March 2004 - otrs - OTRS mailing lists

RE: [otrs] Invalid SessionID
by TK 11 Mar '04

11 Mar '04

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Robert Kehl > Sent: Friday, March 05, 2004 2:03 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Invalid SessionID > > > On Friday, March 05, 2004 10:02 AM > TK <TK(a)de-facto.de> wrote: > > when I login with a customer on machine A and want to create a new > > ticket, I get an "Invalid SessionID"-error. When I login with the > > same customer on machine B, everything is fine. > > Does anyone know what's the problem? Do I have to set special > > preferences in the browser? > > I think cookies are allowed, otherwise the login should fail, too. > > > A session is bound to the machine it was issued to. Therefore you get > the above error when trying to use a session from another computer - > it's normal. > > hth, > > Robert Kehl > Hi, I do not use the same session! I only login with the same Customer-Data (Username, Password) on different Machines. Login is successful on both machines. But when I want to submit a new ticket, on one machine I get the "Invalid SessionID"-Error. Thanks Tobias > -- > ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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User Admin vs Ldap
by Leonardo Amezquita 11 Mar '04

11 Mar '04

Hi list go the great; The problem that, i have is that when i login to how user admin i see it messages Can't activate user. and can't work, to review the logs of apache i see this messages ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Fri Mar 5 11:04:46 2004 Message: Can't create user 'juan (uid=juan,cn=admin,ou=ubiquando,dc=prueba,dc=com)' in RDBMS! Traceback (2545): Module: Kernel::System::User::SyncLDAP2Database (v1.39) Line: 496 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 198 Module: (eval) (v1.66) Line: 187 Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 i hope that you can help me Thanks you Bye

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How to handle too large attachments?
by Joseph Saracino 11 Mar '04

11 Mar '04

Hello OTRS'ers, We were wondering what the right strategy is to handle excessively large attachments sent to the system (we've just gotten past the max_allowed_packet MySQL issue ; ). A couple of questions come up: 1. Does the system "auto-bounce" messages that are too large so the Customer knows we couldn't receive it? (Our current testing suggests this isn't the case). 2. Assuming the answer to the previous question is no, would the right way to handle this be at the mailserver? That is, should we configure the incoming POP3 mailserver to reject anything greater than $MaxFileUpload (so the system effectively never sees it)? 3. Is there another solution people are using to make sure Customers know their large email attachment wasn't received? Thanks for your help : ) -- Joe

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Queue of user
by Leonardo Amezquita 10 Mar '04

10 Mar '04

Hi list The interfaz of user to autenticate vs ldap but when the user to intro can't see the Queue. i hope that you can help me thanks you

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How to "un-close" a ticket?
by Wes Plate 09 Mar '04

09 Mar '04

I have a ticket that is closed, how can I open it without replying to the customer? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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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

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Newbie questions
by Chris Blaszczyk 08 Mar '04

08 Mar '04

I am currently testing the latest Win32 package with good success. I am evaluating the product as the current package we use (HEAT w/Access DB) is not servicing our needs. A few quick questions. Can we setup technicians with multiple e-mail addresses. We would like to be able to send a notice to the technician's standard e-mail and also a pager that uses an e-mail address. I have setup OTRS with the customer info being pulled via LDAP from Exchange 5.5. I have successfully been able to add Office location from the LDAP to the user ticket (excellent instructions in the manual) Can that office location be added to the e-mail that is sent notifying the technicians that a new ticket has been placed in their queue? Any info would be appreciated. Thanks

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Consultant to upgrade us (1.13 to 1.2.2)?
by Wes Plate 08 Mar '04

08 Mar '04

We would like to upgrade our OTRS system to 1.2.2 and we don't have time to deal with it. We're looking for bids from consultants who can work with us to upgrade our system for us. OTRS is installed on a G3 Powerbook running Yellow Dog Linux 3.0. Thank you. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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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

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a newbie question about reporting
by Paul Stigaard 08 Mar '04

08 Mar '04

Hello all, I'm a recently hired analyst/techie at a high-speed production environment, where some time ago they set up an extra box with RedHat, Apache, PHP, MySQL and OTRS (1.1.1) to track their customer contacts, but haven't done anything with it. I now have the task of getting it running for real. I have previous experience with all of the software I listed, except OTRS, and I've been reading up on that and poking at the install I've been given. However, I've yet to find a shred of information about one of the basic functions that this company needs out of such a system: reporting how many of each category of issue is handled weekly, monthly and so on. It seems like it should be straight-forward enough to generate a report based on what response or category was chosen to associate with each ticket, and how many tickets received any particular response within a given time period. However, the only statistics generated that I can find are for agent performance, not the issues themselves. Is this something that is addressed in OTRS 1.2? Is there maybe a different piece of software that others use for this functionality, that can generate information based on what's in the database? Am I just not seeing something right in front of me? many thanks, Paul -- Paul Stigaard Operations Analyst Retail Lockbox, Inc.

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