October 2007 - otrs - OTRS mailing lists

How to disable the display of system messages in ticket zoom view
by Samphan Raruenrom 17 Oct '07

17 Oct '07

This is a sample customer ticket zoom page :- Zoom Ticket : 1000172 Age: 6 minutes Print<http://203.185.132.40/otrs/customer.pl?Action=CustomerTicketPrint&TicketID=…> *Created:* 10/15/2007 15:41:52 |-->customer (webrequest)<http://203.185.132.40/otrs/customer.pl?TicketID=350&Action=CustomerTicketZo…>10/15/2007 15:41:52 |-->customer (webrequest)<http://203.185.132.40/otrs/customer.pl?TicketID=350&Action=CustomerTicketZo…>10/15/2007 15:42:37 |-->system (email-external)<http://203.185.132.40/otrs/customer.pl?TicketID=350&Action=CustomerTicketZo…>10/15/2007 15:42:37 |-->>>*system (email-notification-ext)<http://203.185.132.40/otrs/customer.pl?TicketID=350&Action=CustomerTicketZo…>10/15/2007 15:42:39 * ------------------------------ From: Callcenter OpenOffice.org <2020(a)nectec.or.th> To: samphan(a)osdev.co.th Subject: Re: [Ticket 1000172] New State "open"! *** THIS IS JUST A NOTE *** In the ticket history, you can see the "system (email-external)" and "system (email-notification-ext)" entries. I found this confusing for the customers. Can we turn them off? So that the tree show only customer's and agent's messages and not the system's messages. Of course, I still want to receive the notification email. Thanks. -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

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Injection using /etc/aliases
by Marius Flage 16 Oct '07

16 Oct '07

Hi there I'm trying to inject new emails directly into the OTRS system using /etc/aliases, like this: support: |/usr/share/otrs/bin/PostMaster.pl Problem with this is of course permissions. PostMaster.pl reads /etc/otrs/Database.pm, which contains all the information about the database, but when acting as the mail server system, it won't have read access to this file (naturally). Does anyone know of a workaround for this? One obvious solution would be to add the mail system into the otrs group, thus giving it read access to this file, but I'd really settle for something "fancier" than that. I'm using Debian Etch and the otrs2 package provided by it. Marius

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OTRS Configuration
by Howey, Stephen 16 Oct '07

16 Oct '07

Hi I am pretty new to this program and we would like to set up the OTRS software to allow our Active Directory users to login with their current usernames and passwords that they use to login to the workstations. I am not very comfortable going in and changing the perl files. But it looks like you can change the settings using the SysConfig at least there are a few LDAP options in there. I have tried getting it to work with our AD server but at first it was causing the customer.pl page to display an error for somthing in a customer.pm file. I changed some of the settings in SysConfig and the errors stopped but now the customer login screen does not let any of our users login. Could someone please let me know what I am doing wrong. Not exactly sure which options we need to have enabled for LDAP and what they should be set to. Thanks. howeys(a)clintondaleschools.net

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set log file
by Luca Tebaldi 15 Oct '07

15 Oct '07

Hi i have a otrs 2.0.4 i try to eneble log file in framework->core::Log but the system return in defult options (Syslog)... someone have an idea? What is my error? thank's a lot luca

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AW: [otrs] [Error][Kernel::System::Email::SMTP::Send][127]Can'tconnect to host: Bad file descriptor!
by Buechling, Thomas 15 Oct '07

15 Oct '07

After a lot of search a localized the Error... It seems to be a bug in OTRS: It only appears when i set ( at Config.pm for example ) the Path of the OTRS-Installation $Self->{'FQDN'} = 'helpdesk.rudolph.log:4080'; but not when using port 80 $Self->{'FQDN'} = 'helpdesk.rudolph.log'; The Mail script so seems to use this Value at OTRS 2.2.3 ( not at 2.2.2 ), but it can not handle Port Numbers!!! unfortunately we can not use port 80.. so all the Links in Notification-Mails would be wrong with this setting.. But at least mails can be sent! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Henning Oschwald Gesendet: Donnerstag, 11. Oktober 2007 11:30 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] [Error][Kernel::System::Email::SMTP::Send][127]Can'tconnect to host: Bad file descriptor! On Do, Okt 11 2007, Buechling, Thomas wrote: > I updated from OTRS 2.2.2 to 2.2.3 ( Windows, ITSM 1.0.3 ) and moved > to another host and everything works fine, but i can not send any more > emails! Fetching emails works good, but i can not send any > notifications, mails etc.. > > Can't connect to exchange.rudolph.log: Bad file descriptor! Exchange.rudolf.log is your mail relay host, right? Is there any error message above this one in the logs? Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818-0 :: Fax: +49 (0) 9421 56818-18 http://www.otrs.com/ :: Communication with success!

