[otrs] Re: Login Language Problem
Hi,
you can find it here
Kernel/System/Web/InterfaceCustomer.pm: Message => "Sent
new password to: ".$UserData{"UserEmail"},
Kernel/System/Web/InterfaceAgent.pm:Message => "Sent
new password to: ".$UserData{"UserEmail"},
regards
Des Quinn
"Carlos A. Cardona Gomez" <[EMAIL PROTECTED]> wrote in message
news:[EMAIL PROTECTED]
Hello
I am using ORTS in spanish, but i still get the red-color-english-sentence
"Sent
new password to: [EMAIL PROTECTED]" when i request for a new
password in the login page.
I tried to translate this sentence in the
/otrs/Kernel/Language/es.pl file but i didn't find such sentence.
I also tried to find it in Kernel/Config/Defaults.pm to copy into
Kernel/Config.pm but I only found the subject and the body
of the email OTRS sends with the new password, not the message that appears
over the username fieldtext in the login page.
¿Can anyone tell me how can i translate it?
Thanks
Carlos Andrés Cardona
Analista de Informática
Centro de Tecnologías de Información y Comunicación
Universidad Pontificia Bolivariana
Circular 1 No 70-01 Bloque 9
Medellín COLOMBIA
Tel: +57 4 415 9006
Fax: +57 4 230 6164
[EMAIL PROTECTED]
-- www.upb.edu.co --
UPB 70 años de Transformación Social y Humana
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[otrs] Re: Creating New Tickets
Hi, my process for this is to get the webform to send to the general email address and then run a generic agent every 10 minutes that looks for the form's subject title which is a bit of boiler plate prepended to the users own subject line. This then puts the web form submission in a queue for all webform posts. They are then assigned as required. This was a 5 minute job that can be improved on with either a unique email address or doing a postmaster filter on headers. hope this helps "Mike Morton" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] > Hi there - I am just new to the system - and after going through the demo, > it looks pretty good! I have looked at many PHP specific help desks, and > while they have the features I am looking for, the support is, shall we > say, > a bit lacking! > > So, after seeing that there is an active mailing list for this solution, I > am very happy! :) > > Enough ego stroking. I took a peek at the documentation and the archives, > and I could not find a quick answer to this, and no search feature for the > archives. I am looking for a way to have a ticket created directly from > my > own web based form. With other ticketing solutions, I have had to post > the > form to an email, which was them imported as a ticket. The problem with > that has been getting the proper email address for the customer into the > ticket. Other solutions seem to take mail headers other than the "From:" > header as the email address, and they automatically set statuses and such. > I am looking for a way of getting more control over that process. I want > to > determine status by a subject selected by the customer, set priority by > information entered into the form, etc. > > So, bottom line, is there any kind of API for creating a ticket from > another > form external to the OTRS system? Or even an architecture document for > how > a ticket is created (short of browsing the code, I am not so hot on perl, > and frankly there is not time in the budget to figure out all of those > details.) > > If someone could point me in the direction, I am sure that this is > something > that has at least been discussed before.. :) > > TIA! > > -- > Cheers > > Mike Morton > > > * > * Tel: 905-465-1263 > * Email: [EMAIL PROTECTED] > * > > > > > ___ > 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 > Support orr consulting for your OTRS system? > => http://www.otrs.com/ > ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Re: Ticket view - Flat rather than threade
Hi, Thanks for the reply, and the agent parameter. I will go searching for the javascript on the printer page and get rid of it as well. Is there a corresponding parameter for the customer side of things so that all the ticket info is on one page? regards Des Quinn "Alexander Scholler" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] > Hi, > > Des Quinn schrieb: >> Hi, >> >> In 1.3 when I was viewing tickets in the Agent view all the responses >> were in a Flat view as opposed to the Threaded view that you get with v2. >> Is there a parameter that can be changed so that I can have this >> behaviour again. When I zoom in on a ticket I want to be able to read all >> the content on that ticket in one long page rather than clicking on all >> the entries. I > > Ticket::Frontend::ZoomExpand > >> know I cant get the print layout but it keeps asking me for a printer to >> print to :( > > I searched for the Javascript-print-command and disabled it within the > sourcecode. The feature of disabling the print dialog via sysconfig would > be nice for further versions of OTRS. > >> >> appreciate any help >> >> >> Regards >> >> Des Quinn >> Equinox Consulting >> www.equinox-consulting.co.uk > > Bye, Alex > ___ > 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 > Support orr consulting for your OTRS system? > => http://www.otrs.com/ > ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Ticket view - Flat rather than threade
Hi, In 1.3 when I was viewing tickets in the Agent view all the responses were in a Flat view as opposed to the Threaded view that you get with v2. Is there a parameter that can be changed so that I can have this behaviour again. When I zoom in on a ticket I want to be able to read all the content on that ticket in one long page rather than clicking on all the entries. I know I cant get the print layout but it keeps asking me for a printer to print to :( appreciate any help Regards Des Quinn Equinox Consulting www.equinox-consulting.co.uk ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Stopping certain email notifications being sent out to clients
Hi, I have created a separate closed state that signifies that a call has been closed but has not been billed for. When a call is put in this state all I have to do is run a search filter on the state and I get a list of what calls I have to bill clients for. The downside of this is that the client gets two closed email notifications i.e. one for my closed not billed state and one for closed successful. I would prefer that the client would receive one email notification on either of states. Is this possible or is there a better way of accomplishing what I am after. OTRS version is 1.31 on RH based distro TIA ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] I want to add some new internal note types
Hi,
I previously responded to the original article but there was no reply and
becaus eth original post was so old I thought it might be worthwhile posting
this on its own.
