June 2005 - otrs - OTRS mailing lists

RegExp for PostMaster Filter
by Cogley, Rick 16 Jun '05

16 Jun '05

Hi - I am using OTRS 2.0b2, and would like to get a couple hints on using regular expressions in the postmaster filter GUI interface. ==== Match: Header 1 - Subject .... Value: ?????? ==== Set: Header 1 - X-OTRS-Priority ... Value: Urgent If I want to check a subject line for the string 911 or 119, what regexp should I use? Would it be something like: ^.*(911|119).* ? If someone could kindly give me a sample, that would be wonderful. Thanks so much. Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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Problem with searching and Agent/Owner
by Ken Kilgore 16 Jun '05

16 Jun '05

When I go to do a search only some of my Agent/Owner's show up. I have 6 and I only see 3 of them. Any idea what the problem is? Thank you, Ken Kilgore

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Queue / Sub-Queue Mail Problem
by Cogley, Rick 16 Jun '05

16 Jun '05

Hello - I'm using OTRS 2.0.0b2, with all mail for a domain "mydomain.com" being sent to the otrs user on my Fedora Core 3 box. I have the .procmailrc file in the otrs home directory, and have tested that all mail for the domain does indeed get piped into OTRS. My understanding from reading the manual is that you can just assign an OTRS system address such as acme-support(a)mydomain.com to a queue, and mails to the address will go into the queue. However, this is not happening correctly for me, and, I saw this same problem cited in an old mailing list mail. I set up a sample set of queues - Acme Inc. --- Acme Support --- Acme Projects I assigned system addresses I created (acme-support@ and acme-projects@) to the sub queues, and the default otrs(a)mydomain.com to the parent. When I send mails to the sub-queue addresses, the mails get stuck in the parent queue. I can reassign them to the subqueues, but would rather not have to. I tried creating a simple postmaster filter matching just the full address acme-support(a)mydomain.com and sending to the related support sub queue, but this has no apparent effect. I hope someone can help. Please advise and thank you! Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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problem attaching ms word documents
by Kevin Kasner 16 Jun '05

16 Jun '05

Hi All, My system seems to be eating M$ Word attachments (.doc) Other types of attachments come in fine. Below is from my procmail log when a mail with a .doc is received. Any ideas on what to check would be greatly appreciated! <rather long log snipppit - sorry.> procmail: Executing "/opt/otrs/bin/PostMaster.pl" DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 376. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (861, ?, current_timestamp, 1, current_timestamp, 1)' Traceback (17577): Module: Kernel::System::Ticket::ArticleWritePlain (v1.19.2.1) Line: 145 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 281 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 436. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'SELECT content_path FROM article WHERE id = 861' Traceback (17577): Module: Kernel::System::Ticket::ArticleGetContentPath (v1.19.2.1) Line: 452 Module: Kernel::System::Ticket::ArticleAttachmentIndex (v1.19.2.1) Line: 269 Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 166 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 474. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 436. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'SELECT filename, content_type, content_size FROM article_attachment WHERE article_id = 861 ORDER BY id' Traceback (17577): Module: Kernel::System::Ticket::ArticleAttachmentIndex (v1.19.2.1) Line: 279 Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 166 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 474. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket/ArticleStorageDB.pm line 303. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 376. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'INSERT INTO article_attachment (article_id, filename, content_type, content_size, content, create_time, create_by, change_time, change_by) VALUES (861, 'file-1', 'text/plain\; charset=US-ASCII', '178', ?, current_timestamp, 1, current_timestamp, 1)' Traceback (17577): Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 201 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 436. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'SELECT content_path FROM article WHERE id = 861' Traceback (17577): Module: Kernel::System::Ticket::ArticleGetContentPath (v1.19.2.1) Line: 452 Module: Kernel::System::Ticket::ArticleAttachmentIndex (v1.19.2.1) Line: 269 Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 166 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 474. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 436. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'SELECT filename, content_type, content_size FROM article_attachment WHERE article_id = 861 ORDER BY id' Traceback (17577): Module: Kernel::System::Ticket::ArticleAttachmentIndex (v1.19.2.1) Line: 279 Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 166 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 474. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket/ArticleStorageDB.pm line 303. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 376. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'INSERT INTO article_attachment (article_id, filename, content_type, content_size, content, create_time, create_by, change_time, change_by) VALUES (861, 'Existing System - Sketch #1.doc', 'application/msword\; name="Existing System - Sketch #1.doc"', '1096192', ?, current_timestamp, 1, current_timestamp, 1)' Traceback (17577): Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 201 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 procmail: [17572] Thu Jun 16 10:54:58 2005 procmail: Assigning "LASTFOLDER=/opt/otrs/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Notified comsat: "otrs@:/opt/otrs/bin/PostMaster.pl"

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RE: [otrs] Please need HELP...
by Philippe Roth 16 Jun '05

16 Jun '05

Dear Peter and All, Thank you for your last message. Finaly, when making all the investigations I could, the result is that the problem doesn't come from the upgrade... But from the database itself... The database under our production OTRS is OK, but when we make a dump of the database and import it in an other instance of OTRS, then the message Erreur: Need SystemAddressID! Appears. And, finaly, it's not only when making a queue a subqueue of another, but when trying to modifiy any option of any queue (name, subqueue, group, options and so on...). I think our database is corrupted {:o( Maybe the problem is the way I make the dumps... I use mysqldump --add-drop-table -u root -p otrs > otrs.bkp Do you have any way idea or way to recover our database??? Many thanks in advance for any light, Philippe Roth

