Re: [otrs] OTRS 2.4.7 to 2.4.9?

[Michiel Beijen]

Hi S B,

The OTRS package in the Ubuntu distribution is not maintained by the
OTRS group, but by a Debian packager.
There's no way to upgrade an OTRS installed via the Ubuntu package
manager without breaking the package; which is not good for
maintainability.

Basically, the OTRS packages in the different distributions are always
lagging a bit behind (we actually released 2.4.10 this week, and 3.0.x
has been stable since November 15, 2010). So while in some cases it
might be a great way to set up an OTRS installation quickly; if you're
a bit serious about using OTRS you should really want to do a 'manual'
installation; which is not that much work. You can find instructions
on our wiki:
http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%2810.4%29

--
Mike

On Fri, Apr 15, 2011 at 3:54 AM, S B  wrote:
> I installed OTRS via terminal in Ubuntu 10.04. I used the "apt-get install
> otrs2" and worked as planned. But how can I upgrade to 2.4.9. This is
> running in a test environment and there has been no changes or add-ons to
> the environment. A simple "todo" would be greatly appreciated. Or is there a
> different method using the apt-get to install 2.4.9 instead of 2.4.7.
>
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> Archive: http://lists.otrs.org/pipermail/otrs
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>
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Re: [otrs] Regular expressions in Postmaster filter

[Michiel Beijen]

Hi Gergely, you can, but you would need to create three different
filters; one for each value you want to capture.
--
Mike

On Thu, Apr 14, 2011 at 8:50 PM, Gergely Polonkai  wrote:
> I solved my problem with a PostMaster Filter, but I wonder why this is not 
> possible on the web interface?
>
> Best,
> Gergely
>
> On 2011.04.10., at 13:58, Gergely Polonkai  wrote:
>
>> Hello list,
>>
>> is there a way to use multiple regex groups in the Email header set section? 
>> E.g. I want to create a filter like this:
>>
>> Subject: Host ([^ ]+) is in error state
>> Body: Service ([^ ]+) is not available since ([0-9:.-]+)
>>
>> And set headers like this:
>>
>> TicketValue1: 
>> TicketValue2: 
>> TicketValue3: 
>>
>> is it possible somehow?
>>
>> Thanks in advance!
>>
>> Best,
>> Gergely
>> --
>> "You need to believe in things that aren't true. How else can they become?" 
>> - Terry Pratchett
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Re: [otrs] OTRS 2.4.7 to 2.4.9?

[Shawn Beasley]

Hello,

On Apr 15, 2011, at 09:51 , Michiel Beijen wrote:

> Basically, the OTRS packages in the different distributions are always
> lagging a bit behind (we actually released 2.4.10 this week, and 3.0.x
> has been stable since November 15, 2010). So while in some cases it
> might be a great way to set up an OTRS installation quickly; if you're
> a bit serious about using OTRS you should really want to do a 'manual'
> installation; which is not that much work. You can find instructions
> on our wiki:
> http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%2810.4%29
> 

Additionally you can try this: 
http://www.youtube.com/user/diginin1974#p/u/9/T9Rywe6dD7E

> --
> Mike
> 
> On Fri, Apr 15, 2011 at 3:54 AM, S B  wrote:
>> I installed OTRS via terminal in Ubuntu 10.04. I used the "apt-get install
>> otrs2" and worked as planned. But how can I upgrade to 2.4.9. This is
>> running in a test environment and there has been no changes or add-ons to
>> the environment. A simple "todo" would be greatly appreciated. Or is there a
>> different method using the apt-get to install 2.4.9 instead of 2.4.7.


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[otrs] Oups! Une erreur est survenue. For install Otrs

[Xiaoxing Meng]

I have a probleme that I can't find a soulution. Hoping someone can help me.

Best regards!



Oups! Une erreur est survenue.
Message d'Erreur: Can't create directory 
'/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..]


Détails de l'erreur:
\l ""

Détails de l'erreur
Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 13:17:53 2011

Message: Can't create directory 
'/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission denied

Traceback (8871):
Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127
Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37) Line: 600
Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls (v1.37) 
Line: 177
Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325
Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line: 1102
Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50
Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45



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Re: [otrs] Oups! Une erreur est survenue. For install Otrs

[Michiel Beijen]

Bonjour!

you don't really specify what OS you run on but this can happen if the
OTRS user is not a member of the web server group or if your
permissions are not set correctly.

