Re: [otrs] Virtual hosting and OTRS

Hello! You'll need to enable mod_alias in Apache (or Apache2). Then you could use something like this: [---] Perlrequire /usr/share/otrs/otrs-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk #PerlModule Apache::Reload #PerlInitHandler Apache::Reload #Use

Re: [otrs] www.otrs.org down?

Hi! Same problem for me since yesterday. I'm using a DSL line and a Frame Relay from Spain. Seems as if "lulu.otrs.org" was having problems with it's web server. It doesn't seem to be a DNS problem, AFAIK. Bye, On 27 Sep 2005 at 11:40, Carlos Echavarria wrote: > Greetin

Re: [otrs] Direct access though apache2

Hi! > I'd like to have OTRS server up directly by my web server. For > instance, I'd like to go to > > http://otrs.mydomain.com > > and have the login right there. However my machinations with apache2 > virtual host definitions have just not accomplished what I am trying > to do.

Re: [otrs] Stopping certain email notifications being sent out to clients

Hello, On 27 Jul 2005 at 22:38, Des Quinn wrote: > Is this possible or is there a better way of accomplishing what I am > after. I had a similar issue some time ago and used this approach, as I was not using the "pending reminder" state. If you use a "state type" of "pen

Re: [otrs] OTRS::Core::Error! Please help

On 27 Jul 2005 at 20:36, Nicolas Motte wrote: > I launch CheckDB.pl and i have > > DBI connect('database=otrs;host=intranet.sales.com;','root',...) > failed: Host 'intranet.marketing.com' is not allowed to connect to > this MySQL server at /opt/otrs/Kernel/System/DB.pm line 245 ERROR: > OTRS-Check

Re: [otrs] Re: Stats icon not appearing

On 26 Jul 2005 at 17:38, Ravi AHUJA wrote: > No, graph option is working only for option ( Trace system > activities (Replacement of old bin/mkStats.pl), but when i try to > generate for for remaining two ( New created tickets for each queue > in selected month) & (Overview of the tickets in queue

Re: [otrs] Date format in otrs

On 26 Jul 2005 at 11:34, Hamish wrote: > Hi > Is there a way to change date format in OTRS? It is currently > mm/dd/ - we use dd/mm/ for everything else, so it gets > confusing! Thanks, Hamish It's a setting defined in the language file that you're using. For example, in spanish

Re: [otrs] Re: Stats icon not appearing

On 26 Jul 2005 at 15:38, Ravi AHUJA wrote: > GD has been configured properly as for option ( Trace system > activities (Replacement of old bin/mkStats.pl) stated below, it is > working fine & i have also checked with $OTRS/bin/otrs.checkModules , > it shows me all modules of GD installed.

Re: [otrs] Re: Stats icon not appearing

On 26 Jul 2005 at 13:42, Ravi AHUJA wrote: > Software error: > > Can't call method "png" on an undefined value at > /opt/otrs//Kernel/Modules/SystemStats.pm line 342. > > For help, please send mail to the webmaster ([EMAIL PROTECTED] > ), giving this error message and

Re: [otrs] Re: Stats icon not appearing

Hi! On 26 Jul 2005 at 9:47, Ravi AHUJA wrote: > I am new member to group, i have even checked the modules by otrd > check modules, every module is installed, but stats menu is not commin > on admin interface. Pls help Check that your username belongs to a group that has permission

RE: [otrs] Accessing Attachments saved to FS outside of OTRS

Hi!! On 21 Jul 2005 at 10:45, Keith Mitchell wrote: > *bump* never got an answer on this one... I remember thinking about replying, but I didn't! Lets go... > -Original Message- > Is there an easy way to access attachments saved to the FS from > outside of OTRS?

Re: [otrs] Can I see ALL the System Log entries?

On 20 Jul 2005 at 5:28, Wes Plate wrote: > # LogModule # > # --- # > # (log backend module) > $Self->{LogModule} = 'Kernel::System::Log::SysLog'; > #$Self->{LogModule} = 'Kernel::System::Log::File

Re: [otrs] Can I see ALL the System Log entries?

Hello! On 18 Jul 2005 at 10:28, Wes Plate wrote: > > OTRS 1.3 > > /otrs/index.pl?Action=AdminLog > > When I look at the System Log, I can see recent events, but is there a > way I can go somewhere to see the ENTIRE log so I can research events > that didn't only just happen very-recent

Re: [otrs] Web error

Hello! On 18 Jul 2005 at 15:31, Brian Ronk wrote: > I'm getting a web error, and I can't figure out what it means or how > to fix it.  "Redirection limit for this url exceeded.  unable to load > the requested page.  This may be caused by cookies that are blocked." I

Re: [otrs] Email too big...

On 11 Jul 2005 at 13:03, Atte André Jensen wrote: > I realize that this warning also show up in the html interface for the > system administrator, but wouldn't it be appropriate if the system > would notify the administrator in some way, for instance by email. It > would be nice, so we avoid havin

Re: [otrs] Email too big...

Hi! > Jul 11 10:50:23 localhost OTRS-PM3-10[24298]: > [Error][main::FetchMail][Line:153]: Can't fetch email 2 from > Email to big (6560 KB - max 6144 KB)! > > I'd like to set that limit higher, but I can't figure out where it's > done, so if somebody could help I'd really appreciate

Re: [otrs] Multi-Homed OTRS

Hi! > You have it correct, there would be two (or more) different sites for > complete site failover no shared IPs etc... > I.e. if City A gets a blackout, City B should still be fine. If you access to your OTRS service via DNS, you're going to have some service downtime, because

Re: [otrs] show owner in sort ticket desc

Hi! > How can I show owner in sort ticket Overview. In fact, see Ticket > Agent > Owner when I "click" in My-Queue. If you're using the "Lite" queue view, after this lines (around line 108 of TicketViewLite.dtl): $Text{"Priority"}: $Q uote{"$Text{"$Data{"Priority"

Re: [otrs] Multi-Homed OTRS

> Victor, > > Thanks for the response and I apologize for the confusing language. Don't worry... probably it's my fault as I haven't sleeped enough... > Basically, what I am asking is if a hot backup site can be configured. > I.e. Site A has the main OTRS service and Site B has a backup

Re: [otrs] Multi-Homed OTRS

Hi! > I've searched through the archives and haven't found anything on this > yet. Has anyone managed to set up OTRS in a multi-homed setting? If > so, how would you go about this? What do you mean with "multi-homed"? Sorry, I don't speak english natively and I don't really kn

Re: [otrs] Nothing there?

Hi! > Debian: 3.1 (Sarge) > OTRS: 1.3.2 > Apache: 2.0.54-4 > mod_perl2: 1.999.21-1 As I update my systems from time to time, this are the versions I have currently working in my setup: - Debian Sarge (unstable, hasn't been upgraded to final yet) - Apache2 v2.0.53-5 - mod_perl2

Re: [otrs] is it possible to connect two OTRS systems?

On 16 Jun 2005 at 9:11, Moritz Bunkus wrote: > Hey, > > a colleague of mine thinks that it is possible to connect two different > OTRS systems, e.g. those of two companies. The idea is that tickets can > be moved from one system to the other. Unfortunately I haven't found > anything about that in

Re: [otrs] Pointers/Examples on customer integration

On 14 Jun 2005 at 16:46, Jeremy Blain wrote: > We're looking to add otrs to an existing system, which contains large > amounts of customer information. > > The customers all have a unique identifier, and I would like to be > able to use that same identifier in otrs. > > Basically, I want to keep

Re: [otrs] Ticket number format

On 14 Jun 2005 at 16:53, Alvaro Lopez wrote: > Ok, now my boss want that Ticketnumber be with the following format > Date+number. now format is Date+99+number. Number must be no more for > three digits, yes, I know, it's 999 tickets but > The Question is, how to remove this "99" fr

Re: [otrs] mod_perl 1.99_09 compatibility

Hi! Read this and give it a try: http://lists.otrs.org/pipermail/otrs/2005-February/007379.html Regards, On 30 May 2005 at 12:03, Carl Swart wrote: > Hi, > > I know mod_perl 1.99_09 is very old, but unfortunately I have to stick with > it. > > Is OTRS 2.0.0 beta 2 c

Re: [otrs] question about queues

On 27 May 2005 at 14:20, Jerome Alet wrote: > > If I remember correctly, there's one way... let me find it... Yes, > > it's called > > "CustomerPanelOwnSelection". It's something like: > > > > # CustomerPanelOwnSelection > > # (If this is in use, "just this selection is valid" fo

Re: [otrs] question about queues

AFAIK, that option is just for mail tickets (read as received by mail by OTRS), a not for the ones created through the web interface... On 27 May 2005 at 12:25, Jerome Alet wrote: > On Fri, May 27, 2005 at 11:39:37AM +0200, Yann Richard wrote: > > > > # PostmasterDefaultQueue > >

Re: [otrs] question about queues

On 27 May 2005 at 11:47, Jerome Alet wrote: > > With OTRS you don't need to access the database directly, except in > > very rare > > occasions (disaster recovery, corrupted tables, etc). > > I beg to differ. > > Having relational integrity constraints is an important part of having > a

Re: [otrs] Apache2 connection refused

mer.pl > Order allow,deny > Allow from all > > > I have a feeling that if I can get Apache::DBI to work, then things > will start working, but that's my block at the moment it seems. I > must be missing something, but I have no clue what at the moment. Any > thought

Re: [otrs] question about queues

Hi! With OTRS you don't need to access the database directly, except in very rare occasions (disaster recovery, corrupted tables, etc). To disable the default queues you have 2 options: - Rename them to something usefull for you. - Disable them, so they won't be shown (mark as i

Re: [otrs] Otrs mobile phone access

Hello! You're best bet would be to make your own theme, editing the dtl files: http://doc.otrs.org/1.3/en/html/dtl-theme.html The "lite" theme would be a good start point, as it's really simple, but it may necessary to make it more compatible with the mobile pho

Re: [otrs] Apache2 connection refused

Hi! It seems that you haven't installed the "Apache-DBI" package... or Apache2 is unable to find it. I haven't used Gentoo (yet), but I suppose that all you need is to "emerge Apache-DBI" to solve this issue. At least that seems to be the name for the package: http://packages

Re: [otrs] customer password hashing algorithm

Hi! As by: http://dev.mysql.com/doc/mysql/en/encryption-functions.html http://dev.mysql.com/doc/mysql/en/password-hashing.html It seems that the passwords used by OTRS is the "password()" function in MySQL and you won't be able of using your actual client

Re: [otrs] Move_into permission

Hi! If you choose a discrete user on the other group (say, "group2"), you'll also need to allow the "change_owner" permission. OTRS will move the ticket to the new queue (owned by "group2") and then change the owner to someone else you choosed from "group2". That's why you'll

Re: [otrs] 1.3.2 installation failure on FreeBSD 4.9

Hi! I would start looking at Apache config... do you have anything else in the apache logs? (look for them in httpd.conf, ErrorLog directive) Maybe the problem is related to the environment inside the jail: filesystem permissions, some perl environment variable (lib path

Re: [otrs] Permission

Hi! I haven't read all your thread, but If you're not using mod_perl, it should be enough to put something like: Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" in httpd.conf, but not into the directives. For more

Re: [otrs] Re: [dev] How to make Email field in the add user page to take null value.

); > I am able to see UserEmail field at the mysql command line output of > user_preference table. Preference key column has the "UserEmail" and > the email address is under preferences_value. > > Can any one tell me how this field can be made null. First time i have > c

Re: [otrs] Attachments in otrs

Ummm... You're missing something there (exactly in Config.pm): $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageFS'; $Self->{ArticleDir} = '/usr/share/otrs/var/article'; You must specify that you want to use the filesystem to store the articles ;)

RE: [otrs] Question abount Apache 2 e mod-perl-2

Hi! I haven't tried v2.0 yet, but I had the same problems with v1.3.2 and mod_perl2. Now it is working perfectly using the settings posted here: http://lists.otrs.org/pipermail/otrs/2005-February/007379.html I'm almost sure that it will work for v2.0 too.

Re: [otrs] problem with sending mail

Hi! It would be interesting if you do what Ashish told you in reply to your mail and let us know if with this setting your mail is finally delivered or not. Remember to restart apache! I would bet that you're having trouble with DNS resolution on the OTRS box, as by

Re: [otrs] System Logs

Hi! If you used the default settings they would probably be in your syslog (tipically: /var/log/messages or /var/log/syslog). You may also find some logs about OTRS in your apache logs. But, usually syslog doesn't store logs for a long time, as they are recycled from time to tim

Re: [otrs] Introduction

Hello! Some quick answers below... On 27 Apr 2005 at 20:35, Carlos Echavarria wrote: > > Q#2: > > > > You can't delete users, but you can disable their access, > > effectively deleting them. Since OTRS is a database, if you wanted > > to delete a user you would have to delete a

Re: [otrs] Bulk Action JavaScript Dialog

Hi! Use this in Config.pm: $Self->{FrontendBulkFeatureJavaScriptAlert} = 0; Regards, PD: restart apache if you're using mod_perl! On 22 Apr 2005 at 17:34, Maher, John wrote: > We're testing an upgrade to 1.3.2 -- we're having a number of issues > that I'm su

RE: RE: [otrs] Can't re-login after 'Session has timed out. Please login again.'

Hello, There are some differences if you hadle sessions via IPC, FS or DB. The first one is possibly the fastest, as everything is in memory. FS is a bit slower (uses the harddisk) and DB is the slowest (but I suppose that it has any benefits over the other two ;) , but both

Re: [otrs] Pending closed tickets

nothing changes. Is there a way to stop that? The > problem is that an other ticket comes with the same error... > > Many thanks in advance, > PHRoth > > >Date: Thu, 21 Apr 2005 11:06:28 +0200 > >From: "Victor Rodriguez Cortes" <[EMAIL PROTECTED]> >

Re: [otrs] Manageing queues

Hi! Read this from the docs: http://doc.otrs.org/1.3/en/html/permission.html And afther that, look at the Admin GUI, you'll find there everything you need to click ;-) Basically, you need to create a new group, put user Alpha into it and assign permissions to queues "U

Re: [otrs] Pending closed tickets

Hello, This should not happen, because if you close a ticket it's status is no longer "pending reminder". I've just closed (succesfully) one ticket that was "pending reminder", let's see if I receive any mail reminding me about it. The cron job has been executed and I didn't r

Re: [otrs] Note - Internal

Hello! You have to add something like this to your Config.pm: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, }; Look for "defaults for add note" in Defaults.pm for a complete description! Bye! On 20 Apr 2005 at 9:

RE: [otrs] Can't re-login after 'Session has timed out. Please login again.'

Hi! I don't have TimeZone defined in Defaults.pm or Config.pm and OTRS is using local time as default. Why are you using such setting for TimeZone? Maybe it would be a good idea to try "Kernel::System::AuthSession::FS", so OTRS will manage sessions by itself and hopefull

Re: [otrs] Gentoo install

Hi! If you have everything you need (Apache, Mysql, perl, mod_perl if you want to use it, and maybe some other little bits...), you should be able of pointing your browser to http://address/otrs/installer.pl and begin setting up otrs. You should also find some other dire

Re: [otrs] Only e-mail tickets from valid customers

Hello, As far as I know, it's a feature that will be present on v2.0. In "doc/TODO": [...] - prevent unauthorized person submit ticket via email via PostMaster*.pl [...] Bye! On 9 Apr 2005 at 4:49, Roberto Giana wrote: > Hi > > I'm using OTRS 1.3.2. > > Is there a w

Re: [otrs] Newbie Install Questions

Hi! Just some quick awnsers... > Questions: > 1) Our ISP hosts our site from the following platform: [OS]FreeBSD > [webserver] Apache/1.3.28 (Unix) PHP/4.3.6 mod_ssl/2.8.15 > OpenSSL/0.9.7c. I notice that the OTRS RPMs do not mention FreeBSD. Will > any of them work installing int

Re: [otrs] changing ticket owner makes it disappear for others

cked tickets > > .. > > thx for your help! > > Chris > > Victor Rodriguez Cortes wrote: > > Hello! > > > > You can view all locked tickets in queue view using this setting in > > Config.pm: > > > > $Self->{ViewableLocks} = ["

Re: [otrs] Preferred method for backup and disaster recovery

! Regards, On 7 Apr 2005 at 12:58, Alessandro Ranellucci wrote: > On 7-04-2005 at 12:24, Victor Rodriguez Cortes wrote: > > >(I'm using a custom apache2-perl- startup.pl to "compile" OTRS at > >startup time, the app is a LOT faster this way but it takes about &g

Re: [otrs] otrs

Hi! Take a look at this message posted previously on the list: http://lists.otrs.org/pipermail/otrs/2004-December/006963.html Fast & Clean Solution ;) On 7 Apr 2005 at 18:40, Frank Cases wrote: > > > Also seems that customer.pl shows ALL queues for users.. eve

RE: [otrs] changing ticket owner makes it disappear for others

Hello! You can view all locked tickets in queue view using this setting in Config.pm: $Self->{ViewableLocks} = ["'lock'", "'unlock'", "'tmp_lock'"]; I think this can solve you needs and also hopefully the other mail you sent to the list today about agent notifications,

Re: [otrs] some questions about customizing otrs

Hi! I'm customizing the appearance of OTRS 1.3.2 using a new theme, so I can have a different "look&feel". My experience doing this is good so far, just a bit tricky sometimes. I would recomend you to create a new theme (http://doc.otrs.org/1.3/en/html/dtl- theme.html

Re: [otrs] Preferred method for backup and disaster recovery

Hello! In my case I don't need external backup (yet), so I use two servers (one P4 1.5 Mhz and one P3 866Mhz, both with 320Mb, very basic hardware). Both are configured in High Availability with heartbeat + DRBD. This servers don't have any other service yet. Very ba

Re: [otrs] Non-translated symbols in field "Subject" (in UTF-8)

AFAIK, You need to enable UTF-8 support in Config.pm: http://doc.otrs.org/1.3/en/html/configfile-utf8.html and http://faq.otrs.org/otrs/faq.pl?Action=&ID=3&SessionID= Regards, On 4 Apr 2005 at 17:51, Dmitry Kambur wrote: > Hello! > When I create e-mail

RE: [otrs] Installing OTRS

Hi! Your best bet is using the script created for this purpose, as there are some other directories that have special permisions. Take a look at point 7 of the documentation at "http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL"; It's important that yo

Re: [otrs] otrs broken after upgrade (debian/testing)

Hi! It's a confirmed package bug. I had it too, and solved it using the solution commented in that URL (it's not the same synlink you did!!). Be sure to stop and start Apache after the change! I've put the "otrs" package on "hold", so that it won't be updated automatica

RE: [otrs] flashing queues

Hi! And if you want to disable it, you can edit AgentQueueView.pm and remove both occurrences of "blink" (approx line 495) # the oldest queue if ($Queue{QueueID} == $QueueIDOfMaxAge) { $QueueStrg .= ""; } Bye! On 30 Mar 2005 at 19:

Re: [otrs] problem adding new users

Hello!! When you add a client, OTRS makes a DNS lookup for the MX record of the domain part of the email address provided, in order to check if the domain really exists. If there's no MX record for it, you get that error. Be sure that that there's an MX record for "ci.grand-ra

Re: [otrs] OTRS Logs

Hi! The limit seems to be "hardcoded" somewhere, but I can't find where... Anyone may help us? Thanks! On 29 Mar 2005 at 13:51, Philippe Roth wrote: > Dear All, > > Thank you for all the answers you sent us before. These helped a lot. > > We have a question about the l

Re: [otrs] sort order of the QueueView

Ummm... that's a bit complicated, but sounds absolutely logical. Two workarounds come to my mind: 1- Don't allow follow-up's: every new mail received will create a new ticket, even if it has a TicketID in it's subject, etc. I don't like this one because you'll loose the relatio

RE: [otrs] sort order of the QueueView

Hello!! There's an option you can use in Config.pm: # AgentQueueSortDefault # (default sort order of the queue view / after priority sort) # ASC: oldest on top, default # DESC: youngest on top $Self->{AgentQueueSortDefault} = 'DESC'; This way the last

Re: [otrs] date format

Hi! Ummm... I've just read something about this while looking for some help related to another problem I have: http://lists.otrs.org/pipermail/dev/2004-October/000705.html Good luck! On 22 Mar 2005 at 12:50, Tom Simpson wrote: > Hi, > > Is there a way to change the d

RE: [otrs] Default search settings

Hello! I've seen an option to use a different database for searches in the config files, but I don't remember which one is it right now. Using one would make sure that those long searches won't affect the rest of your OTRS, but I don't know how both databases are kept in sync. R

Re: [otrs] customer authentication with hashed passwords

Hi! Thinking it as I write: you should look for a function that converts the password you receive via the web interface to the hash type used by SQLServer (I don't know which one is, maybe Sir Google helps you ;). Then you should be able to check the password with SQLServer,

Re: [otrs] notifications not being sent

Hello, How are you sending mails? Maybe they are stuck on your mail server or on the local sendmail queue -> http://doc.otrs.org/1.3/en/html/sending-email.html Or maybe they are not even sent! Umm... take a look at the OTRS log (syslog by default). And set up cron jobs! -

Re: [otrs] add a telefone ticket without customer

Hi! Why don't create just one user? It could be something like "Generic User", [EMAIL PROTECTED] As they're phone tickets, OTRS won't send any mail to that address. At least I haven't seen any in my install. Obviously, you'll have to look for this user every time someone calls

Re: [otrs] Forbidden You do not have permission to access /otrs/index.pl on this server

Hello! I recommend you to double check all the steps in the manual and apply them on your installation again, from the very begining. If you did a lot of changes testing settings you'll probably have some settings that could be wrong and confusing you. Afther doing this

Re: [otrs] "merging" tickets

Hi! The only think I've seen so far is the "link" option (in Ticket Zoom), but it doesn't work as I expected. I suppose that if you link ticket A to ticket B, and then someone closes ticket B, ticket A should close automatically with the same close state than ticket B. It sho

Re: [otrs] persistent postgresql connection / mod_perl2

Hello! I'm not using Postgresql, but I've had weird problems with mod_perl2. Take a look at http://lists.otrs.org/pipermail/otrs/2005-February/007379.html Maybe this helps you too. Good luck! Regards, On 6 Mar 2005 at 20:27, Wiktor Wodecki wrote: > -BEGIN

Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2

Take care if your database gets big. I don't have too much experience with OTRS and I don't know how many articles you should have to consider it's database as "big", but with other Trouble Ticket solutions every cron job checked the whole database, causing a noticeable performace hit.

RE: [otrs] Where are the emails stored?

Hi! As a sidenote, you can configure where you want to store the attatchments that come with your mails in Config.pm, take a look at: http://doc.otrs.org/1.3/en/html/performance-tuning.html I use filesystem to have better control over the database and to be able

Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2

Hi! I not sure, as I haven't done it yet, but maybe you have to setup the cron jobs related to this actions. Take a look at http://doc.otrs.org/1.3/en/html/cronjob.html Bye! On 28 Feb 2005 at 15:58, Al Al wrote: > > Hello, > > Are there any gotchas to using the pe

[otrs] Re: A possible solution to mod_perl2 problems under Apache2 (Debian)

Hello! Good question... I think that it's installed by the mod_perl2 package for Debian Sarge (unstable). The package name is "libapache2-mod-per2" and the version I'm using is 1.999.20-1. Checking it right now... yes!: # dpkg --listfiles libapache2-mod-perl2 | grep compat /usr

Re: [otrs] Phone ticket and selecting a queue

Hello! The only thing I've seen is http://doc.otrs.org/1.3/en/html/state.html But it seems that it doesn't make any difference based on the queue selected... Bye! Victor. On 22 Feb 2005 at 10:27, Anne-Mie Vandermeeren wrote: > > Hi all, > > We've been

[otrs] A possible solution to mod_perl2 problems under Apache2 (Debian)

Hi! I've read in the archives of this list that people has had some weird problems with Apache2+mod_perl2, if version is newer than 1.99_12. After a lot of trial and error (I'm not an Apache2 or mod_perl2 expert), I've found some config settings that just make OTRS work with