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Upgrade path from 3.0 to 3.2 - questions
by Paul Simons 12 Aug '13

12 Aug '13

I am running version 3.0.1 (CentOS and PostgreSQL 8.1) and I want to upgrade to the latest version 3.2.9. In fact I am building a completely new system and decommissioning the old hardware. Do I have to follow the upgrade path 3.0 > 3.1 > 3.2 or is there an easier way? I only want to keep the ticket history. If I do have to follow the upgrade path has anyone documented how to do it and is willing to share :-) ? Regards ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

3 4

Consistent AJAX communication errors are ruining my experience
by jose.salviati＠accenture.com 10 Aug '13

10 Aug '13

I love the potential of OTRS and want desperately to implement it at my current project but after installing it on no less than four different machines, over five different days, installing it using MySQL and Oracle, using the Windows, Suse Linux and Ubuntu versions and consistently getting "Error during AJAX communication" errors - I am ready to give up! I need some assistance! Now, to be fair, we never got far with the Oracle installation - even though I installed the DBD:Oracle Perl component the web installer never saw our Oracle database. The Linux attempts failed for reasons I can't recall now. I want this to work in Windows and it is there that I get the AJAX error! When I run CheckDB.pl I can see the dbase so I know its fine. I can create tickets but when I click an option that has to populate other fields (Like queue that populates Owner) they error pops up. It allows me to enter a few tickets without error, but the error always pops up after two or three tickets have been created! Any guidance is very, VERY appreciated! Thank you. Jose Jose Salviati [cid:image001.jpg@01CE94D9.6B897E30] <sip:Jose.Salviati@Accenture.com> Technology Consulting | Workplace Technology & Collaboration Direct Dial: (310) 726-2835 Mobile: (949) 829-1028 Email: Jose.Salviati(a)Accenture.com<mailto:Jose.Salviati@Accenture.com> ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

5 20

OTRS "Services" list
by Cavett Otis 07 Aug '13

07 Aug '13

I am just starting to get my OTRS system in place and would like to see lists of "Services" others have in their systems. We provide service and support for PC based digital X-Ray (CR) equipment. Thanks, Cavett Otis Silver Lining X-Ray Inc Corinth MS 38834 m 662-322-5083 o 877-287-6066

1 0

Lock agent access to archived tickets
by Dion van Adrichem 07 Aug '13

07 Aug '13

Hi all, I have a system quite a lot of archived tickets by now. Currently it is possible access these tickets via the search-attribute or by typing in the ticketnr in the addressbar. Is it possible via ACL to block access to these tickets altogether? Or if that is not possible, at least block the archive search-attribute? Thanks in advance. Dion

2 4

Adding a customer notification email
by Antonis Proimadis 07 Aug '13

07 Aug '13

Hi there can you let me know if the below is possible. Can when i add a customer email address to the system, that customer email to receive automatically a welcome message with login information? thanks and best regards

2 1

Re: [otrs] "Authentication succeeded, but no customer record is
by Erik van Ast 06 Aug '13

06 Aug '13

Hi Alverom Thank you for replying. I have checked the config, but everything seems to be OK. Somehow I cannot save the config through sysconfig, but I can show you the config in config.pm (and it seems to be OK??) : # Begin customer authenticatie #Example 11-11. Customer user authentication against a LDAP backend # This is an example configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=Suzo, dc=int'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Users,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS,OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Password'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Einde voorbeeld 11.11 # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # # ldap host Host => '192.168.1.2', # # ldap base dn BaseDN => 'dc=Suzo, dc=int', # # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=OTRS,OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int', UserPw => 'Password', # # in case you want to add always one filter to each ldap query, use # # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(memberOf=CN=OTRS_Users,OU=Suzo NL,DC=Suzo,DC=int)', # # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # # if your frontend is e. g. iso-8859-1 and the charset of your # # ldap server is utf-8, use these options. # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # # die if backend can't work, e. g. can't connect to server # Die => 0, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # # customer uniq id CustomerKey => 'sAMAccountName', # # customer # CustomerID => 'company', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', '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', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'company', 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 ], ], }; # Einde customer authenticatie Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast _______________________________________________________________ -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens otrs-request(a)otrs.org Verzonden: dinsdag 6 augustus 2013 9:37 Aan: otrs(a)otrs.org Onderwerp: otrs Digest, Vol 59, Issue 7 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: "Authentication succeeded, but no customer record is found in the customer backend" error using LDAP (Alvaro Cordero) ---------------------------------------------------------------------- Message: 1 Date: Mon, 5 Aug 2013 09:12:14 -0600 From: Alvaro Cordero <alvaro(a)gridshield.net> Subject: Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend" error using LDAP To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKzf-ZMH3kXC301Fz0SLEWTDtU4qPNp_cT6gZNbtVGMWvHa1cg(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" You have to check your LDAP configuration y Sysconfig. Look for LDAP and it will direct you to the FrontEnd::Customer::Auth, there you most likely have it pointing to the DB, also check all the related variables there. Regards Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

1 0

MSSQL, CS_OPT_TEXTSIZE failed and the solution mentioned in the CHANGELOG
by Johannes Scholz 06 Aug '13

06 Aug '13

Hello, I am using MSSQL as customer backend and I am getting the infamous CS_OPT_TEXTSIZE error. The CHANGELOG suggests to set the "Attribute => {}" option of the database backend, in order to prevent LongReadLen being set. This is what I did: Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:server=XXX; database=XXX', User => 'xxx', Password => 'xxx', Table => 'XXX', Attribute => {}, ... } Despite the "Attribute" var being set it seems to be ignored, as I am still getting a lot of "Setting of CS_OPT_TEXTSIZE failed. at /opt/otrs/Kernel/cpan-lib/Apache/DBI.pm line 319." errors. PRODUCT = OTRS VERSION = 3.1.2 BUILDDATE = Fri Mar 2 08:35:30 CET 2012 BUILDHOST = otrsbuild.otrs.com Compile-time settings (established with the "configure" script) Version: freetds v0.82 freetds.conf directory: /etc/freetds MS db-lib source compatibility: no Sybase binary compatibility: yes Thread safety: yes iconv library: yes TDS version: 4.2 iODBC: no unixodbc: yes The MSSQL server is 2008 R2, TDS protocol version is set to 8.0. Any ideas? Regards, Johannes Scholz

2 1

"Authentication succeeded, but no customer record is found in the customer backend" error using LDAP
by Erik van Ast 05 Aug '13

05 Aug '13

Hi all, Last week I posted this question already but I thought it was related to another problem that is solved now.. The only major problem I still have is that new users (created in Active Directory less than 2 years ago) can't log in to OTRS as customers. I updated OTRS a couple of times and I didn't notice this problem before, so I don't know exactly which update caused this problem, but customers that used OTRS before are able to log on, but newer users can't. We use LDAP to sync the users with AD and seeing the error message (Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.), LDAP seems to work fine, but somehow users are not put into the database, or am I wrong? Can someone help me out with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast (MCSE / MCSA Messaging) SUZO-HAPP GROUP | System Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl <mailto:Erik.van.Ast@suzohapp.nl> | www.suzohapp.nl <http://www.suzohapp.nl/> _______________________________________________________________ Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

3 2

create masterslave master ticket via API and slaves via email (preferred)
by Rene Stoutjesdijk 04 Aug '13

04 Aug '13

Hello, we're working very happily with the masterslave module, the advanced optiosn are fine. This is working very fine via the web interface. However i would like to use it in the following manner: - via API create master ticket - via email create slave tickets I do have 2 challenges: 1) how should the API call (attributes) look like for creating the master ticket and get back the reference ID to be used in step2, at this moment we're using the app:otrs::create ticket (this is going fine for creating tickets) 2) what should be added in the mail header to identify that this slave ticket belongs to the in step 1 created master ticket we did some tests with macking master tickets via above mentioned perl module. When we include in the call for making the master: --DynamicField MasterSlave="New Master Ticket" It looks to be a fine master ticket When we include in the slave ticket generation: --DynamicField MasterSlave="SlaveOf:2013080410188 It also looks to be a fine slave Also when we look into the webinterface the master/slave ticket relationship looks fine However a few issues arise: 1) when we close or update the master tickets the slaves aren't updated Thx in advance for your reply.

1 0

Re: [otrs] Customers are not being added automatically. Worked in previous versions, but not anymore after update. LDAP... (Update)
by Erik van Ast 02 Aug '13

02 Aug '13

Hi everyone, I have solved the problem of not being able to save anything in the "SysConfig" area by running the SetPermissions.pl command correctly. The problem with (new) customers not able to log on, still persists however. Older users on our network that have been there for many years can log on without a problem, but newer users that are member of the same group in Active Directory cannot log on and when they try they see the following message :" Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator." When I look in the System log, I also see the following (logging on with user FerryB): "No such user 'FerryB'!" and in the same second " CustomerUser: FerryB (CN=Ferry Bostelaar,OU=Verkoop,OU=Suzo NL,DC=Suzo,DC=int) authentication ok (REMOTE_ADDR: 192.168.1.125)."... So authentication is OK, but the user is unable to log on as customer... This is a problem since I upgraded OTRS a couple of times... Users that have been here for many years are able to log on, but this particular user is here less than a year and he is unable to log on... Who can help me out? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast _______________________________________________________________ -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens otrs-request(a)otrs.org Verzonden: vrijdag 2 augustus 2013 14:00 Aan: otrs(a)otrs.org Onderwerp: otrs Digest, Vol 59, Issue 2 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. Add more "Ticket Information" (Esteban Monge) 2. Re: Add more "Ticket Information" (Alvaro Cordero) 3. Re: Lock agent access to archived tickets (Gerald Young) 4. Customers are not being added automatically. Worked in previous versions, but not anymore after update. LDAP... (Erik van Ast) ---------------------------------------------------------------------- Message: 1 Date: Thu, 01 Aug 2013 08:43:38 -0600 From: Esteban Monge <esteban(a)nuevaeralatam.com> Subject: [otrs] Add more "Ticket Information" To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <51FA741A.2050300(a)nuevaeralatam.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hello folks I want to add more information to Ticket Information in Ticket Zoom, for example add a DynamicField, but I can't find information about that, "Googling" the information is old and deprecated. I have OTRS 3.1.x Regards ------------------------------ Message: 2 Date: Thu, 1 Aug 2013 09:18:10 -0600 From: Alvaro Cordero <alvaro(a)gridshield.net> Subject: Re: [otrs] Add more "Ticket Information" To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKzf-ZML2Y9gu8_6Op9rKZFv=X+S_DoouDFm_RNCfLOTnZJ5bA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello Esteban, If you wan't to publish Dynamic Fields in Ticket Zoom look in Sysconfig for TicketZoom Ticket::Frontend::AgentTicketZoom###DynamicField There you can set your Dynamic Field Viewable. Also if you wan't to see them for example in the Queview Dashboard. Then you look for TicketOverview and in the corresponding section enable them. Ticket::Frontend::OverviewSmall###DynamicField 2013/8/1 Esteban Monge <esteban(a)nuevaeralatam.com> > Hello folks I want to add more information to Ticket Information in > Ticket Zoom, for example add a DynamicField, but I can't find > information about that, "Googling" the information is old and > deprecated. I have OTRS 3.1.x > > Regards > > > ------------------------------**------------------------------**------ > --- OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail > /otrs> To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cg > i-bin/listinfo/otrs> > -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

2 1

Customers are not being added automatically. Worked in previous versions, but not anymore after update. LDAP...
by Erik van Ast 02 Aug '13

02 Aug '13

Hi all, We have updated our OTRS version a couple of times and now I see that it works good, but I miss a lot of users in the "Customers" area. Customers should automatically be imported and we use an LDAP (Windows 2003 domain) connection for that... Nothing has changed in the config, but if I try to edit the "Frontend::Customer::Auth" and save it, I get the message below. Does it have something to do with it? We use OTRS version 3.2.9, running on OpenSUSE 11.2... Error Message: Can't write ConfigItem! Error details: Backend ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Fri Aug 2 12:28:34 2013 Message: Can't write ConfigItem! RemoteAddress: 192.168.1.125 RequestURI: /otrs/index.pl Traceback (27947): Module: Kernel::Modules::AdminSysConfig::Run (OTRS 3.2.9) Line: 201 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.9) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) 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 Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

2 1

Add more "Ticket Information"
by Esteban Monge 01 Aug '13

01 Aug '13

Hello folks I want to add more information to Ticket Information in Ticket Zoom, for example add a DynamicField, but I can't find information about that, "Googling" the information is old and deprecated. I have OTRS 3.1.x Regards

2 1

Auto-Answer for phone and API-generated tickets?
by Olivier Macchioni 31 Jul '13

31 Jul '13

Hello dear OTRS user list, Our problem is the following: If the customer opens a ticket via e-mail, we want to notify him that we have received his mail and that we are going to process it. If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received. The customer already has a feedback that his ticket is being processed - sometimes the ticket is closed on the spot, typically for Phone Tickets. "Auto-Answers" allows to automatically send responses to customers on the occurence of certain events, so it *could* do the trick, except that it doesn't allow to have a different behavior for the 2 cases above. Does anyone know another OTRS feature which could fulfill our need? Thank you, Olivier

4 5

Unabled to close a ticket
by claude 30 Jul '13

30 Jul '13

Hi, I have a ticket automatically re-opens by the user admin. It happened several times but only with one ticket. The ticket's history have this 3 lines at each time it's re-opened : Lock Ticket verrouillé. - root@localhost (Administrateur princ[..]) 24.07.2013 00:17:26 Misc Reset of unlock time. - root@localhost (Administrateur princ[..]) 24.07.2013 00:17:26 StateUpdate Avant : "closed successful" Après : "open" - root@localhost (Administrateur princ[..]) 24.07.2013 00:17:26 Can anyone help me ? Thanks and regards Claude

1 0

Empty popup when replying to ticket in OTRS 3.2
by Fatih Kalifa 30 Jul '13

30 Jul '13

Hi, I recently upgrade OTRS from 3.1 to 3.2.9. After upgrading, I notice that if I reply ticket that created before upgrade (ticket created in OTRS 3.1, but follow up made in OTRS 3.2), the popup to send message won't show anything (in page source there are some javascript). Is it just me or am I doing something wrong? Thank you -- Fatih Kalifa

1 0

New Notification created but not being displayed under AgentNotifications
by Darshak Modi 26 Jul '13

26 Jul '13

I created New event notification for TIcketClose but its not being displayed under Agent Notification links. I do not see any error in RebuldConfig also. -- ------- Darshak Modi | Telecom Practices Call- 079-26405600 Ext-1210

1 1

rpc.pl vs nph-genericinterface.pl
by Cyrille Bollu 26 Jul '13

26 Jul '13

Hi list, When trying to access OTRS via SOAP, which one should I use? rpc.pl or nph-genericinterface.pl? The later is better documented but support fewer operations than the former... What's best? Regards, Cyrille

3 2

Move OTRS 3.2.9 to other server with different OS
by Erik van Ast 25 Jul '13

25 Jul '13

Hi all, We have OTRS 3.2.9 running on an OpenSUSE 11.2 server, but we want to have OTRS running on a different server. The preferred OS for us is Windows, but I don't know if running OTRS on Windows (2003/2008) is as reliable as running on Linux, so my first question is, what is the best option for installing OTRS on, Windows or Linux? We have 2 sysadmins over here, both Microsoft schooled, but we also use Linux once in a while... Second question is, is it easy to move OTRS to another server? Is it just backing up and restoring on another server, or are there more steps involved? Is there a step by step guide? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

3 2

Re: [otrs] otrs 3.1.11 - otrs.Pendingjobs.pl
by Marty Hillman 23 Jul '13

23 Jul '13

We found that you can only have one email address in that field. Separating addresses with commas does not work. Instead, use a mail enabled distribution list, and things work perfectly. Hope this helps. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steve Clark Sent: Tuesday, July 23, 2013 8:34 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] otrs 3.1.11 - otrs.Pendingjobs.pl On 07/23/2013 09:11 AM, Steven Carr wrote: <support(a)netwolves.com<mailto:support@netwolves.com>,se(a)netwolves.com<mailto:se@netwolves.com>,randy.k(a)netwolves.com<mailto:randy.k@netwolves.com>> is an invalid email address. The match fail is because the content between <> doesn't conform to the rfc standard for an email address (multiple @ signs for starters). You can't put multiple comma separated email addresses in a field designed for a single email address. Steve Hi Steve, I understand that - we don't put the <> in the address something in OTRS is doing that. We have multiple emails separated by comma's in the email field of out Customers. This is the only place where we see this error. It appears something in OTRS is expecting only one Email address and putting the <> around whatever happens to be in the Email field. -- Stephen Clark NetWolves Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com<mailto:steve.clark@netwolves.com> http://www.netwolves.com

2 1

otrs 3.1.11 - otrs.Pendingjobs.pl
by Steve Clark 23 Jul '13

23 Jul '13

Can someone explain why we get these error messages. We have no other problems with sending email notifications. Unmatched '<>' in "NetWolves / Corporate Office Network Operations Center"<support@netwolves.com,se@netwolves.com,randy.k@netwolves.com>, at /opt/otrs/Kernel/cpan-lib/Mail -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

2 2

Re: [otrs] otrs Digest, Vol 58, Issue 37
by Wayne Work 21 Jul '13

21 Jul '13

This is an easy one. Run OTRS within a VM appliance ( which every flavor you know best but VMware has the tools to automate most if this natively.) and perform SnapShots as often as your RPO/RTO requires. Make sure to delete old one and only keep a few "current" version (weeks worth is you are doing hourly/daily snaps). Put these into a SAN storage where that is backed up too and best would to rep them to a remote DR facility. You can restore and entire system from a snap in VMware in minutes even if you have to remove and place new hardware as the system is pretty hardware agnostic. Good luck. Cheers Wayne T Work Sr CISSP, CISM Xerox Services 203-217-5004 On Jul 21, 2013, at 8:00 AM, otrs-request(a)otrs.org wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Daily, Weekly & Monthly Backups (Wielbert Collinson) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 21 Jul 2013 11:23:33 +0400 > From: "Wielbert Collinson" <wielbert.collinson(a)hitisem.com> > Subject: [otrs] Daily, Weekly & Monthly Backups > To: <otrs(a)otrs.org> > Message-ID: <001e01ce85e3$35f1c2f0$a1d548d0$(a)hitisem.com> > Content-Type: text/plain; charset="us-ascii" > > Hello Team, > > > > We know how to backup database in windows and we are able to restore it > successfully. > > > > Could you let us know how to perform daily, weekly and monthly backups of > OTRS. Is there a script or a batch file that needs to be run to perform this > action. > > > > Many Thanks for your help!! > > > > Regards, > > > > > > > >

