February 2004 - otrs - OTRS mailing lists

RE: [otrs] PhoneView question
by Covert, Jake 08 Feb '04

08 Feb '04

We should all pool our money to pay for the development of the top 10 most requested features. Maybe a paypal donation setup and a poll to indicate what features are needed the most. :-) ********************************* Jake Covert www.jakecovert.com ********************************* -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of henry(a)metroweb.co.za Sent: Saturday, February 07, 2004 3:50 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] PhoneView question > Hi Henry, > >> >> Probably not too well - we're using 1.2 beta and it's not there... :-( >> > > It would be a real shame if we didn't get this functionality. It seems so > crucial to the system being fully featured to us. I wish I was in a > financial position to sponsor someone adding it to the project, however > we're all non-profit over here. > Yup. I wonder what kind of money we're talking about? The above plus a few productivity features would be *really* useful. Could someone from the developer team respond re some more details (amounts), etc? We'd be willing to contribute financially - depending on the amount (and the current exchange rate which will play a HUGE role). -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440 _______________________________________________ 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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PendingJobs.pl cronjob failure
by Brice Levy 06 Feb '04

06 Feb '04

Hi, I have received this email from OTRS, generated by cron : -- Bareword found where operator expected at /usr/local/opt/otrs/Kernel/Config.pm line 158, near "$Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement" (Might be a runaway multi-line '' string starting on line 149) (Missing operator before Kernel::System::Ticket::Number::AutoIncrement?) String found where operator expected at /usr/local/opt/otrs/Kernel/Config.pm line 159, near "$Self->{LogModule::LogFile} = '" (Might be a runaway multi-line '' string starting on line 158) (Missing semicolon on previous line?) Unquoted string "tmp" may clash with future reserved word at /usr/local/opt/otrs/Kernel/Config.pm line 159. Unquoted string "otrs" may clash with future reserved word at /usr/local/opt/otrs/Kernel/Config.pm line 159. Bareword found where operator expected at /usr/local/opt/otrs/Kernel/Config.pm line 160, near "$Self->{LogModule} = 'Kernel::System::Log::SysLog" (Might be a runaway multi-line '' string starting on line 159) (Missing operator before Kernel::System::Log::SysLog?) String found where operator expected at /usr/local/opt/otrs/Kernel/Config.pm line 161, near "$Self->{DefaultLanguage} = '" (Might be a runaway multi-line '' string starting on line 160) (Missing semicolon on previous line?) Bad name after en' at /usr/local/opt/otrs/Kernel/Config.pm line 161. Compilation failed in require at /usr/local/opt/otrs/bin/PendingJobs.pl line 36. BEGIN failed--compilation aborted at /usr/local/opt/otrs/bin/PendingJobs.pl line 36. -- I could not reproduce it. I am using PendingJobs.pl v 1.9 The lines from Kernel/Config.pm it refers to (generated by installer.pl) are not located at those lines : -- 197 $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; 198 $Self->{LogModule::LogFile} = '/tmp/otrs.log'; 199 $Self->{LogModule} = 'Kernel::System::Log::SysLog'; 200 $Self->{DefaultLanguage} = 'en'; 201 $Self->{DefaultCharset} = 'iso-8859-1'; 202 $Self->{CheckMXRecord} = 1; -- Also note that no ticket was in pending state. Brice Levy

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connection failed at
by Michael C. Souza Silva 05 Feb '04

05 Feb '04

After installing Otrs Win32 1.2 Beta 2 - Going to index.pl - Adminarea - User if I add a user I get the following error: Error message: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 Error 500 localhost 05/02/2004 15:14:50 Apache/2.0.47 (Win32) mod_perl/1.99_10-dev Perl/v5.8.0 mod_ssl/2.0.47 OpenSSL/0.9.7b PHP/4.3.3

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CustomerPanelSelectString, FAQ bugs and questions
by Brice Levy 05 Feb '04

