ose two new Config Options, too,
which would render the "|| x" part unnecessary, too (despite so. has the
idea of undef'ing them ;) which noone should do with OTRS' config values
nonetheless).
I've always been thinking about hard-coded val
Sebastien Routier schrieb:
FYI: Now I have
apache2-2.0.50-7mdk
apache2-mod_perl-2.0.50_1.99_16-1mdk
on Mdk 10.0 and both problem remain.
Can it be you have (had) installed mod_perl1 for Apache1 some time ago?
If so, make sure it's completely gone.
hth,
Robert
e escalation time is counted for tickets that are unlocked and not in
the state of having 'Answered' set to '1'. Thus, to let escalation
occur, you need to set the 'Answered' state at least (and unlock them,
of course).
hth,
Robert Kehl
___
http://wiki.robertkehl.de/?PatchGAAnswered for what you want - a
patch to GenericAgent to allow setting the 'Answered' State. There has
been a discussion on how to implement this recently on this list.
hth,
Robert Kehl
___
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m schrieb:
Unforunately, the archives are not easily Google-able.
Use http://search.gmane.org/?group=otrs
hth,
Robert Kehl
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Dean Baldwin schrieb:
Is there anyway to calculate the amount of time has ticket has been in a
particular priority.
You will have to enter the source code to achieve this, or wait for the
Workflow mechanisms introduced in later OTRS releases (2.0?).
hth,
Robert Kehl
Jack Doyle schrieb:
Is there a place where all of these "variables" are listed? I'd like to know all of the options that I could use in emails that go out.
They should be listed on the admin pages, right at the bottom. May be
it's out of sync, though, I didn't ch
t the wisest of
all solutions.
If you have no need for those two Apache, eliminate the 1.3.x one. Also
make sure to not try to load mod_perl1 with Apache2 - it requires
mod_perl2.
hth,
Robert Kehl
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Czakà KrisztiÃn schrieb:
Can I simply replace these two files with the CVS version?
I have installed the newest Debian package (1.3.2p01-3).
Yes.
Regards,
Robert Kehl
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Just to avoid confusion:
Robert Kehl wrote:
Btw, I guess (with knowing a thing about it!) MandrakeSoft would be
willing to include an OTRS RPM in their future releases of MandrakeLinux
The first line must read:
Btw, I guess (*without* knowing a thing about it!) ...
With kind regards,
Robert Kehl
ode.pm rev. 1.10.2.1 and
Kernel/System/Ticket/ArticleStorageDB.pm rev. 1.19.2.3.
Please file a precise bug report on http://bugs.otrs.org/ if the above
won't fix the issue and there weren't already a bug noted for it.
hth,
Robert Kehl
___
OTR
the usual server packages.
This will most certainly mean a boost to OTRS, too. Different story, though.
With kind regards,
Robert Kehl
PS: Although I'm willing to assist anyone in building the MDK package,
say with testing and design, one will please note that the OTRS GmbH
will be best
Bernard PRE schrieb:
As somebody installed on Mandrake 10.1 with success ?
Pb with perl
Pb with httpd
What's wrong on MDK 10.1? I have it running here smoothly...
With kind regards,
Robert Kehl
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fact, you did hereby let know the responsible people, which is the
OTRS GmbH - they build the SuSE RPM, not the SuSE AG.
Best you can do additionally now is file a bug report on
http://bugs.otrs.org/, after having made sure there isn't already one
noted for this issue.
With kind regar
Steven Morris schrieb:
cannot redirect stderr to stdout: Bad file descriptor at
> /opt/otrs//Kernel/System/CheckItem.pm line 63
Does the following help?
http://lists.otrs.org/pipermail/otrs/2003-May/001680.html
Regards,
Robert Kehl
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uot;?
What did you note in GenericAgent.pl to call your script, and: what are
the contents of the script?
hth,
Robert Kehl
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eady a
fix available?
No, because there doesn't seem to be a bug in it. I guess you did
(mis)configure too much.
hth,
Robert Kehl
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To u
ed? If not,
it is most likely your GA is broken now. Revert the patch by copying
over Kernel/System/GenericAgent.pm from source.
Regards,
Robert Kehl
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Jack Doyle schrieb:
# patch Outch. Do this:
# patch -p0
hth,
Rober Kehl
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Support oder Consult
that I
> run it in /opt/otrs, but when you asked me to make sure that
> the GenericAgent.pm shows up with the ls -l, that's what threw me.
You're completely right with the above. The file is supposed to be in
Kernel/System/, the patch has to
opt/otrs, which does not have that file.
