[otrs] CustomerID used in customer email, email bounced

[Finetti, Stefano]

Hi,

I have this problem since otrs 4.x, and it is still here, but I don't know
if it is something in my configuration.

here is the problem: when you create a new external email, if you add a
customer user via the Address Book, it writes the address as "Customer
Name" .
As you can see, there is the "customer_id" inside the <>, with the result
that the email is sent to customer@emailcustomer_id which is nonexistant
and bounces back.

I never understood why this happens.

-- 
*Lynx International Srl*
*Stefano Finetti*
*http://www.lynx-international.com *

*Lynx International Srl is a part of AXED Group*
Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina

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Re: [otrs] 5.0.9 upgrade issue

[Alvaro Cordero]

Hello,

I have seen that when I try an upgrade in a system with few resources and
the update process times out. Then the only way to fix is installing the
missing packages one by one.

Regards.


2016-04-06 2:52 GMT-06:00 BIRO Zoltan :

> Dear All,
>
>
>
> I tried to update our OTRS system from 5.0.7 to 5.0.9.
>
> Helpdesk upgrade looks fine. When I upgrade the ITSM bundle package it’s
> started up and finished the upgrade process and shows the following in
> package manager:
>
> FAQ   5.0.2 OTRS AG The FAQ/knowledge base. installed Uninstall Reinstall
>
> GeneralCatalog   *5.0.9* OTRS AG The General Catalog package. installed
> Uninstall
>
> ImportExport   *5.0.9* OTRS AG The ImportExport package. installed
> Uninstall
>
> ITSM   *5.0.9* OTRS AG The OTRS::ITSM bundle package. installed Uninstall
>
> ITSMChangeManagement   *5.0.7 *OTRS AG The OTRS::ITSM Change Management
> package. installed Uninstall Reinstall
>
> ITSMConfigurationManagement   *5.0.7* OTRS AG The OTRS::ITSM
> Configuration Management package. installed Uninstall Reinstall
>
> ITSMCore   *5.0.7* OTRS AG The OTRS::ITSM Core package. installed
> Uninstall Reinstall
>
> ITSMIncidentProblemManagement   *5.0.7* OTRS AG The OTRS::ITSM Incident
> and Problem Management package. installed Uninstall Reinstall
>
> ITSMServiceLevelManagement   *5.0.7* OTRS AG The OTRS::ITSM Service Level
> Management package. installed Uninstall Reinstall
>
> SystemMonitoring   5.0.1 OTRS AG Basic mail interface to System Monitoring
> Suites. Al... installed Uninstall Reinstall
>
>
>
> Is there any reason why is it shows the 5.0.7 versions for ITSM packages?
> And all of these packages are red in Package Manager and no upgrade option
> to 5.0.9…
>
>
>
> Anyway, I tried the version 4.0.14 to 5.0.9 and the result is almost the
> same. GeneralCatalog,ImportExport and ITSM bundle  5.0.9 and the rests are
> 4.0.14.
>
>
>
> If I uninstall all the 5.0.7 packages and install the 5.0.9 is it causes
> any kind of lost of data?
>
>
>
> Cheers!
>
> Zoltan
>
>
>
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>



-- 

*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* alv...@gridshield.net
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Re: [otrs-de] Admin-Menü in Hauptnavigation nicht klickbar

[Fabian Sesterhenn]

Hallo,

bin jetzt auf 5.0.9, Problem weg. Dürfte ein Bug gewesen sein.

Eine andere Frage hätte ich noch:

OTRS gruppiert im Ticketzoom nun die Menüs:

„It is now possible to group action menu items in the ticket zoom screen. Less 
often used items can be grouped in a submenu, improving screen usage and 
clarity.“

Kann mir jemand sagen, ob und wenn ja wie dafür das SysCfg Setting lautet? Ich 
finde da nichts. Der Eintrag aus den Release-Notes lässt ja vermuten, dass man 
das konfigurieren kann.

