December 2007 - otrs - OTRS mailing lists

Date format in otrs 2.2.4
by Michael Mansour 13 Dec '07

13 Dec '07

Hi, The current date format defined in the software is: mm/dd/yyyy How can I change this to: dd/mm/yyy ? Thanks. Michael.

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OTRS package installation error
by djroger abalando 12 Dec '07

12 Dec '07

I try to install OTRS::ITSM but i am behind proxy. I tried to install by downloading the packages. When i click on the button continue on the installation i get the error: Need File/Package! But i already installed the dependencies. I try to intall ITSMTicket and already have installed the following packages: - GeneralCatalog 1.0.4 - LinkObject 1.0.4 - ITSMCore 1.0.4 - ITSMService 1.0.4 The system is runing in a Fedora Core 5 box. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Dec 12 17:49:42 2007 Message: Need File/Package! Traceback (9693): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.4) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.4) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.1) Line: 1073 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Sorry for my poor english... Thanks... -- DJ ROGER Abalando as estruturas www.bsbblack.com

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Host-based theming...
by Ray Crawford 12 Dec '07

12 Dec '07

Is anyone doing this? What level of success are you seeing with it? Can I really change the theme that the use sees at the customer login and beyond by using http://exampleA.gibrlatarinteractive.com <http://examplea.gibrlatarinteractive.com/> and http://exampleB.gibraltarinteractive.com <http://exampleb.gibraltarinteractive.com/> ? The reason why I asked is I tried changing another theme oriented configuration in the Defaults config file (the one which handles the standard theme) and it didn't work. Also, I was wondering if anyone had created a script to set up a client (i.e., default queues, e-mail address retrieved into that Queue's raw queue and new theme) interface easily. Thanks! RAY CRAWFORD GIBRALTARinteractive (859) 468-5313 (phone) <http://www.gibraltarinteractive.com/> http://www.GibraltarInteractive.com The Interactive UNAgency Agency

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How do I set up my own Theme?
by Justin Holt 12 Dec '07

12 Dec '07

Hi everybody, I recently installed OTRS and I love it so much. I've played with it a lot and got quite used to it. The only thing is I am on a windows 2000 server with OTRS 2.2.4 installed, and I can't figure out for the life of me how to customize the interface. Was there something I missed while running the installer, because when it comes to the customer page, I would like it to be set up for the town I work for. We plan to use it to manage our work orders instead of having the users call looking for help. I'm just trying to figure out if it was just something I missed or is there some way I can edit whatever file it be, be it .dtl, .html., or .whatever. If you can help that would be greatly appreciated. If I can't find a useful solution, I may have to find another piece of software to suit my needs. Justin Holt (I did see some of the work people have done, and I love it, I just would like to know how. I've looked through all information I could find in the documentation portion of otrs.org, but I must have missed something.)

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re-installing fron scratch without missing tickets
by Daniele 12 Dec '07

12 Dec '07

I believe I have a not well done installation of otrs 2.2.3 because sometimes I find errors that none else than me find and ask for in these forums. I would like to backup all my ticket (and follow up), reinstall from scratch and then restore each ticket. How can I do this? How can I restore the db if the source of incorrect behaviour is (I suppose, I don't know) due to the database? Thank you in advance Daniele

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what is "pending autoclose+/-" ?
by Mike Lykov 12 Dec '07

12 Dec '07

Hi all. By default, OTRS create states like new/open/closed, its needed in process (although about difference between new and open I not guess straight away) Also it create states pending autoclose+ pending autoclose- how it work? what difference between this? Can the system work with scheme like this: agent answer on customer email, and if customer do not reply or send followup on that ticket again in 3 days, ticket auto-closing ? this scheme must be "by-default" without any agent actions. Or better use genericagent functionality? Mike

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Customer notification on follow up
by Matas Labasauskas 12 Dec '07

12 Dec '07

Hello, is it possible to receive notification for Customer via e-mail (Outlook) on follow up? In case this Customer is tracking tickets of several companies, not only tickets created by himself. All the tickets are visible for him via Customer interface, but to make it more convenient Customer is asking to send e-mail if there is an answer to any of existing tickets to force him to log in via Customer interface only for significant reason and not to log in many times hoping for an answer. thank you in advance, Matas

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Compliance problem OTRS with fedora core8 + Perl> 5.8.8.25
by Denis Julien 12 Dec '07

12 Dec '07

Hi, I encountered a following problem : I'm using Fedora core 8 with perl 5.8.8.32 and at the first login just after the install the index.pl crash displaying "Internal Server error". The error log of httpd indicates the following message : "Attempt to free unreferenced scalar: SV 0xbcd788dc, Perl interpreter: 0xbc365e98 at /opt/otrs//Kernel/System/Config.pm line 1325." Searching on the net, I encountered the description of the same crash here after : ----------------------------------------------------------------------------- This happened with OTRS 2.2.3 and 2.2.4, usign Fedora Core 7 and Core 8. The problem occurred after upgrading perl packages (as i said, this happens with perl 5.8.8-25 (at least)) with Fedora Core 7, then i upgraded to Fedora Core 8 (i was thinking that could be a problem related with the OS), but OTRS crashed with that OS too (Fedora 8, of course, has new perl packages by default). Then i changed to CentOS 5 (which uses older perl versions) and everything runned fine. After this, i made some tests in other machine with Fedora Core 7 with a fresh installation of OTRS::ITSM 1.0.4, and everything was fine until perl upgrade was made. Then i realized that the problem was related with the new perl package. Actually, searching over the internet, i found this https://bugzilla.altlinux.org/show_bug.cgi?id=13366 (it's greek, but you can see that it reports the same crash than me, less than a week ago, when the perl packages was released). I already reported this bug to the otrs bugzilla (right now otrs domain seems to be down, but i'll send you the bug id). --------------------------------------------------------------------------------------- Best regards Denis

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stats
by Gábor Rell beltex 10 Dec '07

10 Dec '07

Hi I need some statistics about our ticket system but I can't make what I need. For example I need to know the average age of tickets by queues or for a time period (for a week). Has anybody done this yes? Is there any other way to make stats or only the built in 'editor'. -- Gábor Rell

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error message: Need TicketID!
by Eric Ververs 10 Dec '07

10 Dec '07

When i try to create a ticket using the customer interface i get this error message. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Dec 10 11:42:10 2007 Message: Need TicketID! Traceback (3840): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 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 The users can create tickets. How can i solve this problem?

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