June 2004 - otrs - OTRS mailing lists

foreign key integrity for postgres
by Torsten Werner 29 Jun '04

29 Jun '04

Hello, I have added some default values and foreign key constraints to a postgres based otrs database. After importing the attached file - your database will enforce these constraints. It will be safe to delete tickets, users, queues using sql statements. The create_by and change_by columns will be reset to their default id=1 (root@localhost) which means that you cannot remove the user with id=1 but you can remove all other users if you want. Please just read the file to get a feeling which things will become possible. ;-) Note that the initial_insert.sql from otrs version 1.2.3 is not error free. :-( You cannot apply the attached file without correcting the database content first. That is why I do not recommend applying my changes to a production system. Otherwise the file should work with other databases that support foreign key constraints like postgres. But mysql is probably not good enough. Best Regards, Torsten

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email problem
by Arun Niyogi 29 Jun '04

29 Jun '04

Hello, Can any one help me here to answer a quation on two errors I am getting: 1. When I try to create a user, I get the folloiwng error: Error: Email address (admin(a)tripodsupport.com) not valid (invalid admin(a)tripodsupport.com (mx)! )! 2. I get an error when I try to create an email : arun(a)tripodsupport.com (mx)! Invalid Seems to stem from some common source. Thanks in advance for your help. Arun

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RE: otrs Digest, Vol 11, Issue 46
by Gavin Henry 29 Jun '04

29 Jun '04

> I had to change: > > <Location /otrs> > SetHandler perl-script > PerlHandler Apache::Registry > Options ExecCGI > PerlSendHeader On > PerlSetupEnv On > </Location> > > To: > > <Location /otrs> > AllowOverride All > SetHandler perl-script > PerlResponseHandler ModPerl::Registry > PerlOptions +ParseHeaders > Options +ExecCGI +FollowSymlinks > </Location> > > TO get it to work with Fedora Core 2 using the tar.gz package and Dag > Wiers RPM. > >Thanks. We're seeing this. > >With kind regards, > >Robert Kehl > >-- >((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > >------------------------------ No problem. Are there any plans to update your RPMS for RHAS3 etc and Fedora? I would be willing to help. I am http://FedoraNEWS.ORG/ghenry Gavin.

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RE: [otrs] Virtualhosts in otrs
by Patrik Forsberg 29 Jun '04

29 Jun '04

> Here's my virtualhosts config from httpd.conf: > <VirtualHost 1.1.1.1> > ScriptAlias / "/opt/otrs/bin/cgi-bin/" > Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" > ServerName helpdesk.aaa.aa > DirectoryIndex customer.pl > DocumentRoot "/opt/otrs/bin/cgi-bin" > <location helpdesk.aaa.aa> > AllowOverride All > SetHandler perl-script > PerlResponseHandler ModPerl::Registry > PerlOptions +ParseHeaders > Options All > </location> > </VirtualHost> I dont think you can use Location in that way .. ? Hm.. like the example for OTRS httpd.conf you'd use something like this: <--> DocumentRoot "/opt/otrs/var/httpd/htdocs" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" ScriptAlias /customer/ "/opt/otrs/bin/cgi-bin/" DirectoryIndex customer.html <Location /customer> ... </Location> <--> + everything else you need for the vhost. Then create a html file with the following contents in /opt/otrs/var/httpd/htdocs named customer.html: <--> <!doctype html public "-//w3c//dtd html 4.0 transitional//en"> <html> <head> <meta name="GENERATOR" content="OpenTRS"> <meta http-equiv="refresh" content="0; URL=/customer/customer.pl"> </head> <body>  </body> </html> <--> then repeat this for the different subdomains. I havent tried this so I'm not 100% sure it'll work. Regards, Patrik

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Virtualhosts in otrs
by Stefansen Espen 29 Jun '04

