- otrs - OTRS mailing lists

Feature request: Time units
by Ralph Müller 25 Feb '03

25 Feb '03

Hello, first of all, thanks for your great work! From version to version it gets more and more exciting! One thing I am missing at the moment is an automated recording of the spended time per ticket. We have to report the time spended per ticket, well and I am a little bit forgetful, so sometimes I leave the field empty :-(. Would it be possible to track the time from zooming in a ticket until sending a mail or editing a phone call respectively? If the field for Time units is empty while sending the mail, a popup should appear which reminds one to enter the time spended. Absolutely superb it would be, if the field would be already filled with the time spended since zooming in. After sending the mail the view should switch back to ticket or queue view, respectively. Also I would like to add two states for tickets: feedback and pending feedback. In the ticket view the state feedback should be appear beside new, pending, reminder .... . All tickets with the state 'pending feedback' should be included in 'Pending' and if the pending time is reached they should switch to 'feedback'. Is this just an configuration task or have more to be done? Thanks again Bye Ralph

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Rewrote backup.sh
by Wiktor Wodecki 25 Feb '03

25 Feb '03

Hi there, I updated scripts/backup.sh to support deletion of old (one month) backups. ./backup.sh gives you instructions. Note: This change doesn't affect the stable 1.0 tree -- Regards, Wiktor Wodecki

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Spell checker
by Moshe Leibovitch (SoftLink) 25 Feb '03

25 Feb '03

Hi, I tried it with both ispell and aspell, and they both seems to cause the same behavior: The spell checker window open, shows the message and reports that there are 0 errors. I even replaced the aspell image with a script, and the script doesn't seem to execute at all. I am working on adding "forced" spell checking to OTRS (very simple, actually - I just added a flag "was_spell_checked" to the document, and checked it before the submit), but I reversed all my changes. Regards, Moshe

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Unlock Question
by Christoph Kaulich 25 Feb '03

25 Feb '03

Hello, I have a queue where unlock time is set 1, I understand this means that holding time is one minute, and thne that message is unlocked. But this works only with the cronjob changed from 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null to 35 * * * * $HOME/bin/UnlockTickets.pl --all >> /dev/null Queues with unlock time set to 0, are not affected and the tickets are not unlocked, even with the all option. Is that the planned behaviour? Thanks Christoph

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aspell configuration
by Diane Shieh 25 Feb '03

25 Feb '03

Hello OTRS-gods =), We have changed the spell check configuration to aspell: $Self->{SpellChecker} = 'aspell'; Unfortunately, it did not work. ispell works fine. Is there something else we need to do to use aspell? =Diane

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Email Configuration on Win2k
by Charles R. "Rusty" Thompson 25 Feb '03

25 Feb '03

I've gotten everything on OTRS working for Win2k except sending mail. I have a situation that I can't seem to resolve. The SMTP server (postcast server www.postcastserver.com) exists on the same machine and I cannot figure out the right settings to get mail into it from OTRS. Using standard email clients from other machines on the network I can send mail through OTRSSERVER (the machine name for smtp) but when I use that value (OTRSSERVER) in the exim conf and Config.pm nothing happens. No errors appear to be generated to help me debug the situation. I have a feeling that some settings in exim are preventing me from sending mail to a server that exists on the same machine as OTRS and perhaps it's looking to 'go outside' to send the mail. I should point out that since I'm behind a router I don't think a FQDN will work. So ... can I use internal network server names instead and still get this going? Anybody got some tips or info I may have missed? Charles

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Spam/Bounce-Mail
by Joerg Frings-Fuerst 24 Feb '03

24 Feb '03

Hallo, first I say sorry for your trouble with my bounce-mails. This weekend I setup my new Mail-Backupserver. After this work I test a new version of my Spamcheck-script. In this script I call "rblcheck". My mistake was the test via list.dsbl.org. The big prob by my was that the powerline from my Primaryserver going offline. So the Backup-Server works with the bad script. Sorry Joerg -- Jörg Frings-Fürst 54526 Landscheid http://www.fixundfoxi.dyndns.info -- Registered Linux User # 280687 ICQ 170365098 GPG Key ID : 9E5F BE06 E208 BAA3

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Spell checker does not work
by Moshe Leibovitch (SoftLink) 24 Feb '03

24 Feb '03

Hi, For some reason the spell checker does not find any errors on my answer in the AgentCompose. I am using the 1.01 release. Any ideas how to check what went wrong? Thanks, Moshe

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Re: Cronjobs
by Dair Grant 22 Feb '03

22 Feb '03

Hans Scheffers wrote: >Sorry for the late reply, but the program in question is otrs.cleanup ... > > There is one cronjob, giving me the following output: > > /bin/sh: CHANGES: command not found > > > > this looks like something is trying to run everything in /opt/OpenTRS We've experienced this problem as well, and I suspect the problem is a typo in one of the cron scripts. If you look at var/cron/postmaster.dist from the 1.0.1 (2003-02-14) release, it contains: #10 0 * * * * test -e [snip] If your postmaster script was set up by copying and pasting this line, you might have perpetuated the typo (as we did). There should be five fields before the command, but this has six - so the time is set with "10 0 * * *" and the command is set as "* test -e". When the cron job fires it tries to execute the contents of the OTRS home directory, which is what produces the reference to CHANGES (the first file in the directory). -dair __________________________________________________ mailto:dair@zonic.co.uk http://www.zonic.co.uk/

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Problem w/ procmail and sendmail
by Covert, Jake 21 Feb '03

21 Feb '03

I'm have a little difficulty configuring sendmail and procmail to deliver email into otrs. I have a different machine acting as NIS master that is setup to receive all my mail(MTA=sendmail). it puts the mail in an NFS auto-mounted folder: /var/spool/mail/otrs or /var/mail/otrs (really just linked to above) The user otrs is an NIS id at this point. so sitting on my request box (linux 8), I can see my mail spool and when I send an email to otrs@FQDN, it puts mail into the mail file fine. I know that PostMaster.pl is working fine as well. If I pipe a test.box email into it, it will generate a ticket. (will recreate follow up tickets as well, if ticket number is referenced). I have a .procmailrc file in my home directory. Below is what I think is it's main config part: ========================================== #SYS_HOME=/opt/otrs/ #SYS_HOME=$HOME SYS_HOME=/opt/otrs/ SHELL=/bin/sh PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` MAILDIR=/var/mail/otrs LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on ========================================== Here's what I think might be the problem. Sendmail (on my NIS master) receives the email, finds the user, and puts the mail into the right spool file. Now the NIS master that has sendmail running on it, is an Sun Solaris box that I'm pretty sure doesn't have procmail running on it, so it might not be able to understand any .procmailrc config files. (by the way, the home directory of the otrs user is an auto-mount as well. (/opt/otrs locally and /home/otrs to all the other machines. I just have /opt/otrs exported out in /etc/exports and have it mapped in the nis-auto_homes map)) How can I get procmail to run on my otrs system independent of the box that is doing sendmail? Any help would be much appreciated. Jake Covert --------------------------- jakecovert(a)comcast.net www.jakecovert.com ---------------------------

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Phone View
by Hans Scheffers 21 Feb '03

21 Feb '03

Hi, when going to the PhoneView (in 1.0) I have a "From" which needs a valid email adress; I don't allways have that when using the phone view. Can I change this? greetz Hans

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How do I delete 300 error generated tickets?
by Covert, Jake 21 Feb '03

21 Feb '03

A quick question: 1) While messing around with my MTA (sendmail) and my LDA (procmail), 300 messages automatically got dumped into my RAW queue. How can I close all of these junk messages all at once. The system isn't live yet so I'm not too worried about losing any test tickets we've made. I'm not a mysql wizard, so be kind ;-) System info: ------------------------- redhat 8 mysql otrs1.01 ------------------------- ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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Mail to customer, when creating note for external
by Andreas Haase 21 Feb '03

21 Feb '03

Hi, in OTRS I have the option to add a note to a ticket. I can decide, whether I want to add an internal or external note. When I use "external", then I would expext a mail to be sent out to the creator of the ticket (or optionally to a address, I fill in?), but no mail is sent. Do I have to configure some more options or did I misunderstand something? Tnx and bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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View transfer of ownership reason within OTRS
by Paul 21 Feb '03

21 Feb '03

Hi all, Is there a method to view the transfer of ownership comment within OTRS? I can only seem to get it via e-mail. Ideally, I guess we'd be looking for something like a note-internal on a transfer. Thanks, Paul

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Generic Agent feature question
by Marc Scheuffler 21 Feb '03

21 Feb '03

These are the possible options: 'name of job' => { # get all tickets with these properties Queue => 'system queue', States => ['new', 'open'], Locks => ['unlock'], # or escalation tickets Escalation => 1, What about from, subject or header? Is the following procedure possible? (because of statistic reasons) Email is coming into otrs -> pool x or y or z GenericAgent looks for: from, subject or header If from is xxxx(a)yyyy.zzz or subject contains "*** spam ***" then forward to queue SPAM I know this is normally done by procmail (like in our system) but procmail is the fronttool and the mail never gets into otrs (which is normaly ok). But we would like to count such mails for statistic reasons. Cheers Marc

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How can I add a ticket ?
by Ruben Sajnovetzky 21 Feb '03

21 Feb '03

Hi all ! I just installed otrs for evaluation and I couldn't get the way to add a ticket. I could add notes, users, etc. but no new tickets. Also, I couldn't find this info in the doc. How can I do that ? THanks ----------------------------------------------------------------------------------------- Saludos Ruben Sajnovetzky CCNA - NCC Network Consulting Engineer Americas International Advanced Services - Matrix Team Cisco Systems Ing. Butty 240 - Piso 17 1001 - Buenos Aires - Argentina Phone: +54-11-4341-0100 x177 rsajnove(a)cisco.com ---------------------------------------------------------------------------------------

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Re: [otrs] ResponseFormat in AgentCompose.dtl ... Thanks so much Martin
by Diane Shieh 21 Feb '03

21 Feb '03

Hello Martin, You are the best. Everything works great. =Diane

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ResponseFormat in AgentCompose.dtl
by Diane Shieh 19 Feb '03

19 Feb '03

Hello, Before I was able to change the format of the response by changing the order of the lines inside AgentCompose.dtl: **************************** <textarea name="Body" rows="25" cols="80"> $Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"To"} $Text{"wrote"}: $Data{"Body"} </textarea> ***************************** Now all I see is $Data{"ResponseFormat"} Is there somewhere I can change the format of my replies? I appreciate any help=) =Diane

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Ticket number format
by Andre Fortin 19 Feb '03

19 Feb '03

Heya, We recently implemented an OTRS system for dealing with internal and 3rd party requests to our operations centre. The problem is that some 3rd parties have complained that the ticket numbers are far too long, and are very irritating to have to read aloud during a phone call. Is it possible to shorten the ticket number length? Perhaps I'm missing something obvious, and if so I apologize. Can anyone point me in the right direction? TIA, Andre

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AW: [otrs] Compose answer - Feature request :)
by Marc Scheuffler 19 Feb '03

19 Feb '03

As far as I know: This can be done in the "Default.pm" /opt/otrs/Kernel/Config Here you can find such an option. -----Ursprüngliche Nachricht----- Von: Gregor [mailto:Gregor@Hostica.com] Gesendet: Dienstag, 18. Februar 2003 20:34 An: otrs(a)otrs.org Betreff: [otrs] Compose answer - Feature request :) First of all, thanks to the developers! We just switched to OTRS and its amazing! Now the the question, We have many,many prewritten RESPONSES, and so the screen gets quite cluttered. Would it be possible to have an OPTION to show the "Compose answer (email)" in a dropdown list? Thanks _______________________________________________ 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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Note-external/note-report
by Paul 19 Feb '03

19 Feb '03

Hi all, This might be a silly question, but as we've been going through all the features in the OTRS interface, we can't seem to figure out what note-external and note-report do exactly. Can anyone give us a quick synopsis? Thanks, Paul

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install problem with Digest::MD5
by Jorge Otero 18 Feb '03

18 Feb '03

I'm Trying to install otrs in a redhat 7.1 system, it always give me an error wheni run "rpm -i otrs-1.0.1-01.i386.rpm" the error is "error: failed dependencies: perl-Digest-MD5 is needed by otrs-1.0.1-01" I have checked and I have installed the Digest::MD5 package, any help in this matter would be appreciated. Thanks in advance, and sorry for the english :) Jorge Otero -- _______________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Meet Singles http://corp.mail.com/lavalife

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Questions
by Covert, Jake 18 Feb '03

18 Feb '03

Couple of questions as well: 1) If I generate or create a ticket via 'PhoneView', it correctly assigns me ownership of the ticket, but does not lock it. Is there any way I can default the 'PhoneView' ticket generation behavior to auto-lock? 2) What does the 'Select Box' section do? 3) Do we have the ability to remove unnecessary Charsets from the system? Jake Covert www.jakecovert.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

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Feature requests
by Covert, Jake 18 Feb '03

18 Feb '03

These are 1.1 Feature requests: 1) How about an Attachment <--> Response relationship screen link off the main page. When you create an attachment, the next screen you jump to is the Attachment <--> Response relationship screen, but I don't see a way to get there unless you make another attachment. 2) Navigation: The words top and end might be more explicative if they said: "Top of Page" and "Bottom of Page". With that said, great job so far! Jake Covert www.jakecovert.com

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Re: Allowing the client to close a ticket
by Moshe Leibovitch (SoftLink) 18 Feb '03

18 Feb '03

Martin hi, How/When/Where was it implemented? Thanks, Moshe

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Forcing spell checking
by Moshe Leibovitch (SoftLink) 18 Feb '03

18 Feb '03

Hi All, Is there a way of forcing the agent reply to go through spell checker? Regards, Moshe

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AW: [otrs] install problem with Digest::MD5
by Krcek, David 18 Feb '03

18 Feb '03

hi jorge, check your rpm database. maybe there isn't a correct entry. Try to uninstall the md5 and install it again. Alternate you can install the otrs without rpm. check the docu for this cu david -------------------------- Zur Verfügung gestellt von my BlackBerry Wireless Handheld -----Original Message----- From: Jorge Otero <jeotero(a)email.com> To: otrs(a)otrs.org <otrs(a)otrs.org> Sent: Tue Feb 18 19:22:27 2003 Subject: [otrs] install problem with Digest::MD5 I'm Trying to install otrs in a redhat 7.1 system, it always give me an error wheni run "rpm -i otrs-1.0.1-01.i386.rpm" the error is "error: failed dependencies: perl-Digest-MD5 is needed by otrs-1.0.1-01" I have checked and I have installed the Digest::MD5 package, any help in this matter would be appreciated. Thanks in advance, and sorry for the english :) Jorge Otero -- _______________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Meet Singles http://corp.mail.com/lavalife _______________________________________________ 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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ignore some adresses
by GameCrash 18 Feb '03

18 Feb '03

Hi, I would like to be able do ignore some email adresses, like "big(a)boss.com" (very nerving) and "MAILER-DAEMON@[MyDomain]" - It's really not needed to create a ticket for them... ;) Is there a way to do this? The other thing, I have one Queue called "Spam" where I put all spam mails and the ones above. It's ab bit nerving that it's blinking and so on and there's too much in it to close every ticket... is there a way to simply hide that queue on top? Thank you :) CU GameCrash

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installation probz
by Dylan Williams 17 Feb '03

17 Feb '03

I'm trying to setup OTRS on a slack 8.1 system with apache and mysql. I got through the installation ok so it seemed, but whenever I try to access index.pl I get the error 500 message. Tailing the logfile for apache I get this: [Tue Feb 11 20:13:05 2003] [error] install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: ../../ /usr/local/src/otrs/bin/cgi-bin/../../Kernel/cpan-lib /usr/local/src/otrs/bin/cgi-bin/../.. /usr/lib/perl5/i386-linux /usr/lib/perl5 /usr/lib/perl5/site_perl/i386-linux /usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl /usr/local/src/otrs/bin/cgi-bin/../.. /usr/local/src/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 9) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: ExampleP, Proxy. at /usr/local/src/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 77 The build dir for .cpan is in my home directory, which is not in the @INC path. I was thinking that adding that path to @INC might fix my problem. However I don't really know how to do that. Any help would be very much appreciated. Thanks! dylan

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Allowing the client to close a ticket
by Moshe Leibovitch (SoftLink) 17 Feb '03

17 Feb '03

Hi all, We have noticed that sometimes the client wish to close the ticket on his own (i.e he found the problem). The customer screens does not give it a way of doing this. Also, there is not way for the customer to "hide" or delete old tickets that he is not interested in anymore. Have I missed anything? Regards, Moshe

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Re: [otrs] ignore some adresses
by GameCrash 17 Feb '03

17 Feb '03

Well, I use the POP3 script as the accounts are on a different server... any idea else? Thanks :) The following message was sent by Andreas Haase <andreas.haase(a)eastlink.de> on Mon, 17 Feb 2003 17:22:41 +0100 (CET). > On Mon, 17 Feb 2003, GameCrash wrote: > > > Hi, > > > > I would like to be able do ignore some email adresses, like > > "big(a)boss.com" (very nerving) and "MAILER-DAEMON@[MyDomain]" - It's > > really not needed to create a ticket for them... ;) Is there a way to > do > > this? > > This can be done by using procmail I guess. Procmail doesn't only put the > mails into the users queues, but also can be used for simple filters like > on fixed adresses or other headers. > > Bye, > > Andreas Haase > EastLink GmbH > -- > --------------- professional INTERNET services -------------- > > EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz > voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de > _______________________________________________ > 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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AW: [otrs] Creating new tickets and merging tickets
by Marc Scheuffler 17 Feb '03

17 Feb '03

We are interested in such a function, too. ;-) Marc -----Ursprüngliche Nachricht----- Von: Paul [mailto:otrs-users@neenerville.com] Gesendet: Montag, 17. Februar 2003 07:10 An: otrs(a)otrs.org Betreff: RE: [otrs] Creating new tickets and merging tickets Hi Martin, > > I do have two questions though. > > > > Is it possible to create a new ticket and send an e-mail to a user > > without them e-mailing or submitting a ticket first in such > a way that > > when they reply it will be added to that newly created > ticket? I don't > > see this functionality. Is there something I'm missing? > > I think you want an "auto reply" (with the ticket number in > the subject)? > > -=> new ticket is created -=> auto reply is sent to the > customer (if the > customer send an follow up, it will be added to the ticket) > > AdminArea -=> Auto Response <-> Queue -=> set "auto reply" > for your wanted queue. Not exactly. Instead, what I'm looking for is a way to initiate contact with the customer, similar to the PhoneView however via e-mail. For example: I need to contact a customer regarding an issue with billing. I initiate a new ticket within OTRS and send them an e-mail explaining the problem. They receive: To: customer(a)domain.org From: billing(a)mydomain.net Subject: [Ticket# 20030207000012] Issue with last month's payment ... As OTRS stands, it seems that the only way to get in touch with a customer is by *them* e-mailing *you*. I'd like to see the ability to reverse this process. > > Also, occasionally we have more than one ticket that need to be > > merged. Is this possible? > > "merge tickets" is on the todo list. Great to hear it! :) Best wishes, Paul _______________________________________________ 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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mkStats.pl
by Covert, Jake 16 Feb '03

16 Feb '03

I'm getting this error when I run mkStats.pl on redhat8. otrs1.0.1 (did the same w/ 1.0rc3 though) Any thoughts? ****************************************** [otrs@wnpsitl1 otrs]$ bin/mkStats.pl Can't locate GD.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at bin/mkStats.pl line 36. BEGIN failed--compilation aborted at bin/mkStats.pl line 36. [otrs@wnpsitl1 otrs]$ ****************************************** Appreciate your help. Jake Covert www.jakecovert.com

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OTRS 1.0.1 INSTALL Instructions
by Ulan King 15 Feb '03

15 Feb '03

Greetings, In the INSTALL file for OTRS 1.0.1, step 3 mentions: 3. Install tar.gz: --------------- [. . . . ] $shell: chown -R /opt/otrs/* otrs Shouldn't it say: 3. Install tar.gz: --------------- [. . . . ] $shell: chown -R otrs /opt/otrs/* Just my .02 cents. Gnik

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Where to set length for Pending automaticaly
by Marc Scheuffler 15 Feb '03

15 Feb '03

Me again :-) Is it possible to change the pending time automaticaly +7 days after answering the ticket? I ve set "next status" to ".. pending.. +" -> this is the standard status for answering. Next point is to set the time to wait Thx again.

