- otrs - OTRS mailing lists

Disable "Ticket Lock"
by Muhammad El-Sergani 15 Apr '11

15 Apr '11

Hi all, Is there anyway to disable ticket locking in anyway? In other words, just disable the feature. Thanks and Best Regards, Muhammad El-Sergani.

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Software error
by Xiaoxing Meng 15 Apr '11

15 Apr '11

Hi, In fact, I have changed the right of access by using "chmod" for each file, but at the end of configuration, I got the "Software error". Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!! I tryed to reconfigure the file otrs.SetPermissions.pl and run it. I got this as resultat Bash:~#perl otrs.SetPermissions.pl bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Usage: otrs.SetPermissions.pl [--otrs-user=<otrs>] [--web-user=<otrs /opt/otrs>] [--otrs-group=<OTRS_GROUP>] [--web-group=<WEB_GROUP>] [--admin-user=<ADMIN_USER>] [--admin-group=<ADMIN_GROUP>] [--admin-group-writable] [--secure] [--not-root] <OTRS_HOME> Try: otrs.SetPermissions.pl /opt/otrs Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ ERROR: --otrs-user=<OTRS_USER> I wonder which name of user that I need to give as the value of "--otrs-user". Maybe, it happed because that I copyed the file "otrs.SetPermissions.pl" from the original installing file "otrs-3.0.6" when I have gotten this kind of problem the last time? Thanks a lot for your help! Best regards! Xiaoxing Meng -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: vendredi 15 avril 2011 15:35 To: User questions and discussions about OTRS. Subject: Re: [otrs] Oups! Une erreur est survenue. For install Otrs Bonjour! you don't really specify what OS you run on but this can happen if the OTRS user is not a member of the web server group or if your permissions are not set correctly. Please try running /opt/otrs/bin/otrs.SetPermissions.pl -- Mike On Fri, Apr 15, 2011 at 1:28 PM, Xiaoxing Meng <xiaoxing.meng(a)ericsson.com> wrote: > I have a probleme that I can't find a soulution. Hoping someone can help me. > > Best regards! > > > Oups! Une erreur est survenue. > Message d'Erreur: Can't create directory > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..] > > Détails de l'erreur: > \l "" > Détails de l'erreur > Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 > 13:17:53 > 2011 > > Message: Can't create directory > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': > Permission denied > > Traceback (8871): > Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127 > Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37) > Line: 600 > Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls > (v1.37) Line: 177 > Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325 > Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line: > 1102 > Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 > Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45 > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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ERROR: Need write permission in OTRS home
by Xiaoxing Meng 15 Apr '11

15 Apr '11

Hi, In fact, I have changed the right of access by using "chmod" for each file, but at the end of configuration, I got the "Software error". Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!! I tryed to reconfigure the file otrs.SetPermissions.pl and run it. I got this as resultat Bash:~#perl otrs.SetPermissions.pl bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ Usage: otrs.SetPermissions.pl [--otrs-user=<otrs>] [--web-user=<otrs /opt/otrs>] [--otrs-group=<OTRS_GROUP>] [--web-group=<WEB_GROUP>] [--admin-user=<ADMIN_USER>] [--admin-group=<ADMIN_GROUP>] [--admin-group-writable] [--secure] [--not-root] <OTRS_HOME> Try: otrs.SetPermissions.pl /opt/otrs Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ ERROR: --otrs-user=<OTRS_USER> I wonder which name of user that I need to give as the value of "--otrs-user". Maybe, it happed because that I copyed the file "otrs.SetPermissions.pl" from the original installing file "otrs-3.0.6" when I have gotten this kind of problem the last time? OS: Linux version 2.6.26-1-686 (Debian 2.6.26-13) (waldi(a)debian.org) (gcc version 4.1.3 20080704 (prerelease) (Debian 4.1.2-24)) #1 SMP Sat Jan 10 18:29:31 UTC 2009 Apache/2.2.9 mysqladmin Ver 8.41 Distrib 5.0.51a, for debian-linux-gnu on i486 Copyright (C) 2000-2006 MySQL AB This software comes with ABSOLUTELY NO WARRANTY. This is free software, and you are welcome to modify and redistribute it under the GPL license Server version 5.0.51a-24 Protocol version 10 Connection Localhost via UNIX socket UNIX socket /var/run/mysqld/mysqld.sock Uptime: 33 days 20 hours 39 sec Thanks a lot for your help! Best regards! Xiaoxing Meng

