August 2002 - otrs - OTRS mailing lists

RE: [otrs] trouble with Follow up
by Gene Parks 18 Aug '02

18 Aug '02

actually I have been messing around with all day and I downloaded the CVS version of Followup.pm and that fixed the problem. Now don't ask me what the difference is between the tarball from the website and the CVS but it works never the less. thanks for the response. Gene -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, August 18, 2002 9:18 AM To: otrs(a)otrs.org Subject: Re: [otrs] trouble with Follow up Hi Gene, On Sun, Aug 18, 2002 at 03:29:53AM -0400, Gene Parks wrote: > This is what I get when I send a reply message bask to the system. > > > DQpUaGFuayB5b3UgZm9yIEUtbWFpbGluZyBzdXBwb3J0QHZpcGRpcmVjdC5uZXQuDQpUaGlzIGlz > > in the Logs I get > > Use_of_uninitialized_vlaue_in_concatenation_(.)_or_string_at_/opt/OpenTRS/bin/..//Kernel/System/PostMaster/FlowwUp.pm_line_206 > > Any idea what the problem is? Strange! martin@socrate:~ > mimencode -u DQpUaGFuayB5b3UgZm9yIEUtbWFpbGluZyBzdXBwb3J0QHZpcGRpcmVjdC5uZXQuDQpUaGlzIGlz Thank you for E-mailing support(a)vipdirect.net. This is martin@socrate:~ > This is a base64 encoded string. Which OTRS version do you use? Works the normal OTRS "auto relpy"? > thanks > Gene Parks Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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trouble with Follow up
by Gene Parks 18 Aug '02

18 Aug '02

This is what I get when I send a reply message bask to the system. > DQpUaGFuayB5b3UgZm9yIEUtbWFpbGluZyBzdXBwb3J0QHZpcGRpcmVjdC5uZXQuDQpUaGlzIGlz in the Logs I get Use_of_uninitialized_vlaue_in_concatenation_(.)_or_string_at_/opt/OpenTRS/bin/..//Kernel/System/PostMaster/FlowwUp.pm_line_206 Any idea what the problem is? thanks Gene Parks VIP Direct

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hepl plz!
by Ivan Groenewald 15 Aug '02

15 Aug '02

What should I do to get this working!!! Please help tnx i Error: Action '' not found! Comment: Perhaps the admin forgot to load "Kernel::Modules::"! Bug Report: Click here to report a bug! Handle: /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/Apache/Registry.pm Frontend Subfunction: Apache::ROOT::otrs::index_2epl::handler (v 1.34) Frontend Line: 362 Backend Subfunction: (v ) Backend Line: Backend BackendMessage

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OpenTRS on Virtual Host
by Tony VanScoy 15 Aug '02

15 Aug '02

I'm trying to install OpenTRS on a Virtual Host web server running apache, however im running into some trouble. I setup the ScriptAlias /otrs/ "/opt/OpenTRS/bin/cgi-bin/" however when I pull up www.domain.com/otrs/ I get 403 permission denied? Should the /opt/OpenTRS dir be owned by the same user/group of the virtual host domain.com? I hope I explained that correctly, thanks in advance for any feedback.

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mail configuration
by klaus＠klausinho.de 15 Aug '02

15 Aug '02

Hi OTRS-users, I´m not sure, that my first message had reached the list, so I send it again: as I told Martin a few weeks ago, we want to use the OTRS via an MS-Exchange-Server (Don´t hit me, it´s an existing and running system) I´m not an experienced LINUX-Admin, so I have a few problems with the mail configuration. First of all, after installing the otrs, I configured the KMail-settings to test whether it is possible to send and receive Emails with the Linux-client via the Exchange-Server. Configuring the outgoing mails as an SMTP with the datas of the Exchange-Server, it works, with sendmail it won´t. Second step was to configure the fetchmail-cron. Trying to send an Email from this account (private) to the office´s account, I saw, that this worked, too. (with a few changes in etc/sysconfig/fetchmail) At last I tried to send replies from otrs to the Test-customer. The only result is an received message, that the used email-address is unknown. Now there could be two problems: Misconfiguration of the Exchange-Server or misconfiguration of sendmail. Question: Must I use sendmail with otrs? If so, must I use a Relay-Server (the Exchange-Server) in the configuration of sendmail? Is there anybody who has experiences with OTRS (or similar) and MS-Exchange? Thanks for your help. Klaus Humme

