Znuny Open Source Ticketsystem

Gunz

Hi, we're running OTRS for Windows v3.0.4 with I.E 8 (v 8.0.76) and having issues with users browser sessions simply dropping out. It's not throwing any kind of error on the screen (nor within the OTRS logs) and when the users go back into OTRS they are back at the spot/same screen/within the same t...

Gunz

I've got this resolved. The issue was that I had used our own company theme with v2.4.7 and within it I changed a number of forms including the search form. Old version forms are no not supported with v3.0.4. Hence this search form wouldn't load properly after the upgrade. I've removed it from the t...

Gunz

Hi. I've just upgraded from 2.4.7 to 3.0.4 (Windows). The Dasboard search form does not load... When I select it, I get a "Loading" message with a spinning dial however the form does not load. There's nothing in the log - no errors at all. Can anyone assist me with this one? Thanks! Wayne

Gunz

I've solved it !!!

The DB update scripts must not have run properly... I've rerun them and all seems good now.

Thanks for responding.

Gunz

I've checked the Log. OTRS keeps throwing this error: [Thu Dec 30 13:02:02 2010][Error][Kernel::System::User::GetUserData][202] Unknown column 'title' in 'field list', SQL: 'SELECT id, login, title, first_name, last_name, pw, valid_id, create_time, change_time FROM users WHERE LOWER(login) = ?' I've...

Gunz

Hi, I've gone thru all of the steps to upgrade OTRS from v2.4.7 to v3.0.4 on Windows (Server 2003). I'm up to the last step of doing a config import and I can't login. I get the following error message with all of my user logins: Panic, user authenticated but no user data can be found in OTRS DB!! P...

Gunz

Crythias,

Thank you for the detailed answer. I REALLY appreciate the effort to which you've gone in assisting me with this issue.

Cheers!
Wayne

Gunz

I didn't understand any of it to be honest. However, I thought I would try to use the input type="hidden" option that Crythias proposed. I only have one queue set up - IT Assistance. When customers create a new ticket using the Customer panel, new ticket option, I want all tickets to go to...

Gunz

bump... anyone? I would really appreciate some assistance with this...

Thanks Wayne

Gunz

Hi, this quesiton has been asked before however I didn't understand the answers that were given. I'm hoping there's a straight forward, easy way to achieve this :D When a customer uses the Customer Portal to open a new ticket, I'd like to add default values in the "Type" and "To"...

Gunz

Thanks again Mike!

--Wayne

Gunz

OK... I'm stumped when I'm setting up single sign-on. The Instructions state: Add the following statements to the <Directory> block of your cgi-bin directory: <Directory "d:/otrs/bin/cgi-bin/"> SSPIAuth On SSPIAuthoritative On SSPIDomain pdc.example.com SSPIUsernameCase lower SSPIOfferBasi...

Gunz

Thanks Mike. I'll take a look at single sign-on.

--Wayne

Gunz

Hi, I've set up OTRS v2.4.8 Windows version to be used as an internal IT Helpdesk. Customers will be our internal staff. They will use the Customer Panel interface to log tickets (requests) for IT help, search on existing etc. Our OTRS Customer login username is the same as their Windows login. Wind...

Gunz

Is anyone able to help me? Please, if you can... I would really appreciate your assistance.

Gunz

Hi, I want eveyone in the Customer Panel to be able to see, but not change, everyone else's tickets under Company Tickets. I think I understand how to give people access to everyone elses tickets using Company Ticket functionality however I've not seen any mention of how to make this READ ONLY acces...

Gunz

Issue fixed: it was in the data. I resaved all my Customer users (i.e. manually went into each one's setup and simply resaved them) and this issue went away.

Gunz

I've found this now - it's in the CustomerNavigationBar.dtl I'm struggling to fix my problem. The code is exactly the same between my test and production instances. However within the test instance this message on the top right hand of the customer panel is exactly how I want it and reads:- Wayne Ma...

Gunz

Hi, can anyone tell me where I can find the code behind the:- Welcome xxxxx Email address Date and Time Message that appears on the top right hand corner of the Customer panel (portal) page? Mine is not working properly... unfortunately I'm not sure what code drives this... and so I can't sort it ou...

Gunz

Hi, I've been testing doing a bulk load of customer users from text file. It's working ok except for two things: a MySQL error I don't understand and the fact I can't seem to load passwords. Here is what I've done: 1) Created an import file. Here's the first couple of lines of my import file:- Allan...

Gunz

This has been very helpful. I think I've got it now... Thanks for all your assistance!

