November 2004 - otrs - OTRS mailing lists

Troubleshooting
by Alex Mihicinac 12 Nov '04

12 Nov '04

Hello, I've been trying to figure out what below error means for a while now. Whole this time noone explained what this error means. :-/ Howcome there is no response from OTRS team on this? Anyways, I'm missing basic error msg explaination in OTRS documentation. ------------- Nov 12 07:55:48 localhost OTRS-CGI-10[17898]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 07:55:48 localhost last message repeated 1 time Nov 12 08:22:56 localhost OTRS-CGI-10[17887]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 08:56:50 localhost OTRS-CGI-10[17902]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:14:39 localhost OTRS-CGI-10[17886]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:39:49 localhost OTRS-CGI-10[17902]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:45:25 localhost OTRS-CGI-10[17892]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:50:22 localhost OTRS-CGI-10[17887]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:50:22 localhost last message repeated 1 time Nov 12 10:42:28 localhost OTRS-CGI-10[17887]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 11:55:34 localhost OTRS-CGI-10[17894]: [Error][Kernel::System::WebUploadCache::FormIDAddFile][Line:134]: Need Filename! Nov 12 12:22:49 localhost OTRS-CGI-10[17888]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 12:43:27 localhost OTRS-CGI-10[17889]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 12:55:48 localhost OTRS-CGI-10[17893]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:06:53 localhost OTRS-CGI-10[17889]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:09:49 localhost OTRS-CGI-10[17888]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:17:10 localhost OTRS-CGI-10[17890]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:34:48 localhost OTRS-CGI-10[17888]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:40:40 localhost OTRS-CGI-10[17887]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:50:25 localhost OTRS-CGI-10[17886]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:52:37 localhost OTRS-CGI-10[17890]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! ------------- Regards, Alex

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locale dependent otrs_customer_realname?
by Czakó Krisztián 12 Nov '04

12 Nov '04

Hello, Is it possible to generate <OTRS_CUSTOMER_REALNAME> based on the default language setting? In Hungary we use "lastame firstname" instead of "firstname lastname". Regards, Slapic

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RE: [otrs] Upgrading OTRS on windows from 1.2.4 to 1.3.2?
by Shum, Jack 11 Nov '04

11 Nov '04

Well, after further digging I found these in the event logger [error] Can't locate IPC/SysV.pm in @INC (@INC contains: C:/otrs/otrs/Kernel/cpan-lib C:/otrs/otrs/ C:/otrs/perl/site/lib/Apache2 C:/otrs/perl/lib C:/otrs/perl/site/lib . C:/otrs/apache/ C:/otrs/apache/lib/perl) at C:/otrs/otrs/, , , , , . /Kernel/System/AuthSession/IPC.pm line 15., , , , , . If these help any great. Also I check config.pm to make sure it is using DB for AuthSession. Read that from a previous list thread. ok, thanks again. Jack -----Original Message----- From: Shum, Jack Sent: Thursday, November 11, 2004 4:01 PM To: 'otrs(a)otrs.org' Subject: [otrs] Upgrading OTRS on windows from 1.2.4 to 1.3.2? Hi, OTRS run perfect with the packaged installation. That is one sweet installation package. Thanks for all the work. Now the problem is trying to upgrade to 1.3.2. The new version may not be supported on windows yet and that could be the problem. If so, tell me so I could stop hitting my head against the monitor. Here is what is done so far: 1. Get the tar file and uncompressed it. 2. Backup 1.2.4 stuff 3. replace 1.2.4 stuff with 1.3.2 4. went through all the otrs script directory to replace all references to /opt and changed it to c:\otrs Cronw and MySql starts fine. Apache is having problem start with this message: "The Apache2 service terminated with service-specific error 1." Looked into the apache log dir and no error message that stands out in the error.log. Well, any help would be appreciated. Thanks in advance. Oh, I doing this to get some of the generic GUI interface and customer text fields to work. Jack _______________________________________________ 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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Upgrading OTRS on windows from 1.2.4 to 1.3.2?
by Shum, Jack 11 Nov '04