~otrs means "the home of the otrs user", which is most likely to expand
to /opt/otrs. I'm using ~otrs, because OTRS' home is not always there -
on Debian, it's /usr/share/otrs, for example. To sum up: ~otr
Jack Doyle schrieb:
My GenericAgent.pl is not in ~otrs, it's in ~otrs/bin. Is there where I need to be?
Sorry, my fault.
It's not about GenericAgent.pl, but GenericAgent.pm. To make sure it's
there, type:
# ls -l ~otrs/Kernel/System/GenericAgent.pm
h
you're done.
hth,
Robert Kehl
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Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
a clipboard to paste it into the console, for
example.
Open your favourite text editor, copy/paste the above lines there and
save it as 'GAAnswered.patch'. Copy the file to OTRS' home dir on the
box in question (WinSCP is a solution on Windows, so is Putty), and
issue this:
# c
closed tickets that are red. I would like to have a job
that runs that will take all closed tickets and set them to answered
automatically. Is this possible?
See these patches:
http://wiki.robertkehl.de/index.pl?PatchGAAnswered
hth,
Robert Kehl
___
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you should never log on to a box as root.
/bin/sh: line 1: /opt/otrs//bin/GenericAgent.pl: Permission denied
Execute bin/SetPermissios.sh with proper values.
hth,
Robert Kehl
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it
to. As stated, search the list's archives (via gmane.org, f.e.) - you'll
get it.
With kind regards,
Robert Kehl
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sure
you could use a proxy SMTP to do so, say the locally installed SMTP
server (if it weren't Exchange, too, nor the Windows SMTP relayer). exim
is perfect for this, good is qmail, even sendmail, and last, but least,
postfix may suit you.
With kind regards,
Robert Kehl
e your organization,
get your employees to use [EMAIL PROTECTED] or reqrite
the headers of incoming emails to that very address.
With kind regards,
Robert Kehl
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ull extent, the community
will durely be intertested in the database scheme used, and if you had
any adaptions to do to the source code.
With kind regards,
Robert Kehl
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of the Kernel::Modules::AgentQueueView?
You're misunderstanding the message, you cannot 'reload' a module as
yout think of it - OTRS cannot access the file nor its contents. Try to
execute bin/SetPermissions.sh with proper values.
hth,
Robert Kehl
sions. But
itÂs only a unused information and normally no problem for your daily
work with OTRS.
If it would be "unused information", why throw an error? Isn't it as
always: An error is an error is an error is an error...
Have a nice day,
Robert Kehl
___
fully cure your needs to the
total. Do not expect it to become true in 1.3.x series.
With kind regards,
Robert Kehl
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any way. Besides, you should
always use a separate browser instance when visiting those sites.
hth,
Robert Kehl
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some extent on this list. Search
the archives please, and come back with more questions arizing.
Regards,
Robert Kehl
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lding a huge module to perform
everything you want. The other one thinks of a simple 'CLOSE' at the
beginning of the subject, which dumbly closes the ticket. Or a 'MOVE
abcd' to move it to queue 'abcd'. We're back to the general PM filter
mechanism built-in.
these queues as their 'personal queues' and get
notified of new tickets.
The other preferred agents might have access to the other 'referred',
whereas the normal agents should not have access at all. This way a
normal agent will
omerID', 'CustomerID', 'o', 1, 1, 'var',
'$Env{"CGIHandle"}?Action=AdminCustomerUser&Search=$QData{"CustomerID"}' ],
hth,
Robert Kehl
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:(
How can I unlock tickets in bulkaction?
Search the archives of the lat days, please.
hth,
Robert Kehl
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$Data{"AgentDeleteStrg"} in the files wherever you want
the link to appear. An agent clicking on it will move the ticket to the
desired queue, from which a GA job will/can later delete them. But
that's another story to be told in another thread ;) *scnr*
hth,
Robert Kehl
_
base to work in. The perl startup scripts both load the same set of
modules, which prevents OTRS from working correctly. I know this
explanation is stumbling, sorry.
Solution: Switch one of the two (or both) to CGI. This should work.
hth,
Robert Kehl
e or stuff?
Regards,
Robert Kehl
Btw: Any chance for you to send me your upgrade protocol/log? I would
like to do the 1.3.x update and am interested in it. Thanks!
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EATE INDEX time_accounting_article_id_index
ON public.time_accounting USING btree (article_id);
VACUUM ANALYZE;
Robert, what do you think of these? It may well be I'm doing too much
here, but I guess too much indexes won't hurt.
With kind regards,
Robert Kehl
_
ed delivery of your email.*
^ - start of Subject
. - any character
* - repeatedly
hth,
Robert Kehl
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the name of the source as 'CustomerUser', overriding the DB version
therefore.