Please try running /opt/otrs/bin/otrs.SetPermissions.pl

--
Mike

On Fri, Apr 15, 2011 at 1:28 PM, Xiaoxing Meng
 wrote:
> I have a probleme that I can't find a soulution. Hoping someone can help me.
>
> Best regards!
>
>
> Oups! Une erreur est survenue.
> Message d'Erreur: Can't create directory
> '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..]
>
> Détails de l'erreur:
> \l ""
> Détails de l'erreur
> Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 13:17:53
> 2011
>
> Message: Can't create directory
> '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': Permission
> denied
>
> Traceback (8871):
> Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127
> Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37) Line: 600
> Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls
> (v1.37) Line: 177
> Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325
> Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line: 1102
> Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50
> Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
> Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45
>
>
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> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] Oups! Une erreur est survenue. For install Otrs

[Xiaoxing Meng]

 
Hi,
In fact, I have changed the right of access by using "chmod" for each file, but 
at the end of configuration, I got the "Software error".
Software error:
ERROR: Need write permission in OTRS home
Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!!

I tryed to reconfigure the file otrs.SetPermissions.pl and run it.
I got this as resultat
Bash:~#perl otrs.SetPermissions.pl
bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions
Copyright (C) 2001-2010 OTRS AG, http://otrs.org/
Usage: otrs.SetPermissions.pl
[--otrs-user=]
[--web-user=]
[--otrs-group=]
[--web-group=]
[--admin-user=]
[--admin-group=]
[--admin-group-writable]
[--secure]
[--not-root]


Try: otrs.SetPermissions.pl /opt/otrs

Bash# perl otrs.SetPermissions.pl /opt/otrs
bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions
Copyright (C) 2001-2010 OTRS AG, http://otrs.org/
ERROR: --otrs-user=

I wonder which name of user that I need to give as the value of "--otrs-user". 
Maybe, it happed because that I copyed the file "otrs.SetPermissions.pl" from 
the original installing file "otrs-3.0.6" when I have gotten this kind of 
problem the last time?

Thanks a lot for your help!

Best regards!
Xiaoxing Meng


-Original Message- 
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel 
Beijen
Sent: vendredi 15 avril 2011 15:35
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Oups! Une erreur est survenue. For install Otrs

Bonjour!

you don't really specify what OS you run on but this can happen if the OTRS 
user is not a member of the web server group or if your permissions are not set 
correctly.

Please try running /opt/otrs/bin/otrs.SetPermissions.pl

--
Mike

On Fri, Apr 15, 2011 at 1:28 PM, Xiaoxing Meng  
wrote:
> I have a probleme that I can't find a soulution. Hoping someone can help me.
>
> Best regards!
>
>
> Oups! Une erreur est survenue.
> Message d'Erreur: Can't create directory 
> '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..]
>
> Détails de l'erreur:
> \l ""
> Détails de l'erreur
> Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 
> 13:17:53
> 2011
>
> Message: Can't create directory
> '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/': 
> Permission denied
>
> Traceback (8871):
> Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127
> Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37) 
> Line: 600
> Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls
> (v1.37) Line: 177
> Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325
> Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line: 
> 1102
> Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50
> Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
> Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45
>
>
> -
> 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
>
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[otrs] ERROR: Need write permission in OTRS home

[Xiaoxing Meng]

Hi,
In fact, I have changed the right of access by using "chmod" for each file, but 
at the end of configuration, I got the "Software error".
Software error:
ERROR: Need write permission in OTRS home
Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!!

I tryed to reconfigure the file otrs.SetPermissions.pl and run it.
I got this as resultat
Bash:~#perl otrs.SetPermissions.pl
bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 
2001-2010 OTRS AG, http://otrs.org/
Usage: otrs.SetPermissions.pl
[--otrs-user=]
[--web-user=]
[--otrs-group=]
[--web-group=]
[--admin-user=]
[--admin-group=]
[--admin-group-writable]
[--secure]
[--not-root]


Try: otrs.SetPermissions.pl /opt/otrs

Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl <1.4> - 
set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/
ERROR: --otrs-user=

I wonder which name of user that I need to give as the value of "--otrs-user". 
Maybe, it happed because that I copyed the file "otrs.SetPermissions.pl" from 
the original installing file "otrs-3.0.6" when I have gotten this kind of 
problem the last time?

