Search found 43 matches

by earwax
22 Mar 2012, 20:38
Forum: Help
Topic: merge tickets based on the email headers, "Message-ID"?
Replies: 6
Views: 1740

Re: merge tickets based on the email headers, "Message-ID"?

This is great! But what exactly is this checking (sender? subject? message-id?)? What are the downsides of this? Is it possible that a ticket could get merged to the incorrect one(s)? For example, if user1 creates a new ticket with a subject line of "HELP!". And then user2 creates a new ticket with ...
by earwax
13 Mar 2012, 18:17
Forum: General
Topic: upgrade to 3.1.1
Replies: 12
Views: 2305

Re: upgrade to 3.1.1

I got a very similar error when accidentally upgrading from OTRS 3.0.11 to OTRS 3.1.2. I mistaked OTRS 3.1.2 for OTRS 3.0.12. Fortunately I backed up everything and was able to revert back, but I admit I was looking forward to making the jump. Hopefully OTRS can fix this duplicate entry problem. I'v...
by earwax
25 Feb 2012, 02:48
Forum: General
Topic: How was your OTRS 3.1 upgrade?
Replies: 23
Views: 8181

Re: How was your OTRS 3.1 upgrade?

I was looking for some updates as well so I can decide whether to upgrade my OTRS or not yet. Looking forward for more information. Yup! Exactly the reason why I started this post. From the amount of views this post is getting, it is apparent that others want to know, too! I hope more people share ...
by earwax
17 Feb 2012, 20:29
Forum: General
Topic: [Solved]: LDAP + DB for Agent Authorization
Replies: 4
Views: 806

Re: [Solved]: LDAP + DB for Agent Authorization

Great! Thank you for the follow-up!
by earwax
17 Feb 2012, 20:28
Forum: General
Topic: Responsible
Replies: 3
Views: 493

Re: Responsible

You could probably write an OTRS module to autoset this. Unfortunately this would require some research and looking at the OTRS docs and API
by earwax
15 Feb 2012, 18:34
Forum: General
Topic: How was your OTRS 3.1 upgrade?
Replies: 23
Views: 8181

Re: How was your OTRS 3.1 upgrade?

Pretty smooth. I use centos Centos 5.7, and just followed the instructions. Did a yum upgrade all before I started. How did you install OTRS 3.1? RPM? Or source file? Another thread (http://forums.otrs.org/viewtopic.php?f=62&t=13864#p54431) claims that the RPM files have some out of date files in t...
by earwax
15 Feb 2012, 02:48
Forum: General
Topic: Ticket search by "historical" agent in 3.x?
Replies: 2
Views: 489

Re: Ticket search by "historical" agent in 3.x?

What do you mean an agent has handled it? Like an agent has touched the ticket, but no longer owns it? Like a history???
by earwax
15 Feb 2012, 02:45
Forum: Help
Topic: 3.1 - Invalid Challenge Token at logout - RESOLVED
Replies: 8
Views: 3295

Re: 3.1 Beta 5 - Invalid Challenge Token at logout

Was everything fine when you ran OTRS before 3.1.1? I wonder if some of your Perl modules need to be updated?
by earwax
14 Feb 2012, 21:01
Forum: General
Topic: How was your OTRS 3.1 upgrade?
Replies: 23
Views: 8181

How was your OTRS 3.1 upgrade?

Anybody care to share their experience of how their OTRS upgrade went to the new OTRS 3.1? I have not upgraded mine yet and I am waiting for the success and/or horror stories. :lol:
by earwax
14 Feb 2012, 20:55
Forum: General
Topic: One ticket linked to many agent..
Replies: 8
Views: 1602

Re: One ticket linked to many agent..

Great! Thanks! This inform agent notes will be VERY helpful. I never knew this option existed.
by earwax
14 Feb 2012, 18:48
Forum: General
Topic: One ticket linked to many agent..
Replies: 8
Views: 1602

Re: One ticket linked to many agent..

