March 2007 - otrs - OTRS mailing lists

OTRS on Apache2, RHEL4 x86_64, HELP!
by Andrew Bergman 02 Mar '07

02 Mar '07

Hi, I have been trying to install OTRS on our RHEL4 x86_64 server which is running Apache 2 with a stock configuration customised from the standard conf file. I have tried the standard otrs.conf file provided by the otrs RPM however it breaks the webserver with an "internal server error" The error I get in the httpd error log is: [Fri Mar 02 11:31:12 2007] [error] [client 203.55.171.107] Can't locate object method "dir_config" via package "Apache::RequestRec" at /usr/lib/perl5/site_perl/5.8.5/Apache/Reload.pm line 51.\n the config file is: ================================================== # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all </Location> # directory settings <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> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 ================================================== Hashing out the lines: PerlModule Apache::Reload PerlInitHandler Apache::Reload Allows the server to work again however OTRS still gives Internal Server Error with the errorlog showing: [Fri Mar 02 11:32:44 2007] [error] [client 203.55.171.107] failed to resolve handler `ModPerl::Registry': Can't locate object method "request" via package "Apache" at /usr/lib/perl5/5.8.5/CGI/Carp.pm line 496.\nBEGIN failed--compilation aborted at /usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi/ModPerl/Registry.pm line 26.\nCompilation failed in require at (eval 84) line 3.\n, referer: http://pegasus.microlistics.com.au/ Can anyone assist????? -- 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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Ticket history table size revisited
by Jason B. Loven 01 Mar '07

01 Mar '07

I had mentioned a while back that I had hit a limit in MySQL with the tablesize on my ticket_history table. I was able to get around it by adjusting the table parameters. More of a concern is that the table hit the limit at all. We process about 20-30 tickets a day and have been using the system for just about a year. Certainly not heavy users. Is it reasonable to expect the ticket_history table to be this big for approximately 9400 tickets? Is there a way to look deeper and determine if there's some attachments or something like that which could be causing the table to be unusually large? Ticket_history data is as follows... mysql> show table status like 'ticket_history'\G *************************** 1. row *************************** Name: ticket_history Engine: MyISAM Version: 10 Row_format: Dynamic Rows: 57025570 Avg_row_length: 104 Data_length: 5969466052 Max_data_length: 1099511627775 Index_length: 6723551232 Data_free: 0 Auto_increment: 57044889 Create_time: 2007-02-07 08:42:37 Update_time: 2007-03-01 12:24:52 Check_time: 2007-02-07 10:14:18 Collation: latin1_swedish_ci Checksum: NULL Create_options: max_rows=4294967295 avg_row_length=106 Comment: 1 row in set (0.00 sec) Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com Web: http://www.cainetserv.com/

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TicketFreeText Fields question
by Armando De la Re Vega 01 Mar '07

01 Mar '07

Hi! I have a problem. I need to ask in customer and agent capture screen a field named "Serial number". As I understand, that it's posible with TicketFreeText Fields. But don't know how to release them. I change in the "Ticket -> Core::TicketFreeText" and named the TicketFreeKey1: as "Serial number". Checked it and the TicketFreeText1. It ask for when you open a ticket, but we need to: 1) The agent and the customer to fill Serial number when creating the ticket 2) The agent could see the Serial number in the queue view and detail view (without pressing the freetext link on the detail view). If this possible to release from SysConfig? or do I need to release them in each dtl file to be abble to use them? Thanks Armando de la Re

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Ticket Search output
by kobus＠barnard.za.org 01 Mar '07

01 Mar '07

Hi, I have some questions about Ticket Search. When selecting CSV on the search page, OTRS generates a CSV file using semi-colons for field seperator. I'd like it to use commas instead but changing the value of 'Separator' in Kernel/System/CSV.pm has no effect. Am I missing something obvious or how can this be changed? Also, how do I add our company name at the top of the PDF when an agent selects Print as Result Form? Regards Kobus

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LDAP and Removing a Customer
by Daniel xxxxx 01 Mar '07

01 Mar '07

When using the built in DB for customers, I've read in the Manual that you don't delete users you simply make them invalid. How does this work for LDAP? If I delete a user out of LDAP do I make a boo boo? Thanks, Daniel

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Reporting
by Jason B. Loven 01 Mar '07

01 Mar '07

Is anyone doing anything cool with reporting etc? We're mostly using OTRS just for it's ticket management capabilities and I have really dug into reporting on it very much other than some basic custom MySQL queries I wrote a while back. I was wondering if anyone had more advanced stuff. For example something that could show reports on tickets open per day/week, avg/week, avg time to completion, etc. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com Web: http://www.cainetserv.com/

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auto-response not working
by Deepak Chopra 01 Mar '07

01 Mar '07

Hello all, I've installed otrs 2.1.3 on Redhat Enterprise Linux 4 everything is working fine but when ever any ticket generates in OTRS System, the auto-reply doesn't send the details to the customers and I'm getting the following error message : Wed Feb 28 17:20:03 2007 notice OTRS-PM3-10 Sent no 'auto reply' for Ticket [2007022810000341] ("xyz" <xyz(a)abc.com>) because the sender doesn't want a auto-response (e. g. loop or precedence header) Thanks in advance Deepak The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus/trojan/worms/malicious code transmitted by this email. www.mind-infotech.com

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