May 2005 - otrs - OTRS mailing lists

Newbie: Questions on product.
by Dave Morrow 31 May '05

31 May '05

Hi all. I am just looking at OTRS for my first time and was wondering if someone can answer one question for me that the demo does not seem to answer. For my installation it is critical that when a user enters a trouble ticket, he/she should be presented with a list of categories and sub-categories which define the type of issue they are experiencing. For example; a major category would be hardware, with a sub-category of "Monitors". Is this possible with OTRS?

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CustomerAuth
by Andre Dieball 30 May '05

30 May '05

Hi folks I'm a bit confused now.... I managed to get the Customer DB connection to connect to another MySQL DB on a different node. Log into this DB, User Field Mapping, anything works fine. But when I try to login as one of the configured users in that DB, I get the following error message in the System log. ---cut--- CustomerUser: No auth record in 'customer_user' for xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx ---cut--- Searching and googling, I've seen, that there is a CustomerAuth Section in Defaults.pm, but there's nothing about authenticating against another MySQL DB. Does this mean that OTRS can get Customer Data (for Tickets, searching, etc) out of a different MySQL Table, but cannot authenticate against it? Do I have to connect via LDAP then in order to get users authenticated? Does anyone have something similar in use? Thanks a lot in advance. Andre

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mod_perl 1.99_09 compatibility
by Carl Swart 30 May '05

30 May '05

Hi, I know mod_perl 1.99_09 is very old, but unfortunately I have to stick with it. Is OTRS 2.0.0 beta 2 compatible with mod_perl 1.99_09 ? I have been able to get it running in CGI mode, very easily, but I in mod_perl mode I am struggling a lot. If you have any suggestions that might help, please send them to me. -- Regards, -Carl

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RE: [otrs] OTRS / Fedora Core 3 Install Issues
by Cogley, Rick 30 May '05

30 May '05

The 2.0 beta is great. I can concur this worked perfectly for me as well - RH 8 RPM downloaded off the otrs ftp site. It took very little time, and I can send/receive emails in and out of the system right off the bat without doing any config. Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (mailto:rick.cogley@esolia.co.jp) Tel: 03-5940-6880 || Fax: 03-5940-6881 || Cell: 090-4423-5475 (Outside Japan, remove leading zero -- +81-3-5940-6880) English: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: Peter van Beugen [mailto:Peter@tda.nl] Sent: Monday, May 30, 2005 4:48 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS / Fedora Core 3 Install Issues I installed OTRS-2.0-beta 1 and beta 2 on a standard FC-3 machine with the OTRS RH 8.0 RPM. It ran without one single problem and I had it up and running within 20 minutes. So if you didn't try the RH8 RPM, maybe you should... You do have to disable SElinux. Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Christian Schoepplein Verzonden: maandag 30 mei 2005 9:45 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] OTRS / Fedora Core 3 Install Issues Hello! On Fr, Mai 27, 2005 at 09:30:49 -0400, Michael White wrote: >I am having quite a bit of trouble getting OTRS to run on Fedora Core 3. >I believe that I followed the install instructions to a tee; however, I >could be missing something. Have you installed OTRS from sources or did you use a package? >First of all, I was unable to use the 'install.pl' script for the >automated install -- when I inspected the httpd/error_log I noticed the >following: > >===== SNIP ===== >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AgentTicketLink.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/System/Encode.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminAutoResponse.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs/Kernel/cpan-lib/Mail/Field.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs/Kernel/cpan-lib/MIME/Parser/Reader.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminCustomerUserGroup.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Config/Modules.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminPostMasterFilter.pm >===== SNIP ===== > >This error occurred for every otrs module. I went ahead and installed >otrs by hand thinking that maybe it was limited to the install.pl >script >-- it of course is not. I verified that all OTRS deps are met -- >nothing seems to be out of place. I also set/verified the permissions >-- I have apache running under 'apache.apache' and OTRS using >'otrs.otrs'. > >Also, I disabled selinux to test -- yielded the same results. > >I am at a loss here -- any help here would be greatly appreciated. Hmm, sorry, I don't have really a good idea, never used FC before. Are you using mod_perl? mod_perl causes cracy problems some times... >Mike Regards, Christian -- ((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/ _______________________________________________ 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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Submitting Tickets via email
by Harper, Brandon G. 30 May '05

30 May '05

I have the interface working, but I'd like to be able to submit tickets by just sending an email to some mailbox. Is this possible? If so what mailbox do I need to send it to?

