November 2003 - otrs - OTRS mailing lists

duplicate tickets
by Bakari Allen 27 Nov '03

27 Nov '03

We have OTRS setup to pull messages from a POP3 account on our e-mail server. Lately, we have been having a problem with duplicate tickets being created by the system. Since OTRS completely pulls everything out of the POP3 e-mail account when it downloads a new message and creates a ticket, is there a log somewhere or some method I can use to determine why the duplicate messages are occurring? Thanks, Bakari A. Allen Director of Information Technology Jackson and Hardwick, LLC 770.625.0200 extension 210 bakari.allen(a)jhlaw.net

2 1

ERR164 DNS error: MX target hostname invalid when sending replies
by Jason Coltrin 27 Nov '03

27 Nov '03

Firstly, I apologize if I am submitting a question to the wrong mailing list. Secondly, I am impressed with OTRS. I have 'okay' linux skills, and despite a 'fingers-crossed' install, things are working pretty well. I have at least been able to pull emails off of my exchange server (m2.agia.com) via POP3, and from there I am able to assign ownership, make notes, and everything else internal is running great. My problem is this: When sending an email outside my otrs server, via POP3(?) to my exchange server, I receive the following message: |------------------------- Message log follows: -------------------------| no valid recipients were found for this message Xfail: <xxxxxx(a)agia.com> reason: (ERR164) router inet_hosts: DNS error: The MX (m1.agia.com) target hostname 'm1.agia.com' has an unauthorised address of [172.25.0.10]: RFC-1918 addresses are never valid for MX targets on the public Internet! ------------------------------------------------------------------------- The address of my correct mail exchange server is 172.25.0.11 (m2.agia.com) An associate of mine said I need to run nslookup, commands Nslookup Set type=mx Agia.com I did, and the results are below: # nslookup Note: nslookup is deprecated and may be removed from future releases. Consider using the `dig' or `host' programs instead. Run nslookup with the `-sil[ent]' option to prevent this message from appearing. > set type=mx > agia.com Server: 172.25.0.203 Address: 172.25.0.203#53 agia.com mail exchanger = 15 m1.agia.com. agia.com mail exchanger = 10 m2.agia.com. After running these commands, I did not see any change in the returned sent mail error messages. So, apparently, the first entry is the one that's giving me problems, but I don't know how to tell otrs that it's invalid, or remove it from my local machine somewhere. I'm not too sufficient at linux networking, and I may have bungled my /etc/hosts file which has an entry for my mail server which I may not need. In addition, I may have left off a trailing period (.) on one of my entries *(read that in a forum somewhere). Here is my hosts file: 127.0.0.1 helpdesk localhost 172.25.1.76 helpdesk.agia.com helpdesk 172.25.0.11 m2.agia.com m2 # The following lines are desirable for IPv6 capable hosts # (added automatically by netbase upgrade) ::1 ip6-localhost ip6-loopback fe00::0 ip6-localnet ff00::0 ip6-mcastprefix ff02::1 ip6-allnodes ff02::2 ip6-allrouters ff02::3 ip6-allhosts hosts (END) Also, I edited my resolv.conf file which again, I may have messed up: domain agia.com nameserver 172.25.0.203 nameserver 172.25.0.101 nameserver 172.25.0.11 resolv.conf (END) M2 (172.25.0.11), which is the mail server I need to work with, is also a name server; we have 2 others, so perhaps I don't need M2 in there. Before I went ahead and removed any entries, and mess up my mostly-functioning otrs installation, I wanted to consult the mailing list. Please be succinct in any replies. I do not know dig, nslookup, or DNS for that matter very well at all. Thanks in advance for your help, Regards, Jason Coltrin PC Systems and Support IV AGIA Inc.

2 1

Re: [otrs] Upgrade from OTRS 0.5 beta 8 to OTRS 1.1.3
by Diego Fernandez 27 Nov '03

27 Nov '03

hi, I sent a reply, but I think It wasn't clear. I do it again. At point d of your message ( "d) update all otrs files..." )can I do "rpm -Uvh otrs-1.1.3-01.i386.rpm" (Redhat 7.3) (directly from Otrs 0.x)? thanks Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz Martin Edenhofer <me(a)otrs.de> Enviado por: otrs-bounces(a)otrs.org 20/11/2003 19:30 Por favor, responda a "User questions and discussions about OTRS." Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Asunto: Re: [otrs] Upgrade from OTRS 0.5 beta 8 to OTRS 1.1.3 Hi Diego, On Thu, Nov 20, 2003 at 05:58:54PM -0300, Diego Fernandez wrote: > Hi Martin, > (I searched the list but i didn't find exactly this) > I've installed OTRS 0.5 beta 8 and I want to upgrade to OTRS 1.1.3. > Is there any way to upgrade directly from 0.5 beta8 to 1.1.3, without > passing through 1.0.1 ? > Do you have any script that do this? If not, can you make one? Yes you can update directly ;), you just need to upgrade the database to 1.0.x and then to 1.1.x. a) backup all b) cat $OTRS_HOME/scripts/DBUpdate-to-1.1.mysql.sql | mysql -p -f -u root otrs c) cat $OTRS_HOME/scripts/DBUpdate-to-1.2.mysql.sql | mysql -p -f -u root otrs d) update all otrs files (incl. config files, they are not compat. with OTRS 0.x) e) add you config settings to the new Kernel/Config.pm > thanks. > Diego Fernández > Servicios Profesionales > http://openware.biz Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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/

