from:"Carlos Rodríguez"

Re: [otrs] Can't go after Login

2015-02-23 Thread Carlos Rodríguez

Hi Aledr,

If you are using OTRS 4, please make sure you can reach https://cloud.otrs.com 
<https://cloud.otrs.com/> from your OTRS box.

((enjoy))

Carlos Rodríguez




> On Feb 23, 2015, at 1:28 PM, aledr  wrote:
> 
> Hi there!
> 
> Suddenly I'm not able to go after login on index.pl <http://index.pl/>, but 
> customer.pl <http://customer.pl/> still works normally.
> No message on logs, no error, nothing... It just keeps "loading".
> 
> How can I debug this?
> 
> Thanks.
> --
> [ ]'s
> Aledr - Alexandre
> 
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Re: [otrs] Time Accounting leave hours

2015-01-05 Thread Carlos Rodríguez

Hi Paolo:

Well for each day you can specify also if you want to mark it as Vacation, sick 
or overtime leave, mass entry is if you want to do it for more than 1 day. A 
limitation of TimeAccounting in its current state is that it marks the complete 
day to leave, there is currently no possibility to leave for some hours/minutes 
per day.

--

Carlos Fernando Rodríguez Hdz.
Investigación & Desarrollo

OTRS S.A. de C.V.
Av. Insurgentes Sur #863, Piso 7
Col. Nápoles
México D.F., C.P. 03810


T: +52 55 11689664
I:  http://www.otrs.com/ 

Domicilio social: Bad Homburg, Juzgado Municipal: Bad Homburg, Registro 
Mercantil de Alemania 10751, NIF: DE256610065
Presidente del consejo de administración: Burchard Steinbild, Junta directiva: 
André Mindermann (director ejecutivo), Christopher Kuhn, Sabine Riedel

¡Más plano y rápido que nunca - OTRS 4! Y para todos los que quieren MÁS: 
¡Descubra la OTRS Business Solution™ ahora - con más funciones de negocios! 

> On Jan 3, 2015, at 9:04 AM, Paolo Mosconi  wrote:
> 
> Hi all,
> I am configuring TimeAccounting package ver. 4.0.1 and I don’t know how to 
> report vacation / leave hours in any given day. The only thing I found is 
> Mass entry that enables to report leave for a whole day while what I’m 
> looking for is the ability to enter a 2 hours sick or vacation leave.
> Thanks in advance
> paolo
> 
> Paolo Mosconi
> 
> 
> ActValue Consulting and Solutions
> Via A. De Gasperi, 126 - 20017 RHO (Milano) – ITALY
> T +39 02 934642 27
> M +39 335 8107163
> Skype: pmosconi
> paolo.mosc...@actvalue.com 
> www.actvalue.com 
> www.my-ecommerce.it 
> www.virtualrecruiter.it 
> www.wiffi.it 
> 
> 
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Re: [otrs] Queue view are not showing data after upgrade to 3.1

2012-10-01 Thread Carlos Rodríguez

Hi Israel,

Did you follow all upgrade instructions to upgrade OTRS from 3.0 to 3.1?

I mean all steps from "UPGRADING" file?

((enjoy))

Carlos Rodríguez




On Oct 1, 2012, at 9:05 AM, Carlos Andrés Gallego Arboleda 
 wrote:

