September 2007 - otrs - OTRS mailing lists

How to add Notes
by Munawar Zeeshan 29 Sep '07

29 Sep '07

How can I add notes to my Notifications? Like I want to add the notes of the ticket, if any, in the Escalation Ticket notification. Any idea?? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.13.30/1030 - Release Date: 9/25/2007 8:02 AM

1 0

LDAP auth: Panic! No UserData!!!
by Régis OBERLE 28 Sep '07

28 Sep '07

Hello, I'm trying to get agents synchronized through our Microsoft Active Directory. Login only works for agents which already are in the otrs database. All other agents get the "Panic! No UserData!!!" error message. Reading this, http://lists.otrs.org/pipermail/otrs/2007-January/017528.html, I understand that in fact, data retrieved from LDAP are not inserted in the database as it should. But I really don't know how to correct this. I've tested a lot of params without success. I give you my Config.pm if it can helps. Thank you. Régis ====================== Config.pm ================================= $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'carole.waterair.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Utilisateurs,dc=waterair,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs_ldap,cn=Users,dc=waterair,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenname', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'carole.waterair.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Utilisateurs,dc=waterair,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs_ldap,cn=Users,dc=waterair,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'pass'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'carole.waterair.com', BaseDN => 'ou=Utilisateurs,dc=waterair,dc=com', SSCOPE => 'sub', UserDN =>'cn=otrs_ldap,cn=Users,dc=waterair,dc=com', UserPw => 'pass', #SourceCharset => 'iso-8859-1', #DestCharset => 'utf-8', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

1 0

Notify customers about external notes
by Ricardo Santos 28 Sep '07

28 Sep '07

Hi, It's possible no notify costumers about the external notes created by the agents? If it is, who? Cheers, Ricardo

1 0

Ticket deadline
by Sándor Fehér 28 Sep '07

28 Sep '07

Hi, We would like to use otrs for tracking our sw development task and it's deadlines too. I'm wondering if there is a method to achieve this. I don't think to add a new freetext column called deadline to the ticket itself is enough. I would like to see the deadlines, search for them and so one.. Thanks a lot. Regards, Sandor -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

2 2

access denied, apache2::reload not working -- but everything *seems* right
by Mark Nernberg 27 Sep '07

27 Sep '07

I'm an experienced OTRS user installing a new OTRS. We are using Apache 2.2 under FreeBSD 6.2 with Perl 5.8.8 Everything is (to my knowledge) set up right, but I am having weird access-denied errors and issues with Apache finding modules, etc. When going to the OTRS web page (https://secure.1fast.us/otrs/index.pl) I get: "Forbidden. You don't have permission to access /otrs/index.pl" on this server. The relevant portions of my httpd.conf: ScriptAlias /otrs/ "/usr/local/www/secure/otrs/bin/cgi-bin/" Alias /otrs-web/ /usr/local/www/secure/otrs/var/httpd/htdocs/ <Directory /usr/local/www/secure/otrs> Options +ExecCGI </Directory> PerlModule Apache2::Reload PerlModule Apache::DBI PerlModule Apache2::RequestRec PerlInitHandler Apache2::Reload PerlRequire /usr/local/www/secure/otrs/scripts/apache2-perl-startup.pl PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs/> ErrorDocument 403 https://secure.1fast.us/otrs/index.pl SSLRequireSSL yes SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv </Location> <Directory /usr/local/www/secure/otrs/bin/cgi-bin/> AllowOverride None Options +ExecCGI -Includes </Directory> <Directory /usr/local/www/secure/otrs/var/httpd/htdocs/> AllowOverride None Options +ExecCGI -Includes </Directory> In the httpd-error log, I have a mess of "Can't locate" errors regarding modules in OTRS - except these files all exist! [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/scripts/apache2-perl-startup.pl [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Config.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Config/Defaults.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Language.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/Admin.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminAutoResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminCustomerUser.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminCustomerUserGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminEmail.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminLog.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminNotification.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminPGP.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminPOP3.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminPackageManager.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminPostMasterFilter.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminQueue.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminQueueAutoResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminQueueResponses.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminResponseAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminRole.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminRoleGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminRoleUser.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSMIME.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSalutation.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSelectBox.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSession.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSignature.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminState.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSysConfig.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSystemAddress.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminUser.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminUserGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentBook.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentLinkObject.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentPreferences.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentSpelling.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentStats.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketBounce.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketBulk.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketClose.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketCompose.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketCustomer.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketEmail.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketForward.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketFreeText.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketHistory.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketLock.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketMailbox.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketMove.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketNote.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketOwner.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPending.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPhone.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPlain.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPrint.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPriority.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketQueue.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketSearch.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketStatusView.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketZoom.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerPreferences.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerTicketAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerTicketMessage.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerTicketOverView.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerTicketZoom.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerZoom.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/ArticleAttachmentDownload.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/ArticleAttachmentHTMLViewer.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/Layout.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/LayoutTicket.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NavBarLockedTickets.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NavBarModuleAdmin.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NavBarTicketBulkAction.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationAgentOnline.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationAgentTicket.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationAgentTicketSeen.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationCharsetCheck.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationCustomerOnline.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationUIDCheck.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/PreferencesGeneric.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/PreferencesLanguage.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/PreferencesPassword.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/PreferencesTheme.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/TicketMenuGeneric.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/TicketMenuLock.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Auth.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Auth/DB.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/AuthSession.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/AuthSession/DB.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/AutoResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CSV.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Cache.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CheckItem.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Config.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Crypt.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CustomerAuth.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CustomerCompany.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CustomerGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CustomerUser.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/DB.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Email.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Encode.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/FileTemp.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Group.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/LinkObject.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Lock.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Log.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Main.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Notification.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/PDF.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/POP3Account.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Package.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/PostMaster/Filter.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/PostMaster/LoopProtection.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Priority.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Queue.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/SLA.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Salutation.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/SearchProfile.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Service.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Signature.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Spelling.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/State.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Stats.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/StdAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/StdResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/SystemAddress.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Ticket.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Ticket/Article.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Ticket/Number/DateChecksum.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Time.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Type.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/User.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/User/Preferences/DB.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Valid.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/InterfaceAgent.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/InterfaceCustomer.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/InterfacePublic.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/Request.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/UploadCache.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/XML.pm [Thu Sep 27 13:44:43 2007] [error] [client 67.103.22.253] (13)Permission denied: access to /otrs/index.pl denied Any help is *most* appreciated!

