August 2005 - otrs - OTRS mailing lists

Getting Error Module " not found
by Rainer Hasenzagl 26 Aug '05

26 Aug '05

Hi all! Me is an Admin in OTRS, and I want to update Agent accounts. (We use OTRS 2.0.1 with LDAP authentication for our Agents and DB authentication for the customers.) After updating the fields, and a click on the Update Button, the following error is displayed: Error: Module '' not found! Comment:publish Error: [input] 
 
 Message: Module '' not found! 
 
 Traceback (8275): 
 Module: Kernel::Modules::AdminUser::Run (v1.29 ) Line: 81 
 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 
 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 
 Module: (eval) (v1.80) Line: 202 
 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 
 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 
 Module: ModPerl::Registry::handler (v1.99) Line: 30 
 

" name=comment> [input] [input] Traceback:ERROR: OTRS-CGI-99 Perl: 5.8.6 OS: linux Time: Thu Aug 25 17:32:47 2005 Message: Module '' not found! Traceback (8275): Module: Kernel::Modules::AdminUser::Run (v1.29 ) Line: 81 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 Where could be the problem? In OTRS 1.3.2 I never had this problem. Hope you can help me?! Regards Rainer H. --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

1 0

multidomains
by Alexander Kardailsky 25 Aug '05

25 Aug '05

Dear otrs, Could you please explain how should I configure otrs for mulitple domains? Should I have several copies of otrs folder or it's just settings in config.pm file or somewhere else? Thanks in advance. -- Best regards, Alexander

1 0

RE: [otrs] Changing the link color of a URL in the footer
by West, Bradley G. 25 Aug '05

25 Aug '05

Zeke, The optimal thing to do is to define a new theme for your use. Create a new directory in /opt/otrs/Kernel/Output/HTML Copy the contents of the ./Standard directory into it Modify the associated dtl files. I think the main one is css.dtl You will then need to add the new theme to your database using sql. I can't remember exactly how to do this but there are tons of posts on the forum that direct you to the right link on the otrs website. I hope this helps. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Thursday, August 25, 2005 12:13 PM To: User questions and discussions about OTRS.org Subject: [otrs] Changing the link color of a URL in the footer OK, I've massaged the customer interface into something appropriately corporate looking, and I was able to add a link to the footer section quite easily, however I cannot seem to effect a color change for that link. As it sits, the default link color pretty much disappears on the chosen background color. All I really want to do is have the link be black before, during, and after clicking on it. I have played around with it a bit, but no luck so far. Can anyone tell me either 1) where this info is in the docs or 2) just a direct pointer to what I need to tweak. Thanks, Zeke -- mailto:jdehnert@caymas.com James "Zeke" Dehnert Phone: 707 283 5042 Fax: 707 283 5001 -= Eschew Obfuscation =- "Life is racing, everything else is just waiting" Cool and handy! ==>> http://www.spamgourmet.com

1 0

(no subject)
by John Heidingsfelder 25 Aug '05

25 Aug '05

Hello, I was wondering if anyone here has implemented otrs 2.0.2-01 on Suse 9.3. I'm having issues starting the apache2-prefork service after otrs is installed. apache2-2.0.54-4.1 apache2-prefork-2.0.54-4.1 otrs-2.0.2-01.i386.rpm rcapache2 restart [Thu Aug 25 10:53:27 2005] [warn] module perl_module is already loaded, skipping Syntax OK Shutting down httpd2 (waiting for all children to terminate) done Starting httpd2 (prefork) [Thu Aug 25 10:53:27 2005] [warn] module perl_module is already loaded, skipping failed Loads proper once otrs is removed. rcapache2 start Starting httpd2 (prefork) [Thu Aug 25 10:54:25 2005] [warn] module perl_module is already loaded, skipping done I have recomplied from source and installed as well, with the same effect. Can anyone recommend a proper OS/apache2 version to use with otrs? Thanks for your advice. John

