November 2004 - otrs - OTRS mailing lists

Re: otrs Digest, Vol 16, Issue 32
by abhradeep guha 22 Nov '04

22 Nov '04

Hi, I am a new member to OTRS. There is simple doubt. I am not getting the meaning abt the link Stats on the OTRS home page. I have sent mails earlier but due to some problem they have bounced back. I will be highly obliged if i get response on both the issues. Looking eagerly for response. Abhradeep otrs-request(a)otrs.org wrote: Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Can't use MOd_perl with apache2 and otrs! (Graham Smith) 2. OTRS and mail/news integration (Damir Dzeko) 3. Re: Can't use MOd_perl with apache2 and otrs! (kalldrex-otrs(a)yahoo.com) 4. spell checker not working for Email-Ticket (Hugh Greenberg) 5. Re: spell checker not working for Email-Ticket (kalldrex-otrs(a)yahoo.com) ---------------------------------------------------------------------- Message: 1 Date: Fri, 19 Nov 2004 18:59:11 +0000 From: Graham Smith Subject: Re: [otrs] Can't use MOd_perl with apache2 and otrs! To: "User questions and discussions about OTRS." Message-ID: <1100890751.8569.24723.camel(a)GTSHOME.gtshome> Content-Type: text/plain Read the README.webserver document, the Module Apache.pm should be in the /Kernel/cpan-lib/CGI directory.... It sounds as if you are missing the relevant use lib settings... On Fri, 2004-11-19 at 17:20, kalldrex-otrs(a)yahoo.com wrote: > I have the loadmoduel directive (LoadModule > perl_module modules/mod_perl.so). It keeps > telling me though that Apache.pm can't be found when > running scripts. I get the same error when running > the scripts with perl -cw. > > --Matthew Shapiro > > --- Graham Smith > wrote: > > > On Fri, 2004-11-19 at 16:54, Jesse Shumaker wrote: > > > kalldrex-otrs(a)yahoo.com wrote: > > > > Erm, question. The /etc/sysconfig/apache2 in > > SuSE, > > > > what is that? Is that the httpd.conf for > > apache2? If > > > > so can you give me more details on where to put > > "perl" > > > > as our apache config script is written from > > scratch > > > > and thus has no "APACHE_MODULES" text anywheres > > in it. > > > > Thanks. > > > > > > > > --Matthew Shapiro > > > > > > > > --- Jesse Shumaker wrote: > > > > > > > > > > > > > Go here ==> > > > > > > > > > > > > > > > > > http://lists.otrs.org/pipermail/otrs/2004-May/004919.html > > > > > > > > > specifically this is helpful: > > > > > > > > > > "Yes, this was the main fault: I had forgotten > > to > > > > > add "perl" to the > > > > > APACHE_MODULES setting in > > /etc/sysconfig/apache2. > > > > > SUSE does not do it automatically when > > installing > > > > > apache2-mod_perl." > > > > > > > > > > > > > > > > > _______________________________________________ > > > > > 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/ > > > > > > > > > > > > > > _______________________________________________ > > > > 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/ > > > > > > > > > > > > > > > it's the file > > > /etc/sysconfig/apache2. That is the file. If you > > wrote your apache2 script from scratch it's hard to > > help you. This is just what I used to get OTRS > > working correctly on SuSE 9.1. > > > > This is a little SuSE specific. > > > > Apache2 on SuSE uses the /etc/sysconfig/apache2 file > > to build > > /etc/apache2/sysconfig.d/loadmodule.conf on starting > > Apache.. > > > > If your configuration does not do this you need to > > enter something > > like.. > > > > LoadModule perl_module > > modules>/mod_perl.so > > > > somewhere... (either in http2.conf or in the > > appropriate include file). > > > > > > > > > ______________________________________________________________________ > > > _______________________________________________ > > > 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/ > > -- > > Meum est propositum > > In tabernum mori, > > > > > > Graham Smith > > _______________________________________________ > > 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/ > > > > _______________________________________________ > 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/ -- Meum est propositum In tabernum mori, Graham Smith ------------------------------ Message: 2 Date: Fri, 19 Nov 2004 21:25:46 +0100 From: Damir Dzeko Subject: [otrs] OTRS and mail/news integration To: OTRS Message-ID: <419E56CA.7060009(a)ouroboros.hr> Content-Type: text/plain; charset=ISO-8859-2; format=flowed Hello, I need to configure OTRS ticket system to be used with mail/news applications user interface for *agents*. They find it most convenient to responding to tickets that way. Do not ask me why,.. not that they refuse to use web interface entirely, but they prefer to to their usual stuff, you know, the usual way (ancient unix gurus tied to text-only terminals). It seems that I should use notifications feature. The problem with notificatons is that From address on them is set to point back to OTRS and not to original poster. I need it to be identical as the original poster, and reply-to address can be added to point to that queue's input address. What can I do about it? When agent responds back to OTRS it needs to resend that response back to customer which initially created the ticket. Where should I put that piece of code and what method/call to use? (How do you send message without creating ticket or article object?) One more problem with notifications is that it creates article for each message sent (am I right?) which is a bit more than needed. Also, notifications seem not to come to original poster which leaves him with messy mailbox where he has to look into both sent and received messages. But, maybe the biggest problem is missing In-Reply-To and Message-ID headers which would enable smart MUA-s to organize discussion into threads. What should I do? Where do I start? "Please help"(tm) :) D. ------------------------------ Message: 3 Date: Fri, 19 Nov 2004 12:30:18 -0800 (PST) From: Subject: Re: [otrs] Can't use MOd_perl with apache2 and otrs! To: "User questions and discussions about OTRS." Message-ID: <20041119203018.8602.qmail(a)web53407.mail.yahoo.com> Content-Type: text/plain; charset=us-ascii Ok I accidentally gave the wrong error (sorry that was a past error, was looking at the wrong thing). This is the exact error that apache2's error_log is giving me (btw my webserver is arleady setup exaclty like the otrs documentation told me to do): [Fri Nov 19 15:27:11 2004] [error] [client 132.170.204.208] failed to resolve handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC (@INC contains: /opt/perl-5.8.5/lib/5.8.5/sun4-solaris /opt/perl-5.8.5/lib/5.8.5 /opt/perl-5.8 .5/lib/site_perl/5.8.5/sun4-solaris /opt/perl-5.8.5/lib/site_perl/5.8.5 /opt/per l-5.8.5/lib/site_perl . /opt/apache-2052/ /opt/apache-2052/lib/perl) at (eval 2) line 3.\n Just from that it looks like that it's having trouble with the "PerlHandler Apache::Registry" apache directive. --Matthew Shapiro --- Graham Smith wrote: > Read the README.webserver document, the Module > Apache.pm should be in > the /Kernel/cpan-lib/CGI directory.... > It sounds as if you > are missing the relevant use lib settings... > > On Fri, 2004-11-19 at 17:20, kalldrex-otrs(a)yahoo.com > wrote: > > I have the loadmoduel directive (LoadModule > > perl_module modules/mod_perl.so). It keeps > > telling me though that Apache.pm can't be found > when > > running scripts. I get the same error when > running > > the scripts with perl -cw. > > > > --Matthew Shapiro > > > > --- Graham Smith > > > wrote: > > > > > On Fri, 2004-11-19 at 16:54, Jesse Shumaker > wrote: > > > > kalldrex-otrs(a)yahoo.com wrote: > > > > > Erm, question. The /etc/sysconfig/apache2 > in > > > SuSE, > > > > > what is that? Is that the httpd.conf for > > > apache2? If > > > > > so can you give me more details on where to > put > > > "perl" > > > > > as our apache config script is written from > > > scratch > > > > > and thus has no "APACHE_MODULES" text > anywheres > > > in it. > > > > > Thanks. > > > > > > > > > > --Matthew Shapiro > > > > > > > > > > --- Jesse Shumaker > wrote: > > > > > > > > > > > > > > > > Go here ==> > > > > > > > > > > > > > > > > > > > > > > > http://lists.otrs.org/pipermail/otrs/2004-May/004919.html > > > > > > > > > > > specifically this is helpful: > > > > > > > > > > > > "Yes, this was the main fault: I had > forgotten > > > to > > > > > > add "perl" to the > > > > > > APACHE_MODULES setting in > > > /etc/sysconfig/apache2. > > > > > > SUSE does not do it automatically when > > > installing > > > > > > apache2-mod_perl." > > > > > > > > > > > > > > > > > > > > > _______________________________________________ > > > > > > 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/ > > > > > > > > > > > > > > > > > > _______________________________________________ > > > > > 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/ > > > > > > > > > > > > > > > > > > > it's the file > > > > /etc/sysconfig/apache2. That is the file. If > you > > > wrote your apache2 script from scratch it's hard > to > > > help you. This is just what I used to get OTRS > > > working correctly on SuSE 9.1. > > > > > > This is a little SuSE specific. > > > > > > Apache2 on SuSE uses the /etc/sysconfig/apache2 > file > > > to build > > > /etc/apache2/sysconfig.d/loadmodule.conf on > starting > > > Apache.. > > > > > > If your configuration does not do this you need > to > > > enter something > > > like.. > > > > > > LoadModule perl_module > > > modules>/mod_perl.so > > > > > > somewhere... (either in http2.conf or in the > > > appropriate include file). > > > > > > > > > > > > > > ______________________________________________________________________ > > > > > _______________________________________________ > > > > 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/ > > > -- > > > Meum est propositum > > > In tabernum mori, > > > > > > > > > Graham Smith > > > > _______________________________________________ > > > 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/ > > > > > > > _______________________________________________ > > 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/ > -- > Meum est propositum > In tabernum mori, > > > Graham Smith > _______________________________________________ > 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/ > ------------------------------ Message: 4 Date: Fri, 19 Nov 2004 15:37:02 -0700 From: Hugh Greenberg Subject: [otrs] spell checker not working for Email-Ticket To: otrs(a)otrs.org Message-ID: <1100903822.14843.1482.camel(a)fry.c3.lanl.gov> Content-Type: text/plain For some reason, the spell checker is not working for the Email-Ticket interface. Clicking on the spell check button just brings up a text box with "Undefined" in it. I see that someone else has posted this, but nobody has responded. Any suggestions? Thanks. Hugh -- Hugh Greenberg CCS-3 System Administrator Email: hng(a)lanl.gov Phone: (505) 665-6471 Pager: (505) 664-3776 || 1043776.page(a)lanl.gov ------------------------------ Message: 5 Date: Fri, 19 Nov 2004 17:41:37 -0800 (PST) From: Subject: Re: [otrs] spell checker not working for Email-Ticket To: "User questions and discussions about OTRS." Message-ID: <20041120014137.36453.qmail(a)web53405.mail.yahoo.com> Content-Type: text/plain; charset=us-ascii I get that too. I have aspell setup however I do not have the definitions installed for english (stupid thing wouldn't install). I never bothered to work on this as it isn't a high priority. Make sure aspell is working correctly. --Matthew Shapiro --- Hugh Greenberg wrote: > For some reason, the spell checker is not working > for the Email-Ticket > interface. Clicking on the spell check button just > brings up a text box > with "Undefined" in it. I see that someone else has > posted this, but > nobody has responded. Any suggestions? Thanks. > > Hugh > > -- > Hugh Greenberg > CCS-3 System Administrator > Email: hng(a)lanl.gov > Phone: (505) 665-6471 > Pager: (505) 664-3776 || 1043776.page(a)lanl.gov > > _______________________________________________ > 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(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 16, Issue 32 ************************************ Yahoo! India Matrimony: Find your life partneronline.

