May 2004 - otrs - OTRS mailing lists

installer.pl problem
by Patrick Ouellet 28 May '04

28 May '04

Im not a webserver guru so this might be a bit dump but here it goes. I just installed OTRS 1.2.3-1 from RPM and installed all dependencies on a RH 8.0 server I followed the instruction and got stuck here: [install the OTRS database] Use a webbrowser and open this link: http://oeil.microtecsecurite.com/otrs/installer.pl In my web browser I get the 403 Forbidden error and in the apache log I get theses error: [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/MIME/Body.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminSalutation.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AgentCustomer.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/CustomerFAQ.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AgentTicketLink.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/System/Encode.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminAutoResponse.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/Mail/Field.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Config/Modules.pm [Wed May 26 14:27:15 2004] [error] [client 10.1.8.7] (13)Permission denied: access to /otrs/installer.pl denied If I take those error one at a time the /opt/otrs/Kernel/cpan-lib/MIME/Body.pm is present so I assume its a webserver acces problem. Can someone help.. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Patrick Ouellet - pouellet(a)microtecsecurite.com Administrateur des serveurs reseaux Informatique - Poste 130 Microtec Technologies inc. =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= GPG Key ID & Fingerprint: 0x4D4B1AF0 BCC0 2F96 1596 BBF9 CEB5 5576 18CF 5C9F 4D4B 1AF0 =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

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FW: [Ticket#: 100079] Moved ticket in "intellect" queue! (FW: [Ticket#: 1000 [...])
by Doug Hall 28 May '04

28 May '04

How come I'm still getting these notifications, although ALL my queues has notify turned off.?? -----Original Message----- From: Intellect IT Support [mailto:ITSupport@xxxxxxxxxxx] Sent: 26 May 2004 16:55 To: Doug Hall Subject: [Ticket#: 100079] Moved ticket in "intellect" queue! (FW: [Ticket#: 1000 [...]) Hi, "Doug Hall" moved a ticket [100079] into "intellect". http://xxxxxxxxxxxxxxxxxx:81/otrs/index.pl?Action=AgentZoom&TicketID=80 Intellect IT Support System

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problems with new queue's not showing
by Jorick Astrego 28 May '04

28 May '04

Hi all, We have a problem with newly created views that don't show in the queue's under preferences, change queue .. etc. The problem is that one of my co-workers created a queue once and made it a sub-queue of itself as he didn't understand it completely. I had to remove the queue by hand from the sql table but somehow newly created queues now don't show up anymore. Is there a way to repair this problem, where is the info for change queue pulled from? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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clone customer
by Jorick Astrego 28 May '04

28 May '04

Hi people, Would it be hard to implement clone funtcionallity for things like customer users? We have several customers with multiple accounts and everytime I want to add another I have to fill in all the fields again. It would be great if I could select a user and use a button to clone it whereafter I could modify the username and login. This is extra work now because I added multiple extra fields like company address, account manager, project manager, etc. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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Getting Ticket IT out of OTRS through 3rd party software
by Matthias Eichler 28 May '04

28 May '04

Dear List, I want to get the Ticket ID of one specific ticket with specific criterias out of OTRS. So the 3rd party software can create an eMail with the correct Ticket ID in the subject (and/or Mail Header). Is this possible without an native database connection? Is there any OTRS module which does this work? Can I or should I manipulate the GA for this? Thanks for you input, Matthias Eichler -- Matthias Eichler <me-lists(a)kernzeit.com> kernzeit AG

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Data Dictionary?
by Daniel Porowski 28 May '04

28 May '04

I know, I know. But I swear, I did look through the documentation, as well as tried to search the site and the lists. I still couldn't find one. Am I just blind? Could anyone either point me at where to look or point me at the dictionary itself? -- Daniel Porowski <daniel.porowski(a)myrio.com> 425-368-4426

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RE: [otrs] Help with Custom Postmaster module
by Tyler Hepworth 28 May '04

28 May '04

Robert Kehl wrote: > On Friday, May 21, 2004 6:17 PM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> I created a custom Postmaster module (Simple.pm) and tried to use it >> like this: >> >> Kernel/Config.pm >> [...] >> # Job Name: Custom Postmaster >> # (use custom postmaster module) >> $Self->{'PostMaster::PreFilterModule'}->{'Custom Postmaster'} = { >> Module => 'Kernel::System::PostMaster::Filter::Simple', >> }; [...] >> >> >> When the PostMasterPOP3.pl cron runs, I get the following message: >> >> Can't load module Kernel::System::PostMaster::Filter::Simple! > > Where did you save it? > /opt/otrs/Kernel/System/PostMaster/Filter/Simple.pm of course... :-) Tyler

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Ticket aging - how to stop the clock when the ticket is closed?
by unbekennt X 28 May '04

28 May '04

I would like the ticket Age counter to reflect the time from creation to closure for closed tickets, and from creation to current time for open tickets. Therefore I need some way to stop the clock when a ticket gets closed. Any suggestions? Matthew Loxton _________________________________________________________________ Store more e-mails, accept larger attachments with Hotmail Extra Storage! http://join.msn.com/?pgmarket=en-xe

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some propositions to make things better :)
by Andrej Bazovkin 28 May '04

28 May '04

Hello! I'm using OTRS 1.2.3 Thank you for this great product! While using it, I discovered some features , that are not present in OTRS (or may be I don't know how to activate them) but that can make work with OTRS more effective and comfortable to many users. Let me explain them: 1) it'll be better to have a possibility to store contact phone numbers for every customer user 2) As I know it is effective to use the customer_ID field as customer's organization identifier. May be it's possible to make separate table for organizations and so to make a customer_ID field on the customer properties page a combo-box with the list of stored organizations? 3) Imagine such a situation: an agent gets a phone call from our customer which is not in DB yet (it's impossible to put all our customers to DB at one time). AFAIK an agent should put that customer to DB first, and besides all it's necessary to inquire his e-mail even if it never be used in future. What can you advice me to simplify this step (adding a customer to DB while he/she on the phone) and so to make it appreciably faster? Thank you in advance! With respect, Andrej Bazovkin

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OTRS and IIS
by Eric Boudrand 28 May '04

28 May '04

Hi, I am trying to configure OTRS on windows 2000 server with IIS. I can access to http://localhost/otrs/index.pl. When I used root@localhost as login and root as password, nothing happens. In OTRS logs, I found : [Wed May 19 09:57:09 2004][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost logged in (REMOTE_ADDR: 192.168.205.9). In MySQL logs, I found several SELECT and INSERT from otrs@localhost on otrs. Any idea ? Eric Boudrand

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