January 2005 - otrs - OTRS mailing lists

Procmail log message about locking
by Xavier Fustero 21 Jan '05

21 Jan '05

Hi all, everytime someone sends a message to my otrs system, I get some messages in my procmail log file telling me that the message can't not be locked. I think it needs to lock in case that someone else sends another message at the same time due to not have identical IDs. However, another line seems to unlock it. I am a little bit confused and I don't know if it is something I have to worry about or it is fine. Can someone let me know what is happening here or giving me some directions what to check? Thanks everyone, Xavi >>>>>>>>> procmail: Couldn't determine implicit lockfile from "/opt/otrs/bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/otrs/bin/PostMaster.pl" Can't set file lock (/opt/otrs/var/log/TicketCounter.log): No locks available at /ebi/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 72. procmail: [2268] Fri Jan 21 17:22:33 2005 procmail: Assigning "LASTFOLDER=/opt/otrs/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Notified comsat: "otrs@:/opt/otrs/bin/PostMaster.pl" From xavi(a)ebi.ac.uk Fri Jan 21 17:22:31 2005 Subject: friday3 Folder: /opt/otrs/bin/PostMaster.pl -- Xavier Fustero Benavent Work: +44(0)1223 494664 Systems Unix Administrator Fax: +44(0)1223 494468 EMBL-European Bioinformatics Institute (EBI). Wellcome Trust Genome Campus

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RE: [otrs] Attachments in OTRS
by Varsani, Rajendrakumar (PSD) 21 Jan '05

21 Jan '05

Folks, I/m sure we could see attachements in OTRS but now, if I click on file-2 either Internet Explorer or OTRS want to know if I want to open or save the attachment. If I click 'open', I can't find an application to open it. If I save it, I can see that it is a Microsoft Mail Note. I'm sure if we sent documents in the past we could see the documents. Or am I imagining things? Please help! Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

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HTML and mail tickets
by Alvaro Lopez 21 Jan '05

21 Jan '05

Hello all: I have a trouble, OTRS run perfectly, but when receive an e-mail with HTML format, OTRS not load HTML, and write all html labels, have you got any solution, or I may use html2txt scripts?. If I must use html2txt, OTRS let e-mails body in a temp file or load it directly to Database?. This is the trouble. I have a pair of question about OTRS: May user add a ticket in internal FAQs? Can I remove mail headers before it be load in Database? Thanks for all. Alvaro.

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RE: Re[2]: [otrs] ticket creation w/o registration
by Peter van Beugen 21 Jan '05

21 Jan '05

Just create a webform and send it to a e-mail address (helpdesk(a)yoursystem.com?) 1. create an e-mail address in your system where to send the webform and which OTRS can POP (helpdesk(a)yoursystem.com) 2. create a system e-mail address in OTRS (the "from" of OTRS mail) (can be helpdesk(a)yoursystem.com of course) 3. create a queue in OTRS 4. create a POP3 address in OTRS to POP helpdesk(a)yoursystem.com 5. create a group in OTRS (Helpdesk?) 6. Add users to the group I added a picture of OTRS that I use to tell people how OTRS works. Maybe it helps Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Alex Verzonden: vrijdag 21 januari 2005 7:56 Aan: User questions and discussions about OTRS. Onderwerp: Re[2]: [otrs] ticket creation w/o registration Hello Adler, Friday, January 21, 2005, 2:08:53 AM, you wrote: > Alex, > What version are you installing? Linux, Win etc. Also you have to edit the > config.pm file in the kernel folder to your needs. Users don't need to > register to send tickets (Keep reading). BTW, I installed OTRS on a window > 2000 box and used edit plus to edit the files. I installed it on freebsd server. I know that users(customer) are able to send tickets, but I want to give them possibility to do it through web form. -- Best regards, Alex mailto:alexander.k@spymac.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] ticket creation w/o registration
by Adler Eliacin 21 Jan '05

