February 2004 - otrs - OTRS mailing lists

cvsweb file access
by Brice Levy 17 Feb '04

17 Feb '04

It seems that I can not access the files from cvsweb, I get the following error : -- Error: Unexpected output from cvs co: cvs [checkout aborted]: Absolute module reference invalid: `/otrs/Kernel/Output/HTML/Agent.pm' Check whether the directory /home/cvs/CVSROOT exists and the script has write-access to the CVSROOT/history file if it exists. The script needs to place lock files in the directory the file is in as well. -- I can browse the tree, only the 'download' links report this error. I am behind a http proxy. I hope it is not on my side but I don't think so, as i could access cvs files previously from cvsweb Brice

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Updating to 1.2.1
by TWC|Mario Peschel 17 Feb '04

17 Feb '04

Hi all, I just updated to version 1.2.1. The update was successfull and OTRS works, but I get the following message from cron every 20 minutes: Can't load agent job file 'Kernel::Config::GenericAgent': No such file or directory Whats going wrong here? I also tried the Customer User Backend today, but when I access this site: http://localhost/otrs/index.pl?Action=AdminCustomerUser the load goes high and nothing happens: PID USER PRI NI SIZE RSS SHARE STAT %CPU %MEM TIME COMMAND 26860 www-data 19 0 53092 51M 2100 R 94.4 21.3 4:00 index.pl mysql's "SHOW PROCESSLIST" shows nothing. :-( This is my Config.pm: $Self->{CustomerUser} = { Name => 'My User Database', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:mysql:database=database;host=localhost', User => 'username', Password => 'password', Table => 'my_user_table', }, CustomerKey => 'UserID', CustomerID => 'UserID', CustomerUserListFields => ['UserID','Vorname','Nachname','Email'], CustomerUserSearchFields => ['UserID', 'Nachname', 'Email'], CustomerUserPostMasterSearchFields => ['Email'], CustomerUserNameFields => ['Anrede', 'Vorname', 'Nachname'], Map => [ [ 'UserSalutation', 'Salutation', 'Anrede', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'Vorname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'Nachname', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'UserID', 1, 1, 'int' ], [ 'UserEmail','Email','Email', 1, 1, 'var','$Env{"CGIHandle"}?\ Action=AgentCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}' ], [ 'UserCustomerID', 'CustomerID', 'UserID', 0, 1, 'var' ], ], }; This is my table: CREATE TABLE my_user_table ( UserID int(9) NOT NULL auto_increment, Anrede varchar(255) NOT NULL default '', Vorname varchar(255) NOT NULL default '', Nachname varchar(255) NOT NULL default '', Email varchar(255) NOT NULL default '', PRIMARY KEY (UserID), KEY UserID (UserID) ) TYPE=MyISAM; By the way, how can I use the new FAQ tables and faq.pl? Is there any documentation yet? Regards, Mario

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RE: [otrs] 403 Forbidden
by Stefan Testa 16 Feb '04

16 Feb '04

Please disregard. I found my problem. I had to manually change the SetPermissions.sh to replace both instances of "nogroup" with "apache" (I'm running redhat 9. I hope this helps someone else. -----Original Message----- From: Stefan Testa Sent: Monday, February 16, 2004 5:40 PM To: otrs(a)otrs.org Subject: [otrs] 403 Forbidden I attempted to upgrade an existing OTRS 1.1 to the new 1.2, and it didn't seem to go so well. Everything on the checklist executed properly, but when I try to hit the site I get. 403 You don't have permission to access /otrs/index.pl on this server. I feel like it's something really silly that I just keep missing. I have checked the file permissions on /opt/otrs/bin/cgi-bin/* and everything looks good. I am running Apache 2.0.40 and can't find traces of otrs anywhere in the httpd.conf. Below is the content of /etc/httpd/conf.d/otrs.conf # -- # added for OTRS (http://otrs.org/) # -- # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 I very greatly appreciate any help that could be provided, Stefan _______________________________________________ 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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Allowing Users to See Requests from Others in Their Organization
by Jason Grigsby 16 Feb '04

16 Feb '04

Hello everyone, We've been looking for a new request tracking system. I'm having trouble discerning from the OTRS documentation whether or not OTRS supports one of our requirements. I hoped someone on this list might be able to help. We have many customers who are organization (e.g., ACME Company). Within each organization, there are several users who send us requests. One of the problems we have right now is the Joe and Sue from ACME Company don't talk to each other about their requests. Therefore, both Joe and Sue believe they should get their requests handled immediately without realizing that someone else from their company is ahead of them in the queue. What we would like is a system where Joe and Sue can see each other's requests but not any requests from other customer organizations. Is that possible with OTRS? Thank You, Jason

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Re: [otrs] Personal Queue / What is it good for?
by Robert L Mathews 16 Feb '04

16 Feb '04

At 2/16/04 3:00 AM, "Brice Levy" <brice.levy(a)6wind.com> wrote: >The personal queue is the queue of your 'favourite' queues. >You can configure in the preferences area which real queues belong to your >personal queue. >If you want to get notified of new tickets arriving in a queue, it must >belong to your personal queue. The term "personal queue" confused me at first, too -- it implies that it's a separate queue, unrelated to the others, but it's not. In our copy of OpenSRS I changed "personal queue" to "your queues", and it makes much more sense to us; my users understand what it means right away. Perhaps "your queues" would be a better phrase to use in the future. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Configuration problem/question
by edukes＠alltel.net 16 Feb '04

16 Feb '04

Hello, I am new to OTRS and a little confused. I am running OTRS on a RedHat 9.0 system. I have installed OTRS 1.2. I am using the webform.pl for support ticket entry. I have three queues, billing, support and sales. I set up mail only accounts for these 3 queues as billing, support and sales. I have added them to the .fetchmailrc. I have tried to assign the queues in the pop3 account setup but it won't save the changes. I don't know if its a permissions problem or a bug. I tried to run the SetPermissions.sh but it complains about an invalid group of "nogroup". I tried editing the script to use "nobody" but it stll complains about an invalid group of "nogroup". What's up with that? OTRS will respond to tickets generated from the webform but the problem is if a ticket is sent in for "billing", the auto-response comes back from sales. Can anyone help me out? TIA

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403 Forbidden
by Stefan Testa 16 Feb '04

16 Feb '04

I attempted to upgrade an existing OTRS 1.1 to the new 1.2, and it didn't seem to go so well. Everything on the checklist executed properly, but when I try to hit the site I get. 403 You don't have permission to access /otrs/index.pl on this server. I feel like it's something really silly that I just keep missing. I have checked the file permissions on /opt/otrs/bin/cgi-bin/* and everything looks good. I am running Apache 2.0.40 and can't find traces of otrs anywhere in the httpd.conf. Below is the content of /etc/httpd/conf.d/otrs.conf # -- # added for OTRS (http://otrs.org/) # -- # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 I very greatly appreciate any help that could be provided, Stefan

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Planning for production site upgrade to version 1.2
by Lisa Shields 16 Feb '04

16 Feb '04

Hello there, We are eagerly anticipating some of the new capabilities in OTRS South Beach. I have a few advance-planning questions: (1) Will it be possible to set up a new 1.2 instance of OTRS and have it point to our existing mysql OTRS 1.1 database? - Is it possible to install & run 1.2 simulatneously with our current 1.1 instance? - Are there any database schema changes? (2) Has there been migration documentation produced? If the answer for (1) and (2) is yes and yes, then: beauty! If not, are you looking for a not-too-skillful volunteer site to be a guinea pig? best regards, thanks for OTRS! Lisa Lisa Shields hyperWALLET Systems Inc 302-750 West Pender St, Vancouver BC Canada V6C 2T8 1-604-482-0096 office 1-604-351-9634 mobile/sms lshields(a)hyperwallet.com -- http://www.fastmail.fm - Faster than the air-speed velocity of an unladen european swallow

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CustomerID text
by Gold, Steven T 16 Feb '04

16 Feb '04

OTRS version 1.2b2 Because I am trying to make it easy for my end users and techs, I want to use the 4-digit phone extension as the CustomerID. The only place I have not been able to replace the text (I am not changing the DATA field, just TEXT) has been on the http://localhost/otrs/index.pl?Action=AdminCustomerUser <http://localhost/otrs/index.pl?Action=AdminCustomerUser> page. Any ideas? Steve > _________________________________________________ > > Steve Gold > Network Administrator > WBFS-UPN33, WTVX-UPN34 & WFOR-CBS4 > (Voice) 305-639-4681 > (beeper) 305-277-0288 > In accordance with federal regulations, you can have your email address removed from future mailings by following the instructions available at http://www.wfor.com/emailoptout <http://www.wfor.com/emailoptout>

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canned text reply ordering
by Stefan Testa 16 Feb '04

16 Feb '04

I am hoping that someone might be able to point me in the right direction. The default setting of the ticket reply email is to order the response: SALUTATION | PREVIOUS TEXT | CANNED RESPONSE | SIGNATURE Is there any way to either remove the 'previous text' entirely or move it to the end of the message? The current order creates almost unreadable threads when much of your customers use HTML email. Any help is very greatly appreciated. Stefan

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