November 2010 - otrs - OTRS mailing lists

Standard theme busted after upgrade from 2.3.3 to 2.4.9
by Wes 22 Nov '10

22 Nov '10

Tonight I'm testing what it will take to upgrade our 2.3.3 OTRS to 2.4.9 (not quite ready for 3.0.2). I ran the RPM upgrade, then I did the database update part 1, migrate then update part 2, then rebooted. Then I edited the /etc/apache2/conf.d/otrs.conf file to include the same FollowSymLinks directives that were in my 2.3.3 file. Now I can access OTRS via http://locahost/otrs/index.pl but if I go to http://localhost/otrs/public.pl to test the public FAQ I get Software error: Got no EncodeObject! At /opt/otrs//Kernel/System/User.pm line 94 The apache2 error_log says the same thing. So I upgraded the FAQ module to 1.6.5, and now I can get to the Public FAQ! BUT, after doing this my Standard theme goes busted, I'm guessing I'd made some changes to my theme in the past and those changes are incompatible. Here's a screenshot... http://www.automaticduck.com/screenshots/OTRS249ThemeBusted.jpg Can I replace a theme file with the default? If so where could I get that file? Something else? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Re: [otrs] Anyone with experience installing 3.0.2 on Ubuntu?
by Michiel Beijen 21 Nov '10

21 Nov '10

You're restarting apache as non-root, and then your webserver can't open port 80 to listen on, because only root is allowed to do that. A 'sudo service apache2 restart' would have done the trick. On 20 Nov 2010 02:36, "Wes" <wes(a)automaticduck.com> wrote: I seem to have the best luck with Ubuntu, probably because I'm a Mac guy. I was trying to get OpenSUSE up and running today but it kept losing my mouse. So I'm trying to install OTRS via these instructions... <http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_(10. 4)> ...and when I went to the step of restarting the apache webserver (just before the "Web installer" section) it failed. http://www.automaticduck.com/screenshots/otrsapacherestartfail.jpg Not sure what to do next. :-) Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com --------------------------------------------------------------------- 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

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OTRS 3.0 installed in a virtual machine, ready to go?
by Wes 20 Nov '10

20 Nov '10

I was thinking it would sure be handy if I could just download a vmware virtual machine with OTRS 3.0 installed and ready to customize. Wouldn't that be a fantastic way to get people to use it? Does this already exist? We're currently using 2.3.3 and I'd like to start evaluating 3.0. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Anyone with experience installing 3.0.2 on Ubuntu?
by Wes 20 Nov '10

20 Nov '10

I seem to have the best luck with Ubuntu, probably because I'm a Mac guy. I was trying to get OpenSUSE up and running today but it kept losing my mouse. So I'm trying to install OTRS via these instructions... <http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_(10. 4)> ...and when I went to the step of restarting the apache webserver (just before the "Web installer" section) it failed. http://www.automaticduck.com/screenshots/otrsapacherestartfail.jpg Not sure what to do next. :-) Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Errors when installling ITSMChangeManagement-2.1.1
by Marius Vaitiekunas 19 Nov '10

19 Nov '10

Hello, I am getting next error messages when i try to install ITSMChangeManagement-2.1.1. GeneralCatalog 2.1.1 and ITSMCore 2.1.1 are already installed. I use otrs 2.4.9 with mod_perl and apache on gentoo linux. Database is mysql. Any help? Thank You. Wed Nov 17 09:45:31 2010 error OTRS-CGI-10 Code: Can't locate object method "EventHandlerInit" via package "Kernel::System::ITSMChange" at /opt/otrs//Kernel/System/ITSMChange.pm line 142. Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'RfC' for key 'ticket_type_name', SQL: 'INSERT INTO ticket_type (name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-pir' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-decision' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-backout' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-workorder' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-approval' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-canceled' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-closed' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-in progress' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-ready' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-accepted' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-created' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-retracted' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-canceled' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-failed' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-successful' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-pending pir' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-in progress' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-approved' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-rejected' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-pending approval' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-requested' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-5 very high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-4 high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-3 normal' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-2 low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-1 very low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-5 very high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-4 high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-3 normal' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-2 low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-1 very low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-5 very high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-4 high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-3 normal' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-2 low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-1 very low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:20 2010 notice OTRS-CGI-10 No such package ITSMChangeManagement-2.1.1! -- mv

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Upgrade OTRS 2.4 Windows to OTRS 3.0.1 Windows
by Mervin Padayachee 19 Nov '10

19 Nov '10

Hello, Is it possible to do a seamless upgrade from 2.4 to 3.0 on a Windows installation? I have searched the website and cannot find a writeup.

