March 2004 - otrs - OTRS mailing lists

help
by Jonathan Cutting 24 Mar '04

24 Mar '04

-----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Wednesday, March 24, 2004 3:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 8, Issue 46 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Error: Action 'Installer' not found! (Wiktor Wodecki) 2. AW: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x (B?hler. Kai) 3. Error: Action 'Installer' not found! (Stig Graasb?l Rasmussen) 4. RE: feature request: query "time_accounting" for all ticke tsofcustomer x (Covert, Jake) 5. Some email addresses work, others don't (Joseph Saracino) 6. Some email addresses work, others don't (Joseph Saracino) 7. Re: Some email addresses work, others don't (Robert Kehl) ---------------------------------------------------------------------- Message: 1 Date: Tue, 23 Mar 2004 12:21:05 +0100 From: Wiktor Wodecki <wiktor.wodecki(a)net-m.de> Subject: Re: [otrs] Error: Action 'Installer' not found! To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <200403231221.05432.wiktor.wodecki(a)net-m.de> Content-Type: text/plain; charset="iso-8859-1" On Tuesday 23 March 2004 11:49, Stig Graasbøl Rasmussen wrote: > Thanks Wiktor, > > but i already installed the perl-DBI-1.20-68.i386.rpm and I have the DBI.pm > on my system in a folder named: /usr/lib/perl5/site_perl/5.6.1/i586-linux/ > > It is like the installer looks for it in the wrong place? do you have two perl versions installed? It seems so, the installer uses 5.8 but the DBI is installed in the 5.6.1 location. > > Any ideas? > > /Stig > > you miss the DBI perl module. reread the INSTALL file -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783 ------------------------------ Message: 2 Date: Tue, 23 Mar 2004 14:56:10 +0100 From: B?hler. Kai <K.Buehler(a)seeburger.de> Subject: AW: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <69F7B8985793E9478C7889E756C94C2D020267(a)SEEDEBREXCHCL.seeburger.de> Content-Type: text/plain; charset="iso-8859-1" Hello, we also discussed the statistics some weeks ago with Martin Edenhofer and we think we will enhance the statistics part in the next weeks and contribute our work to the OTRS product. Feel free to send us your ideas or requests you would like to see in otrs-stats part. Kai Buehler -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Robert Kehl Gesendet: Montag, 22. März 2004 20:16 An: User questions and discussions about OTRS. Betreff: Re: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x On Monday, March 22, 2004 3:10 PM Stephan Lauffer <lauffer(a)ph-freiburg.de> wrote: > we would like to have the count of all time units from > customer x per month. > maybe there are other otrs users who would like > to have such a feature (hope so!). ;) Yes, we would very much like to see more statistical brain in OTRS, too. Alas, it usually doesn't make it to Prio 1, as Statistics will always stay a bit outside the main focus of a Ticket Request System. We are looking forward to any sense-making contributions to the community and will try to integrate them asap. 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/ ------------------------------ Message: 3 Date: Tue, 23 Mar 2004 16:01:14 +0100 From: Stig Graasb?l Rasmussen <sgr(a)rovsing.dk> Subject: [otrs] Error: Action 'Installer' not found! To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <41084918B5D0D311923100508B8BE4FCE199F1@NAOMI> Content-Type: text/plain; charset="iso-8859-1" Thanks Wiktor, It appeared that it was a wrong version of the perl-DBI rpm I had installed on my system. After installing another one with the right version and a few more rpms I succeeded in getting my OTRS up and running. I just looked in the apache error_log whenever I had an error during installation - and finally I got through dispite the fact that I am new to linux based installation. /Stig ----------------------------------------- do you have two perl versions installed? It seems so, the installer uses 5.8 but the DBI is installed in the 5.6.1 location.

