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More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 20 Jan '03

20 Jan '03

In addition to my original message below, when I do the rcapache I get the following: linux:/home/afy/tmp # rcapache restart Shutting down httpd done Starting httpd [ Mailman PERL PHP4]/usr/sbin/rcapache: line 206: 9114 Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf $MODULES >> /var/log/httpd/rcapache.log 2>&1 Syntax OK failed Any Ideas on this and the problem restated below. I am sure I must be doing something wrong. I did do the SuSEConfig first. Thanks, Alan Yorinks First Message: I just installed SuSE 8.1, and tried to install OTRS RC1.0 RPM and get the following message: Exception in ../SRC/services.c, line 299 concerning file not opened Here is what I did to install the RPM: linux:/home/afy/tmp # rpm -ivh otrs-1.0.0-RC1.i*.rpm otrs ################################################## Check OTRS user (/etc/passwd)... otrs exists. SetPermissions.sh <$Revision: 1.15 $> - set OTRS file permissions Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R 0:0 /opt/otrs chown otrs:nogroup /opt/otrs chown otrs:nogroup /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown otrs:nogroup /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown -R otrs:nogroup /opt/otrs/var/ chown -R wwwrun:nogroup /opt/otrs/var/sessions/ chown otrs:nogroup /opt/otrs/var/log/TicketCounter.log chmod -R 755 /opt/otrs/bin/ (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig Exception in ../SRC/services.c, line 299 concerning file not opened Thanks, Alan Yorinks _________________________________________________________________ The new MSN 8: smart spam protection and 2 months FREE* http://join.msn.com/?page=features/junkmail

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OTRS 1.0 RC2!
by Martin Edenhofer 19 Jan '03

19 Jan '03

Hi, this is the second release candidate of OTRS 1.0. Changes: ======== * fixed AgentPhone bug of Time() in subject - Time(DateFormatLong) was shown * added spanisch translation! Thanks to Jorge Becerra! * updated french translation! Thanks to Nicolas Goralski! * updated finnish translation! Thanks to Antti Kämäräinen! * fixed bug 59 (Bug in SELECT statement on empty search form) - http://bugs.otrs.org/show_bug.cgi?id=59 * fixed bug 61 (ArticleStorageInit error ) - http://bugs.otrs.org/show_bug.cgi?id=61 * fixed bug 62 (not working command line utilitity) - http://bugs.otrs.org/show_bug.cgi?id=62 * fixed bug 68 on FreeBSD 4.7 (trying to "compose email" from the agent interface) - http://bugs.otrs.org/show_bug.cgi?id=68 * fixed typos "preferneces != preferences typo" http://lists.otrs.org/pipermail/dev/2003-January/000074.html Thanks to Wiktor Wodecki! * added CheckMXRecord option to webinstaller * added bin/otrs.checkModules to check installed and required cpan modules * small bugfixes Change log: =========== http://otrs.org/cgi-bin/cvsweb.cgi/otrs/CHANGES?rev=1.53&content-type=text/… The OTRS 1.0 RC2 release can be downloaded from the following locations: ========================================================================= ftp://ftp.otrs.org/pub/otrs/ MD5 message digest (128-bit) 72680a60a0686827aa7f40fe728407ae RPMS/suse/7.3/otrs-1.0.0-RC2.i386.rpm 1a011dcd0a1c65339ba8c71e54cba4fa RPMS/suse/8.x/otrs-1.0.0-RC2.i386.rpm 0f4f114bc21eb1b3838db6748ff4f0bb RPMS/redhat/7.x/otrs-1.0.0-RC2.i386.rpm eafc47af8275b709d2d519c632ac2239 SRPMS/suse/7.3/otrs-1.0.0-RC2.src.rpm c18bf86274a164e88f5263b4c346cb6e SRPMS/suse/8.x/otrs-1.0.0-RC2.src.rpm 3df3b9de150bcca32936467192768fa9 SRPMS/redhat/7.x/otrs-1.0.0-RC2.src.rpm d85b99d83da1701d15ae4523c9b92000 otrs-1.0.0-RC2.tar.gz 0dc78c04093714db8fa6d1e5587d2d01 otrs-1.0.0-RC2.tar.bz2 Upgrading from 0.5 to 1.0: ========================== Read the UPGRADING and INSTALL files. New: OTRS on win32: =================== Thanks to Robert Kehl for the OTRS on win32 documentation (http://docu.otrs.org/) There is also a german and english version available at http://www.robertkehl.de/otrs. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl

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AW: [otrs] Error after Update to RC1
by Ralph Müller 19 Jan '03