> OK Israel, 
> 
> Please view your table ticket on the database, 
> 
> The fields Ticketfreetext, ticketarticlefreetext and ticketfreetime these 
> should not be
> 
> If exists you must to use the scripts of migration again, 
> 
> 2012/10/1 Israel Garcia 
> Hi Carlos,
> 
> I run the script /opt/otrs/bin/otrs.RebuildTicketIndex.pl, restart all OTRS 
> and no success. Should I check in another place? 
> Log file still saying:
> 
> [Mon Oct  1 15:52:38 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:38 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:38 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:38 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
> Response::Agent: 1s taken 
> (URL:Action=AgentTicketQueue;QueueID=5;View=:igarcia)
> [Mon Oct  1 15:52:39 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:39 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:39 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:40 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] 
> Response::Agent: 1s taken 
> (URL:Action=AgentTicketQueue;QueueID=5;Filter=All:igarcia)
> [Mon Oct  1 15:52:41 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:41 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> [Mon Oct  1 15:52:41 
> 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid 
> SortBy (TicketFreeKey7)!
> 
> Should you need another info for this issue? I need, if possible, your help 
> to solve this before to touch anything and break it ALL trying to fix it.
> 
> Thanks much.
> 
> 
> 
> De: Carlos Andrés Gallego Arboleda 
> 
> Para: Israel Garcia ; User questions and discussions about 
> OTRS.  
> Enviado: Lunes 1 de octubre de 2012 15:48
> 
> Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
> 
> Hi Israel, 
> 
> You can use the scripts 
> 
> /opt/otrs/script/otrs.RebuildTicketIndex.pl
> 
> 
> 
> 2012/10/1 Israel Garcia 
> Hi Carlos,
> 
> I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should 
> reinstall all ITSM* from the Package manager TAB?
> 
> Really don't know which I made wrong on the migration. I appreciate your 
> help. Thanks much.
> 
> regards,
> Israel.
> 
> De: Carlos Rodríguez 
> Para: Israel Garcia ; User questions and discussions about 
> OTRS.  
> Enviado: Lunes 1 de octubre de 2012 13:54
> Asunto: Re: [otrs] Queue view are not showing data after upgrade to 3.1
> 
> Hi Israel,
> 
> Sure this is easy ITSM 3.0.x is designed for OTRS 3.0.x, since you already 
> upgrade OTRS to 3.1 you need also to upgrade ITSM packages to 3.1.x
> 
> please follow this link to get your packages
> http://www.otrs.com/en/open-source/get-otrs/software-download/
> 
> OTRS 3.1 introduces a new concept called DynamicFields, that replaces 
> TicketFreeText, TicketFreeTime, ArticleFreeText and ArticleFreeTime, etc 
> fixed fields in the Database.
> 
> Que pases un buen día / Have a nice day!
> 
> ((enjoy))
> 
> Carlos Rodríguez
> 
> 
> 
> 
> On Oct 1, 2012, at 5:49 AM, Israel Garcia  wrote:
> 
>> 
>> Hi everybody
>> 
>> After an upgrade to version 3.1 of OTRS and upgrade of ITSM addons from 
>> 3.0.5 to 3.0.16  'Queue tickets' are not shown:
>> 
>> 
>> 
>> When clic on 'Queue view' there's no tickets data found. Any idea why?
>> 
>> 
>> 
>> Log file is showing:
>> 
>> 
>> 
>> Appreciate your help.
>> 
>> Thanks.
>> 
>> 
>> 
>> 
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> 
> 
> 
> 
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Re: [otrs] Edit PDF stats

2012-06-19 Thread Carlos Rodríguez

Hi Martin,

I don't think there is an easy way to do that, e.g. in TicketAccumulation this 
values are fetch from the DB in this lines

sub GetObjectAttributes {
my ( $Self, %Param ) = @_;

# get user list
my %UserList = $Self->{UserObject}->UserList(
Type  => 'Long',
Valid => 0,
);

While it could sound like good idea to try using Type => 'Short', that will not 
help, because you will only get the UserLogin that THATS what you want to 
avoid, so I see 2 options, there are maybe more.

1 Loop trough %UserList and remove the login part form the value, I mean is 
always in format "LastName, FirstName (UserLogin)" (without the quotes), so a 
Regex can do the magic but be careful with names like "De la Torre 
Heranandez, María Concepción Socorro (2) (Maria2)" where (2) is part of the 
name as a differentiator. (you know, it could happen) and (Maria) is the 
UserLogin

2 Loop trough %UserList and get the UserData by UserGet() on each key, and 
assemble a temp UserList, when is done, copy the temp UserList to the Original. 
This is obviously slower than 1. 

