[otrs] sort order of the QueueView by last open
I need puts the ticket that i open for see the message at the top list, when i click in the back link, at the M and L views. It is possible? - 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 installation problem with mod_perl
Any advice would be appreciated, thank you.
Context:
OTRS 3.3.6 installation from source:
https://otrs.github.io/doc/manual/admin/3.3/en/html/manual-installation-of-otrs.html
Installing on an AWS server: Amazon Linux AMI (PV) 2014.03.1 - ami-fb8e9292
(64-bit)
Problem: Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl is failing
when executing in /etc/httpd/conf.d/otrs.conf
Please note the line numbers referenced for some of the files may be off due to
some debugging code I had added.
From: /var/log/httpd/error_log
[Thu Apr 24 13:50:45.854980 2014] [perl:error] [pid 2602] Cannot find current
script '/opt/' at /usr/share/perl5/FindBin.pm line 181.
BEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 181.
Compilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 29.
BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line
29.
Compilation failed in require at (eval 7) line 2.
...propagated at /usr/share/perl5/base.pm line 84.
BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 99.
Compilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line
69.
BEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl
line 69.
Compilation failed in require at (eval 2) line 1.
[Thu Apr 24 13:50:45.855024 2014] [perl:error] [pid 2602] Can't load Perl file:
/opt/otrs/scripts/apache2-perl-startup.pl for server
ip-XX-XXX-XX-XXX.ec2.internal:0, exiting...
From: stacktrace code inserted into /usr/share/perl5/FindBin.pm
Trace begun at /usr/share/perl5/FindBin.pm line 113
FindBin::init at /usr/share/perl5/FindBin.pm line 181
FindBin::BEGIN at /usr/share/perl5/FindBin.pm line 181
eval {...} at /usr/share/perl5/FindBin.pm line 181
require FindBin.pm at /opt/otrs/Kernel/Config/Defaults.pm line 29
Kernel::Config::Defaults::BEGIN at /usr/share/perl5/FindBin.pm line 181
eval {...} at /usr/share/perl5/FindBin.pm line 181
require Kernel/Config/Defaults.pm at (eval 7) line 2
eval 'require Kernel::Config::Defaults
;' at /usr/share/perl5/base.pm line 81
base::import('base', 'Kernel::Config::Defaults') called at
/opt/otrs/Kernel/Config.pm line 99
Kernel::Config::BEGIN at /usr/share/perl5/FindBin.pm line 181
eval {...} at /usr/share/perl5/FindBin.pm line 181
require Kernel/Config.pm at /opt/otrs/scripts/apache2-perl-startup.pl line 69
main::BEGIN at /usr/share/perl5/FindBin.pm line 181
eval {...} at /usr/share/perl5/FindBin.pm line 181
require /opt/otrs/scripts/apache2-perl-startup.pl at (eval 2) line 1
eval 'require q^@/opt/otrs/scripts/apache2-perl-startup.pl^@
;' at /usr/share/perl5/FindBin.pm line 181
From: some debugging code inserted into /usr/share/perl5/FindBin.pm
START INIT /usr/share/perl5/FindBin.pm
Thu Apr 24 13:53:41 UTC 2014
me - FindBin::init
parent - FindBin::BEGIN
script - /opt/
I can start up httpd and actually run OTRS if I disable mod_perl usage by
altering the IfModule perl_module line in /etc/httpd/conf.d/otrs.conf to
look for a module that does not exist. Version logged when starting: [Thu Apr
24 13:45:41.531835 2014] [mpm_prefork:notice] [pid 2530] AH00163: Apache/2.4.9
(Amazon) mod_perl/2.0.7 Perl/v5.16.3 configured -- resuming normal operations
That was actually my initial install and I did not notice mod_perl wasn't being
used until after installing and noticing the CGI accelerator was not active in
the '/otrs/index.pl?Action=AdminServiceCenter' page. What I had to do was
reference the module correctly in the otrs.conf: IfModule perl_module.
Once I did that I run into the problem I am describing now.
All instructions were adhered to and all prerequisites pass such as:
/opt/otrs/bin/otrs.CheckModules.pl
perl -cw /opt/otrs/bin/cgi-bin/index.pl
perl -cw /opt/otrs/bin/cgi-bin/customer.pl
perl -cw /opt/otrs/bin/otrs.PostMaster.pl
Does anyone have any advice or thoughts?
