Re: [otrs] Procmail test
Mike McGrath wrote: Nils Breunese (Lemonbit Internet) wrote: Mike McGrath wrote: My procmail test is failing. I'm on RHEL5 # cat /usr/share/doc/otrs-2.1.7/doc/test-email-1.box | perl /var/www/otrs//bin/PostMaster.pl Error: Config.pm No value for 'LogModule::SysLog::Facility' in Config.pm found! Error: Config.pm No value for 'LogSystemCacheSize' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Limit' in Config.pm found! Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! Error: Config.pm No value for 'Database::Attribute' in Config.pm found! Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! Error: Config.pm No value for 'PostmasterUserID' in Config.pm found! ERROR: OTRS-PM-10 Perl: 5.8.8 OS: linux Time: Wed Jun 6 12:55:18 2007 Message: Found no 'PostmasterUserID' option in Config.pm! at /var/www/otrs/Kernel/System/PostMaster.pm line 48, STDIN line 30. Traceback (15665): Module: /var/www/otrs//bin/PostMaster.pl (v1.24) Line: 128 Anyone have any ideas? Maybe run this as the otrs user? The cronjob that injects mails into the system is also run as the otrs user. I use the PostMasterPOP3.pl method myself though and use the rpm from otrs.org (which puts everything under /opt/otrs) on CentOS 4. Same thing, I've even added PostmasterUserID to the config file, it then asks for something else, then something else, then something else. I'm not sure where it typically finds PostmasterUserID but its not finding it on my system :-/ I wouldn't even know what it is. I've certainly not configured it myself. It just works on my box. I must admit I have never run the test you're running. Have tried setting up OTRS per the install instructions? Did you encounter a problem that made you try this test? Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Error messages in log file / debug mode
Tobias Lütticke wrote: I have my OTRS 2.1.6 running in debug mode and it produces a number of error messages ever since. However, these seem not to indicate real problems. I think. snip I know, may of you are fighting with functional issues, but any ideas nonetheless? Upgrade to the latest stable release, file a bug report is this is still occurring and then turn off debug mode? :) 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/
Re: [otrs] Agents adding tickets
[EMAIL PROTECTED] wrote: I'm pretty new to this OTRS, and I can't find a way of agents adding tickets on behalf of customers - can this be done? In order to get this system accepted by our users, I want to use it initially as something to log phone requests etc... Use the 'phone ticket' button. 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/
Re: [otrs] Error messages in log file / debug mode
Tobias Lütticke wrote: You mean, in addition to the other bugs I registered :-) Sure. If the OTRS devs don't know about it and no one files a bug report chances are it won't get fixed. :) Nils. ___ 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] SpamAssassin, OTRS, and Filtering...
Jeff Shepherd wrote: I have SpamAssassin on my mail server. Anything that scores a 6.0 or higher is flagged as spam and ***SPAM*** gets added to the beginning of the subject line. I have tried numerous filtering techniques, including keeping a mail client (such as Thunderbird or MacMail) open to help take out the spam before OTRS gets it. This, while it has helped, can't possibly be the solution, I've got to be missing something. Right now, my Generic Agent filter for spam is as follows: If: Subject = [SPAM] X-Spam-Flag = Yes X-Spam-Status = Yes Then: X-OTRS-Ignore = Trash However, this doesn't help. I've tried changing Queues with it (i.e. X-OTRS-Queue = Trash), changed the Subject setting (i.e. Subject = [S][P][A][M], Subject = SPAM, Subject = ***SPAM*** - which turns out to be invalid) and other options that I just can't remember them anymore. I've been working on trying different tricks for the past 6 months (OTRS was implemented on 1/1/07) and I just can't think of anything else to try. I've read the following resources with no avail to a solution: http://doc.otrs.org/2.1/en/html/x1020.html http://doc.otrs.org/2.1/en/html/x1215.html#email-receiving-filter Does anyone have any suggestions? I'm open to try anything. We run qmail with qmail-scanner and configured qmail-scanner to delete any mail with a SpamAssassin score over X. Works just fine. I don't know which MTA you're using, but I guess there's similar software available that allows you to specify when to delete mail. You could also take a look at procmail. 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/
Re: [otrs] Ticket Age
Maurice James Ny wrote: If you are going to answer a question answer it completely or just don't say anything. If someone asks me a question, I try my best to give a complete answer. Maybe you are accustomed to selfishness but I'm not. I know for a fact that the manual provided does not contain everything that you need to know about the system. The manuals are only available in two languages. Maybe the people asking the questions are not fully literate in English or Germanjust maybe. You have to give the benefit of the doubt on these lists. Don't be an ahole man. Someone answered the source had to be altered to get the functionality that someone requested. Why should this person explain how to exactly do that when he probably hasn't done it himself? Telling someone the functionality isn't builtin, but needs changes to the code was a perfectly good answer in my opinion and was probably as complete an answer as could be given without investing (maybe quite some) time trying to code a solution for someone else free of charge. Who is being selfish here? Nils Breunese. P.S. Calling people names is certainly not giving people the benefit of the doubt. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Hello! Some questions about setup...
Federico Zaina wrote: 2) How can I get to setup the ticket number format, other than the standards 'Date', 'Checksum', 'Date + Checksum', etc... I would need to have a shorter number, like a four digit number only, or like a mmddyy1234 format, that would be 6 digits for the date and 4 digits for the ticket number. Check http://doc.otrs.org/2.1/en/html/x11160.html#Ticket:Core::Ticket:Ticket::NumberGenerator 3) As the email address I use it's also subscribed to a Google Group, I also receive my own answers in the OTRS... What would be the correct filter to keep my answers on the tickets' threads but not to count as a New message? This way I wouldn't have my own answers an the OTRS New messages list. I think the OTRS-Ignore tag is not the answer because this would keep my answer out of the ticket's thread. I believe OTRS only knows not to create a new message when it finds a ticket number that already exists. Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]
Raphael Kouhana wrote: My Apache2 is unable to restart after installing OTRS. Here is the error : Stopping httpd:[ OK ] Starting httpd: [Tue May 15 10:17:51 2007] [error] Can't locate Apache2/Reload.pm in @INC snip [Tue May 15 10:17:51 2007] [error] Can't load Perl module Apache2::Reload for server localhost:80, exiting...! What can I do ? What OS are you on? You have installed mod_perl? We're using Apache 2 on CentOS 4 and I'm using Apache::Reload in the config, not Apache2::Reload. Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]
Raphael Kouhana wrote: I'm using RedHat ES 3 + httpd-2.0.46 + mod_perl-1.99_09-10.ent What config are you talking about ? The apache configuration for OTRS. Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]
Raphael Kouhana wrote: httpd.conf ?? it seems that this file hasn't change after installation. You didn't tell us how you installed OTRS (.tar.gz? .rpm?), but you might want to take a look in /etc/httpd/conf.d/. Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Problem restarting Apache2 [Can't load Perl module...]
