August 2005 - otrs - OTRS mailing lists

Email Errors on POP3 and PIPE
by Shaun Kellermann 16 Aug '05

16 Aug '05

Hi I have installed OTRS 2 on linux but I have trouble receiving emails in OTRS: I have tried two different options to get mail into OTRS: 1. POP3 ------- OTRS will collect the email once as per the cron job set for every 10 minutes but will not do so again. OTRS also does not try every ten minutes ... only every 60 minutes In OTRS the following appears in the system logs: >> Can't create PID PostMasterPOP3, because it's already running (www.domain.com/27091) It also creatates the same ticket over and over again every hour. >> Removed PID (PostMasterPOP3/www.domain.com/27091, because 1 hour old! >> New Ticket [2005081401000154/test] created (TicketID=36,Queue=Misc,Priority=3 normal,State=new) >> Can't create PID PostMasterPOP3, because it's already running (www.begetsupport.co.za/4369) and so it will go on and on 2. PIPE ------- I have tried piping to exim and got the email into OTRS without a problem - but also got this back: A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: pipe to |/home/otrs/bin/PostMaster.pl generated by xxxxx(a)xxxxx.com local delivery failed The following text was generated during the delivery attempt: ------ pipe to |/home/otrs/bin/PostMaster.pl generated by xxxxx(a)xxxxx.com ------ readline() on unopened filehandle DATA at /home/begetco/otrs/Kernel/cpan-lib/MIME/WordDecoder.pm line 579. ------ The email was delivered to OTRS. Any ideas how to fix these errors guys ? Shaun

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Problem with installation - DBD::MySQL
by Sumo664 16 Aug '05

16 Aug '05

Apologies if this has been covered before but I've searched the list archive/google and don't seem to have found anyone with this problem before. My main problem is that when I access installer.pl or index.pl I get the following error: install_driver(mysql) failed: Can't load '/usr/lib/perl5/site_perl/5.8.0/i486-linux/auto/DBD/mysql/mysql.so' for module DBD::mysql: libmysqlclient.so.12: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.0/i486-linux/DynaLoader.pm line 229, <PRODUCT> line 4. at (eval 22) line 3 Compilation failed in require at (eval 22) line 3, <PRODUCT> line 4. Perhaps a required shared library or dll isn't installed where expected at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 191 I'm not sure if thisis revelevant but I also go the following output when I ran otrs.checkModules CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... not installed! (required - use "perl -MCPAN -e shell;") Digest::MD5 ... ok LWP::UserAgent ... not installed! (required - use "perl -MCPAN -e shell;") IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... not installed! (required - use "perl -MCPAN -e shell;") Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) XML::Parser ... not installed! (required for strong xml use - not required!) Using CPAN for the "missing" modules indicates that they are installed so perhaps the problem is due to paths? I'm installing OTRS from source. Grateful for any suggestions Regards Sumo664

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RE: [otrs] AutoIncrement not working for me
by West, Bradley G. 16 Aug '05

16 Aug '05

All, Some more information on this issue and I could really use some help :) System Info - Dual Processor x86 server running RHEL3 Perl Info - This is perl, v5.8.0 built for i386-linux-thread-multi I've even tried recoding the Ticket.pm statement as follows to the old 1.3.2 documentation standard, purged the TicketCounter.log file and restarted the server (not in production yet) # $Self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'TicketNumberGenerator') = 'Kernel::System::Ticket::Number::AutoIncrement'; I've also changed the apache2-perl-startup.pl file in /opt/otrs/scripts to use the require statement instead of the use statement in: require Kernel::System::Ticket::Number::AutoIncrement; The only thing I haven't done is to completely dump the database and start from scratch. Reconfiguring the queues, agents and other sundry items is something I'd really rather not do as it took me several hours to configure them through the web-ui. Thanks in advance. Brad -----Original Message----- From: West, Bradley G. Sent: Tuesday, August 09, 2005 3:38 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] AutoIncrement not working for me I'm having the same problem as this using version 2.0.1, new clean implementation. Note: I had generated some test tickets before finalizing the changes to the various files (Kernel/Config/Files/Ticket.pm) and (scripts/apache2-perl-startup.pl. Any Ideas? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ben Conrad Sent: Monday, May 02, 2005 2:20 PM To: 'otrs(a)otrs.org' Subject: [otrs] AutoIncrement not working for me Folks, I've been trying to get my ticket numbers to look like 1000,1001, etc but have had no luck. I've edited Config.pm and done a 'service httpd restart' and 'service otrs restart' $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 4; $Self->{SystemID} = 1; In the log I see the ticket get created with the wrong number: Mon May 2 14:16:04 2005 notice OTRS-PM3-1 New Ticket [200505021000102] created (TicketID=9088, ArticleID=9305). # cat ./var/log/TicketCounter.log 10;2005-05-02; I've cleared the ./var/log/TicketCounter.log file but it gets set to the above format when I restart the daemons. What am I missing? Ben Ben Conrad Sr. Network Administrator Passkey International, Inc. [T] 617.237.8225 _______________________________________________ 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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recomendations for template customization
by Mike Conigliaro 16 Aug '05

16 Aug '05

can someone give me some advice on customizing otrs templates? im specifically interested in how to safely make changes without the risk of having them clobbered during the next upgrade. thanks in advance. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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mod_perl 2.0 woes
by Eric Voisard 16 Aug '05

