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Can ACLs enforce a format for a text dynamic field?
by Bogdan Iosif 29 Mar '13

29 Mar '13

Hi list, I have a text dynamic field required to contain only numbers. I'm thinking of using an ACL with a RegEx to enforce this rule but I can't get the ACL to trigger. Is what I want possible? Maybe I'm on the wrong track and ACLs are not applicable to *text* dynamic fields? Here is the ACL: $Self->{TicketAcl}->{'10-ACL-Test'} = { Properties => { Frontend => { Action => ['[RegExp]^Agent.*'] }, }, Possible => { Ticket => { DynamicField_tbx1 => ['[RegExp]^[0-9]*'] }, }, }; Thanks, bogdan P.S: I'm not logged in with root.

2 1

Please add a template list to output filter Kernel::Output::HTML::OutputFilterTextAutoLink
by Steven Carr 28 Mar '13

28 Mar '13

Anyone got any idea what I am supposed to do to get rid of this error? Please add a template list to output filter Kernel::Output::HTML::OutputFilterTextAutoLink to improve performance. Use ALL if OutputFilter should modify all templates of the system (deprecated). I have no idea what it means my add a template list, does that mean it wants me to add another variable called "template list" to Kernel::Output::HTML::OutputFilterTextAutoLink and set it to "ALL"? Steve

2 3

CustomerCompanySupport and 3.2
by Steven Carr 28 Mar '13

28 Mar '13

Hi list, We're in the process of planning upgrading from 3.1 to 3.2. We currently have a hack in place enabling CustomerCompanySupport in Config.pm to allow us to specify which company a customer belongs to which then allows customer users to see tickets from other users within the same company. With the changes to 3.2 is this hack still necessary? or does 3.2 have this functionality built in by default? Thanks Steve

2 4

Database Conversion from MySQL to PostgreSQL
by aledr 28 Mar '13

28 Mar '13

Good day! I'm moving my otrs installation from MySQL to PostgreSQL. Almost everything went fine, except article_attachment table. Is there any available instructions on how to move that data? Thanks. -- [ ]'s Aledr - Alexandre

4 14

Enable CC ?
by Hussein E. Hijazi 28 Mar '13

28 Mar '13

Hi Is it possible for enabling CC'ing when a customer creates a ticket? Sometimes folks are making a ticket and they want other people to know that. Thanks, Hussein

3 4

IP from header
by Jean BROW 27 Mar '13

27 Mar '13

Hello, Is it any easy way I can display the IP from the header to the agent? Today the agent need to click "Plain format" if he want to see the IP that the customer sending the email from. I would like to display the IP in the menu right at all time. Thanks.

3 3

Any other way to control the size of LogModule::LogFile except via LogModule::LogFile::Date?
by Bogdan Iosif 26 Mar '13

26 Mar '13

Hi list, I'm trying to keep the size of LogModule::LogFile in check in a better way than allowed by configuring LogModule::LogFile::Date, which gives me rollover to a new file every month. A config that allows limiting the log file size (with overwrite when threshold is reached or rolling over to a new file) is what I'm looking for. Does OTRS have something like that? /bogdan

4 9

Cron errors enter as new tickets in OTRS
by Juan Manuel Clavero Almirón 26 Mar '13

26 Mar '13

Hi all, Usually, when a cronjob fails, it sends a mail to user@hostname. Some weeks ago, I was testing a Generic Agent task in DEV environment and it failed. The job was running as OTRS user, so the mail went to otrs@hostname and it went into the system in the first otrs.PostMasterMailbox.pl execution as a new ticket. Since then, every day at 0:10 (first daily execution of otrs.PostMasterMailbox.pl) creates a new ticket from the same error. I've checked and /var/spool/mail/otrs is empty. SysAdmin -> Mail Account shows only one account: dev-otrs(a)my_company.com, through IMAPS. How can I force OTRS not to check the local account? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL] connected to an Active Directory for Agents and Customers.

1 0

OTRS helpdesk vs OTRS ITSM
by Kaushal Shriyan 25 Mar '13

25 Mar '13

Hi, Can someone please help me understand the difference between OTRS helpdesk vs OTRS ITSM. At present i am using OTRS helpdesk version 3.2.3 on CentOS Linux version 6.4. Regards, Kaushal

3 2

Details about OTRS Database
by Darshak Modi 25 Mar '13

25 Mar '13

Dear All, I want to use external report tool using OTRS DB. Is there any document describing Database details and how to use for reporting?

2 2

Disable agent notification mail
by Leonidas Maliagros 24 Mar '13

24 Mar '13

Hello. We have the 3.1.7 version and we want to disable the agent notifications when owner changes and when a queu changes. Can you help? Thank you! *Leonidas Maliagros* Innotech T: +30.210.6006666 M: +30.693.9093493 F: +30.210.6754320 A: 4 Evrou st., 11147, Galatsi E: l.maliagros(a)innotech.gr W: http://www.innotech.gr

2 1

otrs 3.1.11 issue
by Steve Clark 22 Mar '13

22 Mar '13

Hi List, We upgraded from 2.4.x to 3.1.11. It has come to our attention by a customer that only one person was getting New Ticket notifications, but when a note was added all the people in the email field of the customer record got the update notification. In researching this we found that if there was , space between email addresses only the last email address got the new ticket notification. If we take out the space then all the email addresses get the New Ticket Notification. 2.4.x didn't seem to have this problem. Is there an easy fix without having to go thru all of our customers making sure there are no spaces between the email addresses? Thanks, -- 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

How do you drive the addition of new features to OTRS?
by Bogdan Iosif 22 Mar '13

22 Mar '13

Hi list, What can I do to drive towards reality an idea for an improvement / new feature for OTRS? Option 1. Pay for custom development - Not an option for me as I don't have the budget or the strings to obtain it Option 2. Develop it myself - Not an option right now as I lack the Perl knowledge to confidently make this happen. Maybe this will change later but I have a huge problem finding any motivation in learning Perl at the level required to confidently modify OTRS. Option 3. Bitch about it - Since this is my only current option I would like to know how to do it so that it's not tasteless. Is https://otrsteam.ideascale.com the "officially" sanctioned way of submitting ideas for improvements / new features? Is it the only one? Am I missing anything? Any other advice? Thanks, bogdan

2 1

Antwort: Closed tickets (Jean BROW)
by S.Krueger＠aswo.com 22 Mar '13

22 Mar '13

Today's Topics: 1. Closed tickets (Jean BROW) ---------------------------------------------------------------------- Message: 1 Date: Thu, 21 Mar 2013 17:01:38 +0100 From: Jean BROW <everydaywow(a)gmail.com> Subject: [otrs] Closed tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAPrubvrongH=KEw=SKo5ynwcB07mb9sjpSK8L5dzFPOxzODsUg(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello, Anyone know how I can re-open an ticket that are closed?

1 0

Closed tickets
by Jean BROW 21 Mar '13

21 Mar '13

Hello, Anyone know how I can re-open an ticket that are closed?

3 4

UPDATE -- Upgrade from 3.0 to 3.1 - DB Migration fails after step 5
by Bean, Scott 21 Mar '13

21 Mar '13

Sending this out again with some new information: **UPDATE** I was able to get our test machine upgraded by commenting out steps 1 through 5 in the DBUpgrade-to-3.1.pl script after it times out. Then I had to comment out lines 6 through 8 after the script timed out again (after step 8 ). Then the script would finish. I don't think anything was corrupted, but when I migrate production I really don't want to comment out code. I have tried increasing every timeout value I can think of both in Apache on the OTRS box and in MySQL on the DB machine. Does anyone have an idea for what timeout is causing the error below? ________________________________ I am attempting to run the DBUpgrade-to-3.1.pl script and get as far as step 5. After it finishes going through our rather large database (100000+) everything after step 5 fails. I saw another post where someone had the same error as me, and they mentioned increasing their mysql timeout. Anyone know what and where exactly needs to be changed so I can finish the upgrade? Here is the error I get: Migrated ticket 102000 of 102282 (with Free fields data). Migrated ticket 102100 of 102282 (with Free fields data). Migrated ticket 102200 of 102282 (with Free fields data). Migrated 102282 tickets of 102282 (with Free fields data). done. Step 6 of 24: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 Free fields were deleted, migration is already done! done. Step 7 of 24: Verify if ticket data was successfully migrated... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 Free fields were deleted, migration is already done! done. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 Step 8 of 24: Verify if article data was successfully migrated... Free fields were deleted, migration is already done! done. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 618. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT id, name, field_order FROM dynamic_field ORDER BY field_order, id' Traceback (30197): Module: Kernel::System::DynamicField::DynamicFieldList (v1.56.2.2) Line: 695 Module: main::_MigrateFreeFieldsConfiguration (v1.85) Line: 1095 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 139 Can't use an undefined value as a HASH reference at ./DBUpdate-to-3.1.pl line 1100. Step 9 of 24: Migrate free fields configuration... Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu [cid:image001.gif@01C96A96.DC53D510]<https://mcp.support.microsoft.com/profile/Pinter> This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

1 0

Schedule
by Luchtman, Kurt 21 Mar '13

21 Mar '13

I know I can have OTRS auto assign tickets, but is there a way for me to put a agents work schedule in so that OTRS takes into account the schedule and their current load? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

1 0

"Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."
by Marty Hillman 20 Mar '13

20 Mar '13

I have Googled and screwed around with Config.pm for hours. The configuration is creating agents in the database appropriately, but it is not creating users in the customer database. I am using this as in internal system only, so there is no outside access. I want any user to be able to use their AD credentials to log on. If there is not an account in OTRS, it should create one for them. Anyone have any thoughts on what I am overlooking? Here is my /opt/otrs/Kernel/Config.pm. I copied and pasted from several Google results and modified for my own information. It does validate the password is correct for the customer, but does not add them to the database if they don't exist. # ---------------------------------------------------- # # http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_a… # # ---------------------------------------------------- # # This is an example configuration for using an MS AD backend $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '172.16.10.21'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group OTRS_Agents to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # Bind credentials to log into AD $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com'; $Self->{'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)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = ''; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Now sync data with OTRS DB $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '172.16.10.21'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'password'; $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', ]; # ---------------------------------------------------- # # Customer authentication section # # ---------------------------------------------------- # $Self->{'SecureMode'} = '1'; # The name to be used for this server when constructing URLs in email $Self-> {'FQDN'} = 'otrsdev.domain.com'; #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.16.10.21'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = ''; # $Self->{'AuthModule::LDAP::Die'} = 1; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '172.16.10.21', BaseDN => 'DC=domain,DC=com', async => 0, port => 389, sscope => 'sub', timeout => 120, version => 3, UserDN => 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com'; UserPw => 'password', }, # Unique customer key/id CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', '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' ], ], }; # ---------------------------------------------------- #

6 35

Customer Notification on Owner Change
by Karsten Becker 20 Mar '13

20 Mar '13

Hi, I would like to send out an email to the customer if the supporter gets owner of the ticket. I found some manuals, but they don't seem to work. What I do: * Admin -> Notifications (Event) * Create a new one ** Name: Foo ** Recipient groups: Customer ** Event: TicketOwnerUpdate ** Subject: Bar ** Text: Blah Blah ** Notification article type: email-notification-ext (this was the preset) ** Validity: valid ** Comment: Blah Blah But it doesn't seem to work. If I send a test to our helpdesk and close this ticket (as agent in the webgui), I'm getting no email. Regards Karsten

2 5

References
by Kristofer 20 Mar '13

20 Mar '13

Hello, I've been using OTRS personally for quite some time, but we are looking for a new ticket system (currently using RT) at my place of employment. Beyond showing my boss demos of a system and how it works, he also wants references from people who are currently using it as an IT Help Desk and/or Sales/Customer Service Help Desk scenario. Is there anyone out there reading this who would be willing to be a reference with your thoughts/experience on OTRS? Thanks, Kris

1 0

Use of uninitialized value
by Karsten Becker 20 Mar '13

20 Mar '13

Hi folks! I upgraded to OTRS 3.2.3 from 3.1.6 two hours ago and have a problem. When writing a test email to my helpdesk, I get the following error emails from OTRS to our management email address. Subject: > Cron <otrs@XXX01> $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null In the body, I have multiple lines saying: > Use of uninitialized value in hash element at /opt/otrs-3.2.3/Kernel/System/Ticket/Event/NotificationEvent.pm line 53. If I take a look in my Apache logs, I find corresponding entries which look like: > [Wed Mar 20 16:11:35 2013] [error] [client 192.168.AAA.BBB] [Wed Mar 20 16:11:35 2013] index.pl: Use of uninitialized value in hash element at /opt/otrs-3.2.3/bin/cgi-bin/../../Kern > el/System/Ticket/Event/NotificationEvent.pm line 53., referer: https://XXX.YYY.local/otrs/index.pl?Action=AgentTicketClose;TicketID=8281 The whole system seems to behave normally. It sends out emails, even the automatic replies for new incoming requests. But, for whatever reason, it produces these error emails. Has somebody an idea how to track down the problem to get rid of it? Regards Karsten

2 5

Error if KIX installed
by Darshak Modi 20 Mar '13

20 Mar '13

Wed Mar 20 15:56:46 2013] [error] Can't call method "GetRegisteredCustomPackages" on an undefined value at /opt/otrs/KIXCore/Kernel/Output/HTML/LayoutLoader.pm line 576.\n Can any one help? The package looks good with some features, so we are trying to use it.

1 0

fusion inventory and otrs
by ravi shanker 19 Mar '13

19 Mar '13

hi, need information regarding otrs integration with fusion inventory,what are prerequisites etc.we are planning to use this for asset management

2 1

Is OTRS Helpdesk ITIL Compliant?
by Jignesh Kakka (jkakka) 19 Mar '13

19 Mar '13

AS per documents , I only see OTRS ITSM as ITIL Compliant. Is OTRS Helpdesk 3.1.7 also ITIL compliant ? Thanks, JIgnesh

6 9

DBUpdate-to-3.2 errors during upgrade from 3.1.12 -> 3.2.2
by Ralf Hildebrandt 18 Mar '13

18 Mar '13

otrs:/opt/otrs# bin/otrs.CheckDB.pl Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs Connected. otrs:/opt/otrs# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists INFO: Foreign key constraint FK_article_flag_article_id_id does not exist, skipping. INFO: Foreign key constraint FK_article_flag_article_id_id does not exist, skipping. INFO: Foreign key constraint FK_article_flag_create_by_id does not exist, skipping. INFO: Foreign key constraint FK_article_flag_create_by_id does not exist, skipping. ERROR 1091 (42000) at line 37: Can't DROP 'article_flag_create_by'; check that column/key exists ERROR 1091 (42000) at line 41: Can't DROP 'ticket_queue_view'; check that column/key exists Should I worry? So far everything seems to be in perfect working order! Also, the TABLE group_users had two full text indices which I had to remove due to the chamge from myisam -> innodb. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

2 3

How to see total,open,close ticket on Dashboard
by Darshak Modi 18 Mar '13

18 Mar '13

On DashBoard, We need Counter of Total, Open, Close, New tickets. And list of New/Open ticket may 15-20 per page. Is it possible? How to do? Also: When we create search template, is it possible to have a menu and list inside that, that's visible to some Agent, or Admin.

1 0

LDAP-Customer
by Yousef Hamad 15 Mar '13

15 Mar '13

Hi, I have problem in configuring Customer OTRS Errors: Mar 15 18:06:48 localhost OTRS-CGI-10[2372]: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'obadwan' (REMOTE_ADD$ Mar 15 18:06:48 localhost OTRS-CGI-10[2372]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:614]: 000004DC: LdapErr: DSID-0C0906E8, comment: In $ Mar 15 18:06:48 localhost From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alvaro Cordero Sent: Wednesday, March 13, 2013 11:08 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant? Hello, as per our research, it was certified but according to information directly from Pink Elephant the certification expired and from OTRS they informed to us that there was no interest on renewing it. Check link below http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285 Off course that doesn't mean OTRS is or will not continue being as good as it has been, just there was no renewal process of the certification. Best Regards. 2013/3/13 Leonardo Certuche <leonardo.certuche(a)itconsultores.com.co<mailto:leonardo.certuche@itconsultores.com.co>> Hello, Take a look at this link: http://www.pinkelephant.com/Templates/PinkVERIFY.aspx?id=1702&terms=otrs there you'll find only OTRS::ITSM 2.0 On 13 March 2013 06:53, Jignesh Kakka (jkakka) <jkakka(a)cisco.com<mailto:jkakka@cisco.com>> wrote: AS per documents , I only see OTRS ITSM as ITIL Compliant. Is OTRS Helpdesk 3.1.7 also ITIL compliant ? Thanks, JIgnesh --------------------------------------------------------------------- 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 -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net<mailto:alvaro@gridshield.net> www.gridshield.net<http://www.gridshield.net> _______________________________________________________________________________________________________________________________________________________________________________________________________________ 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

Re: [otrs] getting error when new ticket arrives and try to click anywhere in interface
by Gerald Young 15 Mar '13

15 Mar '13

https://www.google.com/search?q=site:forums.otterhub.org+nagiosacknowledge+… On Fri, Mar 15, 2013 at 5:57 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > When ticket comes or on some events, the page throws error Contact your > system admin. **** > > The Agent gets notification, and then on web browser the error comes.**** > > ** ** > > ** ** > > If I delete cache, rebuild config and restart Apache the error goes.**** > > The Folder /opt/otrs/var has 777 permission.**** > > ** ** > > I had installed and uninstalled ITSM module and the error comes.**** > > ** ** > > Apache Logs**** > > -------------------------------------------------------------------**** > > The following log comes in apache.**** > > ** ** > > ** ** > > Fri Mar 15 15:12:07 2013] -e: Use of uninitialized value in concatenation > (.) or string at /opt/otrs//Kernel/Output/HTML/DashboardCalendar.pm line > 145.**** > > [Fri Mar 15 15:14:14 2013] -e: Use of uninitialized value in concatenation > (.) or string at > /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/DashboardCalendar.pm line > 145.**** > > ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 15 15:15:16 2013*** > * > > ** ** > > Message: Need TicketID!**** > > ** ** > > RemoteAddress: 10.115.1.54**** > > RequestURI: /otrs/ > index.pl?Action=AgentTicketLock;Subaction=Unlock;TicketID=27;ChallengeToken=cb759384ba97697d5bf1de0586140c97 > ;**** > > ** ** > > Traceback (22573): **** > > Module: Kernel::System::Ticket::Event::NagiosAcknowledge::Run (v1.12) > Line: 50**** > > Module: Kernel::System::EventHandler::EventHandler (v1.17) Line: 245*** > * > > Module: Kernel::System::Ticket::TicketLockSet (v1.587) Line: 3595**** > > Module: Kernel::Modules::AgentTicketLock::Run (v1.19) Line: 106**** > > Module: Kernel::System::Web::InterfaceAgent::Run (v1.73) Line: 866**** > > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > (unknown version) Line: 46**** > > Module: (eval) (v1.94) Line: 204**** > > Module: ModPerl::RegistryCooker::run (v1.94) Line: 204**** > > Module: ModPerl::RegistryCooker::default_handler (v1.94) Line: 170**** > > Module: ModPerl::Registry::handler (v1.99) Line: 31**** > > ** ** > > [Fri Mar 15 15:16:15 2013] -e: Use of uninitialized value in concatenation > (.) or string at > /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/DashboardCalendar.pm line > 145.**** > > [Fri Mar 15 15:18:00 2013] [error] mkdir > /opt/otrs/var/tmp/CacheFileStorable/CacheInternalQueue/7/1: Permission > denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm > line 79.\n**** > > [Fri Mar 15 15:18:00 2013] [error] [client 10.115.1.54] client denied by > server configuration: /opt/otrs/favicon.ico**** > > [Fri Mar 15 15:18:05 2013] [error] mkdir > /opt/otrs/var/tmp/CacheFileStorable/CacheInternalTicket/5/b: Permission > denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm > line 79.\n**** > > ** ** > > --------------------------------------------------------------------- > 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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Re: [otrs] Ticket Escalation
by Gerald Young 15 Mar '13

