July 2007 - otrs - OTRS mailing lists

httpd.exe runs twice
by Emily Flynn 11 Jul '07

11 Jul '07

Hi, I was just wondering why the process httpd.exe always seems to run twice? One instance is taking up 100MB and the other is taking up 85MB. Thanks Kind Regards, Emily

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General FAQ
by jpt＠maltanet.net 11 Jul '07

11 Jul '07

Dear All, I would like to try out the OTRS, I work for an organisation and i would like to organize my emails according to a particular operator. I have to questions that i want a definite answer before i actually implement it 1. Does the OTRS work hand in hand with LOTUS notes, since we don't want the user to be effected. 2. Is the OTRS web- based? Do the clients need to type a url to enter into the system? Regards, Jean ______________________________________________________ Still on dial-up? Switch to 256kbps broadband internet for just Lm5.95/30 days from maltanet. Now with even more downloads! Click here <http://www.maltanet.net/> for special offers!

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OTRS 2.1 SOAP interface
by Umberto Nicoletti 11 Jul '07

11 Jul '07

I've implemented a SOAP interface over OTRS 2.1 that lets a SOAP client create a ticket by passing: email, customerid, subject, body and optionally the name of the queue to drop it in to a SOAP server. I know it's not much but it is quite easy to extend once you grasp the basics of perl and otrs. INSTALLATION: Since it requires SOAP::Lite > perl -MCPAN -e ' install SOAP::Lite ' then drop the attached file in the cgi-bin directory of your webserver. Test it with the following client: #!perl -w use SOAP::Lite; print SOAP::Lite -> uri('http://localhost/OTRS_SOAP') -> proxy('http://localhost/cgi-bin/otrs-rpc.cgi') -> newTicket("me\(a)somewhere.it", "VIPCUSTOMER", "It Works", "Get me an iPhone") -> result; Enjoy, Umberto

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setting up to email out
by Andrew Meyer 10 Jul '07

10 Jul '07

What files do I need to edit to get OTRS to send email out? I can't seem to find it in the Config.pm file. Where is it? I'm on Debian Etch.

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Customer Ticket View
by Jonathon 10 Jul '07

10 Jul '07

I am new to OTRS and was wondering if there was a way I could limit customer users to only see their tickets. Would it be as simple as removing the CompanyTicket module from the Customer View?

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unable to send e-mail
by pri pri 10 Jul '07

10 Jul '07

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*.pm is different!
by Andrey Feldman 10 Jul '07

10 Jul '07

Hi. After upgrade from 2.2.0 -> 2.2.1 theres the error , when i go to package manager: OTRS-CGI-10[31831]: [Error][Kernel::System::Package::DeployCheck][Line:1171]: ITSMTicket-0.9.3: /opt/otrs/Kernel/Modules/AgentTicketPhone.pm is different! OTRS-CGI-10[31831]: [Error][Kernel::System::Package::DeployCheck][Line:1171]: ITSMTicket-0.9.3: /opt/otrs/Kernel/Modules/AgentTicketPriority.pm is different! OTRS-CGI-10[31831]: [Error][Kernel::System::Package::DeployCheck][Line:1171]: ITSMTicket-0.9.3: /opt/otrs/Kernel/Modules/AgentTicketZoom.pm is different! .... So, i cant manage packages :) Anyone know how to make package manager work? Thanks! -- Best regards , Andrey Feldman http://alt-lan.ru +7(495)96-100-96

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Customer to Company relationship
by Jonathon 09 Jul '07

09 Jul '07

Is there a way to only allow a user to register to a certain company? Or add the Company name to the Self Registration Module?

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upgrade question
by bradis 09 Jul '07

09 Jul '07

Hello! Dear All, just downloaded OTRS 2.2.1 for Fedora Core 4,5,6 RPM<http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-2.2.1-01.i386.rpm>- 12.7 MB to upgrade from 2.1.7 on CentOS 5.x I made it like rpm -U OTRS 2.2.1.rpm<http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-2.2.1-01.i386.rpm> before made backup of /opt/otrs/*.* and mysql database. Made ... [root@XXXX ~]# /etc/init.d/otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://XXXX/otrs/index.pl <<-- Final start of OTRS.. done [root@XXXX ~]# All looks fine, but when log-in went to tickets view, got this error: Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1395. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Any ideas how to fix it ? Vbrgs!

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Check ORACLE_HOME env var, NLS settings, permissions
by Dan King 09 Jul '07

09 Jul '07

Hi, I am receiving the error message below. I don't know where to start or what to do. ORACLE_HOME is set as an environment variable. Does anyone know where I can start from? Or what NLS settings are? Thanks for any help provided. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: solaris Time: Mon Jul 9 09:38:32 2007 Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. Traceback (11919): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 Module: /opt/carms-utils/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 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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