July 2003 - otrs - OTRS mailing lists

External DB
by Michael Rojas 22 Jul '03

22 Jul '03

Greetings, all... I've got OTRS running on an old Pentium 233 with 64MB of RAM, and it's awesome! However, I'm also trying to set it up on a faster PII/400, but I'm trying to use an external database on this other system. I've modified the /Kernel/Config.pm to connect to the remote MYSQL server, but I get the following error in Apache: [Wed Jul 16 10:31:37 2003] [error] Can't locate object method "splitpath" via package "File::Spec" at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 306. Would anyone have any ideas as to what this error means? The MYSQL server that I'm trying to connect to is the same one that is running my working installation of OTRS. Also, I set up OTRS to connect to the local MYSQL, and it works just fine. It's just when I try to connect to the external DB. By the way, I struggled to set up OTRS the first time for a long time, and after much intensive researching I discovered that it was because I didnt' have Apache::DBI installed. I wonder if this module could be added as a necessary one to the documentation to help other newbies in the future? Any help is greatly appreciated. OTRS ROCKS! Michael Rojas, Systems Admin. South Texas Internet 956.504.5252 www.ies.net Some dream of success... Others work hard at it. --- [South Texas Internet scanned this E-mail for viruses using Declude Virus]

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Customer Interface does not work well
by Daniel Schönland 21 Jul '03

21 Jul '03

Hello, for some reasons my customer.pl file don't want to work well! :-( It's possible to create users and so on, but the system don't send the password to the user-account. Also the password recovery does not work. Does anyone know, what to do? Regards, Dan -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

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reply above the quoted text
by Matthias Spang 21 Jul '03

21 Jul '03

Hi @all, I want to place the auto-answer text above the quoted text. But I don't find the right switch to turn this on. Thanks in advanced, Best regards Matthias -- Matthias Spang -------------------------- equinux Inc. http://www.equinux.com 1-888-equinux

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Install otrs as RPM
by web4.hm - Peter Padberg 21 Jul '03

21 Jul '03

Hi folks! After I want to upgrade to the new otrs1.1.3 I became the same fault in the past installation: <SNIPP> olga:/home/peterpa # rpm -U otrs-1.1.3-01.i386.rpm error: failed dependencies: fetchmail is needed by otrs-1.1.3-01 olga:/home/peterpa # rpm -U --nodeps otrs-1.1.3-01.i386.rpm Check OTRS user (/etc/passwd)... otrs exists. Exception in ../SRC/services.c, line 299 concerning file not opened [...] <SNAPP> I have NO postfix on my Server. I changed my postfix into djb-qmail. So, otrs works fine on our platform and I have no trouble with it, but I want to ask perhaps an CORE devoloper if it is really urgent to run fetchmail on the system? Viele Grüße, Peter! -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________

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Internal Server Error
by Daniel Schönland 20 Jul '03

20 Jul '03

Hello there, when I try to share a ticket with another user, I get an Internal Server Error (500). I guess, it's because some files don't have the right rights. Any hints? Thanks in advance, Dan -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11

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Response while quoting another agent response
by Moshe Livne (Leibovitch) 17 Jul '03

17 Jul '03

Hi everyone, First, a suggestion regarding the newsgroup digest : It would be very convenient if I could go from the digest directly to the web interface for each message in the digest. Something like http://www.mail-archive.com/otrs%40otrs.org/msg01515.html Second, our support agents has brought up the following problem: sometimes a junior agent reply, and than a senior agent reviews his answer and has comments related to the answer that he would like to forward to the customer. Currently, it is not possible to "answer" when you are focused on agent reply. If they go back to the customer answer and reply, they can't relate to the other answer text (only cut and paste, and than you don't get nice ">", etc). I think I can do that myself, but as I think this is a general thing and my perl is not that good, it might be better to be doing it by someone else. Regards, Moshe

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TicketHookDivider support for 1.1.3
by Paul 17 Jul '03