15 Mar '13

You said: "Now I had closed the tickets, their state is new and closed successful." Pick one. They cannot be both. If new, escalation applies. If closed successful, (and unlocked?) no escalation should apply. On Fri, Mar 15, 2013 at 2:43 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > I understand New means when ticket comes the state is New.**** > > Closed Successful means closed by agent/customer. **** > > ** ** > > But Once ticket is Closed, there should not be escalation notifications > coming to agent.**** > > ** ** > > ** ** > > ** ** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 15 March 2013 PM 12:12 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Ticket Escalation**** > > ** ** > > New and closed successful are mutually exclusive states. **** > > On Mar 15, 2013 1:12 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> > wrote:**** > > Hey guys,**** > > **** > > May be this a silly question, but I am evaluating OTRS and I am not > technical that strong.**** > > **** > > I have created demo tickets, with Queue based escalation, Now I had closed > the tickets, their state is new and closed successful.**** > > **** > > Still I am receiving escalation emails for those tickets? Is it correct > behaviour or some configuration mistake?**** > > **** > > **** > > > --------------------------------------------------------------------- > 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 >

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getting error when new ticket arrives and try to click anywhere in interface
by Darshak Modi 15 Mar '13

15 Mar '13

When ticket comes or on some events, the page throws error Contact your system admin. The Agent gets notification, and then on web browser the error comes. If I delete cache, rebuild config and restart Apache the error goes. The Folder /opt/otrs/var has 777 permission. I had installed and uninstalled ITSM module and the error comes. Apache Logs ------------------------------------------------------------------- The following log comes in apache. Fri Mar 15 15:12:07 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Output/HTML/DashboardCalendar.pm line 145. [Fri Mar 15 15:14:14 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/DashboardCalendar.pm line 145. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 15 15:15:16 2013 Message: Need TicketID! RemoteAddress: 10.115.1.54 RequestURI: /otrs/index.pl?Action=AgentTicketLock;Subaction=Unlock;TicketID=27;Challenge Token=cb759384ba97697d5bf1de0586140c97; Traceback (22573): Module: Kernel::System::Ticket::Event::NagiosAcknowledge::Run (v1.12) Line: 50 Module: Kernel::System::EventHandler::EventHandler (v1.17) Line: 245 Module: Kernel::System::Ticket::TicketLockSet (v1.587) Line: 3595 Module: Kernel::Modules::AgentTicketLock::Run (v1.19) Line: 106 Module: Kernel::System::Web::InterfaceAgent::Run (v1.73) Line: 866 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.94) Line: 204 Module: ModPerl::RegistryCooker::run (v1.94) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.94) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Fri Mar 15 15:16:15 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/DashboardCalendar.pm line 145. [Fri Mar 15 15:18:00 2013] [error] mkdir /opt/otrs/var/tmp/CacheFileStorable/CacheInternalQueue/7/1: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm line 79.\n [Fri Mar 15 15:18:00 2013] [error] [client 10.115.1.54] client denied by server configuration: /opt/otrs/favicon.ico [Fri Mar 15 15:18:05 2013] [error] mkdir /opt/otrs/var/tmp/CacheFileStorable/CacheInternalTicket/5/b: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm line 79.\n

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Re: [otrs] Ticket Escalation
by Gerald Young 15 Mar '13

15 Mar '13

New and closed successful are mutually exclusive states. On Mar 15, 2013 1:12 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> wrote: > Hey guys,**** > > ** ** > > May be this a silly question, but I am evaluating OTRS and I am not > technical that strong.**** > > ** ** > > I have created demo tickets, with Queue based escalation, Now I had closed > the tickets, their state is new and closed successful.**** > > ** ** > > Still I am receiving escalation emails for those tickets? Is it correct > behaviour or some configuration mistake?**** > > ** ** > > ** ** > > --------------------------------------------------------------------- > 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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Re: [otrs] Ticket Escalation
by Darshak Modi 15 Mar '13

15 Mar '13

Can it be because I have enabled Escalation emails in GenericAgent.pm? From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Darshak Modi Sent: 15 March 2013 AM 10:39 To: 'User questions and discussions about OTRS.' Subject: [otrs] Ticket Escalation Hey guys, May be this a silly question, but I am evaluating OTRS and I am not technical that strong. I have created demo tickets, with Queue based escalation, Now I had closed the tickets, their state is new and closed successful. Still I am receiving escalation emails for those tickets? Is it correct behaviour or some configuration mistake?

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Ticket Escalation
by Darshak Modi 15 Mar '13

15 Mar '13

Hey guys, May be this a silly question, but I am evaluating OTRS and I am not technical that strong. I have created demo tickets, with Queue based escalation, Now I had closed the tickets, their state is new and closed successful. Still I am receiving escalation emails for those tickets? Is it correct behaviour or some configuration mistake?

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Re: [otrs] In Agent Notification is it possible to configure value arrived of cc, to fields of original mail
by Steven Carr 14 Mar '13

14 Mar '13

Look at Agent Notifications in Admin, edit the notification and add in the variables you require. Please try to figure things out and have a go instead of just asking how to do things. Steve On 14 March 2013 11:01, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hello, > > > > If mail arrives , it has to:/cc:. In Agent Notification, is it possible to > add show those values ? > > > > By adding some variables.. like we add Customer Firstname and etc. > > ?? > > > --------------------------------------------------------------------- > 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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In Agent Notification is it possible to configure value arrived of cc, to fields of original mail
by Darshak Modi 14 Mar '13

14 Mar '13

Hello, If mail arrives , it has to:/cc:. In Agent Notification, is it possible to add show those values ? By adding some variables.. like we add Customer Firstname and etc. ??

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Re: [otrs] Mail fetching
by Steven Carr 14 Mar '13

14 Mar '13

Well it depends on how you are polling for emails, I'll assume you're using POP or IMAP in which case no you don't need to uncomment fetchmail. What happens when you run otrs.PostMasterMailbox.pl manually from the cli (you need to be the OTRS user account when doing this)? And check your cron logs to see if cron is actually starting the otrs.PostMasterMailbox.pl command periodically. Steve On 14 March 2013 07:55, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hi, > > I have configured Postmaster email and installed cron also. > > > > > > Do i need to uncomment fetchmail lines? > > > > Or as in default > > otrs.PostMasterMailbox.pl will do the job? > > > > Currently the default doesn’t fetch mails. I have to fetch from GUI > manually. > > > > > > Thanks > > Darshak > > > --------------------------------------------------------------------- > 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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Mail fetching
by Darshak Modi 14 Mar '13

14 Mar '13

Hi, I have configured Postmaster email and installed cron also. Do i need to uncomment fetchmail lines? Or as in default otrs.PostMasterMailbox.pl will do the job? Currently the default doesn't fetch mails. I have to fetch from GUI manually. Thanks Darshak

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How show or hide impact & priority fields depending on ticket state
by Antonio Sarmiento 13 Mar '13

13 Mar '13

Hi, I want classified (Impact &priority, dynamic fields, service, and other fields), for new tickets coming from emails, for this reason, I want to do that using AgentTicketNote, but due to internal definitions, priority must be update only by first level or supervisor. But AgentTicketNote is used by all the IT staff, for this I think is possible show or hide impact & priority fields but only for state=new Is possible to do that? I appreciate your help Best regards Antonio Sarmiento

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Re: [otrs] Installing with Apache, Oracle
by Leonardo Certuche 13 Mar '13

13 Mar '13

Hello And what is written on the log when you try to visit http://localhost/otrs/index.pl ? On 12 March 2013 05:57, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hello,**** > > ** ** > > I am trying to install with Apache, Oracle on linux. **** > > I have included otrs.conf in httpd.conf file.**** > > ** ** > > But I get following error in http log.**** > > ** ** > > Attempt to serve directory: /opt/otrs/bin/cgi-bin/**** > > ** ** > > I am trying to access http://localhist/otrs, but the above error occurs.** > ** > > ** ** > > ** ** > > --------------------------------------------------------------------- > 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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Re: [otrs] Email CC Field
by Steven Carr 13 Mar '13

13 Mar '13

If the ticket is new then you will need to either dispatch to queue in which case it will go into the queue you specify, or create a postmaster filter rule to look at the CC value and then set the appropriate queue. Steve On 13 March 2013 11:49, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Consuder, The ticket is new only > > I guess for old ticket, it will have ticket id, so it will fetch and add to > that queue only? > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Steven Carr > Sent: 13 March 2013 PM 05:20 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Email CC Field > > You need to enable Ticket -> Core::PostMaster -> > PostmasterFollowUpSearchInReferences > > This will check the email references to see if they match an existing ticket > and then add the email to that ticket. > > Steve > > > > On 13 March 2013 11:37, Darshak Modi <darshak.modi(a)elitecore.com> wrote: >> If email is sent as cc, in which queue it will be sent? >> >> >> >> How will it be checked? ,I guess, here Dispatch by To: will not work. >> >> But will Dispatch by Queue work ? >> >> >> >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Re: [otrs] Email CC Field
by Gerald Young 13 Mar '13

13 Mar '13

Darshak, please take a moment to reflect on the question that you wrote. You would not ask it if you had tried it first. On Mar 13, 2013 7:41 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> wrote: > If email is sent as cc, in which queue it will be sent?**** > > ** ** > > How will it be checked? ,I guess, here Dispatch by To: will not work.*** > * > > But will Dispatch by Queue work ? **** > > ** ** > > ** ** > > --------------------------------------------------------------------- > 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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Re: [otrs] Email CC Field
by Steven Carr 13 Mar '13

13 Mar '13

You need to enable Ticket -> Core::PostMaster -> PostmasterFollowUpSearchInReferences This will check the email references to see if they match an existing ticket and then add the email to that ticket. Steve On 13 March 2013 11:37, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > If email is sent as cc, in which queue it will be sent? > > > > How will it be checked? ,I guess, here Dispatch by To: will not work. > > But will Dispatch by Queue work ? > > > > > > > --------------------------------------------------------------------- > 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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Email CC Field
by Darshak Modi 13 Mar '13

13 Mar '13

If email is sent as cc, in which queue it will be sent? How will it be checked? ,I guess, here Dispatch by To: will not work. But will Dispatch by Queue work ?

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Auto close child tickets
by Pc Abrantes 12 Mar '13

12 Mar '13

Hello guys, is there any way to close all child tickets when closing a parent one? Yours cordially, -- *Paulo Cesar Abrantes*

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Re: [otrs] Error oracle + otrs
by Gerald Young 12 Mar '13

12 Mar '13

https://www.google.com/search?q=site:forums.otterhub.org+oracle This is what I'm doing. Otherwise, seek paid professional assistance. On Tue, Mar 12, 2013 at 9:35 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > I did installed all said Oracle rpms, installed DBD:Oracle from CPAN using > perl.**** > > Still getting same error. **** > > ** ** > > Any suggestions?**** > > ** ** > > ** ** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 12 March 2013 PM 06:07 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Error oracle + otrs**** > > ** ** > > http://forums.otterhub.org/viewtopic.php?t=10699**** > > ** ** > > On Tue, Mar 12, 2013 at 8:29 AM, Darshak Modi <darshak.modi(a)elitecore.com> > wrote:**** > > Checked**** > > **** > > 1. My directory is pointed to /opt/otrs, which is not empty.**** > > 2. Also had added in ld.so.conf.d the path of oracle lib.**** > > 3. After ldconfig, i got warning but my files are there in lib > folder.**** > > **** > > Dont know how to solve, any other suggestion ???**** > > **** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 12 March 2013 PM 05:17**** > > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Error oracle + otrs**** > > **** > > https://forums.oracle.com/forums/thread.jspa?messageID=9422842**** > > **** > > On Tue, Mar 12, 2013 at 7:39 AM, Darshak Modi <darshak.modi(a)elitecore.com> > wrote:**** > > Yes tried all.**** > > **** > > Like adding LD_LIBRABY_PATH,**** > > Chmod**** > > Chown**** > > **** > > failed: Can't load > '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: > No such file or directory at > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n > at (eval 100) line 3.\nCompilation failed in require at (eval 100) line > 3.\nPerhaps a required shared library or dll isn't installed where > expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n**** > > **** > > **** > > I have those files also.**** > > #locate libclntsh.so.10.1**** > > /u01/app/product/10.2.0/lib/libclntsh.so.10.1**** > > /u01/app/product/10.2.0/lib32/libclntsh.so.10.1**** > > **** > > **** > > All different tries.. but no success J**** > > **** > > **** > > **** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 12 March 2013 PM 04:53 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Error oracle + otrs**** > > **** > > Did you try to use a popular search engine on the can't load error? **** > > On Mar 12, 2013 7:13 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> > wrote:**** > > Can any one help ?**** > > **** > > **** > > nstall_driver(Oracle) failed: Can't load > '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: > No such file or directory at > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n > at (eval 100) line 3.\nCompilation failed in require at (eval 100) line > 3.\nPerhaps a required shared library or dll isn't installed where > expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n**** > > **** > > **** > > **** > > I have included ORACLE_HOME in otrs.conf, /etc/profile also.**** > > **** > > **** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > **** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > ** ** > > --------------------------------------------------------------------- > 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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Re: [otrs] Error oracle + otrs
by Gerald Young 12 Mar '13

12 Mar '13

http://forums.otterhub.org/viewtopic.php?t=10699 On Tue, Mar 12, 2013 at 8:29 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > Checked**** > > ** ** > > **1. **My directory is pointed to /opt/otrs, which is not empty.**** > > **2. **Also had added in ld.so.conf.d the path of oracle lib.**** > > **3. **After ldconfig, i got warning but my files are there in lib > folder.**** > > ** ** > > Dont know how to solve, any other suggestion ???**** > > ** ** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 12 March 2013 PM 05:17 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Error oracle + otrs**** > > ** ** > > https://forums.oracle.com/forums/thread.jspa?messageID=9422842**** > > ** ** > > On Tue, Mar 12, 2013 at 7:39 AM, Darshak Modi <darshak.modi(a)elitecore.com> > wrote:**** > > Yes tried all.**** > > **** > > Like adding LD_LIBRABY_PATH,**** > > Chmod**** > > Chown**** > > **** > > failed: Can't load > '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: > No such file or directory at > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n > at (eval 100) line 3.\nCompilation failed in require at (eval 100) line > 3.\nPerhaps a required shared library or dll isn't installed where > expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n**** > > **** > > **** > > I have those files also.**** > > #locate libclntsh.so.10.1**** > > /u01/app/product/10.2.0/lib/libclntsh.so.10.1**** > > /u01/app/product/10.2.0/lib32/libclntsh.so.10.1**** > > **** > > **** > > All different tries.. but no success J**** > > **** > > **** > > **** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 12 March 2013 PM 04:53 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Error oracle + otrs**** > > **** > > Did you try to use a popular search engine on the can't load error? **** > > On Mar 12, 2013 7:13 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> > wrote:**** > > Can any one help ?**** > > **** > > **** > > nstall_driver(Oracle) failed: Can't load > '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: > No such file or directory at > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n > at (eval 100) line 3.\nCompilation failed in require at (eval 100) line > 3.\nPerhaps a required shared library or dll isn't installed where > expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n**** > > **** > > **** > > **** > > I have included ORACLE_HOME in otrs.conf, /etc/profile also.**** > > **** > > **** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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Re: [otrs] Error oracle + otrs
by Steven Carr 12 Mar '13

12 Mar '13

On 12 March 2013 12:29, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Checked > > > > 1. My directory is pointed to /opt/otrs, which is not empty. > > 2. Also had added in ld.so.conf.d the path of oracle lib. > > 3. After ldconfig, i got warning but my files are there in lib folder. > > > > Dont know how to solve, any other suggestion ??? Can you connect to the oracle database from the linux commandline? have you got the SQL*Plus client installed? If you can't even connect then this isn't the right mailing list to ask, you need to ask on an Oracle list or contact Oracle support. Steve

2 1

Re: [otrs] Error oracle + otrs
by Gerald Young 12 Mar '13

12 Mar '13

https://forums.oracle.com/forums/thread.jspa?messageID=9422842 On Tue, Mar 12, 2013 at 7:39 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > Yes tried all.**** > > ** ** > > Like adding LD_LIBRABY_PATH,**** > > Chmod**** > > Chown**** > > ** ** > > failed: Can't load > '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: > No such file or directory at > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n > at (eval 100) line 3.\nCompilation failed in require at (eval 100) line > 3.\nPerhaps a required shared library or dll isn't installed where > expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n**** > > ** ** > > ** ** > > I have those files also.**** > > #locate libclntsh.so.10.1**** > > /u01/app/product/10.2.0/lib/libclntsh.so.10.1**** > > /u01/app/product/10.2.0/lib32/libclntsh.so.10.1**** > > ** ** > > ** ** > > All different tries.. but no success J**** > > ** ** > > ** ** > > ** ** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 12 March 2013 PM 04:53 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Error oracle + otrs**** > > ** ** > > Did you try to use a popular search engine on the can't load error? **** > > On Mar 12, 2013 7:13 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> > wrote:**** > > Can any one help ?**** > > **** > > **** > > nstall_driver(Oracle) failed: Can't load > '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: > No such file or directory at > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n > at (eval 100) line 3.\nCompilation failed in require at (eval 100) line > 3.\nPerhaps a required shared library or dll isn't installed where > expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n**** > > **** > > **** > > **** > > I have included ORACLE_HOME in otrs.conf, /etc/profile also.**** > > **** > > **** > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

2 1

Stop SLA Clock
by Yousef Hamad 12 Mar '13

12 Mar '13

Hi steve, How can to prevent the SLA from continuing its time when ticket is pending. Thanks, Yousef. _______________________________________________________________________________________________________________________________________________________________________________________________________________ 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

Re: [otrs] Error oracle + otrs
by Gerald Young 12 Mar '13

12 Mar '13

Did you try to use a popular search engine on the can't load error? On Mar 12, 2013 7:13 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> wrote: > Can any one help ?**** > > ** ** > > ** ** > > nstall_driver(Oracle) failed: Can't load > '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: > No such file or directory at > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n > at (eval 100) line 3.\nCompilation failed in require at (eval 100) line > 3.\nPerhaps a required shared library or dll isn't installed where > expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n**** > > ** ** > > ** ** > > ** ** > > I have included ORACLE_HOME in otrs.conf, /etc/profile also.**** > > ** ** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

2 1

Error oracle + otrs
by Darshak Modi 12 Mar '13

12 Mar '13

Can any one help ? nstall_driver(Oracle) failed: Can't load '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n at (eval 100) line 3.\nCompilation failed in require at (eval 100) line 3.\nPerhaps a required shared library or dll isn't installed where expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n I have included ORACLE_HOME in otrs.conf, /etc/profile also.

1 0

Installing with Apache, Oracle
by Darshak Modi 12 Mar '13

12 Mar '13

Hello, I am trying to install with Apache, Oracle on linux. I have included otrs.conf in httpd.conf file. But I get following error in http log. Attempt to serve directory: /opt/otrs/bin/cgi-bin/ I am trying to access http://localhist/otrs, but the above error occurs.

