August 2005 - otrs - OTRS mailing lists

Queue View
by Henry P Carpenter-Clawson 17 Aug '05

17 Aug '05

Hi Guys, I am trying to create a new page that I can log into that only shows all the queues fully expanded and still does the config defined refresh every X mins. What I am wanting to do is put an active element on my windows desktop so I can monitor the number of request in queues and yell at the appropriate person if the numbers start to go up too much. Something like this : Queue: My Queues Tickets shown: 0 - Page: - Tickets available: 0 - All tickets: Queues : My Queues(0) - Queue 1 (x) - Queue 2 (x) etc etc. Could someone who understands the php ui stuff possibly point me in the right direction? I presume I need to create a new 'event' something along the lines of : http://url/otrs-cgi/monitorview.pl - However I have no idea, where I would do this, or what to base it on. I then assume that I would need to add something to Output/HTML/theme that this file would use, but again I am a little lost. Any help, tips, points much appreciated. Regards. ------------------ Henry Carpenter Clawson aka 'H'

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RE: [otrs] Ticket NumberGenerator
by West, Bradley G. 17 Aug '05

17 Aug '05

Alexander/Christian, FYI. I had made these changes as well; but, the first attempt did not succeed so I removed them from my Config.pm file and went hunting the master configurations, which still didn't work. I eventually ended up blowing away the /opt/otrs directory structure. Only after I reconstituted the directory structure from the tar file, made our necessary modifications, and subsequently bounced the various OTRS services did I have success of, more or less, correct ticket numbering. To fix this I had reduce the TicketMinCounterSize value to what I wanted to get rid of the extra padded zeroes. Thanks for all of the help. I really didn't want to have to whack the directory structure; but, seeing as how this isn't yet in "production" it wasn't such a big deal. Brad ----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Kardailsky Sent: Wednesday, August 17, 2005 9:15 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket NumberGenerator Dear Christian, Wednesday, August 17, 2005, 1:41:17 PM, you wrote: >> Thanks for info. I've just found that altering >> /opt/otrs/Kernel/Config/Files/Ticket.pm and ZZZAAuto.pm is enough >> for me because I don't use perl script at the moment. :) > Please do _not_ change these files manualy, they will be overwritten > during updates or by the grafical system configurations frontend and all > your settings will be lost... > Put your own settings only into the file Kernel/Config.pm, this file is > never changed automaticly. > To change the ticket counter for example to auto increment, the > following two lines should help you: $Self->>{'Ticket::NumberGenerator'} = $Self->>'Kernel::System::Ticket::Number::AutoIncrement'; $Self->>{'Ticket::NumberGenerator::MinCounterSize'} = 5; Ah, ok. Thanks for info. -- Best regards, Alexander _______________________________________________ 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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AW: Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125
by Matthias Wegner 17 Aug '05

17 Aug '05

Problem occurs only, wenn Article has Attachments -----Ursprüngliche Nachricht----- Von: Matthias Wegner Gesendet: Mi 17.8.2005 15:05 An: otrs(a)otrs.org Betreff: Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125 Hi There, when forwarding a article containing äöä in Subject I get the following error: Sofware Error Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125 The mail is not sent, but the new Article of the forewarded Mail is added to the Ticket. my configuration Database mysql: Server version: 4.1.12-standard Protocol version: 10 Connection: Localhost via UNIX socket Server characterset: utf8 Db characterset: utf8 perl Base64 Module: Module id = MIME::Base64 DESCRIPTION Encode/decode Base 64 (RFC 2045) CPAN_USERID GAAS (Gisle Aas <gisle(a)ActiveState.com>) CPAN_VERSION 3.05 CPAN_FILE G/GA/GAAS/MIME-Base64-3.05.tar.gz DSLI_STATUS Rdhf (released,developer,hybrid,functions) MANPAGE MIME::Base64 - Encoding and decoding of base64 strings INST_FILE /usr/lib/perl5/5.8.0/i386-linux-thread-multi/MIME/Base64.pm INST_VERSION 3.05 otrs config.pm: ... $Self->{DefaultLanguage} = 'de'; $Self->{DefaultCharset} = 'utf-8'; .... otrs Codebase 1.3.2 +Kernel/System/Encode.pm rev. 1.10.2.1 and +Kernel/System/Ticket/ArticleStorageDB.pm rev. 1.19.2.3. Any idea where to look ? Thanks Matthias

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RE: [otrs] Ticket NumberGenerator
by West, Bradley G. 17 Aug '05

