January 2007 - otrs - OTRS mailing lists

Problem when sending answers.
by De Los Santos, Oriol 10 Jan '07

10 Jan '07

I have a strange problem when trying to send answers to customers for a ticket. For some of my users I get the following error when I try to send them an e-mail: -----------8<-------------8<------- ERROR: OTRS-CGI-69 Perl: 5.8.7 OS: linux Time: Wed Jan 10 23:51:28 2007 Message: Can't send to: n.competiello(a)activaseguridad.com! Enable debug for more info! Traceback (7490): Module: Kernel::System::Email::SMTP::Send (v1.11) Line: 96 Module: Kernel::System::Email::Send (v1.19) Line: 476 Module: Kernel::System::Ticket::Article::ArticleSend (v1.128) Line: 1557 Module: Kernel::Modules::AgentTicketCompose::Run (v1.21) Line: 353 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 -----------8<-------------8<------- But with some other users sending them mails works fine so it does not seem to be a configuration issue. How can I enable debug mode? Please need help. Best regards Oriol

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R: [otrs] Can't insert session id! after pc stops
by Alessandro Paiusco 10 Jan '07

10 Jan '07

Repairing MyISAM mySQL Tables/Databases: cd /var/lib/mysql/DBNAME #^ Please note that we assume your mySQL data directory is /var/lib/mysql myisamchk *.MYI In /var/lib/mysql/mysqld.log I find sessions.MYI had some problem.... So... 1)OTRS:/var/lib/mysql/otrs # myisamchk sessions.MYI Checking MyISAM file: sessions.MYI Data records: 6 Deleted blocks: 7 myisamchk: warning: Table is marked as crashed myisamchk: warning: 6 clients are using or haven't closed the table properly - check file-size - check record delete-chain myisamchk: error: Record at pos: 3652 is not remove-marked myisamchk: error: record delete-link-chain corrupted - check key delete-chain - check index reference - check data record references index: 1 myisamchk: error: Found 11 keys of 6 - check record links myisamchk: error: Wrong record length 89 of 1067 at 16060 MyISAM-table 'sessions.MYI' is corrupted Fix it using switch "-r" or "-o" REPAIR: 2)OTRS:/var/lib/mysql/otrs # myisamchk -r sessions.MYI - recovering (with sort) MyISAM-table 'sessions.MYI' Data records: 6 - Fixing index 1 Wrong block with wrong total length starting at 16060 Data records: 7 OTRS:/var/lib/mysql/otrs # reboot And everything goes fine. *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Alessandro Paiusco Inviato: mercoledì 10 gennaio 2007 16.01 A: otrs(a)otrs.org Oggetto: [otrs] Can't insert session id! after pc stops Priorità: Alta Hi, I get Software error: Can't insert session id! at /opt/otrs//Kernel/System/AuthSession/DB.pm line 204. after my otrs box has power done incorrectly after a power failure.... how can I correct this problem otrs version is 2.1.3 on SuSE 10.0 Thanks *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* _______________________________________________ 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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Crazy error
by Maurice James Ny 10 Jan '07

10 Jan '07

Has anyone else seen this error? OTRS refuses to download email from the POP server. Can't create PID PostMasterPOP3, because it's already running (server.domain.mil/17058)

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SQL error in fresh copy of version 2.1.4
by Jozsef Valkai 10 Jan '07

10 Jan '07

Hi, I have got error message in otrs log: , SQL: 'SELECT i.id, count( v.item_id ) votes, avg( v.rate ) result FROM faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN faq_state s ON s.id = i.state_id WHERE ( LOWER(i.f_subject) LIKE LOWER('%') OR LOWER(i.f_field1) LIKE LOWER('%') OR LOWER(i.f_field2) LIKE LOWER('%') OR LOWER(i.f_field3) LIKE LOWER('%') OR LOWER(i.f_field4) LIKE LOWER('%') OR LOWER(i.f_field5) LIKE LOWER('%') OR LOWER(i.f_field6) LIKE LOWER('%') ) AND (i.category_id IN (0)) AND s.type_id IN (1,3,2) GROUP BY i.id, i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id ORDER BY i.f_subject ASC LIMIT 300' [Fri Jan 5 13:51:26 2007][Error][Kernel::System::FAQ::FAQSearch][1918] ERROR: syntax error at or near "votes" at character 33 So, what does it mean? Its a fresh copy, vithout any data... -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

