May 2003 - otrs - OTRS mailing lists

Anhang Probleme
by Michael Mauel 20 May '03

20 May '03

Hallo liebe Liste, wenn ich einen ASCII Text an eine Ticket Antwort anhänge, dann ist das kein Thema. Wenn ich aber eine ZIP oder PDF Datei anhängen möchte, so kommt folgende Fehlermeldung: ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Mon May 19 12:52:29 2003 Message: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (68, 'MIME-Version: 1.0 Hat jemand einen TIP für mich? Mfg Michael

2 1

CustomerUser LDAP backend
by Jim Wight 20 May '03

20 May '03

I want to get the LDAP CustomerUser backend working, but am not having any success so far. I've copied the # CustomerUser # (customer user ldap backend and settings) # $Self->{CustomerUser} = { # Module => 'Kernel::System::CustomerUser::LDAP', [...] # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], # ], # }; section from Defaults.pm into Config.pm, removed the comments, and made what I reckon are other necessary changes. However, I've not even got as far as testing LDAP as I get Internal Server Error when accessing OTRS. The server error log contains the following: [Fri May 16 16:30:18 2003] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: index.pl [Fri May 16 16:30:18 2003] [error] [client xxx.xxx.xxx.xxx] Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" (perhaps you forgot to load "Kernel::System::CustomerUser::LDAP"?) at <otrs>/bin/cgi-bin/../../Kernel/System/CustomerUser.pm line 47. What does it indicate is wrong? I'm not using mod_perl. Jim

3 6

Bounce
by Alex Mihicinac 20 May '03

20 May '03

Hi all, When I try to bounce email, this happens: ---- Error: Can't bounce email! Comment: Please contact the admin. Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: solaris Time: Fri May 16 10:26:08 2003 Message: Can't use /usr/lib/sendmail -t -i -f : Not enough space! Traceback (1622): Module: Kernel::System::Email::Sendmail::Send (v1.7) Line: 107 Module: Kernel::System::Email::Send (v1.1) Line: 50 Module: Kernel::System::Ticket::SendArticle::BounceArticle (v1.11) Line: 266 Module: Kernel::Modules::AgentBounce::Run (v1.21) Line: 265 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 608 Module: (eval) (v2.01) Line: 143 Module: Apache::Registry::handler (v2.01) Line: 143 ---- There is enough space on disks and mail which i try to bounce is short <5k I happens every time i try to bounce. What to do? Best regards, Alex

2 1

Installationproblem otrs1.1.1
by Andreas Kienle 19 May '03

19 May '03

Hello, I installed the otrs 1.1.1 (rpm) on my Suse8.1 Server. When I restart my webserver i get the following errors. Can you help me?? Thanks @ndy -----------------8<-------------- [Thu May 15 20:52:54 2003] Format.pm: Using an array as a reference is deprecate d at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88. [Thu May 15 20:52:54 2003] Format.pm: Using an array as a reference is deprecate d at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217. [Thu May 15 20:52:54 2003] State.pm: Scalar found where operator expected at /op t/otrs//Kernel/System/State.pm line 142, near "0 $Param" [Thu May 15 20:52:54 2003] State.pm: (Missing operator before $Param?) [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same scope at /opt/otrs//Kernel/System/State.pm line 148. [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same scope at /opt/otrs//Kernel/System/State.pm line 149. [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same statement at /opt/otrs//Kernel/System/State.pm line 149. [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same scope at /opt/otrs//Kernel/System/State.pm line 150. [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same scope at /opt/otrs//Kernel/System/State.pm line 151. [Thu May 15 20:52:54 2003] State.pm: "my" variable $SQL masks earlier declaratio n in same scope at /opt/otrs//Kernel/System/State.pm line 152. [Thu May 15 20:52:55 2003] [error] syntax error at /opt/otrs//Kernel/System/Stat e.pm line 142, near "0 $Param" syntax error at /opt/otrs//Kernel/System/State.pm line 155, near "else" Compilation failed in require at /opt/otrs//Kernel/System/Ticket.pm line 26. BEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Ticket.pm line 26. Compilation failed in require at /opt/otrs//Kernel/Config/Modules.pm line 34. BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Modules.pm line 34 . Compilation failed in require at /opt/otrs/scripts/apache-perl-startup.pl line 2 9. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache-perl-startup.pl li ne 29. Compilation failed in require at (eval 168) line 1. Syntax error on line 10 of /opt/otrs/scripts/apache-httpd.include.conf: syntax error at /opt/otrs//Kernel/System/State.pm line 142, near "0 $Param" syntax error at /opt/otrs//Kernel/System/State.pm line 155, near "else" Compilation failed in require at /opt/otrs//Kernel/System/Ticket.pm line 26. BEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Ticket.pm line 26. Compilation failed in require at /opt/otrs//Kernel/Config/Modules.pm line 34. BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Modules.pm line 34 . Compilation failed in require at /opt/otrs/scripts/apache-perl-startup.pl line 2 9. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache-perl-startup.pl li ne 29. Compilation failed in require at (eval 168) line 1. ---------------8<-----------------------

2 1

agent to receive notification when new ticket in his quqe
by Alex Zheng 19 May '03

19 May '03

I want agent to be notified when there is a new ticket in his queque: Attached is my Config.pm file: Thanks.

