October 2006 - otrs - OTRS mailing lists

New Messages Count versus View
by Reinhard Travnicek 31 Oct '06

31 Oct '06

Hi All, I am running 2.1.1 and we are happy with it. I have one problem. The "New Messages Count" near the ICON in the Agent Interface shows the correct number of "New Messages" , but If I click the Icon I get a view with all the tickets of the last view days and all have a a red "NEW Message" attached to it. Is this a bug Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

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AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by Kai Osthoff 31 Oct '06

31 Oct '06

Hi Shawn! Alrighty ... ... but how exactly? A new object named FAQ at Ticket->Core::LinkObject - I've tried but surely made something wrong. I don't find any documentation or any howto linking faq and otrs ... ... does anybody? Otrs 2.1 and faq 1.0.11 Greets, Kai Osthoff Osthoff innovations it-services for professionals Am alten Kraftwerk 6 71672 Marbach am Neckar Telefon +49 (0)7144 880515 Telefax +49 (0)7144 8365838 http://www.osthoff-innovations.de Der Support für Windows XP Service Pack 1 endet zum 10.10.2006! Falls Ihre Systeme noch nicht mit Windows XP Service Pack 2 aktualisiert wurden, sollten Sie umgehend über ein entsprechendes Update nachdenken. Sprechen Sie mich an! > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > shawn.beasley(a)dlh.de > Gesendet: Montag, 30. Oktober 2006 18:26 > An: otrs(a)otrs.org > Betreff: AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!! > > Hey Kai, > > I have > > OTRS 2.1.2 > FAQ 1.0.11 > > And it seems to be only a matter of the link that is referenced by the > module. > > In the Ticket Module the link from the ticket to the faq is > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&FAQID=4 > > but the FAQ returns directly to the FAQ explorer because it is waiting for > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&ItemID=4 > > When you look at the link in the FAQ, it is a similar problem. > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&CategoryID=&ItemI > D=183 > > and the actual view url is > > http://57.56.200.56/otrs/index.pl?Action=AgentTicketZoom&TicketID=183 > > I just do not know how to fix it. > > Your problem can be solved by adding the object in > > System Config -> Ticket -> Core::LinkObject > > There you should have added LinkObject => FAQ > > When I had the same problem as you, that is what I did. Now I have this > new problem. > > Tell me if this helps > > > Best Wishes, > > Shawn Beasley > Support - IT > LPID LPI000077664 > VERIFICATION NUMBER 3vk4xshbx6 > > LPIC - 1 (pruefen) > > Cargo Future Communications GmbH > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > Kai Osthoff > Gesendet: Montag, 30. Oktober 2006 15:25 > An: User questions and discussions about OTRS.org > Betreff: AW: [otrs] FAQ-Database not working > > Hi Shawn! > > > I have the same problem. Now I have the newest version of the FAQ > > installed and I do not receive the message, but the link in the ticket > > sends me to the FAQ explorer, and the link in the FAQ sends me to a > blank > > page. HELLLLLLP! This is the "meat" of the system. Any ideas? > > Which Versions of OTRS and FAQ do you use? > > The only thing it is really working with faq is the continues getting > the following error: > > [ OTRS ] Mon 30 Okt 17:51:54 2006 > > Fehler: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! > Kommentar: > Fehler berichten: > Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.8 OS: linux Time: Mon Oct > 30 17:51:54 2006 > > Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! > > Traceback (4489): > Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han > dler (v) Line: 47 > Module: (eval) (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > > Greetings, Kai > > _______________________________________________ > 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/ > _______________________________________________ > 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/

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Re: [otrs] Software error
by s taylor 31 Oct '06

