May 2004 - otrs - OTRS mailing lists

RE: [otrs] How to enable debug mode.
by Covert, Jake 08 May '04

08 May '04

It's always the little things. The NIS master where our mail server is located had a full root disk. Would not accept any more incoming mail from our request system. Duh!... :-) Martin Edenhofer wrote: > Hi Jake, > > this means the debug of the Net::SMTP module: > > [Kernel/System/Email/SMTP.pm] > $Self->{SMTPDebug} = 0; # shown on STDERR [...] > > -Martin > > On Fri, May 07, 2004 at 10:03:47AM -0400, Covert, Jake wrote: >> I recently started getting an error when trying to send outgoing >> messages. My question is this: How do I enabel debug mode? >> >> <snip> >> Error: Can't use from: request(a)psic.gm.com! Enable debug for more >> info! Comment: Please contact the admin. >> Bug Report: >> Traceback: ERROR: OTRS-CGI-13 Perl: 5.6.1 OS: MSWin32 Time: Fri May >> 7 09:39:39 2004 >> >> Message: Can't use from: request(a)psic.gm.com! Enable debug for more >> info! >> >> Traceback (1064): >> Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 118 >> Module: Kernel::System::Email::Send (v1.3) Line: 108 >> Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) >> Line: 185 Module: Kernel::Modules::AgentCompose::SendEmail >> (v1.58.2.1) Line: 376 Module: Kernel::Modules::AgentCompose::Run >> (v1.58.2.1) Line: 78 Module: >> Apache::ROOT::otrs::index_2epl::handler (v1.66) Line: 687 Module: >> (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) >> Line: 149 </snip> >> >> >> <log file snip> >> [Fri May 7 09:38:43 >> 2004][Error][Kernel::System::Email::SMTP::Send][118] >> Can't use from: request(a)psic.gm.com! Enable debug for more info! >> [Fri May 7 09:38:47 >> 2004][Error][Kernel::System::Email::SMTP::Send][118] >> Can't use from: request(a)psic.gm.com! Enable debug for more info! >> [Fri May 7 09:39:39 >> 2004][Error][Kernel::System::Email::SMTP::Send][118] >> Can't use from: request(a)psic.gm.com! Enable debug for </log file >> snip> >> >> >> ********************************* >> Jake Covert >> Infrastructure Analyst >> Electronic Data Systems >> PSIC Support Group >> (586) 986-9698 Work >> (586) 518-3859 Pager >> http://www.eds.com <http://www.eds.com> >> ********************************* > _______________________________________________ > 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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Suse setup questions
by Tyler Hepworth 08 May '04

08 May '04

I setup OTRS via rpm on Suse. It works wonderfully. But, I have a few questions about certain aspects of it. I noticed that the setup created a system account for the user "otrs". What is the default password for this account? Does the OTRS software depend on this user account and password, or can I change the password to something else? Also, how do I restart the cron service found at /opt/otrs/bin/Cron.sh? When I try to restart it via my regular user account, I get the following message: "No cronjobs in /home/tylerh/var/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system (e. g. /opt/otrs)." If I try to run it as root, I get the following: "Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} OTRS_USER'!" So, I type "Cron.sh restart OTRS" and still get the same message. Can someone please explain what I need to do to manage my cron? Thanks, Tyler

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RE: [otrs] Letting customers choose a FreeText option when they c reatea ti cket
by Covert, Jake 08 May '04

08 May '04

Didn't quite fix it. Here is the portion of my CustomerMessageNew.dtl: ======================== <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="QueueID" value="$Data{"QueueID"}"> <input type="hidden" name="TicketID" value="$Data{"TicketID"}"> <input type="hidden" name="NextScreen" value="$Data{"NextScreen"}"> <input type="hidden" name="Action" value=="$Data{"AgentFreeText"}"> <table border="0"> <tr> <td>$Text{"To"}:</td><td>$Data{"ToStrg"}</td> </tr> <tr> <td>$Data{"TicketFreeKeyField1"}:</td><td>$Data{"TicketFreeTextField1"}</td> </tr> <tr> <td>$Text{"Subject"}:</td><td><input type="text" name="Subject" value="" size="60"></td> </tr> <tr> ======================== And I fixed the typo in my config. But the "TicketFreeTextField1" drop down list still doesn't appear. Any more ideas? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Monday, March 29, 2004 8:57 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Letting customers choose a FreeText option when they createa ti cket On Sunday, March 28, 2004 8:56 PM Covert, Jake <jake.covert(a)eds.com> wrote: >> choosing for the customer. Config.pm section below: >> 'Focus Area' => 'Department', 'Department' => 'Department', >> Now I'm trying to get this option to show up and be required when a >> customer creates a new ticket. I opened up CustomerMessageNew.dtl <tr> <td>$Data{"TicketFreeKeyField1"}:</td> <td>$Data{"TicketFreeTextField1"}</td> </tr> hth, Robert Kehl -- ((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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Where can I get Win32 Source Files
by Tyler Hepworth 08 May '04

