[otrs] Can't locate object method png via package GD::Image
Hello, I'm running OTRS 2.0.4 on a Fedora Core 2 server with perl-GD installed via rpm. However, when I go to the statistics page I get the following error: Can't locate object method png via package GD::Image at /opt/ otrs//Kernel/Modules/SystemStats.pm line 330. However rpm -qi perl-GD (version 2.30 from Dag) tells me: perl-GD is a Perl interface to the gd graphics library. GD allows you to create color drawings using a large number of graphics primitives, and emit the drawings as PNG files. So I guess I should have png support in my perl-GD package. Does anyone have any idea why the png object method can't be located? Thanks, 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] Tickets unlock even if there is no new message
Jurgen de Wijs wrote: When an agent has replied to a client with an e-mail message the ticket becomes locked. We have set an unlock timeout of 480 minutes (8 hours) so that when a customer replies to a ticket that is locked it becomes unlocked. The strange thing is that the ticket gets unlocked even if the client has not replied, i.e. there is no new message with this ticket. After the agent has written and sent his reply the ticket will be unlocked after 480 minutes unconditionally. This does not seem right. It does seem right to me. The documentation seems to agree: http:// doc.otrs.org/2.0/en/html/x1362.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] Tickets unlock even if there is no new message
Jurgen de Wijs wrote: When an agent has replied to a client with an e-mail message the ticket becomes locked. We have set an unlock timeout of 480 minutes (8 hours) so that when a customer replies to a ticket that is locked it becomes unlocked. The strange thing is that the ticket gets unlocked even if the client has not replied, i.e. there is no new message with this ticket. After the agent has written and sent his reply the ticket will be unlocked after 480 minutes unconditionally. This does not seem right. It does seem right to me. The documentation seems to agree: http:// doc.otrs.org/2.0/en/html/x1362.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] Can't locate object method png via package GD::Image
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. 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 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] 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] 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] 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] 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] 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] 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] 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] 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/
[otrs] remove a queue, remove an e-mail address?
Hi all, I can't figure out how to remove a queue, or an e-mail address... or a lot of other options in the Admin area. In the left part I can select current items to EDIT, and in the right part I can ADD NEW items. But there seems to be no option to REMOVE items. Should I slap myself for not looking at the right place, or is it really true OTRS lacks this option? Thanks! -- met vriendelijke groet / kind regards, Pim Rupert Lemonbit Internet PGP.sig Description: This is a digitally signed message part ___ 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] Can't locate object method png via package GD::Image
Hello, I'm running OTRS 2.0.4 on a Fedora Core 2 server with perl-GD installed via rpm. However, when I go to the statistics page I get the following error: Can't locate object method png via package GD::Image at /opt/ otrs//Kernel/Modules/SystemStats.pm line 330. However rpm -qi perl-GD (version 2.30 from Dag) tells me: perl-GD is a Perl interface to the gd graphics library. GD allows you to create color drawings using a large number of graphics primitives, and emit the drawings as PNG files. So I guess I should have png support in my perl-GD package. Does anyone have any idea why the png object method can't be located? Thanks, 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] help (active directory authentication)
Mike Pietersen wrote: Thanks for the reply, that worked in getting the system back up and able to log in temporarily, However after I rebooted the box now I’m getting “Permission denied at /opt/otrs//Kernel/System/Log.pm line 79”I’m looking at the log file in /etc/httpd/logs/error_log and I don’t seem to be getting any other information other than that error.What could be preventing my access?? You might want to look at line 79 of your /opt/otrs/Kernel/System/ Log.pm file, as the error indicates. What is that line? 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] Merge usage
Keith Turner wrote: I'm looking to merge 2 tickets - do I just enter the ticket number into the Merge to: text box? Yes. What happens then - I don't want to screw up customer data here. Customer data won't get screwed. One ticket will just be merged with the other. 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] Can't locate object method png via package GD::Image
I wrote: I'm running OTRS 2.0.4 on a Fedora Core 2 server with perl-GD installed via rpm. However, when I go to the statistics page I get the following error: Can't locate object method png via package GD::Image at / opt/otrs//Kernel/Modules/SystemStats.pm line 330. My package manager installed a new version of perl-GD (perl-GD 2.30-2.1.fc2.rf.i386) the first of January and now graphs are working again, so I guess there was a bug in perl-GD. 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] OTRS install on CentOS
