June 2005 - otrs - OTRS mailing lists

InnoDB Tables?
by Cogley, Rick 22 Jun '05

22 Jun '05

My apologies - in text format this time: == Hello - can anyone tell me if I can, and also should, use the InnoDB tables with OTRS? If I convert all the tables to this type, will it break? Kind Regards, Rick Cogley Tokyo <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)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: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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TicketFreeText
by Cogley, Rick 22 Jun '05

22 Jun '05

Hello List - When I use this code in my config.pm, I get free fields allright, but, the "key" part is selectable too (which I don't want) and the default text does not work. === $Self->{"TicketFreeKey1"} = { '' => '-', 'Impact' => 'Impact', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Global' => 'Global', 'National' => 'National', 'Site' => 'Site', 'Department' => 'Department', 'Single User' => 'Single User', }; # default selection (if wanted) $Self->{"TicketFreeText1::DefaultSelection"} = 'Single User'; === Can someone please tell me how I could change the above? Is it the '' => '-', line in TicketFreeKey1 which is causing the Key to be selectable? Also, is there some problem with the way I wrote DefaultSelection? I just want OTRS to choose the Single User selection by default. Please advise, and your help is much appreciated. Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)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: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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MySQL Client - which version by default?
by Cogley, Rick 22 Jun '05

22 Jun '05

Hello everyone - which version of the mysql client does OTRS use by default? Are those libraries built into OTRS, or, does OTRS use some algorithm to determine which client to use? Kind Regards, Rick Cogley Tokyo <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp <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: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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InnoDB Tables?
by Cogley, Rick 22 Jun '05

22 Jun '05

Hello - can anyone tell me if I can, and also should, use the InnoDB tables with OTRS? If I convert all the tables to this type, will it break? Kind Regards, Rick Cogley Tokyo <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp <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: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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"GenericAgent.pl -c db" run by cron - purpose?
by Cogley, Rick 22 Jun '05

22 Jun '05

<https://rcogley.user.openhosting.com:10000/cron/edit_cron.cgi?idx=9> Hi - I read the docs, but am still unclear on what this command being run by cron is doing: $HOME/bin/GenericAgent.pl -c db >> /dev/null Could someone kindly shed some light on this? Appreciate your help! Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp <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: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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RE: [otrs] CSV Export
by Cogley, Rick 22 Jun '05

