December 2002 - otrs - OTRS mailing lists

Stats error
by Horna, Thomas 09 Dec '02

09 Dec '02

Hi, I have strange Problem. When I run mkstats.pl everything seems fine... but when I click on Stats, I can´t get picture. When I click on Picture link I receive these strange error in Browser: ------ Software error: Can't locate Date/Format.pm in @INC (@INC contains: /usr/opt/OpenTRS/bin/cgi-bin/../.. /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503) at /usr/local/lib/perl5/site_perl/5.005/Mail/Field/Date.pm line 14. Please send mail to this site's webmaster for help. Content-type: text/html Software error: [Mon Dec 9 00:00:12 2002] Format.pm: Can't locate Date/Format.pm in @INC (@INC contains: /usr/opt/OpenTRS/bin/cgi-bin/../.. /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503) at /usr/local/lib/perl5/site_perl/5.005/Mail/Field/Date.pm line 14. BEGIN failed--compilation aborted at /usr/local/lib/perl5/site_perl/5.005/Mail/Field/Date.pm line 14. Please send mail to this site's webmaster for help. Content-Type: image ?PNG IHDRô^3^-¦ó "/ ì 'ë-çh\b×Ø iM~@?7¦þ[Ð>&Þ+ßÿ5ö½ûÛÎ"ÿ,@-Ñw=ü÷ä" }<ÿ'µ÷ÐùÆvî´K/Á'EUR7¾oXþ'úÇß6t?,8[·Ëùî'Üm^(ïvÊäeýã)wnQ«ÑáìïDz¹ ~æD N~OZ[Ê&Ö_N¹-³MÄmïº5½JãGZa[£]GW>ÿy¿ø®Éf°¯ÕÄkâëçE°*¿Ö/þ`ç}kïfWËÞø S§Zû×°³×°wäð0Ç7L?@" ó|h¤zïbpøûzqfpDh-êØ6çä®¤½:#Õå.ißw}n ¤,'3Õ«,ßw"ÿUÛkæû" ôÚ'ONùQù®ùÛå÷?zyÏcæ}nOEhZÔ¸i"WüÇ>Ð0ó4ôù¤®Ù¨øsLB\6 ó> Z±ç£2ÍoeSzlOEÕ/f<ÀEUR6¯G+ÕRx¥ÉÍÿ¤;vaö'ÆÝ70X" {"ãÆlY½"Ý¸> qÃDJÉÒ£FÛ:':r)Q"ÆY/&cïw*"áâl`m×nY0×¦'ö~cïw"÷cÀøØsU³s¿oµDÚµ~äm Ö VMoe¼êåFCc¹_"ês>ç¥ü®Ï_-#íå}ïæíÆVÎm³Z.?_Y©HáyÌ|òsþ¬+(tm) Ò6 ¨ì4§r"zÜ¬>ä>~5E<>42å*ÌÁ?Ó-'ï»Yq× O[-va*^¯"YÇàî¶¦¡Å m¹w){odû½ç`\n6ûâëdä*ÚNºñ¬¨3;^«Å}qêÃOE"Ißíjòµf5RHK¨mcwaJÔ"Í+ó'~O®ÆÔ:{"t ×í,Z~árK6J¹÷ A¢'oð]a%þìÊýª*áZos,ÙõÎÔÊ¢?Ýge×u8*×fr÷Szð~_ù¾¬'~m'äÚ,aõÎS?õ½5-4(²(KÂ½5j;¶ EAoú"fÈ|æ?lP"&-®M(v9*ôµyßÔ$ ðö"n§¹GZ`ö'70±É'·]y-(tm)pr@UúuGÒzGR;c1U|~rõM>WHùnzè¯G"ßí*2¨B½>(tm)sa ª-tLf6Kì¬òfD>ÆZmÅµ4zk/~Îð½YÝîF¶Çlìf´^at&g§íy êOdWó½oÚÜ7f»^QÆ*!!êH½Ï]ßoeÆFÔ¤À5D" ÿþþ@ìMÄ#O_ZAÔßJ öþ+êð¥ª¹*N^_ìb ÌÉ¯¨Ë×¢~´Oÿhn¨- _ÛÏÕ®.öðÅ½Ë?zU¨-=çó×«...Û*©<= ýµÜ¼jºÜ'¬¨ëýY×õEõóbË`®û¹ÁJ6/ò Ý5 s>^øÜD®3hû q"¥+foe"êR`!ßÈt|&-6"á9"Ïöæ°IÎ-C#'i HõEUR Ø' ÁÝtóS5óQlýÆ"oe;ä=±¦òa?âÃ¸y±K6:Às?"!·rU}óàt,åXãNÇ¼¢ü2£Ö5Mn(tm)¿]Êæ¾ ùZ°Y(á[Ý×;¿Î(»}µHUY<½¿ ?e0êâ#``\~>(tm)/é÷óâ3Rú£>*j¤HkrE*´ ........ and so on and so on.... what can this be? regards, Thomas W. Horna

