Re: [otrs] Replace the rich editor with TinyMCE
Hi Philippe, it's not planned, but yes, you can replace the RTE. The file which you need to change is Kernel/Output/HTML/Standard/RichTextEditor.dtl (you need to have developer skills to do the replacement). As another example of RTE replacement see http://edenhofer.de/p/aloha-editor/ (OTRS 3 with Aloha Editor "beta" - http://www.aloha-editor.org/). -Martin http://edenhofer.de/ On 25.07.2011, at 14:36, Martignier, Philippe wrote: > Hi there, > > I have several issues using OTRS 2.4.8 about copy and paste with html tags. > > It seems that TinyMCE is a better editor than the one used by default in > OTRS. (I tried also the one in OTRS 3.0 but it is the same as before just > with a new look) > > My questions: > > 1) is it possible to change this rich text editor with another one? > > 2) where and what file(s) to modify? I imagine there is a call to a > javascript with the text field in parameter > > Thanks for any help, > > Philippe > > Philippe Martignier > Communications Division > Customer Service Center > Email : philippe.martign...@wipo.int > Phone : 00 41 022 338 72 36 > Building : NC > Office : 3, 316 > > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. - 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
Re: [otrs] Signature per agent
Hi Muhammad,
you easily can do this by just creating new agent preferences in
Kernel/Config.pm
[...]
$Self->{PreferencesGroups}->{Phone} = {
Module => 'Kernel::Output::HTML::PreferencesGeneric',
Column => 'Other Options',
Label => 'Phone',
Desc=> 'Phone',
Block => 'Input',
Data=> '$Env{"UserPhone"}',
PrefKey => 'UserPhone',
Prio=> 6000,
Active => 1,
};
$Self->{PreferencesGroups}->{Mobile} = {
Module => 'Kernel::Output::HTML::PreferencesGeneric',
Column => 'Other Options',
Label => 'Mobile',
Desc=> 'Mobile',
Block => 'Input',
Data=> '$Env{"UserMobile"}',
PrefKey => 'UserMobile',
Prio=> 6001,
Active => 1,
};
[...]
Then you can access it in this case via and
.
Have fun! :)
-Martin
http://edenhofer.de/
On 08.05.2011, at 17:29, Muhammad El-Sergani wrote:
> Thanks Martin,
>
> Well, yeah, that's what I'm doing actually.
>
> But, I needed to add more attributes, and I'm not sure if it'll go correctly,
> or just wrong. Like adding the cell no., IM details etc...
> In our line of work, these are important details.
>
> If you can help, that'd be highly appreciated!
>
> Thanks and Best Regards,
> Muhammad El-Sergani.
>
>
>
> On Sun, May 8, 2011 at 6:20 PM, Martin Edenhofer wrote:
> Hi Muhammad,
>
> just shared signatures. But you can use place holders for agent attributes,
> e. g. and any other attribute.
>
> Greetings,
>
> -Martin
>
> http://edenhofer.de/
>
> On 08.05.2011, at 17:10, Muhammad El-Sergani wrote:
>
> > Dear list,
> >
> > Is there anyway to define a signature per agent, and not just a shared
> > signature?
> >
> > Thanks and Best Regards,
> > Muhammad El-Sergani.
-
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Re: [otrs] Signature per agent
Hi Muhammad, just shared signatures. But you can use place holders for agent attributes, e. g. and any other attribute. Greetings, -Martin http://edenhofer.de/ On 08.05.2011, at 17:10, Muhammad El-Sergani wrote: > Dear list, > > Is there anyway to define a signature per agent, and not just a shared > signature? > > Thanks and Best Regards, > Muhammad El-Sergani. - 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
Re: [otrs] The 2nd OTRS Community Rheinland Meeting will take place on 30th June 2011 in Dormagen
Hi Bo, On 05.05.2011, at 11:50, Feng, Bo wrote: > After the very successful OTRS Community Rheinland meeting on 14th April in > Dormagen we are now planning the second meeting in June. > > Due to the public holidays in June the second meeting is postponed to 30th > June 2011. The date is now fixed. > Save the date, enjoy the time and ... Can you also tell us the exact time and the address where the meeting will take place? Thanks! > See you then:-) > Bo -Martin http://edenhofer.de/ - 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
Re: [otrs] Postmaster Filter
Nils, that's is a good idea! :) You just need to add the used "Articlefreekey... and Articlefreetext..."-Headers via SysConfig also to "PostmasterX-Header" first, then it should work fine. :) Cool! $Nils++ :) -Martin On 22.03.2011, at 13:52, Nils Leideck wrote: > Hi Martin, > > I don’t want to own the master, but isn’t it easier to add a Match Header to > the SysConfig (Ticket -> Core::PostMaster) and use a regex to match for the > value of that new header (.*) and set it in the X-OTRS-ArticleKey1 value with > [***] ? > > *g* ... *duckt sich schon mal* ... > > Cheers, Nils > > On 22.03.2011, at 13:47, Martin Edenhofer wrote: > >> Hi Jan, >> >> now I understand your use case a little bit more. :) >> >> You need a mail header rewrite from "Articlefreekey1" to >> "X-OTRS-ArticleKey", right? There is no out of the box mail header rewrite >> feature in OTRS it self. I see two possible solutions: >> >> a) Create an own postmaster module for the header rewriting (perl coding >> skills required) >> >> b) Use procmail/formail for modifying incoming emails (it's unix stuff, some >> unix knowledge needed) >> >> Greetings, >> >> -Martin >> >> http://edenhofer.de/ >> >> On 22.03.2011, at 13:36, wrote: >> >>> Hi Martin, >>> >>> thanks. I already found that, sorry for not mentioning. But I do need some >>> more: I want to set the value for “X-OTRS-ArticleKey” to that delivered by >>> the mail. >>> e.g. one mail has >>> Articlefreekey1: MY_ID >>> and I want to set X-OTRS-ArticleKey to “MY_ID” >>> >>> another mail has >>> Articlefreekey1: SOME_OTHER >>> and I want to set X-OTRS-ArticleKey to “SOME_OTHER” >>> >>> I don’t see in the documentation how to do that (if possible at all). >>> >>> Greetings >>> Jan Dreyer >>> >>> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of >>> Martin Edenhofer >>> Sent: Tuesday, March 22, 2011 1:31 PM >>> To: User questions and discussions about OTRS. >>> Subject: Re: [otrs] Postmaster Filter >>> >>> Hi Jan, >>> >>> it is. http://doc.otrs.org/3.0/en/html/adminarea-postmasterfilter.html -> >>> Table 5.4. Function of the different X-OTRS-headers >>> >>> >>> X-OTRS-ArticleKey(1|2|3): >>> Additional info key for the article. >>> Saves an additional info key for this article. >>> X-OTRS-ArticleValue(1|2|3): >>> Additional info value for the article. >>> Saves an additional info value for the article. >>> >>> PS: If you want to have it a ticket level, use "X-OTRS-TicketKey" and so on. >>> >>> -Martin >>> >>> http://edenhofer.de/ >>> >>> On 22.03.2011, at 12:59, wrote: >>> >>> >>> Hi, >>> >>> I want to give some freetext input in header information of incoming mails. >>> example: >>> ---8< -- >>> From: custo...@domain.de >>> To: otrsrecipi...@mydomain.de >>> Message-ID: <25012212.91300793495185.JavaMail.some@host> >>> Subject: some infotext [Ticket# 841401199864] >>> MIME-Version: 1.0 >>> Content-Type: multipart/mixed; boundary="=_Part_9_546520.1300793495185" >>> Articlefreekey1: MY_ID >>> Articlefreevalue1: 1401199864 >>> Articlefreekey2: MY_CONTACT_NAME >>> Articlefreevalue2: User%20Name >>> ---8< --- >>> >>> Is it possible to put these variables (Articlefreekey1, …) into the >>> database somehow? >>> >>> Greetings >>> Jan Dreyer - 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
Re: [otrs] Postmaster Filter
Hi Jan, now I understand your use case a little bit more. :) You need a mail header rewrite from "Articlefreekey1" to "X-OTRS-ArticleKey", right? There is no out of the box mail header rewrite feature in OTRS it self. I see two possible solutions: a) Create an own postmaster module for the header rewriting (perl coding skills required) b) Use procmail/formail for modifying incoming emails (it's unix stuff, some unix knowledge needed) Greetings, -Martin http://edenhofer.de/ On 22.03.2011, at 13:36, wrote: > Hi Martin, > > thanks. I already found that, sorry for not mentioning. But I do need some > more: I want to set the value for “X-OTRS-ArticleKey” to that delivered by > the mail. > e.g. one mail has > Articlefreekey1: MY_ID > and I want to set X-OTRS-ArticleKey to “MY_ID” > > another mail has > Articlefreekey1: SOME_OTHER > and I want to set X-OTRS-ArticleKey to “SOME_OTHER” > > I don’t see in the documentation how to do that (if possible at all). > > Greetings > Jan Dreyer > > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Martin Edenhofer > Sent: Tuesday, March 22, 2011 1:31 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Postmaster Filter > > Hi Jan, > > it is. http://doc.otrs.org/3.0/en/html/adminarea-postmasterfilter.html -> > Table 5.4. Function of the different X-OTRS-headers > > > X-OTRS-ArticleKey(1|2|3): > Additional info key for the article. > Saves an additional info key for this article. > X-OTRS-ArticleValue(1|2|3): > Additional info value for the article. > Saves an additional info value for the article. > > PS: If you want to have it a ticket level, use "X-OTRS-TicketKey" and so on. > > -Martin > > http://edenhofer.de/ > > On 22.03.2011, at 12:59, wrote: > > > Hi, > > I want to give some freetext input in header information of incoming mails. > example: > ---8< -- > From: custo...@domain.de > To: otrsrecipi...@mydomain.de > Message-ID: <25012212.91300793495185.JavaMail.some@host> > Subject: some infotext [Ticket# 841401199864] > MIME-Version: 1.0 > Content-Type: multipart/mixed; boundary="=_Part_9_546520.1300793495185" > Articlefreekey1: MY_ID > Articlefreevalue1: 1401199864 > Articlefreekey2: MY_CONTACT_NAME > Articlefreevalue2: User%20Name > ---8< --- > > Is it possible to put these variables (Articlefreekey1, …) into the database > somehow? > > Greetings > Jan Dreyer - 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
Re: [otrs] Postmaster Filter
Hi Jan, it is. http://doc.otrs.org/3.0/en/html/adminarea-postmasterfilter.html -> Table 5.4. Function of the different X-OTRS-headers X-OTRS-ArticleKey(1|2|3): Additional info key for the article.Saves an additional info key for this article. X-OTRS-ArticleValue(1|2|3): Additional info value for the article. Saves an additional info value for the article. PS: If you want to have it a ticket level, use "X-OTRS-TicketKey" and so on. -Martin http://edenhofer.de/ On 22.03.2011, at 12:59, wrote: > Hi, > > I want to give some freetext input in header information of incoming mails. > example: > ---8< -- > From: custo...@domain.de > To: otrsrecipi...@mydomain.de > Message-ID: <25012212.91300793495185.JavaMail.some@host> > Subject: some infotext [Ticket# 841401199864] > MIME-Version: 1.0 > Content-Type: multipart/mixed; boundary="=_Part_9_546520.1300793495185" > Articlefreekey1: MY_ID > Articlefreevalue1: 1401199864 > Articlefreekey2: MY_CONTACT_NAME > Articlefreevalue2: User%20Name > ---8< --- > > Is it possible to put these variables (Articlefreekey1, …) into the database > somehow? > > Greetings > Jan Dreyer > - 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
Re: [otrs] Google-Maps-Customer-Map plugin ?
Sorry, I only implemented it for OTRS 3.x. Any problems/issues why not upgrading to 3.x? Greetings, -Martin http://edenhofer.de/ On 22.03.2011, at 11:48, Szostak Grzegorz wrote: > Me too. > > 2011/3/22 Laurent Minost > Hi Martin, > > Thanks for this update :) > > Only for OTRS 3.x or does the 2.4.x branch module is also available please ? > I did not migrate to 3.x for the moment. > > BR, > > Laurent > > Le 22/03/2011 11:00, Martin Edenhofer a écrit : > > Hi Laurent, > > JFI, this module is now available via http://edenhofer.de/p/google-maps/ or > OPAR. > > Greetings, > > -Martin > > http://edenhofer.de/ > > On 24.08.2010, at 14:37, Laurent Minost wrote: > > Hi OTRS Users, > > By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot > of this plugin and an announce that states it will come "soon" ? > OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) > > Does anyone know if it is planned to be released someday please ? Or maybe it > is available as a development/beta package somewhere ? > > Thanks. > Best regards, > > Laurent > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Google-Maps-Customer-Map plugin ?
Hi Laurent, JFI, this module is now available via http://edenhofer.de/p/google-maps/ or OPAR. Greetings, -Martin http://edenhofer.de/ On 24.08.2010, at 14:37, Laurent Minost wrote: > Hi OTRS Users, > > By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot > of this plugin and an announce that states it will come "soon" ? > OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) > > Does anyone know if it is planned to be released someday please ? Or maybe it > is available as a development/beta package somewhere ? > > Thanks. > Best regards, > > Laurent - 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
Re: [otrs] Can't fetch new mails after deleting all tickets from database
Hi Daniel, it seems, that you also deleted all entries from "ticket_state" table. Make sure that you have all states in there. -Martin http://edenhofer.de/ On 26.01.2011, at 11:52, IT-Mailinglists wrote: > Hi, > > I set up a virtual machine to test some things with OTRS version 3.0.5. > Therefore I made a dump of our database and imported it on the testing > machine. Now I want to delete all tickets, but want to keep every other > setting like queues, agents... I tried both options described in the FAQ [1], > but if I want to fetch a new email (using POP3) to create a new ticket I get > the following error message in otrs.log: > > [Tue Jan 25 13:13:52 2011][Error][Kernel::System::Ticket::TicketCreate][405] > No StateID for 'new'! > [Tue Jan 25 13:13:52 > 2011][Error][Kernel::System::MailAccount::POP3::Fetch][205] POP3: Can't > process mail, see log sub system > (/opt/otrs/var/spool/problem-email-59de7d5a2012c2f1dd796420f80dfbcf, report > it on http://bugs.otrs.org/)! > [Tue Jan 25 13:13:52 2011][Notice][Kernel::System::MailAccount::POP3::Fetch] > POP3: Fetched 1 email(s) from . > > Executing otrs.PostMasterMailbox.pl manually reveals the following messages: > > ERROR: OTRS-PostMasterMailbox.pl-12 Perl: 5.10.0 OS: linux Time: Tue Jan 25 > 13:13:52 2011 > > Message: No StateID for 'new'! > > Traceback (3538): > Module: Kernel::System::Ticket::TicketCreate (v1.486) Line: 405 > Module: Kernel::System::PostMaster::NewTicket::Run (v1.76) Line: 147 > Module: Kernel::System::PostMaster::Run (v1.85) Line: 351 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 201 > Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 > Module: main::Fetch (v1.3) Line: 180 > Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93 > > ERROR: OTRS-PostMasterMailbox.pl-12 Perl: 5.10.0 OS: linux Time: Tue Jan 25 > 13:13:52 2011 > > Message: POP3: Can't process mail, see log sub system > (/opt/otrs/var/spool/problem-email-59de7d5a2012c2f1dd796420f80dfbcf, report > it on http://bugs.otrs.org/)! > > Traceback (3538): > Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 205 > Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 > Module: main::Fetch (v1.3) Line: 180 > Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93 > > So, how can I safely delete all tickets in the database? > > Regards, > Daniel > > [1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=54 - 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
Re: [otrs] Boolean search
Hi, On 21.01.2011, at 10:08, Roy Kaldung wrote: >> Is it possible to do boolean searches (using the API) - (for example: >> from=em...@address.com or freetextfield1=somevalue) or do I have to do > two >> separate searches and intersect the results myself? > > Hi, > Checkout the optional parameter ContentSearch of the API. http://dev.otrs.org/cvs/Kernel/System/Ticket.html#item_ticketsearch One additional note, the ContentSearch param: # content search (AND or OR) (optional) ContentSearch => 'AND', is only for From, To, Cc, Subject and Body. So here you can do an boolean search (I improved the documentation just right now). For the use case above From OR FreeText1 it's not working. > Roy -Martin http://edenhofer.de/- 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
Re: [otrs] 2.4.7-3.0.2 Error running pqsql update and migration scripts
Hi Mik, it looks that you use an old Kernel/Config/Defaults.pm (e. g. from OTRS 2.4.7), use it from OTRS 3.0. Just use Kernel/Config.pm and Kernel/Config/Files/ZZZAuto.pm from your OTRS 2.4 installation for upgrading. Greetings, -Martin On 24.11.2010, at 03:10, Mikola Rose wrote: > I am tryign to upgrade OTRS to 3.0.2 and am running > DBUpdate-to-3.0.postrgres.sql with out issue. When I go to run step 10 in the > document, DBUpdate-to-3.0.pl I get the following error: > Can't locate object method "ConfigChecksum" via package "Kernel::Config" at > /opt/otrs-3.0.2/Kernel/System/SysConfig.pm line 1552. > > Any idea? I read some forums posts already and have confirmed that the > setPermision script correctly set the web user and group to www > I also restored my files as per the UPGRADING doc before I ran the update > scripts. > > Mik http://edenhofer.de/ - 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
Re: [otrs] demo.otrs.org down?