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Problems upgrading from 2.4.7 to 3.0.2 on OpenSuse 11.2 system
by Erik van Ast 19 Nov '10

19 Nov '10

Hi all, I need help upgrading from 2.4.7 to 3.0.2. I downloaded the file OTRS-3.0.2-01.noarch.rpm file from the OTRS.org website and I tried to follow the instructions in http://doc.otrs.org/3.0/en/html/x907.html 3.3 Upgrading the OTRS Framework. We are installing it on a OpenSuse 11.2 system, but we have little knowledge of Linux systems. The 2.4.7 system worked fine all the time, but we are not getting this 3.0 version up and running. What did we do (our reference is the website)? * Stopping all relevant services succeeded with 1 exception (apache), but I presume that is because we don't have it? * Backing up everything succeeded * We didn't set up a new system * The install by double clicking the file succeeded * We also restored the old config file successfully * Set file permissions also was succesfull * Apply the database changes (part 1/2) didn't succeed. When running the script "cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs" we receive the following message "ERROR 1045 (28000) : Access denied for user 'root'@'localhost' (using password:YES) * Run the migration script succeeded without errors * Apply the database changes (part 2/2) failed with the same error as above! * Refresh the configuration and delete caches. Please run: shell> bin/otrs.RebuildConfig.pl and shell> bin/otrs.DeleteCache.pl succeeded without errors * Restart your services also succeeded without the apache After this when I try to go to our OTRS website (http://our system name/otrs/index.pl) I get the following error : "Software error: Can't load backend module Kernel::System::Cache::File! at /opt/otrs//Kernel/System/Cache.pm line 83." Can someone please help us? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 17 november 2010 11:36 To: otrs(a)otrs.org Subject: otrs Digest, Vol 26, Issue 38 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) (Mark Shepard) 2. Re: Errors when installling ITSMChangeManagement-2.1.1 (Alexander Halle) 3. Get ticket time (Eloy Coto Pereiro) 4. Re: Errors when installling ITSMChangeManagement-2.1.1 (Marius Vaitiekunas) 5. Re: When will there be a compatible OTRS::ITSM for OTRS 3.0.X? (Hugh Kelley) ---------------------------------------------------------------------- Message: 1 Date: Wed, 17 Nov 2010 03:14:40 -0500 From: Mark Shepard <mark.shepard(a)canoe-ventures.com> Subject: Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <8399022D32B11F44BB580970FC6D54CC060C8779C9(a)CNV-EXCHANGE01.canoe-ventures.com> Content-Type: text/plain; charset="us-ascii" Hugh - this was/is extremely helpful, and exactly what I was looking for. Unfortunately, I don't have the time right now to look into optimizations, but if we end up making any modifications down the road I'll be sure to let you know. Thanks again! From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Hugh Kelley Sent: Tuesday, November 16, 2010 7:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) Mark, we had a similar request from our agents so I created the attached OPM. I hadn't expected it would be shared so it is still pretty rough. You can at least use it as a guide. It's a pretty direct re-purposing of the "stock" AgentDashboardTicketGeneric. While we're on the subject of re-use, I'll admit to being a Perl novice and would appreciate any tips on how I might inherit from/extend Perl modules in the future (so that I don't have to manually copy over fixes to the original modules). Any tips? Hugh On Tue, Nov 16, 2010 at 7:33 PM, Mark Shepard wrote: Hello - I'm attempting to create a "My Tickets" view for the agents that will show only tickets where the logged-in agent is the owner. I've attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using "Attribute: OwnerIDs=1;OwnerIDs=1" as a test. (The double entry is due to what I understand to be a known bug - referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under "My Queues", under "Locked Tickets" it still shows an owner other than OwneriDs=1, and under "all" it still shows all tickets (regardless of owner). Ultimately, I'd like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible. Any thoughts? Thanks, Mark --------------------------------------------------------------------- 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

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OTRS 3.0 with ITSM 2.0.3
by Straccialano, Rosanna 19 Nov '10

19 Nov '10

Hi, I am thinking of upgrading OTRS to version 3, will the ITSM side of it still work? Thank you, Rosanna

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What is the preferred OS for 3.02?
by Wes 19 Nov '10

19 Nov '10

I'm going to go ahead an try to create a test 3.02 installation, what Linux distro do you recommend I use? I remember a long time ago OpenSuse was the choice. The system requirements page doesn't give a preferred OS. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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GenericAgent, auto-forwarding tickets
by Alexander Halle 18 Nov '10

18 Nov '10

Hi, I need to automatically forward all tickets that get moved to a certain queue. This functionality isn't implemented in the GenereicAgent. Could someone please give me a hint how to realize this via the GenericAgent CMD option ? I know how to send emails via script but I don't know how to use the CMD option. How can I access the subject, sender (customer) and body of the ticket ? Hints are also very welcome. Thanks in advance. Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123

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