Search found 76 matches

by BrianYin
24 Apr 2014, 15:19
Forum: Help
Topic: [SOLVED]Can not finish upgrading OTRS from 3.2 to 3.3
Replies: 15
Views: 1765

Re: Can not finish upgrading OTRS from 3.2 to 3.3

crythias wrote:Because it already exists.
Assuming you applied your changes to production and didn't restore from a backup, anything you've done has already been done.
may i say i can ignore this error and execute others? or i delete that table manually and execute this query again?
by BrianYin
24 Apr 2014, 14:58
Forum: Help
Topic: [SOLVED]Can not finish upgrading OTRS from 3.2 to 3.3
Replies: 15
Views: 1765

Re: Can not finish upgrading OTRS from 3.2 to 3.3

so you suggest 3.1.12 -- 3.2.13 --3.3.6? Yes, but most roads lead to Rome, so don't worry about it. i start from the begining, installed 3.2.1 and executed DBUpdate-to-3.2.mysql.sql ,system showed error [Err] 1050 - Table 'pm_process' already exists [Err] # -----------------------------------------...
by BrianYin
24 Apr 2014, 14:23
Forum: Help
Topic: [SOLVED]Can not finish upgrading OTRS from 3.2 to 3.3
Replies: 15
Views: 1765

Re: Can not finish upgrading OTRS from 3.2 to 3.3

i need to upgrade it to 3.2.1 then 3.3.1.... I'd recommend 3.2.latest, then 3.3.latest However, I don't know the current state of your database. If you run a drop table (or column) again, the error will show that the table (or column) that dropped the first time no longer exists. i just skipped ste...
by BrianYin
24 Apr 2014, 13:58
Forum: Help
Topic: [SOLVED]Can not finish upgrading OTRS from 3.2 to 3.3
Replies: 15
Views: 1765

Re: Can not finish upgrading OTRS from 3.2 to 3.3

> upgrading OTRS from 3.2 to 3.3 > when i execute DBUpdate-to-3.2.mysql.sql > it went wrong I would not disagree with this assessment. There is no need to run the upgrade *to* 3.2 if you were *on* 3.2 my fault i type wrong version when i execute DBUpdate-to-3.3.mysql.sql system showed that error I ...
by BrianYin
24 Apr 2014, 13:03
Forum: Help
Topic: [SOLVED]Can not finish upgrading OTRS from 3.2 to 3.3
Replies: 15
Views: 1765

Re: Can not finish upgrading OTRS from 3.2 to 3.3

when i execute DBUpdate-to-3.2.mysql.sql it went wrong [Err] 1091 - Can't DROP 'group_read'; check that column/key exists [Err] # ---------------------------------------------------------- # driver: mysql, generated: 2012-11-07 17:20:55 # ---------------------------------------------------------- # ...
by BrianYin
24 Apr 2014, 09:57
Forum: Help
Topic: [SOLVED]Can not finish upgrading OTRS from 3.2 to 3.3
Replies: 15
Views: 1765

Re: Can not finish upgrading OTRS from 3.2 to 3.3

There is a difference in Config.pm between 3.2 and 3.3 $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; Thanks for your help, it works. but i still have a problem after upgr...
by BrianYin
24 Apr 2014, 02:33
Forum: Help
Topic: [SOLVED]Can not finish upgrading OTRS from 3.2 to 3.3
Replies: 15
Views: 1765

Re: Can not finish upgrading OTRS from 3.2 to 3.3

Fix the Creds in Config.pm. thanks , but i don't know where i should fix, the only different between 3.2 &3.3 is its installed path, version 3.2 is in program files but version 3.3 was installed in the drive root directly # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (T...
by BrianYin
23 Apr 2014, 08:38
Forum: Help
Topic: [SOLVED]Can not finish upgrading OTRS from 3.2 to 3.3
Replies: 15
Views: 1765

