[otrs] Moving the MySQL database
Hi, Can somebody please point me towards the steps for moving the MySQL database to another drive on the same machine? Thanks Kind Regards, Emily- 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] Moving the MySQL database
Thanks Oliver, that worked perfect. Kind Regards, Emily Flynn From: Oliver Methfessel [MC] li...@methfessel-computers.de To: User questions and discussions about OTRS. otrs@otrs.org Date: 31/08/2010 11:51 Subject: Re: [otrs] Moving the MySQL database Sent by: otrs-boun...@otrs.org Am 31.08.2010 12:33, schrieb Emily Flynn: Can somebody please point me towards the steps for moving the MySQL database to another drive on the same machine? Hi, you need to stop the mysql dämon, move the files to the new location and set the new value in the my.cnf. You can only move all mysql data files together. -- Mit freundlichen Grüßen Oliver Methfessel Methfessel Computers Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden Kundenbüro: Kloppenheimer Weg 11, 65191 Wiesbaden Geschäftsführender Inhaber: Oliver Methfessel http://www.methfessel-computers.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 - 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] Article table error during MySQL restore
Hi, I am trying to do a database restore from an OTRS server v 2.4.4 to v 2.4.7, but I keep on getting the following error: Error while executing this query:INSERT INTO `article_plain` (`id`,`article_id`,`body`,`create_time`,`create_by`,`change_time`,`change_by`) VALUES Is there something I need to do with the newer database before attempting restore..? Thanks again Kind Regards, Emily Flynn - 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] Dual word searches
Thanks for the suggestion Mick, didn't work though :( Tried [Tom + Jerry] , [Tom+Jerry] , Tom+Jerry What version of OTRS are you running? From: Mick Robinson mick.robin...@yrclogistics.co.uk To: 'OTRS mailing list' otrs@otrs.org Date: 17/10/2009 08:39 Subject: Re: [otrs] Dual word searches Sent by: otrs-boun...@otrs.org Try using a + [Tom + Jerry] Works on mine Mick From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Emily Flynn Sent: 12 October 2009 15:37 To: OTRS mailing list Subject: [otrs] Dual word searches Hi, Just sending this on again, no response to initial mail. Does anyone know how I can implement dual word searches within FAQ search? Say for instance, someone wants to search for phone list, and I have the words phone and list as the keywords of the article, the article will come up when either the words phone or list are used in the search, but not at the same time... so how can I implement dual word searches? Putting inverted commas around the two words doesn't work. OTRS - 2.4.4 FAQ - 1.6.4 Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Priority sort
Hi, Does anyone know how to get rid of the sort by priority in queue? I just want to sort tickets in queues by age as priority levels aren't really used at the minute. Thanks Emily- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Dual word searches
Hi, Just sending this on again, no response to initial mail. Does anyone know how I can implement dual word searches within FAQ search? Say for instance, someone wants to search for phone list, and I have the words phone and list as the keywords of the article, the article will come up when either the words phone or list are used in the search, but not at the same time... so how can I implement dual word searches? Putting inverted commas around the two words doesn't work. OTRS - 2.4.4 FAQ - 1.6.4 Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Dual word searches
Hi, Does anyone know how I can implement dual word searches within FAQ search? Say for instance, someone wants to search for phone list, and I have the words phone and list as the keywords of the article, the article will come up when either the words phone or list are used in the search, but not at the same time... so how can I implement dual word searches? Putting inverted commas around the two words doesn't work. OTRS - 2.4.4 FAQ - 1.6.4 Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] FOOTER2 edit
Hello, I'm trying to find in the Standard theme where the following item is... and I can't and I want to edit it!!! Anyone know where I can find it...? !-- start CI layout -- /td /tr tr td class=footerFOOTER/td td class=footerFOOTER2/td /tr /table !-- end CI layout -- It's not in Footer.dtl, or footersmall.dtl, or customerfooter.dtl or any other obvious ones.. it's the only thing I haven't been able to locate! Thanks Emily- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] FOOTER2 edit
Thanks Michiel... I must have looked in CustomerFooter.dtl about 10 times I don't know how I missed it before.??! Thanks again : ) From: Michiel Beijen m...@otrs.org To: User questions and discussions about OTRS. otrs@otrs.org Date: 18/09/2009 12:41 Subject: Re: [otrs] FOOTER2 edit Sent by: otrs-boun...@otrs.org Emily, Just use the grep command on Linux, and you will see: mich...@rainbows:/ws/otrs/Kernel$ grep -r FOOTER * Output/HTML/Standard/CustomerFooter.dtl:td class=footerFOOTER/td Output/HTML/Standard/CustomerFooter.dtl:td class=footerFOOTER2/td alternatively, if you use Windows, you can use a text editor like Notepad++ which has a 'search in files' option that can come in handy. [ http://notepad-plus.sourceforge.net/uk/site.htm] -- Michiel On Fri, Sep 18, 2009 at 1:02 PM, Emily Flynn emily.fl...@zurichbank.com wrote: Hello, I'm trying to find in the Standard theme where the following item is... and I can't and I want to edit it!!! Anyone know where I can find it...? !-- start CI layout -- /td /tr tr td class=footerFOOTER/td td class=footerFOOTER2/td /tr /table !-- end CI layout -- It's not in Footer.dtl, or footersmall.dtl, or customerfooter.dtl or any other obvious ones.. it's the only thing I haven't been able to locate! Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Fw: perl migration script help
Many thanks for your help Rory... silly I should have thought of trying that. Got it working using command line anyways, thanks again! From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 18:59 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org MySQL thinks the DBUpdate-to-2.4.pl is an sql file and is trying to run it as such. Its not qsl rho so that's why you're getting the error in you SQL syntax response. You need to run the file from the command line. Try this, perl DBUpdate-to-2.4.pl You might need to use the full path to the perl.exe if its not in your path. Once that's run log back into your mysql and run the DBUpdate-to-2.4-post.mysql.sql the same as the first .sql script. Hopefully that will get the DB updated for you. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Hiya, Thanks a million for your reply.. I'm still having a problem and I suspect it is to do with something else. Here is what I input into MySQL Query Browser, logged in as root to otrs: use otrs; source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl; and this is what I get no matter what I type in.. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl' at line 1 I have tried a couple of variations on the code but still no luck :( Emily From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 14:45 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org Hi, Yes, $HOME_OTRS should be the full path to the OTRS directory. On my windows machine this is C:\Program Files\OTRS\OTRS You could either use quotation marks around the entire path e.g. source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql; The perl script should run just fine as you have to have a perl interpreter to run otrs in the first place. I'm not sure if it will work on Windows tho as I think the upgrade scripts were written for Linux based machines. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn emily.fl...@zurichbank.com To: otrs@otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-boun...@otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do