Gunz

Hi, I'm running the Windows version: 2.4.7. I want to change the display order of the fields on the Phone Ticket form: for example I want to move the "CustomerID" field up under the "From" field. Basically I want to make the form easier to fill out for our Customer Service Reps w...

Gunz

Thanks for your response. It's been very helpdful.

Gunz

Hi, we've been running the Windows version 2.4.7 in a test environment for some time - getting the system setup, making config changes etc to meet our needs. It's all going well. It's now time to replicate this Test setup on our new Production server (runnning on different physical hardware). The ne...

Gunz

Excellent, detailed answer. Thank you it's help me a lot.

Gunz

Hi, I believe I understand the concept of Free Text - that it allows me to add additional fields in the ticket form and can support a drop down menu of options. What I don't understand is the steps needed to configure a free text field. I've gone thru the documentation and it's not really clear to m...

Gunz

As always - big thanks for your assistance!

Gunz

Hi, I now understand that the configuration of the Dashboard 7 Day Stats graph is done within "DashboardBackend###0250-TicketStats" but is there any way to change the graph line colours, background colour and other characteristics used in this graph? It appears to be a Flash element... doe...

Gunz

Thank you for the clarification.

Is there any way to change the graph line colours (or other characteristics) used on the Dashboard 7 Day Stat graph?

Gunz

Hi, I went into core::stats::graph to change the setting on the Dashboard 7 day Stats Graph. Bascially I wanted to change the background color and the color of the "created" tickets line. 1) I changed the background color from white to blue (however when I went back to the dashboard it rem...

Gunz

Thanks for that!

Gunz

hi, I'm running OTRS for Windows version 2.4.7. I'd like to install the following two enhancements: http://wiki.otrs.org/index.php?title=Dashboard_Enhancements It states to install them as "OPM packages". Whilst I know about the package install utility, how exactly do I get the code in the...

Gunz

Thanks for the feedback - it was really very helpful. I'll look into either running virtualboxes (or putting the other instances onto spare servers). Thanks again!

Gunz

I'm sorry, I've done a poor job of explaining what I'd like to achieve. Basically I'd like to have the OTRS application installed on our Windows 2003 server with seperate environments setup for Production, Development and Testing/Training. I've tried simply copying over the OTRS folder with all it's...

Gunz

Hi, I'd like to install multiple instances of OTRS for Windows (v 2.4.7) on the same Windows server:- this will allow me to have a production, development and test instance all on the one server. I've tried a few different ways of copying over an instance but can't get the new/second instance to wor...

Gunz

FYI... I've figured this one out myself.

In the end it was an SMTP configuration issue - the SMTP server did not need authenication hence the script was failing.

Removing the Authentication User and Password settings from the SMTP configuration fixed the problem.

Gunz

Thanks for your response. It may well be that I've not configured SMTP properly. Here is what I've configured under the SysConfig::Framework::Core::Sendmail SendmailModule: SMTP SendmailModule::CMD: <--- I left this blank SendmailModule::Host: xxxx.gunz.com.au SendmailModule::Port: 25 SendmailModule...

Gunz

Hi, I posted this question in the "error" forum but didn't get a response. I'm hoping someone here may have seen this before and will know what to do... I'm running the Windows version 2.4.7 (fresh install this week). When I try to email from within a ticket the script crashes and shows a ...

Gunz

Hi, I'm running the Windows version 2.4.7 (fresh install this week). When I try to email from within a ticket the script crashes and shows a HTTP 500 error. The Apache error logs shows the following:-- [Thu Jul 01 16:17:12 2010] [error] [client 127.0.0.1] Use of uninitialized value $_ in -d at C:/PR...

Gunz

Hi, I'm running the Windows version 2.4.7. Is there an additional Document Management application available to work with this version? If so, where can I download it?

I've read about Document Management on the web site but I can't seem to locate a Windows version.

Gunz

That's what I needed - thanks for your help.

Gunz

Hi, is there a way other than running a report to view closed tickets? I want my users to be able to easily search for and read older tickets that have been closed (my preference would be to do this from the dashboard).

I am running the latest Windows version.

Any help - greatly appreciated!

Gunz

Yes, that's right I found it eventually. Thanks for your reply.

Gunz

Hi, I've only just installed the windows version of OTRS. I'm now working my way thru it's setup. Whilst I understand how to setup Groups... I can't find any way to go back later and modify the Group rights??? For example if I set up a group as RO, how could I later go back and change the rights to ...

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