February 2009 - otrs - OTRS mailing lists

Interrogations about Support module
by Laurent Minost 12 Feb '09

12 Feb '09

Hi everyone, I'm wondering how OTRS Support module is getting informations about WebServer please because on my installation, it tells me that a lot of things are critical where it should not : Check if the system use Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system use Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical -> Running system is : [root@daotrs conf.d]# cat /etc/redhat-release CentOS release 5.2 (Final) -> Apache::DBI module is installed and declared in otrs.conf : [root@daotrs conf.d]# rpm -qa | grep -i apache perl-Apache-DBI-1.07-1.el5.rf [root@daotrs conf.d]# rpm -ql perl-Apache-DBI /usr/lib/perl5/vendor_perl/5.8.8/Apache /usr/lib/perl5/vendor_perl/5.8.8/Apache/AuthDBI.pm /usr/lib/perl5/vendor_perl/5.8.8/Apache/DBI.pm ... [root@daotrs conf.d]# grep DBI /etc/httpd/conf.d/otrs.conf PerlModule Apache::DBI -> Same thing for Apache2::Reload [root@daotrs conf.d]# grep -i reload /etc/httpd/conf.d/otrs.conf # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload -> Same thing for mod_perl [root@daotrs conf.d]# rpm -qa | grep -i mod_perl mod_perl-2.0.2-6.3.el5 [root@daotrs conf.d]# grep mod_perl /etc/httpd/conf.d/perl.conf LoadModule perl_module modules/mod_perl.so verified this point from /server_info and saw that module is properly loaded ... Does it looks like something is weird with Support module detection/test please ? Any performance/improvements tips are also welcomed please :) How can I really check that mod_perl / Apache2::Reload / Apache::DBI are properly used/activated for OTRS please ? Thks, Laurent MINOST

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Fw: Changing Type and Priority of ticket in the same way as changing queue
by bis 12 Feb '09

12 Feb '09

third time lucky! --- On Thu, 12/2/09, bis <bis_d(a)yahoo.co.uk> wrote: From: bis <bis_d(a)yahoo.co.uk> Subject: Changing Type and Priority of ticket in the same way as changing queue To: otrs(a)otrs.org Date: Thursday, 12 February, 2009, 2:39 PM Sorry I forgot to attach the files! Bis Hi I want to change the Type and Priority of a ticket directly from the Zoom view, in the same way as we can change the Queue of the ticket, without having to go through the additional step of clicking "Amend" and then submitting the changes. If we are in the zoom view and want to change the Type or Priority of the ticket, we need to click "Amend" and then make the changes in the dropdown menus for Type or Priority and submit the changes (see attachment "amend.png"). What we would like to do is to be able to directly change the Type or Priority from the zoom view, as we are able to change the Queue of the ticket (see attachment "zoom.png"), without having to go into the "Amend" view. I have tried copying the dropdown menus for "Type" and "Priority" from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" - but without success. The subroutine which creates the menu for changing the "Queue" in the zoom view, as defined in the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl", is the following: <b>$Text{"Change queue"}:</b><br> <form action="$Env{"CGIHandle"}" method="get"> <input type="hidden" name="Action" value="AgentTicketMove"> <input type="hidden" name="Subaction" value="Unlock"> <input type="hidden" name="QueueID" value="$QData{"QueueID"}"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> $Data{"MoveQueuesStrg"} <input class="button" type="submit" value="$Text{"Move"}"> </form> Could someone suggest something similar I can do for changing Type and Priority? I tried something like the code below, for example, trying to copy the form elements from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" but all that did was to create a submit button without creating a dropdown menu. <b>Change priority:</b><br> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="Store"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="ImpactRC" value="0"> <input type="hidden" name="PriorityRC" value="0"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> $Data{"PriorityStrg"} <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> </form> Is there a way of achieving what I want through the front end? Any help would be gratefully appreciated! Thanks a lot! Bis

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Changing Type and Priority of ticket in the same way as changing queue
by bis 12 Feb '09

12 Feb '09

Sorry I forgot to attach the files! Bis Hi I want to change the Type and Priority of a ticket directly from the Zoom view, in the same way as we can change the Queue of the ticket, without having to go through the additional step of clicking "Amend" and then submitting the changes. If we are in the zoom view and want to change the Type or Priority of the ticket, we need to click "Amend" and then make the changes in the dropdown menus for Type or Priority and submit the changes (see attachment "amend.png"). What we would like to do is to be able to directly change the Type or Priority from the zoom view, as we are able to change the Queue of the ticket (see attachment "zoom.png"), without having to go into the "Amend" view. I have tried copying the dropdown menus for "Type" and "Priority" from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" - but without success. The subroutine which creates the menu for changing the "Queue" in the zoom view, as defined in the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl", is the following: <b>$Text{"Change queue"}:</b><br> <form action="$Env{"CGIHandle"}" method="get"> <input type="hidden" name="Action" value="AgentTicketMove"> <input type="hidden" name="Subaction" value="Unlock"> <input type="hidden" name="QueueID" value="$QData{"QueueID"}"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> $Data{"MoveQueuesStrg"} <input class="button" type="submit" value="$Text{"Move"}"> </form> Could someone suggest something similar I can do for changing Type and Priority? I tried something like the code below, for example, trying to copy the form elements from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" but all that did was to create a submit button without creating a dropdown menu. <b>Change priority:</b><br> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="Store"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="ImpactRC" value="0"> <input type="hidden" name="PriorityRC" value="0"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> $Data{"PriorityStrg"} <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> </form> Is there a way of achieving what I want through the front end? Any help would be gratefully appreciated! Thanks a lot! Bis

