Re: [otrs] ticket_history table understanding
why not using search tool inside otrs ( http://otrs/otrs/index.pl?Action=AgentTicketSearch) then, if you make an export to csv you can do what you want. 2014-02-27 8:23 GMT+01:00 Darshak Modi darshak.m...@elitecore.com: Hi All, I can see multiple ticket state in the table. I want to find last state, for some tickets 2 states at same time. My goal is to find Open/Pending/New ticket on that day. Say tickets till 25th. - 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] Customer reporting issue on myticket view
Hi Sujeeva,
if the agent press the person icon on the upper left corner access the
index.pl?Action=AgentTicketLockedView that show him just his tickets (if he
has at least 1 locked)
about my case, instead, I activated sql logging on mysql and seems
something strange for me. Those are the 2 main query launched as soon as
e-orgitano pressed the 2 options on the menu:
1 (my ticket). SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN
queue sq ON sq.id = st.queue_id WHERE 1=1 AND ((st.customer_id) IN
(('7666')) OR st.customer_user_id = 'e-orgitanog') AND sq.group_id IN (1,
1, 22, 23, 24, 25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52, 53, 54,
74, 88, 89, 90) LIMIT 1
2 (company ticket) . SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER
JOIN queue sq ON sq.id = st.queue_id WHERE 1=1 AND ((st.customer_id) IN
(('7666')) OR st.customer_user_id = 'e-orgitanog') AND sq.group_id IN (1,
1, 22, 23, 24, 25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52, 53, 54,
74, 88, 89, 90) AND (((st.customer_id = '7666') )) LIMIT 1
Shouldn't be the first limited at the customer_user_id ?
2014-02-12 7:46 GMT+01:00 Sujeeva Tissaarachchi sujeev...@yahoo.com:
I would like to ask it in this way. How to filter the ticket visibility in
agent level. For example, Agent A should be able to see only the tickets
assigned to him. Not all the tickets in his group's queue
Best Regards,
Sujeeva Tissaarachchi
On Tuesday, 11 February 2014 11:19 PM, Marco Vannini
marco.vann...@gmail.com wrote:
ok, I did some test.
bssdev (the company) has 160 user.
User marco is associated to bssdev and sees 52 open tickets (in both views)
If I change the customer_id for marco from bssdev to a not existant,
framework shows me just 2 tickets for my (that is it right, are his
tickets) and request new ticket (0) for company.
as soon as I reset bssdev as customer_id at him all 52 tickets are back to
both views.
But let me check something else, there must be something around with other
account. I'll check and I'll update this post.
Thank you so much for now
2014-02-11 18:35 GMT+01:00 Gerald Young cryth...@gmail.com:
isn't this a site where to ask if anyone had similar problem and or
having found solutions?
Sure, but also, we can't be sure that we've found something that
specifically matches your experience.
For instance, if there is a one-to-one unique relationship with
CustomerUserID (login) and CustomerID, the Company Tickets will exactly
match My Tickets
If there are tickets from users with the same CustomerID but different
CustomerUserID (login), then it should be that tickets submitted by
CustomerA with CustomerID X will not show in CustomerB's My Tickets but
will show in Company Tickets for all customers with CustomerID X.
What you've posted (actually, you have implied, but not outright stated)
is that CustomerB can see CustomerA's tickets in CustomerB's My Tickets.
I can reasonably make an assumption that this is not something that other
people have encountered. If they had, I'm sure this would have already been
a big problem previously addressed in v2.0.
on OTRS we are STILL viewing ticket in a wrong way, we are not able to
filter for user, can you solve please
I'd need more information on what in a wrong way means, in explicit,
fixable terms, before I could tell you hey, I encountered something like
this, and here's how it no longer is in a wrong way.
On Tue, Feb 11, 2014 at 12:14 PM, Marco Vannini
marco.vann...@gmail.comwrote:
Hi Gerald, Sorry, you are right.
mainly: Inability to see a different list between My Tickets and
Company Tickets
All the ticket he saw in my ticket are indeed ticket related at his
company in any case
About the other:
What doesn't work? the filter on the client ticket
What is expected? to have 2 different views. 1 for client's ticket and the
other for company
What is experienced? that seems that the 2 views are showing the same
tickets
What has changed? ... the mail from the customer, as in normal ways, is:
on OTRS we are STILL viewing ticket in a wrong way, we are not able to
filter for user, can you solve please ?... but I've never received an
initial alert... recently I've updated to 3.2.14
What problems are caused by this? customer annoyance
How long has it been happening? dunno
Do other customers have this issue? seems not (tested just some not all)
Are there any logs that indicate issues? doesn't seems to be error or
warning in http , mysql and otrs logs
Can you replicate the issue internally? on other system no. I have to
prepare a VM and export 600M.tgz to replicate. On the same system yes. If
you access customer interface with his account.
How would it be possible for random viewer of this list to replicate your
experience? dunno. isn't this a site where to ask if anyone had similar
problem and or having found solutions ?... I've badly exposed my problem
but maybe someone encountered
Re: [otrs] Customer reporting issue on myticket view
Ok , the previous select extracts all tickets. I don't know if the value
is working as aspected if I'm on myticket but in any case, the select
that fetch open ticket is:
mysql SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON
sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11, 13,
4, 6, 7, 8 ) AND ((st.customer_id) IN (('7666')) OR st.customer_user_id =
'e-orgitanog') AND sq.group_id IN (1, 1, 22, 23, 24, 25, 28, 29, 30, 34,
35, 36, 40, 41, 42, 43, 44, 52, 53, 54, 74, 88, 89, 90) LIMIT 1;
++
| COUNT(DISTINCT(st.id)) |
++
| 53 |
++
but should be (IMHO) but it is not.
mysql SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON
sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11, 13,
4, 6, 7, 8 ) AND st.customer_user_id = 'e-orgitanog' AND sq.group_id IN
(1, 1, 22, 23, 24, 25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52, 53,
54, 7
4, 88, 89, 90) LIMIT 1
- ;
++
| COUNT(DISTINCT(st.id)) |
++
| 2 |
++
1 row in set (0.00 sec)
Seems that the same behaviour is the same for all the customer but they
didn't reported to me before... :(
2014-02-12 10:16 GMT+01:00 Neeraj Kumar nku...@gdiindia.com:
Hi,
Are you working with OTRS.
-- Original Message --
From: Sujeeva Tissaarachchi sujeev...@yahoo.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: 12-02-2014 12:16:26
Subject: Re: [otrs] Customer reporting issue on myticket view
I would like to ask it in this way. How to filter the ticket visibility
in agent level. For example, Agent A should be able to see only the
tickets assigned to him. Not all the tickets in his group's queue
Best Regards,
Sujeeva Tissaarachchi
On Tuesday, 11 February 2014 11:19 PM, Marco Vannini
marco.vann...@gmail.com wrote:
ok, I did some test.
bssdev (the company) has 160 user.
User marco is associated to bssdev and sees 52 open tickets (in both views)
If I change the customer_id for marco from bssdev to a not existant,
framework shows me just 2 tickets for my (that is it right, are his
tickets) and request new ticket (0) for company.
as soon as I reset bssdev as customer_id at him all 52 tickets are back to
both views.
But let me check something else, there must be something around with other
account. I'll check and I'll update this post.
Thank you so much for now
2014-02-11 18:35 GMT+01:00 Gerald Young cryth...@gmail.com:
isn't this a site where to ask if anyone had similar problem and or
having found solutions?
Sure, but also, we can't be sure that we've found something that
specifically matches your experience.
For instance, if there is a one-to-one unique relationship with
CustomerUserID (login) and CustomerID, the Company Tickets will exactly
match My Tickets
If there are tickets from users with the same CustomerID but different
CustomerUserID (login), then it should be that tickets submitted by
CustomerA with CustomerID X will not show in CustomerB's My Tickets but
will show in Company Tickets for all customers with CustomerID X.
What you've posted (actually, you have implied, but not outright stated)
is that CustomerB can see CustomerA's tickets in CustomerB's My Tickets.
I can reasonably make an assumption that this is not something that other
people have encountered. If they had, I'm sure this would have already been
a big problem previously addressed in v2.0.
on OTRS we are STILL viewing ticket in a wrong way, we are not able to
filter for user, can you solve please
I'd need more information on what in a wrong way means, in explicit,
fixable terms, before I could tell you hey, I encountered something like
this, and here's how it no longer is in a wrong way.
On Tue, Feb 11, 2014 at 12:14 PM, Marco Vannini
marco.vann...@gmail.comwrote:
Hi Gerald, Sorry, you are right.
mainly: Inability to see a different list between My Tickets and
Company Tickets
All the ticket he saw in my ticket are indeed ticket related at his
company in any case
About the other:
What doesn't work? the filter on the client ticket
What is expected? to have 2 different views. 1 for client's ticket and the
other for company
What is experienced? that seems that the 2 views are showing the same
tickets
What has changed? ... the mail from the customer, as in normal ways, is:
on OTRS we are STILL viewing ticket in a wrong way, we are not able to
filter for user, can you solve please ?... but I've never received an
initial alert... recently I've updated to 3.2.14
What problems are caused by this? customer annoyance
How long has it been happening? dunno
Do other customers have this issue? seems not (tested just some not all)
Are there any logs that indicate issues? doesn't seems to be error or
warning
Re: [otrs] Customer reporting issue on myticket view
Analyzing CustomerTicketOverview.pm against github I saw that a bug is
presents:
http://bugs.otrs.org/show_bug.cgi?id=10212
Trying to apply the non 3.3 version ...
2014-02-12 11:01 GMT+01:00 Marco Vannini marco.vann...@gmail.com:
Ok , the previous select extracts all tickets. I don't know if the value
is working as aspected if I'm on myticket but in any case, the select
that fetch open ticket is:
mysql SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq
ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11,
13, 4, 6, 7, 8 ) AND ((st.customer_id) IN (('7666')) OR
st.customer_user_id = 'e-orgitanog') AND sq.group_id IN (1, 1, 22, 23, 24,
25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52, 53, 54, 74, 88, 89, 90)
LIMIT 1;
++
| COUNT(DISTINCT(st.id)) |
++
| 53 |
++
but should be (IMHO) but it is not.
mysql SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq
ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11,
13, 4, 6, 7, 8 ) AND st.customer_user_id = 'e-orgitanog' AND sq.group_id
IN (1, 1, 22, 23, 24, 25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52,
53, 54, 7
4, 88, 89, 90) LIMIT 1
- ;
++
| COUNT(DISTINCT(st.id)) |
++
| 2 |
++
1 row in set (0.00 sec)
Seems that the same behaviour is the same for all the customer but they
didn't reported to me before... :(
2014-02-12 10:16 GMT+01:00 Neeraj Kumar nku...@gdiindia.com:
Hi,
Are you working with OTRS.
-- Original Message --
From: Sujeeva Tissaarachchi sujeev...@yahoo.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: 12-02-2014 12:16:26
Subject: Re: [otrs] Customer reporting issue on myticket view
I would like to ask it in this way. How to filter the ticket visibility
in agent level. For example, Agent A should be able to see only the
tickets assigned to him. Not all the tickets in his group's queue
Best Regards,
Sujeeva Tissaarachchi
On Tuesday, 11 February 2014 11:19 PM, Marco Vannini
marco.vann...@gmail.com wrote:
ok, I did some test.
bssdev (the company) has 160 user.
User marco is associated to bssdev and sees 52 open tickets (in both
views)
If I change the customer_id for marco from bssdev to a not existant,
framework shows me just 2 tickets for my (that is it right, are his
tickets) and request new ticket (0) for company.
as soon as I reset bssdev as customer_id at him all 52 tickets are back
to both views.
But let me check something else, there must be something around with
other account. I'll check and I'll update this post.
Thank you so much for now
2014-02-11 18:35 GMT+01:00 Gerald Young cryth...@gmail.com:
isn't this a site where to ask if anyone had similar problem and or
having found solutions?
Sure, but also, we can't be sure that we've found something that
specifically matches your experience.
For instance, if there is a one-to-one unique relationship with
CustomerUserID (login) and CustomerID, the Company Tickets will exactly
match My Tickets
If there are tickets from users with the same CustomerID but different
CustomerUserID (login), then it should be that tickets submitted by
CustomerA with CustomerID X will not show in CustomerB's My Tickets but
will show in Company Tickets for all customers with CustomerID X.
What you've posted (actually, you have implied, but not outright stated)
is that CustomerB can see CustomerA's tickets in CustomerB's My Tickets.
I can reasonably make an assumption that this is not something that other
people have encountered. If they had, I'm sure this would have already been
a big problem previously addressed in v2.0.
on OTRS we are STILL viewing ticket in a wrong way, we are not able
to filter for user, can you solve please
I'd need more information on what in a wrong way means, in explicit,
fixable terms, before I could tell you hey, I encountered something like
this, and here's how it no longer is in a wrong way.
On Tue, Feb 11, 2014 at 12:14 PM, Marco Vannini
marco.vann...@gmail.comwrote:
Hi Gerald, Sorry, you are right.
mainly: Inability to see a different list between My Tickets and
Company Tickets
All the ticket he saw in my ticket are indeed ticket related at his
company in any case
About the other:
What doesn't work? the filter on the client ticket
What is expected? to have 2 different views. 1 for client's ticket and
the other for company
What is experienced? that seems that the 2 views are showing the same
tickets
What has changed? ... the mail from the customer, as in normal ways, is:
on OTRS we are STILL viewing ticket in a wrong way, we are not able to
filter for user, can you solve please ?... but I've never received an
initial alert... recently I've
Re: [otrs] Customer reporting issue on myticket view
SOLVED using the CustomerTicketOverview.pm version presents in github for
branch 3.2
2014-02-12 11:44 GMT+01:00 Marco Vannini marco.vann...@gmail.com:
Analyzing CustomerTicketOverview.pm against github I saw that a bug is
presents:
http://bugs.otrs.org/show_bug.cgi?id=10212
Trying to apply the non 3.3 version ...
2014-02-12 11:01 GMT+01:00 Marco Vannini marco.vann...@gmail.com:
Ok , the previous select extracts all tickets. I don't know if the value
is working as aspected if I'm on myticket but in any case, the select
that fetch open ticket is:
mysql SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq
ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11,
13, 4, 6, 7, 8 ) AND ((st.customer_id) IN (('7666')) OR
st.customer_user_id = 'e-orgitanog') AND sq.group_id IN (1, 1, 22, 23, 24,
25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52, 53, 54, 74, 88, 89, 90)
LIMIT 1;
++
| COUNT(DISTINCT(st.id)) |
++
| 53 |
++
but should be (IMHO) but it is not.
mysql SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq
ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11,
13, 4, 6, 7, 8 ) AND st.customer_user_id = 'e-orgitanog' AND sq.group_id
IN (1, 1, 22, 23, 24, 25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52,
53, 54, 7
4, 88, 89, 90) LIMIT 1
- ;
++
| COUNT(DISTINCT(st.id)) |
++
| 2 |
++
1 row in set (0.00 sec)
Seems that the same behaviour is the same for all the customer but they
didn't reported to me before... :(
2014-02-12 10:16 GMT+01:00 Neeraj Kumar nku...@gdiindia.com:
Hi,
Are you working with OTRS.
