September 2007 - otrs - OTRS mailing lists

PKI Implementation
by Maurice James Ny 13 Sep '07

13 Sep '07

I know this is a long shot. Has anyone attempted PKI implementation for authentication to OTRS?

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Can't locate Kernel/Config/Defaults.pm in @INC
by Buice, David R 13 Sep '07

13 Sep '07

Hello, I am installing OTRS on a Sun machine running Solaris 5.8. I've got mysql up and running as well as apache2. I've followed all the installation instructions for OTRS on a UNIX system. When I try to run installer.pl from the web page (http://hostname/otrs/installer.pl) in Internet Explorer I get the following error in Apache's error log: cat error_log [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] Can't locate Kernel/Config/Defaults.pm in @INC (@INC contains: /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/lib/perl5/5.8.8/sun4-solaris /usr/local/lib/perl5/5.8.8 /usr/local/lib/perl5/site_perl/5.8.8/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.8 /usr/local/lib/perl5/site_perl .) at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 92. [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 92. [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] Compilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 38. [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 38. [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] Premature end of script headers: installer.pl If I try to go to the otrs-web page the following error shows up: cat error_log [Thu Sep 13 12:51:28 2007] [error] [client 130.170.246.72] Can't locate Kernel/System/Web/InterfaceAgent.pm in @INC (@INC contains: /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/lib/perl5/5.8.8/sun4-solaris /usr/local/lib/perl5/5.8.8 /usr/local/lib/perl5/site_perl/5.8.8/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.8 /usr/local/lib/perl5/site_perl .) at /opt/otrs/bin/cgi-bin/index.pl line 41. [Thu Sep 13 12:51:28 2007] [error] [client 130.170.246.72] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 41. [Thu Sep 13 12:51:28 2007] [error] [client 130.170.246.72] Premature end of script headers: index.pl All my *.pm.dist files are copied as *.pm files, and all the perl scripts come back with an OK for syntax after running perl -cw on them. I am sooooo close to getting OTRS to work. What have I got wrong? Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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customer webinterface queue selection
by Pascal Rebsamen 13 Sep '07

13 Sep '07

hi, we want use otrs to support our customers. the primary ticket handling should be done over the customer webinterface. we created a queue for each customer and added a new customer account. when the customer log in to the webinterface and create a new ticket, he can see all queues. what can i do, that the customer only see the queue, that is responsible for hes company? thanks for help regards pascal

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apache server fails
by pri pri 13 Sep '07

13 Sep '07

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generic agent
by pri pri 13 Sep '07

13 Sep '07

hi all can somebody tell if there is complete explanation for the generic agent option in the documentation. i could only find one page about generic agent. i would like to know more about the CMD and the module part of the generic agent. i do not understand these options. thank you _________________________________________________________________ Marriage? Get Detailed Profiles only at shaadi.com http://ss1.richmedia.in/recurl.asp?pid=199

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removing tickets from the database
by pri pri 13 Sep '07

13 Sep '07

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RE: [otrs] using email to close otrs tickets
by Bartsch, Martin msg asp gmbh 13 Sep '07

13 Sep '07

Hi, use the generic agent. Search for tickts with CLOSE an set the new state to closed. Mit freundlichen Grüßen / Kind regards Martin Bartsch > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Janet Post > Sent: Monday, December 18, 2006 9:51 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] using email to close otrs tickets > > > Hello all, > > I am using otrs version 2.1.2. I would the ability to close > tickets via > email. I would like to have a filter that finds either: CLOSED or > RESOLVED as the first word in the subject line, and have otrs > close the > ticket. Is there some way to do this? > > I have tried using the postmaster filter with these settings: > > Match: > Header 1: Subject Value: CLOSED > > Set: > Header 1: X-OTRS-State Value: closed successful > > But this does not seem to work. > > Janet > > _______________________________________________ > 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 orr consulting for your OTRS system? > =http://www.otrs.com/ >

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How can i lock a user to just one queue
by Mujtaba Karim 13 Sep '07

13 Sep '07

HI I have an issue how can I lock a specific user to one queue He only have access to one queue. and not others how can I restrict a user ??? Any ideas Please give me detailed description with example as to how I can do this Secondly is there a way where I can connect TWO OTRS together?? One running in US and one in Germany?? Any possibility to sync or merge them ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

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Custom customer field - drop down
by Keith 12 Sep '07

12 Sep '07

I was wondering if there was a way to create a custom field for Customers that is a drop down list? We need a field for Office Names, but I'd rather not leave it as free text since we'll be generating reports based on that field. I got another regular custom field for the Phone number working like the documentation said, but can't find anything about making a drop down. I saw that the "Valid" field is a drop down and that it's pulling it's data from the "valid" table based on a key number in the customer_user table. Having something like that would be perfect. Thanks in advance for your help! Keith

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Update Time is way off
by Christian Petrou 12 Sep '07

12 Sep '07

Can anyone point me in the right direction? The Update and State time on our system is way off. State: pending reminder Locked: unlock Priority: 3 normal Queue: The Light Group::L[..] Update Time: -110 hours 58 minutes 09/07/2007 20:13 Solution Time: -111 hours 2 minutes 09/07/2007 20:09 Christian │IT Department 6276 S. Rainbow Ste. 120 Las Vegas, NV 89118 Please consider the environment before printing this email P

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