Search found 26 matches

by jforrow
16 Dec 2015, 20:02
Forum: Help
Topic: [solved] 5.0.3 upgrade problems
Replies: 4
Views: 787

[SOLVED] 5.0.3 upgrade problems

went through the installation again, but used console.pl to manually upgrade all my packages.

refreshed config & rebuilt cache and everything works.
by jforrow
16 Dec 2015, 13:58
Forum: Help
Topic: SOLVED:: systemlog errors : Need TicketID!
Replies: 1
Views: 607

Re: SOLVED:: systemlog errors : Need TicketID!

If anyone is interested I've found the problem. The ID value in ticket table suddenly increased from 6 digits to 19 digits. As this field is a bigint datatype, it exceeded the PHP limit and started causing errors. Correcting the ID value to a 6 digit number and resetting the auto increment value sto...
by jforrow
02 Dec 2015, 19:21
Forum: Help
Topic: SOLVED:: systemlog errors : Need TicketID!
Replies: 1
Views: 607

SOLVED:: systemlog errors : Need TicketID!

I'm seeing errors in my system log following an upgrade to OTRS 4.0.14: Wed Dec 2 16:56:57 2015 notice OTRS-CGI-10 Permission denied (UserID: 5 'ro' on TicketID: 8390047166440283000)! Wed Dec 2 16:56:57 2015 error OTRS-CGI-10 Need QueueID! Wed Dec 2 16:56:57 2015 error OTRS-CGI-10 No such TicketID (...
by jforrow
01 Dec 2015, 13:23
Forum: Help
Topic: [solved] 5.0.3 upgrade problems
Replies: 4
Views: 787

Re: 5.0.3 upgrade problems

Just follow the guide: http://otrs.github.io/doc/manual/admin/ ... ading.html and upgrade to v 5.0.3 Many things are now handled by bin/otrs.Console.pl, check it out I have read through the guide, and I may be being stupid, but I cant see a step where the otrs server is started. The section describ...
by jforrow
30 Nov 2015, 19:03
Forum: Help
Topic: [solved] 5.0.3 upgrade problems
Replies: 4
Views: 787

[solved] 5.0.3 upgrade problems

Hi I recently upgraded to v5.0.1 using rpm and following the instructions on the otrs website. After install, the command: service otrs start did not work. I started the otrs daemon, hoping this was a new way of starting the server. I get a 500 error from the login attempt. I've been trying various ...
by jforrow
12 Jun 2013, 18:39
Forum: General
Topic: how to set default ticket type
Replies: 1
Views: 615

how to set default ticket type

Hi,

I'm suffering complete memory loss. How do i configure the default type when a ticket is created via postmaster?

Thanks
by jforrow
18 Apr 2013, 13:51
Forum: Help
Topic: Login prompt opening attachments
Replies: 5
Views: 494

Re: Login prompt opening attachments

Bump?

Anyone got any ideas?
by jforrow
02 Apr 2013, 13:49
Forum: Help
Topic: Login prompt opening attachments
Replies: 5
Views: 494

Re: Login prompt opening attachments

Sorry for the delay in replying.

DB Storage for attachments.
by jforrow
14 Mar 2013, 18:34
Forum: Help
Topic: Login prompt opening attachments
Replies: 5
Views: 494

Re: Login prompt opening attachments

To provide some more information. Extract from access.log showing me clicking the attachment, logging into OTRS again and downloading the attachment: <MYIP> - - [14/Mar/2013:16:28:13 +0000] "GET /otrs/index.pl/Screenshot-2013-03-12_09.44.14.png?Action=AgentTicketAttachment;ArticleID=619822;FileID=5 ...
by jforrow
12 Mar 2013, 12:23
Forum: Help
Topic: Login prompt opening attachments
Replies: 5
Views: 494

Login prompt opening attachments

I recently upgraded from OTRS 3.1.2 to 3.1.12 and my users are now being prompted to login when they try to open attachments.

This issue only affects Prod, not Test server.

Any ideas?

Thanks
by jforrow
03 Nov 2011, 17:01
Forum: Help
Topic: Urgent help please: Queue View not loading
Replies: 2
Views: 512

SOLVED Urgent help please: Queue View not loading

Logs showed nothing obvious.

I ran myisamchk *.MYI on the OTRS database files and found several corruptions.

I fixed these and the problem seems to be fixed.

Thanks
by jforrow
03 Nov 2011, 12:13
Forum: Help
Topic: Urgent help please: Queue View not loading
Replies: 2
Views: 512

Urgent help please: Queue View not loading

We had a power outage this morning that caused the OTRS server to shutdown in a non controlled manner. I subsequently restarted the server and OTRS seemed OK, I could login, view a ticket etc. However, when I click on Queue View, my browser window turns white (all otrs banners/menus are gone), and t...
by jforrow
13 Sep 2011, 09:35
Forum: Help
Topic: postmaster cron job
Replies: 2
Views: 632

Re: postmaster cron job

This is the otrs crontab: I don't understand why postmaster still tries to run between 2300 and 0300. # Run the Backup Routine at 23:00 every night 20 23 * * * /$HOME/scripts/backup.pl -d /var/otrs_backups/ -r 30 -t fullbackup # delete expired cache weekly (Sunday mornings) 30 3 * * 0 $HOME/bin/otrs...
by jforrow
12 Sep 2011, 11:35
Forum: Help
Topic: postmaster cron job
Replies: 2
Views: 632

postmaster cron job

Hi, I've configured my OTRS user's crontab to disable the postmaster, generic agent and pending tasks jobs 2300 and 0300 while the backup runs. I've done this to try and trouble shoot some problems I'm having where multiple PostMaster tasks queue up overnight. I've found that despite the cron tasks ...
by jforrow
30 Mar 2011, 17:39
Forum: Help
Topic: Removing otrs from customer url
Replies: 2
Views: 1000

