April 2003 - otrs - OTRS mailing lists

perl-GD problems
by Charles R. "Rusty" Thompson 03 Apr '03

03 Apr '03

Can someone provide a link for a known perl-GD RPM that works with the makestats.pl GD.pm system? I downloaded and installed the newest version from rpmfind but I seem to be having trouble installing the GD.pm module now. I have caught a few threads that 2.x is for libgd2 and GD.pm won't install for that. So I guess I'm asking which perl-GD RPM is recommended for OTRS? CT

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OTRS with Apache 2.0
by Ruben Sajnovetzky 03 Apr '03

03 Apr '03

Hi all ! I installed Otrs in a linux box (mandrake) and I'm try to use with apache2. I followed all the steps, but when I try to run "installer.pl" I get the following error: [Thu Apr 03 14:43:20 2003] [error] [client 161.44.206.80] client denied by server configuration: /opt/otrs/bin/cgi-bin/installer.pl I'm sure is a security config problem because I made a sample script xx.pl that I can't run with same error, but when I put my script (xx.pl) under standard cgi-bin of apache2 (/var/www/cgi-bin) it works fine. Should I add same extra configuration in httpd2.conf or other place to get this running ? Thanks ----------------------------------------------------------------------------------------- Saludos Ruben Sajnovetzky CCNA - NCC Network Consulting Engineer Americas International Advanced Services - Matrix Team Cisco Systems Ing. Butty 240 - Piso 17 1001 - Buenos Aires - Argentina Phone: +54-11-4341-0100 x177 rsajnove(a)cisco.com ---------------------------------------------------------------------------------------

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How do I make it use mod_perl?
by J M 03 Apr '03

03 Apr '03

Thanks. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more

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DTL and the CGI Environment Hash
by Charles R. "Rusty" Thompson 03 Apr '03

03 Apr '03

I'm trying to create a web link in the AgentNavigationBar.dtl to our bug logging system. Our developers sometimes work from home so I thought I could make the link intelligent based on their IP. Basically I'm trying to do something like this, but it's not working. How Do I get access to the $ENV table in DTL or am I going about this all wrong? <dtl if($ENV{'REMOTE_HOST'} =~ /^192\.168/){ $Data{"Server"} = "internalname" } else { $Data{"Server"} = "machine.domain.com" }> and later... <td><a href="http://$Data{"Server"}/bugtrack/" target="_blank">$Text{"BugTracker"}</a></td> Thanks for any assistance. CT

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How do I configure Agent Notification?
by J M 03 Apr '03

03 Apr '03

I have gone over and over the documentation and in there it has Kernel/Config.pm and tell you what to add to change different parts. But I am confused, as currently, none of this is in my Config.pm, yet it still appears in the email notifiying me there is a new ticket. Where is this set at? Currently, I have the notification coming, but it has the wrong link. I changed the FQDN in Config.pm, but cannot for the life of me figure out how to fix the rest of the link. thank you. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more

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Really not understanding the concept
by J M 03 Apr '03

03 Apr '03

I have only dealt with less sophisticated Help Desk programs. Please forgive me. What I thougt this system would do is that the customer would log in to the customer.pl page and create a new ticket. From here, the system would email the appropriate person. This appropriate person (technical staff) would receive an email saying "Hey, there's a ticket out there for you." I would then go into OTRS and review the ticket, etc. Is this possible? If so, what do I configure to get it so the ticket created will somehow cause OTRS to email the technical staff that a new ticket has been created? Thank you again. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more

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AW: [otrs] Reverse order of ticket-items in TicketZoomExpand-view
by Ralph Müller 03 Apr '03

03 Apr '03

Hi Martin, thanks for your incredible fast answer and implementation! I just downloaded the Agent.pm and tried it out. But if I insert the config parameter TicketZoomExpandSort=reverse the order of the items got mixed up. Did I miss something? Thanks again Bye Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Donnerstag, 3. April 2003 14:39 An: otrs(a)otrs.org Betreff: Re: [otrs] Reverse order of ticket-items in TicketZoomExpand-view Hi Ralph, On Wed, Apr 02, 2003 at 05:11:34PM +0200, Ralph M?ller wrote: > we did set the option TicketZoomExpand=1 in Config.pm. Now, if I do zoom > into a ticket all items are shown flipped open (expanded). That's fine! > But would it be possible to show the items in reverse order, so that the > latest item appears on top? I think a reverse article-tree would confuse the agents. However, I added a 'TicketZoomExpandSort' config option. Default is 'normal'. In your case set it to 'reverse'. > Best regards > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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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misc questions
by ahall＠coxnews.com 03 Apr '03

03 Apr '03

Greetings, 1. Does OTRS have a 'guest' account feature? 2. Does a 'note-internal' make it so ppl other then in that group can read the note? If not does that ability exist? For example if I am in the engineering queue and I add a 'note-internal' can ppl in the 'QA' queue see the notes? I am looking for a private note ability. 3. Can I get all the queues to show, instead of only showing when a ticket is there? 4. Is there an area where I can view completed tickets? 5. Once an escalation time has been reached, can a page be sent also? 6. When a new ticket is created with a high priority can OTRS page at ticket creation? Thank you again, Andrew

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OTRS fails after customer sends attachments
by Wes Plate 03 Apr '03

03 Apr '03

Maybe it is a coincidence, but a customer replied with a followup to a ticket, and their reply contained three attachments of sizes 1MB, 253KB and 97KB. I received notification of the followup, but also this report from CRON: http://66.14.134.209/~wes/otrs/error_message_1.txt Every four minutes (CRON checks mail every four minutes) I would get another notification, and another report. It seemed that CRON was getting the same followup message-- like it wasn't deleting the message from the server after downloading it. Also, the attachments were not available it OTRS. So, I set my email client up with the OTRS mail account and I retrieved the message and the attachments. Did the attachments kill OTRS? I was able to create another ticket as a test, but is there something seriously wrong now? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Read review of our FCP to AE solution at Creative Mac... http://creativemac.com/2002/12_dec/reviews/automaticduckfcpsuite.htm

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How do I make the customer front end?
by J M 03 Apr '03

03 Apr '03

I really want my customer front end to come up like the demo pages. I have created a new user and placed him in the group "user." I did nothing else. Is this how I make a user who is a customer for usage with the front end? How do I get the customer front end to work? I have not yet found it in the documentation. Thank you for any guidance. __________________________________________________ Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more http://tax.yahoo.com

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