1 0

Agent statistic error message when I turn on this option. - Please help
by Zsolt Hajduk 12 Mar '13

12 Mar '13

Dear All, I just read the following instruction, which tell how can I activate the agent statistic. I got an error message when I want to activate this option: Framework -> Frontend::Agent::Stats => Stats::UseAgentElementInStats = yes Would you anyone help me about it? This message apear when I turn the options to yes. The Error message is the following: "Oops! An Error occurred.Error Message: Can't write ConfigItem! You can or go back to the previous page<https://otrs.profis.hu/otrs/index.pl>. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Mar 6 10:11:05 2013 Message: Can't write ConfigItem! Traceback (1774): Module: Kernel::Modules::AdminSysConfig::Run (v1.119.2.1) Line: 174 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 " Best regards, Zsolt

2 1

Hierarchical Dynamic Fields
by Marty Hillman 12 Mar '13

12 Mar '13

I am looking to utilize two dynamic fields for ticket entry where the dropdown in field 2 is dependent upon the entry in field 1. For example, in field 1 the user can select Problem or Request. If they select Problem, field 2 gives them a choice of email, printing phone, etc. If they select Request, they are offered website, login or other. I actually need to extend this a bit further with a primary field, but if someone can tell me how to create field 2 properly, I can work out the logic for the overly complicated scenario. I have been reading the documentation cover to cover but have not been able to figure out how to do this. Anyone have any ideas or suggestions for better initial setup documentation? Thanks! Marty

3 3

Move
by Luchtman, Kurt 11 Mar '13

11 Mar '13

I am at the end of my rope and am ready to hand this issue over to the E.O.D. to blow it up. I am trying to move from a physical server to a virtual server. I have installed the same version of OTRS (3.1.11) on the destination system. The only difference is the old system is CentOS 5.8 and the new system is 6.3. I have backed up the sql db and imported it. I can see that the data goes over with no problem. I can't log in to the unit to save my blood pressure. I even copied /opt/otrs to the new system to get the Config.pm and log in with my domain login and still nothing. What else can I do to get this transferred over? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

4 9

OTRS statistics with ticket owner? - Error message
by Zsolt Hajduk 11 Mar '13

11 Mar '13

Dear Michiel Beijen, I just read the following mail what you sent with the solution. I got an error message when I want to activate this option: Framework -> Frontend::Agent::Stats => Stats::UseAgentElementInStats = yes Would you be so kind to help me about it? I would be so happy if you can help me. The Error message is the following: "Oops! An Error occurred. Error Message: Can't write ConfigItem! You can or go back to the previous page<https://otrs.profis.hu/otrs/index.pl>. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Mar 6 10:11:05 2013 Message: Can't write ConfigItem! Traceback (1774): Module: Kernel::Modules::AdminSysConfig::Run (v1.119.2.1) Line: 174 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 " Best regards, Zsolt

2 2

Hi
by Yousef Hamad 11 Mar '13

11 Mar '13

Hi Stev, Can you show me what you configured on your system I don't want exactly but what scripts need to put on Kernel/Config.pm . What process is need to perform on windows server 2008. Thanks, Yousef _______________________________________________________________________________________________________________________________________________________________________________________________________________ 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

Report generator
by Bruno Cardon 11 Mar '13

11 Mar '13

Dear, Is it possible to generate a report like this using the report generator (stats) ? Customer Ticketnumber Queue Movement (count of status updates Status Age

2 1

Re: [otrs] SLA attached to priority
by Steven Carr 11 Mar '13

11 Mar '13

AFAIK you can't, but this is something I wish they would fix/add. I don't implement services (and don't want to) and just have the one standard SLA against the queue, but it would be much better to attach SLAs to priorities. Steve On 10 March 2013 06:57, Yousef Hamad <yhamad(a)aspire-infotech.net> wrote: > Hi steve, > > How can I link SLA to Priority Not to Service . > > Thanks. > Yousef.

3 5

Postmaster Filter not quite doing what it should
by Steven Carr 10 Mar '13

10 Mar '13

Hi list, I have an issue with Postmaster Filters and wondered if anyone had seen a similar issues or knew why it was doing this... On the IMAP configuration "Trusted" is set to "Yes" and "Dispatching" is set to "by email To: field". I have a filter setup which looks at the "To" address for "EMAILADDRESS:root@(.+)" and then sets the X-OTRS-FollowUp-Queue to "Systems". As you can see from the log snippet that is working as expected, but the email is never placed in the Systems queue, it stays in the "Postmaster" queue. OTRS-otrs.PostMasterMailbox.pl-27 IMAPS: Fetched 1 email(s) from xxx(a)domain.eu/mail.domain.com. OTRS-otrs.PostMasterMailbox.pl-27 New Ticket [20130307272790/test] created (TicketID=4039,Queue=Postmaster,Priority=4 Low,State=new) OTRS-otrs.PostMasterMailbox.pl-27 Filter: 'root@ (to->Systems)' Stopped filter processing because of used 'StopAfterMatch' (Message-ID: <20130307122529.71B8F4006EE(a)server.domain.com>) OTRS-otrs.PostMasterMailbox.pl-27 Filter: 'root@ (to->Systems)' Set param 'X-OTRS-FollowUp-Queue' to 'Systems' (Message-ID: <20130307122529.71B8F4006EE(a)server.domain.com>) Anyone any ideas? it's driving me nuts. Steve

2 2

Re: [otrs] Move
by "LQ Marshall" 08 Mar '13

08 Mar '13

There are certainly those who know more than i, but details are needed. What do the logs say? Is apache started? What about it's logs... etc. ----- Original Message ----- From: "Luchtman, Kurt" <kurt.luchtman(a)dhhs.nc.gov> To: "otrs(a)otrs.org" <otrs(a)otrs.org> Sent: 03/08/2013 3:10 PM Subject: [otrs] Move I am at the end of my rope and am ready to hand this issue over to the E.O.D. to blow it up. I am trying to move from a physical server to a virtual server. I have installed the same version of OTRS (3.1.11) on the destination system. The only difference is the old system is CentOS 5.8 and the new system is 6.3. I have backed up the sql db and imported it. I can see that the data goes over with no problem. I can't log in to the unit to save my blood pressure. I even copied /opt/otrs to the new system to get the Config.pm and log in with my domain login and still nothing. What else can I do to get this transferred over? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail. --------------------------------------------------------------------- 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

Image Source Files
by Bean, Scott 07 Mar '13

07 Mar '13

Maybe this list is not the right one to ask, but here goes: I am developing a custom agent skin for our organization. I need to adjust the colors on the different icons, and have found the source files for the OTRS Helpdesk basic install. We also have other packages installed, such as ITSM and Time Accounting. Is there a place to get the source files for the images related to those packages? I have been working at changing the .png files, but it is very time consuming and would be much easier if I could work on .psd files like the basic helpdesk install has. Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

1 0

CustomerTicketView how to hide system-email-notyfication-ext
by Emilia Starzak 07 Mar '13

07 Mar '13

Hi, Is there any possibilities to hide for Customer in his/her TicketView articles sent by system type: email-notyfication-ext? Kind regards Emi

2 2

OTRS and attached images
by Ralf Hildebrandt 07 Mar '13

07 Mar '13

Users tend to send us screenshots of the error messages they're seeing. OTRS displays the attachments as links, once an agent clicks on the link, the file is being downloaded. Only then the agent can use a image viewer to look at the file. Is there any way of configuring OTRS in a way that allows displaying the images in a separate tab/browser window? -- 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

Re: [otrs] Ticket update and reply via mail only
by Gerald Young 07 Mar '13

07 Mar '13

> All agent will not be part of test alias. So OTRS has to send email to agents. Once this ticket arrived to agents it has ticket id and then agent will respond via email. > OTRS will have more agents than that are in Alias , which should get notification So there might be some OTRS agents getting double notification? On Wed, Mar 6, 2013 at 8:07 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > Pl check comments/queries inline.**** > > ** ** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 06 March 2013 PM 06:21 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Ticket update and reply via mail only**** > > ** ** > > "Test is alias, so when mail comes, the agents in the alias will get > the mail"**** > > Well, this is a problem, right off the bat. There's no ticket number yet. > OTRS will just create tickets. If the agents respond to this, they are > either going to respond to test(a)test.com (why? The customer sent an > email, and unless test(a)test.com is a proper mailing list, it's *just* a > distribution list/alias/mailing group. Replies will go directly to the > customer.)**** > > If the agent is smart enough to remember, the agent should be replying to > customer AND otrs. Don't get me started if the agent chooses to reply to > customer AND test... **** > > There's still no ticket number.**** > > -à All agent will not be part of test alias. So OTRS has to send email to > agents. Once this ticket arrived to agents it has ticket id and then agent > will respond via email.**** > > If Agent has ID, alias that is monitored by OTRS[ in > to/cc],customer email and he responds with all, the mail should be recorded > to OTRS**** > > **** > > "OTRS will update agents that ticket arrived."**** > > Why bother? test already told them. Now they've been told twice. **** > > àOTRS will have more agents than that are in Alias , which should get > notification.**** > > ** ** > > "The agent will respond back via email to customer, [may manually > add customer emails,]"**** > > No, the agent responds to OTRS. It's the only way you're going to track > this. OR, more properly, the agent uses the OTRS web page to reply to the > customer.**** > > **è **Agent will have id of OTRS system, which is used to fetch mail . > here test(a)test.com**** > > **** > > ** ** > > "The same response[ as it has ticket id], should be updated in OTRS."**** > > When? If the agent responds to the email that arrives via test, it won't > get a ticket id.**** > > **è **When responded it will have ticket id.**** > > ** ** > > " If customer responds again [ as it has ticket id], it should get > updated in OTRS and [if has other mail ids, should reach to them also.]"** > ** > > This would work, (CCs and BCCs will be obeyed, naturally).**** > > ** ** > > ** ** > > ** ** > > ** ** > > On Wed, Mar 6, 2013 at 6:08 AM, Susan Dittmar <S.Dittmar(a)eureca.de> wrote: > **** > > Darshak Modi schrieb:**** > > ** ** > > The case is > > 1. Customer sends an email to test(a)test.com > 2. Test is alias, so when mail comes, the agents in the alias will get the > mail. And OTRS will also get email. OTRS will update agents that ticket > arrived. > 3. The agent will respond back via email to customer, [may manually add > customer emails,] 4. The response should reach to customer > 5. The same response[ as it has ticket id], should be updated in OTRS. > 6. If customer responds again [ as it has ticket id], it should get updated > in OTRS and [if has other mail ids, should reach to them also.]**** > > ** ** > > This *can* be done without the AddOn. > > You need to set up fetchmail/procmail to push the mails to test into the > correct queue. I never worked with OTRS' fetchmail filters, so I cannot > assist there (I use fetchmail/procmail program unter linux). > > The agents in the "test" group need to have "notification upon new > tickets" activated (don't know exact wording as I do use one of the > translation modules). In that case they receive a mail with ticket number > in header and the customer's words. > > When the agent answers, he needs to have customer's mail address *and* > OTRS's mail address in the to/cc/bcc fields. Ideally the customer should > use a mail account with OTRS's mail address as his address, then the > customer is not tempted to reply to the agent only. > > This way the agent's mail, as received by OTRS, will be added to the > ticket. Unfortunately it will be added as a customer's follow-up, and > notifications will be sent as if a customer sent a follow-up mail. > > If the customer replies again and uses OTRS's mail address again (see > agent's mail client setting, above), then this reply will be added to the > ticket as another follow-up, and those agents for whom notification about > follow-ups is set will be notified.**** > > > > Hope this helps, > > Susan > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs**** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

2 1

dynamic field values in agent notifications
by Isaac Gonzalez 07 Mar '13

07 Mar '13

Greeting OTRS fellow users...I have a dynamic field (just text) that customers are required to fill in in the new ticket interface and it works well...I can see it when I access the ticket in zoom view just fine...but I would like to take this a step further and get that value in the agent notification email... So I tried using <OTRS_TICKET_PhoneNumField> to grab this field from the ticket data in the new ticket notification, but unfortunately its blank when the email arrives... PhoneNumField is my dynamic field key value by the way. Is this even possible....Perhaps not, but would be a nice feature... Otrs 3.1.x is what we are running by the way... Thanks, Isaac

2 3

Migrate
by Luchtman, Kurt 06 Mar '13

06 Mar '13

Does anyone have any tips on how to migrate OTRS 3.1.11 to a new server running 3.2.2-01? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

3 2

GenericAgent
by Yousef Hamad 06 Mar '13

06 Mar '13

Hi, I am given a project to perform, install OTRS,configure SLA,LDAP,Survey and GenericAgent. I had problem in how to configure the Generic Agent to work automatically . Thanks, Yousef Hamad. _______________________________________________________________________________________________________________________________________________________________________________________________________________ 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

4 16

Re: [otrs] Ticket update and reply via mail only
by Susan Dittmar 06 Mar '13

06 Mar '13

Darshak Modi schrieb: > The case is > > 1. Customer sends an email to test(a)test.com > 2. Test is alias, so when mail comes, the agents in the alias will get the > mail. And OTRS will also get email. OTRS will update agents that ticket > arrived. > 3. The agent will respond back via email to customer, [may manually add > customer emails,] > 4. The response should reach to customer > 5. The same response[ as it has ticket id], should be updated in OTRS. > 6. If customer responds again [ as it has ticket id], it should get updated > in OTRS and [if has other mail ids, should reach to them also.] This *can* be done without the AddOn. You need to set up fetchmail/procmail to push the mails to test into the correct queue. I never worked with OTRS' fetchmail filters, so I cannot assist there (I use fetchmail/procmail program unter linux). The agents in the "test" group need to have "notification upon new tickets" activated (don't know exact wording as I do use one of the translation modules). In that case they receive a mail with ticket number in header and the customer's words. When the agent answers, he needs to have customer's mail address *and* OTRS's mail address in the to/cc/bcc fields. Ideally the customer should use a mail account with OTRS's mail address as his address, then the customer is not tempted to reply to the agent only. This way the agent's mail, as received by OTRS, will be added to the ticket. Unfortunately it will be added as a customer's follow-up, and notifications will be sent as if a customer sent a follow-up mail. If the customer replies again and uses OTRS's mail address again (see agent's mail client setting, above), then this reply will be added to the ticket as another follow-up, and those agents for whom notification about follow-ups is set will be notified. Hope this helps, Susan

3 2

$HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null]
by Marco Ferreira 06 Mar '13

06 Mar '13

Hi, Curently I have been received this message when run the script otrs.PostMasterMailbox.pl from crontab. Do you have any ideia about this ? I have installed version otrs-3.2.1. Use of uninitialized value in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 772. Use of uninitialized value in length at /opt/otrs/Kernel/System/EmailParser.pm line 773. Use of uninitialized value in string eq at /opt/otrs/Kernel/System/EmailParser.pm line 777. Thanks in advance, Marco

1 0

Re: [otrs] Ticket update and reply via mail only
by Steven Carr 06 Mar '13

06 Mar '13

The "free" version doesn't support this. Agents have to reply via the web interface. Steve On 6 March 2013 09:34, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hi All, > > > > I am looking for system where > > . Customer mails and a ticket is created. [ customer send mail to mail alias > ] > > > > As the mail is to Mail Alias, group member will get it. > > He should also be notified via OTRS for ticket creation. > > The agent will reply to the mail [ received from otrs ,with some ticket id], > via email client, to any clients or others, and the same will be updated in > OTRS. > > > > OTRS will update the same ticket, if it has ticket id , the ticket with that > id will be keep updating. > > > > Here to or cc field can be any, but ticket id will recognize and update same > ticket. > > > > > > Is it possible with OTRS community edition ?? > > > > I see in Feature-ADD Ons , Agent Email Interface, but that is paid version; > > > > Thanks > > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

3 5

Re: [otrs] Ticket update and reply via mail only
by Susan Dittmar 06 Mar '13

06 Mar '13

Darshak Modi schrieb: > If ticket number is kept, then the value in to or cc or bcc field doesn't > make sense, and same ticket is getting updated? Correct. > It will update the ticket and that all updating is kept within OTRS if some > wants to reply/check through web interface right ? Right. Hope that helps, Susan

1 0

Ticket update and reply via mail only
by Darshak Modi 06 Mar '13

06 Mar '13

Hi All, I am looking for system where . Customer mails and a ticket is created. [ customer send mail to mail alias ] As the mail is to Mail Alias, group member will get it. He should also be notified via OTRS for ticket creation. The agent will reply to the mail [ received from otrs ,with some ticket id], via email client, to any clients or others, and the same will be updated in OTRS. OTRS will update the same ticket, if it has ticket id , the ticket with that id will be keep updating. Here to or cc field can be any, but ticket id will recognize and update same ticket. Is it possible with OTRS community edition ?? I see in Feature-ADD Ons , Agent Email Interface, but that is paid version; Thanks

1 0

Merge problem
by Ugo Bellavance 05 Mar '13

05 Mar '13

Hi, I have a problem with merged tickets (http://thread.gmane.org/gmane.comp.otrs.user/35440/) I didn't have much time to investigate the issue until today and I fount interesting log entries. I found out that it had to do with the fact that I renamed the default "Merged" state. When I rename it back to "Merged", I don't get any errors, but when I use another name for it (Fusionné, french translation), I get the errors below. Also, when renamed, the status of the child object remains "Waiting for agent", while when not renamed, the status of the child object is "Merged". I think that I may have the same problem with the "pending auto close" status. I don't have time to test right now and it is not something that we use a lot, but the last time I tested I think it happen something similar (ticket not close, error in the logs). For now I'll just change back the name of my merged status, but I'd be glad if the problem could be fixed. I'm running 3.0.13. Here is the error when we close the parent of a merged ticket when the merge status is not "Merged" ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013 Message: State 'merged' not found! Traceback (27197): Module: Kernel::System::State::StateGet (v1.48.2.1) Line: 246 Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5564 Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Tue Mar 5 11:03:44 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Log.pm line 161. ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013 Message: Need StateID or State! Traceback (27197): Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5573 Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thanks -

2 1

OTRS response from same emailid
by Kaushal Shriyan 05 Mar '13

05 Mar '13

Hi, I have a specific issue is that any email response from the OTRS is via a specific emailid "sameemaild(a)domain.com" for all the queues in OTRS. meaning when the recipient receives email it comes from " sameemaild(a)domain.com" Any clue? Regards, Kaushal

3 4

Subject can be change?
by BIRO Zoltan 05 Mar '13

05 Mar '13

Hi All, We would like to change the Subject field in AgentTicketZoom, is it possible to do somehow? Thanks! Zoltan

2 1

Keep Connection alive between app and database
by Bean, Scott 04 Mar '13

04 Mar '13

How do I keep my OTRS 3.2.2 machine from dropping the connection to the database server? We have a large database, and some queries take a while. It looks as if MySQL is completing the query but by the time it finishes the connection has been dropped. I tried changing the /etc/httpd/conf/httpd.conf file settings (both increasing the timeout value and turning on KeepAlive). I restarted the httpd service after both changes, but I still get connection drops. Any ideas? Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

1 0

How can I reset passwords for all customers?
by Bogdan Iosif 04 Mar '13

04 Mar '13

Hi, I need to perform a mass reset of all customer passwords, for security reasons (hundreds of accounts). Is there a shell script I can call to reset the password for each customer account? Can it be done directly from the database, without using Perl / OTRS framework? Thanks, Bogdan P.S:I thought this was the purpose of the otrs.SetPassword.pl script but it seems it only works for agent accounts.

