June 2006 - otrs - OTRS mailing lists

Escalation-notifications to temporary invalid agents
by Alexander Scholler 21 Jun '06

21 Jun '06

Hi all, we sent escalation notifications through a generic agent job. When this job runs, it checks whether tickets are escalated. For every escalated ticket, a mail es sent to every agent that has defined the queue the ticket is assigned to as his personal queue among others. The problem we have is that an agent that is temporary-invalid since several weeks still gets sometimes (very rarely) escalation notifications. Can anybody explain why? A hint I can give is that on ticket creation, the agent was -valid-. Also, this old ticket is merged with a newer one. The newer one remains, the agent was set invalid before creation of the newer ticket and the agent received notification because the newer ticket escalated. Any hint appreciated. Bye, Alex

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error from running crontab PendingJobs.pl job
by Steve Hill 21 Jun '06

21 Jun '06

From within the otrs account (in shell,) I am running the PendingJobs.pl script, and when I look at the System Log, I see (in red, nice touch, that!): Fri Jun 16 18:45:04 2006 error OTRS-PendingJobs-10 Need StateID or State! Additionaly, from within the root shell, I get an email at about the same time, that says: rom otrs(a)rhinonetworksolutions.com Fri Jun 16 18:45:06 2006 X-Original-To: root@localhost From: root(a)rhinonetworksolutions.com (Cron Daemon) To: root@localhost Subject: Cron <otrs@charlie> $HOME/bin/PendingJobs.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, 16 Jun 2006 18:45:06 -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 'User::PreferencesModule' in Config.pm found! Error: Config.pm No value for 'CustomerUser1' in Config.pm found! Error: Config.pm No value for 'CustomerUser2' in Config.pm found! Error: Config.pm No value for 'CustomerUser3' in Config.pm found! Error: Config.pm No value for 'CustomerUser4' in Config.pm found! Error: Config.pm No value for 'CustomerUser5' in Config.pm found! Error: Config.pm No value for 'CustomerUser6' in Config.pm found! Error: Config.pm No value for 'CustomerUser7' in Config.pm found! Error: Config.pm No value for 'CustomerUser8' in Config.pm found! Error: Config.pm No value for 'CustomerUser9' in Config.pm found! Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Error: Config.pm No value for 'Sendmail' in Config.pm found! Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Error: Config.pm No value for 'Ticket::CustomModule' in Config.pm found! Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 Error: Config.pm No value for 'Ticket::HookDivider' in Config.pm found! Error: Config.pm No value for 'Ticket::SubjectCleanAllNumbers' in Config.pm found! Error: Config.pm No value for 'Ticket::SubjectCleanAllNumbers' in Config.pm found! Error: Config.pm No value for 'Ticket::HookDivider' in Config.pm found! Error: Config.pm No value for 'Ticket::SubjectCleanAllNumbers' in Config.pm found! Error: Config.pm No value for 'Ticket::SubjectCleanAllNumbers' in Config.pm found! Error: Config.pm No value for 'Ticket::HookDivider' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'Ticket::EventModulePost' in Config.pm found! Error: Config.pm No value for 'Ticket::EventModulePost' in Config.pm found! I think that the "No value for" error messages are due to something that I did (and cannot remember) with Config.pm. It is my understanding that Config.pl "calls" default.pl which supplies these values, but I cannot see how I broke that link. Steve

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Re: otrs Digest, Vol 35, Issue 36
by Prafulla Kumar H.S. 20 Jun '06

20 Jun '06

Prafulla Kumar H.S. wrote: > Is there any simple method to change the contents and signatures of > the > default methods as per our company needs. For questions like these please first check the documentation. http://doc.otrs.org/2.0/en/html/x890.html Nils Breunese. Hi Nils, Thank you for your help. After referring to the document, I was able to change signature, auto response entries, etc. But OTRS provides different methods for registering the calls and re-opening the calls. I want to change the text messages sent when those features are used. I went through Admin menu to many fields, but still some text blocks are hiding some where and my question about those hidden things. Regards, Prafulla

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System Log
by bipin＠spectrum.net.in 20 Jun '06

20 Jun '06

Hi friends, My system log gives me a error in frequent intervals. I think this will not effect any operations of OTRS. The error is pasted below Tue Jun 20 10:00:15 2006 error OTRS-PM3-10 Found no $QueueID for Raw! why this happened? Kindly help to remove this error from system log Thanks -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

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need help, new to otrs
by Greg Haa 19 Jun '06