Gruß
Fabian

Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von 
Fabian Sesterhenn
Gesendet: Montag, 4. April 2016 11:40
An: User questions and discussions about OTRS.org in German 
Betreff: Re: [otrs-de] Admin-Menü in Hauptnavigation nicht klickbar

Hi,

Das ist ein error, aber der ist ziemlich kryptisch:

TypeError: b[0] is undefined
Stack-Trace:
b/<@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:4:95725
_a.each/<@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:3:78615
Y@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:3:4463
_a.each@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:3:78592
b@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:4:95363
_a.call@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:3:78690
chart/<@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:54:53
Pl.each/<@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:3:140937
Y@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:3:4463
Pl.each@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:3:140903
chart@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:17:225
_a.call@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:3:78690
DrawBarChart/<@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:718:1
a.render/<@http://helpdesk.office.qualitus.de/otrs-web/js/js-cache/ModuleJS_64e8e9381bdea5307bf37749c59944dc.js:4:1406

Gibt es außer otrs.Console.pl Maint::Cache::Delete noch eine Möglichkeit, den 
JS-Cache zu killen?

Vielleicht ist das aber auch ein Bug? Ich habe mir mal die Hauptnav mit dem 
Inspektor angesehen:

Dashboard Link (5.0.8)


Übersicht


Admin Link (5.0.8)


Admin
 


Mich wundert das “aria-haspopup=true”…das ist be idem Link imo nicht korrekt. 
Das macht bei Menüpunkten mit Onlick-Dropdown (z.B. dem Menü Tickets) Sinn, 
aber beim Dashboard / Admin nicht.

Unter 4.0.14 auch nicht der Fall:


Admin


Gruß
Fabian

Von: otrs-de-boun...@otrs.org 
[mailto:otrs-de-boun...@otrs.org] Im Auftrag von Renee B
Gesendet: Freitag, 1. April 2016 17:06
An: otrs-de@otrs.org
Betreff: Re: [otrs-de] Admin-Menü in Hauptnavigation nicht klickbar

Hast Du mal in der JavaScript Konsole (Strg+Shift+i) geschaut ob es 
irgendwelche Fehler gibt?

- Renée


Am 01.04.2016 um 17:03 schrieb Fabian Sesterhenn:

Hallo zusammen,



ich habe gerade mein Testsystem von OTRS 4.0.14 auf 5.0.8 aktualisiert. Fehler 
bei der Migration gab es keine, auch das Syslog ist nach der Aktualisierung der 
installierten Zusatzpakete (FAQ etc.) wieder sauber.

Ich habe nur ein Problem: Der Link "Admin" in der Hauptnavigation ist tot. Er 
ist nicht klickbar mit Linksklick. Rechtsklick -> in neuem Tab öffnen klappt 
wunderbar "/otrs/index.pl?Action=Admin" kann also ausgeführt werden.



Das Verhalten tritt in allen Browser auf die ich hier zur Verfügung habe: FF45, 
Google 

[otrs] Include Ticket Menu Action in ACL change settings

[Juan Manuel Clavero Almirón]

Hi all,

I'd be interested in setting an ACL to restrict the possible queues in which a 
ticket can be marked as Spam. As I understand the ACL section of the admin 
manual, I'd have to add the AgentTicketMove action in the PossibleNot change 
section, but this would also prevent a normal move, although I haven't tried it 
yet.

Is it possible to restrict a ticket menu action, not the module that will do 
the action?

Kind regards,
Juan Clavero

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Re: [otrs] 5.0.9 upgrade issue

[BIRO Zoltan]

Hi Udo,

Thanks for your reply...let me try and inform you!
Cheers!
Zoltan


.
Zoltán Biró
Senior System Engineer  
T : +36 1 700 82 99




-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Udo
Bretz
Sent: Wednesday, April 6, 2016 1:00 PM
To: User questions and discussions about OTRS. 
Subject: Re: [otrs] 5.0.9 upgrade issue

Hello Zoltan,

please do NOT unisntall your packages, as you suspected this will result in
a loss of data!


There is currently a bug in ITSM 5.0.9 which is caused by a file which has
moved from one package to another. A bug report will follow soon.

Please try the following workaround:

1. Download all the individual ITSM packages (version 5.0.9) from the
FTP-Server: ftp://ftp.otrs.org/pub/otrs/itsm/packages5/

2. Install the ITSMChangeManagement package BEFORE you install the ITSMCore
package. This will only work if you use the command line and use the --force
parameter.

bin/otrs.Console.pl Admin::Package::Install --force
http://ftp.otrs.org/pub/otrs/itsm/packages5/:ITSMChangeManagement-5.0.9.opm

3. Now install ITSMCore 5.0.9 (without force).

4. Install all other missing packages (without force)

5. Everything should be fine.

Please let me know if this works for you.