-- Original Message --
From: Sujeeva Tissaarachchi sujeev...@yahoo.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: 12-02-2014 12:16:26
Subject: Re: [otrs] Customer reporting issue on myticket view
I would like to ask it in this way. How to filter the ticket
visibility in agent level. For example, Agent A should be able to see
only the tickets assigned to him. Not all the tickets in his group's queue
Best Regards,
Sujeeva Tissaarachchi
On Tuesday, 11 February 2014 11:19 PM, Marco Vannini
marco.vann...@gmail.com wrote:
ok, I did some test.
bssdev (the company) has 160 user.
User marco is associated to bssdev and sees 52 open tickets (in both
views)
If I change the customer_id for marco from bssdev to a not existant,
framework shows me just 2 tickets for my (that is it right, are his
tickets) and request new ticket (0) for company.
as soon as I reset bssdev as customer_id at him all 52 tickets are back
to both views.
But let me check something else, there must be something around with
other account. I'll check and I'll update this post.
Thank you so much for now
2014-02-11 18:35 GMT+01:00 Gerald Young cryth...@gmail.com:
isn't this a site where to ask if anyone had similar problem and or
having found solutions?
Sure, but also, we can't be sure that we've found something that
specifically matches your experience.
For instance, if there is a one-to-one unique relationship with
CustomerUserID (login) and CustomerID, the Company Tickets will exactly
match My Tickets
If there are tickets from users with the same CustomerID but different
CustomerUserID (login), then it should be that tickets submitted by
CustomerA with CustomerID X will not show in CustomerB's My Tickets but
will show in Company Tickets for all customers with CustomerID X.
What you've posted (actually, you have implied, but not outright stated)
is that CustomerB can see CustomerA's tickets in CustomerB's My Tickets.
I can reasonably make an assumption that this is not something that other
people have encountered. If they had, I'm sure this would have already been
a big problem previously addressed in v2.0.
on OTRS we are STILL viewing ticket in a wrong way, we are not able
to filter for user, can you solve please
I'd need more information on what in a wrong way means, in explicit,
fixable terms, before I could tell you hey, I encountered something like
this, and here's how it no longer is in a wrong way.
On Tue, Feb 11, 2014 at 12:14 PM, Marco Vannini marco.vann...@gmail.com
wrote:
Hi Gerald, Sorry, you are right.
mainly: Inability to see a different list between My Tickets and
Company Tickets
All the ticket he saw in my ticket are indeed ticket related at his
company in any case
About the other:
What doesn't work? the filter on the client ticket
What is expected? to have 2 different views. 1 for client's ticket and
the other for company
What is experienced? that seems that the 2 views are showing the same
tickets
What has changed? ... the mail from the customer, as in normal ways, is:
on OTRS we
Re: [otrs] Customer reporting issue on myticket view
+1 (G+ style)
:)
2014-02-12 14:25 GMT+01:00 Gerald Young cryth...@gmail.com:
Marco,
Thanks for your effort here. This bug seems to have been introduced in
3.3.4 per bugzilla. If anything else positive may come from this, now you
can be the one who has previously experienced this and can provide
assistance :).
Kudos to you!
On Wed, Feb 12, 2014 at 5:57 AM, Marco Vannini marco.vann...@gmail.comwrote:
SOLVED using the CustomerTicketOverview.pm version presents in github for
branch 3.2
2014-02-12 11:44 GMT+01:00 Marco Vannini marco.vann...@gmail.com:
Analyzing CustomerTicketOverview.pm against github I saw that a bug is
presents:
http://bugs.otrs.org/show_bug.cgi?id=10212
Trying to apply the non 3.3 version ...
2014-02-12 11:01 GMT+01:00 Marco Vannini marco.vann...@gmail.com:
Ok , the previous select extracts all tickets. I don't know if the
value is working as aspected if I'm on myticket but in any case, the
select that fetch open ticket is:
mysql SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue
sq ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1,
10, 11, 13, 4, 6, 7, 8 ) AND ((st.customer_id) IN (('7666')) OR
st.customer_user_id = 'e-orgitanog') AND sq.group_id IN (1, 1, 22, 23, 24,
25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52, 53, 54, 74, 88, 89, 90)
LIMIT 1;
++
| COUNT(DISTINCT(st.id)) |
++
| 53 |
++
but should be (IMHO) but it is not.
mysql SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue
sq ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1,
10, 11, 13, 4, 6, 7, 8 ) AND st.customer_user_id = 'e-orgitanog' AND
sq.group_id IN (1, 1, 22, 23, 24, 25, 28, 29, 30, 34, 35, 36, 40, 41, 42,
43, 44, 52, 53, 54, 7
4, 88, 89, 90) LIMIT 1
- ;
++
| COUNT(DISTINCT(st.id)) |
++
| 2 |
++
1 row in set (0.00 sec)
Seems that the same behaviour is the same for all the customer but they
didn't reported to me before... :(
2014-02-12 10:16 GMT+01:00 Neeraj Kumar nku...@gdiindia.com:
Hi,
Are you working with OTRS.
-- Original Message --
From: Sujeeva Tissaarachchi sujeev...@yahoo.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: 12-02-2014 12:16:26
Subject: Re: [otrs] Customer reporting issue on myticket view
I would like to ask it in this way. How to filter the ticket
visibility in agent level. For example, Agent A should be able to see
only the tickets assigned to him. Not all the tickets in his group's queue
Best Regards,
Sujeeva Tissaarachchi
On Tuesday, 11 February 2014 11:19 PM, Marco Vannini
marco.vann...@gmail.com wrote:
ok, I did some test.
bssdev (the company) has 160 user.
User marco is associated to bssdev and sees 52 open tickets (in both
views)
If I change the customer_id for marco from bssdev to a not existant,
framework shows me just 2 tickets for my (that is it right, are his
tickets) and request new ticket (0) for company.
as soon as I reset bssdev as customer_id at him all 52 tickets are
back to both views.
But let me check something else, there must be something around with
other account. I'll check and I'll update this post.
Thank you so much for now
2014-02-11 18:35 GMT+01:00 Gerald Young cryth...@gmail.com:
isn't this a site where to ask if anyone had similar problem and
or having found solutions?
Sure, but also, we can't be sure that we've found something that
specifically matches your experience.
For instance, if there is a one-to-one unique relationship with
CustomerUserID (login) and CustomerID, the Company Tickets will exactly
match My Tickets
If there are tickets from users with the same CustomerID but different
CustomerUserID (login), then it should be that tickets submitted by
CustomerA with CustomerID X will not show in CustomerB's My Tickets but
will show in Company Tickets for all customers with CustomerID X.
What you've posted (actually, you have implied, but not outright
stated) is that CustomerB can see CustomerA's tickets in CustomerB's My
Tickets. I can reasonably make an assumption that this is not something
that other people have encountered. If they had, I'm sure this would have
already been a big problem previously addressed in v2.0.
on OTRS we are STILL viewing ticket in a wrong way, we are not
able to filter for user, can you solve please
I'd need more information on what in a wrong way means, in explicit,
fixable terms, before I could tell you hey, I encountered something like
this, and here's how it no longer is in a wrong way.
On Tue, Feb 11, 2014 at 12:14 PM, Marco Vannini
marco.vann...@gmail.com wrote:
Hi Gerald, Sorry, you are right.
mainly: Inability to see a different list between My Tickets and
Company Tickets
All
[otrs] Customer reporting issue on myticket view
Hi there, It's a long time that we didn't see. I hope that everyone and everything are OK :) Coming at the problem. A customer is reporting that accessing at his web interface he is not able to filter his tickets (Action=CustomerTicketOverview;Subaction=MyTickets). I tested his account and it seems he is right. It seems also that he is the only one... I tryed to check one of the ticket and article that is not associated at him but I'm not able to find anything that can lead me to a problem or misconfiguration. I assumed that the ticket selection, in case of myticket was performed selecting the otrs.ticket.customer_user_id but I guess not at this point. Do you have any hints for me ? Thank you in advance PS: I'm still on 3.2.14 due to the RH dependencies that I cannot sadisfy for the 3.3 :( Ciao ! - 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] Customer reporting issue on myticket view
Hi Gerald, Sorry, you are right. mainly: Inability to see a different list between My Tickets and Company Tickets All the ticket he saw in my ticket are indeed ticket related at his company in any case About the other: What doesn't work? the filter on the client ticket What is expected? to have 2 different views. 1 for client's ticket and the other for company What is experienced? that seems that the 2 views are showing the same tickets What has changed? ... the mail from the customer, as in normal ways, is: on OTRS we are STILL viewing ticket in a wrong way, we are not able to filter for user, can you solve please ?... but I've never received an initial alert... recently I've updated to 3.2.14 What problems are caused by this? customer annoyance How long has it been happening? dunno Do other customers have this issue? seems not (tested just some not all) Are there any logs that indicate issues? doesn't seems to be error or warning in http , mysql and otrs logs Can you replicate the issue internally? on other system no. I have to prepare a VM and export 600M.tgz to replicate. On the same system yes. If you access customer interface with his account. How would it be possible for random viewer of this list to replicate your experience? dunno. isn't this a site where to ask if anyone had similar problem and or having found solutions ?... I've badly exposed my problem but maybe someone encountered something similar. MV 2014-02-11 17:35 GMT+01:00 Gerald Young cryth...@gmail.com: What tickets can the customer see that are not his tickets? Is the customer able to see ALL tickets in the system? Certain random tickets that don't belong to him? Inability to see a different list between My Tickets and Company Tickets? This is hard to troubleshoot as stated in your request. What doesn't work? What is expected? What is experienced? What has changed? What problems are caused by this? How long has it been happening? Do other customers have this issue? Are there any logs that indicate issues? Can you replicate the issue internally? How would it be possible for random viewer of this list to replicate your experience? On Tue, Feb 11, 2014 at 11:22 AM, Marco Vannini marco.vann...@gmail.comwrote: Hi there, It's a long time that we didn't see. I hope that everyone and everything are OK :) Coming at the problem. A customer is reporting that accessing at his web interface he is not able to filter his tickets (Action=CustomerTicketOverview;Subaction=MyTickets). I tested his account and it seems he is right. It seems also that he is the only one... I tryed to check one of the ticket and article that is not associated at him but I'm not able to find anything that can lead me to a problem or misconfiguration. I assumed that the ticket selection, in case of myticket was performed selecting the otrs.ticket.customer_user_id but I guess not at this point. Do you have any hints for me ? Thank you in advance PS: I'm still on 3.2.14 due to the RH dependencies that I cannot sadisfy for the 3.3 :( Ciao ! - 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 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] Customer reporting issue on myticket view
ok, I did some test. bssdev (the company) has 160 user. User marco is associated to bssdev and sees 52 open tickets (in both views) If I change the customer_id for marco from bssdev to a not existant, framework shows me just 2 tickets for my (that is it right, are his tickets) and request new ticket (0) for company. as soon as I reset bssdev as customer_id at him all 52 tickets are back to both views. But let me check something else, there must be something around with other account. I'll check and I'll update this post. Thank you so much for now 2014-02-11 18:35 GMT+01:00 Gerald Young cryth...@gmail.com: isn't this a site where to ask if anyone had similar problem and or having found solutions? Sure, but also, we can't be sure that we've found something that specifically matches your experience. For instance, if there is a one-to-one unique relationship with CustomerUserID (login) and CustomerID, the Company Tickets will exactly match My Tickets If there are tickets from users with the same CustomerID but different CustomerUserID (login), then it should be that tickets submitted by CustomerA with CustomerID X will not show in CustomerB's My Tickets but will show in Company Tickets for all customers with CustomerID X. What you've posted (actually, you have implied, but not outright stated) is that CustomerB can see CustomerA's tickets in CustomerB's My Tickets. I can reasonably make an assumption that this is not something that other people have encountered. If they had, I'm sure this would have already been a big problem previously addressed in v2.0. on OTRS we are STILL viewing ticket in a wrong way, we are not able to filter for user, can you solve please I'd need more information on what in a wrong way means, in explicit, fixable terms, before I could tell you hey, I encountered something like this, and here's how it no longer is in a wrong way. On Tue, Feb 11, 2014 at 12:14 PM, Marco Vannini marco.vann...@gmail.comwrote: Hi Gerald, Sorry, you are right. mainly: Inability to see a different list between My Tickets and Company Tickets All the ticket he saw in my ticket are indeed ticket related at his company in any case About the other: What doesn't work? the filter on the client ticket What is expected? to have 2 different views. 1 for client's ticket and the other for company What is experienced? that seems that the 2 views are showing the same tickets What has changed? ... the mail from the customer, as in normal ways, is: on OTRS we are STILL viewing ticket in a wrong way, we are not able to filter for user, can you solve please ?... but I've never received an initial alert... recently I've updated to 3.2.14 What problems are caused by this? customer annoyance How long has it been happening? dunno Do other customers have this issue? seems not (tested just some not all) Are there any logs that indicate issues? doesn't seems to be error or warning in http , mysql and otrs logs Can you replicate the issue internally? on other system no. I have to prepare a VM and export 600M.tgz to replicate. On the same system yes. If you access customer interface with his account. How would it be possible for random viewer of this list to replicate your experience? dunno. isn't this a site where to ask if anyone had similar problem and or having found solutions ?... I've badly exposed my problem but maybe someone encountered something similar. MV 2014-02-11 17:35 GMT+01:00 Gerald Young cryth...@gmail.com: What tickets can the customer see that are not his tickets? Is the customer able to see ALL tickets in the system? Certain random tickets that don't belong to him? Inability to see a different list between My Tickets and Company Tickets? This is hard to troubleshoot as stated in your request. What doesn't work? What is expected? What is experienced? What has changed? What problems are caused by this? How long has it been happening? Do other customers have this issue? Are there any logs that indicate issues? Can you replicate the issue internally? How would it be possible for random viewer of this list to replicate your experience? On Tue, Feb 11, 2014 at 11:22 AM, Marco Vannini marco.vann...@gmail.com wrote: Hi there, It's a long time that we didn't see. I hope that everyone and everything are OK :) Coming at the problem. A customer is reporting that accessing at his web interface he is not able to filter his tickets (Action=CustomerTicketOverview;Subaction=MyTickets). I tested his account and it seems he is right. It seems also that he is the only one... I tryed to check one of the ticket and article that is not associated at him but I'm not able to find anything that can lead me to a problem or misconfiguration. I assumed that the ticket selection, in case of myticket was performed selecting the otrs.ticket.customer_user_id but I guess not at this point. Do you have any hints