31 Oct '06

Hello again. PROBLEM SOLVED. In my effort to retrieve my 2.0.4 SysConfig settings, I copied the files from my 2.0.4 System/Config/Files folder to 2.1.1. I didn't know which ones I needed and could'nt find the answer, so I copied them all. The duplicate FAQ icon was from that file. When I installed FAQ from PackageManager, it retained some of those old lines and added to that existing file. So, I uninstalled the FAQ module, deleted that FAQ.xml, and re-installed it. A new FAQ.xml was created. It works fine now. As far as the Stats feature is concerned, I noticed after I sent my last E-mail to this thread that the error message was referring to the location of SystemStats.pm that used to be located in Modules folder in v.2.0.4. Now, in v.2.1.1, that file does't exist. That tipped me to search for something 'old'. The only place I could think of was that Kernel/Config/Files folder. I deleted the Framework.xml and Ticket.xml from 2.0.4 and copied those files from 2.1.1. That solved pretty much EVERYTHING ELSE! I guess the bottom line is, the only files needed to be ported over from 2.0.4 in the Config/Files folder were: ZZZAAuto.pm AND ZZZAuto.pm These files seem to be where the modified SysConfig parameters are stored/referenced. Whew...I wish the documentation was clearer on that, unless it's somewhere and I missed it. Thanks for your thread because it put me on the right track!!! ====================================== >From: "s taylor" <staylor00(a)hotmail.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: Re: [otrs] Software error >Date: Tue, 10 Oct 2006 22:43:08 -0400 > >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/ > > >_______________________________________________ >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/

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AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Hey Kai, I have OTRS 2.1.2 FAQ 1.0.11 And it seems to be only a matter of the link that is referenced by the module. In the Ticket Module the link from the ticket to the faq is http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&FAQID=4 but the FAQ returns directly to the FAQ explorer because it is waiting for http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&ItemID=4 When you look at the link in the FAQ, it is a similar problem. http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&CategoryID=&ItemID… and the actual view url is http://57.56.200.56/otrs/index.pl?Action=AgentTicketZoom&TicketID=183 I just do not know how to fix it. Your problem can be solved by adding the object in System Config -> Ticket -> Core::LinkObject There you should have added LinkObject => FAQ When I had the same problem as you, that is what I did. Now I have this new problem. Tell me if this helps Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kai Osthoff Gesendet: Montag, 30. Oktober 2006 15:25 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] FAQ-Database not working Hi Shawn! > I have the same problem. Now I have the newest version of the FAQ > installed and I do not receive the message, but the link in the ticket > sends me to the FAQ explorer, and the link in the FAQ sends me to a blank > page. HELLLLLLP! This is the "meat" of the system. Any ideas? Which Versions of OTRS and FAQ do you use? The only thing it is really working with faq is the continues getting the following error: [ OTRS ] Mon 30 Okt 17:51:54 2006 Fehler: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Kommentar: Fehler berichten: Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.8 OS: linux Time: Mon Oct 30 17:51:54 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (4489): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Greetings, Kai _______________________________________________ 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/

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OTRS Dashboard?
by Jason Loven 30 Oct '06

30 Oct '06

Has anyone written a "dashboard" function for OTRS? Something that would have things like current open tickets, new tickets for today, closed today, etc...? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

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AW: [otrs] FAQ-Database not working
by Kai Osthoff 30 Oct '06

30 Oct '06

Hi Shawn! > I have the same problem. Now I have the newest version of the FAQ > installed and I do not receive the message, but the link in the ticket > sends me to the FAQ explorer, and the link in the FAQ sends me to a blank > page. HELLLLLLP! This is the "meat" of the system. Any ideas? Which Versions of OTRS and FAQ do you use? The only thing it is really working with faq is the continues getting the following error: [ OTRS ] Mon 30 Okt 17:51:54 2006 Fehler: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Kommentar: Fehler berichten: Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.8 OS: linux Time: Mon Oct 30 17:51:54 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (4489): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Greetings, Kai

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GPG PGP signing issues
by Rene Schmidt 30 Oct '06