2 1

AW: [otrs] Internal server error at Agent compose 'empty answer'
by Horna, Thomas 09 Dec '02

09 Dec '02

Hi, I hope I can help with this info: If You want to know (for sure) which modules are installed, then use pmtools. Here is short description what they can: ---- The pmtools suite written by Tom Christiansen to help navigate and manage Perl module installations. You can obtain them at http://language.perl.com/misc/pmtools-1.00.tar.gz.

1 0

No autoresponse and notify mails
by Diego Fernandez 09 Dec '02

09 Dec '02

Hi, I want to have notifications of new tickets to Agents. ... > Mon, 24 Jun 2002 13:55:05 +0200 > Notify mails (to the agents - new ticket/got follow up): > * Only "custom queues" will get notifications what are "custom queues"? > * Check if the agent enabled notifications (AgentView::Preferences of > AdminView::User) > * If a new ticket is in a users "custom queue" but the user got no notification, > check the /var/log/messages and /var/log/mail

2 1

Ticket Status
by James Jeffrey 09 Dec '02

09 Dec '02

Hello, Sorry if this is a dumb question. What is the Ticket Status used for and how cna I change it? regards, James Jeffrey Senior Hosting Engineer TechnoPhobia Limited Phone: +44 (0)114 2212123 Fax: +44 (0)114 2212124 Email: james(a)technophobia.co.uk WWW: http://www.technophobia.com Registered in England and Wales Company No. 3063669 VAT registration No. 598 7858 42 Specialists in e-business technologies and consultancy. Please view our website for further information. Alert to all our customers: Are you aware that your website may not meet Accessibility guidelines and your company could be prosecuted as a consequence. For further information call us on: 0114 2212123 The contents of this e-mail are confidential to the addressee and are intended solely for the recipients use. If you are not the addressee, you have received this e-mail in error. Any disclosure, copying, distribution or action taken in reliance on it is prohibited and may be unlawful. Any opinions expressed in this e-mail are those of the author personally and not TechnoPhobia Limited who do not accept responsibility for the contents of the message. All e-mail communications, in and out of TechnoPhobia, are recorded for monitoring purposes.

2 5

problems with ldap auth
by Wiktor Wodecki 05 Dec '02

05 Dec '02

Hello, I'm trying to use an ldap directory for authentication. It seems to auth me correctly (I fiddled around a bit to see if it really does), however I cannot log in. This is what the otrs writes into the logfile: Nov 29 13:58:15 mail1 OTRS-CGI[25572]: [Notice][Kernel::System::Auth::LDAP::Auth] User: wwodecki logged in (REMOTE_ADDR: 192.168.154.150). Nov 29 13:58:15 mail1 OTRS-CGI[25572]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'wwodecki'!!! -- Regards, Wiktor Wodecki

