Re: [otrs] Pending tickets don't close when scheduled
On Fri, 2006-01-13 at 13:23 -0600, Peake, Jeremy wrote: > When I change a ticket to pending auto close, why doesn't it close > when the time passes? Is it supposed to? Check the cron job which checks for pending actions runs often enough. -- Luca Corti PGP Key ID 1F38C091 Adesso dico: "Lascia che ti venga mosrato e comprendi." signature.asc Description: This is a digitally signed message part ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Pending tickets don't close when scheduled
Title: Pending tickets don't close when scheduled When I change a ticket to pending auto close, why doesn't it close when the time passes? Is it supposed to? Thanks Jeremy P ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Where can I get a listing of all OTRS variables e.g.
Gang, Where can I get a complete listing of all the system defined variables i.e. etc. they have them for almost everything, but right now I have to search other admin section or the config files to find them all, very time consuming, is there a listing of all variable? Thank you Thank you, Michael W. Belz Jr. Systems Administrator, Sky River Management (702) 336-9418 AIM: SimbaSRM ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Changing priority
Is there a way for the customer to change the priority of a ticket? For example, a ticket was submitted with normal priority (priority 3), but much time has passed and the request has now become urgent. Is there any way for the customer make this change? Or do they just have to send a follow-up email? Thanks, Jennifer ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] No Permission!
Are you still having this issue? If you are I sugges the following.. Perform an export on your mysql data or your "OTRS" DB... Reload the *.sql script file using sql scripting, look through web for help on this Log into mysqladmin or mysql prompt and blow away your "otrs" DB.. You can then reload the backed up sql database after your either upgrade or reload otrs You can download or FTP the latest OTRS version unpack configure once more then load the "otrs" DB via sql do a show databases command to verify that it is in tact. Or you can just reload the DB again. Try some of these things You have configuration issues and it sounds like you do not no where they are coming from. Update Perl and update your modules is another option. Thank you, Michael W. Belz Jr. Systems Administrator, Sky River Management (702) 336-9418 AIM: SimbaSRM -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Michael Belz Sent: Monday, January 09, 2006 11:20 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] No Permission! Have you tried stopping all services i.e. apache, mysql and shutdown your system and reboot starting all services up from fresh? Also have you tried updating to 2.0? Also how much data do you have? Can you afford to start over or is this is the field being used with customers? How important is your data? Thank you, Michael W. Belz Jr. Systems Administrator, Sky River Management (702) 336-9418 AIM: SimbaSRM -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Florent Guiliani Sent: Monday, January 09, 2006 9:17 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] No Permission! Michael Belz a écrit : >Did you run otrs.ChekcModules script? Run that to see if you need to >update your perl modules. > > Yes All is OK (see above). All was working right but I don't know wky, from a couple a hours it's don't work anymore :( [EMAIL PROTECTED] bin]$ ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok [EMAIL PROTECTED] bin]$ >Thank you, > >Michael W. Belz >Jr. Systems Administrator, Sky River Management >(702) 336-9418 >AIM: SimbaSRM > >-Original Message- >From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of >Florent Guiliani >Sent: Monday, January 09, 2006 9:04 AM >To: User questions and discussions about OTRS.org >Subject: Re: [otrs] No Permission! > > >And in /var/log/httpd/errors_log I've got: > >ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon Jan 9 18:03:03 2006 > > Message: Need module! > > Traceback (32402): > Module: Kernel::System::Main::Require (v1.1) Line: 44 > Module: Kernel::System::Ticket::Permission (v1.194) Line: 1499 > Module: Kernel::Modules::AgentTicketZoom::Run (v1.14) Line: 85 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 > Module: >ModPerl::ROOT::ModPerl::Registry::home_otrs_bin_cgi_2dbin_index_2epl::h a >ndler >(v) Line: 48 > Module: (eval) (v1.80) Line: 187 > Module: ModPerl::RegistryCooker::run (v1.80) Line: 187 > Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 159 > Module: ModPerl::Registry::handler (v1.99) Line: 16 > >ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon Jan 9 18:03:03 2006 > > Message: Module '' not found! > > Traceback (32402): > Module: Kernel::System::Ticket::Permission (v1.194) Line: 1499 > Module: Kernel::Modules::AgentTicketZoom::Run (v1.14) Line: 85 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 > Module: >ModPerl::ROOT::ModPerl::Registry::home_otrs_bin_cgi_2dbin_index_2epl::h a >ndler >(v) Line: 48 > Module: (eval) (v1.80) Line: 187 > Module: ModPerl::RegistryCooker::run (v1.80) Line: 187 > Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 159 > Module: ModPerl::Registry::handler (v1.99) Line: 16 > >ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon Jan 9 18:03:03 2006 > > Message: Need module! > > Traceback (32402): > Module: Kernel::System::Main::Require (v1.1) Line: 44 > Module: Kernel::System::Ticket::Permission (v1.194) Line: 1499 > Module: Kernel::Modules::AgentTicketZoom::Run (v1.14) Line: 85 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 > Module: >ModPerl::ROOT::ModPerl::Registry::home_otrs_bin_cgi_2dbin_index_2epl::h a >ndler >(v) Li
Re: [otrs] FAQ Entries
Hi, I managed to locate qtn. #1 && 3 easily via gui. But question #2 remains. I would like to designate certain tickets and their resolutions and candidates for the faq/public area, without re-typing them in that section. Any assistance highly welcomed _Thanks Richard --- Richard Mollel <[EMAIL PROTECTED]> wrote: > Hi, > Still a newbie here...trying to customize otrs to my > liking. > Questions: > > 1. How do entries end up in the faq section? I can't > seem to figure that out so far... (maybe with time i > will). > > 2. I need to be able to designate certain closed > cases > as candidates for the FAQ. So, when i am closing a > case, in the note section, i would prefer to see an > option other than "note internal", such as "note > public" for example. > > 3. Under my http://hostname/otrs/public.pl, there > are > no entries...and i dont know how to designate > anything > to go there yet. > > If you could save me some time figuring this out, it > would help a great deal. > > _Thanks > > Richard > > > __ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam > protection around > http://mail.yahoo.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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] FAQ Entries
Hi, Still a newbie here...trying to customize otrs to my liking. Questions: 1. How do entries end up in the faq section? I can't seem to figure that out so far... (maybe with time i will). 2. I need to be able to designate certain closed cases as candidates for the FAQ. So, when i am closing a case, in the note section, i would prefer to see an option other than "note internal", such as "note public" for example. 3. Under my http://hostname/otrs/public.pl, there are no entries...and i dont know how to designate anything to go there yet. If you could save me some time figuring this out, it would help a great deal. _Thanks Richard __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
AW: SOLVED: [otrs] v2.0.4 Changing Ticket Sequence Number
No Prob,
Happy to help.
Thank you,
Shawn Beasley
Support - IT
Cargo Future Communications GmbH
Building 1335
55483 Airport Hahn
Tel.+49 6543 983 113
Fax+49 6543 983 119
Mobil: +49 151 12 12 8934
Email: [EMAIL PROTECTED]
Web: http://www.cfc-callcenter.com
-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Richard Mollel
Gesendet: Freitag, 13. Januar 2006 16:39
An: User questions and discussions about OTRS.org
Betreff: SOLVED: [otrs] v2.0.4 Changing Ticket Sequence Number
Thanks for your response. I also just found this
option, in Default.pm and moved it to Config.pm.
The change i made was::
#For ticket ID's::
$Self->{'Ticket::NumberGenerator'} =
'Kernel::System::Ticket::Number::AutoIncrement';
# further config option for
Kernel::System::Ticket::Number::AutoIncrement
# (min ticket counter size)
$Self->{'Ticket::NumberGenerator::MinCounterSize'}
= 3;
This works, getting short (5 digits total) ticket
number.
