April 2003 - otrs - OTRS mailing lists

Agent notifications not to be sent to the tickets
by Ralph Müller 03 Apr '03

03 Apr '03

Hello again, one more thing. We did switch on most of the notifications (new ticket, new answer, ticket move, ...). All these notifications are sent to the agents and to the appropriate ticket as well. Would it be possible to suppress the sending of the notifications to the tickets? This would help to better keep track of the importend information, especially in the expanded ticket view. Thanks and Bye Ralph

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Reverse order of ticket-items in TicketZoomExpand-view
by Ralph Müller 03 Apr '03

03 Apr '03

Hello, 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? Best regards Ralph

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How do I get it to send the admin an email?
by J M 02 Apr '03

02 Apr '03

when a user enters a new ticket? I changed the system password. My email is on another system and I put the full qualified email into the system email, but never get email notifying me of a new ticket being entered. What do I need to set to get the new email sent to me when a user enters new ticket. Thank you. __________________________________________________ Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more http://tax.yahoo.com

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Re: Queue Error From Cron
by Charles R. "Rusty" Thompson 02 Apr '03

02 Apr '03

Apologies.. this is where it would be nice to have a newsgroup server so I could retract or follow up to correct my posts :). After I restarted apache the problem went away. I used phpmyadmin to clear out the database and various other goodies, that's when it got goofy. after the apache restart, we were up and running. On Mon, Mar 31, 2003 at 11:45:10AM -0500, Charles R. Rusty Thompson wrote: > Well I'm almost set with our test environment. I got everything installed > using the rpm for Suse 8.1. I'm having some problems receiving my first mail > into the system though. I managed to set up the Cron jobs and from the looks > of things they are running as expected but when a mail is captured it is not > showing up in the otrs system. There is an error: > > Message: Found no $Queue > > I have 1 queue set up called 'Incoming Mail' and one POP3 box that maps to > 'Incoming Mail' for email to: dispatching > > Since I have the queue and the address is mapped to it, I'm at a loss as to > what I missed. Any clues? Hmmm... Can I have the full error message? Thanks! > CT Martin

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3 Requests
by Charles R. "Rusty" Thompson 02 Apr '03

02 Apr '03

First... the tech support guys are loving this system. We've had a few guys out sick and/or just busy. Two of us were able to manage support all day without one bit of trouble. Thanks! 1) One of the guys here is playing with LDAP and wondering if some more information on using the LDAP features could either be put on the site or posted so we would know where to start 2) Is there some more descriptive text on what the closed pending + / - and is this issue answered yes/no settings do? As a matter of fact.. what any of the pending stuff is all about would be great. 3) They want stats now :) Is there documentation on setting up the stats tools? CT

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Feature Requests
by Covert, Jake 01 Apr '03

01 Apr '03

Feature Requests: 1) When selecting a follow up time, "00" is not available as a valid minute selection option. If I want to have a follow up for 13:00, the closest I can get is 12:59 or 13:01. 2) Can you have a 'Mark as Read' button on the zoom view to remove the 'New Message' indicator? Just like a web based email system. Right now I have to add a note to change the status from New to Open. Cheers, Jake Covert www.jakecovert.com

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What does this error mean?
by J M 01 Apr '03

01 Apr '03

Can't read /opt/otrs/Kernel/Output/HTML/Standard/Header.dtl: No such file or directory at /var/www/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 260. __________________________________________________ Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more http://platinum.yahoo.com

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Otrs deleting tickets
by Aaron Downing 01 Apr '03

01 Apr '03

I am reading the archives now, however I have a simple question. I insert the following code into my GenericAgent.pm file: <snip> 'delete' => { # get all tickets with this properties Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, <snip> Minus the <snip> of course- I get the following error message when I attempt to execute the script: ./GenericAgent.pm: line 12: package: command not found ./GenericAgent.pm: line 14: use: command not found ./GenericAgent.pm: line 15: syntax error near unexpected token `(' ./GenericAgent.pm: line 15: `use vars qw($VERSION @ISA @EXPORT %Jobs);' I am supposed to be running it from the command prompt right? If so then perhaps there is some syntax I need to customize? My queue name is delete. Thanks, Aaron

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Installation problems
by gd^crazy 01 Apr '03

