August 2003 - otrs - OTRS mailing lists

RE: [otrs] Why can't I start the cron jobs?
by Covert, Jake 14 Aug '03

14 Aug '03

Is the OTRS team on vacation? -----Original Message----- From: Wes Plate [mailto:wes@automaticduck.com] Sent: Thursday, August 14, 2003 9:43 AM To: OTRS Subject: Re: [otrs] Why can't I start the cron jobs? On 8/14/03 1:13 AM, "Duarte Cordeiro" wrote: > Something is wrong "somewhere".... > You have a double / in the path: >>> ./Cron.sh: line 57: /opt/otrs//var/tmp/otrs-cron-tmp.4491: No such > file or directory Failed > ^ > | > Here > > You should look at the script and check where it gets the install path > (/opt/otrs/) from, and correct it. I agree. I tried replacing parts of the script, but it still complains, even though now the path looks more correct. I'm hoping someone from OTRS has an idea when they return. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.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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Info: installing GD on Redhat 9
by Duarte Cordeiro 14 Aug '03

14 Aug '03

Hi, I got some problems installing GD support on redhat 9 (maybe because I didn't do something right) but here is my workaround, if someone has the same problems and wants to give it a try. First always run otrs.checkModules.pl You should get something like: GD .... Not Installed GD::Text Not Installed Etc So, I thought to get it from CPAN... Perl -MCPAN -e shell Install GD I got a lot of error messages :) So, after some time I figured out that I had to upgrade libgd, so, just download it from: http://www.boutell.com/gd/ After ./configure I saw that I didn't had jpeg support, so again, I downloaded libjpeg src from: ftp://ftp.uu.net/graphics/jpeg/jpegsrc.v6b.tar.gz Follow the directions and install the needed libjpeg.a. Go back to gd, and run ./configure again (remember the libpath where you installed libjpeg.a) Seeing that jpeg support now is enabled, just go through the normal process of make; make install After this you can go back to perl CPAN and try to install GD again... It should all be ok. Run otrs.checkModules.pl. Output should be like: GD .... OK GD::Text Not Installed Etc Download the other CG modules from CPAN. Feel free to contact me if you need some more detail. Hope it helps, Duarte

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Install not ok
by Michiel Thalen 14 Aug '03

14 Aug '03

I've followed all the instructions but if i go to the installer.pl script i get a http 555 error. Also the index.pl script wont work. I've chmodded it to 755 and the owner is otrs:apache Its not my server config because formmail works fine in that same directory. What can be wrong? I did the libs test and it was ok.

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Integrating of other HTML pages into the OTRS helpdesk system
by Gary Chan 14 Aug '03

14 Aug '03

Hi, Where and how do I integrate other HTML pages into the current OTRS helpdesk system. I am using OTRS version 1.1.2 on Linux redhat version 7.3. Regards, Gary

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groups users and queues
by Hans Bakker 11 Aug '03

11 Aug '03

Good evening, we are using this system now for about a week and it is very good. Our customers also will like it and we would like to have more customers using the same (our) system. so we have created several users, queues and groups. We have made sure that the users and queues of company1 are in a different group as the users and queues of company2 Now however, when a user of company1 logs on and looks at a message, the 'move' dropdown at the right bottom corner also shows the queues of the other company which is in a different group. The same is true for the utilities option. can you please tell me how i can fix this? thanks in advance, Regards, Hans Bakker A-NeT Internet Services bv. (http://www.a-net.nl/english) Content Management and more.. (www.editsite.com)

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Empty-Answer - Internal Server Error
by list＠supratec.de 11 Aug '03

11 Aug '03

Hello! I think since the upgrade from 1.1.2 to 1.1.3 i receive an internal server error (in the browser window) if i click "empty answer" in the Ticket view. It takes about 1 Minute then the message appears. In the Apache Error log are the following messages: query timed out at /opt/otrs/bin/cgi- bin/../../Kernel/System/CheckItem.pm line 68 [Mon Aug 11 10:14:08 2003] [error] [client 62.208.84.131] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl Any suggestion for me? Thank you Gerhard

