December 2003 - otrs - OTRS mailing lists

RE: [otrs] SuSE 9.0 and OTRS RPM Install Failure
by Erik Mathis - AIU Dunwoody Staff 19 Dec '03

19 Dec '03

L. Mark Stone wrote: > Paul, > > The installation is on a Compaq 6400r, with twin Xeons and an > SMP kernel as well. The error is when running the OTRS > RPM--it complains it wants Apache and mod_perl. It doesn't > see that Apache2 is already installed. > > On Tue, 2003-12-16 at 04:10, Paul Rhein wrote: >> Hi, >> >> We have SuSE 9.0 (or should I say Novell :-)) with apache2 and >> mod_perl on COMPAQ 2 way (snmp kernel). Works fine as usual with >> OTRS. >> >> We did not have problems during installation just out of the box. >> >> kr >> >> Paul >> >> >> >> >> >> >> >> "L. Mark Stone" <LMStone(a)RNoME.com>@otrs.org on 16-12-2003 02:50:53 >> >> 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] SuSE 9.0 and OTRS RPM Install Failure >> >> >> We just rebuilt our internal OTRS server with SuSE 9.0, which >> installs Apache2 by default. >> >> When we went to install the 1.1.3 OTRS rpm, we got an error regarding >> two missing dependencies for apache and mod_perl. >> >> Since we have Apache2 installed, and all of the perl stuff for it, >> can we safely install the OTRS rpm with "nodeps" (or should we build >> from source)? >> >> Perhaps the better first question to ask is if OTRS will run on >> Apache2! >> >> Thanks! >> Mark >> >> -- ______________________________________________________________ L. >> Mark Stone President >> Reliable Networks of Maine, LLC >> 477 Congress Street, 5th Floor >> Portland, ME 04107 >> >> Tel: (207) 772-5678 >> Cell: (917) 597-2057 >> Email: LMStone(a)RNoME.com >> Web: http://www.RNoME.com >> >> >> _______________________________________________ >> 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/ >> >> >> >> >> _______________________________________________ >> 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/ I would use the rpm and the --nodeps and config apache manuley. I got this right off the website http://doc.otrs.org/1.1/html/install-cli.html#INSTALL-CLI-INSTALL SuSE Linux: =========== a) Install the RPM-Package (http://otrs.org/ - "rpm -i otrs-xxx.rpm"). b) The manual way: Use the "$OTRS_HOME/scripts/suse-httpd.include.conf" include config file. Add it to /etc/sysconfig/apache with HTTPD_CONF_INCLUDE_FILES [...] HTTPD_CONF_INCLUDE_FILES=/opt/otrs/scripts/suse-httpd.include.conf [...] Start SuSEconfig and restart the webserver (rcapache restart). hth Erik Mathis AIU Dunwoody Network Administrator

3 2

how to set up the cron jobs
by David Grimes 19 Dec '03

19 Dec '03

Hi, I'm a little confused about how to set up the cron jobs. What purpose does Cron.sh serve? It by the way will not run because I am root user and I have been unable to get su to correctly su to user otrs.. Can I add each individual cron jobs via crontab -e as root and be done with it? Also ./Cron.sh start otrs does not work for me. I am sure I'm missing something here so any help is appreciated. Thanks! Great product BTW! DG

2 1

<OTRS variables...
by David Grimes 18 Dec '03

18 Dec '03

Hello again I am slowly trudging my way into a complete install. currently I am working on the agent notifications. I would like to know what variables are available for me to reference in the emails. Thanks David Grimes

2 2

RE: [otrs] StateID errors
by Seigafuse, Mike 18 Dec '03

18 Dec '03

Martin, I'm sure you are correct. What I was attempting to do was to set the configuration so that tickets are not re-opened when a follow up is sent after a ticket is closed. We get a lot of "thank you" notes after we send the resolution and it is somewhat of a time waster to have to close the tickets again. I added the following line to Config.pm: $Self->{PostmasterFollowUpState} = 'close'; Should I instead set the value to one of the valid states from the table below? mysql> select id,name,comment,valid_id from ticket_state; +----+---------------------+------------------------------------------+----------+ | id | name | comment | valid_id | +----+---------------------+------------------------------------------+----------+ | 1 | new | ticket is new | 1 | | 2 | closed successful | ticket is closed successful | 1 | | 3 | closed unsuccessful | ticket is closed unsuccessful | 1 | | 4 | open | ticket is open | 1 | | 5 | removed | customer removed ticket (can reactivate) | 1 | | 6 | pending reminder | ticket is pending for agent reminder | 1 | | 7 | pending auto close+ | ticket is pending for automatic close | 1 | | 8 | pending auto close- | ticket is pending for automatic close | 1 | +----+---------------------+------------------------------------------+----------+ Maybe like - $Self->{PostmasterFollowUpState} = 'closed successful'; ? Thanks, Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Thursday, December 18, 2003 3:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] StateID errors Hi Mike, On Wed, Dec 17, 2003 at 02:08:43PM -0500, Seigafuse, Mike wrote: > I am seeing these messages in the log files periodically: > > ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 09:30:03 2003 > > Message: No StateID for close found! > > Traceback (10186): > Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74 > Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 142 > Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 > Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 178 > [...] > It is obviously not happening on all tickets and from looking through > the tickets and logs it appears to be related to follow-up emails. I > ran a query to see if all the tickets have valid state IDs and they do. > I am running on RedHat 7.3, Apache 1.3.23, mysql 3.23.41 and OTRS V1.1.3 > installed from RPM. > > Let me know if I can provide any config files or other information. If > you have any ideas please let me know. It looks like you configured somewhere an non existing ticket state named 'close'. If I read it correctly you changed the config option PostmasterFollowUpState from 'open' to 'close'. Please check it. > Thanks, > Mike Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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

