December 2006 - otrs - OTRS mailing lists

installation problem/question
by Christopher Scott 06 Dec '06

06 Dec '06

I'm a new user, looking forward to getting OTRS up-and-running. Unfortunately, I've managed to get a bit stumped with my installation. I'm using a RHEL box w/ Apache 2.0.53 and mod_perl2. I've installed otrs under /var/www (we use a variety of subdomains, each in its own directory under /var/www - OTRS will be support.oursite.com) I've gotten everything configured and my virtual server is configured. However, when I try to hit OTRS I get: Software error: at /var/www/otrs/Kernel/Config/Defaults.pm line 1803. I don't even know where to begin with this... My httpd.conf contains the following: <VirtualHost ###.###.###.###:80> DocumentRoot "/var/www/otrs" ServerName support.oursite.com # <Directory "/var/www/otrs"> # allow from all # Options +Indexes # </Directory> # agent, admin and customer frontend ScriptAlias /otrs/ "/var/www/otrs/bin/cgi-bin/" Alias /otrs-web/ "/var/www/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /var/www/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> # directory settings <Directory "/var/www/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/var/www/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) # MaxRequestsPerChild 400 </VirtualHost> and the scripts/apache2-perl-startup.pl looks like this: #! /usr/bin/perl use strict; # make sure we are in a sane environment. #$ENV{GATEWAY_INTERFACE} =~ /^CGI-Perl/ or die "GATEWAY_INTERFACE not Perl!"; # check $ENV{MOD_PERL}, $ENV{GATEWAY_INTERFACE} is deprecated for mod_perl2 $ENV{MOD_PERL} =~ /mod_perl/ or die "MOD_PERL not used!"; # set otrs lib path! use lib "/var/www/otrs"; use lib "/var/www/otrs/Kernel/cpan-lib"; # pull in things we will use in most requests so it is read and compiled # exactly once #use CGI (); CGI->compile(':all'); use CGI (); CGI->compile(':cgi'); use CGI::Carp (); # use Apache (); use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'ar12row'); use DBI (); # enable this if you use mysql use DBD::mysql (); # enable this if you use postgresql #use DBD::Pg (); # enable this if you use oracle #use DBD::Oracle (); (...etc...) Can anybody offer me any suggestions? Thanks. -Chris

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Error: Need TicketID!
by Davide Pluda 06 Dec '06

06 Dec '06

Hello. I'm new in otrs, i use it few months back. It was works fine. Today it doesn't kork, when i try to create a ticket from customer it give this error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Aug 22 15:44:04 2006 Message: Need TicketID! Traceback (3342): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) Line: 677 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.36) Line: 47 I read an other mesage similar to mine, but solution proposed "Just make some free space available in /opt and you will get thru the problem" don't work... I can create ticket from User. Can you help me? Please.

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FAQ module and tickets
by Charles Sprickman 06 Dec '06

06 Dec '06

Hi all, I've seen some posts about this, and some bugzilla notes as well, but I'm not sure they even apply to the current version. I have OTRS 2.1.3 and FAQ version 1.0.11. When answering a ticket if I click on the FAQ link I get a popup with the following error: Error: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: freebsd Time: Tue Dec 5 14:50:10 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (43928): Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 555 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_otrs_bin_cgi_2dbin_index_2epl::handler (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 I also just reinstalled it for kicks, same error. We're just trying otrs out right now, but being able to answer with FAQ entries is pretty important. Also, any plans to have a non-search interface to the FAQ? It would be nice to just see everything in each category... Thanks, Charles ___ Charles Sprickman NetEng/SysAdmin Bway.net - New York's Best Internet - www.bway.net spork(a)bway.net - 212.655.9344

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e-mail (character encoding)
by Ales Vizdal, AVONET, s.r.o. 06 Dec '06

06 Dec '06

Hello list! I would like to ask you how do you reply to emails written in different enconding than used by web browser/system? I do receive czech emails in iso-8859-2, windows-1250 or utf-8 encoding. I searched thru OTRS options and didn't find any option to recode replies to correct encoding. How do you solve this kind of problem? Regards -- Ales Vizdal, AVONET, s.r.o.

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Rejecting requestes based on missing information.
by greyburn＠gmail.com 06 Dec '06

06 Dec '06

Hello, Im trying to setup OTRS to reject mail that doesnt contain [OS] or [OSS] or [DBA] (list goes on)..... I want to send a mail back to those users telling them that they need to resend their mail. Ive setup a autoreject email ready for this. But I cant seem to figue out how to filter these messages out. Im guessing regex is the way to go but im hopeless when it comes to regex. Any help would be much appreciated. Thanks in advance. Gordon

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Reply - Signature cut
by booger＠post.pl 06 Dec '06

06 Dec '06

Hello, Is it possible in otrs 2.1 to turn on automatic cutting of client's signature when I compose reply? Body of mail and signature are usually divided by <dash><dash><space> so everything under that should be cut. Is it possible to do that automatically? -- Arek

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Re: [otrs] Setting up OTRS to display image attachments
by Michael Friedman 06 Dec '06

