February 2004 - otrs - OTRS mailing lists

R: [otrs] Ticket Status "Removed"
by Bianchi, Giordano 24 Feb '04

24 Feb '04

Thanks for the reply Robert! 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? Thanks for your help, Giordano ------------------------cut---------------------------------------------- # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2002-2003 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: GenericAgent.pm.dist,v 1.4 2003/02/08 15:12:56 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- package Kernel::Config::GenericAgent; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.4 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) 'delete' => { # get all tickets with this properties Queue => 'delete', States => ['open','new','closed successful'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # DELETE! Delete => 1, }, }, ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ---------------------------cut------------------------------------------- -----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 -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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] Cron Jobs and Charts installation
by Jason Coltrin 23 Feb '04

23 Feb '04

My mistake, the OTRS User account is there - and I installed as such, I was just looking for the home directory, which I didn't create. In addition, the shell was set to /bin/true - so I couldn't get a shell when I 'su otrs' thanks, it's started now. Thanks for the direction for installing the GD modules into Perl also. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Monday, February 23, 2004 3:24 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Cron Jobs and Charts installation On Monday, February 23, 2004 11:44 PM Jason Coltrin <JColtrin(a)agia.com> wrote: > Dear Sirs, And Madams, hopefully... > I think there are other important cron jobs that should be running as > well as this may allow graphs. I don't have an OTRS system user > currently - do I need to create one first? Ouch - how did you really manage OTRS so far? Well, yes, a Linux system might run having everything set to 777, but it's more safe to use a specific user to operate on a server product. I believe no serious admin to have his/her apache running as root these days, for example, whereas in former days you'd encounter this case quite often... > Create an OTRS group? And with which rights? from INSTALL: 2. Create user: ------------ Add user: --------- $shell: useradd -d /opt/otrs/ -c 'OTRS user' otrs Add user to webserver group (if the webserver is not running with OTRS user): -------------------------------------------------------------------- --------- $shell: usermod -G nogroup otrs (SuSE=nogroup, Red Hat=apache) > Do I create copies of all the files in var/cron to a different, or > same directory? > What's the exact syntax for starting Cron.sh? # Cron.sh {start|stop|restart} OTRS_USER > Further, when running ./mkStats.pl I am returned: > Can't locate GD.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib Install the needed GD modules into your Perl. There are several ways to do so. Using CPAN will always work, I presume, although choosing available rpms or stuff might not be the badest idea around, at least if your system is merely built from rpms or similar binary packages. But in fact, it doesn't matter, really. hth, 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: 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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Cron Jobs and Charts installation
by Jason Coltrin 23 Feb '04

23 Feb '04

Dear Sirs, I believe I incorrectly set up cron jobs. I set up the Postmaster.pl to check for emails with my own cron job: (/opt/otrs/bin/./PostMasterPOP3.pl > /dev/null) but after looking to set up charts, I read this statement in the setup guide: 11. Cronjobs for the OTRS user: --------------------------- There are several OTRS default cronjobs in $OTRS_HOME/var/cron/*.dist. Make copies of all of the default cronjobs: cd var/cron for foo in *.dist; do cp $foo `basename $foo .dist`; done Or if you are installing OTRS an a Windows system: cd var/cron copy *.dist *. Use $OTRS_HOME/bin/Cron.sh {start|stop|restart} to start or stop this cr onjobs from $OTRS_HOME/var/cron/* (.dist will be ignored). >> Note: Install this cronjobs as OTRS user. << I think there are other important cron jobs that should be running as well as this may allow graphs. I don't have an OTRS system user currently - do I need to create one first? Create an OTRS group? And with which rights? Do I create copies of all the files in var/cron to a different, or same directory? What's the exact syntax for starting Cron.sh? Further, when running ./mkStats.pl I am returned: Can't locate GD.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /etc/perl /usr/local/lib/perl/5.8.1 /usr/local/share/perl/5.8.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8.1 /usr/share/perl/5.8.1 /usr/local/lib/site_perl .) at ./mkStats.pl line 36. BEGIN failed--compilation aborted at ./mkStats.pl line 36. Thanks for all of your support! Jason Coltrin AGIA

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OTRS Customizations Discussion
by Charles R. Thompson 23 Feb '04

23 Feb '04

I'm curious how far people have taken customizing OTRS inside and out. I think a shared discussion might help foster some new ideas others may not have considered. I'd appreciate any feedback from other users on things they've done to make the technician's jobs easier. I haven't modified the deep guts of OTRS too much myself, but have tweaked a few things based on requests from our users. Here are a couple of sorta large screenshots with notations of minor tweaks I've made to make technicians happy... Btw.. The timeframes on those.. We do some projects that take months and use OTRS to track them as well. We're not the slowest team on earth! ;) http://www.indysoft.com/personal/charles.thompson/indysoft/otrs1.gif (100Kb) http://www.indysoft.com/personal/charles.thompson/indysoft/otrs2.gif (90Kb) Charles

