December 2004 - otrs - OTRS mailing lists

Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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Multiple file attachments
by Cobb 01 Jan '05

01 Jan '05

I would like to allow a person to update a ticket with more than one attachment. Is there a way to do this?

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incoming mail not moved to assigned queues
by Patrick Wever 31 Dec '04

31 Dec '04

Hi All, Maybe a stupid question, but: I assigned e-mail addresses to corresponding queues, but they are always stored in the Raw queue. Do I also have to write a generic agent cron job, or did I miss something? Regards, Patrick

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Installation Help: RPM no dependencies (Red Hat Entp. 3)
by s taylor 30 Dec '04

30 Dec '04

Thanks for your reply. I assumed 'forced install' meant to use the command, 'rpm --nodeps -ivh tmp/otrs-1.3.2-01.i386.rpm'. I received the following messages: error: cannot get exclusive lock on /var/lib/rpm/Packages error: cannot open Packages index using db3 - Operation not permitted (1) error: cannot open Packages database in /var/lib/rpm Is the command I used correct? If so, any ideas on how to proceed from here? Thanks again.

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Installation Help: RPM no dependencies (Red Hat Entp. 3)
by s taylor 30 Dec '04

30 Dec '04

Hello. I'm on a shared hosted (virtual) account with the following setup: Linux Red Hat Enterprise 3 v.3.2.3-6; Apache 1.3.33; MySQL 4.0.22-standard; Perl 5.8.0 (1) Can I install OTRS with this setup on this shared host server? I really hope so. (2) I tried to use the Linux rpm file, but it said it could find 'sendmail' nor 'mod_perl' dependencies, even though they exist. I ran the command, 'rpm -ivh /tmp/otrs.rpm' (except I used my directory name) found in the SUSE instructions since I couldn't find instructions for the Linux rpm file. Is this command correct for the Red Hat installation? Again, I'd really like to be able to install this application on this server so I can encourage others to use OTRS, also. I believe it could be really great! Thanks in advance.

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PostMaster.pl
by Bülent Öktem 30 Dec '04

30 Dec '04

Hi, i have just installed OTRS on a Windows System. it works. i can reach the app with "http://localhost/otrs/index.pl". In the Admin section i configured a pop3 account. now i want to execute the "PostMasterPOP3.pl". which path i have to use ("htpp:/.....?) thanks. Bülent Öktem

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I am having a problem in otrs...
by jagan＠premiumhelp.com 30 Dec '04

30 Dec '04

I am having a problem in OTRS 1.3.2 tarball installation. The installation went smooth and i got internal server error on running the index.pl file. Error is as follows... <h1>Software error:</h1> <pre>Can't load ticket storage backend module Kernel::System::Ticket::ArticleStorageDB! Can't locate bytes.pm in @INC (@INC contains: ../../ /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 /usr/home/webmaster_supp/cgi-bin/otrs/bin/cgi-bin/../../Kernel/cpan-lib /usr/home/webmaster_supp/cgi-bin/otrs/bin/cgi-bin/../.. /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/home/webmaster_supp/cgi-bin/otrs/bin/cgi-bin/../.. /usr/home/webmaster_supp/cgi-bin/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/System/Ticket/ArticleStorageDB.pm line 182. BEGIN failed--compilation aborted at ../..//Kernel/System/Ticket/ArticleStorageDB.pm line 182. </pre> <p> For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. </p> [Thu Dec 30 01:52:28 2004] index.pl: Can't load ticket storage backend module Kernel::System::Ticket::ArticleStorageDB! Can't locate bytes.pm in @INC (@INC contains: ../../ /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 /usr/home/webmaster_supp/cgi-bin/otrs/bin/cgi-bin/../../Kernel/cpan-lib /usr/home/webmaster_supp/cgi-bin/otrs/bin/cgi-bin/../.. /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/home/webmaster_supp/cgi-bin/otrs/bin/cgi-bin/../.. /usr/home/webmaster_supp/cgi-bin/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/System/Ticket/ArticleStorageDB.pm line 182. [Thu Dec 30 01:52:28 2004] index.pl: BEGIN failed--compilation aborted at ../..//Kernel/System/Ticket/ArticleStorageDB.pm line 182. Kindly reply me how to handle this .... ---Jagan -- Open WebMail Project (http://www.micronetusa.com)

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Receiving Mail With Sendmail
by Michael Havas 28 Dec '04

28 Dec '04

Hello, I currently have OTRS setup but it is not receiving email. I modified the .procmailrc to have only the rule: :0 : | $SYS_HOME/bin/PostMaster.pl But mail just stayed in /var/spool/mail/otrs. I figured that, like normal users, OTRS may require a .forward file to pipe email to procmail. So I created one that looks like this: "|exec /usr/bin/procmail" With the .forward and the .procmailrc in place, I started to receive email bounces when I sent a test message. I then decided to add a symlink to /opt/otrs/bin/PostMaster.pl in /etc/smrsh (along with procmail) but continued to get the email bounce: ----- The following addresses had permanent fatal errors ----- "|exec /usr/bin/procmail" (expanded from: <otrs(a)cnd.mcgill.ca>) ----- Transcript of session follows ----- 550 5.7.1 /opt/otrs/.forward: line 1: "|exec /usr/bin/procmail"... User otrs(a)cube.cnd.mcgill.ca doesn't have a valid shell for mailing to programs Could the problem be due to the fact that the otrs user has shell /bin/false?? I appreciate your help, -Michael

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newbie installation question
by Patrick Wever 23 Dec '04

23 Dec '04

Hi All, I would like to install otrs on a Suse 9.1 system with Plesk 7.5.1. I want to install it under a subdomain of an existing website, like www.website.nl for the main website, and support.website.nl for otrs >From the documentation 'Installing the rpm on a SuSE Linux (the quick and easy way)' it's not clear (to me) if this is possible and/or if running the configuration will 'ruin' the settings made by Plesk. Anyone with experience installing otrs on a suse9.1/plesk7.5 system? Regards, Patrick

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