October 2005 - otrs - OTRS mailing lists

RE: Queues does not receive email messages - Solved
by Stelios Maistros 23 Oct '05

23 Oct '05

Yassou Christian :-) (very perceptive of you ..) Right !! I used option #3, using dovecot imap/pop server which is included in Fedora 4 and then I setup pop. I had to create a directory called mail in /opt/otrs because initially dovecot complained that it could not find its MAIL environment, I am assuming in order to do its indexing, etc. Then it worked as advertised. However, can you explain option #2 ( the one executing Postmaster.pl for a local address ?) if you have a few minutes ? I tried to run Postmaster manually: ./Postmaster.pl -q queuename But it simply hanged waiting for input. How would it work for what you are suggesting ? Thanks for your help ! Stelios ///////////////////// >My first thought is some type of permission problem but the .forward >confuses me. There is no .forward anywhere in the system. If I understand right, you want to bring the new mails directly with your sendmail configuration into the ticket system. But OTRS isn't able to recive mails directly, you have to use procmail or maildrop for the local delivery and these MDA's have to execute the PostMaster.pl module for the transport of the new messages into OTRS. You have two possibililies now: 1) Install a proper .procmailrc file into /opt/otrs if the local MDA is procmail. There is a .procmailrc.dist already in /opt/otrs. 2) Configure a local mail address or alias that executes PostMaster.pl if a mail is received for this address. Or, and that is the easiest thing to configure, fetch all incomming messages from a pop3 server. pop3 accounts can e configured in the admin interface of OTRS or you can use fetchmail. See also http://doc.otrs.org/2.0/en/html/c1216.html for further information. >Stelios Best regards, Christian

2 1

Queues does not receive email messages
by Stelios Maistros 22 Oct '05

22 Oct '05

Hello, My test installation is otrs 2.0.3, on a fully patched Fedora 4, sendmail 8.13.4, apache 2, mysql 4.1.14 It installed w/o any problems, it passed the Postmaster.pl script test, I created a test user, and generally I followed the installation instructions regarding permissions, cronjobs, etc. Otrs can send messages but incoming messages do not load into any of the queues. Instead the messages remain in /var/spool/mail/otrs The sendmail log shows these entries when it processes email received for otrs(a)myhostname.mydomain Oct 21 15:21:55 frodo sendmail[27499]: j9LCLtGA027498: forward /opt/otrs//.forward.frodo: Group writable directory Oct 21 15:21:55 frodo sendmail[27499]: j9LCLtGA027498: forward /opt/otrs//.forward: Group writable directory My first thought is some type of permission problem but the .forward confuses me. There is no .forward anywhere in the system. Thanks in advance for your help. Stelios

2 1

Win32 OTRS 2.0.2 Backup with ArticleStorageFS
by Mike Quan 21 Oct '05

21 Oct '05

Hello, I've installed OTRS 2.0.2 Win32 on Windows XP and have changed the storage mechanism to use ArticaleStorageFS instead of ArticleStorageDB. How can I do regular backups of the system and all important configuration and content in Win32? What directories are the Articles stored in the file system? All of the backup/restore documentation seem to be cateered to non-Windows platforms. Thanks, Mike __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com

2 2

Re-register of content_disposition
by John D. Morris 20 Oct '05

20 Oct '05

Hello, I am getting an error when I try to connect to OTRS now. My web browser reports an internal server error, and the apache error log indicates the following: Re-register of content_disposition at D:/OTRS/Perl/site/lib/Apache2/Reload.pm line 158\nCompilation failed in require at D:/OTRS/Perl/site/lib/Apache2/Reload.pm line 158.\n Any ideas what could be causing this? -John

1 0

PostmasterPOP3.pl hanging
by Danie Theron 20 Oct '05

20 Oct '05

Hi , hopefully someone will answer my dilemma... I ran the PosmasterPOP3.pl script manually to retrieve some mails , but now I'm getting errors when the cron job runs that it is already running! Wed Oct 19 16:10:23 2005 notice OTRS-PM3-10 Can't create PID PostMasterPOP3, because it's already running (192.168.135.111/17907)! How do I manually stop the script/process? I tried restarting otrs /etc/init.d otrs restart , but that didn't solve the problem. Please help! -- Regards , Danie Theron -------------------------------------------------------------------

