May 2006 - otrs - OTRS mailing lists

LDAP & Active Directory
by Gary Stanley 25 May '06

25 May '06

Hi, Ok so I have OTRS installed on a suse Linux box and it all works fine, I've even got users authenticating against a Windows Active Directory ... Now the problem is, as I understand it even though you can authenticate against an LDAP server, you STILL need the users in the local MySql DB (right or wrong?) ... This isn't ideal, but also isn't the end of the world but my problem then is how do I do a mass import of users (read: CUSTOMERS not ADMINS!) into the DB? I see there is one particular script that MAY help me (sync-ldap2db.pl) but there is no documentation on this so can anyone help me out at all as I am pulling my hair out right now!!! Any help at all would be greatly appreciated Gary

1 0

DBI::dbl and disconnect()
by François 25 May '06

25 May '06

Hi all, Just installed OTRS. Very impressed! Top notch. Perl is not my mother tongue, and OTRS is my very very new best friend, so pardon my ignorance. The cron job I set up with the help of Cron.sh sends me every 10 minutes or so this mail: Subject: Cron <otrs@xxx> $HOME/bin/GenericAgent.pl -c db >> /dev/null DBI::db=HASH(0xa778fd8)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4. Went through the code, looked for the statement, and did a little search. Some say a finalize() statement (as in the error message) would do good. Put one before the faulty codeline, but then two different error messages came back through the wire: Subject: Cron <otrs@xxxx <mailto:otrs@xxxx> > $HOME/bin/GenericAgent.pl -c db >> /dev/null (in cleanup) Can't locate object method "finish" via package "DBI::db" at /opt/otrs/Kernel/System/DB.pm line 220, <PRODUCT> line 4. And: Subject: Cron <otrs@philanth> $HOME/bin/PostMasterPOP3.pl >> /dev/null (in cleanup) Can't call method "finish" on an undefined value at /opt/otrs/Kernel/System/DB.pm line 220, <PRODUCT> line 4 during global destruction. So, took out the finalize() bit. Back to square one. Downloaded the whole 48 MB archive (have you ever loaded a 48 MB doc in Notepad.exe? Fun to watch the little worker sweat like this!). Nothing in there about the problem. Maybe someone knows what I do not know. Thanks for the help. François

1 0

Debug mode?
by Brian Ronk 24 May '06

24 May '06

Ok, I got my system working correctly except for email. I'm trying to do it via SMTP, but I'm getting an error. I'd like to turn on debugging mode to get more information, but I'm not finding how to do that anywhere. I looked in the ToC of the documentation, but didn't see anything. Where do I set that? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

1 0

RE: [otrs] "AgentEmail rejected" problems
by Christoph Lindemann 24 May '06

24 May '06

Hi Alex, Thank you for the help, it pointed me in the right direction. The problem was, that I had enabled Ticket->Core::PostMaster::PreFilterModule###999-AgentInterface After disableing that option, it works. Kind regards, Christoph Lindemann > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Alexander Scholler > Sent: Wednesday, May 24, 2006 6:57 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] "AgentEmail rejected" problems > > > Hi Christoph, > > the quality of your description of the problem is really excellent. > I can't explain the behavior of your system, but let me try > nevertheless... > > Christoph Lindemann schrieb: > > Hi All! > > > > Question > > ---------------------- > > When a customer tries to replies to an agent email > (email-external), he gets > > an email back stating > > "Sorry, AgentEmail rejected because no <OTRS_CMD> found!" > > and a subject > > "[Ticket#: XXXXXXXXXXXXXXX] AgentEmail rejected!" > > (Where X is the ticket number) > > > > What could be the reason for this rejection? Why does OTRS > not take the > > ticket number from the subject, and add it as a new note to > the existing > > ticket? > > > > Since I am new to OTRS, I am rather stuck, as I do not know > where to look > > next. > > > > Setup/Background: > > ---------------------- > > -I have given all queues their own email address in "System > Email Addresses" > > -The system uses 1 PostMaster POP3 Account > > -The different queue email adresses are all forwarded to this 1 same > > PostMaster POP3 Account. > > -The POP3 account is setup with "Dispatching by email To: field" > > -If a customer sends a new email/incident to the email > adresses, OTRS > > accepts it correctly and creates a new ticket. > > -I have checked the email headers, and verified that the > To: field is set > > correctly. > > -I have checked that every queue has a correct > "Systemaddress:" value. > > > > -I have tried changing "Core::Ticket::Hook" > > -Core::PostMaster::PostmasterFollowUpSearchInReferences:Yes > > -Core::PostMaster::PostmasterDefaultQueue:"Dev. Support" > > > > System Log: > > ---------------------- > > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Fetched 1 email(s) from > > supportsys(a)XXX.XXX.XX.XX. > > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email > (From: Christoph > > Lindemann <christoph(a)XXXXXXXXX.XX>, Message-ID: > > <44731116.6010006(a)XXXXXXXXX.XX>) because the X-OTRS-Ignore is set > > (X-OTRS-Ignore: yes). > > "X-OTRS-Ignore is set" - either in the follow-up-mail > received by OTRS > (check the mail-header!) or set by a Postmaster Filter you created. > > > Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in > AgentInterface > > email found, send reject to agent > > (MessageID:<44731116.6010006(a)XXXXXXXXX.XX>)! > > Why "send reject to -agent-". It seems like the mail is > recognized as an > mail from an agent (not customer). "No commands" could mean > that this > mail is interpreted as a kind of "remote control" of OTRS > through mails > from agents. For this mail, no corresponding commands are found. > I don't know this feature - do you use a CVS-version of OTRS? > > But perhaps, I'm completely wrong. > > > > > > Kind regards, > > Christoph Lindemann > > Bye, Alex > _______________________________________________ > 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/ >