Raphael Kouhana wrote: Sorry, I installed it with rpm. Maybe I should have use the tar.gz procedure. Thank you anyway Did you find the apache config for OTRS in /etc/httpd/conf.d/? Have you tried changing Apache2::Reload to Apache::Reload? Nils Breunese. signature.asc Description: OpenPGP digital 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/
RE: [otrs] Users / Groups - Permissions - Concept
Nathan Campbell wrote: As far as I know, the system does not allow literal sub-queues, but you can create all of those queues and using the filters and user group / queue permissions you can accomplish this easily. According to the docs sub queues *are* implemented: You can specify the name and the group who should use the queue and if you want the new queue to be a sub queue of another already existing queue. http://doc.otrs.org/2.1/en/html/x841.html 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/
Re: [otrs] problem in otrs framework
[EMAIL PROTECTED] wrote: We have installed otrs 2.1.7 source(tar.gz)on Suse 10.We are facing problem in interface.When we click on package manager in admin interface we are receiving following error. Software error: Can't locate auto/LWP/UserAgent/get.al in @INC (@INC contains: ../../ /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/lib/perl5/5.8.7/i586-linux-thread-multi /usr/lib/perl5/5.8.7 /usr/lib/perl5/site_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl . /opt/otrs/bin/cgi-bin/../.. /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/System/Package.pm line 1487 For help, please send mail to the webmaster ([EMAIL PROTECTED]), giving this error message and the time and date of the error. Please provide us solution for the same. It seems not all required Perl modules are installed. You can check this by running ~otrs/bin/otrs.checkModules. See the documentation for install instructions: http://doc.otrs.org/2.1/en/html/x325.html#installation-of-needed-perl-modules Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] CGI vs. Perl
Filippo Fiorani wrote: I read in OTRS manual that using perl modules is faster than pure CGI. OTRS always uses Perl modules. I believe you mean mod_perl (the apache module) instead. How can I check which one I'm using? Once I've checked, how can I switch from either one to the other? Check what your OTRS config for apache looks like. If your config is using PerlHandler ModPerl::Registry, then you're using mod_perl. There are a few example configs in ~otrs/scripts/. You can switch by changing your apache config. Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Error when closing tickets
Maurice James Ny wrote: I get this error when ever I close tickets. The tickets end up being closed, but in a locked status. Does anyone have any ideas on why this is happening? *Software error:* Unknown encoding '' at /opt/otrs//Kernel/System/Email.pm line 255 For help, please send mail to the webmaster ([EMAIL PROTECTED] mailto:[EMAIL PROTECTED]), giving this error message and the time and date of the error. What version of OTRS are you running? What charset are you using? Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Some of my remaining OTRS questions.
Mike Dent wrote: 5) How does one assign a ticket to ones self? Is the 'Lock' feature used for this? Yes. Idea is an agent checks a queue, finds a ticket to work on and locks it so no one else will work on it at the same time. 6) When entering a customer on OTRS-Customer User page, how can you make the customer ID chosen for you and unique? I would ideally like this to be of the format UBE1, UBE2 etc etc ? It is possible to give multiple clients the same Customer ID, as such you assign them to the same company. I don't believe there is an autoincrement option here. You might just want to keep a list of customers (on a wiki or something) and do the autoincrement 'manually'. It might be possible to prefill the Customer ID field with the next ID using a database query, but you'll probably have to code it yourself. Plus this might not work if you're working with multiple agents as another agent will get the same ID if he tries to add a client between the moment another agent starts to add a client and saves the data. Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Another newbie question (blamy!)
Filippo Fiorani wrote: I've installed OTRS 2.04 with a few modules missing, see list below: Net::LDAP ... not installed! (for directory authentication - not required) GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) XML::Parser ... not installed! (required for strong xml use - not required!) But now I need to install missing modules. PackageManager won't work, because of the XML::Parser missing, I think. How can I do that? Documentation: http://doc.otrs.org/2.1/en/html/x325.html#installation-of-needed-perl-modules The package manager mentioned there is not the OTRS package manager, it's your OS package manager. What distribution are you running? Alternatively you can install from CPAN as described in the docs. Also note that 2.1.7 is the latest version (and 2.2 is around the corner). Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] New user in OTRS
Filippo Fiorani wrote: Whenever I log in and try to add a new user (or a new client) tough, I get an error page with this: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue May 8 19:35:44 2007 Message: Email address ([EMAIL PROTECTED]) not valid (invalid [EMAIL PROTECTED] (no mail exchanger (mx) found!)! )! Traceback (4323): Module: Kernel::System::User::UserAdd (v1.50) Line: 223 Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 192 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I've found something about this, telling me to disable CheckMXsomething in Config.pm... which I've found in /etc/otrs/Kernel and looked already turned off. So, question is: what am I doing wrong or overlooking? I don't believe you're doing anything wrong. OTRS is warning you that it can find no MX record for the domain condor.it. However, a 'dig mx condor.it' shows two MX records for condor.it: condor.it. 86300 IN MX 20 mx.it.colt.net. condor.it. 86300 IN MX 10 mail.condor.it. Your server doesn't have any resolving problems? You can turn off the check, this option is helping you to not enter addresses located on domains that have no MX record (i.e. non-existing domains or domains that don't have a correct mail setup). Apparently you got a false negative though. This could be because at the time you checked there were indeed no MX records for condor.it (don't think so, but it's possible) or maybe your server's networking is not setup properly. Can you run 'host mail.condor.it' from your server? And 'dig mx condor.it'? What is my system missing? Is there any good-installation-checklist for otrs? Well, there's the requirements section of the docs. And you can run ~otrs/bin/otrs.checkModules to check if you have all required Perl modules installed. Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] Once again :-) CentOS 4.x and OTRS :)
bradis wrote: Hello! Dear friends, again several stupid problems with OTRS, used several ways to install 1. tried to use http://howtoforge.com/otrs_centos4.4 several troubles that we all knew already, but then just added repository ( in maillist were several comments ) and used : yum install otrs - it is ok. 2. but after I tried to restart http - always error like this - [Wed May 09 19:07:27 2007] [error] GATEWAY_INTERFACE not Perl! at /opt/otrs/scripts/apache2-perl-startup.pl line 5.\nCompilation failed in require at (eval 2) line 1.\n [Wed May 09 19:07:27 2007] [error] Can't load Perl file: /opt/otrs/scripts/apache2- perl-startup.pl for server XXXservernameXXX:80, exiting... Any ideas colleagues? All I know is that that howto looks way more complex than what I did on a CentOS 4.4 box. * I don't use cpan directly for the Perl modules, I just install them with yum from Dag's yum repository. It's easier and yum also keeps them up to date as an added bonus. * I just use the CentOS supplied mod_perl package instead of building it myself. Also no need to edit any apache configuration. * I use the otrs rpm from the OTRS website. It works just fine and you get the latest version of OTRS. No need to add any system users yourself, move dist files, start cron jobs, etc. Nils Breunese. signature.asc Description: OpenPGP digital 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/
Re: [otrs] # (take care that Net::LDAP is installed!)
Nathan Campbell wrote: I have found the LDAP configuration script and the settings module in the defaults.pm file. The defaults.pm file has a comment: # (take care that Net::LDAP is installed!) How do I verify this? On Linux you can run /opt/otrs/bin/otrs.checkModules to check your OTRS Perl modules. I have no idea if the Windows version offers a similar script. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Cannot login after fresh install!
