[Fwd: RE: [otrs] OTRS Configuration]

[d . shri]

Any Response ???


Thanks,
Shrinivas.





 Original Message 
Subject: RE: [otrs] OTRS Configuration
From:[EMAIL PROTECTED]
Date:Mon, May 14, 2007 11:24 am
To:  "Maurice James Ny" <[EMAIL PROTECTED]>
--

Hi,
   I have installed otrs-2.1.7.tar.gz.Since its a Source
installation,There shuld not be any issue of OS Version.If it is then
Please let me give the installation source/RPm for Redhat 9 only.


Thanks,
Shrinivas.


> Did you download the correct distribution of OTRS. I remember that I
> downloaded the version for Fedora 4,5, and 6 I was getting that error.
> When
> I downloaded the version for Fedora 1,2 and 3 it worked fine.
>
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
> Sent: Saturday, May 12, 2007 9:28 AM
> To: [EMAIL PROTECTED]
> Cc: 'User questions and discussions about OTRS.org'
> Subject: RE: [otrs] OTRS Configuration
>
> Hi,
>The details are as follows :
>
> OS : Redhat 9
> Apache : httpd 2.0.52
> mod_perl : 2.0.3
> otrs   : 2.1.7
>
>
> Thanks,
> Shrinivas.
>
>
>
>
>> What operating system are you running? I ran into the same problem and I
>> think I may have the solution
>>
>> -Original Message-
>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
>> [EMAIL PROTECTED]
>> Sent: Wednesday, May 09, 2007 6:38 AM
>> To: otrs@otrs.org
>> Subject: [otrs] OTRS Configuration
>>
>> Hi,
>>I have configured,installed OTRS on my machine.Now I have exim and
>> fetchmail installed on my machine.How to integrate the Exim for
>> outoging mail and Fetchmail for incoming mail/queue ?
>>I have installed the "Apache2::Reload" perlmodule for apache2 but the
>> "Package Manager" of Admin link is giving the error like :
>>
>>Error: Sorry, Apache::Reload or Apache2::Reload is needed as
>> PerlModule
>> and PerlInitHan[..]
>>
>>
>>
>>
>>
>>
>> --
>> Shrinivas Devarkonda,
>> Drushti NET,
>> 3, Abhinav Apartments,
>> 778, Congress House Road,
>> Next to Congress Bhavan, Shivajinagar,
>> Pune -05.
>> Mobile: 91 - 9850270269
>> Email : [EMAIL PROTECTED]
>>
>>
>> ___
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>> => http://www.otrs.com/
>>
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>> => http://www.otrs.com/
>>
>
>
>



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RE: [otrs] Problem restarting Apache2 [Can't load Perl module...]

[LQ Marshall]

I had this same problem when I first loaded 2.1.7 from rpm.  The problem had
something to do with the otrs apache file in /etc/httpd/conf.d/.  As I
recall it had apache2:reload.pm and it needed to be apache:reload.pm(?).

Sorry that I am not being more specific... Don't exactly remember. Hope this
helps.

gl


From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
Of Raphael Kouhana
Sent: Tuesday, May 15, 2007 4:53 AM
To: otrs@otrs.org
Subject: [otrs] Problem restarting Apache2 [Can't load Perl
module...]



Hi guys!

 

My Apache2 is unable to restart after installing OTRS.

 

Here is the error : 

 

Stopping httpd:[  OK  ]

Starting httpd: [Tue May 15 10:17:51 2007] [error] Can't locate
Apache2/Reload.p

m in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib
/opt/otrs/ /usr/lib/p

erl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl

/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/sit

e_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/v

endor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/
/etc/httpd/lib/perl) a

t (eval 77) line 3.!

[Tue May 15 10:17:51 2007] [error] Can't load Perl module
Apache2::Reload for se

rver localhost:80, exiting...!

What can I do ?

Thanks.

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RE: [otrs] Reject emails

[Maurice James Ny]

There is an option in the sysconfig to reject email without valid ticket
numbers from @example.com. What is that for?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Salvador Manzo
Sent: Tuesday, May 15, 2007 9:59 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Reject emails

How do you plan on determining what a valid ticket number is?  Will you NOT
be allowing generation of new tickets via email?  You may be able to do
something with a generic agent checking the subject lines of new messages
for the ticket number regex on a regular basis, but considering accepting
new tickets via email is a core feature, you may have a rough road ahead to
disable that function while still allowing notifications and the like. 

-Original Message-
From: "Maurice James Ny" <[EMAIL PROTECTED]>
To: "'User questions and discussions about OTRS.org'" 
Sent: 2007-05-15 18:41
Subject: [otrs] Reject emails

Can some one please tell me how to auto reject emails that do not contain
valid ticket numbers? Please!! I've been asking this question for months.
Anyone

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=http://www.otrs.com/

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RE: [otrs] Reject emails

[Salvador Manzo]

How do you plan on determining what a valid ticket number is?  Will you NOT be 
allowing generation of new tickets via email?  You may be able to do something 
with a generic agent checking the subject lines of new messages for the ticket 
number regex on a regular basis, but considering accepting new tickets via 
email is a core feature, you may have a rough road ahead to disable that 
function while still allowing notifications and the like. 

