December 2004 - otrs - OTRS mailing lists

date format in pending date
by marc＠mercator.net 03 Dec '04

03 Dec '04

When I respond to a mail, I have the pending date at the end. However, the pending date is MM DD YYYY - hh:mm but I want to have it DD MM YYYY as I had it in the previous version. How can I do this? Where do I have the edit? thanks, marc

1 0

auto-reply to cc: addresses?
by kougioum＠no-log.org 03 Dec '04

03 Dec '04

Hello everybody To the point: how can we make otrs send auto replies not only to the From: address but to all cc: addresses, and to certain other (prefixed) addresses? thanks in advance for any replies, george.

1 0

OTRS online forms
by James Pickard 03 Dec '04

03 Dec '04

Hi everyone, Firstly I'd like to qualify this by saying that my knowledge of OTRS is only at a user level. We had OTRS installed for us by an IT consultant and technically, I know very little about the system. What we are looking for is to have a webpage that users can go to, fill in some mandatory fields in a form, and submit a job request that way. I was hoping to not have to have the users log in to the system (ie create an account, log in etc etc.) as ours users are very basic and the less in their way, the better. One idea is to setup a webpage somewhere with the forms, have the users enter the data making all fields mandatory, and then having it submit, sending it via an email, to the OTRS system. But then I thought, I'm sure OTRS can do this and it go straight into the system. But how? :0) Is there an easy way to set this up? Does anyone have any other ideas for this scenario? Love to hear from you, Thanks in advance, James Pickard IT Support Officer St Hildas College The University of Melbourne College Crescent Parkville Victoria 3052 9248 8401 jpickard(a)hildas.unimelb.edu.au <mailto:jpickard@hildas.unimelb.edu.au>

3 2

Permission Denied 403 error installer.pl
by wayy2be 03 Dec '04

03 Dec '04

I have installed otrs and ran the dbcheck and it says It's Okay. However I cannot access the program from by browser, like index.pl, installer.pl etc. I receive 403 Permission Denied errors in my browser. I have otrs installed on Redhat 9. Any ideas? --------------------------------- Do you Yahoo!? Take Yahoo! Mail with you! Get it on your mobile phone.

2 1

Bulk feature does not work in locked tickets
by MERCATOR GmbH 02 Dec '04

02 Dec '04

I wanted to use the bulk feature in my locked tickets, but there is an error message, saying "You need min. 1 selected ticket". However, I have selected several tickets and still it doesnt work!!! It works in the "IN" folder, though... Further more, my Generic Agent doesnt work either with the bulk feature! It works with deletion of my spam group "junk", all fine, but when I select in the IN folder some messages and use the bulk feature to move them into the Junk folder, they do NOT get deleted!! Is this because they are locked??? How can I delete them, even though they are locked? thanks, marc

1 0

time units
by N.R. 02 Dec '04

02 Dec '04

how does one make use of the time units? can i sum the total time units of a ticket or customer ? N.

1 1

Carp.pm
by Scott Tiret 01 Dec '04

01 Dec '04

Greetings, I've searched the archives but can't seem to find any information on this. I'm having trouble with Carp.pm on my Gentoo box. I've installed otrs from the tarball (the ebuild appears to have some problems - at least for me). Apache/2.0.52 (Gentoo/Linux) mod_perl/1.99_11 Perl/v5.8.4 mod_ssl/2.0.52 OpenSSL/0.9.7d PHP/4.3.9 When I use the base mod_perl script it works, but when I use the mod_perl script that comes with otrs it doesn't. aaa modules.d # perl -cw apache2-mod_perl-startup.pl apache2-mod_perl-startup.pl syntax OK aaa modules.d # perl -cw apache2-perl-startup.pl Array found where operator expected at /usr/lib/perl5/5.8.4/CGI/Carp.pm line 408, at end of line (Do you need to predeclare Carp::longmess?) Array found where operator expected at /usr/lib/perl5/5.8.4/CGI/Carp.pm line 409, at end of line (Do you need to predeclare Carp::shortmess?) Array found where operator expected at /usr/lib/perl5/5.8.4/CGI/Carp.pm line 410, at end of line (Do you need to predeclare Carp::shortmess?) Array found where operator expected at /usr/lib/perl5/5.8.4/CGI/Carp.pm line 411, at end of line (Do you need to predeclare Carp::longmess?) syntax error at /usr/lib/perl5/5.8.4/CGI/Carp.pm line 408, near "Carp::longmess @_" syntax error at /usr/lib/perl5/5.8.4/CGI/Carp.pm line 409, near "Carp::shortmess @_" syntax error at /usr/lib/perl5/5.8.4/CGI/Carp.pm line 410, near "Carp::shortmess @_" syntax error at /usr/lib/perl5/5.8.4/CGI/Carp.pm line 411, near "Carp::longmess @_" Compilation failed in require at /opt/otrs/Kernel/cpan-lib/CGI.pm line 3. BEGIN failed--compilation aborted at /opt/otrs/Kernel/cpan-lib/CGI.pm line 3. Compilation failed in require at apache2-perl-startup.pl line 20. BEGIN failed--compilation aborted at apache2-perl-startup.pl line 20. Any help would be appreciated. Thank you, -- Scott Tiret <stiret(a)oneredshoe.net>

1 0

major damage after upgrade from OTRS 1.2.4 to 1.3.2 as normal Debian Sarge update
by Stefan Urbat 01 Dec '04

01 Dec '04

Hello, I know, that it is no great idea to use Sarge yet on important production systems, but I did anyway... Here goes the most important issue first: we are now unable, to create manual tickets any longer, either way, if they are phone or email tickets. But the automatic ticket creation by incoming emails, all other normal operations and also the new Ticket Bulk feature work correctly. I don't know perl very well, so I can't tell exactly, where in the following message and source line from the mentioned perl module the problem lurks really, the $#Queue seems not be the cause --- so far I can judge: Software error: Modification of non-creatable array value attempted, subscript -1 at ../..//Kernel/Output/HTML/Agent.pm line 432. source extract (mentioned line): $Queue[$#Queue] = $Self->Ascii2Html(Text => $Queue[$#Queue], Max => 50-$#Queue); Is there any clue to this message and source line? Due to the Debian bug tracker there is only a known issue regarding file/directory permissions for this version update (I experienced such a one indeed one version/update back myself, but it looked rather different); i.e. the database upgrade seems to have worked correctly. Any kind of help/hint is very highly appreciated. Kind regards, Mit freundlichen Grüßen Stefan Urbat --------------------------------------------------- Compart Systemhaus GmbH Professional Services, Qualitätssicherung und UNIX Otto-Lilienthal-Straße 38 D-71034 Böblingen fon: +49 (0)7031-6205-0 fax: +49 (0)7031-6205-55 http://www.compart.net mailto:Stefan.Urbat@compart.net

1 0

RE: [otrs] UnlockTickets.pl
by jsiepkes＠planet.nl 01 Dec '04

01 Dec '04

I have exactly the same problem, UnlockTickets.pl --timeout does not work, however UnlockTickets.pl --all does work. Does anyone know a workarround for this problem? TIA, Jasper

3 5