01 Apr '03

Hi there, we installed OTRS on our SuSE 7.2 system with the SuSE 7.3 RPM file, which is available for download on the site. In general, the installation seems to be fine, no error occured. Additionally, I must say that we have installed Confixx 1.6 (Webmin-like administration interface), which has completely changed the default structure of the webpages. So our main presence, www.unitedbytes.de is at /home/www/web1 for example. Then I ran SuSEconfig, all went fine, restarting our Apache also. The documentation says something about running the web installer of OTRS, installer.pl, so I tryed to access it there: http://www.unitedbytes.de/otrs, but nothing happend (404). Then I created a sub-domain, http://otrs.unitedbytes.de, which has it´s root directory in /opt/otrs/bin/cgi-bin. Surprisingly, my web browser want to download the installer.pl or index.pl to my hard drive instead of executing them! What I am doing wrong? I saw something in the documentation regarding checking the perl scripts. As I did so, the following errors occured: perl -cw /opt/otrs/bin/cgi-bin/index.pl Can't locate DBI.pm in @INC (@INC contains: /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/lib/perl5/5.8.0/i686-linux /usr/local/lib/perl5/5.8.0 /usr/local/lib/perl5/site_perl/5.8.0/i686-linux /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl .) at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 15. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 15. Compilation failed in require at /opt/otrs/bin/cgi-bin/index.pl line 53. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 53. Any ideas? Für weitere Fragen stehe ich Ihnen selbstverständlich gerne zur Verfügung. / For further questions please don´t hestitate to contact me. Mit freundlichen Grüßen / Best regards, ---------------------------------------------------------------------------- Andreas Löffler Fachinformatiker / Anwendungsentwicklung United Bytes Entertainment mailto:andy@unitedbytes.de http://www.unitedbytes.de ---------------------------------------------------------------------------- Diese Nachricht und jeder übermittelte Anhang beinhaltet vertrauliche Informationen und ist nur für die Personen oder das Unternehmen bestimmt, an welche sie tatsächlich gerichtet ist. Sollten Sie nicht der Bestimmungsempfänger sein, weisen wir Sie darauf hin, dass die Verbreitung, das (auch teilweise) Kopieren sowie der Gebrauch der empfangenen E-Mail und der darin enthaltenen Informationen gesetzlich verboten ist und gegebenenfalls Schadensersatzpflichten auslösen kann. Sollten Sie diese Nachricht aufgrund eines Übermittlungsfehlers erhalten haben, bitten wir Sie, den Sender unverzüglich hiervon in Kenntnis zu setzen. Sicherheitswarnung: Bitte beachten Sie, dass das Internet kein sicheres Kommunikationsmedium ist. Obwohl wir im Rahmen unseres Qualitätsmanagements und der gebotenen Sorgfalt Schritte eingeleitet haben, um einen Computervirenbefall weitestgehend zu verhindern, können wir wegen der Natur des Internet das Risiko eines Computervirenbefalls dieser E-Mail nicht ausschliessen. This message (including any attachments) contains confidential information intended for a specific individual or entity as the intended recipient. If you are not the intended recipient, you are hereby notified that any distribution, any copying of this message in part or in whole, or any taking of action based on it, is strictly prohibited by law and may cause liability. In case you have received this message due to an error in transmission, we ask you to notify the sender immediately. Safety warning: Please note that the Internet is not a safe means of communication or form of media. Although we are continuously increasing our due care of preventing virus attacks as a part of our Quality Management, we are not able to fully prevent virus attacks as a result of the nature of the Internet. ----------------------------------------------------------------------------

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Queue Error From Cron
by Charles R. "Rusty" Thompson 01 Apr '03

01 Apr '03

Well I'm almost set with our test environment. I got everything installed using the rpm for Suse 8.1. I'm having some problems receiving my first mail into the system though. I managed to set up the Cron jobs and from the looks of things they are running as expected but when a mail is captured it is not showing up in the otrs system. There is an error: Message: Found no $Queue I have 1 queue set up called 'Incoming Mail' and one POP3 box that maps to 'Incoming Mail' for email to: dispatching Since I have the queue and the address is mapped to it, I'm at a loss as to what I missed. Any clues? CT

2 1