January 2005 - otrs - OTRS mailing lists

RE: [otrs] MIME::Decoder::QuotedPrint
by Shum, Jack 06 Jan '05

06 Jan '05

ok, maybe this is the fix. Get the latest MIME package from cpan.org. I got version 5.416. Replace the one under Kernel/cpan-lib/MIME with the new package. Keep the old one around just in case it don't work. That's it. try it. Have fun. Jack -----Original Message----- From: Shum, Jack Sent: Thursday, January 06, 2005 4:37 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] MIME::Decoder::QuotedPrint I think I have the same issue but with a more detail message. [Thu Jan 6 16:37:27 2005] QuotedPrint.pm: MIME::QuotedPrint version 2.03 required--this is only version 1.00 at C:/otrs/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 57. [Thu Jan 6 16:37:27 2005] QuotedPrint.pm: BEGIN failed--compilation aborted at C:/otrs/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 57. Compilation failed in require at C:/otrs/otrs/Kernel/cpan-lib/MIME/Decoder.pm line 171. I had the same message as what Scott had. Then i bounced the apache server. Then I got this. OTRS is running on W2K and its version 1.3.2. Thanks in advance. Jack Shum -----Original Message----- From: Scott Hall [mailto:scott@harmonyip.com] Sent: Thursday, December 16, 2004 9:25 AM To: otrs(a)otrs.org Subject: [otrs] MIME::Decoder::QuotedPrint I am having the following issues when trying to assign a ticket from one queue to another among other things. Periodically it will complain about my having the wrong version of QuotedPrint. And still other times it seems to work fine. I am running otrs version 1.3.2 on a FreeBSD 4.9 box with mysql and sendmail. When I try to move from one queue to another I get the following in the browser. Software error: Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /opt/otrs/Kernel/cpan-lib/MIME/Decoder.pm line 173. For help, please send mail to the webmaster ( webmaster(a)harmonyip.com <mailto:webmaster@harmonyip.com> ), giving this error message and the time and date of the error. I have looked thru the archives and found this one that talks about a similar issue but the resolution, which was to add a 'use missing::library' to the file that is erroring, didn't really work for my issue. For my particular issue I added 'use MIME::Decoder::QuotedPrint' and 'use MIME::Decoder::QuotedPrintinit' to /opt/otrs/Kernel/cpan-lib/MIME/Decoder.pm. http://lists.otrs.org/pipermail/otrs/2003-January/000746.html <http://lists.otrs.org/pipermail/otrs/2003-January/000746.html> Does anyone know what might be causing this issue or how I might go about resolving it? Thanks for any information you shed on this matter. --Scott

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RE: [otrs] MIME::Decoder::QuotedPrint
by Shum, Jack 06 Jan '05

06 Jan '05

I think I have the same issue but with a more detail message. [Thu Jan 6 16:37:27 2005] QuotedPrint.pm: MIME::QuotedPrint version 2.03 required--this is only version 1.00 at C:/otrs/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 57. [Thu Jan 6 16:37:27 2005] QuotedPrint.pm: BEGIN failed--compilation aborted at C:/otrs/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 57. Compilation failed in require at C:/otrs/otrs/Kernel/cpan-lib/MIME/Decoder.pm line 171. I had the same message as what Scott had. Then i bounced the apache server. Then I got this. OTRS is running on W2K and its version 1.3.2. Thanks in advance. Jack Shum -----Original Message----- From: Scott Hall [mailto:scott@harmonyip.com] Sent: Thursday, December 16, 2004 9:25 AM To: otrs(a)otrs.org Subject: [otrs] MIME::Decoder::QuotedPrint I am having the following issues when trying to assign a ticket from one queue to another among other things. Periodically it will complain about my having the wrong version of QuotedPrint. And still other times it seems to work fine. I am running otrs version 1.3.2 on a FreeBSD 4.9 box with mysql and sendmail. When I try to move from one queue to another I get the following in the browser. Software error: Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /opt/otrs/Kernel/cpan-lib/MIME/Decoder.pm line 173. For help, please send mail to the webmaster ( webmaster(a)harmonyip.com <mailto:webmaster@harmonyip.com> ), giving this error message and the time and date of the error. I have looked thru the archives and found this one that talks about a similar issue but the resolution, which was to add a 'use missing::library' to the file that is erroring, didn't really work for my issue. For my particular issue I added 'use MIME::Decoder::QuotedPrint' and 'use MIME::Decoder::QuotedPrintinit' to /opt/otrs/Kernel/cpan-lib/MIME/Decoder.pm. http://lists.otrs.org/pipermail/otrs/2003-January/000746.html <http://lists.otrs.org/pipermail/otrs/2003-January/000746.html> Does anyone know what might be causing this issue or how I might go about resolving it? Thanks for any information you shed on this matter. --Scott

