August 2006 - otrs - OTRS mailing lists

Trying MOD_PERL with otrs 2.0.4
by Her, Andre 23 Aug '06

23 Aug '06

I have problems starting otrs 2.0.4 with mod_perl My environemt is: Solaris 8 Apache 2.2.? Mysql 5.0.20 ( not relevant here, but to be complete) Mod_perl 2.0.2 Perl 5.8.8 ( configured to look into ../perl5.8.0 ) Important here, I think, is that 1) the apache server run with 2 virtual host, only one is used by OTRS, the other form another application under php5.0?? 2) the document root is /usr/otrs and NOT under /usr/local/apache ( apache is installed under /usr/apache2.2.3/ ) It use to work while running CGI, but the server ( an old Ultra1 ) was that slow that I decided to have a try with mod_perl. The error are all related to : 6] [error] Can't locate Kernel/System/Web/InterfaceAgent.pm in @INC (@INC contains: /export/home/apache2.2.0/bin/../.. /export/home/apache2.2.0/bin/.. /usr/local/lib/perl5/5.8.0/sun4-solaris /usr/local/lib/perl5/5.8.0 /usr/local/lib/perl5/site_perl/5.8.0/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.0 . /export/home/apache2.2.0) at /usr/otrs/bin/cgi-bin/index.pl line 42.\nBEGIN failed--compilation aborted at /usr/otrs/bin/cgi-bin/index.pl line 42.\n So mod_perl is looking for perl modules in /export/home/apache2.2.0/bin as a result of the FindBin($Bin) in the index.pl. I wonder how to correct this without to much re-write !? Many thanks in advances Andre

2 3

Error when forwarding tickets
by Danie 23 Aug '06

23 Aug '06

Getting the following error when trying to use the "Forward" link in the Zoom function : Message: Need From! Traceback (16408): Module: Kernel::System::Ticket::Article::ArticleSend (v1.94) Line: 1254 Module: Kernel::Modules::AgentTicketForward::SendEmail (v1.8) Line: 527 Module: Kernel::Modules::AgentTicketForward::Run (v1.8) Line: 80 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Not sure what this error message means , anyone else come across this ?

2 2

Customer-Notifications on ticket creation and _closure_
by Alexander Scholler 23 Aug '06

23 Aug '06

Hi, many people regret that OTRS does not allow to automatically send the customer a mail when his ticket was closed. I now wrote a script to do this job - see attachment and the comments inside how to use it. Explanation: * I added a freekey/text-pair with specific values that indicate if a customer notification shall be send on ticket creation and closure. * This field is set to "notify on both" by default and can be changed e.g. on ticket creation and later activities. * my script must be run by cron-daemon (e.g. every 5 min) and searches for all tickets with the specific freekey/text-pair. * it sends the notifications where necessary and changes the freetext (to indicate that the notification sent must no longer be send) * you can change the notification-behaviour (e.g. suppress or resend a notification) by manually changing the freetext. This script adds the feature of * ticket-closure-mails * ticket-individual disabling mails on ticket-creation (that's not possible with auto-answers on standard-OTRS). I used customer-notifications instead of auto-answers. Why? I don't know! Give my a hint what's the difference in customer-notifications and auto-answers on my specific use... I would be really pleased about feedback on my script! I wrote another script that send agent-notifications * on open tickets (which should be worked on) * if there is no agent-activity for the last x minutes (e.g. writting a note) and * if the last notification is more than x minutes ago "x minutes" is priority-depending. This script should enforce the working on open tickets through the agent and the amount of such notifications sent can be used within statistic analysis. Tell me if you're interested in this script. Bye, Alex

1 0

Another bug, I could reproduce the error situation for this case
by Zhang Wayne 23 Aug '06

23 Aug '06

ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: MSWin32 Time: Wed Aug 23 13:14:11 2006 Message: Lost connection to MySQL server during query, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (2314, ?, current_timestamp, 2, current_timestamp, 2)' Traceback (1944): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.31) Line: 203 Module: Kernel::System::Ticket::Article::ArticleSend (v1.94) Line: 1327 Module: Kernel::Modules::AgentTicketEmail::Run (v1.12) Line: 644 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::E_3a_HelpDesk_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 _________________________________________________________________ 享用世界上最大的电子邮件系统― MSN Hotmail。 http://www.hotmail.com

1 0

Re: [otrs] When I upload the attachment with mht, system show me error as below
by Zhang Wayne 22 Aug '06

22 Aug '06

Please check the enclosed file, thanks >From: Christian Schoepplein <christian.schoepplein(a)otrs.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: Re: [otrs] When I upload the attachment with mht,system show me error as below >Date: Tue, 22 Aug 2006 13:44:49 +0200 > >Hi, > >On Tue, Aug 22, 2006 at 06:50:08AM +0000, Zhang Wayne wrote: > >Software error: > >can't have encoding base64 for message type message/rfc822! at > >E:/HelpDesk/otrs//Kernel/System/Email.pm line 271 > > > >For help, please send mail to the webmaster (admin(a)your-domain.com) giving > >this error message and the time and date of the error. > >Send such a mht file to me please. I've heard of such a problem before >but I was not able to reprodce it. Maybe the mht file was broken. > >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! > ><< signature.asc >> >_______________________________________________ >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/ _________________________________________________________________ 享用世界上最大的电子邮件系统― MSN Hotmail。 http://www.hotmail.com

1 0

ticket creation with user defined as read only
by Alan McKeown 22 Aug '06

22 Aug '06

Hello All, I have set up a user to be read only for a number of GROUPS. I can however create a ticket logged in as that user. Can anyone please explain how to stop this behaviour. Regards Alan Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com <http://www.joraph.com/> ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

2 1

When I upload the attachment with mht, system show me error as below
by Zhang Wayne 22 Aug '06

22 Aug '06

Software error: can't have encoding base64 for message type message/rfc822! at E:/HelpDesk/otrs//Kernel/System/Email.pm line 271 For help, please send mail to the webmaster (admin(a)your-domain.com) giving this error message and the time and date of the error. _________________________________________________________________ 免费下载 MSN Explorer: http://explorer.msn.com/lccn/

2 1

I need upload the attachment when I close the ticket
by Zhang Wayne 22 Aug '06

22 Aug '06

I need upload the attachment when I close the ticket, could you tell me which setting or code could modify to achieve my objective, thanks! _________________________________________________________________ 免费下载 MSN Explorer: http://explorer.msn.com/lccn/

1 0

convert a ticket to a FAQ
by Jeff Lansidel 21 Aug '06

21 Aug '06

Hi, How to convert a ticket to a FAQ? Can this been done or maybe be an enhancement down the road? If it can, could someone direct how to it please. Thank You, Jeff

2 1

Status Change via note
by Andy Lubel 21 Aug '06

21 Aug '06

Why cant we change the status of a ticket without emailing the user? There are some internal status changes that happen before a ticket is closed and the agents would prefer not to email the customer when they change the status every time. I have seen that the phone call option allows me to change the status without emailing the customer, which is good; and it also allows the customer to see in the ticket history when a status is changed. But the naming of it causes confusion.. Anyone have similar situations and found a way to make it work? -Andy Lubel --

5 8