Re: [otrs] Upgrade
Hi Laszlo, Over the web interface you just upgrade the ITSM part. OTRS HelpDesk is your original version yet. That's the reason why you get a Product news notification. Anyway this OTRS HD 5.0.10 product news pointing to the broken link...not available yet... Cheers! Zoltan . Zoltán Biró Senior System Engineer T : +36 1 700 82 99 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Tornoci Laszlo Sent: Tuesday, April 19, 2016 1:15 PM To: User questions and discussions about OTRS. Subject: [otrs] Upgrade Hi, I installed a 5.0.4 system a few weeks ago. If I logged in to the web interface as admin, I got a number of warnings about the new versions (5.0.5 to 5.0.10). So today I upgraded the system to 5.0.10 (skipping 5.0.5-5.0.9) using the web interface. Everything went fine, but since then I still get warnings about the availability of versions 5.0.5-5.0.9. Why am I getting that if my system is 5.0.10? Is it a problem that I skipped the intervening versions? If yes, what should I do now? Or should I just disregard the warnings? Yours: Laszlo - 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 smime.p7s Description: S/MIME cryptographic signature - 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] 5.0.9 upgrade issue
Hi Udo, Thanks for your reply...let me try and inform you! Cheers! Zoltan . Zoltán Biró Senior System Engineer T : +36 1 700 82 99 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Udo Bretz Sent: Wednesday, April 6, 2016 1:00 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] 5.0.9 upgrade issue Hello Zoltan, please do NOT unisntall your packages, as you suspected this will result in a loss of data! There is currently a bug in ITSM 5.0.9 which is caused by a file which has moved from one package to another. A bug report will follow soon. Please try the following workaround: 1. Download all the individual ITSM packages (version 5.0.9) from the FTP-Server: ftp://ftp.otrs.org/pub/otrs/itsm/packages5/ 2. Install the ITSMChangeManagement package BEFORE you install the ITSMCore package. This will only work if you use the command line and use the --force parameter. bin/otrs.Console.pl Admin::Package::Install --force http://ftp.otrs.org/pub/otrs/itsm/packages5/:ITSMChangeManagement-5.0.9.opm 3. Now install ITSMCore 5.0.9 (without force). 4. Install all other missing packages (without force) 5. Everything should be fine. Please let me know if this works for you. Best regards, Udo On 06.04.16 10:52, BIRO Zoltan wrote: > Dear All, > > > > I tried to update our OTRS system from 5.0.7 to 5.0.9. > > Helpdesk upgrade looks fine. When I upgrade the ITSM bundle package > its started up and finished the upgrade process and shows the > following in package manager: > > FAQ 5.0.2 OTRS AG The FAQ/knowledge base. installed Uninstall Reinstall > > GeneralCatalog *5.0.9*OTRS AG The General Catalog package. installed > Uninstall > > ImportExport *5.0.9*OTRS AG The ImportExport package. installed Uninstall > > ITSM *5.0.9*OTRS AG The OTRS::ITSM bundle package. installed Uninstall > > ITSMChangeManagement _5.0.7 _OTRS AG The OTRS::ITSM Change Management > package. installed Uninstall Reinstall > > ITSMConfigurationManagement _5.0.7_ OTRS AG The OTRS::ITSM > Configuration Management package. installed Uninstall Reinstall > > ITSMCore _5.0.7_ OTRS AG The OTRS::ITSM Core package. installed > Uninstall Reinstall > > ITSMIncidentProblemManagement _5.0.7_ OTRS AG The OTRS::ITSM Incident > and Problem Management package. installed Uninstall Reinstall > > ITSMServiceLevelManagement _5.0.7_ OTRS AG The OTRS::ITSM Service > Level Management package. installed Uninstall Reinstall > > SystemMonitoring 5.0.1 OTRS AG Basic mail interface to System > Monitoring Suites. Al... installed Uninstall Reinstall > > > > Is there any reason why is it shows the 5.0.7 versions for ITSM > packages? And all of these packages are red in Package Manager and no > upgrade option to 5.0.9 > > > > Anyway, I tried the version 4.0.14 to 5.0.9 and the result is almost > the same. GeneralCatalog,ImportExport and ITSM bundle 5.0.9 and the > rests are 4.0.14. > > > > If I uninstall all the 5.0.7 packages and install the 5.0.9 is it > causes any kind of lost of data? > > > > Cheers! > > Zoltan > > > > > > - > 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 smime.p7s Description: S/MIME cryptographic signature - 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] 5.0.9 upgrade issue