Both are dirty solutions  and will need some development skills, as well as 
modifications to OTRS files, if you wish to to that I will recommend you to  
read the Development Manual  and create a package so you don't modify an OTRS 
file directly, and if you uninstall the package you modified file is removed 
and replaced with the original. so is safer and portable.
((enjoy))

Carlos Rodríguez

On Jun 19, 2012, at 7:39 PM, Soporte Informatica PGJE wrote:

> Hi everybody, 
> 
> I have OTRS 3.1.2
> 
> I wanna show only names from agent and customers without ID in my PDF stat.
> I thing that with a view  en my database in a relationship between ticket, 
> customers and agents tables, but i didnt know the way.
> 
> How i can do only show “Names” winthout IDS from Customers and Agent/Owner
> in TicketList and TicketAcomulation Stats?
> Wich the correct and easy way?
> 
> My stats today:
> https://dl.dropbox.com/u/6443236/otrs/Ticket%20List.pdf
> https://dl.dropbox.com/u/6443236/otrs/Tickets%20Acomulations.pdf
> 
> 
> Regards from Mexico :)
> 
> --
> Martin Edmundo
> 
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Re: [otrs] iphone handler 1.0.91 (1.1.0 beta)

2012-03-12 Thread Carlos Rodríguez

Hi Luca,

The most probable is that the package is installed. please check in the Package 
Manager, if is shown there, then is installed, if something is not right it 
will show a link to re-install.

About the entry in the log. the priority is notice, not error, so is not really 
an error. I agree that see such entry in the log after installing a package is 
very confusing. this behavior is not iPhoneHandle specific and I fill a bug 
report on our bug tracking system.

I tried to add you as Cc to the bug track but apparently you don't have a 
bugzilla account in out server.

If you want to track this bug please go to  http://bugs.otrs.org
open a free account and search for the Bug 8313
   
((enjoy))

Carlos Rodríguez




On Mar 12, 2012, at 6:10 AM, Luca Domenella wrote:

> Hi all,
>  
> i tried to install the iphone handler, seem to be without any problem, but 
> looking on the system log of otrs I see:
> No such package: iphonehadle-1.0.91!
>  
> From the apache error_log:
>  
> Notice: Install /opt/otrs/bin/cgi-bin/json.pl (755)!
> Notice: Install /opt/otrs/Kernel/Config/Files/iPhone_Deprecated.xml (644)!
> Notice: Install /opt/otrs/Kernel/Config/Files/iPhone.xml (644)!
> Notice: Create Directory /opt/otrs/Kernel/System/DynamicField/iPhone!
> Notice: Create Directory /opt/otrs/Kernel/System/DynamicField/iPhone/Backend!
> Notice: Install 
> /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Checkbox.pm (644)!
> Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Date.pm 
> (644)!
> Notice: Install 
> /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/DateTime.pm (644)!
> Notice: Install 
> /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Dropdown.pm (644)!
> Notice: Install 
> /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Multiselect.pm (644)!
> Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/Text.pm 
> (644)!
> Notice: Install 
> /opt/otrs/Kernel/System/DynamicField/iPhone/Backend/TextArea.pm (644)!
> Notice: Install /opt/otrs/Kernel/System/DynamicField/iPhone/iPhoneBackend.pm 
> (644)!
> Notice: Install /opt/otrs/var/packagesetup/iPhoneHandle.pm (644)!
> Notice: Install /opt/otrs/Kernel/System/iPhone.pm (644)!
> Notice: Install /opt/otrs/doc/en/iPhoneHandle.pdf (644)!
> Code:
>  
> # define function name
> my $FunctionName = 'CodeInstall';
>  
> # create the package name
> my $CodeModule = 'var::packagesetup::' . 
> $Param{Structure}->{Name}->{Content};
>  
> # load the module
> if ( $Self->{MainObject}->Require($CodeModule) ) {
>  
> # create new instance
> my $CodeObject = $CodeModule->new( %{$Self} );
>  
> if ($CodeObject) {
>  
> # start method
> if ( !$CodeObject->$FunctionName(%{$Self}) ) {
> $Self->{LogObject}->Log(
> Priority => 'error',
> Message  => "Could not call method $FunctionName() on 
> $CodeModule.pm."
> );
> }
> }
>  
> # error handling
> else {
> $Self->{LogObject}->Log(
> Priority => 'error',
> Message  => "Could not call method new() on 
> $CodeModule.pm."
> );
> }
> }
>  
>  
> [Mon Mar 12 13:05:42 2012] en_ITSMConfigItem.pm: Subroutine Data redefined at 
> /opt/otrs//Kernel/Language/en_ITSMConfigItem.pm line 20.
> [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine new redefined at 
> /opt/otrs//var/packagesetup/iPhoneHandle.pm line 85.
> [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeInstall redefined 
> at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 139.
> [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeReinstall 
> redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 155.
> [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeUpgrade redefined 
> at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 172.
> [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine CodeUninstall 
> redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 189.
> [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine _UpdateReleaseFile 
> redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 205.
> [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine _RemoveReleaseFile 
> redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 261.
> [Mon Mar 12 13:06:15 2012] iPhoneHandle.pm: Subroutine _MigrateConfigurations 
> redefined at /opt/otrs//var/packagesetup/iPhoneHandle.pm line 295.

