February 2006 - otrs - OTRS mailing lists

AW: [otrs] System / SysConfig error message
by Oliver Buckie 21 Feb '06

21 Feb '06

Thanks for your feedback Nils. I ran $OTRS_Home/bin/otrs.checkModules and XML::Parser was not installed - everything else fine. So I installed "libxml-parser-perl 2.34-4", re-ran otrs.checkModules and all OK. I get one step further now in System, SysConfig page.. However, as with Misc, Package Manager - I get permisison problems: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: permission denied! In the "/usr/share/otrs/bin#" directory I ran "./.SetPermissions.sh /usr/share/otrs root root" - but this has not helped. Any ideas what I am doing wrong? Thanks. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Breunese (Lemonbit Internet) Gesendet: Dienstag, 21. Februar 2006 14:11 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] System / SysConfig error message Oliver Buckie wrote: > I have installed OTRS 2.0.4 on Debian. I can login as root@localhost > OK and go to the Admin menu. However, as soon as I try to go to the > System, SysConfig page, I get the following error: > > ==================== cut ==================== Software Error > > Can't locate object method "new" via Package "XML::Parser:Lite" at > ../..//kernel/System/XLM.pm line 781 ==================== cut > ==================== > > Also, I get the following error when I goto Misc, Package Manager: > > ==================== cut ==================== Software Error > > ERROR: Need write permission in OTRS home > Try: $OTRS_Home/bin/SetPermissions.sh !!! > ==================== cut ==================== > > This is a complete new install and I've done no configuration changes > - first login. Any ideas what I've done wrong and how to fix these > problems? Well, did you do what the error says? Run $OTRS_Home/bin/ SetPermissions.sh. And while you're at it, is everything ok according to $OTRS_Home/bin/otrs.checkModules? Nils Breunese. _______________________________________________ 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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System / SysConfig error message
by Oliver Buckie 21 Feb '06

21 Feb '06

Dear all I have installed OTRS 2.0.4 on Debian. I can login as root@localhost OK and go to the Admin menu. However, as soon as I try to go to the System, SysConfig page, I get the following error: ==================== cut ==================== Software Error Can't locate object method "new" via Package "XML::Parser:Lite" at ../..//kernel/System/XLM.pm line 781 ==================== cut ==================== Also, I get the following error when I goto Misc, Package Manager: ==================== cut ==================== Software Error ERROR: Need write permission in OTRS home Try: $OTRS_Home/bin/SetPermissions.sh !!! ==================== cut ==================== This is a complete new install and I've done no configuration changes - first login. Any ideas what I've done wrong and how to fix these problems? Many thanks. Oliver

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Re: [otrs] Re: CustomerID field as drop-down?
by Oliver Buckie 21 Feb '06

