November 2003 - otrs - OTRS mailing lists

RE: [otrs] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 12 Nov '03

12 Nov '03

Dear Robert, >Perhaps you have some zombie clients or s.th. similar. If so, you'll >find them using: thanks for the answer. You were right about the zombie processes. Now, the options are "working". However, since my main concern is mail through SMTP I come back to visit the list. Once Apache took into account the new options, I tried to generate a new mail. I created a new user and simulated that I forgot my password, so in the main screen provided by index.pl I selected the "forgot password" option. The result has been a HTTP 500 code and the following line in the Apache's log: [error] Can't locate object method "auth" via package "Net::SMTP" at ../..//Kernel/System/Email/SMTP.pm line 103. I'm afraid this points to some misconfiguration or lack of packages / software. Can you help me? Thanks alot. Jose.

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Re: Changing Domain Name of a running OTRS
by Klaus Steinberger 12 Nov '03

12 Nov '03

>>This happens even if I change $Self->{FQDN} in Kernel/Config.pm to >> the new domain name. Any hints? > Yes, use the provided maintenance script: > /opt/otrs/bin/DeleteSessionIDs.pl --expire > to delete expired Session IDs, or finally > /opt/otrs/bin/DeleteSessionIDs.pl --all > to delete all IDs. That was it! Thanks Sincerly, Klaus -- Klaus Steinberger Maier-Leibnitz Labor Phone: (+49 89)289 14287 Am Coulombwall 6, D-85748 Garching, Germany FAX: (+49 89)289 14280 EMail: Klaus.Steinberger(a)Physik.Uni-Muenchen.DE URL: http://www.physik.uni-muenchen.de/~k2/ In a world without Walls and Fences, who needs Windows and Gates

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RE: [otrs] Closed Tickets - Accounted time column added??
by Lars Monsees 12 Nov '03

12 Nov '03

Hi, > -----Original Message----- > > Hi, > > I have OTRS installed on a Windows 2000 server. > > 1. Using the Utilities option of OTRS I can view the > closed tickets which shows Ticket#, Age, Subject, > State, Queue, Owner & Customer ID. I would like to add an > extra column which show the Accounted time for each > ticket. Does anybody have any idea how to do this? > You can create your own style by copying one of the existing ones (e.g. Lite, Standard) to a new folder. The styles are located under /opt/otrs/Kernel/Output/HTML There should be a dtd-file for the utilities. > 2. What happens to the closed tickets, where are they > stored? Is there a way to store closed tickets in a > different folder? Eg. Closed tickets from company A will > be stored in Company A and Closed tickets form company B > will be stored in Company B. At the end of each month I > want to tally up the number of hours spent on each > company, maybe graph the stats. Does anyone have any > ideas? Are there ways to set the graph? > Depending on your configuration tickets are stored in a database or in the filesystem. Normally, they will be stored in a database. I haven´t used this myself but I think you can use GenericAgent.pl to move closed tickets to another db table. I don´t know if you will still be able to use the graph module as otrs assumes tickets to reside in only one table. Maybe someone else can give you deeper information. > 3. Personal Queue - It is alway empty. How do you > move/store tickets in this queue? > You can configure (in you agent settings) which queues you want to be your favourite ones. If there is a ticket in one of these queues you will also see it in your personal queue. > 4. Under the customer.pl and index.pl, how can I add my > company logos to these pages? > > same as above - change the appropriate dtd (don´t know the right one =) Cheers, Lars

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Closed Tickets - Accounted time column added??
by Thau Thai 12 Nov '03

12 Nov '03

Hi, I have OTRS installed on a Windows 2000 server. 1. Using the Utilities option of OTRS I can view the closed tickets which shows Ticket#, Age, Subject, State, Queue, Owner & Customer ID. I would like to add an extra column which show the Accounted time for each ticket. Does anybody have any idea how to do this? 2. What happens to the closed tickets, where are they stored? Is there a way to store closed tickets in a different folder? Eg. Closed tickets from company A will be stored in Company A and Closed tickets form company B will be stored in Company B. At the end of each month I want to tally up the number of hours spent on each company, maybe graph the stats. Does anyone have any ideas? Are there ways to set the graph? 3. Personal Queue - It is alway empty. How do you move/store tickets in this queue? 4. Under the customer.pl and index.pl, how can I add my company logos to these pages? Thanks.

