January 2004 - otrs - OTRS mailing lists

RE: [otrs] SetPermissions.sh bug..
by Thau Thai 16 Jan '04

16 Jan '04

Sorry for the hassle. I was getting 'Permission denied at /opt/otrs/bin/mkStats.pl line 194.' This is the error message from crontab when it was trying to execute the mkStats.pl file. I thought if I execute the SetPermissions.sh file it might fix it but got worst. I reinstalled the Linux OTRS rpm package and seems to have fixed it. Please excuse me, as I am still new to Linux. This OTRS system has taught me heaps. I have been trialling the OTRS Win32 version and got all of that working. Now testing it all out on a Linux 9 machine, so far so good. Thanks for your help from previous help requests. Regards, Thau. -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Friday, 16 January 2004 4:13 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] SetPermissions.sh bug.. On Friday, January 16, 2004 2:18 AM Thau Thai <Thau.Thai(a)cydn.com.au> wrote: > After executing the SetPermissions.sh I get the error shown below. > There are problems with my OTRS. Did anyone had this same problem, is > there a fix? What exactly did you execute? Why did you do it? 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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installing on virtual server
by MEGA Hospedagem 16 Jan '04

16 Jan '04

Hello, I run a hosting company, and I'd like to install OTRS to support my clients. But I don't want to install OTRS "globally" on the system. I just want to install it on the main account of my site ( /home/myaccount/ ). Is it possible? Is there a tutorial for that? The ones I read just teached how to install it as root Thanks, Luís Fernando

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SetPermissions.sh bug..
by Thau Thai 16 Jan '04

16 Jan '04

After executing the SetPermissions.sh I get the error shown below. There are problems with my OTRS. Did anyone had this same problem, is there a fix? Thanks. Thau. -----Original Message----- From: Cron Daemon [mailto:root@trinity.cydn.net.au] Sent: Friday, 16 January 2004 11:10 AM To: Thau Thai Subject: Cron <otrs@trinity> $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Fri Jan 16 11:10:04 2004 Message: Can't write /opt/otrs/var/log/TicketCounter.log: Permission denied Traceback (2774): Module: Kernel::System::Ticket::Number::DateChecksum::CreateTicketNr (v1.8.2.1) Line: 85 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 80 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 209 Module: main::FetchMail (v1.9.2.2) Line: 169 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 Can't write /opt/otrs/var/log/TicketCounter.log: at /opt/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 89.

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Moving lots of tickets to a new queue
by travis＠cloudmark.com 15 Jan '04

15 Jan '04

We have a few queues that contain hundreds of email messages that we would like to move to another queue. Is there a way to move all messages in a queue to another queue? Thank you Travis ________________________________ I've stopped 53,041 spam messages. You can too! One month FREE spam protection at www.cloudmark.com <http://www.cloudmark.com/spamnet?v1> <http://www.cloudmark.com/spamnet?v1>

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lapsing of clients
by Leonardo Amezquita 15 Jan '04

15 Jan '04

I wish to assign a time of lapsing to a client so that soon of this time cannot enter to the system is this possible one thanks you

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AD authentication (I had to change LDAP.pm?)
by Eivind Arnesen 15 Jan '04

15 Jan '04

Hi folks, In order to authenticate customers against active directory, I had to modify /opt/otrs/Kernel/System/CustomerAuth/LDAP.pm. if (!$LDAP->bind(dn=>'validuser@mydomain,mydomain', password=>'validpassword')) { instead of: if (!$LDAP->bind(dn => $Self->{SearchUserDN}, password => $Self->{SearchUserPw})) I expect that this should not be neccessary.... Eivind

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SuSE 9.0 and OTRS RPM Install Failure
by L. Mark Stone 14 Jan '04

14 Jan '04

We just rebuilt our internal OTRS server with SuSE 9.0, which installs Apache2 by default. When we went to install the 1.1.3 OTRS rpm, we got an error regarding two missing dependencies for apache and mod_perl. Since we have Apache2 installed, and all of the perl stuff for it, can we safely install the OTRS rpm with "nodeps" (or should we build from source)? Perhaps the better first question to ask is if OTRS will run on Apache2! Thanks! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.com

