Re: [otrs] Replace the rich editor with TinyMCE
Hi Philippe, it's not planned, but yes, you can replace the RTE. The file which you need to change is Kernel/Output/HTML/Standard/RichTextEditor.dtl (you need to have developer skills to do the replacement). As another example of RTE replacement see http://edenhofer.de/p/aloha-editor/ (OTRS 3 with Aloha Editor beta - http://www.aloha-editor.org/). -Martin http://edenhofer.de/ On 25.07.2011, at 14:36, Martignier, Philippe wrote: Hi there, I have several issues using OTRS 2.4.8 about copy and paste with html tags. It seems that TinyMCE is a better editor than the one used by default in OTRS. (I tried also the one in OTRS 3.0 but it is the same as before just with a new look) My questions: 1) is it possible to change this rich text editor with another one? 2) where and what file(s) to modify? I imagine there is a call to a javascript with the text field in parameter Thanks for any help, Philippe Philippe Martignier Communications Division Customer Service Center Email : philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. - 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-de] Negativwerte bei gesperrten Tickets
Hallo Rene, ich hätte hier eine mögliche Lösung anzubieten (danke an Stelios für die ausgezeichnete Beschreibung!). http://bugs.otrs.org/show_bug.cgi?id=7015 Könntest Du das File austauschen und am Bug Feedback anhängen? Danke! -Martin http://edenhofer.de/ On 12.07.2011, at 14:57, René Kleffel wrote: Hallo Stelios, ich hatte gerade das gleiche Problem und dein Hinweis hat mir sehr weiter geholfen, danke dafür! Den Bug hab ich unter bug.otrs.org allerdings nicht gefunden, eventuell bediene ich die Suche auch falsch ;) Falls der Bug wirklich nicht gemeldet ist wäre es super wenn du ihn noch einstellen könntest. Da du ihn gut beschrieben hast kann er bestimmt schnell behoben werden. Vielen Dank nochmal. Gruß René Am 21.03.2011 um 11:33 schrieb Stelios Gikas: Hallo Christian, Am 17.03.2011 15:55, schrieb Christian Reutter: Ei der Zack, so bizarre Probleme... Erst die Tatsache, dass der ckeditor kein vernünftiges inline quoting zulässt (was zugegebenermßen eigentlich ganz schöner Mist ist), jetzt macht unser OTRS 3.0.6 noch lustige Zahlenspielchen: Es kommt, ohne erkennbaren Grund, öfters vor, dass die Zahl der neuen gesperrten Tickets oder neue beobachtete Ticket negativ wird! Kennt das Phänomen jemand bzw. weiss sogar Abhilfe? Der Fehler tritt auf wenn du OTRS auf mehreren Web-Server installiert hast und alle Server über den gleichen Link ansprichst. Damit die Zahlen negativ werden musst du zudem Ticket mit langen Artikeln expandiert anzeigen. Das Problem das OTRS hier hat, ist das es pro Artikel der angezeigt wird, eine Anfrage an den Webserver macht um den Artikel für den Agenten als gelesen zu markieren. Wenn der Artikel als gelesen markiert wird, schaut der Webserver nach ob alle Artikel gelesen worden sind und markiert das Ticket als komplett gelesen für den Agenten. Da ob ein Ticket gelesen wird zudem gecached wird und in den Servern ertsmal '0' (= nicht gelesen) steht landen gleich mehrere Einträge zu dem Ticket in der ticket_flag Tabelle. Beim Zählen subtrahiert das OTRS 'Alle' - 'Gelesene' Tickets. Da zu einem Ticket mehrere Einträge existieren, erscheint auch unter umständen eine negative Zahl. Abhilfe: Eine UNIQUE KEY auf die Tabelle definieren wo folgende Spalten integriert sind. (ticket_id, ticket_key, ticket_value, create_by) Somit können nicht mehrere Einträge zu einem Ticket in der Tabelle landen. Gruß Christian - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de Freundlicher Gruß, Stelios Gikas -- noris network AG - Thomas-Mann-Straße 16-20 - D-90471 Nürnberg - Tel +49-911-9352-0 - Fax +49-911-9352-100 http://www.noris.de - The IT-Outsourcing Company - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Signature per agent
Hi Muhammad, just shared signatures. But you can use place holders for agent attributes, e. g. OTRS_OWNER_UserFirstname and any other attribute. Greetings, -Martin http://edenhofer.de/ On 08.05.2011, at 17:10, Muhammad El-Sergani wrote: Dear list, Is there anyway to define a signature per agent, and not just a shared signature? 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
Re: [otrs] Signature per agent
Hi Muhammad,
you easily can do this by just creating new agent preferences in
Kernel/Config.pm
[...]
$Self-{PreferencesGroups}-{Phone} = {
Module = 'Kernel::Output::HTML::PreferencesGeneric',
Column = 'Other Options',
Label = 'Phone',
Desc= 'Phone',
Block = 'Input',
Data= '$Env{UserPhone}',
PrefKey = 'UserPhone',
Prio= 6000,
Active = 1,
};
$Self-{PreferencesGroups}-{Mobile} = {
Module = 'Kernel::Output::HTML::PreferencesGeneric',
Column = 'Other Options',
Label = 'Mobile',
Desc= 'Mobile',
Block = 'Input',
Data= '$Env{UserMobile}',
PrefKey = 'UserMobile',
Prio= 6001,
Active = 1,
};
[...]
Then you can access it in this case via OTRS_OWNER_UserPhone and
OTRS_OWNER_UserMobile.
Have fun! :)
-Martin
http://edenhofer.de/
On 08.05.2011, at 17:29, Muhammad El-Sergani wrote:
Thanks Martin,
Well, yeah, that's what I'm doing actually.
But, I needed to add more attributes, and I'm not sure if it'll go correctly,
or just wrong. Like adding the cell no., IM details etc...
In our line of work, these are important details.
If you can help, that'd be highly appreciated!
Thanks and Best Regards,
Muhammad El-Sergani.
On Sun, May 8, 2011 at 6:20 PM, Martin Edenhofer mar...@edenhofer.de wrote:
Hi Muhammad,
just shared signatures. But you can use place holders for agent attributes,
e. g. OTRS_OWNER_UserFirstname and any other attribute.
Greetings,
-Martin
http://edenhofer.de/
On 08.05.2011, at 17:10, Muhammad El-Sergani wrote:
Dear list,
Is there anyway to define a signature per agent, and not just a shared
signature?
Thanks and Best Regards,
Muhammad El-Sergani.
-
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Re: [otrs] The 2nd OTRS Community Rheinland Meeting will take place on 30th June 2011 in Dormagen
Hi Bo, On 05.05.2011, at 11:50, Feng, Bo wrote: After the very successful OTRS Community Rheinland meeting on 14th April in Dormagen we are now planning the second meeting in June. Due to the public holidays in June the second meeting is postponed to 30th June 2011. The date is now fixed. Save the date, enjoy the time and ... Can you also tell us the exact time and the address where the meeting will take place? Thanks! See you then:-) Bo -Martin http://edenhofer.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
Re: [otrs] Google-Maps-Customer-Map plugin ?
Hi Laurent, JFI, this module is now available via http://edenhofer.de/p/google-maps/ or OPAR. Greetings, -Martin http://edenhofer.de/ On 24.08.2010, at 14:37, Laurent Minost wrote: Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come soon ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent - 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] Google-Maps-Customer-Map plugin ?
Sorry, I only implemented it for OTRS 3.x. Any problems/issues why not upgrading to 3.x? Greetings, -Martin http://edenhofer.de/ On 22.03.2011, at 11:48, Szostak Grzegorz wrote: Me too. 2011/3/22 Laurent Minost lmin...@denyall.com Hi Martin, Thanks for this update :) Only for OTRS 3.x or does the 2.4.x branch module is also available please ? I did not migrate to 3.x for the moment. BR, Laurent Le 22/03/2011 11:00, Martin Edenhofer a écrit : Hi Laurent, JFI, this module is now available via http://edenhofer.de/p/google-maps/ or OPAR. Greetings, -Martin http://edenhofer.de/ On 24.08.2010, at 14:37, Laurent Minost wrote: Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come soon ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent - 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] Postmaster Filter
Hi Jan, it is. http://doc.otrs.org/3.0/en/html/adminarea-postmasterfilter.html - Table 5.4. Function of the different X-OTRS-headers X-OTRS-ArticleKey(1|2|3): Additional info key for the article.Saves an additional info key for this article. X-OTRS-ArticleValue(1|2|3): Additional info value for the article. Saves an additional info value for the article. PS: If you want to have it a ticket level, use X-OTRS-TicketKey and so on. -Martin http://edenhofer.de/ On 22.03.2011, at 12:59, jan.dre...@bertelsmann.de wrote: Hi, I want to give some freetext input in header information of incoming mails. example: ---8 -- From: custo...@domain.de To: otrsrecipi...@mydomain.de Message-ID: 25012212.91300793495185.JavaMail.some@host Subject: some infotext [Ticket# 841401199864] MIME-Version: 1.0 Content-Type: multipart/mixed; boundary==_Part_9_546520.1300793495185 Articlefreekey1: MY_ID Articlefreevalue1: 1401199864 Articlefreekey2: MY_CONTACT_NAME Articlefreevalue2: User%20Name ---8 --- Is it possible to put these variables (Articlefreekey1, …) into the database somehow? Greetings Jan Dreyer - 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 Filter
Hi Jan, now I understand your use case a little bit more. :) You need a mail header rewrite from Articlefreekey1 to X-OTRS-ArticleKey, right? There is no out of the box mail header rewrite feature in OTRS it self. I see two possible solutions: a) Create an own postmaster module for the header rewriting (perl coding skills required) b) Use procmail/formail for modifying incoming emails (it's unix stuff, some unix knowledge needed) Greetings, -Martin http://edenhofer.de/ On 22.03.2011, at 13:36, jan.dre...@bertelsmann.de wrote: Hi Martin, thanks. I already found that, sorry for not mentioning. But I do need some more: I want to set the value for “X-OTRS-ArticleKey” to that delivered by the mail. e.g. one mail has Articlefreekey1: MY_ID and I want to set X-OTRS-ArticleKey to “MY_ID” another mail has Articlefreekey1: SOME_OTHER and I want to set X-OTRS-ArticleKey to “SOME_OTHER” I don’t see in the documentation how to do that (if possible at all). Greetings Jan Dreyer From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin Edenhofer Sent: Tuesday, March 22, 2011 1:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Filter Hi Jan, it is. http://doc.otrs.org/3.0/en/html/adminarea-postmasterfilter.html - Table 5.4. Function of the different X-OTRS-headers X-OTRS-ArticleKey(1|2|3): Additional info key for the article. Saves an additional info key for this article. X-OTRS-ArticleValue(1|2|3): Additional info value for the article. Saves an additional info value for the article. PS: If you want to have it a ticket level, use X-OTRS-TicketKey and so on. -Martin http://edenhofer.de/ On 22.03.2011, at 12:59, jan.dre...@bertelsmann.de wrote: Hi, I want to give some freetext input in header information of incoming mails. example: ---8 -- From: custo...@domain.de To: otrsrecipi...@mydomain.de Message-ID: 25012212.91300793495185.JavaMail.some@host Subject: some infotext [Ticket# 841401199864] MIME-Version: 1.0 Content-Type: multipart/mixed; boundary==_Part_9_546520.1300793495185 Articlefreekey1: MY_ID Articlefreevalue1: 1401199864 Articlefreekey2: MY_CONTACT_NAME Articlefreevalue2: User%20Name ---8 --- Is it possible to put these variables (Articlefreekey1, …) into the database somehow? Greetings Jan Dreyer - 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 Filter
Nils, that's is a good idea! :) You just need to add the used Articlefreekey... and Articlefreetext...-Headers via SysConfig also to PostmasterX-Header first, then it should work fine. :) Cool! $Nils++ :) -Martin On 22.03.2011, at 13:52, Nils Leideck wrote: Hi Martin, I don’t want to own the master, but isn’t it easier to add a Match Header to the SysConfig (Ticket - Core::PostMaster) and use a regex to match for the value of that new header (.*) and set it in the X-OTRS-ArticleKey1 value with [***] ? *g* ... *duckt sich schon mal* ... Cheers, Nils On 22.03.2011, at 13:47, Martin Edenhofer wrote: Hi Jan, now I understand your use case a little bit more. :) You need a mail header rewrite from Articlefreekey1 to X-OTRS-ArticleKey, right? There is no out of the box mail header rewrite feature in OTRS it self. I see two possible solutions: a) Create an own postmaster module for the header rewriting (perl coding skills required) b) Use procmail/formail for modifying incoming emails (it's unix stuff, some unix knowledge needed) Greetings, -Martin http://edenhofer.de/ On 22.03.2011, at 13:36, jan.dre...@bertelsmann.de wrote: Hi Martin, thanks. I already found that, sorry for not mentioning. But I do need some more: I want to set the value for “X-OTRS-ArticleKey” to that delivered by the mail. e.g. one mail has Articlefreekey1: MY_ID and I want to set X-OTRS-ArticleKey to “MY_ID” another mail has Articlefreekey1: SOME_OTHER and I want to set X-OTRS-ArticleKey to “SOME_OTHER” I don’t see in the documentation how to do that (if possible at all). Greetings Jan Dreyer From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin Edenhofer Sent: Tuesday, March 22, 2011 1:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Filter Hi Jan, it is. http://doc.otrs.org/3.0/en/html/adminarea-postmasterfilter.html - Table 5.4. Function of the different X-OTRS-headers X-OTRS-ArticleKey(1|2|3): Additional info key for the article. Saves an additional info key for this article. X-OTRS-ArticleValue(1|2|3): Additional info value for the article. Saves an additional info value for the article. PS: If you want to have it a ticket level, use X-OTRS-TicketKey and so on. -Martin http://edenhofer.de/ On 22.03.2011, at 12:59, jan.dre...@bertelsmann.de wrote: Hi, I want to give some freetext input in header information of incoming mails. example: ---8 -- From: custo...@domain.de To: otrsrecipi...@mydomain.de Message-ID: 25012212.91300793495185.JavaMail.some@host Subject: some infotext [Ticket# 841401199864] MIME-Version: 1.0 Content-Type: multipart/mixed; boundary==_Part_9_546520.1300793495185 Articlefreekey1: MY_ID Articlefreevalue1: 1401199864 Articlefreekey2: MY_CONTACT_NAME Articlefreevalue2: User%20Name ---8 --- Is it possible to put these variables (Articlefreekey1, …) into the database somehow? Greetings Jan Dreyer - 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 fetch new mails after deleting all tickets from database
Hi Daniel, it seems, that you also deleted all entries from ticket_state table. Make sure that you have all states in there. -Martin http://edenhofer.de/ On 26.01.2011, at 11:52, IT-Mailinglists wrote: Hi, I set up a virtual machine to test some things with OTRS version 3.0.5. Therefore I made a dump of our database and imported it on the testing machine. Now I want to delete all tickets, but want to keep every other setting like queues, agents... I tried both options described in the FAQ [1], but if I want to fetch a new email (using POP3) to create a new ticket I get the following error message in otrs.log: [Tue Jan 25 13:13:52 2011][Error][Kernel::System::Ticket::TicketCreate][405] No StateID for 'new'! [Tue Jan 25 13:13:52 2011][Error][Kernel::System::MailAccount::POP3::Fetch][205] POP3: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-59de7d5a2012c2f1dd796420f80dfbcf, report it on http://bugs.otrs.org/)! [Tue Jan 25 13:13:52 2011][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from mail_acc@our_mail_server. Executing otrs.PostMasterMailbox.pl manually reveals the following messages: ERROR: OTRS-PostMasterMailbox.pl-12 Perl: 5.10.0 OS: linux Time: Tue Jan 25 13:13:52 2011 Message: No StateID for 'new'! Traceback (3538): Module: Kernel::System::Ticket::TicketCreate (v1.486) Line: 405 Module: Kernel::System::PostMaster::NewTicket::Run (v1.76) Line: 147 Module: Kernel::System::PostMaster::Run (v1.85) Line: 351 Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: main::Fetch (v1.3) Line: 180 Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93 ERROR: OTRS-PostMasterMailbox.pl-12 Perl: 5.10.0 OS: linux Time: Tue Jan 25 13:13:52 2011 Message: POP3: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-59de7d5a2012c2f1dd796420f80dfbcf, report it on http://bugs.otrs.org/)! Traceback (3538): Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 205 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: main::Fetch (v1.3) Line: 180 Module: ./otrs.PostMasterMailbox.pl (v1.3) Line: 93 So, how can I safely delete all tickets in the database? Regards, Daniel [1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQCategoryID=4ItemID=54 - 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] Boolean search
Hi, On 21.01.2011, at 10:08, Roy Kaldung wrote: Is it possible to do boolean searches (using the API) - (for example: from=em...@address.com or freetextfield1=somevalue) or do I have to do two separate searches and intersect the results myself? Hi, Checkout the optional parameter ContentSearch of the API. http://dev.otrs.org/cvs/Kernel/System/Ticket.html#item_ticketsearch One additional note, the ContentSearch param: # content search (AND or OR) (optional) ContentSearch = 'AND', is only for From, To, Cc, Subject and Body. So here you can do an boolean search (I improved the documentation just right now). For the use case above From OR FreeText1 it's not working. Roy -Martin http://edenhofer.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
Re: [otrs-de] Was ist in $QData?
