February 2004 - otrs - OTRS mailing lists

Compose Email usage with perl
by henry＠metroweb.co.za 27 Feb '04

27 Feb '04

Hello We'd like to -directly- call Kernel::Modules::AgentCompose from our own systems to provide a hook - thereby using otrs to keep track of notices/emails sent from other systems. Any ideas or tips on how to achieve this would be appreciated. I've thought of using perl to simulate a standard form POST using LWP::UserAgent - but then I have the problem of not being logged in. Being able to call Kernel::Modules::AgentCompose (if I could get some pointers on variables/usage/etc/docs) would be ideal and more efficient. Thanks Henry -------------------------------------------------------- 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

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"You have X new message(s)!" makes me silly
by Armin.Wies＠mscsoftware.com 27 Feb '04

27 Feb '04

Hello, I thought I had solved this problem yesterday, but it still persists. Just below the icon-bar there is this grey bar with the message-reminders about "new" and "reminder" tickets. Everything is OK with the reminder tickets. But I have a lot of problems with the "new" tickets reminder, the number of "new" tickets IMHO is pure fantasy. Currently it says that I have two new tickets. When I click on this line, I can see no new tickets (no tickets at all). If I use the utilities and search for "new" tickets there are none. Yesterday I thought, that this is somehow related to the fact, that my own account has admin-permissions, because other collegues (with no admin-permissions) never complained about that problem. I took away my admin-permissions and changed status of all "new" tickets, and suddenly the "new" tickets-reminder disappeared. And even after I regained the admin-permissions on this account, there was no "new" tickets reminder (as there were no new tickets) any more. This morning I received a reply from a customer, I answered this reply, so the status of this ticket is "open" now. But this reminder still says that I have _2_ new messages (there never were 2, just one). When I click on it, I can see no new messages, if I search for "new" tickets there are none (even If I search as root@localhost)... I love OTRS but this reminder is driving me mad. >From the templates I found out, that there must be a variable called "New". If it's true, this reminder will be set. Unfortunately I have not yet found out, where this variable is set. Can someone tell me what I am doing wrong ? Or can someone tell how I can debug this ? Or can someone tell me where this "New" variable is set (so that I might find out what it does and maybe check my database...) ? Any help is appreciated, thank you ! ;-) Best regards, Armin

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Multi Setup - only without (any) mod_perl ?
by slop＠edo.uni-dortmund.de 26 Feb '04

26 Feb '04

Hi, i'm currently trying to setup a multi-installation of OTRS, meaning two or more instances on the same machine with only one Apache. The docs tell me that only apache2+mod_perl2 is capable of this (with mod_perl1 i'd have to setup another webserver) but they don't tell the exact steps on how to install OTRS in multiple instances. So i decided to unpack the otrs.tar.gz twice, to /opt/otrs and /opt/otrs2. I also added these two lines to my httpd.conf: Include /opt/otrs/scripts/apache2-httpd.include.conf Include /opt/otrs2/scripts/apache2-httpd.include.conf As a matter of course i edited several files that contained the hard-coded path /opt/otrs to point to the new location /opt/otrs2. I did _NOT_ add a new system-user "otrs2" but i called bin/SetPermissions.sh with the already existing (from the first otrs-installation) user "otrs" on both installations. Ok, so much about the setup. Then i called the installer.pl from my otrs2 directory and it asked me correctly to create a new database and stuff... Everything seemed fine until i actually tried to use the new otrs2-installation: It doesn't matter whether i call /otrs/index.pl or /otrs2/index.pl, i only see the tickets of the first installation. Obviously the otrs2-installation uses the database of the first installation (otrs). Now you might think "double check the config files, they might point to the wrong database". I double checked everything and the settings are in fact okay. I even replaced every "otrs" string in the whole otrs2-tree by the string "otrs2", but with no success (works, but only on the first otrs-database). Interestingly the Database which is being accessed by BOTH installations changes if i swap the order of the "Include"-lines in httpd.conf which tells me that the second database is in fact working. Maybe it's some Perl-module that has the old configuration cached? Or the second otrs won't even load the modules twice because they already _are_ loaded? (but with wrong configuration) Now i did the following: I commented out the whole <Location /otrs2> ... </Location> block in /opt/otrs2/scripts/apache2-httpd.include.conf. I believe the files at this location will then be executed as CGI-scripts and not by mod_perl2, right? And voila, now i can access BOTH databases depending on the URL (/otrs/ or /otrs2/). That's the way i wanted it to work. I'm just wondering if i did anything wrong, because the manual explicity encourages the use of mod_perl2 and it did not explain in detail how to configure such a "Multi Setup" (this is how it's called in the manual) Maybe you can help me to get it to work even WITH mod_perl2 ? mfg, Oliver Heering Medienzentrum der Universität Dortmund http://www.medienzentrum.uni-dortmund.de

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OK, I screwed up...
by Mike Edwards 26 Feb '04

26 Feb '04

...and didn't RTFM when applying the latest update via rpm. After doing so, I saw that I should have backed up everything and shut down services prior to runnning the update. I have the correct Config.pm in place and ran SetPermissions.sh. Now, I can login and see OTRS tickets, but when I zoom on one, the tree of entries is visible, but each one is blank. And when I try to post a new one, it crashes: Can't write /opt/otrs/var/log/TicketCounter.log: at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301. Yes, I'm a reckless moron, but is there anything I can do to salvage the situation? Thanks, Mike -- Mike Edwards, MIS Edwards Graphic Arts 2700 Bell Ave Des Moines, IA 50321 voice: 515.280.9765 x128 fax: 515.280.9631 e-mail: Mike.Edwards at ega.com text pager: medwards at vtext.com (160 char limit)

