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by ferrosti
01 Dec 2014, 15:27
Forum: Hilfe
Topic: MySQL Problem beim einrichten von OTRS
Replies: 10
Views: 966

Re: MySQL Problem beim einrichten von OTRS

Code: Select all

AH01215: Message: Module DBD/mysql.pm not in @INC


Das deutet für mich darauf hin, dass DBD::mysql nicht installiert oder im falschen Pfad liegt.
Schau mal hier:
http://dev.mysql.com/downloads/dbi.html
by ferrosti
17 Jun 2013, 17:09
Forum: General
Topic: Package Verification in OTRS 3.1.16 / 3.2.7
Replies: 45
Views: 35122

Re: Package Verification in OTRS 3.1.16 / 3.2.7

OTRS AG is not starting anything. It´s rather like a drop of friends. They used to have an employee to support the community, which is no more (at least not communicated). They have once hosted this forum. Well, watch your URL, it´s not OTRS any more. It´s otterhub. Does otterhub as THE community pl...
by ferrosti
28 May 2013, 21:31
Forum: General
Topic: Package Verification in OTRS 3.1.16 / 3.2.7
Replies: 45
Views: 35122

Re: Package Verification in OTRS 3.1.16 / 3.2.7

@crythias 1) OTRS AG is collecting data without telling their users 2) wording of the 'error' message sucks (sic!) 3) using the sent data makes it easy to 3.1) make statistics about package installations 3.2) these statistics can be used to gain competitive advantage over e.g. znuny, cape it, perl-s...
by ferrosti
27 May 2013, 17:13
Forum: General
Topic: Package Verification in OTRS 3.1.16 / 3.2.7
Replies: 45
Views: 35122

Re: Package Verification in OTRS 3.1.16 / 3.2.7

Yeah, OTRS is in deep need of an array that consist of a package name and its MD5 sum. 8)
by ferrosti
27 May 2013, 16:13
Forum: General
Topic: Package Verification in OTRS 3.1.16 / 3.2.7
Replies: 45
Views: 35122

Re: Package Verification in OTRS 3.1.16 / 3.2.7

OTRS AG already has its own Package Servers for their customers. This especially applies for their Feature Addons. Checksums like MD5 or SHA would be enough to show, whether the downloaded package was quality approved by OTRS AG. Anyways, either one has a support contract with OTRS AG or not. In cas...
by ferrosti
27 May 2013, 12:56
Forum: General
Topic: Package Verification in OTRS 3.1.16 / 3.2.7
Replies: 45
Views: 35122

Re: Package Verification in OTRS 3.1.16 / 3.2.7

From a vendors point of view I´d also reject responsibility for software that did not pass my QA.

The way OTRS AG once more kicks its communities butt it would be a good point of time for a community fork of OTRS.

my .02€
by ferrosti
07 May 2013, 19:30
Forum: Allgemeines
Topic: Linuxtage Berlin 2013 - Community Treffen
Replies: 14
Views: 1177

Re: Linuxtage Berlin 2013 - Community Treffen

Du bist so gut zu mir ;)
by ferrosti
06 May 2013, 18:44
Forum: Allgemeines
Topic: Linuxtage Berlin 2013 - Community Treffen
Replies: 14
Views: 1177

Re: Linuxtage Berlin 2013 - Community Treffen

Wie wäre es mit Freitag? Da wäre ich auch in Berlin.
by ferrosti
26 Apr 2013, 17:54
Forum: General
Topic: [Closed] Super Agents that can access locked tickets?
Replies: 8
Views: 621

Re: [Closed] Super Agents that can access locked tickets?

Adding notes is always possible, locked or not.
by ferrosti
19 Apr 2013, 14:53
Forum: Help
Topic: OTRS 3.1.14 install issues - LDAP
Replies: 9
Views: 2169

Re: OTRS 3.1.14 install issues - LDAP

A classical backup usually is no good idea. Problem in this case: A backup is usually run once a day. Every incoming mail or whatever in between backuptime to desaster would be lost. What I implemented is mySQLs binlog in combination with snapshots. Once a day I FLUSH TABLES WITH WRITE LOCK, wait fo...
by ferrosti
17 Apr 2013, 21:55
Forum: Help
Topic: any recommend of multiple group in single queue?
Replies: 6
Views: 1097

Re: any recommend of multiple group in single queue?