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Can't insert session id! after pc stops
by Alessandro Paiusco 10 Jan '07

10 Jan '07

Hi, I get Software error: Can't insert session id! at /opt/otrs//Kernel/System/AuthSession/DB.pm line 204. after my otrs box has power done incorrectly after a power failure.... how can I correct this problem otrs version is 2.1.3 on SuSE 10.0 Thanks *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*

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RE: [otrs] Reporting Work Units
by Beugen, Peter van 10 Jan '07

10 Jan '07

I think this will do: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE year(t.create_time) = '2006' GROUP BY t.create_by It will give you userid, firtstname, lastname, total work-units In 2006 Custom the query yourself or mail me if you need any more help regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Jozsef Valkai Verzonden: woensdag 10 januari 2007 11:00 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Reporting Work Units > Hi all, this is probally a very newbie question for you, but how do i get > the data on work units into a report? I dont see an option in stats for it, > I am using OTRS 2.1.2. Is it something i would have to custom write a script > for? I just want to be able to report on the amount of time each of my techs > logs per week in OTRS. Any help would be greatly appreciated!!! Yes, it will be a great function. I think it is very complicated database query. -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19° _______________________________________________ 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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RE: [otrs] Reporting Work Units
by Beugen, Peter van 10 Jan '07

10 Jan '07

I think the database query is not that hard as there is a table "time_accounting" witch contains a time_unit and create_by field Use a good MySQL query tool (I use Navicat) and access the OTRS database or use the SQL box in the admin area. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Jozsef Valkai Verzonden: woensdag 10 januari 2007 11:00 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Reporting Work Units > Hi all, this is probally a very newbie question for you, but how do i get > the data on work units into a report? I dont see an option in stats for it, > I am using OTRS 2.1.2. Is it something i would have to custom write a script > for? I just want to be able to report on the amount of time each of my techs > logs per week in OTRS. Any help would be greatly appreciated!!! Yes, it will be a great function. I think it is very complicated database query. -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19° _______________________________________________ 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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Reporting Work Units
by Jacob Dana 10 Jan '07

10 Jan '07

Hi all, this is probally a very newbie question for you, but how do i get the data on work units into a report? I dont see an option in stats for it, I am using OTRS 2.1.2. Is it something i would have to custom write a script for? I just want to be able to report on the amount of time each of my techs logs per week in OTRS. Any help would be greatly appreciated!!! -Jake

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How advise for mail unlocked that were locked ?
by Alessandro Paiusco 10 Jan '07

10 Jan '07

Hi, I'd like to be advised (with a different color o other) when a ticket (that was locked, but then has been unlocked) receive a mail from the customer using the same mail object ticket number. Is it possible ? how? Thanks *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*

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RE: [otrs] Add agent email on reply
by Mark de Bruijn 10 Jan '07

10 Jan '07

Keith, I beleive its possible to BCC every outgoing email to a certain emailadress. Im not sure but i think its in the SysConfig, Framework Send Mail module. In that way you can always confirm the emails that are being send. Regards, Mark de Bruijn Yucat mobile business solutions -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Keith Turner Sent: maandag 8 januari 2007 22:50 To: otrs(a)otrs.org Subject: [otrs] Add agent email on reply Is it possible to also send to the agent's email any replies they make at the same time as when they reply to a ticket & how to set up. We'd like to confirm that the responses are in fact going out - due to our 3rd party mail system, this isn't always consistent and it'd give the agent an easily referenced local record. Thanks KDT _______________________________________________ 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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