June 2007 - otrs - OTRS mailing lists

Software error after configuring for use with MS SQL
by Dan King 27 Jun '07

27 Jun '07

Hi, I am attempting to run OTRS on a Windows XP computer using Apache and MS SQL. I have setup the database using the MS SQL scripts provided by OTRS, although they needed a few minor changes. I then edited the Config.pm file so OTRS will connect to my MS SQL database. I then ran CheckDB.pl to confirm that Config.pm was configured properly to connect to my database and everything checked out fine. After that I tried going to OTRS to see if it worked. I typed in localhost/otrs/index.pl into my web browser and I received the following error. Software error: Not a CODE reference at C:/OTRS/otrs//Kernel/System/Ticket.pm line 136, <PRODUCT> line 12. For help, please send mail to the webmaster (admin(a)your-domain.com <mailto:admin@your-domain.com> ), giving this error message and the time and date of the error. Any help is much appreciated. 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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Software error in Ticket.pm
by Dan King 27 Jun '07

27 Jun '07

Hi, I am attempting to run OTRS on a Windows XP computer using Apache and MS SQL. I have setup the database using the MS SQL scripts provided by OTRS, although they needed a few minor changes. I then edited the Config.pm file so OTRS will connect to my MS SQL database. I then ran CheckDB.pl to confirm that Config.pm was configured properly to connect to my database and everything checked out fine. After that I tried going to OTRS to see if it worked. I typed in localhost/otrs/index.pl into my web browser and I received the following error. Software error: Note a CODE reference at C:/OTRS/otrs//Kernel/System/Ticket.pm line 136, <PRODUCT> line 96. Do you have any 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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RE: [otrs] Re: Windows Installation
by Dan King 27 Jun '07

27 Jun '07

Hi Marcus, It would be great if you can provide the modified schema you have for MS SQL. Also where is the one that is provided by OTRS? I have convinced them to use Apache but not MySQL so that seems to be a good option right now. Thanks for the help. 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 ------------------------------------------------------------------------------------ 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. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marcus Dennis Sent: June 27, 2007 12:00 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Re: Windows Installation If using Windows I would highly recommend using the environment provided as a base in the Windows installer. Once this is installed you can disable undesired services and/or selectively uninstall components. Is there a particular reason you need to use IIS? I am under the impression that getting IIS to support CGI is something of a pain. There are four options I can see: 1) Configure apache to run on another port, and simply link to the OTRS install on apache (http://hostname:newportnum/otrs/index.pl) - Trivial to implement 2) Configure apache to run on another port, and proxy requests to IIS for /otrs to apache. 3) Configure IIS to run on another port, and proxy requests for non-otrs paths to IIS from apache. 4) Configure IIS to invoke perl for CGI. I can provide hints on how to configure apache for each of the first three options, but can provide no insight on configuring IIS for the last three. As for MS SQL, there is a schema provided you can use to create the OTRS database in SQL Server, although minor changes may be needed. If necessary I can provide the modified schema files we are using. You will need to install a database backend package for the database; we chose to use DBD::ODBC. You can install this from the Perl Package Manager; look for ppm.bat in the perl installation. You can then configure the database to use an ODBC DSN created for use with an SQL Server database. Note also that 2.1.7 provides a major stability improvement over 2.1.6; we used the 2.1.7 source package to install the upgrade on top of the 2.1.6 binary install package. Note the schema alterations needed in the readme (VARCHAR(MAX)->TEXT). -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Wednesday, June 27, 2007 3:07 AM To: otrs(a)otrs.org Subject: [otrs] Re: Windows Installation Dan King schrieb: > Hi, > > > > I am trying to install OTRS on my Windows XP Desktop. I want to use IIS > and MS SQL Server though. I started off by unpacking the install file. > It gives me all the files that are used to install otrs and all it's > dependences but since it also installs apache and mysql I can't use it. > > > > The I attempted to install Perl. First I looked at the PerlInstaller.bat > script and noticed I would have to uncomment a few lines out so it asks > me for the directory to install Perl and such. I tried running the > PerlInstaller.bat script. but returned an error. It happens after > copying the files, editing a bunch of text files, and cleaning out the > backups. It then prints to the console > > > > Relocating...Undefined subroutine &main::run called at PerlInstaller.bat > line 163, <$reloc> line 1. > > > > Line 163 looks as follows: > > > > run("\@attrib", "-r", $f); > > > > I'm not sure what is wrong with this line and why it says this. My guess > is that the subroutine run is not define anywhere in the > PerlInstaller.bat file. > > > > Anyone with suggestions would be great help. > > 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. > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 or consulting for your OTRS system? > => http://www.otrs.com/ Use a linux maschine. alternitavely use a vmware appliance. based on LAMP http://www.vmware.com/vmtn/appliances/directory/591 --Shawn _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 or consulting for your OTRS system?

