October 2002 - otrs - OTRS mailing lists

new install info and comments
by Bryan Fullerton 17 Oct '02

17 Oct '02

Hallo, Yesterday I installed OpenTRS BETA7 on FreeBSD 4.6.2-p2 with PostgreSQL. The install went fine once I got all the Perl modules installed, though I think I need to setup mod_perl to get the speed I'd like. Some comments/suggestions... - in the INSTALL document, step 2, it would be useful if you mentioned that the otrs user needs to be in the nogroup group to work properly later with SetPermissions.pl etc. - to get the initial PostgreSQL-specific schema file working I had to do the insert twice - the first time there were many errors about missing tables, but the second time it worked fine (I'm guessing because the tables were there from the first insert :). This should probably be documented, or the order of table creation changed around in the SQL. - I had to do a "chgrp -R www $HOME/var/article" to allow Apache to write copies of the messages sent. Maybe document this? - Most of the general otrs config seems to be in the Kernel/Config.pm file, which I'd assume is overwritten if I do an upgrade. Might be worth looking into something like Mailman or FreeBSD has, where the application has default settings which are overridden (if needed) by a file that's not included in the application tarball. Makes upgrades easier. :) I think that's it for now, just getting into setting up users/groups and queues now, so will probably have more to comment on later. :) Also, I can definitely host an FTP mirror in Canada if there's interest, and possibly a demo system depending what's needed for that... Thanks for the cool software! Bryan -- Bryan Fullerton http://bryanfullerton.com/ Core Competency uunet.ca!gts!cspace!bryanf Samurai Consulting Inc.

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old tickets
by Thomas Schuettler 17 Oct '02

17 Oct '02

Hello! How can I see old tickets? I'm testin otrs 0.5 Beta 7 Thanks thomas

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Can't locate object method
by Shawn A. Laughlin 15 Oct '02

15 Oct '02

I installed OTRS on a Redhat 7.2 box running sendmail. I frequently get the following error. I can continue by simply reloading the page. And it always works. But it is pretty disconcerting. Any insight as to why I would continue to get this error? Can't locate object method "new" via package "Kernel::System::DB" \ (perhaps you forgot to load "Kernel::System::DB"?) at \ /home/ccc/OpenTRS/bin/cgi-bin/index.pl line 81. -- Shawn A. Laughlin Network Manager/Director, CCC Chemistry Dept 4521 S. HEB University of Utah (801)581-4696 "The salary of the chief executive of a large corporation is not a market award for achievement. It is frequently in the nature of a warm personal gesture by the individual to himself." --John Kenneth Galbraith

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autoresponse does not honour Reply-To
by Phil Davis 15 Oct '02

