March 2006 - otrs - OTRS mailing lists

CustomerStatusView.dtl - add create_time column
by Omar Speranza 28 Mar '06

28 Mar '06

I'm modifying CustomerStatusView.dtl following the Christian istructions... Now I would like to add two column - the ticket create time - the ticket work unit is possibile to do that? I can't find the var that contains the create time... for example... $Data{"Owner"} $Data{"State"} $Data{"CustomerID"}.... -- ~omar

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customer.pl frontend - remove queue column
by Omar Speranza 28 Mar '06

28 Mar '06

Is possible to hide the queue column in customer.pl frontend? In other words... I would like to show the ticket subject and all other info but not the queue name... -- ~omar

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otrs & Windows 2003 server
by Trasschaert Karl 27 Mar '06

27 Mar '06

Hi everybody, I would like to install otrs on a windows 2003 Server with exchange & TS on it. can i do that without risk? i don't use the iis but sometime we use web interface for exchange, will otrs cause problem or conflict with that on not? thx For your help Karl

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Generic Agent does not work
by Jon H 27 Mar '06

27 Mar '06

Hello all, I setup a generic agent to assign new tickets from a certain user to change the owner to another user. When I save the agent, it warns me that 35 tickets will be effected. However when I click "Run now", none of the tickets are changed. I tried something as simple as assigning all new tickets a user and even that doesn't work. I see in the system log that the agent is running every ten minutes, but it still does not make any changes. Could this be a permission problem of some sort? Any advice is greatly appreciate. Thank you, - Jon

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Signature to a agent
by Gawliczek Paweł 27 Mar '06

27 Mar '06

Hi, in our comapny we have several agents using OTRS system ( it is really great ! ). We have one question: How to assign signature to an agent - not queue ? Cheers Pawel

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Oracle installation: ORA-00972 identifier is too long
by Thorne Lawler 26 Mar '06

26 Mar '06

Hi OTRS folks, Just sending this again in case it didn't reach the list the first time, since I have had no reply, and haven't even received a copy of my own message... I am having difficulty installing OTRS into an Oracle DB. The otrs-schema.oracle.sql script finishes, but produces some errors which worry me: >>>>>>COPY>>>>>> CREATE INDEX article_message_id ON article (a_message_id) * ERROR at line 1: ORA-01450: maximum key length (3218) exceeded <<<<<<COPY<<<<<< and >>>>>>COPY>>>>>> ALTER TABLE standard_response_attachment ADD CONSTRAINT standard_response_attachment_PK PRIMARY KEY (id) * ERROR at line 1: ORA-00972: identifier is too long DROP SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE OR REPLACE TRIGGER standard_response_attachment_seq_t * ERROR at line 1: ORA-00972: identifier is too long <<<<<<COPY<<<<<< After this, initial_insert.sql bombs out horribly, so I assume it's finding some discrepancy with the tables created by the above. Particularly worrying is the "ORA-00972: identifier is too long", since Oracle support says: "Cause: The name of a schema object exceeds 30 characters. Schema objects are tables, clusters, views, indexes, synonyms, tablespaces, and usernames. Action: Shorten the name to 30 characters or less." Is there something I need to change? If so, where and how do I change it? I have seen one query just like this posted by Florent Guiliani, and I mailed F.G. directly but got no reply. The answer he recieved on-list was a little cryptic... Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

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Oracle installation: ORA-00972 identifier is too long
by Thorne Lawler 26 Mar '06

