May 2004 - otrs - OTRS mailing lists

GD libraries - Mac OS X install?
by Juan Gonzalez 08 May '04

08 May '04

Hi, I have OTRS installed and finishing up the setup to do a test with live customer care emails tomorrow. I have verified that the necessary GD libraries are installed by using the checkmodule script. If I click on Stats, it only shows a breakdown of ticket numbers but NO graphs. Has anyone out there run into a similar problem? System is an Apple Xserve running OS X Server 10.2.8. Thanks

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multiple LDAP servers
by Mark Menke 08 May '04

08 May '04

Let's pretend you work for a company that has two independent LDAP implementations. I need to query 2 different LDAP hosts, using two different BASE DN's, and two different SearchUserDN's. Somehow, the two groups manage to keep their uid's unique. Any good ideas? Thanks -Mark

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Admin have no admin rights
by Hans du Plooy 08 May '04

08 May '04

Hi all, I've installed OTRS on SUSE 9.0 Pro, and updated with the rpm from the www.orts.org (1.2.3). After updating, logging in as root@localhost, I no longer have the "stats" and "admin area" buttons. Instead there is a line saying "Don't work with UserID 1 (System account)! Create new users!" and if I click on it, I get a response " No Permission! Message: You have to be in the a permitted group!" Can anyone tell me what might be causing this problem and how to resolve it? On another machine with SUSE 9.0 Pro and otrs-1.2.3, I don't have this problem Thank you -- Kind regards Hans du Plooy Newington Consulting Services hansdp at newingtoncs dot co dot za

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Admin has only user priveleges???
by Nic Laschinger 08 May '04

08 May '04

Hi all, I have just set up my first otrs system, so bear with me. I have logged with root for the first time, and I have no Admin-Area or Stats, it seems as if I have only the privileges of a normal user. I am running a standard SuSE 9 box, nothing special there. Any ideas? Cheers Nic

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RE: [otrs] Error on forwading article
by Lars Monsees 08 May '04

08 May '04

> On Wednesday, May 05, 2004 10:50 AM > Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: >> when I try to forward an external-eMail from a customer as >> email-internal I get the following error: >> >> Message: Need ArticleType or ArticleTypeID! > > Which entries does article_type contain? It should be this: > > 1 email-external > 2 email-internal > 3 email-notification-ext > 4 email-notification-int > 5 phone > 6 fax > 7 sms > 8 webrequest > 9 note-internal > 10 note-external > 11 note-report > Yes, got the same listing. I don´t know if you´ve already read my other mails: The problem doesn´t occur when the text to forward is only about up to 1080 chars, so the error message could be a little bit misleading!? > hth, > > Robert Kehl

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OTRS POP3 Error Message
by L. Mark Stone 08 May '04

08 May '04

I'm starting to see this error with increasing frequency and I have no idea what it means! Here's the message I get: -----Forwarded Message----- > From: Cron Daemon <root(a)rnome.com> > To: root(a)localhost.rnome.com > Subject: Cron <otrs@inside> $HOME/bin/PostMasterPOP3.pl >> /dev/null > Date: Sat, 01 May 2004 01:10:05 -0400 > > Use of uninitialized value in string ne at /opt/otrs/Kernel/System/User.pm line 101. And here's the snippet from User.pm: # check valid if ($Param{Valid}) { if ($Data{ValidID} ne 1) { <<<< Line 101! return; } We are running 1.2.3 on SuSE 9.0. Any ideas? Thanks! -- _____________________________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.rnome.com

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Locked tickets issue
by Daniel Balan 08 May '04

08 May '04

Hi guys, I have an issue regarding the locked tickets button. I am using 1.2.2 and starting from yesterday when I click on "Locket tickets" (up-right corner) button the browser doesn't respond anymore. I tried several browsers (IE and Mozilla) but the result is the same. Have any clue about what what is going on ? 10x Daniel

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Customer Notification / Meaning of ... / Attachments
by Thorsten Philipp 08 May '04

08 May '04

Hi, we are using OTRS for 2 weeks. Now we have several questions 1. Customer Notification Emails Where can we change them ? Is it possible to remove the Hyperlink ? Is it easy/possible to include the ticket subject in the notification subject or at least the body ? 2. "Ist das Ticket beantwortet" What does this switch do ? It is found on the Email Reply Form 3. "Pending Auto close" What happens if a ticket is set to "warten auf erfolgreich schließen" and the time expires ? Currently only the timer in the ticket properties changes to negative times. Shouldn't it close the ticket ? If not. How could we realize this ? 4. Attachments When forwarding a mail there's no way adding an attachment. Is that a fact ? Are there plans extending the attachment feature ? Our agents would like to add more than one attachment from time to time. Best regards Thorsten Philipp

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PostMaster.pl $Queue problem
by phil 07 May '04

07 May '04

hi, otrs 1.2.3 on openbsd with mysql 4 My otrs for perfectly in web mode, but when i try to add mails whith PostMaster.pl i get some errors. i don't known what i doing wrong, if you have an idea ... When i use the original test-email-1.box i get no errors but i dont see anywhere the ticket it's ok, and when i change the email to the email used in otrs web mode (support(a)mydomain.com) i get errors see below , thanks for your help. cat test-email-1.box | PostMaster.pl ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Found no $Queue for 3! Traceback (26786): Module: Kernel::System::Queue::QueueLookup (v1.42) Line: 461 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 62 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Found no $Queue for 3! Traceback (26786): Module: Kernel::System::Queue::QueueLookup (v1.42) Line: 461 Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 278 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 162 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 Use of uninitialized value in concatenation (.) or string at /helpdesk/Kernel/System/Ticket.pm line 279, <STDIN> line 30. ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: No such TicketID (18)! Traceback (26786): Module: Kernel::System::Ticket::GetTicket (v1.70) Line: 454 Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 133 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Need ID or Name! Traceback (26786): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 134 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 Use of uninitialized value in string eq at /helpdesk/Kernel/System/Ticket/Article.pm line 138, <STDIN> line 30. Use of uninitialized value in string eq at /helpdesk/Kernel/System/Ticket/Article.pm line 138, <STDIN> line 30. ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Need QueueID! Traceback (26786): Module: Kernel::System::AutoResponse::AutoResponseGetByTypeQueueID (v1.8) Line: 156 Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 151 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Need QueueID! Traceback (26786): Module: Kernel::System::Queue::GetAllUserIDsByQueueID (v1.42) Line: 397 Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 238 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 ___[ Pub ]____________________________________________________________ Inscrivez-vous gratuitement sur Tandaime, Le site de rencontres ! http://rencontre.rencontres.com/index.php?origine=4

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Simple Queues for users with more complex ones for Admins
by Andrew Ferris 07 May '04

07 May '04

We would like to have two queues that the end-users (Customers) can input to. I'm thinking of say Support Requests and General Feedback as the queues. We would like to have four or five queues that the Admins move tickets from these original two Customer queues to. Something like Network, Server, Workstation-Hardware, and Workstation-Software, based on where we think the problem may be. On our stock install of OTRS 1.2.3 if we do that and assign a ticket from the two Customer queues to such an Admin queue then the Customer can't see it anymore. If we create some sub-queues to the original two Customer ones, then the customer can see them & enter info to them. Is there a way in OTRS to have a more complex Admins queue structure map back to a simpler Customer one so that the Customers can still keep track of their tickets, but can only create tickets to the main Customer queues? Or does anyone have a better configuration? Thank you in advance for any replies and as an aside, I'm quite happy with OTRS. Andrew Ferris Network Support Analyst MRL/iCAPTURE Centre/ASL

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