Re: [otrs] Generic Interface with Python

Hi Christoph, Op 16 jul. 2014 18:14 schreef Christoph Zwerschke zwersc...@urz.uni-heidelberg.de: Am 16.07.2014 17:49, schrieb Kristofer Pettijohn: Did you have to hand craft a wsdl? No, luckily someone did this already for me ;-)

Re: [otrs] Trouble with 2 OTRS 2.3.4 instances

Yeah, the problem is mod_perl - you'll only have one 'scope' in which the perl modules are loaded. This means you'll have one Kernel::Config object and thus one database connection. Of course you could use CGI but this would be slow, and you could use FastCGI but this is cumbersome, at least in

Re: [otrs] Sending plain text messages

Hi Christoph, Currently it's not possible; but I think it would be a very useful feature to have the possibility to select per template if it is plain text or rich text. -- Mike On Tue, Jul 8, 2014 at 12:07 PM, Christoph Zwerschke zwersc...@urz.uni-heidelberg.de wrote: Is it possible in OTRS 3

Re: [otrs] Hiding queues

ACLs in the customer interface are only supported on new OTRS (since 3.3). I tend to prefer to remove the Queue from the customer interface, and to set it to a default value. So all tickets customers create end up in for instance the 'Support' queue and agents then classify the requests and move

Re: [otrs] Bulk Action - Send Email - keep original subject

Hi Swen, You're right, there's no support for variables in the Bulk Action email. I know, I implemented it, and this was not a requirement. :D If you can't do coding, I think the best solution would be a combination of the two actions Gerald suggested: Create a Notification (Event Based) which

Re: [otrs] howto add pending time to App::OTRS::CreateTicket by m.beijen

Hi Rene, I would probably be able to add this to the script, if you want. -- Michiel On Tue, May 27, 2014 at 8:31 PM, Rene Stoutjesdijk r.stoutjesd...@gmail.com wrote: Good day, i would like to add a pendingtime when we do a close of the ticket. We're currently making use of the

Re: [otrs] howto add pending time to App::OTRS::CreateTicket by m.beijen

say --PendingTime 120 which means pending in two hours from now or --PendingTime 2014-05-29T09:00 which means tomorrow morning at nine. The script does not bother with time zones or business hours. Let me know if this works for you. -- Michiel On Wed, May 28, 2014 at 10:37 AM, Michiel Beijen

Re: [otrs] Instalation on Oracle 11G

Did you also put the environment variables in the Apache configuration file in /etc/httpd/conf.d and/or in OTRS's /opt/otrs/Kernel/Config.pm ? -- Mike On Fri, May 23, 2014 at 2:10 AM, Carlos Andrés Gallego Arboleda carlos.gall...@itconsultores.com.co wrote: Hello. I had several problems

Re: [otrs] 2.3.4 3.3 OTRS instances running?

Hi Karlos, On Wed, May 21, 2014 at 5:45 PM, Karlos Jelez otrs...@gmail.com wrote: Hi List, Is it possible to have both OTRS instances running in the same server? I have a FreeBSD 7.0 with 2.3.4 version and I want to use the newest version 3.3 Yes you can, but if you want to use mod_perl

Re: [otrs] In the customer interface, can a search be made by ticket type or dynamic field?

Hi, On Wed, Mar 20, 2013 at 2:54 PM, Bogdan Iosif bogdan.io...@gmail.com wrote: After some more investigations I concluded that it's not possible to search by ticket type, SLA or service in the customer interface, in v3.1.10. If anyone finds out I was wrong please point it out. You're

Re: [otrs] otrs 3.1.x

Hi Steve, Is the OTRS user a member of the apache group? See http://otrs.github.io/doc/manual/admin/3.3/en/html/manual-installation-of-otrs.html#preparing-manual-installation On Fri, May 16, 2014 at 2:11 PM, Steve Clark scl...@netwolves.com wrote: Hmm... drwxrwxr-x 16 otrs apache 4096 Jan