21 Feb '06

Hi Graeme Many thanks for your feedback. What I would like is the possibility that the drop-down can be populated the Agents themselves i.e. if the CustomerID does not display a particular company name, then the agent can add one. Perhaps the drop-down could have a value called "Add new...", and if this is selected, then the Agent has the option to enter a new company via a newly displayed text box which appears??? Any ideas? Thanks Oliver -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Graeme Brough Gesendet: Montag, 20. Februar 2006 10:01 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Re: CustomerID field as drop-down? Hello Oliver, Apologies for missing your original posting. It certainly is possible to turn the CustomerID or any other field into a drop-down. But it depends how you what to populated the drop-down. I created a drop-down field that populated via a database (not OTRS db) query. In every module where the field is referenced (using AgentEmail.pm as example) you must add something like: > # > # build siteid select > # > # Connect to db and extract siteid info. > # > my $CMP_Get = "SELECT DISTINCT CL.SITE_ID " > . "FROM SITE_ID"; > # > my $dbh = &external_db_connect(); > my $sth = $dbh->prepare($Get); > $sth->execute(); > # > while (my @SQLSiteID = $sth->fetchrow_array()) { > $SiteIDData{$SQLSiteID[0]} = $SQLSiteID[0]; > } > # > $Param{SiteIDStr} = "<select name=\"TicketFreeText1\" onchange=\"document.compose.ExpandCustomerName.value='3'; document.compose.submit(); return false;\">\n"; > $Param{SiteIDStr} .= "<option value=\"\"> Select SiteID<\/option>\n"; > $Param{SiteIDStr} .= "<option value=\"new\"> New > Customer<\/option>\n"; # > my $SiteIDAssign = index($Param{"TicketFreeTextField1"},"value=\"\""); > if ($SiteIDAssign == -1) { > $SiteIDAssign = index($Param{"TicketFreeTextField1"},"value=\""); > $SiteIDStart = ($SiteIDAssign + 7); > $SiteIDEnd = index($Param{"TicketFreeTextField1"},"\" size=\"30\""); > $GetSiteID = substr($Param{"TicketFreeTextField1"},$SiteIDStart,($SiteIDEnd - $SiteIDStart)); > } > foreach (sort keys %SiteIDData) { > if ("$_" eq "$GetSiteID"){ > $Param{SiteIDStr} .= "<option selected value=\"$_\">$SiteIDData{$_}<\/option>\n"; > } else { > $Param{SiteIDStr} .= "<option value=\"$_\">$SiteIDData{$_}<\/option>\n"; > } > } > $Param{SiteIDStr} .= "<\/select>\n"; In this example, we connect to the external db and find a single occurrence of eack Site ID, when build the HTML 'SELECT' tag and associated values. If you replace 'TicketFreeTextField1' with 'CustomerID' it will work against that field. HTH, Graeme Oliver Buckie wrote: > Would be great if any could comment on this... I need to find a way of have both contact (individuals)and company (firm) fields. The latter being a drop-down... > > Is it possible to turn the CustomerID field (in all instances) from a free-text field to a dropdown with pre-defined values (customer1, customer2, customer3 etc.)? If possible, would also be great if an agent could also add-to this field to populate the values. > > Thanks for your comments. > _______________________________________________ > 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/ -- ============================================================== Graeme Brough rsc-uc(a)sun.com Customer Account Management Support Team Internal: x(70) 73488 Worldwide: +44 (0)1506 673488 Sun Remote Support Centre Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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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Problems with Sendmail & Attachments
by Alexander Scholler 21 Feb '06

21 Feb '06

Hi, we have serious problems with sending mails through the agent with attachements. After composing such an mail, the webpage is reloaded for several minutes. Sometimes, the mail is sent (correct or with corrupted attachment), sometimes it isn't (no logging on system log). What is your expirience - do you have similiar problems??? I opened Bug #1062 http://bugs.otrs.org/show_bug.cgi?id=1062 We use OTRS 2.0.4 on SuSE Linux 9.0 with UTF8 and file-based ticket-storage. We had to do a dirty fixing described in http://bugs.otrs.org/show_bug.cgi?id=942 otherwise attachment with german umlauts could not be opened. Bye, Alex -- Alexander Scholler <alexander.scholler(a)augsburg.de> Informationstechnik | Team Beratung und Betreuung VZA / Zimmer 472, Durchwahl -4451

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otrs at http://somesite/ (not http://somesite/otrs)
by mike conigliaro 21 Feb '06

21 Feb '06

can someone who has this working please post their /etc/apache2/conf.d/otrs.conf? i've been able to get the scripts to execute fine by adding the line: ScriptAlias / /opt/otrs/bin/cgi-bin/ but once i do this, all the images stop working, because the next line stops working: Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ . thanks in advance. -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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OTRS from deutsch to po russki?
by Peter 21 Feb '06

21 Feb '06

Hi list! I use OTRS successfully since years in german language and all work fine since years. Now I have to setup some additional queues in russian language and charakter set. Is possible to switch some queues to russian language and charakter set? I try to setup some autoreply or send some test-emails, but OTRS convert all letters in email into html: ...Ува... and noone can read russian letters. Any ideas!? Gruss, Peter -- www: http://peter.tux.hm www: http://tux.hm - Linux- und BSD-UserGroup im Weserbergland www: http://ha-forum.org - HA Cluster Forums

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Duplicated usernames. SMTP authentication failed! Enable debug for more info!
by hong yang 20 Feb '06

