July 2004 - otrs - OTRS mailing lists

send multiple attachments from Compose Answer screen?
by Brendan Humphreys 15 Jul '04

15 Jul '04

Hi, I was wondering if support for multiple attachments in the Compose Answer screen is possible or planned. Cheers, -Brendan http://www.cenqua.com

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Installing otrs on Redhat Enterprise 3
by robscentral-otrs＠yahoo.com 14 Jul '04

14 Jul '04

Hello, I am struggling to get this working. Below is a brief summary of what I have done so far. My problem arises when I attempt to access http://localhost/otrs/installer.pl I get the following in Apache: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Do I have a permissions issue or do I need to maybe edit the httpd.conf file? 1.) I downloaded the redhat RPM and installed, all dependancies were met and went OK. 2.) I have all CPAN modules installed except LDAP and GD 3.) The user otrs is added and assigned to the apache group 4.) I have restarted both the Apache and mysql daemons both shutdown and restarted OK and I can access the test Apache page at http://localhost Cheers, Robert

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Re: [otrs] Customising "Customer" header/footer
by Paul Rhein 14 Jul '04

14 Jul '04

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/

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Customising "Customer" header/footer
by Gerrard Singleton 14 Jul '04

14 Jul '04

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

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RE: [otrs] Installing otrs on Redhat Enterprise 3
by Cogley, Rick 14 Jul '04

14 Jul '04

Hi - I am a relative beginner at Linux, so it was a big struggle for me, but let me give you my impressions and "experience". Please forgive the rambly nature of the following. I gave up on the latest RedHat (could not even get up2date running) and installed SuSE, as recommended by Martin of the core team. However, the RPM did not work on that either so I did a manual install. Overall, I like SuSE better, even though I have more experience with RedHat - we run our bind and web server on it. Some key points - * After a full install, I still had to run YOU, yast online update, to get all the packages properly updated. ModPerl did not work before I did this. * Apache2 seemed to start but when I used ps to see what was running, it was not there. RedHat was worse than SuSE in this respect, and I felt at least with SuSE I could do a rcapache2 restart-hup and get any "junk" out of the ps list. * The permissions script that comes with OTRS was key, but, it was hard to find the right "combination" of group, user etc. Actually, after the rest of these steps, I just kept doing this in various combinations until it worked. * I spent a lot of time using the tail command on the logs. * Apache2 runs its "plugins" like mod_perl from within the httpd.conf. There is a separate directory, at least on SuSE, which Apache references, and the path is - /etc/apache2/conf.d/mod_perl.conf. I took the stuff which was in the RPM version otrs.conf file, same directory, and added it to Apache2's mod_perl.conf file - # -- # added for OTRS (http://otrs.org/) # -- # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" <Location /otrs> ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all </Location> <Location /otrs-web> Order deny,allow Allow from all </Location> Actually, I am pretty sure that I sort of cobbled the above together from reading the various posts in the mailing lists, and looking at the apache manual. I still am not really clear on the Order, and Allow from directives. Have to follow that up. Those were key, I believe, as they told the system "allow access to this directory". -- Then I took the stuff in the otrs startup script from the RPM, and added it to /etc/apache2/mod_perl-startup.pl. The OTRS RPM has its own script, but I could not get it running so I just combined it with the one that was running. Well, if there is an upgrade I will have to struggle, but there you have it. In this startup script, there are a lot of modules which otrs expects, so I just added them all into this "native" apache file, which was very sparse at first, despite the fact that I tried installing all the perl modules from the YOU system and cpan. One important area of this file was the section that tells the system where the libs are - use lib "/usr/lib/perl5/vendor_perl/5.8.3/i586-linux-thread-multi/"; use lib "/opt/otrs/"; use lib "/opt/otrs/Kernel/cpan-lib"; use lib qw(/srv/www/perl-lib); The above helped with specific errors during apache startup, about not finding this or that perl library. Hope the above helps you even a little. Regards, Rick -----Original Message----- From: robscentral-otrs(a)yahoo.com [mailto:robscentral-otrs@yahoo.com] Sent: Wednesday, July 14, 2004 6:11 PM To: otrs(a)otrs.org Subject: [otrs] Installing otrs on Redhat Enterprise 3 Hello, I am struggling to get this working. Below is a brief summary of what I have done so far. My problem arises when I attempt to access http://localhost/otrs/installer.pl I get the following in Apache: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Do I have a permissions issue or do I need to maybe edit the httpd.conf file? 1.) I downloaded the redhat RPM and installed, all dependancies were met and went OK. 2.) I have all CPAN modules installed except LDAP and GD 3.) The user otrs is added and assigned to the apache group 4.) I have restarted both the Apache and mysql daemons both shutdown and restarted OK and I can access the test Apache page at http://localhost Cheers, Robert _______________________________________________ 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 id in the body
by Daniel Balan 12 Jul '04

12 Jul '04

Hello guys, Is there a way to put the ticket id also in the body ? I would like to set an autoresponse like that: <autorepsonse> Dear <OTRS_CUSTOMER_REALNAME>, Thank you for your ...... This <ticket id> is assigned to your email and will be used in order to track ..... </autoresponse> Also will be helpful to set the ticket state into the body, the message looks like that: Ticket ID: xxxxxxxxxx Ticket state: Open ++++++++++++++++ operator message +++++++++++++++ Cheers, Daniel ---- This message has been scanned by BitDefender and found to be clean.

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AdminAttachment not working
by Cogley, Rick 09 Jul '04

09 Jul '04

Hello, and thank you all for such a wonderful package. I finally at least got my OTRS to start up properly on a SuSE 9.1 box I put together, and am just wondering about the Attachments admin screen. On the demo system, of course the bottom half of the screen comes up with a form into which you can set up attachments. Mine, however, gives me a download dialog box, giving me the option to save AdminAttachments.html. Other admin options seem to be working such as Queue, Response, Auto-Response. This smells like permissions or some setting somewhere. Can anyone kindly point me in the right direction? Chown? Config.pm? Your help is appreciated!! Cheers, Rick Cogley Tokyo

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Kernel/System/User.pm v1.40 LDAP::params
by Mark Menke 09 Jul '04

09 Jul '04

Line 534 doesn't seem to obey the Params that I setup in Config.pm. I'm using AD on port 3268 and I need to be able to pass the port number. my $LDAP = Net::LDAP->new($Self->{Host)) or die "$@"; I've managed to mangle my version to work, but I was hoping there was a more elegant solution. Thanks -Mark

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Queue views
by Watts, Ken 09 Jul '04

09 Jul '04

Is there a way to display ALL tickets in the queue view regardless of the owner without having to go to utilities and run a query? Currently, a user can only see those tickets for which he is the owner.

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Ticket really Free Text
by Mike Lough 08 Jul '04

08 Jul '04

Has anyone anything with the Ticket Free Text feature, I would like to be able to have a pull down for the Key but have the Value be a use entered text field. Has anyone done something like that and if so would they like to share it. I’m new to programming and right now I’m a good hack of existing code but I haven’t gotten my hands around it all yet :-) Thanks Mike Lough --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com) Version: 6.0.716 / Virus Database: 472 - Release Date: 7/5/2004 -------------------------------------------------------- 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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