Re: [otrs] Maxsize of attachment in response

Hi, Did you try running the Support Module? Probably your issue is that max_allowed_packet in the mysql configuration file should be set to a higher value, for instance 20M. Changing this requires a restart of the MySQL service. -- Mike On Wed, Mar 12, 2014 at 4:01 PM, claude

Re: [otrs] force password policy

Hi Paul, You can configure password policy such as minimum # of characters via the SysConfig AgentPreferences. This however does not allow you to force setting a new password after a given amount of days. There's this package that you can install as an add-on. I haven't used it so can not vouch

Re: [otrs] IMAP setup

If you select IMAPS it should work with Gmail. Please note to use the server name 'imap.gmail.com'. Using IMAPS, OTRS will automatically connect to port 995, which is the default. The appliance is supposed to ship with all SSL modules needed. -- Mike On Tue, Dec 3, 2013 at 8:31 AM, Sander

Re: [otrs] IMAP setup

it as none of the configuration parameters change? Jacob Tennant On Tue, Dec 3, 2013 at 5:50 AM, Michiel Beijen michiel.bei...@gmail.comwrote: If you select IMAPS it should work with Gmail. Please note to use the server name 'imap.gmail.com'. Using IMAPS, OTRS will automatically connect

Re: [otrs] TicketSolutionResponseTime coming Negative

Good, so we fixed it almost a year ago (in November 2012). Please update to the latest 3.1.x patch level release or to 3.2.x if possible. -- Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com Happy Birthday OTRS! - 10

Re: [otrs] TicketSolutionResponseTime coming Negative

What version of OTRS you use? We have fixed this related bug: http://bugs.otrs.org/show_bug.cgi?id=8936 It is in OTRS 3.1.12 3.2.0.x. On Thu, Sep 12, 2013 at 12:05 PM, Darshak Modi darshak.m...@elitecore.com wrote: Hi, I am creating a report for average solution time for the ticket , using

Re: [otrs] Command-line script for adding Customer users to groups?

Hi, You can use the script I put here: https://gist.github.com/mbeijen/6491928 -- Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com Happy Birthday OTRS ! - 10 years of Open Technology, Shared Innovation

Re: [otrs] wrong link for beta dwl

Hi Marco, On Thu, Aug 29, 2013 at 2:10 PM, Marco Vannini marco.vann...@gmail.com wrote: The link on the page http://www.otrs.com/en/open-source/get-otrs/software-download/, for RH, points to 3.2.0_B. just to follow up: this has been corrected! -- Mike

Re: [otrs] question about ticketupdate

/OTRS_TicketUpdate_Ticket /TicketUpdate See also the WSDL for more detail: https://github.com/OTRS/otrs/blob/rel-3_2/development/webservices/GenericTicketConnector.wsdl Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than

Re: [otrs] Perl SSL error is keeping me from loving OTRS

see this warning message anymore. Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp

Re: [otrs] Auto-Answer for phone and API-generated tickets?

Hi Oliver, This exact feature is available as a configuration option in upcoming OTRS 3.3: https://github.com/OTRS/otrs/pull/53 -- Mike. Op 30 jul. 2013 16:15 schreef Olivier Macchioni olivier.macchi...@wingo.ch het volgende: Hello dear OTRS user list, Our problem is the following: If the

Re: [otrs] rpc.pl vs nph-genericinterface.pl

rpc.pl is the 'old' style XML over RPC interface. the nph-genericinterface.pl is the 'new' pure SOAP interface. - Using RPC you can integrate directly with a part of the backend OTRS APIs which are relatively low level, using the Generic Interface you can use a bit higher level

Re: [otrs] [PATCH] OTRS Reports not accepting absolute date

Hi, thanks for the notice. We fixed this a while back, in OTRS 3.2.5: https://github.com/OTRS/otrs/commit/47b002ac2cecac1bb1f381fddb5b9849bd87747f -- Mike On Wed, Jul 10, 2013 at 11:45 PM, Artis Caune artis.ca...@gmail.com wrote: Hi OTRS, There is a bug in Kernel/Modules/AgentStats.pm

Re: [otrs] Possibility for making 2 Dashboard widgets interacting with each others?