3 2

time accounting otrs 2.0.4
by Johan Bijlsma 24 May '06

24 May '06

When I use time accounting i get after some minutes a Internal Server Error. This problem occurs from month 3. Month 1 en 2 generates reports without a problem. I find de following errors in the apache error_log. [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] ERROR: OTRS-CGI-34 Perl: 5.8.0 OS: linux Time: Tue May 23 09:33:50 2006, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Message: Need UserLogin!, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Traceback (10895): , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::CustomerUser::DB::CustomerName (v1.36) Line: 77, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::CustomerUser::CustomerName (v1.22) Line: 199, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::Stats::AccountedTime::Run (v1.4 ) Line: 128, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::Modules::SystemStats::Run (v1.26 ) Line: 164, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: /opt/otrsprod/bin/cgi-bin/index.pl (v1.80) Line: 47, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats Some help will be really helpful. Thanks for your time, Best Regards, Johan Bijlsma. Rotaform. Lelystad, Netherlands.

2 1

2 questions
by Abdelrahman 24 May '06

24 May '06

Dear all, I have 2 problems in otrs that i need to solve.. 1. i want to generate statistical reports about the number of tickets : (closed, opened, pending) per each agent?! 2. i want to generate statistical reports about the number of tickets per customer group and my customer groups are on ldap?! can please any body help?! regards, Abdelrahman

2 1

login
by Mamakwa M. Sefiri 24 May '06

24 May '06

Is it possible to make the system recognize the Customer and Agent login details whenever they login, only if they have login before on the system. Thanks Mamakwa

1 0

"AgentEmail rejected" problems
by Christoph Lindemann 24 May '06

24 May '06

Hi All! Question ---------------------- When a customer tries to replies to an agent email (email-external), he gets an email back stating "Sorry, AgentEmail rejected because no <OTRS_CMD> found!" and a subject "[Ticket#: XXXXXXXXXXXXXXX] AgentEmail rejected!" (Where X is the ticket number) What could be the reason for this rejection? Why does OTRS not take the ticket number from the subject, and add it as a new note to the existing ticket? Since I am new to OTRS, I am rather stuck, as I do not know where to look next. Setup/Background: ---------------------- -I have given all queues their own email address in "System Email Addresses" -The system uses 1 PostMaster POP3 Account -The different queue email adresses are all forwarded to this 1 same PostMaster POP3 Account. -The POP3 account is setup with "Dispatching by email To: field" -If a customer sends a new email/incident to the email adresses, OTRS accepts it correctly and creates a new ticket. -I have checked the email headers, and verified that the To: field is set correctly. -I have checked that every queue has a correct "Systemaddress:" value. -I have tried changing "Core::Ticket::Hook" -Core::PostMaster::PostmasterFollowUpSearchInReferences:Yes -Core::PostMaster::PostmasterDefaultQueue:"Dev. Support" System Log: ---------------------- Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Fetched 1 email(s) from supportsys(a)XXX.XXX.XX.XX. Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email (From: Christoph Lindemann <christoph(a)XXXXXXXXX.XX>, Message-ID: <44731116.6010006(a)XXXXXXXXX.XX>) because the X-OTRS-Ignore is set (X-OTRS-Ignore: yes). Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in AgentInterface email found, send reject to agent (MessageID:<44731116.6010006(a)XXXXXXXXX.XX>)! Kind regards, Christoph Lindemann

2 1

TimeWorking-bug
by Alexander Scholler 23 May '06

23 May '06

Hi all, I'm quite sure that I found a bug in the calculation of time past within the service time (this is relevant for correct ticket escalation!). The problem I still have is that under the otrs-linux-user, a test-script returns the right result. But under the webgui, I get a return of 0 seconds for some combinations of start- and end-dates. See http://bugs.otrs.org/show_bug.cgi?id=1210 for details. Can you approve the bug and the bugfix? Any explanations for my problems? Bye, Alex

1 0

Languaje (spanish) problem
by Carlos A. Cardona Gomez 23 May '06

23 May '06

Hello, I am using ORTS in spanish, but i still get the english sentence Sent new password to: whatever(a)whatever.com when i request for a new password in the login page. I tried to translate this sentence in the /otrs/Kernel/Language/es.pl file but i didn't find it. ¿Can anyone tell me how can i translate it? Thanks, Carlos Andrés Cardona Analista de Informática Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana Circular 1 No 70-01 Bloque 9 Medellín COLOMBIA Tel: +57 4 415 9006 Fax: +57 4 230 6164 carlos.cardona(a)upb.edu.co -------------------------- www.upb.edu.co <http://www.upb.edu.co/> ------------------------------ UPB 70 años de Transformación Social y Humana

2 1