06 Dec '06

Alexander Scholler alexander.scholler(a)augsburg.de says: >Michael Friedman schrieb: >> Most of our customers use Outlook and they tend to send us e-mails that include screen shots showing their problems. >> We want to manage this better using OTRS, but to do that we really need to display the images inline inside an e-mail presented in HTML. The current OTRS approach - exporting a .eml file for Outlook Express is really not adequate - Outlook Express does not display complex documents properly. >> If we can't display the full e-mail nicely formatted at minimum we would like to display all of the image attachments inline so we can at least have a reasonable chance of figuring out what the customer is talking about. >> How can we configure OTRS to do this? >I just know that a config-option is activated by default that automatically converts all incoming mails to plaintext. >Perhaps it's useful for you to turn this off. Thanks, but no. We tried it… it gives us half decently formatted HTML, but not very good. All inline images from the e-mail are stored as attachments and you need to click on a link to display them. >But I have no experience with this - we propagate to use plaintext! I’ve seen many help systems that require this. As a user I have always found it the most frustrating part of the help desk experience – I do the work to put multiple screen shots into my assistance request clearly explaining step by step what I did to encounter a problem and exactly what the problem is and it quickly becomes apparent that the person trying to help me is either unable to see the images or is unable to associate them with the explanatory text. I can’t understand why anyone would inflict plain text on a user if you have the option to do better – it’s good for them since they don’t get frustrated and it’s good for you because your staff can resolve issues more quickly (and therefore more cheaply). Thanks Mike -------------------------------------------------------------------------------- Michael Friedman CEO, Parellax Ltd. michael.friedman(a)Parellax.com Skype: Mike.Friedman Shenzhen Office: 9B, Haiying Building, 3002 Caitian Road, Gangxia, Futian District, Shenzhen, Guangdong, China 518048 Tel: +86 755 8297 5453 Fax: +86 755 8297 6435 China Mobile: +86 131 4383 7705 HK Mobile: +852 6202 4425 Personal HK Fax: +852 3014 5062 Hong Kong Headquarters: Unit B, 1/F Prosperity Industrial Building 89 Wai Yip Street Kowloon, Hong Kong Phone: +852 2368 0060 Fax: +852 2367 3889

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RE: [otrs] Agent Confusion
by Dave Wojciechowski 05 Dec '06

05 Dec '06

Thanks both, turning on the option for the extended zoom and the cool iris looks good for me we will see how it works for the team. Thanks for the help. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Tuesday, December 05, 2006 7:27 AM To: otrs(a)otrs.org Subject: AW: [otrs] Agent Confusion Hello guys, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Peter van Beugen Gesendet: Dienstag, 5. Dezember 2006 09:23 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Agent Confusion You can show all the notes/answers in one screen: $Self->{'Ticket::Frontend::ZoomExpand'} = '1'; yes it can be that I misunderstood the question :=) Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Dave Wojciechowski Verzonden: maandag 4 december 2006 22:21 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Agent Confusion Hey thanks for the answer, but I'm not sure how you use that in the notes to see the original ticket. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, December 04, 2006 1:30 AM To: otrs(a)otrs.org Subject: AW: [otrs] Agent Confusion Hey Dave, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Sonntag, 3. Dezember 2006 19:23 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent Confusion Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo we use Firefox with the plugin cooliris to get previews of links wihtin the ticket. Greetz, Shawn It can be that

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AW: [otrs] Agent Confusion
by shawn.beasley＠dlh.de 05 Dec '06

05 Dec '06

Hello guys, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Peter van Beugen Gesendet: Dienstag, 5. Dezember 2006 09:23 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Agent Confusion You can show all the notes/answers in one screen: $Self->{'Ticket::Frontend::ZoomExpand'} = '1'; yes it can be that I misunderstood the question :=) Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Dave Wojciechowski Verzonden: maandag 4 december 2006 22:21 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Agent Confusion Hey thanks for the answer, but I'm not sure how you use that in the notes to see the original ticket. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, December 04, 2006 1:30 AM To: otrs(a)otrs.org Subject: AW: [otrs] Agent Confusion Hey Dave, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Sonntag, 3. Dezember 2006 19:23 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent Confusion Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo we use Firefox with the plugin cooliris to get previews of links wihtin the ticket. Greetz, Shawn It can be that

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Setting up OTRS to display image attachments
by Michael Friedman 05 Dec '06

05 Dec '06

Hello. We are setting up OTRS for managing our customer support. Most of our customers use Outlook and they tend to send us e-mails that include screen shots showing their problems. We want to manage this better using OTRS, but to do that we really need to display the images inline inside an e-mail presented in HTML. The current OTRS approach - exporting a .eml file for Outlook Express is really not adequate - Outlook Express does not display complex documents properly. If we can't display the full e-mail nicely formatted at minimum we would like to display all of the image attachments inline so we can at least have a reasonable chance of figuring out what the customer is talking about. How can we configure OTRS to do this? Thanks Mike -------------------------------------------------------------------------------- Michael Friedman CEO, Parellax Ltd. michael.friedman(a)Parellax.com Skype: Mike.Friedman Shenzhen Office: 9B, Haiying Building, 3002 Caitian Road, Gangxia, Futian District, Shenzhen, Guangdong, China 518048 Tel: +86 755 8297 5453 Fax: +86 755 8297 6435 China Mobile: +86 131 4383 7705 HK Mobile: +852 6202 4425 Personal HK Fax: +852 3014 5062 Hong Kong Headquarters: Unit B, 1/F Prosperity Industrial Building 89 Wai Yip Street Kowloon, Hong Kong Phone: +852 2368 0060 Fax: +852 2367 3889

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