-Original Message-
From: "Maurice James Ny" <[EMAIL PROTECTED]>
To: "'User questions and discussions about OTRS.org'" 
Sent: 2007-05-15 18:41
Subject: [otrs] Reject emails

Can some one please tell me how to auto reject emails that do not contain
valid ticket numbers? Please!! I've been asking this question for months.
Anyone

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RE: [otrs] Reject emails

[Carlos G Oyarzabal]

Hi Maurice
 
I reject emails with the "postmaster filter" at admin module.
I set up to reject several kind of mails
  mailer-daemon
  failure
  etc
 
Carlos
México
 

  _  

De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de
Maurice James Ny
Enviado el: Martes, 15 de Mayo de 2007 08:41 p.m.
Para: 'User questions and discussions about OTRS.org'
Asunto: [otrs] Reject emails



Can some one please tell me how to auto reject emails that do not contain
valid ticket numbers? Please!! I’ve been asking this question for months.
Anyone

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RE: [otrs] Customer id's?

[Maurice James Ny]

I don’t think you want that to happen. The customer ID field is related to
an entire company. Example:
John and Joe both work for IBM. You would want to give both of them the same
customer ID of IBM or what ever you want to use to identify IBM as a
company. When a selected representative from IBM access your customer
interface and select the link company tickets, they will be able to see all
tickets created from IBM just as long as the OTRS agent identified them is
IBM affiliated in the Customer ID field.


I hope that helps a little.

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Christian Schoepplein
Sent: Tuesday, May 15, 2007 12:14 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Customer id's?

Hello,

On Thu, May 10, 2007 at 05:04:44PM +0100, Mike Dent wrote:
>is it possible to have the customer ID's automatically incremented
>when adding a customer?

No, unfortunatly not :(.

-- Christian

((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg
   Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
   http://www.otrs.com/ :: Communication with success!

Geschäftsführer: André Mindermann, Martin Edenhofer
Handelsregister: HRB 9452 Bad Homburg
Steuernummer:   003/240/97521


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RE: [otrs] Ticket Age

[Maurice James Ny]

I think he wants to know how to make this happen? What's with all of the
half answers here?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Christian Schoepplein
Sent: Tuesday, May 15, 2007 12:11 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Ticket Age

Hi,

On Thu, May 10, 2007 at 05:20:24PM +0300, Matas Labasauskas wrote:
>Is it possible to count ticket age only during working hours?

Not with a standard OTRS. OTRS needs to be patched to work this way.

>Matas Labasauskas

-- Christian

((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg
   Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
   http://www.otrs.com/ :: Communication with success!

Geschäftsführer: André Mindermann, Martin Edenhofer
Handelsregister: HRB 9452 Bad Homburg
Steuernummer:   003/240/97521


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RE: [otrs] Tickets between two OTRS systems

[Maurice James Ny]

I think he wants to know how you got it to work

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Alexander Scholler
Sent: Tuesday, May 15, 2007 8:59 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Tickets between two OTRS systems

Hi Sven,

Sven Wilhelm schrieb:
> Hi,
> 
> is it anyway possible to pipe tickets from one otrs system into another
having 
> two different kind of numbering schemas?
> 
> use case: a support team has to send requests to an external support team
also 
> working with otrs. I like to manage this requests the same way as requests

> from customers.

I just can report that my mail-interaction out of our otrs with 
[EMAIL PROTECTED] worked.
We us vorgang#
they us ticket#
We both have differenct system-ids
> 
> regards
> 
> sven

Bye, Alex

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RE: [otrs] Tickets between two OTRS systems

[Maurice James Ny]

As far as I know if you send tickets between two systems, they will be
assigned new ticket numbers on the receiving system. If your replies are set
up correctly it should work. I think I fully understand what you are asking
though. I don't think the system can accept foreign ticket numbers.

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sven
Wilhelm
Sent: Tuesday, May 15, 2007 5:14 AM
To: otrs@otrs.org
Subject: [otrs] Tickets between two OTRS systems

Hi,

is it anyway possible to pipe tickets from one otrs system into another
having 
two different kind of numbering schemas?

use case: a support team has to send requests to an external support team
also 
working with otrs. I like to manage this requests the same way as requests 
from customers.

regards

sven
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[otrs] Reject emails

[Maurice James Ny]

Can some one please tell me how to auto reject emails that do not contain
valid ticket numbers? Please!! I've been asking this question for months.
Anyone

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Re: [otrs] Cron jobs creating error email? - GenericAgent.pl & UnlockTickets

[Mike Dent]

On 5/15/07, Christian Schoepplein <[EMAIL PROTECTED]> wrote:

Hi,

On Thu, May 10, 2007 at 11:52:52AM +0100, Mike Dent wrote:
>Hi, since I installed the cron jobs for user OTRS, I am now getting
>several emails
>with an error in them.
>
>the error is:-
>
>DBI::db=HASH(0x871f038)->disconnect invalidates 1 active statement
>handle (either destroy statement handles or call finish on them before
>disconnecting) at /opt/otrs/Kernel/System/DB.pm line 223, 
>line 4.
>
>
>The jobs which I am seeing the error from up to now are:-
>
>Cron <[EMAIL PROTECTED]> $HOME/bin/GenericAgent.pl -c db >> /dev/null
>
>Cron <[EMAIL PROTECTED]> $HOME/bin/GenericAgent.pl >> /dev/null
>
>Cron <[EMAIL PROTECTED]> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null
>
>
>OTRS 2.1.7, CGI and Ubuntu 6.10.
>
>Are these anything to worry about?

