March 2004 - otrs - OTRS mailing lists

Error: Action 'Installer' not found!
by Stig Graasbøl Rasmussen 23 Mar '04

23 Mar '04

I forgot to mention that the apache error-log writes the following when I try to open the page: Can anybody tell what my problem is? [Mon Mar 22 19:01:53 2004] [error] Can't locate DBI.pm in @INC (@INC contains: / opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /var/www/ perllib /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/l ib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl . /srv/www/ /srv/www/lib/perl) at /opt/otrs/bin/cgi-bin /../../Kernel/Modules/Installer.pm line 18. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/Modules/ Installer.pm line 18. Compilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 47. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 47. I'm in the process of installing my OTRS system for the first time. I install on SuSE Linux SLES8. But after completing the steps of configuring the webserver with SuSEconfig and starting apache and MySql I get an error when I try to enter the URL: http://localhost/otrs/installer.pl <http://localhost/otrs/installer.pl> <http://localhost/otrs/installer.pl <http://localhost/otrs/installer.pl> > The error message is: Error: Action 'Installer' not Found! Can anybody tell me what I might be doing wrong? - I am quite new to Linux so it might well be some little foolish thing I have overseen. Thanks Stig Rasmussen

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LodModule troubles
by Steven Shults 22 Mar '04

22 Mar '04

hi, I've got the following in Config.pm: $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{LogModule::LogFile} = '/var/log/otrs.log'; I have restarted both apache and otrs since adding that to the Config. it's still writing to the syslog instead of /var/log/otrs.log any ideas what i may be doing wrong? thanks, ~Steven

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feature request: query "time_accounting" for all tickets of customer x
by Stephan Lauffer 22 Mar '04

22 Mar '04

hi! we would like to have the count of all time units from customer x per month. i saw there another time unit related requests: "Zeit pro Bearbeiter pro Monat" (per agent per month) http://lists.otrs.org/pipermail/dev/2004-January/000314.html maybe there are other otrs users who would like to have such a feature (hope so!). ;) -- Liebe Gruesse, with best regards Stephan Lauffer [ Pedagogical University Freiburg - Germany ] [ http://www.ph-freiburg.de/zik/ ] [ Fon/ Fax: +49 761 682 -459/ -486 ]

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Can't create new ticket via Compose Email
by Wes Plate 22 Mar '04

22 Mar '04

When I try to create a new ticket via Compose Email, I get this error: Software error: Can't write /opt/otrs/var/log/TicketCounter.log: at ../..//Kernel/System/Ticket/Number/AutoIncrement.pm line 66. For help, please send mail to the webmaster (root(a)localhost.localdomain) giving this error message and the time and date of the error. What do I need to do to fix this? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Error: Action 'Installer' not found!
by Stig Graasbøl Rasmussen 22 Mar '04

22 Mar '04

I'm in the process of installing my OTRS system for the first time. I install on SuSE Linux SLES8. But after completing the steps of configuring the webserver with SuSEconfig and starting apache and MySql I get an error when I try to enter the URL: http://localhost/otrs/installer.pl <http://localhost/otrs/installer.pl> The error message is: Error: Action 'Installer' not Found! Can anybody tell me what I might be doing wrong? - I am quite new to Linux so it might well be some little foolish thing I have overseen. Thanks Stig Rasmussen

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Re: custom users database in mysql
by pcs gmx mail 22 Mar '04

22 Mar '04

i had the same problem. information spread over 3 tables with 1:n relation. just specify in JOIN as table. look at my exmaple: $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:ODBC:EV_NEU', Table => 'Adresse LEFT OUTER JOIN Kunde ON Kunde.Adresse_ID = Adresse.ID LEFT OUTER JOIN Ansprechpartner ON Ansprechpartner.Adresse_id = Adresse.ID', }, # customer uniq id CustomerKey => 'Adresse_Matchcode', # customer # CustomerID => 'KtoNr', CustomerValid => 'IstFirma', CustomerUserListFields => ['Adresse.Firmenname_1','Adresse.Firmenname_2'], CustomerUserNameFields => ['Ansprechpartner.Nachname'], ReadOnly => 1, Map => [ [ 'UserCompanyname', 'Firmenname', 'Adresse.Firmenname_1', 1, 1, 'var' ], [ 'UserFirstname', 'Vorname', 'Ansprechpartner.Vorname', 1, 1, 'var' ], [ 'UserLastname', 'Nachname', 'Ansprechpartner.Nachname', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'Adresse_Matchcode', 0, 1, 'var' ], [ 'UserPassword', 'Password', 'Adresse_Matchcode', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'Ansprechpartner.E_mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'Ktonr', 0, 1, 'var' ], [ 'ValidID', 'Valid', 1, 0, 1, 'int' ], ], }; i hope this gives you a hint. best regards pcs

