July 2004 - otrs - OTRS mailing lists

Upper Right Date Format
by Cogley, Rick 16 Jul '04

16 Jul '04

Hello - does anyone know what governs the date format in the upper right side of the screens in OTRS? I tried changing the long date format in my language file (jp.pm) but it has no effect, even after restarting the webserver. Can anyone help? Is this a bug? Regards Rick Cogley Tokyo

2 1

Problem whith Password
by Leonardo Amezquita 16 Jul '04

16 Jul '04

Hi list i lose the passwd of admin how can to recover it Thanks you Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

2 1

Gentoo ebuild for otrs-1.2.3
by Renat Lumpau 15 Jul '04

15 Jul '04

Hello, A Gentoo ebuild for otrs-1.2.3 is now available at http://bugs.gentoo.org/show_bug.cgi?id=56452 Comments, suggestions, and questions are most welcome. -- Renat Lumpau

3 2

Agent Interface Questions
by Cogley, Rick 15 Jul '04

15 Jul '04

Hello - Thank you for an excellent package. I am working on CVS 1.3.x, and have some questions about the agent interface. Please forgive the length. I have scoured the documentation for information but I am still a little confused. Hope someone can help. * What is "My Queues"? No matter what I do I cannot seem to get the increment to change from 0 to something else! * System-wise, what is the difference between the "QueueView" and the special "New Message" and "Locked Tickets" views. * Why does the QueueView show a list, but the PhoneView go directly into a new Ticket form? * Is my understanding correct that: -- QueueView is to show you a list of queues, which contain non-locked tickets which are owned by you or anyone. -- When I lock (grab, take) a ticket, it no longer shows up in QueueView, but "moves" to my special "New Message" or "Locked Tickets" views. -- The buttons New Message and Locked Tickets show tickets owned by me which I have locked and am working on. ... if not could you please set me straight. * How does config.pm setting $Self->{QueueViewAllPossibleTickets} = 1; affect the QueueView? If I set this to 0, would I not then be able to view tickets owned by other agents in the Queues? * I read about these ViewableLock settings for config.pm. What is the effect of having "'lock'" added in? When I had this, it seemed like it broke the "New Message" or "Locked Tickets" views. Is that true? # $Self->{ViewableLocks} = ["'lock'", "'unlock'", "'tmp_lock'"]; $Self->{ViewableLocks} = ["'unlock'", "'tmp_lock'"]; Appreciate your help and assistance. Regards Rick

2 1

Idea: PhoneView and Compose Email combined?
by Cogley, Rick 15 Jul '04

15 Jul '04

Thank you for your continual hard work on this system. In using the latest CVS 1.3.x, I started thinking it would be nice to either rename "PhoneView" to New Phone Call (or something) or combine the buttons with similar "new" functionality - the PhoneView and Compose Email. Of course, you can get used to this, but it seems a bit illogical to have the Phone one named PhoneView, and have it NOT act like QueueView but rather like Compose Email. Would it not be possible for the developers to : * rename PhoneView? * combine the buttons with "new" functionality into one "New" button, with a way to switch between the sub views of phone vs ticket within? Anyway, I don't know the inner workings so it is hard for me to say anything, but I imagine others may be a little confused by this default functionality from the beginning. Kind regards Rick Cogley Tokyo

2 1

ChangeOwnerToEveryone
by Cogley, Rick 15 Jul '04

15 Jul '04

Hello, and thanks as always for a great system. I am just wondering what you mean by "everyone" in this config.pm setting- # ChangeOwnerToEveryone -> useful for ASP # (Possible to change owner of ticket ot everyone) [0|1] $Self->{ChangeOwnerToEveryone} = 0; Do you mean there is a specific "everyone" user, or, that anyone can change the owner to anyone? Cheers, Rick Cogley Tokyo

2 1

Message: Can't process email with MessageID xyz
by _ext Reuter, Joerg (Werkstudent ASW 6 ) 15 Jul '04