Singh, T wrote: And thanks for the quick reply. Why do I have to do @localhost? Because that's the default admin account. Just read the manual, it's in there: http://doc.otrs.org/2.1/en/html/x624.html 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] active directory and otrs 2.0
Luca Tebaldi wrote: i want to config AD over otrs 2.0 but I do not find the documentation in the handbook.. someone knows where I can find it??? I haven't done it myself, but AD is an LDAP server, right? http://doc.otrs.org/2.0/en/html/x1362.html#customer-backend-ldap 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] v2.0.4 RPM availability
Jason Loven wrote: Is the OTRS v2.0.4 RedHat RPM still available? I’d like to install it in a fresh VM to try to resolve my mod_perl issue but all I see up now are the 2.1 downloads. Also does anyone know if the RedHat RPM will work on a CentOS 4.4 platform? All versions are still available on the FTP server: ftp:// ftp.otrs.org/pub/otrs/ I run the Red Hat/Fedora rpm on a CentOS 4.4 system and it works just fine. Nils.___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
Henning Oschwald wrote: On Di, Okt 10, 2006 at 08:12:39 +0200, Nils Breunese (Lemonbit Internet) wrote: I just noticed that the upgrade apparently removed the FAQ module. FAQ.pm and friends are no longer on my system. After upgrading an existing 2.0 to 2.1, you should delete all files with .pm extension in the directory ~otrs/Kernel/Config/Files, except for ZZZAuto.pm. Where did you read this? I have ZZZAAuto.pm and ZZZAuto.pm in that directory and my system is working fine now. I still have the FAQ button in my toolbar when I login, but clicking it gives me: ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Tue Oct 10 20:07:56 2006 Message: Module 'Kernel::Modules::FAQ' not found! After deleting ~otrs/Kernel/Config/Files/FAQ.pm, this should go away. I didn't have that file after the rpm upgrade and I never deleted it myself. I got rid of the error message above by re-installing the FAQ module through the Package Manager. Nils Breunese. PGP.sig Description: Dit deel van het bericht is digitaal ondertekend ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Deleting Old Users from OTRS
Nathan Campbell wrote: We are looking at implementing OTRS for our call center / customer support. Turnover is high because we mainly hire college age kids. I read in the manual in Chapter 5 – page 41 that “to keep consistency of the data for OTRS it is not possible to delete a user.” Has anyone found a workaround for this or is part of a future release? I am concerned that after a couple of months, I will have more invalid users than live. Tickets have an associated agent and if you'd delete only the agent you'd have an inconsistent database. And deleting all associated tickets is not really an option I think. What is the problem of keeping around old users? It's not like a user entry in the database takes up a lot of space. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
Daniel Vesely wrote: after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: Can't load link backend module Kernel::System::LinkObject::FAQ! at ../..//Kernel/System/LinkObject.pm line 149. but there is FAQ.pm any idea? I also just upgrade from 2.0.4 to 2.1.1 using the RPM. I get the exact same error when zooming in on a ticket (example url: http:// domain.com/otrs/index.pl?Action=AgentTicketZoomTicketID=1555). I looked a bit at the code in LinkObject.pm, but never having programmed in Perl doesn't really help. Did anyone solve this one? 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software error
I wrote: Daniel Vesely wrote: after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: Can't load link backend module Kernel::System::LinkObject::FAQ! at ../..//Kernel/System/LinkObject.pm line 149. but there is FAQ.pm any idea? I also just upgrade from 2.0.4 to 2.1.1 using the RPM. I get the exact same error when zooming in on a ticket (example url: http:// domain.com/otrs/index.pl?Action=AgentTicketZoomTicketID=1555). I looked a bit at the code in LinkObject.pm, but never having programmed in Perl doesn't really help. Did anyone solve this one? I just noticed that the upgrade apparently removed the FAQ module. FAQ.pm and friends are no longer on my system. I still have the FAQ button in my toolbar when I login, but clicking it gives me: ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Tue Oct 10 20:07:56 2006 Message: Module 'Kernel::Modules::FAQ' not found! Traceback (25186): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 207 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 We installed the FAQ module once to check it out, but never really got to actually using it. I went to Admin - Package Manager and noticed I had the option to install the FAQ module. I installed it and now all is working again. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Upgrade from 2.0.4 to 2.1 / Lost FAQ's
Jozsef Valkai wrote: Reinhard: check your Syslog in Admin backend. My Syslog it says: Mon Oct 9 15:30:04 2006 error OTRS-CGI-10 ERROR: column i.change_time does not exist So, please tell me, what is it... Sounds like you didn't upgrade the database schema. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS installation..
Dustin Oprea wrote: I was wondering if someone could help me--- I've never used OTRS before, and I was hoping to be able to get my company up on it. The problem seems to be that after I install the RPMs, all of the paths appear to be different than the paths described in the install instructions. Has anyone else had this problem? I'm using the mainstream YUM repositories, so I don't know why I'm having this problem. What mainstream yum repository? What OS are you using? 'rpm -ql otrs' should give you a hint about what the rpm installed and where. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS installation..
Op 2-okt-2006, om 14:14 heeft Dustin Oprea het volgende geschreven: I mean that it is the regular Fedora Yum repositories. Ah ok, Fedora. I see it's in Fedora Extras these days. Nice. The documentation says I should be able to access it via http:// localhost/otrs/installer.pl, but the installer.pl script is installed to /var/www/otrs/bin/cgi-bin/. What's the problem with this? The apache config installed with the otrs package should make sure http://localhost/otrs/installer.pl serves the file in /var/www/otrs/bin/cgi-bin/. It just doesn't work. Any ideas? Did you restart apache (service httpd restart)? 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Response BEFORE original message, not after
Marc Herms wrote: I had this issue already 2 years ago and configured OTRS in the correct way (for me), but then I had to install it new and now it´s gone. Now, when I reply to a message and choose a response, the response is AFTER the original message, but I would like to have it BEFORE! How can I change this? See the docs: http://doc.otrs.org/2.0/en/html/ x7930.html#Ticket:Frontend::Agent::Ticket::ViewZoom Admin - SysConfig - Ticket - Frontend::Agent::Ticket::ViewZoom - Ticket::Frontend::ZoomExpandSort 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS installation..
Dustin Oprea wrote: It appears that they aliases may not have been setup... So I need to look into that. Didn't the otrs rpm install a config file in /etc/httpd/conf.d/ or something? rpm -qc otrs ? I believe that I've disabled SELinux at present to try and minimize the confusion :) . The 'sestatus' command will tell you the status of SELinux. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Changing Ticket to desired language
Nima Samadi wrote:
Is there a way to change the Ticket in Re: [Ticket#...] in the
subject of
the outgoing emails to desired language? For example - Re:
[Ärende#...] And
how would this affect the system?
See http://doc.otrs.org/2.0/en/html/x7930.html#Ticket:Core::Ticket
You have to set/change $Self-{Ticket::Hook} in /opt/otrs/Kernel/
Config.pm. I have the default in there:
$Self-{Ticket::Hook} = 'Ticket#';
But you could change it to:
$Self-{Ticket::Hook} = 'Ärende#';
Nils Breunese.
