March 2006 - otrs - OTRS mailing lists

FAQ linking
by Dave Hill 24 Mar '06

24 Mar '06

Hi Is FAQ linking documented anywhere? There are three types of FAQ link, Normal, Parent and Child, but what is the difference and what are they useful for? FAQ links only seem to be displayed on the Agent's view, not on the Customer's view - is there a config. option to enable this? I'm using OTRS 2.0.4. Dave Hill -- Dave Hill Newnham Research Ltd

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Ticket Escalation Configuration Issue
by sudhanshu chopra 24 Mar '06

24 Mar '06

Hi All, Hello brother out ther. Can anybody help me in configuring Ticket Escalation???? How to configure Generic agent?? I have gone through the documentation present in otrs.org. but it didn't helped me. So help me????? Regards Sudhanshu Chopra

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Auto Reject?
by shawn.beasley＠dlh.de 24 Mar '06

24 Mar '06

Hello @ all, I have found an article describing how to reject emails, (http://lists.otrs.org/pipermail/otrs-de/2006-February/005636.html ) and this works well. My question is I want to reject an email based on missing information, but at the same time accept all tickets with this queue. i.e. email received by popmaster.pl if body contains Unumber Uxxxxxx - format U Plus six digits WSnumber WSxxxxxx - format WS Plus six digits Create ticket && auto default response Elif subject contains ticket number Ticket followup Else: body does not contain Unumber Uxxxxxx - format U Plus six digits WSnumber WSxxxxxx - format WS Plus six digits Do not create ticket && auto reject response Does this make sense? Can some one give me more information? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 Tel. +49 6543 983 113

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info install otrs
by Trasschaert Karl 24 Mar '06

24 Mar '06

Hello all, I would like to install otrs, but i think it's a automated install, isn't it? Is it possible to install it to a server where there is already some website on it? if yes how can i do it to not delete the site already installed? did apt-get install otrs reinstall apache etc or will it only install otrs in a folder? Thx

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Display freetext fields in a search....
by Davis, Gary H 24 Mar '06

24 Mar '06

I am still trying to find a way to display freetext fields during a standard search. I think in my previous notes - I forgot to mention that I am still running 1.3. I notice that in the new 2.0.4 install it is possible to display the freetext fields, but we are running the windows version ... and it appears that we may not migrate for at least another 3 months - or until 2.0.4 for windows is brought up to all the changes that are being done for UNIX / LINUX. I have a critical need to solve this problem by the first of April as some reports need to be generated to prove the usefulness of OTRS - which I truly believe is one of the best ticket systems I have worked with. Thanks for any help you can give me.... Gary Davis GM SDC / PSIC Lab Manager

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CustomerGroupSupport: No Notification
by Marc Winiger 24 Mar '06

24 Mar '06

Hi List We do no receive Notification Mails if a Customer opens a new Ticket over the Web-Interface in a Queue that is not in a CustomerGroupAlwaysGroups. The Problem only exists if CustomerGroupSupport is enabled. For example: - User1 has Group1 - CustomerGroupAlwaysGroups is set to info and users - Queue1 group is set to users - Queue2 group is set to Group1 A Notification Mail is only sent to the Agents if the User1 opens the new Ticket in the Queue1. If he opens a Ticket in Queue2 there is no notification at all. (yes, I am subscribed to that queue and am in the Group1 too) Does anybody have an idea if that is an otrs bug or a configuration issue? thanks marc

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v2.0.4 SRPM build failure on RHEL4
by Graham Leggett 24 Mar '06

24 Mar '06

Hi all, I have been trying to build v2.0.4's SRPM on a Redhat Enterprise machine, but the RPM build process bombs out as follows: + export OTRSUSER=otrs + OTRSUSER=otrs + useradd otrs useradd: user otrs exists + : + useradd apache useradd: user apache exists + : + groupadd apache groupadd: group apache exists + : + /var/tmp/otrs-2.0.4-build/opt/otrs/bin/SetPermissions.sh /var/tmp/otrs-2.0.4-build/opt/otrs otrs apache apache apache /var/tmp/rpm-tmp.57870: /var/tmp/otrs-2.0.4-build/opt/otrs/bin/SetPermissions.sh: /bin/sh: bad interpreter: Permission denied error: Bad exit status from /var/tmp/rpm-tmp.57870 (%install) RPM build errors: Bad exit status from /var/tmp/rpm-tmp.57870 (%install) Has anybody seen this before? If an attempt is made to run "/var/tmp/otrs-2.0.4-build/opt/otrs/bin/SetPermissions.sh /var/tmp/otrs-2.0.4-build/opt/otrs otrs apache apache apache" manually, everything works fine. I am stumped. Anybody have any ideas? Regards, Graham --

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Help.Retriving user name who is logged in
by Priya b 24 Mar '06

24 Mar '06

Hi all.. i want to display a link in "Search" which will first check that if a logged user has admin permissions or not. If HE/She has admin rw permissions then only he can view that link in search page otherwise not... It is same theme as that of "Admin link" in index.pl/..It is displayed if he has admin permissions... But still im not getting how to retrive logged username while clicking on search link...then how to check it that it has admin permission or not... Plz help me..

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500 Internal Server Error when accessing installer.pl
by Graham Leggett 23 Mar '06

23 Mar '06

Hi all, After trying to run the installer.pl file to kick off the install process, I get a 500 Internal server error. The backend logs this: [Thu Mar 23 17:28:26 2006] [error] Insecure dependency in require while running setgid at /usr/lib/perl5/5.8.5/CGI/Carp.pm line 471.\n [Thu Mar 23 17:31:51 2006] [error] Insecure dependency in require while running setgid at /opt/otrs/bin/cgi-bin/installer.pl line 47.\nBEGIN failed-- compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 47.\n Does anyone know what an insecure dependancy is and why I might have one? I am running a Redhat RPM of v2.0.4 on RHEL4 / mod_perl v2.0.2. Regards, Graham --

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No calendar icon
by Marcus Hopwood 23 Mar '06

23 Mar '06

I've just installed the calendar package but the calendar icon does not appear on the menu bar. By going directly to http://.../otrs/index.pl?Action=AgentCalendar I can see the calendar. Any ideas how to fix this? Thanks, Marcus

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