1 0

Can't use from: ERROR
by Christian Petrou 27 Sep '07

27 Sep '07

Can anyone point me in the right direction? Just added another email address for a different queue, pop account works great. OTRS gets the email places in the right queue. All out bound email, or when I generate "compose answer" I get the following error? ERROR: OTRS-CGI-77 Perl: 5.8.8 OS: linux Time: Wed Sep 26 14:03:06 2007 Message: Can't use from: user2(a)mydomain.com! Enable debug for more info! Traceback (21487): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 86 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Do I need to restart OTRS for it to work right? Christian

2 2

Reopen a ticket via user web interface
by Jesús M. Navarro 27 Sep '07

27 Sep '07

Hi all: I can't find any option within the user web interface (the one for the support personnel) to reopen and already closed ticket if need arise. What am I overlooking? -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

4 6

How to install FAQ module on OTRS 2.2.2
by Régis OBERLE 27 Sep '07

27 Sep '07

Hello, Now that I have a full working OTRS install, I would like to add the FAQ module. My OTRS does not have acces to internet, so I need the opm package, but can't find it neither on the download area of otrs.org, nor on the ftp site. I probably missed someting, but I don't know what. Can someone point me to the right direction please ? Note: I already successfuly installed the ITSM module. Thank you Régis

2 1

remove links in ticket view.
by Anders Embretsen 27 Sep '07

27 Sep '07

hello How can I remove the links in the ticket view, i tried to remove customer, phone call, forward and the bounce links. I have disabled the modules but the links are still displayed. -- Best regards, Anders Embretsen

1 0

trying to remove compose links in ticket view
by Anders Embretsen 27 Sep '07

27 Sep '07

Hello I want to remove the "phone call" under contact customer and the forward and bounce link. I thought i had found it and disabled it in sysConf, but the links are still visible but they don't work because i have disabled the modules. I have read that the phone call link should not be visible after you have disabled the modules. Log of my sysconf. delete $Self->{'Frontend::Module'}->{'AgentTicketPhone'}; delete $Self->{'Frontend::Module'}->{'AgentTicketPhoneOutbound'}; delete $Self->{'Frontend::Module'}->{'AgentTicketEmail'}; delete $Self->{'Frontend::Module'}->{'AgentTicketBounce'}; delete $Self->{'Frontend::Module'}->{'AgentTicketForward'}; delete $Self->{'Frontend::Module'}->{'AgentTicketCustomer'}; Hope someone know if there are some other places I need to configure to remove the links from the page. -- Best regards, Anders Embretsen

1 0