January 2004 - otrs - OTRS mailing lists

[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68
by Andreas Bublitz 19 Jan '04

19 Jan '04

Hey everyone, I've installed "OTRS 1.1.3 for Win32 Beta4" on a Windows 2000 computer. The installation seemed to work out. (There is just that Apache error, which is normal according to the installation guide.) When I create a new user or reply to an email, I get this error message "[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68". I didn't know how to get rid of this error, so I installed OTRS on a different computer running Windows 2000. Same mistake. After that I installed OTRS on a Win XP Home computer, but I am still getting this error message. Does anyone have a solution for this problem? Thanks in advance for any help, Andi Bublitz

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[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68
by Andreas Bublitz 19 Jan '04

19 Jan '04

Hey everyone, I've installed "OTRS 1.1.3 for Win32 Beta4" on a Windows 2000 computer. The installation seemed to work out. (There is just that Apache error, which is normal according to the installation guide.) When I create a new user or reply to an email, I get this error message "[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68". I didn't know how to get rid of this error, so I installed OTRS on a different computer running Windows 2000. Same mistake. After that I installed OTRS on a Win XP Home computer, but I am still getting this error message. Does anyone have a solution for this problem? Thanks in advance for any help, Andi Bublitz

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RE: [otrs] Configuring users from Mozilla
by Horna, Thomas 19 Jan '04

19 Jan '04

hi, I am using Firebird ( 0.7 version )and its ok... Thomas W. Horna > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Liste > Sent: Friday, January 16, 2004 12:22 PM > To: otrs(a)otrs.org > Subject: [otrs] Configuring users from Mozilla > > > Hi all, > I'm new to this list, and couldn't find a similar subject to > mine in the > archives. > > When I want to configure users from Mozilla, I get strange problems. > 1) When opening the users page, the details of a user will already be > shown, instead of a blank fields. > 2) Choosing some user for editing brings up the details that came up > with the page, not the details of that user. > > In IE it works alright, but actually, I wouldnÄt like to > switch browsers > only for editing users... > Any ideas? > > -- > Greez, > Peter Koch > mailto:liste at lala dot ath dot cx > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68
by Andreas Bublitz 19 Jan '04

19 Jan '04

Hey everyone, I've installed "OTRS 1.1.3 for Win32 Beta4" on a Windows 2000 computer. The installation seemed to work out. (There is just that Apache error, which is normal according to the installation guide.) When I create a new user or reply to an email, I get this error message "[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68". I didn't know how to get rid of this error, so I installed OTRS on a different computer running Windows 2000. Same mistake. After that I installed OTRS on a Win XP Home computer, but I am still getting this error message. Does anyone have a solution for this problem? Thanks in advance for any help, Andi Bublitz

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Postgresql unicode compatability
by Boris Ratner 18 Jan '04

18 Jan '04

Hello List! I use OTRS with POSTGRESQL where the otrs database defined as "UNICODE". I need OTRS to support messages in hebrew language (that was the main reason for UNICODE database). When i send a hebrew message encoded in UTF-8 everything is fine. The problem is that (almost) nobody uses that encoding to send e-mail , vast majority of people use "Windows-1255" and minority use "iso-8859-8" (for unkown to me reasons mozilla-mail sends hebrew mail in "iso-8859-8-i" encoding). When one of these encodings (win || iso) hits otrs@mydomain the following happens: <log extract><snip> procmail: Executing "/opt/otrs//bin/PostMaster.pl" DBD::Pg::db do failed: ERROR: invalid byte sequence for encoding "UNICODE": 0xed20e7 a t /opt/otrs/Kernel/System/DB.pm line 172. ERROR: OTRS-PM-10 Perl: 5.8.2 OS: linux Time: Tue Jan 13 02:21:47 2004 Message: ERROR: invalid byte sequence for encoding "UNICODE": 0xed20e7, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (5, 1, 3, 'Bo ris Ratner <mlug(a)ratner.mine.nu>', '', 'otrs(a)ratner.mine.nu', '', 'שלום חבר', '<40033 A37.1020402(a)ratner.mine.nu>', 'שלום אח שלי יקר! ', 'text/plain; charset=ISO-8859-8-I; format=flowed', '2004/01/13', 1, 1073953307, cu rrent_timestamp, 1, current_timestamp, 1)' Traceback (19772): Module: Kernel::System::Ticket::Article::CreateArticle (v1.27.2.3) Line: 97 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 107 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 209 Module: /opt/otrs//bin/PostMaster.pl (v1.13.2.2) Line: 99 ERROR: OTRS-PM-10 Perl: 5.8.2 OS: linux Time: Tue Jan 13 02:21:47 2004 Message: No last customer article found! </snip></log extract> No ticket/article is created and i can't tell for sure if any notification on "you missed an e-mail" was sent. If i send an utf-8 email with attachment in content type "message/rfc822" encoded with non-utf8 hebrew encoding i get the following in the logs: <snip> procmail: Executing "/opt/otrs//bin/PostMaster.pl" DBD::Pg::db do failed: ERROR: invalid byte sequence for encoding "UNICODE": 0xed20e0 at /opt/otrs/Kernel/System/DB.pm line 172. ERROR: OTRS-PM-10 Perl: 5.8.2 OS: linux Time: Sat Jan 17 09:32:58 2004 Message: ERROR: invalid byte sequence for encoding "UNICODE": 0xed20e0, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) </snip> in this case a new ticket is created BUT the only attachemnt i can see is the subject of the attached .eml file. POSSIBLE SOLUTION Now i'm working on a script to be run before ../bin/Postmaster.pl that will convert _ALL_ incoming mail to UTF-8. IMHO there is no need for ORTS to handle encodings internally - unicode works great. Please let me know on any suggestions in this matter. How does MySQL handles the same problems? Kind Regards, Boris Ratner.

