January 2005 - otrs - OTRS mailing lists

RE: [otrs] Any ideas here?
by Jack Doyle 19 Jan '05

19 Jan '05

I think I got my script to work. However, the patched GenericAgent.pm would still be greatly appreciated. I'd like to be able to have it auto-answer closed tickets. # -- # Kernel/System/GenericAgent.pm - generic agent system module # Copyright (C) 2001-2004 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: GenericAgent.pm,v 1.7 2004/09/08 13:16:34 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. # -- -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Wednesday, January 19, 2005 3:33 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Any ideas here? Jack Doyle schrieb: > Robert... thanks for the reply. No, the patch didn't work. Please post the file revision of your GA, I'll get you a going one _with_ the Answered option. > What do you mean by "Post the call to the script in GenericAgent and > eventually the script itself"? What did you note in GenericAgent.pl to call your script, and: what are the contents of the script? hth, 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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Customers unable to create accounts
by Steven Morris 19 Jan '05

19 Jan '05

Hi, I'm using OTRS 1.3.1 on redhat linux. When trying to create an account for customers on the customer login page of OTRS, the following error message is sometimes displayed: ------------------------------------------- Software error: cannot redirect stderr to stdout: Bad file descriptor at /opt/otrs//Kernel/System/CheckItem.pm line 63 For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. ------------------------------------------- The system seems to accept some customer email addresses (and sends out a password) but for others, this error consistently occurs.. making it impossible to add them to the system. Commenting out the 'if' statement on line 63 of /opt/otrs/Kernel/System/CheckItem.pm seems to prevent the problem.. but then it becomes possible to add users with non-existing / invalid email address' to the OTRS system. Do you have any ideas why this could be happening? Thanks for your help, Steven Morris

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Any ideas here?
by Jack Doyle 19 Jan '05

19 Jan '05

I posted earlier, I was just wondering if there were any thoughts on this one: (thanks in advance) Robert... thanks for the reply. No, the patch didn't work. My Generic Agent was totally broken after the patch. I posted the error to the list yesterday afternoon (eastern us time). I did make a backup of GenericAgent.pm before the patch, so I just restored that. What do you mean by "Post the call to the script in GenericAgent and eventually the script itself"? I created my Generic Agent job, and put the full patch to my shellscript, but it gave me the error I mentioned. I'm not sure what I did wrong. -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Tuesday, January 18, 2005 4:43 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Generic Agent Command Jack Doyle schrieb: > I'm trying to run a shell script from the generic agent. However, > when I execute the Generic Agent it gives me an internal server error > and says bad header. it gives the ticket number as the supposed > header. What I'm doing is using a custom priority (99 pager) to page > support personnel. If an issue is changed to that priority, it will > execute the script and page the personnel. The script works fine from > the command line. Post the call to the script in GenericAgent and eventually the script itself. Btw, did the patch to GA concerning the Ansered state succeed? If not, it is most likely your GA is broken now. Revert the patch by copying over Kernel/System/GenericAgent.pm from source.

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Send No Auto Response to domain mydomain.nl
by Peter van Beugen 19 Jan '05

19 Jan '05

I would like to configure the SendNoAutoResponseRegExp option so that no Auto respons will be sent to a certain domain <mydomain.nl>. Can anyone help me with the right syntax for SendNoAutoResponseRegExp and maybe explain a little about the standard syntax : <.+?\..+?'> I added SendNoAutoResponseRegExp in config.pm and tried some options with some strange results..... # (if this regexp is matching on senders From or ReplyTo, no # auto response will be sent) $Self->{SendNoAutoResponseRegExp} = '(MAILER-DAEMON|postmaster|abuse|)@.+?\..+?'; And there is a bug in the "Forward" e-mail option. Is there already a fix available? Thanks, Peter van Beugen Telecom Direct Netherlands

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RE: [otrs] Send No Auto Response to domain mydomain.nl
by Peter van Beugen 19 Jan '05

19 Jan '05

Message: Need ArticleType or ArticleTypeID! Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Dec 29 22:09:35 2004 Message: Need ArticleType or ArticleTypeID! Traceback (8345): Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1136 Module: Kernel::Modules::AgentForward::SendEmail (v1.38) Line: 297 Module: Kernel::Modules::AgentForward::Run (v1.38) Line: 84 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl:: handler (v) Line: 638 Module: (eval) (v1.73) Line: 187 Module: ModPerl::RegistryCooker::run (v1.73) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: woensdag 19 januari 2005 20:17 To: User questions and discussions about OTRS. Subject: RE: [otrs] Send No Auto Response to domain mydomain.nl What bug are you referring to? -----Original Message----- From: Peter van Beugen [mailto:Peter@tda.nl] Sent: Wednesday, January 19, 2005 2:11 PM To: otrs(a)otrs.org Subject: [otrs] Send No Auto Response to domain mydomain.nl I would like to configure the SendNoAutoResponseRegExp option so that no Auto respons will be sent to a certain domain <mydomain.nl>. Can anyone help me with the right syntax for SendNoAutoResponseRegExp and maybe explain a little about the standard syntax : <.+?\..+?'> I added SendNoAutoResponseRegExp in config.pm and tried some options with some strange results..... # (if this regexp is matching on senders From or ReplyTo, no # auto response will be sent) $Self->{SendNoAutoResponseRegExp} = '(MAILER-DAEMON|postmaster|abuse|)@.+?\..+?'; And there is a bug in the "Forward" e-mail option. Is there already a fix available? Thanks, Peter van Beugen Telecom Direct Netherlands _______________________________________________ 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] Send No Auto Response to domain mydomain.nl
by Jack Doyle 19 Jan '05

