August 2007 - otrs - OTRS mailing lists

Installation of otrs 2.2 on CentOS
by Agim Cami 24 Aug '07

24 Aug '07

I am trying to install otrs 2.2 on CentOS 4.4. After the installation by the command yum install otrs-2.2.2-01.i386.rpm the apache fail to start. The error message appairs : Starting httpd: (13)Permission denied: httpd: could not open error log file /var/log/httpd/error_log. Unable to open logs The rights on the file are corrects. Is any other configurtion on apache server to do? -- Agim Cami

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Sort/search by update date not created date
by Eirik Pettersen 24 Aug '07

24 Aug '07

We have been using OTRS for a couple of months and generally we are quite happy with it. One thing we seem to be missing is functionality with regard to the ticket update date, and so far I haven't found any relevant configuration parameters. Firstly: Many of our tickets take several emails before it is resolved, and to be fair we'd prefer to work through the queues based on the last updated date instead of the created date. Is there a way to get the queues to sort in ticket update order instead of creation date? Secondly: Quite often we like to search for tickets by the last update date, not by the creation date, but there is no field for this on the search page? Thanks in advance for any help, pointers etc. Eirik Eirik Pettersen, Chief Technology Officer, Gandi Group Ltd www.gandi.net/www.moonfruit.com

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Database replication
by Thorsten.Dannhausen＠Bertelsmann.de 24 Aug '07

24 Aug '07

Hi, i'm working for an international operating company and we want to use otrs as our global helpdesk-system. So I need a way to replicate the databases to different location so that every location has the same view, or at least almost. Has anybody done this before and give me a little hint how to accomplish this. Many thanks in Advance Thorsten

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Escalation time unit
by Damien BASTIE 23 Aug '07

23 Aug '07

Hi, I have a problem with Escalation time for queue... I have define a queue with : Escalation - First Response Time (minutes): 240 Escalation - Update Time (minutes): 480 Escalation - Solution Time (minutes): 960 Now when i'm testing the queue with sending a mail, i have very high strange value : First Response Time: 14 hours 59 minutes Update Time: 18 hours 59 minutes Solution Time: 85 hours 59 minutes Why i have this ? (using 2.2.1 version) Thanks in advance, Damien BASTIE

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OTRS user and Cron Jobs
by RT - Christian - OpenSUSE 23 Aug '07

23 Aug '07

RT - Christian - OpenSUSE wrote: >/ I installed using the rpm file for Open SUSE. />/ ver=var your right, typo... =-) />/ />/ whoami comes back with OTRS, when I used grep otrs /etc/passwd I />/ get this below: />/ />/ rt:/opt/otrs/bin # grep otrs /etc/passwd />/ otrs:x:1001:8:OTRS System User:/opt/otrs:/bin/false / The '/bin/false' at the end means that your otrs user doesn't have a login shell associated, so 'su otrs' shouldn't get you a shell as user otrs. (You could run 'su -s /bin/bash - otrs' to change to user otrs and get a bash shell.) I don't know about OpenSuSE, but on RHEL/ CentOS I can just run 'service otrs start' (as root) to start the OTRS cron jobs. Doesn't the SuSE RPM install a file called /etc/ init.d/otrs? Nils Breunese. Continued by RT - Christian - OpenSUSE: With Open SUSE I use "./otrs start" to run the service, and yes your correct, the /etc/init.d/orts does exist as well. Here are the results when I attempted to start otrs. Also, otrs is running and runnign well I might add, so when you see the info below you'll see why I mentioned this. otrs@rt:/etc/init.d> ./otrs start Starting OTRS Checking Apache ... failed! --> Please start the webserver at first! (rcapache2 start) <-- otrs@rt:~> su Password: rt:/opt/otrs # cd rt:~ # rcapache2 start Apache is already running (/var/run/httpd2.pid) done rt:~ # su -s /bin/bash - otrs otrs@rt:~> cd /etc/init.d/ otrs@rt:/etc/init.d> ./otrs start Starting OTRS Checking Apache ... failed! --> Please start the webserver at first! (rcapache2 start) <-- otrs@rt:/etc/init.d> Ok, soooo... I can access and use OTRS, but when it attempts to start, it says Apache is not running?? Ok??