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Spell Checker Question
by Marc Scheuffler 15 Feb '03

15 Feb '03

Hi, Could someone write a quick note how to set german as default language with ispell and otrs? Is there a parameter that i can't find? Cheers, Marc

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From in PhoneView architecture and sed
by t.wandersmann＠philips.com 15 Feb '03

15 Feb '03

Hi there on the list. I searched the documentation and the list but didn't find something equal.. What exactly is with the "From" field in the "PhoneView" (if I enter a new ticket). The only thing I always get ifs "RFC.." or "invalid MX". In the meanwhile I tried to stop this MX in Config.pm by setting it to "0" but it did not work, so I tried the "installer.pl" but it was in "Secure Mode" Also it did not work to set this to "0". What is the need of the "From" field if I have a customer number and is it somehow possible to set this to a default? Or let it added a default automatically? In this, it would be nice to cut of this "default add" away from the CustomerID if the Customer adds himself over the webinterface. OTRS 1.0.0 RC 2 SuSE Linux 7.3 Sparc By the way: the RPMs are not arch-independent and need to be installed with --noarch. It should work with "BuildArchitectures: noarch " in the header of the specfile. I tried to make a new style and for this I wanted, that the DTL identifies itself with its name, so I let sed add a line "<h1>filname.dtl</h1>" at the beginning of each dtl file.But than OTRS couldn't read its dtl. If I added this line by hand in an editor it worked. Do I need to do it now all by hand or is there something like a "DTL-Debug" config switch in the Config? Last but not least, a happy new year to you all, even if it is a little bit late. Greetings to all I know. thorsten -- Tech-Support __ Thorsten Wandersmann Philips SC | \ _ _ Phone: +49-911-2001-1220 Nuremberg |__/ | | * | * | \ / Fax: +49-911-2001-1102 | |_| | | | |_/ \ SERI: tcmc_twm@tcmcn1 Stromerstr. 5-7 | | | | | | | _\ email: t.wandersmann(a)philips.com 90443 Nuremberg S_E_M_I_C_O_N_D_U_C_T_O_R_S *** Sametime enabled ***

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RE: [otrs] Installing RC2 under RH8 - several problems
by Pedro Carvalho 15 Feb '03

15 Feb '03

Thanks for your reply Stephen > Have you double checked your /etc/ld.so.conf for any discrepancies? On > my last installation of RH 8.0, I had to not only make modifications to > the path, but to the lib paths in /etc/ld.so.conf to include my /usr/lib > and /usr/local/lib, then re-run ldconfig to rebuild the cache... # cat /etc/ld.so.conf /usr/kerberos/lib /usr/X11R6/lib /usr/lib/qt-3.0.5/lib /usr/lib/sane /usr/lib/qt2/lib /usr/lib/wine It looks fine to me. /usr/local/lib is not there but the directory is empty. > Have you made sure that all the mod_* were configured properly for > Apache? I had to reconfigure all the modules, but luckily, I'm using > Webmin which makes it all the more easier... Yes mod_perl v1.99 is running under Apache httpd, remember I run installer.pl and index.pl, and requested a new password for root, but still can't login. Best regards, Pedro Carvalho

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OTRS 1.0RC3 on Apache 2.0
by Gregor 15 Feb '03

15 Feb '03

Hey, I'm trying to get OTRS to work with this config (not yet production Server): Apache/2.0.44 (Unix) mod_perl/1.99_08 Perl/v5.8.0 mod_ssl/2.0.44 OpenSSL/0.9.6b DAV/2 on Redhat 7.2 I started testing with mod_perl and the startupscript as delivered in RC3 and get the following error: ------ [Wed Feb 05 11:16:46 2003] [error] 14386: ModPerl::Registry: Died at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301. ------ then I took out the line: #Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl got this error: ------ 14402: ModPerl::Registry: Can't locate Kernel/Config.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. /usr/local/lib/perl5/5.8.0/i686-linux /usr/local/lib/perl5/5.8.0 /usr/local/lib/perl5/site_perl/5.8.0/i686-linux /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl .) at /opt/otrs/bin/cgi-bin/index.pl line 51. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 51. ------ then I took out the mod perl part: <Location /otrs> SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> got this error: ------- Died at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 60. ------- I changed permissions as described in the Docu and also for testing made a chmod 777 over the whole otrs path but nothing helped. Any ideas? Thanks Gregor

3 14

Version 1.0 - Admin User problem
by Gnik Nalu 14 Feb '03

14 Feb '03

Greetings, Version 1.0 rocks! (grin) Got it up and running with SuSE, Apache2 and MySQL. One thing I've run into and can't seem to resolve is when I'm in the "Admin Area", I get this error when I click on "[User]" : Software error: Can't read /opt/otrs/Kernel/Output/HTML/Standard/AdminUserPreferences.dtl: No such file or directory at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 260. For help, please send mail to the webmaster (myaddress(a)myprovider.com) giving this error message and the time and date of the error. Everything else in that area seems to work fine. Is there something I did wrong? Thanks, Gnik

3 3

AW: [otrs] Spell Checker Question
by Marc Scheuffler 12 Feb '03

12 Feb '03

Add Note: I am using Suse... the RC_LANG is set to de_DE@euro I have to select the german dictionary by hand. Every word containing a üäöß is seperated into 2 words like "Gr" - "en" Sorry for that question but ispell is very new to me. Thx -----Ursprüngliche Nachricht----- Von: Marc Scheuffler Gesendet: Mittwoch, 12. Februar 2003 14:14 An: otrs(a)otrs.org Betreff: [otrs] Spell Checker Question Hi, Could someone write a quick note how to set german as default language with ispell and otrs? Is there a parameter that i can't find? Cheers, Marc

1 0

ports
by Jon Conkle 10 Feb '03

10 Feb '03

Any chance i can get a list of ports needed for basic use of OTRS? (as in for web access, mostly for admin use) I need to make some changes to my firewall, and just specifying (allow)[ip.address,tcp,80] isn't cutting it. Thanks, Jon.

2 1

removing emails from the system
by Covert, Jake 10 Feb '03

10 Feb '03

How do I delete emails from the system? [1.0rc3] Thanks in advance. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

3 5

CustomerPanelOwnSelection and CustomerID
by Stefan Lauterbach 10 Feb '03

10 Feb '03

Hello, a short question: Is it easily possible to set the CustomerPanelOwnSelection in a CustomerID based manner? The thought behind this question is to allow the customers to send tickets only about products he is using/interest in. The other queues should be hidden to him in the HTML interface. -- Mit freundlichen Grüßen, Stefan Lauterbach. Nomics Development Prüssestrasse 15 DE-38364 Schöningen Mobile: +49 163 611 618 3 Telefax: +49 163 99 611 618 3

2 1

too much tickets
by Jorge Becerra 10 Feb '03

10 Feb '03

Hi: If there are too much tickets on a queue is any way to navigate between them? Let say, to see some number at the same time and navigate bettween pages. Jorge

2 1

1.0Rc3 Install Problems
by Alan Yorinks 08 Feb '03

08 Feb '03

I installed 1.0 RC3 on SuSE 8.1 by first removing a previous RPM version of orts, removing apache, removing mysql and the /var/lib/mysql directory. I then reinstalled all three for a "clean" installation. I found the following 2 problems: 1. I had to comment out the securemode line in .../Kernel/Config.pm. 2. I had to manually copy .../Kernel/Output/HTML/Standard/AdminUserPreferencesGeneric.dtl to AdminUserPreferences.dtl Thanks, Alan Yorinks _________________________________________________________________ MSN 8 helps eliminate e-mail viruses. Get 2 months FREE*. http://join.msn.com/?page=features/virus

1 0

seaching for tickets
by Thomas Schuettler 08 Feb '03

08 Feb '03

Hello, I have in a queue 189 tickets with the same subject and when I'm searching for them, I can find only 80 (OTRS 1.0 RC3) or 120 (OTRS 0.5 BETA8). How can I find all tickets? Greetings Thomas

2 1

RE: [otrs] removing emails from the system
by Covert, Jake 06 Feb '03

06 Feb '03

We might be referring to the same thing, or not (still discovering the wonderful flexibility of the system). From the admin front end, one of the pages asks you to add emails to the system and default those emails to a queue. This allows customers to choose who it is (or what email it is) that they want their to request to go to. After realizing that I don't really want the users being able to choose their own support tech., I didn't' see a delete button. Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, February 06, 2003 2:53 PM To: otrs(a)otrs.org Subject: Re: [otrs] removing emails from the system Hi Jake, On Thu, Feb 06, 2003 at 02:39:18PM -0500, Covert, Jake wrote: > How do I delete emails from the system? > [1.0rc3] You can't "delete" emails/tickets via the agent frontend. The normal way is to close the ticket and it is not shown anymore (but is used for stats,...). A solution to "delete" emails/tickets from the database would be: Add a delete queu, move all "delete"-tickets to this queue and use the bin/GenericAgent.pl (http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/generic-agent-example.h tml#AEN930). More questions? > Jake Covert > Infrastructure Analyst > Electronic Data Systems Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 8:43pm up 105 days, 23:20, 6 users, load average: 0.17, 0.22, 0.17 _______________________________________________ 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 installation on Debian Woody
by Eddie Urenda 06 Feb '03

06 Feb '03

Although the installation instructions for a Debian installation are not that complicated, I noticed that there was no documented that pointed to what packages need to be installed to meet OTRS dependencies (perl, gd, etc.) So perhaps documenting our installation will help others trying to install OTRS on Debian Woody systems. I've documented our experience with the installation, and how it seemed to work for us. I make no guarantees, other than following these steps got our installation working with Apache-SSL as the web server, Postgresql as the database, and Debian Woody as the operating system. It is based on OTRS RC3. NOTE: These instructions will only mark where installation for Debian differs from the OTRS Manual section 1.2 "Using the tar.gz file to install OTRS on any Linux/Unix platform" subsections 1.2.1 - Install, 1.2.2 - Database, and 1.2.3- Webserver. 1.2.1. Install -------------- 1. This Debian package listing is for an Apache-SSL, Postgresql, Perl, and the appropriate Perl GD and DBI modules: apache-common apache-ssl libapache-dbi-perl libapache-mod-perl libapache-request-perl libapache-session-perl libdigest-md5-perl libmime-perl libnet-dns-perl postgresql postgresql-client postgresql-contrib postgresql-dev libgd-graph-perl libgd-perl libgd-text-perl libgd-tools libgd1 libgd2 libgd2-dev cron sendmail procmail iamerican // or your favorite ispell language dictionary ispell // so that spell-checking works After installing all of these packages "bin/otrs.checkModules" should return OK for all modules (except DBD::mysql, but we aren't going to be using MySQL, so this shouldn't be marked as required). The "perl -cw" instructions for checking module installation did not work for me. 2. "usermod -G www-data otrs" - Apache runs as user/group www-data on Debian 3. chown -R otrs.users /opt/otrs 5. changes to /etc/apache-ssl/httpd.conf (we are using mod_perl): Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> 6. Database setup: Do not user installer.pl since we are not using MySQL 1. As user "postgres" issue a "creatuser -P otrs", say yes to allow creation of other users and databases if you want otrs to be database superuser (not required). Write down your selected password, you will need to provide it when configuring Config.pm in 7. 2. Login as user "otrs", issue a "createdb otrs" 3. Load table schema definitions into otrs database: "psql otrs < /opt/otrs/install/database/OpenTRS-schema.postgresql.sql" 4. Load initial test data into database: "psql otrs < /opt/otrs/install/database/initial_insert.sql" 5. Change /etc/postgresql/pg_hba.conf and modify the following line to allow local connections from user www-data: host all 127.0.0.1 255.0.0.0 trust 7. Config file ($HOME/Kernel/Config.pm), make the following changes (configure the database section with the appropriate password): $Self->{SecureMode} = 1; # Since we are not using MySQL disable #$Self->{DatabaseDSN} ="DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; 8. File Permissions: "/opt/otrs/bin/setPermissions.sh /opt/otrs otrs www-data users www-data" 1.2.2 - See Step 6 above 1.2.3 - See Step 5 above 11. Cronjobs for the OTRS user Make sure you run "/opt/otrs/bin/Cron.sh start" as user otrs. Comment out with a "#" in the crontab the section for fetchmail and postmaster_pop3. Uncomment the daily graphics cron so you can get a graph generated daily. This is it! all messages directed to otrs@localhost should now be piped into OTRS, so configure to your heart's content. -Eddie

2 1

Re: [otrs] missing template (OTRS 1.0 RC3!)
by Martin Edenhofer 05 Feb '03

05 Feb '03

Hi Marc, On Tue, Feb 04, 2003 at 07:31:29PM +0100, Marc Scheuffler wrote: > Admin area -> User -> Error 500 > > www.somewhere.de/otrs/index.pl?Action=AdminUser I got it. It's a bug. I fixed it (Kernel/Output/HTML/Admin.pm). PS: It's also working with "cp AdminUserPreferencesGeneric.dtl AdminUserPreferences.dtl". Thanks Marc! > Gruß > Marc Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 10:10pm up 104 days, 47 min, 6 users, load average: 0.81, 0.58, 0.37

2 2

Problems with qmail-piping to Postmaster,pl
by Thomas Eisenbarth 04 Feb '03

04 Feb '03

Hi, I'm using qmail-vpopmail and trying to pipe otrs-mails to PostMaster.pl i've tried several configurations of the .qmail-file in user otrs' homedir and in the vpopmail-domain-directory. just for testing i forwarded mails or otrs in the .qmail -file - it worked. it seems to be a problem to pipe the mails to the PostMaster.pl - file. any ideas? -- Thomas Eisenbarth mailto:eisenbarth@domecon.de Donau-Ries Media Consulting www.domecon.de

2 3

RE: Re[4]: [otrs] Problems with qmail-piping to Postmaster,pl
by Gene Parks 04 Feb '03

04 Feb '03

What is your debug level on qmail? -----Original Message----- From: Thomas Eisenbarth [mailto:eisenbarth@domecon.de] Sent: Tuesday, February 04, 2003 4:01 PM To: Gene Parks Subject: Re[4]: [otrs] Problems with qmail-piping to Postmaster,pl Gene, Tuesday, February 4, 2003, 9:44:46 PM, you wrote: GP> What do the logs say for qmail when you send a message to GP> Postmaster.pl? actually nothing special concerning these mails ... -- Thomas Eisenbarth mailto:eisenbarth@domecon.de Donau-Ries Media Consulting www.domecon.de tel: +49 906 9999477 mobil: 0170 8730139 _______________________________________________ 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

RE: Re[2]: [otrs] Problems with qmail-piping to Postmaster,pl
by Gene Parks 04 Feb '03

04 Feb '03

What do the logs say for qmail when you send a message to Postmaster.pl? -----Original Message----- From: Thomas Eisenbarth [mailto:eisenbarth@domecon.de] Sent: Tuesday, February 04, 2003 3:43 PM To: Martin Edenhofer Subject: Re[2]: [otrs] Problems with qmail-piping to Postmaster,pl Hi Martin, Tuesday, February 4, 2003, 9:36:24 PM, you wrote: ME> On Tue, Feb 04, 2003 at 09:25:23PM +0100, Thomas Eisenbarth wrote: >> I'm using qmail-vpopmail and trying to pipe otrs-mails to >> PostMaster.pl >> >> i've tried several configurations of the .qmail-file in user otrs' >> homedir and in the vpopmail-domain-directory. just for testing i >> forwarded mails or otrs in the .qmail -file - it worked. it seems to >> be a problem to pipe the mails to the PostMaster.pl - file. >> >> any ideas? ME> Is "shell:~ # cat doc/test-email-1.box | bin/PostMaster.pl" working? Yes, works perfectly -- Thomas Eisenbarth mailto:eisenbarth@domecon.de Donau-Ries Media Consulting www.domecon.de tel: +49 906 9999477 mobil: 0170 8730139 _______________________________________________ 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

2 1

AW: [otrs] missing template (OTRS 1.0 RC3!)
by Marc Scheuffler 04 Feb '03

04 Feb '03

I wrote directly to your email address. -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Dienstag, 4. Februar 2003 19:27 An: otrs(a)otrs.org Betreff: [otrs] missing template (OTRS 1.0 RC3!) Hi Marc, On Tue, Feb 04, 2003 at 09:03:12AM +0100, Marc Scheuffler wrote: > There is possible a missing template called > "AdminUserPreferences.dtl". > > So I copied "AdminUserPreferencesGeneric.dtl" to > "AdminUserPreferences.dtl". Is this the same (ok for RC3) or is it > different? Where did you the error message (screen)? Thanks! > Cheers Marc Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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

AW: [otrs] OTRS 1.0 RC3!
by Marc Scheuffler 04 Feb '03

04 Feb '03

There is possible a missing template called "AdminUserPreferences.dtl". So I copied "AdminUserPreferencesGeneric.dtl" to "AdminUserPreferences.dtl". Is this the same (ok for RC3) or is it different? Cheers Marc

2 1

RE: [otrs] Installing RC2 under RH8 - several problems
by Pedro Carvalho 04 Feb '03

04 Feb '03

Thanks Martin for your kick reply, >Can you add a bug report to http://bugs.otrs.org/ with 'rpm -qa' and > the failed dependencies check? Thanks! :) I'll try to do that... > Is Apache2 and mod_perl2 the default on RH8? # rpm -qa | grep httpd httpd-2.0.40-11 httpd-manual-2.0.40-11 redhat-config-httpd-1.0.1-13 httpd-devel-2.0.40-11 So Apache is 2.0.40 # rpm -qa | grep mod_perl mod_perl-1.99_05-3 So mod_perl is 1.99 Back to square one :-) Pedro Carvalho

1 0

OTRS 1.0 RC3!
by Martin Edenhofer 04 Feb '03

04 Feb '03

Hi, this is the last release candidate of OTRS 1.0. Changes: ======== # added Brazilian Portuguese translation! Thanks to Gilberto Cezar de Almeida! * fixed Spell Check * fixed some doc typos - Thanks to Eddie Urenda! * added customer user info to TicketView, TicketZoom and PhoneView dtl template (if wanted, uncomment it). * added customer user search to PhoneView * added pending ticket notification * small bugfixes Change log: =========== http://otrs.org/cgi-bin/cvsweb.cgi/otrs/CHANGES?rev=1.56&content-type=text/… The OTRS 1.0 RC3 release can be downloaded from the following locations: ========================================================================= ftp://ftp.otrs.org/pub/otrs/ MD5 message digest (128-bit) 7fec04e80534da2cdabc9e9e8d72303b ./RPMS/suse/7.3/otrs-1.0.0-RC3.i386.rpm 8e7e2007aab0119e31dade24f538bd07 ./RPMS/suse/8.x/otrs-1.0.0-RC3.i386.rpm 3b86e558eaa5ec07947ea3bc4567e74b ./RPMS/redhat/7.x/otrs-1.0.0-RC3.i386.rpm 27847c4bcf67ce2f48b1e1446cb9eb8b ./SRPMS/suse/7.3/otrs-1.0.0-RC3.src.rpm fd172f085831847a9f7dbfe50ed73b58 ./SRPMS/suse/8.x/otrs-1.0.0-RC3.src.rpm 3b5655cff0a7247f57a85205baaca77e ./SRPMS/redhat/7.x/otrs-1.0.0-RC3.src.rpm 89e9a7f3ce94ddf4f99bbaa4f4432732 ./otrs-1.0.0-RC3.tar.gz 359883c50ee309c75ac5c227eb4f758a ./otrs-1.0.0-RC3.tar.bz2 Upgrading from 0.5 to 1.0: ========================== Read the UPGRADING and INSTALL files. Have a lot of fun! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson

1 0

Installing RC2 under RH8 - several problems
by Pedro Carvalho 03 Feb '03

03 Feb '03

Anyone got OTRS (RC2 or RC1) working under RH8 ? The standard installation of rpm using INSTALL.Redhat instructions fails in several points: - rpm install fails because of dependencies check, although all the software needed is already installed by RH8 full install (perl, apache, mysqlclient10, etc): temporary FIX: rpm -i --nodeps - RH8 uses apache 2, so I manually edit /etc/httpd/conf/httpd.conf and changed "Include /opt/otrs/scripts/apache2-httpd.include.conf" - Installer.pl fails because Kernel/Modules/Installer.pm tries to access "../../Kernel/Config.pm" and should somehow access "/opt/otrs/Kernel/Config.pm" - After making these changes the installer runs smoothly. - First Login using "root@localhost/root" fails with incorrect password !!!!! - Requesting a new password for "root@localhost" works fine, but after trying to login using the new password apache takes 99% of CPU and the index page does not arrive. After several minutes we need to restart httpd. Under "/var/log/messages" I got: .... OTRS-CGI-10[3900]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost logged in (REMOTE_ADDR: ..... ..... last message repeated 30 times Any ideias on how to correct this ? Thanks in advance Pedro Carvalho -- Pedro Carvalho VirtualNOC Av. Casal Ribeiro, 18 - 6 1000-092 Lisboa Portugal Tel: +351 21 351-0430 / Fax: +351 21 351-0420 pedro.carvalho(a)virtual-noc.com <mailto:pedro.carvalho@virtual-noc.com> -- This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.

3 2

Status of users
by Andreas Haase 02 Feb '03

02 Feb '03

Hello, we are using OTRS in an environment, where a call center gets all calls first and tries to give the calls to the right employee. If that employee is not reachable, a ticket is opened containing the facts about the caller. Not it would be very useful, if the call center could see in OTRS, whether the specific employee is reachable or not, and when not, where he is. So the call center can give information to the caller like "... is reachable again at 3pm" or so. Is it possible to build in such a feature in OTRS? If not, we have to program that for ourselves, but I think, its good for others too. Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 1

Notification for pending tickets
by Andreas Haase 02 Feb '03

02 Feb '03

Hello, is it possible to add a notification feature for expiration of pending tickets? For reminder-tickets it would be very useful if the user would get such a notification, i think. Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 1

System addresses configuration- procmail
by Diego Fernandez 29 Jan '03

29 Jan '03

Hi, I'm working in a LRH7.3 OTRS Beta8 When I want to define a new system address, do I have to configure it in the .procmailrc, or the system does it automatically? thanks, Diego.