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Re: [otrs] adding notes to a ticket
Alan McKeown wrote: When I add notes to a ticket there is a selection box which gives 3 options Note-external, note-internal and note-report. Is it possible to change/add to this list. I want to add entries such as ‘waiting on customer’ Why not click the Pending link on a ticket when you want to add to a ticket that you're waiting and choose 'pending reminder' as the state there? However, it is indeed possible to add your own custom states. Just read the docs: http://doc.otrs.org/2.0/en/html/c1525.html 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Reply eMail with password
Peter Sereinigg wrote: 1.) Is there a possibility to send automaticly an email WITH LOGIN DATAS amd password after a supportrequest. - Reply with eMail works fine - but how can i send in this reply with a password? is there any plugin i should install The passwords are stored as hashes in the database, so it is impossible to retrieve passwords from the system. If a customer forgets his password, you will have to reset the password. 2.) Can i map incomming eMails using the domain to a certain customer? - otherwise each eMail gets a customer and has to be sorted manualy? I don't believe you can use wildcards ([EMAIL PROTECTED]), but you can create multiple customers (each with their own email address) and give them the same Customer ID, so all tickets will be grouped under the same customer. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] working hours
Alan McKeown wrote: We have a number of different clients in OTRS, some are 24hr support others have different hours. Is it possible to set a working time per customer? From what I have seen so far it appears that there is a global working time hour’s setup. The working hours you set are for your agents, not for your customers. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] filter out of office repley
Op 1-sep-2006, om 17:14 heeft Andy Lubel het volgende geschreven: Eek, there went simple! Do you have Any examples? Im not a procmail, nor a fetchmail guy and my OTRS is installed on OSX using the good old postmasterPOP3.pl You'll have to put up with the out of office replies (I don't like them either) or implement a filter. It may be possible to use a PostMaster filter module in OTRS. Look at the X-OTRS-Ignore example: http://doc.otrs.org/2.0/en/html/x1192.html#email-receiving-filter. The only other option I see is switching to feeding the mails to PostMaster.pl from procmail instead of using PostMasterPOP3.pl. A problem is that out of office replies don't have a single standard property to distinguish them from 'normal' mails, so you'll need to think carefully about what to filter on and them find out how to write that into procmail filter rules. Sorry, I don't any examples handy, but http://www.procmail.org/ should be a good starting point. This might be more trouble than it's worth to you though. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Mercator GmbH wrote:
the GUI? See http://lists.otrs.org/pipermail/otrs/2006-August/
012068.html for the original post that said escaping the @-sign
worked. Also note that that archived mail has @ replaced by
_at_,
the original mail has just @.
I have read the article. Actually, in my Config.pm is NO entry for
sendmail, since I had to install OTRS new and all my configurations
got lost... I have added this now. Is this OK? (sendmail path is
correct!)
And what about the pop3 settings in the GUI? Delete them?
# SendmailModule
# (Where is sendmail located and some options.
# See 'man sendmail' for details. Or use the SMTP backend.)
$Self-{'SendmailModule'} = 'Kernel::System::Email::Sendmail';
$Self-{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f ';
#
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = 'sardiniatravel.net';
$Self-{'SendmailModule::Port'} = '25';
$Self-{'SendmailModule::AuthUser'} = 'sardiniatravel
[EMAIL PROTECTED]';
$Self-{'SendmailModule::AuthPassword'} = ' ... ';
The mail I linked to solved a problem with sending mail from OTRS
(notifications, replies, etc.). Your problem is getting the mails
into the system as tickets, right? I figured the same thing might
apply, using \@ instead of @. But there's always the possibility it's
something else. Personally I've never had a problem using OTRS.
Nils Breunese.
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Re: [otrs] can´t authorize e -mail problem
Mercator GmbH wrote: By the way: I don´t see ANY images. I think that´s an alias problem with Apache. I have read some articles. Problem is that the newsgroups are not searchable (right??) and I cannot find the article anymore. Using Google you can search anything. :o) Just use site:domain to have Google return only hits from a specific domain. How can I make the images show up again? Again? They showed up before? How did you install OTRS (.rpm/.tar.gz)? I have the following in my vhost config for the images: Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ Just read the docs: http://doc.otrs.org/2.0/en/html/ x305.html#webserver-configuration 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Mercator GmbH wrote: Try using \@ instead of @ in the username. This was mentioned on this list recently. (Yes, the GUI should probably make this just work.) Nils, what if I use the PostMaster.pl instead with procmail? don´t know how to use it, but read in the manual about this option... I use PostMasterPOP3.pl myself, as it's the easiest way. Have you read the chapter on 'Receiving emails' (http://doc.otrs.org/2.0/en/ html/x1192.html)? 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Mercator GmbH wrote: Nils, or could I use the .fetchmailrc instead?? I don´t know why.. I got ONE ticket created! Maybe because I was playing with fetchmail or with procmail... Yes, it's also possible to use fetchmail. All the options of receiving mail are in the manual: http://doc.otrs.org/2.0/en/html/ x1192.html 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] reset the customer_user's password in two databases
Arvind Kumar wrote: Sir, I am agree with you, but sometime I need the password of customer to rectify their problem. And for that I need it in original form not in encryped form. please suggest me that how can i get the password in its original form. You can't. Hashing functions are meant to be one-way functions. The only thing that can be done when a user forgets a password which is stored as a hash is resetting the password. Note that storing the actual password is also a bit of a security risk. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] reset the customer_user's password in two databases
Arvind Kumar wrote: I am using my own application software for maintaing customer accounts. customer_user table contain the information of the customer like login, password etc. But now i am using otrs along with it. it uses its own table for customer information (as in its own customer_user table) I want to maintain both tables. But the problem is that when a customer request for new password, at that time otrs application automatically generates a password and send it to the user by email. I want to change password acc. to OTRS in my own applicaion database table customer_user . But the password stored in OTRS is in Crypted form and in my own database it is in its actual form. i want the password in its actual form as well as automatically change in my own database. i dont have any idea about perl. please anyone provide me the solution of this problem. I think you'll have to change your own software to use OTRS's encrypted password column. That way you only have one password field for both apps, so no problems with passwords getting out of sync. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] version of mysql?
Herbert Mueller wrote: wich version of mysql should be used with otrs? See http://doc.otrs.org/ for these questions: http://doc.otrs.org/2.0/ en/html/x175.html 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] How to enable debug for smtp? - follow up
Keith Turner wrote: [Fri Aug 18 08:02:25 2006] [error] [client 23.128.25.26] File does not exist: D:/OTRS/otrs/bin/cgi-bin/favicon.ico Weird that an email requires an icon file. It doesn't, but a lot of browsers check for favicons (http:// en.wikipedia.org/wiki/Favicon) these days. This is not anything specifically OTRS related. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] URL forwarding HOWTO
BipinDas wrote: My url is http://ticket.somehost.com/customer.pl. No I would like to give another url to some customers with same otrs The new url should be like this http:// support.somehost.com/. When type this address it should already redirect to customer.pl page. Is it possible ?. Anybody done this already? This is not something you do in OTRS, but in your webserver configuration. Depends on what webserver you're running. You can use a simple http refresh in an index.html at support.somehost.com, setup an apache redirect in httpd.conf, use .htaccess, use a frame... The possibilities are endless. :o) 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Allow users to register them selves from the main otrs screen ?