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Login - How can I remove the (request new password) option from the OTRS Admin Login page?
by Stig Graasbøl Rasmussen 24 Mar '04

24 Mar '04

Thanks Robert, I added the line you suggested into my /Kernel/Config.pm but I still get the (request new password option) on my login pages... Do I have to restart OTRS or apache to make the changes take effect? /Stig ------------------------------------- On Wednesday, March 24, 2004 12:46 PM Robert Kehl <robert.kehl at <http://lists.otrs.org/cgi-bin/listinfo/otrs> otrs.de> wrote: > $Self->{LostPassword} = 1; Ups - for sure you want a $Self->{LostPassword} = 0; in your situation. *g* Regards, Robert Kehl

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Login - How can I remove the (request new password) option from t he OTRS Admin Login page?
by Stig Graasbøl Rasmussen 24 Mar '04

24 Mar '04

Hi, Is there a way I can remove / disable the (request new password) option from the Admin Login page? The thing is that I am interested in administrating the passwords in a central way and therefore I don't want users or agents to request new passwords themselves. And another thing is that I have not got my sendmail to work yet and I won't risk that sombody requests a new password send by a mail that never reach its destination. Thanks Stig

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Some email addresses work, others don't
by Joseph Saracino 24 Mar '04

24 Mar '04

Some more followup . . . I've shifted our system to use sendmail (instead of SMTP) as a workaround, and we seem to be running smoothly again. I'm still curious why the system was able to send some email addresses and not others and would appreciate any ideas the community might have to debug it further. Thanks again :) -- Joe

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RE: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x
by Thau Thai 24 Mar '04

24 Mar '04

This is an attachment sent to me from Delphine Boulet. If the otrs team has not got a copy then I hope this will speed things up for you guys. Looking forward to see this feature implemented. A suggestion would be to have a page similar to the search utilities where the user can select type of graph, data to plot, date entries, entry field for graph titles and select scale of graph etc. I would like to have Total number of accounted units worked by each tech per week /month. Thanks. Regards, Thau. -----Original Message----- From: Covert, Jake [mailto:jake.covert@eds.com] Sent: Wednesday, 24 March 2004 2:16 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x Couple of request based statistical ideas: ==================================== Total number of tickets per queue per week / month Total number of accounted units per queue per week / month Total number of completed (successful / unsuccessful) tickets per week/month An easy way to limit the items graphed in the charts. Total number of tickets worked on by each tech per week /month Average time it takes for tickets to go from open to close by queue ==================================== ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bühler. Kai Sent: Tuesday, March 23, 2004 8:56 AM To: User questions and discussions about OTRS. Subject: AW: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x Hello, we also discussed the statistics some weeks ago with Martin Edenhofer and we think we will enhance the statistics part in the next weeks and contribute our work to the OTRS product. Feel free to send us your ideas or requests you would like to see in otrs-stats part. Kai Buehler -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Robert Kehl Gesendet: Montag, 22. März 2004 20:16 An: User questions and discussions about OTRS. Betreff: Re: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x On Monday, March 22, 2004 3:10 PM Stephan Lauffer <lauffer(a)ph-freiburg.de> wrote: > we would like to have the count of all time units from > customer x per month. > maybe there are other otrs users who would like > to have such a feature (hope so!). ;) Yes, we would very much like to see more statistical brain in OTRS, too. Alas, it usually doesn't make it to Prio 1, as Statistics will always stay a bit outside the main focus of a Ticket Request System. We are looking forward to any sense-making contributions to the community and will try to integrate them asap. 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/ _______________________________________________ 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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Some email addresses work, others don't
by Joseph Saracino 23 Mar '04

23 Mar '04

Hello OTRS'ers, We're in a bit of a crisis here because the system is acting somewhat unpredictably when sending emails. The issue first came up when trying to respond to a question and the system appeared to be choking on a valid email address. Further investigation with the same ticket revealed that some email addresses worked and others simply failed. Here's the result in the failure case: Error: Can't send to: barneyzang(a)yahoo.com! Enable debug for more info! ERROR: OTRS-CGI-1 Perl: 5.8.0 OS: darwin Time: Tue Mar 23 15:03:55 2004 Message: Can't send to: barneyzang(a)yahoo.com! Enable debug for more info! Traceback (389): Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 128 The interesting part is that, when using an alternate email address in the "to" line, it work fine, but others do not. I've disabled {CheckMXRecord} in my Config.pm file but still haven't had any luck. I've tried searching through the archives to find others with the same problem but haven't been able to find anything. Enabling Debug mode hasn't provided any extra info (either that or I'm using it incorrectly). I can't find the source to the {SMTPObject}->to() call in SMTP.pm I'm assuming that, for some reason, the {SMTPObject} thinks "barneyzang(a)yahoo.com" is invalid, but I can't figure out why it's choking. Does anyone have an idea where I could start looking to solve this problem? Thanks :) -- Joe Digidesign Engineering