[SOLVED]Can not finish upgrading OTRS from 3.2 to 3.3

hi, everyone. I did our OTRS upgrading job from 3.2 to 3.3 by following the steps from our website http://forums.otterhub.org/viewtopic.php?f=60&t=18543 , unfortunately i failed in DB update part (step9-step11) the Apache log [Wed Apr 23 14:27:17 2014] -e: DBI connect('database=otrs;host=localhost;'...
by BrianYin
27 Feb 2013, 15:34
Forum: Help
Topic: [Solved] OTRS Survey
Replies: 2
Views: 636

Re: [Help] OTRS Survey

the ticket you closed must from the queue you set up in your survey.
by BrianYin
27 Feb 2013, 10:33
Forum: Help
Topic: how to import previous tickets in customer infor center
Replies: 0
Views: 446

how to import previous tickets in customer infor center

hi, everyone is there anyone have this problem after update otrs from 3.1 to 3.2 in otrs 3.2, it has customer information center function sorted by customerid. However, this function starts over, all tickets created by customers before don't show in this module. why is that? is there anyone can help...
by BrianYin
23 Feb 2013, 08:12
Forum: Help
Topic: Invalid SessionID after Upgrade to 3.2.1
Replies: 4
Views: 2642

Re: Invalid SessionID after Upgrade to 3.2.1

i share the same problem
i can't login normally, the system said "Session invalid. Please log in again. " why's that?
how can i fix it?
Thanks!!
by BrianYin
05 Feb 2013, 08:43
Forum: Help
Topic: Access denied for user otrs@localhost
Replies: 1
Views: 1058

Access denied for user otrs@localhost

Hi, everyone i update otrs 3.1.12 to 3.2.1 but after i installed 3.2.1 and ready to config it, the system said "Access denied for user 'otrs'@'localhost' (using password: YES) " it didn't happen before, why's that and what shall i do? Thanks! Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time:...
by BrianYin
12 Dec 2012, 10:51
Forum: Help
Topic: [SOLVED]how to Implement SSO on Windows with Apache
Replies: 8
Views: 2270

Re: how to Implement Single Sign On on Windows with Apache

ok, here is what i've done follow the wiki page instruction i change the config.pm for agent and customer both $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{LogModule::LogFile} = 'I:/PROGRA~1/OTRS/OTRS/var/log/otrs.log'; # $DIBI$ $Self->{'DefaultCharset'}='utf-8'; # The following is vali...
by BrianYin
10 Dec 2012, 10:04
Forum: Help
Topic: cmdb : search computer by location
Replies: 1
Views: 868

Re: cmdb : search computer by location

i don't think you can do this in CMDB, but you can search location and see which computers are in there, or you can search computer and see where it is located. Because either one of these two if you can be sure, you will find the equipment by searching. if there is a better way, i'd like to konw. T...
by BrianYin
10 Dec 2012, 09:53
Forum: Help
Topic: [SOLVED]how to Implement SSO on Windows with Apache
Replies: 8
Views: 2270

Re: how to Implement Single Sign On on Windows with Apache

Your post isn't helpful because we don't know what you did, so we can't troubleshoot it. We can only read error messages, like you, and respond to what they say. i didn't make it clear, sorry about that. i am not sure how to implement SSO on windows with apache, even though i read the wiki webpage ...
by BrianYin
06 Dec 2012, 07:38
Forum: Help
Topic: [SOLVED]how to Implement SSO on Windows with Apache
Replies: 8
Views: 2270

Re: how to Implement Single Sign On on Windows with Apache

This is apache error log: ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Thu Dec 6 10:33:18 2012 Message: Need UserLogin or UserID! Traceback (4716): Module: Kernel::System::User::UserLookup (v1.121) Line: 769 Module: Kernel::System::Auth::Auth (v1.56) Line: 244 Module: Kernel::System::Web::Inter...
by BrianYin
06 Dec 2012, 04:57
Forum: Help
Topic: [SOLVED]how to Implement SSO on Windows with Apache
Replies: 8
Views: 2270

