[otrs] OTRS system suddenly get down anytime
Hello allI have problem that, sometimes my OTRS system suddenly gets down, giving "500 internal server error"error.For this, I simply restart IIS server and then it starts again. I am using IIS7.What could be the possible reasons? How to do root cause analysis ?Also tell me which module I should use for OTRS in IIS under 'Handler Mapping'- Cgimodule or ISAPIModule ? Currently I am using ISAPI.Thanks a lot for your response...Regards-Pradumna Maheshwari=-=-=Notice: The information contained in this e-mailmessage 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
Re: [otrs] Postmaster filter: merge tickets by header
If the subject of the email contains a properly formatted TicketID block: for example: [Ticket#201012081014] , it will assign the article to the ticket. As I see from the PostMaster Headers, there is no other way to set a ticket number in the header, neither via direct assignment nor via PostMasterFilter. You'd have to have the ticket number in order to assign the new emails to the ticket. Other options are: Note Internal or External and Copy/Paste. or Log into the ticket Admin and zoom the ticket Compose a Reply to yourself with a blank body when you receive the email, reply to it with the other email as attachment or inline, one at a time or all at once. or somehow use a procmail or other pre-filter that puts the ticket number in the subject based upon your header or change the PostMasterFilter code to look at your header information for ticket number On Thu, Dec 9, 2010 at 1:52 AM, jan.dre...@bertelsmann.de wrote: Hi, I would like to convert incoming mails into articles of the same ticket. Example: Mail A, B, C all contain the same unique ID in their header. I wish to merge all these mails into the same ticket as different articles. I’m able to define the format the unique ID; so it’s possible to use it as ticket ID, if needed. Is that possible or do we have to modify the Postmaster Filter script for that? I found no clue in the docs for defining/changing the Ticket ID with Postmaster filter. Mit freundlichen Grüßen Jan Dreyer IT-Administrator Document Management | Enterprise Technologies, D-IT5 Information Technology Services | D-IT ___ *arvato distribution GmbH* Friedrich-Menzefricke-Str. 16-18 | 33775 Versmold | Germany http://www.arvato-services.com e-mail: jan.dre...@bertelsmann.de fon: +49 5241 80-89032 fax: +49 5241 80-41866 mobil: +49 172 2414689 *arvato distribution GmbH * Sitz Harsewinkel | Amtsgericht Gütersloh HRB 2200 | Geschäftsführung: Ralf Bierfischer, Frank Schirrmeister, Eckhard Südmersen, Dr. Thorsten Winkelmann, Stephan Schierke __ Diese E-Mail und eventuelle Anlagen können vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet __ This e-mail and any attachments may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is forbidden. Bitte denken Sie über Ihre Verantwortung gegenüber der Umwelt nach, bevor Sie diese E-Mail ausdrucken! 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 - 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] Queue moves in history
Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars - 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] How to change the server
Hi all My otrs server's platform is Windows XP. I plan to change it to other server because I did many testing of applications in this server. I worry that this server will be unstable. Would you please give me procedure to change the server while keeping existing configuration and data? I really appreciate any body who helps me. Salam Rudi - 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] Archiving HowTo?
Hi Mik, Did somebody help you? I would like to know about this option, too. Lars From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mikola Rose Sent: Tuesday, November 30, 2010 2:08 AM To: otrs@otrs.org Subject: [otrs] Archiving HowTo? Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik - 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] Archiving HowTo?
Lars Jørgensen wrote : Did somebody help you? I would like to know about this option, too. Hi, please see : http://forums.otrs.org/viewtopic.php?f=53t=6966p=27458 (SysConfig = Ticket::ArchiveSystem) Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 - 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] What's the difference between editting config.pm or the Sysconfig in the admin part of the OTRS system?
