[otrs] System Error

[Alexis Gingras]

Hi ,
I would like to try otrs but I never been able to make my installation work.
My new error is :
Software error:

Got no TicketObject! at ../..//Kernel/Output/HTML/NavBarModuleAdmin.pm line 30.

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

I get this right after I log in with the default user [EMAIL PROTECTED]  In
otrs log file i have :
[Fri Jan 18 22:48:28 2008][Notice][Kernel::System::Auth::DB::Auth] User:
[EMAIL PROTECTED] authentication ok (REMOTE_ADDR: 127.0.0.1).
 And in the apache log :
[Fri Jan 18 22:48:30 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:30
2008] index.pl: Subroutine Load redefined at (eval 38) line 4., referer:
http://127.0.0.1/otrs/index.pl
[Fri Jan 18 22:48:35 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:35
2008] index.pl: Subroutine Load redefined at (eval 1190) line 4., referer:
http://127.0.0.1/otrs/index.pl
[Fri Jan 18 22:48:35 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:35
2008] index.pl: Subroutine Load redefined at (eval 38) line 4., referer:
http://127.0.0.1/otrs/index.pl
[Fri Jan 18 22:48:38 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:38
2008] index.pl: Got no TicketObject! at
../..//Kernel/Output/HTML/NavBarModuleAdmin.pm line 30., referer:
http://127.0.0.1/otrs/index.pl
So if anyone can help me here PLEASE!!!
Thanks
-- 
Alexis Gingras
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RE: [otrs] Customer can not view tickets - My Tickets

[Tina Kerr]

Yes, they are.

Tina Kerr

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Andrey Feldman
Sent: Friday, January 18, 2008 3:29 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Customer can not view tickets - My Tickets

Hi.
Is a customer and a queue in the same group(Admin-> Customer user
groups)?

-- 
Best regards ,
Andrey Feldman



Tina Kerr ?:
>
> Powered by OTRS 2.2.4 
>
> When I am logged in as a customer, I am unable to view any tickets 
> from My Tickets or Company Tickets. I know this question has been 
> posted previously, 
> http://lists.otrs.org/pipermail/otrs/2006-July/011838.html
>
> But I am unable to find a thread to the resolution.
>
> Please Help,
>
> Thanks!
>
> Tina Kerr
>
> Manager, Production Support
>
> Office: 214-618-9540
>
> Fax: 303-635-2005
>
> Mobile: 303-884-0058
>
> [EMAIL PROTECTED] 
>
>
> *+CONFIDENTIALITY NOTICE+*
>
> The information in this email may be confidential and/or privileged. 
> This email is intended to be reviewed by only the individual or 
> organization named above. If you are not the intended recipient or an 
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> immediately notify the sender by return email and delete this email 
> from your system.
>
>

>
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Re: [otrs] Customer can not view tickets - My Tickets

[Andrey Feldman]

Hi.
Is a customer and a queue in the same group(Admin-> Customer user groups)?

--
Best regards ,
Andrey Feldman



Tina Kerr ?:


Powered by OTRS 2.2.4 

When I am logged in as a customer, I am unable to view any tickets 
from My Tickets or Company Tickets. I know this question has been 
posted previously, 
http://lists.otrs.org/pipermail/otrs/2006-July/011838.html


But I am unable to find a thread to the resolution.

Please Help,

Thanks!

Tina Kerr

Manager, Production Support

Office: 214-618-9540

Fax: 303-635-2005

Mobile: 303-884-0058

[EMAIL PROTECTED] 


*+CONFIDENTIALITY NOTICE+*

The information in this email may be confidential and/or privileged. 
This email is intended to be reviewed by only the individual or 
organization named above. If you are not the intended recipient or an 
authorized representative of the intended recipient, you are hereby 
notified that any review, dissemination or copying of this email and 
its attachments, if any, or the information contained here in is 
prohibited. If you have received this email in error, please 
immediately notify the sender by return email and delete this email 
from your system.




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[otrs] Customer can not view tickets - My Tickets

[Tina Kerr]

Powered by OTRS 2.2.4   

 

When I am logged in as a customer, I am unable to view any tickets from
My Tickets or Company Tickets.  I know this question has been posted
previously, http://lists.otrs.org/pipermail/otrs/2006-July/011838.html

But I am unable to find a thread to the resolution.

Please Help,

Thanks!

 

Tina Kerr

Manager, Production Support

Office:   214-618-9540

Fax:  303-635-2005

Mobile:  303-884-0058

[EMAIL PROTECTED]  

 
+CONFIDENTIALITY NOTICE+

The information in this email may be confidential and/or privileged.
This email is intended to be reviewed by only the individual or
organization named above.  If you are not the intended recipient or an
authorized representative of the intended recipient, you are hereby
notified that any review, dissemination or copying of this email and its
attachments, if any, or the information contained here in is prohibited.
If you have received this email in error, please immediately notify the
sender by return email and delete this email from your system.

 

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[otrs] What does mean a blinking queue name ?¿

[Antonio Sarmiento]

Hi,

Somebody knows what does mean when the queue name in the queueview is blinking 
??
 I find explication for diferente colors of the queue name, it´s related 
qwith the parameter about the age of the tickets, but din´t find something 
about blinking


Thanks

Antonio
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RE: [otrs] Deleting Stats

[Vince Deli]

.. crickets chirping ...


From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Mon, 14 Jan 2008 08:15:44 
-0600Subject: [otrs] Deleting Stats


In testing the stats, I generated a test and submitted before I had completed. 
The report shows in the Overview page with a Stat# but when I click on it I get 
an error message: Software error:Illegal division by zero at 
../..//Kernel/System/Stats.pm line 1581.
I would like to be able to delete the stat report. Does someone know how to do 
this?Thanks in advance.

