November 2006 - otrs - OTRS mailing lists

Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4
by Vittal Aithal 15 Nov '06

15 Nov '06

Jeff - Do you have the line: Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl in your Apache config? This sets up the OTRS paths, and loads all the OTRS related modules. If it is in your Apache config, ensure that / opt/otrs/scripts/apache2-perl-startup.pl contains the lines: use lib "/opt/otrs/"; use lib "/opt/otrs/Kernel/cpan-lib"; hth vittal On 15 Nov 2006, at 05:09, Jeff Engstrom wrote: > > >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >> Behalf Of >> Vittal Aithal >> Sent: Tuesday, November 14, 2006 2:20 AM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4 >> >>> ------------------------------------------------- >>> Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" >>> Alias /otrs/ "/opt/otrs/bin/cgi-bin/" >>> >>> <Location /otrs> >>> SetHandler perl-script >>> PerlHandler Apache::Registry >>> Options ExecCGI >>> PerlSendHeader On >>> PerlSetupEnv On >>> </Location> >>> ------------------------------------------------- >>> >> >> Hi Jeff, >> >> Under mod_perl 2, the PerlHandler line should be replaced with: >> >> PerlResponseHandler ModPerl::Registry >> >> I also use: >> >> PerlOptions +ParseHeaders >> PerlOptions +SetupEnv >> >> rather than PerlSendHeader and PerlSetupEnv >> >> >> hth >> vittal >> _______________________________________________ >> 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/ > > I changed the config to match the above post items but now I get a new > error... > ------------------------------------------------- > Can't locate Kernel/System/Web/InterfaceAgent.pm in @INC (@INC > contains: > /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. > /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 > /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 > /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 > /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 > /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 > /usr/lib/perl5/vendor_perl . /etc/httpd) at /opt/otrs/bin/cgi-bin/ > index.pl > line 41.\nBEGIN failed--compilation aborted at > /opt/otrs/bin/cgi-bin/index.pl line 41.\n > ------------------------------------------------- > > The file it is asking for above is in Kernel/System/Web/ in the otrs > directory. Is there a path statement I missed along the way? > > Thanks again, > Jeff > > _______________________________________________ > 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/ -- Vittal Aithal vittal.aithal(a)vidanti.com

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Postmaster filtering
by Jean-Michel Merliot 15 Nov '06

15 Nov '06

Hi guys, I'm using OTRS 2.1, I'm trying to make an incoming mail filter to automatically associate the email with a customer_user record, I've been able to trace the execution of the module I made and it seems to work correctly, setting the "X-OTRS-CustomerNo" header field to the right value. But the flag does not appear in the raw mail display in Otrs, and of course the mail is not associated with the correct record. So here are my questions : - Do the modified fields appear in the raw mail displayed in Otrs ? - The module creating the ticket upon arrival of an email does a lookup into the customer_user table, based on the "From" field, I'm wondering if this is not what erases my own X-OTRS-CustomerNo setting, is my feeling right, or do I miss something else ? Thanks for any idea you may have, best regards Jean-Michel PS : Here is what I added in my Kernel/Config.pm $Self->{'PostMaster::PreFilterModule'}->{'myfilter'} = { Module => 'mytools::Modules::Filter::myfilter', Match => { }, Set => { }, }; I wrote the myfilter module, which updates X-OTRS-CustomerNo according to some data found into the email, that's why there is neither Match nor Set data. ________ Information NOD32 ________ Ce message a ete verifie par NOD32 pour serveur de mail Linux. This message has been checked by NOD32 for Linux mail server. http://www.nod32.lu

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AW: [otrs] POP3: no delete
by shawn.beasley＠dlh.de 15 Nov '06

15 Nov '06

Hey Bastien, > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EXT / CAP GEMINI LEBLANC Bastien > Gesendet: Mittwoch, 15. November 2006 10:23 > An: User questions and discussions about OTRS.org > Betreff: [otrs] POP3: no delete > > Hi all, > > Can you tell me if it is possible to fetch mails from POP3 to > integrate into OTRS but without deleting it from the server? Try setting up a seperate mail address for otrs, and bouncing a copy to the new addresss. > > In fact I tried to comment the ligne 202 in the PostMasterPOP3.pl > $PopObject->delete($Messageno); But the > ticket are duplicated. Pop is not IMAP unfourtunately, this type of call to the mail server will always create duplicates. > > That would be really usefull to test otrs, while keeping our > current mail system. > > Thank you for your answers. > > Best regards, > > Bastien Leblanc > > Cellule Administration Peoplesoft > > Email: ext.cap-gemini.leblanc(a)sncf.fr > > > > > _______________________________________________ > 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/ > Greetz, Shawn