David Vanderpoort wrote: Anyone using OTRS on CentOS with cPanel / WHM? We are about to install OTRS on one of our production servers running CentOS with cPanel. Wondering if there is a RPM or if someone perhaps has a punchlist / check list of issues to check prior to install or during install. Our intent is to offer OTRS and promote to our current and future hosting clients. Just check the site. RPMs are at the top of the download page and the documentation on the site is also pretty good. The fact that you're using cPanel doesn't change anything really. Good luck, Nils. PGP.sig Description: This is a digitally signed message part ___ 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] Statistics / GD::Text and UTF-8
Björn Wiberg wrote: I would be grateful for any insights regarding this. Many thanks in advance! I am not an expert in this field, but maybe also Apache's AddDefaultCharset also has a say in this. What is that set to? 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] Reporting
Jason Loven wrote: I'm running OTRS 2.0.4 on a FreeBSD box. Things are working basically fine except I had thought there were supposed to be reports available. Am I just missing something? I don't see any options to generate reports of any sort. Or to graph statistics? I don't see any options for that either. Sixth button from the left is statistics for me. 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] Reporting
Jason Loven wrote: I must have a missing module then. Mine read (left to right) Logout, Queue View, Phone-Ticket, Email-Ticket, Search, Preferences, Customer, Bulk-Action I have in between Search and Preferences. 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] Using latest FC3 RPM on FC4 causes apache startup to fail
Stephen Ritter wrote: Heads up, there is a problem using the latest FC3 rpm on FC4 -- it seems the mod_perl rpm now only includes Apache2::Reload and the otrs.conf file demands Apache::Reload. It looks like the otrs code can handle either module, its just the apache configuration file that causes problems. This was reported not too long ago. The rpm says it's for FC1-FC3, so yeah that's what it works with. Who creates these rpms by the way? I guess it would be pretty trivial to create an rpm that works with FC4 (or other systems using apache2). 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] altering a table
Thomas Wills: On 01/02/06, Koning, Rene [EMAIL PROTECTED] wrote: The syntax is 'ALTER TABLE customer_user ADD afdeling VARCHAR (200); ' - the problem is which tool or program do I use to add the column and where or how do I start it?? You need a MySQL client such as http://www.mysqlfront.de/ or a web-based client such as http://www.phpmyadmin.net/ which the previous poster mentioned. What is wrong with the standard mysql commandline interface? No need to install anything. Or isn't that available on Windows (I believe the original poster was talking about an installation on Windows)? 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] httpd won't start afterOTRS install
Gordon O'Brien wrote: I have just attempted to install OTRS on a clean Fedora Core 4 machine running apache 2 and mysql. I am quite new to Linux so please bear with me! The install seemed to go fine. I checked that all of the perl modules were installed ok with otrs.checkModules and the install didn’t report any problems. When I try to restart httpd I just keep getting error starting httpd [FAILED]. Httpd was running ok prior to the install. It seems to be halting when Apache loads the otrs.conf file. If I comment this out of the httpd.conf it starts ok (without otrs running). Any suggestions? Did you install the RPM for Fedora Core 1-3? Because that one doesn't work directly on FC4. Change Apache::Reload to Apache2::Reload in otrs.conf (two occurences I believe). If you would have searched the mailinglist archives you would have found this. 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] httpd won't start afterOTRS install
Gordon O'Brien wrote: Thanks Nils - that sorted it. I trawled through three months of the archives first but didn't find anything. What about these posts? Both no older than a couple of weeks: http://www.mail-archive.com/otrs%40otrs.org/msg09564.html (24 Jan 2006) http://www.mail-archive.com/otrs%40otrs.org/msg09470.html (18 Jan 2006) Your time is appreciated. No problem. 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/
[otrs] Connection closed by remote server?
Hello, Today I upgraded PHP (4.4.1 - 4.4.2) and MySQL (3.23.x - 4.1.15) on my Fedora Core 2 server and restart both the MySQL and Apache webserver. All seems to work (I run several vhosts on this server) except that OTRS seems to have lost it. When I go to /otrs/index.pl the login screen appears, but when I login I get 'Connection closed by remote server'. I've looked all over but have found no error message whatsoever. /var/log/messages says (I put in x's for private data): Feb 18 19:14:24 OTRS-CGI-1[24835]: [Notice] [Kernel::System::Auth::DB::Auth] User: authentication ok (REMOTE_ADDR: xxx.xxx.xxx.xxx). Also the DB is alright according to OTRS: # /opt/otrs/bin/CheckDB.pl It looks Ok! And restarting the otrs service doesn't help or seem to find any problems: # service otrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. Final shutdown of OTRS.. done Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -- http://xxx.xxx.xxx/otrs/index.pl -- Final start of OTRS.. done Other Perl-based webscripts (such as Movable Type) are working correctly. What could be the problem? Where can I look? Thanks, 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] Connection closed by remote server?
