February 2006 - otrs - OTRS mailing lists

mod_perl config problem
by Knut Haugen 20 Feb '06

20 Feb '06

Hi I have installed a version of OTRS 2.0.4-1 on a Debian Sarge box, running Apache 2.0.55-5 using the apache2-mpm-prefork version and libapache2-mod-perl2 1.999.21-1. The installation works fine running as CGI, but when I tried the mod_perl setup, using the supplied scripts apache2-httpd-new.include.conf and apache2-perl-startup.pl, just changing paths, things break in spectacular ways. To problems occurr: First, on login, I get a re-direct loop (that firefox interrupts) and login doesn't seem to work. In the database, 21 sessions are created and the cookie has the session id of the latest one (and the cookie works fine). I can bypass this and enter the url for an action, and I get the correct page, but now, every link I click just reload the same page. This is clearly a mod_perl issue (i experienced similar tendencies before), but I can't seem to find the setting to tweak. Any suggestions? Are there any known issues regarding the mod_perl setup files? regards, -- Knut Haugen Konsulent/programmerer Linpro AS web: http://www.linpro.no/ +47 21544100 gpg: http://www.knuthaugen.no/misc/key.asc.txt

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RE: RE: [otrs] Sub-Sub Queues[Scanned]
by Danie Theron 20 Feb '06

20 Feb '06

Ok , OOPS , thought I was clever but it seems any tickets moved in those queues disappear :-( _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Danie Theron Sent: 15 February 2006 04:29 PM To: User questions and discussions about OTRS.org Subject: RE: RE: [otrs] Sub-Sub Queues[Scanned] Hi , I have managed to get a workaround for my problem. I first created a Parent Queue with all it's sub queues and then simply moved that queue into my desired sub queue. :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: 15 February 2006 10:39 AM To: User questions and discussions about OTRS.org Subject: Re: RE: [otrs] Sub-Sub Queues[Scanned] then you would create a sub-sub-sub queue and thats not possible afaik.... but you just asked for sub-subs..... ;-)) Li otrs-bounces(a)otrs.org schrieb am 15.02.2006 08:49:41: > Hi Patrick , > > I tried that but the Sub Queue does not show in the dropdown list of Queues. > > To explain , I create a main queue called VPL. Under that queue I > created a Sub Queue called Help. Under the Help queue I have created > another Sub Queue called Management Follow Up. Now if I want to > create another queue UNDER the Management Follow Up queue called > Finance. So the queue list will look as follows : > > VPL::Help::Management Follow Up::Finance > > I can only see the Help queue in the drop down list when creating a > new Queue. So you can see my predicament :( > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > > Patrik Forsberg > > Sent: 14 February 2006 04:58 PM > > To: User questions and discussions about OTRS.org > > Subject: RE: [otrs] Sub-Sub Queues[Scanned] > > > > sure, just create a new queue and select the sub-queue you want it to be a > > child of. > > > > > > > -----Original Message----- > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > > Behalf Of Danie Theron > > > Sent: Tuesday, February 14, 2006 3:44 PM > > > To: User questions and discussions about OTRS.org > > > Subject: [otrs] Sub-Sub Queues > > > > > > Hi , > > > > > > Just a quick question , is it possible to have sub queues of > > > sub queues? > > > I don't see the option in the web interface. > > > > > > Regards , > > > > > > Danie Theron > > > > > > ----------- > > > > > > > > > _______________________________________________ > > > 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/ > > > > > _______________________________________________ > > 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/ > > _______________________________________________ > 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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RE: [otrs] Ticketnumber reset after migration
by Thomas Nilsen 20 Feb '06

20 Feb '06

/otrs/var/log/TicketCounter.log is the key. When you reinstall, this is reset to the default or deleted. So copy the old file from your Fedora system to the new installation. Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Monday, February 20, 2006 9:43 AM To: User questions and discussions about OTRS.org Subject: [otrs] Ticketnumber reset after migration Hello, I moved my OTRS 2.0.4 install from a Fedora Core 2 to a CentOS 4.2 box yesterday. Installed a fresh 2.0.4 on the new server, stopped the otrs service on the old one, dumped the db and recreated it on the new server. I also copied Kernel/Config.pm over and started the otrs service on the new server. Seems to work just fine, except for the fact that new tickets get ticketnumbers starting at 100001 again, while we've set the ticketnumber length to 5 digits and already have a lot of tickets in the system. Where should I look to fix this and go on from where we left? Thanks, 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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Re: CustomerID field as drop-down?
by Oliver Buckie 20 Feb '06