17 Aug '05

Alexander, There are two settings I've found that make these changes possible OTRS 2.0.1 - On *nix /opt/otrs/Kernel/Config/Files/Ticket.pm Remark out the statement that is the default and change this to whichever suits your needs Also, you will need to configure one additional file at a minimum /opt/otrs/scripts/apache2-perl-startup.pl or apache-perl-startup.pl Modify the 'use' statement to match the number generation you want. I've had problems with this though. I am working a clean install on a multiprocessor x86 server running RHEL3 If you come up with anything else please pass it on ;) You of course will need to bounce your apache services Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Kardailsky Sent: Tuesday, August 16, 2005 3:32 PM To: otrs(a)otrs.org Subject: [otrs] Ticket NumberGenerator Hi all, Could you please tell me how do I can change default settings for Ticket::NumberGenerator in new otrs version? Thanks. -- Best regards, Alexander _______________________________________________ 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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Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125
by Matthias Wegner 17 Aug '05

17 Aug '05

Hi There, when forwarding a article containing äöä in Subject I get the following error: Sofware Error Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125 The mail is not sent, but the new Article of the forewarded Mail is added to the Ticket. my configuration Database mysql: Server version: 4.1.12-standard Protocol version: 10 Connection: Localhost via UNIX socket Server characterset: utf8 Db characterset: utf8 perl Base64 Module: Module id = MIME::Base64 DESCRIPTION Encode/decode Base 64 (RFC 2045) CPAN_USERID GAAS (Gisle Aas <gisle(a)ActiveState.com>) CPAN_VERSION 3.05 CPAN_FILE G/GA/GAAS/MIME-Base64-3.05.tar.gz DSLI_STATUS Rdhf (released,developer,hybrid,functions) MANPAGE MIME::Base64 - Encoding and decoding of base64 strings INST_FILE /usr/lib/perl5/5.8.0/i386-linux-thread-multi/MIME/Base64.pm INST_VERSION 3.05 otrs config.pm: ... $Self->{DefaultLanguage} = 'de'; $Self->{DefaultCharset} = 'utf-8'; .... otrs Codebase 1.3.2 +Kernel/System/Encode.pm rev. 1.10.2.1 and +Kernel/System/Ticket/ArticleStorageDB.pm rev. 1.19.2.3. Any idea where to look ? Thanks Matthias

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Customer info ?
by Ravi AHUJA 17 Aug '05

17 Aug '05

Hi, We have all internal customer & we are picking there information from edirectory, is there is any way by which we can also reflect there group in ticket history, as we also have there group information at edirectory . Thanks Ravi Ahuja

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OTRS 2 documentation
by Daniel Balan 17 Aug '05

17 Aug '05

Hi guys, Is there any kind of documentation for this new release. There are few new things and I want to make sure I am using them as it should. Thanks -- Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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FAQ article prior revisions
by Rob Cas 17 Aug '05

17 Aug '05

Hi, I'm using 2.0.1 Is there any way to see the previous revisions of FAQ articles? (In the same way you can see the full 'revisions' of a ticket's responses.) If not, is this information maintained in the database, but just not currently presented by the front-end implementation? It's often useful to be able to review (or even roll-back) the changes somebody has made, but currently the history only shows the dates changes were made... Thanks in advance, Rob.

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RE: [otrs] AutoIncrement not working for me
by West, Bradley G. 17 Aug '05

17 Aug '05

I'm having the same problem as this using version 2.0.1, new clean implementation. Note: I had generated some test tickets before finalizing the changes to the various files (Kernel/Config/Files/Ticket.pm) and (scripts/apache2-perl-startup.pl. Any Ideas? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ben Conrad Sent: Monday, May 02, 2005 2:20 PM To: 'otrs(a)otrs.org' Subject: [otrs] AutoIncrement not working for me Folks, I've been trying to get my ticket numbers to look like 1000,1001, etc but have had no luck. I've edited Config.pm and done a 'service httpd restart' and 'service otrs restart' $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 4; $Self->{SystemID} = 1; In the log I see the ticket get created with the wrong number: Mon May 2 14:16:04 2005 notice OTRS-PM3-1 New Ticket [200505021000102] created (TicketID=9088, ArticleID=9305). # cat ./var/log/TicketCounter.log 10;2005-05-02; I've cleared the ./var/log/TicketCounter.log file but it gets set to the above format when I restart the daemons. What am I missing? Ben Ben Conrad Sr. Network Administrator Passkey International, Inc. [T] 617.237.8225 _______________________________________________ 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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Ticket NumberGenerator
by Alexander Kardailsky 16 Aug '05

16 Aug '05

Hi all, Could you please tell me how do I can change default settings for Ticket::NumberGenerator in new otrs version? Thanks. -- Best regards, Alexander

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