Re: [otrs] Instalation on Oracle 11G

figuration >>> file in /etc/httpd/conf.d and/or in OTRS's /opt/otrs/Kernel/Config.pm ? >>> -- >>> Mike >>> >>> >>> On Fri, May 23, 2014 at 2:10 AM, Carlos Andrés Gallego Arboleda < >>> carlos.gall...@itconsultores.com.co> wrote: &g

[otrs] Instalation on Oracle 11G

Hello. I had several problems whit the OTRS 3.3.7 Installation under RHEL6 and Oracle11 I have already installed the clients for the conection. oracle-instantclient11.2-basic-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-sqlplus-11.2.0.4.0-1.x86_64 oracle-instantclient11.2-devel-11.2.0.4.0-1.x86_

Re: [otrs] Customer list problem

Hello. Some Admin to block the user Nicolás Fernández nicolas.iva...@gmail.com in the list??? Regards 2014-01-29 Nicolás Fernández > LAS NALGAS > > > 2014-01-29 BIRO Zoltan > >> Dear All, >> >> >> >> I have 1000+ customers and 30+ CustomerId in our OTRS 3.2.x system. I'm >> using LDAP custo

Re: [otrs] New install help

You can try to set this password directly on the database, set the pw field for the user root@localhost whit this value roK20XGbWEsSM The pass is root. Regards. Carlos. 2013/12/3 Tennant, Jacob > I just completed a manually install of OTRS 3.3.2-01 on a fresh install > and on the last page i

Re: [otrs] Strange messages in logs after upgrade 2.4 -> 3.1

Hi, do you check if the files exists on the path??? If no exists you can download the tar.gz and put the files on the right path. Carlos. 2013/8/8 Patrick Banholzer > Hi everyone, > > we upgraded our system a few weeks ago from Debian Squeeze (OTRS 2.4.9) to > Debian Wheezy (OTRS 3.1.7). Sinc

Re: [otrs] Diable edit close tickets

Hi, you can create a ACL to restrict the access on the front end for the options (Note, Pending, Responsible, etc) 2013/4/15 Gerald Young > In general, no. But the ticket could be moved to a read-only queue. > > > On Mon, Apr 15, 2013 at 3:33 PM, Gustavo Azambuja wrote: > >> Hi, its possivle

[otrs] Help: HostBased Skins

Hello guys, I am using OTRS 3.2.2 on Ubuntu 12.04 Server running on Apache 2. I need to configure OTRS to show one skin depending of the url visited by the client example : If the customer go to soporte.dominio.com/otrs/customer.pl shows soporte skin If the customer go to mesadeservicios.dominio

Re: [otrs] Dynamic field

Hi Kurt, Do you create an article or ticket dynamic field?? If you create a article, the agent can't update the value, But if you create a ticket dynamic field, you can edit. Both you can enable from sysconfig FrontEnd Agent Ticket View Note form. on the Dynamic Field add the key of the field c

Re: [otrs] UI Interface with OTRS

Hi Kaushal If you want to send a email, you can use a respose forms. You can activate on the admin area. 2013/2/19 Kaushal Shriyan > Hi > > Is there an UI application for call center which integrates with OTRS > application meaning the agents can respond to the customer queries similar > to

Re: [otrs] Why don?t work for me ACL with Dynamic Fields

Hi Do you use other ACL on this form?? Try to change the name of the ACL > $Self->{TicketAcl}->{'-250-ACL-CATEGORIA'} = { $Self->{TicketAcl}->{'PUNTO DE PERSONALIZACION SUMINISTRO ELECTRICO'} = { Properties => { Frontend => { Action => ['AgentTicketClose'], }, Tic

Re: [otrs] ACL Queues Depending on Type

Hi Alvaro, You can try whit this line. Name => ['[RegExp]^1-Mesa'], Carlos Gallego 2012/11/1 Alvaro Cordero > Hello Folks, > > I am using OTRS 3.0 and I am trying creating an ACL to define possible > queues depending on the type selection. > > I have the following code

