Znuny and ((OTRS)) Community Edition

earwax

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 ti...

earwax

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...

earwax

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 ...

earwax

Great! Thank you for the follow-up!

earwax

You could probably write an OTRS module to autoset this. Unfortunately this would require some research and looking at the OTRS docs and API

earwax

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 Another thread (http://forums.otrs.org/viewtopic.php?f=62&t=13864#p54431) claims that the RPM files have some out of date files ...

earwax

What do you mean an agent has handled it? Like an agent has touched the ticket, but no longer owns it? Like a history???

earwax

Was everything fine when you ran OTRS before 3.1.1? I wonder if some of your Perl modules need to be updated?

earwax

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.

earwax

Great! Thanks! This inform agent notes will be VERY helpful. I never knew this option existed.

earwax

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 ...

earwax

I would like a follow-up to this if you get this working!

earwax

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.

earwax

This post might help:
http://forums.otrs.org/viewtopic.php?f=60&t=12546

earwax

If I am understanding corretly, there is no way to generate this report within OTRS? Nonetheless, helpful to have this query. Thanks!

earwax

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...

earwax

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...

earwax

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.

earwax

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?

earwax

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...

earwax

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 ...

earwax

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...

earwax

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.

earwax

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...

earwax

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!

earwax

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...

earwax

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.

earwax

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.

earwax

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 a...

earwax

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...

earwax

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

earwax

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!!!

earwax

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.

earwax

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.

earwax

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 ...

earwax

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?

earwax

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...

earwax

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:

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cd /opt/otrs
bin/Cron.sh start otrs

earwax

you edit the Kernel/Config.pm file

earwax

What about if you just gave the MySQL root user FULL privileges?

earwax

Good suggestion! I created an answer (response) and associated it with the queue. Problem solved.

earwax

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...

earwax

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. ...

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