September 2006 - otrs - OTRS mailing lists

permissions to upload file
by Mercator GmbH 20 Sep '06

20 Sep '06

I had to move/re-install my OTRS. All works fine (thanks to Alessandro!) :-) But I cannot upload a file as attachment. It says: Software error: Permission denied at ../..//Kernel/System/WebUploadCache.pm line 140. So, I have to chmod or chown something. But WHAT?? Please tell me which permissions to which directory or file? Thanks, Marc

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Problems recibing mails
by Ronald Naranjo 20 Sep '06

20 Sep '06

it is the first time installing otrs, but i got a error when recibing mails, the folowing error is displayed when execute /otrs/bin/PostMasterPOP3.pl i also I had changed my status in spanish, (eg nuevo, pendiente) the error is: Message 1/1 (righttek12(a)mail.righttek.com) ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006 Message: No StateID for 'new'!!! Traceback (4188): Module: Kernel::System::Ticket::TicketCreate (v1.194) Line: 342 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006 Message: Need TicketID! Traceback (4188): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006 Message: Need TicketID! Traceback (4188): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2687 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:55 2006 Message: Can't process email with MessageID <<BAY102-F321A98F5AFA3E3DFA3EBAB87220(a)phx.gbl>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (4188): Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 Connection to mail.righttek.com closed. thanks in advance for your help Ronn -- Este mensaje ha sido analizado por MailScanner en busca de virus y otros contenidos peligrosos, y se considera que est� limpio. MailScanner agradece a transtec Computers por su apoyo.

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LDAP Customer Backend Authentification Question
by franck.lamas＠stp-presse.fr 20 Sep '06

20 Sep '06

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Queue View Problems
by Joe Fusco 19 Sep '06

19 Sep '06

I've had a couple of tickets today that show the text of the owner change notification when in the queue view. If I zoom to the ticket, it looks fine. Anyone else experience this? Any idea why or how to correct it? I have several other tickets that are fine. Thanks, Joe Fusco

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External statistics of OTRS
by Alexander Scholler 19 Sep '06

19 Sep '06

Hi, OTRS v2.1 comes with reimplementation or new GUI (?) of the statistic framework. That's fine, but I think OTRS shall not try to rebuild better external tools specialized for statistic analysis. I just heard about JasperReports. Did anybody of you gained experience on cooperation of OTRS and JasperReports? If so, did you achieve to use the time within the working hours (e.g. for duration between ticket creation and closure) instead of just using mathematical time-differences. Bye, Alex

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user history article.pm 1117
by Jared Cebada 19 Sep '06

19 Sep '06

I have some users who can login to otrs. They are then greeted by software error in article.pm line 1117. However they can create tickets, and update their preferences. They just can't view their own ticket history. For that matter neither can an admin. However that is not the same for all users, most can login and view their history just fine. Sense other users can log in I believe the problem is in the Database. What table is responsible for linking the customer id to the ticket id.

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zurück on my admin page !!!!
by franck.lamas＠stp-presse.fr 18 Sep '06

18 Sep '06

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Tickets created in wrong Queue
by Danie 18 Sep '06

18 Sep '06

Hi , I have setup multiple POP3 accounts , however certain tickets that should go to a certain Queue are in fact created in the wrong queue (I have created a SPAM Queue) , this is puzzling however as I have not setup any SPAM filters on OTRS. OTRS-PM3-10[20615]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200609181069421/no deposit bonu] created (TicketID=349627,Queue=SPAM,Priority=3 normal,State=new) Will PostmasterFilter override any other settings in OTRS?

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Agent phone
by Fridtjof Busse 18 Sep '06

18 Sep '06

Hi Is there any way to give an agent his own phone-number in the automatically generated signature? The signature should not only consist of the agents namen but also his personal phonenumer. Any way to do that? -- Fridtjof Busse

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ticket last updated....
by Alan Silver 15 Sep '06

15 Sep '06

Hi all: First, let me say that I am happy with otrs. Works wonderfully. There is only one feature that I am desperately in need of. I know this question has been asked before, most notably by ColbyW in Oct 2005. Since there was no solution at that time, I figured I would ask again and see if anyone came up with a solution...... Along with probably many people here, I am looking for a way to sort the queue based on when a ticket was last updated by Note, Email, Owner, TicketFree Text, anything...... Has anyone been able to accomplish this task? We are currently running 2.0.4 here and I have been playing with the 2.1.0 beta2 on a test box. Thanks in advance for the help alan

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