Hi Cyrille, On 7/8/13, Cyrille Bollu cyrille.bo...@belnet.be wrote: I wanted to know if there are API's to make 2 dashboard widgets interact with each other, so that, for example, selecting a ticket in the Open Ticket widget would show some of the ticket's details in another dashboard

Re: [otrs] Fatal Error user 'otrs' '@' '10.3.0.56' acess denied (using password: yes) windows installer

Hi Ryan, There is a problem in the 'old' web installer where it creates an incorrect user account on the database when using a remote database. I corrected this in the web installer that is in the Windows installer and in the upcoming OTRS 3.3. Best you can do is to manually create a correct

Re: [otrs] Add grid columns to CustomerTicketOverview, AgentTicketZoom, etc.

is to perform modifications similar to those in my initial links? On Tue, Jun 25, 2013 at 4:00 PM, Michiel Beijen michiel.bei...@gmail.com wrote: It's here: http://doc.otrs.org/3.2/en/html/Ticket.html#Ticket:Frontend::Customer::TicketOverview So you can define in SysConfig which fields you

Re: [otrs] Add grid columns to CustomerTicketOverview, AgentTicketZoom, etc.

Hi, In OTRS 3.1 and up, you can specify additional dynamic fields (which are implemented as 'free text fields' in OTRS 3.0) in this overview. Which fields did you want to add? On Tue, Jun 25, 2013 at 2:39 PM, Bogdan Iosif bogdan.io...@gmail.com wrote: Hi, I run OTRS 3.1.10 and would like to

Re: [otrs] Add grid columns to CustomerTicketOverview, AgentTicketZoom, etc.

by the Ticket because I need to show the time elapsed since the last agent update (for us, it's more relevant than the current Age column). At the db level I know how to compute this value but I'm trying to minimize changes at the app server level. On Tue, Jun 25, 2013 at 3:42 PM, Michiel

Re: [otrs] Problem upgrading to 3.2.8 on Windows (cause?: old HTTPD binaries in latest installer?)

BTW if you want to test - here is Win32 version 0.44. http://users.otrs.com/~mb/perl-Win32-0.44.zip == to install it, simply unzip the contents in ..\StrawberryPerl\perl\site\lib -- Mike On Sat, Jun 22, 2013 at 2:22 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Hi Bogdan, First of all

Re: [otrs] Problem upgrading to 3.2.8 on Windows (cause?: old HTTPD binaries in latest installer?)

. That would've been a nightmare. If I see that 3.2.8 doesn't crash immediately anymore, is there anything you can think of that I can try to further ensure the stability of the configuration deployed by this latest installer? On Wed, Jun 19, 2013 at 10:07 PM, Michiel Beijen michiel.bei...@gmail.com

Re: [otrs] Problem upgrading to 3.2.8 on Windows (cause?: old HTTPD binaries in latest installer?)

Hi Bogdan, We switched to a newer version of mod_perl which was compiled by someone from apache; aparently with iconv and libapr versions that are causing all sorts of trouble. Very annoying. I created a 3.2.8 version based on the 'old' apache, mod_perl and strawberry, please let me know if it

Re: [otrs] Lenght of System Log

Hi Ralf, What you see in the AdminLog GUI is actually a copy of the log, written to shared memory. This is only 32K long or so. The actual log is, depending on your settings in Admin SysConfig Framework Core::Log, written to a log file or to syslog. You'd be able to check old entries there.

Re: [otrs] clear text user password in external backend

Hi Adam, On Thu, Jun 6, 2013 at 7:27 PM, Adam Moffett adamli...@plexicomm.net wrote: I have an existing billing system where the user's passwords happen to be stored in MSSQL in plain text. This is an existing system written by another company and I am not at liberty to change it. Is there

Re: [otrs] OTRS on iPad Safari (Chrome)

Hi Jan, Maybe you already found out - but this issue has been fixed last week: http://bugs.otrs.org/show_bug.cgi?id=9105 https://github.com/OTRS/otrs/commit/10d418f66816fb0aae9c401f0d40c39afb8df3ee -- Mike On Mon, May 27, 2013 at 12:24 PM, Jan Řežab ho...@rezab.eu wrote: Hi all. I have

