July 2003 - otrs - OTRS mailing lists

problems with stats- SuSE 8.0
by "Gärtner, Uwe" 24 Jul '03

24 Jul '03

Hello, i installed otrs on SuSE 8.0 via rpm after installation i see no diagrams. I read the documentation and afterwards i installed the missing GD::graph and ::text modules. Otrs.checkModules found all modules i restart the webserver and otrs, but can't see any diagrams in otrs. What's wrong?? with best regards Uwe Gärtner This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

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STILL: PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please?
by A.Loithaler 24 Jul '03

24 Jul '03

Still following problem. probably it is a mime problem? We have qpopper running on this system. Would be great if anyone has an idea ! Hello, we have setup the recent OTRS rpms on a dedicated SuSE8.2 system. It works fine so far, but there is one bug(?) which I couldn't work around so far. Though all access data to POP3 boxes are correct following happens when PostMasterPOP3.pl runs: Message: Need TicketID! Traceback (13520): Module: Kernel::System::Ticket::SetCustomerData (v1.55) Line: 524 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 197 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Jul 22 22:34:17 2003 Message: Need TicketID! Traceback (13520): Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 131 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 232 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Jul 22 22:34:17 2003 Message: Can't process email with MessageID <<004301c35090$80a278f0$c700a8c0@laptop>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (13520): Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 237 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 The perl script enters the boxes and finds some messages without Ticket-id (as they are new and no follow-up messages) and seems not be able to insert into the mysql tables. The mail disappears to nowhere... Who can help me out here? I did rtfm a lot of time but found no hint :-( Best Regards, Alex ------------ Antserver GbR http://www.antserver.de Service: 01805 - 55488288 Fax: 08031 - 409325

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automatic customer recognation via e-mailadress?
by list＠supratec.de 24 Jul '03

24 Jul '03

Hello! I have the following question: If an KNOWN customer send his mail to support(a)myname.de, is it possible to automatically assign this support-ticket to his account (because his Name and e-Mail-adress is under "Misc" -> "Customer User" wellknown to OTRS)? As far i have tested yet, the staff has to assign each support ticket manually to the right customer account. This is full of errors and is often forgotten. I think its important if customers sometime logging in via customer.pl and sometimes they are sending e-mails. If they are auto- assigned the customer find all tickets under customer.pl! Thank you for your help and answer Beste regards Gerhard ForsterGerhard C. Forster Geschäftsführer SupraTec GmbH Information Technology Waltherstr. 27 · D-80337 Muenchen Fon: +49(0)89-5435980-42 / Fax: +49(0)89-5435980-1 http://www.supratec.de/ mailto:gerhard.forster@supratec.de

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Problems with upgrade to 1.1.3
by Michael Rojas 24 Jul '03

24 Jul '03

Greetings, all... I've got 1.1.1 running on a server, but when I upgrade to 1.1.2 or .3 and try to access the 'Users' page to modify users, Apache (1.3.27) gives me an 'Internal Server Error 500' and the log shows the following: [Wed Jul 23 23:39:58 2003] [error] Can't locate object method "splitpath" via package "File::Spec" at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 306. This only happens on versions higher than 1.1.1. I can continue running 1.1.1, but I would like to upgrade to the latest version. Anybody in OTRSLand have any idea as to why I get this error on the newest version only, but not on 1.1.1? Is this a bug, maybe, with the latest version? Any and all help is appreciated! Thanks! Regards, Michael Michael Rojas, Systems Admin. South Texas Internet 956.504.5252 www.ies.net Some dream of success... Others work hard at it. --- [South Texas Internet scanned this E-mail for viruses using Declude Virus]

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PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please?
by A.Loithaler 23 Jul '03