4 8

New ImportExport-Modules for OTRS 3.2
by Anna Brakoniecka 03 Mar '13

03 Mar '13

Hi, there are new Import-Export-Modules that we have developed for OTRS 3.2. You can find and download them here for free: http://www.cape-it.de/free-otrs-community-additional-modules.html Thank you very much in advance for your feedback. Kind regards, Anna Brakoniecka ** Let meet us during the CeBIT in Hannover ** ** March, 5th-9th, Hall 6, Boot E16 ** ** Follow us http://twitter.com/capeit ** 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

Issue adding new Stats
by Bean, Scott 01 Mar '13

01 Mar '13

I am upgrading our test box to v3.2.1 - I have everything upgraded, but found an issue when trying to add a new report. This happens with either the ADD button on the overview page or when selecting NEW on the drop down. The page either takes a long time (as in 2 minutes or so) to load, times out and doesn't load at all, or acts as if it loads but puts the person right back on the screen they started from. I have searched the forums without much success. Any ideas? OTRS Test box is RHEL 5.9 and MySQL 5.0.95 running on separate boxes. Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

1 3

Re: [otrs] Need to set customers/agents's auth witn LDAP.
by Steven Carr 01 Mar '13

01 Mar '13

On 8 February 2013 13:05, Israel Garcia <iga3725(a)yahoo.com> wrote: > OK Steve, so I should edit /opt/otrs/Kernel/Config.pm, add my LDAP settings, > restart OTRS and volia!? > Also, I have seen in Admin/SysConfig/Frontend::Customer::Auth the same > parameters I have added to /opt/otrs/Kernel/Config.pm, should I edit them > using this web page or editing directly the /opt/otrs/Kernel/Config.pm > file? Don't quite know about the "voila", more like cross your fingers and hope it doesn't collapse in a heap. One of my big issues with OTRS is the configuration is utter crap. Too many places to configure things, everything should really be just configured through Sysconfig instead of having to mess about with text files (and perl based text files at that), and ideally stored in the database to make upgrades a lot easier than worrying about which config files you need and don't need. I'm not sure the order in which the settings are applied but I would guess that anything you put in Kernel/Config.pm will override anything you configure in SysConfig (someone can correct me if I'm wrong). So just make your changes in one place and one place only and they will be added to the overall config. Steve

7 21

Tickets not re-opening on customer reply.
by Atom Powers 01 Mar '13

01 Mar '13

We have been running OTRS for about a month and I think it is the best OSS ticketing system I've ever used. Lately it came to my attention that when a customer replies to a "ticket closed" email the ticket is not re-opened; the customer receives a "your ticket has been updated" message immediately followed by a "your ticket has been closed" message. The ticket state remains "resolved" (re-named from "closed successful"). We are running 3.2.1. I feel that I've already check all the obvious settings but I must be missing something. Where else should I be looking? My Queue is set to "Follow up Option: possible" and Core::PostMaster::PostmasterFollowUpStateClose -> "open" Logs indicate the follow up is processed and "ticket closed" message is sent out immediately following: Jan 28 09:58:38 support0 OTRS-otrs.PostMaster.pl-3[9663]: [Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [3000260] created (TicketID=208, ArticleID=976). , Jan 28 09:58:51 support0 OTRS-CGI-3[14733]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'customer(a)digipen.edu' from 'DigiPen Helpdesk <helpdesk(a)digipen.edu>'. HistoryType => SendCustomerNotification, Subject => [DP#3000118] Your HelpDesk request has been closed.; -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443

5 18

Update response time, don´t update
by Antonio Sarmiento 01 Mar '13

01 Mar '13

Hi everybody, win 7 / mysql / otrs3.1.12 / itsm 3.1.7 I'm using service & sla and defined first response, update and solution time, but when I create a phone ticket and the sla is asigned and ticket created, only first response and solution time are stopped with some action, like external note or close without problem. But with the update time I can´t find how to comply, because each article like a new external note or priority update or queue update, the update time is restarted!! Someone could help me? I appreciate so much your help Antonio

1 0

Using LDAP attribute to select the queue
by Slobodan Aleksić 28 Feb '13

28 Feb '13

Hello list, is it possible to use a LDAP attribute to let OTRS decide where to place a ticket? For example there is for every department in a company one queue defined in OTRS . Now if an email arrives from user X (AD-User) with LDAP attribute "Department:Sales" , OTRS puts this ticket automagically in the queue "SALES" ...

3 6

Re: [otrs] Can't add items in SysConfig
by Erik D. Jones 26 Feb '13

26 Feb '13

I have OTRS 3.2.2 installed. This was an upgrade from a clean installation of 3.1.xx. The problem existed in 3.1.xx prior to the upgrade. The SysConfig is relatively clean with the only customization being the organization, admin email and secure site settings. No other defaults have been changed. I have created fields in the DynamicFields Admin screen with no issues. I can verify that they're in the mysql database and all is fine. When I try to add them to either PhoneViewNew or EmailViewNew settings, I am unable to add a new item (the list is currently empty and the option is enabled). Adding an item to any item on this screen (including the ticket state item list), it exhibits the same behavior which is that clicking the + sign posts to OTRS and then I get a 302 redirect back to the page, but no item is added to the list for me to edit. Any thoughts here? The system is running on Ubuntu 12.04 LTS with perl FCGI under nginx and mysql 5.5.x. OTRS otherwise operates perfectly, sending and receiving emails and auto responses. The contents of the post are: Request Method: POST Status Code: 302 Found URL: http://otrs.example.com/otrs/index.pl ChallengeToken: xxxxxxxxxxxxxxxxxxxxxxxxxx Action: AdminSysConfig Subaction: Update SysConfigGroup: Ticket SysConfigSubGroup: Frontend::Agent::Ticket::ViewEmailNew DontWriteDefault: 1 Ticket::Frontend::AgentTicketEmail###Priority: 3 normal Ticket::Frontend::AgentTicketEmail###ArticleType: email-external Ticket::Frontend::AgentTicketEmail###SenderType: agent Ticket::Frontend::AgentTicketEmail###Subject: Ticket::Frontend::AgentTicketEmail###Body: Ticket::Frontend::AgentTicketEmail###StateDefault: open Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: open Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: pending auto Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: pending reminder Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: closed Ticket::Frontend::AgentTicketEmail###HistoryType: EmailAgent Ticket::Frontend::AgentTicketEmail###HistoryComment: Ticket::Frontend::AgentTicketEmail###DynamicFieldItemActive: 1 Ticket::Frontend::AgentTicketEmail###DynamicField#NewHashElement: Add new entry Ticket::Frontend::AgentTicketEmail###RichTextWidthItemActive: 1 Ticket::Frontend::AgentTicketEmail###RichTextWidth: 620 Ticket::Frontend::AgentTicketEmail###RichTextHeightItemActive: 1 Ticket::Frontend::AgentTicketEmail###RichTextHeight: 320 Response (302): Location: /otrs/index.pl (http://index.pl)?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Fro… Erik On Tuesday, February 26, 2013 at 10:41 AM, Erik D. Jones wrote: > I have OTRS 3.2.2 installed. This was an upgrade from a clean installation of 3.1.xx. The problem existed in 3.1.xx prior to the upgrade. The SysConfig is relatively clean with the only customization being the organization, admin email and secure site settings. No other defaults have been changed. > > I have created fields in the DynamicFields Admin screen with no issues. I can verify that they're in the mysql database and all is fine. When I try to add them to either PhoneViewNew or EmailViewNew settings, I am unable to add a new item (the list is currently empty and the option is enabled). Adding an item to any item on this screen (including the ticket state item list), it exhibits the same behavior which is that clicking the + sign posts to OTRS and then I get a 302 redirect back to the page, but no item is added to the list for me to edit. > > Any thoughts here? > > The system is running on Ubuntu 12.04 LTS with perl FCGI under nginx and mysql 5.5.x. OTRS otherwise operates perfectly, sending and receiving emails and auto responses. > > The contents of the post are: > Request Method: > POST > > Status Code: > 302 Found > > > > URL: http://otrs.example.com/otrs/index.pl > > ChallengeToken: > xxxxxxxxxxxxxxxxxxxxxxxxxx > > Action: > AdminSysConfig > > Subaction: > Update > > SysConfigGroup: > Ticket > > SysConfigSubGroup: > Frontend::Agent::Ticket::ViewEmailNew > > DontWriteDefault: > 1 > > Ticket::Frontend::AgentTicketEmail###Priority: > 3 normal > > Ticket::Frontend::AgentTicketEmail###ArticleType: > email-external > > Ticket::Frontend::AgentTicketEmail###SenderType: > agent > > Ticket::Frontend::AgentTicketEmail###Subject: > > Ticket::Frontend::AgentTicketEmail###Body: > > Ticket::Frontend::AgentTicketEmail###StateDefault: > open > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > open > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > pending auto > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > pending reminder > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > closed > > Ticket::Frontend::AgentTicketEmail###HistoryType: > EmailAgent > > Ticket::Frontend::AgentTicketEmail###HistoryComment: > > Ticket::Frontend::AgentTicketEmail###DynamicFieldItemActive: > 1 > > Ticket::Frontend::AgentTicketEmail###DynamicField#NewHashElement: > Add new entry > > Ticket::Frontend::AgentTicketEmail###RichTextWidthItemActive: > 1 > > Ticket::Frontend::AgentTicketEmail###RichTextWidth: > 620 > > Ticket::Frontend::AgentTicketEmail###RichTextHeightItemActive: > 1 > > Ticket::Frontend::AgentTicketEmail###RichTextHeight: > 320 > > > > Response (302): > Location: > /otrs/index.pl (http://index.pl)?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Fro… > > >

1 0

ERROR: column "a_freekey1" does not exist
by Carlos Ribas 26 Feb '13

26 Feb '13

Hello all, I just upgraded from 3.1.12 to 3.2.2. I didn't get any message of error during the upgrade and all seems to be ok, but after I logged in and I saw this log message: Tue Feb 26 08:52:18 2013errorOTRS-DBUpdate-to-3.2-0ERROR: column "a_freekey1" does not exist Is this a problem? Regards, ------------------------------- Carlos Eduardo Ribas

1 0

How avoid update priority in ticket creation or note
by Antonio Sarmiento 26 Feb '13

26 Feb '13

Hi, I need to avoid modify manually the priority by agents, because we are using Criticality <-> Impact <-> Priority matrix, and only it may be update by a supervisor using AgentTicketPriority action is possible to do that? I appreciate your help Antonio Sarmiento

1 0

OTRS now on github
by Martin Gruner 26 Feb '13

26 Feb '13

Dear all, as some of you may have already noticed, the OTRS framework, documentation and some utility modules have been migrated to git. We have updated the usage instructions on the website and in the documentation. If you still find places with outdated information, please let us know. We also plan to migrate more modules in future. All git content is hosted on an internal server that requires a user login. The OpenSource content is automatically published on github (https://github.com/OTRS) There you can find all necessary instructions on how to checkout the sources, look at files and their history. There you can also montior all che changes that happen via RSS feeds and notification emails. The changes in git will no longer appear on the existing "cvs-log" mailing list. If you are interested, you can register on github, clone our public modules and send us the changes you make for inclusion in the main repositories via a so-called "Pull Request". This makes OTRS better visible for developers and makes it easier to contribute to the product. If you have any questions or issues regarding the git migration, please let me know. Best regards, mg -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System – Prozess- und Kundenmanagement mit OTRS 3.2 – Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/

4 7

Dynamic field
by Luchtman, Kurt 25 Feb '13

25 Feb '13

I have created a dynamic field that is visible is almost all of OTRS and is a required field to enter. My question is, can I make it editable so that if someone enters in accurate data that we can make the required change. In a nut shell I have 1 person in each county of our state that is providing assistance on our new application. Often these people change location and accidently enter the wrong county that they are in. I would like to make it so that agents are able to make that change so that we can get more accurate reports. Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

3 3

Merge tickets - undo
by Jean BROW 25 Feb '13

25 Feb '13

An agent merged to tickets, and he want to undo. If he split out one article (that was merged in as an mistake) from the ticket they will still be at the new and wrong ticket. Any idea how to deal with this?

1 0

Modify Criticality on a ticket basis
by Juan Manuel Clavero Almirón 25 Feb '13

25 Feb '13

Hi all, I have a doubt about Criticality <-> Impact <-> Priority Matrix. Maybe is due to a poor understanding of ITIL but please, be kind and argue your answer... Let's say that our OTRS system has a service called OTRS with a criticality of 4 high because, if it fails, no agent can work. Let's say there is a problem in OTRS: the company logo is mirrored and unreadable. It's a problem that affects both customers and agents, all of them, so its impact is 5 very high. So now I have a very high priority ticket that is nothing more than a GUI nuisance. I know I can manually change the ticket 's priority, but what I would be really doing is saying "Although the impact is really 4, the criticality should be 1, not 4." Now, my question: do you think that there should be a way to adjust the criticality of the service for the current ticket? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

2 1

Ticket::Frontend::CustomerTicketZoom###ArticleType
by Emilia Starzak 25 Feb '13

25 Feb '13

Hi, Is that possible to turn on more article types for customer than webrequest, i need e-mail-external, becouse a lot of our customers sends ticets via e-mail. They use customer panel very seldom, i want to conviece them to use it more often. Kind regards, Emilia [http://www.operatordtp.pl/softservice/softservice-maillogo.gif] Soft Service Pawełczak i Wspólnicy Sp. J. ul. Węglowa 1/3 60-122 Poznań tel./fax: +48 61 661 51 30 gsm: +48 661 403 064 nr konta: 39 1030 0019 0109 8530 0030 5844 NIP 7821741072 REGON 630913862 mail: biuro(a)softservice.pl<www:%20http://softservice.pl> www: http://softservice.pl<www:%20http://softservice.pl>

2 2

Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender
by Zemánek Jiří 25 Feb '13

25 Feb '13

Hello there, I´m complete newbie, I´m testing OTRS and I have this problem: In the OTRS log (Admin tab) this error is repeated again and again: Can't create PID PostMasterMailbox, because it's already running (otrs/22327)! After some googling, I found post in which someone says to delete some row from DB (delete from process_id where process_name = 'PostMasterMailbox';) and then to try /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 So I issued command [root@otrs ~]# sudo -u otrs /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 But it displays error in the subject. How do I find which sender it is trying to send e-mail as? JZ ________________________________ Upozornění společnosti OKsystem s.r.o. s ohledem na zavedené standardy ISO 9001, ISO 27001 a ISO 14001: Tato zpráva a všechny připojené soubory jsou dle obchodního zákoníku důvěrné. Jestliže nejste zamýšleným adresátem, uvědomte prosím odesilatele a smažte zprávu i přiložené soubory. Opravdu potřebujete vytisknout tento email? Myslete na přírodu. Disclaimer of OKsystem s.r.o. with respect to implemented standards ISO 9001, ISO 27001 and ISO 14001: This message and all attached files are confidential and legally privileged. If you are not the intended recipient, please notify the sender and delete the message including all attachments. Please consider the environment before printing this email.

4 30

Pulling CustomerIDs from a multi-valued LDAP attribute
by GARDAIS Ionel 24 Feb '13

24 Feb '13

Hi list, According to the doc, CustomerIDs can be pulled from a LDAP customer backend if the declared attribute contains a list of customer ids separated by commas. (see http://doc.otrs.org/3.2/en/html/external-backends.html#multi-customer-ids-l…) We use an ActiveDirectory as user repository an plan to use the directReports/manager attributes. That is, for a manager, asking for the directReports attribute return a list of reporters. Is it possible to set the LDAP attribute to an attribute that returns multiple values ? I guess if not, I should try to adapt Kernel/System/CustomerUser/LDAP.pm for that purpose by myself ? Thanks for your feedback, Ionel -- This message and any attachments (the message) are confidential and intended solely for the addressees. Any unauthorised use, dissemination or reproduction is strictly prohibited. The sender does not accept liability for any errors or omissions in the contents of this message arising as a result of e-mail transmission.

2 4

Multiple telephone numbers
by Jan Behrend 21 Feb '13

21 Feb '13

Hi, I am retrieving the customers' phone numbers from LDAP. How can I display more than one telephone number in OTRS if the user happens to have multiple numbers? Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de ------------------------------------------------------------------------ Die digitale Unterschrift dieser Mail kann durch das Zertifikat der DFN Global Hierarchie überprüft werden: https://ca.mpg.de/certs/root-DGP/deutsche-telekom-ca2-root-cert.der Weitere Informationen zur CA der MPG finden Sie unter: https://ca.mpg.de ------------------------------------------------------------------------

2 3

Odd Issues
by Gadow, Shawn 21 Feb '13

21 Feb '13

I have a couple of odd issues. That started on the 20th of last month approximately 1 E-mails just stopped fetching automatically all of the sudden.. I don't remember how that works or how I set that up.. but I can manually fetch.. 2. the 7 day stats graph stopped showing closed tickets. It is only showing created. Both of these things happened at the same time we are currently running 3.1.9

2 8

OTRS integration with FusioInventory
by Bruno Furtado 20 Feb '13

20 Feb '13

hello folks, I newbie in OTRS, and I want to integrate with the FusionInventory, where I can get a tutorial? best regards, -- Bruno Furtado 55 21 8897-2908 LinkedIn: http://linkd.in/brunofurtado ====================================================================== - Não mostre para os outros o endereço eletrônico de seus correspondentes. Use Cco (ou Bcc) ! - Retire os cabeçalhos com os emails dos seus correspondentes antes de repassar uma mensagem. - Dificulte a disseminação de vírus e spams !

1 0

Dashboard
by Luchtman, Kurt 20 Feb '13

20 Feb '13

Is there any way to add the ticket type such as E-mail ticket or Phone in ticket in the dashboard? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

2 1

Manually Refresh Cache
by Nick Lapp 19 Feb '13

19 Feb '13

I have a separate custom built service that automates inputting information such as customer information, queue information, and customer company information directly into the OTRS database. Whenever an item such as a customer is added or updated via this process, the changes don't appear in the OTRS web interface until I go into another customer and hit update. I'm assuming this is some sort of caching that helps improve the performance of OTRS and by inputting directly into the DB, the cache is not being rebuilt but by hitting update, it gets rebuilt. So my question is, is there a way to automatically rebuild the cache so I don't have to manually hit update? Or maybe it's already being rebuilt every so often via a cron job that I haven't noticed? Any assistance is greatly appreciated! Nick OTRS 3.2.1

2 1

UI Interface with OTRS
by Kaushal Shriyan 19 Feb '13

19 Feb '13

Hi Is there an UI application for call center which integrates with OTRS application meaning the agents can respond to the customer queries similar to email interface like gmail? Regards, Kaushal

2 1

Hardware requirement
by Kaushal Shriyan 18 Feb '13

18 Feb '13

Hi, Any hardware requirements to setup OTRS? For example Hard Disk size and with what RAID config and Memory Requirements. Please suggest. Regards, Kaushal

3 2

Upload attachment
by Jean BROW 17 Feb '13

17 Feb '13

Anyone know how I can make it possible to upload more than one attachment at same time when creating a new ticket?

2 1

Custom field
by Jean BROW 15 Feb '13

15 Feb '13

We are working on linking an external CRM system to OTRS tickets. We were planning to use CUSTOMERID as the link field but this is automatically populated with the email address of the customer who submitted the ticket. Therefore we need to create a CUSTOM FIELD in OTRS that our customer service agents can populate with information (specifically the phone number of the customer) which we will then use to link to our CRM system. How, step by step, can I create a custom field in OTRS? Thanks in advance.

2 5

Can we create Services via RPC?
by Jignesh Kakka (jkakka) 15 Feb '13

15 Feb '13

Hi All, Can we create Services via RPC. I don't see any service Object in RPC.pl We have TicketObject which can be used to create tickets We have customerUser Object which can be used to create customers I see Kernel:System:Service, but in RPC.pl we are not having object for it. Can somebody assist on this? Thanks, Jignesh

1 1

How does PerformanceLog::FileMax config option works?
by Juan Manuel Clavero Almirón 15 Feb '13

15 Feb '13

Hi all, I have PerformanceLog activated and PerformanceLog::FileMax set to 25 (MB), but I just checked and the size of my Performance.log is 76M When does OTRS check the size of the log? Un saludo, Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Gestió de serveis TI Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

1 0

Unable to hit to RPC.pl
by Jignesh Kakka (jkakka) 15 Feb '13

15 Feb '13

I created following SOAP message and tried to hit to RPC.PL <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:enc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:env="http://schemas.xmlsoap.org/soap/envelop/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"><SOAP-ENV:Header/><SOAP-ENV:Body><Dispatch xmlns="/Core"><Username xsi:type="xsd:string">root@localhost</Username><Password xsi:type="xsd:string">root</Password><Object xsi:type="xsd:string">TicketObject</Object><Method xsi:type="xsd:string">TicketGet</Method><Param1_Name xsi:type="xsd:string">TicketID</Param1_Name><Param1_Value xsi:type="xsd:int">1</Param1_Value></Dispatch></SOAP-ENV:Body></SOAP-ENV:Envelope> I got null response without an error message When I try to query through Generic interface, it works fine(Note : The soap structure is different for generic interface). But RPC.PL doesn't works I tried following https://github.com/gtudan/OTRS-Client and http://sastriawan.blogspot.com/2010/01/using-javaxxmlsoap-to-access-otrs-so… But they didn't work. Please guide me on this. Thanks, Jignesh

2 3

NTOP v 5.0.1
by Phillip Lynn 14 Feb '13

14 Feb '13

All, We are running NTOP version 5.0.1 and have noticed in the Application Protocols tab at the bottom of the screen, under Aggregated View that every once in a while we have seen where the Avg value is greater than the Max value. I need a better understanding how this works and what could cause these types of results. I have read the tutorials on-line but I am still fuzzy on how the results could have such results. Thank's, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

1 1

Customer Group as Generic Agent filter condition
by Finetti, Stefano 14 Feb '13

14 Feb '13

Greetings to all, this is my first post in this group, I tried to find an answer to my problem googling around but without any luck. I need a bit of help with OTRS 3.2.1 in creating a Generic Agent script for my company, basically this is what i need: My company has a number of queues based on various products, but every customer is mapped to a group which refers to an Agent as responsible (Key Account for customer). When a ticket is opened on OTRS by customer sending emails to the system, i want to check who is the customer, look for its group and then automatically assign the ticket to the account manager for the group as responsible. I don't know if i made myself clear :/ I know i can map each and every customer to a Responsible using Generic Agent, but here we are speaking of thousands of them... it would take ages to create all filters... Using the Customer Group function would be a nice help, but there is no such possibility in Web Interface and i don't know the exact variable name (and if it's usable) for the GenericAgent.pm script Thanks in advance for any help Feel free to point me in another direction if i'm going on a bad road! :) -- *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.

