February 2004 - otrs - OTRS mailing lists

Multiple OTRS-instances on one server
by Stefan Pampel 03 Feb '04

03 Feb '04

Hallo ML, I'm currently trying to install 3 OTRS-Instances (1.1.2, Linux, Mod_Perl) on one webserver. If I wanted to use apache 1.3.*, each OTRS must run on its own httpd on its own IP-Adress (using mod_perl1), but if i used apache2(with mod_perl2), i could use one server.. is that correct? My problem ist, that cant get OTRS to work with Apache2. I think it's a modperl/CPAN-error. When i try to start apachectl i get the following: [Tue Feb 03 12:22:37 2004] [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.1/i586-linux-thread-multi /usr/lib/perl5/5.8.1 /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.1/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl . /usr/local/apache2/ /usr/local/apache2/lib/perl) at /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi/mod_perl.pm line 14 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi/Apache.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi/Apache.pm line 6. Compilation failed in require at /opt/otrs/Kernel/cpan-lib/CGI.pm line 171. Compilation failed in require at /opt/otrs//Kernel/System/WebRequest.pm line 38. BEGIN failed--compilation aborted at /opt/otrs//Kernel/System/WebRequest.pm line 38. Compilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 30. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 30. Compilation failed in require at (eval 1) line 1. [Tue Feb 03 12:22:37 2004] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl But Apache::Constants is installed (according to CPAN) Please Help :) -- Best regards, Stefan mailto:stefanp@edo.uni-dortmund.de

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Multiple Customer Forms
by Matteo 03 Feb '04

03 Feb '04

Hello, I trying to configure OTRS in this situation: 2(A-B) Users (Operators, login in the agent) 2(X-Y) Company 1 customer that is customer of X and Y 1 queue named for the company X 1 queue named for the company Y The operators can wiew all TT of all company and respond to all. The customer can open TT mailing two mail address that are routed to the properly company queue. And here all it's ok! BUT If I want to permit Customer to use customer.pl, my customer will see ticket open with company A and ticket with company B. That's a bad thing. And another problem it's that i can't have 2 different customer.pl with different skins(theme). How I can solve this? I need to create two different customer.pl view that filter queue id of company that i need to operate. And obviusly show the correct theme. Thanks in andvance and sorry for my bad english:)) Bye Matteo

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Adding LDAP settings to Win32 1.2 Beta 2 doesn't work
by Herbert Stocker 03 Feb '04

03 Feb '04

After adding my old settings from Otrs 1.1.3 for LDAP to my new 1.2 Beta 2 Version I get an error when trying to go to the login (index.pl) page Server error! The server encountered an internal error and was unable to complete your request. Error message: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at C:/otrs/otrs//Kernel/System/CustomerUser.pm line 47. This is the section I added to the config.pm ############################################################## # **************************************************** # # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host # Host => 'localhost', Host => 'XXXXX', # ldap base dn BaseDN => 'ou=people,dc=xxx,dc=xyz,dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=Manager', UserPw => 'ttttttt', }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserLastname', 'Lastname', 'cn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], ], }; -- 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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OTRS Firebird/Interbase Port Underway
by Charles R. "Rusty" Thompson 03 Feb '04

03 Feb '04

I'm working on the schema for OTRS on Interbase/Firebird and will be using the DBD/DBI for the same. In constructing the database, the only thing I've come across that isn't lining up from a data storage perspective is the BIGINT for ticket numbers. So far though, it's looking very promising given that I've only hit one snag and do have the drivers I need. IB6, which is what I'm using for development, supports 64bit integers but I'm uncertain which data type to use. A few unrelated websites showing some comparisons hint at using a NUMERIC with precision of 18 and 0 for the resolution. Anyone have any feedback on this decision before I move forward? My research isn't turning up much so I'm a little lost as to how to handle this. Also, has anyone produced a visual schema of the database as it currently exists? Charles

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question about sending E-Mail
by tim＠easyhosting.nl 02 Feb '04

02 Feb '04

hi, Is there a way of creating blank e-mails with OTRS (kind of webmail composing so to say)! Not just automated or ticket replies just a whole new email. Thanks Greets, Tim

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1.1.3 -> CVS
by kieran＠pawsoff.org 02 Feb '04

02 Feb '04

Hi Folks, is there a database update script/schema to convert an old otrs 1.1.3-style db layout to the one used in 1.2/CVS ? regards, Kieran.

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Customer search by additional customer fields
by murahashi＠ayayu.com 02 Feb '04

02 Feb '04

Hi, Is there any way to search customer by firstname or lastname? Is there any way to search customer by additional customer fields, like company name, zip-code, phone? I know only Utilities support customer search by Customer. I'm sorry, if I missed these discussion on the list. Shozo Kidanet business

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Questions about ticket lock
by Brice Levy 02 Feb '04

02 Feb '04

Hi, I'm trying to have unlock timeouts working on the system but it won't. I've set up a 1 minute unlock timeout for Postmaster Queue (which receives all tickets). I create a new ticket via customer interface. I can see the ticket appear in the Postmaster queue, the state is new, and it is not locked. I lock the ticket in the zoom view, the ticket is still new, but locked. Now, I wait a couple minutes and launch the UnlockTickets.pl script from the command line : -- # bin/UnlockTickets.pl --timeout UnlockTickets.pl <Revision 1.14> - unlock tickets Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Unlock old tickets: -- The ticket is still locked. Same if I wait for the cronjob to do it. Using '--all' actually unlocks the ticket, though. What criteria must the ticket match to be unlocked with --timeout ? Did I miss something ? Thank you, Brice

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