February 2006 - otrs - OTRS mailing lists

Need Help urgently: Got no ArticleID! at ...
by ml＠charliesangels.biz 06 Feb '06

06 Feb '06

Hi everyone, I have a queue with 4 Mails - but can not display any of them due to Software error: Got no ArticleID! at /opt/otrs//Kernel/Output/HTML/ArticleCheckPGP.pm line 32. I am using OTRS 1.3.2 Any ideas on what to do to solve this problem - and what caused it in the first place ? I have moved the articles into a different queue as workaround, here´s the Traceback ERROR: OTRS-GenericAgent-41 Perl: 5.8.3 OS: linux Time: Mon Feb 6 11:05:35 2006 Message: Need ID or Name! Traceback (27054): Module: Kernel::System::Queue::QueueGet (v1.45) Line: 711 Module: Kernel::System::Ticket::SendCustomerNotification (v1.19.2.1) Line: 1810 Module: Kernel::System::Ticket::MoveTicket (v1.19.2.1) Line: 755 Module: Kernel::System::GenericAgent::JobRunTicket (v1.7 ) Line: 343 Module: Kernel::System::GenericAgent::JobRun (v1.7 ) Line: 299 Module: /opt/otrs/bin/GenericAgent.pl (v1.33) Line: 204 Thanks and regards Sascha

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error
by Danie Theron 06 Feb '06

06 Feb '06

Hi All , I've been receiving some of these messages since Saturday , not sure what it means. Any help would be appreciated. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Message: , SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (69151, ?, current_timestamp, 1, current_timestamp, 1)' Traceback (3851): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.31) Line: 203 Module: Kernel::System::PostMaster::FollowUp::Run (v1.40) Line: 191 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 440. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Message: MySQL server has gone away, SQL: 'SELECT content_path FROM article WHERE id = 69151' Traceback (3851): Module: Kernel::System::Ticket::Article::ArticleGetContentPath (v1.94) Line: 534 Module: Kernel::System::Ticket::ArticleStorageDB::ArticleAttachmentIndex (v1.31) Line: 345 Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment (v1.31) Line: 225 Module: Kernel::System::PostMaster::FollowUp::Run (v1.40) Line: 198 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 440. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Message: MySQL server has gone away, SQL: 'SELECT filename, content_type, content_size FROM article_attachment WHERE article_id = 69151 ORDER BY id' Traceback (3851): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleAttachmentIndex (v1.31) Line: 357 Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment (v1.31) Line: 225 Module: Kernel::System::PostMaster::FollowUp::Run (v1.40) Line: 198 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 376. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Regards , Danie Theron

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RE: [otrs] httpd won't start afterOTRS install
by Gordon O'Brien 05 Feb '06

05 Feb '06

Thanks Nils - that sorted it. I trawled through three months of the archives first but didn't find anything. Your time is appreciated. Gordon -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: 05 February 2006 14:26 To: User questions and discussions about OTRS.org Subject: Re: [otrs] httpd won't start afterOTRS install Gordon O'Brien wrote: > I have just attempted to install OTRS on a clean Fedora Core 4 > machine running apache 2 and mysql. I am quite new to Linux so > please bear with me! > > The install seemed to go fine. I checked that all of the perl > modules were installed ok with otrs.checkModules and the install > didn't report any problems. > > > > When I try to restart httpd I just keep getting error starting > httpd [FAILED]. Httpd was running ok prior to the install. It seems > to be halting when Apache loads the otrs.conf file. If I comment > this out of the httpd.conf it starts ok (without otrs running). > > > > Any suggestions? Did you install the RPM for Fedora Core 1-3? Because that one doesn't work directly on FC4. Change "Apache::Reload" to "Apache2::Reload" in otrs.conf (two occurences I believe). If you would have searched the mailinglist archives you would have found this. Nils._______________________________________________ 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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httpd won't start afterOTRS install
by Gordon O'Brien 05 Feb '06

05 Feb '06

I have just attempted to install OTRS on a clean Fedora Core 4 machine running apache 2 and mysql. I am quite new to Linux so please bear with me! The install seemed to go fine. I checked that all of the perl modules were installed ok with otrs.checkModules and the install didn't report any problems. When I try to restart httpd I just keep getting error starting httpd [FAILED]. Httpd was running ok prior to the install. It seems to be halting when Apache loads the otrs.conf file. If I comment this out of the httpd.conf it starts ok (without otrs running). Any suggestions? Thanks Gordon O'Brien

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RE: [otrs] httpd won't start afterOTRS install
by Gordon O'Brien 05 Feb '06