3 8

Problem to generate Spanish Translation
by Diego Fernandez 05 Dec '02

05 Dec '02

Sorry about the delay, I got married fifteen days ago. > Date: Thu, 14 Nov 2002 17:31:01 +0100 > From: Martin Edenhofer <martin(a)edenhofer.de> > To: otrs(a)otrs.org > Subject: Re: [otrs] (no subject) > Reply-To: otrs(a)otrs.org > > Hi Diego, > > On Thu, Nov 14, 2002 at 10:17:47AM -0300, Diego Fernandez wrote: > > > If you want to translate OpenTRS in a new language, you have to do five > > steps: Take the current German translation (German.pm) from CVS ( > > http://otrs.org/cgi-bin/cvsweb.cgi/otrs/Kernel/Language/) and translate > > each line. Change the package name (z. g. "package > > Kernel::Language::German;" to "package Kernel::Language::French;") and > > translate the words. Add the new translation file to Kernel/Language.pm (e. > > g. use Kernel::Language::French;) around line 20. Add the new language > > translation to the system via the admin interface (AdminArea ->> Language). > > If you use mod_perl, restart your webserver and you will have the new > > language. Send the new translation file to feedback at otrs.org - > > > > but i can't put it to work. > > > > The last step i tried was to put the exactly German.pm named as Spanish.pm > > and it didn't take it, just show everything in English. I restart the > > webserver because I have mod_perl, but nothing happened. > > Do you have a "Spanish" selection in the agent preferences -> frontend > language (you need "Spanish")? > > If yes and you get just the english language, check in > Kernel/Language.pm and Kernel/Language/Spanish.pm if > "Kernel::Language::Spanish" is written correctly. I have written it wrong. That was the problem. > > If it's still not working, check the OTRS-Log (e. g. /var/log/messages). > > Is there an error? > > If you can't find the error, send me your translation file and I'll > check this. I just have some words translated from the german.pm for testing how it works. When I finish it, I'll send it to you. > > > Diego. > > Martin > Thanks Diego.

2 1

RE: [otrs] Internal server error at Agent compose 'empty answer'
by Matt Kirk 05 Dec '02

05 Dec '02

This shouldn't be a problem. Cobalt user management may add new groups, but I don't think it will modify existing ones. It is worth testing however. -- Matt Kirk - mkirk(a)sonic.net Sonic.net, Inc. Business Development Manager 2260 Apollo Way 707.522.1000 x244 (Voice) Santa Rosa, CA 95407 707.547.2199 (Fax) http://www.sonic.net/ > -----Original Message----- > From: murahashi [mailto:murahashi@ayayu.com] > Sent: Wednesday, December 04, 2002 9:52 PM > To: otrs(a)otrs.org > Subject: Re: [otrs] Internal server error at Agent compose 'empty > answer' > > > Hi, > I changed otrs group to httpd and execute SetPermissions.sh . Fine! > My system is packaged linux server. It is hard to change > /etc/group because > the system provides user account maintenance application. > Actually I edited > /etc/group. So otrs's group defenition may be lost after user > maintenance. > Is it problem in the future? > Thnak you. > Murahashi > > > When agent compose 'empty answer' , Internal server error > has occured. > > > It seems permission error. But the answer was sent to > customer without > an > > > error. > > > > > > Below errors are in httpd/error. > > > > > > [Wed Dec 4 11:41:00 2002] index.pl: Constant subroutine > __need___va_list > > > [...] > > > mkdir > /home/sites/otrs.kidanet.com/OpenTRS/var/article/2002/12/4/23: > > > Permission denied at > > > > /home/sites/site14/OpenTRS/bin/cgi-bin/../../Kernel/System/Tic > ket/Article.pm > > > line 250 > > > [...] > > > > Ja, it's a permission problem. > > > > You have two possibilities to fix this. > > > > a) File Permissions (check the following): > > - Is it possible to change the webserver user to otrs user? > > * If yes, fixed. > > - If not, add the otrs user to the webservers users group > > ("usermod -G <otrsusersgroup> otrs") > > - Execute "$OTRS_HOME/bin/SetPermissions.sh <OTRS_HOME> > <OTRS_USER> > <WEBSERVER_USER> <OTRS_GROUP> <WEB_GROUP>" > > * Everything should work fine. > > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

2 1

[PATCH] view customer data on ticket
by Wiktor Wodecki 05 Dec '02

05 Dec '02

Hello, You can assign a ticket to a customer. However in the queue view you can click on the customers number. I'd like to see information about the customer, and rather not a customer login prompt. I don't know, what are you thinking? Discussion welcome :-) PS: I know this is only a first hack and the output page isn't very pretty (because I didn't look at the dtl thingy yet) -- Regards, Wiktor Wodecki

