July 2005 - otrs - OTRS mailing lists

how to change
by nsaliza＠nc.com.my 13 Jul '05

13 Jul '05

please help me. ticket was already open by customer and the status is new. but we already post new update to that ticket but the status is still new. why it's not change to open. and how do i change it as open. thank you

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UTF-8
by ml＠charliesangels.biz 13 Jul '05

13 Jul '05

Hi list, a lot of our customers receive Mail delivery errors from OTRS: [...] > Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 100. > Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 100. [...] Is there any way to tell OTRS to not send this kind of error reports ? The mails are delivered to OTRS. Thanks and regards Sascha

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Ticket Age data
by sharif islam 12 Jul '05

12 Jul '05

Which tables stores the ticket age? I am interesting in the closing time and how long the ticket stayed in the queue. I tried time_accountiung and ticket_history. mysql> select * from time_accounting where ticket_id=197; +----+-----------+------------+-----------+---------------------+-----------+---------------------+-----------+ | id | ticket_id | article_id | time_unit | create_time | create_by | change_time | change_by | +----+-----------+------------+-----------+---------------------+-----------+---------------------+-----------+ | 64 | 197 | 472 | 1 | 2004-08-13 10:30:55 | 10 | 2004-08-13 10:30:55 | 10 | +----+-----------+------------+-----------+---------------------+-----------+---------------------+-----------+ 1 row in set (0.00 sec) mysql> select id, ticket_id, create_time, change_time from ticket_history where id=1815; +------+-----------+---------------------+---------------------+ | id | ticket_id | create_time | change_time | +------+-----------+---------------------+---------------------+ | 1815 | 197 | 2004-08-12 11:42:58 | 2004-08-12 11:42:58 | +------+-----------+---------------------+---------------------+

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Installation error - otrs v2-beta4
by Ivica Mustapic 12 Jul '05

12 Jul '05

Hi there, I have just installed OTRS v2-beta4 on Fedora 3. Installation looked normal but OTRS would not connect. Database was created OK. OTRS user can access DB. Permissions look OK. After running CheckDB.pl following error was reported: Invalid argument at /opt/otrs/Kernel/System/Log.pm line 79, <PRODUCT> line 4. Any ideas? Ivica

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Help please
by mbesponga＠greendot.com.ph 12 Jul '05

12 Jul '05

Hello! I am new to OTRS. My intention is when the Ticket is already "closed successfully" by an agent, once the customer make a follow up, he should not receive any reply just notification that his ticket is already closed and he will receive new Ticket. But other way around happened. The OTRS Admin Account opened the ticket even the Ticket was successfully closed. What do I need to configure? Your help is highly appreciated. Regards, Len

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Automatically send a new ticket autoreply to a cc adress
by Alessio Tosi 11 Jul '05

11 Jul '05

would be possible to implement something similar via procmail and somthing else? Ciao AleX >Hi Alex, >On Thu, Jul 07, 2005 at 12:02:07PM +0200, Alessio Tosi wrote: >>OKI Systems (Italia) S.p.A.Is it possible to include a cc address in the >atu response when the new mail that open a ticket comes from a specific >>domain? >> >>Eg. >>user at mydomain.it, send a new mail to otrs at mydomain.com and opens a >>new >>ticket. >>Otrs send automatically an autoreply to user at mydomain.it cc: >>manager at mydomain.it >No, that isn't possible without changing the source code of OTRS. >Another possebility would be to send all mail from the OTRS via Bcc to >another specified adress and forward the important messages to manager@ >by filtering out this messages. >Ciao, >Christian

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Email too big...
by Atte André Jensen 11 Jul '05

11 Jul '05

I get the following in my /var/log/syslog everytime otrs tries to pop: Jul 11 10:50:23 localhost OTRS-PM3-10[24298]: [Error][main::FetchMail][Line:153]: Can't fetch email 2 from XXXX Email to big (6560 KB - max 6144 KB)! I'd like to set that limit higher, but I can't figure out where it's done, so if somebody could help I'd really appreciate it... Thanks in advance. -- Peace, love & harmony Atte http://www.atte.dk

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PostMasterPOP3 crash and 'already running' error
by Rob Cas 11 Jul '05

11 Jul '05

Hi, I've been running 2.0.0b4 without problems (until today). On running PostMasterPOP3.pl the first 9 messages were retrieved correctly. Then a perl error followed by a segmentation fault (see below). Now, if I try to run PostMasterPOP3.pl again, no messages are retrieved I get: Notice: PostMasterPOP3.pl is already running! Has anybody seen this problem before and do you know: - if there is a lock file I need to remove to let me receive mail again? - what may have caused the crash in the first place? Thanks in advance, Rob. --- perl(453) malloc: *** error for object 0x1b26e00: incorrect checksum for freed object - object was probably modified after being freed, break at szone_error to debug perl(453) malloc: *** set a breakpoint in szone_error to debug Message 10/28 (otrs(a)pop.someserver.com) Message 11/28 (otrs(a)pop.someserver.com) Segmentation fault --- Thread 0 Crashed: 0 mysql.bundle 0x0061f888 escape_string_for_mysql + 396 (mysql.c:1946) 1 mysql.bundle 0x006172a8 mysql_real_escape_string + 20 (mysql.c:1946) 2 mysql.bundle 0x0060bbf4 mysql_st_internal_execute + 1284 (dbdimp.c:570) 3 mysql.bundle 0x00613aa4 XS_DBD__mysql__db_do + 2052 (mysql.xs:451) 4 DBI.bundle 0x00039cb0 XS_DBI_dispatch + 6384 (DBI.xs:2658) 5 libperl.dylib 0x970b294c Perl_pp_entersub + 1292 6 libperl.dylib 0x970ab274 Perl_runops_standard + 64 7 libperl.dylib 0x970576fc S_run_body + 308 8 libperl.dylib 0x97057358 perl_run + 164

