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Show picture of customer in AgentTicketZoom
by Lars Jørgensen 04 Dec '12

04 Dec '12

Hi. I have this url-thingy: http://images.company.com/login.jpg The "login" part actually corresponds to what OTRS calls "Login" in the customer information box. It's a repository of pictures of all our customers. Well, most of them. In my case, my login is "lajo" so that url would be http://images.company.com/lajo.jpg I would like to display a picture of the customer in that box. I can't for the life of me figure out where to even start. So far my best bet is LayoutTicket.pm, but as I don't know perl, I'm pretty much stumped. Is there an easy(ish) way to get those pictures up on the page? -- Lars

2 4

Post install ticket
by Roman Gelfand 04 Dec '12

04 Dec '12

After installing otrs, I found an odd tickets in a queue. It was signed by darthwader. Is this ticket generated on install or should I be concerned about my network security? Thanks in advance

2 1

restore article_attachment from article_plain after table crash
by Tim Fischer 03 Dec '12

03 Dec '12

Hi, in my otrs installation i've a partly destroyed article_attachment table. All attachments of 2 month are lost after repair proccess. I saw that the attachments are still saved in the article_plain table. Is there a simple method or tool to "convert" the attachments out of the plain e-mail into the attachment-table? All other tables seems to be ok. So would it be enought to extract them out of the article_plain table and store them in the article_attachment-table? There are only 12 rows - looks very clearly. If there is no tool-script i would write my own in perl. thx Tim

3 2

Integration with Remote Support Software
by Derek Kiely 03 Dec '12

03 Dec '12

Hi All, I would like to know what Remote Support Software can be easily integrated into OTRS? E.g Teamviewer, gotomeeting, webex etc... Also if anyone has done this I would appreciate any recommendations/limitations. Derek Kiely

2 1

Multiple servers with replicating databases
by Scott Chevalley 30 Nov '12

30 Nov '12

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I hope I'm on the right list for this question. We've got a set up where we have two datacenters that we switch between monthly. We've got an otrs server at each location talking to a database server at each site holding the 60+Gb otrs database that gets replicated between sites. My question is, is there a problem with having multiple otrs servers talking to the same database? We are using otrs 3.0.16. I'm concerned that there may be a replication issue happen between sites and corrupt the database, which would be a bad thing. Thanks! - -- Scott Chevalley. Network Administrator SANS Institute (www.sans.org) 540.412.5099 Ext 204 Register now for Cyber Defense Initiative 2012, December 7-16, Washington DC. Choose from 20+ courses; event includes dedicated digital forensics campus, NetWars Tournament of Champions, evening bonus sessions, and full vendor expo! http://www.sans.org/info/112329 "I learn more at SANS courses than at any other training venue I've used." -Dan Mather, JICPAC -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.12 (GNU/Linux) Comment: Using GnuPG with undefined - http://www.enigmail.net/ iEYEARECAAYFAlC48J4ACgkQX68wZ5UgZhm3wQCfRky+fQc8NQwOH0nCboNMMbrE 3QMAn0XtDgY+YHMd2vLEIuNZDqucFPd4 =LxkL -----END PGP SIGNATURE-----

1 0

Answer-Draft with CC-Recipient
by S.Krueger＠aswo.com 30 Nov '12

30 Nov '12

Hi ! ok, I´ll have a look. Just a question before I start. I don´t want to have that "CC-Recipient" in all response documents, just in a special response template !? Can I realise it, with your solution ? Best regards, Stefanie Krueger ############################## Date: Thu, 29 Nov 2012 10:37:00 +0100 From: Neil Simpson <nadsys(a)gmail.com> Subject: Re: [otrs] Answer-Draft with CC-Recipient To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAD-pqJZbVXMoFf-EL4WbnCyUSqnL+isARLvZMJAtm91QyeCYjQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" A simple example. <input type="hidden" name="CustomerTicketCounterCcCustomer" value="4"/> <input type="hidden" name="CcCustomerTicketText_1" value="john(a)john.com"/> <input type="hidden" name="CcCustomerTicketText_2" value="mark(a)mark.com"/> <input type="hidden" name="CcCustomerTicketText_3" value="steve(a)steve.com"/> <input type="hidden" name="CcCustomerTicketText_4" value="Chris(a)chris.com"/> <input type="hidden" name="PreSelectedCustomerUser" value="1767"/> <input type="hidden" name="SelectedCustomerUser" value="1767"/> <input type="hidden" name="ExpandCustomerName" value="2"/> On Wed, Nov 28, 2012 at 6:08 PM, Gerald Young <crythias(a)gmail.com> wrote: > you need to simply set the Cc value to the address(es) you need. Yes, I > said, "simply". As in, if you understand how the templates assign the > values, you just need to assign it to "Cc". It's all javascript. > > Take a look at http://forums.otterhub.org/viewtopic.php?f=60&t=16729 for > a brief introduction to form logic. > > Then look up how to assign values to a form based upon an id for an > element. > > > On Wed, Nov 28, 2012 at 11:36 AM, <S.Krueger(a)aswo.com> wrote: > >> Hi Gerald, >> >> I would like to use templates. But there I?ve not options to set the >> CC-Recipient. Or ? >> >> Best regards, Stefanie Kr?ger >> >> >> Von: otrs-request(a)otrs.org An: otrs(a)otrs.org, Datum: 22.11.2012 12:58 >> Betreff: otrs Digest, Vol 50, Issue 21 Gesendet von: >> otrs-bounces(a)otrs.org >> ------------------------------

1 0

Sendmail Configuration
by Roman Gelfand 29 Nov '12

29 Nov '12

When configuring smtp smart host, is it possible encrypt username/passowrd in the config file? Is there a way to connect to supply logged in user credentials to smtp smart host? Thanks in advance

2 1

Re: [otrs] Answer-Draft with CC-Recipient
by S.Krueger＠aswo.com 29 Nov '12

29 Nov '12

Hi Gerald, I would like to use templates. But there I´ve not options to set the CC-Recipient. Or ? Best regards, Stefanie Krüger Von: otrs-request(a)otrs.org An: otrs(a)otrs.org, Datum: 22.11.2012 12:58 Betreff: otrs Digest, Vol 50, Issue 21 Gesendet von: otrs-bounces(a)otrs.org Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Answer-Draft with CC-Recipient (S.Krueger(a)aswo.com) 2. Re: Answer-Draft with CC-Recipient (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Thu, 22 Nov 2012 10:26:28 +0100 From: S.Krueger(a)aswo.com Subject: [otrs] Answer-Draft with CC-Recipient To: otrs(a)otrs.org Message-ID: <OF3222DD89.A39224EB-ONC1257ABE.0033A0CE-C1257ABE.0033DCDE(a)aswo.com> Content-Type: text/plain; charset="iso-8859-1" Hi ! I want to create a responce-draft where the field "CC-recipient" is filled automatically with a certain email-address. Is that possible ? We?re using the otrs version 3.1.11 Every tipp is welcome :-) Best regards, Stefanie Kr?ger

3 2

Print PDF - do not want "notes"
by Jean BROW 28 Nov '12

28 Nov '12

Hi, When I use "print PDF" option in OTRS it create an PDF. This PDF include all notes that the agents have posted. Is it possible to exclude notes from the PDF? Thanks in advance.

2 1

Problem with Postmaster filters (?)
by Muhammad El-Sergani 28 Nov '12

28 Nov '12

Hi all, I'm not sure if this is a bug or misconfiguration. We're using OTRS 3.1.11 and we noticed that emails are not dispatched to their right Queues using Postmaster filters. We're using IMAPs, Trusted account, Dispatching by select Queue (previously by To: field) and tried the following syntaxes in our filters: *Filter condition (one of the following per test):* >From == @domain >From == @domain.* >From == .*@domain >From == .*(a)domain.* *Set Email Header:* X-OTRS-Queue == *Queue_name* Please let me know your thoughts, it's very frustrating and used to work OK on our earlier installation, 3.0.1. Thanks //M

4 6

Notify New Ticket and Update on Ticket
by Stefano Ricci 28 Nov '12

28 Nov '12

i want to notify with mail a new ticket in the queue to all users that have permission the update on the ticket to the owner of that. i use otrs 3.1.7. to new ticket i do that: ADMIN -> Notifications (Event) -> New Recipient Group: Agent (All with write permission) Event: TicketCreate State: New Notification article type: email-notification-ext to update on ticket i do that: ADMIN -> Notifications (Event) -> New Recipient Group: Agent (Owner) Recipient Group: [i set the user that manage the team] Event: [I select all events] State: [i select all excepted closing states] Notification article type: email-notification-ext no mail are generated from otrs.. -- *Stefano Ricci* ICT Consultant mobile: (+39) 340 07 56 067 email: stefano.ricci(a)riccimatic.com skype: riccimatic web site: http://www.riccimatic.com PIVA: IT 07400870965 *Privacy* In ottemperanza al decreto legislativo del 30 giugno 2003 n 196, le fornisco alcune informazioni circa l’utilizzo dei suoi dati personali, i quali provengono da sua comunicazione spontanea nei miei confronti, da precedenti contatti, da fonti di pubblico dominio. I suoi dati saranno trattati esclusivamente al fine di soddisfare le sue esigenze. Senza il loro trattamento, cui lei consente automaticamente proseguendo nell’interscambio informativo, l'unica conseguenza sarà che tali finalità non potranno essere realizzate. Il trattamento sarà realizzato mediante strumenti informatici e telematici. Tali dati non saranno comunicati o accessibili a terzi, salvo i casi previsti dalla legge, inoltre le sono riconosciuti i diritti di cui all'articolo 7 del decreto legislativo 196/2003. La prego di non procedere alla comunicazione dei suoi dati sensibili, ossia i dati idonei a rilevare l'origine razziale ed etnica, le convinzioni religiose, filosofiche o di altro genere, le opinioni politiche, l'adesione a partiti, sindacati, associazioni o organizzazioni a carattere religioso, filosofico, politico o sindacale, nonché idonei a rilevare lo stato di salute e la vita sessuale, in quanto per questi dati non detengo l'autorizzazione necessaria al trattamento, ai sensi del 196/2003. Inoltre questo messaggio di posta elettronica contiene informazioni di carattere confidenziale rivolte esclusivamente al destinatario sopra indicato, e tutelate dal 196/2003. Ne è vietato l'uso, la diffusione, distribuzione o riproduzione da parte di ogni altra persona. Nel caso aveste ricevuto questo messaggio di posta elettronica per errore, siete pregati di segnalarlo immediatamente al mittente e distruggere quanto ricevuto senza farne copia. Qualsivoglia utilizzo non autorizzato del contenuto di questo messaggio costituisce violazione dell'obbligo di non prendere cognizione della corrispondenza tra altri soggetti, salvo più grave illecito, ed espone il responsabile alle relative conseguenze. *La legge che governa l’interscambio informativo tra lei e me è quella italiana, mentre il foro competente è esclusivamente quello di Milano. Nel caso lei risieda in uno stato differente dovrà verificare in autonomia e sotto la sua responsabilità che le norme locali non siano in contrasto con quelle italiane.*

1 0

Dynamic stats and SLA escalations
by Bogdan Iosif 28 Nov '12

28 Nov '12

Hi, Are dynamic stats fields related to escalations (Escalation*, FirstResponse*, UpdateTime*, Solution*) ALWAYS tied to escalation configurations at the queue level (as opposed to escalation configurations per SLA)? It's likely the answer is yes, in which case I have a follow up question. Can dynamic stats reference SLA escalation configs? For example I would like to create a report to see FirstResponseDiffInMin for a specific SLA. Thanks, Bogdan

1 0

search issue
by Neil Simpson 28 Nov '12

28 Nov '12

Hi, We use otrs 3.1.6. if i have a ticket with subject "john & mark" and search for it using "subject" or "text" or "full text" search fields i do not find it using it's full subject line. if i only search on "john" i find it. I assume therefore it's the "&" symbol and likely other special characters that the search doesn't like. i tried to escape the character with \ but that did not work. is this a known issue, i dont find a bug report for it. thanks Neil

3 4

How can i have all list of OTRS environmental attributes
by Josepha HODE 28 Nov '12

28 Nov '12

Hi all, I search a complete list of all OTRS environmental attributes. Which can help me please. Thanks.

1 0

Issue Regarding Auto-Response In OTRS
by Sumit Kadian 28 Nov '12

28 Nov '12

Dear OTRS Team, We have implemented the OTRS version--3.1.11,with mysql version-5.5. We are facing problem while creating the Auto-Response in OTRS.It gives the following error::: * The Connection Was Reset---"The connection to the server was reset while the page was loading. Kindly provide us proper response. Regards: sumit kadian 9136277776 *

2 1

reg: session cookie to set as secure
by ravi shanker 28 Nov '12

28 Nov '12

Hi i need help to set session cookie as secure as this one of recommendation from our testing team. Ravi Shankar

3 2

Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)
by Michiel Beijen 27 Nov '12

27 Nov '12

Hi David, Thanks for the suggestion - I appreciate your concern. Better packaging has been long on our wish list but the list is long and the amount of hours in a day is not. Anyway, to be able to pull this off the upgrade process for patch level updates should be fool proof and should not require manual actions. Currently, it would still require manual reinstallation of packages via the OTRS package manager in case you are using ITSM, for instance. This should be taken care of by the RPM. That is totally fixable. And we should create different repositories for the different minor revisions, so if you would like to upgrade from OTRS 3.1 to 3.2 you could do that by changing your package repository and running yum upgrade plus any post install actions, and if you would not change the repo you will keep on receiving 3.1.x updates. One other topic is that we currently do not ship with an SELinux profile, which forces people to set selinux to permissive. Would there be any RHEL syadmin that can help with the SElinux profile? Would there be people interested in testing such an RPM repo? -- Mike. Op 27 nov. 2012 16:35 schreef "David Boyes" <dboyes(a)sinenomine.net> het volgende: A suggestion:**** ** ** Something that would be really helpful if you’d like to encourage beta testing: a network-accessible repository (either yum or apt, preferably both) that can be added to a system, and then used to install, eg a repository definition file that can be retrieved with wget, and then being able to do ‘yum update; yum install otrsxxxx’. This is enterprise software, and the “download a RPM and figure out how to bolt it into the various install systems” is a real PITA. **** ** ** At least for the RPM variants, you just need to take the dir that contains the RPM and run ‘createrepo’ on it. It’s a little more work for Debian based systems, but IMHO it would REALLY help the uptake on beta testing. It’s also becoming a hallmark of a serious enterprise application to operate this way. **** ** ** *Feed:* OTRS Community Blog *Posted on:* Monday, November 26, 2012 6:54 AM *Author:* Mike *Subject:* OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development**** ** ** On 30th October, we have released beta 1 of OTRS 3.2. Today we have released the third beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…>, together with beta’s of our ITSM modules. After some more beta releases we’ll finally release the stable release on January 29th, 2013.**** One of the new features Shawn already showed in an earlier blog post <http://blog.otrs.org/2012/10/29/something-is-brewing-on-the-horizon/>is the all-new Customer Information Center. One other feature we’ll write more about in the upcoming weeks is the new Process Management features, with a nice GUI where you can design interfaces and actions.**** Apart from that, we have the usual smaller and bigger performance- and UI improvements.**** Below a video statement from Manuel Hecht, our Vice President Global Software Development, who talks about the new OTRS 3.2 release and more. **** Please try out the beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…>now. We recommend that you do not use this software in production yet, although we are ‘dogfooding’ ourselves and have upgraded our internal portal to 3.2.x recently. But installing it on a test environment is absolutely something you could consider, and plan your move to 3.2 accordingly. Obviously, OTRS Group can support you with upgrading<http://www.otrs.com/en/solutions/services/>if you want, just contact us to discuss. And if you are an existing customer with a Professional or Enterprise subscription<http://www.otrs.com/en/solutions/subscriptions/>, we’ll perform your upgrade free of charge.**** View article...<http://blog.otrs.org/2012/11/26/otrs-3-2-beta-statement-from-manuel-hecht-v…> **** --------------------------------------------------------------------- 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 2

'To' field in new note
by Juan Manuel Clavero Almirón 27 Nov '12

27 Nov '12

Hi all, simple question: anybody knows in which cases a note will be saved with the 'To' field? I've been making tests and it seems that if the agent writing the note is different to the owner of the ticket, OTRS will add the owner as the "To" field. But my tests fail as to the responsible of the ticket: if there is no owner, the responsible MAY be in the "To" field, but it seems that varies with the responsible user... Kind regards, Juan Clavero

1 0

FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development
by David Boyes 27 Nov '12

27 Nov '12

A suggestion: Something that would be really helpful if you’d like to encourage beta testing: a network-accessible repository (either yum or apt, preferably both) that can be added to a system, and then used to install, eg a repository definition file that can be retrieved with wget, and then being able to do ‘yum update; yum install otrsxxxx’. This is enterprise software, and the “download a RPM and figure out how to bolt it into the various install systems” is a real PITA. At least for the RPM variants, you just need to take the dir that contains the RPM and run ‘createrepo’ on it. It’s a little more work for Debian based systems, but IMHO it would REALLY help the uptake on beta testing. It’s also becoming a hallmark of a serious enterprise application to operate this way. Feed: OTRS Community Blog Posted on: Monday, November 26, 2012 6:54 AM Author: Mike Subject: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development On 30th October, we have released beta 1 of OTRS 3.2. Today we have released the third beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…>, together with beta’s of our ITSM modules. After some more beta releases we’ll finally release the stable release on January 29th, 2013. One of the new features Shawn already showed in an earlier blog post <http://blog.otrs.org/2012/10/29/something-is-brewing-on-the-horizon/> is the all-new Customer Information Center. One other feature we’ll write more about in the upcoming weeks is the new Process Management features, with a nice GUI where you can design interfaces and actions. Apart from that, we have the usual smaller and bigger performance- and UI improvements. Below a video statement from Manuel Hecht, our Vice President Global Software Development, who talks about the new OTRS 3.2 release and more. Please try out the beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…> now. We recommend that you do not use this software in production yet, although we are ‘dogfooding’ ourselves and have upgraded our internal portal to 3.2.x recently. But installing it on a test environment is absolutely something you could consider, and plan your move to 3.2 accordingly. Obviously, OTRS Group can support you with upgrading<http://www.otrs.com/en/solutions/services/> if you want, just contact us to discuss. And if you are an existing customer with a Professional or Enterprise subscription<http://www.otrs.com/en/solutions/subscriptions/>, we’ll perform your upgrade free of charge. View article...<http://blog.otrs.org/2012/11/26/otrs-3-2-beta-statement-from-manuel-hecht-v…>

1 0

No way to order tickets on the Dashboard by last activity time?
by Muhammad El-Sergani 27 Nov '12

27 Nov '12

Dear list, We're currently using OTRS 3.1.11. Before that we used to have 3.0.1 and had a package called HammerQueueView installed which was responsible for sorting tickets viewed on the Dashboard by last action time/date. I'm sure you are all aware of this. And of course due to the change in architecture/"DB structure", I'm not sure, this package no more works. Basically, has there been anything else implemented around that would do the same job? Better yet, could OTRS be configured that way, or manipulated/tuned to do so? I'm no OTRS expert but would gladly welcome any available packages and/or tutorials. Thanks //M

1 0

Regarding Questions of OTRS
by Richa Awasthi 27 Nov '12

27 Nov '12

want to enable debug mode in OTRS logs -- Thanks And Regards : Richa Awasthi

1 0

Multiple client's email
by Hugo Ferreira 26 Nov '12

26 Nov '12

Hello Is it possible to run the auto complete in To: field for more than one email address? It means, if i start writing a client email, i get the autocomplete, but if I put a second one, separated by comma or ; , it does not recognize the second email. Is this possible? Regards -- Hugo Ferreira Este email não foi escrito ao abrigo do novo Acordo Ortográfico.

3 2

customer backend unique customer_d
by Neil Simpson 23 Nov '12

23 Nov '12

Hi, i think im missing a minor thing but can't find solution. I have a postgresql 8.1.23 DB and otrs 3.1.6. The customer db is currently blank, when i go to add a customer to it via otrs gui i would like the customer_id to be an auto-number but i dont see how to do that. likely some DB magic but im not a dba and little experience in postgres. I can currently add any number to that field. to be clear, what i would like: i enter customer A and he gets customer id number 00001, i enter customer B and he gets number 00002 and so on. Auto number that can't be tampered with from gui, only directly in DB. thank you for any insight. Neil

2 1

Statistics
by Jean BROW 23 Nov '12

23 Nov '12

Hi everyone, OTRS have a good web interface for Statistics. I need this data in to an existing reporting tool we have and I wonder if OTRS do have any API so I automatically can pull out this data? Thanks in advance.