Here are the perl and httpd version info:
/
Summary of my perl5 (revision 5 version 16 subversion 3) configuration:
Platform:
osname=linux, osvers=2.6.18-164.el5az00, archname=x86_64-linux-thread-multi
uname='linux gobi-build-31002.sea31.amazon.com 2.6.18-164.el5az00 #1 smp
tue sep 15 14:19:07 edt 2009 x86_64 x86_64 x86_64 gnulinux '
config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2
-fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic
-Dccdlflags=-Wl,--enable-new-dtags -Dlddlflags=-shared -O2 -g -pipe -Wall
-Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector
--param=ssp-buffer-size=4 -m64 -mtune=generic -DDEBUGGING=-g -Dversion=5.16.3
-Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat,
Inc. -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr/local
-Dsitelib=/usr/local/share/perl5 -Dsitearch=/usr/local/lib64/perl5
-Dprivlib=/usr/share/perl5 -Dvendorlib=/usr/share/perl5/vendor_perl
-Darchlib=/usr/lib64/perl5 -Dvendorarch=/usr/lib64/perl5/vendor_perl
Re: [otrs] Dashboard new collumn
Can't replicate. [ 'UserDepartment','Department','department', 1, 0, 'var', '', 1 ], On Wed, Apr 23, 2014 at 7:31 PM, André Cavalcante treba.an...@gmail.comwrote: Hi people, I need some help. I have mapped OTRS and AD (LDAP), and I'd like add collumn to the dashboard to show the department where the ticket come from, but it brings no data. The mapping is the following. Thanks. Map = [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 1 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 0, 'var', '', 1 ], [ 'UserLastname', 'Lastname', 'sn', 1, 0, 'var', '', 1 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 1 ], [ 'UserEmail', 'Email', 'mail',1, 1, 'var', '', 1 ], [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 1, 1, 'var', '', 1 ], [ 'UserCustomerIDs','CustomerIDs','department', 1, 0, 'var', '', 1 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 1 ], [ 'UserComment','Comment','description', 1, 0, 'var', '', 1 ], [ 'UserStreet', 'Street', 'streetAddress', 1, 0, 'var', '', 1 ], [ 'UserZip','Zip','zip', 1, 0, 'var', '', 1 ], [ 'UserCity', 'City', 'l', 1, 0, 'var', '', 1 ], [ 'UserCountry','Country','co', 1, 0, 'var', '', 1 ], ], 2014-04-14 23:31 GMT-03:00 André Cavalcante treba.an...@gmail.com: What have you tried? I've set CustomerID = department (LDAP) What is the result? It brings no result. Did you get any error messages? No error messages How is the result not what you wanted/expected? It brings no result at all, It should companys name. What did you search for to achieve your results? I'd like to add a collumn to dashboard to show each tickts company How may random person -- who might be able to help you -- replicate your results? I can send some files .dtl or the otrs-ldap mapping When I go to Customer Information Center the company is shown ok. 2014-04-14 22:39 GMT-03:00 Gerald Young cryth...@gmail.com: No success so far... This is quite difficult to troubleshoot. What have you tried? What is the result? Did you get any error messages? How is the result not what you wanted/expected? What did you search for to achieve your results? How may random person -- who might be able to help you -- replicate your results? During LDAP integration with OTRS, we have mapped CustomerIDs (OTRS) = department (LDAP), but it brings no value to the column I’ve added to the dashboard. [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 1, 1, 'var', '', 1 ], [ 'UserCustomerIDs','CustomerIDs','department', 1, 0, 'var', '', 1 ], Would be correct to the the following? CustomerID = department CustomerIDs = nothing The ldap attribute department shows? Your current Map is ... And you expect what to happen? And what actually happens? On Mon, Apr 14, 2014 at 9:21 PM, André Cavalcante treba.an...@gmail.com wrote: Hi there, No success so far... Em segunda-feira, 14 de abril de 2014, Mathias Braeunling mathias.otrsmailingli...@gmail.com escreveu: Hi, Am 08.04.14 16:01, schrieb André Cavalcante: Would be correct to the the following? CustomerID = department CustomerIDs = nothing I'd also suggest this setup. You can also check if the setup is correct by going to the customer information center and selecting a customer user name (lower field). If configured correctly it will load up the info center for the department (e.g. 'Team IT') and list all members of that department (= all customer users who share the same customer id). This also allows the use of the company tickets option in the customer interface. --Mathias - 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 -- *André Luiz C. e Cavalcante* Coordenador de Eleições TRE-BA / STI / COELE - 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 -- *André Luiz C. e Cavalcante*
Re: [otrs] Ticket subject
Hello everyone, This message is to let you know that the problem was solved. I've used the tag Gerald've suggested ( OTRS_TICKET_Title) Thanks Gerald. André 2014-04-15 19:02 GMT-03:00 André Cavalcante treba.an...@gmail.com: Hi Gerald, you're right. Sorry about that. I'll be more specific next time. Objective: show the customer in the Survey message which ticket he/she will evaluate. I can already tell him the ticket number, because I've inserted the tag OTRS_TICKET_TicketNumber. But a customer suggested to show also the subject so that he/she doesn't need to access the web interface to see what that ticket was about. Action: I've inserted tag OTRS_CUSTOMER_SUBJECT Result: It didn't bring any result. Desired result: Show the ticket subject in the Survey message Thanks again, I'll try the tag you've suggested. 2014-04-15 18:18 GMT-03:00 Gerald Young cryth...@gmail.com: Please (this is a personal request) refrain from saying it didn't work. In a sense, that would be obvious or else you wouldn't have posted. Telling us and showing us what happened and why that wasn't what you wanted/expected helps us make sure a response explicitly fixes what's broken. (Which you did here and for which I am appreciative -- Thank you.) On point, though, try OTRS_TICKET_Title 2014-04-15 16:31 GMT-04:00 André Cavalcante treba.an...@gmail.com: Hi there, I'd like to insert the ticket subject in the Survey message. I was able to insert the ticket number, but not the subject. I've tried OTRS_CUSTOMER_SUBJECT but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado #OTRS_TICKET_TicketNumber - Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de satisfação disponível no link abaixo: http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey= OTRS_PublicSurveyKey Sua opinião é muito importante! Equipe de Suporte -- *André Luiz C. e Cavalcante, PMP, PRINCE2* - 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 -- *André Luiz C. e Cavalcante* Coordenador de Eleições TRE-BA / STI / COELE -- *André Luiz C. e Cavalcante* Coordenador de Eleições TRE-BA / STI / COELE - 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
