August 2003 - otrs - OTRS mailing lists

Change standard Reply Form
by Wilhelm Farrugia 27 Aug '03

27 Aug '03

Dear all, We would like to place the question of the client after the salutaion, how can this be done ? Thanks, Regards, Wilhelm Farrugia

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Invalid argument at <PATH>/Kernel/System/Log.pm line 132.
by Phillip Baker 27 Aug '03

27 Aug '03

Hi, I've been trying to install the latest version of OTRS on my Debian (stable) system and I appear to have hit a showstopper. I've managed to tinker with it to get the installer working, and it's all configured and appears to be working fine, but as soon as you try to login on the login page with the default root details you get hit with an Error 500 and apache drops the following to the error log: Invalid argument at /<my path>/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 132. I've looked but I'm afraid my Perl isn't advanced enough to see whats causing the problem - the -> way of doing things just makes me go crosseyed as it is. I've checked the syntax of index.pl, and it's not reporting any errors, and I'm pretty sure all the required perl modules are installed - AND I've dug around on the archives but not found anything relevant. For easy reference, the block of code around line 132 is: # -- # write shm cache log # -- if ($Priority !~ /debug/i && $Self->{IPC}) { $Priority = lc($Priority); my $Data = localtime().";;$Priority;;$Self->{LogPrefix};;$Subroutine2;;$Line1;;$Message ;;\n"; my $String = $Self->GetLog(); shmwrite($Self->{Key}, $Data.$String, 0, $Self->{IPCSize}) || die $!; } Line 132 is the last line before the closing brace. Any thoughts on what could be causing this? What exactly is this block of code trying to do (this may help me troubleshoot the issue by myself)? Regards, Phil

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how to set the 'sender' on mails from OTRS (to avoid 'on behalf of')
by Ben Gladstone 27 Aug '03

27 Aug '03

hi - can anyone help me control the sender/from infomration on mail sent by otrs? recipients are seeing mails arrive from (as seen in MS Outlook): 'OTRS [otrs(a)server.mydomain.com] on behalf of My Company [info(a)mydomain.com]' In the mail header, there is From: My Company <info(a)mydomain.com> Sender: OTRS <otrs(a)server.mydomain.com> i want to remove the 'OTRS [otrs(a)server.mydomain.com] on behalf of' bit - ie set the sender as 'My Company <info(a)mydomain.com>' any ideas? i've searched config.pm and much else... i'm using otrs 1.1.3 on debian with exim as the mailer. thanks ben

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Add a new field to Customer User Backend
by Rene.Fertig＠cne.de 27 Aug '03

27 Aug '03

Hi. I just added a field 'phone' to the database table customer_user and to the customer user backend (Kernel/Config/Default.pm) as described in the documentation (10.2.1. at the 1.1-manual). Unfortunately no new field appears at the page 'Customer User' on the admin area. Did I missed something? Regards, René

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Qmail with OTRS
by Taki Shirayanagi 27 Aug '03

27 Aug '03

Hello, When trying to send an email to the email account I setup for OTRS I get this error Aug 23 22:33:57 copper qmail: 1061703237.785080 delivery 43619: deferral: Use_of_uninitialized_value_at_/usr/local/www/data-dist/otrs/Kernel/System/Ti cket/Number/DateChecksum.pm_line_53./Invalid_conversion_in_sprintf:_"_v"_at_ /usr/local/www/data-dist/otrs/Kernel/System/Log.pm_line_97./ERROR:_OTRS-PM-1 0_Perl:__vd_OS:_freebsd_Time:_Sat_Aug_23_22:33:57_2003//_Message:_Can't_writ e_/usr/local/www/data/otrs/var/log/TicketCounter.log:_Permission_denied//_Tr aceback_(89699):_/___Module:_Kernel::System::Ticket::Number::DateChecksum::C reateTicketNr_(v1.8.2.1)_Line:_85/___Module:_Kernel::System::PostMaster::New Ticket::Run_(v1.38.2.1)_Line:_80/___Module:_Kernel::System::PostMaster::Run_ (v1.31.2.3)_Line:_209/___Module:_/usr/local/www/data/otrs/bin/PostMaster.pl_ (v1.13.2.2)_Line:_99//Can't_write_/usr/local/www/data/otrs/var/log/TicketCou nter.log:__at Aug 23 22:33:57 copper qmail: 1061703237.785080+_/usr/local/www/data-dist/otrs/Kernel/System/Ticket/Number /DateChecksum.pm_line_89./ Any ideas why? thanks, Taki