Re: [otrs] iphone handler 1.0.91

2012-03-12 Thread Carlos Rodríguez

Hi Marco.

For security reasons the access of the iPhone App to the system has been 
restricted, implementing a Whitelist, the iPhoneObject was not in the 
Whitelist, because the iPhoneApp uses the CustomObject instead.

Since the access iPhoneObject does not really represents a security issue I add 
it to the Whitelist. 

((enjoy))

Carlos Rodríguez




On Mar 12, 2012, at 5:32 AM, Marco Vannini wrote:

> Hi all,
> 
> I'm trying the iphone handler on a 3.1.2 with the 2 appl available on Google 
> Play (DS HelpDesk and MegaTicket) but I'm getting errors like:
> 
> on phone 
> 
> No access to 'iPhoneObject'!
> 
> and on error_log
> 
> ERROR: OTRS-iPhoneHandle-10 Perl: 5.10.1 OS: linux Time: Mon Mar 12 12:29:52 
> 2012
> 
>  Message: No access to 'iPhoneObject'!
> 
>  Traceback (8719): 
>Module: Core::Dispatch (unknown version) Line: 202
>Module: 
> ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_json_2epl::handler 
> (unknown version) Line: 61
>Module: (eval) (v1.18) Line: 204
>Module: ModPerl::RegistryCooker::run (v1.18) Line: 204
>Module: ModPerl::RegistryCooker::default_handler (v1.18) Line: 170
>Module: ModPerl::Registry::handler (v1.99) Line: 31
> 
> 
> beeing the first time I'm trying to use this module I would just like to know 
> if it's a my error or it is not yet usable with this apps (if anyone knows 
> this) or else.
> 
> Thank you in advance.
> 
> Marco Vannini
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Re: [otrs] ACLs

2012-01-26 Thread Carlos Rodríguez

Hi Wagner, Hi Carlos

Yes for the first is ok, but you may also need another ACLs that restricts the 
estate for all other cases like:

> $Self->{TicketAcl}->{'ACL-problemstateclose2'} = {
>   Properties => {
>   Frontend => {
>   Action => ['AgentTicketClose'],
>   },
>  },
> PossibleNot => {
>  Ticket => {
>  State => ['State'],
>   },
>   },
> };



For the second problem I have good news and bad news h well... bad 
news. I don't think this is possible on other screens in otrs 2.4 or 3.0. Good 
news I think it can be done in upcoming otrs 3.1, you can check the beta 4 that 
is already GA and the beta 5 will be released next week.

If you have the chance to check if what you want works ok in otrs 3.1 i will 
appreciate any feedback

((enjoy))

Carlos Rodríguez




On Jan 26, 2012, at 9:25 AM, Carlos Andrés Gallego Arboleda wrote:

> Hi wagner, 
> 
> On the first point try this ACL
> 
> $Self->{TicketAcl}->{'ACL-problemstateclose'} = {
>   Properties => {
>   Frontend => {
>   Action => ['AgentTicketClose'],
>   },
>   Type => {
>   Name => ['Problem'],
>   },
>  },
> Possible => {
>  Ticket => {
>  State => ['State'],
>   },
>   },
> };
> 
> And the second one, I can't help you. 
> 
> 2012/1/26 Wagner 
> Hello,
> 
> I have some questions about ACLs
> 
> first: I need to create a ACL that works on the TicketViewClose that will add 
> a possible next state if the type of a ticket is problem, is there a way to 
> do this?
> 
> second: I created ACLs to filter services based on the type of ticket, if is 
> a incident only services related to incidents, if is a Request only services 
> related to requests. That works fine, but I have a problem, imagine I create 
> a ticket as a Incident after created I want to reclassify it to Request, it 
> doesn't reload the services of Request, only shows the ones from Incident. Is 
> there a way to make ACL work in another views like AddNote or any other?
> 
> Thanks
> 
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Re: [otrs] help OTRS configuration