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Multiple Error messages
by Danie Theron 15 Nov '06

15 Nov '06

Hi All , I keep on getting these error messages when running the cronjobs for OTRS , is this a database problem or what? DBI::db=HASH(0x9d89cb0)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4. This is when running crons : $HOME/bin/GenericAgent.pl >> /dev/null $HOME/bin/UnlockTickets.pl --timeout >> /dev/null etc etc

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AW: AW: AW: AW: [otrs] Where are customer and public FAQ
by shawn.beasley＠dlh.de 15 Nov '06

15 Nov '06

Super JOB!!!! I think that we are on the right road. I noticed that the problem with the linking of the FAQ module to the ticket does not work in the same fashion. The linking proceedure does not take any changes made in the $HOME/otrs/Kernel/LinkObject/Ticket.pm > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia > Gesendet: Montag, 13. November 2006 18:00 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: AW: AW: [otrs] Where are customer and public FAQ > > Hello Shawn, > got it now working for linking from Ticket to FAQ. > As already guessed it is a bad formed hardcoded link. > In {otrs-home}/Kernel/System/LinkObject/FAQ.pm you need to change line > 48 from > FrontendDest => "Action=AgentFAQ&FAQID=", to FrontendDest => > "Action=AgentFAQ&ItemID=", > Here is the link that will be built when the call to the FAQ module is made from the TICKET Module. > Concerning linking FAQs with Tickets, I haven't found the > right file yet. In $HOME/otrs/Kernel/LinkObject/Ticket.pm, the following segement should be called by the FAQ module when linking a Ticket. Text => 'T:'.$Ticket{TicketNumber}, Number => $Ticket{TicketNumber}, ID => $Param{ID}, Object => 'Ticket', FrontendDest => "Action=AgentTicketZoom&TicketID=", This does not happen. I can put in "FrontendDest" what I like it only affects the Ticket Link in the Ticket area of OTRS. It must be then a false interpretation of the Ticket Object on the side of FAQ Module. I will definitely be combing the *.pm files, and hope we find a solution for us and the community. > The link seems to be built in AgentFAQ.dtl, but I don't know > how to affect it. > Greetings > > Markus > > > shawn.beasley(a)dlh.de schrieb: > > Markus > > > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von EDV Tekomedia > >> Gesendet: Montag, 13. November 2006 12:25 > >> An: User questions and discussions about OTRS.org > >> Betreff: Re: AW: AW: [otrs] Where are customer and public FAQ > >> > >> Hello Sean, > >> yes, that was the switch. > >> Noe the FAQs are also shown in customer- and public area. > >> Thanks a lot! > > > > Is the Linking from tickets and FAQ'S working by your system? > > > >> Greetings Markus > >> > >> shawn.beasley(a)dlh.de schrieb: > >>> Hey Markus > >>> > >>>> -----Ursprüngliche Nachricht----- > >>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> Im Auftrag > >>>> von EDV Tekomedia > >>>> Gesendet: Freitag, 10. November 2006 13:02 > >>>> An: User questions and discussions about OTRS.org > >>>> Betreff: Re: AW: [otrs] Where are customer and public FAQ > >>>> > >>>> Hello Shawn, > >>>> thanks for your reply. > >>>> I had realized already, that the FAQ is a module now and > >> installed it. > >>>> What I didn't know is that I have to avtivate sth in the > SysConfig. > >>>> I can't find the switch you're talking about. > >>>> In the Ticket-section I can't find the Core::Object entry. > >>>> There are only > >>>> Core::ArticleFreeText > >>> This should be the one. > >>> > >>>>> Core::LinkObject << > >>> This should be the one. > >>> > >>> > >>> The settings that are working for me are: > >>> > >>> LinkObject###Ticket: > >>> > >>> Objects that can be linked. > >>> > >>> Key Content > >>> Name Ticket Object > >>> Type Object > >>> > >>> LinkObjects => > >>> Ticket > >>> FAQ > >>> > >>> > >>> But like I said, and I hate to nag about this problem, the > >> links that are created between the two systems are broken. > >>> However, I think that for the meantime, the system is at > >> least working. > >>>> Core::PostMaster > >>>> Core::Ticket > >>>> Core::TicketFreeText > >>>> Core::TicketFreeTextDefault > >>>> Core::TicketFreeTime > >>>> Core::TicketWatcher > >>>> Where shall this Object entry be? > >>>> Thanks in advance > >>>> > >>>> Markus > >>>> > >>>> shawn.beasley(a)dlh.de schrieb: > >>>>>> -----Ursprüngliche Nachricht----- > >>>>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >>>> Im Auftrag > >>>>>> von EDV Tekomedia GmbH > >>>>>> Gesendet: Donnerstag, 9. November 2006 09:27 > >>>>>> An: User questions and discussions about OTRS.org > >>>>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>>>> > >>>>>> Hellp Shawn, > >>>>>> thanks a lot for your offer. > >>>>>> Sorry that my last mail seemed to yell, but it's a little > >>>>>> frustrating, when you told your users all the time, that > >>>>> I am just as frustrated that the linking does not seem to > >>>> be working right now. At least, no one can tell me if > the have a > >>>> working example. > >>>>>> shall take a look at the FAQs, but after an upgrade the > >>>> FAQs are gone. > >>>>>> So, this is already my first question, as mentioned in the > >>>> subject of > >>>>>> the > >>>>>> thread: > >>>>>> Where are customer and public FAQ? > >>>>> This question