February 2004 - otrs - OTRS mailing lists

Login page - font weirdness on Win XP/IE6
by Michael Rojas 16 Feb '04

16 Feb '04

Greetings, I've been an OTRS user for several months now. I don't think my problem is OTRS-specific, but I am curios to know if anyone else has experienced this... I have a VAIO laptop running Windows XP Home, with IE 6. I recently went to the M$ windows update site to install M$'s patches. I don't know if that has anything to do with it, but lately, when I access my OTRS log in page I no longer get the 'circle' symbols that appeared when I typed in my password, and my fonts are slightly distorted on the log in page, and the rest of my pages. Whenever I log in to OTRS from any other computer, everything remains the same. This annoyance only appears on my laptop, so I'm almost certain that it has to do with a M$ patch or something related. I haven't been able to replicate the problem to determine it's cause. This doesn't necessarily impair my OTRS set up, but it makes it slightly difficult to read trouble tickets due to the distortion of the fonts. I've only see this behavior on my OTRS, and on the OTRS.ORG site. There must be an issue with an M$ patch that changes either my OS, IE6, or both that affects how I view my OTRS or OTRS.ORG... Maybe something to do with how web-based content is formatted, or fonts? Any help from any one else who has experienced this would be greatly appreciated... Thanks! Michael Michael Rojas, Systems Administrator South Texas Internet 956.504.5252 http://www.ies.net Some dream of success... Others work hard at it. --- [South Texas Internet scanned this E-mail for viruses using Declude Virus]

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Re: RE: [otrs] Configuration problem/question
by edukes＠alltel.net 16 Feb '04

16 Feb '04

> Check that your system address on on the billing queue is set to email address of your billing mail account... Under the sytem email addresses, I have the 3 I setup for the three queues. The addresses do correspond to the queues. Am I missing something here? I thought I could setup an email account for the different queues and have a different response for each. Isn't that the way it works? Thanks > > Thomas > >-----Original Message----- > >From: edukes(a)alltel.net [mailto:edukes@alltel.net] > >Sent: Monday, February 16, 2004 4:13 PM > >To: otrs(a)otrs.org > >Subject: [otrs] Configuration problem/question > > > > > >Hello, > > > >I am new to OTRS and a little confused. > > > >I am running OTRS on a RedHat 9.0 system. I have installed > >OTRS 1.2. I am using the webform.pl for support ticket entry. > > I have three queues, billing, support and sales. I set up > >mail only accounts for these 3 queues as billing, support and > >sales. I have added them to the .fetchmailrc. > > > >I have tried to assign the queues in the pop3 account setup > >but it won't save the changes. I don't know if its a > >permissions problem or a bug. I tried to run the > >SetPermissions.sh but it complains about an invalid group of > >"nogroup". I tried editing the script to use "nobody" but it > >stll complains about an invalid group of "nogroup". What's up > >with that? > > > >OTRS will respond to tickets generated from the webform but > >the problem is if a ticket is sent in for "billing", the > >auto-response comes back from sales. > > > >Can anyone help me out? > > > >TIA > > > >_______________________________________________ > >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/ > > > > > DISCLAIMER: > This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. > _______________________________________________ > 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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RE: [otrs] Configuration problem/question
by Thomas Nilsen 16 Feb '04

16 Feb '04

Check that your system address on on the billing queue is set to email address of your billing mail account... Thomas >-----Original Message----- >From: edukes(a)alltel.net [mailto:edukes@alltel.net] >Sent: Monday, February 16, 2004 4:13 PM >To: otrs(a)otrs.org >Subject: [otrs] Configuration problem/question > > >Hello, > >I am new to OTRS and a little confused. > >I am running OTRS on a RedHat 9.0 system. I have installed >OTRS 1.2. I am using the webform.pl for support ticket entry. > I have three queues, billing, support and sales. I set up >mail only accounts for these 3 queues as billing, support and >sales. I have added them to the .fetchmailrc. > >I have tried to assign the queues in the pop3 account setup >but it won't save the changes. I don't know if its a >permissions problem or a bug. I tried to run the >SetPermissions.sh but it complains about an invalid group of >"nogroup". I tried editing the script to use "nobody" but it >stll complains about an invalid group of "nogroup". What's up >with that? > >OTRS will respond to tickets generated from the webform but >the problem is if a ticket is sent in for "billing", the >auto-response comes back from sales. > >Can anyone help me out? > >TIA > >_______________________________________________ >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/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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Personal Queue / What is it good for?
by Andreas Bublitz 16 Feb '04

