March 2004 - otrs - OTRS mailing lists

RE: [otrs] Upgrate to 1.2.2 Admin Account Problem
by Covert, Jake 30 Mar '04

30 Mar '04

What does the OTRS log file say? Jake Covert -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rob Poudrette Sent: Monday, March 29, 2004 11:57 AM To: otrs(a)otrs.org Subject: [otrs] Upgrate to 1.2.2 Admin Account Problem Hello, After running 1.1 for almost a year, I decided to upgrade to 1.2.2. After doing this I noticed that I did not see any of my tickets anymore. When I log in using the root account, I also noticed that the advanced functionality has disappeared. I'm running RH 8.0 and MySQL. Any help would be greatly appreciated. Rob _______________________________________________ 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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Article keys not appearing all the time
by Paul 29 Mar '04

29 Mar '04

Hi all, Using 1.2.2 I've noticed that the OTRS article keys don't always appear. Here are my headers: X-Otrs-Ident: alphanumericidentstring X-Otrs-Articlekey3: Status X-Otrs-Articlevalue3: VALIDATED - User is Logged In X-Otrs-Customerno: User&asdf X-Otrs-Articlekey1: Registered User X-Otrs-Articlevalue1: User&asdf X-Otrs-Articlekey2: Registered E-mail X-Otrs-Articlevalue2: mail(a)example.com Yet OTRS does not display the article keys. I'm not sure if it's related to the "&" symbol but I have not noticed a pattern. It works for most, but some e-mails fail. Do I have something misconfigured? Thanks, Paul

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RE: [otrs] Upgrate to 1.2.2 Admin Account Problem
by Covert, Jake 29 Mar '04

29 Mar '04

Three questions: 1) Did you make any changes in your config.pm from 1.1 to 1.2.2? 2) Do you have any special custom stuff in your config.pm? 3) Did you run the db_update sql? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rob Poudrette Sent: Monday, March 29, 2004 12:18 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Upgrate to 1.2.2 Admin Account Problem Covert, Jake wrote: >What does the OTRS log file say? > > > I could not find a log file for OTRS, but here is something from my messages file: Mar 29 11:12:46 venera OTRS-CGI-10[891]: [Error][Kernel::System::Group::GroupMemberList][Line:409]: Unknown column 'gu.permission_key' in 'field list', SQL: 'SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_user gu WHERE g.valid_id in ( 1 ) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ('rw', 'rw') AND gu.user_id = 2' Mar 29 12:10:03 venera OTRS-PM3-10[2410]: [Error][Kernel::System::POP3Account::POP3AccountGet][Line:112]: Unknown column 'comments' in 'field list', SQL: 'SELECT login, pw, host, queue_id, trusted, comments, valid_id FROM pop3_account WHERE id = 1' Mar 29 12:10:03 venera OTRS-PM3-10[2410]: [Error][main::FetchMail][Line:130]: Can't connect to >Jake Covert > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rob >Poudrette >Sent: Monday, March 29, 2004 11:57 AM >To: otrs(a)otrs.org >Subject: [otrs] Upgrate to 1.2.2 Admin Account Problem > > > >Hello, > >After running 1.1 for almost a year, I decided to upgrade to 1.2.2. >After doing this I noticed that I did not see any of my tickets >anymore. When I log in using the root account, I also noticed that the >advanced functionality has disappeared. I'm running RH 8.0 and MySQL. >Any help would be greatly appreciated. > > >Rob > >_______________________________________________ >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/ >_______________________________________________ >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/ > > _______________________________________________ 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] Graphs and Reports
by Covert, Jake 29 Mar '04

29 Mar '04

Also Matt, I know through watching this list for a while, that many users have had the 'ol GD not working problem before (myself included during my first install). Have you tried searching the archives of the user discussion list? http://www.mail-archive.com/otrs%40otrs.org/ :-) Jake Covert -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Monday, March 29, 2004 12:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Graphs and Reports Dear Matt, 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. I understand that you may be forced to use Exchange, which does not support correct quoting, but please be so kind to shorten the quoted text to the minimum extend. Thank you. On Monday, March 29, 2004 6:09 PM Wentworth, Matt <m.wentworth(a)ci.dover.nh.us> wrote: >> My account is in the 'stats' group. I'm having a lot of trouble >> getting the GD modules to install. I had to upgrade my libgd to work >> with the newer GD. I installed JPEG and FreeType support. I still >> get an error installing the GD module.. >> >> make: *** [GD.o] Error 1 >> >> /usr/bin/make -- NOT OK There are more errors in the make output, explaining what went wrong in detail, have a closer look at. 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/ ? 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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RE: [otrs] 1.2.2 questions
by Covert, Jake 29 Mar '04

