June 2004 - otrs - OTRS mailing lists

rebooting Apache
by Alessandro Ranellucci 28 Jun '04

28 Jun '04

I'm running OTRS with Apache 2.0 and mod_perl, and I often have to stop and restart httpd to have OTRS working again. It seems to leave many MySQL connections open with many Apache children, and its response time slows down until I kill everything and restart. Is there any known memory leak or other bug in OTRS that causes this? Is it a configuration issue? - Alessandro

2 1

Why both 'login' and 'customer_id' in customer_user table
by otrslist＠library.uiuc.edu 28 Jun '04

28 Jun '04

In the customer_user table there are fields for both 'login' and 'customer_id'. What is the purpose of having both? Doesn't 'login' uniquely identify the customer? Thanks, A. L.

2 1

Agent Online
by Michael Lough 28 Jun '04

28 Jun '04

I took a look at the CVS version of OTRS and I like the Agents on line feature. What files would I need to implement this feature in version 1.2.3 ? Mike Lough -------------------------------------------------------- DISCLAIMER: The information contained in this e-mail is confidential and is intended solely for the review of the named addressee, and in conjunction with specific Acopia Networks business. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are unable to treat this information accordingly, or are not the intended recipient, please notify us immediately by returning the e-mail to the originator.

2 1

Responses that don't quote customer's message?
by Wes Plate 28 Jun '04

28 Jun '04

I'm trying to do something that appears impossible, but hopefully there is a way. I'd like to set up a response for a queue where the generated response is only SALUTATION + RESPONSE + SIGNATURE and not SALUTATION + QUOTE + RESPONSE + SIGNATURE This isn't for EVERY response, just selected responses. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

2 1

No Icons being displayed on SuSE 9.1
by Mike Lough 26 Jun '04

26 Jun '04

I have OTRS running on SuSE 9.1 with Apache2, the only odd issue is none of the icon display. The pathing all looks okay, anyone have any ideas ? Mike Lough --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com) Version: 6.0.707 / Virus Database: 463 - Release Date: 6/15/2004 -------------------------------------------------------- DISCLAIMER: The information contained in this e-mail is confidential and is intended solely for the review of the named addressee, and in conjunction with specific Acopia Networks business. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are unable to treat this information accordingly, or are not the intended recipient, please notify us immediately by returning the e-mail to the originator.

3 2

mkStats.pl Not Creating stats correctly
by Marshall28 26 Jun '04

26 Jun '04

When running the /opt/otrs/bin/mkStats.pl file I get this output: Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.1/i586-linux-thread-multi /usr/lib/perl5/5.8.1 /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.1/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. I'm wondering if I need to install some more perl modules or CPAN modules. what do you guys recommend? thanks marshall

4 6

RE: [otrs] Lost my admin privs
by Tyler Hepworth 25 Jun '04

25 Jun '04

lol. glad you found it... Tyler _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Friday, June 25, 2004 2:34 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Lost my admin privs I no longer have an admin group I renamed it to "Platform". Idiot I am... _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Friday, June 25, 2004 2:26 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Lost my admin privs I tried it. I have a user ID of 6, and I am a member of multiple groups. I can change my "premission value", but: 1) What value should that be (0-6)? 2) Once I do this, should I see the "Admin" option when I log in? I tried changing my permission values, but I never saw the icon for "Admin" to create queues, etc. _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Friday, June 25, 2004 2:03 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Lost my admin privs _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Friday, June 25, 2004 1:54 PM To: otrs(a)otrs.org Subject: [otrs] Lost my admin privs Somehow (not sure how) I lost my admin rights and I can't view my admin options anymore. Anyone know how to retrieve them? Modify the database tables. You will need to know your user id and admin group id. Get these values from the tables system_user and groups. Then you need to modify the table group_user to assign the appropriate permissions to your user id and group id. hth, Tyler Hepworth

1 0

RE: [otrs] Lost my admin privs
by Eric Assouad 25 Jun '04

25 Jun '04

I no longer have an admin group I renamed it to "Platform". Idiot I am... ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Friday, June 25, 2004 2:26 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Lost my admin privs I tried it. I have a user ID of 6, and I am a member of multiple groups. I can change my "premission value", but: 1) What value should that be (0-6)? 2) Once I do this, should I see the "Admin" option when I log in? I tried changing my permission values, but I never saw the icon for "Admin" to create queues, etc. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Friday, June 25, 2004 2:03 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Lost my admin privs ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Friday, June 25, 2004 1:54 PM To: otrs(a)otrs.org Subject: [otrs] Lost my admin privs Somehow (not sure how) I lost my admin rights and I can't view my admin options anymore. Anyone know how to retrieve them? Modify the database tables. You will need to know your user id and admin group id. Get these values from the tables system_user and groups. Then you need to modify the table group_user to assign the appropriate permissions to your user id and group id. hth, Tyler Hepworth

1 0

RE: [otrs] Lost my admin privs
by Eric Assouad 25 Jun '04

25 Jun '04

I tried it. I have a user ID of 6, and I am a member of multiple groups. I can change my "premission value", but: 1) What value should that be (0-6)? 2) Once I do this, should I see the "Admin" option when I log in? I tried changing my permission values, but I never saw the icon for "Admin" to create queues, etc. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Friday, June 25, 2004 2:03 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Lost my admin privs ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Friday, June 25, 2004 1:54 PM To: otrs(a)otrs.org Subject: [otrs] Lost my admin privs Somehow (not sure how) I lost my admin rights and I can't view my admin options anymore. Anyone know how to retrieve them? Modify the database tables. You will need to know your user id and admin group id. Get these values from the tables system_user and groups. Then you need to modify the table group_user to assign the appropriate permissions to your user id and group id. hth, Tyler Hepworth

1 0

RE: [otrs] Lost my admin privs
by Eric Assouad 25 Jun '04

25 Jun '04

I'll try it! Thanks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Friday, June 25, 2004 2:03 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Lost my admin privs ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Friday, June 25, 2004 1:54 PM To: otrs(a)otrs.org Subject: [otrs] Lost my admin privs Somehow (not sure how) I lost my admin rights and I can't view my admin options anymore. Anyone know how to retrieve them? Modify the database tables. You will need to know your user id and admin group id. Get these values from the tables system_user and groups. Then you need to modify the table group_user to assign the appropriate permissions to your user id and group id. hth, Tyler Hepworth

1 0