February 2004 - otrs - OTRS mailing lists

time zone question
by Bernhard Graf 18 Feb '04

18 Feb '04

I'm currently evaluating OTRS and have a first question: Is it true, that OTRS gets the current time from the database server? If so, is there a way to define an offset? If not, I'd plead to make this two configuration options: - time offset of database server (or better get time with gmtime()) - time offset of OTRS (or better let agents and customers define their time zones). My MySQL server runs on GMT(*) - calculating local time belongs to the application. (*) because - we have a world wide Internet - I don't want my database server to skip or insert an hour twice a year when switching from and to daylight saving time (imagine your telco did this while doing a call ;-). -- Bernhard Graf <otrs(a)augensalat.de>

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Update 1.1.3 -> 1.2.1 failed
by Daniel Seifert 18 Feb '04

18 Feb '04

Hi, we have been using OTRS 1.1.3 for about half a year now. When 1.2.1 was released today (according to the changelogs fixing most of the issues we have with OTRS), we installed it but are now encountering severe problems. Installation is done on a SuSE 9.0 installation (just an ordinary setup with security updates installed) via "rcotrs stop; rcapache stop; rcmysql stop; rpm -Uvh otrs-1.2.1-01.i386.rpm ; rcmysql start; rcapache start; rcotrs start" During installation the first bug is ... backup old (maybe not compatible) templates (of 1.1.3) mv: when moving multiple files, last argument must be a directory Try `mv --help' for more information. mv: when moving multiple files, last argument must be a directory Try `mv --help' for more information. ... After logging in to the new version and trying to list some tickets (e.g. by clicking on "You have 2 new message(s)!"), a 'Software error' with details "Can't use an undefined value as a HASH reference at /opt/otrs/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm line 793" is returned (on subsequent tries: "Can't locate object method "CharsetConvert" via package "Kernel::Language" at /opt/otrs/bin/cgi-bin/../../Kernel/Modules/AgentMailbox.pm line 214"). Going on trying to fix this (by restoring the backup or re-installing), subsequent errors were that the tickets could be listed (including the short preview on the text) but that when showing the contents every single mail was empty. Afterwards some new/unanswered support tickets were also lost and couldn't be recovered. I've now reverted back to 1.1.3. Maybe I did something wrong when updating but the link to the documentation on www.otrs.org where I hoped to find some pointers on how to update is not working at all, either. What would be the way to upgrade to the new version? -- Daniel Seifert <dseifert(a)gmx.de>

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Re: [otrs] Personal Queue / What is it good for?
by Robert L Mathews 18 Feb '04

18 Feb '04

At 2/16/04 3:30 PM, Martin Edenhofer <me(a)otrs.de> wrote: >*) "your queues" > >or > >*) "favourite queues" I think "your queues" better indicates that it's a set of queues that you have chosen. To me, "favourite queues" makes it sound like a setting that OTRS has decided for you, based on the frequency you access them or something. Just my 2 cents. Thanks for the great work! -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Installing OTRS on ISP account
by Daniel Selders 18 Feb '04

18 Feb '04

Hello, I would like to find out if anyone could explain to me how to reconfigure otrs to work from a user account at an ISP. Because it is an account at an ISP that means: --no access to root --cannot make an OTRS specific user --cannot put scripts anywhere but within my home directory. What I have done is to have a link to the otrs/bin directory under my public_html/cgi-bin directory. The farthest I have gotten using the installer just shows an error without any indication where the error happened: Error: Directory '/usr/local/apache/cgi-bin/../../scripts/database' not found! Comment: Contact your Admin! Because the version of perl on the system is not up to date, I have changed the first lines of the perl scripts using the following shell script: for i in `find ./` do if [ -f $i ] ; then sed -e 's/^#!\/usr\/bin\/perl/#!\/usr\/local\/perl-5.8.0\/bin\/perl/' $i > $i.new mv $i.new $i fi done I have a potential customer who would like to use it for his own business, and because I really think that OTRS is the bomb, I would like to be able to set it up for a lot of people. Thanks, Daniel Selders

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Upgrade to 1.2.1
by V i s h a l Kashyap ＠ [Sai Hertz And Control Systems] 18 Feb '04

18 Feb '04

Dear all, I am new to OTRS and out company has a previous install of OTRS *1.1.3 * As the new OTRS system has FAQ and knowledge base integrated we would like to migrate to 1.2.1 the latest version. So what must I do for an upgrade ? 1. Just copy the new otrs files to the apache directory from where the NOW *1.1.3 is being served *any help / URL would be very usefull -- Regards, Vishal Kashyap ~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~* You Guys start coding I will take care of what this customers needs. ~*~*~*~*~*~*~* I Know you believe my words so logon to Jabber.org and add vishalkashyap(a)jabber.org to your roster. OR Seek Me at 264360076 ~*~*~*~*~*~*~* I am usually called as Vishal Kashyap but my Girlfriend calls me as Vishal CASH UP. This is because others identify me because of my generosity but my Girlfriend identify me because of my CASH. ~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*

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RE: [otrs] change status-names
by TK 18 Feb '04

18 Feb '04

Hi Martin, > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Martin Edenhofer > Sent: Wednesday, February 18, 2004 2:02 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] change status-names > > > On Wed, Feb 18, 2004 at 01:25:19PM +0100, TK wrote: > > I changed the names of the status new and open. After that > I got an "Need Ticket ID"-error when creating a ticket in the > customer-interface. Why? > > I only changed the names, not the status_types. The default > status in the PhoneView changed to "closed succesfully" and > all open tickets changed to "closed succesfully", too. > > > > Whats the problem? > > Did you also change the new default state names in the config file? > > -=> http://doc.otrs.org/cvs/en/html/state.html end of the page if this is all I have to set in the config file, I must be able to make it without further help. Thanks a lot! > > > Tobias > > Martin Edenhofer Tobias > > -- > ((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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ticket zoom
by Daniel Balan 18 Feb '04

18 Feb '04

Hello Otrs, Here is scenario: I have 3 tickets in Postmaster queue (1,2,3) > zoom on ticket 2 > move it in "Testing" queue. 1. Using OTRS 1.1 I am still on the zoom of ticket 2 placed in the new queue; -- this is what I wish; 2. Using OTRS 1.2 I am in the Postmaster queue looking at ticket 1 and3. -- I do not want this. Is there a config option in order to fix it or this is a new "feature". Daniel

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change status-names
by TK 18 Feb '04

18 Feb '04

Hi there, I changed the names of the status new and open. After that I got an "Need Ticket ID"-error when creating a ticket in the customer-interface. Why? I only changed the names, not the status_types. The default status in the PhoneView changed to "closed succesfully" and all open tickets changed to "closed succesfully", too. Whats the problem? Thanks in advance! Tobias

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Body when closing tickets
by Daniel Seifert 18 Feb '04

18 Feb '04

Hi, since upgrading to 1.2.1 (yes, we finally managed it after the link to the documentation at the website was working again) we notice that we have to actually give an explanation when we want to close a ticket. Can this be switched off and if yes, how? -- Daniel Seifert <dseifert(a)gmx.de>

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Upgrade 1.1.1 -> 1.2.1
by Sorin BRABETE 18 Feb '04

18 Feb '04

Hello, The upgrade from 1.1.1 to 1.2.1 worked just fine. Only one problem. When I create a reply to a ticket, the signature is appended to the original text of the message. Before the upgrade, the signature was above the original (old) text of the message I am replying to. Any ideas how I can revert this behaviour? -- Best Regards, Sorin BRABETE

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