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Re: [otrs] Company - Customers relation.

[Fabio Paracchini]

Hi Sveinung,

  I hopefully can enlight you on question 4 (Time units): you can
extract that info from table time_accounting, and join it with ticket
and customer_company, like this:

 

select customer_company.name as "Customer", sum(time_unit) as "Total
time spent" 

from ticket, customer_company, time_accounting 

where customer_company.customer_id = ticket.customer_id and
time_accounting.ticket_id = ticket.id 

group by customer_company.name;

 

Of course you have to set in OTRS the relations between customer users
and customer company and assign the customer user for each ticket.

 

Regards
Fabio

 


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Re: [otrs] Invalid email syntax

[Nils Breunese (Lemonbit)]

Andrey Feldman wrote:


Think it's a bug.
otrs/Kernel/System/CheckItem.pm:
--- CheckItem.pm.orig 2008-01-18 13:21:40.897753856 +0300
+++ CheckItem.pm 2008-01-18 13:21:48.478601392 +0300
@@ -61,7 +61,7 @@
}
my $Error = '';
# email address syntax check
- if ($Param{Address} !~ /^(()|([a-zA-Z0-9]+([a-zA-Z0-9_+\.&%-]*[a- 
zA-Z0-9_'\.-]+)?@([a-zA-Z0-9]+([a-zA-Z0-9\.-]*[a-zA-Z0-9]+)?\.+[a-zA- 
Z]{2,8}|\[\d+\.\d+\.\d+\.\d+])))$/) {
+ if ($Param{Address} !~ /^(()|([a-zA-Z0-9_]+([a-zA-Z0-9_+\.&%-]*[a- 
zA-Z0-9_'\.-]+)?@([a-zA-Z0-9]+([a-zA-Z0-9\.-]*[a-zA-Z0-9]+)?\.+[a-zA- 
Z]{2,8}|\[\d+\.\d+\.\d+\.\d+])))$/) {

$Error = "Invalid syntax";
}


Looking at http://www.ex-parrot.com/~pdw/Mail-RFC822-Address.html the  
above regex probably still isn't 100% RFC 822 compliant. :o) But it  
just might fix the error on the leading underscore.


Nils Breunese.
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Re: [otrs] Invalid email syntax

[Andrey Feldman]

Think it's a bug.
otrs/Kernel/System/CheckItem.pm:
--- CheckItem.pm.orig 2008-01-18 13:21:40.897753856 +0300
+++ CheckItem.pm 2008-01-18 13:21:48.478601392 +0300
@@ -61,7 +61,7 @@
}
my $Error = '';
# email address syntax check
- if ($Param{Address} !~ 
/^(()|([a-zA-Z0-9]+([a-zA-Z0-9_+\.&%-]*[a-zA-Z0-9_'\.-]+)?@([a-zA-Z0-9]+([a-zA-Z0-9\.-]*[a-zA-Z0-9]+)?\.+[a-zA-Z]{2,8}|\[\d+\.\d+\.\d+\.\d+])))$/) 
{
+ if ($Param{Address} !~ 
/^(()|([a-zA-Z0-9_]+([a-zA-Z0-9_+\.&%-]*[a-zA-Z0-9_'\.-]+)?@([a-zA-Z0-9]+([a-zA-Z0-9\.-]*[a-zA-Z0-9]+)?\.+[a-zA-Z]{2,8}|\[\d+\.\d+\.\d+\.\d+])))$/) 
{

$Error = "Invalid syntax";
}

--
Best regards ,
Andrey Feldman


Nils Breunese (Lemonbit) ?:

Cronfy wrote:


OTRS does not want to send email to address where local part starts with
underscore, i.e. '[EMAIL PROTECTED]' - there is invalid syntax it says.
The address is valid. Is this a bug or a feature? How can I make
OTRS pass such email addresses? Thanks in advance.


The regex that checks e-mail addresses is probably not entirely 
correct. Some mail regexes only check for @ and whether the part after 
the @ has a dot. A completely RFC-compliant regex is pretty large. See 
http://www.ex-parrot.com/~pdw/Mail-RFC822-Address.html for instance. 
Maybe OTRS could use the Email::Address perl module: 
http://search.cpan.org/perldoc?Email::Address


I don't know if this check can be turned off in OTRS. Otherwise the 
regex needs to be changed. You can file a bug report at 
http://bugs.otrs.org/


Nils Breunese.
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Re: [otrs] Reject emails without ticket ID

[Stein Erik Berget]

On Thu, 17 Jan 2008 20:48:01 +0100, LQ Marshall <[EMAIL PROTECTED]>  
wrote:



Sorry, if I am being dense, but if you reject message w/o ID how are
customers going to open new issues?


I would guess that they would enter them using the OTRS provided web  
interface.


I asked a question earlier where I wanted to reject all e-mails where the  
from user where not registered as a customer. I did not get a reply on  
that one, because what I'm trying to do is more or less simular to this  
isseue, but I would like the customer to initiate the request from e-mail.



--
Stein Erik
http://www.berget.org/
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RE: [otrs] Email Creates new ticket and updates an existing ticket

[Obee, Daniel]

That's a feature easily configurable in the queue dialogue.

 

Set 'Follow up Option:' to 'yes' and you're fine.

 

Greetz

 

Daniel 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Brett Wells
Sent: Donnerstag, 17. Januar 2008 23:22
To: User questions and discussions about OTRS.org
Subject: [otrs] Email Creates new ticket and updates an existing ticket

 

The problem that I'm having is this.  A user creates a ticket via the
web interface then gets a email confirmation and then replies to the
email which updates the existing ticket in the system but also creates a
new ticket. 

I need to find a way to make the system not create a new ticket on
follow up emails from existing tickets.

Thanks,
Brett

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