Hi Henry, thanks for the hint. It's working again. It's OTRS 3.0.0 beta7. -Martin On 10.11.2010, at 07:55, Henry C. wrote: > Hi, > > I was hoping to try out demo.otrs.org, but it's been down since at least > yesterday. It's failing with: > > Software error: > > Magic number checking on storable string failed at blib/lib/Storable.pm > (autosplit into blib/lib/auto/Storable/thaw.al) line 415, at > /opt/otrs//Kernel/System/Cache/FileStorable.pm line 128 > For help, please send mail to the webmaster (i...@otrs.org), giving this error > message and the time and date of the error. > > Does anyone know if the demo site is based on v3-beta or v2.x? > > Regards > Henry http://edenhofer.de/ - 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
Re: [otrs] iPhone App - Ticket Search?
Hi Hugh, unfortunately it's a missing feature in iPhone App Version 1.0. It will be available in next mobile app. -Martin On 08.10.2010, at 13:47, Hugh Kelley wrote: > Is there a ticket search option for the app? I can't see how to find tickets > for a given user or subject. > > Hugh > - > 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 http://edenhofer.de/ - 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
Re: [otrs] Search templates in Beta 4
Great! If you have improvements for the flow how it use templates, just feel free to discuss. :) -Martin (http://edenhofer.de/) On 01.10.2010, at 21:15, Hugh Kelley wrote: > Yes, that helps, though the behavior is still not quite what I would have > expected. I've made a reply in the bug thread. > > Hugh > > > On Fri, Oct 1, 2010 at 2:50 PM, Martin Edenhofer wrote: > Hi Hugh, > > maybe this helps: http://bugs.otrs.org/show_bug.cgi?id=6019 > > -Martin > > (http://edenhofer.de/) > > On 01.10.2010, at 19:10, Hugh Kelley wrote: > > > I'm not sure if this a bug or user error, but I can't get a search > > template to save its fields. > > > > My steps: > > > > 1) Click the search button > > 2) Click "Create New" > > 3) Type in a template name > > 4) Add two filter criteria; owner and state, for example > > 5) Hit Create New Template > > 6) Run search, results are returned. > > > > 7) Click the search button again, the template is there but the > > fields/attributes are gone. > > > > Hugh > > - > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Search templates in Beta 4
Hi Hugh, maybe this helps: http://bugs.otrs.org/show_bug.cgi?id=6019 -Martin (http://edenhofer.de/) On 01.10.2010, at 19:10, Hugh Kelley wrote: > I'm not sure if this a bug or user error, but I can't get a search template > to save its fields. > > My steps: > > 1) Click the search button > 2) Click "Create New" > 3) Type in a template name > 4) Add two filter criteria; owner and state, for example > 5) Hit Create New Template > 6) Run search, results are returned. > > 7) Click the search button again, the template is there but the > fields/attributes are gone. > > Hugh > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] viewing e-mail tickets in web-console
Hi Дмитрий, a) seems, that you have done everything right b) please check, if the email address of the customer is matching with the email address of the customer in the customer database Hope this will help. -Martin On 25.08.2010, at 22:17, Дмитрий Бехтерев wrote: > Hello! I am new user and I'm starting learn OTRS as a base software for > supporting users. So I create one group "Clients" and put to it my new > customer user "user". User "user" has "ro" and "rw" rights to this > group. Also I create new queue "AAA" and put it to the group "Clients". > Also I set up PostMaster mail account and assaign it to my queue. Next I > send e-mail from user "user" to OTRS mail. User has registered e-mail in > my OTRS. Admin OTRS see the ticket that have been created on user's > e-mail. But when user log in to customer web-part OTRS (customer.pl) he > doesn't see anything. Is it possible view all e-mail based tickets also > in customer web interface? > Thanks. Blog: http://edenhofer.de/ - 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
Re: [otrs] Problems on Dashboard due to rss feed
Hi Nuno, thanks for the hint. It's working now correctly. Many thanks for your help! PS: Package Manager and Support Assessment is working fine on my site. Any error logs? -Martin On 19.08.2010, at 14:46, Nuno Vieira | rackspot wrote: > Hello, > > Today we noticed some strange behaviour on OTRS dashboard. > > After user authentication, the default OTRS page was blank. > > We digged a lot on logs to try to understand why, but found no info. > > This happened only in few users. > > After having a deeper look, and after the deactivation of Framework -> > Frontend::Agent::Dashboard and DashboardBackend###0410-RSS we finally got the > OTRS properly working. > > The behaviour only happened on users that had this enabled on their > dashboard. > > http://otrs.org/rss/ seems to be broken, returning errors, and disrupting > OTRS. > > http://validator.w3.org/feed/check.cgi?url=http%3A%2F%2Fotrs.org%2Frss%2F > > Also, can't get Package Manager and Support Assessment to work too, returning > a blank page. > > Can others confirm this ? or it is only my bad luck ? > > Cheers, > --- > Nuno Vieira > rackspot | redefining hosting > > [Email] n...@rackspot.com > [Phone] +351 21 114 2300 > [Fax] +351 21 114 2301 > [Web] http://rackspot.com/ > > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Source for Iphone Application
Hi Erling, I want to offer you support for the server site (do you have docu what you want to have?). I see, there are more people interested. Should we start a public project group?Who wants to join? -Martin (OTRS.org founder) On Aug 12, 2010, at 10:21, "Erling Lothe" wrote: Hey again, I have been working on an Android app the last two weeks. Currently it just reads tickets, you have the possibility to assign tickets and add them to your phones calendar. The problem is that most of the time I struggle on the server side to get data in and out of otrs. On the server side I have some PHP returning JSON to the phone. Therefor if I could get some documentation on how the JSON requests to and from the iphone-handler is it would really make my work easier. Since I already use JSON queries it would be easy to rewrite the few lines of code to use the iphone-handler instead. Vennlig hilsen - Best regards - Saludos Cordiales Erling Lothe IT Consultant Adell Group AS Phone: +47 52003565 / +47 91831658 Email: e...@adell.no -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jos Vos Sent: 11. august 2010 17:04 To: User questions and discussions about OTRS. Subject: Re: [otrs] Source for Iphone Application Hi, On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote: The iPhone app is not written in Perl, as that is not supported on the iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle, which is server-side, and is written in Perl just as the rest of the OTRS platform. I'm not involved with the iPhone app, but I do know there is a reason that the iPhone source code is NOT AGPL licensed, and not publicly available. All our source code is AGPL licensed, and available, including the iPhone handle that should be installed server-side, except for the iPhone app. I'll see if I can get more explanation for you. What are the plans for an Android version? Android or (or otherwise will be soon) more popular in the "open community" than the closed iPhone. Thanks, -- --Jos Vos --X/OS Experts in Open Systems BV | Phone: +31 20 6938364 --Amsterdam, The Netherlands| Fax: +31 20 6948204 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - 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
Re: [otrs] upgrade 3.0 notes
Hi Marco, can it be, that you use OTRS 2.4.7 with ITSM? ITSM is not ready for OTRS 3.0 at this moment. -Martin On 02.08.2010, at 10:21, Marco Vannini wrote: > Hi all, > > Some notes during the update process. In test I'm using a gentoo having a > production copy of OTRS 2.4.7 (that is on a fedora 11 though). > > preupgrade script: > > cadreghino otrs # cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root > otrs > Enter password: > ERROR 1061 (42000) at line 12: Duplicate key name 'ticket_until_time' > ERROR 1050 (42S01) at line 50: Table 'virtual_fs' already exists > ERROR 1050 (42S01) at line 63: Table 'virtual_fs_preferences' already exists > ERROR 1050 (42S01) at line 73: Table 'virtual_fs_db' already exists > ERROR 1101 (42000) at line 343: BLOB/TEXT column 'content_type' can't have a > default value > > (can be not considered ?) > > pl command: > > cadreghino otrs # scripts/DBUpdate-to-3.0.pl > Start migration of the system... > > Need Ticket::ViewableStateType in Kernel/Config.pm! > > > after a system restart, accessing with a Chrome 6b, I get : > > Browser Warning > > The browser you are using is too old. OTRS runs with a huge lists of > browsers, please upgrade to one of these. Please see the documentation or ask > your admin for further information. > > > > > Going on testing with another browser. I'll update this if I'll get something > else "strange". > > > Ciao ! > > MV > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled!
Hi, On 26.07.2010, at 10:28, Alexander Halle wrote: >> I think this is a really good idea. I'd love to participate in this >> meeting. What's the (possible) agenda ? > > I've set up a wiki page for coordination : > > http://wiki.otrs.org/index.php?title=OTRS_user_meeting_08/2010 > > Regarding the agenda, has anyone the old agenda as an orientation ? What was > the start time, 11:00 ? Cool! Sounds like web 2.0! :) I also will participate! :) -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Antwort: Re: Antwort: Re: alpha 3 availability
Any java script error? Any error in the apache error log? -Martin On 02.07.2010, at 11:47, Markus Moj wrote: > Hey, > > Thanks for the fast replay. My System is already up and running, thats not > the Problem. I just can´t enter any credetials to login into my system, > that´s the problem I´m fahcing right now. > > Well it exactly pointing to the right directory, here is my otrs.conf > > # agent, admin and customer frontend > ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" > Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" > > # if mod_perl is used > > > # load all otrs modules > Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl > > # Apache::Reload - Reload Perl Modules when Changed on Disk > PerlModule Apache2::Reload > PerlInitHandler Apache2::Reload > PerlModule Apache2::RequestRec > > # set mod_perl2 options > > # ErrorDocument 403 /otrs/customer.pl > ErrorDocument 403 /otrs/index.pl > SetHandler perl-script > PerlResponseHandler ModPerl::Registry > Options +ExecCGI > PerlOptions +ParseHeaders > PerlOptions +SetupEnv > Order allow,deny > Allow from all > > > > > # directory settings > > AllowOverride None > Options +ExecCGI -Includes > Order allow,deny > Allow from all > > > AllowOverride None > Order allow,deny > Allow from all > > > # MaxRequestsPerChild (so no apache child will be to big!) > MaxRequestsPerChild 400 > > Mit freundlichen Grüßen / Kind regards > Markus Moj > IT Infrastructure & Services > > TimoCom Soft- und Hardware GmbH > In der Steele 2 > D-40599 Düsseldorf > Tel: +49 211 88 26 80 14 > Fax: +49 211 88 26 70 14 > eMail: m...@timocom.com > Internet: www.timocom.com > > Geschäftsführer: Jens Thiermann, Gunther Matzaitis > Amtsgericht Düsseldorf, HRB 34489 > > Martin Edenhofer ---02.07.2010 11:39:35---Hi Markus, JFI, I'm > still in the process of setting up a demo system. > > Von: Martin Edenhofer > An: "User questions and discussions about OTRS." > Datum:02.07.2010 11:39 > Betreff: Re: [otrs] Antwort: Re: alpha 3 availability > Gesendet von: otrs-boun...@otrs.org > > > > Hi Markus, > > JFI, I'm still in the process of setting up a demo system. > > In your case, is it working after executing "bin/otrs.RebuildConfig.pl"? Also > take care, that "/otrs-web/" points to the now directory, many new css and js > files are in there. > > PS: Remember, OTRS 3.0 is still alpha. ;) > > -Martin > > On 02.07.2010, at 11:04, Markus Moj wrote: > Hey, > > I´ve set up a demo server with the alpha version but I´m not able to login > into the OTRS 3 Alpha Agent Login. I would say that I made a config error > there for I would like to know if there is a documentation that I could > follow to install / get running my OTRS 3? > > Mit freundlichen Grüßen / Kind regards > Markus Moj > IT Infrastructure & Services > > TimoCom Soft- und Hardware GmbH > In der Steele 2 > D-40599 Düsseldorf > Tel: +49 211 88 26 80 14 > Fax: +49 211 88 26 70 14 > eMail: m...@timocom.com > Internet: www.timocom.com > > Geschäftsführer: Jens Thiermann, Gunther Matzaitis > Amtsgericht Düsseldorf, HRB 34489 > > Martin Edenhofer ---25.06.2010 12:06:13---Hi Marek, OTRS is open > source. And all the source code is public available. > > Von: Martin Edenhofer > An: "User questions and discussions about OTRS." > Datum: 25.06.2010 12:06 > Betreff: Re: [otrs] alpha 3 availability > Gesendet von: otrs-boun...@otrs.org > > > > > Hi Marek, > > OTRS is open source. And all the source code is public available. > > Just take CVS head. This is the current OTRS 3 stage. :) > > -Martin > > On 25.06.2010, at 11:02, marekh...@poczta.onet.pl wrote: > Hi, > I just saw very impressive demo of OTRS 3 available on otrs.org main page. > They mention there about availability > of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried > to get alpha 3? Maybe I missed something > or it is not yet shared? > Thanks in advance for your help > Marek- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Antwort: Re: alpha 3 availability
Hi Markus, JFI, I'm still in the process of setting up a demo system. In your case, is it working after executing "bin/otrs.RebuildConfig.pl"? Also take care, that "/otrs-web/" points to the now directory, many new css and js files are in there. PS: Remember, OTRS 3.0 is still alpha. ;) -Martin On 02.07.2010, at 11:04, Markus Moj wrote: > Hey, > > I´ve set up a demo server with the alpha version but I´m not able to login > into the OTRS 3 Alpha Agent Login. I would say that I made a config error > there for I would like to know if there is a documentation that I could > follow to install / get running my OTRS 3? > > Mit freundlichen Grüßen / Kind regards > Markus Moj > IT Infrastructure & Services > > TimoCom Soft- und Hardware GmbH > In der Steele 2 > D-40599 Düsseldorf > Tel: +49 211 88 26 80 14 > Fax: +49 211 88 26 70 14 > eMail: m...@timocom.com > Internet: www.timocom.com > > Geschäftsführer: Jens Thiermann, Gunther Matzaitis > Amtsgericht Düsseldorf, HRB 34489 > > Martin Edenhofer ---25.06.2010 12:06:13---Hi Marek, OTRS is open > source. And all the source code is public available. > > Von: Martin Edenhofer > An: "User questions and discussions about OTRS." > Datum:25.06.2010 12:06 > Betreff: Re: [otrs] alpha 3 availability > Gesendet von: otrs-boun...@otrs.org > > > > Hi Marek, > > OTRS is open source. And all the source code is public available. > > Just take CVS head. This is the current OTRS 3 stage. :) > > -Martin > > On 25.06.2010, at 11:02, marekh...@poczta.onet.pl wrote: > Hi, > I just saw very impressive demo of OTRS 3 available on otrs.org main page. > They mention there about availability > of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried > to get alpha 3? Maybe I missed something > or it is not yet shared? > Thanks in advance for your help > Marek- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Agent last Login timestamp?