StateID errors
by Seigafuse, Mike 18 Dec '03

18 Dec '03

I am seeing these messages in the log files periodically: ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 09:30:03 2003 Message: No StateID for close found! Traceback (10186): Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 142 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 178 Module: main::FetchMail (v1.9.2.2) Line: 169 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 10:00:03 2003 Message: No StateID for close found! Traceback (10477): Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 142 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 178 Module: main::FetchMail (v1.9.2.2) Line: 169 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 11:45:03 2003 Message: No StateID for close found! Traceback (11557): Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 142 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 178 Module: main::FetchMail (v1.9.2.2) Line: 169 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 It is obviously not happening on all tickets and from looking through the tickets and logs it appears to be related to follow-up emails. I ran a query to see if all the tickets have valid state IDs and they do. I am running on RedHat 7.3, Apache 1.3.23, mysql 3.23.41 and OTRS V1.1.3 installed from RPM. Let me know if I can provide any config files or other information. If you have any ideas please let me know. Thanks, Mike

2 1

Create customer in Phone View
by Tom Hesp 18 Dec '03

18 Dec '03

Hi all, Is there a possibility to create a new customer from within the Phone View? I have a sort of helpdesk situation here where a customer can call to report a problem. If this customer has never called before the helpdesk person needs to create a new customer entry. It would be a lot easier to do this from within the Phone View right away instead of going to the Customer interface and doing it from there. I had a thorough look through the code but until now I have not been able to find it. Am I missing something or do I need to build this myself? Thanks for your time. Kind regards, Tom Hesp

1 0

RE: [otrs] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 17 Dec '03

17 Dec '03

Dear Robert, your help has been really useful! Now email is working. There were a couple of CPAN modules missing in my installation. Now email is working perfectly! Now I come to a different question: I need to set up OTRS for two "different" ticketing groups. That is, I intend to use OTRS to keep track of the requests addressed to two different groups of people that have no relationship between them. So I have created two different system emails, i.e., group1@localhost and group2@localhost. I have also created two different queues, that is, "Requests for group 1" and "Requests for group 2" and linked each email to the corresponding queue. In this way, requests to group1@locahost go directly to the queue for group1 and those sent through group2@localhost go to the second queue. My problem now is how to avoid that the user controlling groupX may see the queue for groupY. That is, I want to keep both queues under the appropriate eyes only. I've been looking for a way to do this but unsuccessfully. Again, can you lend me a hand? BTW, my CONGRATULATIONS for this system. I installed it in a real old computer (Pentium III, 400MHz, 128Mb RAM, 10Gb disk, RedHat 7.2) and it is fast as lightnin' ! José.

4 3

Size of field for customer email address input
by Drnak Marek 16 Dec '03

16 Dec '03

Hi all, I have got email address that is bigger than 50 characters and I want to change the form where I am adding Customer account to accept tho longer value. Where can I change it to be able to accept email address longer than 50 chars? Thanks in advance Marek Drnak

3 2

Spam and Virus filters
by Michael Otto 16 Dec '03

16 Dec '03

Hi everybody, I thought this might be useful for you just as it is for us. I wrote a small script that works as a filter between an MTA and otrs and filters spam and viri before they hit a queue. Sorry if anybody else came up with this idea before, there's no seach available in the archives :-) The script requires SpamAssassin and ClamAV installed in daemon mode. See http://www.spamassassin.org and http://www.clamav.net for more info. It should be pretty easy to modify the script so it doesn't rely upon daemon mode for both programs. --- Name it 'spamclam.sh' and put it into /home/otrs --- #!/bin/sh # This script takes a mail from STDIN, runs virus and spam scans # on it and if it passes, pipes it into $ARGV[1]. Otherwise # writes it into otrs-virusbox or otrs-spambox respectively. # # Written by Michael otto <mo(a)epublica.de>. Released under GPL. HOME=/home/otrs TMP=/tmp cat >$TMP/mail.tmp.$$ VIRUS=`clamdscan --disable-summary --stdout $TMP/mail.tmp.$$ | grep FOUND` if [ "${VIRUS}" == "" ]; then SPAM=`spamc -u otrs -r < $TMP/mail.tmp.$$` if [ "${SPAM}" == "" ]; then cat $TMP/mail.tmp.$$ | $1 else cat $TMP/mail.tmp.$$ >>$HOME/otrs-spambox fi else cat $TMP/mail.tmp.$$ >>$HOME/otrs-virusbox fi rm $TMP/mail.tmp.$$ --- Now patch your alias file which pipes the mail into PostMaster.pl like this: local_part: "|/home/otrs/spamclam.sh /opt/otrs/bin/PostMaster.pl" --- Regards, Michael -- Michael Otto, Dipl.-Inform. epublica Internet-Technologie: Konzeption, Produktion, Wartung Wartenau 8 D-22089 Hamburg michael.otto(a)epublica.de http://www.epublica.de Tel. +49 (0)40/4109879-1 Fax +49 (0)40/4109879-9

1 0

Help
by Leonardo Amezquita 16 Dec '03

16 Dec '03

I can to change the configuration of customer.pl in what file change the colors and the content.?

2 1