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Structured Reporting
by Nigel Clarke 06 Jan '05

06 Jan '05

Really enjoying the new features of 1.3. Is there an outline on where the structured reporting framework is going? I have found it to be an excellent aid in report creation and it will make migration to new versions much easier. Is there a way to do sub-totaling and customisation of look? As I can't see any way to do it currently I have resorted to turning of the automatic totaling and doing my own in data rows. This works fine but I am unable to highlight these rows as totals other than using *** and ###. All html codes get gobbled. Is there a better way to do this? Regards, Nigel Clarke ____________________________ Mindpearl AG

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Forwarding Attachments
by Nigel Clarke 06 Jan '05

06 Jan '05

All, Still using otrs, upgraded a number of systems to 1.3 not a single issue. Thanks. When forwarding tickets is it possible to show the number of attachments included? Is inserting attachments when forwarding planned for future release? Regards, Nigel Clarke ____________________________ Mindpearl AG Information Technology

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RE: [otrs] Installation docs: Step 8 - How to go from/yourhost/opt/otrs to /yourhost/otrs?
by Patrik Forsberg 06 Jan '05

06 Jan '05

> How do I get from '/opt/otrs' in step 7 (and prior) to the > Database step > (step 8) whereby the '/opt' part of the path is omitted as in > 'http://yourhost/otrs/installer.pl' for version 1.3.2-01? Set "DocumentRoot" in your "VirtualHost" stting to "/opt/otrs/var/httpd/htdocs" and add " Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /tickets/ "/opt/otrs/bin/cgi-bin/" " thats how we do it ;) > I have 'installer.pl' installed in '/opt/otrs/bin/cgi-bin/'. Did I > misinterpret a step? Should I move the bin/cgi-bin files into my web > account's cgi-bin so I can execute 'installer.pl'? I cannot > run it where it > is without changing file permissions and using the path, > 'http://yourhost/opt/otrs/bin/cgi-bin/installer.pl'. This sounds like a seriously misconfigured web-server! You should never be able to access a direct root path throw the web-server this is a serious security breach and could lead to a hacked system. > I'm installing with the following setup via tarball (RPM > installation is not > an option with current webhost): Linux Red Hat Enterprise 3; > Apache 1.3.33; > MySQL 4.0.22-standard; Perl 5.8.0. Sounds about right.. I'd probably upgrade apache and mysql for security reasons but otherwise I see no problem with that. Altho I run under FreeBSD myself the setup should be about the same. Regards, Patrik F

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Installation docs: Step 8 - How to go from /yourhost/opt/otrs to /yourhost/otrs?
by s taylor 05 Jan '05

05 Jan '05

Hello. How do I get from '/opt/otrs' in step 7 (and prior) to the Database step (step 8) whereby the '/opt' part of the path is omitted as in 'http://yourhost/otrs/installer.pl' for version 1.3.2-01? I have 'installer.pl' installed in '/opt/otrs/bin/cgi-bin/'. Did I misinterpret a step? Should I move the bin/cgi-bin files into my web account's cgi-bin so I can execute 'installer.pl'? I cannot run it where it is without changing file permissions and using the path, 'http://yourhost/opt/otrs/bin/cgi-bin/installer.pl'. I'm installing with the following setup via tarball (RPM installation is not an option with current webhost): Linux Red Hat Enterprise 3; Apache 1.3.33; MySQL 4.0.22-standard; Perl 5.8.0. Also, I'd prefer to be able to install this software as ''http://yourhost/otrs/' NOT ''http://yourhost/opt/otrs/' if possible. Thanks in advance.

