October 2003 - otrs - OTRS mailing lists

Re: [otrs] Failed OTRS install (Win32)
by otrs＠ian-n.net 26 Oct '03

26 Oct '03

Thanks Robert The change you mentioned in your first email was already in place (as per the docs). Your second change, to specify a log file, means that things have moved on a little and now I get: Software error: Can't load session backend module Kernel::System::AuthSession::IPC! Can't locate IPC/SysV.pm in @INC (@INC contains: d:/otrs/bin/cgi-bin/../../Kernel/cpan-lib d:/otrs/bin/cgi-bin/../.. ../../ d:/otrs/Kernel/cpan-lib d:/otrs/ d:/Perl/lib d:/Perl/site/lib . d:/apache/apache/ d:/apache/apache/lib/perl d:/otrs/bin/cgi-bin/../.. d:/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at d:/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/IPC.pm line 15. BEGIN failed--compilation aborted at d:/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/IPC.pm line 15. Compilation failed in require at (eval 84) line 3. (obviously when I made the log file change you suggested, I put d:\otrs\... not c:\otrs\...) I have read on various Google groups that the two things which commonly give trouble to Apache and Perl on Win32 are (1) apache service being run as LocalSystem, which prevents it seeing files sometimes (not the case here) and (2) bad windows path statement. Here is the path statement, should some OTRS directories feature in it? PATH=D:\Perl\bin;C:\WINNT\system32;C:\WINNT;C:\WINNT\System32\Wbem;C:\Pr ogram Files\ATI Technologies\ATI Control Panel There is no SysV.pm file anywhere in the OTRS or Perl directory trees (and none in the distribution file otrs-1.1.3-01.tar.gz either) if that helps, but there is a D:\Perl\eg\Core\sysvipc directory. Thanks for your help and suggestions ... Regards, Ian Nichol London, England Yahoo Instant Messenger: inichol -----Original Message----- Date: Tue, 21 Oct 2003 22:20:26 +0200 From: "Robert Kehl" <mailinglists(a)robertkehl.de> Subject: Re: [otrs] Failed OTRS install (Win32) To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <038701c39810$c3a31750$0164a8c0(a)intern.roknet.de> Content-Type: text/plain; charset="iso-8859-1" On Tuesday, October 21, 2003 10:17 PM Robert Kehl <mailinglists(a)robertkehl.de> wrote: > $Self->{LogModule} = 'Kernel::System::Log::File'; > $Self->{'LogModule::LogFile'} = '/xampp/otrs/var/log/otrs.log'; Sorry, the above doesn't work. These are the correct settings for Config.pm: $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/otrs/var/log/otrs.log'; It was my cat dancing on the keyboard, you know... ;-) Regards, Robert Kehl ------------------------------

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Re: [otrs] Use of freefields
by Seigafuse, Mike 23 Oct '03

23 Oct '03

I tried this and the field defaults to $Data{"TicketFreeString1";}> Here is what I have in the relevant section of AgentFreeText.dtl: <td><select name="FreeText1"> <option selected value="$Data{"TicketFreeString1";}">$Data{"TicketFreeString1";}></option> <option>Breakfix</option> Thanks, Mike Date: Wed, 22 Oct 2003 23:50:09 +0200 From: "Robert Kehl" <mailinglists(a)robertkehl.de> Subject: Re: [otrs] Use of freefields To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <06a201c398e6$76a5c020$0164a8c0(a)intern.roknet.de> Content-Type: text/plain; charset="iso-8859-1" On Wednesday, October 22, 2003 9:50 PM Seigafuse, Mike <mseigafuse(a)fcg.com> wrote: > One problem I have with this is that the current values for the fields > don't show when you navigate to the screen. I thought I might need to > use the statement below, but I'm obviously doing something wrong. If > someone could point me in the right direction it would be appreciated. > > <tr> > <td>Request Type</td> > <td><input type="text" name="FreeKey1" value="Type" readonly > size="20">:</td> > <td><select name="FreeText1"> <option selected><dtl > ($Data{"TicketFreeString1";})> <td><select name="FreeText1"> <option selected value="$Data{"TicketFreeString1";}">$Data{"TicketFreeString1";} > Mike Robert -- Da geht er, ein großer Spieler. Ein Mann wie Steffi Graf! Jörg Dahlmann (zum Abschied von Lothar Matthäus) ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 3, Issue 40 ***********************************

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RE: [otrs] Attachment filenames with ' cause JavaScript errors
by Covert, Jake 23 Oct '03

23 Oct '03

You should enter a bug report for this. http://bugs.otrs.org/ I'll help the developers keep track of the issues. Jake Covert www.jakecovert.com -----Original Message----- From: Chris Salter [mailto:csalter@educomts.com] Sent: Thursday, October 23, 2003 8:32 AM To: Otrs@Otrs. Org (E-mail) Subject: [otrs] Attachment filenames with ' cause JavaScript errors Hey all, I just noticed that when you've got an attached file with a name that contains an apostrophe, OTRS gives a JavaScript error when you enter the ticket zoom. I'm running 1.1.3 on Win2K, I don't know if you need any other info. Just thought I'd mention it. -- Chris Salter _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Attachment filenames with ' cause JavaScript errors
by Chris Salter 23 Oct '03

23 Oct '03

Hey all, I just noticed that when you've got an attached file with a name that contains an apostrophe, OTRS gives a JavaScript error when you enter the ticket zoom. I'm running 1.1.3 on Win2K, I don't know if you need any other info. Just thought I'd mention it. -- Chris Salter

