Znuny and ((OTRS)) Community Edition

BrianYin

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?

BrianYin

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] # -----------------------------------------...

BrianYin

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...

BrianYin

> 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 ...

BrianYin

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 # ---------------------------------------------------------- # ...

BrianYin

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...

BrianYin

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 ...

BrianYin

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=localho...

BrianYin

the ticket you closed must from the queue you set up in your survey.

BrianYin

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...

BrianYin

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!!

BrianYin

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: MSW...

BrianYin

OK, it solved! Thanks

BrianYin

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...

BrianYin

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...

BrianYin

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 ...

BrianYin

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...

BrianYin

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...

BrianYin

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...

BrianYin

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?

BrianYin

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...

BrianYin

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...

BrianYin

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...

BrianYin

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 ...

BrianYin

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!

BrianYin

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

BrianYin

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!

BrianYin

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...

BrianYin

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? Tha...

BrianYin

ok, that's what i need, thanks !

BrianYin

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

BrianYin

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...

BrianYin

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 ...

BrianYin

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...

BrianYin

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!!

BrianYin

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 t...

BrianYin

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 ...

BrianYin

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...

BrianYin

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.

BrianYin

jojo wrote:what is OA?

Office Automation system, most of our office work flows are on it

BrianYin

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?

BrianYin

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.

BrianYin

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

BrianYin

if this ticket is unread, system will show a white star in your dashboard, your ticket lists second column.

BrianYin

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?

BrianYin

Does the attribuate name (telephonenumber) as same as your DB?

BrianYin

OK, i see. thanks

BrianYin

yes, i changed, the result is not what i expect, then i changed it back. it still didn't work

BrianYin

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

BrianYin

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 attrib...

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