No, you don't have to worry on them. However, the problem is reported in
our bugtracking system on

http://bugs.otrs.org



Great, thanks. I commented out the MAILTO line in the crontab file for
now so at least
they do not get sent anymore, a temporary fix until you manage to get
to that one :)

Mike
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Re: [otrs] Tickets appearing in the calendar?

[Mike Dent]

On 5/15/07, Christian Schoepplein <[EMAIL PROTECTED]> wrote:

Hello,

On Thu, May 10, 2007 at 03:51:01PM +0100, Mike Dent wrote:
>What is the purpose of the calender choice/button in the Queue admin?

You can define differnt calendars when more then one time zone is
needed.

>I'd like to be able to add entries to the calendar from tickets, eg to
>schedule a time to
>attend to a ticket, can this be done?

No, not yet unfortunatly. But it would be a nice feature ofcourse :).


Yes it would be excellent. It means jobs/tickets could be assigned a
date and time,
something which I imagine helpdesk's using OTRS would desire a lot.

Even nicer would be the ability to send entries to a WebDAV based
calendar system.
Anyway I suggested this on bugs.otrs as a feature. No rush :)

Thanks Christian,

Mike
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Re: [otrs] Date format in OTRS

[Mike Dent]

On 5/15/07, Christian Schoepplein <[EMAIL PROTECTED]> wrote:

On Fri, May 11, 2007 at 10:03:30PM +0100, Mike Dent wrote:
>where is the best place to configure the date setting in OTRS?
>Currently it is showing:-
>
>Created:
>05/10/2007 23:46:46
>
>Which is not correct for the UK. It should be 10/05/2007 .

Please see the language files under

Kernel/Language

In the en.pm file you can find the entry

$Self->{DateFormat} = '%M/%D/%Y %T';

Just change it to your needs.




Thank Christian,
just 6 lines to change for our UK format dates:-

$Self->{DateFormat} = '%D/%M/%Y %T';
   $Self->{DateFormatShort} = '%D/%M/%Y';
   $Self->{DateFormatLong} = '%A %B %D %T %Y';
   $Self->{DateFormatShort} = '%D/%M/%Y';
   $Self->{DateInputFormat} = '%D/%M/%Y';
   $Self->{DateInputFormatLong} = '%D/%M/%Y - %T';


Mike
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[otrs] Integrating with Active Directory

[Chris McGinnis]

I'm new to OTRS and would like to have our customer list in OTRS pull data from 
our Active Directory setup.  I'm running OTRS 2.1 and have a Windows 2003 and 
Windows 2000 server running Active Directory.  When I do a search for customers 
I never get any results.  I have used the ldp.exe utility with Windows to 
verify that I can access the LDAP tree using the username/password below.

Any guidance or examples would help.  I'm definitely not a LDAP or OTRS expert 
:(

Here is what I have added to my Config.pm:

# CustomerUser
# (customer user ldap backend and settings)
$Self->{CustomerUser} = {
Name => 'LDAP FNB',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
# ldap host
Host => '192.168.1.2',
# ldap base dn
BaseDN => 'DC=amaru,DC=local',
# search scope (one|sub)
SSCOPE => 'sub',
## The following is valid but would only be necessary if the
## anonymous user does NOT have permission to read from the LDAP 
tree
UserDN => 'CN=otrs otrs,OU=Information Technology,OU=Full 
Access,OU=test-users,DC=amaru,DC=local',
UserPw => 'tickets',
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => 
'(objectclass=user)'
AlwaysFilter => '',
# if your frontend is e. g. iso-8859-1 and the charset of your
# ldap server is utf-8, use this options (if not, ignore it)
#SourceCharset => 'utf-8',
#DestCharset => 'iso-8859-1',
# Net::LDAP new params (if needed - for more info see perldoc 
Net::LDAP)
Params => {
port => 389,
timeout => 120,
async => 0,
version => 3,
},
},
# customer uniq id
CustomerKey => 'uid',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['uid', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show now own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add a ldap filter for valid users (expert setting)
#   CustomerUserValidFilter => '(!(description=gesperrt))',
# admin can't change customer preferences
AdminSetPreferences => 0,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, 
storage-type, http-link, readonly
[ 'UserSalutation', 'Title',  'title',   1, 0, 'var', 
'', 0 ],
[ 'UserFirstname',  'Firstname',  'givenname',   1, 1, 'var', 
'', 0 ],
[ 'UserLastname',   'Lastname',   'sn',  1, 1, 'var', 
'', 0 ],
[ 'UserLogin',  'Username',   'uid', 1, 1, 'var', 
'', 0 ],
[ 'UserEmail',  'Email',  'mail',1, 1, 'var', 
'', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail',0, 1, 'var', 
'', 0 ],
#[ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 
'var', '', 0 ],
[ 'UserPhone',  'Phone',  'telephonenumber', 1, 0, 'var', 
'', 0 ],
[ 'UserAddress','Address','postaladdress',   1, 0, 'var', 
'', 0 ],
[ 'UserComment','Comment','description', 1, 0, 'var', 
'', 0 ],
],
};




   
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Re: [otrs] Users / Groups - Permissions - Concept

[joey]

Thanks for the fast reply!

