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by MichaelR
21 Oct 2011, 12:30
Forum: General
Topic: ACLs
Replies: 1
Views: 293

Re: ACLs

Sounds right, you can restrict the choice of Queue based on the Customer/Customer Company. So only Internal companies can choose internal queues.

Probably an easier way to do it...
by MichaelR
20 Oct 2011, 11:39
Forum: General
Topic: OTRS Website link broken
Replies: 2
Views: 313

Re: OTRS Website link broken

Yeah... but it isn't 3.0.11 :D
by MichaelR
19 Oct 2011, 11:18
Forum: General
Topic: OTRS Website link broken
Replies: 2
Views: 313

OTRS Website link broken

otrs-3.0.11-win-installer-2.4.4.exe doesn't exist on the ftp server ;)
by MichaelR
16 Oct 2011, 01:37
Forum: Help
Topic: OTRS FAQ 2.0 module: how to store attachments at disk
Replies: 5
Views: 884

Re: OTRS FAQ 2.0 module: how to store attachments at disk

It isn't possible with the current code, either you code it youself, get OTRS to code it for you, or use Dropbox and encrypt everything if it's sensitive!
by MichaelR
26 Sep 2011, 08:16
Forum: General
Topic: Performance issue
Replies: 5
Views: 513

Re: Performance issue

Well sure ITSM adds a number of extra checks and code changes. But I wouldn't think it would add a huge load onto OTRS. <5% load increase I would say, and that is probably the higher extreme. Mod_Perl would get rid of the extra load anyway...
by MichaelR
26 Sep 2011, 04:07
Forum: Help
Topic: Slow Form Submission Response
Replies: 13
Views: 1558

Re: Slow Form Submission Response

Javascript is getting stuck processing something?
by MichaelR
26 Sep 2011, 04:02
Forum: Help
Topic: Upgrade from 2.2.4 to 3.0.10
Replies: 3
Views: 384

Re: Upgrade from 2.2.4 to 3.0.10

There are a bunch of 'Windows OTRS Upgrade' threads out there. Detailing specifically the steps to update.
Have a poke around, you will find something!
by MichaelR
26 Sep 2011, 03:58
Forum: Help
Topic: How to edit Customer Information Panel in New Phone TKT
Replies: 4
Views: 1201

Re: How to edit Customer Information Panel in New Phone TKT

This is all from the top of my head and is no way 100% accurate - Inside CustomerUserDataGet add the functionality to return the access code. This will be inside customer.pm in the system folder, just find where it queries the database and select the other column Once you have the data return it in ...
by MichaelR
26 Sep 2011, 03:55
Forum: General
Topic: Performance issue
Replies: 5
Views: 513

Re: Performance issue

Your sig say's it's OTRS 3 so mod perl should be configured by default.

Activate Apache::DBI?
Is the (assuming the system we are talking about is the one in your sig) on a VM?
by MichaelR
26 Sep 2011, 03:53
Forum: General
Topic: Access to modify roles
Replies: 4
Views: 409

Re: Access to modify roles

You could get someone to hard code it in there? :)
by MichaelR
23 Sep 2011, 09:09
Forum: General
Topic: Hide ticket type?
Replies: 11
Views: 1180

Re: Hide ticket type?

viewtopic.php?f=60&t=5156

Start there, figure out which page you need to edit, then change the DTL layout to use the fields you want (providing they have been passed to the DTL)
by MichaelR
23 Sep 2011, 09:04
Forum: General
Topic: Internal Server Error - Ticket email body
Replies: 9
Views: 1243

Re: Internal Server Error - Ticket email body

It's buggering up a javascript path? hmm... It's stripping out javascript calls from the style tag if (I'm assuming) you're not using javascript?

That error only occurs if apache has an issue, I'm stumped... Michael out....
by MichaelR
23 Sep 2011, 08:53
Forum: Help
Topic: How to edit Customer Information Panel in New Phone TKT
Replies: 4
Views: 1201

Re: How to edit Customer Information Panel in New Phone TKT

Inside CustomerUserDataGet add the functionality to return the access code.
Inside AgentCustomerViewTable add support to display the access code.
by MichaelR
23 Sep 2011, 08:46
Forum: Help
Topic: Images Being Removed
Replies: 2
Views: 285

Re: Images Being Removed

So if you send an email from within OTRS with an image attached. The person receiving the email will not see the image?
by MichaelR
23 Sep 2011, 08:36
Forum: General
Topic: Hide ticket type?
Replies: 11
Views: 1180

Re: Hide ticket type?

This has been covered time and time again.

Please search.
by MichaelR
23 Sep 2011, 08:35
Forum: General
Topic: Internal Server Error - Ticket email body
Replies: 9
Views: 1243

Re: Internal Server Error - Ticket email body

Don't know if you resolved this, but is it just for that ticket? are you getting it in other tickets?
by MichaelR
06 Sep 2011, 01:49
Forum: Help
Topic: CentOS Upgrade OTRS 3.0.8 to 3.0.10 with ITSM and FAQ
Replies: 3
Views: 1186

Re: CentOS Upgrade OTRS 3.0.8 to 3.0.10 with ITSM and FAQ

I only have it installed on Windows, so in answer to that, you need to uninstall OTRS then reinstall it. No way around it. (well there is, but it's complicated)
by MichaelR
06 Sep 2011, 01:48
Forum: Help
Topic: Can't start service
Replies: 1
Views: 368

Re: Can't start service

Then you have not uninstalled the old software properly. As Apache is still running....

