November 2002 - otrs - OTRS mailing lists

pop3
by Diego Fernandez 11 Nov '02

11 Nov '02

Hi, Is it possible to access system email accounts with a email pop/Imap client? If so, i need to block the access posibility Thanks.

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merging tickets?
by Bryan Fullerton 09 Nov '02

09 Nov '02

Hallo, Is there any way to merge tickets, ie when someone accidentally sends two similar emails? Right now I just close the second ticket, but other systems I've used allow merging. Thanks, Bryan

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serious bug in AgentCompose and CarbonCopy (Cc) handling
by Phil Davis 09 Nov '02

09 Nov '02

I have only noticed this since upgrading to BETA8 but if there is a long CC list including real names with spaces in then when AgentCompose is called the web form presented to the user truncates the CC addresses at an arbitarry point. This then leads to corrupt email addresses being used when sending out the reply. E.g. CC: Name One <nameone(a)example.com>, Name Two <nametwo(a)example.com>, Name Three <namethree(a)example.com> Then when AgentCompose shows this to the user the CC web input field is just something like: CC: Name One <nameone(a)example.com>, Name Two When you send it the system actually tries to send to "Name Two" which, depending on the MTA, will either cause an error or append some local domain. See ticket 20021106100009010 at demo(a)otrs.org for an example of this. Even worse the zoom view of the agent response shows the correct CC values but when you look at the plain text version you see the actual truncated data that was really sent. -- Phil Davis

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Search for closed tickets
by Thomas Schuettler 08 Nov '02

08 Nov '02

Hello, is there a possibility to search for (un)successfully closed tickets in different queues? Can I delete all tickets in a queue? Are there stats of the time (work) units? When I invalit a queue with open tickets, the tickets are shown in the overview of all open tickets. Why? greetings thomas

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FAQ
by Chris Carlson 06 Nov '02

06 Nov '02

I notices the link for the FAQ's are missing from beta 8, Are they still being planned for a future release? Chris

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clear start
by Vladimir Gerdjikov 06 Nov '02

06 Nov '02

Hi all, at last I'm at the end of test period with OTRS and must implement this system in real work (fortunately :D) My question is: how can I drop only queues and ticket# with test data and leave any valued data? Sorry for this question, but I'm not SQL master :) Is it enough to drop (which?) databases? I intend to use "OpenTRS-schema.mysql.sql" as example (my server is MySQL) for commands. Any help (ideas) will be appreciated. Best regards, Vladimir Gerdjikov, Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, +359 88 578 458 mailto:vladimir.gerdjikov@hebros.bg ----------------------------------------------------------------

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Customer-Create New ticket Problem
by Diego Fernandez 06 Nov '02

06 Nov '02

Hi Martin, I could solve my problem: when creating a new ticket, i get "500 server internal error" (I'm using Red Hat 7.3) I did this: # usermod -G apache otrs # ~otrs/bin/SetPermissions.sh /opt/OpenTRS otrs apache users apache Then I obtain an error on the web, when creating a ticket: Error: No permission! Comment: Bug Report: Click here to report a bug! Handle: /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/Apache/Registry.pm Frontend Subfunction: Kernel::Modules::CustomerZoom::Run (v 1.1) Frontend Line: 209 Backend Subfunction: (v ) Backend Line: Backend BackendMessage: The ticket was created but not showed. I found this in ~otrs/Kernel/Modules/CustomerZoom.pm # check permission # -- if ($Ticket{CustomerID} ne $Self->{UserCustomerID}) { $Output = $Self->{LayoutObject}->CustomerHeader(Title => 'Error'); $Output .= $Self->{LayoutObject}->CustomerError(Message => 'No permission!'); $Output .= $Self->{LayoutObject}->CustomerFooter(); return $Output; So I look in the database table ticket mysql> select * from ticket; +----+-------------------+----------+----------------+-----------------+---------+----------+---------------- ----+-----------------+------------+-------------+------------+-------------+-------------+---------+-------- ----+----------+-----------+----------+-----------+----------+------------------+---------------------+------ -----+---------------------+-----------+ | id | tn | queue_id | ticket_lock_id | ticket_answered | user_id | group_id | ticket_priority _id | ticket_state_id | group_read | group_write | other_read | other_write | customer_id | timeout | until_t ime | freekey1 | freetext1 | freekey2 | freetext2 | valid_id | create_time_unix | create_time | creat e_by | change_time | change_by | +----+-------------------+----------+----------------+-----------------+---------+----------+---------------- ----+-----------------+------------+-------------+------------+-------------+-------------+---------+-------- ----+----------+-----------+----------+-----------+----------+------------------+---------------------+------ -----+---------------------+-----------+ 3 | 1 | NULL | NULL | NULL | NULL | eu | NULL | N ULL | NULL | NULL | NULL | NULL | 1 | 1036588879 | 2002-11-06 10:21:20 | 1 | 2002-11-06 10:21:21 | 1 | And then mysql> select * from customer_user -> ; +----+---------+----------------------------+-------------+---------------+------------+------------+-------- ---+----------+---------------+---------------------+-----------+---------------------+-----------+ | id | login | email | customer_id | pw | salutation | first_name | last_na me | valid_id | comment | create_time | create_by | change_time | change_by | +----+---------+----------------------------+-------------+---------------+------------+------------+-------- ---+----------+---------------+---------------------+-----------+---------------------+-----------+ | 1 | enduser | dfernandez(a)openware.com.ar | EU | enJOyM9uCUy0Y | Hola | Usuario | Final | 1 | Usuario Final | 2002-11-04 17:31:59 | 1 | 2002-11-04 17:33:50 | 1 | +----+---------+----------------------------+-------------+---------------+------------+------------+-------- ---+----------+---------------+---------------------+-----------+---------------------+-----------+ I found that in one place it was 'EU' and in the other it was 'eu' So i chage it form AdminArea, CustomerUser, select user to change. I dont know how it happens. Buy now it is working. Thanks. Diego