Dear All, I tried to update our OTRS system from 5.0.7 to 5.0.9. Helpdesk upgrade looks fine. When I upgrade the ITSM bundle package it's started up and finished the upgrade process and shows the following in package manager: FAQ 5.0.2 OTRS AG The FAQ/knowledge base. installed Uninstall Reinstall GeneralCatalog 5.0.9 OTRS AG The General Catalog package. installed Uninstall ImportExport 5.0.9 OTRS AG The ImportExport package. installed Uninstall ITSM 5.0.9 OTRS AG The OTRS::ITSM bundle package. installed Uninstall ITSMChangeManagement 5.0.7 OTRS AG The OTRS::ITSM Change Management package. installed Uninstall Reinstall ITSMConfigurationManagement 5.0.7 OTRS AG The OTRS::ITSM Configuration Management package. installed Uninstall Reinstall ITSMCore 5.0.7 OTRS AG The OTRS::ITSM Core package. installed Uninstall Reinstall ITSMIncidentProblemManagement 5.0.7 OTRS AG The OTRS::ITSM Incident and Problem Management package. installed Uninstall Reinstall ITSMServiceLevelManagement 5.0.7 OTRS AG The OTRS::ITSM Service Level Management package. installed Uninstall Reinstall SystemMonitoring 5.0.1 OTRS AG Basic mail interface to System Monitoring Suites. Al... installed Uninstall Reinstall Is there any reason why is it shows the 5.0.7 versions for ITSM packages? And all of these packages are red in Package Manager and no upgrade option to 5.0.9. Anyway, I tried the version 4.0.14 to 5.0.9 and the result is almost the same. GeneralCatalog,ImportExport and ITSM bundle 5.0.9 and the rests are 4.0.14. If I uninstall all the 5.0.7 packages and install the 5.0.9 is it causes any kind of lost of data? Cheers! Zoltan smime.p7s Description: S/MIME cryptographic signature - 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] ACL question
And working now! Many thanks! From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of BIRO Zoltan Sent: Monday, February 17, 2014 4:02 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question I found it... From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org] On Behalf Of BIRO Zoltan Sent: Monday, February 17, 2014 4:00 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question How change my current services to default? From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Monday, February 17, 2014 3:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question It means the service is either not default or not assigned. On Mon, Feb 17, 2014 at 9:42 AM, BIRO Zoltan mailto:zoltan.b...@amaris.com>> wrote: Hello Gerald, Thanks for your reply! This ACL created with ACL Editor in version 3.3.4. Create new ticket > choose a Customer which is under the AMACN > it don't shows any services... Cheers, Zoltan From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of Gerald Young Sent: Monday, February 17, 2014 2:33 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question ACL's are supposed to be added directly to Config.pm according to documentation. Services are attached to customers, so won't show until a customer is chosen. On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan mailto:zoltan.b...@amaris.com>> wrote: Hello, Any idea for this issue? Thanks! Zoltan From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of BIRO Zoltan Sent: Friday, February 14, 2014 2:08 PM To: otrs@otrs.org<mailto:otrs@otrs.org> Subject: [otrs] ACL question Hi All, I'm playing with ACL for service assignment. If I configured to set priority 5 for this CustomeID it's working, when I open a new ticket the priority setting up to priority 5 automatically. My problem is when I configure the Service it's doesn't shows anything in the new ticket service field. What did I wrong? OTRS version 3.3.4 and my ZZZACL.pm: # OTRS config file (automatically generated) # VERSION:1.1 package Kernel::Config::Files::ZZZACL; use strict; use warnings; use utf8; sub Load { my ($File, $Self) = @_; # Created: 2014-02-14 13:21:50 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) # Changed: 2014-02-14 13:46:23 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) $Self->{TicketAcl}->{"Service CustomerID"} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'GENERIC::TEST' ] } }, 'PossibleNot' => {}, 'Properties' => { 'CustomerUser' => { 'UserCustomerID' => [ 'AMACN' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Thanks! Zoltan - 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] ACL question
I found it... [cid:image001.png@01CD9FFB.9C1BFCE0] . Zoltán Biró Senior System Engineer T : +36 1 700 82 99 [cid:image005.png@01CD9FFD.15FD3370] From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of BIRO Zoltan Sent: Monday, February 17, 2014 4:00 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question How change my current services to default? From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Monday, February 17, 2014 3:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question It means the service is either not default or not assigned. On Mon, Feb 17, 2014 at 9:42 AM, BIRO Zoltan mailto:zoltan.b...@amaris.com>> wrote: Hello Gerald, Thanks for your reply! This ACL created with ACL Editor in version 3.3.4. Create new ticket > choose a Customer which is under the AMACN > it don't shows any services... Cheers, Zoltan From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of Gerald Young Sent: Monday, February 17, 2014 2:33 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question ACL's are supposed to be added directly to Config.pm according to documentation. Services are attached to customers, so won't show until a customer is chosen. On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan mailto:zoltan.b...