January 2008 - otrs - OTRS mailing lists

Setup on CentOS
by Jeff Adams 07 Jan '08

07 Jan '08

After installing otrs on CentOS 5, I can login with default user but I get this error when I try to make a new user: can't resolve "localhost" to address at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/Resolver/Base.pm line 750. localhost is in the hosts file. This machine is also a mailserver with postfix, a pop server, a caching nameserver and other stuff running. The otrs database setup went fine. I know that localhost is resolvable and I don't see other issues with this box. Any ideas what the problem could be or suggestions for troubleshooting?

2 4

Re: [otrs] Version update
by Nils Breunese (Lemonbit) 07 Jan '08

07 Jan '08

Nuno Miguel Neves wrote: > I’m sorry if this question is already answered, but it is so > specific I don’t believe it is. > > I would like to upgrade from version 2.0.4-3 to the latest (2.2.4). > > Since I read something about a database update, I would like to know > what I must do in order not to lose any information. In order to not lose any information, you must do regular backups. :o) In order to upgrade your database you run the applicable DB-update scripts that you find in the scripts directory. Since you're talking about 2.0.4-3 I assume you're talking about some distribution-specific package (which may run these DB-update scripts for you), so you probably don't want to upgrade using the source package. What OS are you on? Nils Breunese.

1 0

Version update
by Nuno Miguel Neves 07 Jan '08

07 Jan '08

Hello all. I'm sorry if this question is already answered, but it is so specific I don't believe it is. I would like to upgrade from version 2.0.4-3 to the latest (2.2.4). Since I read something about a database update, I would like to know what I must do in order not to lose any information. Thank you, Nuno

1 0

config file location?
by kerneljack 07 Jan '08

07 Jan '08

Hi, I hope this is not a stupid question. I am trying to optimise our OTRS installation, and I want to change the TicketIndexModule type from 'RuntimeDB' to 'StaticDB'. In which config file am I supposed to make this setting? I have added a line to the bottom of the "Load" subroutine in the Kernel/Config.pm file, but I have no way to verify if these have taken effect? I know about the Admin/SysConfig module, and from there if I search for TicketIndexModule, I get *nothing*. It seems I need to search for Ticket::IndexModule and then I can change the value, but where is this value stored, and can I see it and modify it manually? Thanks.

1 0

SessionID is invalid!!
by Jorge Thomé 07 Jan '08

07 Jan '08

Hi All, Im new to OTRS and after configured all e-mails notifications and start using and testing, I started to get SessionID is invalid!! message after trying to login. Now I cant login with any of the users I have. The URL http://myipaddress/otrs/index.pl?dummy <http://myipaddress/otrs/index.pl?dummy&SessionID=&Session=10d181d5b55f2ec7e d680d35c49740ee4b> &SessionID=&Session=10d181d5b55f2ec7ed680d35c49740ee4b is returned after the login attempt. Thanks for your help, Jorge

2 1

Stats Module
by Brighton Buruuru 07 Jan '08

07 Jan '08

Hi guys I am running OTRS verson 2.0.4 and would like to customize my stats reports. The module has 4 reports, however I would like to be in a position to design my own reports. Is it possible to do this in this version because I see with OTRS 2.2.4 there is an option to create new reports. How can I create my own new reports in version 2.0.4. Thanks Brighton

1 0

Installing on "cpanel" machine with suExec
by Jeff MacDonald 06 Jan '08

06 Jan '08

Hi Folks, I'm installing on my FreeBSD 6.2 machine [ yup, I'm root ]. It has cPanel installed and thus uses suExec. [That's something I'd like to keep since I have a pile of users running CGI's] I think that because /usr/local/otrs is outside of my document root of /usr/home/suite210/public_html , it won't execute. The only error message I'm getting in my apache error logs are " Premature end of script headers " I've checked my UID/GID settings to make sure they jive and they do, everything is being run as the user suite210 with the group suite210. I even tried writing a super simple cgi that just prints a headers and "hello" and it barfed the same way. Of course I don't want to move local/orts inside of the document root as it's web accessable, so I"m looking for workarounds. Suggestions? Jeff. ---- Jeff MacDonald Interchange Technologies 613 292 6239

