[otrs] Title length limitation of FAQ
Is there a way to increase the length of FAQ Title in OTRS. I find there is a limitation to FAQ title, only 120 characters allowed. But seems no configuration in SysConfig could make a change to this. How could I enter longer title? And, the FAQ Explorer shows only 65 characters of the title, how to make it show more? Derek Kiely - 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] Add Priority Options to Email Compose & Phone Inbound/Outbound
Is it possible to add the option to modify a tickets priority to the Email compose or Phone call outbound/inbound so that agents can easily change the priority when sending a response. Derek Kiely - 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] Integration with Remote Support Software
Hi All, I would like to know what Remote Support Software can be easily integrated into OTRS? E.g Teamviewer, gotomeeting, webex etc... Also if anyone has done this I would appreciate any recommendations/limitations. Derek Kiely - 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] Putting Escalation statuses into the ticket history
Thanks Gerald
I will give it a go, much appreciated.
Derek Kiely
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald
Young
Sent: 25 October 2012 14:49
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Putting Escalation statuses into the ticket history
Hasten to add: You may find that you'll need $Ticket{TicketID} instead of
$Param{TicketID} if the former is being referenced previously.
On Thu, Oct 25, 2012 at 9:44 AM, Gerald Young
mailto:cryth...@gmail.com>> wrote:
Disclaimer: The following is a modification of OTRS core files and insertion
of data into OTRS tables. If you don't feel comfortable with this, don't do it.
Get someone to help you.
It modifies a core component of OTRS, so please make and verify backups before
you start. There is no warranty associated with the following, and any changes
you'd make to your installation of OTRS are your responsibility to fix.
It's possible to modify Ticket.pm:
For example, after
my $DestinationTime = $Self->{TimeObject}->DestinationTime(
StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
String => $Ticket{Created}
),
Time => $Escalation{FirstResponseTime} * 60,
Calendar => $Escalation{Calendar},
);
# update first response time to $DestinationTime
$Self->{DBObject}->Do(
SQL =>
'UPDATE ticket SET escalation_response_time = ?,
change_time = current_timestamp, '
. ' change_by = ? WHERE id = ?',
Bind => [ \$DestinationTime, \$Param{UserID},
\$Ticket{TicketID}, ]
);
add:
# add history
$Self->HistoryAdd(
TicketID => $Param{TicketID},
CreateUserID => $Param{UserID},
HistoryType => 'EscalationResponseTimeStart',
Name => "\%\%Escalation Solution Time Stopped", #something that
makes sense to where it happened.
);
note that merge/close/remove sets:
# update escalation times with 0
my %EscalationTimes = (
EscalationTime => 'escalation_time',
EscalationResponseTime => 'escalation_response_time',
EscalationUpdateTime => 'escalation_update_time',
EscalationSolutionTime => 'escalation_solution_time',
);
These are the values that are stored (therefore they'd be good candidates for
HistoryAdd):
# (time stamps of expected escalations)
EscalationResponseTime (unix time stamp of response time
escalation)
EscalationUpdateTime (unix time stamp of update time
escalation)
EscalationSolutionTime (unix time stamp of solution time
escalation)
# (general escalation info of nearest escalation type)
EscalationDestinationIn (escalation in e. g. 1h 4m)
EscalationDestinationTime(date of escalation in unix time, e.
g. 72193292)
EscalationDestinationDate(date of escalation, e. g. "2009-02-14
18:00:00")
EscalationTimeWorkingTime(seconds of working/service time till
escalation, e. g. "1800")
EscalationTime (seconds total till escalation of
nearest escalation time type - response, update or solution time, e. g. "3600")
And these are the ticket_history_types >40 stored in ticket_history_type
name
EscalationSolutionTimeStop
EscalationResponseTimeStart
EscalationUpdateTimeStart
EscalationSolutionTimeStart
EscalationResponseTimeNotifyBefore
EscalationUpdateTimeNotifyBefore
EscalationSolutionTimeNotifyBefore
EscalationResponseTimeStop
EscalationUpdateTimeStop
Now, admittedly, the ticket_history_types are more granular (start/stop) than
the Ticket's escalation entries, which appear to only occur as they happen.
In my opinion if you're going to go as far as to add these HistoryAdd entries
to Ticket.pm, you might as well provide yourself some custom
ticket_history_types to match, therefore you can look them up.