[otrs] Fw: perl migration script help
Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn emily.fl...@zurichbank.com To: otrs@otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-boun...@otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQSubaction=PrintCategoryID=5ItemID=351 I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script ( DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance Emily- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ image/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gif- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Fw: perl migration script help
Hiya, Thanks a million for your reply.. I'm still having a problem and I suspect it is to do with something else. Here is what I input into MySQL Query Browser, logged in as root to otrs: use otrs; source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl; and this is what I get no matter what I type in.. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl' at line 1 I have tried a couple of variations on the code but still no luck :( Emily From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 14:45 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org Hi, Yes, $HOME_OTRS should be the full path to the OTRS directory. On my windows machine this is C:\Program Files\OTRS\OTRS You could either use quotation marks around the entire path e.g. source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql; The perl script should run just fine as you have to have a perl interpreter to run otrs in the first place. I'm not sure if it will work on Windows tho as I think the upgrade scripts were written for Linux based machines. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn emily.fl...@zurichbank.com To: otrs@otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-boun...@otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQSubaction=PrintCategoryID=5ItemID=351 I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script (DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance Emily- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription
Re: [otrs] perl migration script help
Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn emily.fl...@zurichbank.com To: otrs@otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-boun...@otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQSubaction=PrintCategoryID=5ItemID=351 I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script ( DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance Emily- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ image/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gif- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] perl migration script help
Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQSubaction=PrintCategoryID=5ItemID=351 I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script ( DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance Emily- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] FAQ pictures taking longer to load for customers
Hi again, I am still having a problem with pictures taking forever to load. I reduced the size of the pictures I have embedded in the article, but size doesn't seem to matter here as none of the pictures are loading across all customer viewable FAQ's for at least 3 or 4 mins.. (it just shows the small broken picture icon) then suddenly all of them are viewable. While waiting for a picture to load, I right-clicked on the broken picture link and it got me to log in as Admin and then I got a download prompt asking me did I want to save or view the file... I could download and view the file ok then. I know there is a bug where if an internal article that contains pictures is converted to an external (public) one, the pictures are not viewable... I think I probably changed a few from internal to external (customer), but at least one or two were always external (customer), and their pictures are taking ages to load. Logged on as an Admin I have no problems at all... all pictures are instantly viewable. Strange. Suggestions very welcome! I'm getting lots of bad votes in the FAQ's due to non-existent pics! :( Thanks Emily Emily Flynn emily.fl...@zurichbank.com Sent by: otrs-boun...@otrs.org 05/08/2009 16:16 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] FAQ pictures taking longer to load for customers Hi, Thanks for your reply. I will try a reduction in image size, but I am based in the same office as the OTRS server and I am logging on as both Admin and Customer on the same pc and I experience the delay. I'll see how the size reduction goes anyways, Thanks Emily Rory rcler...@gmail.com Sent by: otrs-boun...@otrs.org 05/08/2009 16:08 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] FAQ pictures taking longer to load for customers Hi, 350KB is quite big for web based images. That's almost 1MB just for your images. If the customers are coming in over a WAN this could be effecting things. You could firstly try to reduce them by saving them with either jpeg or png compression. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/5 Emily Flynn emily.fl...@zurichbank.com: (OTRS version 2.3.4, FAQ version 1.5.4) Hi all, I created an article in our FAQ that makes use of three GIF's embedded using the WYSIWYG editor, the Gif's are roughly 350KB each. The article was external (customer) from the start. When I browse to the FAQ through the Agent login, the pictures load up fine, but when I browse to the FAQ throught the customer login, the pictures take a minute or two to load. I have Any suggestions on what I could do to resolve this? Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] FAQ pictures taking longer to load for customers
