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Re: [otrs] customer.pl
by Wily E. Coyote 08 Jan '03

08 Jan '03

Hi Martin, in Customer User Managment this user has a CustomerID (Vorname.Nachname(a)domain.org) sven ---- Original Message ---- From: martin(a)edenhofer.de To: otrs(a)otrs.org, Subject: Re: [otrs] customer.pl Date: Tue, 7 Jan 2003 20:16:55 +0100 >Hi Sven, > >On Tue, Jan 07, 2003 at 01:06:02PM +0100, Wily E. Coyote wrote: >> if i try to insert troubletickets via customer_agent, the system >give >> an error back to me >> >> Error: No permission >> Handle: >/usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm >> Frontend Subfunction: Kernel::Modules::CustomerZoom::Run (v1.1) >> Frontend Line: 209 >> Backend Subfunction: (v) >> >> i have BETA8 installed... > >Check the CustomerID of the CustomerUser (Admin-Interface). Is there >one? >If yes, which? > >> THANX >> sven > > 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 >

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customer.pl
by Wily E. Coyote 07 Jan '03

07 Jan '03

hallo, if i try to insert troubletickets via customer_agent, the system give an error back to me Error: No permission Handle: /usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm Frontend Subfunction: Kernel::Modules::CustomerZoom::Run (v1.1) Frontend Line: 209 Backend Subfunction: (v) i have BETA8 installed... THANX sven

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Software error at the AgentPhone page
by murahashi 07 Jan '03

07 Jan '03

I'm walking around on newest cvs version and I faced at an software error at the AgentPhone. After clicking 'store' button, Software error: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 99. For help, please send mail to the webmaster (admin), giving this error message and the time and date of the error. httpd/error showed: [Tue Jan 7 17:47:09 2003] index.pl: Invalid conversion in printf: "%v" at /home/sites/site16/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 92. ERROR: OTRS-CGI-10 Perl: %vd OS: linux Time: Tue Jan 7 17:47:09 2003 Message: Can't open /home/sites/otrs1.kidanet.com/otrs/var/log/TicketCounter.log: Permission denied Traceback (5750): Module: Kernel::System::Ticket::Number::DateChecksum::CreateTicketNr Line: 95 Module: Kernel::Modules::AgentPhone::Run Line: 305 Module: /home/sites/otrs1.kidanet.com/otrs/bin/cgi-bin/index.pl Line: 560 [Tue Jan 7 17:47:09 2003] index.pl: Use of uninitialized value at /home/sites/site16/otrs/bin/cgi-bin/../../Kernel/cpan-lib/CGI/Carp.pm line 375. [Tue Jan 7 17:47:09 2003] index.pl: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 99. at /home/sites/site16/otrs/bin/cgi-bin/../../Kernel/cpan-lib/CGI/Carp. pm line 301. Should I do any more permission change? Shozo

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Initial Configuration Problems
by L. Mark Stone 07 Jan '03

07 Jan '03

I'm running SuSE 8.1. I installed OTRS when I installed SuSE, but I never configured it. I recently installed beta 8 from rpm using YaST. I use Apache to host other web sites, so to avoid changing the Apache user from wwwrun I ran the SetPermissions script. I also configured the otrs user account in MySQL and initialized the databases by hand. When I go to do the first login as root, I get a 500 Server Error. The Apache log file shows: Jan 5 22:00:54 2003] index.pl: DBI->connect(database=OpenTRS;host=localhost;:OpenTRS) failed: Access denied for user: 'otrs@localhost' (Using password: YES) at /opt/OpenTRS//Kernel/System/DB.pm line 61 [Sun Jan 5 22:00:54 2003] index.pl: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 131. [Sun Jan 5 22:00:57 2003] [error] [client 127.0.0.1] File does not exist: /srv/www/htdocs/favicon.ico [Sun Jan 5 22:01:10 2003] index.pl: Subroutine GenericModules redefined at /opt/OpenTRS/bin/cgi-bin/index.pl line 228, <TEMPLATEIN> line 131. [Sun Jan 5 22:01:10 2003] index.pl: DBI->connect(database=OpenTRS;host=localhost;:OpenTRS) failed: Access denied for user: 'otrs@localhost' (Using password: YES) at /opt/OpenTRS//Kernel/System/DB.pm line 61 [Sun Jan 5 22:01:10 2003] index.pl: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 262. [Sun Jan 5 22:01:20 2003] index.pl: Subroutine GenericModules redefined at /opt/OpenTRS/bin/cgi-bin/index.pl line 228, <TEMPLATEIN> line 262. [Sun Jan 5 22:01:20 2003] index.pl: DBI->connect(database=OpenTRS;host=localhost;:OpenTRS) failed: Access denied for user: 'otrs@localhost' (Using password: YES) at /opt/OpenTRS//Kernel/System/DB.pm line 61 [Sun Jan 5 22:01:20 2003] null: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 262. [Sun Jan 5 22:01:20 2003] [error] PerlRun: `Can't call method "prepare" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 139, <TEMPLATEIN> line 262. (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 262. ' Any help in pinpointing this problem would be appreciated. I'm not a programmer (though I can compile and install apps from sources OK), so this level of debugging is a challenge! TIA, Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com

