April 2003 - otrs - OTRS mailing lists

unable to send email from OTRS
by Karthik Palaniappan 25 Apr '03

25 Apr '03

Hello Everyone, We installed OTRS 1.0.2 in Win32. It was smooth. Thanks for the nice documentation. We are unable to reply to a ticket. Our SMTP server did not receive email sent by OTRS. It is able to receive email sent from command prompt (echo "subject: test 123" | c:/cygwin/usr/sbin/sendmail vmc(a)vmcdev6.dev.vmc.wvu.edu) OTRS does not report any error. But the emails do not reach the destination. otrs.log file contains the following. [Wed Apr 23 19:34:14 2003][Debug][Kernel::System::Ticket::SendArticle::SendArticle][204] Sent email to 'vmc(a)vmcdev6.dev.vmc.wvu.edu' from 'OTRS System <karthik(a)vmcdev6.dev.vmc.wvu.edu>'. HistoryType => SendAnswer, Subject => [Ticket#: 2003042210000052] Re: test 123; Our config.pm file contains the following: # FQDN # (Full qualified domain name of your system.) $Self->{FQDN} = 'vmcdev6.dev.vmc.wvu.edu'; # AdminEmail # (Email of the system admin.) $Self->{AdminEmail} = 'vmc(a)vmcdev6.dev.vmc.wvu.edu'; # SendmailModule # (Where is sendmail located and some options. # See 'man sendmail' for details.) $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = 'c:/cygwin/usr/sbin/sendmail -t -i -f '; Apache error log does not contian any clue. Thanks in advance for your help. Thanks, Karthik ps: when we change the databasehost from localhost to vmcdev6.dev.vmc.wvu.edu we get otrs(a)192.168.0.7 not authorized. Any light on that?

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OTRS stress test
by Alex Mihicinac 25 Apr '03

25 Apr '03

Hi all, I've just made a OTRS stress test by sending 1000 random generated e-mails (with random number of body parts/attachs). I must say, that OTRS handled it very well, but I noticed one problem - in queue view I have 67 pages of tickets and the funny thing is, that I can see tickets only in fist 8 pages, all the other pages are empty? Howcome? Also if I perform search for those tickets (all of them were sent from one single e-mail address) I get only fist 250 tickets found, where are all the others? I really don't have a clue here, please help! Regards, Alex

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1.1.0-RC2 Note type in 'Note'
by Jim Wight 25 Apr '03

25 Apr '03

The only Note type offered when adding a note is note-internal. It was the same in RC1. Jim

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OTRS 1.1 RC2!
by Martin Edenhofer 24 Apr '03

24 Apr '03

Hi, this is the second release candidate of OTRS 1.1. Changes: ======== - (2003/04/24) added refresh time to AgentMailbox screen (refresh time still exists for QueueView) - (2003/04/24) fixed "show closed tickets" in customer interface (http://lists.otrs.org/pipermail/otrs/2003-April/001508.html) - (2003/04/24) fixed max shown tickets in QueueView (default now 1200) (http://lists.otrs.org/pipermail/otrs/2003-April/001505.html) - (2003/04/23) fixed missing filename (default index.pl) for download of attachments using Kernel/System/Ticket/ArticleStorageFS.pm (http://lists.otrs.org/pipermail/otrs/2003-April/001491.html) - (2003/04/22) fixed bug 123 - E-mail address with simple quote http://bugs.otrs.org/show_bug.cgi?id=123 - (2003/04/18) added RH8 IPC (shm id 0) workaround (create dummy shm) - (2003/04/17) fixed AgentStatusView (1st ticket is actually the 2nd) - (2003/04/17) added Firstname/Lastname of agents to ticket history Change log: =========== http://otrs.org/cgi-bin/cvsweb.cgi/otrs/CHANGES?rev=1.78&content-type=text/… Download: ========= ftp://ftp.otrs.org/pub/otrs/ ftp://ftp.gwdg.de/pub/misc/otrs/ ftp://ftp.samurai.com/pub/otrs/ Bugreports: =========== http://bugs.otrs.org/ (Thanks!) Upgrading from 1.0 to 1.1: ========================== Read the UPGRADING and INSTALL files. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson

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Home button in 1.1rc1
by Covert, Jake 24 Apr '03

24 Apr '03

I was looking at the 1.1, rc1 demo system on your website and noticed the "Home" button is missing from the top of the admin interface. Which page is now the 'home' page that gets refreshed per preferences? (could you make it 'Mailbox'. That way we could sit in the 'locked tickets' area?) Also, in the customer interface area, I was having a really hard time (as in, I couldn't do it) setting the 'Show Closed Tickets' preference to 'No'. Great job guys! Jake Covert Www.jakecovert.com

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Problem [Debian] Kernel/System/Log.pm line 129
by cfreak202 24 Apr '03

