[otrs] How to Require Drop-Down Free Text Field With No Default Value

I have added a free text field in my tickets and made it mandatory (2). Values A, B, C, and D are allowed by the drop-down list. Currently, the ticket defaults to "A" and never prompts the agent to change the value (all of the types are equally common so there is not truly a "default") value. I w

Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(

My solution to this is as follows: 1. Update SysConfig via the web UI, hit Update. 2. In a separate broswer window/tab, call the following script: reload-perlex.pl (in the same folder as index.pl) # Begin script # Reload the PerlEx interpreter under IIS so that configuration module(s) # are up

[otrs] OTRS 3.0 - Wild Guess Release Date?

I am planning an OTRS deployment within the next two weeks. I have been testing the 3.0 beta and am comfortable that we won't see any critical bugs during our early work. That said, if the general release is only a few days/weeks away, I'll probably wait. Does anybody know of an estimated releas

[otrs] Error adding customer to Phone Ticket

I have tried this on both DB and LDAP customer backends, I get the same result on both. Two questions, 1. Am I using the agent front end the right way? 2. What logs can I generate or examine for more data? The use case is: 1. Create a new phone ticket. 2. Click theOptions: [ Cu

[otrs] Error adding customer to Phone Ticket

Thanks, Nils, Are you saying that Beta 2 has been released? If so, I can't find the link. Perhaps you could point me in the right direction. If Beta 2 hasn't been released, has this fix been checked in? What module is it in? I checked the bug list but didn't see this one. Hugh ---

[otrs] Upgrading from OTRS 3.0 Beta1->Beta 2

I have started the upgrade process for my Beta 1 system (built originally on that version). When I access the app I now get this prompt on each page: Namespace Core.Form.Validation could not be initialized, because Core.UI.Dialog could not be found. I don't see any hints in the log files. H

Re: [otrs] Upgrading from OTRS 3.0 Beta1->Beta 2

BV > Schipholweg 103 > 2316 XC Leiden > The Netherlands > > T: +31 71 8200 255 > F: +31 71 8200 254 > I: http://www.otrs.com > > OTRS brings true mobility to the Help Desk: The OTRS iPhone App free > download http://www.otrs.com/en/products/iphone-app/ > > &

Re: [otrs] Upgrading from OTRS 3.0 Beta1->Beta 2

/otrs-web/js/Core.Form.js /otrs-web/js/Core.Form.ErrorTooltips.js /otrs-web/js/Core.Form.Validate.js /otrs-web/js/Core.UI.Dialog.js Hugh On Mon, Aug 23, 2010 at 3:23 PM, Hugh Kelley wrote: > Thanks for the suggestion. Per the Upgrade guide, I have run both that &g

Re: [otrs] Upgrading from OTRS 3.0 Beta1->Beta 2

Gruner wrote: > Hi Hugh, > > that indicates that the Perl configuration Cache ZZZAAuto.pm, which is > generated by otrs.RebuildConfig.pl, is out of date. Can you verify that > ZZZAAuto.pm has the values in correct order and that they do not appear in > ZZZAuto.pm? > > Rega

Re: [otrs] Upgrading from OTRS 3.0 Beta1->Beta 2

, Aug 24, 2010 at 6:17 AM, Hugh Kelley wrote: > Thank you, Martin. > > You have shown me the issue. I "carried ahead" my ZZZAuto.pm file to Beta2 > so that I would not have to recreate free text settings. I see the issue > below in that file. What is the supported w

[otrs] Pending date field in new ticket when Core::Time TimeInputFormat == "Input"

When I switch my Core::Time TimeInputFormat setting to Input (from the default of Option), I get the following text in the new ticket view where the option list used to be. class="Validate_DateMonth " /class="Validate_DateDay Validate_DateYear_Year Validate_DateMonth_Month " /class="Validate_DateY

Re: [otrs] Seting up email on a windows pc

Ray, the options are numerous, but this is the product I use as an "on-box" POP server for OTRS, http://www.hmailserver.com/ . We don't have POP or IMAP mailboxes in our environment so I needed a solid but simple mail server to receive the tickets messages. This fit