Hi Erik, SysConfig is the preferred way to configure OTRS. But some settings, like the LDAP integration can't be done there (yet), and have to be typed into Config.pm. Config.pm always overrules anything else. Changes made in SysConfig shows up in Kernel/Config/Files/ZZZAuto.pm Lars -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Erik van Ast Sent: Friday, December 03, 2010 10:28 AM To: otrs@otrs.org Subject: [otrs] What's the difference between editting config.pm or the Sysconfig in the admin part of the OTRS system? Hi all, I still have problems configuring LDAP with OTRS (all my AD members are now customer and I want only members of an AD group to be able to log in as customer) and now I found that many settings can be configured through the Sysconfig when I log on as OTRS Admin. When I change these settings however I see nothing changed in the config.pm. Are those settings saved elsewhere and which settings are most important (which setting overrule the other?) the config.pm settings or the settings configured in the Sysconfig part?? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik - 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] Archiving HowTo?
Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527 Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn’t find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik - 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 ((enjoy)) -- Christopher T. Kuhn - 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] Queue moves in history
The bar at the right tells you the Queue it's in, doesn't it? On Thu, Dec 9, 2010 at 8:17 AM, Lars Jørgensen i...@gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars - 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] How to change the server
What operating system will you move it to? If it's still Windows, you should be able to run the installer of the same release, then backup old and restore to new. On Thu, Dec 9, 2010 at 8:14 AM, Ferdinandus Rudijanto frudija...@yahoo.comwrote: Hi all My otrs server's platform is Windows XP. I plan to change it to other server because I did many testing of applications in this server. I worry that this server will be unstable. Would you please give me procedure to change the server while keeping existing configuration and data? I really appreciate any body who helps me. Salam Rudi - 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] Erros in configuring SMTP in OTRS
I just installed OTRS on a Centos 5.5 server, and am getting a few errors when trying to get email configured: Software error: Can't locate object method autoflush via package Net::SMTP::SSL at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/IO/Socket.pm line 44. For help, please send mail to the webmaster (r...@localhost), giving this error message and the time and date of the error. Here is the output of CheckModules.pl: -bash-3.2# ./otrs.CheckModules.pl o CGIok (v3.50) o Crypt::PasswdMD5...ok (v1.3) o CSS::Minifier..ok (v0.01) o Date::Format...ok (v2.24) o Date::Pcalcok (v1.2) o DBIok (v1.609) o DBD::mysql.ok (v4.014) o Digest::MD5ok (v2.36) o Digest::SHA::PurePerl..ok (v5.48) o Encode::HanExtra...Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.Not installed! (Optional - Required for stats) o GD::TextNot installed! (Optional - Required for stats.) o GD::Graph...Not installed! (Optional - Required for stats.) o GD::Graph::linesNot installed! (Optional - Required for stats.) o GD::Text::Align.Not installed! (Optional - Required for stats.) o IO::Scalar.ok (v2.110) o IO::Wrap...ok (v2.110) o JavaScript::Minifier...ok (v1.05) o JSON...ok (v2.27) o JSON::PPok (v2.27008) o JSON::XSok (v2.3) o LWP::UserAgent.ok (v5.834) o Mail::Internet.ok (v2.07) o Mail::POP3Client...ok (v2.18 ) o IO::Socket::SSL.ok (v1.01) o MIME::Base64...ok (v3.07) o MIME::Toolsok (v5.428) o ModPerl::Util..ok (v2.04) o Apache::DBI.Not installed! (Optional - Improves performance on Apache webservers with mod_perl by establishing persistent database connections.) o Apache2::Reload.ok (v0.11) o Net::DNS...ok (v0.59) o Net::POP3..ok (v2.28) o Net::IMAP::Simple..ok (v1.2017) o Net::IMAP::Simple::SSL..ok (v1.3) o Net::SMTP..ok (v2.29) o Authen::SASLok (v2.15) o Net::SMTP::SSL..ok (v1.01) o Net::SMTP::TLS..ok (v0.12) o Net::LDAP..Not installed! (Optional - Required for directory authentication.) o PDF::API2..Not installed! (Optional - Required for PDF output.) o Compress::Zlib..ok (v2.024) o SOAP::Lite.Not installed! (Optional - Required for the SOAP interface.) o Text::CSV..ok (v1.20) o Text::CSV_PPok (v1.28) o Text::CSV_XSNot installed! (Optional - Optional, install it for faster CSV handling.) o XML::Parserok (v2.34) -bash-3.2# - 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] Ticket State and Owner
