[otrs] CSS Theme Won't Apply

I'm using OTRS 2.4.6. I have a theme called GOPS. I have it entered in the database properly. The structure is built properly as follows : /opt/otrs/Kernel/Output/HTML/GOPS /opt/otrs/var/httpd/htdocs/css/GOPS The HTML theme works just fine. Any changes to .dtl files I make in the GOPS

Re: [otrs] Spanish Charset problems

I don't understandthe client is the perl dbi interface used by otrs code... isn't it? look at this pls: http://www.dev411.com/blog/2006/10/02/perl-mysql-and-utf-8 On Martes 09 Febrero 2010 23:40:34 Nils Leideck - ITSM escribió: HI, On 09.02.2010, at 07:45, magicboiz wrote: |

Re: [otrs] Spanish Charset problems

I'm not an expert, but I think that OTRS code should do something like this: On Miércoles 10 Febrero 2010 09:23:41 magicboiz escribió: I don't understandthe client is the perl dbi interface used by otrs code... isn't it? look at this pls:

Re: [otrs] Spanish Charset problems

I'm not an expert but I think OTRS code should do something like this: # Standard DBI connection. my $dbh = DBI-connect(DBI:mysql:${database}:${hostname}, $username, $password) or die DB Connection not made: $DBI::errstr; $dbh-{'mysql_enable_utf8'} = 1; $dbh-do('SET NAMES utf8');

Re: [otrs] [OTRS] Junk Mail

What do I do in the postmaster file? --- Anil Jethiji, Senior Data Centre Technician, IFL Email: anil.jeth...@internetf.co.uk T: 0845 126 1616 D: 0161 850 0471 M: 0782 35 36 398 ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited.

[otrs] How to use GenericAgent and brief about fields

Hi, Please suggest how to use Generic Agent (on web interface) and give brief of each related fields. Thanks in advance for help. Regards, Manish Ramteke - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive:

[otrs] Svar: CSS Theme Won't Apply

You need to find the .dtl file from the Standard theme that includes the CSS files and copy them to your theme directory, if you haven't already. If they are already there, you should search and replace 'Standard' with 'GOPS' in those files. In my case, I have copied header.dtl and changed

[otrs] Ticket Subject Rules

Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov

[otrs] Add elements to Dashboard in 2.4.6

Hi, we're running 2.4.6 (update to 2.4.7 already scheduled) and I'm currently looking into how the Dashboard could be adapted to our needs. For now I have a simple question: Is it possible to add more Elements to the dashboard, let's say a second DashboardImage instance? I would have expected to

[otrs] Themeing the 'Customer Info' portion of the AgentTicketZoom view?

Hi all. I have tried hard to find where the data that gets inserted in the Customer Info: portion of the Agent Ticket Zoom view comes from. There is this block: # show customer info table !-- dtl:block:CustomerTable -- p hr b$Text{Customer Info}:/b

[otrs] UPN (User Principal Name) Active Directory logon problem

Hi, I've been managing to configure my OTRS installation to allow users authenticate against Active Directory using their pre win 2000 style account (for example testperson). I was wondering would it be possible to use their UPN (User Principal Name)

[otrs] Fwd: Cron o...@lfp101126 $HOME/bin/PostMasterMailbox.pl /dev/null

Hi all, I'm getting this error for some reason. Does anyone know what's happening? Begin forwarded message: 差出人: r...@xx (Cron Daemon) 日時: 2010年2月10日 22:50:02:GMT+11:00 宛先: r...@xx 件名: Cron o...@lfvscp10126 $HOME/bin/PostMasterMailbox.pl /dev/null Error in tempfile() using

[otrs] Followup notification

Hi, How to notify on followup a ticket owner by Notification (event) interface ? I would like to notify ticket owner about followup by customer. But I can't select prefered queue for all my agents. And if agent doesn't selected there prefered queues they aren't notify ! Is that why I use