Or in OTRS 3.0, in admin interface you have the info "last login" also shown in the overview table. :) In case you want to access the data via the API, you can use GetUserData() and use the attribute "UserLastLogin", which is an unix time stamp (also available in OTRS 2.4). Greetings, -Martin On 02.07.2010, at 09:50, Marco Vannini wrote: > Yes it should be in the log > > MV > > On Fri, Jul 2, 2010 at 9:33 AM, Amit Sharma wrote: > Hi, > > Is there any way to find agent last login timestamp? > > regards, > amit > OTRS 2.4.7 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] alpha 3 availability
Hi Marek, OTRS is open source. And all the source code is public available. Just take CVS head. This is the current OTRS 3 stage. :) -Martin On 25.06.2010, at 11:02, marekh...@poczta.onet.pl wrote: > Hi, > I just saw very impressive demo of OTRS 3 available on otrs.org main page. > They mention there about availability > of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried > to get alpha 3? Maybe I missed something > or it is not yet shared? > Thanks in advance for your help > Marek - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Can OTRS use a proxy for the dashboard data?
Hi Ralf, yes you can! :) Admin Interface -> SysConfig -> Framework -> Core::WebUserAgent -> WebUserAgent::Proxy :) PS: After you changed SysConfig, use bin/otrs.CacheDelete.pl (because dashboard widgets are cached). -Martin On 24.03.2010, at 06:09, Ralf Hildebrandt wrote: > The dashboard contains: > > Can't connect to: http://otrs.org/product.xml (500 Can't connect to > otrs.org:80 (connect: timeout)) > > So, can OTRS use a proxy? > > -- > Ralf Hildebrandt > Geschäftsbereich IT | Abteilung Netzwerk > Charité - Universitätsmedizin Berlin > Campus Benjamin Franklin > Hindenburgdamm 30 | D-12203 Berlin > Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 > ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] otrs-web setting in conf files
Hi Sharif, Admin Interface -> SysConfig -> Framework -> Core::Web -> Frontend::WebPath -Martin On 23.03.2010, at 15:52, sharif islam wrote: > Hi, > I am testing a newer version of OTRS in the same machine that has the > current installation. Hence I created otrsnew.conf in httpd conf which > has: > > > ScriptAlias /otrsnew/ "/otrsnew/bin/cgi-bin/" > Alias /otrsnew-web/ "/otrsnew/var/httpd/htdocs/" > > However, when I go to /otrsnew/index.pl and login, all my images and > css stylesheets are messed up. Looking at the source reveals that the > page is still pointing to otrs-web instead of otrsnew-web > >href="/otrs-web/images/Standard/product.ico" type="image/ico"/> href="/otrs-web/css/Standard/agent.css" rel="stylesheet" > type="text/css"/> > > Where else do I need to change the name? > > thanks, > --sharif - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Envelope-To Header
Hi Luís,
you are right. I created a bug report for this right now (also Delivered-To and
X-Original-To should get checked).
http://bugs.otrs.org/show_bug.cgi?id=5161
It's implemented for upcoming OTRS 3.0 now.
Many thanks for your help! :)
Greetings,
-Martin
On 22.03.2010, at 15:30, Luís Gomes wrote:
> Hello there, i was having an issue where the To: header was empty on some
> emails and the header that had the needed email was "Envelope-To":
>
> This was causing the ticket to be created on the Raw queue instead of the
> queue associated with that email address (because it didn't find anything on
> the To: header)
>
> I seem to have solved it by changing line 54 of file
> Kernel/System/Postmaster/DestQueue.pm from:
>
> for (qw(Cc To Resent-To)) {
>
> to:
>
> for (qw(Cc To Resent-To Envelope-To)) {
>
>
> From some tests I've done everything seems to be working correctly but I was
> wondering if anybody that is more knowledgeable with OTRS and Perl in general
> finds any problem that this might cause?
>
> Also I wonder why isn't this header already considered by OTRS since from
> what I've been reading the Envelope-To header seems to be more important than
> the To: header.
>
> Thanks.
-
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Re: [otrs] "New message!" alert is gone...
Hi Raphael,
On 16.03.2010, at 12:13, Raphael Thoma wrote:
>> this feature got dropped in OTRS 2.4 because of the new global overviews
>> (you know you can switch between s/m/l ticket overview mode).
> In the meantime I was able to reactivate this feature even in OTRS 2.4 (or at
> least the notify-Module, which is the most important thing). The following
> options in the Config.pm solved the Problem:
>
> $Self->{'Frontend::NotifyModule'}->{'4-Ticket::TicketNotify'} = {
> 'Module' => 'Kernel::Output::HTML::NotificationAgentTicket'
> };
> Because we use OTRS in our daily work we are unable to wait for 2.5 or 3.0 ;-)
Ok, I understand! :)
>> But, I have good news! A much more powerful feature got already implemented
>> for next OTRS major release (OTRS 2.5/3.0).
>>
>> A add some screenshots of this new cool feature to show what I mean.
>>
>> In future you have the opportunity to see "new message" or also other meta
>> infos on ticket level systemwide. In ticket overviews, dashboard, ticket
>> zoom... and so on. You also will have "filters" to only see tickets in
>> overview with new messages/new articles. :)
> That's a really nice addition - especially the thing with the filters.
> However, I'm not quote sure if you mean that the
> NotifyModule::NotificationAgentTicket is also going to be dropped out. If
> this is going to be dropped, an agent has to look into the dashboard for new
> tickets all the time. It's very useful to get informed about new tickets
> wherever you are in OTRS and without clicking on dashboard first.
Currently we think to cover it via this kind of information. For example in
this case the agent has 57 responsible tickets with 41 as new article. 4
watched with out any new article. And 24 locked with 9 new article. Would this
cover your your needs?
<>
Thanks for feedback!
-Martin-
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Re: [otrs] dealing with article_attachment table
Hi Leonardo, Admin -> SysConfig -> Group: Ticket -> Sub Group: Core::Ticket -> Ticket::StorageModule -> FS. After that all new attachments get stored to the local file system. -Martin On 28.01.2010, at 17:55, Leonardo Certuche wrote: > Hi there, > > After less than two months our article_attachment table is occupying 70% of > our total database size. Does anyone know about a way of storing articles > outside the main database? > > In the following thread > http://www.mail-archive.com/otrs@otrs.org/msg21102.html, Dieter proposes to > switch it to filesystem from configuration but I could not find it in > SysConfig. Does anyone know where? > > Any help is much appreciated. > > Thanks in advance, > > Leonardo Certuche - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Re Digest message 4 was: TicketFreeText not showing up on new ticket form
Hi Robyn, you can configure for each Ticket Action screen if and what free text fields you want to see/to use. Just go to "Admin" -> SysConfig -> Group: Ticket -> Sub Group: Frontend::Agent::Ticket::ViewPhoneNew -> TicketFreeText and define what free text fields you want to use. 0 = not used 1 = used 2 = used and required PS: See in Sub Group: Frontend::Agent::Ticket::View* for other screen settings. -Martin On 28.01.2010, at 20:00, Robyn Warrington wrote: > I need to clearify. The Free text field doesn't show up on the New > Ticket form not a new ticket. But I can see the free text fields 1 and 2 > just not 3. I'm wondering, if you look at the steps I've given if I > missed a step to make free text key 3 show up on new ticket form? > Thanks for your assistance! > > Robyn Warrington - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notify Customer of Agent AddNote Functionality
Hi Maurício, yes, that's true. To make the notifications more flexible (events, different attributes, different recipients, ...) this feature got dropped. Maybe we should also add customer attributes available in the notification event admin screen? So you would be able to create also notifications depending on customers language (or on other customer attributes like location, company or email address). Any comments? -Martin On 28.01.2010, at 20:07, Maurício Ramos wrote: > Hello, by a test using version 2.4.6, it seems that notifications configured > through this feature “Notification (Event)” do not take into account the > language preference of the one that is going to receive the notification. I > created 2 notifications like ‘en::Customer::StateUpdate’ and > ‘pt_BR::Customer::StateUpdate’ and the result was that the customer (that had > his language preference configured to pt_BR) received two notifications. Is > this correct? Can be workarounded? Thank you all. > > > > > > Mauricio de Andrade Ramos - Consultant I > Rodovia SC 401, Km 4, Espaço Primavera, Bloco C > 88032-000 - Florianópolis - Santa Catarina - Brasil > Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129 > mauricio.ra...@wedotechnologies.com > www.wedotechnologies.com > > > Notice: The information in this e-mail and in any of its attachments is > confidential and intended solely for the attention and use of the named > addressee(s). > If you are not the intended recipient, any disclosure, copying, distribution > or retaining of this message or any part of it, without the prior written > consent of WeDo Technologies, is prohibited and may be unlawful. If you > received this in error, please contact the sender and delete the material > from any computer. > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notify Customer of Agent AddNote Functionality
Hi Scott, the agent can also use "compose answer" to the customer. For this you need to assign "Responses" to "Queues". "Admin" -> "Responses <-> Queue", select your queue and assign min. one response to this queue. After that you will find at least one possible "Response" in Ticket Zoom view (right site, directly under the customer information). -Martin On 28.01.2010, at 19:02, Scott Carter wrote: > I’ve been putting in a lot of work replacing our homegrown ticketing system > with OTRS and it has looked very good… until I realized one KEY thing missing! > > From what I have read it appears that there is no way to notify the customer > after an agent updates the ticket! It seems this would be a very common > requirement for a ticketing system no? > > How does the customer know when the agent has updated their ticket? What if > the process is not the simple: ticket submission ->agent solve ->customer > notified of closure? What if the agent needs more information or needs to let > the customer know of an update? > > Is the customer required to frequently check the web console to see if there > has been updates? > > I can’t believe that this functionality does not exist. If anyone knows of a > way to do this PLEASE help me out here. I’ve searched the forum and haven’t > come up with any solutions. (using otrs 2.4.5) > > --side note. How do I respond to this same thread. Whenever I respond it > seems to create a new thread. > > Thanks, > Scott Carter - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Empty mails deleted
Hallo Andre, is it possible that two PostMasterMailbox.pl was running at same time? I found out, that some mail server are not locking a mailbox, so two can fetch email the same time and the first one wins, the second one tries to fetch it too, but gets as error "Can't process mail, email no x is empty!". So basically in this case no email get's lost, but still the error message is really confusing. This would be no problem if the mail server would lock the mailbox during the connection of the first one. -Martin On 15.01.2010, at 14:25, mono...@gmx.net wrote: > Hello List. > > Im using OTRS 2.4.6. > > I just got some errors from cron: > > "Message: POP3: Can't process mail, email no 1 is empty!" > > Unfortunately this mails are not saved in /opt/otrs/var/spool. > > Im afraid to loose mails of my customers. > > Does somebody else have this error? > > > > I already created a bug for this issue: > > http://bugs.otrs.org/show_bug.cgi?id=4739 > > > > This is the full error message: > > ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 > > Message: POP3: Can't process mail, email no 1 is empty! > > Traceback (26626): > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 > Module: main::Fetch (v1.10) Line: 181 > Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 > > ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 > > Message: POP3: Can't process mail, email no 2 is empty! > > Traceback (26626): > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 > Module: main::Fetch (v1.10) Line: 181 > Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 > > ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 > > Message: POP3: Can't process mail, email no 3 is empty! > > Traceback (26626): > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 > Module: main::Fetch (v1.10) Line: 181 > Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 > > ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 > > Message: POP3: Can't process mail, email no 4 is empty! > > Traceback (26626): > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 > Module: main::Fetch (v1.10) Line: 181 > Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 > > ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 > > Message: POP3: Can't process mail, email no 5 is empty! > > Traceback (26626): > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 > Module: main::Fetch (v1.10) Line: 181 > Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 > > ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 > > Message: POP3: Can't process mail, email no 6 is empty! > > Traceback (26626): > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 > Module: main::Fetch (v1.10) Line: 181 > Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 > > ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 > > Message: POP3: Can't process mail, email no 7 is empty! > > Traceback (26626): > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 > Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 > Module: main::Fetch (v1.10) Line: 181 > Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 > > ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS:
Re: [otrs] Bug with Ticket::Frontend::AgentTicketCompose###StateDefault:
Hi Philippe, which OTRS version? Greetings, -Martin On 15.01.2010, at 16:25, Martignier, Philippe wrote: > Hi there, > > This parameter should force the next ticket state when composing an answer. > > Ticket::Frontend::AgentTicketCompose###StateDefault: works only for the first > answer. > > If more than answer exist, the next ticket state will always be open. > > … > > > Philippe Martignier > Communications Division > Customer Service Section > Email : philippe.martign...@wipo.int > Phone : 00 41 022 338 72 36 > Building : GB II > Office : 0,3 > - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Upgrade to 2.4.6
Hi Gordon, in patch level (e. g. 2.4.5 to 2.4.6) just upgrade the new RPM, restart your web server and everything is fine. 1) rpm -Uvh otrs-2.4.6.xxx.rpm 2) /etc/init.d/apache restart Done. -Martin On 13.01.2010, at 13:02, Gordon O'Brien wrote: > My first install of otrs was 2.4.5. on Linux from an rpm package. I am > interested in upgrading to v2.4.6 but I am unsure of the procedure. Do I > follow the same procedure as for the 2.3 to 2.4 rpm upgrade in the Admin > documentation? > > Thanks > Gordon - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] AgentTicketCompose incredibly slow
Hi Daniel, On 06.01.2010, at 16:35, Obee, Daniel wrote: > Since a couple of days, reaction on the AgentTicketCompose is incredibly slow. > > It takes between 20 and 40 seconds to load the mail mask after clicking (for > example) “empty answer”. The phenomenon appeared after a major crash of the > file system in which we also lost some of the plain text articles. Maybe > there’s a relation, maybe not… > > Any other requests are entirely okay in response, so we’re pretty much > clueless. I guess it's not OTRS related. :) Do you know if CheckMX is enabled? In this case OTRS checks the DNS records of the mail exchanger for the recipients (to let the agent know if it's possible to send an email to the recipient). It's configured in SysConfig -> Framework -> Core -> CheckMXRecord. If yes, can it be, that the DNS server which is configured on your OTRS machine is not reachable anymore? In this case OTRS needs to wait for an timeout (it depends on the amount of recipients for each per default about 12 sek.). If it's unix/linux you can verify if DNS is configured correctly by: shell> cat /etc/resolv.conf domain xxx.box nameserver 192.168.178.1 shell> ping 192.168.178.1 64 bytes from 192.168.178.1: icmp_seq=0 ttl=64 time=341 ms [...] shell> host -t mx myhammer.de myhammer.de mail is handled by 10 mx02-berlin.abacho.net. shell> -Martin- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] adding modules to apache2-perl-startup.pl ?