2 1

Answer-Draft with CC-Recipient
by S.Krueger＠aswo.com 22 Nov '12

22 Nov '12

Hi ! I want to create a responce-draft where the field "CC-recipient" is filled automatically with a certain email-address. Is that possible ? We´re using the otrs version 3.1.11 Every tipp is welcome :-) Best regards, Stefanie Krüger

2 1

Can caching be disabled for static stats?
by Bogdan Iosif 16 Nov '12

16 Nov '12

Hi, I'm figuring out static stats by tinkering with code in StateAction.pm. Problem is, to see any change in action I first need to run otrs.DeleteCache.pl and then restart Apache (don't know if they both are required but it's a way I found to be working so I'm sticking with it for now) OTRS's manual says caching can be disable but I haven't figured out how to do it or - important - if it can be done just for static stats. http://doc.otrs.org/3.1/en/html/stats-managing-the-stats-module-by-the-sysa… Beside wishing this for development, having caching disabled in production - just for static stats - would be highly desirable in my situation. Can anyone help with indications on how to disable caching? Thanks, Bogdan

2 7

TicketAcl, UserCustomerID argument limit
by Isaac Gonzalez 15 Nov '12

15 Nov '12

Hi I am using the Ticket ACL here: http://doc.otrs.org/3.1/en/html/ch18s03.html to limit which queues certain customers can see by checking their customer id. This works nicely, but now I want to add a lot more customer id values.... Does the UserCustomerID Parameter below have any limitation in the values you can pass to it? I was hoping to list around 50-100 customer id's without hindering performance. These customerid's are pulled from Active Directory by the way. See below example of my config. Example of my config: $Self->{TicketAcl}->{'Limit queue selection for customers'} = { # match properties Properties => { # current action match properties CustomerUser => { UserCustomerID => ['value1','value2','value3'....'valuen'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['queue1','queue2 '], }, }, }; Thanks, Isaac

3 6

After upgrading from 2.4.10 to 3.1.11
by Phillip Lynn 14 Nov '12

14 Nov '12

Hi, After upgrading from 2.4.10 --> 3.0.13 --> 3.1.11 there is an issue with on our system. When a ticket is selected and you attempt to paste info into the note, you can not change the font or size of the pasted text. You can make the change and type in the text and it works. Has anyone seen this problem, or do you know where I can add the functionality? We were able to do this on the old 2.4.10 system. Thanks, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

1 0

Kerberos and LDAP Authentication
by Juan Manuel Clavero Almirón 14 Nov '12

14 Nov '12

Hi all, our company network offers Domain (Kerberos) and LDAP authentification. Since the beginning of the OTRS project, we've been using LDAP Auth, but people in Domain would like to enable Kerberos Auth in OTRS. I've succesfully enabled Kerberos in Apache and AuthModule = 'Kernel::System::Auth::HTTPBasicAuth', but now people not in domain are not able to login. I've tried with 2 AuthModules ($Self->{AuthModule1} = 'Kernel::System::Auth::HTTPBasicAuth' and $Self->{AuthModule2} = 'Kernel::System::Auth::LDAP'), but OTRS never gets to the LDAP Auth Has anyone tried such a configuration? Anyone has a hint? Kind regards, Juan Clavero

3 6

Adding links using the SOAP interface
by cyrille.bollu＠belnet.be 14 Nov '12

14 Nov '12

Hi all, I’ve find here http://lists.otrs.org/pipermail/otrs/2009-October/028972.html <http://lists.otrs.org/pipermail/otrs/2009-October/028972.html> a way to add links using the SOAP API. However, this is not documented in OTRS’ admin manual. And, looking at the code, I don’t see anything related to links in the “GenericInterface/Operation” folder: support@otrs:/opt/otrs/Kernel$ ls -l GenericInterface/Operation total 24 -rw-rw-r-- 1 otrs www-data 9087 Jan 26 2012 Common.pm drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Session drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Test drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Ticket support@otrs:/opt/otrs/Kernel$ So, I’m wondering if this is something really supported (by OTRS AG). Does anyone here knows? Regards, Cyrille

2 3

How to display all Customer thru AdminCustomerUser
by Bernard Chambon 14 Nov '12

14 Nov '12

Hello, The problem : It can get the list of all my customers thru 'AdminCustomerUser' view (so I can't use the browser find function, ok I know that there is the search action available) Is it possible to increase the numbers of rows displayed ? I talk about the table : <table id="CustomerTable" class="DataTable">` Best regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

2 1

Responses and Pending reminders
by Scott 14 Nov '12

14 Nov '12

Hi List, We use OTRS for our day-to-day communications with our customers and have done for a number of months now. My question is as follows; Our support staff set a pending reminder to configure/cancel/change/update a setting in any number of other systems on behalf of a customer at a set point in time. They use "Pending reminders" for performing this task and for the most part, this works correctly. However, the problem lies in that if a customer emails a reply to this ticket, then the pending reminder is dropped and the ticket reverts to an "Open" status. At this point, unless carefully scrutinised on each reply, the reminder would never be actioned. I can't see a nice way around this issue other than A) Create a child ticket for pending reminders on each instance (time consuming and tedious). B) Introduce another system to create reminders in the near future using the API. C) Force the ticket to stay as pending, with the side effect that the new email won't be responded to till the pending reminder time is up. All of these options aren't really feasible to us. I suppose what needs to be done is that a pending reminder shouldn't be a ticket state but rather an alarm that triggers a state change at a fixed point in time from whatever it currently is to another state. At this point, I would take any suggestions seriously. Thanks in advance. (Apologise if this was asked before, did a google came up blank on exact requirements). I might also be looking at this wrongly. Scott

2 1

Have you experienced performance bottlenecks above some thresholds?
by Bogdan Iosif 12 Nov '12

12 Nov '12

Hi, I'm evaluating OTRS's performance for a ~large scale implementation and I'm wondering if anyone ran into ~steep performance bottlenecks after hitting some threshold for a metric such as total # of tickets, db size, attachment size, etc. Please share if you did. I ask because I need to formulate a promise towards a potential customer about how long his implementation's performance will scale in terms of some metrics usable to approximate time intervals (something like: if you have 500 new tickets per month and about 30% open tickets then this implementation will very likely scale for ~3 years). Looking around the docs / Internet I keep hitting a reference for the need to switch the "backend module for the ticket index" from RuntimeDB to StaticDB when the db has ~60000 tickets or 6000 open tickets ( http://doc.otrs.org/3.1/en/html/performance-tuning.html) However there is no technical explanation for how these numbers came about. Does it depend on hardware or is it a threshold beyond which performance doesn't scale anymore regardless on how much hardware you throw at it? Another possible issue would be db size. With this one I saw no clear cut numbers but various mailing list posts led me to believe performance would scale, with adequate hardware, for dbs up to 200 GB. My case will require a relatively light workload at first (~100 tickets / day) but these will be tickets with large photo attachments so I may have to offload attachments from the database sooner than I imagine. Thanks, Bogdan

2 1

Re: [otrs] After upgrade to 3.1.11 clicking on myqueue in dashboard does nothing
by Steve Clark 12 Nov '12

12 Nov '12

Solved, We had some leftover cruft in our customized HTML dir. On 11/12/2012 09:05 AM, Steve Clark wrote: > Hi List, > > We upgraded from 2.4.10 -> 3.0.13 -> 3.1.11 > Now in the Dashboard when we click on any of: > Locked Tickets (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | Watched (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | My Queues (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | All (78) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> > > Nothing happens??? This happens with both firefox and chrome. > In firefox I get an error in the error console about > > Reference Error: AJAXContentUpdate is not defined. > > Any ideas. > > > -- > Stephen Clark > *NetWolves* > Director of Technology > Phone: 813-579-3200 > Fax: 813-882-0209 > Email: steve.clark(a)netwolves.com > http://www.netwolves.com > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

1 0

After upgrade to 3.1.11 clicking on myqueue in dashboard does nothing
by Steve Clark 12 Nov '12

12 Nov '12

Hi List, We upgraded from 2.4.10 -> 3.0.13 -> 3.1.11 Now in the Dashboard when we click on any of: Locked Tickets (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | Watched (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | My Queues (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | All (78) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> Nothing happens??? This happens with both firefox and chrome. In firefox I get an error in the error console about Reference Error: AJAXContentUpdate is not defined. Any ideas. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

1 0

Agent::ResponsibleUpdate - how to turn off??
by Emilia Starzak 12 Nov '12

12 Nov '12

Hi, I’m still trying to find any way to turn off: Agent::ResponsibleUpdate . When i’m going to Administration -> Agent Notifications -> i can’t do anything, in fact i can change content of that notification, but i can’t turn it off. Help me, please! Kind regards, Emilia

1 0

System Notification Articles
by Nick Lapp 07 Nov '12

07 Nov '12

Is there a way to hide/not record system notification articles? It gets to be too much information to look at when viewing tickets. I know I can apply a filter to not show them on an individual agent basis but I'm looking for more of a global solution. Thanks in advance! Nick OTRS 3.1.10

2 2

Are translations supported for event based notifications?
by Bogdan Iosif 07 Nov '12

07 Nov '12

Hi, I would like to have event based notifications sent out to customers, in different languages, based on customer's interface language or some other customer level parameter. Is this possible? I looked in OTRS's changelog and found nothing about this all to way up to the current 3.2.0 beta. I've found this entry in Ideascale https://otrsteam.ideascale.com/a/dtd/Translations-of-the-event-based-notifi… this exact feature about a year ago and it leads me to believe that it's not supported. If it's not supported, does anyone know a ~hack that can achieve this? I'm thinking about setting up different event notifications triggered per customerid but the problem is that I have, let's say, 100 customers, 95 needing EN and 5 needing RO as language. I could setup duplicate notifications for those 5 needing RO and filter each one by their customerid. It's not elegant but it can be done. The problem is that I don't know how to avoid these 5 also receiving notifications targeted at the other 95, in EN. Any thoughts? Thanks, Bogdan

2 1

Is there any way to log tickets affected by db Generic Agent jobs?
by Bogdan Iosif 07 Nov '12

07 Nov '12

Hi, I have a couple of db Generic Agent jobs (configured through admin frontend GUI) and I would like to know the tickets affected by these jobs on each execution. Looking in otrs.log I can see one line for each job execution, like this: [Tue Nov 6 10:20:02 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job '...' from db. I would like to know, at least, the ticket numbers for the affected tickets. Is there any way to achieve this with configurations? Thanks, Bogdan

2 2

Role Based ACL's not working as expected
by Nipun Malhotra 05 Nov '12

05 Nov '12

Hi, I've been struggling with restricting Actions in OTRS based on our defined workflows for helpdesk. For eg. I would like to restrict all agents with the Role - 'L3 Support Engineer' to only Change Ticket Statuses for open, pending, resolved states. This means - 1. Remove Close link for TicketZoom and restrict state options in drop downs for Add Note, Pending, Resolve (Newly created link similar to Close) in Ticket Menu. My Sample ACL is listed below. Problem here is I have given RW permissions on all allowed queues for resp. agents, and these links are not getting removed (For eg. Close link persists even with below ACL in place) Then again it disappears some time. Can anyone take a look ? $Self->{TicketAcl}->{'1001-Restrict-Ticket-States'} = { # match properties Properties => { # Users User => { Role => ['L3 Support Engineer'], }, }, # remove options (black list) PossibleNot => { # possible ticket options (black list) Ticket => { State => { TypeName => ['closed', 'removed', 'new', 'merged'], }, }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { State => { TypeName => ['open', 'resolved', 'pending auto'], }, }, # possible action options Action => { AgentTicketLock => 1, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 1, AgentTicketResolve => 1, AgentTicketNote => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 0, AgentTicketCompose => 1, AgentTicketBounce => 1, AgentTicketPrint => 1, AgentTicketForward => 1, AgentTicketPhone => 1, AgentTicketPhoneOutbound => 0, AgentTicketCustomer => 1, AgentTicketMove => 0, AgentTicketOwner => 0, AgentTicketResponsible => 1, AgentTicketWatcher => 1, AgentLinkObject => 1, }, }, }; Project Manager, Application Continuity Group, | Nagarro Software Pvt. Ltd. p: +91 124 3048689/647 | m: +91 9582796910 | e: <mailto:nipun.malhotra@nagarro.com> nipun.malhotra(a)nagarro.com

1 0

ACL Queues Depending on Type
by Alvaro Cordero 02 Nov '12

02 Nov '12

Hello Folks, I am using OTRS 3.0 and I am trying creating an ACL to define possible queues depending on the type selection. I have the following code. $Self->{TicketAcl}->{'ACL-Type-Queue'} = { Properties => { Frontend => { Action => ['CustomerTicketMessage','AgentTicketPhone','AgentTicketEmail'], }, Ticket => { # Type => ['Incidente'], }, }, Possible => { Queue => { #QueueID => [6], Name => ['[RegExp]^1-Mesa*'], }, }, }; I have tried with different combinations of the properties and the possible options but neither one has worked. Has anyone implemented something similar to this. I have been able to make Services Available depending on queue selection and other stuff, but for some reason this wich seems very simple is not working. Any help will be appreciated. Regards -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

3 4

ModPerl
by Jober Mijares 01 Nov '12

01 Nov '12

Hello people, I've a serious problem, when I try to reply a ticket, OTRS takes long time charging the template or the page When I choose the option Note or Close the ticket, OTRS charged quickly, but when I try to reply a ticket it takes long time and it's really annoying. I have mod_perl to increase OTRS performance, nevertheless, it doesn't change the perfomance, o ModPerl::Util....................ok (v2.000004) o Apache::DBI...................ok (v1.11) o Apache2::Reload...............ok (v0.11) I've been looking for on internet, but the only solution is install Mod_perl, so I would like to know what can I do apart from this. Thanks OTRS 3.1.4 mysql Ver 14.14 Distrib 5.1.61, for debian-linux-gnu (i486) using readline 6.1 apache 2 debian 6.0.4 Thanks

2 2

Survey module permission
by Ibsen Vila 01 Nov '12

01 Nov '12

Hi, Does anyone know how to enable de survey module to specific users? I tried this: In SysConfig: Survey -> Frontend::Agent::ModuleRegistration Frontend::Module###AgentSurvey Under "Nav Bar", specify the group I want to enable the nav bar button. But it didn't work. The Survey menu is still active for all users. Any clues? Thanks. Ibsen.

2 2

ACL DynamicField Checkbox
by Carlos Andrés Gallego Arboleda 30 Oct '12

30 Oct '12

Hi, I try to use an ACL to allow the agent can check or uncheck one DynamicField of class checkbox (dinamico) only if the user (Agent) has permission on a group (dinamico), I try whit this, Anyone can help me whit this. $Self->{TicketAcl}->{'ACL-Name-Test'} = { User => { Group_ro => [ 'dinamico'], }, Possible => { Ticket => { DynamicField_dinamico => [''], }, }, }, Regards.

1 0

RegExp in ACL
by Juan Manuel Clavero Almirón 30 Oct '12

30 Oct '12

Hi all, I have a question about RegExp in ACL's We have several mail accounts, each one going to a different Raw queue (let's say a.otrs@xxx goes to a.raw, b.otrs@xxx goes to b.raw) there is a first level for each of these raw accounts (queues a.first_level and b.first_level) and then a second level, common to all of them (queue second_level). Is it possible, using RegExp in ACL, to capture the first part of the Raw queue so we can set "Possible actions" to its first level queue? In perl, I would do something like Properties => { Queue => { Name => ['[RegExp]^(.*)\.Raw'], } }, Possible => { # possible ticket options Ticket => { Queue => ['$1.first_level'], }, } Kind regards, Juan Clavero

3 3

Putting Escalation statuses into the ticket history
by Philippe-Arnaud HARANGER 30 Oct '12

30 Oct '12

Hello, I'm currently looking for a elegant way to keep track of the different escalations a ticket had been through. To my understanding, the elements currently in the ticket_history_type table from from 41 to 49 are destined to do so. As per ./scripts/test/Event/Escalations.t, lines 256 and following, it also seems that they aren't implemented yet. Can you give me any feedback on this subject? Does anyone knows when the function is planned to be released? If not how may I contribute? Cheers, Philippe-Arnaud (This message is a bump from the dev@ list.)

3 5

MUA Reply-All and Customer Email address at CC
by Omer Faruk SEN 29 Oct '12

29 Oct '12

Hi, How can I set if Agent makes a Reply-All customer email address also added to CC: Currently I only have otrs email Support::SenderEmail and when Agent do Reply or Reply-All it only sees Support::SenderEmail email address on the MUA

1 0

Linking table dynamic_field_value to another table associated with a specific ticket for reporting purposes
by Roche, Matthew 29 Oct '12

29 Oct '12

Hi We have added an extra text field called comments in the Additional ITSM field of our tickets to be used as a quick status update, we then want to use SQL Server Reporting Services to pull this information through and link it to the specific ticket it is associated with. I have identified that the text I enter in to comments box shows up in the table dynamic_field_value in the value_text column and has an associated field_id of 46 What I cannot work out is how to associate this to the specific ticket the comment was entered in to so I can pull this info forward to SRSS Any ideas/suggestions? Matt Roche IT Support Analyst

2 1

Generic Agent and Time based creation
by Gadow, Shawn 26 Oct '12

26 Oct '12

I read in this thread about this but has anything been done with this yet? https://otrsteam.ideascale.com/a/dtd/automatically-creation-of-tickets-bei-… I would really like to use generic agent or an addon to schedule a ticket to be created once a month or once a year or some other time variation rather than just setting a ticket to pending state each time it comes up. Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

2 1

Disable FullTextSearch
by Carlos Andrés Gallego Arboleda 26 Oct '12

26 Oct '12

Hi, Anyone has idea how to disable the Agent FullText Search Option? I have try to disable from the DTL but don't works. on the customer interface the dtl works fine. Regards Carlos.

1 0

Postmaster Error Oracle
by Carlos Andrés Gallego Arboleda 26 Oct '12

26 Oct '12

Hi, We have this error on the log. Fri Oct 26 00:10:12 2012 errorOTRS-otrs.PostMaster.pl-0Can't process mail, see log sub system! at=20 /opt/otrs//bin/otrs.PostMaster.pl line 116. Fri Oct 26 00:10:12 2012errorOTRS-otrs.PostMaster.pl-0Can't process email with MessageID=20 = <<AA9419EECAD73948BE8EF1A7EBD2B30D0846A214EE(a)VA3DIAXVS341.RED001.lo= cal>>!=20 Please create a bug report with this email (From: Yaneth Consuelo = Caro=20 Rincon <ycaro(a)famisanar.com.co>, Located under=20 var/spool/problem-email*) on http://bugs.otrs.org/! Fri Oct 26 00:10:12 2012 errorOTRS-otrs.PostMaster.pl-0ORA-01461: can bind a LONG value only for insert into a LONG = column=20 (DBD ERROR: error possibly near <*> indicator at char 12 in = 'INSERT=20 INTO <*>article (ticket_id, article_type_id, = article_sender_type_id,=20 a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, = a_in_reply_to,=20 a_references, a_body, a_content_type, content_path, valid_id,=20 incoming_time, create_time, create_by, change_time, change_by) = VALUES=20 (:p1, :p2, :p3, :p4, :p5, :p6, :p7, :p8, :p9, :p10, :p11, :p12, = :p13,=20 :p14, :p15, :p16, Fri Oct 26 00:10:12 2012noticeOTRS-otrs.PostMaster.pl-0New Ticket [0076704/RE: CELEBRACION] created=20 (TicketID=3D42549,Queue=3DMESA DE SERVICIOS,Priority=3D3=20 MEDIO,State=3DNUEVO) Fri Oct 26 00:10:11 2012 noticeOTRS-otrs.PostMaster.pl-0Take UserCustomerID (ycaro) from customer source backend based = on=20 (ycaro(a)famisanar.com.co) Fri Oct 26 00:10:11 2012noticeOTRS-otrs.PostMaster.pl-0Take UserLogin (ycaro) from customer source backend based on=20 (ycaro(a)famisanar.com.co) when there are errors inserting in Oracle Database, OTRS is not handling exception, OTRS is not showing warnings about the problem, the user believes that the ticket was created and OTRS do not reverse the sequence number of the ticket, presenting jumps in the ticket numbering

1 0

Installation on Mountain Lion Server
by jewmac＠me.com 26 Oct '12

26 Oct '12

I require help in the installation of OTRS onto a Mountain Lion (10.8) server edition The installation will be running with PostgreSQL backend, any step by step instruction would be greatly appreciated. I have moved file over to /opt/otrs directory ... Just having trouble setting permissions & apache setup. cheers, -- Julian. It takes a week to make a jelly beans. -- Odd Facts Disclaimer: "This Electronic Mail Message and its attachments are confidential. If you are not the intended recipient, you may not disclose or use the information contained in it. If you have received this Electronic Mail Message in error, please advise the sender immediately by replying to the e-mail and delete the message and any associated attachments. Whilst every care is taken, it is recommended that you scan any attachments for viruses."

1 0

FW: Welcome to the "otrs" mailing list (Digest mode)
by Swathi_Vinjam 26 Oct '12

26 Oct '12

Please post this to mail list. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Friday, October 26, 2012 4:16 PM To: Swathi_Vinjam Subject: Welcome to the "otrs" mailing list (Digest mode) Welcome to the otrs(a)otrs.org mailing list! To post to this list, send your email to: otrs(a)otrs.org General information about the mailing list is at: http://lists.otrs.org/cgi-bin/listinfo/otrs If you ever want to unsubscribe or change your options (eg, switch to or from digest mode, change your password, etc.), visit your subscription page at: http://lists.otrs.org/cgi-bin/options/otrs/swathi_vinjam%40mahindrasatyam.c… You can also make such adjustments via email by sending a message to: otrs-request(a)otrs.org with the word `help' in the subject or body (don't include the quotes), and you will get back a message with instructions. You must know your password to change your options (including changing the password, itself) or to unsubscribe. It is: Ganesh@sep Normally, Mailman will remind you of your otrs.org mailing list passwords once every month, although you can disable this if you prefer. This reminder will also include instructions on how to unsubscribe or change your account options. There is also a button on your options page that will email your current password to you. ________________________________ DISCLAIMER: This email (including any attachments) is intended for the sole use of the intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or distribution or forwarding of any or all of the contents in this message is STRICTLY PROHIBITED. If you are not the intended recipient, please contact the sender by email and delete all copies; your cooperation in this regard is appreciated.