I saw this old article and thought it might allow me to do what I want. I
want to be able to have a separate note type to keep track of any costs e.g.
hardware associated with a call. I am concerned by the warning given below:
> Take care that note-type means not ticket state. If you still want to use
> more note types, follow this steps:
what does this mean?
What defines whether the newly created note is viewable to customers or not?
Will the new note type have a different color associated with it?
TIA
"Martin Edenhofer" <[EMAIL PROTECTED]> wrote in message
news:[EMAIL PROTECTED]
> Hi Matthias,
>
> On Wed, Sep 17, 2003 at 11:50:54AM +0200, Matthias Wegner wrote:
>> I would like to add some new Internal Note Type "Wartung".
>> I added the new type to the "Article_type" table.
>> But, as i understand it, i have to modify the "Default.pm" script.
>> This is what i did:
>>
>> $Self->{DefaultNoteTypes} = {
>> 'note-internal' => 1,
>> 'note-external' => 2,
>> 'note-report' => 3,
>> 'Wartung' => 4,
>> };
>>
>> But even after this modification the drop Down Box of the "note"
>> Form only lists "note-internal".
>> What else is necessary ?
>
> Take care that note-type means not ticket state. If you still want to use
> more note types, follow this steps:
>
> - insert new article type to article_type table:
> mysql> INSERT INTO article_type
> mysql> (name, valid_id, create_by, create_time, change_by, change_time)
> mysql> VALUES
> mysql> ('note-wartung', 1, 1, current_timestamp, 1, current_timestamp);
>
> - add the following config options to your Kernel/Config.pm
>
>$Self->{DefaultNoteTypes} = {
>'note-internal' => 1,
>'note-external' => 1,
>'note-report' => 1,
>'note-wartung' => 1,
>};
>
> Restart your webserver (if you use mod_perl) and you will have your new
> note types.
>
> PS: Like Robert wrote, don't edit Kernel/Config/Defaults.pm, see also
> http://doc.otrs.org/1.1/html/configfile.html
>
>> Matthias Wegner
>
> Martin
>
> --
> Martin Edenhofer - - http://martin.edenhofer.de/
> --
> "The number of Unix installations has grown to 10, with more expected."
> The Unix Programmer's Manual, 2nd Edition, June 1972
>
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[otrs] Re: How can I add some new internal Note Types
Hi,
I saw this old article and thought it might allow me to do what I want. I
want to be able to have a separate note type to keep track of any costs e.g.
hardware associated with a call. I am concerned by the warning given below:
> Take care that note-type means not ticket state. If you still want to use
> more note types, follow this steps:
what does this mean?
What defines whether the newly created note is viewable to customers or not?
Will the new note type have a different color associated with it?
TIA
"Martin Edenhofer" <[EMAIL PROTECTED]> wrote in message
news:[EMAIL PROTECTED]
> Hi Matthias,
>
> On Wed, Sep 17, 2003 at 11:50:54AM +0200, Matthias Wegner wrote:
>> I would like to add some new Internal Note Type "Wartung".
>> I added the new type to the "Article_type" table.
>> But, as i understand it, i have to modify the "Default.pm" script.
