May 2003 - otrs - OTRS mailing lists

RE: [otrs] problem with multi hosting setup
by jimmy zhao 13 May '03

13 May '03

Hi Martin, I have tested with your suggestion. There are some error messages. PerlOptions +ParseHeaders +Parent --> Invalid per-directory PerlOption: Parent (only allowed per-server) PerlInterpMaxRequests 1 --> PerlInterpMaxRequests not allowed here PerlInterpStart 1 --> PerlInterpStart not allowed here PerlInterpMax 1 --> PerlInterpMax not allowed here PerlSwitches -Mlib --> PerlSwitches not allowed here Maybe it's because that my mod_perl2 package is not updated? Curently, I have mod_perl-1.99_05-3 and Apache/2.0.40 on my system. Thanks, Jimmy >Hi Jimmy, > >On Sat, May 10, 2003 at 11:48:30AM -0700, jimmy zhao wrote: >> I have two mysql schemas for two otrs instances. But, >> very luckily, I found out how to make it work. >> >> In my httpd.conf, besides what I showed you in my >> first email, I also have following two parts: >> >> <Location /otrs> >> # ErrorDocument 403 /otrs/customer.pl >> ErrorDocument 403 /otrs/index.pl >> SetHandler perl-script >> PerlHandler ModPerl::Registry >> Options +ExecCGI >> PerlOptions +ParseHeaders >> </Location> >> >> and: >> >> <Location /otrs2> >> # ErrorDocument 403 /otrs2/customer.pl >> ErrorDocument 403 /otrs2/index.pl >> SetHandler perl-script >> PerlHandler ModPerl::Registry >> Options +ExecCGI >> PerlOptions +ParseHeaders >> </Location> >> >> After I comment out the second part, two instances >> otrs work fine now. :) >This is because the name space is shared. I never tested to split the >names space in mod_perl2. But it should work like: ><Location /otrs> > ErrorDocument 403 /otrs/index.pl > SetHandler perl-script > PerlHandler ModPerl::Registry > Options +ExecCGI > PerlOptions +ParseHeaders +Parent > PerlInterpMaxRequests 1 > PerlInterpStart 1 > PerlInterpMax 1 ></Location> ><Location /otrs2> > ErrorDocument 403 /otrs2/index.pl > SetHandler perl-script > PerlHandler ModPerl::Registry > Options +ExecCGI > PerlOptions +ParseHeaders +Parent > PerlInterpMaxRequests 1 > PerlInterpStart 1 > PerlInterpMax 1 ></Location> >Source: >http://perl.apache.org/docs/2.0/user/config/config.html -=> Parent >Feedback would be fine! :) >PS: Better would be "PerlSwitches -Mlib" with virtual hosts. >> Jimmy > Martin __________________________________ Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo. http://search.yahoo.com

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Feature Request | Optional Ticket Names
by Holger 13 May '03

13 May '03

Our agents have to work with many open tickets at the same time. For a better overview they are working with the lite queue view. But now they have to zoom each ticket to remind the content! Wouldn't it be useful to add an optional ticket-name for each ticket? Holger -- <holger(a)blitzwuerfel.de>

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Session problem in OTRS 1.1.1?
by Andreas Haase 13 May '03

13 May '03

Hello, this week we installed the new version of OTRS and all seemed to work fine. But now we realized some strange behaviour. 1. If I zoom into a ticket, I see the history of it in short links above the ticket content. But if I click on "E-Mail external" or whatever, I get the login screen. After logging in again, the right screen is being displayed. That happens reproducable, the session timeout can not be expired. 2. If I open a ticket via phone view, I can select the ticket owner and the queue. If I leave out the owner, the ticket is locked by me anyway. There is no chance for others to lock it until I unlock it. If the ticket is opened via mail, all behaves in the right way. Are there any config options regarding this issues? Bye, Andreas Haase EastLink GmbH -- -------------- professional INTERNET services ------------- EastLink GmbH - Leipziger Strasse 46 - D-09113 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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Error in AgentPhone
by Uwe Ahrendt 10 May '03

10 May '03

Helo, I'am found this error in the AgentPhone Module: Zeile: 181 Zeichen 17 Fehler ';' erwartet Code 0 URL: .../index.pl?Action=AgentPhone I think, this is a javascript error.. By Torro

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problem with multi hosting setup
by jimmy zhao 10 May '03