Hi Frank,
On 19.01.2011, at 15:03, Frank Thommen wrote:
in den OTRS Templates wird $QData()/$Data()/$LQData() fuer die Anzeige von
Feldern benutzt und das Entwicklerhandbuch sagt If data parameters are given
to the templates by the application module, these data can be output to the
template.
Aber wie kann ich sehen oder herausfinden, was fuer Parameter einem Template
uebergeben werden? Wo passiert das?
Es passiert im jeweiligen Perl Module durch den Aufruf der
$Self-{LayoutObject}-Output() oder $Self-{LayoutObject}-Block(),
jeweils der Data Parameter.
Konkret will ich im Dashboard die Ticket-Tabellen um die Queue
($QData(Queue) funktioniert) und den vollen Namen des Kunden ergaenzen.
Ich habe einen Dump der gesamten Datenstruktur gemacht, die in
/opt/otrs/Kernel/Output/HTML/DashboardTicketGeneric.pm der Output-Prozedur
uebergeben wird, aber da bin ich nicht fuendig geworden.
PS: Wir sollten auf einen Linux-Tag oder wo anders mal einen
OTRS-Developer-Workshop für die Community machen? Ist Interesse vorhanden?
-Martin
http://edenhofer.de/
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Re: [otrs-de] Was ist in $QData?
Hi Frank,
das geht eigentlich auch ganz einfach. Kannst Du über die OTRS-API abfragen (Du
merkst gar nicht, ob diese aus der DB oder ausm LDAP kommen ;) ).
Beispiel:
my $Name = $Self-{CustomerUserObject}-CustomerName(
UserLogin = $Ticket{CustomerUserID},
);
Und $Name dann einfach mit in den $Self-{LayoutObject}-Block() call.
-Martin
http://edenhofer.de/
On 19.01.2011, at 15:20, Frank Thommen wrote:
Ja danke, das half tatsaechlich. Da die Informationen die ich anzeigen will
nicht aus der DB kommen sondern aus dem LDAP-Backend, werde ich die
Modifikation wohl vorerst sein lassen.
Vielen Dank
frank
Johannes Nickel wrote:
Hi,
schau Dir mal bitten diesen Thread im OTRS Forum an. Der sollte Dir helfen.
http://forums.otrs.org/viewtopic.php?f=17t=5276p=21362hilit=erweitern#p21362
Gruß
Johannes
Am 19. Januar 2011 15:03 schrieb Frank Thommen frank.thom...@gmx.net:
Hallo,
in den OTRS Templates wird $QData()/$Data()/$LQData() fuer die Anzeige von
Feldern benutzt und das Entwicklerhandbuch sagt If data parameters are
given to the templates by the application module, these data can be output
to the template.
Aber wie kann ich sehen oder herausfinden, was fuer Parameter einem Template
uebergeben werden? Wo passiert das?
Konkret will ich im Dashboard die Ticket-Tabellen um die Queue
($QData(Queue) funktioniert) und den vollen Namen des Kunden ergaenzen.
Ich habe einen Dump der gesamten Datenstruktur gemacht, die in
/opt/otrs/Kernel/Output/HTML/DashboardTicketGeneric.pm der Output-Prozedur
uebergeben wird, aber da bin ich nicht fuendig geworden.
Gruss
frank
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Re: [otrs-de] Was ist in $QData?
On 19.01.2011, at 15:28, Frank Thommen wrote: [...] PS: Wir sollten auf einen Linux-Tag oder wo anders mal einen OTRS-Developer-Workshop für die Community machen? Ist Interesse vorhanden? Im Prinzip ja. Ich denke da ist was in der Planung für die LinuxTage in Chemnitz. Stay tuned! :) -Martin http://edenhofer.de/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] 3.0.x: Ticket wird nicht beim Antworten gesperrt?
Hi Ralf, ich habe die Funktion gerade nochmal getestet. Bei mir (OTRS 3.0.4) wird es auch gesperrt, aber der Text im Popup wird falsch dargestellt. Ich habe es gerade gelöst: http://bugs.otrs.org/show_bug.cgi?id=6458 Kannst Du Kernel/Modules/AgentTicketCompose.pm aktuallisieren und mir Feedback geben? http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.123view=co Thx! -Martin http://edenhofer.de/ On 12.01.2011, at 10:23, Ralf Hildebrandt wrote: * Andreas Traub andr...@andreas-traub.de: Hallo, dem ist eigentlich auch so (zumindest bei uns, Version 3.0.4). Es müsste der Punkt Ticket::Frontend::AgentTicketCompose###RequiredLock sein. Ist dort evtl. ein Nein gesetzt? Standardmässig ist es Ja. Sehr bizarr, es ist auf Yes. -- 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-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Attachment download
Hi Boris, wenn es Outlook Mails sind könnte es der Fehler hier sein http://bugs.otrs.org/show_bug.cgi?id=6604 Just my 2 cents! Grüße, -Martin http://edenhofer.de/ On 11.01.2011, at 13:15, Boris Kunstleben wrote: Hallo zusammen, wir haben gestern unser OTRS von 2.4.7 auf 3.0.4 aktualisiert, nachdem wir das seit Erscheinen von 3.0.1 getestet haben. Leider sind wir heute auf ein Problem gestoßen, das wir uns nicht erklären können. Ein Kunde hat ein Ticket per Mail an uns geschickt, in der zwei *.png Datei angehangen waren, leider werden uns diese Attachments nicht angezeigt. Sie sind in Datenbank, in der unformatierten Email kann ich sie auch sehen und sie lassen sich runterladen, wenn ich den Link (https://[Server-URL]/otrs/index.pl?Action=AgentTicketAttachment;ArticleID=16677;FileID=2) anpasse. Lediglich im AgentTicketZoom habe ich weder die Liste noch das Attachment Symbol. Das komische ist, ich habe gerade selber ein Ticket mit *.jpgs erzeugt und die werden angezeigt. Hat jemand von euch eine Idee oder einen Tipp wo ich suchen soll, in den Logs ist nichts zu finden. Danke und mit freundlichen Grüßen Boris Kunstleben _ DomiNIC GmbH Boris Kunstleben Service Operation http://www.dominic.de Tel.: +49 990-0 Sitz der Gesellschaft: Servatiusweg 19-23, 53332 Bornheim Handelsregister: HRB Bonn 7907 Geschäftsführer: Sven-Holger Wabnitz Nutze das Netz! - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] 3.0.x: Ticket wird nicht beim Antworten gesperrt?
Hi Ralf, On 12.01.2011, at 11:49, Ralf Hildebrandt wrote: ich habe die Funktion gerade nochmal getestet. Bei mir (OTRS 3.0.4) wird es auch gesperrt, aber der Text im Popup wird falsch dargestellt. Ich habe es gerade gelöst: http://bugs.otrs.org/show_bug.cgi?id=6458 Kannst Du Kernel/Modules/AgentTicketCompose.pm aktuallisieren und mir Feedback geben? http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.123view=co Scheint zu gehen! Sag mal, wäre es nicht möglich Patches von 3.0.4 auf 3.0.5 auch zu veröffentlichen? Natürlich KÖNNTE ich mir so einen Patch auch selber auf 3.0.4 - 3.0.5 basteln oder mit einem cvs Befehl generieren. jaja. Lokale Änderung müsste dann ich nicht immer nachführen :) Ansich wäre das kein Problem. Zumindest für Leute mit Deinen Skills! :) Für alle anderen ist es ein Problem, da so auch viel kaputt gemacht werden kann. :( Also für alle Geeks hier die Reihenfolge um ein OTRS Release Diff/Patch zu bekommen: shell cvs -d :pserver:anonym...@source.otrs.org:/home/cvs login (the password is: cvs) shell cvs -z3 -d :pserver:anonym...@source.otrs.org:/home/cvs co otrs shell cd otrs shell cvs diff -r rel-3_0_3 -r rel-3_0_4 -Martin http://edenhofer.de/- OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] 3.0 Rechteprobleme
Hi Peter, versuch am besten das gesamte /opt/otrs/var/tmp/CacheFileStorable/ zu löschen. Evtl. gibt es darin noch Dateien mit anderen Rechten. Just my 2 cents, -Martin http://edenhofer.de/ On 20.12.2010, at 15:30, Peter Allgeyer wrote: Hallo, mir sind seit dem Upgrade auf 3.x (aktuell 3.0.3) etliche Rechte-Probleme aufgefallen: OTRS-otrs.PostMaster.pl-3 Can't write '/opt/otrs/var/log/TicketCounter.log': Permission denied OTRS-otrs.PostMaster.pl-3 Can't write '/opt/otrs/var/tmp/CacheFileStorable//CustomerUser/32783a0d6a5e9b7dbdf351afbb672671': Permission denied OTRS-otrs.PostMaster.pl-3 Can't write '/opt/otrs/var/tmp/CacheFileStorable//CacheInternalQueue/5228690ceff97f524dd11ce22248ef4c': Permission denied Die Rechte habe ich gesetzt mit: bin/otrs.SetPermissions.pl \ --otrs-user=otrs \ --web-user=apache \ --otrs-group=otrs \ --web-group=apache \ /opt/otrs Inhalt von /opt/otrs/var/tmp/CacheFileStorable/: drwxrwsr-x 17 otrs apache 4096 Dec 20 11:20 ./ drwxrwsr-x 4 otrs apache 4096 Dec 14 11:26 ../ drwxrwsr-x 2 otrs apache 8192 Dec 20 15:24 CacheInternalGroup/ drwxrwsr-x 2 otrs apache 4096 Dec 20 13:11 CacheInternalLinkObject/ drwxrwsr-x 2 otrs apache 4096 Dec 20 11:20 CacheInternalLoader/ drwxrwsr-x 2 otrs apache 4096 Dec 20 13:12 CacheInternalLock/ drwxrwsr-x 2 otrs apache 45 Dec 20 13:11 CacheInternalPriority/ drwxrwsr-x 2 otrs apache 4096 Dec 20 15:23 CacheInternalQueue/ drwxrwsr-x 2 otrs apache 4096 Dec 20 13:35 CacheInternalState/ drwxrwsr-x 2 otrs apache 8192 Dec 20 15:24 CacheInternalTicket/ drwxrwsr-x 2 otrs apache 84 Dec 20 13:11 CacheInternalType/ drwxrwsr-x 2 otrs apache 4096 Dec 20 15:22 CacheInternalUser/ drwxrwsr-x 2 otrs apache 45 Dec 20 12:35 CacheInternalValid/ drwxrwsr-x 2 otrs apache 4096 Dec 20 15:24 CustomerUser/ drwxrwsr-x 2 otrs apache 4096 Dec 20 11:20 Dashboard/ drwxrwsr-x 2 otrs apache 45 Dec 20 11:20 DashboardProductNotify/ drwxrwsr-x 2 otrs apache 4096 Dec 20 15:24 TicketSearch/ Der Indianer läuft unter uid apache mit gid apache. Any hints? Beste Grüsse -- Peter Allgeyer Salzburg|Research Forschungsgesellschaft mbH Dipl.-Inform. Univ. Jakob-Haringer-Strasse 5/III phone +43.662.2288-264 5020 Salzburg | Austria fax +43.662.2288-222http://www.salzburgresearch.at - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] Freifelder nach Queue Wechsel verschwunden
Hi NetAndroid, es war ein Bug bis OTRS 3.0.3. Wird ab OTRS 3.0.4 gelöst sein. Es gibt auch eine Datei zum aktualisieren. http://bugs.otrs.org/show_bug.cgi?id=6453 Liebe Grüße nach Franken, -Martin http://edenhofer.de/ On 07.12.2010, at 22:12, Dominique 'NetAndroid' Schramm wrote: Ahoi, ich nutze ein aus Tarball installiertes OTRS unter Debian Lenny. Nun habe ich festgestellt dass Freifelder beim Queuewechsel gelöscht werden. Hat das Phänomen noch jemand? VG -- Dominique 'NetAndroid' Schramm - Twitter: @NetAndroid_BY - Identi.ca: @netandroid - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs-de] suche nach leerem freitextfeld
Hi Josef, derzeit wird es aus der Applikation OTRS leider nicht unterstützt nach leeren TicketFreeText Feldern zu suchen. Dies würde im Moment nur direkt per SQL gehen. PS: In Bugzilla wäre ein Enhancement-Bug fein dafür (http//bugs.otrs.org/). Liebe Grüße, -Martin http://edenhofer.de/ On 07.12.2010, at 15:14, it-news (Josef Lahmer) wrote: liebe liste, wie kann ich nach einem leeren TicketFreeText suchen. wenn ich lt. demo habe: schlüssel, inhalt: (s. screenshot) ,- Notebook,Notebook PC,PC Phone,Phone eine suche nach - liefert alle schlüssel für pc, notebook und phone. wie kann ich alle nicht zugewiesenen tickets suchen? jemand ideen? lg josef lahmer ps: wunsch: bzw ne generelle suche nach nicht kriterien... verhalten gleich für: otrs: 2.4.9 (mit itsm) 2.4.7 ticketfreetext2.png - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] 2.4.7-3.0.2 Error running pqsql update and migration scripts
Hi Mik, it looks that you use an old Kernel/Config/Defaults.pm (e. g. from OTRS 2.4.7), use it from OTRS 3.0. Just use Kernel/Config.pm and Kernel/Config/Files/ZZZAuto.pm from your OTRS 2.4 installation for upgrading. Greetings, -Martin On 24.11.2010, at 03:10, Mikola Rose wrote: I am tryign to upgrade OTRS to 3.0.2 and am running DBUpdate-to-3.0.postrgres.sql with out issue. When I go to run step 10 in the document, DBUpdate-to-3.0.pl I get the following error: Can't locate object method ConfigChecksum via package Kernel::Config at /opt/otrs-3.0.2/Kernel/System/SysConfig.pm line 1552. Any idea? I read some forums posts already and have confirmed that the setPermision script correctly set the web user and group to www I also restored my files as per the UPGRADING doc before I ran the update scripts. Mik http://edenhofer.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
Re: [otrs] demo.otrs.org down?
Hi Henry, thanks for the hint. It's working again. It's OTRS 3.0.0 beta7. -Martin On 10.11.2010, at 07:55, Henry C. wrote: Hi, I was hoping to try out demo.otrs.org, but it's been down since at least yesterday. It's failing with: Software error: Magic number checking on storable string failed at blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/thaw.al) line 415, at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 128 For help, please send mail to the webmaster (i...@otrs.org), giving this error message and the time and date of the error. Does anyone know if the demo site is based on v3-beta or v2.x? Regards Henry http://edenhofer.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
Re: [otrs] iPhone App - Ticket Search?