Best regards,
Udo







On 06.04.16 10:52, BIRO Zoltan wrote:
> Dear All,
> 
>  
> 
> I tried to update our OTRS system from 5.0.7 to 5.0.9.
> 
> Helpdesk upgrade looks fine. When I upgrade the ITSM bundle package 
> it’s started up and finished the upgrade process and shows the 
> following in package manager:
> 
> FAQ   5.0.2 OTRS AG The FAQ/knowledge base. installed Uninstall Reinstall
> 
> GeneralCatalog   *5.0.9*OTRS AG The General Catalog package. installed
> Uninstall
> 
> ImportExport   *5.0.9*OTRS AG The ImportExport package. installed
Uninstall
> 
> ITSM   *5.0.9*OTRS AG The OTRS::ITSM bundle package. installed Uninstall
> 
> ITSMChangeManagement   _5.0.7 _OTRS AG The OTRS::ITSM Change Management
> package. installed Uninstall Reinstall
> 
> ITSMConfigurationManagement   _5.0.7_ OTRS AG The OTRS::ITSM
> Configuration Management package. installed Uninstall Reinstall
> 
> ITSMCore   _5.0.7_ OTRS AG The OTRS::ITSM Core package. installed
> Uninstall Reinstall
> 
> ITSMIncidentProblemManagement   _5.0.7_ OTRS AG The OTRS::ITSM Incident
> and Problem Management package. installed Uninstall Reinstall
> 
> ITSMServiceLevelManagement   _5.0.7_ OTRS AG The OTRS::ITSM Service
> Level Management package. installed Uninstall Reinstall
> 
> SystemMonitoring   5.0.1 OTRS AG Basic mail interface to System
> Monitoring Suites. Al... installed Uninstall Reinstall
> 
>  
> 
> Is there any reason why is it shows the 5.0.7 versions for ITSM 
> packages? And all of these packages are red in Package Manager and no 
> upgrade option to 5.0.9…
> 
>  
> 
> Anyway, I tried the version 4.0.14 to 5.0.9 and the result is almost 
> the same. GeneralCatalog,ImportExport and ITSM bundle  5.0.9 and the 
> rests are 4.0.14.
> 
>  
> 
> If I uninstall all the 5.0.7 packages and install the 5.0.9 is it 
> causes any kind of lost of data?
> 
>  
> 
> Cheers!
> 
> Zoltan
> 
>  
> 
> 
> 
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> 
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Re: [otrs] Moving tickets into queues with only MOVE_INTO permission not working?

[Johan Ho]

Den 05.04.2016 17:17, skrev Lance Cotton:

On 4/5/2016 5:54 AM, Johan Ho wrote:

in our OTRS-system, we have some limited access users who are not given
full access to all queues. But they should be able to create or move
tickets into these queues.

In the newest version of OTRS (5.0.8) they can no longer move tickets
into a restricted queue (when they only have MOVE_INTO and CREATE
permission for that queue). Creating tickets worked fine though.

After testing a bit more it looks like if I enable RO permission too,
then it works. But that is what we want to avoid, because that queue is
supposed to have restricted access.

I am not sure what version of OTRS this started being a problem, but
according to the user who discovered this, it used to work before.


I also saw this behavior after updating to 5.0.8. It seems that what is
happening is that the user is being taken to the ticket zoom view after
moving it, but without read permissions, an error is thrown.

If you go to the SysConfig (admin panel) you can change the setting:

Ticket::Frontend::AgentTicketMove###NextScreen

to "LastScreenOverview"

The default was "TicketZoom"

This should solve the problem.
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Hello Lance, thanks for your suggestion.

Unfortunately this did not seem to solve the problem for me.

I tested moving a ticket into other queues to test the setting, and OTRS 
did return me to the dashboard/overview. But it still did not work when 
I tried to move the ticket into a restricted queue.


I tried to disable a bunch of the other settings on that page 
(Frontend::Agent::Ticket::ViewMove), but none of the ones I tried seemed 
to help.



In the end I made a workaround:
I made a "temporary" queue, and added a trigger to move the ticket to 
toe restricted queue automatically when it is moved into the temporary 
queue. That seemed to work fine, even when I have TicketZoom in that 
option you mentioned.


Johan Ho
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