>> This is what i did:
>>
>> $Self->{DefaultNoteTypes} = {
>> 'note-internal' => 1,
>> 'note-external' => 2,
>> 'note-report' => 3,
>> 'Wartung' => 4,
>> };
>>
>> But even after this modification the drop Down Box of the "note"
>> Form only lists "note-internal".
>> What else is necessary ?
>
> Take care that note-type means not ticket state. If you still want to use
> more note types, follow this steps:
>
> - insert new article type to article_type table:
> mysql> INSERT INTO article_type
> mysql> (name, valid_id, create_by, create_time, change_by, change_time)
> mysql> VALUES
> mysql> ('note-wartung', 1, 1, current_timestamp, 1, current_timestamp);
>
> - add the following config options to your Kernel/Config.pm
>
>$Self->{DefaultNoteTypes} = {
>'note-internal' => 1,
>'note-external' => 1,
>'note-report' => 1,
>'note-wartung' => 1,
>};
>
> Restart your webserver (if you use mod_perl) and you will have your new
> note types.
>
> PS: Like Robert wrote, don't edit Kernel/Config/Defaults.pm, see also
> http://doc.otrs.org/1.1/html/configfile.html
>
>> Matthias Wegner
>
> Martin
>
> --
> Martin Edenhofer - - http://martin.edenhofer.de/
> --
> "The number of Unix installations has grown to 10, with more expected."
> The Unix Programmer's Manual, 2nd Edition, June 1972
>
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>
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[otrs] Re: Report generator for OTRS?
crystal reports can do this for you but you would still have to make up the reports. Also it is not open source software but it is fairly wasy to use. regards "ranjinder nijjar" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] > Funny enough I'm looking for the exact same thing, please mail me when you > have found out how to do this, and i will do the same for you > > Cheers > > Ranjinder Nijjar (IT Technician) > >>From: "Braun Brelin" <[EMAIL PROTECTED]> >>Reply-To: "User questions and discussions about OTRS.org" >>To: otrs@otrs.org >>Subject: [otrs] Report generator for OTRS? Date: Mon, 27 Jun 2005 15:57:01 >>+0100 (BST) >> >>Hello, >> >>I'm looking for a good reporting tool for OTRS. Basically, I'd like to >>take ticket data from the otrs MYSQL database and present nice reports >>and/or graphs. >> >>Any ideas? >> >>Thanks, >> >>Braun Brelin >> >>___ >>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 >>Support oder Consulting für Ihr OTRS System? >>=> http://www.otrs.de/ > > > ___ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: Re: Re: Upgraded system and now OTRS causes a segfaultinapache
Hi Christian, Thanks for helping me out, disabling mod_perl sorted it. The question is what can I do to troubleshoot this further and get mod_perl working again. I have mod_perl-1.99_12-2.1 installed but to be honest I have no idea what to do next. Any pointers to other information sources would be appreceiated regards "Christian Schoepplein" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Des, maybe there is a problem with mod_perl after the upgrade. Would you try OTRS without mod_perl please? Best regards, Christian On Fri, Jun 17, 2005 at 10:09:47AM +0100, Des Quinn wrote: >Hi and thanks for the reply. > >I did not upgrade from 1.2 to 1.3.1, as the upgrade I performed was on the >linux box. The otrs version stayed at 1.3.1 while apache, perl, and mysqls >version changed. The current windows vmware session has otrs 1.2.4 on it at >present but is pointing at a 1.3.1 database on the "broken" linux machine. > >regards > >"Graham T. Smith" <[EMAIL PROTECTED]> wrote in message >news:[EMAIL PROTECTED] >> Did you follow the procedure provided in the UPGRADING document found in >> the otrs directory, when you initially upgraded from 1.2 to 1.3? >> >> On Fri, 2005-06-17 at 01:33 +0100, Des Quinn wrote: >>> Well I have made some progress albeit is a parralell direction :) I have >>> installed the windows version of otrs installer onto a vmware XP >>> session. >>> I >>> have then pointed this at the OTRS database on the linux machine. And it >>> works with me being able to view all the tickets. >>> >>> Now I have not done too much testing yet but I am wondering if a otrs >>> 1.24 >>> install pointing at a otrs 1.31 database is going to end in some >>> trouble. >>> However thats not a major issue as I will be using this as a read only >>> system to look at past info until I get it working properley on the >>> Linux >>> box >>> >>> so does this give any more clues into my problem .? >>> >>> >>> "Des Quinn" <> wrote in message news:[EMAIL PROTECTED] >>> > Hi, >>> > >>> > I was using a RH9 based distribution with Apache 2 (httpd-2.0.40-24) >>> > and >>> > mysql 3 (mysql-3.23.58-1.9) but decided to upgrade to the latest >>> > version >>> > of the distribution which is based on Fedora Core 2 (kernel 2.6.9.10). >>> > This uses apache 2 (httpd-2.0.51-3.0.cc) and mysql 4 >>> > (mysql-server-4.1.8-1.cc). Old perl version was 5.8 and new perl >>> > version >>> > is 5.8.3 and is located in /usr/bin/perl. Otrs version is 1.31 at the >>> > moment but I do not want to upgrade to 1.32 unless that is going to >>> > make >>> > sense in my current situation. >>> > >>> > This is th eonly