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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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Attachment in Mozilla
by Christoph Kaulich 27 Jun '02

27 Jun '02

Hello, when I am try to save attachments from my mails out of otrs, the files are one sign longer, and in hexedit I can see that a 0A is appended to the files. This prevends e.g gunzip to open these files. As browser I am using mozilla 1.0.0 on a SuSE machine. Maybe someone can fix this bug? Thanks Christoph

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