11 Nov '04

Hi, OTRS run perfect with the packaged installation. That is one sweet installation package. Thanks for all the work. Now the problem is trying to upgrade to 1.3.2. The new version may not be supported on windows yet and that could be the problem. If so, tell me so I could stop hitting my head against the monitor. Here is what is done so far: 1. Get the tar file and uncompressed it. 2. Backup 1.2.4 stuff 3. replace 1.2.4 stuff with 1.3.2 4. went through all the otrs script directory to replace all references to /opt and changed it to c:\otrs Cronw and MySql starts fine. Apache is having problem start with this message: "The Apache2 service terminated with service-specific error 1." Looked into the apache log dir and no error message that stands out in the error.log. Well, any help would be appreciated. Thanks in advance. Oh, I doing this to get some of the generic GUI interface and customer text fields to work. Jack

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Agent authentication with both Ldap and DB
by atosi＠oki.it 11 Nov '04

11 Nov '04

I'd like to setup an LDAP authenticationon my OTRS. It works fine as all the old otrs db users now can login using ldap password but the users in the database and not in the ldap cannot login anymore. Is it possible to have both? Ciao AleX

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Problems splitting ticket in 1.3.2 (bug?)
by Alessio Tosi 11 Nov '04

11 Nov '04

I've seen it on my system and is replicable in demo.otrs.org if you split a ticket, then select the queue that ticket will be inserted into, then a script error occour. On the lower part of the page displayed, some ticket are displayed without any link between each other. In 1.2 that ticket where almost coming from the same customer Id. On my system I've deleted all the ticket (where only 2) now the error is not displayed anymore but when I select the queue where the new splitted ticket will be put into no tickets are displayed below. Ciao AleX

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popup notification of new messages
by Czakó Krisztián 11 Nov '04

11 Nov '04

Hello, Is it possible to configure otrs so that it pops up a window when it finds a new message in "My Queues" (like the "Message selected for bulk action" pop-up)? Regards, Slapic

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Customer Company Tickets
by Andrew Blackstone 11 Nov '04

11 Nov '04

Hey all I'm a relatively new OTRS user and I'm just exploring the program for future use. My issue is how do I allow certain customers to view others tickets? I need to be able to allow all the customers within a company to see each others tickets but not those of other companies under the company ticket tab. I have enabled Customer groups but have found that to be of no help, I'm probably missing something simple just haven't been able to solve the problem. Thanks for your time! Andrew Andrew R. Blackstone Support Technician Homebase Technologies, Inc. 56 Housatonic Street Suite 2 Lenox, MA 01240 ph: (413) 637-1484 email: ablackstone(a)homebasetech.com CONFIDENTIALITY NOTICE The information contained in this email transmission is legally privileged and confidential information intended only for the use of the addressee named above. If the reader of this message is not the intended recipient you are hereby notified that any dissemination, distribution or copying of this email transmission is strictly prohibited. If you have received this email transmission in error, please notify us immediately. Thank you.

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Stats error on postgres
by Alexandre Ghisoli 10 Nov '04

10 Nov '04

Hello, I've see a post on forums about this error : ERROR: For SELECT DISTINCT, ORDER BY expressions must appear in target list This append when using 1.3.2 version on postgres Database. This is the SQL code that offense Pg : 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 This is because Pg dont do some ugly guess about data that can be different. For exemple, if there are multiple records with same ID at same timestamp (ok, in real life, this cannot append, but in database ...) , witch one retrieve for DISTINCT ? So, it's possible to change this, with the use of an aggregate function (in this case, why not MAX ?) and then GROUP record with the same ID, eliminate the use of DISTINCT. SELECT th.ticket_id FROM ticket_history th WHERE th.create_time <= '2004-10-31 23:59:59' AND th.create_time >= '2004-10-28 00:00:01' GROUP BY th.ticket_id ORDER BY max(th.create_time) LIMIT 50000 IMO, this is a more CLEAN code (may be better with sub query) :-) -- Alexandre -- ___________________________] YCOM SA [____________________________ Alexandre Ghisoli Directeur Technique Rue Galilée 15 1400 Yverdon-les-Bains Tel: +41 (024) 423 92 75 Fax: +41 (024) 423 91 87

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Queue Ticket Count
by Maher, John 10 Nov '04

10 Nov '04

Hello: First let me apologize if this is a basic question: I just started at a new position, and one of my responsibilities is administering OTRS (version 1.2.2). Our main queue is currently displaying a ticket count as follows: Tickets Available: 56 All Tickets: 45 This is a discrepancy of 11 tickets: I'm assuming that they're locked somewhere, but I don't know of an easy way to find them and unlock them so that the Available Count is consistent with the All Tickets Count. Any help in this matter would be greatly appreciated. Regards, John Maher | Bruin Online Coordinator | http://www.bol.ucla.edu

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