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merging tickets ?
by Michael Bielicki 13 Aug '02

13 Aug '02

another question. Quite often customers screw up the subject line and we have to sort in their message to a particular ticket number. How do we do that ? cheers Michael

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and now an error ..
by Michael Bielicki 12 Aug '02

12 Aug '02

Hi Martin, how do I get rid of this error or better how do I get rid of the ticket associated with that one ? Error: No customer article found!! (TicketID=20) Comment: Please contact your admin Bug Report: Click here to report a bug! Handle: /opt/OpenTRS/bin/cgi-bin/index.pl Frontend Subfunction: Kernel::Modules::AgentQueueView::ShowTicket (v 1.18) Frontend Line: 311 Backend Subfunction: (v ) Backend Line: Backend BackendMessage:

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Phone View .. Can it be the queue in the select ?
by Michael Bielicki 12 Aug '02

12 Aug '02

Hi there, I have a big complaint from my support people that they have to memorise the qeue names so they can answer customer calls :) They asked me if it would be possible to have the queue names instead of the email addresses as a dropdown in the phone view screen ? How would I change that ? cheers Michael

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Archiving procedure
by Michael Bielicki 12 Aug '02

12 Aug '02

Hi Martin, long time no see, since Zurich. It was nice to meet you there :) Anyways, here is my question. I am ditching RT and going for OTRS. Now my problem is that we get around 20.000 Tickets a day and I would like to be able to archive all tickets that are > 6 months to a second system that is for archival only, to keep the current one nicely fast and clean. How would I go for that ? cheers Michael Bielicki

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RE: [otrs] Auto-reply problem...
by Stephen Morin 08 Aug '02

08 Aug '02

Thanks Stefan, upgrading to beta 7 fixed the SQL syntax problem, and sure enough I had not configured the auto-response for the queue properly. Once again, thanks. - Stephen Morin -----Original Message----- From: Stefan Schmidt [mailto:jsj@jsj.dyndns.org] Sent: Thursday, August 08, 2002 2:41 PM To: otrs(a)otrs.org Subject: Re: [otrs] Auto-reply problem... Hi Stephen, On Thursday 08 August 2002 20:22, Stephen Morin wrote: > Newbie question. I've just installed OpenTRS 0.5 Beta6 on a > Slackware 8.0 system and it's receiving mails fine both from the > web front end and from pop mails sent to the mail account > associated with OTRS. The server also runs it's own mail server > for otrs, using postfix. Problem is I'm not getting any > auto-responses when pop mails are sent to the otrs@(systemname}. > I've made sure that the Raw queue is set for "default closed -> > new ticket". Did you define a auto response for the queue? > At the time a new email request is processed, /var/log/syslog > generates this error message: > > [...] > OpenTRS-CGI[747]: > [Error][Kernel::Modules::AgentQueueView::Run][Line:293]: You have > an error in your SQL syntax near ') AND slt.name in ( 'unlock', > 'tmp_lock' ) ORDER BY st.ticket_priority_id DES' at line 1, SQL: > 'SELECT st.id, st.queue_id FROM ticket st, ticket_state tsd, > ticket_lock_type slt WHERE tsd.id = st.ticket_state_id AND > slt.id = st.ticket_lock_id AND tsd.name in ( 'open', 'new' ) > AND st.queue_id in ( ) AND slt.name in ( 'unlock', 'tmp_lock' > ) ORDER BY st.ticket_priority_id DESC, st.create_time_unix ASC > LIMIT 25' > [...] > > > Any ideas what I'm doing wrong? Nothing ;-) This seems to be the same thing as in Bug 14 http://bugs.otrs.org/show_bug.cgi?id=14 It is fixed in beta 7 or CVS. > Stephen Morin Stefan -- Stefan Schmidt Email: jsj(a)jsj.dyndns.org jsj(a)exsuse.de Bremen jsj-hb(a)t-online.de s.schmidt(a)iu-bremen.de _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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