December 2003 - otrs - OTRS mailing lists

Re: [otrs] SuSE 9.0 and OTRS RPM Install Failure
by Paul Rhein 16 Dec '03

16 Dec '03

Hi Mark Is it a installation from scrtach you're dealing with ? Can you uninstall all and start with OTRS (no apache at all on the box) ? If so, I would try that. hth -p. "L. Mark Stone" <LMStone(a)RNoME.com>@otrs.org on 16-12-2003 14:29:52 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: Re: [otrs] SuSE 9.0 and OTRS RPM Install Failure Paul, The installation is on a Compaq 6400r, with twin Xeons and an SMP kernel as well. The error is when running the OTRS RPM--it complains it wants Apache and mod_perl. It doesn't see that Apache2 is already installed. On Tue, 2003-12-16 at 04:10, Paul Rhein wrote: > Hi, > > We have SuSE 9.0 (or should I say Novell :-)) with apache2 and mod_perl on > COMPAQ 2 way (snmp kernel). > Works fine as usual with OTRS. > > We did not have problems during installation just out of the box. > > kr > > Paul > > > > > > > > "L. Mark Stone" <LMStone(a)RNoME.com>@otrs.org on 16-12-2003 02:50:53 > > Please respond to "User questions and discussions about OTRS." > <otrs(a)otrs.org> > > Sent by: otrs-bounces(a)otrs.org > > > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > cc: > > Subject: [otrs] SuSE 9.0 and OTRS RPM Install Failure > > > We just rebuilt our internal OTRS server with SuSE 9.0, which installs > Apache2 by default. > > When we went to install the 1.1.3 OTRS rpm, we got an error regarding > two missing dependencies for apache and mod_perl. > > Since we have Apache2 installed, and all of the perl stuff for it, can > we safely install the OTRS rpm with "nodeps" (or should we build > from source)? > > Perhaps the better first question to ask is if OTRS will run on Apache2! > > Thanks! > Mark > > -- > ______________________________________________________________ > L. Mark Stone > President > Reliable Networks of Maine, LLC > 477 Congress Street, 5th Floor > Portland, ME 04107 > > Tel: (207) 772-5678 > Cell: (917) 597-2057 > Email: LMStone(a)RNoME.com > Web: http://www.RNoME.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 für Ihr OTRS System? > => http://www.otrs.de/ > > > > > _______________________________________________ > 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/ -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.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 für Ihr OTRS System? => http://www.otrs.de/

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Re: [otrs] SuSE 9.0 and OTRS RPM Install Failure
by Paul Rhein 16 Dec '03

16 Dec '03

Hi, We have SuSE 9.0 (or should I say Novell :-)) with apache2 and mod_perl on COMPAQ 2 way (snmp kernel). Works fine as usual with OTRS. We did not have problems during installation just out of the box. kr Paul "L. Mark Stone" <LMStone(a)RNoME.com>@otrs.org on 16-12-2003 02:50:53 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: [otrs] SuSE 9.0 and OTRS RPM Install Failure We just rebuilt our internal OTRS server with SuSE 9.0, which installs Apache2 by default. When we went to install the 1.1.3 OTRS rpm, we got an error regarding two missing dependencies for apache and mod_perl. Since we have Apache2 installed, and all of the perl stuff for it, can we safely install the OTRS rpm with "nodeps" (or should we build from source)? Perhaps the better first question to ask is if OTRS will run on Apache2! Thanks! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.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 für Ihr OTRS System? => http://www.otrs.de/

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Queues not listing
by Tony Law 15 Dec '03

15 Dec '03

I created two new queues in the OTRS Admin Area. Both have exactly the same options. When I go in as a Customer and click to input a ticket, I only have one of the new queues listed in the drop down list for the To field. Why can I not get both to show up? Tony Law Technical Coordinator law(a)careerlink.com 402-345-5025 x128 Careerlink.com, the easiest way to find the right candidate

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RE: [otrs] Viruses and Worms oh my
by Erik Mathis - AIU Dunwoody Staff 15 Dec '03