has been answered. The FAQ is now a module. > >>>> The best > >>>>> that you can do is to backup your FAQ out of the DB, and > >>>> then instsall > >>>>> the module > >>>>> > >>>>> ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest > >>>>> version of the FAQ 1.0.11 > >>>>> > >>>>> After the upgrade, you may have to reimport your FAQ backup. > >>>>> > >>>>> Then you will have to add the Object in Ticket -> > >>>> Core::Object in your settings section. > >>>>> This will ensure that your users have access, your agents > >>>> have accesss, but the linking (if you have the same > >> problem as I do) > >>>> will be broken. > >>>>> Please let me know if you find out something about the > >> linking. It > >>>>> seems to be an imporperly formed URL. But, I have not > >>>> found the code > >>>>> that will fix this. I will however :) > >>>>> > >>>>>> You can see details of my problem in the attached earlier mail. > >>>>>> Any ideas? > >>>>>> Thanks in advance > >>>>>> > >>>>>> Markus > >>>>>> > >>>>>> -----Ursprüngliche Nachricht----- > >>>>>> Von: otrs-bounces(a)otrs.org > >>>> [mailto:otrs-bounces@otrs.org]Im Auftrag > >>>>>> von shawn.beasley(a)dlh.de > >>>>>> Gesendet: Donnerstag, 9. November 2006 08:28 > >>>>>> An: otrs(a)otrs.org > >>>>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>>>> > >>>>>> > >>>>>> Hello Markus, > >>>>>> > >>>>>> > >>>>>>> -----Ursprüngliche Nachricht----- > >>>>>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >>>>>> Im Auftrag > >>>>>>> von EDV Tekomedia > >>>>>>> Gesendet: Mittwoch, 8. November 2006 09:13 > >>>>>>> An: User questions and discussions about OTRS.org > >>>>>>> Betreff: Re: [otrs] Where are customer and public FAQ > >>>>>>> > >>>>>>> Hello once again, > >>>>>>> well, as I 've seen in the forum, there are a lot of > queations > >>>>>>> concerning the new FAQ-Module. > >>>>>>> But are there any answers??? > >>>>>> Yes, there are some answers, what are your questions? > >>>>>> > >>>>>>> Will there be a new release, is any documentation available. > >>>>>> There is not direct any documentation, and I hope that a > >>>> new release > >>>>>> will be coming as well. I have a working model of the > >>>> FAQ, but the > >>>>>> linking between tickets and faqs is not working. > >>>>>> > >>>>>> I hope, if you have questions, I have / and kann / help. > >>>>>> > >>>>>>> Any help would be appreciated > >>>>>>> > >>>>>>> Sincerely > >>>>>>> Markus Nagel > >>>>>>> > >>>>>>> EDV Tekomedia schrieb: > >>>>>>>> Hello, > >>>>>>>> perhaps I just forgot to configure something, but where are > >>>>>>> the public > >>>>>>>> and the customer FAQ-views gone? > >>>>>>>> I updated otrs from 2.0.4 to 2.1.2, installed the > >>>>>>> FAQ-package and can > >>>>>>>> use the FAQ in the agent-view but when I logon in the > >>>>>>> customer view, I > >>>>>>>> can see the icon for the FAQ, but when I click on it, only > >>>>>>> the header > >>>>>>>> and the footer of the customer view appear. > >>>>>>>> When I go to the adress www.my-server.adress/faq.pl or > >>>>>>>> www.my-server.adress/public.pl, also only the header and > >>>>>>> the footer do > >>>>>>>> appear. > >>>>>>>> Have I forgot anything? > >>>>>>>> Thanks in advance > >>>>>>> -- > >>>>>>> EDV Tekomedia > >>>>>>> Markus Nagel > >>>>>>> > >>>>>>> Tekomedia GmbH > >>>>>>> Castroper Str.12 > >>>>>>> D-44791 Bochum > >>>>>>> > >>>>>>> T: +49 (0)234 8939-0 > >>>>>>> F: +49 (0)234 8939-28 > >>>>>>> _______________________________________________ > >>>>>>> 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/ > >>>>>> > >>>>>> _______________________________________________ > >>>>>> 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/ > >>>>>> > >>>>> Best Wishes, > >>>>> > >>>>> Shawn Beasley > >>>>> Support - IT > >>>>> LPID LPI000077664 > >>>>> VERIFICATION NUMBER 3vk4xshbx6 > >>>>> > >>>>> LPIC - 1 > >>>>> > >>>>> Cargo Future Communications GmbH > >>>>> Building 1335 > >>>>> D-55483 Hahn-Airport > >>>>> > >>>>> Tel. +49 6543 983 113 > >>>>> Fax +49 6543 983 119 > >>>>> Mobil: +49 151 12 12 8934 > >>>>> Email: shawn.beasley(a)dlh.de > >>>>> Web: http://www.cfc-callcenter.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/ > >>>> -- > >>>> EDV Tekomedia > >>>> Markus Nagel > >>>> > >>>> Tekomedia GmbH > >>>> Castroper Str.12 > >>>> D-44791 Bochum > >>>> > >>>> T: +49 (0)234 8939-0 > >>>> F: +49 (0)234 8939-28 > >>>> > >>>> ____________ > >>>> Virus checked by G DATA AntiVirusKit > >>>> > >>>> > >>>> _______________________________________________ > >>>> 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/ > >>>> > >>> Shawn > >>> _______________________________________________ > >>> 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/ > >> -- > >> EDV Tekomedia > >> Markus Nagel > >> > >> Tekomedia GmbH > >> Castroper Str.12 > >> D-44791 Bochum > >> > >> T: +49 (0)234 8939-0 > >> F: +49 (0)234 8939-28 > >> _______________________________________________ > >> 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/ > >> > > , Shawn > > _______________________________________________ > > 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/ > > -- > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > > > ____________ > Virus checked by G DATA AntiVirusKit > > > _______________________________________________ > 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/ > Shawn