OS:
Linux version 2.6.26-1-686 (Debian 2.6.26-13) (wa...@debian.org) (gcc version 
4.1.3 20080704 (prerelease) (Debian 4.1.2-24)) #1 SMP Sat Jan 10 18:29:31 UTC 
2009

Apache/2.2.9

mysqladmin  Ver 8.41 Distrib 5.0.51a, for debian-linux-gnu on i486
Copyright (C) 2000-2006 MySQL AB
This software comes with ABSOLUTELY NO WARRANTY. This is free software,
and you are welcome to modify and redistribute it under the GPL license

Server version  5.0.51a-24
Protocol version10
Connection  Localhost via UNIX socket
UNIX socket /var/run/mysqld/mysqld.sock
Uptime: 33 days 20 hours 39 sec

Thanks a lot for your help!

Best regards!
Xiaoxing Meng


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[otrs] Software error

[Xiaoxing Meng]

Hi,
In fact, I have changed the right of access by using "chmod" for each file, but 
at the end of configuration, I got the "Software error".
Software error:
ERROR: Need write permission in OTRS home
Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!!

I tryed to reconfigure the file otrs.SetPermissions.pl and run it.
I got this as resultat
Bash:~#perl otrs.SetPermissions.pl
bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C) 
2001-2010 OTRS AG, http://otrs.org/
Usage: otrs.SetPermissions.pl
[--otrs-user=]
[--web-user=]
[--otrs-group=]
[--web-group=]
[--admin-user=]
[--admin-group=]
[--admin-group-writable]
[--secure]
[--not-root]


Try: otrs.SetPermissions.pl /opt/otrs

Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl <1.4> - 
set OTRS file permissions Copyright (C) 2001-2010 OTRS AG, http://otrs.org/
ERROR: --otrs-user=

I wonder which name of user that I need to give as the value of "--otrs-user". 
Maybe, it happed because that I copyed the file "otrs.SetPermissions.pl" from 
the original installing file "otrs-3.0.6" when I have gotten this kind of 
problem the last time?

Thanks a lot for your help!

Best regards!
Xiaoxing Meng


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel 
Beijen
Sent: vendredi 15 avril 2011 15:35
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Oups! Une erreur est survenue. For install Otrs

Bonjour!

you don't really specify what OS you run on but this can happen if the OTRS 
user is not a member of the web server group or if your permissions are not set 
correctly.

Please try running /opt/otrs/bin/otrs.SetPermissions.pl

--
Mike

On Fri, Apr 15, 2011 at 1:28 PM, Xiaoxing Meng  
wrote:
> I have a probleme that I can't find a soulution. Hoping someone can help me.
>
> Best regards!
>
>
> Oups! Une erreur est survenue.
> Message d'Erreur: Can't create directory
> '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..]
>
> Détails de l'erreur:
> \l ""
> Détails de l'erreur
> Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15
> 13:17:53
> 2011
>
> Message: Can't create directory
> '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/':
> Permission denied
>
> Traceback (8871):
> Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127
> Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37)
> Line: 600
> Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls
> (v1.37) Line: 177
> Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325
> Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line:
> 1102
> Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50
> Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
> Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45
>
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs


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Re: [otrs] Software error

[Carlos Andrés Gallego Arboleda]

Hi,

I think you have a sintax error, plase try if you have a Ubuntu OS

for otrs 2.4.*

bin/SetPermissions.pl --otrs-user=otrs --otrs-group=otrs
--web-user=www-data --web-group=www-data /opt/otrs

for otrs 3.*

bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs
--web-user=www-data --web-group=www-data /opt/otrs




