[otrs] 'Close' ticket to customer when change queue
Hi We have a scenario, where we will use OTRS in a small company. We invoice every fortnight, and would like to use the mechanism of changing a queue from one the customer sees, to our 'Invoicing' queue as closure. Is this possible? There could be a scenario whereby a ticket moves queue 2 weeks ahead of it being invoiced (and then properly closed) and don't want the customer to think it's taken so long to resolve his issue! It would be ideal to trigger an email to them once we move the ticket from the support queue in this way. Thanks for your ideas Neil- 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 Stats : Understanding response and resolution time
Hi there, For those running into the same issue, I found out you have to set the escalation times to something else than 0 in the queue configuration screen. Else the solution times are not set and hence useless. I haven't found the way to make the response time stats work but I don't need those anyway. Sincerely, JVB - 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] New message! alert is gone...
Hi We recently updated our OTRS from 2.3.5 to 2.4.7. Since this upgrade the alert You have 1 new message(s) is no longer shown, even if there is 1 message in the New messages folder. Further more, the red New message! text doesn't shop up either. Our problem seems to be similar to the following mail: http://www.mail-archive.com/otrs@otrs.org/msg26394.html What has to be done in order to get those alerts back? Thanks for your help. Kind Regards Raphael Thoma - 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] Generic Emails
Sending generic email isn't necessary if you use ldap password. But customers must know their ldap pass :-( I don't know if there is a solution for you within OTRS. Le 15/03/2010 22:38, Deniz Rende a écrit : They are not in LDAP currently, but how is creating an ldap password going to help me with the generic email template? On Mon, Mar 15, 2010 at 3:07 AM, Guillaume Rehm guillaume.r...@bnu.fr mailto:guillaume.r...@bnu.fr wrote: Are you store your customers account in an ldap directory ? In this case, you can use there ldap password. Le 12/03/2010 17:27, Deniz Rende a écrit : Actually, we are creating the accounts for them, we removed the ability of people signing up. Is there any other method of doing this? We can of course send mails manually but I was wondering if there is a method within otrs. On Fri, Mar 12, 2010 at 10:09 AM, Guillaume Rehm guillaume.r...@bnu.fr mailto:guillaume.r...@bnu.fr wrote: Hi, If your customers use customer interface to create accounts, you can change the email template here: SysConfig - Framework - Frontend::Customer - CustomerPanelBodyNewAccount: Le 11/03/2010 22:07, Deniz Rende a écrit : Hello - I was wondering if is there any option to set up a generic email template within otrs for a newly created customer account. For example, a welcome email template that would be sent whenever an account is created? Thanks... -- Deniz Rende E-mail: deniz.re...@gmail.com mailto:deniz.re...@gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog - 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/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail:guillaume.r...@bnu.fr mailto:guillaume.r...@bnu.fr web:http://www.bnu.fr - 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/ -- Deniz Rende E-mail: deniz.re...@gmail.com mailto:deniz.re...@gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog - 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/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail:guillaume.r...@bnu.fr mailto:guillaume.r...@bnu.fr web:http://www.bnu.fr - 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/ -- Deniz Rende E-mail: deniz.re...@gmail.com mailto:deniz.re...@gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog - 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/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070
Re: [otrs] Change Ticket State on Customer E-Mail Reply
Hello,
i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
closed if a customer answers.
How i Test it:
- I create a Mail ticket, send it to the customer with the state closed
- The customer replies to this email and the ticket still remains closed
- but do get a email notification that the customer answered to the ticket.
Any idea how i can debug this?