Re: [otrs] Installation documentation somewhat bias away from PostgreSQL

). Alternatively you can also change the user that runs the web server. -- Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our

Re: [otrs] Installation documentation somewhat bias away from PostgreSQL

Hi Paul, On Mon, Jun 3, 2013 at 6:19 AM, Paul Simons paul.sim...@onair.aero wrote: Any chance of releasing the 'installer.pl' before the official date? I could test it for you ;-) We'll have beta's before the release as usual. Also, it's on github, so you could check it there if you want,

Re: [otrs] Google contacts database

If you want to write a CustomerUser backend your best choice will be to base you on this Perl module: https://metacpan.org/module/WWW::Contact::GoogleContactsAPI. See for the calls you need to support the existing DB and LDAP drivers. But writing anything like this is going to require some Perl

Re: [otrs] Support for redundant ODBC CustomerUser backends?

time. Within mod_perl typically the connection is not set up for each query but only once and then is kept open by Apache::DBI. Michiel Beijen Senior Developer OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System

Re: [otrs] Support for redundant ODBC CustomerUser backends?

Hi Cyrille, On Thu, Apr 25, 2013 at 2:29 PM, Cyrille Bollu cyrille.bo...@belnet.be wrote: Of course, we don't use a MySQL server for our Customer data; That would have been too easy... ;-) So the proxy solution doesn't apply. (We use a MS-SQL non-clustered backend btw) I'm sorry, I don't

Re: [otrs] Any other way to control the size of LogModule::LogFile except via LogModule::LogFile::Date?

It's a core module of perl (and in 'corelist') but beware: it is not installed by default if you're on Windows. You can add it afterwards using cpan, but not if your perl is in a path containing spaces (such as when you installed using the OTRS installer in C:\Program Files\OTRS) In newer

Re: [otrs] DBUpdate-to-3.2 errors during upgrade from 3.1.12 - 3.2.2

Hi Ralf, On Mon, Mar 18, 2013 at 2:25 PM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: otrs:/opt/otrs# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists the

Re: [otrs] Merge problem

Hi Ugo It's a known issue: http://bugs.otrs.org/show_bug.cgi?id=6333 -- Mike On Tue, Mar 5, 2013 at 5:15 PM, Ugo Bellavance u...@lubik.ca wrote: Hi, I have a problem with merged tickets (http://thread.gmane.org/**

Re: [otrs] How can I reset passwords for all customers?

Hi Bogdan, There is currently no such script in the framework. But I wrote this script a while ago, feel free to use it: https://gist.github.com/mbeijen/5082292 it works very similar to the current script for agents. The only difference is if you do not provide a password on the command line,

Re: [otrs] Tickets not re-opening on customer reply.

Hi Vadim, On Tue, Feb 26, 2013 at 8:48 PM, Vadim S. Goncharov vgoncha...@nic.ru wrote: Lately it came to my attention that when a customer replies to a ticket closed email the ticket is not re-opened; the customer receives a your ticket has been updated message immediately followed by a your

Re: [otrs] OTRS now on github

There are a multitude of .gitignores all over the place https://github.com/OTRS/otrs/blob/master/Kernel/.gitignore for instance ignores Kernel/Config.pm You can run OTRS from Git and have it ignore var/article, log files, etc. This is also how it would work on developer systems, we want to

Re: [otrs] Unable to hit to RPC.pl

You should enable SOAP username and password in sysconfig, you can not use agent credentials in rpc.pl. Hth, Mike Op 15 feb. 2013 08:12 schreef Jignesh Kakka (jkakka) jka...@cisco.com het volgende: I created following SOAP message and tried to hit to RPC.PL ** ** ** **

Re: [otrs] OTRS localisation and language not working completely

Hi Pete, You should not 'download the language pack', all 30+ translations are inlcuded in the Kernel/Language directory of your OTRS system. Not all languages are equally complete though. Some are well-maintained, some have not been maintained for a little while, some for a little longer. you

