October 2006 - otrs - OTRS mailing lists

Problem with FAQs - public entries not visible in customer view.
by Chris 11 Oct '06

11 Oct '06

Hi, I have recently installed otrs 2.1.1 and used the package manager to install the FAQ package, v1.0.6. I have added a new category and several articles via the agent interface, ensuring that all the articles are set up so that ther state is set to public. This is confirmed in the 'state' column in the agent view. However, when I view the faq via the customer interface, the category is visible but no entries are listed and the article count is 0. I've checked the orts bugzila system and poked google for a bit to no avail - have I missed some obvious setting somewhere? chris

1 0

cron jobs not working anymore
by Mamakwa M. Sefiri 11 Oct '06

11 Oct '06

Please help I am not receiving tickets anymore on the otrs system. I have trying to run the cron jobs again and still they are not working. When I run crontab -u otrs -l there is no cron jobs running

1 0

Upgrade from 2.0.4 to 2.1 / Lost FAQ's
by Reinhard Travnicek 11 Oct '06

11 Oct '06

Hi, This ist he procedure I took form y upgrade: I'v done a complete new installation of OTRS 2.1.1 on a new hardware (SUSE 9.3) Afterwards I copied back the database from 2.0.4 with cat ../../backup/master/DatabaseBackup.sql | mysql -uotrs -phot -hlocalhost otrs I upgraded the DB with cat /opt/otrs/scripts/DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs After that I started rcotrs start I loaded up zzzauto.pm And then installed the FAQ 1.0.6 Paket with AdminPackageManager My Result: I'v got all my config (pop, user, customer, groups, queues, etc...) BUT although I have a running FAQ package I have NO FAQ's !!! Help where are my FAQ's gone , that's the asset of our support !!! Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

4 5

Software error
by Daniel Vesely 11 Oct '06

11 Oct '06

Hi all, after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: Can't load link backend module Kernel::System::LinkObject::FAQ! at ../..//Kernel/System/LinkObject.pm line 149. but there is FAQ.pm any idea?

5 8

"empty answer" is slow to respond
by A.J. Farmer (AJ3U) 11 Oct '06

11 Oct '06

I have seen this problem mentioned a few times before, but never a resolution. After clicking on "empty answer" or any other answer template, there is a delay of 15 to 30 seconds before the page will appear. The workstation that OTRS is running on has plenty of free disk space and free memory available so I don't think it is a hardware performance issue. All other functions of OTRS are very quick to respond; this is the only one with a delay. I currently have about 200 tickets in the system. It is the pre-compiled version of OTRS for Win32. Is there some type of checking going on with this function that is timing out? Any ideas would be helpful. OTRS is perfect except for this problem which delays the response to tickets. Thank you! -- A.J. Farmer, AJ3U http://www.aj3u.com

