Re: [otrs] OTRS system giving 500 internal server error

rvicesCell:- +919930333734Mailto: pradumna.maheshw...@tcs.com-Forwarded by Pradumna Maheshwari/MUM/TCS on 12/23/2010 05:36PM -To: otrs@otrs.org, otrs-boun...@otrs.orgFrom: Pradumna Maheshwari/MUM/TCSDate: 12/22/2010 07:43PMSubject: OTRS system giving 500 internal server error  Hello all  

[otrs] OTRS system giving 500 internal server error

TRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari =-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or pr

[otrs] OTRS system suddenly get down anytime

e for OTRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may cont

[otrs] OTRS system suddenly get down anytime

so tell me which module I should use for OTRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or a

[otrs] OTRS system suddenly get down anytime

ich module I should use for OTRS in IIS under 'Handler Mapping'- Cgimodule or ISAPIModule ? Currently I am using ISAPI. Thanks a lot for your response... Regards- Pradumna Maheshwari=-=-=Notice: The information contained in this e-mailmessage and/or attachmen

[otrs] Charset for Polish letters

siê' and  'Berczyński' becomes 'Berczyñski' What to do ..?Thanks and Regards- Pradumna Maheshwari=-=-=Notice: The information contained in this e-mailmessage and/or attachments to it may contain confidential or privileged information. If you are not th

[otrs] Add a field to phone ticket

Hello all, I want to add a text field in phone ticket as sometimes Agent need to answer the ticket while creating it in 'Closed' state. How to do ? I hav tried using "Ticket::Frontend::AgentTicketPhone###ArticleFreeText:", but its showing 2 small text fields. Thanks i

[otrs] Send ticket's subject in the Survey mail

Hello All... I need to sent subject of the ticket in the Survey mail (either in subject line or inside body),so that customer are aware of the ticket of which that need to give feedback. I tried '' and '' but none is capturing the subject. Please reply... Thanks a lot..

[otrs] Software error problem

x27;s webmaster, giving this error message and the time and date of the error.  Ticket is creating but notifications are not going. Please tell me what can be done. Thanks a lotPradumna Maheshwari=-=-=Notice: The information contained in this e-mailmessage and/or attachments

[otrs] Cronjob not running automatically

Hello all... In my OTRS system, Cronjob are not running automatically. For example - After running 'PendingJob.pl', I get below error and I don't get pending reminder. ERROR: OTRS-PendingJobs-10 Perl: 5.10.1 OS: MSWin32 Time: Tue Oct 26 18:26:40 2010 Message: First bind failed! 80090308: LdapErr: D

[otrs] On running Cron4Win32.pl, extra text is coming in crontab.txt file

Hello, I have a Window based OTRS. On running Cron4Win32.pl manually, my Crontab.txt file get updated with lots of extra characters.  MAILTO="r...@localhost"MAILTO="r...@localhost"L  
 À  F‹     ?j ÜÄwÊ
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 PàOÐ ê:i¢Ø +00 /C:\   

Re: [otrs] Link to reopen a ticket

Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are

Re: [otrs] Link to reopen a ticket

Thanks Nils, But where to check whether Customer have permission to Queue ? How to give permission ? Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are

[otrs] Link to reopen a ticket

Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : :///customer.pl?Action=CustomerTicketZoom&TicketID= but not working. It is giving error : "Message: No Permission! " What to do..? Thanks... Pradumna Maheshwari =-=---

[otrs] Reopen Phone ticket

Hello, How can Customer re-open the ticket that is raised by Agent on his behalf (i.e. Phone ticket) ? thanks. Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information

[otrs] Re-open Phone ticket

Hello, How can Customer re-open the ticket that is raised by Agent on his behalf (i.e. Phone ticket) ? As this ticket is not listed in the Customer ticket list, how to proceed ? thanks. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com

[otrs] Link to reopen a ticket

Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : :///customer.pl?Action=CustomerTicketZoom&TicketID= but not working. It is giving error : "Message: No Permission! " What to do..? Thanks... Pradumna Maheshwari =-=---

[otrs] Refresh '7 days Stat' on dashboard

Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? I have made changes in Frontend::Agent::Dashboard::DashboardBackend###0250-TicketStats making CacheTTL = 5, but not working. Thanks.. Pradumna

Re: [otrs] Error on running PendingJob.pl

lled in Windows. And we have disabled SLA and escalation feature. Thanks again. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Servic

[otrs] Error on running PendingJob.pl

rs.org/ ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'pending' in Kernel/Config.pm! Kindly tell

[otrs] Dynamic Objects of Stats

Hello, What is function of Dynamic Objects 'ITSMTicketFirstLevelSolutionRate' ? What tickets are considered as First level Solved ? thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://w

[otrs] Ticket closed with first customer contact

Hello, Can you please tell me, what do we mean by closing ticket with first customer contact ? How it is related to Articles of the ticket ? Is it possible to generate its report in 'Stats' ? How ? Thanks... Pradumna Maheshwari =-=-= Notice: The information co

[otrs] What is First Contact Resolution Rate in OTRS ?

