July 2007 - otrs - OTRS mailing lists

Type, Service and SLA missing from admin-area
by STENT, Aaran 20 Jul '07

20 Jul '07

Hello, I have just created a new VM Ware appliance using the LAMP appliance from www.virtualappliances.net and have installed 2.2.1. Everything was going well and I could see the Type, Service and SLA options under the System section of the Admin module. When I upgraded my existing 2.1 database and replaced the default empty DB the options vanished. I tried reinstalling the packages but have had no success. Can anyone help please? I have checked the modules, permissions, database etc. Everything else seems to work. I can even see SLA combo boxes and type options on the phone ticket page. Cheers, Aaran Stent National IT Manager Healthe Care Australia mobile: +61 439 785 963 phone: +61 3 9061 9092 fax: +61 3 9277 7291 em: aaran.stent(a)healthecare.com.au _____________________________________________________________________ Disclaimer: This message is intended only for the use of the addressee(s) named above and may contain privileged information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. Please delete and destroy the message from your computer. If you received this message in error please notify the Healthe Group of Companies immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the Group.

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Ticket Escalation
by Munawar Zeeshan 20 Jul '07

20 Jul '07

I have configured Ticket Escalation Notice for every Queue. It works fine, i.e when the Escalation time arrives a notification get displayed to that specific agent. On more functionality, I am interested in adding is that the same notification also get mailed to my Boss, means higher authorities so that they can take action accordingly. How I can do it. The GenericAgent doesn’t seems to help me. Any Idea ?? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM

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Apache ERROR: MaxRequestsPerChild
by Ron Plasse 20 Jul '07

20 Jul '07

Hello, I am new to OTRS and I am trying to get my test environment stable before rolling it out to our technical support team for help desk operations. Apache is exiting unexpectedly after approximately 3 hours when I have two agent clients connected to the server with the QueueView page displayed. The page is refreshing on a 2 minute interval in each Internet Explorer window. If I don't have any agents connected then Apache does not exit unexpectedly. I have not changed the Apache configuration from what the installer configured. The Apache error log is below from the time Apache was started till the time it exited. I did a search on Google and it looks like other users have had similar issues, but all the text is in German and all I can make out is the Apache logs. Hopefully someone has a solution. I have installed OTRS 2.1.7 using the installer "otrs-2.1.7-001-win32.exe" into the following VMWare Server environment. - Windows Server 2003 R2 - 768 MB of RAM - 100 Mb LAN - 20 GB C: drive [Wed Jun 27 12:04:33 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Wed Jun 27 12:04:33 2007] [notice] Server built: Jan 9 2007 23:17:20 [Wed Jun 27 12:04:33 2007] [notice] Parent: Created child process 2028 [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Child process is running [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Acquired the start mutex. [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Starting 250 worker threads. [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Starting thread to listen on port 80. [Wed Jun 27 15:26:37 2007] [notice] Child 2028: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Wed Jun 27 15:26:37 2007] [notice] Parent: Received restart signal -- Restarting the server. [Wed Jun 27 15:26:38 2007] [notice] Child 2028: Released the start mutex [Wed Jun 27 15:26:45 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Wed Jun 27 15:26:45 2007] [notice] Server built: Jan 9 2007 23:17:20 [Wed Jun 27 15:26:45 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Wed Jun 27 15:26:45 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Wed Jun 27 15:26:45 2007] [notice] Parent: Child process exited successfully. [Wed Jun 27 15:26:47 2007] [notice] Child 2028: Waiting for 250 worker threads to exit. [Wed Jun 27 15:26:47 2007] [notice] Child 2028: All worker threads have exited. [Wed Jun 27 15:26:47 2007] [notice] Child 2028: Child process is exiting Thank you in advance for any help that can be provided. Thanks, Ron ------------------------------------------------------------------ Confidentiality Notice: This Informatix Incorporated email message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. Access to this email by anyone other than the intended addressee(s)is prohibited without prior approval. ------------------------------------------------------------------

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What about TAPI integration for VoIP?
by Agim Cami 19 Jul '07

19 Jul '07

What about TAPI integration for VoIP into OTRS?

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AW: [otrs] installing itsm on top of existing otrs 2.2
by Zurell, Falko 19 Jul '07

19 Jul '07

Yes you are right. But for some reason you have to download the modules from the otrs website manually and load them into your otrs by hand. This worked for me Falko Zurell Head of Application Management falko.zurell(a)idmedia.com Mobil +49 (0)160 - 3 62 52 77 /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 _______________________________________________ ----- Originalnachricht ----- Von: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> An: otrs(a)otrs.org <otrs(a)otrs.org> Gesendet: Thu Jul 19 21:20:32 2007 Betreff: [otrs] installing itsm on top of existing otrs 2.2 i just upgraded our otrs installation to 2.2, and now i want to give the itsm module a try. but i was wondering why i dont see the itsm packages in the package manager. am i correct in assuming that itsm is just another module (like faq, calendar, etc.) that i can add to my existing otrs without breaking it? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.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? => http://www.otrs.com/

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installing itsm on top of existing otrs 2.2
by Mike Conigliaro 19 Jul '07

19 Jul '07

i just upgraded our otrs installation to 2.2, and now i want to give the itsm module a try. but i was wondering why i dont see the itsm packages in the package manager. am i correct in assuming that itsm is just another module (like faq, calendar, etc.) that i can add to my existing otrs without breaking it? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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how do i add a new category in faq v1.2.4?
by Mike Conigliaro 19 Jul '07

19 Jul '07

anyone? i thought this was done through the admin interface, but i dont see the option now. -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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SysConfig problem
by Darryl Whitelock 19 Jul '07

19 Jul '07

I inherited an OTRS 2.0.4 system on Debian and need to make some changes in the Core::Sendmail module. We are switching over to a new,separate email server and I want everything to go through this new server. When I bring up the Sendmail module, the options are listed and the first 3 options (SendmailModule, SendmailModule::CMD, and SendmailModule::Host) are checked, but the check is grayed out so I can't change it. There is also the "Reset" icon, which had no effect when clicked. I logged in using the admin account and tried again with no effect. I tried modifying the config.pm file, but that didn't help. I'm guessing I need to restart OTRS, but that presents another problem since there doesn't seem to be an otrs listed in the /etc/init.d to restart. I could restart the server, but that has to wait until the overnight. I'm obviously missing something here and I'm sure it's fairly simple, so any help would be much appreciated! -- Darryl

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Company tickets not seen by other people of the same group
by Yannick Costa 19 Jul '07

19 Jul '07

Hello, i've installed OTRS for a few weeks, and a client report me that he can't see his company's tickets. his colleague posted some tickets, and so did he. everyone can see his own tickets, but can't see the colleague's tickets. the 2 of them belong to a group and the parameter CustomerGroupSupport <http://doc.otrs.org/2.1/en/html/a2024.html#Framework:Frontend::Customer:Cus…>is activated. the file is also connected with the group. do i have forgotten something in the configuration? Thanks Yann

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PGP Failed
by suender＠ctbc.com.br 19 Jul '07

19 Jul '07

Sirs, When I try to send email with PGP, doesn't work. See following logs. Jul 16 09:34:14 rt OTRS-CGI-10[31939]: [Error][Kernel::System::Crypt::PGP::Sign][Line:262]: Can't sign with Key 15279234: gpg: signing failed: file exists ! Anybody help me!

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