web based application on the box that has failed to >>> > work >>> > after the upgrade. I have other php based web applications that can >>> > access >>> > the database without issue, and the websites located on the box are >>> > not >>> > showing any issues. It is only OTRS that seems to have an issue that >>> > results in an apache child process seg faulting. >>> > >>> > This occurs when I try to access the logon page, either customer or >>> > agent >>> > and sometimes I dont even get the logon page displaying. When I start >>> > the >>> > otrs service its checks complete ok although I did have to set >>> > OTRS_DB_RUNNING=0 in /etc/sysconfig/otrs. The log shows the connection >>> > being authorised when I enter my details into the logon fields but >>> > then >>> > it >>> > just goes to a 404 page. Setting apaches log level to debug does not >>> > seem >>> > to produce any more information. >>> > >>> > Having looked through this thread "Segmentation fault (Apache 1.3 & 2) >>> > when trying to login to OTRS" on the mailing list which appears to be >>> > very >>> > similar, but I dont get any further by following its suggestions. I do >>> > not >>> > get any error message when starting via apachectl. Perl:DBI is >>> > perl-DBI-1.40-4. >>> > >>> > Can anyone give me a direction to follow as I am at a loss. >>> > >>> > regards >>> > >>> > Des Quinn >>> > >>&g
[otrs] Re: Re: Re: Upgraded system and now OTRS causes a segfaultinapache
Hi, some points inline "Graham T. Smith" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] > Some points of clarification. > > You seem to be suggesting that you have a 1.3.1 otrs database backending > for a 1.2.4 otrs system. As the database schema is different between > 1.2.x and 1.3.x would suspect that this could cause a few problems. If > on the otherhand you have a unupgraded 1.2.x database being accessed by > a 1.3.x otrs setup the 1.3.x setup will tend fall apart. Both 1.2.4 and > 1.3.1 accessing the same dataset sounds like one of those interesting > experiences :-) I have 1 Linux server and an XP vmware session. The Linux box has 1.31 (always has) and the XP box has 1.24. In order to get access to the tickets for billing purposes :) and troubleshooting I have pointed the XP install at the Linux database. > The problems you are reporting seems to be consistent with a 1.2.x > database being used with 1.3.x (at least in my experience), it is > possible that the database itself was not upgraded when you upgraded to > the new distro if you were originally running 1.2.x. You do not report > what version of otrs was installed before you upgraded the distro. I have no functionality at the moment with otrs running on the linux box but will check the mod_perl suggestion above. OTRS was the same version before the upgrade to the linux box, and otrs has not been upgraded. So there is the possibility of corrupting the database if I work on it thru the XP otrs install but thats not an issue as I dont want to add any info to it at the moment, thanks for the help so far. > > > On Fri, 2005-06-17 at 10:09 +0100, Des Quinn wrote: >> Hi and thanks for the reply. >> >> I did not upgrade from 1.2 to 1.3.1, as the upgrade I performed was on >> the >> linux box. The otrs version stayed at 1.3.1 while apache, perl, and >> mysqls >> version changed. The current windows vmware session has otrs 1.2.4 on it >> at >> present but is pointing at a 1.3.1 database on the "broken" linux >> machine. >> ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: Re: Upgraded system and now OTRS causes a segfault inapache
Hi and thanks for the reply. I did not upgrade from 1.2 to 1.3.1, as the upgrade I performed was on the linux box. The otrs version stayed at 1.3.1 while apache, perl, and mysqls version changed. The current windows vmware session has otrs 1.2.4 on it at present but is pointing at a 1.3.1 database on the "broken" linux machine. regards "Graham T. Smith" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] > Did you follow the procedure provided in the UPGRADING document found in > the otrs directory, when you initially upgraded from 1.2 to 1.3? > > On Fri, 2005-06-17 at 01:33 +0100, Des Quinn wrote: >> Well I have made some progress albeit is a parralell direction :) I have >> installed the windows version of otrs installer onto a vmware XP session. >> I >> have then pointed this at the OTRS database on the linux machine. And it >> works with me being able to view all the tickets. >> >> Now I have not done too much testing yet but I am wondering if a otrs >> 1.24 >> install pointing at a otrs 1.31 database is going to end in some trouble. >> However thats not a major issue as I will be using this as a read only >> system to look at past info until I get it working properley on the Linux >> box >> >> so does this give any more clues into my problem .? >> >> >> "Des Quinn" <> wrote in message news:[EMAIL PROTECTED] >> > Hi, >> > >> > I was using a RH9 based distribution with Apache 2 (httpd-2.0.40-24) >> > and >> > mysql 3 (mysql-3.23.58-1.9) but decided to upgrade to the latest >> > version >> > of the distribution which is based on Fedora Core 2 (kernel 