February 2006 - otrs - OTRS mailing lists

Permission errors
by Danie Theron 01 Mar '06

01 Mar '06

I tried to access the Package Manager , gave me an error about permissions so I ran : ./SetPermissions.sh /usr/share/otrs otrs www-data Now I can't access ANYTHING , no Queues nothing. Please help! The error message I'm getting is : Error: Can't create /usr/share/otrs/var/article/check_permissions_2087: Permission denied Regards , Danie Theron

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Navigation bar pictures
by Cody Grosskopf 01 Mar '06

01 Mar '06

I have a new fresh install of OTRS 2.0.4 and I can login through both the index and customer interfaces and the only problem is that the pictures on the navigation bar do not load so i figured it was a permission problem so i ran the SetPermissions.sh and it executes and runs fine i use the syntax sh SetPermissions.sh /opt/otrs otrs wwwrun it executes with no errors. Now i do an ls -l in /opt/otrs and all the subdirectories are wwwrun:nogroup except for var and Kernel they are otrs:nogroup so i tried manually to set them to wwwrun:nogroup and that still didnt work any ideas?

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Postmaster Filter Question
by Mark D. Wallace 01 Mar '06

01 Mar '06

I have a number of filters in place that route tickets to corresponding queues. What I would like to also do is assign a particular agent to tickets coming into OTRS that are routed to a specified queue. In the "Set" header area for the "PostMaster Filter" feature there is a choice for a queue labeled X-OTRS-queue. This works great. But there is no X-OTRS-Agent specification. There are a number of X-OTRS-Ticketkey headings. Can I use one of these? Please advise. M. Wallace

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Groups and Users question
by Serge 28 Feb '06

28 Feb '06

I'm trying to understand (no luck so far and the guide is useless on this issue) how to email groups. For example let's say we have a group named Group1 that supports ProductABC. When a customer email/calls in with an issue about ProductABC, I want to be able to: 1) In email tickets select the "Group1" in the To: Field. So that everyone in that group would get an email notification. 2) In phone ticket, the Owner choice should have an option for the group not the individual. How do I do the above in 2.0? Thanks, Serge

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FAQ Large attachment problem
by Simone Girlanda 28 Feb '06

28 Feb '06

when I try to insert large attachment (more then 1 MB) into tickets or FAQ via Web interface, I got no error, but nothing is loaded (attachment is not listed). I changed the MaxFileUpload config value from 5MB to 50MB (we need to upload large files), without result. any body have the same problem ? Simone Girlanda

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Message:Module not registrerr
by Priya b 28 Feb '06

28 Feb '06

Hiii all... I am using OTRS2.0.4 from last 4months. But it dont include the calendar module. So i m trying to include it in otrs.I have downloaded "AgentCalendar.pm & CalendarEvents.pm." I had made the entry in Admin->Sysconfig->Frontend::Agent::AgentCalendar. But it is giving error mesasage as follows: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Tue Feb 28 15:07:28 2006 Message: Module Kernel::Modules::AgentCalendar not registered in Kernel/Config.pm! Traceback (2412): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 547 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 Plz Help me ...soon.. Give steps to integrate this Calendar module in otrs.

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Ticket-unlock and change of priority
by Alexander Scholler 27 Feb '06

27 Feb '06

Hi all, to ensure that working on tickets is done in a proper way, I think it's important that tickets are assigned to agents with the possibility of and the need of appending significant owner-change-notes (this feature is already implemented in OTRS). But I miss the feature of adding a note when I do a ticket unlock - this note should explain why I do an unlock and why I through the ticket back in the open queue rather than assigning the ticket to another agent. I think it's no problem to disable the unlock-feature through the use of ACLs, but that's not the solution. The same applies to the change of priority - these changes should nearly always be explained within a note. Another favourite question - please can anybody give me a hint: How is it possible to change the ticket priority without the need of having the ticket ownership. Thank for your replies, Alex

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Agent notification of new tickets
by Jennifer Valdez 27 Feb '06

27 Feb '06

Hi, I am not receiving agent notifications when a new ticket is entered via the web interface. Proper notification is sent out when tickets are entered strictly via email. Any ideas? Thanks, Jennifer Valdez

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Re: [otrs] Migrating OTRS Admin-Area config settings
by Oliver Buckie 27 Feb '06

27 Feb '06

Hi Alex Thanks for your feedback. I have already done the stages you mention. I have copied the relevent bits from Config.pm, Defaults.pm & en.pm. However, the problem is a follows... ... In the Admin-Area section "User & Groups & Roles", I would like to have all of the Users & Groups that I originally setup, migrated to my new Debian system. Under the section "Queues & Reponses" I would like my previously defined Queues and under the "Misc" section, the PostMaster POP3 Accounts I had original created. How is it best to migrate this data and configs? Thanks for your help -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Mittwoch, 22. Februar 2006 12:41 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Migrating OTRS Admin-Area config settings Hi, Oliver Buckie schrieb: > I have OTRS 2.0.4 installed on a Windows platform and configured many of > the options within the Admin-Area. I would like to migrate these > settings to a clean install on a Debian platform. For example: I think this must be done, although I never installed OTRS under windows: (read the manual, this describes the usage of the different config-files) * copy/migrate ~/Kernel/Config.pm (I don't know how it looks like unter Windows) * Download your SysConfig under windows and upload it unter Debian. * Be aware of your DB-usage and Mail-integration => perhaps you have to edit some configuration. * activate the proper cron jobs > - Under "User & Groups & Roles" I would like 'Users' & 'Groups' > - Under "Queues & Responses" I would like 'Queue' > - Under "Misc" I would like 'PostMastewr POP3 Account' What do you mean? I can't follow you! Bye, Alex _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Generic Agent stopped working
by Buchner, Daniel 27 Feb '06

27 Feb '06

Hi, Over the weekend I have had an influx of spam. 17.000 messages all dumped into one queue + several hundred in another. Problem is that I can't access the generic agent. Simply times out and when I check the process queue - it's clear the generic agents can't handle the amount of messages, as it is spinning up to 100% cpu but doesn't actually action anything. Anyone have any ideas how to: a) flush the queue b) get the generic agent to run rgs, Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com The information transmitted in this document is intended only for the person or entity to whom it is addressed. It may contain confidential or privileged material. Any review, retransmission, dissemination or other use or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete all copies of the material.

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