1 0

Users access and multiple queues
by Andrew Meyer 25 Oct '12

25 Oct '12

I just had a user come up to me and state that when he logs in, he gets the dashboard, but then he clicks on Queue Views (default for this user is the Helpdesk) it won't display the tickets in the queue. He has permission to access it. Also is it possible to have multiple queues for multiple emails addresses? In other words can I have abc(a)example.com<mailto:abc@example.com> going to queue abc and xyz(a)example.com<mailto:xyz@example.com> going to queue xyz but all on the same system? Andrew Meyer Unix Systems Administrator Precision Practice Management The business behind the practice. [http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg] D: 314-881-5265 C: 314-565-0868 F: 314-881-5365 689 Craig Road, Creve Coeur, MO 63141 Main Phone: 314-787-0681 www.PrecisionPractice.com<http://www.PrecisionPractice.com> Email: ameyer(a)precisionpractice.com CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include protected health information (PHI), confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed or the individuals designated to view such information per federal HIPAA regulations. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

2 1

postmaster pre-filter: search in tickets
by Peter Tester 25 Oct '12

25 Oct '12

I wrote an postmaster pre-filter that searches in the tickets for an existing external ID, if it's existing a new article to this ticket is added. Otherwise a new ticket is added. My problem is that I have to define the Agent ID (UserID) in the Ticketsearch function in the pre-filter. How can I handle searches in all tickets and not only supportef by the selected agent? Thank you

3 2

Search tickets linked to some object
by Juan Manuel Clavero Almirón 24 Oct '12

24 Oct '12

Hi all, is there any way to look for tickets linked to some object? kind of the linked tickets view in zoom ticket, but in its own view Kind regards, Juan Clavero

2 1

What is the purpose of "removed" state?
by Bogdan Iosif 24 Oct '12

24 Oct '12

Hi, A new OTRS installation includes in ADMIN -> States a state named "removed" of type "removed" with comment "Customer removed ticket.". My expectation, after reading the aforementioned comment, was that this state is used by customers when they need to signal that a ticket should no longer be considered by agents. So it would be something like canceling the ticket for any reason as opposed to closing it which implies a resolution (successful / unsuccessful). My expectation turned out to be invalid. I used many / most of the views available in OTRS and most of the available ticket states and never saw "removed" available in either customer or agent GUIs. So this begs the question... what is "removed" used / designed for? Is it used by ticket archival mechanisms? Is it a dead entry not actually used anywhere in OTRS in its out-of-the-box configuration? Does anyone know? Thanks, bogdan

2 3

enable status change in TicktZoom
by Peter Tester 24 Oct '12

24 Oct '12

is it possible to enable a drop-down in the AgentTicketZoom for status changes as it is available for queue changes? I need this for admin agents for changing the status of many tickets. Adding a notice every time is inefficient. Any ideas or soultions? Thx

2 1

OTRS TimeZones
by Joop Boonen 24 Oct '12

24 Oct '12

Hi All, I wonder if it's possible to use time zone for example India that has a UTC+05:30 time. See: http://en.wikipedia.org/wiki/Time_zone#List_of_UTC_offsets Is Daylight saving time taken in account when a +/-* time is selected, or does this need to be handled manually? Is it possible to use zoneinfo like: Europe/Brussels, Asia/Calcutta, America/Los_Angeles ? How is this handled by other otrs users that have a branch in India and Europe and/or USA, with Daylight saving time? Regards, Joop.

1 0

otrs 2.4.x and postgresql 9.2
by Steve Clark 23 Oct '12

23 Oct '12

Hello List, Is anybody using OTRS 2.4.11 with postgresql 9.2. This would only be during upgrading from 2.4.11 -> 3.0.13 -> 3.1.11. With final usage of OTRS 3.1.11 and postgresql 9.2. 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

1 0

Resending replies
by Steven Carr 23 Oct '12

23 Oct '12

Not sure if this has been asked before, couldn't find any previous posts, so apologies if it has... I noticed there is a feature suggested on the ideas website https://otrsteam.ideascale.com/a/dtd/Resend-option-for-emails/383025-10369 but not sure if it's being considered yet by the OTRS team so I'm looking for alternatives. Does anyone have any suggestions for resending replies (other than forwarding the reply to the original email address which is what we currently do) until this feature is implemented? Thanks Steve

1 0

Checklist
by S.Krueger＠aswo.com 20 Oct '12

20 Oct '12

Hi ! I want to use something like "check lists". That means, I want to have lists with questions , which should be answerd during the creation of the ticket, to make the processing of the ticket easier. That lists should be flexible and should change in depence of my choosen queue. I hope, I could explain my wishes :-) We use version 3.1.10. Any hint is welcome. Best regards, Stefanie

4 3

Re: [otrs] ACL with FREETEXT ISSUE
by Antonio Sarmiento 19 Oct '12

19 Oct '12

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 > > > --------------------------------------------------------------------- > 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

How is OTRS logging structured?
by Bogdan Iosif 18 Oct '12

18 Oct '12

Hi, What is the big picture of an OTRS instance's logging subsystem[s]? Please validate / complete the following statements or maybe paint your own picture or point me to a doc source (i failed to Google my way to one): - (1) files: %OTRS_HOME%\var\logs\*.log - (1.1) "otrs.log" - (1.1.1) Are these statements correct? : "otrs.log" is the main log file where entries are written only via the "Kernel::System::Log" core module. Investigation for most non-trivial OTRS errors should start by looking in "otrs.log". - (1.2) "SchedulerERR*.log" / "SchedulerOUT*.log" - (1.2.1) What purpose do these files serve? - (1.3) Are there other log files commonly found in this folder? - (2) GUI: ADMIN -> "System Log" - (2.1) Are these statements correct? : "otrs.log" from (1.1) is exposed in this GUI on *nix installations but not on Windows http://doc.otrs.org/3.1/en/html/adminarea-system-log.html - (3) files: %APACHE_HOME%\logs\*.log - (3.1) "access.log" - (3.1.1) Are these statements correct? : Not very interesting for OTRS error analysis. Documented here http://httpd.apache.org/docs/2.2/logs.html#accesslog - (3.2) "error.log" - (3.2.1) Are these statements correct? : When OTRS crashes really bad, this is the log to look at. "Console" log for mod_perl??? Documented here http://httpd.apache.org/docs/2.2/logs.html#errorlog - (3.3) Are there other log files commonly found in this folder? - (4) files: %CRONW_HOME%\logs\*.log - (4.1) "cronw.log" - (4.1.1) Are these statements correct? : Specific to Windows. Cronw writes to this log, depending on its logging level, when it starts up, reloads crontab or executes various entries in crontab - (4.1.1) Since Generic Agent jobs are run from cronw, will errors encountered by these jobs be written to this log? If not, then where? Any relationship to (1.2)? Is it possible to log some kind of output from Generic Agent jobs for audit purposes? If so, how? - (4.2) Are there other log files commonly found in this folder? Looks like a quiz but I was just trying to make it easy to answer to a particular question. Thanks, Bogdan P.S: I'm running v3.1.10 on Windows with the configuration deployed by the Windows installer OTRS package (Apache/StrawberryPerl/mysql)

2 5

otrs.GenericAgent.pl -[c db] FAQ?
by Frans Stekelenburg 18 Oct '12

18 Oct '12

One for the FAQ maybe, what is functional the difference between: $HOME/bin/otrs.GenericAgent.pl and $HOME/bin/otrs.GenericAgent.pl -c db to me the scripting part appears poorly documented.. kr Frans

2 2

Checklist
by S.Krueger＠aswo.com 18 Oct '12

18 Oct '12

Message: 1 Date: Wed, 17 Oct 2012 14:13:45 +0000 From: Juan Manuel Clavero Almir?n <juanm.clavero(a)ibsalut.es> Subject: Re: [otrs] Checklist To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <4E6C4135180B424CBFC6C6DE9456154A2A17BAA1(a)SCPDPSEXMB01P.ssib.local> Content-Type: text/plain; charset="utf-8" Hi Stefanie, a simple way would be using FAQ Articles. an Agent should insert Article text in the AgentTicketPhone Rich Text editor this way he would be able to read the questions and answer them Kind regards, Juan Clavero ############################# Hi Juan, that´s a good and easy idea ! Thank´s , we´ll try it that way. Best regards, Stefanie Krüger

1 0

Out of the Office...
by LQ Marshall 18 Oct '12

18 Oct '12

aravind.r, I will be out of the office from Tuesday, October 16th through Thursday October 18th, 2012 with intermittent access to email. If you require more immediate assistance please forward your request to support.

1 0

Unable to approve a change request
by Aravind.R 18 Oct '12

18 Oct '12

Hi, I am in a process of configuring / customizing ITSM and found that there is no option to approve a work order. Please help me to find out the options for this purpose. Regards, Aravind.R Sr.Executive, Systems Description: cid:image001.jpg@01CD23B3.DD1288F0 CCS Technologies (P) Ltd G-261, Main Avenue, Panampilly Nagar | Cochin | India - 682036 T: +91-481-2565654 (Extn:152) | M: +91-9645494942 E: <mailto:aravind.r@ccstechnologies.in> aravind.r(a)ccstechnologies.in | W: <http://www.ccstechnologies.in/> www.ccstechnologies.in P Please consider the environment before printing this email Description: cid:image002.jpg@01CD23B3.DD1288F0 Description: cid:image004.jpg@01CD23B3.DD1288F0

1 0

Problem with ITSM Notifications
by Wagner 18 Oct '12

18 Oct '12

Hello, I'm trying to send a notification to the work order agent when a specific word order reachs it's Planned Start Time, so the Agent knows that he can begin the change. I've configured it, but it doesn't send the notification, every other notification works. I tried every possible configuration in the event WordOrderPlannedStartTimeReached to send to workorder agent, to change manager, to everybody, and every workorder! but nothing... it doesn't even log a thing. Does anyone have any idea? the workorder is created from a change template, it has the "requested" status Thanks

2 2

ACL with FREETEXT ISSUE
by Antonio Sarmiento 18 Oct '12

18 Oct '12

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

2 1

Adding new agent
by Jennifer Valdez 17 Oct '12

17 Oct '12

Hello, I am having trouble adding a new agent. We are using LDAP authentication, but when I try to add a new agent, the password field is required. Am I missing something in the configuration? Thanks, Jennifer -- Jennifer Valdez CSU - Cooperative Institute for Research in the Atmosphere Joint Institute - GSD Webmaster NOAA Earth System Research Laboratory Global Systems Division 303-497-4584

3 2

Custom Statistics Report
by Gadow, Shawn 17 Oct '12

17 Oct '12

I am trying to create a report that lists a sum of accounted time by Owner for closed tickets.. but I don't see owner or agent listed anywhere in the choices in the statistics module when creating reports.. any ideas?

2 1

Out of the Office...
by LQ Marshall 17 Oct '12

17 Oct '12

Hello, I will be out of the office from Tuesday, October 16th through Thursday October 18th, 2012. During this time I will have intermittent access to email. If you require more immediate assistance please forward your request to support.

1 0

E-mail form
by Jean BROW 17 Oct '12

17 Oct '12

Hi, Can anyone point me to the information about how to create an e-mail form (Contact us form) at our website. I want all customers to enter their mobile number before they send the form, so our CRM system (where we import emails with web service) can identify all customers based on the mobile number they enter on the contact us form. Thanks in advance.

2 1

E-mail form
by Jean BROW 16 Oct '12

16 Oct '12

Hi, Can anyone point me to the information about how to create an e-mail form (Contact us form) at our website. I want all customers to enter their mobile number before they send the form, so our CRM system (where we import emails with web service) can identify all customers based on the mobile number they enter on the contact us form. Thanks in advance.

1 0

Add Additional Search Attribute
by Nick Lapp 16 Oct '12

16 Oct '12

Is it possible to add another search attribute to the ticket search? I'm wanting to search all tickets based on a user attribute other than CustomerID and Customer User Login. Nick

2 3

Multiple LDAP Authentication Sources
by Nick Lapp 16 Oct '12

16 Oct '12

Hello all, I am in the process of setting up OTRS for my organization. We provide tech support to about 20 different organizations and are currently using WebHelpdesk as our helpdesk solution with each customer organization connected to WebHelpdesk with LDAP sync. We would like to accomplish the same thing with OTRS allowing users within the different organizations to login to OTRS with their local AD account. In order to improve the speed of OTRS, I have set up a separate service that syncs AD user information from the various organizations with the OTRS user database. That way OTRS is relying on its own database for user information and it doesn't have to go out over an LDAP connection. I have then set up LDAP authentication so the user is authenticated with AD and the user information is already in the OTRS database. This has been working successfully with the first 10 organizations, but as soon as a user from the 11th organization tries to authenticate, it fails. I know there is hard limit of 10 set for LDAP back ends so I'm assuming that same limit is also on LDAP authentication back ends which is causing the failure. I'm also seeing in the system logs that the 10th organization is the last one OTRS attempts to authenticate against. My question is, does anyone know of a way to override that limit of 10? I've already come up with a successful workaround for the slowness caused by multiple LDAP customer data back ends and we're okay with slower login times due to multiple LDAP authentication sources. Our real goal is a seamless experience for our customers. Any help is much appreciated! Best regards, Nick

3 3

OTRS 3.1 Additional customer informations in TicketZoom view
by YOKEL Philippe 16 Oct '12

16 Oct '12

Hello, I'd like to add some more customer informations on the side bar widget in the ticket zoom view. I actually have the default firstname, name, user name and mail, and I want to add the comment field. I took a look at the AgentTicketZoom.dtl file and see this section : # show customer info table  $Data{"CustomerTable"}  Where is defined the CutomerTable ? I saw many times that it would eventually be in the config.pm.... but there's nothing in that file that talk about the customerTable (I can copy/past this file content if needed). thanks for your help. Philippe

2 5

OTRS cannot send Notifications after server IP change
by Maurício Ramos 16 Oct '12

16 Oct '12

Hello, after a change of IP, our OTRS installation is not able to send notifications anymore. At error_log we see: [Thu Oct 11 09:06:02 2012] [error] [client 194.79.86.4] Invalid method in request \x03 [Thu Oct 11 09:06:06 2012] [error] [client 194.79.86.4] Invalid method in request \x03 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Oct 11 10:58:33 2012, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] , referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Message: Can't connect to LXWMTS02: Invalid argument!, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] , referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Traceback (11551): , referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Email::SMTP::Send (v1.21.2.2) Line: 91, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Email::Send (v1.45) Line: 553, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.185.2.2) Line: 2073, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.185.2.2) Line: 370, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::Modules::AgentTicketClose::Run (v1.46) Line: 494, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 10:58:33 2012] [error] [client 172.26.129.198] , referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 [Thu Oct 11 11:00:07 2012] [error] [client 172.26.129.198] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Oct 11 11:00:07 2012, referer: http://172.26.130.5/otrs/index.pl?Action=AgentTicketClose&TicketID=489 The old IP used to be 172.26129.21 and now is 172.26.130.5. Since the SMTP server LXWMTS02 is reachable and the login/password used for authentication did not change, I don´t know what could be happening? Some info stored in database or any config file maybe? Does anyone have some idea? Thanks for any input and feedback you can provide.

3 3

Can non-admins be allowed read-only access to customer / companies details?
by Bogdan Iosif 16 Oct '12

16 Oct '12

Hi, I managed to give full access to Customers / Companies modules for regular agents by including them in a newly created group - AgentCcGroup - and then adding this group in the following "Group ro" sections from SysConfig -> Framework -> Frontend::Admin::ModuleRegistration - Frontend::Module###Admin - Frontend::Module###AdminCustomerUser - Frontend::Module###AdminCustomerCompany Trouble is, the resulting access type is full - i.e. the agents can do any modifications to customer / companies details - and I need the access type to be "read-only". Also, I'm confused by what "Group ro" means as I expected it to mean "read-only" but practice showed me otherwise. I was guided by this http://forums.otterhub.org/viewtopic.php?f=60&t=7561solution to the same problem but it doesn't touch too much on the read-only part of my requirement, it just ~implies it should work. Does anyone know if there is such a thing as "read-only" access to a module in the sense that the user can explore it's GUI but not make changes? (or even better, someone maybe solved this exact problem?) Thanks, Bogdan

2 13

Can customers be allowed to reply on existent tickets in a queue but NOT allowed to post new tickets in this same queue?
by Bogdan Iosif 12 Oct '12

12 Oct '12

Hi, In my case, when a customer posts a new ticket it goes to queue Q1. If agents assigned to Q1 can't solve it, the ticket is moved to Q2, handled by more advanced agents. I would like to allow customers to reply on tickets while they are in Q2 but NOT allow them to post new tickets directly to Q2. Problem is, if I give them RO rights on the group assigned to Q2 they can't reply to a ticket while it's in Q2. Otherwise, if I give them RW rights they can reply but they can also post new tickets directly to Q2, which I do not want. I'm thinking ACLs should be able to do it but maybe there's a simpler way. /bogdan

2 2

Error parsing Invoker-respons
by Dion van Adrichem 12 Oct '12

12 Oct '12

Sorry for the remail, this time with all info. For my OTRS-setup I have an Invoker which logs every closing of tickets. In the response I have the log entry-id which I save in a Dynamic Field. This is done correctly. Unfortunately, in the otrs.log file, I keep seeing the following messages: [Mon Sep 17 11:00:22 2012][Error][Kernel::System::Main::_Dump][841] Unknown ref 'Struct'! [Mon Sep 17 11:00:23 2012][Notice][Kernel::Scheduler::TaskHandler::GenericInterface::Run] GenericInterface task executed correctly! When I set the webservice debugging to Debug I can see the following item 'Struct': Incoming data before mapping (2012-09-17 11:00:22.000, debug) $VAR1 = { 'return' => bless( { 'ArticleID' => '17120', 'Respons' => 'OK', 'ResponsMessage' => '9836' }, 'Struct' ) }; When I check the received XML it shows as follows: <soap-env:envelope soap-env:encodingstyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap-enc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap-env="http://schemas.xmlsoap.org/soap/envelope/"> <soap-env:body> <xmlns:Logresponse> <return xsi:type="SOAP-ENC:Struct"> <articleid xsi:type="xsd:string">17120</articleid> <respons xsi:type="xsd:string">OK</respons> <responsmessage xsi:type="xsd:string">9836</responsmessage> </return> </xmlns:Logresponse> </soap-env:body> </soap-env:envelope> I personally think that the "Struct" in the Bless() (in the data before mapping) is causing this error, but I am unaware how to fix this issue. Where can/should I start? Is this a bug, that the XML cannot be parsed correctly? My setup is: Windows Server 2008 R2 - MS SQL 2008 R2 - OTRS 3.1.10 Thanks for any reply! Regards, Dionysius

1 2

Add custom fields in Customer information
by Adrià García-Alzórriz 11 Oct '12

11 Oct '12

Hi there, I'm interested in adding more fields in Customer details. It can be possible with OTRS? I think that Dynamic Fields are available only in Tickets or Articles. I try to keep helpdesk offers support if a customer didn't pay his previous bill, so a *visible* message (such pop-up, custom HTML) would be great. Disabling customers or add text comments into customer's profile are insufficient for us beacause in first case the agent can't find the customer when opens a phone ticket; in the second one, if customer creates a ticket via mail it can be difficult to notice these kind of administrative messages. Do you have any ideas? Many thanks! -- Adrià García-Alzórriz <adria.garcia-alzorriz(a)adam.es>

4 10

Mismatch with PriorityUpdate in history of a ticket
by Bernard Chambon 11 Oct '12

11 Oct '12

Hello, I need to get history of a ticket (in order to send modifications elsewhere). Doing this I got a strange behavior with PriorityUpdate. In a few word, It appear that the priority I got is not the current one but the previous one Example with one ticket, and 3 changes in priority Here is the excerpt of history (using the WUI) PriorityUpdate Changed priority from "2 low" (2) to "1 very low" (1). - 10/10/2012 16:18:05 PriorityUpdate Changed priority from "1 very low" (1) to "3 normal" (3). - 10/10/2012 16:22:40 PriorityUpdate Changed priority from "3 normal" (3) to "5 very high" (5). - 10/10/2012 17:42:48 Here is the result using API [root@xxxxxxx ~]# ./TestPriorityUpadete.pl Case PriorityUpdate, createTime 2012-10-10T16:18:05, PriorityID =2, Case PriorityUpdate, createTime 2012-10-10T16:22:40, PriorityID =1, Case PriorityUpdate, createTime 2012-10-10T17:42:48, PriorityID =3, and looking in the DB mysql> select create_time,priority_id from ticket_history where ticket_id=1024 and history_type_id=22 ; +---------------------+-------------+ | create_time | priority_id | +---------------------+-------------+ | 2012-10-10 16:18:05 | 2 | | 2012-10-10 16:22:40 | 1 | | 2012-10-10 17:42:48 | 3 | +---------------------+-------------+ So (for example) looking at priority set at 16:18:05, I didn't get 'very low' (1) as expected but the previous value (which is 2) etc. etc. Do I miss something in understanding Tickets's history ? Best regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

1 0

R: otrs Digest, Vol 49, Issue 30
by Bianchi Massimo 11 Oct '12

11 Oct '12

Roberto mi puoi dare una data? Inviato da Samsung Mobile cell:3485852275 "otrs-request(a)otrs.org" <otrs-request(a)otrs.org> ha scritto: Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Dashboard Auto Refresh (Adri? Garc?a-Alz?rriz) 2. Add custom fields in Customer information (Adri? Garc?a-Alz?rriz) 3. Re: Add custom fields in Customer information (Roy Kaldung) 4. Re: Dashboard Auto Refresh (Alexander Halle) 5. Re: Dashboard Auto Refresh (Roy Kaldung) 6. how to save e-mails as draft? (????) 7. Re: Add custom fields in Customer information (Adri? Garc?a-Alz?rriz) 8. Re: Add custom fields in Customer information (Roy Kaldung) 9. Re: how to save e-mails as draft? (Muhammad El-Sergani) ---------------------------------------------------------------------- Message: 1 Date: Wed, 10 Oct 2012 15:13:35 +0200 From: Adri? Garc?a-Alz?rriz <adria.garcia-alzorriz(a)adam.es> Subject: Re: [otrs] Dashboard Auto Refresh To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1349874815.5646.4.camel(a)debiad.adam.local> Content-Type: text/plain; charset="utf-8" El dc 10 de 10 de 2012 a les 11:58 +0200, en/na Bernd Backhaus va escriure: > Am 10.10.2012 11:49, schrieb Adi Ariyanto: > > > I already setup overview refresh time into 2 minutes, but still > > dashboard doesn?t autorefresh > > > > I try with chrome and internet explorer > > > > > > > > Is in your otrs it works? > > > > > > > > yes, we use Firefox exclusively though. +1 For example, I'm using Iceweasel 10 and works like a charm. Adi, be sure that your browser accepts cookies, JavaScript, and you know, these basics. And you need a modern browser too, according to OTRS' system requirements [1]. [1] http://www.otrs.com/en/software/otrs-help-desk/features/system-requirements/ -- Adri? Garc?a-Alz?rriz <adria.garcia-alzorriz(a)adam.es>

1 0

how to save e-mails as draft?
by 松浦健時 11 Oct '12

11 Oct '12

Hi All, I am using OTRS Helpdesk 3.1.10 Does anyone know how to save e-mails as draft? I searched in the mailing list archive, but I couldn't the answer. Thanks, Kenji ---------------------------------------------------------------------

2 1

Dashboard Auto Refresh
by Adi Ariyanto 11 Oct '12

11 Oct '12

Dear All I know perhaps this question is old question :) Can any one tell me how to make Agen Dashboard is auto refresh after 2 minutes ? in google I found article the tutorial but it use for OTRS 2.0 I am used 3.1 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.