Hrm.. so i can grant permission for a group to specific sub-queue?! the
groupt does not need permissions on the main-queue (that's what i read
somewhere else)??

Joey

Nils Breunese (Lemonbit Internet) wrote:
> Nathan Campbell wrote:
> 
>> As far as I know, the system does not allow literal sub-queues, but you
>> can create all of those queues and using the filters and user group /
>> queue permissions you can accomplish this easily.
> 
> According to the docs sub queues *are* implemented: "You can specify the
> name and the group who should use the queue and if you want the new queue
> to be a sub queue of another already existing queue."
> 
> http://doc.otrs.org/2.1/en/html/x841.html
> 
> Nils Breunese.
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RE: [otrs] Users / Groups - Permissions - Concept

[Nathan Campbell]

Well there you go - he can do exactly what he wants then.
I never had need for sub-queues so I suppose that's why I missed that in
the docs.

Thanks, 

Nathan Campbell

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Nils Breunese (Lemonbit Internet)
Sent: Tuesday, May 15, 2007 12:17 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Users / Groups - Permissions - Concept

Nathan Campbell wrote:

> As far as I know, the system does not allow literal sub-queues, but
you
> can create all of those queues and using the filters and user group /
> queue permissions you can accomplish this easily.

According to the docs sub queues *are* implemented: "You can specify the
name and the group who should use the queue and if you want the new
queue
to be a sub queue of another already existing queue."

http://doc.otrs.org/2.1/en/html/x841.html

Nils Breunese.
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RE: [otrs] Users / Groups - Permissions - Concept

[Nils Breunese \(Lemonbit Internet\)]

Nathan Campbell wrote:

> As far as I know, the system does not allow literal sub-queues, but you
> can create all of those queues and using the filters and user group /
> queue permissions you can accomplish this easily.

According to the docs sub queues *are* implemented: "You can specify the
name and the group who should use the queue and if you want the new queue
to be a sub queue of another already existing queue."

http://doc.otrs.org/2.1/en/html/x841.html

Nils Breunese.
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RE: [otrs] Users / Groups - Permissions - Concept

[Nathan Campbell]

As far as I know, the system does not allow literal sub-queues, but you
can create all of those queues and using the filters and user group /
queue permissions you can accomplish this easily. I'm sure lots of sites
are doing similar implementations.

The permissions can be setup so only assigned queues are visible to
particular users.

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
joey
Sent: Tuesday, May 15, 2007 11:37 AM
To: otrs@otrs.org
Subject: [otrs] Users / Groups - Permissions - Concept

Hey there,

this is what we need:

  Raw-Queue
  |
---
||   ||   |
  CustomerA CustomerB CustomerC   Internal  CustomerX
  |   |   |   |   |   |
  X   Y   Z   A   B   C

in words:

raw Queue:
The Queue where the mails come in. This needs to be managed by the
1st-level group. There should be filters configured to automatically
sort out spam etc. The users in the 1st-level group should be the only
one that are allowed to move tickets in the specific queues. They should
be able to move them either in the Main-Queues (CustomerA, CustomerB,
Internal etc) if they don't really know if its "X,Y or Z" (this may be
"Incidident", "Request" or whatever), or if the ticket is clear, sort
them directly into the  "X, Y or Z" sub-queues.

main queues:
These queues (CustomerA,CustomerB,Internal etc) needs to be managed by
other groups which users have deeper knowledge of CustomerA, B etc. The
thing should be done with ticket in these queues is to sort them in the
sub-queues. One shoud not start working on the tickets in these queues.

sub-queus:
This is where the work on a ticket should start by a group of users.

- The 1st-Level-Team should see all Queues.
- The Main-Queue-Teams should only see the specific main-queue and the
  sub-queues of it.
- The Sub-Queue-Teams should only see the specific sub-queue.

Sorry for my Englisch... hopefully it's clear anyway. Any idea of this
could be realized? :)

greetings and thanks in advance,
joey

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[otrs] Users / Groups - Permissions - Concept

[joey]

Hey there,

this is what we need:

  Raw-Queue
  |
---
||   ||   |
  CustomerA CustomerB CustomerC   Internal  CustomerX
  |   |   |   |   |   |
  X   Y   Z   A   B   C

in words:

raw Queue:
The Queue where the mails come in. This needs to be managed by the
1st-level group. There should be filters configured to automatically
sort out spam etc. The users in the 1st-level group should be the only
one that are allowed to move tickets in the specific queues. They should
be able to move them either in the Main-Queues (CustomerA, CustomerB,
Internal etc) if they don't really know if its "X,Y or Z" (this may be
"Incidident", "Request" or whatever), or if the ticket is clear, sort
them directly into the  "X, Y or Z" sub-queues.

main queues:
These queues (CustomerA,CustomerB,Internal etc) needs to be managed by
other groups which users have deeper knowledge of CustomerA, B etc. The
thing should be done with ticket in these queues is to sort them in the
sub-queues. One shoud not start working on the tickets in these queues.

sub-queus:
This is where the work on a ticket should start by a group of users.