Maxim Vexler wrote: How to enable users to register them selves into the system and also assign them to 1 default (unprivileged) group ? By default people can create accounts through the customer interface (/otrs/customer.pl). 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Issue upgrading from 1.3.3 to 2.0.4
Alec Smith wrote: After logging in, I see the usual indication that there are 6 new messages on a line just above the line which says Queue: My Queues. In 1.3.x I can click on this link, and get a list of the 6 new messages awaiting a response. In OTRS 2.0.4, when I click to read these 6 new messages, the list does not appear. Instead, I have to click on All Messages and then assume the 6 new messages are the most recent. Any ideas on how to resolve this issue? I'd very much appreciate suggestions on a fix, or instructions on what additional info is needed to identify the issue. I have never used the 1.3.x series, but this sounds completely normal to me as a 2.0.x user. The only thing you're probably missing is setting up 'My Queues' for the agent user you logged in as. Going via All Messages is not the normal route, but as long as the agent doesn't have anything set under 'My Queues' in his preferences an empty list will indeed appear. See http://doc.otrs.org/2.0/en/html/ x719.html (bottom of the page). 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Customer limitations: just New ticket
Boniforti Flavio wrote: As I'm figuring out how to implement OTRS into my existing IT Environment, I was thinking that my users would be getting quite confused if they should be able to have many buttons in their console. Now, I'm asking: is it possible to leave the customers' just the ability to create NEW TICKETS? No Prefs, no open ticket views, or similar... I would just let your customers send an e-mail to the OTRS system. See chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/ x1244.html) for more information. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Feeds mails to OTRS via HTTP(S)
Richard Hinkamp wrote: Why don't you use 'the easy way' (according to the docs) which uses PostMasterPOP3.pl? See the docs: http://doc.otrs.org/2.0/en/ html/x1244.html#email-receiving-pop3 Well I do use PostMasterPOP3.pl at this moment. Two things I don't like: - Cron running the script every 5 minutes, even if there may be no mail at all. What's the problem with that? And if there's mail, there is a max 5 minute delay in getting the mails. You can change the time between checks in the cronjob. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Feeds mails to OTRS via HTTP(S)
Richard Hinkamp wrote: In my test environment I have OTRS installed which I feed through a procmail filter which pipes the email to PostMaster.pl (used the .procmailrc.dist from OTRS package for that). In my production environment I have separate servers for email and for OTRS. So I can filter incoming mails with procmail, but I don't have access to the PostMaster.pl script because it's on another server, so I can't pipe to that directly. I don't like the idea of PostMastDaemon.pl, I don't want to run daemons for every OTRS installation. Because the server already runs a webserver for OTRS, I would like to feed the mail to OTRS via HTTP(S). Has anybody tried this before? Can it be done? Why don't you use 'the easy way' (according to the docs) which uses PostMasterPOP3.pl? See the docs: http://doc.otrs.org/2.0/en/html/ x1244.html#email-receiving-pop3 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Error while accessing Customer User - Groups
Boniforti Flavio wrote: Hello list! I get following error: CustomerGroupSupport needs to be activ in Kernel/Config.pm, read more about this feature in the documentation. Take care! How can I solve this? Just do what the error says: read about the feature in the documentation. http://doc.otrs.org/2.0/en/html/x842.html 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] logging on otrs.log instead of messages
Boniforti Flavio wrote: otrs.log file permissions are as follows: -rw-r--r-- 1 rootroot 0 2006-07-19 13:24 otrs.log I want it to be logging *only* in /var/log/otrs.log, what am I missing? The permissions don't look okay to me. If you set it like this only the root user can write to otrs.log while OTRS doesn't run as root (probably as user otrs). Change the owner or the permissions to allow user otrs to write to this file. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] How to delete or close more than 500 messages!
Andre Her wrote: RTFM ??? Read The Fine Manual. http://doc.otrs.org/2.0/en/html/x1124.html 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Where do we modify the OTRS_CONFIG_FQN ?
Andre Her wrote:
I keep receiving my e-mails with references to
http://yourhost.example.com/otrs/index.pl
Your OTRS Notification Master
Of untrue,
I can't figure out how to modify this.
In the config file (/opt/otrs/Kernel/Config.pm):
$Self-{'FQDN'} = 'yourhost.example.com';
http://doc.otrs.org/2.0/en/html/a1810.html#Framework:Core:FQDN
Nils Breunese.
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Re: [otrs] Multiple OTRS on Apache Virtual Host
J wrote: I'm going to have to setup OTRS in a short time, and I think that being able to setup multiple OTRS using Apache Virtual Hosts could help me to get it in time, but is that possible? Has anybody done it? I've been reading the whole mailing list archieve and I have not found anything like that. Check the archive again. A linkt to a howto explaining just this was posted today. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Update of RHEL 4 broke my OTRS v.2.0.4 installation.
Stefan Högdahl wrote: Hi again. As always it seems that SELinux is the culprit. OTRS did work before with this in the apache.te file: allow httpd_t policy_src_t:dir search; allow httpd_t usr_t:dir write; allow httpd_t usr_t:dir add_name; allow httpd_t usr_t:file create; allow httpd_t usr_t:file write; allow httpd_t usr_t:file append; but alas, now since the system was patched and updated (new RHEL4 release kernel 2.6.9-34.0.2.ELsmp) something broke. I've currently disabled selinux altogether, but that isn't a longterm decision I'd like to do. If you can help me out with what syntax I need to add to the apache.te file in order to have the protection of selinux, I'd be really happy :) I'm also interested in any tweaks to get OTRS to work with SELinux enabled, as I'm also currently running with SELinux disabled on the OTRS server. Nils Breunese. PGP.sig Description: Dit deel van het bericht is digitaal ondertekend ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Timer of fechtmail
Ricardo Tavares wrote: How can i ajust the time of fechtmail so that i can see almost imediatly all the incoming mails? Edit the appropriate cron job. The OTRS cron jobs are in /opt/otrs/ var/cron/ on my installation. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Question regarding backups
Craig Johnson wrote: We utilize OTRS for our problem ticket tracking, and we’re trying to find a way to do a nightly automated backup of the database. Is anyone currently doing this? If so – what/how are you doing it? Are there any components/plugins that we could use and configure for our needs? If you just want to backup the database you can use the dump tools for your database (for instance mysqldump if you're using MySQL). Also take a look at the included backup script (/opt/otrs/scripts/ backup.pl on my installation). 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] MySQL move from windows to Suse9.3
Danie wrote: I actually did a migration from one server to another just this morning , and it was amazingly simple :) In Windows , stop your mysql database (so no writing possible to it) , then simply copy the *.MYI files from your win32 system to your Suse system ( thinks it's in /var/lib/mysql/otrs , just do a locate *.MYI) Also , if you are running ArticleFS as your Storage module (like I do) , make sure to copy the existing data from your article directory as well to the new system. If you need your Sysconfig Data , just backup through the SysConfig web module. Just to add , my migration was from linux to linux , but presumably it should work the same. I really wouldn't just copy the .myi files, but use mysqldump on the old host and restore those dumps on the new host using mysqlrestore. It's really the safer way. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] MySQL move from windows to Suse9.3
Jared Cebada wrote: What is the best way to move the database, I am new to MySQL?? Go to http://www.mysql.com/ and search for the mysqldump and mysqlrestore commands. I see that there is a backup.pl but I belive I can't execute that without a native linux kernel?? Would cygwin be of any use?? It's just a Perl script, no need to run Linux. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] New Install Error in sysconfig and Package Manager
Joseph Atkins wrote: I have just reinstalled Otrs on a clean formatted Unbutu install and when I try and click on Package manager I get the following error: - ERROR: OTRS-CGI-10 Perl: 5.8.7 OS: linux Time: Thu Jun 29 13:54:00 2006 Message: ??? Traceback (4097): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 204 Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 -- Clicking on sysconfig gives me the following: -- Software error: Can't locate object method new via package XML::Parser::Lite at ../..//Kernel/System/XML.pm line 781. -- Anyone have any ideas on how to fix/troubleshoot this? This has been asked a lot of times. Please search the list archives before posting. Basically you need the XML::Parser::Lite module as listed in the dependencies you need to install. You can run the otrs.checkModules command to check if you have all dependencies installed. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] New Install Error in sysconfig and Package Manager
Joseph Atkins wrote: I would love to be able to search these archives..but I could not find a search feature...where might one find that. I just use Google: site:lists.otrs.org XML Parser Lite -CVS But you're right, http://lists.otrs.org/pipermail/otrs/ could use a search function. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Configuring OTRS on WIndows to use a remote MySql database
Martin Barrs wrote:
I’ve installed a vanilla Windows OTRS installation, from the OTRS
media, and now I’d like to point the OTRS instance to an existing
OTRS MySql database on a different machine. I’ve poked around in
the SysConfig screens and found nothing. I could really do with
some help!
