March 2015 - dev - OTRS mailing lists

Replacement of "/etc/init.d/otrs" for systemd
by Hisatoshi Onishi 23 May '15

23 May '15

Hi all, I found the script file "/etc/init.d/otrs" won't work well which includes in RPM package for RHEL7/CentOS7. For detail, value of $OTRS_USED_WEBSERVER_TEST in "/etc/sysconfig/otrs" is not effective. Because RHEL7/CentOS7 has changed to systemd, so output message also does. Normal solution for this is modify script file to fit. But, most of Linux distributions might be shift too. I wrote very simple script file for systemd as a prototype. Because of focused only for start or stop (registering or deleting cron jobs of OTRS running user), functions below doesn't include. - Check existing/size for various files. - Web server running check if enabled. - DB server connecting check. - Cleanup spooled messages with sending mail. It has omitted any other servers running check since it depends on the environment. But, it must require such as httpd+mariadb. I'll attach in this mail because I don't know what repository this must be classified. Please place it under directory "/usr/lib/systemd/system". Permission for executing is not required. If target ML is wrong, please notify. -- Hisatoshi Onishi E-Mail: hisatoshi.onishi(a)gmail.com

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Fixing a translation bug in Login page
by Úr Balázs 31 Mar '15

31 Mar '15

Hi, I would like to fix a translation bug in the Login page, but I'm not a perl programmer, so I don't know the syntax. The problem is in Kernel/Output/HTML/Standard/Login.tt file at line 171: [% Translate("Welcome to %s", Config("ProductName")) | html %] This is not working, displaying "Welcome to OTRS 4" in Hungarian too. To display a correct Hungarian message ("Üdvözli az OTRS 4") I made this change: [% Translate("Welcome to") | html %] [% Config("ProductName") %] I know this is not the correct solution, but it works. How to fix it corretly? Regards, Balázs

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OTRS error in Log file
by Ali Umair 30 Mar '15

30 Mar '15

Team, I am continuously facing following exception in OTRS, and i am unable to track.... Anybody can suggest the root cause of this exception ? if no user access the OTRS application but still this exception is printing in error log continuously... [Sun Mar 29 17:29:53 2015] [error] [Sun Mar 29 17:29:53 2015] index.pl: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.queue_id IN (999999) AND sq.group_id IN (802, 807, 820, 822, 829, 876,' at line 1 at /opt/iplOTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 553. [Sun Mar 29 17:29:53 2015] [error] ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Sun Mar 29 17:29:53 2015 [Sun Mar 29 17:29:53 2015] [error] [Sun Mar 29 17:29:53 2015] [error] Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.queue_id IN (999999) AND sq.group_id IN (802, 807, 820, 822, 829, 876,' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (999999) AND sq.group_id IN (802, 807, 820, 822, 829, 876, 913) AND st.until_time <= 1427722133 LIMIT 10000' [Sun Mar 29 17:29:53 2015] [error] [Sun Mar 29 17:29:53 2015] [error] Traceback (12647): [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::System::Ticket::TicketSearch (v1.488.2.1) Line: 5136 [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.38) Line: 224 [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::Modules::AgentDashboard::_Element (v1.24) Line: 458 [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::Modules::AgentDashboard::Run (v1.24) Line: 307 [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 [Sun Mar 29 17:29:53 2015] [error] Module: /opt/iplOTRS/bin/cgi-bin/index.pl (v1.89) Line: 45 [Sun Mar 29 17:29:53 2015] [error] [Sun Mar 29 17:29:53 2015] [error] [Sun Mar 29 17:29:53 2015] index.pl: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.responsible_user_id IN (16) AND sq.group_id IN (802, 807, 820, 822, 82' at line 1 at /opt/iplOTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 553. [Sun Mar 29 17:29:53 2015] [error] ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Sun Mar 29 17:29:53 2015 [Sun Mar 29 17:29:53 2015] [error] [Sun Mar 29 17:29:53 2015] [error] Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.responsible_user_id IN (16) AND sq.group_id IN (802, 807, 820, 822, 82' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (16) AND sq.group_id IN (802, 807, 820, 822, 829, 876, 913) AND st.until_time <= 1427722133 LIMIT 10000' [Sun Mar 29 17:29:53 2015] [error] [Sun Mar 29 17:29:53 2015] [error] Traceback (12647): [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::System::Ticket::TicketSearch (v1.488.2.1) Line: 5136 [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.38) Line: 224 [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::Modules::AgentDashboard::_Element (v1.24) Line: 458 [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::Modules::AgentDashboard::Run (v1.24) Line: 307 [Sun Mar 29 17:29:53 2015] [error] Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 [Sun Mar 29 17:29:53 2015] [error] Module: /opt/iplOTRS/bin/cgi-bin/index.pl (v1.89) Line: 45 [Sun Mar 29 17:29:53 2015] [error] -- -- *Best Regards* *Ali Umair*

