On Wed, Jun 10, 2009 at 12:31 PM, <otrs-request@otrs.org> wrote:

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Today's Topics:

1. Re: RES: New Ticket Notification (James Burk)
2. Age of Closed Tickets (Sripathi Ramadurai)
3. Timezone setting (Arlene Wu)
4. Re: Timezone setting (Jeffery Chen Fan)
5. Resolved Re: installation on FreeBSD Jail (Jerais A. Al-Jeraisy)

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Message: 1
Date: Tue, 09 Jun 2009 11:20:29 -0400
From: "James Burk" <James.Burk@dornc.com>
Subject: Re: [otrs] RES: New Ticket Notification
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <4A2E457C.29C7.002A.1@dornc.com>
Content-Type: text/plain; charset=UTF-8

Thank you Maur?cio, I believe this is exactly my problem. I had
highlighted the queues in our system environment but forgot to do this
again when we migrated to acceptance.

Best regards,

Jim
ITIL Process Manager
NCDOR
919-715-4932
james.burk@dornc.com

>>> Maur?cio Ramos<Mauricio.Ramos@wedotechnologies.com> 6/8/2009 3:07
PM >>>
Hi, I don?t know if your case is like the one we had but we also had to
log with our agents and go to their preferences and select the queues
from "My Queues" listbox (making them "blue" - selected). The queues we
configured for them all appear in the listbox but in fact the agents
will only be able to receive messages regarding that queue after
selecting them again.
________________________________________
De: otrs-bounces@otrs.org [otrs-bounces@otrs.org] em Nome de James Burk
[James.Burk@dornc.com]
Enviado: segunda-feira, 8 de junho de 2009 14:30
Para: User questions and discussions about OTRS.
Assunto: [otrs] New Ticket Notification

Hello all.

I have a problem where all of my Agents do not get an email
notification when a new ticket is created for their queue. All agents
have their preferences properly set to receive email. And there doesn't
seem to be any logic for why the two agents that do receive them are
selected. Any thoughts?

Best regards,

Jim
ITIL Process Manager
NCDOR
919-715-4932
james.burk@dornc.com

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Message: 2
Date: Tue, 9 Jun 2009 15:55:30 -0700
From: Sripathi Ramadurai <rsripathi@gmail.com>
Subject: [otrs] Age of Closed Tickets
To: otrs <otrs@otrs.org>
Message-ID:
<3776fa9d0906091555m7dd22e3bp1f9f655b16f3dbfb@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Hello,
We have started to use the OTRS system and have a problem with the Age of
tickets. Once a ticket is closed successfully, the aging does not stop.
Any way we can have the age stop on closed tickets?

Any help is appreciated.

Sri
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Message: 3
Date: Wed, 10 Jun 2009 10:28:01 +0800
From: Arlene Wu <arlene_wu@heartsome.net>
Subject: [otrs] Timezone setting
To: User questions and discussions about OTRS <otrs@otrs.org>
Message-ID: <4A2F1A31.4000003@heartsome.net>
Content-Type: text/plain; charset=UTF-8; format=flowed

Hi,

We are in China (Timezone Beijing), while our server is located in USA.
We found the time displayed in OTRS is always wrong, not our local time.
And ticket from our client (also in China) and notification email always
showing wrong time, but different from that in OTRS.

We know timezone could be set in Config Options: Framework ->
Core::Time, but we fail to find out the solution that really makes the
time correct.

Thanks a lot,
Arlene

------------------------------

Message: 4
Date: Wed, 10 Jun 2009 11:42:19 +0800
From: Jeffery Chen Fan <jeffery9@gmail.com>
Subject: Re: [otrs] Timezone setting
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<baea09f90906092042i472571d1ta5d45e5c7fe66d32@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

the option TimeZoneUser would be the solution,,

@ Chen Fan from suzhou.

On Wed, Jun 10, 2009 at 10:28 AM, Arlene Wu <arlene_wu@heartsome.net> wrote:

> Hi,
>
> We are in China (Timezone Beijing), while our server is located in USA. We
> found the time displayed in OTRS is always wrong, not our local time. And
> ticket from our client (also in China) and notification email always showing
> wrong time, but different from that in OTRS.
>
> We know timezone could be set in Config Options: Framework -> Core::Time,
> but we fail to find out the solution that really makes the time correct.
>
> Thanks a lot,
> Arlene
>
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--
Jeffery
___
/\__\ "What is the world coming to?"
\/__/
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Message: 5
Date: Wed, 10 Jun 2009 10:00:45 +0300
From: "Jerais A. Al-Jeraisy" <root@jerais.com>
Subject: [otrs] Resolved Re: installation on FreeBSD Jail
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<bfde12050906100000y4b172a50o52d17c153f621f8d@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Michiel,

all work as expected, i just enabled "security.jail.sysvipc_allowed" in the
host while SYSVSHM is already enabled by GENERIC kernel.

thank you.

