March 2004 - otrs - OTRS mailing lists

RE: [otrs] Possible bug when changing a user's email address
by Covert, Jake 30 Mar '04

30 Mar '04

Does anyone have any thoughts on this? Jake -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Covert, Jake Sent: Monday, March 29, 2004 2:17 PM To: User questions and discussions about OTRS. Subject: [otrs] Possible bug when changing a user's email address I'm trying to change a customer's email address via the "Customer User" panel. I find the user (via the list, his old email address) and hit change. I updated the necessary fields (Login/Email/CustomerID) with his new email address and hit change. Got this: ================================================= Error: No such user! Traceback: ERROR: OTRS-CGI-13 Perl: 5.6.1 OS: MSWin32 Time: Mon Mar 29 14:06:58 2004 Message: No such user! Traceback (1588): Module: Kernel::System::CustomerUser::CustomerUserUpdate (v1.17) Line: 171 Module: Kernel::Modules::AdminCustomerUser::Run (v1.9 ) Line: 100 Module: Apache::ROOT::otrs::index_2epl::handler (v1.66) Line: 687 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 ================================================= Using 1.2.2 on Windows. Built in OTRS customer backend. Before the 1.2.2 upgrade, this was an action that worked fine (1.1.2). Appreciate your thoughts. :-) ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* _______________________________________________ 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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Bug in code when using MSSQL - Fix Available
by Tyler Hepworth 30 Mar '04

30 Mar '04

Microsoft SQL Server 2000 complains about the table "system_user". It says there is an error near the keyword 'system'. System is a reserved word when using MSSQL. This message will pop up when trying to create the tables from the schema.sql file, when trying to populate the tables with the initial_insert.sql file, and any time the program tries to read or write to the system_user table. Here is how I worked around it: For the .sql files: Place double quotes around the word system_user So, change this: system_user to this: "system_user" For everything else, place the following in Config.pm $Self->{DatabaseUserTable} = '[system_user]'; The only difference from Defaults.pm is the use of [] around the term system_user. The [] tell the sql server to use the term literally instead of interpolating keywords. Tyler Hepworth

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Schemas for MSSQL
by Tyler Hepworth 30 Mar '04

30 Mar '04

I have attached a zip file that contains sql files for creating and populating an MSSQL database. Here is an overview of the changes I made to get it to work: Otrs-schema.mssql.sql (converted from otrs-schema.mysql.sql) -------------------------------------------------------------------- Changed all "AUTOINCREMENT" statements to "IDENTITY(1,1)" Changed: CREATE TABLE system_user to CREATE TABLE "system_user" The double quotes are needed or else MSSQL complains that "system" is a reserved keyword Changed INDEX commands. Example: Original: CREATE TABLE user_preferences ( user_id INTEGER NOT NULL, preferences_key VARCHAR (150) NOT NULL, preferences_value VARCHAR (250), INDEX index_user_preferences_user_id (user_id) ); Changed: CREATE TABLE user_preferences (v user_id INTEGER NOT NULL, preferences_key VARCHAR (150) NOT NULL, preferences_value VARCHAR (250), ); CREATE INDEX index_user_preferences_user_id on user_preferences (user_id) Had to move the index command outside of the () block. Had to add the word "CREATE" to the beginning of the index command. Had to specify in which table to create the index by using the keyword "on" and then stating a table name. Initial_insert.mssql.sql (changed from initial_insert.sql) ---------------------------------------------------- Changed all "MEDIUMTEXT" fields to "NTEXT" Changed all "LONGBLOB" fields to "TEXT" Placed doubles quotes around the table name system_user

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MSSQL Error
by Tyler Hepworth 30 Mar '04

30 Mar '04

I am a first time user of OTRS and have just finished setting it up on IIS / Microsoft SQL Server 2000. After I submit the username and password from the login page, I get the following error: Message: [Microsoft][ODBC SQL Server Driver][SQL Server]Line 1: Incorrect syntax near ';'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]The label 'WWVz' has already been declared. Label names must be unique within a query batch or stored procedure. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]The label 'WWVz' has already been declared. Label names must be unique within a query batch or stored procedure. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]The label 'WWVz' has already been declared. Label names must be unique within a query batch or stored procedure. (SQL-42000)(DBD: Execute immediate failed err=-1), SQL: 'INSERT INTO session (session_id, value) VALUES ('1059c9b91a8860e7c891225c6ae92c7a48', 'UserIsGroupRo[admin]:WWVz:';UserLastLogin:MTA4MDY2MjQ3NQ==:';UserLogin:cm9v dEBsb2NhbGhvc3Q=:';UserIsGroup[stats]:WWVz:';UserIsGroupRo[users]:WWVz:';Use rID:MQ==:';UserEmail:cm9vdEBsb2NhbGhvc3Q=:';UserPw:cm9LMjBYR2JXRXNTTQ==:';Va lidID:MQ==:';UserIsGroup[admin]:WWVz:';UserFirstname:QWRtaW4=:';UserIsGroupR o[stats]:WWVz:';UserLastname:T1RSUw==:';UserIsGroup[users]:WWVz:';UserType:V XNlcg==:';UserSessionStart:MTA4MDY2MjQ5Mw==:';UserRemoteAddr:MTAuMS4zLjE4:'; UserRemoteUserAgent:TW96aWxsYS81LjAgKFdpbmRvd3M7IFU7IFdpbmRvd3MgTlQgNS4xOyBl bi1VUzsgcnY6MS42KSBHZWNrby8yMDA0MDIwNiBGaXJlZm94LzAuOA==:';')' Traceback (1336): Module: Kernel::System::AuthSession::DB::CreateSessionID (v1.14) Line: 179 Module: Kernel::System::AuthSession::CreateSessionID (v1.20) Line: 67 Module: c:\inetpub\wwwroot\otrs\bin\cgi-bin\index.pl (v1.66) Line: 276 [Tue Mar 30 09:01:33 2004] index.pl: Can't insert session id! at c:/inetpub/wwwroot/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/DB.pm line 179. at c:/inetpub/wwwroot/otrs/bin/cgi-bin/../../Kernel/cpan-lib/CGI/Carp.pm line 301. Content-type: text/html <h1>Software error:</h1> <pre>Can't insert session id! at c:/inetpub/wwwroot/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/DB.pm line 179.</pre> <p> For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. </p> I believe it has to do with the way items are being quoted in the SQL string, but I do not know where to begin troubleshooting it? Any suggestions? Do you need more information from me? Thanks, Tyler Hepworth