15 Jul '04

Hello all, we are testing OTRS to process incoming mail for one of our teams. So far it went fine, but over the weekend something broke somehow :-( Incoming e-mails get lost, no new ticket is generated; creating tickets from the web interface works, though. I have pasted the (hopefully) important part of ~otr/var/log/procmail-2004-07.log below, maybe someone can help me out here? Please understand that I am not very experienced with OTRS (yet?); I also searched the mailing list archives, but all I found that looked similar did have to do with updating OTRS and/or the database ... and I'm pretty sure I didn't update OTRS :-/ I noticed that in the SQL statement stated in the error message the value for ticket_priority_id is missing, but I don't know how to interpret that. Thanks in advance, Joerg ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: No TypeID for 3 normal found! Traceback (1449): Module: Kernel::System::Ticket::Priority::PriorityLookup (v1.12) Line: 60 Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 247 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 162 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket.pm line 266. DBD::mysql::db do failed: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at lin at /opt/otrs/Kernel/System/DB.pm line 340. ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at lin, SQL: 'INSERT INTO ticket (tn, create_time_unix, queue_id, ticket_lock_id, user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, valid_id, create_time, create_by, change_time, change_by) VALUES ('2004071217000177', 1089632838, 5, 1, 1, 1, , 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' Traceback (1449): Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 274 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 162 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: create db record failed!!! Traceback (1449): Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 300 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 162 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: Need TicketID! Traceback (1449): Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 41 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: Need TicketID! Traceback (1449): Module: Kernel::System::Ticket::State::SetState (v1.17) Line: 47 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 229 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-17 Perl: 5.8.1 OS: linux Time: Mon Jul 12 13:47:18 2004 Message: Can't process email with MessageID <<03B66B8A1EC022478B095167220DF98B0AD74D(a)lenker.wincor-nixdorf.com>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (1449): Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 234 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: /opt/otrs/bin/PostMaster.pl (v1.16) Line: 101 procmail: [1442] Mon Jul 12 13:47:18 2004 procmail: Assigning "LASTFOLDER=/opt/otrs/bin/PostMaster.pl" procmail: Unlocking ".lock" >From Joerg.Reuter.ext(a)wincor-nixdorf.com Mon Jul 12 13:47:16 2004 Subject: jaja Folder: /opt/otrs/bin/PostMaster.pl 1220 procmail: Notified comsat: "otrs@:/opt/otrs/bin/PostMaster.pl"

2 1

RE: [otrs] Customising "Customer" header/footer
by Cogley, Rick 15 Jul '04

15 Jul '04

Interesting. Martin, can you give an ETA (estimated time of arrival) on 1.3? I know that is not such an easy question when you are strapped for resources but... Regards Rick Cogley -----Original Message----- From: Martin Edenhofer To: User questions and discussions about OTRS. Sent: 2004/07/15 15:00 Subject: Re: [otrs] Customising "Customer" header/footer On Wed, Jul 14, 2004 at 12:22:51PM +0100, Gerrard Singleton wrote: > Thanks for your reply - I didn't realise there was a "CustomerLogin.dtl" file that > included header and footer and needed to be changed for the customised login page. That's a good point. JFI. Now we changed the header/footer in CustomerLogin.dtl to be included from CustomerHeader.dtl and CustomerFooter.dtl (because OTRS 1.3 will come with an dtl include feature, just write $Include{"File"} in the dtl files). > Gerrard 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 f・ Ihr OTRS System? => http://www.otrs.de/

2 1

Removing Extra Languages etc
by Varsani, Rajendrakumar (PSD) 15 Jul '04

15 Jul '04

What's the simplest / smartest way to remove the extra language options in OTRS? What's the simplest / smartest way to remove the alternative Lite option? Rajendrakumar Premji Varsani BSc (Hons)

2 1

RE: [otrs] Customising "Customer" header/footer
by Gerrard Singleton 15 Jul '04

15 Jul '04

Thanks for your reply - I didn't realise there was a "CustomerLogin.dtl" file that included header and footer and needed to be changed for the customised login page. Gerrard -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Paul Rhein Sent: 14 July 2004 12:13 To: User questions and discussions about OTRS. Subject: Re: [otrs] Customising "Customer" header/footer Hi, Did you restart apache after the changes ? hth -paul "Gerrard Singleton" <Gerrard.Singleton(a)ndchealth.co.uk>@otrs.org on 14-07-2004 13:06:47 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: <otrs(a)otrs.org> cc: Subject: [otrs] Customising "Customer" header/footer Hi, I've read the manual (v1.2(EN)) and still can't get a custom header or footer to work. I ignored the bit in the manual where it says edit the login.dtl for a different header and instead edited the CustomerHeader.dtl but with no success. I want the header on customer slides to say our company name, not just "COMPANY NAME" Regards Gerrard Singleton _______________________________________________ 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/

2 1