Search found 24 matches
- 07 Jul 2015, 14:30
- Forum: General
- Topic: CacheInternalTicket Folder consuming 6GB of disk space
- Replies: 1
- Views: 4424
CacheInternalTicket Folder consuming 6GB of disk space
I have two OTRS servers that i'm responsible for. One running OTRS v3.3 on CentOS6 which is running as expected. I have an older OTRS server that I recently inherited running OTRS v3.0.11 on CentOS6 that has close to 6GB of data in the /opt/otrs/var/tmp/CacheFileStorable/CacheInternalTicket folder. ...
- 02 Dec 2014, 04:47
- Forum: Help
- Topic: CMDB Overview - Add New Columns
- Replies: 1
- Views: 1484
Re: CMDB Overview - Add New Columns
Update: I was able to add additional columns by editing the Config Settings in ITSM Configuration Management -> Frontend::Agent::ViewConfigItem I enabled ITSMConfigItem::Frontend::AgentITSMConfigItem###ShowColumnsByClass My only issue now is that new columns i added are not sortable - Anyone have an...
- 01 Dec 2014, 22:29
- Forum: Help
- Topic: CMDB Overview - Add New Columns
- Replies: 1
- Views: 1484
CMDB Overview - Add New Columns
I'm wondering if it is possible to add new columns to the CMDB Overview screen. Has anyone done this?
Thanks
Thanks
- 13 Sep 2014, 16:28
- Forum: Help
- Topic: Processes can now be started from the Customer Interface
- Replies: 4
- Views: 2219
Re: Processes can now be started from the Customer Interface
ah, i see now. The process management setup interface has also changed since the upgrade (more options). thanks jojo
- 12 Sep 2014, 03:34
- Forum: Help
- Topic: Processes can now be started from the Customer Interface
- Replies: 4
- Views: 2219
Re: Processes can now be started from the Customer Interface
Should i not see "New Process Ticket" under the "Tickets" menu item in the top nav of the Customer Interface now that i've upgraded to v3.3?
- 11 Sep 2014, 20:38
- Forum: Help
- Topic: Processes can now be started from the Customer Interface
- Replies: 4
- Views: 2219
Processes can now be started from the Customer Interface
I just upgraded to OTRS v3.3 and according to the release notes "Processes can now be started from the Customer Interface" I've created a new process and can access it via the Agent Interface but do not see it in the Customer Interface. What am i missing here? Can someone please point me i...
- 11 Sep 2014, 04:44
- Forum: Help
- Topic: Switch to Customer
- Replies: 2
- Views: 1613
Re: Switch to Customer
solution (that worked for me):
navigate to to Admin section sysconfig-->core
Set "SwitchToCustomer" to NO and save settings. Then change it back to YES and save settings.
navigate to to Admin section sysconfig-->core
Set "SwitchToCustomer" to NO and save settings. Then change it back to YES and save settings.
- 11 Sep 2014, 03:40
- Forum: Help
- Topic: Switch to Customer
- Replies: 2
- Views: 1613
Switch to Customer
I just upgraded from OTRS 3.2 to v3.3.8 - I can no longer "Switch to Customer". When I click on the "switch to customer" link it simply takes me to the Customer Login Page. Anyone else experience this issue? I would appreciate any help in troubleshooting this problem. Thanks
- 07 May 2013, 21:50
- Forum: Help
- Topic: Auto Response - tag
- Replies: 7
- Views: 2693
Re: Auto Response - tag
Figured it out.. i made a config change while testing and it is what is causing my issue.
In sysconfig-->Core::PostMaster
PostmasterAutoHTML2Text needs to be set to YES (default).
In sysconfig-->Core::PostMaster
PostmasterAutoHTML2Text needs to be set to YES (default).
- 07 May 2013, 21:25
- Forum: Help
- Topic: Auto Response - tag
- Replies: 7
- Views: 2693
Re: Auto Response - tag
I'm sending test messages from outlook. Instead of getting the first 25 lines of my email message I get what i posted above. I think this started when i upgraded from OTRS 3.1 to 3.2 (but i can't be certain).
- 07 May 2013, 21:16
- Forum: Help
- Topic: Auto Response - tag
- Replies: 7
- Views: 2693
Auto Response - tag
I'm not sure what has changed but my notification tag in my auto response is no longer working. I'm using this tag <OTRS_CUSTOMER_EMAIL[25]> and instead of getting the first 25 lines of the email i get something like this (see below). Does anyone have a suggestion? <html xmlns:v="urn:schemas-mi...
- 08 Feb 2013, 17:18
- Forum: Help
- Topic: OTRS 3.2 Process Management
- Replies: 3
- Views: 2167
Re: OTRS 3.2 Process Management
Perhaps, I just do not understand the proper use of this module. Can you tell me what "ForceNotificationToUserID' setting is for? I'm looking at this section of the documentation (see sceenshot).