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Use of freefields
by Seigafuse, Mike 22 Oct '03

22 Oct '03

We would like to use the free fields for request types (breakfix, work order, user help, etc), and the second for request category (UNIX server, Windows server, PC, etc). I have no problem with how to use them as is, but I would rather avoid having our agents have to type the key in all the time (type for 1 and category for 2). It looks like a change to AgentText.dtl such as listed below would do the trick, are there any problems with this method? <form action="$Env{"CGIHandle"}" method="post"> <input type="hidden" name="Action" value="AgentFreeText"> <input type="hidden" name="Subaction" value="Update"> <input type="hidden" name="TicketID" value="$Data{"TicketID"}"> <table border="0"> <tr> <td width="20"></td> <td>$Text{"Key"}:</td> <td>$Text{"Value"}</td> </tr> <tr> <td>Request Type</td> # - Note - I'd actually like to delete this line <td><input type="text" name="FreeKey1" value="Type" readonly size="20">:</td> <td><select name="FreeText1"> <option selected>(Choose One) <option>Breakfix <option>Work Order <option>User Help <option>Project </select> </td> </tr> <tr> <td>Category</td> # - Note - I'd actually like to delete this line <td><input type="text" name="FreeKey2" value="Category" readonly size="20">:</td> <td><select name="FreeText2"> <option selected>(Choose One) <option>Blackberry <option>Database <option>Email <option>Empire Time <option>File Restore <option>Flexi <option>General Information <option>KITE <option>Laptop <option>Network <option>Other <option>PC Hardware <option>PC Software <option>Peoplesoft <option>Printer Support <option>Remote Access <option>Security Windows Server <option>Security UNIX Server <option>Siebel <option>Telecom <option>Training <option>UNIX Server <option>User Modify/Password Reset <option>Virus <option>Windows Server </select> </td> </tr> </table> <br> <input class="button" type="submit" value="$Text{"update"}"> </form> One problem I have with this is that the current values for the fields don't show when you navigate to the screen. I thought I might need to use the statement below, but I'm obviously doing something wrong. If someone could point me in the right direction it would be appreciated. <tr> <td>Request Type</td> <td><input type="text" name="FreeKey1" value="Type" readonly size="20">:</td > <td><select name="FreeText1"> <option selected><dtl ($Data{"TicketFreeString1";})> # <td><select name="FreeText1"> <option selected>(Choose One) <option>Breakfix <option>Work Order <option>User Help <option>Project </select> </td> </tr> The next step would be adding these fields to the Status section of the AgentZoom.dtl and somewhere on the PhoneView screen so that the agents don't have to navigate to the free fields screen to set them (because they WILL forget). I'm not sure what I would need to change as far as the form actions to make that work or if this is even possible, so any feedback on this would be appreciated as well. Thanks, we recently went live with OTRS and it is working very well for us! Mike

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RE: [otrs] "Email to big"
by Lars Monsees 22 Oct '03

22 Oct '03

Hello Wes, this should be in Config.pm If it doesn´t exist, copy it from Defauls.pm (never edit Defauls.pm) Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Wes Plate > Sent: Wednesday, October 22, 2003 5:07 PM > To: otrs(a)otrs.org > Subject: [otrs] "Email to big" > > > > I have this error: > > > ERROR: OTRS-PM3-1 Perl: 5.8.0 OS: linux Time: Wed Oct 22 > 07:58:53 2003 > > > > Message: Can't fetch email 3 from support(a)domain.com. > Email to big > > (7514 KB - max 6144 KB)! > > > > Traceback (10444): > > Module: main::FetchMail (v1.9.2.2) Line: 153 > > Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 > > Where do I change the setting for the max size of an email? > > > -- > Wes Plate > Automatic Duck, Inc. > http://www.wesplate.com > http://www.automaticduck.com > > _______________________________________________ > 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 > Support oder Consulting f|r Ihr OTRS System? > => http://www.otrs.de/ >

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"Email to big"
by Wes Plate 22 Oct '03

22 Oct '03

I have this error: > ERROR: OTRS-PM3-1 Perl: 5.8.0 OS: linux Time: Wed Oct 22 07:58:53 2003 > > Message: Can't fetch email 3 from support(a)domain.com. Email to big > (7514 KB - max 6144 KB)! > > Traceback (10444): > Module: main::FetchMail (v1.9.2.2) Line: 153 > Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 Where do I change the setting for the max size of an email? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Re: [otrs] What is Closed Unsuccessful
by Dennis.Buehring＠net-and-works.de 22 Oct '03

22 Oct '03

Maybe someone creates a ticket because his computer crashes every monday at 8.00 pm, but no one can find the cause. At some point you are not longer willing to spend time for bug-research ( time is money ???) You would decide to buy a new computer for that guy and close his ticket as 'Closed Unsuccessful' <- thats 'The OTRS-X-Files' :) mfg Dennis (got a headache, not responsible for anything... )

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What is Closed Unsuccessful
by Wes Plate 22 Oct '03

22 Oct '03

What is Closed Unsuccessful? I've always wondered. :-) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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generating report of standard responses for tickets
by Billy L. Williams, Jr. 22 Oct '03

22 Oct '03

Hello there, We are very happy users of OTRS, but we would like to build a report that shows us how popular our "standard responses" are. We are capable of writing SQL queries to get the data out, but I don't see anywhere where we can get the standard response ID that was used to generate a particular email. Does anybody know if this data exists in the database somewhere already, or should I go ahead and patch OTRS itself to store the responseID on the "article" or "ticket" tables? Thanks! Billy

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