2011/4/15 Xiaoxing Meng 

>  Hi,
> In fact, I have changed the right of access by using "chmod" for each file,
> but at the end of configuration, I got the "Software error".
> Software error:
> ERROR: Need write permission in OTRS home
> Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!!
>
> I tryed to reconfigure the file otrs.SetPermissions.pl and run it.
> I got this as resultat
> Bash:~#perl otrs.SetPermissions.pl
> bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C)
> 2001-2010 OTRS AG, *http://otrs.org/* 
> Usage: otrs.SetPermissions.pl
> [--otrs-user=]
> [--web-user=]
> [--otrs-group=]
> [--web-group=]
> [--admin-user=]
> [--admin-group=]
> [--admin-group-writable]
> [--secure]
> [--not-root]
> 
>
> Try: otrs.SetPermissions.pl /opt/otrs
>
> Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl<1.4> - 
> set OTRS file permissions Copyright (C) 2001-2010 OTRS AG,
> *http://otrs.org/* 
> ERROR: --otrs-user=
>
> I wonder which name of user that I need to give as the value of
> "--otrs-user". Maybe, it happed because that I copyed the file "
> otrs.SetPermissions.pl" from the original installing file "otrs-3.0.6"
> when I have gotten this kind of problem the last time?
>
> Thanks a lot for your help!
>
> Best regards!
> Xiaoxing Meng
>
>
> -Original Message-
> From: otrs-boun...@otrs.org 
> [*mailto:otrs-boun...@otrs.org*]
> On Behalf Of Michiel Beijen
> Sent: vendredi 15 avril 2011 15:35
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Oups! Une erreur est survenue. For install Otrs
>
> Bonjour!
>
> you don't really specify what OS you run on but this can happen if the OTRS
> user is not a member of the web server group or if your permissions are not
> set correctly.
>
> Please try running /opt/otrs/bin/otrs.SetPermissions.pl
>
> --
> Mike
>
> On Fri, Apr 15, 2011 at 1:28 PM, Xiaoxing Meng 
> wrote:
> > I have a probleme that I can't find a soulution. Hoping someone can help
> me.
> >
> > Best regards!
> >
> >
> > Oups! Une erreur est survenue.
> > Message d'Erreur: Can't create directory
> > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..]
> >
> > Détails de l'erreur:
> > \l ""
> > Détails de l'erreur
> > Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15
> > 13:17:53
> > 2011
> >
> > Message: Can't create directory
> > '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/':
> > Permission denied
> >
> > Traceback (8871):
> > Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127
> > Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37)
> > Line: 600
> > Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls
> > (v1.37) Line: 177
> > Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325
> > Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line:
> > 1102
> > Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50
> > Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
> > Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45
> >
> >
> > -
> > 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*
>
>
>
> -
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>
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Re: [otrs] Software error

[Min Never]