_Thanks
Richard
--- [EMAIL PROTECTED] wrote:
> Hello Richard,
>
> Try:
>
> Config Options: Ticket -> Core::Ticket
>
> Ticket::NumberGenerator
>
>
>
> Vielen Dank,
>
> Shawn Beasley
> Support - IT
>
> -Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] Im Auftrag von
> Richard Mollel
> Gesendet: Donnerstag, 12. Januar 2006 17:40
> An: otrs@otrs.org
> Betreff: [otrs] v2.0.4 Changing Ticket Sequence
> Number
>
> (Re-posting...i did not receive my own posting
> initially.)
>
> Hi,
> I installed ver 1.3 initially, everything tested OK.
> Now
> i installed 2.0.4, and i do not see the choice for
> using a custom ticket numbers. It defaults to
> Ticket#200601110118 format.
> I need something shorterwhere is this option? It
> was straight forward in the old installation.
> _Thanks in advance
>
> Richard.
>
> __
> Do You Yahoo!?
> Tired of spam? Yahoo! Mail has the best spam
> protection around
> http://mail.yahoo.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
> Support oder Consulting für Ihr OTRS System?
> => http://www.otrs.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
> Support oder Consulting für Ihr OTRS System?
> => http://www.otrs.de/
>
__
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[otrs] OTRS Install on CentOS with cPanel
Greetings all! I am really sorry if this topic has been covered I would love to hear some comments on OTRS install on CentOS with cPanel / WHM We are getting ready to install OTRS on one of our production servers running the above. Thank you very much in advance for your input! Cheers... Dave ParagonHost.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
SOLVED: [otrs] v2.0.4 Changing Ticket Sequence Number
Thanks for your response. I also just found this
option, in Default.pm and moved it to Config.pm.
The change i made was::
#For ticket ID's::
$Self->{'Ticket::NumberGenerator'} =
'Kernel::System::Ticket::Number::AutoIncrement';
# further config option for
Kernel::System::Ticket::Number::AutoIncrement
# (min ticket counter size)
$Self->{'Ticket::NumberGenerator::MinCounterSize'}
= 3;
This works, getting short (5 digits total) ticket
number.
_Thanks
Richard
--- [EMAIL PROTECTED] wrote:
> Hello Richard,
>
> Try:
>
> Config Options: Ticket -> Core::Ticket
>
> Ticket::NumberGenerator
>
>
>
> Vielen Dank,
>
> Shawn Beasley
> Support - IT
>
> -Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] Im Auftrag von
> Richard Mollel
> Gesendet: Donnerstag, 12. Januar 2006 17:40
> An: otrs@otrs.org
> Betreff: [otrs] v2.0.4 Changing Ticket Sequence
> Number
>
> (Re-posting...i did not receive my own posting
> initially.)
>
> Hi,
> I installed ver 1.3 initially, everything tested OK.
> Now
> i installed 2.0.4, and i do not see the choice for
> using a custom ticket numbers. It defaults to
> Ticket#200601110118 format.
> I need something shorterwhere is this option? It
> was straight forward in the old installation.
> _Thanks in advance
>
> Richard.
>
> __
> Do You Yahoo!?
> Tired of spam? Yahoo! Mail has the best spam
> protection around
> http://mail.yahoo.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
> Support oder Consulting für Ihr OTRS System?
> => http://www.otrs.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
> Support oder Consulting für Ihr OTRS System?
