December 2007 - otrs - OTRS mailing lists

Customizing TO: section of custumer frontend
by Serbulent UNSAL 07 Dec '07

07 Dec '07

Hi all, We are a development team from Turkey. We gave support to various customers and we would like that customize TO: section at customer frontend at new ticket section. For example customer X can only see and submit ticket to XCompTickets queue and customer Y can only see and submit ticket to YCompTickets queue. Can it be done ? Or we make a new feature request to development team ? Thanks in advance. Serbulent UNSAL

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Problem installing OTRS 2.2.3
by David Salgado Vidal 06 Dec '07

06 Dec '07

Hi. I'm trying to install OTRS over Linux Red Hat ES 5 using a Oracle database, but it doesn´t work. When I run "otrs.checkModules", it says that I have all except DBD::mysql, which I suppose that I don't need. If I run "CheckDB.pl" I receive next error install_driver(Oracle) failed: Can't load '/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/DBD/Oracle/Oracle.so' for module DBD::Oracle: /usr/lib/oracle/10.2.0.3/client/lib/libocijdbc10.so: no se puede restaurar el `prot' del segmento despuÃ©s de la relocalizaciÃ³n: Permiso denegado at /usr/lib/perl5/5.8.8/i386-linux-thread-multi/DynaLoader.pm line 230, <PRODUCT> line 4. at (eval 19) line 3 Compilation failed in require at (eval 19) line 3, <PRODUCT> line 4. Perhaps a required shared library or dll isn't installed where expected at /opt/otrs/Kernel/System/DB.pm line 197 And when I try to access to OTRS URL, I receive next error. Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 81, <PRODUCT> line 4. For help, please send mail to the webmaster (root@localhost <mailto:root@localhost> ), giving this error message and the time and date of the error. I've installed this software in my otrs server Redhat EL 5 oracle-instantclient-devel-10.2.0.3-1 oracle-instantclient-sqlplus-10.2.0.3-1 oracle-instantclient-basic-10.2.0.3-1 Perl 5.8.8 OTRS 2.2.3 The database is Oracle 9i Could anybody tell me something about it? Thanks. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

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Sending notficiations to customers only upon closing a ticket
by grauflut 06 Dec '07

06 Dec '07

Hi, I've been working on this problem several times throughout 2004 when I first stepped on it (see http://lists.otrs.org/pipermail/otrs-de/2004-January/000368.html f.e.). When enabled, OTRS send a message to the ticket customer every time the ticket status changes. That was not what I wanted, as it's simply too many email messages, and people tend to simply delete them instead of reading them. OTRS should only send a message when a ticket is being closed. Solution: modify Ticket.pm OTRS v. 2.4.2, default setup, i.e. "closed successful" = StatusID "2" and "closed unsuccessful" = StatusID "3". -> Ticket.pm, line 4192 before: if (!$Param{SendNoNotification}) { after: if (!$Param{SendNoNotification} && ($Param{StateID} == '2' || $Param{StateID} == '3')) { I'm pretty sure, this can be done more elegantly, but it works :) Cheers, Peter.

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"Pending reminder" where should be "closed"
by Frank Hauptle 06 Dec '07

06 Dec '07

I'm writing a little stats script to do some custom stuff and I've just noticed that the state of some closed tickets is still "pending reminder" I thought once a ticket has been closed the reminders stop, and that would also update the state to "closed" but this doesn't seem to be the case.. Is there some cron process that should have updated the state field in the ticket table ? rgds Frank

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How to add New priority options
by Brett Wells 06 Dec '07

06 Dec '07

I've been searching for a couple of days for a way to add new priorities beyond the 5 defaults that are present in the system. I've added a 6th in my mysql database but the option doesn't appear in any of the drop down lists when creating or modifying a ticket. Please let me know what I need to do to get it working. -- Thanks, Brett Wells IT, Systems, Network, Software Administrator

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How can admin see tickets locked by others?
by Oleg Polovinkin 05 Dec '07

05 Dec '07

Hello! I'm admin of OTRS. I need to periodically check for list of locked tickets, analyse, who locked it, when. And sometimes I need to unlock some locked ticket. Auto-unlock is not what I need, I need to have possibility to do it manually. Is it possible? -- Sincerely yours, Oleg Polovinkin o.polovinkin<at>optima<dot>ua Billing Dept, Optima Telecom Dnipropetrovsk, Ukraine

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RE: [otrs] Problem installing OTRS 2.2.3
by Phil Morris 05 Dec '07

05 Dec '07

> I'm trying to install OTRS over Linux Red Hat ES 5 using a Oracle database, but it doesn´t work. <snip> I would try the 'full' oracle client software rather than the instant client - having had problems with this in the past. Also it seems you have another problem with your logging which I'm guessing is permissions related, perhaps when you see this log you may get more info. Hope this helps

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RE: [otrs] Broken item in the Navbar
by Phil Morris 05 Dec '07

05 Dec '07

> At some point during our life of OTRS, we seem to have gained an Item into our navbar with no description etc. It appears between the 'Logout' and 'Preferences' items, and is just a broken image with an ALT tag full of junk code. > Looking at the page source, there is an unterminated string constant in the html, resulting in a lot of perl markup being dumped into the ALT tag. > I've traced this into the .dtl and I can see the Item block code which is responsible, but I've trawled through our config files and I cannot find a navbar entry that has null descriptions/names. > Has anyone else seen this, or can provide any insight on how to debug the system to find out an entry in the config which is feeding this item? I neglected to mention, this was noticed following our upgrade to Version 2.1.7 from 2.0.x We've just noticed also that the bulk action page is blank :(

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Mas import users
by Maurice James Ny 04 Dec '07

04 Dec '07

Is there a way to mass import customer users? I found the script to mass import agents.

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User database
by Alexandru Palade 04 Dec '07

04 Dec '07

Hi, I would like to integrate OTRS to my e-commerce website and I was wondering if there is any easy way to make OTRS work with my user database. I have browsed the manual but didn't find anything related. Any suggestion would help me a lot. Thanks in advance, Alexandru Palade.

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