July 2004 - otrs - OTRS mailing lists

Problem migrating from mod_perl 1.99_12 to 1.99_14
by Iustin Pop 08 Jul '04

08 Jul '04

Hello all, I tried today to upgrade from 1.99_12 to 1.99_14 and I have two problems: - envir. var GATEWAY_INTERFACE was removed (see comment in changelog why), this I solved; - something is broken with session IDs, after login I get redirected to the start page ad infinitum (the browser tries for some time and after that says 'Too many redirections...') which I don't know how to solve. Anyone has any hints or uses 1.99_14 with success? Regards, Iustin Pop ########################################### The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be unlawful. Orange Romania SA is neither liable for the proper, complete transmission of the information contained in this communication nor any delay in its receipt. ###########################################

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Re: [dev] Gentoo ebuild for otrs-1.2.3
by Martin Edenhofer 08 Jul '04

08 Jul '04

Hi Renat, On Thu, Jul 08, 2004 at 02:38:43PM -0400, Renat Lumpau wrote: > A Gentoo ebuild for OTRS is now available at > http://bugs.gentoo.org/show_bug.cgi?id=56452 > > Comments, suggestions, and questions are most welcome. Thanks for your package! :) > Renat Lumpau Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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Problem installing otrs
by Amol Chawathe 07 Jul '04

07 Jul '04

Dear friends, I am trying to install the otrs ticket system on a web hosting server. I have configured everything as per the instructions in the readme.txt. I am not able to fix the problem here in installer.pl I did try to place the path manually but then it wasnt able to go further properly. Please can anyone help me. opendir(./../../../..): Permission denied at /usr/lib/perl5/5.6.1/FindBin.pm line 143 Can't locate Kernel/Config.pm in @INC (@INC contains: // ../../Kernel/cpan-lib // ../.. /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux /usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl .) at ./installer.pl line 43. BEGIN failed--compilation aborted at ./installer.pl line 43. bash-2.05a$ Amol S Chawathe

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Changing to top level domain rather than /otrs/
by Gavin Henry 07 Jul '04

07 Jul '04

Dear all, What setting do I change in httpd.conf to allow say, support.example.com to be otrs, instead of www.example.com/otrs/ Many thanks, Gavin.

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Viewing customer data in the customer's panel
by Yann RICHARD 07 Jul '04

07 Jul '04

Hi all, Is there a way to display customer data (who are extracted from LDAP for me) in a template of the Customer panel. I would like the customer can view/verify his tel number and others data during he compose a request (CustomerMessageNew). I would like to include the same data who are presented by the TicketView.dtl in the "show customer info table". Regards, Yann -- o--------------------------------------------------------------o | Yann Richard | | GPG FingerPrint: | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

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Blacklist addresses
by Daniel Seifert 06 Jul '04

06 Jul '04

Hi, I have a curious problem: we want to prevent that OTRS sends emails to certain addresses. The reason for this is that some of our customers are replying to mails to mailing lists and put the (read-only) mailing list in Cc. They are unable to actually post to the mailing list, but when we reply to their email, OTRS will put the Cc address as Cc in our reply, thus sending it to the whole list ;-( To prevent this from happening in the future, we would like to setup OTRS in a way that it does not send emails to certain addresses (or domains). Is this possible? -- Daniel Seifert <dseifert(a)gmx.de>

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Tracking User Time on a ticket
by Marshall28 06 Jul '04

06 Jul '04

I'm pretty sure this isn't in OTRS but are there any plans to implement a way for an agent to input his time on a ticket? I'd like this so that upper management can see how long it takes for their agents/techs to address and complete a ticket. You can only see how long a ticket has been open but not the individual time an agent spends on a ticket. thanks marshall

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Free field in customer new ticket form
by otrslist＠library.uiuc.edu 06 Jul '04

06 Jul '04

I have added a free field to our system called "InventoryNumber". I added a new input on the customer new ticket screen for the cusomter to fill this number in. But how do I get this field filled in to the database automatically when the customer submits the new ticket? Thanks.

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Queue highlight settings?
by Scott Moore 06 Jul '04

06 Jul '04

Hey Martin, Thanks for getting back to me, but that's not quite what I was asking about. If I do a ticket search for all tickets in a queue, the search results returns a list of tickets. Some are listed with red text, others listed with black text. So far I have not been able to find and discernable reasons why they come up that way. Does that make sense? Scott

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RE: [otrs] Attachments not viewable
by Nigel Clarke 05 Jul '04

05 Jul '04

Hi Martin, Fixed my problem. I set the character set to utf-8 instead of iso-8859-1. MySQL doesn't support UTF8 until 4.1.x. Thanks again for your help. Regards, Nigel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Saturday, 3 July 2004 9:00 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Attachments not viewable Hi Nigel, On Fri, Jul 02, 2004 at 03:16:48PM +0100, Nigel Clarke wrote: > Really appreciate some help with this. Bound to be a simple stuff up > on my part. > > I have a problem with viewing attachments like word and excel. > > When I try to view them the correct application gets launched but I > get garbage presented. If I forward the e-mail to exchange the > attachment is ok. > > I have successfully implemented another OTRS server and the > attachments work fine on it. If I point this server to the data of my > problem server it also can't present them correctly. > > I moved the data from my good OTRS server to the db server of my bad > OTRS server and the attachments continue to work correctly. So it is > not the DB. It looks like you changed something in the OTRS application on the bad server. Just change the OTRS application (good server -> bad server) and it should work. > Regards, > Nigel Clarke 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/

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