[otrs] Link already exists between these two objects in opposite direction Error while running DBUpdate-to-2.3.pl
Hi, I'm trying to upgrade our OTRS 2.2.6 to the latest 2.3.3. When I ran the DBUpdate-to-2.3.pl script in the UPGRADING instructions, I got the following error: ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Mon Nov 17 23:06:49 2008 Message: Link already exists between these two objects in opposite direction! Traceback (11006): Module: main::LinkAdd (v1.20) Line: 527 Module: main::MigrateLinkObject (v1.20) Line: 389 Module: ./DBUpdate-to-2.3.pl (v1.20) Line: 100 What does this mean? How do I fix this? Can it be ignored? Any help would be appreciated. -Chris ___ 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] R: TicketType on reply
If you want to force your agents to fill the ticket type before closing, IMHO
the best things is to use ACL.
Add something like this to your Config.pm to disable the closing states for
tickets without defined type (which means type=default, usually).
# ticket acl
$Self->{TicketAcl}->{'Force Type'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Type => ['default'],
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
State => ['new', 'open', 'pending reminder'],
},
# possible action options
Action => {
AgentTicketLock => 1,
AgentTicketZoom => 1,
AgentTicketClose => 0,
AgentTicketPending => 1,
AgentTicketNote => 1,
AgentTicketHistory => 1,
AgentTicketPriority => 1,
AgentTicketFreeText => 1,
AgentTicketHistory => 1,
AgentTicketCompose => 1,
AgentTicketBounce => 1,
AgentTicketPrint => 1,
AgentTicketForward => 1,
AgentTicketPrint => 1,
AgentTicketPhone => 1,
AgentTicketPhoneOutbound => 1,
AgentTicketCustomer => 1,
AgentTicketMove => 1,
AgentTicketOwner => 1,
AgentTicketResponsible => 1,
AgentTicketWatcher => 1,
AgentLinkObject => 1,
},
},
};
-Messaggio originale-
Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Laurent Minost
Inviato: lunedì 17 novembre 2008 18.56
A: User questions and discussions about OTRS.
Cc: Mohamed Bouhlel
Oggetto: Re: [otrs] TicketType on reply
Hi Aris,
Sure : when you reply to a ticket, you click on "Compose Answer (email):
" Compose button (or link depending on your OTRS configuration) on the bottom
right side of the screen.
Then you can enter your answer and other standard details like any MUA :
From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you
use it some customized Free Text Fields ...
What I tried to achieve is to add the Type field in this form (the same one
that you can see when clicking on "Free Fields" link when Zooming on a ticket),
so I will be able to enter information about the TicketType/Category when
replying to customers. The main purpose of this is to "force" agents to fill
this field, the best would be to be able to configure it as mandatory or not
(like some others OTRS parameters).
Don't hesitate to tell me if you need more informations.
Thanks.
Laurent MINOST
Aris Czamanske a écrit :
> Could you give some more detail, or an example?
> Regards,
> Aris
>
>
>
>
> - Original Message
> From: Laurent Minost <[EMAIL PROTECTED]>
> To: User questions and discussions about OTRS.org
> Cc: Mohamed Bouhlel <[EMAIL PROTECTED]>
> Sent: Monday, November 17, 2008 10:41:28 AM
> Subject: [otrs] TicketType on reply
>
> Hi,
>
> Anyone knows if there is a way to specify the Ticket Type when
> replying to a ticket (Compose) please ?
> I was able to specify some FreeFields there but not for the Type field
> that seems to be managed differently/internally by OTRS.
>
> Thanks by advance for your replies.