@amaris.com>> wrote: Hello, Any idea for this issue? Thanks! Zoltan From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of BIRO Zoltan Sent: Friday, February 14, 2014 2:08 PM To: otrs@otrs.org<mailto:otrs@otrs.org> Subject: [otrs] ACL question Hi All, I'm playing with ACL for service assignment. If I configured to set priority 5 for this CustomeID it's working, when I open a new ticket the priority setting up to priority 5 automatically. My problem is when I configure the Service it's doesn't shows anything in the new ticket service field. What did I wrong? OTRS version 3.3.4 and my ZZZACL.pm: # OTRS config file (automatically generated) # VERSION:1.1 package Kernel::Config::Files::ZZZACL; use strict; use warnings; use utf8; sub Load { my ($File, $Self) = @_; # Created: 2014-02-14 13:21:50 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) # Changed: 2014-02-14 13:46:23 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) $Self->{TicketAcl}->{"Service CustomerID"} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'GENERIC::TEST' ] } }, 'PossibleNot' => {}, 'Properties' => { 'CustomerUser' => { 'UserCustomerID' => [ 'AMACN' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Thanks! Zoltan - 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] ACL question
How change my current services to default? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Monday, February 17, 2014 3:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question It means the service is either not default or not assigned. On Mon, Feb 17, 2014 at 9:42 AM, BIRO Zoltan mailto:zoltan.b...@amaris.com>> wrote: Hello Gerald, Thanks for your reply! This ACL created with ACL Editor in version 3.3.4. Create new ticket > choose a Customer which is under the AMACN > it don't shows any services... Cheers, Zoltan From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of Gerald Young Sent: Monday, February 17, 2014 2:33 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question ACL's are supposed to be added directly to Config.pm according to documentation. Services are attached to customers, so won't show until a customer is chosen. On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan mailto:zoltan.b...@amaris.com>> wrote: Hello, Any idea for this issue? Thanks! Zoltan From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of BIRO Zoltan Sent: Friday, February 14, 2014 2:08 PM To: otrs@otrs.org<mailto:otrs@otrs.org> Subject: [otrs] ACL question Hi All, I'm playing with ACL for service assignment. If I configured to set priority 5 for this CustomeID it's working, when I open a new ticket the priority setting up to priority 5 automatically. My problem is when I configure the Service it's doesn't shows anything in the new ticket service field. What did I wrong? OTRS version 3.3.4 and my ZZZACL.pm: # OTRS config file (automatically generated) # VERSION:1.1 package Kernel::Config::Files::ZZZACL; use strict; use warnings; use utf8; sub Load { my ($File, $Self) = @_; # Created: 2014-02-14 13:21:50 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) # Changed: 2014-02-14 13:46:23 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) $Self->{TicketAcl}->{"Service CustomerID"} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'GENERIC::TEST' ] } }, 'PossibleNot' => {}, 'Properties' => { 'CustomerUser' => { 'UserCustomerID' => [ 'AMACN' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Thanks! Zoltan - 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] ACL question
Hello Gerald, Thanks for your reply! This ACL created with ACL Editor in version 3.3.4. Create new ticket > choose a Customer which is under the AMACN > it don't shows any services... Cheers, Zoltan From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Monday, February 17, 2014 2:33 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ACL question ACL's are supposed to be added directly to Config.pm according to documentation. Services are attached to customers, so won't show until a customer is chosen. On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan mailto:zoltan.b...@amaris.com>> wrote: Hello, Any idea for this issue? Thanks! Zoltan From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of BIRO Zoltan Sent: Friday, February 14, 2014 2:08 PM To: otrs@otrs.org<mailto:otrs@otrs.org> Subject: [otrs] ACL question Hi All, I'm playing with ACL for service assignment. If I configured to set priority 5 for this CustomeID it's working, when I open a new ticket the priority setting up to priority 5 automatically. My problem is when I configure the Service it's doesn't shows anything in the new ticket service field. What did I wrong? OTRS version 3.3.4 and my ZZZACL.pm: # OTRS config file (automatically generated) # VERSION:1.1 package Kernel::Config::Files::ZZZACL; use strict; use warnings; use utf8; sub Load { my ($File, $Self) = @_; # Created: 2014-02-14 13:21:50 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) # Changed: 2014-02-14 13:46:23 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) $Self->{TicketAcl}->{"Service CustomerID"} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'GENERIC::TEST' ] } }, 'PossibleNot' => {}, 'Properties' => { 'CustomerUser' => { 'UserCustomerID' => [ 'AMACN' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Thanks! Zoltan - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] ACL question
