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Subqueues hiding tickets :-(
by Daniel Seifert 18 Aug '03

18 Aug '03

Hi, I have created the queues A and B. A has sub-queues A1, A2, A3 and B has B1, B2, B3. When a new ticket arrives and I move it to A1, the queue view correctly lists that A has a new ticket, but when I click on A I neither get A1 listed nor the ticket. The only way I can get hold of the ticket is by listing all open tickets in the tool section and looking for this one. As we started OTRS for our support system this morning, I'm not sure whether to turn it off now until this problem has been solved. I'm using OTRS 1.1.3. Thanks in advance for a quick reply. With best regards / Mit freundlichen Grüßen Daniel Seifert

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Re: [otrs] - Change the to combobox in CustomerMessageNew.dtl
by otrsm＠isp-manager.de 16 Aug '03

16 Aug '03

Hi! found it!! Kind Regards, Ingo Schramme otrsm(a)isp-manager.de wrote .. > Hi! > > Is it possible to change the "to" combobox? > > Now there is "Realname <Email> - Queue" but I just want to have the Realname > in there. > > Thanks!! > > Kind Regards, Ingo Schramme

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Mod_perl is nice
by Wes Plate 15 Aug '03

15 Aug '03

We finally got OTRS up and running on mod_perl. Wow, the speed is nice, it is SO much faster! If you're not using mode_perl, you should look into it. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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One more question regarding filtering
by Drnak Marek 15 Aug '03

15 Aug '03

Hello all, please let me ask, one more question about filtering - if the mentioned procmail also runs for tickets from web interface. Filtering could work not according key words from subject, but for customer_ID - people from one department have the same ID to be able to see common tickets. Thank you in advance With regards Marek Drnak Slovakia

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- Change the to combobox in CustomerMessageNew.dtl
by otrsm＠isp-manager.de 15 Aug '03

15 Aug '03

Hi! Is it possible to change the "to" combobox? Now there is "Realname <Email> - Queue" but I just want to have the Realname in there. Thanks!! Kind Regards, Ingo Schramme

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OTRS Red Hat 8 Installation
by Jonothon Ortiz 15 Aug '03

15 Aug '03

Hey! I need the PW for the OTRS user running locally; the RPM does not appear to have an INSTALL / README file, just RELEASE. It'd be nice to set up those cron jobs :D This is a great product and we look forward to using it! Thanks!

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Russian Cyrillic Charsets + iis "document moved" issues
by XRadio Stuff 15 Aug '03

15 Aug '03

I`ve recently installed OTRS on Windows 2000 system using iis 5.0 and ActiveState Perl ver. 5.6. All feautures works fine except 2 main issues that couldn`t get this soft to go into real production: 1) Problem with Cyrillic (Russian) Charsets Hope you know, that the most russian clients use 2 charsets win-1251 and koi8-r. OTRS allows to choose only one charset for user interface and system messages, but if i`m choosing Russian Language for user interface and the recommended charset WIN-1251 - i`m having problems with incoming emails written in KOI8-R. Of course i can read this requests through web-interface, but while replying to this mail subject and user request become unreadeable without changing charset in mail client. Is there any option to recode all incoming KOI8-R emails to WIN-1251 and store them in OTRS in WIN-1251 charset. This will help to prevent mess up with these two charsets. Maybe, there are some other solutions for resolving this language specific issue. 2) Problem with redirect while logging in. We have a problem that makes the life of operator more diffucult than it can be;) Everytime while logging into system and making some updates to the otrs db (replying to tickets, saving preferences, etc..) operator should click the "document moved" link in browser. I`ve made a search and try through the lists and google to find out how to resolve such "redirect issues with perlis.dll and IIS", but none working methods were found :(( Maybe anybody knows - how to change the redirect.dtl to autoredirect the browser to the new location ? Another Cookie-related issue: --> 3) Problem with deleting cookie (Can`t remove SessionID) I`m getting the following error when trying to Exit from interface with LogOf option. I`ve installed rm from cygwin to allow the script to delete files, but anyways i get this error: Message: Can't delete file c:/otrs/var/sessions/106128a64a5c3bb9678e39ac28b79fd6ce: No such file or directory But, If we trying to find and delete this file manually - we have no problems. ;) I`ll apprecicate any help in resolving and woring out on any of these issues. Thanx a lot and looking forward for our future cooperation. -- Igor Poznyakov XRadio.Ru The 1st Russian Internet Radio Email:xradio@xradio.ru Web: http://www.nthost.ru

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RE: [otrs] Why can't I start the cron jobs?
by Covert, Jake 14 Aug '03

14 Aug '03

Is the OTRS team on vacation? -----Original Message----- From: Wes Plate [mailto:wes@automaticduck.com] Sent: Thursday, August 14, 2003 9:43 AM To: OTRS Subject: Re: [otrs] Why can't I start the cron jobs? On 8/14/03 1:13 AM, "Duarte Cordeiro" wrote: > Something is wrong "somewhere".... > You have a double / in the path: >>> ./Cron.sh: line 57: /opt/otrs//var/tmp/otrs-cron-tmp.4491: No such > file or directory Failed > ^ > | > Here > > You should look at the script and check where it gets the install path > (/opt/otrs/) from, and correct it. I agree. I tried replacing parts of the script, but it still complains, even though now the path looks more correct. I'm hoping someone from OTRS has an idea when they return. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com 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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Info: installing GD on Redhat 9
by Duarte Cordeiro 14 Aug '03

14 Aug '03

Hi, I got some problems installing GD support on redhat 9 (maybe because I didn't do something right) but here is my workaround, if someone has the same problems and wants to give it a try. First always run otrs.checkModules.pl You should get something like: GD .... Not Installed GD::Text Not Installed Etc So, I thought to get it from CPAN... Perl -MCPAN -e shell Install GD I got a lot of error messages :) So, after some time I figured out that I had to upgrade libgd, so, just download it from: http://www.boutell.com/gd/ After ./configure I saw that I didn't had jpeg support, so again, I downloaded libjpeg src from: ftp://ftp.uu.net/graphics/jpeg/jpegsrc.v6b.tar.gz Follow the directions and install the needed libjpeg.a. Go back to gd, and run ./configure again (remember the libpath where you installed libjpeg.a) Seeing that jpeg support now is enabled, just go through the normal process of make; make install After this you can go back to perl CPAN and try to install GD again... It should all be ok. Run otrs.checkModules.pl. Output should be like: GD .... OK GD::Text Not Installed Etc Download the other CG modules from CPAN. Feel free to contact me if you need some more detail. Hope it helps, Duarte

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Install not ok
by Michiel Thalen 14 Aug '03

14 Aug '03

I've followed all the instructions but if i go to the installer.pl script i get a http 555 error. Also the index.pl script wont work. I've chmodded it to 755 and the owner is otrs:apache Its not my server config because formmail works fine in that same directory. What can be wrong? I did the libs test and it was ok.

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