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
Location /home/httpd/htdocs/otrs/bin/cgi-bin
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/
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