Re: [otrs] Upgrade path from 2.4.7 and up...

2013-12-17 Thread Renee B 
Hello Charles,

you have to go the way 3.0.22 -> 3.1.18 -> 3.3.3

- Renée

On 18.12.2013 04:35, Lambrecht, Charles (Charles) wrote:
> Hello,
> I’m running OTRS 2.4.7 and I’m planning an upgrade.
>
> Do I need to upgrade throught 2.4.8, 2.4.9, etc. and all the way through 
> every release, security or patch?
>
> If not, should I jump to 3.0.1 or could I jump to 3.0.11?
>
>
> Regards,
> Charles
>


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Re: [otrs] : Upgrade path from 2.4.7 and up...

2013-12-17 Thread Florian Edlhuber 
Hi Charles,
 
18.12.2013 04:47 - Lambrecht Charles schrieb:  I’m running OTRS 2.4.7 and I’m
planning an upgrade.
Do I need to upgrade throught 2.4.8, 2.4.9, etc. and all the way through every
release, security or patch?

Read the doc.otrs.org Upgrading section.

You don't need to follow the path of all patches, but you need the minor
releases.

2.4.x > 3.0.x > 3.1.x > 3.2.x > 3.3.x

I always use the latest available version (today is 3.0.22, 3.1.18, and so on)

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[otrs] Upgrade path from 2.4.7 and up...

2013-12-17 Thread Lambrecht, Charles (Charles) 
Hello,
I’m running OTRS 2.4.7 and I’m planning an upgrade.

Do I need to upgrade throught 2.4.8, 2.4.9, etc. and all the way through every 
release, security or patch?

If not, should I jump to 3.0.1 or could I jump to 3.0.11?


Regards,
Charles

--
Charles Lambrecht
Computer Operations Manager
University of Tennessee
College of Veterinary Medicine
Email:  c...@utk.edu
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[otrs] Cron Errors

2013-12-17 Thread Nick Bright 

Greetings,

After upgrading to 3.3.3 I'm seeing some Cron errors. Searching for 
these errors didn't turn up any meaningful results.


Process: Cron  $HOME/bin/otrs.UnlockTickets.pl --timeout 
>> /dev/null
Version string '-1, set by base.pm' contains invalid data; ignoring: 
'-1, set by base.pm' at /opt/otrs/Kernel/System/Log.pm line 203. ERROR: 
OTRS-otrs.UnlockTickets.pl-10 Perl: 5.10.1 OS: linux Time: Tue Dec 17 
10:35:07 2013


Process: Cron  $HOME/bin/otrs.PostMasterMailbox.pl >> 
/dev/null
Version string '-1, set by base.pm' contains invalid data; ignoring: 
'-1, set by base.pm' at /opt/otrs/Kernel/System/Log.pm line 203.
ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: 
Tue Dec 17 14:58:06 2013


Any guidance would be appreciated.

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[otrs] Phone Call Outbound

2013-12-17 Thread Nick Bright 
On "Phone Call Outbound", when an agent does an update using that 
method, why does the FROM show as the ticket owner?


e.g. My call center agent makes an outbound phone call to the customer, 
clicks "Phone Call Outbound" and updates the ticket. The update then 
shows that it is FROM the customer not FROM the Agent.


Any thoughts or suggestions?

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-  Nick Bright-
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-  Web http://www.valnet.net/ -
---
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[otrs] Agent Notifications

2013-12-17 Thread Jill Goldstein 
Ok, I'm just about ready to have OTRS live.

The last thing I'm working on is notifying an Agent that a ticket has been 
placed in their ownership.

I see there is a notification for Agent:OwnerUpdate.

How is that triggered so that an email notification is sent to the Agent that 
has received that ticket?

I have read the manual, and I'm guessing it should be working but it's not.  
I'm missing something simple.  If you need screenshots, please let me know.


Jill Goldstein
Customer Support
http://spfsolutions.biz
Phone: 303-731-5634


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[otrs] List of Variables

2013-12-17 Thread Jill Goldstein 
Is there a handy dandy chart or list of Variables (tags) that I can reference 
in making templates and autoreply emails and things?  There are examples listed 
on each of the template and autoresponse page, but I'd like to see the syntax 
of different things.

I have checked the manual, but didn't see anything, however, I could be blind 
as well.


Jill Goldstein
Customer Support
http://spfsolutions.biz
Phone: 303-731-5634


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[otrs] Thank you

2013-12-17 Thread Jill Goldstein 
Jens and Mark,

Thank you so much for the information on fetchmail.  I, seriously, appreciate 
being referred back to the manual, as this is how I will learn.


Jill Goldstein
Customer Support
http://spfsolutions.biz
Phone: 303-731-5634


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Re: [otrs] Fetch Mail

2013-12-17 Thread Mark Campbell 
Jill,

I should have clarified, the location I directed you to is in the filesystem of 
the OTRS server itself, not in SysConfig.  As Jens said below, the cronjob is 
the place to start.  If you don't have filesystem level access to OTRS, then 
you need to contact your sys admin or your provider.

Thanks,

--Mark

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jens 
Bothe
Sent: Monday, December 16, 2013 11:48 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Fetch Mail

Hi,

all versions of OTRS are webbased. Please read the manual for setting up 
cronjobs 
(http://doc.otrs.org/3.3/en/html/manual-installation-of-otrs.html#cronjobs) as 
also stated on the chapter on e-mail.
If you using a hosted version, please contact your provider.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jill 
Goldstein
Sent: Monday, December 16, 2013 8:41 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Fetch Mail

Mark,

I'm using the web version.  I did a search on SysConfig and didn't find 
anything like that.

I did a test, and sent an email to my ticket email address 
(tic...@spfsolutions.biz) and I left my OTRS 
open, and it never auto fetched.

Do you (or anyone) know anything else about how to set up an auto fetch on the 
web based OTRS?

--
Jill Goldstein
Customer Support
Phone:  303-731-5634
http://spfsolutions.biz

From: Mark Campbell 
mailto:mcampb...@emediatrade.com>>
Reply-To: "User questions and discussions about OTRS." 
mailto:otrs@otrs.org>>
Date: Monday, December 16, 2013 at 2:25 PM
To: "User questions and discussions about OTRS." 
mailto:otrs@otrs.org>>
Subject: Re: [otrs] Fetch Mail

It's set by default to fetch every 10 minutes.  This variable is stored on my 
CentOS system in /opt/otrs/var/cron/postmaster_mailbox.  You can change the 10 
to whatever number you like.  I changed mine to 1.  Restart OTRS for it to take 
effect.

Thanks,

--Mark

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of Jill Goldstein
Sent: Monday, December 16, 2013 4:22 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Fetch Mail

Is there a way to set OTRS to auto-Fetch mail?

I did a search through the manual, and did not find much.  I did a search in 
SysConfig and came up with a screen with parameters, but nothing I recognized 
as Fetch Mail every X Minutes.

BTW, my programming days ended with dBase III+, though I have basic HTML 
experience.  I have the concepts of programming down, and I understand tags.  
Thus I've been able to do things like set up the smtp server without limping to 
y'all to find an answer.

Thanks so much,

Jill Goldstein
Customer Support
http://spfsolutions.biz
Phone:303-731-5634



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[otrs] Queue name internationalization

2013-12-17 Thread Gergely Polonkai 
Hello,

is it possible to internationalize queue names, CI categories, etc.?

Best,
Gergely
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