5 6

otrs auto merge feature
by Neil Simpson 10 Oct '12

10 Oct '12

Hi, We are using a "drop" system for mails that we want in otrs, if there's an email chain of 5 emails however and then you drop them all into otrs, you get 5 new tickets, not one ticket with 5 articles which is what i'd like as they all have same subject and relate to same issue. i know otrs like's to match by OTRS number but is there no way for it to check subject line aswell? thanks Neil

5 12

List pending tickets in queueview
by Jan.Dreyer＠bertelsmann.de 10 Oct '12

10 Oct '12

Hi. Is it somehow possible to get the number of pending tickets included in the list of queues on top of queueview? Example: We have a queue with no open tickets, but only tickets with states closed or pending. This queue will not be shown in the list of queues, regardless of the chosen "All tickets" option below. We want to have this queue listed. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS

1 0

Multi-level tickets classification?
by Olivier Macchioni 09 Oct '12

09 Oct '12

Hello, I need to classify my tickets based on a multi-level tree - I actually have 3 levels, for instance: Customer / Shipment / Not delivered Customer / Shipment / Broken Customer / Payment / Invoice not received Customer / Payment / Invoice dispute Supplier / Goods reception / Quality Problem There is a total of 150+ categories. For some categories, the tree has only 2 levels. Ideally, those levels can be changed at any time during the ticket's lifecycle, but are frozen once the ticket is in any of the "closed" states. Is there a recommended method to do so? Thanks, Olivier

3 3

how to send autoresponse to all customers in same company?
by Majed Zouhairy 09 Oct '12

09 Oct '12

i have added 2 email addresses and assigned the same company id to them and i want to if one of them sends an email to otrs then both should get the autoresponse and both can view the ticket. can that be done in otrs?

1 0

AUTO: Dillon, Patrick J is out of the office. (returning 10/15/2012)
by patrick.dillon＠aleris.com 08 Oct '12

08 Oct '12

I am out of the office until 10/15/2012. Please contact Meg Gray for urgent backup or recovery issues at 708-753-2247. Note: This is an automated response to your message "Re: [otrs] otrs auto merge feature" sent on 10/8/12 12:53:06 PM. This is the only notification you will receive while this person is away.

1 0

OTRS : Duplicate emails gets via POP3
by Marco Ferreira 08 Oct '12

08 Oct '12

Hi All, We have installed the last otrs version (3.1.10-01) but some times we receive duplicate emails on mailbox of otrs, this emails were obtained via POP3 account. We have cases that a email it's duplicate 100 times. Anyone had this problem ? Regards, Marco

4 13

Receiving mail's with .msg attachments
by Steve Hall 08 Oct '12

08 Oct '12

All, As part of some workflow, we need to be able to receive an e-mail, which contains another e-mail as an attachment. When OTRS receives this it is taking the original .msg file and stripping it into two .txt files This would be be too bad, but we loose the headers from the original attached e-mail which are required for diagnostic purposes. Any way around this? Steve

1 0

no autoresponse in otrs
by Majed Zouhairy 08 Oct '12

08 Oct '12

hello, i looked at how to configure autoresponse for client emails and i have the same configuration but still clients are not getting autoemail response. i have some filters configured but none of them is x-headerloop. when a client sends an email to the otrs system he doesn't get a reply but in the history on the ticket the following is written: Sent no auto-response because the sender doesn't want an auto-response (e. g. loop or precedence hea[...] has anyone had this problem and know the solution? Regards

1 0

3.1.7 Upgrade problem
by Steve Clark 08 Oct '12

08 Oct '12

Hello, When trying the following I get errors. bin]# cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl ERROR: OTRS-otrs.PostMaster.pl-10 Perl: 5.10.1 OS: linux Time: Tue Oct 2 15:13:13 2012 Message: Module Kernel/System/Ticket/Event/TicketFreeFieldDefault.pm not found! Traceback (14249): Module: Kernel::System::EventHandler::EventHandler (v1.10) Line: 209 Module: Kernel::System::Ticket::HistoryAdd (v1.549.2.6) Line: 5270 Module: Kernel::System::Ticket::TicketCreate (v1.549.2.6) Line: 521 Module: Kernel::System::PostMaster::NewTicket::Run (v1.86) Line: 170 Module: Kernel::System::PostMaster::Run (v1.87.2.1) Line: 374 Module: (eval) (v1.5) Line: 114 Module: ./otrs.PostMaster.pl (v1.5) Line: 84 I guess the TicketFreeFieldDefault.pm should be TicketDynamicFieldDefault.pm but I can't figure out where or how it is being referenced. 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 connected to existing CRM plattform
by Jean BROW 07 Oct '12

07 Oct '12

Hi, Our agents have an problem that they need to have a browser window with OTRS open in additional to existing CRM plattform. Is it an possibility to connect to OTRS from our existing CRM plattform? Any API? Thanks in advance.

3 2

Can I use ACLs to hide a certain state transition in GUI while allowing it for the Generic Agent
by Bogdan Iosif 05 Oct '12

05 Oct '12

Hi, Same question, reformulated to use an example: Can I use ACLs to hide the "pending auto close-" state (of type "pending auto") in all agent GUIs while keeping the ability to set this state from Generic Agent jobs? AFAIK, the hiding in GUI part is possible but I'm not sure if the ACLs also apply to the Generic Agent. Thanks, Bogdan P.S: I'm just starting ACLs investigation and I'm not yet able to create my own test. Google hasn't yielded a response.

6 14

Can't get IMAPS/POPS Mail and Can't Connect to http://otrs.org/product.xml
by Derek Kiely 05 Oct '12

05 Oct '12

Hi All, I have a number of issues with OTRS (3.1.7) - which just started happening, no changes were made to OTRS. First up I get this message on the dashboard Can't connect to: http://otrs.org/product.xml (500 Can't connect to www.otrs.com:80 (Bad hostname)) I can get this via wget from the otrs command line. Also I am not receiving any mail via POPS/IMAPS mails into OTRS. When I click fetch mail option under PostMaster Mail Accounts I get a message saying that I can't to the server. When I look at the syslog messages I see the following Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 8 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 7 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 6 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 5 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 4 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 3 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 2 is empty! Any advice on this? What could it be? Thanks in advance for your help Derek Kiely

2 2

Query regarding CustomerTicketMessage
by Abdul Mohammed 05 Oct '12

05 Oct '12

Hi All, I have setup OTRS as our ticketing tool. I am currently trying to remove the default ( - ) from drop down menu of To: address in CustomerTicketMessage to a created queue. With regards, Abdul

6 10

Integration with GLPI
by Wagner 05 Oct '12

05 Oct '12

Hello, is there any way to integrate OTRS with GLPI? So GLPI would update the OTRS CMDB? Thanks

2 1

Does OTRS support calculated fields?
by Bogdan Iosif 04 Oct '12

04 Oct '12

Hi, Please help with determining if OTRS supports a ticket-level [dynamic?] field calculated as a sum of all values of an article-level dynamic field. Example: Assume a ticket-level dynamic field named "Total Estimated Hours" and an article-level dynamic field named "Article Estimated Hours". Both are shown in read-only mode in customer interface's ticket zoom view. Desired behavior: T1. Customer creates the ticket => Customer's ticket zoom view shows Total Estimated Hours = 0 T2. An agent adds an article with Article Estimated Hours = 3 => Customer's ticket zoom view shows Total Estimated Hours = 3 T3. Customer follows up on the ticket T4. An agent adds an article with Article Estimated Hours = 2 => Customer's ticket zoom view shows Total Estimated Hours = 5 ... Is this possible [without messing with OTRS's core source files]? Thanks, /bogdan P.S: I was thinking about a database trigger but a) seems dangerous as it may leave info in memory on the web server out of synch with that from db and b) there isn't enough info in the db anyway to determine if a row from dynamic_field_value is associated with a ticket or an article.

2 2

can´t see history ticket
by DM_Julio Angulo 04 Oct '12

04 Oct '12

hi guys, checking the log I find this message: [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:01 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Tue Sep 25 13:05:02 2012][Error][Kernel::System::Ticket::HistoryAdd][6265] Table '.\otrs\ticket_history' is marked as crashed and should be repaired, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' Now when I see the history of the ticket not displayed I do not understand the message, any help thanks Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

3 4

First Response Escalation Reporting
by Derek Kiely 03 Oct '12

03 Oct '12

Is there a way to report the number of tickets that hit the First Response Escalation Time over the last week? I need to be able to say that X% of tickets opened last week were answer within the First Response SLA time. Can I see this even if the escalation has been handled? Thanks in advance Derek Kiely

1 0

Salesforce & OTRS
by Derek Kiely 03 Oct '12

03 Oct '12

Hi All, I am looking at integrating OTRS and Salesforce, I know previously that there was an add-on but this seems to no longer be available. At a high level I want to pull all of our Account and Contact information from Salesforce and have ticket information provided back to Salesforce. Has anyone done this? What are the limitations? Can you give me some info as to how to set this up. Many thanks in advance for your help Regards Derek

1 0

FW: Tweaking the Richtext Editor
by David Boyes 02 Oct '12

02 Oct '12

Nifty hack to enable lots of goodness – any reason why this shouldn’t be the default setting? It does no harm and a LOT of good. Feed: OTRS Community Blog Posted on: Monday, October 01, 2012 8:47 PM Author: Jens Subject: Tweaking the Richtext Editor [nifty hack snipped]

1 0

upgrading from OTRS 2.3.4-01 to the latest version
by Coert Waagmeester 02 Oct '12

02 Oct '12

Hello all, We have OTRS 2.3.4-01 running on a RHEL 5.3 system. I want to install a new machine running RHEL 6.3 and upgrade the existing OTRS to 3.1.10. I read in the documentation that I will need to step through each of the minor versions for this upgrade, eg 2.3 > 2.4 > 3.0 > 3.1.10. Is this the correct way of doing it? Where can I find the archive RHEL RPMs for OTRS? Should I use the fedora 4 directory on ftp.otrs.org? Thank you in advance, Coert Waagmeester

2 1

Query regarding OTRS automatic ticket opening
by Abdul Mohammed 01 Oct '12

01 Oct '12

Hi, I have a query, is it possible that otrs to open a ticket automatically when an email is sent out to its address (Example: *noc-support(a)photobox.com * <noc-support(a)photobox.com>). **(Basically "*noc-support(a)photobox.com*", is an alias group which contains some agents) With regards, Abdul Sys Admin

2 1

[itsm] Link a CI with a customer
by DEVRED Nicolas 01 Oct '12

01 Oct '12

Hello, Is it possible with the CMDB module to link a Customer with a CI ? ND

1 0

Should I ask user questions on this mailing list or on http://forums.otterhub.org/
by Bogdan Iosif 28 Sep '12

28 Sep '12

Hi, I'm confused about the proper place where I should ask a user question. Should I ask on: a) this mailing list b) http://forums.otterhub.org c) all of the above d) either a) OR b) but never both Thanks, Bogdan

2 1

Apache closed connection while updating ITSM
by Juan Manuel Clavero Almirón 26 Sep '12

26 Sep '12

Hello, I was upgrading ITSM (from 3.0.5 to 3.1.5) using AdminPackageManager but Apache closed connection. Afterwards, ITSM appeared upgraded but all its submodules not (ITSM was in 3.1.5, ITSM-Core and others where in 3.0.5). Anyone has any clue as to why it happened and how to prevent it? Kind regards, Juan Clavero

1 0

Mysql Help
by Andrew Meyer 25 Sep '12

25 Sep '12

I need to close about 25,000 tickets all with the same email address. I was hoping to do this within the MySQL Workbench or at the command line. Can anyone assist me in executing this command? Thanks, Andrew Meyer Unix Systems Administrator Precision Practice Management The business behind the practice. [Description: http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg] D: 314-881-5265 C: 314-565-0868 F: 314-881-5365 689 Craig Road, Creve Coeur, MO 63141 Main Phone: 314-787-0681 www.PrecisionPractice.com<http://www.PrecisionPractice.com> Email: ameyer(a)precisionpractice.com CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include protected health information (PHI), confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed or the individuals designated to view such information per federal HIPAA regulations. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

5 9

Fehlermeldung nach Update auf 3.1.10
by S.Krueger＠aswo.com 25 Sep '12

25 Sep '12

Hi ! seit Update auf 3.1.10 können keine Telefon-tickets mehr erstelt werden. Im Log erscheint folgender Fehler. Sep 25 15:46:08 support-test OTRS-CGI-68[16271]: [Error][Kernel::System::DynamicField::DynamicFieldUpdate][Line:356]: Need ID! Ich habe im Admin-Handbuch gelesen, dass aus den FreetextFelder jetzt Dynamische Felder geworden sind. Wir hatten Freetextfelder im Einsatz, wenn ich im ADMIN-Bereich unter "Dynamic Fields" gucke, wird mir nichts angezeigt. Hätten die alten FreetextFelder nicht migriert werden müssen ?! Oder muss ich noch an anderer Stelle etwas aktivieren ?! Jeder Tip ist gern genommen. Steffi

1 0

ITSM change add permission
by Wagner 25 Sep '12

25 Sep '12

Hello, Is it possible to add a permission that allows only to create changes using templates? not showing the rest of the ChangeAdd view. Thanks

1 0

Connection to platform failed
by Stefano Ricci 24 Sep '12

24 Sep '12

hi to all... i user otrs 3.1.7 to work with my company customer and today i have some problems. my configuration is that: otrs in datacenter connected with customers active directory throught vpn connections and, if the customer is small, only the local database. today the vpn connection go down for 2 customers, and the platform block the login for agents and others customers... to solve the problem i remove the customers unreachable from config.pm... i want to know if is possible write some code in config.pm to check with ping the primary domain controller status, and if is offline, ignore the part of code that connect this active directory... thanks fo the help

3 5

SLA tied to Priority
by Derek Kiely 22 Sep '12

22 Sep '12

Hi, I am currently looking for a way to automatically tie Priority to SLA. If I update the priority of a ticket then I want to SLA to also be changed. Is this possible? I have seen people mention that it can be done via genericagent.pm does anyone have an example of how to do it this way? What I am trying to achieve is the following: Services: Standard, Premium and Premium Plus. SLA: 1 hour update, 2 hour update, 4 hour update, 24 hour update. So if I have a ticket that is created by a customer with Service = Standard and the Ticket Priority = P5 then the SLA =24 hour update, If I increase the priority to P1 then SLA should automatically =1 hour update. Thanks in advance for your help. Derek Kiely

2 3

Migrating Free Fields from OTRS2 to OTRS3
by Zhang, Shuai 20 Sep '12

20 Sep '12

I defined some free fields in my OTRS Helpdesk 2.4. After I upgrading to 3.1, only fields like 'Due Date' are properly translated. Everything else are in Z_Deprecated, how do I use them as before? And any way to translated them? Do I need to manual add them to dynamic fields one by one?

1 0

Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 18 Sep '12

18 Sep '12

Just a quick update on this as I found some time to do some in-depth digging. It _was_ an issue with themes, but almost impossible to track down. Back in the dim and distant past (otrs 2.4.x) we did indeed have our own themes. But after upgrading to 3.0.x the default theme was much better so we just decided to use it instead and never bothered with our own anymore and it was removed - however, some user accounts still had the old theme referenced against their accounts in the DB, but, and it's a BIG but, in the user preferences screen in the GUI (both Admin GUI and the users own preferences page) the Theme dropdown not only showed the user's Frontend theme as being the Standard one - it didn't even have the entry for the old theme in the dropdown list - there was no way to tell that the Standard theme wasn't selected on the accounts with the issue as it was the only one shown. I had to manually go through the user_preferences table and change every user's UserTheme entry to "Standard" manually using SQL. I suppose the real issue is that the GUI didn't display in the user's preferences the actual value set in the DB, rather just a pre-populated list of currently valid themes - so there was no way to tell that an invalid Theme was chosen without looking at the data in the DB directly. Anyway, fixed now. BR, Mark. >>> On 06/09/2012 at 18:01, Gerald Young <crythias(a)gmail.com> wrote: > Preferences would be in a different location from security. > > On Thu, Sep 6, 2012 at 12:01 PM, Mark Dissington < > Mark.Dissington(a)netmania-it.com> wrote: > >> Not that I can see. I've check agent <-> role and agent <-> group >> config. One agent has identical settings to my agent account, mine >> account works OK, his has the problem. >> >> I may strip all the group and role config down so everybody has rights >> to everything and see if that sorts it. Any suggestions on how to get >> all queues / roles and group rights rolled back to the standard users >> group? >> >> M. >> >> >>> On 06/09/2012 at 16:28, Gerald Young <crythias(a)gmail.com> wrote: >> > Going with Alvaro's response, would non-working agents have >> preferences >> > different from working agent? >> > >> > On Thu, Sep 6, 2012 at 10:47 AM, Alvaro Cordero >> <alvaro(a)gridshield.net>wrote: >> > >> >> Hello, >> >> >> >> I've seen this happening when you are using a default enconding that >> does >> >> not support some special caracters, for example in our case latin >> caracters >> >> like "ñ", and the accent caracter, to fix that we changed the >> default >> >> char-set to 'utf-8' and problem fixed. >> >> >> >> You can check for that kind of patterns and give it a try with the >> charset. >> >> >> >> Best Regards. >> >> >> >> >> >> >> >> On Thu, Sep 6, 2012 at 8:05 AM, Mark Dissington < >> >> Mark.Dissington(a)netmania-it.com> wrote: >> >> >> >>> Hi Gerald, >> >>> >> >>> It's not that nothing is displayed as you are typing, the customers >> list >> >>> appears and is filtered as for all agents as you are typing in the >> box, so >> >>> the customer DB is being queried and showing the same data for all >> agents. >> >>> But if a non-working agent selects any customer from the list >> displayed >> >>> then the data is not left in the field, the field becomes blank. >> Selecting >> >>> the same customer for a working agent the data is left in the >> field >> >>> correctly. >> >>> >> >>> Mark. >> >>> >> >>> >>> On 06/09/2012 at 12:23, Gerald Young <crythias(a)gmail.com> >> wrote: >> >>> > They won't populate if the customer is invalid. >> >>> > >> >>> > On Thu, Sep 6, 2012 at 3:50 AM, Mark Dissington < >> >>> > Mark.Dissington(a)netmania-it.com> wrote: >> >>> > >> >>> >> Hi Robert, >> >>> >> >> >>> >> Yes, I thought that was a possibility as well, but all the users >> are >> >>> using >> >>> >> the Standard theme. >> >>> >> >> >>> >> Mark. >> >>> >> >> >>> >> >>> On 05/09/2012 at 18:23, Robert Poreba < >> >>> poreba.robert(a)googlemail.com> >> >>> >> wrote: >> >>> >> > Mark >> >>> >> > >> >>> >> > Are all users using the same Theme? >> >>> >> >> >>> >> >> >>> >> On 5 Sep 2012, at 12:58, "Mark Dissington" < >> >>> >> Mark.Dissington(a)netmania-it.com> wrote: >> >>> >> >> >>> >> > Something very strange going on here with otrs 3.1.7 (now >> upgraded to >> >>> >> 3.1.10) to try to resolve the issue. >> >>> >> > >> >>> >> > For both New Phone Tickets and New Email Tickets the customer >> field >> >>> >> won't populate with the data from the Javascript customer search >> for >> >>> SOME >> >>> >> users. For example my accoutn works fine - create a new phone >> ticket, >> >>> start >> >>> >> typing in the "from customer" field click on the correct >> customer, >> >>> field >> >>> >> populates with the data and is greyed out, another "from >> customer" >> >>> field >> >>> >> appears for adding the next one if required. >> >>> >> > >> >>> >> > For our agents with the problem - they start typing in the >> "from >> >>> >> customer" field and the customer data is displayed as normal, >> but >> >>> clicking >> >>> >> on the customer or tabing to the next field then empties the >> field >> >>> rather >> >>> >> than displaying the selected customer. >> >>> >> > >> >>> >> > This only affects, _some_ agents, it isn't PC specific as >> logging in >> >>> >> with a working account on that PC then works, and using one of >> the >> >>> faulty >> >>> >> accounts on a working PC fails. >> >>> >> > Have checked all Roles/Groups and everything seems the same >> between >> >>> >> working and non-working agents. No changes are made to ACLs >> anywhere, >> >>> any >> >>> >> config changes only made through the Sysconfig GUI. >> >>> >> > >> >>> >> > These accounts _were definitely_ working. Has been an issue >> for ~2 >> >>> >> months (since upgrade to 3.1.x from 3.0.x probably) >> >>> >> > >> >>> >> > TIA, >> >>> >> > Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

