November 2008 - otrs - OTRS mailing lists

undefined value as an ARRAY reference
by Chico 24 Nov '08

24 Nov '08

Hi All, My instance of OTRS was hanging up/very slow response time, so in all my wisdom I decided to reboot the host. Not such a great idea since it appears there may have been a transaction, or something processing at the time. :) Anyhow, I was hoping if someone could help me figure this one out? My instance of OTRS is having the below error: Can't use an undefined value as an ARRAY reference at /var/data/otrs/Kernel/Modules/AgentTicketQueue.pm line 810. Below is line 810 of AgentTicketQueue.pm: my @QueuesNew = @{ $Param{Queues} }; Do you have any ideas on how I could resolve this issue? Thanks in advance!, Shawn

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Fastcgi
by Paul Dale 22 Nov '08

22 Nov '08

Trying this again, first email didn't seem to go through. I'm trying to find information on setting up otrs with fastcgi. I see the fastcgi version in there, but haven't found any documentation anywhere on how to set it up properly. Does anyone have a reference or tips? Thanks! Paul

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Anonymous ticket submission & status viewing?
by JJB 21 Nov '08

21 Nov '08

Is there a way to configure OTRS so that we don't have to create users & passwords for everyone? Ideally all open customer tickets would be viewable from the customer side anonymously and any user could submit a ticket by entering their email address and a description of the problem. Thanks, Joel

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fastcgi
by Paul Dale 21 Nov '08

21 Nov '08

Howdy, Is there documentation for installing otrs under fastcgi somewhere? Thanks, paul

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Changing Queue view
by Filip Ruymen 21 Nov '08

21 Nov '08

Hi everyone, We just started using OTRS and now we are wondering if it is possible to change the queue view so that it show us an oversight of all the queues with how many queues there are in each queue. When you click on a queue then, it should show you all the tickets in the queue but it only needs to show you the ticket number, from who it came from, to who it is assigned, the subject and the status. Is there anyway that I can do this? Kind regards Filip Ruymen

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OTRS CVS format
by Marijan Lesko (MLK) 20 Nov '08

20 Nov '08

Hi everyone, Whenever I print stat report in CVS format I get something like this: Priority;"Sat 1";"Sun 2";"Mon 3";"Tue 4";"Wed 5";"Thu 6";"Fri 7";"Sat 8";"Sun 9";"Mon 10";"Tue 11";"Wed 12";"Thu 13";"Fri 14";"Sat 15";"Sun 16";"Mon 17";"Tue 18";"Sum" Instead of getting a nice excel spreadsheet, all records end up in the same cell, the first one. Is there any problem with the CSV converter in OTRS? If yes is there any fix for it? Marijan Lesko -- Votre meilleur compliment à MontréalNetQuest Inc. est une référence auprès vos amis et partenaires d'affaires. Gestion Des Technologies Informatiques. 5250, ave. Ferrier, suite 805, Montréal (Québec) H4P 1L4 Tél: (514) 486-9005 x1001, Sans frais: 1-866-486-9005 x1001, Fax: (514) 486-5721 E-mail: marijan(a)mnquest.com <mailto:marijan@mnquest.com> , http://www.mnquest.com <http://www.mnquest.com/> -- Les prix soumissionnés sont valides pour une période de 24 heures à moins d'avis contraire ~ Vérifier si le produit suggéré correspond à vos attentes. --------------- This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Permissions denied when trying to access ANYTHING otrs
by Levi_Ruiz＠ord.uscourts.gov 20 Nov '08

20 Nov '08

Okay, my otrs was running fine for awhile, albeit unused as I'm in the initial setup stage. I had, until recently, focused my attention on opennms (running on the same server) in getting it all up and running. Once I finally got opennms how I liked it I turned my attention back to otrs. The first thing I got was an error saying that it could not connect to the database. I tried tweaking a few things (I forget exactly what) which ultimately ended up with the following error: Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Now, for the life of me, I cannot get rid of it. I have tried the following: Ran the SetPermissions.sh script Ran otrs.checkModules (everything is fine) Ran CheckDB.pl (successful) Complete removed httpd AND otrs and manually deleted any directories and files leftover Reinstalled httpd and otrs Changed the entire /opt/otrs (my home) directory to chmod 777 and still no success I switched over to my apache user and was able to completely traverse the entire directory structure I don't know what else there is that I can check :( HELP!

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change the default "Next state"
by Sam Ami 20 Nov '08

20 Nov '08

I have two questions... 1. How do I change the default "Next state" for the customer ticket to "Open" and not "Closed Successfully" ? 2. How do I change the default sort order for the Customers "Company Tickets" to oldest first (oldest at the top) ? Regards

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Need Type! Log Messages when using OTRS web front end
by James Chase 20 Nov '08

20 Nov '08

Hi All, I'm having a slight problem after upgrading from 2.2.4 to 2.3.3 on a CentOS 4 (RHEL4) machine. I get the following lines in '/var/log/messages' quite often. Oct 27 09:57:43 tao OTRS-CGI-10[31841]: [Error][Kernel::System::Cache::Get][Line:137]: Need Type! Oct 27 09:57:43 tao OTRS-CGI-10[31841]: [Error][Kernel::System::Cache::Set][Line:105]: Need Type! As far as I can tell it only occurs when I login to the OTRS web front end and browse through the links. Doing the upgrade I just copied the new release files over my existing installation, and ran the database upgrade scripts as mentioned in the UPGRADE readme. I deleted the old /var/cron/ directory contents since it seemed like many of the old cron jobs were no longer being used. I also tried the upgrade by just creating a new directory for OTRS and copying over my old Config.PM file but then it complained that nothing was registered in Config.PM everytime I clicked on a link on the web front end. Does anyone know what the origin of these messages are? Are there stale cache files that have to do with OTRS that are causing issues? Note that everything seems to work perfectly besides these annoying and strange log messages. Thanks for any help! James PS - I posted this messages when I first signed up for the OTRS mailing list, but I don't think I was registered properly at the time -- Many apologies if some of you got this before. I do not mean to double post -- "Beware of all enterprises that require new clothes." -- Henry David Thoreau

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upgrade OTRS 2.1.7 to 2.3.3 on ubuntu 7.10
by Trasschaert Karl 20 Nov '08

20 Nov '08

Hi all, I've installed otrs2 from synaptics on a ubuntu 7.10. It have installed the OTRS 2.1.7. Now i would like to upgrade otrs to the version 2.3.3 Is it a process to upgrade OTRS? Thx in advance. Karl _________________________________________________________________ Vos emails et contacts Messenger vous suivent partout http://www.windowslivemobile.msn.com/?mkt=fr-be

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