[otrs] wrong link for beta dwl
Hi there, The link on the page http://www.otrs.com/en/open-source/get-otrs/software-downloadhttp://bl-1.com/click/load/UmMNPlIyVGRUMl0xU2w-b0231/, for RH, points to 3.2.0_B. Thank you. Cheers - 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] YAML::XS::Load Error
Hi all, My upgrade works very well and everyone are sodisfied about the new OTRS version (thank you once again) but ... :D My cronned GenericAgent send me mail of this kind: ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Mon Feb 11 12:50:02 2013 Message: Loading the YAML string failed: YAML::XS::Load Error: The problem: block sequence entries are not allowed in this context was found at document: 1, line: 4, column: 7 Traceback (3911): Module: Kernel::System::YAML::Load (v1.5) Line: 130 Module: Kernel::System::DynamicField::DynamicFieldGet (v1.66) Line: 308 Module: Kernel::System::DynamicField::DynamicFieldListGet (v1.66) Line: 951 Module: Kernel::System::GenericAgent::new (v1.86) Line: 117 Module: /opt/otrs/bin/otrs.GenericAgent.pl (v1.12) Line: 91 ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Mon Feb 11 12:50:02 2013 Message: Loading the YAML string failed: YAML::XS::Load Error: The problem: [...] There is something that I could do to silence it a part sending cron job output to /dev/null ? I've checked modules version requirements and they seems ok. Thank you in advance. Marco Vannini - 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] YAML::XS::Load Error
Thank you Adria, This is something I know how to do, my real/blind question is if someone has the same problem and/or it's a bug/there is a solution :D BR MV On Tue, Feb 12, 2013 at 10:33 AM, Adrià García-Alzórriz adria.garcia-alzor...@adam.es wrote: El dia Tue, 12 Feb 2013 10:14:21 +0100, en/na Marco Vannini va escriure: There is something that I could do to silence it a part sending cron job output to /dev/null ? I've checked modules version requirements and they seems ok. Something like this: 0 1 5 10 * /path/to/script.sh /dev/null 21 - 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] YAML::XS::Load Error
Do you think that I can try to reexecute some script/s or it's better to live them as they are. On Tue, Feb 12, 2013 at 1:23 PM, Gerald Young cryth...@gmail.com wrote: Ticket free text fields didn't convert well. On Feb 12, 2013 6:14 AM, Marco Vannini marco.vann...@gmail.com wrote: Thank you Adria, This is something I know how to do, my real/blind question is if someone has the same problem and/or it's a bug/there is a solution :D BR MV On Tue, Feb 12, 2013 at 10:33 AM, Adrià García-Alzórriz adria.garcia-alzor...@adam.es wrote: El dia Tue, 12 Feb 2013 10:14:21 +0100, en/na Marco Vannini va escriure: There is something that I could do to silence it a part sending cron job output to /dev/null ? I've checked modules version requirements and they seems ok. Something like this: 0 1 5 10 * /path/to/script.sh /dev/null 21 - 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 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] YAML::XS::Load Error
Thank you very much Gerald, I'll try to do something during this week using your hint. BR On Tue, Feb 12, 2013 at 3:35 PM, Gerald Young cryth...@gmail.com wrote: I don't know/can't answer definitively. In general, if you can disable converted ticketfreetext fields and rebuild them as Dynamic Fields, this is likely to prevent the error from recurring. If you need to apply values, you might be able to do so with Generic Agent. If you're using any of the converted ticket free text fields for reporting purposes, consider the impact of this suggestion to your reporting results, but realize you'll have a before and after period and (hopefully) soon enough you'll be further along that the relevance of the old data fields' data are less important. On Tue, Feb 12, 2013 at 8:48 AM, Marco Vannini marco.vann...@gmail.comwrote: Do you think that I can try to reexecute some script/s or it's better to live them as they are. On Tue, Feb 12, 2013 at 1:23 PM, Gerald Young cryth...@gmail.com wrote: Ticket free text fields didn't convert well. On Feb 12, 2013 6:14 AM, Marco Vannini marco.vann...@gmail.com wrote: Thank you Adria, This is something I know how to do, my real/blind question is if someone has the same problem and/or it's a bug/there is a solution :D BR MV On Tue, Feb 12, 2013 at 10:33 AM, Adrià García-Alzórriz adria.garcia-alzor...@adam.es wrote: El dia Tue, 12 Feb 2013 10:14:21 +0100, en/na Marco Vannini va escriure: There is something that I could do to silence it a part sending cron job output to /dev/null ? I've checked modules version requirements and they seems ok. Something like this: 0 1 5 10 * /path/to/script.sh /dev/null 21 - 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 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 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] 3.2.1 upgrade ERROR 1091 Can't DROP 'ticket_answered';
Did anyone got this during ]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists Can I go on ? I'm upping from a 3.1.6. thank you in advance. MV - 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] 3.2.1 upgrade ERROR 1091 Can't DROP 'ticket_answered';
Hi Michiel, Yes, I tryed and obviously I had to comment out some row before the one failed but than I encountered the same on other indexes ...really strange, but than, the .pl has gone without problems. [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 7: Can't DROP 'group_read'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 19: Can't DROP 'other_write'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 25: Can't DROP 'article_flag_create_by'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 27: Can't DROP 'ticket_queue_view'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs [root@HMCVR0004 otrs]# scripts/DBUpdate-to-3.2.pl Migration started... Step 1 of 9: Refresh configuration cache... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! done. Step 2 of 9: Check framework version... done. Step 3 of 9: Cleanup UserPreferences... done. Step 4 of 9: Updating toolbar configuration... done. Step 5 of 9: Updating AgentTicketZoom window configuration... done. Step 6 of 9: Dropping obsolete columns from article_search... Check if columns exist. Columns found, drop them. ALTER TABLE article_search DROP a_freetext1 ALTER TABLE article_search DROP a_freetext2 ALTER TABLE article_search DROP a_freetext3 ALTER TABLE article_search DROP a_freekey1 ALTER TABLE article_search DROP a_freekey2 ALTER TABLE article_search DROP a_freekey3 done. Step 7 of 9: Migration cache backend configuration... done. Step 8 of 9: Clean up the cache... done. Step 9 of 9: Refresh configuration cache another time... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! done. Migration completed! On Tue, Jan 29, 2013 at 1:11 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Did you run the upgrade script twice? The ticket_answered column really should have been available in the Ticket table, although it was no longer used. -- Mike On Tue, Jan 29, 2013 at 12:39 PM, Marco Vannini marco.vann...@gmail.comwrote: Did anyone got this during ]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists Can I go on ? I'm upping from a 3.1.6. thank you in advance. MV - 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 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] 3.2.1 upgrade ERROR 1091 Can't DROP 'ticket_answered';
:D yes, I mean, if I had to reexecute the script the first line ALTER TABLE ticket DROP group_read; would fail so I commented out all the command just executed. Seems to work ... :D On Tue, Jan 29, 2013 at 1:28 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Marco: I had to comment out some row before the one failed -- I'm not sure what you mean here. Glad it worked for you... I think? -- Michiel On Tue, Jan 29, 2013 at 1:22 PM, Marco Vannini marco.vann...@gmail.comwrote: Hi Michiel, Yes, I tryed and obviously I had to comment out some row before the one failed but than I encountered the same on other indexes ...really strange, but than, the .pl has gone without problems. [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 7: Can't DROP 'group_read'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 19: Can't DROP 'other_write'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 25: Can't DROP 'article_flag_create_by'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 27: Can't DROP 'ticket_queue_view'; check that column/key exists [root@HMCVR0004 otrs]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs [root@HMCVR0004 otrs]# scripts/DBUpdate-to-3.2.pl Migration started... Step 1 of 9: Refresh configuration cache... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! done. Step 2 of 9: Check framework version... done. Step 3 of 9: Cleanup UserPreferences... done. Step 4 of 9: Updating toolbar configuration... done. Step 5 of 9: Updating AgentTicketZoom window configuration... done. Step 6 of 9: Dropping obsolete columns from article_search... Check if columns exist. Columns found, drop them. ALTER TABLE article_search DROP a_freetext1 ALTER TABLE article_search DROP a_freetext2 ALTER TABLE article_search DROP a_freetext3 ALTER TABLE article_search DROP a_freekey1 ALTER TABLE article_search DROP a_freekey2 ALTER TABLE article_search DROP a_freekey3 done. Step 7 of 9: Migration cache backend configuration... done. Step 8 of 9: Clean up the cache... done. Step 9 of 9: Refresh configuration cache another time... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! done. Migration completed! On Tue, Jan 29, 2013 at 1:11 PM, Michiel Beijen michiel.bei...@gmail.com wrote: Did you run the upgrade script twice? The ticket_answered column really should have been available in the Ticket table, although it was no longer used. -- Mike On Tue, Jan 29, 2013 at 12:39 PM, Marco Vannini marco.vann...@gmail.com wrote: Did anyone got this during ]# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql otrs ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists Can I go on ? I'm upping from a 3.1.6. thank you in advance. MV - 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 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 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] RichTextEditor stopped working after upgrade to 3.1.7
You tried to clean all browser cache ? On Thu, Jul 26, 2012 at 2:59 AM, Muhammad El-Sergani mserg...@gmail.comwrote: Not the answer I was hoping to hear but I guess you're right :) Sent from my Galaxy Tab On Jul 26, 2012 1:22 AM, David Boyes dbo...@sinenomine.net wrote: Sounds like your best option right now. ** ** Lesson to be learned: NEVER use your production server to test a new release. VMWare Workstation at $75 a copy will let you build a clone of the production system, upgrade that, and test without ever suffering this again. ** ** ** ** I'm sorry to bother you but currently I'm looking at downgrading the system back to 3.1.1 as my only option. - 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 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] big problems
http://lists.otrs.org/cgi-bin/listinfo/otrs andrea@fsfb.org.co On Mon, May 7, 2012 at 4:04 PM, Rey Segura Nubia Andrea andrea@fsfb.org.co wrote: Please tell me what’s the mail address, I need my un-subscribed ** ** Help me ** ** ** ** [image: cid:image001.png@01CBEA43.448E3570] *Andrea Rey* | Coordinadora de Infraestructura de TI | Calle 119 No. 7-75 - Piso 2 | Tel.: (571) 603 0303 Ext. 5698 | Bogotá D.C. – Colombia | andrea@fsfb.org.co | www.fsfb.org.co ** ** *Para preservar el medio ambiente, considere imprimir este mensaje solo si es necesario*** ** ** *De:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *En nombre de *Rudolf Bargholz *Enviado el:* lunes, 07 de mayo de 2012 07:54 a.m. *Para:* User questions and discussions about OTRS. *Asunto:* Re: [otrs] big problems ** ** Hi Rey, ** ** Read the email headers. They supply you with mail addresses for subscription, un-subscription etc. When you subscribed for the list you were also sent a mail with all the necessary detail to subscribe, unsubscribe. ** ** Regards ** ** Rudolf Bargholz ** ** *Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag von *Rey Segura Nubia Andrea *Gesendet:* Montag, 7. Mai 2012 14:30 *An:* User questions and discussions about OTRS. *Betreff:* Re: [otrs] big problems ** ** Please don´t send me e-mails that’s my corporative mail and a don’t need information of OTRS any more ** ** *Andrea Rey* | Coordinadora de Infraestructura de TI | Calle 119 No. 7-75 - Piso 2 | Tel.: (571) 603 0303 Ext. 5698 | Bogotá D.C. – Colombia | andrea@fsfb.org.co | www.fsfb.org.co ** ** *Para preservar el medio ambiente, considere imprimir este mensaje solo si es necesario*** ** ** *De:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *En nombre de *Steven Carr *Enviado el:* lunes, 07 de mayo de 2012 02:19 a.m. *Para:* User questions and discussions about OTRS. *Asunto:* Re: [otrs] big problems ** ** Not sure then to be honest, the problem isn't with OTRS it's with your linux distribution/installation. Fedora is the bleeding edge so probably not a good choice for a production server where you need stability. If you have no backups of the system then my next port of call would be to first build a test system using the same OS and see if you can replicate the problem on there, if you can then great - problem found, if you can't then it means that there is something different with the configuration of that linux test system than with your production system, so you can then try and hunt for config changes or I'd be inclined to backup OTRS, reinstall linux (if you want to stick with Redhat-flavour then I'd go for CentOS) and then reinstall OTRS - depending on how critical OTRS is to your environment. Steve On 7 May 2012 00:10, Andrew Meyer ame...@precisionpractice.com wrote:*** * Steven, I’m using Fedora 16. All my perl are from RPM packages from the Yum repo’s. there is no other repo added. I have all the modules installed except SSL and Chinese chars, and they are up to date. *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Steven Carr *Sent:* Friday, May 04, 2012 5:45 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] big problems So the actual error preventing it from loading is: compilation aborted at /usr/share/perl5/FindBin.pm line 205 The second error on line 66 in Defaults.pm (or at least in my copy) refers to: use FindBin qw($Bin); So this is OTRS trying to find the path to bin directory from where script was invoked, and for some reason it can't locate it. What version/flavour of CentOS/RedHat? and where did you get the current Perl and HTTPD packages from (any additional repos added?) and I assume you don't have any snapshots/backups of the system itself before you applied the updates that you could roll back to? Also have you ran the /opt/otrs/bin/otrs.CheckModules.pl script to make sure that all of your other Perl modules are present and correct? Steve On 4 May 2012 21:21, Andrew Meyer ame...@precisionpractice.com wrote:*** * I did try a rollback of some sort. But that didn’t work. I’m finding that it is Apache (httpd) is erroring out. [Fri May 04 08:43:43 2012] [error] Cannot find current script 'httpd' at /usr/share/perl5/FindBin.pm line 205\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 205.\nCompilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 36.\nCompilation failed in require at /opt/otrs//Kernel/Config.pm line 97.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in
Re: [otrs] OTRS 3.1: Making dynamic fields visible in Search.