2.6.9.10). >> > This uses apache 2 (httpd-2.0.51-3.0.cc) and mysql 4 >> > (mysql-server-4.1.8-1.cc). Old perl version was 5.8 and new perl >> > version >> > is 5.8.3 and is located in /usr/bin/perl. Otrs version is 1.31 at the >> > moment but I do not want to upgrade to 1.32 unless that is going to >> > make >> > sense in my current situation. >> > >> > This is th eonly web based application on the box that has failed to >> > work >> > after the upgrade. I have other php based web applications that can >> > access >> > the database without issue, and the websites located on the box are not >> > showing any issues. It is only OTRS that seems to have an issue that >> > results in an apache child process seg faulting. >> > >> > This occurs when I try to access the logon page, either customer or >> > agent >> > and sometimes I dont even get the logon page displaying. When I start >> > the >> > otrs service its checks complete ok although I did have to set >> > OTRS_DB_RUNNING=0 in /etc/sysconfig/otrs. The log shows the connection >> > being authorised when I enter my details into the logon fields but then >> > it >> > just goes to a 404 page. Setting apaches log level to debug does not >> > seem >> > to produce any more information. >> > >> > Having looked through this thread "Segmentation fault (Apache 1.3 & 2) >> > when trying to login to OTRS" on the mailing list which appears to be >> > very >> > similar, but I dont get any further by following its suggestions. I do >> > not >> > get any error message when starting via apachectl. Perl:DBI is >> > perl-DBI-1.40-4. >> > >> > Can anyone give me a direction to follow as I am at a loss. >> > >> > regards >> > >> > Des Quinn >> > >> > >> > >> > >> > >> > ___ >> > 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 >> > Support oder Consulting fr Ihr OTRS System? >> > => http://www.otrs.de/ >> > >> >> >> >> ___ >> 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 >> Support oder Consulting fr Ihr OTRS System? >> => http://www.otrs.de/ >> > > ___ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: Upgraded system and now OTRS causes a segfault in apache
Well I have made some progress albeit is a parralell direction :) I have installed the windows version of otrs installer onto a vmware XP session. I have then pointed this at the OTRS database on the linux machine. And it works with me being able to view all the tickets. Now I have not done too much testing yet but I am wondering if a otrs 1.24 install pointing at a otrs 1.31 database is going to end in some trouble. However thats not a major issue as I will be using this as a read only system to look at past info until I get it working properley on the Linux box so does this give any more clues into my problem .? "Des Quinn" <> wrote in message news:[EMAIL PROTECTED] > Hi, > > I was using a RH9 based distribution with Apache 2 (httpd-2.0.40-24) and > mysql 3 (mysql-3.23.58-1.9) but decided to upgrade to the latest version > of the distribution which is based on Fedora Core 2 (kernel 2.6.9.10). > This uses apache 2 (httpd-2.0.51-3.0.cc) and mysql 4 > (mysql-server-4.1.8-1.cc). Old perl version was 5.8 and new perl version > is 5.8.3 and is located in /usr/bin/perl. Otrs version is 1.31 at the > moment but I do not want to upgrade to 1.32 unless that is going to make > sense in my current situation. > > This is th eonly web based application on the box that has failed to work > after the upgrade. I have other php based web applications that can access > the database without issue, and the websites located on the box are not > showing any issues. It is only OTRS that seems to have an issue that > results in an apache child process seg faulting. > > This occurs when I try to access the logon page, either customer or agent > and sometimes I dont even get the logon page displaying. When I start the > otrs service its checks complete ok although I did have to set > OTRS_DB_RUNNING=0 in /etc/sysconfig/otrs. The log shows the connection > being authorised when I enter my details into the logon fields but then it > just goes to a 404 page. Setting apaches log level to debug does not seem > to produce any more information. > > Having looked through this thread "Segmentation fault (Apache 1.3 & 2) > when trying to login to OTRS" on the mailing list which appears to be very > similar, but I dont get any further by following its suggestions. I do not > get any error message when starting via apachectl. Perl:DBI is > perl-DBI-1.40-4. > > Can anyone give me a direction to follow as I am at a loss. > > regards > > Des Quinn > > > > > > ___ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: Upgraded system and now OTRS causes a segfault in apache