One more topic regarding performance... in next upcoming OTRS release (not patch level, real feature release) there is also support for persistent caching (currently for local file system, later also for memcached). This is reducing the amount of SQL statements and give a real boost. ;) -Martin On 06.01.2010, at 15:12, Martin Edenhofer wrote: > Hi Alexander, > > a) How: > You just need to add the modules which are included in the packages like "use > Kernel::Module::AgentFAQ;". > > b) What is the change: > mod_perl will compile all this modules at start time. This means it get used > and shard for all httpd processes. Which means it takes less memory for each > httpd processes. If you do not use it at start time, every httpd need to > compile it, it self. > > So IMO it depends on your requirements. If you really need a "faster" system > take also a look at http://doc.otrs.org/2.4/en/html/ -> Performance Tuning > and/or also the Support-Module is a good point to verify your system > settings. IMO this will give you more speed then adding extended modules to > startup.pl. > > The bad issue is also, if you add your extended modules to startup.pl and you > uninstall the package later you will get an httpd error on next startup time > (because extended module can not get used). > > Just my 2 cents... ;) > > -Martin > > On 06.01.2010, at 14:59, Alexander Halle wrote: > >> Hello, >> >> does someone know the answer to this old, open question ? >> >> Thanks in advance. >> >> Alexander >> >> Original-Nachricht >> Date: Tue, 01 Dec 2009 20:39:47 +0100 >> From: Alexander Halle >> To: User questions and discussions about OTRS. >> >> Michiel Beijen wrote : >> [...] >>> Also, in the apache2-perl-startup.pl, you should/could add any modules >>> for packages that you have installed, such as FAQ or ITSM. >> >> Hi Michiel, >> >> I wasn't aware of this yet, I guess it's for speed. Could you please >> give an example, e.g. for the FAQ module ? >> >> All I could find is an old unanswered posting : >> >> http://lists.otrs.org/pipermail/otrs/2008-August/024183.html >> >> Thanks in advance. >> >> Alexander >> >> -- >> radprax Gesellschaft fuer medizinische Versorgungszentren mbH, >> Bergstr. 7 - 9, 42105 Wuppertal, >> Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 >> Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate >> Tewaag >> Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 >> Web: http://www.radprax.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] adding modules to apache2-perl-startup.pl ?
Hi Alexander, a) How: You just need to add the modules which are included in the packages like "use Kernel::Module::AgentFAQ;". b) What is the change: mod_perl will compile all this modules at start time. This means it get used and shard for all httpd processes. Which means it takes less memory for each httpd processes. If you do not use it at start time, every httpd need to compile it, it self. So IMO it depends on your requirements. If you really need a "faster" system take also a look at http://doc.otrs.org/2.4/en/html/ -> Performance Tuning and/or also the Support-Module is a good point to verify your system settings. IMO this will give you more speed then adding extended modules to startup.pl. The bad issue is also, if you add your extended modules to startup.pl and you uninstall the package later you will get an httpd error on next startup time (because extended module can not get used). Just my 2 cents... ;) -Martin On 06.01.2010, at 14:59, Alexander Halle wrote: > Hello, > > does someone know the answer to this old, open question ? > > Thanks in advance. > > Alexander > > Original-Nachricht > Date: Tue, 01 Dec 2009 20:39:47 +0100 > From: Alexander Halle > To: User questions and discussions about OTRS. > > Michiel Beijen wrote : > [...] >> Also, in the apache2-perl-startup.pl, you should/could add any modules >> for packages that you have installed, such as FAQ or ITSM. > > Hi Michiel, > > I wasn't aware of this yet, I guess it's for speed. Could you please > give an example, e.g. for the FAQ module ? > > All I could find is an old unanswered posting : > > http://lists.otrs.org/pipermail/otrs/2008-August/024183.html > > Thanks in advance. > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate > Tewaag > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 > Web: http://www.radprax.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] how to limit customer queue
Hi Laszlo, Ok. Now I got it. :) The "-" can not get removed. But you could modify the default link in nav bar for new tickets to something like: "customer.pl?Action=CustomerTicketMessage&Subaction=StoreNew&Expand=1&Dest=2||Raw" Dest need to be the "value" content of your "To" selection field (you need to take it from your system). Then you will have "Raw" as default. -Martin On 06.01.2010, at 14:26, Krasznay László wrote: > Hi Martin! > > I did set those, and only left RAW, buti t still lets the „-„ int he queue > list. I want only one queue to be there as default selection. > > Thank! > Laszlo > > > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Martin Edenhofer > Sent: Wednesday, January 06, 2010 2:19 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] how to limit customer queue > > Hi Laszlo, > > I guess you are looking for something like in > > SysConfig -> Group "Ticket" -> SubGroup "Frontend::Customer::Ticket::ViewNew" > -> enable "CustomerPanelOwnSelection" and add/remove the list of queues and > names which you want to show for new ticket creation in the customer > interface. > > Greetings, > > -Martin > > On 06.01.2010, at 14:11, Krasznay László wrote: > > > Hi all! > > I found the way to limit the customer to only one queue. The problem is the > customer still have to chose from queue list. Is it possible to remove the > whole option and put all tickets from web interface to the RAW queue? > > Thanks! > Laszlo - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Questions about PGP and attachments
Hi David, I never have heard that it is possible to crypt only parts of an email. :-) Anyway, I guess it would be better to handle this via bugs.otrs.org and an example of the plain text emails with only encrypted attachments. :) Many thanks for help! -Martin On 06.01.2010, at 14:26, David Eitzinger wrote: > Thanks Martin, > > I should have tried that before posting... Using crypt-mode 'detached' > works as described. > > Do you have a suggestion regarding the second issue - when receiving > plain-text emails with attached, gpg-encrypted files ? Is there a way > otrs could detect and decrypt those attachments ? > > Cheers, > > David > > On 6.1.10 14:04 , Martin Edenhofer wrote: >> Hi David, >> >> what OTRS version do you use? >> >> Normally you can use "inline" or "detached" PGP. >> >> "inline" means, that only message body gets crypted/signed. >> >> "detached" means, the whole email (message body + attachments) get's >> crypted/signed. >> >> Greetings, >> >> -Martin >> >> On 06.01.2010, at 12:27, David Eitzinger wrote: >> >>> Hello ! >>> >>> I just stumpled upon a little problem here: We wanted to use OTRS to >>> send out encrypted Emails to clients - including attachments. To my >>> surprise, the emails are crypted but the attachment is sent as is. Is >>> there an easy way to change this behaviour so the entire message is >>> encrypted ? >>> >>> Also: When receiving encrypted Emails, everything is correctly >>> decrypted. Unfortunately this only works with messages that are entirely >>> encrypted. We sometimes get plain text emails with encrypted >>> attachments. - Those are not decrypted automatically and the attachments >>> have to be downloaded and decrypted offline. If someone has a tip how to >>> change this, that would be great ! >>> >>> Cheers, >>> >>> David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] how to limit customer queue
Hi Laszlo, I guess you are looking for something like in SysConfig -> Group "Ticket" -> SubGroup "Frontend::Customer::Ticket::ViewNew" -> enable "CustomerPanelOwnSelection" and add/remove the list of queues and names which you want to show for new ticket creation in the customer interface. Greetings, -Martin On 06.01.2010, at 14:11, Krasznay László wrote: > Hi all! > > I found the way to limit the customer to only one queue. The problem is the > customer still have to chose from queue list. Is it possible to remove the > whole option and put all tickets from web interface to the RAW queue? > > Thanks! > Laszlo > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Agent Notifications are not sent, plz help
Hi Arpit, did you try to set a "SendmailNotificationEnvelopeFrom"? SysConfig -> Group "Framework" -> Subgroup "Core::Sendmail" -> Just enter an valid envelope from email address for outgoing notifications. -Martin On 06.01.2010, at 14:05, Arpit2 G wrote: > > Hello Everyone, > I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am facing > one issue: when a user creates a ticket, auto reply is working fine but > Agent notifications are not working. In preferences they are set to yes. > Please see the log below and guide me what am i missing here. > > > [Wed Jan 6 11:00:09 2010][Notice][Kernel::System::Ticket::TicketCreate] > New Ticket [201001061084/Hi Demo Ticket] created (TicketID=58,Queue=1st > Level::XXX,Priority=2-Normal,State=new) > [Wed Jan 6 11:00:10 > 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to > ' ' from 'OTRS System '. HistoryType => > SendAutoReply, Subject => [Ticket#201001061084] RE: Hi Demo Ticket; > [Wed Jan 6 11:00:10 > 2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto > response (SendAutoReply) for Ticket [201001061084] (TicketID=58, > ArticleID=112) to ' '. > [Wed Jan 6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149] > Can't send message: 454Start mail input; end with . > 5.7.3 Client does not have permission to Send As this sender. > ! Enable Net::SMTP debug for more info! > [Wed Jan 6 11:00:10 > 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent > agent 'NewTicket' notification to ' '. > [Wed Jan 6 11:00:11 2010][Error][Kernel::System::Email::SMTP::Send][149] > Can't send message: 454Start mail input; end with . > 5.7.3 Client does not have permission to Send As this sender. > ! Enable Net::SMTP debug for more info! > [Wed Jan 6 11:00:11 > 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent > agent 'NewTicket' notification to ' '. > [Wed Jan 6 11:00:12 > 2010][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 > email(s) from otrs1/XXX. > > Regards > Arpit Gupta > > =-=-= > Notice: The information contained in this e-mail > message and/or attachments to it may contain > confidential or privileged information. If you are > not the intended recipient, any dissemination, use, > review, distribution, printing or copying of the > information contained in this e-mail message > and/or attachments to it are strictly prohibited. If > you have received this communication in error, > please notify us by reply e-mail or telephone and > immediately and permanently delete the message > and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] user definable ticket type localisation
Hi Norbert, per default it's not possible to translate ticket types. OTRS is handling it like a queue or a free text field (not translated). We plan to support this kind of localization for future OTRS releases (about 3.2 or later, it's not scheduled right now). -Martin On 05.01.2010, at 17:33, Norbert Bede wrote: > hi, > > Is it possible to translate user definable ticket type to the local language > ? I'm tried translations put into localisation file, but doesnt help. > is there any way to achieve this ? > > norbert - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Questions about PGP and attachments
Hi David, what OTRS version do you use? Normally you can use "inline" or "detached" PGP. "inline" means, that only message body gets crypted/signed. "detached" means, the whole email (message body + attachments) get's crypted/signed. Greetings, -Martin On 06.01.2010, at 12:27, David Eitzinger wrote: > Hello ! > > I just stumpled upon a little problem here: We wanted to use OTRS to > send out encrypted Emails to clients - including attachments. To my > surprise, the emails are crypted but the attachment is sent as is. Is > there an easy way to change this behaviour so the entire message is > encrypted ? > > Also: When receiving encrypted Emails, everything is correctly > decrypted. Unfortunately this only works with messages that are entirely > encrypted. We sometimes get plain text emails with encrypted > attachments. - Those are not decrypted automatically and the attachments > have to be downloaded and decrypted offline. If someone has a tip how to > change this, that would be great ! > > Cheers, > > David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Bug #4433 remains unfixed, despite status = Resolved?
Hi Mike, On 06.01.2010, at 08:01, Mike Morris wrote: > I've just realized that my OTRS system is defaulting to "closed successful" > whenever an Agent replies with a Response Template, including the default > "Empty Answer" one. > > After much troubleshooting I found the problem, and searched Bug DB... found > it has been reported multiple times. > > Bug 4433 reports being the fix, by modifying > "Kernel/Modules/AgentTicketCompose.pm" to new rev 1.81.2.3. > > However, when clicking the provided link to view 1.81.2.3 of > AgentTicketCompose.pm, the faulty code is still present. (An if/else > structure that causes the passed StateID to always be the next state, as > opposed to the state defined in DefaultState parameter.) > > I am not a registered user and am not sure that 1.81.2.3 is actually the > latest version, but I want to make sure the fix is in 2.4.6. The bug > description claims 1.81.2.3 contains the fix - it doesn't look like it does. > (The suggested fix works on my system.) > > Is this a cvs commit error, or do I misunderstand? AgentTicketCompose.pm,v 1.81.2.3 is the latest version and should fix it. And I'm sure that normally it is fixing it. Did you try to restart your webserver (just to be sure that the file got reloaded). And in case is it changed on the same machine where you have tested it? Greetings, -Martin- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Possible Restore of Tickets after Delete by Generic Agent
Hi Christian, it seems that you using OTRS 2.1.6, which is has an generic agent race condition bug. :-/ It got fixed in 2007 (see also http://otrs.org/news/2007/otrs_2_2_4/ and http://bugs.otrs.org/show_bug.cgi?id=2375). -Martin On 03.01.2010, at 21:04, Christian Hecht wrote: > Hi, > > we have the Problem that an Generic Agent has delete all Tickets of us. > > Dec 23 20:25:01 ticketing cron[5339]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl > >> /dev/null) > Dec 23 20:25:57 ticketing sshd[5341]: Invalid user from 10.80.4.5 > Dec 23 20:25:57 ticketing sshd[5341]: Failed none for invalid user from > 10.80.4.5 port 2685 ssh2 > Dec 23 20:25:58 ticketing sshd[5341]: Failed password for invalid user from > 10.80.4.5 port 2685 ssh2 > Dec 23 20:28:42 ticketing sshd[5344]: Invalid user from 10.80.4.5 > Dec 23 20:28:42 ticketing sshd[5344]: Failed none for invalid user from > 10.80.4.5 port 2946 ssh2 > Dec 23 20:30:05 ticketing cron[5350]: (root) CMD (test -x /usr/sbin/run-crons > && /usr/sbin/run-crons ) > Dec 23 20:30:07 ticketing cron[5362]: (otrs) CMD ($HOME/bin/GenericAgent.pl > >> /dev/null) > Dec 23 20:30:07 ticketing cron[5364]: (root) CMD (/sbin/hwclock -s) > Dec 23 20:30:08 ticketing cron[5366]: (otrs) CMD ($HOME/bin/GenericAgent.pl > -c db >> /dev/null) > Dec 23 20:30:08 ticketing cron[5368]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl > >> /dev/null) > Dec 23 20:31:01 ticketing sshd[5370]: Did not receive identification string > from 10.80.4.5 > Dec 23 20:33:19 ticketing sshd[5374]: Invalid user from 10.80.4.5 > Dec 23 20:33:19 ticketing sshd[5374]: Failed none for invalid user from > 10.80.4.5 port 3434 ssh2 > Dec 23 20:33:19 ticketing sshd[5374]: Failed password for invalid user from > 10.80.4.5 port 3434 ssh2 > Dec 23 20:35:01 ticketing cron[5378]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl > >> /dev/null) > Dec 23 20:35:01 ticketing cron[5379]: (otrs) CMD ($HOME/bin/UnlockTickets.pl > --timeout >> /dev/null) > Dec 23 20:35:49 ticketing sshd[5382]: Invalid user from 10.80.4.5 > Dec 23 20:35:49 ticketing sshd[5382]: Failed none for invalid user from > 10.80.4.5 port 3709 ssh2 > Dec 23 20:35:50 ticketing sshd[5382]: Failed password for invalid user from > 10.80.4.5 port 3709 ssh2 > Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5367]: > [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job > 'Delete-Call' from db. > Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5310]: > [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job > 'Delete-Call' from db. > Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job > 'Delete-Call' from db. > Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: > [Error][Kernel::System::GenericAgent::JobAdd][Line:820]: Can't add job > 'Delete-Call', job already exists! > Dec 23 20:36:01 ticketing cron[5388]: (root) CMD (/sbin/hwclock -s) > Dec 23 20:36:04 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket > (200802053051/3068). > Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket > (200802053069/3069). > Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket > (200802053078/3070). > Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket > (200802053087/3071). > > > The Problem is, we have an Error in our Backup and i can only Back to > 07.12.2009 but i need 22.12.2009. > > thanks for Help > > >> >> OTRS: 2.1.6 >> OS: Gentoo 3.4.6-r1 >> Apache: ? >> MySQLVer 14.12. Distrib 5.0.26 >> >> Thanks Allot - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.4.5 : bug : postmaster filter does not work with sub queues
Hi Philippe, to define sub-queues just use "QueueLevel1::QueueLevel2" and it will work! ;) In your case "normal queue::level 2". -Martin On 30.12.2009, at 11:01, Martignier, Philippe wrote: > Hi there, > > Everything is in the subject … should you need to do filter that redirect > tickets to certain queue is only possible with a queue of level 1 (meaning a > “normal queue”). If you try to use a sub-queue (level 2 for example), it does > not work. > > Annoying bug … > > Thanks > > Philippe Martignier > Communications Division > Customer Service Section > Email : philippe.martign...@wipo.int > Phone : 00 41 022 338 72 36 > Building : GB II > Office : 0,3 > > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Can't call method Header ...