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Install on Debian Sarge
by Harlei Liguori Marcelino 08 Jul '05

08 Jul '05

Hello all... i install the OTRS program in a Debian Sarge: apt-get install otrs but i dont know what i need do for configure this program! i'm trying test this, but i dont know configure... someone can help me!? i will wait your answer thanks Harlei

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FW: PLEASE!!!!!!!! CAN ANYONE HELP ME!!!FW: You don't have permission to access /otrs/index.pl on this server
by Michael Belz 08 Jul '05

08 Jul '05

Adding to this nightmare is the following... 1. I created a directory named /opt/otrs to start things off. 2. I then added a user to the system using "adduser -d /opt/ otrs" by default this created a home directory of "/opt/otrs". 3. I then placed the otrs-xxx.xx..x..x.tar.gz and unzipped it in the /opt/ directory which placed all my otrs files inside the /opt/otrs directory. 4. I added the otrs user to the "www" group in the /etc/group file. 5. I then opend up the SetPermissions.sh file and noticed that it defaults to setting the groups on the otrs files to "nobody", I read that this is good for SUSE linux but not correct for others, so I changed the "nogroup" to "www" in the SetPermissions.sh file. 6. I then ran the "./SetPermissions.sh /opt/otrs otrs www" against the otrs install and directories. 7. So I now have otrs owners and www groups against my directories. 8. If you look in the apache config files I have user "www" and group "www". And I can read to the directories etc. 9. I do not understand what is wrong I keep getting "" 10. Someone please help no one is responding to my posts. -----Original Message----- From: Michael Belz [mailto:mbelz@sky-river.com] Sent: Thursday, July 07, 2005 10:49 AM To: 'otrs(a)otrs.org' Subject: PLEASE!!!!!!!! CAN ANYONE HELP ME!!!FW: You don't have permission to access /otrs/index.pl on this server. HELP HELP ME RHONDA!! -----Original Message----- From: Michael Belz [mailto:mbelz@sky-river.com] Sent: Tuesday, July 05, 2005 4:42 PM To: Subject: FW: You don't have permission to access /otrs/index.pl on this server. Question is about the post-install apache permissions This is something that I believe needs to be added to the main documentation for FreeBSD users, mainly for Jr. Administrators that are not as savvy as Senior Unix guys. : ) I have seen many questions on this topic but nothing very accurate and concrete. Hopefully by many users adding their input to this post "we" can submit this to the OTRS guys. Software and minimum requirements * OS FreeBSD 5.3 everything is updated and current including CVSUP, ports etc. * Web Server Apache 2.0.54 (default user group is www instead of the wwwrun like older versions.) * Database MySQL 5.0.6 * Perl Perl 5.8.6_2 * PHP Mod Php 4-4.3.11_1 CPAN modules I installed all CPAN modules from the CPAN shell, and also from the BSD ports directories everything worked good, and checked out fine! To make sure I ran the following script! I move to the /opt/otrs/bin/ directory and performed the "otrs.checkModules" script, everything is okay except for Net::LDAP which is not required. (If this is please let me know.) **** "$shell" would be replaced by your shell prompt! Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> everything came back just fine with the ok! Create User I created a user named "otrs", his home dir, is located in /opt/otrs Change the webserver user *) Change the webserver user (normaly wwwrun) to the OTRS user (otrs). [...] User wwwrun [...] User otrs [...] ***By default under Apache2 you will have to use the the www user it no longer supports the wwwrun by default any longer. This is to my understanding. Permissions on web server **this may be where my issue lies. QUICK FYI * I use FreeBSD 5.9 which may have some different steps to follow here. * First off whenever I run the ./SetPermissions.sh script I notice that it changes the groups to "Nobody" is this correct for Freebsd? Even when I put in the parameter or www on the script such as :: Documentation example:: bserver with wwwrun user (e. g. SuSE): "SetPermissions.sh /opt/otrs otrs wwwrun" * Keep in mind I change this to the following :: Webserver with www user (FreeBSD) SetPermissions.sh /opt/otrs otrs www * Im not sure if this is correct what I am trying to tell the system is that I want otrs user and www group. After the script is ran it shows otrs as user and nobody as group is this correct? I have also tried this with www user and www groups which is the apache default. * I have ran the script many many times changing between the www user and the otrs user and different groups from otrs, apache, and www, to no avail. I have also performed chgrp -R on all directories to www, and otrs, and nobody and chown -R and chmod -R 755 against all left everything wide open and I still have not permission, changed permissions on everything manually and will not open at all. Finally The error logs say client denied by server???????? When I go to run the index.pl or the installer.pl I get the following::: Forbidden You don't have permission to access /otrs/index.pl on this server. _____ Apache/2.0.54 (FreeBSD) PHP/4.3.11 Server at 192.168.1.238 Port 80 Please help if there is someone that knows anything more!

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