otrs:/var/www/otrs/Kernel# grep -R FollowUpState *
Config/Files/Ticket.xml:ConfigItem Name=PostmasterFollowUpState
Required=1 Valid=1
Config/Files/Ticket.xml:ConfigItem
Name=PostmasterFollowUpStateClosed Required=0 Valid=0
Config/Files/ZZZAAuto.pm:delete $Self-{'PostmasterFollowUpStateClosed'};
Config/Files/ZZZAAuto.pm:$Self-{'PostmasterFollowUpState'} = 'open';
Config/Files/ZZZAuto.pm:$Self-{'PostmasterFollowUpStateClosed'} = 'closed';
Config.pm: $Self-{'PostmasterFollowUpState'} = 'open';
Config.pm: $Self-{'PostmasterFollowUpStateClosed'} = 'open';
System/PostMaster/FollowUp.pm:my $State =
$Self-{ConfigObject}-Get('PostmasterFollowUpState') || 'open';
System/PostMaster/FollowUp.pm:
$Self-{ConfigObject}-Get('PostmasterFollowUpStateClosed')
System/PostMaster/FollowUp.pm:$State =
$Self-{ConfigObject}-Get('PostmasterFollowUpStateClosed');
Cheers,
Mario
On Wed, Dec 30, 2009 at 6:58 PM, ml ml mliebher...@googlemail.com wrote:
Hi,
i have set:
ZZZAAuto.pm:$Self-{'PostmasterFollowUpState'} = 'open';
ZZZAuto.pm:$Self-{'PostmasterFollowUpStateClosed'} = 'open';
but if i reply to a closed ticket then the ticket still remains closed :-/
Any idea why it wont change the state to open?
Cheers,
Mario
p.s. this is otrs 2.4.5
On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
nils.leid...@leidex.net wrote:
Hi,
On 29.11.2009, at 17:32, ml ml wrote:
the PostmasterFollowUpState is already set to open. Is this the
option you meant?
yes.
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
https://webint.cryptonode.de / a Fractal project
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Re: [otrs] Postmaster filter: how to do not = or ...
Hi, this will exclude too much. ^[^FW] means: - beginning of line - every character that is not F or W what you'd want is probably: ^[^F][^W] Another option would be to use negative lookaheads/lookbehinds of Perl's regular expressions. Best regards, Martin Gruner Am Montag, 1. März 2010 22:24:41 schrieb Nils Leideck - ITSM: Hi, On 01.03.2010, at 17:07, Martignier, Philippe wrote: I have to implement filters where the subject is not egal to FW: How can I do that with the postmaster filter menu in the admin menu? I tried : and ! but it does not work, what is the expression need to say not = ? not tested but it could work with ^[^FW] while FW is at the beginning of the subject line. Nils Leideck -- Martin Gruner Customer Development OTRS AG Europaring 4 94315 Straubing Deutschland T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg Amtsgericht: Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer Treffen Sie ((otrs)) auf dem IIR Service Desk Forum in Mainz und erfahren Sie vom 24.-25. November 2009 mehr über OTRS an Stand 12! - 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] test
test - 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] New message! alert is gone...
Hey Martin
Thanks for your response. Please find my feedback below:
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 ;-)
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.
Best regards
Raphael Thoma
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[otrs] upgrade issue - no tickets displayed anymore
Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson - 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] 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?
inline: Screen shot 2010-03-16 at 12.14.46.png
Thanks for feedback!
-Martin-
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[otrs] Upgrade issue to 2.4
Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson - 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] GenericAgent - Sending E-mails
Hi to everyone, I was simply curious to know how to send an e-mail within a GenericAgent job. I searched over the Internet but I haven't find much information about it... We must send an e-mail to the agents only for notifying that a ticket had no action taken from a certain number of time (looking at the creation time) It can be both CMD or Module but I was more curious to know how to make it with a Module, using the already existing modules. Thank you in advance! Danny B. _ Accès direct à Messenger depuis votre téléphone http://go.microsoft.com/?linkid=9712962- 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] New message! alert is gone...