3 3

OTRS localisation and language not working completely
by Pete 14 Feb '13

14 Feb '13

I'm a new to this list so Hello everyone. I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded it from http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language… . The problem is that not everything is translated on the pages but some of the texts are. I did a quick check from fi.pm where the translations are and noticed that even if translation is found from that file, it's not translated on the page. Could anyone help? Thanx. ~pete

3 4

changing a label in 3.1.x
by Steve Clark 13 Feb '13

13 Feb '13

Hello, Could someone clue me in on the correct way to change a label that appears when working with a ticket. Example I want to change "Service Level Agreement" to like "Severity type ". I see that this appears in the following file in Kernel/Output/HTML/Standard AAATicket.dtl AdminGenericAgent.dtl AgentTicketActionCommon.dtl AgentTicketEmail.dtl AgentTicketMasterSlave.dtl AgentTicketOverviewMedium.dtl AgentTicketOverviewPreview.dtl AgentTicketPhone.dtl AgentTicketPrint.dtl AgentTicketSearch.dtl AgentTicketZoom.dtl Should I copy these to my own Theme dir and change them or is there one file I can change to accomplish this. -- 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

YAML::XS::Load Error
by Marco Vannini 12 Feb '13

12 Feb '13

Hi all, My upgrade works very well and everyone are sodisfied about the new OTRS version (thank you once again) but ... :D My cronned GenericAgent send me mail of this kind: ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Mon Feb 11 12:50:02 2013 Message: Loading the YAML string failed: YAML::XS::Load Error: The problem: block sequence entries are not allowed in this context was found at document: 1, line: 4, column: 7 Traceback (3911): Module: Kernel::System::YAML::Load (v1.5) Line: 130 Module: Kernel::System::DynamicField::DynamicFieldGet (v1.66) Line: 308 Module: Kernel::System::DynamicField::DynamicFieldListGet (v1.66) Line: 951 Module: Kernel::System::GenericAgent::new (v1.86) Line: 117 Module: /opt/otrs/bin/otrs.GenericAgent.pl (v1.12) Line: 91 ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Mon Feb 11 12:50:02 2013 Message: Loading the YAML string failed: YAML::XS::Load Error: The problem: [...] There is something that I could do to silence it a part sending cron job output to /dev/null ? I've checked modules version requirements and they seems ok. Thank you in advance. Marco Vannini

3 6

Re: [otrs] OTRS freeze tickets its creation time is future than server time
by Esteban Monge 12 Feb '13

12 Feb '13

>>> On 3 February 2013 15:11, Esteban Monge <esteban(a)nuevaeralatam.com> >>> wrote: >>>> Thanks Steve. >>>> >>>> My server is a VM under VMWare, maybe sys admin can put a politic to >>>> sync >>>> time in different way to my Debian, generally time changes at 6p.m. I >>>> tried with NTP server but sometimes don't works good and the time need >>>> changed manually, when I note the change, can be 24 hours or more, for >>>> documentation is a bad behavior. >>>> >>>> I going to try with NTP again... >>> Hello for updating this case, I unloaded Open VM Tools and server stop changing the time, VMWare admin tell me that in Windows you can uncheck hour sync, I going to check configuration files to disable the feature. Thanks to all for the help. =) >>> So as Michiel said you need to ensure vmtools are installed and active >>> on your Debian VM (I missed the part where you said you were running >>> on ESX). As you are sharing a CPU with other VMs then this is what is >>> probably causing your time to skew, installing vmtools will fix that. >>> Though in all of our Debian VM images I also have them synchronising >>> against our NTP server as well. >>> >>> There is an open source set of tools available but you need the >>> ability to compile and install kernel modules on your VM, the >>> instructions I use are: >>> >>> # Install Open VMware Tools >>> aptitude install build-essential open-vm-tools open-vm-source >>> module-assistant auto-install open-vm -i >>> >>> The first one will install the open-vm-tools and the compiler+tools, >>> second command will automatically build and install the open-vm kernel >>> modules. After that's done reboot. >> >> Right!!! I installed these Open VM Tools in my VM. Maybe the problem is >> that the sysadmin had sync NTP from VMWare to Costa_Rica time but I >> configured to Panama time. I have seen that tickets put a time in >> negative >> around to 60 minutes, difference between Costa Rica and Panama. >> >> Maybe sysadm can disable sync for my VM. >> >> Thanks again. >> >>> >>> HTH >>> >>> Steve >>> --------------------------------------------------------------------- >>> 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

Change font size on Ticket Print
by Bjørn Gustav Baklid 11 Feb '13

11 Feb '13

I would like to change the font size on the print output OTRS generates. When we print the tickets on A4 size paper the article text is a bit too small to easily read. Could someone point me to the configuration parameter I have to change to increase the size? --- Bjørn Gustav Baklid IT Consultant, Re kommune

2 1

Re: [otrs] Multiple Customers on a ticket?
by Atom Powers 10 Feb '13

10 Feb '13

During a service interruption we often have many people reporting the same problem, each creating a ticket. Is there a way to merge the tickets in such a way that every customer will still receive replies and updates to the ticket? This would make it easier for our agents to manage communication about the interruption. From what I can see, the current behaviour is that when you merge tickets only the customer of the ticket you merged into receives messages. -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443

3 4

ITSM User Manual
by Ricardo Striquer Soares 09 Feb '13

09 Feb '13

Hi, Is there a more conceptual user manual for the ITSM module? some OTRS I'm trying to get started with it and get everything done and done but i got myself lost in change management since i can't modify the Change State from Requested, even if I'm the Change Builder and Manager. I tried a Condition based on a workorder status and the conditions seams not be working as well, since it seams not to fire anything anytime! Surely it's something i'm missing big. Tell, what should i send to the mailing to show and find what's up around here? Thanks. -- *Ricardo Striquer Soares* ricardo(a)wb4b.com.br twitter.com/rstriquer br.linkedin.com/in/rstriquer WB4B - Negócios Online | Curitiba - PR www.wb4b.com.br www.ibns.com.br www.e-commercebrasil.org www.programabrasil.org Skype: rstriquer ou Ricardo Striquer Soares da WB4B de Curitiba 41 3029 5624 (ramal: 200) 41 8446 6360 (Claro) 41 9278 3560 (Vivo)

1 0

Resetting a Dynamic Field when Escalation Update timer resets
by Praneeth Katru 08 Feb '13

08 Feb '13

Hello, I have created a Dynamic Field for managing multiple escalation levels which is working fine. But I want to change its value to a preset value whenever escalation update timer is reset. How can this be accomplished? Thanks Praneeth Katru Description: cid:Image0 Empowering Enterprise Efficiency Q4-A1 | 10th Floor | Cyber Towers | Hi-Tech City | Madhapur | Hyderabad-500 081 | India | Office:91-40-44335055 | US Direct:609-454-6901 | <mailto:Praneeth.Katru@SmartIMS.com> Praneeth.Katru(a)SmartIMS.com | <http://www.smartims.com/> www.SmartIMS.com An MWBE and "GSA Schedule 70" Certified Company <http://images.google.com/imgres?imgurl=http://www.cttl.net/images/CiscoPart ner.gif&imgrefurl=http://www.cttl.net/partners.html&usg=__dLhSfNJRCBeAbTfeGH aP50aXY6w=&h=87&w=96&sz=5&hl=en&start=42&um=1&tbnid=Exf5udtuvueOJM:&tbnh=73& tbnw=81&prev=/images%3Fq%3Dcisco%2Bpartner%2Bselect%2BCERTIFIED%26ndsp%3D18% 26hl%3Den%26rlz%3D1T4IBMA_enUS309US309%26sa%3DN%26start%3D36%26um%3D1> Description: cid:Image1 <http://images.google.com/imgres?imgurl=http://www.flow3d.com/images/imgs_re s/partner_logos/bus_prtnr_2C_horz_lg.jpg&imgrefurl=http://www.flow3d.com/res ources/res_soft_part.html&usg=__si29g4iMpPgl-TxxY091Z-NBg6M=&h=206&w=448&sz= 7&hl=en&start=51&um=1&tbnid=1ue19B0lnrHhhM:&tbnh=58&tbnw=127&prev=/images%3F q%3DHP%2BBusiness%2Bpartner%26ndsp%3D18%26hl%3Den%26rlz%3D1T4IBMA_enUS309US3 09%26sa%3DN%26start%3D36%26um%3D1> Description: cid:Image2 <http://images.google.com/imgres?imgurl=http://www.neoxen.com/neoxen/images/ gold_certified_logo.gif&imgrefurl=http://www.neoxen.com/neoxen/partners/&usg =__p5cwFSzpnGLjyLRutEDXQfNbFr4=&h=77&w=134&sz=5&hl=en&start=73&sig2=mC2zQwIR BMpaiIMgah46PQ&um=1&tbnid=kHuMOaIMJOibpM:&tbnh=53&tbnw=92&prev=/images%3Fq%3 Dmicrosoft%2Bgold%2Bcertified%2Bpartner%26ndsp%3D18%26hl%3Den%26rlz%3D1T4IBM A_enUS326US326%26sa%3DN%26start%3D72%26um%3D1&ei=oicgSsFP0JWUB5yf1YgG> Description: cid:Image3 <http://images.google.com/imgres?imgurl=http://www.mcg.be/uploadedpictures/C isco-SMB-Logo.jpg&imgrefurl=http://www.mcg.be/pages/detailNewsMCG.aspx%3FLan guage%3D1%26IDNews%3D58%26IDNewsLinked%3D59&usg=__30atWWV7-qFmfi31kFQNvxdhak 4=&h=92&w=300&sz=36&hl=en&start=17&um=1&tbnid=BhmWOR4FoRMuNM:&tbnh=36&tbnw=1 16&prev=/images%3Fq%3DCisco%2BSMb%2Bselect%2Bpartner%26hl%3Den%26rlz%3D1T4IB MA_enUS309US309%26um%3D1> Description: cid:Image4Description: cid:Image5

2 2

3.1.x
by Steve Clark 08 Feb '13

08 Feb '13

Hello, Has anyone successfully used 3.1.x with postgresql 9.2.x Thanks, -- Stephen Clark

5 6

Ticket -> Frontend::Agent::Ticket::ViewCompose
by Emilia Starzak 07 Feb '13

07 Feb '13

Welcome, I need some help. We have OTRS 3.2.1 and i want set ticket type and service useing Frontend::Agent::Ticket::ViewCompose. I can do it at note, priority for example Frontend::AgentTicketOwner###TicketType = YES. Is there any possibilities of that? And second question. Agent dashboard in section new tickets i need column „queue” and/or customerID? Is that possible? Kind regards, Emi

4 9

answer from ticket + pdf files + firefox
by Emilia Starzak 07 Feb '13

07 Feb '13

Hi, Step 1: i have a ticket in otrs Step 2: i choose empty answer Step 3: attach pdf file to my answer Step 4: send We noticed that agents which useing firefox sent blank files. Capacity of sent file and recieved file is the same… but in recieved everything is white. The same file in otrs interface is ok, we can download it and see properly. We tested that on chrome and ie, and problem doeasent exist. Only firefox. Anyone noticed that? Emi

1 0

OTRS Manager
by Jean BROW 07 Feb '13

07 Feb '13

Hi, Anyone using this tool? OTRS Manager http://sourceforge.net/projects/otrs-manager/ Is it a good tool? Possible to see any screenshot? Thanks.

4 3

Issue with closed tickets
by Jean BROW 06 Feb '13

06 Feb '13

I find a lot of ticket in OTRS that are closed, and cannot understand why. This is what I see: E-mail from customer Autoreplay from OTRS with the ticket number State is "closed successful" and the "owner" is always the same person. Anyone have an idea why this happen?

4 9

How to show dynamic fields in UI while creating tickets
by Jignesh Kakka (jkakka) 06 Feb '13

06 Feb '13

Hi Team, I want to see all dynamic fields while creating ticket as well as while viewing ticket details. How is this possible in OTRS UI. Thanks, Jignesh

3 4

fusioninventory status
by Olivier Sallou 06 Feb '13

06 Feb '13

Hi, there are many posts about OTRS and FusionInventory integration, but what is current status? Thanks Olivier -- gpg key id: 4096R/326D8438 (keyring.debian.org) Key fingerprint = 5FB4 6F83 D3B9 5204 6335 D26D 78DC 68DB 326D 8438

1 0

Survy questions
by Daniel 06 Feb '13

06 Feb '13

Hi There, is there any way to see the ClickRate? My fault is, i saw we send 100 Mails to rate our Support but only 4 customers rated our support. I want to check if other Customers click the link and think "OMG what questions" or if the dont click the link ans delete ne Mail unread. I you can understand what i mean ;) -- Mit freundlichen Grüßen Daniel mailto:daniel@linux-nerd.de

2 1

Re: [otrs] Multiple Levels of Escalation
by Praneeth Katru 05 Feb '13

05 Feb '13

Can you explain how to implement the second option i.e. GenericAgent + priority change + notification (event) on priority change. Thanks Praneeth Katru

1 0

Re: [otrs] Issue : when opening ticket, browser prompts to open/save the html of article
by Baton Jerome 05 Feb '13

05 Feb '13

Hello all, Gerald, I corrected some conf and the script succeeded. Unfortunately, it was not enough. After some backup of my conf files, I uninstalled all the apache2 (v2.2.22) packages (dpkg -l | grep apache2 ) with apt-get purge transfered the v2.2.20 packages from other system (I found them in /var/cache/apt/archives) then installed those. After putting back the otrs.conf file in /etc/apache2/conf.d and restart apache2 >> it works. Conclusion: the v3.0 I have does not run well on apache 2.2.22, behaves ok on 2.2.20 Thank again for your time Best Regards Jerome

1 0

Re: [otrs] Issue : when opening ticket, browser prompts to open/save the html of article
by Baton Jerome 04 Feb '13

04 Feb '13

Hello, Thank you Alvaro and Gerald for your help. I have cleared the cache with /opt/otrs/bin/otrs.DeleteCache.pl /opt/otrs/bin/otrs.RebuildConfig.pl crashed with an error ERROR: OTRS-otrs.RebuildConfig.pl-84 Perl: 5.14.2 OS: linux Time: Mon Feb 4 17:14:10 2013 Message: C-Parser: not well-formed (invalid token) at line 274, column 41, byte 12478 at /usr/lib/perl5/XML/Parser.pm line 187! Traceback (6647): Module: Kernel::System::XML::XMLParse (v1.105) Line: 755 Module: Kernel::System::XML::XMLParse2XMLHash (v1.105) Line: 604 Module: Kernel::System::SysConfig::_Init (v1.27) Line: 1617 Module: Kernel::System::SysConfig::new (v1.27) Line: 131 Module: ./otrs.RebuildConfig.pl (v1.14) Line: 56 ERROR: OTRS-otrs.RebuildConfig.pl-84 Perl: 5.14.2 OS: linux Time: Mon Feb 4 17:14:10 2013 Message: XML::Parser produced errors. I use XML::Parser::Lite as fallback! Traceback (6647): Module: Kernel::System::XML::XMLParse (v1.105) Line: 756 Module: Kernel::System::XML::XMLParse2XMLHash (v1.105) Line: 604 Module: Kernel::System::SysConfig::_Init (v1.27) Line: 1617 Module: Kernel::System::SysConfig::new (v1.27) Line: 131 Module: ./otrs.RebuildConfig.pl (v1.14) Line: 56 otrs.RebuildConfig.pl <Revision 1.14> - OTRS rebuild default config Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Basically, I have copied /opt/otrs & the DB from an ubuntu system to another (not same versions). Then changed some setting in /opt/otrs/Custom/Kernel/Config. The problem could be javascript-related but the behavior is the same on FFox, Chrome, IE. Is there other elements used by OTRS, elsewhere than /opt/otrs, the DB and /etc/apache2 ? I have checked the Apache HTTP versions. The “working one” is 2.2.20 (on 11.10) and the “faulty one” is 2.2.22. (on 12.04) However, I do not see in the changelog what could cause the behaviour Changes with Apache 2.2.22 *) SECURITY: CVE-2011-3368 (cve.mitre.org) Reject requests where the request-URI does not match the HTTP specification, preventing unexpected expansion of target URLs in some reverse proxy configurations. [Joe Orton] *) SECURITY: CVE-2011-3607 (cve.mitre.org) Fix integer overflow in ap_pregsub() which, when the mod_setenvif module is enabled, could allow local users to gain privileges via a .htaccess file. [Stefan Fritsch, Greg Ames] *) SECURITY: CVE-2011-4317 (cve.mitre.org) Resolve additional cases of URL rewriting with ProxyPassMatch or RewriteRule, where particular request-URIs could result in undesired backend network exposure in some configurations. [Joe Orton] *) SECURITY: CVE-2012-0021 (cve.mitre.org) mod_log_config: Fix segfault (crash) when the '%{cookiename}C' log format string is in use and a client sends a nameless, valueless cookie, causing a denial of service. The issue existed since version 2.2.17. PR 52256. [Rainer Canavan <rainer-apache 7val com>] *) SECURITY: CVE-2012-0031 (cve.mitre.org) Fix scoreboard issue which could allow an unprivileged child process could cause the parent to crash at shutdown rather than terminate cleanly. [Joe Orton] *) SECURITY: CVE-2012-0053 (cve.mitre.org) Fix an issue in error responses that could expose "httpOnly" cookies when no custom ErrorDocument is specified for status code 400. [Eric Covener] *) mod_proxy_ajp: Try to prevent a single long request from marking a worker in error. [Jean-Frederic Clere] *) config: Update the default mod_ssl configuration: Disable SSLv2, only allow >= 128bit ciphers, add commented example for speed optimized cipher list, limit MSIE workaround to MSIE <= 5. [Kaspar Brand] *) core: Fix segfault in ap_send_interim_response(). PR 52315. [Stefan Fritsch] *) mod_log_config: Prevent segfault. PR 50861. [Torsten Fï¿½rtsch <torsten.foertsch gmx.net>] *) mod_win32: Invert logic for env var UTF-8 fixing. Now we exclude a list of vars which we know for sure they dont hold UTF-8 chars; all other vars will be fixed. This has the benefit that now also all vars from 3rd-party modules will be fixed. PR 13029 / 34985. [Guenter Knauf] *) core: Fix hook sorting for Perl modules, a regression introduced in 2.2.21. PR: 45076. [Torsten Foertsch <torsten foertsch gmx net>] *) Fix a regression introduced by the CVE-2011-3192 byterange fix in 2.2.20: A range of '0-' will now return 206 instead of 200. PR 51878. [Jim Jagielski] *) Example configuration: Fix entry for MaxRanges (use "unlimited" instead of "0"). [Rainer Jung] *) mod_substitute: Fix buffer overrun. [Ruediger Pluem, Rainer Jung] Changes with Apache 2.2.21 *) SECURITY: CVE-2011-3348 (cve.mitre.org) mod_proxy_ajp: Respond with HTTP_NOT_IMPLEMENTED when the method is not recognized. [Jean-Frederic Clere] *) Fix a regression introduced by the CVE-2011-3192 byterange fix in 2.2.20. PR 51748. [<lowprio20 gmail.com>] *) mod_filter: Instead of dropping the Accept-Ranges header when a filter registered with AP_FILTER_PROTO_NO_BYTERANGE is present, set the header value to "none". [Eric Covener, Ruediger Pluem] *) mod_proxy_ajp: Ignore flushing if headers have not been sent. PR 51608 [Ruediger Pluem] *) mod_dav_fs: Fix segfault if apr DBM driver cannot be loaded. PR 51751. [Stefan Fritsch] *) mod_alias: Adjust log severity of "incomplete redirection target" message. PR 44020. *) mod_rewrite: Check validity of each internal (int:) RewriteMap even if the RewriteEngine is disabled in server context, avoiding a crash while referencing the invalid int: map at runtime. PR 50994. [Ben Noordhuis <info noordhuis nl>] *) core: Allow MaxRanges none|unlimited|default and set 'Accept-Ranges: none' in the case Ranges are being ignored with MaxRanges none. [Eric Covener] *) mod_proxy_ajp: Respect "reuse" flag in END_REPONSE packets. [Rainer Jung] The permissions are ok (otrs.SetPermissions). Server is restarted upon each change. Would you have any idea ? Thanks for your time Jerome From: Baton Jerome Sent: vendredi 1 février 2013 17:49 To: 'otrs(a)otrs.org' Subject: Issue : when opening ticket, browser prompts to open/save the html of article Hello, I am new to OTRS, my context is that I’m transferring an OTRS 3.0 to a new machine (there is custom dev for pgp that I don’t master inside). I not only copied the /opt/otrs but also the content of the DB. I checked for the dead links to see that some necessary JS was hidden in /etc/javascript-common. This is corrected and the system is working. Even email fetching is working ☺ and email tickets get created But I have an issue, rather weird. When open I open a ticket, the browser prompts me to open/save the html of article (which is correct) instead of showing it in the same page. Thank for your help Jerome