2 1

Integrating OTRS with e-mail more easily
by Moshe Leibovitch (SoftLink) 29 Jan '03

29 Jan '03

Hi, > This is definitely going to have to be thought about. Every one of this > opinions have merit and everyone has something they can use out of it. > I guess the biggest issue here is what is really going to work for the > masses. Obviously, OTRS is working great for all of us because we > continue to use it. We need to thank those people such as Martin and > others who have taken the time to better our lives with this program. I thank him now on a regular basis. Please understand - I am bringing up a problem, and I am willing to help. I am not demanding, whining or anything like this. > The other part of this is, how do you work the ideas into a program > without over complicating it? Think of the install and the setup issues > we are going to run into when you start thinking about controlling otrs > from email or a variation thereof. I view this addition as a big help in migrating from existing email based system (like we currently have), and as "last resort" option, like answering from PDA/Cellular. Looking at it this way, I do not expect full control over each and every option of the system. I think that a combination of LOCK email and the sanity mechanism of automatic lock and disposal of multiple answers is very easy to implement, makes the migration process easier and in many ways add powerful functionality to the system. Most (if not all) of the components for this already exist in the system. Actually, for implementing agent answer without lock, the only thing that needs to be done is the assigment to the agent based on the email. Other then that, it works even today (but the answer is inserted as customer email). > The biggest question out of all I guess is how do you prevent more than > one person from working a ticket at a time and more importantly, how do > you make sure a ticket is being taken care of? The mentioned above mechanism is good enough, IMHO. The "how do you make sure" is the same as with regular web system. You get email notifications if certain time has passed and no one answered. Moshe

1 0

A Few Questions...
by L. Mark Stone 27 Jan '03

27 Jan '03

I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm trying to customize the system for a particular use, and although I've now read the manual several times, I am clearly missing something--probably embarrassingly basic! Here's what I am trying to accomplish: 1. OTRS will be (hopefully!) the front line of a help desk for all domain users at argenttrading.com. 2. The OTRS system is setup on a different domain (lmstone.com) in a different physical location than Argent. 3. Argent's email system is Exchange 2000, so, I set up a new User account in Exchange called "Trouble(a)argenttrading.com". In this way Argent users with a problem can send an email to this address (and get OTRS to auto-reply). 3. I customized OTRS via the Root account by adding an Argent queue, a new OTRS user, a POP3 account (trouble(a)argenttrading.com) and also a few Salutations, Signatures and auto-response messages. 4. I added (I think correctly) the new OTRS user to all three default groups (by holding down CTRL and selecting all three groups). 5. I sent a test message to trouble(a)argenttrading.com. I can log in via Outlook Web Access and see that the message arrived. But, now I have two problems: First, OTRS doesn't seem to have gone and collected the test message. Second, when I log in to OTRS as the new user I created, the Argent queue doesn't appear on the front page. It's not clear to me if I need to somehow "attach" the Argent queue to the new user. Or something else perhaps! I feel like I haven't understood the "Zen" of OTRS fully, so any suggestions would be greatly appreciated! Thanks, Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com

3 6

RE: [otrs] Integrating OTRS with e-mail more easily
by Gene Parks 27 Jan '03

27 Jan '03

This is definitely going to have to be thought about. Every one of this opinions have merit and everyone has something they can use out of it. I guess the biggest issue here is what is really going to work for the masses. Obviously, OTRS is working great for all of us because we continue to use it. We need to thank those people such as Martin and others who have taken the time to better our lives with this program. The other part of this is, how do you work the ideas into a program without over complicating it? Think of the install and the setup issues we are going to run into when you start thinking about controlling otrs from email or a variation thereof. The biggest question out of all I guess is how do you prevent more than one person from working a ticket at a time and more importantly, how do you make sure a ticket is being taken care of? Gene -----Original Message----- From: Moshe Leibovitch (SoftLink) [mailto:moshe@softlink.com] Sent: Monday, January 27, 2003 7:30 AM To: 'otrs(a)otrs.org' Subject: Re: [otrs] Integrating OTRS with e-mail more easily Hi, We are not trying to complicate things, just make them more effective. If you allow the "race" condition between two agents, you can also work with "reply" to the otrs user. The system will process the email as "agent response" and reject the second email. This is more reasonable (IMHO). It is also the easiest modification to the source. You can detect the agent by its email address, so it is really simple. Moshe --__--__-- Message: 3 Date: Mon, 27 Jan 2003 11:00:04 +0100 From: Stefan Wintermeyer <stefan(a)wintermeyer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Integrating OTRS with e-mail more easily Reply-To: otrs(a)otrs.org Hi Guys, On Mon, Jan 27, Gene Parks wrote: > I have been thinking about this on and off and maybe some of the > functions from Big Brothers mail interface can be of use here. I don't think that the LOCK e-mail as proposed by Moshe is a good idea. I think this is an unnessesary work overhead. I don't wanna send a LOCK e-mail each time I answer a ticket. Most people use the OTRS to handle large amounts of e-mails. So this is not a feasable idea (IMHO). But I see the point, so lets find a good solution. One could be to offer an IMAP port to the OTRS and to take the risk that two people waste the same amount of time to answer a single ticket. The system could dump the second answer to /dev/null because it is allready answered. So first come, first get. Of course this system has to set some default rules (e.g. an answered ticket would be a closed ticket). Or you could send basic commands by an X-Header. But guys, let's don't make things more complicated as nessesary. Many OTRS users don't have a clue what an X-Header is and we are proud that we can offer them a solution which is so easy that anybody can use it. But anyway IMAP could be a good idea. Do we have an IMAP guru here to implement an IMAP port? I don't think this port should be enabled by default, but it is indeed a nice feature for some people and it can be mixed with the standard HTML interface. take care Stefan -- Stefan Wintermeyer Don't say thing like that! Of course we'll see Master Luke again. He'll be quite all right, you'll see. (C3PO) "Star Wars (The Epire Strikes Back)" --__--__-- _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest _______________________________________________ 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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RE: [otrs] Error when replying to ticket
by Gene Parks 27 Jan '03

27 Jan '03

Thanks Martin. That took care of it. Gene -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, January 27, 2003 11:31 AM To: otrs(a)otrs.org Subject: Re: [otrs] Error when replying to ticket Hi Gene, On Mon, Jan 27, 2003 at 10:08:07AM -0500, Gene Parks wrote: > The system is working fine for everything except when we reply to a > ticket i.e. empty answer at the top next to both emails is a '*' > saying invalid with (mx)! At the end. > > Can anyone shed some light on this? OTRS checks the mx record and email syntax for From, To and Cc. It's helpfully to check if the sender or recipient mail exchanger exists of if your sender or recipient email address(es) syntax is valid. But if your OTRS machine can't resolve external DNS records (mostly in big companies), disable this feature: Kernel/Config.pm [...] $Self->{CheckMXRecord} = 0; [...] PS0: An invalid email address is also otrs@localhost. Change this address in your admin interface. PS1: Sometimes Kernel/cpan-lib/Email/Valid.pm is not working correctly for mx checks, update it from CVS. > Thanks > Gene Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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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Attaching files from the server to agent response
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi Martin, Not exactly. the problem is that we have large number (~100) files that can be attached (all sort of documents, whitepapers, etc). we sync this repository with the server. it would have been nice if the agents could attach files from a directory on the the server itself . this will save the problem of manually updating all the attachments all the time. Moshe Martin wrote: I think you are looking for default attachment!? You can define default attachments for each response. AgentFrontend -=> Attachment (add some attachments) -=> Responses (you will have attachments to select) You will have "default" attchements on compose screen (from the otrs repository). And you still have the other option to attache a attachment via http upload. Is is what you want?

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Error when replying to ticket
by Gene Parks 27 Jan '03

27 Jan '03

The system is working fine for everything except when we reply to a ticket i.e. empty answer at the top next to both emails is a '*' saying invalid with (mx)! At the end. Can anyone shed some light on this? Thanks Gene

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OTRS_TICKET_ID in Autoresponse
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi, For some reason, this field is missing in the substitution. I have added it in Kernel/System/Ticket/SendAutoResponse.pm: $Param{Body} =~ s/<OTRS_TICKET_ID>/$Param{TicketID}/gi; (after the OTRS_TICKET_NUMBER replace) this allows me to send the user Auto response that includes a direct link to the ticket: http://www.softlink.com/otrs/customer.pl?Action=CustomerZoom&TicketID=16 is this the right way of doing this? Regards, Moshe

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Attaching files from the server to agent response
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi, First, I apologize for the flood of ideas I have. I just recently installed OTRS on our server and I find it terrific. I would like to suggest the option of attaching files from the server, not using http upload, but from a common repository (like documents, patches etc). the reason for this is that our server and HQ are geographically remote and bandwidth is OK, but not terrific. having to attach the same things over and over again is a waste of bandwidth. I know that you can make a "response" with the file attached. this has two cons: 1. if the repository updates frequently, you have to remember to update the emails as well 2. if there are many files that can be attached, in many combinations the number of messages will be overwhelming. Thanks for the great software, Moshe

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Different approach to the e-mail problem
by Stefan Wintermeyer 27 Jan '03

27 Jan '03

Hi Guys, maybe this could be a solution for the e-mail discussion. Tell me what you think about it: An agent has to use the browser interface to "get" the tickets but the system sends the tickets to his e-mail account. There could be a "lock ticket and send this ticket to me by e-mail" functionality. We did have such an approach at the STTS (the trouble ticket system at SuSE). In case an agent doesn't answer this e-mail within a period of time it gets unlocked again automaticly. Pro: Every agent can use his favorate e-mail client. Con: Every agent has to use a browser and an e-mail client (two tools). BUT, one of the key features of the OTRS is the possibility to create standard responses and to answer these tickets very very fast. To use an e-mail client to answer the tickets is kind of bypassing this idea. take care Stefan Wintermeyer -- Stefan Wintermeyer What am I, a doctor or a moon shuttle conductor? (McCoy) "Star Trek"

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Re: [otrs] Integrating OTRS with e-mail more easily
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi, We are not trying to complicate things, just make them more effective. If you allow the "race" condition between two agents, you can also work with "reply" to the otrs user. The system will process the email as "agent response" and reject the second email. This is more reasonable (IMHO). It is also the easiest modification to the source. You can detect the agent by its email address, so it is really simple. Moshe --__--__-- Message: 3 Date: Mon, 27 Jan 2003 11:00:04 +0100 From: Stefan Wintermeyer <stefan(a)wintermeyer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Integrating OTRS with e-mail more easily Reply-To: otrs(a)otrs.org Hi Guys, On Mon, Jan 27, Gene Parks wrote: > I have been thinking about this on and off and maybe some of the > functions from Big Brothers mail interface can be of use here. I don't think that the LOCK e-mail as proposed by Moshe is a good idea. I think this is an unnessesary work overhead. I don't wanna send a LOCK e-mail each time I answer a ticket. Most people use the OTRS to handle large amounts of e-mails. So this is not a feasable idea (IMHO). But I see the point, so lets find a good solution. One could be to offer an IMAP port to the OTRS and to take the risk that two people waste the same amount of time to answer a single ticket. The system could dump the second answer to /dev/null because it is allready answered. So first come, first get. Of course this system has to set some default rules (e.g. an answered ticket would be a closed ticket). Or you could send basic commands by an X-Header. But guys, let's don't make things more complicated as nessesary. Many OTRS users don't have a clue what an X-Header is and we are proud that we can offer them a solution which is so easy that anybody can use it. But anyway IMAP could be a good idea. Do we have an IMAP guru here to implement an IMAP port? I don't think this port should be enabled by default, but it is indeed a nice feature for some people and it can be mixed with the standard HTML interface. take care Stefan -- Stefan Wintermeyer Don't say thing like that! Of course we'll see Master Luke again. He'll be quite all right, you'll see. (C3PO) "Star Wars (The Epire Strikes Back)" --__--__-- _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest

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RE: [otrs] Integrating OTRS with e-mail more easily
by Gene Parks 27 Jan '03

27 Jan '03

I have been thinking about this on and off and maybe some of the functions from Big Brothers mail interface can be of use here. Gene -----Original Message----- From: Moshe Leibovitch (SoftLink) [mailto:moshe@softlink.com] Sent: Monday, January 27, 2003 2:57 AM To: 'otrs(a)otrs.org' Subject: [otrs] Integrating OTRS with e-mail more easily Hi, I would like to see this functionality as well. the locking problem can be solved by sending a "LOCK" email at the beginning of the processing by the agent. one of the big advantages of having this interface, is easy integration with hand held devices and cellulars, that do not have a web interface. Regards, Moshe _______________________________________________ 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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Integrating OTRS with e-mail more easily
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi, I would like to see this functionality as well. the locking problem can be solved by sending a "LOCK" email at the beginning of the processing by the agent. one of the big advantages of having this interface, is easy integration with hand held devices and cellulars, that do not have a web interface. Regards, Moshe

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RE: [otrs] A Few Questions...
by Jolet, John 24 Jan '03

24 Jan '03

ah, then we can assume you have successfully collected mail for that address outside of otrs.... -----Original Message----- From: L. Mark Stone [mailto:LMStone@LMStone.com] Sent: Friday, January 24, 2003 6:46 AM To: otrs(a)otrs.org Subject: RE: [otrs] A Few Questions... John, I'm Argent's CIO (probably I should have mentioned this in my first post) and we have configured Exchange to support POP3 and SMTP as we have a number of users worldwide who travel a great deal and must rely on slow dialup connections. They typically use Outlook Express, Eudora, Evolution (without the Exchange connector) or Kmail. Stefan, I'd be happy to document how to configure Exchange for POP3 and SMTP use. But I'd like to get my system working first! :-) On Fri, 2003-01-24 at 07:11, Jolet, John wrote: > on the exchange issue...you DO know that exchange doesn't support pop, imap, > or smtp by default right? run fetchmail or some other pop collector at the > command line to make sure your unix system can collect the mail first. > > -----Original Message----- > From: L. Mark Stone [mailto:LMStone@LMStone.com] > Sent: Thursday, January 23, 2003 5:20 PM > To: otrs(a)otrs.org > Subject: [otrs] A Few Questions... > > > I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm > trying to customize the system for a particular use, and although I've > now read the manual several times, I am clearly missing > something--probably embarrassingly basic! > > Here's what I am trying to accomplish: > > 1. OTRS will be (hopefully!) the front line of a help desk for all > domain users at argenttrading.com. > > 2. The OTRS system is setup on a different domain (lmstone.com) in a > different physical location than Argent. > > 3. Argent's email system is Exchange 2000, so, I set up a new User > account in Exchange called "Trouble(a)argenttrading.com". In this way > Argent users with a problem can send an email to this address (and get > OTRS to auto-reply). > > 3. I customized OTRS via the Root account by adding an Argent queue, a > new OTRS user, a POP3 account (trouble(a)argenttrading.com) and also a > few Salutations, Signatures and auto-response messages. > > 4. I added (I think correctly) the new OTRS user to all three default > groups (by holding down CTRL and selecting all three groups). > > 5. I sent a test message to trouble(a)argenttrading.com. I can log in via > Outlook Web Access and see that the message arrived. > > But, now I have two problems: > > First, OTRS doesn't seem to have gone and collected the test message. > > Second, when I log in to OTRS as the new user I created, the Argent > queue doesn't appear on the front page. It's not clear to me if I need > to somehow "attach" the Argent queue to the new user. Or something else > perhaps! > > > I feel like I haven't understood the "Zen" of OTRS fully, so any > suggestions would be greatly appreciated! > > Thanks, > Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.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

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I can't send tickets
by Ruben Lopez 24 Jan '03

24 Jan '03

Hi, The Customer Users can't send tickets, when trying it shows me the following error: Software error: at /opt/otrs/bin/cgi-bin/../../Kernel/System/Ticket/Number/AutoIncrement.pm line 74. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. I'm using Red Hat 7.3, mysql-3.23.49-3 and apache-1.3.23-11. Thanks for any help. ------- RUBEN DARIO LOPEZ A. Ingeniero de Operaciones Ubiquando Ltda.

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RE: [otrs] A Few Questions...
by Jolet, John 24 Jan '03

24 Jan '03

not an exchange guru, just know that you have to add a piece or pieces of software (which requires a reboot, of course) to add those protocols...i know because i've been bugging MY exchange admin to do it! -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@wintermeyer.de] Sent: Friday, January 24, 2003 6:19 AM To: otrs(a)otrs.org Subject: Re: [otrs] A Few Questions... On Fri, Jan 24, Jolet, John wrote: > on the exchange issue...you DO know that exchange doesn't support pop, imap, > or smtp by default right? run fetchmail or some other pop collector at the > command line to make sure your unix system can collect the mail first. Could some of the Exchange gurus in this mailinglist add a little chapter to the manual which describes how to configure Exchange to do so or which contains a link to such a documentation? I am not familiar with Exchange and I don't wanna be so I can't do it by my self. Thanks! take care Stefan Wintermeyer -- Stefan Wintermeyer What is the Matrix? (Neo) "The Matrix" _______________________________________________ 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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RE: [otrs] A Few Questions...
by Jolet, John 24 Jan '03

24 Jan '03

on the exchange issue...you DO know that exchange doesn't support pop, imap, or smtp by default right? run fetchmail or some other pop collector at the command line to make sure your unix system can collect the mail first. -----Original Message----- From: L. Mark Stone [mailto:LMStone@LMStone.com] Sent: Thursday, January 23, 2003 5:20 PM To: otrs(a)otrs.org Subject: [otrs] A Few Questions... I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm trying to customize the system for a particular use, and although I've now read the manual several times, I am clearly missing something--probably embarrassingly basic! Here's what I am trying to accomplish: 1. OTRS will be (hopefully!) the front line of a help desk for all domain users at argenttrading.com. 2. The OTRS system is setup on a different domain (lmstone.com) in a different physical location than Argent. 3. Argent's email system is Exchange 2000, so, I set up a new User account in Exchange called "Trouble(a)argenttrading.com". In this way Argent users with a problem can send an email to this address (and get OTRS to auto-reply). 3. I customized OTRS via the Root account by adding an Argent queue, a new OTRS user, a POP3 account (trouble(a)argenttrading.com) and also a few Salutations, Signatures and auto-response messages. 4. I added (I think correctly) the new OTRS user to all three default groups (by holding down CTRL and selecting all three groups). 5. I sent a test message to trouble(a)argenttrading.com. I can log in via Outlook Web Access and see that the message arrived. But, now I have two problems: First, OTRS doesn't seem to have gone and collected the test message. Second, when I log in to OTRS as the new user I created, the Argent queue doesn't appear on the front page. It's not clear to me if I need to somehow "attach" the Argent queue to the new user. Or something else perhaps! I feel like I haven't understood the "Zen" of OTRS fully, so any suggestions would be greatly appreciated! Thanks, Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.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

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OTRS 1.0 RC2 Seg.-Fault beim Apache-Start
by Joerg Frings-Fuerst 23 Jan '03

23 Jan '03

Hallo, ich habe mir gerade OTRS 1.0 RC2 als SuSE-rpm gezogen und auf ein frisch installiertes System installiert. Ein Problem : Apache stürzt beim starten mit einem Seg-Fault ab. In keinem Log steht etwas darüber. Wenn ich die apache-httpd.include.conf auskommentiere ist es wieder ok. Zum Testen habe ich mal das Perlrequire-Statement rausgenommen; dann gibts zumindest keinen Seg-Fault mehr. Zur Fehlersuche habe ich mal versucht einzelne use-Klauseln in der Datei apache-perl-startup.pl auszukommentieren : immer wieder Seg-Fault :-(( Irgendeine Idee waran es liegen könnte ? Jörg -- Jörg Frings-Fürst 54526 Landscheid http://www.fixundfoxi.dyndns.info -- Registered Linux User # 280687 ICQ 170365098 GPG Key ID : 9E5F BE06 E208 BAA3

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Install Problem on FreeBSD 4.7
by OTRS 22 Jan '03

22 Jan '03

Can anyone help us out because I have no idea what this means.. We are running FreeBSD 4.7-RELEASE with OTRS 1.0.0 RC2 and everything seems to install okay using the web installer http://192.168.175.117/otrs/bin/cgi-bin/instaler.pl. But when it completes and says you may login to http://192.168.175.117/otrs/bin/cgi-bin/index.pl we get this error. Error: Access denied for user: 'otrs@localhost' (Using password: YES) Comment: Please contact your admin # Bug Report: Click here to report a bug! # Handle: /usr/local/psa/lib/perl5/site_perl/5.005/i386-freebsd/Apache/Registry.pm # Frontend Subfunction: Apache::ROOT192_2e168_2e175_2e117::otrs::bin::cgi_2dbin::index_2epl::handler (v 1.49) # Frontend Line: 123 # Backend Subfunction: Kernel::System::DB::new (v 1.22) # Backend Line: 55 # Backend BackendMessage: Access denied for user: 'otrs@localhost' (Using password: YES) And this is what I'm seeing on the console.. Jan 21 10:56:37 ticket-srv OTRS-CGI-10[1307]: [Error][Kernel::System::DB::new][Line:55]: Access denied for user: 'otrs@localhost' (Using password: YES) Thanks -Brian

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Error in DBUpdate-to-1.0.mysql.sql of RC2
by Andreas Haase 20 Jan '03

20 Jan '03

Hello, in file DBUpdate-to-1.0.mysql.sql there is an sql error in the alter statement beginning in line 100. ALTER TABLE charset MODIFY name VARCHAR (200) NOT NULL, charset VARCHAR (50) NOT NULL, comment VARCHAR (250) ; should be ALTER TABLE charset MODIFY name VARCHAR (200) NOT NULL, MODIFY charset VARCHAR (50) NOT NULL, MODIFY comment VARCHAR (250) ; Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 20 Jan '03

20 Jan '03

In addition to my original message below, when I do the rcapache I get the following: linux:/home/afy/tmp # rcapache restart Shutting down httpd done Starting httpd [ Mailman PERL PHP4]/usr/sbin/rcapache: line 206: 9114 Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf $MODULES >> /var/log/httpd/rcapache.log 2>&1 Syntax OK failed Any Ideas on this and the problem restated below. I am sure I must be doing something wrong. I did do the SuSEConfig first. Thanks, Alan Yorinks First Message: I just installed SuSE 8.1, and tried to install OTRS RC1.0 RPM and get the following message: Exception in ../SRC/services.c, line 299 concerning file not opened Here is what I did to install the RPM: linux:/home/afy/tmp # rpm -ivh otrs-1.0.0-RC1.i*.rpm otrs ################################################## Check OTRS user (/etc/passwd)... otrs exists. SetPermissions.sh <$Revision: 1.15 $> - set OTRS file permissions Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R 0:0 /opt/otrs chown otrs:nogroup /opt/otrs chown otrs:nogroup /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown otrs:nogroup /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown -R otrs:nogroup /opt/otrs/var/ chown -R wwwrun:nogroup /opt/otrs/var/sessions/ chown otrs:nogroup /opt/otrs/var/log/TicketCounter.log chmod -R 755 /opt/otrs/bin/ (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig Exception in ../SRC/services.c, line 299 concerning file not opened Thanks, Alan Yorinks _________________________________________________________________ The new MSN 8: smart spam protection and 2 months FREE* http://join.msn.com/?page=features/junkmail

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OTRS 1.0 RC2!
by Martin Edenhofer 19 Jan '03

19 Jan '03

Hi, this is the second release candidate of OTRS 1.0. Changes: ======== * fixed AgentPhone bug of Time() in subject - Time(DateFormatLong) was shown * added spanisch translation! Thanks to Jorge Becerra! * updated french translation! Thanks to Nicolas Goralski! * updated finnish translation! Thanks to Antti Kämäräinen! * fixed bug 59 (Bug in SELECT statement on empty search form) - http://bugs.otrs.org/show_bug.cgi?id=59 * fixed bug 61 (ArticleStorageInit error ) - http://bugs.otrs.org/show_bug.cgi?id=61 * fixed bug 62 (not working command line utilitity) - http://bugs.otrs.org/show_bug.cgi?id=62 * fixed bug 68 on FreeBSD 4.7 (trying to "compose email" from the agent interface) - http://bugs.otrs.org/show_bug.cgi?id=68 * fixed typos "preferneces != preferences typo" http://lists.otrs.org/pipermail/dev/2003-January/000074.html Thanks to Wiktor Wodecki! * added CheckMXRecord option to webinstaller * added bin/otrs.checkModules to check installed and required cpan modules * small bugfixes Change log: =========== http://otrs.org/cgi-bin/cvsweb.cgi/otrs/CHANGES?rev=1.53&content-type=text/… The OTRS 1.0 RC2 release can be downloaded from the following locations: ========================================================================= ftp://ftp.otrs.org/pub/otrs/ MD5 message digest (128-bit) 72680a60a0686827aa7f40fe728407ae RPMS/suse/7.3/otrs-1.0.0-RC2.i386.rpm 1a011dcd0a1c65339ba8c71e54cba4fa RPMS/suse/8.x/otrs-1.0.0-RC2.i386.rpm 0f4f114bc21eb1b3838db6748ff4f0bb RPMS/redhat/7.x/otrs-1.0.0-RC2.i386.rpm eafc47af8275b709d2d519c632ac2239 SRPMS/suse/7.3/otrs-1.0.0-RC2.src.rpm c18bf86274a164e88f5263b4c346cb6e SRPMS/suse/8.x/otrs-1.0.0-RC2.src.rpm 3df3b9de150bcca32936467192768fa9 SRPMS/redhat/7.x/otrs-1.0.0-RC2.src.rpm d85b99d83da1701d15ae4523c9b92000 otrs-1.0.0-RC2.tar.gz 0dc78c04093714db8fa6d1e5587d2d01 otrs-1.0.0-RC2.tar.bz2 Upgrading from 0.5 to 1.0: ========================== Read the UPGRADING and INSTALL files. New: OTRS on win32: =================== Thanks to Robert Kehl for the OTRS on win32 documentation (http://docu.otrs.org/) There is also a german and english version available at http://www.robertkehl.de/otrs. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl

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AW: [otrs] Error after Update to RC1
by Ralph Müller 19 Jan '03

19 Jan '03

Hello, thanks, everything works fine. But now I have an other question. If I set the status of a ticket to 'Pending reminder' and I go to the view 'Locked tickets', there I can select between 'All', 'Open', 'New', 'Pending' and 'Reminder'. Assume I only have one open ticket with the status 'Pending remider'. I would expect to see the ticket only in the view 'Pending' or 'All'. But if I go to the 'Open', I also see my ticket there even though in the parentheses behind 'Open' stands a 0. Is that the intended behaviour? Best regards Ralph -----Ursprüngliche Nachricht----- Von: Robert Kehl [mailto:robertkehl@robertkehl.de] Gesendet: Montag, 13. Januar 2003 17:23 An: otrs(a)otrs.org Betreff: AW: [otrs] Error after Update to RC1 You have to use a FQDN (Full Qualified Domain Name) in your Personal Account settings. You can set these here: http://localhost/otrs/index.pl?Action=AdminUser <http://localhost/otrs/index.pl?Action=AdminUser> , located under http://localhost/otrs/index.pl?Action=Admin <http://localhost/otrs/index.pl?Action=Admin> . Let us know if it works. Rob -----Ursprüngliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Ralph Müller Gesendet: Montag, 13. Januar 2003 14:11 An: 'otrs(a)otrs.org' Betreff: [otrs] Error after Update to RC1 Hello, the perl version used is v5.6.1 built for i586-linux. I work on a SuSe 7.3 installation. With the new Agent.pm the error does not appear anymore, but the mail is not sent. Instead I keep staying in the 'Create answer' view. When I look at the 'From' field, there stands otrs@localhost, followed by '* invalid OTRS System <otrs@localhost> (fqdn)'!. When I set the option $Self->{CheckEmailAddresses} to '0', everything works well. The full qualified domain name in Config.pm is set correctly (as well as in Defaults.pm). The autoresponse to an incoming mail uses the right from-address (otrs@<fqdn>). Where can I change the 'From'-address used for answers? Thanks in advance Bye Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [ mailto:martin@edenhofer.de <mailto:martin@edenhofer.de> ] Gesendet: Freitag, 10. Januar 2003 18:42 An: otrs(a)otrs.org Betreff: Re: [otrs] Error after Update to RC1 Hi Ralph, On Fri, Jan 10, 2003 at 02:00:20PM +0100, Ralph M?ller wrote: > I just updated from beta8 to RC1. Every thing seems to work well. I can open > new tickets and an autoresponse is sent back to the sender. But if I try to > answer the ticket, I get the following error: > Can't use an undefined value as a HASH reference at > /opt/otrs//Kernel/Output/HTML/Agent.pm line 1138. I can't reproduce this error with my perl versions. Anyway, try the current Kernel/Output/HTML/Agent.pm (1.77) from CVS ( http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/Output/HTML/Agent. pm?rev=1.77 <http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/Output/HTML/Agent .pm?rev=1.77&content-type=text/plain> &content-type=text/plain ) Is it working now? Which perl version do you use? > Bye > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ <http://martin.edenhofer.de/> -- Old programmers never die. They just branch to a new address. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs>

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Re: [otrs] More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 18 Jan '03

18 Jan '03

Martin, I am not sure of the etiquette of this board, so I replied to otrs(a)otrs.org, but just in case you didn't see it, I don't think you actually have a problem. Apparently, when I initially installed SuSE, I also installed an older version of OTRS by accident. So just to check everything out, I reinstalled SuSE making sure that OTRS was not installed, and now all is fine. Sorry about the confusion. I am evaluating OTRS for a small company that is in desperate need of this package and wanted to make sure that the install instructions worked without a hitch. Thanks for the prompt reply. Alan Yorinks >From: Martin Edenhofer <martin(a)edenhofer.de> >Reply-To: otrs(a)otrs.org >To: otrs(a)otrs.org >Subject: Re: [otrs] More: RC1.0/Suse 8.1 Install Problem >Date: Tue, 14 Jan 2003 20:47:40 +0100 > >Hi Alan, > >On Tue, Jan 14, 2003 at 12:59:38AM -0500, Alan Yorinks wrote: > > In addition to my original message below, when I do the rcapache I get >the > > following: > > > > linux:/home/afy/tmp # rcapache restart > > Shutting down httpd > > done > > Starting httpd [ Mailman PERL PHP4]/usr/sbin/rcapache: line 206: 9114 > > Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf > > $MODULES >> /var/log/httpd/rcapache.log 2>&1 > > > > Syntax OK > > failed > > > > Any Ideas on this and the problem restated below. I am sure I must be >doing > > something wrong. I did do the SuSEConfig first. > > [...] > >I think this is my mistake. I added to >/opt/otrs/scripts/apache-httpd.include.conf >a Perlrequire line. I think this is the wrong place. Change it to: > >[...] ># load all otrs modules >#Perlrequire /opt/otrs/scripts/apache-perl-startup.pl >[...] > >restart the webserver and it should work. I fix it for RC2. > > > Thanks, > > Alan Yorinks > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ >-- >"There are two major products that come out of Berkeley: LSD and Unix. >We don't believe this to be a coincidence." -- Jeremy S. Anderson > >_______________________________________________ >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 _________________________________________________________________ MSN 8 with e-mail virus protection service: 2 months FREE* http://join.msn.com/?page=features/virus

3 2

Zooming in
by otrs＠ignore.mine.nu 18 Jan '03

18 Jan '03

Hello! A user question this time :) I've been using 1.0rc1 sinds last tuesday. Wednesday the company I work for had a huge networking problem that caused issues for most of our customers. Talk about grand timing: OTRS saved my ass big time :) :) So thanks for that. I do have one question/issue: When 'zooming' a ticket I would really like to see all the notes (internal+external) all at once, withouth having to click on each individual 'agent (note-internal)'-link. Is this a configurable option, or does it require some recoding? Thanks in advance, -- .''`. | Martin <otrs(a)ignore.mine.nu> : :' : | `. `' | `-

2 2

Another question
by Brian Palmer 15 Jan '03

15 Jan '03

I updated to RC1, (finally) tested the extra escaltion functionality in GenericAgent.pm and it's just what I want. Thanks Martin. Now I have another question. I can input new status definitions in the Admin area without problems, that works great. Is there anywhere that I can limit the valid status defs by queue? Say I want just 'closed successful', and 'closed unsuccessful' for one queue, but I want 'closed successful', 'closed unsuccessful' and 'training issue' for another queue, and maybe another set entirely for a third queue? Regards Brian Palmer "If stupidity got us into this mess, why can't it get us out?" - Will Rogers

3 2

More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 15 Jan '03

15 Jan '03

Martin, Thanks very much for the quick reply. I don't think there is actually a problem. I did not realize, but I had installed an earlier version of OTRS when I installed SuSE. So just to make sure, I reinstalled SuSE (making sure OTRS was not installed), and installed RC1.0, and the problems went away. Sorry about that. Alan Yorink _________________________________________________________________ MSN 8 with e-mail virus protection service: 2 months FREE* http://join.msn.com/?page=features/virus

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Debian: nslookup dependency ?
by otrs＠ignore.mine.nu 14 Jan '03

14 Jan '03

Hi! I can't find this on the Net, but there appears to be a (unstated) dependency. When installing RC1 on a Woody-machine all went well, apart from the adding of a user. Checking the logs I see this error: ----------------------------------------------------------------------------- [Tue Jan 14 12:59:56 2003] [error] [client 192.168.1.2] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl unable to locate nslookup at /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 68 ----------------------------------------------------------------------------- Debian no longer has nslookup as a standard installable package (ie: apt-get install nslookup will not work). Instead Debian opts for 'host' as a utility for querying DNS servers. a simple 'ln -s /usr/bin/host /usr/bin/nslookup' fixed the Internet Server Error, but I suspect that there must be a better way to fix this. Anyway: perhaps this is something for the documentation or something? Thanks again for all the fish, -- .''`. | Martin <otrs(a)ignore.mine.nu> : :' : | `. `' | `-

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Problems installing on FreeBSD 4.7 system
by Jaron Parsons 13 Jan '03

13 Jan '03

Hopefully someone might be able to help me out with some of these installation problems I am having, I hve been hacking my way through it, but have hit a snag, and I am not sure where to go from here. First . About my system I am running FreeBSD 4.7, Apache 1.3.23 with SSL, Mod_perl, mod_php4. It is a beefy system hardware wise, so I don't think that is the issue, but if someone would like to know the specs I would be happy to post them. I have installed all the perl modules from CPAN that are listed in the INSTALL instructions. When I try to run the installer.pl I get a 500 Internal Server error page, and looking at the apache error log I see: [Mon Jan 13 09:07:00 2003] [error] syntax error at /usr/local/www/data.default/pages/OpenTRS/bin/cgi-bin/../../Kernel/Confi g.pm line 539, near "$_;" BEGIN failed--compilation aborted at /www/data/pages/OpenTRS/bin/cgi-bin/installer.pl line 38. [Mon Jan 13 09:07:21 2003] [error] Undefined subroutine &Kernel::Config::LoadSubConfig called at /usr/local/www/data.default/pages/OpenTRS/bin/cgi-bin/../../Kernel/Confi g.pm line 515. I opened the Config.pm and configured a few of the lines thinking it might need that, but I still get the same error. If anyone has any ideas or help I would greatly appreciate it. If I need to send in more info, just let me know what I am lacking. Thanks. Jaron Parsons

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Re: [otrs] Session Management OTRS0.5Beta8
by Diego Fernandez 13 Jan '03

13 Jan '03

Hi Martin, > > Otrs server is Redhat 7.3 and otrs0.5 Beta8 > - If the browser supports http cookies and the browser is closed (without > OTRS logout) there is no possibility to get back to the session (because > the session id (http cookies) is removed on the client machine). My client machine is MS Internet Explorer 5.5 on Windows NT. > PS: To tell OTRS to use http cookies (if browser supports cookies) set > $Self->{SessionUseCookie} to 1 ($Self->{SessionUseCookie}=1;). I set $Self->{SessionUseCookie}=1; I open a browser and login as customer. I can see "My tickets" I close the browser without OTRS logout. I open the browser again and go to my OTRS site It shows me "My Tickets" without asking me for login. I looked at the coockie before and after I closed the browser and It didn't change. What's wrong? > Martin Thanks Diego.

2 1

RE: [otrs] RC 1.0
by Gene Parks 13 Jan '03

13 Jan '03

Thank you Martin. Gene -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, January 13, 2003 2:12 PM To: otrs(a)otrs.org Subject: Re: [otrs] RC 1.0 Hi Gene, On Mon, Jan 13, 2003 at 01:41:20PM -0500, Gene Parks wrote: > Has anyone run into the date and time not showing up on a phoneview > ticket? I'm. :) (It's just if the english language is used.) > In the subject line on mine it shows Phone call at > Time(DateFormatLong). > > Anyone have any ideas where this is generated so I can see why it is > doing this? It's a bug in 1.0 RC1. I fixed it. Use the current Kernel/Language.pm ( http://otrs.org/cgi-bin/cvsweb.cgi/otrs/Kernel/Language.pm) and it will work. > Gene Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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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RE: [otrs] RC 1.0
by Gene Parks 13 Jan '03

13 Jan '03

Has anyone run into the date and time not showing up on a phoneview ticket? In the subject line on mine it shows Phone call at Time(DateFormatLong). Anyone have any ideas where this is generated so I can see why it is doing this? Thanks Gene

2 1

RE: [otrs] HTTP 500 on empty answer click
by Gene Parks 13 Jan '03

13 Jan '03

Okay, here is what was wrong. The system needs nslookup. Martin, why do we need nslookup? Gene -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, January 13, 2003 11:21 AM To: otrs(a)otrs.org Subject: Re: [otrs] HTTP 500 on empty answer click Hi Gene, On Mon, Jan 13, 2003 at 02:56:12AM -0500, Gene Parks wrote: > I am getting a Http 500 Internal server error when clicking empty answer > from the agentfrontend. The logs show error 500 332. Not really sure > what the system is looking for. Maybe it's the same as http://lists.otrs.org/pipermail/otrs/2003-January/000724.html? Update Kernel/Output/HTML/Agent.pm and try it again (restart the webserver if you use mod_perl). If not, there should be more info in the webserver error log. Thanks for your feedback. > Thanks > Gene Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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

2 1

Manual
by Hans Scheffers 13 Jan '03

13 Jan '03

Hi, is there somewehere a manual available for printing, or is this only possible by followig all the index-links? greetz Hans -- Hans Scheffers http://www.jiffie.nl/stamboom/rottweiler Linux Kernel 2.4.18-19 on a i686 - userid 282784 @ http://counter.li.org

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Update SuSE 7.3
by Christoph Kaulich 13 Jan '03

13 Jan '03

Hello, I try to upgrade my SuSE 7.3 version of OTRS to 1.0. First I stop all running services, then I do 'rpm -Uhv otrs-1.0.0-RC1.i386.rpm' but this command doesn't find an end. Nothing happens in the shellor elsewhere. When I kill the command, I can restart the old version without problems. Any hints ? Christoph

2 1

Error after Update to RC1
by Ralph Müller 13 Jan '03

13 Jan '03

Hello, the perl version used is v5.6.1 built for i586-linux. I work on a SuSe 7.3 installation. With the new Agent.pm the error does not appear anymore, but the mail is not sent. Instead I keep staying in the 'Create answer' view. When I look at the 'From' field, there stands otrs@localhost, followed by '* invalid OTRS System <otrs@localhost> (fqdn)'!. When I set the option $Self->{CheckEmailAddresses} to '0', everything works well. The full qualified domain name in Config.pm is set correctly (as well as in Defaults.pm). The autoresponse to an incoming mail uses the right from-address (otrs@<fqdn>). Where can I change the 'From'-address used for answers? Thanks in advance Bye Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Freitag, 10. Januar 2003 18:42 An: otrs(a)otrs.org Betreff: Re: [otrs] Error after Update to RC1 Hi Ralph, On Fri, Jan 10, 2003 at 02:00:20PM +0100, Ralph M?ller wrote: > I just updated from beta8 to RC1. Every thing seems to work well. I can open > new tickets and an autoresponse is sent back to the sender. But if I try to > answer the ticket, I get the following error: > Can't use an undefined value as a HASH reference at > /opt/otrs//Kernel/Output/HTML/Agent.pm line 1138. I can't reproduce this error with my perl versions. Anyway, try the current Kernel/Output/HTML/Agent.pm (1.77) from CVS ( http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/Output/HTML/Agent. pm?rev=1.77&content-type=text/plain ) Is it working now? Which perl version do you use? > Bye > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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

2 1

HTTP 500 on empty answer click
by Gene Parks 13 Jan '03

13 Jan '03

I am getting a Http 500 Internal server error when clicking empty answer from the agentfrontend. The logs show error 500 332. Not really sure what the system is looking for. Any help would be appreciated. Thanks Gene

2 1

RC 1.0
by Gene Parks 13 Jan '03

13 Jan '03

Martin, Are we now storing both the ticketlooping and articles in the database? Gene

2 1

ArticleStorageInit error
by Maarten Engelen 12 Jan '03

12 Jan '03

Hi Martin, well that's what i figured too. ;) So I checked the config.pm and default.pm files and they have correct settings. To be sure I edited Tickets.pm and hard coded the module ArticleStorageDB in it. It gave me exactly the same error. All files are available and the require statement doesn't give an error so there must be something else wrong. I'll past the bit of code that gives the error here: my $StorageModule = 'Kernel::System::Ticket::ArticleStorageDB'; eval "require $StorageModule"; push(@ISA, $StorageModule); $Self->ArticleStorageInit(); It gives me an error at the last line of the code above. I don't know what is going wrong, as I'm not very much into Perl (yet), but why is the module pushed in the @ISA array and than used with a $Self statement? Looks like a strange statement to me, but I may be wrong of course. :) Hope you can help me. Maarten -----Oorspronkelijk bericht----- Van: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Namens Martin Edenhofer Verzonden: zondag 12 januari 2003 18:23 Aan: otrs(a)otrs.org Onderwerp: Re: [otrs] ArticleStorageInit error Hi Maarten, On Sun, Jan 12, 2003 at 06:03:42PM +0100, Maarten Engelen wrote: > I just installed otrs RC1 on my system. When I visit > http://www.domain.com/otrs/index.pl I get a 500 server error. When I > manually run <OTRSHOME>/bin/cgi-bin/index.pl I get the following error: > > Can't locate object method "ArticleStorageInit" via package > "Kernel::System::Ticket" (perhaps you forgot to load > "Kernel::System::Ticket"?) at > /home/otrs/bin/cgi-bin/../../Kernel/System/Ticket.pm line 96. > > Seems like a bug to me, but to be sure if I'm not the one to blaim here I > like to know if there's someone who knows a solution to this problem. > Any help is greatly appreciated. It looks like there is a non existing module defined as "TicketStorageModule" in Kernel/Config.pm. For TicketStorageModule it's 'Kernel::System::Ticket::ArticleStorageFS' or 'Kernel::System::Ticket::ArticleStorageDB' possible. If I set 123 as TicketStorageModule in Kernel/Config.pm I get the following error: [...] [18:19:18 martin@cuba]:~/src/otrs >perl bin/cgi-bin/index.pl [...] Can't locate object method "ArticleStorageInit" via package "Kernel::System::Ticket" (perhaps you forgot to load "Kernel::System::Ticket"?) at /home/martin/src/otrs/bin/cgi-bin/../../Kernel/System/Ticket.pm line 96. [Sun Jan 12 18:19:25 2003] index.pl: Can't locate package 123 for @Kernel::System::Ticket::ISA. [...] -=> The same error message. > Maarten Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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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Re: [otrs] ArticleStorageInit error
by Andreas Grabm�ller (Webmail) 12 Jan '03

12 Jan '03

Have the same problem here... I just commented out the $Self->ArticleStorageInit(); and it seems to work... The following message was sent by "Maarten Engelen" <maarten(a)jvonet.nl> on Sun, 12 Jan 2003 18:53:49 +0100. > Hi Martin, > > well that's what i figured too. ;) So I checked the config.pm and > default.pm files > and they have correct settings. To be sure I edited Tickets.pm and hard > coded the > module ArticleStorageDB in it. It gave me exactly the same error. All files > are available and the require statement doesn't give an error so there > must > be something else wrong. > I'll past the bit of code that gives the error here: > > my $StorageModule = 'Kernel::System::Ticket::ArticleStorageDB'; > eval "require $StorageModule"; > push(@ISA, $StorageModule); > $Self->ArticleStorageInit(); > > It gives me an error at the last line of the code above. > I don't know what is going wrong, as I'm not very much into Perl (yet), > but why is the module pushed in the @ISA array and than used > with a $Self statement? Looks like a strange statement to me, > but I may be wrong of course. :) > > Hope you can help me. > > Maarten > > > -----Oorspronkelijk bericht----- > Van: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Namens Martin > Edenhofer > Verzonden: zondag 12 januari 2003 18:23 > Aan: otrs(a)otrs.org > Onderwerp: Re: [otrs] ArticleStorageInit error > > > Hi Maarten, > > On Sun, Jan 12, 2003 at 06:03:42PM +0100, Maarten Engelen wrote: > > > I just installed otrs RC1 on my system. When I visit > > http://www.domain.com/otrs/index.pl I get a 500 server error. When I > > manually run <OTRSHOME>/bin/cgi-bin/index.pl I get the following error: > > > > Can't locate object method "ArticleStorageInit" via package > > "Kernel::System::Ticket" (perhaps you forgot to load > > "Kernel::System::Ticket"?) at > > /home/otrs/bin/cgi-bin/../../Kernel/System/Ticket.pm line 96. > > > > Seems like a bug to me, but to be sure if I'm not the one to blaim here > I > > like to know if there's someone who knows a solution to this problem. > > Any help is greatly appreciated. > > It looks like there is a non existing module defined as > "TicketStorageModule" > in Kernel/Config.pm. > > For TicketStorageModule it's 'Kernel::System::Ticket::ArticleStorageFS' > or > 'Kernel::System::Ticket::ArticleStorageDB' possible. > > If I set 123 as TicketStorageModule in Kernel/Config.pm I get the following > error: > > [...] > [18:19:18 martin@cuba]:~/src/otrs >perl bin/cgi-bin/index.pl > [...] > Can't locate object method "ArticleStorageInit" via package > "Kernel::System::Ticket" (perhaps you forgot to load > "Kernel::System::Ticket"?) at > /home/martin/src/otrs/bin/cgi-bin/../../Kernel/System/Ticket.pm line 96. > [Sun Jan 12 18:19:25 2003] index.pl: Can't locate package 123 for > @Kernel::System::Ticket::ISA. > [...] > > -=> The same error message. > > > Maarten > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > Perfection is our goal, excellence will be tolerated. -- J. Yahl > > _______________________________________________ > 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 > > > > _______________________________________________ > 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

ArticleStorageInit error
by Maarten Engelen 12 Jan '03

12 Jan '03

Hi all, I just installed otrs RC1 on my system. When I visit http://www.domain.com/otrs/index.pl I get a 500 server error. When I manually run <OTRSHOME>/bin/cgi-bin/index.pl I get the following error: Can't locate object method "ArticleStorageInit" via package "Kernel::System::Ticket" (perhaps you forgot to load "Kernel::System::Ticket"?) at /home/otrs/bin/cgi-bin/../../Kernel/System/Ticket.pm line 96. Seems like a bug to me, but to be sure if I'm not the one to blaim here I like to know if there's someone who knows a solution to this problem. Any help is greatly appreciated. Thanks, Maarten

2 1

Install Problems
by Brian Gallucci 12 Jan '03

12 Jan '03

We are running FreeBSD 4.6 web05# uname -a FreeBSD web05.expnet.net 4.6-STABLE FreeBSD 4.6-STABLE We have downloaded (otrs-0.5-BETA8.tar) and we are following the steps in the INSTALL file and here what we get.. Step 1. Install all the perl mods / Done Good Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/OpenTRS/bin/cgi-bin/index.pl /opt/OpenTRS/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/OpenTRS/bin/PostMaster.pl /opt/OpenTRS/bin/PostMaster.pl syntax OK $shell:~> If you get "syntax OK" it seems to be Ok. Go ahead. Well when we run (perl -cw /opt/OpenTRS/bin/cgi-bin/index.pl) this is what we get.. web05# perl -cw /opt/OpenTRS/bin/cgi-bin/index.pl syntax error at /opt/OpenTRS/bin/cgi-bin/../../Kernel/Config.pm line 539, near "$_;" BEGIN failed--compilation aborted at /opt/OpenTRS/bin/cgi-bin/index.pl line 48. and (perl -cw /opt/OpenTRS/bin/PostMaster.pl) web05# perl -cw /opt/OpenTRS/bin/PostMaster.pl syntax error at /opt/OpenTRS/bin/..//Kernel/Config.pm line 539, near "$_;" BEGIN failed--compilation aborted at /opt/OpenTRS/bin/PostMaster.pl line 41. This may be something stupid, But please forgive us we are not Unix programmers but we are trying. Thanks for any help you can offer. -Brian

3 5

Error with phone tickets
by Hans Scheffers 11 Jan '03

11 Jan '03

When logging a phone message I get the following error: Software error at /opt/otrs/Kernel/..../DateChecksum.pm What does it mean? greetz Hans --

3 4

Session Management OTRS0.5Beta8
by Diego Fernandez 10 Jan '03

10 Jan '03

Hi Martin, I have instaled Redhat 7.3 and otrs0.5 Beta8 I have the following config.pm (See attached file: Config.pm) I have the following session.pm (See attached file: Session.pm) If I'm loged as customer or agent and I close the internet explorer, without logout, when I open another internet explorer, and look at Session Managment, I can see three sessions running, But I noticed that after some time (more or less two hours) they disappeared from that page. How does sessions works at OTRS? I want to know if sessions remain opened, won't the system become slower each time a session is opened? Thanks. Diego.