16 Aug '05

Hi All, I'm actually trying to make otrs 2.0.1 run on our Apache 2.0.54 installation with mod_perl 2.0.1 freshly installed as a loadable module. So "two dot something" everywhere. Unfortunately it fails. I've seen a couple of old posts in this mailing list archive, but so far nothing worked in my case. So, I still need to investigate, but I'd like to be sure that either otrs 2.0.1 is made for mod_perl 2 (that is, it uses the new API and not depreciated 1's functions), or if it still contains calls "a la" mod_perl 1 and needs the "PerlModule Apache2::compat" stuff, plus what I still don't know. Notice that I'm running Solaris/SPARC, but nothing was installed from some Sun's packages. They were all fresh tarballs that I compiled on the machine. Note also that otrs (which works nice in cgi mode, runs in a virtual host) Thanks for any pointer, experience sharing, etc... Best regards, Eric

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Problem showing customer Info
by Duarte Cordeiro 16 Aug '05

16 Aug '05

Hi, I have a problem in showing customer information. For the same amount of info on two distinct users, the output is somehow different: Example 1: Customer Info: Saudacao : Eng. Nome : Duarte Manuel Cardoso Farinha Cordeiro Telefone: XXXXXXX Organica: CML/DMSC/DMAGI/DTAS/HELPDESK Local: Campo Grande, 25 Cargo: Coordenador Serviço Helpdesk Email: Duarte.cordeiro@XXXXX Login: duarte.cordeiro Example 2: Customer Info: Saudacao : Sra. Nome : Maria Paula Valente Monge Vitorino Telefone: XXXXXXX Email: paula.vitorino@XXXXXXX Login: paula.vitorino Customer Maria, also has "Organica" and "Local" but they never show up in this user. I can only see this info on AdminCustomerUser Form. This happens to many many users, but not all. Any idea where to start looking ? Thanks in advance, Duarte Cordeiro Config: Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Saudacao ', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Nome Proprio', 'first_name', 0, 1, 'var', '', 0 ], [ 'UserLastname', 'Apelido', 'last_name', 0, 1, 'var', '', 0 ], [ 'UserMiddlenames', 'Nome ', 'middle_names', 1, 1, 'var', '', 0], [ 'UserMobile', 'Telefone', 'mobile', 1, 0, 'var', '',0 ], [ 'UserFullOrganica', 'Organica', 'organica_text', 1, 0, 'var','',1 ], [ 'UserLocal', 'Local', 'local', 0, 1, 'int','',0 ], [ 'UserFullLocal', 'Local', 'local_text', 1, 0, 'var','',1 ], [ 'UserCargo', 'Cargo', 'cargo', 1, 0, 'var', '', 0], [ 'UserOrganica', 'Organica', 'organica', 0, 1, 'int','',0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var', '', 0 ], [ 'UserAD', 'LoginAD', 'login_ad', 1, 0, 'var','',0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'UserSapLogin', 'Saplogin', 'sap_login', 1, 0, 'var' ,'',0], [ 'UserComputerName', 'Computername', 'computer_name', 1, 0, 'var','',0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { UserSalutation => { 'Sr.' => 'Sr.', 'Sra.' => 'Sra.', 'Dr.' => 'Dr.', 'Dra.' => 'Dra.', 'Eng.' => 'Eng.', 'Arq.' => 'Arq.', }, }, };

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OTRS simple feature Sugestion
by Duarte Cordeiro 16 Aug '05

16 Aug '05

Hi, We've used OTRS for the last 3 years and we're very happy with it. We' re managing more than 5000 customer users and 1000 system users with more or less 50 queues. We've changed things a lot (not in OTRS) and a result of that, is that we have a lot of invalid users/queues/groups. So what is needed is a checkbox on top of every admin page that reads something like: "Show only valid entries", that does just that: when checked just shows the valid entries, when unchecked allows us to work also with invalid/temp invalid entries. Just my 2 cents, Duarte

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[2.0.1] i18n issue with salutation
by Raphael Posmyk 16 Aug '05

16 Aug '05

Hi, We use OTRS in a german language environment and found that the salutation combobox for customer user is not translated: http://www.posmykowizna.de/images/otrs-lang.png Kernel/Language/de.pm contain indeed translation for "Mr." and "Mrs.", but they will not be used. I have not found the right html-template to fix the problem. Raphael PS: Sorry for my broken english :-|

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My OTRS behaves bad when running with mod_perl2
by Guido Malato 16 Aug '05

16 Aug '05

Hello All, I have OTRS running just fine on a RH9 server with Apache 2, but... when I try to use mod_perl2 it looks like all session information gets messed up: you login using user's A credentials and OTRS logs you in as user B; or, you click a link, any link, like "admin" and it serves you with any other page. Can someone give me a clue? Thanks! Guido -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.338 / Virus Database: 267.10.8/71 - Release Date: 12/8/2005

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HTTP basic auth
by Mark Nernberg 15 Aug '05

15 Aug '05

I'm using OTRS with HTTP basic auth (over SSL, of course), on FreeBSD 5.4 with Apache 1.3.33 and mod_perl. The actual authentication is done via Kerberos (using mod_kerberos), which sets the environment variables accordingly. I have no problem logging into OTRS. However, when in Queue View, whenever OTRS refreshes (set to every 10 minutes in my pers. preferences), I am prompted to authenticate again. This also happens if I refresh the page manually. I am using the same auth backend with other systems -- such as Squirrel Mail, and they do not constantly re-prompt for username/password info. There is only 1 session listed in the Session Manager, and the session ID does not seem to change -- it just requires re-authentication. There are no tell-tale entries in the OTRS System log, either. Is there somewhere in OTRS where this information is cached? Any suggestions would be helpful. -- Mark J. Nernberg Director of Technology (412)478-6262 http://www.downtownhelpdesk.com/ Customer Support: support(a)downtownhelpdesk.com Have you tried our on-demand remote support services? Downtown Help Desk and 1-Fast Computer Service, providing quality technology solutions to the small business since 2003.

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