June 2003 - otrs - OTRS mailing lists

RE: Sambar needed for Win32 installation?
by Charles R. "Rusty" Thompson 03 Jun '03

03 Jun '03

>>From: "Covert, Jake" <jake.covert(a)eds.com> Subject: [otrs] Sambar needed for Win32 installation? >>1) Is Sambar needed for a Win32 installation? At the beginning of the = win32 install guide it says it's optional, but does not refer to configuring certain items without it (cron / stats ) I'm using Apache, and exim on a windows 2000 box.<< I never got Apache and Win32 to work. The reason is there is a bug in MySQL->Apache that causes your DB threads to go to sleep and never wake up. It will work for about 5 minutes then stop responding. Looking at Sambar or a Linux box solution might be a better use of your time. I found the SuSE 8.x install of OTRS to be downright simple. Charles

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problem with UnlockTickets.pl
by Wily E. Coyote 03 Jun '03

03 Jun '03

Hallo, i have upgraded to v1.1.1 and everything seems fine, but i can't closed tickets anymore the system generate a ticket with subject: cron <otrs(a)domain.com> $HOME/bin/UnlockTickets.pl -- timeout >> /dev/null body: /bin/sh: line1: /home/otrs/bin/UnlockTickets.pl: No Such file or directory thanks and best regards sven

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Stats on Win32
by Covert, Jake 03 Jun '03

03 Jun '03

I'm having trouble getting the stats pictures to display correctly. The ./mkStats.pl runs fine and generates the correct file at D:\otrs\var\pics\stats\ (/opt/otrs/var/pics/stats/ as seen from cygwin). The stats page just has a box where the image should be but no image. Right clicking on the image and getting properties gives me the following: http://<hostname>/otrs/pic.pl?Action=SystemStats&Pic=2003-06.png System: =========================== 1.1.2 Windows 2000 Exim Perl 5.6 =========================== I appreciate any help you can offer. Thanks. ********************************* 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: Covert, Jake [mailto:jake.covert@eds.com] Sent: Monday, June 02, 2003 12:27 PM To: otrs(a)otrs.org Couple of questions: 1) Is Sambar needed for a Win32 installation? At the beginning of the win32 install guide it says it's optional, but does not refer to configuring certain items without it (cron / stats ) 2) Using exim, my incoming mail gets dumped to: D:\cygwin\var\spool\mail\jake How can I set OTRS to use this mail file as the incoming mail? I'm using Apache, and exim on a windows 2000 box. ********************************* 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: Sunday, June 01, 2003 6:41 PM To: announce(a)otrs.org The OTRS Team is pleased to announce the release of OTRS 1.1.2. This is the latest release on the 1.1 branch and fixes some "small" bugs. Changes: ======== * fixed bug in customer panel (create ticket without priority selection) * fixed pic.pl problem on win32 * fixed unwanted ticket unlock on move * fixed missing StateUpdate for DBUpdate-to-1.1.postgresql.sql * fixed small bug in session modules * fixed some other small bugs * improved tar.gz updates (removed var/log/TicketCounter.log) * improved text formatting of "long" messages * added customer data lookup for PostMaster*.pl based on senders email address (set customer id and customer user) * added "PerlInitHandler Apache::StatINC" to apache include config files -=> no apache reload is needed when perl modules is updated on disk <=- * added russian translation (details: http://cvs.otrs.org/cvsweb.cgi/otrs/CHANGES?rev=1.79.2.9) Download: ========= ftp://ftp.gwdg.de/pub/misc/otrs/ (Germany/Göttingen) ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg) ftp://ftp.samurai.com/pub/otrs/ (Canada/Toronto) (a full list of all download mirrors (ftp/http/rsync) is available at http://otrs.org/download) MD5 message digest (128-bit) checksums 07cc8cfd2ff9ef97288ac55e8e4d5ea7 ./RPMS/suse/7.3/otrs-1.1.2-01.i386.rpm 61af10ec6ad257bddb4a19040cf5dec8 ./RPMS/suse/8.x/otrs-1.1.2-01.i386.rpm f71af52efa51b75f1c7a778af8f77c0d ./RPMS/redhat/7.x/otrs-1.1.2-01.i386.rpm 7f61eadb68c93727017e27c0f378e923 ./RPMS/redhat/8.0/otrs-1.1.2-01.i386.rpm d5b28edf9cb13b38e33c2c531d5178f3 ./SRPMS/suse/7.3/otrs-1.1.2-01.src.rpm 85d73ef8c3f4ace4290f451b6f801462 ./SRPMS/suse/8.x/otrs-1.1.2-01.src.rpm 97eed426763c1b526f710a9a5d46728f ./SRPMS/redhat/7.x/otrs-1.1.2-01.src.rpm 20d069bff7a469ed18d768aab460feba ./SRPMS/redhat/8.0/otrs-1.1.2-01.src.rpm 72b195a7661eaad58286baf7969681ae ./otrs-1.1.2-01.tar.gz 8dffe0b9a0bb8ee4f79e6229082fb6cc ./otrs-1.1.2-01.tar.bz2 Upgrading: ========== For those folks who are using OTRS 1.0 and want to upgrade to 1.1 please read the UPGRADING and INSTALL files. Bugreports: =========== http://bugs.otrs.org/ (Thanks!) We appreciate your help with the development of OTRS. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 104 Tage bis zum Gäubodenvolksfest! ;-) _______________________________________________ announce mailing list announce(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/announce _______________________________________________ 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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The RE: problem
by Erik Mathis - ATL Dunwoody Staff 02 Jun '03