2 1

print report
by Jon Conkle 10 Jan '03

10 Jan '03

OTRS has been up and running nicely for almost a month now. We're very happy with it here at work. However, one question. Is there any way to print up a full report for closed tickets? Thanks, Jon Conkle

2 5

Error after Update to RC1
by Ralph Müller 10 Jan '03

10 Jan '03

Hello, I just updated from beta8 to RC1. Every thing seems to work well. I can open new tickets and an autoresponse is sent back to the sender. But if I try to answer the ticket, I get the following error: Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/Output/HTML/Agent.pm line 1138. Any ideas? Thanks in advance Bye Ralph

2 1

RC 1.0
by Hans Scheffers 10 Jan '03

10 Jan '03

Hi, after installing the RC on a RedHat 8.0 system I get the following error when trying to log in ( = loading index.pl or instller.pl): error_log apache: Fri Jan 10 11:11:30 2003] [error] [Fri Jan 10 11:11:30 2003] null: Got no ConfigObject! at /opt/otrs//Kernel/System/WebRequest.pm line 33. at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301. Anyone ? $-) -- Hans Scheffers http://www.jiffie.nl/stamboom/ Be different: conform. Linux Kernel 2.4.18-19 on a i686 - userid 282784 @ http://counter.li.org

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[Fwd: RC 1.0]
by Hans Scheffers 10 Jan '03

10 Jan '03

Sorry, the system is Redhat 7.2 Could that be the problem? There is no difference if I use teh rpm or the tarball greetz -----Forwarded Message----- > From: Hans Scheffers <hans(a)jiffie.nl> > To: otrs(a)otrs.org > Subject: RC 1.0 > Date: 10 Jan 2003 11:18:43 +0100 > > Hi, > after installing the RC on a RedHat 8.0 system I get the following error > when trying to log in ( = loading index.pl or instller.pl): > > error_log apache: > > Fri Jan 10 11:11:30 2003] [error] [Fri Jan 10 11:11:30 2003] null: Got > no ConfigObject! at /opt/otrs//Kernel/System/WebRequest.pm line 33. at > /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301. > > Anyone ? $-) > -- > Hans Scheffers > http://www.jiffie.nl/stamboom/ > > Be different: conform. > > > Linux Kernel 2.4.18-19 on a i686 - userid 282784 @ http://counter.li.org -- Hans Scheffers http://www.jiffie.nl/stamboom/ At these prices, I lose money -- but I make it up in volume. -- Peter G. <Alaquon Linux Kernel 2.4.18-19 on a i686 - userid 282784 @ http://counter.li.org

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OTRS with Apache2 + mod_perl-2 (mod_perl-1.99_07 / Beta)
by Jason McCormick 10 Jan '03

10 Jan '03

Has anyone successfully gotten OTRS to work with Apache2 + mod_perl-2 (mod_perl-1.99_07)? I've finally conquered one problem and hit another. The first problem I had was not being able to run installer.pl. The error_log reported the following: [Thu Jan 02 16:55:37 2003] [error] 27204: ModPerl::Registry: Can't locate Kernel/Config.pm in @INC (@INC contains: //../..m /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/OpenTRS/bin/cgi-bin/installer.pl line 39. BEGIN failed--compilation aborted at /opt/OpenTRS/bin/cgi-bin/installer.pl line 39. If you look in this message the first include path is //../.. which is being returned from the following in installer.pl: # OTRS root directory use FindBin qw($Bin); use lib "$Bin/../.."; The 'use lib' statement is setting //../.. instead of /opt/OpenTRS/bin/cgi-bin/../.. which seems to me that mod_perl is thinking that the perl script is running from / to the webserver. So to combat this I tried hard-coding an include path in perlstart.pl that I'm calling in PerlRequire in httpd.conf which seems to make it find Kernel/Config.pm but now fails with the following: [Fri Jan 03 14:38:14 2003] [error] 14175: ModPerl::Registry: Can't read ../../Kernel/Output/HTML/Standard/Header.dtl: No such file or directory at /opt/OpenTRS//Kernel/Output/HTML/Generic.pm line 193. I'm assming the same problem with the @INC issue is the same ../../ problem. Can anyone help me? It seems that the script is running in almost a chroot-type environment. -- Jason McCormick Network/Systems Administrator - Lexi-Comp, Inc. Ph: 330.656.0239 Fax: 330.656.4307 Email: jason.mccormick(a)lexi.com Public Key: http://bamboo.lexi.com/~jmccormick/public-keys.php

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Cronjobs
by Hans Scheffers 10 Jan '03

10 Jan '03

Hi, There is one cronjob, giving me the following output: /bin/sh: CHANGES: command not found this looks like something is trying to run everything in /opt/OpenTRS ??? any ideas? -- Hans Scheffers http://www.jiffie.nl/stamboom/ I can't stand squealers; hit that guy. -- Albert Anastasia Linux Kernel 2.4.18-19 on a i686 - userid 282784 @ http://counter.li.org

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OTRS 1.0 RC1!
by Martin Edenhofer 10 Jan '03

10 Jan '03

Hi, this is the first release candidate of OTRS 1.0. Major-Changes: ============== * switched to new config mechanism * moved default location form /opt/OpenTRS to /opt/otrs * Bulgarian translation! Thanks to Vladimir Gerdjikov! * Dutch translation! Thanks to Fred van Dijk! * Finnish translation! Thanks to Antti Kämäräinen! * updated French translation! Nicolas Goralski! * MX record check on email and user forms * spell ckecker for agent interface * ticket storage backend for filesystem and database (easier for user with global httpd user - not otrs user) * attachment support for customer panel * pending feature for tickets * attachments support for std. responses * ticket print view (AgentTicketPrint) * bin/PostMasterPOP3.pl and AdminPOP3 interface for fetching emails without procmail, fetchmail and MDA * fixed attachment filename bug for IE (not the whole path like c:\Documents\test.jpg) Change log: =========== http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/CHANGES?rev=1.47&content… The OTRS 1.0 RC1 release can be downloaded from the following locations: ========================================================================= ftp://ftp.otrs.org/pub/otrs/ MD5 message digest (128-bit) c433bbf67154b69f941fc1ddba234bdc RPMS/suse/7.3/otrs-1.0.0-RC1.i386.rpm f0b086221771c6a43c60a368289ead0a RPMS/suse/8.x/otrs-1.0.0-RC1.i386.rpm d951c47388dcaf354de0d79f75dd0985 RPMS/redhat/7.x/otrs-1.0.0-RC1.i386.rpm 467897f42e144029fdf5d7bc62b85b21 SRPMS/suse/7.3/otrs-1.0.0-RC1.src.rpm 5b605c5cd14a4f48d09152b892c50a48 SRPMS/suse/8.x/otrs-1.0.0-RC1.src.rpm e0ef819bfd2d54b00de3f022189e593e SRPMS/redhat/7.x/otrs-1.0.0-RC1.src.rpm 210ec30ea22eb9af4baad88a1d7e1771 otrs-1.0.0-RC1.tar.gz 3ce708218e9b8f13bd474440c70d8e71 otrs-1.0.0-RC1.tar.bz2 Upgrading from 0.5 to 1.0: ========================== Read the UPGRADING and INSTALL files. Have a lot of fun! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972

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Re: [otrs] customer.pl
by Wily E. Coyote 08 Jan '03

08 Jan '03

Hi Martin, in Customer User Managment this user has a CustomerID (Vorname.Nachname(a)domain.org) sven ---- Original Message ---- From: martin(a)edenhofer.de To: otrs(a)otrs.org, Subject: Re: [otrs] customer.pl Date: Tue, 7 Jan 2003 20:16:55 +0100 >Hi Sven, > >On Tue, Jan 07, 2003 at 01:06:02PM +0100, Wily E. Coyote wrote: >> if i try to insert troubletickets via customer_agent, the system >give >> an error back to me >> >> Error: No permission >> Handle: >/usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm >> Frontend Subfunction: Kernel::Modules::CustomerZoom::Run (v1.1) >> Frontend Line: 209 >> Backend Subfunction: (v) >> >> i have BETA8 installed... > >Check the CustomerID of the CustomerUser (Admin-Interface). Is there >one? >If yes, which? > >> THANX >> sven > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - >http://martin.edenhofer.de/ >-- >"There are two major products that come out of Berkeley: LSD and >Unix. >We don't believe this to be a coincidence." -- Jeremy S. Anderson > >_______________________________________________ >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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customer.pl
by Wily E. Coyote 07 Jan '03

07 Jan '03

hallo, if i try to insert troubletickets via customer_agent, the system give an error back to me Error: No permission Handle: /usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm Frontend Subfunction: Kernel::Modules::CustomerZoom::Run (v1.1) Frontend Line: 209 Backend Subfunction: (v) i have BETA8 installed... THANX sven

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Software error at the AgentPhone page
by murahashi 07 Jan '03

07 Jan '03

I'm walking around on newest cvs version and I faced at an software error at the AgentPhone. After clicking 'store' button, Software error: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 99. For help, please send mail to the webmaster (admin), giving this error message and the time and date of the error. httpd/error showed: [Tue Jan 7 17:47:09 2003] index.pl: Invalid conversion in printf: "%v" at /home/sites/site16/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 92. ERROR: OTRS-CGI-10 Perl: %vd OS: linux Time: Tue Jan 7 17:47:09 2003 Message: Can't open /home/sites/otrs1.kidanet.com/otrs/var/log/TicketCounter.log: Permission denied Traceback (5750): Module: Kernel::System::Ticket::Number::DateChecksum::CreateTicketNr Line: 95 Module: Kernel::Modules::AgentPhone::Run Line: 305 Module: /home/sites/otrs1.kidanet.com/otrs/bin/cgi-bin/index.pl Line: 560 [Tue Jan 7 17:47:09 2003] index.pl: Use of uninitialized value at /home/sites/site16/otrs/bin/cgi-bin/../../Kernel/cpan-lib/CGI/Carp.pm line 375. [Tue Jan 7 17:47:09 2003] index.pl: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 99. at /home/sites/site16/otrs/bin/cgi-bin/../../Kernel/cpan-lib/CGI/Carp. pm line 301. Should I do any more permission change? Shozo

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Initial Configuration Problems
by L. Mark Stone 07 Jan '03

07 Jan '03

I'm running SuSE 8.1. I installed OTRS when I installed SuSE, but I never configured it. I recently installed beta 8 from rpm using YaST. I use Apache to host other web sites, so to avoid changing the Apache user from wwwrun I ran the SetPermissions script. I also configured the otrs user account in MySQL and initialized the databases by hand. When I go to do the first login as root, I get a 500 Server Error. The Apache log file shows: Jan 5 22:00:54 2003] index.pl: DBI->connect(database=OpenTRS;host=localhost;:OpenTRS) failed: Access denied for user: 'otrs@localhost' (Using password: YES) at /opt/OpenTRS//Kernel/System/DB.pm line 61 [Sun Jan 5 22:00:54 2003] index.pl: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 131. [Sun Jan 5 22:00:57 2003] [error] [client 127.0.0.1] File does not exist: /srv/www/htdocs/favicon.ico [Sun Jan 5 22:01:10 2003] index.pl: Subroutine GenericModules redefined at /opt/OpenTRS/bin/cgi-bin/index.pl line 228, <TEMPLATEIN> line 131. [Sun Jan 5 22:01:10 2003] index.pl: DBI->connect(database=OpenTRS;host=localhost;:OpenTRS) failed: Access denied for user: 'otrs@localhost' (Using password: YES) at /opt/OpenTRS//Kernel/System/DB.pm line 61 [Sun Jan 5 22:01:10 2003] index.pl: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 262. [Sun Jan 5 22:01:20 2003] index.pl: Subroutine GenericModules redefined at /opt/OpenTRS/bin/cgi-bin/index.pl line 228, <TEMPLATEIN> line 262. [Sun Jan 5 22:01:20 2003] index.pl: DBI->connect(database=OpenTRS;host=localhost;:OpenTRS) failed: Access denied for user: 'otrs@localhost' (Using password: YES) at /opt/OpenTRS//Kernel/System/DB.pm line 61 [Sun Jan 5 22:01:20 2003] null: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 262. [Sun Jan 5 22:01:20 2003] [error] PerlRun: `Can't call method "prepare" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 139, <TEMPLATEIN> line 262. (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 262. ' Any help in pinpointing this problem would be appreciated. I'm not a programmer (though I can compile and install apps from sources OK), so this level of debugging is a challenge! TIA, Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com

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RE: [otrs] Integrating OTRS with e-mail more easily
by Nick Loman 06 Jan '03

06 Jan '03

Hi guys, Thanks for the responses. Gene Parks is right that I want to run everything from e-mail, whilst taking advantage of the Web backend as a history/repository/analysis resource. Stefan, you raise a good point which is that locking is difficult via e-mail (i.e. I start writing a reply to a ticket and someone else gets in there first and we both end up replying to the message -- annoying). In our situation we only have a small number of agents and it is usually fairly intuitive who should answer each support query, so I believe the locking issue is slightly reduced. You could resolve the problem by sending out new ticket notifications to each agent. If an agent wants to reply they just click a link to lock it to them, or reply with 'lock' in the message body. If someone has already locked an error message could come back. Then the agent can reply to the success message, with the reply going straight to the original ticket raiser. An auto-unlock kicks in after a while. Having the OTRS database accessible out of an IMAP server is a brilliant idea -- that would integrate with our local systems pretty nicely, but suspect that is quite a bit more work. I think just a basic email command interface like Martin suggests would be a good enough solution for us in the first instance. Should I go about trying to hack one together, or would it be better to leave it to an OTRS expert? Many thanks, Nick.

3 2

RE: [otrs] Escalation actions question.
by Brian Palmer 06 Jan '03

06 Jan '03

Thanks Martin, That's great, and it saves me from butchering the OTRS code to try to accomplish it. I'll grab the CVS tonight and try it out. Much appreciated. B -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, January 05, 2003 9:15 AM To: otrs(a)otrs.org Subject: Re: [otrs] Escalation actions question. Hi Brian, On Thu, Jan 02, 2003 at 04:59:13PM -0500, Brian Palmer wrote: > I'm looking at using OTRS for first line help desk use. It looks like it'll > do a large part of what I want. However, one thing I'd like is a little > more control over escalation. I'd like the option to outline in the queue > definition what will happen when a ticket hits it's escalation time. What > I'm trying to accomplish is to move it to a seperate queue, and then send an > email to an admin defined email address. Anyone know of a way to do > something like that? Is something like that going to be a possibility in an > upcoming release? I added something like that to the bin/GenericAgent.pl (CVS or 1.0). -=> GenericAgent.pl looks in your system for escalation tickets and if the bin/GenericAgent.pl found one you can do some actions on it (move, set state, set owner, add note and execute a command line program (new!)). Kernel/Config/GenericAgent.pm [...] # -- # [name of job] -> move all tickets from xyz to experts # -- 'move escalation ticket to experts and execute CMD' => { # get all tickets with this properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id CMD => '/path/to/your/program', }, }, # -- [...] This should solve your problem! .) > By the way, I'm running OTRS on an OpenBSD box and it's running perfectly > fine. Fine! :) > Brian Palmer Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 3:02pm up 73 days, 17:38, 5 users, load average: 0.27, 0.27, 0.10 _______________________________________________ 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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Escalation actions question.
by Brian Palmer 05 Jan '03

05 Jan '03

I'm looking at using OTRS for first line help desk use. It looks like it'll do a large part of what I want. However, one thing I'd like is a little more control over escalation. I'd like the option to outline in the queue definition what will happen when a ticket hits it's escalation time. What I'm trying to accomplish is to move it to a seperate queue, and then send an email to an admin defined email address. Anyone know of a way to do something like that? Is something like that going to be a possibility in an upcoming release? By the way, I'm running OTRS on an OpenBSD box and it's running perfectly fine. Regards, Brian Palmer bpalmer(a)dolfin.com

2 1

AW: [otrs] Multiple version on one machine
by Krcek, David 03 Jan '03

03 Jan '03

ur welcome -----Ursprüngliche Nachricht----- Von: murahashi [mailto:murahashi@ayayu.com] Gesendet: Freitag, 3. Januar 2003 11:10 An: otrs(a)otrs.org Betreff: Re: [otrs] Multiple version on one machine Hi, David, Thank you for your quick reply. Wow, nice! I got it. You help is perfect for me. Thank you. ----- Original Message ----- From: "Krcek, David" <david.krcek(a)ibex-ag.de> To: <otrs(a)otrs.org> Sent: Friday, January 03, 2003 6:41 PM Subject: AW: [otrs] Multiple version on one machine > Hi Murahashi, > > IMHO you can install multiple versions on one maschine. > Ok what do you need ? > 1. You need 2 or more databases (i.e. "OTRS" and "OTRS1"). Maybe 2 or > more OTRS user. 2. Install the software on two different directories > (i.e. /opt/OTRS and > /opt/OTRS1) > I think the installation with the tarball file is better than rpm > for this. 3. Configure your apache (2 ScriptAlias's or mod_perl) > 4. Configure your OTRS systems (User, Databases, TicketID and so on) > 5. Cofigure CVS for your "Development System". > > CU > > > IBEX AG > David Krcek > Leiter Management Informations Systeme > Linker Kreuthweg 9 > 86444 Augsburg-Mühlhausen > +49 8207 96 11- 354 > +49 151 12 01 60 60 > > > -----Ursprüngliche Nachricht----- > Von: murahashi [mailto:murahashi@ayayu.com] > Gesendet: Freitag, 3. Januar 2003 10:31 > An: otrs(a)otrs.org > Betreff: [otrs] Multiple version on one machine > > > Hi list, > > I already installed 0.5B8. I would like to install coming new version > on the > same machine from CVS. Can I install multiple version on one machine? > If yes, how? I mean can I use both of production and test environment > on one machine? > > I can't find similar description in doc and maillist. > Thank you. > Murahashi > > _______________________________________________ > 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 > _______________________________________________ > 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 > _______________________________________________ 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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AW: [otrs] Multiple version on one machine
by Krcek, David 03 Jan '03

03 Jan '03

Hi Murahashi, IMHO you can install multiple versions on one maschine. Ok what do you need ? 1. You need 2 or more databases (i.e. "OTRS" and "OTRS1"). Maybe 2 or more OTRS user. 2. Install the software on two different directories (i.e. /opt/OTRS and /opt/OTRS1) I think the installation with the tarball file is better than rpm for this. 3. Configure your apache (2 ScriptAlias's or mod_perl) 4. Configure your OTRS systems (User, Databases, TicketID and so on) 5. Cofigure CVS for your "Development System". CU IBEX AG David Krcek Leiter Management Informations Systeme Linker Kreuthweg 9 86444 Augsburg-Mühlhausen +49 8207 96 11- 354 +49 151 12 01 60 60 -----Ursprüngliche Nachricht----- Von: murahashi [mailto:murahashi@ayayu.com] Gesendet: Freitag, 3. Januar 2003 10:31 An: otrs(a)otrs.org Betreff: [otrs] Multiple version on one machine Hi list, I already installed 0.5B8. I would like to install coming new version on the same machine from CVS. Can I install multiple version on one machine? If yes, how? I mean can I use both of production and test environment on one machine? I can't find similar description in doc and maillist. Thank you. Murahashi _______________________________________________ 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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RE: [otrs] Integrating OTRS with e-mail more easily
by Gene Parks 03 Jan '03

03 Jan '03

I know exactly what Nick is looking for. There is a program out there that does exactly that. http://www.perldesk.com. Now we switched from perldesk to otrs and love otrs. It is a bit more scalable and has a lot more features that perldesk does not. Otrs is easier to configure in the long run than perldesk but perldesk has the advantage of email control. Basically Nick wants to run everything from email. Which by the way is a good thing is some respects. The only thing perldesk can not do, if I remember correctly, is close the ticket from email. You guys should check it out just to see if there is anything there worth adding to otrs. Thanks Gene Parks VIP Direct Atlanta

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Integrating OTRS with e-mail more easily
by Nick Loman 02 Jan '03

02 Jan '03

Hi guys, I am using OTRS which is great. I would like to use it in a slightly different way to the out-of-the-box configuration and wonder if you have any advice on how to do it; When a support ticket comes in, I do a CC to all of the agents at the same time. What I would like is if the agent could respond to the OTRS ticket via e-mail, rather than the web interface. OTRS should then store that response in the thread, and update any appropriate ticket parameters. It would also be nice if you could close tickets via e-mail. I like the web interface as a "repository" and archive, but would rather not have to check it all the time as e-mail is really such a (relatively) instant medium. Any tips? Nick.

3 2

Good Morning
by Jarek Bucholc 30 Dec '02

30 Dec '02

Installation went without big problems. I Had installed using RPM on Suse 8.0 . While using installer.pl I has small problem with sql Schema.but I have managed to install database including initial insert. after restarting OTRS ( no problems) I can not login using root@localhost <mailto:root@localhost> root . saying login invalid !!! Any sugestions ? Thank you

2 1

downloading CVS problem
by Diego Fernandez 27 Dec '02

27 Dec '02

I'm trying to download the entire CVS following the instrucctions at http://otrs.org/pages/index.pl?Site=Download "... The CVS tree has read only anonymous access. Follow these simple steps and you can have your very own copy of the CVS tree. To get the current code: cvs -d :pserver:anonymous@cvs.otrs.org:/home/cvs login (the password is: cvs) " and got this: " [root@helpdesk root]# cvs -d :pserver:anonymous@cvs.otrs.org:/home/cvs login Logging in to :pserver:anonymous@cvs.otrs.org:2401/home/cvs CVS password: cvs [login aborted]: connect to cvs.otrs.org(62.146.142.37):2401 failed: Connect ion timed out [root@helpdesk root]# " If I do the other option: " cvs -z3 -d :pserver:anonymous@cvs.otrs.org:/home/cvs co otrs " I've got this: "[root@helpdesk root]# cvs -z3 -d :pserver:anonymous@cvs.otrs.org:/home/cvs co ot rs cvs [checkout aborted]: connect to cvs.otrs.org(62.146.142.37):2401 failed: Conn ection timed out [root@helpdesk root]# " How can I do to download it? Thanks, Diego.

