January 2005 - otrs - OTRS mailing lists

Config options
by Jack Doyle 18 Jan '05

18 Jan '05

I notice in the manual that you can set Session Max Time in config.pm. However, i don't see it in there. Is it safe to say that it uses the default for these options when they are not in config.pm? Also, if I want to override, i.e. change to 10 hours instead of 8, so I simply add the option to Config.pm and be good to go?

1 0

RE: [otrs] Red tickets in search results
by Jack Doyle 18 Jan '05

18 Jan '05

sorry -- now I get this when I go to the Generic Agent page... Error: Syntax error in 'Kernel::Modules::AdminGenericAgent'! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Tue Jan 18 12:49:08 2005 Message: ??? Traceback (9036): Module: /opt/otrs/bin/cgi-bin/index.pl (v1.73) Line: 666 ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Tuesday, January 18, 2005 12:46 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Red tickets in search results Jack Doyle schrieb: > # patch <GAAnswered.patch > can't find file to patch at input line 3 Outch. Do this: # patch -p0 <GAAnswered.patch hth, Rober Kehl _______________________________________________ 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/

1 0

RE: [otrs] Red tickets in search results
by Jack Doyle 18 Jan '05

18 Jan '05

It gave me the patching file message and back to prompt. You have been very helpful. Thanks so much. -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Tuesday, January 18, 2005 12:46 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Red tickets in search results Jack Doyle schrieb: > # patch <GAAnswered.patch > can't find file to patch at input line 3 Outch. Do this: # patch -p0 <GAAnswered.patch hth, Rober Kehl _______________________________________________ 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/

1 0

RE: [otrs] Red tickets in search results
by Jack Doyle 18 Jan '05

18 Jan '05

# patch <GAAnswered.patch can't find file to patch at input line 3 Perhaps you should have used the -p or --strip option? The text leading up to this was: -------------------------- |--- Kernel/System/GenericAgent.pm |+++ Kernel/System/GenericAgent.pm -------------------------- File to patch: ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Tuesday, January 18, 2005 12:23 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Red tickets in search results Jack Doyle schrieb: > Right, it's just when I do the ls -l GenericAgent.pm I don't > get a response, because it is not in that folder, it's in > Kernel/System. I just wanted to make sure of where I am supposed > to run the Patch command. That's all. I am assuming that I > run it in /opt/otrs, but when you asked me to make sure that > the GenericAgent.pm shows up with the ls -l, that's what threw me. You're completely right with the above. The file is supposed to be in Kernel/System/, the patch has to be run from /opt/otrs. Regards, Robert Kehl _______________________________________________ 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

RE: [otrs] Red tickets in search results
by Jack Doyle 18 Jan '05

18 Jan '05

Right, it's just when I do the ls -l GenericAgent.pm I don't get a response, because it is not in that folder, it's in Kernel/System. I just wanted to make sure of where I am supposed to run the Patch command. That's all. I am assuming that I run it in /opt/otrs, but when you asked me to make sure that the GenericAgent.pm shows up with the ls -l, that's what threw me. -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Tuesday, January 18, 2005 12:15 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Red tickets in search results Jack Doyle schrieb: > I'm sorry to keep bothering you... You're welcome. > but it's not there either. > I'm in /opt/otrs and I don't see that file. However, I do > have that file in /opt/otrs/Kernel/System. But when I go to Yep, this is it. > ~otrs it takes me to /opt/otrs, which does not have that file. ~otrs means "the home of the otrs user", which is most likely to expand to /opt/otrs. I'm using ~otrs, because OTRS' home is not always there - on Debian, it's /usr/share/otrs, for example. To sum up: ~otrs and /opt/otrs is the same on your box. hth, Robert Kehl _______________________________________________ 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

RE: [otrs] Red tickets in search results
by Jack Doyle 18 Jan '05

18 Jan '05

I'm sorry to keep bothering you... but it's not there either. I'm in /opt/otrs and I don't see that file. However, I do have that file in /opt/otrs/Kernel/System. But when I go to ~otrs it takes me to /opt/otrs, which does not have that file. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Tuesday, January 18, 2005 12:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Red tickets in search results Jack Doyle schrieb: > My GenericAgent.pl is not in ~otrs, it's in ~otrs/bin. Is there where > I need to be? Sorry, my fault. It's not about GenericAgent.pl, but GenericAgent.pm. To make sure it's there, type: # ls -l ~otrs/Kernel/System/GenericAgent.pm hth, Robert Kehl _______________________________________________ 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