- The 1st-Level-Team should see all Queues.
- The Main-Queue-Teams should only see the specific main-queue and the
  sub-queues of it.
- The Sub-Queue-Teams should only see the specific sub-queue.

Sorry for my Englisch... hopefully it's clear anyway. Any idea of this
could be realized? :)

greetings and thanks in advance,
joey

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Re: [otrs] Problem

[Christian Schoepplein]

Hello,

On Tue, May 15, 2007 at 05:16:48PM +0200, Luca Martella wrote:
>Hello all! Since a few time, our OTRS installation stopped to send 
>notifications by email. But if i send an Administrative Notification, 
>it send emails correctly! Do you have any suggestion?

Do you have logs of your mail server (if your own mailserver is used)? 
Does it help if you set a valid mail address for the config param

SendmailNotificationEnvelopeFrom

Maybe the messages are dropped because of a missing envelope from 
header.

>Luca Martella 

-- Christian

((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg
   Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
   http://www.otrs.com/ :: Communication with success!

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Handelsregister: HRB 9452 Bad Homburg
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Re: [otrs] interne Tickets im Customer Interface sichtbar (Teilen)

[Christian Schoepplein]

Hi Bernhard,

On Tue, May 15, 2007 at 12:09:46PM +0200, Bernhard Mandera wrote:
>wir setzen OTRS 2.1.5 ein. Folgendes ist uns aufgefallen, was nicht richtig
>sein kann. Wird ein Ticket durch teilen erstellt und wird anschließend eine
>interne Mail verschickt, so sehen Kunden, die das Ticket sich im
>CustomerInterface anschauen (und die entsprechenden Berechtigung=customer_id
>haben) als erstes das interne Ticket, obwohl sie ja nur externe Artikeltypen
>sehen dürften.
>
>In der DB sieht es so aus:
>
>++---+-+
>| id | ticket_id | article_type_id |
>++---+-+
>| 107099 |  8479 |   5 |
>| 107100 |  8479 |   2 |
>| 107101 |  8479 |   2 |
>++---+-+
>
>(Der Kunde sieht als erstes im CustomerInterface id 107101).
>
>Noch etwas ist uns aufgefallen, das wir auch für einen Bug halten, dass aber
>nicht so ins Gewicht fällt:
>
>Wenn ein Kunde im CustomerInterface ein Ticket sich anschaut, sieht er alle
>Artikel vom Type external. Soweit auch richtig. Manipuliert man die URL aber
>und ersetzt die angezeigte "externe" Artikel-ID durch eine "interne" Artikel-Id
>vom selben Ticket, so sieht der Kunde auch diese. Hier wäre es doch richtiger
>eine Fehlermeldung zu bringen.

Please open bug reports on this issues on

http://bug.otrs.org


We need to reproduce the problems before we can solve them. with your 
bug reports you'll help to not forget the issues.

>B. Mandera

Thanks a lot,

  Christian

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Re: [otrs] Date format in OTRS

[Christian Schoepplein]

On Fri, May 11, 2007 at 10:03:30PM +0100, Mike Dent wrote:
>where is the best place to configure the date setting in OTRS?
>Currently it is showing:-
>
>Created:   
>05/10/2007 23:46:46
>
>Which is not correct for the UK. It should be 10/05/2007 .

Please see the language files under

Kernel/Language

In the en.pm file you can find the entry

$Self->{DateFormat} = '%M/%D/%Y %T';

Just change it to your needs.

>Mike

-- Christian

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   http://www.otrs.com/ :: Communication with success!

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Re: [otrs] CMDB - ITSM

[Christian Schoepplein]

Hi,

On Fri, May 11, 2007 at 10:49:47AM -0700, Esteban Oleas wrote:
>I have another question about CMDB, could you tell me if this new module can 
>make
>inventory of pc's in the network automatically?

Please subscribe to our ITSM mailinglist where our ITSM developers also 
can read and answer to your message:

[EMAIL PROTECTED]

-- Christian

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   http://www.otrs.com/ :: Communication with success!

Geschäftsführer: André Mindermann, Martin Edenhofer
Handelsregister: HRB 9452 Bad Homburg
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Re: [otrs] Customer id's?

[Christian Schoepplein]

Hello,

On Thu, May 10, 2007 at 05:04:44PM +0100, Mike Dent wrote:
>is it possible to have the customer ID's automatically incremented
>when adding a customer?

No, unfortunatly not :(.

-- Christian

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Re: [otrs] Tickets appearing in the calendar?

[Christian Schoepplein]

Hello,

On Thu, May 10, 2007 at 03:51:01PM +0100, Mike Dent wrote:
>What is the purpose of the calender choice/button in the Queue admin?

You can define differnt calendars when more then one time zone is 
needed.

>I'd like to be able to add entries to the calendar from tickets, eg to
>schedule a time to
>attend to a ticket, can this be done?

No, not yet unfortunatly. But it would be a nice feature ofcourse :).

