May 2008 - otrs - OTRS mailing lists

Restore ticket_history_type table
by Régis OBERLE 06 May '08

06 May '08

Hello everybody, I've accidentally deleted the content of the ticket_history_table. I've reloaded the data from the otrs-initial_insert.mysql.sql script but since the "id" field is an auto-increment, values are starting now from 40 instead of 1. I had a look at the ticket_history.type_id values and I only have: 1,2 and 5. What can be the consequences of this error ? How can I correct the ticket_history_type table ? Thank you for your help. Regards, Régis

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Customer Interface
by DAVAUT Benoit [FR] 06 May '08

06 May '08

Hello, OTRS is working well now. But I have some problems use at the customer interface. For "Create New Ticket", I don't have entry for field "to": Therefore impossible to create a new ticket. The other problem is that one doesn't see the corresponding tickets. Both "My Tickets" that "Company Tickets" ! There are several customers in the same company. Therefore everyone should be able to see his own tickets to "My Tickets", and also tickets of any company to "Company Tickets". It's correct ? Thanks for your help. Regards, Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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Additional modules installation
by Ramesh.Nernuru＠cognizant.com 06 May '08

06 May '08

Hi, In my current installation, I couldn't find the Webmailer, FileManager, Calendar, ContentManager modules. Which version of OTRS has these modules and where are these OPM files available in the OTRS installation? As per the admin guide, The package manager can only handle opm packages, other formats (rpm, deb, e.g.) are not supported Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

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Re: [otrs] Looking where to put images when editing the HTML
by Leigh Reed 06 May '08

06 May '08

Hi, I don't know if this help anymore but the folder you are looking for is C:\OTRS\otrs\var\httpd\htdocs\images\Standard\ When you link to an image you need to use the url http://OTRSServer/otrs-web/images/Standard/exampleimage.jpg All this is assuming that you use Windows, if you are using Linux then I have no idea. Cheers Leigh -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Craig Meirick Sent: 16 April 2008 17:11 To: otrs(a)otrs.org Subject: [otrs] Looking where to put images when editing the HTML Where is a good place to put my "Logo" that I am configuring to show in the Customer Frontend? Is there an Image folder that already exists within the OTRS directories that I can place a Logo to be pointed to from the HTML within the CustomerHeader.dtl file? Or do I create an Image directory or place the Logo file somewhere else? Thanks in advance =) >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< _______________________________________________ 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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need help please
by Tony Canale 05 May '08

05 May '08

all of a sudden without making any changes we get this message when we try to forward a ticket; invalid otrs@localhost (invalid Syntax) I checked the AdminSystemAddress and it looks right. what am I missing? thanks, -Tony _________________________________________________________________ Windows Live SkyDrive lets you share files with faraway friends. http://www.windowslive.com/skydrive/overview.html?ocid=TXT_TAGLM_WL_Refresh…

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Permission problem
by Joaquin Rodriguez Varela 05 May '08

05 May '08

Hi, I'm getting the following error when trying to create a mail Ticket: Software error: Can't write /opt/otrs/var/log/TicketCounter.log at ../..//Kernel/System/Ticket/Number/AutoIncrement.pm Line 68. The folder /opt/otrs/var/log/ is owned by OTRS user and belogns to apache group, so does TicketCounter.log. I also get a Permission error when I try to access the Admin´s SysConfig option, the code error is the following: Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri May 2 17:48:09 2008 Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (20618): Module: Kernel::System::Config::WriteDefault (v1.64.2.1) Line: 247 Module: Kernel::Modules::AdminSysConfig::Run (v1.61.2.1) Line: 54 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I've run /opt/otrs/bin/SetPermissions.sh with no luck (with the corresponding users and groups). The OS is a CentOS 4 Thank´s in advance Joaquín Rodríguez Varela Asistencia Técnica al Canal ESET Latinoamérica ============================================ [@] jrodriguez(a)eset.com [Web] http://www.eset-la.com [Tel] +54 11 5786-0003 [Blog] blogs.eset-la.com/laboratorio ============================================ Protegemos su Mundo Digital ============================================

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Installing additional opm packages.
by Ike Nnabugwu 05 May '08

05 May '08

I have been trying to install additional packages with the opm extensions using package manager but each time click on the install button,I get an error.I do not have direct internet access and the only way that I have attempted to download these packages was to right click and select to save this target.Any ideas. Can't get file from http://otrs.org/repository.xml: 500 Can't connect to otrs.org:80 (connect: timeout)

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Send mail using SMTP failing
by Ramesh.Nernuru＠cognizant.com 05 May '08

05 May '08

Hi, When we tried to answer a ticket, we got this error ------------------------------------------------------------------------ --- ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Apr 29 17:10:37 2008 Message: Can't connect to ctsinhydsxud.cts.com: Bad file descriptor! Traceback (1132): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 127 Module: Kernel::System::Email::Send (v1.31.2.2) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147.2.2) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30.2.3) Line: 374 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ------------------------------------------------------------------------ ---- The following are sendmail module params ------------------------------------------------------------------------ ---- $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'ctsinhydsxud.cts.com'; $Self->{'SendmailModule::Port'} = '80'; $Self->{'SendmailModule::AuthUser'} = '139734'; $Self->{'SendmailModule::AuthPassword'} = 'password-8'; delete $Self->{'SendmailBcc'}; $Self->{'1'} = 1; ---------------------------------------------------------------------- we are able to connect to the exchange server using the same port. could you help us resolving this error. Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

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Re: [otrs] Ticket from calendar event?
by Nils Breunese (Lemonbit) 05 May '08

05 May '08

Wim Beerten wrote: > We’ve been asked to implement a way to automatically create tickets > for reoccurring yearly/monthly jobs in OTRS for our ordnance corps. > > My first thought was to use the calendar module in OTRS to have a > yearly/monthly event created for which the system could create a > ticket and place it In a ticket queue. However I can’t seem to find > a way to link a ticket to an event. > > Is there a way to trigger a ticket creation after a certain event > has occurred in the calendar in OTRS or is there another way how I > could implement this in OTRS? I have no experience with the calendar in OTRS, but it sounds like I would just setup a couple of cron jobs to send mails to OTRS. Nils Breunese.

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Ticket from calendar event?
by Wim Beerten 05 May '08

05 May '08

Hi, We’ve been asked to implement a way to automatically create tickets for reoccurring yearly/monthly jobs in OTRS for our ordnance corps. My first thought was to use the calendar module in OTRS to have a yearly/monthly event created for which the system could create a ticket and place it In a ticket queue. However I can’t seem to find a way to link a ticket to an event. Is there a way to trigger a ticket creation after a certain event has occurred in the calendar in OTRS or is there another way how I could implement this in OTRS? Thanks in advance, Wim No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.23.8/1414 - Release Date: 4/05/2008 12:31

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