2 5

DB
by Luca Tebaldi 19 Oct '05

19 Oct '05

Hi, how I can empty the db of the ticket after the tests? bye Luca --

2 2

Converting OTRS mysql myISAM to innodb?
by Mathew Davies 19 Oct '05

19 Oct '05

We have been using otrs with mysql for about 6 months and some of the tables like article_attachment & article_plain are around 500MB this means at some point we are going to hit the 2GB file limit in myISAM that our mysql database is using. I believe the best fix for this will be to convert to a mysql innodb database are there and issues with doing this and any guides available? Or is there another solution to this problem? thanks Mathew Davies Interactive Prospect Targeting Ltd ---------------------------------------------------------------------- This message has been scanned for viruses and dangerous content by IPT MailScanner, and is believed to be clean. Interactive Prospect Targeting http://www.ipt-ltd.co.uk/ ---------------------------------------------------------------------- ________________________________________________________________________ This e-mail has been scanned for all viruses by Star. The service is powered by MessageLabs. For more information on a proactive anti-virus service working around the clock, around the globe, visit: http://www.star.net.uk ________________________________________________________________________

1 0

Signature above message when replying
by Michael Bush 19 Oct '05

19 Oct '05

After upgrading from otrs 1.3.2 to 2.0.3, our signatures are no longer above the ticket messages when replying. The code below worked find in our Config.pm file for otrs 1.3.2: # ms_style $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; Please advise on how to fix. Thanks, Michael Bush

2 2

Re: [otrs] wide character
by thezor＠tlen.pl 18 Oct '05

18 Oct '05

> hey > > Im pretty new to OTRS and already i have a problem. > When Im sending emails with polish characters i got: > Software error: > > Wide character in subroutine entry at (eval 83) line 1. > > I noticed that its happening when im putting chars like: "ł". I've got ver. 1.3.2 with configs: > > $Self->{DefaultLanguage} = 'pl'; > $Self->{DefaultCharset} = 'UTF-8'; > > mysql with general encoding in utf > and locale in pl_PL.UTF8 > > what could be wrong? > me again also i noticed this error: Wide character in subroutine entry at ../..//Kernel/System/AuthSession/IPC.pm line 252. when im trying to logon (person who owns this login has 'ń' in his surname). any ideas? regards wojtek

1 1

More questions.
by Charles G Lambrecht/HOSPOPS/VET/UTIA 18 Oct '05

18 Oct '05

Thanks for the info on pop accounts. I decided I didn't want to enable pop. I ended up creating new users in the same group as otrs. I copied over the .procmailrc from the otrs user. I modified one line that called the postmaster.pl module to be a hard coded path instead of the $syshome. It works so I'm happy. I have a problem/question about agent access to queues. I created an agent for a queue. If I give them minimal access, they can't see the ticket. For instance, I only gave them ro and create ticket for a queue. If I log in as the agent, I can see I have one ticket, but when I click on the number, I get a blank page. Generally, I have to give rw to the agent before they can get anything done. Is this typical? I have 2 agents for one particular queue and I dont' want them giving away their tickets... Also, I turned on LDAP auth for my customer frontend. I can auth (the sys log says so), but if I haven't created a customer entry, I get the message "Panic! No User Data!!" on the login screen. Do I really have to create a customer entry first before they can log in??? Once I created a stub account, I could log in. Also, the ability for the customer to create their own account disappeared off the login screen when switching to LDAP. Is this not possible when using ldap? Thanks! , Charles ---------------------------------------------------------------------- Charles Lambrecht Manager - Computer Operations cgl(a)utk.edu (865) 974-5742 University of TN College of Veterinary Medicine "Knowledge, Compassion, Discovery" ----------------------------------------------------------------------

1 0