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PostMasterPOP3.pl Problem With Barracuda Spam Filter Appliances?
by L. Mark Stone 04 Jan '05

04 Jan '05

We are using OTRS 1.3.2 on a FreeBSD box. We provide outsourced network maintenance services, and for each of our clients, we ask them to set up on their own email system an account called "trouble(a)[clientdomain].com". We set up OTRS to POP to each of those clients' email servers and generate new tickets. Since each client sends email to a different email address, we can dispatch new email tickets by individual client queue for each client quite easily. A few days ago, we started seeing errors in the PostMasterPOP3.pl routine. Today, we have narrowed down the occurrence of those errors to OTRS trying to fetch mail from a specific client's (outsourced) email server. That client's email server is running a Barracuda anti-spam/anti-virus appliance as an email gateway server. The Barracuda device was recently installed. I sent a test ticket to this client's trouble@ email address. OTRS generated an error, but did manage to pull the email down four seconds after generating the error (according to the time stamps on the error email sent to me and the OTRS new ticket notification sent to me). I am not a programmer, but I cannot help but think that PostMasterPOP3.pl may have some sort of an issue with the Barracuda appliance. The error message in response to the email sent to trouble(a)[client].com, with header, is below. I've also included a general authentication error email, when OTRS is just checking if their are any new emails. I have excised the client's domain name for privacy. Anything we should check on our end? Thanks! Return-Path: <otrs(a)rnome.com> X-Original-To: lmstone(a)localhost.rnome.com Delivered-To: lmstone(a)localhost.rnome.com Received: from localhost (localhost [127.0.0.1]) by outside.rnome.com (Postfix) with ESMTP id CFD7A127F4 for <lmstone(a)localhost.rnome.com>; Tue, 4 Jan 2005 11:01:29 -0500 (EST) Received: from outside.rnome.com ([127.0.0.1]) by localhost (outside [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 14940-10 for <lmstone(a)localhost.rnome.com>; Tue, 4 Jan 2005 11:01:29 -0500 (EST) Received: from localhost (localhost [127.0.0.1]) by outside.rnome.com (Postfix) with ESMTP id 6BAAD126D6 for <lmstone@localhost>; Tue, 4 Jan 2005 11:01:29 -0500 (EST) Received: from mail.rnome.com [209.203.225.220] by localhost with IMAP (fetchmail-6.2.5) for lmstone@localhost (single-drop); Tue, 04 Jan 2005 11:01:29 -0500 (EST) Received: (from otrs@localhost) by rnome.com (8.11.6/8.11.0) id j04G19268458; Tue, 4 Jan 2005 11:01:09 -0500 (EST) (envelope-from otrs) Date: Tue, 4 Jan 2005 11:01:09 -0500 (EST) Message-Id: <200501041601.j04G19268458(a)rnome.com> From: otrs(a)rnome.com (Cron Daemon) To: root(a)rnome.com Subject: Cron <otrs@rnome> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> X-Virus-Scanned: by amavisd-new at rnome.com Status: R X-Status: NC X-KMail-EncryptionState: X-KMail-SignatureState: X-KMail-MDN-Sent: Use of uninitialized value in numeric eq (==) at /usr/local/lib/perl5/5.8.4/Net/POP3.pm line 310. Use of uninitialized value in division (/) at /opt/otrs/bin/PostMasterPOP3.pl line 152. Return-Path: <otrs(a)rnome.com> X-Original-To: lmstone(a)localhost.rnome.com Delivered-To: lmstone(a)localhost.rnome.com Received: from localhost (localhost [127.0.0.1]) by outside.rnome.com (Postfix) with ESMTP id 77F8528026 for <lmstone(a)localhost.rnome.com>; Tue, 4 Jan 2005 10:51:56 -0500 (EST) Received: from outside.rnome.com ([127.0.0.1]) by localhost (outside [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 14038-10 for <lmstone(a)localhost.rnome.com>; Tue, 4 Jan 2005 10:51:53 -0500 (EST) Received: from localhost (localhost [127.0.0.1]) by outside.rnome.com (Postfix) with ESMTP id D64E31293D for <lmstone@localhost>; Tue, 4 Jan 2005 10:51:53 -0500 (EST) Received: from mail.rnome.com [209.203.225.220] by localhost with IMAP (fetchmail-6.2.5) for lmstone@localhost (single-drop); Tue, 04 Jan 2005 10:51:53 -0500 (EST) Received: (from otrs@localhost) by rnome.com (8.11.6/8.11.0) id j04Fp3l66864; Tue, 4 Jan 2005 10:51:03 -0500 (EST) (envelope-from otrs) Date: Tue, 4 Jan 2005 10:51:03 -0500 (EST) Message-Id: <200501041551.j04Fp3l66864(a)rnome.com> From: otrs(a)rnome.com (Cron Daemon) To: root(a)rnome.com Subject: Cron <otrs@rnome> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> X-Virus-Scanned: by amavisd-new at rnome.com Status: R X-Status: NC X-KMail-EncryptionState: X-KMail-SignatureState: X-KMail-MDN-Sent: Use of uninitialized value in numeric eq (==) at /usr/local/lib/perl5/5.8.4/Net/POP3.pm line 319. ERROR: OTRS-PM3-7 Perl: 5.8.4 OS: freebsd Time: Tue Jan 4 10:51:07 2005 Message: Auth for user trouble@client.org@mail.client.org failed! Traceback (66683): Module: main::FetchMail (v1.12) Line: 140 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.12) Line: 106 -- _______________________________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC "We manage your network so you can manage your business." 477 Congress Street Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.RNoME.com