19 Jan '03

Hello, thanks, everything works fine. But now I have an other question. If I set the status of a ticket to 'Pending reminder' and I go to the view 'Locked tickets', there I can select between 'All', 'Open', 'New', 'Pending' and 'Reminder'. Assume I only have one open ticket with the status 'Pending remider'. I would expect to see the ticket only in the view 'Pending' or 'All'. But if I go to the 'Open', I also see my ticket there even though in the parentheses behind 'Open' stands a 0. Is that the intended behaviour? Best regards Ralph -----Ursprüngliche Nachricht----- Von: Robert Kehl [mailto:robertkehl@robertkehl.de] Gesendet: Montag, 13. Januar 2003 17:23 An: otrs(a)otrs.org Betreff: AW: [otrs] Error after Update to RC1 You have to use a FQDN (Full Qualified Domain Name) in your Personal Account settings. You can set these here: http://localhost/otrs/index.pl?Action=AdminUser <http://localhost/otrs/index.pl?Action=AdminUser> , located under http://localhost/otrs/index.pl?Action=Admin <http://localhost/otrs/index.pl?Action=Admin> . Let us know if it works. Rob -----Ursprüngliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Ralph Müller Gesendet: Montag, 13. Januar 2003 14:11 An: 'otrs(a)otrs.org' Betreff: [otrs] Error after Update to RC1 Hello, the perl version used is v5.6.1 built for i586-linux. I work on a SuSe 7.3 installation. With the new Agent.pm the error does not appear anymore, but the mail is not sent. Instead I keep staying in the 'Create answer' view. When I look at the 'From' field, there stands otrs@localhost, followed by '* invalid OTRS System <otrs@localhost> (fqdn)'!. When I set the option $Self->{CheckEmailAddresses} to '0', everything works well. The full qualified domain name in Config.pm is set correctly (as well as in Defaults.pm). The autoresponse to an incoming mail uses the right from-address (otrs@<fqdn>). Where can I change the 'From'-address used for answers? Thanks in advance Bye Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [ mailto:martin@edenhofer.de <mailto:martin@edenhofer.de> ] Gesendet: Freitag, 10. Januar 2003 18:42 An: otrs(a)otrs.org Betreff: Re: [otrs] Error after Update to RC1 Hi Ralph, On Fri, Jan 10, 2003 at 02:00:20PM +0100, Ralph M?ller wrote: > I just updated from beta8 to RC1. Every thing seems to work well. I can open > new tickets and an autoresponse is sent back to the sender. But if I try to > answer the ticket, I get the following error: > Can't use an undefined value as a HASH reference at > /opt/otrs//Kernel/Output/HTML/Agent.pm line 1138. I can't reproduce this error with my perl versions. Anyway, try the current Kernel/Output/HTML/Agent.pm (1.77) from CVS ( http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/Output/HTML/Agent. pm?rev=1.77 <http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/Output/HTML/Agent .pm?rev=1.77&content-type=text/plain> &content-type=text/plain ) Is it working now? Which perl version do you use? > Bye > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ <http://martin.edenhofer.de/> -- Old programmers never die. They just branch to a new address. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

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Re: [otrs] More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 18 Jan '03

18 Jan '03

Martin, I am not sure of the etiquette of this board, so I replied to otrs(a)otrs.org, but just in case you didn't see it, I don't think you actually have a problem. Apparently, when I initially installed SuSE, I also installed an older version of OTRS by accident. So just to check everything out, I reinstalled SuSE making sure that OTRS was not installed, and now all is fine. Sorry about the confusion. I am evaluating OTRS for a small company that is in desperate need of this package and wanted to make sure that the install instructions worked without a hitch. Thanks for the prompt reply. Alan Yorinks >From: Martin Edenhofer <martin(a)edenhofer.de> >Reply-To: otrs(a)otrs.org >To: otrs(a)otrs.org >Subject: Re: [otrs] More: RC1.0/Suse 8.1 Install Problem >Date: Tue, 14 Jan 2003 20:47:40 +0100 > >Hi Alan, > >On Tue, Jan 14, 2003 at 12:59:38AM -0500, Alan Yorinks wrote: > > In addition to my original message below, when I do the rcapache I get >the > > following: > > > > linux:/home/afy/tmp # rcapache restart > > Shutting down httpd > > done > > Starting httpd [ Mailman PERL PHP4]/usr/sbin/rcapache: line 206: 9114 > > Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf > > $MODULES >> /var/log/httpd/rcapache.log 2>&1 > > > > Syntax OK > > failed > > > > Any Ideas on this and the problem restated below. I am sure I must be >doing > > something wrong. I did do the SuSEConfig first. > > [...] > >I think this is my mistake. I added to >/opt/otrs/scripts/apache-httpd.include.conf >a Perlrequire line. I think this is the wrong place. Change it to: > >[...] ># load all otrs modules >#Perlrequire /opt/otrs/scripts/apache-perl-startup.pl >[...] > >restart the webserver and it should work. I fix it for RC2. > > > Thanks, > > Alan Yorinks > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ >-- >"There are two major products that come out of Berkeley: LSD and Unix. >We don't believe this to be a coincidence." -- Jeremy S. Anderson > >_______________________________________________ >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 _________________________________________________________________ MSN 8 with e-mail virus protection service: 2 months FREE* http://join.msn.com/?page=features/virus

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Zooming in
by otrs＠ignore.mine.nu 18 Jan '03