Hi again, I am still having a problem with pictures taking forever to load. I reduced the size of the pictures I have embedded in the article, but size doesn't seem to matter here as none of the pictures are loading across all customer viewable FAQ's for at least 3 or 4 mins.. (it just shows the small broken picture icon) then suddenly all of them are viewable. While waiting for a picture to load, I right-clicked on the broken picture link and it got me to log in as Admin and then I got a download prompt asking me did I want to save or view the file... I could download and view the file ok then. I know there is a bug where if an internal article that contains pictures is converted to an external (public) one, the pictures are not viewable... I think I probably changed a few from internal to external (customer), but at least one or two were always external (customer), and their pictures are taking ages to load. Logged on as an Admin I have no problems at all... all pictures are instantly viewable. Strange. Suggestions very welcome! I'm getting lots of bad votes in the FAQ's due to non-existent pics! :( Thanks Emily Emily Flynn emily.fl...@zurichbank.com Sent by: otrs-boun...@otrs.org 05/08/2009 16:16 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] FAQ pictures taking longer to load for customers Hi, Thanks for your reply. I will try a reduction in image size, but I am based in the same office as the OTRS server and I am logging on as both Admin and Customer on the same pc and I experience the delay. I'll see how the size reduction goes anyways, Thanks Emily Rory rcler...@gmail.com Sent by: otrs-boun...@otrs.org 05/08/2009 16:08 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] FAQ pictures taking longer to load for customers Hi, 350KB is quite big for web based images. That's almost 1MB just for your images. If the customers are coming in over a WAN this could be effecting things. You could firstly try to reduce them by saving them with either jpeg or png compression. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/5 Emily Flynn emily.fl...@zurichbank.com: (OTRS version 2.3.4, FAQ version 1.5.4) Hi all, I created an article in our FAQ that makes use of three GIF's embedded using the WYSIWYG editor, the Gif's are roughly 350KB each. The article was external (customer) from the start. When I browse to the FAQ through the Agent login, the pictures load up fine, but when I browse to the FAQ throught the customer login, the pictures take a minute or two to load. I have Any suggestions on what I could do to resolve this? Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] FAQ pictures taking longer to load for customers
(OTRS version 2.3.4, FAQ version 1.5.4) Hi all, I created an article in our FAQ that makes use of three GIF's embedded using the WYSIWYG editor, the Gif's are roughly 350KB each. The article was external (customer) from the start. When I browse to the FAQ through the Agent login, the pictures load up fine, but when I browse to the FAQ throught the customer login, the pictures take a minute or two to load. I have Any suggestions on what I could do to resolve this? Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] FAQ pictures taking longer to load for customers
Hi, Thanks for your reply. I will try a reduction in image size, but I am based in the same office as the OTRS server and I am logging on as both Admin and Customer on the same pc and I experience the delay. I'll see how the size reduction goes anyways, Thanks Emily Rory rcler...@gmail.com Sent by: otrs-boun...@otrs.org 05/08/2009 16:08 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] FAQ pictures taking longer to load for customers Hi, 350KB is quite big for web based images. That's almost 1MB just for your images. If the customers are coming in over a WAN this could be effecting things. You could firstly try to reduce them by saving them with either jpeg or png compression. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/5 Emily Flynn emily.fl...@zurichbank.com: (OTRS version 2.3.4, FAQ version 1.5.4) Hi all, I created an article in our FAQ that makes use of three GIF's embedded using the WYSIWYG editor, the Gif's are roughly 350KB each. The article was external (customer) from the start. When I browse to the FAQ through the Agent login, the pictures load up fine, but when I browse to the FAQ throught the customer login, the pictures take a minute or two to load. I have Any suggestions on what I could do to resolve this? Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Response email address change
Hi, How can I change the email address that the is the default for responses to new tickets? Thanks Kind Regards, Emily Flynn - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Response email address change
Cool thanks, fixed! Kind Regards, Emily Flynn Obee, Daniel o...@myhammer.de Sent by: otrs-boun...@otrs.org 03/07/2009 15:23 Please respond to User questions and discussions about OTRS. otrs@otrs.org To 'User questions and discussions about OTRS.' otrs@otrs.org cc Subject Re: [otrs] Response email address change Create a new system address and change the queue settings accordingly. Cheers Daniel Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Emily Flynn Gesendet: Freitag, 3. Juli 2009 16:11 An: otrs@otrs.org Betreff: [otrs] Response email address change Hi, How can I change the email address that the is the default for responses to new tickets? Thanks Kind Regards, Emily Flynn - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] LDAP update?
Hello, I have our OTRS customers authenticating by LDAP. I changed my WIndows password earlier today, and now I can't log in with either my new or my old. I have restarted OTRS services. Any suggestions on what I should do? Thanks Kind Regards, Emily Flynn - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] LDAP update?
Hi, I can log in okay now, but it did take quite a while for OTRS to resync with LDAP. Is there a way I can increase the frequency at which OTRS syncs to LDAP? Thanks Kind Regards, Emily Flynn Niebling, Frank frank.niebl...@slub-dresden.de Sent by: otrs-boun...@otrs.org 22/06/2009 13:52 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] LDAP update? Hi, Are you the only one who can't log in? In this case there could be a problem with some special characters in your password. Regards, Frank Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Emily Flynn Gesendet: Montag, 22. Juni 2009 13:26 An: otrs@otrs.org Betreff: [otrs] LDAP update? Hello, I have our OTRS customers authenticating by LDAP. I changed my WIndows password earlier today, and now I can't log in with either my new or my old. I have restarted OTRS services. Any suggestions on what I should do? Thanks Kind Regards, Emily Flynn - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Max characters per faq
Hi Michiel, Many thanks for you in-depth reply! It certainly answered my question : ) The reason for the long 'Symptom' is that we are using OTRS FAQ as a knowledgebase, into which I am copying and pasting a lot of text. I am going to try edit the FAQ layout so you can't see the Symptom, Problem and Solution fields as it doesn't really suit the format we would like. Your suggestion of changing the field type to mediumtext worked perfectly thank you very much for that! Kind Regards, Emily Flynn Michiel Beijen mich...@beefreeit.nl Sent by: otrs-boun...