Hi, I was wondering if anyone had any ideas on this or is there any more information that I can provide that might help? regards "Des Quinn" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] > Hi, > > I was using a RH9 based distribution with Apache 2 (httpd-2.0.40-24) and > mysql 3 (mysql-3.23.58-1.9) but decided to upgrade to the latest version > of the distribution which is based on Fedora Core 2 (kernel 2.6.9.10). > This uses apache 2 (httpd-2.0.51-3.0.cc) and mysql 4 > (mysql-server-4.1.8-1.cc). Old perl version was 5.8 and new perl version > is 5.8.3 and is located in /usr/bin/perl. Otrs version is 1.31 at the > moment but I do not want to upgrade to 1.32 unless that is going to make > sense in my current situation. > > This is th eonly web based application on the box that has failed to work > after the upgrade. I have other php based web applications that can access > the database without issue, and the websites located on the box are not > showing any issues. It is only OTRS that seems to have an issue that > results in an apache child process seg faulting. > > This occurs when I try to access the logon page, either customer or agent > and sometimes I dont even get the logon page displaying. When I start the > otrs service its checks complete ok although I did have to set > OTRS_DB_RUNNING=0 in /etc/sysconfig/otrs. The log shows the connection > being authorised when I enter my details into the logon fields but then it > just goes to a 404 page. Setting apaches log level to debug does not seem > to produce any more information. > > Having looked through this thread "Segmentation fault (Apache 1.3 & 2) > when trying to login to OTRS" on the mailing list which appears to be very > similar, but I dont get any further by following its suggestions. I do not > get any error message when starting via apachectl. Perl:DBI is > perl-DBI-1.40-4. > > Can anyone give me a direction to follow as I am at a loss. > > regards > > Des Quinn > > > > > > ___ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Upgraded system and now OTRS causes a segfault in apache
Hi, I was using a RH9 based distribution with Apache 2 (httpd-2.0.40-24) and mysql 3 (mysql-3.23.58-1.9) but decided to upgrade to the latest version of the distribution which is based on Fedora Core 2 (kernel 2.6.9.10). This uses apache 2 (httpd-2.0.51-3.0.cc) and mysql 4 (mysql-server-4.1.8-1.cc). Old perl version was 5.8 and new perl version is 5.8.3 and is located in /usr/bin/perl. Otrs version is 1.31 at the moment but I do not want to upgrade to 1.32 unless that is going to make sense in my current situation. This is th eonly web based application on the box that has failed to work after the upgrade. I have other php based web applications that can access the database without issue, and the websites located on the box are not showing any issues. It is only OTRS that seems to have an issue that results in an apache child process seg faulting. This occurs when I try to access the logon page, either customer or agent and sometimes I dont even get the logon page displaying. When I start the otrs service its checks complete ok although I did have to set OTRS_DB_RUNNING=0 in /etc/sysconfig/otrs. The log shows the connection being authorised when I enter my details into the logon fields but then it just goes to a 404 page. Setting apaches log level to debug does not seem to produce any more information. Having looked through this thread "Segmentation fault (Apache 1.3 & 2) when trying to login to OTRS" on the mailing list which appears to be very similar, but I dont get any further by following its suggestions. I do not get any error message when starting via apachectl. Perl:DBI is perl-DBI-1.40-4. Can anyone give me a direction to follow as I am at a loss. regards Des Quinn ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] "Need ID or Name!" error in system log
Hi, I have the errors below appearing in my system log and windering if anyone can provide some info. I saw a post earlier on the mailing list but there was no solution attached to it. This seems to be related to new customer tickets that I am creating for a client. No notifications appear to be sending out to the client either, but they are being sent to other clients. I do not know if the log entries and the lack of notifications are related. Any help or pointers to docs would be greatly appreciated. thanks Des Quinn Wed Jan 12 00:31:41 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:31:36 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:22:55 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:22:51 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:18:44 2005 error OTRS-CGI-1 Need ID or Name! Wed Jan 12 00:18:40 2005 error OTRS-CGI-1 Need ID or Name! Tue Jan 11 23:24:20 2005 error OTRS-CGI-1 Need ID or Name! Tue Jan 11 23:24:15 2005 error OTRS-CGI-1 Need ID or Name! Tue Jan 11 23:24:10 2005 error OTRS-CGI-1 Need ID or Name! OTRS 1.3.1 Red hat based Distro Apache/2.0.40 MySql: 3.23.58 ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: Editing a ticket
