- otrs - OTRS mailing lists

Is it possible to show customers some particular queues not all queues
by shrikant k 25 Nov '10

25 Nov '10

hello all, I have instaled otrs and working fine now i felt the need of customers of same company to use only particular queues not all queues is it possible for them to see only some queues insead of all

3 4

Reopened tickets
by Ionel GARDAIS 25 Nov '10

25 Nov '10

Hi, How to get stats about tickets that are or have been reopened ? My boss would like to get the history of reopened tickets. (Reopened as in "Closed successfully then opened again") Thanks, Ionel -- Ionel GARDAIS IT Team manager

2 2

After 2.49 upgrade error replying to customer
by Wes Plate 25 Nov '10

25 Nov '10

I replied to a ticked then checked the System Log to make sure the message was sent and I saw this in the log... Wed Nov 24 16:42:21 2010 notice OTRS-CGI-1 Sent email to 'CUSTOMER NAME <CUSTOMER(a)EMAIL.com>' from 'Automatic Duck Support <ad-support-mc(a)automaticduck.com>'. HistoryType => SendAnswer, Subject => Re: [TKT#18008] Copying .wav files from Unity for sound editor update; Wed Nov 24 16:08:40 2010 notice OTRS-CGI-1 User: wplate authentication ok (REMOTE_ADDR: X.X.X.X). Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Can't process mail, see log sub system! at /opt/otrs/bin/PostMaster.pl line 117. Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Can't process email with MessageID <<20101020173048.22720.qmail(a)norma.cybrhost.com>>! Please create a bug report with this email (From: CUSTOMER(a)EMAIL.com, Located under var/spool/problem-email*) on http://bugs.otrs.org/! Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Can't get ArticleID from INSERT! Wed Nov 24 16:07:05 2010 error OTRS-PM-1 Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '=', SQL: 'SELECT id FROM article WHERE ticket_id = ? AND a_message_id = ? AND a_from = ? AND a_subject = ? AND incoming_time = ?' Wed Nov 24 16:07:05 2010 notice OTRS-PM-1 New Ticket [18130/Can?t copy .wav] created (TicketID=8252,Queue=AutoDuck Support,Priority=3 normal,State=new) What is the problem and how can I fix? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 1

X-OTRS-Children-In-Queues in PostmasterFilter not creating parent-child tickets
by Roland Wolters 24 Nov '10

24 Nov '10

Hej list, I want to auto-sort a given incoming mail (identified by a subject string) as a parent into one queue with several child tickets in other queues. I thought this should be possible by adding a PostMaster Filter matching the given subject and adding the X-OTRS-header "X-OTRS-Children-In-Queues" containing a comma separated list of the queues I want to create children in: "foo::bar,foo::zeta,alpha::beta". However, this does not seem to have any effect - the ticket is created in the RAW queue. If I add X-OTRS-Queue with "foo::something", a ticket is created in foo::something, and another one in the first queue mentioned in "X-OTRS- Children-In-Queues" - but they are not linked what so ever. So I do wonder: what is the right way to fill in X-OTRS-Children-In-Queues to create a bunch of inter-linked parent and child tickets? DestQueue.pm looks to me like the way would be to insert "foo::bar,foo::zeta,::alpha::beta", just like I tried... Regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz

4 4

2.4.7-3.0.2 Error running pqsql update and migration scripts
by Mikola Rose 24 Nov '10

24 Nov '10

Hi there, I am tryign to upgrade OTRS to 3.0.2 and am running DBUpdate-to-3.0.postrgres.sql with out issue. When I go to run step 10 in the document, DBUpdate-to-3.0.pl<http://DBUpdate-to-3.0.pl> I get the following error: Can't locate object method "ConfigChecksum" via package "Kernel::Config" at /opt/otrs-3.0.2/Kernel/System/SysConfig.pm line 1552. Any idea? I read some forums posts already and have confirmed that the setPermision script correctly set the web user and group to www I also restored my files as per the UPGRADING doc before I ran the update scripts. Mik

2 4

time-related fields
by Jober Mijares 24 Nov '10

24 Nov '10

Hi!!! Where can I enable the fields in the administrator of the system? escalation_response_time escalation_update_time escalation_solution_time escalation_time I make this question because i used the system from de Sept 15th, and when i gender the Statistics, the system don't shows me no data related to the time. Thanks, i really appreciate this help

1 0

Upgrading 2.3.3 to 2.4.9 Migrate DB as otrs user wasn't working
by Wes Plate 24 Nov '10