Thanks Shrikant, There is only one place for TicketOwnerUpdate under Ticket::EventModulePost###140-ResponsibleAutoSet. But that doesn't change the owner. L GoodWills Parag Bhalerao From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of shrikant k Sent: Thursday, December 09, 2010 12:35 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket State and Owner hello parag u can do it via sysconfig serach option in core ticket . it says update owner on lock u have to save it as yes. let me know if it works shrikant. On Thu, Dec 9, 2010 at 2:43 AM, Parag Bhalerao parag.bhale...@cybertech.com wrote: Hello friends, I have OTRS 3.0 on Windows platform. I have configured the system to poll an email account and automatically create a ticket in the queue. When the new ticket gets created, it appears in the queue with the status as New. When an agent opens (zooms) that ticket and clicks on Lock, I want two things to happen, 1. Change ticket state to Open - I could accomplish this in SysConfig 2. I want the owner of the ticket to change to the agent who locked the ticket. This should happen even if agent doesn't add any notes, email response, etc. Any thoughts how the owner can be changed automatically upon ticket lock? GoodWills Parag Bhalerao - 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] Queue moves in history
When I look at the history for a ticket (by clicking on HISTORY when reading the ticket contents) I see the first column has the keyword Move whereas the second column has the details Ticket moved into Queue Software Services::Software Packages (35) from Queue Raw (2) On Thu, Dec 9, 2010 at 6:17 AM, Lars Jørgensen i...@gyldendal.dk wrote: Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars - 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 -- Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018 - 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] Archiving HowTo?
Thank you :D From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527http://blog.kuhn-kt.de/?p=527ttp://blog Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik - 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 ((enjoy)) -- Christopher T. Kuhn - 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] Archiving HowTo?
Interesting... The archiving module is turned on but I do not see the option under ticket action as described in that document to Archive Selected Tickets. [cid:image001.jpg@01CB9789.64CE8180] [cid:image002.jpg@01CB9789.64CE8180] From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature: http://blog.kuhn-kt.de/?p=527http://blog.kuhn-kt.de/?p=527ttp://blog Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn't find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik - 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 ((enjoy)) -- Christopher T. Kuhn inline: image001.jpginline: image002.jpg- 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] Archiving HowTo?
Hi Mik, in an earlier version of OTRS 3.0 the archive flag was within the “Add note” area by mistake. This has been fixed in the latest version, so I recommend to update your installation on patch level. Cheers, Nils On 09.12.2010, at 19:11, Mikola Rose wrote: Interesting… The archiving module is turned on but I do not see the option under ticket action as described in that document to “Archive Selected Tickets”. image001.jpg image002.jpg From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Christopher T. Kuhn Sent: Thursday, December 09, 2010 6:07 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Archiving HowTo? Hi Mik, Actually we're still working on getting the manual up2date for OTRS 3.0. But I lately posted a mini HowTo for the Archiving feature:http://blog.kuhn-kt.de/?p=527 Am 30.11.2010 um 02:07 schrieb Mikola Rose: Hi again, I couldn’t find anything in the manual for 3.01 on how to archive. Can someone point me the way to a document or how-to that explains this feature? Mik - 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 ((enjoy)) -- Christopher T. Kuhn - 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 — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project - 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] LDAP search for non-customer recipients
I accomplished this by adding a second customer DB configuration (though it
was pointing to the same Active Directory). I just needed to change the Map
slightly from my primary customers.
