March 2005 - otrs - OTRS mailing lists

Error: Log.pm line 80
by s taylor 23 Mar '05

23 Mar '05

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.

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Regular Expressions in PostMaster Filter
by Tauno Hogue 23 Mar '05

23 Mar '05

Hello, I've been trying to get OTRS to set some headers using the PostMaster Filters. It works great except when I try to call up data from a matched header regular expression. Using the notation referenced at the bottom of the PostMaster Filter page I have the following in my postmaster_filter db table: f_name f_type f_key f_value New Orders Set X-OTRS-Queue Orders New Orders Set X-OTRS-TicketKey1 OrderNumber New Orders Set X-OTRS-State closed successful New Orders Set X-OTRS-TicketValue1 [***] New Orders Match Subject Text #(W\d\d\d\d\d\d) New Orders Match To email(a)domain.com It matches incoming emails fine, but it sets X-OTRS-TicketValue1 to '1' not the (string) in the subject like 'W123456'. I tried using $1, and that just sets it to $1. Am I missing something obvious here on how this works? I couldn't find any other references to how this works in the docs or by searching. I've also tried just W(\d\d\d\d\d\d) to match just the numeric portion, and that doesn't work either. Any ideas? Thanks, Tauno -- Tauno Hogue tauno(a)northernmountain.com 707-445-1711 707-445-0781 (Fax)

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Customer panel
by West, Bradley G. 23 Mar '05

23 Mar '05

Philippe, Most if not all of the display properties of the OTRS system may be modified by editing the various dtl files in the /opt/otrs/Kernel/Output/HTML/<Style>/ directory. For example we remarked out the Company Tickets lines in the CustomerNavigationBar.dtl file as we didn't use that functionality. Enjoy :-) Brad West Network/Systems Engineer Spang & Company

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Customer panel
by Philippe Roth 23 Mar '05

23 Mar '05

Dear all, Could anyone tell me how it is possible to modify the Customer panel? We would like to add our own Logo and change the look. We also would like to deactivate the option to change the customer's password. How could we do that? Many thanks in advance and have a nice day, PHRoth - Switzerland

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Non-translated symbols in field "Subject"
by Dmitry Kambur 23 Mar '05

23 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: п©яп╬п╡п╣яп╨п╟ This is word: "проверка" (test) What can recommend? -- Dmitry Kambur TeNeT ISP System Department E-mail: tracer(a)Te.NeT.UA

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Getting rid of New message alert
by Tom Simpson 22 Mar '05

22 Mar '05

Sorry, yet another question... Is there anyway, short of creating an empty note, to get rid of the "New message" alert? Here's the scenario... 1/. Agent 1 moves ticket to Agent 2. 2/. Agent 2 gets "New message" alert in his Queueview/TicketView 3/. Agent 2 reads new message, but will action it tomorrow. 4/. "New message" alert doesn't disappear! The only solution we've found so far is to put an empty note in the ticket, but surely there must be a proper way? Ta. Tom -- Solution Expertise Centre Sun Microsystems (UK)

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FAQ output
by Paulo Pinto 22 Mar '05

22 Mar '05

Hello all. I'm trying to use the faq system on a public webpage, but the "formatting" is not what I want. For instance, on the "main" faq listing, each line is like: "[pt/Serviço Something] Como configuro o Email no meu sistema? (modified 16.03.2005 16:34:38)" and I want it to be like: "Como configuro o Email no meu sistema?" Can't seem to find on the dtl files any means of removing the unwanted text ... is it possible ? Yet another thing: is it possible to use different templates for the agent and for the "public" access ? I'd like to use the "standard" template for agent use but a different one for the "public faq". Possible ? If so, how ? Best regards (and congrats to the devel team for such an excelent piece of software !), -- Paulo Pinto Nortenet/Interacesso paulo.pinto(a)interacesso.pt +351 96 9830611

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date format
by Tom Simpson 22 Mar '05

22 Mar '05

Hi, Is there a way to change the date format to English (DD/MM/YYYY) rather than American (MM/DD/YYYY) ?? Ta. Tom

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advanced search
by Tom Simpson 22 Mar '05

22 Mar '05

Hi Does anyone know if it's possible to exclude something from a search. For example, suppose I want to search for all tickets that have not been sent from "example.com". Can I do something like :- From: ! { @example.com } Ta. Tom

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Dev status - is it dead ?
by Mathieu CHATEAU 20 Mar '05

20 Mar '05

hello all, i am using otrs for some times now. Since 1.3.2, i don't see any new thing from otrs... is the project dead ? i don't see any new great version under developpement on cvs... I really hope i am wrong !! Mathieu CHATEAU

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