Nope 1 Queue, 1 Group n Groups, n Roles n Roles, n Agents In OTRS a Group is nothing more than a placeholder for permissions. To apply a permission set (Group) to a Queue, you'll need to have it set up before setting up the Queue. Naming them like its respective Queue makes it a lot easier to manage...
by ferrosti
16 Apr 2013, 08:19
Forum: Hilfe
Topic: Installation und Update 3.1.9 auf 3.2.5
Replies: 5
Views: 851

Re: Installation und Update 3.1.9 auf 3.2.5

Gut, ein paar Fragen hättest Du Dir auch mit google beantworten können. Tarball: Dateiendung für gepackte Linux Dateien .tar.gz oder .tgz Du solltest die .msi Datei entpacken, um an die Rohdateien ranzukommen und sie einfach nur kopieren zu können, statt die .tgz zu entpacken. bin/otrs.SetPermission...
by ferrosti
12 Apr 2013, 15:29
Forum: Help
Topic: [SOLVED] I am the owner of all open tickets via email.
Replies: 13
Views: 896

Re: I am the owner of all open tickets via email.

User ID 1 is meant to be used for the OTRS system user only. That is why everything is assigned to you, since you made yourself a system user.
by ferrosti
12 Apr 2013, 15:27
Forum: Help
Topic: Dashboars ticket stats - size?
Replies: 3
Views: 301

Re: Dashboars ticket stats - size?

At least I am in the need of evaluating one in the upcoming weeks. Since some folks told me that he uses JR with OTRS I´d possibly go the same way.
This depends on whether there is other reporting software in use at my company.
by ferrosti
12 Apr 2013, 12:49
Forum: Hilfe
Topic: Installation und Update 3.1.9 auf 3.2.5
Replies: 5
Views: 851

Re: Installation und Update 3.1.9 auf 3.2.5

Ich habe es bisher nur unter Linux durchgeführt. Eigentlich sollte es auch für Windows klar werden, wenn Du in die UPGRADING Datei der aktuellen Version schaust. Die ist zwar für Linux, aber die Schritte für das Backend sollten gleich sein. Ich würde ein Backup ziehen, das MSI entpacken (nicht insta...
by ferrosti
12 Apr 2013, 12:28
Forum: Help
Topic: [SOLVED] I am the owner of all open tickets via email.
Replies: 13
Views: 896

Re: I am the owner of all open tickets via email.

Well, take the mySQL client of your choice (e.g. mySQL Workspace), open the users table and look, whether your user has got id = 1;
by ferrosti
12 Apr 2013, 12:21
Forum: Allgemeines
Topic: Linuxtage Berlin 2013 - Community Treffen
Replies: 14
Views: 1177

Re: Linuxtage Berlin 2013 - OTRS Workshop / Community Treffe

Wie wäre es mit einem 'Under the Hood'? - ACLs - Filter (ggf. selbst geschriebene, die in der Oberfläche nicht abgebildet werden können) - weitere Automatismen (ECHTE, automatisierte Eskalationen) z.B. Nach Überschreiten der Solution Time geht das Ticket aus einer Sub- in die Hauptqueue und wird ent...
by ferrosti
11 Apr 2013, 17:06
Forum: Help
Topic: Logon with restricted account
Replies: 19
Views: 718

Re: Logon with restricted account

Vista is no kidding, Windows ME were ;)

Just a shot into the wild, but I believe that IIS on W2012 or Apache on W2012 would do better regarding this issue.
by ferrosti
11 Apr 2013, 16:55
Forum: Help
Topic: Upgrade from 3.0 to 3.1 - DB Migration Fails
Replies: 5
Views: 1027

Re: Upgrade from 3.0 to 3.1 - DB Migration Fails

Why not running mysql Workbench simultaneously and having a look at the process list?
I´d say your mysql timeout is too low. What happens when you fire up the mentioned SQL straight from mysql workspace?
by ferrosti
11 Apr 2013, 16:44
Forum: Help
Topic: Logon with restricted account
Replies: 19
Views: 718

Re: Logon with restricted account

Are you really running OTRS on a Windows XP computer?
by ferrosti
11 Apr 2013, 16:39
Forum: Help
Topic: Dashboars ticket stats - size?
Replies: 3
Views: 301

Re: Dashboars ticket stats - size?

This does not make too much sense 8) A one year statistic is nothing that is in focus in a timely manner. This is about reporting. I´d rather go for something like jasper reports, than something like that. The dashboard should give the agent an overview about what is going on ATM, not about statisti...
by ferrosti
11 Apr 2013, 16:32
Forum: Help
Topic: Logon with restricted account
Replies: 19
Views: 718

Re: Logon with restricted account

Add your OTRS webserver to the list of restricted clients and you should be good to go.
by ferrosti
11 Apr 2013, 16:12
Forum: Help
Topic: [SOLVED] I am the owner of all open tickets via email.
Replies: 13
Views: 896

Re: I am the owner of all open tickets via email.

Have a look at your database, user table. Is your agent user running with id 1?
by ferrosti
11 Apr 2013, 16:10
Forum: Help
Topic: Configuration Question
Replies: 7
Views: 415

Re: Configuration Question

The topic can be changed by adding a note.
by ferrosti
11 Apr 2013, 16:03
Forum: Help
Topic: any recommend of multiple group in single queue?
Replies: 6
Views: 1097

Re: any recommend of multiple group in single queue?

