Re: [otrs] Help finding installer.

[Alexander Scholler]

Hi Dustin,

Dustin Oprea schrieb:



I see that the installer.pl file used to set up the system should be in 
OTRS' root web directory, but it seems to be buried in 
"www/otrs/bin/cgi-bin/installer.pl" instead. I tried many different 
versions, and then just moving everything (as a last resort) to where 
the documentation says the installer script and every other webfile 
should be, but to no avail.



What am I missing?


The static web-files are located in
URL-path /otrs-web/, that's the file-path [your installation specific 
otrs-home]/var/httpd/htdocs/.


The dynamic pages (perl-scripts) are located in
URL-path /otrs/, that's (if running CGI) [your installation specific 
otrs-home]/bin/cgi-bin/.


It's not neccassary to move files within you otrs-installation.
Watch you webserver-cgi-setup and ajust otrs-cgi-setup to fit it.



Thanks :) .

Dustin Oprea


Bye, Alex
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Re: [otrs] Problems recibing mails

[Alexander Scholler]

Hi Ronn,

Ronald Naranjo schrieb:

it is the first time installing otrs,
but i got a error when recibing mails,
the folowing error is displayed when execute /otrs/bin/PostMasterPOP3.pl
i also I had changed my status in spanish, (eg nuevo, pendiente)

That's exactly the explanation.

Problem:
OTRS is configured to use the state "new" when receiving mails through 
PostMasterPOP3. But your installation does no longer know the state new 
due to your status-changes.


Solution:
1a) Undo the status-changes.
1b) Edit the status within the spanish-translation-file 
~/Kernel/Language/es.pm

or
2a) Leave the status as it is now.
2b) Adjust PostmasterDefaultState and many other settings (new 
mail-ticket, new phone-ticket, new customer-gui-ticket, ...)


Not that you also have to do this if you changed the queue-names raw and 
postmaster.


 
the error is:
 
Message 1/1 ([EMAIL PROTECTED] 
)

ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006
 
 Message: No StateID for 'new'!!!
 
 Traceback (4188):

   Module: Kernel::System::Ticket::TicketCreate (v1.194) Line: 342
   Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162
   Module: Kernel::System::PostMaster::Run (v1.52) Line: 239
   Module: main::FetchMail (v1.17) Line: 198
   Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126
 
ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006
 
 Message: Need TicketID!
 
 Traceback (4188):

   Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84
   Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208
   Module: Kernel::System::PostMaster::Run (v1.52) Line: 239
   Module: main::FetchMail (v1.17) Line: 198
   Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126
 
ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006
 
 Message: Need TicketID!
 
 Traceback (4188):

   Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2687
   Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231
   Module: Kernel::System::PostMaster::Run (v1.52) Line: 239
   Module: main::FetchMail (v1.17) Line: 198
   Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126
 
ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:55 2006
 
 Message: Can't process email with MessageID 
<<[EMAIL PROTECTED] 
>>! Please create a 
bug report with this email (var/spool/) on http://bugs.otrs.org/!
 
 Traceback (4188):

   Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236
   Module: Kernel::System::PostMaster::Run (v1.52) Line: 239
   Module: main::FetchMail (v1.17) Line: 198
   Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126
 


Connection to mail.righttek.com closed.
thanks in advance for your help
Ronn


Bye, Alex
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Re: [otrs] LDAP Customer Backend Authentification Question

[Alexander Scholler]

Hi,

[EMAIL PROTECTED] schrieb:

I use LDAP to let my customers authentificate in the system.
 
My users have to enter their userid and i'd prefer that they have to 
enter their mail address. How can I achieve this ?


$Self->{'Customer::AuthModule::LDAP::UID'} = 'mail';
$Self->{CustomerUser} = {
 # ...
 CustomerKey => 'mail',
 # ...
}

# optional
$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@yourmaildomain.tld';

(That works fine on our installation.)

I think that the OTRS-login-name of the customer (you wish to use the 
mail-address) must be identical to the unique Identification of the 
customer (CustomerKey) within OTRS. I think you can not do any mapping like

1) login with mail-adress,
2) map mail-address to uid and use customer-uid within OTRS

 
Thanks in advance

Franck


Bye, Alex
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Re: [otrs] OTRS 1.3 user - queue permission configurations

[Alexander Scholler]

Hi Maxim,

I advice to switch over to v2.x due to better implementation and more 
features on access rights. For example, you can define ACLs.
But also the documentation off v2.x lacks in this point - alternatively 
you can search this mailing list.


Bye, Alex

Maxim Vexler schrieb:

Hi Everyone,

The documentation of otrs 1.3, permissions [1] states "You will be
able to handle different groups of users with different permissions
(e. g. only read ticket in a queue or one group should not have ro/rw
access to a queue)."

It is unclear to me how to implement those permissions.