[otrs] Windows Server Time Zone

Our staff work in multiple time zones so I need to store all ticket data in UTC. I believe I have identified the options I want: - On the server, include $ENV{TZ}='UTC'; in config.pm - In the SysConfig, Core::Time , TimeZoneUserBrowserAutoOffset is set to Yes >From what I can see, the $EN

Re: [otrs] Windows Server Time Zone

support across 9 time zones, a need to do integration with/reporting from the database, etc.), but I may be in the minority. Hugh On Tue, Aug 24, 2010 at 4:49 PM, Hugh Kelley wrote: > Our staff work in multiple time zones so I need to store all ticket data in > UTC. > > I believe I ha

Re: [otrs] Windows Server Time Zone

IME()'; This will perform a replacement of "CURRENT_TIMESTAMP", as desired in my case. Now I need to concentrate on the client-side detection. Neither Firefox nor IE is sending any timezone related headers. On Wed, Aug 25, 2010 at 8:13 PM, Hugh Kelley wrote: > I've dug in

Re: [otrs] Windows Server Time Zone

RS BV > Schipholweg 103 > 2316 XC Leiden > The Netherlands > > T: +31 71 8200 255 > F: +31 71 8200 254 > I: http://www.otrs.com > > OTRS brings true mobility to the Help Desk: The OTRS iPhone App free > download http://www.otrs.com/en/products/iphone-app/ > > >

Re: [otrs] Windows Server Time Zone

t; Schipholweg 103 > 2316 XC Leiden > The Netherlands > > T: +31 71 8200 255 > F: +31 71 8200 254 > I: http://www.otrs.com > > OTRS brings true mobility to the Help Desk: The OTRS iPhone App free > download http://www.otrs.com/en/products/iphone-app/ > > > On

Re: [otrs] Windows Server Time Zone

itative document I should be reading to understand OTRS' time treatment? I'm getting a bit confused here because I feel like my findings don't match this guidance, http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=335. Hugh On Thu, Aug 26, 2010 at 6:08 PM, Hugh Kelley wrot

Re: [otrs] Windows Server Time Zone

cal. $ENV{'TZ'} = 'UTC'; POSIX::tzset(); Hugh On Sat, Aug 28, 2010 at 11:33 AM, Hugh Kelley wrote: > More updates. > > First, I now realize that the the TimeZoneUser and > TimeZoneUserBrowserAutoOffset options must both be enabled. I had thought >

[otrs] Proven Configurations for OTRS, IIS and Strawberry Perl ?

Does anyone have advice on the best way to deploy OTRS under IIS 7.x with Strawberry Perl? I'm unfamiliar with Fast CGI, but that seems to be a possible approach. I have been using ActivePerl's PerlEx up to this point but between the differences in CPAN offerings and a recent timezone but I found

Re: [otrs] Proven Configurations for OTRS, IIS and Strawberry Perl ?

Database: mssql TestOk:46 TestNotOk: 20 = On Mon, Sep 13, 2010 at 7:51 PM, Michiel Beijen wrote: > Hi Hugh, > > We actually use ActiveState PerlEx when deploying on IIS because > there's no good accelerator f

Re: [otrs] Proven Configurations for OTRS, IIS and Strawberry Perl ?

-01 (Calendar1) (is 'no vacation day') ok 63 - Vacation - 2005-01-01 (Calendar1) (is 'no vacation day') ok 64 - Vacation - 2004-01-01 (Calendar1) (is 'no vacation day') ok 65 - Vacation - 2004-01-01 (Calendar1) (is 'no vacation day') ok 66 - Vacation

Re: [otrs] 3.0 beta ok to use?

Is the beta release cycle driven by calendar dates or the quantity of bugs fixed? Would you expect many more beta versions prior to December 1st? Hugh On Tue, Sep 14, 2010 at 2:21 PM, Michiel Beijen wrote: > Hi Roland, > > Since last Monday beta 3 has been released. This is really still not > s

Re: [otrs] A quick search field for ticket number?