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Zoom fails
by Al Smith 11 Aug '03

11 Aug '03

Hello. I have been unable to make the zoom link work; it returns after a second or two with an apache "internal server error" message. In the log file, I see the following: OTRS-CGI-10[568842]: [Error][Kernel::Modules::AgentZoom::Run][Line:163]: Out of memory. Restart daemon and try again (needed 65528 bytes), 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, sp.id as priority_id, 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, st.customer_user_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 If I try and run that query by hand, the mysql server starts to consume many megabytes of memory and eventually dies. I established that "SELECT sa.id FROM article sa, ticket st WHERE sa.ticket_id = st.id" returns immediately, and with the expected result. Today I upgraded from mysql-3.23.57 to 4.0.14. Now the mysql server dies (and is restarted by mysqld_safe) upon receiving that request: OTRS-CGI-10[571691]: [Error][Kernel::Modules::AgentZoom::Run][Line:163]: Lost connection to MySQL server during query, SQL: 'SELECT sa.id, ... Only on Friday I reinstalled the entire OTRS system (including erasing and re-initialising the database) during an upgrade to 1.1.3. 1.1.2 suffered from the same problem. The apache webserver is 1.3.28. Perl is 5.6.0. OS is IRIX 6.5.20m. The database runs on linux 2.4.21, and is mysql-4.0.14. Any clues would be greatly appreciated! Best, Al. PS: mysql.err says: thd=0x8805a78 Attempting backtrace. You can use the following information to find out where mysqld died. If you see no messages after this, something went terribly wrong... Cannot determine thread, fp=0xbe7fedd8, backtrace may not be correct. 0x80e2edf handle_segfault + 423 0x40036144 _end + 935093244 0x8109629 mysql_select__FP3THDP13st_table_listRt4List1Z4ItemP4ItemP8st_orderT4T3T4UlP13select_result + 6921 0x8115d33 handle_select__FP3THDP6st_lexP13select_result + 95 0x80eed38 mysql_execute_command__Fv + 976 0x80f26d5 mysql_parse__FP3THDPcUi + 565 0x80edec9 dispatch_command__F19enum_server_commandP3THDPcUi + 1461 0x80f3bfd do_command__FP3THD + 153 0x80ed14e handle_one_connection + 634 0x4003310c _end + 935080900 0x401d160a _end + 936777922 New value of fp=(nil) failed sanity check, terminating stack trace! thd->query at 0x8853610 = 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, sp.id as priority_id, 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, st.customer_user_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.id = sa.article_type_id AND sp.id = st.ticket_priority_id AND sl.id =

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Mod_perl is installed! What now?
by Wes Plate 09 Aug '03

09 Aug '03

This has been a trial setting up a server with mod_perl. Well, it is finally done. Well, almost done. In the README.webserver, I'm looking at the section: "With mod_perl (speed!): You may want to use a mod_perl startup script. " Fine, but how do I set that up? What file(s) do I change so that the otrs script is used? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Gael L'HOPITAL est absent
by glhopital＠helpline.fr 08 Aug '03

08 Aug '03

Je serai absent(e) du 08/08/2003 au 01/09/2003. Je répondrai à vos messages à mon retour. Si votre demande revêt un caractère d'urgence, contactez directement à Pierre Biragnet.

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Fw: email to groups issue
by Sean Ellicott 08 Aug '03

08 Aug '03

Hello I am having a problem with email notifications. I have configured a queue and assigned a group to it the groups contains 6 people and all have read/write access to the group the problem is when the queue pops down a new emailed ticket, OTRS only issues a new ticket notification email to three people in the group (its always the same three users) When I remove one of those users from the group and send a new ticket request the same three users still get the new ticket notification (even though the database says they are no longer part of the group). Thank you in advance Sean Ellicott

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