Make sure valid_id is 1 and you may want to make sure create_by and change_by
is 1 (or a different user id (an integer), if you want to be sure you did it...)
"Can't this be done without hacking the code?"
No. As you'll see in Ticket.pm, there is no HistoryAdd for Escalations. If
there were, I think we wouldn't be discussing this.
"What's the downside of adding custom ticket_history_types?"
Theoretically, none. Just don't collide with existing names (keep the name
unique). Oh, there's a possibility that OTRS may eventually add identically
named history_types so you may want to prefix your names
(my_EscalationRespon
Re: [otrs] Putting Escalation statuses into the ticket history
Hi Phillippe, This is something that I would really like to be able to use. Please let me know if you have found a way of doing this or have a workaround for implementing it. Many Thanks Derek Kiely -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Philippe-Arnaud HARANGER Sent: 24 October 2012 09:03 To: otrs@otrs.org Subject: [otrs] Putting Escalation statuses into the ticket history Hello, I'm currently looking for a elegant way to keep track of the different escalations a ticket had been through. To my understanding, the elements currently in the ticket_history_type table from from 41 to 49 are destined to do so. As per ./scripts/test/Event/Escalations.t, lines 256 and following, it also seems that they aren't implemented yet. Can you give me any feedback on this subject? Does anyone knows when the function is planned to be released? If not how may I contribute? Cheers, Philippe-Arnaud (This message is a bump from the dev@ list.) - 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
Re: [otrs] Can't get IMAPS/POPS Mail and Can't Connect to http://otrs.org/product.xml
Hi Mike, Thanks for the feedback, I have made the change mentioned below (downloaded the file, replaced the old file and restarted OTRS) and I am no longer seeing the issue with the Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 8 is empty! However I am still seeing the following and it seems to only happen sporadically. Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Oct 5 08:43:35 2012 Message: IMAPS: Auth for user ouraddr...@domain.com/MAILSERVER failed! Traceback (3076): Module: Kernel::System::MailAccount::IMAPS::_Fetch (v1.12) Line: 127 Module: Kernel::System::MailAccount::IMAPS::Fetch (v1.12) Line: 79 Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424 Module: Kernel::Modules::AdminMailAccount::Run (v1.28) Line: 69 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thanks again for your help on this. Derek Kiely -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: 05 October 2012 13:21 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't get IMAPS/POPS Mail and Can't Connect to http://otrs.org/product.xml Hi Derek, This would be already fixed in more recent OTRS's. Please try replacing Kernel/System/MailAccount/IMAPTLS.pm with this version: http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/MailAccount/IMAPTLS.pm?revision=1.1.2.1&view=markup ref: http://bugs.otrs.org/show_bug.cgi?id=8568 Feedback would be nice! -- Mike On Fri, Oct 5, 2012 at 1:56 PM, Derek Kiely wrote: > > Hi All, > > I have a number of issues with OTRS (3.1.7) - which just started happening, > no changes were made to OTRS. > > First up I get this message on the dashboard > > Can't connect to: http://otrs.org/product.xml (500 Can't connect to > www.otrs.com:80 (Bad hostname)) > > I can get this via wget from the otrs command line. > > Also I am not receiving any mail via POPS/IMAPS mails into OTRS. When I > click fetch mail option under PostMaster Mail Accounts I get a message saying > that I can't to the server. > > When I look at the syslog messages I see the following > > Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, > email no 8 is empty! > Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, > email no 7 is empty! > Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, > email no 6 is empty! > Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, > email no 5 is empty! > Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, > email no 4 is empty! > Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, > email no 3 is empty! > Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, > email no 2 is empty! > > Any advice on this? What could it be? > > Thanks in advance for your help > > Derek Kiely > > > - > 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
[otrs] Can't get IMAPS/POPS Mail and Can't Connect to http://otrs.org/product.xml