[otrs] Different sender e-mail adres for different queques

Hi everyone, We are facing problem with default config of OTRS - we are supporting different companies with our system. OTS is checking different e-mial accounts (in customer's e-mail systems) and placing the tickets in proper queues. This is OK, but when we reply to the ticket it always is

Re: [otrs] difference in phone and email tickets

Hi, With both you do basically the same: register a ticket, but with email ticket, as its name suggests, you can send an email to several recipients at the same time. Leonardo Certuche On Tue, Feb 9, 2010 at 1:43 AM, manish ramteke manish.s.ramt...@gmail.comwrote: Hi, In which cases one

Re: [otrs] difference in phone and email tickets

mmmh, I've always found hard to explain that to my too... this because in phone you have a free from, so it could be a customer/internal/extemporaneal request too, in the other case you just have a queue selection as from. Told that I was waiting for a suggestion too... :D MV On Wed, Feb 10,

Re: [otrs] How to add a new field in email ticket form

Hi, All is done in SysConfig, first look for freetext and define freetext and freekeys, take note of the number you used (example freetext1) and then search in sysconfig for Frontend::Agent::Ticket::ViewEmailNew and enable the TicketFreeText (in this case 1), put 1 for optional and 2 for

Re: [otrs] Ticket Subject Rules

Hi, Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ? There you can find several examples on how to process tickets depending on its subject Leonardo Certuche On Wed, Feb 10, 2010 at 5:21 AM, Gazizov Andrey moonshi...@retn.net wrote: Good day. Is it possible in OTRS when

Re: [otrs] Followup notification

Hello, in our implementation (of v2.3.4) when we create the agents we also configure the attribute Follow up notification . Then, by Notifications [we do not have the option Notification (events) in v2.3.4] we configure the proper follow up notifications, i.e, pt_BR::Agent::FollowUp or

[otrs] Ticket Subject Rules

Hi Leonardo! Thanks a lot! I will read it ;-) Leonardo Certuche wrote: Hi, Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ? There you can find several examples on how to process tickets depending on its subject Leonardo Certuche On Wed, Feb 10, 2010 at 5:21 AM, Gazizov

[otrs] Display order for Owner Agents in ticket creation screen...?

Hi again. It looks like the Owner field is always populated thusly : UserLastname UserFirstName (UserLogin) Is there a .dtl file og something where I can change this to: UserFirstname UserLastname (UserLogin)? I have already done so with AgentDashboardUserOnline.dtl, but cannot locate this

[otrs] I have a problem with SLA, when i am changing the Times zone to UTC,

Hi Every One, I have a problem with SLA, when i am changing the Times zone to UTC, Can any once give me the solution for this. Normaly my Time zone Asia/Kollata. with this the SLA are working fine. according office hour only. when i am changing to UTC time zone, The SLA is taking

Re: [otrs] Fwd: Cron o...@lfp101126 $HOME/bin/PostMasterMailbox.pl /dev/null

Hi, On 10.02.2010, at 12:53, Martin Wong wrote: Hi all, I'm getting this error for some reason. Does anyone know what's happening? Begin forwarded message: 差出人: r...@xx (Cron Daemon) 日時: 2010年2月10日 22:50:02:GMT+11:00 宛先: r...@xx 件名: Cron o...@lfvscp10126

Re: [otrs] Different sender e-mail adres for different queques

Hi, On 10.02.2010, at 15:04, Aleksander Walesa wrote: We are facing problem with default config of OTRS – we are supporting different companies with our system. OTS is checking different e-mial accounts (in customer’s e-mail systems) and placing the tickets in proper queues. This is OK,

Re: [otrs] difference in phone and email tickets

Hi, On 10.02.2010, at 15:20, Marco Vannini wrote: mmmh, I've always found hard to explain that to my too... this because in phone you have a free from, so it could be a customer/internal/extemporaneal request too, in the other case you just have a queue selection as from. Phone-Ticket

