July 2009 - otrs - OTRS mailing lists

ITSM modules and OTRS 2.4.1
by Mischa Capazario 24 Jul '09

24 Jul '09

Hi, I would like to use the ITSM modules with OTRS 2.4.1. Is this supported. It doesn't specifically mention it in the documentation as far as I can tell, and so far my attempts at upgrading have resulted in all the ITSM modules being lost. Thanks in advance. Regards, mischa

4 4

Problem with French translation OTRS 2.4
by Jonathan Peyrot 24 Jul '09

24 Jul '09

Hello, I am working on OTRS in French. There is an error in the language file fr.pm. Indeed the charset is not correct because the file was edited on a mac. So there is two solution : * the first consist to change the line 33 : $Self->{Charset} = ['iso-8859-1', 'iso-8859-15', ]; by that : $Self->{Charset} = ['macroman', , ]; Or to ask Olivier Sallou to save the file in a good charset. I'm waiting for your reply ;-) Sincerely, Jonathan

5 6

perl errors after upgrade to 2.4.1-01 (need name)
by support＠sjobeck.com 24 Jul '09

24 Jul '09

Hey, hi, All, Great great stuff. We love it thanks so much. I just upgraded today to the latest stable release (just released yesterday) on a machine that was very well & I seem to have broken it. I did a very simple "rpm -Uvvh /tmp/otrs-2.4.1-01.noarch.rpm" command. I reloaded httpd. I started OTRS service. I even reloaded mysql for good measure (eventhough doesn't matter in anyway). And now I getting the site ok. I am logging in OK. But the dashboard will not come up. Let me be a little more specific, the dashboard is there, it does show the top 1/5 of the page, but no panels inside the dashboard show up. It appears I can use my tickets in the system. So, this might mean that only my dashboard is broken for the time being. I was about to totally uninstall it & reinstall it but wanted to see if others had suggestions before doing that. Any suggestions please my good people of OTRS Land. Thank you very much. Jason Sjöbeck ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:06 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Module Kernel/Output/HTML/DashboardTicketReminder.pm not found! Traceback (17950): Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 342 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 268. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 277. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 293. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 268. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 277. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 293. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 268. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 277. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 293.

2 2

otrs::itsm and otrs:sirios used at the same time ?
by Rachid Zarouali 24 Jul '09

24 Jul '09

hy all, is it possible to have on the same otrs instance, the itsm and the sirios module installed ? what i mean is something like otrs+itsm+sirios on the same box, all installed together. i had installed once otrs+itsm on a box and otrs+sirios on another, but i'm just thinking on how to do otrs+itsm+sirios on the same box :-) Thanks, Rachid PS: can't wait to see sirios module and itsm module ported to otrs 2.4 framework :-)

2 1

Article_Plain - Database for File System
by Rodrigo Correa 24 Jul '09

24 Jul '09

Good morning, Currently I am article_plain in Databases, to know if you can use file system. If so, what procedure I have to do. thanks, _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

