- otrs - OTRS mailing lists

Customer ID and name
by Ralph Müller 20 Sep '02

20 Sep '02

Hello, since a while I am playing around with otrs, and I have to say it is really hot stuff! Now I have a question concerning the customer ID. Is it possible to assign the customer ID automaticaly, for instance according the domain-part of the sender address (when a new mail arrives and opens a new ticket)? And is it possible to assing a customer-name to a customer ID? This would make it easier to search cases from a particular customer. An other wish is a reminder time/date. It would be nice, if I could give a ticket the status 'waiting_for_reminder' together with a response deadline, after which the ticket would come up again. This would be helpful if one have sent an answer to a customer, but the customer does not response. After the reminder has expired, one can contact the customer again or close the case. Thanks again for your great work! By Ralph

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Phoneview error
by Edwin D. Viñas 20 Sep '02

20 Sep '02

Mabuhay! For the first time, i want to send using phoneview, but after clicking "store", I got the following error: Software error: Died at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/Ticket/Number/AutoIncrement.pm line 74. I have successfully updated the admin area and no errors prompted. But here in phoneview, i received this error. Any kind-hearted in this list? Salamat! -Edwin ------------------------------------------------------------------------------------------------------------------ The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ------------------------------------------------------------------------------------------------------------------

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email do not show up in the otrs system
by bert preiss 20 Sep '02

20 Sep '02

hi all, I was very happy to find this great ticket request system. I installed the RPM for SuSE linux 7.3 (otrs-7.3-0.5-BETA7.i386.rpm) with YAST. After having installed a few missing perl mods the index.pl turned out to work fine. But when sending mails to the system they don´t show up in the otrs system, although I can see the mails in opt/OpenTRS/var/spool. when I looked at the error log of the httpd it says the following: index.pl: Use of uninitialized value in string ne at /opt/OpenTRS/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 252, <TEMPLATEIN> line 42. please help bert preiss ps. the generic.pm is attached

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Re: No Error in Debugger but Error in Apache
by Edwin D. Viñas 20 Sep '02

20 Sep '02

Mabuhay! I just want to share what i did to solve my DBD::Pg's error in Apache. So to some people with same cases as mine with machine FreeBSD-4.4, Apache-1.3.26, Postgresql-7.1 and recieves the following error when the script index.pl is run by the Apache server (note: /your/otrs/cgi-bin/index.pl has no error when ./ executed). I've been stucked into this problem for two days. Now, its okay! Software error: install_driver(Pg) failed: [Thu Sep 19 16:52:18 2002] index.pl: [Thu Sep 19 16:52:18 2002] index.pl: Can't load '/usr/local/lib/perl5/site_perl/5.005/i386-freebsd/auto/DBD/Pg/Pg.so' for module DBD::Pg: Shared object "libpq.so.2" not found at /usr/libdata/perl/5.00503/DynaLoader.pm line 169. [Thu Sep 19 16:52:18 2002] index.pl: [Thu Sep 19 16:52:18 2002] index.pl: [Thu Sep 19 16:52:18 2002] index.pl: [Thu Sep 19 16:52:18 2002] index.pl: at (eval 124) line 3 Perhaps a required shared library or dll isn't installed where expected at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 67 To solve this problem, you can tell the Apache httpd.conf to include the environmental variable LD_LIBRARY_PATH= /usr/local/pgsql/lib. Put this line to httpd.conf and then restart: SetEnv LD_LIBRARY_PATH /usr/local/pgsql/lib Thanks Martin for your help and to all OTRS fan out there. Maraming Salamat Po! -Edwin ---------------------------------------------------------------------------- -------------------------------------- The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ---------------------------------------------------------------------------- -------------------------------------- ----- Original Message ----- From: "OTRS Team" <contact(a)otrs.org> To: "Edwin D.Viñas" <edwinv(a)asti.dost.gov.ph> Sent: Thursday, September 19, 2002 11:26 PM Subject: [Ticket#: 2002091910000891] Re: Re: No Error in Debugger but Error [...] > Mabuhay Edwin, > > Edwin D. Viñas <edwinv(a)asti.dost.gov.ph> schrieb: > > > > Can you try "cd /to/your/otrs/bin/cgi-bin/", "./index.pl" did you get html > > > > > output? Or the error message? > > > > I got the correct HTML message. I know it working fine in the command line. > > No error. > > > > > > > > Try "cd /to/your/otrs/bin/", "bin/CheckDB.pl" did you get "It looks Ok!"? > > > > Yah! I looks OK! > > noc# ./CheckDB.pl > > It looks Ok!noc# > > > > > > > > What programs do you us on your machine with DBD::Pg? > > > > Im using a netflow script called FlowSQL - a perl script. It is working. I > > remember same error > > when libpq.so is not found before i made FlowSQL script worked. I suspect > > the environmental variable > > is not found by the apache user when DBD::Pg is run. Am i correct? > > Yeah. If the perl programmes are working on the command line but > not with the apache, then it could be. ;-) > > Do you remember what you have changed for FlowSQL? If it's just an > environment variable, put this into your apache startup script. > > The startup (start/stop) script is normally a shell script. If you > put something like: > > [...] > export YOURVARIABLE="/path/to/success" > [...] > > And the httpd should have this YOURVARIABLE on the next startup. > > Is it working now? :-) > > PS0: I never have used BSD. But one time I install it. :)) > > PS1: If it's possible to get a shell account on this machine, then > I can help. (Just in case) > > > > > Edwin > > Martin > > -- > OTRS Team Mailbox - Manage your communication! > Web: http://otrs.org/ - Lists: http://lists.otrs.org/ > >