24 Apr '03

Hello, I have a BIG problem with otrs. (Versions: 1.1.0.rc1 and 1.0.2-01) I try'd to install it for over 2 hours now, i read the docu's and also http://lists.otrs.org/pipermail/otrs/2003-February/000869.html installer.pl runs without any problems, but if i open index.pl and give my username, it says: Internal Server Error (500) /var/log/apache-ssl/error.log: Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 129. [Fri Apr 18 23:56:07 2003] [error] [client 80.145.238.4] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl /etc/passwd otrs:x:1008:100:OTRS user:/opt/otrs/:/bin/bash www-data:x:33:33:www-data:/var/www:/bin/sh /etc/group users:x:100: www-data:x:33:otrs /etc/shadow www-data:*:12147:0:99999:7::: otrs:!:12160:0:99999:7::: ls -l /opt/otrs -rw-r--r-- 1 otrs users 21704 Mar 9 18:26 CHANGES -rw-r--r-- 1 otrs users 18009 Feb 8 14:53 COPYING -rw-r--r-- 1 otrs users 1555 Feb 8 14:53 CREDITS -rw-r--r-- 1 otrs users 5299 Feb 15 14:54 INSTALL -rw-r--r-- 1 otrs users 1160 Feb 8 14:53 INSTALL.RedHat -rw-r--r-- 1 otrs users 1144 Feb 8 14:53 INSTALL.SuSE drwxr-xr-x 8 otrs users 288 Apr 18 23:39 Kernel -rw-r--r-- 1 otrs users 7532 Feb 8 14:53 README -rw-r--r-- 1 otrs users 987 Feb 8 14:53 README.application-module -rw-r--r-- 1 otrs users 3068 Feb 8 14:53 README.database -rw-r--r-- 1 otrs users 2559 Feb 8 14:53 README.dtl -rw-r--r-- 1 otrs users 3539 Feb 8 14:53 README.webserver -rw-r--r-- 1 otrs users 104 Mar 9 19:14 RELEASE -rw-r--r-- 1 otrs users 1279 Feb 8 14:53 TODO -rw-r--r-- 1 otrs users 1859 Feb 8 14:53 UPGRADING drwxr-xr-x 3 otrs users 960 Mar 9 19:14 bin drwxr-xr-x 3 otrs users 496 Mar 9 19:15 doc drwxr-xr-x 3 otrs users 72 Mar 9 19:14 install drwxr-xr-x 2 otrs users 912 Mar 9 19:14 scripts drwxr-xr-x 11 otrs users 272 Mar 9 19:14 var ls -l /opt/otrs/Kernel/System ... drwxr-xr-x 2 500 users 104 Mar 9 19:14 Log -rw-r--r-- 1 500 users 4282 Feb 8 14:53 Log.pm ... Can you plz help me? Cfreak202 computerfreak202(a)yahoo.de

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Setting Ticket Reminders
by Adrian McCray 24 Apr '03

24 Apr '03

Hello all! Quick question. Using RH 7.3 and ORTS 1.0.2 (Sunset Beach) RPM install. Everything is working fine.......except for a seemingly minor issue. During evaluating OTRS, I set a ticket with a "pending reminder" option. After the timeout period had expired, I began receiving Notification Messages. I clicked on the link, viewed the pending ticket, yet I continue to receive notification messages for this ticket. Am I doing something wrong? What is supposed to happen once the ticket has reced its remined time but is not supposed to be closed. Thank you in advance. Adrian McCray LAN Manager

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BCC
by Ovidiu Constantin 24 Apr '03

24 Apr '03

We have set bcc to a "collective" email address, and what happens is that everybody get the notifications (owner change, unlocks). We would like that the bcc field be ignored when not sending outbound email. Is this possible? 10q, Ovidiu

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FW: Internal Server Error
by Covert, Jake 23 Apr '03

23 Apr '03

I only get this error when I zoom in on certain tickets. Here is more detail from the /var/log/messages ======================================== Apr 22 10:58:21 <hostname_of_otrs_box> OTRS-CGI-10[2441]: [Error][Kernel::Modules::AgentZoom::Run][Line:158]: Got error 28 from table handler, SQL: 'SELECT sa.id, st.tn, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_body, st.create_time_unix, st.tn, st.user_id, st.ticket_state_id, st.ticket_priority_id, sa.create_time, stt.name as sender_type, at.name as article_type, su.login, sl.name as lock_type, sp.name as priority, tsd.name as state, sa.content_path, sq.name as queue, st.create_time as ticket_create_time, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.freekey1, st.freekey2, st.freetext1, st.freetext2, st.customer_id, sq.group_id, st.ticket_answered, sq.escalation_time, sa.a_content_type, sa.incoming_time, st.until_time FROM article sa, ticket st, article_sender_type stt, article_type at, system_user su, ticket_lock_type sl, ticket_priority sp, ticket_state tsd, queue sq WHERE sa.ticket_id = st.id AND sq.id = st.queue_id AND stt.id = sa.article_sender_type_id AND at. ======================================== Thinking it must be mysql related now. -----Original Message----- From: Covert, Jake Sent: Tuesday, April 22, 2003 8:00 AM To: 'otrs(a)otrs.org' I'm getting the following error and I'm not quite sure what it means. I'm using the following Redhat8 1.0.1 Any ideas? [Tue Apr 22 08:07:44 2003] [error] [client 130.175.169.157] [Tue Apr 22 08:07:44 2003] index.pl: DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 211., referer: http://<my_otrs_box>/otrs/index.pl?Action=AgentMailbox

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Saving attachments
by Christoph Kaulich 23 Apr '03

23 Apr '03

Hello, I often receive emauils with attachments, most of them plain text files, when I try to look at them they are only offered for downloading as a binary mime type. In 1.1 they are now called index.pl in the file selection box. Can I change this behaviour? Christoph

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