Re: [otrs] ModPerl

Hi Jober, You can check the postfix or sendmail configuration, also check the MX validation, maybe the server can't resolve the domain of the mail address quickly. Carlos. 2012/11/1 Jober Mijares > Hello people, > > I've a serious problem, when I try to reply a ticket, OTRS takes long > time

Re: [otrs] Survey module permission

Hi Ibsen, what version of OTRS are you using. In the version 2.4.* is a bug but in the 3.0 and 3.1 you can use a sysconfig configuration, for every option you can use an ACL based on user group permissions. Carlos. 2012/10/31 Ibsen Vila > Hi, > > Does anyone know how to enable de survey module

[otrs] ACL DynamicField Checkbox

Hi, I try to use an ACL to allow the agent can check or uncheck one DynamicField of class checkbox (dinamico) only if the user (Agent) has permission on a group (dinamico), I try whit this, Anyone can help me whit this. $Self->{TicketAcl}->{'ACL-Name-Test'} = { User => { Group_ro => [ 'dinami

[otrs] Disable FullTextSearch

Hi, Anyone has idea how to disable the Agent FullText Search Option? I have try to disable from the DTL but don't works. on the customer interface the dtl works fine. Regards Carlos. - OTRS mailing list: otrs - Webpage: http://o

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

etSearch][417] Need valid > SortBy (TicketFreeKey7)! > [Mon Oct 1 15:52:41 > 2012][Error][Kernel::System::TicketSearch::TicketSearch][417] Need valid > SortBy (TicketFreeKey7)! > > Should you need another info for this issue? I need, if possible, your > help to solve this before to touch

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

Hi Israel, You can use the scripts /opt/otrs/script/otrs.RebuildTicketIndex.pl 2012/10/1 Israel Garcia > Hi Carlos, > > I made a mistake when I said 3.0,16 I meant 3.1.16. Do you think I should > reinstall all ITSM* from the Package manager TAB? > > Really don't know which I made wrong on th

Re: [otrs] can´t see history ticket

HI If you database is on MySQL you can log as root and excecute this command mysqlcheck --repair -u USER otrs -p Use your password and wait. 2012/9/25 DM_Julio Angulo > hi guys, checking the log I find this message: > > ** ** > > ** ** > > [Tue Sep 25 13:05:01 > 2012][Error][Kernel::Syste

Re: [otrs] DynamicFieldValueObject using SOAP

Hi Bernard, I'm try to use someting similar but does not work. You can explain me how to make this works. my $TicketID = $RPC->Dispatch('user', 'password', 'DynamicFieldValueObject', 'ValueSet', FieldID => 16, #My dynamic Field to modified has this id

Re: [otrs] State for survey

ket state not equal to CERRADO ADMINISTRATIVO, and vice > versa. (Matches first "TRUE") > > What to do? > > I believe you want to say > return 1 if A AND(&&) B, which says, "State isn't CERRADO AND State isn't > CERRADO ADMINISTRATIVO" (

[otrs] State for survey

Hi Everyone, before we have configurate the survey to send only on one specific state, update this file /opt/otrs/Kernel/System/Ticket/Event/SurveySendRequest.pm return 1 if $Ticket{State} ne 'CERRADO'; And workś good, but, now we need to use 2 states to send the survey. like this. retur

Re: [otrs] Can't edit customer

Hi Lars, What type of backend are you using for the customers?. Carlos. 2012/7/5 Mike Eduard > Hi Lars, > > > On 7/5/12 14:55 , Lars Jørgensen wrote: > >> Normally when I edit a customer, I get this: >> >> normal customer >> >> But with some customers, I get this: >> >> problem customer >> >>

Re: [otrs] Need Customer ID

Hi, check this line and uncomment #[ 'UserCustomerID', 'CustomerID', 'mail',0, 1, 'var', '', 0 ], Regards. 2012/6/13 Thunyiwe Mohaule > Hi all > > Not sure if this is the right forum. > > I have managed to install otrs 2.4.9+dfsg1-3+squeeze1 on a stable distro > of de

