December 2006 - otrs - OTRS mailing lists

Use Calendar to create tickets in the future??
by Steven 14 Dec '06

14 Dec '06

Can I use the Calendar to create tickets in the future? I see this as a nice feature, because I can schedule PMs or Lease returns etc. with it. Is this possible, or has anyone else used something to accomplish this? -- -- Steven http://www.glimasoutheast.org

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Backup script can't find Config.tar.gz or Application.tar.gz
by Stewart Midwinter 14 Dec '06

14 Dec '06

There's something peculiar going on in the backup script. I normally program in Python, not Perl, but it appears that the script is looking for Config.tar.gz in the folder where it is creating the backup. That doesn't make any sense! Also it looks like the backup script does not create Config.tar.gz or Application.tar.gz. Are we supposed to create those ourselves manually? thanks Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Backup script fails under Windows - solution
by Stewart Midwinter 14 Dec '06

14 Dec '06

the backup script fails under Windows because it relies on 'which' and 'cp', neither of which are provided by Windows. Solution: install cygwin. Then, add the \cygwin\bin folder to your PATH environment variables. Also add \otrs\mysql\bin to the PATH so that the mysqldump command can be found. cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Upgrading from 2.0.4 to 2.1.2(3)?
by Danie 14 Dec '06

14 Dec '06

Hi , We are in the process of upgrading to 2.1.3 (see that is the latest on ftp) , I have read the small UPGRADING.txt file and it seems like a fairly simple procedure. We are running OTRS 2.0.4 on a dual Xeon FC5 machine and mysql-5.0.18-2.1. It will probably be a rpm upgrade , as the original install was from rpm. Are there any other pitfalls and/or hints that anyone can provide as this is a production system and we would like things to go as smoothly as possible :) Thanks in Advance! Daniel

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Odd Error relating to E-mail tickets
by Bud Bennett 14 Dec '06

14 Dec '06

Hello. I'm trying to configure OTRS so that it only just sends mail but doesn't Receive it. I have placed the SMTP configuration information Into the config.pm file in the /otrs/kernel directory, but even though The "Admin-Notification" function seems to work correctly, sending an e-mail Ticket doesn't. No, I have not configured the "Postmaster POP3 Account" menu yet, mainly Because I don't want OTRS to pop e-mail from the support account yet. (The support e-mail account gets lots of system generated e-mails sent to it and would result in creating about 80-something tickets per day. Yes, it's being changed to a different account, but it will take time.) Here's the error I'm getting: -- SNIP -- Error: Can't use from: otrs@localhost! Enable debug for more info! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: MSWin32 Time: Wed Dec 13 10:23:17 2006 Message: Can't use from: otrs@localhost! Enable debug for more info! Traceback (12272): Module: Kernel::System::Email::SMTP::Send (v1.11) Line: 85 Module: Kernel::System::Email::Send (v1.19) Line: 476 Module: Kernel::System::Ticket::Article::ArticleSend (v1.128) Line: 1557 Module: Kernel::Modules::AgentTicketEmail::Run (v1.24) Line: 712 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::h andler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 -- SNIP -- This doesn't make any sense. It appears to me as if OTRS is trying to send mail Not from the ticket agent's configured e-mail address and not from the admin account E-mail address either. I've gone through the Core:: configuration in the SysConfig menu under admin and I can't Find "otrs@localhost" anywhere! (Was I looking hard enough?) I know that perhaps the admin(1) account is the postmaster account, but even after changing It's e-mail address in the users menu, it still doesn't help anything. If this is documented, I'd like to know where because I've been RTFM'ing for a while! Does anyone have any ideas? Thank you very much. -- Bud Bennett E-mail: bbennett at n0$pam.electrobusiness.com

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otrs-2.1.3 stats xml configuration
by Richard Mollel 13 Dec '06

13 Dec '06

Hi, Wondering if someone is willing to share their Stats configuration (can be exported as xml file from within otrs)..if it can perform stats check for average_time_tickets_are_open......on a system. Anything close to this will also be appreciated.... _Thanks Richard ____________________________________________________________________________________ Need a quick answer? Get one in minutes from people who know. Ask your question on www.Answers.yahoo.com

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AW: AW: AW: [otrs] ModuleKernel::Modules::FAQ notregistered inKernel/Config.pm!
by shawn.beasley＠dlh.de 13 Dec '06

