[otrs] need help, new to otrs

[Greg Haa]

Hi

 

I just started a job where I have to support otrs and I have no experience with it other than the reading I have done so far on your site. 

 

I am having an issue when a user is opening a ticket.

 

I see this type of message in the log file

 

--snip--

 

OTRS-CGI-10[23101]: [Error][Kernel::System::AuthSession::IPC::GetSessionIDData][Line:203]: Got no SessionID!!
OTRS-CGI-10[23101]: [Notice][Kernel::System::AuthSession::IPC::CheckSessionID] SessionID: '' is invalid!!!
OTRS-CGI-10[23101]: [Error][Kernel::Output::HTML::Generic::BlockTemplatePreferences][Line:203]: Need Template!
OTRS-CGI-10[23101]: [Error][Kernel::Output::HTML::Generic::BlockTemplatePreferences][Line:203]: Need Template!
OTRS-CGI-10[23103]: [Error][Kernel::Output::HTML::Generic::BlockTemplatePreferences][Line:203]: Need Template!

 

 

Additionally I got this from a user when he was posting a ticket....

 

--snip--

 

Error: Need Template!
Comment:       
Traceback:      ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Mon Jun 19 07:35:02 2006

Message: Need Template!

Traceback (25070):
   Module: Kernel::Output::HTML::Generic::BlockTemplatePreferences (v1.147.2.3) Line: 203
   Module: Kernel::Output::HTML::Generic::BlockTemplatesReplace (v1.147.2.3) Line: 287
   Module: Kernel::Output::HTML::Generic::Output (v1.147.2.3) Line: 407
   Module: Kernel::Output::HTML::Generic::Output (v1.147.2.3) Line: 620
   Module: Kernel::Output::HTML::Customer::CustomerHeader (v1.36) Line: 135
   Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 397
   Module: /opt/support/bin/cgi-bin/customer.pl (v1.31) Line: 669

 

I am trying to read about this system you guys have built and look into what is causing this but I really have no experience with this.  Any clues would be greatly appreciated.

 

Thanks alot..

 

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