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Re: [otrs] Stats
by Guy Baxter 26 Feb '10

26 Feb '10

Ok, so i did a little research and I require this GD module. I ran otrs.checkModules and this is the output: [root@otrs bin]# ./otrs.checkModules o CGI............................ok (v3.43) o Date::Pcalc....................ok (v1.2) o Date::Format...................Not installed! (Required - use "perl -MCPAN -e shell;" - ) o DBI............................ok (v1.609) o DBD::mysql.....................ok (v4.013) o Digest::MD5....................ok (v2.36_01) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.829) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07_01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................Not installed! (Required - use "perl -MCPAN -e shell;" - ) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............Not installed! (Optional - for POP3 SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......Not installed! (Optional - Required for SSL connections.) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............Not installed! (Optional - Required for SSL/SMTPS connections.) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o GD.............................Not installed! (Optional - for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.008) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o XML::Parser....................Not installed! (Optional - Required for faster xml handling.) [root@otrs bin]# ^C so i did yum install gd gd-devel STill getting the same output and graph errors.. so what do I need to do? Help much appreciated Regards, This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

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Re: [otrs] themes and freefields
by Martignier, Philippe 26 Feb '10

26 Feb '10

Hi there, The only piece of solution I got is that: http://doc.otrs.org/2.4/en/html/c2079.html but I don't know if we can hide some fields (here freefields) in a theme ... Anybody did it? or an OTRS people can confirm? Thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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odd "slurp_filename" error
by support＠sjobeck.com 26 Feb '10

26 Feb '10

Hey, Hi, Guys, Quick question, please, does any one know what/how/why/etc we are seeing these types of entries in the log on this OTRS server? What is unusual to me is that www.personaltelco.net is our city's free WiFi provider and their name is showing up here, so this makes me think that some where some one edited a ticket while on that network & it got "stuck" some where. We have seen this item in the log for a very long time, through a few upgrades even, reboots, etc, the works, wont seem to go away on its own. Everything seems to work fine so I'm not sure what it is about. Any & all advice is appreciated. -------- [root@www ~]# tail -f /var/log/httpd/ssl_error_log [Tue Feb 23 00:14:13 2010] [error] slurp_filename('/opt/otrs/bin/cgi-bin/29AAE9DF-2E91-4013-BD43-90C6B8025FE1(a)personaltelco.net') / opening: (2) No such file or directory at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/ModPerl/RegistryCooker.pm line 541 [Tue Feb 23 00:15:22 2010] [error] [client 10.1.1.83] File does not exist: /opt/otrs/var/httpd/htdocs/js/fckeditor-2.6.4.1/editor/29AAE9DF-2E91-4013-BD43-90C6B8025FE1(a)personaltelco.net -------- We totally dig OTRS! Thanks. Jason Sjobeck S.I.P. Asterisk Consultants To The Stars

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propagation of tickets to multiple queues
by Otrs Customer 26 Feb '10

26 Feb '10

Hi all, I'm trying to figure out the way how I can propagate tickets from one queue to another. Let me explain...in our company we have several different builds which are used by different customers... for example customer A has build 1.2, customer B has build 1.3 - which is an improved version of 1.2 Now the customers have different queues for submitting their tickets and when customer from build 1.2 submits a bug ticket then this ticket sometimes MUST be propagated to 1.3 because 1.3 sometimes contains the same bugs. So is there an easy way how to do this ticket propagation between the queues ? Or do I have to create a brand new ticket in the particular every time this happens ? THanks a lot Cheers johnny

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how to upgrade the OTRS 2.4.5 to 2.4.6
by ramana 26 Feb '10

26 Feb '10

Hi Every One, Can any one help mo how to upgrade the OTRS 2.4.5 to 2.4.6 version kindly provide me the procedure how upgrade. I am using Linux Fedora 11. Thanks & Regards, Ramana

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Re: [otrs] otrs2
by Michiel Beijen 25 Feb '10

25 Feb '10

Probably the easiest way to set the password is NOT via the database as the database stores the password in a hashed format; but to use the otrs.SetPassword script you'll find in otrs/bin. On 25 Feb 2010 18:26, "Leonardo Certuche" <leonardo.certuche(a)itcon-ltda.com> wrote: Of course you can! Run the following query, then try to connect using user root@localhost and password root UPDATE users SET pw='roK20XGbWEsSM' WHERE id=1 Leonardo Certuche On Thu, Feb 25, 2010 at 11:30 AM, Andrew Meyer <AMeyer(a)precisionpractice.com> wrote: > > I just t... --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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migrating OTRS
by Andrew Meyer 25 Feb '10

25 Feb '10

I have a custom install of OTRS 2.2.5 and I want migrate all the data to a new OTRS 2.2.7, what is the easiest way to go about this? Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

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JS fuction to validade if a FreeTExtField is numeric
by João Zorro 25 Feb '10

25 Feb '10

Hi all, The scenarios is this, I have a freeTextField which needs to be a number, can anyone help me to write a Javasscript function to do this? My problem is not how to write the function, it is how do I get the freetextfiel value. Thanks in advance, João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAB64A.F06841C0]

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themes and freefields
by Martignier, Philippe 25 Feb '10

25 Feb '10

Hi there, I use OTRS for different departements, each department have their own freefields, ... that situation is getting messy as every department can see all freefields. Do you think that I can create one theme per department and then remove the non used freefields (meaning the ones of other dpt) ? Thanks for the confirmation Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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TIP : Max File Upload Size
by Justin Noel 25 Feb '10

25 Feb '10

I was running into a problem where uploading attachments to a ticket failed. Instead of getting a warning after waiting for the upload, the page would just refresh and the attachment would not be there. I thought updating the WebMaxFileUpload setting in Config Options: Framework -> Core::Web would solve the problem. It did not. I finally found this warning in the Apache error log file : ERROR: OTRS-CGI-99 Perl: 5.8.8 OS: linux Time: Tue Feb 23 13:46:31 2010 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)' The final fix is that the max_allowed_packet in your MySQL my.cnf file must ALSO be set to whatever you want the max upload size to be. Here is my sample : max_allowed_packet = 16M Hopefully this tip will help someone else. I found several people asking this question with responses like "This has been answered many times before...." . Well, I never found an answer. Justin Noel http://www.calendee.com

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