Go into task manager and see if any processes called 'httpd.exe' are running.
Go into C:\Program Files (x86)\YOURPROGRAM\Apache or something like that

Common sense :)
by MichaelR
06 Sep 2011, 01:45
Forum: Help
Topic: Auto Fetch Mail
Replies: 14
Views: 5648

Re: Auto Fetch Mail

Do you know what a 'cron' is?
by MichaelR
06 Sep 2011, 01:43
Forum: Help
Topic: In the agent dasboard is no subject
Replies: 3
Views: 337

Re: In the agent dasboard is no subject

Double check all the relevant source code vs a fresh install?
by MichaelR
06 Sep 2011, 01:41
Forum: Help
Topic: Apache crash (I post the error). Help Me.
Replies: 5
Views: 1251

Re: Apache crash (I post the error). Help Me.

You are going to need to post your Apache logs mate.
by MichaelR
05 Sep 2011, 05:51
Forum: Help
Topic: [SOLVED] DBI:Sybase problem
Replies: 4
Views: 1776

Re: [SOLVED] DBI:Sybase problem

Never liked SELINUX, it breaks way to many things XD
by MichaelR
05 Sep 2011, 05:50
Forum: Help
Topic: automatic CustomerID
Replies: 7
Views: 495

Re: automatic CustomerID

That screen shot is for the customer company? :S
by MichaelR
05 Sep 2011, 05:49
Forum: Help
Topic: OTRS Timed Reminder (email)
Replies: 8
Views: 990

Re: OTRS Timed Reminder (email)

pending?
by MichaelR
05 Sep 2011, 01:43
Forum: Help
Topic: [URGENT] : otrs.PostMaster at 99.9% CPU
Replies: 3
Views: 447

Re: [URGENT] : otrs.PostMaster at 99.9% CPU

Yeah, what is 'top' saying
by MichaelR
05 Sep 2011, 01:34
Forum: General
Topic: cmdb view in customer.pl
Replies: 1
Views: 389

Re: cmdb view in customer.pl

No current way to do it. There's a change section for the customer interface, but don't know much about it
by MichaelR
31 Aug 2011, 01:17
Forum: Help
Topic: [SOLVED]Emails that were fectched are not showing up in OTRS
Replies: 26
Views: 3767

Re: Emails that were fectched are not showing up in OTRS

Yeah, crythias may be right here, the code that determines it is: my $Lines = $PopObject->get($Messageno); if ( !$Lines ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Can't process mail, email no $Messageno is empty!", ); } So in the time between when it fetches t...
by MichaelR
31 Aug 2011, 01:12
Forum: Help
Topic: Dashboard item
Replies: 7
Views: 1002

Re: Dashboard item

If you have the Responsible feature active and an agent has been assigned to a Ticket. They will get a separate icon in the top left hand corner of the screen showing all their Responsible tickets. There is no current icon for all Tickets they 'Own'. You could do a search template for the time being...
by MichaelR
30 Aug 2011, 01:44
Forum: Help
Topic: Problem with Web Installer
Replies: 2
Views: 456

Re: Problem with Web Installer

Yeah... to run multiple apache instances and MySQL you are going to need a bit more than 128mb RAM lol

Hell, my 2 Apache instances are taking up 400mb of RAM themselves. Then you take the DB into account...
by MichaelR
30 Aug 2011, 01:42
Forum: Help
Topic: [SOLVED]Emails that were fectched are not showing up in OTRS
Replies: 26
Views: 3767

Re: Emails that were fectched are not showing up in OTRS

I'm still on OTRS 3.0.9 so I cannot confirm. But definitely check the OTRS & Apache logs to see if anything has failed. That failing, try reproduce the issue by sending multiple emails.
by MichaelR
29 Aug 2011, 07:42
Forum: Help
Topic: [SOLVED]Emails that were fectched are not showing up in OTRS
Replies: 26
Views: 3767

Re: Emails that were fectched are not showing up in OTRS

There are some problems like not updating the default state in the postmaster section of sysconfig when you change the system default states. That will make the emails disappear from the mailbox, but be lost in OTRS ;) Even down to 2-3 minutes is fine. On average I would say 5-10 seconds processing ...
by MichaelR
29 Aug 2011, 07:38
Forum: Help
Topic: Ticket History in Customer Page
Replies: 5
Views: 878

Re: Ticket History in Customer Page

No, customer is not meant to see these things, and there is no provision for a customer to be able to see a Ticket's History.
by MichaelR
29 Aug 2011, 07:36
Forum: Help
Topic: How to approve a Change Request
Replies: 6
Views: 1155

Re: How to approve a Change Request

Create a work order, make it an approval, then go like Created *edit* Approved *edit* In Progress *edit* Completed *edit* Some other option *edit*

It is a tedious process for just 'approving' something.
by MichaelR
29 Aug 2011, 01:06
Forum: General
Topic: Does OTRS support Load Balancing?
Replies: 13
Views: 2329

Re: Does OTRS support Load Balancing?