1 1

Re: [otrs] Software error
by s taylor 11 Oct '06

11 Oct '06

Hello. I had the same problem and when the FAQ module was installed, I could Zoom also. The problem was though, I had an FAQ icon on the nav bar. When I installed the FAQ module via Package Manager, a 2nd FAQ icon was added. When I click that new FAQ icon, I then got 2 Search, 2 New Article, 2 History (2 different icons - /otrs-web/images/Standard/history.png AND otrs-web/images/Standard/list.png), AND 2 Language (2 different icons - language.png AND fileopen.png). As soon as I click out of FAQ and go to say, Ticket, the only double icon I have is FAQ. Also, I'm getting an error that the SystemStats module is not found. As far as the ticket are concerned, doing a search finds the tickets and customers, but I can't compose and answer, create a phone nor email ticket. For Phone & Email tickets, I get the error message: ~~~~~~~~~~~~~~~~~~~~~ Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket.pm line 3005. ~~~~~~~~~~~~~~~~~~~~~ For compose an answer, I get the error message: ~~~~~~~~~~~~~~~~~~~~~ No Permission! Message: You need permissions! ~~~~~~~~~~~~~~~~~~~~~ Overall, it seems like the database can find the tickets, it just can't tie something together to respond to nor create them. The database schema updated fine. I used the 2.1.1 Config and copied the 'CustomerUser' section from 2.1.1 and updated the user field variables I created for 2.0.4. I updated my .dtl files by copying my revisions to the appropriate sections of the 2.1.1 .dtls (I only had modified Customer-related .dtl's). (FreeBSD) The Stats and ticket functions EXCEPT search functions seem to be tied to "1" cause...just not sure what but seems related to maybe, ticket.pm or something.(?) Do you have any ideas? Thanks in advance. ============================================= >From: "Nils Breunese (Lemonbit Internet)" <nils(a)lemonbit.nl> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: Re: [otrs] Software error >Date: Tue, 10 Oct 2006 20:12:39 +0200 > >I wrote: > >>Daniel Vesely wrote: >> >>>after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: >>>Can't load link backend module Kernel::System::LinkObject::FAQ! at >>>../..//Kernel/System/LinkObject.pm line 149. >>>but there is FAQ.pm >>>any idea? >> >>I also just upgrade from 2.0.4 to 2.1.1 using the RPM. I get the exact >>same error when zooming in on a ticket (example url: http:// >>domain.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=1555) I looked >>a bit at the code in LinkObject.pm, but never having programmed in Perl >>doesn't really help. Did anyone solve this one? > >I just noticed that the upgrade apparently removed the FAQ module. FAQ.pm >and friends are no longer on my system. I still have the FAQ button in my >toolbar when I login, but clicking it gives me: > > ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Tue Oct 10 20:07:56 2006 > >Message: Module 'Kernel::Modules::FAQ' not found! > >Traceback (25186): > Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 207 > Module: >ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han >dler (v) Line: 48 > Module: (eval) (v1.81) Line: 202 > Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > >We installed the FAQ module once to check it out, but never really got to >actually using it. I went to Admin -> Package Manager and noticed I had >the option to install the FAQ module. I installed it and now all is >working again. > >Nils Breunese. > > >_______________________________________________ >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 orr consulting for your OTRS system? >=> http://www.otrs.com/

1 0

Attachments not uploading in the FAQ module (v1.0.6)
by nocadmin 11 Oct '06

11 Oct '06

Hello all! I have recently upgraded from v2.0.4 to v2.1.1. I encountered an issue with attachments not uploading in the FAQ module (v1.0.6) which came out just a day to two ago). The system log reports the following error: Sun Oct 8 07:20:41 2006 error OTRS-CGI-01 Unknown column 'created' in 'field list', SQL: 'INSERT INTO faq_attachment (faq_id, filename, content_type, content_size, content, created, created_by, changed, changed_by) VALUES (39, 'OTRS TEST-UPLOAD-FILE.txt', 'plain/text', '3723', ?, current_timestamp, 1, current_timestamp, 1)' The file did not attach or upload. - It looks like a bug . . if so how do I report it? Any ideas? Thank you! Gregory.

3 4

In v.2.1.1, WHERE is the code for Generic.pm?
by s taylor 10 Oct '06

10 Oct '06

Hello. In v.2.1.1, WHERE is the code for Generic.pm? I had modifications in v.2.0.4. I'm trying to install my customizations. Thanks.

2 2

error in otrs.log after upgrade
by Jan Stanik 10 Oct '06

10 Oct '06

Hi, after upgrade to current stable OTRS version I've got this error: [Error][Kernel::System::Group::GroupMemberList][419] Need Type! Does anyone know how to fix it? Regards, Jan

1 1

Delete all Ticket Database
by Martin Waichman 10 Oct '06

10 Oct '06

I´m passing OTRS to a production schema, but prior to do this i need to clear Ticket Database, can someone send me information to know how to do this without corrupt the database? Best Regards Martin Waichman

2 1