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Roadmap?
by Guimarães Faria Corcete DUTRA, Leandro 17 Mar '15

17 Mar '15

Is there anything like a roadmap for OTRS and OTRS::ITSM? Thanks in advance. -- skype:leandro.gfc.dutra?chat Yahoo!: ymsgr:sendIM?lgcdutra +55 (61) 3546 7191 gTalk: xmpp:leandrod@jabber.org +55 (61) 9302 2691 ICQ/AIM: aim:GoIM?screenname=61287803 BRAZIL GMT−3 MSN: msnim:chat?contact=leandro@dutra.fastmail.fm

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Question regarding Outputfilter in OTRS 4.0
by Johannes Nickel 16 Mar '15

16 Mar '15

Hey guys, is there any reason or trick to prevent an Pre or Post Outputfilter is started 3 times in AgentTicketZoom? I created a small Outputfilter for the AgentTicketZoom and it gets started 3 times, always with the same template. The other templates are fine. Any ideas on that? OTRS Version is 4.0.5. Thanks in advance. Johannes Links to an example: https://gist.github.com/hanneshal/0660396b5dbba4ede4bb (Filter) https://gist.github.com/hanneshal/b11df11bdf229b508444 (Config) Package to link it direct to a test system https://dl.dropboxusercontent.com/u/9154319/of.zip

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how to change maxlength of a textarea defined in an xml file?
by Roald 09 Mar '15

09 Mar '15

Dear all, I want to make a small adaption to this CustomerSLA module: http://opar.perl-services.de/package/D/DI/DIETMARB/CustomerSLA I would like to increase the amount of accepted characters of the CustomerIDs field. Step one is to increase the Cols and Rows in /opt/otrs/Kernel/Config/Files/CustomerSLA.xml <ConfigItem Name="SLAPreferences###02_CustomerIDs" Required="0" Valid="1"> <Description Translatable="1">List of customer company IDs for which this SLA applies.</Description> <Group>CustomerSLA</Group> <SubGroup>Frontend::SLA::Preferences</SubGroup> <Setting> <Hash> <Item Key="Module">Kernel::Output::HTML::SLAPreferencesGeneric</Item> <Item Key="Label">CustomerIDs</Item> <Item Key="Desc">List of customer company IDs for which this SLA applies.</Item> <Item Key="Block">TextArea</Item> <Item Key="Cols">50</Item> <Item Key="Rows">3</Item> <Item Key="PrefKey">CustomerIDs</Item> </Hash> </Setting> </ConfigItem> But If I change Cols and Rows the amount of characters when I hit Submit in the AdminCustomerSLA window still gets limited to 250 characters. How do I increase the max lenght of characters of CustomerIDs ? Thank you very much, With kind regards. Roald

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Module under Custom folder
by Rocco Tocci 02 Mar '15

02 Mar '15

Good morning guys, I modifid two modules, copying under the folder Customer, in particular the modules are /Custom/Kernel/System/Postmaster/New*Ticket.pm*/ and /*FollowUP.pm*/. OTRS instead continues to use the original modules in the Kernel. For other modules (es. Custom/Kernel/System/MailAccount/POP3.pm) I had no problems, you have any idea? Thank You Rocco OTRS 3.0.10 Linux 2.6 CentOS 5.9 --- Questa e-mail è stata controllata per individuare virus con Avast antivirus. http://www.avast.com

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