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Changing Type and Priority of ticket in the same way as changing queue
by bis 12 Feb '09

12 Feb '09

Hi I want to change the Type and Priority of a ticket directly from the Zoom view, in the same way as we can change the Queue of the ticket, without having to go through the additional step of clicking "Amend" and then submitting the changes. If we are in the zoom view and want to change the Type or Priority of the ticket, we need to click "Amend" and then make the changes in the dropdown menus for Type or Priority and submit the changes (see attachment "amend.png"). What we would like to do is to be able to directly change the Type or Priority from the zoom view, as we are able to change the Queue of the ticket (see attachment "zoom.png"), without having to go into the "Amend" view. I have tried copying the dropdown menus for "Type" and "Priority" from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" - but without success. The subroutine which creates the menu for changing the "Queue" in the zoom view, as defined in the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl", is the following: <b>$Text{"Change queue"}:</b><br> <form action="$Env{"CGIHandle"}" method="get"> <input type="hidden" name="Action" value="AgentTicketMove"> <input type="hidden" name="Subaction" value="Unlock"> <input type="hidden" name="QueueID" value="$QData{"QueueID"}"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> $Data{"MoveQueuesStrg"} <input class="button" type="submit" value="$Text{"Move"}"> </form> Could someone suggest something similar I can do for changing Type and Priority? I tried something like the code below, for example, trying to copy the form elements from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" but all that did was to create a submit button without creating a dropdown menu. <b>Change priority:</b><br> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="Store"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="ImpactRC" value="0"> <input type="hidden" name="PriorityRC" value="0"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> $Data{"PriorityStrg"} <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> </form> Is there a way of achieving what I want through the front end? Any help would be gratefully appreciated! Thanks a lot! Bis

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follow up on Subject contents
by Frans Stekelenburg 12 Feb '09

12 Feb '09

Hi, Based on the subject (preferably with wildcard/regexp) I would like to be able to either create a FOLLOW-UP, DROP/IGNORE the mail, or else create a new ticket, if the (regexp) subject already exists in the open tickets. Since OTRS does not by default support this, I think the best way to do this is by a script for the postmaster handler part. I was wondering if anybody has a similar script in place? (Don't mind to see just any script that checks the database and sets OTRS values, unix based, so I can use it for reference) gr, Frans

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Installation errors
by Pierre-Andre Malbrough 12 Feb '09

12 Feb '09

I get errors when I try to install from Debian repositories...not having much success installing from Source either. Can you send documentation on installation from source, I'm confused by the "INSTALL" file that comes with it. Thanks -- - Pierre-Andre

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Re: [otrs] Editing the subject line of a ticket
by bis 11 Feb '09

11 Feb '09

Many thanks LQ - once we had discovered how to register a module in the SysConfig front end it all made perfect sense and we are pleased to have registered both "Free Fields" and "Additional ITSM Field"! It was a great learning experience - thanks again! :-) --- On Wed, 11/2/09, LQ Marshall <qmarshall(a)inetspace.net> wrote: From: LQ Marshall <qmarshall(a)inetspace.net> Subject: RE: [otrs] Editing the subject line of a ticket To: bis_d(a)yahoo.co.uk Date: Wednesday, 11 February, 2009, 4:34 PM > But our working copy is version 2.2.5 and I can't see > "freefields" on the Zoom menu bar. But I can see an option > called "Additional ITSM Fields" which unfortunately gives us > an error message saying "AgentTicketITSMField not registered > in Kernel/Config[..]". This seems to explain it. I am not running ITSM so don't know specifically how to sole. Obviously something didn't get registered when your OTRS loaded. Maybe a check modules and/or restart will fish out the culprit. I prepped this after the last post so I'll include it anyway.... Think there may be some confusion as to where to look. If you've customized your version things may look a bit different. I have dome some customizations but have tried to keep them limited to not interfere with the mainline code. The attachments to this message (hopefully will forward) are snips from my current OTRS system. They should lead you to where the Title edit field resides. Hopefully this is better directs to you the mark.

