Re: [otrs] Software error
Jim, thanks a lot for the try. But the system is running a long time without a problem and suddenly this problem occured without making a source change. My guess it's an db issue. My problem is I don't know where to start looking into the problem other then checking the db and that didn't help. Maybe some more ideas outside ? Thank you, Sven On Tuesday 10 October 2006 00:03, Jim Wright wrote: Hi, I guess we have different versions because I dont have AgentQueueView.pm - but hopefully this will help anyway. In Perl you can't use the @ symbol without escaping it, otherwise Perl thinks it's an array (I had this problem myself). So if you've edited any Perl files yourself and put in any @ symbols make sure you escape them. I believe this is only necessary in strings delimited with , eg. [EMAIL PROTECTED], but not strings delimited with ', eg. '[EMAIL PROTECTED]' This means, if you have this in a perl file [EMAIL PROTECTED] you need to change it to [EMAIL PROTECTED] This could be a complete red-herring but I thought I'd throw it in incase it helps! Good luck Jim - Original Message - From: [EMAIL PROTECTED] To: otrs@otrs.org Sent: Monday, October 09, 2006 2:39 AM Subject: [otrs] Software error Hi, we are using OTRS 1.3 with mysql 3.23.37 on a SuSE Linux and today we had a problem with the server. After reboot we used myisamchk -r *.MYI to check and repair the DB. Now we can still login, but a click to the QueueView link brings up this: Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentQueueView.pm line 480. For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error. Searching for tickets via the Search link leads to no tickets found... Please help, as you may understand, we need the system running! Thank you very much in advance, Sven -- --- See our Docs, FAQs, etc at: http://snom.com/wiki --- ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ -- --- See our Docs, FAQs, etc at: http://snom.com/wiki --- ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] error in otrs.log after upgrade
Hi, after upgrade to current stable OTRS version I've got this error: [Error][Kernel::System::Group::GroupMemberList][419] Need Type! Does anyone know how to fix it? Regards, Jan ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
Hi, some more output from the logs: Tue Oct 10 09:13:14 2006error OTRS-CGI-10 Got error 127 from table handler, SQL: 'SELECT ar.id as ca, st.name, ti.id, ar.create_by, ti.create_time_unix, ti.until_time, ts.name, tst.name FROM ticket ti, article ar, article_sender_type st, ticket_state ts, ticket_state_type tst WHERE ti.ticket_lock_id not in ( 3, 1 ) AND ti.user_id = 2 AND ar.ticket_id = ti.id AND st.id = ar.article_sender_type_id AND ts.id = ti.ticket_state_id AND ts.type_id = tst.id ORDER BY ar.create_time DESC' Tue Oct 10 08:32:06 2006error OTRS-CGI-10 Found no $QueueID for Support::Box-Support! Tue Oct 10 08:32:06 2006error OTRS-CGI-10 Found no $QueueID for Support::NATF-Suppo Looks like something is wrong with QueueID ?!? Also AgentQueueView.pm line 480 has something todo with Queues... But still I'm receiving emails indicating new tickets. Thanks, Sven On Monday 09 October 2006 11:39, [EMAIL PROTECTED] wrote: Hi, we are using OTRS 1.3 with mysql 3.23.37 on a SuSE Linux and today we had a problem with the server. After reboot we used myisamchk -r *.MYI to check and repair the DB. Now we can still login, but a click to the QueueView link brings up this: Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentQueueView.pm line 480. For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error. Searching for tickets via the Search link leads to no tickets found... Please help, as you may understand, we need the system running! Thank you very much in advance, Sven -- --- See our Docs, FAQs, etc at: http://snom.com/wiki --- ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
Maybe something more about AgentQueueView.pm line 480, this is the source
where it's complaining about:
sub _MaskQueueView {
my $Self = shift;
my %Param = @_;
my $QueueID = $Param{QueueID} || 0;
my @QueuesNew = @{$Param{Queues}}; # this is line 480
my $QueueIDOfMaxAge = $Param{QueueIDOfMaxAge} || -1;
my %AllQueues = %{$Param{AllQueues}};
my %Counter = ();
my %UsedQueue = ();
my @ListedQueues = ();
my $Level = 0;
$Self-{HighlightAge1} = $Self-{ConfigObject}-Get('HighlightAge1');
$Self-{HighlightAge2} = $Self-{ConfigObject}-Get('HighlightAge2');
$Self-{HighlightColor1} = $Self-{ConfigObject}-Get('HighlightColor1');
$Self-{HighlightColor2} = $Self-{ConfigObject}-Get('HighlightColor2');
my $CustomQueue = $Self-{ConfigObject}-Get('CustomQueue');
$CustomQueue = $Self-{LayoutObject}-{LanguageObject}-Get($CustomQueue);
$Param{SelectedQueue} = $AllQueues{$QueueID} || $CustomQueue;
my @MetaQueue = split(/::/, $Param{SelectedQueue});
$Level = $#MetaQueue+2;
[...]
Regards,
Sven
On Tuesday 10 October 2006 09:22, [EMAIL PROTECTED] wrote:
Hi,
some more output from the logs:
Tue Oct 10 09:13:14 2006 error OTRS-CGI-10 Got error 127 from table
handler, SQL: 'SELECT ar.id as ca, st.name, ti.id, ar.create_by,
ti.create_time_unix, ti.until_time, ts.name, tst.name FROM ticket ti,
article ar, article_sender_type st, ticket_state ts, ticket_state_type tst
WHERE ti.ticket_lock_id not in ( 3, 1 ) AND ti.user_id = 2 AND ar.ticket_id
= ti.id AND st.id = ar.article_sender_type_id AND ts.id =
ti.ticket_state_id AND ts.type_id = tst.id ORDER BY ar.create_time DESC'
Tue Oct 10 08:32:06 2006 error OTRS-CGI-10 Found no $QueueID for
Support::Box-Support!
Tue Oct 10 08:32:06 2006 error OTRS-CGI-10 Found no $QueueID for
Support::NATF-Suppo
Looks like something is wrong with QueueID ?!? Also AgentQueueView.pm line
480 has something todo with Queues...
But still I'm receiving emails indicating new tickets.
