May 2004 - otrs - OTRS mailing lists

How to enable debug mode.
by Covert, Jake 07 May '04

07 May '04

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> *********************************

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Error on forwading article
by Lars Monsees 07 May '04

07 May '04

Hi, when I try to forward an external-eMail from a customer as email-internal I get the following error: ---------------------------- ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 10:17:37 2004 Message: Need ArticleType or ArticleTypeID! Traceback (11682): Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 58 Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688 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 ---------------------------- Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 58 --> if (!$Param{ArticleType} && !$Param{ArticleTypeID}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need ArticleType or ArticleTypeID!"); return; } ---------------------------- Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 --> # -- # send email # -- if (my $ArticleID = $Self->{TicketObject}->SendArticle( Attach => \@Attachments, From => $Self->{From}, To => $Self->{To}, Cc => $Self->{Cc}, Subject => $Self->{Subject}, Body => $Self->{Body}, TicketID => $Self->{TicketID}, ArticleTypeID => $Self->{ArticleTypeID}, [...] ---------------------------- I checked the DB and it seems to be ok - the customer´s article has an articletype 1 and this is listed in the appropriate table. Also, there is an articletype 2 for email-internal. I testet it with the otrs demosystem on demo.otrs.org and there it just works fine. OTRS is 1.2.3 (but problem existed already on 1.1.3 - hoped to resolve it with the update) Anyone got an idea what I might have configured wrong or if this is a problem with the DB? Lars

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RE: [otrs] How to enable debug mode.
by Covert, Jake 07 May '04

07 May '04

Thanks. :-) 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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RE: [otrs] Ticked ID's
by Lars Monsees 07 May '04

07 May '04

> My tickets are being created with ID's like: > > 2004050610000025 > > which I don't like. Is this a configuration option I set before I > knew better and now cannot find? > > How can I change the ID's being generated? > check Defaults.pm for # TicketNumberGenerator # > Thanks, > > Matt Lars

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RE: [otrs] How to enable debug mode.
by Lars Monsees 07 May '04

07 May '04

> I recently started getting an error when trying to send outgoing > messages. My question is this: How do I enabel debug mode? > Ooops. Seems as if I forgot something =) I found that snippet in Kernel/Config/Defaults.pm <snip>

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Ticked ID's
by Matt Mower 07 May '04

07 May '04

My tickets are being created with ID's like: 2004050610000025 which I don't like. Is this a configuration option I set before I knew better and now cannot find? How can I change the ID's being generated? Thanks, Matt -- Evectors Software Email:matt@evectors.com Web:http://www.evectors.com Tel:+44-(0)7977-076-709 Blog:http://matt.blogs.it/

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RE: [otrs] How to enable debug mode.
by Lars Monsees 07 May '04

07 May '04

> I recently started getting an error when trying to send outgoing > messages. My question is this: How do I enabel debug mode? > $Self->{Debug} = 1; in sub new() (snip) Lars

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Ticket replies: Doesn't work as I thought
by Duarte Cordeiro 07 May '04

07 May '04

Hi, Sometimes we want to get more information from our users. We hit reply, and they receive a email with: Assunto: [TN#: 10535] Re: ....... This is fine, but later, the user replies to this ticket, and a new one is created: Assunto:RE: [TN#: 10535] Re: ... The message subject is identical, only with a Re: before. but a new ticket is created (in this example, #10546) What am I doing wrong ? Thanks in advance, Duarte Cordeiro -- Duarte Cordeiro Coordenador Serviço Helpdesk Câmara Municipal de Lisboa Helpdesk: Tel: 800202080 - Fax: 21 7989699 - Email: helpdesk(a)cm-lisboa.pt Serviço Helpdesk: helpdesk.geral(a)cm-lisboa.pt (Contacto directo: 918714762 - duarte.cordeiro(a)cm-lisboa.pt) // Consultor Sénior - BusinessTek Lda

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Auto-replies
by Nic Laschinger 07 May '04

07 May '04

Hi all, Newbie question: I can't seem to get auto-replies to work. It says in the documentation that you should configure the reply and configure it in the Queue, I have set the RAW (default) queue to notify customers on state change but that doesn't seem to have done the trick. What am I missing? Cheers Nic

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Generic-Agent, max value for ticket age?
by Mats Sjöberg 07 May '04

07 May '04

Hi, we are planning to utilize Generic-Agent to change some properties of old tickets in a queue. The documentation illustrates the procedures for this in an example in section 14.2, "TicketCreateTimeOlderMinutes => 60" etc. The value of this parameter will of course quite large for very old tickets. Questions: What is the maximum allowed value for this parameter? Is it possible to use other intervals than minutes, such as "TicketCreateTimeOlderDays"? Best regards -- Mats Sjöberg mailto:mats.sjoberg@rivermen.se <http://www.rivermen.se>

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