you shoukld navigate in all the view (viewticketphone, viewcompose ... else [i'm inventing becouse I'm not in front at my otrs :D ) in sysconfig and enabled in the ones you need them On Sat, May 5, 2012 at 3:07 PM, pipy pipy...@gmail.com wrote: Hi to all How can I make dynamics fields visible by default in search (Ticket - Frontend::Agent::Ticket::**ViewSearch)? I try defined key and value into Ticket::Frontend::** AgentTicketSearch###Defaults##**#DynamicField the field wasn't visible until I add it manual. Thanks in advance Aleš --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://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] Archived mails
they are searchable within otrs too if you select in search popup add another attribute: Archive search and then you can print output to csv ... is easier, don't you ? On Fri, May 4, 2012 at 5:09 PM, Pascal den Bekker pascal_den.bek...@affinitas.de wrote: Hello, is there a way to display all tickets which are archived in the database? I thought something like : select tn from ticket where archive_flag = '1' would do the trick, or did I forget something? Regards, -- Pascal den Bekker - Junior Linux Systemadministrator email: pascal_den.bek...@affinitas.de skype: denbekker www.edarling.de www.betterdate.de Affinitas GmbH | Kohlfurter Straße 41/43 | D-10999 Berlin Eingetragen beim Amtsgericht Berlin, HRB 115958 Geschäftsführer: Lukas | David | Kai | Christian Brosseder | Khalil| Rieke | Vollmann - 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] [3.1.3]: PostMasterMailbox error
It's happening really something with the mail subsystem there :D since 3.1.3 I get many error of this type: ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Wed Apr 11 10:40:02 2012 Message: Found no Queue for DWH-SIT::Install! Traceback (2751): Module: Kernel::System::Queue::QueueLookup (v1.136) Line: 515 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.27) Line: 118 Module: Kernel::System::PostMaster::Run (v1.87) Line: 354 Module: Kernel::System::MailAccount::POP3::Fetch (v1.9) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424 Module: main::Fetch (v1.4) Line: 180 Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl (v1.4) Line: 93 But, beleve me, the queue is live. it's become keysensitive something ? I admit that the filter and the real name doesn't match for this reason... but it was as is since 3 year up to now ;) - 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] [3.1.3]: PostMasterMailbox error
Additionally, for the Type I've discovered that was defined with a space at the end (DCO ) and the postmaster filter without it. so now it's not stripped ?! - 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] [3.1.3]: PostMasterMailbox error
Sorry again. For the message below I was refering to this message: [root@HMCVR0004 bin]# cat ../var/spool/problem-email-ecc9cd296cb599902561a3ba3d05ffb8 | ./ otrs.PostMaster.pl ERROR: OTRS-otrs.PostMaster.pl-10 Perl: 5.10.1 OS: linux Time: Wed Apr 11 10:50:43 2012 Message: No Type for DCO found! Traceback (3427): Module: Kernel::System::Type::TypeLookup (v1.26) Line: 388 Module: Kernel::System::Ticket::TicketCreate (v1.545) Line: 380 Module: Kernel::System::PostMaster::NewTicket::Run (v1.85) Line: 170 Module: Kernel::System::PostMaster::Run (v1.87) Line: 358 Module: (eval) (v1.5) Line: 114 Module: ./otrs.PostMaster.pl (v1.5) Line: 84 ERROR: OTRS-otrs.PostMaster.pl-10 Perl: 5.10.1 OS: linux Time: Wed Apr 11 10:50:43 2012 Message: No TypeID for 'DCO'! Traceback (3427): Module: Kernel::System::Ticket::TicketCreate (v1.545) Line: 387 Module: Kernel::System::PostMaster::NewTicket::Run (v1.85) Line: 170 Module: Kernel::System::PostMaster::Run (v1.87) Line: 358 Module: (eval) (v1.5) Line: 114 Module: ./otrs.PostMaster.pl (v1.5) Line: 84 ERROR: OTRS-otrs.PostMaster.pl-10 Perl: 5.10.1 OS: linux Time: Wed Apr 11 10:50:43 2012 Message: Can't process mail, see log sub system! at ./otrs.PostMaster.plline 116. Traceback (3427): Module: ./otrs.PostMaster.pl (v1.5) Line: 136 excuse me for the spam. Shall I open a bug or is working as aspected for you ? On Wed, Apr 11, 2012 at 10:54 AM, Marco Vannini marco.vann...@gmail.comwrote: Additionally, for the Type I've discovered that was defined with a space at the end (DCO ) and the postmaster filter without it. so now it's not stripped ?! - 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] Redundant DB connection
something like http://blog.milford.io/2012/03/keepalived-for-mysql-high-availability-on-centos/ ? 2012/4/5 Jan Behrend jbehr...@mpifr-bonn.mpg.de On 03/29/2012 12:04 PM, Jan Behrend wrote: Hello List, is otrs capable of connecting to replicated DB (mysql) servers? I.e. One DB server goes down, and otrs will failover to the other. noone? -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehr...@mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de - 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] iphone handler 1.0.91
Thank you ! (also read #8312 and thank you again). 2012/3/13 Carlos Rodríguez carlos.rodrig...@otrs.com 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 - 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 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] iphone handler 1.0.91
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 - 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] 3.1.2 rpm files conflicts
Hi all, I'm just executing [root@HMCVR0004 ~]# rpm -ivh otrs-3.1.2-01.noarch.rpm but I get the following messages. it's safe to --force (probably yes but it would like to be an history for other may occurs :D ) ? Preparing...### [100%] file /etc/rc.d/init.d/otrs from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/ARCHIVE from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/CHANGES from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/INSTALL from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/Config/Defaults.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/Config/Files/Framework.xml from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/Config/Files/Ticket.xml from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/System/GenericAgent.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/GenericInterface/Operation/Ticket/Common.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/GenericInterface/Operation/Ticket/TicketCreate.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch file /opt/otrs/Kernel/GenericInterface/Operation/Ticket/TicketUpdate.pm from install of otrs-3.1.2-01.noarch conflicts with file from package otrs-3.1.1-02.noarch - 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] 3.1.2 rpm files conflicts
OMG. I don't know where I'm and what I'm doing ! sorry, you are right. excuse me. On Wed, Mar 7, 2012 at 9:24 AM, Jos Vos j...@xos.nl wrote: On Wed, Mar 07, 2012 at 09:09:07AM +0100, Marco Vannini wrote: [root@HMCVR0004 ~]# rpm -ivh otrs-3.1.2-01.noarch.rpm but I get the following messages. it's safe to --force (probably yes but it would like to be an history for other may occurs :D ) ? You should do upgrade (-Uvh) not install (-ivh)... -- -- Jos Vos j...@xos.nl -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204 - 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] OTRS 3.1 - stat module - internal server error
#8265 Thank you ! MV On Mon, Feb 27, 2012 at 6:20 PM, Steven Carr sjc...@gmail.com wrote: Looks like a bug, current version in CVS http://source.otrs.org/viewvc.cgi/ITSMTicket/Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm?view=markup still shows it's looking for TicketFreeTextGet which no longer exists in OTRS 3.1 Please report via http://bugs.otrs.org Steve On 27 February 2012 16:27, Marco Vannini marco.vann...@gmail.com wrote: Hi all, Are you able to run (add) stats on the 3.1 ? I've just tried this /index.pl?Action=AgentStats;Subaction=EditSpecification;StatID=new and I get an internal server error of type: [Mon Feb 27 17:18:56 2012] [error] Can't locate object method TicketFreeTextGet via package Kernel::System::Ticket at /opt/otrs//Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm line 389.\n Thank you in advance. MV - 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 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] OTRS 3.1: change free fields content from ticket detail
Hi all, When I select to view a ticket's detail and try to press free field from the ticket detail menu otrs generates a popup with the following error description An error occured! Do you want to see the complete error message? If I select yes the description is the one in the attached picture. Could this behavior be a bug or it is an upgrade error ? Thank you in advance MV - 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] OTRS 3.1 - stat module - internal server error
Hi all, Are you able to run (add) stats on the 3.1 ? I've just tried this /index.pl?Action=AgentStats;Subaction=EditSpecification;StatID=new and I get an internal server error of type: [Mon Feb 27 17:18:56 2012] [error] Can't locate object method TicketFreeTextGet via package Kernel::System::Ticket at /opt/otrs//Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm line 389.\n Thank you in advance. MV - 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] error during migration to 3.1
Thank you mg, Then I saw the note... too late. I was just back to 3.0 ;) during this week I'll try again with the correct pl script... See You later... :D MV On Mon, Nov 28, 2011 at 6:13 PM, Martin Gruner martin.gru...@otrs.comwrote: Dear Marco, please see http://otrs.org/releases/3.1.0.beta1. This is a known issue, workaround available. Regards, mg Am 25.11.11 14:51, schrieb Marco Vannini: mmm lost, rolling back On Fri, Nov 25, 2011 at 2:35 PM, Marco Vannini marco.vann...@gmail.comwrote: no ok I've found that the table dynamic_field_value has 1304 rks that looks like all the same so I've probably to solve all of them, right ? mysql select * from dynamic_field_value where field_id = 14; +---+--+---+-++---+ | id| field_id | object_id | value_text | value_date | value_int | +---+--+---+-++---+ | 440 | 14 | 873 | | NULL | NULL | On Fri, Nov 25, 2011 at 2:09 PM, Marco Vannini marco.vann...@gmail.comwrote: So should it be the 14th field of tiket 873 (based on A field was not correctly migrated: $FieldID $ObjectType $ObjectID\n) ? On Fri, Nov 25, 2011 at 1:44 PM, Marco Vannini marco.vann...@gmail.com wrote: Hi all, I'm getting this during DBUpdate-to-3.1.pl Migrated 0 articles of 0. done. A field was not correctly migrated: 14 Ticket 873 Found DynamicField value '', expected ''! Step 7 of 22: Verify if ticket data was successfully migrated... done. Some hints on what I have to search in db data ? - 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 -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn Schalten Sie hoch! Der Turbo für Ihr OTRS - Exklusive Feature Add-Ons: http://www.otrs.com/de/solutions/subscriptions/feature-add-ons/ - 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] error during migration to 3.1
Hi all, I'm getting this during DBUpdate-to-3.1.pl Migrated 0 articles of 0. done. A field was not correctly migrated: 14 Ticket 873 Found DynamicField value '', expected ''! Step 7 of 22: Verify if ticket data was successfully migrated... done. Some hints on what I have to search in db data ? - 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] UPGRADING typo
Sorry ... posted in OTRS:ITSM... my apologize MV -- Forwarded message -- From: Marco Vannini marco.vann...@gmail.com Date: Fri, Nov 25, 2011 at 1:41 PM Subject: UPGRADING typo To: OTRS::ITSM User questions and discussions i...@otrs.org Hi all, Tryed now rpm upgrade for fedora to 3.1 Reading the UPGRADING there is DATABASE MIGRATION SCRIPT = shell cat scripts/DBUpdate-to-3.1.pl that should be DATABASE MIGRATION SCRIPT = shell scripts/DBUpdate-to-3.1.pl or I'm wrong ? Thank you and cheers ! MV - 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] error during migration to 3.1
So should it be the 14th field of tiket 873 (based on A field was not correctly migrated: $FieldID $ObjectType $ObjectID\n) ? On Fri, Nov 25, 2011 at 1:44 PM, Marco Vannini marco.vann...@gmail.comwrote: Hi all, I'm getting this during DBUpdate-to-3.1.pl Migrated 0 articles of 0. done. A field was not correctly migrated: 14 Ticket 873 Found DynamicField value '', expected ''! Step 7 of 22: Verify if ticket data was successfully migrated... done. Some hints on what I have to search in db data ? - 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] error during migration to 3.1
no ok I've found that the table dynamic_field_value has 1304 rks that looks like all the same so I've probably to solve all of them, right ? mysql select * from dynamic_field_value where field_id = 14; +---+--+---+-++---+ | id| field_id | object_id | value_text | value_date | value_int | +---+--+---+-++---+ | 440 | 14 | 873 | | NULL | NULL | On Fri, Nov 25, 2011 at 2:09 PM, Marco Vannini marco.vann...@gmail.comwrote: So should it be the 14th field of tiket 873 (based on A field was not correctly migrated: $FieldID $ObjectType $ObjectID\n) ? On Fri, Nov 25, 2011 at 1:44 PM, Marco Vannini marco.vann...@gmail.comwrote: Hi all, I'm getting this during DBUpdate-to-3.1.pl Migrated 0 articles of 0. done. A field was not correctly migrated: 14 Ticket 873 Found DynamicField value '', expected ''! Step 7 of 22: Verify if ticket data was successfully migrated... done. Some hints on what I have to search in db data ? - 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] error during migration to 3.1
mmm lost, rolling back On Fri, Nov 25, 2011 at 2:35 PM, Marco Vannini marco.vann...@gmail.comwrote: no ok I've found that the table dynamic_field_value has 1304 rks that looks like all the same so I've probably to solve all of them, right ? mysql select * from dynamic_field_value where field_id = 14; +---+--+---+-++---+ | id| field_id | object_id | value_text | value_date | value_int | +---+--+---+-++---+ | 440 | 14 | 873 | | NULL | NULL | On Fri, Nov 25, 2011 at 2:09 PM, Marco Vannini marco.vann...@gmail.comwrote: So should it be the 14th field of tiket 873 (based on A field was not correctly migrated: $FieldID $ObjectType $ObjectID\n) ? On Fri, Nov 25, 2011 at 1:44 PM, Marco Vannini marco.vann...@gmail.comwrote: Hi all, I'm getting this during DBUpdate-to-3.1.pl Migrated 0 articles of 0. done. A field was not correctly migrated: 14 Ticket 873 Found DynamicField value '', expected ''! Step 7 of 22: Verify if ticket data was successfully migrated... done. Some hints on what I have to search in db data ? - 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] OTRS running slow
DNS and name resolution on the host is working fine ? - 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] test8
Carre4 On 29 May 2011 17:16, Robert Poreba poreba.rob...@googlemail.com wrote: test8 - 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] OTRS Feature
IMHO, in a scale of value from 1 - 10: 1. Ticket can be created either by mail/ browser 10 2. Ticket can be assigned to some group mail/personal mail. 7 (to a group or more then an agent is not easy for me to manage, responsible/owner some times is not enought) 3. Ticket can be tracked ,SLAs can be monitored 10 4. Mail should come when someone responds the ticet. 10 5. Reports should be available. 6 (lack in some features in native mode and is not really easy some time to have what you really want) 6. Customer can do attachment and select priorities. 10 7. Customers should be created such that different products can be assigned to him for ticket generation for that product na (not understand or not used) 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications 8 (or all or nothing or with notification (event) but with hard work ;) ) - 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] Stats to report ticket-id and its description
did you tought to make a search with the criteria you need from the console and then export the results in csv to process data in other tools (ie excel) ? MV On Fri, May 6, 2011 at 3:37 PM, Augusto Garcia | CGTEC S.A. soport...@cgtec.com.py wrote: Hi I saw the same question in an archive of the list but couldn’t find an answer, does anyone know how to get a list of tickets with id and a description of each ticket? What I can get by now is the amount of tickets open and closed but no ticket information is shown. Hope you can help me! Best regards Augusto Garcia - 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] Stats to report ticket-id and its description
No afaik... :( Il giorno 06/mag/2011 16.11, Augusto Garcia | CGTEC S.A. soport...@cgtec.com.py ha scritto: I didnt, thanks! This works for what I wanted. Im new to otrs and im implementing it on my company. Is there a way to choose the columns shown on the results? De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de Marco Vannini Enviado el: viernes, 06 de mayo de 2011 09:46 a.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] Stats to report ticket-id and its description did you tought to make a search with the criteria you need from the console and then export the results in csv to process data in other tools (ie excel) ? MV On Fri, May 6, 2011 at 3:37 PM, Augusto Garcia | CGTEC S.A. soport...@cgtec.com.pymailto:soport...@cgtec.com.py wrote: Hi I saw the same question in an archive of the list but couldn't find an answer, does anyone know how to get a list of tickets with id and a description of each ticket? What I can get by now is the amount of tickets open and closed but no ticket information is shown. Hope you can help me! Best regards Augusto Garcia - 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] otrs zabbix - closing a ticket from the second one...
