July 2006 - otrs - OTRS mailing lists

Cannot send email through OTRS.
by Daniela Gradim 20 Jul '06

20 Jul '06

Hi !!! I have installed OTRS and it works fine with one exception send email. If i send to my internal mail it works but if is one outbound email this just stay in somewhere I couldn't find and after five days I get a message that wasn't deliveried. I have _ Linux Fedora Core 5 2.6.17-1.2157 - Sendmail 8.13.1 - CyrusImap V2 The system works fine but I cannot send message to my customers. Does anyone can help me? Thanks Daniela

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Are <snip> tags required when e.g. <fieldvar[6]> is specified?
by s taylor 20 Jul '06

20 Jul '06

Hello. Are <snip> tags required when e.g. <fieldvar[22]> is specified? I would think [22] represents a form of 'snip' since only including a specified portion of the text. In the example for 'default closed -> new ticket', the lines are as follows: ~~~~~~~~~~~~~~~~~~~~~~~~~~ <snip> <OTRS_CUSTOMER_EMAIL[6]> </snip> ~~~~~~~~~~~~~~~~~~~~~~~~~~ In another autoresponder, 'default follow up', the <snip> tags are not used. ~~~~~~~~~~~~~~~~~~~~~~~~~~ You wrote: <OTRS_CUSTOMER_EMAIL[6]> Your e-mail will be answered by a human asap. Have fun with OTRS! Your OTRS Team ~~~~~~~~~~~~~~~~~~~~~~~~~~ Q: What is the difference in the output and will there be any strange behavior if the <snip> tags are not used? Are the <snip> tags special to OTRS or are they HTML tags (I couldn't find them defined anywhere, yet)? Thanks.

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AW: [otrs] Cannot send email through OTRS.
by Schulze, Michael 20 Jul '06

20 Jul '06

Do you see in otrs system log : notice OTRS-GenericAgent-10 Run GenericAgent Job 'send escalation notifications' from config file. Or take a look on : saptux:~ # rccyrus start Starting IMAP/POP3 service (cyrus-imapd) done saptux:~ # rcsaslauthd start Starting service saslauthd done #tail -f /var/log/messages Greets, Mike -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Daniela Gradim Gesendet: Mittwoch, 19. Juli 2006 17:10 An: otrs(a)otrs.org Betreff: [otrs] Cannot send email through OTRS. Hi !!! I have installed OTRS and it works fine with one exception send email. If i send to my internal mail it works but if is one outbound email this just stay in somewhere I couldn't find and after five days I get a message that wasn't deliveried. I have _ Linux Fedora Core 5 2.6.17-1.2157 - Sendmail 8.13.1 - CyrusImap V2 The system works fine but I cannot send message to my customers. Does anyone can help me? Thanks Daniela _______________________________________________ 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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How to RE-ORDER list in 'CustomerPanelOwnSelection' so it's not alphabetical?
by s taylor 20 Jul '06

20 Jul '06

Hello. How do I RE-ORDER the list in 'CustomerPanelOwnSelection' whereby it's not alphabetical? I added the statements from Ticket.pm to Config.pm and placed them in the order I wanted, but in the web interface, the order is still alphabetical. (Note: I had initially added the queues already in the interface and then tried making the change in Config.pm) Thanks.

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Incoming email suddenly dead
by Graham Leggett 20 Jul '06

20 Jul '06

Hi all, Out of the blue, our OTRS v2.0.4 started sending error messages when it tried to receive mail from the POP mailbox. Trying to run it manually prints the following cryptic message: -bash-3.00$ bin/PostMasterPOP3.pl -f 1 Notice: PostMasterPOP3.pl is already running but is starting again! Message 1/3 (otrs@wired.co.za@localhost) perl: prescan_stmt.c:442: rewrite_execute_stmt: Assertion `ph <= imp_sth->phc' failed. Aborted Has anyone seen this error before? Is anybody else running OTRS successfully on Redhat Enterprise 4? Regards, Graham --

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Software error: cant write
by Justen Hess 20 Jul '06

20 Jul '06

Hey im getting an error every time i try to create a ticket (fresh install or OTRS 2.0.4): Software error: Can't write /opt/otrs/var/log/TicketCounter.log: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 87. For help, please send mail to the webmaster (webmaster@localhost <mailto:webmaster@localhost>), giving this error message and the time and date of the error. looking at 87 die "Can't write $CounterLog: $!"; The TicketCounter.log file exists and has the correct permissions. I dont know perl so i have no idea what the rest around Line 87 means. any ideas ??? thnks in advance. -J

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Re: [otrs] Billing software
by Matt Midson 19 Jul '06

19 Jul '06

Richard, I have also been doing some research in this area, but I must admit I am still looking. I am looking to get OFBiz an OpenSource ERP solution running and reading the billing items from the OTRS database into OFBiz based invoices, but I am getting an OFBiz specialist to help me with this. At the moment, however I am using report writer tools such as DBXtra to read from the OTRS database and generate billing reports, which depending on your environment could be invoices. Hope this helps, Matt ------------------------------ Message: 3 Date: Sun, 16 Jul 2006 13:19:30 +0100 From: richard <rich(a)ensign-net.com> Subject: [otrs] Billing software To: otrs(a)otrs.org Message-ID: <1153052370.6760.9.camel@localhost> Content-Type: text/plain; charset=UTF-8 HowÅ* the list doing Been lurking for a while but finaly broke cover to ask a question. I have been using OTRS for about 6-7 months purley as a trouble ticketing solution + it helps me keep trak of customer info. Now the boss want to try and use it for billing as well. Problem is he has not decided on which billing/accountancy software to use or whether we will outsource it. Does anyone have any tried and tested suggestions? (there was note of someone using ooo to generate invoices, not sure he would go for that as he is using a similar Excel soultion at the moment :( regards richard This email has been scanned for Viruses. This account is protected from Spam and Viruses by NetCleanse. For more information please visit http://www.myglobalnetwork.com/netcleanse

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From: issues with Phone-Ticket & Email Ticket
by Lee Norvall 19 Jul '06

19 Jul '06

Hi I have set up OTRS V2.0.4 using a MySQL Backend. This seems to work fine when using the Customer search, but when I go to Phone-Ticket or Email-Ticket, I can search the user again, but when I select take this user, all other information is passed back OK, but I am seeing the From: address filled with the wrong information i.e. not an email address. Does anyone know what fields I should setup in the config.pm (as the UserEmail information is not what is passed) if what $Data{} field I should use in the AgentTicketPhoneNew.dtl ????? Thanks in advance.

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MySQL move from windows to Suse9.3
by Jared Cebada 19 Jul '06

19 Jul '06

What is the best way to move the database, I am new to MySQL?? I see that there is a backup.pl but I belive I can't execute that without a native linux kernel?? Would cygwin be of any use??

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Installed OTRS2, configured.. then error
by Boniforti Flavio 19 Jul '06

19 Jul '06

Hello list, here's what I get when I try to connect to OTRS2: Software error: Invalid argument at /usr/share/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 79. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. What may be wrong? -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

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