August 2006 - otrs - OTRS mailing lists

Error Message when sending an Email.
by Nicolas Karlinski 09 Aug '06

09 Aug '06

All, I got the following error message when one of my user tried to send an Email with attachment. None of the 5 attachments looked too big... Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (810, ?, current_timestamp, 1, current_timestamp, 1)' Anu Idea of what could have caused this error? Thank in advance. NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO & DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com <http://www.arkadin.com/>

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Issue upgrading from 1.3.3 to 2.0.4
by Alec Smith 09 Aug '06

09 Aug '06

Hello, I've been spending some time testing an upgrade from OTRS 1.3.3 to 2.0.4. On a spare server, I fed a copy of our active database to MySQL. I then installed the OTRS 2.0.4 software and ran DBUpdate-to-2.0.mysql.sql to update the database layout to the 2.0 format. After logging in, I see the usual indication that there are 6 new messages on a line just above the line which says "Queue: My Queues". In 1.3.x I can click on this link, and get a list of the 6 new messages awaiting a response. In OTRS 2.0.4, when I click to read these 6 new messages, the list does not appear. Instead, I have to click on All Messages and then assume the 6 new messages are the most recent. Any ideas on how to resolve this issue? I'd very much appreciate suggestions on a fix, or instructions on what additional info is needed to identify the issue.

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OTRS WebMail addon
by angie＠stv.su 09 Aug '06

09 Aug '06

Greetings. Is there any possibility to add more nested folders in subj, including `sent', `trash', etc, through web interface, or I need to do that manually? Also, how to add items to its Address book (I see only search functionality there)? Haven't found anything about this in manual. Links/advices are welcome. Thanks.

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AW: [otrs] Can't use an undefined value as a HASH reference at../..//Kernel/System/Ticket/Article.pm line 1117
by Schulze, Michael 09 Aug '06

09 Aug '06

Try to do database update - then it works. best regards, Mick ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Telley, Stefan Gesendet: Dienstag, 8. August 2006 13:05 An: otrs(a)otrs.org Betreff: [otrs] Can't use an undefined value as a HASH reference at../..//Kernel/System/Ticket/Article.pm line 1117 Hi all, I have the following problem with OTRS 2.0.4: If i login with customer login at customer.pl and I try to open a new ticket, then I get the following errormessage: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1117. In OTRS I found the following errormessages: Wed Jul 12 16:13:05 2006 error OTRS-CGI-10 Need ID or Name! Wed Jul 12 16:13:05 2006 error OTRS-CGI-10 Need Type od ID! In /var/log/messages i get a message, that a new ticket has been created. After this error neither the customer nor the agent can open any ticket from that customer. If I try to open a ticket from that customer i get the same error as above. I already did some test: - Installation on another OTRS Server - Restore of data on a new database I think i have corrupt data in my database, but where? Thank you Cheers Stefu ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.f-secure.com/

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New Ticket Notification issues
by David Sugar 08 Aug '06

08 Aug '06

My setup is as follows: Groups: Technology Group Maintanence Group Roles: Helpdesk Admins Rights are: RW ADMIN RW FAQ RW STATS RW Technology Group RW Users IT STAFF Rights are: RW Technology Group Maintenance Admins Rights are: RW Maintenance Group Maintenance Staff Rights are: RW Maintenance Group Then I have two queues: Technology Requests owned by Technology Group and Maintenance Requests owned by Maintenance Group Anyway everyone in the technology groups seem to receive e-mails but no one in the Maintenance Group receives e-mails. Please help!!!! David Sugar Administrative Technology Coordinator The Boys' Latin School of Maryland 822 West Lake Avenue Baltimore, MD 21211 410-377-5192 x.

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RE: [otrs] OTRS Upgradation
by Peter van Beugen 08 Aug '06

08 Aug '06

See: http://cvs.otrs.org/viewcvs.cgi/otrs/UPGRADING you can copy all your data tot your new server mysql files on a linux server are usually in /var/lib/mysql/otrs (so OTRS is the database here!) I installed 2.04, renamed the OTRS directory to OTRS2 (or something...) and than just copied the OTRS directory (= the MySQL database) to the new server (in /var/lib/mysql of course). (better is dumping en importing your data, but it works and is very fast this way...) Than I ran the upgrade script : For MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.0.mysql.sql | mysql -p -f -u root otrs maybe you must chown and chgrp the mysql files to owner/group mysql It worked for me... Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Ravi AHUJA Verzonden: maandag 7 augustus 2006 14:09 Aan: otrs(a)otrs.org Onderwerp: [otrs] OTRS Upgradation Hi, We are planing to upgrade to v 2.0.4.from 1.3 I have installed 2.0.4 on a new server. I want to know, do i need to again create all users & queues, or there is some procedure to update from my old 1.3 otrs server. Thnaks Ravi Ahuja _______________________________________________ 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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Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1117
by Telley, Stefan 08 Aug '06

08 Aug '06

Hi all, I have the following problem with OTRS 2.0.4: If i login with customer login at customer.pl and I try to open a new ticket, then I get the following errormessage: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1117. In OTRS I found the following errormessages: Wed Jul 12 16:13:05 2006 error OTRS-CGI-10 Need ID or Name! Wed Jul 12 16:13:05 2006 error OTRS-CGI-10 Need Type od ID! In /var/log/messages i get a message, that a new ticket has been created. After this error neither the customer nor the agent can open any ticket from that customer. If I try to open a ticket from that customer i get the same error as above. I already did some test: - Installation on another OTRS Server - Restore of data on a new database I think i have corrupt data in my database, but where? Thank you Cheers Stefu ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.f-secure.com/

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smime problems
by javier 08 Aug '06

08 Aug '06

I can´t sign with smime as agent because the otrs system log says Can't sign: unable to write 'random state' How can I sign ?? Help please. thanks

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OTRS Upgradation
by Ravi AHUJA 07 Aug '06

07 Aug '06

Hi, We are planing to upgrade to v 2.0.4.from 1.3 I have installed 2.0.4 on a new server. I want to know, do i need to again create all users & queues, or there is some procedure to update from my old 1.3 otrs server. Thnaks Ravi Ahuja

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AgentTicketClose.pm
by tobias＠topyla.de 06 Aug '06

06 Aug '06

Hello, i would like to add the Attachment Upload-Panel to the "AgentTicketClose.pm". I have already edit the "AgentTicketClose.dtl" - but, what i have to edit in the "AgentTicketClose.pm" to realize this? I think, that i have to copy some code-lines from the "AgentTicketNote.pm" like "use Kernel::System::Web::UploadCache;". Thank you in forward. Tobias Topyla

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