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Ticket Status "Removed"
by Bianchi, Giordano 23 Feb '04

23 Feb '04

Hi, 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. ---------------------------------------------------------------------------- ---- Action Comment NewTicket Ticket=[2004022010000076], ID=[4035] created (Q=Roma;P=3 normal;S=new). -root@localhost (Admin OTRS) 20/02/2004 10:11:37 CustomerUpdate CustomerID updated to 'xxx(a)xxx.it'. CustomerUser updated to 'xxx(a)xxx.it'.- root@localhost (Admin OTRS) 20/02/2004 10:11:37 StateUpdate Old: 'new' New: 'removed' - root@localhost (Admin OTRS) 20/02/2004 10:11:37 ---------------------------------------------------------------------------- ----- Any idea why it's doing this? Thanks in advance, Giordano Bianchi

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No Graphs
by V i s h a l Kashyap ＠ [Sai Hertz And Control Systems] 23 Feb '04

23 Feb '04

Dear All, Upgaraded to OTRS 1.2.1 from 1.1.3 * *RH 9.0 Perl 5.8 GCC 3.x.x Problem : Can not get graphs though GD is installed on the server. Graphs were not even generated in 1.1.3 I belive I am missing some thing Do you know what ? -- Best Regards, Vishal Kashyap Director / Lead Developer, Sai Hertz And Control Systems Pvt Ltd, http://saihertz.rediffblogs.com Jabber IM: vishalkashyap(a)jabber.org ICQ : 264360076 ----------------------------------------------- You yourself, as much as anybody in the entire universe, deserve your love and affection. - Buddha --------------- I am usually called as Vishal Kashyap and my Girlfriend calls me Vishal CASH UP. Because everyone loves me as Vishal Kashyap and my Girlfriend loves me as CASH. ___ //\\\ ( 0_0 ) ---------------o0o-----o0o---------------------

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OTRS and Postfix
by Ian J Maude 23 Feb '04

23 Feb '04

Hi all, I am new to the group and looking with interest at OTRS as an application. I am going to set up a SuSE box to experiment with OTRS but my preference is to use Postfix instead of Sendmail? Can this be done (this is probably a FAQ but I could not find it)? Many thanks Ian -- Ian Maude G0VGS Morecambe Lancs UK | ian(a)gb7mbc.net Sysop of GB7MBC, the Morecambe Bay Cluster Running Linux and DXSpider Find out about Summits on the Air! Visit the SOTA web site at http://www.sota.org.uk

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Bug In 1.2 Installer
by L. Mark Stone 23 Feb '04

23 Feb '04

Good morning! Our OTRS server machine also hosts several other web sites. To avoid touching httpd.conf by hand, we use YaST's etc/sysconfig editor to add include files under Network > WWW > Apache > HTTPD_CONF_INCLUDE_FILES, just like OTRS does. But after we installed the 1.2 rpm (upgrading from 1.1.3), we found that the listings for all of our other include files had been removed, leaving only the listing for the OTRS include file! Once we added back the listings for the other include files and restarted Apache (Not a big deal because we keep them all in one place) all of our other web sites hosted on this machine started working again. Thanks for a terrific product! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.com

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Reason for Field filename in FAQ->createArticle
by Maibaum, Volker 23 Feb '04

23 Feb '04

Hello, I want to use the faqs in my otrs installation... Can anyone tell me what's the reason for the field "filename" in FAQ? Why is the "filename" the primary Key in the mySQL-Table? I thought faq-articles where supposed to be stored in the database and not in the filesystem. Is it a problem for future releases when I make the filename-field in mySQL an auto_increment field? Another question: Is is possible to use attachments in faq-articles? thanks in advance! Volker

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error message in system log after the upgrade
by Teodor Georgiev 23 Feb '04

23 Feb '04

Hello list, I recently upgraded OTRS to 1.2.1. After the upgrade in the System Log I see the following message: notice OTRS-CGI-2 Sent customer 'OwnerUpdate' notification to 'yyyy(a)zzzz.zzz'. Fri Feb 20 11:47:03 2004 error OTRS-CGI-2 Can't get ArticleID from INSERT! Fri Feb 20 11:45:28 2004 notice OTRS-CGI-2 Sent customer 'OwnerUpdate' notification to 'yyyyyyy(a)yyyyy.yyy'. Fri Feb 20 11:45:28 2004 error OTRS-CGI-2 Can't get ArticleID from INSERT! Fri Feb 20 11:42:54 2004 notice OTRS-CGI-2 Sent customer 'StateUpdate' notification to 'xxxxxx(a)xxxxx.xx'. Fri Feb 20 11:42:54 2004 error OTRS-CGI-2 Can't get ArticleID from INSERT! What could be the reason for that ?

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