Hi Kiffin,
I see there is an error. "LayoutObject" is missing in the list:
[...]
for my $Transfer ( (qw(
ParamObject DBObject ModuleReg
ConfigObject LogObject EncodeObject MainObject
)) {
[...]
Just add it and it should work.
It will be fixed after new auto rebuild of the online doc.
-Martin
On 09.12.2009, at 20:03, Kiffin Gish wrote:
> I'm trying to write my own OTRS module based on chapter 13 of the
> Developer Manual. However, although I feel I've followed the
> instructions exactly, I still get the following error message:
>
> Can't call method "Header" on an undefined value
> at ../..//Kernel/Modules/AgentHelloWorld.pm line 38.
>
> This corresponds with the following line:
>
> sub Run {
>...
> line 38:my $Output = $Self->{LayoutObject}->Header(Title =>
> "HelloWorld");
>
> Any ideas what I might be doing wrong? Could it be that the layout
> object isn't being initialized properly?
>
> --
> Kiffin Gish
> Gouda, The Netherlands
>
>
> -
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Re: [otrs] Diagram of the database of OTRS 2.4.5
http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png -M On 27.10.2009, at 17:00, Rodrigo Correa wrote: Hello, I wonder where I get a design diagram of the database of OTRS 2.4.5. I need to know what are the relationships between tables to create some querys. Tks, Rodrigo - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to change the order (layout) of the dashboard
Hi Sarper, next version of OTRS is coming with drag&drop for the dashboard item. ;) ETA: It depends... we are currently in planing state... however next year.. ;) -Martin On 22.10.2009, at 20:37, Sarper SARIDAL wrote: Hi all, My otrs experience is just going great. Everything is smooth and steady. Now it's time to ask for more :) I wonder whether if it's possible to customize the dashboard , for example to see the open tickets at the top , and upcoming events at the bottow etc.. I especially use the reminder tickets but i don't want to see them at the right pane instead i want to see them in the main pane. It doesn't matter how painful it is to change i want to do it :) I salute all members, otrs programmers and moderators. Thanks & Regards, Sarper - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem with "Next ticket state"
Is it working if you try it again? -Martin On 20.10.2009, at 09:53, Marco Vannini wrote: Hi all, I get co: output error: Bad file descriptor co aborted Trying to download code. It is me that i'm doing something wrong ? tx Cheers. MV On Tue, Oct 20, 2009 at 9:02 AM, wrote: Thx for the fast reply ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Martin Edenhofer ---20.10.2009 08:59:10---Hi Markus, yes, unfortunately. From: Martin Edenhofer To: "User questions and discussions about OTRS." Date: 20.10.2009 08:59 Subject: Re: [otrs] Problem with "Next ticket state" Sent by: otrs-boun...@otrs.org Hi Markus, yes, unfortunately. It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433 Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision: 1.81.2.3 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co And it should work fine. -Martin On 20.10.2009, at 08:33, m...@timocom.com wrote: > Hey, > > Can some one tell my why OTRS "Next ticket state" is per defaul > "closed successful" when it is set to be "open" in > "Ticket::Frontend::AgentTicketCompose###StateDefault"? > > Is it a bug? > > With the Update from 2.4.4 to 2.4.5 today this changed to be "closed > successful" but the Helpdesk agents want it to be "open" instead, > but it does not work if I define it as "open" int the "ViewCompose". > > Can some one help me out with a workaround or something? > > Mit freundlichen Grüßen / Kind regards > Markus Moj > IT Infrastructure & Services > > TimoCom Soft- und Hardware GmbH > In der Steele 2 > D-40599 Düsseldorf > Tel: +49 211 88 26 80 14 > Fax: +49 211 88 26 70 14 > eMail: m...@timocom.com > www.TimoCom.com > Geschäftsführer: Jens Thiermann, Gunther Matzaitis > Amtsgericht Düsseldorf, HRB 34489 > > - > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem with "Next ticket state"
Hi Markus, yes, unfortunately. It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433 Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision: 1.81.2.3 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co And it should work fine. -Martin On 20.10.2009, at 08:33, m...@timocom.com wrote: Hey, Can some one tell my why OTRS "Next ticket state" is per defaul "closed successful" when it is set to be "open" in "Ticket::Frontend::AgentTicketCompose###StateDefault"? Is it a bug? With the Update from 2.4.4 to 2.4.5 today this changed to be "closed successful" but the Helpdesk agents want it to be "open" instead, but it does not work if I define it as "open" int the "ViewCompose". Can some one help me out with a workaround or something? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification for closed ticket
Hi Quanzhong,
On 14.10.2009, at 10:12, Quanzhong Zhang wrote:
I already do the following action:
Go into Admin ---> [Notification {Event}] and then create a rule like
this:
Name: Ticket State Changed
Recipient: Customer
Event: TicketStateUpdate
Priority: select all.
State: select both of the "closed" states
Queue: select all queues
Input Subject and Text for the email at the bottom
I check my system log file and just found the sent email history for
create new ticket.
http://bugs.otrs.org/show_bug.cgi?id=4257
-Martin
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Re: [otrs] Error Kernel::System::Ticket::TicketNumberLookup ERROR Database disconnected
Hi, On 01.10.2009, at 10:29, Rupp Timo wrote: I posted this issue in OTRS bugzilla. See also http://bugs.otrs.org/show_bug.cgi?id=4367 Just for all others with the same problem. Bug is fixed now. See also http://bugs.otrs.org/show_bug.cgi?id=4367 - Timo -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] questions about DashboardBackend
Hi Gustavo, On 27.09.2009, at 15:43, Gustavo Azambuja wrote: Hi, where I can find all valid "Attributes"? In OTRS, I can find this: StateType, TicketPendingTimeOlderMinutes but where I can find all valid keys and values? (StateName?? TicketNumber??...) http://dev.otrs.org/ -> OTRS 2.4 -> Kernel::System::Ticket -> TicketSearch [...] # ticket number (optional) as STRING or as ARRAYREF TicketNumber => '%123546%', TicketNumber => ['%123546%', '%123666%'], # ticket title (optional) as STRING or as ARRAYREF Title => '%SomeText%', Title => ['%SomeTest1%', '%SomeTest2%'], Queues => ['system queue', 'other queue'], QueueIDs => [1, 42, 512], # use also sub queues of Queue|Queues in search UseSubQueues => 0, # You can use types like normal, ... Types => ['normal', 'change', 'incident'], TypeIDs => [3, 4], # You can use states like new, open, pending reminder, ... States => ['new', 'open'], StateIDs => [3, 4], # (Open|Closed) tickets for all closed or open tickets. StateType => 'Open', # You also can use real state types like new, open, closed, # pending reminder, pending auto, removed and merged. StateType=> ['open', 'new'], StateTypeIDs => [1, 2, 3], Priorities => ['1 very low', '2 low', '3 normal'], PriorityIDs => [1, 2, 3], Services => ['Service A', 'Service B'], ServiceIDs => [1, 2, 3], SLAs => ['SLA A', 'SLA B'], SLAIDs => [1, 2, 3], Locks => ['unlock'], LockIDs => [1, 2, 3], OwnerIDs => [1, 12, 455, 32] ResponsibleIDs => [1, 12, 455, 32] WatchUserIDs => [1, 12, 455, 32] # CustomerID (optional) as STRING or as ARRAYREF CustomerID => '123', CustomerID => ['123', 'ABC'], # CustomerUserLogin (optional) as STRING as ARRAYREF CustomerUserLogin => 'uid123', CustomerUserLogin => ['uid123', 'uid777'], # create ticket properties (optional) CreatedUserIDs => [1, 12, 455, 32] CreatedTypes => ['normal', 'change', 'incident'], CreatedTypeIDs => [1, 2, 3], CreatedPriorities => ['1 very low', '2 low', '3 normal'], CreatedPriorityIDs => [1, 2, 3], CreatedStates => ['new', 'open'], CreatedStateIDs=> [3, 4], CreatedQueues => ['system queue', 'other queue'], CreatedQueueIDs=> [1, 42, 512], # 1..16 (optional) TicketFreeKey1 => 'Product', TicketFreeText1 => 'adasd', # or with multi options as array ref or string possible TicketFreeKey2 => ['Product', 'Product2'], TicketFreeText2 => ['Browser', 'Sound', 'Mouse'], # 1..6 (optional) # tickets with free time after ... (optional) TicketFreeTime1NewerDate => '2006-01-09 00:00:01', # tickets with free time before ... (optional) TicketFreeTime1OlderDate => '2006-01-19 23:59:59', # article stuff (optional) From=> '%s...@example.com%', To => '%supp...@example.com%', Cc => '%cli...@example.com%', Subject => '%VIRUS 32%', Body=> '%VIRUS 32%', # use full text index if configured (optional, default off) FullTextIndex => 1, # content search (AND or OR) (optional) ContentSearch => 'AND', # content conditions for From,To,Cc,Subject,Body,TicketNumber, # Title,CustomerID and CustomerUserLogin (all optional) ConditionInline => 1, # articles created after 60 minutes (article newer than 60 minutes) (optional) ArticleCreateTimeOlderMinutes => 60, # articles created before 120 minutes (article older than 120 minutes) (optional) ArticleCreateTimeNewerMinutes => 120, # articles with create time after ... (article newer than this date) (optional) ArticleCreateTimeNewerDate => '2006-01-09 00:00:01', # articles with created time before ... (article older than this date) (optional) ArticleCreateTimeOlderDate => '2006-01-19 23:59:59', # tickets created after 60 minutes (ticket newer than 60 minutes) (optional) TicketCreateTimeOlderMinutes => 60, # tickets created before 120 minutes (ticket older than 120 minutes) (optional) TicketCreateTimeNewerMinutes => 120, # tickets with create time after ... (ticket newer than this date) (optional) TicketCreateTimeNewerDate => '2006-01-09 00:00:01', # tickets with created time before ... (ticket older than this date) (optional) TicketCreateTimeOlderDate => '2006-01-19 23:59:59', # tickets changed after 60 minutes (ticket changed newer than 60 minutes) (optional) TicketChangeTimeOlderMinutes => 60, # tickets changed b
Re: [otrs] Background color in agent web interface
Hi Maurice, On 25.09.2009, at 02:18, Maurice James wrote: You can find the style sheet that controls the agent interface in /opt/otrs/var/httpd/htdocs/css/Standard/agent.css I.m not sure why they moved the style sheet to that directory The reason was to increase the speed of OTRS. OTRS 2.3 and lower is using CSS "inline", this means in every screen the whole .css get's delivered to the browser every time. OTRS 2.4 and later is including the CSS file as "meta link". This means the CSS file gets only loaded once. The CSS file is about 7k, so we reduced the file size of every screen in OTRS 2.4 and later. :) -=> All just technical reason (faster), no user of feature enhancement. -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] otrs, apache2 and mod_perl2
Hi Bernd, On 25.09.2009, at 10:54, Bernd Plagge wrote: I tried to install OTRS under Apache2 and mod_perl2 using the web server configuration provided in README.webserver. Customer is using Solaris and PostgreSql. However, I couldn't start Apache2. The perl startup.pl script contains (as shown above README.webserver file) the line: Apache::DBI Error message: can't load Apache.pm which belongs to Apache - not Apache2. So, if there is somebody out there using otrs with Apache2 and mod_perl2 I'd love to hear how I need to configure the system. Apache::DBI is an extension for perl DBI to use pre established database connections. It's optional, you do not need to use it. But if you use it, it's faster. :) Apache::DBI is working with mod_perl1 and also with mod_perl2 (see also http://search.cpan.org/~pgollucci/Apache-DBI-1.07/lib/Apache/DBI.pm ). Your error message seems to be something else. o Can you verify is Apache::DBI is installed on your machine? o Make sure, that you are using "scripts/apache2-httpd- new.include.conf" (not scripts/apache2-httpd.include.conf) I hope this info will help you to get it working. -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Installation: Software error (FreeBSD, MySQL, OTRS 2.4)
Hi Frank, to check if perl environment is working well use: shell> perl -cw /serv/opt/otrs/bin/cgi-bin/installer.pl The result is "bin/cgi-bin/installer.pl syntax OK" it seems that it's something (e. g. file permission related to the user/web server user which is executing installer.pl. If not, then the error message will give your more detail about your problem. :) -Martin On 25.09.2009, at 16:44, Frank Goenninger - Consequor Consulting AG wrote: Hello OTRSers, I am a bloody newbie re OTRS. In a brave attempt to install OTRS 2.4 on FreeBSD 7.2 with MySQL 5.1.38 using Perl 5.10.1 I get the following error: Software error: Can't locate object method "new" via package "Kernel::Config" at / serv/opt/otrs/bin/cgi-bin/installer.pl line 53, line 275. This occurs after having enter the database info on screen #2 in the Installer ( http://web.consequor.eu/otrs/installer.pl ). I ran out of ideas as all checks I could find via WWW and mailing lists just say "Syntax OK" and that's about it. I double checked the perl env and all modules are installed ok. Any ideas, hints, advice really appreciated! TIA! Cheers Frank - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Product News/OTRS News
Hi Rosanna, yes, "Core::WebUserAgent" is the right setting for http/proxy settings to fetching "Product News" and "OTRS News". It seems that otrs.org was not reachable well on 2009-09-23, so maybe it was a problem which was not related to your setup. ;) -Martin On 23.09.2009, at 14:30, Marretta, Rosanna wrote: In response to the below it is now telling me that proxy authentication is required. I have entered the proxy with username and password in the Core::Package and Core::WebUserAgent. Where else do I need to set the proxy? Thanks From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marretta, Rosanna Sent: 23 September 2009 11:31 To: User questions and discussions about OTRS. Subject: [otrs] Product News/OTRS News Hi, I am unable to find anything on how to get the Product News and OTRS news working, I'm receiving the below error: Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (connect: Network is unreachable)) I am using OTRS 2.4.4 on linux Suse. Can anybody please tell me what I have to do to get this working? Thanks Rosanna - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] SpellChecker not visible