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FW: Not able to login in Argus 3.4
by Ravi AHUJA 15 Nov '06

15 Nov '06

-----Original Message----- From: ravi ahuja [mailto:ravi.ahuja@st.com] Sent: Wednesday, November 15, 2006 11:41 AM To: 'arguslist(a)tcp4me.com' Subject: Not able to login in Argus 3.4 Hi, I am not able to login, after giving login name & password, it tries for some time & after that it again come back to login page. Any help on this ?? It doesn't report any error message also Thanks Ravi Ahuja

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Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4
by Vittal Aithal 15 Nov '06

15 Nov '06

> ------------------------------------------------- > Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" > Alias /otrs/ "/opt/otrs/bin/cgi-bin/" > > <Location /otrs> > SetHandler perl-script > PerlHandler Apache::Registry > Options ExecCGI > PerlSendHeader On > PerlSetupEnv On > </Location> > ------------------------------------------------- > Hi Jeff, Under mod_perl 2, the PerlHandler line should be replaced with: PerlResponseHandler ModPerl::Registry I also use: PerlOptions +ParseHeaders PerlOptions +SetupEnv rather than PerlSendHeader and PerlSetupEnv hth vittal

2 1

How to set status to open?
by Jelle S. 15 Nov '06

15 Nov '06

2 1

Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4
by Vittal Aithal 14 Nov '06

14 Nov '06

> Has anyone else run into trouble getting OTRS to run correctly on > CentOS 4.x? The application runs extremely slow with mod_perl but > setting mod_perl up breaks the whole site. Every error is related > to not finding a module even though it should be in the path. I > followed the instruction to the letter yet after starting over from > scratch 5 times it would a huge help to get some pointers. > > Hi Jeff Ensure that you have a recent version (> 3.12) of the CGI perl module installed. You can see what the current installed version is by running this at the command line: perl -e 'use CGI;print $CGI::VERSION' To install the latest CGI from CPAN, by using this command: perl -MCPAN -e shell and issuing an 'install CGI' command hth vittal -- Vittal Aithal vittal.aithal(a)vidanti.com

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AW: AW: AW: [otrs] Where are customer and public FAQ
by shawn.beasley＠dlh.de 13 Nov '06

