October 2004 - otrs - OTRS mailing lists

Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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Pending auto close
by Stefan Testa 03 Dec '04

03 Dec '04

Ok. This feels like a very stupid question, but what is the difference between "Pending auto close +" and "Pending auto close -"? Stefan

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problem running two instance of otrs on one server
by Tripal Jadeja 05 Nov '04

05 Nov '04

Hello to all, Information: OS: debian linux Webserver: Apache Otrs Version: 1.3.1 I have apache configured for several name based virtual web servers. I have installed first instance of otrs with following config. INSTANCE ONE: Otrs base dir: /opt/otrs Otrs database: otrs Otrs SystemID: 10 $Self->{LogModule} = 'Kernel::System::Log::SysLog'; Otrs Webcofnig: <VirtualHost IPaddr> ServerAdmin user(a)domain.com DocumentRoot /opt/otrs/var/httpd/htdocs/ ServerName webserver.domain.com Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <IfModule mod_perl.c> <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> </IfModule> </VirtualHost> Configuration for Second instance of otrs on same server. INSTANCE TWO: Otrs base dir: /opt/otrs1 Otrs database: otrs1 Otrs SystemID: 20 $Self->{LogModule} = 'Kernel::System::Log::SysLog'; Otrs Webcofnig: <VirtualHost IPaddr> ServerAdmin user(a)domain.com DocumentRoot /opt/otrs1/var/httpd/htdocs/ ServerName webserver1.domain.com Alias /otrs-web/ "/opt/otrs1/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs1/bin/cgi-bin/" <IfModule mod_perl.c> <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> </IfModule> </VirtualHost> Now the problem. 1) The following is snip for syslog view of otrs INSTACE TWO. Wed Oct 15 16:24:43 2004 notice OTRS-CGI-20 User: one doesn't exist or is invalid!!! (REMOTE_ADDR: 10.0.0.121) Wed Oct 15 16:24:35 2004 notice OTRS-CGI-20 User: one doesn't exist or is invalid!!! (REMOTE_ADDR: 10.0.0.121) Wed Oct 15 16:24:23 2004 notice OTRS-CGI-20 SessionID: '1097041a8720ba67004a2115157269fdae' is invalid!!! Wed Oct 15 16:20:59 2004 notice OTRS-CGI-20 User: two authentication ok (REMOTE_ADDR: 10.0.0.101). Wed Oct 15 16:18:38 2004 notice OTRS-CGI-20 User: three doesn't exist or is invalid!!! (REMOTE_ADDR: 10.0.0.131) Wed Oct 15 16:18:27 2004 notice OTRS-CGI-20 User: three doesn't Problem here is user one and two have NEVER tried to login to otrs instance two. I have checked the web server log I do not find any access entry from ip address 10.0.0.121 or 10.0.0.131 to web server of otrs instance two. I do not understand hows this happening. 2) users on otrs instance two are getting logged out suddenly with error session is invalid. I have changed the config for sessions on instance two. $Self->{SessionModule} = 'Kernel::System::AuthSession::DB'; $Self->{SessionName} = 'Session'; $Self->{SessionCheckRemoteIP} = 1; $Self->{SessionDeleteIfNotRemoteID} = 1; $Self->{SessionMaxTime} = 8*60*60; $Self->{SessionMaxIdleTime} = 4*60*60; $Self->{SessionDeleteIfTimeToOld} = 1; $Self->{SessionUseCookie} = 1; $Self->{SessionUseCookieAfterBrowserClose} = 0; But does not help. Users are still getting kicked out with error message invalid session. There are NO problems on otrs instance ONE. Mit freundlichen Grüßen, Tripalsinh Jadeja Systems Administrator Icompo.net GmbH Phone: +49-331-20136185 Fax : +49-331-20136485

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Re: [otrs] Line wrap problems
by Robert L Mathews 02 Nov '04