05 Feb '04

Hi, In the customer's New Ticket interface, the "To:" field only shows : <> I have set in Kernel/Config.pm : $Self->{CustomerPanelSelectionType} = 'SystemAddress'; $Self->{CustomerPanelSelectionString} = '<Realname> <<Email>>'; In otrs log i get the following sql error : Unknown column 'Postmaster' in 'where clause', SQL: 'SELECT value0, value1, comments, valid_id, queue_id FROM system_address WHERE id = Postmaster' I am now using http auth for the users, and I was wondering if you could disable a user via AdminArea, ie : I have a user 'agent' in database, which is marked valid. i have a 'agent' entry in the .htaccess file, now everything works nice, 'agent' can log in. If i set agent invalid in the database, he can still log in. I think it might be a good thing to check the validity of the DB entry, so users can be disabled easily. When creating a new FAQ article, quotes are escaped in the final text, ie : "let's go" becomes "let\'s go". When editing an article, it does not happen, but the Comment (internal) field is filled with the Solution field. I could not see the difference between external(customer) and public(all), as everyone can see both. I also have a question about permissions on the FAQ : it looks like only ro and rw are relevant. Is there a way to allow a user to create articles, but not to edit them ? (I'd thought the create permission would allow that) Thanks for OTRS ! Brice Levy

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otrs4win32-1.2.0-beta2.exe released
by Robert Kehl 05 Feb '04

05 Feb '04

Today we present to you the second public beta of OTRS 1.2.0 in the OTRS for Windows32 Installer: otrs4win32-1.2.0-beta2.exe (27,2 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.2.0-beta2.exe MD5: eca1d14530396a5327926753ebae01a4 It is based on OTRS 1.2.0 beta 2. These are the most important changes: - added perl-ldap from http://perl-ldap.sourceforge.net/ - fixed serious bug preventing startup (http://bugs.otrs.org/show_bug.cgi?id=301) - fixed serious bug not allowing one to use user<->group relations (http://bugs.otrs.org/show_bug.cgi?id=300) - using OTRS 1.2.0 beta 2 now The INSTALL document can be found at http://doc.otrs.org/cvs/en/html/install-win32.html#OTRS4WIN32 Please be so kind to direct all questions and answers to this mailing list. You are encouraged to file reports on bugs (if you found some) via http://bugs.otrs.org/ We would very much like to hear from your experiences with this software. Thank you for your help! With highest regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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RE: Easy-create new CustomerUser?
by Joseph Saracino 04 Feb '04

04 Feb '04

On Jan 30, 2004, at 3:00 AM, otrs-request(a)otrs.org wrote: > From: "Tom Hesp" <tghesp(a)euronet.nl> > Date: January 30, 2004 1:37:29 AM PST > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Subject: RE: [otrs] Easy-create new CustomerUser? > Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > > Hi Joe, > >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of >> Joseph Saracino >> Sent: donderdag 29 januari 2004 22:48 >> To: otrs(a)otrs.org >> Subject: [otrs] Easy-create new CustomerUser? >> >> >> Feature Request/Suggestion: >> When getting a customer history (for example, by clicking on the >> CustomerID in the zoomed ticket view), it would be very useful if >> there >> was a link to auto-create a CustomerUser record if one didn't exist. >> > You are just a couple of weeks too early for me as I have a need for > exactly > this same functionality and are planning to build it myself in the > coming > weeks unless somebody else has already done this... :-). Maybe we can > share > some ideas and, if you have the time to wait for it, I'll be happy to > share > the code with you. Thanks for the offer -- I'd love to see how you implement this :) <snip> >> For new/unique email addresses, it's a bit cumbersome to go back to >> the >> admin interface and create a new CustomerUser record, when all the >> info >> we need is in there in the history page. It would be very helpful if >> there was a way to easy-create (or auto-create) a new CustomerUser at >> this point. I realize this may complicate some permissions issues, >> however, it seems like a logical addition to this page. >> > All tickets sent by mail or submitted from the internet site come in > to the > Postmaster queue. This queue is not accessible to agents, only to > people > acting as 'dispatcher'. These dispatchers will verify the ticket > contents > and if it is found to be correct (whatever that may mean of course :-) > ) > they can click a link in the AgentZoom view (to be added) that will > create > the customer record. Of course the dispatcher must have permission to > create > customers ($Self->{'Module::Permission'}->{'AdminCustomerUser'} in > Kernel/Config.pm). > Does this sound a bit about what you are looking for? This sounds like it might be a little overkill for what we need :) For now, we're just going to live with the extra step of going to the Admin interface when we get a new/unique email address and adding the customer. Thanks for the thoughtful response (sorry for the delay in responding). -- Joe

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=[otrs] Adding LDAP settings to Win32 1.2 Beta 2 doesn't work
by Herbert Stocker 04 Feb '04