[SOLVED]how to Implement SSO on Windows with Apache

hi, everyone. i'm trying to Implement Single Sign On on Windows with Apache instead of LDAP, i follow the instruction on website http://wiki.otterhub.org/index.php?title=Implementing_Single_Sign_On_on_Windows_with_Apache edited the http.conf file in apache folder and modified config.pm in kernel,but...
by BrianYin
24 Nov 2012, 09:43
Forum: Help
Topic: Help with Notification(Event)
Replies: 6
Views: 1521

Re: Help with Notification(Event)

an email to customers when agents first lock the ticket after it is created. i thought autoresponse cann't do it, can it? No, but ... If the ticket is created in Phone or Email, it's automatically locked to the agent assigned to the ticket, so triggering on it being locked is redundant, yet not abl...
by BrianYin
23 Nov 2012, 16:13
Forum: Help
Topic: Help with Notification(Event)
Replies: 6
Views: 1521

Re: Help with Notification(Event)

But autoresponse function can not set those conditions like me said earlier.
we want to autoresponse an email to customers when agents first lock the ticket after it is created. i thought autoresponse cann't do it, can it?
by BrianYin
23 Nov 2012, 10:44
Forum: Help
Topic: Help with Notification(Event)
Replies: 6
Views: 1521

Help with Notification(Event)

i have a problem: i want to send customer an notification after the phone ticket be created by Agent or customer themselves. i find that notification can do it . i create a notification, set the receivers are customer and the trigger is TicketCreate, also i set some conditions, such as : ticket stat...
by BrianYin
19 Nov 2012, 11:15
Forum: Help
Topic: why CMDB search function is different from ticket
Replies: 0
Views: 407

why CMDB search function is different from ticket

hi everyone, today i found search function in CMDB can not support fuzzy seaching but i tried in ticket, the system can do it. the reason i want this function is because our configitem's name contains asset number, so it's kind of difficult for engineer to remember the whole name.... is there any su...
by BrianYin
19 Nov 2012, 10:53
Forum: Help
Topic: why CMDB search function is different from ticket
Replies: 0
Views: 309

why CMDB search function is different from ticket

hi everyone, today i found search function in CMDB can not support fuzzy seaching but i tried in ticket, the system can do it. the reason i want this function is because our configitem's name contains asset number, so it's kind of difficult for engineer to remember the whole name.... is there any su...
by BrianYin
12 Nov 2012, 03:40
Forum: Help
Topic: CMDB Link function search result limitation
Replies: 0
Views: 432

CMDB Link function search result limitation

Does link have quantity limitation ? i creat a cabinet in hardware and i want to link this to the computer which contains the servers in that cabinet, but in the link page i set production state is operation and ticket state is operational. However the result does not all those servers which should ...
by BrianYin
01 Nov 2012, 10:15
Forum: Help
Topic: [SOLVED]Does CMDB have duplicate idenfication
Replies: 4
Views: 743

Re: Does CMDB have duplicate idenfication

when we creat configuration items may not one person also may not at the same time, what if with less comunication this problem would happen. cause engineer won't check whether this item has already been created...
ok, i konw how to do it. Thanks any way!
by BrianYin
01 Nov 2012, 03:02
Forum: Help
Topic: [SOLVED]Does CMDB have duplicate idenfication
Replies: 4
Views: 743

Re: Does CMDB have duplicate idenfication

Is there any way i can fix it? or don't you think it's a problem? what will you do in this situation? any suggestions? Thanks
by BrianYin
31 Oct 2012, 12:00
Forum: Help
Topic: [SOLVED]Does CMDB have duplicate idenfication
Replies: 4
Views: 743

[SOLVED]Does CMDB have duplicate idenfication

hi, when i was creating a new configration item the system didn't remaind me this item i've already created...even the same name it still let it pass...
is there any setting can avoid this?
Thanks!
by BrianYin
30 Oct 2012, 03:11
Forum: Help
Topic: Why translation file can not affect customer frontend?
Replies: 3
Views: 721

Re: Why translation file can not affect customer frontend?

i delect the browser's cache this problem still happens. some time it shows Chinese, but after i refresh the browser or click another button in the same page, it turns back to English again.....i don't know why customer frontend doesn't fully support the translation file. Also,it's werid the transla...
by BrianYin
29 Oct 2012, 09:30
Forum: Help
Topic: Why translation file can not affect customer frontend?
Replies: 3
Views: 721

