Search found 48 matches

by Xypher
14 Feb 2013, 18:17
Forum: Help
Topic: AgentTicketZoom DynamicFields
Replies: 9
Views: 2369

Re: AgentTicketZoom DynamicFields

ioviedo,

That is a feature Add-on which you must purchase in order to implement. "Feature Add-On: Storing LDAP Attributes"
by Xypher
13 Feb 2013, 18:00
Forum: Help
Topic: AgentTicketZoom DynamicFields
Replies: 9
Views: 2369

Re: AgentTicketZoom DynamicFields

crythias wrote:? Ticket free text? I thought we were talking about Dynamic Fields.

show your config for the screen. and version of otrs.
Well the ticketfreetext is encapsulated in a dynamic field block. Using 3.1.12. Not sure what to show you for settings...
by Xypher
13 Feb 2013, 17:54
Forum: Help
Topic: AgentTicketZoom DynamicFields
Replies: 9
Views: 2369

Re: AgentTicketZoom DynamicFields

To further refine the customization (and remove any text if the field has no value) <!-- dtl:block:TicketDynamicField1 --> <label>$Text{"$QData{"TicketFreeText1"}"}</label> <!-- dtl:block:TicketDynamicField1 --> <!-- dtl:block:TicketDynamicField15 --> <label>$Text{"$QData{&q...
by Xypher
13 Feb 2013, 17:51
Forum: Help
Topic: AgentTicketZoom DynamicFields
Replies: 9
Views: 2369

Re: AgentTicketZoom DynamicFields

crythias wrote:dynamic fields will show if they have values and they're enabled for a given screen.
that's the thing... I have Ticket->Frontend::Agent::Ticket::ViewZoom with the dynamic fields entered and enabled. (And the TicketFreeText has a value)
by Xypher
13 Feb 2013, 17:42
Forum: Help
Topic: AgentTicketZoom DynamicFields
Replies: 9
Views: 2369

Re: AgentTicketZoom DynamicFields

Nevermind, somehow this customization did the trick...

Code: Select all

<label>$Text{"$QData{"TicketFreeText1"}"}</label>
by Xypher
13 Feb 2013, 17:31
Forum: Help
Topic: AgentTicketZoom DynamicFields
Replies: 9
Views: 2369

AgentTicketZoom DynamicFields

For some reason I cannot get DynamicFields to show up under AgentTicketZoom.

Why might this be?
by Xypher
06 Dec 2012, 17:59
Forum: Help
Topic: OTRS Backup Question
Replies: 6
Views: 1772

Re: OTRS Backup Question

Sorry, to give more description to the attachment corruption... Whenever a reply/response is made through the website and an attachment is added, that attachment will become corrupt. (If e-mailing to the support address with an attachment, everything is ok) This all happened after migrating over to ...
by Xypher
05 Dec 2012, 17:18
Forum: Help
Topic: OTRS Backup Question
Replies: 6
Views: 1772

Re: OTRS Backup Question

On the attachments storage note, not sure if you remember a little while ago we were (and still are) having attachment corruption issues. Might switching to filesystem storage fix this? (Overall I suppose it would be a good choice to switch to filesystem storage) Thank you for the recommendation, it...
by Xypher
05 Dec 2012, 16:56
Forum: Help
Topic: OTRS Backup Question
Replies: 6
Views: 1772

Re: OTRS Backup Question

Well I knew someone would respond quickly on this site :) But we're running our OTRS on the Debian flavor of linux. Our db is roughly 9½ GB. Last time I did a mysqldump it took over 30minutes. If the solution would be to point a temporary httpd page at the OTRS path I think it would be fun to mimic/...
by Xypher
05 Dec 2012, 16:37
Forum: Help
Topic: OTRS Backup Question
Replies: 6
Views: 1772

OTRS Backup Question

So I'd like to backup our otrs mysql db but in order to do so we must bring down mysql, and thus we'd be bringing down OTRS. Is there some kind of maintenance page I could have displayed to the customer while doing the backup? Perhaps not done through OTRS, maybe pointing the httpd temporarily to cu...
by Xypher
02 Nov 2012, 16:04
Forum: Help
Topic: Customer Preferences Email
Replies: 2
Views: 775

Re: Customer Preferences Email

How does a custom module get processed? I'm reading up on this and I see an example of a custom customer preferences module, and its xml configuration file. But it doesn't show the process of implementation. I'm sure this info is somewhere and I'm sorry to ask, but would you or someone be willing to...
by Xypher
02 Nov 2012, 15:33
Forum: Help
Topic: Customer Preferences Email
Replies: 2
Views: 775

Customer Preferences Email

Is there currently a way to allow customers to see their account e-mail address under their Preferences?