That page mentions a widget for OTRS 3.0. Where is that? I tried installing yours but get a framework mismatch error: Backend ERROR: OTRS-CGI-10 Perl: 5.12.2 OS: MSWin32 Time: Tue Sep 14 16:46:12 2010 Message: Sorry, can't install/upgrade package, because the framework version required by the p

Re: [otrs] New ticket notification email to multiple agents

In OTRS 3, you'll see the options here. It's called "Notifcations (Event)" under the Admin screen. http://OTRS-SERVER/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Change;ID=1 On Wed, Sep 15, 2010 at 11:46 AM, Erik van Ast wrote: > Hi all, > > > > I have set up OTRS months ago and eve

[otrs] Customized Field Validation via JavaScript Functions?

Is there any way to add custom JavaScipt functions to the UI? Would this require a new theme? Would it be possible to hook in my own JS file to the "minifier" to accomplish this? I have two use cases in mind: 1. An agent sets a ticket to a status like "waiting for vendor". I would then l

[otrs] Can users see their own session variables?

I'm debugging another timezone issue and have realized that only admin group members can see session data. Is there a way that normal customers or agents could see that data (for the current session only)? Hugh - OTRS mailing lis

Re: [otrs] Windows Server Time Zone

Either way, your user session in OTRS will have either the wrong (or no) UserTimeZone value. Fortunately, this is only likely to be an issue if you run the browser on the OTRS server (as in a development mode). Hugh On Mon, Sep 6, 2010 at 3:01 PM, Hugh Kelley wrote: > The issue turned out

Re: [otrs] LDAP config and 3.0

I built my 3.0 config using what I think were 2.4 docs, so I believe the functionality is unchanged. My config example is below. You'll just need to change the names/passwords and possibly use Kernel::System::Auth::Sync::LDAP instead of Kernel::System::Auth::Sync::ActiveDirectory . # ---

Re: [otrs] Attachments files

Is there any way to change this option and move this content to the FS (if the DB grows too large) on an existing system? Hugh On 9/21/10, PREF31 OTRS wrote: > Thanks > > Claude > > Message original > Sujet : Re: [otrs] Attachments files > De : Leonardo Certuche > Pour : User

Re: [otrs] LDAP COnfig and 3.0

Could you provide you config.pm? Is "vwalsh" your sAMAccountName? Hugh On 9/21/10, Vance Walsh wrote: > After some fiddling I think I am close > > In my log for otrs > > [Tue Sep 21 12:34:13 2010][Notice][Kernel::System::Auth::LDAP::Auth] User: > vwalsh (CN=Vance Walsh,OU=Adults,DC=public,DC=co

[otrs] Creative Uses of MOTD?

Has anybody done any exciting or clever stuff with Message of the Day? If you have made some AJAX/SOAP type integration with another data source (or maybe OTRS itself) I'd love to see your examples. Would that sort of thing be better done in DashboardMOTD.pm or as script code embedded in motd.dtl

Re: [otrs] Proven Configurations for OTRS, IIS and Strawberry Perl ?

t; OTRS BV > Schipholweg 103 > 2316 XC Leiden > The Netherlands > > T: +31 71 8200 255 > F: +31 71 8200 254 > I: http://www.otrs.com > > OTRS brings true mobility to the Help Desk: The OTRS iPhone App free > download http://www.otrs.com/en/products/iphone-app/

[otrs] Empty message body for certain agent views

Is it now possible to configure (via Sysconfig) the "message body requirement" for certain views? Specifically, I don't think I need to require message text for simple ownership changes. Hugh - OTRS mailing list: otrs - Webpage:

[otrs] Byte order is not compatible at ..\..\lib\Storable.pm

A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard. I now get these "Byte order is not compatible at ..\..\lib\Storable.pm " messages in the PerlEx logs (see further down). The web server just retu

