August 2005 - otrs - OTRS mailing lists

OTRS SMTP Error
by nuttapong 03 Aug '05

03 Aug '05

Dear all, I had encounter a problem with sending mail out using SMTP (both for reply and email ticket) to an external account, (but it work fine to an email address within my organization) they do not get email at all My Mail server is Exchange 2003 OTRS: 1.3.2 OS SuSE Linux 9.3 The error is Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Aug 3 16:38:09 2005 Message: Can't send to: nuttapongp(a)gmail.com! Enable debug for more info! Traceback (6410): Module: Kernel::System::Email::SMTP::Send (v1.7) Line: 92 Module: Kernel::System::Email::Send (v1.6.2.1) Line: 210 Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1491 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 202 Module: ModPerl::RegistryCooker::run (v1.73) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 So I thought it was something to do with # SendmailModule in /opt/otrs/Kernel config.pm file which previously I set as $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.example.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; Then I modify it to $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.example.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'techsupport'; $Self->{'SendmailModule::AuthPassword'} = 'acaroot'; Then the error had change to be as below instead Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Aug 3 16:18:20 2005 Message: SMTP authentication failed! Enable debug for more info! Traceback (6288): Module: Kernel::System::Email::SMTP::Send (v1.7) Line: 72 Module: Kernel::System::Email::Send (v1.6.2.1) Line: 210 Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1491 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 202 Module: ModPerl::RegistryCooker::run (v1.73) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 So could anyone advice me where else could be wrong and How could I fix it? Moreover how to Enable debug? With Best Rgds Nuttapong

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Permission error in webconfig
by Danie Theron 03 Aug '05

03 Aug '05

Hi , Getting the following error when trying to setup otrs2.0.1 through the web installer : If you want to use the installer, set the Kernel/Config.pm writable for the werserver user! Can't open /opt/otrs/Kernel/Config.pm: Permission denied Checked my rw permissions : drwxrwxr-x 3 apache apache 4096 Aug 3 11:54 Config -rw-rw-r-- 1 apache apache 3918 Aug 1 14:06 Config.pm -rw-rw-r-- 1 apache apache 3918 Aug 1 14:06 Config.pm.dist drwxrwxr-x 11 apache apache 4096 Aug 3 11:54 cpan-lib drwxrwxr-x 2 apache apache 4096 Aug 3 11:54 Language -rw-rw-r-- 1 apache apache 12247 Aug 1 14:06 Language.pm drwxrwxr-x 2 apache apache 4096 Aug 3 11:54 Modules drwxrwxr-x 3 apache apache 4096 Aug 3 11:54 Output drwxrwxr-x 18 apache apache 4096 Aug 3 11:54 System Is this right? Do i need to chmod to? -- Regards , @-----------------------------@ | Danie Theron | | Network Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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Error when creating new tickets after updating
by Sven Abels 03 Aug '05

03 Aug '05

Hi guys, I just updated my system from OTRS 1.3 to 2.0.1 (almost) successfully: I can answer tickets and I can receive new tickets, too. However: I get an error message when creating new tickets. This happens when creating new email tickets and when creating new phone tickets. I receive an Error 500 from Apache saying nothing but: ------------------------- Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. ... ------------------------- The ticket is not created in the mysql database as far as I can see. Can anyone help me??? :( Best greetings, Sven -- Sven Abels Sven(a)abelssoft.de http://www.svensdomain.de ICQ: 4592045 - Alle anderen IM (inkl. Skype): abelssoft

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Question about notifications
by Léonard Wauters 03 Aug '05

03 Aug '05

Hello, We are currently massively using notification messages from OTRS (the ones that are set in Admin area / notifications). I found that the automatic sending different messages are controlled in these menus (tell me if I'm wrong) : Client:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " Client:QueueUpdate : In the Queue menu, setting "Customer Move Notify: " Client:StateUpdate : In the Queue menu, setting "Customer State Notify: " Agent:AddNote : (?) Agent:Escalation : (?) Agent:FollowUp : In the user preferences, Follow up notification item Agent:LockTimeOut : In the user preferences, Ticket lock timeout notification item Agent:Move : In the user preferences, Move notification item Agent:NewTicket : In the user preferences, New ticket notification item Agent:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " Agent:PendingReminder : (?) So, it seems that the same parameter (Queue menu, setting "Customer OwnerNotify") is used for notifying both clients and agents. But, in my case, I do not want clients to be notified of a OwnerUpdate. How can I do it ? is there a config parameter holding that or any other solution ? Thanks a lot for your help. Greetings Léonard Wauters.