26 Mar '06

Hi OTRS folks, Just sending this again in case it didn't reach the list the first time, since I have had no reply, and haven't even received a copy of my own message... I am having difficulty installing OTRS into an Oracle DB. The otrs-schema.oracle.sql script finishes, but produces some errors which worry me: >>>>>>COPY>>>>>> CREATE INDEX article_message_id ON article (a_message_id) * ERROR at line 1: ORA-01450: maximum key length (3218) exceeded <<<<<<COPY<<<<<< and >>>>>>COPY>>>>>> ALTER TABLE standard_response_attachment ADD CONSTRAINT standard_response_attachment_PK PRIMARY KEY (id) * ERROR at line 1: ORA-00972: identifier is too long DROP SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE OR REPLACE TRIGGER standard_response_attachment_seq_t * ERROR at line 1: ORA-00972: identifier is too long <<<<<<COPY<<<<<< After this, initial_insert.sql bombs out horribly, so I assume it's finding some discrepancy with the tables created by the above. Particularly worrying is the "ORA-00972: identifier is too long", since Oracle support says: "Cause: The name of a schema object exceeds 30 characters. Schema objects are tables, clusters, views, indexes, synonyms, tablespaces, and usernames. Action: Shorten the name to 30 characters or less." Is there something I need to change? If so, where and how do I change it? I have seen one query just like this posted by Florent Guiliani, and I mailed F.G. directly but got no reply. The answer he recieved on-list was a little cryptic... Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

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Confusion: admin users, LDAP user database support
by Graham Leggett 25 Mar '06

25 Mar '06

Hi all, Having just installed a new instance of OTRS, I installed and configured it against a Postgres database, and after install I was able to log in using the default root@localhost user. I then tried to add the "CustomerUser' variable to the config file to authenticate against LDAP. I am now unable to log in at all. There are a number of points I could not find stated anywhere obvious in the manual: - There seem to be "admins", "agents" and "customers". Can you authenticate all three against LDAP? Only customers against LDAP? The manual imples only customers can be authenticated against LDAP, but then when I turned on customer authentication, agent authentication stopped working. - If agent auth is supported against LDAP, how does the initial admin user get set up (if any)? Must I create a user in my LDAP directory called root@localhost? How do I create additional admins? - If basic authentication is switched on, which parts of the /otrs/ directory needs to be protected with basic authentication? The entire directory? Only customer.pl? I am using OTRS v2.0.4. Regards, Graham --

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OTRS login: "redirection limit for this URL exceeded"
by Graham Leggett 25 Mar '06

25 Mar '06

Hi all, Another problem I am having with my OTRS install: Having dumped the database and started again, and am having a further problem with login. After entering your login details, the message "Redirection limit for this URL exceeded. Unable to load the requested page. This may be caused by cookies that are blocked." is displayed by the browser (Mozilla). A look in the access log shows this line repeated over and over: 196.31.24.162 - - [25/Mar/2006:09:07:23 -0600] "GET /otrs/index.pl?&Session=10ec825a265cbeacb4730c1ed8af65b286 HTTP/1.1" 302 107 "https://yyy/otrs/index.pl" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.12) Gecko/20060130 Red Hat/1.7.12-1.4.2" All lines have differing session ids. I have checked the browser cookie settings, and these are set to the default setting (allow cookies based on privacy settings). Changing the cookie setting to "allow all" makes no difference. Has anybody seen this behaviour before? Regards, Graham --

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RE: [otrs] otrs & Windows 2003 server
by Isaac Gonzalez 25 Mar '06

25 Mar '06

we have it installed as same server as iis 5 and don't have troubles. you just need to add another ip to the server and configure apache to listen to that ip....then create an "a" record that points to that ip. -Isaac ________________________________ From: otrs-bounces(a)otrs.org on behalf of Christian Schoepplein Sent: Fri 3/24/2006 11:49 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] otrs & Windows 2003 server Hello Karl, On Fri, Mar 24, 2006 at 04:45:55PM +0000, Trasschaert Karl wrote: >I would like to install otrs on a windows 2003 Server with exchange & TS on >it. > >can i do that without risk? >i don't use the iis but sometime we use web interface for exchange, will >otrs cause problem or conflict with that on not? If you use the windows installer of OTRS, also apache is installed on your machine. Apache listens on port 80 and that will conflict with a installed IIS or another webservice that also runs on port 80. I'd turn of all web service during the installation of OTRS and change the port of apache to 81 or what ever after installation is finished. After apache is restarted, you can access via http://localhost:81/otrs/index.pl and all other web services work on port 80 as usual. >Karl Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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