Hi Felix, Felix Kratzer wrote: > Hey… > > I do not see that SpellCheckerIcon that is described below even so all > settings are set to “use spell checker” > > Does anybody have a clue? Did you modify Kernel/Output/HTML/Standard/RichTextEditor.dtl ? Take care that you are using it from OTRS 2.4.4 (# $Id: RichTextEditor.dtl,v 1.20 2009/08/26 $). PS: If you created your own theme, just copy your modified files in there. All files from Standard theme will be used as fallback if not available in your own theme. > Felix -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4.4 - Customer Notification Events
Hi Lokesh, may be this is solving your problem? http://bugs.otrs.org/show_bug.cgi?id=4257 The transaction flag means only, hat all events gets executed at least. So it's possible to access article or attachments attributes on e. g. TicketCreate or other events. Greetings, -Martin On 08.09.2009, at 14:10, Katta, Lokesh Katta Subramanyam wrote: Hi All, We are facing strange issue when trying to setup Customer Notification Events in OTRS2.4.4. I am trying to setup the Customer Notification events for StateUpdate, Owner update and Move notifications as in 2.3.4 but notifications are not sent. However, when I set transaction flag to 0 for Notification Event Module, customer notifications are sent. I do not understand the importance of transaction flag but it looks like it is added with the OTRS 2.4.4 and was not present in the earlier version. Can anyone please explain if it is ok to change the transaction flag for Notification Event Module? Thanks and Regards, Lokesh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] WYSIWYG broken in Safari
Hi Lars, On 08.09.2009, at 10:24, Lars Jørgensen wrote: Sorry for dropping out of the group for so long, but things got hectic at the office. I'm currently testing out 2.4.4 and while it is a tremendous improvement in many areas, I have one glitch holding me back from upgrading our production environment. When you reply to a ticket using the new WYSIWYG editor in Safari (on Mac, haven't tested it on Windows), all quoted text is lost. You can see it in the editor, but it is not included in the mail that is actually sent out. Is this a known bug? I'm using Mac OS with Safari 3+4. And both is working fine on my site. May be you changed the config option "Ticket::Frontend::ResponseFormat" (SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose -> Ticket::Frontend::ResponseFormat) ? Just reset it and try it again. :) -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Top Menu
Hi Richard, normally Company should not be shown till company feature is enabled. Anyway, just go to admin -> SysConfig -> Group Framework -> Frontend::Admin::ModuleRegistration Deactivate o Frontend::Module###AdminCustomerUser o Frontend::Module###AdminCustomerCompany Or just removed the "users" group to be able to access these modules. -Martin On 03.09.2009, at 03:50, Richard Stockton wrote: When I updated to 2.4.4 a couple of items appeared on the top menu that I don't think were there before. Now it looks like: Logout Dashboard Ticket FAQ Stats Customer Company Preferences Admin How can I remove the Customer and Company links? (We don't need them.) TIA. - Richard - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Need User! messages
IMO a bug report would just be fine! Thanks, -Martin On 02.09.2009, at 21:59, Richard Stockton wrote: >> Previously Richard Stockton wrote: >> Sadly, no. The errors in the log look like this (there are always at least >> 2 and sometimes 3 lines at about the same time in the log): >> >> [Mon Aug 31 16:46:19 >> 2009][Error] [Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] >> Need User! >> [Mon Aug 31 16:46:21 >> 2009][Error] [Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] >> Need User! > And Alexander Halle was kind enough to try to help (again): > Hi Richard, > > I can reproduce this by trying to log in at the customer web interface > (customer.pl) by only providing a password but no customer user name. > > If you provide both, a wrong customer user name and a password you get a > additonal "[Notice][Kernel::System::CustomerAuth::DB::Auth] > CustomerUser: No auth record in 'customer_user' for '' > (REMOTE_ADDR: 192.168.0.1)". > >> Since we don't have any Customer Users, only agents, this makes no >> sense to me. >> >>I don't seem to be able to find a way to reproduce the errors, but >> they keep happening, at the rate of 100-300 log lines per day. As >> usual, any insight into this issue will be much appreciated. > > If I'm right this time there should be web server log entries > identifying the users who try to login as a customer since you have no > customer accounts. > > Please give feedback, especially if you could solve this mystery. Unfortunately, I do not have such entries in my web access_log. otrs.log.2009-9: [Wed Sep 2 06:33:53 2009][Error] [Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! access_log: nnn.nnn.nnn.nnn - - [02/Sep/2009:06:33:53 -0700] "GET /otrs/index.p l?Action=AgentTicketZoom&TicketID=958864 HTTP/1.1" 200 34712 "https://otrs.example .com/otrs/index.pl?Action=AgentTicketQueue&QueueID=6&View=" "Mozilla/ 5.0 (Windows ; U; Windows NT 5.1; en-US; rv:1.9) Gecko/2008052906 Firefox/3.0 (.NET CLR 3.5.30 729)" IPs and other identifiers redacted... Another example: otrs.log.2009-9: [Wed Sep 2 12:29:45 2009][Error] [Kernel::System::CustomerUser::DB::CustomerUserDataGet][414] Need User! access_log: nnn.nnn.nnn.nnn - - [02/Sep/2009:12:29:45 -0700] "POST /otrs/index.p l HTTP/1.1" 302 101 "https://otrs.example.com/otrs/index.pl?Action=AgentTicketEmai l" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.1.2) Gecko/20090729 Fi refox/3.5.2 (.NET CLR 3.5.30729)" nnn.nnn.nnn.nnn - - [02/Sep/2009:12:29:45 -0700] "GET /otrs/index.pl ?Action=AgentTicketEmail&Subaction=Created&TicketID=959180 HTTP/1.1" 200 44992 "h ttps://otrs.example.com/otrs/index.pl?Action=AgentTicketEmail" "Mozilla/5.0 (Windo ws; U; Windows NT 5.1; en-US; rv:1.9.1.2) Gecko/20090729 Firefox/ 3.5.2 (.NET CLR 3.5.30729)" Note that the first one is triggered at the same time as an AgentTicketZoom, while the latter one appears to be triggered by AgentTicketEmail. I can't find any consistent correlation between the otrs.log errors and the access_log. BTW, I just updated to 2.4.4 and that didn't change anything. [sigh] Once again I appreciate your efforts, Alexander, but the problem persists. Any other ideas? Anyone? TIA. - Richard - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Enhancements in 2.4.4
Hi Stephan, On 03.09.2009, at 13:12, Stephan Lang wrote: I've created my own template by copying the Standard folder. That could be the problem. I read something that it would be better only to have the modified files moved to the own template folder, does that work? Yes. I strongly recommend to do so. :) Because it's much easier to upgrading or other stuff if you know what template you have modified (the list will be much shorter ;) ). If the needed templates is not in your themes folder, OTRS will take the one from the Standard theme folder. I've copied the AgentDashboardTicketGeneric.dtl to my themes folder and now it works. Fine! :) -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Enhancements in 2.4.4
Hi Stephan, it seems that you modified Kernel/Output/HTML/Standard/ AgentDashboardTicketGeneric.dtl by your self, the RPM will not replace it. Is there a Kernel/Output/HTML/Standard/ AgentDashboardTicketGeneric.dtl.rpmnew or something like that? Just rename it to Kernel/Output/HTML/Standard/ AgentDashboardTicketGeneric.dtl and it will work. -Martin On 03.09.2009, at 10:06, Stephan Lang wrote: Hi @all, the release note on OTRS 2.4.4 mentions enhancements on the Dashboard to display Watched Tickets and My Queues, see here: http://otrs.org/releases/2.4.4/ All I can see is ‘Locked Tickets’ and ‘All’ but the Watched Feature is enabled. I’ve just Updated via rpm –U package Do I have to do anything else to complete the update or to activate this new Feature? Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.4 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.4.4 and ff 3.0.x
Hi Marco, On 03.09.2009, at 10:38, Marco Vannini wrote: I'm reporting problems from customer and agent that with firefox 3.0.x are getting a FullSpell is not existant warning and then richtext format area for compose request and answer. Disabled it for now as WA. Are you experiencing the same problems ? http://otrs.org/releases/2.4.4/ [...] Notice: When upgrading from OTRS 2.4.x to 2.4.4, you may get an error message in the ticket create or add note screen: "Navigation bar FullSpell is not existing", just empty your web browser cache (e. g. restart your web browser). [...] It's a browser cache problem. Just restart FF and it will work fine. -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.4.2 to 2.4.4 Upgrade
Hi Tim, just replace all files in $OTRS_HOME (e. g. /opt/otrs). That's all. PS: In case you really want to make sure that all config option got initialized, execute bin/otrs.RebuildConfig.pl (but not really needed). -Martin On 02.09.2009, at 17:53, Timothy J. Deerinck wrote: Hello everyone, The upgrade instructions for 2.4.4 do not address upgrading within a version number that I can see. I am using the source install method and have 2.4.2 installed. What is the procedure to upgrade to 2.4.4? Thanks very much! ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Disable auto add http link in ticket body text
Hi Diego, is there a reason why you want to disable this feature? IMO it's quite useful. :) PS: Do you want disable only adding http-links to "www.example.com" or also to "http://www.example.com";? -Martin On Sep 2, 2009, at 13:00 , Diego Mayol wrote: Hi Everyone: Does anyone knows how to disable the auto add link feature in the ticket body text? When I send a ticket and contains e.g. www.mydomain.com , OTRS send it as http://www.mydomain.com and I would like to disable this feature. Thank you in advance. Regards, DM - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Ticket Update
YES! :) -Martin On 01.09.2009, at 22:30, Timothy J. Deerinck wrote: Martin, Thanks for the reply back. Does the fix address the issue I was talking about though? When a note would be added to a ticket, it would endlessly loop. So this is fixed in 2.4.4? ~Tim Timothy J. Deerinck Owner / Senior Network & Systems Engineer Bringing Technologies Together To Work For You... Web: www.networkp.com Corp: 209.456.5310 x 205 Stockton: 209.670.9200 Lodi: 209.642.4170 Turlock: 209. 485.9069 Fax: 209.623.4656 Toll Free: 877.456.5310 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin Edenhofer Sent: Tuesday, September 01, 2009 10:11 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket Update Hi Tim, that's funny. I did the same by fixing Bug# 4149 - The "TicketCreate" event, used for event based notification, did not have access to Article attributes due to the creation time of the article. The sender of the original article could not be used in the notification (http://bugs.otrs.org/show_bug.cgi?id=4149 ). So good news. This issue is solved with OTRS 2.4.4 (is available tomorrow). :) -Martin On 01.09.2009, at 18:44, Timothy J. Deerinck wrote: Hello, I am trying to find a way to use Event Notifications to send activity updates to users (not just the agent or customer user). I setup a Notification with "Add Note" as the trigger, and it created a very nasty loop sending hundreds of e-mails since it reported the notification as another add note. Infinite Loop! L What I want is anytime anything is done to a ticket, the system will send a notification without creating a loop. Can this be done??? ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Ticket Update
Hi Tim, that's funny. I did the same by fixing Bug# 4149 - The "TicketCreate" event, used for event based notification, did not have access to Article attributes due to the creation time of the article. The sender of the original article could not be used in the notification (http://bugs.otrs.org/show_bug.cgi?id=4149 ). So good news. This issue is solved with OTRS 2.4.4 (is available tomorrow). :) -Martin On 01.09.2009, at 18:44, Timothy J. Deerinck wrote: Hello, I am trying to find a way to use Event Notifications to send activity updates to users (not just the agent or customer user). I setup a Notification with “Add Note” as the trigger, and it created a very nasty loop sending hundreds of e-mails since it reported the notification as another add note. Infinite Loop! L What I want is anytime anything is done to a ticket, the system will send a notification without creating a loop. Can this be done??? ~Tim - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Can't create PID PostMasterMailbox, because it's already running (otrs.myserver.local/9461)!
Ok. I guess it will work now. :) ((enjoy)) -Martin On Aug 27, 2009, at 19:46 , David Holder wrote: Hi Martin Come to think of it, I accidently tried to start the OTRS service when mysqld was in stopped state, so that may have caused it. I have executed the commands you have provided and have cleared the log, will see what happens after a short while. Thanks for your response. David Martin Edenhofer wrote: Hi David, On Aug 27, 2009, at 15:58 , David Holder wrote: Got this error cropping up in my log every now and again, I can confirm that my OTRS install can receive/send e-mails. Anyone got any idea what this is about? It's if "bin/PostMasterMailbox.pl" got not exited normally. E. g. no database connect or a corrupt incoming email (normally PostMasterMailbox.pl can handle this). If you are sure, that no PostMasterMailbox.pl is running currently you can execute the following to force it: shell> bin/PostMasterMailbox.pl -f 1 PS: The same is also valid for "bin/GenericAgent.pl". -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Can't create PID PostMasterMailbox, because it's already running (otrs.myserver.local/9461)!