Hi All, I have a number of issues with OTRS (3.1.7) - which just started happening, no changes were made to OTRS. First up I get this message on the dashboard Can't connect to: http://otrs.org/product.xml (500 Can't connect to www.otrs.com:80 (Bad hostname)) I can get this via wget from the otrs command line. Also I am not receiving any mail via POPS/IMAPS mails into OTRS. When I click fetch mail option under PostMaster Mail Accounts I get a message saying that I can't to the server. When I look at the syslog messages I see the following Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 8 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 7 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 6 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 5 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 4 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 3 is empty! Fri Oct 5 07:47:18 2012 error OTRS-CGI-10 IMAPS: Can't process mail, email no 2 is empty! Any advice on this? What could it be? Thanks in advance for your help Derek Kiely - 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] First Response Escalation Reporting
Is there a way to report the number of tickets that hit the First Response Escalation Time over the last week? I need to be able to say that X% of tickets opened last week were answer within the First Response SLA time. Can I see this even if the escalation has been handled? Thanks in advance Derek Kiely - 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] Salesforce & OTRS
Hi All, I am looking at integrating OTRS and Salesforce, I know previously that there was an add-on but this seems to no longer be available. At a high level I want to pull all of our Account and Contact information from Salesforce and have ticket information provided back to Salesforce. Has anyone done this? What are the limitations? Can you give me some info as to how to set this up. Many thanks in advance for your help Regards Derek - 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] SLA tied to Priority
Hi Gerald, Thanks for the feedback, this is exactly it, if you have the specifics it would be very helpful. Derek Kiely -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: 22 September 2012 15:16 To: User questions and discussions about OTRS. Subject: Re: [otrs] SLA tied to Priority You mean Generic Agent through the web interface ticket filter every 10,20,30,40,50,00 minutes on priority X Action set sla Y? Do you need explicit instructions on this? On Fri, Sep 21, 2012 at 7:04 PM, Derek Kiely wrote: > Hi, > > I am currently looking for a way to automatically tie Priority to SLA. If I > update the priority of a ticket then I want to SLA to also be changed. Is > this possible? I have seen people mention that it can be done via > genericagent.pm does anyone have an example of how to do it this way? > > What I am trying to achieve is the following: > > Services: Standard, Premium and Premium Plus. > SLA: 1 hour update, 2 hour update, 4 hour update, 24 hour update. > > So if I have a ticket that is created by a customer with Service = Standard > and the Ticket Priority = P5 then the SLA =24 hour update, If I increase the > priority to P1 then SLA should automatically =1 hour update. > > Thanks in advance for your help. > > > Derek Kiely > > - > 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
[otrs] SLA tied to Priority
Hi, I am currently looking for a way to automatically tie Priority to SLA. If I update the priority of a ticket then I want to SLA to also be changed. Is this possible? I have seen people mention that it can be done via genericagent.pm does anyone have an example of how to do it this way? What I am trying to achieve is the following: Services: Standard, Premium and Premium Plus. SLA: 1 hour update, 2 hour update, 4 hour update, 24 hour update. So if I have a ticket that is created by a customer with Service = Standard and the Ticket Priority = P5 then the SLA =24 hour update, If I increase the priority to P1 then SLA should automatically =1 hour update. Thanks in advance for your help. Derek Kiely - 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] ODBC to existing customer database
Hi All, I have an existing mysql database which contains all of our customer information (its part of another application) and I want to pull the customer information into our OTRS Customer database. What is the best approach to take to implement this? Is there an ODBC Connector available? Derek Kiely - 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] Reporting for Survey Module
Hi All, Is there a way to tie the Survey Module into the Stats Module so that we can run reports against tickets/agents and surveys. I basically want to be able to run a report against the surveys completed for a given period of time and have the ticket and agent details in the report. Thanks in advance for your help. Derek Kiely - 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] How to Customise Customer Survey Page
Hi All, I am planning on using the customer survey module in OTRS 3.1.7, I would like to know how I can customise the page, I want to add my company logo to the page and change the title etc... Any help would be greatly appreciated. Derek Kiely - 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] Crontab getting overwritten