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AW: [otrs] Installing OTRS on SuSE SLES8
by Maibaum, Volker 22 Mar '04

22 Mar '04

Hallo, I have installed otrs on SuSE SLES8 and I had also the problem that there where some packages missing. I had to build the following packages before I could install otrs: perl-Msql-Mysql-modules-1.2219-153.s390x.rpm perl-Data-ShowTable-3.3-372.s390x.rpm OTRS is running stable and with a good performance on our SLES8 (S390, 64bit) Volker -----Ursprüngliche Nachricht----- Von: Stig Graasbøl Rasmussen [mailto:sgr@rovsing.dk] Gesendet: Montag, 22. März 2004 12:28 An: 'otrs(a)otrs.org' Betreff: [otrs] Installing OTRS on SuSE SLES8 Hi, I have just downloaded the newest OTRS RPM for SUSE Linux (OTRS 1.2.2 for SuSE Linux 8.x RPM) and is trying to install it on my SLES8 system. But while installing from YAST it says that I have conflicts and need to have som perl modules. The OTRS manual says that some Perl modules are required but it also says that YAST will handle and solve these problems... I don't see how? The only options I get from YAST is to either not install OTRS or to ignore dependensies. Can anybody tell me what to do? Do i need another OTRS RPM? or do I need to find an RPM with the required Perl modules? Thanks Stig Rasmussen

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Installing OTRS on SuSE SLES8
by Stig Graasbøl Rasmussen 22 Mar '04

22 Mar '04

Hi, I have just downloaded the newest OTRS RPM for SUSE Linux (OTRS <ftp://ftp.gwdg.de/pub/misc/otrs/RPMS/suse/8.x/otrs-1.2.2-01.i386.rpm> 1.2.2 for SuSE Linux 8.x RPM) and is trying to install it on my SLES8 system. But while installing from YAST it says that I have conflicts and need to have som perl modules. The OTRS manual says that some Perl modules are required but it also says that YAST will handle and solve these problems... I don't see how? The only options I get from YAST is to either not install OTRS or to ignore dependensies. Can anybody tell me what to do? Do i need another OTRS RPM? or do I need to find an RPM with the required Perl modules? Thanks Stig Rasmussen

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Attachments also in plain.txt?
by Roland 22 Mar '04

22 Mar '04

I have switched to "ArticleStorageFS" as is recommednded for large Attachements. Now I have discovered, that the plain.txt file is nothing more than the complete MIME message. This would not be bad, but this means it already contains all of the attachements. So every article directory will need to hold roughly twice as much space as one would guess. I am now wondering which rationale is behind this storage layout. Please don't get me wrong, as I am (almost) perfectly happy with this, since I am still trying to render these RFC 2557 multipart/related beasts. Now that I have found, that plain.txt still contains everything I need, I again have hope to be able to render it, since other perl based programs like OpenWebMail can do it too. Might it be, that I am not aware of other methods of sending attachements, that are not contained within plain.txt? regards, Roland

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custom users database in mysql
by Arkadiusz Miskiewicz 21 Mar '04

21 Mar '04

Hi, I currently have custom php based system which keeps whole users database in mysql. I'm trying to make otrs use the same database (read-only) but the problem is that users are not keept in one table... there are multiple tables which contain information about users. From what I see otrs wants one table with all fields in it (at least that's how it looks on example http://doc.otrs.org/1.2/en/html/customer-user-backend.html) Is it possible to define my own SQL queries or better force otrs to get all data from some page like http://xyz.pl/users.php (so I could write all SQL magic into users.php and return proper entries). http-link in CustomerUser is for this purpose or something else? Thanks for hints, -- Arkadiusz Miśkiewicz CS at FoE, Wroclaw University of Technology arekm.pld-linux.org, 1024/3DB19BBD, JID: arekm.jabber.org, PLD/Linux

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