> => http://www.otrs.de/
>
__
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Re: [otrs] changing things in otrs
peter brouwer a écrit : I expect the close button to not show up anymore, but nothing happens. Any help to get started would be welcome. Do you use mod_perl? Is Apache::Reload is used? Try to restart apache with service httpd restart Florent, ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Deleting attached files
Hello all, I've Google'd and looked on the mailing list archives. Is there a way to strip attached files from a ticket we want to close? I also looked at the Generic Agent to see if there was an answer there. *** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * [EMAIL PROTECTED] (530)752-8008 *** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] PostmasterFollowUpState
Hello, I woder which are the valid values for the PostmasterFollowUpState configuration parameter. By default it is set to 'open', which causes closed tickets to be reopened upon followup. I'd like to avoid state changes on followup by the customer. Is there a value which leaves the ticket state untouched? thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: Incorrectly configured static routes on the corerouters. ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] backend updates
Hi ewerybody, It is again me, I am searching for the information if it is possible to reach & update OTRS database with an external application and does OTRS cache the information in the database or it just synchronises all the information from the ticket database eachtime? Some help will be really helpful. Thanks for your time, Best Regards, ibrahim ALIZ conVISUAL A.G. Oberhausen, Germany __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Free Fields for the tickets
You just need to uncomment some lines in the right template2006/1/11, ibrahim ALIZ <[EMAIL PROTECTED]>: Hi everybody,One more question :)Is it possible to assign values for Free Fields whilecreating a new ticket? I dont see the 'Free Fields' Idefined, in the new ticket window, is there a way tosee them within this menu? Thanks,Best Regards,ibrahim ALIZconVISUALOberhausen, Germany__Do You Yahoo!?Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting für Ihr OTRS System?=> http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] changing things in otrs
Hi All!
I'm trying to make some changes in OTRS, but can seem to get started.
Whatever i do it doesnt seem to change anything in otrs at all.
For example if i try to edit
Output/HTML/Standard/AgentZoomHead.dtl
and comment this line out:
# should we show the close action
#onmouseover="window.status='$Text{"Close"}'; return true;"
onmouseout="window.status='';" class="menuitem" title="$Text{"Close this
ticket !"}">$Text{"Close"}"; }>
I expect the close button to not show up anymore, but nothing happens.
Any help to get started would be welcome.
Cheers.
___
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[otrs] Team Leaders
Dear all, I have team leaders that will login to the customer.pl to check tickets that are open. They will need to see all tickets that have been created. This is available by the company ticket option, but I am not sure where to set this up. Can anyone assist me in this? Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: [EMAIL PROTECTED] Web: http://www.cfc-callcenter.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
AW: [otrs] v2.0.4 Changing Ticket Sequence Number
Hello Richard, Try: Config Options: Ticket -> Core::Ticket Ticket::NumberGenerator Vielen Dank, Shawn Beasley Support - IT -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Richard Mollel Gesendet: Donnerstag, 12. Januar 2006 17:40 An: otrs@otrs.org Betreff: [otrs] v2.0.4 Changing Ticket Sequence Number (Re-posting...i did not receive my own posting initially.) Hi, I installed ver 1.3 initially, everything tested OK. Now i installed 2.0.4, and i do not see the choice for using a custom ticket numbers. It defaults to Ticket#200601110118 format. I need something shorterwhere is this option? It was straight forward in the old installation. _Thanks in advance Richard. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] v2.0.4 Changing Ticket Sequence Number
(Re-posting...i did not receive my own posting initially.) Hi, I installed ver 1.3 initially, everything tested OK. Now i installed 2.0.4, and i do not see the choice for using a custom ticket numbers. It defaults to Ticket#200601110118 format. I need something shorterwhere is this option? It was straight forward in the old installation. _Thanks in advance Richard. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: AW: [otrs] Miscellaneous question on tweaking OTRS behaviour
On Fri, 2006-01-13 at 14:58 +0100, [EMAIL PROTECTED] wrote: > Ticket::Frontend::NeedAccountedTime: Thanks a lot, I really missed that config option. -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: SCSI's too wide. ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
AW: [otrs] Miscellaneous question on tweaking OTRS behaviour
Hello Luca, - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. Ticket::Frontend::NeedAccountedTime: Vielen Dank, Shawn Beasley Support - IT -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Luca Corti Gesendet: Freitag, 13. Januar 2006 10:56 An: otrs@otrs.org Betreff: [otrs] Miscellaneous question on tweaking OTRS behaviour Hello all, here's a small list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Miscellaneous question on tweaking OTRS behaviour
On Fri, 2006-01-13 at 14:11 +0100, Luca Corti wrote: Sorry for the double posting. -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: Dyslexics retyping hosts file on servers ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Need TicketID in TicketStdResponseString()
hi All, Is there a documentation that shows the relationships in OTRS database, for ex: primary & foreign keys. The problem is when I insert a new ticket to the database externally, the system recognizes the ticket, however it doesnt show any info related instead of a notice in the blue part saying "Need TicketID in TicketStdResponseString()". Thanks for your time, ibrahim ALIZ conVISUAL A.G. Oberhausen, Germany __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Miscellaneous question on tweaking OTRS behaviour
Hello all, here's a small list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Miscellaneous question on tweaking OTRS behaviour
Hello, here's a list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] OTRS (Active Directory) still doesn't work.