21 Jan '05

Alex, What version are you installing? Linux, Win etc. Also you have to edit the config.pm file in the kernel folder to your needs. Users don't need to register to send tickets (Keep reading). BTW, I installed OTRS on a window 2000 box and used edit plus to edit the files. http://www.editplus.com/ good luck -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alex Sent: Thursday, January 20, 2005 4:14 PM To: otrs(a)otrs.org Subject: [otrs] ticket creation w/o registration Hello all, I've just installed otrs and don't configure it fully. There is some missing in docs I think, because there is no any chapters about how to get starting or step by step configuration. It's really difficult.. While I'm trying to configure it I have a question. Is it possible to make that the customers don't have to register first for posting the tickets. Maybe it's possible to have a form where they just put their name, email and message and when submit it they receive password and I have a ticket in system. Would be it's possible to do as I want? Thanks. -- Best regards, Alexander _______________________________________________ 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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<OTRS_CUSTOMER_FIRSTNAME> in salutation
by shar0119＠yahoo.com 20 Jan '05

20 Jan '05

Hi, Is it possible to use <OTRS_CUSTOMER_FIRSTNAME> in salutation. Right now i get a - when i try to use it. Another question is that I get a - when i try to use <OTRS_CUSTOMER_UserEmail> in signature. I have version 1.3.2 of OTRS. Thanks for your help. Regards, Chris __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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ticket creation w/o registration
by Alex 20 Jan '05

20 Jan '05

Hello all, I've just installed otrs and don't configure it fully. There is some missing in docs I think, because there is no any chapters about how to get starting or step by step configuration. It's really difficult.. While I'm trying to configure it I have a question. Is it possible to make that the customers don't have to register first for posting the tickets. Maybe it's possible to have a form where they just put their name, email and message and when submit it they receive password and I have a ticket in system. Would be it's possible to do as I want? Thanks. -- Best regards, Alexander

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Changes to Email.pm
by Jack Doyle 20 Jan '05

20 Jan '05

I made these changes in an effort to get what I wanted (the reply-to address) but it didn't seem to change anything in the way that otrs sends the messages. Any ideas? I'm only including the header lines and the a couple of lines on each side of what I changed. # -- # Kernel/System/Email.pm - the global email send module # Copyright (C) 2001-2004 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: Email.pm,v 1.6.2.1 2004/10/07 14:11:08 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- ... # check from if (!$Param{From}) { # $Param{From} = $Self->{ConfigObject}->Get('AdminEmail') || 'otrs@localhost'; $Param{From} = 'helpdesk(a)domainxyz.com'; } ... $Header{'Reply-To'} = $Self->{ConfigObject}->Get('AdminEmail'); $Header{'X-Mailer'} = "OTRS Mail Service ($VERSION)"; $Header{'X-Powered-By'} = 'OTRS - Open Ticket Request System (http://otrs.org/)'; $Header{'Type'} = $Param{Type} || 'text/plain';

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RE: [otrs] SuSE 9.2 supplied rpms installation error
by Jack Doyle 20 Jan '05

20 Jan '05

Thanks, you helped me, too. I appreciate. -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Thursday, January 20, 2005 12:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] SuSE 9.2 supplied rpms installation error Chris H schrieb: > Eberhard Moenkeberg wrote: >> You have to add "perl" to the long list APACHE_MODULES in >> /etc/sysconfig/apache2. > > Thanks that did it. Must be a packaging or yast bug as this should be > automatically added when yast installs otrs. Perhaps someone should let > SUSE know..;) In fact, you did hereby let know the responsible people, which is the OTRS GmbH - they build the SuSE RPM, not the SuSE AG. Best you can do additionally now is file a bug report on http://bugs.otrs.org/, after having made sure there isn't already one noted for this issue. With kind regards, Robert Kehl _______________________________________________ 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 9.2 supplied rpms installation error
by Chris H 20 Jan '05

20 Jan '05

Greets; Testing OTRS on SUSE 9.2 with rpms supplied by SuSE (ftp install; otrs-1.2.4-2) seem to cause an error with apache2. The line that it barf's on is the following: line 10 of /opt/otrs/scripts/apache2-httpd.include.conf which reads as follows; ===================================================== #load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl ===================================================== apache error message reads; ========================= Syntax error on line 10 of < ..........> Invalid command 'Perlrequire', perhaps mis-spelled......etc. etc. ========================== anyone have a suggestion as to what is the correct syntax for the reference line? Regards and tia, /ch

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