I'm sure you could write some Perl that would fetch it from the DB instead...
by MichaelR
27 Aug 2011, 14:17
Forum: Help
Topic: OTRS 3.0.9 installation on Plesk for Windows 9.5
Replies: 4
Views: 697

Re: OTRS 3.0.9 installation on Plesk for Windows 9.5

I don't know personally because I like Apache! Search around the forum, you will find quite a few discussions on IIS/Windows etc.
by MichaelR
27 Aug 2011, 14:05
Forum: Help
Topic: Dashboard item
Replies: 7
Views: 1002

Re: Dashboard item

You can view all responsible tickets with the little icon in the top left hand corner of the OTRS screen.
by MichaelR
23 Aug 2011, 03:27
Forum: Help
Topic: How to diagnose tickets closing automatically
Replies: 4
Views: 509

Re: How to diagnose tickets closing automatically

Heh, who sets the default state to closed...
by MichaelR
23 Aug 2011, 03:24
Forum: Help
Topic: OTRS 3.0.9 installation on Plesk for Windows 9.5
Replies: 4
Views: 697

Re: OTRS 3.0.9 installation on Plesk for Windows 9.5

I know OTRS has been reported to work on IIS, but some minor changes were required.
by MichaelR
23 Aug 2011, 03:23
Forum: Help
Topic: How to make PRIORITY a mandatory field?
Replies: 5
Views: 963

Re: How to make PRIORITY a mandatory field?

So your actual problem is the Priority field is filled out beforehand and you want the Agent to actually have to set it?
by MichaelR
23 Aug 2011, 03:20
Forum: Help
Topic: [SOLVED] How to delete customer input field
Replies: 2
Views: 430

Re: [SOLVED] How to delete customer input field

Hide the fields in the associated .dtl?
by MichaelR
23 Aug 2011, 03:19
Forum: Help
Topic: Change Motd easier
Replies: 1
Views: 421

Re: Change Motd easier

Negative
by MichaelR
23 Aug 2011, 03:14
Forum: Help
Topic: Notification Events: Possible to set mail headers?
Replies: 7
Views: 1208

Re: Notification Events: Possible to set mail headers?

My method is more hack-job'y but it works fine, I had issues with adding the 'Disposition-Notification-To' header before the MIME:Entity was built, as it was removing/screwing it up. I have a checkbox in the .dtl that passes a parameter through to Email.pm, and depending on if the checkbox is ticked...
by MichaelR
23 Aug 2011, 03:06
Forum: Help
Topic: Forcing SLA Selection
Replies: 5
Views: 525

Re: Forcing SLA Selection

If you go browse the OTRS doco you will find most information there.

ACLs are put in your config.pm
.dtl's are HTML template files in Kernel/Output/HTML/
by MichaelR
17 Aug 2011, 08:58
Forum: General
Topic: HGH News - What Are The Benefits of Growth Hormone?
Replies: 0
Views: 281

Re: HGH News - What Are The Benefits of Growth Hormone?

Do we have captcha enabled on forum signup yet?
by MichaelR
17 Aug 2011, 03:14
Forum: Help
Topic: Crypt private key passphrase
Replies: 5
Views: 486

Re: Crypt private key passphrase

Or people with access to the disk and can read the ZZZAuto files? ;)
by MichaelR
17 Aug 2011, 03:14
Forum: Help
Topic: Forcing SLA Selection
Replies: 5
Views: 525

Re: Forcing SLA Selection

Change the dtl? Modify 'PossibleNot' to get rid of the default '-'? Use ACLs?
by MichaelR
17 Aug 2011, 03:12
Forum: Help
Topic: genericAgent not running automatically
Replies: 3
Views: 489

Re: genericAgent not running automatically

Is your cron working fine? You have actually configured the generic agent job to run in x min intervals?
by MichaelR
17 Aug 2011, 03:12
Forum: Help
Topic: Agent dashboard auto refresh problem
Replies: 2
Views: 607

Re: Agent dashboard auto refresh problem

I've got one of these timed for 2min intervals to hit my F5 key. This seems to be working fine? http://en.wikipedia.org/wiki/Drinking_bird
by MichaelR
17 Aug 2011, 03:06
Forum: General
Topic: Tickets Duplicated
Replies: 6
Views: 898

Re: Tickets Duplicated

You need to get OTRS to send out an automatic response to your mail client, you cannot respond to the email before OTRS has appended the Ticket Number to the email subject (or wherever you have it). So either you configure automatic responses to your mail address or you forward an article to your ma...
by MichaelR
16 Aug 2011, 07:15
Forum: Help
Topic: Ignore System-Sender Articles
Replies: 4
Views: 1015

Re: Ignore System-Sender Articles

All 'Core::Ticket::NewArticleIgnoreSystemSender' would do is not make the ticket to appear to have new articles if the unread article is from the system.

You would need to do a filter or change some of the underlying code...

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