2011-12-09 Thread Carlos Rodríguez

Hi Nikhil,

You need to configure a PostMaster account (like POP3 or IMAP) in the Admin 
interface.

((enjoy))

Carlos Rodríguez




On Dec 9, 2011, at 1:31 AM, Nikhil Joshi wrote:

>  
> Hello,
> I’m configuring the OTRS but I have following issue:
>  
>  
> 1.Automatic ticket should be created when new mail is send to the OTRS admin.
> Kindly help me
>  
> Regards
> Nikhil Joshi
> Webdynpro Consultant
> ArchitectSAP Solutions  | www.ArchitectSAP.com | 9960979700
> Pune
>  
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[otrs] Fwd: OTRS-iphone can't change ticket owner

2011-02-23 Thread Carlos Rodríguez

Hi LuisI' ve create a Bug on the bugzilla you can check the advance of the bug here:http://bugs.otrs.org/show_bug.cgi?id=6948
((enjoy))Carlos Rodríguez

Begin forwarded message:From: Marc Nilius Date: February 23, 2011 2:53:19 AM CSTTo: Carlos Rodriguez Subject: Fwd: [otrs] OTRS-iphone can't change ticket owner



 Original-Nachricht 

  

  Betreff: 
  [otrs] OTRS-iphone can't change ticket owner


  Datum: 
  Tue, 22 Feb 2011 11:35:35 -0600 (CST)


  Von: 
  Luis "Vox" Garza 


  Antwort
an: 
  Luis "Vox" Garza , User questions and
discussions about OTRS. 


  An: 
  OTRS 

  



Hi 

Well, after managing to fix the broken upgrade problem I had, now I'm back at the basic error that made me look at the upgrade...but that wasn't fixed by fixing otrs :) 

Here's the thing...I can't change ticket owners with the iphone app...when I try to select an owner in the move-ticket screen, I get: 

Warning 
There are no options available for this field. 
Please contact your administrator for assistance. 

Unfortunately, the administrator is me :) 

I activated the debugging logs for the iphone plugin thing in otrs, and I see two lines whenever I try to select a new owner in the iphone app: 

[2011-02-22 12:19:48][Debug] [Inbound] [User=vox&Password=&Object=CustomObject&Method=UsersGet&Data="" 
[2011-02-22 12:19:48][Debug] [Outbound] [{"Result":"successful","Data":[{"3":"***","2":"Garza Luis (vox)","5":"*"}]} 

(substituted * for the name of the two agents that show up in that line). 

So...the log by itself tells me it should work...but the app says no :( 

Any help would be greatly appreciated...the iphone app has become the main ticket manipulation tool for most of the agents here (we tend to not be at the office much)...I'm facing a revolt here! :) 

Thanks in advance 

Luis 

-- 
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Re: [otrs] showing faq voting system om public.pl

2011-02-23 Thread Carlos Rodríguez

Hi 

Voting system is not available in Public Interface (no config setting will turn 
it on)

To vote is necessary a User ID (Agent or Customer) so the user can only vote 
once by FAQ article revision.