Hello, What is First Contact Resolution Rate in OTRS ? How to calculate it ? Thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the

[otrs] Postmaster filters ordering

...? What should be the RegExp for the filter , if I want to ignore the email containing "Help us with your feedback!" anywhere in the Subject line ? Thanks a lot in advance Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Web

[otrs] Pending notification if SLA and escalation is disabled

, 'rebuild_ticket_index', 'session', 'unlock'. And only three of them are without ".DIST" extension i.e. 'aaa_base', 'postmaster', 'postmaster_mailbox'. Is this a problem? Kindly respond me, thanks... Pradumna Maheshwari

[otrs] Postmaster filters ordering

...? What should be the RegExp for the filter , if I want to ignore the email containing "Help us with your feedback!" anywhere in the Subject line ? Thanks a lot in advance Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Web

[otrs] Pending notification if SLA and escalation is diabled

, 'rebuild_ticket_index', 'session', 'unlock'. And only three of them are without ".DIST" extension i.e. 'aaa_base', 'postmaster', 'postmaster_mailbox'. Is this a problem? Kindly respond me, thanks... Pradumna Maheshwari

[otrs] Same subject line in Zoom ticket

uot;, "$GetParam{"Subject"} ", "$QData{"Subject"}"but none is working. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com _

[otrs] Diff between PendingDate and Due date?

Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari =-=-= Notice: The information contained in this e-mail message and/or attachments to it may c

[otrs] Survey body should come in HTML

Hello, The Notification body of Survey is coming in Plain text instead of HTML, How to convert it into HTML..? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com

[otrs] Same ticket subject in all

Kindy tell me, how to get capture original ticket's Subject in all the external notes from Zoom ticket. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tc

[otrs] Regular Expression for Filter

uot; option, I am setting Header 1 as 'X-OTRS-Ignore' and Value as 'yes'...is it fine..? thanks Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com

[otrs] Email text format

Hello All... Kindly tell me, how to make various email responses in one format (plain text or html) ? As because now, sometimes its comes as Plain Text and sometime in HTML... Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com

[otrs] Add Service field

Hello all.. I would like to add, " Service " field in 'Note' link of Zoom ticket. What I need to add in 'AgentTicketNote.dtl ? Do I need to update both '.dtl' and '.PM' files..? Thanks... Pradumna Maheshwari =-=-= Notice: The

[otrs] Ticket Pending Reminder

Is there any relation between Escalation of ticket and SLA with the Pending Reminder. As we have made all escalations zero and also no SLA is there, is this a reason for Agent are not getting reminders..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto

[otrs] Difference in CustomerGroupAlwaysGroups and CustomerGroupSupport

Hello , Can anyone tell me the exact difference between these two..? What should be use when..? What to do for this example: Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. Thanks a lot. Pradumna Maheshwari Tata Consultancy

[otrs] Show levelwise Services in Agent Interface

is appreciated... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions

[otrs] Different Queue for different Customer

Hello all... How to display different queues to different Customer ? Example : Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. How to do..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto

[otrs] How to show filtered levelwise Services in Agent Interface

is appreciated... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions

[otrs] torsten.t...@cape-it.de

Hello All, Can you please tell me, how to add various details of users from Active Directory to OTRS system..? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com

[otrs] Queue get disappear after changing its name

Hello All, My problem is, When I am changing queue name from 'Queue' of Admin module. After this the updated queue get disappear from Customer Interface. What to do..? Thanks in advance.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw.

[otrs] What is First Contact Resolution Rate in OTRS

Hello all.. Can anyone explain me what do is the meaning of 'First Contact Resolution Rate' in OTRS ? How to calculate it..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://w

[otrs] Notification is not sending to Agent when ticket reaches its pending time

'bg::Agent::Pending Reminder' as on selecting it and on clicking 'Change' , in 'Type' field only 'bg::' is coming. What to do? Thanks in advance... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradu

[otrs] Problem in setting 'CustomerGroupSupport' to No

it. Any help is appreciated. Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions

[otrs] Refresh '7 days Stat'

Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? Thanks- Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://w

[otrs] Need to refresh Stats graph in every 5min, what to do?

Hello I want that 7 Day Stats graph should be auto refresh in 5 mins, where should make the changes? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com =-=-= Notice: The information

[otrs] Can someone explain, how First Contact Resolution Rate is calculated..?

Hello How First Contact Resolution Rate is calculated..? Is it means all tickets created and closed at the same day or ticket created and closed by one particular queue? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website

Re: [otrs] Agent user's manual

Hello Michiel, Is there any updates on Agent manual? Is it present somewhere? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT

[otrs] On modifying Queue name, it get disappear from Customer Interface while raising new ticket

p;SysConfigSubGroup=Frontend::Customer::Ticket::ViewNew&SysConfigGroup=Ticket but its not working... What to do?? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com ___

Re: [otrs] 7 days Stat problem while saving

No Nils, it doesnt work afterward also, as the error remains. The thing is, this error is showing in IE only not in Mozilla. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com

[otrs] 7 days Stat problem while saving

be Flash Player Download Center" Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services

[otrs] browser compatibility problem of missing image

there is no image at all. Can someone give any suggestion? I know its browser compatibility problem, but then Development link is opening fine and not Prod link...? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http

Re: [otrs] otrs Digest, Vol 22, Issue 37

e queue name, in Customer interface I can see the updated name if any ticket has been previously raised on that queue. There updated queue name use to come. But while raising new ticket, the modified queue get disappear. Where I need to modify queue name more? Pradumna Maheshwari Tata Consulta

[otrs] Modifying Queue name, not reflecting

Hello All, I am facing a problem that after modifying the queue name from 'Queue' link, that queue get disappear from Customer interface while raising new ticket. what to do? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw.