Re: [otrs] otrs-web setting in conf files
I figured it out. I needed to add:
# Frontend::WebPath
# (URL base path of icons, CSS and Java Script.)
$Self-{'Frontend::WebPath'} = '/otrsnew-web/';
in Config.pm
-sharif
On Tue, Mar 23, 2010 at 2:52 PM, sharif islam sharif.is...@gmail.com wrote:
Hi,
I am testing a newer version of OTRS in the same machine that has the
current installation. Hence I created otrsnew.conf in httpd conf which
has:
ScriptAlias /otrsnew/ /otrsnew/bin/cgi-bin/
Alias /otrsnew-web/ /otrsnew/var/httpd/htdocs/
However, when I go to /otrsnew/index.pl and login, all my images and
css stylesheets are messed up. Looking at the source reveals that the
page is still pointing to otrs-web instead of otrsnew-web
!--stop MetaLink -- link rel=shortcut icon
href=/otrs-web/images/Standard/product.ico type=image/ico/ link
href=/otrs-web/css/Standard/agent.css rel=stylesheet
type=text/css/
Where else do I need to change the name?
thanks,
--sharif
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[otrs] Bad address at Log.pm line 230?
Hi,
I am trying to upgrade OTRS. I am running the new installation in the
same machine that I have the current installation which I am running
with mod_perl. So I disabled mod_perl for the new installation. I get
this error when I try to test it:
Bad address at /otrsnew/bin/cgi-bin/../../Kernel/System/Log.pm line 230.
my $String = '';
if ( $Self-{IPC} ) {
Line 230:-shmread( $Self-{Key}, $String, 0, $Self-{IPCSize}
) || die $!;
}
Here's what I get for ipcs -m
-- Shared Memory Segments
keyshmid owner perms bytes nattch status
0x 491520 gdm 600196608 2 dest
0x02a622c7 65537 root 7771 0
0x02a622c6 98306 root 7774096 0
0x02a6232a 524291 apache7771 0
any idea?
--sharif
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[otrs] Two otrs installation in one machine
Hi, I am in the process of upgrading OTRS from 2.1.3 to 2.4.5. I am also upgrading the mysql from 4.1 to 5.0. I am at a loss why I can't point to the new installation. T The web and perl files are in machine1 (RHEL, apache) , 4.1 database is in machine2 and 5.0 is in machine3. I created a new directory in machine1, pointing to the 5.0 database in machine3 in Config.pm. However, when I go to access the new otrs, it i still grabbing the current information from 4.1 database. I have done all the part needed for the database upgrade (sql dump, import, check, repair, run the otrs upgrade script). I have done all these in machine3. This is my current setup with otrs 2.1.3 and mysql 4.1: PerlRequire /web/mycurrentotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrs/ /web/mycurrentotrs/bin/cgi-bin/ Alias /otrs-web/ /web/mycurrentotrs/var/httpd/htdocs/ I have created a new conf file for apache pointing to the new/test installation in the same machine (this is for otrs 2.4.5 and mysql 5.0) PerlRequire /web/mynewotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrsnew/ /web/mynewotrs/bin/cgi-bin/ Alias /otrs-web/ /web/mynewotrs/var/httpd/htdocs/ However, when go to: http://mywebserver/otrsnew/index.pl it still points to the current database in machine2 (I was expecting some error messages). [For the test, I took a mysqldump from a week ago so in the new/test installation the data should be old.] It seems not be reading the information from the new folder ( I have some extra authentication script in Config.pm based on modperl which I have copied to the new Config.pm) Any idea? maybe there is some session variable in the web server that is pointing to the current directory. thanks, --sharif - 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] Two otrs installation in one machine
On Thu, Jan 14, 2010 at 10:26 AM, Michiel Beijen michiel.bei...@otrs.com wrote: Hi Sharif, Unfortunately, if you use mod_perl, you are limited to running one OTRS instance per apache host. You can only have one module per apache instance, so it will cache your database settings, and use them for both OTRS instances. You could set up two apaches, or disable mod_perl. Ah!, yes, I am running mod_perl. Thanks for the response. I will try to setup another apache for test. --sharif - 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] Disabling notification
On Tue, Apr 1, 2008 at 1:58 AM, Shawn Beasley [EMAIL PROTECTED] wrote: Hi, sharif islam schrieb: Hi All, 2) owner/responsible: assigning owner and responsible sends two notification. we have both turned on. The setting for automatic notification to the customer are set in the queue settings. Sorry, I meant notification to the agent. It is generated two notes when we change owner and responsible agent. --sharif ___ 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] Disabling notification
On Tue, Apr 1, 2008 at 8:51 AM, Shawn Beasley [EMAIL PROTECTED] wrote: sharif islam schrieb: On Tue, Apr 1, 2008 at 1:58 AM, Shawn Beasley [EMAIL PROTECTED] wrote: Hi, sharif islam schrieb: Hi All, 2) owner/responsible: assigning owner and responsible sends two notification. we have both turned on. The setting for automatic notification to the customer are set in the queue settings. Sorry, I meant notification to the agent. It is generated two notes when we change owner and responsible agent. Deactivate the note function using the Sysconfig, this will prevent two notes from being sent. Which version are you using? Which module is that under? we are using an old version: 2.1.3. --s ___ 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] Disabling notification
Hi All, I am trying disable some auto-notification, not sure where to set it. Also if this is possible for specific queues rather than system wide. 1) merge ticket: Currently merging tickets sends a note to the customer. we would like to disable this 2) owner/responsible: assigning owner and responsible sends two notification. we have both turned on. thanks. --s ___ 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] multiple email in one queue
On Thu, Mar 27, 2008 at 6:58 AM, Arnold Ligtvoet [EMAIL PROTECTED] wrote: -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of sharif islam Is it possible to assign multiple email addresses to one queue? Depends on incoming or outgoing is intended. We use multiple addresses that all handle incoming tickets in one queue (support/sales/porting go to 1 queue). Outgoing messages (sent from one queue) cannot have different addresses per subject. We've solved this by creating multiple sub-queues within the main queue. All of the sub-queues then have their own email address. incoming. I also have sub-queues. But we want email1 and email2, both going into the main queue. Another user mentioned aliases, but I thought it needs to be a proper email account, not an alias. --s ___ 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] multiple email in one queue
Is it possible to assign multiple email addresses to one queue? --s ___ 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] issue with Responsible
Hi, We are having some issues with the Responsible feature It seems that if the agent even moves the ticket to another queue it marks him/her as responsible. Is there a way around it? The issue is in this case, the actual responsible agent is the owner, not the agent that moved the ticket. So the 'responsible' agent getting follow up notification that they don't need to see. --sharif ___ 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# in Subject
Hi, I want to modify the subject line in the automated and follow up responses. I know when I reply, I can manually change it. But I was wondering if this can be changed system wide. Re: [Ticket#200710041201] Computer is broken to Re: Computer is broken --sharif ___ 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] customer_id change
I needed to change the customer_id from an existing user. This is what I did: (2.0.1) 1) Create a new user 2) Disabled the old one 3) Transferred the existing ticket to the new id. mysql update ticket set customer_id='new_id' where customer_id='old_id'; 4) Now the email address is still pointing to [EMAIL PROTECTED] For that I need to update the article table. Is there a better way to handle this? thanks. --sharif ___ 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] Error: Access denied for user: '[EMAIL PROTECTED]' (Using password: YES)
Check your mysql user settings. The user 'otrs' probably don't have permission. check the db, and host table in mysql database. On 7/26/05, Chaden Hite [EMAIL PROTECTED] wrote: I am getting the following error when I try to access OTRS I am using MySQL as the backend DB, SUSE 9.1 for the OS, pointing to Active Directory for authentication access it seems like the user OTRS has lost access through my DB but I cannot seem to get it working I have rebooted the server as well as the apache and otrs services several times any ideas? here is the full error: Error: Access denied for user: '[EMAIL PROTECTED]' (Using password: YES) Comment:Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Tue Jul 26 09:14:59 2005 Message: Access denied for user: '[EMAIL PROTECTED]' (Using password: YES) Traceback (1774): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: Apache::ROOT::otrs::index_2epl::handler (v1.73) Line: 123 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 thanks in advance for your help!!! ___ 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] Change default Empty Answer
In the admin area under Queue Responses, you can set custom Auto Response for queues. Check AutoResponse-Queue. On 7/18/05, Hamish [EMAIL PROTECTED] wrote: Hello How can I change the contents of the default empty answer (available when zoomed in to a ticket, Compose Answer(email) * empty answer). I keep getting users sending thank-you emails back, which open up new tickets etc, I just want to add a line asking them not to do this. Thanks, H ___ 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 notifications for new tickets in queue
Each agent can edit their preference settings: Send me a notification if there is a new ticket in My Queues. And My Queues can also be set from the same page. If you want a email notification send to several people then you can create a email alias (provided you have admin access to your mail server). Then create a generic agent account and put that alias as email address. And for that Agent set the preference as above. I am not sure if there's a easier way to do this. --Sharif On 7/13/05, Jason Lixfeld [EMAIL PROTECTED] wrote: Hello, OTRS is great. Very robust. Kudos to the dev team! Question: Is it possible to have OTRS notify either a queue specific email address or email the agents who are in the same group as the queue group when a new ticket is opened and/or a new request hits a queue (but does not auto-generate a ticket)? Basically, this question stems from a requirement to not require agents to necessarily be tied to their web browser in order to be notified of new tickets. Thanks in advance. -- Sharif Islam Research Programmer University of Illinois, Urbana-Champaign Library Systems Office217-244-4688 ___ 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 Age data
On 7/12/05, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: you'll need to look at ticket_history. But search for all the rows that havfe that same ticket_id. After that, you just need to find the create action and the close... and do the math. So here's my data. The ticket was created on 11-19 10:06 and closed 11-19 10:46. I am not sure how I can do the math with a SQL statement. I need to do something like this select timediff(2004-11-19 10:46:06 ,2004-11-19 10:06:0) | ticket_id | create_time | change_time | 1444 | 2004-11-19 10:06:07 | 2004-11-19 10:06:07 | | 1444 | 2004-11-19 10:06:07 | 2004-11-19 10:06:07 | | 1444 | 2004-11-19 10:06:07 | 2004-11-19 10:06:07 | | 1444 | 2004-11-19 10:44:15 | 2004-11-19 10:44:15 | | 1444 | 2004-11-19 10:44:15 | 2004-11-19 10:44:15 | | 1444 | 2004-11-19 10:46:06 | 2004-11-19 10:46:06 | | 1444 | 2004-11-19 10:46:06 | 2004-11-19 10:46:06 | | 1444 | 2004-11-19 10:46:06 | 2004-11-19 10:46:06 | | 1444 | 2004-11-19 10:46:06 | 2004-11-19 10:46:06 ___ 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 Age data
On 7/13/05, sharif islam [EMAIL PROTECTED] wrote: On 7/12/05, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: you'll need to look at ticket_history. But search for all the rows that havfe that same ticket_id. After that, you just need to find the create action and the close... and do the math. [...] | ticket_id | create_time | change_time | 1444 | 2004-11-19 10:06:07 | 2004-11-19 10:06:07 | | 1444 | 2004-11-19 10:06:07 | 2004-11-19 10:06:07 | | 1444 | 2004-11-19 10:06:07 | 2004-11-19 10:06:07 | | 1444 | 2004-11-19 10:44:15 | 2004-11-19 10:44:15 | | 1444 | 2004-11-19 10:44:15 | 2004-11-19 10:44:15 | | 1444 | 2004-11-19 10:46:06 | 2004-11-19 10:46:06 | | 1444 | 2004-11-19 10:46:06 | 2004-11-19 10:46:06 | | 1444 | 2004-11-19 10:46:06 | 2004-11-19 10:46:06 | | 1444 | 2004-11-19 10:46:06 | 2004-11-19 10:46:06 ok, how about this? mysql select max(change_time),min(create_time),datediff(max(change_time),min(create_time)) from ticket_history where ticket_id=1444; +-+-+-+ | max(change_time)| min(create_time)| datediff(max(change_time),min(create_time)) | +-+-+-+ | 2004-11-19 10:46:06 | 2004-11-16 16:38:14 | 3 | +-+-+-+ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Ticket Age data
Which tables stores the ticket age? I am interesting in the closing time and how long the ticket stayed in the queue. I tried time_accountiung and ticket_history. mysql select * from time_accounting where ticket_id=197; ++---++---+-+---+-+---+ | id | ticket_id | article_id | time_unit | create_time | create_by | change_time | change_by | ++---++---+-+---+-+---+ | 64 | 197 |472 | 1 | 2004-08-13 10:30:55 | 10 | 2004-08-13 10:30:55 |10 | ++---++---+-+---+-+---+ 1 row in set (0.00 sec) mysql select id, ticket_id, create_time, change_time from ticket_history where id=1815; +--+---+-+-+ | id | ticket_id | create_time | change_time | +--+---+-+-+ | 1815 | 197 | 2004-08-12 11:42:58 | 2004-08-12 11:42:58 | +--+---+-+-+ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Export Search result in CSV
Hi,
I am trying to export the search results (from the agent area) to a
file. I need all of the information regarding a ticket that shows up
in the result. I tried few things so far.
1. SystemStatsGeneric.pm (Kernel/Module)
https://myotrshost/index.pl?Action=SystemStatsGenericCSV=1
This had a SQL query
__START CODE___
my $CSVFile = 'csv-file';
my $SQLLimit = 5000;
#my $SQL = qq|SELECT * FROM system_user|;
my $SQL = qq|SELECT * FROM search_profile|;
my $Group = 'stats';
___END CODE__
Can I create my own query here and generate a file. I tried all from
search_profile table. But that only has profile_key. I need the body
of the article.
2. There was a similar thread few weeks ago. From that I gathered I
need to add this piece of code in my Config.pm
___START CODE___
# AgentUtilArticleTreeCSV
# export also whole article tree in search result export
# (take care of your performance!)
# [default: 0]
$Self-{AgentUtilArticleTreeCSV} = 1;
# AgentUtilCSVData
# (used csv data)
$Self-{AgentUtilCSVData} =
['TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',
'UserFirstname','UserLastname','CustomerID','CustomerName','From','Subject',
'AccountedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','TicketFreeText2',
'TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFreeText4','TicketFreeKey5','
TicketFreeText5','TicketFreeKey6','TicketFreeText6','TicketFreeKey7','TicketFreeText7',
'TicketFreeKey8','TicketFreeText8','ArticleTree','']
END CODE___
I guess I can add different field names above and get desired output.
How can I tell which tables are these fields coming from? And how do I
generate the CSV? Can I URL like my other example:
https://myotrshost/index.pl?Action=SystemStatsGenericCSV=1
Thanks.
--Sharif
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