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How do I make a picklist from a field
by Jorick Astrego 26 Feb '04

26 Feb '04

Hi Folks, I just added a couple of fields to the CustomerUser page. All these fields are currently just textfields but I want to turn a couple of them into a picklist. I have for example an Account Manager field and I want to make a selection of the users that are in the group Account Managers. Any tips? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.nl

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RE: [otrs] Ticket Status "Removed"
by Thau Thai 26 Feb '04

26 Feb '04

I am getting the same problem after upgrading to otrs 1.2.1 and I did follow the backup procedure: MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-1.2.mysql.sql | mysql -p -f -u root otrs >From the system log: Thu Feb 26 17:00:03 2004 error OTRS-PM3-10 Can't process email with MessageID <<C5FB9879284EB1409D9E78D7A022CA07013900(a)mailserver.xyz.com.au>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Thu Feb 26 17:00:03 2004 error OTRS-PM3-10 Can't get ArticleID from INSERT! Regards, Thau. -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Tuesday, 24 February 2004 8:33 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket Status "Removed" On Tuesday, February 24, 2004 9:46 AM Bianchi, Giordano <GioBianchi(a)gop.it> wrote: > This is my GenericAgent.pm. All it SHOULD be doing is delete the > tickets that I move in the queue "delete". Am I doing anything wrong? No, your GA looks like it should. The state 'removed' gets assigned to a new ticket when the system couldn't insert the offending article into the database. You should then have an additional entry in your syslog (or log file, depends on your settings in Config.pm). It looks like this: "Can't process email with MessageID xyz! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/!" I'd encourage you to file such a bug report, but beforehand I'd like you to rethink wether you followed the UPGRADING guide thoroughly. I can think of you having forgotten the DB updates, can this be? If you didn't, forget about the bug report and do this (from UPGRADING): *) Update the database changes with: MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-1.2.mysql.sql | mysql -p -f -u root otrs PostgreSQL: cat $OTRS_HOME/scripts/DBUpdate-to-1.2.postgresql.sql | psql otrs (Don't worry about the error messages, you can update all previous version with this script and in the most cases your database has already the most changes!) hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > > -----Messaggio originale----- > Da: Robert Kehl [mailto:robert.kehl@otrs.de] > Inviato: lunedì 23 febbraio 2004 20.05 > A: User questions and discussions about OTRS. > Oggetto: Re: [otrs] Ticket Status "Removed" > > > On Friday, February 20, 2004 11:59 AM > Bianchi, Giordano <GioBianchi(a)gop.it> wrote: >> Since I've upgraded to OTRS 1.2.1, i've been getting reports of >> tickets being "removed" by the system automatically. I've looked at >> the history of one of these tickets and it seems that the root >> account changed the status of the ticket without any user >> intervention. > > Did you change the ticket states in any way? Do you have an jobs > running in GenericAgent performing the above? > > Regards, > > Robert Kehl -- Manchmal spreche ich zuviel. Lothar Matthäus _______________________________________________ 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] Creating a postgres database
by henry＠metroweb.co.za 26 Feb '04

26 Feb '04

once the DB is created, login with user postgres and execute: grant all on database otrs to otrs; Hope I'm answering your question: the idea is to simply grant the otrs user permission to anything in db otrs. -------------------------------------------------------- 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

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helpdeskShow
by Alex Mihicinac 26 Feb '04

26 Feb '04

Hi all, How come OTRS is not taking part of Helpdesk & IT Support Show in London? :-( (www.helpdeskshow.com) It's free exhibition. I was hoping to see you guys there :-) Best regards, Alex

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RE: [otrs] OTRS Customizations Discussion
by Covert, Jake 26 Feb '04

26 Feb '04

I mods section, much like Apache has theirs listed, would be great. You'd want a place I think that has the following: 1) Ability for people to submit their own modules 2) Fields for the following (just guessing here) a) Author b) Date submitted c) Name of mod d) Brief Description e) Detailed description f) Website of owner g) Versions of OTRS mod is known to be compatible with h) Requirements i) Area for documentation / instructions / downloads required 3) Most popular mods page / area 4) Most recently updated mods page / area 5) OTRS mods search function (search by author / date / version compatibility, etc). I'm really basing these ideas off of the Movable Type Plug-ins website. http://mt-plugins.org/ CPAN Modules site: http://www.cpan.org/modules/ ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Wednesday, February 25, 2004 5:41 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Customizations Discussion Hi, On Mon, Feb 23, 2004 at 04:45:35PM -0500, Covert, Jake wrote: > Those look like some nice modifications. I think there should be maybe a > mods section of the website where users can submit custom modifications for > everyone to see / distribute. > > Then if they are popular enough, they'd eventually get rolled into the main > code. > > Martin, any hope of a "Mods" section of the website where the users can add > their own customizations? Going back through the mail list archives for > that one modification is a little bit of a hassle. Plus, there's no way to > tell what it worked on, how popular it is, etc... Jepp. A "Mods" section would be fine! :) Is there an open source software like http://modules.apache.org/? Thanks for feedback! > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > (586) 986-9698 Work > (586) 518-3859 Pager > http://www.eds.com > ********************************* Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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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planned FAQ-features in future releases
by Maibaum, Volker 26 Feb '04

26 Feb '04

Hello, A lot of people at our company are interested in a FAQ-System, but at the moment the functions in OTRS are still too rudimental. Especially following features are still missing: - FAQ-Sub-Topics (similar to sub-queues) - use of attachments - access on FAQ-Articles based on Groups (e.g. existing groups in OTRS) What features for the FAQ section are planned for the next releases and when will those feature probably be available? keep up the good work!, Volker

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