13 Dec '06

Hey again, Crazy or not mine works :) @ Peter > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von mike conigliaro > Gesendet: Dienstag, 28. November 2006 16:54 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: AW: [otrs] ModuleKernel::Modules::FAQ > notregistered inKernel/Config.pm! > > yup, i just restarted with no luck. i also made the change > on line 48 of $HOME/Kernel/System/LinkObject/FAQ.pm. > > FrontendDest => "Action=AgentFAQ&ItemID=", > > did i miss something else? As I have said, and as you can read, two of us have used the solution at > > Mike Conigliaro > ProActive Technologies > conigliaro(a)getproactivenow.com > 203.239.0440 ext:317 > www.getproactivenow.com > > > shawn.beasley(a)dlh.de wrote: > > Hello, > > > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von mike conigliaro > >> Gesendet: Dienstag, 28. November 2006 16:37 > >> An: User questions and discussions about OTRS.org > >> Betreff: Re: AW: [otrs] Module Kernel::Modules::FAQ notregistered > >> inKernel/Config.pm! > >> > >> thanks, but this didnt help. i went to Config Options: > >> Ticket -> Core::LinkObject and made it look like this (FAQ > was added > >> to the list): > >> > >> LinkObjects => > >> Ticket > >> FAQ > >> > >> then i updated lines 129-149 in > >> $HOME/otrs/Kernel/Output/HTML/Standard/AgentFAQ.dtl, but it still > >> tells me the module is not registered. how do you > register a module? > > > > Did you restart otrs after the changes were made? I am not > sure if this will have an affect, but it should be tried. > > > > The solution definitely works, we have tested it on at > least two installations. > > > > OTRS Version 2.1.3 and FAQ 1.0.11 > > > >> Mike Conigliaro > >> ProActive Technologies > >> conigliaro(a)getproactivenow.com > >> 203.239.0440 ext:317 > >> www.getproactivenow.com > >> > >> > >> shawn.beasley(a)dlh.de wrote: > >>> > >>> http://www.mail-archive.com/otrs@otrs.org/msg12344.html > >>> > >>>> -----Ursprüngliche Nachricht----- > >>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> Im Auftrag > >>>> von mike conigliaro > >>>> Gesendet: Montag, 27. November 2006 23:10 > >>>> An: User questions and discussions about OTRS.org > >>>> Betreff: [otrs] Module Kernel::Modules::FAQ not registered > >>>> inKernel/Config.pm! > >>>> > >>>> i just did a fresh install of otrs 2.1.3, and im getting > >> this error > >>>> when i click on the "FAQ" link when replying to a ticket. does > >>>> anyone know whats going on? > >>>> > >>>> ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Mon Nov 27 > >>>> 17:08:19 2006 > >>>> > >>>> Message: Module Kernel::Modules::FAQ not registered in > >>>> Kernel/Config.pm! > >>>> > >>>> Traceback (13986): > >>>> Module: Kernel::System::Web::InterfaceAgent::Run > >> (v1.17) Line: 555 > >>>> Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 > >>>> > >>>> -- > >>>> Mike Conigliaro > >>>> ProActive Technologies > >>>> conigliaro(a)getproactivenow.com > >>>> 203.239.0440 ext:317 > >>>> www.getproactivenow.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/ > >>>> > >>> _______________________________________________ > >>> 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/ > > _______________________________________________ > > 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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Question about Filters and GenericAgent in OTRS
by remi 13 Dec '06

13 Dec '06

Hi there, I'm using OTRS for about a week now. So far I like it a lot. I'm planning to implement the software on our help desk in the coming days. I'd appreciate some help with these issues I'm running into. I'm using ORTS 2.1.3 on Linux. 1) GenericAgent in the Webinterface How do I define a job that is not automatically scheduled? When I do not enter a schedule (default blank) it runs every 10 minutes. (I suppose the cron is running at this interval. Is this suppose to work this way? 2) Then the Times option, same interface. It says: 'Ticket created before X days'. I expect it to get tickets that are created more than, say, 2 days ago. When the job runs, it seems to ignore this option since all mails get filtered. What could be wrong here? 3) Filters What is the difference in using 'PostMaster Filter' in the web interface, and creating filters in the Config.pm? Is there some info available on how exactly they work? Are they exact matches, etc. I'm having some trouble using the filters.. For example: I have a filter that mail from 'queue1(a)example.com' places in queue 'queue1'. This works. Another filter places mail from 'queue2(a)example.com' in queue 'anotherqueue'. This also works. Finally I have a filter that filters out SPAM to the junk queue. This works if mail was sent to 'someotheraddess(a)example.com'. Problem is: SPAM mail sent to queue1(a)example.com and queue2(a)example.com is not matched as spam but placed in 'queue1' of 'anotherqueue'. I tried to play with the order of the filter in the Config.pm file, but that did not do the trick. Filters used: $Self->{'PostMaster::PreFilterModule'}->{'queue1'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'queue1(a)example.com', }, Set => { 'X-OTRS-Queue' => 'queue1', }, }; And another one like this, for 'anotherqueue'. $Self->{'PostMaster::PreFilterModule'}->{'spam'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { #Subject => '[SPAM?]', 'X-server-MailScanner-SpamScore' => 's', }, Set => { 'X-OTRS-Queue' => 'junk', 'X-OTRS-Priority' => '1 very low', 'X-OTRS-State' => 'open', }, }; How to catch SPAM mail send to queue1(a)example.com? Is there a way to use 'not' in the match? Then I could use 'from queue1(a)example.com' AND NOT spam. Thanks for your help! grtx,remi

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Change Priority on Follow Up
by Network Operations 13 Dec '06

13 Dec '06

Hello all, I am running OTRS v2.1.1 at my office. I have created a new priority called 6- FOLLOWUP to alert our support staff when a ticket has been responded to by the customer. I would like any message response from a customer to a previously opened ticket to automatically have the priority reset to this level so that it will appear at the top of a queue. I'm sure there should be an easy way to implement this, but I cannot seem to find it in the admin interface. Could anyone point me in the right direction? Thanks in advance, David Quick Network Operations Lambda Research Corporation dquick(a)lambdares.com

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Postmaster error using SysLog (line 312, modification of read only variable)
by Umberto Nicoletti 13 Dec '06

13 Dec '06

Hi, I am running (very happily) OTRS 2.0 on SLES9 and today the PostMaster process died with the following error: Modification of a read-only value attempted at /usr/lib/perl5/5.8.5/i386-linux/Sys/Syslog.pm line 312 This seems to have already been reported (and SOLVED) a while ago: http://lists.otrs.org/pipermail/dev/2005-October/001155.html I have applied the patch in the email above and it works, so is there any reason why it hasn't been included in otrs? Thanks, Umberto

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