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Error report when trying to add first user
by Martin Aarts 11 Nov '03

11 Nov '03

I receive the following message when trying to add the first user to the system. I installed OTRS using the executable for Windows on windows 2000. Everythings seems OK and I can login to the system. With kind regards, Martin Aarts Server fout! Foutbericht: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 Indien u van oordeel bent dat deze server in fout is, gelieve de webmaster te contacteren. Error 500 localhost 10-11-2003 22:42:40 Apache/2.0.47 (Win32) mod_perl/1.99_10-dev Perl/v5.8.0 mod_ssl/2.0.47 OpenSSL/0.9.7b PHP/4.3.3

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RE: [otrs] Error after update Apache
by Thau Thai 11 Nov '03

11 Nov '03

Check your httpd.conf file, you might need to open it by using wordpad then click save. If you try opening it by notepad, it doesn't look very well formated. You might have to reedit the httpd.conf file. -----Original Message----- From: jontxu40(a)hotmail.com [mailto:jontxu40@hotmail.com] Sent: Tuesday, 11 November 2003 2:02 AM To: otrs(a)otrs.org Subject: [otrs] Error after update Apache Hello : I have working perfect with otr for months . All works fine, until 2 days ago, I upgraded apache (to 1.3.29) I am using Cpanel, and the upgrade was automatic with a script (easyapache) that make all work for us Since that day, allways get "Internal Error Server" . The log is showing : opendir(./../../../../../..): Permission denied at /usr/lib/perl5/5.6.1/FindBin.pm line 143 Can't locate Kernel/Config.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. /usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at index.pl line 49. BEGIN failed--compilation aborted at index.pl line 49. [Mon Nov 10 16:56:29 2003] [error] [client 212.142.156.139] Premature end of script headers: Any ideas ? Regards

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Changing Domain Name of a running OTRS
by Klaus Steinberger 11 Nov '03

11 Nov '03

Hello, currently I have otrs installed under the domain name www.bl.physik.uni-muenchen.de. I want to change it to otrs.mll-muenchen.de, which is a separate virtual server on my apache server. The following happens: I include the otrs httpd-include.conf in the new virtual server like I did it in the other virtual server. Every time I try to login to the new server I get: SessionID is invalid!!! This happens even if I change $Self->{FQDN} in Kernel/Config.pm to the new domain name. Any hints? Sincerly, Klaus Steinberger -- Klaus Steinberger Maier-Leibnitz Labor Phone: (+49 89)289 14287 Am Coulombwall 6, D-85748 Garching, Germany FAX: (+49 89)289 14280 EMail: Klaus.Steinberger(a)Physik.Uni-Muenchen.DE URL: http://www.physik.uni-muenchen.de/~k2/ In a world without Walls and Fences, who needs Windows and Gates

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RE: [otrs] Changing Domain Name of a running OTRS
by Erik Mathis - ATL Dunwoody Staff 11 Nov '03

11 Nov '03

I would think that the problem starts with the cookie stored on the local PC. Clear that out and try again. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Klaus Steinberger > [mailto:Klaus.Steinberger@Physik.Uni-Muenchen.DE] > Sent: Tuesday, November 11, 2003 9:21 AM > To: otrs(a)otrs.org > Subject: [otrs] Changing Domain Name of a running OTRS > > > Hello, > > currently I have otrs installed under the domain name www.bl.physik.uni-muenchen.de. I want to change it to otrs.mll-muenchen.de, which is a separate virtual server on my apache server. The following happens: I include the otrs httpd-include.conf in the new virtual server like I did it in the other virtual server. Every time I try to login to the new server I get: SessionID is invalid!!! This happens even if I change $Self->{FQDN} in Kernel/Config.pm to the new domain name. Any hints? Sincerly, Klaus Steinberger -- Klaus Steinberger Maier-Leibnitz Labor Phone: (+49 89)289 14287 Am Coulombwall 6, D-85748 Garching, Germany FAX: (+49 89)289 14280 EMail: Klaus.Steinberger(a)Physik.Uni-Muenchen.DE URL: http://www.physik.uni-muenchen.de/~k2/ In a world without Walls and Fences, who needs Windows and Gates _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Setting email up - using a SMTP server in other computer
by Navarro, Jose 11 Nov '03