Hi Hugh, unfortunately it's a missing feature in iPhone App Version 1.0. It will be available in next mobile app. -Martin On 08.10.2010, at 13:47, Hugh Kelley wrote: Is there a ticket search option for the app? I can't see how to find tickets for a given user or subject. Hugh - 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 http://edenhofer.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
Re: [otrs] Search templates in Beta 4
Hi Hugh, maybe this helps: http://bugs.otrs.org/show_bug.cgi?id=6019 -Martin (http://edenhofer.de/) On 01.10.2010, at 19:10, Hugh Kelley wrote: I'm not sure if this a bug or user error, but I can't get a search template to save its fields. My steps: 1) Click the search button 2) Click Create New 3) Type in a template name 4) Add two filter criteria; owner and state, for example 5) Hit Create New Template 6) Run search, results are returned. 7) Click the search button again, the template is there but the fields/attributes are gone. Hugh - 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] Search templates in Beta 4
Great! If you have improvements for the flow how it use templates, just feel free to discuss. :) -Martin (http://edenhofer.de/) On 01.10.2010, at 21:15, Hugh Kelley wrote: Yes, that helps, though the behavior is still not quite what I would have expected. I've made a reply in the bug thread. Hugh On Fri, Oct 1, 2010 at 2:50 PM, Martin Edenhofer mar...@edenhofer.de wrote: Hi Hugh, maybe this helps: http://bugs.otrs.org/show_bug.cgi?id=6019 -Martin (http://edenhofer.de/) On 01.10.2010, at 19:10, Hugh Kelley wrote: I'm not sure if this a bug or user error, but I can't get a search template to save its fields. My steps: 1) Click the search button 2) Click Create New 3) Type in a template name 4) Add two filter criteria; owner and state, for example 5) Hit Create New Template 6) Run search, results are returned. 7) Click the search button again, the template is there but the fields/attributes are gone. Hugh - 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] viewing e-mail tickets in web-console
Hi Дмитрий, a) seems, that you have done everything right b) please check, if the email address of the customer is matching with the email address of the customer in the customer database Hope this will help. -Martin On 25.08.2010, at 22:17, Дмитрий Бехтерев wrote: Hello! I am new user and I'm starting learn OTRS as a base software for supporting users. So I create one group Clients and put to it my new customer user user. User user has ro and rw rights to this group. Also I create new queue AAA and put it to the group Clients. Also I set up PostMaster mail account and assaign it to my queue. Next I send e-mail from user user to OTRS mail. User has registered e-mail in my OTRS. Admin OTRS see the ticket that have been created on user's e-mail. But when user log in to customer web-part OTRS (customer.pl) he doesn't see anything. Is it possible view all e-mail based tickets also in customer web interface? Thanks. Blog: http://edenhofer.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
Re: [otrs] Problems on Dashboard due to rss feed
Hi Nuno, thanks for the hint. It's working now correctly. Many thanks for your help! PS: Package Manager and Support Assessment is working fine on my site. Any error logs? -Martin On 19.08.2010, at 14:46, Nuno Vieira | rackspot wrote: Hello, Today we noticed some strange behaviour on OTRS dashboard. After user authentication, the default OTRS page was blank. We digged a lot on logs to try to understand why, but found no info. This happened only in few users. After having a deeper look, and after the deactivation of Framework - Frontend::Agent::Dashboard and DashboardBackend###0410-RSS we finally got the OTRS properly working. The behaviour only happened on users that had this enabled on their dashboard. http://otrs.org/rss/ seems to be broken, returning errors, and disrupting OTRS. http://validator.w3.org/feed/check.cgi?url=http%3A%2F%2Fotrs.org%2Frss%2F Also, can't get Package Manager and Support Assessment to work too, returning a blank page. Can others confirm this ? or it is only my bad luck ? Cheers, --- Nuno Vieira rackspot | redefining hosting [Email] n...@rackspot.com [Phone] +351 21 114 2300 [Fax] +351 21 114 2301 [Web] http://rackspot.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] Source for Iphone Application
Hi Erling, I want to offer you support for the server site (do you have docu what you want to have?). I see, there are more people interested. Should we start a public project group?Who wants to join? -Martin (OTRS.org founder) On Aug 12, 2010, at 10:21, Erling Lothe e...@adell.no wrote: Hey again, I have been working on an Android app the last two weeks. Currently it just reads tickets, you have the possibility to assign tickets and add them to your phones calendar. The problem is that most of the time I struggle on the server side to get data in and out of otrs. On the server side I have some PHP returning JSON to the phone. Therefor if I could get some documentation on how the JSON requests to and from the iphone-handler is it would really make my work easier. Since I already use JSON queries it would be easy to rewrite the few lines of code to use the iphone-handler instead. Vennlig hilsen - Best regards - Saludos Cordiales Erling Lothe IT Consultant Adell Group AS Phone: +47 52003565 / +47 91831658 Email: e...@adell.no -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jos Vos Sent: 11. august 2010 17:04 To: User questions and discussions about OTRS. Subject: Re: [otrs] Source for Iphone Application Hi, On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote: The iPhone app is not written in Perl, as that is not supported on the iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle, which is server-side, and is written in Perl just as the rest of the OTRS platform. I'm not involved with the iPhone app, but I do know there is a reason that the iPhone source code is NOT AGPL licensed, and not publicly available. All our source code is AGPL licensed, and available, including the iPhone handle that should be installed server-side, except for the iPhone app. I'll see if I can get more explanation for you. What are the plans for an Android version? Android or (or otherwise will be soon) more popular in the open community than the closed iPhone. Thanks, -- --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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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] upgrade 3.0 notes
Hi Marco, can it be, that you use OTRS 2.4.7 with ITSM? ITSM is not ready for OTRS 3.0 at this moment. -Martin On 02.08.2010, at 10:21, Marco Vannini wrote: Hi all, Some notes during the update process. In test I'm using a gentoo having a production copy of OTRS 2.4.7 (that is on a fedora 11 though). preupgrade script: cadreghino otrs # cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1061 (42000) at line 12: Duplicate key name 'ticket_until_time' ERROR 1050 (42S01) at line 50: Table 'virtual_fs' already exists ERROR 1050 (42S01) at line 63: Table 'virtual_fs_preferences' already exists ERROR 1050 (42S01) at line 73: Table 'virtual_fs_db' already exists ERROR 1101 (42000) at line 343: BLOB/TEXT column 'content_type' can't have a default value (can be not considered ?) pl command: cadreghino otrs # scripts/DBUpdate-to-3.0.pl Start migration of the system... Need Ticket::ViewableStateType in Kernel/Config.pm! after a system restart, accessing with a Chrome 6b, I get : Browser Warning The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information. Going on testing with another browser. I'll update this if I'll get something else strange. Ciao ! 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled!
Hi, On 26.07.2010, at 10:28, Alexander Halle wrote: I think this is a really good idea. I'd love to participate in this meeting. What's the (possible) agenda ? I've set up a wiki page for coordination : http://wiki.otrs.org/index.php?title=OTRS_user_meeting_08/2010 Regarding the agenda, has anyone the old agenda as an orientation ? What was the start time, 11:00 ? Cool! Sounds like web 2.0! :) I also will participate! :) -Martin - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Agent last Login timestamp?
Or in OTRS 3.0, in admin interface you have the info last login also shown in the overview table. :) In case you want to access the data via the API, you can use GetUserData() and use the attribute UserLastLogin, which is an unix time stamp (also available in OTRS 2.4). Greetings, -Martin On 02.07.2010, at 09:50, Marco Vannini wrote: Yes it should be in the log MV On Fri, Jul 2, 2010 at 9:33 AM, Amit Sharma amit_...@yahoo.com wrote: Hi, Is there any way to find agent last login timestamp? regards, amit OTRS 2.4.7 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Antwort: Re: alpha 3 availability
Hi Markus, JFI, I'm still in the process of setting up a demo system. In your case, is it working after executing bin/otrs.RebuildConfig.pl? Also take care, that /otrs-web/ points to the now directory, many new css and js files are in there. PS: Remember, OTRS 3.0 is still alpha. ;) -Martin On 02.07.2010, at 11:04, Markus Moj wrote: Hey, I´ve set up a demo server with the alpha version but I´m not able to login into the OTRS 3 Alpha Agent Login. I would say that I made a config error there for I would like to know if there is a documentation that I could follow to install / get running my OTRS 3? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 graycol.gifMartin Edenhofer ---25.06.2010 12:06:13---Hi Marek, OTRS is open source. And all the source code is public available. Von: Martin Edenhofer mar...@otrs.org An: User questions and discussions about OTRS. otrs@otrs.org Datum:25.06.2010 12:06 Betreff: Re: [otrs] alpha 3 availability Gesendet von: otrs-boun...@otrs.org Hi Marek, OTRS is open source. And all the source code is public available. Just take CVS head. This is the current OTRS 3 stage. :) -Martin On 25.06.2010, at 11:02, marekh...@poczta.onet.pl wrote: Hi, I just saw very impressive demo of OTRS 3 available on otrs.org main page. They mention there about availability of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried to get alpha 3? Maybe I missed something or it is not yet shared? Thanks in advance for your help Marek- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Antwort: Re: Antwort: Re: alpha 3 availability
Any java script error? Any error in the apache error log? -Martin On 02.07.2010, at 11:47, Markus Moj wrote: Hey, Thanks for the fast replay. My System is already up and running, thats not the Problem. I just can´t enter any credetials to login into my system, that´s the problem I´m fahcing right now. Well it exactly pointing to the right directory, here is my otrs.conf # agent, admin and customer frontend ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ # if mod_perl is used IfModule mod_perl.c # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options Location /otrs # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all /Location /IfModule # directory settings Directory /opt/otrs/bin/cgi-bin/ AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all /Directory Directory /opt/otrs/var/httpd/htdocs/ AllowOverride None Order allow,deny Allow from all /Directory # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 graycol.gifMartin Edenhofer ---02.07.2010 11:39:35---Hi Markus, JFI, I'm still in the process of setting up a demo system. Von: Martin Edenhofer mar...@otrs.org An: User questions and discussions about OTRS. otrs@otrs.org Datum:02.07.2010 11:39 Betreff: Re: [otrs] Antwort: Re: alpha 3 availability Gesendet von: otrs-boun...@otrs.org Hi Markus, JFI, I'm still in the process of setting up a demo system. In your case, is it working after executing bin/otrs.RebuildConfig.pl? Also take care, that /otrs-web/ points to the now directory, many new css and js files are in there. PS: Remember, OTRS 3.0 is still alpha. ;) -Martin On 02.07.2010, at 11:04, Markus Moj wrote: Hey, I´ve set up a demo server with the alpha version but I´m not able to login into the OTRS 3 Alpha Agent Login. I would say that I made a config error there for I would like to know if there is a documentation that I could follow to install / get running my OTRS 3? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 graycol.gifMartin Edenhofer ---25.06.2010 12:06:13---Hi Marek, OTRS is open source. And all the source code is public available. Von: Martin Edenhofer mar...@otrs.org An: User questions and discussions about OTRS. otrs@otrs.org Datum: 25.06.2010 12:06 Betreff: Re: [otrs] alpha 3 availability Gesendet von: otrs-boun...@otrs.org Hi Marek, OTRS is open source. And all the source code is public available. Just take CVS head. This is the current OTRS 3 stage. :) -Martin On 25.06.2010, at 11:02, marekh...@poczta.onet.pl wrote: Hi, I just saw very impressive demo of OTRS 3 available on otrs.org main page. They mention there about availability of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried to get alpha 3? Maybe I missed something or it is not yet shared? Thanks in advance for your help Marek- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] alpha 3 availability
Hi Marek, OTRS is open source. And all the source code is public available. Just take CVS head. This is the current OTRS 3 stage. :) -Martin On 25.06.2010, at 11:02, marekh...@poczta.onet.pl wrote: Hi, I just saw very impressive demo of OTRS 3 available on otrs.org main page. They mention there about availability of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried to get alpha 3? Maybe I missed something or it is not yet shared? Thanks in advance for your help Marek - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Neue Nachricht sowohl an Besitzer als auch an den Verantwortlichen
Hi Michael, in OTRS 2.4 gibt es leider diese Funktionalität nicht. Jedoch gibt es ab OTRS 3.0 diese Funktionalität. Nicht nur für locked, resposible sondern auch für watched Tickets. Liebe Grüße, -Martin On 22.06.2010, at 11:38, Michael Ruczenski wrote: Hallo Liste, ist es möglich, dass eine Benachrichtigung über eine neu eingegangene E-Mail sowohl an den Besitzer, auf den das Ticket gesperrt ist, als auch an den Verantwortlichen geht. Momentan werden Antworten auf die entsprechende Ticketnummer lediglich dem Besitzer gemeldet. Der Verantwortliche erhält keinerlei Benachrichtigung darüber, dass der Kunde geantwortet hat. Viele Grüße Michael - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Can OTRS use a proxy for the dashboard data?
Hi Ralf, yes you can! :) Admin Interface - SysConfig - Framework - Core::WebUserAgent - WebUserAgent::Proxy :) PS: After you changed SysConfig, use bin/otrs.CacheDelete.pl (because dashboard widgets are cached). -Martin On 24.03.2010, at 06:09, Ralf Hildebrandt wrote: The dashboard contains: Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (connect: timeout)) So, can OTRS use a proxy? -- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] otrs-web setting in conf files
Hi Sharif, Admin Interface - SysConfig - Framework - Core::Web - Frontend::WebPath -Martin On 23.03.2010, at 15:52, sharif islam wrote: Hi, I am testing a newer version of OTRS in the same machine that has the current installation. Hence I created otrsnew.conf in httpd conf which has: ScriptAlias /otrsnew/ /otrsnew/bin/cgi-bin/ Alias /otrsnew-web/ /otrsnew/var/httpd/htdocs/ However, when I go to /otrsnew/index.pl and login, all my images and css stylesheets are messed up. Looking at the source reveals that the page is still pointing to otrs-web instead of otrsnew-web !--stop MetaLink -- link rel=shortcut icon href=/otrs-web/images/Standard/product.ico type=image/ico/ link href=/otrs-web/css/Standard/agent.css rel=stylesheet type=text/css/ Where else do I need to change the name? thanks, --sharif - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Envelope-To Header
Hi Luís,
you are right. I created a bug report for this right now (also Delivered-To and
X-Original-To should get checked).
http://bugs.otrs.org/show_bug.cgi?id=5161
It's implemented for upcoming OTRS 3.0 now.
Many thanks for your help! :)
Greetings,
-Martin
On 22.03.2010, at 15:30, Luís Gomes wrote:
Hello there, i was having an issue where the To: header was empty on some
emails and the header that had the needed email was Envelope-To:
This was causing the ticket to be created on the Raw queue instead of the
queue associated with that email address (because it didn't find anything on
the To: header)
I seem to have solved it by changing line 54 of file
Kernel/System/Postmaster/DestQueue.pm from:
for (qw(Cc To Resent-To)) {
to:
for (qw(Cc To Resent-To Envelope-To)) {
From some tests I've done everything seems to be working correctly but I was
wondering if anybody that is more knowledgeable with OTRS and Perl in general
finds any problem that this might cause?
Also I wonder why isn't this header already considered by OTRS since from
what I've been reading the Envelope-To header seems to be more important than
the To: header.
Thanks.