Hey Martin Because we use OTRS in our daily work we are unable to wait for 2.5 or 3.0 ;-) Ok, I understand! :) Is there already a planned release date (Q? 2010) for those new versions? 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? In General I think this would cover our needs - in general. First of all I have to say, that we work with 2.4.x since this morning. So we aren't really common with the new dashboard functionalities and how to use those. This means that we always worked with the alert-notification indicating new tickets and not with the symbols on the top right corner. The alert-text was an eye-catcher which immediately indicated that there is a new follow-up (or message). The icons on the top right look the same - it doesn't matter if there is no new ticket or it contains 10 new tickets. So it's more difficult for an agent to recognize that there are new follow ups. Back to the dashboard: some of our queues are full of new/open tickets which all are displayed in the dashboard lists. So a filter functionality in the dashboard would be very useful for us. Please let me know if you require any further feedback. Regards Raphael Thoma - 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] Help - Raw queue filling itself up every minute
Hi, I have otrs 2.4.7 and the raw queue for the administrator is filling itself up every 1 minute with mail delivery failed returning message to sender Emailing to other queues seems unaffected. What would be the reason for these messages? and how can i stop them? Any help appreciated ! thanks. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. # Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] upgrade issue - no tickets displayed anymore
Did you upgrade OTRS with targz or RPM ? I have upgraded with RPM and some files wasn't put in directory with the good name (because hand modification). So, ajax lookfeel was bugy. I delete old previous version and put newest files. And now it works. Hope this help. Le 16/03/2010 12:17, Gator SLP a écrit : Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson - 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/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.r...@bnu.fr web: http://www.bnu.fr - 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 issue - no tickets displayed anymore
Hello, Thansk for reply. Can you be a bit more specific as to what steps you took to resolve. What files did you replace. All i can find is that the theme's are not supported from 2.3 to 2.4 so i set theme to standard but that has not fixed issue. still getting empty tickets. i also removed the AgentTicketQueue.pm and replaced it. That gave me the ticket frames but no contents within each ticket are shown. Must be something else that needs renewed. thanks for any help. On Tue, Mar 16, 2010 at 12:17 PM, Gator SLP nad...@gmail.com wrote: Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson - 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 issue - no tickets displayed anymore
Normally, if you upgrade by RPM files, you have a report after rpm -Uvh and you have list of warnings. An other way is to delete all /opt/otrs/Kernel/Output/HTML files and to copy it from tar ball. But you will lost all your theme modifications. Not settings. Le 16/03/2010 16:28, Gator SLP a écrit : Hello, Thansk for reply. Can you be a bit more specific as to what steps you took to resolve. What files did you replace. All i can find is that the theme's are not supported from 2.3 to 2.4 so i set theme to standard but that has not fixed issue. still getting empty tickets. i also removed the AgentTicketQueue.pm and replaced it. That gave me the ticket frames but no contents within each ticket are shown. Must be something else that needs renewed. thanks for any help. On Tue, Mar 16, 2010 at 12:17 PM, Gator SLP nad...@gmail.com mailto:nad...@gmail.com wrote: Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson - 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/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.r...@bnu.fr web: http://www.bnu.fr - 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] Error when creating a ticket or article
Hi all. After updating to 2.4.7 I get set of strange errors when trying to create a new ticket or article. First of all I get the prompt Open index.pl (You want to download the following file...) as if the mime type .pl wasn't defined. The delivered file is empty though, which explains why the file type isn't recognized. From time to time (can't find the regularity here, though I guess there is one), there's the following error message instead: Can't use string (10) as an ARRAY ref while strict refs in use at /opt/otrs//Kernel/System/Ticket/Event/TimeUpdate.pm line 88. Oddly enough the ticket/article is properly created. Any hints? Greets, Daniel - 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 issue - no tickets displayed anymore