Hi Meng,

pls try:
./otrs.SetPermissions.pl otrs www-date /opt/otrs/

on Debian:
./otrs.SetPermissions.pl otrs www-date /usr/share/otrs/

see here:
http://t.cn/hbHsie


- Never


2011/4/15 Xiaoxing Meng :
> Hi,
> In fact, I have changed the right of access by using "chmod" for each file,
> but at the end of configuration, I got the "Software error".
> Software error:
> ERROR: Need write permission in OTRS home
> Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!!
>
> I tryed to reconfigure the file otrs.SetPermissions.pl and run it.
> I got this as resultat
> Bash:~#perl otrs.SetPermissions.pl
> bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions Copyright (C)
> 2001-2010 OTRS AG, http://otrs.org/
> Usage: otrs.SetPermissions.pl
>     [--otrs-user=]
>     [--web-user=]
>     [--otrs-group=]
>     [--web-group=]
>     [--admin-user=]
>     [--admin-group=]
>     [--admin-group-writable]
>     [--secure]
>     [--not-root]
>     
>
> Try: otrs.SetPermissions.pl /opt/otrs
>
> Bash# perl otrs.SetPermissions.pl /opt/otrs bin/otrs.SetPermissions.pl <1.4>
> - set OTRS file permissions Copyright (C) 2001-2010 OTRS AG,
> http://otrs.org/
> ERROR: --otrs-user=
>
> I wonder which name of user that I need to give as the value of
> "--otrs-user". Maybe, it happed because that I copyed the file
> "otrs.SetPermissions.pl" from the original installing file "otrs-3.0.6" when
> I have gotten this kind of problem the last time?
>
> Thanks a lot for your help!
>
> Best regards!
> Xiaoxing Meng
>
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Michiel Beijen
> Sent: vendredi 15 avril 2011 15:35
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Oups! Une erreur est survenue. For install Otrs
>
> Bonjour!
>
> you don't really specify what OS you run on but this can happen if the OTRS
> user is not a member of the web server group or if your permissions are not
> set correctly.
>
> Please try running /opt/otrs/bin/otrs.SetPermissions.pl
>
> --
> Mike
>
> On Fri, Apr 15, 2011 at 1:28 PM, Xiaoxing Meng 
> wrote:
>> I have a probleme that I can't find a soulution. Hoping someone can help
>> me.
>>
>> Best regards!
>>
>>
>> Oups! Une erreur est survenue.
>> Message d'Erreur: Can't create directory
>> '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache[..]
>>
>> Détails de l'erreur:
>> \l ""
>> Détails de l'erreur
>> Backend ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15
>> 13:17:53
>> 2011
>>
>> Message: Can't create directory
>> '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache/':
>> Permission denied
>>
>> Traceback (8871):
>> Module: Kernel::System::Loader::MinifyFiles (v1.17) Line: 127
>> Module: Kernel::Output::HTML::LayoutLoader::_HandleCSSList (v1.37)
>> Line: 600
>> Module: Kernel::Output::HTML::LayoutLoader::LoaderCreateAgentCSSCalls
>> (v1.37) Line: 177
>> Module: Kernel::Output::HTML::Layout::Header (v1.351.2.2) Line: 1325
>> Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.351.2.2) Line:
>> 1102
>> Module: Kernel::Modules::AdminInit::Run (v1.17) Line: 50
>> Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
>> Module: /opt/otrs/bin/cgi-bin/index.pl (v1.89) Line: 45
>>
>>
>> -
>> 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
>
>
> -
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[otrs] Disable "Ticket Lock"

[Muhammad El-Sergani]

Hi all,

Is there anyway to disable ticket locking in anyway?
In other words, just disable the feature.

Thanks and Best Regards,
Muhammad El-Sergani.
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[otrs] OTRS Error: Need TicketID

[Phillip Lynn]

All,

  When we set the following to "no" we get the error below.

  Ticket::Frontend::CustomerTicketMessage###Priority:  We are using 
ORTS version 2.4.9




Error: Need TicketID!

Comment:
Traceback:ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Apr 15 
16:24:42 2011


Message: Need TicketID!

Traceback (11480):
   Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.4) 
Line: 112
   Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47.2.1) 
Line: 384
   Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) 
Line: 852
   Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler 
(unknown version) Line: 48

   Module: (eval) (v1.42) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.42) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31


Thank You,

Phillip Lynn

--
Phillip Lynn
Software Engineer II
NetWolves
Phone:813-579-3214
Fax:813-882-0209
Email: phillip.l...@netwolves.com
www.netwolves.com

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[otrs] Making OTRS' 'Ticket follow up notification' smarter to avoid duplicate emails?

[Mark Shepard]

All -
We have an interesting scenario that is presenting itself, and am curious if 
anyone has any thoughts on how we can resolve it (currently running 3.0.6):


1.   Agent1 (age...@company.com) has 'Ticket 
follow up notification' set to 'Yes'.

2.   Agent1 is subscribed to the 'Issues' queue.

3.   Agent1 creates a Phone Ticket in OTRS in the 'Issues' queue and 
submits the ticket.

4.   Agent1 then creates a thread in Outlook (instead of OTRS) and Cc's 
both the configured OTRS email address 
(o...@company.com) as well as other stakeholders 
required for troubleshooting.

5.   As soon as Agent1 hits send in Outlook, Agent1 immediately receives an 
email from OTRS indicating they have a follow up - even though they sent the 
email (since Agent1 is subscribed to the 'Issues' queue and has 'Ticket follow 
up notification' enabled).

6.   Likewise, as soon as anyone on the thread sends a response, Agent1 
gets two emails -- an email from the existing email thread as well as an email 
from OTRS indicating a follow-up is available.

Is there a way to configure OTRS to not email those subscribed to a queue if 
their email address is already contained in either the To or Cc fields?

Thanks,
Mark

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