-
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Re: [otrs-de] Kundennummer nachträglich (für all e Tickets) ändern
On 18.03.2010, at 17:52, Torsten Thau wrote: Es sollten die Einträge überall, also die der Personen und die der Tickets geändert werden. Ich denke daran dass wenn man die Kundennummer einer Person über die Web-GUI ändert das nicht die Kundennummerzuordnung der Tickets ändert. Man muss das Ticket danach wieder mit dem veränderten Kundeneintrag verknüpfen. Da die Änderung aber nun einige tausend Tickets betrifft muss ein Automatismus her. Ist das oben beschriebene möglich? nach derzeitigem Stand, ist dies nur mittels SQL-Anweisung z.B. via der SQL-Box im Adminbereich moeglich. Ich habe hier eine zusätzliche Anmerkung. Das setzen der neuen Kundennummerzuordnung (hier in diesen Fall bei tausend Tickets) sollte man über den GenericAgent im Admin-Interface machen. Das hat den Vorteil, dass die Änderung am Ticket protokolliert wird und die Revisionssicherheit von OTRS weiter unterstützt wird (alle Änderungen werden in der ticket_history protokolliert). Zudem stimmen Statistiken, welche später generiert werden noch. :) Von Änderungen direkten per SQL-Änderungen würde ich generell nicht machen (lieber über die API oder SOAP). :) Für Profis zumindest nicht in den Ticket-Tabellen (ticket, ticket_history, article, article_attachment), wegen der Revisionssicherheit. Liebe Grüße, -Martin - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Kundennummer nachträglich (für all e Tickets) ändern
Hi Torsten, On 19.03.2010, at 11:49, Torsten Thau wrote: Es sollten die Einträge überall, also die der Personen und die der Tickets geändert werden. Ich denke daran dass wenn man die Kundennummer einer Person über die Web-GUI ändert das nicht die Kundennummerzuordnung der Tickets ändert. Man muss das Ticket danach wieder mit dem veränderten Kundeneintrag verknüpfen. Da die Änderung aber nun einige tausend Tickets betrifft muss ein Automatismus her. Ist das oben beschriebene möglich? nach derzeitigem Stand, ist dies nur mittels SQL-Anweisung z.B. via der SQL-Box im Adminbereich moeglich. Ich habe hier eine zusätzliche Anmerkung. Das setzen der neuen Kundennummerzuordnung (hier in diesen Fall bei tausend Tickets) sollte man über den GenericAgent im Admin-Interface machen. ...das ist korrekt. Natuerlich muesste man das fuer jeden Kundennutzer tun dessen Kundennummer sich aendert. Was bei vielen Aenderungen ueber den GUI-GenericAgent eine ziemliche Klickerei werden koennte. Ideal waeren hier die schon vorgeschlagenen CustomerEvents analog zu den Ticket- oder CI-Events bzw. einfach eine entsprechende Anpassung im Code. In jedem Fall muss die Aktualisierung der bestehenden Tickets hinsichtlich der KundenID aber konfigurier-/waehlbar sein. Jo. Bzw. Ich sehe auch den Use-Case, dass man die Kunden ändern können müsste, ohne die Ticket-Zurodnung zu ändern (bzw. ich meine beide Möglichkeiten). D. h. wenn man in der GUI gefragt werden würde, ob man die Zuordnung auch gleich mit ändern wollen würde fände ich auch sehr schick. :) Ist im GUI Konzept für OTRS 3 mit drin (ich denke wir sollten bald die neue GUI offiziell vorstellen, damit es transparenter ist). :) Das hat den Vorteil, dass die Änderung am Ticket protokolliert wird und die Revisionssicherheit von OTRS weiter unterstützt wird (alle Änderungen werden in der ticket_history protokolliert). Zudem stimmen Statistiken, welche später generiert werden noch. :) Der erste Teil ist klar, beim zweiten haenge ich etwas: inwiefern hat eine (zugegebenermassen unsaubere) Aenderung der KundenID an Tickets via Direkt-SQL eine Auswirkung auf die Korrektheit der Statistiken? Kein Problem. Es ist so, dass Aufgrund der Ticket-Historie auch Statistiken erstellt werden können. Ein Beispiel ist: Gibt mir heute (19.03.2010) die Anzahl der Offenen Tickets zum 31.12.2009. Oder welche Kunden-ID hatte am 31.12.2009 wie viele offene Tickets. Gerne auch mehr Infos. :) Liebe Grüße, -Martin - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] New message! alert is gone...
Hi Raphael,
On 16.03.2010, at 12:13, Raphael Thoma wrote:
this feature got dropped in OTRS 2.4 because of the new global overviews
(you know you can switch between s/m/l ticket overview mode).
In the meantime I was able to reactivate this feature even in OTRS 2.4 (or at
least the notify-Module, which is the most important thing). The following
options in the Config.pm solved the Problem:
$Self-{'Frontend::NotifyModule'}-{'4-Ticket::TicketNotify'} = {
'Module' = 'Kernel::Output::HTML::NotificationAgentTicket'
};
Because we use OTRS in our daily work we are unable to wait for 2.5 or 3.0 ;-)
Ok, I understand! :)
But, I have good news! A much more powerful feature got already implemented
for next OTRS major release (OTRS 2.5/3.0).
A add some screenshots of this new cool feature to show what I mean.
In future you have the opportunity to see new message or also other meta
infos on ticket level systemwide. In ticket overviews, dashboard, ticket
zoom... and so on. You also will have filters to only see tickets in
overview with new messages/new articles. :)
That's a really nice addition - especially the thing with the filters.
However, I'm not quote sure if you mean that the
NotifyModule::NotificationAgentTicket is also going to be dropped out. If
this is going to be dropped, an agent has to look into the dashboard for new
tickets all the time. It's very useful to get informed about new tickets
wherever you are in OTRS and without clicking on dashboard first.
Currently we think to cover it via this kind of information. For example in
this case the agent has 57 responsible tickets with 41 as new article. 4
watched with out any new article. And 24 locked with 9 new article. Would this
cover your your needs?
inline: Screen shot 2010-03-16 at 12.14.46.png
Thanks for feedback!
-Martin-
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Re: [otrs-de] Schrift (Type,Größe) im Ticket editor
Hi Karl, On 29.01.2010, at 13:09, Heindl Karl wrote: Ich habe mal eine Frage: wie kann man die Schrift (Font u. Größe) im Ticket-Editor (YUI) verändern? Ich verwende IE8 unter XP und OTRS 2.4.6 Du meinst die Default Werte für den Rich-Text-Editor? Admin - SysConfig - Group: Framework - Core::Web - Frontend::RichText::DefaultCSS --Martin - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Notify Customer of Agent AddNote Functionality
Hi Scott, the agent can also use compose answer to the customer. For this you need to assign Responses to Queues. Admin - Responses - Queue, select your queue and assign min. one response to this queue. After that you will find at least one possible Response in Ticket Zoom view (right site, directly under the customer information). -Martin On 28.01.2010, at 19:02, Scott Carter wrote: I’ve been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good… until I realized one KEY thing missing! From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no? How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission -agent solve -customer notified of closure? What if the agent needs more information or needs to let the customer know of an update? Is the customer required to frequently check the web console to see if there has been updates? I can’t believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I’ve searched the forum and haven’t come up with any solutions. (using otrs 2.4.5) --side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread. Thanks, Scott Carter - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notify Customer of Agent AddNote Functionality
Hi Maurício, yes, that's true. To make the notifications more flexible (events, different attributes, different recipients, ...) this feature got dropped. Maybe we should also add customer attributes available in the notification event admin screen? So you would be able to create also notifications depending on customers language (or on other customer attributes like location, company or email address). Any comments? -Martin On 28.01.2010, at 20:07, Maurício Ramos wrote: Hello, by a test using version 2.4.6, it seems that notifications configured through this feature “Notification (Event)” do not take into account the language preference of the one that is going to receive the notification. I created 2 notifications like ‘en::Customer::StateUpdate’ and ‘pt_BR::Customer::StateUpdate’ and the result was that the customer (that had his language preference configured to pt_BR) received two notifications. Is this correct? Can be workarounded? Thank you all. image001.gif Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129 mauricio.ra...@wedotechnologies.com www.wedotechnologies.com Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Re Digest message 4 was: TicketFreeText not showing up on new ticket form
Hi Robyn, you can configure for each Ticket Action screen if and what free text fields you want to see/to use. Just go to Admin - SysConfig - Group: Ticket - Sub Group: Frontend::Agent::Ticket::ViewPhoneNew - TicketFreeText and define what free text fields you want to use. 0 = not used 1 = used 2 = used and required PS: See in Sub Group: Frontend::Agent::Ticket::View* for other screen settings. -Martin On 28.01.2010, at 20:00, Robyn Warrington wrote: I need to clearify. The Free text field doesn't show up on the New Ticket form not a new ticket. But I can see the free text fields 1 and 2 just not 3. I'm wondering, if you look at the steps I've given if I missed a step to make free text key 3 show up on new ticket form? Thanks for your assistance! Robyn Warrington - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] dealing with article_attachment table
Hi Leonardo, Admin - SysConfig - Group: Ticket - Sub Group: Core::Ticket - Ticket::StorageModule - FS. After that all new attachments get stored to the local file system. -Martin On 28.01.2010, at 17:55, Leonardo Certuche wrote: Hi there, After less than two months our article_attachment table is occupying 70% of our total database size. Does anyone know about a way of storing articles outside the main database? In the following thread http://www.mail-archive.com/otrs@otrs.org/msg21102.html, Dieter proposes to switch it to filesystem from configuration but I could not find it in SysConfig. Does anyone know where? Any help is much appreciated. Thanks in advance, Leonardo Certuche - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Dateinhänge in Tickets
Hi Peter, das ist auch im OTRS 2.4 Standard so, dass diese nicht angezeigt werden (nur richtige Anhänge). Der Bug liegt wo anders. ;) Viele Grüße, -Martin On 25.01.2010, at 16:13, Peter Wohlers wrote: wir setzen hier OTRS 2.4.5 mit CiCS 3.1.1 ein. Funktioniert soweit problemlos, allerdings stört es etwas, wenn bei eingehenden E-Mails im HTML-Format diese im OTRS danach 2 Anhänge haben: - ein Anhang mit dem Text (nur Text) - ein Anhang mit HTML-Quellcode und Text Bei Mails im reinen Text-Format erscheinen keine Anhänge. (außer natürlich bei angehängten Dateien...) Gibt es Parameter, mit denen das zu steuern ist? -- Mit freundlichen Grüßen Peter Wohlers - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Udate OTRS 2.4.4 auf 2.4.6
Hi Markus, im Patchlevel reicht genau das aus. :) -Martin On Jan 16, 2010, at 12:18, Markus o...@rohrer.info wrote: Hallo, ich möchte OTRS auf unserem Server von Version 2.4.4 auf 2.4.6 aktualisieren. Reicht es dazu aus das Paket in das Programmverzeichnis zu entpacken oder müssen noch weitere Aktivitäten vorgenommen werden? Gruß Markus - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Bug with Ticket::Frontend::AgentTicketCompose###StateDefault:
Hi Philippe, which OTRS version? Greetings, -Martin On 15.01.2010, at 16:25, Martignier, Philippe wrote: Hi there, This parameter should force the next ticket state when composing an answer. Ticket::Frontend::AgentTicketCompose###StateDefault: works only for the first answer. If more than answer exist, the next ticket state will always be open. … Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Empty mails deleted
Hallo Andre, is it possible that two PostMasterMailbox.pl was running at same time? I found out, that some mail server are not locking a mailbox, so two can fetch email the same time and the first one wins, the second one tries to fetch it too, but gets as error Can't process mail, email no x is empty!. So basically in this case no email get's lost, but still the error message is really confusing. This would be no problem if the mail server would lock the mailbox during the connection of the first one. -Martin On 15.01.2010, at 14:25, mono...@gmx.net wrote: Hello List. Im using OTRS 2.4.6. I just got some errors from cron: Message: POP3: Can't process mail, email no 1 is empty! Unfortunately this mails are not saved in /opt/otrs/var/spool. Im afraid to loose mails of my customers. Does somebody else have this error? I already created a bug for this issue: http://bugs.otrs.org/show_bug.cgi?id=4739 This is the full error message: ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 1 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 2 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 3 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 4 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 5 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 6 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 7 is empty! Traceback (26626): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 140 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 201 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs//bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.10.0 OS: linux Time: Fri Jan 15 13:41:25 2010 Message: POP3: Can't process mail, email no 8 is empty! Traceback
Re: [otrs] Upgrade to 2.4.6
Hi Gordon, in patch level (e. g. 2.4.5 to 2.4.6) just upgrade the new RPM, restart your web server and everything is fine. 1) rpm -Uvh otrs-2.4.6.xxx.rpm 2) /etc/init.d/apache restart Done. -Martin On 13.01.2010, at 13:02, Gordon O'Brien wrote: My first install of otrs was 2.4.5. on Linux from an rpm package. I am interested in upgrading to v2.4.6 but I am unsure of the procedure. Do I follow the same procedure as for the 2.3 to 2.4 rpm upgrade in the Admin documentation? Thanks Gordon - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] [2.4.5]LDAP:: CustomerSearch: Bad Filter
Hi Matthias,
fine! ;) Da muss ich jetzt aber passen. Mir kommt aus der ferne nur etwas noch
komisch vor.
BaseDN = 'ou=ABT,ou=BENUTZER,ou=ORT,dc=SUB,dc=DOMA,dc=IN',
BaseDN ist der Punkt im Baum, ab dem gesucht werden soll. Und das hier sieht
nach einen Punkt aus, der schon weit unten ist. Und ich sehe den User+PW für
den Bind-Benutzer (wie im Auth-Bereich) nicht. :)
Im Zweifelsfall kann ich Dir ab hier nur
http://www.otrs.com/de/support/enterprise-subscription/ empfehlen. :)
Grüße,
-Martin
On 13.01.2010, at 11:29, Matthias Borrack wrote:
Hallo Martin
das klang einleuchtend und hat zumindest den Bad filter eliminiert.
Danke. :)
Jetzt habe ich das Problem, dass die Abfrage wohl nicht funktioniert,
---8---
[Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:377]:
: LdapErr: DSID-0C090627, comment: In order to perform this
operation a successful bind must be completed on the connection., data
0, vece
---8---
was eigentlich bedeutet, dass der verwendete Benutzer nicht geeignet
ist. Die Daten für SearchUser habe ich per adsiedit direkt aus dem AD
gezogen ...
Dank und Grüße
Matthias
Martin Edenhofer schrieb:
Hi Matthias,
das Problem ist nicht in der Definition, sondern Perl kommt mit nichts im
Style von Key = , nicht klar.
In Deine Fall ignoriert perl da = , einfach und füllt es mit dem nächsten
Perl (hier Params).
Du musst da noch was dahinter schreiben (min. undef oder '').
Beispiel:
m...@lancelot:~ perl -e 'my %H = ( 1 = 1, 2 = 2, 3 = 3 ); for my $I
(sort keys %H) { print $I:$H{$I}\n; }'
1:1
2:2
3:3
m...@lancelot:~ perl -e 'my %H = ( 1 = 1, 2 = , 3 = 3 ); for my $I (sort
keys %H) { print $I:$H{$I}\n; }'
1:1
2:3
3:
m...@lancelot:~
Im zweiten Beispiel siehst Du, dass Perl das nicht versteht. Es sollte
eigentlich 1:1, 2:, 3:3 geschrieben werden.
Hier das selbe aber mit :
m...@lancelot:~ perl -e 'my %H = ( 1 = 1, 2 = , 3 = 3 ); for my $I
(sort keys %H) { print $I:$H{$I}\n; }'
1:1
2:
3:3
m...@lancelot:~
Und schon passt es wieder. ;)
Wenn Du also z. B. aus
AlwaysFilter = ,
AlwaysFilter = ,
und aus
CustomerUserSearchPrefix = ,
CustomerUserSearchPrefix = ,
machst, dann passt Deine Konfiguration also wieder (Perl Syntaktisch).
PS0: Ja, wenn Du einen Cache an hast, dass solltest Du vorher auf jeden Fall
noch ein bin/otrs.CacheDelete.pl machen.
PS1: Glauben musst Du es mir nicht. Aber ich weiß, dass es stimmt. Just my 2
cents. :)
Grüße,
-Martin
On 12.01.2010, at 19:23, Matthias Borrack wrote:
Hallo Martin
Das wäre zu einfach gewesen ;)
In der Config.pm sind keine Filter definiert.
Und in der
Die Zeile 377 in der CustomerSearch/LDAP.pm
# cache request
if ( $Self-{CacheObject} ) {
$Self-{CacheObject}-Set(
Type = $Self-{CacheType},
Key = 'CustomerSearch::' . $Filter,
Value = \%Users,
TTL = $Self-{CustomerUserMap}-{CacheTTL},
);
}
impliziert m. E., dass der Wert aus den Filter gesetzt wird, wenn es
denn einen gäbe?