1 0

Problems with group of email
by Carlos Ribas 14 Sep '12

14 Sep '12

Hello all, I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer(a)company.com) but it does not work using a group of email (eg noc(a)company.com or support(a)company.com) I can´t understand what happens. Anybody knows why I can´t use group of email? Best regards, ------------------------------- Carlos Eduardo Ribas

4 20

OTRSMasterSlave won't work with old master-slave relations
by Juan Manuel Clavero Almirón 14 Sep '12

14 Sep '12

Hi all, I don't know if there's any MasterSlave list or forum going on, so I've decided to send this here. Sorry if it's not convenient and gladly would receive any URL or email to post or send this email to. We are currently using OTRS 3.0 on our production environment and I'm testing OTRS 3.1 upgrade on a test system (with production data). I've been having problems with MasterSlave upgrade. I've followed the steps in http://forums.otterhub.org/viewtopic.php?f=60&t=15497, but they didn't seem to work for me, so I'll tell the problems I had and how I solved them: - Dynamic Field was not properly upgraded: there is a Dynamic Field created by the OTRS 3.1 upgrade script, called 'TicketFreeText12', named 'MasterSlave', but it was invalid and didn't match value in MasterSlave::DynamicField + Solved via SQL, because there was a problem defining an empty Possible Value via Sysconfig. + UPDATE dynamic_field SET name='MasterSlave', label='MasterSlave', valid_id=1 WHERE id='24'; - Old Master Slave relations (those created in 3.0 environment) were no longer recognized. + It seemed to be because the dynamic field value of the slaved ticket now stores the ticketnumber of the master ticket. + I've solved using the attached script. It will gather all the old slave ticket and try to re-slave them to the first target of a Parent-Child link which happens to be a Master Ticket. + I know is not a perfect solution, but we don't have much links between tickets, most slave tickets have just one Parent-Child relation and, of those that have more than one Parent-Child relation, normally only one of them would be master, so it pretty much keeps everything together. + Of course, if you have this problem, your situation may vary and you should customize and test in a test environment before applying to a production system. Kind regards, Juan Clavero

1 0

slow mysql queries after upgrade 2.2.7 -> 3.1.10
by Christopher Reemts 14 Sep '12

14 Sep '12

hello everyone, I'm trying to upgrade OTRS from version 2.2.7 to 3.1.10 while migrating the system to another server. I first "cloned" the 2.2.7 system on the new server and successfully imported the database and all configurations. then I upgraded the OTRS: 2.2 -> 2.3. -> 2.4. -> 3.0 -> 3.1. I executed all migration scripts and followed every instruction mentioned in the documentation. the system works well, except some very slow mysql queries when I try to view tickets. I activated mysql-slow-query-log, example (viewing a ticket): ------------------- SET timestamp=1347279327; SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa.a_message_id, sa.a_in_reply_to, sa.a_references, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, st.responsible_user_id, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.ticket_lock_id, st.title, st.escalation_update_time, st.freetime1 , st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.change_time FROM article sa, ticket st WHERE sa.ticket_id = '28373' AND sa.ticket_id = st.id ORDER BY sa.create_time, sa.id ASC; # Time: 120910 14:15:35 # User@Host: otrs[otrs] @ localhost [] # Query_time: 8.183378 Lock_time: 0.000041 Rows_sent: 3 Rows_examined: 61222 --------------------- the system takes about 5-30 seconds to view a ticket. sometimes it just works perfectly for a while, the next moment it's slow again. table "article" has about 68.000 records table "ticket" has about 28.000 records if you need to know other data or log files, let me know. thanks in advance, chris -- Bergische Universität Wuppertal Zentrum für Informations- und Medienverarbeitung Gaussstr. 20 D-42097 Wuppertal Germany Email: reemts(a)uni-wuppertal.de Home : http://www.zim.uni-wuppertal.de

2 3

CustomerID as required field in AgentTicketClose
by ml ml 13 Sep '12

13 Sep '12

Hello List, i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose. How do i do that? Thanks, Mario

3 6

audit configuration changes
by Juan Manuel Clavero Almirón 13 Sep '12

13 Sep '12

Hi all, is there a module to audit changes done via Sysconfig? Kind regards, Juan Clavero

1 0

Responses when creating new e-mails
by Jean BROW 12 Sep '12

12 Sep '12

Hi, When the agent would like to create a new e-mail (he dosen't replay to an incoming email). How can I make it possible so agent can choose one of the "Response template" in system (same template we can choose from when we replay to incoming emails). Thanks and Regards.

5 4

LimeSurvey
by Gerald Young 12 Sep '12

12 Sep '12

http://forums.otterhub.org/viewtopic.php?f=53&p=66684#p66684 Concept: Using LimeSurvey to make your multiple (even different-language) surveys, inject your ticketnumber as a token to a LimeSurvey "closed' survey, Then, create an OTRS Response that will be your survey response request, which would include the hyperlink to the language and queue-based survey.

1 0

Adding Subject to Survey
by Kirby Fell 11 Sep '12

11 Sep '12

I am trying to add the following tag to my survey but it does not pull any data. <OTRS_CUSTOMER_SUBJECT[20]> Does anyone know a trick to getting the subject to appear in the survey email so users know which ticket they are responding to? I'm on OTRS 3.0.8. Thanks, Kirby L. Fell Director of Educational Technology Cambrian School District 4115 Jacksol Drive San Jose, CA 95124 fellk(a)cambriansd.org<mailto:fellk@cambriansd.org>

1 0

OTRS on mssql
by Wouter Mignon 11 Sep '12

11 Sep '12

Hi all, Is there anything new on the roadmap to significantly boost OTRS on MSSQL performance? We are considering to move back to MYSQL. Kind Regards, Wouter Mignon

2 1

/opt/otrs/bin/c: page allocation failure
by Leonardo Certuche 10 Sep '12

10 Sep '12

Hello there, We're facing an strange error message after migrating from 2.4 to 3.1 in one of our customers. Hopefully some of you guys have faced a similar error and can give us some ideas. Operating system logs are full of entries like the following: The following is only an harmless informational message. Unless you get a _continuous_flood_ of these messages it means everything is working fine. Allocations from irqs cannot be perfectly reliable and the kernel is designed to handle that. */opt/otrs/bin/c: page allocation failure*. order:1, mode:0x20 Pid: 5548, comm: /opt/otrs/bin/c Not tainted 3.1.0-1.2-desktop #1 Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

change behaviour of CompanyTickets on Customer interface
by Leonardo Certuche 10 Sep '12

10 Sep '12

Hello there, One of our customers wants to change the behaviour of the CompanyTickets button on the customer interface. Instead of showing the tickets associated with the CustomerID of the Customer, they want to show there the tickets that are in the groups where the customer has permissions to (we already have CustomerGroupSupport enabled). We where checking the code at Kernel/Modules/CustomerTicketOverview.pm and it seems to refer to the following lines: CompanyTickets => { All => { Name => 'All', Prio => 1000, Search => { CustomerID => [ $Self->{CustomerUserObject}->CustomerIDs( User => $Self->{UserLogin} ) ], OrderBy => $Self->{OrderBy}, SortBy => $Self->{SortBy}, CustomerUserID => $Self->{UserID}, Permission => 'ro', }, }, Is there any way we can change the criteria to match this customer's expectation? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 6

Firefox to save Agent login info
by Muhammad El-Sergani 10 Sep '12

10 Sep '12

Hi list, This is probaly a lame question, and will be frowned upon in terms of security (if nothing else more). Anyways, we're running two OTRS installations, one @ v3.0.11 and the other @ v3.1.1. Using Firefox, it seems it's not able to store the Agent's login info for the v3.0.11, and does it successfully for the other. Any info or help as to why this is happening? The only difference I can mention aside from the version number, is that the v3.0.11 is called through the web via support.company.com, and in /var/www/html/ there is an index.html file that redirects the browser to the actual OTRS installation directory. The following is the content: <script language="javascript" type="text/javascript">  </script> Is it something wrong with the redirection or what exactly? Appreciate the help. Thanks //M

2 2

Re: [otrs] how customize sheet size in PDF
by David Boyes 07 Sep '12

07 Sep '12

If you are running OTRS on Linux/Unix, look at using the CUPS API to query the supported media types/sizes for the printer you intend to use. I’m not sure if the same API exists for Windows, but it might be a route to investigate. Long-term, that might be the way to code it. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Planeacion, Desarollo Informatico Sent: Wednesday, September 05, 2012 8:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] how cutomize sheet size in PDF Hi Mike, PDF::PageSize only receive: * Letter * A4 * Legal (perhaps). I wanna know how customize PDF sheet report, "the clear way", but i try this change PDF.pm, when mediabox(w,h), is called. This way is very dirty and causes that the pdf generation is acting weird u_u.

2 1

Virus Alert
by stephan.hadan＠omikron.net 07 Sep '12

07 Sep '12

----------------------------------------------------------- Attention: Virus Alert ----------------------------------------------------------- This email server at: omikron.net has detected that the message: From: otrs(a)otrs.org Subject: [Spam] [otrs] Firefox to save Agent login info contains one or more infected attachments. The message was not delivered to the following recipients: stephan.hadan(a)omikron.net ----------------------------------------------------------- Virus Report ----------------------------------------------------------- : virus detected

1 0

Auto Response from API created ticket
by French, Alastair 07 Sep '12

07 Sep '12

We are having issues with responses not being sent to the customer when a ticket is created via the API The ticket is being created OK and then the article appears to create OK. The agents are being notified but nothing is logged in the history about the customer being notified. The responses are being sent if the ticket is opened by email but not via the API. The auto response is set in OTRS to be "auto reply" The (hopefully) relevant bits of the API call are $articleid = $soapclient->__soapCall("Dispatch", array($soapuser, $soappass, "TicketObject", "ArticleCreate", "TicketID , $ticketid, "ArticleType", 'email-external', "SenderType", 'customer', # agent|system|customer "From" , utf8_encode(ucfirst($custFirstName) . ' ' . ucfirst($custLastName) . ' <' . $custEmail . '>'), "To" , 'europe.rma(a)aeroflex.com', "Subject", $ticketSubject, "Body", utf8_encode($cleanBody), "MessageID", $header->message_id, "ContentType", 'text/plain; charset=utf-8', "HistoryType", 'EmailCustomer', "HistoryComment", 'Automatically Generated via RMA Web Request', "UserID", $soapuserid, "NoAgentNotify", 0, "AutoResponseType", 'auto reply', )); OTRS Version 3.0.10 What have we missed? Thanks Alastair French IT Analyst Aeroflex International Ltd A Passion for Performance Tel: +44 (0) 1438 772177 Email: alastair.french(a)aeroflex.com <mailto:alastair.french@aeroflex.com> http://www.aeroflex.com <http://www.aeroflex.com> Subscribe now to receive Aeroflex e-newsletters. As a subscriber, you will receive all the latest Aeroflex news including upcoming products, specials and other related information. Sign up now for our FREE monthly newsletter: www.aeroflex.com/aboutus/enewsletter/signup-form.cfm <http://www.aeroflex.com/aboutus/enewsletter/signup-form.cfm> . Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage Notice: This e-mail is intended solely for use of the individual or entity to which it is addressed and may contain information that is proprietary, privileged, company confidential and/or exempt from disclosure under applicable law. If the reader is not the intended recipient or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If this communication has been transmitted from a U.S. location it may also contain data subject to the International Traffic in Arms Regulations or U.S. Export Administration Regulations and cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, without the prior approval of the U.S. Department of State or appropriate export licensing authority. If you have received this communication in error, please notify the sender by reply e-mail or collect telephone call and delete or destroy all copies of this e-mail message, any physical copies made of this e-mail message and/or any file attachment(s).

3 5

Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 06 Sep '12

06 Sep '12

Not that I can see. I've check agent <-> role and agent <-> group config. One agent has identical settings to my agent account, mine account works OK, his has the problem. I may strip all the group and role config down so everybody has rights to everything and see if that sorts it. Any suggestions on how to get all queues / roles and group rights rolled back to the standard users group? M. >>> On 06/09/2012 at 16:28, Gerald Young <crythias(a)gmail.com> wrote: > Going with Alvaro's response, would non-working agents have preferences > different from working agent? > > On Thu, Sep 6, 2012 at 10:47 AM, Alvaro Cordero <alvaro(a)gridshield.net>wrote: > >> Hello, >> >> I've seen this happening when you are using a default enconding that does >> not support some special caracters, for example in our case latin caracters >> like "ñ", and the accent caracter, to fix that we changed the default >> char-set to 'utf-8' and problem fixed. >> >> You can check for that kind of patterns and give it a try with the charset. >> >> Best Regards. >> >> >> >> On Thu, Sep 6, 2012 at 8:05 AM, Mark Dissington < >> Mark.Dissington(a)netmania-it.com> wrote: >> >>> Hi Gerald, >>> >>> It's not that nothing is displayed as you are typing, the customers list >>> appears and is filtered as for all agents as you are typing in the box, so >>> the customer DB is being queried and showing the same data for all agents. >>> But if a non-working agent selects any customer from the list displayed >>> then the data is not left in the field, the field becomes blank. Selecting >>> the same customer for a working agent the data is left in the field >>> correctly. >>> >>> Mark. >>> >>> >>> On 06/09/2012 at 12:23, Gerald Young <crythias(a)gmail.com> wrote: >>> > They won't populate if the customer is invalid. >>> > >>> > On Thu, Sep 6, 2012 at 3:50 AM, Mark Dissington < >>> > Mark.Dissington(a)netmania-it.com> wrote: >>> > >>> >> Hi Robert, >>> >> >>> >> Yes, I thought that was a possibility as well, but all the users are >>> using >>> >> the Standard theme. >>> >> >>> >> Mark. >>> >> >>> >> >>> On 05/09/2012 at 18:23, Robert Poreba < >>> poreba.robert(a)googlemail.com> >>> >> wrote: >>> >> > Mark >>> >> > >>> >> > Are all users using the same Theme? >>> >> >>> >> >>> >> On 5 Sep 2012, at 12:58, "Mark Dissington" < >>> >> Mark.Dissington(a)netmania-it.com> wrote: >>> >> >>> >> > Something very strange going on here with otrs 3.1.7 (now upgraded to >>> >> 3.1.10) to try to resolve the issue. >>> >> > >>> >> > For both New Phone Tickets and New Email Tickets the customer field >>> >> won't populate with the data from the Javascript customer search for >>> SOME >>> >> users. For example my accoutn works fine - create a new phone ticket, >>> start >>> >> typing in the "from customer" field click on the correct customer, >>> field >>> >> populates with the data and is greyed out, another "from customer" >>> field >>> >> appears for adding the next one if required. >>> >> > >>> >> > For our agents with the problem - they start typing in the "from >>> >> customer" field and the customer data is displayed as normal, but >>> clicking >>> >> on the customer or tabing to the next field then empties the field >>> rather >>> >> than displaying the selected customer. >>> >> > >>> >> > This only affects, _some_ agents, it isn't PC specific as logging in >>> >> with a working account on that PC then works, and using one of the >>> faulty >>> >> accounts on a working PC fails. >>> >> > Have checked all Roles/Groups and everything seems the same between >>> >> working and non-working agents. No changes are made to ACLs anywhere, >>> any >>> >> config changes only made through the Sysconfig GUI. >>> >> > >>> >> > These accounts _were definitely_ working. Has been an issue for ~2 >>> >> months (since upgrade to 3.1.x from 3.0.x probably) >>> >> > >>> >> > TIA, >>> >> > Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

2 1

Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 06 Sep '12

06 Sep '12

I've checked our apache config and we already have utf-8 set as below: AddDefaultCharset UTF-8 Anywhere else it could be configured? Strange that it works for some agents but not others though, so wouldn't have thought it would be a system-wide issue but maybe agent configuration perhaps? M. >>> On 06/09/2012 at 15:47, Alvaro Cordero <alvaro(a)gridshield.net> wrote: > Hello, > > I've seen this happening when you are using a default enconding that does > not support some special caracters, for example in our case latin caracters > like "ñ", and the accent caracter, to fix that we changed the default > char-set to 'utf-8' and problem fixed. > > You can check for that kind of patterns and give it a try with the charset. > > Best Regards. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

1 0

Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 06 Sep '12

06 Sep '12

Hi Gerald, It's not that nothing is displayed as you are typing, the customers list appears and is filtered as for all agents as you are typing in the box, so the customer DB is being queried and showing the same data for all agents. But if a non-working agent selects any customer from the list displayed then the data is not left in the field, the field becomes blank. Selecting the same customer for a working agent the data is left in the field correctly. Mark. >>> On 06/09/2012 at 12:23, Gerald Young <crythias(a)gmail.com> wrote: > They won't populate if the customer is invalid. > > On Thu, Sep 6, 2012 at 3:50 AM, Mark Dissington < > Mark.Dissington(a)netmania-it.com> wrote: > >> Hi Robert, >> >> Yes, I thought that was a possibility as well, but all the users are using >> the Standard theme. >> >> Mark. >> >> >>> On 05/09/2012 at 18:23, Robert Poreba <poreba.robert(a)googlemail.com> >> wrote: >> > Mark >> > >> > Are all users using the same Theme? >> >> >> On 5 Sep 2012, at 12:58, "Mark Dissington" < >> Mark.Dissington(a)netmania-it.com> wrote: >> >> > Something very strange going on here with otrs 3.1.7 (now upgraded to >> 3.1.10) to try to resolve the issue. >> > >> > For both New Phone Tickets and New Email Tickets the customer field >> won't populate with the data from the Javascript customer search for SOME >> users. For example my accoutn works fine - create a new phone ticket, start >> typing in the "from customer" field click on the correct customer, field >> populates with the data and is greyed out, another "from customer" field >> appears for adding the next one if required. >> > >> > For our agents with the problem - they start typing in the "from >> customer" field and the customer data is displayed as normal, but clicking >> on the customer or tabing to the next field then empties the field rather >> than displaying the selected customer. >> > >> > This only affects, _some_ agents, it isn't PC specific as logging in >> with a working account on that PC then works, and using one of the faulty >> accounts on a working PC fails. >> > Have checked all Roles/Groups and everything seems the same between >> working and non-working agents. No changes are made to ACLs anywhere, any >> config changes only made through the Sysconfig GUI. >> > >> > These accounts _were definitely_ working. Has been an issue for ~2 >> months (since upgrade to 3.1.x from 3.0.x probably) >> > >> > TIA, >> > Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

3 2

Re: [otrs] Customer field won't populate in new tickets
by Mark Dissington 06 Sep '12

06 Sep '12

Hi Robert, Yes, I thought that was a possibility as well, but all the users are using the Standard theme. Mark. >>> On 05/09/2012 at 18:23, Robert Poreba <poreba.robert(a)googlemail.com> wrote: > Mark > > Are all users using the same Theme? On 5 Sep 2012, at 12:58, "Mark Dissington" <Mark.Dissington(a)netmania-it.com> wrote: > Something very strange going on here with otrs 3.1.7 (now upgraded to 3.1.10) to try to resolve the issue. > > For both New Phone Tickets and New Email Tickets the customer field won't populate with the data from the Javascript customer search for SOME users. For example my accoutn works fine - create a new phone ticket, start typing in the "from customer" field click on the correct customer, field populates with the data and is greyed out, another "from customer" field appears for adding the next one if required. > > For our agents with the problem - they start typing in the "from customer" field and the customer data is displayed as normal, but clicking on the customer or tabing to the next field then empties the field rather than displaying the selected customer. > > This only affects, _some_ agents, it isn't PC specific as logging in with a working account on that PC then works, and using one of the faulty accounts on a working PC fails. > Have checked all Roles/Groups and everything seems the same between working and non-working agents. No changes are made to ACLs anywhere, any config changes only made through the Sysconfig GUI. > > These accounts _were definitely_ working. Has been an issue for ~2 months (since upgrade to 3.1.x from 3.0.x probably) > > TIA, > Mark. > Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

2 1

how cutomize sheet size in PDF
by Soporte Informatica PGJE 06 Sep '12

06 Sep '12

Hello, Is posible customize the sheet size in PDF format?, for example A5, A0, etc Regards.

