May 2004 - otrs - OTRS mailing lists

mysql fails to start
by Jesse 31 May '04

31 May '04

Hello all, I am currently running mysql on a SuSE 9.0 machine. here is the mysql version Server version 4.0.15 Protocol version 10 Connection Localhost via UNIX socket UNIX socket /var/lib/mysql/mysql.sock Uptime: 23 min 0 sec The problem I'm having is that whenever I start the service "rcmysql start" it fails to start. the weird thing is that I can access the databases and login to mysql. Any idea on what I can try to correct this problem and get the daemon to run properly? thanks marshall

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Login Error message "login failed!"
by Jesse 31 May '04

31 May '04

I recently installed otrs and followed the suse howto but when I login I get this error: "Login failed! Your username or password was entered incorrectly." I'm not sure how to add a user to get this to work, but I've tried the root user and the otrs user and get this message on both accounts. thanks marshall

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Installation on SuSE-9.1, was: Installation on Fedora Core 1
by BK 30 May '04

30 May '04

Hi, otrs runs now on my SuSE-9.1 with a small blemish: The icons will not be displayed. I am not very familiar with the apache2 configuration. So could anybody give me a hint for apache2 configuration. The error log looks like this: --------------apache2 error_log ------------- [Sat May 15 21:44:56 2004] [error] [client 127.0.0.1] client denied by serverconfiguration: /opt/otrs/var/httpd/htdocs/images/Standard/spell.png,referer:http://localhost/otrs/index.pl?Action=AgentEmail&Session=10ca91fb24ee0b63bf6dc3ef7092954613 --------------------------------- Thanks.

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PostMasterPOP3.pl issue
by Eric Boudrand 30 May '04

30 May '04

Hi, I installed OTRS on a Windows 2000 server with Apache. I had an issue with PostMasterPOP3.pl. I received a mail from a customer with an 2.2 Mb attachment (a word file). Perl.exe process goes to an endless loop. I had to kill it. In otrs log file which was 19 Mb large, I found these lines : [Tue May 25 14:45:04 2004][Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [1000040] created (TicketID=41, ArticleID=96). [Tue May 25 14:46:28 2004][Error][Kernel::System::Ticket::ArticleStorageDB::WriteArticlePlain][98 ] MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (97, 'Return-Path: <**********@***********> and the rest of the mail in the log file ( I hided customer email). Is there a upper limit for attachment ? Regards. Eric Boudrand

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Ticket header disappears from Overview when cutsomer adds a comme nt
by Stig Graasbøl Rasmussen 29 May '04

29 May '04

When a customer adds a comment to the thread of a ticket he has created, the ticket header appears empty in the Ticket Overview screen. Seems like faulty behaviour to me. Any ideas on how to avoid that? Thanks Stig Rasmussen

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Locked Ticket View
by Scott Moore 29 May '04

29 May '04

First of all, thanks for the rapid replied so far... Second of all, I downloaded the 18M mbox file and searched through it to find my answer, but didn't find what I was looking for so I apologize if this question has in fact already been answered. That being said: Is there a way to make the "Locked Tickets" view look like the default "QueueView"? Meaning--the default agent QueueView state is a sort of 'semi-zoom' of the ticket. I'd like to see the same thing in Locked Tickets where I quickly have access to Responses, Change Queue and things like that without having to click the "Zoom" link first. Thanks! Scott Moore North Point Community Church www.northpoint.org

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HTML Email
by Tyler Hepworth 29 May '04

29 May '04

Is there support for HTML email? I have a group of customers that send in reports about errors they find on a website. In the past, they just go to file in IE and choose "send page as email". It automatically insert the page into a mail message and sends it as html. Now that we have moved to the ticket system, they can no longer do that. Is it possible to receive their messages as html rather than stripping them down to just plain text and links? Thanks, Tyler Hepworth

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Ticket states and state machine [RFC ?]
by Patrick Hofmann 29 May '04