Grüße
Matthias
Martin Edenhofer schrieb:
Hi Matthias,
ob Du Betriebsblind bist weiß ich nicht! ;)
Aber es ist ein Syntax-Problem wenn Du sowas wie AlwaysFilter = , hast.
Entweder die gesamte Zeile löschen, oder AlwaysFilter = undef, draus
machen, dann gehts.
Das selbe noch mal mit CustomerUserSearchPrefix = ,.
Lg,
-Martin
On 12.01.2010, at 16:27, Matthias Borrack wrote:
Hallo zusammen
ich glaube, ich bräuchte wieder einmal einen richtigen ... Schubs.
Irgendwie will die LDAP Abfrage des AD hinsichtlich der Kunden nicht
funktionieren:
---SCHNIPP OTRS-CGI-10[9010]:
[Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:377]:
Bad filter
--SCHNAPP---
Und das bei der Config:
---SCHNIPP---
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'SRV.SUB.DOMA.IN';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=SUB,dc=DOMA,dc=IN';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'OTRS';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'OTRSPW';
$Self-{'Customer::AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
$Self-{CustomerUser} = {
Name = 'DOMA.IN',
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'SRV.SUB.DOMA.IN',
BaseDN = 'ou=ABT,ou=BENUTZER,ou=ORT,dc=SUB,dc=DOMA,dc=IN',
SSCOPE = 'sub',
AlwaysFilter = ,
Params = {
port = 389,
timeout = 120,
async = 0,
version = 3,
},
},
CustomerKey = 'sAMAccountName',
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'sn', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'sn', 'mail'],
CustomerUserSearchPrefix = ,
CustomerUserSearchSuffix
Re: [otrs-de] [2.4.5]LDAP:: CustomerSearch: Bad Filter
Nun aber zum letzten mal. :)
Ich sehe im CustomerUser die UserDN und UserPw für den search bind gar nicht.
Params = {
# ...
UserDN = 'cn=otrs,ou=support,dc=sub,dc=doma,dc=in',
UserPw = 'PASSWORD',
# ...
BaseDN = 'dc=sub,dc=doma,dc=in', # bitte prüfen, da sollte diese
BaseDN drin sein.
},
-M
On 13.01.2010, at 14:35, Matthias Borrack wrote:
Hallo Christoph
Korrekter Weise muss ich zwei Sachen ergänzen. Zum einen teste ich die
Kundensuche, was u. U. auf einem Irrglauben meinerseits beruht und zum
anderen dass dieser ldapsearch
ldapsearch -h dc.sub.doma.in -x -LLL -D
CN=OTRS,OU=SUPPORT,DC=SUB,DC=DOMA,DC=IN -w PASSWORD -b
dc=SUB,dc=DOMA,dc=IN -s sub cn=Support*
erfolgreich ist. Die Daten entsprechend in der Config.pm eingetragen
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'dc.sub.doma.in';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=sub,dc=doma,dc=in';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} =
'cn=otrs,ou=support,dc=sub,dc=doma,dc=in';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'PASSWORD';
$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
$Self-{'Customer::AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
verursachen den u. g. Fehler, wenn ich auf Kundensuche gehe und dort zB
Support* eingeben.
Grüße
Matthias
Christoph Ohliger schrieb:
Matthias,
wenn ich mich da mal einmischen darf, ich denke Du nimmst den RDN und
nicht den DN bei der Auth ?
$Self-{'AuthModule::LDAP::SearchUserDN'} = *'OTRS';*
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'OTRSPW';
Grüße
Christoph
Matthias Borrack schrieb:
Es ist zum Mäuse melken ...
ldapsearch funktioniert, OTRS LDAP meckert
[Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:377]:
: LdapErr: DSID-0C090627, comment: In order to perform this
operation a successful bind must be completed on the connection., data
0, vece
Und ich schimpfe auf das AD :(
Grüße
Matthias
Matthias Borrack schrieb:
Hallo Martin
Es liegt am AD, welches die Anfrage grundsätzlich ignoriert.
Trotzdem Danke :)
Grüße
Matthias
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Re: [otrs-de] [2.4.5]LDAP:: CustomerSearch: Bad Filter
Hi Matthias,
ob Du Betriebsblind bist weiß ich nicht! ;)
Aber es ist ein Syntax-Problem wenn Du sowas wie AlwaysFilter = , hast.
Entweder die gesamte Zeile löschen, oder AlwaysFilter = undef, draus machen,
dann gehts.
Das selbe noch mal mit CustomerUserSearchPrefix = ,.
Lg,
-Martin
On 12.01.2010, at 16:27, Matthias Borrack wrote:
Hallo zusammen
ich glaube, ich bräuchte wieder einmal einen richtigen ... Schubs.
Irgendwie will die LDAP Abfrage des AD hinsichtlich der Kunden nicht
funktionieren:
---SCHNIPP OTRS-CGI-10[9010]:
[Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:377]:
Bad filter
--SCHNAPP---
Und das bei der Config:
---SCHNIPP---
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'SRV.SUB.DOMA.IN';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=SUB,dc=DOMA,dc=IN';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'OTRS';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'OTRSPW';
$Self-{'Customer::AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
$Self-{CustomerUser} = {
Name = 'DOMA.IN',
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'SRV.SUB.DOMA.IN',
BaseDN = 'ou=ABT,ou=BENUTZER,ou=ORT,dc=SUB,dc=DOMA,dc=IN',
SSCOPE = 'sub',
AlwaysFilter = ,
Params = {
port = 389,
timeout = 120,
async = 0,
version = 3,
},
},
CustomerKey = 'sAMAccountName',
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'sn', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'sn', 'mail'],
CustomerUserSearchPrefix = ,
CustomerUserSearchSuffix = '*',
...
---SCHNAPP---
Bin ich so Betriebsblind?
Dank und Grüße
Matthias
-
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Re: [otrs-de] [2.4.5]LDAP:: CustomerSearch: Bad Filter
Hi Matthias,
das Problem ist nicht in der Definition, sondern Perl kommt mit nichts im
Style von Key = , nicht klar.
In Deine Fall ignoriert perl da = , einfach und füllt es mit dem nächsten
Perl (hier Params).
Du musst da noch was dahinter schreiben (min. undef oder '').
Beispiel:
m...@lancelot:~ perl -e 'my %H = ( 1 = 1, 2 = 2, 3 = 3 ); for my $I (sort
keys %H) { print $I:$H{$I}\n; }'
1:1
2:2
3:3
m...@lancelot:~ perl -e 'my %H = ( 1 = 1, 2 = , 3 = 3 ); for my $I (sort
keys %H) { print $I:$H{$I}\n; }'
1:1
2:3
3:
m...@lancelot:~
Im zweiten Beispiel siehst Du, dass Perl das nicht versteht. Es sollte
eigentlich 1:1, 2:, 3:3 geschrieben werden.
Hier das selbe aber mit :
m...@lancelot:~ perl -e 'my %H = ( 1 = 1, 2 = , 3 = 3 ); for my $I (sort
keys %H) { print $I:$H{$I}\n; }'
1:1
2:
3:3
m...@lancelot:~
Und schon passt es wieder. ;)
Wenn Du also z. B. aus
AlwaysFilter = ,
AlwaysFilter = ,
und aus
CustomerUserSearchPrefix = ,
CustomerUserSearchPrefix = ,
machst, dann passt Deine Konfiguration also wieder (Perl Syntaktisch).
PS0: Ja, wenn Du einen Cache an hast, dass solltest Du vorher auf jeden Fall
noch ein bin/otrs.CacheDelete.pl machen.
PS1: Glauben musst Du es mir nicht. Aber ich weiß, dass es stimmt. Just my 2
cents. :)
Grüße,
-Martin
On 12.01.2010, at 19:23, Matthias Borrack wrote:
Hallo Martin
Das wäre zu einfach gewesen ;)
In der Config.pm sind keine Filter definiert.
Und in der
Die Zeile 377 in der CustomerSearch/LDAP.pm
# cache request
if ( $Self-{CacheObject} ) {
$Self-{CacheObject}-Set(
Type = $Self-{CacheType},
Key = 'CustomerSearch::' . $Filter,
Value = \%Users,
TTL = $Self-{CustomerUserMap}-{CacheTTL},
);
}
impliziert m. E., dass der Wert aus den Filter gesetzt wird, wenn es
denn einen gäbe?
Grüße
Matthias
Martin Edenhofer schrieb:
Hi Matthias,
ob Du Betriebsblind bist weiß ich nicht! ;)
Aber es ist ein Syntax-Problem wenn Du sowas wie AlwaysFilter = , hast.
Entweder die gesamte Zeile löschen, oder AlwaysFilter = undef, draus
machen, dann gehts.
Das selbe noch mal mit CustomerUserSearchPrefix = ,.
Lg,
-Martin
On 12.01.2010, at 16:27, Matthias Borrack wrote:
Hallo zusammen
ich glaube, ich bräuchte wieder einmal einen richtigen ... Schubs.
Irgendwie will die LDAP Abfrage des AD hinsichtlich der Kunden nicht
funktionieren:
---SCHNIPP OTRS-CGI-10[9010]:
[Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:377]:
Bad filter
--SCHNAPP---
Und das bei der Config:
---SCHNIPP---
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'SRV.SUB.DOMA.IN';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=SUB,dc=DOMA,dc=IN';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'OTRS';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'OTRSPW';
$Self-{'Customer::AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
$Self-{CustomerUser} = {
Name = 'DOMA.IN',
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'SRV.SUB.DOMA.IN',
BaseDN = 'ou=ABT,ou=BENUTZER,ou=ORT,dc=SUB,dc=DOMA,dc=IN',
SSCOPE = 'sub',
AlwaysFilter = ,
Params = {
port = 389,
timeout = 120,
async = 0,
version = 3,
},
},
CustomerKey = 'sAMAccountName',
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'sn', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'sn', 'mail'],
CustomerUserSearchPrefix = ,
CustomerUserSearchSuffix = '*',
...
---SCHNAPP---
Bin ich so Betriebsblind?
Dank und Grüße
Matthias
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Re: [otrs-de] Fehler No Permission to use this frontend module! nach Erstinstallation
Hi Gerd, Du schreibst Du machst eine Installation (Erstinstallation). Dafür machst Du etwas zu viel! :) Die gesamten DBUpdate-to-*.sql Skripte darfst Du nicht verwenden. Die sind nur für ein Upgrade gedacht. Also, lösche noch mal Deine DB, mach nur wie im INSTALL bzw. README.database beschrieben und gut ist es. Ich empfehle Dir übrigens gleich ein OTRS 2.4 zu verwenden. Ich sehe Du installierst OTRS 2.1. Das ist schon einige Jahre alt. ;) Grüße, -Martin On 12.01.2010, at 13:15, Gerd Koenig wrote: Hallo, ich bin an meinen ersten Schritten mit OTRS und habe die Installation (vermutlich) erfolgreich gemeistert. Die Umgebung: Centos5.4, Postgres8.4, apache 2 Die Installation habe ich wie folgt durchgeführt: yum install otrs open command line - psql -U postgres #psqlcreate role otrs password 'otrs' nosuperuser; #psqlcreate database otrs owner otrs; #psql\q cd /var/www/otrs/scripts/database psql -U otrs otrs -f otrs-schema.postgresql.sql psql -U otrs otrs -f initial_insert.sql psql -U otrs otrs -f otrs-schema-post.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-1.0.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-1.1.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-1.2.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-1.3.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-2.0.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-2.1.postgresql.sql ./SetPermissions.sh /var/www/otrs otrs apache apache apache /etc/init.d/otrs start Nach dem Öffnen der URL http://localhost/otrs/index.pl und Eingabe der Standard-Erstbenutzerdaten r...@localhost und root erhalte ich den Fehler: No Permission! Message: No Permission to use this frontend module! Dieser Fehler taucht auch nach einem Neustart von apache, postgres, otrs auf.. (beim ersten google'n bin ich öfters auf diesen Hinweis gestossen) ?!?! Wer kann mir weiterhelfen, damit der Erstlogin klappt ? vielen Dank...GERD... - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Fehler No Permission to use this frontend module! nach Erstinstallation
JFI - http://otrs.org/download/ - CentOS - OTRS 2.4.6 for RHEL 4,5,6 + CentOS 4,5,6 RPM :) Gruß, -Martin On 12.01.2010, at 21:28, Gerd Koenig wrote: Hallo Martin, vielen Dank für Deine Antwort. Ich werde das nochmals in Ruhe beginnen (also morgen ;-) ), und melde mich dann wieder. Das mit der etwas älteren Version liegt einfach an meiner Bequemlichkeit :-)) . Ich hab mir mal einfach das geschnappt, was mir die Standardrepositories von CentOS angeboten haben Gruss--GERD-- On Tuesday 12 January 2010 9:22:06 pm Martin Edenhofer wrote: Hi Gerd, Du schreibst Du machst eine Installation (Erstinstallation). Dafür machst Du etwas zu viel! :) Die gesamten DBUpdate-to-*.sql Skripte darfst Du nicht verwenden. Die sind nur für ein Upgrade gedacht. Also, lösche noch mal Deine DB, mach nur wie im INSTALL bzw. README.database beschrieben und gut ist es. Ich empfehle Dir übrigens gleich ein OTRS 2.4 zu verwenden. Ich sehe Du installierst OTRS 2.1. Das ist schon einige Jahre alt. ;) Grüße, -Martin On 12.01.2010, at 13:15, Gerd Koenig wrote: Hallo, ich bin an meinen ersten Schritten mit OTRS und habe die Installation (vermutlich) erfolgreich gemeistert. Die Umgebung: Centos5.4, Postgres8.4, apache 2 Die Installation habe ich wie folgt durchgeführt: yum install otrs open command line - psql -U postgres #psqlcreate role otrs password 'otrs' nosuperuser; #psqlcreate database otrs owner otrs; #psql\q cd /var/www/otrs/scripts/database psql -U otrs otrs -f otrs-schema.postgresql.sql psql -U otrs otrs -f initial_insert.sql psql -U otrs otrs -f otrs-schema-post.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-1.0.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-1.1.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-1.2.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-1.3.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-2.0.postgresql.sql psql -U otrs otrs -f /var/www/otrs/scripts/DBUpdate-to-2.1.postgresql.sql ./SetPermissions.sh /var/www/otrs otrs apache apache apache /etc/init.d/otrs start Nach dem Öffnen der URL http://localhost/otrs/index.pl und Eingabe der Standard-Erstbenutzerdaten r...@localhost und root erhalte ich den Fehler: No Permission! Message: No Permission to use this frontend module! Dieser Fehler taucht auch nach einem Neustart von apache, postgres, otrs auf.. (beim ersten google'n bin ich öfters auf diesen Hinweis gestossen) ?!?! Wer kann mir weiterhelfen, damit der Erstlogin klappt ? vielen Dank...GERD... - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Benachrichtigung bei Statusänderung
Hi Klaus, das sind in OTRS 2.4 die Event-Basierten Benachrichtigung geworden. D. h. Du kannst jetzt noch flexibler Benachrichtigungen erstellen (fest gemacht anhand Attributen und Ereignissen). :-) Im Admin-Interface - Benachrichtigung (Ereignis) -Martin On 09.01.2010, at 13:55, Klaus Rörig wrote: Hallo List, ich habe unser OTRS von 2.3 auf 2.4 gezogen. Unter 2.3. konnte ich in den Queue-Einstellungen festlegen, dass Kunden informiert werden, wenn sich der Status eines Tickets ändert. Wo sind diese Einstellungen in 2.4? Danke. Mit freundlichen Grüßen Klaus Rörig -- * Regionalverkehr Köln GmbH RVK - Wir bewegen die Region Klaus Rörig Systembetreuung Linux/Windows/Technik/User Helpdesk Theodor-Heuss-Ring 38-40 50668 Köln Fon: +49 221 - 1637- 0 Fax: +49 221 - 1637- 226 E-Mail: klaus.roe...@rvk.de Web: http://www.rvk.de Sitz der Gesellschaft : Köln ; Amtsgericht Köln: HRB 7432 Vorsitzender des Aufsichtsrates: Landrat Günter Rosenke Geschäftsführer: Eugen Puderbach Die in dieser Nachricht enthaltenen Informationen sind vertraulich. Sie sind nur für den Adressaten bestimmt. Bitte benachrichtigen Sie den Absender, falls Sie nicht der beabsichtigte Empfänger sein sollten, und löschen Sie diese Nachricht umgehend aus Ihrem System. Aus Rechts- und Sicherheitsgründen sind die in dieser E-Mail und Ihren Anhängen gegebenen Information nicht rechtsverbindlich. Insbesondere gelten E-Mail oder Anhänge nicht als rechtsverbindliche Willenserklärungen. Vertragsabschlüsse oder einseitige Willenserklärungen erfolgen nur schriftlich. Beachten Sie bitte, dass jede Form der unautorisierten Nutzung, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhaltes dieser E-Mail nicht gestattet ist. - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Bug #4433 remains unfixed, despite status = Resolved?
