May 2003 - otrs - OTRS mailing lists

Out of office admins?
by Gary Traffanstedt 08 May '03

08 May '03

How can I assign each admin a unique login for tracking purposes, yet allow all admins to view each incoming support request whether it's new or a reply to an existing ticket? My problem is that if Admin #1 replies to a concern and then he has a couple days off and the user replies to his message, he won't get it until he's back at work. If he goes on vacation for a week or two, that could be quite a while. So I need a way for other admins to be able to see all new entries as well as replies so that if something comes in for a particular person but he/she is not in the office, it can still get resolved in a timely fashion. Any ideas or solutions that you could pass along? Thank you!! Gary

3 3

RE: [otrs] POP3 messages extracted twice
by Erik Mathis - ATL Dunwoody Staff 08 May '03

08 May '03

I would try telnet'ing into your POP3 server and do a manual session. This link http://www.faqs.org/rfcs/rfc1939.html will explain how to use the manual commands check and delete emails. So send a test message and see if you see 2 messages the same size. Also check to see if if your .fetchmailrc is configured correctly. Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu -----Original Message----- From: Viktor [mailto:viktor@hostventures.com] Sent: Tuesday, May 06, 2003 12:05 AM To: otrs(a)otrs.org Subject: [otrs] POP3 messages extracted twice Just installed OTRS V1.1.1 It is working fine, but for some reason every message is extracted twice from POP3 queue. The PostMasterPOP3.pl output looks like this: Message 1/1 (test(a)hostventures.com) Message 1/1 (test(a)hostventures.com) The two distinct Ticket numbers generated and also two replies sent back to user. At this point I tried everything I could think about in OTRS configuration. Any ideas?

3 2

ArticleStorageFS
by Jim Wight 08 May '03

08 May '03

If TicketStorageModule is set to 'Kernel::System::Ticket::ArticleStorageFS' which part of the filesystem is used for storage? It doesn't seem to be configurable. Is that the case? Jim

2 1

Bug?
by Ovidiu Constantin 08 May '03

08 May '03

Hello, I noticed that no mail was entering the system for some hours, even though we were receiving it in our mailboxes. Here's the situation: root@mailroute:/opt/otrs/bin# ./PostMasterPOP3.pl Message 1/86 (bitdefender@dsd.ro@192.168.5.2) Quantifier follows nothing before HERE mark in regex m/* << HERE *asasdd(a)hotmail.com/ at /opt/otrs/Kernel/System/PostMaster/DestQueue.pm line 65. Any ideas? Running OTRS 1.1.0 RC1 10x, Ovidiu

2 2

Sending from other email address
by Charles R. "Rusty" Thompson 08 May '03

08 May '03

Just so I'm clear (sorry about the html posts earlier.. changing servers, email addresses and software all in one day leaves some work behind to clean up!) We like to keep a copy of all support emails on our local machines but still want to use otrs. We were hacked last tiem around (not otrs' fault.. mine) so we didn't have an immediate recovery routine. Currently we (the support team) all check support(a)indysoft.com and leave messages on the server for 5 days. Once otrs is back online though, it will delete our messages and kill our 'active backup'. With our current structure all I can do is forward support to other email addresses so what I'm thinking is doing something like this: support(a)indysoft.com forwards to otrs(a)indysoft.com and supportgroup(a)indysoft.com Then a client machine checks supportgroup(a)indysoft.com .. that's our backup OTRS checks otrs(a)indysoft.com and can clear it This resolves our issues. However... I would like to ensure that OTRS only checks otrs(a)indysoft.com but when it sends out it shows as support(a)indysoft.com . I would prefer that the support team not have to manually select the outgoing address to completely eliminate the chance of publishing the otrs@ address. Is this possible? Even if I have to hack the code to do it I will. Not scared. :) Charles

2 1

"Connection failed at .... CheckItem.pm line 68"
by Anna Sotnichenko 07 May '03

07 May '03

OTRS 1.1.1 on XP, Apache 1.3.27 Hi. All, I'm new to OTRS and to Apache, just installed both on my computer. The error happens when I enter new user info and submit the form. It looks like "Internal Server Error" in browser. When I check error.log it shows "connection failed at C:/Program Files/Apache Group/otrs//Kernel/System/CheckItem.pm line 68". Line 68 in CheckItem.pm looks like this: .................................. if (Email::Valid->address( -address => $Param{Address}, -mxcheck => $Self->{ConfigObject}->Get('CheckMXRecord') || 0, )) { .................................. I checked, that Email::Valid package is installed in my Active Perl configuration. Does anybody have any clue what I should do next? Thanks, Anna Sotnichenko