Hello, I think it's database related somehow, but I still can't quite put my finger on it. Connecting with elinks (a text-mode webbrowser) to OTRS gives me a lot of Error reading from socket errors, but it also gave me this error after trying to log in (I put x's in for a hexidecimal number): dbih_getcom handle DBI::db=HASH(0) is not a valid DBI handle at /usr/li The error appears to be truncated because of the limited console linewidth. Apparently there is some problem with the database connection (am I right?). Maybe I should repeat that I installed MySQL 4.1.15 from the Atomic Rocket Turtle repository which also installs a mysql-compat package to trick the Plesk Control Panel into thinking MySQL 3.23.x is still installed. I also added old-passwords to /etc/my.cnf to let MySQL use the old style of passwords (because that's what Plesk uses). Could it be that OTRS somehow detects the wrong MySQL version and thus doesn't work? The CheckDB.pl script tells me the DB is ok... Is there something I can try to make sure the database connection is working with OTRS? All other scripts on this server using MySQL seem to work just fine. Nils. I wrote: Today I upgraded PHP (4.4.1 - 4.4.2) and MySQL (3.23.x - 4.1.15) on my Fedora Core 2 server and restart both the MySQL and Apache webserver. All seems to work (I run several vhosts on this server) except that OTRS seems to have lost it. When I go to /otrs/index.pl the login screen appears, but when I login I get 'Connection closed by remote server'. I've looked all over but have found no error message whatsoever. /var/log/messages says (I put in x's for private data): Feb 18 19:14:24 OTRS-CGI-1[24835]: [Notice] [Kernel::System::Auth::DB::Auth] User: authentication ok (REMOTE_ADDR: xxx.xxx.xxx.xxx). Also the DB is alright according to OTRS: # /opt/otrs/bin/CheckDB.pl It looks Ok! And restarting the otrs service doesn't help or seem to find any problems: # service otrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. Final shutdown of OTRS.. done Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -- http://xxx.xxx.xxx/otrs/index.pl -- Final start of OTRS.. done Other Perl-based webscripts (such as Movable Type) are working correctly. What could be the problem? Where can I look? ___ 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] Connection closed by remote server?
Hello all, I thought there might be something wrong with my modules, but /opt/ otrs/bin/otrs.checkModules gives me ok for every single module. What can I do to troubleshoot these 'Connection closed by remote server' errors? Nils. I wrote: I think it's database related somehow, but I still can't quite put my finger on it. Connecting with elinks (a text-mode webbrowser) to OTRS gives me a lot of Error reading from socket errors, but it also gave me this error after trying to log in (I put x's in for a hexidecimal number): dbih_getcom handle DBI::db=HASH(0) is not a valid DBI handle at /usr/li The error appears to be truncated because of the limited console linewidth. Apparently there is some problem with the database connection (am I right?). Maybe I should repeat that I installed MySQL 4.1.15 from the Atomic Rocket Turtle repository which also installs a mysql-compat package to trick the Plesk Control Panel into thinking MySQL 3.23.x is still installed. I also added old-passwords to /etc/my.cnf to let MySQL use the old style of passwords (because that's what Plesk uses). Could it be that OTRS somehow detects the wrong MySQL version and thus doesn't work? The CheckDB.pl script tells me the DB is ok... Is there something I can try to make sure the database connection is working with OTRS? All other scripts on this server using MySQL seem to work just fine. Nils. I wrote: Today I upgraded PHP (4.4.1 - 4.4.2) and MySQL (3.23.x - 4.1.15) on my Fedora Core 2 server and restart both the MySQL and Apache webserver. All seems to work (I run several vhosts on this server) except that OTRS seems to have lost it. When I go to /otrs/ index.pl the login screen appears, but when I login I get 'Connection closed by remote server'. I've looked all over but have found no error message whatsoever. /var/log/messages says (I put in x's for private data): Feb 18 19:14:24 OTRS-CGI-1[24835]: [Notice] [Kernel::System::Auth::DB::Auth] User: authentication ok (REMOTE_ADDR: xxx.xxx.xxx.xxx). Also the DB is alright according to OTRS: # /opt/otrs/bin/CheckDB.pl It looks Ok! And restarting the otrs service doesn't help or seem to find any problems: # service otrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. Final shutdown of OTRS.. done Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -- http://xxx.xxx.xxx/otrs/index.pl -- Final start of OTRS.. done Other Perl-based webscripts (such as Movable Type) are working correctly. What could be the problem? Where can I look? ___ 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] Connection closed by remote server?