Re: [otrs] changing a label in 3.1.x

Hi Steve, The best way to go about it is to change it in a custom translation file. See here: http://doc.otrs.org/developer/3.1/en/html/contributing.html#custom-translation-file You could have a custom translation file that translates the word Service Level Agreement to Severity Type and this

Re: [otrs] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused))

the proxy server there. HTH, Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr

Re: [otrs] Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (Connection refused))

Hi, On Wed, Feb 6, 2013 at 5:40 PM, Israel Garcia iga3...@yahoo.com wrote: Very nice, only one question, does it admit user/password with the URL, I mean: http://myuser:passwd@myproxy:myport/ Have you tried? Yes it does! -- Michiel

Re: [otrs] OTRS freeze tickets its creation time is future than server time

Typically, the best way to keep time in sync on VMWare guests is by installing and using VMware tools. On Sat, Feb 2, 2013 at 8:19 PM, Steven Carr sjc...@gmail.com wrote: You shouldn't need to use cron to keep your time in sync, you can just install ntpd and configure it to synchronise time

Re: [otrs] Upgrade to 3.2 problems and questions

Hi, On Fri, Feb 1, 2013 at 9:31 AM, Martin Gruner martin.gru...@otrs.comwrote: Am 31.01.13 18:35, schrieb Bianchi Massimo: 1) missing new ticket in customer interface Apparently I have not the “new ticket” in customer web interface – quite strange ! I tested it with standard

Re: [otrs] 3.2.1 upgrade ERROR 1091 Can't DROP 'ticket_answered';

Did you run the upgrade script twice? The ticket_answered column really should have been available in the Ticket table, although it was no longer used. -- Mike On Tue, Jan 29, 2013 at 12:39 PM, Marco Vannini marco.vann...@gmail.comwrote: Did anyone got this during ]# cat

Re: [otrs] 3.2.1 upgrade ERROR 1091 Can't DROP 'ticket_answered';

fine, no need to worry! done. Migration completed! On Tue, Jan 29, 2013 at 1:11 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Did you run the upgrade script twice? The ticket_answered column really should have been available in the Ticket table, although it was no longer used

Re: [otrs] NLB (load balancing) OTRS

On topic of big databases: databases store data. Binary data is still data. I do understand that large databases means large backups and thus long backup time but if you have the data on disk you also have the data and you need to back it up as well. So to some extent it is: your database is

Re: [otrs] OTRS statistics with ticket owner?

Hi Jurjen, You'll have to activate it in SysConfig: Framework - Frontend::Agent::Stats = Stats::UseAgentElementInStats = yes This is because OTRS is by origin German, and in Germany it can be forbidden to track performance of your individual employees Michiel Beijen Senior Consultant

Re: [otrs] respect foreign ticket IDs

Hi Jan, What you're asking for is exactly what our External Ticket Number Recognition Feature Add-On does: http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-external-ticket-number-recognition/ Michiel Beijen Senior Consultant OTRS BV Schipholweg 103

Re: [otrs] Customer AutoComplete

Hi Nick, The fields thaw are searched are defined in your customer data source configuration. You might use the built in database to read customer data, or for instance an LDAP source, or a combination. Modify the data source configuration so the correct fields are searched and displayed. If you

Re: [otrs] Fetching mails from Lotus Domino without POP/IMAP access

You could configure an MTA such as Postfix on the OTRS server, accepting emails for supp...@otrs.yourdomain.com and pipe this directly into OTRS. Then, you can configure on the Lotus Notes side to forward all mail to this address:

Re: [otrs] Using soap to create faq item from csv file

, there is also a FAQImport.pl script that you can use to import directly, I think it will be the easiest way for you. -- Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS

Re: [otrs-de] nach dem Update von p5-IO-Socket-SSL wird zyklisch ein Hinweis generiert

OTRS will break if we do not make a change! https://www.metacpan.org/source/SULLR/IO-Socket-SSL-1.81/Changes Kindest regards from Hessen, Michiel Beijen OTRS Group If anyone else would have g On Thu, Dec 6, 2012 at 9:25 AM, Stefan Sabolowitsch stefan.sabolowit...@felten-group.com wrote: Hallo

