OTRS it would be nice to let them know that "file server 1 is down, you don't need to create tickets to that effect". Also it would be nice is this message is displayed to users already logged in. I've spent some time trying to get MOTD to display via CustomerLogin.tt but my skills are obviously not up to the task. Is there an easy way to do this? Preferably the contents of the message should not come from a file on the filesystem but somehow be configurable from within OTRS. That last part is clearly in the nice-to-have category, though, and not a necessity. -- Lars

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Re: [otrs] Create individual auto-ticket assignment based on email content
by Scott R. Morgan 07 Jan '15

07 Jan '15

Thanks Gerald. With regard to manually filling in the fields, where/how is this done? In a ticket response dialog? Where do you activate a Dynamic ticket text field in the interface? Thank you! Scott R. Morgan From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 4:00 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content > Do I need to escape the tab character in the Filter condition? you might try SONumber:.?(\d+) if it makes sense. If it's alphanumeric or includes (-), you'll need to appropriately address. Use RegExPal.com to test. >How does an agent assign a corresponding Ticket ID to a ticket to match against the new ticket header data? One might manually fill the field? On Fri, Jan 2, 2015 at 4:54 PM, Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>> wrote: I think I understand how this setup is supposed to work: 1. Create a Ticket/Text Dynamic Field (ex 3rdPartyHelpTikcetID) 2. Create a Postmaster Filter to source out the location of the ticket ID in the email in either the subject or body and using the (\d+) function assign this to an X-OTDRHEADER ex: X-OTRS-DynamicField-3rdPartyHelpTikcetID = (\d+) 3. Add the code in the otter hub post to activate the filter Questions: • The header from one of our vendors changes based on the type or response. The body of the helpdesk ticket always has the service order info required like this (Notice the tab in the line): “SONumber: 1234567” Filter set to w/out the quotes: “SONumber: (\d+)” Do I need to escape the tab character in the Filter condition? • How does an agent assign a corresponding Ticket ID to a ticket to match against the new ticket header data? Thank you! Scott R. Morgan From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org<mailto:otrs-bounces@otrs.org>] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 3:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content Yes. It's designed to receive inbound requests and match 98765 in an existing ticket. LQ Marhall's post is relevant. On Fri, Jan 2, 2015 at 4:08 PM, Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>> wrote: It kind of addresses what we are trying to do. I am not sure of exactly what this modification is doing though. It seems like this is a setting to prevent looping of helpdesk systems. I don’t seem to be encountering that as an issue (I am running a Jumpbox amazon instance running OTRS 3.2.10) Does this code modification provide a way to associate OTRS helpdesk ticket 12300001 with acme helpdesk response ticket [Sunject: SERVICE SO 98765]? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229<tel:512.949.3229> Help desk (NEW!) 512-949-3236<tel:512-949-3236> Office/Cell (NEW!) scott(a)mamafus.com<http://scott@mamafus.com> / http://www.mamafus.com<http://www.mamafus.com/> From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org<mailto:otrs-bounces@otrs.org>] On Behalf Of Gerald Young Sent: Friday, January 02, 2015 2:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Create individual auto-ticket assignment based on email content Please let me know if http://forums.otterhub.org/viewtopic.php?f=60&t=22681 applies to this. On Fri, Jan 2, 2015 at 1:23 PM, Scott R. Morgan <smorgan(a)mamafus.com<mailto:smorgan@mamafus.com>> wrote: We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future. Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229<tel:512.949.3229> Help desk (NEW!) 512-949-3236<tel:512-949-3236> Office/Cell (NEW!) scott(a)mamafus.com<http://scott@mamafus.com> / http://www.mamafus.com<http://www.mamafus.com/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 3

Queue view
by John Koch 07 Jan '15

07 Jan '15

Hello, Is it possible to have a queue which is a combined list, in chronological order, of all tickets in all queues. The purpose of this is to enable an agent working on multiple queues to work through all tickets in chronological order and be able to easily see tickets which are getting old, no matter which queue they arrived in. Thanks!

3 2

One email address - automatic filtering into queues
by Leah Kelly 07 Jan '15

07 Jan '15

Hello, We are wanting to be able to have tickets automatically funneled into a queue depending on which account manager owns the account. Currently, we have a queue ‘Client Services’ and each account manager is a sub-queue of this queue. So it looks like ‘Client Services: Cheri’, for example. We have individual email accounts for all the account managers currently, but are wanting to just use one email address ‘support(a)xxx.xn--com-to0a, and if the client account writing in belongs to Cheri, it would automatically go into her queue. What is the best way to accomplish this?