> BR,
>
> Laurent MINOST
> ___
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Re: [otrs] otrs raw queue and customer "company tickets"
Hello, Could yo please share how you managed to resolve it? 2008/11/18 Sam Ami <[EMAIL PROTECTED]> > OK customerID issue resolved... > > > > > -- Forwarded message -- > From: Sam Ami <[EMAIL PROTECTED]> > Date: Tue, Nov 18, 2008 at 11:00 AM > Subject: otrs raw queue and customer "company tickets" > To: otrs@otrs.org > > > So the problem is that if a user (all users have LDAP accounts) emails > into the OTRS, the OTRS customerID is set as there email address. > > If the same user uses the customer interface, the customerID is set to > 513 (the users LDAP primary group ID), so all users logging into the > customer interface will get a customerID od 513. > > Is there any way to make this work so emailing into the OTRS "and" > setting tickets via the customer interface all end up in the customer > interface "company tickets" view ? > > > > > -- Forwarded message -- > From: Sam Ami <[EMAIL PROTECTED]> > Date: Mon, Nov 17, 2008 at 11:12 AM > Subject: otrs raw queue and customer "company tickets" > To: otrs@otrs.org > > > hi all > > we are moving away from a email only otrs setup for customer to the > full customer web interface. > > is there any way to integrate the raw queue if customers decide to > email a request with there "company tickets" view ? > > currently, if a customer emails a request into the otrs, the request > is not visible in there "company tickets" > > any suggestions ? > ___ > 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] Exchange POP3S support
Hello everyone. I am working for first time with otrs and try to implement it for my company. We are evaluating the functionality and stuck working with POP3S connecting Microsoft exchange. The below bug fix saying it was fixed and its not working for me. http://bugs.otrs.org/show_bug.cgi?id=3251 I read the code POP3S.pm, could not able to find any clue Does anyone knows POP3S is working with Excahnge? Regards, --Ravi Kiran. ___ 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] change the default "Next state"
I have two questions... 1. How do I change the default "Next state" for the customer ticket to "Open" and not "Closed Successfully" ? 2. How do I change the default sort order for the Customers "Company Tickets" to oldest first (oldest at the top) ? Regards ___ 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] otrs raw queue and customer "company tickets"
OK customerID issue resolved... -- Forwarded message -- From: Sam Ami <[EMAIL PROTECTED]> Date: Tue, Nov 18, 2008 at 11:00 AM Subject: otrs raw queue and customer "company tickets" To: otrs@otrs.org So the problem is that if a user (all users have LDAP accounts) emails into the OTRS, the OTRS customerID is set as there email address. If the same user uses the customer interface, the customerID is set to 513 (the users LDAP primary group ID), so all users logging into the customer interface will get a customerID od 513. Is there any way to make this work so emailing into the OTRS "and" setting tickets via the customer interface all end up in the customer interface "company tickets" view ? -- Forwarded message -- From: Sam Ami <[EMAIL PROTECTED]> Date: Mon, Nov 17, 2008 at 11:12 AM Subject: otrs raw queue and customer "company tickets" To: otrs@otrs.org hi all we are moving away from a email only otrs setup for customer to the full customer web interface. is there any way to integrate the raw queue if customers decide to email a request with there "company tickets" view ? currently, if a customer emails a request into the otrs, the request is not visible in there "company tickets" any suggestions ? ___ 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] Duplicated Tickets
Hello everyone. I am working for first time with otrs. I implemented it for my company, and almost everything is great. Almost, because some times and until now aleatory, when i create a ticket otrs creates a duplication. Does anyone knows why this is happening? Regards, Yrving ¡Todo sobre Amor y Sexo! La guía completa para tu vida en Mujer de Hoy. http://mx.mujer.yahoo.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] otrs raw queue and customer "company tickets"
So the problem is that if a user (all users have LDAP accounts) emails into the OTRS, the OTRS customerID is set as there email address. If the same user uses the customer interface, the customerID is set to 513 (the users LDAP primary group ID), so all users logging into the customer interface will get a customerID od 513. Is there any way to make this work so emailing into the OTRS "and" setting tickets via the customer interface all end up in the customer interface "company tickets" view ? -- Forwarded message -- From: Sam Ami <[EMAIL PROTECTED]> Date: Mon, Nov 17, 2008 at 11:12 AM Subject: otrs raw queue and customer "company tickets" To: otrs@otrs.org hi all we are moving away from a email only otrs setup for customer to the full customer web interface. is there any way to integrate the raw queue if customers decide to email a request with there "company tickets" view ? currently, if a customer emails a request into the otrs, the request is not visible in there "company tickets" any suggestions ? ___ 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] TicketType on reply
Hi Aris, Sure : when you reply to a ticket, you click on "Compose Answer (email): " Compose button (or link depending on your OTRS configuration) on the bottom right side of the screen. Then you can enter your answer and other standard details like any MUA : From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you use it some customized Free Text Fields ... What I tried to achieve is to add the Type field in this form (the same one that you can see when clicking on "Free Fields" link when Zooming on a ticket), so I will be able to enter information about the TicketType/Category when replying to customers. The main purpose of this is to "force" agents to fill this field, the best would be to be able to configure it as mandatory or not (like some others OTRS parameters). Don't hesitate to tell me if you need more informations. Thanks. Laurent MINOST Aris Czamanske a écrit : Could you give some more detail, or an example? Regards, Aris - Original Message From: Laurent Minost <[EMAIL PROTECTED]> To: User questions and discussions about OTRS.org Cc: Mohamed Bouhlel <[EMAIL PROTECTED]> Sent: Monday, November 17, 2008 10:41:28 AM Subject: [otrs] TicketType on reply Hi, Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS. Thanks by advance for your replies. BR, Laurent MINOST ___ 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] TicketType on reply
Could you give some more detail, or an example? Regards, Aris - Original Message From: Laurent Minost <[EMAIL PROTECTED]> To: User questions and discussions about OTRS.org Cc: Mohamed Bouhlel <[EMAIL PROTECTED]> Sent: Monday, November 17, 2008 10:41:28 AM Subject: [otrs] TicketType on reply Hi, Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS. Thanks by advance for your replies. BR, Laurent MINOST ___ 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] TicketType on reply
Hi, Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS. Thanks by advance for your replies. BR, Laurent MINOST ___ 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
