July 2003 - otrs - OTRS mailing lists

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

23 Jul '03

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

2 1

Spams, pubs in tickets
by Jerome Le Montreer(lx-prv) 23 Jul '03

23 Jul '03

Hi everybody Just a suggestion: as i have not still beeing used spammassasin, i have a lot of junked mails wich html tags calling external servers , as soon as the ticket are displaied in the queue page. Could it be possible to invalidate these calls (img, js ...) as they do in squirrelmail ? Thank you for your nice job Jerome

2 1

Re: Internal Server Error: while adding a new user
by Jonathan Cutting 22 Jul '03

22 Jul '03

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

1 0

RE: [otrs] Internal Server Error: while adding a new user
by Imran Ali 22 Jul '03

22 Jul '03

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

1 0

change the number of a incoming ticket
by web4.hm - Peter Padberg 22 Jul '03

22 Jul '03

Hi folks! Perhaps my question was answered thousand of times, but I could not found any help in the mailinglist archiv or in the documentation. I have the following situation: 2 customers are answering me into my otrs-pop3-emailaccount from 2 diffrent emailadresses. So, when I have a "new" incoming message (ticket), I have everytime a new ticket for 1 and the same problem. I only want have 1 ticketnumber, but otrs gave for every new incoming message a new ticketnumber automaticly. Can I manually edit ticketnumbers to add it to a existing ticket? Or I am able disable to assign ticketnumber to new incoming messages automaticly? Did anybody understand what I mean? ;) Viele Gruesse, Peter. -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________

2 2

newbie: viewing tickets, time accounting
by Ortner, Uwe 22 Jul '03

22 Jul '03

Hello, I#m new to the list, can someone please explain me, how to view all tickets (locked/unlocked, closed/open etc.) for a certain queue and how to unlock tickets if you are not the owner? How can I see, how much time has been spent (date range) on tickets (queue/subqueue, agent etc.) ? Thanks Uwe

3 3

RE: [otrs] Internal Server Error: while adding a new user
by Daniel Palmer 22 Jul '03

22 Jul '03

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 -----Original Message----- From: Imran Ali [mailto:iali@netxs.com.pk] Sent: Tuesday, July 22, 2003 7:15 PM To: otrs(a)otrs.org Subject: Re: [otrs] Internal Server Error: while adding a new user Importance: High Hi Peter, Thanks for replying. i checked the log as you asked. here are the excerpts from Apache's error.log file. these errors were logged right from the start of Apache server till i tried to add a new User into the system. ================Error.log=========================== Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/cpan-lib/CGI.pm line 35. >> Can't write /tmp/otrs.log: No such file or directory << >> Can't write /tmp/otrs.log: No such file or directory << >> Can't write /tmp/otrs.log: No such file or directory << [Tue Jul 22 14:13:03 2003] nul: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/Output/HTML/Admin.pm line 840. [Tue Jul 22 14:14:24 2003] [error] connection failed at d:/otrs/Kernel/System/CheckItem.pm line 68 ================Error.log (End)=========================== =========================================== Hi Imran! > More information about this error may be available in the server error > log. And did you look in the serverlog? Gruss, Peter. _______________________________________________ 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

Re: [otrs] Internal Server Error: while adding a new user
by Imran Ali 22 Jul '03

22 Jul '03

Hi Peter, Thanks for replying. i checked the log as you asked. here are the excerpts from Apache's error.log file. these errors were logged right from the start of Apache server till i tried to add a new User into the system. ================Error.log=========================== Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/cpan-lib/CGI.pm line 35. >> Can't write /tmp/otrs.log: No such file or directory << >> Can't write /tmp/otrs.log: No such file or directory << >> Can't write /tmp/otrs.log: No such file or directory << [Tue Jul 22 14:13:03 2003] nul: Use of uninitialized value in concatenation (.) or string at d:/otrs/Kernel/Output/HTML/Admin.pm line 840. [Tue Jul 22 14:14:24 2003] [error] connection failed at d:/otrs/Kernel/System/CheckItem.pm line 68 ================Error.log (End)=========================== =========================================== Hi Imran! > More information about this error may be available in the server error > log. And did you look in the serverlog? Gruss, Peter.

2 1

Updating customer info in database
by Ortner, Uwe 22 Jul '03

22 Jul '03

Hello, is there a quick way to update the customer database? When creating a new phone ticket, I put in the customer email address, how can this information easily added to the database? uwe

2 1

Internal Server Error: while adding a new user
by Imran Ali 22 Jul '03

22 Jul '03

hi, just configured OTRS, and logged in from Admin filled the form to add a new user. which on submit gave the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, FK(a)netxs.com and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. any help will be greatly appriciated Regards Imran -------------------------------------------------------------------------- ------ Apache/1.3.28 Server at localhost Port 8081

3 2