Re: [otrs] Add elements to Dashboard in 2.4.6

Hi Karsten, actually, adding another instance of the Image or adding another feed is as simple as duplicating the configuration. If you're german, read this: http://www.jbothe.de/blog/?p=180 http://www.jbothe.de/blog/?p=195 and if you're not German: Configure one image in the dashboard via

Re: [otrs] difference in phone and email tickets

right! you convinced me. I'll rename that link to incoming and outgoing issue, it's better for my users ... Thank you. MV On Wed, Feb 10, 2010 at 7:26 PM, Nils Leideck - ITSM nils.leid...@leidex.net wrote: Hi, On 10.02.2010, at 15:20, Marco Vannini wrote: mmmh, I've always found hard to

Re: [otrs] difference in phone and email tickets

OMG... I've see that the caption is just clear enough (inboud and outbound)... On Wed, Feb 10, 2010 at 7:50 PM, Marco Vannini marco.vann...@gmail.comwrote: right! you convinced me. I'll rename that link to incoming and outgoing issue, it's better for my users ... Thank you. MV On Wed,

Re: [otrs] Stats - Number of calls / emails before closure

Hi Leo, Followed your advise and worked for me, below is the query I used in case anyone wanted to know (ran and exported using phpMyAdmin on the machine): SELECT ticket.tn as 'Ticket Number',article.a_subject,queue.name as

[otrs] no connection to syslog available

Hi Folks, I installed otrs on a Solaris 10 x86 zone with ActivePerl 5.10 solaris pkg. The installation went smoothly and I was able to set up mysql database through gui. At the end of the 4'th step, when I try to go to the link provided, I face with the following error: Software error: no

Re: [otrs] no connection to syslog available

Hi, Just shooting in the dark here: Syslog is not the only option to store OTRS logs, at the point you reached, I guess you already have a Config.pm file, have you checked it? mine looks like this and I'm using syslog, I guess if you don't have syslog enabled on your box, you could get rid of

Re: [otrs] no connection to syslog available

Hi Leonardo, I do have Config.pm files in the following locations: /opt/otrs/Kernel/Config.pm.dist /opt/otrs/Kernel/Config.pm /opt/otrs/Kernel/System/Config.pm /opt/otrs/Kernel/Modules/AdminSysConfig.pm I also have syslog enabled in the zone: r...@zotrs# svcs -a | grep system-log online

[otrs] ticket share transitive relationship

hi all, we've sucessfully setup ticket share, so user A may se B's tickets, and user B does C'es. how ever, we wonder if there is a way to let by transitive relationship to let A does C'es without telling A to C in an explicit way. TIA LD

[otrs] RebuildTicketIndex.pl error

Dear All, My OTRS 2.4.5 box is running on Centos 5.4 and now have a problem when I run RebuildTicketIndex.pl. The error message as following, would any one can help me ? [r...@otrs01 bin]# ./RebuildTicketIndex.pl ERROR: OTRS-RebuildTicketIndex-10 Perl: 5.8.8 OS: linux Time: Thu Feb 11

[otrs] Reports output unreadable

How do I change the font used for report output. The layout is impossible to read, is there a place in the system configurations I should be looking on what font, formatting, etc? -Sarah - OTRS mailing list: otrs - Webpage:

[otrs-de] Auto-Antwort-Mail ?

hi @all ... wenn ich via mail ein ticket im otrs aufmache, ist bei manchen antworten das from-feld der mail leer, nicht bei allen komischer weise es handelt sich immer um die gleiche queue, scheint irgendwie am absender zu liegen, was kann das ein oder wo kann ich ab besten einen debug-dump

[otrs-de] Problem bei Anmeldung über ActiveDirec tory

Hallo, ich versuche momentan die Anmeldung an OTRS über ActiveDirectory hinzubekommen. Aus dem Handbuch habe ich die entsprechenden Config.pm-Einträge rausgepickt, und ich kann mich an OTRS anmelden. Allerdings nur mit einem Benutzer, den es bereits in der OTRS-Datenbank gibt (bisher habe ich