Hi Mike, On 06.01.2010, at 08:01, Mike Morris wrote: I've just realized that my OTRS system is defaulting to closed successful whenever an Agent replies with a Response Template, including the default Empty Answer one. After much troubleshooting I found the problem, and searched Bug DB... found it has been reported multiple times. Bug 4433 reports being the fix, by modifying Kernel/Modules/AgentTicketCompose.pm to new rev 1.81.2.3. However, when clicking the provided link to view 1.81.2.3 of AgentTicketCompose.pm, the faulty code is still present. (An if/else structure that causes the passed StateID to always be the next state, as opposed to the state defined in DefaultState parameter.) I am not a registered user and am not sure that 1.81.2.3 is actually the latest version, but I want to make sure the fix is in 2.4.6. The bug description claims 1.81.2.3 contains the fix - it doesn't look like it does. (The suggested fix works on my system.) Is this a cvs commit error, or do I misunderstand? AgentTicketCompose.pm,v 1.81.2.3 is the latest version and should fix it. And I'm sure that normally it is fixing it. Did you try to restart your webserver (just to be sure that the file got reloaded). And in case is it changed on the same machine where you have tested it? Greetings, -Martin- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Questions about PGP and attachments
Hi David, what OTRS version do you use? Normally you can use inline or detached PGP. inline means, that only message body gets crypted/signed. detached means, the whole email (message body + attachments) get's crypted/signed. Greetings, -Martin On 06.01.2010, at 12:27, David Eitzinger wrote: Hello ! I just stumpled upon a little problem here: We wanted to use OTRS to send out encrypted Emails to clients - including attachments. To my surprise, the emails are crypted but the attachment is sent as is. Is there an easy way to change this behaviour so the entire message is encrypted ? Also: When receiving encrypted Emails, everything is correctly decrypted. Unfortunately this only works with messages that are entirely encrypted. We sometimes get plain text emails with encrypted attachments. - Those are not decrypted automatically and the attachments have to be downloaded and decrypted offline. If someone has a tip how to change this, that would be great ! Cheers, David - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] user definable ticket type localisation
Hi Norbert, per default it's not possible to translate ticket types. OTRS is handling it like a queue or a free text field (not translated). We plan to support this kind of localization for future OTRS releases (about 3.2 or later, it's not scheduled right now). -Martin On 05.01.2010, at 17:33, Norbert Bede wrote: hi, Is it possible to translate user definable ticket type to the local language ? I'm tried translations put into localisation file, but doesnt help. is there any way to achieve this ? norbert - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Agent Notifications are not sent, plz help
Hi Arpit, did you try to set a SendmailNotificationEnvelopeFrom? SysConfig - Group Framework - Subgroup Core::Sendmail - Just enter an valid envelope from email address for outgoing notifications. -Martin On 06.01.2010, at 14:05, Arpit2 G wrote: Hello Everyone, I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am facing one issue: when a user creates a ticket, auto reply is working fine but Agent notifications are not working. In preferences they are set to yes. Please see the log below and guide me what am i missing here. [Wed Jan 6 11:00:09 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [201001061084/Hi Demo Ticket] created (TicketID=58,Queue=1st Level::XXX,Priority=2-Normal,State=new) [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to ' x...@.com' from 'OTRS System x...@.com'. HistoryType = SendAutoReply, Subject = [Ticket#201001061084] RE: Hi Demo Ticket; [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [201001061084] (TicketID=58, ArticleID=112) to ' x...@.com'. [Wed Jan 6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with CRLF.CRLF 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to ' x...@.com'. [Wed Jan 6 11:00:11 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with CRLF.CRLF 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:11 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to ' x...@.com'. [Wed Jan 6 11:00:12 2010][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from otrs1/XXX. Regards Arpit Gupta =-=-= 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 intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] how to limit customer queue
Hi Laszlo, I guess you are looking for something like in SysConfig - Group Ticket - SubGroup Frontend::Customer::Ticket::ViewNew - enable CustomerPanelOwnSelection and add/remove the list of queues and names which you want to show for new ticket creation in the customer interface. Greetings, -Martin On 06.01.2010, at 14:11, Krasznay László wrote: Hi all! I found the way to limit the customer to only one queue. The problem is the customer still have to chose from queue list. Is it possible to remove the whole option and put all tickets from web interface to the RAW queue? Thanks! 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Questions about PGP and attachments
Hi David, I never have heard that it is possible to crypt only parts of an email. :-) Anyway, I guess it would be better to handle this via bugs.otrs.org and an example of the plain text emails with only encrypted attachments. :) Many thanks for help! -Martin On 06.01.2010, at 14:26, David Eitzinger wrote: Thanks Martin, I should have tried that before posting... Using crypt-mode 'detached' works as described. Do you have a suggestion regarding the second issue - when receiving plain-text emails with attached, gpg-encrypted files ? Is there a way otrs could detect and decrypt those attachments ? Cheers, David On 6.1.10 14:04 , Martin Edenhofer wrote: Hi David, what OTRS version do you use? Normally you can use inline or detached PGP. inline means, that only message body gets crypted/signed. detached means, the whole email (message body + attachments) get's crypted/signed. Greetings, -Martin On 06.01.2010, at 12:27, David Eitzinger wrote: Hello ! I just stumpled upon a little problem here: We wanted to use OTRS to send out encrypted Emails to clients - including attachments. To my surprise, the emails are crypted but the attachment is sent as is. Is there an easy way to change this behaviour so the entire message is encrypted ? Also: When receiving encrypted Emails, everything is correctly decrypted. Unfortunately this only works with messages that are entirely encrypted. We sometimes get plain text emails with encrypted attachments. - Those are not decrypted automatically and the attachments have to be downloaded and decrypted offline. If someone has a tip how to change this, that would be great ! Cheers, David - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] how to limit customer queue
Hi Laszlo, Ok. Now I got it. :) The - can not get removed. But you could modify the default link in nav bar for new tickets to something like: customer.pl?Action=CustomerTicketMessageSubaction=StoreNewExpand=1Dest=2||Raw Dest need to be the value content of your To selection field (you need to take it from your system). Then you will have Raw as default. -Martin On 06.01.2010, at 14:26, Krasznay László wrote: Hi Martin! I did set those, and only left RAW, buti t still lets the „-„ int he queue list. I want only one queue to be there as default selection. Thank! Laszlo From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Martin Edenhofer Sent: Wednesday, January 06, 2010 2:19 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] how to limit customer queue Hi Laszlo, I guess you are looking for something like in SysConfig - Group Ticket - SubGroup Frontend::Customer::Ticket::ViewNew - enable CustomerPanelOwnSelection and add/remove the list of queues and names which you want to show for new ticket creation in the customer interface. Greetings, -Martin On 06.01.2010, at 14:11, Krasznay László wrote: Hi all! I found the way to limit the customer to only one queue. The problem is the customer still have to chose from queue list. Is it possible to remove the whole option and put all tickets from web interface to the RAW queue? Thanks! 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] adding modules to apache2-perl-startup.pl ?
Hi Alexander, a) How: You just need to add the modules which are included in the packages like use Kernel::Module::AgentFAQ;. b) What is the change: mod_perl will compile all this modules at start time. This means it get used and shard for all httpd processes. Which means it takes less memory for each httpd processes. If you do not use it at start time, every httpd need to compile it, it self. So IMO it depends on your requirements. If you really need a faster system take also a look at http://doc.otrs.org/2.4/en/html/ - Performance Tuning and/or also the Support-Module is a good point to verify your system settings. IMO this will give you more speed then adding extended modules to startup.pl. The bad issue is also, if you add your extended modules to startup.pl and you uninstall the package later you will get an httpd error on next startup time (because extended module can not get used). Just my 2 cents... ;) -Martin On 06.01.2010, at 14:59, Alexander Halle wrote: Hello, does someone know the answer to this old, open question ? Thanks in advance. Alexander Original-Nachricht Date: Tue, 01 Dec 2009 20:39:47 +0100 From: Alexander Halle ahalle-o...@radprax.de To: User questions and discussions about OTRS. otrs@otrs.org Michiel Beijen wrote : [...] Also, in the apache2-perl-startup.pl, you should/could add any modules for packages that you have installed, such as FAQ or ITSM. Hi Michiel, I wasn't aware of this yet, I guess it's for speed. Could you please give an example, e.g. for the FAQ module ? All I could find is an old unanswered posting : http://lists.otrs.org/pipermail/otrs/2008-August/024183.html Thanks in advance. Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] AgentTicketCompose incredibly slow
Hi Daniel, On 06.01.2010, at 16:35, Obee, Daniel wrote: Since a couple of days, reaction on the AgentTicketCompose is incredibly slow. It takes between 20 and 40 seconds to load the mail mask after clicking (for example) “empty answer”. The phenomenon appeared after a major crash of the file system in which we also lost some of the plain text articles. Maybe there’s a relation, maybe not… Any other requests are entirely okay in response, so we’re pretty much clueless. I guess it's not OTRS related. :) Do you know if CheckMX is enabled? In this case OTRS checks the DNS records of the mail exchanger for the recipients (to let the agent know if it's possible to send an email to the recipient). It's configured in SysConfig - Framework - Core - CheckMXRecord. If yes, can it be, that the DNS server which is configured on your OTRS machine is not reachable anymore? In this case OTRS needs to wait for an timeout (it depends on the amount of recipients for each per default about 12 sek.). If it's unix/linux you can verify if DNS is configured correctly by: shell cat /etc/resolv.conf domain xxx.box nameserver 192.168.178.1 shell ping 192.168.178.1 64 bytes from 192.168.178.1: icmp_seq=0 ttl=64 time=341 ms [...] shell host -t mx myhammer.de myhammer.de mail is handled by 10 mx02-berlin.abacho.net. shell -Martin- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Fehlermeldungen/Mails (in cleanup)
Hallo Andreas, ich sehe Du verwendest OTRS 2.4.5, fein. Das Problem hier liegt an der Erweiterung CiCS 3.1.0, deinstallierst Du diese funktionieren die Event-Basierten Notifications wieder. Mehr der Fehler auch auf der englischen Liste: http://lists.otrs.org/pipermail/otrs/2009-December/029697.html Lg, -Martin On 06.01.2010, at 11:01, Andreas Traub wrote: Hallo, ich habe gestern OTRS upgedatet und bekomme seitdem Fehlermails, die ich nicht so ganz deuten bzw. beheben kann. Die Meldungen werden mir als Mail gesendet. Absender: Cron Daemon [r...@otrs001] Betreff: Cron o...@otrs001 test -x $HOME/bin/PostMasterMailbox.pl $HOME/bin/PostMasterMailbox.pl /dev/null Mailtext: (in cleanup) Got no UserObject! at /usr/share/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm line 33 during global destruction. Absender: Cron Daemon [r...@otrs001] Betreff: Cron o...@otrs001 test -x $HOME/bin/PostMasterMailbox.pl $HOME/bin/PostMasterMailbox.pl /dev/null Mailtext: (in cleanup) Can't call method Get on an undefined value at /usr/share/otrs/CiCS/Kernel/System/Ticket.pm line 7411 during global destruction. Absender: Cron Daemon [r...@otrs001] Betreff: Cron o...@otrs001 test -x $HOME/bin/PostMasterMailbox.pl $HOME/bin/PostMasterMailbox.pl /dev/null Mailtext: (in cleanup) Got no QueueObject! at /usr/share/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm line 33 during global destruction. Absender: Cron Daemon [r...@otrs001] Betreff: Cron o...@otrs001 test -x $HOME/bin/PostMasterMailbox.pl $HOME/bin/PostMasterMailbox.pl /dev/null Mailtext: (in cleanup) Got no SendmailObject! at /usr/share/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm line 33 during global destruction. Weiss jemand wie ich diese Meldungen los werde bzw. das Problem lösen kann? OTRS -an für sich- funktioniert einwandfrei, ich kann derzeit keine Probleme feststellen... System: --- Betriebssystem: Debian GNU/Linux - Lenny Kernel: 2.6.26 (2.6.26-2-amd64 Debian Repository) OTRS Version: 2.4.5 (2.4.5-4 Debian Repository) Datenbank: MySQL 5 (5.0.51a-24 Debian Repository) Module: CiCS 3.1.0 - FAQ 1.6.5 - Text Modules 1.1.2 Best regards, Andi - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Possible Restore of Tickets after Delete by Generic Agent
Hi Christian, it seems that you using OTRS 2.1.6, which is has an generic agent race condition bug. :-/ It got fixed in 2007 (see also http://otrs.org/news/2007/otrs_2_2_4/ and http://bugs.otrs.org/show_bug.cgi?id=2375). -Martin On 03.01.2010, at 21:04, Christian Hecht wrote: Hi, we have the Problem that an Generic Agent has delete all Tickets of us. Dec 23 20:25:01 ticketing cron[5339]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl /dev/null) Dec 23 20:25:57 ticketing sshd[5341]: Invalid user from 10.80.4.5 Dec 23 20:25:57 ticketing sshd[5341]: Failed none for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:25:58 ticketing sshd[5341]: Failed password for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:28:42 ticketing sshd[5344]: Invalid user from 10.80.4.5 Dec 23 20:28:42 ticketing sshd[5344]: Failed none for invalid user from 10.80.4.5 port 2946 ssh2 Dec 23 20:30:05 ticketing cron[5350]: (root) CMD (test -x /usr/sbin/run-crons /usr/sbin/run-crons ) Dec 23 20:30:07 ticketing cron[5362]: (otrs) CMD ($HOME/bin/GenericAgent.pl /dev/null) Dec 23 20:30:07 ticketing cron[5364]: (root) CMD (/sbin/hwclock -s) Dec 23 20:30:08 ticketing cron[5366]: (otrs) CMD ($HOME/bin/GenericAgent.pl -c db /dev/null) Dec 23 20:30:08 ticketing cron[5368]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl /dev/null) Dec 23 20:31:01 ticketing sshd[5370]: Did not receive identification string from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Invalid user from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Failed none for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:33:19 ticketing sshd[5374]: Failed password for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:35:01 ticketing cron[5378]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl /dev/null) Dec 23 20:35:01 ticketing cron[5379]: (otrs) CMD ($HOME/bin/UnlockTickets.pl --timeout /dev/null) Dec 23 20:35:49 ticketing sshd[5382]: Invalid user from 10.80.4.5 Dec 23 20:35:49 ticketing sshd[5382]: Failed none for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:50 ticketing sshd[5382]: Failed password for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5367]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5310]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Error][Kernel::System::GenericAgent::JobAdd][Line:820]: Can't add job 'Delete-Call', job already exists! Dec 23 20:36:01 ticketing cron[5388]: (root) CMD (/sbin/hwclock -s) Dec 23 20:36:04 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (200802053051/3068). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (200802053069/3069). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (200802053078/3070). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (200802053087/3071). The Problem is, we have an Error in our Backup and i can only Back to 07.12.2009 but i need 22.12.2009. thanks for Help OTRS: 2.1.6 OS: Gentoo 3.4.6-r1 Apache: ? MySQLVer 14.12. Distrib 5.0.26 Thanks Allot - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.4.5 : bug : postmaster filter does not work with sub queues
Hi Philippe, to define sub-queues just use QueueLevel1::QueueLevel2 and it will work! ;) In your case normal queue::level 2. -Martin On 30.12.2009, at 11:01, Martignier, Philippe wrote: Hi there, Everything is in the subject … should you need to do filter that redirect tickets to certain queue is only possible with a queue of level 1 (meaning a “normal queue”). If you try to use a sub-queue (level 2 for example), it does not work. Annoying bug … Thanks Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Antworten auf HTML-Mails
Hi Florian, ich denke dafür gibt es schon einen Fix. http://bugs.otrs.org/show_bug.cgi?id=4246 Feedback am Bug ob es Dir geholfen hat wäre fein! -Martin On 08.12.2009, at 11:26, Florian Dütsch wrote: Hallo Liste, wenn OTRS eine HTML-Mail empfängt, die body-Tag enthält, dann kann darauf nicht korrekt geantwortet werden. Definierte Standardantworten werden vor den HTML-Text gehängt, stehen also vor dem body-Tag. Das veranlasst wohl den FCK-Editor, den Text vor dem body-Tag zu ignorieren. Kann das jemand so bestätigen? Gibt es eine Lösung? Sollte ich lieber einen Bugreport an die Entwickler-Mailingliste schicken? Danke vorab! Mit freundlichen Grüßen Florian Dütsch ___ Nww Online GmbH Co. KG Schulstraße 2 | D-92711 Parkstein Tel. 09602 6170367 | Fax 09602 618728 florian.duet...@nix-wie-weg.de www.Nix-wie-weg.de - Beratung zum Genießen! Persönlich haftende Gesellschaft: Nww Verwaltungs GmbH, Sitz: Parkstein. HRB 3168, Amtsgericht Weiden/Opf. Geschäftsführer: Nicolas Götz Nix-wie-weg®.de: Testsieger Bester Service und Bestes Reiseportal (5/2009 DISQ) - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Can't call method Header ...