Check the Kernel/Config.pm file, in which you'll need to edit $Self-
{DatabaseHost}, $Self-{Database}, $Self-{DatabaseUser}, $Self-
{DatabasePw} and $Self-{DatabaseDSN}.
Nils Breunese.___
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Re: [otrs] Ticketmanagement
Fridtjof Busse wrote: 1. Is there a way to forward a ticket you opened directly to another OTRS-user (e.g. only he can answer the question)? Or can I only put a note to the ticket and put it back into the queue, hoping the right person locks it? Yes, you can. If you've locked a ticket you update the owner of that ticket. 2. Is there a way to show all finished (i.e. closed) tickets in a specific queue without using the search-function? There are quite a few users that asked me how they could see the tickets their colleagues closed to get an overview over the asked questions. They find the search-function too complex. You can save searches, so you could probably create a predefined search to display what they're looking for. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] unique customer id
Shayne Goldberg wrote: I am configuring OTRS with a list of our customers. I am using the CustomerID field as the Company Name the customer_user is associated with. I am encountering some limitations. I have some customer_users who are associated with more multiple companies (CustomerID's) I have Companies (CustomerID's) associated with multiple customers_users. How can I change these fields to be more flexible or non-unique so that I can have multiple entries for 1 CustomerID and/or Email? It's in the docs: http://doc.otrs.org/2.0/en/html/x1414.html#multi- customer-ids-db 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Default Messages
Prafulla Kumar H.S. wrote: Is there any simple method to change the contents and signatures of the default methods as per our company needs. For questions like these please first check the documentation. http://doc.otrs.org/2.0/en/html/x890.html 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] SMTP
Tom French wrote: Something has changed, as smtp was working of sending emails to the customers. When we send a reply to them now, we get an Error: can’t connect to 192.168.xxx.xxx: Unknown error! Is there a place in the configs to set up the username and password for the email account we are sending thru.? Any ideas what I should be looking for.? You should be looking for the documentation. :o) http://doc.otrs.org/2.0/en/html/c1221.html#email-sending-smtp Can you verify SMTP is working correctly (for instance using your own mail client)? 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Can't locate object method png via package GD::Image
Dennis Kavadas wrote: wow, hadn't even heard of YUM... looks cool. thanks guys You might want to take a look at http://www.fedoralegacy.org/ as well. Red Hat has dropped support for RH9 some time ago, but the guys from Fedora Legacy are still releasing security updates. Maybe not for long, but I guess it's better than nothing. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Can't locate object method png via package GD::Image
Op 13-jun-2006, om 15:42 heeft Dennis Kavadas het volgende geschreven: running it on redhat9.0 Then I'd recommend adding Dag's yum repository and then install perl- GD to get the GD modules. Dag has most CPAN modules available (amongst a lot of other packages), easily installable via yum (or apt if you use that). On 6/13/06, Lemonbit Internet Nils Breunese [EMAIL PROTECTED] wrote: Dennis Kavadas wrote: Yeah, i've run bin/otrs.checkModules and it's not listed (GD::Image, that is) I've also tried installing it manually by downloading it from cpan and building from source, still get the same error though. not really sure whats going on. What OS are you running? I know on Fedora/Red Hat/CentOS you can install the perl-GD package from Dag's repository which has this module. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Could not group the customers
Bipin Das wrote: Hi eveybody, The outside customers sends emails to my OTRS system from various emailIDs. The customers are not able to login through the webinterface. They use their email client or webmail or thirdparty emails (yahoo,gmail) to send their request. Whats my problem is I could not group them. I can receive their request and send the solutions to them successfully. But I could not set a search criteria for them. How can I solve this problem Give the different users (with the different e-mail addresses) the same CustomerID. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Permission problems when accessing SysConfig
Robertino Hermansson wrote: I've run SetPermissions.sh like this: [EMAIL PROTECTED] bin]# ./SetPermissions.sh /opt/otrs otrs apache apache apache I'd try running './SetPermissions.sh otrs apache' and omit the last two optional arguments. Why do you even use apache for the OTRS_GROUP? 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Permission problems when accessing SysConfig
Robertino Hermansson wrote: I have a different OTRS installation on another machine (Fedora Core 3) where httpd runs as the otrs group/user and that is working fine. But that's just a test installation in lab environment. More idéas? I installed OTRS on CentOS 4 using the RedHat RPM and that worked without having to run SetPermissions.sh. What do your webserver logs say? 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Permission problems when accessing SysConfig
Robertino Hermansson wrote: Maybe I should try to get the webserver running as otrs/otrs and see if that helps, don't know if it is possible though. It may be possible, but I have it all working with apache just running as apache. What are the permissions and owners of /opt/otrs/ Kernel/Config/Files/ZZZAAutio.pm on your machine? Mine has: drwxr-xr-x root root (for /opt) drwxrwxr-x otrs apache (for /opt/otrs) drwxrwxr-x apache apache (for /opt/otrs/Kernel) drwxrwxr-x apache apache (for /opt/otrs/Kernel/Config) drwxrwxr-x apache apache (for /opt/otrs/Kernel/Config/Files) -rw-r--r-- apache apache (for /opt/otrs/Kernel/Config/Files/ ZZZAAuto.pm) So yeah, apache should be able to write this file. However, on your system that seems to be a problem: Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied!, referer: http://hostname/index.pl?Action=Admin 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Installation Questions
Hershel Robinson wrote: Could this be a problem with step 6? Webserver configuration? I don't think so but I don't know. All I actually did was add these 2 lines: Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ Alias /otrs/ /opt/otrs/bin/cgi-bin/ to the very bottom of httpd.conf What now? I have this instead: ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ So, a ScriptAlias instead of a normal Alias. That should tell apache to execute the files as scripts, instead of serving them up as text documents. Here's my full vhost configuration for OTRS using mod_perl instead of CGI (much faster): # agent, admin and customer frontend ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options Location /otrs # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all /Location # directory settings Directory /opt/otrs/bin/cgi-bin/ AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all /Directory Directory /opt/otrs/var/httpd/htdocs/ AllowOverride None Order allow,deny Allow from all /Directory You might have to replace Apache::Reload with Apache2::Reload on your system (two occurences), I'm not sure. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Installation Questions
Hershel Robinson wrote: Before I do that, I would like to at least have a more simple version running. As it is, CGI is not running. any other ideas? Maybe the key is Options +ExecCGI? 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] pam_succeed_if: error retrieving information about user otrs
