Re: [otrs] 3.0.x - Queue View shows AutoReply instead of initial ticket content - and more

[Nils Leideck]

Dear Nico,

please have a look at this bug entry:
http://bugs.otrs.org/show_bug.cgi?id=7316

This seems to become part of OTRS in version 3.1 now. Cross fingers to increase 
the possibilities for that or contact en...@otrs.com to contribute to this bug 
so we can organize resources on a commercial base.

Greetings from Basel =)
Cheers, Nils

On 17.05.2011, at 13:32, Frobenius Nico wrote:

> Hello list,
> 
> I've been reading through the archives back to Oct. 2010 but haven't found 
> anything on that matter – still surprised though since to us it is pretty 
> annoying to work with
> 
> Since OTRS 3.x when using the Queue View in "L"/Preview-view the tickets are 
> displayed – not as before in 2.x - with the auto reply instead of the 
> original ticket content.
> Usually my agents and me go through this list to take the tickets belonging 
> to us. Now all we see is the "Thank you for your mail" reply and each ticket 
> needs an extra click to see the content of the original ticket. You can't 
> just browse through the list of new tickets anymore without touching every 
> ticket.
> I've found someone in the otrs-forums that asked about the same issue but as 
> of yesterday he hasn't found a solution for this. I've attached a screenshot.
> 
> Any help very much appreciated since my agents blame me for upgrading to otrs 
> 3 :-)
> 
> Also I am trying to have my customers with rw-access to just 2 queues (which 
> works via customer-defailt-queue) but I also want my customers to have read 
> access to all other queues otherwise they can't see their own ticket after 
> the agent moved the ticket. I can set the queues via Customer — Queues in the 
> Webinterface but that doesn't do the trick since I a) it doesn't work on new 
> customers and b) lets me change just the first 200 but I have about 20k 
> customers.
> 
> Hope someone can give me a hint there.
> 
> Thanks in advance,
> Nico
> 
> --
> Department of Biosystems
> ETH Zürich / Swiss Federal Institute of Technology
> 
> Nico Frobenius
> IT System Technik
> Mattenstrasse 26
> 4058 Basel, Switzerland
> 
> phone:+41 61 387 31 85
> email:  nico.froben...@bsse.ethz.ch
> web:http://www.bsse.ethz.ch/
>  view.jpg>-
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-- 
Nils Leideck
http://webint.cryptonode.de / a Fractal project

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Re: [otrs] Need TicketID errors after full disk

[Michiel Beijen]

I'm guessing you have tickets without articles, because you're using
ArticleStorageFS and the disk was full?
Obviously, if the disk is full, OTRS can actually not write the
tickets and not do anything remotely useful; depending on the
situation you might be able to recover emails from your email server.
You'll have to detect and get rid of the tickets that have issues
manually (maybe by using GenericAgent).
--
Mike

On Tue, May 17, 2011 at 15:14, Tiemen Ruiten  wrote:
>
> Hello,
>
> The filesystem our OTRS-installation is running on filled up completely this
> Friday and unfortunately, since I was away for a long weekend, this was only
> noticed on Monday. The server had a hard reboot (argh), possibly leaving the
> mysql-database in an inconsistent state.
>
> Anyway I'm now getting these errors:
>
> [Tue May 17 12:31:19 2011][Error] [Kernel::System::User::GetUserData][150]
> Need User or UserID!
> [Tue May 17 12:31:19
> 2011][Error][Kernel::System::Queue::GetStandardResponses][249] Got no
> StandardResponseID or QueueID!
> [Tue May 17 12:31:19
> 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID!
> [Tue May 17 12:31:19
> 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID!
> [Tue May 17 12:31:19
> 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID!
> [Tue May 17 12:31:19
> 2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID!
> [Tue May 17 12:31:19
> 2011][Error][Kernel::System::Ticket::TicketFlagGet][7530] Need TicketID!
> [Tue May 17 12:31:19
> 2011][Error][Kernel::Output::HTML::ArticleCheckPGP::new][38] Need ArticleID!
> [Tue May 17 12:31:19
> 2011][Error][Kernel::Output::HTML::ArticleCheckSMIME::new][38] Need
> ArticleID!
> [Tue May 17 12:31:19
> 2011][Error][Kernel::System::Ticket::Article::ArticleGet][1644] No such
> article for TicketID (69632)!
>
> Can someone give me some pointers on what the best course of action might
> be?
>
> Tiemen
>
>
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[otrs] Need TicketID errors after full disk

[Tiemen Ruiten]

Hello,

The filesystem our OTRS-installation is running on filled up completely 
this Friday and unfortunately, since I was away for a long weekend, this 
was only noticed on Monday. The server had a hard reboot (argh), 
possibly leaving the mysql-database in an inconsistent state.


Anyway I'm now getting these errors:

[Tue May 17 12:31:19 2011][Error] 
[Kernel::System::User::GetUserData][150] Need User or UserID!
[Tue May 17 12:31:19 
2011][Error][Kernel::System::Queue::GetStandardResponses][249] Got no 
StandardResponseID or QueueID!
[Tue May 17 12:31:19 
2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID!
[Tue May 17 12:31:19 
2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID!
[Tue May 17 12:31:19 
2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID!
[Tue May 17 12:31:19 
2011][Error][Kernel::System::Ticket::TicketPermission][3198] Need TicketID!
[Tue May 17 12:31:19 
2011][Error][Kernel::System::Ticket::TicketFlagGet][7530] Need TicketID!
[Tue May 17 12:31:19 
2011][Error][Kernel::Output::HTML::ArticleCheckPGP::new][38] Need ArticleID!
[Tue May 17 12:31:19 
2011][Error][Kernel::Output::HTML::ArticleCheckSMIME::new][38] Need 
ArticleID!
[Tue May 17 12:31:19 
2011][Error][Kernel::System::Ticket::Article::ArticleGet][1644] No such 
article for TicketID (69632)!


Can someone give me some pointers on what the best course of action 
might be?


Tiemen


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Re: [otrs] change ticket priority w/o acquire ownership

[Roy Kaldung]

On Tue, 17 May 2011 12:53:55 +0200, Francesco Pasqualini

wrote:
> Is there a way to change ticket priority w/o acquiring ticket ownership
?
> 
> I need a "supervisor" agent that must be able to change priority of
every
> tickets.

Hi Francesco:

Have a look into SysConfig and check the configuration settings for
Frontend::Agent::Ticket::ViewPriority
Changing Ticket::Frontend::AgentTicketPriority###RequiredLock from yes to
no should work for you.

Don't forget to restart your webserver.

Regards, Roy

-- 
Roy Kaldung



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[otrs] change ticket priority w/o acquire ownership

[Francesco Pasqualini]

Is there a way to change ticket priority w/o acquiring ticket ownership ?

I need a "supervisor" agent that must be able to change priority of every
tickets.

Thanks
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