Hi again, I'm seeing the same problem on another server (FC3 instead of FC2). I used the rpm on both servers to install OTRS. Could it be that OTRS somehow thinks I'm still running MySQL 3.23.x and therefor does not communicate correctly with the database or something? I'd really like some ideas, even if they seem far out. The OTRS cronjobs are still running and they work, because when I look at the database I see new tickets being added. I just can't login to the webinterface (so I can't handle them). Nils Breunese. I thought there might be something wrong with my modules, but /opt/ otrs/bin/otrs.checkModules gives me ok for every single module. What can I do to troubleshoot these 'Connection closed by remote server' errors? I wrote: I think it's database related somehow, but I still can't quite put my finger on it. Connecting with elinks (a text-mode webbrowser) to OTRS gives me a lot of Error reading from socket errors, but it also gave me this error after trying to log in (I put x's in for a hexidecimal number): dbih_getcom handle DBI::db=HASH(0) is not a valid DBI handle at /usr/li The error appears to be truncated because of the limited console linewidth. Apparently there is some problem with the database connection (am I right?). Maybe I should repeat that I installed MySQL 4.1.15 from the Atomic Rocket Turtle repository which also installs a mysql-compat package to trick the Plesk Control Panel into thinking MySQL 3.23.x is still installed. I also added old-passwords to /etc/ my.cnf to let MySQL use the old style of passwords (because that's what Plesk uses). Could it be that OTRS somehow detects the wrong MySQL version and thus doesn't work? The CheckDB.pl script tells me the DB is ok... Is there something I can try to make sure the database connection is working with OTRS? All other scripts on this server using MySQL seem to work just fine. Nils. I wrote: Today I upgraded PHP (4.4.1 - 4.4.2) and MySQL (3.23.x - 4.1.15) on my Fedora Core 2 server and restart both the MySQL and Apache webserver. All seems to work (I run several vhosts on this server) except that OTRS seems to have lost it. When I go to / otrs/index.pl the login screen appears, but when I login I get 'Connection closed by remote server'. I've looked all over but have found no error message whatsoever. /var/log/messages says (I put in x's for private data): Feb 18 19:14:24 OTRS-CGI-1[24835]: [Notice] [Kernel::System::Auth::DB::Auth] User: authentication ok (REMOTE_ADDR: xxx.xxx.xxx.xxx). Also the DB is alright according to OTRS: # /opt/otrs/bin/CheckDB.pl It looks Ok! And restarting the otrs service doesn't help or seem to find any problems: # service otrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. Final shutdown of OTRS.. done Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -- http://xxx.xxx.xxx/otrs/index.pl -- Final start of OTRS.. done Other Perl-based webscripts (such as Movable Type) are working correctly. What could be the problem? Where can I look? ___ 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 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] Ticketnumber reset after migration
Hello, I moved my OTRS 2.0.4 install from a Fedora Core 2 to a CentOS 4.2 box yesterday. Installed a fresh 2.0.4 on the new server, stopped the otrs service on the old one, dumped the db and recreated it on the new server. I also copied Kernel/Config.pm over and started the otrs service on the new server. Seems to work just fine, except for the fact that new tickets get ticketnumbers starting at 11 again, while we've set the ticketnumber length to 5 digits and already have a lot of tickets in the system. Where should I look to fix this and go on from where we left? Thanks, 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] otrs at http://somesite/ (not http://somesite/otrs)
Mike Conigliaro wrote: can someone who has this working please post their /etc/apache2/conf.d/otrs.conf? i've been able to get the scripts to execute fine by adding the line: ScriptAlias / /opt/otrs/bin/cgi-bin/ but once i do this, all the images stop working, because the next line stops working: Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ I didn't change the otrs.conf file, but I just made / redirect to / otrs/index.pl, so you can just go to http://support.example.com/ and get the OTRS login screen. 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] System / SysConfig error message
Oliver Buckie wrote: I have installed OTRS 2.0.4 on Debian. I can login as [EMAIL PROTECTED] OK and go to the Admin menu. However, as soon as I try to go to the System, SysConfig page, I get the following error: cut Software Error Can't locate object method new via Package XML::Parser:Lite at ../..//kernel/System/XLM.pm line 781 cut Also, I get the following error when I goto Misc, Package Manager: cut Software Error ERROR: Need write permission in OTRS home Try: $OTRS_Home/bin/SetPermissions.sh !!! cut This is a complete new install and I've done no configuration changes - first login. Any ideas what I've done wrong and how to fix these problems? Well, did you do what the error says? Run $OTRS_Home/bin/ SetPermissions.sh. And while you're at it, is everything ok according to $OTRS_Home/bin/otrs.checkModules? 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: AW: [otrs] System / SysConfig error message
Oliver Buckie wrote: I ran $OTRS_Home/bin/otrs.checkModules and XML::Parser was not installed - everything else fine. So I installed libxml-parser- perl 2.34-4, re-ran otrs.checkModules and all OK. That should help, yes. I get one step further now in System, SysConfig page.. However, as with Misc, Package Manager - I get permisison problems: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: permission denied! In the /usr/share/otrs/bin# directory I ran ./.SetPermissions.sh /usr/share/otrs root root - but this has not helped. Any ideas what I am doing wrong? Usage: SetPermissions.sh OTRS_HOME OTRS_USER WEBSERVER_USER [OTRS_GROUP] [WEB_GROUP] I don't know if /usr/share/otrs is your OTRS homedir, but that could be. However, otrs and apache should not be run as root and I hope you aren't running either as root (especially not apache, running apache as root is a major security no-no). On my machine I'd run: ./SetPermissions.sh /opt/otrs otrs apache But like I said, your config may be different. 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] Don't seem to have an otrs user