On Mon, Jun 8, 2009 at 2:29 PM, Jerais A. Al-Jeraisy <root@jerais.com>wrote:

> Hi Michiel,
>
> thank you man, you made my day, i thought no one faced/know my issue!
>
> i'll check the servers this week and get back, appreciated.
>
> btw, for Lighty + OTRS how-to, consider it done, i'll send it to the
> maillist next week, insha'allah.
>
> --
> Jerais A. Al-Jeraisy, RHCE, LPIC, Linux+.
> Sr. Systems Specialist
> email: root@jerais.com
> website: http://www.jerais.com
>
> "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown
>
> On Mon, Jun 8, 2009 at 1:07 PM, Michiel Beijen <michiel@beefreeit.nl>wrote:
>
>> Hi Jerais,
>>
>> You probably noticed that Log.pm uses the System-V shared memory queues to
>> store the system log messages for displaying these in the web frontend.
>> I currently do not have access to a FreeBSD system, but there is a kernel
>> configuration flag to enable System-V shmem: see the SYSVSHM option in the
>> Handbook:
>> http://www.freebsd.org/doc/en/books/handbook/kernelconfig-config.html -
>> is this enabled in your kernel?
>>
>> Also, have you enabled jail.sysvipc_allowed sysctl for kernel? This is
>> necessary to allow access to shmget et al. from a jail.
>>
>> Can you share your experiences with running OTRS on Lighty? Do you also
>> use fcgi? Were there any caveats configuring it, and can you share your
>> configuration setup?
>>
>> Kind regards,
>> --
>> Michiel Beijen
>> Software Consultant
>> +31 6 - 457 42 418
>> Bee Free IT + http://beefreeit.nl
>>
>>
>> On Wed, Jun 3, 2009 at 12:44, Jerais A. Al-Jeraisy <root@jerais.com>wrote:
>>
>>> Hi all,
>>>
>>> well, i've this strange problem and i'm sure you gonna help me :-).
>>>
>>> - the problem is:
>>> when i run -though web- installer.pl or index.pl i'm getting this error
>>> message:
>>>
>>> "Function not implemented at
>>> /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93."
>>>
>>> - this is the environment that i'm gonna install OTRS on:
>>>
>>> FreeBSD 7.1. -Jailed-.
>>> Webserver: lighttpd-1.4.22
>>> Perl version: v5.10.0
>>> perl-OTRS modules:
>>> ./otrs.checkModules
>>> "
>>> o CGI............................ok (v3.43)
>>> o Date::Pcalc....................ok (v1.2)
>>> o Date::Format...................ok (v2.22)
>>> o DBI............................ok (v1.607)
>>> o DBD::mysql.....................ok (v4.010)
>>> o Digest::MD5....................ok (v2.38)
>>> o Crypt::PasswdMD5...............ok (v1.3)
>>> o LWP::UserAgent.................ok (v5.826)
>>> o IO::Scalar.....................ok (v2.110)
>>> o IO::Wrap.......................ok (v2.110)
>>> o MIME::Base64...................ok (v3.07)
>>> o Mail::Internet.................ok (v2.04)
>>> o MIME::Tools....................ok (v5.427)
>>> o Net::DNS.......................ok (v0.65)
>>> o Net::POP3......................ok (v2.29)
>>> o Net::POP3::SSLWrapper.......not installed! (not required / for
>>> SSL connections)
>>> o Net::IMAP::Simple..............not installed! (not required / for
>>> IMAP connections)
>>> o Net::IMAP::Simple::SSL......not installed! (not required / for
>>> SSL connections)
>>> o Net::SMTP......................ok (v2.31)
>>> o Authen::SASL................ok (v2.12)
>>> o Net::LDAP......................not installed! (not required / for
>>> directory authentication)
>>> o GD.............................ok (v2.41)
>>> o GD::Text....................ok (v0.86)
>>> o GD::Graph...................ok (v1.44_01)
>>> o GD::Graph::lines............ok (v1.17)
>>> o GD::Text::Align.............ok (v1.18)
>>> o PDF::API2......................ok (v0.73)
>>> o Compress::Zlib..............ok (v2.015)
>>> o XML::Parser....................ok (v2.36)
>>> "
>>> this is the first time i'm getting this with OTRS, and i'm struggling
>>> since 2days to solve it.
>>>
>>> appreacitaced your help in advance.
>>>
>>>
>>> --
>>> Jerais A. Al-Jeraisy, RHCE
>>> Sr. Systems Specialist
>>> email: root@jerais.com
>>> website: http://www.jerais.com
>>>
>>> "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown
>>>
>>>
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>>
>>
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>
>
>
>
>
>

--
Jerais A. Al-Jeraisy, RHCE, LPIC, Linux+.
Sr. Systems Specialist
email: root@jerais.com
website: http://www.jerais.com

"Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown
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