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migrating otrs 2.0.4 to linux from windows
by Isaac Gonzalez 13 Oct '07

13 Oct '07

Hi all,its been a while since I posted here(that's a good thing cuz OTRS has been working without issues for a year and a half!). I was contemplating migrating our current version and settings of OTRS to a linux box from windows(mysql db is not on the OTRS webserver). Depending on how hard this will be I think we would like to go that route, and then eventually upgrade to the latest and greatest version of OTRS. I was wondering if anyone could shed any light on this or at least point me in the right direction. Thanks in advance. -Isaac G

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More then 10000 customers
by Dan King 12 Oct '07

12 Oct '07

Hey list, I have an issue; my customer_user table has grown considerably in the last little while to slightly above 10000 customers. Now when I click on the customer link and try and search for a customer I receive the following error: Software error: Can't call method "fetchrow_array" on an undefined value at C:/OTRS/otrs//Kernel/System/DB.pm line 543. For help, please send mail to the webmaster (admin(a)your-domain.com <mailto:admin@your-domain.com> ), giving this error message and the time and date of the error. Does anyone know that the issue is or has anyone had success with a customer database so large? Thanks for the help! Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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Ticket time input fields
by Radek Hladik 12 Oct '07

12 Oct '07

Hi, I have a question regarding time and date input fields, i.e. when changing ticket to pending. How is determined day and month inputs order? And how can I change it? Is it taken from locale or somewhere else? And is there any simple way how to change default value? We postpone almost all tickets to night hours (due to smaller servers load) so it would be great to change this algorithm to provide default value like 22:00 today. Radek

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Apache Failing
by Emily Flynn 12 Oct '07