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RE: [otrs] automatic changing ticket ownership
by Chris Salter 04 Jan '05

04 Jan '05

I hacked this by editing out the ownership check in the permissions check of each of those pages, but you're right, an explicit option would be pretty darn handy. -- Chris Salter Software Engineer ZANTAZ, Inc. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of duarte.cordeiro(a)cm-lisboa.pt Sent: January 4, 2005 7:01 AM To: otrs(a)otrs.org Subject: [otrs] automatic changing ticket ownership hello, I don't know if there is any configurable option (I didn't find one), that allows us to automatically change ticket owner (if the ticket is not locked) when performing certain tasks. A example: - Ticket owner is user1 (ticket is locked, priority 3, on queue A) - user1 adds a note - user1 changes ticket queue to queue B - user1 unlocks ticket so someone that takes care of tickets on queue B can work on it. - user2 sees ticket in queue B. - user2 tries to change priority to level 5 (does not have permissions, and has to change owner). (this can happen with priority, pending status, free fields, etc) What I wanted in the last step was to automatically change owner to user2. Even worst is when after the tickets are closed, we move them to a specific queue, and do a so called "costumer care", call the users, and write some things in the free fields. This is done to every ticket, and our staff has to change ownership in every one of them. Is there any way to ignore owner if the ticket is not locked ? Thanks in advance, Duarte Cordeiro _______________________________________________ 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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automatic changing ticket ownership
by duarte.cordeiro＠cm-lisboa.pt 04 Jan '05

04 Jan '05

hello, I don't know if there is any configurable option (I didn't find one), that allows us to automatically change ticket owner (if the ticket is not locked) when performing certain tasks. A example: - Ticket owner is user1 (ticket is locked, priority 3, on queue A) - user1 adds a note - user1 changes ticket queue to queue B - user1 unlocks ticket so someone that takes care of tickets on queue B can work on it. - user2 sees ticket in queue B. - user2 tries to change priority to level 5 (does not have permissions, and has to change owner). (this can happen with priority, pending status, free fields, etc) What I wanted in the last step was to automatically change owner to user2. Even worst is when after the tickets are closed, we move them to a specific queue, and do a so called "costumer care", call the users, and write some things in the free fields. This is done to every ticket, and our staff has to change ownership in every one of them. Is there any way to ignore owner if the ticket is not locked ? Thanks in advance, Duarte Cordeiro

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OTRS Conectivity!!!
by Integrity IT - Sebastian Seghete 04 Jan '05

04 Jan '05

Hi there, We have installed OTRS on a FEDORA box and it's working great with mysql but we want to connect OTRS with MSSQL. We imported the DB from mysql into MSSQL just fine. The only info that we could find in connecting to MS SQL server is like in the lines below: $Self->{Server} =3D 'SQL Server'; # DatabaseDSN $Self->{DatabaseDSN} =3D"DBI:ODBC:driver=3D$Self->{Server};Server=3D$Self->{DatabaseHost};dat = abase=3D$Sel f->{Database};uid=3D$Self->{DatabaseUser};pwd=3D$Self->{DatabasePw};"; $Self->{'Database::Type'} =3D 'mssql'; Have I missed something? Any help would be appreciated, Thank You Sebastian

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