RE: [otrs] Red tickets in search results
by Jack Doyle 18 Jan '05

18 Jan '05

My GenericAgent.pl is not in ~otrs, it's in ~otrs/bin. Is there where I need to be? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Tuesday, January 18, 2005 12:01 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Red tickets in search results Jack Doyle schrieb: > I would have thought that closing a ticket would answer it. :) As one could think of not answering actually being an answer as such, the OTRS is a bit more straight forward. An answer is an answer, not an action. Just like a rose is a rose is a rose... *scnr* > Anyways, I'm a total newb. How would I apply that patch you linked > to? I need some more info on your OS and OTRS version to be precise, but I try to get you through in the following. Let's assume, you're running an OTRS 1.3.x on a Linux box. Let's assume you have an SSH connection to the box or you are doing this on the console. Every command below is to be entered on a command line. The box has to provide the 'patch' command. Fire this command (do _not_ include the '#', this is your prompt) # patch --version patch 2.5.9 Copyright (C) 1988 Larry Wall Copyright (C) 2003 Free Software Foundation, Inc. This program comes with NO WARRANTY, to the extent permitted by law. You may redistribute copies of this program under the terms of the GNU General Public License. For more information about these matters, see the file named COPYING. written by Larry Wall and Paul Eggert The output above is from a up-to-date Debian Sarge system, yours is likely to be different. We're not dependend on a version line or other blurb here, just wanted to make sure the patch command is there. If it is not, the output will look like: # patch --version bash: patch: command not found In this unlikely but seen case, you have to throw away the computer and buy a new one. Just kidding, install the 'patch' package. For Debian, execute: # apt-get install patch On Mandrake, fire a: # urpmi patch Suse does it by: # yast2 install patch RedHat comes with a package manager, too. Now that we made sure you can use the patch command, become root by 'su'ing to it: # su - Password: When asked for the Password, 'root's pass is meant, not yours. Change to OTRS' home dir: # cd ~otrs Make sure we meet a GenerivAgent.pl here: # ls -l GenericAgent.pl -rwxr-xr-x 1 root root 6144 Sep 6 17:57 GenericAgent.pl Again, the above ouput might be different from yours - important is that the file is there actually. Now we can go two ways: Copy the patch into the clipboard, or create a patch file. To do the first, mark the following lines and copy them (be sure to _not_ copy the snipsnap lines!): #snip --- Kernel/System/GenericAgent.pm +++ Kernel/System/GenericAgent.pm @@ -508,6 +508,17 @@ } } # -- + # set Answered flag + # -- + if ($Param{Config}->{New}->{Answered}) { + print "set 'Answered' state to '$Jobs{$Job}->{New}->{Answered}'\n"; + $Self->{TicketObject}->TicketSetAnswered( + TicketID => $Param{TicketID}, + UserID => $Param{UserID}, + Answered => $Param{Config}->{New}->{Answered}, + ); + } + # -- # run module # -- if ($Param{Config}->{New}->{Module}) { #snap Back at the command line, issue this: # patch The cusror is now psitioned in the following line, _not_ giving you a normal prompt. This denotes, that the 'patch' command is now waiting for input from you. Paste the contents of your clipboard to the console, and press CTRL+D afterwards. You're done. If the above does not work for you, you have to create a patch file which you can copy to the box in question. This will be necessary if you cannot copy the patch to a clipboard to paste it into the console, for example. Open your favourite text editor, copy/paste the above lines there and save it as 'GAAnswered.patch'. Copy the file to OTRS' home dir on the box in question (WinSCP is a solution on Windows, so is Putty), and issue this: # cd ~otrs # patch </path/to/GAAnswered.patch You're done. I hope this helps you out. If questions arize, feel free to come back. With kindest regards, Robert Kehl PS: Yes, you may book me at reasonable rates for doing the above on your box (and more, if you want me to). Please ask for an offer. _______________________________________________ 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

RE: [otrs] re: the admin forgot to load "Kernel::Modules::AgentQu eueView"
by Marc Richardson 18 Jan '05

18 Jan '05

Can I reload OTRS 1.3.2 over the top of the old 1.3.2? I am concerned about he Database. Would it act like an upgrade? -----Original Message----- From: Marc Richardson [mailto:mrichardson@oside.k12.ca.us] Sent: Thursday, January 13, 2005 2:49 PM To: 'otrs(a)otrs.org' Subject: [otrs] re: the admin forgot to load "Kernel::Modules::AgentQueueView" I had an error in the AgentQueueView that I could not repair. I downloaded anCVS copy of AgentQueueView and replaced the old one, I now get the following error: Perhaps the admin forgot to load "Kernel::Modules::AgentQueueView" How do I force a reloading of the Kernel::Modules::AgentQueueView? SUSE 9.0 OTRS 1.3

2 1

RE: [otrs] Red tickets in search results
by Jack Doyle 18 Jan '05

18 Jan '05

I would have thought that closing a ticket would answer it. :) Oh well, I guess even geniuses can't think of everything. By the way AWESOME program. Anyways, I'm a total newb. How would I apply that patch you linked to? -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Tuesday, January 18, 2005 10:49 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Red tickets in search results Jack Doyle schrieb: > I looked through the archives and I see that red tickets in the search > results mean that they are not answered. Is there a way to quickly > set them to answered? Despite answering them, no. > Is there something that I can have the generic agent do to do this? I > have a lot of closed tickets that are red. I would like to have a job > that runs that will take all closed tickets and set them to answered > automatically. Is this possible? See these patches: http://wiki.robertkehl.de/index.pl?PatchGAAnswered hth, Robert Kehl _______________________________________________ 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

Red tickets in search results
by Jack Doyle 18 Jan '05

18 Jan '05

I looked through the archives and I see that red tickets in the search results mean that they are not answered. Is there a way to quickly set them to answered? Is there something that I can have the generic agent do to do this? I have a lot of closed tickets that are red. I would like to have a job that runs that will take all closed tickets and set them to answered automatically. Is this possible?

2 1