Re: [otrs] Byte order is not compatible at ..\..\lib\Storable.pm

) Line: 191 The folders were created on disk but they all appear to be empty, and I now have no inline images in my old articles. New attachments show up. Where should I be looking for clues? On Tue, Sep 28, 2010 at 3:21 PM, Hugh Kelley wrote: > A user sent a large screenshot into OTRS to

Re: [otrs] Byte order is not compatible at ..\..\lib\Storable.pm

> tell us how to reproduce this with beta4 (please file a bug in this case). > > Thanks a lot! > > Regards, mg > > Am 28.09.10 21:21, schrieb Hugh Kelley: >> A user sent a large screenshot into OTRS today (3.0 Beta 3) and it >> seems (based on the coincidental timing)

Re: [otrs] Byte order is not compatible at ..\..\lib\Storable.pm

I forgot to mention that I did run the delete cache script yesterday, no effect. I only assumed this was cache-related because of the text in the PerlEx error. Apparently that is incorrect. Regards, Hugh On 9/29/10, Hugh Kelley wrote: > There is only one machine in use here. I will ass

Re: [otrs] Byte order is not compatible at ..\..\lib\Storable.pm

eStorable.pm line 128 PerlEx: Execute returned: -1 On Wed, Sep 29, 2010 at 4:58 AM, Hugh Kelley wrote: > I forgot to mention that I did run the delete cache script yesterday, > no effect. > > I only assumed this was cache-related because of the text in the > PerlEx error. Apparentl

[otrs] Pasting Images in Ticket Replies

When I reply to a ticket via Firefox, I seem to be able to paste images in the body of the message. Under IE, this does not work. Is this an OTRS feature or some FF add-on that is enabling it? I assume it is within OTRS since the tool knows to upload the image to the /otrs/ index.pl?Action=Pictu

[otrs] Non-updating Free Text?

Running Beta 4, has anyone noticed that "typed-in" free text boxes don't update the ticket? Required pull-downs work fine. Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs T

[otrs] How to show owner icon in 3.0 dashboard?

I'm having a bit of sysconfig amnesia.One day I decided to hide the "owner" icons in the top row of the dashboard. Now I want to put it back (but can't find the setting in sysconfig). Does anybody remember what option this is? Hugh

[otrs] Prevent User ID 1 / root from Owning tickets

We have a relatively "open" permission model for our tickets. Most agents can add notes or replies without owning the ticket. As a result, some tickets go all the way to resolution without having the ID changed. This means that some get closed with the root user (#1) as the owner. Is there a wa

[otrs] Search templates in Beta 4

I'm not sure if this a bug or user error, but I can't get a search template to save its fields. My steps: 1) Click the search button 2) Click "Create New" 3) Type in a template name 4) Add two filter criteria; owner and state, for example 5) Hit Create New Template 6) Run search, results ar

Re: [otrs] Search templates in Beta 4

; -Martin > > (http://edenhofer.de/) > > On 01.10.2010, at 19:10, Hugh Kelley wrote: > > > I'm not sure if this a bug or user error, but I can't get a search > template to save its fields. > > > > My steps: > > > > 1) Click the search button >

Re: [otrs] Prevent User ID 1 / root from Owning tickets

> Hi, > > You could use the GenericAgent to change the owner. > > On 02.10.2010, at 02:19, Hugh Kelley wrote: > >> We have a relatively "open" permission model for our tickets. Most agents >> can add notes or replies without owning the ticket. As a result,

[otrs] OTRS 3.0 - Potential Owner List (refresh all button?)

Is there any configuration option that controls the owner list options available by default in new tickets? Right now I have to hit the refresh circle for each ticket to get the full agent list populated in the pull-down. The default list only has two or three agents. Hugh -

Re: [otrs] R: OTRS 3.0 - Potential Owner List (refresh all button?)

he queue, then is displayed by default. > > Daniele > > Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Hugh Kelley > [hugh.kel...@gmail.com] > Inviato: martedì 5 ottobre 2010 15.57 > A: User questions and discussions about OTRS.

[otrs] iPhone App - Ticket Search?