Re: [otrs] Cross-Site Request Forgery(CSRF)

Hi ravi, Please report security issues to secur...@otrs.org Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons

Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)

Hi David, Thanks for the suggestion - I appreciate your concern. Better packaging has been long on our wish list but the list is long and the amount of hours in a day is not. Anyway, to be able to pull this off the upgrade process for patch level updates should be fool proof and should not

Re: [otrs] reg: session cookie to set as secure

. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become

Re: [otrs] [dev] postmaster pre-filter: search in tickets

Hi Peter, On Thu, Oct 25, 2012 at 3:47 PM, Peter Tester rag4711-o...@yahoo.de wrote: I wrote an postmaster pre-filter that searches in the tickets for an existing external ID, if it's existing a new article to this ticket is added. Otherwise a new ticket is added. My problem is that I have

Re: [otrs] Can't get IMAPS/POPS Mail and Can't Connect to http://otrs.org/product.xml

Hi Derek, This would be already fixed in more recent OTRS's. Please try replacing Kernel/System/MailAccount/IMAPTLS.pm with this version: http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/MailAccount/IMAPTLS.pm?revision=1.1.2.1view=markup ref: http://bugs.otrs.org/show_bug.cgi?id=8568

Re: [otrs] Does OTRS support calculated fields?

Hi Bogdan, You can implement this by writing an event module that does the calculation whenever an article dynamic field is updated and stores the result in a ticket level dynamic field. There is no way to get around writing some code here. You do not have to mess with OTRS's own source code;

Re: [otrs] Apache crashing mod_perl disable

Hi Antonio, I would like to recommend you to install the version I put together AND upgrade to 3.1. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons

Re: [otrs] Apache crashing mod_perl disable

Hi Antonio, I've created a new version of the Windows Installer which bundles a different Apache (ApacheLounge's version) with a different mod_perl; for me it no longer restarts but I would like to get some feedback from actual users. Please test it and let me know if it works for you!

Re: [otrs] Connection to platform failed

I'm sure the best way to implement it is to not let the LDAP driver in Kernel::System::CustomerUser::LDAP die if it can not connect. If you would add that functionality, I'm sure we'd be open to accept such patches! -- Mike On Sun, Sep 23, 2012 at 6:04 PM, Stefano Ricci

Re: [otrs] how cutomize sheet size in PDF

. Regards. A las Miércoles, 05/09/2012 en 13:43 Michiel Beijen escribió: Hi, Only on a system-wide basis; see the PDF::PageSize setting in SysConfig: http://doc.otrs.org/3.1/en/html/config.html#Framework:Core::PDF -- Mike On Wed, Sep 5, 2012 at 8:36 PM, Soporte Informatica PGJE d

Re: [otrs] how cutomize sheet size in PDF

Hi, Only on a system-wide basis; see the PDF::PageSize setting in SysConfig: http://doc.otrs.org/3.1/en/html/config.html#Framework:Core::PDF -- Mike On Wed, Sep 5, 2012 at 8:36 PM, Soporte Informatica PGJE d...@pgje.michoacan.gob.mx wrote: Hello, Is posible customize the sheet size in PDF

Re: [otrs] Restricting the self-registration feature

Hi Brian, On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atw...@yahoo.dk brianmortonb2b-atw...@yahoo.dk wrote: What I would like is that only users (customers) who register with e-mail domains that are known to the OTRS system are allowed to self-register on the portal. As stated, this

Re: [otrs] cron jobs syntax

Hi Brian, Thanks for the suggestion, but can you please be a little more specific as to which platforms and versions you know that do not understand the Vixie syntax OTRS uses? AFAIK all Linuxen and *BSDs have vixie cron or anacron and this is no problem there. Also, I still have to run into the

Re: [otrs] otrs Digest, Vol 47, Issue 30

Hi Steven! On Thu, Aug 16, 2012 at 9:37 AM, Steven Carr sjc...@gmail.com wrote: The themes functionality within OTRS really does need an overhaul to prevent this. Switching to a CSS skinning type model might be alot more flexible for people and not require as much effort to customise OTRS, but