2 1

Time Accounting leave hours
by Paolo Mosconi 05 Jan '15

05 Jan '15

Hi all, I am configuring TimeAccounting package ver. 4.0.1 and I don't know how to report vacation / leave hours in any given day. The only thing I found is Mass entry that enables to report leave for a whole day while what I'm looking for is the ability to enter a 2 hours sick or vacation leave. Thanks in advance paolo Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

2 1

Create individual auto-ticket assignment based on email content
by Scott R. Morgan 02 Jan '15

02 Jan '15

We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future. Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

3 7

Link list position changed after 3.3 upgrade
by Ml Ml 02 Jan '15

02 Jan '15

Hello List, after Upgrading to OTRS 3.3 the link (links to other related tickets) are are the bottom. How do i get them back up to the top near the notes section? Thanks, Mario

3 4

OTRS Time related functions and granularity of one hour for TimeWorkingHours
by Luca Maranzano 02 Jan '15

02 Jan '15

Hello All, is there any future plan to support a granularity of one minute (or something similar) for the TimeWorkingHours configration item? https://otrs.github.io/doc/manual/admin/stable/en/html/time.html When you have SLA in the order of 10-15 mintues related to business hours like 08:30 to 17:30 it is hard to configure them properly. Thanks in advance. Best regards, Luca

1 0

answer template problem after upgrade
by Mikael Kermorgant 18 Dec '14

18 Dec '14

Hello, I've just migrated otrs from 3.3.1 to 4.0.3 and after fixing an encoding issue in zzzauto.pm file, I got back the possibility to reply in a ticket. But the textarea nos contains the following text : ============= $QData{"Salutation"} $QData{"StdResponse"} $QData{"Signature"} $QData{"OrigFrom"} $Text{"wrote"}: $QData{"Body"} ============== Would you have any idea about why otrs behaves this way ? Best regards, -- Mikael Kermorgant

2 2

Dashboard - Ticket Status Overview
by Steve Clark 08 Dec '14

08 Dec '14

Hi List, We are having an unsual problem. We upgraded our backup OTRS system from 3.1.x -> 3.2.16 -> 3.3.10. On our Dashboard setting menu we have a checkbox for "Ticket Status Overview". We then did a /opt/otrs/bin/backup.pl, copied the backup to our primary system and did an /opt/otrs/bin/restore.pl. We then ran a support assessment on the primary and it said we should use the StaticDB backend for tickets and fulltextsearch. We enabled those options and ran the rebuild index scripts. We then went to the dashboard on the primary and the "Ticket Status Overview" checkbox does not show up in the settings menu. In the backup ZZZAuto.pm I see and entry for: $Self->{'DashboardBackend'}->{'0099-TicketQueueOverview'} = { 'Block' => 'ContentLarge', 'CacheTTLLocal' => '0.5', 'Default' => '1', 'Description' => 'Provides an overview of the tickets in a certain state per queue.', 'Group' => '', 'Module' => 'Kernel::Output::HTML::DashboardTicketQueueOverview', 'Permission' => 'rw', 'QueuePermissionGroup' => 'Service Assurance', 'Sort' => 'SortBy=Age;OrderBy=Up', 'States' => { '1' => 'new', '11' => 'Resolved', '16' => 'pending' }, 'Title' => 'Ticket Status Overview' }; egrep DashboardBackend Kernel/Config/Files/ZZZAuto.pm $Self->{'DashboardBackend'}->{'0130-TicketOpen'} = { $Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = { $Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = { $Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = { $Self->{'DashboardBackend'}->{'0099-TicketQueueOverview'} = { $Self->{'DashboardBackend'}->{'0220-TicketCreate'} = { $Self->{'DashboardBackend'}->{'0300-IFrame'} = { $Self->{'DashboardBackend'}->{'0400-UserOnline'} = { $Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = { $Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = { $Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = { $Self->{'DashboardBackend'}->{'0130-TicketOpen'} = { Any idea what caused this. I looked in the ZZZAuto.pm on the primary I don't see the above - in fact there are number of missing DashboardBackend sections missing. egrep DashboardBackend Kernel/Config/Files/ZZZAuto.pm $Self->{'DashboardBackend'}->{'0130-TicketOpen'} = { $Self->{'DashboardBackend'}->{'0110-TicketEscalation'} = { $Self->{'DashboardBackend'}->{'0100-TicketPendingReminder'} = { $Self->{'DashboardBackend'}->{'0115-TicketWorkflow'} = { $Self->{'DashboardBackend'}->{'0220-TicketCreate'} = { $Self->{'DashboardBackend'}->{'0300-IFrame'} = { $Self->{'DashboardBackend'}->{'0400-UserOnline'} = { Any enlightment would be appreciated. -- Stephen Clark *NetWolves Managed Services, LLC.* Email: steve.clark(a)netwolves.com http://www.netwolves.com

1 2

Wide character in subroutine entry at /usr/local/otrs/Kernel/System/DB.pm line 499.
by Guy Helmer 05 Dec '14