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View next page of closed tickets
by TK 30 Mar '04

30 Mar '04

Hi all, when I wan't to view my closed tickets in the CustomerTicketOverView, I click on "Show closed tickets". If I have more than 25 closed tickets, I have to click on one of the page-numbers to view the next page of closed tickets. But everytime when I view my closed tickets and I want to sort tickets or view the next page of closed tickets, I get the page with my open tickets. Is this a known problem? Thanks a lot! Tobias

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I want to use the PostmasterPOP3 script, but...
by Evert Meulie 30 Mar '04

30 Mar '04

Hi everyone! Small problem... The following config: POP-ID: [username]@[domain A] Password: [password] POP-server: [domain B] How do I configure this pop account in OTRS? When I check this email account via webmail, I enter [username]@[domain A] as username, but if I configure it like that in OTRS, then the script tries to authenticate as [username]@[domain A]@[domain B], which of course doesn't work... Any suggestions on how do fix this? Doesn't have to be nice, as long as it works... 8-) Regards, Evert

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RE: [otrs] 1.2.2 questions
by Covert, Jake 30 Mar '04

30 Mar '04

Cool. Will you let me know if it makes it on the official "To-Do" list? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Monday, March 29, 2004 12:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] 1.2.2 questions On Monday, March 29, 2004 4:57 PM Covert, Jake <jake.covert(a)eds.com> wrote: > Having phone numbers for admins. Often customers would like to call > the admin/tech who's assigned to their ticket. And we want them to. > <OTRS_FIRST_NAME> <OTRS_LAST_NAME> > Phone: <OTRS_PHONE> Good idea, indeed. Shouldn't be too hard to implement, but would require changes to quite a number of files, I suppose - so do not expect an implementation tomorrow. 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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PGP Sign Outgoing Mails?
by Oliver Hitz 30 Mar '04

30 Mar '04

Hi all, I would like to have all outgoing mails signed with pgp/gpg. Has anybody already done this? I think this could probably best be implemented by creating a Kernel::System::Email::GPG module or something like that? Any comments? Ideas? Regards Oliver

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Bug in my brain ? (AgentPhone and AgentEmail: when select Queue, generated list of owners is false)
by Yann RICHARD 30 Mar '04

30 Mar '04

Hi all, I think this is a bug but before post it in the bugzilla, I would like to know if it is not a bug in my brain. I have users in a group R&D. A queue "Equipe R&D" who is associated to the R&D group. I try to Phone View or Compose Email. I select a customer from my LDAP and I take it. I Select "Equipe R&D" as "To:" , and the list of owner is false. The list have only 2 names and the group have 4 names. I have tried with other Group/Queue and I have the same problem. Is this problem could come from 1.1 -> 1.2 database upgrade ? Perhaps I have not understand what is the "owner" ? I use 1.2.2. with mySQL. User Backend is LDAP. I use the New LDAP backend from CVS who included the AlwaysFilter. Thanks in advance, Yann -- o--------------------------------------------------------------o | Yann Richard | | GPG FingerPrint: | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

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RE: Graphs and Reports
by Matt Wentworth 30 Mar '04

30 Mar '04

>>please do not full-quote your htmlized messages - it's quite hard to >>read and especially to find your answer in between all the quotings. Terribly sorry for the confusing posts. I'll try to keep them neater. Let me know if this looks better. >>Are you really forced to compile the software? I believe GD & Co. to be >>standards, so there must be some RPM available out there. Did you try >>http://rpm.pbone.net/? I had missed your previous post to me in message 52. Sorry to make you repeat yourself. Great information. I'm trying to download and install the rpms now. Thanks for the site reference. >>It isn't, as you left out the comments ;) The line we're searching for is >>under the top 10 lines, most probably exactly line 5. I think I got the proper info from AgentUtilSearch.dtl this time. fgrep "\$Id:" /opt/otrs/Kernel/Output/HTML/Standard/AgentUtilSearch.dtl # $Id: AgentUtilSearch.dtl,v 1.2 2003/03/22 07:03:44 martin Exp $ >>May I ask where you're coming from? Windows? Mac? None? My background so far has been entirely Windows. Started playing with Linux a few months back. I started with Debian, and have since moved on to RedHat. I have tried Request-Tracker, DCL(Double Chocolate Latte), and now OTRS. OTRS has been the best by far. :) The goal of learning Linux is to be able to manage the city's mail server without an outside vendor, and OTRS is to be used as a ticket system. >>Have you tried searching the archives of the user discussion list? Jake, thank you for the link. Really helpful in finding older info. Matthew Wentworth IT Administrator City of Dover, NH 288 Cental Avenue Dover, NH 03820-4169 e-mail: m.wentworth(a)ci.dover.nh.us phone: 603-516-6099

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