22 Jun '05

Sorry, I'm a bit new to *nix. Grep is my friend. For the benefit of others on the list who may also be wondering how to find the right files, I used: rcogley@myhost:/opt/otrs> grep -r "SearchCSVData" ./* ./Kernel/Config/Files/Ticket.pm: # Ticket::Frontend::SearchCSVData ./Kernel/Config/Files/Ticket.pm: $Self->{'Ticket::Frontend::SearchCSVData'} = ['TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner','U serFirstname','UserLastname','CustomerID','CustomerName','From','Subject','A ccountedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','TicketFre eText2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFreeText4 ','TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6','Tic ketFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','ArticleTr ee','']; ./Kernel/Config.pm: # Ticket::Frontend::SearchCSVData ./Kernel/Config.pm: $Self->{'Ticket::Frontend::SearchCSVData'} = ./Kernel/Modules/AgentTicketSearch.pm: @CSVHead = @{$Self->{ConfigObject}->Get('Ticket::Frontend::SearchCSVData')}; ./Kernel/Config.pm~: # Ticket::Frontend::SearchCSVData ./Kernel/Config.pm~: $Self->{'Ticket::Frontend::SearchCSVData'} = This leads me to a couple files I can dig in. * takes backup of files * ;-) Best Regards, Rick Cogley Tokyo -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> 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: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: Wednesday, June 22, 2005 5:23 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Thanks Mark - Well, this AM I just did a little experiment, and thought maybe the change time is abstracted in the Ticket::Frontend::SearchCSVData function, by adding a "Changed" to the list of fields. It does not work (probably needless to say). Mark, the "problem" I can see with your solution of using the change_time field is that if someone accidentally changed the state from closed to open and then back, you have a new "resolution time" which might be quite bad for SLA compliance. I guess this is a hairy issue, but a custom field might be best for this, that captures the date/time you put in it and which can be used for customer reports. I want to try to use that change_time field in the CSV export, since that is what my customers are asking for (ability to search and export their tickets as CSV each month). Perhaps the statistics module or API already has this functionality, and perhaps I'll have to do it the way you mention Mark - w/ SQL. However, I wonder does anyone know where the Ticket::Frontend::SearchCSVData function is, physically on the disk? I would like to look at it, but cannot find it in the file called Tickets.pm etc. If anyone knows or has a hint, please let the list know! Thanks! Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mark Croonen Sent: Tuesday, June 21, 2005 11:03 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Hi Rick, > My question is - where does this data come from If you mean the database it comes from the ticket table. > Is it all coming from a single table and can I just add the name of > the field in? Well sort of, all the information is referenced from the ticket table but the actual labels may come from other tables. The field you want is "change_time" Well this is my understanding of it and this is how I calculate resolution times. Firstly I pull information directly from the database using sql because that's what I'm comfortable with but the method below probably works just as well. I pull the following fields 'create_time' 'change_time' and ' ticket_state_id' where it equals 2 (closed successful) or 3 (Closed unsuccessful) (I think). Remember there is no real close time as the ticket is never really closed its state is merely changed to 2 or 3 and if a ticket has a state of 2 or 3 logically the last change date must be the "closed date". Sounds a bit convoluted but I hope it makes sense Well that how I calculate my response times and hope its right otherwise I have a lot reports that need to be redone :-) Mark "Imagination is more important than knowledge, the important thing is to not stop questioning." -- Albert Einstein > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Cogley, Rick > Sent: 21 June 2005 19:59 > To: OTRS User List (otrs(a)otrs.org) > Subject: [otrs] CSV Export > > Hi Everyone - > > In Config.pm, you can add this data to control what CSV data will be > exported from the search function in OTRS. > > # Ticket::Frontend::SearchCSVData > # (used csv data) > $Self->{'Ticket::Frontend::SearchCSVData'} = > 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',' > Us > erFirstname','UserLastname','CustomerID','CustomerName','From','Subject',' > Ac > countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','Tick > etFr > ee > Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFree > Text > 4' > ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6' > ,'Ti > ck > etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','Arti > cleT > re > e','']; > > My question is - where does this data come from and can I get the > ticket's close date as well, so I can calculate the time to close - or > resolution time? Is it all coming from a single table and can I just > add the name of the field in? > > Please advise, and thanks for your help. > > Kind Regards, > Rick Cogley > Tokyo > > <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > Rick Cogley (rick.cogley(a)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: www.esolia.com <http://www.esolia.com/> | Japanese: > www.esolia.co.jp <http://www.esolia.co.jp/> > > Bilingual IT solutions and management firm-eSolia. > <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > > > > _______________________________________________ > 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/ _______________________________________________ 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 as virtual reference service/chat
by Peter Mayr 22 Jun '05

22 Jun '05

Hi, OTRS looks like a very nice system, I was wondering if any libraries are using OTRS for virtual reference services? Do you have any experiences? Are there any plans to include chat functions? Thanks in advance for your answers Regards Peter Mayr -- ----------------------------- Peter Mayr hbz, IT-Services Digitale Bibliothek Postfach 270451, 50510 Koeln, Deutschland Telefon +49-221-40075-198, Fax +49-221-40075-190 http://www.hbz-nrw.de

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(no subject)
by Sheline, Carl (LLU) 22 Jun '05

22 Jun '05

I have the ldap lookup working for customer data, but when I change the following line: CustomerID => 'mail', To CustomerID => 'uid', Nothing changes in the lookup. The CustomerID is still their email address. I want it to be the ldap uid. Even when I enter something like: CustomerID => 'nothing', It still shows the email address for the CustomerID. I am not using mod_perl. What am I doing wrong? Thanks, Carl Sheline School of Dentistry Loma Linda University