Have a look in Defaults.pm, it's described in there.
hth,
Robert Kehl
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E/bin/DeleteSessionIDs.pl --expired
hth,
Robert Kehl
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Support oder Consulting für Ihr OTRS System?
=&
s.pm. Anyone know if this is a bug or not?
Your fault lies in using
$self->{LogModule}, not
$Self->{LogModule}
hth,
Robert Kehl
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Robert Kehl schrieb:
Tyler Hepworth schrieb:
Scenario 1: It seems to occur more frequently if there is an email in
the inbox that has an attachment size larger than what is allowed.
Scenario 2: My email collection cron is set at 1 minute intervals. Is
it possible that it can overlap if the next
Do the two instances bear different SystemIDs?
hth,
Robert Kehl
Tripal Jadeja schrieb:
Information:
OS: debian linux
Webserver: Apache
Otrs Version: 1.3.1
I have apache configured for several name based virtual web servers.
I have installed first instance of otrs with following config.
INSTANCE
t. Versions > 1.3.x bear a Config option to do what you
want.
hth,
Robert Kehl
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Support o
the
previous one is completed?
Yes, I believe so. You're pulling longer than a minute, resulting in the
messagea being offered twice. Messages get deleted _after_ being
completely pulled.
hth,
Robert Kehl
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#x27;iso-8859-15';
#$Self->{'LogModule::SysLog::Charset'} = 'utf-8';
I"m trying to run OTRS on Solaris 8.
Might be there are other Solaris things to consider first.
hth,
Robert Kehl
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form instead of the text of real queries.
Designed that way, we could be able to build high/efficient query
modules based on the database used.
Just my .02,
Robert Kehl
PS: If you feel you need assistance in tuning your PostgreSQL database
the way described above, contact me via PM or via h
ticket number in subject, otrs also looks in In-Reply-To
# and References for follow up checks)
$Self->{PostmasterFollowUpSearchInReferences} = 1;
Serves me well.
hth,
Robert Kehl
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Archive: h
Joaquim Homrighausen schrieb:
Better handling of escalation/due times is required.
ACK, ACK, ACK!
More appealing visual interface in regards to fonts, use of the display
space
and colors; I know I can change certain things, but they're talking
about "out
of the box".
They're mainly windowsistic g
orry to be such a pest.
Let me add that the patch is running smoothly on 1.3, at least for me.
I'm auto-patching OTRS with several patches everytime I update it from
CVS HEAD and did not encounter any problems so far since weeks.
Regards,
Robert Kehl
_
Oskar Eyb schrieb:
On access to index.pl and installer.pl the following error message
appears in error_log:
Function not implemented at /opt/otrs//Kernel/System/Log.pm line 80.
[...]
You haven't got IPC installed.
hth,
Robert Kehl
___
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referably). Do you receive
english messages mostly, say 90%, and 10% european? Then switch to
iso-8859-15 or -1. Don't harden life - it's easy that really.
So, any clues? Is it Perl or MySQL?
MySQL.
Thanks :)
You're welcome.
Wishing you peaceful sunday,
Robert Kehl
__
view!
You could you set the option 'Move::ForceUnlockAfterMove' to 1 in
Config.pm. That way, tickets get unlocked after being moved. Alas, all
of them ge always unlocked then...
With kind regards
from a 10° night in Germany,
Robert Kehl
__
works too, same config.
Could someone give me a hint? I'm using UTF-8 :)
What are your settings? Which DB backend do you use? Which browser?
Which language?
With kind regards,
Robert Kehl
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Ar
table..
You did execute the database changes, didn't you?
it also looks like the permission program doesn't work either..
the output is ok.
Regards,
Robert Kehl
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ld an upgrade scripts for themes then.
With kind regards,
Robert Kehl
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Support oder Consu
code would be necessarily on a regularyl LDAP server based on
OpenLDAP, though. Better choice, btw. *scnr*
hth,
Robert Kehl
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Ruairi Hickey schrieb:
Thanks Robert...if you're ever in Ireland I'll shout you a beer :-)
I'll take an Ale ;)
Glad to hear it worked out.
With kind regards,
Robert Kehl
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fig, too, without re-running the installer and thus destroying the
database's contents.
hth,
Robert Kehl
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wards nothing to create a new one.
These might help you:
http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1050
http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1060
hth,
Robert Kehl
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cgi-bin/
Delete the above line.