>Mike

-- Christian

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Re: [otrs] Ticket Age

[Christian Schoepplein]

Hi,

On Thu, May 10, 2007 at 05:20:24PM +0300, Matas Labasauskas wrote:
>Is it possible to count ticket age only during working hours?

Not with a standard OTRS. OTRS needs to be patched to work this way.

>Matas Labasauskas

-- Christian

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Re: [otrs] Cron jobs creating error email? - GenericAgent.pl & UnlockTickets

[Christian Schoepplein]

Hi,

On Thu, May 10, 2007 at 11:52:52AM +0100, Mike Dent wrote:
>Hi, since I installed the cron jobs for user OTRS, I am now getting
>several emails
>with an error in them.
>
>the error is:-
>
>DBI::db=HASH(0x871f038)->disconnect invalidates 1 active statement
>handle (either destroy statement handles or call finish on them before
>disconnecting) at /opt/otrs/Kernel/System/DB.pm line 223, 
>line 4.
>
>
>The jobs which I am seeing the error from up to now are:-
>
>Cron <[EMAIL PROTECTED]> $HOME/bin/GenericAgent.pl -c db >> /dev/null
>
>Cron <[EMAIL PROTECTED]> $HOME/bin/GenericAgent.pl >> /dev/null
>
>Cron <[EMAIL PROTECTED]> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null
>
>
>OTRS 2.1.7, CGI and Ubuntu 6.10.
>
>Are these anything to worry about?

No, you don't have to worry on them. However, the problem is reported in 
our bugtracking system on

http://bugs.otrs.org

>Mike

-- Christian

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[otrs] column q.first_response_time does not exist

[Pierrik Le Guennec]

I installed a 2.2.0 beta 2 debian package

I can't select personnal queues.

When I try, the answer is a success message : "Preferences updates 
successfully!", but the selected queue stays unselected.

By "System log", I read error message OTRS-CGI-10:
Found no $ID for 46!
Error: column q.first_response_time does not exist

The system is Debian Etch 4.0, Postgresql 8.1

Steps for install

1 - 2.0.4 debian package standard
2 - imports of previous data
3 - 2.1.7 debian package, without upgrading database during intallation
4 - upgrade database by script to 2.1.7
5 - 2.0.0 beta 2 debian package, without upgrading database during 
intallation

6 - upgrade database by script to 2.0.0

There were no error messages during upgrades of database.

Is there an error, or is there a patch ?




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[otrs] Problem

[Luca Martella]

Hello all! Since a few time, our OTRS installation stopped to send 
notifications by email. But if i send an Administrative Notification, it send 
emails correctly! Do you have any suggestion?

Thanks a lot in advance

Luca Martella 
[EMAIL PROTECTED] 
2007-05-15


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[otrs] Using Search in OTRS to search custom fields?

[Mike Dent]

Hi,
I added some of my own fields to customer_user table.

I'd like to include these in the search feature in OTRS.

Cananybody point me in the right direction please?

thanks
Mike
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Re:[otrs] Error adding packages

[kekieres]

Hi,

I've solved the problem by myself.
I don't know why but some directories didn't have execution permision so
weren't accesible. Probably some error while installing or updating perl o
mod_perl... who knows.

bye.


[EMAIL PROTECTED] escribió:
> Hi all at list,
>
> I'm installing OTRS in RedHat Enterprise 4, with Apache2 and mod_perl_1.99.
> I've been facing some problems but finally I've a system running except
that
> I can't add packages and that's what I really want to do (need to install
> SIRIOS modules).
> The error I get when clicking in [Package Manager] is:
>
> -
> Software error:
>
> Can't locate HTTP/Request/Common.pm in @INC (@INC contains: ../../
> /opt/otrs/Kernel/cpan-lib /opt/otrs/
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4
> /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2
> /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1
> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .
> /etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at
> /usr/lib/perl5/vendor_perl/5.8.5/LWP/UserAgent.pm line 409, 
> line 24.
>
> For help, please send mail to the webmaster (..) , giving this error
> message and the time and date of the error.
> ---
>
> But the point is that Common.pm file IS in the system:
> # locate Common.pm
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache/TestCommon.pm
> /usr/lib/perl5/vendor_perl/5.8.5/HTTP/Request/Common.pm
>
> Anyone has any idea, or has faced the same problem?
>
> Thanks
>
>Rafa.
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Re: [otrs] Tickets between two OTRS systems

[Alexander Scholler]

Hi Sven,

Sven Wilhelm schrieb:

Hi,

is it anyway possible to pipe tickets from one otrs system into another having 
two different kind of numbering schemas?


use case: a support team has to send requests to an external support team also 
working with otrs. I like to manage this requests the same way as requests 
from customers.


I just can report that my mail-interaction out of our otrs with 
[EMAIL PROTECTED] worked.

We us vorgang#
they us ticket#
We both have differenct system-ids


regards

sven


Bye, Alex


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RE: [otrs] Problem restarting Apache2 [Can't load Perl module...]

[Raphael Kouhana]

Yes! It works great! 

Bedankt :)

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils
Breunese (Lemonbit Internet)
Sent: mardi 15 mai 2007 13:23
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]

Raphael Kouhana wrote:

> Sorry, I installed it with rpm. Maybe I should have use the tar.gz
> procedure.
> 
> Thank you anyway

Did you find the apache config for OTRS in /etc/httpd/conf.d/? Have you
tried changing Apache2::Reload to Apache::Reload?