30 Oct '06

Hello, OTRS does not GPG-sign messages, that's my problem. I have done the ususal Google/FAQ/lists research, to no avail. GPG seems to be set up correctly within OTRS (DSA key) as it does offer me to encrypt messages when the recipient's pubkey is found and it DOES encrypt. So far, so good. But why does it not offer to _sign_ messages? FAQ says: "If you write emails now you also have the possibility to select crypt or sign this email (of course you need a private key for the sender address and the public key of the recipient)." I have a private key for the sender address and a public key of the recipient (remember, it does encrypt). So the requirements are met, yet there is no option to sign. It's just not there. When I create a follow up that is supposed to be signed, this shows up in the log, maybe this will help to track down the issue? Oct 30 11:41:19 debiansid sendmail[4695]: k9UAfJ7W004695: Authentication-Warning: debiansid.localdomain: www-data set sender to otrs(a)myhost.de using -f Oct 30 11:41:19 debiansid sendmail[4695]: k9UAfJ7W004695: from=otrs(a)myhost.de, size=1015, class=0, nrcpts=1, msgid=<1162204879.943703.514481494.33.2@debiansid>, relay=www-data@localhost Oct 30 11:41:19 debiansid sm-mta[4698]: k9UAfJLf004698: from=<otrs(a)myhost.de>, size=1275, class=0, nrcpts=1, msgid=<1162204879.943703.514481494.33.2@debiansid>, proto=ESMTP, daemon=MSP-v4, relay=localhost [127.0.0.1] Oct 30 11:41:19 debiansid sendmail[4695]: k9UAfJ7W004695: to=me(a)myhost.de, ctladdr=otrs(a)myhost.de (33/33), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=31015, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (k9UAfJLf004698 Message accepted for delivery) Oct 30 11:41:19 debiansid OTRS-CGI-10[3240]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Rene Schmidt <me(a)myhost.de>' from '"Rene Schmidt (Ticket-System)" <otrs(a)myhost.de>'. HistoryType => SendAnswer, Subject => Re: [Ticket#2006103010000092] test2; Oct 30 11:41:24 debiansid sm-mta[4700]: k9UAfJLf004698: to=<me(a)myhost.de>, delay=00:00:05, xdelay=00:00:05, mailer=esmtp, pri=121275, relay=mxlb.isphost.de. [80.67.18.126], dsn=2.0.0, stat=Sent (ok 1162206340 qp 30723 by mx01.isphost.de) BTW it's a OTRS 2.0.4 installation on Debian/sid. There is no 2.1 version of OTRS available in Debian repositories yet. I think version is not the issue since there are no PGP-specific changes in changelog beyond 2.0.4. Thank you for your help. -- Rene Schmidt Berater für Web-Entwicklung und eCommerce Lange Str. 15, 21614 Buxtehude Tel. 04161.558363 - http://www.reneschmidt.de/

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AW: [otrs] FAQ-Database not working
by shawn.beasley＠dlh.de 30 Oct '06

30 Oct '06

Hello, I have the same problem. Now I have the newest version of the FAQ installed and I do not receive the message, but the link in the ticket sends me to the FAQ explorer, and the link in the FAQ sends me to a blank page. HELLLLLLP! This is the "meat" of the system. Any ideas? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kai Osthoff Gesendet: Donnerstag, 26. Oktober 2006 11:35 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] FAQ-Database not working > If i click on the faq-link in an answer of a ticket i get the following > error: > > FAQ not registered in Kernel/Config.pm! > > I can't find any information how I must configure the faq-database for > use in otrs. > Sorry - i've forgot ... it's otrs 2.1 Thanks. Kai Osthoff _______________________________________________ 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/

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Form-based ticket
by Stefan Tunsch 29 Oct '06

29 Oct '06

Hi there! I would like to know if OTRS supports any type of form-based data entry of tickets? When used as a email management platform this has little sense, but when used through the web interface, forcing users to fill a form before sending the ticket is in many cases very interesting. Regards, Stefan Tunsch

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Creating Users and Customers
by James Mohr 29 Oct '06

29 Oct '06

Hi All! I have OTRS 2.1.2 and want to create a user. Personally I think that some of the fields do not need to be required, such as the First name, last name, and email address. Admittedly, these are useful, but useful does not mean necessary. Is there a way to changing whether these fields are required? Is there a way of automatically generating the customer number? All I really care about is having a unique ID. According to the GUI, I need to edit the Kernel/Config.pm to enable CustomerGroupSupport. However, the online doc says it can be done "via the graphical configuration frontend." I don't find where you can do this. Regards, Jim Mohr -- --------------------------------------- "Be more concerned with your character than with your reputation. Your character is what you really are while your reputation is merely what others think you are." -- John Wooden --------------------------------------- Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info --------------------------------------- NOTE: All messages sent to me in response to my posts to newsgroups, forums or mailing-lists are subject to reposting.

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