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RE: [otrs] AGE is incrementing after the case/ticket isclosesucc esfull by admin or customer
by Grimes, David 14 Jan '04

14 Jan '04

Okay, I want to interject one analogy here... Consider human life as a ticket.... If a person were to be closed a.k.a die... they are said to have died at 75yrs of age. Follow the concept there? I just think that if a ticket were closed it's time has stoped. When I think of age I think of how long a ticket was open. Meaning since new status to closed status... not necessarily how much time has passed on earth since it was created ;) Regards DG -----Original Message----- From: Deepen Dhulla [mailto:deepen@technoinfosys.com] Sent: Tuesday, January 13, 2004 2:52 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer Thanks Tom for your kind help/tips. Have a nice day. Regards Deepen. > Hi Deepen, > > It is exactly as Robert says: you cannot stop time. > > Without getting into some kind of meta-discussion, the question is how do > you define 'Age'? In the case of the Customer ticket overview it is > nothing > more than the difference between the creation time of the ticket and the > moment it's status is displayed. The ticket age is not something that is > being kept track of in the database so it is not something that you can > 'start' or 'stop'. > > If you insist on showing closed tickets to the customer the only > suggestion > I could give you is to display something like 'Not applicable' in the > ticket > status table when the ticket is closed (IMHO age is not of any interest > anymore when the ticket is closed anyway). You can do something like this > in > Kernel::Output::HTML::Customer in the CustomerStatusViewTable routine. > Change line: > $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; > > To something like: > if ($Param{State} =~ /[Cc]lose/) { > $Param{Age} = 'N/A'; > } > else { > $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; > } > > Of course this is a rather crude way as it depends on the actual name of > the > ticket state that may vary depending on your configuration. Also sorting > on > the age will look rather strange, as it will still sort on the actual age > value. > > If you want to show the 'real' age (whatever that may mean of course.. :) > ), > you would need to calculate the difference between the time of creation of > the ticket and the time it is closed. You can get that from the > ticket_history table, but this requires quite some digging into the code > and > you need to be very careful not to interfere with other parts of the > system. > > Good luck, > Tom > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Deepen Dhulla > Sent: dinsdag 13 januari 2004 15:29 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] AGE is incrementing after the case/ticket is > closesuccesfull by admin or customer > > > if the case / ticket is closed , the age should also stop. > which is not...and its need as its creating a wrong impression of case is > yet open and not solved. how to one achive this which code-file to touch > so tha after close time it does not increment. > > As i am facing this problem from lots of customer and internally for > sirect summary view. > > any suggestions or tips are welcomed. > > have a nice day! > > Deepen. > > > > > >> On Monday, January 12, 2004 7:09 PM >> Deepen Dhulla <deepen(a)technoinfosys.com> wrote: >>> AGE is incrementing after the case/ticket is close succesfull by >>> admin or customer >>> How to stop this ?? after close. >> >> You can't stop that. Time is unstopable. >> >>> how to remove age from first page of customer. >> >> Have a look in the responsible files: in >> /opt/otrs/Kernel/Output/HTML/Standard/Customer*.dtl >> >>> what does pending auto clise + & - means >> >> auto close+ = close ticket successfully and automatically >> auto close- = close ticket UNsuccessfully and automatically >> >>> with relations to prending date ? >> >> That's the point in time where the above is performed. >> >>> where is the work unit caclulated. >> >> It get's calculated from the ticket's life spawn. >> >>> where can i get detail manual for otrs or simlair concept >> >> http://doc.otrs.org/ >> >> hth, >> >> 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/ >> >> > > _______________________________________________ > 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/ > > _______________________________________________ > 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/ > > _______________________________________________ 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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RE: [otrs] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer
by Seigafuse, Mike 14 Jan '04

