October 2004 - otrs - OTRS mailing lists

otrs 1.3.2 with mozilla on Solaris
by Tom Simpson 27 Oct '04

27 Oct '04

Hi, Has anybody experience problems with mozilla under solaris, where after login, mozilla says "AgentQueueView.html is of type text/html - Mozilla does not know how to handle this filetype" Works with firefox fine, just not mozilla - BTW, it's mozilla-1.4, and I'm not in a position to change this :-( Tom

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Crypted Password?
by kalldrex-otrs＠yahoo.com 27 Oct '04

27 Oct '04

Ok sorry for all these emails but I have OTRS working now yay :) For obvious reasons I would love to use the crypted password feature so people just can't look in the Config.pm and see the OTRS password. I ran the CryptPassword.pl but when when I used hte encrypted password it gave me in the Config.pm Mysql is giving me access denied (looks to me like it isn't unencrypting hte password). How do I get it to unencrypt the password before it sends it to mysql? I looked through the docs but on the otrs page but didni't see anything. --Matthew Shapiro

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One email generating multiple tickets
by Tyler Hepworth 27 Oct '04

27 Oct '04

>From time to time I get an email message that is entered into the system multiple times. One message will create, for example, 5 tickets that all contain the exact contents of the one message. The tickets are created successively with each creation one minute apart from the previous one. This only happens occassionally and I don't have a clear idea of why this might happen. Here are two possible scenarios of why I think it might happen. Could somewhere tell me if I am on the right track or suggest an alternative? Thanks, Tyler Hepworth Scenario 1: It seems to occur more frequently if there is an email in the inbox that has an attachment size larger than what is allowed. Scenario 2: My email collection cron is set at 1 minute intervals. Is it possible that it can overlap if the next cron executes before the previous one is completed?

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changing notification messages
by Erol YILDIZ 27 Oct '04

27 Oct '04

Is it possible to change the content notification messages sent to the customers? -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

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Set default of "Answered?" to Yes?
by Pete McDonnell 27 Oct '04

27 Oct '04

Is anyone able to provide and information or hints on how we might be able to change this? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Pete McDonnell > Sent: Monday, October 25, 2004 5:31 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Time Units: Default Value ? > > Would something similar work for changing the default of > "answered?" to "Yes"? > > Thanks in advance. > > -Pete McDonnell > > -----Original Message----- > From: Daniel Balan [mailto:dbalan@bitdefender.com] > Sent: Monday, October 25, 2004 10:22 AM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Time Units: Default Value ? > > > You just have to modify the following files: > /Kernel/Output/HTML/Standard/AgentClose.dtl > /Kernel/Output/HTML/Standard/AgentCompose.dtl > /Kernel/Output/HTML/Standard/AgentEmailNew.dtl > /Kernel/Output/HTML/Standard/AgentForward.dtl > /Kernel/Output/HTML/Standard/AgentNote.dtl > /Kernel/Output/HTML/Standard/AgentPhone.dtl > /Kernel/Output/HTML/Standard/AgentPhoneNew.dtl > /Kernel/Output/HTML/Standard/AgentPending.dtl > > (for Standard theme) as follows: > 1. set the value="1" at line: > <td><input type="text" name="TimeUnits" value="1" size="3"></td> > > 2. If you need the working time to increase as your operator > is working on the ticket please add this function: > <script language="JavaScript" type="text/javascript"> >  > </script> > > Hth, > > Daniel > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > On Behalf > > Of > Franz > > Ferdinand Esberger > > Sent: Monday, October 25, 2004 5:05 PM > > To: User questions and discussions about OTRS. > > Subject: [otrs] Time Units: Default Value ? > > > > Hi everybody, > > > > Is there a way to set the default value for "Time Units" to another > > value than just "0" ? > > > > any comments appreciated > > greets > > > > Franz > > > > > > ______________________________________ > > Inflex - installed on mailserver for domain > @technikum-wien.at Queries > > to: log(a)technikum-wien.at > > _______________________________________________ > > 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/ > > > > > > -- > > This message was scanned for spam and viruses by > BitDefender For more > > information please visit http://www.bitdefender.com/ > > > > -- > This message was scanned for spam and viruses by BitDefender > For more information please visit http://www.bitdefender.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 > Support oder Consulting fur 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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How to tell OTRS to connect to a certain mysql socket?
by kalldrex-otrs＠yahoo.com 27 Oct '04

27 Oct '04

Ok guys I ran into another snag here. We now have two mysql databases up and running, one is Mysql 3 and we just installed mysql 5 a week or so ago. We are in the process of merging our data and scripts from mysql 3 to mysql 5. We are trying to setup OTRS onto the mysql 5 database. Unfortunatly, in order to talk to the MySQL 5 database we have to tell whatever web program we were using to use /opt/mysql5/tmp/mysql.sock (in PHP this was done by telling it to connect to localhost:/opt/mysql5/tmp/mysql.sock). Unfortunatly, this doesn't work in perl (or something) as OTRS keeps trying to connect to the old MySQL server. Anyone know how to give perl (or OTRS) the mysql 5 socket? So far I have tried the PHP method (giving the DB HOST localhost:/opt/mysql5/tmp/mysql.sock) and have also tried changing the dtatabase command to $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{Da tabaseHost};port=/opt/mysql5/tmp/mysql.sock;"; That didn't work either. Anyone else have any suggestions? --Matthew Shapiro

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Question about reports
by Aaron 27 Oct '04

27 Oct '04

Hello. Has anyone created a report that would tell you how many tickets that each user has closed in a given amount of time? We'd like a way to evaluate how much work each user is doing. Thanks, Aaron

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Cannot connect to syslog?
by kalldrex-otrs＠yahoo.com 27 Oct '04

27 Oct '04

Hey guys, OTRS looks like a great piece of software and perfect for what I need setup at my job. I've followed the instructions for installing, my webserver is setup and all needed perl modules are installed. However, when I go to run the installer.pl (or even index.pl) I get this error: no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 64 Any ideas on how to fix this? I'm not sure what I have to do to get it to connect to syslog. My boss (who setup the unix server) told me that syslog is using all the default settings and I coudln't find any syslog things to set in the Config.pm. Oh yeah and I"m trying to run OTRS on Solaris 8. --Matthew Shapiro

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Language translation changes
by Alex Mihicinac 27 Oct '04

27 Oct '04

Hello, upgrade is complete! :-) ...and now I have another question :-) In OTRS ver. 1.1.3 I've been using (Language translation): # Template: AgentPhone 'Phone call at %s' => 'Telefonski klic v %s', to autocomplete Subject field in Phone-Ticket. Since upgrade this line is ignored (?) since Subject line is empty? :-( Best Regards, Alex

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Kernel::System::Ticket::Number::AutoIncrement error
by Alex Mihicinac 27 Oct '04

27 Oct '04

Hello, Trying to upgrade to the latest version and after all done I've got this error. What i'm doing wrong? ----------- Software error: Can't load ticket number generator backend module Kernel::System::Ticket::Number::AutoIncrem ent! syntax error at (eval 166) line 4, near "require Kernel::System::Ticket::Number::AutoIncrem ent " ----------- Best regards, Alex

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