Hello, Any idea for this issue? Thanks! Zoltan From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of BIRO Zoltan Sent: Friday, February 14, 2014 2:08 PM To: otrs@otrs.org Subject: [otrs] ACL question Hi All, I'm playing with ACL for service assignment. If I configured to set priority 5 for this CustomeID it's working, when I open a new ticket the priority setting up to priority 5 automatically. My problem is when I configure the Service it's doesn't shows anything in the new ticket service field. What did I wrong? OTRS version 3.3.4 and my ZZZACL.pm: # OTRS config file (automatically generated) # VERSION:1.1 package Kernel::Config::Files::ZZZACL; use strict; use warnings; use utf8; sub Load { my ($File, $Self) = @_; # Created: 2014-02-14 13:21:50 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) # Changed: 2014-02-14 13:46:23 (zoltan.b...@amaris.com<mailto:zoltan.b...@amaris.com>) $Self->{TicketAcl}->{"Service CustomerID"} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'GENERIC::TEST' ] } }, 'PossibleNot' => {}, 'Properties' => { 'CustomerUser' => { 'UserCustomerID' => [ 'AMACN' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Thanks! Zoltan - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] ACL question
Hi All, I'm playing with ACL for service assignment. If I configured to set priority 5 for this CustomeID it's working, when I open a new ticket the priority setting up to priority 5 automatically. My problem is when I configure the Service it's doesn't shows anything in the new ticket service field. What did I wrong? OTRS version 3.3.4 and my ZZZACL.pm: # OTRS config file (automatically generated) # VERSION:1.1 package Kernel::Config::Files::ZZZACL; use strict; use warnings; use utf8; sub Load { my ($File, $Self) = @_; # Created: 2014-02-14 13:21:50 (zoltan.b...@amaris.com) # Changed: 2014-02-14 13:46:23 (zoltan.b...@amaris.com) $Self->{TicketAcl}->{"Service CustomerID"} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'GENERIC::TEST' ] } }, 'PossibleNot' => {}, 'Properties' => { 'CustomerUser' => { 'UserCustomerID' => [ 'AMACN' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Thanks! Zoltan - 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 list problem
Dear All, I have 1000+ customers and 30+ CustomerId in our OTRS 3.2.x system. I'm using LDAP customer backend and make differences of the countries as CustomerId. It's working fine but I found the following: Goes to Admin > Customers and search for * should be show all Customers from the backend? (CustomerUserSearchListLimit=5000 in Config.pm) Some Customers and CustomerId doesn't shows in the full list, it's only 5 different CustomerIds with around 30-40 Customers and these are not the latest added to the system. But If I search one of them from missing Customer with his/her lastname the system can find it and shows under the right CustomerId. I don't really understand why I can't see them in the full list. The missing Customers and CustomerIds are permanent. The background is I'm using this very nice and useful add-on to assign Customer Companies to services ( http://www.neteye-blog.com/2012/06/otrs-assign-customer-companies-to-groups-or-services/#comment-10394 ) but I got an error with this message: There are no customers with CustomerID AMATEC! Insert at least one user with CustomerID: AMATEC! NO ASSOCIATION WILL BE DONE RIGHT NOW, this message comes only for the missing Customers/CustomerIds from the full Customers list. As I see on the NetEye blog I'm not alone with this issue. It's worked before without any assignment issue... Thank you in advance! Regards! Zoltan - 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] Problem with Services (Type, Criticality) after 3.2.7 upgrade
Dear All, After I upgraded our OTRS 3.1.x to 3.2.7. I have noticed that I am unable to change the Priority from OTRS tickets, it remains 2 - low Also the Impact filed is not there when I create a ticket. I compare the Service Management on our 3.2.7 live and 3.2.6 test (with ITSM_3.2.5)system. No Type and Criticality on 3.2.7!!! After when I update the test 3.2.6 > 3.2.7 the Service Management screen shows as a same result as our live system... If you are interested in, could you please check this topic for more details... http://forums.otterhub.org/viewtopic.php?f=63&t=20750 Many thanks! Zoltan - 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 Info Center problem again...