Nils Breunese.


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Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]

[Nils Breunese (Lemonbit Internet)]

Raphael Kouhana wrote:

> Sorry, I installed it with rpm. Maybe I should have use the tar.gz
> procedure.
> 
> Thank you anyway

Did you find the apache config for OTRS in /etc/httpd/conf.d/? Have you
tried changing Apache2::Reload to Apache::Reload?

Nils Breunese.



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RE: [otrs] Problem restarting Apache2 [Can't load Perl module...]

[Raphael Kouhana]

Sorry, I installed it with rpm. Maybe I should have use the tar.gz
procedure.

Thank you anyway

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils
Breunese (Lemonbit Internet)
Sent: mardi 15 mai 2007 13:14
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]

Raphael Kouhana wrote:

> httpd.conf ??
> 
> it seems that this file hasn't change after installation.

You didn't tell us how you installed OTRS (.tar.gz? .rpm?), but you
might want to take a look in /etc/httpd/conf.d/.

Nils Breunese.


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Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]

[Nils Breunese (Lemonbit Internet)]

Raphael Kouhana wrote:

> httpd.conf ??
> 
> it seems that this file hasn't change after installation.

You didn't tell us how you installed OTRS (.tar.gz? .rpm?), but you
might want to take a look in /etc/httpd/conf.d/.

Nils Breunese.



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RE: [otrs] Problem restarting Apache2 [Can't load Perl module...]

[Raphael Kouhana]

httpd.conf ??

it seems that this file hasn't change after installation.

Raph


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils
Breunese (Lemonbit Internet)
Sent: mardi 15 mai 2007 12:13
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]

Raphael Kouhana wrote:

> I'm using RedHat ES 3 + httpd-2.0.46 + mod_perl-1.99_09-10.ent
> 
> What "config" are you talking about ?

The apache configuration for OTRS.

Nils Breunese.


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[otrs] Error adding packages

[kekieres]

Hi list,

I'm installing OTRS in RedHat Enterprise 4, with Apache2 and mod_perl_1.99.
I've facing some problems but finally I've a system running except that
I can't add packages and that's really what I need (want to install
SIRIOS modules).
The error I get when clicking in [Package Manager] is:
Software error:

Can't locate HTTP/Request/Common.pm in @INC (@INC contains: ../../
/opt/otrs/Kernel/cpan-lib /opt/otrs/
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4
/usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2
/usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
/usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .
/etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at
/usr/lib/perl5/vendor_perl/5.8.5/LWP/UserAgent.pm line 409, 
line 24.

For help, please send mail to the webmaster (..) , giving this error
message and the time and date of the error.

But the point is that Common.pm file IS in the system:
# locate Common.pm
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache/TestCommon.pm
/usr/lib/perl5/vendor_perl/5.8.5/HTTP/Request/Common.pm

Anyone has any idea, or has faced the same problem?

Thanks

   Rafa.
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[otrs] Error adding packages

[kekieres]

Hi all at list,

I'm installing OTRS in RedHat Enterprise 4, with Apache2 and mod_perl_1.99.
I've been facing some problems but finally I've a system running except that
I can't add packages and that's what I really want to do (need to install
SIRIOS modules).
The error I get when clicking in [Package Manager] is:

-
Software error:

Can't locate HTTP/Request/Common.pm in @INC (@INC contains: ../../
/opt/otrs/Kernel/cpan-lib /opt/otrs/
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4
/usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2
/usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
/usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .
/etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at
/usr/lib/perl5/vendor_perl/5.8.5/LWP/UserAgent.pm line 409, 
line 24.

For help, please send mail to the webmaster (..) , giving this error
message and the time and date of the error.
---

But the point is that Common.pm file IS in the system:
# locate Common.pm
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache/TestCommon.pm
/usr/lib/perl5/vendor_perl/5.8.5/HTTP/Request/Common.pm

Anyone has any idea, or has faced the same problem?

Thanks

   Rafa.
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[otrs] interne Tickets im Customer Interface sichtbar (Teilen)

[Bernhard Mandera]

Hallo,

wir setzen OTRS 2.1.5 ein. Folgendes ist uns aufgefallen, was nicht richtig 
sein kann. Wird ein Ticket durch teilen erstellt und wird anschließend eine 
interne Mail verschickt, so sehen Kunden, die das Ticket sich im 
CustomerInterface anschauen (und die entsprechenden Berechtigung=customer_id 
haben) als erstes das interne Ticket, obwohl sie ja nur externe Artikeltypen 
sehen dürften. 

In der DB sieht es so aus:

++---+-+
| id | ticket_id | article_type_id |
++---+-+
| 107099 |  8479 |   5 |
| 107100 |  8479 |   2 |
| 107101 |  8479 |   2 |
++---+-+

(Der Kunde sieht als erstes im CustomerInterface id 107101).