10 May '03

Hi there, I have searched the mailing list and followed what it is said in the manual doc. But, somehow, still can not make it work. I'm using OTRS1.1, Apache/2.0.40 and mod_perl-1.99_05-3 on Redhat 8 box. I have installed two OTRS instances otrs and otrs2. In the httpd.conf, I have: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin"Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs"Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl ScriptAlias /otrs2/ "/opt/otrs2/bin/cgi-bin"Alias /otrs2-web/ "/opt/otrs2/var/httpd/htdocs"Perlrequire /opt/otrs2/scripts/apache2-perl-startup.pl In /opt/otrs/scripts/apache2-perl-startup.pl, I have: use lib "/opt/otrs";use lib "/opt/otrs/Kernel/cpan-lib"; In /opt/otrs2/scripts/apache2-perl-startup.pl, I have: use lib "/opt/otrs2";use lib "/opt/otrs2/Kernel/cpan-lib"; I have also modified two Kernel/Config.pm. One has $Self->{SystemID} = 10; And the other one has:$Self->{SystemID} = 20; The problem is that http://hostname/otrs/index.hmtl and http://hostname/otrs2/index.html are total the same if I load two otrs instances. Both are running the first instance in httpd.conf. If I run each instance seperately, each instance is running okay. One has session id 10****. And the other one has session id 20****. I'm wondering that what else I should modify or update. Thanks in advance for the help!Jimmy --------------------------------- Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo.

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Change State Notify Format
by Adam Denenberg 10 May '03

10 May '03

Hi, I have selected the option to notify the customer of a state change of the ticket. However i cannot find where to change the contents of this email. ANybody know where to customise this? thanks adam

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OTRS Installer Sought (help a non-programmer out?)
by Josh 10 May '03

10 May '03

I have been searching for over a week to try to find the best ticket system/customer support script. Thankfully I finally landed at http://otrs.org/feature Are there any experienced installers who can donate an installation for me? I am a poor non-web programmer. If not, I will get have to get quotes from unknown programmers, who might not know OTRS very well. The specs of my hosting are at www.getahostnow.com Thanks in Advance for a cool tool (even if no one can volunteer aid!) Joshua

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Downloading Duplicative Email
by Tarek Dimachkie 10 May '03

10 May '03

It appears that OTRS is having difficulty downloading email responses from previously answer trouble tickets. The incoming response email is downloaded from the POP3 email server at every update but the other emails that arrived after it are not downloaded. A long list of new emails starts to compile on the POP3 email server but nothing is delivered to OTRS. The same response email is downloaded every 10 minutes. Sample response email Subject Line: "Re: [Ticket#: 2003050810000149] Re: Can't connect to web [...]" The configuration files are standard and have not been modified. Running OTRS 1.0.2

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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 10 May '03

10 May '03

Would there be any way to change this so the ticket is still viewable from the regular queue view but simply has some marker on it that flags to the non-owner that it is locked? The one way I've found to get at locked tickets of a different owner is by searching by owner and selecting that very ticket... -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, May 01, 2003 6:09 PM To: otrs(a)otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 02:45:52PM -0400, DTerrell(a)Delphi-Tech.com wrote: > Beautiful, I'll use the note->external here. Another question about the > locking, it seems odd that after a ticket is locked it seems to go to a > different queue. We definately like the locking ticket idea, but the No. The ticket is still in the same queue but not shown in the QueueView (because it's locked - not available to work on it). > ability to view others' locked tickets and possibly add notes to that ticket > (via follow-up email instead of directly into the ticket perhaps?) would be > nice. Like I said before we collaborate on just about everything that comes > in, unless its minor, in which case the ticket would most likely be closed > by the first person to pick it up. The customer is able to add "everytime" notes (follow-up via email or web interface). It's also possible to add notes (via agent interface) to tickets where the owner isnt' the current user. The ticket owner will get an notification with the agent note in it. > -Dave Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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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PHP as login interface
by Maarten Engelen 09 May '03

09 May '03

Hi all, I have a question concerning the possibility to integrate OTRS in an already existing PHP web frontend. We have a customer backend and i'm eager to use otrs as our ticket support system. Of course the backend has it's own authorisation system (based on php sessions). My questions is if it is possible to have otrs use the data of the php session. As i rather don't have the situation in which my clients have to use a seperate login for the ticket system. Has anyone has tried this before? Or are there some guidelines anyone can give in making the authorisation module for otrs myself? Thanks in advance, Maarten

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