Hi David, On Aug 27, 2009, at 15:58 , David Holder wrote: Got this error cropping up in my log every now and again, I can confirm that my OTRS install can receive/send e-mails. Anyone got any idea what this is about? It's if "bin/PostMasterMailbox.pl" got not exited normally. E. g. no database connect or a corrupt incoming email (normally PostMasterMailbox.pl can handle this). If you are sure, that no PostMasterMailbox.pl is running currently you can execute the following to force it: shell> bin/PostMasterMailbox.pl -f 1 PS: The same is also valid for "bin/GenericAgent.pl". -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] SOAP API - ticketsearch
Hi Eric, you also need to add UserID and Permission as attributes. e. g: my @TicketID = $RPC->Dispatch($user, $passwd, 'TicketObject','TicketSearch', Result => 'ARRAY', Limit => 100, StateType => 'Open', Queues => ['Raw'], TicketNumber => '2009082142%', Permission => 'ro', UserID => 1, # menas r...@localhost ); I hope this will help you. PS: This is also a question level for the developer list next time! ;) -Martin On Aug 25, 2009, at 17:24 , Partington, Eric wrote: Has anyone used the soap API to search for tickets? I am attempting to use this method to search for tickets in my otrs system (2.3.4) and I am having trouble determining what the minimum search requirements are. Here is my search request, please let me know if there are items that I am missing as I always return no items found from the query. my @TicketID = $RPC->Dispatch($user, $passwd, 'TicketObject','TicketSearch', Result => 'ARRAY', Limit => 100, StateType => 'Open', Queues => ['Raw'], TicketNumber => '2009082142%', ); print "RPC: Searching ticket and found ticketID: ".scalar(@TicketID)."\n"; Eric Partington | Security Monitoring and Compliance | Royal Bank of Canada |T: 416-348-4429 ___ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e- mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Dashboard priority color change / OTRS 2.4.3
Hi Markus, how about this Kernel/Output/HTML/Standard/ AgentDashboardTicketGeneric.dtl would this work for you? -> http://users.otrs.com/~me/misc/AgentDashboardTicketGeneric.dtl -Martin On 25.08.2009, at 09:22, m...@timocom.com wrote: Hi, I´m configuring my OTRS and I´m looking for a possibility to show the "priority" color of echt ticket in the Dashboard. Example: A customer creates a ticket with Prio 3 then the ticket color in the dashboard should be '#ff'. The second thing I want to get to work is, that if the ticket is comming near the "dead time" of an SLA / Service that the Prio and Color should be changed. Lets say the SLA is configured that the solution time is 8 hours. So the color of the ticket should change when the solution time is down to 4 hours and then when the time is down to 2 hours. Has someone a Script or a hint for me how to make these changes happen? Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] How to remove data about 7 Day Stats
Hi Roberto, On 25.08.2009, at 10:54, Lucarelli Roberto wrote: I have migrated data from development's DB to production's DB and I have deleted all tickets via a custom GenericAgent job but data about 7 Day stats were not deleted. What should I do to delete 7 Day Stats? There is a CacheTTL of 30 min in DashboardBackend###0250-TicketStats. See also Admin-Interface -> Ticket -> Frontend::Agent::Dashboard -> 0250-TicketStats -> CacheTTL. That means this stats gets generated every 3 min. a) Wait 30 min and it will be new b) Use "bin/otrs.CacheDelete.pl" to delete all caches -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Changing Priority color in 2.4
Ups. Yes! ;) -M On 23.08.2009, at 12:25, Michiel Beijen wrote: I guess you'd mean: decrease ;-) -- Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On Aug 23, 2009 11:58 AM, "Martin Edenhofer" wrote: Just go to var/httpd/htdocs/css/Standard/agent.css and var/httpd/ htdocs/css/Standard/customer.css It got moved to a separate css file to increase loading time of a page. ((enjoy)) -Martin On 23.08.2009, at 02:55, Jon Williams wrote: > With OTRS 2.2 I managed to figure out how to assig... - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS notification sending problem
Hi Brian, you can fix this by changing SysConfig setting, Admin Interface -> SysConfig -> Group Framework -> SubGroup -> Core::Sendmail -> SendmailNotificationEnvelopeFrom [...] If set, this address is used as envelope from header in outgoing notifications. If no address is specified, the envelope from header is empty. [...] Just enter your wanted sender envelope from. -Martin On 21.08.2009, at 15:28, Brian Lang wrote: I have a problem with OTRS Notifications in a 2.4.2 installation (on a JumpBox server). This was upgraded from 2.3.1 this week. When OTRS sends out responses to tickets, it works fine. When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I observe the log (below) in the /var/log/mail.log file on the OTRS server. Note this text: from=<>. This is the problem - there is no FROM address, so the message is denied by my mail server's Backscatter Protection. How can I fix this? (note: ip addresses, server names and email addresses in log changed to protect the innocent) Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from=<> Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=<1250799564.303021.450042...@myotrs.example.com > Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=<>, size=3118, nrcpt=1 (queue active) Aug 20 13:19:24 otrs postfix/smtp[25254]: 21602CC72: to=>, relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01, dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209] said: 550 Backscatter Protection detected an invalid or expired email address (in reply to RCPT TO command)) Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed == Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill bl...@smgi.ca | Office: 604.538.1566 x2905 == Please consider the environment before printing this e-mail - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Limit customer email notification
Hi Carlo, On 22.08.2009, at 00:43, Carlo Angelo Curato wrote: Is it possible to limit status notifications to customers so that only state changes to "closed" gets sent out? Thanks! - In OTRS 2.4 you can create a event based notification where the customer only gets an status notification on closing a ticket. If it get's closed more the once, it gets always sent out a notification. For more about OTRS 2.4 see also: http://otrs.org/2.4/features/ -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Changing Priority color in 2.4
Just go to var/httpd/htdocs/css/Standard/agent.css and var/httpd/ htdocs/css/Standard/customer.css It got moved to a separate css file to increase loading time of a page. ((enjoy)) -Martin On 23.08.2009, at 02:55, Jon Williams wrote: With OTRS 2.2 I managed to figure out how to assign colors to each priority level as well as cause the entire ticket to be highlighted as a certain color. I'm testing out 2.4 but for the life of me I can't see how to make the same change as I was able to make in 2.2. That particular file (css.dtl) no longer exists. Can anyone point me in the right direction? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4.3
Hi Richard,
On Aug 14, 2009, at 22:58 , Richard Stockton wrote:
OS: RedHat Linux 5.3 (64 bit) Web: Apache 2.2.3 Perl: 5.8.8
We have recently updated our OTRS system (in place since 2002) to
version 2.4.3. We are especially happy with the speed increases,
and the "Support Assessment" package has been very helpful.
However, we have seen some problems, here is the list:
1. Ticket arrives addressed to "supp...@example.com" which is
aliased to "otrss...@mail.example.com". The latter email is the
one OTRS uses to fetch the mail. This is a simple email, one
"To:" address, and one "From:" address (our client). When an
agent replies to this ticket, "supp...@example.com" gets put
into the "Cc:" part of the reply form. Why? This means that
any reply gets CCed right back to OTRS. It didn't do this
before. In past versions only addresses from the "Cc:" header
were put in the reply form Cc:. We would like to see a return
to the previous behavior. Is this something we can do?
Workaround: Edit AgentTicketCompose.dtl and make the Cc blank,
but now we have to input any needed Cc's "by hand", and of
course we have to re-edit that file with every OTRS update.
One question, is 'supp...@example.com' configured as System Address in
OTRS admin interface?
Per default OTRS tries to reply to any not local address. If you added
"supp...@example.com" as System Address, it will not get longer in Cc
line of reply.
2. Trying to change the otrs log to a file location of our
choosing doesn't work. You can change the values in the admin
section (sysconfig), but most of them don't stay changed.
Workaround: Set the log facility to local0 and use syslog.conf
to manage the otrs.log file.
Looks like an config issue. It seems, that you added this setting to
Kernel/Config.pm:
$Self->{'LogModule'} = 'Kernel::System::Log::SysLog';
Kernel/Config.pm is the highest priority of config settings.
If you remove LogModule from Kernel/Config.pm, the you can change it
via SysConfig linke you want.
3. There used to be a line at the top of each queue display:
"Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8"
The "8" above was a link that opened ALL tickets, locked or not, in
that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck
with the "StatusView" mechanism to see locked tickets? It is not as
easy to find what you want using that.
Workaround: Use StatusView when needed.
That's true. This feature got dropped/lost with new queue overviews.
Just to get more detailed impression to me. On what workflow did you
use this feature?
4. We like to be able to see which agent owns each ticket in the
preview queueview (I know it's in the "small" view), and we used to
be able to make a small change somewhere in the code or the config,
(I don't actually remember exactly where) to add that data in the
right hand gray area under "CustomerID:". Can anyone direct me to
where I can do that in 2.4.3?
Workaround: Use the "small" view when needed.
Just add it to the template. You need to look at:
Kernel/Output/HTML/Standard/AgentTicketOverview*.dtl
to add/removed some info in the ticket overviews.
As usual I would appreciate any help.
TIA.
I hope it is helps you! ;)
- Richard
-Martin
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Re: [otrs] GenericAgent time since ticket moved or last action
Hi Stephen, On Aug 19, 2009, at 14:21 , Stephen Gebbie wrote: I am trying to write (command line) a GenericAgent to automatically close tickets that are in a 'complete' folder once they have been in that folder for 1 week. but I cannot find the keyword for TimeSinceLastAction or TimeSinceMoved or something like that the tickets can be over 18 days old and still active in other queues. I can only calculate time from when they were moved into the 'complete' queue. and at this point after 7 days tickets would be locked and unlocked states. does anyone know the keyword I need or even a list of the keywords available, i havnt been able to find a definitive list This attribute is currently not supported by the generic agent. If you want to get "time since ticket moved or last action" you need to do an database lookup in the ticket_history table. -=> More about this kind of issues on the developer list. ;) -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Adding CustomerID column to 2.4 dashboard lists
On Aug 19, 2009, at 15:10 , Ralf Hildebrandt wrote: what is a OOTB solution? out of the blue oder out of the box Ups. Ok! :) I was think about this issue of "more needed" info. Would be an "mouse on over" preview of more ticket data be an solution? Or do you it in the small tiny dashboard table? Thanks for feedback! -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Adding CustomerID column to 2.4 dashboard lists
Hi Lars,
what is a OOTB solution?
Greetings,
-Martin
On Aug 19, 2009, at 08:38 , Lars Lindgård wrote:
Sweet. Thanks for sharing John.
I think that's really useful and was something I missed from the
OOTB solution.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of John Murray
Sent: 18. august 2009 17:57
To: otrs@otrs.org
Subject: [otrs] Adding CustomerID column to 2.4 dashboard lists
The new dashboard feature of 2.4 is very cool, but we wanted to see
customer
information about listed tickets.
Here's how I added a column to do this.
Amended Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl as
follows:
In dtl:block:ContentLargeTicketGenericRow section, add the following
before
the "Time" TD element:
href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=
$QData{"TicketID"}
"
onmouseover="window.status='$JSText{"Customer history"}'; return
true;"
onmouseout="window.status='';">
$QData{"CustomerID","15"}
A few lines later in the dtl:block:ContentLargeTicketGenericNone block
increase the colspan from 3 to 4.
I hope this is useful to others.
John Murray
George James Software
42-44 High Street
Shepperton
TW17 9AU
United Kingdom
Registered in England number 2568792
+44-1932-252568
www.georgejames.com
-
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Re: [otrs] Adding Queue Name to 2.4 dashboard
Hi Andrew,
just use "$QData{"Queue"}" this should work fine! ;)
-Martin
On Aug 19, 2009, at 14:40 , Glossop, Andrew wrote:
A very useful mod. Thanks for sharing.
I added this:
$QData{"QueueID"}
What I really need is the name of the queue, instead of the ID. Can
anyone please suggest how to retrieve the queue name instead?
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of
John Murray
Sent: 18 August 2009 16:57
To: otrs@otrs.org
Subject: [otrs] Adding CustomerID column to 2.4 dashboard lists
The new dashboard feature of 2.4 is very cool, but we wanted to see
customer information about listed tickets.
Here's how I added a column to do this.
Amended Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl as
follows:
In dtl:block:ContentLargeTicketGenericRow section, add the following
before the "Time" TD element:
href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=
$QData{"Ticket
ID"}
"
onmouseover="window.status='$JSText{"Customer history"}'; return
true;"
onmouseout="window.status='';">
$QData{"CustomerID","15"}
A few lines later in the dtl:block:ContentLargeTicketGenericNone block
increase the colspan from 3 to 4.
I hope this is useful to others.
