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Nice Job! [and some questions]
by Drew Mooney 28 Jul '02

28 Jul '02

Hello to everyone on the OTRS team - and thank you all very much for developing an opensource package that worked practically right out of the box. I've been struggling with 'RT' [a 'competing' freeware ticket tracker] for several weeks - and can't get past what the RT authors describe as 'myriad dependancies'. CPAN would churn along, installing dozens of perl modules, and finally bomb out on one and fail to acheive 'make install'. To the 'RT' team's credit though, I was trying the build against a postgresql back-end, and they advise MySQL about as strongly as you guys do. I'm no DBA - but I expect our ticketing system to scale pretty rapidly once deployed, and heard that MySQL has some growing pains in large installations...so I opted for the postgresql learning curve out of the box. Probably not one of the smartest decisions I've made this year. Almost fed-up with failed RT installation attempts, I found OTRS on the SuSE-8.0 distribution and gave it a go. This time around I was prepared to RTFM - and did so [fortunately] - which saved me the headaches of installing the buggy release that shipped with SuSE. The downloaded release installed near-flawlessly - the mistakes were my own - I'm learning MySQL as I go. After perhaps 10 or 15 hours of work over the last 12 days, I've got a working OTRS deployed on our network and I and my colleagues are giving the system a test drive prior to a production build. So far the response and feedback from co-workers has been very positive. The test box is a pIII/366 laptop with 128M RAM and 14G hd. We're discussing hardware for the production box - obviously not going to be a laptop! We've a few idle Netra T1 machines on hand though... Q1. Anyone foresee any issues with deploying OTRS on a SuSE/Sparc box? Q2. Did 'GenerateTicketNumber' make it into BETA-6? It's sure not to be found in Config.pm. Review of the 'request' archive seems to indicate it's in a separate module somewhere? I'd like to use Date as part of the Ticket# rather than just an auto-incremented number appended to SystemID. I tried adding this to ~/Kernel/Config.pm: # TicketNumberGenerator $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Date'; and doing 'rcotrs restart' - but Ticket# format didn't change [it's still '1010xxx] Q3. Heirarchical queues [sub-queues] still on the to-do list for 1.0? Q4. Any idea if MySQL supports raw disk-space vice filesystem, and if so, how to configure a raw partition in Linux? [question from a colleague] I expect we'll be keeping the list busy in the days and weeks to come. Best regards, Drew M. Mooney

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No customer article found!!
by WebhostOne 25 Jul '02

25 Jul '02

Hello, When I open a queue is spent me following mistake: Error: No customer article found!! (TicketID=1) Comment: Please contact your admin Handle: /opt/OpenTRS/bin/cgi-bin/index.pl Modulefile: ../../Kernel/Modules/AgentQueueView.pm Module: Kernel::Modules::AgentQueueView (v 1.13) Subfunction: Kernel::Modules::AgentQueueView::ShowTicket Line: 289 Cron <otrs@www2> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null DBD::mysql::st execute failed: Unknown column 'st.ticket_answered' in 'field list' at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 172. [OpenTRS-UnlockTickets][Error][Kernel::System::DB::Prepare][Line:126] Unknown column 'st.ticket_answered' in 'field list', SQL: 'SELECT st.tn, slt.name, st.ticket_answered, st.id, st.timeout, sq.unlock_timeout FROM ticket as st, queue as sq, ticket_state tsd, ticket_lock_type slt WHERE st.ticket_state_id = tsd.id AND st.queue_id = sq.id AND st.ticket_lock_id = slt.id AND st.ticket_answered != 1 AND sq.unlock_timeout != 0 AND tsd.name IN ( 'open', 'new' ) AND slt.name NOT IN ( 'unlock', 'tmp_lock' ) ' DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 184. What can I do Thanks Andreas Weigert

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No Std. Response on creating a queue
by Atif Ghaffar 25 Jul '02

25 Jul '02

hi all, I am back playing with otrs again. Well this time I am actully using it for support to my clients. So since I am a user ( and a dummy one at that ), I'll bombard the community with some questions to which I could not find the answers. So here goes: 1) When creating a queue, there is no "empty answer" response set for the queue. Is this the desired behaviour? If yes is there a pref that can add default responses to newly created queues? thanks PS:: More questions on the way. -- Atif Ghaffar

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otrs rpm for RedHat ????
by Steglich Stefan 23 Jul '02

23 Jul '02

hello, I want to install OTRS on a RedHat System. Martin Edenhofer told me that many people run OTRS on RedHat, and he said, that someone made a rpm for redhat. Or maybe anybody has written a installation-howto or give hints for RedHat? Thanks a lot Stefan Steglich

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otrs can not find mysql-installation
by Ralph Müller 18 Jul '02

18 Jul '02

Hello, I am new to otrs and did a fresh installation on a suse 7.3 system. I did install mysql from a binary package and all the mysql-test are ok. If I start otrs with rcotrs start the following error occurs: Starting OpenTRS Checking Apache ... done. Checking MySQL ... failed. --> Please start the database at first! (rcmysql start) <-- MySql was started wiht 'rcmysql start' and is running well, but it seems otrs can not find it. What has to be done, that otrs finds the mysql installation? Thanks for your help! Ralph Mueller