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Software Error
by Edwin D. Viñas 18 Sep '02

18 Sep '02

Mabuhay! I am having trouble running the index.pl in /bin/cgi-bin. When viewed in the web, i have the following message: Software error: install_driver(mysql) failed: [Wed Sep 18 19:18:17 2002] index.pl: Can't locate DBD/mysql.pm in @INC (@INC contains: ../ ../../../ /usr/local/OpenTRS/bin/cgi-bin/../.. /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 .) at (eval 124) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: ExampleP, Pg, Proxy. at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 67 In the debugger, i have the following error: main::(index.pl:80): $CommonObject{LayoutObject} = Kernel::Output::HTML::Generic->new(%CommonObject); DB<1> n main::(index.pl:81): $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); DB<1> n Content-type: text/html <H1>Software error:</H1> <CODE>install_driver(mysql) failed: [Wed Sep 18 19:29:40 2002] index.pl: Can't locate DBD/mysql.pm in @INC (@INC contains: ../ ../../../ /usr/local/OpenTRS/bin/cgi-bin/../.. /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 .) at (eval 143) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: ExampleP, Pg, Proxy. at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 67 </CODE> <P> For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. [Wed Sep 18 19:29:40 2002] index.pl: install_driver(mysql) failed: [Wed Sep 18 19:29:40 2002] index.pl: Can't locate DBD/mysql.pm in @INC (@INC contains: ../ ../../../ /usr/local/OpenTRS/bin/cgi-bin/../.. /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 .) at (eval 143) line 3. [Wed Sep 18 19:29:40 2002] index.pl: Perhaps the DBD::mysql perl module hasn't been fully installed, [Wed Sep 18 19:29:40 2002] index.pl: or perhaps the capitalisation of 'mysql' isn't right. [Wed Sep 18 19:29:40 2002] index.pl: Available drivers: ExampleP, Pg, Proxy. [Wed Sep 18 19:29:40 2002] index.pl: at /usr/local/OpenTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 67 Debugged program terminated. Use q to quit or R to restart, use O inhibit_exit to avoid stopping after program termination, h q, h R or h O to get additional info. DB<1> Im testing in a machine with the following specs: FreeBSD-4.4, Apache-1.3.26, PHP-4.2.1, Postgresql-7.1 with apache configure with a --without-mysql coz i want to use postgresql. Is there something in the config file that i've missed? Is otrs been proven to run using mysql? Please advise me if you know this thing.... Im new to otrs :-) Salamat Po! -Edwin ================================ If others think ten minutes ahead; Filipinos must think 10 years ahead; -- Edwin D. Vinas http://www.geocities.com/edwin_vinas ================================

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emails are showing up again
by tripal jadeja 17 Sep '02

