August 2005 - otrs - OTRS mailing lists

utf-8 and mysql
by bertagaz 29 Aug '05

29 Aug '05

Hi, I'm running otrs 1.3.2 on debian and trying to have full utf-8 support. With the basic install (mysql 4.0+apache2+otrs1.3.2), all works fine. My database was mysql 4.0, so I updated to 4.1 (server and clients) to have unicode enabled database. I set the default-character-set to utf8 in mysql, like mentionned in the FAQ, for both server and client, recreated the otrs database with utf-8 as default charset, converted a dump of the previous db to utf8 with iconv and reinjected it in mysql. The charset config of otrs is set to utf-8. But when I go to the main page I now have that error: --- Erreur: Client does not support authentication protocol requested by server; consider upgrading MySQL client Commentaire: Please contact your admin Rapport d'anomalie: [ Cliquer ici pour signaler une anomalie ! ] Trace du retour d'erreur: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time:Mon Aug 29 16:28:17 2005 Message: Client does not support authentication protocol requested by server; consider upgrading MySQL client Traceback(17547): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_index_2epl::handler (v) Line: 133 Module: (eval) (v1.73) Line: 203 Module: ModPerl::RegistryCooker::run (v1.73) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I'm kinda lost... Perl or mysql problem? Any idea? Thx by advance Bert.

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Sending Notes & Closures
by Joe Fusco 29 Aug '05

29 Aug '05

When I compose a note or use the close function, the only note type option I have is "Note - Internal" How can I set OTRS to send these notes to customers? I am specifically interested in sending a Close notification or problem resolution, if you will, to the customer. Thanks, Joe Fusco

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.procmailrc not executed in SUSE 9.3
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

Hello all, As we moved to a new Hardware, we installed a fresh SUSE 9.3 Linux and OTRS 2.0.2 Tarball. Now we get the problem, that the .procmailrc is not exectued from User otrs. If I place a global procmail.rc file in /etc/, this file will be executed. Postfix is pipeing the mail to procmail --> I can see it in the mail log. On the old hardware with SUSE 9.0 and OTRS 1.3.2 (SUSE RPM) it works fine. So what can be wrong with the new SUSE or maybe procmail?? Can anyone help me pls... Thx! --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

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Date::Format requirement at 2.0.1/2
by Jim Wight 29 Aug '05

29 Aug '05

Whilst investigating using FastCGI with 2.0.1 (and then 2.0.2) I noticed the following being recorded in Apache's error log: FastCGI: server "/addon/local/otrs/current/bin/fcgi-bin/index.fpl" stderr: Can't locate Date/Format.pm in @INC (@INC contains: [snip] at /addon/local/otrs/current/bin/fcgi-bin//../../Kernel/cpan-lib/Mail/Field/Date.pm line 14, <PRODUCT> line 4. bin/otrs.checkModules had not reported anything missing (apart from the non-essential only required for stats). I installed TimeDate-1.16 from CPAN, which fixed that particluar problem. I am also getting the following reported (by both CGI and FastCGI): index.pl: Use of uninitialized value in string eq at /addon/local/otrs/current/bin/cgi-bin//../../Kernel/Output/HTML/Generic.pm line 2041. and at lines 2056, 2072, 2089 and 2105. All of those lines contain the statement: if ($DateInputStyle eq 'Option') { which suggests to me that the Date problem hasn't been fully resolved. How should the Date::Format requirement be fulfilled? Jim

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Re: Problems with attachments on 2.0.1
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

There is an fix available on OTRS CVS System: Download the new Version of Generic.pm (Ver. 1.192) Downloadable via OTRS CVS System: http://otrs.org/cvs/ "Alastair Houghton" <alastair(a)alastairs-place.net> schrieb im Newsbeitrag news:83EF63EF-F195-48BA-B339-1D754220E367@alastairs-place.net... > On 11 Aug 2005, at 16:20, Elmar Germann wrote: > >> Hi Alastair, >> >>> We've just upgraded to OTRS 2.0.1, and we're seeing problems with >>> the attachment support. Specifically, when we try to download or >>> view attachments via the AgentTicketAttachment action, they get >>> truncated. I've checked in the database with a test attachment >>> and the lengths are correct there. >>> Does anyone have any idea what might be wrong? >>> >> >> I can't explain why (seems to me like a bug in perl), but this >> patch fixed the problem at my installation: >> >> otrs/Kernel/Output/HTML/Generic.pm >> 1701c1701,1702 >> < $Output .= "filename=\"$Param{Filename}\"\n"; >> --- >> >>> #$Output .= "filename=\"$Param{Filename}\"\n"; >>> $Output .= "filename=\"".substr($Param{Filename}, 0, length >>> ($Param{Filename}))."\"\n"; >>> > > I think you've just put me on the right track, although I'm not > convinced by your fix (I suspect you've inadvertently introduced a > typo or perhaps commented out the "Content-Length:" line below.) > > Looking at a protocol trace, it's the Content-Length: header that is > erroneous; commenting it out fixes the problem (although it isn't > ideal because the Content-Length: header is useful). > > OK, it's as I thought... the length() function is computing a UTF-8 > length, not a byte count; the fix is to change the line that says > > $Output .= "Content-Length: ".length($Param{Content})."\n"; > > to say > > $Output .= "Content-Length: ".bytes::length($Param{Content})."\n"; > > Everything seems to be working correctly after this change. > > Here's a unidiff: > > --- Generic.pm~ 2005-07-23 12:08:45.000000000 +0100 > +++ Generic.pm 2005-08-11 17:12:42.000000000 +0100 > @@ -1699,7 +1699,7 @@ > $Output .= '; '; > } > $Output .= "filename=\"$Param{Filename}\"\n"; > - $Output .= "Content-Length: ".length($Param{Content})."\n"; > + $Output .= "Content-Length: ".bytes::length($Param{Content})."\n"; > $Output .= "Content-Type: $Param{ContentType}\n\n"; > # fix for firefox HEAD problem > if (!$ENV{REQUEST_METHOD} || $ENV{REQUEST_METHOD} ne 'HEAD') { > > Kind regards, > > Alastair. > > -- > http://www.alastairs-place.net > > > _______________________________________________ > 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/ > --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

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Malformed UTF-8 character in procmail-2005-08 log
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

I get this error if anyone sends an mail to otrs. Malformed UTF-8 character (unexpected non-continuation byte 0xdf, immediately after start byte 0xfc) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 101. If I reply and he/she sends angain, this error is not logged. What can this be?? --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

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Re: .procmailrc not executed in SUSE 9.3
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

Hi Christoph, I set the permissions with "chmod 755 /opt/otrs" to drwxr-xr-x and it works! The problem is solved!! Many thx!! "Christoph Kaulich" <kaulich(a)gns-mbh.com> schrieb im Newsbeitrag news:200508291222.36633.kaulich@gns-mbh.com... > Am Montag, 29. August 2005 11:42 schrieb Rainer Hasenzagl: >> Hello all, >> >> As we moved to a new Hardware, we installed a fresh SUSE 9.3 Linux and OTRS > 2.0.2 Tarball. >> Now we get the problem, that the .procmailrc is not exectued from User otrs. >> If I place a global procmail.rc file in /etc/, this file will be executed. >> Postfix is pipeing the mail to procmail --> I can see it in the mail log. >> >> On the old hardware with SUSE 9.0 and OTRS 1.3.2 (SUSE RPM) it works fine. >> >> So what can be wrong with the new SUSE or maybe procmail?? >> > > You have to set /opt/otrs to drwxr-xr-x instead of drwxrwxr-x as > SetPermissions.sh is doing it. > Mabye one should post an bug report. > > > Christoph > _______________________________________________ > 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 fr Ihr OTRS System? > => http://www.otrs.de/ > --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

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RE: [otrs] Phone ticket answer creates new ticket
by Matthieu Dagoreau 29 Aug '05

29 Aug '05

Hi everybody I am sorry to insist, but this problem prevents me from using OTRS. Anyone help? - System: Windows 2003 - Version: OTRS 2.0.1 Problem description: When an agent creates a ticket with either "phone ticket" or "e-mail ticket", answers from the customer create a new ticket instead of attaching it to the existing one. The ticket number is in the subject, and the follow-up for the queue is set to "possible". Thanks in advance. Matthieu

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enable TicketFreeKey5 and so on ...
by Daniel Balan 29 Aug '05

29 Aug '05

Does any body knows how to enable the TicketFreeKey5 and so on in the interface ? Thanks, Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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RE: [otrs] Phone ticket answer creates new ticket
by Matthieu Dagoreau 29 Aug '05

29 Aug '05

Sorry for all this. Problem solved. It was a configuration problem : the system ID MUST BE a number and not a string... Thanks anyways. ________________________________ De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Matthieu Dagoreau Envoyé : lundi 29 août 2005 10:55 À : User questions and discussions about OTRS.org Objet : RE: [otrs] Phone ticket answer creates new ticket Hi everybody I am sorry to insist, but this problem prevents me from using OTRS. Anyone help? - System: Windows 2003 - Version: OTRS 2.0.1 Problem description: When an agent creates a ticket with either "phone ticket" or "e-mail ticket", answers from the customer create a new ticket instead of attaching it to the existing one. The ticket number is in the subject, and the follow-up for the queue is set to "possible". Thanks in advance. Matthieu

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