Thanks,
Sven
On Monday 09 October 2006 11:39, [EMAIL PROTECTED] wrote:
Hi,
we are using OTRS 1.3 with mysql 3.23.37 on a SuSE Linux and today we had
a problem with the server. After reboot we used myisamchk -r *.MYI to
check and repair the DB. Now we can still login, but a click to the
QueueView link brings up this:
Software error:
Can't use an undefined value as an ARRAY reference
at /opt/otrs//Kernel/Modules/AgentQueueView.pm line 480.
For help, please send mail to the webmaster ([no address given]), giving
this error message and the time and date of the error.
Searching for tickets via the Search link leads to no tickets found...
Please help, as you may understand, we need the system running!
Thank you very much in advance,
Sven
--
---
See our Docs, FAQs, etc at: http://snom.com/wiki
---
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Re: [otrs] Software error
Bryan Fullerton wrote: On 10/6/06, Daniel Vesely [EMAIL PROTECTED] wrote: after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: Can't load link backend module Kernel::System::LinkObject::FAQ! at ../..//Kernel/System/LinkObject.pm line 149. but there is FAQ.pm any idea? Did you update your database schema? Bryan yes i did - i use DBUpdate-to-2.1.postgresql.sql - and the faq_voting table exist, and even FAQ.pm exist - and still when i click at view i got the above error... ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] using response templates with generic agent
Dear fellow OTRS users, how can I have the generic agent send out emails to customers based on the response templates I built? Grateful for any hint in advance :) Sonny ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
Daniel Vesely wrote: Bryan Fullerton wrote: On 10/6/06, Daniel Vesely [EMAIL PROTECTED] wrote: after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: Can't load link backend module Kernel::System::LinkObject::FAQ! at ../..//Kernel/System/LinkObject.pm line 149. yes i did - i use DBUpdate-to-2.1.postgresql.sql - and the faq_voting table exist, and even FAQ.pm exist - and still when i click at view i got the above error... I got this error too, but after removing Z*Auto.pm this error dissapeared. Now I have the following problem: Can't use an undefined value as an ARRAY reference at /otrs/bin/cgi-bin/../../Kernel/System/Config.pm line 142. ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] MySQL version with OTRS 2.1.1
hello, Is there a recommanded MySQL version for OTRS 2.1.1 ? I have problems with articles stored in database that contains french accents. I am using MySQL 4.1.21 with latin1_general_ci collation. Regards. Eric Boudrand ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] notifications
Good day
I have send emails before on this issue, I got responses from
you but still notifications are not working.
I need your
help regarding the otrs system, am trying to activate notifications to
customer, need the system to send notifications to customers when their calls
have been closed. I have read the manual
no genericagent but it is not clear to me.
I have put
the lines in Auto.pm
$Self-{'Ticket::Frontend::NoteTypes'}
= {
'note-external' = '1',
'note-internal' = '0',
'note-report' = '0',
};
I have put
the lines in Config.pm
$Self-{DefaultNoteTypes} = {
'note-internal' = 1,
'note-external' = 1,
'note-report' = 1,
};
I would
really appreciate your advice.
Mamakwa
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Réf. : [otrs] notifications
Have you tried to use the Admin page and System Config to make the changes ? I am not sure that modifying directly the ZZZ file is sufficient.$Self-{'Ticket::Frontend::NoteTypes'} = { 'note-external' = '1', 'note-internal' = '1', 'note-report' = '0', }; [EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" otrs@otrs.orgDe : "Mamakwa M. Sefiri" [EMAIL PROTECTED]Envoyé par : [EMAIL PROTECTED]Date : 10/10/2006 11:11AMObjet : [otrs] notificationsGood dayI have send emails before on this issue, I got responses from you but still notifications are not working. I need your help regarding the otrs system, am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed.I have read the manual no genericagent but it is not clear to me. I have put the lines in Auto.pm $Self-{'Ticket::Frontend::NoteTypes'} = { 'note-external' = '1', 'note-internal' = '0', 'note-report' = '0', }; I have put the lines in Config.pm $Self-{DefaultNoteTypes} = { 'note-internal' = 1, 'note-external' = 1, 'note-report' = 1, }; I would really appreciate your advice. Mamakwa ___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?= http://www.otrs.com/___
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[otrs] Unsubscribe
Hi list, I would unsuscribe but I don't have the unsuscribe mail. Do you know if this process works correctly ? Thanks in advance -- Guillaume REHM Service Informatique Bibliothque Nationale et Universitaire de Strasbourg 5 rue du Marchal Joffre BP 51029 67070 Strasbourg tl: 03 88 25 28 43 fax: 03 88 25 28 03 mail: [EMAIL PROTECTED] web: http://www.bnu.fr ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Unsubscribe
Hi Guillaume, look at the header of _every_ mail you receive from this list! There is written: List-Unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs,mailto:[EMAIL PROTECTED] Go to the web site above or send a mail with the subject "unsubscribe" to the mail address above... --Kind regards Thomas Voigt From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Guillaume RehmSent: Tuesday, October 10, 2006 2:33 PMTo: User questions and discussions about OTRS.orgSubject: [otrs] Unsubscribe Hi list,I would unsuscribe but I don't have the unsuscribe mail. Do you know if this process works correctly ?Thanks in advance-- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: [EMAIL PROTECTED] web: http://www.bnu.fr ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
On 10/10/06, Daniel Vesely [EMAIL PROTECTED] wrote: yes i did - i use DBUpdate-to-2.1.postgresql.sql - and the faq_voting table exist, and even FAQ.pm exist - and still when i click at view i got the above error... Did you install the new version in parallel to the old one and copy over your customized files (and articles if using ArticleStorageFS), or upgrade by installing over top of the existing OTRS? I have always moved the existing otrs directory, installed the new one, then copied over customized files. Bryan ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Deleting Old Users from OTRS
We are looking at implementing OTRS for our call center / customer support. Turnover is high because we mainly hire college age kids. I read in the manual in Chapter 5 page 41 that to keep consistency of the data for OTRS it is not possible to delete a user. Has anyone found a workaround for this or is part of a future release? I am concerned that after a couple of months, I will have more invalid users than live. Thanks! Nathan Campbell Systems Administrator Dallas Symphony Association [EMAIL PROTECTED] 214-871-4026 http://www.dallassymphony.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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Deleting Old Users from OTRS