I know this is an inconvenient for you so, If you like, you can rise an 
enhancement bug on our bugzilla http://bugs.otrs.org/ , and you will be able to 
track it ;-)

((enjoy))

Carlos Rodríguez




On Feb 23, 2011, at 3:38 AM, Bruno Cardon wrote:

> Thanks,
> 
> We did this but still don't see the voting system :(
> 
> 
> Op 22/02/2011 17:15, jose francisco schreef:
>> in SysConfig search Voting (Core::Item::Voting) and set in 
>> FAQ::Item::Voting::Show: the public interface.
>> 
>> public  public(public)
>> 
>> 
>> Göero
>> 
>> Bruno Cardon wrote:
>>> Hi,
>>> 
>>> Is it possible to show the voting system on the public part of otrs without 
>>> the need of logging in ?
>>> We have added key : public and public (public) to  FAQ::Item::Voting::Show 
>>> but notting shows up on the page.
>>> We are using otrs 3.0.5 and faq 2.0.2
>>> 
>>> kind regards,
>>> 
>>> 
>>> -
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>>> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] iPhone access OTRS 2.4.7/ITSM 2.1.1

2011-01-25 Thread Carlos Rodríguez

Hi Magic

As far as I can see this log snippet is the initialization and the last 
response is the data to the main iPhone App Screen, where you should see that 
you have 9 Locked tickets, right? I need to ask you if you please click on the 
"Queue View" icon from the main screen and add the resulting logs to the 
current one.

BTW apparently the log is form an OTRS 2.4.9 is this a testing environment 
different from the 2.4.7 as reported in the mail header?

Thank you in advance

((enjoy))

Carlos Rodríguez




On Jan 25, 2011, at 5:12 AM, Magic Boiz wrote:

> Hi Carlos
> 
> these is all I have:
> 
> iPhoneHandle log:
> [2011-01-25 12:09:14][Debug] [Inbound] 
> [User=user123&Password=&Object=CustomObject&Method=VersionGet&Data={}
> [2011-01-25 12:09:20][Debug] [Outbound] 
> [{"Result":"successful","Data":[{"URL":"http://otrs.org/","Framework":"2.4.9","Version":"0.9.6","Vendor":"OTRS
>  AG","Name":"iPhoneHandle"}]}
> [2011-01-25 12:09:20][Debug] [Inbound] 
> [User=user123&Password=&Object=CustomObject&Method=InitConfigGet&Data={}
> [2011-01-25 12:09:26][Debug] [Outbound] 
> [{"Result":"successful","Data":[{"TicketResponsible":"0","TicketWatcher":"0","CurrentTimestamp":"2011-01-25
>  
> 12:09:20","VersionGet":{"URL":"http://otrs.org/","Framework":"2.4.9","Version":"0.9.6","Vendor":"OTRS
>  
> AG","Name":"iPhoneHandle"},"CustomerSearchAutoComplete":{"QueryDelay":"0.1","Active":"1","MaxResultsDisplayed":"20","TypeAhead":"false","MinQueryLength":"2"},"DefaultCharset":"utf-8"}]}
> [2011-01-25 12:09:27][Debug] [Inbound] 
> [User=user123&Password=&Object=CustomObject&Method=Badges&Data={}
> [2011-01-25 12:09:27][Debug] [Outbound] 
> [{"Result":"successful","Data":[{"Locked":{"New":0,"All":"9"}}]}
> 
> syslog:
> Jan 25 12:09:27 otrs-icm OTRS-RPC-99[29497]: 
> [Notice][Kernel::System::Auth::DB::Auth] User: user123 authentication ok 
> (REMOTE_ADDR: X.X.X.X). 
> 
> 
> 
> 
> 
> 
> 
> 
> 2011/1/24 Carlos Rodríguez 
> Hi Magic
> 
> I'm testing iPhoneHandle with OTRS 2.4.x and ITSM 2.1.1 and I have no 
> problems with queue view, could I ask you if you can recreate the problem and 
> provide us both log files from iPhoneHandle and from normal OTRS log to try 
> to determine the root cause of the problem that you are having?
> 
> Than you! 
> 
> ((enjoy))
> 
> Carlos Rodríguez
> 
> 
> 
> 
> On Jan 21, 2011, at 5:28 AM, Magic Boiz wrote:
> 
>> In the debug file I see:
>> 
>> [2011-01-21 12:24:42][Debug] [Inbound] 
>> [User=agent1321&Password=&Object=CustomObject&Method=QueueView&Data={}
>> [2011-01-21 12:24:42][Debug] [Outbound] [{"Result":"successful","Data":[]}
>> 
>> 
>> 
>> 
>> On Fri, Jan 21, 2011 at 12:21 PM, Magic Boiz  wrote:
>> Good morning everybody
>> 
>> I've got an iPhone4 (lucky me), and I installed iPhoneHandle 0.9.6.
>> 
>> When I acess to json.pl interface, I can login correctly, but I cannot see 
>> any queue¿?¿?
>> Using the web interface, my user has full access to all queues.
>> 
>> Any idea what's happeing?
>> 
>> 
>> thanks in advance!!
>> 
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
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> 
> 
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Re: [otrs] iPhone app : can't assign next status when replying