@otrs.org 27/05/2009 20:33 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] Max characters per faq Hi Emily, You did not mention what FAQ version and database make/model you are using, but on MySQL the fields are defined as text which makes it not able to hold more than 2^16 characters. It will truncate the string and not tell you. If you'd save the FAQ article and open it, it will 'only' display the first 65000 characters, the rest will be gone... I have inserted some large chunks of Kafka into new FAQ entries on my test environment. The Symptom field is stored in the field called f_field1 on the faq_item table, as is defined in Admin Sysconfig FAQ Core::Item FAQ::Item::Field1. The fields are limited at 65535 characters, to be precise. mysql select length(f_field1) from faq_item; +--+ | length(f_field1) | +--+ | 31 | | 107 | | 168 | |65535 | |65535 | +--+ 5 rows in set (0.00 sec) Then I found this post about the storage capacities of 'text' type fields in mysql: http://simonwillison.net/2002/Aug/1/mysqlTextLimits/ That made me wonder if this is present in more places in OTRS: mysql select table_name, column_name from information_schema.columns where data_type = 'text'; +---+---+ | table_name| column_name | +---+---+ | article | a_from| | article | a_reply_to| | article | a_to | | article | a_cc | | article | a_subject | | article | a_message_id | | article_search| a_from| | article_search| a_to | | article_search| a_cc | | article_search| a_subject | | article_search| a_message_id | | auto_response | text0 | | auto_response | text1 | | auto_response | text2 | | faq_item | f_keywords| | faq_item | f_field1 | | faq_item | f_field2 | | faq_item | f_field3 | | faq_item | f_field4 | | faq_item | f_field5 | | faq_item | f_field6 | | notifications | text | | salutation| text | | sessions | session_value | | signature | text | | standard_response | text | +---+---+ 26 rows in set (0.12 sec) But as you can see only in places where it makes sense (at least to me) the 'text' type is used... except in the faq_item table. Personally, I find symptoms of 65535 bytes a bit long but I think that should be possible. Also I think it the Problem and Solution fields should be able to handle real long amounts of text and AT LEAST the system should complain instead of silently truncating your texts. As a quick hack, you could change the field type in the database to 'mediumtext' type which can keep a maximum of 2^32 characters which is about 4.294.967.296. mysql alter table `faq_item` change `f_field1` `f_field1` MEDIUMTEXT; Query OK, 5 rows affected (0.14 sec) Records: 5 Duplicates: 0 Warnings: 0 You'd probably want to do the same to the fields f_field2 (Problem) and f_field3 (Solution). The field lenghts are defined in the OPML file which is here: ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm - there you see the fields are defined as storing 2 characters, MySQL then creates them with the 'text' datatype. I would like to ask you if you can file this bug in Bugzilla ( http://bugs.otrs.org) so it may be resolved in the next version of the FAQ module. Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, May 27, 2009 at 17:57, Emily Flynn emily.fl...@zurichbank.com wrote: Hi! I am inputting a lot of information into the FAQ module at the minute, but there seems to be a max amount of characters allowed in the Symptoms dialog box.. how can I change this to increase the limit..? I couldn't see anything in the normal sysconfig section. Thanks. Kind Regards, Emily Flynn - OTRS mailing list: otrs - Webpage: http
[otrs] Max characters per faq
Hi! I am inputting a lot of information into the FAQ module at the minute, but there seems to be a max amount of characters allowed in the Symptoms dialog box.. how can I change this to increase the limit..? I couldn't see anything in the normal sysconfig section. Thanks. Kind Regards, Emily Flynn Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1 Tel: 00353 1 4179266 Fax: 00353 1 4179201 Mob: 00353 86 0864194 Email: emily.fl...@zurichbank.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] LDAP authentication not working - Solved
Hi,
By putting the domain name before UserDN, LDAP started working : )
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'MyDomain\
otrsldap';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
Thanks
Emily
- Forwarded by Emily Flynn/ZB/Ireland/Zurich on 24/04/2009 11:25 -
Emily Flynn/ZB/Ireland/Zurich
21/04/2009 20:04
To
otrs@otrs.org
cc
Subject
LDAP authentication not working
Hi,
I can't seem to get LDAP authentication working for customer users.
It is a Windows 2000 domain with 2 domain controllers.
Can anyone see where I might be going wrong...?
Thanks
Emily
# #
# Customer LDAP Authentication #
# #
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'xx.xxx.xx.xx';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=user,ou=dublin,dc=int,dc=domain,dc=com';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
# $Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap';
# $Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
#CustomerUser
#(customer user database backend and settings)
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'xx.xxx.xx.xx',
BaseDN = 'ou=user,ou=dublin,dc=int,dc=domain,dc=com',
SSCOPE = 'sub',
UserDN ='otrsldap',
UserPw = 'password',
},
# customer unique id
CustomerKey = 'sAMAccountName',
# customer #
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
#[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
#[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
#Add the following lines when only users are allowed to login if they
reside in the spicified security group
#Remove these lines if you want to provide login to all users specified in
the User Base DN
#example: $Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU,
dc=example, dc=com';
$Self-{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=OTRS_Users,OU=Security Groups,OU=Dublin,DC=int,DC=domain,DC=com';
$Self-{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'
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[otrs] Hardcode in customer email format.
Hello, Is there a way I can hard code customers email format into the LDAP settings in config.pm? I have OTRS authenticating against Active Directory, but unfortunately we don't have users emails saved in theire AD accounts. Everyone's mail is in the same format of firstname.secondn...@ourcompany.com, so I'm pretty sure I can define this in the config.pm? I am not familiar with editing Perl, but I'm sure I could edit the following line to allow this? [ 'UserEmail', 'Email', 'mail', 1, 0, 'var' ] Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] LDAP authentication not working
Many thanks for that reply Andres, I am running OTRS on a Windows Server 2003 RS2 box, so I don't think open-ldap will work for me? Kind Regards, Emily Flynn Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1 Tel: 00353 1 4179266 Fax: 00353 1 4179201 Email: emily.fl...@zurichbank.com Andres Tarallo atara...@acm.org Sent by: otrs-boun...@otrs.org 21/04/2009 20:15 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] LDAP authentication not working If I were you I will first try to bind to the LDAP servers. Do that from the command line, with the tools of open-ldap. Andrés 2009/4/21 Emily Flynn emily.fl...@zurichbank.com Hi, I can't seem to get LDAP authentication working for customer users. It is a Windows 2000 domain with 2 domain controllers. Can anyone see where I might be going wrong...? Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] LDAP authentication not working
Thanks, it's a Windows 2000 server environment though, which allows
anonymous access doesn't it? That's why I had it blocked out..
Matthew Coulson jmcoul...@gmail.com
Sent by: otrs-boun...@otrs.org
21/04/2009 20:20
Please respond to
User questions and discussions about OTRS. otrs@otrs.org
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cc
Subject
Re: [otrs] LDAP authentication not working
Try uncommenting the lines for the search user:
# $Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap';
# $Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
Should be:
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
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[otrs] LDAP authentication not working
Hi,
I can't seem to get LDAP authentication working for customer users.
It is a Windows 2000 domain with 2 domain controllers.
Can anyone see where I might be going wrong...?
