January 2003 - otrs - OTRS mailing lists

OTRS 1.0 RC2 Seg.-Fault beim Apache-Start
by Joerg Frings-Fuerst 23 Jan '03

23 Jan '03

Hallo, ich habe mir gerade OTRS 1.0 RC2 als SuSE-rpm gezogen und auf ein frisch installiertes System installiert. Ein Problem : Apache stürzt beim starten mit einem Seg-Fault ab. In keinem Log steht etwas darüber. Wenn ich die apache-httpd.include.conf auskommentiere ist es wieder ok. Zum Testen habe ich mal das Perlrequire-Statement rausgenommen; dann gibts zumindest keinen Seg-Fault mehr. Zur Fehlersuche habe ich mal versucht einzelne use-Klauseln in der Datei apache-perl-startup.pl auszukommentieren : immer wieder Seg-Fault :-(( Irgendeine Idee waran es liegen könnte ? Jörg -- Jörg Frings-Fürst 54526 Landscheid http://www.fixundfoxi.dyndns.info -- Registered Linux User # 280687 ICQ 170365098 GPG Key ID : 9E5F BE06 E208 BAA3

2 1

Install Problem on FreeBSD 4.7
by OTRS 22 Jan '03

22 Jan '03

Can anyone help us out because I have no idea what this means.. We are running FreeBSD 4.7-RELEASE with OTRS 1.0.0 RC2 and everything seems to install okay using the web installer http://192.168.175.117/otrs/bin/cgi-bin/instaler.pl. But when it completes and says you may login to http://192.168.175.117/otrs/bin/cgi-bin/index.pl we get this error. Error: Access denied for user: 'otrs@localhost' (Using password: YES) Comment: Please contact your admin # Bug Report: Click here to report a bug! # Handle: /usr/local/psa/lib/perl5/site_perl/5.005/i386-freebsd/Apache/Registry.pm # Frontend Subfunction: Apache::ROOT192_2e168_2e175_2e117::otrs::bin::cgi_2dbin::index_2epl::handler (v 1.49) # Frontend Line: 123 # Backend Subfunction: Kernel::System::DB::new (v 1.22) # Backend Line: 55 # Backend BackendMessage: Access denied for user: 'otrs@localhost' (Using password: YES) And this is what I'm seeing on the console.. Jan 21 10:56:37 ticket-srv OTRS-CGI-10[1307]: [Error][Kernel::System::DB::new][Line:55]: Access denied for user: 'otrs@localhost' (Using password: YES) Thanks -Brian

3 9

Error in DBUpdate-to-1.0.mysql.sql of RC2
by Andreas Haase 20 Jan '03

20 Jan '03

Hello, in file DBUpdate-to-1.0.mysql.sql there is an sql error in the alter statement beginning in line 100. ALTER TABLE charset MODIFY name VARCHAR (200) NOT NULL, charset VARCHAR (50) NOT NULL, comment VARCHAR (250) ; should be ALTER TABLE charset MODIFY name VARCHAR (200) NOT NULL, MODIFY charset VARCHAR (50) NOT NULL, MODIFY comment VARCHAR (250) ; Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 1

More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 20 Jan '03

20 Jan '03

In addition to my original message below, when I do the rcapache I get the following: linux:/home/afy/tmp # rcapache restart Shutting down httpd done Starting httpd [ Mailman PERL PHP4]/usr/sbin/rcapache: line 206: 9114 Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf $MODULES >> /var/log/httpd/rcapache.log 2>&1 Syntax OK failed Any Ideas on this and the problem restated below. I am sure I must be doing something wrong. I did do the SuSEConfig first. Thanks, Alan Yorinks First Message: I just installed SuSE 8.1, and tried to install OTRS RC1.0 RPM and get the following message: Exception in ../SRC/services.c, line 299 concerning file not opened Here is what I did to install the RPM: linux:/home/afy/tmp # rpm -ivh otrs-1.0.0-RC1.i*.rpm otrs ################################################## Check OTRS user (/etc/passwd)... otrs exists. SetPermissions.sh <$Revision: 1.15 $> - set OTRS file permissions Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R 0:0 /opt/otrs chown otrs:nogroup /opt/otrs chown otrs:nogroup /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown otrs:nogroup /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown -R otrs:nogroup /opt/otrs/var/ chown -R wwwrun:nogroup /opt/otrs/var/sessions/ chown otrs:nogroup /opt/otrs/var/log/TicketCounter.log chmod -R 755 /opt/otrs/bin/ (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig Exception in ../SRC/services.c, line 299 concerning file not opened Thanks, Alan Yorinks _________________________________________________________________ The new MSN 8: smart spam protection and 2 months FREE* http://join.msn.com/?page=features/junkmail