#CustomerUser2 Configuration
#Customers without valid logins - used to provide Mail To
functionality for vendors and other external recipients
$Self-{CustomerUser2} = {
Name = 'Exchange Mail Contacts',
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = $ldapHost,
BaseDN = $baseDN,
SSCOPE = 'sub',
UserDN =$searchUserDN,
UserPw = $searchUserPwd,
},
# Unique customer key/id
CustomerKey = 'mail',
CustomerID = 'mail',
CustomerUserListFields = ['cn', 'mail'],
CustomerUserSearchFields = ['cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
#[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'mail', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
],
};
On Mon, Dec 6, 2010 at 5:36 PM, Hugh Kelley hugh.kel...@gmail.com wrote:
We have some contact (mail recipient) objects in our directory for external
people (vendors).
Is there any way to allow these to be shown in the AJAX lookup for ticket
forwarding (do not treat them as full customers, but do suggest them as
email recipients)?
Hugh
-
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[otrs] Not replay in new window
In new OTRS version the replay will open a new window. I don't want this. How to change so it will not open new window? - 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] Troubles viewing output on Customer GUI, MSSQL and charset
Hello people... Anybody has any clues on how to proceed? Thanks, F. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Boniforti Flavio Sent: Wednesday, December 01, 2010 1:43 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Troubles viewing output on Customer GUI,MSSQL and charset Hello again Mike... There's one thing to pay attention here: OTRS can cache the results from the database query for a couple of minutes. This means that if you search for 'jim', change your config and again search for 'jim', you'll probably see cached results. In that case, the configuration change did not affect your results. Please remove the cache and/or change TTL to make sure this does not apply to you. I don't know where to remove cache or change TTL, but for sure it's not caching what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved. I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with isql command). Instead, tsql command works pretty well! Sure, that could help. I remember I used DBD::Sybase once for a customer database from Linux MS SQL Server successfully. Could you eventually provide that configuration excerpt? But DBD::ODBC plus an ODBC driver manager should also work. If you have issues, you can certainly try that. Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: fla...@piramide.ch - 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] Next ticket state on tickets
Hi Jean, SysConfig - Ticket - Frontend::Agent::Ticket::ViewCompose Set StateDefault to closed. If you do this, the default state of a reply is closed. Users can still select open, pending and other states. If you want to force the state to always be closed with no option to select anything else, you need to delete all entries except closed from StateType in the same configuration screen (just below StateDefault). Don't worry about deleting things in SysConfig, you can always revert to the default. Lars From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jean BROW Sent: Tuesday, December 07, 2010 5:18 PM To: otrs@otrs.org Subject: [otrs] Next ticket state on tickets Hi all, How do I change so Next ticket state: always is sucsessfull closed when we replay to tickets? - 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-de] suche nach leerem freitextfeld =Enhancement-Bug
