- otrs - OTRS mailing lists

Email on ownership change
by Phil Davis 10 Sep '02

10 Sep '02

In trying to use OTRS in real life we are finding it a bit cumbersome to allocate tickets to agents and inform them. The problem is not everyone is logged into OTRS all the time so under our old system we used to email support requests to the person who could best solve them. Under OTRS we can set the owner of the ticket to the best person but until they login to OTRS they do not know about it. Current workaround is probably going to be create a queue for each person so they get the auto email when a ticket is moved to it but that seems the wrong way. Is it possible to add an "email new owner on ownership change" option? How easy would that be? I am thinking of just changing Ticket/Owner.pm to send out email once I find a suitable section of code to copy. -- Phil Davis IT Action phil.davis(a)itaction.co.uk

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File Creation
by Heimo T. 10 Sep '02

10 Sep '02

Hi! I'm a new user of OTRS and it looks very nice. But I have the same problem as Christoph wrote in his mail from the 20th August. On Tue, Aug 20, 2002 at 02:33:08PM +0200, Christoph Kaulich wrote: > Yes, but sometimes I get day directories like this: > > drwxr-sr-x 5 otrs nogroup 92 Aug 9 15:03 9 > > and wwwrun can not create new article directories. This result to an > erro in the procmail log: > > procmail: Executing "/opt/OpenTRS//bin/PostMaster.pl" > mkdir /opt/OpenTRS/var/article/2002/08/9/835: Permission denied at > /opt/OpenTRS/bin/..//Kernel/System/Article.pm line 157 > > And this results to the '[otrs] hourly new item in the raw-queue' > error from the mailing list. Then Martin answers: > Download the current Kernel::System::Article module > (http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/System/Article. > pm?rev=1.16&content-type=text/plain ) save it under > /opt/OpenTRS/Kernel/System/Article.pm and restart the webserver. Then > it works. I've tried this, but it doesn't work in my case. I also have noticed, that the cronjob "otrs cleanup" doesn't delete the mails in "/opt/OpenTRS/var/spool". Always when this job runs, I'll recive the mails once again. Then I have tried to start the job as "root" and it worked, the mails where deleted, but I also get the deleted mails one more time. I've installed OTRS via rpm file (0,5 Beta 7) on a SuSE Linux 8.0 distribution. I only have replace the following files: Article.pm DB.pm Maybe someone has an idea how to fix this problem? Also thanks for the great work. Maybe it is possible for a future version also to take a look at all open tickets, so the chief will have a survey. Ciao Heimo

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Escalation time for Queues
by Andreas Haase 10 Sep '02

10 Sep '02

Hello, Now it is so, that we set up an escalation time for our ticket queues and if an employee doesn't answer one of his tickets within this time, it escalates. That's how it should work, i guess. But now it would be fine, if this employee could say "Resubmit this ticket after x minutes and don't block the ticket system in this time" or "Extend the escalation time to xy minutes". Is that possible to implement? Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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index.pl errors?
by Tony VanScoy 09 Sep '02

09 Sep '02

I've been having some trouble with 500 internal server errors. I looked at my logs files for apache and it was saying that i didnt have some of the proper modules installed, so i installed them. Now all i get in my error log is "Premature end of script headers: /*/*/*/*/index.pl". any ideas what could be causing this? Tony VanScoy Systems Administrator Certified Solutions Inc. 1205 Scott Street / Wilkes Barre, PA 18705 (570) 822-0789 / www.certifiedsolutionsinc.net

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What User?
by Tony VanScoy 06 Sep '02

