October 2009 - otrs - OTRS mailing lists

Zero Sized Reply
by Hunter, David 16 Oct '09

16 Oct '09

Morning all, Every couple of days we seem to have an issue with logging into OTRS first thing in the morning. This morning when we tried we got the following error:- The following error was encountered Zero Sized Reply Filter device did not receive any data for this request If I restart the OTRS service I'm able to login again. Has anybody else experienced this? OS is Open Suse 11.1 and OTRS version is 2.4.4 Many thanks, David

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Error: Sorry, Apache::Reload
by pcsystemd＠free.fr 15 Oct '09

15 Oct '09

Hello, when I click Package Manager I have the following error and it has been two days trying to solve it but without success. An idea? Thank you Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". [..] Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (17182): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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LDAP via SysConfig
by Adrián Fernández Leiro 15 Oct '09

15 Oct '09

Is it posible to configure LDAP for Customers only via SysConfig? It seems that my installation doesnt like Config.pm Its a Debian Thanks

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autoreply to CC
by Ilya Kornev 15 Oct '09

15 Oct '09

Hi, Currently OTRS doesn't send autoreply to addresses CC'ed in the initial customer email. I've seen this issue discussed before and as far as I know there's still no way to configure this through admin interface. I've found this solution - http://lists.otrs.org/pipermail/otrs/2006-December/013115.html But after inserting this code to my Article.pm Apache fails to start. I'm not a developer and it's hard for me to understand what I am missing here. Any hint? Also, how can I file a feature request to add the possibility to include CC to auto replies? Best regards, Ilya Kornev

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Self created tickets
by theod＠physics.auth.gr 15 Oct '09

15 Oct '09

Hi to all, I'm new to otrs and I was wondering if it is possible to have a generic 'create ticket' option apart from 'phone-ticket' and 'email-ticket'. This could be used to create a ticket for an issue that was spotted by an otrs agent and could also simulate a personal TODO-list... Thanks for your time, Theodoropoulos Theodoros

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Closing calls after inactivity
by Marretta, Rosanna 15 Oct '09

15 Oct '09

Hi, Is there anyway to close a call automatically after inactivity after a certain period? Thanks, Rosanna

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Number of duplicate tickets per customer
by Hiren Joshi 15 Oct '09

15 Oct '09

Hello all, I'm using 2.4.4, is there a way to see how many open tickets there are for any given customer? In our case a customer is just an email address nothing more. Thanks, Josh.

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Editing interface themes
by JB 14 Oct '09

14 Oct '09

I have edited the ticket entry form for customer to force them to put in an asset tag, much like the subject. The problem I am running into is even though I can force the customer to put something into the field. i cannot make the ''agent ticket zoom" form to show the data. Has anyone else editing their forms this was so a customer is forced to enter data, like the ticket form forces you to put in a subject, and then had that data transfer into the ticket the agents see. Thank you for your help I am pulling my hair out.

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Question of ticket management
by Sarah Baker 14 Oct '09

14 Oct '09

As an manager of a queue for which quite a few other people are responding for, how do I change the priority on a ticket I don't own? it seems that thusfar in order to change priority on a ticket I need to become owner, change it, and reassign back to the person working on it. Is there another way? - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000

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Ldap integration
by Paolo Esposito 14 Oct '09

14 Oct '09

Hi all, my name's Paolo and i work for a company where i try to configure ldap-authentication for windows server 2003. I installed on a linux debian OTRS, i followed indication on a OTRS site but, when i change the Config.pm file, i try to restart apache service I received this error message: [error] Global symbol "$Self" requires explicit package name at /opt/otrs//Kernel/Config.pm line 121. the 121 line is the following: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; Error is the same for all lines into the Config.pm file. Can you help me about a solution of this error, for me is very important because for this error i can't use OTRS. Thank you in advanced. Best regards Paolo

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