April 2003 - otrs - OTRS mailing lists

Interaction between OTRS and Bugzilla
by Hochsteger Andreas /INFO-MA 23 Apr '03

23 Apr '03

Hi OTRS Users! Is it possible to connect OTRS tickets and bugzilla bugs somehow? I'm asking because we want to use OTRS to handle diverse phone and email requests. Some of the requests result in a bug report in bugzilla. It would be nice, if there would be some integration possible. Some examples: * Display a link to the Bugzilla bug and vice versa * Advanced: Close Ticket, when bug in Bugzilla is closed Thanks, Andreas Hochsteger

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Theme ?
by Nicolas Ecarnot 23 Apr '03

23 Apr '03

Hello, On the demo pages, there is a nice themes with coloured icons that my boss liked very much. Is it possible to get this theme somewhere, or is it copyrighted trademarked protected $$$ ? ;o) -- Nicolas Ecarnot

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Otrs 1.1 mod_perl2 Agent.pm Problem
by J M 22 Apr '03

22 Apr '03

Using otrs 1.1 with mod_perl2: The server encountered an internal error and was unable to complete your request. Error message: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Output/HTML/Agent.pm line 71. I could not see the error as I am not the greatest Perl programmer. Here is the line: my @QueuesNew = @{$Param{Queues}}; Thank you. __________________________________________________ Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo http://search.yahoo.com

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maximum line length in 1.1
by Christoph Kaulich 22 Apr '03

22 Apr '03

Hello, I just installed OTRS 1.1, and it works fine. I vahe only one small problem: In the Queue View the maximum line length is not set. I have an email where the lines are not broken in Queue View, but are broken in detailed view. There the line length ist set to something aroung 95 ( I think). Bye Christoph

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Another error...
by Ovidiu Constantin 22 Apr '03

22 Apr '03

What does these mean? Thank you, Ovidiu -------------- ERROR: OTRS-PendingJobs-1 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:45:02 2003 Message: No TypeID for StateUpdate found! Traceback (29301): Module: Kernel::System::Ticket::History::HistoryTypeLookup (v1.7) Line: 49 Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 Module: /opt/otrs-bullguard//bin/PendingJobs.pl (v1.7) Line: 85 ERROR: OTRS-PendingJobs-1 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:45:02 2003 Message: Need HistoryTypeID! Traceback (29301): Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: 82 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 Module: /opt/otrs-bullguard//bin/PendingJobs.pl (v1.7) Line: 85

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Error2 (PostmasterPop3.pl)
by Ovidiu Constantin 22 Apr '03

22 Apr '03

I get this error with 1.1.0.RC1 every time a new email is downloaded from the pop3 server. The email do get to the correct queue (Postmaster). Raw queue does not even exist. Is is necessary? 10q, Ovidiu Error is: ----------------- Subject: cron: $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-1 Perl: 5.6.1 OS: linux Time: Fri Apr 18 01:09:01 2003 Message: Found no $QueueID for Raw! Traceback (32074): Module: Kernel::System::Queue::QueueLookup (v1.27) Line: 329 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.9) Line: 98 Module: Kernel::System::PostMaster::Run (v1.31) Line: 116 Module: main::FetchMail (v1.8) Line: 168 Module: /opt/otrs-bullguard//bin/PostMasterPOP3.pl (v1.8) Line: 106

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Changing customer ID if not owner
by Phil Davis 22 Apr '03

22 Apr '03

We have just upgraded to 1.1.0 RC1 (from Beta 0.5 !) and things all work fine but one difference which we noticed is that you can no longer update the customerId if you are not the ticket owner. Is there any way to configure this to allow non-owner changes again? We frequently assign tickets to people before setting the customerid. Also I think I found a bug in the Ticket status view. If you sort by Age descending then the most recent ticket is omitted from the results and the 1st ticket is actually the 2nd most recent ticket. -- Phil Davis IT Action

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Many questions
by Nicolas Ecarnot 22 Apr '03

22 Apr '03

Hello, I just installed OTRS 1.0.2 on a Mandrake 7.2 and it seems to work fine. As it is realy huge, it takes me lots of time to customize it. My first questions come from me and from my workmates that will use it and are demanding many features or way-to-do-that... * Time : Why can't we specify a fractionnal (?) unit time ? It would be so useful for us to count into hours, and to be able to specify 1.5 for "one hour and half", or 0.5 for half an hour... Where in the code is it checked ? * Often, we deal tickets together, but most of the time, only one people is on the problem. How can we do to see that this ticket is managed by this agent ? How can we sort this ? * Will the installation of the next version (in 14 days I think) be easy ? Easy upgrade ? * Next questions will follow, don't worry. * Thank you for OTRS, I think it will honestly *change* my life. -- Nicolas Ecarnot

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RE: [otrs] FW: Internal Server Error
by Covert, Jake 22 Apr '03

22 Apr '03

Unix Administration 101: Don't install otrs on your root partition. When / is at 100%, swap is no longer writable, and bad things start to happen. See below. Sorry to bother everyone. :-) Jake Covert -----Original Message----- From: Covert, Jake [mailto:jake.covert@eds.com] Sent: Tuesday, April 22, 2003 11:00 AM To: otrs(a)otrs.org I only get this error when I zoom in on certain tickets. Here is more detail from the /var/log/messages ======================================== Apr 22 10:58:21 <hostname_of_otrs_box> OTRS-CGI-10[2441]: [Error][Kernel::Modules::AgentZoom::Run][Line:158]: Got error 28 from table handler, SQL: 'SELECT sa.id, st.tn, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_body, st.create_time_unix, st.tn, st.user_id, st.ticket_state_id, st.ticket_priority_id, sa.create_time, stt.name as sender_type, at.name as article_type, su.login, sl.name as lock_type, sp.name as priority, tsd.name as state, sa.content_path, sq.name as queue, st.create_time as ticket_create_time, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.freekey1, st.freekey2, st.freetext1, st.freetext2, st.customer_id, sq.group_id, st.ticket_answered, sq.escalation_time, sa.a_content_type, sa.incoming_time, st.until_time FROM article sa, ticket st, article_sender_type stt, article_type at, system_user su, ticket_lock_type sl, ticket_priority sp, ticket_state tsd, queue sq WHERE sa.ticket_id = st.id AND sq.id = st.queue_id AND stt.id = sa.article_sender_type_id AND at. ======================================== Thinking it must be mysql related now. -----Original Message----- From: Covert, Jake Sent: Tuesday, April 22, 2003 8:00 AM To: 'otrs(a)otrs.org' I'm getting the following error and I'm not quite sure what it means. I'm using the following Redhat8 1.0.1 Any ideas? [Tue Apr 22 08:07:44 2003] [error] [client 130.175.169.157] [Tue Apr 22 08:07:44 2003] index.pl: DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 211., referer: http://<my_otrs_box>/otrs/index.pl?Action=AgentMailbox _______________________________________________ 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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Internal Server Error
by Covert, Jake 22 Apr '03

22 Apr '03

I'm getting the following error and I'm not quite sure what it means. I'm using the following Redhat8 1.0.1 Any ideas? [Tue Apr 22 08:07:44 2003] [error] [client 130.175.169.157] [Tue Apr 22 08:07:44 2003] index.pl: DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 211., referer: http://<my_otrs_box>/otrs/index.pl?Action=AgentMailbox

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