November 2004 - otrs - OTRS mailing lists

CustomerUsers not visible after upgrading
by Jorick Astrego 02 Nov '04

02 Nov '04

Hi people, I just did an experimental upgrade from otrs 1.2.x to 1.3.2 and now the customers aren't assigned to the tickets anymore. I did add some extra fields but even when disabling these I still can't see the list of customers in the customeruser panel. When I create a new ticket I can search for a customer and it will find it, but when leaving te field blank the dropdown list doesn't appear. Any hints on where to look? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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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 getting out of date so that it doesn't apply cleanly any more.)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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Problem with generic agent
by Rudi Kramer 02 Nov '04

02 Nov '04

Good Morning I had problem with the generic agent a while ago using OTRS 1.2.3, now with OTRS 1.3.2 and the web interface for the generic agent I'm having the same problem. I have a email with the subject of Blocked delivery of your email to email(a)domain.co.za Now I want the generic agent to move all emails from the specified queue with the subject of Blocked delivery of your email to a different queue. This does not work except if I add in the exact whole subject. Is there a wild card I can use in the generic agent? Thanks Rudi

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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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notification messages
by Erol YILDIZ 02 Nov '04

02 Nov '04

Hi, I have translated notification messages via the web interface and I have changed the preferred language of a customer user to Turkish but the notifications for that user still in English. Is there another parameter to configure the messages languages? thanks -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

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Error: Need SystemAddressID!
by Jim Edlin 01 Nov '04

01 Nov '04

Using OTRS 1.3.2 (just upgraded from 1.2.4) On attempt to change data for a queue (Agent-area > Queue > Change), I get: Error: Need SystemAddressID! Traceback:ERROR: OTRS-CGI-1 Perl: 5.8.0 OS: linux Message: Need SystemAddressID! Traceback (3184): Module: Kernel::System::Queue::QueueUpdate (v1.45) Line: 800 Module: Kernel::Modules::AdminQueue::Run (v1.18) Line: 127 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 152 Module: ModPerl::Registry::handler (v1.99) Line: 16 How do I cure this? ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ Jim Edlin Tides, Inc. 415-561-6304 v 415-561-6301 f jedlin(a)tides.org http://www.tides.org

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