FAQ installation

[hongphuc]

Hi All,

I already installed FAQ in my OTRS, then I add the permission to access FAQ for my user. But although I try to log in then log out, refresh the browser many time but it still not appear in my interface.

I don't know what was wrong or I need to config anything on it?

Could some one give me an advise for my case?

Thank you very much in advance.

Best regards,
Hong Phuc

[xax0]

Can you go to System Log and paste here any errors you may receive?

Looks like permission issue, or at least the module is not installed correctly.

Also, include in your signature your OTRS version, OS and DB version. Otherwise, we will need to ask you this every time you ask for help (and that is disturbing!).

[hongphuc]

Thanks xax0 for your reply!

I already checked the System log of the windows server 2012, I have an error said that:

Faulting application name: perl.exe, version: 5.16.3.1603, time stamp: 0x5140cc97
Faulting module name: RPCRT4.dll, version: 6.2.9200.16384, time stamp: 0x50108b02
Exception code: 0xc0000005
Fault offset: 0x0001c4e0
Faulting process id: 0x9f8
Faulting application start time: 0x01cf28988a07e4a5
Faulting application path: C:\Perl\bin\perl.exe
Faulting module path: C:\Windows\SYSTEM32\RPCRT4.dll
Report Id: fa416981-948f-11e3-93f7-00155d000be1
Faulting package full name:
Faulting package-relative application ID:

But checked in the otrs log, no error found. Or I must check it somewhere else?

I use OTRS version 3.3.3, OS: Windows server 2012 Std, SQL Server 2012 Std SP1

Please help with thanks!

[xax0]

If Perl is crashing on Windows, than you should look into reinstalling it. To be honest, I am not familiar with OTRS on Windows, as the performance goes down significantly.

OTRS should have in the Admin interface link called System Log:

http://doc.otrs.org/3.3/en/html/adminis ... system-log

[hongphuc]

Yes, I already checked in the system Log, as I use windows so it store in the test file. But I found no error except one:

[Thu Feb 13 16:49:49 2014][Error][main::_AutoRestart][678] Could not start-up new Scheduler instance.

This one I try to fix, but it is not related to FAQ, right?

I install the FAQ today, but just have this one is error. So I really don't know what I was wrong?

[xax0]

Then look at the rights management. May be the user is lacking permissions.
Can you check whether other users are able to see the FAQ section? Check first with Admin.

[hongphuc]

Hi xax0,

I already checked the right although log in by Admin, but nothing to appear.I try to uninstall then install FAQ package again.

And check the log, it appear as below, is it normal?

[Fri Feb 14 08:36:08 2014][Notice][Kernel::System::Package::RepositoryGet] No such package: FAQ-2.3.1!
[Fri Feb 14 08:36:08 2014][Notice][main::_AutoRestart] Config.pm changed, unsafe to continue!

After reinstall, I still can not see the FAQ session.

[hongphuc]

Any advise for my case, please?

[hongphuc]

Any one has any ideas for my case please. I'm now installed the Time Accounting and get the same result. I already add agent into group faq or time accounting but when they log out then log in again, it not appear on the menu bar.

I really don't know what was wrong. Nothing in the log file said error.

Help me please!

[hongphuc]

And I also got the message: Module Kernel::Modules::PublicFAQExplorer not registered in Kernel/Config.pm when I access into http://.../public.pl?Action=PublicFAQExplorer

Although I already install the FAQ.

Someone please help me?

[crythias]

Module Kernel::Modules::PublicFAQExplorer not registered

Check also sysconfig if the module is enabled.

[hongphuc]

Hi Crythias,

I already Enable these module in Sysconfig:

Core::Explorer
Frontend::Agent::FAQ::ViewExplorer
Frontend::Public::FAQ::ViewExplorer
Frontend::Customer::FAQ::ViewExplorer

but when I try to access via:

http://.../public.pl?Action=PublicFAQExplorer
http://.../index.pl?Action=AgentFAQExplorer
http://.../public.pl?Action=CustomerFAQExplorer

it still show the error that these module not registered in config.pm

Could you please give me the advice for this case?

Many thanks!

[hongphuc]

I can fix my issue now. Many thanks for all your support.

I just have one more question that, if public user want to access the OTRS system (Example: FAQ and all public), which link can they access?

As agent and customer we have:

http://.../index.pl
http://.../customer.pl

[crythias]

What did you do to fix your issue?

[hongphuc]

When I install and reinstall, I may cause the issue that the it not auto register these modules to config.pm file. I must go to it and register manual by enable them at:

Frontend::Agent::ModuleRegistration
Frontend::Customer::ModuleRegistration
Frontend::Public::ModuleRegistration

By this way, it fix my issue.