August 2005 - otrs - OTRS mailing lists

strange error using FAQ in Tickets
by Jan Lausch 05 Aug '05

05 Aug '05

Hi List, I've got some strange problem in the new 2.0 version here: When I'm in the editor answering a ticket and press "FAQ", the FAQ pop up in an extra window and I can select an article to include in the ticket. So far, so good. But when I complete the ticket editing and want to send/save it, I won't come back to viewing the queue in order to work with the nesxt ticket, but I get into a window where I can edit the FAQ. And the navigation bar (OTRS) is gone so there is no way back to the queue but with browser navigation. This is really weird I think. Editing a ticket, the send it an instead of coming back to the queue, coming to a view of the FAQ withount a way back. This has been testet with IE and Firefox. Have I got a corrupted Version of OTRS or misconfigured sth or what can I do? I'll be grateful for any hints, greetings, jan

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Upgrading from 2.0b4 to 2.0.1
by Rob Cas 05 Aug '05

05 Aug '05

Hi, Does anybody have any advice on upgrading from 2.0b4 to 2.0.1? - Were there database schema changes? - Can I simply patch the changed files, or is a full re-install recommended? - Any gotchas I should be aware of... Thanks in advance, Rob.

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running OTRS 2.0.1 as name based virtual host?
by Christoph Haas 05 Aug '05

05 Aug '05

Hello, I try to configure our OTRS 2.0.1-installation as Apache2 name based virtual host. The config-file of the name based virtual hosts looks: --- snip --- <VirtualHost *:80> ServerAdmin netzwerke(a)mydomain.de ServerName otrs.mydomain.de DocumentRoot /opt/otrs/bin/cgi-bin/ #DirectoryIndex index.pl Alias /otrs-web "/opt/otrs/var/httpd/htdocs" ErrorLog /var/log/apache2/otrs-error_log CustomLog /var/log/apache2/otrs-access_log combined # don't loose time with IP address lookups HostnameLookups Off # needed for named virtual hosts UseCanonicalName Off # configures the footer on server-generated documents ServerSignature On # load all otrs modules Perlrequire /opt/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 /> #ErrorDocument 403 /customer.pl # AllowOverride None AllowOverride ALL ErrorDocument 403 /index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all </Location> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </VirtualHost> --- snap --- But when I try to use the virtual host, I get an error 403 "Not Found The requested URL / was not found on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request." Apache error-log: --- snip --- [Fri Aug 05 09:46:39 2005] [error] [client 172.16.130.1] Attempt to serve directory: /opt/otrs/bin/cgi-bin/ [Fri Aug 05 09:46:39 2005] [error] file permissions deny server execution/usr/share/apache2/error/HTTP_NOT_FOUND.html.var [Fri Aug 05 09:46:39 2005] [error] /opt/otrs/bin/cgi-bin/favicon.ico not found or unable to stat --- snap --- something seems to be wrong with the access-rights :-( - but, if I go the "normal" way "server.mydomain.de/otrs/", everything is OK ... System: SuSE linux 9.3 Professional, Apache 2.0.53, OTRS 2.0.1. installed from the RPM. Access-rights and ownerships are: drwxr-xr-x 8 root root 216 Aug 4 13:54 /opt drwxrwxr-x 7 otrs www 728 Aug 4 13:54 /opt/otrs drwxrwxr-x 4 wwwrun www 1176 Aug 4 13:54 /opt/otrs/bin drwxrwxr-x 3 wwwrun www 248 Aug 4 15:31 /opt/otrs/bin/cgi-bin drwxrwxr-x 2 wwwrun www 48 Aug 1 14:02 /opt/otrs/bin/cgi-bin/cpanel - -rwxrwxr-x 1 wwwrun www 1527 Aug 1 14:02 /opt/otrs/bin/cgi-bin/customer.pl - -rwxrwxr-x 1 wwwrun www 1419 Aug 1 14:02 /opt/otrs/bin/cgi-bin/faq.pl - -rwxrwxr-x 1 wwwrun www 1515 Aug 1 14:02 /opt/otrs/bin/cgi-bin/index.pl - -rwxrwxr-x 1 wwwrun www 4202 Aug 1 14:02 /opt/otrs/bin/cgi-bin/installer.pl - -rwxrwxr-x 1 wwwrun www 1524 Aug 1 14:02 /opt/otrs/bin/cgi-bin/public.pl What do I have to adjust, that OTRS runs properly as name based virtual host? TIA Christoph. -- Mit freundlichen Gruessen / Yours sincerely Christoph Haas Linux User #99546 GnuPG-/PGP-fingerprint: 944B D713 F72F 4398 B156 8089 DA8B 68F1 1543 51C3 GnuPG-/PGP-public-key: http://blackhole.pca.dfn.de:11371/pks/lookup?op=get&search=0x154351C3

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Error in replying to the customer with attachment.
by anushya beauty 05 Aug '05

