January 2007 - otrs - OTRS mailing lists

Notifications
by Gonzalo Servat 29 Jan '07

29 Jan '07

Hi All, I've just switched from RT to OTRS (RT is great, but it requires too many dependencies and far too advanced for my needs). So far I have everything pretty much how I want it. The only thing I'd like to be able to do is configure events, for example if I change the state of a ticket to Closed, THEN send an e-mail to the user. For any other state, don't send anything. Is this possible? Thanks! Regards, Gonzalo

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Need demo data for OTRS 2.1
by gross＠prival.ca 27 Jan '07

27 Jan '07

Hi list! I am testing out OTRS 2.1 as we are looking for a good open source ticket tracking solution. We would like to test the stats features a bit more, would anyone have a relatively big database of tickets, either dummy or real with no confidential information that they would be willing to share? Thank you Guillaume Ross Systems administrator www.prival.ca -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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Installation problems - newbie questions.
by Liz Burke-Scovill 26 Jan '07

26 Jan '07

Hi, all. My apologies up front for what are probably newbie questions. Let me first explain what some of my constraints are and then describe my problem: 1. I cannot install as root - I *do not* have root access...or su access or sudo access for that matter. I am working on installing OTRS as a demo installation for a project that will evaluate whether or not to use OTRS as part of our current environment. It is likely that we will continue to keep OTRS set up in a similar manner so that the Build/Tools team may continue to support it. 2. I must use Oracle as a db back end. So far that has not been an issue. I've been able to run the sql scripts without a problem. 3. The dir where I am installing this is not in the home directory of the user that I am using to install OTRS. Again, not something that is easily changed in our environment. So. That being said. I'm trying to install to the following: RHEL4 update 3 or 4 Oracle 10g Perl 5.8.5 Apache 2.0.59 I am getting the following error: Died at Defaults.pm line 1803. The line in question is telling me that $HOME/RELEASE file is not available. Regardless of whether I set $HOME manually or not to $OTRS_HOME, I get this error. a) can I just use on of the binaries at this point? If so - which one? It says there's one for RH 7 and 8, but nothing for RHEL4? b) I've gotten far enough into building from source, that I'd love to be able to figure this out - but honestly my demo is coming up quickly and I have other documentation I have to get done before then. Any other ideas? Thank you for your time and assistance. Liz -- Imagination is intelligence having fun... fiddledragon(a)gmail.com

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Survey Modules
by Dave Wojciechowski 26 Jan '07

26 Jan '07

Anyone use the survey modules and if so how do they work for you?

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Sync bind failed!
by mike conigliaro 26 Jan '07

26 Jan '07

i get this error when an agent logs into the system with ldap authentication. [Error][Kernel::System::Auth::LDAP::Auth][Line:257]: Sync bind failed! No password, did you mean noauth or anonymous ? does anyone know what this means? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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No plain email in backend
by Nils Breunese (Lemonbit) 26 Jan '07

26 Jan '07

Hello, I received an email that has both a plain text and an HTML version of the message as attachments. The message displays in OTRS just fine (the plain text version). However, when I want to view the message source I get the following error: ---- Can't read plain article! Maybe there is no plain email in backend! Read Backend[..] Commentaar: Please contact your admin! Foutrapport: Terug traceren: ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Fri Jan 26 16:06:26 2007 Message: No plain article (article id 8729) in database! Traceback (18031): Module: Kernel::System::Ticket::ArticleStorageDB::ArticlePlain (v1.37) Line: 318 Module: Kernel::Modules::AgentTicketPlain::Run (v1.4) Line: 71 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 ---- Any ideas? I already submitted this to Bugzilla: http://bugs.otrs.org/ show_bug.cgi?id=1594 Nils Breunese.

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Email between agents
by remi 26 Jan '07

26 Jan '07

Hi list, I'd appreciate some advice. I'm using OTRS for a support box with a staff of 4 people. This works pretty good :-) Incoming tickets can be assigned to people etc. Each agent currently also has their own webmail box, name@company. Since some clients send support requests to the agent directly, I thought it'd be nice to include these boxes also into OTRS (using pop3). The management of e-mail the OTRS way is easier than a box full of mail via POP3 anyway ;-) Wel, I've setup the queues etc. The mail comes into the queues and this works well. Since all 4 agents have their mail in ORTS, and also the support box, what would be the best way to e-mail another agent? I mean a new ticket here, not a note to a customer ticket. Just as you would do when you wrote a new mail to a colleague using a mail client. Agents used to send mail to each other at name@company, but when they do this with OTRS, this mail does not arrive in the queue of the particular agent, but is added to the ticket owned by the sending agent. (of course it is!) Since the sending agent usually creates this ticket from their own queue, they have to make sure to move the ticket to the queue of the receiver (and need permissions for that), change the owner to the name of the agent the message is for and also make sure the ticket isn't locked. Is this the way it is supposed to work, or is there an easier way to send mail to another agent? I'm a bit confused :-) Thanks for any help! grtx,remi

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[error] Got no TicketObject! at /opt/otrs/Kernel/Output/HTML/NotificationAgentTicketSeen.pm line 30.
by Steve Shippa 26 Jan '07

26 Jan '07

I've been running otrs 1.3.2 for a few years now on Solaris 9, postgresql 7.{something} (can't remember off the top of my head) and it's now time to upgrade. I've built Solaris 10, postrgresql 8.x, and downloaded otrs 2.1.4, configured the web server (apache2 w/mod-perl), etc, etc. I get the logic screen and when I attempt to login (root@localhost) I get this in the otrs.log file: [Wed Jan 24 21:17:30 2007][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok This looks right to me, but then after waiting about a minute (some sort of timeout), I get the following error in the browser: Software error: Got no TicketObject! at /opt/otrs//Kernel/Output/HTML/NotificationAgentTicketSeen.pm line 30. Nothing else shows up in the otrs.log and get the same error in the apache log: [error] Got no TicketObject! at /opt/otrs//Kernel/Output/HTML/NotificationAgentTicketSeen.pm line 30. I've googled and searched the mail archives, but have been unsuccessful in my searching. Does anyone have any ideas? Thanks, -Steve

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Re: Error: Need TicketID!
by daniele.otrs 25 Jan '07

25 Jan '07

The page is CustomerHeader.dtl in \OTRS\otrs\Kernel\Output\HTML\Standard Help !!!! ----- Original Message ----- From: daniele.otrs To: User questions and discussions about OTRS.org Sent: Thursday, January 25, 2007 5:47 PM Subject: Error: Need TicketID! I have modified page CUSTOMER inserting the logo of the society. Now when a CUSTOMER opens a TICKET has the following message Errore: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Jan 25 17:37:36 2007 Message: Need TicketID! Traceback (440): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.128) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.12) Line: 285 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16) Line: 695 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 . Why?

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Error: Need TicketID!
by daniele.otrs 25 Jan '07

25 Jan '07

I have modified page CUSTOMER inserting the logo of the society. Now when a CUSTOMER opens a TICKET has the following message Errore: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Jan 25 17:37:36 2007 Message: Need TicketID! Traceback (440): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.128) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.12) Line: 285 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16) Line: 695 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 . Why?

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