3 2

Daily, Weekly & Monthly Backups
by Wielbert Collinson 21 Jul '13

21 Jul '13

Hello Team, We know how to backup database in windows and we are able to restore it successfully. Could you let us know how to perform daily, weekly and monthly backups of OTRS. Is there a script or a batch file that needs to be run to perform this action. Many Thanks for your help!! Regards,

1 0

Customized Reporting
by Tony S. Wu 19 Jul '13

19 Jul '13

Hi, We are looking to generate customized report, especially time accounting based on client. Is there modules or other methods for generating customized reports? Thanks, Tony S. Wu tonyswu.mac(a)gmail.com

2 1

Looking for documentation on linking CI's to tickets
by Eric Pfeifer 18 Jul '13

18 Jul '13

All, I'm running OTRS ITSM 3.2.7 and have been trying to wrap my head around how to link a CI to a ticket. I have a nagios system generated event and would like to automatically link the alert to a Configuration item. If at all possible link it to a user name as well. Can someone point me in the direction of how to configure that? Thanks, Building Relationship One Connection at a Time Eric Pfeifer Ph: 800.431.0996 x 8100 Fx: 603.821.0287 Cell: 603.233.0088 eric(a)rightpathnetworks.com www.rightpathnetworks.com

2 1

Can't change queue of some tickets
by Allen, Geoff 17 Jul '13

17 Jul '13

We have weird behavior since upgrading from 2.4.7 to 3.2.6. Some tickets (probably all tickets logged via the Customer portal - that is definitely one condition) cannot be moved to any other queues, even by agents. We do have an ACL on the CustomerTicketMessage and CustomerTicketZoom actions to limit possible queues to our Helpdesk queue. What's not working now is that even agents can't move those tickets to another queue. And even if I comment out that ACL entirely, stop Apache, & clean out the var/tmp cache directories, the situation persists (customers can only log to "Helpdesk" and agents cannot move tickets). We're probably missing something simple here, but don't know where to look. Any advice on where to start? Thanks, Geoff

1 0

Re: [otrs] Agent last Login timestamp?
by KalyanaChakravarthy MP 17 Jul '13

17 Jul '13

Hi all admin interface you have the info "last login" also shown in the overview table. :) SELECT CONCAT(first_name,last_name) as Agnet_Name ,u.login, Preferences_value as LastLogin FROM otrs.user_preferences,users u where preferences_key like '%UserLastLoginTimestamp%' and user_id = u.id or SELECT CONCAT(first_name,last_name) as Agnet_Name ,u.login, FROM_UNIXTIME(Preferences_value) as LastLogin FROM otrs.user_preferences,users u where preferences_key like '%userlastlogin%' and user_id = u.id Thank you & Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1

Service Asignment
by Olivier BATARD 17 Jul '13

17 Jul '13

Hello, I've just setup a fresh 3.2.9 version of ptrs help desk. Just one question : I can't associate a service to a type like in the video : http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-on… We just don't have the option Type <-> Service in the admin part. How can we activate this option ? Thanks by advance, Olivier.

2 2

Install Otrs on Archlinux ?
by Olivier BATARD 16 Jul '13

16 Jul '13

Hello, I'm trying to install ptrs 3.2.9 on archlinux (last version) and with nginx and foci perl (yeah, I'm a bit crazy). Everything is fine but I can't launch the fcgi wraper like it's described here : http://supportex.net/2011/11/migrating-otrs-apache-nginx/ When I launch the fcgi, I got the error : [root@Arch otrs]# ./fastcgi-wrapper.pl Can't locate syscall.ph in @INC (did you run h2ph?) (@INC contains: /usr/lib/perl5/site_perl /usr/share/perl5/site_perl /usr/lib/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib/perl5/core_perl /usr/share/perl5/core_perl .) at ./fastcgi-wrapper.pl line 9. Here's the checkModule log : [root@Arch bin]# ./otrs.CheckModules.pl o CGI..............................ok (v3.63) o Crypt::PasswdMD5.................ok (v1.3) o Crypt::SSLeay....................ok (v0.64) o CSS::Minifier....................ok (v0.01) o Date::Format.....................ok (v2.24) o Date::Pcalc......................ok (v1.2) o DBI..............................ok (v1.627) o DBD::mysql.......................Not installed! (optional - Required to connect to a MySQL database.) o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.) o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.) o DBD::Pg..........................ok (v2.19.3) o Digest::MD5......................ok (v2.52) o Digest::SHA::PurePerl............ok (v5.81) o Digest::SHA......................ok (v5.84) o Encode::HanExtra.................Not installed! (optional - Required to handle mails with several Chinese character sets.) o Encode::Locale...................ok (v1.03) o GD...............................ok (v2.50) o GD::Text.......................ok (v0.86) o GD::Graph......................ok (v1.47) o IO::Scalar.......................ok (v2.110) o IO::Wrap.........................ok (v2.110) o JavaScript::Minifier.............ok (v1.05) o JSON.............................ok (v2.53) o JSON::PP.......................ok (v2.27200) o JSON::XS.......................ok (v2.34) o Locale::Codes....................ok (v3.24) o LWP::UserAgent...................ok (v6.04) o Mail::Internet...................ok (v2.12) o Mail::POP3Client.................ok (v1.2) o IO::Socket::SSL................ok (v1.94) o Mail::IMAPClient.................Not installed! (optional - Required for IMAP TLS connections.) o IO::Socket::SSL................ok (v1.94) o MIME::Base64.....................ok (v3.13) o MIME::Tools......................ok (v5.503) o ModPerl::Util....................Not installed! (optional - Improves Performance on Apache webservers dramatically.) o Apache::DBI....................ok (v1.11) o Apache2::Reload................FAILED! Not all prerequisites for this module correctly installed. o Net::DNS.........................ok (v0.72) o Net::POP3........................ok (v2.29) o Net::IMAP::Simple................ok (v1.2034) o IO::Socket::SSL................ok (v1.94) o Net::SMTP........................ok (v2.31) o Authen::SASL...................ok (v2.16) o Net::SMTP::SSL.................ok (v1.01) o Net::SMTP::TLS::ButMaintained..ok (v0.20) o Net::LDAP........................ok (v0.56) o Net::SSL.........................ok (v2.85) o PDF::API2........................Not installed! (optional - Required for PDF output.) o Compress::Zlib.................ok (v2.060) o Storable.........................ok (v2.41) o SOAP::Lite.......................ok (v0.715) o version........................ok (v0.9902) o Class::Inspector...............ok (v1.28) o Text::CSV........................ok (v1.21) o Text::CSV_PP...................ok (v1.29) o Text::CSV_XS...................Not installed! (optional - Recommended for faster CSV handling.) o Time::HiRes......................ok (v1.9725) o XML::Parser......................ok (v2.41) o HTTP::Message....................ok (v6.06) o HTTP::Headers..................ok (v6.05) o URI..............................ok (v1.60) o URI::Escape....................ok (v3.31) o Scalar::Util.....................ok (v1.27) o YAML::XS.........................ok (v0.41) Anyone has an Idea ? Thanks, Olivier.

1 0

restoring OTRS to a new server
by Andrew S. Meyer 16 Jul '13

16 Jul '13

I need some help restoring OTRS. I have an old config that I would like to put on a test server and then upgrade. I'm not sure what version of OTRS it was running. 1) how do I find this out 2) when I use the restore script, I come up with these errors: [root@helpdesk ~]# /opt/otrs/scripts/restore.pl -b /home/andrew.meyer/ -d /opt/otrs/ Restore /home/andrew.meyer//Config.tar.gz ... DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YE .pm line 256 ERROR: OTRS-Restore-10 Perl: 5.10.1 OS: linux Time: Tue Jul 16 00:35:00 2013 Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (14115): Module: Kernel::System::DB::new (v1.144) Line: 227 Module: /opt/otrs/scripts/restore.pl (v1.14) Line: 90 Restore /home/andrew.meyer//Application.tar.gz ... create MySQL [root@helpdesk ~]# What am I doing wrong? I've tried changing the mysql options for the user to allow ALL permissions, but it doesn't like that. Thank you, Andrew Meyer.

3 2

GenericAgent module
by Daniel Santos 15 Jul '13

15 Jul '13

Hi, I'm setting up a Generic Agent to make some customization in my OTRS installation to send other notifications when a ticket is escalated. But when I try to use a Get from ConfigObject I'm always getting a: "Message: Can't call method "Get" on an undefined value". ConfigObject is already in the Needed objects 'qw', but still doesn't work. How can I get my module configuration parameters from Config when using a Generic Agent? Thanks. -- Daniel Santos daniel.santos(a)etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 85 3101.6600

3 10

[PATCH] OTRS Reports not accepting absolute date
by Artis Caune 13 Jul '13

13 Jul '13

Hi OTRS, There is a bug in Kernel/Modules/AgentStats.pm which does not accept absolute dates when creating or editing reports/statistics: You will see something like this in user.log: [Error][Kernel::System::Time::TimeStamp2SystemTime][Line:208]: 2013-07-00 11:23:59 Here is patch: --- Kernel/Modules/AgentStats.pm.orig 2013-03-05 20:43:50.000000000 +1300 +++ Kernel/Modules/AgentStats.pm 2013-07-11 09:27:37.522545270 +1200 @@ -953,7 +953,6 @@ "%04d-%02d-%02d %02d:%02d:%02d", $Time{ $Limit . 'Year' }, $Time{ $Limit . 'Month' }, - $Time{ $Limit . 'Week' }, $Time{ $Limit . 'Day' }, $Time{ $Limit . 'Hour' }, $Time{ $Limit . 'Minute' }, You except 6 parameters in sprintf but passing 7 :( -- Artis Caune Everything should be made as simple as possible, but not simpler.

3 2

preserve formatting when fetching email
by Girard James 12 Jul '13

12 Jul '13

Hello, I'm a beginner with OTRS, and I would like to know if this software allows to preserve formatting when fetching email. Cause when I attempting to fetch emails via POP3 from a mailbox, all generated tickets into OTRS loose their original format. Do you know a way to keep it safe? Thanks in advance, Regards, James G.

2 8

change dashboard add new columns
by Darshak Modi 10 Jul '13

10 Jul '13

2 9

Move ticket withtout being owner
by Finetti, Stefano 10 Jul '13

10 Jul '13

Hello, I was wondering why it isn't possible to move a ticket into a queue if you are not the owner of the ticket. I'm the customer service manager, and I'm not the responsible for the ticket since we have a number of accounts who are responsible for their own customers. Sometimes I need to move tickets between different queues and each time i need to take ownership, move, and then reassign the ticket, thus creating at least 3 useless notes in the ticket. I've looked into System Configuration in order to find a way to change this behavior, but without luck. Is there any possibility to do what I need without having to code something custom? thanks -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* -- 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 1

Empty value disappears during AJAX refresh for dynamic fields filtered with ACLs on v3.2.3
by Bogdan Iosif 10 Jul '13

10 Jul '13

Hi list, I have a problem that looks like either I'm doing something wrong with my ACLs or I ran into an untreated variation of bug#7968 that was fixed since 3.1.0.beta2 (see http://bugs.otrs.org/show_bug.cgi?id=7968) Can someone please help identify if this is a bug and, if so, if I should reopen bug#7968 or post a new bug related to bug#7968? =Configuration description= I added a dynamic field (let's assume it's named ddFilteredField) of type drop down with "Add empty value" = Yes and some key/value pairs (let's assume it has: ddffAx = x, ddffAy = y, ddffBz = z). Then I added some ACLs to achieve the following objectives: [Objective1] For all the queues not covered by [Objective2], as well as any new future queues, show only the empty value for ddFilteredField. Sample ACL: # Applies before others $Self->{TicketAcl}->{'1-ACL-SetDdFilteredField-RemoveAll'} = { Properties => { Frontend => { Action => ['AgentTicketFreeText'] }, }, # If the problem is on the next line, then how do I specify to leave just the empty value? Possible => { Ticket => { DynamicField_ddFilteredField => [] }, }, }; [Objective2] Depending on ticket's queue, show only some values for ddFilteredField. Sample ACLs: $Self->{TicketAcl}->{'2-ACL-SetDdFilteredField-SituationA'} = { Properties => { Frontend => { Action => ['AgentTicketFreeText'] }, Queue => { QueueID => [1, 2] }, }, Possible => { Ticket => { DynamicField_ddFilteredField => ['[RegExp]^ddffA.*'] }, }, }; $Self->{TicketAcl}->{'3-ACL-SetDdFilteredField-SituationB'} = { Properties => { Frontend => { Action => ['AgentTicketFreeText'] }, Queue => { QueueID => [3, 4, 5] }, }, Possible => { Ticket => { DynamicField_ddFilteredField => ['[RegExp]^ddffB.*'] }, }, }; =Problem= First I thought everything was OK. In queues for [Objective1] I saw the expected values + the empty value '-', in all the other queues I saw only the empty value '-'. Then I noticed exactly the same [potentially dangerous] problem as described in bug#7968. During any AJAX refresh on AgentTicketFreeText, the empty value for ddFilteredField disappears and the first actual value is wrongfully auto-selected, waiting to be saved when the user clicks Submit. Once an actual value is saved for ddFilteredField, when AgentTicketFreeText is opened the empty value will appear for ddFilteredField after the first load but it can't be selected even if the user tries to because during the post-selection AJAX request, the 1st real value is selected instead and the empty value disappears. The same problem doesn't occur for fields that are not filtered by ACLs. Is this a bug? Is there a workaround? See my comment for the first ACL, maybe that's where the problem is introduced. Thanks, Bogdan

1 1

Issue with 3.2.8.
by Wielbert Collinson 10 Jul '13

10 Jul '13

Hello Team, We have installed 3.2.8 on windows 7 machine. We have not been able to work on OTRS because apache 2.2 crashes sporadically. After the upgrade from 3.2.6 to 3.2.8 we have been facing this issue. 3.2.8 is not stable and we are having problems for over a week/ We have pasted the error logs for apache in http://pastebin.com/PPn4YRME We are able to work on the windows server for about 30 minutes and it starts to crash. We have replicated this on other systems in the network and the program does not load. Each time we have to access OTRS we need to restart Apache 2.2 Servers. Is there a permanent solution to this issue? Regards,

3 2

Agent Dashboard view ticket type its possible?
by Gonzalo Pricoli 09 Jul '13

09 Jul '13

Hi, I need to see in the agentdashboard (perhaps modifying AgentDashboardTicketGeneric.dtl) the type of ticket (Incident, Problem, etc.) so you see on the listing. >From already thank you very much for any input. -- *Gonzalo *

2 1

android or iphone Application otrs Customer URL?
by KalyanaChakravarthy MP 09 Jul '13

09 Jul '13

Hi All, OTRS DS Helpdesk Application installed in mobile . OTRS Agent login working fine. but Customer user login not working . i am used agent login name: test url : www.mysite.com/otrs/json.pl<http://www.mysite.com/otrs/json.pl> username: xyz password : ***** i tryed customer login same way but not working I use url : www.mysite.com/otrs/json.pl<http://www.mysite.com/otrs/json.pl> (customer.pl) user name and password is correct only but Error showing ur " Auth for user XXX failed!". Anyone know ,update customer views login. Thank you & Regards, Kalyana chakravarthy M .P,

2 1

Possibility for making 2 Dashboard widgets interacting with each others?
by Cyrille Bollu 09 Jul '13

09 Jul '13

Hi, I wanted to know if there are API's to make 2 dashboard widgets interact with each other, so that, for example, selecting a ticket in the "Open Ticket" widget would show some of the ticket's details in another dashboard widget. I've had a first look at the code, but at first sight such API doesn't seem to exist. That would be handy though. Am I wrong that such interaction hasn't been foreseen in the framework? Best regards, Cyrille

3 2

Source Code for Mobile Client
by Parag Bhalerao 06 Jul '13

06 Jul '13

Hello all, Is the source code available for OTRS mobile client? If so, can you point me to right URL? GoodWills Parag Bhalerao

1 0

schedule report in windows
by KalyanaChakravarthy MP 04 Jul '13

04 Jul '13

Hi i am run manually below code working fine $HOME/bin/otrs.GenerateStats.pl -n 10020 -f CSV -r 123(a)domain.com -r 123(a)domain.com -m "Weekly Open Ticket Report" -F WeeklyOpen i try to schedule this like cron job in window , following i done above code created batch file like report.bat . after run that bat file working fine and triggering report fine 1. Task Scheduler 2. Create task General -- report trigger -- daily some time Action --report.bat file used created scheduler . But scheduler working but not triggering emails and bat file also running but very quickly closing. anybody know how to schedule report in windows Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1

Change in display name
by Darshak Modi 04 Jul '13

04 Jul '13

First Name - Last Name - I want to change the order like Last Name- FirstName . Also in report - agent name comes as Name(email), is there a way to remove (email) ?

1 0

Ticket Refresh
by Roman Gelfand 03 Jul '13

03 Jul '13

I am running otrs 3.2.7. The customer site is not refreshing ticket detail when a new note is added by the agent. The customer set refresh interval in preferences to 2 minutes. Is there anything I need to do to make this work? Thanks in advance

1 1

Dynamic Fields in Notification
by Frans Stekelenburg 03 Jul '13

03 Jul '13

Hi, Sometimes it's quite hard to find the exact configuration options online for OTRS, especially when it comes to Notification Tags. Like how to use dynamic fields as tags in notification. It may be written somewhere but I didn't find it. But from all he bits and pieces and two trials, here it is: <OTRS_TICKET_DynamicField_*> Where * is a ticket dynamicfield as desired. Example: Ticket status ________________________________ <OTRS_TICKET_DynamicField_ndTicketStatus> ________________________________ Just figured I share this :) Kind regards, Frans

1 0

Re: [otrs] (no subject)
by khaled mohamed 03 Jul '13

03 Jul '13

Dears Please remove my email from your list Zank-U. Get Ready for a Better World!R Description: Description: cid:image006.jpg@01CD2D31.FB4C4720 Khaled M. Abu Hussein |System Administrator|KidZania Cairo Administration Building #214 | Second Sector | The City Center New Cairo 11477 | Egypt T. (+202) 24022106 / 22635631 | F. (+202) 2929 6961 | M. +20 1111 140 930 www.edrak.com.eg <http://www.edrak.com.eg/> www.kidzania.com.eg <http://www.kidzania.com.eg/> CONFIDENTIALITY NOTICE: "This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail." Description: Description: Description: Description: Description: Description: Description: cid:501CB50A-7724-4423-8DB3-8B21095EDA7D Before printing this e-mail, think on the preservation of forests and the amount of trees cut down to produce paper.

