January 2007 - otrs - OTRS mailing lists

RE: [otrs] Strange Perl error
by Mark de Bruijn 22 Jan '07

22 Jan '07

Im having the same issue. It started when i scheduled a PostmasterPOP3.pl job in Windows. Could it be that the standard windows scheduler in cooperation with Perl causes this error? Regards, Mark de Bruijn -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bud Bennett Sent: maandag 22 januari 2007 16:42 To: otrs(a)otrs.org Subject: [otrs] Strange Perl error I've been noticing some odd behavior with Perl which was installed with the windows installation of OTRS. The OS is Windows 2003 Server. Basically, it's segfaulting every 10 minutes and has been Doing this every day for the last month. Here's the Error that I'm getting in the event viewer. Faulting application perl.exe, version 5.8.8.819, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. This isn't really affecting the operation of OTRS at all, But it's just clogging up the event viewer with garbage. It seems to be so regular, could it be related to the mail Function? Any ideas as to how to troubleshoot this? Thanks. -- Bud Bennett Server and Network Infrastructure Specialist Phone : 403-260-6641 Cell : 403-809-9979 E-mail: bbennett(a)electrobusiness.com ElectroBusiness The document exchange companyT 258 - 3553 31 Street NW Calgary, Alberta Canada T2L 2K7 Customer Support: call 403-266-6272 (Select option 1) or email support(a)electrobusiness.com The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. _______________________________________________ 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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Strange Perl error
by Bud Bennett 22 Jan '07

22 Jan '07

I've been noticing some odd behavior with Perl which was installed with the windows installation of OTRS. The OS is Windows 2003 Server. Basically, it's segfaulting every 10 minutes and has been Doing this every day for the last month. Here's the Error that I'm getting in the event viewer. Faulting application perl.exe, version 5.8.8.819, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. This isn't really affecting the operation of OTRS at all, But it's just clogging up the event viewer with garbage. It seems to be so regular, could it be related to the mail Function? Any ideas as to how to troubleshoot this? Thanks. -- Bud Bennett Server and Network Infrastructure Specialist Phone : 403-260-6641 Cell : 403-809-9979 E-mail: bbennett(a)electrobusiness.com ElectroBusiness The document exchange companyT 258 - 3553 31 Street NW Calgary, Alberta Canada T2L 2K7 Customer Support: call 403-266-6272 (Select option 1) or email support(a)electrobusiness.com The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message.

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RE: [otrs] Time Accounting report
by Beugen, Peter van 22 Jan '07

22 Jan '07

I think this will do: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE year(t.create_time) = '2006' GROUP BY t.create_by It will give you userid, firtstname, lastname, total work-units In 2006 Custom the query yourself or mail me if you need any more help regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Atanas Karashenski Verzonden: maandag 22 januari 2007 15:43 Aan: otrs(a)otrs.org Onderwerp: [otrs] Time Accounting report Hello, I use OTRS 2.1.4 on SuSE 10.2 and I want to create a report which calculates work units spent by agents working on tickets with particular customerID during given month. Is it possible to create such report using report creation wizard or I have to do additional coding? In case I have to do some coding what is the way to integrate it with OTRS - I checked developer documentation, but it seems that there are some differences between 2.0 and 2.1 versions (Only 2.0 is available on the web site). Thank you very much Atanas Karashenski _______________________________________________ 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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sub-queue-ing
by Alex Mihicinac 22 Jan '07

22 Jan '07

Hi all, i've noticed, that OTRS allows only 3 levels of sub-queues. Is there a reason why is that and is it possible to extend that to more than 3 levels. Example: 1. level: main_queue: 2. level: sub_queue 3. level: sub_queue best regards, P.S. we are still using OTRS 2.0 - is this issue relevant for version 2.1 too? --alexm

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Notification problems
by Ramziddin Artykov 22 Jan '07

22 Jan '07

Hi I am currently analysing otrs 2.1 with some definite purposes I've noticed that it doesn't send any notification to user accaount when he receives new ticket from the customer. I've checked the checkbox that tells "Send me a notification if there is new ticket in my queues" i have "yes" to there. But it was useless. However it does send a notification about a follow-up What might be the problem. Please help ASAP. Regards Ramziddin

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Time Accounting report
by Atanas Karashenski 22 Jan '07

22 Jan '07

Hello, I use OTRS 2.1.4 on SuSE 10.2 and I want to create a report which calculates work units spent by agents working on tickets with particular customerID during given month. Is it possible to create such report using report creation wizard or I have to do additional coding? In case I have to do some coding what is the way to integrate it with OTRS - I checked developer documentation, but it seems that there are some differences between 2.0 and 2.1 versions (Only 2.0 is available on the web site). Thank you very much Atanas Karashenski

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Can't use an undefined value as a HASH reference
by Piergiovanni Gualotto 22 Jan '07

22 Jan '07

i have a problem in the some form , "Phone Ticket" or "Search" . When i insert in the text box "From :" a string to match a customer user i get this error : Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1005. and so in AgentUtilities , AgentEmail and i think with other Agents . In the line 1005 there is : ........... 1004 : if ($Param{ArticleID}) { 1005 : return %{$Content[0]}; 1006 : } 1007 : else { 1008 : return @Content; 1009 : } ......... thanks for reply ........ -- «««««««««««««««««««»»»»»»»»»»»»»»»»»»»» « Piergiovanni Gualotto » « Primeur » « Via Domenico Sansotta, 97 » « 00144 Roma - ITALY » «««««««««««««««««««»»»»»»»»»»»»»»»»»»»» @: piergiovanni.gualotto(a)primeur.com T: 010.8619437 M: 3297709285 W: http://www.primeur.com

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User information form different tables/databases?
by Serge Melnikov 20 Jan '07

20 Jan '07

Hello, probably this question was discussed here before, but is it possible to get a user information from different tables? Like login and password data from one table of external database and personal information from another? I tried to customize a database backend, like it is shown in documentation, but there is only one field "Table", where the table from the custom database, defined previously could be chosen. Is there anybody, who had the same problem and can help? -------------------------------- DJTUNES.COM GmbH Software Development Kohlenstraße 51 44795 Bochum, Germany Fon +49 234. 3 88 48 - 0 (Zentrale) Fon +49 234. 3 88 48 - 120 (Persönlich) Fax +49 234. 3 88 48 - 123 E-Mail: sme(a)djtunes.com www.djtunes.com -------------------------------- Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

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How tos
by prabhakar g 20 Jan '07

20 Jan '07

hi can any body send me howts to install otrs on centos -- thanx and regards Prabhakar.G

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service httpd restart problem..?
by prabhakar g 20 Jan '07

20 Jan '07

hi i am new to otrs i am intsalling otrs on centos ,when i installed everything and finally when i am trying to start httpd servise its giving me error service httpd restart Stopping httpd: [FAILED] Starting httpd: [Sat Jan 20 11:36:00 2007] [error] Can't locate Apache.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at /usr/lib/perl5/5.8.5/CGI.pm line 195.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 17.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.plline 17.\nCompilation failed in require at (eval 2) line 1.\n [Sat Jan 20 11:36:00 2007] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server otrs.globe7.com:0, exiting... [FAILED] please give me the solution -- Prabhakar.g Network Engineer Hyderabad-34,India

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