11 Nov '03

Hi! First of all, my apologies. I'm not an expert in Linux and I think that this question is motivated because of my lack of experience. I have just installed the last version of OTRS. My configuration is: RedHat 7.2 Apache 1.3 / mod_perl MySQL OTRS 1.1.3-01 (rpm for RedHat 7). So I downloaded the rpm for this version of RH and installed it. Then I went through installer.pl and everything seemed to work properly. The problem is email. This computer is working in a local area network and has NO access to internet. In fact, it is an internal server used for private purposes. We also have our own email server (MS Windows 2000 Server, Exchange 5.5 SP4). This server is used for both internal and external mail. Well, I want to create user's accounts in OTRS and specify their corporative email. When I try to do this using the create client option in the administrative section, I get the following error: Nov 11 13:03:34 ANTILLA OTRS-CGI-1[5139]: [Error][Kernel::System::CustomerUser::DB::CustomerUserAdd][Line:295]: Email address (someuser(a)yourdomain.com) not valid (invalid someuser(a)yourdomain.com (mx)! )! (I have changed the actual email address in the previous message). Then, reading the manual, I noticed that it is possible to use an SMTP mail server. To do it, I added the following lines to Config.pm: $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'exchange.mydomain.com'; $Self->{'SendmailModule::AuthUser'} = 'myuser'; $Self->{'SendmailModule::AuthPassword'} = 'mypassword'; Then, I restarted the web server and tried to create the new user again. The error is the same. Noticing that there is a warning about the MX record, and since my computer has no access to the internet (I use the hosts file to solve internal ip addresses) tried to disable the "Check MX" option. So I went again to Config.pm and modified the corresponding line so now it looks like this: $Self->{CheckMXRecord} = 0; I repeated the whole process: restart Apache, add the new customer. The error message is again the very same. So I assumed that the options where stored somewhere else (you may think, why?) But my weird thinking went this way. So I decided to execute again installer.pl. When I tried to do this, I got a warning in my browser saying that I have to disable the secure mode if I want to do this. Well, I went back again to Config.pm and modified the secure mode line like that: # SecureMode # (Enable this so you can't use the installer.pl) $Self->{SecureMode} = 0; Again, I restarted apache and navigated to installer.pl. The aswer was, AGAIN, that I had to disable the secure mode!!!! So it seems that OTRS is NOT reading the options in Config.pm.... Well, the original problem was: how to use SMTP instead of the mailing system provided by this unix server, so both the administrator and the customers use their Microsoft windows (Outlook) / exchange based email to send / receive emails from / to OTRS. I'd like to solve THIS problem, but perhaps this is not possible. If you can lend me a hand... I'd be very grateful to you! Perhaps this is not possible. I've seen that there are options about "POP 3 email" that I don't fully understand (I know what POP 3 is; perhaps the problem is that I do not understand the mail idiosynchrasy used by OTRS). Please, help me... Jose.

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Error after update Apache
by jontxu40＠hotmail.com 10 Nov '03

10 Nov '03

Hello : I have working perfect with otr for months . All works fine, until 2 days ago, I upgraded apache (to 1.3.29) I am using Cpanel, and the upgrade was automatic with a script (easyapache) that make all work for us Since that day, allways get "Internal Error Server" . The log is showing : opendir(./../../../../../..): Permission denied at /usr/lib/perl5/5.6.1/FindBin.pm line 143 Can't locate Kernel/Config.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. /usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at index.pl line 49. BEGIN failed--compilation aborted at index.pl line 49. [Mon Nov 10 16:56:29 2003] [error] [client 212.142.156.139] Premature end of script headers: Any ideas ? Regards

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