July 2006 - otrs - OTRS mailing lists

RE: [otrs] Update of RHEL 4 broke my OTRS v.2.0.4 installation.
by Stefan Högdahl 25 Jul '06

25 Jul '06

Hi again. As always it seems that SELinux is the culprit. OTRS did work before with this in the apache.te file: allow httpd_t policy_src_t:dir search; allow httpd_t usr_t:dir write; allow httpd_t usr_t:dir add_name; allow httpd_t usr_t:file create; allow httpd_t usr_t:file write; allow httpd_t usr_t:file append; but alas, now since the system was patched and updated (new RHEL4 release kernel 2.6.9-34.0.2.ELsmp) something broke. I've currently disabled selinux altogether, but that isn't a longterm decision I'd like to do. If you can help me out with what syntax I need to add to the apache.te file in order to have the protection of selinux, I'd be really happy :) Thank you, /Stefan Hogdahl -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Stefan Högdahl Sent: den 25 juli 2006 11:22 To: otrs(a)otrs.org Subject: [otrs] Update of RHEL 4 broke my OTRS v.2.0.4 installation. Hi. After I patched my RHEL 4 system with all the latest updates and rebooted the system, I started recieving this following message: Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 79, <PRODUCT> line 4. For help, please send mail to the webmaster (), giving this error message and the time and date of the error. I cannot figure out what the problem is. Does it have to do something with writing information to a log file or? Please help :) Thank you, /Stefan Hogdahl _______________________________________________ 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/

2 1

Update of RHEL 4 broke my OTRS v.2.0.4 installation.
by Stefan Högdahl 25 Jul '06

25 Jul '06

Hi. After I patched my RHEL 4 system with all the latest updates and rebooted the system, I started recieving this following message: Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 79, <PRODUCT> line 4. For help, please send mail to the webmaster (), giving this error message and the time and date of the error. I cannot figure out what the problem is. Does it have to do something with writing information to a log file or? Please help :) Thank you, /Stefan Hogdahl

1 0

Is there a 'Print View' for the CUSTOMER interface?
by s taylor 25 Jul '06

25 Jul '06

Hello. Is there a 'Print View' for the customer interface that can be 'enabled' similar to the agent's interface (AgentTicketZoom)? Thanks in advance.

1 0

How to 'stop the clock' during a 'HOLD' status?
by s taylor 25 Jul '06

25 Jul '06

Hello. I plan to add a 'HOLD' status (state type) but would like the clock to stop similar to that used for vacation days. Does anyone have any suggestions? Thanks in advance.

1 0

Unable to display a "new message"
by Graham Leggett 24 Jul '06

24 Jul '06

Hi all, After receiving an email message that is automatically routed to an OTRS queue, I use the "empty answer" option to reply to the customer. This works fine. The customer then replies to my reply - and OTRS tells me there is a new message waiting. I open the ticket and zoom to the most recent reply listed, but instead of displaying the reply, OTRS displays the previous email message, ie my original response to the customer. There seems to be no way that I can find to convince OTRS to display the new message - only the second last message is shown, instead of the last message, and the new message notification doesn't go away. Has anybody encountered this before? I am using OTRS v2.0.4 against Postgresql, running on RHEL4. Regards, Graham --

1 0

Attachment problem
by Simone Girlanda 24 Jul '06

24 Jul '06

When a new ticket with multiple attachment (let say 3 pdf files) is created, we are unable to open 2nd and 3rd attachment, we always the first one. any body can help ? regards Simone Girlanda

1 0

FW: [otrs] Customer Ticket(My Tickets)
by Mamakwa M. Sefiri 24 Jul '06

24 Jul '06

I have few problems 1. The system shows nothing on My tickets when Customer are logged in. 2. The system does not send Customers notifications when their calls are closed. 3. When I search on FAQ the system gives nothing, this happens only when I am logged in as a Customer. Thanks _____ From: Mamakwa M. Sefiri Sent: 19 July 2006 10:47 AM To: User questions and discussions about OTRS.org Subject: FW: [otrs] Customer Ticket(My Tickets) I desperately on help on this one, I just need clue on how to fix the problem below _____ From: Mamakwa M. Sefiri Sent: 17 July 2006 11:27 AM To: User questions and discussions about OTRS.org Subject: [otrs] Customer Ticket(My Tickets) Good day I realized this morning that customer can't see their logged tickets on My Tickets. I can see all the tickets that I have logged when I have logged in as a Customer. I have tried to log in as 4 different customers and there was nothing on My Tickets. Please advice Thanks

1 0

PostmasterPOP3.pl (bug?) can lead to broken queue
by Jason Turner 23 Jul '06

23 Jul '06

See the thread about "Incoming email suddenly dead" for previous posting. And http://www.mail-archive.com/otrs@otrs.org/msg06645.html. Elsewhere I did see someone speculate/point out that the problem could be with Message-Ids containing the percent sign(%) being passed to the sprintf in Syslog.pm. From my own experience, I'd say that this rings true. It was a message that suddenly broke the queue and it's message-id did contain the '%' character. If this is all true, then this seems to represent a potentially serious problem for OTRS installations. In same astute thread that speculated about the cause of this error, they did mention the potential for DOS attacks against OTRS systems with such a message-id. From what I can find, having this character in the id does not seem out of line with the specification -- however, I am not even close to authoritative on the subject. OTRS community -- please set me straight. If my understanding is in error here, and my particular installation lacks some sort of previous patch/fix for this problem, please let me know. What is your assessment? I'm sorry that I can't find and cite the URL source of the original speculation that led to my own confirmed solution and source of the problem. -- jt

1 0

Users group at signing up
by jtown＠eml.cc 23 Jul '06

23 Jul '06

Hello again, I've noticed OTRS is a very powerful tool... I think I'm going to have to use the customer groups feature but I'd need that the user could choose his/her group when is creating his/her account from the customer main page. Is it possible? Does anybody have any idea how I could get this? Thank you very much in advance, -- jtown(a)eml.cc

1 0

Prevent user reopening a ticket
by jtown＠eml.cc 23 Jul '06

23 Jul '06

Hello, I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered. The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them. Thanks in advance and sorry my English, Jean

2 3