Queue 1<->1 Group n<->n Role n<->n Agent A Group in OTRS is nothing more than a placeholder for permissions. Rather than naming it 'group' think of it as 'queue-permission'. So this goes for a 1:1 relationship. One can do 1:n, but I´d never go for it! 1. Assign each Queue one Group (it makes sense t...
by ferrosti
11 Apr 2013, 15:53
Forum: Help
Topic: Znuny Dashboard Customer Map for Windows OTRS
Replies: 6
Views: 554

Re: Znuny Dashboard Customer Map for Windows OTRS

Have a look at your customer field mapping in config.pm
The fields need to have the name given in this error message.
by ferrosti
11 Apr 2013, 15:46
Forum: General
Topic: [Closed] Super Agents that can access locked tickets?
Replies: 8
Views: 621

Re: Super Agents that can access locked tickets?

Usually one should not take over a ticket for good reasons. One needs to make sure that noone is working on it.
If that´s the case and your supervisor needs to take over, all he needs to do is set the owner to himself and work on it.
by ferrosti
11 Apr 2013, 15:37
Forum: Help
Topic: -e: print() on closed filehandle LOG error
Replies: 27
Views: 6875

Re: -e: print() on closed filehandle LOG error

Are you running a perl version <= 5.10?
Try whether upgrading perl helps.
by ferrosti
02 Apr 2013, 16:30
Forum: Help
Topic: Link SLA to Criticality
Replies: 4
Views: 790

Re: Link SLA to Criticality

They have a SLA, but if the urgency of the ticket must be raised to Critical, the SLA changes And still you are with crythias. This is about another SLA, not the same. It is one thing to have a look at a tickets criticality and another one to look at the left time to close the ticket successfully. ...
by ferrosti
02 Apr 2013, 16:22
Forum: Help
Topic: Translate "Decision" result values. How?
Replies: 1
Views: 173

Re: Translate "Decision" result values. How?

Have a look at the part about OTRS translation. This is the way it goes.
$OTRS_HOME/Kernel/Language/<CustomTranslationFile>
by ferrosti
07 Mar 2013, 16:46
Forum: Hilfe
Topic: CMDB Mandantenfähig
Replies: 1
Views: 917

Re: CMDB Mandantenfähig

Hallo Alex, OTRS ist leider nicht mandantenfähig. Wir haben dafür ein eigenes Modul entwickeln lassen, welches nicht gerade trivial ist. Das Problem liegt nachher auf der Kundenseite, da ein Kunde bei allen Mandanten Kunde sein kann. Dies kann verschiedene Seiteneffekte herbeiführen. Die Trennung im...
by ferrosti
13 Feb 2013, 16:09
Forum: Howtos
Topic: OTRS on IIS 7.5 + SQL 2008 (solution to performance issues)
Replies: 10
Views: 6762

Re: OTRS on IIS 7.5 + SQL 2008 (solution to performance issu

It seems like DBI and ADO do have different defaults for their connection character set. In your case you should find out how to a) convert your DB to UTF-8 as default b) change your ADO connection string to UTF-8 These errors should be gone by then. I have been working with ADO 2.5 like 12-13 years...
by ferrosti
13 Feb 2013, 15:56
Forum: Help
Topic: FAQ Module: corrupted articles
Replies: 10
Views: 1300

Re: FAQ Module: corrupted articles

I do not have the FAQ module installed.
Is it using the richtext editor CKedit? In this case an update might help on this one.
by ferrosti
13 Feb 2013, 15:29
Forum: Help
Topic: Errors after upgrading 3.1.1
Replies: 7
Views: 772

Re: Errors after upgrading 3.1.1

What does "reinstalling all js from tarball." mean ?


I assume you should download the .tar.gz OTRS installation version and replace these files in installation path from this source.
Afterwards on should execute the aforementioned scripts and possibly restart the webserver (service).
by ferrosti
13 Feb 2013, 15:19
Forum: Help
Topic: [SOLVED] Internal Server Error on Ticket Zoom
Replies: 5
Views: 1563

Re: [SOLVED] Internal Server Error on Ticket Zoom

I experience the same error running OTRS 3.0.17. I got it the first time for a long time now today. It´s been like 3 years or so since it happened first. Could it be due to an old perl version? I am running perl 5.8.8 on this erroneous one. Latest SLES uses 5.10.0, but I cannot test it on this machi...
by ferrosti
14 Jan 2013, 13:35
Forum: Help
Topic: perl Editor for OTRS development
Replies: 2
Views: 353

Re: perl Editor for OTRS development

It depends on.
For small code changes and dirty hacking I usually use vi.