If not, what file must I manipulate? I can't seem to find the .dtl for the Preferences interface...
by Xypher
28 Sep 2012, 16:59
Forum: Help
Topic: Article 'create_by' Shown to Agent
Replies: 4
Views: 1131

Re: Article 'create_by' Shown to Agent

Palm -> Face


Thanks jojo.
by Xypher
28 Sep 2012, 16:48
Forum: Help
Topic: Article 'create_by' Shown to Agent
Replies: 4
Views: 1131

Re: Article 'create_by' Shown to Agent

jojo wrote:it is already doing
In the latest version?
by Xypher
28 Sep 2012, 16:09
Forum: Help
Topic: Article 'create_by' Shown to Agent
Replies: 4
Views: 1131

Article 'create_by' Shown to Agent

Hello, I know this has to be possible, but the perl expertise is beyond my reach. What I am looking for is for a ticket article (agent side) to not only show "From", "To" and "Subject" in the header of the article but also "Created By". This would of course ha...
by Xypher
24 Aug 2012, 20:46
Forum: Help
Topic: Hide Auto Response Article
Replies: 10
Views: 12792

Re: Hide Auto Response Article

Excellent, thank you crythias!
by Xypher
24 Aug 2012, 19:31
Forum: Help
Topic: Hide Auto Response Article
Replies: 10
Views: 12792

Re: Hide Auto Response Article

Hmmm, maybe I found a way. Modify a theme that is forced as default by adding these two lines in one of the 'page complete' javascript'lets:

document.getElementById('Row2').hidden = true;
document.getElementById('Row3').hidden = true;


But there's got to be a better way...
by Xypher
24 Aug 2012, 18:58
Forum: Help
Topic: Hide Auto Response Article
Replies: 10
Views: 12792

Hide Auto Response Article

Hello,

Is there anyway to go about hiding the auto response / agent notification articles from tickets?
by Xypher
21 Aug 2012, 18:52
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

Should any of the OTRS tables be collation of 'utf8_bin' (Say perhaps the article_attachment table) or does this not matter?
by Xypher
14 Aug 2012, 15:20
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

note that I haven't tried this, but this person seems to have done something: http://blogs.law.harvard.edu/djcp/2010/01/convert-mysql-database-from-latin1-to-utf8-the-right-way/ YMMV. Seems a tad bit easy... even a couple of their comment'ers had a thing or two to say about the method provided. I'l...
by Xypher
14 Aug 2012, 13:57
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

So if one of you could, please provide an outline or link to an official site showing step by step what to do to convert a MySQL db to utf8 (with OTRS in mind.)
by Xypher
13 Aug 2012, 21:52
Forum: Help
Topic: Hypertext/Links Missing
Replies: 2
Views: 747

Re: Hypertext/Links Missing

where, exactly? Make sure you're not disabling, for instance, richtext support. No, I was in the middle of optimizing a table... boss said, "Hey is OTRS down?", I jumped the gun and stopped the process and it "corrupted" the article_attachment table. I fixed it though using myis...
by Xypher
13 Aug 2012, 19:19
Forum: Help
Topic: Hypertext/Links Missing
Replies: 2
Views: 747

Hypertext/Links Missing

I've got another one! :)

What would cause all text to be shown as plain-text? No hypertext/links (like within people's signatures, etc)
by Xypher
13 Aug 2012, 15:14
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

OK so OTRS wasn't much help. Their response was: It seems to me that part of the schema must have gotten lost during the utf-8 conversion. The help I can offer for database conversion is limited since this is an issue on the MYSQL end. Generally speaking I would recommend checking the datatype for '...
by Xypher
06 Aug 2012, 22:04
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

OK so today I finally got a 'desktop sharing meeting' going and got a peek first hand at the issue. Silly enough, the users all shared the same bookmark (they hit bookmark when inside the CustomerTicketOver View from before we upgraded) So they all were making reference to this faulty bookmark :shoc...
by Xypher
06 Aug 2012, 18:45
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

crythias wrote:and you're *certain* these 3 or so users don't have their own theme?

Code: Select all

SELECT * FROM customer_preferences WHERE preferences_key = 'UserTheme';
All show the same theme...
by Xypher
06 Aug 2012, 17:58
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

Regarding: CustomerFrontend::Module###CustomerTicketOverview

Both 'link' fields are showing "Action=CustomerTicketOverview;..."

I do not see anything with an "OverView" anywhere in that config
by Xypher
06 Aug 2012, 17:36
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

No
Yes (they have)
Yes
by Xypher
06 Aug 2012, 17:26
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

Why is the user trying to get to View? is there any View (capital V) referenced in your theme? To my understanding, it's not these 3 or so users trying to do anything except log into our portal. The initial redirect url being handed off after they login is where the V is getting pulled from a cache...
by Xypher
06 Aug 2012, 16:53
Forum: Help
Topic: SendAgentNotification -> NewTicket
Replies: 2
Views: 1467

Re: SendAgentNotification -> NewTicket

crythias wrote:agent preferences notifications yes queue selected in my queues.

