July 2004 - otrs - OTRS mailing lists

Ticket consolidation
by Watts, Ken 27 Jul '04

27 Jul '04

Is there an easy way to consolidate or link tickets? The best solution would be a feature that allows a "master" ticket to be reassigned and attached to another ticket.

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RE: [otrs] OTRS OK On FreeBSD?
by Christian Schaller 27 Jul '04

27 Jul '04

> As we are reorganizing our internal servers, we are wondering if OTRS > can be hosted on a FreeBSD server, and if so, are there any special > considerations not in the documentation about which we need to be > aware? We are running an OTRS system on FreeBSD. Installation was almost as described in the documentation. I mean almost, since I had some troubles with Perl. You have to install Perl from the ports tree. Do not use the default version, it's too old -- you will get some error messages and warnings from your OTRS scripts (mostly from Sys::Hostname). Having installed Perl 5.8 (that's the current version from the ports tree), issue a "use.perl port" from a command shell. For all other Perl modules I was also using the appropriate versions from the ports tree. I found some minor issues regarding user rights. On FreeBSD, sendmail runs as user mailnull. This causes troubles with OTRS's PostMaster.pl script which wants to write to TicketCounter.log. I had to change the group of that file (default location /opt/otrs/var/log) to mailnull. Ah, I almost forgot: I cannot get the graphical statistics running. But this seems like a ports problem: I've installed all the required packages, but the OTRS script for checking the installed/required Perl modules doesn't find them. Otherwise, everything went very well. No other problems. If I knew how to create a port in FreeBSD, I'd be willing maintaining that software port. As Robert already noted, you should comply to the FreeBSD standard of installing ports (/usr/local). - Chris

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When does Escalation Occur?
by Marshall28 26 Jul '04

26 Jul '04

When is the escalation time on a ticket reset? Is this when a user takes ownership or the owner views(zooms) the ticket? What has to be triggered for a tickets escalation time to be reset? thanks marshall

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User Documentation
by Varsani, Rajendrakumar (PSD) 26 Jul '04

26 Jul '04

Hello everyone, Rather than re-inventing the brick, has anyone got a (comprehensive?) user guide for OTRS 1.2.x that they'd be willing to share? Rajendrakumar Premji Varsani BSc (Hons) rajendrakumar.varsani(a)psd.defra.gsi.gov.uk

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default language and check spelling
by Marcello Mezzanotti 23 Jul '04

23 Jul '04

hi im from brazil and im doing some customization on otrs, im running linux suse91 and i have installed ispell-brazilian dictionary and on Default.pm $Self->{SpellCheckerDictDefault} = 'brazilian'; and $Self->{PreferencesGroups}->{SpellDict} = { Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Type => 'Generic', Data => { # dict => frontend (ispell) 'english' => 'English', 'brazilian' => 'Brazilian', but all the times when i trie to check something, it always use english dictionary, by the way in prompt if i run ispell -d brazilian and type something in portuguese it says me thats ok and, where is SET the default language (ALL THE TIME, in both agent/admin and customer logins screens). because i have this $Self->{DefaultLanguage} = 'pt_BR'; and i always have english login screens thanks in advance Marcello ps: sorry my poor english

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OTRS OK On FreeBSD?
by L. Mark Stone 22 Jul '04

22 Jul '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 As we are reorganizing our internal servers, we are wondering if OTRS can be hosted on a FreeBSD server, and if so, are there any special considerations not in the documentation about which we need to be aware? I am presuming that if we just transfer the mysql database and the web directory as per the migration/backup documentation that we would otherwise be OK. Thanks! Mark - -- _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.RNoME.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2-rc1-SuSE (GNU/Linux) iD8DBQFA/8XF2cQw/ayGE2gRAjLNAKCF2QpEpwJBeyXL39KTerV/pkeZtgCfd5ts sPJvIj1guy8MdPLZz2NnVg4= =ZtW0 -----END PGP SIGNATURE-----

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Don't See AdminArea Icon
by Marshall28 22 Jul '04

22 Jul '04

I recently logged in today with the same user I've been logging in as that has Admin rights and I now can't see the "AdminArea" Tab? I went to my preferences and under the custom queues I saw that I don't have the stats, users, junk, raw etc. queues available. Somehow I locked myself out of the AdminArea. This happened to the other agents who have access to the AdminArea as well, so I'm guessing it's over all of OTRS. Any ideas on what I could have done and how do I regain access? thanks marshall

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RE: [otrs] otrs and ldap[Scanned]
by Adrian McCray 22 Jul '04

22 Jul '04

What type of LDAP tree are you trying to connect to? AD? NDS?? OpenLDAP? I know that AD had a few nuances that had to be taken into consideration when mapping LDAP fields. ------------------------------ Adrian McCray LAN Manager I.T. Department The Spring of Tampa Bay, Inc. P.O. Box 4772 Tampa, Florida 33677 813-247-5433 ext 329 http://www.thespring.org > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Ross Mann (WFF) > Sent: Thursday, July 22, 2004 11:11 AM > To: otrs(a)otrs.org > Subject: [otrs] otrs and ldap[Scanned] > > > I am having troubles connecting to my ldap tree. > I have uncommented all the code needed in the config.pm and > restarted my webserver. Is there any one out there that can > give me directions on how to actual get this running. > > > _______________________________________________ > 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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Solaris + Apache 2.0.48 + mod_perl-1.99_14 WEIRD PROBLEMS
by Steve Shippa 22 Jul '04

22 Jul '04

Hello, I was able to get otrs 1.2.3 and 1.2.4 running on Solaris 9, Apache 2.0.48, w/o mod_perl just fine. When I configure with mod_perl-1.99_13 or _14 weird things start happening making it impossible to use. I'm wondering if anyone has it working using mod_perl2 on Solaris. And if you do, would you mind sharing your config (for both Apache & otrs). If I log in using Mozilla/Firefox, I usually get an error stating "Redirection limit for this URL exceeded", and checking the otrs log, I see several: [Tue Jul 20 18:35:27 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:27 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:27 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:28 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:28 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:28 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:29 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). However, sometimes I get "SessionID invalid! Need user data!" with Firefox/Mozilla. If I log in using IE, it usually let's me in. However, when I get in, the real weirdness begins. If I click on any of the links in the control panel (QueueView, PhoneView, Compose Email, Utilities, etc), say "QueueView", it's as if I'm clicking on "take me to a Random Link" because I can end up on "PhoneView", "Preferences", "Utilities", etc (any of the links)or even sometimes where I should, "QueueView". If I look at the apache log, the only thing that shows up is: [Tue Jul 20 18:16:19 2004] [info] server seems busy, (you may need to increase StartServers, or Min/MaxSpareServers), spawning 8 children, there are 3 idle, and 15 total children If I look at the otrs log, nothing "seems out of place", i.e, there's only 1 session listed. Anyone have any thoughts/advice (besides don't use mod_perl)? Thanks,. -Steve

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Freetext as Free Text
by Sven G Lilie 22 Jul '04

22 Jul '04

Hi together, I want to be able to use two of the free text fields as real free text. I need to store there references to other ticket systems (Ticket IDs) How do I have to configure the config.pm to get a text Box and not a drop down Regards Sven

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