Is there a ticket search option for the app? I can't see how to find tickets for a given user or subject. Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: ht

[otrs] Move queues without being ticket owner?

Is there a sysconfig option that would allow a manager to change ticket queues without being an owner (we don't use the responsible feature)? Currently we get this message from the AgentTicketMove module: "Sorry, you need to be the owner to do this action!" The scenario is this: Bob manages the

[otrs] Change Accounted Time on Existing Article

Agents will sometimes put in an incorrect amount of time in a ticket article (45 hours instead of 45 minutes). Is there a way to update this time (via the UI) after it has been inserted in the database? Hugh - OTRS mailing list:

Re: [otrs] Change Accounted Time on Existing Article

wever, your Agent just needs to save a "Correction" article with a > negative time. > So if they put in 2700 minutes but it should be 45, they have to create a > new article with a value of -2655 minutes accounted time. > > On 14.10.2010, at 02:26, Hugh Kelley wrote: > >

[otrs] RuntimeDB vs. StaticDB for full text search

My OTRS 3.0 system was set to RuntimeDB for Ticket::IndexModule. As a result, my searches on ticket number returned no results. Is this expected? It looks like %FieldSQLMapFullText is missing an element for ticket number. my %FieldSQLMapFullText = ( From=> 'art.a_from',

Re: [otrs] Prevent User ID 1 / root from Owning tickets

the GenericAgent. > The SOAP script can also assign a new user if wanted. > > The logic is then up to you or actually up to the script writer ;-) > > > On 04.10.2010, at 23:02, Hugh Kelley wrote: > > > That's an interesting idea. Unfortunately, I'm not sure the

Re: [otrs] Prevent User ID 1 / root from Owning tickets

.com > > True Ownership and Control of Your Data: Free 30-day Trial for OTRS > OnDemand: http://www.otrsondemand.com/ > > > > On Fri, Oct 15, 2010 at 2:55 AM, Hugh Kelley wrote: >> So far that seems like the best approach.  I'll perform a ticket search >> for >

Re: [otrs] Prevent User ID 1 / root from Owning tickets

_API_calls > > Agents who would be assigned to the Queue in his "My Queues" and have the > notification enabled gets a chance to grab the ticket, lock it, respond, > close... > > > On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley wrote: > >> I agree about that goa

Re: [otrs] Prevent User ID 1 / root from Owning tickets

d into the portal, though he is eligible for LDAP auto sync if he ever does. Furthermore, I still see the tickets under my ID when I log into the customer portal. Hugh On Mon, Oct 18, 2010 at 3:28 PM, Hugh Kelley wrote: > I like postmaster-based assignment of customers described earlier. I

[otrs] Send "default reply (after new ticket has been created)" only during off hours

Is there any way to configure the "default reply (after new ticket has been created)" notification so that it only fires outside of business hours? During regular hours I expect agents to respond directly so this notification would be unnecessary. Hugh -

[otrs] Outbound SMTP Spooler?

I had a temporary mail server authentication issue recently. Example below. [Sun Oct 24 23:11:06 2010][Error][Kernel::System::Email::SMTP::Send][117] SMTP authentication failed: 5355.7.3 Authentication unsuccessful. This caused my outbound messages and notifications to be undelivered. Now that

Re: [otrs] Outbound SMTP Spooler?

ever) server or the > network is unavailable, the mail is still queued on the local system. > > On Windows systems you can achieve something similar by installing the > SMTP service from IIS. > > Of course,this does not help you with your current issue. > > -- > Mi

[otrs] Beta 6 Browser Message - An error occured! For details please see your browser log!

I've upgraded to OTRS 3.0 beta 6 and now get the following message in many screens, especially when going into a ticket with multiple articles. Observed in FF 3.6 and IE. An error occured! For details please see your browser log! Look familiar to anybody? Hugh --

Re: [otrs] Beta 6 Browser Message - An error occured! For details please see your browser log!

