June 2004 - otrs - OTRS mailing lists

External Editor?
by Christian Schaller 21 Jun '04

21 Jun '04

How about having the option instead of using the internal editing box invoking an external editor? These editing boxes are ok for small emails, but for fancier stuff I'd like to have a real editor available. I'm just thinking of something similar to zopedit with Zope. Anything planned or already available? - Chris

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ModPerl::Registry error
by Steve Shippa 21 Jun '04

21 Jun '04

I'm running Apache/2.0.48 (Unix) mod_perl/1.99_13 Perl/v5.8.3 mod_ssl/2.0.48 OpenSSL/0.9.7c and getting the following error when I try to log in for the first time using root@localhost/root [Mon Jun 14 16:26:28 2004] [error] 16783: ModPerl::Registry: Not owner at /export/home/webuser/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301. Apache is running as otrs:nogroup and permissions were set using 'bin/SetPermissions.sh /export/home/webuser/otrs otrs otrs' Here is the current/owner group to Carp.pm drwxr-xr-x root root Kernel drwxr-xr-x root root cpan-lib drwxr-xr-x root root CGI -rw-r--r-- root root Carp.pm Any suggestions on where to look to solve this? Thanks, -Steve

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Segmentation fault (Apache 1.3 & 2) when trying to login to OTRS
by Jamie L. Penman-Smithson 21 Jun '04

21 Jun '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I have google'd, and searched the mailing list archives for similar problems - but I can't find anything, so here goes... I've been trying to get OTRS to work for days, with FreeBSD 4.9-STABLE and both apache 2.0.49 / modperl 1.99_14 and apache 1.3.31 / modperl 1.29. Whatever I do I can get to the login screen of OTRS but as soon as I login apache segfaults: [Fri Jun 11 14:02:58 2004] [info] Server: Apache/2.0.49, Interface: mod_ssl/2.0.49, Library: OpenSSL/0.9.7d [Fri Jun 11 14:02:58 2004] [info] mod_unique_id: using ip addr 62.3.218.18 [Fri Jun 11 14:02:59 2004] [notice] Digest: generating secret for digest authentication ... [Fri Jun 11 14:02:59 2004] [notice] Digest: done [Fri Jun 11 14:02:59 2004] [info] Init: Initializing OpenSSL library [Fri Jun 11 14:02:59 2004] [info] Init: Seeding PRNG with 0 bytes of entropy [Fri Jun 11 14:02:59 2004] [info] Init: Generating temporary RSA private keys (512/1024 bits) [Fri Jun 11 14:02:59 2004] [info] Init: Generating temporary DH parameters (512/1024 bits) [Fri Jun 11 14:02:59 2004] [info] Init: Initializing (virtual) servers for SSL [Fri Jun 11 14:02:59 2004] [info] Server: Apache/2.0.49, Interface: mod_ssl/2.0.49, Library: OpenSSL/0.9.7d [Fri Jun 11 14:02:59 2004] [notice] Apache/2.0.49 (FreeBSD) mod_perl/1.99_14 Perl/v5.8.4 mod_ssl/2.0.49 OpenSSL/0.9.7d configured -- resuming normal operations [Fri Jun 11 14:02:59 2004] [info] Server built: Jun 11 2004 13:46:20 [Fri Jun 11 14:02:59 2004] [debug] prefork.c(955): AcceptMutex: flock (default: flock) [Fri Jun 11 14:03:54 2004] [notice] child pid 79346 exit signal Segmentation fault (11) [Fri Jun 11 14:04:00 2004] [notice] child pid 79347 exit signal Segmentation fault (11) Jun 11 14:03:54 solaris OTRS-CGI-90[79346]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost logged in (REMOTE_ADDR: 62.3.218.17). Jun 11 14:03:54 solaris pid 79346 (httpd), uid 80: exited on signal 11 Jun 11 14:04:00 solaris OTRS-CGI-90[79347]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost logged in (REMOTE_ADDR: 62.3.218.17). Jun 11 14:04:00 solaris pid 79347 (httpd), uid 80: exited on signal 11 I've set apache's logging to debug but have found no further clue to what the problem is. In addition, while the apache-perl-startup script worked with apache 1.3.31, the startup script for apache2 does not work: solaris# apachectl start [Fri Jun 11 13:57:28 2004] [error] GATEWAY_INTERFACE not Perl! at /opt/otrs/scripts/apache2-perl-startup.pl line 5.\nCompilation failed in require at (eval 4) line 1.\n [Fri Jun 11 13:57:28 2004] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server solaris.silverdream.org:80, exiting... Although I realise this is not required for OTRS to run, I'm grasping at straws trying to figure out what's going wrong beyond a blanket segfault. Apache segfaulting each time points to a problem with OTRS but I still can't find any log entries (I checked in /opt/otrs/var/log/...) to suggest what is going wrong... Any help would be really appreciated, specifically, are there any debug options for otrs, I checked the docs but that section has yet to be written :) Thanks in advance, - -- - -jamie <jamie(a)silverdream.org> | spamtrap: spam(a)silverdream.org w: http://www.silverdream.org | p: sms(a)silverdream.org pgp key @ http://silverdream.org/~jps/pub.key 13:30:01 up 1 day, 3:31, 13 users, load average: 0.80, 0.54, 0.47 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iD8DBQFAya8nx2omo/Dc/KgRAj99AKDT9Z3nGDL+qyFBQf31HV9fA8GfEACfSKzU 0VT0yudDcmChdqwjyJXDn9w= =xzTH -----END PGP SIGNATURE-----

