October 2006 - otrs - OTRS mailing lists

RE: [otrs] Cron with error
by Peter van Beugen 08 Oct '06

08 Oct '06

I thought I saw a patch for this in DB.pm in June. But I'm now running 2.1.1 and have the same issue. ""DBI::db=HASH(0x8c1b6c0)->disconnect invalidates 1 active..... Is it a Perl error or can it be fixed in OTRS? Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Henning Oschwald Verzonden: dinsdag 26 september 2006 12:09 Aan: otrs(a)otrs.org Onderwerp: Re: [otrs] Cron with error Hello, On Di, Sep 26, 2006 at 10:40:30 +0200, Boniforti Flavio wrote: > I got cron telling me many times an hour following: > > DBI::db=HASH(0x8c1b6c0)->disconnect invalidates 1 active statement handle > (either destroy statement handles or call finish on them before disconnecting) > at /usr/share/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. This is a well known issue with the recent version of DBD::MySQL (version 3.0004). See also Bug#1231: <http://bugs.otrs.org/show_bug.cgi?id=1231> Best regards Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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RE: [otrs] PostmasterPOP3.pl
by Peter van Beugen 08 Oct '06

08 Oct '06

After a little Googling I found a "solution" in the German OTRS discussion list: Recreate the entire (linux) user.... So I did create another Linux user and tried again, and indeed this time Pop3 worked (...???), but it showed me another error (??) : Output from command $HOME/bin/PostMasterPOP3.pl >> /dev/null .. Use of uninitialized value in split at /opt/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 51. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Peter van Beugen Verzonden: zondag 8 oktober 2006 18:36 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] PostmasterPOP3.pl I have the same problem on a fresh installed FC5 machine, Perl 5.8.8 Installed OTRS 2.1.1 and all updates and Perl modules installed (I ran otrs.checkModules) PostmasterPop3 will not work -whatever I try-, getting the error: Output from command $HOME/bin/PostMasterPOP3.pl >> /dev/null .. Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 309, <PRODUCT> line 4. Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 315, <PRODUCT> line 4. Anyone any idea??? Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Justen Hess Verzonden: dinsdag 12 september 2006 8:34 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] PostmasterPOP3.pl Hi guys, I am having issues on a FC4 system recieving email into OTRS I always recieve a auth failed from my logs, but looking at this i am now stumped: [root@localhost bin]# ./PostMasterPOP3.pl Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 315, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue Sep 12 16:19:45 2006 Message: Auth for user support(a)mail.blah.com.au failed! Traceback (20593): Module: main::FetchMail (v1.17) Line: 164 Module: ./PostMasterPOP3.pl (v1.17) Line: 126 any ideas ?? Thanks, _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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OTRS doesn't read DatabasePw from Config.pm
by Elias Probst 08 Oct '06

08 Oct '06

Hi, I'm using OTRS 2.0.4 on Gentoo. I've set up the cronjobs, but every 10 Minutes I get an entry like this one in the SysLog: --- Sun Oct 8 20:45:02 2006 error OTRS-PendingJobs-10 Access denied for user 'otrs'@'localhost' (using password: YES) Sun Oct 8 20:40:02 2006 error OTRS-PM3-10 Access denied for user 'otrs'@'localhost' (using password: YES) --- No matter what user/password I set in Config.pm, the logentry is always the same. The rights are set correctly: -rw-rw-r-- 1 apache apache 6654 Oct 7 11:14 /var/www/domain.com/otrs-2.0.4/Kernel/Config.pm The access to the SQL-DB works manually, but so far, this doesn't matter, as long the right user/password is read from Config.pm where it looks like this: --- sub Load { ... $Self->{'DatabaseUser'} = 'myuser'; $Self->{'DatabasePw'} = 'mypassword'; ... } --- Any ideas what could be wrong? Regards, Elias P. -- GMX DSL-Flatrate 0,- Euro* - Überall, wo DSL verfügbar ist! NEU: Jetzt bis zu 16.000 kBit/s! http://www.gmx.net/de/go/dsl

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RE: [otrs] PostmasterPOP3.pl
by Peter van Beugen 08 Oct '06