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RE: [otrs] Integrating OTRS with e-mail more easily
by Nick Loman 06 Jan '03

06 Jan '03

Hi guys, Thanks for the responses. Gene Parks is right that I want to run everything from e-mail, whilst taking advantage of the Web backend as a history/repository/analysis resource. Stefan, you raise a good point which is that locking is difficult via e-mail (i.e. I start writing a reply to a ticket and someone else gets in there first and we both end up replying to the message -- annoying). In our situation we only have a small number of agents and it is usually fairly intuitive who should answer each support query, so I believe the locking issue is slightly reduced. You could resolve the problem by sending out new ticket notifications to each agent. If an agent wants to reply they just click a link to lock it to them, or reply with 'lock' in the message body. If someone has already locked an error message could come back. Then the agent can reply to the success message, with the reply going straight to the original ticket raiser. An auto-unlock kicks in after a while. Having the OTRS database accessible out of an IMAP server is a brilliant idea -- that would integrate with our local systems pretty nicely, but suspect that is quite a bit more work. I think just a basic email command interface like Martin suggests would be a good enough solution for us in the first instance. Should I go about trying to hack one together, or would it be better to leave it to an OTRS expert? Many thanks, Nick.

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RE: [otrs] Escalation actions question.
by Brian Palmer 06 Jan '03

06 Jan '03

Thanks Martin, That's great, and it saves me from butchering the OTRS code to try to accomplish it. I'll grab the CVS tonight and try it out. Much appreciated. B -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, January 05, 2003 9:15 AM To: otrs(a)otrs.org Subject: Re: [otrs] Escalation actions question. Hi Brian, On Thu, Jan 02, 2003 at 04:59:13PM -0500, Brian Palmer wrote: > I'm looking at using OTRS for first line help desk use. It looks like it'll > do a large part of what I want. However, one thing I'd like is a little > more control over escalation. I'd like the option to outline in the queue > definition what will happen when a ticket hits it's escalation time. What > I'm trying to accomplish is to move it to a seperate queue, and then send an > email to an admin defined email address. Anyone know of a way to do > something like that? Is something like that going to be a possibility in an > upcoming release? I added something like that to the bin/GenericAgent.pl (CVS or 1.0). -=> GenericAgent.pl looks in your system for escalation tickets and if the bin/GenericAgent.pl found one you can do some actions on it (move, set state, set owner, add note and execute a command line program (new!)). Kernel/Config/GenericAgent.pm [...] # -- # [name of job] -> move all tickets from xyz to experts # -- 'move escalation ticket to experts and execute CMD' => { # get all tickets with this properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id CMD => '/path/to/your/program', }, }, # -- [...] This should solve your problem! .) > By the way, I'm running OTRS on an OpenBSD box and it's running perfectly > fine. Fine! :) > Brian Palmer Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 3:02pm up 73 days, 17:38, 5 users, load average: 0.27, 0.27, 0.10 _______________________________________________ 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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Escalation actions question.
by Brian Palmer 05 Jan '03

05 Jan '03

I'm looking at using OTRS for first line help desk use. It looks like it'll do a large part of what I want. However, one thing I'd like is a little more control over escalation. I'd like the option to outline in the queue definition what will happen when a ticket hits it's escalation time. What I'm trying to accomplish is to move it to a seperate queue, and then send an email to an admin defined email address. Anyone know of a way to do something like that? Is something like that going to be a possibility in an upcoming release? By the way, I'm running OTRS on an OpenBSD box and it's running perfectly fine. Regards, Brian Palmer bpalmer(a)dolfin.com