Re: [otrs] Saving FAQ attachments on fileserver

in the FAQ; you should increase the max_allowed_packet size in the mysql configuration; and you should be good. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Get Connected ! Everything in sync

Re: [otrs] Unable to Add new Customer using OTRS customer.pl portal

Hi Brian, The problem is probably that your database backend requires different fields than OTRS expects here. And yes, it is easy to disable this feature, by switching off the feature CustomerPanelCreateAccount under Admin SysConfig Framework Frontend::Customer. -- Mike On Wed, Aug 15, 2012

Re: [otrs] RichTextEditor stopped working after upgrade to 3.1.7

So actually, you used the package that was meant for OTRS 3.0.x; I uploaded both versions for 3.0 and 3.1 to OPAR but that website is not very user-friendly, at least not to me (and Renée Bäcker welcomes patches... ) So the packages are also for download on the github repository; which would be

Re: [otrs] OTRS 3.1.7 New phone ticket URL with phonenumber as parameter

Hi Jonas, This has already been fixed by Carlos Rodriguez in upcoming OTRS 3.1.8 - see this bug report which also has pointers at which files to replace for OTRS 3.1.7: http://bugs.otrs.org/show_bug.cgi?id=8230 Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden

Re: [otrs] How to run multple OTRS intances in single apache server ?

' but you can not set up 'helpdesk.mycompany.com/otrs/index.pl' and '/otrs-test/index.pl'. -- Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Get Connected ! Everything in sync with OTRS 3.1

Re: [otrs] Lightbox HowTo on OTRS

...@gmail.com wrote: Michiel, What is in your mind regarding the rendering viewing portal for a pdf? (How do you want the interface to be for a multi-page pdf?) Lightbox ish? inline like scribd? replace current page? New window? On Sun, Jul 15, 2012 at 3:07 PM, Michiel Beijen michiel.bei

Re: [otrs] Anyone try using the 3.1 Generic Interface with Exchange Web Services?

(in the form of money, so we can do it, or by doing it yourselves) and/or the Exchange test box I'm quite sure we can make this happen! Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Get

Re: [otrs] OTRS::ITSM 3.1.2 Error

Hi, On Fri, Jul 13, 2012 at 9:29 PM, Stinson, Steven sstin...@ocusd.net wrote: Our help desk server suddenly started coming up with an error whenever we attempt to browse to it. The error states that “The browser you are using is too old. OTRS runs with a huge lists of browsers, please

Re: [otrs] Lightbox HowTo on OTRS

Hi! On Sat, Jul 14, 2012 at 2:21 AM, Gerald Young cryth...@gmail.com wrote: Slightly out of the ordinary thing, but I had fun with it ... How to add Lightbox2 to OTRS so when you click on an image attachment, it does that popover effect. http://forums.otterhub.org/viewtopic.php?f=60t=16302

Re: [otrs] Calendar assigned to Queue not working

Hi Derek, The time zone in the calendar does not change the create time for tickets; create time for tickets would always be local time of the user. If I create a ticket at 7 AM, this will always be 7 AM no matter the time zone attached to the calendar of the queue. I hope this makes sense. If

Re: [otrs] New New generic agent notification module

Actually, what was meant here is the module Kernel::Output::HTML::NotificationGeneric which you can use to display messages in the agent interface. This can be for instance very useful if you want to have a banner that says 'test environment' or something. You can configure it via the SysConfig

Re: [otrs] otrs 3.1 ITSM on windows

Hi, On Wed, Jul 4, 2012 at 7:57 AM, ravi shanker rshanker...@yahoo.com wrote: i'm trying to install otrs 3.1.1 with active perl 5.10 and mssql on win2003 OS;whenever i m trying to install ITSM package i'm getting CGI error ..however with same configuration mentioned above otrs 3.0 ITSM is

Re: [otrs] Kernel::System::CustomerUser - CustomerIDs() ?