19 Jun '06

Hi I just started a job where I have to support otrs and I have no experience with it other than the reading I have done so far on your site. I am having an issue when a user is opening a ticket. I see this type of message in the log file --snip-- OTRS-CGI-10[23101]: [Error][Kernel::System::AuthSession::IPC::GetSessionIDData][Line:203]: Got no SessionID!! OTRS-CGI-10[23101]: [Notice][Kernel::System::AuthSession::IPC::CheckSessionID] SessionID: '' is invalid!!! OTRS-CGI-10[23101]: [Error][Kernel::Output::HTML::Generic::BlockTemplatePreferences][Line:20 3]: Need Template! OTRS-CGI-10[23101]: [Error][Kernel::Output::HTML::Generic::BlockTemplatePreferences][Line:20 3]: Need Template! OTRS-CGI-10[23103]: [Error][Kernel::Output::HTML::Generic::BlockTemplatePreferences][Line:20 3]: Need Template! Additionally I got this from a user when he was posting a ticket.... --snip-- Error: Need Template! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Mon Jun 19 07:35:02 2006 Message: Need Template! Traceback (25070): Module: Kernel::Output::HTML::Generic::BlockTemplatePreferences (v1.147.2.3) Line: 203 Module: Kernel::Output::HTML::Generic::BlockTemplatesReplace (v1.147.2.3) Line: 287 Module: Kernel::Output::HTML::Generic::Output (v1.147.2.3) Line: 407 Module: Kernel::Output::HTML::Generic::Output (v1.147.2.3) Line: 620 Module: Kernel::Output::HTML::Customer::CustomerHeader (v1.36) Line: 135 Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 397 Module: /opt/support/bin/cgi-bin/customer.pl (v1.31) Line: 669 I am trying to read about this system you guys have built and look into what is causing this but I really have no experience with this. Any clues would be greatly appreciated. Thanks alot..

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Default Messages
by Prafulla Kumar H.S. 19 Jun '06

19 Jun '06

Hi, Is there any simple method to change the contents and signatures of the default methods as per our company needs. Regards, Prafulla Kumar

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cron error
by bipin＠spectrum.net.in 19 Jun '06

19 Jun '06

Hi all, My OTRS 2.0.4 on Trustix2.2 is working fine. But my cronjob throws me an error frequently. Kindly help me to check whether this message is harmful? ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Mon Jun 19 14:23:08 2006 Message: Found no $QueueID for Raw! Traceback (5349): Module: Kernel::System::Queue::QueueLookup (v1.57) Line: 458 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 88 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Mon Jun 19 14:23:09 2006 Message: Found no $QueueID for Raw! Traceback (5349): Module: Kernel::System::Queue::QueueLookup (v1.57) Line: 458 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 88 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.17) Line: 126 regards -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

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OTRS and ITIL
by Prafulla Kumar H.S. 19 Jun '06

19 Jun '06

Hi, Some times back in the news section it was mentioned that OTRS is ITIL complaint and like that. I am looking for more information in this regard. Regards, Prafulla Kumar

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Help Required - POP3 and OTRS
by Prafulla Kumar H.S. 19 Jun '06

19 Jun '06

Hi, I am looking for a help to over come the following situation. Our Helpdesk as an email id by name "Helpdesk". I was able to integrated OTRS to receive the mails thru "Helpdesk" id and create the ticket. OTRS is doing that job in an wonderful manner. But now, I am facing a practical problem. Since the "Helpdesk" id is used for all the communications related to and from "Helpdesk", the POP3 integration creates tickets for simple "Thank you" mails also which are not at all calls on Helpdesk. In our work environment many users are in the habit (in case of common requests) of keeping others in CC list while sending their requests to "Helpdesk". I have noticed that suppose if a person in CC list responds to the mail, then OTRS creates one more ticket. Is there any method to overcome this problem. Whether the OTRS is capable of generating tickets if a user puts "Helpdesk" in CC list? I have planned like this but this method loads Call Co-Ordinator. To forward the mails received at "Helpdesk" id to say one more id by name "Ticket Generator" and then configure OTRS to receive the mails from this account and create ticket accordingly. Then OTRS will create tickets in the name of "Helpdesk" account and not in the name of original requestor. Is there any method to over come this problem. I am looking for help. Regards, Prafulla Kumar

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Message: Module '' not found!
by AGYNAMIX Torsten Uhlmann 19 Jun '06

19 Jun '06

Hi, we use OTRS 2.0.4 on a SuSE 9.2 (installed as RPM). Regularly OTRS sends me this mail: ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Fri Jun 16 23:30:03 2006 Message: Need module! Traceback (986): Module: Kernel::System::Main::Require (v1.1) Line: 44 Module: Kernel::System::PostMaster::Run (v1.52) Line: 110 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Main.pm line 50, <PRODUCT> line 4. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Main.pm line 62, <PRODUCT> line 4. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Main.pm line 83, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Fri Jun 16 23:30:03 2006 Message: Module '' not found! Traceback (986): Module: Kernel::System::PostMaster::Run (v1.52) Line: 110 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 I'm no perl expert- I don't see the problem from this mail report. The systems works great otherwise. We have not customized it (like using a different customer db backend, etc.) When I check the perl modules the seem to be all there: ./otrs.checkModules 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 ... ok 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 Can you help us? Torsten. -- Torsten Uhlmann AGYNAMIX(R). Sheltering Talent. Phone: +49 3721 273445 Fax: +49 3721 273446 Mobile: +49 177 5261680 Web: http://www.agynamix.de <http://www.agynamix.de/>

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