15 Oct '02

I have just started looking at OTRS and it looks like a very good system. I am using Sun Solaris 5.7 but it works just fine (except that SetPermisions.sh fails since no bash and chown syntax is different). One thing I found during testing was that the initial auto response from PostMaster was always sent to the From address and ignored any Reply-To email address. The following patch (against 0.5BETA7) fixes this. -- Phil Davis *** CURRENT/OpenTRS/Kernel/System/PostMaster/NewTicket.pm Mon Sep 9 12:22:13 2002 --- orig/OpenTRS/Kernel/System/PostMaster/NewTicket.pm Mon Aug 5 13:29:49 2002 *************** *** 166,182 **** QueueID => $QueueID, Type => $AutoResponseType, ); - - my $Send_to = $GetParam{ReplyTo}; - if ($Send_to eq "") { - $Send_to = $GetParam{From}; - } - if ($Data{Text} && $Data{Realname} && $Data{Address} && !$GetParam{'X-OTRS-Loop'}) { # -- # check / loop protection! # -- ! if (!$Self->{LoopProtectionObject}->Check(To => $Send_to)) { # add history row $TicketObject->AddHistoryRow( TicketID => $TicketID, --- 166,176 ---- QueueID => $QueueID, Type => $AutoResponseType, ); if ($Data{Text} && $Data{Realname} && $Data{Address} && !$GetParam{'X-OTRS-Loop'}) { # -- # check / loop protection! # -- ! if (!$Self->{LoopProtectionObject}->Check(To => $GetParam{From})) { # add history row $TicketObject->AddHistoryRow( TicketID => $TicketID, *************** *** 187,193 **** return; } # write log ! if (!$Self->{LoopProtectionObject}->SendEmail(To => $Send_to)) { return; } --- 181,187 ---- return; } # write log ! if (!$Self->{LoopProtectionObject}->SendEmail(To => $GetParam{From})) { return; } *************** *** 239,248 **** TicketID => $TicketID, TicketObject => $TicketObject, HistoryType => 'SendAutoReply', ! HistoryComment => "Sent auto response to '$Send_to'", From => "$Data{Realname} <$Data{Address}>", Email => $Data{Address}, ! To => $Send_to, RealName => $Data{Realname}, Charset => $Data{Charset}, Subject => $Subject, --- 233,242 ---- TicketID => $TicketID, TicketObject => $TicketObject, HistoryType => 'SendAutoReply', ! HistoryComment => "Sent auto response to '$GetParam{From}'", From => "$Data{Realname} <$Data{Address}>", Email => $Data{Address}, ! To => $GetParam{From}, RealName => $Data{Realname}, Charset => $Data{Charset}, Subject => $Subject, *************** *** 256,267 **** # do log $LogObject->Log( Message => "Sent auto reply for Ticket [$NewTn] (TicketID=$TicketID, " . ! "ArticleID=$ArticleID) to '$Send_to' " ); } else { # do log ! $LogObject->Log(MSG => "Sent no auto reply for Ticket [$NewTn] ($Send_to) " ); } --- 250,261 ---- # do log $LogObject->Log( Message => "Sent auto reply for Ticket [$NewTn] (TicketID=$TicketID, " . ! "ArticleID=$ArticleID) to '$GetParam{From}' " ); } else { # do log ! $LogObject->Log(MSG => "Sent no auto reply for Ticket [$NewTn] ($GetParam{From}) " ); }

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Logout error
by Bryan Fullerton 14 Oct '02

14 Oct '02

When I logout, I get this error: ===== Software error: Can't read Motd.dtl: No such file or directory at /usr/local/opentrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 186. For help, please send mail to the webmaster (webmaster(a)samurai.com) giving this error message and the time and date of the error. ===== I have a Motd.dtl file in $HOME/Kernel/Output/HTML/Standard - do I need one somewhere else as well? I don't have time to trace down the code right now, but I'll see what I can do early next week if nobody else has time. Thanks! Bryan

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Cronjob /etc/rc.d/otrs cleanup ...
by Hannes Lau 06 Oct '02

06 Oct '02

Hello! After activating the cronjobs i receive the following mail every hour. /bin/sh: /etc/rc.d/otrs: No such file or directory The Subject contains the cronjob: /etc/rc.d/otrs cleanup >> /dev/null I commented the reffering line in the crontab out, the mails stopped and the OTRS kept on working... My Question: What is this line for? Is it relevant in any way? :-) Greetings Hannes Lau

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Is there a way to tie customers to a TT?
by James Gorman 02 Oct '02

02 Oct '02

Hi, I am looking to use OTRS for TT in a network environment and I would like to incorporate some additional info into it ... like tieing a ticket to a customer with and address and and other info. Any pointers would be appreciated James

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Notification Stuff
by Hannes Lau 02 Oct '02

02 Oct '02

Hi there! Is there a possibility to a) Post an eMail to an agent, who subscribed a Queue, when the postmaster dispatches a ticket to it? It works if the ticket is posted into the queue directly, but if its dispatched from the raw-queue my agents wont be informed there's some work to do for them. b) To get a notificatian to an non-ticket-owner-account, if the ticket is unlocked by time-out? Greetings! Hannes Lau

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mkStats.pl
by Andreas Haase 01 Oct '02

01 Oct '02

Hello, here is one suggestion for the script mkStats.pl. If you want to create the statistics for current month, it is ok, when you call the script without any parameters. But if I want the statistics for last month and so on, I have to modify the script. It would be useful, if the script accepts two arguments which specify the year and month or if they aren't there, it uses the actual one. Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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