4 4

Customer field won't populate in new tickets
by Mark Dissington 05 Sep '12

05 Sep '12

Something very strange going on here with otrs 3.1.7 (now upgraded to 3.1.10) to try to resolve the issue. For both New Phone Tickets and New Email Tickets the customer field won't populate with the data from the Javascript customer search for SOME users. For example my accoutn works fine - create a new phone ticket, start typing in the "from customer" field click on the correct customer, field populates with the data and is greyed out, another "from customer" field appears for adding the next one if required. For our agents with the problem - they start typing in the "from customer" field and the customer data is displayed as normal, but clicking on the customer or tabing to the next field then empties the field rather than displaying the selected customer. This only affects, _some_ agents, it isn't PC specific as logging in with a working account on that PC then works, and using one of the faulty accounts on a working PC fails. Have checked all Roles/Groups and everything seems the same between working and non-working agents. No changes are made to ACLs anywhere, any config changes only made through the Sysconfig GUI. These accounts _were definitely_ working. Has been an issue for ~2 months (since upgrade to 3.1.x from 3.0.x probably) TIA, Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

2 1

ITSM-CIAttributeCollection and KIX4OTRS for OTRS 3.1 free to download
by Anna Brakoniecka 05 Sep '12

05 Sep '12

Hi all, we have published recently the ITSM-CIAttributeCollection for OTRS 3.1. Free download: http://www.cape-it.de/additional-modules.html Additionally, new version of KIX4OTRS 4.2 for OTRS 3.1 is available, too. What is new? The dynamic fields can be set in accordance with each other with unlimited depth and they are displayed as a neatly arranged tree in the Admin-GUI. For the agents, dynamic fields (up to KIX4OTRS 4.1: free fields) will be displayed in a new tab in the ticket view. http://www.cape-it.de/news-en/items/new-release-kix4otrs-42-for-otrs-31-ava… Kind regards, Anna ** Besuchen Sie uns auf dem IT- Anwenderforum in Chemnitz ** ** vom 11.09.2012 - 12.09.2012 ** - - - - - - - - - - - - - - - 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

OTRS3.1 - Follow Ups/Reply Tickets do not appear in Dashboard
by ml ml 05 Sep '12

05 Sep '12

Hello List, i create a new E-Mail Ticket and set the State to Pending (in about 1 or 2 Weeks). My Customer/Client now replies within that time, then i only get a E-Mail Notification. This E-Mail Reply does not appear in my Dashboard. Why? I would have expected it in "Open Tickets / Need to be answered" If i do the same with the State Open, then the reply appears in my Dashboard "Open Tickets / Need to be answered" after a reply. Thanks, Mario

1 1

Mysql | Support sql benchmark wrong?
by Martin Hochreiter 05 Sep '12

05 Sep '12

Hi there! I have migrated our otrs installation to an ubuntu 12.04 lts server (formerly 8.04). The Support overview states "everything is fine" - is made a view commandline benchmark tests of the mysql 5.5 server ... all stated a very good performance, the Otrs itself "feels" very fast BUT the included support tests claim an Insert,update,delete time of 32s (Select 4s) when starting the Normal test. Could it be that the tests are simply wrong? regards Martin

1 0

ticket assignment by TicketID
by kurt kuene 04 Sep '12

04 Sep '12

hello I have upgraded OTRS to version 3.1x. When I write an email to the system with a valid TicketID in the body or the subject OTRS does not assign it anymore to the correct Ticket but makes a new one instead. An installation of OTRS 3.1x from scratch does correctly. It seems that I have a missing configuration option somewhere after the upgrade, but I am not able to find it. can someone give me a hint? thank you very much. cheers kuene

2 1

Re: [otrs] Cannot Log in through Agent Login Page after Upgrading to 3.1.7
by Carlos Rodriguez 04 Sep '12

04 Sep '12

Hi Patrick, Also try to execute otrs.RebuildConfig.pl from OTRS bin directory.Shawn Beasley <shawn.beasley(a)otrs.com> wrote: On Aug 28, 2012, at 10:07 , Patrick Banholzer <patrick.banholzer(a)stz-softwaretechnik.de> wrote: > Hi, > .... > I get a JavaScript Error when accessing the agent login page and when clicking the login button nothing happens. ... Did you restore the entire var/ directory AFTER the upgrade, then you have taken old scripts with you. Please only take your own files, not ones delivered by the core. --------------------------------------------------------------------- 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 4

iPhone app
by Christophe SUIRE 03 Sep '12

03 Sep '12

Hello otrs list, Is it possible to upload a file (photo) to a ticket in the iPhone app ? because we can attach a file in OTRS but not in the iPhone app. Thanks a lot. Chris.

5 6

How to Disable TicketType
by ml ml 03 Sep '12

03 Sep '12

Hello List, how can i disable the Ticket Type feature in OTRS 3.1.10? Thanks, Mario

2 1

HowTo on external data get options list
by Gerald Young 01 Sep '12

01 Sep '12

http://forums.otterhub.org/viewtopic.php?f=60&t=17033 Implementation to retrieve external data and populate options for a Drop Down (Select) list 1) create a .pl file (provided) though you will need to specify what, exactly, you seek, and where it is. 2) jquery script where you want the options list to post (provided), though you may need to include jquery on the appropriate page. This implementation: - doesn't obey ACL out of the box, though you certainly can add the appropriate API - doesn't, in itself, handle dependent fields, though that's not a fault of the code, it's just that I can't know what you want to depend on what. - is demonstrated client-side to achieve the list dynamically, but if you want to use it server side, I don't see why you couldn't call the same file internally. - relies on OTRS API to do the heavy lifting of database connection, etc. - has a commented json skeleton in case you are using something like a fuzzy search. - would appreciate feedback. :) Thanks! Hope it helps someone!

1 0

Migrate from MySQL to PostgreSQL
by Dilson Tomé 31 Aug '12

31 Aug '12

Hi. I'd like to migrate my data from MySQL to PostgreSQL. Someone already done this? --! *Dilson Tomé Rainov* *Skype: dilsontome*

1 0

Get emails double
by Jean BROW 31 Aug '12

31 Aug '12

We have 2 POP 3 addresses in our OTRS system. If a customer send email to both addresses they customer will get 2 auto-replay back, but both from the same queue. How can I configure so the customer get one auto-replay from each queue ? (Both queue have well working auto-replay if customer send e-mail to just one address. Problem is when customer send the email to both addresses at same time in the "to" felt.) Thanks in advance.

6 15

Looks like OTRS Forum is down
by Gerald Young 30 Aug '12

30 Aug '12

I hope it's being upgraded... :)

2 1

Require service/sla
by Gadow, Shawn 30 Aug '12

30 Aug '12

I would like to require my customers when submitting a ticket to choose a Service and SLA Queue/Subject/Text and my custom fields are required however Service and SLA are not and I cannot seem to locate anywhere how to do this. I attempted to add Class => "Validate_Required ", To the CustomerTicketMessage.pm locations for the Service and SLA and flushed the cache but it isn't working Also one more question is it possible to default the text box to its minimum scalable size on the customer ticket submit page? Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

4 5

Please take care, some typos in Security Advisory 2012-02
by Mike Eduard 30 Aug '12

30 Aug '12

Hi, (I don't know where to post, from OTRS and the mailing list addresses nobody is answering my emails, so I post it here) today I got the following OTRS Security Advisory (with mistakes, it looks like cut&past mistakes from the last one) http://lists.otrs.org/pipermail/announce/2012/000241.html [...] Date: Aug 30, 2012 Title: XSS vulnerability in Internet Explorer Common Vulnerabilities and Exposures: CVE-2012-2582 [...] Unfortunately there are several important mistakes in there: a) It's not on Internet Explorer, it's on Firefox and Opera b) CVE-2012-2582 was the number of the advisory before (2012-01), the new one is CVE-2012-4600 There is also an alternative advisory out there (from the issue reporter), http://znuny.com/en/#!/advisory/ZSA-2012-02 Mike

1 0

Re: [otrs] LDAP: Agent-Login works, but Customer-Login does not. Problem with AuthModule::LDAP::AlwaysFilter
by Stefan Michael Guenther 29 Aug '12

29 Aug '12

Hi, > $Self->{'Customer::AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; > There is no CustomerAuthSync Module > hm, now OTRS accepts the login name and the passwords, but since there isn't a corresponding account in OTRS, the customer can not login. If there isn't a snyc for customers, how should this work? Stefan

2 1

Statistics in OTRS
by Jean BROW 29 Aug '12

29 Aug '12

Anyone know how I can get an statistic to run automatically and send out the result by email?

2 1

Re: [otrs] otrs Digest, Vol 47, Issue 59
by Rob Lange 29 Aug '12

29 Aug '12

Nope all the info that will be entered will be on a walkin or phone in basis. But if the app cant do it I will have to look else where. Thanks for the assist. >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/08/29 03:50 PM Subject: otrs Digest, Vol 47, Issue 59 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: otrs Digest, Vol 47, Issue 56 (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Wed, 29 Aug 2012 09:48:05 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 47, Issue 56 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUKUi8ktBseErUVbbxJStCy8WjbueN+YoMuKchNVeZFV3w(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" I agree. It sounds like you already have this information anyway. Why not link to it? On Wed, Aug 29, 2012 at 9:16 AM, Steven Carr <sjcarr(a)gmail.com> wrote: > It's not a case of just altering files, the level of information you > require capturing is going to take a lot of configuration and customisation > of OTRS. DynamicFields will go so far to assist you with being able to > capture that but I would seriously look at whether OTRS is the right > solution for you. > > Do you actually need all of the information to be stored in separate > fields? Could you not create some other form which then submits that > information into OTRS (using the API, or crafting and submitting an email), > where say each bit of information went into the ticket body in a name=value > format? > > No one can give you a definitive list of files that you would need to > edit, that is custom development work. > > Hope this helps > > Steve > > > > On 29 August 2012 13:28, Rob Lange <robl(a)sassa.gov.za> wrote: > >> This is what I want the ticket to look like. I am running on a windows >> 2003 system running OTRS 3.1 >> I need to know which files to alter so I can make it look like this. >> >> >> >> Phone Ticket / WalkIn Screen.****** >> >> ** ** >> >> Call Number: System Assigned**** >> >> Assigned to **** >> >> Official (system automatic)**** >> >> Region**** >> >> District**** >> >> Local Office**** >> >> ------------------------------------------------------------**** >> >> ** ** >> >> Caller:**** >> >> Name **** >> >> Surname**** >> >> Tel : Home**** >> >> Work**** >> >> Cellphone**** >> >> Relationship ? Personal**** >> >> Relationship? 3rd party**** >> >> Personal **** >> >> Caller ID**** >> >> ------------------------------------------------------------**** >> >> Beneficiary:**** >> >> Name (textbox)**** >> >> Surname (textbox)**** >> >> ID Number**** >> >> Contact Number**** >> >> Beneficiaries? ID**** >> >> Ward ? linked to ICROP**** >> >> Official / User / Capturer**** >> >> Grant Type( Dropdown box)**** >> >> Address : Number**** >> >> Street**** >> >> Suburb**** >> >> Town/District **** >> >> Province**** >> >> Code**** >> >> Postal Address: PO Box #**** >> >> *** *** >> >> *** *** >> >> Enquiry Type ? Internal Reconsideration Mechanism (dropdown box) >> >> Enquiry **** >> >> Complaint Info**** >> >> Home visit book-in**** >> >> ICROP**** >> >> SRD**** >> >> Call Summary**** >> >> Problem Description **** >> >> Resolution**** >> >> Resolution date (is it the same as date call resolved?)**** >> >> >> *From: * <otrs-request(a)otrs.org> *To:* <otrs(a)otrs.org> *Date: * 2012/08/29 >> 01:59 PM *Subject: * otrs Digest, Vol 47, Issue 56Send 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: Restricting the self-registration feature (Michiel Beijen) >> 2. Re: Template Issues (Alexander Halle) >> 3. Re: Restricting the self-registration feature >> (brianmortonb2b-atwork(a)yahoo.dk) >> 4. Re: LDAP: Agent-Login works, but Customer-Login does not. >> Problem with AuthModule::LDAP::AlwaysFilter (Stefan Michael >> Guenther) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Wed, 29 Aug 2012 08:37:29 +0200 >> From: Michiel Beijen <michiel.beijen(a)otrs.com> >> Subject: Re: [otrs] Restricting the self-registration feature >> To: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk>, >> "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: >> <CABD0r11gxYkdLPWX-3weKUZCG0Gp4R7_xURVpoosT0vX3OpsMg(a)mail.gmail.com> >> Content-Type: text/plain; charset=UTF-8 >> >> Hi Brian, >> >> On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork(a)yahoo.dk >> <brianmortonb2b-atwork(a)yahoo.dk> wrote: >> >> > What I would like is that only users (customers) who register with >> e-mail >> > domains that are known to the OTRS system are allowed to self-register >> on >> > the portal. >> >> As stated, this functionality is not built-in to OTRS; it would be >> possible and not very difficult to add it. I could see how you can >> store a domain (or multiple domains, i.e. in your example, also >> ikea.dk or ikea-office.com or...) on the customer company record, then >> check at registration time against the known valid domains, and then >> reject or accept the registration for new customers based on the >> domain. >> >> However, it is not an OTRS feature, so it would require some >> development to add it in. >> -- >> MIke >> >> >> ------------------------------ >> >> Message: 2 >> Date: Wed, 29 Aug 2012 09:29:54 +0200 >> From: Alexander Halle <ahalle-lists(a)otterhub.org> >> Subject: Re: [otrs] Template Issues >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: <503DC4F2.5040607(a)otterhub.org> >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >> >> Rob Lange wrote: >> > Hi, I am still trying to get this template thing right. I have learnt a >> > lot about OTRS but am still a noob, so I request someone to please give >> > me a hand on which files to alter to make my own template. I need to >> add >> > some fields and make it look like the company wants. Also renaming some >> > of the fields. >> [...] >> >> Hi Rob, >> >> your question is a bit unspecific to answer. I suggest to tell us >> something about your OTRS version and operating system, what fields you >> want to add and how far you get. >> >> For new fields try dynamic fields: >> http://doc.otrs.org/3.1/en/html/dynamicfields.html >> >> To rename fields you could use the translation mechanism to replace the >> wording: >> http://doc.otrs.org/developer/3.1/en/html/contributing.html#translate >> >> If you need to modify the UI look try skins: >> http://doc.otrs.org/developer/3.1/en/html/hacking.html#skins >> >> Regards >> >> Alexander >> >> Public Relations >> OTRS Community Board / OtterHub (http://www.otterhub.org/) >> >> >> ------------------------------ >> >> Message: 3 >> Date: Wed, 29 Aug 2012 09:27:17 +0100 (BST) >> From: "brianmortonb2b-atwork(a)yahoo.dk" >> <brianmortonb2b-atwork(a)yahoo.dk> >> Subject: Re: [otrs] Restricting the self-registration feature >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: >> <1346228837.33995.YahooMailNeo(a)web133006.mail.ir2.yahoo.com> >> Content-Type: text/plain; charset="utf-8" >> >> >> >> Thank you for that. >> >> I'm quite new to OTRS but thrilled about the quality of documentation, >> responsiveness of the community, etc. I've only just 'discovered' the OTRS >> IdeasScale site and I will log the idea there. The fact that OTRS Ideas >> site exist (and seems to get good attention) is just another credit to the >> community and the company behind OTRS. >> >> Ok, the idea proposed in this thread is now in >> https://otrsteam.ideascale.com/. >> >> Thx >> >> Brian >> >> >> >> >> ________________________________ >> From: Michiel Beijen <michiel.beijen(a)otrs.com> >> To: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk>; >> User questions and discussions about OTRS. <otrs(a)otrs.org> >> Sent: Wednesday, August 29, 2012 8:37 AM >> Subject: Re: [otrs] Restricting the self-registration feature >> >> Hi Brian, >> >> On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork(a)yahoo.dk >> <brianmortonb2b-atwork(a)yahoo.dk> wrote: >> >> > What I would like is that only users (customers) who register with >> e-mail >> > domains that are known to the OTRS system are allowed to self-register >> on >> > the portal. >> >> As stated, this functionality is not built-in to OTRS; it would be >> possible and not very difficult to add it. I could see how you can >> store a domain (or multiple domains, i.e. in your example, also >> ikea.dk or ikea-office.com or...) on the customer company record, then >> check at registration time against the known valid domains, and then >> reject or accept the registration for new customers based on the >> domain. >> >> However, it is not an OTRS feature, so it would require some >> development to add it in. >> -- >> MIke >>

1 0

Re: [otrs] otrs Digest, Vol 47, Issue 56
by Rob Lange 29 Aug '12

29 Aug '12

This is what I want the ticket to look like. I am running on a windows 2003 system running OTRS 3.1 I need to know which files to alter so I can make it look like this. Phone Ticket / WalkIn Screen. Call Number: System Assigned Assigned to Official (system automatic) Region District Local Office ------------------------------------------------------------ Caller: Name Surname Tel : Home Work Cellphone Relationship – Personal Relationship– 3rd party Personal Caller ID ------------------------------------------------------------ Beneficiary: Name (textbox) Surname (textbox) ID Number Contact Number Beneficiaries’ ID Ward – linked to ICROP Official / User / Capturer Grant Type( Dropdown box) Address : Number Street Suburb Town/District Province Code Postal Address: PO Box # Enquiry Type – Internal Reconsideration Mechanism (dropdown box) Enquiry Complaint Info Home visit book-in ICROP SRD Call Summary Problem Description Resolution Resolution date (is it the same as date call resolved?) >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/08/29 01:59 PM Subject: otrs Digest, Vol 47, Issue 56 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: Restricting the self-registration feature (Michiel Beijen) 2. Re: Template Issues (Alexander Halle) 3. Re: Restricting the self-registration feature (brianmortonb2b-atwork(a)yahoo.dk) 4. Re: LDAP: Agent-Login works, but Customer-Login does not. Problem with AuthModule::LDAP::AlwaysFilter (Stefan Michael Guenther) ---------------------------------------------------------------------- Message: 1 Date: Wed, 29 Aug 2012 08:37:29 +0200 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] Restricting the self-registration feature To: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk>, "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r11gxYkdLPWX-3weKUZCG0Gp4R7_xURVpoosT0vX3OpsMg(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi Brian, On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork(a)yahoo.dk <brianmortonb2b-atwork(a)yahoo.dk> wrote: > What I would like is that only users (customers) who register with e-mail > domains that are known to the OTRS system are allowed to self-register on > the portal. As stated, this functionality is not built-in to OTRS; it would be possible and not very difficult to add it. I could see how you can store a domain (or multiple domains, i.e. in your example, also ikea.dk or ikea-office.com or...) on the customer company record, then check at registration time against the known valid domains, and then reject or accept the registration for new customers based on the domain. However, it is not an OTRS feature, so it would require some development to add it in. -- MIke ------------------------------ Message: 2 Date: Wed, 29 Aug 2012 09:29:54 +0200 From: Alexander Halle <ahalle-lists(a)otterhub.org> Subject: Re: [otrs] Template Issues To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <503DC4F2.5040607(a)otterhub.org> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Rob Lange wrote: > Hi, I am still trying to get this template thing right. I have learnt a > lot about OTRS but am still a noob, so I request someone to please give > me a hand on which files to alter to make my own template. I need to add > some fields and make it look like the company wants. Also renaming some > of the fields. [...] Hi Rob, your question is a bit unspecific to answer. I suggest to tell us something about your OTRS version and operating system, what fields you want to add and how far you get. For new fields try dynamic fields: http://doc.otrs.org/3.1/en/html/dynamicfields.html To rename fields you could use the translation mechanism to replace the wording: http://doc.otrs.org/developer/3.1/en/html/contributing.html#translate If you need to modify the UI look try skins: http://doc.otrs.org/developer/3.1/en/html/hacking.html#skins Regards Alexander Public Relations OTRS Community Board / OtterHub (http://www.otterhub.org/) ------------------------------ Message: 3 Date: Wed, 29 Aug 2012 09:27:17 +0100 (BST) From: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk> Subject: Re: [otrs] Restricting the self-registration feature To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1346228837.33995.YahooMailNeo(a)web133006.mail.ir2.yahoo.com> Content-Type: text/plain; charset="utf-8" Thank you for that. I'm quite new to OTRS but thrilled about the quality of documentation, responsiveness of the community, etc. I've only just 'discovered' the OTRS IdeasScale site and I will log the idea there. The fact that OTRS Ideas site exist (and seems to get good attention) is just another credit to the community and the company behind OTRS. Ok, the idea proposed in this thread is now in https://otrsteam.ideascale.com/. Thx Brian ________________________________ From: Michiel Beijen <michiel.beijen(a)otrs.com> To: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk>; User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Wednesday, August 29, 2012 8:37 AM Subject: Re: [otrs] Restricting the self-registration feature Hi Brian, On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork(a)yahoo.dk <brianmortonb2b-atwork(a)yahoo.dk> wrote: > What I would like is that only users (customers) who register with e-mail > domains that are known to the OTRS system are allowed to self-register on > the portal. As stated, this functionality is not built-in to OTRS; it would be possible and not very difficult to add it. I could see how you can store a domain (or multiple domains, i.e. in your example, also ikea.dk or ikea-office.com or...) on the customer company record, then check at registration time against the known valid domains, and then reject or accept the registration for new customers based on the domain. However, it is not an OTRS feature, so it would require some development to add it in. -- MIke

3 2

Template Issues
by Rob Lange 29 Aug '12

29 Aug '12

Hi, I am still trying to get this template thing right. I have learnt a lot about OTRS but am still a noob, so I request someone to please give me a hand on which files to alter to make my own template. I need to add some fields and make it look like the company wants. Also renaming some of the fields. We are a non profit organization so cost is a huge thing to us. Your assistance is appreciated. >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/08/28 10:08 PM Subject: otrs Digest, Vol 47, Issue 54 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: Require service/sla (Shawn Beasley) 2. Re: Restricting the self-registration feature (brianmortonb2b-atwork(a)yahoo.dk) 3. Re: Get emails double (Jean BROW) 4. Re: Get emails double (Steven Carr) ---------------------------------------------------------------------- Message: 1 Date: Tue, 28 Aug 2012 20:37:51 +0200 From: Shawn Beasley <shawn.beasley(a)otrs.com> Subject: Re: [otrs] Require service/sla To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <5DF90D89-70F8-4355-88F8-B4E8E8E4F555(a)otrs.com> Content-Type: text/plain; charset="us-ascii" you are welcome! On Aug 28, 2012, at 20:36 , "Gadow, Shawn" <sgadow(a)ocusd.net> wrote: > Worked like a charm thank you much >

2 1

Cannot Log in through Agent Login Page after Upgrading to 3.1.7
by Patrick Banholzer 28 Aug '12

28 Aug '12

Hi, I was wondering if anyone of you had the same issue yet: I have 2 installations of OTRS running on Debian Squeeze. One is on Version 2.4.7 and the other is 3.0.9 I have VM-Copys of each system for testing and tried to upgrade these systems to version 3.1.7. After upgrading the systems everything seems to work until I want to login to the Agent Login Page. (I use the LDAP authentication machanism for agents.) I get a JavaScript Error when accessing the agent login page and when clicking the login button nothing happens. I found a post of someone on otterhub forums describing the exact same issue with version 3.1.2. ( http://forums.otterhub.org/viewtopic.php?f=63&t=14624 ) Can anybody help me? Thanks Patrick P.S. please tell me if you think this is a Debian issue so I can contact the debian package maintainer.