Hi All, I recently migrated from 2.4.4 to 3.1.7 (3.0.1 in the middle) and since upgrading, I am having problems with my cron jobs, Bascally my crontab looks like this 01 01 * * * $HOME/bin/RebuildTicketIndex.pl >> /dev/null When it should look like 01 01 * * * $HOME/bin/otrs.RebuildTicketIndex.pl >> /dev/null I have edited all the files in /opt/otrs/var/cron including .dist files to reflect the right values but when I came in again today the problem was back again. During my upgrade I had some .rpmnew files created that had the right information in them but they did no overwrite the existing files. These files were again created today so it looks like something is running that is recreating these files or adjusting the old files. Any idea what could be overwriting these scripts? Derek Kiely - 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] Skip files with Error bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS
Hi Mike, Thanks for the feedback, Any suggestions on how best to deal with the issue, other than removing the attachment? Derek Kiely On 11 July 2012 15:10, Mike Eduard wrote: > Hi Derek, > > On 7/11/12 16:06 , Derek Kiely wrote: > >> I want to use the File System for Article attachment storage but when I >> run "bin/otrs.**ArticleStorageSwitch.pl<http://otrs.ArticleStorageSwitch.pl>< >> http://otrs.**ArticleStorageSwitch.pl<http://otrs.ArticleStorageSwitch.pl>> >> -s ArticleStorageDB -d ArticleStorageFS", I am getting some errors against >> some articles, I want to know if it is possible to skip these articles and >> leave them in the database. >> > There is no option to skip tickets or articles. > > Mike Eduard > Enterprise Services for OTRS > > Znuny GmbH // Marienstraße 11 // 10117 Berlin // Germany > > P: +49 (0) 30 60 98 54 18-0 > F: +49 (0) 30 60 98 54 18-8 > W: http://znuny.com > > Location: Berlin - HRB 139852 B Amtsgericht Berlin-Charlottenburg > Managing Director: Martin Edenhofer > > --**--**- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<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] Skip files with Error bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS
Hi Guys, I want to use the File System for Article attachment storage but when I run "bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS", I am getting some errors against some articles, I want to know if it is possible to skip these articles and leave them in the database. Thanks in advance for your help Derek Kiely - 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] Calendar assigned to Queue not working
Hi Mike, I understand it now, it was very helpful, this is what I was looking for. Thank you. Derek Kiely On 10 July 2012 08:19, Michiel Beijen wrote: > Hi Derek, > > The time zone in the calendar does not change the create time for > tickets; create time for tickets would always be local time of the > user. If I create a ticket at 7 AM, this will always be 7 AM no matter > the time zone attached to the calendar of the queue. I hope this makes > sense. > > If you enable TimeZoneUser in the configuration (and > TimeZoneAutoOffset as well) users see the tickets in their local time. > Which means that if you'd create a ticket at 9AM CET, and someone in > the UK is looking at the ticket, they see a create time of 8AM UK > time; which is what you'd expect. > > The time zone offset in the calendar is really used for calculating > any escalations, it is used for calculating your actual business > hours. > -- > Mike > > On Mon, Jul 9, 2012 at 5:54 PM, Derek Kiely > wrote: > > Hi All, > > > > I set up Core::Time::Calendar2 to have a TimeZone::Calendar2 of +5. I > have > > then assigned this calendar to one of my queues, when I create a ticket > in > > the queue it still shows the create time as the local time rather than > the > > +5 hours time. > > > > Any ideas on how to fix this? Is this possible? > > > > I am using version 3.1.7 (upgraded recently from 2.4.4 via 3.0.1) > > > > Derek Kiely > > > > > > - > > 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
[otrs] Calendar assigned to Queue not working
Hi All, I set up Core::Time::Calendar2 to have a TimeZone::Calendar2 of +5. I have then assigned this calendar to one of my queues, when I create a ticket in the queue it still shows the create time as the local time rather than the +5 hours time. Any ideas on how to fix this? Is this possible? I am using version 3.1.7 (upgraded recently from 2.4.4 via 3.0.1) Derek Kiely - 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 from 2.4.4 to 3.0.1 to 3.1.7
