February 2005 - otrs - OTRS mailing lists

charset
by Didier Gehéniau 04 Feb '05

04 Feb '05

Hi all, I can not display special characters in otrs. Whith both the iso and the utf-8 setting i always see strange characters instead of fi. é or ü. Any solution? Regards, Didier

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Change Ticket status
by martin hochreiter 04 Feb '05

04 Feb '05

Hi there! Is it possible to change the status of a ticket without generating a message - just change the ticket from 'assigned' to 'work in progress'

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Can't Bulk Action!
by Doug Hall 04 Feb '05

04 Feb '05

Whilst you have the ""[ Ticket escalation! ]"" ""Please answer this ticket(s) to get back to the normal queue view!"" open, you can't do bulk actions on the tickets.. ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept by MIMEsweeper for the presence of computer viruses. www.clearswift.com **********************************************************************

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remote mysql server
by Xavier Fustero 03 Feb '05

03 Feb '05

Hi, has someone configured otrs to use an external mysql server? I can only make it working with a local mysql server. I tried to play a little bit with the file Config.pm to add a port number but I didn't success. Is this possible? Thanks, Xavi bash] grep mysql Kernel/Config.pm # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; -- Xavier Fustero Benavent Work: +44(0)1223 494664 Systems Unix Administrator Fax: +44(0)1223 494468 EMBL-European Bioinformatics Institute (EBI). Wellcome Trust Genome Campus

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RE: [otrs] Time Accounting
by Pete McDonnell 03 Feb '05

03 Feb '05

Correction, both systems are not displaying the same behaviour. No fraction of a whole time unit is being stored. The decimal places are just zeroes. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:44 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting So I changed the time_accounting.time_unit field to decimal(4,2) and added the following to Kernel/Config.pm: $Self->{FrontendNeedAccountedTime} = 1; $Self->{TimeUnits} = ' (hours)'; The time is only getting recorded as an integer still though. IE if I enter 0.25 for the time unit field on a reply 0.00 gets stored in the DB. If I enter 1.25 1.00 gets stored in the DB. What else do I need to change? On my live 1.3.1 I only changed the time_accounting.time_unit field to decimal(4,2) and it stores the time properly. I did not modify the Config.pm with the above two lines on the production server. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Tuesday, February 01, 2005 4:13 PM To: User questions and discussions about OTRS. Subject: [otrs] Time Accounting I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

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RE: [otrs] Time Accounting
by Pete McDonnell 03 Feb '05

03 Feb '05

So I changed the time_accounting.time_unit field to decimal(4,2) and added the following to Kernel/Config.pm: $Self->{FrontendNeedAccountedTime} = 1; $Self->{TimeUnits} = ' (hours)'; The time is only getting recorded as an integer still though. IE if I enter 0.25 for the time unit field on a reply 0.00 gets stored in the DB. If I enter 1.25 1.00 gets stored in the DB. What else do I need to change? On my live 1.3.1 I only changed the time_accounting.time_unit field to decimal(4,2) and it stores the time properly. I did not modify the Config.pm with the above two lines on the production server. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Tuesday, February 01, 2005 4:13 PM To: User questions and discussions about OTRS. Subject: [otrs] Time Accounting I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

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Opening a ticket with the Agent interface?
by Nick Bright 03 Feb '05

03 Feb '05

Is it possible to open a ticket with the Agent interface (in otherwords, not use the "Customer" user interface at all)? The way we are trying to use this is for internal ticketing, with eventual escalation to other agents. There's an option when creating new users for the screen to go to after creating a new ticket, the options are "New Ticket" or "Ticket Zoom"; so it seems like it's possible for new tickets to be created by the agents - I just sure don't see where. -- - Nick Bright Terraworld, Inc http://home.terraworld.net | 888-332-1616

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multiple otrs installs {Scanned}
by otrs＠mlsis.co.uk 03 Feb '05