3 2

OTRS 1.0 RC2!
by Martin Edenhofer 19 Jan '03

19 Jan '03

Hi, this is the second release candidate of OTRS 1.0. Changes: ======== * fixed AgentPhone bug of Time() in subject - Time(DateFormatLong) was shown * added spanisch translation! Thanks to Jorge Becerra! * updated french translation! Thanks to Nicolas Goralski! * updated finnish translation! Thanks to Antti Kämäräinen! * fixed bug 59 (Bug in SELECT statement on empty search form) - http://bugs.otrs.org/show_bug.cgi?id=59 * fixed bug 61 (ArticleStorageInit error ) - http://bugs.otrs.org/show_bug.cgi?id=61 * fixed bug 62 (not working command line utilitity) - http://bugs.otrs.org/show_bug.cgi?id=62 * fixed bug 68 on FreeBSD 4.7 (trying to "compose email" from the agent interface) - http://bugs.otrs.org/show_bug.cgi?id=68 * fixed typos "preferneces != preferences typo" http://lists.otrs.org/pipermail/dev/2003-January/000074.html Thanks to Wiktor Wodecki! * added CheckMXRecord option to webinstaller * added bin/otrs.checkModules to check installed and required cpan modules * small bugfixes Change log: =========== http://otrs.org/cgi-bin/cvsweb.cgi/otrs/CHANGES?rev=1.53&content-type=text/… The OTRS 1.0 RC2 release can be downloaded from the following locations: ========================================================================= ftp://ftp.otrs.org/pub/otrs/ MD5 message digest (128-bit) 72680a60a0686827aa7f40fe728407ae RPMS/suse/7.3/otrs-1.0.0-RC2.i386.rpm 1a011dcd0a1c65339ba8c71e54cba4fa RPMS/suse/8.x/otrs-1.0.0-RC2.i386.rpm 0f4f114bc21eb1b3838db6748ff4f0bb RPMS/redhat/7.x/otrs-1.0.0-RC2.i386.rpm eafc47af8275b709d2d519c632ac2239 SRPMS/suse/7.3/otrs-1.0.0-RC2.src.rpm c18bf86274a164e88f5263b4c346cb6e SRPMS/suse/8.x/otrs-1.0.0-RC2.src.rpm 3df3b9de150bcca32936467192768fa9 SRPMS/redhat/7.x/otrs-1.0.0-RC2.src.rpm d85b99d83da1701d15ae4523c9b92000 otrs-1.0.0-RC2.tar.gz 0dc78c04093714db8fa6d1e5587d2d01 otrs-1.0.0-RC2.tar.bz2 Upgrading from 0.5 to 1.0: ========================== Read the UPGRADING and INSTALL files. New: OTRS on win32: =================== Thanks to Robert Kehl for the OTRS on win32 documentation (http://docu.otrs.org/) There is also a german and english version available at http://www.robertkehl.de/otrs. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl

1 0

AW: [otrs] Error after Update to RC1
by Ralph Müller 19 Jan '03

19 Jan '03

Hello, thanks, everything works fine. But now I have an other question. If I set the status of a ticket to 'Pending reminder' and I go to the view 'Locked tickets', there I can select between 'All', 'Open', 'New', 'Pending' and 'Reminder'. Assume I only have one open ticket with the status 'Pending remider'. I would expect to see the ticket only in the view 'Pending' or 'All'. But if I go to the 'Open', I also see my ticket there even though in the parentheses behind 'Open' stands a 0. Is that the intended behaviour? Best regards Ralph -----Ursprüngliche Nachricht----- Von: Robert Kehl [mailto:robertkehl@robertkehl.de] Gesendet: Montag, 13. Januar 2003 17:23 An: otrs(a)otrs.org Betreff: AW: [otrs] Error after Update to RC1 You have to use a FQDN (Full Qualified Domain Name) in your Personal Account settings. You can set these here: http://localhost/otrs/index.pl?Action=AdminUser <http://localhost/otrs/index.pl?Action=AdminUser> , located under http://localhost/otrs/index.pl?Action=Admin <http://localhost/otrs/index.pl?Action=Admin> . Let us know if it works. Rob -----Ursprüngliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Ralph Müller Gesendet: Montag, 13. Januar 2003 14:11 An: 'otrs(a)otrs.org' Betreff: [otrs] Error after Update to RC1 Hello, the perl version used is v5.6.1 built for i586-linux. I work on a SuSe 7.3 installation. With the new Agent.pm the error does not appear anymore, but the mail is not sent. Instead I keep staying in the 'Create answer' view. When I look at the 'From' field, there stands otrs@localhost, followed by '* invalid OTRS System <otrs@localhost> (fqdn)'!. When I set the option $Self->{CheckEmailAddresses} to '0', everything works well. The full qualified domain name in Config.pm is set correctly (as well as in Defaults.pm). The autoresponse to an incoming mail uses the right from-address (otrs@<fqdn>). Where can I change the 'From'-address used for answers? Thanks in advance Bye Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [ mailto:martin@edenhofer.de <mailto:martin@edenhofer.de> ] Gesendet: Freitag, 10. Januar 2003 18:42 An: otrs(a)otrs.org Betreff: Re: [otrs] Error after Update to RC1 Hi Ralph, On Fri, Jan 10, 2003 at 02:00:20PM +0100, Ralph M?ller wrote: > I just updated from beta8 to RC1. Every thing seems to work well. I can open > new tickets and an autoresponse is sent back to the sender. But if I try to > answer the ticket, I get the following error: > Can't use an undefined value as a HASH reference at > /opt/otrs//Kernel/Output/HTML/Agent.pm line 1138. I can't reproduce this error with my perl versions. Anyway, try the current Kernel/Output/HTML/Agent.pm (1.77) from CVS ( http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/Output/HTML/Agent. pm?rev=1.77 <http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/Output/HTML/Agent .pm?rev=1.77&content-type=text/plain> &content-type=text/plain ) Is it working now? Which perl version do you use? > Bye > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.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/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

