March 2004 - otrs - OTRS mailing lists

Problem about : making a new account
by "이정환" 20 Mar '04

20 Mar '04

Hi. All I just install the OTRS in my PC (Windows 2000) As soon as started all service, I try to add the new account. But there are some problems , like below... I thought the error must be result from bad installation. So I repeat the installation and unistallation. But It has no effect about problem. What's the problem ? And How can I solve this problem ? I really want progress the next step of Manual :-) Thank you for reading. Sincerely Your J.H Lee =============================================================================== Server error! The server encountered an internal error and was unable to complete your request. Error message: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 If you think this is a server error, please contact the webmaster. Error 500 localhost 2004-03-20 ¿ÀÈÄ 01:36:57 Apache/2.0.47 (Win32) mod_perl/1.99_10-dev Perl/v5.8.0 mod_ssl/2.0.47 OpenSSL/0.9.7b PHP/4.3.3 ====================================================================================

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Re: [otrs] Session expired, text lost
by Joseph Saracino 19 Mar '04

19 Mar '04

Another way to alleviate the problem of expiring sessions could be to add a "save as draft" button to the composition page. I know many of my support engineers have asked for this because some of the questions they work on can be very involved -- it would be nice to be able to save one's work part of the way through. Draft composition functionality would be (yet another) great feature to add :) $.02 ;) -- Joe Saracino Digidesign Engineering

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RE: [otrs] Session expired, text lost
by Covert, Jake 19 Mar '04

19 Mar '04

Oh! Oh! Me too! Jake Covert -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joseph Saracino Sent: Friday, March 19, 2004 3:00 PM To: otrs(a)otrs.org Subject: Re: [otrs] Session expired, text lost Another way to alleviate the problem of expiring sessions could be to add a "save as draft" button to the composition page. I know many of my support engineers have asked for this because some of the questions they work on can be very involved -- it would be nice to be able to save one's work part of the way through. Draft composition functionality would be (yet another) great feature to add :) $.02 ;) -- Joe Saracino Digidesign Engineering _______________________________________________ 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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Session expired, text lost
by Daniel Seifert 19 Mar '04

19 Mar '04

Hi, Ocassionally it happens that the OTRS login session expires while a support question is being answered. When clicking on "Send Mail", the mail is not sent but rather the login screen is presented. After logging in, the view is at the support ticket, but the written answer is lost for good. Using the back button of the browser to get back to the reply and copy it is an option, but not really a nice one. I am not sure whether I can improve the situation by modifying some config file, but don't think so. I'd be happy about any pointers on how to improve this situation (extended timeout?), as this is a problem that can really be annoying (like if one just put a LOT of thought into a reply ... ;-)) -- Daniel Seifert <dseifert(a)gmx.de>

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Re: [otrs] Problem with attachments
by Branko Zecevic 19 Mar '04

19 Mar '04

>On Thursday, March 11, 2004 2:16 PM >Branko Zecevic <branko.zecevic(a)pointer.hr> wrote: > We have encountered a problem after uploading attachments of "binary" > type (e.g. zip, exe). > > The attachments are visible in the respective folders > (i.e.C:/otrs/var/article), but are not of correct size, and > subsequently cannot be opened or executed correctly. >Are you able to open them via the web interface? The attached files are properly registered as attachments and can be selected in OTRS dialogs (e.g. History). Opening them results in the same error, as the associated program (e.g. Winzip for zip files) indicates the file is corrupt. As mentioned earlier, after upload the size of the file is incorrect (larger). We assume the files are stored in text format and not as "binary" files. >What does the log file say? Which log file should I examine ? Regards Branko Zecevic

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Junk queue deletion
by Stefan Testa 19 Mar '04

19 Mar '04

Hello, We currently get a lot of spam sent to our OTRS system so I have just been telling everyone to move it into the "junk" queue. How do I go about deleting all of this junk? If there is a better way to go about doing this, please let me know. Thanks! Stefan

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Limit Agent user registration
by Thomas Nilsen 19 Mar '04

19 Mar '04

Hope someone got a good solution for this. As we are using the same Active Directory LDAP tree to authenticate both agents and customers, any "customer" can register and log in to the agent front-end. They wouldn't be able to do much apart from registering new tickets, but it still is a feature we would like to disable for normal customers. How can I disable this feature, and only allow already "approved" users access. By "approved", I mean users which I manually add to the system_user table. It's not pretty, but it works for us. Regards, Thomas Nilsen Svg Support Tel: +47 55 59 95 05 - Mob: +47 916 98 229 DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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error Message: No StateID!!!, Message: Need TicketID!
by Tim Wunnink 19 Mar '04