Hallo. No, ther is imho no option to do this. Just recycle old agent accounts by renaming it to the new agent. -- Best regards André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.1.11 / OTRS 2.0.4 NC We are looking at implementing OTRS for our call center / customer NC support. Turnover is high because we mainly hire college age kids. I NC read in the manual in Chapter 5 - page 41 that to keep consistency of NC the data for OTRS it is not possible to delete a user. NC Has anyone found a workaround for this or is part of a future release? I NC am concerned that after a couple of months, I will have more invalid NC users than live. NC Thanks! NC Nathan Campbell NC Systems Administrator NC Dallas Symphony Association NC [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] NC 214-871-4026 NC http://www.dallassymphony.com http://www.dallassymphony.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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Deleting Old Users from OTRS
Nathan Campbell wrote: We are looking at implementing OTRS for our call center / customer support. Turnover is high because we mainly hire college age kids. I read in the manual in Chapter 5 – page 41 that “to keep consistency of the data for OTRS it is not possible to delete a user.” Has anyone found a workaround for this or is part of a future release? I am concerned that after a couple of months, I will have more invalid users than live. Tickets have an associated agent and if you'd delete only the agent you'd have an inconsistent database. And deleting all associated tickets is not really an option I think. What is the problem of keeping around old users? It's not like a user entry in the database takes up a lot of space. Nils Breunese. ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Deleting Old Users from OTRS
Nathan Campbell wrote: We are looking at implementing OTRS for our call center / customer support. Turnover is high because we mainly hire college age kids. I read in the manual in Chapter 5 – page 41 that “to keep consistency of the data for OTRS it is not possible to delete a user.” Has anyone found a workaround for this or is part of a future release? I am concerned that after a couple of months, I will have more invalid users than live. As far as I know, it is the assignment of the call that can cause a problem once the user is deleted. For such cases it would be nice to somehow assign these calls to other users at the moment the user is removed. My idea for a future release (or for a maintenance tool that walks the database) CBee ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] notifications
Title: Nachricht
Customer not. must be enabled in the queue
configuration.
Agent
not. must be set in the personal setting / prefered
queues.
-Original Message-From:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]Sent: Tuesday, October 10, 2006 11:32
AMTo: User questions and discussions about OTRS.orgCc:
User questions and discussions about OTRS.orgSubject: Réf. : [otrs]
notifications
Have you tried to use the Admin page and System Config to make the
changes ?
I am not sure that modifying directly the ZZZ file is sufficient.
$Self-{'Ticket::Frontend::NoteTypes'}
= {
'note-external' = '1',
'note-internal' = '1',
'note-report' = '0',
};
[EMAIL PROTECTED] a écrit :
-
Pour
: "User questions and discussions about OTRS.org"
otrs@otrs.orgDe : "Mamakwa M. Sefiri"
[EMAIL PROTECTED]Envoyé par : [EMAIL PROTECTED]Date :
10/10/2006 11:11AMObjet : [otrs] notifications
Good
day
I have send emails before on
this issue, I got responses from you but still notifications are not
working.
I need your help regarding the
otrs system, am trying to activate notifications to customer, need the
system to send notifications to customers when their calls have been
closed.I have read the manual no
genericagent but it is not clear to me.
I have put the lines in
Auto.pm
$Self-{'Ticket::Frontend::NoteTypes'}
= {
'note-external' = '1',
'note-internal' = '0',
'note-report' = '0',
};
I have put the lines in
Config.pm
$Self-{DefaultNoteTypes}
= {
'note-internal' = 1,
'note-external' = 1,
'note-report' = 1,
};
I would really appreciate your
advice.
Mamakwa
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otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr
consulting for your OTRS system?= http://www.otrs.com/
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[otrs] Delete all Ticket Database
I´m passing OTRS to a production schema, but prior to do this i need to clear Ticket Database, can someone send me information to know how to do this without corrupt the database? Best Regards Martin Waichman ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Delete all Ticket Database
Title: Re: [otrs] Delete all Ticket Database Check the OTRS FAQ. On 10/10/06 11:58 AM, Martin Waichman [EMAIL PROTECTED] wrote: Im passing OTRS to a production schema, but prior to do this i need to clear Ticket Database, can someone send me information to know how to do this without corrupt the database? Best Regards Martin Waichman ___ 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 orr consulting for your OTRS system? = http://www.otrs.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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
Daniel Vesely wrote: after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: Can't load link backend module Kernel::System::LinkObject::FAQ! at ../..//Kernel/System/LinkObject.pm line 149. but there is FAQ.pm any idea? I also just upgrade from 2.0.4 to 2.1.1 using the RPM. I get the exact same error when zooming in on a ticket (example url: http:// domain.com/otrs/index.pl?Action=AgentTicketZoomTicketID=1555). I looked a bit at the code in LinkObject.pm, but never having programmed in Perl doesn't really help. Did anyone solve this one? Nils Breunese. ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
I wrote: Daniel Vesely wrote: after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: Can't load link backend module Kernel::System::LinkObject::FAQ! at ../..//Kernel/System/LinkObject.pm line 149. but there is FAQ.pm any idea? I also just upgrade from 2.0.4 to 2.1.1 using the RPM. I get the exact same error when zooming in on a ticket (example url: http:// domain.com/otrs/index.pl?Action=AgentTicketZoomTicketID=1555). I looked a bit at the code in LinkObject.pm, but never having programmed in Perl doesn't really help. Did anyone solve this one? I just noticed that the upgrade apparently removed the FAQ module. FAQ.pm and friends are no longer on my system. I still have the FAQ button in my toolbar when I login, but clicking it gives me: ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Tue Oct 10 20:07:56 2006 Message: Module 'Kernel::Modules::FAQ' not found! Traceback (25186): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 207 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 We installed the FAQ module once to check it out, but never really got to actually using it. I went to Admin - Package Manager and noticed I had the option to install the FAQ module. I installed it and now all is working again. Nils Breunese. ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] error in otrs.log after upgrade
Jan Stanik wrote: Hi, after upgrade to current stable OTRS version I've got this error: [Error][Kernel::System::Group::GroupMemberList][419] Need Type! Does anyone know how to fix it? OK, problem was in the way of upgrading. It seems that simple copying of new version of OTRS over the old one gives some strange errors. Regards, Jan ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] In v.2.1.1, WHERE is the code for Generic.pm?
