February 2003 - otrs - OTRS mailing lists

ports
by Jon Conkle 10 Feb '03

10 Feb '03

Any chance i can get a list of ports needed for basic use of OTRS? (as in for web access, mostly for admin use) I need to make some changes to my firewall, and just specifying (allow)[ip.address,tcp,80] isn't cutting it. Thanks, Jon.

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removing emails from the system
by Covert, Jake 10 Feb '03

10 Feb '03

How do I delete emails from the system? [1.0rc3] Thanks in advance. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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CustomerPanelOwnSelection and CustomerID
by Stefan Lauterbach 10 Feb '03

10 Feb '03

Hello, a short question: Is it easily possible to set the CustomerPanelOwnSelection in a CustomerID based manner? The thought behind this question is to allow the customers to send tickets only about products he is using/interest in. The other queues should be hidden to him in the HTML interface. -- Mit freundlichen Grüßen, Stefan Lauterbach. Nomics Development Prüssestrasse 15 DE-38364 Schöningen Mobile: +49 163 611 618 3 Telefax: +49 163 99 611 618 3

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too much tickets
by Jorge Becerra 10 Feb '03

10 Feb '03

Hi: If there are too much tickets on a queue is any way to navigate between them? Let say, to see some number at the same time and navigate bettween pages. Jorge

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1.0Rc3 Install Problems
by Alan Yorinks 08 Feb '03

08 Feb '03

I installed 1.0 RC3 on SuSE 8.1 by first removing a previous RPM version of orts, removing apache, removing mysql and the /var/lib/mysql directory. I then reinstalled all three for a "clean" installation. I found the following 2 problems: 1. I had to comment out the securemode line in .../Kernel/Config.pm. 2. I had to manually copy .../Kernel/Output/HTML/Standard/AdminUserPreferencesGeneric.dtl to AdminUserPreferences.dtl Thanks, Alan Yorinks _________________________________________________________________ MSN 8 helps eliminate e-mail viruses. Get 2 months FREE*. http://join.msn.com/?page=features/virus

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seaching for tickets
by Thomas Schuettler 08 Feb '03

08 Feb '03

Hello, I have in a queue 189 tickets with the same subject and when I'm searching for them, I can find only 80 (OTRS 1.0 RC3) or 120 (OTRS 0.5 BETA8). How can I find all tickets? Greetings Thomas

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RE: [otrs] removing emails from the system
by Covert, Jake 06 Feb '03

06 Feb '03

We might be referring to the same thing, or not (still discovering the wonderful flexibility of the system). From the admin front end, one of the pages asks you to add emails to the system and default those emails to a queue. This allows customers to choose who it is (or what email it is) that they want their to request to go to. After realizing that I don't really want the users being able to choose their own support tech., I didn't' see a delete button. Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, February 06, 2003 2:53 PM To: otrs(a)otrs.org Subject: Re: [otrs] removing emails from the system Hi Jake, On Thu, Feb 06, 2003 at 02:39:18PM -0500, Covert, Jake wrote: > How do I delete emails from the system? > [1.0rc3] You can't "delete" emails/tickets via the agent frontend. The normal way is to close the ticket and it is not shown anymore (but is used for stats,...). A solution to "delete" emails/tickets from the database would be: Add a delete queu, move all "delete"-tickets to this queue and use the bin/GenericAgent.pl (http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/generic-agent-example.h tml#AEN930). More questions? > Jake Covert > Infrastructure Analyst > Electronic Data Systems Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 8:43pm up 105 days, 23:20, 6 users, load average: 0.17, 0.22, 0.17 _______________________________________________ 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

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OTRS installation on Debian Woody
by Eddie Urenda 06 Feb '03