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Access denied when running restore.pl
by Patrick Evans 23 Aug '07

23 Aug '07

Hi, I am getting access denied when I'm trying to run the restore.pl file. I basically installed the OTRS on a new machine and now trying to run the restore.pl of a backup. Here is the error I'm getting: Restore scripts/backup//Config.tar.gz... DBI connect('database=otrs;host=localhost;','otrs',...) Failed: Access denied for user 'otrs'&'localhost' (using password: XXXX) at C:/otrs/otrs/kernel/system/ DB.pm line 197 Error: OTRS-Restore-10 Perl: 5.8.8 OS: MSWin32 Time: Message: Access denied for user 'otrs'@'localhost' (using password: XXXX) Traceback(3588) Module: Kernel::System::DB::new (v1.73) Line: 174 Module: scripts/restore.pl (v1.4) Line: 84 I know it is a new install but shouldn't it allow access after installing if it has no user information? If not how do I give the restore.pl access? Do I have to copy over the permissions from the backup and if so what file do I need to copy over? Thanks.

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Possible bug in CustomerTicketZoom.dtl
by Laurent Minost 23 Aug '07

23 Aug '07

Hi, Using OTRS 2.2.2 and noticed that it's possible there's a problem with CustomerTicketZoom.dtl code : -----  <hr> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="CustomerTicketZoom"> <input type="hidden" name="Subaction" value="Store"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="ArticleID" value="$QData{"Article::ArticleID"}"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0" width="100%"> <tr> <td class="contentkey" width="15%">$Text{"Subject"}:</td> <td class="contentvalue" width="85%"> ---> <input type="text" name="Subject" value="$QData{"Subject"}" size="70"> <--- </td> </tr> <tr> ----- It seems $QData{"Subject"} should filled up Subject textbox with old Subject for the current ticket but it currently doesn't. Does anyone can confirm me this behaviour is normal or not, or at least is the same as mine on its OTRS installation ? Thanks by advance, BR, Laurent Minost

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RE: [otrs] Problems with accent and special characters(Ñ and á) tildes
by Dan King 23 Aug '07

23 Aug '07

Hi Carlos, I had the same issue with french special characters. I had to add a mod_perl environment variable so it used the same character set that the database was using for its character encoding. I am using Oracle as a backend and had to set NLS_LANG as a unix environment variable. I also had to set a perl environment variable because I guess it does not get the ones from the server. What does the error say that you are receiving? I had two issues before I fixed the problem. One was that all special characters would show up as question marks. The second was that if I had a special character in the Subject line of an incoming or outgoing email ticket or a phone ticket I would receive an error and the ticket wasn't processed or added to the queue, I'm sorry I don't remember what the error message was. The lines of code I used to fix this was placed in the httpd.conf file for apache. It is below: PerlSetEnv NLS_LANG AMERICAN_AMERICA.WE8ISO8859P1 PerlPassEnv NLS_LANG The following commands might need to be placed in the .profile file of a user that runs OTRS, apache, or your database or a combination of the three. I haven't experimented this far because I just fixed my problem late yesterday so I don't know if any or all are required. NLS_LANG=AMERICAN_AMERICA.WE8ISO8859P1 export NLS_LANG Although these commands can vary depending on the OS and database software you are using. Email back if you have further questions. 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 Carlos Álvarez Sent: August 23, 2007 5:16 AM To: otrs(a)otrs.org Subject: [otrs] Problems with accent and special characters(Ñ and á) tildes I have a problem with Spanish special characters, as ´ or Ñ, when I write some with these characters (I'm spanish), I have problems and I receive a error on the screen, can I resolve this problem? Thanks. -- Carlos Alvarez Dataware Sistemas _______________________________________________ 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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queue order
by Peter Hoogkamer 23 Aug '07

23 Aug '07

Hello list, I am starting to use OTRS now and I have made several queues. But now I would like to see my personal queue listed when I log in to OTRS and not the general queue. Can somebody tell me how to do this?? Thx, Peter

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Problems with accent and special characters (Ñ and á) tildes
by Carlos Álvarez 23 Aug '07

23 Aug '07

I have a problem with Spanish special characters, as ´ or Ñ, when I write some with these characters (I'm spanish), I have problems and I receive a error on the screen, can I resolve this problem? Thanks. -- Carlos Alvarez Dataware Sistemas

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