October 2005 - otrs - OTRS mailing lists

setting options via SysConfig vs Config.pm
by Mike Conigliaro 12 Oct '05

12 Oct '05

it seems that you can change pretty much any option through the SysConfig web interface or by editing Config.pm. which is the preferred method? is there a difference? -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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default note text for closed tickets
by Mike Conigliaro 12 Oct '05

12 Oct '05

hey guys, is there a way to automatically fill the note text when closing a ticket? we're finding that we type the same thing every time, and it would be nice to have something automatically inserted in here. thanks in advance. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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Suse 10
by Martin Hochreiter 12 Oct '05

12 Oct '05

Has anybody installed Otrs successfully on Suse 10? lg

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what file controls the layout
by Robin Mordasiewicz 12 Oct '05

12 Oct '05

I have a pretty good handle on the template files, but I cannot move information from one template file into another template file. i.e. I tried to make the top icon menu thing run vertical down the left side, but I had problems. Is there one file which I can modify that will affect the layout of the items. -- Robin Mordasiewicz rmordasiewicz(a)samuelmanutech.com

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Can't open /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm!
by Emonet Jean-Bruno 12 Oct '05

12 Oct '05

Hi, when i try to dowload system configuration, i get an empty file and i've got this error in log : Can't open /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm! Anyone knows this error?? Thanks, jb

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space low error
by Chaden Hite 12 Oct '05

12 Oct '05

getting this error when I try to reply to a new ticket that was created is it the drive space on the drive is full, or issues with the application writing to that space on the drive if anyone has any ideas please let me know thanks Error: Can't write: /opt/otrs/var/article/2005/10/05/60784/plain.txt: No space left on device *Comment:* Please contact the admin. *Bug Report:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Wed Oct 5 12:16:02 2005 Message: Can't write: /opt/otrs/var/article/2005/10/05/60784/plain.txt: No space left on device Traceback (2340): Module: Kernel::System::Ticket::ArticleWritePlain (v1.17) Line: 177 Module: Kernel::System::Ticket::ArticleSend (v1.17) Line: 1501 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: Apache::ROOT::otrs::index_2epl::handler (v1.73) Line: 637 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149

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Permissions to add notes
by Rob Cas 12 Oct '05

12 Oct '05

Hi, The scenario I've run into is: I've created a phone ticket into a queue for which I have create/ read-only permission (not write permission). The customer has subsequently called again with additional information. I'd like to be able to add an internal note to the original ticket, but as I don't have write access to that queue I can't. Is there any way to configure permissions to allow this kind of addition? I don't need full write permission (eg. to be able to send/ reply to messages in the queue), just permission to add internal notes. Or do I have to create a whole new ticket (that the queue owners will need to merge) in that queue just to provide some extra information? Thanks in advance, Rob.

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Re: [otrs] Strange queue view....
by Jeff Baughn 11 Oct '05

11 Oct '05

Someone may have locked tickets. -J > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Duarte Cordeiro > Sent: Tuesday, October 11, 2005 6:37 AM > To: User questions and discussions about OTRS.org > Subject: [otrs] Strange queue view.... > > > > > > Tickets showed: 1-2 - Page: 1 Tickets available: 2 - All Tickets: 0 > > > > And I don't see any ticket in the queue.... > > > > > > Whats happening ? > > > >

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getting started on creating a theme
by Robin Mordasiewicz 11 Oct '05

11 Oct '05

I have looked over the documentation, but cannot find any information on getting started on creating/modifying a theme. Is there documentatino availble for this?

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"Need TicketID!" from /opt/otrs/bin/PendingJobs.pl
by Mike Conigliaro 11 Oct '05

11 Oct '05

hey guys, i saw this error in my inbox this morning. im not 100% sure, but i think it has something to do with a ticket we had set to pending autoclose. anyone have any ideas what this is all about? ERROR: OTRS-PendingJobs-10 Perl: 5.8.3 OS: linux Time: Mon Oct 3 18:45:02 2005 Message: Need TicketID! Traceback (6282): Module: Kernel::System::Ticket::LockSet (v1.184) Line: 2434 Module: /opt/otrs/bin/PendingJobs.pl (v1.16) Line: 91 ERROR: OTRS-PendingJobs-10 Perl: 5.8.3 OS: linux Time: Mon Oct 3 18:45:03 2005 Message: Need TicketID! Traceback (6282): Module: Kernel::System::Ticket::LockSet (v1.184) Line: 2434 Module: /opt/otrs/bin/PendingJobs.pl (v1.16) Line: 91 -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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