- otrs - OTRS mailing lists

ITSM Change Management
by Straccialano, Rosanna 23 Nov '10

23 Nov '10

Hi All, I'm having trouble understanding why you would need to create a Condition just to change the status of an ITSM Change. Can somebody please explain this to me or give me some examples, I can't seem to get this working. Thank you, Rosanna

2 1

Reg: OTRS 3.01 not working properly in internet explorer 8
by ravi shanker 22 Nov '10

22 Nov '10

Hi i tried opening otrs 3.0 ver in ie8..it is giving javascript error.. would like to know what are browsers and which versions of these are supported. Ravi Shankar

3 2

MenuModule - multiple actions
by Kristofer Pettijohn 22 Nov '10

22 Nov '10

Hello, I would like to provide multiple actions to a MenuModule/PreMenuModule. I would like the "Spam" one to move it to the "Junk" queue and close the ticket. The current action only moves it to the new queue. What can I add to the arguments to add an additional action to make it also close the ticket? $Self->{'Ticket::Frontend::PreMenuModule'}->{'460-Spam'} = { 'Action' => 'AgentTicketMove', 'Description' => 'Mark as Spam!', 'Link' => 'Action=AgentTicketMove&TicketID=$Data{"TicketID"}&DestQueue=Junk', 'Module' => 'Kernel::Output::HTML::TicketMenuGeneric', 'Name' => 'Spam' }; Thanks.

1 0

Malformed UTF-8 charact
by Ekram 22 Nov '10

22 Nov '10

I just upgrade to otrs 3.0.2. It looks great. but when i click to ticket>queue then the page get hanged nothing dispalyed. i got the following error: index.pl: Malformed UTF-8 character (fatal) at /opt/otrs-3.0.2/bin/cgi-bin/../../Kernel/cpan-lib/Mail/Address.pm line 69 Thanks all otrs team for contributing for new version. -Ekam

1 0

Standard theme busted after upgrade from 2.3.3 to 2.4.9
by Wes 22 Nov '10

22 Nov '10

Tonight I'm testing what it will take to upgrade our 2.3.3 OTRS to 2.4.9 (not quite ready for 3.0.2). I ran the RPM upgrade, then I did the database update part 1, migrate then update part 2, then rebooted. Then I edited the /etc/apache2/conf.d/otrs.conf file to include the same FollowSymLinks directives that were in my 2.3.3 file. Now I can access OTRS via http://locahost/otrs/index.pl but if I go to http://localhost/otrs/public.pl to test the public FAQ I get Software error: Got no EncodeObject! At /opt/otrs//Kernel/System/User.pm line 94 The apache2 error_log says the same thing. So I upgraded the FAQ module to 1.6.5, and now I can get to the Public FAQ! BUT, after doing this my Standard theme goes busted, I'm guessing I'd made some changes to my theme in the past and those changes are incompatible. Here's a screenshot... http://www.automaticduck.com/screenshots/OTRS249ThemeBusted.jpg Can I replace a theme file with the default? If so where could I get that file? Something else? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

2 1

Re: [otrs] Anyone with experience installing 3.0.2 on Ubuntu?
by Michiel Beijen 21 Nov '10

21 Nov '10

You're restarting apache as non-root, and then your webserver can't open port 80 to listen on, because only root is allowed to do that. A 'sudo service apache2 restart' would have done the trick. On 20 Nov 2010 02:36, "Wes" <wes(a)automaticduck.com> wrote: I seem to have the best luck with Ubuntu, probably because I'm a Mac guy. I was trying to get OpenSUSE up and running today but it kept losing my mouse. So I'm trying to install OTRS via these instructions... <http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_(10. 4)> ...and when I went to the step of restarting the apache webserver (just before the "Web installer" section) it failed. http://www.automaticduck.com/screenshots/otrsapacherestartfail.jpg Not sure what to do next. :-) Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com --------------------------------------------------------------------- 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

1 0

OTRS 3.0 installed in a virtual machine, ready to go?
by Wes 20 Nov '10

20 Nov '10

I was thinking it would sure be handy if I could just download a vmware virtual machine with OTRS 3.0 installed and ready to customize. Wouldn't that be a fantastic way to get people to use it? Does this already exist? We're currently using 2.3.3 and I'd like to start evaluating 3.0. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

7 18

Anyone with experience installing 3.0.2 on Ubuntu?
by Wes 20 Nov '10

20 Nov '10

I seem to have the best luck with Ubuntu, probably because I'm a Mac guy. I was trying to get OpenSUSE up and running today but it kept losing my mouse. So I'm trying to install OTRS via these instructions... <http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_(10. 4)> ...and when I went to the step of restarting the apache webserver (just before the "Web installer" section) it failed. http://www.automaticduck.com/screenshots/otrsapacherestartfail.jpg Not sure what to do next. :-) Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

Errors when installling ITSMChangeManagement-2.1.1
by Marius Vaitiekunas 19 Nov '10

19 Nov '10

Hello, I am getting next error messages when i try to install ITSMChangeManagement-2.1.1. GeneralCatalog 2.1.1 and ITSMCore 2.1.1 are already installed. I use otrs 2.4.9 with mod_perl and apache on gentoo linux. Database is mysql. Any help? Thank You. Wed Nov 17 09:45:31 2010 error OTRS-CGI-10 Code: Can't locate object method "EventHandlerInit" via package "Kernel::System::ITSMChange" at /opt/otrs//Kernel/System/ITSMChange.pm line 142. Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'RfC' for key 'ticket_type_name', SQL: 'INSERT INTO ticket_type (name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-pir' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-decision' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-backout' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-workorder' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::Type-approval' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-canceled' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-closed' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-in progress' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-ready' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-accepted' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::WorkOrder::State-created' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-retracted' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-canceled' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-failed' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-successful' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-pending pir' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-in progress' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-approved' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-rejected' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-pending approval' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Change::State-requested' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-5 very high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-4 high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-3 normal' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-2 low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:26 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Priority-1 very low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-5 very high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-4 high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-3 normal' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-2 low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Impact-1 very low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-5 very high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-4 high' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-3 normal' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-2 low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:25 2010 error OTRS-CGI-10 Duplicate entry 'ITSM::ChangeManagement::Category-1 very low' for key 'general_catalog_U_801', SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) Wed Nov 17 09:45:20 2010 notice OTRS-CGI-10 No such package ITSMChangeManagement-2.1.1! -- mv

3 5

Upgrade OTRS 2.4 Windows to OTRS 3.0.1 Windows
by Mervin Padayachee 19 Nov '10

19 Nov '10

Hello, Is it possible to do a seamless upgrade from 2.4 to 3.0 on a Windows installation? I have searched the website and cannot find a writeup.

1 0