February 2005 - otrs - OTRS mailing lists

Question About Vhosts and Email.
by Dan Mahoney, System Admin 22 Feb '05

22 Feb '05

Hey all, quick q.... I've got my otrs address set up as "support(a)prime.gushi.org" for all emails, but my FQDN in Config.pm is "support.gushi.org" (because that's my web url for OTRS, prime.gushi.org is the actual server) Basically what happens is I get tickets coming from otrs(a)support.gushi.org, and when I reply, they bounce. My pop3 postmaster address is support(a)prime.gushi.org. Where do I change the address for the notification master? If it's FQDN, how do I change this so that the web-url in all the tickets is still "support.gushi.org" -Dan Mahoney -- "It's three o'clock in the morning. It's too late for 'oops'. After Locate Updates, don't even go there." -Paul Baecker January 3, 2k Indeed, sometime after 3AM --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

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Sorry, AgentEmail rejected because no <OTRS_CMD> found!
by Frank Cases 22 Feb '05

22 Feb '05

guys i always get this message and wondering why is that... Sorry, AgentEmail rejected because no <OTRS_CMD> found!

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Phone ticket and selecting a queue
by Anne-Mie Vandermeeren 22 Feb '05

22 Feb '05

Hi all, We've been working very nicely with this great product for a few months now, but I have another question.... When I want to enter a new Phone Ticket, the next state is empty unless I select a queue. At that moment it is filled out with the default state. Is there a way to have different default states in Phone Ticket depending on the Queue selected? I suppose there is, since the state is only filled out when the queue is selected. Can someone help me out? Anne-Mie

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Filter for spam
by Serge ALGAROTTI 22 Feb '05

22 Feb '05

Hello, we want do a filter for spam. We have read the documentation and mailing list but we doesn't understand exactly how do that. We have, on the mail server, SpamAssasin with Amavisd-new. We use pop3 to download the mail. We have create a Postmaster filter name : spam the match condition is: X-Spam-Flag Value: yes the set is: X-OTRS-Queue value : spam We have create a queue name: spam but no spam go in the spam queue. Is there someting other to do to activate the filter ? thank for your help [OTRS 1.3.2] -- Serge ALGAROTTI [http://www-cemef.cma.fr/] Ecole des Mines de Paris / CEMEF UMR CNRS 7635 [tel 04 93 95 74 02]

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Customer user drop-down
by Chris Peterson 21 Feb '05

21 Feb '05

I currently have approximately 400 - 500 customer users in my database. When an agent tries to open a phone ticket, however, it appears that only 150 of these users appear in the user drop-down menu. I'm not sure why this is being capped. Is there any way to remove this limit? Christopher J. Peterson Compulit, Inc (616) 285-9590 cpeterso(a)compulit.com

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A possible solution to mod_perl2 problems under Apache2 (Debian)
by victor.rodriguez＠valmesa.es 21 Feb '05

21 Feb '05

Hi! I've read in the archives of this list that people has had some weird problems with Apache2+mod_perl2, if version is newer than 1.99_12. After a lot of trial and error (I'm not an Apache2 or mod_perl2 expert), I've found some config settings that just make OTRS work with mod_perl without problems (at least under my environment). I post them here to help others to set it up, as this list archives have helped me a lot setting up OTRS ;) My environment is: - Debian Sarge (unstable), updated almost every week - Apache2 v2.0.52 - mod_perl2 v1.999.20 - perl v5.8.4 - I've used a virtualhost, as this Apache is also used for other tasks. The configuration is included via a symlink in /etc/apache2/sites-enabled so it is loaded when Apache2 starts. - Sessions are stored in FS, because the service is configured in High Availability via DRBD (seems to work). Config files: otrs.conf --- Perlrequire /usr/share/otrs/otrs-startup.pl PerlModule Apache::Reload PerlInitHandler Apache::Reload 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 RedirectMatch ^/agentes$ http://soporte.valmesa.net/otrs/index.pl RedirectMatch ^/agentes/$ http://soporte.valmesa.net/otrs/index.pl </Directory> # Valores posibles: 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> --- End otrs.conf --- otrs-startup.pl (apache2-startup.pl in OTRS doc's) Note: I'll put here only the important parts! --- # TAKE CARE: this one is set to /opt/otrs by default in the Debian package!! use lib "/usr/share/otrs/"; #Path to lib's Apache2 y Apache:compat (it's a MUST to avoid weird problems!!) use lib "/usr/lib/perl5/Apache2/"; #use CGI (); CGI->compile(':all'); use CGI (); CGI->compile(':cgi'); use CGI::Carp (); #use Apache (); use Apache2; #This seems to have done the trick to make it work! use Apache::compat; use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs', 'MyOtrsUser', 'MyPass'); use DBI (); use DBD::mysql (); --- End otrs-startup.pl Maybe the problems with mod_perl2 are related to some changes that must be done to the OTRS code due to the changes introduced by mod_perl2? At least that's what "use Apache::compat;" seems to say. Anyway, it's a great app ;) Hope this helps. Regards! --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---