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Windows Installation
by Dan King 27 Jun '07

27 Jun '07

Hi, I am trying to install OTRS on my Windows XP Desktop. I want to use IIS and MS SQL Server though. I started off by unpacking the install file. It gives me all the files that are used to install otrs and all it's dependences but since it also installs apache and mysql I can't use it. The I attempted to install Perl. First I looked at the PerlInstaller.bat script and noticed I would have to uncomment a few lines out so it asks me for the directory to install Perl and such. I tried running the PerlInstaller.bat script. but returned an error. It happens after copying the files, editing a bunch of text files, and cleaning out the backups. It then prints to the console Relocating...Undefined subroutine &main::run called at PerlInstaller.bat line 163, <$reloc> line 1. Line 163 looks as follows: run("\@attrib", "-r", $f); I'm not sure what is wrong with this line and why it says this. My guess is that the subroutine run is not define anywhere in the PerlInstaller.bat file. Anyone with suggestions would be great help. 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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New Message/Caching Problem
by Chris Trolitsch 27 Jun '07

27 Jun '07

Hope someone out there can help. Running 2.1.4 (Linux) and for some odd reason my New Message counts are not going down once I either zoom into the ticket to read the response. It only seems to reduce the number if I act upon the ticket/change state etc and sometimes not even then. As a newbie to the OTRS system I am a bit at a loss, I have scowered the docs and last couple months on the list. Thoughts, maybe I am just missing something right in front of me :( Chris Trolitsch - QA/Support Manager with Semotus Systems, Vancouver Division

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Pending on customer
by Steven Carr 27 Jun '07

27 Jun '07

Hi people, Is it possible within OTRS to configure a "pending on customer" e.g. you are waiting for them to do something and get back to you. A bonus would be the ability to send them a "nag" email on a scheduled basis saying that the call is pending on them and sending the message text that was entered into the pending note. Thanks Steve -- Steven Carr Engineer - Khipu Networks Ltd. support(a)khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure --

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Can't see my queues
by Eugene Ventimiglia 27 Jun '07

27 Jun '07

Hello All - I logged into my otrs system today to see no tickets, and on closer examination, realized that I can't see some of my queues. What would determine who can see which queues? --e

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Using Tabed browser & Next Page
by Dave Wojciechowski 27 Jun '07

27 Jun '07

We like to use tabs, the only downside of tabs is that you don't know where your going to end up after clicking save or back. OTRS is tracking the last page you where at based off a db entry, the problem that we run in to is that if we open multi tabs we could be working on a ticket for one customer enter a note click save and be on a totally different ticket. Does anyone have a solution to this? Thanks I'm Wojo

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Hide some queues
by Carlos Oyarzabal 27 Jun '07

27 Jun '07

Hi list, As you know, there are some queues as default (Junk, Postmaster...), all of theme are useful, but I would like to hide from the user customer interface, keeping only the work queues (supportsoft, supporthard, etc). Just hide; the queue must to keep working. Any ideas? Thanks a lot Carlos,

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Viewing all tickets in a queue
by Mark Moore 26 Jun '07

26 Jun '07

Hi, I'm thinking about switching our helpdesk to OTRS, but I have two questions about the web interface. 1) Is it possible to see all tickets in a queue? At present when a ticket in the 'systems' queue is owned by another member, I can't see it. 2) Is is possible to all queues that I'm a member of listed on the same line as the "My Queues" line, regardless of the ticket status in those queues? TIA -- Mark --0- ---------------------------------------------------------------------- Mark Moore UCAR/NCAR/CGD mmoore(a)ucar.edu 1850 Table Mesa Drive (W) 303 497-1338 Boulder, CO 80305 (F) 303 497-1324

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