hab ich jetzt angelegt: feature request: id 6511 http://bugs.otrs.org/show_bug.cgi?id=6511 -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Mittwoch, 08. Dezember 2010 08:31 An: User questions and discussions about OTRS.org in German Betreff: Re: [otrs-de] suche nach leerem freitextfeld Hi Josef, derzeit wird es aus der Applikation OTRS leider nicht unterstützt nach leeren TicketFreeText Feldern zu suchen. Dies würde im Moment nur direkt per SQL gehen. PS: In Bugzilla wäre ein Enhancement-Bug fein dafür (http//bugs.otrs.org/). Liebe Grüße, -Martin http://edenhofer.de/ On 07.12.2010, at 15:14, it-news (Josef Lahmer) wrote: liebe liste, wie kann ich nach einem leeren TicketFreeText suchen. wenn ich lt. demo habe: schlüssel, inhalt: (s. screenshot) ,- Notebook,Notebook PC,PC Phone,Phone eine suche nach - liefert alle schlüssel für pc, notebook und phone. wie kann ich alle nicht zugewiesenen tickets suchen? jemand ideen? lg josef lahmer ps: wunsch: bzw ne generelle suche nach nicht kriterien... verhalten gleich für: otrs: 2.4.9 (mit itsm) 2.4.7 ticketfreetext2.png - 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 gugler* News der Woche: 1. Preis beim Austrian Sustainability Report Award 2010 der gugler* Nachhaltigkeitsbericht überzeugt die Jury. Sieben von gugler* gestaltete und produzierte Nachhaltigkeitsberichte räumen weitere Preise ab. Mehr erfahren Sie unter: http://www.gugler.at/news-presse/einzelansicht/article/151/klar-und-authentisch.html - 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
[otrs-de] Zugänglichkeit Ansicht auf die Queues
Hallo, derzeit haben wir die OTRS Version 2.4.7-2 (Debian-Repository) mit div. Modulen (OTRS-CiCS) im Einsatz. Die Module habe ich in Einsatz genommen, damit die Bedienbarkeit und das Aussehen etwas mehr dem entspricht, was wir uns vorstellen. Nun habe ich einen virtuellen Testserver (Debian Squeeze) aufgesetzt und wollte mir das neue OTRS (Version 3.0.3 aus dem tar.gz) anschauen. Bei OTRS 3 hat sich ja einiges bzgl. Aussehen getan, ein schönes Stückchen Software, Lob und Anerkennung. Es gibt aber direkt einen Punkt, den ich nicht als Vorteil erachte. Wenn ich auf den Button Tickets = Ansicht nach Queues gehe, sehe ich alle derzeitigen Queues, die Tickets beinhalten (Anhang Screen1.jpg). Klicke ich z.B. auf ein Ticket (oder einen anderen Button), verschwinden die Queues wieder aus der Ansicht. Wenn ich also wieder die Queues sehen möchte, muss ich wieder auf Tickets = Ansicht nach Queues gehen... Frage: Ist es irgendwie möglich, die Queues permanent einzublenden, sodass man schneller (und auch nicht über Backspacetaste, quasi Browser Seite zurück) zur Queue-Übersicht kommt? Falls das nicht geht... Ich bin mir derzeit etwas unsicher in welchen Dateien ich Anpassungen machen muss um einen weiteren Button zu erstellen, den man anklicken kann. Es müsste doch möglich sein, einen weiteren Button bei Übersicht|Tickets|Statistiken|Kunden|Admin|Suche einzufügen. Ich stelle mir das so vor, dass zwischen Übersicht und Tickets ein weiterer Button ist, der einfach auf das Event Meine Queues verlinkt ist (Anhang Screen2.jpg). Dann müsste man nur da draufhämmern und bekommt wieder die Queues angezeigt. Frage: Welche Dateien muss ich da anpassen, um einen solchen Button zu erstellen? Best regards, Andiattachment: Screen1.jpgattachment: Screen2.jpg- 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
[otrs-de] Automatische Kunden-ID
Hallo, soweit ich mich erinnern kann, gab es mal die Möglichkeit, dass beim anlegen eines Tickets automatisch die eingetragene Mailadresse als KundenID übernommen wurde, wenn der Kunde noch nicht existierte. Dies funktioniert nicht mehr. Da wir viele Kunden haben, die nur einmal sich melden, wäre der Aufwand zu hoch jedes mal einen vollständigen Eintrag anzulegen. Gibt es einen Schalter dies einzuschalten? OTRS 2.4.8, ITSM 2.1.1, CiCS Mit freundlichen Grüßen Lutz Kowalke -- Dr.Lutz Kowalke IT-Regelbetrieb und Service Sächsische Landesbibliothek Staats- und Universitätsbibliothek Dresden (SLUB) 01054 Dresden Tel: +49 (0)351 4677 230 FAX: +49 (0)351 4677 711 http://www.slub-dresden.de - 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