08 Oct '06

I have the same problem on a fresh installed FC5 machine, Perl 5.8.8 Installed OTRS 2.1.1 and all updates and Perl modules installed (I ran otrs.checkModules) PostmasterPop3 will not work -whatever I try-, getting the error: Output from command $HOME/bin/PostMasterPOP3.pl >> /dev/null .. Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 309, <PRODUCT> line 4. Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 315, <PRODUCT> line 4. Anyone any idea??? Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Justen Hess Verzonden: dinsdag 12 september 2006 8:34 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] PostmasterPOP3.pl Hi guys, I am having issues on a FC4 system recieving email into OTRS I always recieve a auth failed from my logs, but looking at this i am now stumped: [root@localhost bin]# ./PostMasterPOP3.pl Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 315, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue Sep 12 16:19:45 2006 Message: Auth for user support(a)mail.blah.com.au failed! Traceback (20593): Module: main::FetchMail (v1.17) Line: 164 Module: ./PostMasterPOP3.pl (v1.17) Line: 126 any ideas ?? Thanks, _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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Auto Generate Ticket externally
by Jase Critchley 07 Oct '06

07 Oct '06

Does anyone know how I can generate a ticket automatically using a command line parameter for the Windows Version. I have GFI Network checks installed and I want to be able execute a script or executable from GFI which will create a case automatically for the customer. Any ideas?

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Re: [otrs] empty answer performance slow
by Armando De la Re Vega 06 Oct '06

06 Oct '06

Sorry for the delay, but I tried everything and almost rejected OTRS because my bosses don't want that problem of waiting long time to answer tickets. But trying some things... I put the OTRS server in the DMZ of our net and the problem was resolved. Now we´re testing it, and hope soon start to use it. Hope this help some one.

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New Features in OTRS 2.1
by Danie Theron 06 Oct '06

06 Oct '06

Hi , I just have a few questions regarding the new features in OTRS 2.1 : - Where do you set the Role/Permission to "Ticket Supervisor" etc ? This is a great addition by the way! We need Supervisors to be able to assign sets of tickets/queues to certain agents etc. - In the Stats module , how do you specify the report to be mailed to someone on a regular basis ? - Still in Stats module , can you specify "By Agent" somewhere , or is this an added feature? - With the Ticket Watcher option , is it possible to maybe incorporate fields like "Agent" or "Queue" , in other words , can you use Ticket Watcher to monitor a certain agent or a certain Queue ? - Also , and this is probably more directed towards the commercial side , can you incorporate something like a "Global Ticket" feature , where if there is a global issue (like downtime on web servers etc) , it can be linked to certain tickets automatically falling under that category? I know these are a lot of questions , but would appreciate any input/answers at the earliest conveniance. Thanks in advance and congrats on a great release! Daniel Theron

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Attachment display on queue view
by David Hathiramani 06 Oct '06

06 Oct '06

Dear All, What do I have to edit in a template file to get the attachments of a customer ticket to display on the queue view. This would be extremely handy for us as there are some queues that literally only require someone to print the attachment received and close the ticket. If anyone has done this, please let me know. Kind Regards, David Hathiramani IT Manager ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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Generic Agent DB interface missing objects
by Paul Rhein 06 Oct '06

06 Oct '06

Hi list, Config: otrs 2.04, mysql 4.1, perl 5.8 apache 2, mod perl 2. We are using 2 different otrs systems that cannot be linked directely or megered because of some really interesting organisational internal issues.... However the need occurs (surprise, surprise !!) that we need to forward some tickets form one otrs (A) to the other otrs (B). The idea is to move the tickets to a queue on otrs A and than have an Generic agent to automatically forward the tickets every 10 minutes or so to otrs B. I did setup this quite nicely and it seems to work half way through as I can see in the log here Logfile extract: Use module (Kernel::Modules::AgentTicketForward) for Ticket (200610051010741/346812). That a ticket get selected and the module gets called. Unluckely enough I get this message: Software error: Got no ParamObject at /opt/otrs//Kernel/Modules/AgentTicketForward.pm line 46. For help, please send mail to the webmaster (root@otrs), giving this error message and the time and date of the error. So I have a twofold question: 1) is this the way to tackle the problem of "linking" the two otrs systems together or is there an easier way ? 2) why is the module "AgentTicketForward" missing the paramObject (I defined the params in the DB interace i.e. "to" emailadress) ? How can I pass the paramObject ? Is this a bug in otrs ? Do I have to write a special module to forward the emails with teh Generic agent? I can imagine that you guys are quite busy with the release of 2.1 (thanks for that we will migrate quite soonish) but I would be really grateful for any help on this. TIA Paul Rhein

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Réf. : FW: Réf. : RE: Réf. : RE: Réf. : [otrs] notification
by franck.lamas＠stp-presse.fr 06 Oct '06

06 Oct '06

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