October 2007 - otrs - OTRS mailing lists

Split ticket problem
by Sándor Fehér 23 Oct '07

23 Oct '07

Hi, I realized a bug in 2.2.3. When I want to split a ticket and search for customers against my LDAP db then it hangs with [Tue Oct 23 19:44:14 2007][Error][Kernel::System::Ticket::TicketSearch][3813] ORA-00936 This is why because the where condition was set in bad format. I don't know where to submit the patch. I think it might be useful for some of you. It works for me against 2.2.3 Regards, Sandor

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Problem with UTF after upgrade from otrs 2.04 to 2.2.3
by Maistros Stelios 23 Oct '07

23 Oct '07

Hello, I upgraded my otrs installation from version 2.0.4 to version 2.2.3. I run the proper scripts to update the db schema but after the scripts completed without any errors I have encountered a problem with the db collation. Specifically, any information that was entered in Greek is not displayed properly. I am using mysql5, perl 5.8.8 on Fedora 5 In the /otrs/Kernel/Config.pm I have the line $Self->{'DefaultCharset'} = 'utf-8'; And in In the /otrs/Kernel/Language/en.pm I have the line $Self->{Charset} = ['us-ascii', 'UTF-8', 'iso-8859-1', 'iso-8859-7']; (iso-8859-7 is the greek char set) but it does not seem to make a difference - the tickets are there but the encoding is not working properly. Afterwards I also did the following: In /opt/otrs/scripts/tools I noticed the scripts -rwxrwxr-x 1 apache apache 2288 Sep 13 10:14 charset-convert.pl -rw-rw-r-- 1 apache apache 3504 Sep 13 10:14 convert_db_to_utf8.pl I tried them, first by converting the db dump by doing # charset-convert.pl -s <latin1> -d <utf8> -f dump.sql And the then loading back the converted dump into mysql. My tickets are all there, but the encoding on the greek text is a mess Any ideas anyone ? Thank you, Stelios

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Stats reports ?
by Agim Cami 23 Oct '07

23 Oct '07

I would like to check the performance of the sevice team. I tried to create reports, for exemple, based on difference of ticket's creation time and ticket's close time. This is not possible. Have somebody any exsperience on this issue? Agim

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Q: Cron: Message: Need User or UserID! - $HOME/bin/PendingJobs.pl
by Håvard Sørli 23 Oct '07

23 Oct '07

Suggested solutions ? ---------------------- From: root@localhost (Cron Daemon) To: otrs@localhost Subj: Cron <otrs@localhost> $HOME/bin/PendingJobs.pl >> /dev/null ERROR: OTRS-PendingJobs-10 Perl: 5.8.5 OS: linux Time: Tue Oct 23 08:45:04 2007 Message: Need User or UserID! Traceback (16703): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.147) Line: 1785 Module: /opt/otrs/bin/PendingJobs.pl (v1.27) Line: 178 ----------------------- If I run $HOME/bin/PendingJobs.pl from the command line as the otrs user, then it works. No errors. ----- $ cat pending_jobs # -- # cron/pending_jobs - pending_jobs cron of the OTRS # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: pending_jobs.dist,v 1.9 2006/10/20 16:46:14 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # check every 120 min the pending jobs 45 */2 * * * $HOME/bin/PendingJobs.pl >> /dev/null -- Thank for your help ! hs

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iis & otrs?
by Gábor Rell beltex 22 Oct '07

22 Oct '07

Hi! I’m new on this list so Hi everybody. I want to install otrs on a windows platform and now I have some problem. Now i am able to get the index.pl and it is asking for username and password. If I log in with a wrong username it is show that the password is wrong. When I want to log in with the default username and password (root@localhost/root) it doesn’t do anything. It shows the error message: 'CGI Error The specified CGI application misbehaved by not returning a complete set of HTTP headers.' And in the address bar I can see '/index.pl?' no ?session... or something else. So is there someone who successfully implamented otrs on a windows platform? Thank you for your answers. -- Gábor Rell

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Charsets
by Marius Flage 22 Oct '07

22 Oct '07

Hehe, I generating quite some traffic on this list with all my questions. I should really have compiled a few of them into one email, but here goes. I'm trying to do LDAP integration with AD, and it's so far working just fine, except for one thing: national characters. As far as I know AD outputs unicode, so I thought setting the default charset to utf-8 would interpret the strings correctly - I was mistaken. However, if I leave the charset at iso-8859-1 and then change the charset in Firefox manually, then voila, all names are displayed correctly. How to fix? Marius

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Shared Responsability Tickets
by Harry Cruz 22 Oct '07

22 Oct '07

Hello, everyone! Is there a way to have shared responsability tickets? I mean, in my company we frequently have an situation in which two agents are in charge of handling a customer request. Has anyone ever done that? Best regards, Harry

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db error
by Peter Hoogkamer 22 Oct '07

22 Oct '07

Hello everybody, Since today I am no longer able to send emails to my otrs::itsm system. I did a manual PostmasterPOP3 execute and this was the result: Message 1/1 (otrs(a)srvhkm.trend.nl) ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Oct 22 14:35:48 2007 Message: No PriorityID for 3 normal found! Traceback (5184): Module: Kernel::System::Priority::PriorityLookup (v1.9) Line: 280 Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 387 Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148 Module: Kernel::System::PostMaster::Run (v1.65) Line: 324 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 DBD::mysql::db do failed: Column 'ticket_priority_id' cannot be null at C:/OTRS/ otrs/Kernel/System/DB.pm line 387. ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Oct 22 14:35:48 2007 Message: Column 'ticket_priority_id' cannot be null, SQL: 'INSERT INTO ticket ( tn, title, create_time_unix, type_id, queue_id, ticket_lock_id, user_id, respon sible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_start_time, escalation_response_time, escalation_solution_time, timeo ut, service_id, sla_id, valid_id, create_time, create_by, change_time, change_b y) VALUES ('2007102210000141', 'test', 1193056548, 1, 2, 1, 1, 1, 1, NULL, 1, 0, 1193056548, 0, 0, 0, NULL, NULL, 1, current_timestamp, 1, current_timestam p, 1)' Traceback (5184): Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 447 Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148 Module: Kernel::System::PostMaster::Run (v1.65) Line: 324 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Oct 22 14:35:48 2007 Message: create db record failed!!! Traceback (5184): Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 489 Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148 Module: Kernel::System::PostMaster::Run (v1.65) Line: 324 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Oct 22 14:35:48 2007 Message: Can't process mail, see log sub system! Traceback (5184): Module: main::FetchMail (v1.25) Line: 209 Module: PostMasterPOP3.pl (v1.25) Line: 125 Connection to srvhkm.trend.nl closed. Is this a bug?? Thanks, Peter

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receiving emails
by hamood Iqbal 20 Oct '07

20 Oct '07

Hi, Guys otrs is very good software . i can send email from otrs. but how can i receive email form the users ? Thanks

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Stats reports and service performance?
by Agim Cami 20 Oct '07

20 Oct '07

I would like to check the performance of the sevice team. I tried to create reports, for exemple, based on difference of ticket's creation time and ticket's close time. This is not possible. Have somebody any exsperience on this issue? -- Agim

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