Removing otrs from customer url

Hi I want to hide the otrs text so it doesn't appear in the url for Customer web pages. I've configured apache to rewrite the url as: https://SERVER /servicedesk/ customer.pl but as soon as I login, the url reverts to: https://SERVER /otrs/ customer.pl?Action=CustomerTicketOverView;Subaction=MyTicke...
by jforrow
03 Mar 2011, 17:30
Forum: Help
Topic: Postmaster Filter and CustomerID
Replies: 0
Views: 543

Postmaster Filter and CustomerID

Hi, I have a postmaster filter setup to assign emails from @prog-base.com to the CustomerID PPB as follows: Filter Condition Header 1: 'From' Value 1:'@prog\-base\.' Set email headers Header 1: 'X-OTRS-CustomerNo' Value1:'PPB' This works fine. However, I have a customer with the email address and us...
by jforrow
10 Feb 2011, 19:17
Forum: Help
Topic: Problem after upgrade itsm
Replies: 10
Views: 2586

Re: Problem after upgrade itsm

Hi all,

I'm running OTRS 3.0.5 with ITSM 3.0 Beta 3.

The same error occurs when adding a note to a ticket.
by jforrow
10 Feb 2011, 19:16
Forum: Help
Topic: Statistics not working in V3.0.4
Replies: 1
Views: 949

Re: Statistics not working in V3.0.4

Update:

I've opened a bug report for this issue, but in the meantime, I've found that the error only happens when customer_id contains space characters.
by jforrow
08 Feb 2011, 16:34
Forum: Help
Topic: Help a newbie customize the Customer web pages - V3.0.4
Replies: 1
Views: 535

Help a newbie customize the Customer web pages - V3.0.4

Hi, I need to customize the Customer pages (customer.pl) in OTRS V3.0.4. Nothing major, just adding my company logo, and some custom wording. I've read the Developer manual, but It's not helping; I'm not a developer. Should I be creating a new Skin under /opt/otrs/var/httpd/htdocs/skins/Customer? If...
by jforrow
20 Jan 2011, 12:10
Forum: Help
Topic: Statistics not working in V3.0.4
Replies: 1
Views: 949

Statistics not working in V3.0.4

UDATE : I carried out a duplicate upgrade and can confirm that this problem occurs once the upgrade to 3.0.1 happens. Got a strange problem that's come to light since upgrading to V3.0.4. Statistics that were working on my old V2.4.3 installation no longer return data. The statistic appears to run, ...
by jforrow
23 Dec 2010, 11:18
Forum: Help
Topic: AJAX.dtl
Replies: 3
Views: 655

Re: AJAX.dtl

No theme installed. Module list is: FAQ 1.6.92 GeneralCatalog 1.3.2 ImportExport 1.3.2 iPhoneHandle 1.0.2 ITSMConfigurationManagement 1.3.2 ITSMCore 1.3.2 ITSMIncidentProblemManagement 1.3.2 ITSMServiceLevelManagement 1.3.2 MasterSlave 1.1.1 Support 1.2.6 Survey 1.1.7 SystemMonitoring 2.2.1
by jforrow
23 Dec 2010, 10:48
Forum: Help
Topic: AJAX.dtl
Replies: 3
Views: 655

AJAX.dtl

I've been running OTRS 3.0.4 in test for a while. Last night I copied my "Production" 2.4.x Database to the 3.0.4 server and ran the upgrade scripts. Generally, everything looks OK, but I do see an error in the Syslog: Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/AJAX.dtl No such fil...
by jforrow
24 Nov 2010, 17:29
Forum: Help
Topic: Switching StorageModule to ArticleStorageFS
Replies: 4
Views: 3040

Re: Switching StorageModule to ArticleStorageFS

This was reported as a bug today and a fix is available for download: Bugzilla entry: http://bugs.otrs.org/show_bug.cgi?id=6382 File download: http://source.otrs.org/viewvc.cgi/otrs/bin/otrs.ArticleStorageSwitch.pl?revision=1.11&view=markup It's in the 3.0.x manual (but even so applicable for 2.4.x)...
by jforrow
24 Nov 2010, 11:12
Forum: Help
Topic: Switching StorageModule to ArticleStorageFS
Replies: 4
Views: 3040

Re: Switching StorageModule to ArticleStorageFS

It's in the 3.0.x manual (but even so applicable for 2.4.x): http://doc.otrs.org/3.0/en/html/c3207.html#performance-tuning-otrs-storage Thanks, I switched over to FS Article Storage thorugh the SYSconfig interface last night. When I ran: bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d Artic...
by jforrow
17 Nov 2010, 15:00
Forum: Help
Topic: Switching StorageModule to ArticleStorageFS
Replies: 4
Views: 3040

Switching StorageModule to ArticleStorageFS

Hi, Been running OTRS 2.4.x for about a year now and the MySQL database is huge. I'd like to switch to the File System storage for future attachments, but does anyone know how to etract exising attachments from the DB to FS storage? This would really help me reduce the size of my database. Thanks Jon
by jforrow
02 Sep 2010, 16:30
Forum: Help
Topic: Deny changing owner to specific account
Replies: 0
Views: 509

Deny changing owner to specific account

Hi, Newbie to the forum, but have been using OTRS since October last year. I've been asked if it's possible to stop users from changing ticket ownership to a specific user. For example, I have a user called Steve. I want Steve to be able to view tickets, change ownership, add notes etc, but I don't ...