Hi Vinni, On Mon, Jun 30, 2003 at 10:55:40AM +0200, Durepaire vincent wrote:
Ive recently installed and configured OTRS but i see 3 litle problems, Could you please read untill the end. id like to know if im wrong.
1) I use Mod_perl to make the OTRS 1.1.2 run. It works but i dont understand very well how this line works in my httpd.conf. Perlrequire $ORTS_HOME/scripts/apache-perl-startup.pl Cause it is being executed at the begining of apache (as i wanted) but when "$OTRS_HOME/bin/cgi-bin/Customer.pl" is executed whitout theses lines use Kernel::Config; use Kernel::Config::ModulesCustomerPanel; use Kernel::System::Log; [...] use Kernel::Output::HTML::Generic;
I get some errors like
Name "Kernel::System::AuthSession::CheckSessionID" used only once: possible typo at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 606. Name "DBI::errstr" used only once: possible typo at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 127.
Can't locate object method "new" via package "Kernel::Config" (perhaps you forgot to load "Kernel::Config"?) at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 67. [Fri Jun 27 12:22:32 2003] [error] [client 192.168.2.36] Premature end of script headers: /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl
That means that the modules are not loaded into memory, i thought the apache configuration line "Perlrequire $ORTS_HOME/scripts/apache-perl-startup.pl" was supposed to do that.
In $ORTS_HOME/scripts/apache-perl-startup.pl is a "use lib" for the $ORTS_HOME. If you change if from "/opt/otrs/" to "/home/httpd/htdocs/otrs/" the it will work.
2)While configuring OTRS i found out that using the customer interface i could not send a ticket to different Queues using only one "system mail address destination" filtered from the creator of the ticket. I've allready configured my qmail server with procmail to filter all incoming mails, so that when sending mail to the OTRS System email address with a mailer, emails are rederected to differents queues depending on the From header. But it daosnt work with the customer interface cause it doasnt send any mail to qmail to create a ticket. I need some help, i'd be very glad if any one can answer me on that point.
The queue-selection in customer.pl is configurable. If you want all queues, add the following to your Kernel/Config.pm $Self->{CustomerPanelSelectionType} = 'Queue'; $Self->{CustomerPanelSelectionString} = 'Queue: <Queue>'; -(don't replace <Queue>)- Maybe it's what you want.
3) While creating a ticket by emailing the OTRS email address i cannot see the ticket ive created under the customer interface, only in the user interface. is it normal and how could i go against it (filling some headers....?)
The customer id is the key. You will see all tickets with the same customer id of the current customer user. If you use the email interface there will be done a lookup (based on the email address) in the customer database. If there is no entry (no customer id) then the email address is used as customer id. -=> So use the email address as customer id by creating the customer users and you will see the tickets (both, form the customer interface and email interface).
################## CONFIGURATION FILE
Vhost.conf
</VirtualHost> <VirtualHost xxx.xxx.xxx.xxx:80> ServerName xxx DirectoryIndex /customer.pl Alias /otrs-web "/home/httpd/htdocs/otrs/var/httpd/htdocs/" DocumentRoot /home/httpd/htdocs/otrs/bin/cgi-bin Perlrequire /home/httpd/htdocs/otrs/scripts/apache-perl-startup.pl
SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> [...]
This looks fine. Maybe you also will have a look at the performance page at http://doc.otrs.org/ -=> Performance Tuning -=> Webserver. :)
Vinni
-Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --