March 2005 - otrs - OTRS mailing lists

(no subject)
by Philippe Roth 29 Mar '05

29 Mar '05

Dear All, We posted a question about the possibility for customers to access only one queue when connected under customer.pl. The solution you sent us realy worked, but we have a question... Now, a customer can access only to one queue and post a request only in that queue. But if a customer sent requests before and these requests have been resolved in other sub queues of the system, then the customer can't see his old requests. If we move his old requests under the only queue that customers can access, then he can see his old request. Question: Is there a way to make a customer the possibility to create a ticket only in one queue and have the possibility to see all the tickets he created and have been resolved in all the different queues? Many thanks in advance and have a nice day, Philippe Roth

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auto-locking tickets
by Tom Simpson 29 Mar '05

29 Mar '05

Hi Is it possible to stop tickets being automatically locked? Eg. If the owner is changed etc. ? TIA. Tom -- Solution Expertise Centre Sun Microsystems (UK)

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sort order of the QueueView
by amg-1 28 Mar '05

28 Mar '05

When I view My Queues, the order of the messages shown is the "Age" of the ticket. I'd like to change the sort order to be the message arrival time, not the time of the creation of the ticket's very first message (which is what I understand to be the "Age" of the ticket). I've looked through the mailing list archive, and searched the Defaults.pm file, but no success. Is the sort order I'm suggesting possible w/ OTRS? thanks. -- Alain M. Gaudrault, Reqwireless Inc. Web: http://www.reqwireless.com/

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RE: [otrs] Issue with autoreply on new ticket
by Jack Doyle 28 Mar '05

28 Mar '05

If you have command-line access to the server, I'd look at the mail log and see if it got processed. Other than that, not much I can do to help you. I'm no expert. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc

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Re: Non-translated symbols in field "Subject"
by Dmitry Kambur 28 Mar '05

28 Mar '05

>When I create e-mail ticket in OTRS or receive autoanswer that I see in >a field "Subject" instead of russian (cyrillic) >letters strange symbols in my e-mail program (Mozilla TB and The Bat!) . >For example: >Subject: Ð¿ÑÐ¾Ð²ÐµÑÐºÐ° >This is word: "ÐÒÏ×ÅÒËÁ" (test) > >What can recommend? > > > I have compared headings from OTRS and headings from my mail server ( I have sent the letter to myself). Here they: 1. From OTRS: Subject: [2005032810000012] RE: яяп╬я subj. п╡ utf-8 ( [...] 2. From me: Subject: =?UTF-8?B?0Y3RgtC+0YIgc3Viai4g0LIgdXRmLTggKHRoaXMgc3Viai4gaW4gdXQ=?= =?UTF-8?B?Zi04KQ==?= In the second variant the Subj line is coded correctly and obviously specified the codepage (?UTF-8?). Why it does not work in OTRS? -- Dmitry Kambur

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Issue with autoreply on new ticket
by Rasmus Anderssén 26 Mar '05

26 Mar '05

I'm running a setup of OTRS 1.3.2, which is generally working as supposed to, but there's one issue which prohibits it from being rolled out as a production system for the helpdesk I operate. All new tickets to the two queues get processed (tickets created) and I get a notification about new tickets, but the clients don't get their autoresponses. The log indicates that they are even't processed, despite they should be. The autoresponders have been assigned to the appropriate queues, but no cigar. What could be wrong? Or could this be a bug? Thanks in advance for any hints or solutions! Rasbelin

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Ticket categories?
by brian_anon 25 Mar '05

25 Mar '05

Is it possible to create ticket categories for each ticket for reporting purposes?

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OTRS Question
by Marcus Sattler 25 Mar '05

25 Mar '05

Hey there, I'm running OTRS currently, and have looked at the Config.pm file, I'm trying to figure out the best way to log everything outside of messages. Right now I am having trouble at times getting true server info from messages due to all the ticket logging. What is the best way to approach it? I figured before screwing it up myself, I would ask for advice. Thanks! -Marcus

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Need Ticket ID
by William Marques 23 Mar '05

23 Mar '05

Hi List, I tring to make some customizations to the OTRS , buta after some changes, I receive a error message from the customer web interface: ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Tue Mar 22 18:53:51 2005 Message: Need TicketID! Traceback (26606): Module: Kernel::System::Ticket::ArticleCreate (v1.19.2.1) Line: 83 Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 334 Module: /srv/www/default/html/otrs/bin/cgi-bin/customer.pl (v1.31) Line: 636 The Apache LOGS: [Tue Mar 22 19:13:20 2005] [error] [client 192.168.1.254] , referer: http://192.168.1.35/otrs/customer.pl?Action=CustomerMessage [Tue Mar 22 19:13:20 2005] [error] [client 192.168.1.254] Message: Need TicketID!, referer: http://192.168.1.35/otrs/customer.pl?Action=CustomerMessage [Tue Mar 22 19:13:20 2005] [error] [client 192.168.1.254] , referer: http://192.168.1.35/otrs/customer.pl?Action=CustomerMessage [Tue Mar 22 19:13:20 2005] [error] [client 192.168.1.254] Traceback (27348): , referer: http://192.168.1.35/otrs/customer.pl?Action=CustomerMessage I just change the auto-reply, make my own responses, add some queues... I made it 3 times, (from zero, creating a new database) and it seems it's a problem with the database, for some strange reason it apperas to be corrupted.. I use PostgreSQL, version 7.4.2, and I have other databases setted up in this SGBD without any problem. Does anybody has a clue for this? In the bugzilla there's no bug report for this. The OTRS version is 1.3.2 Hope someone can Help me I choose OTRS to be my first choice to offer to my clients, when they need a helpdesk system.... Best Regards, William Marques

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RE: [otrs] Error: Log.pm line 80
by Dan Paulin 23 Mar '05

23 Mar '05

Try running the CleanUp.pl file after starting all services pertaining to OTRS: Opt/otrs/bin/CleanUp.pl It's suggested that this file be run prior to changing any log caching size and although you haven't made an adjustment in the Config.pm, I've found its rather helpful in eliminating such an error in past experiences. It's a shot in the dark, but worth a try. Regards, Dan P. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of s taylor Sent: Wednesday, March 23, 2005 3:21 PM To: otrs(a)otrs.org Subject: [otrs] Error: Log.pm line 80 Hello. I just installed the software on a Unix FreeBSD; Perl 5.8.6; MySQL 4.0.18; Apache 1.3.33 system. I haven't added any other options from Defaults.pm, yet, except as it pertains to the following: After otrs/bin/cgi-bin/index.pl, I obtained the 'Software Error: Invalid argument at /usr/home/foo/public_html/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 80.'. I looked at other mailing list entries but haven't found the cause. Therefore, I ran the Perl Debug and it shows Line 80 in Log.pm as: $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; I also looked at the following lines from that file: $Self->{IPCKey} = "444423".$Param{ConfigObject}->Get('SystemID'); $Self->{IPCSize} = $Param{ConfigObject}->Get('LogSystemCacheSize') || 4*1024; and then I looked in Config.pm and saw that there is no reference to 'LogSystemCacheSize'. I did see a reference to it in Defaults.pm. I then added it to the Config.pm file and the error was still there. I also see that the otrs.log has not been created via the script. I have the relative location as '/var/log/otrs.log'. Is there something else I need to do e.g. reboot, etc.? Is this 'log.pm line 80', as numbered by the debugger, really the problem? Thanks in advance. _______________________________________________ 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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