Hi Kiffin,
I see there is an error. LayoutObject is missing in the list:
[...]
for my $Transfer ( (qw(
ParamObject DBObject ModuleReg
ConfigObject LogObject EncodeObject MainObject
)) {
[...]
Just add it and it should work.
It will be fixed after new auto rebuild of the online doc.
-Martin
On 09.12.2009, at 20:03, Kiffin Gish wrote:
I'm trying to write my own OTRS module based on chapter 13 of the
Developer Manual. However, although I feel I've followed the
instructions exactly, I still get the following error message:
Can't call method Header on an undefined value
at ../..//Kernel/Modules/AgentHelloWorld.pm line 38.
This corresponds with the following line:
sub Run {
...
line 38:my $Output = $Self-{LayoutObject}-Header(Title =
HelloWorld);
Any ideas what I might be doing wrong? Could it be that the layout
object isn't being initialized properly?
--
Kiffin Gish kiffin.g...@planet.nl
Gouda, The Netherlands
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Re: [otrs-de] Quote geht bei Antworten an extern verloren
Hi Matthias, vielleicht hilft Dir das: http://bugs.otrs.org/show_bug.cgi?id=3425 (Ticket::Frontend::ResponseFormat überprüfen) -Martin On 20.11.2009, at 12:25, Matthias Borrack wrote: Hat dann vielleicht jemand eine Idee, wo die Ursache stecken könnte, bzw. wie man hier mit dem Troubleshooting anfangen könnte? Dank und Gruß Matthias Matthias Borrack schrieb: Hallo zusammen Hat jemand von euch den Effekt (gehabt), dass beim Beantworten von Tickets der Ursprüngliche Text vorhanden ist, aber beim Empfänger nichts davon ankommt, bzw. als letze Zeile nur Anfrage von Vorname Name und es ebenso im Ticket steht? OTRS 2.4.4 mit ITSM 1.3.2 Dank und Grüße Matthias - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] RHEL4 und Perl 5.8.8?
Hi Linus! :) es ist so, dass Perl erst ab 5.8.8 eine wirklich gute utf-8 Unterstützung hat. Vorher gab es viele Probleme. Perl 5.8.8 is also about 4 years old. D. h. wenn Du OTRS 2.4 als ISO System verwendest, dann könntest Du es machen. Als utf-8 System ist es nicht zu empfehlen. Grüße, -Martin On 18.11.2009, at 09:59, Stehr, Linus wrote: Hallo, unter Downloads lese ich, das OTRS 2.4.5 für RHEL 4, 5 und 6 angeboten wird. RHEL 4, welches wir im Webserverpark nutzen, verfügt jedoch nur über die Perl-Version 5.8.5. OTRS setzt aber 5.8.8 voraus. Ein Update der Webserver auf 5.8.8 ist ein größeres Problem für uns. Kann jemand dazu etwas sagen? Was passiert wenn wir den Perl-Chek auskommentieren? Vielen Dank, Linus Stehr -- Linus Stehr, Zentrum für Informationsverarbeitung, Universität Münster - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Diagram of the database of OTRS 2.4.5
http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png -M On 27.10.2009, at 17:00, Rodrigo Correa wrote: Hello, I wonder where I get a design diagram of the database of OTRS 2.4.5. I need to know what are the relationships between tables to create some querys. Tks, Rodrigo - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to change the order (layout) of the dashboard
Hi Sarper, next version of OTRS is coming with dragdrop for the dashboard item. ;) ETA: It depends... we are currently in planing state... however next year.. ;) -Martin On 22.10.2009, at 20:37, Sarper SARIDAL wrote: Hi all, My otrs experience is just going great. Everything is smooth and steady. Now it's time to ask for more :) I wonder whether if it's possible to customize the dashboard , for example to see the open tickets at the top , and upcoming events at the bottow etc.. I especially use the reminder tickets but i don't want to see them at the right pane instead i want to see them in the main pane. It doesn't matter how painful it is to change i want to do it :) I salute all members, otrs programmers and moderators. Thanks Regards, Sarper - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem with Next ticket state
Hi Markus, yes, unfortunately. It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433 Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision: 1.81.2.3 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3view=co And it should work fine. -Martin On 20.10.2009, at 08:33, m...@timocom.com wrote: Hey, Can some one tell my why OTRS Next ticket state is per defaul closed successful when it is set to be open in Ticket::Frontend::AgentTicketCompose###StateDefault? Is it a bug? With the Update from 2.4.4 to 2.4.5 today this changed to be closed successful but the Helpdesk agents want it to be open instead, but it does not work if I define it as open int the ViewCompose. Can some one help me out with a workaround or something? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem with Next ticket state
Is it working if you try it again? -Martin On 20.10.2009, at 09:53, Marco Vannini wrote: Hi all, I get co: output error: Bad file descriptor co aborted Trying to download code. It is me that i'm doing something wrong ? tx Cheers. MV On Tue, Oct 20, 2009 at 9:02 AM, m...@timocom.com wrote: Thx for the fast reply ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 graycol.gifMartin Edenhofer ---20.10.2009 08:59:10---Hi Markus, yes, unfortunately. ecblank.gif From: ecblank.gif Martin Edenhofer m...@otrs.com ecblank.gif To: ecblank.gif User questions and discussions about OTRS. otrs@otrs.org ecblank.gif Date: ecblank.gif 20.10.2009 08:59 ecblank.gif Subject:ecblank.gif Re: [otrs] Problem with Next ticket state ecblank.gif Sent by:ecblank.gif otrs-boun...@otrs.org Hi Markus, yes, unfortunately. It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433 Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision: 1.81.2.3 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3view=co And it should work fine. -Martin On 20.10.2009, at 08:33, m...@timocom.com wrote: Hey, Can some one tell my why OTRS Next ticket state is per defaul closed successful when it is set to be open in Ticket::Frontend::AgentTicketCompose###StateDefault? Is it a bug? With the Update from 2.4.4 to 2.4.5 today this changed to be closed successful but the Helpdesk agents want it to be open instead, but it does not work if I define it as open int the ViewCompose. Can some one help me out with a workaround or something? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] OTRS 2.4.5 keine Statusänderung be i Antwort an Kunden
Hi Sandro, ist es evtl. dieser Bug? http://bugs.otrs.org/show_bug.cgi?id=4433 -Martin On 20.10.2009, at 02:35, Sandro Scaiano wrote: Hallo, habe gerade frisch ein Upgrade von 2.2.2 auf 2.4.5 durchgeführt (Windows/MySQL). Hat alles prima geklappt, nur eines ist mir aufgefallen: Wenn ein Ticket den Status „neu“ hat und ich eine Emailantwort verfasse, ist als nächster Status „erfolgreich geschlossen“ ausgewählt. Bei Tickets mit Status „offen“ bleibt er auf „offen“. Wenn ich in Frontend::Agent::Ticket::ViewCompose „new“ als StateType hinzufüge, zeigt sich das ursächliche Verhalten, nämlich dass per Default der Status „neu“ ausgewählt wird. Das bedeutet aber, dass ein Ticket nicht ohne manuellen Eingriff von neu auf offen wechseln kann, oder? Ich kann gerade leider keine ältere Version testen, aber das kann doch so nicht gewollt sein? Oder liegt es an der Migration? Schönen Gruß Sandro Scaiano Technischer Support fresslé fries GmbH Universität Siegen Am Eichenhang 50 57076 Siegen http://www.fressle-fries.de Telefon +49 271 250407-99 Telefax +49 271 250407-70 information | technologie | kommunikation ++ LANCOM Solution Partner ++ ++ Citrix Solution Advisor Silver ++ ++ Microsoft Gold Certified Partner++ Ihre Ansprechpartner direkt: Zentrale+49 271 250407-0 Systemintegration UMS +49 271 250407-66 IP-Management +49 271 250407-77 Systemintegration +49 271 250407-88 technischer Support +49 271 250407-99 Außerhalb unserer Geschäftszeiten erreichen uns Vertragskunden unter der zugeteilten Service-Rufnummer. --- fresslé fries GmbH Amtsgericht Siegen, HRB 8253 Geschäftsführung: Oliver Fries, Markus Jost Fresslé Ust-Id.Nr: DE253030466 --- - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Notification for closed ticket
Hi Quanzhong,
On 14.10.2009, at 10:12, Quanzhong Zhang wrote:
I already do the following action:
Go into Admin --- [Notification {Event}] and then create a rule like
this:
Name: Ticket State Changed
Recipient: Customer
Event: TicketStateUpdate
Priority: select all.
State: select both of the closed states
Queue: select all queues
Input Subject and Text for the email at the bottom
I check my system log file and just found the sent email history for
create new ticket.
http://bugs.otrs.org/show_bug.cgi?id=4257
-Martin
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Re: [otrs] Error Kernel::System::Ticket::TicketNumberLookup ERROR Database disconnected
Hi, On 01.10.2009, at 10:29, Rupp Timo wrote: I posted this issue in OTRS bugzilla. See also http://bugs.otrs.org/show_bug.cgi?id=4367 Just for all others with the same problem. Bug is fixed now. See also http://bugs.otrs.org/show_bug.cgi?id=4367 - Timo -Martin - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Dashboard - otrs 2.4.4
FooBar wrote: unter Offene Tickets / Zur Beantwortung sehe ich immer alle offenen tickets, auch wenn ich sie schon beantwortet hab und sie eigentlich nicht angezeigt werden sollten da ich die ja erst wieder sehen will wenn ein feedback vom cutomer kommt, also das verhalten wie es unter Ticket ist ... Die Idee ist, dass Du dann den Status von offen auf warten zur Erinnerung oder geschlossen... stellst. Dann tauchen die nicht mehr auf. Somit hast Du ne Übersicht was noch offen ist oder was auf später wartet. ja, schon klar ... nur früher war das anders, in der ticketansicht waren tickets weg wenn ich sie beantwortet hatte, bis wieder jemand geantwortet hat ... Verstehe, sie waren dann gesperrt... ok. ich suche eine möglichkeit das dashboard abzuschalten oder halt den Ticket-View per default zu haben ??? SysConfig - Ticket - Frontend::Agent - Frontend::CommonParam###Action z. B. auf AgentTicketQueue stellen. ahh ... thx ;))) Puh! :) -Martin - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] otrs 2.4.4 im Firefox: Menüleist e FullSpell existiert nicht.