Mito Mito wrote: In /etec/passwd change the bash for the otrs user from /bin/false to /bin/bash Or use the chsh (change shell) command which accomplishes the same: chsh -s /bin/bash otrs 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] Permission errors
Danie Theron wrote: I tried to access the Package Manager , gave me an error about permissions so I ran : ./SetPermissions.sh /usr/share/otrs otrs www-data Now I can't access ANYTHING , no Queues nothing. Please help! The error message I'm getting is : Error: Can't create /usr/share/otrs/var/article/ check_permissions_2087: Permission denied 1) Is /usr/share/otrs really your otrs homedir? 2) Is otrs really your otrs user? 3) Is www-data really your webserver user? 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] Setting up mail fetchmail
Jones OBrian wrote: I have otrs running on a windows server. I've read the otrs admin book and from that I just need to go to the C:\OTRS\otrs and edit the fetchmailrc.dist to use my mail server and login credentials. This is what confuses me from the instructions. You can use .fetchmailrc.dist in the home directory of OTRS and copy it to .fetchmailrc. Modify/change it for your needs. That is from the instructions, but I;m confused on what to do. Is .dist the extension? Can I make changes to .fetchmailrc.dist and just use that file or what? I'm really lost any help greatly appreciated. Just copy the .fetchmailrc.dist file in the home directory of OTRS to .fetchmailrc, like the instructions say. Then edit the .fetchmailrc file (don't edit .fetchmailrc.dist). 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] Feature-Requests for OTRS goes ITIL
Alexander Scholler wrote: I think that the current OTRS-implementation lacks the distinction of incoming requests. Is it a * incident * service-request, especially - change request - request for information or education (* problem) (We currently bypass this missing feature by using priorities like 1 - request for info, 2 - rfc/low, 3 - rfc/high, 4 - incident/low, 5 - incident/normal. 6 - incident/high) I don't think OTRS is lacking anything in this respect. Just create different mail adresses for your different types of requests (who says everyone has the same types you would use?) and put the incoming tickets in different queues depending on to which mail address they were sent. You could add priorities to the mix, but I'd start by using separate queues. Since everyone will have a different setup there isn't any default queue setup that differentiates between queues, but just a single queue. Just remember that OTRS is used by more people than just people that run a business that is like the one you run. 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] Feature-Requests for OTRS goes ITIL
Alexander Scholler wrote- Alexander Scholler wrote: I think that the current OTRS-implementation lacks the distinction of incoming requests. Is it a * incident * service-request, especially - change request - request for information or education (* problem) (We currently bypass this missing feature by using priorities like 1 - request for info, 2 - rfc/low, 3 - rfc/high, 4 - incident/low, 5 - incident/normal. 6 - incident/high) I don't think OTRS is lacking anything in this respect. Just create different mail adresses for your different types of requests (who says everyone has the same types you would use?) and put the incoming tickets in different queues depending on to which mail address they were sent. This means that the customer has to decide whether he has a change request or incident. I think a normal customer definitely can't do that - often it's difficult for agents to classify an incoming ticket. Then just use one incoming queue (and mail address) and let agents move tickets into the correct 'internal' queues. You could add priorities to the mix, but I'd start by using separate queues. My opinion is that queues should be used to categorize the tickets e.g. Server, Client, Printing so that these queues can be used * to analyze where requests appear * to let experts work on their queue(s) * to define ACLs on queues (if a big OTRS-installation is in place) In my setup I have queues for Sales, Support, etc. which lets the right people work on the right tickets and sends out notifications to only the right people etcetera. Continuing your argumentation results e.g. in the following queues: * server - rfc - incindet * client - rfc - incident No, I would create an RFC and an incdident queue, not a toplevel Server and Client queue. But hey, it's all up to you. OTRS is pretty flexible. 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] Feature-Requests for OTRS goes ITIL
BALAN, Daniel wrote: Let's take your scenario and say we have the following queues: A, B and C corresponding to three levels of response time 8h, 12h and 24h. I don't think I would create queues based on levels of response time. But then I again I don't use OTRS to differentiate between different levels of response time at all, so maybe someone else can better share their experience with you. How can I as manager: - measure the SLA; I don't know how you measure your SLA, but it might be that you need some custom code for that, yes. I don't use any myself, but there's talk on this list about SLAs from time to time. Someone might have a solution for you. - enforce the operators to first work on the messages in queue A but also make sure there are some tickets in the queue B that are reaching their response time; This is a pretty vague description of what you want. I wouldn't know what to work on if I had to work on queue A tickets first but also had to make sure some tickets in queue B reach their response time. - set notifications/alarms in case one of the tickets is not answered in the right time. It's in the manual: http://doc.otrs.org/2.0/en/html/x1375.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] Problem storing UTF greek chars in mysql using otrs 2.0.4