2 1

(no subject)
by John Heidingsfelder 25 Aug '05

25 Aug '05

Almost forgot. The mod_perl version: apache2-mod_perl 2.0.1-2.1

1 0

Accounted Time
by Danie 25 Aug '05

25 Aug '05

Hi All , How does the "Accounted Time" feature work , does the agent simply enter the amount of "real" time spent on a ticket , and is this measured in hours/minutes/value? TIA -- Regards , @-----------------------------@ | Danie Theron | | Systems Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

3 4

Email Delivery and Spam
by Danie 25 Aug '05

25 Aug '05

Hi all , I'm trying to wrap my mind around this whole procmail filtering concept , seeing as I am quite new to this please bare with me. We have a few support email adresses where customers send problems/requests to.We have a Debian (postfix) email gateway that runs Spamassasin , however only blocking reported spammers. We do still get some arb emails from all over (seeing as our support email adresses are listed on our websites). I have read the docs , but due to my limited exp with postfix/procmail , I cannot quite get there. There is also no sure fire way of tagging emails as spam initially (powers that be wants ALL mail to come through *sic*) on the support boxes. How would I go about setting up some sort of filtering on either the email gateway or the otrs system to not have 1000's of spam tickets to be created? TIA -- Regards , @-----------------------------@ | Danie Theron | | Systems Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

2 3

AgentCostumer.pm vs. AgentTicketCustomer.pm
by Rainer Hasenzagl 25 Aug '05

25 Aug '05

I use OTRS Ver. 2_0_1 + CVS updated Modules. If I do an search for Customer ID: e.g. 123456 I get all closed, opend, ..... tickets. I then select the Customers ID, the result is an error: Error: Module 'Kernel::Modules::AgentCustomer' not found! Traceback:ERROR: OTRS-CGI-99 Perl: 5.8.6 OS: linux Time: Thu Aug 25 14:09:55 2005 Message: Module 'Kernel::Modules::AgentCustomer' not found! Traceback (5838): Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 204 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 I tested the same again but do not select the Customer ID. I've selected the Ticket ID e.g. 100001 and then the Customer ID --> it worked!!! Recently I found out, that the URL's are different at these 2 tests: Searchlist: /otrs/index.pl?Action=AgentCustomer&TicketID=1300">http://<OTRS-HOST>/otrs/index.pl?Action=AgentCustomer&TicketID=1300 TicketZoom: /otrs/index.pl?Action=AgentTicketCustomer&TicketID=1300">http://<OTRS-HOST>/otrs/index.pl?Action=AgentTicketCustomer&TicketID=1300 Has anyone an idee? Bug?! Gesendet von Yahoo! Mail: http://mail.yahoo.de Noch schneller mailen? Yahoo! Messenger: http://de.messenger.yahoo.com

1 0

AW: [otrs] Agent notifications are not sent
by Matthias Wegner 25 Aug '05

25 Aug '05

got the solution, the Firewall in the network checks if the sender of the outgoing mailaddress is correct. Per default the sender of notifications is otrs@<otrs_config_fQDN> In my case FQDN was not valid for sending outgoing mails. After setting a valid Sender Email adress in Config.pm $Self->{NotificationSenderEmail} = 'otrs(a)blabla.com'; everything works fine -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Matthias Wegner Gesendet: Donnerstag, 25. August 2005 11:20 An: otrs(a)otrs.org Betreff: [otrs] Agent notifications are not sent Hi there, one of my otrs systems is not sending its agent notifications. After receiving a message there is the following log entry Sent agent 'NewTicket' notification to 'xxxxx' xxxx ist the correct maildress. But i dont get the notification Mail. Sending an "AdminEmail" works fine. Sending answeres and forwarding messages works fine. Any ideas to this riddle ? Matthias Wegner

1 0

Agent notifications are not sent
by Matthias Wegner 25 Aug '05

25 Aug '05

Hi there, one of my otrs systems is not sending its agent notifications. After receiving a message there is the following log entry Sent agent 'NewTicket' notification to 'xxxxx' xxxx ist the correct maildress. But i dont get the notification Mail. Sending an "AdminEmail" works fine. Sending answeres and forwarding messages works fine. Any ideas to this riddle ? Matthias Wegner

1 0