Ok, i replaced the entire HTML folder and i still am no further. Please see screenshot of whats occuring http://img175.imageshack.us/img175/249/ticketissue.jpg Appreciate the help so far. thanks for any help. Neil On Tue, Mar 16, 2010 at 6:03 PM, Gator SLP nad...@gmail.com wrote: Hello, On Tue, Mar 16, 2010 at 4:56 PM, Guillaume Rehm guillaume.r...@bnu.frwrote: Normally, if you upgrade by RPM files, you have a report after rpm -Uvh and you have list of warnings. An other way is to delete all /opt/otrs/Kernel/Output/HTML files and to copy it from tar ball. But you will lost all your theme modifications. Not settings. Le 16/03/2010 16:28, Gator SLP a écrit : Hello, Thansk for reply. Can you be a bit more specific as to what steps you took to resolve. What files did you replace. All i can find is that the theme's are not supported from 2.3 to 2.4 so i set theme to standard but that has not fixed issue. still getting empty tickets. i also removed the AgentTicketQueue.pm and replaced it. That gave me the ticket frames but no contents within each ticket are shown. Must be something else that needs renewed. thanks for any help. On Tue, Mar 16, 2010 at 12:17 PM, Gator SLP nad...@gmail.com wrote: Hello friends, today on our test system i tried to upgrade OTRS. i went from ITSM Core 1.2.2 to 1.2.3 using the packet manager. Then i installed OTRS 2.4.7. Restarted OTRS. went back to packet manager and it now allowed me to upgrade all packages to 1.3.2 (general catalog, itsm core, and addtional packages). Did another restart of otrs. Now when i log in i have the new dashboard which shows the brief display of the tickets but when i go to any of our queues or click on any ticket from the dashboard i see nothing. I just have the queue at the top and a blank display below. Appreciate any help or ideas as to whats gone wrong, im unable to find anything in support doc's, hence why i ask for your experience and knowledge. Neil Simpson - 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/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.r...@bnu.fr web: http://www.bnu.fr - 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] Notifications' triggers
Hi guys I've almost finished the test deployment of OTRS in our company, but there's still something that I must be missing because I don't get how exactly the notification system works. I'm sure that the replies to my questions are quite obvious but I didn't find any clue in the documentation, so here I am: I understand that any user (agent/customer) can choice which events are of such interest for him to have a notification about that sent to his mail address, that this is accomplished through the preferences pane of each user and that the text of notifications is editable in the notifications area of the admin panel. However, in the preferences I can only enable notifications for New ticket, follow up, ticket lock timeout, move, while in the notifications I see lots of other messages that are never triggered. Moreover, the documentation says that the notification name is composed of the language, the recipient, and an id, so for example en::Agent::Move is the notification used sent to an english agent when a ticket is moved in one of his queues. But I can't find no customer notification in the admin area - these are all in the form *::Agent::* . Is that normal? What do I need to edit to change customer's notifications? And, the last question. Is there a way to set the default notifications enabled for newly created users? Many thanks in advance. -- Claudio Tassini - 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] Back end customers from a read-only Oracle?
We're currently using MySQL for our internal database with OTRS. However we have an existing Oracle database which contains our customers. Is it possible to pull customer data from a read-only Oracle table? For example a customer calls in, gives us their CustomerID. Our agents then enter that CustomerID into OTRS, and using our Oracle tables, it can pull the name and email address? Thanks! - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] make freetext mandatory depending on the theme chosen
Hello there! I have a question about freetext and themes that hopefully some of you guys will answer: Is it possible to make mandatory a freetext for a given theme and optional for others? We'd like to have a single OTRS as the service desk application available for several areas, each area using different freefields. Any comment is greatly appreciated. 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/
[otrs-de] Config Item Verknüpfung ändern