Maistros Stelios wrote: So far, so good. I can display and search greek text in tickets from the web interface without problems. This is my problem: I *cannot see* the greek chars that are stored in the database from the mysql command line. When I do something like select from article I get hieroglyphics/unreadable and since they are not stored in greek it is impossible to do sql queries. Maybe the commandline doesn't support utf-8? Have you tried something like phpMyAdmin? 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] Can't load Net::DNS, no mx lookups possible
Enda Nagle wrote: I have just recently been introduced to OTRS and have just installed it on an in-house server for managing incoming mails. I didn't install the DNS server on the server, and am now getting this error in the system log Can't load Net::DNS, no mx lookups possible. The ticket mails are all coming out properly, and I have DNS set in the router config. Should I install the DNS server or is it ok to just use it as I am? You're okay, but as long as you don't install Net::DNS (this is not a DNS server, but a Perl module) OTRS can't perform MX lookups. You can either disable MX lookups in the config (if you don't want to do them) or install that Perl module so OTRS can do them. $OTRS_HOME/bin/otrs.checkModules gives you an overview of the modules OTRS uses and whether they're 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] RE: Problem storing UTF greek chars in mysql using otrs 2.0.4
Maistros Stelios wrote: I just set it up and the result is the same. So far, I have tried putty, secure shell and the system console with the same results. It makes me think that the problem is on the mysql side or possibly in the way otrs stores data, but do not know where else to look. I guess you followed the instructions at http://faq.otrs.org/otrs/ public.pl?Action=PublicFAQID=52 I searched the bugtracker for 'utf' and found 8 bugs, but at a first glance they're not directly related to your problems. I'm sorry, I don't know what else to try either. 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] Create a ticket by Fowarding an email
Ralph Mason wrote: We have recently set up otrs and would like to be able to forward an incoming email to create a ticked for the original sender of the email. Example, customer sends an email to 'Jim' - Jim decides that this is a support request and forward the email to a given address. OTRS sees that the email is forwarded from an internal address and creates the ticket as if customer 1 had sent the email directly to the support address. Is there any way to set up this functionality? Yes, though I wouldn't use e-mail. Just create a separate support queue en let the agent move the ticket into the appropriate queue. 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] Having a problem, please help...
Matthew David Evens wrote: My name is David Evens and I wanted to use the ticketing program. It seemed to install fine; However, after I tried to close a ticket, I get the following error: No SASL mechanism found at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 Is there anything I am missing that would cause this error? Well, there might be. Did you run /opt/otrs/bin/otrs.checkModules? I don't know what OS you're running, but I have the perl-Authen-SASL package installed. Seems like you're missing something like 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] Having a problem, please help...
Matthew David Evens wrote: I'm using Fedora 4. Thank you for any help. I believe there are some issues with running OTRS on FC4. The rpm is for FC1-FC3. I believe you need to change at least otrs.conf (search the mailinglist archives) and possibly your SELinux settings. Still I don't think that that would give you the following error: No SASL mechanism found at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 Maybe someone else on this list that got OTRS working on FC4 can help out. I just upgraded my workstation to FC5, but I'm not running OTRS on it. :o) 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 change autoresponse
Cody Grosskopf wrote: Thats what i got around to thinking though i cannot get sysconfig to work correctly. I think it could be a permission issue i get this error when i try to use sysconfig Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Mar 22 09:12:23 2006 Message: Can't write ConfigItem! Traceback (4201): Module: Kernel::Modules::AdminSysConfig::Run (v1.38) Line: 147 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 Have you ever had this problem? I have the owner of /opt/otrs as wwwrun:nogroup thats the only way i could get it to run. Have you tried running /opt/otrs/bin/SetPermissions.sh? 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] v2.0.4 SRPM build failure on RHEL4
Graham Leggett wrote: I have been trying to build v2.0.4's SRPM on a Redhat Enterprise machine, but the RPM build process bombs out as follows: /var/tmp/otrs-2.0.4-build/opt/otrs/bin/SetPermissions.sh: /bin/sh: bad interpreter: Permission denied Turns out /var/tmp was symlinked to /tmp, which was mounted by default with the noexec option. This caused the attempt at running scripts during the build to fail. I just used the rpm on the OTRS site for FC1-FC3. Works just fine on CentOS 4. Guess it would work on RHEL 4 too then. 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] v2.0.4 SRPM build failure on RHEL4
Graham Leggett wrote: On Fri, March 24, 2006 1:02 pm, Nils Breunese (Lemonbit Internet) said: I just used the rpm on the OTRS site for FC1-FC3. Works just fine on CentOS 4. Guess it would work on RHEL 4 too then. Did you build the RPM or just use the binary? My target machine is x86_64, so the procompiled binaries would not have worked. Ah, I just used the binary, but my box is not 64-bit indeed. 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] FQDN
Tom French wrote:
I want to change the file (code) that sends the email, so I can put
The required IP or UNC name. We do not have this hosted on our
website, it is
Behind our firewall and will not be on a public IP.
So if I could find the code section that sends the email to a
customer or agent
Telling them they can view or adjust this ticket by clicking on the
link in the email.
I believe my issue will be resolved.
You can set the FQDN in Kernel/Config.pm:
$Self-{'FQDN'} = 'yourhost.example.com';
Would that help?
Nils.