In note action, the ticket owner or responsible can select agents from "Inform Agent: (Optional) to ask them provide assistance. Those selected agents can give feedback to owner or responsible via ticket note action after they have done the assistance task. Thanks, Micshi Interesting. And how do yo...
by earwax
14 Feb 2012, 18:44
Forum: General
Topic: [Solved]: LDAP + DB for Agent Authorization
Replies: 4
Views: 806

Re: LDAP + DB for Agent Authorization

I would like a follow-up to this if you get this working! :D
by earwax
07 Feb 2012, 21:55
Forum: Help
Topic: Generate report by customers with the most tickets
Replies: 1
Views: 454

Generate report by customers with the most tickets

How do I generate a report by the amount of tickets by customer id? I want to know which customer is creating the most tickets. I am having a hard time getting the correct options in the statistics creation page.
by earwax
06 Feb 2012, 22:07
Forum: Howtos
Topic: Time_Accounting SQL query
Replies: 6
Views: 36090

Re: Time_Accounting SQL query

If I am understanding corretly, there is no way to generate this report within OTRS? Nonetheless, helpful to have this query. Thanks!
by earwax
09 Dec 2011, 19:09
Forum: Help
Topic: Freetext field - line breaks or textarea block?
Replies: 0
Views: 556

Freetext field - line breaks or textarea block?

I created a new freetext field in the user's preference so each agent in a given group can customize their signature. I am able to use their custom individual signature, however, there is no way to do line breaks in that single input field. Is there a way to do line breaks in an input block in a fre...
by earwax
04 Nov 2011, 18:01
Forum: Howtos
Topic: Shibboleth SSO
Replies: 3
Views: 4261

Re: Shibboleth SSO

This is excellent! Have you figured out how to address the customer portion? I noticed that if you use the HTTPBasicAuth, then your customers are forced to also go through the Shibboleth authentication. My customers are external so they do not have a Shibboleth account. :( I would like for OTRS to c...
by earwax
05 Oct 2011, 00:40
Forum: Help
Topic: Multiple signatures
Replies: 4
Views: 1231

Multiple signatures

Any way to create multiple signatures that could be selected as a pull down? This is similar to how the responses work and being able to create multiple pre-set responses.
by earwax
25 Aug 2011, 23:59
Forum: General
Topic: Small fonts when replying
Replies: 5
Views: 1273

Re: Small fonts when replying

gumboot wrote:I have seen this before, and I think it was something to do with using word as the editor in Outlook.

Will dig through my email to see if I can find anything more.

Cheers
Any update on this fonts problem?
by earwax
12 Aug 2011, 17:19
Forum: General
Topic: Small fonts when replying
Replies: 5
Views: 1273

Re: Small fonts when replying

What exactly are we talking about? - font in RichTextEditor in AgentTicketViewCompose - font in replied HTML mail It is small fonts when replying to a ticket. I am using all the default settings (font size, font, etc...). This problem started happening with the most recent OTRS 3.0.9 :shock: . I fo...
by earwax
04 Aug 2011, 19:55
Forum: Help
Topic: Lots of Follow up Notifications....! how to stop.....!
Replies: 3
Views: 742

Re: Lots of Follow up Notifications....! how to stop.....!

The UI is a little clunk in the user preferences. When you are logged into OTRS (3.0), on the upper right hand corner there is your name. When you click on that, you can choose what queues you are following and what notifications to receive. You need to update those settings and those notifications ...
by earwax
03 Aug 2011, 23:08
Forum: General
Topic: First time user/installer - workflow question
Replies: 4
Views: 1171

Re: First time user/installer - workflow question

Thats encouraging to hear - I've investigated a couple of other opensource applications and keep on coming back to OTRS. Could I ask how your system is configured (bit of an open question there...) For example, and to keep it basic, how do you have it configured so you can log a call from a specifi...
by earwax
03 Aug 2011, 19:56
Forum: General
Topic: First time user/installer - workflow question
Replies: 4
Views: 1171

Re: First time user/installer - workflow question

That's what we do at my workplace. We mainly use OTRS internally to keep track of user issues and our internal projects. You don't have to allow your "customers" into OTRS to view tickets.
by earwax
03 Aug 2011, 18:07
Forum: General
Topic: Small fonts when replying
Replies: 5
Views: 1273

Small fonts when replying

When I reply to tickets in OTRS, for whatever reasons, the replied fonts become really small! This appears to just have started happening with OTRS 3.0.9. My users are complaining about it being hard to read, and indeed the printout they show me does come out with small fonts. Any automatic fixes in...
by earwax
22 Apr 2011, 22:37
Forum: Help
Topic: Change ticket identifier by queue
Replies: 3
Views: 895

Re: Change ticket identifier by queue

crythias wrote:No, but it's probably not worth worrying about. You can separate by email [aliases].
It's just aesthetics. The folks in engineering do not like the "[Ticket#]", and neither does HR. So I thought I could personalize it for each queue.

