[otrs] Upgrade to 3.2 - another little problem
: 866 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::h andler (unknown version) Line: 46 Module: (eval) (v1.94) Line: 204 Module: ModPerl::RegistryCooker::run (v1.94) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.94) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 __ __ __ __ Apparently permission at file level are correct and I run the upgrade script to verify/adapt permissions.. (Centos 6.2 64bit) __ __ I also did a ?chown ?R 777 /opt/otrs?, just to be on safe side and test it properly, after a server restart ? then it worked. But it?s a little too open. __ __ What should be the correct permissions ? __ __ My fix permission strings was: bin/otrs.SetPermissions.pl http://otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache --admin-user=root --admin-group=root /opt/otrs __ __ Thanks, Massimo __ __ __ __ Massimo Bianchi __ __ Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 tel:%2B39%2002%2092596.322 Cell: +39 348 5852275 tel:%2B39%20348%205852275 Fax: +39 02 92140548 tel:%2B39%2002%2092140548 __ __ Skype: massimo.bianchi Lync: massimo.bian...@nposistemi.it mailto:massimo.bian...@nposistemi.it Mail: massimo.bian...@nposistemi.it mailto:massimo.bian...@nposistemi.it Web: http://www.nposistemi.it http://www.nposistemi.it/ __ __ - 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 - 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 - 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 -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20130201/28730423/attachment.html -- - 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 End of otrs Digest, Vol 53, Issue 1 *** - 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
Re: [otrs] Upgrade to 3.2 problems and questions
Hi Massimo, Am 31.01.13 18:35, schrieb Bianchi Massimo: Hi all, I did a test-upgrade from 3.1.11 to 3.2 It looks great but I have two problems and one question: BLOCKING: 1) missing new ticket in customer interface Apparently I have not the new ticket in customer web interface -- quite strange ! I tested it with standard theme The Ticket menu in the customer interface is supposed to be clickable, a submenu should open. If that is not the case, you might be missing some JavaScript loaded on the page. That could be caused by your permission problem with SysConfig. MINOR 2) search for customer ID in customer - customer information starts a query that never ends it works if I search for customer user in the same screen Do you get any JavaScript (Browser console) or OTRS errors (logfile)? Anyone else experiencing the same problems ? QUESTION Curiosity: I created a test process (really great! Compliments to OTRS Dev group), but I cannot find a way/button to start it. Even the manual is not clear to me. I thought there will be a process ticket or something like that.. If you created a new active process and synchronized it to disk, a new menu item will be visible: Ticket - Create new process ticket. This will let you select the process. Best regards, mg -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System -- Prozess- und Kundenmanagement mit OTRS 3.2 -- Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/ - 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
Re: [otrs] Upgrade to 3.2 - another little problem
This is indeed a permission problem and could cause some of the other errors you mentioned. Make sure no SELinux or AppArmor policies are blocking things, if you executed otrs.SetPermissions.pl correctly. Regards, mg Am 31.01.13 19:04, schrieb Bianchi Massimo: Hi all, I think that I missed some step... Tryng to modify ANY item in sysconfig leads to an error: Error Message: Can't write ConfigItem! -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System – Prozess- und Kundenmanagement mit OTRS 3.2 – Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/ - 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
Re: [otrs] Upgrade to 3.2 problems and questions
Hi, On Fri, Feb 1, 2013 at 9:31 AM, Martin Gruner martin.gru...@otrs.comwrote: Am 31.01.13 18:35, schrieb Bianchi Massimo: 1) missing new ticket in customer interface Apparently I have not the “new ticket” in customer web interface – quite strange ! I tested it with standard theme…. The Ticket menu in the customer interface is supposed to be clickable, a submenu should open. If that is not the case, you might be missing some JavaScript loaded on the page. That could be caused by your permission problem with SysConfig. It could also be you customized one of the settings under Frontend::Customer::ModuleRegistration in SysConfig. Navigate to Admin SysConfig Ticket Frontend::Customer::ModuleRegistration and click the circular arrows to load the bundled settings. Can you let us know if this fixes your issue? Note that the New Ticket button is in a drop-down menu in OTRS 3.2.x: [image: Inline image 1] -- Mike 2013-02-01 09_51_41-MyTickets - Ticket - OTRS.png- 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
[otrs] otrs 3.1.11
Hello List, Anyone know how to identify the ticket number that is causing this error? OTRS-otrs.PendingJobs.pl-10[481]: [Error][Kernel::System::Ticket::TicketStateSet][Line:3944]: Need StateID or State! Would it not make sense to also print the ticket number in the error message? Thanks, -- Stephen Clark - 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
Re: [otrs] otrs 3.1.11
Edit Kernel/System/Ticket.pm and change line 3944, update the message
returned, change from 'Need StateID or State!' to Need StateID or
State! Ticket: $Param{TicketID}.
Steve
On 1 February 2013 12:02, Steve Clark scl...@netwolves.com wrote:
Hello List,
Anyone know how to identify the ticket number that is causing this error?
OTRS-otrs.PendingJobs.pl-10[481]:
[Error][Kernel::System::Ticket::TicketStateSet][Line:3944]: Need StateID or
State!
Would it not make sense to also print the ticket number in the error
message?
Thanks,
--
Stephen Clark
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Re: [otrs] otrs 3.1.11
Thanks.