2 1

Installation on CentOS
by Jeff Adams 06 Jan '08

06 Jan '08

After installing otrs on CentOS 5, I can login with default user but I get this error when I try to make a new user: can't resolve "localhost" to address at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/Resolver/Base.pm line 750. localhost is in the hosts file. This machine is also a mailserver with postfix, a pop server, a caching nameserver and other stuff running. The otrs database setup went fine. I know that localhost is resolvable and I don't see other issues with this box. Any ideas what the problem could be or suggestions for troubleshooting?

1 0

Change default “new” state name
by Leticia Larrosa 05 Jan '08

05 Jan '08

Hi I'm using OTRS 2.1 for ubuntu 7.10 server. I want to* *change the State name of pre-defined States of Tickets, for example change the "new" state name from "new" to "differentToNew", so my final users (no English speakers) can understand the States of Tickets). After I change it in the Admin-Area (link "Status"), I follow the indications of "Chapter 10. Modifying ticket states and ticket state types" of the "OTRS 2.1 - Admin Manual", so I edit "Kernel/Config.pm" file and add the follow lines: """ $Self->{PostmasterDefaultState} = 'differentToNew'; $Self->{CustomerDefaultState} = 'differentToNew'; """ When some customer, through the Customer Web Interface, tries to add a new Ticket, the follow error appears (and the Ticket isn't added): """ Error: Need TicketID! Comentario: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Oct 31 08:10:20 2007 Message: Need TicketID! Traceback (7656): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.128.2.4) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.12.2.1) Line: 286 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16.2.1) Line: 695 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 """ At the same time, in the System Log<http://192.168.88.2/otrs/index.pl?Action=AdminLog>appear the following errors: """ Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 No StateID for 'new'!!! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 StateType 'new' not found! """ Any suggestion will be appreciated. Thanks in advanced. Leticia Larrosa

2 2

Re: [otrs] Reply-to field for Agent notification
by Christophe Pouillet 04 Jan '08