hi all, in the mean time I'm going to search about how to integrate zabbix and otrs, I would like to know how, if none exists, you managed the closure of a ticket previously opened that has been solved before an agent took the ticket (ie: an application server has been restarted by an operator). Do you think it is possible ? Thank you in advance. MV - 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] Creating tickets/replying to tickets load time
dns are ok ? On Thu, Apr 28, 2011 at 3:26 PM, Gadow, Shawn sga...@ocusd.net wrote: When creating and replying to tickets it seems to take an average of 30-60 seconds for the system to send the ticket/response and or refresh is this standard? And if not how can I go about troubleshooting the cause and/or what is the major cause of a delay like this? Thank you, Shawn Gadow Network Administrator Oregon Community Unit School District 220 *“Security is when everything is settled*. *When nothing can happen to you. Security is the denial of life*.” – Germaine Greer - 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] Creating tickets/replying to tickets load time
don't worry it happens and we are lucky to have this mailinglist that is here for that ;) glad to be helpful Cheers MV On Thu, Apr 28, 2011 at 4:18 PM, Gadow, Shawn sga...@ocusd.net wrote: That was it :0) thanks a lot I don’t know how I missed that.. *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Thursday, April 28, 2011 8:32 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Creating tickets/replying to tickets load time dns are ok ? On Thu, Apr 28, 2011 at 3:26 PM, Gadow, Shawn sga...@ocusd.net wrote: When creating and replying to tickets it seems to take an average of 30-60 seconds for the system to send the ticket/response and or refresh is this standard? And if not how can I go about troubleshooting the cause and/or what is the major cause of a delay like this? Thank you, Shawn Gadow Network Administrator Oregon Community Unit School District 220 *“Security is when everything is settled*. *When nothing can happen to you. Security is the denial of life*.” – Germaine Greer - 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 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] Font Formatting In Notification Management?
You should find richtext searching in sysconfig if i m not wrong Il giorno 28/apr/2011 16.40, Gadow, Shawn sga...@ocusd.net ha scritto: Since my last question was answered so easily I figured I would throw another probably easy question out there.. I would like to do some font formatting such as color, bold, underline, etc. etc. in the notification management text body field.. I tried html which it don't recognize and I didn't figure it would but I tried anyway.. Is there a way to format the font in this location or change that box to use the WYSIWYG editor? Shawn Gadow Network Administrator Oregon Community Unit School District 220 Security is when everything is settled. When nothing can happen to you. Security is the denial of life. - Germaine Greer - 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] Font Formatting In Notification Management?
additionally you can install html5 editor from Martin here http://opar.perl-services.de/bin/index.cgi/package/M/MA/MARTINEDENHOFER/AlohaEditor On Thu, Apr 28, 2011 at 4:43 PM, Marco Vannini marco.vann...@gmail.comwrote: You should find richtext searching in sysconfig if i m not wrong Il giorno 28/apr/2011 16.40, Gadow, Shawn sga...@ocusd.net ha scritto: Since my last question was answered so easily I figured I would throw another probably easy question out there.. I would like to do some font formatting such as color, bold, underline, etc. etc. in the notification management text body field.. I tried html which it don't recognize and I didn't figure it would but I tried anyway.. Is there a way to format the font in this location or change that box to use the WYSIWYG editor? Shawn Gadow Network Administrator Oregon Community Unit School District 220 Security is when everything is settled. When nothing can happen to you. Security is the denial of life. - Germaine Greer - 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] Statistics Scheduled Deployment?
This should be accomplished with the batch command: [root@localhost bin]# ./otrs.GenerateStats.pl --help otrs.GenerateStats.pl Revision 1.3 - OTRS cmd stats Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ usage: otrs.GenerateStats.pl -n StatNumber [-p PARAM_STRING] [-o DIRECTORY] [-r RECIPIENT -s SENDER] [-m MESSAGE] [-l LANGUAGE] [-f CSV|Print] [-S SEPARATOR] PARAM_STRING e. g. 'Year=1977Month=10' (only for static files) DIRECTORY /output/dir/ after a skeleton stat has been created within the tool and it can then be run by a cron On Thu, Apr 28, 2011 at 8:14 PM, Gadow, Shawn sga...@ocusd.net wrote: I apologize for the many questions I have had recently you guys have been a great help.. I do have another question already however.. Is it possible anywhere (I can’t seem to find it) to send a statistical report on a scheduled basis to a customer via e-mail either straight or by creating a ticket in their name that contains the report as an attachment? Thank you once again, Shawn Gadow Network Administrator Oregon Community Unit School District 220 *“Security is when everything is settled*. *When nothing can happen to you. Security is the denial of life*.” – Germaine Greer - 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 split a ticket
Hi M El s, I would like to notify you and the others that does not know about that there is a otrsteam.ideascale.com site where one could create or votes on ideas to improve otrs experience. Something related to the topics, for ie, there is a https://otrsteam.ideascale.com/a/dtd/Undo-Time/97577-10369. come there and vote for it :D On Wed, Apr 27, 2011 at 9:58 AM, Muhammad El-Sergani mserg...@gmail.comwrote: Thanks Mark, That was rather helpful! But what about if this wasn't an originally merged ticket? Like a customer following up on an old ticket, bearing new details? On Tuesday, April 26, 2011, Grzella, Mark mgrze...@studienkreis.de wrote: Because the „old and original“ ticket switches to a special state (merged) and it´s article/contend is moved to the other ticket. If you now split it, OTRS will create a new ticket and move the proper article into this new one. Think about a box system. You got 2 boxes, where in both boxes a piece of wood is in.If you move that wood from box A to box B, box A is empty and box B has 2 pieces of wood in it. Should you want to have two boxes again, you will pick an empty new box to put one of the wood pieces into. mit freundlichen GrüßenStudienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.deAG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber Von: otrs-boun...@otrs.org [mailto: otrs-boun...@otrs.org] Im Auftrag von Muhammad El-Sergani Gesendet: Dienstag, 26. April 2011 15:58 An: User questions and discussions about OTRS. Betreff: Re: [otrs] How to split a ticket Yeah, but i found some strange stuff actually... like y does OTRS create a Phone ticket then?! Thanks and Best Regards, Muhammad El-Sergani. On Tue, Apr 26, 2011 at 3:53 PM, Grzella, Mark mgrze...@studienkreis.de wrote:Thought about using the button “split” ? mit freundlichen GrüßenStudienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.deAG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber Von: otrs-boun...@otrs.org [mailto: otrs-boun...@otrs.org] Im Auftrag von Muhammad El-Sergani Gesendet: Dienstag, 26. April 2011 15:47 An: otrs@otrs.org Betreff: Re: [otrs] How to split a ticket Guys? Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 25, 2011 at 5:13 PM, Muhammad El-Sergani mserg...@gmail.com wrote:Hi all, I know how to merge two or more tickets, working fine. How can I split one that I accidentally merged? i.e. undo the mistake ... Thanks and Best Regards, Muhammad El-Sergani. - 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 -- Thanks and Best Regards, Muhammad El-Sergani. - 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] Escalation, and Notify by
escalation put tickets in evindence reflecting a (probably existing) SLA (service level agreement) notify by, if setted and otrs.Pendigjobs.pl is running in cron, notify at the % of the time of escalation agents that is (probably) running out of SLA On Fri, Apr 22, 2011 at 6:50 PM, Muhammad El-Sergani mserg...@gmail.comwrote: Hello, I was wondering, could someone explain what Escalation in a queue actually does? To whom will the ticket be escalated? Also, what's the Notify by option? All I can see are percentages. Thanks and Best Regards, Muhammad El-Sergani. - 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] Escalation, and Notify by
:D depends, In some queue I use it to wake up some guys ... :D - 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] Help search-templates
After having thought to pass to a commercial database why not consider to pass at a commercial support (en...@otrs.com) ? (I'm not an otrs consultant and I've no business in this but it's a linear thought thinking at this ;) ) MV On Tue, Apr 19, 2011 at 7:30 PM, Thiru K thiru2...@yahoo.in wrote: Hi All, Recently we upgraded 2.2.6 mysql to 2.4.9 oracle. Now search-templates gives incorrect results Since its critical, can somebody help me out? Thanks, kt - 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] Pending auto close+ and Pending auto close-
otrs.PendingJobs.pl in cron On Mon, Apr 18, 2011 at 4:04 PM, Muhammad El-Sergani mserg...@gmail.comwrote: ad the timer set to 10 minutes in the future. - 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] Pending auto close+ and Pending auto close-
in redhat like system there a service otrs that runs in runlevel 2345 that populates otrs crontab over more other things. one of this is otrs.PendingsJobs.pl (as defined in file pending_jobs in /opt/otrs/var/cron/). This, by default, is executed at every 45 of every 2 hours and does closure and/or notification about ticket that has exceeded pending time and unlock unlockable tickets On Mon, Apr 18, 2011 at 4:19 PM, Muhammad El-Sergani mserg...@gmail.comwrote: Thanks Marco, Can you help shed some more light about how this goes in general? Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 18, 2011 at 4:06 PM, Marco Vannini marco.vann...@gmail.comwrote: otrs.PendingJobs.pl in cron On Mon, Apr 18, 2011 at 4:04 PM, Muhammad El-Sergani mserg...@gmail.comwrote: ad the timer set to 10 minutes in the future. - 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 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] Pending auto close+ and Pending auto close-
I've leaved it as is being the default time enough for me but yes, what you are saying is right, the ticket that is declared as closable at 00:00, at 00:01 will be closed. On Mon, Apr 18, 2011 at 4:53 PM, Muhammad El-Sergani mserg...@gmail.comwrote: Thanks Marco, This is all very well, and I understand that very well. Basically, what you're saying here is this; at 45 */2 * * *, otrs.PendingsJobs.pl, will run to check all pending tickets, and if a ticket is found to be of pending state, the script will check the timer, and see if its time has expired or not, and then apply the required job, such as closing or sending a reminder. What is the best practice for this? Should I follow this: setting pending dates to 00:00 for example, and set the pending cronjob to run @ 1 0 * * *? Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 18, 2011 at 4:38 PM, Marco Vannini marco.vann...@gmail.comwrote: in redhat like system there a service otrs that runs in runlevel 2345 that populates otrs crontab over more other things. one of this is otrs.PendingsJobs.pl (as defined in file pending_jobs in /opt/otrs/var/cron/). This, by default, is executed at every 45 of every 2 hours and does closure and/or notification about ticket that has exceeded pending time and unlock unlockable tickets On Mon, Apr 18, 2011 at 4:19 PM, Muhammad El-Sergani mserg...@gmail.comwrote: Thanks Marco, Can you help shed some more light about how this goes in general? Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 18, 2011 at 4:06 PM, Marco Vannini marco.vann...@gmail.comwrote: otrs.PendingJobs.pl in cron On Mon, Apr 18, 2011 at 4:04 PM, Muhammad El-Sergani mserg...@gmail.com wrote: ad the timer set to 10 minutes in the future. - 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 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 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 creation slow.