2 5

MTA for Windows w/ OTRS
by Covert, Jake 19 May '03

19 May '03

What are everyone's recommendations for an good MTA for a Windows 2000 install of OTRS1.1.1? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

RE: [otrs] RE: Win2k Sending Email Resolved!!!
by Covert, Jake 19 May '03

19 May '03

Were you ever able to get the procmail filters to work with Indigo Star's Send? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Charles R. "Rusty" Thompson [mailto:charlest@indysoft.com] Sent: Tuesday, March 04, 2003 4:45 PM To: otrs(a)otrs.org Good gosh I finally got it. I'm not sure what was causing the problems but I dropped Exim, tried Blat, dropped blat.. tried MS's port of sendmail, dropped that. Ended up with Indigo Star's Sendmail port for Windows (30 day eval, $49 purchase). It came with a .pl script that looked alot like EmailSend.pm's routine so my confidence was high! I was able to manually do a few sends with their script... no mail munges and it appeared to operate rock solid. However! :) Once I tried using it with OTRS, no mail would go out. OTRS' log happily reported the messages were sent, sendmail.log reported no errors and no sends... and I never got my mail. I found there is something in the mail sending pm's that needs to be changed for this particular port of sendmail. Here's the first fixes I found to get email working with Win32 IndigoStar Sendmail... 1) Install Sendmail (I chose c:\sendmail\) 2) Sendmail path in Config.pm needs to be c:/yourpathhere/sendmail.exe -t -console 3) AgentCompose.pm has to be changed. It appears the '$RetEmail' breaks IndigoStar sendmail rather quietly. Maybe this should be optional in the PM to prevent others from having headaches? Maybe a config line for return mail that is only placed if it's not blank? The final line was: if (open ( MAIL, "|$Self->{Sendmail}")){ My take on this is that since it read the From, etc in the headers (-t) I think the $RetEmail was unneccesary 4) Any other instances of Sendmail (like EmailSend.pm) must be changed as well or silent email failure will occur. I still don't know why exim was causing munged emails. My hosting service is lost on that one. Robert... you might consider taking a look at IndigoStar as an option for the install docs on Windows. I found it absolutely simple to install and configure and it seems like a much 'thinner' solution that installing cygwin, downloading, setting permissions, etc. Further... IndigoStar has a feature which is required in some shared hosting environments, that being server authentication on the default account. There are alot of anti-spam SMTP tests out there requiring the checking of mail (authentication) before a send can occur. This pre-authentication test in IndigoStar gets around that. Thanks to all for so much help... I thought I'd never see the light of day. Management is happy and off my back. Thanks for all the hard work on the software, we are really going to get tremendous use out of it! Charles _______________________________________________ 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

1 0

Send an email to 'alwayscc' when ticket is closed.
by Alex Zheng 19 May '03

19 May '03

When a ticket gets closed, I would like managers get notification about it. This is what I did in Config.pm: (I invented this var 'NotificationAlwaysCcStateUpdate') $Self->{NotificationAlwaysCcStateUpdate) = 'IT-manager(a)blah.com'; then I can not start have apache to pass the perl compile phase: /usr/sbin/apachectl stop: httpd stopped helpdesk:/opt/otrs/Kernel # /usr/sbin/apachectl start [Thu May 15 05:01:18 2003] [error] syntax error at /opt/otrs//Kernel/Config.pm line 148, near "NotificationAlwaysCcStateUpdate) " BEGIN not safe after errors--compilation aborted at /opt/otrs//Kernel/Config.pm line 177. Compilation failed in require at /opt/otrs/scripts/apache-perl-startup.pl line 28. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache-perl-startup.pl line 28. Compilation failed in require at (eval 149) line 1. Syntax error on line 10 of /opt/otrs/scripts/apache-httpd.include.conf: syntax error at /opt/otrs//Kernel/Config.pm line 148, near "NotificationAlwaysCcStateUpdate) " BEGIN not safe after errors--compilation aborted at /opt/otrs//Kernel/Config.pm line 177. Compilation failed in require at /opt/otrs/scripts/apache-perl-startup.pl line 28. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache-perl-startup.pl line 28. Compilation failed in require at (eval 149) line 1.

2 1

Assignment new eMails to an Customer-ID
by Timo Eckert 18 May '03

18 May '03

Hello, I have n future Request. I can assign Customer-IDs to similar eMail-Addresses. All I need is, that on new incoming eMails, OTRS check if an ID is already assigned to that eMail-Address and replace the ID with the eMail-Address. -- Mit freundlichem Gruß / best regards Timo Eckert.

2 2

statistics (diagramm) under redhat 8.0
by Denis Heitbrock 16 May '03

16 May '03

hi, i installed the redhat 8.0 rpm under redhat 8.0. when i run the stats (mkStats.pl) i got the following message: Can't locate GD.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at ./mkStats.pl line 36. BEGIN failed--compilation aborted at ./mkStats.pl line 36. what can i do to get the stats running? thxxx for help. best regards, denis heitbrock

3 6