Thanks
Emily
# #
# Customer LDAP Authentication #
# #
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'xx.xxx.xx.xx';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=user,ou=dublin,dc=int,dc=domain,dc=com';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
# $Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap';
# $Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
#CustomerUser
#(customer user database backend and settings)
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'xx.xxx.xx.xx',
BaseDN = 'ou=user,ou=dublin,dc=int,dc=domain,dc=com',
SSCOPE = 'sub',
UserDN ='otrsldap',
UserPw = 'password',
},
# customer unique id
CustomerKey = 'sAMAccountName',
# customer #
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
#[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
#[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
#Add the following lines when only users are allowed to login if they
reside in the spicified security group
#Remove these lines if you want to provide login to all users specified in
the User Base DN
#example: $Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU,
dc=example, dc=com';
$Self-{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=OTRS_Users,OU=Security Groups,OU=Dublin,DC=int,DC=domain,DC=com';
$Self-{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'
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[otrs] SMTP error
Hi, I'm setting up OTRS with a system email account that is a lotus account. I'm quite sure I have the right settings in place in the sendmail module, but when I try to send a mail using the admin notification tool, I keep on getting this error. Does anyone have any suggestions on what I should do? Thanks Emily Error: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug f[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Apr 15 14:24:10 2009 Message: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug for more info! Traceback (3728): Module: Kernel::System::Email::SMTP::Send (v1.21.2.2) Line: 102 Module: Kernel::System::Email::Send (v1.45) Line: 553 Module: Kernel::Modules::AdminEmail::Run (v1.29) Line: 111 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 50 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 - Forwarded by Emily Flynn/ZB/Ireland/Zurich on 15/04/2009 14:21 - Emily Flynn/ZB/Ireland/Zurich 14/04/2009 15:16 To otrs@otrs.org cc Subject Lotus SendmailModule settings Hi, I'm trying to figure out how to configure OTRS with a Lotus mail account - I've set it up before with standard mail (e.g. Outlook), but I'm not sure how to enter Lotus settings.. what format should I enter in the following boxes?: SendmailModule::Host SendmailModule:AuthUser Thanks a million Kind Regards, Emily- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] SMTP error
Well thanks for that... it worked! Kind Regards, Emily Flynn Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1 Tel: 00353 1 4179266 Fax: 00353 1 4179201 Email: emily.fl...@zurichbank.com Matthew Coulson jmcoul...@gmail.com Sent by: otrs-boun...@otrs.org 15/04/2009 16:41 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] SMTP error Looks like your SMTP server doesn't support authentication. Just disable that part. 2009/4/15 Emily Flynn emily.fl...@zurichbank.com Error: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug f[..] - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Lotus SendmailModule settings
Hi, I'm trying to figure out how to configure OTRS with a Lotus mail account - I've set it up before with standard mail (e.g. Outlook), but I'm not sure how to enter Lotus settings.. what format should I enter in the following boxes?: SendmailModule::Host SendmailModule:AuthUser Thanks a million Kind Regards, Emily- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Ticket not printing from customer front end
Hi, I can't figure out why tickets won't print from the Customer front end. It's obviously some sort of permissions thing as the attached screenshot is what I get when I click print., but I just can't figure out what I'm not doing. The customer is a member of a group with read write access. The can print from the FAQ module OK. Any suggestions I would really appreciate Thanks Emily attachment: Capture.jpg___ 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] 'No Permission' when trying to print ticket
When I try to print a ticket when logged in as a customer, a new page comes up with No Permission! Message: No permission and it doesn't print. I can print from the FAQ and print when logged in as a user, but I can't find where I need to change a permission to allow customers to print tickets?? ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Add Customer panel dissapeared
It's even gone when I'm logged in as root. A bit worrying :* Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees www.alliedpensions.com http://www.alliedpensions.com/ Tel: +353 1 206 3010 _ From: Emily Flynn [mailto:[EMAIL PROTECTED] Sent: 14 August 2008 09:50 To: 'otrs@otrs.org' Subject: Add Customer panel dissapeared Hi! A weird thing. I've just installed the latest version of OTRS and I have added in most of my customers, but now for some reason, when I'm logged in as a user, the option to add a new customer in the 'Customer User Management' screen has gone. Any ideas??? Screenshot attached Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees Apex Business Centre Sandyford Dublin 18 Tel: +353 1 206 3010 Fax: +353 1 206 3017 Mob: +353 87 777 8391 Web: www.alliedpensions.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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Ticket Printouts
Hi All, After zooming into a ticket, there is the option to print. When the print button is pressed, a pdf is created. I would like to edit the format of this pdf printout, not by much, I just want to add in an extra row and some text. Can anyone suggest the best way to do this? Thanks in advance. Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Edit Ticket Printout
Hi All, After zooming into a ticket, there is the option of printing it off. I would like to edit the format of the pdf printout, I just want to add in an extra table row. I can't find where I can edit it though, has anyone any suggestions? Thanks. Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Upgrading the FAQ module.
Hi guys, I'm still trying to find help on this. I'm trying to upgrade our OTRS from 2.1.7 to 2.2.3. I've been following the instructions in this article: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=191 ItemID=191 However, when I try to restore the database, it fails and I can see that it is the installed FAQ module causing problems. Is there a special way to handle the upgrade with FAQ installed? I do have some attachments in certain FAQ articles, would getting rid of these help? They'd probably still be referenced in the database anyway. I would really appreciate any suggestions, as it is imperative I get the system upgraded! Thanks Kind Regards Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Upgrading the FAQ module.
