July 2009 - otrs - OTRS mailing lists

ITSM: email tickets are set to default type
by osallou 23 Jul '09

23 Jul '09

Hi, did someone already changed the default type of an email generated ticket ? Default is "default", but, as using ITSM, I would like to get Incident by default when receiving an email. Regards.

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otrs system monitoring module with zenoss
by Rachid Zarouali 23 Jul '09

23 Jul '09

Hy all, i was wondering if someone have ever made usable the system monitoring otrs module with zenoss monitoring solution ? thanks Rachid

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FTP issue
by Jason Leonard 23 Jul '09

23 Jul '09

For some reason anything that has a ftp link coming into OTRS gets replaced with http for example : Customer sends - ftp://hellowkitt.com OTRS ticket shows - http://hellowkitt.com Anyway to override this? Thanks Jason

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otrs 2.4.1 and modules
by Diego Giardinetto 22 Jul '09

22 Jul '09

Hi, do you know what modules work with otrs 2.4.1? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks E-Mail: diego<dot>giardinetto<at>zephirworks<dot>com Mobile: +39 328 068 14 89

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Out of memory error Apache + MSSQL
by Dark Orcz 22 Jul '09

22 Jul '09

Good day all, Busy evaluating OTRS and it works very well with MYSQL but changing to MSSQL on version 2.3.4 generates the following out of memory error in the Apache log Out of memory! [Tue Jul 21 09:41:10 2009] DB.pm: Callback called exit at d:/PROGRA~1/OTRS/OTRS//Kernel/System/DB.pm line 561. [Tue Jul 21 09:41:11 2009] [notice] Parent: child process exited with status 9 -- Restarting. [Tue Jul 21 09:41:14 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Tue Jul 21 09:41:14 2009] [notice] Server built: Oct 10 2008 12:39:04 [Tue Jul 21 09:41:14 2009] [notice] Parent: Created child process 564 [Tue Jul 21 09:41:19 2009] [notice] Child 564: Child process is running [Tue Jul 21 09:41:19 2009] [notice] Child 564: Acquired the start mutex. [Tue Jul 21 09:41:19 2009] [notice] Child 564: Starting 64 worker threads. [Tue Jul 21 09:41:19 2009] [notice] Child 564: Starting thread to listen on port 80. below is the config.pm settings for mssql # MSSQL database settings $Self->{DatabaseDSN} = "DBI:ODBC:DSN=OTRS_ODBC;Server=XX,1433;database=XX_db;uid=XX_admin;pwd=XX;"; $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseUserTable} = 'users'; The server is w2003 sp2 using ms sql 2005 via odbc Microsoft SQL Server ODBC Driver Version 03.86.3959, installed to d:/Program files/OTRS Has anyone encoutered this error before? It only happens with MS SQL and not with MYSQL Thanks Wayne

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tutorial with screen captures to explain use of otrs to beginners ?
by otrslist.20.eaumont＠spamgourmet.org 22 Jul '09

22 Jul '09

Hello, I'm new to OTRS. I think it sounds like a very good software, but new to OTRS and any CRM software in general, I've found OTRS not so intuitive. Would be a tutorial with screen captures somewhere ? I haven't found. Thanks in advance, Eric Aumont

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migrate OTRS installation to new linux install
by Coert Waagmeester 22 Jul '09

22 Jul '09

Hello all, Thanks for such an awesome product! OTRS is amazing! We have a new server, and I would like to 'move' our current OTRS installation to this new server. It will be from Centos 5.3 32-bit to Centos 5.3 64-bit. I figured it would come down to the following: 1. Install clean OTRS on new server with MySQL database. 2. Stop current OTRS server and make a MySQL DB backup. 3. Restore DB Backup on new server. 4. Copy entire /opt/otrs to new server. 5. Verify httpd(apache) configs 6. Start everything on new server Is this a good way to do the migration? Or is there a better way? Kind regards, Coert Waagmeester

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problems while migrating to OTRS 2.4.1
by Afshar Mohebbi 22 Jul '09

22 Jul '09

Hi all! Firstly congratulations for OTRS' new version: 2.4.1! I just downloaded its windows source and tried to upgrade my OTRS 2.3.x to OTRS 2.4.1. I followed instructions in UPGRADING file but have had 2 problems: 1. I executed DBUpdate-to-2.4.pl and it showed me "Migration of the system completed!" message at final, but there were several errors regarding "NotificationEvent" with message "Need Type". It is one خب those errors: ERROR: OTRS-DBUpdate-to-2.4-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 22 11:00:2 4 2009 Message: Need Type! Traceback (2728): Module: Kernel::System::NotificationEvent::NotificationAdd (v1.2) Line: 228 Module: main::MigrateCustomerNotification (v1.6) Line: 218 Module: E:\Users\mohebbi\dpi\working\otrs\scripts\DBUpdate-to-2.4.pl(v1.6) L ine: 99 2. Exucting DBUpdate-to-2.4-post.mssql.sql was impossible with error message "The variable name '@defname' has already been declared. Variable names must be unique within a query batch or stored procedure." in line 31. There are 5 more errors like this. ٌI have installed OTRS in a Windows machine and did not know what services to stop before upgrading. So I didn't do anything special before upgrading except exiting any web browser that was using my OTRS instance. Now I'm using OTRS 2.4.1 with no problem even with mentioned above errors. Should I worry about those errors? Afshar Mohebbi

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[SOLVED: Problems Updating OTRS]
by Erik Sejr 21 Jul '09

21 Jul '09

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Problems Updating OTRS
by Erik Sejr 21 Jul '09

21 Jul '09

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