User List for general discussion, basic troubleshooting and questions.

diego.giardinetto | 1 Aug 2009 01:08

Re: Escalated ticket time too big...

Problem solved, thx!
Diego

Def. Quota Martin Edenhofer <me <at> otrs.com>:

> Hi Diego,
>
> On Jul 31, 2009, at 23:57 , diego.giardinetto <at> zephirworks.com wrote:
>
>> Hi all, I just upgraded to otrs 2.4.2 and escalated ticket have  
>> strange time values: in dashoboard view, time shown is like 344960  
>> hours and 50 mins or other values like this...
>
>
> Also after rebuilding the escalation index?
>
> shell> bin/otrs.RebuildEscalationIndex.pl
>
>  -Martin
>
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Lakshan Fernando. | 3 Aug 2009 06:01

Re: Re. OTRS upgrade 2.3.4 --> 2.4.1 perl error


Hi Alan,

thanks for the reply, here is the status

[otrs <at> otrs bin]$ perl -cw /opt/otrs/bin/cgi-bin/index.pl
/opt/otrs/bin/cgi-bin/index.pl syntax OK
[otrs <at> otrs bin]$ perl -cw /opt/otrs/bin/PostMaster.pl
/opt/otrs/bin/PostMaster.pl syntax OK
[otrs <at> otrs bin]$ 

Lakshan

--- On Fri, 7/31/09, Alan McKay <alan.mckay <at> gmail.com> wrote:

> From: Alan McKay <alan.mckay <at> gmail.com>
> Subject: Re: [otrs] Re. OTRS upgrade 2.3.4 --> 2.4.1 perl error
> To: "User questions and discussions about OTRS." <otrs <at> otrs.org>
> Date: Friday, July 31, 2009, 8:52 PM
> What do these return?
> 
>   perl -cw /opt/otrs/bin/cgi-bin/index.pl
>   perl -cw /opt/otrs/bin/PostMaster.pl
> 
> 
> 
> -- 
> “Don't eat anything you've ever seen advertised on TV”
>          - Michael Pollan,
> author of "In Defense of Food"

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rajaa Jlil | 3 Aug 2009 10:56

Re: Help with email configuration and testing

hey ,

i have a problem , i can't see my emails via the otrs interface i've type in a line :

poll DEEXCS02 protocol IMPA user X/YOUR.USER/YOURMAILBOX password YOURPASSWORD is otrs

and i've edit the file : fetchmail on opt/otrs/var/cron :

*5**** [ -x/usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null

Plz need a help

Cordialement

-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49

Date: Thu, 18 Jun 2009 18:21:52 +0200
From: eureka63.bis <at> gmail.com
To: otrs <at> otrs.org
Subject: Re: [otrs] Help with email configuration and testing

I'm very sorry but, as you can read, I'm very far from the solution!!!

At the moment I need to fix the PPM error

Can't locate object method "rvalidate" via package "PPM::XML::PPD::html" at
C:/Program Files/OTRS/StrawberryPerl/perl/site/lib/PPM.pm line 1687, <> line 5.

or the CPAN one

... Detected uninstalled Perl. Trying to continue.
Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\Program Files\OTRS\StrawberryPerl\perl\bin C:\Program Files\OTRS\StrawberryPerl\perl\bin)

Best

2009/6/18 rajaa Jlil <rajaa_0000 <at> hotmail.com>

hello ,

if u can help with email configuration it would be nice from you.

i don"t know how to configurate my adress system ( password too ).

thx

-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49

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rajaa Jlil | 3 Aug 2009 10:55

Re: HELP -recieving emails

hey ,

i have a problem , i can't see my emails via the otrs interface i've type in a line :

poll DEEXCS02 protocol IMPA user X/YOUR.USER/YOURMAILBOX password YOURPASSWORD is otrs

and i've edit the file : fetchmail on opt/otrs/var/cron :

*5**** [ -x/usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null

Plz need a help

Cordialement

-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49

Date: Fri, 19 Jun 2009 13:04:42 +0200
From: dt <at> trigcom.no
To: otrs <at> otrs.org
Subject: Re: [otrs] HELP - Move notification email

.ExternalClass p.EC_MsoNormal, .ExternalClass li.EC_MsoNormal, .ExternalClass div.EC_MsoNormal {margin-bottom:.0001pt;font-size:12.0pt;font-family:'Times New Roman','serif';} .ExternalClass a:link, .ExternalClass span.EC_MsoHyperlink {color:blue;text-decoration:underline;} .ExternalClass a:visited, .ExternalClass span.EC_MsoHyperlinkFollowed {color:purple;text-decoration:underline;} .ExternalClass p {margin-right:0cm;margin-left:0cm;font-size:12.0pt;font-family:'Times New Roman','serif';} .ExternalClass p.EC_MsoAcetate, .ExternalClass li.EC_MsoAcetate, .ExternalClass div.EC_MsoAcetate {margin-bottom:.0001pt;font-size:8.0pt;font-family:'Tahoma','sans-serif';} .ExternalClass span.EC_contentkey {;} .ExternalClass span.EC_contentvalue {;} .ExternalClass span.EC_EpostStil20 {font-family:'Calibri','sans-serif';color:#1F497D;} .ExternalClass span.EC_BobletekstTegn {font-family:'Tahoma','sans-serif';} .ExternalClass .EC_MsoChpDefault {;} <at> page Section1 {size:612.0pt 792.0pt;} .ExternalClass div.EC_Section1 {page:Section1;}

No. That will work, but only as long as we have not already mapped the ticket to a customer.