18 Jan '03

Hello! A user question this time :) I've been using 1.0rc1 sinds last tuesday. Wednesday the company I work for had a huge networking problem that caused issues for most of our customers. Talk about grand timing: OTRS saved my ass big time :) :) So thanks for that. I do have one question/issue: When 'zooming' a ticket I would really like to see all the notes (internal+external) all at once, withouth having to click on each individual 'agent (note-internal)'-link. Is this a configurable option, or does it require some recoding? Thanks in advance, -- .''`. | Martin <otrs(a)ignore.mine.nu> : :' : | `. `' | `-

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Another question
by Brian Palmer 15 Jan '03

15 Jan '03

I updated to RC1, (finally) tested the extra escaltion functionality in GenericAgent.pm and it's just what I want. Thanks Martin. Now I have another question. I can input new status definitions in the Admin area without problems, that works great. Is there anywhere that I can limit the valid status defs by queue? Say I want just 'closed successful', and 'closed unsuccessful' for one queue, but I want 'closed successful', 'closed unsuccessful' and 'training issue' for another queue, and maybe another set entirely for a third queue? Regards Brian Palmer "If stupidity got us into this mess, why can't it get us out?" - Will Rogers

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More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 15 Jan '03

15 Jan '03

Martin, Thanks very much for the quick reply. I don't think there is actually a problem. I did not realize, but I had installed an earlier version of OTRS when I installed SuSE. So just to make sure, I reinstalled SuSE (making sure OTRS was not installed), and installed RC1.0, and the problems went away. Sorry about that. Alan Yorink _________________________________________________________________ MSN 8 with e-mail virus protection service: 2 months FREE* http://join.msn.com/?page=features/virus

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Debian: nslookup dependency ?
by otrs＠ignore.mine.nu 14 Jan '03

14 Jan '03

Hi! I can't find this on the Net, but there appears to be a (unstated) dependency. When installing RC1 on a Woody-machine all went well, apart from the adding of a user. Checking the logs I see this error: ----------------------------------------------------------------------------- [Tue Jan 14 12:59:56 2003] [error] [client 192.168.1.2] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl unable to locate nslookup at /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 68 ----------------------------------------------------------------------------- Debian no longer has nslookup as a standard installable package (ie: apt-get install nslookup will not work). Instead Debian opts for 'host' as a utility for querying DNS servers. a simple 'ln -s /usr/bin/host /usr/bin/nslookup' fixed the Internet Server Error, but I suspect that there must be a better way to fix this. Anyway: perhaps this is something for the documentation or something? Thanks again for all the fish, -- .''`. | Martin <otrs(a)ignore.mine.nu> : :' : | `. `' | `-

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Problems installing on FreeBSD 4.7 system
by Jaron Parsons 13 Jan '03

13 Jan '03

Hopefully someone might be able to help me out with some of these installation problems I am having, I hve been hacking my way through it, but have hit a snag, and I am not sure where to go from here. First . About my system I am running FreeBSD 4.7, Apache 1.3.23 with SSL, Mod_perl, mod_php4. It is a beefy system hardware wise, so I don't think that is the issue, but if someone would like to know the specs I would be happy to post them. I have installed all the perl modules from CPAN that are listed in the INSTALL instructions. When I try to run the installer.pl I get a 500 Internal Server error page, and looking at the apache error log I see: [Mon Jan 13 09:07:00 2003] [error] syntax error at /usr/local/www/data.default/pages/OpenTRS/bin/cgi-bin/../../Kernel/Confi g.pm line 539, near "$_;" BEGIN failed--compilation aborted at /www/data/pages/OpenTRS/bin/cgi-bin/installer.pl line 38. [Mon Jan 13 09:07:21 2003] [error] Undefined subroutine &Kernel::Config::LoadSubConfig called at /usr/local/www/data.default/pages/OpenTRS/bin/cgi-bin/../../Kernel/Confi g.pm line 515. I opened the Config.pm and configured a few of the lines thinking it might need that, but I still get the same error. If anyone has any ideas or help I would greatly appreciate it. If I need to send in more info, just let me know what I am lacking. Thanks. Jaron Parsons

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Re: [otrs] Session Management OTRS0.5Beta8
by Diego Fernandez 13 Jan '03

13 Jan '03

Hi Martin, > > Otrs server is Redhat 7.3 and otrs0.5 Beta8 > - If the browser supports http cookies and the browser is closed (without > OTRS logout) there is no possibility to get back to the session (because > the session id (http cookies) is removed on the client machine). My client machine is MS Internet Explorer 5.5 on Windows NT. > PS: To tell OTRS to use http cookies (if browser supports cookies) set > $Self->{SessionUseCookie} to 1 ($Self->{SessionUseCookie}=1;). I set $Self->{SessionUseCookie}=1; I open a browser and login as customer. I can see "My tickets" I close the browser without OTRS logout. I open the browser again and go to my OTRS site It shows me "My Tickets" without asking me for login. I looked at the coockie before and after I closed the browser and It didn't change. What's wrong? > Martin Thanks Diego.

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