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RE: [otrs] Error ? is it because I have on amd kernel ?
by Jarek Bucholc 24 Dec '02

24 Dec '02

I have MySQL version 3.23.52 Perl version 5.8.0 Thank you and Merry Chrismas for all of you . -----Original Message----- From: Krcek, David [mailto:david.krcek@ibex-ag.de] Sent: December 24, 2002 4:04 AM To: 'Jarek Bucholc ' Subject: AW: [otrs] Error ? is it because I have on amd kernel ? Hi Jarek, what's your DB and PERL Version ? Greetings David P.S: BTW Merry Christmas to all guys who made otrs real. Special THx to Martin, you do a great job.... -----Originalnachricht----- Von: Jarek Bucholc An: 'otrs(a)otrs.org' Gesendet: 23.12.02 19:11 Betreff: [otrs] Error ? is it because I have on amd kernel ? Hello Gentlemen's and Ladies I have installed the newest rpm , suse 8.0 on amd machine ( amd kernel) Installation process went fine including creation of the database. While login unfortunately getting this error. Software error: Can't call method "prepare" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 139. Any guidance very welcome Thank you Jarek INVALID HTML

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Error ? is it because I have on amd kernel ?
by Jarek Bucholc 23 Dec '02

23 Dec '02

Hello Gentlemen's and Ladies I have installed the newest rpm , suse 8.0 on amd machine ( amd kernel) Installation process went fine including creation of the database. While login unfortunately getting this error. Software error: Can't call method "prepare" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 139. Any guidance very welcome Thank you Jarek

2 1

How to delete Internal-Note?
by Horna, Thomas 20 Dec '02

20 Dec '02

Hi, is it possible to delete or change content of Internal-Note at all? regards Thomas W. Horna ------------ "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson ------------

2 1

Re: [otrs] Customer Session automatic closing when closing ie.
by Diego Fernandez 19 Dec '02

19 Dec '02

Hi Martin, > Hi Bastian, > On Tue, Nov 12, 2002 at 10:36:12AM +0100, Bastian Hoyer wrote: > > > That's a problem of http. The browser send no info to the webserver > > > wenn the browser is closed. -=> Can't close sessions automatically. > > > > afaik you can set the lifetime of an cookie so that it gets deleted when > > the browser is closed. > Cool! Thanks Bastian. > I removed the lifetime for cookies in the "customer frontend". I cannot find the changes you made, and neither understand. What should I change or configure for closing sessions after closing browser? > -=> Session is closed after closing browser! > CVS updated. > > Bastian > Martin Thanks, Diego.

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Re:Re troubels with postmaster or ?
by hb 19 Dec '02

19 Dec '02

--__--__-- Message: 3 Date: Thu, 19 Dec 2002 12:59:09 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] troubels with postmaster or ? Reply-To: otrs(a)otrs.org Hi, On Thu, Dec 19, 2002 at 01:51:10AM +0100, EDV-Bieger office wrote: >> First thx for the realy good RT system. >Thanks! .) >> But after 30 Minutes it brings the folloing errormessages and stop working >> [...] >> -> from log /var/log/warn after sending a Email to OTRS system Email >> Dec 19 00:50:11 tracker OTRS-PM[2422]: >> [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID >> for new found! >> Dec 19 00:50:11 tracker OTRS-PM[2422]: >> [Error][Kernel::System::Ticket::CreateTicketDB][Line:150]: No StateID!!! >> Dec 19 00:50:11 tracker OTRS-PM[2422]: >> [Error][Kernel::System::Ticket::SetCustomerNo][Line:404]: Need TicketID! >> Dec 19 00:50:11 tracker OTRS-PM[2422]: >> [Error][Kernel::System::Ticket::Article::CreateArticle][Line:56]: Need Ti >> [...] >> on the Webinterface you can produce a similar output when you try to open a >> phoneticket >> [...] >That's strange. The problem is the database lookup for e. g. State->StateID! >Changed you the database settings or something in Kernel/Config.pm? Try to >restart the database (rcmysql restart) and webserver (rcapache restart)? i didnt any change (now), OTRS running his first 30 minutes and myself played with the webinterface. restart of httpd and mysqld doesnt work. I read a similar message in the archive of the mailinglist (bevor i wrote my mail) (august i think ) but with younger versions of the config file and OTRS (beta5) >Annyway, if you drop the database and setup a new one (README.database or web >installer) it should work fine. Commenting the security line in Config pem with # do chmod wwwrun:nogroup /opt/OpenTRS/Kernel/Config.pm ---------------------------------------------- --------------------- New Database work but i cant log in now error Message like: user root@localhost cant log in Passwort:YES ok ....(zensured)...... ;) I drop the database ,deinstall the rpm ,after uninstall complete rm the rest in /opt and ... (flugs) compiled it new ..... Now it seems to work ... but dont ask me why .. this are the only changes i did. Now i search some logs and other files to found answers ........ ------------------------------------------------------ die Betroffenen, sind meist weit weniger betroffen als die nicht Betroffenen .......... hb

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Re: [otrs] Ticket Age
by Diego Fernandez 19 Dec '02

19 Dec '02

Martin Edenhofer Para: otrs(a)otrs.org <martin@edenh cc: ofer.de> Asunto: Re: [otrs] Ticket Age Enviado por: otrs-admin@ot rs.org 12/19/02 01:21 PM Por favor, responda a otrs > Hi Diego, > Quoting Diego Fernandez <DFernandez(a)openware.biz>: > > I'm here > > http:// [...]/index.pl?Action=AgentStatusView&SortBy=Age&Order=Up&Limit=400 > > > > and I noticed that U and D order for ticket Age, are inverted. > > > > Which archive do I have to change to correct this? > Kernel/Modules/CustomerTicketOverView.pm ~146 > [...] > if ($Self->{Order} eq 'Down') { > $SQL .= " DESC"; > } > else { > $SQL .= " ASC"; > } > [...] > to: > [...] > if ($Self->{Order} eq 'Down') { > $SQL .= " ASC"; > } > else { > $SQL .= " DESC"; > } > [...] This inverted all the items: ticket#, CustomerID, Age, etc. That is not the thing! The only one to inver is Age the other are ok. thanks, Diego.

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Almost there, just two questions
by Hans Scheffers 19 Dec '02

19 Dec '02

So the system is working at the moment, I just have 2 questions left: Is it possible to assign a sound to incoming messages? How do I assign a different auto-reply to a queue ( so help reply to a help-request, info reply to a info request)? greetz Hans

2 1

Ticket Age
by Diego Fernandez 19 Dec '02

19 Dec '02

Hi Martin. I'm here http://helpdesk.openware.biz/otrs/index.pl?Action=AgentStatusView&SortBy=Ag… and I noticed that U and D order for ticket Age, are inverted. Which archive do I have to change to correct this? Thanks, Diego.

2 1

Maillogging (Was: Sendmail config)
by Hans Scheffers 19 Dec '02

19 Dec '02

Martin, Using the webform.pl, I get the following in my mail log: Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: Authentication-Warning: mail.jiffie.nl: nobody set sender to Hans using -f Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: forward /opt/OpenTRS//.forward.mail+: Group writable directory Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: forward /opt/OpenTRS//.forward+: Group writable directory Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: forward /opt/OpenTRS//.forward.mail: Group writable directory Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: forward /opt/OpenTRS//.forward: Group writable directory Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: from=Hans, size=336, class=0, nrcpts=1, msgid=<200212191414.gBJEEMw09689(a)mail.jiffie.nl>, relay=nobody@localhost Dec 19 15:14:22 mail procmail[9693]: Suspicious rcfile "/opt/OpenTRS//.procmailrc" Dec 19 15:14:22 mail sendmail[9692]: gBJEEMw09689: to=Misc <otrs@localhost>, ctladdr=Hans (509/508), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30336, dsn=2.0.0, stat=Sent After this, the mail is in /var/spool/mail/otrs, not in the otrs system greetz Hans

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Text free, article free
by Diego Fernandez 19 Dec '02

19 Dec '02

Hi Martin, I'm at ~otrs/index.pl?Action=AgentUtilities What are these Ticket free text |------| | [ ] | |------| Article free text |------| | [ ] | |------| ? Thanks, Diego

2 1

Sendmail config
by Hans Scheffers 19 Dec '02

19 Dec '02

Hi My sendmail has the following procmail rules: > Mlocal, P=/usr/bin/procmail, F=lsDFMAw5:/|@qSPfhn9, > S=EnvFromL/HdrFromL, R=EnvToL/HdrToL, > T=DNS/RFC822/X-Unix, > A=procmail -Y -a $h -d $u > Mprog, P=/bin/sh, F=lsDFMoqeu9, S=EnvFromL/HdrFromL, > R=EnvToL/HdrToL, D=$z:/, > T=X-Unix/X-Unix/X-Unix, > A=sh -c $u This doesn't seem to work, could you tell me what is wrong? greetz Hans

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troubels with postmaster or ?
by EDV-Bieger office 19 Dec '02

19 Dec '02

Hi First thx for the realy good RT system. But after 30 Minutes it brings the folloing errormessages and stop working Machine and Software facts : HW: IBM PCserver 330 2 x 266 Mhz Pentium 2, 2 giga Ram .... bla bla bla Software: Suse Linux 7.3 Kernel: 2.4.10-64GM-SMP #1 Perl: /usr/lib/perl5/5.6.1/i586-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i586-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl PHP: 4.0.6 Apache: Webserver version: Apache/1.3.20 mod_python/2.7.5 Python/2.1.1 PHP/4.0.6 mod_perl/1.26 Mysql: Ver 11.15 Distrib 3.23.41 otrs: Version 0.5 BETA8 Builddate: Fri Oct 25 16:03:11 CEST 2002 Installed from OTRS-7.3-0.5-BETA8.i386.rpm Config.pm Ver:1.67 2002/10/25 00:08:28 martin Exp $ Postmaster Ver: 1.3 2002/10/25 11:45:06 martin EXP $ -> from log /var/log/warn after sending a Email to OTRS system Email Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID for new found! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:150]: No StateID!!! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::SetCustomerNo][Line:404]: Need TicketID! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:56]: Need Ti cketID! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::State::SetState][Line:132]: Need TicketID ! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::PostMaster::NewTicket::Run][Line:173]: Can't proc ess email with MessageID <<001001c2a6f0$9fef09c0$6d00a8c0@host>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! on the Webinterface you can produce a similar output when you try to open a phoneticket Handle: /usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm Frontend Unterfunktion: Kernel::Modules::AgentPhone::Run (v 1.14) Frontend Zeile: 370 Backend Unterfunktion: Kernel::System::Ticket::Article::CreateArticle (v 1.2) Backend Zeile:56 Backend BackendMessage:Need TicketID! looks in /var/log/warn like this Dec 19 01:46:12 tracker OTRS-CGI[1415]: [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID for open found! Dec 19 01:46:12 tracker OTRS-CGI[1415]: [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID for closed succsessful found! Dec 19 01:46:12 tracker OTRS-CGI[1415]: [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID for closed unsuccsessful found! Dec 19 01:46:23 tracker OTRS-CGI[1320]: [Error][Kernel::System::Ticket::State::StateIDLookup][Line:89]: Need StateID! Dec 19 01:46:23 tracker OTRS-CGI[1320]: [Error][Kernel::System::Ticket::State::StateLookup][Line:48]: Need State! Dec 19 01:46:23 tracker OTRS-CGI[1320]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:150]: No StateID!!! Dec 19 01:46:23 tracker OTRS-CGI[1320]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:56]: Need TicketID! I try to set a second system Emailadress like order@FQDN -> order@localhost but is stores the mails in the spoolfile and nothing happens. I am play a time with the Mail server but hes working fine. Have anyone hints for me please?? kindest regards hb

2 1

Re: [otrs] Customer answer by mail?
by Diego Fernandez 18 Dec '02

18 Dec '02

Martin Edenhofer Para: otrs(a)otrs.org <martin@edenh cc: ofer.de> Asunto: Re: [otrs] Customer answer by mail? Enviado por: otrs-admin@ot rs.org 12/18/02 03:21 PM Por favor, responda a otrs Hi Martin, > Hi Diego, > On Wed, Dec 18, 2002 at 02:50:15PM -0300, Diego Fernandez wrote: > > > > Is it possible to receive requests directly by mail? > > > > I don't know how. > > > > > > Ahh! You mean directly via SMTP? > > > > > > Yes, if you write an email to otrs(a)your.host (of course this > > > machine/MTA needs to be configured ...). > > > > And For example, > > a customer store a Request via web to this queue: Servicios Gestionados > > (SG(a)helpdesk.openware.biz) that I have in my system. A new Ticket is > > generated and sent an autoreply to the customer with the ticket number. > > An Agent answers this request via web, and sends the mail to the customer. > > Can that Customer reply to that answer via mail(The mail address will be > >SG(a)helpdesk.openware.biz)?, > > Yes. This is a normal job. The customer can use the web interface or/and the > email interface. I'm using sendmail as MTA. To which script or binary should I passed the incoming mail? > Martin Thanks, Diego.

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Customer answer by mail?
by Diego Fernandez 18 Dec '02

18 Dec '02

Hi Martin, > > Is it possible to receive requests directly by mail? > > I don't know how. > > Ahh! You mean directly via SMTP? > > Yes, if you write an email to otrs(a)your.host (of course this > machine/MTA needs to be configured ...). And For example, a customer store a Request via web to this queue: Servicios Gestionados (SG(a)helpdesk.openware.biz) that I have in my system. A new Ticket is generated and sent an autoreply to the customer with the ticket number. An Agent answers this request via web, and sends the mail to the customer. Can that Customer reply to that answer via mail(The mail address will be SG(a)helpdesk.openware.biz)?, and can that message, by the ticket number, be atached to the customer Ticket as if it where stored by the Customer web frontend? > > > Thanks, > > Diego > > Martin Thanks. Diego.

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Re: [otrs] request by mail?
by Diego Fernandez 18 Dec '02

18 Dec '02

> > Is it possible to receive requests directly by mail? > > I don't know how. > > Ahh! You mean directly via SMTP? > > Yes, if you write an email to otrs(a)your.host (of course this > machine/MTA needs to be configured ...). And at which queue will the request go? > > > Thanks, > > Diego > > Martin

2 1

request by mail?
by Diego Fernandez 18 Dec '02

18 Dec '02

Hi Martin, Is it possible to receive requests directly by mail? I don't know how. Thans, Diego

2 1

Redhat & otrs
by Hans Scheffers 18 Dec '02

18 Dec '02

Hi, when I get mail to otrs, it is put into /var/spool/mail/otrs

2 1

Autoreplays
by Diego Fernandez 18 Dec '02

18 Dec '02

Hi Martin, I can receive receive requests by two ways, by phone registering it in phoneview, and by via web, can't I? Can I have two diferent autoreplays, one for phone calls and another for the web requests? Because I create two diferents messages but I can just assign only one for auto replay. And what is the difference between "auto reply/new ticket" and "auto replay"? Area: Postmaster Change "auto reply" settings: |---------------------------| | ( ) none | | ( ) default reply | | (*) respuesta por defecto | |---------------------------| Change "auto reject" settings: |--------------------| | ( ) none | | (*) default reject | |--------------------| Change "auto follow up" settings: |-----------------------| | (*) none | | ( ) default follow up | |-----------------------| Change "auto reply/new ticket" settings: |----------------------------------| | ( ) none | | (*) Registro de llamada | | ( ) default closed -> new ticket | |----------------------------------| Change "auto remove" settings: |--------------------| | (*) none | | ( ) default remove | |--------------------| Thanks, Diego.

2 1

Sending to the Customer e-mail his Phone Call registered by the Agent
by Diego Fernandez 16 Dec '02

16 Dec '02

Hi, I noticed the OTRS doesn't send a copy to the customer email of the New Ticket opened by a customer phone call. It is very important for us that OTRS were able to do that in order to have the customer informed of the registrations made by the system. If this feature exist, I didn't find it. If not, please include it. Thanks, Diego.

2 1

Customer.pl - Ticket limit problem
by Diego Fernandez 16 Dec '02

16 Dec '02

Hi, I found a problem at Customer.pl When I reduce to 5 the Ticket limit, and there are 10 tickets, the system don't show me a link to view the folowing 5 tickets. Can you solve it, please! Thanks, Diego.

2 1

Is the ticket answered? Successfull Closed?
by Diego Fernandez 16 Dec '02

16 Dec '02

Hi, In the page "Compose answer for ticket:" I want to know in which cases do you use the options "yes" and "no" here: "Is the ticket answered" (Yes/No) and in which cases do yo use the options "Successful Closed" and "Unsuccessful Closed" here: "Next Ticket State" Thanks. Diego

2 1

Customer - frontend date
by Diego Fernandez 16 Dec '02

16 Dec '02

Hi, Where do you define the date you show in the frontend. I want to translate it, or modify its format. Regards, Diego.

1 0

auto-reply
by Jon Conkle 13 Dec '02

13 Dec '02

the way i have it set up, there are only two email addresses in OTRS - the default otrs@localhost, and the one i added - rma(a)cctvwholesalers.com I set the default otrs@localhost to be invalid, so the only option would be the rma@ one. I also set this email to be the default 'auto-response from'. However, every time i test this out (test user creates ticket), the auto response always shows OTRS System (otrs@localhost) in the From: header instead of the rma@. What am I missing here? -- Jon Conkle

2 2

Ticket Number
by Diego Fernandez 13 Dec '02

13 Dec '02

Hi, I made up a new type of ticket number, it is composed this way: year.month.day.Counter The Counter must reset to zero every midnight, so I added a cron to the crontab. But my problem is: What happend if someone store a new ticket at 23:59:59 of 11/12/02 and it takes to form the ticket number this date. The cron runs at 00 of 12/12/02. and the Counter is taken after the cron changes it to 0 then i'll have the ticket number 20021211001, and not the last ticket of 20021211. Its a litle confused. There is a critical region between the program takes the date until the program takes the counter. So the file where the Counter is saved, must be blocked inside that critical region. And the cron, must retry if the file is blocked. Here are the files I create /opt/OpenTRS/var/log/cero.log with 0 I create /opt/OpenTRS/var/cron/reset/reset_ticket_counter (look botom of this mail) #crontab -e -u otrs :1000 #to go to the end of th file. :r /opt/OpenTRS/var/cron/reset/reset_ticket_counter :wq # -- # Ticket/Number/DateCounter.pm - a date ticket number generator # Copyright (C) 2002 Diego Fernandez <dfernandez(a)openware.biz> # -- # $Id: DateCounter.pm,v 1.1 2002/12/12 10:41:24 diego Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # available objects are: ConfigObject, LogObject and DBObject # # Generates ticket numbers like yyyymmddss.... (e. g. 200206231010138) # -- package Kernel::System::Ticket::Number::DateCounter; use strict; use vars qw($VERSION); $VERSION = '$Revision: 1.2 $'; $VERSION =~ s/^.*:\s(\d+\.\d+)\s.*$/$1/; sub CreateTicketNr { my $Self = shift; my $JumpCounter = shift || 0; # -- # get needed config options # -- $Self->{CounterLog} = $Self->{ConfigObject}->Get('CounterLog'); $Self->{SystemID} = $Self->{ConfigObject}->Get('SystemID'); my ($Sec, $Min, $Hour, $Day, $Month, $Year) = localtime(time); $Year = $Year+1900; $Month = $Month+1; $Month = "0$Month" if ($Month <10); $Day = "0$Day" if ($Day <10); # -- # read count # -- open (COUNTER, "< $Self->{CounterLog}") || die "Can't open $Self->{CounterLog}"; my $Line = <COUNTER>; my ($Count) = split(/;/, $Line); close (COUNTER); if ($Self->{Debug} > 0) { $Self->{LogObject}->Log( Priority => 'debug', MSG => "Read counter: $Count", ); } # -- # count auto increment ($Count++) # -- $Count++; $Count = $Count + $JumpCounter; # -- # write new count # -- if (open (COUNTER, "> $Self->{CounterLog}")) { flock (COUNTER, 2) || warn "Can't set file lock ($Self->{CounterLog}): $!"; print COUNTER $Count . "\n"; close (COUNTER); if ($Self->{Debug} > 0) { $Self->{LogObject}->Log( Priority => 'debug', MSG => "Write counter: $Count", ); } } else { $Self->{LogObject}->Log( Priority => 'error', MSG => "Can't open $Self->{CounterLog}: $!", ); die; } # -- # new ticket number # -- $Count = "0$Count" if ($Count <100 && $Count >9); $Count = "00$Count" if ($Count <10); my $Tn = $Year.$Month.$Day.$Count; # -- # Check ticket number. If exists generate new one! # -- if ($Self->CheckTicketNr(Tn=>$Tn)) { $Self->{LoopProtectionCounter}++; if ($Self->{LoopProtectionCounter} >= 1000) { # loop protection $Self->{LogObject}->Log( Priority => 'error', MSG => "CounterLoopProtection is now $Self->{LoopProtectionCounter}!". " Stoped CreateTicketNr()!", ); return; } # -- # create new ticket number again # -- $Self->{LogObject}->Log( Priority => 'notice', MSG => "Tn ($Tn) exists! Creating new one.", ); $Tn = $Self->CreateTicketNr($Self->{LoopProtectionCounter}); } return $Tn; } # -- sub GetTNByString { my $Self = shift; my $String = shift || return; # -- # get needed config options # -- my $TicketHook = $Self->{ConfigObject}->Get('TicketHook'); # -- # check ticket number # -- if ($String =~ /$TicketHook:+.{0,1}(\d{8,40})/i) { return $1; } else { return; } } # -- # -- # cron/reset_ticket_counter - Resets ticket Counter to 0 for OTRS # Copyright (C) 2002 Diego Fernandez <dfernandez(a)openware.biz> # -- # $Id: reset_ticket_counter,v 1.1 2002/12/12 11:22:38 diego Exp $ # This software comes with ABSOLUTELY NO WARRANTY. # -- # just every day 0 0 * * * cp $HOME/var/log/cero.log $HOME/var/log/TicketCounter.log Thanks, Diego.

2 1

Time Units
by Diego Fernandez 13 Dec '02

13 Dec '02

Hi Martin, I need to know what do you use Time Units for? If possible, give me an example. Thank you. Diego.