For development itself I like my eclipse.
by ferrosti
14 Jan 2013, 13:21
Forum: Help
Topic: OTRS LDAP 'First bind failed' issue
Replies: 11
Views: 1379

Re: OTRS LDAP 'First bind failed' issue

Please always place your code into 'Code' brackets. I need to have a look at the full lines of the error code. (Private data replaced) Reason is, I cannot see which modules give this error. Once again: you should define a filter for your LDAP search. Take some LDAP query tools (such as 'luma') and f...
by ferrosti
10 Jan 2013, 20:25
Forum: Help
Topic: OTRS LDAP 'First bind failed' issue
Replies: 11
Views: 1379

Re: OTRS LDAP 'First bind failed' issue

Did you also change UserDN => 'terrychen@xxx.com', to a valid DN? You should uncomment your search pre- and suffix! Name => 'terrychen', Is not meant to show a username. This value stores the name of the connection that will be shown in the drop down box in OTRS when selecting the customer backend. ...
by ferrosti
10 Jan 2013, 20:11
Forum: General
Topic: Facing some Problem....Please help me out
Replies: 18
Views: 1682

Re: Facing some Problem....Please help me out

Well, for new problems one should open new posts

my .02$ 8)
by ferrosti
08 Jan 2013, 12:08
Forum: Help
Topic: OTRS LDAP 'First bind failed' issue
Replies: 11
Views: 1379

Re: OTRS LDAP 'First bind failed' issue

Your SearchUserDN needs to be specified as a DN, not as userPrincipalName!

Code: Select all

$Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=terrychen,OU=Objectgroup,DC=yoursubdomain,DC=yourdomain,DC=net';

That should be all you need to change.
by ferrosti
28 Nov 2012, 21:44
Forum: General
Topic: Facing some Problem....Please help me out
Replies: 18
Views: 1682

Re: Facing some Problem....Please help me out

Try
$OTRS_HOME/bin/otrs.CheckModules.pl
by ferrosti
27 Nov 2012, 12:15
Forum: General
Topic: Does OTRS support Load Balancing?
Replies: 13
Views: 2360

Re: Does OTRS support Load Balancing?

jojo is talking about a network file system, like cifs or nfs. One needs to make sure that file locking applies through the file system, since only one process is allowed to write to the file.
You need to make sure that the network file system you choose supports native file locking.
by ferrosti
27 Nov 2012, 12:05
Forum: General
Topic: Hardware
Replies: 3
Views: 353

Re: Hardware

Well, more RAM would only make sense when mySQL is installed in 64bit version. In case you installed OTRS from .msi and use its 32bit mySQL version it will not make use of it. I am running my Systems on Linux and handle up to a thousand tickets a day with about two thousand open tickets, handled by ...
by ferrosti
27 Nov 2012, 11:48
Forum: General
Topic: Facing some Problem....Please help me out
Replies: 18
Views: 1682

Re: Facing some Problem....Please help me out

Well, you could have taken a look at the manuals first or at the FAQ:
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom&ItemID=370

Seems like you´d rather go for IMAPS than IMAP.
by ferrosti
23 Nov 2012, 17:58
Forum: Help
Topic: -e: print() on closed filehandle LOG error
Replies: 27
Views: 6875

Re: -e: print() on closed filehandle LOG error

Hi crythias,
I have not experienced this error for more than ten months now. It could possibly have to do with an upgrade of our ESXi machines. That´s why I were asking.

Regards,
Chris
by ferrosti
23 Nov 2012, 17:48
Forum: Help
Topic: OTRS Apache HTTP server upgrade status
Replies: 4
Views: 455

Re: OTRS Apache HTTP server upgrade status

I cannot assist in Windows environments, since I never touched any OTRS installations on it. Despite of that I´d go for the .zip installation, rather than .msi, since you´l be able to handle every backend system yourself. So in case you´ll find mysql 5.6 with innodb and fulltext index more interesti...
by ferrosti
23 Nov 2012, 17:40
Forum: Help
Topic: GenericAgent and PostMasterMailbox Error
Replies: 8
Views: 974

Re: GenericAgent and PostMasterMailbox Error

This is not about Update.pl!
by ferrosti
13 Nov 2012, 19:20
Forum: Help
Topic: change responsible name in Customer interface
Replies: 4
Views: 433

Re: change responsible name in Customer interface

I´ve done lots of customizations to its backend, as well as its frontend. It is not too bad, but I do not have the time to fully advice. First of all have a look at the developer manual and see how it works. All you need to do is to add the variable in the right place and use it as a parameter in th...
by ferrosti
13 Nov 2012, 11:41
Forum: Help
Topic: update to OTRS 3.1.11 TicketFilter Breaks!
Replies: 17
Views: 1367

Re: update to OTRS 3.1.11 TicketFilter Breaks!

In your case I would revert to the original states and change the translation file instead. In there you are able to insert your own wording without having to change these parameters, which are quite essential.

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