July 2007 - otrs - OTRS mailing lists

RE: otrs Digest, Vol 48, Issue 33
by Andrew Meyer 12 Jul '07

12 Jul '07

Hi, I emailed a few days ago about sending a receiving email within the system. I think I got it setup, but the emails come in and then go out 6 hours after. I am not getting notifications when a new one comes in. Is this normal? Do I need to change something in the config?

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Database access denied for user "root" on installing 2.2.1Win32
by kirpi＠kirpi.it 12 Jul '07

12 Jul '07

> Have you tried using blank password for user root > on installing OTRS database? Yes, I just tried and it works **without** password. I was deceived by the red remark next to the empty field, which suggested me to enter a password. Why does it say I should enter a password, when I shouldn't actually? Funny. Thank you! Luigi

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Register Company Users
by Jonathon 12 Jul '07

12 Jul '07

Is there a way to change the Company User registration in the Administration Module so that the Email is not required? I need to load some test data and the users won't be real users so they will not have valid email addresses. Thank You Jonathon

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RE: Changing the Customer View
by Gerhard Weber 12 Jul '07

12 Jul '07

Hi, according to http://doc.otrs.org/developer/2.2/en/html/c684.html#custom-translation-f ile the way you "should" do it, is create a "Custom Translation File" Kernel/Language/en_Custom.pm (probably /opt/otrs/Kernel/Language/en_Custom.pm). This way it might be simpler to update the system. Something like this: sub Data { my $Self = shift; my %Param = @_; # $$START$$ # own translations $Self->{Translation}->{'CompanyTickets'} = 'School Ticket'; # $$STOP$$ } Greetings, gerhard

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perl modules and checkmodules.pl
by otrsserver otrsserver1 12 Jul '07

12 Jul '07

Hi, WHAT I HAVE DONE ********************* I have installed Otrs 2.2.1 from sources on my Rhel 3, Mysql 3.23, Apache 2 and Perl 5.8 and also I have installed all perl modules (required and not) in a directory near otrs, I mean, modules are in /home/haecotrs/perl and otrs installation's folder is in /home/haecotrs/public_html/otrs. Just in case, I have realized later, I had defined PERL5LIB with the public perl libraries and the ones installed by myself in /home/haecotrs/perl so that when I execute "perl CheckModules.pl" the command's output is everthing ok. WHAT I WOULD LIKE TO KNOW **************************** I would like to know if my particular otrs' installation is finding the modules that I have installed in /home/haecotrs/perl. I can guess this is not happening so I would also like to know how I can tell otrs where to find them WHAT UNSUCCESSFUL TESTS I HAVE DONE TO FOUND OUT WHAT I WOULD LIKE TO KNOW ****************************************************************** - I have tried to print the PERL5LIB form otrs's installation by "$ENV {PERL5LIB}" but the output got was a blank space so that means this is not defined.Moreover I have looked for every $ENV statement by using "egrep -w "ENV" -R otrs" and I could not see anyone related to PERL5LIB. - I have printed, from index.pl, @INC and among found paths there is none to /home/haecotrs/. - I certainly know otrs is executed by apache user as I have also done a whoami from the index.pl file and the printed output said it was apache. - I have even printed the $INC list to know what modules have currently loaded /usr/lib/perl5/5.8.0/warningswarnings/register.pm /usr/lib/perl5/5.8.0/warnings/register.pmre.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/re.pmXSLoader.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/XSLoader.pmCarp.pm /usr/lib/perl5/5.8.0/Carp.pmExporter/Heavy.pm /usr/lib/perl5/5.8.0/Exporter/Heavy.pmFile/Spec/Unix.pm /usr/lib/perl5/5.8.0/File/Spec/Unix.pmvars.pm /usr/lib/perl5/5.8.0/vars.pmstrict.pm /usr/lib/perl5/5.8.0/strict.pmExporter.pm /usr/lib/perl5/5.8.0/Exporter.pmCwd.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Cwd.pmwarnings.pm /usr/lib/perl5/5.8.0/warnings.pmFile/Spec.pm /usr/lib/perl5/5.8.0/File/Spec.pmbase.pm /usr/lib/perl5/5.8.0/base.pmlib.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/lib.pmFile/Basename.pm /usr/lib/perl5/5.8.0/File/Basename.pmConfig.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Config.pmFindBin.pm /usr/lib/perl5/5.8.0/FindBin.pm none is loaded form the place where I installed the perl modules. TO SUM UP *********** I would certainly like to know what I can do to tell otrs where the installed modules are instead of looking for in the pubic perl libraries' folder. I know I should have defined @INC when perl modules were installed or I could even make a symlink form cpa-lib directory to /home/haecotrs/perl as perl script look for in the current directory first of all but I don't think this is a good solution. Thank you very much in advantage for your answers, Daniel.