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RE: [otrs] CSV Export
by Cogley, Rick 21 Jun '05

21 Jun '05

Thanks Mark - Well, this AM I just did a little experiment, and thought maybe the change time is abstracted in the Ticket::Frontend::SearchCSVData function, by adding a "Changed" to the list of fields. It does not work (probably needless to say). Mark, the "problem" I can see with your solution of using the change_time field is that if someone accidentally changed the state from closed to open and then back, you have a new "resolution time" which might be quite bad for SLA compliance. I guess this is a hairy issue, but a custom field might be best for this, that captures the date/time you put in it and which can be used for customer reports. I want to try to use that change_time field in the CSV export, since that is what my customers are asking for (ability to search and export their tickets as CSV each month). Perhaps the statistics module or API already has this functionality, and perhaps I'll have to do it the way you mention Mark - w/ SQL. However, I wonder does anyone know where the Ticket::Frontend::SearchCSVData function is, physically on the disk? I would like to look at it, but cannot find it in the file called Tickets.pm etc. If anyone knows or has a hint, please let the list know! Thanks! Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mark Croonen Sent: Tuesday, June 21, 2005 11:03 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Hi Rick, > My question is - where does this data come from If you mean the database it comes from the ticket table. > Is it all coming from a single table and can I just add the name of > the field in? Well sort of, all the information is referenced from the ticket table but the actual labels may come from other tables. The field you want is "change_time" Well this is my understanding of it and this is how I calculate resolution times. Firstly I pull information directly from the database using sql because that's what I'm comfortable with but the method below probably works just as well. I pull the following fields 'create_time' 'change_time' and ' ticket_state_id' where it equals 2 (closed successful) or 3 (Closed unsuccessful) (I think). Remember there is no real close time as the ticket is never really closed its state is merely changed to 2 or 3 and if a ticket has a state of 2 or 3 logically the last change date must be the "closed date". Sounds a bit convoluted but I hope it makes sense Well that how I calculate my response times and hope its right otherwise I have a lot reports that need to be redone :-) Mark "Imagination is more important than knowledge, the important thing is to not stop questioning." -- Albert Einstein > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Cogley, Rick > Sent: 21 June 2005 19:59 > To: OTRS User List (otrs(a)otrs.org) > Subject: [otrs] CSV Export > > Hi Everyone - > > In Config.pm, you can add this data to control what CSV data will be > exported from the search function in OTRS. > > # Ticket::Frontend::SearchCSVData > # (used csv data) > $Self->{'Ticket::Frontend::SearchCSVData'} = > 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',' > Us > erFirstname','UserLastname','CustomerID','CustomerName','From','Subject',' > Ac > countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','Tick > etFr > ee > Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFree > Text > 4' > ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6' > ,'Ti > ck > etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','Arti > cleT > re > e','']; > > My question is - where does this data come from and can I get the > ticket's close date as well, so I can calculate the time to close - or > resolution time? Is it all coming from a single table and can I just > add the name of the field in? > > Please advise, and thanks for your help. > > Kind Regards, > Rick Cogley > Tokyo > > <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > Rick Cogley (rick.cogley(a)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: www.esolia.com <http://www.esolia.com/> | Japanese: > www.esolia.co.jp <http://www.esolia.co.jp/> > > Bilingual IT solutions and management firm-eSolia. > <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > > > > _______________________________________________ > 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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You don't have permission to access /otrs/installer.pl on this server
by Ivan De Masi 21 Jun '05

21 Jun '05

Hello, I tried to install OTRS 1.2.4 on a SuSE Linux 9.2 . When I want to run the setup on http://localhost/otrs/installer.pl I get the error message: "You don't have permission to access /otrs/installer.pl on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request." I checked the error log of apache2 and it says: "client denied by server configuration: /opt/otrs/bin/cgi-bin/index.pl" What can I do? What/where do I have to change something? Thanks! Regards, Ivan

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