12 Oct '07

Hi, The Apache service on our OTRS machine keeps on stopping.. and I don't know why. I have it set up in Services that it should attempt to restart each time but doesn't seem to work. I don't know much about apache, but maybe somebody might take a look at this and see what they think? Thanks! - Emily [Thu Oct 04 11:13:07 2007] [notice] Child 404: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Thu Oct 04 11:13:07 2007] [notice] Parent: Received restart signal -- Restarting the server. [Thu Oct 04 11:13:08 2007] [notice] Child 404: Released the start mutex [Thu Oct 04 11:13:09 2007] [notice] Child 404: Waiting for 250 worker threads to exit. [Thu Oct 04 11:13:10 2007] [notice] Child 404: All worker threads have exited. [Thu Oct 04 11:13:10 2007] [notice] Child 404: Child process is exiting [Thu Oct 04 11:13:13 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Thu Oct 04 11:13:13 2007] [notice] Server built: Jan 9 2007 23:17:20 [Thu Oct 04 11:13:13 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Thu Oct 04 11:13:13 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Thu Oct 04 11:13:43 2007] [notice] Parent: Forcing termination of child process 36 [Thu Oct 04 11:14:29 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Thu Oct 04 11:14:29 2007] [notice] Server built: Jan 9 2007 23:17:20 [Thu Oct 04 11:14:29 2007] [notice] Parent: Created child process 3008 [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Child process is running [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Acquired the start mutex. [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Starting 250 worker threads. [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Starting thread to listen on port 80. [Thu Oct 04 16:45:38 2007] [error] [client 10.1.10.54] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico [Thu Oct 04 16:45:38 2007] [error] [client 10.1.10.54] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico [Tue Oct 09 11:42:47 2007] [notice] Child 3008: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Tue Oct 09 11:42:47 2007] [notice] Parent: Received restart signal -- Restarting the server. [Tue Oct 09 11:42:48 2007] [warn] (OS 10038)An operation was attempted on something that is not a socket. : setsockopt(SO_UPDATE_ACCEPT_CONTEXT) failed. [Tue Oct 09 11:42:48 2007] [notice] Child 3008: Released the start mutex [Tue Oct 09 11:42:49 2007] [notice] Child 3008: Waiting for 250 worker threads to exit. [Tue Oct 09 11:42:49 2007] [notice] Child 3008: All worker threads have exited. [Tue Oct 09 11:42:49 2007] [notice] Child 3008: Child process is exiting [Tue Oct 09 11:42:55 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 11:42:55 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 11:42:55 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Tue Oct 09 11:42:55 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Tue Oct 09 11:43:25 2007] [notice] Parent: Forcing termination of child process 36 [Tue Oct 09 11:46:24 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 11:46:24 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 11:46:24 2007] [notice] Parent: Created child process 3676 [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Child process is running [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Acquired the start mutex. [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Starting 250 worker threads. [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Starting thread to listen on port 80. [Tue Oct 09 14:21:08 2007] [notice] Child 3676: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Tue Oct 09 14:21:08 2007] [notice] Parent: Received restart signal -- Restarting the server. [Tue Oct 09 14:21:09 2007] [notice] Child 3676: Released the start mutex [Tue Oct 09 14:21:10 2007] [notice] Child 3676: Waiting for 250 worker threads to exit. [Tue Oct 09 14:21:11 2007] [notice] Child 3676: All worker threads have exited. [Tue Oct 09 14:21:11 2007] [notice] Child 3676: Child process is exiting [Tue Oct 09 14:21:16 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 14:21:16 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 14:21:16 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Tue Oct 09 14:21:16 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Tue Oct 09 14:21:46 2007] [notice] Parent: Forcing termination of child process 36 [Tue Oct 09 14:24:17 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 14:24:17 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 14:24:17 2007] [notice] Parent: Created child process 3440 [Thu Oct 11 03:06:24 2007] -e: Terminating on signal SIGTERM(15) running [Tue Oct 09 14:24:25 2007] [notice] Child 3440: Acquired the start mutex. [Tue Oct 09 14:24:25 2007] [notice] Child 3440: Starting 250 worker threads. [Tue Oct 09 14:24:25 2007] [notice] Child 3440: Starting thread to listen on port 80. [Thu Oct 11 03:08:06 2007] [warn] pid file C:/OTRS/Apache2/logs/httpd.pid overwritten -- Unclean shutdown of previous Apache run? [Thu Oct 11 03:08:09 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Thu Oct 11 03:08:09 2007] [notice] Server built: Jan 9 2007 23:17:20 [Thu Oct 11 03:08:09 2007] [notice] Parent: Created child process 1028 [Thu Oct 11 03:08:17 2007] [notice] Child 1028: Child process is running [Thu Oct 11 03:08:17 2007] [notice] Child 1028: Acquired the start mutex. [Thu Oct 11 03:08:17 2007] [notice] Child 1028: Starting 250 worker threads. [Thu Oct 11 03:08:17 2007] [notice] Child 1028: Starting thread to listen on port 80.

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OTRS Webmail client non-functional. REPOST
by Mark Nernberg 11 Oct '07

11 Oct '07

This is a repost, as there has been no positive response. This is now the FOURTH TIME I am posting! Getting some reasonable answer would be nice. I have a new deployment of OTRS 2.2.3, with the OTRS Webmail client (v. 0.11.2). The Webmail client is disfunctional. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. But, when clicking on a message to display it, I get the OTRS screen, and a "View" menu (with back/reply/reply-all/plain/delete), and a small grey area marked "options", but the message never displays. If someone would like, I'll include a screenshot. There are no apparent errors showing in my Apache error log, nor in the system message log. The only error message is from the OTRS log: Wed Oct 10 10:19:19 2007 notice OTRS-CGI-10 Totally empty attachment part (1) In MS-Outlook, or any one of a number of webmail clients, there's no problem, so its not a structural issue with the email itself. Advice, anyone? -- Mark J. Nernberg

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