03 Feb '05

hi can anyone help me with this or is it even posible? I want to run OTRS on a multiple virtual servers, is there a way to install otrs so that the bulk of the code is comon accross each OTRS virtualserver, and only the config file is diferant? there apears to be the ability to do this with the number setting to make each install seperate, but i cant find any info on how to actaully do this :( i would like to keep all the seperate otrs servers within the same database (these are only going to be handling a small number of requests each) but i cant have one virtual server seeing the data from another. after i installed otrs for the first time, i already had a database setup with the corect dbname and user/password, but the online install script wouldnt let me procede without deleteing the old database and recreating it, so how would i setup any new virtual servers, to use the same database without affecting the data from other OTRS virtual servers? any help would be great thanks in advance Matt Lowe -- This message has been scanned for viruses and dangerous content by the www.ms.mlsis.co.uk MailScanner, and is believed to be clean. Please contact ms(a)ms.mlsis.co.uk for support.

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RE: Ghost Tickets
by Maher, John 03 Feb '05

03 Feb '05

Gerold: Thanks for your response. The links have been fixed (I was home sick yesterday and didn't check the links before I sent out the initial email: my apologies): http://www.bol.ucla.edu/~jmaher/otrsIssue/index.html As far as upgrading goes, I'm more concerned with the cause of the problem, and I have nothing to indicate that it's specific to the version I'm running. Unfortunately we're in the middle of a major upgrade to our infrastructure that's impacting over 50,000 users and right now I just need to know what the problem is: I'm not in a position where I can afford to upgrade the application and have the problem continue. My hunch is that it has something to do with how OTRS is interfacing with the data. Once again, any assistance in figuring out where the tickets went and how to get them to show up in the UI would be greatly appreciated. Thanks again, John Maher | BOL Coordinator | jmaher(a)cts.ucla.edu

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RE: [otrs] OTRS 1.3.2 on SuSE 9.2
by Pete McDonnell 03 Feb '05

03 Feb '05

Yast adds the mod_perl module line in /etc/sysconfig/apache2. I get the following error: [Wed Feb 02 13:50:10 2005] [error] Can't locate Apache/Registry.pm in @INC (@INC contains: /srv/www/perl-lib ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/li b/perl5/5.8.5/i586-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_p erl/5.8.5/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/ site_perl /usr/lib/perl5/vendor_perl/5.8.5/i586-linux-thread-multi /usr/lib/perl 5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl . /srv/www/ /srv/www/lib/perl) at (eval 85) line 3.\n [Wed Feb 02 13:50:10 2005] [error] Can't load Perl module Apache::Registry for s erver test:0, exiting... - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: martin hochreiter [mailto:linuxbox@wavenet.at] > Sent: Thursday, February 03, 2005 9:20 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2 > > Yes, I'm using mod_perl. There is a bug when installing via > Yast - the module is not written into the > /etc/sysconfig/apache2 and so apache2 is actually not really > configured with mod_perl. > That was the only 'problem' I got during OTRS / Apache2 setup > > lg > > >Mod_perl included with 9.2 appears not to have > Apache::Registry installed. > >If I start the cpan shell and attempt to install that module > from cpan > >it asks for the apache source tree. If I point it to the > >/usr/src..../apache path after installing the apache2 source rpm it > >states that mod_perl 1.99 is only for apache v1.x. > > > >Are you using mod_perl or just cgi-bin mode of running otrs? > > > >- Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > > > > > >>-----Original Message----- > >>From: martin hochreiter [mailto:linuxbox@wavenet.at] > >>Sent: Thursday, February 03, 2005 2:33 AM > >>To: User questions and discussions about OTRS. > >>Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2 > >> > >>Hi Peter! > >> > >>I don't know what exactly your configuration looks like, but I'm > >>running the testing enviroment and the production > enviroment of OTRS > >>1.3.2 on standard SuSE 9.2. > >> > >>What problems occure while running on SuSE 9.2? > >> > >>lg > >>Martin > >>_______________________________________________ > >>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/ > >> > >> > >> > >_______________________________________________ > >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/ > > > > > > > > > > _______________________________________________ > 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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