June 2006 - otrs - OTRS mailing lists

Email Postmaster
by BATARD olivier 12 Jun '06

12 Jun '06

Hi, Since Yesterday, we have have an huge quantity of mail like this in the postmaster queue : DBI::db=HASH(0x86ed664)->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, <PRODUCT> line 4. Anyone can explain ? Thanks, Olivier BATARD, Technicien Système - Poste 1695 SIGMA Informatique http://www.sigma.fr 3 rue Newton, BP 4127, 44241 La Chapelle sur Erdre Cedex Tel direct : 0240371456

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Config.pm problem
by Steve Hill 09 Jun '06

09 Jun '06

I know that I broke something, but I now have two identical Config.pm files, one at /etc/otrs/Kernel and the other one at $HOME/Kernel. I think that I had one as a link to the other, but I can't find why I did that, nor which way the link pointed. ls of /etc/otrs/Kernel reveals total 45 drwxrwxr-x 3 www-data nogroup 216 Mar 29 17:09 Config -rw-rw-r-- 2 www-data nogroup 4831 Apr 26 16:37 Config.pm -rw-rw-r-- 1 www-data nogroup 3924 Nov 22 2005 Config.pm.dist -rw-rw-r-- 1 www-data nogroup 4786 Apr 14 16:08 Config.pm.old -rw-rw-r-- 1 www-data nogroup 4786 Apr 14 16:05 Config.pm~ drwxrwxr-x 2 www-data nogroup 664 May 10 01:36 Language -rw-rw-r-- 1 www-data nogroup 12247 Nov 22 2005 Language.pm drwxrwxr-x 2 www-data nogroup 3200 May 10 01:36 Modules lrwxrwxrwx 1 www-data nogroup 16 Mar 29 17:09 Output -> /etc/otrs/Output drwxrwxr-x 18 www-data nogroup 1680 May 10 01:36 System ls of $HOME/Kernel reveals total 24 drwxr-xr-x 2 www-data nogroup 80 Mar 29 17:09 Config lrwxrwxrwx 1 root root 32 Jun 2 03:54 Config.pm -> /usr/share/otrs/Kernel/Config.pm -rw-r--r-- 1 www-data nogroup 4308 Apr 6 02:04 Config.pm.old -rw-rw-r-- 2 www-data nogroup 4831 Apr 26 16:37 Config.pm.prelink -rw-rw-r-- 1 www-data nogroup 4814 Apr 24 15:29 Config.pm~ (I have tried it with the link going the other way, too.) I receive emails like: From otrs(a)rhinonetworksolutions.com Fri Jun 2 03:30:17 2006 X-Original-To: root@localhost From: root(a)rhinonetworksolutions.com (Cron Daemon) To: root@localhost Subject: Cron <otrs@charlie> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/usr/share/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Date: Fri, 2 Jun 2006 03:30:17 -0700 (PDT) Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'LogSystemCacheSize' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Limit' in Config.pm found! Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! Error: Config.pm No value for 'Database::Attribute' in Config.pm found! Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Obviously, something is wrong because the values ARE defined in Defaults.pm. Please let me know if you see anything glaringly obvious. Thanks, Steve p.s. Can someone please tell me how to discover what the Apache user and group are?

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Re: [otrs] Could not group the customers
by Jeff Baughn 09 Jun '06

09 Jun '06

It'll take some time to set up, but use the Postmaster filter to filter messages from pro-user(a)companyA.com to X-OTRS-Queue=AgentA, pro-user(a)companyB.com to X-OTRS-Queue=AgentB, etc. As far as the Customer web tickets, set it up so the only queues these pro-users can see are the queues belonging to their specific agent. -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Thomas Riedrich > Sent: Friday, June 09, 2006 6:25 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Could not group the customers > > Hello, > > we're evaluating OTRS for our company. We have about 30 "agents" who > would use OTRS if it is implemented. We need one specific feature > though ,and I' not sure if OTRS has it. We have a few hundred "pro" > customers, and those pro-customers each have their own support agent > which they always e-mail with. Is it possible with OTRS to set up a > customer database, and when one of these pro-customers creates a new > support ticket via e-mail or via the customer web interface, that this > new ticket is directly assigned to a specific agent, instead of going to > a regular queue, to make sure that the ticket is assigned to and > answered by this pro-customers' "personal" support agent? > > Kind regards, > Tom > > _______________________________________________ > 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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Could not group the customers
by bipin＠spectrum.net.in 09 Jun '06

