Category Archives: OTRS

OTRS for Android App

Current I publish  my OTRS for Android App. It is very helpful for everyone to manage tickets from Android smart phone. You can download from Google Play

Base on iPhone handle module, we announces the stable release of the HelpDesk 1.12 for android devices.
We updated next release version 1.12 on 13-Mar-2015.

Release Details

  • Release name: Android Help Desk 1.12
  • Required OTRS release: OTRS Help Desk 3.2.1 or higher
  • Recommended OTRS release: OTRS Help Desk 3.2.1 or higher
  • Release date: Mar 13, 2015
  • Release type: Stable

What news:

  • Store your credential and auto login to OTRS.
  • You can change setting to sort by, order by attribute: Age, Owner, Reponsile, Customer, …
  • Fix bugs: connection timeout.

Features

  • Monitor tickets on OTRS Help Desk system.
  • Create new phone ticket.
  • Add Note.
  • Update, Reply ticket.
  • Move to another queue.
  • Change ticket states (include close ticket).

Cannot login to OTRS after update to OTRS 4

Symptom: Upgrade OTRS 3 to OTRS 4.

Problem:

After update to OTRS 4, I cannot login with agent role. Website address: http://server:port/otrs/index.pl

Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request.

Solution:

Check log file of apache in the system to understand what is the problem.

Example:

$tail -f /var/log/httpd/error_log

[Mon Dec 22 16:05:52 2014] -e: (in cleanup) Can’t call method “Get” on an undefined value at /opt/otrs//Kernel/System/AuthSession/FS.pm line 547.
[Mon Dec 22 16:06:09 2014] -e: (in cleanup) Can’t call method “Get” on an undefined value at /opt/otrs//Kernel/System/AuthSession/FS.pm line 547.
[Mon Dec 22 16:06:43 2014] -e: (in cleanup) Can’t call method “Get” on an undefined value at /opt/otrs//Kernel/System/AuthSession/FS.pm line 547.
[Mon Dec 22 16:06:43 2014] [error] [Mon Dec 22 16:06:43 2014] -e: Got no DBObject at /opt/otrs//Kernel/System/Stats/Static/FAQAccess.pm line 26.\n\t(in cleanup) Can’t call method “Get” on an undefined value at /opt/otrs//Kernel/System/AuthSession/FS.pm line 547.\n

It it maybe error on FAQ modules. So I have solution follow

Download lastest FAQ module and install manually, because i cannot login to OTRS web agent with administrative role.

1. Download FAQ 4.0.1 from http://www.otrs.com/homepage/try/

2. Install module manually from root account.

su -c “./otrs.PackageManager.pl -a install -p /tmp/FAQ-4.0.1.opm” -s /bin/bash otrs

3. Try to login again, it will be successfull.

4. After login to web agent, i can remove and install OTRS extension.