June 2005 - otrs - OTRS mailing lists

installing on FC3 with postgresql 8.03
by Dave Cramer 08 Jun '05

08 Jun '05

I am getting an error Traceback (9848): Module: Kernel::System::DB::new (v1.40) Line: 223 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 124 Module: (eval) (v1.73) Line: 202 Module: ModPerl::RegistryCooker::run (v1.73) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 and checkDB returns everything ok ? any ideas ? Dave

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Sort by subject and demo's calander
by Henry Chan 08 Jun '05

08 Jun '05

Hi!I am new working with mysql and OTRS, this may sound stupid, how do I set sortby=subject I tried to look into : c:\Orts\otrs\Kenel\system\ticket.pm Line 950 sub GetLockedTicketIDs { my $Self = shift; my %Param = @_; # check needed stuff if (!$Param{UserID}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need UserID!"); return; } # db quote foreach (keys %Param) { $Param{$_} = $Self->{DBObject}->Quote($Param{$_}); } my @ViewableTickets; my @ViewableLocks = @{$Self->{ConfigObject}->Get('ViewableLocks')}; my $SQL = "SELECT ti.id " . " FROM " . " ticket ti, ticket_lock_type slt, queue sq, article a" . " WHERE " . " ti.user_id = $Param{UserID} " . " AND ". " slt.id = ti.ticket_lock_id " . " AND ". " sq.id = ti.queue_id". " AND ". " slt.name not in ( ${\(join ', ', @ViewableLocks)} ) ORDER BY "; # sort by if (!$Param{SortBy} || $Param{SortBy} =~ /^CreateTime$/i) { $SQL .= "ti.create_time"; } elsif ($Param{SortBy} =~ /^Queue$/i) { $SQL .= " sq.name"; } elsif ($Param{SortBy} =~ /^Subject$/i) { $SQL .= " a.a_subject"; } and C:\otrs\otrs\Kernel\Modules\CustomerTicketOverview.pm # my @ViewableTickets = (); $SQL = "SELECT st.id FROM " . " ticket st, ticket_state tsd, queue q,article a, " . $Self->{ConfigObject}->Get('DatabaseUserTable'). " u ". " WHERE " . " tsd.id = st.ticket_state_id " . " AND " . " st.user_id = u.". $Self->{ConfigObject}->Get('DatabaseUserTableUserID') . " AND ". " q.id = st.queue_id ". " AND ". " q.group_id IN ( ${\(join ', ', @GroupIDs)} ) ". # " AND ". #" a.ticket_id = '".$Self->{DBObject}->Quote($Self->{UserCustomerID})."'". " AND ". " st.customer_id = '".$Self->{DBObject}->Quote($Self->{UserCustomerID})."'". $SQLExt. " ORDER BY "; if ($Self->{SortBy} eq 'Owner') { $SQL .= "u.".$Self->{ConfigObject}->Get('DatabaseUserTableUser'); } elsif ($Self->{SortBy} eq 'CustomerID') { $SQL .= "st.customer_id"; } # elsif ($Self->{SortBy} eq 'Subject') { #$SQL .= "a.a_subject"; #} Please offer me any guidence on sorting by subject. Also, I see the Demo Version have a Calender option, i wonder where can I obtain the demo version with that Calender thing Thanks. Henry

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Sorting Tickets
by Alvaro Lopez 08 Jun '05

08 Jun '05

Hello All: I'm Trying to sort ticket with the following: First: State Second: priority Third: Age The Second And Third sentences are right, but my question is, can I sort by State?. I see in Kernel/Modules/CustomerTicketOverView.pm, this: Self->{SortBy} = $Self->{ParamObject}->GetParam(Param => 'SortBy') || 'Age'; I try to replace 'Age' for 'State' but when i change it no ticket apear. My question is: Can I sort with three sentences?, because for what I See in all files only it's posible to sort with 2 sentences, it's right? -- ---------------------------------------------------------- Alvaro López Aranda GENETSIS PARTNERS C/ Francisca Delgado, 11, 3º Arroyo de la Vega 28108 Alcobendas (Madrid) Spain Tlf. (+034) 91-6574120 Fax. (+034) 91-6574130 e-mail. alopez(a)genetsis.com ---------------------------------------------------------- La información contenida en el presente correo electrónico es secreta y confidencial,y es de uso exclusivo del destinatario arriba indicado. Si usted no es el destinatario señalado, por favor, notifíquelo al remitente y borre este mensaje de su disco duro. Cualquier otro uso que haga del mismo está estrictamente prohibido.