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OTRS Competitors?
by Owen Stenseth 16 Jun '05

16 Jun '05

I have been asked to determine what trouble ticket system we should use to replace our aging in house version. We have installed OTRS but are concerned with the speed of the system even usint Apache::Registry. I need to look at other alternatives before we make the decision to replace our system with OTRS. Can anyone point me to any other trouble ticket systems that are comparible to OTRS? Thanks, Owen

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RE: [otrs] OTRS - FAQ Append vs Overwrite
by Cogley, Rick 16 Jun '05

16 Jun '05

Great - thanks! Best Regards, Rick -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jan Marien Sent: Thursday, June 16, 2005 6:29 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS - FAQ Append vs Overwrite On 6/16/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: > Greetings list - > > Just wondering: is there a setting for use in Config.pm that allows > you to change the default behavior of the FAQ selection process in > ticket zoom, where you get the popup and choose a FAQ article from the > list to enter into your ticket response. The default seems to be to > overwrite the whole ticket response body, which without notice is a > bit disconcerting if you have written something in the response, and > think "oh, and I'll add that FAQ article in here too." > There is probably no way of doing this the config.pm file, but you can change the code in one of the template files. I looked at the CVS code, and there it is in otrs/Kernel/Output/HTML/Standard/FAQ.dtl search for: (line 160) parent.opener.document.compose.Body.value = document.spelling.Body.value parent.opener.document.compose.Subject.value = document.spelling.Title.value replace with: parent.opener.document.compose.Body.value = parent.opener.document.compose.Body.value + document.spelling.Body.value It will add the FAQ item at the end of the original message, and leave the the subject as it was (to not confuse the customer). It is not tested, but as it is only a small javascript change. no big doubts about it ;-) Greetings, Jan Marien _______________________________________________ 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] is it possible to connect two OTRS systems?
by Peter van Beugen 16 Jun '05

16 Jun '05

Why not one OTRS system, with different queues and (system) e-mail adresses? I use one OTRS-system for 4 different clients and each client has its own (system)e-mail adressen, POPs different support adresses, has 3-8 different queues and 5-25 users. The only "seperating-problem" is the FAQ system, because the FAQs cannot be seperated (=linked to groups) unfortunately like queues and users can. But when you can share the FAQs, don't use the FAQs, of doen't matter that FAQs can be seen by the different company agents, I don't see any obstacle to use 1 OTRS system. Then you can simply move tickets to different queues etc etc without all the hassle. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Moritz Bunkus Verzonden: donderdag 16 juni 2005 12:54 Aan: otrs(a)otrs.org Onderwerp: Re: [otrs] is it possible to connect two OTRS systems? Hey, On Thursday 16 June 2005 12:30, Victor Rodriguez Cortes wrote: > Why would you need to "connect" two OTRS servers? Is there any real > situation where this thing would be practical? We have very close ties to four other companies. Although each has its own IT systems (and that won't change ) we often include those companies in each other's projects. But the support is still done by the company that has started that project. However, often enough such support calls will get bounced to another company, and it would be extremely useful if the tickets could be migrated to that company's OTRS system. Otherweise each user would have to have an account in each company's OTRS system and check all those on a regular basis -- not something that's easily done during the usual day to day work. Regards, Mosu -- LINET Services GbR Gotenweg 15 Tel.: 0531-280 191 71 38106 Braunschweig Fax.: 0531-280 191 72 http://www.linet-services.de info(a)linet-services.de

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is it possible to connect two OTRS systems?
by Moritz Bunkus 16 Jun '05

16 Jun '05

Hey, a colleague of mine thinks that it is possible to connect two different OTRS systems, e.g. those of two companies. The idea is that tickets can be moved from one system to the other. Unfortunately I haven't found anything about that in the docs, nor in the mailing list archives. So I guess this isn't possible, and my colleague was wrong. So. Is this possible? If yes, where can I read more about it? Thanks, Mosu -- LINET Services GbR Gotenweg 15 Tel.: 0531-280 191 71 38106 Braunschweig Fax.: 0531-280 191 72 http://www.linet-services.de info(a)linet-services.de

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AW: [otrs] is it possible to connect two OTRS systems?
by Kaiser Dr., Thomas (LfStaD) 16 Jun '05

16 Jun '05

Hello, IMHO it should be possible, if the TicketHook Values are different, like TicketNr: TN: We are investigating in an coupling with a commercial product. Has anybody experiences with HP CTS? Thomas -----Ursprüngliche Nachricht----- Von: Victor Rodriguez Cortes [mailto:victor.rodriguez@valmesa.es] Gesendet: Donnerstag, 16. Juni 2005 12:31 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] is it possible to connect two OTRS systems? On 16 Jun 2005 at 9:11, Moritz Bunkus wrote: > Hey, > > a colleague of mine thinks that it is possible to connect two > different OTRS systems, e.g. those of two companies. The idea is that > tickets can be moved from one system to the other. Unfortunately I > haven't found anything about that in the docs, nor in the mailing list > archives. So I guess this isn't possible, and my colleague was wrong. > > So. Is this possible? If yes, where can I read more about it? Why would you need to "connect" two OTRS servers? Is there any real situation where this thing would be practical? Maybe you can do something using the $Self->{SystemID}, but as tickets from each system reference to customers and agents from each one, I don't think that you could "import" tickets from one OTRS server into another without screwing something on them... Regards, --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. --- _______________________________________________ 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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