2011-01-24 Thread Carlos Rodríguez

Hi Stefan

The Queue is a required field because of the TicketACL, please check if you 
have activated Ticket ACLs

The configuration didn't work because this State List is not based on the 
"Action" parameter, also since iPhone App is not web based it does not provide 
"Action" parameter, but your solution is very clever it could work on another 
otrs web app screen ;)

I need to ask you too for the iPhoneHandle Debug Log and otrs system log to 
have more information

To activate the Debug Log please:

1 Login to OTRS (Web App) with an Admin Permissions User
2 Go to Admin an click on Sysconfig
3 Select iPhone Group
4 Clink on Core::Log
5 Active the iPhone::DebugLog
6 Select a file for iPhone::LogFile

Please try to reproduce the issue and provide us both otrs system log and 
iphone handle log.

 
((enjoy))

Carlos Rodríguez




On Jan 24, 2011, at 12:11 AM, Stephan Lang wrote:

> Hi,
> 
> I'm having the same issue here, but I thought it worked in one of the last 
> versions.
> OTRS Version is 2.4.5 and iPhone Handler Version is 0.9.6
> 
> I've added
> 
> $Self->{'iPhone::Frontend::AgentTicketCompose'}->{'StateType'} = ['open', 
> 'closed'];
> 
> to Config.pm without success.
> 
> I've also noticed that when creating a ticket on the iPhone without choosing 
> a queue first I'm getting the following error:
> 
> Error
> The options of the field "Next Ticket State" depend on the values of the 
> following fields which are currently empty:
> To queue
> Please provide values for these fields before selecting an option for the 
> field "Next Ticket State".
> 
> Is there a way to specify states for queues? Maybe that Is my problem?
> 
> 
> Yours sincerely
> 
> p.p. Stephan Lang
> System Administrator
> 
> Tel.: +49 9180 189-276
> Fax.: +49 9180 189-55276
> E-Mail: stephan.l...@bockonline.de
> Internet: http://www.bockonline.de
> -Ursprüngliche Nachricht-
> Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
> Michiel Beijen
> Gesendet: Sonntag, 23. Januar 2011 09:45
> An: User questions and discussions about OTRS.
> Betreff: Re: [otrs] iPhone app : can't assign next status when replying
> 
> Hi Ionel,
> 
> Make sure you have valid options defined under 
> iPhone::Frontend::AgentTicketCompose###StateType in SysConfig. If you have 
> renamed your state types, you must modify the default values here.
> --
> Mike
> 
> On Sat, Jan 22, 2011 at 5:19 PM, GARDAIS Ionel 
>  wrote:
>> Hi,
>> 
>> I've setup the SOAP interface and the iPhone module.
>> It works great but when replying to a ticket, I can't assign a next status.
>> The field is preset with "open" and touching it displays "Warning, There are 
>> no options available for this field. Please contact your administrator for 
>> assistance".
>> 
>> Any clues about that ?
>> 
>> Thanks,
>> Ionel
>> -
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Re: [otrs] iPhone app : can't assign next status when replying

2011-01-24 Thread Carlos Rodríguez

Hi lonel

Could you provide the iPhone Handle debug log and otrs log files in order to 
check them?

Thank you in advance

((enjoy))

Carlos Rodríguez




On Jan 22, 2011, at 10:19 AM, GARDAIS Ionel wrote:

> Hi,
> 
> I've setup the SOAP interface and the iPhone module.
> It works great but when replying to a ticket, I can't assign a next status.
> The field is preset with "open" and touching it displays "Warning, There are 
> no options available for this field. Please contact your administrator for 
> assistance".
> 
> Any clues about that ?
> 
> Thanks,
> Ionel
> -
> 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
> 

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Re: [otrs] iPhone App - Ticket Search?