2 1

OTRS freeze tickets its creation time is future than server time
by Esteban Monge 03 Feb '13

03 Feb '13

Hello: I have problems with OTRS, we have Debian GNU/Linux in ESX with a cron task for sync time with ntpdate, runs each five minutes, I configured php with timezone (America/Panama). But for any reason time in machine changes, if between five minutes of next ntpdate update OTRS receive a new ticket and have new tickets with out attendance, Dashboard will be freeze, new ticket don't can showed and actual new ticket can be closed but still in Dashboard with negative time until server sync with the hour that OTRS thinks was created. I need two solutions, first a correct way to mantain the hour with out modifications and/or a possible fix for OTRS. Thanks a lot

3 6

R: otrs Digest, Vol 53, Issue 6
by Bianchi Massimo 02 Feb '13

02 Feb '13

HI Steven, thanks for hint. It is a test instance, and I tried the upgrade a couple of times. On production I will wait for the release of some updates on features add-ons. At least now I have the workarounds for my little problems, hoping he solutions could be usefull to others ! Regards, Massimo -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di otrs-request(a)otrs.org Inviato: sabato 2 febbraio 2013 13:00 A: otrs(a)otrs.org Oggetto: otrs Digest, Vol 53, Issue 6 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Update to 3.2 - some problems (Steven Carr) ---------------------------------------------------------------------- Message: 1 Date: Fri, 1 Feb 2013 18:40:32 +0000 From: Steven Carr <sjcarr(a)gmail.com> Subject: Re: [otrs] Update to 3.2 - some problems To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CALMep04SC8qeeOTofrOiw4QaWhEFUdk6m0NfG-ygwgcA7MXfFw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Have you thought about backing out completely and then starting the upgrade all over again? Clearly something has gone wrong during the upgrade. It would be much easier to start again (though I do hope this is a test instance and not your live instance you have upgraded). Steve

1 0

Update to 3.2 - some problems
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi all, The permission went OK, and with permissions ok I was able to: 1) Change parameters in "sysconfig" 2) Create a new process, synchronize and then create a new ticket from process (wow!) Still fighting with the un-ability to create a new ticket. No errors in /var/log/messages My header looks like: [cid:image001.png@01CE00B1.E7830D60] So no drop down menu or whatever. I followed MG suggestion (reset configuration on Frontend::Customer::ModuleRegistration) CustomerFrontend::Module###CustomerTicketOverview was not default, I reset it. The others where "default" (no circular arrow) Now it works :) Don't know why it broke. I have some not compatible add-ons (multiserviceselect, diynamictickettemplate, EscalationSuspend ) and I disabled the "company ticket". But now I can enjoy testing 3.2 (until OTRS release the updated packages, then I will work on production). Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

2 1

Issue : when opening ticket, browser prompts to open/save the html of article
by Baton Jerome 01 Feb '13

01 Feb '13

Hello, I am new to OTRS, my context is that I'm transferring an OTRS 3.0 to a new machine (there is custom dev for pgp that I don't master inside). I not only copied the /opt/otrs but also the content of the DB. I checked for the dead links to see that some necessary JS was hidden in /etc/javascript-common. This is corrected and the system is working. Even email fetching is working :) and email tickets get created But I have an issue, rather weird. When open I open a ticket, the browser prompts me to open/save the html of article (which is correct) instead of showing it in the same page. Thank for your help Jerome

3 2

otrs 3.1.11
by Steve Clark 01 Feb '13

01 Feb '13

Hello List, Anyone know how to identify the ticket number that is causing this error? OTRS-otrs.PendingJobs.pl-10[481]: [Error][Kernel::System::Ticket::TicketStateSet][Line:3944]: Need StateID or State! Would it not make sense to also print the ticket number in the error message? Thanks, -- Stephen Clark

3 3

Re: [otrs] Upgrade to 3.2 - another little problem
by Matthew Pulliam 01 Feb '13

01 Feb '13

The permissions issue trying to change anything in sysconfig, most likely means that for whatever reason you ZZZAuto.pm file is not writable by the user/group that you web server is running as. Based on your listing for the parameters you passed to the permissions script, check that the permissions on /opt/otrs/Kernel/Config/Files/ZZZAuto.pm should be at least 664 with ownership otrs:apache or apache:apache. If this file is not writable by the user the web server runs as then no changes to sysconfig can be saved via the web interface.

1 0

Upgrade to 3.2 problems and questions
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi all, I did a test-upgrade from 3.1.11 to 3.2 It looks great but I have two problems and one question: BLOCKING: 1) missing "new ticket" in customer interface Apparently I have not the "new ticket" in customer web interface - quite strange ! I tested it with standard theme.... MINOR 2) search for customer ID in "customer" -> "customer information" starts a query that never ends it works if I search for customer user in the same screen Anyone else experiencing the same problems ? QUESTION Curiosity: I created a test process (really great! Compliments to OTRS Dev group), but I cannot find a way/button to start it. Even the manual is not clear to me. I thought there will be a "process ticket" or something like that.. Kind regards, Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

3 2

Upgrade to 3.2 - another little problem
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi all, I think that I missed some step... Tryng to modify ANY item in sysconfig leads to an error: Error Message: Can't write ConfigItem! . You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Jan 31 18:59:40 2013 Message: Can't write ConfigItem! RemoteAddress: 172.22.21.11 RequestURI: /otrs/index.pl Traceback (1940): Module: Kernel::Modules::AdminSysConfig::Run (v1.125) Line: 206 Module: Kernel::System::Web::InterfaceAgent::Run (v1.73) Line: 866 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.94) Line: 204 Module: ModPerl::RegistryCooker::run (v1.94) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.94) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Apparently permission at file level are correct and I run the upgrade script to verify/adapt permissions.. (Centos 6.2 64bit) I also did a "chown -R 777 /opt/otrs", just to be on safe side and test it properly, after a server restart - then it worked. But it's a little too open. What should be the correct permissions ? My fix permission strings was: bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache --admin-user=root --admin-group=root /opt/otrs Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

4 4

Upgrade to 3.2 - another little problem
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi (and thanks all for input). /opt/otrs is not a symlink. I run the script against /opt/otrs after installing over previous 3.1.11 Has anyone a working / fresh install on linux, to check permissions ? Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it Mail: massimo.bianchi(a)nposistemi.it Web: http://www.nposistemi.it -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di otrs-request(a)otrs.org Inviato: venerdì 1 febbraio 2013 06:16 A: otrs(a)otrs.org Oggetto: otrs Digest, Vol 53, Issue 1 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: Upgrade to 3.2 - another little problem (Gerald Young) 2. Re: Upgrade to 3.2 - another little problem (Rainer Bendig) 3. Re: Upgrade to 3.2 - another little problem (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Thu, 31 Jan 2013 14:16:06 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Upgrade to 3.2 - another little problem To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUKAoAet3=xG9E0z9kK+n903vwO-+zkT+OphJN1AJ_W8kg(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" make sure /opt/otrs isn't a symlink. Permissions may not apply correctly if it is. On Thu, Jan 31, 2013 at 1:04 PM, Bianchi Massimo < Massimo.Bianchi(a)nposistemi.it> wrote: > Hi all,**** > > I think that I missed some step?**** > > ** ** > > Tryng to modify ANY item in sysconfig leads to an error:**** > > ** ** > > ** ** > > Error Message: Can't write ConfigItem! ** ** > > ** ** > > . **** > > ** ** > > You can Send a bugreport or go back to the previous page. **** > > Error Details**** > > Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Jan 31 > 18:59:40 2013 Message: Can't write ConfigItem! RemoteAddress: > 172.22.21.11 > RequestURI: /otrs/index.pl Traceback (1940): Module: > Kernel::Modules::AdminSysConfig::Run (v1.125) Line: 206 Module: > Kernel::System::Web::InterfaceAgent::Run (v1.73) Line: 866 Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::h > andler (unknown version) Line: 46 Module: (eval) (v1.94) Line: 204 > Module: > ModPerl::RegistryCooker::run (v1.94) Line: 204 Module: > ModPerl::RegistryCooker::default_handler (v1.94) Line: 170 Module: > ModPerl::Registry::handler (v1.99) Line: 31**** > > ** ** > > ** ** > > Apparently permission at file level are correct and I run the upgrade > script to verify/adapt permissions.. (Centos 6.2 64bit)**** > > ** ** > > I also did a ?chown ?R 777 /opt/otrs?, just to be on safe side and > test it properly, after a server restart ? then it worked.**** > > But it?s a little too open.**** > > ** ** > > What should be the correct permissions ?**** > > ** ** > > My fix permission strings was:**** > > bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache > --otrs-group=apache --web-group=apache --admin-user=root > --admin-group=root > /opt/otrs**** > > ** ** > > Thanks,**** > > Massimo**** > > ** ** > > ** ** > > Massimo Bianchi**** > > ** ** > > Npo Sistemi S.p.A. - Gruppo Npo**** > > S.S.11 Padana Superiore 28**** > > 20063 Cernusco S/Naviglio MI**** > > Tel: +39 02 92596.322**** > > Cell: +39 348 5852275**** > > Fax: +39 02 92140548**** > > ** ** > > Skype: massimo.bianchi**** > > Lync: massimo.bianchi(a)nposistemi.it**** > > Mail: massimo.bianchi(a)nposistemi.it**** > > Web: http://www.nposistemi.it**** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

1 0

Upgrade from 3.0 to 3.1 - DB Migration fails after step 5
by Bean, Scott 31 Jan '13

31 Jan '13

I am attempting to run the DBUpgrade-to-3.1.pl script and get as far as step 5. After it finishes going through our rather large database (100000+) everything after step 5 fails. I saw another post where someone had the same error as me, and they mentioned increasing their mysql timeout. Anyone know what and where exactly needs to be changed so I can finish the upgrade? Here is the error I get: Migrated ticket 102000 of 102282 (with Free fields data). Migrated ticket 102100 of 102282 (with Free fields data). Migrated ticket 102200 of 102282 (with Free fields data). Migrated 102282 tickets of 102282 (with Free fields data). done. Step 6 of 24: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 Free fields were deleted, migration is already done! done. Step 7 of 24: Verify if ticket data was successfully migrated... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 Free fields were deleted, migration is already done! done. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 Step 8 of 24: Verify if article data was successfully migrated... Free fields were deleted, migration is already done! done. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 618. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT id, name, field_order FROM dynamic_field ORDER BY field_order, id' Traceback (30197): Module: Kernel::System::DynamicField::DynamicFieldList (v1.56.2.2) Line: 695 Module: main::_MigrateFreeFieldsConfiguration (v1.85) Line: 1095 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 139 Can't use an undefined value as a HASH reference at ./DBUpdate-to-3.1.pl line 1100. Step 9 of 24: Migrate free fields configuration... Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu [cid:image001.gif@01C96A96.DC53D510]<https://mcp.support.microsoft.com/profile/Pinter> This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

1 0

otrs 3.1.11
by Steve Clark 31 Jan '13

31 Jan '13

Hello List, These two values have been altered from the default and I can't seem to get them set back to the original value. When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value. What am I missing? Ticket::Frontend::CustomerTicketZoom###StateDefault Ticket::Frontend::CustomerTicketMessage###StateDefault Thanks, -- Stephen Clark

4 6

NLB (load balancing) OTRS
by Bogdan Iosif 29 Jan '13

29 Jan '13

Hi, Can anyone help with some obvious issues around setting up a load balanced OTRS? - Does last db write always win? I imagine there's no built in protection against it. - Are HTTP sticky sessions required and if so, how can they be configured? I imagine OTRS needs some built in support to allow identification of user sessions in the balancer so that it maps them on the same app server. - To what extent is shared storage required? An older mailing list message proposes sharing the whole /var dir through a storage that support file locks (mainly to safely use TicketCounter.log but this could be worked around by setting up different SystemIDs (via SysConfig) on each app server). While sharing storage is required for /var/article (when attachments are stored on disk) I don't know if it's required or even safe for the other subfolders in /var (especially /tmp). Thanks, Bogdan

4 14

Email Strings
by Nick Lapp 29 Jan '13

29 Jan '13

Is there a way to exclude the prior email strings in emails when they go out to customers in ORTS? What happens is we end up with a really long page worth of duplicate information when the customer responds to the email and it comes back in as a new article. With excluding the old information from the new article or excluding the old email strings from the emails that go out from OTRS would be an acceptable option for us. I'm just not sure if there is a way to do that. Thank you in advance for any assistance! Nick OTRS 3.1.12

1 0

YAML error message after upgrade to 3.2.1
by Rudolf Bargholz 29 Jan '13

29 Jan '13

Hi, SUSE Linux Enterprise Server 11 (x86_64) VERSION = 11 PATCHLEVEL = 2 OTRS 3.2.1 Was previously 3.1.12, then upgraded to 3.2.0.beta5, then upgraded to 3.2.1 We have the following packages installed: FAQ<http://support.onlinetravel.ch/otrs/index.pl?Action=AdminPackageManager;Sub…> 2.2.1 OTRSMasterSlave<http://support.onlinetravel.ch/otrs/index.pl?Action=AdminPackageManager;Sub…> 1.3.1 Support<http://support.onlinetravel.ch/otrs/index.pl?Action=AdminPackageManager;Sub…> 1.4.4 I am seeing the following errors in the otrs system log: Tue Jan 29 14:07:49 2013 error OTRS-CGI-10 Loading the YAML string failed: YAML::XS::Load Error: The problem: Tue Jan 29 14:07:49 2013 error OTRS-CGI-10 Loading the YAML string failed: YAML::XS::Load Error: The problem: There are no other log Any idea what could be causing this? Or any idea how I can get more information in order to possibly find a cause for the message in the log? Regards Rudolf Bargholz

2 3

3.2.1 upgrade ERROR 1091 Can't DROP 'ticket_answered';
by Marco Vannini 29 Jan '13

29 Jan '13

Did anyone got this during ]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists Can I go on ? I'm "upping" from a 3.1.6. thank you in advance. MV

2 4

Showing Dynamic Fields in print search results
by Adrià García-Alzórriz 28 Jan '13

28 Jan '13

Dear OTRS gurus, as OTRS is able to show Dynamic fields in CSV search results [1], it can do the same with print output? I've checked Frontend::Agent::Ticket::ViewPrint but didn't work for me (doesn't show DynamicFileds in PDF output). Any hint to point me in the right direction? Thanks! [1] http://forums.otterhub.org/viewtopic.php?f=61&t=17088 -- Adrià García-Alzórriz adria.garcia-alzorriz(a)adam.es GPG Public Key: 7E00CC15 Tel. +34 902902685 Travessera de Gràcia, 342 08025 Barcelona http://www.adam.es

1 0

OTRS Authentication against Samba 4 AD implementation?
by David Boyes 28 Jan '13

28 Jan '13

Now that Samba 4 implements Active Directory protocols to the point of being able to implement full AD function without any Windows servers or licenses, has anyone done any work with getting OTRS to authenticate against a Samba 4 AD domain? I'm looking into it here, but if someone's already done it, I'd like to exchange notes about how you did it. (this is a big deal, because it effectively makes doing effective Kerberos and LDAP authentication for OTRS a LOT easier, especially since the Samba 4 servers can be directly integrated into an existing AD domain and managed with the Windows AD tools. The licensing implications of having a fully open-source implementation of AD without per-client license requirements is a Really Big Deal).

2 1

Audit trail of system changes
by Steve Clark 27 Jan '13

27 Jan '13

Hello List, Does otrs 3.1.x keep an audit trail of system changes? Or is there another way I can track who made changes to the system. Thanks, -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

3 2

pratical file sharing in otrs with apache webdav
by Francesco Pasqualini 27 Jan '13

27 Jan '13

Hi, I just finish to setup a pratical (and experimental) solution to give OTRS customer users an upload area in the otrs server: Quite simple and powerfull: in apache conf just enable webdav with custum OTRS auth provider Every customer has a private webdav folder https://upload.mycompany.com/{$otrsCustomerID} OTRS agents can read/write in every folder and can create new customers root folder. WebDav clients tested: Cyberduck, BitKinex and Curl (command line) It's a pleasure to use the OTRS api. Francesco -- Custom OTRS Auth Provider: http://pastebin.com/bC1vZfNW Apache conf follow. <VirtualHost *:443> ServerName upload.mycompany.com DAVLockDB ${APACHE_LOCK_DIR}/DAVLock SSLEngine on SSLCertificateFile /etc/apache2/ssl/upload_ssl.cert SSLCertificateKeyFile /etc/apache2/ssl/upload_ssl.key DocumentRoot "/var/www/upload" PerlLoadModule Apache::AuthenHook PerlModule My::OTRS_SimpleAuthProvider Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec <Directory /var/www/upload> DAV On SetEnv redirect-carefully ForceType application/x-downloadable Options MultiViews Indexes AllowOverride None Order deny,allow Allow from all AuthType Basic AuthName "OTRS Upload area" AuthBasicProvider My::OTRS_SimpleAuthProvider Require valid-user </Directory> </VirtualHost>

1 0

OTRS Survey
by Daniel 25 Jan '13

25 Jan '13

Hey Gusys, anyone know if it is possible to have more then one Survey? I manage 4 Companys in my Ticket-System and each of them want to have a Survey but just one can be master and active :-( -- Mit freundlichen Grüßen Daniel mailto:daniel@linux-nerd.de

2 2

customer web interface or external email ?
by Massimo Sabbatino 24 Jan '13

24 Jan '13

Hello My question is this: In an event handler for the event TicketCreate is it possible to understand if a ticket is opened via customer web interface or through external email ? thank you massimo otrs 3.1.10

3 4

Adding new fields to customer tickets
by Pc Abrantes 24 Jan '13

24 Jan '13

Hello Guys, I'm new to OTRS and Perl development and I'm having trouble adding some new fields to the customer ticket form. One of these fields is the ticket complexity. I've created the table "ticket_complexity" and associated it to the table "ticket". Then, I've created the file Kernel::System::Complexity. On the CustomerTicketMessage.dtl I've added the following code (PS.: this field is a combobox, but I've created as a text field just to see if it would work): ...  <div> <label for="Complexity" class="Mandatory"> <span class="Marker">*</span> $Text{"Complexity"}: </label> <input title="Complexity" type="text" id="Complexity" name="Complexity" value="$QData{"Complexity"}" class="Validate_Required $QData{"ComplexityInvalid"}" /> <div id="SubjectError" class="TooltipErrorMessage" ><p>$Text{"This field is required."}</p></div> <div id="ComplexityServerError" class="TooltipErrorMessage NoJavaScriptMessage$QData{"ComplexityInvalid"}" ><p>$Text{"This field is required."}</p></div> <div class="Clear"></div> </div>  ... When I go to /otrs/customer.pl?Action=CustomerTicketMessage, I can't see this field. Can anyone help me? I'm using OTRS 3.1.12. Thank you. -- *Paulo Cesar Abrantes*