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Auth for user postmaster@domain.com failed!
by mbesponga＠greendot.com.ph 03 Aug '05

03 Aug '05

Hello! I've got error "Auth for user postmaster(a)domain.com failed!" at our System Log. I am using OTRS 1.3.2. What usually the cause of this error and its solutions? Thank you in advance. Sincerely , Marilyn

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Ticket integration with the Calendar module
by Bianchi, Giordano 03 Aug '05

03 Aug '05

Hi, is there a way to have the tickets "pending" on a certain date show up in the calendar module as events? thanks, Giordano Bianchi IT Department GIANNI, ORIGONI, GRIPPO & PARTNERS Piazza Belgioioso 2, 20121 Milano telefono: +39-02763741 facsimile: +39-0276009628 <mailto:giobianchi@gop.it> <http://www.gop.it> Le informazioni contenute nella comunicazione che precede possono essere riservate e sono, comunque, destinate esclusivamente alla persona o all'ente sopraindicati. La diffusione, distribuzione e/o copiatura del documento trasmesso da parte di qualsiasi soggetto diverso dal destinatario è proibita. La sicurezza e la correttezza dei messaggi di posta elettronica non possono essere garantite. Se avete ricevuto questo messaggio per errore, Vi preghiamo di contattarci immediatamente. Grazie. This communication is intended only for use by the addressee. It may contain confidential or privileged information. Transmission cannot be guaranteed to be secure or error-free. If you receive this communication unintentionally, please inform us immediately. Thank you.

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Questions about OTRS
by Léonard Wauters 02 Aug '05

02 Aug '05

Hello, I am currently installing OTRS ver 1.3.2 at my office for internal use. We found this software great, and had very few problem during installation. We are currently tuning it for our internal use and creating our own template. However, I did not find informations on the documentation or config file about the following problem : When a ticket enters into OTRS, depending on the queue it enters in, it gets a "Escalation time". Passed this escalation time, when an agents clicks on "queue view", he only sees the escalated ticket, and there is no possibility for him to see the other tickets in the other queues. The problem is that everyone sees the escalated tickets, and not only the ticket owner. Is there a way to bind escalation tickets only for the ticket owner and not for all agents ? I couldn't find how to set it, and I'm wondering if it is possible. Thanks for your help, Greetings Léonard Wauters.

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after DBUpdate-to-2.0.mysql.sql, will both 1.2.3 and 2.0.1 work?
by Jason Joines 02 Aug '05

02 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. 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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2.0.1 installer.pl
by Brian Ronk 02 Aug '05

02 Aug '05

Ok, I'm trying to get 2.0.1 installed via installer.pl. I want fresh data in there (as I am still trying to get stuff working here). I get to the point where the database is installed, and I hit next. It stays at step 2 it seems, and tries to install the database again. It says that it can't because the database already exists. I can hit back, but it just stays on that screen. Any ideas? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

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RE: Re: [otrs] Premature end of script headers: installer.pl
by Vikram Thakur 02 Aug '05

02 Aug '05

Never mind. I just inherited this server and didn't know that the server was using 'suexec'. The owner needed to be changed. Is working now. Thanks - Vikram > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Vikram Thakur > Sent: Tuesday, August 02, 2005 8:54 AM > To: User questions and discussions about OTRS.org > Subject: RE: Re: [otrs] Premature end of script headers: installer.pl > > The server is running Apache 2.0.51 without mod_perl. I'm connecting to > a mysql server running on another machine. I added the relevant > information in the Config.pm file and httpd.conf. > > - Vikram > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > > Christian Schoepplein > > Sent: Tuesday, August 02, 2005 4:29 AM > > To: User questions and discussions about OTRS.org > > Subject: Re: [otrs] Premature end of script headers: installer.pl > > > > Hello Vikram, > > > > On Mon, Aug 01, 2005 at 01:10:30PM -0400, Vikram Thakur wrote: > > >I'm trying to install OTRS on Apache on Fedora Core 3. > > > > From source or via a prebuild package? > > > > >If I run the installer.pl file from the shell it shows me the HTML > page > > >and some stuff (no errors). But when I try to open the script from > the > > >browser it give me a 500 Internal error. The logs show it as.. > > > > > >Premature end of script headers: installer.pl > > > > > >Any help is appreciated. > > > > Can you post your webserver configuration for OTRS please? > > > > Best regards, > > Christian > > > > -- > > ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > > http://www.otrs.de/ :: Manage your communication! > > _______________________________________________ > 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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