I believe this was caused by a dual-monitor display where the second monitor was running a smaller resolution than the first. On Wed, Oct 27, 2010 at 3:16 PM, Hugh Kelley wrote: > I've upgraded to OTRS 3.0 beta 6 and now get the following message in many > screens, especially when g

[otrs] Beta 6 - Toolbar Icons Only Showing When Count > 0

Under beta 6, only icons with counts (watched == 1, locked ==2, etc.) are showing. Is this a new Beta 6 feature? Can the previous default be restored? Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://li

Re: [otrs] LDAP auth not working with OTRS version 2.4.9

As far as I know, 2.4.9 and 3.0 are identical from the LDAP perspective. If so, there's an example config here (agents and customers): http://www.mail-archive.com/otrs@otrs.org/msg32302.html Hugh On Wed, Oct 27, 2010 at 11:28 AM, Sidnei Moreira wrote: > hello, > > i've tried to configure acti

[otrs] "Need URL or Reload!" 500 Errors in Beta 6

Is anyone else seeing these errors when closing some, but not all, tickets? [Fri Oct 29 11:49:49 2010][Error][Kernel::Output::HTML::LayoutPopup::PopupClose][57] Need URL or Reload! The ticket closes successfully but the agent is left with a server error. I already have a bug open for this,http:/

[otrs] Beta 6 - Freetext Required Validation?

My Freetext "requirements" are not being enforced in Beta 6 (though I'm fairly certain they were a few weeks ago). Given the following Sysconfig (abbreviated from ZZZAuto.pm), I would expect 1 and 2 to be required for any new phone ticket, but this is not the case. $Self->{'Ticket::Frontend::Agen

Re: [otrs] Beta 6 Browser Message - An error occured! For details please see your browser log!

I am only using the standard template. My issue occured while I had my computer in split screen mode. The OTRS window was on the second screen (which happened to be projected in a conference room at a lower resolution than my primary monitor). I think that is what caused my issue, though I haven'

[otrs] Use Active Directory manager attribute to enable "Company Tickets" in customer portal

I've put together a quick implementation of the CustomerIDs feature that uses the AD manager attribute to generate the list at run time. Deployment steps (all two of them) and a Perl module are posted in an enhancement request here: http://bugs.otrs.org/show_bug.cgi?id=6193 Hugh

[otrs] Beta 6 - Bulk Ticket Action Only Updates First Ticket

I haven't used bulk actions much so I wanted to check my process before I submit a bug: 1:Check multiple tickets via queue view, hit "Bulk". 2:A visual confirmation appears: 201010301048: Ticket is used! 201010301057: Ticket is used! 201010301101: Ticket is used! 3: Perform

Re: [otrs] Beta 6 - Freetext Required Validation?

27; => '-', 'O1' => 'Option One', 'O2' => 'Option Two', } Hugh On Fri, Oct 29, 2010 at 12:19 PM, Hugh Kelley wrote: > My Freetext "requirements" are not being enforced in Beta 6 (though I'm > fairly certain they were

[otrs] Sysconfig option to change queues in Owner View?

Is there a way to allow a "one-click/screen" assignment of the following: - Queue - Owner - FreeText It would seem that the easiest way would be to provide a queue pulldown in AgentTicketOwner, but I'm open to other suggestions (AgentTicketNote?). As it stands now, the Raw queue-tenders

Re: [otrs] DashboardTicketCreate 0.0.1 - Package not correctly deployed! You should reinstall the Package again!

The OPM file itself contains a base-64 representation of all files in the package. Perhaps the system does a validation against that. Hugh On 11/2/10, Steve Clark wrote: > Hi List, > > I have installed the above package. When accessing it I noticed there > was a misspelling > in the DashboardTi

Re: [otrs] Changes on Config.pm has no effect

What web server and Perl implementation are you using? Hugh On 11/3/10, Ronaldo Richieri wrote: > Hi, > > I'm trying to chance a Config.pm file to update some Auth parameters. OTRS > searchs Customer on a AD Server. There are configurations for it but even if > a remove the Config.pm file, the s