16 Feb '04

Hey Folks, I am using OTRS for some month now, but I still don't know what the Personal Queue really is? I never ever had a ticket in it. Thanks in Advance, Andi Bublitz

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Tickets created with 'compose email' do not appear in customer frontend
by Brice Levy 16 Feb '04

16 Feb '04

Hi, When I create a new ticket with 'compose email' (otrs1.2beta3), I select a CustomerUser address in the To: field (the CustomerID gets filled too). The ticket is created, the customer receives the e-mail, but the ticket does not appear in the customer interface. I have checked the correct customerid is selected : when I make a search by CustomerID in agent frontend, the ticket appears, as well as other tickets. Thanks, Brice

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Restoring Database..
by Thau Thai 15 Feb '04

15 Feb '04

Hi, I have been making backups on my OTRS database using backup.sh. There are 2 .bz2 files; article_backup.tar.bz2 and database_backup.sql.bz2 How do I go on about restoring the OTRS database contents? I want to shift OTRS from one machine to another. Thanks! Regards, Thau.

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client denied by server configuration
by Jason Joines 12 Feb '04

12 Feb '04

Finally got the crash caused by apache2 modperl and DBI < 1.30 fixed. Now I can't seem to get to otrs because of some permissions problem. I ran SetPermissions.sh with the user the web server was running under but no luck so I changed the web server to run as otrs and ran SetPermiissions.sh again. I still get the same errors. [Tue Feb 10 15:59:08 2004] [error] [client 172.16.0.11] client denied by server configuration: /opt/otrs/var/httpd/htdocs [Tue Feb 10 15:59:11 2004] [error] [client 172.16.0.11] client denied by server configuration: /opt/otrs/bin/cgi-bin/index.pl Any ideas? Thanks, Jason Joines ==============

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Ticket Reply Email Ordering
by Stefan Testa 11 Feb '04

11 Feb '04

I apologize in advance if this question has already been answered. The default setting of the ticket reply email is to order the response: SALUTATION | PREVIOUS TEXT | CANNED RESPONSE | SIGNATURE Is there any way to either remove the 'previous text' entirely or move it to the end of the message? The current order creates almost unreadable threads when much of your customers use HTML email. Any help is very greatly appreciated. Stefan

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ModPerl::Registry instead of Apache::Registry
by Jason Joines 10 Feb '04

10 Feb '04

I'm trying to get the 1.2b2 to run. When I try to access the otrs site on my web server it gives an error. The apache error log log has: [error] failed to resolve handler `Apache::Registry' [error] [client 139.78.89.31] Can't locate Apache/Registry.pm in @INC I have a ModPerl/Registry.pm that is supplied by my SuSE 8.1 apache2-mod_perl package. It looks like the Apache/Registry.pm is supplied by the mod_perl package which conflicts with the apache2-mod_perl package. How do I tell OTRS to use the apache2-mod_perl ModPerl/Registry.pm? Thanks, Jason Joines Open Source = Open Mind ========================

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customer, order problem
by Matteo Sgalaberni 10 Feb '04

10 Feb '04

I upgraded from 1.1 to 1.2 beta 2, i tarred xvz the 1.2 over 1.1 , it's rigth? It seems that all work ok... but i have discovered two strange things in customer area: Order by don't take care of the "show closed/open ticket" state. When i order i show only open tickets. In form New Ticket I didn't show any operator/queue in combo box... bugs or my mis-under-intelligence?:) Matteo

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