24 Nov '10

The last few nights I've been practicing upgrading from OTRS 2.3.3 to 2.4.9, and I had been getting stuck at the same place each time. I typed this up as I worked out to a solution, so maybe this post will help someone in the future. I am trying to run the "migration script", the instructions say to run the script "as OTRS user". http://doc.otrs.org/2.4/en/html/x834.html Based on Robert Kehl's helpful post from long ago... http://www.mail-archive.com/otrs@otrs.org/msg04238.html ...I used su - otrs and successfully became otrs but when I run the script I get the following error... SuSEOTRS:/home/wes # su - otrs otrs@SuSEOTRS:~> whoami otrs otrs@SuSEOTRS:~> /opt/otrs/scripts/DBUpdate-to-2.4.pl Start migration of the system... ERROR: OTRS-DBUpdate-to-2.4-1 Perl: 5.10.0 OS: linux Time: Tue Nov 23 21:53:41 2010 Message: Can't remove shm for log: Operation not permitted Traceback (4730): Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 Module: Kernel::System::Log::new (v1.62) Line: 105 Module: /opt/otrs/scripts/DBUpdate-to-2.4.pl (v1.8.2.1) Line: 63 Bad address at /opt/otrs/Kernel/System/Log.pm line 230. otrs@SuSEOTRS:~> Finally I read this post... http://lists.otrs.org/pipermail/otrs/2009-April/026353.html ...maybe not for the first time, but I finally realized I should have apache2 stopped. I turned off apache and then this command finally worked... otrs@SuSEOTRS:~> /opt/otrs/scripts/DBUpdate-to-2.4.pl Start migration of the system... NOTICE: Rebuild config... done. NOTICE: Clean up old cache files... done. NOTICE: Migrate queue based customer notifications... done. Migration of the system completed! otrs@SuSEOTRS:~> -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

Re: [otrs] The browser you are using is too old. OTRS runs with a huge
by Erik van Ast 24 Nov '10

24 Nov '10

Hi Michiel, Thank you for your reply! Below I have copied our Apache error log if the last couple of minutes. The errors were generated because I pressed F5 in my browser with the login screen displayed. Seems like some permissions have not been set up correctly. With which script can I set those settings right? And with what other script can I recreate the files and folders in /opt/otrs/var/httpd? ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.35) Line: 595 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.35) Line: 111 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 943 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.35) Line: 595 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.35) Line: 144 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 943 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.35) Line: 595 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.35) Line: 177 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 943 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/js/js-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleJSList (v1.35) Line: 637 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentJSCalls (v1.35) Line: 282 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 944 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-50 Perl: 5.10.0 OS: linux Time: Tue Nov 23 15:49:18 2010 Message: Can't create directory '/opt/otrs/var/httpd/htdocs/js/js-cache/': Permission denied Traceback (25179): Module: Kernel::System::Loader::MinifyFiles (v1.16) Line: 127 Module: Kernel::Output::HTML::LayoutLoader::_HandleJSList (v1.35) Line: 637 Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentJSCalls (v1.35) Line: 300 Module: Kernel::Output::HTML::Layout::Login (v1.334) Line: 944 Module: Kernel::System::Web::InterfaceAgent::Run (v1.57) Line: 603 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Tue Nov 23 15:49:18 2010] [error] [client 192.168.1.125] File does not exist: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache, referer: http://opensuseotrs.suzo.int/otrs/index.pl? [Tue Nov 23 15:49:18 2010] [error] [client 192.168.1.125] File does not exist: /opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache, referer: http://opensuseotrs.suzo.int/otrs/index.pl? [Tue Nov 23 15:49:18 2010] [error] [client 192.168.1.125] File does not exist: /opt/otrs/var/httpd/htdocs/js/js-cache, referer: http://opensuseotrs.suzo.int/otrs/index.pl? Message: 6 Date: Tue, 23 Nov 2010 15:32:43 +0100 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] The browser you are using is too old. OTRS runs with a huge lists of To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTinYGHWo5Oz3z3vvVk0tT+nO4UfL5F87FQJFKYnE(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi Erik, it could be that the javascript/css loader mechanism fails on you. Please run bin/otrs.RebuildConfig.pl and carefully check error messages in your Apache error log, if any. -- Mike Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

4 3

Restoring 2.4.7 backup into 3.0.2? Restore 2.4.7 linux into 2.4.7 Windows?
by Erik van Ast 23 Nov '10

23 Nov '10

Hi all, We are still not able to get our OTRS up and running again. We had version 2.4.7 working but after an upgrade to 3.0.2 nothing is working again. I am trying multiple things to get it running again, but I am almost out of options now. One thing I still want to try is install 3.0.2 with a clean install on a clean system (Ubuntu, OpenSuSe, etc) and after that import the backup of the 2.4.7. Is that somehow possible? Or can you only import the backup of 2.4.7 on a 2.4.7 install? If that's the case, is it worth a try to install 2.4.7 again on a clean machine and upgrade it to 3.0.2? Last question for now is if it's possible to import the 2.4.7 backup created on a OpenSuse 11.2 system into a 2.4.7 system installed on a Windows platform? We don't have much knowledge on Linux so when we can use OTRS on Windows, it would be great. Can anyone help us? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

2 1

The browser you are using is too old. OTRS runs with a huge lists of
by Erik van Ast 23 Nov '10

23 Nov '10

Hi all, Finally we have come somewhere with the upgrade from 2.4.7 to 3.0.2. I did all the steps described in the Manual and after some errors, I now get a login screen for OTRS, but it tells me : The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these" and I can't type anything in. Does someone have experience with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

2 1