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(no subject)
by Mike 20 Feb '05

20 Feb '05

Hello, I'm having numerous of problems installing otrs on FreeBSD 4.10-RELEASE-p5. First of all, reading the documentation i saw this line: cd Kernel/Config/ for foo in *.dist; do cp $foo `basename $foo .dist`; done I can't figure it out. What does it mean? Since, it are variables, where do i have to change it to? Thanks, Mike -- This e-mail and any attachment(s) may contain confidential and priveleged material intended for the addressee only. If you are not the addressee, you are notified that no part of the e-mail or any attachment(s) may be disclosed, copied or redistributed, and that any other action related to this e-mail or attachment(s) is strictly prohibited, and may be unlawful. If you have received this e-mail by error, please notify the sender immediately by return e-mail, and delete this message. Rack Project, it's subsidiaries and/or it's employees shall not be liable for the incorrect or incomplete transmission of this e-mail or any attachment(s), nor responsible for any delay in receipt.

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Max Attachment Size
by Nav Dhunay 20 Feb '05

20 Feb '05

Hello. I've got OTRS running on a Windows 2003 Server. I've been doing some testing with attachments, and what I've found is that OTRS is stripping attachments that are larger than 700 KB. Anyone have an idea on how I can increase that limit, or where it is set? Nav

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Locking and bug
by Frank Cases 19 Feb '05

19 Feb '05

Can someone explain how locking works.. ? right now if we reply to a ticket it locks automatically.. >From what i understand that means they CANT send other emails till unlocked.. because everytime thye do they can a bounce with some otrs error in it ?

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debian /mod_perl/ performance
by Christian Lox 19 Feb '05

19 Feb '05

Hi! I just installed OTRS on a Debian 3.1 machine. Mod_perl should be installed but our impression is, that this installation is way more slow than the recent installations which were on SuSE. I guess the included config file (attached) does not make use of mod_perl? If I uncomment for example the directive Apache (Apache/2.0.53 (Debian GNU/Linux) mod_perl/1.999.20 Perl/v5.8.4) won't start aynmore: [Sat Feb 19 17:50:14 2005] [error] Can't locate Kernel/Config/Defaults.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at Kernel/Config.pm line 118.\nBEGIN failed--compilation aborted at Kernel/Config.pm line 118.\nCompilation failed in require at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27.\nBEGIN failed--compilation aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27.\nCompilation failed in require at (eval 2) line 1.\n [Sat Feb 19 17:50:14 2005] [error] Can't load Perl file: /usr/share/otrs/scripts/apache2-perl-startup.pl for server mambo.netzwerkplanet.com:0, exiting... The config file looks like this: # -- # added for OTRS (http://otrs.org/) # -- # agent, admin and customer frontend ScriptAlias /otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # load all otrs modules #Perlrequire /usr/share/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl # SetHandler perl-script # PerlHandler ModPerl::Registry Options +ExecCGI # PerlOptions +ParseHeaders </Location> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 Any help appreciated! Thanks, Christian

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