Hi Mike,
your error description sound like you "just" have some syntax errors in
your Config.pm, but at the first glance, I couldn't recognize any.
Note that you have to distinguish this 3 types of LDAP/AD-connection:
1. agent authentification
2. customer authentification
3. further information about customers
Your description sound like you switched 2nd to AD,
but your error message directes to 3rd.
Sorry for that weak guidance for the moment,
Alex
Mike Pietersen schrieb:
I have had OTRS working when using the cookie based user authentication,
but when I changed over to AD authentication it no longer works.
All I get is:
Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at
/opt/otrs//Kernel/System/CustomerUser.pm line 80, line 4.
This “ line 4.” Error will increment and get larger if you hit
refresh multiple times.
I haven’t modified the CustomerUser.pm at all, but I have modified the
Config.pm to outline what they have on OTRS’s website.
It should be working, right?
I probably haven’t configured it properly, so I’m looking for some
suggested direction on which angle to approach this at.
>> CONFIG.PM: <<<
# --
# Kernel/Config.pm - Config file for OTRS kernel
# Copyright (C) 2001-2005 Martin Edenhofer <[EMAIL PROTECTED]>
# --
# $Id: Config.pm.dist,v 1.16 2005/05/27 18:12:15 martin 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:
#
# -->> OTRS does have a lot of config settings. For more settings
# (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator,
# LDAP, PostMaster, Session, Preferences, ...) see
# Kernel/Config/Defaults.pm and copy your wanted lines into "this"
# config file. This file will not be changed on update!
#
# --
package Kernel::Config;
# --
sub Load {
my $Self = shift;
# #
# #
# #
# Start of your own config options!!! #
# #
# #
# #
# #
# database settings#
# #
# DatabaseHost
# (The database host.)
$Self->{'DatabaseHost'} = 'localhost';
# Database
# (The database name.)
$Self->{'Database'} = 'otrs';
# DatabaseUser
# (The database user.)
$Self->{'DatabaseUser'} = 'root';