The best solution would be if it was possible to choose which email it would send the notification to. (Sender email or customer database email)

Nobody had this issue before?

Maybe it’s possible to change somewhere in the sourcecode??

Best regards

DT

Fra: otrs-bounces <at> otrs.org [mailto:otrs-bounces <at> otrs.org] På vegne av Marco Vannini
Sendt: 19. juni 2009 12:47
Til: User questions and discussions about OTRS.
Emne: Re: [otrs] HELP - Move notification email

Hi,

Have you tried in sysconfig core::ticket

CustomerNotifyJustToRealCustomer:
Send customer notifications just to mapped customer. Normally if no customer is mapped, the latest customer sender gets the notification. [No \/]
(Default: No)

?

CU

MV

On Fri, Jun 19, 2009 at 12:06 PM, Daniel Tangen - Trigcom AS <dt <at> trigcom.no> wrote:

Thanks for your reply.

This would make the system not send any notification at all when a ticket is moved.

I would like it to send a move notification to the senders email address. (Not the customers preregistered email address in the database)

Best regards

DT

Fra: otrs-bounces <at> otrs.org [mailto:otrs-bounces <at> otrs.org] På vegne av samuel THOMAS
Sendt: 19. juni 2009 12:01
Til: User questions and discussions about OTRS.
Emne: Re: [otrs] HELP - Move notification email

Hi,

In admin -> Queue
select "No" at "Customer Move Notify" for each your queues.
(in hope its help)

Samuel.

2009/6/19 Daniel Tangen - Trigcom AS <dt <at> trigcom.no>

Hi,

When I move a ticket into another queue a notification is sent to the customer database email address. Is it possible to change this so that it goes to the sender email address instead?

Best Regards
DT

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Tibor Hirner | 3 Aug 2009 13:18

event notifications without real values of "<OTRS_UserFirstname>" or "<OTRS_CUSTOMER_FROM>"

Hi all,

otrs version 2.4.2, [ Admin-Area ] -> [ Notification (Event) ]

if a new created notification text contains variables like

"<OTRS_CUSTOMER_SUBJECT[50]>"
"<OTRS_UserFirstname>"
"<OTRS_CUSTOMER_FROM>"
"<OTRS_CUSTOMER_EMAIL[100]>"

agents receive notifications without the real values of these variables.

It seems like notifications created in the [ Notification (Event) ] menu
do not support variables.

Notice: former notifications created in the [ Notification ] menu work
correctly.

Do you even noticed this problem ?

Thanks much for any response.
Have a fine day.
Tibor.
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richieri | 3 Aug 2009 15:00

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Aquiles Cohen | 3 Aug 2009 17:02

Problem with new features

Hi, i dont sure if i have to post this here

i upgraded to otrs 2.4.2 and ITSM 1.3.1. Today i noticed that ticket overview and bulk button has gone from AgentTicketQueue but in AgentTicketLockedView and AgentTicketLockedView is working ok....... any clues??

Aquiles Cohen.-

Homepage : http://aqcohen.blogspot.com

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Rodrigo Correa | 3 Aug 2009 18:08

Update to version 2.3.3 to 2.4

Good morning,
I have the version 2.3.3 of OTRS installed and working a long time in my company, I need to upgrade to version 2.4 (most current).

What steps do I need to do to upgrade?
What file do I need a backup for security?

Use Suse Linux and the database in Mysql.

Thanks,
Rodrigo Corrêa

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Alan McKay | 3 Aug 2009 18:30

Re: Update to version 2.3.3 to 2.4

Back up your DB and all of /opt/otrs just to be safe.

The new tarball comes with a file that tells you the steps required to upgrade.

You should look at some of the recent discussions in this list though
(check the archives) because there have been some problems with those
steps.  It seems one of the commands needs to be run as root whereas
the document says to run it as the OTRS user.

--

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Shawn | 3 Aug 2009 20:21

Re: Update to version 2.3.3 to 2.4

If you're like me, you'll be "meld"-ing the customizations on the themes for quite a while, but, I found it to be a smooth operation otherwise - just perform the DB update afterwards, the DB upgrade script files are included in the upgrade package, think under "./bin"?

On Mon, 2009-08-03 at 12:30 -0400, Alan McKay wrote:

Back up your DB and all of /opt/otrs just to be safe. The new tarball comes with a file that tells you the steps required to upgrade. You should look at some of the recent discussions in this list though (check the archives) because there have been some problems with those steps. It seems one of the commands needs to be run as root whereas the document says to run it as the OTRS user.

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