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AW: [otrs] Multiple version on one machine
by Krcek, David 03 Jan '03

03 Jan '03

ur welcome -----Ursprüngliche Nachricht----- Von: murahashi [mailto:murahashi@ayayu.com] Gesendet: Freitag, 3. Januar 2003 11:10 An: otrs(a)otrs.org Betreff: Re: [otrs] Multiple version on one machine Hi, David, Thank you for your quick reply. Wow, nice! I got it. You help is perfect for me. Thank you. ----- Original Message ----- From: "Krcek, David" <david.krcek(a)ibex-ag.de> To: <otrs(a)otrs.org> Sent: Friday, January 03, 2003 6:41 PM Subject: AW: [otrs] Multiple version on one machine > Hi Murahashi, > > IMHO you can install multiple versions on one maschine. > Ok what do you need ? > 1. You need 2 or more databases (i.e. "OTRS" and "OTRS1"). Maybe 2 or > more OTRS user. 2. Install the software on two different directories > (i.e. /opt/OTRS and > /opt/OTRS1) > I think the installation with the tarball file is better than rpm > for this. 3. Configure your apache (2 ScriptAlias's or mod_perl) > 4. Configure your OTRS systems (User, Databases, TicketID and so on) > 5. Cofigure CVS for your "Development System". > > CU > > > IBEX AG > David Krcek > Leiter Management Informations Systeme > Linker Kreuthweg 9 > 86444 Augsburg-Mühlhausen > +49 8207 96 11- 354 > +49 151 12 01 60 60 > > > -----Ursprüngliche Nachricht----- > Von: murahashi [mailto:murahashi@ayayu.com] > Gesendet: Freitag, 3. Januar 2003 10:31 > An: otrs(a)otrs.org > Betreff: [otrs] Multiple version on one machine > > > Hi list, > > I already installed 0.5B8. I would like to install coming new version > on the > same machine from CVS. Can I install multiple version on one machine? > If yes, how? I mean can I use both of production and test environment > on one machine? > > I can't find similar description in doc and maillist. > Thank you. > Murahashi > > _______________________________________________ > 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 > _______________________________________________ > 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 > _______________________________________________ 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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AW: [otrs] Multiple version on one machine
by Krcek, David 03 Jan '03

03 Jan '03

Hi Murahashi, IMHO you can install multiple versions on one maschine. Ok what do you need ? 1. You need 2 or more databases (i.e. "OTRS" and "OTRS1"). Maybe 2 or more OTRS user. 2. Install the software on two different directories (i.e. /opt/OTRS and /opt/OTRS1) I think the installation with the tarball file is better than rpm for this. 3. Configure your apache (2 ScriptAlias's or mod_perl) 4. Configure your OTRS systems (User, Databases, TicketID and so on) 5. Cofigure CVS for your "Development System". CU IBEX AG David Krcek Leiter Management Informations Systeme Linker Kreuthweg 9 86444 Augsburg-Mühlhausen +49 8207 96 11- 354 +49 151 12 01 60 60 -----Ursprüngliche Nachricht----- Von: murahashi [mailto:murahashi@ayayu.com] Gesendet: Freitag, 3. Januar 2003 10:31 An: otrs(a)otrs.org Betreff: [otrs] Multiple version on one machine Hi list, I already installed 0.5B8. I would like to install coming new version on the same machine from CVS. Can I install multiple version on one machine? If yes, how? I mean can I use both of production and test environment on one machine? I can't find similar description in doc and maillist. Thank you. Murahashi _______________________________________________ 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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RE: [otrs] Integrating OTRS with e-mail more easily
by Gene Parks 03 Jan '03

03 Jan '03

I know exactly what Nick is looking for. There is a program out there that does exactly that. http://www.perldesk.com. Now we switched from perldesk to otrs and love otrs. It is a bit more scalable and has a lot more features that perldesk does not. Otrs is easier to configure in the long run than perldesk but perldesk has the advantage of email control. Basically Nick wants to run everything from email. Which by the way is a good thing is some respects. The only thing perldesk can not do, if I remember correctly, is close the ticket from email. You guys should check it out just to see if there is anything there worth adding to otrs. Thanks Gene Parks VIP Direct Atlanta

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