2 1

LDAP: Agent-Login works, but Customer-Login does not. Problem with AuthModule::LDAP::AlwaysFilter
by Stefan Michael Guenther 28 Aug '12

28 Aug '12

Hello, I'm currently trying to setup the LDAP authentication for both agents and customers. While the agents can login without a problem, the customers can't. We checked the logfiles and found out, that OTRS uses "AuthModule::LDAP::AlwaysFilter" for agents and customers, although we have defined "Customer::AuthModule::LDAP::AlwaysFilter". Here are the relevant lines from the config file, did we make a type or misunderstood something in the configuration? BTW, we are using version 3.1.9 sub Load { my $Self = shift; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.10.5'; $Self->{'AuthModule::LDAP::BaseDN'} = 'o=in-put'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrsuser,o=in-put'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxx'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(memberOf=cn=OTRS,ou=Gruppen,o=IN-PUT)'; $Self->{'AuthModule::LDAP::Params'} = { port => 389,timeout => 120,async => 0, version => 3,}; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '192.168.10.5'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'o=in-put'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrsuser,o=in-put'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'xxxxx'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName',UserLastname => 'sn',UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = ['users',]; $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.10.5'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=user,o=in-put'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrsuser,o=in-put'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxx'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(sn=*)'; $Self->{'Customer::AuthModule::LDAP::Params'} = {port => 389, timeout => 120, async => 0, version => 3,}; $Self->{'Customer::AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'Customer::AuthSyncModule::LDAP::Host'} = '192.168.10.5'; $Self->{'Customer::AuthSyncModule::LDAP::BaseDN'} = 'o=in-put'; $Self->{'Customer::AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrsuser,o=in-put'; $Self->{'Customer::AuthSyncModule::LDAP::SearchUserPw'} = 'xxxxx'; $Self->{'Customer::AuthSyncModule::LDAP::UserSyncMap'} = {UserFirstname => 'givenName', UserLastname => 'sn',UserEmail => 'mail', }; $Self->{'Customer::AuthSyncModule::LDAP::UserSyncInitialGroups'} = ['customers',]; Thanks for any hints or suggestions, Stefan

3 2

Our first OTRS implementation and the problems that follow
by Daniel Miller 27 Aug '12

27 Aug '12

Hello All, We just finished putting together an OTRS implementation for one of our customers and have had some things come up afterwards that I'm not sure how to solve. I'm hoping to pass these along to this list and get some feedback from others experience on how these issues can be mitigated or resolved. Thanks in advance for your help. Issue #1: No way as an agent to view all tickets assigned to me whether the tickets are locked or unlocked. This is by far the biggest problem for our implementation. We do not find much of a use for locked vs unlocked within the system. This only leaves the tiny icon at the very top left hand corner of the UI which shows locked tickets assigned to an agent. Is there a way to turn off locked vs unlocked within OTRS? This is one possible solution I thought of. Ideally there would be a dashboard section labeled 'Tickets assigned to me' which lists all tickets assigned to an agent whether they're in a locked or unlocked state. As a suggestion related to this problem, if any of you have worked with Redmine they have a sweet query interface where you can basically query on anything in the system and then save those queries to be displayed as a UI element on their Dashboard page. Issue #2: No way to automate an email on ticket close. I did find out that an OTRS agent can choose a reply of 'Closed Ticket' and then also choose 'closed successful' in the next ticket state drop down. This isn't very good idea because I have to train the staff to always close tickets this way and of course new people are being hired all the time. We really need a way to automate emails to customers when a ticket is closed. One other idea is that in the close UI you get when you use the close link there is a 'Note Type' drop down with only one value 'note-internal'. If we could add 'note-external' as another option AND make it the default this would probably solve this issue. Issue #3: No email on ticket ownership change I was hoping this would be an auto-response I could create but in the Type drop down I don't see anything like "Ownership change". Is there a way for me to add my own Types for auto-responses as a solution to this issue? Issue #4: Customer UI doesn't show ticket Owner We have a few customers who produce many more tickets than other customers. These customers are very happy with the customer UI, except for they cannot see who currently owns their tickets. Is it possible to somehow add this so customers can see the Agent who owns their ticket? Any help or advice that you can supply would be much appreciated. Thanks for all the hard work and effort that has been put into OTRS, it is quite an extensive system. Thanks Dan

3 2

OTRS with Amazon RDS for MySQL
by Hugh Kelley 27 Aug '12

27 Aug '12

Has anybody run an OTRS instance against an Amazon Relational Database Service instance of MySQL? http://aws.amazon.com/rds/mysql/ Hugh

1 0

Re: [otrs] Google Authenticator for OTRS?
by Rob Mitchell 27 Aug '12

27 Aug '12

Looks like there is a PAM module for it, but I've never implemented anything like this before. Doesn't look like it would be that hard. http://code.google.com/p/google-authenticator/

2 1

Google Authenticator for OTRS?
by Rob Mitchell 27 Aug '12

27 Aug '12

We use Google Authenticator to provide two-factor authentication to email and a number of Android and Google Apps. Google Authenticator is very similar to SecurID in terms of end user experience - the Google Authenticator app runs on your smartphone and Google sends an authentication code out every minute which is used to authenticate to Google Mail and third-party apps. Apps and browsers get to save a cookie which allows them to be remembered for 30 days or until cookies are cleared. Adding two-factor authentication to OTRS seems a good idea - has anyone looked at the published API and code examples for Google Authenticator as a way to provide 2-factor authentication to OTRS sites? Rob M.

2 1

cron jobs syntax
by brianmortonb2b-atwork＠yahoo.dk 25 Aug '12

25 Aug '12

The cron jobs that script bin/Cron.sh tries to insert implicitly depends on the platform having Paul Vixie's cron because it use the slash syntax for repeating ranges. Many Unix/Linux platforms use this cron, but not all. I suggest to make this a little more portable. Example: Instead of writing: */20 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null then bite the bullet and do: 0,20,40 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null Yes, I know it looks ugly but it will make OTRS more portable. Lastly not all cron's support the 'crontab filename username' syntax. However they all support the 'crontab filename' syntax meaning that in order to be truly portable you have to change the script so that it MUST be executed as the OTRS user himself, not as root. A small price to pay for portability. Brian

2 2

get rid /otrs/index.pl
by Adi Ariyanto 22 Aug '12

22 Aug '12

I want get rid /otrs/index.pl, based on http://forums.otterhub.org/viewtopic.php?f=60&t=9329, every step I have follow but I get error root@ticketing:~# /etc/init.d/apache2 restart Syntax error on line 56 of /etc/apache2/sites-enabled/otrs.conf: Invalid command 'PerlResponseHandler', perhaps misspelled or defined by a module not included in the server configuration Action 'configtest' failed. The Apache error log may have more information. failed! My apache error log Fri Jul 27 14:07:46 2012] [notice] caught SIGTERM, shutting down Any idea? ________________________________ 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.

6 9

upgrade version otrs
by Leon Carrasco, Daniel 22 Aug '12

22 Aug '12

Hi everybody, Someone updated the version of OTRS from 3.1.5 to 3.1.8. The true is I am really new in this platform, and I cannot find a mini how-to. Us can help me? Best Regards, Daniel León C. Administrador de Sistemas Las Condes - Santiago de Chile +562 340 7015

2 1

GenericAgent and Fulltext-search
by Бутенин Андрей 22 Aug '12

22 Aug '12

Hello! Sorry for bad English. I have a trouble with GenericAgent and Fulltext-search in article. I need search some text, "2011 year", for example. I entered *2011 year* in Ticket Filter, and see "0 Tickets affected!" as result of search. Of course, I have tickets with "2011 year" in text – search from TICKETS->Search shows my tickets. MySQL logs contains this: SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id INNER JOIN article art ON st.id = art.ticket_id WHERE 1=1 AND (((art.a_body LIKE '%2011' ) AND (art.a_body LIKE 'year%' ) )) LIMIT 60000 How can I use GenericAgent with normal text search? OTRS version 3.1.7+dfsg1-2 from Debian-testing.

2 1

Migrate OTRS from windows to linux.
by Steven Carr 21 Aug '12

21 Aug '12

So in the /opt/otrs/Kernel/Config/Defaults.pm file you must have some filesystem references from the Windows system. You will need to go through the file and update them to the linux paths. For what it's worth, Kernel/Config/Defaults.pm should *never* be edited (it does say so at the top of the file, though yes even I have manually edited things in this as it's easier than trying to figure out how to put part of an array into Kernel/Config.pm - just means you have to watch out on upgrades incase your custom options get wiped out). So I would probably grab a fresh copy of the Kernel/Config/Defaults.pm from the OTRS source bundle, then do a diff and see what you have in yours that is different to the source one. Steve On 21 August 2012 10:50, Israel Garcia <iga3725(a)yahoo.com> wrote: > Hi Steve, > > I have done all steps talked in this thread but when run this two scripts > see he error: > > [root@otrs2 var]# /opt/otrs/bin/otrs.RebuildConfig.pl > ERROR: Can't read C:/ARCHIV~1/OTRS/OTRS/RELEASE: No such file or directory > This file is needed by central system parts of OTRS, the system will not > work without this file. > Died at /opt/otrs/Kernel/Config/Defaults.pm line 2183. > > [root@otrs2 var]# /opt/otrs/bin/otrs.DeleteCache.pl > ERROR: Can't read C:/ARCHIV~1/OTRS/OTRS/RELEASE: No such file or directory > This file is needed by central system parts of OTRS, the system will not > work without this file. > Died at /opt/otrs/Kernel/Config/Defaults.pm line 2183. > > I think it's reading a file from the windows server... any idea on how to > solve this... > > Thanks tons.. >

3 5

Can't send e-mail replies after upgrade to 3.1.2
by Gadow, Shawn 21 Aug '12

21 Aug '12

Every time I try to send an e-mail reply to a ticket I receive the following error.. This was working prior to the upgrade to 3.1.2 Any help would be appreciated Error Message: Impossible to send message to: berickson(a)ocusd.net, . Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Fri Aug 3 08:49:27 2012 Message: Impossible to send message to: alarsen(a)ocusd.net, . Traceback (4452): Module: Kernel::System::Ticket::Article::ArticleSend (v1.309) Line: 2180 Module: Kernel::Modules::AgentTicketCompose::Run (v1.161) Line: 736 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49 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 Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

5 23

Re: [otrs] Migrate OTRS from windows to linux.
by Israel Garcia 21 Aug '12

21 Aug '12

Thanks Steve, it's working now... I'm going to make some tests and if it's OK, and I'll send the list the steps I used for this migration, maybe it's useful for other people in the future..;) ________________________________ De: Steven Carr <sjcarr(a)gmail.com> Para: Israel Garcia <iga3725(a)yahoo.com> Enviado: Martes 21 de agosto de 2012 12:01 Asunto: Re: [otrs] Migrate OTRS from windows to linux. So in the /opt/otrs/Kernel/Config/Defaults.pm file you must have some filesystem references from the Windows system. You will need to go through the file and update them to the linux paths. For what it's worth, Kernel/Config/Defaults.pm should *never* be edited (it does say so at the top of the file, though yes even I have manually edited things in this as it's easier than trying to figure out how to put part of an array into Kernel/Config.pm - just means you have to watch out on upgrades incase your custom options get wiped out). So I would probably grab a fresh copy of the Kernel/Config/Defaults.pm from the OTRS source bundle, then do a diff and see what you have in yours that is different to the source one. Steve On 21 August 2012 10:50, Israel Garcia <iga3725(a)yahoo.com> wrote: > Hi Steve, > > I have done all steps talked in this thread but when run this two scripts > see he error: > > [root@otrs2 var]# /opt/otrs/bin/otrs.RebuildConfig.pl > ERROR: Can't read C:/ARCHIV~1/OTRS/OTRS/RELEASE: No such file or directory > This file is needed by central system parts of OTRS, the system will not > work without this file. > Died at /opt/otrs/Kernel/Config/Defaults.pm line 2183. > > [root@otrs2 var]# /opt/otrs/bin/otrs.DeleteCache.pl > ERROR: Can't read C:/ARCHIV~1/OTRS/OTRS/RELEASE: No such file or directory > This file is needed by central system parts of OTRS, the system will not > work without this file. > Died at /opt/otrs/Kernel/Config/Defaults.pm line 2183. > > I think it's reading a file from the windows server... any idea on how to > solve this... > > Thanks tons.. >

1 0

Migrate OTRS from windows to linux.
by Israel Garcia 21 Aug '12

21 Aug '12

Hello First, I have searched a lot on how to make this but no success. We want to migrate our lovely OTRS 3.0 from a windows server to a new CentOS 6 linux server. I have installed the same version of OTRS (3.0) on the linux side as well as the same version of iTSM. Both servers has the same version of OTRS's software. I have made a dump of the database on the windows side to a sql file. But, not sure if I have to: - Drop database on the linux side and import the sql file from the windows server. - Overwrite this files in the linux server. * Kernel/Config.pm * Kernel/Config/GenericAgent.pm * Kernel/Config/Files/ZZZAuto.pm * var/* - Export Setting on ADMIN/SysConfig TAB on the windows and imported on the ADMIN/SysConfig TAB on the linux side. Is it enough to make the migration? Thanks much! Regards Israel.

3 6

Re: [otrs] Value Unchecked is invalid for Checkbox fields [SOLVED]
by Juan Manuel Clavero Almirón 21 Aug '12

21 Aug '12

Ok, sorry... I asked before trying... values are 0 for 'Unchecked' and 1 for 'Checked' Kind regards, Juan Clavero -----Mensaje original----- De: Juan Manuel Clavero Almirón Enviado el: martes, 21 de agosto de 2012 10:58 Para: otrs(a)otrs.org Asunto: Value Unchecked is invalid for Checkbox fields Hi all, I’ve added a checkbox dynamic field and we want it to be unchecked by default for all tickets. It would be checked manually by the agents. I’ve set Ticket::EventModulePost###TicketDynamicFieldDefault: · Module => Kernel::System::Ticket::Event::TicketDynamicFieldDefault · Transaction => 1 and Ticket::TicketDynamicFieldDefault###Element1: · Event => TicketCreate · Name => Custom_Field_Name · Value => Unchecked But I get the error in the Subject when I create a ticket: 'Value Unchecked is invalid for Checkbox fields' So, my question is: what default value should I use for checkbox fields? Btw, 'Checked' is not valid either. Kind regards, Juan Clavero

1 0

Value Unchecked is invalid for Checkbox fields
by Juan Manuel Clavero Almirón 21 Aug '12

21 Aug '12

Hi all, I’ve added a checkbox dynamic field and we want it to be unchecked by default for all tickets. It would be checked manually by the agents. I’ve set Ticket::EventModulePost###TicketDynamicFieldDefault: · Module => Kernel::System::Ticket::Event::TicketDynamicFieldDefault · Transaction => 1 and Ticket::TicketDynamicFieldDefault###Element1: · Event => TicketCreate · Name => Custom_Field_Name · Value => Unchecked But I get the error in the Subject when I create a ticket: 'Value Unchecked is invalid for Checkbox fields' So, my question is: what default value should I use for checkbox fields? Btw, 'Checked' is not valid either. Kind regards, Juan Clavero

1 0

problem installing OTRSMasterSlave
by Juan Manuel Clavero Almirón 21 Aug '12

21 Aug '12

Hi all, In my test installation, OTRSMasterSlave didn’t rename TicketFreeText12 dynamic field to MasterSlave and didn’t set it as valid. Some things were not working as I expected until I realized this was the origin. Is it a normal behaviour of the installation? I followed the steps in http://forums.otterhub.org/viewtopic.php?f=60&t=15497 and the video linked Kind regards, Juan Clavero

1 1

Dashboard
by markus＠thues.net 19 Aug '12

19 Aug '12

Hi, we've successfully deployed OTRS as Administration and School Management System at a local School ( ~ 1200 Pupils, 100 Teachers). Now a new Teachers Room and Aula is being build and we'd like to place some Big Flatscreens there that should present: Aula (Forum): An Overview of all Open Tasks in The Queue "Changes" In the Teachers Room: 2 Flatscreens. First: All Tasks of Queue "Administration" and 2nd: Queue "Changes" But how do I do so ? (Btw: Every System in that schools is an Apple Mac) Thanks in Advance, Markus

3 2

Setting up two OTRS instances in single windows server
by Naresh Reddy c 18 Aug '12

18 Aug '12

Hello All, I want to setup two separate OTRS instances in a single server (Windows Server). We did not want to share anything (customers,agents,queues ,tickets and others) between these two instances. 1.Is it possible to achieve above requirement ? If yes please let me know the detailed procedure for windows. 2.If no ,can i install two otrs's in a single server ? If yes tell me how to do that. Thank you

3 2

DynamicFieldValueObject using SOAP
by Bernard Chambon 17 Aug '12

17 Aug '12

Hello, HAs anyone try to set a dynamic field, using SOAP protocol, with PERL language ? To me more concrete, I write a PERL code to create and update ticket, That's ok. I want to set a dynamic fiel with something like : $rc = $RPC->Dispatch($SOAP_User, $SOAP_Pass, 'DynamicFieldValueObject', 'ValueSet', FieldID => '123', ObjectType => 'Ticket , ObjectID => $ticketID, UserID => $userID, Value => ?, ); The question is : what to give to Value ? Looking at DynamicFieldValue.pm (Kernel/System/), It seems that it must be an ARRAY of HASH Thanks for helps Regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

2 2

How to add columns to CustomerTicketOverview table properly?
by Rouven Sacha 17 Aug '12

17 Aug '12

Hello all, i'd like to add a couple of columns to the ticket overview table in otrs 3.1.3 and I think I am halfway done. Two problems are left, though, and I would gladly accept any help with these. What I've done so far: I edited the CustomerTicketOverview.tdl template and added three fields ("Priority, "Reporter" and "Created") to the html table as follows: Header rows: <th class="Priority $LQData{"PrioritySort"}"> <a href="$Env{"Baselink"}Action=$Env{"Action"};Subaction=$Env{"Subaction"};SortBy=Priority;OrderBy=$LQData{"OrderBy"} Filter=$LQData{"Filter"}"> $Text{"Priority"} </a> </th> <th class="Reporter $LQData{"ReporterSort"}"> <a href="$Env{"Baselink"}Action=$Env{"Action"};Subaction=$Env{"Subaction"};SortBy=Reporter;OrderBy=$LQData{"OrderBy"};Filter=$LQData{"Filter"}"> $Text{"Reporter"} </a> </th> <th class="Created $LQData{"CreatedSort"}"> <a href="$Env{"Baselink"}Action=$Env{"Action"};Subaction=$Env{"Subaction"};SortBy=Created;OrderBy=$LQData{"OrderBy"};Filter=$LQData{"Filter"}"> $Text{"Created"} </a> </th> and data rows: <td class="Priority" title="$QData{"Priority"}"}">$QData{"Priority"}</td> <td class="CustomerUserID" title="$QData{"CustomerUserID"}">$QData{"CustomerUserID"}</td> <td class="Created" title="$QData{"Created"}">$QData{"Created"}</td> Bingo! These changes make the needed columns appear like expected and they contain valid data. Two problems remain: 1) I can sort the CustomerTicketOverview table by "priority" but not by "reporter" or "created". If I click on the column header of the latter two - to trigger the sorting event - the customer welcome page is being displayed instead of the ticket overview table. The error logs seem to indicate that "sortBy=Reporter" is invalid: [Thu Aug 16 22:12:18 2012] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Log.pm line 161. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Aug 16 22:12:18 2012 Message: Need valid SortBy (Reporter)! Traceback (21908): Module: Kernel::System::TicketSearch::TicketSearch (v1.12) Line: 411 Module: Kernel::Modules::CustomerTicketOverview::Run (v1.4) Line: 193 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 998 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.44) Line: 204 Module: ModPerl::RegistryCooker::run (v1.44) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Where are those declared? 2) The headers of the new columns lack the sortOrder image that identifies the sorting column by a highlighted background and the sorting order by an arrow. From wild grepping of the code (i am not a perl hacker), i concluded that the necessary CSS classes for setting the background image for the column header are being generated on the fly by CustomerTicketOverview.pm. Looking at that code, i tried to add the seemingly necessary variables by following the examples of the preexisting ones. In this case, i added "ownerSort": [...] my $OrderBy = 'Down'; if ( $Self->{OrderBy} eq 'Down' ) { $OrderBy = 'Up'; } my $Sort = ''; my $StateSort = ''; my $TicketSort = ''; my $TitleSort = ''; my $AgeSort = ''; my $OwnerSort = ''; # this sets the opposit to the $OrderBy if ( $OrderBy eq 'Down' ) { $Sort = 'SortAscending'; } if ( $OrderBy eq 'Up' ) { $Sort = 'SortDescending'; } # perl is missing 'switch' :-| have to learn to work effectivly without it if ( $Self->{SortBy} eq 'State' ) { $StateSort = $Sort; } if ( $Self->{SortBy} eq 'Ticket' ) { $TicketSort = $Sort; } if ( $Self->{SortBy} eq 'Title' ) { $TitleSort = $Sort; } if ( $Self->{SortBy} eq 'Age' ) { $AgeSort = $Sort; } if ( $Self->{SortBy} eq 'Owner' ) { $OwnerSort = $Sort; } $Self->{LayoutObject}->Block( Name => 'Filled', Data => { %Param, %PNav, OrderBy => $OrderBy, StateSort => $StateSort, TicketSort => $TicketSort, TitleSort => $TitleSort, AgeSort => $AgeSort, OwnerSort => $OwnerSort, Filter => $Self->{Filter}, }, ); [...] However, this change makes loading the CustomerTicketOverview.pm module fail with: "Global symbol "%PNav" requires explicit package name at /opt/otrs//Kernel/Modules/CustomerTicketOverview.pm line 297. Compilation failed in require at /opt/otrs/Kernel/cpan-lib/Apache2/Reload.pm line 181." Questions are: 1. What is wrong with the links in the "reporter" and "created" columns header that they display the welcome page instead of the table and is there a way to fix that? 2. How can i make the correct icons appear in the new columns header fields so that the user has an indication of what es being sorted and how? Any help is being greatly appreciated! Cheers, Rouven -- Blinkenlichten Open Source Solutions Maass Sacha GbR | Weigandufer 45 | 12059 Berlin tel: +493013896247 | fax: +493013896249 | mob: +491744220127 Web: http://www.blinkenlichten.de/ G+: http://gplus.to/blinkenlichten Blinkenlichten Zarafa Hosted Tweets: http://twitter.com/zarafamail/

1 1

Saving FAQ attachments on fileserver
by Sterrenburg, Erwin 16 Aug '12

16 Aug '12

Dear OTRS users, I have some problems saving the OTRS attachments related to FAQs as I want them to be saved. Now that I have set the WebUploadCacheModule to "FS" and increased the WebMaxFileUpload, i can upload the large files that i want. However, whereas the attachments related to tickets are saved as files, attachments related to FAQs are still saved in the database. I see how the file's are first saved in "C:\Program Files (x86)\OTRS\OTRS\var\tmp\upload_cache", but after uploading is completely, i can only find the attachment in the database itself. So, my question is: How can i also save the attachments related to FAQs on the fileserver? My configuration is as follows: Server OS: Windows Server 2008 Version: OTRS 3.0.10 (used standard windows installer) Perl: StrawberryPerl Webserver: Apache Database: MySQL Thanks in advance, Erwin Sterrenburg This email and any attachments are intended solely for the use of the addressee(s); disclosure or copying by others than the intended person(s) is strictly prohibited. If you have received this email in error, please treat this email as confidential, notify the sender and delete all copies of the email immediately.