2 1

Statistics Scheduled
by KalyanaChakravarthy MP 03 Jul '13

03 Jul '13

Hi I ma trying to run otrs.GenerateStats.pl -n <StatNumber> [-p <PARAM_STRING>] [-o <DIRECTORY>] [-r <RECIPIENT> -s <SENDER>] [-m <MESSAGE>] [-l <LANGUAGE>] [-f CSV|Print] [-S <SEPARATOR>] <PARAM_STRING> e. g. 'Year=1977&Month=10' (only for static files) <DIRECTORY> /output/dir/ But Error showing , can anybody help me or give Exmple : Regards, Kalyana chakravarthy M .P, Sr software Engineer.

3 2

Agent Ticket Print
by Carlos Igor Silva 03 Jul '13

03 Jul '13

Hello, Anyone know if i can print the linked children tickets information on the parent ticket? when i print a ticket and this one have linked child tickets i just can see the child's id and their subject. i want to print their status and other information, someone knows how can i do this?

3 2

fetchmail/imap and keeping messages in the mailbox
by Ralf Hildebrandt 03 Jul '13

03 Jul '13

Currently we're fetching the messages from an IMAP mailbox using fetchmail. Is there a way of keeping the messages in the IMAP mailbox and maybe just mark them read? -- 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 2

Any way to exclude system articles from being counted as unread?
by Bogdan Iosif 03 Jul '13

03 Jul '13

Hi list, Is there any configuration that would prevent unread system articles from being counted as such and thus shown in counters from toolbar? Thanks, Bogdan

1 1

SMTP for outgoing mail
by Jean BROW 03 Jul '13

03 Jul '13

Hello, Anyone know how I can configure different SMTP servers for the different e-mail addresses that are added to OTRS? Thanks.

2 1

How to add a new field to Agent's profile?
by Daniel Santos 02 Jul '13

02 Jul '13

Hi there. What's the correct way to add a new field (JabberUID) in the Agent's profile so we can configure our Agents to receive notifications on email and Jabber? I'm thinking on setting up a Ticket Event to make it send these Jabber notifications when a Ticket reaches its EscalationTime. Is there any way to create a new ArticleType (I.E: xmpp-notification) so I can create an Notification Event and use it to notify my Agents via Jabber instead of creating a Ticket Event? Thanks in advance! -- Daniel Santos daniel.santos(a)etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 85 3101.6600

3 9

Re: [otrs] Fatal Error user 'otrs' '@' '10.3.0.56' acess denied (using password: yes) windows installer
by Mark Dissington 02 Jul '13

02 Jul '13

>>> On 27/06/2013 at 22:10, Ryan Jones <rjones(a)aereo.com> wrote: > the 'otrs' '@' '10.3.0.56' user wasn't created. I created it manually and > set the pw and still no luck > If your Application and MySQL servers are on different boxes check to ensure the MySQL server is listening on the correct IP address AND that you have the firewall open for the MYSQL port (TCP 3306) at least allowed for the application server. M. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

4 4

Customer/Group Mapping
by Roman Gelfand 02 Jul '13

02 Jul '13

While agent/group mapping has a full array of fine-grained of permissions, the customer/group access permission only shows RO or RW. Is there a way to add permissions like change owner, move to queue, etc..? If this is not a proper use in case of customer/group, please, let me know. Thanks in advance

3 3

Is basic ACL debugging possible?
by Bogdan Iosif 02 Jul '13

02 Jul '13

Hi list, Can I configure OTRS to: 1. Write in a log file when Config.pm is reloaded? (Is there any other deterministic way to tell that the file was reloaded?) 2. Write in a log file when ACL parsing fails? -=- The reason I'm asking is due to troubles with my ACLs. I can't determine by myself why they don't work as expected because I haven't found ANY way to see a message from OTRS when ACL parsing fails. I checked the log file (\var\log\otrs.log) and Apache's log files (\logs\error.log). I feel like I'm missing something super obvious. It can't be that ACLs either magically work or they magically don't. Thanks, Bogdan

2 2

Re: [otrs] Help on upgrade to OTRS 3.2.8
by Wielbert Collinson 02 Jul '13

02 Jul '13

Hi, I have tried the solution from Bogdan Iosif on the forum to run (C:\Program Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs < "C:\Program Files (x86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql") and I have received another error message. Please note that if I run C:\Program Files (x86)\OTRS\OTRS\scripts> it doesn't open the sql window. Example if I run C:\Program Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs. It prompts with a n error message that it cannot find the MYSQL file. However, if I run C:\Program Files (x86)\OTRS\mysql\bin>mysql -uroot otrs it opens the MYSQL Window. I have tried the command and below is the error message. C:\Program Files (x86)\OTRS\mysql\bin>mysql -uroot otrs < "C:\Program Files (x86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql".ERROR 1091 (42000) at line 7: Can't DROP 'group_read'; check that column/key exists I have ran the perl update and it gave me the following error message C:\Program Files (x86)\OTRS\mysql\bin>perl DBUpdate-to-3.2.pl Can't open perl script "DBUpdate-to-3.2.pl": No such file or directory Please note that both the command have been executed using C:\Program Files (x86)\OTRS\mysql\bin> and not C:\Program Files (x86)\OTRS\OTRS\scripts> Regards,

2 1

Re: [otrs] otrs print linked tickets
by Carlos Igor Silva 01 Jul '13

01 Jul '13

Hi, there is something i am trying to do on otrs but a just can"t. i want to print all linked ticket like just one!, someone can help me? so if a print a parent ticket i can se the children and their states, so like this i will see where my ticket stopped! > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 58, Issue 1 > To: otrs(a)otrs.org > Date: Mon, 1 Jul 2013 15:52:07 +0000 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: How to add a new field to Agent's profile? (Daniel Santos) > 2. Help on upgrade to OTRS 3.2.8 (Wielbert Collinson) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 01 Jul 2013 11:11:55 -0300 > From: Daniel Santos <daniel.santos(a)etice.ce.gov.br> > Subject: Re: [otrs] How to add a new field to Agent's profile? > To: otrs(a)otrs.org > Message-ID: <51D18E2B.4040300(a)etice.ce.gov.br> > Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" > > Hi Gerald, > > I successfully created the field (XMPPJID) on our agent preferences > screen based on your link. But now I'm stuck trying to retrieve this > value in a Ticket Event module. I've already tried $Param{XMPPJID}, > $Param{Data}->{XMPPJID}, but it doesn't work. > > Daniel Santos > daniel.santos(a)etice.ce.gov.br > ETICE - Empresa de Tecnologia da Informa??o do Cear? > www.etice.ce.gov.br > +55 85 3101.6600 > > On 06/26/13 11:26, Gerald Young wrote: > > http://forums.otterhub.org/viewtopic.php?f=60&t=19936 > > > > > > On Wed, Jun 26, 2013 at 10:13 AM, Daniel Santos > > <daniel.santos(a)etice.ce.gov.br <mailto:daniel.santos@etice.ce.gov.br>> > > wrote: > > > > Hi there. > > > > What's the correct way to add a new field (JabberUID) in the > > Agent's profile so we can configure our Agents to receive > > notifications on email and Jabber? > > > > I'm thinking on setting up a Ticket Event to make it send these > > Jabber notifications when a Ticket reaches its EscalationTime. > > > > Is there any way to create a new ArticleType (I.E: > > xmpp-notification) so I can create an Notification Event and use > > it to notify my Agents via Jabber instead of creating a Ticket Event? > > > > Thanks in advance! > > > > -- > > Daniel Santos > > daniel.santos(a)etice.ce.gov.br <mailto:daniel.santos@etice.ce.gov.br> > > ETICE - Empresa de Tecnologia da Informa??o do Cear? > > www.etice.ce.gov.br <http://www.etice.ce.gov.br> > > +55 85 3101.6600 > > > > --------------------------------------------------------------------- > > 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

Help on upgrade to OTRS 3.2.8
by Wielbert Collinson 01 Jul '13

01 Jul '13

Hi, I have followed the video of Shawn Beasley from Youtube to upgrade from 3.2.6 to 3.2.8. I get a message when i update the database and Perl I get the error message while performing the perl update I get the message " The system cannot find the file specified". C:\Program Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs < C:\Program Files (x 86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql and if i skip the above part i get the below message for PERL upate C:\Program Files (x86)\OTRS\OTRS\scripts>perl DBUpdate-to-3.2.pl Migration started... DBI connect('database=otrs;host=localhost;','otrsadmin',...) failed: Access deni ed for user 'otrsadmin'@'localhost' (using password: YES) at C:/Program Files (x 86)/OTRS/OTRS/Kernel/System/DB.pm line 253 >> Can't write C:/PROGRA~2/OTRS/OTRS/var/log/otrs.log: Permission denied << ERROR: OTRS-DBUpdate-to-3.2-99 Perl: 5.12.3 OS: MSWin32 Time: Mon Jul 1 19:33:5 1 2013 Message: Access denied for user 'otrsadmin'@'localhost' (using password: YES) Traceback (676): Module: Kernel::System::DB::new (OTRS 3.2. Line: 224 Module: main::_CommonObjectsBase (unknown version) Line: 143 Module: DBUpdate-to-3.2.pl (unknown version) Line: 68 Got no DBObject! at C:/Program Files (x86)/OTRS/OTRS/Kernel/System/SysConfig.pm line 101. Step 1 of 10: Refresh configuration cache... C:\Program Files (x86)\OTRS\OTRS\scripts> Regards,

2 1

Core.UI.InitCheckboxSelection is not a function after upgarde to 3.2.8
by mofoe 28 Jun '13

28 Jun '13

Hello list, after upgrading a pretty old otrs instance to 3.2.8 ( i had to go from 2.4.9 -> 3.0.20 -> 3.1.17 -> 3.2.8) i get a message box when ever i select something from the "Tickets" menu. After that i can not click on any buttons on the web page any more. Every thing else seems to work fine. i saw some other people with the same error, but could not find a solution: - http://forums.otterhub.org/viewtopic.php?f=35&t=21065 - http://forums.otterhub.org/viewtopic.php?f=31&t=19553 Any help would be highly appreciated! Thank you very much. With best regards, moe

1 1

Problem upgrading to 3.2.8 on Windows (cause?: old HTTPD binaries in latest installer?)
by Bogdan Iosif 28 Jun '13

28 Jun '13

Hi list, I'm trying to upgrade to 3.2.8, from 3.1.10, on Win 2008 R2 with SP1 and I'm running into an ugly problem that I think is related to the Apache config deployed by OTRS's Windows installer 2.4.8. I used this 3.2.8 package because I made the common sense assumption that its installer is more stable than the latest beta for OTRS's Windows installer 3.0.0. First, I performed a clean install (in a VM where Windows itself was freshly installed) using otrs-3.2.8-win-installer-2.4.8.exe. When it came time to run the web installer I instead switched to following instructions for the upgrade from here: https://github.com/OTRS/otrs/blob/rel-3_2_8/UPGRADING.md =Symptoms= Everything went OK with the upgrade up to, and through, step "12. Restart your services". When I reached step 13 and needed to start using OTRS's admin interface, I discovered the application is unusable because Apache's process crashes very suddenly after a few HTTP requests and OTRS is effectively shutdown afterwards. If I attempt to manually restart the Apache service then it crashes again very soon, following the same pattern. The Event Log contains some cryptic messages like: ==System Log== The Apache2.2 service terminated unexpectedly. ==Application Log== Faulting application name: httpd.exe, version: 2.2.22.0, time stamp: 0x4f242d7a Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000 Exception code: 0xc0000005 Fault offset: 0x753a34c1 Faulting process id: 0x458 Faulting application start time: 0x01ce6cdea9707025 Faulting application path: C:\Program Files (x86)\OTRS\Apache\bin\httpd.exe Faulting module path: unknown Report Id: 3c668618-d8d2-11e2-b6da-000c29f4581a Faulting application name: httpd.exe, version: 2.2.22.0, time stamp: 0x4f242d7a Faulting module name: IPHLPAPI.DLL_unloaded, version: 0.0.0.0, time stamp: 0x4ce7b859 Exception code: 0xc0000005 Fault offset: 0x753a34c1 Faulting process id: 0x6bc Faulting application start time: 0x01ce6cdeb6fa43b4 Faulting application path: C:\Program Files (x86)\OTRS\Apache\bin\httpd.exe Faulting module path: IPHLPAPI.DLL Report Id: 3bfdbf74-d8d2-11e2-b6da-000c29f4581a =My Investigation= The following recent post (in German) describes almost the same exact problem that I have: http://stefan.pachlina.net/index.php?option=com_content&view=article&id=317… Reading through Google Translate, I saw the author pinpointing the root cause to a faulty version of \OTRS\apache\bin\libapr-1.dll. He said the bad version is 1.4.5.0 and recommends instead either 1.3.6.0 or 1.4.6.0. Note that I currently have 1.4.5.0 in production and haven't ran into any problems. Also, I have no idea how the post author identified that DLL to be the problem. The output from "httpd -v" is identical between my prod (3.1.10) and test (3.2.8) envs but after doing a folder comparison I see a lot of differences in files from apache\bin. First, there are a lot of *.DLL and *.SO files that are different and the versions deployed with 3.2.8 seem a lot older (from 2009) than those deployed with 3.1.10 (from 2012). Here is a report (copy/paste in notepad to see it clearly): Name Version Size Modified Name Version Size Modified ------------------------------------------------------------------------------------------------------------------------------- bin 9`108`428 19-Jun-2013 15:52:38 bin 28`155`388 19-Jun-2013 15:50:52 +libaprutil-1.dll 1.4.1.0 192`604 28-Jan-2012 12:15:46 >> +libaprutil-1.dll 1.3.8.0 188`496 06-Jul-2009 23:21:36 +libapr-1.dll 1.4.5.0 139`347 28-Jan-2012 12:11:16 >> +libapr-1.dll 1.3.6.0 135`239 06-Jul-2009 23:21:20 +libapriconv-1.dll 1.2.1.0 36`958 28-Jan-2012 12:11:24 >> +libapriconv-1.dll 1.2.1.0 36`946 06-Jul-2009 23:21:24 +apr_dbd_oracle-1.dll 1.4.1.0 32`868 28-Jan-2012 12:15:54 >> +apr_dbd_oracle-1.dll 1.3.8.0 32`856 06-Jul-2009 23:21:38 +apr_dbd_sqlite3-1.dll 1.4.1.0 28`773 28-Jan-2012 12:15:52 >> +apr_dbd_sqlite3-1.dll 1.3.8.0 28`761 06-Jul-2009 23:21:38 +apr_dbd_pgsql-1.dll 1.4.1.0 28`771 28-Jan-2012 12:15:56 >> +apr_dbd_pgsql-1.dll 1.3.8.0 28`759 06-Jul-2009 23:21:38 +apr_dbd_mysql-1.dll 1.4.1.0 28`771 28-Jan-2012 12:15:58 >> +apr_dbd_mysql-1.dll 1.3.8.0 28`759 06-Jul-2009 23:21:38 +apr_dbd_odbc-1.dll 28`770 28-Jan-2012 12:15:50 >> +apr_dbd_odbc-1.dll 28`758 06-Jul-2009 23:21:38 \apr_ldap-1.dll 1.4.1.0 24`671 28-Jan-2012 12:15:50 >> \apr_ldap-1.dll 1.3.8.0 24`659 06-Jul-2009 23:21:36 ------------------------------------------------------------------------------------------------------------------------------- There are more differences, amongst which the most notable are a lot of *.SO files in \apache\bin\iconv that are even older (from 2008). Last but not least, there are a lot of *.PDB files sprinkled through \bin subfolders. =Bottom Line= I don't know what to make out of this difference in DLL versions. It seems the installer's author started to use older versions on purpose but I don't know why. Can someone make sense of this problem or at least provide me with some info about a 3.2.x release whose Windows installer works on Windows 2008 R2? /bogdan

3 12

New Ticket create not working table format
by KalyanaChakravarthy MP 28 Jun '13

28 Jun '13

Hi , Customer view or agent view create and update ticket text area option table and number list showing fine. But after sending or submit ticket it showing only plain text and number list displaying "-". How to change plan text to rich text. I am trying changes 1. PostmasterAutoHTML2Text --no 2. Frontend::RichText --- yes But not working anyone help me. Regards, Kalyana chakravarthy M .P, Sr software Engineer.

