December 2005 - otrs - OTRS mailing lists

RE: [otrs] MySQL Max Packet Size
by Seigafuse, Mike 16 Dec '05

16 Dec '05

Try something like this in /etc/my.cnf [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock set-variable = max_allowed_packet=32M You may also need to adjust the otrs config variables to match (example from 1.3.2): $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 8; -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Varsani, Rajendrakumar (PSD) Sent: Friday, December 16, 2005 9:09 AM To: User questions and discussions about OTRS.org Subject: [otrs] MySQL Max Packet Size Apologies for asking a MySQL question, but it's what we use on the back end of OTRS 1.2.3. How do we set the MaxPacketSize to be greater than the default 1Mb and persist after bootup? Otherwise, anything over 1Mb gets stuck in the Mailbox. We did increase it but on a recent reboot, it's defaulted to 1Mb again. Sorry, I'm not a MySQL nor a Linux expert. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. _______________________________________________ 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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MySQL Max Packet Size
by Varsani, Rajendrakumar (PSD) 16 Dec '05

16 Dec '05

Apologies for asking a MySQL question, but it's what we use on the back end of OTRS 1.2.3. How do we set the MaxPacketSize to be greater than the default 1Mb and persist after bootup? Otherwise, anything over 1Mb gets stuck in the Mailbox. We did increase it but on a recent reboot, it's defaulted to 1Mb again. Sorry, I'm not a MySQL nor a Linux expert. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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RE: [otrs] postmaster.pl problem
by André Hirschi 16 Dec '05

16 Dec '05

Hi Eric No, the only thing French about me is my name :) Stuart is right, it is run like a shell script. Looks like it does ignore the first entry of the perl script. So I changed the .procmailrc entry from | $SYS_HOME/bin/PostMaster.pl to | "perl $SYS_HOME/bin/PostMaster.pl" This way it would work, but it is using the default perl installed on the system, and older version. Then I tried to use the absolute path to my perl version | "/path/to/perl $SYS_HOME/bin/PostMaster.pl" but that ain't working either. I'm really stuck at the moment :/ Regards André -------------------------------------------------------------------------- André Hirschi Phone direct : +41 44 366 88 43 Seclutions AG Phone operator : +41 44 366 88 00 Ottikerstrasse 59 Fax : +41 44 366 88 99 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com Switzerland WWW : http://www.seclutions.com -------------------------------------------------------------------------- Seclutions - high security made simple -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Voisard Sent: Mittwoch, 14. Dezember 2005 16:34 To: User questions and discussions about OTRS.org Subject: RE: [otrs] postmaster.pl problem Hello André, (french speaker?) I'm running otrs on Solaris 9 here (but the installation isn't finished yet). First, I think Stuart is right, it's like if PostMaster.pl was ran as a Bourne shell script. Try to replace the #!/usr/bin/perl shebang with #!/bin/sh and then run PostMaster.pl from the command line: you'll get the same error messages... Note that if there is no shebang in the first line, current shell will be used... Note that as otrs' unix target is Linux, most of the problems I got so far here were due to scripts containing incorrect paths and some non-solaris commands syntax. I.e. I had to make some modifications in the Cron.sh script which installs the cron jobs to make it work on Solaris. About emails: for outgoing mails I'm using the local sendmail, and I will use (not done already) the POP3 interface for the incoming mail because I think it's simplier to administer... Yours, Eric At 14:21 14.12.2005, you wrote: >I forgot to add the fact that the attached log file is the >procmail-2005-12.log. The first line does correspond to the systems >perl binary, not the default one, but the path is correct. > >Regards >André > > >-------------------------------------------------------------------------- >André Hirschi Phone direct : +41 44 366 88 43 >Seclutions AG Phone operator : +41 44 366 88 00 >Ottikerstrasse 59 Fax : +41 44 366 88 99 >8006 Zuerich Email : mailto:andre.hirschi@seclutions.com >Switzerland WWW : http://www.seclutions.com >----------------------------------------------------------------------- >--- Seclutions - high security made simple > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Stuart Caie >Sent: Mittwoch, 14. Dezember 2005 10:56 >To: User questions and discussions about OTRS.org >Subject: Re: [otrs] postmaster.pl problem > >Looks like PostMaster.pl is being run as a shell script instead of perl. >Check that the first line of PostMaster.pl corresponds to your perl binary. > >Regards >Stuart > >On Wed, 2005-12-14 at 07:42, Andr? Hirschi wrote: > > Good morning > > > > I installed the latest release of OTRS on a Solaris 8 machine with > > Perl > 5.8.7. Everything works fine so far, except for the receiving mails part. > I configured it to use procmail as described in the doc. The test `cat > testemail | ./PostMaster.pl is successful. But when incoming mails are > piped into PostMaster.pl I have the following in the logs (and the > mails do not show up in the queue, obviously): > > > > procmail: [9063] Wed Dec 14 08:28:05 2005 > > procmail: Locking > "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > > procmail: Assigning > > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.200 > > 5-12" > > procmail: Opening "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12" > > procmail: Unlocking > "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > > procmail: Couldn't determine implicit lockfile from > "/usr3/prod/scotty/otrs/otrs /bin/PostMaster.pl" > > procmail: Locking ".lock" > > procmail: Executing "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: use: not found > > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: syntax error at line > > 25: `(' unex pected > > procmail: Program failure (2) of > "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > procmail: Assigning > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > procmail: Unlocking ".lock" > > procmail: Locking "/var/mail/otrs.lock" > > procmail: Assigning "LASTFOLDER=/var/mail/otrs" > > procmail: Opening "/var/mail/otrs" > > procmail: Unlocking "/var/mail/otrs.lock" > > >From ahirschi(a)seclutions.com Wed Dec 14 08:28:05 2005 > > Subject: test > > Folder: > /var/mail/otrs 2431 > > procmail: Notified comsat: "otrs@3708:/var/mail/otrs" > > > > use: not found and a syntax error at line 25. Which "use" is it > referencing to? use FindBin? The module is there, I checked that, > permissions are correct. > > > > Any suggestions what I could try will be appreciated. > > > > Kind regards > > Andr? > > > > -------------------------------------------------------------------------- > > Andr? Hirschi Phone direct : +41 44 366 88 43 > > Seclutions AG Phone operator : +41 44 366 88 00 > > Ottikerstrasse 59 Fax : +41 44 366 88 99 > > 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > > Switzerland WWW : http://www.seclutions.com > > -------------------------------------------------------------------- > > -- > > ---- Seclutions - high security made simple > > _______________________________________________ > > 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 f?r Ihr OTRS System? > > > http://www.otrs.de/ > >_______________________________________________ >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/ >_______________________________________________ >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/ _______________________________________________ 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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free text fields in Articles?
by Esteban Rolando 15 Dec '05