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RE: [otrs] feature request: query "time_accounting" for all ticke tsofcustomer x
by Covert, Jake 23 Mar '04

23 Mar '04

Couple of request based statistical ideas: ==================================== Total number of tickets per queue per week / month Total number of accounted units per queue per week / month Total number of completed (successful / unsuccessful) tickets per week/month An easy way to limit the items graphed in the charts. Total number of tickets worked on by each tech per week /month Average time it takes for tickets to go from open to close by queue ==================================== ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bühler. Kai Sent: Tuesday, March 23, 2004 8:56 AM To: User questions and discussions about OTRS. Subject: AW: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x Hello, we also discussed the statistics some weeks ago with Martin Edenhofer and we think we will enhance the statistics part in the next weeks and contribute our work to the OTRS product. Feel free to send us your ideas or requests you would like to see in otrs-stats part. Kai Buehler -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Robert Kehl Gesendet: Montag, 22. März 2004 20:16 An: User questions and discussions about OTRS. Betreff: Re: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x On Monday, March 22, 2004 3:10 PM Stephan Lauffer <lauffer(a)ph-freiburg.de> wrote: > we would like to have the count of all time units from > customer x per month. > maybe there are other otrs users who would like > to have such a feature (hope so!). ;) Yes, we would very much like to see more statistical brain in OTRS, too. Alas, it usually doesn't make it to Prio 1, as Statistics will always stay a bit outside the main focus of a Ticket Request System. We are looking forward to any sense-making contributions to the community and will try to integrate them asap. 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/ _______________________________________________ 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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Error: Action 'Installer' not found!
by Stig Graasbøl Rasmussen 23 Mar '04

23 Mar '04

Thanks Wiktor, It appeared that it was a wrong version of the perl-DBI rpm I had installed on my system. After installing another one with the right version and a few more rpms I succeeded in getting my OTRS up and running. I just looked in the apache error_log whenever I had an error during installation - and finally I got through dispite the fact that I am new to linux based installation. /Stig ----------------------------------------- do you have two perl versions installed? It seems so, the installer uses 5.8 but the DBI is installed in the 5.6.1 location.

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AW: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x
by Bühler. Kai 23 Mar '04

23 Mar '04

Hello, we also discussed the statistics some weeks ago with Martin Edenhofer and we think we will enhance the statistics part in the next weeks and contribute our work to the OTRS product. Feel free to send us your ideas or requests you would like to see in otrs-stats part. Kai Buehler -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Robert Kehl Gesendet: Montag, 22. März 2004 20:16 An: User questions and discussions about OTRS. Betreff: Re: [otrs] feature request: query "time_accounting" for all ticketsofcustomer x On Monday, March 22, 2004 3:10 PM Stephan Lauffer <lauffer(a)ph-freiburg.de> wrote: > we would like to have the count of all time units from > customer x per month. > maybe there are other otrs users who would like > to have such a feature (hope so!). ;) Yes, we would very much like to see more statistical brain in OTRS, too. Alas, it usually doesn't make it to Prio 1, as Statistics will always stay a bit outside the main focus of a Ticket Request System. We are looking forward to any sense-making contributions to the community and will try to integrate them asap. 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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Error: Action 'Installer' not found!
by Stig Graasbøl Rasmussen 23 Mar '04

23 Mar '04

Thanks Wiktor, but i already installed the perl-DBI-1.20-68.i386.rpm and I have the DBI.pm on my system in a folder named: /usr/lib/perl5/site_perl/5.6.1/i586-linux/ It is like the installer looks for it in the wrong place? Any ideas? /Stig you miss the DBI perl module. reread the INSTALL file -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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