Maybe something to think about in OTRS 4! :lol:
by earwax
22 Apr 2011, 22:13
Forum: Help
Topic: Change ticket identifier by queue
Replies: 3
Views: 895

Change ticket identifier by queue

I am talking about the default ticket identifier, [Ticket#]. Is there a way to change this by queue? For example, if you have 3 queues, can they get different identifiers? Engineering queue (engineer@example.org) = [EngTicket#1234] Human Resources queue (hr@example.org) = [HRTicket#1234] Administrat...
by earwax
22 Apr 2011, 21:52
Forum: General
Topic: What is "invalid-temporarily"
Replies: 2
Views: 958

Re: What is "invalid-temporarily"

I just use it to temporarily do testing and remind myself that I need to bring it back to 'valid' later on, or make it invalid. This a good question, though.
by earwax
13 Apr 2011, 23:48
Forum: Help
Topic: [SOLVED] Dyanmic sender's name
Replies: 2
Views: 859

Re: [SOLVED] Dyanmic sender's name

jojo to the rescue again! Thank you!!!!! Believe me, I tried looking for this on the OTRS 3.0 documentation but could not find it. :(
by earwax
13 Apr 2011, 23:22
Forum: Help
Topic: [SOLVED] Dyanmic sender's name
Replies: 2
Views: 859

[SOLVED] Dyanmic sender's name

Is there a way, like in RT, to change the email address's name to the agent that is sending it? I noticed that it is static. It's really nice that RT can do this. For example, it would be nice to show "John Doe <help@example.com>" instead of "ACME Company <help@example.com>". I am aware there is the...
by earwax
24 Feb 2011, 18:13
Forum: General
Topic: I don't understand locked tickets
Replies: 7
Views: 3259

Re: I don't understand locked tickets

I assume those of you that still don't see the value in LOCK tickets are not working with multiple agents. I work with 6 other agents. I am not sure about the OTRS documentation on this, but the LOCK tickets is helpful as it prevents other agents from modifying the ticket unless they are the owner/r...
by earwax
21 Jan 2011, 05:49
Forum: Help
Topic: [SOLVED] WARNING: OTRS 3.0.5 upgrade - will lock you out
Replies: 6
Views: 1753

Re: WARNING: OTRS 3.0.5 upgrade - will lock you out

Ah, okay. Looks like the reason I was locked out was because I did not run the otrs.SetPermission.pl correctly. For Ubuntu 10.04, it needs to be:

Code: Select all

otrs.SetPermissions.pl --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data /opt/otrs
by earwax
20 Jan 2011, 18:32
Forum: Help
Topic: [SOLVED] WARNING: OTRS 3.0.5 upgrade - will lock you out
Replies: 6
Views: 1753

Re: WARNING: OTRS 3.0.5 upgrade - will lock you out

Have not had a chance to try this yet. I have a few users who use this ticket system so I need to attempt the upgrade during off-hours.

In the mean time, has anyone else successfully upgraded 3.0.4 to 3.0.5??? Please chime in!!!
by earwax
18 Jan 2011, 21:39
Forum: Help
Topic: [Debian] Upgrade 2.4.7 > 3.0.5
Replies: 3
Views: 1132

Re: [Debian] Upgrade 2.4.7 > 3.0.5

Just install it by source. Seriously, only takes a few minutes, and the installation text file is really well written. I've installed it on my Ubuntu 10.04 machine and it works like a charm doing it from source.
by earwax
18 Jan 2011, 19:18
Forum: Help
Topic: [SOLVED] WARNING: OTRS 3.0.5 upgrade - will lock you out
Replies: 6
Views: 1753