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RE: [otrs] OTRS / Fedora Core 3 Install Issues
by Peter van Beugen 30 May '05

30 May '05

I installed OTRS-2.0-beta 1 and beta 2 on a standard FC-3 machine with the OTRS RH 8.0 RPM. It ran without one single problem and I had it up and running within 20 minutes. So if you didn't try the RH8 RPM, maybe you should... You do have to disable SElinux. Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Christian Schoepplein Verzonden: maandag 30 mei 2005 9:45 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] OTRS / Fedora Core 3 Install Issues Hello! On Fr, Mai 27, 2005 at 09:30:49 -0400, Michael White wrote: >I am having quite a bit of trouble getting OTRS to run on Fedora Core 3. >I believe that I followed the install instructions to a tee; however, I >could be missing something. Have you installed OTRS from sources or did you use a package? >First of all, I was unable to use the 'install.pl' script for the >automated install -- when I inspected the httpd/error_log I noticed the >following: > >===== SNIP ===== >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AgentTicketLink.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/System/Encode.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminAutoResponse.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs/Kernel/cpan-lib/Mail/Field.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs/Kernel/cpan-lib/MIME/Parser/Reader.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminCustomerUserGroup.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Config/Modules.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminPostMasterFilter.pm >===== SNIP ===== > >This error occurred for every otrs module. I went ahead and installed >otrs by hand thinking that maybe it was limited to the install.pl script >-- it of course is not. I verified that all OTRS deps are met -- >nothing seems to be out of place. I also set/verified the permissions >-- I have apache running under 'apache.apache' and OTRS using >'otrs.otrs'. > >Also, I disabled selinux to test -- yielded the same results. > >I am at a loss here -- any help here would be greatly appreciated. Hmm, sorry, I don't have really a good idea, never used FC before. Are you using mod_perl? mod_perl causes cracy problems some times... >Mike Regards, Christian -- ((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/

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OTRS / Fedora Core 3 Install Issues
by Michael White 30 May '05

30 May '05

Hello, I am having quite a bit of trouble getting OTRS to run on Fedora Core 3. I believe that I followed the install instructions to a tee; however, I could be missing something. First of all, I was unable to use the 'install.pl' script for the automated install -- when I inspected the httpd/error_log I noticed the following: ===== SNIP ===== [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AgentTicketLink.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/System/Encode.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminAutoResponse.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/Mail/Field.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/MIME/Parser/Reader.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminCustomerUserGroup.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Config/Modules.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminPostMasterFilter.pm ===== SNIP ===== This error occurred for every otrs module. I went ahead and installed otrs by hand thinking that maybe it was limited to the install.pl script -- it of course is not. I verified that all OTRS deps are met -- nothing seems to be out of place. I also set/verified the permissions -- I have apache running under 'apache.apache' and OTRS using 'otrs.otrs'. Also, I disabled selinux to test -- yielded the same results. I am at a loss here -- any help here would be greatly appreciated. Thanks, Mike

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RE: [otrs] Otrs mobile phone access
by Pete McDonnell 27 May '05

27 May '05

Works perfectly on a Blackberry 7250 using the HTML (web) browser. Haven't even tried it yet with the "lite" theme - Pete McDonnell _____ From: Graham Smith [mailto:grahamsmith@gandalfsemporium.co.uk] Sent: Friday, May 27, 2005 11:26 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Otrs mobile phone access A quick look at the spec. for the phone suggests that this does NOT support html. Only short term way to enable access would be to either use a WAP gateway or buy a phone with a HTML enabled browser. ________________ Original message ________________ Subject: Re: [otrs] Otrs mobile phone access Author: "Wes Plate" <wes(a)automaticduck.com> Date: 27th May 2005 7:24:57 AM I tried to access our OTRS system via my phone last night, didn't work. My phone displayed a message that it could not display the page. I have a Motorola V600. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com _______________________________________________ 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 f�r Ihr OTRS System? => http://www.otrs.de/

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FAQ sub categories in 2.0 ?
by aloclarit＠aol.com 27 May '05

27 May '05

guys Any chance you could add that. My boss really likes the FAQ they use on www.nagios.org. How about it ? regards, ALEX

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Manual
by Brian Ronk 27 May '05

27 May '05

Is there a reason I can't print the pdf version of the manual? I'd like to be able to refer to it without switching to a different program/browser tab. Oh, and I finally got it to work. Apparently the Gentoo ebuild seperates the cgi-bin and htdocs directories and puts them somewhere else. I moved them back, and it all started to work. -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

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