November 2005 - otrs - OTRS mailing lists

Automatical store Attachments in Filemanager
by Philip Kuss 11 Nov '05

11 Nov '05

Hello, is it possible to automatically store attachments in the filemanager or in a given directory on the server ? My Scenario is that a customer send about 30 to 100 changerequests to the system and each request is treated as a own ticket. Usually are files attached to the changerequests(what has to be changed) and i would like to share them on the server for synchronizing this directory to our internal project server where all data are backed up. I appreciate any ideas or suggestions. Thank you very much and have a nice day! Philip

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Difficulties getting FileManager to work
by Tracy Drummond 11 Nov '05

11 Nov '05

I installed the Package FileManager and am receiving errors. I deinstalled and reinstalled but still cannot make it work. When I select FileManager I receive Server error! The server encountered an internal error and was unable to complete your request. Error message: panic: malloc at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/File/Glob.pm line 122, <PRODUCT> line 4. Here is the .pm file more FileManager.pm # module reg and nav bar $Self->{'Frontend::Module'}->{'AgentFileManager'} = { Description => 'Web File Manager', NavBarName => 'FileManager', NavBar => [ { Description => 'A web file manager', Name => 'FileManager', Type => 'Menu', Block => 'ItemArea', Image => 'folder_green.png', Link => 'Action=AgentFileManager', NavBar => 'FileManager', Prio => 8100, AccessKey => 'f', }, ], }; # browse/download root directory $Self->{"FileManager::Root"} = '/home/'; # trash directory $Self->{"FileManager::Trash"} = $Self->{"FileManager::Root"}."/Trash/"; # permission config (default is rw all for users)! $Self->{"FileManager::ReadAccessMap"} = { # '/Trash' => 'admin', # '/export' => 'users', # '/' => 'users', # '/0147497380' => 'users', }; $Self->{"FileManager::DeleteAccessMap"} = { '/Trash' => 'admin', # '/mmm1' => 'users2', # '/' => 'users', # '/0147497380/' => 'users', }; $Self->{"FileManager::CreateAccessMap"} = { '/Trash' => 'admin', # '/' => 'users', # '/mmm1' => 'users2', # '/0147497380/' => 'users' };

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Problem upgrading from Otrs 1.0 to OTRS 2.03
by Braun Brelin 11 Nov '05

11 Nov '05

hello all, I've been trying to upgrade to OTRS 2.0.3 from OTRS 1 without any success. Basically I have the following scenario: 1. I have a system running SuSE Linux 9.3. 2. I installed OTRS 2.0.3 3. I tarred and gzip'ed the OTRS 1.0 DB from the OTRS 1.0 machine 4. I copied the tarball to my system and untarred it into /var/lib/mysql/otrs 5. I ran the upgrade instructions from OTRS as specified in: http://cvs.otrs.org/viewcvs.cgi/otrs/UPGRADING?rev=1.16&content-type=text/v… including running the DBUpdate-to-2.0.mysql.sql script I can start up OTRS, however, when I try to actually query the DB for anything (like tickets) I get the following error in my apache's error_log file... ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Thu Nov 10 16:42:39 2005 Message: Unknown column 'gu.permission_key' in 'field list', SQL: 'SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_user gu WHERE g.valid_id in ( 1 ) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ('ro', 'rw') AND gu.user_id = 1' Traceback (9236): Module: Kernel::System::Group::GroupGroupMemberList (v1.33) Line: 606 Module: Kernel::System::Group::GroupMemberList (v1.33) Line: 446 Module: Kernel::System::Ticket::TicketSearch (v1.187) Line: 2124 Module: Kernel::Modules::AgentTicketMailbox::Run (v1.4) Line: 190 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 [Thu Nov 10 16:42:39 2005] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs//Kernel/System/DB.pm line 431. Can anyone tell me what's going on and how to fix this? Thanks, Braun Brelin

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FW:
by Manish Sharma 11 Nov '05

11 Nov '05

Hi I am facing problem in creating customer groups. OTRS gives me a Warning: Sorry, feature not activ! Comment: CustomerGroupSupport needs to be activ in Kernel/Config.pm, read more about this feature in the documentation. Take care! Can anyone help me in activating this feature? I am using OTRS in Windows environment. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

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Configuring external database backends
by Thanos A. 11 Nov '05

11 Nov '05

Hello, I'm implementing OTRS at our site and was wondering if it would be possible to configure it to connect to an external customer database getting data from more than one table (I have customer login details in a table and customer data in another table). >From what I understand, it won't be possible... however since I cannot create a view on remote database, is there any workaround to solve this issue ? I'm using OTRS 2.0.3 Regards A.

