September 2006 - otrs - OTRS mailing lists

How to change sorting order for QUEUE in Customer Create Ticket Interface
by Ivy Giam 26 Sep '06

26 Sep '06

Hi, I'm currently making some minor customisations to the OTRS system used in our organization. One of the current modifications I'm trying to make is in the sorting order of QUEUE (i.e. the To: string) on the Customer's Create New Ticket interface. The current sorting order is ASC, I would like to change it to DESC. I've been searching high and low and have tried changing quite a number of parameters but none of them has worked for me. Please help, thanks. Ivy Send instant messages to your online friends http://uk.messenger.yahoo.com

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FW: [otrs] spam
by Mamakwa M. Sefiri 26 Sep '06

26 Sep '06

I have set the Match for Heater 1 to "X-Spam-Flag:" and the Value to "Yes", and se the "Set" header 1 to "X-OTRS-Queue:" and value to "Junk" _____ From: Mamakwa M. Sefiri Sent: 26 September 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: [otrs] spam I have setup the PostMaster Filter to send spam email to the junk queue, and it does not work. Please advise _______________________________________________ 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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Limiting Number of Tickets Listed in Customer Interface
by Ivy Giam 26 Sep '06

26 Sep '06

Dear All, Our organization has just recently introduced the customer interface to our customers. As the customers all have a great number of tickets in the database, we would like to limit the number of tickets listed to those created since they log on to the customer interface for the first time. Please advise on the probable avenues to achieve this, thanks ! Ivy Send instant messages to your online friends http://uk.messenger.yahoo.com

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database migration
by Horchler, Joerg 26 Sep '06

26 Sep '06

Hi all, I want to know whether it is possible to migrate an OTRS running with MySQL to Oracle. I know that I can install it with Oracle using otrs-schema-post.oracle.sql. But can I migrate an existing installation or do I have to install a new one? Thanks Jörg

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Backup and restore OTRS on windows 2003
by David Young 26 Sep '06

26 Sep '06

Hi, I need to move (migrate) OTRS and database to a new server and did not see any documentation for this process for windows server. Any help would be greatly appreciated. Thank You, David Young

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Cron with error
by Boniforti Flavio 26 Sep '06

26 Sep '06

Hello list! I got cron telling me many times an hour following: DBI::db=HASH(0x8c1b6c0)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /usr/share/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. What is wrong? What's happening? Thanks... -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

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spam
by Mamakwa M. Sefiri 26 Sep '06

26 Sep '06

I have setup the PostMaster Filter to send spam email to the junk queue, and it does not work. Please advise

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Max attachment size?
by Jason Rogers 26 Sep '06

26 Sep '06

PostMasterPOP3.pl produces the occasional error: Invalid conversion in sprintf: "%'" at /usr/perl5/5.6.1/lib/sun4-solaris-64int/Sys/Syslog.pm line 241, <PRODUCT> line 4. Which I believe is related to email attachments being too large. Does anyone know what the maximum size is, and if it can be increased?

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CustomerUsers can't login
by Elias Probst 25 Sep '06

25 Sep '06

Hello, I'm running OTRS 2.0.4 on Gentoo/Apache/MySQL but can't really use it because it's not possible to log in as any CustomerUser. There are some strange log entries which look really suspicious and could be the reason for this problem. This: "Admin" -> "Customer Users <-> Groups" -> "john.doe (foobar) (John Doe)" -> "john.doe (id=john.doe)" redirects me to the SystemUser management (although it's a CustomerUser) and produces the strange log entry: ------------------------------------ ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Sep 25 16:46:05 2006 Message: Invalid number in query 'john.doe'! Traceback (26039): Module: Kernel::System::User::GetUserData (v1.50) Line: 137 Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 102 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::var_www_foobar_2ede_otrs_2d2_2e0_2e4_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 [Mon Sep 25 16:46:05 2006] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1 at /var/www/foobar.de/otrs-2.0.4//Kernel/System/DB.pm line 441, <PRODUCT> line 8. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Sep 25 16:46:05 2006 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT id, login, salutation, first_name, last_name, pw, valid_id FROM system_user WHERE id = ' Traceback (26039): Module: Kernel::System::User::GetUserData (v1.50) Line: 139 Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 102 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::var_www_foobar_2ede_otrs_2d2_2e0_2e4_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 [Mon Sep 25 16:46:05 2006] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /var/www/foobar.de/otrs-2.0.4//Kernel/System/DB.pm line 478, <PRODUCT> line 8. ------------------------------------ Couldn't find anything similar neither in the mailinglist archives nor at bugs.otrs.org. I'm using: Gentoo Linux www-apps/otrs-2.0.4 dev-db/mysql-4.1.21 dev-lang/perl-5.8.8-r2 dev-perl/DBD-mysql-3.0004 Any ideas what went wrong? Regards, Elias P.

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AW: [otrs] Customer LDAP to AD Authentication - close, but not working
by falko.zurell＠idmedia.com 25 Sep '06

25 Sep '06

Hi Tim, I remember there was one section in the config.pl where you configure the sync between AD/LDAP and the OTRS customer database. So I guess the authentication works at your side but there will be no customer entry in the OTRS customer db because the sync is not enabled. Maybe that's a hint. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.09.2006 05:48 To: <otrs(a)otrs.org> Subject: [otrs] Customer LDAP to AD Authentication - close, but not working I am having trouble getting the customers to be able to authenticate and log in to the customer.pl web page. I am trying to use LDAP to authenticate. From the agent side, my LDAP searches are working fine. If I search for a customer by name to create a new ticket, I get a complete list of possible names back from the LDAP search. However, when the customers attempt to log in, all I get is "Login failed! Your username or password was entered incorrectly". I know the username and password is correct, but I keep getting this error. In the System log, I get the following message, "CustomerUser: jdoe(a)dbtamerica.local authentification failed, no LDAP entry found!BaseDN='dc=dbtamerica,dc=local', Filter='(&(sAMAccountName=jdoe(a)dbtamerica.local)(!objectclass=computer)) ', (REMOTE_ADDR: 10.222.128.53)." I have a J Doe account in my AD that I use for testing, the account exists and I am using the correct password. Do I have to use the PosixGroups lines in the Config.pm file? I am currently not using these at all, but my understanding is that it should work without them. Do I have to create a group in AD, or specify that the "domain users" group is allowed access? Any advice is greatly appreciated, this is our last major hurdle to get over, so far we love the package, but we really want the AD authentication to work. With Best Regards, Tim

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