# DatabasePw
# (The password of database user. You also can use bin/CryptPassword.pl
# for crypted passwords.)
$Self->{'DatabasePw'} = 'hot';
# DatabaseDSN
# (The database DSN for MySQL ==> more: "man DBD::mysql")
$Self->{DatabaseDSN} =
"DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";
# (The database DSN for PostgrSQL ==> more: "man DBD::Pg")
# if you want to use a local socket connection
#$Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};";
# if you want to use a tcpip connection
#$Self->{DatabaseDSN} =
"DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";
# #
# fs root directory
# #
$Self->{Home} = '/opt/otrs';
# #
# insert your own config settings "here" #
# config settings taken from Kernel/Config/Defaults.pm #
# #
# $Self->{SessionUseCookie} = 0;
# $Self->{'CheckMXRecord'} = 1;
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} =
'asf-fp1.allstatefastener.local';
$Self->{'AuthModule::LDAP::BaseDN'} =
'DC=allstatefastener,DC=local';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'AuthModule::LDAP::SearchUserDN'} =
'CN=otrs,CN=Users,DC=allstatefastener,DC=local';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'asfcorp02';
$Self->{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} =
'asf-fp1.allstatefastener.local';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} =
'DC=allstatefastener,DC=local';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP:
[otrs] Re: OTRS (Active Directory) still doesn't work
Mike, This is how I got it to work. I also have it working on version 2 even though the message below refers to version 1.3.2. http://lists.otrs.org/pipermail/otrs/2005-December/009772.html Hope this helps... Mike [EMAIL PROTECTED] wrote: >1. OTRS (Active Directory) still doesn't work. (Mike Pietersen) I have had OTRS working when using the cookie based user authentication, but when I changed over to AD authentication it no longer works. All I get is: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, line 4. This " line 4." Error will increment and get larger if you hit refresh multiple times. I haven't modified the CustomerUser.pm at all, but I have modified the Config.pm to outline what they have on OTRS's website. It should be working, right? I probably haven't configured it properly, so I'm looking for some suggested direction on which angle to approach this at. ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Moving database from one server to another
mm, good question. i just change de otrs users password (so no otrs processes could connect) made a dump of the otrs database inproted it on to an other server. changed the mysql settings(username/password/hostname of the sql database) and everything dit work again... only thing i can imagen is that your otrs user hasn't got the right privaliges to insert a record in to the database... Thomas Alina Florea wrote: Hi everybody, I have installed OTRS 2.0.4 on a new server and I want to move the database from the old server (OTRS 1.0.3) to the new one. Both OS ar Fedora Core 3. I have backuped the database from the old server using mysql_hourly.sh and I have used the following command to charge the mysql database into the new one: mysql -u root -p test < mysql.sql Now, when I try to connect to OTRS I have the following message: "Can't insert session id! at ...//Kernel/system/AutSession/DB.pm line 198" What have I did wrong? If anyone has altready moved a database and worked, any advice will be appreciate. Best regards. Alina Florea. ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] a problem with countdown escalation time
Hello, On Mi, Jan 11, 2006 at 10:36:13 +0200, [EMAIL PROTECTED] wrote: >in search mode I can see the age of ticket, but in zoom mode, escalation >time is unchanged for few hours >what is the solution ? Have you tryed to reload the page in zoom mode manualy? The escalation time is counted during the page load, but in zoom view you have no automatic page refresh. Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! signature.asc Description: Digital signature ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] "Cannot allocate memory at Kernel/System/Log.pm line 79 line 4"
Hi Mark, On Tue, Jan 10, 2006 at 04:45:17PM -0500, Mark Nernberg wrote: >I have just moved my OTRS installation from one box to another. > >The database transfer went fine, along with everything else. > >On both, I'm using Apache 2.0.55, Perl 5.8.7, and mod_perl2 2.0.2. > >On the old box, everything works fine. Which operating system is running on the old box? >On the new one, when trying to login to OTRS, I get the following >error: > >[Mon Jan 09 23:21:59 2006] [error] Cannot allocate memory at /usr/ >www/portal/otrs//Kernel/System/Log.pm line 79.\n > >The problem is *not* mod_perl related -- at least not directly. I get the >same errors when running "# perl index.pl". The same error also occurs with >any of the other indices (installer.pl, customer.pl, etc.) in the cgi-bin >directory. I need more infos about your system. Which operating system are you using, which OTRS version is installed. Are there any limits configured for the OTRS or the web server user? Without more infos I'm not able to help :(. Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! signature.asc Description: Digital signature ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] About Stats(Reports)