2 4

Weird escalation notification behavior
by Ugo Bellavance 24 Jan '13

24 Jan '13

Hi, My setup is OTRS 3.0.13. I have configured the calendar for business hours: 7-17, Monday to Friday. Our standard SLA is 2 business days for first response (1200 minutes - 10 hours x 2), with notification at 60%. Creating a test ticket on the standard SLA on Monday 14, 10:45, and letting it escalate, give this result: EscalationNotifyBefore sent the 15th, 12:00. EscalationNotifyBefore sent the 16th, 8:20. Escalation on the 16h, 9:00. Creating a test ticket on the standard SLA on Thursday 10, 10:38, and letting it escalate, give this result: EscalationNotifyBefore sent the 14th, 8:20. Escalation on the 14h, 8:40. First, I'm surprised to see that there are usually 2 notifications. I don't understand how this is computed, but I think it is a good idea to have a notification 20 minutes before the escalation when the first response delay is more than an hour. However, I don't understand why a ticket with a first response delay that spans over a week-end doesn't get the 60% EscalationNotifyBefore. Is this a bug? Thanks, Ugo

1 0

Voting System
by Daniel 23 Jan '13

23 Jan '13

Hey Guys, is there any known "addon" for a voting System for otrs? My point is, that the customer is able to vote for the Support if they satisfied or not ;) -- Mit freundlichen Grüßen Daniel mailto:daniel@linux-nerd.de

2 2

Problem with big articles
by Juan Manuel Clavero Almirón 23 Jan '13

23 Jan '13

Hi all, Our OTRS server is having problems serving the body of an article. The size of the body is little more than 2.5 MB. There is an Apache thread at 100%CPU but MySQL:'show processlist' lists all entries in Sleep state. Anyone is having a similar problem? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

1 0

Bug? Follow-up and queue changes
by Lars Jørgensen 22 Jan '13

22 Jan '13

Hi, A ticket is created in queue A. That queue has "ticket locked after follow-up" set to "no". The ticket is moved into queue B. That queue has "ticket locked after follow-up" set to "yes". The ticket is closed while in queue B. The customer follows up. The ticket is not locked to the last owner, but re-opened as unlocked. I'm not exactly sure that it happens every time, but I have seen it a few times now and thought I would raise a flag. Lars

1 1

service type map to a queue
by Steve Clark 21 Jan '13

21 Jan '13

Hello List, Is there a way to have the Service Type cause the ticket to be placed in a specific queue? Thanks, -- 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 1

OTRS statistics with ticket owner?
by Jurjen Verhoeff 21 Jan '13

21 Jan '13

Hi list, We use OTRS 2.4.7 We want to generate an overview with the open tickets and see who handles that ticket. - Is it possible to create a report (with the Statistics module) and have the ticketowner in the report? I do not see the ticketowner field in the selction list when creating a stat. Thanks for you help, Jurjen Verhoeff

2 2

Re: [otrs] How to send e-mails to all customers in the same time
by Romain Pichard 21 Jan '13

21 Jan '13

Hello, First of all, thank you so much for your message. Yes it is exactly what I want, I want to send e-mail to my customers in order to inform about maintenance. - Ok, so if I understand what you said, it is necessary to develop our own plugin for OTRS if we want to do that. or - Show a message for my customers on the login page of the OTRS platform. Is it true ?Thanks again. Regards,Romain

1 0

How to send e-mails to all customers in the same time
by Romain Pichard 21 Jan '13

21 Jan '13

Hello all, I started on OTRS 1 week ago and it's a great tool. I would like to know if it is possible to send an e-mail to all my customers.In fact, If I understand all customers are, by default, in the group "users". So I used the "Admin notification" and I selected the group "users" and checked "Also send to the customers in groups". All agents/admins received the e-mail but not my customers. Is it normal ? Have you any suggestion ? Thanks in advance.Regards, Cheupi

2 1

Ticket disappear after its closed
by Jean BROW 20 Jan '13

20 Jan '13

Hello, After an agent answer the ticket and chose "closed successful" he will not find it if he try to search for it later. I do not find it from the "root" (admin) user either. This do happen to around 50 % of the ticket in the system. Anyone know what is wrong?

3 4

Where can I download OTRS Add-Ons
by Jean BROW 20 Jan '13

20 Jan '13

Hello, Anyone know where I can download OTRS Add-Ons ?

2 1

Config Item URL
by Esteban Monge 18 Jan '13

18 Jan '13

Hello. Can I pass different arguments for CMDB Config Items? If I can pass otrs/index.pl?Action=AgentITSMConfigItemZoom;ConfigItemID=534 Maybe can be pass an argument with ConfigItemName for example: otrs/index.pl?Action=AgentITSMConfigItemZoom;ConfigItemName=SadWindowsServer If possible?

1 0

ACL to hide Dynamic Field
by Juan Manuel Clavero Almirón 18 Jan '13

18 Jan '13

Hi all, I'd like to know if it's possible (and, if so, how) to hide a Dynamic_Field from a view using ACL. I know I can remove all the possible options from a Dynamic_Field, but I want to totally hide the field. Kind regards, Juan Clavero

2 1

"Time units" mandatory for certain group or role (otrs 3.1.12)
by IT-Support 17 Jan '13

17 Jan '13

Hi, is there a way to set the "time units" field required for specific users, groups or Roles? I know, there is a config item to set it for everyone (Ticket::Frontend::NeedAccountedTime) Thank you! Best regards, Timo

3 2

Cannot connect to MS SQL Database
by Bevan Agard 16 Jan '13

16 Jan '13

Guys & Gals I need some help here. I am trying to setup OTRS ITSM to prove to my boss that it can do as good if not better job than Maximo. The problem is that they want me to set it up utilizing our existing MS SQL 2005 database. I have OTRS installed on a CentOS 6.3 server. I followed all the instruction I found everywhere and from the command line using isql, it works. I even found a perl script to test if my configuration outside of OTRS is good and that works too. However when I run CheckDB.pl it gives me the following: [root@tetron otrs]# bin/otrs.CheckDB.pl DBI connect('mssql;uid=otrs;pwd=Password123;','otrs',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) at /opt/otrs/Kernel/System/DB.pm line 256 ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.10.1 OS: linux Time: Wed Jan 16 10:17:50 2013 Message: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) Traceback (31291): Module: Kernel::System::DB::new (v1.144.2.2) Line: 227 Module: bin/otrs.CheckDB.pl (v1.4) Line: 52 Trying to connect to database DSN: dbi:ODBC:mssql;uid=otrs;pwd=Password123; DatabaseUser: otrs No database connect! =================================================== This is my #/etc/odbc.ini [mssql] Driver = FreeTDS Servername =mssql Port = 1433 Database = otrs #/etc/odbcinst.ini # Driver from the mssql-connector-odbc package # Setup from the unixODBC package [FreeTDS] Description = ODBC for Microsoft SQL Driver = /usr/lib64/libtdsodbc.so.0 Setup = /usr/lib64/libtdsS.so UsageCount = 1 Threading = 2 #/etc/freetds.conf [mssql] host = otrs-mssql port = 1433 tds version = 7.0 dump file = /var/log/freetds.log This is really frustrating and I can't seem to figure this out. Does anyone out there have any clues. Any guidance would be appreciated. Trust that all thing would work out for the good. Keep standing. Keep believing. Keep hoping. Keep moving forward. Advertise Your goods and services for free on Trin e-Ads http://www.trin-e-ads.com

2 3

Can I use multiple ACLs to remove statuses allowed in a view?
by Bogdan Iosif 16 Jan '13

16 Jan '13

Hi, Can someone more knowledgeable please confirm the following observation about ACL behavior? In short, I unexpectedly failed to use two different ACLs to remove some allowed values in the statuses available in a given view. I'll fabricate a synthetic example to illustrate the strange behavior that I would like confirmed. Let's assume the only defined statuses in my system are: new, open, pending reminder, closed successful and closed unsuccessful. Let's also assume that I have the following two ACLs, designed to apply everywhere: $Self->{TicketAcl}->{'100-ACL-First'} = { Properties => { }, PossibleNot => { Ticket => { State => ['pending reminder'] }, }, }; $Self->{TicketAcl}->{'200-ACL-First'} = { Properties => { }, PossibleNot => { Ticket => { State => ['closed unsuccessful'] }, }, }; Now, what I expected to end up with in the list of possible statuses from a view such as AgentTicketCompose was the initial list of statuses minus BOTH "pending reminder" and "closed unsuccessful". Instead, I ended up with the initial list minus ONLY "closed unsuccessful". I was very surprised, it seems like a major restriction in what is possible to achieve with ACLs because I can't imagine being able to express all the conditions that affect the allowed values in a field within a single ACL. Is this the intended behavior of ACLs? Thanks, Bogdan

2 3

respect foreign ticket IDs
by Jan.Dreyer＠bertelsmann.de 16 Jan '13

16 Jan '13

Hi, our client wants to send reports automatically on regular basis to our ticket system. The foreign system doesn't know about the corresponding ticket number in OTRS, but has own identification numbers of the cases. Is it possible to let OTRS sort the incoming mails into the corresponding ticket? E.g. * First appearance of a foreign number creates a ticket * Following references to the foreign number append the article to the existing OTRS ticket It's possible to modify the Mail headers (I think). So I thought about the following possible solution: * Insert a mail header X-OTRS-TicketNumber * In Postmaster Mail Account definition enable "Trusted" * OTRS automagically respects the foreign number I think that's Utopia, isn't it? Are there any other ways? Do I have to modify the sources to let OTRS recognize the foreign numbers? Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS

5 12

Re: [otrs] Why don?t work for me ACL with Dynamic Fields
by Antonio Sarmiento 15 Jan '13

15 Jan '13

Thanks Nils for your quick response, but I'm NOT using root@localhos, I'm using other agent in admin group Best regards Antonio Date: Tue, 15 Jan 2013 14:23:14 +0100 From: Nils Leideck <nils.leideck(a)leidex.net> Subject: Re: [otrs] Why don?t work for me ACL with Dynamic Fields Are you logged in with root@localhost ? On 15.01.2013, at 13:46, Antonio Sarmiento wrote: > Hi, > I'm trying to restrict the values shows in a phone ticket for a Dynamic > Field, depending on the Service selected using the following ACL in > config.pm : > > $Self->{TicketAcl}->{'250-ACL-CATEGORIA'} = { > # match properties > Properties => { > # current action match properties > Frontend => { > Action => ['AgentTicketPhone','AgentTicketEmail'], > }, > # current ticket match properties > Ticket => { > Service=> ['INCIDENTES::Comunicaciones::REDES'], > } > }, > # return possible options (white list) > Possible => { > Ticket => { > DynamicField_DF1 => ['HUB','WIFi'], > }, > }, > }; > > But it don?t work because shows the 8 values stored in DF1 > > The names of services are ok and name and key of the dynamic field is the > same > Dynamic field where defined, store with data and declare in phone ticket > Other ACL which not involves Dynamic fields are working ok NOT Using root@localhost, I using other agent in admin group > win7,OTRS3.1.12, ITSM3.1.7,Mysql > > Somebody could help me? > > I appreciate your help > > Best regards > > Antonio > > --------------------------------------------------------------------- > 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 Cheers, Nils -- http://webint.cryptonode.de / a Fractal project

2 1

Are config options ViewableSenderTypes and UnlockStateType dead-weight?
by Bogdan Iosif 15 Jan '13

15 Jan '13

Hi everyone, I was looking into the config options from subject and was unable to find any use for them even after I searched through the source code. Here are a couple of details I was able to gather: - Ticket::ViewableSenderTypes = Help is incomplete saying only: Defines the default viewable sender types of a ticket (default: customer) = Unable to find anything useful by searching v3.1.9 sources for the text "ViewableSenderTypes". I found this config option referenced in only two places, the new() methods of "Kernel::Modules::AgentTicketQueue" and "Kernel::Modules::CustomerTicketOverview" but then I wasn't able to determine where/how it is actually used. - Ticket::UnlockStateType = Help is incomplete saying only: Defines the valid states for unlocked tickets = Unable to find anything useful by searching v3.1.9 sources for the text "UnlockStateType". I found this config option referenced in only one place, the new() method of "Kernel::System::State" but then I wasn't able to determine where/how it is actually used. *** Does anyone know about the usefulness of these options? *** /bogdan

2 1

Why don´t work for me ACL with Dynamic Fields
by Antonio Sarmiento 15 Jan '13

15 Jan '13

Hi, I'm trying to restrict the values shows in a phone ticket for a Dynamic Field, depending on the Service selected using the following ACL in config.pm : $Self->{TicketAcl}->{'250-ACL-CATEGORIA'} = { # match properties Properties => { # current action match properties Frontend => { Action => ['AgentTicketPhone','AgentTicketEmail'], }, # current ticket match properties Ticket => { Service=> ['INCIDENTES::Comunicaciones::REDES'], } }, # return possible options (white list) Possible => { Ticket => { DynamicField_DF1 => ['HUB','WIFi'], }, }, }; But it don´t work because shows the 8 values stored in DF1 The names of services are ok and name and key of the dynamic field is the same Dynamic field where defined, store with data and declare in phone ticket Other ACL which not involves Dynamic fields are working ok win7,OTRS3.1.12, ITSM3.1.7,Mysql Somebody could help me? I appreciate your help Best regards Antonio

2 1

open ticket forwarding mail
by Francesco Pasqualini 10 Jan '13

10 Jan '13

Hi, is there some feature/configutation to open a ticket forwarding an email. The use case is: We have an email address connected to OTR, helpdesk(a)mycompany.com, but sometime I receive requests in my own mailbox and I want to forward to OTRS. Is there a way to forward this email to OTRS and automatically open a ticket for the original sender ? It would be nice something like this: I reply-all to the customer email, cc:helpdesk@mycompany.com and In the body of the message I add before the quoted text: "I open an OTRS ticket for you: sender(a)customer.com" ...so that OTRS can get the correct sender (via a filter ?) What solution do you suggest for this requirement ? thanks Francesco

4 9

Not autoreplying on vacation messages?
by Ralf Hildebrandt 10 Jan '13

10 Jan '13

We have one queue with an automatic responses configured. Since we're using the email address of this queue for sending out reminders ("Your account is about to expire on ..."), we're getting out-of-office replies back to the queue, which are then automatically replied to. So, what I'd like to know is how I can prevent OTRS from replying when the Subject: contains "Abwesend:" (which is a good indication for an out of office autoreply in Germany). -- 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

OTRS Add-On
by Adi Ariyanto 10 Jan '13

10 Jan '13

Dear All I want to know is OTRS Add On is free or not ? I see that there is a add on called Based Queue Routing Add On, but I cant download it, my online repository is only FAQ OTRSMasterSlave Survey SystemMonitoring Time Accounting IPhoneHandle Thank You Best Regards Adi Ariyanto Computer Support & Maintenance ________________________________ This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.

2 1

Title length limitation of FAQ
by Derek Kiely 07 Jan '13

07 Jan '13

Is there a way to increase the length of FAQ Title in OTRS. I find there is a limitation to FAQ title, only 120 characters allowed. But seems no configuration in SysConfig could make a change to this. How could I enter longer title? And, the FAQ Explorer shows only 65 characters of the title, how to make it show more? Derek Kiely

2 1

Delete an article
by Jean BROW 07 Jan '13

07 Jan '13

Hi, Anyone know if its possible to delete an article in a ticket?

3 2

LDAP error message: Authentication succeeded, but no customer record found in the customer backend
by Pascal Guilloux 06 Jan '13

06 Jan '13

Hi all I have the message below when I modify from the OTRS admin interface (Edit Config Settings in Framework -> Frontend::Customer::Auth) for customer modules. "Authentication succeeded, but no customer record is found in the customer backend". It seems able to communicate with my LDAP server and it gets a return from the LDAP server that the login and password are good but doesn't seems found in the customer backend, is it talking about the OTRS database? If yes, do I need to create a user for each of them in my OTRS Database? Or it is something else I am missing because I have more than 500 users. It will be a real pain to insert one by one in the OTRS Database. This is the logs: [Fri Jan 4 14:48:29 2013][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: otrstest (CN=OTRS TEST,OU=IT,DC=uq,DC=edu,DC=au) authentication ok (REMOTE_ADDR: 127.0.0.1). [Fri Jan 4 14:48:29 2013][Error][Kernel::System::CustomerUser::SetPreferences][506] No such user otrstest'! All LDAP modifications/configurations have been done by the admin interface in OTRS (Edit Config Settings in Framework -> Frontend::Customer::Auth), nothing has been modified in the config.pm. QUESTIONS: 1) Is it better to the modification with the config.pm than the OTRS admin interface (Edit Config Settings in Framework -> Fontend::Customer::Auth)? 2) If I change the config.pm, do I need to modify the OTRS admin interface at the same time? Because some options are missing at the OTRS admin interface for the customer ldap, I was wondering if I have to update that page and the config.pm at the same time and each time. 3) When the customer authenticates by the LDAP but doesn't have any account in the OTRS Database, does it copy/insert/create the customer information in the OTRS Database? I read in a post that it insert in the OTRS Database when the customer authenticate for the first time, but it doesn't seem doing. If not, is there a way to do it? 4) If it copy in the OTRS Database or not, is it possible to import different customer from different OU and attach each OU to different QUEUE in an automatic way? I wouldn't want to modify 500+ users one by one. 5) Is it normal that the REMOTE_ADDR is 127.0.0.1 in the log? my LDAP server and the OTRS server are 2 different servers, is it normal I have local host IP address? Don't hesitate to contact me on my email, p.guilloux(a)uq.edu.au Thank you in advance for your answers and time. Regards Pascal

1 0

Add Priority Options to Email Compose & Phone Inbound/Outbound
by Derek Kiely 04 Jan '13

04 Jan '13

Is it possible to add the option to modify a tickets priority to the Email compose or Phone call outbound/inbound so that agents can easily change the priority when sending a response. Derek Kiely

1 0

LDAP AUTHENTICATION ISSUE
by Pascal Guilloux 02 Jan '13

02 Jan '13

Hi I am using the version OTRS 3.1.9 I - WEB ADMIN INTERFACE I am trying to setup the LDAP authentication on the OTRS admin interface, it doesn't seem working, and nothing happens, whatever the configuration I changed to (even after I restart the OTRS service). Do I need to change directly the Kernel/Config.pm to make it works? Modules used on the Admin interface: These are the only modules modified, am I missing anything? Customer::AuthModule => LDAP Customer::AuthModule::LDAP::Host => servername.uq.edu.au Customer::AuthModule::LDAP::BaseDN => dc=uq,dc=edu,dc=au Customer::AuthModule::LDAP::UID => sAMAccountName Customer::AuthModule::LDAP::GroupDN => CN=xxxx, OU=IT,DC=uq,DC=edu,DC=au Customer::AuthModule::LDAP::UserAttr => UID Customer::AuthModule::LDAP::SearchUserDN => CN=xxxx, OU=IT,DC=uq,DC=edu,DC=au Customer::AuthModule::LDAP::SearchUserPw => xxxx Message from the log: System::User::UserLookup][797] No UserID found for 'testotrs'! System::Auth::DB::Auth] User: testotrs doesn't exist or is invalid!!! (REMOTE_ADDR: xxx.xxx.xxx.xxx) The user exist on the LDAP server II - config.pm modification When I tried to change directly in the config.pm, I have an error message after followed the step below and restarted the OTRS service: http://lists.otrs.org/pipermail/otrs/2010-February/030812.html Error message: "use" not allowed in expression at C:/PROGRA~2/OTRS/OTRS/Kernel/Config.pm line 198, at end of line syntax error at C:/PROGRA~2/OTRS/OTRS/Kernel/Config.pm line 198, near "use strict" BEGIN not safe after errors--compilation aborted at C:/PROGRA~2/OTRS/OTRS/Kernel/Config.pm line 199. Compilation failed in require at C:\PROGRA~2\OTRS\OTRS\bin\otrs.Scheduler4win.pl line 36. BEGIN failed--compilation aborted at C:\PROGRA~2\OTRS\OTRS\bin\otrs.Scheduler4win.pl line 36. The expression not allowed, is the one it been told not be edit: # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# Maybe it doesn't work on my OTRS version or again, I am missing something. Thank you in advance for your help and time. Don't hesitate to contact me p.guilloux(a)uq.edu.au Happy new year :) Regards Pascal

3 2

Customer AutoComplete
by Nick Lapp 01 Jan '13

01 Jan '13

Sorry if this has been answered before, but I've been searching and haven't found anything. Is it possible to make the customer auto complete box on the new ticket pages search by first name, last name, and email address? Right now it is only searching on email address. Thank you! Nick OTRS 3.1.12

2 1

One message from crontab - otrs 3.1.12
by Radek Krejča 01 Jan '13

01 Jan '13

Hello, I got this message: Use of uninitialized value $encstr in substitution (s///) at /usr/local/lib/perl5/site_perl/5.14.2/MIME/Words.pm line 183. Use of uninitialized value $encstr in scalar assignment at /usr/local/lib/perl5/site_perl/5.14.2/MIME/Words.pm line 184. Use of uninitialized value in numeric ge (>=) at /usr/local/lib/perl5/site_perl/5.14.2/MIME/Words.pm line 190. Use of uninitialized value $Subject in substitution (s///) at /usr/local/otrs/Kernel/System/EmailParser.pm line 772. Use of uninitialized value $Subject in numeric gt (>) at /usr/local/otrs/Kernel/System/EmailParser.pm line 773. Use of uninitialized value $Subject in string eq at /usr/local/otrs/Kernel/System/EmailParser.pm line 777. What is problem? Thank you, Radek

1 0

SLA
by Jean BROW 31 Dec '12

31 Dec '12

Dear OTRS team, How can I create an SLA that alert me as admin every time we have an ticket where customer have waited more than x hours for an replay?