02 Jun '03

Did the orts 1.1.2 address the RE: in the subject messing up message routing? Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu

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Attachment Size Limitations?
by Charles R. "Rusty" Thompson 02 Jun '03

02 Jun '03

Over the weekend somebody attempted to send us a word document full of screen captures (3.5 meg or more) that just refused to be imported to the ticket thread for a case. The result was 100 follow ups of the same message... none of which ever got fully imported or deleted from the mail server. My current working theory (I know nothign of MySQL) is that the table for attachments has a size limit on the attachment blob (if it is a blob) and MySQL doesn't have table autosizing enabled (if that's an option) the result being that the data could not be imported, it bombed on saving the attachment and thus, the full import cycle never completed. I fear I may find a database full of junk when I start looking. 1) How can safely delete these 100 or so follow ups and matching attachments from the table? 2) How can I prevent this in the future? Also, is ticket merging possible in the next release? We have alot of people who send in an email the follow up five minutes later with "I forgot to mention" and end up opening two cases. CT

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version variable set at?
by Covert, Jake 02 Jun '03

02 Jun '03

I've update to version 1.1.2, but when I log in, it still says 1.1.1 is the lower right hand section of the admin screen. Any idea where this is set? ********************************* 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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Search by field created (date)
by Alex Mihicinac 02 Jun '03

02 Jun '03

Hi all, How come there is no option to search tickets/articles by date of creation? I think that would be handy. With regards, Alex P.S. Putting date into TickedID is not an option - i need it short

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Extended customer view
by Alex Suzuki 02 Jun '03

02 Jun '03

Hi OTRS people, I am evaluating OTRS for a company helpdesk, I need to know if there is some possibility to configure OTRS so customers can actually look at issues not owned by themselves. The idea would be that a customer first checks the most recently submitted issues, and if his issue refers to the same problem that was submitted a couple of issues before, the customer would not submit his issue, but just watch the progress of the existing issue. Is this possible in some way? Thanks for help. Alex -- Alex Suzuki, as(a)cynox.ch, ICQ 36734475, http://www.cynox.ch/asuzuki/ Phone: +41 (0) 43 333 13 65, Mobile: +41 (0) 76 579 33 25 "One man's constant is another man's variable." -A.J. Perlis

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"no body found!" - Problem
by backster 02 Jun '03

02 Jun '03

Hey folks I'm having a little problem when creating tickets in the customer FrontEnd. Every new submitted ticket ( customer FE ) generates 2 tickets ( agent FE ) in the queue. 1 with the original ticket body and 1 with the message "no body found!" as body. Any hint? If this question is already answered in the list or documentation please give me a hint where =) tx in advance for your advice -------------------------------------------- Backster PS: English is not my natural language. Please excuse mistakes in writing and grammar. ;)

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Customer Queues and Agent Can List Customers Group
by David Amorim da Cruz 02 Jun '03

02 Jun '03

Hi! :) This is a single need, but we're thinking on two (or three) possible solutions for it. Here are the details: I'd like to be able to specify which queues each Customer can create tickets to, when he/she uses the Customer Interface. I read about this in the archive a couple of months ago, but there was almost no follow-up... There was something like: "it's not done (yet) because it might be confusing for some admins" and I got curious about the "yet" part. :) If it's not implemented, I'd like to know if it will eventually be (didn't see it on the TODO list). Meanwhile, is it possible to force the "Customer Interface" to create new tickets to a single queue/email, thus eliminating the queue list drop-down in "New Ticket"? If it's possible, please tell me how to do it. The reason for this is that we don't want someone (in our case, it's an agent we don't trust) using the Customer Interface to know about or use the other queues, unless he/she is allowed to. We considered using the Agent Interface, but then this "agent we don't trust" would get a listing of all Customers when using "phone view" to create a new ticket, and we don't want that. The Agent Interface already has adequate Group Management (can hide queues and tickets) but lacks a way to hide Customers... Something like a "Agent Can List Customers" group, similar to admin and stats groups. I'll be happy with a way to brute force Customer.pl mail sending to a single email address... :) Thanks, |)avid ------------------------------------------------- KPNQwest Portugal http://www.KPNQwest.pt

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