19 Mar '04

Hello, I'm getting this error when i want to get a automatic reply. Any help would be appreciated. Greets Tim ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Mar 15 09:40:01 2004 Message: No StateID!!! Traceback (16725): Module: Kernel::System::Ticket::CreateTicketDB (v1.69) Line: 235 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 162 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: main::FetchMail (v1.11) Line: 169 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Mar 15 09:40:01 2004 Message: Need TicketID! Traceback (16725): Module: Kernel::System::Ticket::Article::CreateArticle (v1.49) Line: 47 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40) Line: 246 Module: main::FetchMail (v1.11) Line: 169 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 106

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Re: [otrs] 'PostMaster::PreFilterModule' problems
by Steven Shults 19 Mar '04

19 Mar '04

hi robert, below is the output of bin/PostMasterPOP3.pl -d2 followed by the logs from the AdminLog page. there are no logs at /var/log/otrs.log where i told installer.pl to write the logs to. otrs@linux:~> bin/PostMasterPOP3.pl -d2 Message 1/1 (tickets(a)mail.[removed].com) New Ticket created! TicketNumber: 1000011 TicketID: 12 Priority: 3 normal State: new CustomerID: no_such_user(a)aol.com CustomerUser: no_such_user(a)aol.com From: "fake aol test acct" <no_such_user(a)aol.com> ReplyTo: steven(a)[removed].org To: Tickets(a)[removed].com Subject: queue filter test weds #15 MessageID: <13584.64.94.116.190.1079570307.squirrel(a)webmail.[removed].com> Queue: Support Connection to mail.[removed].com closed. #### AdminLog entries for the above: Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 Fetched 1 email(s) from tickets(a)mail.[removed].com. Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 Fetched 1 email(s) from tickets(a)mail.[removed].com. Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 New Ticket [1000010] created (TicketID=11, ArticleID=33). Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 New Ticket [1000011] created (TicketID=12, ArticleID=34). Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 Sent email to 'steven(a)[removed].com, ' from 'OTRS Notification Master <otrs@[removed]>'. HistoryType => SendAgentNotification, Subject => [Ticket#: 1000010] New ticket notification! (queue filter test [...]) Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 Sent email to 'steven(a)[removed].com, ' from 'OTRS Notification Master <otrs@[removed]>'. HistoryType => SendAgentNotification, Subject => [Ticket#: 1000011] New ticket notification! (queue filter test [...]) Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 Sent auto response (SendAutoReply) for Ticket [1000010] (TicketID=11, ArticleID=35) to 'steven(a)[removed].org'. Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 Sent email to 'steven(a)[removed].org' from 'Trouble Ticket System <tickets(a)[removed].com>'. HistoryType => SendAutoReply, Subject => [Ticket#: 1000010] Trouble Ticket Opened (RE: queue filter test we [...]) Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 Sent auto response (SendAutoReply) for Ticket [1000011] (TicketID=12, ArticleID=36) to 'steven(a)[removed].org'. Wed Mar 17 16:38:02 2004 notice OTRS-PM3-10 Sent email to 'steven(a)[removed].org' from 'Trouble Ticket System <tickets(a)[removed].com>'. HistoryType => SendAutoReply, Subject => [Ticket#: 1000011] Trouble Ticket Opened (RE: queue filter test we [...]) to me it looks like otrs isn't even seeing the changes in Config.pm Is there anything i need to do after editing Config.pm for the changes to take effect? I've tried 'rcotrs restart' to no avail. tia, ~Steven In reply to: Ok, then post some portions of your log file. Regards, Robert Kehl hi robert, below is the output from 'bin/PostMasterPOP3.pl -d2' and below that are the log entries from the AdminLog page. -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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ResponseFormat problem
by Steven Shults 19 Mar '04

19 Mar '04

hi, I've got this in my Kernel/Config.pm [...] $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; [...] yet when i click on a 'Compose Answer (email):' link the data is still presented in this format: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} $Data{"StdResponse"} $Data{"Signature"} '; This remains true after refreshing from server to insure that I'm not loading the zoom view from hard drive cache. My Kernel/ModulesAgentCompose.pm version is AgentCompose.pm,v 1.58 My Kernel/Config.pm version is Config.pm.dist,v 1.9 Any ideas what i might be doing wrong or how i can get the change to take effect? Thanks, ~Steven

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