2 1

AW: [otrs] total time units per agent
by Tomas Müller 27 Nov '03

27 Nov '03

Hello Wouter, > -----Ursprüngliche Nachricht----- > Von: Wouter Mignon [mailto:wouter.mignon@khleuven.be] > Gesendet: Mittwoch, 26. November 2003 13:22 > An: User questions and discussions about OTRS. > Betreff: [otrs] total time units per agent > > Hello, > > I want to be able to check how many time units an agent spent > working on > tickets in a specific period. What is the best way to fetch this info? > You have to perform a SQL-Query in a way like this : SELECT time_accounting.create_time, time_accounting.time_unit,ticket.customer_id, ticket.tn, ticket.id FROM time_accounting,ticket WHERE(time_accounting.create_by='$agent_id') AND time_accounting.create_time>'$begin_date') AND (time_accounting.create_time<'$end_date') AND (ticket.id=time_accounting.ticket_id) ORDER BY ticket.customer_id, LEFT(time_accounting.create_time,10) $agent_id -> agent_id $begin_date -> from date $end_date -> to date Hope that helps. greets Tomas cimt ag ------------------------------------------------------------------------ Unter den Eichen 128 - 12203 Berlin fon: +49.30.834098-0 fax: -22 mobil: +49.178.7270777 email: Tomas.Mueller(a)cimt-ag.de http://www.cimt-ag.de > greets, > Wouter >

1 0

Redirection doesn't work
by Richard Jensen 27 Nov '03

27 Nov '03

When using otrs from any remote machine, whenever I move between major pages such as from the login page to the main page, instead of being redirected with the session number automatically, I get a "document moved" page with a link to the new page. I have to click on this link each time to continue with what I'm doing. Yet, I have no such problem running otrs directly from the server as localhost. I read one post that suggested being sure that the two http header lines: Status: 302 Moved' and 'location:...' appear in Redirect.dtl. They both do, and they both appear as plain text on the displayed page that contains the link I always have to click on. Another symptom is that ALL of the http headers from all of the pages are simply displayed as plain text, which tells me that these headers are not being recognized as headers by either Apache or my browser (same problem in IE 6.x, and all flavors of Mozilla). This leads me to think that my server's Apache installation isn't properly coping with http headers. However, I have verified that mod_headers is installed and is being loaded in my httpd.conf file. Everything else seems to work correctly, so this problem is really irritating, since I feel like I'm right on the brink of a properly working installation. What am I missing? How can I get these headers to be properly recognized?

1 0

OTRS forum
by Reurings, Chris 26 Nov '03

26 Nov '03

Hello everyone, For the one who's interested, I created a forum. Everyone can, after free rigistration, post messages related to the OTRS system. So register and post! URL: http://www.reurings.net/otrs/forum I know, the forum is quite empty, but with your help ... ! The purpose of the forum is to support OTRS users by OTRS users. Kind regards, Chris Reurings

1 0

HTML mail
by Reurings, Chris 26 Nov '03

26 Nov '03

Hello guys, Is it in some way possible to generate HTML mail? When I use HTML tags, the customer receives the e-mail as plain text, So the tags are visable, without the desired format. Any ideas? Or is this not yet implemented? Kind regards, Chris Reurings

4 7

total time units per agent
by Wouter Mignon 26 Nov '03

26 Nov '03

I'm resending this message because I used an existing mail to write mine which gives problems when threading. (Sorry robert!) ------ Hello, I want to be able to check how many time units an agent spent working on tickets in a specific period. What is the best way to fetch this info? greets, Wouter

1 0

Re: [otrs] total time units per agent
by Paul Rhein 26 Nov '03

26 Nov '03

Hi, Try SQLs on table ticket_history. hth Paul Wouter Mignon <wouter.mignon(a)khleuven.be>@otrs.org on 26-11-2003 12:34:28 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: [otrs] total time units per agent Hello, I want to be able to check how many time units an agent spent working on tickets in a specific period. What is the best way to fetch this info? greets, Wouter _______________________________________________ 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/

1 0

Is there a configuration setting to disable ticket lock on forward?
by Seigafuse, Mike 25 Nov '03

25 Nov '03

I didn't notice one in the config files. We sometimes forward tickets when we see something in a ticket we want to advice the tier 1 folks on before they even get to the ticket. But, When we do this the ticket is automatically locked. This is not a huge deal, but the ability to turn this off would be a nice to have... Thanks, Mike

1 0