06 Feb '03

Although the installation instructions for a Debian installation are not that complicated, I noticed that there was no documented that pointed to what packages need to be installed to meet OTRS dependencies (perl, gd, etc.) So perhaps documenting our installation will help others trying to install OTRS on Debian Woody systems. I've documented our experience with the installation, and how it seemed to work for us. I make no guarantees, other than following these steps got our installation working with Apache-SSL as the web server, Postgresql as the database, and Debian Woody as the operating system. It is based on OTRS RC3. NOTE: These instructions will only mark where installation for Debian differs from the OTRS Manual section 1.2 "Using the tar.gz file to install OTRS on any Linux/Unix platform" subsections 1.2.1 - Install, 1.2.2 - Database, and 1.2.3- Webserver. 1.2.1. Install -------------- 1. This Debian package listing is for an Apache-SSL, Postgresql, Perl, and the appropriate Perl GD and DBI modules: apache-common apache-ssl libapache-dbi-perl libapache-mod-perl libapache-request-perl libapache-session-perl libdigest-md5-perl libmime-perl libnet-dns-perl postgresql postgresql-client postgresql-contrib postgresql-dev libgd-graph-perl libgd-perl libgd-text-perl libgd-tools libgd1 libgd2 libgd2-dev cron sendmail procmail iamerican // or your favorite ispell language dictionary ispell // so that spell-checking works After installing all of these packages "bin/otrs.checkModules" should return OK for all modules (except DBD::mysql, but we aren't going to be using MySQL, so this shouldn't be marked as required). The "perl -cw" instructions for checking module installation did not work for me. 2. "usermod -G www-data otrs" - Apache runs as user/group www-data on Debian 3. chown -R otrs.users /opt/otrs 5. changes to /etc/apache-ssl/httpd.conf (we are using mod_perl): Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> 6. Database setup: Do not user installer.pl since we are not using MySQL 1. As user "postgres" issue a "creatuser -P otrs", say yes to allow creation of other users and databases if you want otrs to be database superuser (not required). Write down your selected password, you will need to provide it when configuring Config.pm in 7. 2. Login as user "otrs", issue a "createdb otrs" 3. Load table schema definitions into otrs database: "psql otrs < /opt/otrs/install/database/OpenTRS-schema.postgresql.sql" 4. Load initial test data into database: "psql otrs < /opt/otrs/install/database/initial_insert.sql" 5. Change /etc/postgresql/pg_hba.conf and modify the following line to allow local connections from user www-data: host all 127.0.0.1 255.0.0.0 trust 7. Config file ($HOME/Kernel/Config.pm), make the following changes (configure the database section with the appropriate password): $Self->{SecureMode} = 1; # Since we are not using MySQL disable #$Self->{DatabaseDSN} ="DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; 8. File Permissions: "/opt/otrs/bin/setPermissions.sh /opt/otrs otrs www-data users www-data" 1.2.2 - See Step 6 above 1.2.3 - See Step 5 above 11. Cronjobs for the OTRS user Make sure you run "/opt/otrs/bin/Cron.sh start" as user otrs. Comment out with a "#" in the crontab the section for fetchmail and postmaster_pop3. Uncomment the daily graphics cron so you can get a graph generated daily. This is it! all messages directed to otrs@localhost should now be piped into OTRS, so configure to your heart's content. -Eddie

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Re: [otrs] missing template (OTRS 1.0 RC3!)
by Martin Edenhofer 05 Feb '03

05 Feb '03

Hi Marc, On Tue, Feb 04, 2003 at 07:31:29PM +0100, Marc Scheuffler wrote: > Admin area -> User -> Error 500 > > www.somewhere.de/otrs/index.pl?Action=AdminUser I got it. It's a bug. I fixed it (Kernel/Output/HTML/Admin.pm). PS: It's also working with "cp AdminUserPreferencesGeneric.dtl AdminUserPreferences.dtl". Thanks Marc! > Gruß > Marc Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 10:10pm up 104 days, 47 min, 6 users, load average: 0.81, 0.58, 0.37

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Problems with qmail-piping to Postmaster,pl
by Thomas Eisenbarth 04 Feb '03

04 Feb '03

Hi, I'm using qmail-vpopmail and trying to pipe otrs-mails to PostMaster.pl i've tried several configurations of the .qmail-file in user otrs' homedir and in the vpopmail-domain-directory. just for testing i forwarded mails or otrs in the .qmail -file - it worked. it seems to be a problem to pipe the mails to the PostMaster.pl - file. any ideas? -- Thomas Eisenbarth mailto:eisenbarth@domecon.de Donau-Ries Media Consulting www.domecon.de

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