Re: [otrs] Bulk Customer Data upload in to OTRS Postgres DB

Hi, This package works for mysql DB, I never use on pgSQL you can try * http://opar.perl-services.de/bin/index.cgi/package/C/CA/CAPEIT/CustomerUserImportExport * Regards. Carlos Gallego 2012/6/11 sm pm > Hi ALL, > > I would like to upload more than 500 customer data in to postgres db of > O

Re: [otrs] strange problem in fetching email

Hi, I have the same issue, My problem are the permisions of the /opt/otrs/var/article/20** folders. when I see the /var/mail/root I can see the cron has no permissions to write the attachement files. Another way to solve the problem is to modify the cron, and force it to always run. **/5 * * *

Re: [otrs] strange problem in fetching email

Hi Luca, try to excecute manually the file, and see the syslog of OTRS. I have the same problem, and are a permissions trouble. Regards. Carlos Gallego ITConsultores Medellin-Colombia 2012/4/10 Luca Domenella > Hi all, > > ** ** > > i dont know why, but the emails are fetched every hour

Re: [otrs] Detailed Config Items reports

I'm using the Import/export module, to generate the report of the CI on the system. Only need to set tow templates for each CI Class. one for import has only the info for the charge, and the export includes the header and the ID of the CI. Redgards. 2012/2/2 Alan Murrell > Hello. > > I am tri

Re: [otrs] ACLs

Hi wagner, On the first point try this ACL $Self->{TicketAcl}->{'ACL-problemstateclose'} = { Properties => { Frontend => { Action => ['AgentTicketClose'], }, Type => { Name => ['Problem'], }, }, Possible => { Ticket => {

Re: [otrs] Lock/Unlock vs Locked/Unlocked

Did you try change the es_Custom.pm that's work's for me El nov 9, 2011 7:10 a.m., "Juan Manuel Clavero Almirón" < juanm.clav...@ibsalut.es> escribió: > Hi, > thanks for your reply > > the problem is that, in my Language, there is a big difference between the > translation of 'lock' and the trans

Re: [otrs] Translate Out of office

of office till > $TillDate/$Till d ***"; > > (about line 276 in 3.x) > > On Wed, Nov 2, 2011 at 10:45 AM, Carlos Andrés Gallego Arboleda < > carlos.gall...@itconsultores.com.co> wrote: > >> Hi, >> >> I have a issue wen try to translate the >

Re: [otrs] Customers creates by postmaster not seen in AdminCustomerUser

Hi Thomas, When the tickets are created by e-mail OTRS allow everyone mails and create a tickets, don't validate if the customer exists on customers Admin or not. The only way to edit the preferences is to add the customer information on Admin>>Customer Users. 2011/11/2 Thomas Bouffon > Hi, >

[otrs] Translate Out of office

Hi, I have a issue wen try to translate the 'out of office till' => 'Fuera de la oficina hasta', I have modify the Language/es.pm just next of 'Undo' => 'Deshacer', 'Redo' => 'Rehacer', But the translation does't work on the front end. Any Ideas? --

Re: [otrs] Android App

Excellent Pavel, I have All ready installed this app. 2011/10/24 Pavel Titov > Hello, > > I have noticed a number of requests for an OTRS Android app in the > list and decided to develop one, please check it out: > https://market.android.com/details?id=com.ptitov.megaticket > > It's still in

Re: [otrs] ACL Ticket Type-Service

why would you do this? > > On 06.10.2011, at 23:02, Carlos Andrés Gallego Arboleda wrote: > > PossibleNot => { > > # possible ticket options > > Ticket => { > > Service => ['[RegExp]^Incidentes::',], #Clear

