Znuny Open Source Ticketsystem

altjx

Appears that this would have to be some type of OTRS specific command. This I don't know. I've never tried it. "Admin-not so bad", would you mind elaborating a little more about this? I am logged into the system as an administrator. There's Agent interface, and Admin section to change thi...

altjx

There is no direct web-based-creation of event to call an external command. It's *possible* that generic agent might do it .. up to 10 minutes later. It is not possible from the OTRS Agent Interface (this would be a bad security issue to do it from the *agent* side. Admin-not as bad) It could, theo...

altjx

I've been surfing the documentation as well as navigating through modules all day to get this working. I have a script on a file server (which is on its web server), and I would like this to be called and executed on my OTRS system whenever there's a high priority ticket that's been created. Can som...

altjx

I'm using IIS7, and no proxy anywhere on the system or network, unless there's one that is somehow installed when going through the otrs installation procedures?

altjx

Where else would it be? SQL Database?

altjx

jojo wrote:have a look at your Footer.dtl

The footer.dtl does not contain "HERE". In fact, I've removed all of the contents from the file, saved it, and it still appears. The only thing that goes away is the "Powered by" text.

altjx

Any clue how to get rid of this?

altjx

Got this resolved following a mixture of guides.

altjx

This issue is a pain in the ass. I mean it just hangs there, what in teh world? Someone said removing IE9 fixed their issue, but it hasn't fixed mine. I'm kind of assuming there's something in IIS7 that's causing this??

altjx

Fisrtly, many thanks to the mod crythias for assisting me awhile back with OTRS. I used this same article to get me up and going using SQL, Server 08, and IIS 7. Now, for some reason now that I have everything set up, I am trying to log in for the first time, and it's hanging there. It's not going a...

altjx

root wrote:The definitions of these three esclations time can be found at http://doc.otrs.org/3.0/en/html/adminarea-queue.html.
If you haven't defined these time in your queue settings they will be empty.

hth, Roy

Gotcha, much appreciated!

altjx

Any idea what this column is for? There's never anything in there. How do I even get rid of it?

altjx

Is there a way to change the time format of OTRS to '3:00 pm' instead of '15:00' ??

altjx

just added <OTRS_AGENT_BODY> into the Closed Notification Event and it was included the next time this notification was sent out to the Agents.

Just in case anyone else is wanting to do the same thing.

altjx

I've set up a closed notification even that sends everyone in our IT department stating that a ticket is closed. Is there any way to include the note into the ticket upon the closed message? We really need to know why tickets are being closed and would like to prevent having to open OTRS and go to t...

altjx

If you go to the Ticket button at the top and click either Queue View or Status View, it shows you the list of tickets. However, if you click on the "M" in the upper right corner, there appears to be a column on the right that I don't really see what purpose it serves. We have some tickets...

altjx

thomkortekaas wrote:Sorry, overlooked the question.

Sysconfig --> Ticket::Frontend::TimeUnits

No problem. Thanks

altjx

thomkortekaas wrote:I just change it into
Code: Select all
 in minutes
(with a space in front of "in"

It now says:
Code: Select all
Time units in minutes

From where? Where do you make this change?

altjx

Nothing major, but noticed when I changed the time units to "minutes", every ticket and ticket submission form shows "Time unitsminutes:".

Just curious if anyone knows where to edit that to fix? Thanks for anyone's help.

altjx

Well, just re-attempted and everything's working fine. Not sure what went wrong. Thanks for the help.

altjx

Ah, gotcha.

altjx

Well, just fixed this one on my own, lol. Anyone else who's experiencing the same thing, I just went into the \OTRS\Kernel\Output\HTML\Standard folder and opened up the CustomerTicketOverview.dtl. In there, there's a line that says: <a class="Button" href="$Env{"Baselink"}Ac...

altjx

In the customer panel, I have my "Frontend::Customer::ModuleRegistration" set to: Action=CustomerTicketMessage;Subaction=StoreNew;Dest=5||IT+Help+Desk;Expand=1 When a customer goes to the navigation bar and clicks "New Ticket". By default, the "To" is set to "IT He...

altjx

thomkortekaas wrote:Ok nice..

Here is my custom Message Of The Day piece btw

Thanks. That's the result of simply just adding a link without anything additional?

altjx

thomkortekaas wrote:Ok cool, how does it look ? Can you post a screenshot?

Sure

altjx

Go to OTRS\Kernel\Output\HTML\Standard Open the file CustomerLogin.dtl This file gets parsed as an html file and is the customerlogin page. For example I added a custom Message of the Day object on top of the page. There you can place your link. Well, the link is placed just as a link, not even wit...

altjx

How can I add a link to the customer login page? I was successful with doing this to the customer's page AFTER they login where it shows their ticket, company tickets, etc... and the agent interface.. But I need to create a link back to the intranet page from the login page... How can I accomplish t...

altjx

In the header.dtl file, how do you add it next to the "Admin" button? It seems like after adding the link such as "<a href="http://intranet/index.html">Intranet</a>", it just goes under the bar instead of next to the "admin" button

altjx

crythias wrote:did you load the sql files into the database? are there any other error messages?