1 0

Fatal Error user 'otrs' '@' '10.3.0.56' acess denied (using password: yes) windows installer
by Ryan Jones 27 Jun '13

27 Jun '13

Hey folks, I just ran the windows installer for otrs it was able to connect to my db server just fine and created the table and the user and give me all green after that step of the installation is complete. however on the next page it throws the error in my subject line.. any guidance on this ? Please don't suggest *nix because it's not an option for this installation.. thanks -- Ryan Jones Net Ops rjones(a)aereo.com Mobile: 1-347-948-9238 Office: *1-646-843-0365*

2 8

Not working tables and colors ticket view
by KalyanaChakravarthy MP 27 Jun '13

27 Jun '13

Hi Ticket note option text editor show all table option and color. But after submit ticket overview not showing any table and color all plain text display. Anyone know how to enable table and color ticket views. Example: Name User name Password Result view showing like below, Name Username password Thank you Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1

customer info shows as none in ticket view
by Darshak Modi 27 Jun '13

27 Jun '13

Hi, I am trying to enable customer information in ticket zoom view, but it shows as none. Where should I check ? Thanks Darshak

2 3

text area number and bulleted list not working
by KalyanaChakravarthy MP 26 Jun '13

26 Jun '13

HI setting is in Framework -> Core::Web -> Frontend::RichText ,active but still number and bulleted list not working it showing like - - test -tes2 Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1

Add grid columns to CustomerTicketOverview, AgentTicketZoom, etc.
by Bogdan Iosif 26 Jun '13

26 Jun '13

Hi, I run OTRS 3.1.10 and would like to add a column to CustomerTicketOverview. I looked at SysConfig but wasn't able to find any support to customize anything in CustomerTicketOverview. Web search yielded the following relevant hits: * http://lists.otrs.org/pipermail/otrs/2012-August/038407.html # customizing grid from CustomerTicketOverview * http://forums.otterhub.org/viewtopic.php?f=60&t=5156 # customizing grids from agent dashboard and AgentTicketZoom Both solutions involve modifications to .DTL and, possibly, .PM files. Thus, they need to be maintained across OTRS version upgrades and require dev-level involvement. QUESTION 1: Is there an easier way to customize those grids? QUESTION 2: Did anything change in v3.2 to ease these customizations? (A post from@Mike_B on the forum thread gave me some hope in this direction) Thanks, /bogdan

3 15

Connecting with Android (MegaTicket) generates "Need User, Object and Method!" error
by Walter Moore 26 Jun '13

26 Jun '13

I'm sure I'm treading a well-worn path here, but I've just upgraded to otrs-3.2.8 and I am trying to connect with an android device. I'm getting the -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/json.pl error shown below. Where can I start to track this problem down? [Fri Jun 21 09:52:48 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/json.pl line 121. ERROR: OTRS-iPhoneHandle-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 09:52:48 2013 Message: Need User, Object and Method! RemoteAddress: 216.146.190.180 RequestURI: /otrs/json.pl Traceback (8686): Module: Core::Dispatch (unknown version) Line: 133 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_json_2epl::handler (unknown version) Line: 61 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

1 1

Ticket::Frontend::Overview::PreviewArticleTypeExpanded
by Bogdan Iosif 26 Jun '13

26 Jun '13

Hi list, Does anyone know where I can see the effect of this configuration? Configuration: Ticket::Frontend::Overview::PreviewArticleTypeExpanded Help text: Defines wich article type should be expanded when entering the overview. If nothing defined, latest article will be expanded. Thanks, Bogdan

2 2

Free additional module: ConfigureCallHome for OTRS 3.1 and 3.2
by Anna Brakoniecka 26 Jun '13

26 Jun '13

Hello, you can download our free additional OTRS module ConfigureCallHome for OTRS 3.1 and 3.2 http://www.cape-it.de/free-otrs-community-additional-modules.html or at OPAR http://opar.perl-services.de It disables the unrequested automatic communication of installed packages and other system details to OTRS AG (can be enabled by configuration) and it sends notification to an email-adress you fill. If you don't fill anything, then there will be no notification sent to anyone. You have the freedom of choice whether if and to which URL a package verification and report is sent. Unwanted installation reports won't be sent anymore. Discussion about the verify policy of OTRS AG can be found online at: http://forums.otterhub.org/viewtopic.php?f=53&t=20657&p=83137#p83137 Kind regards, Anna Brakoniecka * * * * * * * * * * * * ** KIX4OTRS 5.0 für OTRS 3.2 - Upgrade now! ** * * * * * * * * * * * * Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

1 0

Problems with the JS-Cache after Upgrading OTRS from 3.1 to 3.2
by Jan Schmidt 26 Jun '13

26 Jun '13

Hi everybody, I have updated our OTRS-Instance from Version 3.1.12 to 3.2.8. During the process everything worked well and no error message occured. (For example at the DB-Update). But now, when I try to login, there is a page without any CSS telling me: "Browser Warning The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information." When I have a look at the Apache Error-Log it says: [Tue Jun 25 20:30:04 2013] [error] [client 77.3.207.5] File does not exist: /var/www/otrs/otrs_system/var/httpd/htdocs/js/js-cache/ModuleJS_a6a93f7607ba5a1a6b5d9d94dc262109.js, referer: http://otrs.rockyourlife.de/otrs/index.pl It looks like the javascript cache somehow is not working. The Webserver-user has the rights to create files in this directory. Has anyone experienced the same problems? Does anyone has an idea to solve this problem? It's a Debian system with Apache as webserver. And i followd exactly the UPGRADING file. Another freshly installed otrs 3.2.8-Instance is running well, so i guess it's no lock of Perl-Module or similiar. Thanks in advance, Regards Jan

1 1

fully-qualified hostname issue
by Jason Marshall 25 Jun '13

25 Jun '13

Hi All I am running OTRS version 3.2.2 on Ubuntu 12.04 Server. I have an issue with mails going out to some client. I suspect their mailers are doing a DNS lookup or verifying for a valid or FSDN from/return address. When I mail the clients from my own mail client (outlook or thunderbird) it works fine. When I respond to the client from OTRS the mails are rejected by the remote mailer. See error below: ---------------------------------------------------------------------------- -------------------------------- <ettiene.vanderwatt(a)axis.com <mailto:ettiene.vanderwatt@axis.com> >: host anubis.se.axis.com[195.60.68.12] said: 504 5.5.2 <Ubuntu-OTRS>: Helo command rejected: need fully-qualified hostname (in reply to RCPT TO command) ---------------------------------------------------------------------------- ------------------------------ I tried changing the actual Ubuntu host name to a FQDN but it still does not work. I tried looked in the admin - framework settings for any way of sending mails out with ha FSQN but I cannot find any settings there. Our mailer has a valid MX record, so I am not sure where to start looking. If any person can direct me in the right direction I would highly appreciate it. Kind Regards Jason

3 5

SurveyModule Frontend Fatal Error
by Walter Moore 25 Jun '13

25 Jun '13

We've just upgraded to otrs-3.2.8 and we're trying, once again, to make the survey module work. When I close a ticket in a queue with a survey, the message is generated successfully and sent to the customer. When they click on it, however, they see the error page pasted below. Does this module actually work, in theory? What can I do to debug this error? Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..] Please contact your administrator. You can Send a bugreport or go back to the previous page<https://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKe…> . <https://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKe…> Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21 10:03:49 2013 Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm not found! RemoteAddress: 216.146.171.10 RequestURI: /otrs/ public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS 3.2.8) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module: ModPerl::RegistryCooker::run (v1.25) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

3 10

system fields on different views
by Neil Simpson 25 Jun '13

25 Jun '13

Hello, We would like to add otrs system fields to another view but i dont see how to do this easily. The "priority" option allows you to set the "type" and "service" for a ticket. I would like those two fields to be available on the "change Queue" view (AgentTicketMove file). There not custom dynamic fields but system fields. How does one go about adding them? thank you Neil

2 5

text area number and bulleted list not working
by KalyanaChakravarthy MP 25 Jun '13

25 Jun '13

Hi Rich Text mode how enable in otrs. Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1

Sharepoint integration possibilities?
by Marty Hillman 25 Jun '13

25 Jun '13

Has anyone tried integrating OTRS within SharePoint? I have LDAP authentication configured for my OTRS dev environment and everything works great. We would like to be able to plug OTRS into webparts so that users have a single site on the intranet to go to. It would be nice if it passed along an authentication token through the webpart to OTRS so the user does not have to log in a second time. Thanks in advance for any pointers. Marty Hillman, IT Manager of Network Architecture [cid:image001.png@01CE70D2.F2AF2250] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | M 612.412.1098 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

2 1

text area number and bulleted list not working
by KalyanaChakravarthy MP 24 Jun '13

24 Jun '13

Hi all Ticket Note text area number and bulleted list not working . Exmple: 1. Test 2. Test2 3. Test3 But ticket view showing - Test - Tset2 - Test3 Same way bulleted list also showing '-' anybody know how to added number and bullete list works Regards, Kalyana chakravarthy M .P,

2 1

customer auto reply stop
by KalyanaChakravarthy MP 24 Jun '13

24 Jun '13

Hi All, OTRS notification system sending customer notification and customer also replying email ticket update is fine. Customer some time set as auto reply like I am out office like some other auto reply . this type auto reply how stop anybody let know Postmaster filter option I set subject out of office filter and hear set OTRS ignore - yes it is working fine, Anybody help other way stop the auto reply mails. Thank you, Regards, Kalyana chakravarthy M .P,

2 1

Spellchecker failure
by Arnold Ligtvoet 20 Jun '13

20 Jun '13

Hi, I've recently moved an OTRS install from Windows to Linux. One of the nice to have features that we were supposed to gain in the spellchecker. The company is IExplorer only, so the inline spellchecking in Firefox and Chrome are a nogo. Installed everything and spellchecker is working fine except for characters like é and ï. Then the whole spellcheck page fails. Anybody else had this problem? Arnold.

1 0

Automatically assign owner on first response
by Mihai Oprea 20 Jun '13

20 Jun '13

Hello, I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things. But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket. Let me make it clear: - Someone send an email on OTRS' address - A new ticket is created - An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered - Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner. So please give me an advice on how can I do that or something similar if you've already done this. Thank you and I hope I was clear enough. Have a good day! ---- Mihai Oprea mihai.oprea(a)sphs.ro<mailto:mihai.oprea@sphs.ro>

4 10

Tickets not shown in dashboard for restricted agents
by Mihai Oprea 19 Jun '13

19 Jun '13

Hello again and thank you for your support. I have another thing that I cannot figure out. In my agent/group definition some of the agents (which I call supervisors) have all the rights for a certain queue and some other agent (normal ones) that have only certain rights like: RO, MOVE_INTO, CREATE, NOTE, OWNER. Well the “sueprvisors” can view the opened or new tickets in dashboard, just as it should, BUT other agents that have the above rights can’t view anything in dashboard, they can only see their tickets in “tickets>status view”, even though the tickets are in the same queue and have the owner the respective “normal” agent. Can you provide me an idea. Have a good day! ---- Mihai Oprea mihai.oprea(a)sphs.ro<mailto:mihai.oprea@sphs.ro>

2 3

Upgrade from 3.2.2 to a new instaled 3.2.7
by Claudio M. 18 Jun '13

18 Jun '13

Hi I had a 3.2.2 installed on a Opensuse by RPM. Now i've installed on a fresh server 3.2.7 from source, I've copied the DB with a new name and copied the Defaults.pm to the new installation. I've launched bin/otrs.RebuildConfig.pl and checked the permissions but whhen i reply to a ticket otrs reply me with Need ArticleType or ArticleTypeID! Backend ERROR: OTRS-CGI-01 Perl: 5.16.2 OS: linux Time: Wed Jun 12 14:35:11 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: 192.168.1.2 RequestURI: /otrs/index.pl Traceback (3533): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.7) Line: 2022 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.7) Line: 763 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.7) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::shared_opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) 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 Where did I go wrong? Best regards

1 1

Lenght of "System Log"
by Ralf Hildebrandt 18 Jun '13

18 Jun '13

Is the lenght of the "system Log" (/otrs/index.pl?Action=AdminLog) limited? Is there a way of looking at old entries? -- 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

Agent e-mail lookup when composing articles?
by Luca Maranzano 14 Jun '13

14 Jun '13

Hello all, when composing articles there is a nice autocompletion feature which autocompletes e-mail addresses looking up from the Customer database. Is there a way to enable lookup *also* from the Agent list database? It shoudl be very helpful. Thanks in advance. Best regards, Luca

2 2

Link CI in Create Ticket
by Esteban Monge 13 Jun '13

13 Jun '13

Hello: I want know if is possible to enable one Link CI dropdown or autocomplete from Create Email Ticket or Create Phone Ticket. Thanks

1 0

Fwd: Hide Name, Incident State and Deployment State in Config Item definition
by Bruno Galindro da Costa 13 Jun '13

13 Jun '13

Is it possible to hide Name, Incident State and Deployment State in Config Item definition? These fields are created in each class that I wrote even if they are not declared. I've a special case that I must hide at least the Name field. -- Att. Bruno Galindro da Costa

1 0

new process ticket to customer
by Evan Lynd 12 Jun '13

12 Jun '13

Hello all, I'm new here and need your help.. I've created a new process in the 'Process Management' with many flows and it's working fine. I have a question.. How can I give permissions/configure this process to the 'Customer Interface'? OR How can I give permissions to users from ldap to access this menu option in the 'Agent Interface'? Thank you very much.

3 2

Restoring deleted tickets
by Ralf Hildebrandt 12 Jun '13

12 Jun '13

I found deleted tickets in a two month old backup. mysql-wise, how can I export the tickets from this backup and import them into the current db? Is there a script for that? E.g. export_ticket_dump ticketnumber and import_ticket_dump? -- 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

1 0

Problem upgrading to OTRS 3.2.7
by Fabio.Grasso＠itatis.net 12 Jun '13

12 Jun '13

Hello all, I'm new on this list and I ask sorry in advice if this is an already taken question. I've updated my OTRS from 3.1 to 3.2, all the upgrade task works fine except for the DB update that give me this errors: ERROR 1091 (42000) at line 7: Can't DROP 'group_read'; check that column/key exists ERROR 1091 (42000) at line 11: Can't DROP 'group_write'; check that column/key exists ERROR 1091 (42000) at line 15: Can't DROP 'other_read'; check that column/key exists ERROR 1091 (42000) at line 19: Can't DROP 'other_write'; check that column/key exists ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists ERROR 1091 (42000) at line 24: Can't DROP 'ticket_answered'; check that column/key exists ERROR 1091 (42000) at line 29: Can't DROP 'group_id'; check that column/key exists ERROR 1050 (42S01) at line 34: Table 'pm_process' already exists ERROR 1050 (42S01) at line 51: Table 'pm_activity' already exists ERROR 1050 (42S01) at line 66: Table 'pm_activity_dialog' already exists ERROR 1050 (42S01) at line 81: Table 'pm_transition' already exists ERROR 1050 (42S01) at line 96: Table 'pm_transition_action' already exists ERROR 1050 (42S01) at line 111: Table 'pm_entity' already exists ERROR 1050 (42S01) at line 118: Table 'pm_entity_sync' already exists ERROR 1060 (42S21) at line 129: Duplicate column name 'internal_field' ERROR 1062 (23000) at line 135: Duplicate entry 'ProcessManagementProcessID' for key 'dynamic_field_name' ERROR 1062 (23000) at line 141: Duplicate entry 'ProcessManagementActivityID' for key 'dynamic_field_name' ERROR 1005 (HY000) at line 158: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 159: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 160: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 161: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 162: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 163: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 164: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 165: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 166: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 167: Can't create table 'otrs.#sql-38f_f1' (errno: 121) At the actual state I can login to my OTRS, I can see the old ticket and close them and also open a new ticket manually. But all the ticket received by mail are deleted from my POP3 account but not appears in the OTRS queues. Have you any idea on how I can fix it? Thanks a lot Fabio

3 2

Notify Users
by Kaushal Shriyan 12 Jun '13

12 Jun '13

Hi, I am running OTRS version 3.2.7 on CentOS 6.4. Can someone please help me understand about http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_clo… I am not sure i understand it how to implement. Regards, Kaushal

2 1

Restriction to SwitchToUser
by Jocielma Rocha 11 Jun '13

11 Jun '13

hello, this is my doubt: I wish there was a manager to OTRS with permission to manage users, including use SwitchToUser. For this I created a group called G_MANAGE and I added it in Frontend :: Module # # # AdminUser in Framework-> Frontend :: Admin :: ModuleRegistration. The SwitchToUser is enabled. Alright here! The problem is that I would want that a G_MANAGER group user can't "become" a member of the admin group using SwitchToUser. What do I do to add this restriction? Thanks, Jocielma Monteiro

1 0

Work order questions
by Adam Moffett 11 Jun '13

11 Jun '13

I was messing around with scheduling work orders. Am I correct that there can be no direct connection between work orders and tickets? I think the order of operations I'd be looking for is something like: Trouble report from customer -> create new ticket -> remote troubleshooting -> schedule service call -> field tech rolls out and makes repair -> update and close ticket. It seems like there's not any connection between the ticket and the work order though. I'm also very unclear on the purpose and meaning of "Changes". What is a change supposed to represent, and why would I want one before making a work order? Wouldn't you want to just attach a work order to a ticket? I think there is something fundamental about OTRS that I don't understand.

1 0

Error: Need CustomerID
by Adam Moffett 11 Jun '13

11 Jun '13

OK, it's pretty clear that I did something wrong in setting up the externalDB. I pretty much pasted the example from the admin guide into Config.pm and edited it. It's at least partially working because I can see the customers and create tickets for them. In addition to the weird thing that happens when creating tickets (which I posted about separately), I also get an error when I load customer.pl. I pasted it below. I must be overlooking something fundamental. Error: Need CustomerID!!! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Jun 7 14:28:22 2013 Message: Need CustomerID!!! Traceback (1654): Module: Kernel::Output::HTML::Layout::CustomerError (v1.381.2.10) Line: 3653 Module: Kernel::Modules::CustomerTicketOverview::Run (v1.4.2.1) Line: 68 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 998 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.44) Line: 204 Module: ModPerl::RegistryCooker::run (v1.44) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

2 2

Getting issue while installin on linux
by Jignesh Kakka (jkakka) 11 Jun '13

11 Jun '13

Hi , I have installed perl and all other required dependencies for otrs. I ran otrs.chechmodules.pl also to check if something is missing Somehow while starting httpd/apache I get this error Can't locate version.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/otrs/Kernel/cpan-lib/IO/Interactive.pm line 3.\nBEGIN failed--compilation aborted at /opt/otrs/Kernel/cpan-lib/IO/Interactive.pm line 3.\nCompilation failed in require at /opt/otrs//Kernel/System/Encode.pm line 17.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Encode.pm line 17.\nCompilation failed in require at /opt/otrs//Kernel/System/Log.pm line 15.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Log.pm line 15.\nCompilation failed in require at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 19.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 19.\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 [Tue Jun 11 15:58:08 2013] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server Thanks, Jignesh

1 0

Preventing ticket close on specific ticket type
by Stephan Lang 11 Jun '13

11 Jun '13

Hello, I've created different ticket types and edited the customer ticket creation template to open all new tickets as a specific type. Now I'd like to prevent agents to close tickets with this initial ticket type. Does anyone know a config setting or work around for this? I'm using OTRS 3.0 without ITSM. Thanks a lot. Mit freundlichen Grüßen i.A. Stephan Lang [interzum cologne May 13 - 16, 2013. Besuchen Sie uns auf unserem Stand: Halle 5.2 Gang F Nr. 021/029. Visit us at our booth: Hall 5.2 aisle F no. 021/029] <http://bockonline.de/hp1777/interzum-2013.htm> ________________________________ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nürnberg, HRA 11 240 pers. haft. Geschäftsführer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nürnberg, HRB 93 10 Geschäftsführer: Harald Meyer, Andreas Großhauser, Thomas Landgraf Diese E-Mail enthält möglicherweise vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. 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 material in this email is strictly forbidden.

2 3

Backup and Restore pearl script - success? failure?
by Paul Simons 10 Jun '13

10 Jun '13

Has anybody successfully used the 'backup.pl' and 'restore.pl'? If so what preparation did you do before running the scripts? - new PostgreSQL database? - from template 0? - load schema before - create user, role? - etc The documentation is a little light on the preceding steps Regard ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

2 3

unable to create ticket from customer.pl
by Darshak Modi 10 Jun '13

10 Jun '13

1 0

clear text user password in external backend
by Adam Moffett 10 Jun '13

10 Jun '13

I have an existing billing system where the user's passwords happen to be stored in MSSQL in plain text. This is an existing system written by another company and I am not at liberty to change it. Is there any way to configure OTRS to use an external backend with plain text passwords? I saw an old thread on the topic in the archives and the answer a few years ago was "No"...any chance that's changed?

