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Dustin Oprea | 2 Oct 2006 04:49

OTRS installation..


I was wondering if someone could help me--- I've never used OTRS before, 
and I was hoping to be able to get my company up on it. The problem 
seems to be that after I install the RPMs, all of the paths appear to be 
different than the paths described in the install instructions.

Has anyone else had this problem? I'm using the mainstream YUM 
repositories, so I don't know why I'm having this problem.

Dustin

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Nils Breunese (Lemonbit Internet | 2 Oct 2006 09:09
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Re: OTRS installation..

Dustin Oprea wrote:

> I was wondering if someone could help me--- I've never used OTRS  
> before, and I was hoping to be able to get my company up on it. The  
> problem seems to be that after I install the RPMs, all of the paths  
> appear to be different than the paths described in the install  
> instructions.
>
> Has anyone else had this problem? I'm using the mainstream YUM  
> repositories, so I don't know why I'm having this problem.

What mainstream yum repository? What OS are you using? 'rpm -ql otrs'  
should give you a hint about what the rpm installed and where.

Nils Breunese.

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Dustin Oprea | 2 Oct 2006 14:14

Re: OTRS installation..


I mean that it is the regular Fedora Yum repositories.

The documentation says I should be able to access it via 
http://localhost/otrs/installer.pl, but the installer.pl script is 
installed to /var/www/otrs/bin/cgi-bin/.

It just doesn't work. Any ideas?

Nils Breunese (Lemonbit Internet) wrote:

> Dustin Oprea wrote:
>
>> I was wondering if someone could help me--- I've never used OTRS  
>> before, and I was hoping to be able to get my company up on it. The  
>> problem seems to be that after I install the RPMs, all of the paths  
>> appear to be different than the paths described in the install  
>> instructions.
>>
>> Has anyone else had this problem? I'm using the mainstream YUM  
>> repositories, so I don't know why I'm having this problem.
>
>
> What mainstream yum repository? What OS are you using? 'rpm -ql otrs'  
> should give you a hint about what the rpm installed and where.
>
> Nils Breunese.
>
>
> _______________________________________________
(Continue reading)

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Peter van Beugen | 2 Oct 2006 14:40
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RE: OTRS installation..

Did you restart Apache?

-----Oorspronkelijk bericht-----
Van: otrs-bounces <at> otrs.org [mailto:otrs-bounces <at> otrs.org] Namens Dustin
Oprea
Verzonden: maandag 2 oktober 2006 14:15
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] OTRS installation..

I mean that it is the regular Fedora Yum repositories.

The documentation says I should be able to access it via 
http://localhost/otrs/installer.pl, but the installer.pl script is 
installed to /var/www/otrs/bin/cgi-bin/.

It just doesn't work. Any ideas?

Nils Breunese (Lemonbit Internet) wrote:

> Dustin Oprea wrote:
>
>> I was wondering if someone could help me--- I've never used OTRS  
>> before, and I was hoping to be able to get my company up on it. The  
>> problem seems to be that after I install the RPMs, all of the paths  
>> appear to be different than the paths described in the install  
>> instructions.
>>
>> Has anyone else had this problem? I'm using the mainstream YUM  
>> repositories, so I don't know why I'm having this problem.
>
(Continue reading)

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Her, Andre | 2 Oct 2006 14:47
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RE: OTRS installation..

You should have a alias similar to this one in your httpd.conf.

  Alias /otrs-web/ "/usr/usr200/otrs/var/httpd/htdocs/"
  ScriptAlias /otrs/ "/usr/usr200/otrs/bin/cgi-bin/"

 Alias /otrs "/usr/usr200/otrs/bin/cgi-bin/"

And restart apache..
Andre

-----Original Message-----
From: otrs-bounces <at> otrs.org [mailto:otrs-bounces <at> otrs.org] On Behalf Of
Dustin Oprea
Sent: maandag 2 oktober 2006 14:15
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] OTRS installation..

I mean that it is the regular Fedora Yum repositories.

The documentation says I should be able to access it via
http://localhost/otrs/installer.pl, but the installer.pl script is
installed to /var/www/otrs/bin/cgi-bin/.

It just doesn't work. Any ideas?

Nils Breunese (Lemonbit Internet) wrote:

> Dustin Oprea wrote:
>
>> I was wondering if someone could help me--- I've never used OTRS
(Continue reading)

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Nils Breunese (Lemonbit Internet | 2 Oct 2006 14:50
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Re: OTRS installation..

Op 2-okt-2006, om 14:14 heeft Dustin Oprea het volgende geschreven:

> I mean that it is the regular Fedora Yum repositories.

Ah ok, Fedora. I see it's in Fedora Extras these days. Nice.

> The documentation says I should be able to access it via http:// 
> localhost/otrs/installer.pl, but the installer.pl script is  
> installed to /var/www/otrs/bin/cgi-bin/.

What's the problem with this? The apache config installed with the  
otrs package should make sure http://localhost/otrs/installer.pl  
serves the file in /var/www/otrs/bin/cgi-bin/.

> It just doesn't work. Any ideas?

Did you restart apache (service httpd restart)?

Nils Breunese.
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Alex Mihicinac | 2 Oct 2006 15:02
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Ticket Age <- Last Article Date?

Hi all,

can someone tell if it's possible, to customize ticket "Age:" in 
queueview? It would be nice to have date of last article shown instead.

Best regards,

Alex
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Cyril Picat | 2 Oct 2006 16:01

Size of the text inputs in the customer user management GUI


Hi everybody,

and first thanks for this great job, I have installed ORTS 2.0.4 last week
and all is workin g very nicely.

Anyway, I am through the customization process and would like to add some
extra information in the customer user table. As we are supporting a
software, I would like to add some new fields like the product, version, and
precise configuration in use by each customer.
I have checked in the documentation and it is quite well explained how to do
this (I am using a standard customer backend with mysql, so the process is
updating the database and then Config.pm). Actually, my only question is how
to change the GUI to allow a text box larger than the default one that is
about 40 characters. I have checked in the database and it seems that the
text area size does not depend on the size of the declared field in the
database (for example in 'customer_user', 'last_name' is a varchar(100) and
'comments' a varchar(250) in mysql but you could only enter about 40
characters for both). Is there a way to do this ?

Thanks,

Cyril

PS: if not, would it be possible to attach a zip file to each customer data
and to be able to retrieve it through the interface directly (I guess it is
possible through the database but it is not very user-friendly for the
agents)

--
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Marc Herms | 2 Oct 2006 17:12

Response BEFORE original message, not after

I had this issue already 2 years ago and configured OTRS in the correct way (for me), but then I had to install it new and now it´s gone. Now, when I reply to a message and choose a response, the response is AFTER the original message, but I would like to have it BEFORE! How can I change this?

thanks,

marc

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Nils Breunese (Lemonbit Internet | 2 Oct 2006 17:36
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Re: Response BEFORE original message, not after

Marc Herms wrote:

> I had this issue already 2 years ago and configured OTRS in the  
> correct way (for me), but then I had to install it new and now it´s  
> gone. Now, when I reply to a message and choose a response, the  
> response is AFTER the original message, but I would like to have it  
> BEFORE! How can I change this?

See the docs: http://doc.otrs.org/2.0/en/html/ 
x7930.html#Ticket:Frontend::Agent::Ticket::ViewZoom

Admin -> SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewZoom ->  
Ticket::Frontend::ZoomExpandSort

Nils Breunese.

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Gmane