Yeah I have. No error messages. Everything executed fine. I'm switching from VirtualBox to VMware. I'll post back here after reinstallation and trying again. Thanks for your help.

altjx

Has it ever worked? Are you authenticating vs DB or AD/LDAP? Everything is set to default, EVERYTHING. The ONLY thing I've changed in the configuration files were this: $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Server=localhost,49163;database=otrs;uid=otrs;pwd=xxxx;"; $Self->{&...

altjx

I've tried root@localhost and "root" as password without quotes. It didn't work. I went to the following Documentation from OTRS: http://doc.otrs.org/1.3/en/html/problems-misc.html After resetting the password... It's still saying Login failed! Your username or password was entered incorre...

altjx

Great! I'm able to get to the logon prompt. Now the root@localhost:root isn't taking for username:password. Damnit. I logged on from the localhost using the credentials and ran into a : Error Message: [Microsoft][ODBC SQL Server Driver][DBNETLIB]SQL Server does not exist or access[..] Backend ERROR:...

altjx

I GOT IT!!!!!!!!!!! C:\Program Files (x86)\OTRS\OTRS\bin>perl otrs.CheckDB.pl Trying to connect to database DSN: DBI:ODBC:driver={SQL Server Native Client 10.0};Server=localhost,49163;data base=otrs;uid=otrs;pwd=password; DatabaseUser: otrs It looks Ok! I forgot to re-create the otrs database... Now...

altjx

oh, and *perhaps* [Microsoft][SQL Server Native Client 10.0][SQL Server]Cannot open database "otrs" requested by the login. The login failed. Login failed for user 'otrs'. (SQL-28000) means that um. well, the login failed. :) username/password combo doesn't work but http://forums.devshed....

altjx

if the odbc connection works ... test it in windows. I'm not exactly sure how to test an obdc connection. But I'm definitely getting closer and closer. I've learned that SQL Server is listening on 49163. After I changed the Config.pm file to that port, I'm now getting the error below: C:\Program Fi...

altjx

Now if I change the code to: $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server Native Client 10.0};Server=localhost,1433;database=otrs;uid=otrs;pwd=password;"; $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseUserTable} = 'system_user2'; And run the perl otrs.checkDB.pl I g...

altjx

I'm supposed to still fill out the form on the installer.pl page right? Probably not. (a bit fuzzy, but you probably don't need to use installer.pl if it's talking correctly. Or you could have installed on MySQL, first, then changed to MSSQL after). I've changed nothing in the SQL Server Configurat...

altjx

Thanks for the reply. Here my config.pm file based off the FAQs: # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2010 xxx, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.23 2010/01/13 22:25:00 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For detail...

altjx

Based off the site below: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=121 Is this from a Unix/Linux machine? How do I run the CheckDB.pl from a Windows machine? Crythias can you continue helping with this? I'm digging very deep in the forums and google articles and just seem to ke...

altjx

Using those settings # MSSQL database settings $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Server=localhost,1433;database=otrs;uid=otrs;pwd=password;"; $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseUserTable} = 'system_user2'; and modifying it with the correct pas...

altjx

http://www.google.com/search?q=site:forums.otrs.org+mssql http://source.otrs.org/viewvc.cgi/otrs/README.database?revision=1.23&view=markup http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=121 Quick question, how would I import those .sql files into the otrs database in the SQL Man...

altjx

crythias wrote:http://www.google.com/search?q=site:for ... .org+mssql
http://source.otrs.org/viewvc.cgi/otrs/ ... iew=markup
http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=121

Thanks!!

altjx

Forgive me for being a noob, but I'm trying to install OTRS and on the second step to create a database, the only option is MYSQL. I'm using SQL Server 2008 for some other software as well and would like to create a database using SQL Server 2008. Under the Type: MYSQL, it says to refer to the READM...

altjx

I noticed that Locking a ticket does not change it's state from New to Open. Is this by design? Agent locking a ticket means he/she is working on it, correct? If yes, then a ticket should not stay in the "new" state. Agreed. It seems the ticket only changes from "new" to "o...

altjx

I noticed that Locking a ticket does not change it's state from New to Open. Is this by design? Agent locking a ticket means he/she is working on it, correct? If yes, then a ticket should not stay in the "new" state. Agreed. It seems the ticket only changes from "new" to "o...

altjx

dma976 wrote:a new ticket normaly comes in from the customer by webinterface or email
a ticket has the open state when an agent works on it

Thanks.

altjx

Anyone know the difference between a new and open ticket?

altjx

FIXED!!

Anyone else who have this issue, just add ;Expand=1 at the end of the line

http://bugs.otrs.org/show_bug.cgi?id=6200

altjx

Sorry to bring back an old thread but this looks very helpful. However, in the customerticketmessage.dtl file, this is what's all in the file here:  <div> <!--<label for="TicketNumber">$Config{"Ticket::Hook"}</label> <input title="Ticket#" t...

altjx

This seems like an issue a few posts have and no solution =(

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