2 1

errors installing 2.4.1 via YaST
by Craig Meirick 23 Jul '09

23 Jul '09

Hello, I am using YaST to install 2.4.1 on opensuse and I am running into dependency failures. I have these repositories enabled: Main Repository (Sources) Main Update Repository openSUSE BuildService - KDE:Community Main Repository (OSS) openSUSE 10.3 DVD 10.3 With everything fully updated, I am still getting these errors: No valid solution found with just resolvables of best architecture. With this run only resolvables with the best architecture have been regarded. Regarding all possible resolvables takes time, but can come to a valid result. Conflict Resolution: ( ) Make a solver run with ALL possibilities. otrs cannot be installed due to missing dependencies There are no installable providers of perl-PDF-API2 for otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] === otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] === otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] will be installed by another application. (ApplLow/ApplHigh) mysql-client-5.0.45-22.7.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (mysql-client == 5.0.45-22.7) perl-5.8.8-76.4.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl == 5.8.8-76.4) 24 more... apache2-2.2.4-70.8.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (apache2 == 2.2.4-70.8) mysql-5.0.45-22.7.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (mysql == 5.0.45-22.7) procmail-3.22-139.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (procmail == 3.22-139) fillup-1.42-179.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (fillup == 1.42-179) insserv-1.09.0-46.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (insserv == 1.09.0-46) apache2-mod_perl-2.0.3-55.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (apache2-mod_perl == 2.0.3-55) net-tools-1.60-650.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/hostname) perl-base-5.8.8-76.4.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/usr/bin/perl) bash-3.2-61.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/sh) grep-2.5.2-28.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/grep) sed-4.1.5-64.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (sed == 4.1.5-64) coreutils-6.9-43.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (coreutils == 6.9-43) pwdutils-3.1.4-27.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/usr/sbin/useradd) perl-Net-DNS-0.60-16.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-Net-DNS == 0.60-16) perl-GDTextUtil-0.85-216.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-GDTextUtil == 0.85-216) perl-DBI-1.58-17.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-DBI == 1.58-17) perl-DBD-mysql-4.005-26.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-Msql-Mysql-modules) perl-GD-2.35-74.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-GD == 2.35-74) perl-GDGraph-1.44-52.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-GDGraph == 1.44-52) mktemp-1.5-804.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/mktemp) glibc-2.6.1-18.3.i686 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/usr/bin/getent) otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] is needed by atom:otrs-2.1.7-39.2.x86_64[http://download.opensuse.org/update/10.3/] (otrs == 2.1.7-39.2) fetchmail-6.3.8-57.2.i586[http://download.opensuse.org/update/10.3/] is needed by otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] (fetchmail) (null) Conflict Resolution: ( ) do not install otrs ( ) Ignore this requirement just here #### YaST2 conflicts list END ### Can anyone point me in the right direction? Do I need to add some more repositories or is there something amiss with the install here? I truly appreciate any help. Thank you!!! Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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upgrade instructions for 2.4
by Craig Meirick 23 Jul '09

23 Jul '09

Hello, I cannot locate the proper instructions for upgrading our system from 2.3.4 to 2.4. In the documentation it says: [[ If you want to upgrade your OTRS 2.2.x framework to version 2.3.x, download the latest OTRS 2.3 framework and follow the instructions in the file UPGRADING.]] I can download the file for the 2.4 framework but it's an .rpm file. Do I just simply run the 2.4 rpm for it? -- I'm a bit wary to do this for fear of breaking everything. Thank you for your reponse, Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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[OTRS] New ticket Agent notifications
by James Burk 23 Jul '09

23 Jul '09

Hello all. We have built three environments to support OTRS/ITSM 1.2.3 in Unix environments. Systems, Acceptance, Production. We built the application functionality in Systems and tested; moved/copied the files and database to Acceptance and tested again and did training. All of our notifications for new ticket, move, addnote, owner change, etc. worked as expected. Our Unix admin followed the same steps they followed when they moved from Systems to Acceptance when they moved to Production. Now our new ticket notifications are not occurring, however our queue move notifications are!!! Can anyone explain what the heck is going on? I've checked preferences for select agents and the validity of the queues and groups and I'm at ropes end. Any ideas? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk(a)dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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customer´s follow-up to already closed ticket causes notification of agents
by Tibor Hirner 23 Jul '09

23 Jul '09

Dear all, the following situation sometimes happens: our customer sends the "FollowUp" message to a ticket which has already been closed. The customer receives the automatical "Follow up rejected" response from our OTRS system, consequently. He is asked to send a new request to our system. Then agents receive the automatical "sk_SK::Agent:FollowUp" notification related to the ticket, in spite of the fact, that the ticket is already closed. You can believe that they are very confused because of the unlogical notification. The queue [Follow up Option:] parameter is set to "reject". So, the "Follow up Option" done by customer is denied. Here you can see a few of lines from its history (as example): StateUpdate Old: "open" New: "closed unsuccessful" FollowUp for [#123456]. Follow up rejected. SendAutoReject AutoReject sent to "customer@custcompany" SendAgentNotification "FollowUp"-notification sent to "agent.one@ourcompany" SendAgentNotification "FollowUp"-notification sent to "agent.two@ourcompany" Please, have a look at the above mentioned lines: agents should not be notified! The ticked is already closed. This is confusing! Does anyone of you have any idea where we are making a mistake ? Do you have an experience with this ? Any kind of help would be appreciated very much. Thanks a lot, Tibor.

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OTRS 2.4 and ITSM 1.2
by osallou 23 Jul '09

23 Jul '09

Hi, do you know if OTRS 2.4 and ITSM 1.2 are compatible. I have a system OTRS 2.3 / ITSM 1.2, and I would like to upgrade. Regards Olivier

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