Noch etwas ist uns aufgefallen, das wir auch für einen Bug halten, dass aber 
nicht so ins Gewicht fällt:

Wenn ein Kunde im CustomerInterface ein Ticket sich anschaut, sieht er alle 
Artikel vom Type external. Soweit auch richtig. Manipuliert man die URL aber 
und ersetzt die angezeigte "externe" Artikel-ID durch eine "interne" Artikel-Id 
vom selben Ticket, so sieht der Kunde auch diese. Hier wäre es doch richtiger 
eine Fehlermeldung zu bringen.

Mit freundlichen Grüßen,
B. Mandera
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Re: [otrs] problem in otrs framework

[d . shri]

Hi Nils,
We have installed all the modules and o/p is OK for all modules.We
have restarted the Apache also.But still getting the same error
while clicking on "package manager" in admin interface.
Any other Way to solve this error?

Thanks,
Shrinivas.



> [EMAIL PROTECTED] wrote:
>
>> We have installed otrs 2.1.7 source(tar.gz)on Suse 10.We are facing
>> problem in interface.When we click on package manager in admin interface
>> we are receiving following error.
>>
>> Software error:
>>
>> Can't locate auto/LWP/UserAgent/get.al in @INC (@INC contains: ../../
>> /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../..
>> /usr/lib/perl5/5.8.7/i586-linux-thread-multi /usr/lib/perl5/5.8.7
>> /usr/lib/perl5/site_perl/5.8.7/i586-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl
>> /usr/lib/perl5/vendor_perl/5.8.7/i586-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl .
>> /opt/otrs/bin/cgi-bin/../.. /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib)
>> at ../..//Kernel/System/Package.pm line 1487
>>
>> For help, please send mail to the webmaster
>> ([EMAIL PROTECTED]), giving this error message and the
>> time
>> and date of the error.
>>
>> Please provide us solution for the same.
>
> It seems not all required Perl modules are installed. You can check this
> by running ~otrs/bin/otrs.checkModules. See the documentation for
> install instructions:
> 
>
> Nils Breunese.
>
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-- 
Shrinivas Devarkonda,
Drushti NET,
3, Abhinav Apartments,
778, Congress House Road,
Next to Congress Bhavan, Shivajinagar,
Pune -05.
Email : [EMAIL PROTECTED]


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Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]

[Nils Breunese (Lemonbit Internet)]

Raphael Kouhana wrote:

> I'm using RedHat ES 3 + httpd-2.0.46 + mod_perl-1.99_09-10.ent
> 
> What "config" are you talking about ?

The apache configuration for OTRS.

Nils Breunese.



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RE: [otrs] Problem restarting Apache2 [Can't load Perl module...]

[Raphael Kouhana]

Hi,

Thanks to answer.

I'm using RedHat ES 3 + httpd-2.0.46 + mod_perl-1.99_09-10.ent

What "config" are you talking about ?

Thanks

Groetjes,

Raph


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils
Breunese (Lemonbit Internet)
Sent: mardi 15 mai 2007 11:23
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]

Raphael Kouhana wrote:

> My Apache2 is unable to restart after installing OTRS.
> 
> Here is the error :
> 
> Stopping httpd:[  OK  ]
> Starting httpd: [Tue May 15 10:17:51 2007] [error] Can't locate
> Apache2/Reload.pm in @INC 
> [Tue May 15 10:17:51 2007] [error] Can't load Perl module
> Apache2::Reload for server localhost:80, exiting...!
> 
> What can I do ?

What OS are you on? You have installed mod_perl? We're using Apache 2 on
CentOS 4 and I'm using Apache::Reload in the config, not Apache2::Reload.

Nils Breunese.


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Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]

[Nils Breunese (Lemonbit Internet)]

Raphael Kouhana wrote:

> My Apache2 is unable to restart after installing OTRS.
> 
> Here is the error :
> 
> Stopping httpd:[  OK  ]
> Starting httpd: [Tue May 15 10:17:51 2007] [error] Can't locate
> Apache2/Reload.pm in @INC 
> [Tue May 15 10:17:51 2007] [error] Can't load Perl module
> Apache2::Reload for server localhost:80, exiting...!
> 
> What can I do ?

What OS are you on? You have installed mod_perl? We're using Apache 2 on
CentOS 4 and I'm using Apache::Reload in the config, not Apache2::Reload.

Nils Breunese.



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[otrs] Tickets between two OTRS systems

[Sven Wilhelm]

Hi,

is it anyway possible to pipe tickets from one otrs system into another having 
two different kind of numbering schemas?

use case: a support team has to send requests to an external support team also 
working with otrs. I like to manage this requests the same way as requests 
from customers.

regards

sven
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[otrs] Problem restarting Apache2 [Can't load Perl module...]

[Raphael Kouhana]

Hi guys!

 

My Apache2 is unable to restart after installing OTRS.

 

Here is the error : 

 

Stopping httpd:[  OK  ]

Starting httpd: [Tue May 15 10:17:51 2007] [error] Can't locate
Apache2/Reload.p

m in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/
/usr/lib/p

erl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl

/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/sit

e_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/v

endor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/
/etc/httpd/lib/perl) a

t (eval 77) line 3.!

[Tue May 15 10:17:51 2007] [error] Can't load Perl module Apache2::Reload
for se

rver localhost:80, exiting...!

 

What can I do ?

 

Thanks.

 

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