05 Dec '14

I’m using OTRS 3.3.7 + perl 5.16 + DBD::Pg 3.4.1 + Postgresql 9.3.5 using IMAPS to retrieve incoming support email. Many inbound emails are dropped instead of being stored in the OTRS system due to the error noted in the subject. The Postgresql databases involved were created using the SQL_ASCII type many years ago under Postgresql 8.x and Perl 5.8.9. Since I’ve upgraded to Postgresql 9.3 and Perl 5.16 on this system, we’ve been encountering this error. I’ve tried setting this in Config.pm: $Self->{'Database::Attribute'} = "{pg_enable_utf8 => 0}”; but that just totally breaks OTRS. Any ideas would be welcome. Guy

1 0

Problem with date/time in dashboard
by Marco Borsani 05 Dec '14

05 Dec '14

Hi all I am testing our OTRS system. This morning I received few escalation mails at 08:00 am, but in the dashboard I read 09:00 am. System time is correct (UTC+1/CET). OTRS config has UTC+1 both in Core::Time and Core::Time::Calendar1 Any idea ? Regards Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl Via San Vincenzo, 2 16121 Genova Italy Phone +39 010 5701262 Mobile +39 392 9744324 Fax +39 010 591883 Email marco.borsani(a)lsweb.it<mailto:marco.borsani@lsweb.it> Web www.lsweb.it<http://www.lsweb.it/> ; www.hakatech.it<http://www.hakatech.it/> [marchio-LS_piccolo] [logo_hakatech_2]

1 0

Pre-defined email addresses to forward tickets
by John Koch 04 Dec '14

04 Dec '14

Hello, I would like to know how to set up specific queues with a set of pre-defined email addresses to forward tickets to (ex. the email addresses of my external second line support) to avoid that the agents have to manually enter the email addresses to forward to, as sometimes they make a typo and the email doesn't get sent Thanks!

2 3

Re: [otrs] Salutation, template and signature texts not showing after upgrade to OTRS 4.01
by Paolo Mosconi 04 Dec '14

04 Dec '14

Great, it works now. Many thanks for the very quick reply. Paolo Mosconi

1 0

Salutation, template and signature texts not showing after upgrade to OTRS 4.01
by Paolo Mosconi 04 Dec '14

04 Dec '14

Hi, I upgraded from OTRS 3.3 to 4.01.02 moving the system from Windows to Linux. Everything is ok, except that when replying to a ticket the system is not showing salutation, response template and signature TEXT but the following code: $QData{"Salutation"} $QData{"StdResponse"} $QData{"Signature"} $TimeShort{"$QData{"Created"}"} - $QData{"OrigFromName"} $Text{"wrote"}: $QData{"Body"} Any idea about what went wrong and how to fix it? Thanks paolo mosconi

2 1

R: upgrade from 3.3.10 to 4.0.2
by Marco Borsani 04 Dec '14

04 Dec '14

To upgrade from 3.3 to 4 , have you used this instructions ? http://otrs.github.io/doc/manual/admin/4.0/en/html/upgrading.html I do it again in another 3.3 system (staging) , but had same problems... Regards Marco -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Marco Borsani Inviato: giovedì 4 dicembre 2014 15:11 A: User questions and discussions about OTRS. Oggetto: [otrs] R: upgrade from 3.3.10 to 4.0.2 I know, I search the rpm file but I did not find that one for Centos 6.5 -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Sander Goudswaard Inviato: giovedì 4 dicembre 2014 15:07 A: 'User questions and discussions about OTRS.' Oggetto: Re: [otrs] upgrade from 3.3.10 to 4.0.2 Yes normally via CPAN, in some cases you can use a rpm http://rpm.pbone.net/index.php3?stat=3&search=perl-Apache2-Reload&srodzaj=3 Sander --------------------------------------------------------------------- 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 -- This message was scanned by ESVA and is believed to be clean. --------------------------------------------------------------------- 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 -- This message was scanned by ESVA and is believed to be clean.

2 1

upgrade from 3.3.10 to 4.0.2
by Marco Borsani 04 Dec '14

04 Dec '14

Hi all I am following the manual, but at the end I have some problems with the httpd restart. It fails due the perl Apache2::Return (Can't locate Apache2/Reload.pm), but when I try to install it (like suggest form the otrs.CheckModules.pl) with "yum install perl(Apache2::Reload)" I don't find it anywhere. Moreover, that module should be optional.... OS: Centos 6.5 Any idea ? Regards Marco

5 6

How to change the color of NOTE in Ticket
by Pritesh BHEEMANEE 04 Dec '14

04 Dec '14

Hello, When we close the ticket, it is in red color and when one write the note, its also in RED color. So, its confusing. I would like to change the color of NOTE. I have seen release notes till beta4 but i couldn't find the solution. (I have enable Sysconfig setting: Ticket::UseArticleColors ) Did i miss something? Is it possible to have this feature in next release? Need to create new article type? Thanks in advanced. Cheers, Pritesh

1 1

get notification on contract/warranty expiration reach in CMDB
by Darshak Modi 04 Dec '14

04 Dec '14

Hello, Is there a way/config , where I can get notification(email), once the warranty /end date expires or before expiry of 1 month. Generic Agent does not have such capacity. I use 3.1.1

2 1