October 2005 - otrs - OTRS mailing lists

Problem w package manager
by Scott Sheridan 07 Oct '05

07 Oct '05

When I attempt to enter the admin package manager I get the following. Error: Sorry, for this interface is mod_perl2 with Apache2::Reload required. Other way [..] I am on redhat 7.3. The version of OTRS is 2.2 My ultimate goal is to install the calendar module. TIA Scott

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email to big and auto reply
by Daniel Balan 07 Oct '05

07 Oct '05

Hello otrs, OTRS is able to set the maximum email size. Is there a way to set an auto response in case of an email exceed the max size and drop the message ? Thanks in advance Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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(no subject)
by Jeff Baughn 06 Oct '05

06 Oct '05

Is there any way to reverse the listing order in the Queue View, so that the newest tickets are listing first, oldest last? I looked in the Defaults.pm config file and couldn't find anything. Thanks.

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otrs version 2.0.2-Is there a way for otrs to accept ticket numbe rs generated by another application?
by Dougan, Linda A 06 Oct '05

06 Oct '05

Is there a way for otrs to accept ticket numbers generated by another application when that application emails a request to it? We are trying to find a way to tie two different trouble ticket applications together by sending the ticket information from one application to the other and using the same ticket number on both applications. Any ideas? Linda -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Thursday, October 06, 2005 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 7 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Error messages (Danie Theron) ---------------------------------------------------------------------- Message: 1 Date: Thu, 06 Oct 2005 10:19:20 +0200 From: Danie Theron <danie(a)verpakt.com> Subject: [otrs] Error messages To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <4344DE08.4070307(a)verpakt.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed I constantly get the following messages from the cron jobs ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Wed Oct 5 22:35:04 2005 Message: Found no $QueueID for CrazyVegas! Traceback (19141): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.16) Line: 111 Module: Kernel::System::PostMaster::Run (v1.52) Line: 233 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 As Well as Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Not sure if this is a huge problem , and if it affecting any mails coming into this spesific queue? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ---------------------------------------------------------------------------- -------------------------------------------------------------- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ---------------------------------------------------------------------------- -------------------------------------------------------------- ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 27, Issue 7 ***********************************

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Error messages
by Danie Theron 06 Oct '05

06 Oct '05

I constantly get the following messages from the cron jobs ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Wed Oct 5 22:35:04 2005 Message: Found no $QueueID for CrazyVegas! Traceback (19141): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.16) Line: 111 Module: Kernel::System::PostMaster::Run (v1.52) Line: 233 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 As Well as Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Not sure if this is a huge problem , and if it affecting any mails coming into this spesific queue? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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Phone call Error...
by Chaden Hite 05 Oct '05

05 Oct '05

getting the following errror when I am putting in a phone call record... OTRS, Suse 9.1, please help if anyone has seen this thanks Error: Duplicate entry '60785' for key 1, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (27798, 5, 1, 'chite', '', '', '', 'Phone call at Wed Oct 05 14:06:16 2005', '', ?, 'text/plain\; charset=iso-8859-15', ?, 1, 1128542782, current_timestamp, 18, current_timestamp, 18)' *Comment:* *Bug Report:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Wed Oct 5 14:06:22 2005 Message: Duplicate entry '60785' for key 1, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (27798, 5, 1, 'chite', '', '', '', 'Phone call at Wed Oct 05 14:06:16 2005', '', ?, 'text/plain\; charset=iso-8859-15', ?, 1, 1128542782, current_timestamp, 18, current_timestamp, 18)' Traceback (3386): Module: Kernel::System::Ticket::ArticleCreate (v1.17) Line: 134 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 336 Module: Apache::ROOT::otrs::index_2epl::handler (v1.73) Line: 637 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149

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OTRS - Required Fields
by Wells, Bryon 05 Oct '05

05 Oct '05

Hi all, How can I change the email so that its not a required field? Most people that I open tickets for don't have an e-mail address. Thanks! Bryon Wells

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Ticket ownership and escalation
by Danie Theron 05 Oct '05

05 Oct '05

Hi All! When a ticket is escalated , and ownership gets taken , but the ticket is not closed and the unlock directive is specified in that particular Queue , will the ticket still have the escalated time on it when unlocked , or will it reset when unlocked? Hope that made sense :) TIA -- Regards , Danie Theron ---------------------------------------------------------

