December 2006 - otrs - OTRS mailing lists

OTRS x Trustix 2.2
by Marcello Mezzanotti 08 Dec '06

08 Dec '06

Hello all, Im trying to install OTRS 2.1.3 on a Trustix 2.2 machine, Im getting this error: Can't locate object method "new" via package "Kernel::Config" at /opt/otrs/bin/cgi-bin/installer.pl line 50. after i clicked NEXT on INSTALL PAGE STEP 2 (db user, password and name) Anyone could help me? Thanks Marcello -- Marcello Mezzanotti <marcello.mezzanotti(a)gmail.com> Information Security UNIX / Linux / *BSD

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FastCGI Problem
by Patric 08 Dec '06

08 Dec '06

Hi guys, Have been running otrs-2.1.1 with fast-cgi enabled, for about a month now with no problems, when suddenly this morning I started getting this in the httpd log: Fri Dec 08 07:18:25 2006] [error] [client xxx.xxx.xxx.xxx] FastCGI: incomplete headers (0 bytes) received from server "/opt/otrs/bin/fcgi-bin/index.fpl" Any idea what would cause this problem, and why it would start all of a sudden? No changes were made to this server. When those errors appear the site stops working, and if I wait like 30 seconds everything starts working again normally. httpd.conf include: <VirtualHost xxx.xxx.xxx.xxx:80> ServerName myserver.com DocumentRoot /opt/otrs/var/httpd/htdocs # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/fcgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # directory settings <Directory "/opt/otrs/bin/fcgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all SetOutputFilter DEFLATE SetInputFilter DEFLATE </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </VirtualHost> Running on centOS 4.4 Linux version 2.6.9-34.EL Anything to point me in the right direction would be much appreciated! Thanks, Patric ---------------------------------------------------------------------- Rock bottom prices! Click to save on brand name copiers today http://tagline.bidsystem.com/fc/KCuXzzWQII98bPHNLTOH8k9sXcyeiA/

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RE: [otrs] skip otrs login
by Nathan Campbell 08 Dec '06

08 Dec '06

http://doc.otrs.org/2.1/en/html/x1456.html#configuration-agent-auth-back end-htbasic Is this what you are looking for? I have never used it before, perhaps someone could correct me if wrong. Nathan Campbell _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sofia Peixoto Sent: Thursday, December 07, 2006 6:33 AM To: otrs(a)otrs.org Subject: [otrs] skip otrs login Hi, what I want to do is integrate your otrs system in my company's website. It already has a login form to access restricted areas and I wanted to integrate the otrs customer interface in one of those areas, but I don't want the customers to have the need to do a second login. Is it possible to jump directly to the customer area? And is there a way to integrate the current interface in my website template? What file(s) should I edit? I'm still new to otrs and would apreceate any help. Thanks -- Sofia

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Windows web-installer fails to create database: problem & solution
by Stewart Midwinter 08 Dec '06

08 Dec '06

Problem: The web-installer in a Windows install fails to create the otrs database, complaining that the admin user you specified doesn't have privileges. Solution: mysql is set up with a root user with no password. Add the location of mysql.exe to your system path, then at a command line type: mysql -u root and you'll be logged in to mysql's console. now you need to create an admin user. Let's call it 'admin' with password 'Admin'. You can try something like the following, and your installer will still fail: grant all privileges on localhost.* to admin@localhost identified by 'Admin'; flush privileges; You have to explicity grant privileges to create new databases, by adding the option "with grant option" to your mysql command, like so: grant all privileges on localhost.* to admin@localhost identified by 'Admin' with grant option; flush privileges; now you can exit mysql (you might want to set a root password while you're at it). cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Windows installer can't find installer.pl
by Stewart Midwinter 08 Dec '06

08 Dec '06

The docs say that after you get the Apache webserver running, just point your browser to http://localhost/otrs/installer.pl and you'll get a web interface for the database installer. Not so on Windows. The windows installer puts the installer.pl file in c:\otrs\bin\cgi-bin. What you can do is edit the httpd.conf file and specify a new ScriptAlias so that your browser will treat .pl files in a specified folder as applications to run, rather than treat them as documents to present as text. Initially it's set to: ScriptAlias /cgi-bin/ "C:/OTRS/Apache2/cgi-bin/" that folder has only a printenv.pl in it. so, add another line after this: ScriptAlias /otrs/ "c:/OTRS/otrs/bin/cgi-bin/" If you restart Apache at this point you'll be forbidden access to that directory, so don't forget to explicitly allow access to it in httpd.conf: <Directory "C:/OTRS/otrs/bin/cgi-bin"> AllowOverride None Options None Order allow,deny Allow from all </Directory> now you can point your browser to http://localhost/otrs/installer.pl and continue. cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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After Lock
by Dave Wojciechowski 08 Dec '06

08 Dec '06

Any ever see a way to after your in a queue view and you click lock to a ticket that the next destination that you are taken to is the list of your locked tickets? Thanks I'm Wojo

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Windows otrs_start.bat fails on invalid Apache path
by Stewart Midwinter 07 Dec '06

07 Dec '06

The windows installer creates an OTRS folder in your Start program, containing an otrs_start.bat batch file. that batch file fails to run because there is an invalid path for Apache's configuration in the file c:\otrs\apache2\conf\httpd.conf: ServerRoot "C:/Programme/Apache Software Foundation/Apache2.2" Set this instead to "C:/OTRS/Apache2" if you installed OTRS to the default location of c:\OTRS. Similarly, the DocumentRoot folder is incorrectly set to: DocumentRoot "C:/Programme/Apache Software Foundation/Apache2.2/htdocs" Set it instead to: "c:/otrs/Apache2/htdocs" or other location of your choice. Yes, you should use forward slashes in these files, not the backward slashes often used in Windows. BTW all the batch files should have a 'pause' statement at the end to facilitate reading debug messages otherwise the console window shuts before you can find out why it failed. Since OTRS_start.bat will start Cron and mySql even if Apache fails to start, you might want to create an apache_start.bat that contains only the single line needed to start Apache: C:\OTRS\Apache2\bin\httpd.exe -k start cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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OTRS Windows installer misses Date::Format module
by Stewart Midwinter 07 Dec '06

07 Dec '06

The Windows installer fails to install the Date::Format module, as you will see if you run the otrs.checkModules script in the \otrs\otrs\bin folder. However, you can run the Perl package manager, and look for the TimeDate module in the list of available packages. Install that module, and all should be well. cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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skip otrs login
by Sofia Peixoto 07 Dec '06

07 Dec '06

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RE: [otrs] Ticket merge gives error, OTRS 2.1.3
by Dave Wojciechowski 07 Dec '06

07 Dec '06

Experincing the same issue, here, we found that you don't get the error only if you check the box that you want to notify the customer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brendan Humphreys Sent: Tuesday, December 05, 2006 6:13 PM To: User questions and discussions about OTRS.org Subject: [otrs] Ticket merge gives error, OTRS 2.1.3 Hi, We just upgraded from OTRS 2.0.4 to OTRS 2.1.3 and now Ticket Merge is causing problems. When two tickets are merged, the following happens: 1. OTRS returns a generic "Error" web page, but with no error detail at all 2. the tickets ARE actually merged, BUT all participants receive a merge notification email, even though the "notify user" option is left unchecked. We typically don't want to pester customers with merge notifications, so this has left us unable to use Merge. I've looked through the logs and can't see any error messages. I'd very much appreciate some help in tracking down the cause of this problem, as our team uses ticket merge a lot. Cheers, -Brendan _______________________________________________ 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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