Znuny and ((OTRS)) Community Edition

shivendra

Thanks for reply i had aleady gone through this post and Your ans doesnot gives solution . i found a post http://forums.otterhub.org/viewtopic.php?t=6649 and got solution. I added new state type via database and created new state "Resolved" in ticket state. it also get reflect in report an...

shivendra

hello , in OTRS we have ticket state as open , new, closed sucessfull ....etc. In same way iam trying to create new state "resolved" for agent since our local customer which is our organization employee never close the ticket . so by agent side when ever ticket is resolved or given solutio...

shivendra

hello ,

i am handling 2 different organisation of otrs and configuration are near about same . i need help in copying 4 individual ticket from one otrs to another.how can we do that.

Pls guide me if possible

shivendra

hwo can i restrict user to create ticket after working hour.my requirement is this.?

shivendra

hello user, i need to add working time and day to be set on OTRS so that customer can't raised ticket after that time and day. i got this to be set in calender and added in system in SysConfig Framework> Core::Time::TimeWorkingHours 9am to 5 pm and TimeVacationDays also set. also set in calender sun...

shivendra

customer were some time select wrong queue and raise the ticket.admin move the ticket to right queue but in report
i am not getting queue which is changed means corrected queue.

it shows that queue which is raised first time.
i need corrected queue.how to overcome with it.

shivendra

i added one dynamic field in customer ticket.as it reflect on agent ticket zoom .but this field in not showing in pdf.
how i can add dyanamic field i pdf .

shivendra

i installed .
thier is some version issue with server.

shivendra

i need to customize pdf output to add some dynamic field which are added in customer login.
how can we add all dynamic filed that added in customer login to pdf also.

pls any one who know this help me.

thankx

shivendra

from few days otrs database is giving error. mysql got dead on load of 1 - 2 . i have to restart server every time and at boot i have to run fsck -A -y i repair database and run sucessful. But after few time again it got crush.this is a continous process. i try to repaired data base of ticket but it...

shivendra

i got one solution from this link

http://ownlinuxnotes.wordpress.com/2012 ... in-ubuntu/

but i dont now how to link coz iam using centos 6 and it tell about ubuntu

shivendra

i think there is some issue in installing otrs.3.2.4 .

whenever i tried to install this ver. i never got success.infact always httpd got failed and then never got start.

i removed this ver. and install 3.2.2 ver. it work fine.

pls check is there is any bug in this 2.4 ver.

shivendra

i got what your saying and will follow also.... For now i want to say that.i again format the server to test again and rectify all those issue arised suring installation. as i told i had installed otrs many times but i never failed. BUt this time dont know why some time permission issue or apache is...

shivendra

i restarted service of otrs , mysql and httpd .now it works.

but there are are many changes done in scripts that is not showing.
database restored but script changes remain unchanged.

why all pages of script does notget restored...

shivendra

now when i restored otrs from production server to test server
mysql gives error.

Access denied for user 'ticket'@'localhost' (using password: YES)

i tested my login into mysql.first time it doesnot got login but setting password of user ticket it get loggin and able to access database of otrs..

shivendra

simply following the doc of otrs

shivendra

i run this command mysql_upgrade -uroot -p then it repair all database. and started workng. again i reinstalled fresh otrs and again got error of The MySQL server is running with the --skip-grant-tables option so it cannot execute this statement at the end of set 2. i run command mysqld_safe --skip-...

shivendra

from my knowledge , mysql is ok. and my production server also doesnot have mysql.server table.

shivendra

these issue occuring in 3.2 and above ver. iam instaling 3.1 rpm it also get stuck in 3 step Creating database 'ticket': Done. Creating tables 'otrs-schema.mysql.sql': Done. Inserting initial inserts 'otrs-initial_insert.mysql.sql': Done. Foreign Keys 'otrs-schema-post.mysql.sql': Done. Creating dat...

shivendra

shivendra

i did most of option provided in forum and also by google.
i tried your option also but it doesnot resolve problem

shivendra

i got the same issue did u find the ans pls post it

shivendra

selinux is disabled bt no solution ...what to do next?