29 May '04

Hi We work since almost two months with OTRS, currently in the internal pilot phase. One of the bigger issues is the (missing) 'state machine' for tickets. We still use our own ticketing system, where we have a so-called ticket state transition table. This means the following: We have a couple of different ticket states (NEW, CONFIRMED, PROCESS, TEST, CLOSED). For the two groups of users (i.e. customers and agents) only certain transitions are possible: - customer: Can open a new Ticket (NEW) Transitions: NEW --> CLOSED (issue solved by customer) PROCESS --> PROCESS (further work or info needed) TEST --> PROCESS (tested and nok) TEST --> CLOSED (tested and found to be ok) ticket is closed and cannot be reopened - agent: cannot open a new Ticket NEW --> CONFIRMED (ticket has been seen) NEW --> PROCESS (ticket has been seen, work started) NEW --> TEST (ticket has been seen, work finished) CONFIRMED --> PROCESS (work on the issue started) CONFIRMED --> TEST (issue solved, please test) PROCESS --> PROCESS (further work or info needed) PROCESS --> TEST (issue solved, please test) cannot close a ticket We know that we can add ticket states ourselves, we also tested it, but it did not really help In OTRS, we have not found anything like the described 'state machine', but we found it very useful in our daily work. We have the impression, and the pilot phase confirmed this impression, that something similar to what I described is needed within OTRS, and would like to know what other users think about this issue. Probably we completely overlooked some configuration possibilities, if this is the case, any pointers and help will be appreciated. best regards, Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------

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restiricting access to queues by customer group {Scanned}
by otrs＠mlsis.co.uk 29 May '04

29 May '04

Hi, Im new to this list, so i apoligise if this has been asked and answered before, i searched the archives but couldn't find anything relating to this. I have installed OTRS 1.2.3 on a RH system (install via tar.gz). I have setup a customer and customer group (enabling the customer group setting in Config.pm) $Self->{CustomerGroupSupport} = 1; Then i assigned a customer to a customer group, and gave that group rw perms for the queue called MLSIS. I thought that if the customer was assigened only one group then they would only be able to see that group, and assign tickets to that group, but not so. I actually found that the customer could assign there ticket to any group OTHER THAN the queue they have access to :( If an admin then moves the ticket to that group the ticket disapears from the customers screen. I know there is the setting to tie a user to a specific queue :- $Self->{CustomerPanelOwnSelection} = { # QueueID => String '1' => 'MLSIS', This bit works, but limits all customers to this queue, is there a way to limit customers to ONLY the queues in there groups? e.g. I run a company that supports difererent customers, i want to assign a queue to each customer (so i dont have one person assiging jobs to queues all day) but i dont want each customer to see another customers tickets. Each customer can have any number of employs, each of which would have access to the same queue (maybe some customer users would have access to another queue for extra stuff) Is this kind of thing posible? If this dosn't make sence please tell me what bits to expand on. Thanks Matt Lowe -- This message has been scanned for viruses and dangerous content by the www.ms.mlsis.co.uk MailScanner, and is believed to be clean. Please contact ms(a)ms.mlsis.co.uk for support.

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Zoom View Questions
by Patrick Hofmann 29 May '04

29 May '04

Hi We're currently in our internal pilot test phase of OTRS (V1.2.3), and have some comments/questions on the zoom view. - When the agent zooms in a ticket the pointer goes to the first message of the history instead of expanding the current one: it would save some mouseclicks if the latest message would be automatically selected. We don't know it this is configurable, haven't found a hint in the documentation. - In our opinion the "Zoom" would be much more useful, if the Subject of the Note/Message/Mail/Whatever would be displayed in the "Identification Line" (the short history below the 'Action buttons' like Lock/Unlock, Priority...). We can't understand why this is not the default. The subject is at least as important as Type or Date. Is it configurable somewhere? - Moreover, we don't know why the Subject: text is truncated. For certain views (like list of tickets) this may make sense, we would most often like to see the full text. The Subject of the initial message could also be displayed in the Header of the zoom view (i.e. the black bar with [ Zoom OTRS#:NNNNNN ][lot of whitespace][Age:....]), as well as the initial ticket issuers name. Of course I know, that the latter is visible on the right hand side, from the ergonomic point of view it would alse be nice to have it above the 'ticket history'. Most people read top-down in these webguis. best regards, Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------

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