15 Dec '05

I want to use free text fields in Articles/Notes as I do in Tickets. I noticed that the Article table already have the fields in it, but the code is just not there to use them. Is this under development? Has anyone developed the code to use them? I just don't want to invent the wheel again....! Thanks! Esteban Buenos Aires, Argentina

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Permission Problem
by Hugo Lousa 15 Dec '05

15 Dec '05

Hi all, I got a problem and searched for solutions on google and i didnt find it. On Root Panel, when i click on Admin => Admin Packages, it throws the message: Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! I already runned the permissions script but it didnt solve my problem. Any ideia? OS: Debian 3.1 DB: PostgreSQL 7.4.7 OTRS 2.0.3

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Ticket owner must be the queue owner
by Priya b 15 Dec '05

15 Dec '05

hi ...Plz help me.. I have 2 big issues .... 1. After i move a ticket from one queue to another queue,i want that queue owner must be ticket owner. Now i m doing this manualy through "Change Owner " link. I want it to be automaticaly done .... If any one has idea @this ...plz Help me.? 2. When agent want to search something, he must be able to search for his own tickets or the tickets in his own queue. Can i do this?(as now any agent can see any others tickets...it will be problematic afterwords).. SO plz help me out..

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RE: [otrs] PostMasterPOP3 error , please help![Scanned]
by Danie Theron 15 Dec '05

15 Dec '05

How does the process id lock work exactly? Is there a way to set the default PID unlock to less (/Kernel/System/PID.pm?). Is there ANYONE that maybe has/had the same problem. Really a head scratcher , any help would be greatly appreciated. TIA > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 14 December 2005 12:35 PM > To: otrs(a)otrs.org > Subject: [otrs] PostMasterPOP3 error , please help![Scanned] > > Hi , > > I am getting the following error , what baffles me is when I try and > kill the process ID , it's not even there. > > "Can't create PID PostMasterPOP3, because it's already running" > > I did a search on the archives , I didn't add any new funny rules or > anything. It also seems the -f option no longer works :( > > Please help , I'm in dire need. > > Regards , > > Danie Theron > > > It is common knowledge that there are three sides to the force: the > light side, the dark side, and Chuck Norris. > > > ------------------------------------------------------------------------ > ---- > 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 - 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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SysConfig Error
by David Kreuz 15 Dec '05