5 5

Modification Body-Field
by S.Krueger＠aswo.com 10 Jun '13

10 Jun '13

Hi ! after updating to version 3.2.5 the body field is no longer changeable. That means you can change it by drag it out. But you cannot change the width of the field. That´s unpractical for enter datas. Is this a bug or a feature in version 3.2.5 ;-) Best regards, Stefanie Krüger

1 0

Dynamic Fields date and time based SLA solution time
by KalyanaChakravarthy MP 10 Jun '13

10 Jun '13

HI All, Dynamic Fields date and time created as Estimated Resolution Time . I am using SLA Escalation - first response time but not using Escalation - solution time. I want use "Estimated Resolution Time" (Dynamic Fields date and time ) as "Escalation - solution time". If any ticket reach Estimated Resolution Time means ticket solution time Escalated. Example: Ticket first response time : 30min Estimated Resolution Time" (Dynamic Fields date and time ): some date xx/xx/xxxx 60min How to use Dynamic Fields date and time as Escalation - solution time:????? Thank you, Regards, Kalyana chakravarthy M .P,

1 0

NotificationSenderEmail and ticket closure issues
by Kaushal Shriyan 10 Jun '13

10 Jun '13

Hi, As per http://www.techmajha.com/2011/03/16/how-to-change-the-otrs-notification-mas… can i modify NotificationSenderEmail to the queue group emailid. Also when any agent closes the ticket, the customer does not get any notification or any emails from OTRS system about the ticket being closed. Any clue? Please let me know if you need any additional information. Regards, Kaushal

2 3

Customer Company Search case sensitive in Customer Information Center
by Finetti, Stefano 08 Jun '13

08 Jun '13

Greetings to all. Since the upgrade to 3.2.7, I've noticed that customer search in Customer Information Center (The AJAX modal window), has become case sensitive on the first row (CustomerID/Customer Company Name), while it is still case insensitive on the second row (Customer Name). I don't know where i can revert the first row to be case insensitive again, since the Key CaseSensitive => 0 (or 1) works only for the second Row (which is for CustomerUser keys and not for CustomerCompany keys in Config.pm). Sorry for my bad english but i'm having some difficulties in explaining this problem properly... -- *Lynx International Srl* *Stefano Finetti* *Senior System Consultant* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* * * -- 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.

1 1

Ticket Access Restrictions
by Roman Gelfand 07 Jun '13

07 Jun '13

Two customers, customer a and b, belong to the same company. It appears that customer b could reply to customer a's ticket. How can't I restrict customer b's access to customer a's tickets to read only? Also, is there block a customer from changing ticket state (ie.. open, closed successful, closed unsuccessful) Thanks in advance

1 0

customer external backend
by Jocielma Rocha 07 Jun '13

07 Jun '13

Hello, I have two otrs systems installed at my work for different departments. The customers to both are the same. I'd like use the same tables of customers to both systems. So, I have all required values at the database for the first system and I put at the file Config.pm on the second system the following values: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'customer_user'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw'; $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:Oracle:sid=sid_DB_the_first_system;host=Host_DB_the_first_system;port=1521;"; $Self->{'Customer::AuthModule::DB::User'} = "DBUser_the_first_system"; $Self->{'Customer::AuthModule::DB::Password'} = "DBUserPassword_the_first_system"; It doesn't work! Can't I use external backend so? Any another idea to I don't need replicating the customers and I manage them on the same system? thanks, Jocielma Monteiro

2 2

change owner of ticket, dont send an email
by Simon Allison 07 Jun '13

07 Jun '13

Hi I setup a notification to send an email, whenever there was a new ticket into a queue, but when they create a phone ticket and set owner, it sends an email - but I don't want it to do this if the owner is set, if it was a new ticket without an owner then send email would be better. How would I change it to do that? en::Agent::NewTicket Simon Allison ********************************************************************** 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. **********************************************************************

3 6

New ticket. From customer vs Options: [customer]
by Adam Moffett 07 Jun '13

07 Jun '13

When I create a new ticket in OTRS (Tickets -> New Phone Ticket) the form seems to have two different places to select a customer. One is an edit box labeled "From Customer:" where I can start typing a customer's name or email address and it starts showing me options I can pick from. The other is an HTML link titled "[customer]" next to a label that says "Options:". The link brings up a popup window where I can search for customers and click on one. If I use "From Customer" to choose the customer and then click "Submit", I get an alert that says "One or more errors occurred" and then red text under the customer entry that says "Please remove this entry and enter a new one with the correct value." If I add the same customer using the "Options: [customer]" link it works fine. One difference I see is the "From customer:" edit box seems to use the form '"name" <email>' whereas using "Options: [customer]" just puts in the email address only. I setup OTRS with an external backend, and it's quite possible I did something foolish. Just wondering if somebody already bumped into something like this and can point me towards a reason for this.

1 0

Customer Access Restrictions
by Roman Gelfand 06 Jun '13

06 Jun '13

Consider a company that uses otrs for it's helpdesk application for internal purposes. It's employees create trouble tickets. What would be a correct approach for this? Do I create a single customer and employees as customer users? If so, how do I prevent customer users from updating the other tickets? or Do I create a separate customer for each user? Thanks in advance

2 1

Ticket State Change
by Roman Gelfand 06 Jun '13

06 Jun '13

Outside of creating a ticket, I would like prevent a customer from changing ticket state. How do I do that? Thanks in advance

1 1

Restore - which password is required?
by Paul Simons 06 Jun '13

06 Jun '13

Hello All, Trying to restore an OTRS backup. Using supplied .pl scripts for both procedures. The 'restore' asks for a password, which one do I supply? Regards ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

2 3

Ticket Creation
by Roman Gelfand 06 Jun '13

06 Jun '13

I am using otrs version 2.4 When logging in as agent, I can't seem to find a way to add a ticket. Is that by design? If not, could you let me know how to do this. Thanks in advance

2 2

Negative Value of SLA Time cause hanging for otrs system
by Yousef Hamad 06 Jun '13

06 Jun '13

Hi all, When SLA time reached at negative value(-) and I want to change the state to pending from pending tab , it hang and loading so long time, why?. Thanks, Yousef Hamad Technical Support EN Mob +962 799372852 [Description: Description: cid:image001.png@01CB97B5.0EAD1510] _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

1 0

Links not clickable in the email body for otrs 3.1.11
by Alvaro Cordero 05 Jun '13

05 Jun '13

Hello All, we have OTRS 3.1.11 running under CentOS. We have been running System Monitoring Module to get Alerts from Nagios System and that part works just fine, but as part of the alert we are sending links to the resources in Nagios, but with Chrome and Firefox we can't direct click on those links, if we right click and select open link in new window (or tab) it will work just fine. Chrome Version 27 and Firefox Version 21 With IE8 it works perfect. We've check settings and nothing seems to manage this. Any clues. Regards -- ___________________________ 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

Multiple Service Types
by Roman Gelfand 05 Jun '13

05 Jun '13

I was wondering if someone could suggest the accepted approach(es) for handling the following scenario... A company has help desk department that supports only it's employees. There are three categories of support tickets (ie hardware, software, other). Each category should have it's own queue. Each queue to be handled and managed by specific agents/agent groups. I am not clear on... Do I setup separate customer for each category? or is there a way to specify category on the ticket? If later how do I tie category to a queue? and how do I assign agents to handle specific queue? etc... Any help is greatly appreciated Thanks in advance

2 1

customer new ticket creation how to add CC and BCC email option
by KalyanaChakravarthy MP 04 Jun '13

04 Jun '13

Hi Customer portal new ticket creation how to add CC email option. Currently agent email ticket creation having CC and BCC same way customer view new ticket creation CC , BCC option need . anybody help me. Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1

set category in ticket
by Stefano Ricci 04 Jun '13

04 Jun '13

hi, i use otrs helpdesk, and i have the possibility to add a ticket in a particular category. i read around that is possible to use the combo of Services/Types to do this. in fact: Category (Type) - Subcategory (Service) how i can implement this solution? -- *Stefano Ricci* ICT Consultant mobile: (+39) 340 07 56 067 email: stefano.ricci(a)riccimatic.com <mailto:stefano.ricci@riccimatic.com> skype: riccimatic web site: http://www.riccimatic.com PIVA: IT 07400870965 *Privacy* In ottemperanza al decreto legislativo del 30 giugno 2003 n 196, le fornisco alcune informazioni circa l'utilizzo dei suoi dati personali, i quali provengono da sua comunicazione spontanea nei miei confronti, da precedenti contatti, da fonti di pubblico dominio. I suoi dati saranno trattati esclusivamente al fine di soddisfare le sue esigenze. Senza il loro trattamento, cui lei consente automaticamente proseguendo nell'interscambio informativo, l'unica conseguenza sarà che tali finalità non potranno essere realizzate. Il trattamento sarà realizzato mediante strumenti informatici e telematici. Tali dati non saranno comunicati o accessibili a terzi, salvo i casi previsti dalla legge, inoltre le sono riconosciuti i diritti di cui all'articolo 7 del decreto legislativo 196/2003. La prego di non procedere alla comunicazione dei suoi dati sensibili, ossia i dati idonei a rilevare l'origine razziale ed etnica, le convinzioni religiose, filosofiche o di altro genere, le opinioni politiche, l'adesione a partiti, sindacati, associazioni o organizzazioni a carattere religioso, filosofico, politico o sindacale, nonché idonei a rilevare lo stato di salute e la vita sessuale, in quanto per questi dati non detengo l'autorizzazione necessaria al trattamento, ai sensi del 196/2003. Inoltre questo messaggio di posta elettronica contiene informazioni di carattere confidenziale rivolte esclusivamente al destinatario sopra indicato, e tutelate dal 196/2003. Ne è vietato l'uso, la diffusione, distribuzione o riproduzione da parte di ogni altra persona. Nel caso aveste ricevuto questo messaggio di posta elettronica per errore, siete pregati di segnalarlo immediatamente al mittente e distruggere quanto ricevuto senza farne copia. Qualsivoglia utilizzo non autorizzato del contenuto di questo messaggio costituisce violazione dell'obbligo di non prendere cognizione della corrispondenza tra altri soggetti, salvo più grave illecito, ed espone il responsabile alle relative conseguenze. *La legge che governa l'interscambio informativo tra lei e me è quella italiana, mentre il foro competente è esclusivamente quello di Milano. Nel caso lei risieda in uno stato differente dovrà verificare in autonomia e sotto la sua responsabilità che le norme locali non siano in contrasto con quelle italiane.*

2 2

Usage of statistics module
by Finetti, Stefano 04 Jun '13

04 Jun '13

Hello, I was wondering if it's possible to create a statistic that shows only new tickets opened via email. I'm able, at the moment, only to produce a report with all new tickets for a given period of time, without knowing if they have been opened after a phone call or after an email to our system address... thanks all -- *Lynx International Srl* *Stefano Finetti* *Senior System Consultant* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* * * -- 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.

1 0

process management
by Evan Lynd 03 Jun '13

03 Jun '13

Hello all, I'm new here and need your help.. I've created a new process in the 'Process Management' with many flows and it's working fine. I have a question.. How can I give permissions/configure this process to the 'Customer Interface'? OR How can I give permissions to users from ldap to access this menu option in the 'Agent Interface'? Thank you very much. Lynd

1 0

Installation documentation somewhat bias away from PostgreSQL
by Paul Simons 03 Jun '13

03 Jun '13

Hello I am trying to install OTRS over PostgreSQL, over CentOS. The documentation (although extremely good) is not a lot of help in my case . The emphasis is squarely on MySQL and the 'installer.pl' WEB GUI which 'only works with MySQL' :-( All other configurations are consigned to rather brief footnotes. Is there someone who has installed this variant and is willing to post a step-by-step guide? Specifically I am have trouble with 'otrs' user access permissions on start up. Regards ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

3 5

OTRS on iPad Safari (Chrome)
by Jan Řežab 03 Jun '13

03 Jun '13

Hi all. I have problem with OTRS 3.2.2 in agent interface on iPad (iPhone) with Safari (and Chrome too). When I click on empty answer, Safari (Chrome too) freeze. I don't have any idea how debuge it. Can you help me? Thanks in advance Jan

4 3

James Crawford 5968 is out of the office.
by james.crawford.5968＠northumbria.pnn.police.uk 01 Jun '13

01 Jun '13

I will be out of the office starting 31/05/2013 and will not return until 10/06/2013. I will respond to your message when I return. If your email relates to the RDA Project, please contact Martin Ibbotson (5271) on x49403. If your email is urgent, please contact the ICT Helpline on x69966 (01661 869966) or Stu Solan (9153) x49350 (0191 2956850). NORTHUMBRIA POLICE PRIVACY AND CONFIDENTIALITY NOTICE The information contained in this message and any attachment(s) is confidential and intended only for the attention of the named organisation or individual to whom it is addressed. The message may contain information that is covered by legal, professional or other privilege. No mistake in transmission is intended to waive or compromise any such privilege. This message has been sent over public networks and the sender cannot be held responsible for its integrity. If you are not the intended recipient be aware that any disclosure, copying, distribution or action taken in reliance of the information contained herein is strictly prohibited, and is contrary to the provisions of the Copyright Designs and Patents Act, 1988 and of the Data Protection Act, 1998. Any views expressed are those of the sender and, unless specifically stated, do not necessarily represent the view of Northumbria Police. We cannot accept any liability for any loss or damage sustained as a result of software viruses. It is your responsibility to carry out such virus checking as is necessary. If you have received this message in error, please notify the sender by e-mail at once and delete the message immediately. For more information about Northumbria Police please visit our website - http://www.northumbria.police.uk

1 0

Append Messages to a OTRS ticket with subject line intact
by Kaushal Shriyan 31 May '13

31 May '13

Hi, I am running OTRS version 3.2.7 on CentOS Linux Version 6.4. Is there a way to append conversation in OTRS whenever any end customer replies to the specific ticket keeping the subject line intact( also includes ticket #)? Regards, Kaushal

4 6

new process ticket to customer
by Evan Lynd 31 May '13

31 May '13

Hello all, I'm new here and need your help.. I've created a new process in the 'Process Management' with many flows and it's working fine. I have a question.. How can I give permissions/configure this process to the 'Customer Interface'? OR How can I give permissions to users from ldap to access this menu option in the 'Agent Interface'? Thank you very much. Evan

1 0

CMDB Integer
by Jan Řežab 29 May '13

29 May '13

Hi. I need use integer in CMDB. I changed definition of computer item and add this: { Key => 'RAM', Name => RAM (GB)', Input => { Type => 'Integer', }, }, This make dropdown menu. But show only value 1. How can I add min and max value for integer? Thanks in advanced. Honza

2 3

Hyperlinks dead? (javascript enabler)
by Martin Hochreiter 29 May '13

29 May '13

Hi! In the latest OTRS version - with the latest firefox - we cant click on html links any more. There is simply nothing happening when you do a left-mouse click on a link in a document. If you use [CTRL] - left mouse (or right click and "open in new tab") than its working. I have seen a click event - preventer section in the head of the sourcecode of the page, may It be, that enabling the javascript after page loading is not working any more with the latest firefox? Regards Martin

2 3

Problem with Services (Type, Criticality) after 3.2.7 upgrade
by BIRO Zoltan 29 May '13

29 May '13

Dear All, After I upgraded our OTRS 3.1.x to 3.2.7. I have noticed that I am unable to change the Priority from OTRS tickets, it remains 2 - low Also the Impact filed is not there when I create a ticket. I compare the Service Management on our 3.2.7 live and 3.2.6 test (with ITSM_3.2.5)system. No Type and Criticality on 3.2.7!!! After when I update the test 3.2.6 > 3.2.7 the Service Management screen shows as a same result as our live system... If you are interested in, could you please check this topic for more details... http://forums.otterhub.org/viewtopic.php?f=63&t=20750 Many thanks! Zoltan

1 0

otrs 3.2 and BPMN 2.0
by Leonardo Certuche 28 May '13

28 May '13

Hello there! Quick question: Is the ProcessManagement module of OTRS 3.2, BPMN 2.0 compliant? If the answer is no, how far is from that? is there plans on the OTRS roadmap to make it compliant? Thanks!