29 Mar '04

Excellent answers Robert. All answered except one: 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. ;-) (Well, kind of...) So I figured there should be a way to put a phone number in for each admin/tech in the system. Then, using the signature page, I could change the signature to look something like this: ================================== Your OTRS-Team <OTRS_FIRST_NAME> <OTRS_LAST_NAME> Phone: <OTRS_PHONE> -- Super Support Company Inc ================================== Let me know what you think. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* >> * Can you add a phone number field for the techs? And then, is there >> a way to use a variable to put this phone number in each Tech's >> signature? > >I don't understand this. The idea of FreeText fields doesn't fit? >

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Graphs and Reports
by Wentworth, Matt 29 Mar '04

29 Mar '04

-"Robert Kehl"- "This is merely not possible. Please give the Revision of the file /opt/otrs/Kernel/Output/HTML/Standard/AgentUtilSearch.dtl. Find it in line 5." -"Matt Wentworth"- Thanks so much for helping out. I appreciate it. I'm fairly new to Linux, and learning on the fly. I wanted to make sure I got the right line for you so here's copy of the file.. /opt/otrs/Kernel/Output/HTML/Standard/AgentUtilSearch.dtl  <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td align="left" class="table0""> <b>$Env{"Box0"}$Text{"Ticket Search"}$Env{"Box1"}</b> </td> </tr> <tr> <td align="center" valign="top" class="table1"> <p> <form action="$Env{"CGIHandle"}" method="get"> <input type="hidden" name="Action" value="AgentUtilities"> <input type="hidden" name="Subaction" value="Search"> <br> <table border="0" width="600" cellspacing="1" cellpadding="3"> <tr align="center"> <td colspan="2" class="table2">$Config{"TicketHook"}-$Text{"search (e. g. 10*5155 or 105658*)"}</td> </tr> <tr align="center"> <td colspan="2" ><input type="text" name="TicketNumber" size="30" value="$Data{"TicketNumber"}"></td> "AgentUtilSearch.dtl" [readonly] 100L, 3041C -"Robert Kehl"- "You have to have some additional modules loaded. GD, GD::Text, GD::Graph. You have to be in the 'stats' group." -"Matt Wentworth"- My account is in the 'stats' group. I'm having a lot of trouble getting the GD modules to install. I had to upgrade my libgd to work with the newer GD. I installed JPEG and FreeType support. I still get an error installing the GD module.. make: *** [GD.o] Error 1 /usr/bin/make -- NOT OK I even tried to force install but it wouldn't go. Any common mistake pointers? Thanks again for all of the help, I'm so close to having this great system fully functional! :) Matthew Wentworth IT Administrator City of Dover, NH 288 Cental Avenue Dover, NH 03820-4169 e-mail: m.wentworth(a)ci.dover.nh.us Dover: First in New Hampshire, First with you! http://www.ci.dover.nh.us <http://www.ci.dover.nh.us/> This electronic message and any attachments may contain information that is confidential and/or legally privileged in accordance with NH RSA 91-A and other applicable laws or regulations. It is intended only for the use of the person and/or entity identified as recipient(s) in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material. Do not print, deliver, distribute or copy this message, and do not disclose its contents or take any action in reliance on the information it contains unless authorized to do so. Thank you. ------------------------------ Message: 3 Date: Thu, 25 Mar 2004 11:15:24 -0500 From: "Wentworth, Matt" <m.wentworth(a)ci.dover.nh.us> Subject: [otrs] Graphs and Reports To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <9B210E615E37CB4DAA8A0B28C9A3100001AE06BB(a)citymail2.ci.dover.nh.us> Content-Type: text/plain; charset="us-ascii" I am looking for some help with being able to save my searches into different formats, and having the graphs write to the webpage. I'm running Redhat 8 with all the most recent packages. Installed the .rpm package for Redhat8 from the orts.org site. I have upgraded to OTRS 1.2.2. Under "Utilites" in my search page I don't have the section for "Result Form", also in the "Stats" page I have a section labeled Graph but no graphs below. I haven't been able to find anything in the users guide that refers to these. Please help. Thank you. Matthew Wentworth IT Administrator City of Dover, NH 288 Cental Avenue Dover, NH 03820-4169 e-mail: <mailto:m.wentworth@ci.dover.nh.us <mailto:m.wentworth@ci.dover.nh.us> > m.wentworth(a)ci.dover.nh.us Dover: First in New Hampshire, First with you! <http://www.ci.dover.nh.us <http://www.ci.dover.nh.us/> > http://www.ci.dover.nh.us <http://www.ci.dover.nh.us/> This electronic message and any attachments may contain information that is confidential and/or legally privileged in accordance with NH RSA 91-A and other applicable laws or regulations. It is intended only for the use of the person and/or entity identified as recipient(s) in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material. Do not print, deliver, distribute or copy this message, and do not disclose its contents or take any action in reliance on the information it contains unless authorized to do so. Thank you.