Hi Steve, I have tried your suggestion and am now getting the following error on the same page (Title/Properties), any ideas? I have tried re-run the bin/ otrs.RebuildConfig.pl but still the same. [image: Inline images 1] Derek Kiely EMEA Support Team Leader KEMP Technologies Limited <http://www.kemptechnologies.com/> Mary Rosse Centre Holland Road National Technology Park Limerick Ireland DDI: +353 61 260104 Office: +353 61 260101 On 5 July 2012 18:10, Steven Carr wrote: > If a file is named .rpmsave then this is because it did not match the file > distributed with the RPM and so when it was upgraded it moved your > configuration to one side. > > You can try renaming otrs.conf.rpmsave to otrs.conf and restarting Apache > - but there may be configuration being loaded from elsewhere in your Apache > config, so check the rest of the Apache config files first incase there are > any directives pointing to the old otrs scripts directory. > > Steve > > > > > On 5 July 2012 18:02, Derek Kiely wrote: > >> Hi Steve, >> >> Thanks for the feedback, I checked in the /etc/httpd/conf.d directory and >> I see a file called otrs.conf.rpmsave - here it is >> >> # -- >> # added for OTRS (http://otrs.org/) >> # $Id: apache2-httpd-new.include.conf,v 1.3 2007/04/16 12:11:53 martin >> Exp $ >> # -- >> >> # agent, admin and customer frontend >> ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" >> Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" >> >> # if mod_perl is used >> # >> >> # load all otrs modules >> Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl >> >> # Apache::Reload - Reload Perl Modules when Changed on Disk >> PerlModule Apache2::Reload >> PerlInitHandler Apache2::Reload >> PerlModule Apache2::RequestRec >> >> # set mod_perl2 options >> >> #ErrorDocument 403 /otrs/customer.pl >> ErrorDocument 403 /otrs/index.pl >> SetHandler perl-script >> PerlResponseHandler ModPerl::Registry >> Options +ExecCGI >> PerlOptions +ParseHeaders >> PerlOptions +SetupEnv >> Order allow,deny >> Allow from all >> >> >> # >> >> # directory settings >> >> AllowOverride None >> Options +ExecCGI -Includes >> Order allow,deny >> Allow from all >> >> >> AllowOverride All >> Order allow,deny >> Allow from all >> >> >> What is the .rpmsave about and is this where my problem is coming from? >> Any ideas on how to fix it? >> >> Derek Kiely >> EMEA Support Team Leader >> KEMP Technologies Limited <http://www.kemptechnologies.com/> >> Mary Rosse Centre >> Holland Road >> National Technology Park >> Limerick >> Ireland >> DDI: +353 61 260104 >> Office: +353 61 260101 >> >> >> >> On 5 July 2012 17:33, Steven Carr wrote: >> >>> Check your Apache configuration (possibly /etc/httpd/conf.d/otrs ?) and >>> verify the otrs-web virtual directory is pointing to the correct location >>> then bounce Apache. >>> >>> Steve >>> >>> >>> >>> On 5 July 2012 16:26, Derek Kiely wrote: >>> >>>> >>>> Hello I have updated our OTRS system from 2.4.4 to 3.17 in a two step >>>>> increment, >>>>> >>>>> All appears to be OK except that when I click on ticket properties I >>>>> get the following error message >>>>> >>>>> [image: Inline images 1] >>>>> >>>>> I followed the upgrade scripts exactly, it also looks like the >>>>> js/js-cache is pointing to the wrong directory it is pointing to >>>>> /opt/otrs-2.4.4//js-cache rather than /opt/otrs//js-cache/ >>>>> >>>>> Any help would be greatly appreciated. >>>>> >>>>> Derek Kiely >>>>> >>>>> >>>> >>>> - >>>> 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 >> > > > - > 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
Re: [otrs] Upgrade from 2.4.4 to 3.0.1 to 3.1.7
Hi Steve, Thanks for the feedback, I checked in the /etc/httpd/conf.d directory and I see a file called otrs.conf.rpmsave - here it is # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd-new.include.conf,v 1.3 2007/04/16 12:11:53 martin Exp $ # -- # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # if mod_perl is used # # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options #ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all # # directory settings AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all AllowOverride All Order allow,deny Allow from all What is the .rpmsave about and is this where my problem is coming from? Any ideas on how to fix it? Derek Kiely EMEA Support Team Leader KEMP Technologies Limited <http://www.kemptechnologies.com/> Mary Rosse Centre Holland Road National Technology Park Limerick Ireland DDI: +353 61 260104 Office: +353 61 260101 On 5 July 2012 17:33, Steven Carr wrote: > Check your Apache configuration (possibly /etc/httpd/conf.d/otrs ?) and > verify the otrs-web virtual directory is pointing to the correct location > then bounce Apache. > > Steve > > > > On 5 July 2012 16:26, Derek Kiely wrote: > >> >> Hello I have updated our OTRS system from 2.4.4 to 3.17 in a two step >>> increment, >>> >>> All appears to be OK except that when I click on ticket properties I get >>> the following error message >>> >>> [image: Inline images 1] >>> >>> I followed the upgrade scripts exactly, it also looks like the >>> js/js-cache is pointing to the wrong directory it is pointing to >>> /opt/otrs-2.4.4//js-cache rather than /opt/otrs//js-cache/ >>> >>> Any help would be greatly appreciated. >>> >>> Derek Kiely >>> >>> >> >> - >> 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