2 1

Re: [otrs] cusomter's reply does not come in the ticket, and new ticket > is created!
by Dair Grant 12 Dec '02

12 Dec '02

murahashi <murahashi(a)ayayu.com> wrote: > Incomming new email dispached and our system generate new ticket well. > But cusomter's reply does not come in the ticket, and new ticket is created. > I 'm confusing and I can't find where should I check? Check the AdminArea->Queue settings for that queue, and make sure that the "Follow up Option" menu is set to "possible" rather than "new ticket" (assuming the English language files). We've just started using OTRS a couple of days ago, and had the same problem... It might be an idea to change the text for that menu item to "add to existing ticket", as it didn't occur to me that "possible" meant it would find an existing ticket. I only realised after digging through the code and back-tracking to how that option is applied. :-) Other than that though, I'm very impressed with OTRS - we're running it on Mac OS X 10.1 and 10.2, and it's working perfectly. BTW, what is the preferred way to submit patches? We have a couple of minor changes we'd like to send back (e.g., we run the server on a non-standard port, and would like to be able to generate URLs as //host:port/ if port is != 80) at some point. -dair __________________________________________________ mailto:dair@zonic.co.uk http://www.zonic.co.uk/

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RE: [otrs] Use of uninitialized value at .../bin/..//Kernel/Syste m/AuthSessi on/IPC.pm line 324.
by Horna, Thomas 12 Dec '02

12 Dec '02

Yeah... thx :) Thomas W. Horna >-----Original Message----- >From: Martin Edenhofer [mailto:martin@edenhofer.de] >Sent: Thursday, December 12, 2002 1:11 AM >To: otrs(a)otrs.org >Subject: Re: [otrs] Use of uninitialized value at >.../bin/..//Kernel/System/AuthSessi on/IPC.pm line 324. > > >Hi Thomas, > >On Wed, Dec 11, 2002 at 08:40:38PM +0100, Horna, Thomas wrote: >> I have an error when running DeleteSessionID.pl (cron job), hier an >> extract.... >> >> # bin/DeleteSessionIDs.pl --expired >> DeleteSessionIDs.pl <Revision 1.5> - delete all existing or >expired session >> ids >> Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> >> Delele all expired session ids: >> Use of uninitialized value at >> /usr/opt/OpenTRS/bin/..//Kernel/System/AuthSession/IPC.pm line 324. >> >> It is -- if (!$String) { -- >> line in this excerpt as I understood... >> >> my $Self = shift; >> my %Param = @_; >> my @SessionIDs = (); >> # -- >> # read data >> # -- >> my $String; >> shmread($Self->{Key}, $String, 0, $Self->{IPCSize}) || die "$!"; >> if (!$String) { >> return; >> } >> # -- >> # split data >> # -- >> >> I have Perl v5.6.1 built for i386-openbsd. Sorry but I am >new at Perl... 8) > >No problem! :) > >> Can someone help me? > >Is it working if you change it to: > >[...] > # -- > # read data > # -- > my $String = ''; >[...] > >> regards, >> Thomas W. Horna > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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

Use of uninitialized value at .../bin/..//Kernel/System/AuthSessi on/IPC.pm line 324.
by Horna, Thomas 12 Dec '02

12 Dec '02

Hi! I have an error when running DeleteSessionID.pl (cron job), hier an extract.... # bin/DeleteSessionIDs.pl --expired DeleteSessionIDs.pl <Revision 1.5> - delete all existing or expired session ids Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Delele all expired session ids: Use of uninitialized value at /usr/opt/OpenTRS/bin/..//Kernel/System/AuthSession/IPC.pm line 324. It is -- if (!$String) { -- line in this excerpt as I understood... my $Self = shift; my %Param = @_; my @SessionIDs = (); # -- # read data # -- my $String; shmread($Self->{Key}, $String, 0, $Self->{IPCSize}) || die "$!"; if (!$String) { return; } # -- # split data # -- I have Perl v5.6.1 built for i386-openbsd. Sorry but I am new at Perl... 8) Can someone help me? regards, Thomas W. Horna

2 1

Display of Status etc.
by Krcek, David 11 Dec '02

11 Dec '02

Hi Martin, our customer wanna see the status of their tickets (status, what was done and so one), but they shouldn't have to login to the otrs. Is there something in the system or in your pipe or must we develop something ? Regards David

3 7

RE: [otrs] Stats error
by Horna, Thomas 11 Dec '02

11 Dec '02

Hi again... Hm, it seems this error occurs only when I use Internet Explorer 6.0 Service Pack 1 ... Version 5.5, 6.0 and Netscape seems ok.... ? -----Originalnachricht----- Von: Krcek, David An: 'otrs(a)otrs.org' Gesendet: 10.12.02 08:08 Betreff: AW: [otrs] Stats error Hi Martin, hi Thomas, It looks like a Perl version error. <snip> in @INC (@INC contains: /usr/opt/OpenTRS/bin/cgi-bin/../.. /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503) at /usr/local/lib/perl5/site_perl/5.005/Mail/Field/Date.pm line 14. Please send mail to this site's webmaster for help. Content-type: text/html </snip> The stable version with mkstats runs on perl5.6.1. Maybe you've installed the perl5.6.1 with ports but you forgot the 'user perl ports' command. Cu David -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Dienstag, 10. Dezember 2002 00:28 An: otrs(a)otrs.org Betreff: Re: [otrs] Stats error Hi Thomas, On Tue, Dec 10, 2002 at 12:10:00AM +0100, Horna, Thomas wrote: > I have strange Problem. When I run mkstats.pl everything seems fine... > but when I click on Stats, I can´t get picture. When I click on > Picture link I receive these strange error in Browser: > ------ > Software error: > Can't locate Date/Format.pm in @INC (@INC contains: > /usr/opt/OpenTRS/bin/cgi-bin/../.. > [...] > what can this be? Strange! Everything is working? You receive email? Anyway, try to remove "use Kernel::System::Ticket;" and "$CommonObject{TicketObject} = Kernel::System::Ticket->new(%CommonObject);" from bin/cgi-bin/pic.pl -=> Restart the webserver if you use mod_perl -=> Is it working now? > regards, > Thomas W. Horna Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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

Customer ID
by Diego Fernandez 10 Dec '02

10 Dec '02

Hi Martin, What was "Customer ID" thought for? Thanks, Diego.

2 1

AW: [otrs] Display of Status etc.
by Krcek, David 10 Dec '02

10 Dec '02

Hi Martin, Yes that's it. You guy's do a great job. Thx. David -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Dienstag, 10. Dezember 2002 16:43 An: otrs(a)otrs.org Betreff: Re: [otrs] Display of Status etc. Hi David, On Tue, Dec 10, 2002 at 08:23:11AM +0100, Krcek, David wrote: > our customer wanna see the status of their tickets (status, what was > done and so one), but they shouldn't have to login to the otrs. Is > there something in the system or in your pipe or must we develop > something ? Im not sure. Maybe you are looking for a customer frontend? Try: http://demo.otrs.org/otrs/customer.pl Is it what you want? > Regards > David Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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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maybe I'm to dumb, but how do I use the cvs version...
by Wiktor Wodecki 10 Dec '02

10 Dec '02

hi there, I downloaded the cvs version of otrs, but somehow I cannot see a script or some documentation how to set up the software now. For example, the provided Config.pm.dist looks incomplete and needs some more additions. Somebody please enlight me -- Regards, Wiktor Wodecki

2 2

AW: [otrs] Stats error
by Krcek, David 10 Dec '02

10 Dec '02

Hi Martin, hi Thomas, It looks like a Perl version error. <snip> in @INC (@INC contains: /usr/opt/OpenTRS/bin/cgi-bin/../.. /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503) at /usr/local/lib/perl5/site_perl/5.005/Mail/Field/Date.pm line 14. Please send mail to this site's webmaster for help. Content-type: text/html </snip> The stable version with mkstats runs on perl5.6.1. Maybe you've installed the perl5.6.1 with ports but you forgot the 'user perl ports' command. Cu David -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Dienstag, 10. Dezember 2002 00:28 An: otrs(a)otrs.org Betreff: Re: [otrs] Stats error Hi Thomas, On Tue, Dec 10, 2002 at 12:10:00AM +0100, Horna, Thomas wrote: > I have strange Problem. When I run mkstats.pl everything seems fine... > but when I click on Stats, I can´t get picture. When I click on > Picture link I receive these strange error in Browser: > ------ > Software error: > Can't locate Date/Format.pm in @INC (@INC contains: > /usr/opt/OpenTRS/bin/cgi-bin/../.. > [...] > what can this be? Strange! Everything is working? You receive email? Anyway, try to remove "use Kernel::System::Ticket;" and "$CommonObject{TicketObject} = Kernel::System::Ticket->new(%CommonObject);" from bin/cgi-bin/pic.pl -=> Restart the webserver if you use mod_perl -=> Is it working now? > regards, > Thomas W. Horna Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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

index.pl
by Jon Conkle 09 Dec '02

09 Dec '02

Any ideas as to why when i try going to the admin login page in a browser it automatically tries downloading index.pl instead of serving the page, and how i can fix this? customer login works just fine.. -- Jon Conkle Technical Sales and Support 1308 Dealers Ave. New Orleans, LA 70123 US Toll Free: 800-291-0523 Local/Int'l: 504-736-9187 Fax: 504-736-9175

2 3

Re: [otrs] Problem with @INC and mkStats.pl
by Horna, Thomas 09 Dec '02

09 Dec '02

Sorry for wrong Header, this mail should be answer to problem with GD module :) -----Originalnachricht----- Von: Horna, Thomas An: 'Martin Edenhofer '; 'otrs(a)otrs.org ' Gesendet: 09.12.02 23:57 Betreff: AW: [otrs] Internal server error at Agent compose 'empty answer' Hi, I hope I can help with this info: If You want to know (for sure) which modules are installed, then use pmtools. Here is short description what they can: ---- The pmtools suite written by Tom Christiansen to help navigate and manage Perl module installations. You can obtain them at http://language.perl.com/misc/pmtools-1.00.tar.gz.

2 1

Stats error
by Horna, Thomas 09 Dec '02

09 Dec '02

Hi, I have strange Problem. When I run mkstats.pl everything seems fine... but when I click on Stats, I can´t get picture. When I click on Picture link I receive these strange error in Browser: ------ Software error: Can't locate Date/Format.pm in @INC (@INC contains: /usr/opt/OpenTRS/bin/cgi-bin/../.. /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503) at /usr/local/lib/perl5/site_perl/5.005/Mail/Field/Date.pm line 14. Please send mail to this site's webmaster for help. Content-type: text/html Software error: [Mon Dec 9 00:00:12 2002] Format.pm: Can't locate Date/Format.pm in @INC (@INC contains: /usr/opt/OpenTRS/bin/cgi-bin/../.. /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503) at /usr/local/lib/perl5/site_perl/5.005/Mail/Field/Date.pm line 14. BEGIN failed--compilation aborted at /usr/local/lib/perl5/site_perl/5.005/Mail/Field/Date.pm line 14. Please send mail to this site's webmaster for help. Content-Type: image ?PNG IHDRô^3^-¦ó "/ ì 'ë-çh\b×Ø iM~@?7¦þ[Ð>&Þ+ßÿ5ö½ûÛÎ"ÿ,@-Ñw=ü÷ä" }<ÿ'µ÷ÐùÆvî´K/Á'EUR7¾oXþ'úÇß6t?,8[·Ëùî'Üm^(ïvÊäeýã)wnQ«ÑáìïDz¹ ~æD N~OZ[Ê&Ö_N¹-³MÄmïº5½JãGZa[£]GW>ÿy¿ø®Éf°¯ÕÄkâëçE°*¿Ö/þ`ç}kïfWËÞø S§Zû×°³×°wäð0Ç7L?@" ó|h¤zïbpøûzqfpDh-êØ6çä®¤½:#Õå.ißw}n ¤,'3Õ«,ßw"ÿUÛkæû" ôÚ'ONùQù®ùÛå÷?zyÏcæ}nOEhZÔ¸i"WüÇ>Ð0ó4ôù¤®Ù¨øsLB\6 ó> Z±ç£2ÍoeSzlOEÕ/f<ÀEUR6¯G+ÕRx¥ÉÍÿ¤;vaö'ÆÝ70X" {"ãÆlY½"Ý¸> qÃDJÉÒ£FÛ:':r)Q"ÆY/&cïw*"áâl`m×nY0×¦'ö~cïw"÷cÀøØsU³s¿oµDÚµ~äm Ö VMoe¼êåFCc¹_"ês>ç¥ü®Ï_-#íå}ïæíÆVÎm³Z.?_Y©HáyÌ|òsþ¬+(tm) Ò6 ¨ì4§r"zÜ¬>ä>~5E<>42å*ÌÁ?Ó-'ï»Yq× O[-va*^¯"YÇàî¶¦¡Å m¹w){odû½ç`\n6ûâëdä*ÚNºñ¬¨3;^«Å}qêÃOE"Ißíjòµf5RHK¨mcwaJÔ"Í+ó'~O®ÆÔ:{"t ×í,Z~árK6J¹÷ A¢'oð]a%þìÊýª*áZos,ÙõÎÔÊ¢?Ýge×u8*×fr÷Szð~_ù¾¬'~m'äÚ,aõÎS?õ½5-4(²(KÂ½5j;¶ EAoú"fÈ|æ?lP"&-®M(v9*ôµyßÔ$ ðö"n§¹GZ`ö'70±É'·]y-(tm)pr@UúuGÒzGR;c1U|~rõM>WHùnzè¯G"ßí*2¨B½>(tm)sa ª-tLf6Kì¬òfD>ÆZmÅµ4zk/~Îð½YÝîF¶Çlìf´^at&g§íy êOdWó½oÚÜ7f»^QÆ*!!êH½Ï]ßoeÆFÔ¤À5D" ÿþþ@ìMÄ#O_ZAÔßJ öþ+êð¥ª¹*N^_ìb ÌÉ¯¨Ë×¢~´Oÿhn¨- _ÛÏÕ®.öðÅ½Ë?zU¨-=çó×«...Û*©<= ýµÜ¼jºÜ'¬¨ëýY×õEõóbË`®û¹ÁJ6/ò Ý5 s>^øÜD®3hû q"¥+foe"êR`!ßÈt|&-6"á9"Ïöæ°IÎ-C#'i HõEUR Ø' ÁÝtóS5óQlýÆ"oe;ä=±¦òa?âÃ¸y±K6:Às?"!·rU}óàt,åXãNÇ¼¢ü2£Ö5Mn(tm)¿]Êæ¾ ùZ°Y(á[Ý×;¿Î(»}µHUY<½¿ ?e0êâ#``\~>(tm)/é÷óâ3Rú£>*j¤HkrE*´ ........ and so on and so on.... what can this be? regards, Thomas W. Horna

2 1

AW: [otrs] Internal server error at Agent compose 'empty answer'
by Horna, Thomas 09 Dec '02

09 Dec '02

Hi, I hope I can help with this info: If You want to know (for sure) which modules are installed, then use pmtools. Here is short description what they can: ---- The pmtools suite written by Tom Christiansen to help navigate and manage Perl module installations. You can obtain them at http://language.perl.com/misc/pmtools-1.00.tar.gz.

1 0

No autoresponse and notify mails
by Diego Fernandez 09 Dec '02

09 Dec '02

Hi, I want to have notifications of new tickets to Agents. ... > Mon, 24 Jun 2002 13:55:05 +0200 > Notify mails (to the agents - new ticket/got follow up): > * Only "custom queues" will get notifications what are "custom queues"? > * Check if the agent enabled notifications (AgentView::Preferences of > AdminView::User) > * If a new ticket is in a users "custom queue" but the user got no notification, > check the /var/log/messages and /var/log/mail

2 1

Ticket Status
by James Jeffrey 09 Dec '02

09 Dec '02

Hello, Sorry if this is a dumb question. What is the Ticket Status used for and how cna I change it? regards, James Jeffrey Senior Hosting Engineer TechnoPhobia Limited Phone: +44 (0)114 2212123 Fax: +44 (0)114 2212124 Email: james(a)technophobia.co.uk WWW: http://www.technophobia.com Registered in England and Wales Company No. 3063669 VAT registration No. 598 7858 42 Specialists in e-business technologies and consultancy. Please view our website for further information. Alert to all our customers: Are you aware that your website may not meet Accessibility guidelines and your company could be prosecuted as a consequence. For further information call us on: 0114 2212123 The contents of this e-mail are confidential to the addressee and are intended solely for the recipients use. If you are not the addressee, you have received this e-mail in error. Any disclosure, copying, distribution or action taken in reliance on it is prohibited and may be unlawful. Any opinions expressed in this e-mail are those of the author personally and not TechnoPhobia Limited who do not accept responsibility for the contents of the message. All e-mail communications, in and out of TechnoPhobia, are recorded for monitoring purposes.

2 5

problems with ldap auth
by Wiktor Wodecki 05 Dec '02

05 Dec '02

Hello, I'm trying to use an ldap directory for authentication. It seems to auth me correctly (I fiddled around a bit to see if it really does), however I cannot log in. This is what the otrs writes into the logfile: Nov 29 13:58:15 mail1 OTRS-CGI[25572]: [Notice][Kernel::System::Auth::LDAP::Auth] User: wwodecki logged in (REMOTE_ADDR: 192.168.154.150). Nov 29 13:58:15 mail1 OTRS-CGI[25572]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'wwodecki'!!! -- Regards, Wiktor Wodecki

3 8

Problem to generate Spanish Translation
by Diego Fernandez 05 Dec '02

05 Dec '02

Sorry about the delay, I got married fifteen days ago. > Date: Thu, 14 Nov 2002 17:31:01 +0100 > From: Martin Edenhofer <martin(a)edenhofer.de> > To: otrs(a)otrs.org > Subject: Re: [otrs] (no subject) > Reply-To: otrs(a)otrs.org > > Hi Diego, > > On Thu, Nov 14, 2002 at 10:17:47AM -0300, Diego Fernandez wrote: > > > If you want to translate OpenTRS in a new language, you have to do five > > steps: Take the current German translation (German.pm) from CVS ( > > http://otrs.org/cgi-bin/cvsweb.cgi/otrs/Kernel/Language/) and translate > > each line. Change the package name (z. g. "package > > Kernel::Language::German;" to "package Kernel::Language::French;") and > > translate the words. Add the new translation file to Kernel/Language.pm (e. > > g. use Kernel::Language::French;) around line 20. Add the new language > > translation to the system via the admin interface (AdminArea ->> Language). > > If you use mod_perl, restart your webserver and you will have the new > > language. Send the new translation file to feedback at otrs.org - > > > > but i can't put it to work. > > > > The last step i tried was to put the exactly German.pm named as Spanish.pm > > and it didn't take it, just show everything in English. I restart the > > webserver because I have mod_perl, but nothing happened. > > Do you have a "Spanish" selection in the agent preferences -> frontend > language (you need "Spanish")? > > If yes and you get just the english language, check in > Kernel/Language.pm and Kernel/Language/Spanish.pm if > "Kernel::Language::Spanish" is written correctly. I have written it wrong. That was the problem. > > If it's still not working, check the OTRS-Log (e. g. /var/log/messages). > > Is there an error? > > If you can't find the error, send me your translation file and I'll > check this. I just have some words translated from the german.pm for testing how it works. When I finish it, I'll send it to you. > > > Diego. > > Martin > Thanks Diego.

2 1

RE: [otrs] Internal server error at Agent compose 'empty answer'
by Matt Kirk 05 Dec '02

05 Dec '02

This shouldn't be a problem. Cobalt user management may add new groups, but I don't think it will modify existing ones. It is worth testing however. -- Matt Kirk - mkirk(a)sonic.net Sonic.net, Inc. Business Development Manager 2260 Apollo Way 707.522.1000 x244 (Voice) Santa Rosa, CA 95407 707.547.2199 (Fax) http://www.sonic.net/ > -----Original Message----- > From: murahashi [mailto:murahashi@ayayu.com] > Sent: Wednesday, December 04, 2002 9:52 PM > To: otrs(a)otrs.org > Subject: Re: [otrs] Internal server error at Agent compose 'empty > answer' > > > Hi, > I changed otrs group to httpd and execute SetPermissions.sh . Fine! > My system is packaged linux server. It is hard to change > /etc/group because > the system provides user account maintenance application. > Actually I edited > /etc/group. So otrs's group defenition may be lost after user > maintenance. > Is it problem in the future? > Thnak you. > Murahashi > > > When agent compose 'empty answer' , Internal server error > has occured. > > > It seems permission error. But the answer was sent to > customer without > an > > > error. > > > > > > Below errors are in httpd/error. > > > > > > [Wed Dec 4 11:41:00 2002] index.pl: Constant subroutine > __need___va_list > > > [...] > > > mkdir > /home/sites/otrs.kidanet.com/OpenTRS/var/article/2002/12/4/23: > > > Permission denied at > > > > /home/sites/site14/OpenTRS/bin/cgi-bin/../../Kernel/System/Tic > ket/Article.pm > > > line 250 > > > [...] > > > > Ja, it's a permission problem. > > > > You have two possibilities to fix this. > > > > a) File Permissions (check the following): > > - Is it possible to change the webserver user to otrs user? > > * If yes, fixed. > > - If not, add the otrs user to the webservers users group > > ("usermod -G <otrsusersgroup> otrs") > > - Execute "$OTRS_HOME/bin/SetPermissions.sh <OTRS_HOME> > <OTRS_USER> > <WEBSERVER_USER> <OTRS_GROUP> <WEB_GROUP>" > > * Everything should work fine. > > > > > _______________________________________________ > 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 >

2 1

[PATCH] view customer data on ticket
by Wiktor Wodecki 05 Dec '02

05 Dec '02

Hello, You can assign a ticket to a customer. However in the queue view you can click on the customers number. I'd like to see information about the customer, and rather not a customer login prompt. I don't know, what are you thinking? Discussion welcome :-) PS: I know this is only a first hack and the output page isn't very pretty (because I didn't look at the dtl thingy yet) -- Regards, Wiktor Wodecki

1 0

Internal server error at Agent compose 'empty answer'
by murahashi 05 Dec '02

05 Dec '02

Hi list, When agent compose 'empty answer' , Internal server error has occured. It seems permission error. But the answer was sent to customer without an error. Below errors are in httpd/error. [Wed Dec 4 11:41:00 2002] index.pl: Constant subroutine __need___va_list undefined at /usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9. [Wed Dec 4 11:41:00 2002] index.pl: Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. [Wed Dec 4 11:41:00 2002] index.pl: Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. mkdir /home/sites/otrs.kidanet.com/OpenTRS/var/article/2002/12/4/23: Permission denied at /home/sites/site14/OpenTRS/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm line 250 [Wed Dec 4 11:41:01 2002] [error] [client 211.124.7.107] Premature end of script headers: /home/sites/otrs.kidanet.com/OpenTRS/bin/cgi-bin/index.pl OTRS 0.5 BETA8 This is perl, version 5.005_03 built for i386-linux Any suggestion? Murahashi

2 2

RE: [otrs] Internal server error at Agent compose 'empty answer'
by Matt Kirk 04 Dec '02