Thanks for your reply. I see that it has been renamed to 'Layout.pm.' 'Kernel/Output/HTML/Generic.pm' changed to 'Kernel/Output/HTML/Layout.pm' Take care. = From: Bryan Fullerton [EMAIL PROTECTED] Reply-To: User questions and discussions about OTRS.org otrs@otrs.org To: User questions and discussions about OTRS.org otrs@otrs.org Subject: Re: [otrs] In v.2.1.1, WHERE is the code for Generic.pm? Date: Sun, 8 Oct 2006 16:58:21 -0400 On 10/8/06, s taylor [EMAIL PROTECTED] wrote: Hello. In v.2.1.1, WHERE is the code for Generic.pm? I had modifications in v.2.0.4. I'm trying to install my customizations. I've never seen a Generic.pm, do you mean GenericAgent.pm? If so, look in ~otrs/Kernel/Config/, same as 2.0.x. Bryan ___ 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 orr consulting for your OTRS system? = http://www.otrs.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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] asset management
Hi, does anyone know about any open source asset management system that can be integrated with OTRS? ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Upgrade from 2.0.4 to 2.1 / Lost FAQ's
Reinhard: I had the same issue and after several attempts I modified this procedure Adding the FAQ** parts: These instructions are for people upgrading OTRS from 2.0 to 2.1. **) FAQ Module: If you intend to install the FAQ module after update: a) log into your system as [EMAIL PROTECTED] (or equiv) b) goto Admin -- Groups and rename FAQ to something else maybe XX c) check to make sure that no one belongs to this group. *) Stop all your services (e. g. rcotrs stop-force) *) Backup everything (database, Kernel/Config.pm, Kernel/Config/GenericAgent.pm, var/*) (Remember: 80% of all config settings are renamed in OTRS 2.0, so most of the Kernel/Config.pm settings will not be compatible) *) Make sure that you have backed up everything ,-) *) If possible try this install on a separate machine, although I had always only production machines to upgrade *) Install the new release (tar or RPM) **IGNORE DATABASE UPGRADE ERROR MESSAGES DURRING THE UPGRADE !! **YOU JUST UNLOADED IT WITH rcotrs stop-force! - ITS OK ! *) If you use the tar: a) the otrs themes between 2.0 and 2.1 may are _not_ compatible (don't us the old theme)! *) Run 'SuSEconfig' *) Update the MySQL database: *) restart MySQL with 'rcmysql start' then execute: cat /opt/otrs/scripts/DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs *) Execute /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs wwwrun root www (or equiv for your system) **) run a 'chmod 767 /opt/otrs' or you will not be able to install additional online packages *) Restart your services (e. g. rcotrs restart-force or each service manually) **) FAQ Module: a) log into your system as [EMAIL PROTECTED] (or equiv) b) download/install FAQ module via Admin -- packages c) do a 'rcotrs restart-force' d) re-login as [EMAIL PROTECTED] (or equiv) e) a new 'faq' group will now exist, add your users to that group f) make the old group XX invalid. EOF Enjoy your day! Gregory. *-- [EMAIL PROTECTED] 10/9/2006 7:18:21 am Hi, This ist he procedure I took form y upgrade: I'v done a complete new installation of OTRS 2.1.1 on a new hardware (SUSE 9.3) snip Reinhard Travnicek mailto: [EMAIL PROTECTED] ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Attachments not uploading in the FAQ module (v1.0.6)
Absolutely! :) I opened a bugzilla on this one. Gregory. [EMAIL PROTECTED] 10/8/2006 2:59:34 pm On 10/8/06, nocadmin [EMAIL PROTECTED] wrote: Hello all! I have recently upgraded from v2.0.4 to v2.1.1. I encountered an issue with attachments not uploading in the FAQ module ( v1.0.6) which came out just a day to two ago).Did you update your database schema?Bryan ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
Hello. I had the same problem and when the FAQ module was installed, I could Zoom also. The problem was though, I had an FAQ icon on the nav bar. When I installed the FAQ module via Package Manager, a 2nd FAQ icon was added. When I click that new FAQ icon, I then got 2 Search, 2 New Article, 2 History (2 different icons - /otrs-web/images/Standard/history.png AND otrs-web/images/Standard/list.png), AND 2 Language (2 different icons - language.png AND fileopen.png). As soon as I click out of FAQ and go to say, Ticket, the only double icon I have is FAQ. Also, I'm getting an error that the SystemStats module is not found. As far as the ticket are concerned, doing a search finds the tickets and customers, but I can't compose and answer, create a phone nor email ticket. For Phone Email tickets, I get the error message: ~ Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket.pm line 3005. ~ For compose an answer, I get the error message: ~ No Permission! Message: You need permissions! ~ Overall, it seems like the database can find the tickets, it just can't tie something together to respond to nor create them. The database schema updated fine. I used the 2.1.1 Config and copied the 'CustomerUser' section from 2.1.1 and updated the user field variables I created for 2.0.4. I updated my .dtl files by copying my revisions to the appropriate sections of the 2.1.1 .dtls (I only had modified Customer-related .dtl's). (FreeBSD) The Stats and ticket functions EXCEPT search functions seem to be tied to 1 cause...just not sure what but seems related to maybe, ticket.pm or something.(?) Do you have any ideas? Thanks in advance. = From: Nils Breunese (Lemonbit Internet) [EMAIL PROTECTED] Reply-To: User questions and discussions about OTRS.org otrs@otrs.org To: User questions and discussions about OTRS.org otrs@otrs.org Subject: Re: [otrs] Software error Date: Tue, 10 Oct 2006 20:12:39 +0200 I wrote: Daniel Vesely wrote: after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: Can't load link backend module Kernel::System::LinkObject::FAQ! at ../..