2 1

no acces to admin?
by Jochem Geelen 21 Nov '04

21 Nov '04

Hello, My root account has no link in the top for vistiting the admin interface. Anyone an idea how I can fix it? Is a complete reset an option (I don't care, there is no data in this OTRS system) Thank you very much for the help! Regards, Jochem Geelen

1 0

spell checker not working for Email-Ticket
by Hugh Greenberg 20 Nov '04

20 Nov '04

For some reason, the spell checker is not working for the Email-Ticket interface. Clicking on the spell check button just brings up a text box with "Undefined" in it. I see that someone else has posted this, but nobody has responded. Any suggestions? Thanks. Hugh -- Hugh Greenberg CCS-3 System Administrator Email: hng(a)lanl.gov Phone: (505) 665-6471 Pager: (505) 664-3776 || 1043776.page(a)lanl.gov

2 1

OTRS and mail/news integration
by Damir Dzeko 19 Nov '04

19 Nov '04

Hello, I need to configure OTRS ticket system to be used with mail/news applications user interface for *agents*. They find it most convenient to responding to tickets that way. Do not ask me why,.. not that they refuse to use web interface entirely, but they prefer to to their usual stuff, you know, the usual way (ancient unix gurus tied to text-only terminals). It seems that I should use notifications feature. The problem with notificatons is that From address on them is set to point back to OTRS and not to original poster. I need it to be identical as the original poster, and reply-to address can be added to point to that queue's input address. What can I do about it? When agent responds back to OTRS it needs to resend that response back to customer which initially created the ticket. Where should I put that piece of code and what method/call to use? (How do you send message without creating ticket or article object?) One more problem with notifications is that it creates article for each message sent (am I right?) which is a bit more than needed. Also, notifications seem not to come to original poster which leaves him with messy mailbox where he has to look into both sent and received messages. But, maybe the biggest problem is missing In-Reply-To and Message-ID headers which would enable smart MUA-s to organize discussion into threads. What should I do? Where do I start? "Please help"(tm) :) D.

1 0

Generating tickets numbers
by Joe Bagaza 19 Nov '04

19 Nov '04

Hi All I have just installed otrs 1.3.2 and all seem ok but it does not generate ticket numbers and does not send emails out Thanks Joe

1 0

Statistics
by Damir Dzeko 19 Nov '04

19 Nov '04

Hello, What would be the best way to generate detailed timing statistics for the history of each ticket? I need to track efficiency in solving tickets per ticket, per queue and per agent. I'm fluent in Perl and if the needed functionality is not there yet, maybe, with a few guidelines, I can do it myself. Regards, Damir

2 4

Entry point @ Phone ticket
by Alex Mihicinac 19 Nov '04

19 Nov '04

Hello, I'm wondering if there is an entry point to PhoneTicket interface - like you'd be able to access PhoneTicket interface via some URL (http://host/otrs/index.pl?Action=AgentPhone&SubAction&From&From=user@host.o rg) which would automaticaly fill out From textbox with value in URL paramether? Thanks, Alex

1 0

Time based Collection
by Stephen Burley 18 Nov '04

18 Nov '04

HI I am looking for the best way to do the following: BTW using 1.2 anyone any ideas when 1.3 will be ported to Fedora. What i need to do is set up a queue system which between certain hours puts the support requests in one queue and after a certain time puts them in a differant queue. So our sister office will answer tickets up till the time they go home then after they leave the tickets go in to queue we can see, then again when they come in in the morning they revert back to their queue. The 2 offices are on differant time zones seperate by 4 hours. Which will be the easiest and best way to do this? Stephen

2 1

Help please
by Joe Bagaza 18 Nov '04

18 Nov '04

Hi All I have received this error message and I have some users can not login and some Does any one know what to do with this? Got error 134 from table handler, SQL: 'SELECT st.queue_id, sq.name, min(st.create_time_unix), count(*) as count FROM ticket as st, queue as sq, group_user as sug, ticket_state tsd, ticket_lock_type slt WHERE st.ticket_state_id = tsd.id AND st.queue_id = sq.id AND st.ticket_lock_id = slt.id AND sq.group_id = sug.group_id AND tsd.name in ( 'open', 'new', 'pending auto close-', 'pending auto close+', 'pending reminder' ) AND slt.name in ( 'unlock', 'tmp_lock' ) AND sug.user_id = 15[...] Joe

2 1

Re: Email Agent on Ticket Close
by Chris Peterson 18 Nov '04

18 Nov '04

I thought that this code was already in the queue module. I'm using 1.2.3, maybe it got removed from later versions. Anyways, here's the code you requested: =item GetAllUserIDsByQueueID() ... ... =cut sub GetAllUserIDsByQueueID { my $Self = shift; my %Param = @_; # check needed stuff if (!$Param{QueueID}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need QueueID!"); return; } # db quote foreach (keys %Param) { $Param{$_} = $Self->{DBObject}->Quote($Param{$_}); } # fetch all queues my @UserIDs = (); $Self->{DBObject}->Prepare( SQL => "SELECT user_id FROM personal_queues ". " WHERE ". " queue_id = $Param{QueueID} ", ); while (my @RowTmp = $Self->{DBObject}->FetchrowArray()) { push (@UserIDs, $RowTmp[0]); } return @UserIDs; } # -- Christopher J. Peterson Compulit, Inc (616)285-9590 cpeterso(a)compulit.com

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