29 Jun '04

Hi I'm trying to set up OTRS using 3 virtual hosts: - helpdesk.aaa.aa -> for customers - support.aaa.aa -> for agents - faq.aaa.aa -> for the faq This way it will be easier for normal people to access it. I've changed nothing when it comes to where OTRS installs the files, so all the.pl-files are still in the same directory. So far i've managed to only access the pages using a direct link: helpdesk.aaa.aa/customer.pl or support.aaa.aa/index.pl. If i try just helpdesk.aaa.aa or support.aaa.aa it gives me "You don't have permission to access / on this server." Here's my virtualhosts config from httpd.conf: <VirtualHost 1.1.1.1> ScriptAlias / "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" ServerName helpdesk.aaa.aa DirectoryIndex customer.pl DocumentRoot "/opt/otrs/bin/cgi-bin" <location helpdesk.aaa.aa> AllowOverride All SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders Options All </location> </VirtualHost> Can anyone help me with this? Regards Espen Stefansen Institute of Marine Research

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queues <-> groups
by Daniel Balan 29 Jun '04

29 Jun '04

Hello guys, Is there a way to make a queue to be managed by two or more groups ? Here is what I want to do: I have the following queues A1, A2, A3, B1, B2, B3. I need to create a user USER_1: rw permissions for A1 and B1 (basically for all x1 queues); another USER_A: rw permissions for A1, A2, A3 (basically for all Ax queues). Do you have any idea ? Cheers, Daniel ---- This message has been scanned by BitDefender and found to be clean.

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Time Accounting
by Madhuri Neerukonda 28 Jun '04

28 Jun '04

Hi, My organization has this scenario : Each customer purchases a fixed number of support hours (say 20 hrs) from us. When the customer sends a suport request, one of our techniciens work on it, solves and finaly closes it.Then he logs the amount of time he spent on it. This time shud be subtracted from the total number of support hrs the customer bought (in this case 20 hrs) I extended the customer_user table to have an additonal field called "Support hours bought" that holds the purchased support hours . I assume our technician while closing the ticket can log in the time spent in the box named "Time Units (work units) and submits . How can i capture this value and subtract it from the "Support hours bought" in customer_user table ? Any ideas? Thanks Madhuri Anyway OTRS is a great system. Doing wonders to our organization

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Apache Registry fix
by Gavin Henry 28 Jun '04

28 Jun '04

Dear all, I had to change: <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> To: <Location /otrs> AllowOverride All SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders Options +ExecCGI +FollowSymlinks </Location> TO get it to work with Fedora Core 2 using the tar.gz package and Dag Wiers RPM. Gavin.

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LDAP and Multigroup
by Xavier Scolard 28 Jun '04

28 Jun '04

Hello, I'm currently in the process of deploying an otrs system, and I found that I could use our already set up ldap server for user and customer authentification, along with customer data. That's already quite nice. But is there a way to use the "ou" field of the ldap entries to affect users "automagically" to the correct group (each group would be a predefined department like IT, sales...), and make this work in a multi-group setup ? This way all employees would be "users", but only in their department, and customer of all others... If it needs a little programming, I'm ready to begin that, but I first need to know if it is feasible... Thanks in advance -- Xavier Scolard

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Body type not supported by Remote Host
by Erik Bonesvoll 28 Jun '04

28 Jun '04

We have been using OTRS for a couple of weeks now, and with some tickets we have a problem sending mails from OTRS. We get a reply back from the remote mail servers saying: Your message To: foo.bar(a)foobar.com Subject: [ID#: 100209] Re: Unable to delete sec [...] Sent: Thu, 24 Jun 2004 15:20:41 +0200 did not reach the following recipient(s): foo.bar(a)foobar.com on Thu, 24 Jun 2004 15:20:41 +0200 <mail.escenic.com #5.6.1 smtp;554 5.6.1 Body type not supported by Remote Host> I've set up sendmail on the OTRS server to send all mail through our mail server mail.escenic.com which is running MS Exchange. Anyone else that have seen similar problems ? - Erik -

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