1 0

Internal server error at Agent compose 'empty answer'
by murahashi 05 Dec '02

05 Dec '02

Hi list, When agent compose 'empty answer' , Internal server error has occured. It seems permission error. But the answer was sent to customer without an error. Below errors are in httpd/error. [Wed Dec 4 11:41:00 2002] index.pl: Constant subroutine __need___va_list undefined at /usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9. [Wed Dec 4 11:41:00 2002] index.pl: Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. [Wed Dec 4 11:41:00 2002] index.pl: Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. mkdir /home/sites/otrs.kidanet.com/OpenTRS/var/article/2002/12/4/23: Permission denied at /home/sites/site14/OpenTRS/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm line 250 [Wed Dec 4 11:41:01 2002] [error] [client 211.124.7.107] Premature end of script headers: /home/sites/otrs.kidanet.com/OpenTRS/bin/cgi-bin/index.pl OTRS 0.5 BETA8 This is perl, version 5.005_03 built for i386-linux Any suggestion? Murahashi

2 2

RE: [otrs] Internal server error at Agent compose 'empty answer'
by Matt Kirk 04 Dec '02

04 Dec '02

Great feature! I dislike using group permissions on web server users. I'll try this over the weekend too. -- Matt Kirk - mkirk(a)sonic.net Sonic.net, Inc. Business Development Manager 2260 Apollo Way 707.522.1000 x244 (Voice) Santa Rosa, CA 95407 707.547.2199 (Fax) http://www.sonic.net/ > -----Original Message----- > From: Martin Edenhofer [mailto:martin@edenhofer.de] > Sent: Wednesday, December 04, 2002 2:27 AM > To: otrs(a)otrs.org > Subject: Re: [otrs] Internal server error at Agent compose 'empty > answer' > > > Hi, > > On Wed, Dec 04, 2002 at 12:35:52PM +0900, murahashi wrote: > > When agent compose 'empty answer' , Internal server error > has occured. > > It seems permission error. But the answer was sent to > customer without an > > error. > > > > Below errors are in httpd/error. > > > > [Wed Dec 4 11:41:00 2002] index.pl: Constant subroutine > __need___va_list > > [...] > > mkdir /home/sites/otrs.kidanet.com/OpenTRS/var/article/2002/12/4/23: > > Permission denied at > > > /home/sites/site14/OpenTRS/bin/cgi-bin/../../Kernel/System/Tic > ket/Article.pm > > line 250 > > [...] > > Ja, it's a permission problem. > > You have two possibilities to fix this. > > a) File Permissions (check the following): > - Is it possible to change the webserver user to otrs user? > * If yes, fixed. > - If not, add the otrs user to the webservers users group > ("usermod -G <otrsusersgroup> otrs") > - Execute "$OTRS_HOME/bin/SetPermissions.sh <OTRS_HOME> > <OTRS_USER> <WEBSERVER_USER> <OTRS_GROUP> <WEB_GROUP>" > * Everything should work fine. > > b) Store the plain_article/attachments in database instead of > filesystem > We added this feature because many people have problems > with the file > permission if the webserver user isn't the otrs user. You > need to update > the following files from CVS: > > Kernel/System/Ticket.pm > Kernel/System/Ticket/Article.pm > Kernel/System/Ticket/History.pm > Kernel/System/PostMaster/LoopProtection.pm > Kernel/System/PostMaster/LoopProtection/DB.pm > Kernel/System/PostMaster/LoopProtection/FS.pm > > Kernel/Modules/AgentZoom.pm > Kernel/Modules/CustomerZoom.pm > > scripts/DBUpdate.mysql.sql (or scripts/DBUpdate.postgresql.sql) > > Update the database changes with "cat > scripts/DBUpdate.mysql.sql | mysql -p -f -u root otrs" > > And add > [...] > # Storage for plain email [fs|db] > $Self->{ArticlePlainStorage} = 'db'; > > # Storage for attachments [fs|db] > $Self->{ArticleAttachmentStorage} = 'db'; > [...] > to your Kernel/Config.pm > > Restart your webserver and everything should work fine. > > PS: You should also use "bin/SetPermissions.sh <OTRS_HOME> > <OTRS_USER> <WEBSERVER_USER> <OTRS_GROUP> <WEB_GROUP>" anyway. > > > Murahashi > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0