Hi Bernard, I think it is more a topic for the dev@ list, really... Did you add the CustomerIDs field in the customer datasource mapping? -- Mike On Wed, Jul 4, 2012 at 10:21 AM, Bernard Chambon bernard.cham...@cc.in2p3.fr wrote: Hello, How to get CustomerIDs from a customer ? I thought it

Re: [otrs-de] otrs.ITSMConfigItemDelete.pl - Your SQL is longer than 4k

Hi, Please see the bug report I reported for you; it contains a fix: http://bugs.otrs.org/show_bug.cgi?id=8617 -- Mike On Thu, Jun 28, 2012 at 8:43 AM, Rainer Bendig mrben...@mrbendig.com wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi, ich habe derzeit noch OTRS 3.1.3 laufen, mit

Re: [otrs] file manager package for otrs 3.1.6

Manager functionality, or de-install the file manager and upgrade to 3.1.x if you do not need it. Of course if you would REQUIRE this functionality we could also offer you to port it to 3.1 on a commercial basis. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden

Re: [otrs] How to get the value of a dynamic field in an event module

event, still working with generic Agent.) You can bind to the event for this specific field. If your register your event module for the event TicketDynamicFieldUpdate_IsCompanyTicket it would only be triggered if this field is updated. Kindest regards, Michiel Beijen Senior Consultant OTRS BV

Re: [otrs] Help - Information after merging tickets

of his/her ticket. Regards, Stefanie Message: 2 Date: Tue, 26 Jun 2012 19:51:28 +0200 From: Michiel Beijen michiel.bei...@otrs.com Subject: Re: [otrs] Help - Information after merging tickets To: User questions and discussions about OTRS. otrs@otrs.org Message-ID

Re: [otrs] Help - Information after merging tickets

Hi, You can achieve it using an event based notification. It is a little bit nasty, because you have to capture the fact that the merge creates a new article containing the new ticket number: Create a notification (event based) Select Recipient Groups: Customer Event: ArticleCreate Article Type:

Re: [otrs] Errors while upgrading OTRS from 2.4.7 to 3.0.1

Hi, You did not only update OTRS, but you probably upgraded MySQL from 5.0 or 5.1 to 5.5 as well. What this does, is usually change the default table type to InnoDB. It now tries to add references between tables using the legacy MyISAM and the newer InnoDB types; this will generate this error.

Re: [otrs] How to get the value of a dynamic field in an event module

- ArticleID: 6427 From: OTRS System otrs@localhost To: my.custo...@otrs.com, Subject: [Ticket#201206161043] Test ticket subject Created: 2012-06-16 20:37:27 SenderType: agent Body: Test ticket body Your Ticket-Team Michiel Beijen -- Super Support

Re: [otrs] Help - French Interface not complete translated

Hi Ugo, On Wed, Jun 6, 2012 at 10:27 PM, Ugo Bellavance u...@lubik.ca wrote: On 2012-06-06 14:32, Leonardo Certuche wrote: You just have to improve the files /opt/otrs/Kernel/Language/fr* How do we submit to OTRS afterwards, so that it is included in their code? We have a nice document on

Re: [otrs] ticketID vs ticket numer

Hi, On Wed, Jun 6, 2012 at 10:41 AM, Bernd Backhaus be...@stylebites.de wrote: Can I just as well use: http://some.domain.com/otrs/index.pl?Action=AgentTicketZoom;TicketNumber=201206061071 which seems to work just the same? snip well it seems to work :) If no one comes up with any

Re: [otrs] 3.0.13 rpm not available for Red Hat systems

Hi Ugo, On Tue, Jun 5, 2012 at 2:09 PM, Ugo Bellavance u...@lubik.ca wrote: I got this announcement this morning: http://www.otrs.com/en/open-source/community-news/releases-notes/release-notes-otrs-help-desk-3013/ But the rpm is not available for RH systems:

Re: [otrs] Print HTML formatting in ticket view

Hi Rangel, On Tue, May 22, 2012 at 4:45 PM, Rangel Perez Sardinha ran...@ezvoice.com.br wrote: I am trying to use  OTRS with some templates using HTML with the same look of printed documents of my company,  using as a template in Responses. When i use the response action the HTML output works

  1   2   3   4   5   6   7   8   >