[otrs] User-definable UserTicketZoomArticleTableHeight Preference

The value that controls the size of the ticket zoom article table is inconsistent among my users. Can users update this value via the UI? I have several people with a value of 65. At that setting, the article table only shows about four entries. Others can see eight or more. This creates articl

[otrs] Changing Ticket Handle After Going Live

We've been using OTRS 3 as our live ticketing system for a few weeks now and I've started to notice that the ticket hook we use isn't descriptive enough. It gets confusing when we forward a ticket out to a vendor and then a second ticket number is added. Does anyone know offhand if it will break

Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1)

Mark, we had a similar request from our agents so I created the attached OPM. I hadn't expected it would be shared so it is still pretty rough. You can at least use it as a guide. It's a pretty direct re-purposing of the "stock" AgentDashboardTicketGeneric. While we're on the subject of re-us

Re: [otrs] When will there be a compatible OTRS::ITSM for OTRS 3.0.X?

I saw that announcement but couldn't tell if that was a beta date or GA. When will betas start to show up? Hugh On 11/16/10, Tristan Smith wrote: > Hi, > > This may help: http://otrs.org/news/2010/release-calendar-otrs3/ > (I was hoping for a sooner release) > > On Tue, Nov 16, 2010 at 3:15 PM,

Re: [otrs] Customizing Dashboard on OTRS 3.0

It can be accomplished via a new dashlet. I posted an example to the list a few weeks back. Try a search of the archives to see if the attachment is still available. Hugh On 11/30/10, Parag Bhalerao wrote: > Thanks Shrikant, > > > > I can see it in My Queues. I was wondering if I can see my own

Re: [otrs] Customizing Dashboard on OTRS 3.0

the dashlel. But I don't know how to apply/import it > in to OTRS. Can you please guide me on that? > > Sorry, but I am really new to OTRS :( > > GoodWills > > Parag Bhalerao > > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.o

[otrs] LDAP search for non-customer recipients

We have some contact (mail recipient) objects in our directory for external people (vendors). Is there any way to allow these to be shown in the AJAX lookup for ticket forwarding (do not treat them as full customers, but do "suggest" them as email recipients)? Hugh ---

Re: [otrs] LDAP search for non-customer recipients

7;var' ], [ 'UserLogin', 'Login', 'mail', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail

Re: [otrs] LDAP and Address Book, customers are displayed with username, full name, email address and username again (Michiel Beijen)

You could create a second customer database for this purpose. That will make them show up in the AJAX customer lists. On Fri, Dec 17, 2010 at 7:19 AM, Erik van Ast wrote: > Hi Michiel, > > That worked great, thank you. > One more question. How can I put the agents' addresses in there as well? >

Re: [otrs] OTRS system giving 500 internal server error

After a bit of a learning curve, I've had good results with ActivePerl and PerlEx under IIS 7+ . Hugh On 12/22/10, Pradumna Maheshwari wrote: > > > > Hello all > > I  have a problem that, sometimes OTRS system suddenly gets down, giving > "500 internal server error" error. > > For this, I

Re: [otrs] changing ticket format?

I've changed the ticket number "formula" a few times on ours. Everything has been fine for us. I have also looked into changing the ticket handle, but apparently that is disruptive. Hugh On 12/29/10, Steve Clark wrote: > Hello List, > > We have been using OTRS for about 6 months using the defau

Re: [otrs] SMTPS and Google Apps (smtp.gmail.com)

Is there an estimated release date for 3.0.5? Is there a page where these dates are shared? Hugh On 1/6/11, Michiel Beijen wrote: > Bumping an old thread: > > Apparently Google switched to requiring TLS? > > You can use TLS with OTRS although it's a bit broken in < 3.0.5 (which is > not out yet

[otrs] Change customer via Bulk Edit ?

Is there a sysconfig option to allow this? I can't seem to find a way to change the customer value for multiple tickets. Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To

Re: [otrs] Change customer via Bulk Edit ?