add also if you enable it you have note-external which adds a note that the customer can see but no notification is sent to the customer. there is also note-report but I am unser what that type is for "Tyler Hepworth" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] >> How can a ticket that has already been created be edited? I know how to >> do >> it from the customer view, but not the agent view? > > It is not possible to edit already existing posts (either as customer > or agent). You can only add new posts to an existing ticket. This is > to ensure ticket integrity. You wouldn't want someone altering > material facts to make something look better or worse, would you? > > You add additional posts to a ticket, zoom in on the ticket you are > interested in and then you can either post a "note", "compose answer", > or "contact customer". Note is located in the links above the thread > history of the ticket. Compose and contact are located on the bottom > right hand side of the ticket. > > Note leaves an internal note that the customer will never see in the > cpanel. > Compose sends an email to the customer with the contents of what you type. > Contact records your thoughts as publicly viewable in the cpanel but > does not send an email. > > Hth, > > Tyler Hepworth > ___ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: presorting via Config.pm
Hi,
would it not be better to install something like Spamassassin that
automatically tags the subject line (or headers etc) and then filter on that
one thing rather than setting up a rule for all possible spam messages.
your spam tagging/sorting/filtering would be more effective if done at the
email server rather than at OTRS. Their are plenty of techniques and tools
out there just to do this.
if you have no control over your mail server then you can always run
spamassassin from procmail or a script.
hope that helps
"Strange, PJ (Philippa) " <[EMAIL PROTECTED]> wrote in message
news:[EMAIL PROTECTED]
> Hi
>
> I am trying to presort tickets coming into OTRS, usually spam. The
> following is an example of what I currently have but it's not working.
>
> $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = {
>Module => 'Kernel::System::PostMaster::Filter::Match',
>Match => {
>Subject => '^Buy cheap Viagra.*$',
>},
>Set => {
>'X-OTRS-Queue' => 'JISCmail Helpline::spam',
>},
>};
>
> $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = {
>Module => 'Kernel::System::PostMaster::Filter::Match',
>Match => {
>From => '[EMAIL PROTECTED]' ,
>},
>Set => {
>'X-OTRS-Queue' => 'JISCmail Helpline::spam',
>},
>};
>
> Is there anything wrong with the above or is there something else I have
> to
> do too?
>
> I am running on LINUX and apache,
>
> Thanks
>
> Philippa Strange
>
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[otrs] Re: changing customer id loses customers tickets
thanks. thats what I thought, just did want to go forward on the assumption that it only had to be changed in one other table if I decide that I want different customer ids. as a feature request it would be good to have a customer id asa numerical value with a separate table presenting a user friendly value. Then agents would know easily tht customer id 1 = company 1 and customer id 2 = company 2. just some thoughts "Tyler Hepworth" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] > On Sun, 3 Oct 2004 12:59:01 +0100, Des Quinn > <[EMAIL PROTECTED]> wrote: >> Hi, >> >> Is it intentional that if you have an existing user with tickets that if >> you >> change the cstomer id that they appear to have no tickets associated with >> them the next time they log in. > > Yes, this will happen If you change the customers id in the database > where customer id is drawn from (because all tickets have a customer > id associated as well to be able to match up customer with ticket). > > Scenario. Customer with id 1 creates a ticket. Ticket also has > customer id value of 1. > > Customer > > cust id = 1 >A Match! > Ticket > > cust id = 1 > > If you change the Customer's cust id to 2, then you have: > > Customer > > cust id = 2 >No Match! > Ticket > --- > cust id = 1 > >> >> if you change the customer id back to its original value then the tickets >> reappear. I am guessing that this is relating to the customer_id value in >> the ticket table. > > Yep, exactly. See above. > >> >> If I wish to change the customer ids in use can I just ho thru the ticket >> table and change the customer_id to the new values and the tickets should >> retain their association with the user? > > Exactly. If you change the customer's id, you also have to change the > cust id of all the tickets. > > > Hth, > > Tyler Hepworth > ___ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] changing customer id loses customers tickets
Hi, Is it intentional that if you have an existing user with tickets that if you change the cstomer id that they appear to have no tickets associated with them the next time they log in. if you change the customer id back to its original value then the tickets reappear. I am guessing that this is relating to the customer_id value in the ticket table. If I wish to change the customer ids in use can I just ho thru the ticket table and change the customer_id to the new values and the tickets should retain their association with the user? Now going back to read the docs again :) thanks ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: Re: Authorisation on the Creation of a new customer user
Hi,
thanks for the pointers. I had a look at the dev stuff but nothing jumped
out at me for my particular problem so I went down the route of adding
another email address to the notification email.