John Murray
George James Software
42-44 High Street
Shepperton
TW17 9AU
United Kingdom
Registered in England number 2568792
+44-1932-252568
www.georgejames.com
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
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Re: [otrs] StorageModule problem
JFI, there is a official fix available. http://bugs.otrs.org/show_bug.cgi?id=4073 Will be included in upcoming OTRS 2.4.4. -Martin On 19.08.2009, at 10:15, hpsbigcat wrote: Dear Martin, After upgrade Kernel/System/Ticket/ArticleStorageFS.pm new revision: 1.62 The problem is still exist. 2009/8/19 Martin Edenhofer On 19.08.2009, at 09:17, Shawn Beasley wrote: My OTRS is 2.4.3 on CentOS 5.2, the Ticket::StorageModule setting: ArticleStorageFS. My problem is ： when agent want to forward a ticket with attachment, but the mail didn't show that attchment. I'v checked var/article and found the attachment had been saved in related folder. At the same time, no related record in database table "article_attachment". Any one can help to fix it? Thx a lot！ It looks like a bug http://bugs.otrs.org/show_bug.cgi?id=4073 There could also be a related bug (http://bugs.otrs.org/show_bug.cgi?id=4072 ), is forward working by applying the change of comment #4? Feedback would be really fine! -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Update to 2.4.2 problem with forward tickets with attachon it
JFI, there is a official fix available. http://bugs.otrs.org/show_bug.cgi?id=4073 Will be included in upcoming OTRS 2.4.4. -Martin On 04.08.2009, at 13:26, IT easyap wrote: Michael, Many thanks the workarround works perfect Gonzalo From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: martes, 04 de agosto de 2009 11:34 To: User questions and discussions about OTRS. Subject: Re: [otrs] Update to 2.4.2 problem with forward tickets with attachon it Hi mister Easyap... ;-) This is currently a know issue with OTRS; see bug 4073 in the Bugzilla. http://bugs.otrs.org/show_bug.cgi?id=4073 Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Tue, Aug 4, 2009 at 10:17, IT easyap wrote: Hello, i just upgrade my system from 2.2 to 2.4.2 . Every thing looks almost fine except ticket forward. When you try to forward a ticket with an attach the attach disappear. This issue only occurs with new tickets, old tickets (prior to migration) stored works fine. Our configuration is Linux Mysql Otrs 2.4.2 Web browser IE Thanks in advance for your help - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Shrink database
Hi Marc, I recommend to upgrade to OTRS 2.4. There are so many performance improvements in 2.3 and 2.4. You really will love it! Just my 2 cents, -Martin On 19.08.2009, at 11:32, Mercator GmbH wrote: I have a problem with OTRS (old version, 1.3.2). The database has grown a lot and now it takes A LONG time to load the pages!! How can I shrink or purge the database so that it becomes faster? Just deleting the articles is - IMHO - not the right way, because the articles still remain in the database. Right?! Please help on this. I need OTRS for work and I cannot work in this way, it takes 5 minutes to load the first page and sometimes several minutes to change from one page to the other. It's not my server, because other MySQL programs just work fine! Thanks, marc - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4.2 Package Manager error installing ITSM module
Hi Mateusz, for me (I want to fix the bug). it was not working with google chrome (what version?). But it was working with firefox? Feedback would be fine! -Martin On 19.08.2009, at 10:40, Mateusz Mojsiejuk wrote: But of course! case solved when you asked me what browser I was using. I had to try with another one ( firefox) it worked! I was using google chrome when the module installation failed (ff is to slow for me under linux :|) Many Thanks!! - M - Original Message - From: Martin Edenhofer To: User questions and discussions about OTRS. Sent: Wed, 19 Aug 2009 10:25:57 +0200 (CEST) Subject: Re: [otrs] OTRS 2.4.2 Package Manager error installing ITSM module Hi Mateusz, ok, interesting. What browser do you use? Would it work with an other browser? -Martin On 19.08.2009, at 10:21, Mateusz Mojsiejuk wrote: > thank you for quick your answer > unfortunately everything looks OK in the support assessment > Check "max_allowed_packet" setting. > Your configuration setting is 19 MB. > OK > Check "query_cache_size" setting. > 16 MB > OK > > > -M > > - Original Message - > From: Martin Edenhofer > To: User questions and discussions about OTRS. > Sent: Wed, 19 Aug 2009 00:15:13 +0200 (CEST) > Subject: Re: [otrs] OTRS 2.4.2 Package Manager error installing ITSM > module > > Hi Mateusz, > > just to be sure that the max_allowed_packet is really used by maysqld > (sometimes it's a little bit tricky)... are all mysql checks fine in > the support assessment? > > For more see: http://www.youtube.com/watch?v=IVljPaMqFfY > > -Martin > > On Aug 18, 2009, at 23:42 , Mateusz Mojsiejuk wrote: > > > Hi people of the otrs republic > > I'm having issues installing the ITSM modules. > > Unfortunately google hasn't been helpful in this matter. > > > > OS: Debian Gnu Linux 5.0 (lenny) > > OTRS Version: 2.4.2 (installed from tar.gz archive) > > Mysql 5 > > Apache 2.2 > > Perl 5.10.0 > > my.cnf has the max_allowed_packet = 20M (restarted mysql after the > > change) > > > > Every time i try to upload the GeneralCatalog module from the > > webinterface I get: > > > > > > ==snip== > > Error: Need ContentType! > > > > Comment: > > Bug Report: > > > > Traceback:ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue > Aug > > 18 23:14:02 2009 > > > > Message: Need ContentType! > > > > Traceback (4130): > >Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile > > (v1.19) Line: 67 > >Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.18) > > Line: 142 > >Module: Kernel::Modules::AdminPackageManager::Run (v1.80) Line: > 962 > >Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: > 819 > >Module: > > ModPerl > > ::ROOT > > ::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > > (unknown version) Line: 48 > >Module: (eval) (v1.88) Line: 204 > >Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 > >Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: > 170 > >Module: ModPerl::Registry::handler (v1.99) Line: 31 > > > > ==snip== > > > > > > > > Best Regards > > -M - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4.2 Package Manager error installing ITSM module
Hi Mateusz, ok, interesting. What browser do you use? Would it work with an other browser? -Martin On 19.08.2009, at 10:21, Mateusz Mojsiejuk wrote: thank you for quick your answer unfortunately everything looks OK in the support assessment Check "max_allowed_packet" setting. Your configuration setting is 19 MB. OK Check "query_cache_size" setting. 16 MB OK -M - Original Message - From: Martin Edenhofer To: User questions and discussions about OTRS. Sent: Wed, 19 Aug 2009 00:15:13 +0200 (CEST) Subject: Re: [otrs] OTRS 2.4.2 Package Manager error installing ITSM module Hi Mateusz, just to be sure that the max_allowed_packet is really used by maysqld (sometimes it's a little bit tricky)... are all mysql checks fine in the support assessment? For more see: http://www.youtube.com/watch?v=IVljPaMqFfY -Martin On Aug 18, 2009, at 23:42 , Mateusz Mojsiejuk wrote: > Hi people of the otrs republic > I'm having issues installing the ITSM modules. > Unfortunately google hasn't been helpful in this matter. > > OS: Debian Gnu Linux 5.0 (lenny) > OTRS Version: 2.4.2 (installed from tar.gz archive) > Mysql 5 > Apache 2.2 > Perl 5.10.0 > my.cnf has the max_allowed_packet = 20M (restarted mysql after the > change) > > Every time i try to upload the GeneralCatalog module from the > webinterface I get: > > > ==snip== > Error: Need ContentType! > > Comment: > Bug Report: > > Traceback:ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Aug > 18 23:14:02 2009 > > Message: Need ContentType! > > Traceback (4130): >Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile > (v1.19) Line: 67 >Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.18) > Line: 142 >Module: Kernel::Modules::AdminPackageManager::Run (v1.80) Line: 962 >Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 >Module: > ModPerl > ::ROOT > ::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > (unknown version) Line: 48 >Module: (eval) (v1.88) Line: 204 >Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 >Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 >Module: ModPerl::Registry::handler (v1.99) Line: 31 > > ==snip== > > > > Best Regards > -M - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] StorageModule problem
Ok. Can you attache the email where you have the problem to http://bugs.otrs.org/show_bug.cgi?id=4073 ? Many thanks! -Martin On 19.08.2009, at 10:15, hpsbigcat wrote: Dear Martin, After upgrade Kernel/System/Ticket/ArticleStorageFS.pm new revision: 1.62 The problem is still exist. 2009/8/19 Martin Edenhofer On 19.08.2009, at 09:17, Shawn Beasley wrote: My OTRS is 2.4.3 on CentOS 5.2, the Ticket::StorageModule setting: ArticleStorageFS. My problem is ： when agent want to forward a ticket with attachment, but the mail didn't show that attchment. I'v checked var/article and found the attachment had been saved in related folder. At the same time, no related record in database table "article_attachment". Any one can help to fix it? Thx a lot！ It looks like a bug http://bugs.otrs.org/show_bug.cgi?id=4073 There could also be a related bug (http://bugs.otrs.org/show_bug.cgi?id=4072 ), is forward working by applying the change of comment #4? Feedback would be really fine! -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] StorageModule problem
On 19.08.2009, at 09:17, Shawn Beasley wrote: My OTRS is 2.4.3 on CentOS 5.2, the Ticket::StorageModule setting: ArticleStorageFS. My problem is ： when agent want to forward a ticket with attachment, but the mail didn't show that attchment. I'v checked var/article and found the attachment had been saved in related folder. At the same time, no related record in database table "article_attachment". Any one can help to fix it? Thx a lot！ It looks like a bug http://bugs.otrs.org/show_bug.cgi?id=4073 There could also be a related bug (http://bugs.otrs.org/show_bug.cgi?id=4072 ), is forward working by applying the change of comment #4? Feedback would be really fine! -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Disabling certain attachment types
Hi Julian, On Aug 6, 2009, at 15:39 , Cook, Julian wrote: Yes, the two options we have are 1. Disabling certain file types (exe, vbs.etc) 2. if 1. Is not possible, then disabling the ability to attach completely files to "Phone Ticket" and "Email ticket" options. In OTRS standard there is currently no possibility to configure this. But it would be possible to extend the code to do so. There is one file which is responsible for file uploading -=> Kernel/System/Web/Request.pm -> GetUploadAll() If you want remove/strip certain file types (exe, vbs.etc) from incoming emails, you could create an postmaster pre filter which removed this kind of file types before the emails gets processed. I hope this info will help you. :) We might implement the public face of OTRS later (keeping with the government's reputation at moving glacially :-), for right now we're using it for internal ticketing. Sounds very interesting. :) Many thanks! Julian -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4.2 Package Manager error installing ITSM module
Hi Mateusz, just to be sure that the max_allowed_packet is really used by maysqld (sometimes it's a little bit tricky)... are all mysql checks fine in the support assessment? For more see: http://www.youtube.com/watch?v=IVljPaMqFfY -Martin On Aug 18, 2009, at 23:42 , Mateusz Mojsiejuk wrote: Hi people of the otrs republic I'm having issues installing the ITSM modules. Unfortunately google hasn't been helpful in this matter. OS: Debian Gnu Linux 5.0 (lenny) OTRS Version: 2.4.2 (installed from tar.gz archive) Mysql 5 Apache 2.2 Perl 5.10.0 my.cnf has the max_allowed_packet = 20M (restarted mysql after the change) Every time i try to upload the GeneralCatalog module from the webinterface I get: ==snip== Error: Need ContentType! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Aug 18 23:14:02 2009 Message: Need ContentType! Traceback (4130): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.19) Line: 67 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.18) Line: 142 Module: Kernel::Modules::AdminPackageManager::Run (v1.80) Line: 962 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl ::ROOT ::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ==snip== Best Regards -M - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] MM/DD/YYYY date format for US English
Rob,
you are right! Now I can verify this problem on OTRS 2.4.1-3 too.
http://bugs.otrs.org/show_bug.cgi?id=4150
Many thanks for the bug report. It's fixed now.
Feedback is very welcome!
-Martin
On 15.08.2009, at 11:15, Martin Edenhofer wrote:
Hi Rob,
On 14.08.2009, at 17:32, Rob McKrill wrote:
I have been trying for quite a while now to figure out where I can
change the date format for my installation and have hopefully
exhausted all sources before asking a stupid question on the list
here...
I have the preferences in the agent interface set to “United States
– English”, double checked the settings in Kernel/Language/en.pm
for all formats of the date/time. Everything still seems to show
up as DD/MM/ in all of the different spots (upper right of main
screen, tickets).
Is there something I am missing? I even tried changing the
settings in the en.pm file from the default and the changes I made
didn’t seem to be used. Are there a different set of files being
used for these preferences that aren’t noted anywhere in the
documentation?
If you really use "English (United States)", Kernel/Language/en.pm
is the right place. About line 33:
[...]
# date formats (%A=WeekDay;%B=LongMonth;%T=Time;%D=Day;%M=Month;
%Y=Jear;)
$Self->{DateFormat} = '%M/%D/%Y %T';
$Self->{DateFormatLong} = '%T - %M/%D/%Y';
$Self->{DateFormatShort} = '%M/%D/%Y';
$Self->{DateInputFormat} = '%M/%D/%Y';
$Self->{DateInputFormatLong} = '%M/%D/%Y - %T';
[...]
Just change it here. If you use apache+mod_perl, restart your web
server to be sure that the changes are effected.
More info:
To check if the file syntax is still valid use "perl -cw Kernel/
Language/en.pm" (Kernel/Language/en.pm syntax OK need to be the
result).
If still "DD/MM/" is shown, I guess that you are not using
"English (United States)", I guess you are using "English (United
Kingdom)" (Kernel/Language/en_GB.pm), because "DD/MM/" ist the
default date format for "English (United Kingdom)". ;)
Greetings,
-Martin
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Re: [otrs] MM/DD/YYYY date format for US English
Hi Rob,
On 14.08.2009, at 17:32, Rob McKrill wrote:
I have been trying for quite a while now to figure out where I can
change the date format for my installation and have hopefully
exhausted all sources before asking a stupid question on the list
here...
I have the preferences in the agent interface set to “United States
– English”, double checked the settings in Kernel/Language/en.pm
for all formats of the date/time. Everything still seems to show up
as DD/MM/ in all of the different spots (upper right of main
screen, tickets).
Is there something I am missing? I even tried changing the settings
in the en.pm file from the default and the changes I made didn’t
seem to be used. Are there a different set of files being used for
these preferences that aren’t noted anywhere in the documentation?
If you really use "English (United States)", Kernel/Language/en.pm is
the right place. About line 33:
[...]
# date formats (%A=WeekDay;%B=LongMonth;%T=Time;%D=Day;%M=Month;
%Y=Jear;)
$Self->{DateFormat} = '%M/%D/%Y %T';
$Self->{DateFormatLong} = '%T - %M/%D/%Y';
$Self->{DateFormatShort} = '%M/%D/%Y';
$Self->{DateInputFormat} = '%M/%D/%Y';
$Self->{DateInputFormatLong} = '%M/%D/%Y - %T';
[...]
Just change it here. If you use apache+mod_perl, restart your web
server to be sure that the changes are effected.
More info:
To check if the file syntax is still valid use "perl -cw Kernel/
Language/en.pm" (Kernel/Language/en.pm syntax OK need to be the result).
If still "DD/MM/" is shown, I guess that you are not using
"English (United States)", I guess you are using "English (United
Kingdom)" (Kernel/Language/en_GB.pm), because "DD/MM/" ist the
default date format for "English (United Kingdom)". ;)
Greetings,
-Martin
-
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Re: [otrs] New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?
Hi Alan, On 12.08.2009, at 18:47, Alan McKay wrote: Well, I have a compromise for now. I created a new event for TicketOwnerUpdate and so the person who sent the email gets notification when the ticket gets assigned. Still this is frustrating as heck, as I'm sure you can understand! Why does everything work except for TicketCreate? Sounds like a bug to me. Can ANYONE confirm that this works? May I have some info for you. The problem is the order of the events. In case a new ticket gets created you will have the following events: TicketCreate - to create a new ticket it self ArticleCreate - to create the first article of a ticket (in case first email) (maybe some other... depends on) What is if you want to use customer information not form an customer form database. OTRS tries to find the latest customer article. But at this time there is no article on the ticket, so OTRS can not find any customer recipient for ticket creation. Is it what you are looking for? -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] System log
You need to remove your shared memory segment. The new one need to be created with new site. The easiest way is to reboot your machine, the all shared memory segments gets created new. -M On Aug 14, 2009, at 12:58 , Lev Davidovich wrote: Is there a way I can simply get the system to revert back to what it was before I made the change? From: Martin Edenhofer To: User questions and discussions about OTRS. Sent: Friday, 14 August, 2009 11:48:05 Subject: Re: [otrs] System log http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=111 On Aug 14, 2009, at 12:45 , Lev Davidovich wrote: > In the Admin InterfaceI tried to change LogSystemCacheSize to 32000 and now I can't log on to OTRS and am getting the error message below. > > Can someone please help as a matter of urgency? > > Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/ Log.pm line 83, line 4. > > Thanks a lot > From: Martin Edenhofer > To: User questions and discussions about OTRS. > Sent: Friday, 14 August, 2009 11:09:24 > Subject: Re: [otrs] System log > > Hi Lev, > > On Aug 14, 2009, at 11:35 , Lev Davidovich wrote: > > > Yes I have visited Admin Interface -> SysConfig -> Framework -> Core::Log -> LogModule > > > > My settings are as follows: > > > > LogModule: Syslog > > LogModule::SysLog::Facility: user > > LogModule::SysLog::Charset: iso-8859-1 > > LogModule::LogFile: /var/log/otrs.log > > LogModule::LogFile::Date: No > > LogSystemCacheSize: 4096 > > (this last is greyed out) > > It seems you are using OTRS 2.3, 4k. OTRS 2.4 is 32k. > > > My questions are: > > > > 1) Can I retrieve the Syslog/log file to see the logged entries? > > The SysLog files of you system should be located under /var/log/ messages or something like that. Just ask your sys admin. > > > 2) Can I make a change so that the log shows more than 32k of logged messages? > > Change LogSystemCacheSize, but I do not recommend to use more the 32k. If you want to retrive older logs, just use SysLog logs. > > -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] System log
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=111 On Aug 14, 2009, at 12:45 , Lev Davidovich wrote: In the Admin InterfaceI tried to change LogSystemCacheSize to 32000 and now I can't log on to OTRS and am getting the error message below. Can someone please help as a matter of urgency? Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, line 4. Thanks a lot From: Martin Edenhofer To: User questions and discussions about OTRS. Sent: Friday, 14 August, 2009 11:09:24 Subject: Re: [otrs] System log Hi Lev, On Aug 14, 2009, at 11:35 , Lev Davidovich wrote: > Yes I have visited Admin Interface -> SysConfig -> Framework -> Core::Log -> LogModule > > My settings are as follows: > > LogModule: Syslog > LogModule::SysLog::Facility: user > LogModule::SysLog::Charset: iso-8859-1 > LogModule::LogFile: /var/log/otrs.log > LogModule::LogFile::Date: No > LogSystemCacheSize: 4096 > (this last is greyed out) It seems you are using OTRS 2.3, 4k. OTRS 2.4 is 32k. > My questions are: > > 1) Can I retrieve the Syslog/log file to see the logged entries? The SysLog files of you system should be located under /var/log/ messages or something like that. Just ask your sys admin. > 2) Can I make a change so that the log shows more than 32k of logged messages? Change LogSystemCacheSize, but I do not recommend to use more the 32k. If you want to retrive older logs, just use SysLog logs. -Martin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