I don't know if this is the case but when I have DNS problems, otrs take a lot of time to do some tasks... On Fri, Mar 18, 2011 at 11:40 AM, Steve Clark scl...@netwolves.com wrote: On 03/10/2011 09:54 AM, Steve Clark wrote: Hello, We have been using OTRS 2.4.9 for about 8 months now. The ticket creation now takes 25+ seconds where it used to take about 5 seconds. We are running on a HP DL380 Linux system with Dual Intel(R) Xeon(TM) CPU 3.20GHz using postgresql 8.4.4. Any suggestions for improving performance, cleanups, etc. Thanks, Hmmm no one has any ideas about performance degradation??? -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.com - 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] FAQ article help
Harg, this is going to be very long :D ... What Lukasz has indicated you are the fields related to the FAQ's tables in the OTRS database. OTRS store the information that you enter in the variuos forms of the tool in a repository. With the SELECT provided, that must be executed via command line after that you connect at the database (DB), you will have a list (textual) that should match your criteria. That means fields Symptoms, Problem, Solution... and so on. There are many other methods to connect at the db but I think that are out of scope/topic of that maillinglist/forum Cheers. MV On Wed, Mar 16, 2011 at 2:16 PM, Silver springs win...@gmail.com wrote: Hi Lukasz, Thanks for your reply on the FAQ article help. Im not sure if I understand what you said about the f_subject and other fields. Please let me know what are these f_subject, f_field1 etc .. What do these attributes represent when I select them ? Could you please tell me what they mean in terms of an individual FAQ article ? I see that if I select the output to CVS, I get an output in excel format . Do you mean setting the limit to above 74, it downloads more than 74 FAQ articles ? Please help me understand these questions. Winter. - 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] accessing OTRS from other computers
Hi Andrew, I think that information are not enough for an hints. BTW, we are assuming that you are using a RedHat like system (having SELinux), right ? but neither this will be enough... did you try with some sniffer (tcpdump) or with netstat to see if connection are in SYN_RECV or similar states ? there is routing between PC and OTRS (and route are OK ? is there dinamic routing procols?) ? is there other appliance ? dmesg and nic stats are reporting issues ? Let us know MV On Mon, Mar 14, 2011 at 4:04 PM, Andrew Meyer ame...@precisionpractice.comwrote: I am having a problem where I can access OTRS from some computers but not others. The solution is to ping each computer every hour. I have disabled SELinux, IPTables firewall. I am not sure what else to do, I am running on the beta still and am not sure what to do. I know I need to upgrade but the system is running fine. I am working on replicating my MySQL database, to another server but haven’t had time to do setup a new webserver. Is this an problem with the beta? Is there another way to fix this?? Andrew Meyer ame...@precisionpractice.com Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146 - 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] accessing OTRS from other computers
Load balancer, IDS, traffic shaper, ssl accellerator... I don't know ;D Other appliance?? - 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] FAQ : How to add a category
http://otrs/otrs/index.pl?Action=AgentFAQCategory you should be in some other group I think not just FAQ (probably faq-admin) It should be a voice in the faq drop down menu On Mon, Mar 7, 2011 at 1:45 PM, Ionel GARDAIS ionel.gard...@tech-advantage.com wrote: Hi list, I just installed the FAQ module on a test system with OTRS 3.0.6. I can see the FAQ menu and am part of the faq group but whenever I try to add a FAQ, it complains against non-existing categories. But how to create categories ? Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager - 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] Add Hardware Type Itsm
just a taste: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=70 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=70BTW, IMHO, it would be nice to close a thread and start with a new one cheers, MV On Mon, Mar 7, 2011 at 2:13 PM, Sebastien Bory s...@groupenci.com wrote: Dear, And thanks, it's work how I want, I have another question, where I can find the correspondence with different tag (OTRS_CUSTOMER_*, OTRS_TICKET_State, ...) because I need for example to insert the date and time when the ticket is open in my auto-response. Best regrads Sébastien Bory -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Nils Leideck Envoyé : mercredi 2 mars 2011 09:52 À : User questions and discussions about OTRS. Objet : Re: [otrs] Add Hardware Type Itsm Dear both, just to be correctly, the Hardware Types are defined in the catalog class ITSM::ConfigItem::Hardware::Type”. ;-) Cheers, Nils On 02.03.2011, at 08:37, Adam Bator wrote: Yes you can do it and it is quite simple. It is done in Administration - general catalog : TISM::ConfigItem::Class Look at the ones already there for examples. W dniu 2011-03-01 10:23, Sebastien Bory pisze: How i can add a hardware type in the configuration Item ? I explain when you add an hardware item you have the name, description, .. and you have a drop list (type) and you can choose, printer, modem, keyword, … and I need to add type since firewall , how I can do that? — Nils Leideck 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 - 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] Accessing OTRS mySQL from LAN with mySQL Workbench
http://lmgtfy.com/?q=Host+mypc.domain.local+is+not+allowed+to+connect+to+this+MySQL+server :D (btw I think that should be an issue for mysql forum, doesn't it ?) On Fri, Mar 4, 2011 at 5:11 PM, Boniforti Flavio fla...@piramide.ch wrote: Hello all. I've installed OTRS 3 on a Windows 2003 Server and now I'd like to access it's database from my PC in LAN. Using mySQL Workbench, I only get error connecting to it. I get Host mypc.domain.local is not allowed to connect to this MySQL server. So, how do I have to proceed to enable it also connections from LAN PCs? 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
[otrs] CI - not able to add a new class
Hi all, It was a long time that I had no need to use it but now it seems that I'm not able to define a new class in CI (2.1.94 - migrated, not new. Let me say that I have not used it since it was in the previous version... so add could be elsewhere ;) ). I'm doing something wrong or it could be a config error ? (See attached image, there is no add new) Thank you for any suggestions you may give me. MV attachment: noaddbutt.PNG- 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] CI - not able to add a new class
s/tank/thanks/ And all the rest of errors ... ;) On Fri, Feb 25, 2011 at 12:24 PM, Marco Vannini marco.vann...@gmail.comwrote: ok, sorry, probably I'm not clear as usual :D I'm able to manage classes (as attached file) but seems that I'm not able to create new previous object (CI item?) (you know where you can define a CI with your own fields) Sorry and tank you again On Fri, Feb 25, 2011 at 10:54 AM, Nils Leideck nils.leid...@leidex.netwrote: Dear Marco, new classes are added in the admin panel in General Catlogue, not in the CI module directly. On 25.02.2011, at 10:22, Marco Vannini wrote: Hi all, It was a long time that I had no need to use it but now it seems that I'm not able to define a new class in CI (2.1.94 - migrated, not new. Let me say that I have not used it since it was in the previous version... so add could be elsewhere ;) ). I'm doing something wrong or it could be a config error ? — 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 - 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] CI - not able to add a new class
Hi Nils, unfortunally now i'm out of office, btw, 1st thank you for all, 2nd my goal is to create, like in the first picture, a new class of object (idea raised from ideascale: cmdb as agent or client repo). So i wanna create a class person and define my fields (phone, im, email,...) like i did for (as you see there) apache, nas and so on but i can't find the add button there to create the new structure of fields. I am totaly wrong ? Is not there where i can do this or it could be that ther's no add button for some misconfiguration ? --by mobile Il giorno 25/feb/2011 13.23, Nils Leideck nils.leid...@leidex.net ha scritto: Dear Marco, On 25.02.2011, at 12:24, Marco Vannini wrote: I'm able to manage classes (as attached file) but seems that I'm not able to create new previous object (CI item?) (you know where you can define a CI with your own fields) I am sorry, it is not clear to me what you want to archive :-)) 1. Do you want to create a new class? 2. Do you want to modify existing class attributes? 3. Do you want to add a new Item in an existing class? 4. Do you want to modify existing Items? Cheers, Nils — 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] CI - not able to add a new class
Omg i'm getting older ... this evening i'll try and i'll confirm my senile demency (if the ill is this :D) --by mobile Il giorno 25/feb/2011 16.00, Nils Leideck nils.leid...@leidex.net ha scritto: Dear Marco, 1. you have to make the Class first known by adding a new entry to the General Catalog under ITSM::ConfigItem::Class 2. Afterwards you can add new fields in the Admin panel under ConfigItem 3. Afterwards you can add new objects in that class via the ConfigItem Module interface. Cheers, Nils On 25.02.2011, at 14:50, Marco Vannini wrote: Hi Nils, unfortunally now i'm out of office, btw, 1st thank you for all, 2nd my goal is to create, like in the first picture, a new class of object (idea raised from ideascale: cmdb as agent or client repo). So i wanna create a class person and define my fields (phone, im, email,...) like i did for (as you see there) apache, nas and so on but i can't find the add button there to create the new structure of fields. I am totaly wrong ? Is not there where i can do this or it could be that ther's no add button for some misconfiguration ? --by mobile Il giorno 25/feb/2011 13.23, Nils Leideck nils.leid...@leidex.net ha scritto: Dear Marco, On 25.02.2011, at 12:24, Marco Vannini wrote: I'm able to manage classes (as attached file) but seems that I'm not able to create new previous object (CI item?) (you know where you can define a CI with your own fields) I am sorry, it is not clear to me what you want to archive :-)) 1. Do you want to create a new class? 2. Do you want to modify existing class attributes? 3. Do you want to add a new Item in an existing class? 4. Do you want to modify existing Items? — 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] CI - not able to add a new class
FANTASTIC ! now you can assign a group permission ! great !!! thank you ! I've some other ! if you need :D MV On Fri, Feb 25, 2011 at 4:21 PM, Marco Vannini marco.vann...@gmail.comwrote: Omg i'm getting older ... this evening i'll try and i'll confirm my senile demency (if the ill is this :D) --by mobile Il giorno 25/feb/2011 16.00, Nils Leideck nils.leid...@leidex.net ha scritto: Dear Marco, 1. you have to make the Class first known by adding a new entry to the General Catalog under ITSM::ConfigItem::Class 2. Afterwards you can add new fields in the Admin panel under ConfigItem 3. Afterwards you can add new objects in that class via the ConfigItem Module interface. Cheers, Nils On 25.02.2011, at 14:50, Marco Vannini wrote: Hi Nils, unfortunally now i'm out of office, btw, 1st thank you for all, 2nd my goal is to create, like in the first picture, a new class of object (idea raised from ideascale: cmdb as agent or client repo). So i wanna create a class person and define my fields (phone, im, email,...) like i did for (as you see there) apache, nas and so on but i can't find the add button there to create the new structure of fields. I am totaly wrong ? Is not there where i can do this or it could be that ther's no add button for some misconfiguration ? --by mobile Il giorno 25/feb/2011 13.23, Nils Leideck nils.leid...@leidex.net ha scritto: Dear Marco, On 25.02.2011, at 12:24, Marco Vannini wrote: I'm able to manage classes (as attached file) but seems that I'm not able to create new previous object (CI item?) (you know where you can define a CI with your own fields) I am sorry, it is not clear to me what you want to archive :-)) 1. Do you want to create a new class? 2. Do you want to modify existing class attributes? 3. Do you want to add a new Item in an existing class? 4. Do you want to modify existing Items? — 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] Error after update from 2.x to 3.x
Yes sorry againg for been not clear but I had the same problem time ago but I could not well remember how I did, I was sure that those could be just a good hints for a RHCx ;) On Tue, Feb 22, 2011 at 5:10 PM, Luis Vox Garza v...@co.com.mx wrote: Hi, Marco Thanks for the help...actually the helpful one was the ticket and not the mail :) Apparently I did something wrong during the upgrade, and ZZZAuto.pm wasn't upgraded...I copied the file over from the tarball and it all is working now, or at least so far it is :) And I discovered this because part of the results from the grep in the last post there is a line from the CHANGES file that says that OptionStrgHashRef was substituted by something else...and when I saw calls to OptionStrgHashRef in ZZZAuto.pm I figured something had gone wrong with the upgrade :) Thanks a lot for the help :) Luis -- *From: *Marco Vannini marco.vann...@gmail.com *To: *Luis \Vox\ Garza v...@co.com.mx, User questions and discussions about OTRS. otrs@otrs.org *Sent: *Tuesday, February 22, 2011 1:54:51 AM *Subject: *Re: [otrs] Error after update from 2.x to 3.x sorry, or this http://lists.otrs.org/pipermail/otrs/2011-January/034628.html On Tue, Feb 22, 2011 at 8:53 AM, Marco Vannini marco.vann...@gmail.comwrote: Hi Luis. Try this http://bugs.otrs.org/show_bug.cgi?id=6840 -- Red Hat Certified Engineer (RHCE) #805008141632764 Red Hat Certified Instructor (RHCI) http://www.stepone.mx/ Think of the Linux community as a niche economy isolated by its beliefs. Kind of like the Amish, except that our religion requires us to use _higher_ technology than everyone else. -- Donald B. Marti Jr. *AVISO DE CONFIDENCIALIDAD.* Este correo electrónico, incluyendo en su caso, los archivos adjuntos al mismo, pueden contener información de carácter confidencial y/o privilegiada, y se envían a la atención única y exclusiva de la persona y/o entidad a quien va dirigido. La copia, revisión, uso, revelación y/o distribución de dicha información confidencial sin la autorización por escrito de Step One Group, S.A. de C.V., está prohibida. Si usted no es el destinatario a quien se dirige el presente correo, favor de contactar al remitente respondiendo al presente correo y eliminar el correo original incluyendo sus archivos, así como cualesquiera copia del mismo. Mediante la recepción del presente correo usted reconoce y acepta que en caso de incumplimiento de su parte y/o de sus represe ntantes a los términos antes mencionados, Step One Group, S.A. de C.V. tendrá derecho a los daños y perjuicios que esto le cause. - 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] Error after update from 2.x to 3.x
Hi Luis. Try this http://bugs.otrs.org/show_bug.cgi?id=6840 - 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] Error after update from 2.x to 3.x
sorry, or this http://lists.otrs.org/pipermail/otrs/2011-January/034628.html On Tue, Feb 22, 2011 at 8:53 AM, Marco Vannini marco.vann...@gmail.comwrote: Hi Luis. Try this http://bugs.otrs.org/show_bug.cgi?id=6840 - 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] TimeAccounting - insert future data
Hi all, I'm wrong or it were possible to insert future data (on sick, leave,... I remember that I did ... or not, I can't remember), Now I'm not able. Using 1.4.91. thank you MV - 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] TimeAccounting 1.4.92 - not able to insert mandatory daily hour
Sorry Elva, In the bug: Many thanks for your bug report! The issue should be fixed now. Please update the file Kernel/Modules/AgentTimeAccounting.pm with the latest revision (1.81). could you please redirect to the correct file, it is in SVN ? Thank you in advance. MV On Fri, Feb 11, 2011 at 12:16 PM, Marco Vannini marco.vann...@gmail.comwrote: Thank you Elva, I'll try the next time I can upgrade Marco Vannini On Thu, Feb 10, 2011 at 11:26 PM, Elva Novoa e...@otrs.com wrote: Hi Marco, Please see bug report http://bugs.otrs.org/show_bug.cgi?id=6856 I hope this helps! Regards, Elva On 2/9/2011 10:47 AM, Marco Vannini wrote: Hi Elva, We implemented TA to require data input the same day that one come in the office. When It appens, the agent open otrs and he get the TA data input screen. With 1.4.92 agents were unable to store the data, at every refresh, the new screen was the same today empty screen. In the mean time I have removed 1.4.92, reinstalled 1.4.91 and restored previuos time_accounting data from the nightly backup. ASA i did this, data input was normalized. Hope I was clear enough, in case I'm available. Thank you. Ciao, MV On Wed, Feb 9, 2011 at 5:41 PM, Elva Novoa e...@otrs.com e...@otrs.com wrote: Hi Marco, What do you mean by I'm not able to exit from the mandatory input windows ? Regards, Elva On 2/9/2011 2:13 AM, Marco Vannini wrote: Hi there, I've tryed out the new version because I was interested in bulk update on hour, but, since its installation, I'm not able to exit from the mandatory input windows. Is there a way to reinstall 1.4.91 ? This because of the following message [root@x004 ~]# /opt/otrs/bin/otrs.PackageManager.pl -a install -p TimeAccounting-1.4.91.opm ERROR: OTRS-otrs.PackageManager.pl-10 Perl: 5.10.0 OS: linux Time: Wed Feb 9 09:03:49 2011 Message: Can't upgrade, installed package '1.4.92' is newer as '1.4.91'! Thank you in advance MV - 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 -- Elva María Novoa del Toro Research Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ - 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 -- Elva María Novoa del Toro Research Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ - 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] TimeAccounting 1.4.92 - not able to insert mandatory daily hour