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no users
by MEGA Hospedagem 18 Jan '04

18 Jan '04

Is it possible to don't need users on OTRS? I just want people to fill a form with: - Department (Sales / Support) - Name - E-Mail - Main domain (I run a hosting company) - Message - Priority that's because I wanna give support to non-clients too, like ppl with doubts on my hosting plans, or that want special plans... thanks

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Access denied
by MEGA Hospedagem 17 Jan '04

17 Jan '04

Almost resigning from installing OTRS... :( After changing all FindBin to the correct path on all .pl (because FindBin was returning "/" instead of the correct directory... probably because that's a virtual server), I was getting this message (installer.pl): mysql -u myuser -pXXX -h localhost -e "GRANT ALL PRIVILEGES ON myuser_otrs.* TO myuser_otrs@localhost IDENTIFIED BY 'YYY' WITH GRANT OPTION" false! :-( no idea why, since "myuser" is the owner of this database... I then decided to use the MySQL root user to install this and got "Database setup successful!" After that, I runned the /index.pl and when I was almost smiling... Error: Access denied for user: 'myuser_otrs@localhost' (Using password: YES) but the user was added!!! this thing gonna drive me crazy

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OTRS vs. TurnOver
by Jason Coltrin 17 Jan '04

17 Jan '04

I will give a brief demo of OTRS to our department heads and compare OTRS to a licensed helpdesk suite called "Turn Over", which runs an AS400 database back-end. Besides the obvious benefits of OTRS (web-based, price, ease of use, email filtering, and support), what are some winning features of OTRS I can highlight? Is there a way someone, who knows their ticket number, enter that number into a web-interface and check the status of a ticket? Check to see which tech has been assigned the ticket, age of the ticket, and read notes about the ticket? I understand if this was not the intent of OTRS in it's design; general public is not to have access to the system without a un/pw. One more issue is our installation does not have graphs installed. I would like to install this but I'm unfamiliar with CPAN. Our OTRS is installed on Debian and I'd like to install the graphs with as little pain as possible. Will following the steps below install graphs on the Stats page? 1. Install CPAN Modules (if needed): --------------------------------- Note: use "bin/otrs.checkModules" to get an overview of all installed and required cpan modules. a) Install the RPMs if your distributions provides RPMs for the required CPAN modules. b) Install the required modules via CPAN shell (http://www.cpan.org/) perl -MCPAN -e shell; ... install Digest::MD5 install Net::DNS install MIME::Base64 (if Perl < 5.8) ... if you plan to use an LDAP directory service you should install Net::LDAP ... install Net::LDAP ... and maybe the GD stuff (stats support, not required!) ... install GD install GD::Text install GD::Graph install GD::Graph::lines install GD::Text::Align ... Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> If you get "syntax OK" it seems to be Ok. Go ahead. Thanks very much, Jason Coltrin AGIA Inc. PCSS IV

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RE: [otrs] OTRS vs. TurnOver
by Jason Coltrin 16 Jan '04

16 Jan '04

Thanks to all for the replies. Early preparation for these types of questions makes life a little easier. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Friday, January 16, 2004 2:10 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS vs. TurnOver On Thursday, January 15, 2004 11:38 PM Jason Coltrin <JColtrin(a)agia.com> wrote: > I will give a brief demo of OTRS to our department heads and compare > OTRS to a licensed helpdesk suite called "Turn Over", which runs an > AS400 database back-end. Besides the obvious benefits of OTRS > (web-based, price, ease of use, email filtering, and support), what > are some winning features of OTRS I can highlight? Not to forget the ability to seamlessly work together with existing LDAP backends for customer and user agent data retrieval! Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Configuring users from Mozilla
by Liste 16 Jan '04

16 Jan '04

Hi all, I'm new to this list, and couldn't find a similar subject to mine in the archives. When I want to configure users from Mozilla, I get strange problems. 1) When opening the users page, the details of a user will already be shown, instead of a blank fields. 2) Choosing some user for editing brings up the details that came up with the page, not the details of that user. In IE it works alright, but actually, I wouldnÄt like to switch browsers only for editing users... Any ideas? -- Greez, Peter Koch mailto:liste at lala dot ath dot cx

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