Re: WARNING: OTRS 3.0.5 upgrade - will lock you out

I followed the instructions from the UPGRADING text file in the OTRS-3.0.5.tar.gz file. I did run otrs.RebuildConfig.pl and otrs.DeleteCache.pl as mentioned in the UPGRADING file, but it made no mention of otrs.LoaderCache.pl.
by earwax
18 Jan 2011, 18:44
Forum: Help
Topic: [SOLVED] WARNING: OTRS 3.0.5 upgrade - will lock you out
Replies: 6
Views: 1753

[SOLVED] WARNING: OTRS 3.0.5 upgrade - will lock you out

Be warned! Just upgraded from OTRS 3.0.4 to OTRS 3.0.5. For whatever reasons, the text input boxes are greyed out and I am no longer able to log in on the main OTRS page. I have verified this problem both on Firefox and IE. This is NOT a database problem, but something on the HTML/CSS or javascript ...
by earwax
16 Dec 2010, 18:59
Forum: Help
Topic: Changing the Response Email of a Queue
Replies: 2
Views: 748

Re: Changing the Response Email of a Queue

Did you remember to hit the SUBMIT button after making the change? Are you making the new email addresses are VALID? When you create a new ticket, are you selecting the correct queue?
by earwax
15 Dec 2010, 19:19
Forum: Help
Topic: [Solved] Shorten and change Ticket # format
Replies: 1
Views: 7641

Re: Shorten and change Ticket # format

Just wanted to post an update, and now I can see why nobody wants to reply to this since it takes some work to customize your ticket number format. It requires you to build your own OTRS module. You basically create a new file in: /opt/otrs/Kernel/System/Ticket/Number/YourNewModule.pm Once you do th...
by earwax
15 Dec 2010, 02:35
Forum: Help
Topic: Cron job setup on OTRS 3.0.3 on centos 5.5
Replies: 2
Views: 1377

Re: Cron job setup on OTRS 3.0.3 on centos 5.5

OTRS does this for you automatically

Code: Select all

cd /opt/otrs/var/cron
for foo in *.dist; do cp $foo `basename $foo .dist`; done # copies all files with .dist extension to regular name
Now we have to add them to the otrs user's crontab:

Code: Select all

cd /opt/otrs
bin/Cron.sh start otrs
by earwax
14 Dec 2010, 19:08
Forum: Help
Topic: [Solved] Help to configure Customer DB using LDAP
Replies: 3
Views: 3957

Re: [Solved] Help to configure Customer DB using LDAP

you edit the Kernel/Config.pm file
by earwax
10 Dec 2010, 23:48
Forum: Help
Topic: Error On Grant New User To Database
Replies: 5
Views: 953

Re: Error On Grant New User To Database

What about if you just gave the MySQL root user FULL privileges?
by earwax
09 Dec 2010, 21:35
Forum: Help
Topic: [SOLVED] Hitting reply does nothing
Replies: 2
Views: 804

[SOLVED] Re: Hitting reply does nothing

Good suggestion! I created an answer (response) and associated it with the queue. Problem solved.
by earwax
09 Dec 2010, 21:19
Forum: Help
Topic: [SOLVED] Hitting reply does nothing
Replies: 2
Views: 804

[SOLVED] Hitting reply does nothing

When getting an incoming ticket, are any of you guys able to reply back through OTRS? I have a pull down REPLY and/or REPLY ALL option when viewing the ticket, but when selecting REPLY or REPLY ALL, nothing happens. Tested in Firefox 3.6.12 and Internet Explorer 9. I'm thinking this is some javascri...
by earwax
07 Dec 2010, 23:58
Forum: Help
Topic: [Solved] Shorten and change Ticket # format
Replies: 1
Views: 7641

[Solved] Shorten and change Ticket # format

I am using OTRS 3.0.3. I've looked under Sysconfig, under CORE::TICKET, to try to change the Ticket # format, but it's not what I want since I'm only given 4 options. How do I get it to be: YYMMDDnn? For example, today's date is Dec. 07, 2010. I want the ticket number format to look like: 10120701. ...