1 0

Can't create PID PostMasterMailbox, because it's already running (otrs.mydomain.com/13176)!
by Kaushal Shriyan 28 May '13

28 May '13

Hi, I am running OTRS version 3.2.7 on CentOS 6.4. Crontab entries for user OTRS in http://fpaste.org/14898/36972020/. I always get these errors in /var/log/otrs.log file [Tue May 28 11:08:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:10:39 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:10:39 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:11:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:12:01 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:13:01 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:14:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:15:01 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:16:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [root@otrs log]# Please let me know if there are any extra entries in the cron table pasted in http://fpaste.org/14898/36972020/ which is causing the above issue. Regards, Kaushal

3 2

POP3S: Auth for user ...... failed"
by Kaushal Shriyan 28 May '13

28 May '13

Hi, I keep getting this error in spite of setting the password correctly in PostMaster mail accounts under Email Settings in OTRS Dasboard. Not sure why its failing. I have double checked entering the same credentials using the google apps web interface and i do not see any issue. Please suggest. [root@otrs ~]# cat /var/log/otrs.log | grep -i Error [Tue May 28 16:21:04 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user qmt(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:22:07 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user itsupport(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:23:08 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user portaloncall(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:24:08 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user myntlink(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:26:04 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user qmt(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:27:13 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user portaloncall(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:28:13 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user myntlink(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:29:17 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user catalogoncall(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:30:17 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user wmsoncall(a)mydomain.com/pop.mydomain.com failed! [root@otrs ~]# Let me know if anyone needs any additional information Regards Kaushal

2 2

OTRS version 3.2.7 on CentOS 6.4
by Kaushal Shriyan 28 May '13

28 May '13

Hi, When I do /etc/init.d/otrs status, I get the below issue. [root@otrs log]# /etc/init.d/mysqld status mysqld (pid 4664) is running... [root@otrs log]# /etc/init.d/httpd status httpd (pid 4780) is running... [root@otrs log]# /etc/init.d/postfix status master (pid 4769) is running... [root@otrs log]# /etc/init.d/otrs status httpd (pid 4780) is running... Checking database connection... Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs Connected. Your storage engine is InnoDB. These tables use a different storage engine: article article_attachment article_flag article_plain article_search article_sender_type article_type auto_response auto_response_type customer_company customer_preferences customer_user dynamic_field dynamic_field_value follow_up_possible generic_agent_jobs gi_debugger_entry gi_debugger_entry_content gi_object_lock_state gi_webservice_config gi_webservice_config_history group_customer_user group_role group_user groups link_object link_relation link_state link_type mail_account notification_event notification_event_item notifications package_repository personal_queues postmaster_filter process_id queue queue_auto_response queue_preferences queue_standard_response role_user roles salutation scheduler_task_list search_profile service service_customer_user service_preferences service_sla signature sla sla_preferences smime_signer_cert_relations standard_attachment standard_response standard_response_attachment support_bench_test system_address ticket ticket_flag ticket_history ticket_history_type ticket_index ticket_lock_index ticket_lock_type ticket_loop_protection ticket_priority ticket_state ticket_state_type ticket_type ticket_watcher time_accounting user_preferences users valid virtual_fs virtual_fs_db virtual_fs_preferences web_upload_cache xml_storage * *** Please correct these problems! *** * * * * Error! * * Maybe your database isn't configured yet? * *Checking OTRS Scheduler service.... Not Running!* * Error! * * Maybe your database isn't configured yet? * *Checking /opt/otrs/bin/otrs.PostMaster.pl ... (not active) failed.* *Checking otrs spool dir... done.* Version Details are as below [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using "man perl" or "perldoc perl". If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# cat /etc/redhat-release CentOS release 6.4 (Final) [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using "man perl" or "perldoc perl". If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# rpm -qa | grep httpd httpd-tools-2.2.15-28.el6.centos.x86_64 httpd-2.2.15-28.el6.centos.x86_64 httpd-devel-2.2.15-28.el6.centos.x86_64 [root@otrs log]# rpm -qa | grep postfix postfix-2.6.6-2.2.el6_1.x86_64 [root@otrs log]# rpm -qa | grep mysql mysql55-5.5.31-1.ius.centos6.x86_64 mysqlclient16-5.1.61-1.ius.centos6.x86_64 mysql55-libs-5.5.31-1.ius.centos6.x86_64 mysql55-server-5.5.31-1.ius.centos6.x86_64 php-mysql-5.3.3-22.el6.x86_64 You have mail in /var/spool/mail/root [root@otrs log]# rpm -qa | grep otrs otrs-3.2.7-01.noarch [root@otrs log]# [root@otrs log]# ps aux | grep otrs root 5137 0.0 0.0 103244 828 pts/1 S+ 12:02 0:00 grep otrs You have mail in /var/spool/mail/root [root@otrs log]# ps aux | grep mysql root 4177 0.0 0.0 108328 1500 ? S 11:51 0:00 /bin/sh /usr/bin/mysqld_safe --datadir=/data/mysql --socket=/data/mysql/mysql.sock --pid-file=/var/run/mysqld/mysqld.pid --basedir=/usr --user=mysql mysql 4664 0.1 0.4 1133868 79492 ? Sl 11:51 0:01 /usr/libexec/mysqld --basedir=/usr --datadir=/data/mysql --plugin-dir=/usr/lib64/mysql/plugin --user=mysql --log-error=/var/log/mysqld.log --open-files-limit=65535 --pid-file=/var/run/mysqld/mysqld.pid --socket=/data/mysql/mysql.sock root 5139 0.0 0.0 103248 836 pts/1 S+ 12:02 0:00 grep mysql [root@otrs log]# ps aux | grep httpd root 4780 0.1 0.4 410628 78328 ? Ss 11:51 0:00 /usr/sbin/httpd apache 4830 0.0 0.5 447484 91376 ? S 11:51 0:00 /usr/sbin/httpd apache 4831 0.0 0.5 445696 89500 ? S 11:51 0:00 /usr/sbin/httpd apache 4832 0.0 0.5 449580 91608 ? S 11:51 0:00 /usr/sbin/httpd apache 4833 0.0 0.5 447200 91264 ? S 11:51 0:00 /usr/sbin/httpd apache 4834 0.3 0.6 465828 107688 ? S 11:51 0:01 /usr/sbin/httpd apache 4835 0.0 0.4 411192 73348 ? S 11:51 0:00 /usr/sbin/httpd apache 4836 0.0 0.4 410760 72956 ? S 11:51 0:00 /usr/sbin/httpd apache 4837 0.0 0.4 410760 72956 ? S 11:51 0:00 /usr/sbin/httpd root 5141 0.0 0.0 103248 836 pts/1 S+ 12:02 0:00 grep httpd [root@otrs log]# ps aux | grep postfix root 4769 0.0 0.0 79284 3480 ? Ss 11:51 0:00 /usr/libexec/postfix/master postfix 4777 0.0 0.0 79364 3492 ? S 11:51 0:00 pickup -l -t fifo -u postfix 4778 0.0 0.0 79536 3604 ? S 11:51 0:00 qmgr -l -t fifo -u postfix 4974 0.0 0.0 79508 3600 ? S 11:54 0:00 cleanup -z -t unix -u postfix 4976 0.0 0.0 79660 4188 ? S 11:54 0:00 local -t unix postfix 4977 0.0 0.0 79400 3536 ? S 11:54 0:00 bounce -z -t unix -u root 5143 0.0 0.0 103248 832 pts/1 S+ 12:02 0:00 grep postfix [root@otrs log]# Let me know if anyone needs any additional information. Any suggestions for the below issue. **** Please correct these problems! *** * * * * Error! * * Maybe your database isn't configured yet? * *Checking OTRS Scheduler service.... Not Running!* * Error! * * Maybe your database isn't configured yet? * *Checking /opt/otrs/bin/otrs.PostMaster.pl ... (not active) failed.* *Checking otrs spool dir... done.* * * Regards, Kaushal

4 10

James Crawford 5968 is out of the office.
by james.crawford.5968＠northumbria.pnn.police.uk 27 May '13

27 May '13

I will be out of the office starting 27/05/2013 and will not return until 29/05/2013. I will respond to your message when I return. If your email is urgent, please contact the ICT Helpline on x69966 (01661 869966) or Stu Solan (9153) x49350 (0191 2956850). NORTHUMBRIA POLICE PRIVACY AND CONFIDENTIALITY NOTICE The information contained in this message and any attachment(s) is confidential and intended only for the attention of the named organisation or individual to whom it is addressed. The message may contain information that is covered by legal, professional or other privilege. No mistake in transmission is intended to waive or compromise any such privilege. This message has been sent over public networks and the sender cannot be held responsible for its integrity. If you are not the intended recipient be aware that any disclosure, copying, distribution or action taken in reliance of the information contained herein is strictly prohibited, and is contrary to the provisions of the Copyright Designs and Patents Act, 1988 and of the Data Protection Act, 1998. Any views expressed are those of the sender and, unless specifically stated, do not necessarily represent the view of Northumbria Police. We cannot accept any liability for any loss or damage sustained as a result of software viruses. It is your responsibility to carry out such virus checking as is necessary. If you have received this message in error, please notify the sender by e-mail at once and delete the message immediately. For more information about Northumbria Police please visit our website - http://www.northumbria.police.uk

1 0

OTRS Upgrade from 3.2.6 to 3.2.7
by Kaushal Shriyan 24 May '13

24 May '13

Hi, OTRS versions keep on upgrading on http://www.otrs.com/en/open-source/get-otrs/software-download/ Currently I am on Version 3.2.6 running on CentOS Linux Version 6.4. Are there yum repos so that upgrade process is quite efficient taking care of dependencies instead of downloading the current stable version 3.2.7 rpm binary and using rpm -Uvh otrs-3.2.7-01.noarch.rpm Please suggest. Regards, Kaushal

1 0

Email Reply Window in OTRS Dashboard
by Kaushal Shriyan 23 May '13

23 May '13

Hi, I am running OTRS version 3.2.6 on CentOS Linux 6.4. Whenever any agent replies on the customer ticket in OTRS dashboard (URL :- otrs.mydomain.com/otrs/index.pl) it takes around 15 secs to close the reply window and then send the email. Any clue? Regards, Kaushal

3 2

update time for customer and mysql database dynamic value store
by KalyanaChakravarthy MP 22 May '13

22 May '13

Hi , 1. How to find the customer update time. Any Ticket agent update time that is change time of ticket . same way customer also updated ticket is change time or any option there Column in database. 2. Specify ticket dynamic value where store in database in ticket table not having, how to linking dynamic field values in tickets . any ticket number base how to find out dynamic value. Please anybody help me Thank you Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1

LDAP error message: Authentication succeeded, but no customer record found in the customer backend
by Mario Zamora 21 May '13

21 May '13

You have to create the users in the customer database, LDAP is used only to check if user and password matches. The customer database is the user information for OTRS. And yes, you have to create one by one, or create a script that reads users from ldap and writes to otrs database.

3 2

Ticket Number Generator based on customerID or company name
by KalyanaChakravarthy MP 21 May '13

21 May '13

hi, how to create ticket number Generation based on company name or customerID. Any possible way OTRS 3.2.1. can u anybody help me. example company name "XYZ" ticket number will be start like "company name.date.ID.count" --> "XYZ20130510001" ,counter start like 10000, if other company id means start like 20000 Thank you, Regards, Kalyana chakravarthy M .P, Sr software Engineer.

2 1

Free Period Appointment Ticket
by Thiago Zerbinato 20 May '13

20 May '13

Guys, We are using OTRS OTRS 2.4.12 <http://otrs.org/> for the last 3 years... now we need to appoint period on a ticket's... and not work time... for ex. : We need to appoint in a ticket that I have worked on it from 2013-05-20 08:00 to 2013-05-20 12:00 ... Is that possible ? Atenciosamente, *Thiago Marangoni Zerbinato** OCP 8i / OCP 10g / RAC 10g Certified / VCP4 * *http://twitter.com/thiagomz* *(+55 16 9225-0802)*

2 1

ITSM Upgrade to 3.2.4 failing
by Marty Hillman 20 May '13

20 May '13

This is a bit odd. It is not telling me specifically which error occurred. I have tried uninstalling the ITSM 3.2.2 packages, but that seems to take me back to the list without any errors and does not appear to complete the uninstall. I finally got the error below when attempting to run an upgrade. Any thoughts? I am guessing it is a permissions error somewhere, but I ran "/opt/otrs/bin/SetPermissions.pl /opt/otrs" and it appeared to function properly. The ITSM upgrade fails through the browser every time. Oops! An Error occurred. Error Message: Package is not installed, can't upgrade! . You can Send a bugreport or go back to the previous page<http://otrsdev.equuscs.com/index.pl>. Error Details: Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon May 20 11:53:17 2013 Message: Package is not installed, can't upgrade! RemoteAddress: 172.18.3.20 RequestURI: /index.pl Traceback (11895): Module: Kernel::System::Package::PackageUpgrade (OTRS 3.2.6) Line: 614 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (OTRS 3.2.6) Line: 1563 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.2.6) Line: 718 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.6) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) 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 [cid:image001.png@01CE5551.5E1046C0] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | M 612.412.1098 | E mhillman(a)equuscs.com

2 7

How to bulk edit a random list of tickets
by Bogdan Iosif 20 May '13

20 May '13

Hi list, I have a random list of tickets provided to me just with their numbers and without a search criteria (they don't match any such criteria). Example: Please change dynamic field "Flag1" to value "off" for tickets with numbers: 2012122010786628 2013021710795472 2013041110000870 2013061310000604 ... /Example I would like to use the bulk edit function from the agent UI to edit a dynamic field assoc. with these tickets but, as far as I know, I can't because they can't all be found through a single search. Is there a way to search for them by providing a list of ticket numbers to the search? I tried and it doesn't seem to work but still hope I'm missing something because it seems like a very common sense scenario. Thanks, bogdan

2 2

SLA clock stop
by KalyanaChakravarthy MP 20 May '13

20 May '13

HI Team, I have a ticket with SLA solution time . how to hold or stop sla or change SLA time in manually . can u anyone help me. Thank you, Regards, Kalyana chakravarthy M .P,

2 1

Disable "Customer automatically added to Cc"
by Muhammad El-Sergani 19 May '13

19 May '13

Dears, I would like to disable the "Customer automatically added to Cc" feature on OTRS v3.1.11, any pointers please? Thanks //M

2 2

Re: [otrs] LDAP customer information
by Simon Allison 17 May '13

17 May '13

Hi Gerald, Sorry I forgot to send this yesterday, here is a copy of the config.pm (obvious bits removed) Simon # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2012 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.27 2012/11/20 14:26:12 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; use utf8; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/otrs.CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = ''; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # if you have PostgresSQL 8.1 or earlier, activate the legacy driver with this line: # $Self->{DatabasePostgresqlBefore82} = 1; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = 'C:/PROGRA~1/OTRS/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 # # ---------------------------------------------------- # $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{LogModule::LogFile} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log'; # ---------------------------------------------------- # # LDAP Integration for .INTERNAL # # ---------------------------------------------------- # # Enable LDAP lookups for Agent logins. User must be a member of OTRS Agents group. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = ''; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=,dc=internal'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=,dc=internal'; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRSAllow,ou=Admin Groups,dc=,dc=internal'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # Enable LDAP lookups of Agent account informations and default roles. $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = ''; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=,dc=internal'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=,dc=internal'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthSyncModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; $Self->{'AuthSyncModule::LDAP::GroupDN'} = 'cn=OTRSAllow,ou=Admin Groups,dc=,dc=internal'; $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { 'cn=OTRSAllow,cn=Admin Groups,dc=,dc=internal' => { 'Company Agents' => 1, }, 'cn=Domain Admins,cn=Users,dc=,dc=internal' => { 'Tech Support Agents' => 1, } }; # defines AuthSyncBackend (AuthSyncModule) for AuthModule # if this key exists and is empty, there won't be a sync. # example values: AuthSyncBackend, AuthSyncBackend2 $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = ''; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=, dc=internal'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrs, cn=users, dc=, dc=internal'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # This is customer LDAP configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = ''; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=,dc=internal'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'OU=SDC,OU=Establishments,DC=,DC=INTERNAL'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=,dc=internal'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*)'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@.internal'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Enable LDAP lookups for Customer account information. $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '', BaseDN => 'dc=,dc=internal', SSCOPE => 'sub', UserDN => 'cn=otrs,cn=Users,dc=,dc=internal', UserPw => '', AlwaysFilter => '(objectclass=user)', GroupDN => 'ou=SDC,ou=establishments,dc=,dc=internal', # GroupDN => 'cn=OTRS Customers,cn=Users,dc=,dc=internal', AccessAttr => 'member', UserAttr => 'DN', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['givenname', 'sn', 'mail'], CustomerUserSearchFields => ['displayName','sAMAccountName','givenname', 'sn', 'mail','description'], CustomerUserPostMasterSearchFields => ['displayName','sAMAccountName','givenname','sn','mail','description'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries #CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], #[ 'UserCustomerIDs', 'CustomerIDs', 'wWWHomePage', 1, 0, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # CustomerKey => 'sAMAccountName', # CustomerID => 'mail', # CustomerUserListFields => ['sAMAccountName', 'sn', 'givenname', 'company', 'mail'], # CustomerUserSearchFields => ['sAMAccountName', 'sn', 'givenname', 'company', 'mail'], # CustomerUserPostMasterSearchFields => ['displayName','mail'], # CustomerUserNameFields => ['givenname', 'sn'], # Map => [ # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], # [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], # [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], # [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], # [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], # [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], # ], # }; # Customer single sign on #$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; # This is an example configuration for an apache ($ENV{REMOTE_USER}) # auth. backend. Use it if you want to have a single login through # apache http-basic-auth #$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; #$Self->{'AuthModule::HTTPBasicAuth::Replace'} = '\\'; # Note: # # If you use this module, you should use as fallback # the following configuration settings if the user is not authorized # apache ($ENV{REMOTE_USER}) #$Self->{LoginURL} = 'http:///otrs/not-authorised-for-otrs.html'; #$Self->{LogoutURL} = 'http:///otrs/thanks-for-using-otrs.html'; # $DIBI$ # --------------------------------------------------- # # # # Start of config options!!! # # CustomerUser stuff # # # # --------------------------------------------------- # # CustomerUser # (customer user database backend and settings) # $Self->{CustomerUser} = { # Name => 'Database Backend', # Module => 'Kernel::System::CustomerUser::DB', # Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', # Password => '', # Table => 'customer_user', # if your frontend is unicode and the charset of your # customer database server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # CaseSensitive will control if the SQL statements need LOWER() # function calls to work case insensitively. Setting this to # 1 will improve performance dramatically on large databases. # CaseSensitive => 0, # }, # customer unique id # CustomerKey => 'login', # customer # # CustomerID => 'customer_id', # CustomerValid => 'valid_id', # CustomerUserListFields => [ 'first_name', 'last_name', 'email' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], # CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'customer_id' ], # CustomerUserSearchPrefix => '*', # CustomerUserSearchSuffix => '*', # CustomerUserSearchListLimit => 250, # CustomerUserPostMasterSearchFields => ['email'], # CustomerUserNameFields => [ 'title', 'first_name', 'last_name' ], # CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # # generate auto login prefix # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # use customer company support (reference to company, See CustomerCompany settings) # CustomerCompanySupport => 1, # cache time to live in sec. - cache any database queries # CacheTTL => 60 * 60 * 24, # # just a read only source # ReadOnly => 1, #Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es) # [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], # [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], # [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], # [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], # [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose;ResponseID=1;TicketID=$Data{"TicketID"};ArticleID=$Data{"ArticleID"}', 0, '', 'AsPopup OTRSPopup_TicketAction' ], # [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], # [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], # [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], #[ 'UserRoom', 'Room', 'room', 1, 0, 'var', '', 0 ], #[ 'UserExtNo', 'ExtNo', 'ExtNo', 1, 0, 'var', '', 0 ], # [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], # [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], #[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], #[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], #[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], #[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], # ], # default selections #Selections => { # UserTitle => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, #}, # }; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.27 $)[1]; use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); # -----------------------------------------------------# 1; ********************************************************************** 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 4

OTRS caching module for Redis
by Artis Caune 17 May '13

17 May '13

Hey guys, While looking at FileStorable cache issue with our OTRS cluster, I realized it should not be so hard to write Redis cache backend. Attached is module to put in Kernel/System/Cache/ - install dependency: apt-get install libredis-perl - Set up Redis server and point to it in Config.pm: $Self->{'RedisServer'} = '10.10.10.10:6379'; - Select new backend in Cache::Module SysConfig Does not make sense for one server, but if you are on NFS makes so much big difference. Should be fairly easy to port to Memcache. Any comments ? -- Artis Caune Everything should be made as simple as possible, but not simpler.