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Re: [otrs] Sending out mail in OTRS
Nic Mertens wrote: I was wondering if the OTRS software allows agent to send out mails to customers on their own initiative and if these mails contain automatically a ticketnumber? I walked through the manuals but didn't find any info on this. I'm looking for a trouble ticket system, not only to respond to customers questions but also to contact or give info to customers (no bulk mails!) and include a ticketnumber at the moment of sending. If OTRS can do this, my choice will be made immediately ;) Yes, OTRS can do this. The agent only needs to hit the Email-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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] I'm convinced...
Nic Mertens wrote: But how do I start to setup this program on my web hosting? I read the manual but it seems to be very complicated. Is there someone who has any experience to install the program on a linux hosting and wants to give me a step by step info? Are you the system administrator or do you just have a shared hosting account? I'd suggest to just read the documentation at doc.otrs.org. The chapter on installing OTRS is here: http://doc.otrs.org/2.0/en/ html/c218.html#installation-of-prepared-packages 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] I'm convinced...
Nic Mertens wrote: Nils Breunese (Lemonbit Internet) schreef: Nic Mertens wrote: But how do I start to setup this program on my web hosting? I read the manual but it seems to be very complicated. Is there someone who has any experience to install the program on a linux hosting and wants to give me a step by step info? Are you the system administrator or do you just have a shared hosting account? I'd suggest to just read the documentation at doc.otrs.org. The chapter on installing OTRS is here: http:// doc.otrs.org/2.0/en/html/c218.html#installation-of-prepared-packages Nils Breunese. ___ It's a shared webhosting with SSH access, I also have access to apache configfiles, full access to MySQL. I'm afraid it's not going to work unless your server administrator is willing to install it for you, since the installation involves adding system users, cronjobs and apache configuration, etc. Usually not things you can control as a user of a shared hosting environment. 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] Diff Between Notifications and Auto Responses
Richard Hinkamp wrote: Notifications are sent to agents (people using OTRS). Auto responses are sent to customers (people sending mail to the OTRS system). Yes. Notifications are messages like There is a new ticket in the Finance queue and auto responses are automatically sent messages to customers like Thank you for your message. A member of our support team will respond to your message with 48 hours. 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] pop3, LDAP and the from field
Mike McGrath wrote: When users send mail to the OTRS system, Everything gets created fine except OTRS doesn't know who the customer is. Is there a way to map this? Also after a ticket has been created and I change the customer ID on the ticket, the from field in the ticket doesn't seem to be updated. Anyone else have these issues? Create a customer with the e-mail address you got the ticket from and the desired customer ID. All tickets from that address will automatically be associated with that customer ID from then on. 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] pop3, LDAP and the from field
Mike McGrath wrote: In my case all my customers are stored in an LDAP server, is it possible the from email address isn't matching up with whats in LDAP? For example in LDAP: [EMAIL PROTECTED] And their email client is sending with a From of My User [EMAIL PROTECTED]? I think I once read something about that LDAP is only used for authentication, so OTRS still needs to have the customer in its DB. I'm not using LDAP myself, so I don't really. Did you search the mailinglist archives/docs? 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] Feature request: call topic
Corne Beerse wrote: Christian Schoepplein wrote: There is however 1 item I cannot find in OTRS: Every ticket should have a 'topic' with it: A subject like item that is selected from a pre-created list of topics. In the end, the usage is to create statistics over these topics, just like the statistics over the queues. That feature isn't implemented in OTRS yet. But maybe you can use the free text fields and use them for your needs. That's one of the things we are looking at. The major problem is that it is to deep into the ticket to set the value. Then, it is a free-text value, where we prefer a pre-defined list of topics. At first idea, a sinlge topic per ticked will do, on the other hand, I can imagine problems that are related to 2 or more topics, hence that should be possible. The final reason for this 'topic' or 'keyword' (to mention an other term) is to take staistics from it: What topics give what number of calls. I believe there was some talk some time ago about implementing free text fields as drop-down lists. You might want to search the list archives for that 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] second OTRS database
Koning, Rene wrote: We are running OTRS on windows 2003 server (since march this year) and are using the system to manage ideas people are sending in. Now, we want to make a second OTRS installation and use this installation for our new helpdesk. Can I do a second installation or is there another way to create the OTRS database? We want to install it on the same server, where MySQL and Apache are already running. Can someone give me some advise?? Can't you just create some extra queues, users, mailboxes, etc. in your current installation? Would be easier to setup, I think. Otherwise you'd have to copy your OTRS tree to another location and copy the apache config and adapt the paths and such. I have no idea if it's feasible with a Windows install of OTRS, as I only have experience with OTRS on 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] how to uninstall otrs?
David Ang wrote: i am trying to upgrade my plesk on my server and get this error in the end: Check for components installation status Reading system installed packages...done. Download file plesk-8.0.0-fc2-i386.hdr.gz: 48%..100% done Download file plesk-8.0.0-fc2-i386.hdr.gz: 26%..100% done Resolve components ERROR: Impossible do installation while package otrs-2.0.4-01.i386 is installed in system I believe this is because otrs depends on sendmail and Plesk 8's qmail package not providing sendmail (while their qmail package on Plesk 7.5 did provide sendmail). I forced an installation of OTRS on a Plesk 8 machine (rpm -Uvh --force otrs*.rpm) and it works just fine as Plesk's qmail package does provide the necessary sendmail links and all. You might want to help make it clear to the Plesk developers they need to add 'provides sendmail' to their qmail package 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] how to uninstall otrs?
