June 2003 - otrs - OTRS mailing lists

FAQ table?
by Alan Murrell 25 Jun '03

25 Jun '03

Hello, I was looking around in the database earlier, and saw a table called "faq". 1. Is this table meant for an FAQ/knowledgebase for the Customer's benefit? 2. Is this table functional? If so, how do I enable it? If it is not yet functional, is it intended to be in an upcoming release? If this table is not meant for an FAQ/knowledgebase, I think the addition of one would be perfect for a tool such as this. TIA, Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

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Unable to access a queue
by Alan Murrell 24 Jun '03

24 Jun '03

Hello, I created a queue called 'sysadmin-raw', which was working fine (I was receiving alerts about new entries in it, and I could click on it to read and resolve the tickets). However, today, I created a new queue called "Administration", and made 'sysadmin-raw' a subgroup of it. In addition, I created a new group called "administrators", and made the 'sysadmin-raw' part of that group. The queue was a part of the "users" group. I gave myself 'rw' privileges in the "administrators" group, and made it one of my custom queues. The problem is this: I receive the alerts about new tickets in the queue, but when I log in, I am unable to even see the queue. If I log in as 'root@localhost', which has 'rw' access to *all* queues, I can see where it says 'sysadmin-raw(5)' (indicating 5 messages), however, when I click on it,the page just reloads, and the messages in the queue do not show up. I have tried putting the queue back into the "users" group, and not making it a sub-queue of anything else, but this has not remedied the issue. Any hints, advice, or other light you may be able to shed on this matter is greatly appreciated. Thank you, in advance, for your help. Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

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Mail not sent to ticket creator
by Alan Murrell 23 Jun '03

23 Jun '03

Hello, I did a little searching in the archive, but could not find this issue. I have got OTRS setup, using the "Sendmail" option of sending mails. Whenever a ticket is submitted, or it's status changed, I can see an entry like the following in '/var/log/messages' when I sent an email to the support address: Jun 10 10:54:18 host.domain.com OTRS-CGI-1[4139]: [Notice][Kernel::System::Ticket::SendArticle::SendArticle] Sent email to 'Alan Murrell <alanm(a)somedomain.com>' from 'Technical Support <support(a)ispdomaink.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#: 200306101000024] New Owner 'Alan Murrell'!; It is indicated that a notification was sent to me, but I never received it. I do know that the sending mail is working, because if I change the owner of the ticket to myself within OTRS, I receive the mail notification at my work account saying that I just got assigned a ticket. I am not sure what is going on. Any ideas are appreciated. Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

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Some strange logs
by Alex Mihicinac 23 Jun '03

23 Jun '03

Hi all, I've noticed many of these lines in my apache error_log file: [Mon Jun 16 10:16:18 2003] null: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Output/HTML/Generic.pm line 8 [Mon Jun 16 10:17:14 2003] null: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Output/HTML/Agent.pm line 591 What's the meaning of this? With regards, Alex P.s. Is it Martin's vocation time? No prompt responses from Martin anymore? ;-) I'm waiting for some answers for a weeks now.

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Error while trying to forward
by Alex Mihicinac 23 Jun '03

23 Jun '03

Hi all, I got this error while trying to forward one non-delivery message: [Tue Jun 10 09:39:58 2003] [error] can't have encoding base64 for message type message/delivery-status! at /opt/otrs//Kernel/System/Ticket/SendArticle.pm line 131 Is this bug or? Message has three attachments - just regular nondelivery mail from mailer-daemon. With regards, Alex

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Unfortunate session expiry effect
by Jim Wight 22 Jun '03

22 Jun '03

Yesterday, I spent a long time composing a customer reply, only to lose it all when I finally clicked Submit. It seems that my session had expired while I was composing the message. When I clicked Submit, I was returned to the login screen, and there was no trace of the message in the ticket or of having been sent. I suppose I have two options to prevent it happening again: increase SessionMaxTime in Config.pm sufficiently such that if an agent doesn't log out at the end of the day expiry will happen harmlessly during the night, or not bother running var/cron/session. Incidentally, why is SessionMaxTime expressed in seconds, when other timeouts, e.g. queue unlock and queue escalation, are expressed in minutes? Seconds seems unnecessarily fine-grained for the purpose. In fact, I would have thought hours would be perfectly adequate. There doesn't seem to be the possibility of having unlimited-length sessions (why do sessions have to be limited in length, anyway?) except by giving SessionMaxTime a very large value. What is the maximum it can have? Couldn't a value of 0 be used for the purpose, in the same way that 0 means "no unlock" and "no escalation" for queues? Jim

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Configurable options
by Wes Plate 22 Jun '03

22 Jun '03

I've been asked to change things like the subject line "New ticket notification!..." to have a shorter prefix and a longer section of the customer's subject. Looks like I change that stuff if the file Kernel/Config/Defaults.pm Is this is the correct place to change these kinds of things? " $Self->{NotificationSubjectNewTicket} = 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>)'; " To something like " $Self->{NotificationSubjectNewTicket} = 'New Tkt! (<OTRS_CUSTOMER_SUBJECT[30]>)'; " -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Apache2.0 Alias
by John Swarbrick 22 Jun '03

22 Jun '03

Hello, Im currently trying out OTRS on RedHat 9.0 (otrs-1.1.2-01.i386.rpm) with Apache 2.0.40 and it works great! However I would like to change the Apache Alias from /otrs to /support/helpdesk. How can I do this? I have browsed previous postings, where one included adding a line to Kernel/Config.pm but this doesn't seem to have any effect. Thanks in advanced for your help. Best regards, John

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Forbidden Apache2 error
by dplohry＠Kay-Flo.com 22 Jun '03

22 Jun '03

I installed ORTS exactly as said in the Installation file and copied the information over from scripts/apache2 stuff. Everything is installed, but I have some permission error and I do not know how to correct it. I used the SetPermissions program but it did not work. Apache2 is running under apache/apache. Thanks

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Adding Date in AgentZoomBody.dtl
by Jim Wight 22 Jun '03

22 Jun '03

I'd like to see the creation date/time displayed on every article by AgentZoomBody.dtl, especially as we have the following set $Self->{TicketZoomExpand} = 1; $Self->{TicketZoomExpandSort} = 'reverse'; resulting in the dates in the threading section above the articles being shown in the reverse order of the articles, and because it soon disppears when scrolling through the articles. I've tried to do this myself by modifying AgentZoomBody.dtl with a "Date" line after "Subject", as follows: <tr> <td valign="top"><b>$Text{"Subject"}:</b></td> <td> $Data{"Article::Subject"}</td> </tr> <tr> <td valign="top"><b>$Text{"Date"}:</b></td> <td> $Data{"Article::CreateTime"} </td> </tr> However, no value gets displayed opposite "Date:". But if I substitute SenderType or ArticleID in place of CreateTime I do get appropriate values displayed. I don't much understand Perl, but my guess was that AgentZoomBody.dtl accessed the data put together by AgentZoom.pm here: # article data my %Article; $Article{ContentPath} = $$Data{content_path}, $Article{ArticleType} = $$Data{article_type}; $Article{SenderType} = $$Data{sender_type}; $Article{ArticleID} = $$Data{id}; $Article{From} = $$Data{a_from} || ''; $Article{To} = $$Data{a_to} || ''; $Article{Cc} = $$Data{a_cc} || ''; $Article{Subject} = $$Data{a_subject} || ''; $Article{Body} = $$Data{a_body}; $Article{CreateTime} = $$Data{create_time}; Am I mistaken? If so, how can I get at the individual articles' creation times. I'm using 1.1.1-01. Jim

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