Hi guys, I'm trying to upgrade our OTRS from 2.1.7 to 2.2.3. I've been following the instructions in this article: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=191 ItemID=191 However, when I try to restore the database, it fails and I can see that it is the installed FAQ module causing problems. Is there a special way to handle the upgrade with FAQ installed? I do have some attachments in certain FAQ articles, would getting rid of these help? They'd probably still be referenced in the database anyway. I would really appreciate any suggestions, as it is imperative I get the system upgraded! Thanks Kind Regards Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] MySQL Admin Problems
Hi, I'm running OTRS 2.1.7, and I've been having a problem with Apache failing. So I want to upgrade to 2.2 hoping this might fix it. What this entails is backing up the MySQL database, uninstalling the current version of OTRS, and then reinstalling the new one, making sure to copy over my config files. Now, I'm not knowledgeable of MySQL at all, so I want to use a user-friendly application to work with the database in order to avoid errors. I downloaded and installed MySQL tools from the MySQL website, and the Administrator tool is picking up the MySQL database using the default OTRS Username and Password. The Administrator isn't connecting to the database correctly however, when I so into User Administration, I get the following error: 'A MySQL error was encountered. The message is: Could not fetch user names. The following error occurred: SELECT command denied to user 'otrs'@'localhost' for table 'user' (1142). As far as I can find out, this means that the proper user privileges have not been set for the database, but I don't know how to fix this, or how to adjust and save the correct config files. If someone could point me in the right direction, I'd really appreciate it. Thanks! Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] MySQL Admin Problems
Thanks for your answer Laurent. It turns out I was logging into the database with the default MySQL 'user' as opposed to 'root'. So when I logged in as root admin, all was fine, I changed passwords, created a user, and I can go about managing the database. I'm actually running otrs on an XPSP2 machine, and I tried PHPMyAdmin already, but I had difficulties installing the PHP. During the installation of PHP, a list of available extensions are given and It's recommended to install only the necessary extensions as problems can arise if you install everything (I did try that - and problems did indeed arise..). I couldn't find out which were the correct extensions to install (this was my first encounter with PHP) and when someone suggested the desktop GUI MySQL Administrator, I thought I'd try that. I still would have like to get PHP installed, as it could be something I'd look into working with. If anyone knows what extensions I should install, I'd gladly take any advice! Thanks again -Emily -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Laurent Minost Sent: 06 November 2007 11:03 To: User questions and discussions about OTRS.org Subject: Re: [otrs] MySQL Admin Problems Hi, Your problem seems to be only related with bad/insufficient privileges accorded to your otrs user. phpMyAdmin is a web-based tool to easily manage MySQL servers, it could help on your case : http://www.phpmyadmin.net/ You will probably also need to read some documentations about MySQL Administration, you will find many howtos on Google, this one can be a beginning : http://www.linuxhomenetworking.com/wiki/index.php/Quick_HOWTO_:_Ch34_:_Basic _MySQL_Configuration Basic steps of the OTRS installation procedure can also be useful since it seems all is not properly configure on your current installation : http://doc.otrs.org/2.2/en/html/c267.html Best regards, Laurent MINOST Emily Flynn a écrit : Hi, Im running OTRS 2.1.7, and Ive been having a problem with Apache failing. So I want to upgrade to 2.2 hoping this might fix it. What this entails is backing up the MySQL database, uninstalling the current version of OTRS, and then reinstalling the new one, making sure to copy over my config files. Now, Im not knowledgeable of MySQL at all, so I want to use a user-friendly application to work with the database in order to avoid errors. I downloaded and installed MySQL tools from the MySQL website, and the Administrator tool is picking up the MySQL database using the default OTRS Username and Password. The Administrator isnt connecting to the database correctly however, when I so into User Administration, I get the following error: A MySQL error was encountered. The message is: Could not fetch user names. The following error occurred: SELECT command denied to user [EMAIL PROTECTED] for table user (1142). As far as I can find out, this means that the proper user privileges have not been set for the database, but I dont know how to fix this, or how to adjust and save the correct config files. If someone could point me in the right direction, Id really appreciate it. Thanks! Emily ___ 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 or 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Apache Failing
Hi, The Apache service on our OTRS machine keeps on stopping.. and I don't know why. I have it set up in Services that it should attempt to restart each time but doesn't seem to work. I don't know much about apache, but maybe somebody might take a look at this and see what they think? Thanks! - Emily [Thu Oct 04 11:13:07 2007] [notice] Child 404: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Thu Oct 04 11:13:07 2007] [notice] Parent: Received restart signal -- Restarting the server. [Thu Oct 04 11:13:08 2007] [notice] Child 404: Released the start mutex [Thu Oct 04 11:13:09 2007] [notice] Child 404: Waiting for 250 worker threads to exit. [Thu Oct 04 11:13:10 2007] [notice] Child 404: All worker threads have exited. [Thu Oct 04 11:13:10 2007] [notice] Child 404: Child process is exiting [Thu Oct 04 11:13:13 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Thu Oct 04 11:13:13 2007] [notice] Server built: Jan 9 2007 23:17:20 [Thu Oct 04 11:13:13 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Thu Oct 04 11:13:13 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Thu Oct 04 11:13:43 2007] [notice] Parent: Forcing termination of child process 36 [Thu Oct 04 11:14:29 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Thu Oct 04 11:14:29 2007] [notice] Server built: Jan 9 2007 23:17:20 [Thu Oct 04 11:14:29 2007] [notice] Parent: Created child process 3008 [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Child process is running [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Acquired the start mutex. [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Starting 250 worker threads. [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Starting thread to listen on port 80. [Thu Oct 04 16:45:38 2007] [error] [client 10.1.10.54] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico [Thu Oct 04 16:45:38 2007] [error] [client 10.1.10.54] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico [Tue Oct 09 11:42:47 2007] [notice] Child 3008: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Tue Oct 09 11:42:47 2007] [notice] Parent: Received restart signal -- Restarting the server. [Tue Oct 09 11:42:48 2007] [warn] (OS 10038)An operation was attempted on something that is not a socket. : setsockopt(SO_UPDATE_ACCEPT_CONTEXT) failed. [Tue Oct 09 11:42:48 2007] [notice] Child 3008: Released the start mutex [Tue Oct 09 11:42:49 2007] [notice] Child 3008: Waiting for 250 worker threads to exit. [Tue Oct 09 11:42:49 2007] [notice] Child 3008: All worker threads have exited. [Tue Oct 09 11:42:49 2007] [notice] Child 3008: Child process is exiting [Tue Oct 09 11:42:55 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 11:42:55 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 11:42:55 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Tue Oct 09 11:42:55 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Tue Oct 09 11:43:25 2007] [notice] Parent: Forcing termination of child process 36 [Tue Oct 09 11:46:24 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 11:46:24 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 11:46:24 2007] [notice] Parent: Created child process 3676 [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Child process is running [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Acquired the start mutex. [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Starting 250 worker threads. [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Starting thread to listen on port 80. [Tue Oct 09 14:21:08 2007] [notice] Child 3676: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Tue Oct 09 14:21:08 2007] [notice] Parent: Received restart signal -- Restarting the server. [Tue Oct 09 14:21:09 2007] [notice] Child 3676: Released the start mutex [Tue Oct 09 14:21:10 2007] [notice] Child 3676: Waiting for 250 worker threads to exit. [Tue Oct 09 14:21:11 2007] [notice] Child 3676: All worker threads have exited. [Tue Oct 09 14:21:11 2007] [notice] Child 3676: Child process is exiting [Tue Oct 09 14:21:16 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 14:21:16 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 14:21:16 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Tue Oct 09 14:21:16 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process
RE: [otrs] how to access from another pc?
