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Can't locate DBI.pl
by Xiaoxing Meng 27 May '11

27 May '11

Hello, In fact, I copied the file DBI.pm at the directory where otrs try to find the file instead of making a link between the two file. But I got another error Software error: Can't locate loadable object for module DBI in @INC (@INC contains: /opt/otrs/bin/cgi-bin /opt/otrs/bin/Custom /opt/otrs/bin/Kernel/cpan-lib /opt/otrs/bin /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/perl/lib/5.10.0/i686-linux /usr/local/perl/lib/5.10.0 /usr/local/perl/lib/site_perl/5.10.0/i686-linux /usr/local/perl/lib/site_perl/5.10.0 .) at /opt/otrs/bin/cgi-bin/DBI.pm line 263 BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/DBI.pm line 263. Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 21. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 21. Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfacePublic.pm line 27. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfacePublic.pm line 27. Compilation failed in require at /opt/otrs/bin/cgi-bin/public.pl line 39. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/public.pl line 39. For help, please send mail to the webmaster (webmaster@localhost<mailto:webmaster@localhost>), giving this error message and the time and date of the error. Doing a copy of file like that is not allowed? Best regards, Xiaoxing

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Ticket - field Time units (work units)
by sergio＠scs.eti.br 27 May '11

27 May '11

Hi Mike, thank you for your answer. But, I could not find Ticket:: Frontend:: TimeUnits, is it in the group ticket? Sergio Message: 1 Date: Tue, 10 May 2011 22:02:56 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] Ticket - field Time units (work units) To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <BANLkTikEvMHeea86Tr1Xu0DNNim6dOEk+Q(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi S?rgio, You can actually use what fits best for your organization. Some use hours, other use seconds, most use minutes. You can set the text for the (work units) field in Admin > Sysconfig, under Ticket::Frontend::TimeUnits. -- Mike

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Notify sender when empty subject received
by GARDAIS Ionel 27 May '11

27 May '11

Hi list, I'd like to notify and drop any new mail received from a client when there is no subject in his mail. What kind of configuration should I use ? I was thinking of a combination of : - a postmaster filter forcing a special queue 'rejected-queue' - an auto-response for this queue saying that there must be a subject on their mails. But I'm not sure it this will do the trick. Any clues ? Thanks, Ionel

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Setting pending states via generic agent does not set pending time
by Lars Jørgensen 27 May '11

27 May '11

Hi, When we move tickets into a specific queue, we want them to be autoclosed after seven days and the customer notified. I can accomplish most of this with a generic agent and an event based notification. Only thing missing is the pending time. If I manually set a ticket to "autoclose+" I can see that OTRS sets a "SetPendingTime" in the ticket history, and in the TicketZoom I can see when the ticket will autoclose. If I set a ticket to "autoclose+" by a generic agent, there is no pending time set on the ticket. Is there a way to accomplish this? Lars

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Customer Phone
by Dave Wojciechowski 26 May '11

26 May '11

I'm looking at the sys config trying to find all the placed to make modifications to to make reference to customer phone (a customer calling in) to state something other than a customer calling in. IE we use customer phone for tickets we open internally (manually) for a customer, really trying to get the wording that they called in removed. Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

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Can't locate DBI.pm in @INC
by Xiaoxing Meng 25 May '11

25 May '11

Hello, After I lanched the installing page of OTRS, I got this error. I checked that I have well installed DBI and other pakages. I can't figure out this problem. Any help will be appreciated. Best regards, Xiaoxing Software error: Can't locate DBI.pm in @INC (@INC contains: /opt/otrs/bin/Custom /opt/otrs/bin/Kernel/cpan-lib /opt/otrs/bin /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/perl/lib/5.10.0/i686-linux /usr/local/perl/lib/5.10.0 /usr/local/perl/lib/site_perl/5.10.0/i686-linux /usr/local/perl/lib/site_perl/5.10.0 .) at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 17. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 17. Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceInstaller.pm line 27. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceInstaller.pm line 27. Compilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 39. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 39. For help, please send mail to the webmaster (webmaster@localhost<mailto:webmaster@localhost>), giving this error message and the time and date of the error.

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"Email sent on behalf of"
by Muhammad El-Sergani 25 May '11

25 May '11

Hello all, Is it possible to make OTRS place in the FROM header "<AGENT_NAME> on behalf of ABC Company"? And make that <AGENT_NAME> be the actual sending agent? Thanks and Best Regards, Muhammad El-Sergani.

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apt-get dist-upgrade lenny squeeze
by thierry bouillon 25 May '11

25 May '11

Hello when i use dist-upgrade in order to pass lenny - > squeeze otrs 2.2.7 -> 2.4.9 can't do correctly. I a problem with the table ticket when i restore this table, the ticket isn't present regards

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Old accounts - customer users and users
by LQ Marshall 23 May '11

23 May '11

I understand that you can invalidate old accounts as deleting them creates a number of issues. However as the number grows there become a practical limit to having a gross of invalid accounts (Doesn't it?) What problems could be expected should I edit and existing account for a new user? As I understand the design the existing account details will remain as the account details are stored in the article/job/ticket tables? Will this allow the new user to "see" old unassociated tickets? Appreciate your thoughts and comments. L.Q. Marshall

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Ticket state: "testing", state type: "open"
by Marius Vaitiekunas 23 May '11

23 May '11

Hello, I have created the following ticket state via State management in Admin: Name: testing State type: open When I set a ticket state to "testing" it is not shown together with open tickets, but with closed tickets instead in both customer and agent interfaces. What am I doing wrong? Could it be some bug? Thank Tou for help. -- mv

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