17 Jul '03

Hi all, I have modified OTRS to include TicketHookDivider support in version 1.1.3 (listed in the TODO and slated for 1.2). After applying the patch, you will be able to alter the default TicketHook/TicketNumber divider from ": " to whatever you'd like. I use "-" to prevent Outlook and other programs from confusing our TicketHook with "Re:" For example, instead of "[Ticket#: 1234567890]" appearing in the subject, it will now show "[Ticket#<TicketHookDivider>1234567890]". I've also modified the regexes in the AutoIncrement, Date, DateChecksum, and Random ticket generator pm files to recognize the ticket number regardless of the value for TicketHookDivider (in the event that you change it tickets will continue going to the proper place). It will also move the "Re:" that is appended to replies to the very beginning of the subject, instead of at the end of the TicketHook and number to prevent an endless loop of "Re:" from appearing in the subject line when dealing with MS clients. I tried sending the patch file as an attachment, however the message was rejected for being too large. Unless someone here knows how to make diff make smaller files, I guess that's not an option. Hope this is useful for someone else, Paul

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Follow-Up Problem
by Stefan Pampel 16 Jul '03

16 Jul '03

Hello ML, If someone sends an email to my otrs-system, a ticket is created (as expected). Now someone answers this ticket and sends a RE: mail to the customer. If the customer sends a replay to THIS email, no new ticket is created, only the otrs user who sent the first reply has a new message. Is it possible to tell OTRS to show these followups in the queue view for every otrs-user? -Stefan

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autoresponders
by Kieran Fulke - Sun Remote Monitoring Centre 16 Jul '03

16 Jul '03

I'm having a problem getting auro-respond / new ticket emails to work. i think i i have everything in the right places, but the otrs.log only shows that a new ticket is being generated, and nothing about sending out an email auto-response. any way i can make the debug noisy to see whats going on, or anything else you can suggest? regards kieran

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RE: [otrs] Siebel integration, kind of...
by Patrick Zwahlen 16 Jul '03

16 Jul '03

Hi Martin and others, The more I work with Siebel, and the more I think I will need OTRS to replace it in the near future... Instead of having two different numbering modules, I would propose the following: Attached to this e-mail, you will find a list of the current Siebel tickets in our system. They all start with a '1', and then there is a '-', and then 5 characters which increase from 1 to 9 and then from A to Z. I would create a new numbering scheme: 'x-xxxxx', where 'x' can be any of 0123456789ABCDEFGHIJKLMNOPQRSTUVWXYZ I would patch Postmaster.pl, so that an incoming e-mail with a subject that EXACTLY matches 'New SR: 1-A7ZB2' would create a new ticket with the number '1-A7ZB2', instead of a new ticket with the next available number in the numbering scheme. Then if an incoming e-mail DOESN'T match this string, or if we open a ticket by a phone call, then I would just make the first character of the ticket number a LETTER instead of a NUMBER. ie 'A-1G4X3'. This way, we know that if the ticket starts with a LETTER, then it's an internal OTRS ticket, and if it starts with a NUMBER, then it's a ticket matching a Siebel ticket. Do you understant where I would like to go ? Do you see this as easier than having TWO numering schemes ? Do you know someone who has nothing else to do than writing such a numering module ;-) ? I am sorry for this request which might be a bit strange, but just imagine that we are at the moment handling about 20 tickets per day, most of them containing firewall information (routing tables, policy screenshots...) with a CRM system which costs millions of $$$, which has a limitation of 800 characters for an action entry on a ticket, and which doesn't support file attachement (at the moment). Thx again for your incredible support... BR, - Patrick - > -----Original Message----- > From: Patrick Zwahlen [mailto:Patrick.Zwahlen@eu.didata.com] > Sent: lundi, 14. juillet 2003 13:36 > To: 'otrs(a)otrs.org' > Subject: RE: [otrs] Siebel integration, kind of... > > > > > I would first try to understand this #§¬@! Siebel numbering > > logic. And > > > I would also prefer to turn this into a general > > improvement, instead > > > of a very specific feature... if possible ! > > > > This would be possible and more appreciated by the community! :) > > Right ! I just forgot to mention that I *used* to be a > programmer, but I fear I have now crossed the dark line of > management ;-))) > > BR, - Patrick - > > > ______________________________________________ > DISCLAIMER > This email and any files transmitted with it, including > replies and forwarded copies (which may contain alterations) > subsequently transmitted from the Company, are confidential > and solely for the use of the intended recipient. It may > contain material protected by attorney-client privilege. The > contents do not represent the opinion of Dimension Data > Switzerland except to the extent that it relates to their > official business. If you are not the intended recipient or > the person responsible for delivering to the intended > recipient, be advised that you have received this email in > error and that any use is strictly prohibited. If you are not > the intended recipient, please advise the sender by return > e-mail, then delete this message and any attachments. > Dimension Data Switzerland : http://www.ch.didata.com > > _______________________________________________ > 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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