05 Aug '05

Hi, I am using OTRS for the past 4 months. Till now in receiveing the mails from the customer and sending reply to the customer is going fine. But now when i tried to send a reply with an attachement it displayed some mysql error. The error is: /**************/ Error: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (9, ?, current_timestamp, 2, current_timestamp, 2)' Comment: Please contact the admin. Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Fri Aug 5 12:38:53 2005 Message: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (9, ?, current_timestamp, 2, current_timestamp, 2)' Traceback (17386): Module: Kernel::System::Ticket::ArticleWritePlain (v1.19.2.1) Line: 145 Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1501 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.73) Line: 637 /*********************/ I want to recover this error,...but i couldn't understand what OTRS is saying. The attached file size is 1MB. When i(act as a customer) tried to attach the same size file while creating the ticket, it didn't give any error. Why it is displayed error only replying to the customer even the file size is same?. (The error is not displayed when the file size is less). Thanks in advance, G.Anushya, wellspringsystems.com. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ Free antispam, antivirus and 1GB to save all your messages Only in Yahoo! Mail: http://in.mail.yahoo.com

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recovered the error in mysql
by anushya beauty 05 Aug '05

05 Aug '05

Hi, In my previous mail, I asked about recovering mysql error in replying the customer with attachment. Just now I find the solution in otrs faq. I recovered the error. Thanks for otrs faq. And sorry for sending the mail before referring the faq's. Solution: Change the set_variable value in /etc/my.cnf to 8M. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ How much free photo storage do you get? Store your friends 'n family snaps for FREE with Yahoo! Photos http://in.photos.yahoo.com

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how to trigger auto responses
by Mike Conigliaro 04 Aug '05

04 Aug '05

hey guys, im using 2.0.1, and i've been unable to trigger 3 of the 5 auto-responses. i was hoping someone could tell me how they work: default -> reject: docs say this should get triggered when i send a followup to a closed ticket, but that didn't work for me. i think it actually just reopened the ticket. default closed -> new ticket: docs say this should get triggered after the above is triggered. default -> remove: i dont know what this does. my understanding was that it was impossible to remove (ie: delete) a ticket. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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Will 1.3.2 work with a 2.0.1 database?
by Jason Joines 04 Aug '05

04 Aug '05

I'm currently using OTRS 1.3.2 and MySQL 4.0.x. The database is on a separate server from the OTRS 1.3.2 install. To test OTRS 2.0.1 I'd like to install it on a third separate server but point it at the same database with the idea of keeping my production install of OTRS 1.3.2 running while testing OTRS 2.0.1 with the same data. Will running DBUpdate-to-2.0.mysql.sql to prepare the database for OTRS 2.0.1 cause any problems for my current OTRS 1.3.2 install? Thanks, Jason Joines =================================

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Categorizing (root cause) OTRS tickets
by Chris Sparks 04 Aug '05

04 Aug '05

What is the best way to assign a common value to a ticket? Example: We want to be able to assign tickets based on root cause. So we would have different groups such as User Error, Backup Failure, Account Change Request, ... Thanks for the Help Sparky

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mod_perl problem
by Dirk.Heuvels＠inovasec.de 04 Aug '05

04 Aug '05

The following happens with otrs 2.0.1 on debian sarge apache 2.0.54 mod-perl 1.999 perl 5.8.4 When connecting with Firefox as root@localhost I get "Redirection limit for this URL exceeded.". On the otrs-side I see a lot of new sessions: /opt/otrs/bin/DeleteSessionIDs.pl --showall DeleteSessionIDs.pl <Revision 1.15> - delete all existing or expired session ids Copyright (c) 2001-2005 Martin Edenhofer <martin(a)otrs.org> Working on all session ids: SessionID 10866388384d10a47d61467c9fc303b763! SessionID 103c475df570b007162dbae8c3f048ab05! SessionID 10d4404ee170a78efd53a3b28f4f268312! SessionID 10bcb67146a4983a1ed9c04bd1dc5f926d! SessionID 1001a73245f01e57b909be13c307ef5aa8! SessionID 10e235f684a0d7f671e2166d257f50b66d! .. When connecting with IE it works at first, but after some time otrs spawns new sessions as well. All works fine, if I disable mod_perl. Does anyone use otrs 2.0.1 with mod_perl in a similar environment? Thanks, Dirk

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Empty ticket in queue after receiving email
by Chris Flerackers 03 Aug '05

03 Aug '05

Hi All, I have been using otrs 1.3.2 successfully for some weeks now but recently, I received 2 emails for the support system that did not appear correctly in the queues. I never saw the mail in the queues, but when I do a search on all tickets, I see 2 lines with an empty Ticket#, Age, State, Queue and CustomerID. The From/Subject contains - The Owner contains ( ) I checked the mail (the customer also cc-ed me) and I saw the following which might cause the issue (I changed the names and email addresses but the format is still the same, especially the line breaks, spaces, quotes, ...). From: LNAME1 Fname1 <fname1.lname1(a)domain1.com> To: "'otrs(a)myotrsdomain.com'" <otrs(a)myotrsdomain.com>, Cc: LNAME2 Fname2 <fname2.lname2(a)domain1.com>, BB CC DDD <cc_ddd(a)domain1.com>, LNAME3 Fname3 <fname3.lname3(a)domain1.com>, LNAME4 FNAME4 =CC= <Lname4.Fname4(a)domain2.com>, LNAME5 Fname5 <fname5.lname5(a)domain1.com>, "'Myfname Mylname'" <mylname(a)domain2.com> Some possible problems: - There are no quotes around the "displaynames" - There are double and single quotes around the "To" displayname and the last "CC" displayname. Has anybody seen this problem before? Is it an otrs issue? If yes, has it been fixed in a subsequent release? Best regards, Chris _________________________________________________________________ Don't just search. Find. Check out the new MSN Search! http://search.msn.com/

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