02 Nov '04

At 10/26/04 10:06 PM, Robert Kehl <mailinglists(a)robertkehl.de> wrote: >Robert L Mathews schrieb: >> (The same goes for bug 518: OTRS is almost unusable with PostgreSQL as >> the backend with a large number of tickets, so I submitted a patch that >> fixes the schema to speed up OTRS dramatically and make OTRS work >> properly. But the patch appears to be languishing and is in danger of >> getting out of date so that it doesn't apply cleanly any more.) > >ACK, ACK, ACK! > >When it comes to a few 1000 tickets, a PostgreSQL database is merely not >usable anymore due to the schema used. I changed my schema without a >problem the last days and am experiencing a great improvement in >queriying the db. Durations of the queries are lowered to a third in >general, at least for the cost-intensive ones. > >[kind words snipped] > >Additionally OTRS should provide a >script to convert an existing PG database to a new, 'integered' version. If the patch is accepted to change the schema, I will gladly provide a script that can be used to alter the existing database in place, speeding up existing PostgreSQL installations dramatically. (In my case -- now at about 70,000 tickets in the system -- the changes sped up the "show me my [small number of] locked tickets" view almost 20-fold, from about ten seconds to about half a second.) -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Get customer info from a second DB
by Andreas Gunleikskås 02 Nov '04

02 Nov '04

Hi. I have installed OTRS and set it up to get customer data from my existing customer DB. This DB is set up RO as "CustomerUser1" in the config. If a user register he is added to the users in the OTRS DB. What I whould like is to get some information from the database to be wieved in the "Customer Info" fields that show up in create ticket and zoom ticket wievs. My problem is that if a user havent registered himself in the OTRS DB then the customer info don't show up. In other words the custer info isn't fetched from my existing customer DB, it is only fetched from the OTRS DB. I have tried to search the mailinglist archive for help, but haven't found any. I don't know if this is a config problem, feature problem or a bug? Is there anyone that have set up that customer info is fetched from a second DB like me? Andreas Gunleikskaas an OTRS newbe.

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Re: [otrs] Starting Apache2 Issue
by Marshall28 02 Nov '04

02 Nov '04

I don't see the http-server option in yast, or anything relating to it. Yet I know I have apache2 installed. mod-perl is installed as well, I've checked this. What option was changed in the httpd.conf text file to enable the perl-module? Perhaps we can take that route if you know thats the fix thanks marshall > Here is the error I get when trying to start Apache2. Anyone have any ideas > on what is wrong here. This occurred right after I installed OTRS. > > Starting httpd2 (prefork) Syntax error on line 10 of > /etc/apache2/conf.d/otrs.conf: > Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module > not included in the server configuration > > The command line was: > /usr/sbin/httpd2-prefork -f /etc/apache2/httpd.conf > > I'm running SuSE 9.1 with apache2 and have apache2-prefork installed. Anyone > know what I'm missing here? > This came up in a thread a couple of weeks ago. Here is what Markus had to say about it. Hi TT, First of all you have to enable the module "perl" in your apache Configuration. This can be done with YaST. YaST -> Network Services -> HTTP-Server -> Module -> perl After that you have to restart your apache. Then you have to check that Apache, MySQL and otrs will be startet at Boottime (YAST -> Runlevel Editor) After these steps you can install otrs with the Webinstaller. Regards, Markus Ruecker _______________________________________________ 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 f|r Ihr OTRS System? => http://www.otrs.de/

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Preferences: "my queues"
by Andreas Rittershofer 31 Oct '04

31 Oct '04

I selected some of the queues as "My Queues". But when there is a ticket in another queue, in a queue I didn't select as "My Queues", the ticket is shown to me nevertheless. This is a behavior I cannot understand. I expected that with "My Queues" I'm selecting the queues of which tickets are shown to me. mfg ar -- Online-Kurs "Computernetzwerke": http://www.OntoLearn.de/moodle

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Can't connect to syslog when using File logging????
by kalldrex-otrs＠yahoo.com 30 Oct '04

30 Oct '04

I have logging set to file, and it's logging to that file. Today I decided to test out the phone ticket system (since I never ran it before, want to amke sure everything works before this goes live). After clicking "search customer" button on it after entering part of an email I get the "Cannot connect to syslog" error. Why am I getting this error when it shouldn't be using syslog at all? --Matthew Shapiro

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Automatic Drop of Old Sessions ?
by Franz Ferdinand Esberger 30 Oct '04

30 Oct '04

Hello everybody, In my error.log i found the following line Message: Can't write session data. Max. size (358400 Bytes) of SessionData reached! Drop old sessions! so i took a look at Session Management where I have approx 600 Customer Sessions opened, but only 300 unique; so i thought about a way to kill the old sessions automatically. Tryed generic agent, but had no luck cause there is no option to kill Sessions. I have OTRS 1.3.1 installed. Any suggestions on this point ? Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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