2 1

OTRS 3.1.7 on Debian 6
by Stefano Ricci 14 May '13

14 May '13

Hi, i move my otrs environment from windows server to a debian server. On windows, after edit of the kernel/config.pm, i have to run a script to restart apache, cron, mysql. After the installation of otrs on debian, i see that the software reload automaticaly the changes... but now at the end of migration, it seems not work. Test 1: manual restart of cron, apache --> failed, config.pm not reloaded Test 2: manual stop of cron, apache; run script bin/otrs.RebuildConfig.pl and bin/otrs.DeleteCache.pl; manual start of cron apache -> failed --> failed, config.pm not reloaded Test 3: Test 2 and after a reboot of the debian machine What's my error? In my config.pm i modify a custom ACL rule. thanks for the help -- *Stefano Ricci*

2 11

[SOLVED] Re: Ajax and JSON Error after upgrading from 3.1.8 to 3.2.6
by Luca Maranzano 14 May '13

14 May '13

Hello all, we have solved this nasty issue switching from apache2-mpm-prefork to apache2-mpm-worker, tested on both Ubutu 10.04 and Ubuntu 12.04 (64 bit arch). It has been quite hard to figure it out! For the moment I cannot say from where the bug is generated: apache2, mod_perl or JSON ? If someone among you has a working configuration with multiple OTRS instances on Apache2-mpm-prefork under Ubuntu 10.04 or 12.04 (with "PerlOptions +Parent") plese let me know, I'd like to do some in depth configuration analysis. HTH Cheers, Luca On Mon, May 6, 2013 at 5:25 PM, Luca Maranzano <liuk001(a)gmail.com> wrote: > Hello, > we have two OTRS 3.1.8 instances running fine on Ubuntu 10.04 64 bit, with > 2 Apache Virtual Hosts configured with the "PerlOptions +Parent" option. > > Today I've upgraded one of the instances to version 3.2.6, upgrade went > well with no errors, but now from the "Create New Request by Email" page, > after selecting the From Queue we get a Browser error saying this: > > Error during AJAX communication. Status: error, Error: Internal Server > Error > > and in the Apache Error log for the Virtual Host this is logged: > > [Mon May 06 16:30:52 2013] [error] encountered object 'false', but neither > allow_blessed nor convert_blessed settings are enabled at > /opt/otrspath1/Kernel/System/JSON.pm line 106.\n > > and the Operator pull down menu is not populated at all. > > The Perl modules check is OK. > Is this a known issue ? May be related to the multiple instances > configuration ? > > Thanks in advance for your support. > Best regards, > Luca >

1 0

LDAP customer information
by Simon Allison 13 May '13

13 May '13

Hi All, I have setup LDAP and all works fine, but the customer information is not working . The link below is where I get page cannot be displayed. http://server/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent Also when we create tickets the LDAP customer information is not populated when creating a ticket. Anything we can check? Simon Allison IT Services South Downs College ********************************************************************** 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 1

backup.pl password error
by Johnson, Shannon 10 May '13

10 May '13

Hello, I am trying to get the backup.pl script to run, but am running into an error when the script attempts to run mysqldump: "Dump MySQL rdbms ... mysqldump: Got error: 1045: Access denied for user 'otrs'@'localhost' (using password: YES) when trying to connect" I have checked the settings in Kernel/config.pm - tried both typing the correct password in directly and also pasting the "crypted" password (obtained using otrs.CryptPassword.pl) - but to no avail. I can successfully run mysqldump.exe directly using the same command the backup.pl script seems to want to generate: mysqldump -u otrs -p######## -h localhost OTRS > c:\otrs_backups\databasebackup.sql It's as if the backup.pl script isn't actually consulting Config.pm for the database password or something. I'm stumped. Help, please? Thanks in advance, Shannon

2 4

Customer Info Center problem again...
by BIRO Zoltan 10 May '13

10 May '13

Dear All, I have 2 Customers tab in my OTRS 3.2.4 which is upgraded from 3.1.x version. 1st is poiting to http://10.129.0.29/otrs/index.pl?Action=AgentCustomerInformationCenter;OTRS… [ Screenshoot1: http://biro-csalad.hu/temp/sc1.jpg ] 2nd is pointing to http://10.129.0.29/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent;OTRSAge… [ Screenshoot2: http://biro-csalad.hu/temp/sc2.jpg ] The problem is both pointing to the Search in Customer Information Center. [ Screenshoot3: http://biro-csalad.hu/temp/sc3.jpg ] I think the 2nd one should be showing this screen: [ Screenshoot4: http://biro-csalad.hu/temp/sc4.jpg ] I didn't change anything on system configuration after the upgrade. I checked the Admin man and the sysconfig area several times without any success. Help me, please.... Many Thanks! Zoltan

1 1

When close a RFC ticket. How to configurate to auto send a email to an agent user.
by CloudComputing 10 May '13

10 May '13

When close a RFC ticket. How to configurate to auto send a email to an agent user. thanks B.R. InternetStar

1 0

from address query
by Darshak Modi 08 May '13

08 May '13

Hi, For different queues, I have set different from email address. When replying from web interface, it displays right from address but the Name before from Address it displays wrong. e.g I have set system address as support(a)xyz.com, I think its because I am logged in as Darshak. But If I reply, it shows Darshak<support(a)xyz.com> , so for customer the mail address from displayed is Darshak. But that would be wrong. Is this standard behavior or I can change ? Thanks Darshak

2 2

Google contacts database
by Kaushal Shriyan 07 May '13

07 May '13

Hi I am running OTRS version 3.2.6 on CentOS 6.4. is there a way to integrate google contacts database with OTRS for customer data. Let me know if anyone needs any additional information. Please suggest. Regards, Kaushal

4 7

template variables usage
by Neil Simpson 07 May '13

07 May '13

Hi, im trying to use otrs variables in the Body of a template. i've tried adding it like this: https://server.domain.com/otrs-$QDATA{"TicketID"} and like this <a href="https://server.domain.com/otrs-"$QDATA{"TicketID"}> <\a> but no luck. thanks for any help. Neil

2 1

Ajax and JSON Error after upgrading from 3.1.8 to 3.2.6
by Luca Maranzano 06 May '13

06 May '13

Hello, we have two OTRS 3.1.8 instances running fine on Ubuntu 10.04 64 bit, with 2 Apache Virtual Hosts configured with the "PerlOptions +Parent" option. Today I've upgraded one of the instances to version 3.2.6, upgrade went well with no errors, but now from the "Create New Request by Email" page, after selecting the From Queue we get a Browser error saying this: Error during AJAX communication. Status: error, Error: Internal Server Error and in the Apache Error log for the Virtual Host this is logged: [Mon May 06 16:30:52 2013] [error] encountered object 'false', but neither allow_blessed nor convert_blessed settings are enabled at /opt/otrspath1/Kernel/System/JSON.pm line 106.\n and the Operator pull down menu is not populated at all. The Perl modules check is OK. Is this a known issue ? May be related to the multiple instances configuration ? Thanks in advance for your support. Best regards, Luca

1 0

otrs.SetPermissions.pl doesn't set the proper access mode to $DestDir when using .procmailrc and not using the --secure switch.
by Cyrille Bollu 03 May '13

03 May '13

Hi list, otrs.SetPermissions.pl doesn't set the proper access mode to $DestDir when using .procmailrc and not using the --secure switch. In this case, $DestDir is made group-writeable whereas, according to procmail's man page, it shouldn't. The offending line in otrs.SetPermissions.pl is the following, but I don't know how to correctly fix it: # set permissions print "Setting permissions on $DestDir\n"; if ($Secure) { # In secure mode, make files read-only by default File::Find::find( { wanted => \&MakeReadOnly, no_chdir => 1 }, $DestDir . "/" ); # append / to follow symlinks # Also change the toplevel directory/symlink itself MakeReadOnly($DestDir); } else { # set all files writeable for webserver user (needed for package manager) File::Find::find( { wanted => \&MakeWritable, no_chdir => 1 }, $DestDir . "/" ); # append / to follow symlinks # Also change the toplevel directory/symlink itself >>>>>>>>> >>>>>>>>> MakeWritable($DestDir); >>>>>>>>> # set the $HOME to the OTRS user if ( !$NotRoot ) { SafeChown( $OtrsUserID, $OtrsGroupID, $DestDir ); } } Best regards, Cyrille

1 0

CGI redirect
by Pc Abrantes 02 May '13

02 May '13

Hello guys, I'm trying to integrate OTRS with CAS and I'm having trouble redirecting to the CAS page. In my CAS.pm I'm doing this: my $login_url = $cas->getServerLoginURL($app_url); my $q = CGI->new(); print $q->header('text/html'); print $q->redirect( $login_url ); Instead the application redirect to $login_url, it shows the otrs login page and above it this: OK The document has moved here<https://sandbox.tjpb.jus.br/cas/login?service=http://php-desenv.tjpb.jus.br…> . ------------------------------ Apache/2.2.3 (Red Hat) Server at php-desenv.tjpb.jus.br Port 80 How can I solve this? I've attached the full CAS.pm file. Thank you. -- *Paulo Cesar Abrantes* *Analista de Sistemas*

1 0

Images in OTRS documentation
by Marcus Weseloh 02 May '13

02 May '13

Hi, when browsing the OTRS documentation from behind our corporate firewall/proxy, none of the images actually show up. The reason for this seems to be that the server at doc.otrs.com sends out the images without any HTTP headers. Browsers seem to cope with that, but our proxy considers it a "Bad Response" (which it is...). Is this list the right place to report this as a bug? Or is there a bugtracker for the doc.otrs.com website or the documentation itself? Best regards, Marcus

3 4

notification send formatted
by Darshak Modi 01 May '13

01 May '13

In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it.

3 9

Whitelist IPs for login
by Jean BROW 01 May '13

01 May '13

Hi, Anyone know how I can whitelist the IPs that are allowed to logon as agents to OTRS?

3 2

Bulk close ticket - disable
by Jean BROW 30 Apr '13

30 Apr '13

Hi, Anyone know how I can disable so agents cannot bulk close tickets? It should still be possible to close individual tickets.

3 2

Locked tickets - how to disable
by Jean BROW 30 Apr '13

30 Apr '13

Hi, Anyone know how I can disable the possibility to "lock ticket". I do not want agents to be able to "lock tickets", as they often do this and forget them. Any suggestions?

3 2

CKEDITOR is not found
by Yousef Hamad 29 Apr '13

29 Apr '13

Hi all, What can I do with this problem. Thanks, Yousef Hamad Technical Support Mob +962 799372852 [Description: Description: cid:image001.png@01CB97B5.0EAD1510] _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

2 1

Stopping time accounting of ticket in OTRS 3
by Maurício Ramos 29 Apr '13

29 Apr '13

Hello, we currently use OTRS 2.3.4 and now we are planning an upgrade to the latest version of OTRS 3. One of the functionalities we want to start using is time accounting and we would like to know if there is a way to put the ticket in a state in which the clock stops running. We already found that we can create specific states of type CLOSED but it seems that when we first set the ticket to this state, the clock stops (like we need) but when we set the ticket back to any other "open" state the time accounting is not resumed. This functionality we want exists in OTRS or is possible to achieve/to implement? Can you, please, guide us to some info in the manuals (we still did not find it) or any link, thread that can help us achieving it. Thanks you all in advance for any help you can provide. [cid:image001.png@01CE4269.A22AB430] Mauricio de Andrade Ramos Rodovia José Carlos Daux, 4100, Km 4.2, Espaço Primavera, Bloco C 88032-005 - Florianópolis - Santa Catarina - Brasil Tel. + 55 2108 0104 * Mob. + 55 9981 4274 * Fax. + 55 2108 0129 * Voip 37604 mauricio.ramos(a)wedotechnologies.com<mailto:mauricio.ramos@wedotechnologies.com> www.wedotechnologies.com<http://www.wedotechnologies.com/> skype: mauriciodeandraderamos gtalk: mauriciodeandrademos msn: (business e-mail)

2 2

Windows instant tickets/no polling
by Gerald Young 27 Apr '13

27 Apr '13

All, I thought you might be interested in a walkthrough to set up instant tickets on a Windows OTRS installation using hMailServer. http://forums.otterhub.org/viewtopic.php?f=60&t=20319 Feedback is appreciated. tl/dr: hMailServer is a free SMTP server that runs on Windows. The summary of the post is that it will receive incoming email and pipe the email through otrs.PostMaster.pl, creating tickets as the email arrives. Because of this, scheduled fetching is no longer needed. An added bonus to using hMailServer is the availability of spam and other preprocessing/filtering. hMailServer is not to install on a box that already has Exchange Server or another Mail Server running on it.

1 0

Support for redundant ODBC CustomerUser backends?
by Cyrille Bollu 26 Apr '13

26 Apr '13

Hi list, I'm trying to find out how I could setup OTRS to use a redundant ODBC backend for CustomerUser objects. I initially thought I could setup 2 backends pointing to 2 mirrored mysql servers. But, it seems that OTRS' code dies with a nice HTTP 500 error when a backend isn't available. Has anyone already worked on such a setup? I remember doing such a setup for agents authentication with an LDAP backend using the following in config.pm: # LDAP agent backend my @ldaphosts = ('ldap2','ldap1'); $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = \@ldaphosts; ... And it seem to work fine at that time. Now, is there an easy solution for ODBC backends? Best regards, Cyrille

4 6

Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..]
by Marcos S 25 Apr '13

25 Apr '13

Hi, I need help with this issue Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Apr 25 16:15:15 2013 Message: SMTP authentication failed: 5355.7.8 Error: authentication failed: authentication failure ! Enable Net::SMTP debug for more info! Traceback (7239): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2027 Module: Kernel::Modules::AgentTicketEmail::Run (v1.99.2.3) Line: 812 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

3 4

Update to 3.2.5 / Need TicketID / AgentTicketCompose
by Ohliger, Christoph 24 Apr '13

24 Apr '13

Hi, after updating from 3.1.11 to 3.2.5 (using the OTRS docs) I got two problems (fortunately on a clone ...). As soon as I install the SystemMontoring Modul (we are using it for nagios), I am getting following error message in the apache log: ERROR: OTRS-CGI-11 Perl: 5.16.2 OS: linux Time: Fri Apr 19 16:25:46 2013 Message: Need TicketID! RemoteAddress: xx RequestURI: /otrs/index.pl Traceback (4209): ...... My opinion is that this is based on any ticket lock function, but I don´t know where to have a further look ... But more annoying is that I can´t write any answer in a ticket. Every time when the system opens an answer window it keeps blank, with no message in apache error log. That is independent of user, group and queue and also the same in Firefox, Opera and IE. I have used a firefox debugger and can see following message "Use of attributes' specified attribute is deprecated. It always returns true.". Looking at the code is seems to be a jquery function, any update of jquery didn´t help. Any help/suggestions from your side ? Regards Christoph

1 0

/opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4
by Kaushal Shriyan 23 Apr '13

23 Apr '13

Hi, I get the below error in syslog /var/log/messages file on OTRS version 3.2.5 on CentOS 6.4 Apr 23 06:25:55 otrs OTRS-CGI-10[2492]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:26:12 otrs OTRS-CGI-10[2114]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:14 otrs OTRS-CGI-10[2112]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:41 otrs OTRS-CGI-10[2494]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:41 otrs OTRS-CGI-10[2113]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:42 otrs OTRS-CGI-10[2113]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:42 otrs OTRS-CGI-10[2114]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Edit Config Settings in Framework -> Crypt::SMIME Reset this setting SMIME::CertPath /opt/otrs/certs/ Default value: /etc/ssl/certs Specifies the directory where SSL certificates are stored. Let me know if anyone needs any additional information. Any suggestions please? Regards, Kaushal

2 5

No Company Tickets in CustomerTicketOverview
by Rouven Sacha 22 Apr '13

22 Apr '13

Dear List, i have a problem with otrs 3.2.1 not showing the Company Tickets in the CustomerTicketOverview "Company Tickets" Link. Instead a dialogue inviting the user to create a new ticket is being displayed. I have done the following so far: 1) I have create different customer-companies and have multiple users with the customer id of their customer-company assigned to them. 2) i have extended the database schema of customer_user table to add a column customer_ids (http://doc.otrs.org/3.2/en/html/customer-user-backend.html) 3) I have added the customer-company ID in the Customer IDs field of one user of the company 3) i have added this field description in /opt/otrs/Kernel/Config/Defaults.pm: [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], 4) i have made sure (hint from IRC) that CustomerGroupSupport is disabled Still, the company tickets don't show for the one user that the customer IDs were added to - the "new ticket" dialogue is being displayed instead. Is there anything that i might have missed here or do i have a problem in my config? I have attached a copy of my SysConfig export . Any help is greatly appreciated! Thanks in advance, Rouven Sacha -- Blinkenlichten Open Source Solutions Maass Sacha GbR | Weigandufer 45 | 12059 Berlin tel: +493013896247 | fax: +493013896249 | mob: +491744220127 Web: http://www.blinkenlichten.de/ G+: http://gplus.to/blinkenlichten Blinkenlichten Zarafa Hosted Tweets: http://twitter.com/zarafamail/

2 1

can ticket be created and tracked based on subject line
by Darshak Modi 19 Apr '13

19 Apr '13

Instead of ticket id/number, can the ticket be tracked by subject . The customers generally do not include the id in subject line in any subsequent mails.