2 1

DB errors
by Christian Lox 07 May '03

07 May '03

Hi! OTRS 1.1.1 is installed for evaluating purposes. Since it was an update and rpm -U did not seem to work, we deleted the old version and did fresh install. Now I find the following in the Log: [Mon May 5 12:49:27 2003] null: DBD::mysql::st execute failed: You have an error in your SQL syntax near ') AND sq.valid_id in ( 1 )' at line 1 at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 228. ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon May 5 12:49:27 2003 Message: You have an error in your SQL syntax near ') AND sq.valid_id in ( 1 )' at line 1, SQL: 'SELECT sq.id, sq.name FROM queue sq, group_user sug, groups sg WHERE sug.user_id = 3 AND sug.group_id = sg.id AND sq.group_id = sg.id AND sg.id IN ( ) AND sq.valid_id in ( 1 )' Traceback (32640): Module: Kernel::System::Queue::GetAllQueues (v1.28) Line: 232 Module: Kernel::Modules::AgentPreferences::Form (v1.18) Line: 94 Module: Kernel::Modules::AgentPreferences::Run (v1.18) Line: 66 Module: Apache::ROOThelpdesk_2ewtal_2etrend_2dservice_2ede::otrs::index_2epl::handler (v1.58) Line: 608 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon May 5 12:49:27 2003] null: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 250. Any hint appreciated, Christian

2 1

Mail Checking Questions
by Charles R. "Rusty" Thompson 06 May '03

06 May '03

1) The guys here were wondering if there was a way to allow OTRS to leave a copy of messages on the server yet still remember what it had already downloaded. Does this functionality exist or could it be implemented in a future release? and... 2) Is it possible to read mail from one account but send it out where it appears to come from another... say... incoming request(a)mydomain.com but auto-replies and support follow-ups come from support(a)mydomain.com I know.. it's weird.. just a question though. :) Charles

2 1

POP3 messages extracted twice
by Viktor 06 May '03

06 May '03

Just installed OTRS V1.1.1 It is working fine, but for some reason every message is extracted twice from POP3 queue. The PostMasterPOP3.pl output looks like this: Message 1/1 (test(a)hostventures.com) Message 1/1 (test(a)hostventures.com) The two distinct Ticket numbers generated and also two replies sent back to user. At this point I tried everything I could think about in OTRS configuration. Any ideas?

1 0

Problems with 1.1
by Aaron Downing 05 May '03

05 May '03

Greeting and thanks to all who subscribe to this list, I have recently 'upgraded' my OTRS installation and am having problems. I originally wanted to dump my old installation as it was a test run anyways. I did the following to attempt to reinstall the 1.1.0 version of OTRS on my SUSE distro: 1. My un-installation #I did this to uninstall the previous version of OTRS Rpm -e otrs #I then deleted the OTRS database but not the OTRS user (I did this via webmin/mysql server/otrs/drop database. After backing up the .sql and files in case I needed to import it later for some reason). 2. Attempting to install again: I simply installed the new version of OTRS via Yast with no complaints. After this my apache webserver service will not start- It gives the following errors: #Restarting Apache Starting httpd [ PERL PHP4 ]/usr/sbin/rcapache: line 206: 7545 Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf $MODULES >/var/log/httpd/rcapache.log 2>&1 #I attempted to check /usr/sbin/rcapache for what was occurring but I am no expert and this script simply starts Apache. I used the command vi /usr/sbin/rcapache +206 and I have included the code for that 'area' of the script below. #204 echo "Usage: $0 {start|stop|status|try-restart|restart|force-reload|reload|probe}" #205 exit 1 #206 esac I am certain it has something to do with OTRS because if I then 'rpm -e otrs' I can then start my apache server again...wtf. I am going to try nuking everything otrs related and installing the old version to see if this works and I will post back tommorow or later today with the results. I am by no means an expert of Linux or Apache, I am actually quite a beginner and this endeavor to create an on-line support solution for my company has been teaching me well. If anyone can please direct me to which area I need to turn toward to repair this problem I would appreciate it.

2 1