2 1

Re: [otrs] More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 18 Jan '03

18 Jan '03

Martin, I am not sure of the etiquette of this board, so I replied to otrs(a)otrs.org, but just in case you didn't see it, I don't think you actually have a problem. Apparently, when I initially installed SuSE, I also installed an older version of OTRS by accident. So just to check everything out, I reinstalled SuSE making sure that OTRS was not installed, and now all is fine. Sorry about the confusion. I am evaluating OTRS for a small company that is in desperate need of this package and wanted to make sure that the install instructions worked without a hitch. Thanks for the prompt reply. Alan Yorinks >From: Martin Edenhofer <martin(a)edenhofer.de> >Reply-To: otrs(a)otrs.org >To: otrs(a)otrs.org >Subject: Re: [otrs] More: RC1.0/Suse 8.1 Install Problem >Date: Tue, 14 Jan 2003 20:47:40 +0100 > >Hi Alan, > >On Tue, Jan 14, 2003 at 12:59:38AM -0500, Alan Yorinks wrote: > > In addition to my original message below, when I do the rcapache I get >the > > following: > > > > linux:/home/afy/tmp # rcapache restart > > Shutting down httpd > > done > > Starting httpd [ Mailman PERL PHP4]/usr/sbin/rcapache: line 206: 9114 > > Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf > > $MODULES >> /var/log/httpd/rcapache.log 2>&1 > > > > Syntax OK > > failed > > > > Any Ideas on this and the problem restated below. I am sure I must be >doing > > something wrong. I did do the SuSEConfig first. > > [...] > >I think this is my mistake. I added to >/opt/otrs/scripts/apache-httpd.include.conf >a Perlrequire line. I think this is the wrong place. Change it to: > >[...] ># load all otrs modules >#Perlrequire /opt/otrs/scripts/apache-perl-startup.pl >[...] > >restart the webserver and it should work. I fix it for RC2. > > > Thanks, > > Alan Yorinks > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ >-- >"There are two major products that come out of Berkeley: LSD and Unix. >We don't believe this to be a coincidence." -- Jeremy S. Anderson > >_______________________________________________ >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 _________________________________________________________________ MSN 8 with e-mail virus protection service: 2 months FREE* http://join.msn.com/?page=features/virus

3 2

Zooming in
by otrs＠ignore.mine.nu 18 Jan '03

18 Jan '03

Hello! A user question this time :) I've been using 1.0rc1 sinds last tuesday. Wednesday the company I work for had a huge networking problem that caused issues for most of our customers. Talk about grand timing: OTRS saved my ass big time :) :) So thanks for that. I do have one question/issue: When 'zooming' a ticket I would really like to see all the notes (internal+external) all at once, withouth having to click on each individual 'agent (note-internal)'-link. Is this a configurable option, or does it require some recoding? Thanks in advance, -- .''`. | Martin <otrs(a)ignore.mine.nu> : :' : | `. `' | `-

2 2

Another question
by Brian Palmer 15 Jan '03

15 Jan '03

I updated to RC1, (finally) tested the extra escaltion functionality in GenericAgent.pm and it's just what I want. Thanks Martin. Now I have another question. I can input new status definitions in the Admin area without problems, that works great. Is there anywhere that I can limit the valid status defs by queue? Say I want just 'closed successful', and 'closed unsuccessful' for one queue, but I want 'closed successful', 'closed unsuccessful' and 'training issue' for another queue, and maybe another set entirely for a third queue? Regards Brian Palmer "If stupidity got us into this mess, why can't it get us out?" - Will Rogers

3 2

More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 15 Jan '03

15 Jan '03

Martin, Thanks very much for the quick reply. I don't think there is actually a problem. I did not realize, but I had installed an earlier version of OTRS when I installed SuSE. So just to make sure, I reinstalled SuSE (making sure OTRS was not installed), and installed RC1.0, and the problems went away. Sorry about that. Alan Yorink _________________________________________________________________ MSN 8 with e-mail virus protection service: 2 months FREE* http://join.msn.com/?page=features/virus

1 0