05 Feb '06

Here is the error_log for httpd... [Sun Feb 05 13:26:34 2006] [error] Can't locate Apache/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 87) line 3.\n [Sun Feb 05 13:26:34 2006] [error] Can't load Perl module Apache::Reload for server helpdesk.mediasquare.net:80, exiting... [Sun Feb 05 13:32:17 2006] [error] Can't locate Apache/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 87) line 3.\n [Sun Feb 05 13:32:17 2006] [error] Can't load Perl module Apache::Reload for server helpdesk.localdomain:80, exiting... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of siberian Sent: 05 February 2006 13:47 To: User questions and discussions about OTRS.org Subject: Re: [otrs] httpd won't start afterOTRS install What error is in your error_log for http? Up your log level to debug if required. John- ----- Original Message ----- From: "Gordon O'Brien" <gordon.obrien(a)mediasquare.co.uk> To: <otrs(a)otrs.org> Subject: [otrs] httpd won't start afterOTRS install Date: Sun, 5 Feb 2006 13:51:20 -0000 > I have just attempted to install OTRS on a clean Fedora > Core 4 machine running apache 2 and mysql. I am quite new > to Linux so please bear with me! > > The install seemed to go fine. I checked that all of the > perl modules were installed ok with otrs.checkModules and > the install didn't report any problems. > > > > When I try to restart httpd I just keep getting error > starting httpd [FAILED]. Httpd was running ok prior to the > install. It seems to be halting when Apache loads the > otrs.conf file. If I comment this out of the httpd.conf it > starts ok (without otrs running). > > > > Any suggestions? > > > > Thanks > > Gordon O'Brien > > > > > > _______________________________________________ > 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/ _______________________________________________ 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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Re: [otrs] httpd won't start afterOTRS install
by siberian 05 Feb '06

05 Feb '06

What error is in your error_log for http? Up your log level to debug if required. John- ----- Original Message ----- From: "Gordon O'Brien" <gordon.obrien(a)mediasquare.co.uk> To: <otrs(a)otrs.org> Subject: [otrs] httpd won't start afterOTRS install Date: Sun, 5 Feb 2006 13:51:20 -0000 > I have just attempted to install OTRS on a clean Fedora > Core 4 machine running apache 2 and mysql. I am quite new > to Linux so please bear with me! > > The install seemed to go fine. I checked that all of the > perl modules were installed ok with otrs.checkModules and > the install didn't report any problems. > > > > When I try to restart httpd I just keep getting error > starting httpd [FAILED]. Httpd was running ok prior to the > install. It seems to be halting when Apache loads the > otrs.conf file. If I comment this out of the httpd.conf it > starts ok (without otrs running). > > > > Any suggestions? > > > > Thanks > > Gordon O'Brien > > > > > > _______________________________________________ > 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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RE: AW: [otrs] Receiving emails via POP3 accounts
by Getchell, Adam 04 Feb '06

04 Feb '06

> exchange server. If you get a prompt, the POP3 service is > running. If the connection times out, you will need to enable > POP3 and start it. This is exactly what we do. > > I haven't installed OTRS on windows so I don't know if it > creates any default scheduled jobs or not. But if there is no No need, by default Postmaster POP checks Exchange every 10 minutes. > Thomas Adam

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RE: [otrs] Empty Answer Link for email is not visible
by David Hathiramani 03 Feb '06

03 Feb '06

Check the queue settings, you have to assign Responses to queues. They may be defined for some queues and not others. In our company we find it useful to take away this feature for the raw queues, so people can only respond when the ticket has been assigned to a correct queue. Cheers David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of ibrahim ALIZ Sent: 03 February 2006 13:05 To: otrs(a)otrs.org Subject: [otrs] Empty Answer Link for email is not visible Hi All, In agent frontend, queue-view & ticket zoom, the Empty Answer link under title "Compose Answer (email)" is not shown for some agents thus restricting the ways to send an answer to the customer, while the other one, Phone call link under title "Contact customer (phone)" is still visible and usable. I did not understand why it works like this and could not find a sensible solution for the problem. Can someone help me? Thanks for your time & consideration, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ Finalist - Recruiter Awards for Excellence 2006 Best Online Service Best Public Sector Recruitment Agency Finalist - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2006 Voted as one of The Sunday Times Best Small Companies to Work For 2005 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 www.edenbrown.com/awardwinning for more information on our award winning success ****************************************************************** 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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list of queues for customer by default
by Mike Lykov 03 Feb '06

03 Feb '06

I install OTRS 2.0.4 and create some users in it. for example, I create user "customer" and queue "internal", and want to this thing: when customer user log in and create new ticket, he cannot choose queue name in "for" filed (first drop-down list), instead it post his tickets in "internal" queue always. How can i do it? I try to include customer user & queue in one group (users), but no effect. what section of manual I must read ? %) -- Mike Lykov ISP Samtelecom, Administrator

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Empty Answer Link for email is not visible
by ibrahim ALIZ 03 Feb '06

03 Feb '06

Hi All, In agent frontend, queue-view & ticket zoom, the Empty Answer link under title "Compose Answer (email)" is not shown for some agents thus restricting the ways to send an answer to the customer, while the other one, Phone call link under title "Contact customer (phone)" is still visible and usable. I did not understand why it works like this and could not find a sensible solution for the problem. Can someone help me? Thanks for your time & consideration, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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