shivendra

iam trying to install OTRS-3.2.4 in fresh server having php5.3 and perl v5.10.1 mysql 5.1.47 but it error Warning Message: Kernel/Config.pm isn't writable! If you want to use the installer, set the Kernel/Config.pm writable for the webserver user! Go back to the previous page i run command chmod 777...

shivendra

hello team , i am using otrs since 3-4 month and restored 3-4 time on desktop server . every time it get restore on puting some effort if any issue arise. but this time restoration is headache for me. i am restoring in my IBM server of 64bit, centos6.0 php5.3. first time while restoring , after it w...

shivendra

@crythias hahaha i know it to use txt editor to change .
my question is .is this is file in which i need to change.?

shivendra

i did not find this ..... beside this i find zzz_otrs.conf in path /etc/httpd/conf.d/ zzz_otrs.conf

how to change inside this ....

shivendra

i want to change default location of otrs to /var/www/html

i tried changing but failed.
pl.give some idea.

shivendra

thanks step help for me........

trying 2nd one

shivendra

1>My company's requirement is to mandatory some field like dynamic field inside customer new ticket page coz user's are not giving proper information in ticket. so how can i do this field mandatory . 2> also is it possible to display some text inside Richtext editor of customer new ticket. Like disc...

shivendra

Thanks to Justin Noel for providing solution.....

http://lists.otrs.org/pipermail/otrs/20 ... 31148.html

shivendra

i found solution by this link http://lists.otrs.org/pipermail/otrs/2010-February/031148.html i changed my.conf file and it solved here is my.cnf file configuration cat /etc/my.cnf [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock user=mysql skip-locking skip-networking skip-name-resol...

shivendra

did it will run my that particular statics report only

shivendra

not able to attach file type docx and pdf in both customer and agent login.
also attachment size is 16mb then also is disappear from screen after uploading.

why is it so?

shivendra

iam trying to put text on text editor of customer ticket when they raise the ticket .
i not able to edit richtext editor of customer.can any one know how i can edit and put some text link
'Regards' at the bottom of editor in signature form link agent have.

shivendra

How can we automate ticket report every month of 25th.so it will generate report and send in my mailbox.
is it possible?

shivendra

its surprissing for me that whenever iam replying any of ticket form any agent iam getting From field agent Admin name in Ticekt reply pannel.
why this is happening so.

shivendra

i read but i didnot get it.
can u guide me more.

shivendra

how can we send mail to when escalation solution time expire .
i look at generic agent but there is no option to send mail.
how can to do it

shivendra

i did some edit  <div> <label for="ServiceID" class="Mandatory"> <span class="Marker">*</span> $Text{"Service"}: </label> $Data{"ServiceStrg"} <div id="DestError" class="TooltipErrorMessage" ><p>$Te...

shivendra

WE ARE NOT USING EMAIL TICKET.
And i search but success . i try to change in file CustomerTicketMessage.dtl. but also its not wroking.

shivendra

In customer ticket , SLA is not mandatory .so customer were not selecting services and SLA .
Our escalation depends on SLA.so we required SLA to be mandatory.
how can we do mandatory SLA fields in customer.pl

shivendra

is it Login.dtl

shivendra

i got it...
and about agent login i.e. index.pl and how can we change size of width and height of page .
so that matter can come in that page.

shivendra

i want to put some text in customer.pl login page for customer.
so in which file should i edit.i search but not getting and still searching..

shivendra

when i past this code it gives error else { if ( $SortByArray[$Count] eq 'Age' ) { # make inner join with ticket_history -- if it doesn't already exist # create SQL to check if ticket has a close time. If not use 'create_time_unix' for sorting, otherwise # use currenttime minus timespan between crea...

shivendra

i changed it to your coding but it gives error Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might ha...

shivendra

i search out in this link for installing cron job

http://doc.otrs.org/3.1/en/html/manual- ... l#cronjobs

i run this script but still my pending ticket not going to auto close on alloted time for auto close.why ?

shivendra

ok...how can i alter can you tell me....iam not knowing sql command

shivendra

few days before one of table "article" get crashed .after that i import last backup to start server. but after that when iam replying ticket of customer with state "pending autoclose+" none of the ticket getting close in assigned time. we have to manually again reply the ticket w...

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