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plugin, applet or notifier available?
by pg＠corpex.de 21 Jun '04

21 Jun '04

Hi, we are looking into deploying OTRS as a support ticket system. We are currently working with good old plain email clients. One thing we wondered about is: Virtually any email client gives you the ability to notify you once a new email/request has been received. With OTRS you would either have to press 'reload' all day long, or for every email OTRS receives, another email would get sent out for the queue-admin, and then again another email to the person to which the request was assigned to. I find it somewhat silly to have an email box whose only role it is to inform me to go into a webinterface. Are there any plugins available - ie. some sort of docking app, tray-icon, etc. Or maybe RSS export? How are you all managing this? Are we missing something? Thanks, Philipp

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(no subject)
by Qais Alamri 21 Jun '04

21 Jun '04

1 0

(no subject)
by Qais Alamri 21 Jun '04

21 Jun '04

1 0

Re: [otrs] plugin, applet or notifier available?
by marshall28＠juno.com 19 Jun '04

19 Jun '04

good point, I'm curious about this as well. We just use outlook which works fine because of the auto check feature. A plugin or tray icon would be a good addition. marshall ________________________________________________________________ The best thing to hit the Internet in years - Juno SpeedBand! Surf the Web up to FIVE TIMES FASTER! Only $14.95/ month - visit www.juno.com to sign up today!

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OTRS on SuSE 9.1
by Mike Lough 18 Jun '04

18 Jun '04

Has anyone installed OTRS on SuSE 9.1 ? If so can you give me a few pointers It’s giving me fits. 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.

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Re: [otrs] Upgrade to 1.2.1
by Diego Fernandez 18 Jun '04

18 Jun '04

I forgot to say otrs 0.5 Beta8 Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz Diego Fernandez <DFernandez(a)openware.biz> Enviado por: otrs-bounces(a)otrs.org 18/06/2004 13:46 Por favor, responda a "User questions and discussions about OTRS." Para: otrs(a)otrs.org cc: Asunto: Re: [otrs] Upgrade to 1.2.1 Dear Martin, I read this instructions and I wonder if them wroks in upgrading from 0.5 Beta to 1.2.3? Thanks in advance. Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz Martin Edenhofer <me(a)otrs.de> Enviado por: otrs-bounces(a)otrs.org 18/02/2004 16:25 Por favor, responda a "User questions and discussions about OTRS." Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Asunto: Re: [otrs] Upgrade to 1.2.1 Hi Vishal, On Thu, Feb 19, 2004 at 12:56:15AM +0530, V i s h a l Kashyap @ [Sai Hertz And Control Systems] wrote: > Dear all, > I am new to OTRS and out company has a previous install of OTRS *1.1.3 * > As the new OTRS system has FAQ and knowledge base integrated we would > like to migrate to 1.2.1 > the latest version. > > So what must I do for an upgrade ? > 1. Just copy the new otrs files to the apache directory from where the > NOW *1.1.3 is being served It's all in the UPGRADING file: [UPGRADING] These instructions are for people upgrading OTRS from "1.1" to "1.2". *) Stop all your services (e. g. rcotrs stop-force) *) Backup everything (database, Kernel/Config.pm, Kernel/Config/GenericAgent.pm, var/*) *) Make sure that you have backed up everything ,-) *) If possible try this install on a separate machine, althoug I had always only production machines to upgrade *) Install the new release (tar or RPM) *) If you use the tar: a) the otrs themes between 1.1 and 1.2 are _not_ compatible (don't us the old theme)! *) Update the database changes with: MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-1.2.mysql.sql | mysql -p -f -u root otrs PostgreSQL: cat $OTRS_HOME/scripts/DBUpdate-to-1.2.postgresql.sql | psql otrs (Don't worry about the error messages, you can update all previous version with this script and in the most cases your database has already the most changes!) *) Execute $OTRS_HOME/bin/SetPermissions.sh ! *) Restart your services (e. g. rcotrs restart-force or each service manually) > Regards, > Vishal Kashyap Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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"ticket name"
by unbekennt X 18 Jun '04

18 Jun '04

How are other users of OTRS identifying tickets? In most systems that I have used over the last 25 years in this game, it was common practice to have a short description of a ticket that served to identify the "issue name", and this was what was typically refered to in meetings etc. Since "Outbound Inventory Hang" is much more memorable than "Ticket 12345", it was common to have a semi-permanenet description that could be viewed along with ticket number, and current disposition, etc. OTRS does not seem to have this functionality, so what are you (everybody) doing to refer to a ticket "name"? Matthew _________________________________________________________________ Access thousands of quality singles - click here! http://match.msn.co.za/match/mt.cfm?pg=channel&tcid=1826

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