May 2005 - otrs - OTRS mailing lists

Some tickets not reflected
by Lim Wee Lee 10 May '05

10 May '05

Hi, Recently some tickets sent to OTRS was not reflected in the queue but it was inside the database. Even when a utility is used to do a search, the ticket can not be found. Anyone have any resolution on this? Best Regards Lim Wee Lee

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Duplicate Tickets
by Lim Wee Lee 10 May '05

10 May '05

Hi, OTRS was working fine for the past few months but recently it triggered off duplicate tickets when a user send an email to OTRS. Anyone got any resolution to this? Thanks in advance. Best Regards Lim Wee Lee

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Permission
by Brian Ronk 09 May '05

09 May '05

Ok, I finally went with a .tar.bz2 install instead of the standard Gentoo one. I had too many issues with it. I think I have everything taken care of with the tar install, except that I'm getting a 403 Forbidden error. I have otrs installed in /opt, ran "SetPermissions.pl /opt/otrs otrs apache apache apache" as root (tried as otrs, but it didn't work) and got mySQL set up. As far as I can tell I have everything set. Oh, and Apache2 has the Alias lines set in commonapache2.conf. Is the permission error something with the Apache2 setup, or in the permissions on the directories? Thanks. -- Brian Ronk System Administrator BookMasters, Inc

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RE: [otrs] Question about switching article storage type
by Patrik Forsberg 09 May '05

09 May '05

> Does OTRS deal happily with some articles in the DB and some on the > FS? I might just not have noticed that the older tickets have issues. yes, OTRS is quite happy with having both DB and FS located articles. I switched from DB to FS a while back and haven't noticed any trouble with it. > Is there any easy way to move article information out of the DB and > rebuild the FS-based files, so I can clean up my DB? Maybe a handy > script? :) Yea I'd like one to.. dunno if one exist but if it does I'd happily use it! Regards, Patrik

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Question about switching article storage type
by Bryan Fullerton 09 May '05

09 May '05

Howdy, Back when I started using OTRS (2002-2003), I was using ArticleStorageFS for my TicketStorageModule setting. At some point the setting was lost from my Config.pm, and a bunch of article information was stored in the DB (2003-2005). I've now switched back to ArticleStorageFS. Questions: Does OTRS deal happily with some articles in the DB and some on the FS? I might just not have noticed that the older tickets have issues. Is there any easy way to move article information out of the DB and rebuild the FS-based files, so I can clean up my DB? Maybe a handy script? :) Thanks, Bryan

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Re: [dev] How to make Email field in the add user page to take null value.
by sumeet prasad 09 May '05

09 May '05

Victor, Peter, Thanks for the pointers. Its works. Some inside stuff of the problem. The schema where I am able to find user email is in user_preferences table. Schema is: # ----------------------------------------------------------------------- # user_preferences # ----------------------------------------------------------------------- drop table if exists user_preferences; CREATE TABLE user_preferences ( user_id INTEGER NOT NULL, preferences_key VARCHAR (150) NOT NULL, preferences_value VARCHAR (250), INDEX index_user_preferences_user_id (user_id) ); I am able to see UserEmail field at the mysql command line output of user_preference table. Preference key column has the "UserEmail" and the email address is under preferences_value. Can any one tell me how this field can be made null. First time i have come across INDEX index_user_preferences_user_id. Could any one tell me more on this schema. And how to make the UserEmail field null. Regards, Sumeet Victor Rodriguez Cortes <victor.rodriguez(a)valmesa.es> wrote: Hello! As a workaround, you can use a non existent mail address like "thisdoesntexist(a)yourdomain.org". It's important that the domain part of the mail address exists to pass the automatic MX check in DNS. Regards, On 8 May 2005 at 23:50, sumeet prasad wrote: > > Hi OTRS Team, > > I don't want to give email address in the field Email: while creating > user(agents). Its not creating user when email id not given. > > How could I give null value in email field andcreate users ? > > Its urgent. Could any one please give inputs. > > Regards, > Sumeet --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. --- _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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OTRS 2.0 beta1
by Stefan Rother 09 May '05

09 May '05

Good morning! Because there a lot of people not subscibt at the OTRS announce list, here comes the information as well: The OTRS Team is pleased to announce the first beta release of the Trouble-Ticket-System OTRS 2.0.0 beta1. More informations you could found at: http://lists.otrs.org/pipermail/announce/2005/000034.html Thanks for your help!:) With kind regards, Stefan Rother -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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How to make Email field in the add user page to take null value.
by sumeet prasad 09 May '05

09 May '05

Hi OTRS Team, I don't want to give email address in the field Email: while creating user(agents). Its not creating user when email id not given. How could I give null value in email field and create users ? Its urgent. Could any one please give inputs. Regards, Sumeet

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Attachments in otrs
by Tejas Desai 09 May '05

09 May '05

I am trying to change the directory where the attachments end up in otrs. In order to do so I created a new directory in otrs and put the following lines in the Config.pm: # article fs dir $Self->{ArticleDir} = '/opt/otrs/uploads'; But the attachments still end up in the database I guess because I don't see them anywhere. Please let me know what I need to change in order to get this working. Thank You, Tejas Desai UCLA LONI

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Can't re-login after 'Session has timed out. Please log in again.'
by s taylor 08 May '05

08 May '05

Hello. What causes a session not being able to be started (can't login or re-login) regardless of the valid user when session timed out? I'm testing the installation and I've been switching between various logins, be it customer, agent, or root depending on what I'm testing. The new problem is that the message, 'Session has timed out. Please log in again.' is displayed, not allowing login nor re-login to neither 'customer.pl' nor 'index.pl' regardless of the user. This is the first time I've run into this. There are no records stored in the database's 'sessions' table. All logins are 'valid'. The system is still able to detect when a login is typed incorrectly. I can still 'create new customer account' via customer.pl, but can't login using it due to 'Session has timed out. Please log in again.' message. I always make sure there is no sessions id on the URL just to make sure it's not picking up an old session id from cache. I'm trying to avoid some of the traditional basic methods that could alleviate the problem via the backdoor, but I would like to know what may be causing the problem and what the recommended solution would be. I hope when this problem is solved, I can replicate it for a better understanding of this software. I'm testing it on a Unix FreeBSD system. Thanks.

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