13 Nov '06

Markus > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia > Gesendet: Montag, 13. November 2006 12:25 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: AW: [otrs] Where are customer and public FAQ > > Hello Sean, > yes, that was the switch. > Noe the FAQs are also shown in customer- and public area. > Thanks a lot! Is the Linking from tickets and FAQ'S working by your system? > > Greetings Markus > > shawn.beasley(a)dlh.de schrieb: > > Hey Markus > > > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von EDV Tekomedia > >> Gesendet: Freitag, 10. November 2006 13:02 > >> An: User questions and discussions about OTRS.org > >> Betreff: Re: AW: [otrs] Where are customer and public FAQ > >> > >> Hello Shawn, > >> thanks for your reply. > >> I had realized already, that the FAQ is a module now and > installed it. > >> What I didn't know is that I have to avtivate sth in the SysConfig. > >> I can't find the switch you're talking about. > >> In the Ticket-section I can't find the Core::Object entry. > >> There are only > >> Core::ArticleFreeText > > > > This should be the one. > > > >>> Core::LinkObject << > > > > This should be the one. > > > > > > The settings that are working for me are: > > > > LinkObject###Ticket: > > > > Objects that can be linked. > > > > Key Content > > Name Ticket Object > > Type Object > > > > LinkObjects => > > Ticket > > FAQ > > > > > > But like I said, and I hate to nag about this problem, the > links that are created between the two systems are broken. > > > > However, I think that for the meantime, the system is at > least working. > > > >> Core::PostMaster > >> Core::Ticket > >> Core::TicketFreeText > >> Core::TicketFreeTextDefault > >> Core::TicketFreeTime > >> Core::TicketWatcher > >> Where shall this Object entry be? > >> Thanks in advance > >> > >> Markus > >> > >> shawn.beasley(a)dlh.de schrieb: > >>>> -----Ursprüngliche Nachricht----- > >>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> Im Auftrag > >>>> von EDV Tekomedia GmbH > >>>> Gesendet: Donnerstag, 9. November 2006 09:27 > >>>> An: User questions and discussions about OTRS.org > >>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>> > >>>> Hellp Shawn, > >>>> thanks a lot for your offer. > >>>> Sorry that my last mail seemed to yell, but it's a little > >>>> frustrating, when you told your users all the time, that > >>> I am just as frustrated that the linking does not seem to > >> be working right now. At least, no one can tell me if the have a > >> working example. > >>>> shall take a look at the FAQs, but after an upgrade the > >> FAQs are gone. > >>>> So, this is already my first question, as mentioned in the > >> subject of > >>>> the > >>>> thread: > >>>> Where are customer and public FAQ? > >>> This question has been answered. The FAQ is now a module. > >> The best > >>> that you can do is to backup your FAQ out of the DB, and > >> then instsall > >>> the module > >>> > >>> ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest > >>> version of the FAQ 1.0.11 > >>> > >>> After the upgrade, you may have to reimport your FAQ backup. > >>> > >>> Then you will have to add the Object in Ticket -> > >> Core::Object in your settings section. > >>> This will ensure that your users have access, your agents > >> have accesss, but the linking (if you have the same > problem as I do) > >> will be broken. > >>> Please let me know if you find out something about the > linking. It > >>> seems to be an imporperly formed URL. But, I have not > >> found the code > >>> that will fix this. I will however :) > >>> > >>>> You can see details of my problem in the attached earlier mail. > >>>> Any ideas? > >>>> Thanks in advance > >>>> > >>>> Markus > >>>> > >>>> -----Ursprüngliche Nachricht----- > >>>> Von: otrs-bounces(a)otrs.org > >> [mailto:otrs-bounces@otrs.org]Im Auftrag > >>>> von shawn.beasley(a)dlh.de > >>>> Gesendet: Donnerstag, 9. November 2006 08:28 > >>>> An: otrs(a)otrs.org > >>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>> > >>>> > >>>> Hello Markus, > >>>> > >>>> > >>>>> -----Ursprüngliche Nachricht----- > >>>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >>>> Im Auftrag > >>>>> von EDV Tekomedia > >>>>> Gesendet: Mittwoch, 8. November 2006 09:13 > >>>>> An: User questions and discussions about OTRS.org > >>>>> Betreff: Re: [otrs] Where are customer and public FAQ > >>>>> > >>>>> Hello once again, > >>>>> well, as I 've seen in the forum, there are a lot of queations > >>>>> concerning the new FAQ-Module. > >>>>> But are there any answers??? > >>>> Yes, there are some answers, what are your questions? > >>>> > >>>>> Will there be a new release, is any documentation available. > >>>> There is not direct any documentation, and I hope that a > >> new release > >>>> will be coming as well. I have a working model of the > >> FAQ, but the > >>>> linking between tickets and faqs is not working. > >>>> > >>>> I hope, if you have questions, I have / and kann / help. > >>>> > >>>>> Any help would be appreciated > >>>>> > >>>>> Sincerely > >>>>> Markus Nagel > >>>>> > >>>>> EDV Tekomedia schrieb: > >>>>>> Hello, > >>>>>> perhaps I just forgot to configure something, but where are > >>>>> the public > >>>>>> and the customer FAQ-views gone? > >>>>>> I updated otrs from 2.0.4 to 2.1.2, installed the > >>>>> FAQ-package and can > >>>>>> use the FAQ in the agent-view but when I logon in the > >>>>> customer view, I > >>>>>> can see the icon for the FAQ, but when I click on it, only > >>>>> the header > >>>>>> and the footer of the customer view appear. > >>>>>> When I go to the adress www.my-server.adress/faq.pl or > >>>>>> www.my-server.adress/public.pl, also only the header and > >>>>> the footer do > >>>>>> appear. > >>>>>> Have I forgot anything? > >>>>>> Thanks in advance > >>>>> -- > >>>>> EDV Tekomedia > >>>>> Markus Nagel > >>>>> > >>>>> Tekomedia GmbH > >>>>> Castroper Str.12 > >>>>> D-44791 Bochum > >>>>> > >>>>> T: +49 (0)234 8939-0 > >>>>> F: +49 (0)234 8939-28 > >>>>> _______________________________________________ > >>>>> 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/ > >>>> > >>>> _______________________________________________ > >>>> 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/ > >>>> > >>> Best Wishes, > >>> > >>> Shawn Beasley > >>> Support - IT > >>> LPID LPI000077664 > >>> VERIFICATION NUMBER 3vk4xshbx6 > >>> > >>> LPIC - 1 > >>> > >>> Cargo Future Communications GmbH > >>> Building 1335 > >>> D-55483 Hahn-Airport > >>> > >>> Tel. +49 6543 983 113 > >>> Fax +49 6543 983 119 > >>> Mobil: +49 151 12 12 8934 > >>> Email: shawn.beasley(a)dlh.de > >>> Web: http://www.cfc-callcenter.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/ > >> -- > >> EDV Tekomedia > >> Markus Nagel > >> > >> Tekomedia GmbH > >> Castroper Str.12 > >> D-44791 Bochum > >> > >> T: +49 (0)234 8939-0 > >> F: +49 (0)234 8939-28 > >> > >> ____________ > >> Virus checked by G DATA AntiVirusKit > >> > >> > >> _______________________________________________ > >> 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/ > >> > > Shawn > > _______________________________________________ > > 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/ > > -- > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > _______________________________________________ > 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/ > , Shawn

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