November 2005 - otrs - OTRS mailing lists

Search Problem
by kjohnson＠americanemall.com 16 Nov '05

16 Nov '05

We are having a small issue here. We have our OTRS setup on with the following. Windows 2003/IIS6.0/MySql 4.1 and having a small issue. When we go to the search page, and lookup a closed ticket. When we click on the link to view the ticket, it takes me back to the main page without displaying any information. What can I check to make sure I have setup properly. Have been running OTRS for several months, and this sis the first time we tried this function. Everything else appears to be running great! Ken Johnson Technical Services Manager

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AW: [otrs] Re: Preestablish datababase connections---HOWTO??
by shawn.beasley＠dlh.de 16 Nov '05

16 Nov '05

Try webmin for database permissions is that the best way. But I am not sure what the actual question is. http://www.webmin.com/download.html I had to create the database manually and the user with permissions from local host. Best Regards, Shawn Beasley -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von KartheeK Gesendet: Mittwoch, 16. November 2005 12:11 An: otrs(a)otrs.org Betreff: [otrs] Re: Preestablish datababase connections---HOWTO?? Hi, I have installed mod_perl:-2.0.0-0.rc5.3 And Apache:httpd-2.0.54-10 I am struggling a lot on this.... Has any one done this successfully?? Regards KartheeK ________________________________ Enjoy this Diwali with Y! India Click here <http://in.promos.yahoo.com/fabmall/index.html>

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Re: Preestablish datababase connections---HOWTO??
by KartheeK 16 Nov '05

16 Nov '05

Hi, I have installed mod_perl:-2.0.0-0.rc5.3 And Apache:httpd-2.0.54-10 I am struggling a lot on this.... Has any one done this successfully?? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

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Possibility to save draft answers?
by Peter Mayr 16 Nov '05

16 Nov '05

Hi everyone, I have a question regarding answers. Is it possible to save a draft of an answer? (e.g. you start writing the email to the customer, then you get interrupted. the only possibility for saving your work seems to be cutting and pasting your draft in to a note. And to later retrieve it from there to past it into the "Compose Answer" form. Are there any better ideas?) I searched in the mailing list archive. I have found an feature request from 2003, but appearantly it has not been implemented.. Thanks for your help Peter -- ----------------------------------------------- Peter Mayr mailto: at.peter.mayr(a)gmail.com

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Preestablish datababase connections---HOWTO??
by KartheeK 16 Nov '05

16 Nov '05

Hello Everybody, I am in the process of performing "Performance Tuning" as per the OTRS documentation: http://doc.otrs.org/2.0/en/html/x1497.html#performance-tuning-webserver-db Preestablish datababase connections: I have configured the "apache2-perl-startup.pl" as follows: ===================================================== use Apache (); use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs::localhost',"otrs","hot"); use DBI (); use DBD::mysql (); ==================================================== But, on doing this my httpd server doesnt start and I get the following error: ********************************ERROR---1********************************************* Can't locate Apache.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at /opt/otrs/scripts/apache2-perl-startup.pl line 22.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 22.\nCompilation failed in require at (eval 2) line 1.\n [Wed Nov 16 12:03:30 2005] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server mercury.envisionone.net:0, exiting... *****************************ERROR---1********************************************** Therefore I Included the file Apache.pm From: /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi/DBI/ProfileDumper/Apache.pm To: /opt/otrs Now, I get another Error ****************************ERROR---2*********************************************** [Wed Nov 16 12:13:38 2005] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at /opt/otrs/scripts/apache2-perl-startup.pl line 23.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 23.\nCompilation failed in require at (eval 2) line 1.\n [Wed Nov 16 12:13:38 2005] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server mercury.envisionone.net:0, exiting... ********************************ERROR---2********************************************** However, ===================================================== #use Apache (); #use Apache::DBI (); #Apache::DBI->connect_on_init('DBI:mysql:otrs::localhost',"otrs","hot"); use DBI (); use DBD::mysql (); ==================================================== Works without any problem. Am I wrong in the configuration?? Anybody with success in this? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

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Agents do not receive Email Notifications of new tickets
by Jamie Montgomery 15 Nov '05

15 Nov '05

I've got a problem I can't figure out. Agents do not get an email sent to them for new tickets in their "My Personal Queues". I have looked at my Config.pm, each Agent's preferences, and the entries in the MySQL database I'm using, but I can not find out why OTRS is not sending out New Ticket email's to the agents. Agents can be sent mail from the "Admin Notification", whether a ticket owner was changed to the agent, queue changes, move changes, but does not get an email for new tickets. The "New Messages" in the Agent view does not show new tickets either. Customers are sent emails for new tickets they create, their moved tickets, queue changes... everything. I figure I'm missing simple somewhere, but after three days of trying to find it, I'm about to give up. Any ideas will be helpful. - Jamie Montgomery

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RE: [otrs] Admin::User Deletes personal_queues Entries
by Johnson, Michael 15 Nov '05

15 Nov '05

OK, OK, I think I've figured it out. It was my mistake that the old OTRS system is running 1.2.3. Luckily we had not destroyed the box yet. I did a new dump of the database. Dropped the otrs database on the new box. Recreated the otrs database. Imported my dump from the old box. Now, here is the important part! Ran the DBUpdate-to-1.3.mysql.sql script on the database. Ran the DBUpdate-to-2.0.mysql.sql script on the database. No errors on either one, and now the whole system is behaving better. BTW, I printed the tickets that had arrived at the new system while trying to debug this mess. ARRRGGGHHH! the killing of more trees! --MPJ

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Admin::User Deletes personal_queues Entries
by Johnson, Michael 15 Nov '05

15 Nov '05

OpenSuse 10 MySQL 4.1.13 Apache2 PHP 4.4.0 Perl 5.8.7 OTRS 2.0.3 upgraded from 1.3.x (RPM installation) I was just going through some settings in the Admin interface. I tried to modify the queues for a user, but when I clicked Update and went back into that user, none of the queues were highlighted. After much disbelief, I finally looked into the otrs database, personal_queues table. I could not find any entries for the user_id I had modified. Strange! I manually inserted appropriate records for that user_id and the queue_ids for his personal queues. I went back into the Admin::User module, and the proper queues were highlighted. I modified the user's queue list again in the web interface, and POOF! the entries were gone from the personal_queues table again. Bug? Permissions error? Is there a log file somewhere to help track this down? Any ideas? BTW, I have also noticed that I cannot edit a queue in the Admin web interface. It keeps spitting back a "must have queue_id" error. The name of the queue and other settings are never proper on the left side of the screen when I click the Change button. Same overall issue? TIA, --MPJ

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Can an agent receive notifications for a ticket locked by another agent ?
by Eric Brayet 15 Nov '05

15 Nov '05

Hi, I would like two agents to work on the same ticket. But only one agent can receive Follow-up notifications, since only one agent can lock a ticket. Can an agent receive notifications for a ticket locked by another agent ? Eric B.

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Apache2 conflicts with otrs.conf
by Johnson, Michael 15 Nov '05

15 Nov '05

I have seen the 500 Internal Server error posted a couple of times. One solution is to comment out the following lines from otrs.conf: PerlModule Apache::Reload PerlInitHandler Apache::Reload And that does work, but you lose a small automation capability if your Perl modules are ever upgraded. Under Apache2 these lines should read: PerlModule Apache2::Reload PerlInitHandler Apache2::Reload This will give you the reload capability and get rid of the 500 Internal Server errors. Hope this helps several, --MPJ

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