Sorry again, found. yes it was there http://source.otrs.org/viewvc.cgi/TimeAccounting/Kernel/Modules/AgentTimeAccounting.pm?view=log http://source.otrs.org/viewvc.cgi/TimeAccounting/Kernel/Modules/AgentTimeAccounting.pm?view=logTomorrow morning I'll can tell if it is fixed for me. Thank you again. MV On Tue, Feb 15, 2011 at 11:31 AM, Marco Vannini marco.vann...@gmail.comwrote: Sorry Elva, In the bug: Many thanks for your bug report! The issue should be fixed now. Please update the file Kernel/Modules/AgentTimeAccounting.pm with the latest revision (1.81). could you please redirect to the correct file, it is in SVN ? Thank you in advance. MV On Fri, Feb 11, 2011 at 12:16 PM, Marco Vannini marco.vann...@gmail.comwrote: Thank you Elva, I'll try the next time I can upgrade Marco Vannini On Thu, Feb 10, 2011 at 11:26 PM, Elva Novoa e...@otrs.com wrote: Hi Marco, Please see bug report http://bugs.otrs.org/show_bug.cgi?id=6856 I hope this helps! Regards, Elva On 2/9/2011 10:47 AM, Marco Vannini wrote: Hi Elva, We implemented TA to require data input the same day that one come in the office. When It appens, the agent open otrs and he get the TA data input screen. With 1.4.92 agents were unable to store the data, at every refresh, the new screen was the same today empty screen. In the mean time I have removed 1.4.92, reinstalled 1.4.91 and restored previuos time_accounting data from the nightly backup. ASA i did this, data input was normalized. Hope I was clear enough, in case I'm available. Thank you. Ciao, MV On Wed, Feb 9, 2011 at 5:41 PM, Elva Novoa e...@otrs.com e...@otrs.com wrote: Hi Marco, What do you mean by I'm not able to exit from the mandatory input windows ? Regards, Elva On 2/9/2011 2:13 AM, Marco Vannini wrote: Hi there, I've tryed out the new version because I was interested in bulk update on hour, but, since its installation, I'm not able to exit from the mandatory input windows. Is there a way to reinstall 1.4.91 ? This because of the following message [root@x004 ~]# /opt/otrs/bin/otrs.PackageManager.pl -a install -p TimeAccounting-1.4.91.opm ERROR: OTRS-otrs.PackageManager.pl-10 Perl: 5.10.0 OS: linux Time: Wed Feb 9 09:03:49 2011 Message: Can't upgrade, installed package '1.4.92' is newer as '1.4.91'! Thank you in advance MV - 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 -- Elva María Novoa del Toro Research Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ - 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 -- Elva María Novoa del Toro Research Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ - 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] TimeAccounting - insert future data
Thank you Elva, Yes. I have the boxes but we are not able to 'commit' the day with the checkbox selected. Excuse me if i'm not clear enough at every first shot ... :) --by mobile Il giorno 15/feb/2011 19.28, Elva Novoa e...@otrs.com ha scritto: Hello Marco, If the future date you are trying to add your working hours to is within a valid period for your user and if it is a weekday and not weekend, you should get the 3 checkboxes to select either on sick leave, on vacation or on overtime leave. I hope this helps! Regards, Elva On 2/15/2011 3:52 AM, Marco Vannini wrote: Hi all, I'm wrong or it were possible to insert future data (on sick, leave,... I remember that I did ... or not, I can't remember), Now I'm not able. Using 1.4.91. thank you MV - 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 -- Elva María Novoa del Toro Research Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ - 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] TimeAccounting 1.4.92 - not able to insert mandatory daily hour
Thank you Elva, I'll try the next time I can upgrade Marco Vannini On Thu, Feb 10, 2011 at 11:26 PM, Elva Novoa e...@otrs.com wrote: Hi Marco, Please see bug report http://bugs.otrs.org/show_bug.cgi?id=6856 I hope this helps! Regards, Elva On 2/9/2011 10:47 AM, Marco Vannini wrote: Hi Elva, We implemented TA to require data input the same day that one come in the office. When It appens, the agent open otrs and he get the TA data input screen. With 1.4.92 agents were unable to store the data, at every refresh, the new screen was the same today empty screen. In the mean time I have removed 1.4.92, reinstalled 1.4.91 and restored previuos time_accounting data from the nightly backup. ASA i did this, data input was normalized. Hope I was clear enough, in case I'm available. Thank you. Ciao, MV On Wed, Feb 9, 2011 at 5:41 PM, Elva Novoa e...@otrs.com e...@otrs.com wrote: Hi Marco, What do you mean by I'm not able to exit from the mandatory input windows ? Regards, Elva On 2/9/2011 2:13 AM, Marco Vannini wrote: Hi there, I've tryed out the new version because I was interested in bulk update on hour, but, since its installation, I'm not able to exit from the mandatory input windows. Is there a way to reinstall 1.4.91 ? This because of the following message [root@x004 ~]# /opt/otrs/bin/otrs.PackageManager.pl -a install -p TimeAccounting-1.4.91.opm ERROR: OTRS-otrs.PackageManager.pl-10 Perl: 5.10.0 OS: linux Time: Wed Feb 9 09:03:49 2011 Message: Can't upgrade, installed package '1.4.92' is newer as '1.4.91'! Thank you in advance MV - 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 -- Elva María Novoa del Toro Research Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ - 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 -- Elva María Novoa del Toro Research Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ - 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] TimeAccounting 1.4.92 - not able to insert mandatory daily hour
Hi there, I've tryed out the new version because I was interested in bulk update on hour, but, since its installation, I'm not able to exit from the mandatory input windows. Is there a way to reinstall 1.4.91 ? This because of the following message [root@x004 ~]# /opt/otrs/bin/otrs.PackageManager.pl -a install -p TimeAccounting-1.4.91.opm ERROR: OTRS-otrs.PackageManager.pl-10 Perl: 5.10.0 OS: linux Time: Wed Feb 9 09:03:49 2011 Message: Can't upgrade, installed package '1.4.92' is newer as '1.4.91'! Thank you in advance MV - 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] TimeAccounting 1.4.92 - not able to insert mandatory daily hour
Hi Elva, We implemented TA to require data input the same day that one come in the office. When It appens, the agent open otrs and he get the TA data input screen. With 1.4.92 agents were unable to store the data, at every refresh, the new screen was the same today empty screen. In the mean time I have removed 1.4.92, reinstalled 1.4.91 and restored previuos time_accounting data from the nightly backup. ASA i did this, data input was normalized. Hope I was clear enough, in case I'm available. Thank you. Ciao, MV On Wed, Feb 9, 2011 at 5:41 PM, Elva Novoa e...@otrs.com wrote: Hi Marco, What do you mean by I'm not able to exit from the mandatory input windows ? Regards, Elva On 2/9/2011 2:13 AM, Marco Vannini wrote: Hi there, I've tryed out the new version because I was interested in bulk update on hour, but, since its installation, I'm not able to exit from the mandatory input windows. Is there a way to reinstall 1.4.91 ? This because of the following message [root@x004 ~]# /opt/otrs/bin/otrs.PackageManager.pl -a install -p TimeAccounting-1.4.91.opm ERROR: OTRS-otrs.PackageManager.pl-10 Perl: 5.10.0 OS: linux Time: Wed Feb 9 09:03:49 2011 Message: Can't upgrade, installed package '1.4.92' is newer as '1.4.91'! Thank you in advance MV - 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 -- Elva María Novoa del Toro Research Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ - 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 store attachments in FS including previous attachments
It should exists a /opt/otrs/bin/otrs.ArticleStorageSwitch.pl and should be used with the following switch -s ArticleStorageDB -d ArticleStorageFS On Tue, Feb 1, 2011 at 9:36 AM, Amit Sharma amit_...@yahoo.com wrote: Hi, Changing DB to FS is easy and it works fine but I would like to extract the previous attachments as well so that my DB gets reduced considerably. How to achieve that. Kindly Help. Thanks and Regards, *Amit Sharma* - 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] Question/Answer path leading to ticket creation
[not a solution but a proposal for a short explanation/example from someone on that] Could Cognibox be a solution for that ? http://otrs.org/news/2011/otrs-joomla-gateway/ Thank you. MV http://otrs.org/news/2011/otrs-joomla-gateway/ On Mon, Jan 31, 2011 at 5:22 PM, Tommaso Calosi - Brain Technology tommaso.cal...@brain.it wrote: Hi, I need to modify the customer public interface so that before a ticket is created the customer needs to answer a few question based on a flowchart schema: E.g. Is your pc on? yes/no YES Is the mouse properly connected? yes/no NO Connect the mouse and so on... If no answer available for the issue, then a ticket will be created. I've seen the FAQ module, but I don't think it can do something like this... -- Tommaso Calosi Playnet - Brain Technology http://www.playnet.it tel. +39 0553226450 - fax. +39 0553226604 Helpdesk : http://www.playnet.it/helpdesk.htm Faq : http://www.playnet.it/faq.htm - 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] associate customer to company?
Really you don't have CustomerID in customer account creation ? Is CustomerGroupSupport in sysconfig enabled ? On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel daniel.nava...@gtech.comwrote: I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I found a thread saying that if you first create the company that you should then find a field called “Company ID” in the Add Customer screen, but I do not see such a field. Thanks, Daniel CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email. - 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] associate customer to company?
I probably have some problem to understand, but I'm using different kind of configuration, and all are working, where some client ( because are internal...) would like to have a single account used by a group and some client like to have personal account. For the first type I had to manage problems related at the fact that I cannot/I don't have a distribution list with the names of the member of the group, managed by using local /etc/aliases The second one want to see its ticket but would like to see collegue tickets as well (company ticket). This is managed creating a customer company having an ID (customerID) and then associating this ID in customerID at the customer_user profile. Incoming mail, are filtered and are associated with che correct X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and so on... Is the second situation that Daniel is not able to recreate ? On Tue, Jan 25, 2011 at 2:36 PM, Gerald Young cryth...@gmail.com wrote: Before we get too far, the naming scheme is a mess, too. PostMaster Filter can ask for X-OTRS-CustomerUser (username/login) and X-OTRS-CustomerNo (CustomerID) the ticket table stores BOTH customer_id (company) and customer_user_id (login). I'm willing to accept any alternative points of view, and the documentation should win, but in this case, I have a few doubts. I'd hate it if I've been posting incorrect information, and will correct it if I'm wrong. On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young cryth...@gmail.com wrote: Nobody has yet corrected me on my multiple postings on the forums, including this one: http://forums.otrs.org/viewtopic.php?f=60t=7531 that seem to indicate that sharing a CustomerID is possible. Either I've been telling the wrong story or the implementation of Company Tickets is not optimal. I tend to vote for the latter. In fact, the field name of the Company identifier in Customer Company *IS* CustomerID, which means it better be possible to share it. The username/login is unique, but the CustomerID doesn't have to be. On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel daniel.nava...@gtech.com wrote: I have “CustomerID” but according to the admin manual that is the identifier for the individual customer (the human being calling in the problem) and every customer needs a unique CustomerID so they therefore recommend using the person’s e-mail address in this field. *Figure 5.14. Adding a customer.* The customer can access to the system by providing his username and password. The CustomerID is needed by the system to identify the user and his tickets. Since the email address is a unique value, it can be used as ID. Thanks, Daniel *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 6:06 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company? Really you don't have CustomerID in customer account creation ? Is CustomerGroupSupport in sysconfig enabled ? On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel daniel.nava...@gtech.com wrote: I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I found a thread saying that if you first create the company that you should then find a field called “Company ID” in the Add Customer screen, but I do not see such a field. Thanks, Daniel CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email. - 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 CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email. - 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 mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe
Re: [otrs] associate customer to company?
Right MV On Tue, Jan 25, 2011 at 3:46 PM, Navarro, Daniel daniel.nava...@gtech.comwrote: Thanks for the responses guys. I guess I was thrown off by the documentation suggesting that I use the human’s e-mail address since it is unique. I mistakenly made the leap that this means it has to be a unique field…but it sounds like it doesn’t have to be. So I guess what I should do is create a company and name it “Company X” and then create a customer named “Bob” (a user/human) and set Bob’s CustomerID to “CompanyX”. This is what you are suggesting correct? Thanks for the help. Daniel *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 10:50 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company? I probably have some problem to understand, but I'm using different kind of configuration, and all are working, where some client ( because are internal...) would like to have a single account used by a group and some client like to have personal account. For the first type I had to manage problems related at the fact that I cannot/I don't have a distribution list with the names of the member of the group, managed by using local /etc/aliases The second one want to see its ticket but would like to see collegue tickets as well (company ticket). This is managed creating a customer company having an ID (customerID) and then associating this ID in customerID at the customer_user profile. Incoming mail, are filtered and are associated with che correct X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and so on... Is the second situation that Daniel is not able to recreate ? On Tue, Jan 25, 2011 at 2:36 PM, Gerald Young cryth...@gmail.com wrote: Before we get too far, the naming scheme is a mess, too. PostMaster Filter can ask for X-OTRS-CustomerUser (username/login) and X-OTRS-CustomerNo (CustomerID) the ticket table stores BOTH customer_id (company) and customer_user_id (login). I'm willing to accept any alternative points of view, and the documentation should win, but in this case, I have a few doubts. I'd hate it if I've been posting incorrect information, and will correct it if I'm wrong. On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young cryth...@gmail.com wrote: Nobody has yet corrected me on my multiple postings on the forums, including this one: http://forums.otrs.org/viewtopic.php?f=60t=7531 that seem to indicate that sharing a CustomerID is possible. Either I've been telling the wrong story or the implementation of Company Tickets is not optimal. I tend to vote for the latter. In fact, the field name of the Company identifier in Customer Company *IS* CustomerID, which means it better be possible to share it. The username/login is unique, but the CustomerID doesn't have to be. On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel daniel.nava...@gtech.com wrote: I have “CustomerID” but according to the admin manual that is the identifier for the individual customer (the human being calling in the problem) and every customer needs a unique CustomerID so they therefore recommend using the person’s e-mail address in this field. *Figure 5.14. Adding a customer.* The customer can access to the system by providing his username and password. The CustomerID is needed by the system to identify the user and his tickets. Since the email address is a unique value, it can be used as ID. Thanks, Daniel *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 6:06 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company? Really you don't have CustomerID in customer account creation ? Is CustomerGroupSupport in sysconfig enabled ? On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel daniel.nava...@gtech.com wrote: I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I found a thread saying that if you first create the company that you should then find a field called “Company ID” in the Add Customer screen, but I do not see such a field. Thanks, Daniel CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email. - 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 CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use
Re: [otrs] associate customer to company?
