March 2007 - otrs - OTRS mailing lists

Re: [otrs] Intermittent 500 errors
by Mike Morris 03 Mar '07

03 Mar '07

This may not be at all related... however, here's what caused intermittent 500 errors for me: My apache config had two name-virtual hosts. Accessing otrs via one of them caused intermitted 500 errors. It's still not clear to me why. I had some config things in the "master" section (not inside either vhost section). Duplicating this info in both vhosts fixed the problem. So.... you might check your vhosts setup if you're using them. > > mod_perl may help with speed, but what about the 500 errors? > > I guess they shouldn't occur either way. > > Nils Breunese. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: I only look to the gracious protection of the Divine Being whose strengthening support I humbly solicit, and whom I fervently pray to look down upon us all. May it be among the dispensations of His providence to bless our beloved country with honors and with length of days. - Martin Van Buren, Inaugural Address, March 4, 1837 ------------------------------------

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Questions about using OTRS 2
by Reda Sadki 03 Mar '07

03 Mar '07

Hi, I'm still struggling with installation and configuration problems with OTRS under Debian. Despite these lingering problems, I've been able to use it *some* and already have many questions: * How do I delete items in the queue? Is there any way to permanently delete items like junk mail? * How do I deal with junk mail that's coming in via POP3 despite Spam Assassin automated removal? * How do I remove the [Ticket20070302xxxxxx] from the subject heading and force OTRS to read the e-mail headers to match responses to the correct ticket? Users are getting confused by the extra-long [ticket] subject heading and some mail clients assume it is spam because of it! Thanks for your help

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perl issue with OTRS
by Andrew Bergman 03 Mar '07

03 Mar '07

Hi, I resolved my earlier apache issue but now I am getting: Software error: install_driver(Oracle) failed: Can't load '/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' for module DBD::Oracle: libclntsh.so.9.0: cannot open shared object file: No such file or directory at /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/DynaLoader.pm line 230, <PRODUCT> line 4. at (eval 21) line 3 Compilation failed in require at (eval 21) line 3, <PRODUCT> line 4. Perhaps a required shared library or dll isn't installed where expected at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 195

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How to use the MOTD
by Mark de Bruijn 02 Mar '07

02 Mar '07

Hi Guys, I have searched a lot, but cant find how to correctly use the Message of the Day. My idea is that it switches automaticly, but the only way i have it working now, is editing the motd.dtl every day. Well is guess thats not the way its supposed to work. Can someone plz help me out? Regards, Mark de Bruijn

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How to prevent agent 'ownerupdate' notification
by Christophe Pouillet 02 Mar '07

02 Mar '07

Hi list, I've set up a generic agent job to detect ticket follow up messages, change 'ticket state' from 'new' to 'open' (because otrs does not do it automatically ) and change owner from 'root@localhost' to 'support' agent. Running the job, otrs sends an 'Ownerupdate' agent notification to 'support' agent because of ownership change. I don't want this notification being fired up by otrs. This agent preferences are set to no notification except for new tickets. Does anyone could show me a way to stop this automatic notification ? Thx *Christophe Pouillet* ------------------------------------------------------------------------

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OTRS perl script madness
by Reda Sadki 02 Mar '07

02 Mar '07

I'm seeing some very strange behavior from my installation of otrs 2.1.5. The wrong screens load intermittently. So for example I will click on the link to: http://88.191.14.190/otrs/index.pl?Action=AgentPreferences And instead of seeing the preferences screen, I get either the current screen to reload or another, apparently random, screen to appear! This happened in the midst of trying to sort out problems with mod_perl and 500 script errors. I've changed the apache.conf file and tried different settings, but I haven't actually touched otrs config files very much at all. Can anyone help me?

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Intermittent 500 errors with OTRS 2.1.5 under Debian ISPConfig
by Reda Sadki 02 Mar '07

02 Mar '07

I've installed OTRS and I'm trying to configure the admin panels. However, I get intermittent 500 errors, and OTRS is very, very slow -- usually between 5 and 20 seconds between each click! I've documented this extensively on howtoforge.com, but no one's been able to help: http://www.howtoforge.com/forums/showpost.php?p=62788&postcount=21 I know that I first need to fix the script errors, but I'm also very concerned about the performance. Thanks for your help

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New Email-Ticket - how to choose different signature?
by booger＠post.pl 02 Mar '07

02 Mar '07

Hello, When I write new Email-Ticket I can choose the queue "From", but i can not choose the signature from defined ones in Admin - Signatures. I have got several queues and every queue should have different signature (the amount of signatures = amount of queues). Is it possible to choose the signature or define it automatically for choosen queue? -- Arek

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otrs and apache 2 on RHEL4
by Andrew Bergman 02 Mar '07

02 Mar '07

Hi, Previously I sent a message to the mailing list with an issue setting up OTRS to run on Apache 2, RedHat Enterprise 4. If I remove the Perl related parts of the config file to get: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> I get a 404 file not found error and most interesting I get in the error log:: File does not exist: /pegasus/export/web/main_web_root/otrs-web (ie it is looking for files in the web root) Why is it not following the alias? other web apps using aliases are working fine... Anyone??? -- Andrew Bergman Systems Administrator Microlistics Pty Ltd Direct: +61 3 8329 2050 Mobile: +61 411 706 713 Fax: +61 3 9326 7588 e-mail: andrew.bergman(a)microlistics.com.au -------------------------------------- "It is the way of the world, Baldrick - the abused always kick downwards. I am annoyed, and so I kick the cat... the cat pounces on the mouse, and finally, the mouse bites you on the behind."

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RE: [otrs] Generic Agents
by Dave Wojciechowski 02 Mar '07

02 Mar '07

I understand the SQL that your doing here, the part that I'm foggy about is how to get this to run as a generic agent job. -----Original Message----- From: Zhang Wayne [mailto:waynezhang72@hotmail.com] Sent: Thursday, March 01, 2007 10:39 PM To: Dave Wojciechowski Subject: RE: [otrs] Generic Agents Step1: Get agent id that need watch ticket not closed over one days select id from system_user where login = :@Agent_Name Step2: Clean the watch list under monitor list delete from ticket_watcher where user_id = :@system_user.id Step3: Insert ticket id that need watch under monitor list insert into ticket_watcher select ticket.id, :@system_user.id , sysdate(), 1, sysdate(), 1 from ticket, ticket_state where ticket.ticket_state_id = ticket_state.id and ticket_state.type_id <> 3 and ticket_state.type_id <> 7 and ticket.create_time <= date_format(adddate(sysdate(),INTERVAL -1 DAY),'%Y-%m-%d 00:00:00') @Agent_Name and @system_user.id are parameters that need replace it, coul dyou understand it? >From: "Dave Wojciechowski" <david.wojciechowski(a)morgansfoods.com> >Reply-To: "User questions and discussions about OTRS.org" ><otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: [otrs] Generic Agents >Date: Tue, 27 Feb 2007 20:19:12 -0500 > >Hopfully somone has done this before and can help me w/ this, i'm >looking for a way to make all ticket that remain open for more than one >day be automatically subscribed to for a agent to watch in watch >tickets. Anyone done that b4. >_______________________________________________ >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/ _________________________________________________________________ 免费下载 MSN Explorer: http://explorer.msn.com/lccn

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