04 Jan '08

Hi Gabriella, thank you for your answer and by the way happy new year to you and to all list members. Reading your answer, it seems that you're talking about setting up notifications for customers or agents. This already works upon ticket creation (for example). Agent are notified by OTRS system. The fact is that customer details (email) is in the notification subject or in the body. Sorry if I'm repeating my request but I want to be sure that we are talking about the same thing. What we would like is to have the notification header 'reply-to' field setup with the customer email. Then an agent would just have to 'reply to' directly to the customer from the OTRS notication email. Did you ever configure your OTRS with such mecanism (an agent directly answers to customer through ticket creation notification reply-to) ? If so, we would be very interested to get more infos from you (what and where to setup/ modify the perl code). thank you in advance for your lights, Regards, Chris. > > Yeah, this is possible. > Moreover, if you properly configure the auto-reply and notifications > functions, it' sufficient to write emails to otrs only, then the customers > and/or the agents will be notified by mail by the system itself. > Only, the agents still need to login to the system to close the tickets, > change the state of the tickets, and do other administrative operations > > Gabriele > > ----- Original Message ----- > From: "Christophe Pouillet" <cpouillet(a)exosec.fr> > To: <otrs(a)otrs.org> > Sent: Wednesday, December 26, 2007 5:08 PM > Subject: [otrs] Reply-to field for Agent notification > > > >> Hi there, >> >> >> We try to setup a working OTRS system for our support team. These guys >> are mainly supporting our customers through email, spending most of their >> time at customers sites with no web access. >> >> We would like to use OTRS to manage tickets but we are stuck with an >> usage problem. >> >> We would like our agents to be able to directly answer the customer >> request after a new ticket creation. >> For that we thought about having the reply-to agent notification field >> setup with the customer email. >> Doing so, an agent could directly answer to the customer (with a 'cc' to >> otrs system). >> >> Does anyone ever tried or solved this ? >> TIA for your help, >> >> Best regards and happy new year. >> Chris. >> _______________________________________________ >> 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/ >> >> >> >> >> >> >> > > > ------------------------------ > > Message: 6 > Date: Thu, 3 Jan 2008 08:31:06 +0100 > From: "Peter Hoogkamer" <peter.hoogkamer(a)gmail.com> > Subject: Re: [otrs] The system crashes > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <73aa5bd40801022331h653dc50bna157965fd53acae0(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Hello Gabriele, > > I am using a Windows 2003 server. It's a hp blade server, but had a > test system running on a standard dell desktop (dimension e520) and > had no problems there. > > Gr. > > Peter > > 2008/1/2, Gabriele D'Andrea <gabriele.dandrea(a)ecohmedia.com>: > >> What Windows OS are you using? >> >> Previously I was running a test environment on a Windows XP box, and >> sometimes I had to restart Apache, seemed like it took most of the system >> memory then stopped responding. However it was only notebook with little >> resources, and I didn't troubleshoot it cause we moved to a new linux >> server. >> >> Gabriele >> >> ----- Original Message ----- >> From: "Antonio Sarmiento " <asarmiento(a)mi.cl> >> To: <otrs(a)otrs.org> >> Sent: Thursday, December 27, 2007 9:23 PM >> Subject: Re: [otrs] The system crashes >> >> >> Anyway I copy the file, and the error does not occur again,but the system is >> still whit the problem. >> I check all the logs file with the date of the day (apache and mysql) and I >> dind´t find any error at time the systems stpos ?? >> >> Somebody has another hints more than change to Linux. >> >> I Remeber Peter is running over the same winn 2003 server like us, but >> without >> problems. >> >> what other file can I check ? >> What may be falling Apache ? Mysql ?, OTRS ? >> >> where in OTRS may I check what is running ?? >> >> Thanks again >> >> Antonio >> >> >> >> >>> Date: Thu, 27 Dec 2007 14:49:46 +0400 >>> From: Mike Lykov <combr(a)reg.ru> >>> Subject: Re: [otrs] The system crashes >>> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >>> Message-ID: <200712271449.46281.combr(a)reg.ru> >>> Content-Type: text/plain; charset="utf-8" >>> >>> Ð' Ñ?Ð¾Ð¾Ð±Ñ?ÐµÐ½Ð¸Ð¸ Ð¾Ñ, Thursday 27 December 2007 04:44:58 Antonio >>> Sarmiento Ð½Ð°Ð¿Ð¸Ñ?Ð°Ð»(Ð°): >>> >>>> [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not >>>> exist: C:/OTRS/Apache2/htdocs/favicon.ico >>>> >>>> There are 2 errors the first was at 11:43 an the second error at 11:57 >>>> but >>>> the system stop al 12:09 more less ?? >>>> >>> don't bother this file isn't needed >>> >>> Mike >>> >>> >>> >> _______________________________________________ >> 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/ >> >> >> >> >> _______________________________________________ >> 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/ >> >> > > ------------------------------ > > _______________________________________________ > otrs mailing list > otrs(a)otrs.org > http://lists.otrs.org/cgi-bin/listinfo/otrs > > > End of otrs Digest, Vol 54, Issue 3 > *********************************** > -- ------------------------------------------------------------------------ *Et si votre informatique devenait un outil fiable et performant ?* *Expertise en Qualité de Service des réseaux et flux IP. * EXOSEC* - Architecte de Sérénité <http://www.exosec.fr> *Christophe Pouillet* ZAC des Metz - 3 Rue du petit robinson - 78350 JOUY EN JOSAS Tél: 01 30 67 60 65 - Fax: 01 75 43 40 70 - GSM: 06.71.01.68.76 email: cpouillet(a)exosec.fr - www.exosec.fr clé publique PGP sur http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x533C5A60 <http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x533C5A60> ------------------------------------------------------------------------

2 1