09 Jun '06

Hi eveybody, The outside customers sends emails to my OTRS system from various emailIDs. The customers are not able to login through the webinterface. They use their email client or webmail or thirdparty emails (yahoo,gmail) to send their request. Whats my problem is I could not group them. I can receive their request and send the solutions to them successfully. But I could not set a search criteria for them. How can I solve this problem Thanks in advance ~ -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

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500 Internal Server Error
by Jeremi Bergman 09 Jun '06

09 Jun '06

I'm trying to insteall OTRS on my FC1 box running Cpanel. i've used the RPM to install, but am getting a 500 Internal Server Error. My Error log states: [Thu Jun 8 14:41:20 2006] [error] [client 206.98.128.14] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl All of my modules are isntalled correctly: CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok And as far as i know my permission are set correctly: # ls -l total 16 drwxrwxr-x 3 nobody nobody 1024 Jun 8 14:42 ./ drwxrwxr-x 4 nobody nobody 1024 Jun 8 13:00 ../ drwxrwxr-x 2 nobody nobody 1024 Nov 12 2005 cpanel/ -rwxrwxr-x 1 nobody nobody 1527 Nov 12 2005 customer.pl* -rwxrwxr-x 1 nobody nobody 1419 Nov 12 2005 faq.pl* -rwxrwxr-x 1 nobody nobody 1515 Nov 12 2005 index.pl* -rwxrwxr-x 1 nobody nobody 4365 Nov 12 2005 installer.pl* -rwxrwxr-x 1 nobody nobody 1524 Nov 12 2005 public.pl* Any guidance would be greatly appreciated!

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Themes ?
by Dennis Kavadas 09 Jun '06

09 Jun '06

hi all not sure if my emails to the OTRS list are getting through as i've asked a quesrtion about themes and OTRS2.x Where can I find new themes ?

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Assigning Tickets to a set of users
by Prafulla Kumar H.S. 09 Jun '06

09 Jun '06

Hi, I want to assign tickets to set of users so that any one among them can pick up the same. I went thorough the manual and not able to find any method. I am looking for help on this problem from some one who had worked on this. Regards, Prafulla Kumar

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ticket autoclose after resolved state, after 72 hrs
by Priya b 09 Jun '06

09 Jun '06

Hi all, I want to autoclose a ticket after resolved state & after 72 hrs if the customer does not close it manualy. I think i can do it using cronjobs. But what will the variable name representing the "Time after resolved state:"?(which i need to set as 72 hrs.) Again , what is Termin1 & Termin2 fields in customer.pl Plz help me. Thanks in advance priya

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Two Questions
by carinus.carelse＠mrc.ac.za 08 Jun '06

08 Jun '06

1) Is it Possible to set OTRS so that a note goes out when an agent makes an update. currently mine only does a notification if the Customer makes an update. 2) I created an agent but when I want to assign him as an owner he does not appear in the list but I can login as him. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm

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Installation Questions
by Hershel Robinson 08 Jun '06

08 Jun '06

I am attempting to install OTRS on a Linux VPS (virtual private server). I have SSH access to the server. I downloaded otrs-2.0.4-01.i386.rpm and installed it and it worked. Well, it claimed to have worked. Unfortunately the URL that it provided me to continue the installation failed--it doesn't exist. A few points to note about this situation: I myself have few Linux skills--nothing more than the Unix basics I used back in college. Furthermore, I know very little about this VPS, as in how precisely it works etc. The VPS support responded thusly when asked what OS the machine runs: Linux host.mzshosting.com 2.6.8-022stab078.1-enterprise #1 SMP Thu May 11 13:51:08 MSD 2006 i686 athlon i386 GNU/Linux The machine is hosted by powervps.com After the install, the system said to continue here: http://host.mzshosting.com/otrs/installer.pl but mzshosting.com itself doesn't really go anywhere, let alone that URI. So, can anyone tell me how to proceed from here? Thanks, Hershel -- Gallery Robinson Web Services http://web.galleryrobinson.com/

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