15 Dec '05

Hi, when using OTRS 2.0.4 on RedHat (with Postgres 7.4.8 backend), I have been experiencing a problem with OTRS' SysConfig. When I want to update eg. "Config Options: Ticket -> Frontend::Agent", I get the error message "Message: Can't write ConfigItem!", which appears on line 130 of Kernel::Modules::AdminSysConfig::Run. In error log I can find also a "Message: Need Value!" error message, which is caused on line 360 of Kernel::System::Config::ConfigItemUpdate. Because I cannot find any satisfactory answer on google, I want to ask you, if anyone of you met error like this and what should be the reason of it? Thanks in advance, David

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RE: [otrs] postmaster.pl problem
by André Hirschi 14 Dec '05

14 Dec '05

I forgot to add the fact that the attached log file is the procmail-2005-12.log. The first line does correspond to the systems perl binary, not the default one, but the path is correct. Regards André -------------------------------------------------------------------------- André Hirschi Phone direct : +41 44 366 88 43 Seclutions AG Phone operator : +41 44 366 88 00 Ottikerstrasse 59 Fax : +41 44 366 88 99 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com Switzerland WWW : http://www.seclutions.com -------------------------------------------------------------------------- Seclutions - high security made simple -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Stuart Caie Sent: Mittwoch, 14. Dezember 2005 10:56 To: User questions and discussions about OTRS.org Subject: Re: [otrs] postmaster.pl problem Looks like PostMaster.pl is being run as a shell script instead of perl. Check that the first line of PostMaster.pl corresponds to your perl binary. Regards Stuart On Wed, 2005-12-14 at 07:42, Andr? Hirschi wrote: > Good morning > > I installed the latest release of OTRS on a Solaris 8 machine with Perl 5.8.7. Everything works fine so far, except for the receiving mails part. I configured it to use procmail as described in the doc. The test `cat testemail | ./PostMaster.pl is successful. But when incoming mails are piped into PostMaster.pl I have the following in the logs (and the mails do not show up in the queue, obviously): > > procmail: [9063] Wed Dec 14 08:28:05 2005 > procmail: Locking "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > procmail: Assigning > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.200 > 5-12" > procmail: Opening "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12" > procmail: Unlocking "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > procmail: Couldn't determine implicit lockfile from "/usr3/prod/scotty/otrs/otrs /bin/PostMaster.pl" > procmail: Locking ".lock" > procmail: Executing "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: use: not found > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: syntax error at line > 25: `(' unex pected > procmail: Program failure (2) of "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > procmail: Assigning "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > procmail: Unlocking ".lock" > procmail: Locking "/var/mail/otrs.lock" > procmail: Assigning "LASTFOLDER=/var/mail/otrs" > procmail: Opening "/var/mail/otrs" > procmail: Unlocking "/var/mail/otrs.lock" > >From ahirschi(a)seclutions.com Wed Dec 14 08:28:05 2005 > Subject: test > Folder: /var/mail/otrs 2431 > procmail: Notified comsat: "otrs@3708:/var/mail/otrs" > > use: not found and a syntax error at line 25. Which "use" is it referencing to? use FindBin? The module is there, I checked that, permissions are correct. > > Any suggestions what I could try will be appreciated. > > Kind regards > Andr? > > -------------------------------------------------------------------------- > Andr? Hirschi Phone direct : +41 44 366 88 43 > Seclutions AG Phone operator : +41 44 366 88 00 > Ottikerstrasse 59 Fax : +41 44 366 88 99 > 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > Switzerland WWW : http://www.seclutions.com > ---------------------------------------------------------------------- > ---- Seclutions - high security made simple > _______________________________________________ > 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 f?r Ihr OTRS System? > > http://www.otrs.de/ _______________________________________________ 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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So sorry, forgot title 'FAQ Query'
by Varsani, Rajendrakumar (PSD) 14 Dec '05

14 Dec '05

Hello, We're running version 1.2.3 Is there anyway of getting hyperlinks to work in the OTRS FAQ section? Or linking in documents? I think not. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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