AllowOverride None
Options ExecCGI -MultiViews +SymLinksIfOwnerMatch
Order allow,deny
Allow from all
The above is where the contents belong. Anything below here
do
Paul Hickman schrieb:
We have recently upgraded our system to RedHat Enterprise linux 3, after
a period of time running OTRS on RedHat 9. To cut a long story short the
installation procedure that is recommended for redhat doesnt seem to
correctly configure OTRS with Apache, as when it come time
thing else I need to
do? I've restarted cron.sh just in case
What job did you specify in GA? Is there a Cronjob actually executing GA?
Regards,
Robert Kehl
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e same boat. Let's see where the machines
differ:
How's your Otrs bound into Apache? What does the specific conf files and
parts of them look like?
Regards,
Robert Kehl
--
Ja, aber das war kurz nach dem Zweiten Weltkrieg.
Holger Fach auf die Frage
xactly?
# aptitude show apache2 libapache2-mod-perl2 | egrep '(Version|Paket)'
I've got these difficulties with mod_perl/1.99_12 and Apache's below
2.0.50-8, and am now running mod_perl/1.99_14-4 on a 2.0.50-12 without
any problems. Besides the one in front of the monitor *g*
With
otrs and I get a new
> session. These 'ghost' sessions never close ...
What version of Apache/mod_perl are you using?
Regards,
Robert Kehl
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On Thursday, September 16, 2004 3:29 PM
Erol YILDIZ <[EMAIL PROTECTED]> wrote:
> How can I authenticate customers via LDAP?
By following the manual:
http://doc.otrs.org/1.2/en/html/customer-auth-backend.html#AEN788
With kind regards,
Ro
On Monday, September 13, 2004 11:11 PM
Robert Kehl <[EMAIL PROTECTED]> wrote:
> On Monday, September 13, 2004 6:59 PM
> Wes Plate <[EMAIL PROTECTED]> wrote:
>> (find * in Ticket), I see it would be nice to see ticket start dates
>> in the search results list.
> Y
stop
/etc/init.d/apache2 start
Or:
rcapache stop
rcapache start
Regards,
Robert Kehl
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Suppor
ered in
> the new 1.3 and, if yes, will these changes be documented?
You mean this?
ftp://ftp.otrs.org/pub/otrs/misc/otrs-1.3-database.png
With kind regards,
Robert Kehl
--
Ihr könnt Eimer zum Kotzen mitnehmen!
Peter Neururer bei der Ankün
n Config.pm.
> This change is not detected by otrs, even when I restart
> apache it isn't detected. I don't have configuration lines for the db
> in the perl-preload script for apache.
> What should I do to let otrs look at the new db?
Try actually stopping and starti
ard to say if 1.3 would bear a new theme for you. Most probably it
will.
See CVS HEAD to solve this:
http://cvs.otrs.org/viewcvs.cgi/otrs/scripts/database/otrs-schema.mysql.sql
Robert Kehl
--
Jetzt sind auch die Fans begeistert. Sie singen: Oh, wie bist Du schön!
H
ectoryIndex index.pl
Options +ExecCGI
SetHandler cgi-script
SetHandler perl-script
PerlHandler ModPerl::Registry
PerlOptions +ParseHeaders
> Thanks!
You're always welcome!
Robert Kehl
--
Mein Rechenschieber ist schon explodiert.
Holger Hieronym
> in the search results list.
You'll get this functionality with 1.3.
With kindest regards,
Robert Kehl
--
Sie haben großartig gespielt.
Hans Deckert, DFB-Spielausschussvorsitzender, nach einem Spiel zum nicht
eingesetzten Duisburger Spieler Herbert Büssers
_
On Monday, September 13, 2004 10:32 AM
erol <[EMAIL PROTECTED]> wrote:
> bulk actions not working in 1.3b4
Why, what's happening?
Es grüßt fröhlich
Robert Kehl
--
Den habe ich bei der EM 1980 beim 3-0 gegen Holland mal eingewechselt.
Und Schwupps, nach drei Minuten hatte
ded this in the Wiki now:
http://wiki.robertkehl.de/index.pl?OtrsPatches
http://wiki.robertkehl.de/index.pl?PatchTicketDivider
With kind regards,
Robert Kehl
--
Berkant Oktan ist erst siebzehn. Wenn er Glück hat, wird er nächsten
Monat achtzehn...
Franz Beckenbauer
__
On Friday, September 10, 2004 3:30 AM
Robert Kehl <[EMAIL PROTECTED]> wrote:
> Yesyesyes, that's what I meant - we're on go. It's the logic of
> 'patch' that saves us here, once again Larry Wall's work - bow, bow,
> bow.