//Kernel/System/LinkObject.pm line 149. but there is FAQ.pm any idea? I also just upgrade from 2.0.4 to 2.1.1 using the RPM. I get the exact same error when zooming in on a ticket (example url: http:// domain.com/otrs/index.pl?Action=AgentTicketZoomTicketID=1555). I looked a bit at the code in LinkObject.pm, but never having programmed in Perl doesn't really help. Did anyone solve this one? I just noticed that the upgrade apparently removed the FAQ module. FAQ.pm and friends are no longer on my system. I still have the FAQ button in my toolbar when I login, but clicking it gives me: ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Tue Oct 10 20:07:56 2006 Message: Module 'Kernel::Modules::FAQ' not found! Traceback (25186): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 207 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 We installed the FAQ module once to check it out, but never really got to actually using it. I went to Admin - Package Manager and noticed I had the option to install the FAQ module. I installed it and now all is working again. Nils Breunese. ___ 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 orr consulting for your OTRS system? = http://www.otrs.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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
Hello again. PROBLEM SOLVED. In my effort to retrieve my 2.0.4 SysConfig settings, I copied the files from my 2.0.4 System/Config/Files folder to 2.1.1. I didn't know which ones I needed and could'nt find the answer, so I copied them all. The duplicate FAQ icon was from that file. When I installed FAQ from PackageManager, it retained some of those old lines and added to that existing file. So, I uninstalled the FAQ module, deleted that FAQ.xml, and re-installed it. A new FAQ.xml was created. It works fine now. As far as the Stats feature is concerned, I noticed after I sent my last E-mail to this thread that the error message was referring to the location of SystemStats.pm that used to be located in Modules folder in v.2.0.4. Now, in v.2.1.1, that file does't exist. That tipped me to search for something 'old'. The only place I could think of was that Kernel/Config/Files folder. I deleted the Framework.xml and Ticket.xml from 2.0.4 and copied those files from 2.1.1. That solved pretty much EVERYTHING ELSE! I guess the bottom line is, the only files needed to be ported over from 2.0.4 in the Config/Files folder were: ZZZAAuto.pm AND ZZZAuto.pm These files seem to be where the modified SysConfig parameters are stored/referenced. Whew...I wish the documentation was clearer on that, unless it's somewhere and I missed it. Thanks for your thread because it put me on the right track!!! == From: s taylor [EMAIL PROTECTED] Reply-To: User questions and discussions about OTRS.org otrs@otrs.org To: otrs@otrs.org Subject: Re: [otrs] Software error Date: Tue, 10 Oct 2006 22:43:08 -0400 Hello. I had the same problem and when the FAQ module was installed, I could Zoom also. The problem was though, I had an FAQ icon on the nav bar. When I installed the FAQ module via Package Manager, a 2nd FAQ icon was added. When I click that new FAQ icon, I then got 2 Search, 2 New Article, 2 History (2 different icons - /otrs-web/images/Standard/history.png AND otrs-web/images/Standard/list.png), AND 2 Language (2 different icons - language.png AND fileopen.png). As soon as I click out of FAQ and go to say, Ticket, the only double icon I have is FAQ. Also, I'm getting an error that the SystemStats module is not found. As far as the ticket are concerned, doing a search finds the tickets and customers, but I can't compose and answer, create a phone nor email ticket. For Phone Email tickets, I get the error message: ~ Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket.pm line 3005. ~ For compose an answer, I get the error message: ~ No Permission! Message: You need permissions! ~ Overall, it seems like the database can find the tickets, it just can't tie something together to respond to nor create them. The database schema updated fine. I used the 2.1.1 Config and copied the 'CustomerUser' section from 2.1.1 and updated the user field variables I created for 2.0.4. I updated my .dtl files by copying my revisions to the appropriate sections of the 2.1.1 .dtls (I only had modified Customer-related .dtl's). (FreeBSD) The Stats and ticket functions EXCEPT search functions seem to be tied to 1 cause...just not sure what but seems related to maybe, ticket.pm or something.(?) Do you have any ideas? Thanks in advance. = From: Nils Breunese (Lemonbit Internet) [EMAIL PROTECTED] Reply-To: User questions and discussions about OTRS.org otrs@otrs.org To: User questions and discussions about OTRS.org otrs@otrs.org Subject: Re: [otrs] Software error Date: Tue, 10 Oct 2006 20:12:39 +0200 I wrote: Daniel Vesely wrote: after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: Can't load link backend module Kernel::System::LinkObject::FAQ! at ../..//Kernel/System/LinkObject.pm line 149. but there is FAQ.pm any idea? I also just upgrade from 2.0.4 to 2.1.1 using the RPM. I get the exact same error when zooming in on a ticket (example url: http:// domain.com/otrs/index.pl?Action=AgentTicketZoomTicketID=1555). I looked a bit at the code in LinkObject.pm, but never having programmed in Perl doesn't really help. Did anyone solve this one? I just noticed that the upgrade apparently removed the FAQ module. FAQ.pm and friends are no longer on my system. I still have the FAQ button in my toolbar when I login, but clicking it gives me: ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Tue Oct 10 20:07:56 2006 Message: Module 'Kernel::Modules::FAQ' not found! Traceback (25186): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 207 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line:
[otrs] Re: empty answer is slow to respond
On 10/5/06, A.J. Farmer (AJ3U) [EMAIL PROTECTED] wrote: After clicking on empty answer or any other answer template, there is a delay of 15 to 30 seconds before the page will appear. The I just wanted to report back to the group that I found the source of this problem. Do a search under SysConfig for the CheckMXRecord setting. By default this is Yes. I changed this option to No and now there are no delays and the system is running very fast. An MX record check is not necessary in my opinion and is obviously just slowing things down. Let your mail server take care of the MX checks... -- A.J. Farmer, AJ3U http://www.aj3u.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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs-de] auto-open des merge_into_tickets nach merge
Moin-moin :) Eine typische Situation: Kunde schreibt Folgemail, gibt aber nur die Ticketnumber, nicht aber den Ticket-Identifier, etc. im Betreff mit an. OTRS eroeffnet daraufhin ein neues Ticket. Wenn ich dieses mit dem alten Ticket verschmelze, wird leider der Status des alten nicht automatisch wieder auf open gesetzt, sondern ich muss das immer haendisch durchfuehren (per Notiz-Funktion). Ist das ein Fehler in meiner Konfiguration? Ausserdem waere es hilfreich, wenn ich (1) dauerhaft die Grundeinstellung beim Mergen von FAQ auf Ticket umstellen koennte und (2) gleich in der Merge-Ansicht eine Liste der bisherigen Tickets zu dieser Mailadresse (wie ich Sie beim Klicken auf diese in der Zoomansicht) bekomme. Hat das schon jemand realisiert und wie? Vielen Dank im Voraus, Soenke ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] Postmasterfilter mit mehreren Bedingungen funktioniert nicht
Hallo. Ich habe jetzt schon mehrmals versucht im Postmasterfilter mehrere Bedingungen in mehreren Feldern zu setzen. Irgendwie hat das noch nie funktioniert. Die Filter greifen nur, wenn nur 1 Match und 1 Set verwendet wird. Versuche ich z.B. 2 Match und 1 Set greift der Filter nicht. Mit mehreren Set Feldern hab ich bis jetzt noch nicht getestet. Funktioniert das bei jemanden? Wenn nein, kann mir jemand sagen, wozu die restlichen 3 Match Felder dann da sind? -- Mit freundlichen Grüssen André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.1.11 / OTRS 2.0.4 ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] OTRS 2.1 mit MSSQL-Server verwenden
Hallo
Zusammen
ich wollte OTRS 2.1
unter Win2003 im Zusammenspiel mit einem MS Sql Server verwenden. Leider finde
ich null Doku und auch im Config.Pm File nicht rechte Hilfe
Zunächst
einmal sind mir diverse Fehler in den SQL Scripts zum Anlegen der Tabellen
aufgefallen:
- Das Ganze funzt
nur mit dem SQLServer Express 2005 und nicht mit der MSDE, da es den verwendeten
Datentyp varchar(MAX) unter der MSDE nicht gibt
- Alle Referenzen
auf die Tabelle system_user müssen in eckige Klammern gesetzt werden, da es sich
um ein Keyword handelt
- In dem
post-sql-File müssen die ` Zeichen um den Tabellennamen entfernt
werden
- Bei einer Tabelle
muß derDatentyp des Foreign Key feldes von int auf smallint geändert
werden
So viel dazu, hat
ein bisschen gedauert :-)
Wir binde ich den
SQL server nun aber in der Config.Pm ein ? Ich habe es mit einer ODBC
Datenquelle (SystemDSN, benannt OTRS) versucht, aber der
Eintrag
$Self-{DatabaseDSN} =
"DBI:ODBC:$Self-{OTRS}";
$Self-{'Database::Type'} = 'mssql';
scheint nicht
zu funzen. Ich weiß bekomme die folgende
Fehlermeldung
Ich habe aber auch
mal die Einträge
$Self-{DatabaseDSN} =
"DBI:mssql:database=$Self-{Database};host=$Self-{DatabaseHost};";$Self-{'Database::Type'}
= 'mssql';
___
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Support oder Consulting fuer Ihr OTRS System?
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Re: [otrs-de] Postmasterfilter mit mehreren Bedingungen
Hallo, Andre :) Habe das gerade bei mir getestet: Tatsaechlich wird der PM-Filter ignoriert, wenn mehr als ein Match (in meinem Fall, OTRS 2.0.4, Matches nach To und From) eingesetzt wird. Andersherum gehts einwandfrei, ich kann mehrere Sets durchfuehren, scheine mich aber auf ein Match beschraenken zu muessen. Wenn ansonsten keine Ticketfreetext-Felder verwendet werden, koennte man vielleicht begrenzt darueber diegleiche Funktionalitaet erhalten, indem man mehrere PM-Filter verwendet, und die Ergebnisse in diese Felder bringt und zuletzt nach den Inhalte der Felder erneut filtert. Aber das ist nur eine Idee, habe ich nicht ausprobiert. Gruesse, Soenke User questions and discussions about OTRS.org in German otrs-de@otrs.org schrieb am Dienstag, 10. Oktober 2006 um 10:27 +0100: Funktioniert das bei jemanden? Wenn nein, kann mir jemand sagen, wozu die restlichen 3 Match Felder dann da sind? -- Mit freundlichen Grssen Andr Bauer ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re[2]: [otrs-de] Postmasterfilter mit mehreren Bedingungen
Hallo. Danke für die Info. Dann werde ich wohl mal einen Bugreport dazu eröffnen. -- Mit freundlichen Grüssen André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.1.11 / OTRS 2.0.4 SN Hallo, Andre :) SN Habe das gerade bei mir getestet: Tatsaechlich wird der PM-Filter SN ignoriert, wenn mehr als ein Match (in meinem Fall, OTRS 2.0.4, Matches SN nach To und From) eingesetzt wird. SN Andersherum gehts einwandfrei, ich kann mehrere Sets durchfuehren, scheine SN mich aber auf ein Match beschraenken zu muessen. SN Wenn ansonsten keine Ticketfreetext-Felder verwendet werden, koennte man SN vielleicht begrenzt darueber diegleiche Funktionalitaet erhalten, indem SN man mehrere PM-Filter verwendet, und die Ergebnisse in diese Felder bringt SN und zuletzt nach den Inhalte der Felder erneut filtert. SN Aber das ist nur eine Idee, habe ich nicht ausprobiert. SN Gruesse, SN Soenke SN User questions and discussions about OTRS.org in German SN otrs-de@otrs.org schrieb am Dienstag, 10. Oktober 2006 um 10:27 +0100: Funktioniert das bei jemanden? Wenn nein, kann mir jemand sagen, wozu die restlichen 3 Match Felder dann da sind? -- Mit freundlichen Grüssen André Bauer ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re[3]: [otrs-de] Postmasterfilter mit mehreren Bedingungen