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Problem with Otrs and Oracle
by Gianni Bracali 11 Feb '09

11 Feb '09

Hi to all. I successfully installed OTRS 2.1.7 on openSUSE 10.3 and MySql. (Linux svrhd 2.6.22.19-0.2-default #1 SMP 2008-12-18 10:17:03 +0100 i686 i686 i386 GNU/Linux) Now I'm trying to make Otrs work with Oracle, for database consolidation purpouse. I installed Oracle client and DBD::Oracle. Running bin/CheckDB.pl says "It looks Ok!". When I try to open the application from the web browser (index.pl) I get this error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 11 18:02:40 2009 Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME (Linux) env var or PATH (Windows) and or NLS settings, permissions, etc. Traceback (3105): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 Module: ModPerl::ROOT::ModPerl::Registry::opt_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 This is the content of Config.pl # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # $ENV{ORACLE_HOME} = '/opt/oracle/product/10.2.0/client_1'; $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS'; $ENV{NLS_LANG} = 'GERMAN_GERMANY.UTF8'; $ENV{ORACLE_BASE}='/opt/oracle/product'; $ENV{ORACLE_HOME}='/opt/oracle/product/10.2.0/client_1'; $ENV{LD_LIBRARY_PATH}='/opt/oracle/product/10.2.0/client_1/lib'; $ENV{ORACLE_SID}='REDB'; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = '172.25.43.11'; # Database # (The database name.) $Self->{'Database'} = 'REDB'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'otrs1234'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") #$Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for Oracle ==> more: "man DBD::oracle") $Self->{DatabaseDSN} = "DBI:Oracle:sid=$Self->{Database};host=$Self->{DatabaseHost};port=1521;"; I tought about an environment problem, so I added the following lines in /etc/environment, but nothing changed: ORACLE_BASE=/opt/oracle/product ORACLE_HOME=/opt/oracle/product/10.2.0/client_1 LD_LIBRARY_PATH=/opt/oracle/product/10.2.0/client_1/lib ORACLE_SID=REDB NLS_DATE_FORMAT='YYYY-MM-DD HH24:MI:SS' NLS_LANG="GERMAN_GERMANY.UTF8" Any suggestions? Thanks Gianni

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Re: [otrs] Editing the subject line of a ticket
by bis 11 Feb '09

11 Feb '09

I now know what you mean by "freefields" because I checked on a test copy of the latest version 2.3.3. But our working copy is version 2.2.5 and I can't see "freefields" on the Zoom menu bar. But I can see an option called "Additional ITSM Fields" which unfortunately gives us an error message saying "AgentTicketITSMField not registered in Kernel/Config[..]". Is this the field I should be editing and if so how do I get it registered in the Config file? Hope that makes sense! Thanks a lot Bis > > --- On Wed, 11/2/09, LQ Marshall > <qmarshall(a)inetspace.net> wrote: > > > From: LQ Marshall <qmarshall(a)inetspace.net> > > Subject: RE: [otrs] Editing the subject line of a > ticket > > To: bis_d(a)yahoo.co.uk, "'User questions and > discussions about OTRS.'" <otrs(a)otrs.org> > > Date: Wednesday, 11 February, 2009, 3:29 PM > > Click on freefields while zoomed into a ticket, no > > documentation is > > necessary for this. Although I suppose if you've > > customized things there may > > be an permissions issue. > > > > The "Title" line could also be edited when > > forming responses to the > > user/customer just don't modify the ticket > tracking > > information. > > > > LQ > > > > > > ________________________________ > > > > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] > > On Behalf > > Of bis > > Sent: Wednesday, February 11, 2009 9:52 AM > > To: User questions and discussions about OTRS. > > Subject: Re: [otrs] Editing the subject line of a > ticket > > > > > > Thanks very much for your help - really appreciate > it - > > would it be possible to refer me to the relevant > section of > > the > > documentation where I can learn how to edit the ticket > > title in the > > freefields (and which file to edit)? > > > > Best > > > > Bis > > > > --- On Wed, 11/2/09, Obee, Daniel > <obee(a)myhammer.de> > > wrote: > > > > > > From: Obee, Daniel <obee(a)myhammer.de> > > Subject: Re: [otrs] Editing the subject line of a > ticket > > To: "User questions and discussions about > > OTRS." > > <otrs(a)otrs.org> > > Date: Wednesday, 11 February, 2009, 12:59 PM > > > > > > > > The ticket title can be edited in the freefields. > > > > > > > > Greets > > > > Daniel

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not receiving escalation mails notification.
by Tamara B. Chikumbi 11 Feb '09

11 Feb '09

Can some one help? I can't receive the escalation notification despite having done everything and researched. I get this mail when GeneriAgent runs . What could be the problem Unquoted string ""escalation" may clash with future reserved word at ?opt/otrs/Kernel/Config/GenericAgent.pm line 33 ERROR: OTRS-GenericAgent-10 Perl: 5.10.0 OS: linux Time: Wed Feb 11 Message: syntax error at /opt/otrs/Kernel/Config/GenericAgent.pm line 38, near "Module" Can someone please help. Regards

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