Igor Macedo wrote: Probably your OTRS is installed by rpm. If is this correct, run this command by root: # rpm -ev otrs-2.0.4-01 This will only remove the OTRS software. The database will still be there... Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] how to uninstall otrs?
David Ang wrote: Thanks for trying to help me out, im sure just deleting the /opt/ otrs folder will not solve my problem,how do i make the system believe that otrs-2.0.x. is not already installd when i try to upgrade my plesk? You could uninstall it (rpm -e otrs) and then upgrade Plesk. Afterwards you could install otrs again if you like (you'd have to use rpm -Uvh --force otrs* probably because of the issue of qmail saying it doesn't provide sendmail). 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] how to uninstall otrs?
David Ang wrote: like i said, i didn't install otrs thru rpm, but instead using source, configured, compiled, and make. Hm, then I think it is very strange that the Plesk installer is complaining about OTRS being installed. It could be checking for /opt/ otrs, but I'd think the installer found it in the rpmdb. 100% sure? 'rpm -q otrs' really doesn't give you any output? If so, you'll probably just have to remove everything manually (unless there's something like make uninstall available, I don't know about that). 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] Multiple OTRS installations, same machine
Op 21-apr-2006, om 20:37 heeft Matt Linton het volgende geschreven: I'd like to allow multiple software groups within our single organization to handle their own issue reporting via OTRS. Since I don't want to manage multiple servers, and want them each to have full administrative control over their own FAQ entries, customer users, etc -- I had planned on installing multiple OTRS installations like this: ScriptAlias /otrs1/ /local/otrs1 ScriptAlias /otrs2/ /local/otrs2 (and so on...) Problem is, I'm running into wierd behaviors with the secondary and other OTRS's. Can't you just use a setup using separate queues? 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] PostMasterPOP3.pl UTF-8 problem
Brendan Humphreys wrote:
We've upgraded from OTRS 1.3.x and now PostMasterPOP3.pl is
occasionally falling over with this error:
Wide character in syswrite at /usr/lib/perl5/5.8.8/Net/Cmd.pm line 436
[...]
Config.pm has:
$Self-{'DefaultCharset'} = 'utf-8';
googling for this error message I found this open bug for perl:
http://rt.cpan.org/Public/Bug/Display.html?id=18589
[...]
If there is any patch we can apply or other way to fix the problem
it would be much appreciated, because at the moment the only
solution is to go into the mailbox feeding OTRS and manually delete
the offending emails, which is a huge headache.
Do you really need UTF-8? I believe there are indeed some unresolved
issues with OTRS and UTF-8. Do you still have these problems when you
set your DefaultCharset to iso-8859-1?
Nils Breunese.
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Re: [otrs] trouble installing
Brett Gruchow wrote: After not getting it to run on core 4 due to what I thought was an apache issue, I was asked to get it running on IIS windows to see if it made any difference. Maybe the issue described in http://lists.otrs.org/pipermail/otrs/ 2006-January/010033.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] Deleting new tickets
Tom French wrote: Can you explain what is the Generic Agent, or how one gets to it via the GUI. i.e. what is the url looklike. I have been trying to see ALL the open tickets that our agents have, and this might be the trick. Please take a look at the documentation first: 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Deleting new tickets
Tom French wrote: Thanks for the link, my questions is still not answered, and I may not be presenting it correctly. What agent has FULL access to see ALL the tickets that any user has in their queue.? Or, is there a agent I can create and give them the right to see all tickets of everyone.? Sort of a super user. A user with administrator rights can view all tickets. See the documentation: http://doc.otrs.org/2.0/en/html/c733.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] Viewing ALL tickets
Tom French wrote: I have read the doc.s , unfortunately, it does not help me see the tickets. I am a user and added myself to the admin group. When I log in, I only see the tickets assigned to myself. i.e. My Own Queue Can you give me a procedure (short) to make sure it is correct. When I login (I am in the admin group) I see a list of my locked tickets. There's a link under the header 'Queue: My Queues' to 'All tickets: [some number]'. I can click that number and get a listing of all tickets. The link takes me to /otrs/index.pl? Action=AgentTicketQueueQueueID=0ViewAll=1 We do have a few tickets outstanding that have not been acted upon, as I have logged in with the customer credentials, and saw them in their queue. Check out automatic unlocking (http://doc.otrs.org/2.0/en/html/ x1362.html) and ticket escalation (http://doc.otrs.org/2.0/en/html/ x1379.html) to see if those could help. 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] 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/
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] 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] 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 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] 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] 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] 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] 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] 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] 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] 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] 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/
