April 2005 - otrs - OTRS mailing lists

(no subject)
by aloclarit＠aol.com 13 Apr '05

13 Apr '05

Guys Congrats on OTRS but I have 2 issues. 1. Let's say I create a new article in the FAQ on monday at 10.15 am. It'll say created Monday 10.15 am in the History. On Tuesday at 12 pm I make a change to it. Now both dates are set to that. Every time I make another change to the same document ALL previous timestamps are set to the one of the latest change. OTRS does this on a per acticle basis it seems. Prolly not too hard to fix right ? It's not the end of the world but It'd be nice to actually have a real record of when articles were created and modified. 2. There is already a bug report on this one but it's from last december so I was wondering what the status was. Even if your language is set to 'en' OTRS still gives you 'de' as a default for a new FAQ article. Looks like it pulls this from the database and just sorts the laguages by beginning letter in the drop down menu so 'de' is always first. There must be a way to set a default for that. oh and btw.: any way to attach something to a FAQ article ? I'm running otrs 1.3.2 on gentoo with 2.6 kernel. Anyone ? thx Alex

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Installation problem
by Vincent SABOURDY 12 Apr '05

12 Apr '05

Hi I try to install otrs on a redhat 7.2. the install control ask me to install mysql::DBD but it already installed and when i go to installer.pl i have : Software error: install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: ../../ /home/wservir/otrs/bin/cgi-bin/../../Kernel/cpan-lib /home/wservir/otrs/bin/cgi-bin/../.. /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /home/wservir/otrs/bin/cgi-bin/../.. /home/wservir/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 20) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: ADO, ExampleP, Multiplex, Pg, Proxy. at /home/wservir/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 174 can you help me about this ? regards vsa

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Able to notify all agents if a ticket had been modified ?
by Christophe Zwecker 12 Apr '05

12 Apr '05

Hi, we need all agents watching a queue to be notifies if an agent add somthing to a ticket , so the others know whats going on, with out having to check the webpage, even if the ticket status havent changed. Can this be done, and how ? Thx alot for any help an this or a pointer where to read Chris

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Newbie Install Questions
by Bruce Maurier 11 Apr '05

11 Apr '05

I'm trying to set up OTRS for use by our small but overwhelmed-by-email support team here in Santa Cruz, but have some constraints within which to operate (not the least of which is my own ignorance). I want to set OTRS up in our web space at our ISP, and they are a very accommodating progressive group (Cruzio in Santa Cruz, CA.) But while they host our DNS and underutilized website and provide free access to MySQL server capabilities, PERL, etc., we manage our own mail server (MSExchange) here on site. Questions: 1) Our ISP hosts our site from the following platform: [OS]FreeBSD [webserver] Apache/1.3.28 (Unix) PHP/4.3.6 mod_ssl/2.8.15 OpenSSL/0.9.7c. I notice that the OTRS RPMs do not mention FreeBSD. Will any of them work installing into this environment? 2) Does it matter that the site is hosted in one location, and our mailserver in another? 3) Are there are any other questions you think I should be asking? Please feel free to enlighten me. I'm trying to overcome some in-house prejudice against open source software here and can use all the ammunition I can find to make my case. Any guidance in my quest will be greatly appreciated. Regards, Bruce

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move from Windows to Debian
by Andreas Bublitz 11 Apr '05

11 Apr '05

Hey Guys, since the Windows version of OTRS doesn't seem to be updated in the next time I decided to use Debian. So I just wanted to ask, if anyone of you has moved from Windows to Linux before and has some hot hints. I hope I don't have to configure to much stuff again. I expect that the SQLData can be replaced easily just as the Apache config. But if anyone of you knows this better, please let me know. Thanks in Advance, Andreas

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CustomerUser queue selection
by fischer＠snom.de 11 Apr '05

11 Apr '05

Hi, why should the CustomerUser select the queue to which his web-request should be queued in ? He doesn't know anything regarding the used queues. How can I avoid this (or just show a few of all queues) for the CustomerUser but use a Filter as for the incoming mails ? regards, Sven

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RE: [otrs] changing ticket owner makes it disappear for others
by Jack Doyle 08 Apr '05

08 Apr '05

Actually, it won't show up in the queue view if the ticket is locked, but the other users may still view it through search results if necessary. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: Christophe Zwecker [mailto:doc@zwecker.de] Sent: Tuesday, April 05, 2005 10:13 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] changing ticket owner makes it disappear for others ok, there is just some actions that can only be performed if the ticket has an owner, thats why I asked.. thx alot Stefan Rother wrote: > Hi Chris, > >> we are admins with different fields of work, I created 3 queues by >> our names. we got an incoming queue. Everyone can see tickets in the >> other queues. however when one assignes a ticket to him, the other >> ones seem not to be able to see the tickets anymore, how can I change >> this ? >> >> and also I wonder what ticketlocking is for, so no other can change >> the ticket ? we dont need that can it be disabled at all ? > > > Please assigne the Ticket only in a other Queue, not to a person > directly. If you change the owner, the Ticket is locked and only the > owner see this Ticket. > > with kind regards, > > Stefan Rother > > -- > ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Manage your communication! > _______________________________________________ > 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/ -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away" _______________________________________________ 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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Preferred method for backup and disaster recovery
by Cainkar, Paul 08 Apr '05

08 Apr '05

What methods do you have in place for a complete backup and disaster recovery of an OTRS system? What is the preferred method to backing up the system both in circumstances with and without a tape drive in the machine itself? If the user who ultimately might have to restore your system is not a native Linux user, but does use Unix for other systems, would you recommend anything different? It would appear the obvious solution would be a mysql dump and grabbing the Config.pm file, but there must be more to it than that, including a more transparent solution from disaster to recovery. Thank you!

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otrs
by Frank Cases 08 Apr '05

08 Apr '05

Also seems that customer.pl shows ALL queues for users.. even trash , spam and junk thats not good.. had to hack the template with hardcoded values.. anyway around it ? Frank Customer Business Customization Teliax Inc Téléphone - Internationnal / Phone - Worldwide: +1-303-629-8300 Sans frais - Canada & É.-U./ Toll Free -.Canada & USA: +1-888-270-3688 Visitez-nous sur internet à/ Visit us on the Web: www.teliax.com

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OTRS Cron Daemon Error
by Lim Wee Lee 08 Apr '05

08 Apr '05

Hi, Have been encountering this Cron Daemon Error Email for the past few months and had no idea what went wrong. Can anyone advise on this? Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.3/Net/POP3.pm line 306. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Thu Apr 7 21:00:33 2005 Message: Auth for user tis(a)xxx.xxx.com failed! Traceback (8414): Module: main::FetchMail (v1.11) Line: 143 Module: /home/weelee/projects/otrs/www/doc/bin/PostMasterPOP3.pl (v1.11) Line: 109 Best Regards Lim Wee Lee Parkway Shenton Pte. Ltd. Tel : 6227 7777 ext 641 Fax : 6225 3735

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