23 Jul '03

Hi, I have sent you the mail from the spooler in the attachment. It would be great, if you know a solution. Probably it is a mime detection problem? Thank you! Alex ------------ Antserver GbR http://www.antserver.de Service: 01805 - 55488288 Fax: 08031 - 409325 -----Ursprüngliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Mittwoch, 23. Juli 2003 13:47 An: otrs(a)otrs.org Betreff: Re: [otrs] PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please? Hi Alex, On Wed, Jul 23, 2003 at 02:06:48AM +0200, A.Loithaler wrote: > we have setup the recent OTRS rpms on a dedicated SuSE8.2 system. It > works fine so far, but there is one bug(?) which I couldn't work around > so far. Though all access data to POP3 boxes are correct following > happens when PostMasterPOP3.pl runs: > [...] > > Message: Can't process email with MessageID > <<004301c35090$80a278f0$c700a8c0@laptop>>! Please create a bug report > with this email (var/spool/) on http://bugs.otrs.org/! > > Traceback (13520): > Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: > 237 > Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 > Module: main::FetchMail (v1.9.2.1) Line: 169 > Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 > > The perl script enters the boxes and finds some messages without > Ticket-id (as they are new and no follow-up messages) and seems not be > able to insert into the mysql tables. The mail disappears to nowhere... > > Who can help me out here? I did rtfm a lot of time but found no hint :-( I can help. I do need the email with message id <004301c35090$80a278f0$c700a8c0@laptop> from your POP3 account. Create an bug report on htt://bugs.otrs.org/ add the email or bounce it to me. > Alex > ------------ > Antserver GbR > http://www.antserver.de -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.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

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OTRS with ActivePerl 5.8.0?
by Jonathan Cutting 23 Jul '03

23 Jul '03

Hi, Can anyone confirm that OTRS will work with ActivePerl 5.8.0 Build 8xx? Thanks, Jonathan ____________________ Jonathan Cutting Integrated Biosystems

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Having customers update their phone information
by Covert, Jake 23 Jul '03

23 Jul '03

As of 1.1.2, I added the phone information into our database and now require all new users to add that information. But we have about 500 users who we would like to have update their phone number. Is there any way I can add that field to their preferences page and make it editable by them? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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OTRS / Solaris 9
by Kieran Fulke - Sun Remote Monitoring Centre 23 Jul '03

23 Jul '03

Hi folks i'm trying to sun OTRS on a solaris 9 machine (sparc), even the main page wont come up to begin with: [Mon Jul 14 10:07:14 2003] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 62. commenting out the "ipc stuff" function that ends at line 62 in Log.pm allows me to log in as the default user, look around, but as soon as i try to make any changes, like adding a user, it hangs and eventually returns a timeout. any clues? regards.

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Recommendation for Apache2/mod_perl/Win2k?
by Jonathan Cutting 23 Jul '03

23 Jul '03

I have OTRS working OK on Windows 2000 with Apache 1.3.28, mod_perl 1.0, MySQL 4.0.12, and ActivePerl 5.6.1.635. I tried to get Apache 2.0.47 working (with mod_perl 1.0) to no avail. Does anyone have OTRS working with Apache2 on Win2k, or is this broken for now? Jonathan ____________________ Jonathan Cutting Integrated Biosystems

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Re: Internal Server Error: while adding a new user
by Jonathan Cutting 23 Jul '03

23 Jul '03

Updated - the problem is with the CheckMXRecord setting in Config.pm. Set it like this: $Self->{CheckMXRecord} = 0; and it works fine. Now I can add users and get on with the game! ================= I'm seeing the same exact problem as Imran Ali is observing below. I've been through the logfile fix already. I am using Windows 2000 with Apache 1.3.28, mod_perl 1.0, MySQL 4.0.12, and ActivePerl 5.6.1.635. It looks like everything works except for adding users. ============= Daniel & Peter, thanks to your post(s), the missing temp dir issue is resolved. though still my Apache starts with this error: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/cpan-lib/CGI.pm line 35. also the problem of adding a user is still thr. though the error.log now displays following errors once i try to add new user. [Tue Jul 22 14:53:19 2003] nul: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/Output/HTML/Admin.pm line 840. [Tue Jul 22 14:53:50 2003] [error] connection failed at d:/otrs/Kernel/System/CheckItem.pm line 68 i chacked both the files and the relevent lines (which are causing errors) but couldn't make out much. below are the trouble maker lines: Admin.pm line 840: $PrefItem{'Option'} = "<input type=\"text\" name=\"GenericTopic::$PrefKey\" ". "value=\"". $Self->Ascii2Html(Text => $Param {$PrefKey}) .'">'; CheckItem.pm line 68: if (Email::Valid->address( -address => $Param{Address},.... Regards Imran Ali ================================================================ You'll need to set the LogModule::LogFile directive to point to a valid directory. Something like: $Self->{'LogModule::LogFile'} = 'D:/temp/otrs.log'; Or whatever location is applicable to your situation. (See Kernel/Config/Defaults.pm for where to find these options). Daniel ____________________ Jonathan Cutting Integrated Biosystems email :: jcutting(a)integratedbio.com phone :: 707.226.9300 x282 fax :: 707.226.9303 addr :: 445 Devlin Rd., Napa, CA 94558

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