Why translation file can not affect customer frontend?

hi, i found a question: "My Tickets" these words both show in Agent and customer frontend. i translated it and restarted Apache. However, customer frontend wasn't totaly changed. some time it showed in Chinese but some time it didn't. why's that? Does someone share the same experience?
Thanks
by BrianYin
26 Oct 2012, 11:20
Forum: Help
Topic: [SOLVED]CMDB configuration item details in database
Replies: 4
Views: 1140

Re: CMDB configuration item details in database

ok, that's what i need, thanks !
by BrianYin
26 Oct 2012, 08:18
Forum: Help
Topic: [SOLVED]CMDB configuration item details in database
Replies: 4
Views: 1140

Re: CMDB configuration item details in database

if SQL can not be used directly, where can i get configuration item details ? copy them from agent frontend? that's not convenient.
system saved thoes information in cache? it should be somewhere....i think
by BrianYin
26 Oct 2012, 08:13
Forum: Help
Topic: Customer with multiple IDs for LDAP
Replies: 3
Views: 1540

Re: Customer with multiple IDs for LDAP

i do not quite understand that. As your said above, # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 0, 1, 'var','',0 ], [ 'UserLastname', 'Lastname', 'sn', 0, 1, 'var','',0 ], [ 'UserLogin', 'L...
by BrianYin
26 Oct 2012, 05:36
Forum: Help
Topic: [SOLVED]CMDB configuration item details in database
Replies: 4
Views: 1140

[SOLVED]CMDB configuration item details in database

hi, everyone does anyone using CMDB in OTRS right now. i have a problem of finding configuration item details in database. i don't know which table contains its details(cpu,ram,owner,hard disk...) which i added when i created this item. i find the class defination history in xml-storage, however, i ...
by BrianYin
24 Oct 2012, 10:51
Forum: Help
Topic: Customer with multiple IDs for LDAP
Replies: 3
Views: 1540

Customer with multiple IDs for LDAP

hi, everyone i read the admin book talked about this. quote from the book:"Example 11.4. Using Company tickets with an LDAP backend The customers A, B and C exist in your system and A wants to have access to the tickets of B and C via the customer panel. B and C should have no access to tickets of o...
by BrianYin
24 Oct 2012, 04:28
Forum: Help
Topic: [SOLVED]how can i add attribute in config.pm into database
Replies: 10
Views: 2151

Re: how can i add attribute in config.pm into database

crythias wrote:BrianYin, why aren't you using the department as your CustomerID?
Brilliant!!
i changed a littte: remove getAttribute(),it worked. Thanks for all the help. Appreciate it!!
by BrianYin
23 Oct 2012, 08:56
Forum: Help
Topic: [SOLVED]how can i add attribute in config.pm into database
Replies: 10
Views: 2151

Re: how can i add attribute in config.pm into database

where http-link might be [ 'UserDepartment', 'Department', 'department', 1, 1, 'var', '#" onclick="document.getElementById(\'DynamicField_department\').value=this.getAttribute(\'innerHTML\');', 0 ], Really appreciate your help, i tried this code, but the department showed 'null'. why is that? does ...
by BrianYin
23 Oct 2012, 03:10
Forum: Help
Topic: [SOLVED]how can i add attribute in config.pm into database
Replies: 10
Views: 2151

Re: how can i add attribute in config.pm into database

i want to add a table which shows the relationship between ticket and customers' departments Why bother creating a table for this? You know who the customer is from the ticket. The customer source should have the department. If you need a direct correlation of department to ticket, use a mandatory ...
by BrianYin
22 Oct 2012, 11:03
Forum: Help
Topic: [SOLVED]how can i add attribute in config.pm into database
Replies: 10
Views: 2151

Re: how can i add attribute in config.pm into database

Hi, the only way is to create a new class in general catalogue and add its definition. After that, you can use import/export functionality of OTRS and link tickets and customer departments. Greetings how can i link these two, you mean i creat a dapartment field in the ticket creatation page, let ag...
by BrianYin
22 Oct 2012, 09:29
Forum: Help
Topic: [SOLVED]how can i add attribute in config.pm into database
Replies: 10
Views: 2151