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Dumb User Questions
by Gay Gilmore 13 Jul '02

13 Jul '02

I am using OpenTRS for all of our email customer support for our web site and it is awesome, thanks to all of the developers!!! However, I'm not really familiar with the whole Ticketing process...so I probably have the program set up incorrectly. I had some questions, wasn't sure if they were real design change requests, so I thought I would start here: 1. How are you supposed to handle Locked Tickets? Example, I get a question from a user about someone else's recipe, so I forward the question to the owner of the recipe. The ticket is locked and then I get a response from the owner and can now pass the answer back to the questioner. It is great that the ticket is locked (and out of the way) until I get a response. 2. But I don't understand why the New messages and Locked Tickets links are way off on the right, separate from the regular queues. 3. I don't understand why when I'm looking Locked Tickets, they don't show me the same list of queues at the top to further filter, e.g. I may have 10 Customer Support ?s locked, but I also might have some tickets from another queue locked and I want to just deal with items in a certain queue at once. 4. I don't understand why the Locked Tickets/New Messages view is so much different from the regular queue view. This summary view doesn't tell me anything about the tickets, so I must zoom each one to deal with it, while the queue view shows me the message so I can deal with it right there. 5. How are the Locked Tickets and New Messages views sorted and why? I guess I expected them to be sorted by the age of the tickets, oldest first, like the other queues. 6. Why is it that after zooming (and closing) a ticket from the New Messages or Locked Tickets views you are returned to the personal or other queue, instead of the New Messages or Locked view that you were in? 7. (Eventually I'm sure there will be rich reporting and stats added to OpenTRS; given that) I'm wondering how I should set up my queues. Example, we get several different categories of requests through our feedback(a)recipezaar.com address. They fall into several basic categories of problems, but it is a general address so I can't presort into queues using a different address. Thus, if I want to track how many questions we get about x v. y later, should I first send them to a different queue or will I be able to get numbers on how many people got a particular response? (The latter is easier for me, if that matters.) I'm sure, I'll have more questions later...Thanks again. Gay Gilmore Recipezaar: Where the Recipes Are http://www.recipezaar.com

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Auto-reponse when moving to a queue
by Eddie Urenda 11 Jul '02

11 Jul '02

Hello, I've been playing around with OTRS (using it niceley on Postgresql 7.2 :) and have still not managed to figure out if a feature is available or not (this is probably something very basic). Is there a way to define an auto-reponse to go out when a new incoming message gets put into a queue? In other words, let's say I have everything coming into the 'RAW' queue. Is there a way that I can define a 'klez' queue that will auto-reply to messages that are moved from the 'RAW' to the 'klez' queue automatically? I'd like to have somebody sort through our queue, and if they identify a message as a certain type, to put it into a queue that will send an auto-reponse automatically. Is this possible? -Eddie

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Installation Problems
by Norbert Munkel 10 Jul '02

10 Jul '02

Hi all, I installed the RPM on SuSE 7.3. Then I copied the included httpd.conf to /etc/httpd/httpd.conf as I don't need the webserver for something else. SuSEconfig, rcotrs restart-force blahblah... After running installer.pl and modifying Config.pm the system seemed to be running fine. The Problem is: I can't change the users preferences. I tried it with several accounts. Neither root nor any other user was able to change his settings (language, notification etc..) permanently. All settings were gone after logging out. Seems to be a problem with mysql. Any clue? This behaviour was reproducable on another 7.3 machine. Thanks for your time. cu, Norbert

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Error Message When Accessing The FAQ
by Len Burns 29 Jun '02

29 Jun '02

Good Day folks, I am playing with OTRS, by the way, under NetBSD-1.5.1 I386, and all seems well. The installation went very smoothly. I do have one odd thing, that I also noticed on the demo, when I try to access the FAQ after login, I see the following: Error: Action 'AgentFAQ' not found! Comment: Perhaps the admin forgot to load "Kernel::Modules::AgentFAQ"! Handle: /usr/pkg/lib/perl5/site_perl/5.6.1/i386-netbsd/Apache/Registry.pm Modulefile: /usr/local/OpenTRS/OpenTRS/bin/cgi-bin/index.pl Module: Apache::ROOT::otrs::index_2epl (v 1.30) Subfunction: Apache::ROOT::otrs::index_2epl::handler Line: 311 Did I miss something on the installation, forget to load something? Thanks for all your work on this, it looks outstanding. -Len

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using groups !
by Scott Brewerton 27 Jun '02

27 Jun '02

hi have just got otrs-0.5 beta 6 up and running, looks cool, but something I can't quite work out how do you add/remove users from groups ? the [ User <http://otrs/otrs/index.pl?SessionID=10df28c73d652dcf7b13d4bb461efbbe34& Action=AdminUserGroup> <-> Groups ] link lists the groups, but if you selectone, it just lists the members (so far every user I have added), you don't seem to be able to remove people or add others ! any suggestions ? thanks _Scott

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