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Survey for Public Anytime
by Shue, Daniel G. 12 Jul '07

12 Jul '07

How can I get the Surveys out there for any one to take at any time. I would like to include a link in the "Close" response that would take the user to OTRS to take the survey if they wish. Also, we would like to be able to send out annual surveys by email with a link back to OTRS. I have found how to send the Master survey every so often, but I would really like it to be on demand as well. TIA Daniel Shue Networking Specialist Randolph County Computer Services 725 McDowell Rd. Asheboro, NC 27203 (336) 318-6399

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File permissions not correct for SysConfig
by Dan King 11 Jul '07

11 Jul '07

I am having an issue with file permissions for OTRS 2.1.7. I have run the SetPermissions.sh file before and after I received the permission errors. The two areas I have noticed so far are the SysConfig and Package Manager. The SysConfig error is below: Message: Can't write /opt/carms-utils/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied. The Package Manager error is not helpful. It simply states I don't have write permissions on OTRS home and should run SetPermissions.sh and as I stated before running SetPermissions.sh has had no effect. I checked the permissions on ZZZAAuto.pm and it is set to 664. I changed the permissions to 666 and the SysConfig section worked fine. The problem is, as far as I can tell using the permissions 664 for ZZZAAuton.pm should work. My only guess is that perl is running under a different user other then the one that is run my webserver, otrs, or perl. Does anyone have any suggestions? I am at a loss as to why this does not work. Does anyone know how to find out which user is running perl? This would allow me to find out if that user applies to the other category in the file permissions and would then be denied access. Thanks for any help offered. 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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CustomerUsers and CustomerCompany in OTRS
by Laurent Minost 11 Jul '07

11 Jul '07

Hi, We're in discussion to change our current ticketing system (Double Choco Latte) for a new one and OTRS could be a good one to choose but I wonder a lot about CustomerUsers/Company management in OTRS. We need a "simple" kind of management with basically : -CompanyA includes several technical contacts (UserA1, UserA2, UserA3 ...). Under Customer Frontend (customer.pl) for UserA1, we need tickets opened by UserA1 to be displayed (Purpose of MyTickets ?) and also tickets of all other users to be displayed (Purpose of Company Tickets ?). -Same thing for CompanyB ... and so on ...we have a lot of Customer Companies ... Question is : how to achieve this ? I don't understand well the way how this kind of management works with CustomerID and CustomerIDs ? Could someone give me informations about this please ? I looked at the documentation and found http://doc.otrs.org/2.1/en/html/x1482.html which is talking about Multiple Customer IDs but what we need is defining which CustomerUsers are "members" of a CustomerCompany ? So when a ticket is created by Customer UserA1, this ticket will appear on Customer Frontend / Company Tickets for UserA2, UserA3 ... etc because these users are also "members" of CustomerCompany of UserA1. Is it possible please and if it is, could you please gave me some hints on how to implement this? Thanks by advance for your answer. Best regards. Laurent Minost

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More than one instance of OTRS on the same server
by Elias Probst 11 Jul '07

11 Jul '07

Hi, after struggling with this since nearly 3 months and trying to get it working I'm now finally seeking help on this mailinglist .. ;-) I'm currently reworking the Gentoo ebuilds and their webapp-config routines for OTRS because the current existing solution is very hard to setup and not really flexible. One of my goals is to make it possible running more than one OTRS instance on the same server because I (and surely a lot of other users) need this for having testing environments available. Didn't succeed yet - every other installed instance just shows the content of the first running instance. It seems that the other instances just take their configuration from Kernel/Config.pm of the first instance. What I tried so far: - Every instance running on it's own <Location> or <VirtualHost> on Apache2 using mod_perl - Unique values in Kernel/Config.pm: - SystemID - FQDN (when using vhosts: foo.host.domain, bar.host.domain) - Database - DatabaseUser - Frontend::ImagePath - LogModule::LogPath - Changed paths in apache2-perl-startup.pl per instance Does anybody know how to make more than one instance on the same server working? There shouldn't be any strange workaround like "running a second apache instance through mod_proxy" or "running a second apache instance on another ip/port". Also not using mod_perl is no option because of the dramatic loss of performance. I just want to be able using more than one instance with mod_perl and I'm wondering why this doesn't work? Is this a bug in OTRS or mod_perl? Is it a intended behaviour? I've already filed a bug at http://bugs.otrs.org/show_bug.cgi?id=2037 but noone answered yet. Regards, Elias P. -- A really nice number: "09:F9:11:02:9D:74:E3:5B:D8:41:56:C5:63:56:88:C0"

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constant long delay in AgentRespond AgentTicketCompose
by Falko Zurell 11 Jul '07

11 Jul '07

Hello List, I got a very strange problem with my OTRS 2.1 installation on RedHat Linux. I had an old OTRS 2.0.x and made a fresh OTRS 2.1.7 installation on a different box with a new MySQL 5.0.37. Then I followed the upgrade guide to migrate all my data to the new installation. This worked very fine and smooth. But there is one oddity I can't find the cause for. Everything on the new server is very fast. Almost any page loads within a second. But there is one exception. The ticket response page (I click the "response with mail" link and the response form opens) loads only after about 20 seconds delay. This delay seems to be almost constantly around 20 seconds and holds for responses to every ticket. Regardless wether the ticket is new or old, opened ore closed - when I try to send a response then I have to wait several seconds. I turned on the database logging but it looked good to me. I don't think this an database issue - but I'm not sure. This is a snippet from the log file which shows that the Response took 20s to process. This is true for every instance of this action. All other pages load within 1 or 2 seconds. Jul 8 11:48:42 TC-FE-OTRS01-91 OTRS-CGI-66[9851]: [Notice] [Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 20s taken (URL:Action=AgentTicketC ompose&ResponseID=4&TicketID=31822&ArticleID=161995:fzurell) Does anyone have an idea where to look for this problem? Thanks and kind regards --- Falko Zurell Head of Application Management /i-d media AG Ohlauer Straße 43 D-10999 Berlin Tel +49 (0)30 - 2 59 47 - 357 Fax +49 (0)30 - 2 59 47 - 471 www.idmedia.com _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ This message may contain confidential information and must not be copied, disclosed or used by anybody other than the intended recipient. If you have received this message in error, please notify us immediately by reply e-mail and delete all records of the message from your computer. The views represented in this message are solely those of the author. Neither the author nor I-D Media AG accepts any liability for the contents of this message.

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