On 02/01/2013 07:34 AM, Steven Carr wrote:
Edit Kernel/System/Ticket.pm and change line 3944, update the message
returned, change from 'Need StateID or State!' to Need StateID or
State! Ticket: $Param{TicketID}.
Steve
On 1 February 2013 12:02, Steve Clark scl...@netwolves.com wrote:
Hello List,
Anyone know how to identify the ticket number that is causing this error?
OTRS-otrs.PendingJobs.pl-10[481]:
[Error][Kernel::System::Ticket::TicketStateSet][Line:3944]: Need StateID or
State!
Would it not make sense to also print the ticket number in the error
message?
Thanks,
--
Stephen Clark
-
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Stephen Clark
*NetWolves*
Director of Technology
Phone: 813-579-3200
Fax: 813-882-0209
Email: steve.cl...@netwolves.com
http://www.netwolves.com
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Re: [otrs] Upgrade to 3.2 - another little problem
The permissions issue trying to change anything in sysconfig, most likely means that for whatever reason you ZZZAuto.pm file is not writable by the user/group that you web server is running as. Based on your listing for the parameters you passed to the permissions script, check that the permissions on /opt/otrs/Kernel/Config/Files/ZZZAuto.pm should be at least 664 with ownership otrs:apache or apache:apache. If this file is not writable by the user the web server runs as then no changes to sysconfig can be saved via the web interface. - 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
Re: [otrs] otrs 3.1.11
Edit Kernel/System/Ticket.pm and change line 3944, update the message
returned, change from 'Need StateID or State!' to Need StateID or State!
Ticket: $Param{TicketID}.
He does have a point, though. An good error message should give as much context
as possible (answering the basic journalism questions: who, what, when, where,
why).
Not quite as bad as the all-purpose Syntax error from the BSD C compiler, but
...
Call it a usability APAR.
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Re: [otrs] Issue : when opening ticket, browser prompts to open/save the html of article
Did you run /opt/otrs/bin/otrs.RebuildConfig.pl and /opt/otrs/bin/ otrs.DeleteCache.pl Also you migth want to reload your web server and otrs service Regards 2013/2/1 Baton Jerome jerome.ba...@trusted-logic.com Hello, ** ** I am new to OTRS, my context is that I’m transferring an OTRS 3.0 to a new machine (there is custom dev for pgp that I don’t master inside). ** ** I not only copied the /opt/otrs but also the content of the DB. I checked for the dead links to see that some necessary JS was hidden in /etc/javascript-common. This is corrected and the system is working. Even email fetching is working J and email tickets get created ** ** ** ** But I have an issue, rather weird. When open I open a ticket, the browser prompts me to open/save the html of article (which is correct) instead of showing it in the same page. ** ** Thank for your help ** ** Jerome - 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 -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - 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
Re: [otrs] Issue : when opening ticket, browser prompts to open/save the html of article
email fetch isn't the problem. Email send might be. On Fri, Feb 1, 2013 at 11:51 AM, Alvaro Cordero alv...@gridshield.netwrote: Did you run /opt/otrs/bin/otrs.RebuildConfig.pl and /opt/otrs/bin/ otrs.DeleteCache.pl Also you migth want to reload your web server and otrs service Regards 2013/2/1 Baton Jerome jerome.ba...@trusted-logic.com Hello, ** ** I am new to OTRS, my context is that I’m transferring an OTRS 3.0 to a new machine (there is custom dev for pgp that I don’t master inside). ** ** I not only copied the /opt/otrs but also the content of the DB. I checked for the dead links to see that some necessary JS was hidden in /etc/javascript-common. This is corrected and the system is working. Even email fetching is working J and email tickets get created ** ** ** ** But I have an issue, rather weird. When open I open a ticket, the browser prompts me to open/save the html of article (which is correct) instead of showing it in the same page. ** ** Thank for your help ** ** Jerome - 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 -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - 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 - 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
[otrs] Update to 3.2 - some problems
Hi all, The permission went OK, and with permissions ok I was able to: 1) Change parameters in sysconfig 2) Create a new process, synchronize and then create a new ticket from process (wow!) Still fighting with the un-ability to create a new ticket. No errors in /var/log/messages My header looks like: [cid:image001.png@01CE00B1.E7830D60] So no drop down menu or whatever. I followed MG suggestion (reset configuration on Frontend::Customer::ModuleRegistration) CustomerFrontend::Module###CustomerTicketOverview was not default, I reset it. The others where default (no circular arrow) Now it works :) Don't know why it broke. I have some not compatible add-ons (multiserviceselect, diynamictickettemplate, EscalationSuspend ) and I disabled the company ticket. But now I can enjoy testing 3.2 (until OTRS release the updated packages, then I will work on production). Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bian...@nposistemi.itmailto:massimo.bian...@nposistemi.it Mail: massimo.bian...@nposistemi.itmailto:massimo.bian...@nposistemi.it Web: http://www.nposistemi.ithttp://www.nposistemi.it/ inline: image001.png- 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
Re: [otrs] Update to 3.2 - some problems
Have you thought about backing out completely and then starting the upgrade all over again? Clearly something has gone wrong during the upgrade. It would be much easier to start again (though I do hope this is a test instance and not your live instance you have upgraded). Steve - 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