06 Sep '02

Im trying to install otrs on red hat 7.3 to a virtually hosted web account Apache user is nobody, group nobody Virtual Host user cert, group cert OpenTRS user cert, group cert i installed otrs to /home/cert/OpenTRS, and ran through the setup on the otrs web site. however www.domain.net/otrs/ gives me 403 access errors. I think I have my users and groups all messeg up. I 'chmod -R cert.cert /home/cert/OpenTRS' then 'sh SetPermissions.sh /home/cert/OpenTRS cert cert cert' but still no luck. <VirtualHost ###.###.###.###> ServerAdmin webmaster(a)domain.net DocumentRoot /home/cert/public_html BytesLog domlogs/domain.net-bytes_log User cert Group cert ServerName www.domain.net ServerAlias www.domain.net *.www.domain.net CustomLog domlogs/domain.net combined ScriptAlias /cgi-bin/ /home/cert/public_html/cgi-bin/ ScriptAlias /otrs/ /home/cert/OpenTRS/bin/cgi-bin/ </VirtualHost> does opentrs need to be run as user otrs? anyone see what im doing wrong? Tony VanScoy Systems Administrator Certified Solutions Inc. 1205 Scott Street / Wilkes Barre, PA 18705 (570) 822-0789 / www.certifiedsolutionsinc.net

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Graphical Stats
by Andreas Haase 05 Sep '02

05 Sep '02

Hello, I've installed OTRS 0.5Beta7 with all required perl modules that are listed in the documentation. But when I go to "stats" in the frontend, I only get a numerical overview with "closed succesfull" and "all" tickets, but no graphics. What do I have to do to get these graphics like in test system of OTRS? Are there any configuration options that I didn't find? Thanks in advance. Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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hourly new item in the raw-queue
by Ralph Müller 05 Sep '02

05 Sep '02

Hello, I am just playing around with otrs. I did configure a pop3 account, sent one mail to it and fetched it from my otrs-machine. It was put to the raw-queue. I moved the ticket to my own queue and did work on it. Until here everything is clear. But now to every full hour a new ticket appears in the raw queue, all from the same mail which I did already move to my queue. Where does it come from and how can I stop this? There is no mail in the used pop3 account, also the local otrs account has no mails? Any hints? Thanks in advance. Ralph Mueller

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Fulltext Search
by Andreas Haase 02 Sep '02

02 Sep '02

Hello, I just tried to search for "e" in fulltext search and saw, that there are displayed only 20 entries. This is configurable via $Self->{SearchLimitTxt} = 20 in Config.pm But the real count of matched entries is much bigger, is it possible to make a "next page" button, that I can display all entries site by site? Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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RedHat 7.3 setup
by Adrian McCray 28 Aug '02

28 Aug '02

I have read the manual, and looked at the archives and even noticed someone was having the same problem recently with RedHat version 7.2. I have the web interface up and running. In the /opt/OpenTRS/scripts/ there is a file redhat-rcotrs. Just by looking at the file, it appears that this file is the starup script for the otrs. In comparing this file with the suse-rcotrs file, there are several directives missing, cleanup, stop-force, etc. While I know that OpenTRS was not developed with Redhat specifically in mind, can anyone point me in the direction to try to make it work under RedHat 7.3. I would be more than happy to write a FAQ for RedHat. I just need an understanding of how OpenTRS works. Here are the messages that I am getting. From: root(a)eve.revealingtruth.org (Cron Daemon) To: csadmin(a)revealingtruth.org Date: Sat, August 24, 2002 8:30 am Subject: Cron <otrs@eve> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null ---------------------------------------------------------------------------- ---- (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 93 during global destruction. From: root(a)eve.revealingtruth.org (Cron Daemon) To: csadmin(a)revealingtruth.org Date: Sat, August 24, 2002 8:00 am Subject: Cron <otrs@eve> /etc/rc.d/otrs cleanup >> /dev/null ------------------------------------------------------------------ --------------/bin/sh: /etc/rc.d/otrs: No such file or directory Sincerely,Adrian McCray

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Attaching mails.
by Markus Linden 28 Aug '02

28 Aug '02

Hi. Just a quick question. Is it possible to attach something to the outgoing mails from otrs? If yes, how? Thanx, for a great product. Markus Linden

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