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"Got no ArticleID!" in ArticleCheckPGP.pm (line 32)
by Alastair Houghton 05 Oct '05

05 Oct '05

Hi all, Looked at our OTRS system recently, and we're getting Software error: Got no ArticleID! at /otrs/bin/cgi-bin/../../Kernel/Output/HTML/ ArticleCheckPGP.pm line 32. We're just looking into this problem on our OTRS installation at the moment. If anyone has any hints, they'd be appreciated; we'll post our findings (and probably a bug report too) when we figure out what the problem is. Kind regards, Alastair. -- http://www.alastairs-place.net

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RE: [otrs] otrs-Is there a way to close all tickets in a queue all atonce?
by Patrik Forsberg 04 Oct '05

04 Oct '05

Two ways: 1: mark all and use Bulk Action 2: make a GenericAgent script that closes all tickets in the specified queue - run it once and then kill it if you wont need it again Regards, patrik > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Dougan, Linda A > Sent: den 4 oktober 2005 22:02 > To: 'otrs(a)otrs.org' > Subject: [otrs] otrs-Is there a way to close all tickets in a > queue all atonce? > > Does anyone know of a way to select all tickets at once in a > queue and close > them all at once? > > Linda > > -----Original Message----- > From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] > Sent: Tuesday, October 04, 2005 6:00 AM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 27, Issue 3 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Virtual hosting and OTRS (Victor Rodriguez Cortes) > 2. Re: Virtual hosting and OTRS (Roberto Giana) > 3. Ticket State - Merged (Matt Midson) > 4. backup script not working (Danie Theron) > 5. how to delete all the queue? (Mercator GmbH) > 6. who can install me v. 2.0?? (Mercator GmbH) > 7. Trouble scheduling generic agent jobs (Sheline, Carl (LLU)) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 03 Oct 2005 12:09:23 +0200 > From: "Victor Rodriguez Cortes" <victor.rodriguez(a)valmesa.es> > Subject: Re: [otrs] Virtual hosting and OTRS > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <43411F73.12585.1EE6AE37@localhost> > Content-Type: text/plain; charset=US-ASCII > > Hello! > > You'll need to enable mod_alias in Apache (or Apache2). Then you > could use > something like this: > > [---] > > Perlrequire /usr/share/otrs/otrs-startup.pl > > # Apache::Reload - Reload Perl Modules when Changed on Disk > #PerlModule Apache::Reload > #PerlInitHandler Apache::Reload > > #Used for FAQ's > Alias /htmlArea/ /usr/share/otrs/var/httpd/htdocs/htmlArea/ > > NameVirtualHost soporte.valmesa.net > <VirtualHost soporte.valmesa.net> > Alias /otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" > ScriptAlias /otrs/ "/usr/share/otrs/bin/cgi-bin/" > > ServerAdmin victor.rodriguez(a)valmesa.es > DocumentRoot /usr/share/otrs/var/httpd/htdocs/ > ServerSignature On > > <Location /otrs/> > SetHandler perl-script > PerlResponseHandler ModPerl::Registry > PerlOptions +ParseHeaders > PerlSetupEnv On > Options +ExecCGI > </Location> > > <Directory /> > Options FollowSymLinks > AllowOverride None > </Directory> > > <Directory /usr/share/otrs/var/httpd/htdocs/> > Options Indexes FollowSymLinks MultiViews > AllowOverride None > Order allow,deny > allow from all > RedirectMatch ^/$ http://soporte.valmesa.net/otrs/Customer.pl > </Directory> > # Allowed values: debug, info, notice, warn, error, crit, > alert, emerg > LogLevel warn > ErrorLog /var/log/apache2/otrs-err.log > CustomLog /var/log/apache2/otrs-acc.log combined > </VirtualHost> > > <VirtualHost agentes.valmesa.net> > DocumentRoot /usr/share/otrs/var/httpd/htdocs/ > > <Directory /usr/share/otrs/var/httpd/htdocs/> > RedirectMatch ^/$ http://soporte.valmesa.net/otrs/index.pl > </Directory> > </VirtualHost> > > <VirtualHost faq.valmesa.net> > DocumentRoot /usr/share/otrs/var/httpd/htdocs/ > > <Directory /usr/share/otrs/var/httpd/htdocs/> > RedirectMatch ^/$ http://soporte.valmesa.net/otrs/faq.pl > </Directory> > </VirtualHost> > > [---] > > This has worked for me with OTRS v1.3.2, mod_perl and > Apache2. You > get > what you want, but it changes the URL in the browser. This > config is a bit > too big, but > the key is that you define all the details for OTRS in a > "main" virtual host > > (soporte.valmesa.net) and then you define as many virtual > host as you need > and > redirect them to the URL you need inside OTRS "main" virtual > host. BTW, this > is all in a > file called "soporte.valmesa.net.conf" that is included from > apache.conf... > > Regards, > > > > On 3 Oct 2005 at 10:25, Stefansen Espen wrote: > > > Hi > > > > I'm trying to get otrs to work with virtual hosting on Linux. But so > > far i've been unsuccesful. Here's an example of what i want: - > > helpdesk.example.org -> customer.pl - admin.example.org -> > index.pl - > > faq.example.org -> faq.pl > > > > Have anyone tried this and made it work? I've tried various > things in > > my httpd.conf, but none seem to work. I'll be happy with any help. > > > > Regards > > Espen Stefansen > > Institute of Marine Research > > > > > --- > Victor R. Rodriguez > Departamento de Sistemas > Valoraciones del Mediterraneo, S.A. > --- > > > ------------------------------ > > Message: 2 > Date: Mon, 03 Oct 2005 12:10:39 +0200 > From: Roberto Giana <rgiana(a)spin.ch> > Subject: Re: [otrs] Virtual hosting and OTRS > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <4341039F.60000(a)spin.ch> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi > > You could realize it by set up the entire system under > helpdesk.example.org. Under the other virtual systems you > could just set > up some redirects. So everything runs under > helpdesk.example.org but can > be reached by using also admin.example.org or faq.example.org. > > <VirtualHost *> > ServerName helpdesk.example.org > </VirtualHost> > > <VirtualHost *> > ServerName admin.example.org > Redirect permanent / http://helpdesk.example.org/otrs/index.pl > </VirtualHost> > > <VirtualHost *> > ServerName faq.example.org > Redirect permanent / http://helpdesk.example.org/otrs/faq.pl > </VirtualHost> > > > But I'm using more often redirect statements under the same system or > better under the regular webserver: > > <VirtualHost *> > ServerName www.example.org > Redirect permanent /go/admin > http://helpdesk.example.org/otrs/index.pl > Redirect permanent /go/helpdesk > http://helpdesk.example.org/otrs/customer.pl > Redirect permanent /go/faq > http://helpdesk.example.org/otrs/faq.pl > </VirtualHost> > > So you can reach your support sites by using > www.example.org/go/helpdesk, www.example.org/go/admin or > www.example.org/go/faq. Even if www.example.org and > helpdesk.example.org > are different systems. I think both variants are memorable > for the users > but the second variant only uses one virtual host. > > > Best regards > Roberto > > > Stefansen Espen wrote: > > >Hi > > > >I'm trying to get otrs to work with virtual hosting on > Linux. But so far > i've been unsuccesful. Here's an example of what i want: > >- helpdesk.example.org -> customer.pl > >- admin.example.org -> index.pl > >- faq.example.org -> faq.pl > > > >Have anyone tried this and made it work? I've tried various > things in my > httpd.conf, but none seem to work. I'll be happy with any help. > > > >Regards > >Espen Stefansen > >Institute of Marine Research > > > > > > > >_______________________________________________ > >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? > > > > > >. > > > > > > > > > > ------------------------------ > > Message: 3 > Date: Mon, 03 Oct 2005 20:12:10 +1000 > From: "Matt Midson" <Matt.Midson(a)midson.net.au> > Subject: [otrs] Ticket State - Merged > To: <otrs(a)otrs.org> > Message-ID: <s34190ad.029(a)webservices.midson.net.au> > Content-Type: text/plain; charset="us-ascii" > > Hello, > > I was hoping that someone could help explain the default > behaviour of the > Merged Ticket State. > I have set some to this status during testing and now they > have disappeared > from queue view. > > Any best practice suggestions would be greatly appreciated. > > Thanks > > Matt > > > >

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