Hi Thomas, das passiert normal nur nach einen Upgrade von OTRS 2.4.x auf 2.4.4. Siehe auch: http://otrs.org/releases/2.4.4/ Es hat mit dem Browser-Cache zu tun. Ein ein leeren des Cache oder ein neustarten des Browsers sollte helfen. -Martin On 30.09.2009, at 13:45, Thomas Kuchenbuch wrote: Hallo, obige Meldung erhalte ich seit der Version 2.4.4 in allen Freitextfeldern (Mail, Notiz, ...). Eine Texteingabe ist danach nicht mehr möglich, wohl aber ein Abschicken der leeren Nachricht. Im Internet Explorer wird stattdessen eine Symbolleiste (mit Fett, Kursiv, Schriftart, Farbe und so) eingeblendet. Nicht, dass ich im Firefox auch die Symbolleiste will, aber etwas Text zu schreiben, wäre schon nett. Weiß da jemand was? Danke und Grüße, Thomas Kuchenbuch -- Thomas Kuchenbuch Referat Z4 - Informations- und Kommunikationstechnik Luftfahrt-Bundesamt, D-38144 Braunschweig Hermann-Blenk-Straße 26, D-38108 Braunschweig Tel. +49 531 2355-266 Fax. +49 531 2355-752 Mail re...@lba.de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Product News/OTRS News
Hi Rosanna, yes, Core::WebUserAgent is the right setting for http/proxy settings to fetching Product News and OTRS News. It seems that otrs.org was not reachable well on 2009-09-23, so maybe it was a problem which was not related to your setup. ;) -Martin On 23.09.2009, at 14:30, Marretta, Rosanna wrote: In response to the below it is now telling me that proxy authentication is required. I have entered the proxy with username and password in the Core::Package and Core::WebUserAgent. Where else do I need to set the proxy? Thanks From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marretta, Rosanna Sent: 23 September 2009 11:31 To: User questions and discussions about OTRS. Subject: [otrs] Product News/OTRS News Hi, I am unable to find anything on how to get the Product News and OTRS news working, I'm receiving the below error: Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (connect: Network is unreachable)) I am using OTRS 2.4.4 on linux Suse. Can anybody please tell me what I have to do to get this working? Thanks Rosanna - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Installation: Software error (FreeBSD, MySQL, OTRS 2.4)
Hi Frank, to check if perl environment is working well use: shell perl -cw /serv/opt/otrs/bin/cgi-bin/installer.pl The result is bin/cgi-bin/installer.pl syntax OK it seems that it's something (e. g. file permission related to the user/web server user which is executing installer.pl. If not, then the error message will give your more detail about your problem. :) -Martin On 25.09.2009, at 16:44, Frank Goenninger - Consequor Consulting AG wrote: Hello OTRSers, I am a bloody newbie re OTRS. In a brave attempt to install OTRS 2.4 on FreeBSD 7.2 with MySQL 5.1.38 using Perl 5.10.1 I get the following error: Software error: Can't locate object method new via package Kernel::Config at / serv/opt/otrs/bin/cgi-bin/installer.pl line 53, DATA line 275. This occurs after having enter the database info on screen #2 in the Installer ( http://web.consequor.eu/otrs/installer.pl ). I ran out of ideas as all checks I could find via WWW and mailing lists just say Syntax OK and that's about it. I double checked the perl env and all modules are installed ok. Any ideas, hints, advice really appreciated! TIA! Cheers Frank - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] otrs, apache2 and mod_perl2
Hi Bernd, On 25.09.2009, at 10:54, Bernd Plagge wrote: I tried to install OTRS under Apache2 and mod_perl2 using the web server configuration provided in README.webserver. Customer is using Solaris and PostgreSql. However, I couldn't start Apache2. The perl startup.pl script contains (as shown above README.webserver file) the line: Apache::DBI Error message: can't load Apache.pm which belongs to Apache - not Apache2. So, if there is somebody out there using otrs with Apache2 and mod_perl2 I'd love to hear how I need to configure the system. Apache::DBI is an extension for perl DBI to use pre established database connections. It's optional, you do not need to use it. But if you use it, it's faster. :) Apache::DBI is working with mod_perl1 and also with mod_perl2 (see also http://search.cpan.org/~pgollucci/Apache-DBI-1.07/lib/Apache/DBI.pm ). Your error message seems to be something else. o Can you verify is Apache::DBI is installed on your machine? o Make sure, that you are using scripts/apache2-httpd- new.include.conf (not scripts/apache2-httpd.include.conf) I hope this info will help you to get it working. -Martin - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Background color in agent web interface
Hi Maurice, On 25.09.2009, at 02:18, Maurice James wrote: You can find the style sheet that controls the agent interface in /opt/otrs/var/httpd/htdocs/css/Standard/agent.css I.m not sure why they moved the style sheet to that directory The reason was to increase the speed of OTRS. OTRS 2.3 and lower is using CSS inline, this means in every screen the whole .css get's delivered to the browser every time. OTRS 2.4 and later is including the CSS file as meta link. This means the CSS file gets only loaded once. The CSS file is about 7k, so we reduced the file size of every screen in OTRS 2.4 and later. :) -= All just technical reason (faster), no user of feature enhancement. -Martin - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] questions about DashboardBackend
Hi Gustavo, On 27.09.2009, at 15:43, Gustavo Azambuja wrote: Hi, where I can find all valid Attributes? In OTRS, I can find this: StateType, TicketPendingTimeOlderMinutes but where I can find all valid keys and values? (StateName?? TicketNumber??...) http://dev.otrs.org/ - OTRS 2.4 - Kernel::System::Ticket - TicketSearch [...] # ticket number (optional) as STRING or as ARRAYREF TicketNumber = '%123546%', TicketNumber = ['%123546%', '%123666%'], # ticket title (optional) as STRING or as ARRAYREF Title = '%SomeText%', Title = ['%SomeTest1%', '%SomeTest2%'], Queues = ['system queue', 'other queue'], QueueIDs = [1, 42, 512], # use also sub queues of Queue|Queues in search UseSubQueues = 0, # You can use types like normal, ... Types = ['normal', 'change', 'incident'], TypeIDs = [3, 4], # You can use states like new, open, pending reminder, ... States = ['new', 'open'], StateIDs = [3, 4], # (Open|Closed) tickets for all closed or open tickets. StateType = 'Open', # You also can use real state types like new, open, closed, # pending reminder, pending auto, removed and merged. StateType= ['open', 'new'], StateTypeIDs = [1, 2, 3], Priorities = ['1 very low', '2 low', '3 normal'], PriorityIDs = [1, 2, 3], Services = ['Service A', 'Service B'], ServiceIDs = [1, 2, 3], SLAs = ['SLA A', 'SLA B'], SLAIDs = [1, 2, 3], Locks = ['unlock'], LockIDs = [1, 2, 3], OwnerIDs = [1, 12, 455, 32] ResponsibleIDs = [1, 12, 455, 32] WatchUserIDs = [1, 12, 455, 32] # CustomerID (optional) as STRING or as ARRAYREF CustomerID = '123', CustomerID = ['123', 'ABC'], # CustomerUserLogin (optional) as STRING as ARRAYREF CustomerUserLogin = 'uid123', CustomerUserLogin = ['uid123', 'uid777'], # create ticket properties (optional) CreatedUserIDs = [1, 12, 455, 32] CreatedTypes = ['normal', 'change', 'incident'], CreatedTypeIDs = [1, 2, 3], CreatedPriorities = ['1 very low', '2 low', '3 normal'], CreatedPriorityIDs = [1, 2, 3], CreatedStates = ['new', 'open'], CreatedStateIDs= [3, 4], CreatedQueues = ['system queue', 'other queue'], CreatedQueueIDs= [1, 42, 512], # 1..16 (optional) TicketFreeKey1 = 'Product', TicketFreeText1 = 'adasd', # or with multi options as array ref or string possible TicketFreeKey2 = ['Product', 'Product2'], TicketFreeText2 = ['Browser', 'Sound', 'Mouse'], # 1..6 (optional) # tickets with free time after ... (optional) TicketFreeTime1NewerDate = '2006-01-09 00:00:01', # tickets with free time before ... (optional) TicketFreeTime1OlderDate = '2006-01-19 23:59:59', # article stuff (optional) From= '%s...@example.com%', To = '%supp...@example.com%', Cc = '%cli...@example.com%', Subject = '%VIRUS 32%', Body= '%VIRUS 32%', # use full text index if configured (optional, default off) FullTextIndex = 1, # content search (AND or OR) (optional) ContentSearch = 'AND', # content conditions for From,To,Cc,Subject,Body,TicketNumber, # Title,CustomerID and CustomerUserLogin (all optional) ConditionInline = 1, # articles created after 60 minutes (article newer than 60 minutes) (optional) ArticleCreateTimeOlderMinutes = 60, # articles created before 120 minutes (article older than 120 minutes) (optional) ArticleCreateTimeNewerMinutes = 120, # articles with create time after ... (article newer than this date) (optional) ArticleCreateTimeNewerDate = '2006-01-09 00:00:01', # articles with created time before ... (article older than this date) (optional) ArticleCreateTimeOlderDate = '2006-01-19 23:59:59', # tickets created after 60 minutes (ticket newer than 60 minutes) (optional) TicketCreateTimeOlderMinutes = 60, # tickets created before 120 minutes (ticket older than 120 minutes) (optional) TicketCreateTimeNewerMinutes = 120, # tickets with create time after ... (ticket newer than this date) (optional) TicketCreateTimeNewerDate = '2006-01-09 00:00:01', # tickets with created time before ... (ticket older than this date) (optional) TicketCreateTimeOlderDate = '2006-01-19 23:59:59', # tickets changed after 60 minutes (ticket changed newer than 60 minutes) (optional) TicketChangeTimeOlderMinutes = 60, # tickets changed before 120 minutes (ticket changed older 120 minutes) (optional)
Re: [otrs] SpellChecker not visible
Hi Felix, Felix Kratzer wrote: Hey… I do not see that SpellCheckerIcon that is described below even so all settings are set to “use spell checker” Does anybody have a clue? Did you modify Kernel/Output/HTML/Standard/RichTextEditor.dtl ? Take care that you are using it from OTRS 2.4.4 (# $Id: RichTextEditor.dtl,v 1.20 2009/08/26 $). PS: If you created your own theme, just copy your modified files in there. All files from Standard theme will be used as fallback if not available in your own theme. Felix -Martin - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] In der Ticketansicht per Default die Zugeklappte Ansicht aktivieren.
Hi Peter, Ettinger, Peter wrote: in der OTRS V.2.4.4 gibt's in der Ticketansicht die tolle Option zugeklappte Ansicht. Leider muss ich diese jedes Mal neu aktivieren. Per Default wird die Ticketansicht immer aufgeklappt geöffnet. Lässt sich die zugeklappte Ansicht als Default Ansicht festlegen? Evtl. hilft Dir das hier: SysConfig - Ticket - Frontend::Agent::Ticket::ViewZoom - Ticket::Frontend::ZoomExpand - Nein. Grüße, -Martin - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] WYSIWYG broken in Safari
Hi Lars, On 08.09.2009, at 10:24, Lars Jørgensen wrote: Sorry for dropping out of the group for so long, but things got hectic at the office. I'm currently testing out 2.4.4 and while it is a tremendous improvement in many areas, I have one glitch holding me back from upgrading our production environment. When you reply to a ticket using the new WYSIWYG editor in Safari (on Mac, haven't tested it on Windows), all quoted text is lost. You can see it in the editor, but it is not included in the mail that is actually sent out. Is this a known bug? I'm using Mac OS with Safari 3+4. And both is working fine on my site. May be you changed the config option Ticket::Frontend::ResponseFormat (SysConfig - Ticket - Frontend::Agent::Ticket::ViewCompose - Ticket::Frontend::ResponseFormat) ? Just reset it and try it again. :) -Martin - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4.4 - Customer Notification Events
Hi Lokesh, may be this is solving your problem? http://bugs.otrs.org/show_bug.cgi?id=4257 The transaction flag means only, hat all events gets executed at least. So it's possible to access article or attachments attributes on e. g. TicketCreate or other events. Greetings, -Martin On 08.09.2009, at 14:10, Katta, Lokesh Katta Subramanyam wrote: Hi All, We are facing strange issue when trying to setup Customer Notification Events in OTRS2.4.4. I am trying to setup the Customer Notification events for StateUpdate, Owner update and Move notifications as in 2.3.4 but notifications are not sent. However, when I set transaction flag to 0 for Notification Event Module, customer notifications are sent. I do not understand the importance of transaction flag but it looks like it is added with the OTRS 2.4.4 and was not present in the earlier version. Can anyone please explain if it is ok to change the transaction flag for Notification Event Module? Thanks and Regards, Lokesh - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Need User! messages
IMO a bug report would just be fine! Thanks, -Martin On 02.09.2009, at 21:59, Richard Stockton wrote: Previously Richard Stockton wrote: Sadly, no. The errors in the log look like this (there are always at least 2 and sometimes 3 lines at about the same time in the log): [Mon Aug 31 16:46:19 2009][Error] [Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! [Mon Aug 31 16:46:21 2009][Error] [Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! And Alexander Halle was kind enough to try to help (again): Hi Richard, I can reproduce this by trying to log in at the customer web interface (customer.pl) by only providing a password but no customer user name. If you provide both, a wrong customer user name and a password you get a additonal [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'user' (REMOTE_ADDR: 192.168.0.1). Since we don't have any Customer Users, only agents, this makes no sense to me. I don't seem to be able to find a way to reproduce the errors, but they keep happening, at the rate of 100-300 log lines per day. As usual, any insight into this issue will be much appreciated. If I'm right this time there should be web server log entries identifying the users who try to login as a customer since you have no customer accounts. Please give feedback, especially if you could solve this mystery. Unfortunately, I do not have such entries in my web access_log. otrs.log.2009-9: [Wed Sep 2 06:33:53 2009][Error] [Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! access_log: nnn.nnn.nnn.nnn - - [02/Sep/2009:06:33:53 -0700] GET /otrs/index.p l?Action=AgentTicketZoomTicketID=958864 HTTP/1.1 200 34712 https://otrs.example .com/otrs/index.pl?Action=AgentTicketQueueQueueID=6View= Mozilla/ 5.0 (Windows ; U; Windows NT 5.1; en-US; rv:1.9) Gecko/2008052906 Firefox/3.0 (.NET CLR 3.5.30 729) IPs and other identifiers redacted... Another example: otrs.log.2009-9: [Wed Sep 2 12:29:45 2009][Error] [Kernel::System::CustomerUser::DB::CustomerUserDataGet][414] Need User! access_log: nnn.nnn.nnn.nnn - - [02/Sep/2009:12:29:45 -0700] POST /otrs/index.p l HTTP/1.1 302 101 https://otrs.example.com/otrs/index.pl?Action=AgentTicketEmai l Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.1.2) Gecko/20090729 Fi refox/3.5.2 (.NET CLR 3.5.30729) nnn.nnn.nnn.nnn - - [02/Sep/2009:12:29:45 -0700] GET /otrs/index.pl ?Action=AgentTicketEmailSubaction=CreatedTicketID=959180 HTTP/1.1 200 44992 h ttps://otrs.example.com/otrs/index.pl?Action=AgentTicketEmail Mozilla/5.0 (Windo ws; U; Windows NT 5.1; en-US; rv:1.9.1.2) Gecko/20090729 Firefox/ 3.5.2 (.NET CLR 3.5.30729) Note that the first one is triggered at the same time as an AgentTicketZoom, while the latter one appears to be triggered by AgentTicketEmail. I can't find any consistent correlation between the otrs.log errors and the access_log. BTW, I just updated to 2.4.4 and that didn't change anything. [sigh] Once again I appreciate your efforts, Alexander, but the problem persists. Any other ideas? Anyone? TIA. - Richard - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Top Menu
Hi Richard, normally Company should not be shown till company feature is enabled. Anyway, just go to admin - SysConfig - Group Framework - Frontend::Admin::ModuleRegistration Deactivate o Frontend::Module###AdminCustomerUser o Frontend::Module###AdminCustomerCompany Or just removed the users group to be able to access these modules. -Martin On 03.09.2009, at 03:50, Richard Stockton wrote: When I updated to 2.4.4 a couple of items appeared on the top menu that I don't think were there before. Now it looks like: Logout Dashboard Ticket FAQ Stats Customer Company Preferences Admin How can I remove the Customer and Company links? (We don't need them.) TIA. - Richard - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] OTRS 2.4.3 : AlwaysFilter - Syntax
Hi Ruediger,
Kernel/Config/Defaults.pm
[...]
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter
= '(objectclass=user)'
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '';
[...]
In Deinen Fall musst Du analysieren, wie Deine LDAP-Attribute heißen.
Der Filter könnte dann ungefähr so aus sehen (ganz normaler LDAP-Query-
Sysntax)
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '(objectclass=person)';
(nicht getestet - nur eine Idee)
Mehr Infos auch unter http://technet.microsoft.com/en-us/library/aa996205(EXCHG.65).aspx
:)
-Martin
On 03.09.2009, at 09:47, Ruediger Wanke wrote:
Hallo,
ich suche eine Beschreibung der AlwaysFilter Syntax. Kann mir jemand
eine Quelle nennen, das Handbuch ist nicht sehr ausführlich.
Besonders kombinierte Filter , z.B. User, aber nicht Computerfreigaben
etc. aus LDAP/AD-Anbindung.
Vielen Dank.
Rüdiger Wanke
-
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Re: [otrs] 2.4.4 and ff 3.0.x
Hi Marco, On 03.09.2009, at 10:38, Marco Vannini wrote: I'm reporting problems from customer and agent that with firefox 3.0.x are getting a FullSpell is not existant warning and then richtext format area for compose request and answer. Disabled it for now as WA. Are you experiencing the same problems ? http://otrs.org/releases/2.4.4/ [...] Notice: When upgrading from OTRS 2.4.x to 2.4.4, you may get an error message in the ticket create or add note screen: Navigation bar FullSpell is not existing, just empty your web browser cache (e. g. restart your web browser). [...] It's a browser cache problem. Just restart FF and it will work fine. -Martin - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Enhancements in 2.4.4
Hi Stephan, it seems that you modified Kernel/Output/HTML/Standard/ AgentDashboardTicketGeneric.dtl by your self, the RPM will not replace it. Is there a Kernel/Output/HTML/Standard/ AgentDashboardTicketGeneric.dtl.rpmnew or something like that? Just rename it to Kernel/Output/HTML/Standard/ AgentDashboardTicketGeneric.dtl and it will work. -Martin On 03.09.2009, at 10:06, Stephan Lang wrote: Hi @all, the release note on OTRS 2.4.4 mentions enhancements on the Dashboard to display Watched Tickets and My Queues, see here: http://otrs.org/releases/2.4.4/ All I can see is ‘Locked Tickets’ and ‘All’ but the Watched Feature is enabled. I’ve just Updated via rpm –U package Do I have to do anything else to complete the update or to activate this new Feature? Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.4 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Enhancements in 2.4.4
Hi Stephan, On 03.09.2009, at 13:12, Stephan Lang wrote: I've created my own template by copying the Standard folder. That could be the problem. I read something that it would be better only to have the modified files moved to the own template folder, does that work? Yes. I strongly recommend to do so. :) Because it's much easier to upgrading or other stuff if you know what template you have modified (the list will be much shorter ;) ). If the needed templates is not in your themes folder, OTRS will take the one from the Standard theme folder. I've copied the AgentDashboardTicketGeneric.dtl to my themes folder and now it works. Fine! :) -Martin - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Disable auto add http link in ticket body text
Hi Diego, is there a reason why you want to disable this feature? IMO it's quite useful. :) PS: Do you want disable only adding http-links to www.example.com or also to http://www.example.com;? -Martin On Sep 2, 2009, at 13:00 , Diego Mayol wrote: Hi Everyone: Does anyone knows how to disable the auto add link feature in the ticket body text? When I send a ticket and contains e.g. www.mydomain.com , OTRS send it as http://www.mydomain.com and I would like to disable this feature. Thank you in advance. Regards, DM - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