Code: Select all

%arm = {
  palm => "face",
};
Thanks crythias
by Xypher
06 Aug 2012, 16:37
Forum: Help
Topic: SendAgentNotification -> NewTicket
Replies: 2
Views: 1467

SendAgentNotification -> NewTicket

For the life of me I cannot seem to find a defined agent notification that was added to my company's OTRS before I was hired. [Mon Aug 6 09:36:04 2012][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to '{email}@{address}{com}'. Getting a feed of 5...
by Xypher
06 Aug 2012, 15:57
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

After trying the symbolic link I'm getting this error:

Code: Select all

 Message: Module Kernel::Modules::CustomerTicketOverView not registered in Kernel/Config.pm!
And the customer is still receiving the same error message.
by Xypher
06 Aug 2012, 15:27
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

Ok will do. Thank you for all your help CSL.
by Xypher
06 Aug 2012, 15:26
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

RebuildConfig & DeleteCache with no luck. Here is a more detailed log of the error: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Aug 6 09:03:41 2012 Message: Module Kernel/Modules/CustomerTicketOverView.pm not found! Traceback (58452): Module: Kernel::System::Web::InterfaceCustomer::Run (...
by Xypher
06 Aug 2012, 14:06
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

.. What charset is your webserver set to use? You can check in Firefox by going to the 'Web Developer' menu - 'Character encoding' .. I don't see the option of Character Encoding but when I view the Page Info after visiting our OTRS site it shows "Content-Type = text/html;charset=utf-8". ...
by Xypher
04 Aug 2012, 22:21
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

So I find out our company has a basic subscription with OTRS and we have a ticket open with them on this issue now. I'll update with the resolution once one is found.
by Xypher
03 Aug 2012, 22:37
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

From UPGRADING 9) Refresh the configuration cache and delete caches ------------------------------------------------- Please run: shell> bin/otrs.RebuildConfig.pl shell> bin/otrs.DeleteCache.pl Ah yes, I did run this when upgrading. I'll try it again and see if the error persists. Will let you know...
by Xypher
03 Aug 2012, 21:37
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

crythias wrote:The direct answer is View versus view (capitalization). The longer answer *might* be you didn't rebuild config. or delete cache (since it's only happening to specific users).
What would be the proper way of delete/clearing cache?
by Xypher
03 Aug 2012, 21:04
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

It's happening to only a select few individuals, and right after they log in.
by Xypher
03 Aug 2012, 20:34
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

What's new is upgraded from 3.0.10 to 3.1.7 and converted our db from latin1 to utf8
by Xypher
03 Aug 2012, 19:51
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

Re: CustomerTicketOverView Error

All I've got is the default:

Code: Select all

$Self->{TicketAcl}->{'ACL-Customer-Type'} = {
Properties => {
	Frontend => {
		Action => ['CustomerTicketMessage'],
			},
		},
Possible => {
	Ticket => {
		Type => ['Incident'],
		},
	},
};
by Xypher
03 Aug 2012, 18:38
Forum: Help
Topic: CustomerTicketOverView Error
Replies: 22
Views: 4908

CustomerTicketOverView Error

Getting this error for 3 Customers right after they log in (although they report if they go to another computer they don't get the error): error OTRS-CGI-10 Module Kernel::Modules::CustomerTicketOverView not registered in Kernel/Config.pm! Seems like maybe their cache/cookies/something with their se...
by Xypher
02 Aug 2012, 20:54
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

I saw the iconv command but based on the status of the conversion it was not needed. All attachments that exist and that are not corrupt are still the same today. The truncation happens at submission of the attachment. It will even show the file as short in size when viewed from the ticket (AgentTic...
by Xypher
02 Aug 2012, 17:26
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

When making a dump of the database I was using max_allowed_packet=512M

mysqlcheck came back OK on all tables.
by Xypher
02 Aug 2012, 15:17
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

Ok so yesterday was horrible, our ticketing system was down for a large portion of the day due to dumping & recreating the db. This morning I was able to convert all the tables to utf8 (yesterday I tried using a perl regex substitute to convert them but ended up getting key max size 1000 errors ...
by Xypher
01 Aug 2012, 14:21
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

Ah son of a... Yeah "show variables like 'char%';" was tainted by latin1 and every table status showed latin1 I missed one command in between the mysqldump and import. Thought since 'file backup.sql' came back as UTF8 there was no need. Currently in process of re-dumping the db and will do...
by Xypher
31 Jul 2012, 18:52
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Re: Ticket Attachment Encoding

CSL, We're using MySQL 5.1.49-3 on Debian 6.0. Just this morning I converted our db from latin1 to utf8 (hoping that would fix this). Although the 'file dbdump.sql' reported the dump was utf8 anyhow... (the database was not created as utf8 though) With the hex editor I was viewing the downloaded att...
by Xypher
31 Jul 2012, 15:23
Forum: Help
Topic: Ticket Attachment Encoding
Replies: 21
Views: 9000

Ticket Attachment Encoding

Hello, I've just recently upgraded our company's OTRS to 3.1.7 and we're experiencing an issue with binary attachments sent through tickets. It appears the files' encoding is converted because the attachment will have many ?'s in it when viewed from a hex editor. Previously we've had this same issue...