20 Feb '06

Hi, guys, Thank you for your nice software. I've installed OTRS-2.0.4-01-win32.exe on Windows XP Professional Version. My problem is, everytime when I tried to send out an e-mail through SMTP, an authentification error occurs. I tried to setup the smtp parameters via the graphical administration frontend(Framework::Core::Sendmail) and via Kernel/Config.pm as well. However the error remains the same, and here is the details: ======================================= ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: MSWin32 Time: Mon Feb 20 16:17:10 2006 Message: SMTP authentication failed! Enable debug for more info! Traceback (2160): Module: Kernel::System::Email::SMTP::Send (v1.9) Line: 76 Module: Kernel::System::Email::Send (v1.14) Line: 467 Module: Kernel::System::Ticket::Article::ArticleSend (v1.94) Line: 1321 Module: Kernel::Modules::AgentTicketCompose::SendEmail (v1.7) Line: 548 Module: Kernel::Modules::AgentTicketCompose::Run (v1.7) Line: 91 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_i ndex_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ======================================= Here is the setting of my SendmailModule: # SendmailModule $Self->{"SendmailModule"}="Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"}="<my Hostname>"; $Self->{"SendmailModule::Port"}="25"; $Self->{"SendmailModule::AuthUser"}="<my username>"; $Self->{"SendmailModule::AuthPassword"}="<my password>"; ======================================= Then I tried to use Ethereal to trace the SMTP protocol, and got the encoded username and password. After decoding the username and password using base64_decoder (http://www.splitbrain.org/encode.php) I found that the username is written twice with the password written once, something like, "command: AUTH PLAIN <my username><my username><my password>". I am sure all my setting is right and they work in Thunderbird in the same machine. So I think this might be a bug of OTRS. I've checked the bug list, but I couldn't find out the solution. Can you please check it out and reply to me, thank you. Hong Yang

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Having some real problems with AgentTicketPhoneNew.dtl
by Braun Brelin 20 Feb '06

20 Feb '06

Hi all, I'm having some real problems with the AgentTicketPhoneNew.dtl file. I've been trying to customize this for a number of things. However, I'm running into (I think) a real bug with the page. It turns out that if you enter something into a text field, and then try to search for and take a customer the search action clears out anything that was typed in into the body field. Does anyone know a way to stop the search function from clearing the data on the screen? This is a real problem, and in my opinion, a pain in the ass bug. Braun

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Customer Page
by Roberto Dud (listas) 20 Feb '06

20 Feb '06

Mrs, Why I change de initial customer page? Thanks, Dud.

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RE: [otrs] PostmasterPOP3 error[Scanned]
by Danie Theron 20 Feb '06

20 Feb '06

OK , I have installed a system from scratch , added only one POP3 mailbox and am still getting the same error : ./PostMasterPOP3.pl -f 1 -d 2 Notice: PostMasterPOP3.pl is already running but is starting again! Message 1/200 (otrssunvegas@verpakt.com@192.168.135.27) Got no Email at /usr/share/otrs/Kernel/System/PostMaster.pm line 45, <PRODUCT> line 4. Also when I check the log I get : Can't create PID PostMasterPOP3, because it's already running. I also noticed that is resets this PID after an hour : Removed PID (PostMasterPOP3/ticket.verpakt.com/5879, because 1 hour old! Can this maybe be the problem? I am really at my wits end and would be extremely happy if someone could please help me with this. > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 17 February 2006 04:09 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] PostmasterPOP3 error[Scanned] > > Hi , > > I am experiencing a very frustrating problem when checking mail with the > PostmasterPOP3.pl script. When it checks every 10 minutes (cronjob) it > sometimes just bombs out with the following error : > > Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 45. > > Now I have posted this before , and the reply was that it might be a > Postmaster Filter rule , but I haven't added any new rules. > > I am connecting to an Exchange Server with POP3 accounts. Please , > please if anyone has any advise or came across the same problem please > respond. > > TIA > > Regards , > > Danie Theron > > > It is common knowledge that there are three sides to the force: the > light side, the dark side, and Chuck Norris. > > > ------------------------------------------------------------------------ > ---- > 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. > ------------------------------------------------------------------------ > --- > > _______________________________________________ > 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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