Are you talking about browsing to OTRS i.e. http://othermachine/otrs/index.pl If you want to access the config files you'll have to use remote desktop. _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of hamood Iqbal Sent: 10 October 2007 09:16 To: otrs@otrs.org Subject: [otrs] how to access from another pc? i am new to OTRS. please guide me how to access OTRS form another pc not from localhost. 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 or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] how to access from another pc?
Have you checked Apache is running? It sometimes stops for me, so you might just check that in the services of the localhost? _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of hamood Iqbal Sent: 10 October 2007 09:32 To: User questions and discussions about OTRS.org Subject: Re: [otrs] how to access from another pc? http://172.30.72.147/otrs/index.pl is the url on the machine i have installed otrs and from the current machine i want to access it it does not open any thing On 10/10/07, Marius Flage [EMAIL PROTECTED] wrote: hamood Iqbal skrev: i am new to OTRS. please guide me how to access OTRS form another pc not from localhost. Just enter the ip address of the remote computer into your browser. E.g. if the machine running otrs is 192.168.1.45, enter that ip into your browser. Of course you also need to apply the path to the otrs-installation. Usually that's otrs, so the full url will look something like this: http://192.168.1.45/otrs/ But this really depends on your installation. Just compare the url entered with localhost and apply some logic. Good luck! - Marius ___ 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 or 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] IE7 crashing
Hi! I've been using the OTRS GUI with Firefox, and I've checked that any pages where I've edited the html render OK in IE7. I never actually used OTRS with IE7 though, and a colleague of mine who uses IE7 came across a problem this morning. When he goes to reply to a new ticket to say request received and to change the state, as soon as he hits submit, the internet explorer error 'page cannot be displayed' comes up, however the email does get sent to the person who created the ticket, and indeed, the state gets changed. Hitting the back button will bring you back to where you were no problem. I don't understand what might be causing this problem as the page right after submitting the request received email is no different to the page viewed previous to the reply page. Any ideas? Thanks! Emily. ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] IE7 crashing
Hi, No there's nothing in the error logs about it. I am however, continuously getting the following error in the otrs log although I doubt it has anything to do with it.: [Thu Oct 4 15:20:04 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found But the GenericAgent.pl file is indeed where it's supposed to be. -Emily _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mark Nernberg Sent: 04 October 2007 15:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] IE7 crashing On 10/4/07, Emily Flynn [EMAIL PROTECTED] wrote: I've been using the OTRS GUI with Firefox, and I've checked that any pages where I've edited the html render OK in IE7. I never actually used OTRS with IE7 though, and a colleague of mine who uses IE7 came across a problem this morning. When he goes to reply to a new ticket to say request received and to change the state, as soon as he hits submit, the internet explorer error 'page cannot be displayed' comes up, however the email does get sent to the person who created the ticket, and indeed, the state gets changed. Hitting the back button will bring you back to where you were no problem. I don't understand what might be causing this problem as the page right after submitting the request received email is no different to the page viewed previous to the reply page. Has anyone checked the webserver's error logs? ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] FQDN
Hello All, I'm having a problem changing the FQDN of our OTRS system. I had copied the mysql folder from the initial PC I set the system up on, knowing that I could change the few settings for the new PC. In SysConfigFrameworkCore, the FQDN is set as flynne.example.com with flynne being the old pc. I'm trying to change it to horizon.ourdomain.com, but each time I hit update, it reverts back to the previous FQDN. Is there another way I can change the FQDN by going into the mysql files? I don't know too much about sql but I'll give any suggestions a try. Thanks Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] FQDN
Thanks Nils, That worked a treat! Emily -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese (Lemonbit) Sent: 02 October 2007 13:07 To: User questions and discussions about OTRS.org Subject: Re: [otrs] FQDN Emily Flynn wrote: I'm having a problem changing the FQDN of our OTRS system. I had copied the mysql folder from the initial PC I set the system up on, knowing that I could change the few settings for the new PC. In SysConfigFrameworkCore, the FQDN is set as flynne.example.com with flynne being the old pc. I'm trying to change it to horizon.ourdomain.com, but each time I hit update, it reverts back to the previous FQDN. Is there another way I can change the FQDN by going into the mysql files? I don't know too much about sql but I'll give any suggestions a try. In our setup the FQDN is set in ~otrs/Kernel/Config.pm. You could check there. Nils Breunese. ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] httpd.exe runs twice
Hi, I was just wondering why the process httpd.exe always seems to run twice? One instance is taking up 100MB and the other is taking up 85MB. Thanks Kind Regards, Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] FAQ.dtl
Hi, Could somebody please send me the FAQ.dtl? I have severely severely messed mine up and it's taking me forever to figure out what I did wrong. Thanking you! -Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] mulitiple attachments
Hi, I'm entering some articles into our FAQ, but I can only seem to attach one file per article. Is there anyway around this as I'm trying to use screenshots and it's a bit limiting if I can only attach one! Thanks -Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Give Customer FAQ admin rights.