17 Sep '02

Hi to all, I am new to otrs , just installed it on suse 7.3 with mysql and all required perl modules. I have created a user test,group tgroup , queue tqueue , new maill address tmail(a)domain.com . The group for the "tqueue" is set to "tgroup" . The email address for "tqueue" is set to tmail(a)domain.com The user "test" is member of "tgroup" The "Follow up Option:" for tqueue is set to possible. The address tmail(a)domain.com is being forwarded to otrs . The .procmailrc is setup to forward all mails to tmail(a)domain.com to tqueue . A customer for example cust(a)cust.com writes and email to tmail(a)domain.com the new message lets say "problem" appears under the queue "tqueue" which is expected. For example user test gives a replys to this message with lets say "reply1" to the customer . In reply to the message "reply1" from the agent (test) customer writes second message for example "ALL OKAY" to the agent(test). This "ALL OKAY" also appears under the queue "tqueue" and under locked message which also true . Now in reply to "ALL OKAY " agent writes a message "TICKET CLOSED" with next ticket stat "closed" . The customer in this example cust@cust .com receives this message . Thread is as below 1 problem Customer(cust(a)domain.com) ==> Agent (test) ( this message appears below queue "tqueue") 2 reply1 Agent (test) ==> Customer(cust(a)domain.com) next ticket stat "open " (The status of the ticket is changed to lock) 3 ALL OKAY Customer(cust(a)domain.com) ==> Agent (test) 4 TICKET CLOSED Agent (test) ==> Customer(cust(a)domain.com) next ticket stat "closed successfully " (The ticked is closed and disappears from the queue) |-->>>customer (email-external) (plain) 2002-09-16 19:00:05 problem |-->agent (email-external) (plain) 2002-09-16 19:01:10 reply1 |-->customer (email-external) (plain) 2002-09-16 19:02:03 ALL OKAY |-->agent (email-external) (plain) 2002-09-16 19:02:39 TICKET CLOSED Everything is fine untill here . But when the hourly cron job "/etc/rc.d/otrs cleanup " for user otrs gets executed the problem starts. After execution of "/etc/rc.d/otrs cleanup >> /dev/null" the the ticket is getting locked again with a status of new message in that ticket. The message no 1 (reply1) appears back as the next message in that ticket thread and ticket is again getting status locked The below is the the thread sequence from otrs . |-->>>customer (email-external) (plain) 2002-09-16 19:00:05 problem |-->agent (email-external) (plain) 2002-09-16 19:01:10 reply1 |-->customer (email-external) (plain) 2002-09-16 19:02:03 ALL OKAY |-->agent (email-external) (plain) 2002-09-16 19:02:39 TICKET CLOSED |-->customer (email-external) (plain) 2002-09-16 19:02:59 problem (The ticket status is changed to lock) and after every hour its adding the same message again to the thread. The problem does not end here , Another ticket with the next number in the sequence is created under the queue 'tqueue' with the message no 1 i.e "problem" and also system default reply from otrs to the customer {This is a demo text which is send to every inquery. It could contain something like: Thanks for your e-mail. A new ticket has been created. You wrote: > problem Your e-mail will be answered by a human asap Have fun with OTRS! :-) Your OTRS Team} is appearing as the next message in the new ticket thread . New ticket under "tqueue" |-->customer (email-external) (plain) 2002-09-16 19:02:59 problem |-->>>system (email-external) (plain) 2002-09-16 19:02:59 I hope I have make my problem clear :-) , so please somebody help me to get the cause of this problem . Thanks a lot in advance . regards, Tripal Jadeja

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Newbie question (or course)...
by Stephen Morin 16 Sep '02

16 Sep '02

Good morning, Newbie question. I'm a little confused as to the "PersonalQueue". Is this a queue that is specific to a user? If so, then how can I assign a ticket say from the "Raw" queue to a specific user so that ticket appears in that user's "PersonalQueue". Do individual queues have to be created for each user? If so then what would the "PersonalQueue" be used for. Thank you in advance for any help. Stephen Morin Grand Virtual, Inc. Montreal, Quebec, Canada smorin(a)grandvirtual.com

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want to get at new ticket number from calller of PostMaster.pl
by Phil Davis 14 Sep '02

14 Sep '02

It would be really useful if I could get the new ticket number from PostMaster as I want to do some clever stuff with procmail and formail. I.e some option to PostMaster.pl that makes it return the ticketnumber on stdout or even into a specified file name. -- Phil Davis phil.davis(a)itaction.co.uk

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Bug ?
by Michael Bielicki 12 Sep '02

12 Sep '02

(in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 93 during global destruction. getting that all the time on latest CVS, and ... would it be possible to change the queue on closing a ticket ? Many tickets come into the RAW queue and get closed there. Would like to be able to change the queue on closing it as well ..

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html emails in queue view
by Steglich Stefan 12 Sep '02

12 Sep '02

hello otrs ng, i use otrs on a redhat7.1 system. why can i view html emails directly in utilities/fulltext search but in the queue view not? what do i have to change in the source not to read 'This is a text/html email, click here to open it in a new window' in the queue view? btw: if i 'click here' two message boxes (open, save, cancel, details) open but the html email does not open in a new browser window. (the new browser window is still empty) thanks a lot Stefan Steglich

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