February 2004 - otrs - OTRS mailing lists

How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

4 3

CMD in generic agent / run external applications
by Michael Puetz 11 Mar '04

11 Mar '04

Hallo Guys! I like OTRS but i am no PERL guru. I have a special Queue called DELETE_USER I have a external application which needs the Customer Emailaddres of each user in that queue as parameter. The GenericAgent only allows TicketID and TickerNumer as parameter for the CMD attribute. Not Priority 1 but it would be nice to attach the Application Response / Output to the ticket. :-) So what to do to get this thing running? Really interested in any draft and help Michael

2 1

Permissions Issue with TicketCounter.log
by L. Mark Stone 08 Mar '04

08 Mar '04

Running the latest GA release on SuSE 9.0. Today we went to create a new ticket by using the "Compose Email" button from within OTRS, and we got an error "Can't write /opt/otrs/var/log/TicketCounter.log: Permission denied". We ran the SetPermissions script but this did not resolve the error. Looking at the TicketCounter.log file, we saw the owner was set to otrs and the group to nobody. We changed this to wwwrun and www, respectively, and the problem went away. I also noticed that postmaster.pl seemed to have stopped running, so we did an rcotrs --restart-force and now all seems well (for the past five minutes, at least!) Two questions: 1. What should the permissions on this log file be? 2. Any recommended "best practices" for monitoring OTRS via Nagios? Thanks! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.com

2 3

Re: [otrs] "You have X new message(s)!" makes me silly
by Robert L Mathews 08 Mar '04

08 Mar '04

At 2/27/04 1:49 AM, Armin.Wies(a)mscsoftware.com wrote: >But I have a lot of problems with the "new" tickets reminder, the number >of "new" tickets IMHO is pure fantasy. Currently it says that I have two >new tickets. When I click on this line, I can see no new tickets (no >tickets at all). If I use the utilities and search for "new" tickets there >are none. Are you sure that page isn't just cached in your browser? I have this problem using the Safari browser (which has some caching bugs; it's not an OTRS problem). Shift-Reload fixes it. Check the time displayed in the top-right of the page to make sure your browser has a current copy of the page. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

4 4

Re: [otrs] Creating a postgres database
by henry＠metroweb.co.za 29 Feb '04

29 Feb '04

> > On Friday, February 27, 2004, at 05:01 AM, henry(a)metroweb.co.za wrote: > >> >> once the DB is created, login with user postgres and execute: >> >> grant all on database otrs to otrs; >> >> > Thanks for the tip. I tried this command but its a postgres 7.3 > command, not a 7.2 command > how about: grant all on otrs to otrs; I'm not sure what the behaviour of 7.2 is, but I tested the situation with 7.4 and it allowed user otrs to create tables, etc. ie, default permission was open for the newly created 'otrs' db. Is upgrading to 7.4.x out of the question? -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

2 1

sorting incoming emails in subqueues
by Roman Pertl 29 Feb '04

29 Feb '04

Hello everybody! I'm currently setting up my first OTRS-System and I tried to sort the incoming e-mails in subqueues, but it doesn't work e.g. :0 fhw : * TO:.*examples@example.at | formail -I "X-OTRS-Queue: example" It works, if example is a main-queue, but when I make it a sub-queue of e.g. example1 it doesn't work anymore. Thank you for your help in advanced! Best regards Roman Pertl

2 2

FAQ search does not return anything
by Brice Levy 28 Feb '04

28 Feb '04

Hi, I'm trying to have FAQ work on our system. Creating, editing, deleting articles is ok, but the search function does not return any result. I have only the Welcome article that is present at OTRS install. Doing a blank search (no fulltext, keywords, category or language selected) gives nothing, while it gives result on the online demo system. non-blank searches do not work any better. I have updated Kernel/Modules/FAQ*, Kernel/Output/HTML/FAQ.pm and Kernel/Output/HTML/Standard/FAQ* from cvs, but it did not help. I could not spot anything in the documentation about the FAQ system, I might have missed it, so any help or pointer would be appreciated. Brice

2 3

sending emails without a local Mail Server
by Andreas Bublitz 27 Feb '04

27 Feb '04

Hey, I solved the problem. Even though Mercury only allows relaying if you have the right credentials, it works if I leave user and pass blank. If I put in the right data, i get the error: smtp authentication failed. Gosh, these computers just drive me mad. > To enable debugging output, set $Self->{Debug} to something higher than > 1. You may enable debugging ouput in your Config.pm or just restrict it > to a single module by editing the sources directly. Take care when doing > so. > Use this command to find all possible locations to set the Debug value: > egrep -nr '\$Self->{Debug} = .;' /opt/otrs > You will find a comment explaining the different debug values possible, > but you may safely use value 9 to always spit out the maximum info > available. I enabled Debug in my Config.pm file, but it still get the same output. Strange. Have a nice day, Andi Bublitz

2 1

LDAP and Customer Info
by Ronnie Moller 27 Feb '04

27 Feb '04

Hello: I am using LDAP for the customer queue. I can successfully search for a customer, and create a phone call /new ticket. Once it is created, I then open the ticket, and zoom. The customerID is set properly to the "Email", but Customer Info says "None". I have searched all of the archives, and see nothing about this. Any Ideas would be appreciated. Ronnie F. Moller, Jr. LAN\WAN Security Consultant RedBaron Consulting, LLC Ronnie a*t redbaron D*o*t bz Confidentiality: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Thank you.

2 1

problems with receiving emails
by Andreas Bublitz 27 Feb '04

27 Feb '04

> What do Mercury's and OTRS' logs say? > > Regards, > > Robert Kehl Hey there, that is OTRS' log: [Fri Feb 27 10:06:13 2004][Error][Kernel::System::Ticket::State::StateLookup][74] No StateID for new found! [Fri Feb 27 10:06:13 2004][Error][Kernel::System::Ticket::CreateTicketDB][189] No StateID!!! [Fri Feb 27 10:06:13 2004][Error][Kernel::System::Ticket::Article::CreateArticle][47] Need TicketID! [Fri Feb 27 10:06:13 2004][Error][Kernel::System::Ticket::SetCustomerData][524] Need TicketID! [Fri Feb 27 10:06:13 2004][Error][Kernel::System::Ticket::State::SetState][131] Need TicketID! [Fri Feb 27 10:06:13 2004][Error][Kernel::System::PostMaster::NewTicket::Run][237] Can't process email with MessageID <<403F0816.E1915121(a)genese.de>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! [Fri Feb 27 10:06:13 2004][Notice][main::FetchMail] Fetched 1 email(s) from support2(a)192.168.201.1. I don't know what Mercury has to do with it. The Mercury that comes with OTRS does only send emails. The Mercury that is running in our local network is sending the emails correctly. I don't think that you meant our local email server, but just in case that I am wrong here is the log: T 20040227 100232 403395b9 Connection from 192.168.201.155 T 20040227 100232 403395b9 EHLO genese.de T 20040227 100232 403395b9 AUTH LOGIN YWJ1YmxpdHo= T 20040227 100232 403395b9 MAIL FROM:<abublitz(a)genese.de> T 20040227 100232 403395b9 RCPT TO:<support(a)genese.de> T 20040227 100232 403395b9 DATA - 13 lines, 342 bytes. T 20040227 100232 403395b9 QUIT T 20040227 100232 403395b9 Connection closed with 192.168.201.155, 0 sec. elapsed. Thanks so much for the help, Andi Bublitz

1 0