Hello, I recently uninstalled OTRS on a Fedora Core 3 machine, using rpm -e otrs. I restarted apache and also dropped the otrs database as I didn't need that anymore on that machine. After that I kept getting a lot of messages like this in my logwatch emails: crond[799]: pam_succeed_if: error retrieving information about user otrs I thought maybe the user otrs was still on the system with a crontab trying to execute OTRS tasks, so I removed the otrs user (userdel -r otrs). But I'm still getting a _lot_ of messages like the above (only the number changes, I guess that's a pid). Does anyone have any idea what's still left on this system that causes these errors? 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Installation Questions
Hershel Robinson wrote: Apache 1.3.36 is the OFFICIALLY supported version of Apache. 2.x is not supported OFFICIALLY by CPanel and is labeled beta as far as support, so I would suggest being careful trying to use it. You can install whatever you like. However, most likely installing it will most likely not help you as the pre-made RPM distributions are not going to put the files where you want them. The script may have installed a file called /etc/httpd/conf.d/ otrs.conf, however... APACHE is not looking there. Well, I guess you better not use the OTRS rpm provided for FC1,2,3 then. That rpm makes quite a lot of assumptions about your system, but as CPanel/your PVS messed with the system quite a bit your system isn't really looking like a FC2 system anymore. For instance: Fedora comes with Apache2 by default, so the OTRS rpm for FC1,2,3 assumes you're running Apache2. I installed OTRS on several servers running Plesk and at least Plesk doesn't completely change your system around. The OTRS rpm worked just fine on those machines. Any other ideas? I guess the OTRS rpm isn't really going to work on your CPanel box without a lot of tweaking and moving files etc. Maybe you're better off doing an install from the source tarball following the instructions. Yeah, it's more work. Or try a non-CPanel box. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Permissions
Cody Grosskopf wrote: Hi, I am running SuSE 9.3 with otrs 2.0.4..i am having problems with permissions. The only way i can get the web part to work is to make the user wwwrun and so since it the user is wwwrun i cannot run the cron jobs and so the email part does not work. Any ideas on how to get this to work? Thanks There is a script that correctly sets all permissions: /opt/otrs/bin/ SetPermissions.sh (or look in wherever your otrs bin directory is located). Run it like this: # /opt/otrs/bin/SetPermissions.sh OTRS_HOME OTRS_USER WEBSERVER_USER I'd run it like this on my CentOS systems: # /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs apache You would at least use wwwrun for WEBSERVER_USER. 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Installation Questions
Hershel Robinson wrote: I am attempting to install OTRS on a Linux VPS (virtual private server). I have SSH access to the server. I downloaded otrs-2.0.4-01.i386.rpm and installed it and it worked. Well, it claimed to have worked. Unfortunately the URL that it provided me to continue the installation failed--it doesn't exist. A few points to note about this situation: I myself have few Linux skills--nothing more than the Unix basics I used back in college. Furthermore, I know very little about this VPS, as in how precisely it works etc. The VPS support responded thusly when asked what OS the machine runs: Linux host.mzshosting.com 2.6.8-022stab078.1-enterprise #1 SMP Thu May 11 13:51:08 MSD 2006 i686 athlon i386 GNU/Linux That's the answer to what kernel the machine runs, not what OS it is. You might want to cat /etc/*-release. Also, which rpm did you pick? If you don't even know what OS you're running you might have picked the wrong one. The machine is hosted by powervps.com I see they host 4 kinds of control panels. Which one do you have? After the install, the system said to continue here: http://host.mzshosting.com/otrs/installer.pl but mzshosting.com itself doesn't really go anywhere, let alone that URI. So, can anyone tell me how to proceed from here? Use any domain hosted on the server and append /otrs/installer.pl for the location of the installer. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Installation Questions
Hershel Robinson wrote: #cat /etc/*-release Fedora Core release 2 (Tettnang) Fedora Core release 2 (Tettnang) Looks like Fedora Core 2 to me. :o) Also, which rpm did you pick? If you don't even know what OS you're running you might have picked the wrong one. I wrote in my last post: I downloaded otrs-2.0.4-01.i386.rpm and installed it and it worked. Is that what you are asking? Not exactly. If you take a look at http://otrs.org/download/ you'll see that there are seven download links that serve rpms. Which one did you pick? I hope you picked the one for Fedora Core 1,2,3 (or RH8, as it's the same rpm actually). Use any domain hosted on the server and append /otrs/installer.pl for the location of the installer. Tried that now on two domains and both say: The requested URL /otrs/installer.pl was not found on this server. There is a /opt/otrs directory on the server now with all kinds of stuff there, but that's all I can tell you at this point. The rpm installation should have created /etc/httpd/conf.d/otrs.conf which has a ScriptAlias directive that makes sure /otrs/ is linked to /opt/otrs/bin/cgi-bin/. Maybe still you need to restart apache in order to load the OTRS config for apache. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Installation Questions
Hershel Robinson wrote: Not exactly. If you take a look at http://otrs.org/download/ you'll see that there are seven download links that serve rpms. Which one did you pick? I hope you picked the one for Fedora Core 1,2,3 (or RH8, as it's the same rpm actually). I used FTP to get the file straight onto the server and I *think* I used RH8, but I am not 100% certain today. Perhaps I should remove this RPM and reinstall now that I know which is the correct one? Well, since that would probably be not too much work, maybe you better make sure. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Installation Questions
Hershel Robinson wrote: [EMAIL PROTECTED] [/]# rm otrs-2.0.4-01.i386.rpm rm: remove regular file `otrs-2.0.4-01.i386.rpm'? y [EMAIL PROTECTED] [/]# rpm -e otrs error: package otrs is not installed [EMAIL PROTECTED] [/]# rm -rf /opt/otrs [EMAIL PROTECTED] [/]# wget ftp://ftp.otrs.org/pub/otrs/RPMS/redhat/8.0/ otrs-2.0.4-01.i386.rpm --06:42:42-- ftp://ftp.otrs.org/pub/otrs/RPMS/redhat/8.0/ otrs-2.0.4-01.i386.rpm = `otrs-2.0.4-01.i386.rpm.1' Resolving ftp.otrs.org... 217.160.177.88 Connecting to ftp.otrs.org[217.160.177.88]:21... connected. Logging in as anonymous ... Logged in! == SYST ... done.== PWD ... done. == TYPE I ... done. == CWD /pub/otrs/RPMS/redhat/8.0 ... done. == PASV ... done.== RETR otrs-2.0.4-01.i386.rpm ... done. [= ] 11,844,037 733.55K/s 06:42:59 (702.80 KB/s) - `otrs-2.0.4-01.i386.rpm.1' saved [11,844,037] [EMAIL PROTECTED] [/]# ls -l otrs* -rw-r--r-- 1 root root 11844037 May 31 05:07 otrs-2.0.4-01.i386.rpm -rw-r--r-- 1 root root 11844037 May 31 06:42 otrs-2.0.4-01.i386.rpm.1 It seems that in one of your previous FTP sessions you created otrs-2.0.4-01.i386.rpm.1 by downloading otrs-2.0.4-01.i386.rpm while you already had a file by that name in the download directory. You might then have installed the 'old' rpm again. Anyway, after my steps you should be installing the correct version. You can delete the .rpm. 1 file anyhow. [EMAIL PROTECTED] [/]# service otrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... no crontab for otrs failed! Starting OTRS.. Checking httpd ... failed! -- Please start the webserver at first! (service httpd start) -- This seems very strange. What does 'service httpd status' say? Maybe you have some sort of strange custom httpd setup that OTRS doesn't detect. What does 'rpm -q httpd' say? 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Bug in Today display in Calendar??