Re: [otrs] ACL Ticket Type-Service

t; }, > }, > Possible => { > Ticket => { > Service => ['[RegExp]^Requerimientos::'], > }, > }, > }; > > Please keep in mind that ACLs don’t sum up. You have to define and match > each possibl

[otrs] ACL Ticket Type-Service

Hello I have try to make an ACL, to restrict the use of the services depending of the ticket type. Like this $Self->{TicketAcl}->{'ACL-tipos'} = { Properties => { Ticket=>{ Type => ['Requerimientos'], }, }, PossibleNot => { # possible ticket options

Re: [otrs] Problem while upgrading from 3.0.4 to 3.0.10

Hi Aleksey I have the same problem, I try to excec the same command but not work My OS Ubuntu I have update from 2.4.7 to 3.0.10 This is the command. root@gallego-laptop:/opt/otrs# bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=www-data --web-user=www-data --web-group=www-data /opt/ot

[otrs] Survey not update modify user

Hi everyone. I have a question, in my company, somebody modify the survey frequently. The time of update always refresh on survey description, but the username was modify not, this value always are root@localhost. I've try modify from a lot of users whit the same issue. Any Idea??? Regards Ca

Re: [otrs] DATA Corruption

if you dont stop the mysql during the data copy, maybe the DB is corrupted. use this command. mysqlcheck --repair -p otrs Regards. 2011/8/19 Mik Rose > Happy Friday people! > > I was wondering if anyone had any suggestions on how to resolve this > issue... I am moving otrs to another server

Re: [otrs] Free Text type

Yes, if you want onli a text area, don't check and no fill any TicketFreeText value. on * * http://server/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core%3A%3ATicketFreeText&SysConfigGroup=Ticket

Re: [otrs] How to delete "a lot" of tickets on DB-side?

Hi, Try to use Admin >> Generic Agent You can select the tickets of a specific condition, on this case are a queue, and the end of the page is the option to delete the tickets. Regards. 2011/8/1 Alexander Rothenberg > ** > > Hi, > > we use OTRS 2.3.4 and mysql 5 as its database. > > Due to a

[otrs] Send Survey to specific Ticket State

Hi Team, Actually we have the tickets configured for all the agents close the tickets in the ticket state "Solved" and if the client don't feedback any comments after 2 days the tickets change to state "Closed" Both are a Closed StateType and both are sending a survey to our clientes, You can he

Re: [otrs] OTRS DB MyISAM vs InnoDB

Hi Michiel, Thanks for your words. After reading them, we'll stick to MyISAM and increase memory Regards. Carlos Gallego 2011/6/17 Michiel Beijen > Hi Carlos, > > On Fri, Jun 17, 2011 at 16:48, Carlos Andrés Gallego Arboleda > wrote: > > We have a DB more

[otrs] OTRS DB MyISAM vs InnoDB

Hi everyone. Any comments about the administration of de DB on MySQL whit MyISAM or InnoDB. which of these are the best option? We have a DB more big than 4.1 GB and the application turn more slow. Our OS is OpenSuse 11.3 - OTRS

Re: [otrs] Software error

Hi, I think you have a sintax error, plase try if you have a Ubuntu OS for otrs 2.4.* bin/SetPermissions.pl --otrs-user=otrs --otrs-group=otrs --web-user=www-data --web-group=www-data /opt/otrs for otrs 3.* bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs --web-user=www-data --web

Re: [otrs] ticket creation slow.

Please try to rebuild the Index in the DataBase OTRS provides this file to do this. /opt/otrs/bin/RebuildTicketIndex.pl 2011/3/18 Steve Clark > On 03/18/2011 06:42 AM, Marco Vannini wrote: > > I don't know if this is the case but when I have DNS problems, otrs take a > lot of time to do some

[otrs] Notification on change update

Hi We're using ITSMChangeManagement 2.1.1 and we'd like to tweak some notifications. We're particularly interested on sending notifications during the following actions: Update ChangeManager Update ChangeStatus (or ChangeState) Update Start Time and End Time of a Change Update ChangeBuilder But