Hallo. http://bugs.otrs.org/show_bug.cgi?id=1370 -- Mit freundlichen Grüssen André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.1.11 / OTRS 2.0.4 AB Hallo. AB Danke für die Info. AB Dann werde ich wohl mal einen Bugreport dazu eröffnen. ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] auto-open des merge_into_tickets nach merge
Hallo. Dann mach dir doch für solche Tickets ne Autoantwort, das der Kunde die Mail nochmal mit dem richtigen Betreff schicken soll, da die Mail sonst nicht zugeordnet werden kann. Dann sparst du dir auch das umständliche gemerge... -- Mit freundlichen Grüssen André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.1.11 / OTRS 2.0.4 SN Moin-moin :) SN Eine typische Situation: Kunde schreibt Folgemail, gibt aber nur die SN Ticketnumber, nicht aber den Ticket-Identifier, etc. im Betreff mit an. SN OTRS eroeffnet daraufhin ein neues Ticket. SN Wenn ich dieses mit dem alten Ticket verschmelze, wird leider der Status SN des alten nicht automatisch wieder auf open gesetzt, sondern ich muss das SN immer haendisch durchfuehren (per Notiz-Funktion). Ist das ein Fehler in SN meiner Konfiguration? SN Ausserdem waere es hilfreich, wenn ich SN (1) dauerhaft die Grundeinstellung beim Mergen von FAQ auf Ticket SN umstellen koennte SN und SN (2) gleich in der Merge-Ansicht eine Liste der bisherigen Tickets zu SN dieser Mailadresse (wie ich Sie beim Klicken auf diese in der Zoomansicht) SN bekomme. SN Hat das schon jemand realisiert und wie? SN Vielen Dank im Voraus, SN Soenke ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] auto-open des merge_into_tickets nach merge
Andre Bauer schrieb am Dienstag, 10. Oktober 2006 um 12:00 +0100: Dann mach dir doch fr solche Tickets ne Autoantwort, das der Kunde die Mail nochmal mit dem richtigen Betreff schicken soll, da die Mail sonst nicht zugeordnet werden kann. Andre, herzlichen Dank fuer den Tipp :) Leider eine solche Aktion entspraeche leider nicht den Richtlinien, nach denen wir arbeiten, denn es soll in jedem Fall versucht werden, die Irritationen fuer Kunden so gering wie moeglich zu halten. Mir ist ohnehin unverstaendlich, warum nicht die Angabe der Ticket-ID ausreicht (sei es notfalls sogar im Body der Mail), um eine Zuordnung eines Tickets im OTRS zu erreichen. Im Subject sollte es meiner Meinung nach auf jeden Fall genug sein. Mir kommt gerade eine neue Idee: Vielleicht gibt es die Moeglichkeit, mittels Postmaster-Filter ein um den Ticket-Hook kastriertes Subject wieder fuers OTRS vorzukauen, damit es richtig gesehen wird. Mal schauen... Soenke ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re[2]: [otrs-de] Postmasterfilter mit mehreren Bedingungen
Hallo. Wärst du so nett, dein Beispiel noch im Bugreport anzufügen? Danke! -- Mit freundlichen Grüssen André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.1.11 / OTRS 2.0.4 SN Hallo, Andre :) SN Habe das gerade bei mir getestet: Tatsaechlich wird der PM-Filter SN ignoriert, wenn mehr als ein Match (in meinem Fall, OTRS 2.0.4, Matches SN nach To und From) eingesetzt wird. SN Andersherum gehts einwandfrei, ich kann mehrere Sets durchfuehren, scheine SN mich aber auf ein Match beschraenken zu muessen. SN Wenn ansonsten keine Ticketfreetext-Felder verwendet werden, koennte man SN vielleicht begrenzt darueber diegleiche Funktionalitaet erhalten, indem SN man mehrere PM-Filter verwendet, und die Ergebnisse in diese Felder bringt SN und zuletzt nach den Inhalte der Felder erneut filtert. SN Aber das ist nur eine Idee, habe ich nicht ausprobiert. SN Gruesse, SN Soenke SN User questions and discussions about OTRS.org in German SN otrs-de@otrs.org schrieb am Dienstag, 10. Oktober 2006 um 10:27 +0100: Funktioniert das bei jemanden? Wenn nein, kann mir jemand sagen, wozu die restlichen 3 Match Felder dann da sind? -- Mit freundlichen Grüssen André Bauer ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] Update Windows Installer Version von 2.0.4 auf 2.1.1
Title: Update Windows Installer Version von 2.0.4 auf 2.1.1 Hallo Zusammen. Wir setzen OTRS 2.0.4 auf Windows 2000 ein. Unter den vorhergehenden Versionen (z.B. Von 2.0.2) konnte man ja problemlos ein Update mittels drüberinstallieren vornehmen. Gleiches wollte ich nun mit einem Update von 2.0.4 auf 2.1.1 machen, doch beim Aufruf des Setups kommt eine Fehlermeldung, dass Apache2 gefunden wurde und gewisse Dienste zuvor erst deinstalliert werden müssen. Gibt es irgendwo eine Doku wo das beschrieben ist und hat das ein User schon einmal erfolgreich durchgeführt? Vielen Dank für das Feedback Christian Volkmer ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] Update Windows Installer Version von 2.0.4 auf 2.1.1
Hallo Christian, On Di, Okt 10, 2006 at 02:10:44 +0200, Christian Volkmer wrote: Wir setzen OTRS 2.0.4 auf Windows 2000 ein. Unter den vorhergehenden Versionen (z.B. Von 2.0.2) konnte man ja problemlos ein Update mittels drüberinstallieren vornehmen. Da im Installer für die 2.1 nicht nur OTRS, sondern auch die anderen Komponenten (apache, Perl, MySQL) aktualisiert wurden und zwischen den Versionen teilweise erhebliche Unterschiede bestehen, kann der 2.1 Installer leider derzeit kein update einer älteren OTRS Version durchführen. Wir suchen derzeit nach einer Lösung für das Problem, momentan kann ein Update jedoch leider nur manuell durchgeführt werden. Viele Grüße Henning -- Henning Oschwald ((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! pgp78YQMG7Ljy.pgp Description: PGP signature ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