Steve Hill wrote: I have found that if I select Today within Calendar, it repaints the screen with the most recently shown screen, rather than a day display. This may be a thinko, since Today means (to me) show me the calendar for today (only). I went into 3-month mode and moved ahead a month, then selected Today, which moved it back to the current month (i.e. the month in which today is located.) I tested this on the demo system maintained at http://otrs.org/ demo/ and it behaved the same way. Is this a bug, or just a difference of interpretation of what Today ought to do?? I think this is intended behavior. Seems to work just like iCal on my Mac. I prefer to work in week view and when I click the 'today' button (I'm talking about iCal here) I jump to the week containing 'today'. I actually wouldn't want iCal to switch to day view. I guess the OTRS Calendar works just like that (I don't have it installed). 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Problem downloading incomming mails
Manish Sharma wrote: I find my OTRS is not accepting incoming mails by itself. I have download all my incoming mails manually using “postmasterpop3.pl -f -d 2” And each time I run this module I get this error message Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'SELECT process_ name, process_id, process_host, process_create FROM process_id WHERE process _name = 'PostMasterPOP3'' Looks like MySQL has a corrupted table. You could run myisamcheck -r process_id or enter the MySQL prompt (mysql -u username -p databasename) and run REPAIR TABLE process_id;. Also make sure you didn't run out of disk space. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Backup
Mamakwa M. Sefiri wrote: I am want to do backups the system everyday I read the manual on how to back and when I run this command line ./backup.pl -d /backup/ I get an error directory:/backup Did you create /backup? I guess not. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Backup
Op 18-mei-2006, om 14:42 heeft Mamakwa M. Sefiri het volgende geschreven: I have create a folder /backup under opt/otrs/sripts and it still gives me the error. /backup is a folder under /, not under /opt/otrs/scripts, so what you're trying won't work. Where to you want to backup to? To /backup or /opt/otrs/scripts/backup (or maybe somewhere else)? Maybe you need to familiarize yourself with the difference between absolute and relative paths. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Queue ID in ticket number or hook?
Richard Hinkamp wrote: A customer of us does support for multiple customers of his. Every customer has his own queue with all the settings and e-mail addresses etc. He wants the ticket number or hook to contain a part of the queue name. So when someone calls and says I have ticket nr XYZ-0123456, he knows it's a XYZ customer. Is this possible? Maybe I could write a new ticket number generator, but I don't know if the queue is known at the moment of ticket number generation. And what to do when the ticket changes queue? My feeling is that it's not a smart thing to try, since a ticket is not locked to a certain queue and changing ticket numbers when changing queues seems really awkward to me. Any thoughts on this? I think this would indeed involve some serious hacking on OTRS. I guess he just needs to seach for ticket 0123456 (or the name of the customer or whatever) and then see what type of customer is on the other end. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] funny charectors
Mamakwa M. Sefiri wrote:
I am getting funny characters on the emails send to the system.
I have put in $self -{‘DefaultChatset’}; in Config.pm, I thought
the problem will be solved.
It is DefaultCharset and you have to give the variable a value. I
have this set:
$Self-{DefaultCharset} = 'iso-8859-1';
Instead of iso-8859-1 you can set the charset you need.
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Re: [otrs] otrs Error
Brian Ronk wrote: After a while away, I finally got back to working on getting OTRS up and running. Which I do, for the most part. But, I am getting an error right now for 2 things: SysConfig, and Package Manager when I click on them in the Admin area. I have it running on Ubuntu 6.06 beta 2, using the precompiled package for Ubuntu. At first I had a permissions error when I clicked on either, but I got that worked out. Here is the error now: Software error: Can't locate object method new via package XML::Parser::Lite at ../..//Kernel/System/XML.pm line 781. For help, please send mail to the webmaster ([EMAIL PROTECTED]), giving this error message and the time and date of the error. I'm sure I'm just missing something, but I'm not sure what right now. I might need to get a list of directories to show you where things are. It seems like they are all over the place, so that could be part of the problem. Please search the list archive first. This question has been asked a number of times now. The error means you don't have the XML::Parser::Lite Perl module installed. Install it using your package manager of get it from CPAN. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] how to get web requests?
Alexander Kardailsky wrote: Let's try one more time. ;) Is it possible to configure otrs that I will receive to my email address all requests that customers send through web form? You could set up a notification for new tickets? Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] ticket time units
Alan McKeown wrote: Have started using OTRS in a limited sort of way as I am still truggling with some details on set-up. In the create ticket screen at the bottom there is a time units section. What does this mean? is it hours spent? It is whatever unit you decide to use in your environment. In my company we use it for minutes spent. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Email Customer
Olivier BATARD wrote: Could you tell me how I Can use the same email address for several customer ? I think that would involve some serious hacking. Why would you be able to do that? Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Email Customer
Olivier BATARD wrote:
We want to centralize customers mail addresses in one mail address,
because users (150) don't have mailbox and no mailing system.
Do you have another solution ?
Kernel/Config/Defaults.pm has
$Self-{CheckEmailAddresses} = 1;
I'd put the following in your Kernel/Config.pm to override this setting:
$Self-{CheckEmailAddresses} = 0;
Nils Breunese.
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Re: [otrs] AdminSysconfig error
Steve Hill wrote: When I click on the SysConfig link on the admin menu, I get: Software error: Can't locate object method new via package XML::Parser::Lite at ../..//Kernel/System/XML.pm line 781. Anyone care to hazard a guess how to fix this?? My guess is that you didn't install all the required modules. Check the docs for a complete listing of Perl modules. Run /opt/otrs/bin/ otrs.checkModules to check if all required modules are on your system. On my CentOS install I have the perl-XML-Parser package that makes sure I don't get the error message above. :o) Your distro might need a package under another name though. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Email character set
Jason Loven wrote:
What was the option that changed the character set? I’m getting
emails with funny character codes in them.
Set $Self-{'DefaultCharset'} in Kernel/Config.pm.
Nils Breunese.
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Re: [otrs] Retrieving intact initial message
Paul Dale wrote:
That said, I want to retrieve emails that are in the TTS intact with
headers. Optimally the exact message that was fed into the system.
Is that
accessible?
What I'm doing now is using the Kernel::System::Ticket Object, but
as far as
I can see that doesn't have the header.
print From: . $Ticket{From} . \n;
print To: . $Ticket{To} . \n;
print Subject: . $Ticket{Subject} . \n;
print $Ticket{Body};
Gives me the most of it ... but I really need to get at the
headers ...
When you're looking at a ticket you can click a link to display the
email without formatting. This gives me all the headers and even a
download link.
Nils Breunese.
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Re: [otrs] Re: How to set debug??
Alexander Scholler wrote: You have to know to right place for your Config.pm that is in use. I did the manual source-installation, created a user OTRS with ~=/ opt/otrs, all OTRS-stuff is installed within the home directory, so I use /opt/otrs/Kernel/Config.pm. I don't know the file-positions used through the OTRS-RPM- installation. The rpm installs in /opt/otrs as well. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Need help to install OTRS i am using cPanel
Le Minh Ngoc wrote: I just look around for a helpdesk system and found OTRS have alot of features. But unlucky, i can not install it on my site yet. Could anyone help me to install OTRS using cPanel ? If it possible please teach me step by step. Do you have root on the server or just a hosting account? cPanel doesn't really have anything to do with installing OTRS though. You'll need an SSH connection to your server and install a package or install from a source .tar.gz. Just check out the documentation: http://doc.otrs.org/2.0/en/html/c218.html 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Need help to install OTRS i am using cPanel
Le Minh Ngoc wrote: I just on cPanel hosting only. This will be hard. The documentation assumes you have root access to the server you're installing OTRS on. There was someone on this list who mentioned he got it working on a shared hosting account some time ago, but not without some co-operation of the server administrator. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