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Upgrate to 1.2.2 Admin Account Problem
by Rob Poudrette 29 Mar '04

29 Mar '04

Hello, After running 1.1 for almost a year, I decided to upgrade to 1.2.2. After doing this I noticed that I did not see any of my tickets anymore. When I log in using the root account, I also noticed that the advanced functionality has disappeared. I'm running RH 8.0 and MySQL. Any help would be greatly appreciated. Rob

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BCC'd e-mails and capturing system address
by Paul 29 Mar '04

29 Mar '04

Hi, Occasionally we receive e-mails that are BCC'ed to us. Since there is no valid "To:" or "Cc:" OTRS cannot determine the correct queue and puts the message in the Raw queue. Looking at the headers, we see this: Received: from example.com (mail.example.com [xxx.xxx.xxx.xxx]) by our.domain (Postfix) with ESMTP id E62C989BDF1 for <systememail(a)our.domain>; Wed, 24 Mar 2004 17:55:37 -0500 (EST) <snip> To: Mail Recipients: ; We have a queue for systememail(a)our.domain however messages that arrive in this fashion don't get in there. Is there a way we can capture the correct address from the Received: line? Is this the way BCC'ed e-mails work universally or a postfix specific implementation? Perhaps procmail can somehow handle this and rewrite the To: line? I'd appreciate any suggestions. Paul

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why was a message 'removed'?
by Brendan Humphreys 29 Mar '04

29 Mar '04

Hi Folks, First up - big thanks for OTRS - we are using it for product support at www.thecortex.net and it's a godsend! Today we had a mail arrive and get put into state 'removed' automatically by OTRS. Can someone tell me how this happened, and how I can stop it? See the ticket history below. Cheers, -Brendan Clover: Code Coverage made easy http://www.thecortex.net/clover FishEye: Get more out of CVS! http://www.thecortex.net/fisheye Ticket History: NewTicket Ticket=[2004032510000136], ID=[2208] created (Q=Fisheye Support;P=3 normal;S=new). - root@localhost (Admin OTRS) 03/25/2004 05:30:03 CustomerUpdate CustomerID updated to 'xxx(a)yyyy.com'. CustomerUser updated to 'xxx(a)yyyy.com'. - root@localhost (Admin OTRS) 03/25/2004 05:30:03 StateUpdate Old: 'new' New: 'removed' - root@localhost (Admin OTRS) 03/25/2004 05:30:03

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RE: [otrs] Database import export (populating a new OTRS instance withdata from an existing OTRS instance)
by Covert, Jake 29 Mar '04

29 Mar '04

Is there a windows equivalent to these two scripts? (.bat / .pl scripts?) Jake Covert -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Monday, March 29, 2004 7:47 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Database import export (populating a new OTRS instance withdata from an existing OTRS instance) On Monday, March 29, 2004 1:38 PM Stig Graasbøl Rasmussen <sgr(a)rovsing.dk> wrote: >> I have currently one OTRS instance running on one machine, but I am >> planning on installing a new (fresh) OTRS instance on a larger >> server. Therefore I am interested in hearing about best practices >> and experiences on how to export data from one OTRS instance to >> another. Have a look inside scripts/, there you find backup.sh and -who'd have thought that?- restore.sh. Dive into them to get to know what they're doing, it's quite comprehensive. After diving, come out of the water, dry yourself and use'em. ;) 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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