Hallo, ich versuche eine Verknüpfung von einem Config Item zu ändern. Leider werden die Verknüpfungen nur neu hinzugefügt. Hintergrund: Habe ein Gerät mit einer Location verknüpft, welche sich jetzt geändert hat. Bin für alle Hinweise dankbar. Mit freundlichen Grüßen Stephan Albern OTRS 2.4.5 / ITSM 1.3.2 MySQL 5.0.67 Perl 5.10.1 Win 2003 - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Config Item Verknüpfung ändern
Hallo Stephan, einfach die bestehende Verknüpfung löschen, und dann die Verknüpfung mit der neuen Location anlegen. Im entsprechenden Config-Item auf Link/Verknüpfen klicken, dann oben in der Navigation auf Delete/Löschen um die bestehende Verknüpfung zu löschen. Gruss--GERD-- On Tuesday 16 March 2010 11:32:22 am Stephan Albern wrote: Hallo, ich versuche eine Verknüpfung von einem Config Item zu ändern. Leider werden die Verknüpfungen nur neu hinzugefügt. Hintergrund: Habe ein Gerät mit einer Location verknüpft, welche sich jetzt geändert hat. Bin für alle Hinweise dankbar. Mit freundlichen Grüßen Stephan Albern OTRS 2.4.5 / ITSM 1.3.2 MySQL 5.0.67 Perl 5.10.1 Win 2003 -- /\ | Gerd König | - Service Manager IT - | | TRANSPOREON GmbH | Magirus-Deutz-Str. 16 | DE - 89077 Ulm | | Tel: +49 [0]731 16906 106 | Fax: +49 [0]731 16906 99 | koe...@transporeon.com | www.transporeon.com | \/ TTRANSPOREON GmbH, District Court Ulm, HRB 722056, Directors: Peter Förster, Roland Hötzl, Martin Mack, Marc-Oliver Simon - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] Neuer User: Windows-Installation / keine Anmeldung moeglich
Hallo! Ich soll OTRS auf seine Eignung testen und bald vorstellen. Die Installation der aktuellen Windows-Version habe ich weitgehend unveraendert vorgenommen. System: Windows 2008 R2 Server mit allen Patches, Memberserver einer Windows-2003-Domane (AD). Das Root-Passwort habe ich im Rahmen der Installation mangels Kenntnis wo ich es setzen kann leer gelassen (da nur Abfrage dieses Kennwortes erfolgt, keine Option zum Setzen eines Passwortes), dem DB-User habe ich aber ein Kennwort gegeben. Eine E-Mail-Adresse fuer Benachrichtigungen habe ich auch eingetragen, ebenso den Server- namen (FQN). Ich kann die Admin-Oberflaeche lokal wie auch von anderen Rechnern in der Domaene aufrufen, doch die Anmeldung mit root, r...@localhost, r...@[servername] scheitert, weil das Passwort falsch sei. Wie gesagt wird bei der Installation keine Moeglichkeit geboten, ein Kennwort zu vergeben; das wollte ich nun erst aendern. Also habe ich das Passwortfeld immer leer gelassen. Der Test ueber die Passwortruecksetzungsoption zeigt, dass es den User r...@localhost gibt. Eine Mail sei verschickt worden - aber da muss ich auch noch weitere Einstellungen treffen. Was muss ich noch wo einstellen? Letztlich soll es dann sowieso nur noch wenige lokale Konten geben, ansonsten aber auf das Active Directory fuer die Authentifizierung zurueckgegriffen werden. Doch um fuer r...@localhost ein Passwort setzen zu koennen, muss ich mich ja erst einmal an OTRS anmelden koennen. Was also muesste ich noch wo machen? Danke! Gruß Bernd Leutenecker - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Neuer User: Windows-Installation / keine Anmeldung moeglich
Hallo, das Standard-Passwort für den Benutzer r...@localhost lautet root. Gruß Peter Leutenecker, Bernd schrieb: Hallo! Ich soll OTRS auf seine Eignung testen und bald vorstellen. Die Installation der aktuellen Windows-Version habe ich weitgehend unveraendert vorgenommen. System: Windows 2008 R2 Server mit allen Patches, Memberserver einer Windows-2003-Domane (AD). Das Root-Passwort habe ich im Rahmen der Installation mangels Kenntnis wo ich es setzen kann leer gelassen (da nur Abfrage dieses Kennwortes erfolgt, keine Option zum Setzen eines Passwortes), dem DB-User habe ich aber ein Kennwort gegeben. Eine E-Mail-Adresse fuer Benachrichtigungen habe ich auch eingetragen, ebenso den Server- namen (FQN). Ich kann die Admin-Oberflaeche lokal wie auch von anderen Rechnern in der Domaene aufrufen, doch die Anmeldung mit root, r...@localhost, r...@[servername] scheitert, weil das Passwort falsch sei. Wie gesagt wird bei der Installation keine Moeglichkeit geboten, ein Kennwort zu vergeben; das wollte ich nun erst aendern. Also habe ich das Passwortfeld immer leer gelassen. Der Test ueber die Passwortruecksetzungsoption zeigt, dass es den User r...@localhost gibt. Eine Mail sei verschickt worden - aber da muss ich auch noch weitere Einstellungen treffen. Was muss ich noch wo einstellen? Letztlich soll es dann sowieso nur noch wenige lokale Konten geben, ansonsten aber auf das Active Directory fuer die Authentifizierung zurueckgegriffen werden. Doch um fuer r...@localhost ein Passwort setzen zu koennen, muss ich mich ja erst einmal an OTRS anmelden koennen. Was also muesste ich noch wo machen? Danke! Gruß Bernd Leutenecker - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
