October 2004 - otrs - OTRS mailing lists

SQL Code for Statistics Anyone?
by Varsani, Rajendrakumar (PSD) 18 Oct '04

18 Oct '04

Hello, oh well-regarded and friendly people (yes, flattery, why not? (also happens to be true)). We've started to query the OTRS (MySQL) database to get some quarterly statistics out with regards to percentage of calls closed in target, total number of calls per queue etc. It occurred to me that one or more for your guys may well have a useful selection of SQL queries already. Would anyone like to share their (royalty-free) code? Thanks in advance Rajendrakumar Varsani BSc (Hons) Information Technology Branch Pesticides Safety Directorate Room 134, Mallard House, Kings Pool, 3 Peasholme Green, York, UK, Y01 7PX Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: (Orange) 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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Upgrading from 1.1.3 to 1.3.2
by Bakari Allen 18 Oct '04

18 Oct '04

Greetings, I am looking for any advice or direction concerning a planned upgrade of our system from v1.1.3 to v1.3.2. We currently have OTRS installed on SuSE v8.2 with MySQL v3.23.55-Max. After reviewing the demo system and a few of the upgrades, I'd like to get our system up-to-date. Aside from backing up my database information and my files, what other steps must I take to successfully upgrade the system? In searching the lists, I see a lot of information concerning upgrades from 1.2 to 1.3, but none from 1.1.3 to 1.3.2. One suggestion listed updating the databases, but I am not sure where to get the database information to upgrade our db from 1.1.3 to 1.2.4 before going up to 1.3.2. Any assistance would be greatly appreciated. Thanks, Bakari A. Allen Director of Information Technology Jackson and Hardwick Alpharetta 770.625.0200 678.802.0267 - fax NOTICE: THIS COMMUNICATION MAY CONTAIN PRIVILEGED OR OTHER CONFIDENTIAL INFORMATION. IF YOU ARE NOT THE INTENDED RECIPIENT, OR BELIEVE THAT YOU HAVE RECEIVED THIS COMMUNICATION IN ERROR, PLEASE DO NOT PRINT, COPY, RETRANSMIT, DISSEMINATE, OR OTHERWISE USE THE INFORMATION. ALSO, PLEASE INDICATE TO THE SENDER THAT YOU HAVE RECEIVED THIS COMMUNICATION IN ERROR, AND DELETE THE COPY YOU RECEIVED. THANK YOU.

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problem with OTRS sending mail!!
by Mercator GmbH 18 Oct '04

18 Oct '04

I am using OTRS for a 7 months now, without any problems. For 4 days now, I can NOT send any mail, neither new nor reply to an incoming mail !!!!! Here is what it says: Error: Can't open file: 'article_plain.MYD'. (errno: 145), SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (15211, 'Content-Type: text/plain\; charset=iso-8859-15 Content-Disposition: inline ____ further more down, it repeats and says: ERROR: OTRS-CGI-10 Perl: 5.6.0 OS: linux Time: Fri Oct 15 15:25:26 2004 Message: Can't open file: 'article_plain.MYD'. (errno: 145), SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (15211, 'Content-Type: text/plain\; charset=iso-8859-15 HOW come and how can I solve this??? Thanks, Marc

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RE: [otrs] ldap configured Config.pm begging, =)
by Pete McDonnell 18 Oct '04

18 Oct '04

Please check the archives of this list. You can do a google search through the lists server by specifying site:lists.otrs.org as part of your search query. - Pete McDonnell > -----Original Message----- > From: Erol YILDIZ [mailto:erol@kemerkoy.k12.tr] > Sent: Monday, October 18, 2004 9:49 AM > To: User questions and discussions about OTRS. > Subject: [otrs] ldap configured Config.pm begging, =) > > Hi, > > Can someone who uses OTRS with ldap authentication for > customers send me their Config.pm. > > Thanks.. > -- > Erol YILDIZ > HEV Okulları Kemerköy IT Departmanı > http://www.kemerkoy.k12.tr > _______________________________________________ > 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 fr Ihr OTRS System? > => http://www.otrs.de/ >

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Sent filed empty
by Daniel Balan 18 Oct '04

18 Oct '04

Hello guys, I just updated to OTRS 1.3.1 and I can see in the email client that the email messages that are sent by OTRS have the Sent filed empty. Any ideas? Cheers, Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

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ldap configured Config.pm begging, =)
by Erol YILDIZ 18 Oct '04

18 Oct '04

Hi, Can someone who uses OTRS with ldap authentication for customers send me their Config.pm. Thanks.. -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

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Problems with stats...
by Espen Stefansen 18 Oct '04

18 Oct '04

Hi I just upgraded from 1.2.3 to 1.3.1, but the new stats doesn't work. If i choose the graph, it says: "Warning. No data for this time selection available!" But i chose for a month i got lots of tickets. And if i choose CSV, it just lists the dates. In my errorlog it says: ERROR: For SELECT DISTINCT, ORDER BY expressions must appear in target list, SQL: 'SELECT DISTINCT(th.ticket_id) FROM ticket_history th WHERE th.create_time <= '2004-10-31 23:59:59' AND th.create_time >= '2004-10-01 00:00:01' ORDER BY th.create_time DESC LIMIT 50000' Can somebody help?? Regards Espen Stefansen

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Change 'Notification Master' email address
by Alex Newnham 18 Oct '04

18 Oct '04

Hello I'm trying to change the email address that OTRS uses as its "From:" address when it sends notifications to agents. Can anyone help? I'm using v 1.3.1 Many thanks Alex

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OTRS and LDAP integration
by Raphaël 'SurcouF' Bordet 17 Oct '04

17 Oct '04

Hi, I've finally installed otrs without mod_perl support and I've can't log into after set LDAP parameters in Kernel/Config.pm like this: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=exploitation,dc=sopragroup'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; Here a user created to test: # rbordet, users, exploitation, sopragroup dn: uid=rbordet,ou=users, dc=exploitation, dc=sopragroup uid: rbordet cn: Raphael sn: Bordet loginShell: /bin/bash uidNumber: 501 gidNumber: 1001 homeDirectory: /home/rbordet shadowMin: -1 shadowMax: 999999 shadowWarning: 7 shadowInactive: -1 shadowExpire: -1 shadowFlag: 0 objectClass: top objectClass: person objectClass: posixAccount objectClass: shadowAccount Any idea ? -- Raphaël 'SurcouF' Bordet http://debianfr.net/ | surcouf at debianfr dot net

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ldap authentication
by Erol YILDIZ 15 Oct '04

15 Oct '04

hi, I have configured otrs to use ldap for authentication and when I try to login a user it says "Panic! No UserData!!!" any ideas? thanks -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

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