Hi all, I have the FAQ console set up on our OTRS, but I'd like to be able to give some of our customers admin rights to the FAQ. Is there a way I can do this? thanks Kind Regards, Emily ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] New Ticket Notification
Hi All, I wonder would you mind having a look at the attached text. There's errors coming up in the log and I don't know why. Also, one of the notices in the text refers to [Notice][Kernel::System::Notification::NotificationGet], I'm not receiving any notification emails when a new ticket gets issued, would this have anything to do with it? Any input much appreciated thanks. Kind Regards, Emily Flynn [Thu Jun 14 12:00:02 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! [Thu Jun 14 12:17:51 2007][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10c5221ee05c10d87e8b8096c65d1fd6ba. [Thu Jun 14 12:18:36 2007][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: EPeregrine authentification ok (REMOTE_ADDR: 0.0.0.0). [Thu Jun 14 12:18:47 2007][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200706141011/test] created (TicketID=2,Queue=Profund Issues,Priority=3 normal,State=new) [Thu Jun 14 12:19:07 2007][Notice][Kernel::System::Auth::DB::Auth] User: EFlynn authentication with wrong Pw!!! (REMOTE_ADDR: 0.0.0.0) [Thu Jun 14 12:19:24 2007][Notice][Kernel::System::Auth::DB::Auth] User: EFlynn authentication ok (REMOTE_ADDR: 0.0.0.0). [Thu Jun 14 12:20:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! [Thu Jun 14 12:20:30 2007][Notice][Kernel::System::User::UserUpdate] User: 'EFlynn' updated successfully (2)! [Thu Jun 14 12:20:41 2007][Notice][Kernel::System::Notification::NotificationGet] Can't find notification for Agent::NewTicket and bg, try it again with en! [Thu Jun 14 12:40:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! [Thu Jun 14 12:45:55 2007][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 106d0ba7fc8efea984bfc5751f0f75245a. [Thu Jun 14 12:46:13 2007][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200706141021/testing2] created (TicketID=3,Queue=Profund Issues,Priority=3 normal,State=new) [Thu Jun 14 12:46:22 2007][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10a2128ac57b73cf819b5794c8f99c8b18. [Thu Jun 14 13:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found!___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Notfication email
Hi there, I'm having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don't receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don't. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It's only when a new ticket gets issued that I'm not receiving mail, and that's the most important mail of all! Any suggestions would be great, thanks. -Emily Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees Apex Business Centre, Blackthorn Road, Sandyford, Dublin 18 Tel: +353 1 206 3010 Fax: +353 1 206 3017 Mob: 087 777 8391 Web: www.alliedpensions.com http://www.alliedpensions.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 or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Notfication email
Hi Tobias,
Yes, I have 5 different queues set up, and all are in my queue list in the
preference panel. Another user has the same five queues in their
preferences too and he hasn't received any notification emails either. The
'admin notification' I was referring to was the New Ticket notification
email, and yes I do have that selected as yes in the preferences panel.
I receive mail if a ticket is modified, but not when it is initially
created.
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Tel: +353 1 206 3010
Fax: +353 1 206 3017
www.alliedpensions.com
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Tobias Lütticke
Sent: 24 May 2007 13:00
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Notfication email
Hello,
just for the sake of completeness: You do have the queue in which new
tickets
are created selected in 'My Queues' (Preferences panel)? Only then a mail
will
be sent.
receive a mail, but I don't. I receive mails if a ticket is altered,
and also an admin notification mail will reach me no problem. It's only
I'm not sure what you mean by 'admin notification' and what the difference
to
the mail you expect to receive is.
However, what does the log file say? Does OTRS claim to have sent the
desired
mail? May you need to turn the log output's detail level up ($Self-{Debug}
= 9;).
Cheers
Tobias
--
Tank: So what do you need? Besides a miracle.
Neo: Guns. Lots of guns.
-- The Matrix
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RE: [otrs] Notfication email
Hi Torsten, Sorry what I meant about an altered ticket was that I would receive email notification if one of the tickets in my queues had been edited or replied to. The queue is definitely in my queus and the option for a notification email is chosen as yes. Anything else I could be missing?? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: 24 May 2007 13:17 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Notfication email -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Emily, Emily Flynn schrieb: I?m having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don?t receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don?t. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It?s only when a new ticket gets issued that I?m not receiving mail, and that?s the most important mail of all! what exactly do you mean by altered. However, there're several notification types in the agent preferences: [New ticket notification] [Move notification] [Follow up notification] [Ticket lock timeout notification] have you checked the new notification and the queue is in your My Queues? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGVYIwvXo8m5PgoXQRApNRAJ93MMDNXtuCzZMJoKTpl2ex7AZfzACfSRhL zDNBQDdUIjs4ewIDXvhR6P0= =gaJT -END PGP SIGNATURE- ___ 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 or 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 or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Notfication email
Hi Luca,
Thanks for your suggestion, unfortunately it didn't work! Are you still
having the same problem? I don't see the point of a ticket system where the
email notification of new tickets doesn't work?! There must be some sort of
fix.. Anyway, I'm going to report it as a bug I think.
Thanks
-Emily
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 14:57
To: User questions and discussions a
Subject: Re: [otrs] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self-{GroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
Change it to:
$Self-{CustomerGroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
I'm having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I don't receive a notification email. I have the
boxed ticked in the user management console that should make me receive a
mail, but I don't. I receive mails if a ticket is altered, and also an
admin notification mail will reach me no problem. It's only when a new
ticket gets issued that I'm not receiving mail, and that's the most
important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
[ # ] { @ }
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RE: RE: [otrs] Notfication email
How did you fix it manually??
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 16:34
To: User questions and discussions a
Subject: Re: RE: [otrs] Notfication email
Fortunately yes! I've fixed the file manually and now it works.
If i get any other idea in order to help you, i will let you know!
Regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: RE: [otrs] Notfication email
Date: 2007-05-24 - Time: 17.22.54
Hi Luca,
Thanks for your suggestion, unfortunately it didn't work! Are you still
having the same problem? I don't see the point of a ticket system where the
email notification of new tickets doesn't work?! There must be some sort of
fix.. Anyway, I'm going to report it as a bug I think.
Thanks
-Emily
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 14:57
To: User questions and discussions a
Subject: Re: [otrs] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self- {GroupObject} = Kernel::System::CustomerGroup- new(%{$Self});
Change it to:
$Self- {CustomerGroupObject} = Kernel::System::CustomerGroup-
new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
I'm having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I don't receive a notification email. I have the
boxed ticked in the user management console that should make me receive a
mail, but I don't. I receive mails if a ticket is altered, and also an
admin notification mail will reach me no problem. It's only when a new
ticket gets issued that I'm not receiving mail, and that's the most
important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
[ # ] { @ }
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