2 1

upcoming events in otrs
by ravi shanker 28 Dec '12

28 Dec '12

hi, i'm using otrs 3.1.7.i query i have is ticket placed in pending state will appear in Dashboard->upcoming events. in dashboard it is viewable to only agent who has put in pending status...can we configure it to show it all members of group Ravi Shankar

2 1

New tickets issues
by khaled mohamed 27 Dec '12

27 Dec '12

Dear OTRS team, Kindly help me in 2 issues in OTRS 3.1.12 1- How to replace type and TO menus when customer create new ticket ? 2- How change skin/themes on customer interface link ? Thanks in advance and I appreciate your usual support. Thanks and best regards, Khaled M.Abu Hussein System Administrator Technology and Information Systems Department Description: edrak_Signature <http://www.edrak-developments.com/> www.edrak.com.eg Edrak for Edutainment Projects Development Co. Administration Building #214, Second Sector, The City Center New Cairo, 11477, Egypt Telephone: +202 2929 6957 / 58 / 59 Ext: 1143 Fax: +202 2929 6961 Mobile: +201111140930 BBM : 27B6550F CONFIDENTIAL & DISCLAIMER NOTICE The information contained in this message is confidential and is intended for the addressee(s) only. If you have received this message in error or there are any problems please notify the originator immediately. The unauthorized use, disclosure, copying or alteration of this message is strictly forbidden. Edrak will not be liable for direct, special, indirect or consequential damages arising from alteration of the contents of this message by a third party or as a result of any malicious code or virus being passed on. Views expressed in this communication are not necessarily those of Edrak. If you have received this message in error, please notify the sender immediately by email, facsimile or telephone and return and/or destroy the original message. P Please consider the environment before printing this email Description: Description: Description: Description: Description: Description: Description: Description: d - man.jpg

3 3

upgrade from 2.3 to 3.1 mysql character set UTF8
by Coert Waagmeester 27 Dec '12

27 Dec '12

Hello all, I have successfully and carefully upgraded OTRS from 2.3 on a Centos 2.5 box to 3.1 on a new Centos 6.3 box. So far everything seems to be working. According to Admin > Support Assessment, I have to set the database to use utf8 instead of latin1. Googled till I am blue in the face, and found the following: My otrs DB: mysql> SELECT default_character_set_name FROM information_schema.SCHEMATA S WHERE schema_name='otrs'; +----------------------------+ | default_character_set_name | +----------------------------+ | latin1 | +----------------------------+ 1 row in set (0.00 sec) This DB went through all the correct upgrade steps. I started by installing otrs 2.3 and restoring the data. Upgraded to 2.4, 3.0, and 3.1, and for each upgrade ran the appropriate DBUpdate sql files and perl scripts. Is there a way to change the existing DB from latin1 to UTF8? according to google I have to for loop through each table? Any help would be greatly appreciated! Kind regards,

2 1

Send Article via GenericInterface
by Marcus Weseloh 20 Dec '12

20 Dec '12

Hi all, I recently discovered the new GenericInterface in OTRS 3.1 which looks very promising! Together with a slightly modified/fixed version of the WSDL file it makes SOAP API calls much easier compared with the old rpc.pl style API. However, it seems like the GenericInterface doesn't provide a way to create a ticket/article and immediately send the article out to the customer. The rpc.pl API allows me to call ArticleSend instead of ArticleCreate to mail the article, the GenericInterface::Ticket::TicketCreate call uses ArticleCreate internally and so doesn't send the article. Is there any way to send an article via the GenericInterface? And if not, are there any plans to implement that feature in the foreseeable future? Cheers, Marcus

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Re: [otrs] Fetching mails from Lotus Domino without POP/IMAP access
by Gabriele D'Andrea 20 Dec '12

20 Dec '12

Thanks everybody for the responses. As I thought, there are no other suitable solutions. Michiel Beijen's suggestion is not allowed by current policies. I'll take a look at LNGS, as Patrick suggested, however I'll try to press for relaxing company policies. I really appreciate your help Regards Gabriele

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Fetching mails from Lotus Domino without POP/IMAP access
by Gabriele D'Andrea 19 Dec '12

19 Dec '12

Hi, I need to configure OTRS for fetching emails from a Lotus Domino server. Unfortunately, the Domino server cannot be configured for use with IMAP or POP3 protocols. Whats' more, even forwarding emails to a different account on another domain is not an option. These limitations depend on severe company policies, that I cannot superseed. Is there a way to allow OTRS fetching mails from Domino, using the native domino protocol? Alternatively, is there some kind of sowtware that can act as a gateway to the domino server? Thank you very much for any kind of support -- Gabriele D'Andrea

5 5

Generic Agent Not Running
by Nick Lapp 15 Dec '12

15 Dec '12

Hello all! I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs stopped running. I did a bit of research and I think I found the issue but am not sure how to resolve it. Below are the commands that I have run and their results: [root@IMESD-OTRS bin]# crontab -l -u root no crontab for root [root@IMESD-OTRS bin]# crontab -l -u otrs no crontab for otrs [root@IMESD-OTRS bin]# ./Cron.sh restart otrs /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ no crontab for otrs failed /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ "/opt/otrs/var/tmp/otrs-cron-tmp.1748":109: bad minute errors in crontab file, can't install. Failed I also verified the following lines in the generic agent cron files: /opt/otrs/var/cron/generic_agent */20 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null /opt/otrs/var/cron/generic_agent-database */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null Any help would be much appreciated! Nick

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system monitoring and multiple sources of alarms - regex
by Nico Hoffmann 15 Dec '12

15 Dec '12

Hello List, I have a problem with System Monitoring in OTRS 3.1.11 and multiple sources of alarms. The one source is an Icinga instance and this is working as expected. The other instance is the Hetzner system monitoring available for all root servers, that sends a little bit other notifications like Icinga/Nagios. Here is an example of a notification: ---- Subject: Notification for 5.9.55.176 (irgendwas.bacanol.de<http://irgendwas.bacanol.de>) -> smtp:OK Body: Notification for 5.9.55.176 (irgendwas.bacanol.de<http://irgendwas.bacanol.de>): ==> SMTP <== State is now: OK (17:19h 2012.12.13) State before: ERROR (was 14 minutes) Service params: port=25 Service uptime: 99.96% Check output: > smtp connection works ---- My regex is like the following: FromAddressRegExp: alarmingaddress(a)bacanol.de<mailto:alarmingaddress@bacanol.de>|support(a)hetzner.de<mailto:support@hetzner.de> HostRegExp: \s*Host:\s+(.*)\s*|^Notification.*$(.*)$ ServiceRegExp: \s*Service:\s+(.*)\s*|\s*==>\s+(.*)<==\s* StateRegExp: \s*State:\s+(\S+) ---- Do you have any idea why the system claims that "SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring"? I tried to test my regex with external sites and perl support, but OTRS seems to treat this maybe different? Thank you and best regards, Nico

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FAQ Search
by Luchtman, Kurt 14 Dec '12

14 Dec '12

How can I make the FAQ search more efficient. Example, 1 FAQ has the keywords of Split Decision date. Now, if I do a search for Split Decision, it will come up. But if I do a search for Split, Decision it won't come up. I need to be able to search using 2 or more keyword variables. I don't mind using Full Text search or Keyword search. Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Lead ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

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New OTRS additional module UserImportExport
by Anna Brakoniecka 14 Dec '12

14 Dec '12

Hello OTRS-Community, beyond the already published OTRS Import-Export-extensions, here you can find the newest free community module: UserImportExport 1.0.0 http://www.cape-it.de/additional-modules.html This module is also available at OPAR: http://opar.perl-services.de/bin/index.cgi/package/author/CAPEIT Kind regards and have a nice weekend. Anna - - - - - - - - - - - - - - - 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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 51, Issue 9 ***********************************

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using captcha in otrs
by ravi shanker 14 Dec '12

14 Dec '12

hi,ch need info on implementing CAPTCHA in otrs customer registration form to prevent spam users.appreciate any help on this. Ravi Shankar

2 1

Drop down menu
by Luchtman, Kurt 13 Dec '12

13 Dec '12

Hi, I am currently using 3.1.11 on Cent OS system. We have created a Dynamic field for the end users to select a required location that they are in (as they move each week). Sometimes an agent will create a ticket for the user and sometimes that field is wrong. How can I make a Dynamic Field in ticket view to be editable? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Lead 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

3 3

Link OTRS tickets (or articles) to existing CRM system
by Jean BROW 13 Dec '12

13 Dec '12

Hi all, My challenge is this - We have an existing CRM system. Currently our support agents are copying the ticket ID over to the CRM system every time they receiving an ticket. Anyone have any good idea how I can make the life more easier for my support agents? Thanks.

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Using soap to create faq item from csv file
by Bruno Cardon 13 Dec '12

13 Dec '12

Hi Is there any information available / example on how to create a faq item using the soap interface. We are using otrs 3.1.10 and FAQ 2.1.3 We need to import a external database (csv-file with language- question - solution) into the otrs faq and want to this using php and soap. I find this in faq.pm, but don't know / find where to put the language - question - solution of the faq item =item new() create a faq object use Kernel::Config; use Kernel::System::Encode; use Kernel::System::Log; use Kernel::System::Main; use Kernel::System::DB; use Kernel::System::Time; use Kernel::System::FAQ; my $ConfigObject = Kernel::Config->new(); my $EncodeObject = Kernel::System::Encode->new( ConfigObject => $ConfigObject, ); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, ConfigObject => $ConfigObject, ); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, ); my $MainObject = Kernel::System::Main->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, LogObject => $LogObject, ); my $TimeObject = Kernel::System::Time->new( ConfigObject => $ConfigObject, LogObject => $LogObject, ); my $DBObject = Kernel::System::DB->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, LogObject => $LogObject, MainObject => $MainObject, ); my $FAQObject = Kernel::System::FAQ->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, LogObject => $LogObject, DBObject => $DBObject, TimeObject => $TimeObject, MainObject => $MainObject, ); =cut

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Re: [otrs] How to setup customer users,
by Aad Leenheer 12 Dec '12

12 Dec '12

I wonder if Jack has found any Solution on How to setup customer users, customer groups and permissions : Hi Guys, Here is the scenario, 1. A customer company has two bosses, Bob(CEO) and Joe(CFO). 2. They have two major departments, Accounting and Sales. There are about 10 employees in each department. 3. Joe is responsible for the Accounting department. And May is the head of Sales department. Requirement, 1. The customer company wants to have 3 groups of tickets, tickets of Accounting (Group A), tickets of Sales (Group B) and tickets of general requests (Group C). 2. Bob and Joe can see all company's tickets. 3. Customer users can only see their own tickets and general tickets. 4. May is able to see all the tickets from Sales department and General tickets. Any idea on how to setup this? Thanks! Jack Thanks in Advance, Aad

3 4

Loosing attachments in otrs 3.0.4
by Radek Krejča 11 Dec '12

11 Dec '12

Hi, I am using otrs 3.0.4 for cca 2 years. I am downolading e-mails from MS Exchange 2007 server over pop3. About 3 month I can see sometimes, that some message in otrs lost attachments but if client sent message directly to me, everything is allright. Attachments are small, in every case (but till this time) are pdf. I cannot simulate it so I dont know i which case are attachments lost. Where I should look for mistake? Thank you Radek

2 1

soap api
by rakesh padiyath 06 Dec '12

06 Dec '12

Hi, Customer information are stored in centralized database... How to map those data with customer information field in otrs using SOAP API

1 0

Postmaster filter
by rakesh padiyath 06 Dec '12

06 Dec '12

Hi , The mails are filtered based on filter condition in postmaster filter, I created a regex condition for body in postmaster filter, and the mails are filtering and assigned to the mapped queue... How can i set condition for both subject and body in postmaster filter....

1 0

Cross-Site Request Forgery(CSRF)
by ravi shanker 06 Dec '12

06 Dec '12

Hi, we are hosting otrs in internet and our testing team found CSRF issue with otrs in customer & FAQ tab..how to resolve this. Ravi Shankar

2 1

Re: [otrs] ACL with FREETEXT ISSUE
by Antonio Sarmiento 05 Dec '12

05 Dec '12

Gerald, win 7, OTRS 3.1.11, itsm 3.1.6, Mysql, Apache I followed your suggestion, and move to 3.1.11, but don't work . attached you can see data of my Dinamic Field definition & ACL part of my config.pm Dynamic Field Definition Dynamic Fields - Ticket: Modificar Dropdown Field Name DF1 Label Subcategoria Possible Values Key Value Firewall Firewall Proxy Proxy RAS RAS VPN VPN Direcciones IP Direcciones IP Fibra optica Fibra optica Hub Hub Router Router Conectividad Satelital Conectividad Satelital Switch Switch RAS1 RAS1 PANEL1 PANEL1 #[Kernel/Config.pm] # ticket acl $Self->{TicketAcl}->{'ACL-CATEGORIA'} = { # match properties Properties => { # current action match properties Frontend => { Action => ['AgentTicketPhone','AgentTicketEmail'], }, # current ticket match properties Ticket => { Queue => ['Comunicacion::Redes'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { DynamicField_DF1 => [ 'Firewall', 'Proxy', 'RAS', 'VPN', 'Direcciones IP', 'Fibra óptica', 'Hub', 'Router', 'Conectividad Satelital', 'Switch' ], }, }, # remove options (black list) # PossibleNot => { # possible ticket options (black list) #Ticket => { # DynamicField_DF1 => [ # 'RAS1', #'PANEL1' # ], # }, #}, }; # ----------------------------------------------------------------------- # END of ACL configurations I try with white list and black list & in both case don't work, because it show all the values defined for this dynamic field and no only the values identified in config.pm (the last two values, both ended by 1, must be omitted for this queue) I appreciate if somebody could help me. Antonio >> Date: Fri, 19 Oct 2012 19:20:38 -0400 >>From: Gerald Young <crythias(a)gmail.com> >> Subject: Re: [otrs] ACL with FREETEXT ISSUE >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: >> <CAKk-oUKh=TCiEkbs3MUOC_8Ge-TpJw05fX5jYB2_-ACZhvT4PA(a)mail.gmail.com> >> Content-Type: text/plain; charset="iso-8859-1" >> >> I'm sorry for the confusion. I've been answering the other question >>(When >> can I show this dynamic field but only for certain queues)... >> Yes, the ACL should work. you need both a key and a value for >>freetext, If >> I recall correctly. However, I'd strongly suggest you consider >>options for >> moving to 3.1 because information provided for 2.4 may not >>appropriately >> translate for 3.1, for instance, due to the use of dynamic fields to >>hold >> the data. >> >> On Fri, Oct 19, 2012 at 2:24 AM, Antonio Sarmiento >><asarmiento(a)mi.cl> wrote: >> >>> Gerald, >>> Thanks for your quick response >>> >>> But with this solution, I must think ACL with Freetext don't work? >>> >>> Because I want use only one freetext (1) for all queues & control >>>with ACL >>> the value of the free text to be displayed for each queue. >>> >>> Is it posible? I follow the guide >>> http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom&ItemID=68 >>> >>> or the best way is that you suggest? >>> >>> Regards >>> >>> Antonio >>> >>> Date: Wed, 17 Oct 2012 20:58:12 -0400 >>> From: Gerald Young <crythias(a)gmail.com> >>> Subject: Re: [otrs] ACL with FREETEXT ISSUE >>> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >>> Message-ID: >>> < >>> CAKk-oULW1Kighbxa56uuF+XdoMuroDk01-pQOmPvO_UTqk2m-Q(a)mail.gmail.com> >>> Content-Type: text/plain; charset="iso-8859-1" >>> >>> http://forums.otterhub.org/viewtopic.php?f=60&t=8032 >>> >>> On Wed, Oct 17, 2012 at 8:37 PM, Antonio Sarmiento >>><asarmiento(a)mi.cl> >>> wrote: >>> >>> > I'm trying to display a subset of freetext values depending on the >>> > queue selected. >>> > For this I did the following configuration: >>> > >>> > In my freetext1 config I have: >>> > >>> > $Self->{'TicketFreeKey1'} = { >>> > 'TIPO CI' => 'TIPO CI AFECTADO' >>> > }; >>> > $Self->{'TicketFreeText1'} = { >>> > 'DNS' => 'DNS', >>> > 'Fibra optica' => 'Fibra Optica', >>> > 'Firewall' => 'Firewall', >>> > 'Hub' => 'HUB', >>> > 'Panel' => 'PANEL', >>> > 'Proxy' => 'Proxy', >>> > 'RAS' => 'RAS', >>> > 'WEB' => 'WEB' >>> > }; >>> > >>> > My ACL script in config.pm is: >>> > # ticket acl >>> > $Self->{TicketAcl}->{'ACL-CATEGORIA'} = { >>> > # match properties >>> > Properties => { >>> > # current action match propertiess >>> > Frontend => { >>> > Action => >>>['AgentTicketPhone','AgentTicketEmail'], >>> > }, >>> > # current ticket match properties >>> > Ticket => { >>> > Queue => ['Comunicacion::Redes'], >>> > }, >>> > }, >>> > # return possible options (white list) >>> > Possible => { >>> > # possible ticket options (white list) >>> > Ticket => { >>> > TicketFreeText1 => ['HUB','PANEL','Proxy'], >>> > #TicketFreeKey1 => ['RAS'], >>> > }, >>> > }, >>> > # remove options (black list) >>> > #PossibleNot => { >>> > # possible ticket options (black list) >>> > # Ticket => { >>> > #TicketFreeText1 => ['HUB','PANEL','Proxy'], >>> > # TicketFreeKey1 => ['DNS','RAS','WEB'], >>> > # }, >>> > #}, >>> > }; >>> > >>> > But it don't work because it display all the values in phone new >>> > ticket, where I enable this freetext >>> > >>> > Please, Would somebody helpme >>> > I apreciate your help >>> > >>> > Antonio >>> > >>> > >>> > >

1 0

After Hours/Holiday AutoResponse
by Gerald Young 05 Dec '12

05 Dec '12

Hey, all, holidays are coming up and ... wouldn't it be nice if there were a way to change your queue's autoresponse to let your customers know that you'll be closed and when you'll be able to return? http://forums.otterhub.org/viewtopic.php?f=60&t=18347 (Summary if you don't want to click: command line change of autoresponse<->queue coupled with cron) I'd appreciate any feedback on this.

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