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Emails
by Richard Hamson 08 Jun '05

08 Jun '05

Guys, What I am after is some advice on amending the way email text is setup. Below is an example from an email from Christian. You can see that the salutation 'Hi Owen' is added and then the new text is added below the original mail. Is it possible to change this so new text is automatically added above the original mail - or possibly get rid of the original mail text altogether? Cheers Hi Owen, On Di, Jun 07, 2005 at 09:07:35 -0600, Owen Stenseth wrote: >>Would you please open a report with the error message on this problem in >>our bugzilla system on > >Done. > >>http://bugs.otrs.org >> >>Please include your patch in this report also. > >And Done. Thanks a lot! _________________________________________________________________ Want to block unwanted pop-ups? Download the free MSN Toolbar now! http://toolbar.msn.co.uk/

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How do I delete a queue?
by Jeremy Isen 08 Jun '05

08 Jun '05

How do I delete a queue? I can't seem to figure this one out. I have created a "test" queue that i do not need anymore. It would be nice if the queue settings in the admin area gave us the option to delete it! anyone have a fix or a work-around? please cc me @ labtob(a)rogers.com

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User backend
by Simon A. F. Lund 08 Jun '05

08 Jun '05

Hello all, I would love to be able to change the user backend from otrs to my own db. The manual states that this great feature will be awailable in otrs2.0. Is it so in the current BETA2? The reason is that i'm trying to integrate zabbix (www.zabbix.com) and otrs. So far I've been able to merge the user and group tables but the problem with this approach is that i break compatibility with otrs. So a couple of hints on how to do this by using a different user backend (not only user auth-backend) would be appreciated :) I read earlier on the mailing-list something about copying the Customer User backend. But didn't quite get it. All pointers are appreciated! regards - safl

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PostMaster.pl emitting SQL errors into mail.log
by Jeff S Wheeler 07 Jun '05

07 Jun '05

Dear List, For the past two days our OTRS installation has been discarding some incoming messages. PostMaster.pl is emitting the below error messages into the mail log. I have searched the mailing list archive and read the OTRS documentation but have not found any direction thus far. We are using OTRS 1.3.2p01 from Debian's 1.3.2p01-5 package and pgsql version 7.4.7-6. We have not made any changes to our OTRS, pgsql, or mail delivery configuration recently. This has affected some incoming messages to existing tickets, and some messages that should open new tickets. I unfortunately do not have copies of the incoming messages. I have started storing copies of the inbound mail today. Note that the incoming mail that has been discarded in this manner is not believed to contain large file attachments or any other "common problems" that might prevent normal delivery. Jun 6 20:02:34 odyssey qmail: 1118102554.671902 delivery 24427: success: DBD::Pg::db_do_failed:_called_with_2_bind_variables_when_0_are_needed_at_/usr/share/otrs/Kernel/System/DB.pm_line_376./ERROR:_OTRS-PM-1_Perl:_5.8.4_OS:_linux_Time:_Mon_Jun__6_20:02:34_2005//_Message:_called_with_2_bind_variables_when_0_are_needed,_SQL:_'INSERT_INTO_article__(ticket_id,_article_type_id,_article_sender_type_id,_a_from,_a_reply_to,_a_to,__a_cc,_a_subject,_a_message_id,_a_body,_a_content_type,_content_path,__valid_id,_incoming_time,__create_time,_create_by,_change_time,_change_by)__VALUES__(5102,_1,_3,__'"From_Person"_<from(a)address.com>',_'<from(a)address.com>',_'"\'CC_to\'"_<cc(a)address.com>',_'"\'network_operations\'"_<netops(a)inconcepts.biz>',__'RE:_subject',__'<200506061702949.SM00848@ibmt4001>', Any troubleshooting suggestions or other input from list readers would be greatly appreciated. Thanks kindly -- Jeff S Wheeler <jsw(a)inconcepts.biz> +1-212-981-0607

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Not getting the Email notifications!!!
by anushya beauty 07 Jun '05

07 Jun '05

Hi, I have a problem in getting the email notifications. When I create a ticket, there is no email notifications in my mail id. I checked out all the possible options related to email notifications. I can send mails to that id from some other web server(ex: from yahoo). But, only from otrs, I couldn't receive the email notifications. I checked: Admin Email, FQDN, user email, POP3 account, email addresses etc. Anybody, tell me What are all the possibilities for not getting the email notifications? Thanks, G.Anu.

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update proposal for LDAP.pm
by Mathieu CHATEAU 07 Jun '05

07 Jun '05

Hello otrs, just to improve debug, i suggest the following changes in Kernel/System/Auth/LDAP.pm the goal is just to log that the bind is successfull. # ldap connect and bind (maybe with SearchUserDN and SearchUserPw) my $LDAP = Net::LDAP->new($Self->{Host}, %{$Self->{Params}}) or die "$@"; if (!$LDAP->bind(dn => $Self->{SearchUserDN}, password => $Self->{SearchUserPw})) { $Self->{LogObject}->Log( Priority => 'error', Message => "First bind failed!", ); return; } elsif($Self->{Debug} > 0){ $Self->{LogObject}->Log( Priority => 'notice', Message => "Net:LDAP Successfully bind to the ldap server", ); } # build filter -- Best regards, Mathieu mailto:gollum123@free.fr

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Trouble with CVS Version
by Owen Stenseth 06 Jun '05

06 Jun '05

Hello, I am having trouble with the CVS version of OTRS. When I try and login as a cusomer I get an error message: No TimeObject! at ../..//Kernel/System/AuthSession/DB.pm line 33. Has anyone else seen this? It seems that the login cookie is set properly because I do not need to authenticate _after_ I get this error, but this error is all that is displayed. Thanks, Owen Stenseth

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