3 6

Release notes: Free community modules for OTRS 3.2
by Anna Brakoniecka 19 Apr '13

19 Apr '13

Hello Community, we've developed and published the following free community modules for OTRS 3.2: http://www.cape-it.de/free-otrs-community-additional-modules.html * ArticleCopyMoveDelete * ITSM-CIAttributeCollection ImportExport-Extensions for OTRS 3.2 were published weeks ago already. You can download them all for free from our website and from the OPAR site. Thank you in advance for your feedback! If you wish to be informed about the release notes, etc., please subscribe to our newsletter by sending an email at info(a)cape-it.de. Please write us, whether you wish to get the contents in German or English, too. Thanks. Enjoy the weekend! Kind regards, Anna Brakoniecka ** Wir treffen uns zum Open-IT Summit in Berlin ** ** Die Konferenz für IT-Entscheider, 22.-23. Mai ** Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de <http://www.cape-it.de> Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

1 0

Migrating Tickets to OTRS
by Parag Bhalerao 18 Apr '13

18 Apr '13

Hello Team, We have a home grown ticketing system that we were using for past few years. We have switched to OTRS now, but for historic knowledge, we will like to refer to old tickets as well. Is there a way to import tickets from other system to OTRS? If so, how to go about it? GoodWills Parag Bhalerao

6 7

Report For Survey
by Yousef Hamad 18 Apr '13

18 Apr '13

Hi Susan, I resolved the problem and made the next State as mandatory without remove the Close option , but still how can make reports for survey I need to the Survey results can be exported to excel (csv) file with the individual ratings, which includes ticket number, customer name, SLA response, SLA resolution and average score of the questions. Thanks, Yousef Hamad Technical Support Mob +962 799372852 _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

3 2

How to find tickets that have no followup in 2 days
by Darshak Modi 18 Apr '13

18 Apr '13

How to find that the ticket does not have any follow up in last 2 days,when its open. In search or report creation there is no option for followup search, --

5 11

Auto Complete or Auto Fill does not function.
by Kaushal Shriyan 17 Apr '13

17 Apr '13

Hi Auto Complete or Auto Fill of Customer Email Address when a agent replies on OTRS Interface does not work. Any Clue? Thanks and Regards, Kaushal

2 1

Attachment not working on Agent Ticket Note OTRS 3.1.11
by Alvaro Cordero 17 Apr '13

17 Apr '13

Hello Guys, Today we realised that in our system, agents cannot attach any files when adding a note into a ticket. Logs say the following [Wed Apr 17 11:31:57 2013] -e: Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs//Kernel/System/Log.pm line 166. ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:31:57 2013 Message: Need Filename! Traceback (25299): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.24) Line: 68 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.24) Line: 153 Module: Kernel::Modules::AgentTicketActionCommon::Run (unknown version) Line: 418 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:32:04 2013 Message: Invalid Challenge Token! Traceback (25299): Module: Kernel::Output::HTML::Layout::ChallengeTokenCheck (v1.381.2.13) Line: 1117 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 417 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Apr 17 11:32:27 2013 We have not done any changes, but function works fine on other actions (email, phone, etc) Any ideas will be appreciated. Best Regards. -- ___________________________ 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

Re: [otrs] wrong link in email notification
by Alex Sinotov 17 Apr '13

17 Apr '13

Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https.

5 12

Ticket Replies and CCs
by Mailing List 17 Apr '13

17 Apr '13

Hello, We have recently upgraded our OTRS installation from version 2.4, to version 3.2. One issue that we have come across which is kind of urgent, is that when crafting a reply, it only replies to the original sender, not anyone in the CC or BCC fields. This unfortunately causes many headaches with keeping people in the loop on the progress of an issue. Has anyone experienced this? Or is there some setting to change? Thanks in advance.

2 4

Postmaster filter applied still getting wrong data
by Darshak Modi 17 Apr '13

17 Apr '13

Hello I hadconfigured post-master filter so all mails from company domain are set to sender type Agent. Still in ticket details, I see sender is listed as Customer . See the logs below Filter: 'SetSenderType' Set param 'X-OTRS-SenderType' to 'Agent' (Message-ID: <516E5485.1050901 The sender was earlier added as customer but its not setas invalid. But as per above log its applying the filter and marking Agent but still in GUI, in ticket details, in sender column I can see Customer. Thanks darshak

1 1

OTRS and JIRA Integration
by Darshak Modi 16 Apr '13

16 Apr '13

Is there any plug in available for integration with JIRA & OTRS. Or any other way to related JIRA and OTRS ? like ticket created in OTRS can be sent to JIRA, and after closing come back to JIRA?

4 3

otrs generate stats command reverse axis
by Darshak Modi 16 Apr '13

16 Apr '13

Hi, As there is not relative time specification on Y axis, like 7 days report, but of daily. Can we give some option on Command line to reverse the axis? Just as its given in GUI - Yes/No selection.

3 5

Diable edit close tickets
by Gustavo Azambuja 15 Apr '13

15 Apr '13

Hi, its possivle lock the close tickets to edit. In other words, make impossivle to any Agent add notes, etc to one close ticket? -- Gustavo Azambuja - Linux User: 275813 http://gazambuja.com Uruguay: *091 300 333* (Montevideo - Mobile)

3 2

How to not save notifications in the ticket history?
by Daniel Santos 12 Apr '13

12 Apr '13

Hi, Is there any way to set OTRS to not save all the notifications sent in the ticket? Ex:. - A new ticket is created. - A new note is added in the ticket. - A new notification is sent to the client about the note added. - The ticket get updated with the note itself AND the notification sent to the client. In my humble opinion its redundant to us to have the note and the notification about the note added to the ticket. Thanks in advance. *Daniel Santos* daniel.santos(a)etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 (85) 3101.6600

3 5

Help: HostBased Skins
by Carlos Andrés Gallego Arboleda 12 Apr '13

12 Apr '13

Hello guys, I am using OTRS 3.2.2 on Ubuntu 12.04 Server running on Apache 2. I need to configure OTRS to show one skin depending of the url visited by the client example : If the customer go to soporte.dominio.com/otrs/customer.pl shows soporte skin If the customer go to mesadeservicios.dominio.com/otrs/customer.pl shows mesadeservicios skin Both skins are created like specifications on OTRS Dev Manual. I have already modify this fields on sysconfig Loader::Customer::SelectedSkin::HostBased soporte.dominio.com soporte mesadeservicios.dominio.com mesadeservicios Two VirtualHost are created on Apache config. <VirtualHost *:80> ServerName soporte.dominio.com </VirtualHost> <VirtualHost *:80> ServerName mesadeservicios.dominio.com </VirtualHost> But does not work. Can you help me? Additional configuration on the OTRS. Thanks for your help. And excuse my english. Carlos.

1 0

Dashboard view
by Pete 12 Apr '13

12 Apr '13

Hi, I'm trying to add fields TicketFreeText1 and TicketFreeTime6 to dashboard view. I have added <td>$QData{"TicketFreeText1"}</td> and <td>$QData{"TicketFreeTime6"}</td> to AgentDashboardTicketGeneric.dtl but I get only empty columns to dashboard. There are values in both Due date and free text1. Any one got idea what might be wrong? ~pete

3 5

ticket details from database
by Darshak Modi 12 Apr '13

12 Apr '13

Hi, I want ticket details per queue and total. Like, total tickets per queue, open tickets per queuelike that. From which tables can I get that? -- Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi

2 1

Customer info center problem
by BIRO Zoltan 11 Apr '13

11 Apr '13

Hi All, I updated to OTRS 3.2.5 (ITSM 3.2.3) our test system. I continuously find the following problem in the last 2-3 releases. When I search in Customer Information Center and hit enter then the main Logon screen appears, I login again it continue with the results of the search. Anybody facing with the same issue? Best regards! Zoltan

2 1

Changing the Ticket Dashboard
by Jason Marshall 11 Apr '13

11 Apr '13

Hi All How can I customize the ticket Dashboard? I would like to add the customer details in there? Company details Customer (e-mail) The customer ID is not really useful as it is a number nobody can relate to. As a feature request I would like to be able to customize my dashboard view. :) Kind Regards Jason Marshall Cathexis Technologies <http://www.cathexis.co.za> www.cathexis.co.za +27(0)87 2301081

2 2

copy paste not working
by Jason Marshall 10 Apr '13

10 Apr '13

Hi All This is my first mail to this group :) I upgraded our company NetBSD 4.0 Unit which was running OTRS ver 2.4 to Ubuntu 12.04 server ver 3.2.2 OTRS and I have seen a huge improvement in usability. I also added the FAQ module which I am actively using. Great Job! One question: I am not able to copy and paste in OTRS. I get a browser permissions error. I loaded OTRS 3.2.4 on a VM Windows unit and I do not see the issue there? Is this a bug or something I need to configure on my company OTRS unit? Your help would be appreciated. Kind Regards Jason

3 3

Migrating Tickets from Another Ticketing System
by Parag Bhalerao 10 Apr '13

10 Apr '13

Hello Team, We have a home grown ticketing system that we were using for past few years. We have switched to OTRS now, but for historic knowledge, we will like to refer to old tickets as well. Is there a way to import tickets from other system to OTRS? If so, how to go about it? GoodWills Parag Bhalerao

2 1

Re: [otrs] JSON::Encode error after 30 minutes
by jasonm＠cat.co.za 09 Apr '13

09 Apr '13

Hi Arnold I am not sure here, but it sounds like you could be missing a third party module or component required by OTRS. In the bin directory of otrs run the checkmodules to check that you have all the required packages installed. I remember seeing a JSON: component there. I hope this helps ;) Regards Jason ------Original Message------ From: Arnold Ligtvoet Sender: otrs-bounces(a)otrs.org To: otrs(a)otrs.org ReplyTo: User questions and discussions about OTRS. Subject: [otrs] JSON::Encode error after 30 minutes Sent: Apr 9, 2013 9:27 PM Hi, I installed a clean OTRS 3.2.4 on Debian today. Installed from source, ran the installer, added Survey, iPhone and FAQ modules to the install. Changed some CSS files in the default template and changed the logo. Was not anywhere near core files. After working with the system for sometime I got error pages in my browser. When I looked in the /var/log/apache2/error.log I saw: [error] Undefined subroutine &Kernel::System::JSON::Encode called at /opt/otrs//Kernel/Output/HTML/Layout.pm line 902. When I clean my cache directory everything works again, until about 30/45 minutes after where I get the same problem. Anyone seen this behavior before? I maybe missing something simple here. Thanks, Arnold. --------------------------------------------------------------------- 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 Sent via my BlackBerry from Vodacom - let your email find you!

1 0

JSON::Encode error after 30 minutes
by Arnold Ligtvoet 09 Apr '13

09 Apr '13

Hi, I installed a clean OTRS 3.2.4 on Debian today. Installed from source, ran the installer, added Survey, iPhone and FAQ modules to the install. Changed some CSS files in the default template and changed the logo. Was not anywhere near core files. After working with the system for sometime I got error pages in my browser. When I looked in the /var/log/apache2/error.log I saw: [error] Undefined subroutine &Kernel::System::JSON::Encode called at /opt/otrs//Kernel/Output/HTML/Layout.pm line 902. When I clean my cache directory everything works again, until about 30/45 minutes after where I get the same problem. Anyone seen this behavior before? I maybe missing something simple here. Thanks, Arnold.

1 0

Copy paste not working
by Jason Marshall 09 Apr '13

09 Apr '13

Hi All This is my first mail to this group :) I upgraded our company NetBSD 4.0 Unit which was running OTRS ver 2.4 to Ubuntu 12.04 server ver 3.2.2 OTRS and I have seen a huge improvement in usability. I also added the FAQ module which I am actively using. Great Job! One question: I am not able to copy and paste in OTRS. I get a browser permissions error. I loaded OTRS 3.2.4 on a VM Windows unit and I do not see the issue there? Is this a bug or something I need to configure on my company OTRS unit? Your help would be appreciated. Kind Regards Jason

1 0

Looking for a way to allow managers to see their employee's tickets
by Ugo Bellavance 06 Apr '13

06 Apr '13

Hi, I'm currently using OTRS 3.0 (but willing to upgrade if needed). I've been asked by my boss to try to find a way to allow managers to see their employee's tickets. We use LDAP (AD) for customer backend. Is there a way to achieve this in OTRS. Actually, it would be great if we could do that for all managers, but it is mostly for one manager. If I could tell OTRS to allow this person to see the tickets opened by her employees it may be sufficient. Thanks, Ugo

3 2

Event Notifications not working
by Kristofer 06 Apr '13

06 Apr '13

Hello, I am trying to use Event Notifications based on SLA (first response), and they do not seem to be working. I saw references to enabling the job in GenericInterface.pm, but that is not the feature I am after. It appears that feature notifies anyone who has the queue in "My Queues", but I want to set up a custom notification to send an SMS alert to a mobile email address for a specific queue to a specific person. To set it up, I created a new notification using EscalationResponseTimeNotifyBefore, and then EscalationResponseTimeStart, and then both. None of them work. If I simply just change the event to TicketCreate, I get an alert when the ticket is created. My SLA is set up at the Queue level, and I have the notify before set to 80%. I have tried several different times for the SLA (10 minutes, 60 minutes, 120 minutes, etc.). The ticket is escalated in the dashboard view, but the notification never goes out, and I don't see any log entries anywhere as to why it is not getting hit. Am I doing something wrong, or might this be a bug in the Event Notifications?

1 0

OTRS 3.2.3 on CentOS Linux Version 6.4 server edition
by Kaushal Shriyan 06 Apr '13

06 Apr '13

Hi, I am migrating from the current live setup of OTRS Application Version 3.1.7 running on CentOS Linux Version 5.8 server to a new OTRS server running OTRS Application Version 3.2.3 hosted on CentOS 6.4. Any prerequisites i need to take care while migrating from one box to another box? I can think of only backing up MySQL DB otrs and populating the data to the new box. Any thing else to be taken care to carryout the migration without any glitch, please suggest. Regards, Kaushal

2 6

Filtering out undisclosed-recipient/non-addressed spam
by Steven Carr 04 Apr '13

04 Apr '13

Hi list, We have a number of email addresses and email accounts that are pulled into OTRS and we use Postmaster Filters to dispatch the mail to the correct queue. On our public generic addresses (sales@ info@ etc.) we get a lot of spam which doesn't have the To: or CC: address completed (but the Envelope-To contains the actual sales@/info@ address) so OTRS must look at the Envelope-To when looking at the To: value in the Postmaster Filter as these are put into the correct queue. Does anyone know of a combination of Postmaster Filters that I can use to filter this type of email out/drop it into the Postmaster queue, I'd rather do this with OTRS if possible as the mail server is a managed service so I have no admin access for this type of thing. Thanks Steve

3 6

customer not able to create ticket
by Darshak Modi 03 Apr '13

03 Apr '13

Hi, from customer.pl, when customer tries tocreate ticket, nothing happens. No log in Otrs, apache . I created a customer, group, assigned group permission, logged in succesfully via customer.pl, but then nothing happens, once he click on submit. Click, and then goes to same screen of ticket creation. -- Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi

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Re: [otrs] Security Advisory RSS feed
by Jens Bothe 03 Apr '13

03 Apr '13

Thats a very nice one :-) Perhaps a more generic one could be provided without using yahoo... 2013/4/3 Jens Bothe <jens.oliver.bothe(a)gmail.com> > Thats a very nice one :-) Perhaps a more generic one could be provided > directly... > > > 2013/4/3 Juan Manuel Clavero Almirón <juanm.clavero(a)ibsalut.es> > >> Hi all, >> I needed a way to enter OTRS Security Advisories directly into our OTRS >> system (let's say it's sort of company policy). >> >> To do so, I created a Yahoo Pipe that retrieves the public OTRS feed in >> english, shows only Security Advisories and fills the description with the >> website HTML (this last part is only half true, the data in the description >> doesn't seem valid html, but I'm working on that). Thend I feed this RSS to >> a trigger-action system (like ifttt) to send an email to my company >> security email address of every new rss item. >> >> The Pipe URL is >> http://pipes.yahoo.com/pipes/pipe.info?_id=e87c4a1f0512b6e32468ecc044fed499 >> >> I publish this with the hope that it may help anyone with the same need >> and to get feedback as to what would you do different. >> >> >> Kind regards, >> Juan Clavero >> >> OTRS 3.1 on CentOSLinux [Apache and MySQL ] >> connected to an Active Directory for Agents and Customers. >> >> --------------------------------------------------------------------- >> 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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Second Accounted time entry is not shown in history if it is entered within 2 min
by Schmidpeter, Robert 03 Apr '13

03 Apr '13

Hello, if someone enters his time spent on a ticket two times within about two minutes, the second entry is not shown in the history and also not added to the total time spent. I would like to know whether this is the normal behavior or whether it is a bug which is solved in newer Versions. FYI I am using OTRS 2.4.5 Regards, Robert Schmidpeter Bankhaus August Lenz & Co. AG Mediolanum Banking Group Holbeinstraße 11 - 81679 München Fon +49 89 960 12 - 589 Fax +49 89 960 12 38 - 296 R.Schmidpeter(a)banklenz.de<mailto:R.Schmidpeter@banklenz.de> ______________________________ Bankhaus August Lenz & Co. Aktiengesellschaft, Sitz und Registergericht München (HRB Nr. 143197) - Vorsitzender des Aufsichtsrats: Dr. Claus Helbig - Vorstand: Silvio Cracco (Vorsitzender), Bernhard Lechner, Mirko Siepmann Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail sind nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

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Security Advisory RSS feed
by Juan Manuel Clavero Almirón 03 Apr '13

03 Apr '13

Hi all, I needed a way to enter OTRS Security Advisories directly into our OTRS system (let's say it's sort of company policy). To do so, I created a Yahoo Pipe that retrieves the public OTRS feed in english, shows only Security Advisories and fills the description with the website HTML (this last part is only half true, the data in the description doesn't seem valid html, but I'm working on that). Thend I feed this RSS to a trigger-action system (like ifttt) to send an email to my company security email address of every new rss item. The Pipe URL is http://pipes.yahoo.com/pipes/pipe.info?_id=e87c4a1f0512b6e32468ecc044fed499 I publish this with the hope that it may help anyone with the same need and to get feedback as to what would you do different. Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

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Can I supress hystorical recording of SendAgentNotification events?
by Bogdan Iosif 02 Apr '13

02 Apr '13

Hi list, Our agents decided to have informal email notifications dispatched to them - configured via Event Notifications - for many types of modifications performed upon a ticket. Since we have many agents and many daily modifications, teach ticket's history looks something like this: - (some normal events occurring when the ticket is created) - many... - many... - many... - many... - many... - many... - ... SendAgentNotification events, one for each agent for whom email was dispatched - (a couple other normal events) - many... - many... - many... - many... - many... - many... - ... SendAgentNotification events, one for each agent for whom email was dispatched - (a couple other normal events) - .... As you can see, the history is ugly because of this multitude of useless (in our case) events. Can the recording in history of SendAgentNotification events be supressed? Do you see a workaround? Thanks, Bogdan

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dynamic field not showing in ticket information
by Darshak Modi 02 Apr '13

02 Apr '13

Hi I have added dynamic fieldin View ticket zoom config. But thats not showing in zoom view. When I click on Dynamic Field tab, and press submit, then only it shows the field? ANy idea? -- Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi

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getting following error constantly
by Darshak Modi 02 Apr '13

02 Apr '13

[Error][Kernel::System::Ticket::TicketSearch][Line:4192]: The given param 'QueueIDs' is invalid or an empty array reference! Though OTRS is fetching mailsand puts in queues defined. -- Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi

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