I would like to create group of "viewers" that would have read only
permissions on certain queues, can this be implemented with the 1.3
version and if so please explain further. I've looked at the Config.pm
file and haven't found any such option in the code.

Thank you for your help,
Maxim.

[1] http://doc.otrs.org/1.3/en/html/permission.html#PERMISSION-GROUP


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[otrs] Help finding installer.

[Dustin Oprea]

I see that the installer.pl file used to set up the system should be in 
OTRS' root web directory, but it seems to be buried in 
"www/otrs/bin/cgi-bin/installer.pl" instead. I tried many different 
versions, and then just moving everything (as a last resort) to where 
the documentation says the installer script and every other webfile 
should be, but to no avail.



What am I missing?

Thanks :) .

Dustin Oprea

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[otrs] Problems recibing mails

[Ronald Naranjo]

it is the first time installing otrs,
but i got a error when recibing mails,
the folowing error is displayed when execute /otrs/bin/PostMasterPOP3.pl
i also I had changed my status in spanish, (eg nuevo, pendiente)
 
the error is:
 
Message 1/1 ([EMAIL PROTECTED])ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006
 
 Message: No StateID for 'new'!!!
 
 Traceback (4188):   Module: Kernel::System::Ticket::TicketCreate (v1.194) Line: 342   Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162   Module: Kernel::System::PostMaster::Run (v1.52) Line: 239   Module: main::FetchMail (v1.17) Line: 198   Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126
 
ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006
 
 Message: Need TicketID!
 
 Traceback (4188):   Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84   Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208   Module: Kernel::System::PostMaster::Run (v1.52) Line: 239   Module: main::FetchMail (v1.17) Line: 198   Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126
 
ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006
 
 Message: Need TicketID!
 
 Traceback (4188):   Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2687   Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231   Module: Kernel::System::PostMaster::Run (v1.52) Line: 239   Module: main::FetchMail (v1.17) Line: 198   Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126
 
ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:55 2006
 
 Message: Can't process email with MessageID <<[EMAIL PROTECTED]>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/!
 
 Traceback (4188):   Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236   Module: Kernel::System::PostMaster::Run (v1.52) Line: 239   Module: main::FetchMail (v1.17) Line: 198   Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126
 
Connection to mail.righttek.com closed.
thanks in advance for your help
Ronn-- 
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[otrs] Queue View Problems

[Joe Fusco]

I’ve
had a couple of tickets today that show the text of the owner change notification
when in the queue view.  If I zoom to the ticket, it looks fine.  Anyone else
experience this?  Any idea why or how to correct it?  I have several other
tickets that are fine.

 

Thanks,

Joe
Fusco






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Re: [otrs] External statistics of OTRS

[Andy Lubel]

Jasperreports uses an entirely different language, java!

I use it for many general reporting things, but making something like this
part of the OTRS distro would require an individual to install some j2ee
(tomcat etc).

:D






On 9/15/06 1:35 AM, "Alexander Scholler" <[EMAIL PROTECTED]>
wrote:

> Hi,
> 
> OTRS v2.1 comes with reimplementation or new GUI (?) of the statistic
> framework.
> 
> That's fine, but I think OTRS shall not try to rebuild better external
> tools specialized for statistic analysis.
> 
> I just heard about JasperReports. Did anybody of you gained experience
> on cooperation of OTRS and JasperReports?
> 
> If so, did you achieve to use the time within the working hours (e.g.
> for duration between ticket creation and closure) instead of just using
> mathematical time-differences.
> 
> Bye, Alex
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[otrs] user history article.pm 1117

[Jared Cebada]

I have some users who can login to otrs. They are then greeted by
software error in article.pm line 1117. However they can create tickets,
and update their preferences. They just can't view their own ticket
history. For that matter neither can an admin. However that is not the
same for all users, most can login and view their history just fine.
Sense other users can log in I believe the problem is in the Database. 

What table is responsible for linking the customer id to the ticket
id.
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[otrs] LDAP Customer Backend Authentification Question

[franck . lamas]

I use LDAP to let my customers authentificate in the system. My users have to enter their userid and i'd prefer that they have to enter their mail address. How can I achieve this ? Thanks in advanceFranck___
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[otrs] OTRS 1.3 user - queue permission configurations

[Maxim Vexler]

Hi Everyone,

The documentation of otrs 1.3, permissions [1] states "You will be
able to handle different groups of users with different permissions
(e. g. only read ticket in a queue or one group should not have ro/rw
access to a queue)."

It is unclear to me how to implement those permissions.

I would like to create group of "viewers" that would have read only
permissions on certain queues, can this be implemented with the 1.3
version and if so please explain further. I've looked at the Config.pm
file and haven't found any such option in the code.

Thank you for your help,
Maxim.

[1] http://doc.otrs.org/1.3/en/html/permission.html#PERMISSION-GROUP

--
Cheers,
Maxim Vexler

"Free as in Freedom" - Do u GNU ?
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