19 Jan '05

What bug are you referring to? -----Original Message----- From: Peter van Beugen [mailto:Peter@tda.nl] Sent: Wednesday, January 19, 2005 2:11 PM To: otrs(a)otrs.org Subject: [otrs] Send No Auto Response to domain mydomain.nl I would like to configure the SendNoAutoResponseRegExp option so that no Auto respons will be sent to a certain domain <mydomain.nl>. Can anyone help me with the right syntax for SendNoAutoResponseRegExp and maybe explain a little about the standard syntax : <.+?\..+?'> I added SendNoAutoResponseRegExp in config.pm and tried some options with some strange results..... # (if this regexp is matching on senders From or ReplyTo, no # auto response will be sent) $Self->{SendNoAutoResponseRegExp} = '(MAILER-DAEMON|postmaster|abuse|)@.+?\..+?'; And there is a bug in the "Forward" e-mail option. Is there already a fix available? Thanks, Peter van Beugen Telecom Direct Netherlands

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Spell Checking
by Jack Doyle 19 Jan '05

19 Jan '05

I am trying to implement spell checking. I have it working, but the "Change" and "Ignore" buttons do very weird things. If I have two words wrong, for instance, I have four radio buttons. Two for each word. However, pushing one of the radio buttons will cancel the other. If I have three words, two of them work, but one always cancels the other one. It's like two of them are part of the same set or something. I hope this makes sense...

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Installation
by Bernard PRE 19 Jan '05

19 Jan '05

Hi, I have just installed otrs (i am a newbee) and i nedd some help. I can't join this url : http://my_server/otrs/installer.pl Forbidden You don't have permission to access /otrs/installer.pl on this server. My config : Mandrake 10.1 in my commonhttpd.conf : (i think my error is here !! but i don't understand) (this file is included in httpd.conf), I don't know where in must write this lines : With mod_perl (speed!): ======================= Add this to the mod_perl stuff section in httpd.conf [...] Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> => The user must to be apache => I don't find the section where to add in commonnhttpd.conf ... I have try this : <IfModule mod_alias.c> Alias /icons/ /var/www/icons/ Alias /doc /usr/share/doc ScriptAlias /cgi-bin/ /var/www/cgi-bin/ ScriptAlias /protected-cgi-bin/ /var/www/protected-cgi-bin/ <IfModule mod_perl.c> Alias /perl/ /var/www/perl/ Alias /cgi-perl/ /var/www/perl/ Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ Alias /otrs/ /opt/otrs/bin/cgi-bin/ <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> </IfModule> </IfModule> Thanks for your help, Bernard

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RE: [otrs] Generic Agent Command
by Jack Doyle 19 Jan '05

19 Jan '05

Robert... thanks for the reply. No, the patch didn't work. My Generic Agent was totally broken after the patch. I posted the error to the list yesterday afternoon (eastern us time). I did make a backup of GenericAgent.pm before the patch, so I just restored that. What do you mean by "Post the call to the script in GenericAgent and eventually the script itself"? I created my Generic Agent job, and put the full patch to my shellscript, but it gave me the error I mentioned. I'm not sure what I did wrong. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Tuesday, January 18, 2005 4:43 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Generic Agent Command Jack Doyle schrieb: > I'm trying to run a shell script from the generic agent. However, > when I execute the Generic Agent it gives me an internal server error > and says bad header. it gives the ticket number as the supposed > header. What I'm doing is using a custom priority (99 pager) to page > support personnel. If an issue is changed to that priority, it will > execute the script and page the personnel. The script works fine from > the command line. Post the call to the script in GenericAgent and eventually the script itself. Btw, did the patch to GA concerning the Ansered state succeed? If not, it is most likely your GA is broken now. Revert the patch by copying over Kernel/System/GenericAgent.pm from source. 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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Generic Agent Command
by Jack Doyle 18 Jan '05

18 Jan '05

I'm trying to run a shell script from the generic agent. However, when I execute the Generic Agent it gives me an internal server error and says bad header. it gives the ticket number as the supposed header. What I'm doing is using a custom priority (99 pager) to page support personnel. If an issue is changed to that priority, it will execute the script and page the personnel. The script works fine from the command line. The generic agent will then add a note to the issue indicating that the support tech has been paged and will then set the priority back to very high. all works except the command. Any ideas?

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