Hi All, I made the following test: 1. Remove otrs directory 2. Extract 3.2.6 again 3. Copy the my Config.pm and copy GenericAgent.pm.dist GenericAgent.pm. Rebuild config, Delete cache. 4. Start and reinstall all itsm packages 5. I have only one Customer tab with 3 choices under it... In this case I didn't use my current GenericAgent.pm and ZZZAuto.pm from the older distribution. Is causes any issue? If I compare the newly created GenericAgent.pm and ZZZAuto.pm with the older ones, is it possible the solution? Thanks! Zoltan From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of BIRO Zoltan Sent: Friday, May 10, 2013 2:20 PM To: otrs@otrs.org Subject: [otrs] Customer Info Center problem again... Dear All, I have 2 Customers tab in my OTRS 3.2.4 which is upgraded from 3.1.x version. 1st is poiting to http://10.129.0.29/otrs/index.pl?Action=AgentCustomerInformationCenter;OTRSAgentInterface=10df3510b285d5f220fd7ebc601abd4ecf [ Screenshoot1: http://biro-csalad.hu/temp/sc1.jpg ] 2nd is pointing to http://10.129.0.29/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent;OTRSAgentInterface=10df3510b285d5f220fd7ebc601abd4ecf [ Screenshoot2: http://biro-csalad.hu/temp/sc2.jpg ] The problem is both pointing to the Search in Customer Information Center. [ Screenshoot3: http://biro-csalad.hu/temp/sc3.jpg ] I think the 2nd one should be showing this screen: [ Screenshoot4: http://biro-csalad.hu/temp/sc4.jpg ] I didn't change anything on system configuration after the upgrade. I checked the Admin man and the sysconfig area several times without any success. Help me, please Many Thanks! Zoltan - 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 Info Center problem again...
Dear All, I have 2 Customers tab in my OTRS 3.2.4 which is upgraded from 3.1.x version. 1st is poiting to http://10.129.0.29/otrs/index.pl?Action=AgentCustomerInformationCenter;OTRSAgentInterface=10df3510b285d5f220fd7ebc601abd4ecf [ Screenshoot1: http://biro-csalad.hu/temp/sc1.jpg ] 2nd is pointing to http://10.129.0.29/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent;OTRSAgentInterface=10df3510b285d5f220fd7ebc601abd4ecf [ Screenshoot2: http://biro-csalad.hu/temp/sc2.jpg ] The problem is both pointing to the Search in Customer Information Center. [ Screenshoot3: http://biro-csalad.hu/temp/sc3.jpg ] I think the 2nd one should be showing this screen: [ Screenshoot4: http://biro-csalad.hu/temp/sc4.jpg ] I didn't change anything on system configuration after the upgrade. I checked the Admin man and the sysconfig area several times without any success. Help me, please Many Thanks! Zoltan - 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 info center problem
Hi All, I updated to OTRS 3.2.5 (ITSM 3.2.3) our test system. I continuously find the following problem in the last 2-3 releases. When I search in Customer Information Center and hit enter then the main Logon screen appears, I login again it continue with the results of the search. Anybody facing with the same issue? Best regards! Zoltan - 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] Subject can be change?
Hi All, We would like to change the Subject field in AgentTicketZoom, is it possible to do somehow? Thanks! Zoltan - 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