August 2006 - otrs - OTRS mailing lists

Sorting by a new field problem
by jtown＠eml.cc 05 Aug '06

05 Aug '06

Hello, I've customized the search functions to get the results to include a new customer field. There's no problem when I perform a search, but when I try to sort it (using the 'U' and 'D' links) the results are lost and I get an empty window. I don´t know if I've explained it well, I get these search results: Ticket ID (u/d) ... NewField(u/d) =================================== 1001 Test1 1002 Test2 If click u or d of 'NewField', I lose the results: Ticket ID (u/d) ... NewField(u/d) =================================== ----------Empty------------------- Any idea how I can solve this? Thanks in advance, J

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New field in the ticket view
by jtown＠eml.cc 05 Aug '06

05 Aug '06

Hi! I've added a mandatory field to the customer registration using the manual (http://doc.otrs.org/2.0/en/html/x1554.html) but now, I'd need that field to appear in the customer info in the ticket queue and in the ticket zoom view. I'm trying to understand how this works, but I'd thank any help about how I can get this to work. The problem is that I don't have all the time I'd need to have a look at it, so I really need any idea you may be so kindly to give me. Regards, J

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Notification problems continuing
by Keith Turner 04 Aug '06

04 Aug '06

We are still experiencing some very annoying behavior after moving to a new SMTP account. Agent Notifications from the Agent site and email ticket replies from the Agent Site go through perfectly. All the automatic notifications fail. The otrs log says: [Fri Aug 4 09:40:13 2006][Error][Kernel::System::Email::SMTP::Send][100] Can't send mail to: xxx(a)xxx.com! Enable debug for more info! I tried adding the code below to enable debug, to no avail, same error message either way. I tried both $Self->{SMTPDebug} = 1; and $Self->{SMTPDebug} = 0;, restarting otrs between each test to the same result. # debug $Self->{Debug} = $Param{Debug} || 0; if ($Self->{Debug} > 2) { # shown on STDERR $Self->{SMTPDebug} = 1; } # added by Keith $Self->{SMTPDebug} = 1; So how do you enable debug? Do debug results even show up in otrs.log? Is it perhaps in a PERL or Apache error log instead. We are running this on the windows server. Any help, pointers, or other information deeply apreciated. Keith Turner

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RE: [otrs] problems with utf-8
by Lief_Codianni＠ocs.com 04 Aug '06

04 Aug '06

Hi I have seem this same thing happen. but in my case charset=iso-8859-15. This happens in my case when the ticket gets created with a question mark in the subject or body. I have not figured out the problem yet, but would be interested in knowing the 'cure' for this problem. thanks, Lief -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Daniel Vesely Sent: Friday, August 04, 2006 3:41 AM To: otrs(a)otrs.org Subject: [otrs] problems with utf-8 Hi all, otrs (2.0.4.-01), default charset utf-8, every mail with the charset=ISO-8859-2 in the header make this error: > ./PostMasterPOP3.pl > Message 1/21 (otrs(a)mx.mall.cz) > Wide character in subroutine entry at > /opt/otrs/Kernel/System/Ticket/ArticleStorageDB.pm line 249. or this error: OTRS-PM3-10[13071]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:138]: ERROR: invalid byte sequence for encoding "UTF8": 0xed7374 , SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (4912, 1, 3, '"Petr Burcal - Internet Mall" <somename(a)mall.cz>', '', '"''IT oddeleni''" <somename(a)mall.cz>', 'FW: Pocitac', '<038601c6b70e$942314b0$0219a8c0@PetrBurcal>', ?, 'text/plain\; charset="iso-8859-2"', ?, 1, 1154673511, current_timestamp, 1, current_timestamp, 1)' this is not related to msg with attachment any idea? Daniel Vesely _______________________________________________ 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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Feeds mails to OTRS via HTTP(S)
by Richard Hinkamp - BeSite 04 Aug '06