RE: [otrs-de] Update Windows Installer Version von 2.0.4 auf 2.1.1
Hallo Henning. Danke für die prompte Auskunft!! Dann habe ich noch eine Frage: Wenn wir manuell updaten, bekommen wir dann später (z.B. Bei einem Installer-Update von 2.1.1 auf 2.1.2) Probleme? Ansonsten warten wir noch, bis es eine Lösung für das Problem gibt. Vielen Grüsse Christian -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Henning Oschwald Sent: Dienstag, 10. Oktober 2006 14:27 To: otrs-de@otrs.org Subject: Re: [otrs-de] Update Windows Installer Version von 2.0.4 auf 2.1.1 Hallo Christian, On Di, Okt 10, 2006 at 02:10:44 +0200, Christian Volkmer wrote: Wir setzen OTRS 2.0.4 auf Windows 2000 ein. Unter den vorhergehenden Versionen (z.B. Von 2.0.2) konnte man ja problemlos ein Update mittels drüberinstallieren vornehmen. Da im Installer für die 2.1 nicht nur OTRS, sondern auch die anderen Komponenten (apache, Perl, MySQL) aktualisiert wurden und zwischen den Versionen teilweise erhebliche Unterschiede bestehen, kann der 2.1 Installer leider derzeit kein update einer älteren OTRS Version durchführen. Wir suchen derzeit nach einer Lösung für das Problem, momentan kann ein Update jedoch leider nur manuell durchgeführt werden. Viele Grüße Henning -- Henning Oschwald ((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! ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] Update 1.3 auf 2.1.1
Hallo allerseits, ich würde gerne OTRS von 1.3.2 auf 2.1.1 updaten. Dazu habe ich folgendes gemacht: 1) OTRS 2.1.1 frisch installiert 2) Datenbank weggeschmissen, leere angelegt und einen Dump der Datenbank von 1.3.2 importiert: mysql -uroot -p otrs /root/sascha/backup_otrs_prod_20060914_040223.mysql Das hat auch problemlos geklappt, weiter: 3) Datenbank-Schema upgedated: cat /opt/otrs/scripts/DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs Dabei kam es zu zwei Fehlern: ERROR 1146 (42S02) at line 64: Table 'otrs.object_link' doesn't exist ERROR 1146 (42S02) at line 65: Table 'otrs.object_link' doesn't exist Anschliessend habe ich Apache und MySQL gestoppt und neu gestartet - und nun kann ich mich nicht mehr einloggen: Software error: Can't insert session id! at ../..//Kernel/System/AuthSession/DB.pm line 204. Irgendwelche Ideen, was hier schief gelaufen ist und wie man es korrigieren kann ? Ich wäre wirklich für jeden Tip dankbar Viele Grüße Sascha ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] Update 1.3 auf 2.1.1
Hallo Sascha, eine schnelle Antwort ohne diese Überprüft zu haben. Ich vermute dass die DB-Updates nur jeweils den letzten Versionssprung updaten. D.h. Du musst die Updates von 1.3 über 2.0 über ... nach 2.1 durchführen. Gruss, Alexander [EMAIL PROTECTED] schrieb: Hallo allerseits, ich würde gerne OTRS von 1.3.2 auf 2.1.1 updaten. Dazu habe ich folgendes gemacht: 1) OTRS 2.1.1 frisch installiert 2) Datenbank weggeschmissen, leere angelegt und einen Dump der Datenbank von 1.3.2 importiert: mysql -uroot -p otrs /root/sascha/backup_otrs_prod_20060914_040223.mysql Das hat auch problemlos geklappt, weiter: 3) Datenbank-Schema upgedated: cat /opt/otrs/scripts/DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs Dabei kam es zu zwei Fehlern: ERROR 1146 (42S02) at line 64: Table 'otrs.object_link' doesn't exist ERROR 1146 (42S02) at line 65: Table 'otrs.object_link' doesn't exist Anschliessend habe ich Apache und MySQL gestoppt und neu gestartet - und nun kann ich mich nicht mehr einloggen: Software error: Can't insert session id! at ../..//Kernel/System/AuthSession/DB.pm line 204. Irgendwelche Ideen, was hier schief gelaufen ist und wie man es korrigieren kann ? Ich wäre wirklich für jeden Tip dankbar Viele Grüße Sascha ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/ ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
RE: [otrs-de] auto-open des merge_into_tickets nach merge
Title: Nachricht
Für solche Fälle habe ich in der .procmailrc
Verarbeitung einen Script, dass eine nackte Ticket Number in eine "echte Ticket
Nummer" umschreibt.
# --# Subject Rewriting#:0hcMYSUBJECT=|formail -zx
"Subject:"|/opt/otrs/scripts/msg.rewriteSubject.pl
hier ein Ausschnitt aus dem
script:
...
my $line = STDIN;##
Parsen, ob# 1. ein richtiger Ticket Schluessel enthalten ist [Ticket#:
200609011023] ]# 2. eine Ticket Nummer ohne [Ticket ...] enthalten
ist#
if ($line =~ /\[Ticket#:
20\d\d\d\d\d\d10\d\d\d\d\d\d\]/){ print $line;}elsif
($line =~ /20\d\d\d\d\d\d10\d\d\d\d\d\d/){ $line =~
s/(20\d\d\d\d\d\d10\d\d\d\d\d\d)/[Ticket#: $1]/; print
$line;}
Mit freundlichen Grüßen / Kind
regards Martin
Bartsch
Senior IT-Berater
msg application service providing
gmbh Venloer Straße 25 -
27 D-50672
Köln Tel.: +49 221
49293-369 Fax: +49 221
49293-4369 mailto:[EMAIL PROTECTED]
http://www.msg-asp.de
-Original Message-From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Soenke
NoackSent: Tuesday, October 10, 2006 9:35 AMTo:
otrs-de@otrs.orgSubject: [otrs-de] auto-open des merge_into_tickets
nach mergeMoin-moin :) Eine typische Situation:
Kunde schreibt Folgemail, gibt aber nur die Ticketnumber, nicht aber den
Ticket-Identifier, etc. im Betreff mit an. OTRS eroeffnet daraufhin ein neues
Ticket. Wenn ich dieses mit dem alten Ticket verschmelze, wird leider der
Status des alten nicht automatisch wieder auf open gesetzt, sondern ich muss
das immer haendisch durchfuehren (per Notiz-Funktion). Ist das ein Fehler in
meiner Konfiguration? Ausserdem waere es hilfreich, wenn ich (1)
dauerhaft die Grundeinstellung beim Mergen von "FAQ" auf "Ticket" umstellen
koennte und (2) gleich in der Merge-Ansicht eine Liste der bisherigen
Tickets zu dieser Mailadresse (wie ich Sie beim Klicken auf diese in der
Zoomansicht) bekomme. Hat das schon jemand realisiert und
wie?Vielen Dank im Voraus, Soenke
___
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