indeed every installation and usage are to be evalueted... as usual, but, just to start, one has to understand the usage and feature that the tools offers and then plasm it at his organization/flow/needs On Tue, Jan 25, 2011 at 3:54 PM, Gerald Young cryth...@gmail.com wrote: I don't really want to suggest that because of the reasons stated in the link I provided in the forums. (Briefly: customers of the same company may NOT need to know what other customers have submitted (the Company Tickets tab can give a customer that access for tickets that have the same customer_id (company) as the customer). It is not possible for you to arrange customer-groups and manage different group for different queue ? This is another conf method, do you agree ? But a department head/manager may very well need to see tickets submitted for his company (see customer_ids). On Tue, Jan 25, 2011 at 9:46 AM, Navarro, Daniel daniel.nava...@gtech.com wrote: Thanks for the responses guys. I guess I was thrown off by the documentation suggesting that I use the human’s e-mail address since it is unique. I mistakenly made the leap that this means it has to be a unique field…but it sounds like it doesn’t have to be. So I guess what I should do is create a company and name it “Company X” and then create a customer named “Bob” (a user/human) and set Bob’s CustomerID to “CompanyX”. This is what you are suggesting correct? Thanks for the help. Daniel *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 10:50 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company? I probably have some problem to understand, but I'm using different kind of configuration, and all are working, where some client ( because are internal...) would like to have a single account used by a group and some client like to have personal account. For the first type I had to manage problems related at the fact that I cannot/I don't have a distribution list with the names of the member of the group, managed by using local /etc/aliases The second one want to see its ticket but would like to see collegue tickets as well (company ticket). This is managed creating a customer company having an ID (customerID) and then associating this ID in customerID at the customer_user profile. Incoming mail, are filtered and are associated with che correct X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and so on... Is the second situation that Daniel is not able to recreate ? On Tue, Jan 25, 2011 at 2:36 PM, Gerald Young cryth...@gmail.com wrote: Before we get too far, the naming scheme is a mess, too. PostMaster Filter can ask for X-OTRS-CustomerUser (username/login) and X-OTRS-CustomerNo (CustomerID) the ticket table stores BOTH customer_id (company) and customer_user_id (login). I'm willing to accept any alternative points of view, and the documentation should win, but in this case, I have a few doubts. I'd hate it if I've been posting incorrect information, and will correct it if I'm wrong. On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young cryth...@gmail.com wrote: Nobody has yet corrected me on my multiple postings on the forums, including this one: http://forums.otrs.org/viewtopic.php?f=60t=7531 that seem to indicate that sharing a CustomerID is possible. Either I've been telling the wrong story or the implementation of Company Tickets is not optimal. I tend to vote for the latter. In fact, the field name of the Company identifier in Customer Company *IS* CustomerID, which means it better be possible to share it. The username/login is unique, but the CustomerID doesn't have to be. On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel daniel.nava...@gtech.com wrote: I have “CustomerID” but according to the admin manual that is the identifier for the individual customer (the human being calling in the problem) and every customer needs a unique CustomerID so they therefore recommend using the person’s e-mail address in this field. *Figure 5.14. Adding a customer.* The customer can access to the system by providing his username and password. The CustomerID is needed by the system to identify the user and his tickets. Since the email address is a unique value, it can be used as ID. Thanks, Daniel *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 6:06 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company? Really you don't have CustomerID in customer account creation ? Is CustomerGroupSupport in sysconfig enabled ? On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel daniel.nava...@gtech.com wrote: I am using OTRS 3.0.4. Is there a way to associate a customer to a company
Re: [otrs] Empty answer without body
removing $QData{Body} from ticket::Frontend::ResponseFormat (sysconf
Ticket - Frontend::Agent::Ticket::ViewCompose) ?
On Tue, Jan 25, 2011 at 5:31 PM, jverho...@beckhoff.nl wrote:
Hi All,
Because i get no answer on my previous questions, I'll try to cut this in
portions ;-)
We use OTRS 2.4 windows for our support, this works very well.
Q) Is it possible to create an empty answer without the (old) body, so
that there is no previous infomation in it (and it is really an *empty*answer)
Thanks for all help and ideas
Jurjen Verhoeff
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Re: [otrs] Empty answer without body
using /index.pl?Action=AdminQueueResponses creating different /
index.pl?Action=AdminResponse
On Tue, Jan 25, 2011 at 6:15 PM, jverho...@beckhoff.nl wrote:
Hi Marco,
Thanks for you answer.
That is an option, but than I have n't the body tag in all the empty
anwers.
Is there a way to have 2 different empty answers where 1 with the body
and 1 without the body tag?
Met vriendelijke groet / Gruß / Best Regards,
Jurjen Verhoeff
--
removing $QData{Body} from ticket::Frontend::ResponseFormat (sysconf
Ticket
- Frontend::Agent::Ticket::ViewCompose) ?
On Tue, Jan 25, 2011 at 5:31 PM, jverho...@beckhoff.nl wrote:
Hi All,
Because i get no answer on my previous questions, I'll try to cut this in
portions ;-)
We use OTRS 2.4 windows for our support, this works very well.
Q) Is it possible to create an empty answer without the (old) body, so
that there is no previous infomation in it (and it is really an
*empty*answer)
Thanks for all help and ideas
Jurjen Verhoeff
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[otrs] Postmaster error
Hi all, I don't know what could have been happened but I'm experiencing a Quantifier follows nothing in regex; marked by -- HERE in m/* -- HERE Delivery Status Notification*/ at /home/otrs//Kernel/System/PostMaster/Filter/Match.pm wherever Postmaster runs (manually or scheduled) and then it leave a dirty record in process_id (it seems) does anyone had a similar problem ? what could I check ? (I've checked all the postmasterfilter but I can find any strange thing on them: is there a way to know what is eventually the troubling filter if this is the problem ? ) Thank you in advance. MV - 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 error
Really strange... apache restarted, cleandup cache, emptyed postmaster_filter but still getting error ... - 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 error
uh :D where ?! but don't worry... I'll find this f'ing '*' ;) Thank you again On Fri, Jan 21, 2011 at 4:17 PM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: * Marco Vannini marco.vann...@gmail.com: Really strange... apache restarted, cleandup cache, emptyed postmaster_filter but still getting error ... More filters in other places maybe? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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] Customer_company not available 3.0 (upgraded) - bug ?
Hi Michiel,
I don't really know if the file that I found it is previos v3 installation,
but I've found in it:
# OTRS config file (automaticaly generated!)
# VERSION:1.1
[...]
$Self-{'Frontend::Module'}-{'AdminCustomerCompany'} = {
'Description' = 'Admin',
'Group' = [
'admin'
],
'GroupRo' = [
''
],
'NavBar' = [
{
'AccessKey' = 'c',
'Block' = 'ItemArea',
'Description' = 'Edit Customer Company',
'Image' = 'folder_yellow.png',
'Link' = 'Action=AdminCustomerCompanyNav=Agent',
'Name' = 'Company',
'NavBar' = 'Ticket',
'Prio' = '9100',
'Type' = 'Menu'
}
],
'NavBarModule' = {
'Block' = 'Block1',
'Module' = 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' = 'Customer Company',
'Prio' = '310'
},
'NavBarName' = 'Admin',
'Title' = 'Customer Company'
};
[...]
That reflects the same situation I had in SysConfig (obviuosly) where there
were an empty RO.
I must say that I'm not neither sure if the solution was just to remove this
empty group or clicking on the reset icon near the option (having removed
the entry and pressed it).
In any case, one of them or both together, could be a WA or a known solution
for similar situation searchable in mail-archive having (one of the above
action) solved the problem and having no impact. Am I right ?
Thank you in any case and sorry about my not clear/sharp informations
MV
On Wed, Jan 12, 2011 at 8:57 PM, Marco Vannini marco.vann...@gmail.comwrote:
Hi Mike,
mmmh, I can try to look into some old backup and if I find something I'll
report on this thread. (Unfortunally next Monday 'couse I'm out of office
till then)
In the mean time thank you for your interest.
See You soon
MV
On Wed, Jan 12, 2011 at 8:52 PM, Michiel Beijen
michiel.bei...@gmail.comwrote:
Hi Marco,
I've already upgraded quite a few systems to OTRS 3 and have not seen
it before.
Usually I guess it's good practice to check your ZZZAuto.pm for any
'suspicious' entries anyway.
Do you know the value of this sysconfig option in ZZZAuto BEFORE doing
the upgrade?
--
Mike
On Mon, Jan 10, 2011 at 4:36 PM, Marco Vannini marco.vann...@gmail.com
wrote:
Hi there,
It is possible that after an upgrade you cannot view customer_company
module
from the admin panel ?
I've discovered this on 2 upgraded system and solved only after the
removing
of the empty RO in sysadmin (see attachment)
MV
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Re: [otrs] OTRS 3 ITSM 3b just updated
Hi Stuart, Yes, the problem seems to be only there. As I previous told I've solved installing a otrs-3.tarball over the rpm (overriding the facto all the sources installed with rpm). This just in one case. In the other was enought a restart of apache after the installing of itsm3b. On Mon, Jan 17, 2011 at 10:28 AM, Stuart Hall stu...@daern.org wrote: On Thu, Jan 13, 2011 at 10:29 AM, Stuart Hall stu...@daern.org wrote: - using close on ticket zoom Software error: Can't locate object method OptionStrgHashRef via package Kernel::Output::HTML::Layout at /opt/otrs//Kernel/Modules/AgentTicketClose.pm line 1020. Same error here, only when clicking close on ticket zoom. Closing ticket in reply works fine. Thought I would try uninstalling ITSM to see if this resolved the issuebad idea! Pretty much nailed OTRS. Had to reinstall again to get it working. Oh well, ho hum. Wait for beta 2 I guess... - 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] Customer_company not available 3.0 (upgraded) - bug ?
Hi Mike, mmmh, I can try to look into some old backup and if I find something I'll report on this thread. (Unfortunally next Monday 'couse I'm out of office till then) In the mean time thank you for your interest. See You soon MV On Wed, Jan 12, 2011 at 8:52 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Hi Marco, I've already upgraded quite a few systems to OTRS 3 and have not seen it before. Usually I guess it's good practice to check your ZZZAuto.pm for any 'suspicious' entries anyway. Do you know the value of this sysconfig option in ZZZAuto BEFORE doing the upgrade? -- Mike On Mon, Jan 10, 2011 at 4:36 PM, Marco Vannini marco.vann...@gmail.com wrote: Hi there, It is possible that after an upgrade you cannot view customer_company module from the admin panel ? I've discovered this on 2 upgraded system and solved only after the removing of the empty RO in sysadmin (see attachment) MV - 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 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] Customer_company not available 3.0 (upgraded) - bug ?
Hi there, It is possible that after an upgrade you cannot view customer_company module from the admin panel ? I've discovered this on 2 upgraded system and solved only after the removing of the empty RO in sysadmin (see attachment) MV attachment: customer_company.PNG- 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] OTRS 3 ITSM 3b just updated
Hi all, Having had the great opportunity (finally) to upgrade an old installation with that combination of great software, I'm experiencing some little problems: - apparently Agents are not receiving alerts and in logs there are Jan 4 16:08:44 xxx OTRS-CGI-10[4615]: [Error][Kernel::Output::HTML::Layout::NavigationBar][Line:2620]: Module Kernel/Output/HTML/NavBarTicketSearchProfile.pm not found! Jan 4 16:08:44 xxx OTRS-CGI-10[4615]: [Error][Kernel::Output::HTML::Layout::NavigationBar][Line:2680]: Module Kernel/Output/HTML/NotificationAgentTicket.pm not found! - using close on ticket zoom Software error: Can't locate object method OptionStrgHashRef via package Kernel::Output::HTML::Layout at /opt/otrs//Kernel/Modules/AgentTicketClose.pm line 1020. btw the feedback from about 100 users are really good (all the basic functionality are working ;) )! Thank you all a lot again ! Marco Vannini - 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] Stat generation problem
Hi S, There is a good tool named otrs-manager (tokaware.com) that we were promised to have a release 0.6 a long time ago but the old one (0.54) does some of the stats that you need. PS: does enyone knows if people at tokaware still exists or has news on them ? MV On Fri, Dec 24, 2010 at 6:28 AM, shrikant k shrikant.k1...@gmail.comwrote: hello all, I am facing some problem in generation of stats as my boss want to show the performance in stats. I wanted to generate a stat which shows numbwer of tickets in each queue,number of ticket closed in each queue,number of ticket escalated in each queue, and number of ticket crossed the solution time in each queue looks similar like this total number of tickets | closed |escalated | number of tickets expired solution time queue1 queue2 queue3 any help in generating such kind of stats thanks Regards shrikant - 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] test
We received all your post... you don't receive them but us yes :D On Thu, Dec 16, 2010 at 11:24 AM, Sudhir Garg s750...@emirates.com wrote: - 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] Are there any other available themes?
there were a cape-it theme there http://www.cape-it.de/additional-modules.html but there are some ideatracking on otrsteam.ideascale.com too ( http://otrsteam.ideascale.com/a/searchPanel.do with search=theme, please vote :D ) MV On Tue, Dec 14, 2010 at 11:09 PM, Clayton Doty ckdot...@gmail.com wrote: I am wondering if there are any other additional themes available out there? I have been looking around and can't seem to find any. I am using 2.4.9 + ITSM. Thanks Clay - 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] ITSM
I love Zabbix too and I would like to have a better integration between it like the nagios plugin (bidirectional, never tryed an integration ... does someone has a use case to submit ?) Additionally I would like to remember that on ideascale ( otrsteam.ideascale.com) there are some proposal to have more integration between otrs and other tool like the ones you mentioned, expetially for the part reguarding Configuration Items Cheers. MV On Wed, Dec 15, 2010 at 11:33 AM, Murilo Moreira de Oliveira murilo.more...@gmail.com wrote: Hi! I know that there are several open source tools to address capacity, availability and continuity management ITIL processes, like zabbix (my favorite), Zenoss and Nagios. OTRS has API's to integrate itself with Nagios and I think theses API's can be used or customized to integrate OTRS with other applications. About financial management process, I would be happy to receive some feedback too. ;-) 2010/12/15 Sudhir Garg s750...@emirates.com Hello All, OTRS ITSM module can meet 6 of the processes of ITIL. We want to evaluate some other processes of ITIL through open source product like capacity, availability, continuity, financial management etc. Can somebody guide us if there are tools available to meet these additional requirements and how well they can integrate with OTRS? Thanks for the help. Regards Sudhir - 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 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] Antw: Upgrade planning for packages from 2.4 to 3.0
Probably due to the usual rpmnew files ? - 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] Can't See Shortcut Icons
I can't see any of them after a debian (just) upgrade(d) MV On Tue, Nov 30, 2010 at 5:57 PM, Parag Bhalerao parag.bhale...@cybertech.com wrote: Hello, I am running OTRS 3.0 on Windows platform. In the documentation is says that on the agent login page, there are icons that show the amount of locked tickets and allow direct access to them, links to create a new phone/e-mail ticket. I don’t see these icons. I can see only for locked tickets. Is this configurable? As per the documentation I should see But on actual system I see only GoodWills *Parag Bhalerao* * * Work 215-494-2709 Call 267-210-5949 Email parag.bhale...@cybertech.com - 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 image002.pngimage001.png- 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