Btw, in Kernel/System/EmailSub
On Friday, September 10, 2004 12:05 AM
Robert L Mathews <[EMAIL PROTECTED]> wrote:
> At 9/9/04 12:36 PM, "Robert Kehl" <[EMAIL PROTECTED]> wrote:
>> This is against an up-to-date CVS rel-1_3.
>
> As a followup, I did try this and looked at the files in
ias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl
ErrorDocument 403 /otrs/index.pl
DirectoryIndex index.pl
Options +ExecCGI
SetHandler cgi-script
SetHandler perl-script
PerlHandler ModPerl::Registry
PerlOptions +Parse
On Thursday, September 09, 2004 8:47 AM
Robert L Mathews <[EMAIL PROTECTED]> wrote:
> For what it's worth, I submitted a patch in Bugzilla that makes
> TicketDivider work everywhere and cleans up lots of other things
> related to e-mail "Subject" handling:
Grrreat! I've given it a try:
# patch -p
atch your logs. Make Backups. Use procmail or similar means to retain a
backup of every single eMail before it is given to OTRS. Compare those
to the empty tickets, and find out which email causes this to happen. If
no email is involved, it is most likely a falsly configured GA.
hth,
Robert Kehl
--
ta.article_id
LEFT JOIN ticket_history th
ON a.id = th.article_id
WHERE
a.a_from = 'GenericAgent'
AND
a.a_subject = 'stupid admin'
ORDER BY
a, ap, aa, ta, th
;
hth,
Robert Kehl
--
Für mich gibt es nur "Entweder-Oder". Also entweder voll oder ganz!
T
Try watching your apache with apachetop:
http://clueful.shagged.org/apachetop/
You might get a clue what's going wrong from that. Search your logs
then. Perhaps you want to create additional, more comprehensive logs.
hth,
Robert Kehl
--
Damals hat die halbe Nation hinter dem Fern
ECTED]> wrote:
> Server running in a vmware ESX (hardware is a dual xenon 2.8Ghz, 6GB
> Ram, 200GB HD SCSI RAID5 on a DL580)
Can it be you're running out of disk space?
With kind regards,
Robert Kehl
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gt;>> enter "http://serverFQDN/otrs/"; they get a 404 Object Not Found
>>> error.
Then see your logs, about which file does Apache complain?
With kind regards,
Robert Kehl
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feature seldom asked for.
Search for and if not found file a bug report on http://bugs.otrs.org/
about this issue.
With kind regards,
Robert Kehl
--
Wer den Sumpf trockenlegen will,
darf nicht die Frösche fragen
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ound error.
See:
/opt/otrs/scripts/apache2-httpd.include.conf
Set:
ErrorDocument 403 /otrs/index.pl
And:
DirectoryIndex index.pl
> It seems as if the file /opt/otrs/var/httpd/htdocs/index.html doesn't
> redirect the user successfully.
index.html is just a
On Wednesday, September 08, 2004 4:33 AM
Wes Plate <[EMAIL PROTECTED]> wrote:
> Tue Sep 7 19:04:06 2004
> error
> OTRS-CGI-1
> Need QueueID!
Did you rename the $Self->{PostmasterDefaultQueue}, which is 'Raw' by
default?
t; What to do?
Check your OTRS log and your webserver's log. The ticketID is missing.
Bad thing.
Regards,
Robert Kehl
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Something like this should do so, too, iirc:
# rpm -qa | grep apache
>>> d) Disable any module not needed, esp. mod_php4
> don't have any line with LoadModule mod_php4 or similar.
modules/enabled and stuff?
>>> e) Disable Apache::Reload in apache2-perl-startup.pl
&g
sp. mod_php4
e) Disable Apache::Reload in apache2-perl-startup.pl
f) Buy more RAM. ;)
g) Switch off mod_perl. Um, Bad idea - better buy more RAM.
Es grüßt fröhlich
Robert Kehl
--
Ich habe zwei verschiedene Halbzeiten gesehen.
Volker Finke
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the Wikiquette:
http://en.wikipedia.org/wiki/Wikipedia:Wikiquette
Please set a (nick)name in the 'Preferences' and use it when
creating/editing.
At the very moment the pages are somewhat empty - so: go, go, go! :)
With kind regards,
Robert Kehl
--
Tagsüber, wenn die Sonne scheint, ist es hie
hat kind of server is yours? Is Bind running? Is the machine connect to
the internet? How high is the average load on the box?
Regards,
Robert Kehl
--
Weisst Du schon, auf welches College Du gehen wirst, Charlie Brown?
Es ist schwierig, sowas zu entscheiden,
hin OTRS?
Regards,
Robert Kehl
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Support oder Consulting für Ihr OTRS System?
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