Hi, On Wed, Jan 11, 2006 at 07:22:53PM +0530, Priya b wrote: > I need to generat reports in Stats.For that i need to create perl > modules.But i m new to generate perl MODULES... > Plz..Help me. > & let me kw if smone has already created such modules for generating > reports in stats.(Rather than previosly existing one.) > Or give me some hint.. OTRS provides a framework to create stats. Here you'll find more infos: http://www.otrs.de/~me/doc-developer/en/x295.html Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! signature.asc Description: Digital signature ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] simple customer database
Hi Ovidiu, On Mi, Jan 11, 2006 at 03:08:22 +0200, [EMAIL PROTECTED] wrote: >I want to use simple customer database, for address book purpose only, >not for customer tracking ticket state. >The customer table in otrs database is, ok, but I prefer some fields to >add, like phone, post address etc. >I have a working instalation of otrs, on slackware box, with mysql, etc. >everything is fine, but I can't see the custommer users. >I need to see and edit the custommer user, and posibility to see >custommer info, and take custommer to create a ticket. >I do not need an external database, the otrs database is ok, but I need >a working frontend !!! See chapter 8.4. "Customize the customer self registration". This part of the manual explaines how to add a additional phone field to the customer frond-end and the database. You can add other fields the same way. >Optional i want to disable customer login Just set the customer you don't want any longer to login to "invalid" via the agent interface. >Thanks, Ovidiu Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! signature.asc Description: Digital signature ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Guide to customizing responses, auto-responses etc
Is there detail info someplace that explains all of the option available for this? I really want a list of the available variables, but so far have found no documentation. For example, when I set a ticket to pending, I would like the notice to the user to indicate the exact date/time when the ticket will close. Right now I'm using the "status change" notification method for sending the user a notice, but would really like to include more info on the response. Thanks Jeremy P ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Moving database from one server to another
Hi everybody, I have installed OTRS 2.0.4 on a new server and I want to move the database from the old server (OTRS 1.0.3) to the new one. Both OS ar Fedora Core 3. I have backuped the database from the old server using mysql_hourly.sh and I have used the following command to charge the mysql database into the new one: mysql -u root -p test < mysql.sql Now, when I try to connect to OTRS I have the following message: "Can't insert session id! at ...//Kernel/system/AutSession/DB.pm line 198" What have I did wrong? If anyone has altready moved a database and worked, any advice will be appreciate. Best regards. Alina Florea. ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Error message: Module '' not found! (OTRS 2.0.4)
Hi everyone!
Just wanted to check if anyone has an idea of what the cause of the
following message could be;
When logged in as Admin in OTRS 2.0.4, editing the "My Queues" listing by
performing any change in the listing yields an error message:
---8<---
Fel: Module '' not found!
Kommentar:
Rapportera fel:
Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Thu Jan 12
17:52:40 2006
Message: Module '' not found!
Traceback (26102):
Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 129
Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651
Module:
/usr/local/share/otrs/support.student.uu.se/bin/fcgi-bin/index.fpl (v1.2)
Line: 52
--->8---
We're running otrs/2.0.4p01-1 under Debian with Apache 2.0.55, mod_fastcgi
2.4.2-6, libcgi-fast-perl 5.8.4-8, libfcgi-perl 0.67-1. Support for
multiple instances by setting environment variables in FastCGI and pulling
in a separate configuration file, from Config.pm, for each instance; also
setting PERL5LIB to
/usr/local/share/otrs/support.student.uu.se
...which contains symlinks to the appropriate directory structures in
/usr/share/otrs so that OTRS should be able to find all its needed
modules.
The line in index.fpl states:
$Interface->Run();
And the line in AdminUser states:
if ($Self->{MainObject}->Require($Module)) {
...where
my $Module = $Preferences{$Group}->{Module};
...and
foreach my $Group (keys %Preferences) {
...is the loop over all groups. So for at least some group, the Module
attribute is empty and so the loop "fails".
The error message "Module '' not found!" appears to come from Main.pm,
where Require finds no module with an empty name.
This is also shown in the log:
[Thu Jan 12 13:56:53 2006][Error][Kernel::System::Main::Require][44] Need
module!
[Thu Jan 12 13:56:53 2006][Error][Kernel::Modules::AdminUser::Run][129] Module
'' not found!
The log also shows that other attributes of the user changed correctly
(they do).
Everything worked fine in 2.0.1. Any ideas?
Many thanks in advance!
Best regards,
Björn Wiberg
Uppsala University
IT Support Department
Uppsala, Sweden___
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