In that case, http://otrsteam.ideascale.com/a/dtd/Allow-more-changes-via-Bulk-Edit--customer-/99945-10369 Hugh On Thu, Jan 6, 2011 at 9:31 AM, Michiel Beijen wrote: > On Thu, Jan 6, 2011 at 3:21 PM, Hugh Kelley wrote: > > Is there a sysconfig option to allow this? I can't seem

[otrs] Add Ticket Title to Queue, Status, and Search views via sysconfig?

I would like to be able to see the ticket title in tabular format. Can this be added via sysconfig (so that I don't have to reapply .pm and .dtl patches after each upgrade)? Hugh - OTRS mailing list: otrs - Webpage: http://otrs.o

Re: [otrs] Add Ticket Title to Queue, Status, and Search views via sysconfig?

Yes, that's exactly it. Many thanks. Hugh On Sat, Jan 8, 2011 at 9:08 AM, Michiel Beijen wrote: > Does setting Ticket::Frontend::OverviewSmall###ColumnHeader to > TicketTitle do what you want? > > -- > Mike > > On Fri, Jan 7, 2011 at 4:50 PM, Hugh Kelley wrote: >

Re: [otrs] OTRS system giving 500 internal server error

a.maheshw...@tcs.com > Website: http://www.tcs.com > > Experience certainty.IT Services > Business Solutions >Outsourcing > > > > &g

[otrs] Reply to Ticket from Ticket Zoom Action Row ?

Can a "reply" pull-down be added to the ticket zoom next to the "move queue" pull-down via sysconfig? In our case, agents may add many notes to a ticket between replies and it is somewhat tedious to search all the way through the article list for the last reply-able entry. Hugh --

Re: [otrs] Reply to Ticket from Ticket Zoom Action Row ?

this helps! > > Regards, > Elva > > On 1/13/2011 4:12 PM, Hugh Kelley wrote: >> Can a "reply" pull-down be added to the ticket zoom next to the "move >> queue" >> pull-down via sysconfig? >> >> In our case, agents may add many not

Re: [otrs] Upgrade issues

I have been running some version of OTRS 3 from beta up until 3.0.3. I'm not sure when this search (for ticket number) stopped working, but I have the same experience as Gazizov. For what it's worth, we've been using the Static DB all along. Hugh On Mon, Jan 24, 2011 at 10:32 AM, Gazizov Andre

Re: [otrs] Upgrade issues

I ran the rebuild last night and my searches are back to normal now. Is this normally required after a rebuild? Hugh On Tue, Jan 25, 2011 at 10:50 AM, Steve Durbin wrote: > Lars and others, > > Freetext search and ticket number search work fine here following upgrade > on our test system, for

[otrs] WebDAV access to OTRS attachments?

Is there such an interface? Our customer sometimes send us scripts to run. It would be convenient to access them directly from the ticket. Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/

[otrs] PDF attachments not recognized via email

When I submit/reply to tickets via email with PDF attachments, those attachments do not appear in the UI with the articles. However, If I go to "Plain Format" I see them in the MIME content of the article and if I "Download this email" they are there as well. I have installed the *PDF::API2 * mo

Re: [otrs] PDF attachments not recognized via email

lename="AD Group Membership Report.pdf" Hugh On Fri, Feb 25, 2011 at 9:18 PM, Hugh Kelley wrote: > When I submit/reply to tickets via email with PDF attachments, those > attachments do not appear in the UI with the articles. > > However, If I go to "Plain Format&q

[otrs] Owner list shows agents without write access

Is it possible to have the agent/owner list filtered so that agents without read+write access in a ticket's current queue are not visible? Is it a sysconfig option? Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archi

Re: [otrs] Owner list shows agents without write access

$ShownUsers{$KeyMember} = $AllGroupsMembers{$KeyMember}; } } } Hugh On Fri, Mar 18, 2011 at 9:13 AM, Hugh Kelley wrote: > Is it possible to have the agent/owner list filtered so that agents without > read+write access in a ticket'

[otrs] Multiple agent auth sources

Can the agent auth system support the same multi-source design that the customer auth does? If so, could someone kindly point me to a config sample online? Hugh -- Sent from my mobile device - OTRS mailing list: otrs - Webpage:

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