for future reference if anyone has the same requirement I have modified the
default customer.pl like this:
===
else {
if ($CommonObject{UserObject}->CustomerUserAdd(
%GetParams,
Comment => "Added via Customer Panel (".
$CommonObject{TimeObject}->SystemTime2TimeStamp($CommonObject{TimeObject}->SystemTime()).")",
modified this from 1 to 2
ValidID => 2,
UserID =>
$CommonObject{ConfigObject}->Get('CustomerPanelUserID'),
)) {
# send notify email
my $EmailObject = Kernel::System::Email->new(%CommonObject);
my $Body =
$CommonObject{ConfigObject}->Get('CustomerPanelBodyNewAccount')
|| "No Config Option found!";
my $Subject =
$CommonObject{ConfigObject}->Get('CustomerPanelSubjectNewAccount')
|| 'New OTRS Account!';
foreach (keys %GetParams) {
$Body =~ s//$GetParams{$_}/gi;
}
# send account info
if (!$EmailObject->Send(
To => $GetParams{UserEmail},
Added the following line
Bcc => '[EMAIL PROTECTED]',
Subject => $Subject,
Charset => 'iso-8859-15',
Type => 'text/plain',
Body => $Body)) {
print $CommonObject{LayoutObject}->CustomerHeader(Area =>
'Core', Title => 'Error');
print $CommonObject{LayoutObject}->CustomerWarning(
Comment => 'Can\' send account info!'
);
print $CommonObject{LayoutObject}->CustomerFooter();
}
===
the email address above could be routed to a queue as well so that tickets
are raised. I might do that next.
thanks again for your help.
Des
"Martin Edenhofer" <[EMAIL PROTECTED]> wrote in message
news:[EMAIL PROTECTED]
> Hi Des,
>
> Des Quinn wrote:
>> thank you for that. I wll have a go at that. It should fit my needs :) Is
>> it possible for a specific agent, or all agents to be notified when a new
>> customer account is created.
>>
>> I can make it a procedural thing to check for new accounts on a regular
>> basis but it would be nice if it was possible to get some notification
>> when new customer accounts were created.
>
> If this case you alos need to add a own notification to the customer.pl,
> or maybe create new tickets via Kernel::System::Ticket to inform your
> agents about new customers.
>
> See: http://dev.otrs.org/ or contact ((otrs.de)) for business support. .-)
>
>> Des
>
> -Martin
> ___
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> => http://www.otrs.de/
>
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[otrs] Authorisation on the Creation of a new customer user
Hi, I have had a look at the mailing list archive and could not see anything that addresses my issue. However I could have missed it. What I am looking for is a way for a way to do one of the two followwing things: A) When a Customer creates a new account through the cusomer.pl screen they are then required to have their account activated by an agent. Even if this is through direct manipulation of the sql table it would be ok. Perhaps this would be possible if the default status of "valid" setting was set to invalid? On this same note what is the meaning of the invalid-temporarily setting? B) Have a separate New Customer registration page that allows them to input their details. I prefer Option A but would be happy with this as an alternative where the page is then given a semi obsure url separate from the login page. I had a look thru the code but perl is not one of my strengths. I have managed to adjust the DTL to my requirements but this is one of the changes I need to have sorted prior to letting clients access it. At the moment I have the new customer section of the customer login page commented out to prevent new unauthorised registrations. I appreciate any help or links that might enable me to solve this. Thanks Des Quinn ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
