June 2006 - otrs - OTRS mailing lists

RE: [otrs] FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

I am not seeing anything about either MYISAM or INNODB in either config.pm or defaults.pm Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows Default storage engine should be MYISAM and not INNODB. Can you check your cnf file and make sure that its not defaulting to INNODB? On 6/14/06 2:23 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Okay got passed that problem, and now I have Create Database (2/4) Creating database 'otrs': done. Creating tables 'otrs-schema.mysql.sql': done. Inserting Inital inserts 'initial_insert.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table '.\otrs\#sql-190_57c.frm' (errno: 150) Does anyone know how to get around this? Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 12:46 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows For starters, go to your config.pm and change the part that says "/var/log/" To the directory you want to log to using windows drive letters etc.. c:\otrs\var\log Have you at least tried that? On 6/14/06 1:08 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ --

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RE: [otrs] FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

Okay got passed that problem, and now I have Create Database (2/4) Creating database 'otrs': done. Creating tables 'otrs-schema.mysql.sql': done. Inserting Inital inserts 'initial_insert.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table '.\otrs\#sql-190_57c.frm' (errno: 150) Does anyone know how to get around this? Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 12:46 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows For starters, go to your config.pm and change the part that says "/var/log/" To the directory you want to log to using windows drive letters etc.. c:\otrs\var\log Have you at least tried that? On 6/14/06 1:08 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ --

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Webmail::IMAP server
by bipin＠spectrum.net.in 14 Jun '06

14 Jun '06

Hi all, I had installed Webmail in OTRS. Problem is I could not start the Webmail service. When I click on the Icon a bug report throws. Error: Need UserWebMailIMAPHost Param Currently I am using IMAP only for listening with SquirrelMail. Which server should i use for active this wonderful application regards -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

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FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net

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CustomerUserGroups and external customer db
by Rudolf Harney 14 Jun '06

14 Jun '06

Hi, another try, now in english: we use otrs 2.0.4 with an external (mySQL) customer DB. Customergroups can't be created. (If we disable the external customer db, it works.) Is it not posible, to use customer Groups with an external customer db? Thanks for hints, Rudolf

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Sub Queue Related Query
by Prafulla Kumar H.S. 14 Jun '06

14 Jun '06

Hi, I have created a queue by name Helpdesk and queue belongs to Helpdesk Administrator group. I have created several queues such as Servers, Lab, Telephone, etc. under Helpdesk queue. All these sub queues are put under Service Department group. Now, I have noticed that, customers are able to see and submit their tickets to sub-queues also. How to hide these sub queues from them. How to configure OTRS for assigning a ticket to 3-4 members at a time. I have tried by putting these members in a group, but not able to assign the calls. I don't where I am missing some config settings. Thanks and Regards, Prafulla Kumar

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A question about a model response
by Alina Florea 14 Jun '06

14 Jun '06

Hello all, I have to create a model response that could be used with the same from email adresses despite the queue where the ticket belongs to. For example: I have two queues: Queue1 and Queue2, each with their own email address used to send email. From tickets who are in Queue1, I need to aswer with a model response that use the email address of Queue2. This was possible in OTRS 1.3. I have migrated to OTRS 2.0.4 and now the model witch is supposed to use one single email address to respond from, is using the address of the queue where the ticket belongs to. The only workaround founded, was to manualy move the ticket from one queue to another, to choose the model response, to send the email and to move back the ticket at his original place. All that, because I need to have, sometimes, a unique answer from address. Could anyone help me and tell me what have I to change? And where? ... or if it still possible in this version? Thank you in advance for the help. Alina.

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Can't locate object method "png" via package "GD::Image"
by Dennis Kavadas 14 Jun '06

14 Jun '06

hi all i'm getting this error when trying to stat a graph Can't locate object method "png" via package "GD::Image" at ../..//Kernel/Modules/SystemStats.pm line 330 Am ii missing a perl module ?

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Re: otrs Digest, Vol 35, Issue 22 (Out of Office)
by Mark Crum 14 Jun '06

14 Jun '06

I will be out of the office until Monday June 19th, 2006. If you need further assistance please contact HelpDesk at extension 5221. I will respond to your message when I return on Monday. Mark

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Ticket-Locking on creation
by Alexander Scholler 14 Jun '06

14 Jun '06

Hi, I don't want to get a ticket assigned without a "handover"-message (explaining what should be done through the previous agent). As a part to achieve this, I disabled the possibility of selecting a ticket-owner within the ticket-creation dialog (Ticket::Frontend::NewOwnerSelection). The problem now is, that I can't directly lock tickets within ticket-creation if I want to continue to work on the ticket. Instead, I have to create the ticket, go to queue-view and lock the ticket. OTRS v1.x had a check-option "lock ticket" to do this. In OTRS v2.x this feature is no longer available. Any advice? And can you tell me how to force the agent that he has to write a "handover"-message when changing the owner of a ticket? Bye, Alex

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