5 6

Re: [otrs] otrs Digest, Vol 47, Issue 30
by Rob Lange 16 Aug '12

16 Aug '12

Where can I download altered templates. I am really finding it hard to create my own and its quite urgent. Kind Regards, Rob Lange Business Solutions Manager Business Solutions Unit ICT SASSA, Eastern Cape Office : (043) 707 6436 Fax : 0866010239 Cell : 0824575444 E-mail : RobL(a)sassa.gov.za ______________________________________________________________________ This outbound email has been scanned by the IS Mail Control service. For more information please visit http://www.is.co.za ______________________________________________________________________

3 3

State for survey
by Carlos Andrés Gallego Arboleda 15 Aug '12

15 Aug '12

Hi Everyone, before we have configurate the survey to send only on one specific state, update this file /opt/otrs/Kernel/System/Ticket/Event/SurveySendRequest.pm return 1 if $Ticket{State} ne 'CERRADO'; And workś good, but, now we need to use 2 states to send the survey. like this. return 1 if ($Ticket{State} ne 'CERRADO ADMINISTRATIVO' || $Ticket{State} ne 'CERRADO'); But now, the survey are not send to anyone, do you know how to configure this? Thanks for your help.

2 3

Unable to Add new Customer using OTRS customer.pl portal
by Beaver, Brian 15 Aug '12

15 Aug '12

Hi All, We are evaluating OTRS for use as our primary Helpdesk Ticketing system, and have a basic install up and running. When using the Customer portal customer.pl page, we get the error "Customer user can't be added!" when a customer attempts to create a new account. We are using the internal OTRS database as our source. Thanks

2 3

Problems with update from 3.1.6 to 3.1.8
by guckuck 14 Aug '12

14 Aug '12

Hi, I run OTRS on Ubuntu 11.4. During the DB-Update I get the errors above. Despite the mistakes I have finished the update. OTRS seems to be working properly yet. What should I do? Best regards, Kay SCHEMA UPDATE PART 1: ===================== kay@v14860:/opt/otrs$ cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1050 (42S01) at line 28: Table 'gi_webservice_config' already exists ERROR 1050 (42S01) at line 45: Table 'gi_webservice_config_history' already exists ERROR 1050 (42S01) at line 60: Table 'scheduler_task_list' already exists ERROR 1050 (42S01) at line 73: Table 'gi_debugger_entry' already exists ERROR 1050 (42S01) at line 87: Table 'gi_debugger_entry_content' already exists ERROR 1050 (42S01) at line 101: Table 'gi_object_lock_state' already exists ERROR 1062 (23000) at line 115: Duplicate entry 'EscalationSolutionTimeStop' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 121: Duplicate entry 'EscalationResponseTimeStart' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 127: Duplicate entry 'EscalationUpdateTimeStart' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 133: Duplicate entry 'EscalationSolutionTimeStart' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 139: Duplicate entry 'EscalationResponseTimeNotifyBefore' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 145: Duplicate entry 'EscalationUpdateTimeNotifyBefore' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 151: Duplicate entry 'EscalationSolutionTimeNotifyBefore' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 157: Duplicate entry 'EscalationResponseTimeStop' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 163: Duplicate entry 'EscalationUpdateTimeStop' for key 'ticket_history_type_name' ERROR 1050 (42S01) at line 169: Table 'smime_signer_cert_relations' already exists ERROR 1060 (42S21) at line 184: Duplicate column name 'process_change' ERROR 1050 (42S01) at line 190: Table 'dynamic_field_value' already exists ERROR 1050 (42S01) at line 205: Table 'dynamic_field' already exists ERROR 1060 (42S21) at line 224: Duplicate column name 'imap_folder' DATABASE MIGRATION SCRIPT ========================= kay@v14860:/opt/otrs$ sudo scripts/DBUpdate-to-3.1.pl Migration started... Step 1 of 24: Refresh configuration cache... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm line 5. Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAuto.pm line 5. done. Step 2 of 24: Check framework version... done. Step 3 of 24: Creating DynamicField tables (if necessary)... done. DBD::mysql::db do failed: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 95 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 95 Step 4 of 24: Create new dynamic fields for free fields (text, key, date)... Free fields were deleted, migration is already done! done. Step 5 of 24: Migrate ticket free fields to dynamic fields... DBD::mysql::db do failed: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 102 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 102 Free fields were deleted, migration is already done! done. Step 6 of 24: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 109 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/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: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 117 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 117 Free fields were deleted, migration is already done! done. DBD::mysql::db do failed: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 125 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/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. Step 9 of 24: Migrate free fields configuration... done. Step 10 of 24: Update history type from 'TicketFreeTextUpdate' to 'TicketDynamicFieldUpdate'... done. Step 11 of 24: Migrate free fields window configuration... done. Step 12 of 24: Migrate free fields stats configuration... done. Step 13 of 24: Migrate free fields generic agent jobs configuration... done. Step 14 of 24: Migrate free fields post master configuration... done. Step 15 of 24: Migrate free fields standard responses configuration... done. Step 16 of 24: Migrate free fields auto responses configuration... done. Step 17 of 24: Migrate free fields salutations configuration... done. Step 18 of 24: Migrate free fields signatures configuration... done. Step 19 of 24: Migrate free fields search profiles configuration... done. Step 20 of 24: Migrate free fields notifications configuration... done. Step 21 of 24: Migrate free fields notification event configuration... done. Step 22 of 24: Checking for duplicate entries on ticket_flag table... done. Step 23 of 24: Clean up the cache... done. Step 24 of 24: Refresh configuration cache another time... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm line 5. Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAuto.pm line 5. done. Migration completed! SCHEMA UPDATE PART 2: ===================== kay@v14860:/opt/otrs$ cat scripts/DBUpdate-to-3.1-post.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1091 (42000) at line 7: Can't DROP 'freetext1'; check that column/key exists ERROR 1091 (42000) at line 11: Can't DROP 'freetext2'; check that column/key exists ERROR 1091 (42000) at line 15: Can't DROP 'freetext3'; check that column/key exists ERROR 1091 (42000) at line 19: Can't DROP 'freetext4'; check that column/key exists ERROR 1091 (42000) at line 23: Can't DROP 'freetext5'; check that column/key exists ERROR 1091 (42000) at line 27: Can't DROP 'freetext6'; check that column/key exists ERROR 1091 (42000) at line 31: Can't DROP 'freetext7'; check that column/key exists ERROR 1091 (42000) at line 35: Can't DROP 'freetext8'; check that column/key exists ERROR 1091 (42000) at line 39: Can't DROP 'freetext9'; check that column/key exists ERROR 1091 (42000) at line 43: Can't DROP 'freetext10'; check that column/key exists ERROR 1091 (42000) at line 47: Can't DROP 'freetext11'; check that column/key exists ERROR 1091 (42000) at line 51: Can't DROP 'freetext12'; check that column/key exists ERROR 1091 (42000) at line 55: Can't DROP 'freetext13'; check that column/key exists ERROR 1091 (42000) at line 59: Can't DROP 'freetext14'; check that column/key exists ERROR 1091 (42000) at line 63: Can't DROP 'freetext15'; check that column/key exists ERROR 1091 (42000) at line 67: Can't DROP 'freetext16'; check that column/key exists ERROR 1091 (42000) at line 71: Can't DROP 'freekey1'; check that column/key exists ERROR 1091 (42000) at line 75: Can't DROP 'freekey2'; check that column/key exists ERROR 1091 (42000) at line 79: Can't DROP 'freekey3'; check that column/key exists ERROR 1091 (42000) at line 83: Can't DROP 'freekey4'; check that column/key exists ERROR 1091 (42000) at line 87: Can't DROP 'freekey5'; check that column/key exists ERROR 1091 (42000) at line 91: Can't DROP 'freekey6'; check that column/key exists ERROR 1091 (42000) at line 95: Can't DROP 'freekey7'; check that column/key exists ERROR 1091 (42000) at line 99: Can't DROP 'freekey8'; check that column/key exists ERROR 1091 (42000) at line 103: Can't DROP 'freekey9'; check that column/key exists ERROR 1091 (42000) at line 107: Can't DROP 'freekey10'; check that column/key exists ERROR 1091 (42000) at line 111: Can't DROP 'freekey11'; check that column/key exists ERROR 1091 (42000) at line 115: Can't DROP 'freekey12'; check that column/key exists ERROR 1091 (42000) at line 119: Can't DROP 'freekey13'; check that column/key exists ERROR 1091 (42000) at line 123: Can't DROP 'freekey14'; check that column/key exists ERROR 1091 (42000) at line 127: Can't DROP 'freekey15'; check that column/key exists ERROR 1091 (42000) at line 131: Can't DROP 'freekey16'; check that column/key exists ERROR 1091 (42000) at line 135: Can't DROP 'freetime1'; check that column/key exists ERROR 1091 (42000) at line 139: Can't DROP 'freetime2'; check that column/key exists ERROR 1091 (42000) at line 143: Can't DROP 'freetime3'; check that column/key exists ERROR 1091 (42000) at line 147: Can't DROP 'freetime4'; check that column/key exists ERROR 1091 (42000) at line 151: Can't DROP 'freetime5'; check that column/key exists ERROR 1091 (42000) at line 155: Can't DROP 'freetime6'; check that column/key exists ERROR 1091 (42000) at line 159: Can't DROP 'a_freetext1'; check that column/key exists ERROR 1091 (42000) at line 163: Can't DROP 'a_freetext2'; check that column/key exists ERROR 1091 (42000) at line 167: Can't DROP 'a_freetext3'; check that column/key exists ERROR 1091 (42000) at line 171: Can't DROP 'a_freekey1'; check that column/key exists ERROR 1091 (42000) at line 175: Can't DROP 'a_freekey2'; check that column/key exists ERROR 1091 (42000) at line 179: Can't DROP 'a_freekey3'; check that column/key exists ERROR 1061 (42000) at line 180: Duplicate key name 'ticket_flag_per_user'

3 4

OTRS Cannot Connect to IMAP Server
by Andrew Ying 13 Aug '12

13 Aug '12

Hi, I have previously installed OTRS, and have setup some IMAP email account for its use. The following is my settings: Type: IMAPS Username: support(a)******.com Password: ******** Host: imap.google.com IMAP Folder: Support (created with Google's tag function) And the username and password are verified to be correct. However, when I am testing to have it fetch the email, it shows Error Message: IMAPS: Can't connect to imap.google.com. And it supplied the following error message: Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 19:36:09 2012 Message: IMAPS: Can't connect to imap.google.com Traceback (3530): Module: Kernel::System::MailAccount::IMAPS::_Fetch (v1.12) Line: 127 Module: Kernel::System::MailAccount::IMAPS::Fetch (v1.12) Line: 79 Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424 Module: Kernel::Modules::AdminMailAccount::Run (v1.28) Line: 69 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 I have searched over the net, and have attempted to solve it by installed the SSL Perl package, but with no luck. Would anybody please kindly help me to solve the problem? Thanks. Best Regards, ---------- Andrew Ying

2 2

Re: [otrs] Good Idea to update directly to 3.1.8
by S.Krueger＠aswo.com 10 Aug '12

10 Aug '12

Hi ! Great, than I´ll try it. :-) Best regards, Stefanie Krüger

2 1

Good Idea to update directly to 3.1.8
by S.Krueger＠aswo.com 10 Aug '12

10 Aug '12

Hi ! We´re working with otrs version 3.0.11. Is it possible to update directly to version 3.1.8 ? Best regards, Stefanie Krüger

2 1

Re: [otrs] Which version to use? SOLVED
by Jos Chrispijn 10 Aug '12

10 Aug '12

Thanks Bernd, will use that version for installation. Kind regards, Jos Chrispijn tpa-global.com From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bernd Backhaus Sent: vrijdag 10 augustus 2012 12:34 To: otrs(a)otrs.org Subject: Re: [otrs] Which version to use? Am 10.08.2012 11:33, schrieb Jos Chrispijn: Dear group, Can you tell me which OTRS version I have to download for CentOS and/or FreeBSD? Should I also download additional components/plugins or is that done after I found my way in OTRS itself (practically wise)? Jos, we've been using the Fedora / RHEL / CentOS rpm from http://www.otrs.com/de/open-source/get-otrs/software-download/ since versions 3.1.4 and did subsequent rpm updates without problems on a CentOS ec2 instance. - Bernd - flowplayer.org

1 0

Which version to use?
by Jos Chrispijn 10 Aug '12

10 Aug '12

Dear group, Can you tell me which OTRS version I have to download for CentOS and/or FreeBSD? Should I also download additional components/plugins or is that done after I found my way in OTRS itself (practically wise)? Thanks, Jos Chrispijn, OTRS Rookie

2 1

lookup customer email addresses ?
by ipguy 09 Aug '12

09 Aug '12

hi all i'd like to lookup customer email addresses from our vtiger mysql database hosted on a remote server. Is this possible ?

3 4

Turn off auto priority
by Peter Wilkes 09 Aug '12

09 Aug '12

Hi All, I am currently running a OTRS / ITSM 3.1.1 install and we are using services for reporting purposes however this is causing a problem where the priority of set according to the matrix rather than the priority set by the user. Is there any way we can change this so that this feature can be turned off? Thanks Peter Wilkes

1 0

change Impact default value in OTRS::ITSM 3.1*
by Juan Manuel Clavero Almirón 09 Aug '12

09 Aug '12

Hello, I am testing OTRS::ITSM 3.1 before upgrading our OTRS 3.0 environment. In our production system, the default value for Impact is ‘1 very low’, done changing ‘TicketFreeText14::DefaultSelection’ ConfigItem. In OTRS 3.1, I have to go to Dynamic Fields -> TicketFreeText14<https://soticprotrs01v.ssib.es:1443/agente?Action=AdminDynamicFieldDropdown…> and select the default value… but TicketFreeText14<https://soticprotrs01v.ssib.es:1443/agente?Action=AdminDynamicFieldDropdown…>, as created by the update script, has no choice, so I don’t know how to select one… Should I manually input the choices and then select one of them? If so, which keys should I use? Or maybe is there a ConfigItem I should create? Thank you all Kind regards, Juan Clavero

1 0

Lightbox HowTo on OTRS
by Gerald Young 07 Aug '12

07 Aug '12

Slightly out of the ordinary thing, but I had fun with it ... How to add Lightbox2 to OTRS so when you click on an image attachment, it does that popover effect. http://forums.otterhub.org/viewtopic.php?f=60&t=16302

3 6

Possibility to change Service affectation of a ticket after its creation
by DEVRED Nicolas 07 Aug '12

07 Aug '12

Hi, I would like to know if it's possible to add the field "service" into the screen "AgentTicketZoom" or/and into the screen "AgentTicketPhoneOutbound". Regards, N. Devred

1 0

Display full Dynamic field in ticket view
by Robert Butler 07 Aug '12

07 Aug '12

Hello, I have successfully upgraded from 3.0.12 to 3.1.17. The free text fields migrated to dynamic fields and I have successfully configured them to display in ticket views and searches. However, the dynamic fields that are displayed in the ticket view are truncated, showing only the first 25 characters. They have [...] mouse hover areas that display the fully populated field. Can I change this behavior to show the entire value of the dynamic field?

2 2

error when accessing rpc.pl in otrs
by ravi shanker 07 Aug '12

07 Aug '12

Hi, i'm currently using otrs 3.1.7 on WIN2008 -64bit,iis7,active perl 5.14 version.when accessing rpc.pl..i'm getting following error The page cannot be displayed because the server requires a Content-Length header in the request. Ravi Shankar

1 0

TicketSearch performance with Internet Explorer
by Juan Manuel Clavero Almirón 06 Aug '12

06 Aug '12

Hi all, there’s some poor performance in Internet Explorer when you try to select multiple choices of one field in AgentTicketSearch. I’ll try to explain: let’s say you want to filter tickets in a, h, j, k, l, t, v, w and z queues. So you go to AgentTicketSearch; in there, you select ‘queue’, press the ‘plus’ button and you get a multiple-select with all your queues. then you press ‘control’ in your keyboard, because you want to select multiple non-adjacent queues, and start selecting queues by clicking on them with your mouse. When you have several queues selected, it takes several seconds to select another one, and these times get worst with every queue added. We’ve only seen this behaviour with Internet Explorer 6 to 8 (we know 6 is not supported, but we still have some apps that only work with it, so we must keep it); It is working OK with IE9, Chrome, Firefox, Opera and Safari. Has anyone seen this behavior? Kind regards, Juan Clavero

2 2

Support Assessment Notices in OTRS Dashboard
by Kaushal Shriyan 04 Aug '12

04 Aug '12

Hi, I see failure and critical notices in Support Assessment. do i need to run any script to fix it after attending the notices. Is there a way to make it reflect on the Support Assessment Dashboard? I have restarted OTRS and httpd and MySQL services. Any clue? Failed Check "max_allowed_packet" setting. "max_allowed_packet" should be higher than 7 MB (it's 1 MB). Any config file to be edited? Critical Check "query_cache_size" setting. The setting "query_cache_size" should be used. Any config file to be edited? Check if root@localhost account has the default password. Critical Change the password or invalidate the account 'root@localhost'. Failed Check if the configured FQDN is valid. Invalid FQDN 'otrsexample'. Please suggest. Regards, Kaushal

3 3

OTRS 3.1.7 for Windows and SSL Module for Apache 2.2
by Stefano Ricci 03 Aug '12

03 Aug '12

hi to all.. i have to enable SSL Module in my installation of OTRS... i follow the guide found here: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom;ItemID=333 but, when i start apache i have this error: Syntax error on line 62 of C:/Program Files (x86)/OTRS/Apache/conf/extra/httpd-ssl.conf: SSLSessionCache: Invalid argument: size has to be >= 8192 bytes -------------------- this is the file httpd-ssl.conf: # Inter-Process Session Cache: # Configure the SSL Session Cache: First the mechanism # to use and second the expiring timeout (in seconds). #SSLSessionCache "dbm:C:/PROGRA~2/OTRS/Apache/logs/ssl_scache" #line 62 *SSLSessionCache "shmcb:C:/PROGRA~2/OTRS/Apache/logs/ssl_scache(512000)"* * * SSLSessionCacheTimeout 300 -------------------- to generate the certificate i use *openssl.conf* (i found a copy in OTRS\Apche\conf) and this command: openssl req -x509 -nodes -days 365 -newkey rsa:2048 -keyout otrs.key -out otrs.crt - config openssl.cnf -------------------- in the SysConfig -> Framework -> Core::HttpType i set https exist an other procedure to enable the https connection to portal?

2 1

Module to add Announcements
by Stephan Lang 03 Aug '12

03 Aug '12

Hi, does anyone no off an otrs module (pakage) to add announcements to the customer login or customer My Tickets area? Simplest would be a list of definable Text or one big Text Field? "System xyz is down, no need to create Tickets. Will approximately take 30 Minutes." So you don't get 50 Tickets for a known issue? Yours sincerely p.p. Stephan Lang Head of IT Department Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.lang(a)bockonline.de Internet: http://www.bockonline.de ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRA 11 240 pers. haft. Gesch?ftsf?hrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRB 93 10 Gesch?ftsf?hrer: Harald Meyer, Andreas Gro?hauser Diese E-Mail enth?lt m?glicherweise vertrauliche und/oder rechtlich gesch?tzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrt?mlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

2 1

Generic Agent
by Lucas Triguis Schimit 02 Aug '12

02 Aug '12

Hello, I am trying to fix an issue for such a time. I have created some "Generic Agent" to define priorities and respective queue that the tickets will be forwarded. Every 10 minutes, such agents are executed, however, I need a faster service, something about every 2 minutes. - I have changed some configurations in crons "/opt/otrs/var/cron", altering the crons for executing every 2 minutes; - I also have changed the source code to show from 00 to 59; Is there something different to do for executing the agents every 2 minutes? Yours sincerely, Lucas Schimit -- *Atenciosamente* [image: Descrição: beacon02] * * *Lucas Schimit* *Operação Brastorage* PABX: 11 3628-7600 Mobile: 11 6606-7297 E-mail: lschimit(a)brastorage.com.br www.brastorage.com.br *São Paulo - Rio de Janeiro - Porto Alegre*

1 0