14 Jan '04

I think arguments can be made on both sides of this discussion. But, it is possible to obtain the information you really want by using a SQL query something like this: select avg(TO_DAYS(t.change_time) - TO_DAYS(t.create_time)) from ticket t, ticket_state ts, queue q where t.ticket_state_id = ts.id and ts.id in (2,10) and q.name = 'YOUR QUEUE NAME'; Or modify this query to do something different. The point being you can get the reports you want via SQL without having to change the way the system works... Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Grimes, David Sent: Wednesday, January 14, 2004 10:49 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer Okay, I want to interject one analogy here... Consider human life as a ticket.... If a person were to be closed a.k.a die... they are said to have died at 75yrs of age. Follow the concept there? I just think that if a ticket were closed it's time has stoped. When I think of age I think of how long a ticket was open. Meaning since new status to closed status... not necessarily how much time has passed on earth since it was created ;) Regards DG -----Original Message----- From: Deepen Dhulla [mailto:deepen@technoinfosys.com] Sent: Tuesday, January 13, 2004 2:52 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer Thanks Tom for your kind help/tips. Have a nice day. Regards Deepen. > Hi Deepen, > > It is exactly as Robert says: you cannot stop time. > > Without getting into some kind of meta-discussion, the question is how do > you define 'Age'? In the case of the Customer ticket overview it is > nothing > more than the difference between the creation time of the ticket and the > moment it's status is displayed. The ticket age is not something that is > being kept track of in the database so it is not something that you can > 'start' or 'stop'. > > If you insist on showing closed tickets to the customer the only > suggestion > I could give you is to display something like 'Not applicable' in the > ticket > status table when the ticket is closed (IMHO age is not of any interest > anymore when the ticket is closed anyway). You can do something like this > in > Kernel::Output::HTML::Customer in the CustomerStatusViewTable routine. > Change line: > $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; > > To something like: > if ($Param{State} =~ /[Cc]lose/) { > $Param{Age} = 'N/A'; > } > else { > $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; > } > > Of course this is a rather crude way as it depends on the actual name of > the > ticket state that may vary depending on your configuration. Also sorting > on > the age will look rather strange, as it will still sort on the actual age > value. > > If you want to show the 'real' age (whatever that may mean of course.. :) > ), > you would need to calculate the difference between the time of creation of > the ticket and the time it is closed. You can get that from the > ticket_history table, but this requires quite some digging into the code > and > you need to be very careful not to interfere with other parts of the > system. > > Good luck, > Tom > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Deepen Dhulla > Sent: dinsdag 13 januari 2004 15:29 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] AGE is incrementing after the case/ticket is > closesuccesfull by admin or customer > > > if the case / ticket is closed , the age should also stop. > which is not...and its need as its creating a wrong impression of case is > yet open and not solved. how to one achive this which code-file to touch > so tha after close time it does not increment. > > As i am facing this problem from lots of customer and internally for > sirect summary view. > > any suggestions or tips are welcomed. > > have a nice day! > > Deepen. > > > > > >> On Monday, January 12, 2004 7:09 PM >> Deepen Dhulla <deepen(a)technoinfosys.com> wrote: >>> AGE is incrementing after the case/ticket is close succesfull by >>> admin or customer >>> How to stop this ?? after close. >> >> You can't stop that. Time is unstopable. >> >>> how to remove age from first page of customer. >> >> Have a look in the responsible files: in >> /opt/otrs/Kernel/Output/HTML/Standard/Customer*.dtl >> >>> what does pending auto clise + & - means >> >> auto close+ = close ticket successfully and automatically >> auto close- = close ticket UNsuccessfully and automatically >> >>> with relations to prending date ? >> >> That's the point in time where the above is performed. >> >>> where is the work unit caclulated. >> >> It get's calculated from the ticket's life spawn. >> >>> where can i get detail manual for otrs or simlair concept >> >> http://doc.otrs.org/ >> >> hth, >> >> 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/ >> >> > > _______________________________________________ > 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/ > > _______________________________________________ > 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/ > > _______________________________________________ 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/ _______________________________________________ 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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AGE is incrementing after the case/ticket is close succesfull by admin or customer
by Deepen Dhulla 13 Jan '04

13 Jan '04

AGE is incrementing after the case/ticket is close succesfull by admin or customer How to stop this ?? after close. how to remove age from first page of customer. what does pending auto clise + & - means with relations to prending date ? where is the work unit caclulated. where can i get detail manual for otrs or simlair concept

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