2011-01-24 Thread Carlos Rodríguez

Hi Hugh 

No, i'm sorry, currently there is no search functionality on iPhone App


((enjoy))

Carlos Rodríguez




On Oct 8, 2010, at 6:47 AM, Hugh Kelley wrote:

> Is there a ticket search option for the app?  I can't see how to find tickets 
> for a given user or subject.
> 
> Hugh
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Re: [otrs] iPhone app crashes

2011-01-24 Thread Carlos Rodríguez

Hi Kristofer

You can always activate iPhoneHandle Debug Log and provide us the log 
information to try to fund out what's the problem

To activate the Debug Log please:

1 Login to OTRS (Web App) with an Admin Permissions User
2 Go to Admin an click on Sysconfig
3 Select iPhone Group
4 Clink on Core::Log
5 Active the iPhone::DebugLog
6 Select a file for iPhone::LogFile

Please try to reproduce the issue and provide us both otrs system log and 
iphone handle log.

Can you provide us otrs version, iPhoneHandle version and iPhone App version 
please?

And if you can please file a bug on the bugzilla :) as suggested by Alexander,  
we will appreciate it

((enjoy))

Carlos Rodríguez




On Nov 15, 2010, at 2:15 AM, Alexander Halle wrote:

> Kristofer Pettijohn wrote :
>> Update: This happens when I click on a ticket and it says "Reading Ticket 
>> Articles", and then it crashes and goes back to the iPhone home screen.
>> Anyone?
>> If there is any way to provide debug/log information, I would be happy to.
> 
> Hi Kristofer,
> 
> you can go to http://bugs.otrs.org to look for this bug or to report this bug 
> if you get no answer on the mailing list.
> 
> Regards
> 
> Alexander
> 
> -- 
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Re: [otrs] iPhone access OTRS 2.4.7/ITSM 2.1.1

2011-01-23 Thread Carlos Rodríguez

Hi Magic

I'm testing iPhoneHandle with OTRS 2.4.x and ITSM 2.1.1 and I have no problems 
with queue view, could I ask you if you can recreate the problem and provide us 
both log files from iPhoneHandle and from normal OTRS log to try to determine 
the root cause of the problem that you are having?

Than you! 

((enjoy))

Carlos Rodríguez




On Jan 21, 2011, at 5:28 AM, Magic Boiz wrote:

> In the debug file I see:
> 
> [2011-01-21 12:24:42][Debug] [Inbound] 
> [User=agent1321&Password=&Object=CustomObject&Method=QueueView&Data={}
> [2011-01-21 12:24:42][Debug] [Outbound] [{"Result":"successful","Data":[]}
> 
> 
> 
> 
> On Fri, Jan 21, 2011 at 12:21 PM, Magic Boiz  wrote:
> Good morning everybody
> 
> I've got an iPhone4 (lucky me), and I installed iPhoneHandle 0.9.6.
> 
> When I acess to json.pl interface, I can login correctly, but I cannot see 
> any queue¿?¿?
> Using the web interface, my user has full access to all queues.
> 
> Any idea what's happeing?
> 
> 
> thanks in advance!!
> 
> -
> 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

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Re: [otrs] Can't go after Login

Re: [otrs] Time Accounting leave hours

Re: [otrs] Queue view are not showing data after upgrade to 3.1

Re: [otrs] Edit PDF stats

Re: [otrs] iphone handler 1.0.91 (1.1.0 beta)

Re: [otrs] iphone handler 1.0.91

Re: [otrs] ACLs

Re: [otrs] help OTRS configuration

[otrs] Fwd: OTRS-iphone can't change ticket owner

Re: [otrs] showing faq voting system om public.pl

Re: [otrs] iPhone access OTRS 2.4.7/ITSM 2.1.1

Re: [otrs] iPhone app : can't assign next status when replying

Re: [otrs] iPhone app : can't assign next status when replying

Re: [otrs] iPhone App - Ticket Search?

Re: [otrs] iPhone app crashes

Re: [otrs] iPhone access OTRS 2.4.7/ITSM 2.1.1

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