June 2007 - otrs - OTRS mailing lists

Re: [otrs] Software error
by Gerhard Weber 02 Jul '07

02 Jul '07

Hi, > > You can try extending @INC. add the line: > > unshift @INC, "/{insertFullPathHere}/Kernel/cpan-lib/Net/DNS/"; > > to index.pl, this way you will search that directory first while using > > index.pl. Would that do what you need? Hope this helps. > Too bad, the original error > "Modification of a read-only value attempted at /usr/lib/perl5/ site_perl/5.8.8/i686-linux/Net/DNS/Question.pm line 47." > still points to the use of the system-wide module .... I think unshift'ing is the right way, but you have to pass the "basic" path for your module. Something like this in index.pl: unshift @INC, "$Bin/../../Kernel/cpan-lib"); # without "Net/DNS/" push (@INC, "$Bin/../.."); # no more need to push $Bin/../../Kernel/cpan-lib and then directly after that log the versions: use Net::DNS::Question; warn "Net::DNS::Question: $Net::DNS::Question::VERSION\n"; warn "Net::DNS::Resolver::Base: $Net::DNS::Resolver::Base::VERSION\n"; that should give you 610 versions from cpan. Another thing just crossed my mind: since I'm working on a non-production system (just testing), I don't know for sure if these versions are working. Maybe someone else can test for her/his versions? perl -MNet::DNS::Question -e 'print "v=$Net::DNS::Question::VERSION\n";' and perl -MNet::DNS::Question -e 'print "v=$Net::DNS::Resolver::Base::VERSION\n";' prints the version on a shell Greetings, Gerhard

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problem with preventing the customer from changing state of the ticket
by Mirosław Baran 02 Jul '07

02 Jul '07

Dear list, I'm playing with test installation of OTRS. Most things work as advertised, but I have one problem I cannot find a solution to... (I did read TFMs and am fairly sure, that this was not on the list). To the problem: I'd like to stop the customer from changing the ticket state after it was moved to queue to which that customer has read only access (via group access) I've enabled customer groups, the customer is a member of the specified group with ro access, the queue belongs to the specified group. The behaviour is the same in in 2.1.7 and in 2.2 beta (the platform is Debian, both installations from packages, the latter is the experimental package rebuilt for etch). Did anyone encounter such a problem? Best regards Miroslaw Baran

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Howto receive email notifications?
by Rui Lopes 02 Jul '07

02 Jul '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I'm installing OTRS for the first time (using 2.2.0rc1), and so far its been a nice experience! I have a question, though... How can I receive notifications (an email) when a ticket (either by email, or custumer.pl) is created or when a customer sends a follow up? I though this was a matter of setting the following user preferences to "Yes": New ticket notification Follow up notification But it didn't do the trick, what I'm missing? I see no errors on the log, so I'm a bit loss here. BTW, is there an IRC channel about OTRS? TIA! Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhSBag6ss8INEYd4RAtaeAKCfGcIMplXMnBg2dJe/33es5LkrGACgg7o6 nTt7o+97mZtnIFL1XkZPbX4= =E6kR -----END PGP SIGNATURE-----

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customer.pl show extra lines on ticket viwer
by Rui Lopes 30 Jun '07

30 Jun '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, Its normal for the custumer.pl to show extra lines on the articles displayed? I've placed an example at: http://ruilopes.com/tmp/extra-lines-on-custumer.pl.jpeg I'm talking about those extra line that follows each line of the ticket article text, eg: > Hi Rui, > > there is ... > Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhihxg6ss8INEYd4RAvtIAKDQENb5JnOyYAkoGfpK61y2/wM+GgCfVbPA A3TGYhGBwrot1rjYMSzLJ+c= =1NXs -----END PGP SIGNATURE-----

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Forward verbatim articles on notification?
by Rui Lopes 30 Jun '07

30 Jun '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, How can I configure OTRS to forward the verbatim ticket article that was sent (either by email or the web interface) by the customer or agent? Like a mailing list software (of course, modifying the subject -- and probably other email fields -- to contain the ticket ID on the subject). Please note that I known how to change the template for each types of notification using the "Notification Management" page, but I'm not seeing how can I just forward the email like I've said above. TIA! Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhiUzg6ss8INEYd4RAuNnAKDDYEYY7QRjUYCBxo2zlC4mrFbJqQCeLpVK 22NEeRwkG3Pd7AjeOmkjq5s= =HyXf -----END PGP SIGNATURE-----

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Submit a follow up to ticket creation notification by email
by Rui Lopes 30 Jun '07

30 Jun '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, How can I configure OTRS to let me submit a follow up to a new ticket notification? I mean, currently when we receive a notification we have to actually use OTRS to submit the follow up, isn't there a way of doing this using normal email? Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhXREg6ss8INEYd4RAguwAJ9ZcUZHsaL1HbQhNJNLfB0xclQjHACfQRAd Os0oweRCTrDCD4yULsvGYqM= =IV99 -----END PGP SIGNATURE-----

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Changing the time period for the Pending Auto Close ticket state
by Ingmar Koecher [ NETIKUS.NET ltd ] 29 Jun '07

29 Jun '07

Hello, I was curious how we could change the default time period for "Pending Auto Close" tickets which currently seems to be set at 24 hours. I tried to search the documentation, Google, and source files but I wasn't able to find where I can change that. Is that hard-coded, or, if it can be changed - where can I customize that :-) Thank you for any help, Ingmar.

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Installing OTRS on Mac OS X
by Scott Warren 29 Jun '07

29 Jun '07

Newbie here... I have searched for the install info and can not find it. Is there a straight forward doc for installing OTRS on Mac OS X 10.4.9 someone can point me towards? Any horror stories? I have seen some that assume you know about Unix and I am not to stong there to know the difference between generic *nix and OS X. -- Scott

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The customer survey tool & SYSTEM ADDRESS!!!
by Angella Ford 29 Jun '07

29 Jun '07

I'm setting up the OTRS Ticket system at my office at my office as an HELP Desk system, still trying to figure it out... I have a couple of issues: 1. when i am composing an email to send it keeps giving me the email address as otrs@localhost. can you please let me know were i go to change this email address, i thought it was in ADMIN::System Address; i put in the email address i want to use there and made the localhost one invalid but every time i test the compose or fwd it keeps giving me the otrs@localhost. 2. In the Package Manager, i have installed (i think) the survey package, my question is how do deploy the survey questionair i setup so others can see/use it????? 3. I am running otrs ticket system on a windows xp machine, is there any drawbacks to this i should be aware of, such as apache server/mysql hangup on me, have not encountered any such issues yet but they i a have not setup the entire thing as yet. Angella _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

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Installing Perl Modules during Source installation on Unix
by Dan King 29 Jun '07

29 Jun '07

I am trying to add the perl modules in the steps defined in the Unix/Linux source installation. I am running into a problem. When I go into cpan using perl -e shell -MCPAN and then type install <package name> it doesn't install. At the end of the module installation process I receive the error Writing make file for TimeDate * not ok Running make test Can't test without successful make Running make install Make had returned bad status, install seems impossible Anyone have suggestions? Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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