04 Feb '04

I found the solution for this: The settings for LDAP were missing: I hat to change the C:\otrs\otrs\scripts\apache2-perl-startup.pl : #use Kernel::System::CustomerUser::LDAP; -> use Kernel::System::CustomerUser::LDAP; and install the Net::LDAP Package from http://sourceforge.net/project/showfiles.php?group_id=5050&package_id=5678&… unpacked the perl-ldap-0.31.tar.gz and copied the lib directory to c:\otrs\perl\lib -- GMX ProMail (250 MB Mailbox, 50 FreeSMS, Virenschutz, 2,99 EUR/Monat...) jetzt 3 Monate GRATIS + 3x DER SPIEGEL +++ http://www.gmx.net/derspiegel +++

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Automatic free fields
by Sorin BRABETE 04 Feb '04

04 Feb '04

I am currently running otrs-1.1.1 and testing 1.1.2-beta2 I have 2 questions: 1. Is it possible in otrs-1.1.2 (beta of final) to automatically set the free fields in the messages, based on some criteria (from address, subject, etc) ? Some info about doing this myself wouldbe helpful too. 2. In the FAQ system, it doesn't seem that nested categories can be created. Will it be possible in the final version (or other future version?) Thank you.

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Adding Users in to Otrs Win32 1.2 Beta 2- undefined value
by Herbert Stocker 04 Feb '04

04 Feb '04

After installing Otrs Win32 1.2 Beta 2 - Going to index.pl - Adminarea - User if I add a user I get the following error: After this the user seems to be created - but when I try to ad the Userto Groups I get the same error again Server error! The server encountered an internal error and was unable to complete your request. Error message: Can't use an undefined value as an ARRAY reference at C:/otrs/otrs//Kernel/Modules/AdminUserGroup.pm line 58. If you think this is a server error, please contact the webmaster. Error 500 localhost 04.02.2004 11:03:20 Apache/2.0.47 (Win32) mod_perl/1.99_10-dev Perl/v5.8.0 mod_ssl/2.0.47 OpenSSL/0.9.7b PHP/4.3.3 System: German Windows 2000 WS Otrs Win32 1.2 Beta 2 -- GMX ProMail (250 MB Mailbox, 50 FreeSMS, Virenschutz, 2,99 EUR/Monat...) jetzt 3 Monate GRATIS + 3x DER SPIEGEL +++ http://www.gmx.net/derspiegel +++

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trouble with OTRS 1.2-beta2
by Brice Levy 04 Feb '04

04 Feb '04

Hi, I ran through some difficulties when trying to install otrs1.2-beta2 : - Apache complains because a module is missing : -- [Wed Feb 4 09:28:24 2004] [error] Can't locate Kernel/Modules/AdminCharset.pm in @INC (@INC contains: ../../ /usr/local/opt/otrs/Kernel/cpan-lib /usr/local/opt/otrs/ /usr/local/lib/site_perl/5.6.1/i386-freebsd /usr/local/lib/perl5/site_perl/5.6.1/mach /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.6.1/BSDPAN /usr/local/lib/perl5/5.6.1/mach /usr/local/lib/perl5/5.6.1 . /usr/local/ /usr/local/lib/perl) at /usr/local/opt/otrs/scripts/apache-perl-startup.pl line 119. BEGIN failed--compilation aborted at /usr/local/opt/otrs/scripts/apache-perl-startup.pl line 119. Compilation failed in require at (eval 6) line 1. Syntax error on line 664 of /usr/local/etc/apache/httpd.conf: Can't locate Kernel/Modules/AdminCharset.pm in @INC (@INC contains: ../../ /usr/local/opt/otrs/Kernel/cpan-lib /usr/local/opt/otrs/ /usr/local/lib/site_perl/5.6.1/i386-freebsd /usr/local/lib/perl5/site_perl/5.6.1/mach /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.6.1/BSDPAN /usr/local/lib/perl5/5.6.1/mach /usr/local/lib/perl5/5.6.1 . /usr/local/ /usr/local/lib/perl) at /usr/local/opt/otrs/scripts/apache-perl-startup.pl line 119. BEGIN failed--compilation aborted at /usr/local/opt/otrs/scripts/apache-perl-startup.pl line 119. Compilation failed in require at (eval 6) line 1. -- Kernel/Moduls/AdminCharset.pm is just not there. If i copy the one from otrs-1.2-beta1, it runs fine, then. - In the customer frontend, I cannot create a new ticket, because the select box for the "To:" field is empty. I have defined one system email address in the Admin Area The generated html is : -- <tr> <td>To:</td><td><select name="Dest" > </select> </td> </tr> -- Brice

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