- 08 Feb 2013, 00:40
- Forum: Help
- Topic: OTRS 3.2 Process Management
- Replies: 3
- Views: 2167
Re: OTRS 3.2 Process Management
I thought that by adding a note to the ticket that was the 'event' and OTRS would send out an email to the additional user (in my example the user with userid=2). Just like when i would manually add a note to a ticket and the system sends out a notification (which it does). Do you have an example or...
- 07 Feb 2013, 23:20
- Forum: Help
- Topic: OTRS 3.2 Process Management
- Replies: 3
- Views: 2167
OTRS 3.2 Process Management
I'm working with the new Process Management feature in OTRS v3.2. I want to create a new article when moving from one action to another and notify additional agents (who are not owner/responsible). The article is being created successfully. However, email notifications are not being sent out. I'm us...
- 01 Feb 2013, 19:36
- Forum: Help
- Topic: New Ticket Notification Formatting OTRS 3.2
- Replies: 3
- Views: 1695
Re: New Ticket Notification Formatting OTRS 3.2
one more note. When i ran the first SQL script in the upgrade process i received the following error.
ERROR 1553 (HY000) at line 25: Cannot drop index 'article_flag_create_by': needed in a foreign key constraint
ERROR 1553 (HY000) at line 25: Cannot drop index 'article_flag_create_by': needed in a foreign key constraint
- 01 Feb 2013, 19:24
- Forum: Help
- Topic: New Ticket Notification Formatting OTRS 3.2
- Replies: 3
- Views: 1695
Re: New Ticket Notification Formatting OTRS 3.2
Also, when I right-click on a misspelled word I no longer get suggestions for the correct spelling of the word. I just get the option to 'paste'
- 01 Feb 2013, 01:48
- Forum: Help
- Topic: New Ticket Notification Formatting OTRS 3.2
- Replies: 3
- Views: 1695
New Ticket Notification Formatting OTRS 3.2
After upgrading from OTRS 3.1 to v3.2 my notifications no longer preserve formatting. Carriage returns are stripped out as well. Any ideas?
thanks!
thanks!
- 19 Feb 2012, 09:16
- Forum: General
- Topic: upgrade to 3.1.1
- Replies: 12
- Views: 6789
Re: upgrade to 3.1.1
This resolved my issue - not sure how it happened though:
mysql -u root -p
use otrs
select * from ticket_flag where ticket_id=656;
delete from ticket_flag where ticket_id=656 and create_by=8 LIMIT 1;
mysql -u root -p
use otrs
select * from ticket_flag where ticket_id=656;
delete from ticket_flag where ticket_id=656 and create_by=8 LIMIT 1;
- 19 Feb 2012, 05:16
- Forum: General
- Topic: How was your OTRS 3.1 upgrade?
- Replies: 23
- Views: 23755
Re: How was your OTRS 3.1 upgrade?
I am experiencing exactly what prrole has described above. I'm running Centos 5.5 - installed OTRS 3.1.1-02 using RPM package. When i restart otrs i get "Checking OTRS Scheduler Service... Error!" - and when i check crontab for otrs user (crontab -u otrs -e) it is empty. Running the follow...
- 18 Feb 2012, 07:19
- Forum: General
- Topic: upgrade to 3.1.1
- Replies: 12
- Views: 6789
upgrade to 3.1.1
I'm getting the following error when running the first sql script (against mysql) >> cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs
ERROR 1062 (23000) at line 187: Duplicate entry '656-Seen-8' for key 'ticket_flag_per_user'
Any ideas?
Thanks in advance
ERROR 1062 (23000) at line 187: Duplicate entry '656-Seen-8' for key 'ticket_flag_per_user'
Any ideas?
Thanks in advance
- 06 Oct 2011, 04:38
- Forum: Help
- Topic: New Ticket Notification: all recipients
- Replies: 3
- Views: 1632
Re: New Ticket Notification: all recipients
any suggestions for a workaround?
- 05 Oct 2011, 23:49
- Forum: Help
- Topic: New Ticket Notification: all recipients
- Replies: 3
- Views: 1632
New Ticket Notification: all recipients
By default OTRS only auto replies to the sender of a message. Is it possible to configure it so that all new ticket auto responses are sent to all recipients of the original request? All users should have the auto generated ticket # for their reference. Any help would be appreciated. I am running OT...
- 29 Sep 2011, 22:40
- Forum: General
- Topic: Staff reply to tickets through email
- Replies: 16
- Views: 23659
Re: Staff reply to tickets through email
never mind, i read your email wrong. What i really need to know is how to add x-headers to outgoing email in outlook. Any add-ins for outlook 2007/2010 that someone can recommend?
- 29 Sep 2011, 21:03
- Forum: General
- Topic: Staff reply to tickets through email
- Replies: 16
- Views: 23659
Re: Staff reply to tickets through email
Curious, has anyone else got this working? If i add the header "X-OTRS-Loop: true" then the person who sends the original request no longer gets the auto response stating that the ticket has been created. Also, the agent who reply's to the email still gets the auto update message.