08 May '04

Where can I get the source files for the Win32 distribtion? Currently I only have a Win32 executable that contains lots of additional apps besides the OTRS files. I would like to get just the OTRS files. Thanks, Tyler Hepworth

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Take user Slow response
by Svein A Holmboe 08 May '04

08 May '04

Hello I've got a problem, when entering a new phone view - The "Take user" option after selecting user, takes up to 20 sec. before it's activated. The same goes for the "to" field. Also when pressing "Create" it takes much longer time than it did before. I've got about 20 customer registered Running on 2Ghz, 256Mb 40gb winXP What could be wrong? Svein

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Suppress Auto-Reply on a per-ticket basis
by Tyler Hepworth 08 May '04

08 May '04

I have Auto-Reply enabled, but I would like to set it so there is an option to not send out an email if the initial ticket is created by an agent. Currently, if the agent takes a phone call and creates a ticket, it sends out an email to the user. Generally, this is okay, but there are times when I would like to supress this behavior. Is it possible? Thanks, Tyler Hepworth

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merge?
by Mercator GmbH 08 May '04

08 May '04

Hi, I know there is a function to split tickets, but is there also a way to "merge" tickets? The function "link" is not very helpful, I think. It does NOT actually link (in the meaning of merge), but only indicate the other ticket numbers. It would be nice if there would be a function to merge tickets so that I can see all messages from one customer (with different ticket numbers) in one ticket together! Thanks, Marc

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Login not possible: crypt() on BSD systems
by Jan Herbst 08 May '04

08 May '04

Hallo! I have installed OTRS 1.2.3 from the sources. No Problems: jan@heli:/# perl -cw /usr/local/otrs/bin/cgi-bin/index.pl /usr/local/otrs/bin/cgi-bin/index.pl syntax OK jan@heli:/# perl -cw /usr/local/otrs/bin/PostMaster.pl /usr/local/otrs/bin/PostMaster.pl syntax OK But after inserting the initial SQL data, i can't login with the login combination (root@localhost, root) given in the documentation. I found the following errors in /var/log/messages: Apr 20 09:31:18 heli OTRS-CGI-10[2539]: [Notice][Kernel::System::Auth::DB::Auth] The crypt() of your mod_perl(2) is not working correctly! Update mod_perl! Apr 20 09:31:18 heli OTRS-CGI-10[2539]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost with wrong Pw!!! (REMOTE_ADDR: 192.168.100.10) I'm not using mod_perl. I assume, the problem is the crypt() function. A test does not return the encrypted password as given in the documentation. jan@heli:/# perl -e 'print crypt("root", "root@localhost") . "\n"' $2a$04$root..................QHSCVtcO1oNz6sch8SNzSuYTbSVQtwK How could i configure OTRS tu work with this version of crypt()? I found out, that there is a test for bug inside RedHat8, where the the encrypted password is compared with a given one. I changed (crypt('root', 'root@localhost') eq 'roK20XGbWEsSM')) to (crypt('root', 'root@localhost') eq 'QHSCVtcO1oNz6sch8SNzSuYTbSVQtwK')) inside Kernel/System/User.pm, Kernel/System/CustomerAuth/DB.pm, Kernel/System/CustomerUser/DB.pm and Kernel/System/Auth/DB.pm. I changed the password for root@localhost inside the database to. But it didn't work. I got the same error message as mentioned above. Could anyone help me please? With kind regards Jan -- NEU : GMX Internet.FreeDSL Ab sofort DSL-Tarif ohne Grundgeb�hr: http://www.gmx.net/dsl

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Modifying FAQ fields
by Tyler Hepworth 08 May '04

08 May '04

I would like to create a category of FAQs that contain configuration instructions for setting up various services. Of course, these type of FAQs are not symptom, problem, solution kind of problems. They are more like a howto. What I would like to know is how can I create an FAQ form for the configuration category that just contains a single field for writing the instructions. (But I still want to keep the symptom, problem, solution FAQs for other categories). Thanks, Tyler Hepworth

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Closed ticket notification only: it's possible?
by Simone Balboni 08 May '04

08 May '04

Hi, I would like to send closed ticket notification WITHOUT sending all ticket status change notifications. I looked up on the list to find solutions about that, but found only confirmation to the fact that it is only possible to send notifications for all ticket state change, without distintions. Has anyone solved this problem? It's possible to put an "if" in Kernel/Config.pm to allow the notification only in case of Ticket State Change TO "Close"? Thanks in advance, Simone -- Simone Balboni, Ph.D. Centro Servizi Informatici di Ateneo Alma Mater Studiorum - Universita' di Bologna V.le Filopanti, 3 - 40126 Bologna (Italy) Phone: + 39 051 2095924 - Fax: + 39 051 2095918 e-mail: simone.balboni(a)unibo.it

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