15 Dec '03

otrs-bounces(a)otrs.org wrote: > When you're zoomed into a ticket, it's got the email trail at > the top. Beside each entry, it has the option to view the > plain text version. Here's an example: > > |-->>>customer (email-external) (plain) 12/05/2003 09:50:02 > > Click on "plain" to view the full raw email, including headers. That worked like a charm. I have seen it before, but never used it. Erik Mathis AIU Dunwoody Network Administrator

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Viruses and Worms oh my
by Erik Mathis - AIU Dunwoody Staff 15 Dec '03

15 Dec '03

Was wondering how could I see the email message headers to help find out who has been infected and keeps email our helpdesk? Erik Mathis AIU Dunwoody Network Administrator

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inserting logo on CustomerLogin.pl
by Jeremy-MedImg 15 Dec '03

15 Dec '03

i'm attempting to insert a logo on the CustomerLogin.pl page. i used a simple html "img src" text, but still nothing. how and where should the image be placed? jeremy

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country code selection
by kieran＠pawsoff.org 15 Dec '03

15 Dec '03

hello all, i'm trying to add a country origination selection feature to OTRS, i have a otrs.country row, and i have added a country row to otrs.ticket. the mysql db entry was the easy bit. now, i'd like to modify the frontend to allow setting the originating country in the zoomview, in a similar way to the 'change queue' drop down menu. i'd also like to be able to search for tickets by country, and eventually GEO (the geo search would be a higher-level country search?). information on where to begin would be much appreciated. :) the country codes .sql i used was taken from http://27.org/isocountrylist/iso_country_list.sql. regards, Kieran.

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State change notification
by Bakari Allen 15 Dec '03

15 Dec '03

I don't know if my message made it to the list yesterday or not because I never saw it posted, so I am posting it again in search of some assistance . . . TIA. In our implementation of OTRS, the original sender includes an important file number in the subject line of their original message. I've configured the system to send e-mail notification of the state change to the users for their respective tickets. However, a single customer may send 15 requests in a day. How can I customize the notification e-mail for state update to include the subject line of the original e-mail? I added the following to my Config.pm file . . . #---------------------------------------------------- # # notification email for state update - BAA 2003118 # # ---------------------------------------------------- # $Self->{CustomerNotificationSubjectStateUpdate} = "New State '<OTRS_CUSTOMER_State>'!"; $Self->{CustomerNotificationBodyStateUpdate} = " **** THIS IS JUST A NOTE **** The state of your ticket '<OTRS_TICKET_NUMBER>' has been changed by '<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>' to '<OTRS_CUSTOMER_State>'. This is in response to the message you or someone impersonating you sent with an original subject line '<OTRS_CUSTOMER_Subject[20]>'. Your OTRS Notification Master *** THIS IS JUST A NOTE **** "; However, it doesn't work correctly. When it sends the notification is send the following . . . **** THIS IS JUST A NOTE **** The state of your ticket '2003112010000462' has been changed by 'Rachel Diggs' to 'pending reminder'. This is in response to the message you or someone impersonating you sent with an original subject line '<OTRS_CUSTOMER_Subject[20]>'. Your OTRS Notification Master *** THIS IS JUST A NOTE *** Thanks in advance for your assistance. Bakari A. Allen Director of Information Technology Jackson and Hardwick bakari.allen(a)jhlaw.net

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FQDN Change
by Charles R. "Rusty" Thompson 15 Dec '03

15 Dec '03

Is it possible to change the FQDN on a system that has been running for about a year? Where can this be done and what impact might it have on OTRS?

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OTRS and LDAP auth/user population
by David Grimes 14 Dec '03

14 Dec '03

Hello all, I've read all the LDAP info in the documentation and though I haven't tried it yet I'm curious about something. Obviously we have a populated LDAP will OTRS pass the log in information to the LDAP server or does it parse its own user DB and THEN pass it to the LDAP. So I guess my question is better stated by asking if I use LDAP do I need to manually populate a OTRS user db? Also will the user information gleaned from the LDAP server populate the fields in OTRS such as name last name phone # etc. Thanks David Grimes Belo Interactive

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