20 Feb '06

Would be great if any could comment on this... I need to find a way of have both contact (individuals)and company (firm) fields. The latter being a drop-down... Is it possible to turn the CustomerID field (in all instances) from a free-text field to a dropdown with pre-defined values (customer1, customer2, customer3 etc.)? If possible, would also be great if an agent could also add-to this field to populate the values. Thanks for your comments. _______________________________________________ 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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Ticketnumber reset after migration
by Nils Breunese (Lemonbit Internet) 20 Feb '06

20 Feb '06

Hello, I moved my OTRS 2.0.4 install from a Fedora Core 2 to a CentOS 4.2 box yesterday. Installed a fresh 2.0.4 on the new server, stopped the otrs service on the old one, dumped the db and recreated it on the new server. I also copied Kernel/Config.pm over and started the otrs service on the new server. Seems to work just fine, except for the fact that new tickets get ticketnumbers starting at 100001 again, while we've set the ticketnumber length to 5 digits and already have a lot of tickets in the system. Where should I look to fix this and go on from where we left? Thanks, Nils Breunese.

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Don't seem to have an otrs user
by Gordon O'Brien 20 Feb '06

20 Feb '06

NEWBIE to both OTRS and Linux!! I am trying to run the Cron.sh script but it says to run it as the otrs user. I don't seem to have an otrs user on my Fedora 4 system. I cannot use 'su otrs' I believe OTRS was installed whilst logged in as root. Should I have created an otrs user before installing? Thanks Gordon

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Backup on Windows
by Karkhanis 19 Feb '06

19 Feb '06

Hi, this might seem a bit naive, but we work with OTRS 2.0.4 on a Win2003 Server. We have a different win2003 server as our DC and IIS. I have 2 queries, any help would be greatly appriciated 1. How do we backup / restore OTRS on windows. I need to backup all tickets, and also the configuration settings 2. Has anyone tried using OTRS on a box that also runs IIS. Thanks in anticipation Ashutosh *********** PAIN IS TEMPORARY, PRIDE FOREVER !! ************ __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Connection closed by remote server?
by Nils Breunese (Lemonbit Internet) 18 Feb '06

18 Feb '06

Hello, Today I upgraded PHP (4.4.1 -> 4.4.2) and MySQL (3.23.x -> 4.1.15) on my Fedora Core 2 server and restart both the MySQL and Apache webserver. All seems to work (I run several vhosts on this server) except that OTRS seems to have lost it. When I go to /otrs/index.pl the login screen appears, but when I login I get 'Connection closed by remote server'. I've looked all over but have found no error message whatsoever. /var/log/messages says (I put in x's for private data): Feb 18 19:14:24 xxxx OTRS-CGI-1[24835]: [Notice] [Kernel::System::Auth::DB::Auth] User: xxxx authentication ok (REMOTE_ADDR: xxx.xxx.xxx.xxx). Also the DB is alright according to OTRS: # /opt/otrs/bin/CheckDB.pl It looks Ok! And restarting the otrs service doesn't help or seem to find any problems: # service otrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. Final shutdown of OTRS.. done Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://xxx.xxx.xxx/otrs/index.pl <<-- Final start of OTRS.. done Other Perl-based webscripts (such as Movable Type) are working correctly. What could be the problem? Where can I look? Thanks, Nils Breunese.

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Removing users
by Hans du Plooy 18 Feb '06

18 Feb '06

Hi guys, I know this has been discussed before, but I keep running into this problem. Here's an example. We have a client, say Company A, and our contact there is, say, jakes, e-mail jakes(a)company-a.com Jakes leaves Company A, now works for Company B. He puts in a good word for us there, and we get to do their network. Now Jakes is our contact at Company B, his e-mail is jakes(a)company-b.com. Wouldn't it make sense to be able to deactivate users and mark them in some way that they still exist, but don't show up when creating a new ticket for example? I can add Jakes as a new user with new password, I'm sure, but when I create a ticket for the new company, and search for Jakes, I get both. Hans

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Error: Need TicketID!
by Priya b 18 Feb '06

18 Feb '06

Hello friends.... I m workng with otrs few months back.It was workng absolutly fine.. But now suddenly,when Customer/agent User tries to create a ticket.It is giving error as follows::::::: Error: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri Feb 17 12:47:55 2006 Message: Need TicketID! Traceback (3186): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.92) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) Line: 677 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 48 Module: (eval) (v1.36) Line: 202 Module: ModPerl::RegistryCooker::run (v1.36) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 It seems as ticket id generarator is creatng problem.I had set 'ID Genearator to AUTOINCREMENT'..When i saw the database,it is showng: id field tn field ---(somthing) -- --- -- 3306 1003290 3307 1003291 & suddenly next one is: 3308 1000001 3309 (its showing blank here) I m not getting Why It Is Not generating TICKET ID.........??????????????/ I m new to it...Plzzzzzzzzz Help Me Frnds........ Waiting fro ur reply..... Thank you..

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