[SOLVED]how can i add attribute in config.pm into database

HI, everyone
i want to add a table which shows the relationship between ticket and customers' departments , how can i do that, save the data from Active Directory into database table.
Thanks.
by BrianYin
20 Oct 2012, 02:28
Forum: Help
Topic: connect OTRS with OA
Replies: 5
Views: 1343

Re: connect OTRS with OA

jojo wrote:what is OA?
Office Automation system, most of our office work flows are on it
by BrianYin
19 Oct 2012, 11:12
Forum: Help
Topic: connect OTRS with OA
Replies: 5
Views: 1343

Re: connect OTRS with OA

assume i am a customer using OA right now, i have a link connecting to OTRS system
the thing i want to do is avoiding customer typeing their username and password again if he logged in OA, just click the link button and the browser will log in OTRS automaticlly. can i do that?
by BrianYin
19 Oct 2012, 04:19
Forum: Help
Topic: connect OTRS with OA
Replies: 5
Views: 1343

connect OTRS with OA

Does anyone try to connect OTRS with OA ?
we want to put OTRS into OA, but only creat a link in OA seems not convenience, it requires users' login name and password again.
is it possible using OA's login data to login OTRS?
Hope someone try this before.
Thanks for any suggestion.
by BrianYin
16 Oct 2012, 11:09
Forum: Help
Topic: why ticket watch function show to everyone
Replies: 3
Views: 703

why ticket watch function show to everyone

i added ticket watch function today and set only admin can use watch function.
but all agents will see my watched ticket(0) in Dashboard next to my locked ticket(0)
does that can be changed? only admin agents can have this
Thanks
by BrianYin
16 Oct 2012, 10:39
Forum: Help
Topic: Mark as unread
Replies: 6
Views: 2061

Re: Mark as unread

if this ticket is unread, system will show a white star in your dashboard, your ticket lists second column.
by BrianYin
16 Oct 2012, 07:57
Forum: Help
Topic: How to enable customer's phone field?
Replies: 15
Views: 2481

Re: How to enable customer's phone field?

firebolt wrote:
BrianYin wrote:Does the attribuate name (telephonenumber) as same as your DB?
What do you mean? Do you mean the LDAP DB? Yes, I have MS Active Directory 2003. I tried the "phone" attribute too.
o you don't excelly know what's the phone attribute's name in your Active Directory? would it be telephone?
by BrianYin
16 Oct 2012, 06:13
Forum: Help
Topic: How to enable customer's phone field?
Replies: 15
Views: 2481

Re: How to enable customer's phone field?

Does the attribuate name (telephonenumber) as same as your DB?
by BrianYin
16 Oct 2012, 05:33
Forum: Help
Topic: [SOLVED]add a state but default is changed
Replies: 4
Views: 530

Re: add a state but default is changed

OK, i see. thanks
by BrianYin
16 Oct 2012, 05:21
Forum: Help
Topic: [SOLVED]add a state but default is changed
Replies: 4
Views: 530

Re: add a state but default is changed

yes, i changed, the result is not what i expect, then i changed it back. it still didn't work
by BrianYin
16 Oct 2012, 03:57
Forum: Help
Topic: [SOLVED]add a state but default is changed
Replies: 4
Views: 530

[SOLVED]add a state but default is changed

i added a state called finished without close, after i changed this i found when i creat a new ticket the default state is "finished without close" not "open"
why is that?
is there anyone share the same experience?
thanks for the help
by BrianYin
14 Oct 2012, 04:30
Forum: General
Topic: Add custom fields into "add customer" records
Replies: 13
Views: 4013

Re: Add custom fields into "add customer" records

i have a question about this. my OTRS using LDAP,but one attribute i need which value is none in LDAP. is it possible i can modify OTRS database table customer_user by adding this attribute which has value. such as i need "Department" in LDAP its value is empty, so i wanna add this attribute in OTR...