04 Aug '06

Hello, In my test environment I have OTRS installed which I feed through a procmail filter which pipes the email to PostMaster.pl (used the .procmailrc.dist from OTRS package for that). In my production environment I have separate servers for email and for OTRS. So I can filter incoming mails with procmail, but I don't have access to the PostMaster.pl script because it's on another server, so I can't pipe to that directly. I don't like the idea of PostMastDaemon.pl, I don't want to run daemons for every OTRS installation. Because the server already runs a webserver for OTRS, I would like to feed the mail to OTRS via HTTP(S). Has anybody tried this before? Can it be done? Regards, Richard

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problems with utf-8
by Daniel Vesely 04 Aug '06

04 Aug '06

Hi all, otrs (2.0.4.-01), default charset utf-8, every mail with the charset=ISO-8859-2 in the header make this error: > ./PostMasterPOP3.pl > Message 1/21 (otrs(a)mx.mall.cz) > Wide character in subroutine entry at > /opt/otrs/Kernel/System/Ticket/ArticleStorageDB.pm line 249. or this error: OTRS-PM3-10[13071]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:138]: ERROR: invalid byte sequence for encoding "UTF8": 0xed7374 , SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (4912, 1, 3, '"Petr Burcal - Internet Mall" <somename(a)mall.cz>', '', '"''IT oddeleni''" <somename(a)mall.cz>', 'FW: Pocitac', '<038601c6b70e$942314b0$0219a8c0@PetrBurcal>', ?, 'text/plain\; charset="iso-8859-2"', ?, 1, 1154673511, current_timestamp, 1, current_timestamp, 1)' this is not related to msg with attachment any idea? Daniel Vesely

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new agents
by Alexander Scholler 04 Aug '06

04 Aug '06

Hi, we use OTRS 2.0.4 with agent-LDAP-authentication. Today, when a new agents wants to login, he has to do this twice * 1st login - OTRS-account is created within DB-table system_user (OTRS replies after correct LDAP-authentication: "panic, no user data" * 2nd login is successfull * now a agent with admin-permissions must add the new agent to users-group. This procedure is fine for single new agents. But now I want to add 35 new agents by batch-job (because the use of OTRS will be widely expanded ;-)) How can this be achieved? I think by: * adding the agents to system_users (pw, salutation, first_name, last_name need not to be set because they are overwritten by LDAP) * adding these user_ids to all group_ids (within group_user) they shall belong to. Partial permissions they don't own must be added with permission_value = 0. * Personal queues can be set within personal_queues. * Must I set their preferences within user_preferences? Can it be done partial or must all preferences be set? It would be great if someone made experiences to be shared on these topics. Bye, Alex

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list of customers wrong with LDAP
by La Scala, Giovanni 03 Aug '06

03 Aug '06

Hi, when I go (in Admin interface) on page [ Customer Users <-> Groups Management ], in the list of customers are showed 200 users but instead there are more than 200. I'm using LDAP. There is a parameter which sets the limit of LDAP result? Thanks in advance Giovanni La Scala Advanced Global Solution AGS S.p.A. Area Software Factory Via Inama, 17 - 20133 Milano Baluardo Partigiani, 2 - 28100 Novara Tel.: 02.89.69.86.00; Fax: 02.89.69.86.10 E-mail: giovanni.lascala(a)ags-it.com Http://www.ags-it.com <http://www.ags-it.com/>

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Customer on LDAP gets error
by Boniforti Flavio 03 Aug '06

03 Aug '06

Here the error I get when logging in with a customer with LDAP backend: Errore: Need CustomerID!!! but in the log file I get: [Thu Aug 3 18:45:49 2006][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: due authentification ok (REMOTE_ADDR: 10.167.211.11). What is wrong? What is missing? Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

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AutoReply message - Roman Vermizov is out of the office.
by Roman Vermizov 03 Aug '06

03 Aug '06

I will be out of the office starting 03.08.2006 and will not return until 14.08.2006. I will respond to your message as soon as possible when I return. Please, contact me only in emergency cases. On all questions, please, immediatelly contact my colleagues Dorovska Olga and Tsymbal Nikolay.

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