February 2011 - otrs - OTRS mailing lists

Strange redirect from index.pl on apache/freebsd box
by A.Rymkus 09 Feb '11

09 Feb '11

Hi everybody! I'm using otrs-3.0.5 on FreeBSD 8.0-Stable/Intel I tested it for some time, all was ok. But, after installation of General Catalog and ITSM modules (latest versions from ftp://ftp.otrs.org/pub/otrs/itsm/packages30/) got strange redirect from index.pl to nowhere. HTML content of index.pl's (http://192.168.0.1/otrs/index.pl) output: document <a href="http://192.168.0.1?RequestedURL=">moved</a> witout any errors in apache's error logs. Trying to open rpc.pl causes error page (500 Internal Server Error) and that's content about this error from apache's error log: /[Tue Feb 08 16:50:56 2011] [error] Can't locate SOAP/Transport/HTTP.pm in @INC (@INC contains: /usr/local/sbin/../../Kernel/cpan-lib /usr/local/sbin/../.. ../../ /usr/local/Custom /usr/local/Kernel/cpan-lib /usr/local /usr/local/otrs/Custom /usr/local/otrs/Kernel/cpan-lib /usr/local/otrs/ /usr/local/lib/perl5/5.8.9/BSDPAN /usr/local/lib/perl5/site_perl/5.8.9/mach /usr/local/lib/perl5/site_perl/5.8.9 /usr/local/lib/perl5/5.8.9/mach /usr/local/lib/perl5/5.8.9 .) at /usr/local/otrs/bin/cgi-bin/rpc.pl line 32.\nBEGIN failed--compilation aborted at /usr/local/otrs/bin/cgi-bin/rpc.pl line 32.\n / BTW, other packages and pages are working, such as customer.pl, public.pl(faq.pl) I checked out all requested system and perl wide packages, as described on http://www.freshports.org/devel/otrs/, them are correctly installed and up to date. So, does OTRS system need any SOAP port, like SOAP::Lite? Or direct me where I have to dig to fix this problem. PS: googling doesn't gave me anything interesting =( -- WBR, A.Rymkus

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Search / Generic Agent disagree?
by Nick Bright 09 Feb '11

09 Feb '11

Greetings, I'm trying to set up some generic agent jobs to delete specific notification tickets that don't need to be saved after they're closed and have aged past 90 days. When I set up a search critera with a specific "from" address, status = closed successful, and closed time before 3 months I get 834 results. Unfortuantely, when I set up a Generic Agent to delete these tickets with identical criteria, it says "0 Tickets affected! What do you want to do?". I've come across this about a half dozen times tonight with different searches I've tried, while deleting old SPAM tickets and junk that doesn't represent a real ticket but has been cluttering up my database. What am I doing wrong? -- --- - Nick Bright Network Administrator Valnet Tel 888-332-1616 x 315 Fax 620-331-0789

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Unable to close tickets marked as Master
by Ryan Miguel 08 Feb '11

08 Feb '11

Using the Master/Slave module when I designate a ticket as a new master ticket I am unable to close it later. I can switch queues, add notes and change all other properties; however, no matter where I try to close it from (notes, ticket close action, etc ) the ticket will not close. It appears that the ticket actions I create for the ticket hang after submitting but if I refresh the page I can see the actions in the ticket zoom/history. Ryan Miguel ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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ITSM report with hardware linked
by Luis Daniel Lucio Quiroz 08 Feb '11

08 Feb '11

Helow We are using otrs 2.7 i was wondering if there is a way to make available in reports the serial number of hardare asociated. I will explain it more carefully. In a ticket, we have linked it with a hardware. We wonder in the ticket reports if it is possible to add Serial Numbers of hardware attached to that ticket. Regards, LD

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Default search template
by Nick Bright 07 Feb '11

07 Feb '11

How does one go about changing the value of the default search template? Internally about 90% of our searches are by ticket number, so it would be a much better default than fulltext. I tried looking in the SysConfig hives but I just simply couldn't find it. -- --- - Nick Bright Network Administrator Valnet Tel 888-332-1616 x 315 Fax 620-331-0789

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Software error
by claude 07 Feb '11

07 Feb '11

Hi, I need some help. I modify fr.pm and I have one error. So I restore old fr.pm but surely I do a wrong action because now when I log in to web interface I have a software error : Can't locate object method "Data" via package "Kernel::Language" at ../..//Kernel/Language.pm line 128 Would anyone help me ? Thanks and regards Claude

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adding second authentication server
by Neil Simpson 07 Feb '11

07 Feb '11

Hi, We have two active directory machines, primary and backup so to speak. Currently OTRS is only configured to allow agents to login against the primary AD. Is it possible to add a second authentication server to otrs in config.pm? Has anyone tried this. I simply can't just go and test it as it is a productive machine and needs downtime scheduled etc. thank you Neil

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OTRS for software development
by Francesco Pasqualini 07 Feb '11

07 Feb '11

Hi, is there any guideline or others experiences, for using OTRS to manage software development: - bug, issue, task tracking - SVN integration, automation for changelog generation thanks

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LDAP-to-group ?
by GARDAIS Ionel 06 Feb '11

06 Feb '11

Hi list, Is it possible to assign a different group to each LDAP customer source declared ? This way, mulitple LDAP source won't fit in the same global "users" group. Thanks, Ionel

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OTRS on linux vs windows
by Robert Poreba 05 Feb '11

05 Feb '11

Hi All, I'm wondering if you know any pros and cons of running OTRS on Linux vs running it on Windows? Apart from obvious differences that come from OS, are there any benefits for the application whan it's run on Linux (eg. is it more stable, better tested etc)? I'm just about to choose the platform so any info would be useful. Thanks a lot -- Robert

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