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Oups! Une erreur est survenue. For install Otrs
by Xiaoxing Meng 15 Apr '11

15 Apr '11

I have a probleme that I can't find a soulution. Hoping someone can help me. Best regards! Oups! Une erreur est survenue. Message d'Erreur: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..] Détails de l'erreur: \l "" Détails de l'erreur Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 13:17:53 2011 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied Traceback (8871): Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37) Line: 600 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.37) Line: 177 Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line: 1102 Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45

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OTRS 2.4.7 to 2.4.9?
by S B 15 Apr '11

15 Apr '11

I installed OTRS via terminal in Ubuntu 10.04. I used the "apt-get install otrs2" and worked as planned. But how can I upgrade to 2.4.9. This is running in a test environment and there has been no changes or add-ons to the environment. A simple "todo" would be greatly appreciated. Or is there a different method using the apt-get to install 2.4.9 instead of 2.4.7.

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Regular expressions in Postmaster filter
by Gergely Polonkai 15 Apr '11

15 Apr '11

Hello list, is there a way to use multiple regex groups in the Email header set section? E.g. I want to create a filter like this: Subject: Host ([^ ]+) is in error state Body: Service ([^ ]+) is not available since ([0-9:.-]+) And set headers like this: TicketValue1: <hostname from the subject filter> TicketValue2: <service name from the body filter> TicketValue3: <down time from the body filter> is it possible somehow? Thanks in advance! Best, Gergely -- "You need to believe in things that aren't true. How else can they become?" - Terry Pratchett

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Another round of Survey Module - Not Sending Survey
by Walter Moore 14 Apr '11

14 Apr '11

Forgive me for visiting a topic I've seen a fair amount of traffic on but! I've read through the wiki and various threads on this mailing list and I am still stuck. I have installed the Survey Module on a OTRS 3 system using the package manager, and gone through the setup discussed in the wiki. Everything appears perfectly in order except that a survey never gets sent out. How can I trace/debug this? What might be going on? OTRS 3.0.6 Survey 2.0.1 Survey::SendPeriod 0 Ticket::EventModulePost###99-SurveySendRequest Event (TicketStateUpdate|StateSet) Module Kernel::System::Ticket::Event::SurveySendRequest Thanks for any suggestions. -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

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gd graph unicode
by Marius Vaitiekunas 14 Apr '11

14 Apr '11

Hello, Our otrs-3.0.6 stat gd graphs does not show unicode simbols (lithuanian) correctly. Print format works as expected - everything is fine. I have tried to search google and found old bug: http://lists.otrs.org/pipermail/otrs/2006-January/010001.html But this bug is fixed already. Any suggestions, how to fix unicode in gd graphs? Thank You. -- mv

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Any other way to notify Agents of a ticket re-opened?
by Muhammad El-Sergani 14 Apr '11

14 Apr '11

Hi all, Is there any other way to notify Agents that a ticket has been re-opened after being closed, other than creating an Event, and enabling in the Ticket settings re-opening old tickets when replied to after being closed? Thanks and Best Regards, Muhammad El-Sergani.

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How to enable "Ticket Type" feature
by Muhammad El-Sergani 13 Apr '11

13 Apr '11

Hi all, >From where can I enable the Ticket Type feature, and what use would I gain from that? Thanks and Best Regards, Muhammad El-Sergani.

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