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Customer: Creating new ticket problem.
by Diego Fernandez 06 Nov '02

06 Nov '02

Hi Martin, > > > > > Hi Diego, > > > Quoting Diego Fernandez <DFernandez(a)openware.biz>: > > > > I'm logged as a customer at http://helpdesk.openware.biz/otrs/customer.pl > > > > > > I go to new ticket, I fill in the "Subjetc" and "Text" fields. The field > > > "To" has only one option: "OTRS System <otrs@localhost> - Queue: Postmaster > > > - master queue". And click on "store" boton. > > > > > > At the browser title appear "HTTP 500 Internal server error" > > > And shows the page titled: "The page cannot be displayed" > > > > > > The same occurs when I tried to store a phonecall logged as an agent. > > > > > > What can i do? > > This look like a filesystem permission or config problem! I found an error in the webserber error_log [Wed Nov 6 09:57:56 2002] [OTRS-CGI-959][Error][1:Kernel::Modules::CustomerMessage::Run][Line:191] [OTRS-CGI-959][Error][0:Kernel::System::Ticket::Number::DateChecksum::CreateTicketNr][Line:95] Can't open / opt/OpenTRS/var/log/TicketCounter.log: Permission denied [Wed Nov 6 09:57:57 2002] [error] [Wed Nov 6 09:57:57 2002] null: Died at /opt/OpenTRS/bin/cgi-bin/../../ Kernel/System/Ticket/Number/DateChecksum.pm line 99. I'll try to solve it, but if you have any suggestions, will be welcome. > > Use $OTRS_HOME/bin/SetPermission.sh and check $Self->{Home} in > > your Kernel/Config.pm. I've done this but no good results. > > Martin Thanks. Diego.

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Customer: Creating new ticket problem.
by Diego Fernandez 05 Nov '02

05 Nov '02

I'm logged as a customer at http://helpdesk.openware.biz/otrs/customer.pl I go to new ticket, I fill in the "Subjetc" and "Text" fields. The field "To" has only one option: "OTRS System <otrs@localhost> - Queue: Postmaster - master queue". And click on "store" boton. At the browser title appear "HTTP 500 Internal server error" And shows the page titled: "The page cannot be displayed" The same occurs when I tried to store a phonecall logged as an agent. What can i do?

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Customer: Creating new ticket problem.
by Diego Fernandez 05 Nov '02

05 Nov '02

I didn't know how to use the $OTRS_HOME/bin/SetPermission.sh but I tryed it, and it told me: "Usage: SetPermissions.sh <OTRS_HOME> <OTRS_USER> <WEBSERVER_USER> [OTRS_GROUP] WEB_GROUP] Try: SetPermissions.sh /opt/OpenTRS otrs wwwrun " So I use SetPermissions.sh /opt/OpenTRS otrs wwwrun, but I don't know what does OTRS_USER and WEBSERVER_USER resfers to. Then I check $Self->{Home} in my Kernel/Config.pm. It is $Self->{Home}=/ opt/OpenTRS Then I tryed again to create a new ticket at customer.pl, but got the same bad result. Do you need me to send any configuration file or something? > Hi Diego, > Quoting Diego Fernandez <DFernandez(a)openware.biz>: > > I'm logged as a customer at http://helpdesk.openware.biz/otrs/customer.pl > > > > I go to new ticket, I fill in the "Subjetc" and "Text" fields. The field > > "To" has only one option: "OTRS System <otrs@localhost> - Queue: Postmaster > > - master queue". And click on "store" boton. > > > > At the browser title appear "HTTP 500 Internal server error" > > And shows the page titled: "The page cannot be displayed" > > > > The same occurs when I tried to store a phonecall logged as an agent. > > > > What can i do? > This look like a filesystem permission or config problem! > Use $OTRS_HOME/bin/SetPermission.sh and check $Self->{Home} in > your Kernel/Config.pm. > Martin

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