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Error oracle + otrs
by Darshak Modi 12 Mar '13

12 Mar '13

Can any one help ? nstall_driver(Oracle) failed: Can't load '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n at (eval 100) line 3.\nCompilation failed in require at (eval 100) line 3.\nPerhaps a required shared library or dll isn't installed where expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n I have included ORACLE_HOME in otrs.conf, /etc/profile also.

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Installing with Apache, Oracle
by Darshak Modi 12 Mar '13

12 Mar '13

Hello, I am trying to install with Apache, Oracle on linux. I have included otrs.conf in httpd.conf file. But I get following error in http log. Attempt to serve directory: /opt/otrs/bin/cgi-bin/ I am trying to access http://localhist/otrs, but the above error occurs.

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Agent statistic error message when I turn on this option. - Please help
by Zsolt Hajduk 12 Mar '13

12 Mar '13

Dear All, I just read the following instruction, which tell how can I activate the agent statistic. I got an error message when I want to activate this option: Framework -> Frontend::Agent::Stats => Stats::UseAgentElementInStats = yes Would you anyone help me about it? This message apear when I turn the options to yes. The Error message is the following: "Oops! An Error occurred.Error Message: Can't write ConfigItem! You can or go back to the previous page<https://otrs.profis.hu/otrs/index.pl>. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Mar 6 10:11:05 2013 Message: Can't write ConfigItem! Traceback (1774): Module: Kernel::Modules::AdminSysConfig::Run (v1.119.2.1) Line: 174 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 " Best regards, Zsolt

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Hierarchical Dynamic Fields
by Marty Hillman 12 Mar '13

12 Mar '13

I am looking to utilize two dynamic fields for ticket entry where the dropdown in field 2 is dependent upon the entry in field 1. For example, in field 1 the user can select Problem or Request. If they select Problem, field 2 gives them a choice of email, printing phone, etc. If they select Request, they are offered website, login or other. I actually need to extend this a bit further with a primary field, but if someone can tell me how to create field 2 properly, I can work out the logic for the overly complicated scenario. I have been reading the documentation cover to cover but have not been able to figure out how to do this. Anyone have any ideas or suggestions for better initial setup documentation? Thanks! Marty

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Move
by Luchtman, Kurt 11 Mar '13

11 Mar '13

I am at the end of my rope and am ready to hand this issue over to the E.O.D. to blow it up. I am trying to move from a physical server to a virtual server. I have installed the same version of OTRS (3.1.11) on the destination system. The only difference is the old system is CentOS 5.8 and the new system is 6.3. I have backed up the sql db and imported it. I can see that the data goes over with no problem. I can't log in to the unit to save my blood pressure. I even copied /opt/otrs to the new system to get the Config.pm and log in with my domain login and still nothing. What else can I do to get this transferred over? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

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OTRS statistics with ticket owner? - Error message
by Zsolt Hajduk 11 Mar '13

11 Mar '13

Dear Michiel Beijen, I just read the following mail what you sent with the solution. I got an error message when I want to activate this option: Framework -> Frontend::Agent::Stats => Stats::UseAgentElementInStats = yes Would you be so kind to help me about it? I would be so happy if you can help me. The Error message is the following: "Oops! An Error occurred. Error Message: Can't write ConfigItem! You can or go back to the previous page<https://otrs.profis.hu/otrs/index.pl>. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Mar 6 10:11:05 2013 Message: Can't write ConfigItem! Traceback (1774): Module: Kernel::Modules::AdminSysConfig::Run (v1.119.2.1) Line: 174 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 " Best regards, Zsolt

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Hi
by Yousef Hamad 11 Mar '13

11 Mar '13

Hi Stev, Can you show me what you configured on your system I don't want exactly but what scripts need to put on Kernel/Config.pm . What process is need to perform on windows server 2008. Thanks, Yousef _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

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Report generator
by Bruno Cardon 11 Mar '13

11 Mar '13

Dear, Is it possible to generate a report like this using the report generator (stats) ? Customer Ticketnumber Queue Movement (count of status updates Status Age

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Re: [otrs] SLA attached to priority
by Steven Carr 11 Mar '13

11 Mar '13

AFAIK you can't, but this is something I wish they would fix/add. I don't implement services (and don't want to) and just have the one standard SLA against the queue, but it would be much better to attach SLAs to priorities. Steve On 10 March 2013 06:57, Yousef Hamad <yhamad(a)aspire-infotech.net> wrote: > Hi steve, > > How can I link SLA to Priority Not to Service . > > Thanks. > Yousef.

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Postmaster Filter not quite doing what it should
by Steven Carr 10 Mar '13

10 Mar '13

Hi list, I have an issue with Postmaster Filters and wondered if anyone had seen a similar issues or knew why it was doing this... On the IMAP configuration "Trusted" is set to "Yes" and "Dispatching" is set to "by email To: field". I have a filter setup which looks at the "To" address for "EMAILADDRESS:root@(.+)" and then sets the X-OTRS-FollowUp-Queue to "Systems". As you can see from the log snippet that is working as expected, but the email is never placed in the Systems queue, it stays in the "Postmaster" queue. OTRS-otrs.PostMasterMailbox.pl-27 IMAPS: Fetched 1 email(s) from xxx(a)domain.eu/mail.domain.com. OTRS-otrs.PostMasterMailbox.pl-27 New Ticket [20130307272790/test] created (TicketID=4039,Queue=Postmaster,Priority=4 Low,State=new) OTRS-otrs.PostMasterMailbox.pl-27 Filter: 'root@ (to->Systems)' Stopped filter processing because of used 'StopAfterMatch' (Message-ID: <20130307122529.71B8F4006EE(a)server.domain.com>) OTRS-otrs.PostMasterMailbox.pl-27 Filter: 'root@ (to->Systems)' Set param 'X-OTRS-FollowUp-Queue' to 'Systems' (Message-ID: <20130307122529.71B8F4006EE(a)server.domain.com>) Anyone any ideas? it's driving me nuts. Steve

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