04 Dec '02

Great feature! I dislike using group permissions on web server users. I'll try this over the weekend too. -- Matt Kirk - mkirk(a)sonic.net Sonic.net, Inc. Business Development Manager 2260 Apollo Way 707.522.1000 x244 (Voice) Santa Rosa, CA 95407 707.547.2199 (Fax) http://www.sonic.net/ > -----Original Message----- > From: Martin Edenhofer [mailto:martin@edenhofer.de] > Sent: Wednesday, December 04, 2002 2:27 AM > To: otrs(a)otrs.org > Subject: Re: [otrs] Internal server error at Agent compose 'empty > answer' > > > Hi, > > On Wed, Dec 04, 2002 at 12:35:52PM +0900, murahashi wrote: > > When agent compose 'empty answer' , Internal server error > has occured. > > It seems permission error. But the answer was sent to > customer without an > > error. > > > > Below errors are in httpd/error. > > > > [Wed Dec 4 11:41:00 2002] index.pl: Constant subroutine > __need___va_list > > [...] > > mkdir /home/sites/otrs.kidanet.com/OpenTRS/var/article/2002/12/4/23: > > Permission denied at > > > /home/sites/site14/OpenTRS/bin/cgi-bin/../../Kernel/System/Tic > ket/Article.pm > > line 250 > > [...] > > Ja, it's a permission problem. > > You have two possibilities to fix this. > > a) File Permissions (check the following): > - Is it possible to change the webserver user to otrs user? > * If yes, fixed. > - If not, add the otrs user to the webservers users group > ("usermod -G <otrsusersgroup> otrs") > - Execute "$OTRS_HOME/bin/SetPermissions.sh <OTRS_HOME> > <OTRS_USER> <WEBSERVER_USER> <OTRS_GROUP> <WEB_GROUP>" > * Everything should work fine. > > b) Store the plain_article/attachments in database instead of > filesystem > We added this feature because many people have problems > with the file > permission if the webserver user isn't the otrs user. You > need to update > the following files from CVS: > > Kernel/System/Ticket.pm > Kernel/System/Ticket/Article.pm > Kernel/System/Ticket/History.pm > Kernel/System/PostMaster/LoopProtection.pm > Kernel/System/PostMaster/LoopProtection/DB.pm > Kernel/System/PostMaster/LoopProtection/FS.pm > > Kernel/Modules/AgentZoom.pm > Kernel/Modules/CustomerZoom.pm > > scripts/DBUpdate.mysql.sql (or scripts/DBUpdate.postgresql.sql) > > Update the database changes with "cat > scripts/DBUpdate.mysql.sql | mysql -p -f -u root otrs" > > And add > [...] > # Storage for plain email [fs|db] > $Self->{ArticlePlainStorage} = 'db'; > > # Storage for attachments [fs|db] > $Self->{ArticleAttachmentStorage} = 'db'; > [...] > to your Kernel/Config.pm > > Restart your webserver and everything should work fine. > > PS: You should also use "bin/SetPermissions.sh <OTRS_HOME> > <OTRS_USER> <WEBSERVER_USER> <OTRS_GROUP> <WEB_GROUP>" anyway. > > > Murahashi > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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

Problem with @INC and mkStats.pl
by Ralf Neugebauer 04 Dec '02

04 Dec '02

How can I edit the @INC-variable? If I make mkStats.pl -m 12, an error appears with GD::Graph::lines can't locate! I searched for the package, but I don't find it! I use Suse 8.0 Thanks for helping ______________________________________________________________________________ Sie sind nicht da? Kein Problem, wir beantworten Ihre E-Mails fur Sie WEB.DE FreeMail - http://freemail.web.de/features/?mc=021136

2 1

procmail error?
by murahashi 02 Dec '02

02 Dec '02

I'm testing recieving email and had an error from procmail below. There are some ^M inserted in the log file path. I think this error is caused by procmail, but if anyone have same experience or any suggestion, please help me. procmail v3.13.1 1999/04/05, Copyright (c) 1999, Stephen R. van den Berg This is perl, version 5.005_03 built for i386-linux maillog ====== Dec 2 14:32:38 localhost sendmail[31869]: OAA31869: from=<murahashi(a)ayayu.com>, size=434, class=0, pri=30434, nrcpts=1, msgid=<05e801c299ca$473f27c0$0c01a8c0(a)zaq.ne.jp>, proto=SMTP, relay= Dec 2 14:32:38 localhost procmail[31871]: Error while writing to "/home/sites/otrs.kidanet.com/OpenTRS/^M/var/log/procmail-2002-12^M.log^M" Dec 2 14:32:38 localhost sendmail[31870]: OAA31869: to="| procmail /home/sites/site14/users/otrs/.procmailrc", ctladdr=<demo(a)otrs.kidanet.com> (207/100), delay=00:00:00, xdelay=00:00:00, mailer=prog, stat=Sent .procmailrc ========= #SYS_HOME=/opt/OpenTRS/ SYS_HOME=/home/sites/otrs.kidanet.com/OpenTRS/ SHELL=/bin/bash PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on Thank you! Murahashi

2 2

Customer Session automatic closing when closing ie.
by Diego Fernandez 29 Nov '02

29 Nov '02

I need that Customer sessions close automatically when Customer close his browser. is that possible? Thanks.

4 4

AW: [otrs] session to old
by Krcek, David 29 Nov '02

29 Nov '02

Hi Martin, After I installed the Perl 5.6.1 (the former version was 5.0.6) it works now. Regards David -----Ursprüngliche Nachricht----- Von: Krcek, David [mailto:david.krcek@ibex-ag.de] Gesendet: Freitag, 29. November 2002 14:41 An: 'OTRS(a)otrs.org' Betreff: AW: [otrs] session to old Hi Martin, The Syntax is Ok and the Session;odule was already set to "Kernel::System::AuthSession::IPC" David -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Freitag, 29. November 2002 12:42 An: otrs(a)otrs.org Cc: david_krcek(a)ibex-ag.de Betreff: Re: [otrs] session to old Hi David, On Fri, Nov 29, 2002 at 12:27:18PM +0100, Krcek, David wrote: > > Strange! What OTRS version do you use? > Version 0.5-Beta8 > Free-bsd is in Version: 4.7 It looks like the Kernel/Config/Session.pm is broken. Check it with "cd $OTRS_HOME" and "perl -cw Kernel/Config/Session.pm". Is the syntax OK? If it's OK, try to change the SessionModule to "Kernel::System::AuthSession::IPC" (don't forget to restart the webserver if you use mod_perl). And now? > > PS: You have to be subscribed on the list to post on it! :) > Ähhh i'm join the list.... Ja, but not with the sender address. Sender is your_name@tld and the subscribed is your.name@tld. > Hmm that's strange :) :) > David Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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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AW: [otrs] session to old
by Krcek, David 29 Nov '02

29 Nov '02

Hi Martin, The Syntax is Ok and the Session;odule was already set to "Kernel::System::AuthSession::IPC" David -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Freitag, 29. November 2002 12:42 An: otrs(a)otrs.org Cc: david_krcek(a)ibex-ag.de Betreff: Re: [otrs] session to old Hi David, On Fri, Nov 29, 2002 at 12:27:18PM +0100, Krcek, David wrote: > > Strange! What OTRS version do you use? > Version 0.5-Beta8 > Free-bsd is in Version: 4.7 It looks like the Kernel/Config/Session.pm is broken. Check it with "cd $OTRS_HOME" and "perl -cw Kernel/Config/Session.pm". Is the syntax OK? If it's OK, try to change the SessionModule to "Kernel::System::AuthSession::IPC" (don't forget to restart the webserver if you use mod_perl). And now? > > PS: You have to be subscribed on the list to post on it! :) > Ähhh i'm join the list.... Ja, but not with the sender address. Sender is your_name@tld and the subscribed is your.name@tld. > Hmm that's strange :) :) > David Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.

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[PATCH] enchant LDAP auth
by Wiktor Wodecki 29 Nov '02

29 Nov '02

Hi there, this patch enchants LDAP auth module to support group authentication. so user will be only authenticated against if they are in an aproperiate group. I used posixgroups, but since you can define anything as the access_attr this shouldn't be much of a problem -- Regards, Wiktor Wodecki

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AW: [otrs] session to old
by Krcek, David 29 Nov '02

29 Nov '02

Hi Martin, > Strange! What OTRS version do you use? Version 0.5-Beta8 Free-bsd is in Version: 4.7 > PS: You have to be subscribed on the list to post on it! :) Ähhh i'm join the list.... Hmm that's strange :) David -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Freitag, 29. November 2002 12:19 An: otrs(a)otrs.org Cc: david_krcek(a)ibex-ag.de Betreff: Re: [otrs] session to old Hi David, On Fri, Nov 29, 2002 at 11:09:11AM +0100, Krcek, David wrote: > I've installed OTRS on freebsd. If I try my first login in, I get the > message 'Session to old' on index.pl. In the Logfile httpd-errlog I > get the message: '[Fri Nov 29 11:07:19 2002] > index.pl: Use of uninitialized value at > /opt/OpenTRS/bin/cgi-bin/../../Kernel/System/AuthSession/DB.pm line > 99.' What's wrong ? Strange! What OTRS version do you use? PS: You have to be subscribed on the list to post on it! :) > Regards > David yours faithfully Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 12:14pm up 36 days, 14:48, 5 users, load average: 0.03, 0.09, 0.07

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session to old
by Krcek, David 29 Nov '02

29 Nov '02

Hi, I've installed OTRS on freebsd. If I try my first login in, I get the message 'Session to old' on index.pl. In the Logfile httpd-errlog I get the message: '[Fri Nov 29 11:07:19 2002] index.pl: Use of uninitialized value at /opt/OpenTRS/bin/cgi-bin/../../Kernel/System/AuthSession/DB.pm line 99.' What's wrong ? Regards David

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warning or error? from perl bin/CheckDB.pl
by murahashi 29 Nov '02

29 Nov '02

Hi,list I'm new on the list. I am trying to localize otrs from Asia now. I installed 0.5 BETA8 and perl -cw bin/cgi-bin/index.pl showed OK! But perl bin/CheckDB.pl showed the message below. Does any one know which it is OK or NG? Cobalt Raq3, version 5.005_03 built for i386-linux [otrs@www OpenTRS]$ perl bin/CheckDB.pl Constant subroutine __need___va_list undefined at /usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9. It looks Ok! Thank you. KidaNet Business

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Selecting salutations
by Christoph Kaulich 29 Nov '02

29 Nov '02

Hello, i have a small problem. I have queues separated for products being supported. As german company we want write german answers to our german customers, and english answers to our international customers. But there is no way to switch salutations within a queue, or haven't I found it ?? Has someone an idea to manage this, without 2 languauge text in the salutation. Thanks Christoph

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adding a customer user
by Jon Conkle 26 Nov '02

26 Nov '02

For 'customeruser' in the admin area, you can add a user to the database and create a login, right? is there any way for a customer to do this themselves? As in, a customer goes to the website, wants to put in a trouble ticket, but has never been here before. They can't login until a username and password are issued to them. is there a pre-login page for new customers that would allow a customer to submit a username (their email address) and a password, and then they can go to the login page and continue from there? That way the customer doesn't have to submit a request for a login, wait for a reply and then go log in.. All customers would have the same limited priveleges. -- Jon Conkle

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Bug in PhoneView?
by Andreas Haase 26 Nov '02

26 Nov '02

Hello, when opening a new ticket via Phoneview I can enter the senders address. But when the ticket arrives in the queue, the sender is taken from the information of the sender queue. Is it possible to either choose a queue like for recipient or fill in the senders address, so that it is in ticket correctly? Bye, Andreas

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new language names
by Vladimir Gerdjikov 26 Nov '02

26 Nov '02

Hi, all. I'm with beta8, tarball installation under RH8 and I have problems with new short language filenames. Which files I must download from CVS to update my system? Yes, I know, that everything is there, but there are so many files! I can't check everyone. 10x in advance. Best regards, Vladimir Gerdjikov, Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, +359 88 578 458 mailto:vladimir.gerdjikov@hebros.bg ----------------------------------------------------------------

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SMS and OpenTRS
by Edwin D. Viñas 26 Nov '02

26 Nov '02

Mabuhay OTRS Team! Im having a problem in integrating SMS to OTRS. I have already installed OTRS system and it already works with both email and webform reports. What I need to incorporate is SMS or Text Messaging which is one of the cheapest communication medium in the Philippines. Besides, SMS messaging is the most reliable means of network trouble reporting coz SMS is network-independent unlike email and web reporting. If a certain customer wants to report a trouble, he can send the report via SMS to a cellular phone or SMS gateway. Here's how i implemented it so that I can use OTRS: 1. An SMS message or ticket request is sent to our SMS Gateway. 2. SMS is converted to Email (local otrs user email). 3. The SMS message then appears to the OTRS queue. How to notify the sender thru SMS? The SMS notification must also contain the ticket number. Do you have any implementation similar to or much better than this? best regards, --edwin edwinv(a)asti.dost.gov.ph _________________ \_____\__\ ____/__/ Edwin D. Viñas <http://edwin.ontheweb.com> \ _____\__\ ___/__/ SRSII, DOST-ASTI, PREGINET Project \ _____\__\__/__/ Mobile:+639202612660 Tel:+6324351071 \______\__\/__/ "IF OTHERS THINK 10 MINUTES AHEAD; '02 \______\___/ FILIPINOS MUST THINK 10 YEARS AHEAD".

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Feature request - Standard attachments
by Marco Cintolesi 25 Nov '02

25 Nov '02

Hi all, Here in Technets the OTRS is becoming the "killer app" for the customer support, we are very happy with the app, and we can start to ask some features to the development team: The most requested feature from the customer support team is the possibility to add to the responses some "standard attachments", because with some "fixed" responses they have to send many brochures or manuals in pdf format. The idea: Add to the Responses page a field to add attachments and store them in the db in some BLOB fields. Any other user can like this ??? and.....Martin, is this possible ?? (let me know if u need some more infos about, or some help ;-)))) Many other requests to come (sigh) Cheers Marco Cintolesi NOC Director Technets srl - ITALY

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password problem
by Thomas Schuettler 21 Nov '02

21 Nov '02

Hello I have a problem with the passwords. Sometimes the passwords of all users change automatically. I don't know why. When we request for a new password, all work fine, but after some days we can't log in! Do you know something about this problem?? greetings thomas

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cron
by Jon Conkle 21 Nov '02

21 Nov '02

okay, after modifying crontab, I now get the following error message: Use of uninitialized value in concatenation <.> or string at /opt/OpenTRS/bin/UnlockTickets.pl line 25. Can't locate Kernel/Config.pm in @INC <@INC contains: /../

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cron
by Jon Conkle 20 Nov '02

20 Nov '02

I keep getting these error messages in the daily status emails: /bin/sh: line 1: /home/otrs/bin/UnlockTickets.pl: No such file or directory /bin/sh: line 1: /home/otrs/bin/DeleteSessionIDs.pl: No such file or directory I'm assuming the cron job is trying to run these scripts, but looking in the wrong directory. What I can't find is where the listings are. I've looked in cron.d, cron.daily, cron.weekly, cron.monthly, and crontab. Nothing in reference to otrs. where do i go to fix this? Jon.

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otrs and spell check function?
by Eddie Urenda 19 Nov '02

19 Nov '02

I don't think that this has been brought up before, but it would certainly be nice to have some kind of spell check functionality in OTRS. Perhaps using something like aspell or ispell to check spelling before sending something out would be helpful. -Eddie

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problems opening attachments..
by Bastian Hoyer 19 Nov '02

19 Nov '02

When i try to open an attachment in Ticketview a " target=" is attached to the link.. so I get an error : Backend BackendMessage: file not found: /opt/OpenTRS/var/article/2002/11/19/31568/Error.Log target=! Bastian

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Adding Customer Salutation Error
by Diego Fernandez 19 Nov '02

19 Nov '02

Hi When I (as admin) tried to add a Customer, I didn't complete Salutation field and I got this error: Error: Need Salutation! Comment: Bug Report: Click here to report a bug! Handle: /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/Apache/Re gistry.pm Frontend Subfunction: Kernel::Modules::AdminCustomerUser::Run (v 1.2) Frontend Line: 123 Backend Subfunction: Kernel::System::CustomerUser::CustomerUserAdd (v 1.2) Backend Line: 107 Backend BackendMessage: Need Salutation! So I ask what is Salutation for? Is it implemented? Thanks.

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Re: [otrs] (no subject) (Translation problem)
by Diego Fernandez 18 Nov '02

18 Nov '02

> Date: Thu, 14 Nov 2002 17:31:01 +0100 > From: Martin Edenhofer <martin(a)edenhofer.de> > To: otrs(a)otrs.org > Subject: Re: [otrs] (no subject) > Reply-To: otrs(a)otrs.org > Hi Diego, > On Thu, Nov 14, 2002 at 10:17:47AM -0300, Diego Fernandez wrote: > > If you want to translate OpenTRS in a new language, you have to do five > > steps: Take the current German translation (German.pm) from CVS ( > > http://otrs.org/cgi-bin/cvsweb.cgi/otrs/Kernel/Language/) and translate > > each line. Change the package name (z. g. "package > > Kernel::Language::German;" to "package Kernel::Language::French;") and > > translate the words. Add the new translation file to Kernel/Language.pm (e. > > g. use Kernel::Language::French;) around line 20. Add the new language > > translation to the system via the admin interface (AdminArea ->> Language). > > If you use mod_perl, restart your webserver and you will have the new > > language. Send the new translation file to feedback at otrs.org - > > > > but i can't put it to work. > > > > The last step i tried was to put the exactly German.pm named as Spanish.pm > > and it didn't take it, just show everything in English. I restart the > > webserver because I have mod_perl, but nothing happened. > Do you have a "Spanish" selection in the agent preferences -> frontend > language (you need "Spanish")? Yes > > If yes and you get just the english language, check in > Kernel/Language.pm and Kernel/Language/Spanish.pm if > "Kernel::Language::Spanish" is written correctly. I have put Package Kernel::Language::Spanish instead of package Kernel::Language::Spanish in Spanish.pm > If it's still not working, check the OTRS-Log (e. g. /var/log/messages). > Is there an error? I don't found any error. > If you can't find the error, send me your translation file and I'll > check this. I don't have it translated yet, I was just trying the feature, but when I have it I send it to you. > > Diego. > Martin Thanks. Diego.

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Re: [otrs] pop3
by Diego Fernandez 18 Nov '02

18 Nov '02

> > Date: Mon, 11 Nov 2002 14:06:40 +0100 > From: Sebastian Wormser <sibbi(a)sibbi.com> > To: otrs(a)otrs.org > Subject: Re: [otrs] pop3 > Reply-To: otrs(a)otrs.org > > Hi Diego, > > Zitat von Diego Fernandez <DFernandez(a)openware.biz>: > > > Is it possible to access system email accounts with a email pop/Imap > > client? If so, i need to block the access posibility > > I do not really undertand the question. If you are concerned that > Mails stored in the OTRS can be accessed via pop3, then the answer > is no. OTRS does not provide or install a pop3 or imap Server. Ok, you answered my question. (I explain my question: I don't want that messages stored would be able to be extracted from the OTRS System in any way, so I force users to always read messages from the web frontend.) > > cu, > Sibbi Thanks Diego.

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Wrong Attachments !!! HELP !!
by Marco Cintolesi 17 Nov '02

17 Nov '02

Hi all, Only today we have realized that ALL the attachments we send with OTRS are a "little bit" wrong. Example: An agent attach the file "c:\test\myfile.txt" from a win2k machine with explorer 6......the attach come to the destination as "c_test_myfile.txt" !!!!!! This not a good thing.....we have to send licenses files that have "mandatory" names (in that case "myfile.txt"), then, least but not last, we dont like to have our customers see the directory structure in the machine of the agent...... Is this a bug ??? Thanks Marco Cintolesi

2 3

service otrs start
by Diego Fernandez 15 Nov '02

15 Nov '02

I have installed LRH 73 with mysql mysqlserver mysqlclient9 mod_perl perl_Mysql apache perl-Date-Calc perl-MIME-Base64 perl-Digest-MD5 I installed otrs-0.5-BETA8.i386.rpm - # service httpd restart - # service mysqld start - Setup the database via "http://yourhost/otrs/installer.pl" (MySQL and Red Hat-RPMs) Then [root@helpdesk bin]# service otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... Use of uninitialized value in split at /usr/lib/pe rl5/5.6.1/Cwd.pm line 103. It looks Ok! done. Enable /opt/OpenTRS/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/OpenTRS/var/cron/*) ... done. -->> http://helpdesk.openware.biz/otrs/index.pl <<-- Final start of OTRS.. done [root@helpdesk bin]# what about that error?

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Syntax error in Config.pm?
by Kevin Way 15 Nov '02

15 Nov '02

I'm having a problem that's almost surely pilot error, but I'm at a bit of a loss. I'm getting the error: syntax error at /usr/home/otrs/gateway/OpenTRS/bin/cgi-bin/../../Kernel/Config.pm line 539, near "$_;" That line being $Self->$_; which is in LoadSubConfig. I diffed my Config.pm against the the original v1.67 of Config.pm, and I can't see anything obvious. Any ideas?

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(no subject)
by Diego Fernandez 14 Nov '02

14 Nov '02

Hi, You give me this indications at http://otrs.org/cgi-bin/cvsweb.cgi/otrs/doc/manual/language-translation.sgml: If you want to translate OpenTRS in a new language, you have to do five steps: Take the current German translation (German.pm) from CVS ( http://otrs.org/cgi-bin/cvsweb.cgi/otrs/Kernel/Language/) and translate each line. Change the package name (z. g. "package Kernel::Language::German;" to "package Kernel::Language::French;") and translate the words. Add the new translation file to Kernel/Language.pm (e. g. use Kernel::Language::French;) around line 20. Add the new language translation to the system via the admin interface (AdminArea ->> Language). If you use mod_perl, restart your webserver and you will have the new language. Send the new translation file to feedback at otrs.org - but i can't put it to work. The last step i tried was to put the exactly German.pm named as Spanish.pm and it didn't take it, just show everything in English. I restart the webserver because I have mod_perl, but nothing happened. Thanks. Diego.

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user add/remove in admin area
by Turpel Pol 13 Nov '02

13 Nov '02

Hi Jon, > And last but not least, how can I delete a user, who is no longer needed? OpenTRS is working with database id references. If you would delete a user (or queue, ...) from the database, your delete the reference info. Important infos like owner or queue. Set the data record to invalid and the record is still visible (e. g. for ticket history, ...) but not activ for the application. The above was just an excerpt from Martin's reply to http://lists.otrs.org/pipermail/otrs/2002-August/000171.html Kind Regards, Pol

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user add/remove in admin area
by Jon Conkle 13 Nov '02

13 Nov '02

I notice you can add and modify users in the admin area of otrs, but is there any way to delete an existing user?

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Priority
by Diego Fernandez 11 Nov '02

11 Nov '02

Hi, There is not the field priority and Attachment when creating a customer new ticket. Can you add it?

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