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$Self->{FQDN}
by Jorge Becerra 27 Aug '03

27 Aug '03

Hi, I am using OTRS on a host where we have virtual domains for email and hosting. The config file specify only one var for both of them, i want to make the difference between email and hosting and not to use the same $Self->{FQDN} for both, the email and the link to the ticket. I don´t what to use the same. For example: email: otrs(a)someplace.com link: http://www.otherplace.com/otrs/index.pl?Action=AgentZoom&TicketID=1234 Is there any way to do that? Jorge

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Thank You Martin
by boris＠namebay.com 27 Aug '03

27 Aug '03

All your answer was correct except the javascript. The text now show up : "interface d/'administration" To answer you : why we want people in RO able to see ticket ? its only because some peoples may just be abilitate to reassign ticket to another people without have the right to answer to it. Of course they can assign the ticket to themself but in them we trust ;o) By the way how can i make a followup to the Archive ? -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

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Suse8.2+OTRS
by Karb, Eduard 27 Aug '03

27 Aug '03

Hi Guys, 1) i've installed OTRS on a Suse 8.2-System. And it runs. But: How do i start a cron job for pop3-email-fetching? If i run "perl PostMasterPOP3.pl" - it works and i have emails in the OTRS-Queue. If i run "cron otrs", an error message appears: >>cron: can't lock /var/run/cron.pid, otherpid may be 612: Resource temporarily unavailable<< What have i done wrong? 2) If i try to send an email, it takes 5-10 secs to get sent it. Why? The Config.pm contains the following matter: $Self->{SendmailModule} = 'Kernel::System::Email::SMTP';<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> $Self->{SendmailModule::Host} = 'srv-exchange2k'; $Self->{SendmailModule::AuthUser} = 'otrs'; $Self->{SendmailModule::AuthPassword} = 'password'; (it is an exchange-server) merci!

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Extend escalation over weekend
by Daniel Seifert 27 Aug '03

27 Aug '03

Hi, I have set the queues to an escalation time of 48 hours (unlocked after 24). As there usually is nobody around in the office during the weekend, I am afraid that first thing on each Monday the system is locked up with escalated tickets. From what I read OTRS does not support time-based escalation. What I thought of next was using the GenericAgent.pl and to have it run on Friday evening and to change escalation times to Monday. Unfortunately the documentation of GenericAgent.pm is quite limited to a few examples and I hope that it allows to do more than just move, close and delete tickets. Does anybody know if it is possible to retrieve the escalation times of open tickets in an easy fashion and to extend it? TIA for your answers. With best regards / Mit freundlichen Grüßen Daniel Seifert

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procmail does not check messages
by Kreibaum, Uwe 27 Aug '03

27 Aug '03

Hello, I've been trying to set our .procmailrc to dump the virus warnings... Messages are marked with "Virus found:" in the subject, which should be caught by the following lines in .procmailrc: # -- # presort mails with Virus warning to queue delete # -- :0 fhw : * ^Subject:.*Virus | formail -I "X-OTRS-Queue: delete" But it never happens... all messages are send to the RAW queue, which is the way the POP3 account is configured. I thought that procmail inserts the queue header and otrs should then puts the message into the correct queue? Do I have to do something special with our setup to enable procmail for POP3-Accounts?!? Uwe -- Dr. Uwe Kreibaum PGP-Fingerprint:BCAE E22F 25CB CCD5 09A7 C541 D335 F523 541F 8EA3 Lotterie-Treuhandgesellschaft mbH Hessen, Tel.: +49 611 3612-0 FAX: +49 611 3612-356

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