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Added Field to customer_user
by Keith Turner 10 Nov '05

10 Nov '05

Hi, We're in the pre-roll out customization phase and I'm interested in any comments as to what we've done. We wanted to add a company field (and later may add more) to the customer log in create new account. We are also going to add a telephone field. Here's what we did: To add a "company" field to customer_user and capture to DB on new account: 1) Add field to otrs mysql table (ALTER TABLE statement, nulls allowed as data already in table) - also changed the corresponding XML file. 2) add form input create account for CustomerLogin.dtl 3) moved $Self->{CustomerUser}{...} block from defaults.pm to config.pm to customize. 4) in $Self->{CustomerUser}{...} block in config.pm added to map array the company field array (copied and adapted Email item), NOTE: to make this work, we needed to have the "required" element set as "0" not "1" (Item 5 in array). Possibly this is because there was pre-existing data or that the db column allows NULLS. Testing showed that the data entered the DB if 0 but not when 1. So we are capturing it. Here's where we want to go: Have the Company data show up in the right sidebar information in the Agents ticket view - we found the output file AgentTicketQueueTicketView.dtl, but are having some trouble finding where the data set used here populates. We went into the Ticket.pm file and found the SQL statement in the TicketGet, and added and tested a new item "CustomerCompany"that is returned in the dataset as $Row[40]. But this doesn't seem to be what populates the dataset used in the dtl file. We're total PERL tyro's, or at least I am (but have some experience with other languages), so any help here will be greatly appreciated, and allow us to understand how to make further customizations. Future customizations include adding to preferences the ability for a customer to edit email address, company and phone number (but not customer ID), and to display Telephone and Company on all agent's ticket view pages. Appreciatively, Keith

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Problem with latest OTRS installation.
by Patrick Ouellet 10 Nov '05

10 Nov '05

I installed the latest RPM on a Fedora Core 4 system. OTRS 2.0.3 Apache 2.0.54 PHP 5.0.4 Perl 5.8.6 mysql 4.1.14 After solving all the perl dependensies I was able to make apache start. But now the only thing I have is the dreaded 500 Internal Server Error. Apache will work just fine if I mv /etc/httpd/conf.d/otrs.conf /etc/httpd/conf.d/otrs.bak So I assume its really a OTRS problem. If I check the apache error log theres nothing there but I get this message in the syslogd: OTRS-CheckDB-10[26777]: [Error][Kernel::System::DB::new][Line:168]: Access denied for user 'otrs'@'localhost' (using password: YES) This is when I try to acces http://[server-ip]/otrs/ I know I haven't done the database setup yet. I tried but I cant access the installer.pl I will try to do it manually. Note: there are no message logged to the syslog or the error_log(apache) when I try to access installer.pl Anyone have a comment that could help me get this working? Thanx in advance for any help. Its appreciated. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Patrick Ouellet - pouellet(a)microtecsecurite.com Administrateur des serveurs reseaux Informatique - Poste 130 Microtec Securi-t inc. =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= _ /o\ // \\ The ASCII Ribbon Campaign \\ // Against HTML eMail and \V/ Microsoft attachment /A\ http://arc.pasp.de/ // \\

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Delete tickets from Custom Queue
by Ravi Teja 10 Nov '05

10 Nov '05

I am newbie for OTRS. could somebody help me with this. How can i delete the tickets which are present in the Queue (for eg. 'customer service'). Can it be done from the selectbox by writing the query ? if so please tell me the query or is there any other options ? Thanks in advance. --RT

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Closing ticket
by Eric Boudrand 10 Nov '05

10 Nov '05

Hi, I would like to change default settings in agent response interface. How can "Next ticket state" be set by default to something else than "Open" (for example "Pending auto close") ? How can the pending date be set by default to 10 days or more ? I want to send an automated email when the ticket is closed. To which type must I bind my new Auto-Response ? Can I create an "auto close" type ? Thanks for any response. Eric ___________________________________________________________________________ Appel audio GRATUIT partout dans le monde avec le nouveau Yahoo! Messenger Téléchargez cette version sur http://fr.messenger.yahoo.com

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spam filter
by Valera Vlasyuk 10 Nov '05

10 Nov '05

Hello, How can i add something like spam filter. If in message words like "viagra" and etc. I can move those messages into Junk folder. Can someone help me? Thank you, Valera Vlasyuk

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