November 2007 - otrs - OTRS mailing lists

create ticket from form / same as Email Ticket
by Jo Rhett 07 Nov '07

07 Nov '07

This concerns OTRS 1.3.2 (running on a provider's system) but it appears to be much the same with a 2.2 installation I have here locally. I'm trying to create a ticket by submitting a form prefilled with values. The goal is to pre-fill the To: and Cc: fields from a local customer database. I copied and minimized the form from Email Ticket, and it looks like the following. However, whenever I submit it I get Message: Need TicketID! Traceback (18383): Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1131 Module: Kernel::Modules::AgentEmail::Run (v1.34.2.2) Line: 597 ...etc However, the stock form supplies an empty TicketID as well. The purpose is to create a ticket. What am I doing wrong here? <form action="https://tickets.svcolo.com/otrs/index.pl" method="get" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="AgentEmail"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Dest" value="105||SVcolo"> <input type="hidden" name="To" value="(*customer e-mail*)"> <input type="hidden" name="Cc" value="(*customer backup*)"> <input type="hidden" name="Bcc" value="support-staff(a)svcolo.com"> <input type="hidden" name="FormID" value="1194316011.9677080.31251047"> <input type="hidden" name="ExpandCustomerName" value="0"> <input type="hidden" name="AllUsers" value="0"> <input type="hidden" name="PreSelectedCustomerUser" value=""> <input type="hidden" name="SelectedCustomerUser" value=""> <input type="hidden" name="PriorityID" value=""> <input type="hidden" name="CustomerID" value=""> <input type="hidden" name="TicketID" value=""> <b>Subject:</b> <input type="text" name="Subject" value="" size="70"><br /> <textarea name="Body" rows="15" cols="72" wrap="hard"> </textarea><br /> <b>Time units (work units):</b> <input type="text" name="TimeUnits" value="" size="4"><br /> <input class="button" type="submit" value="Send mail!"> </form> -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

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Counting responses used
by Tabitha Stang 07 Nov '07

07 Nov '07

Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under "Stats" or "Search". Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang

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Database errors/warnings
by Jose-Marcio Martins da Cruz 07 Nov '07

07 Nov '07

Hello, I've just installed OTRS (2.2.3) on one of our servers (FreeBSD 6.1/MySQL 5.0.22/...) and I'm seeing a lot of this errors at apache error log file : [Wed Nov 07 11:08:36 2007] [error] [client 10.3.5.77] [Wed Nov 7 11:08:36 2007] index.pl: DBI::db=HASH(0x87ad64c)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs-2.2.3/bin/cgi-bin/../../Kernel/System/DB.pm line 228., referer: http://someserver/otrs/index.pl

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OTRS Installation on Debian Etch
by Joel Roberts 06 Nov '07

06 Nov '07

Working on an initial installation of OTRS on Debian Etch, Apache was working fine for other applications, but after the LDAP configuration, it stopped working. Now when trying to start apache, I get the following errors: [warn] Useless use of AllowOverride in line 22. failed! In the apache error log, it reports the following: [Tue Nov 06 15:34:49 2007] [error] syntax error at /usr/share/otrs//Kernel/Confi g.pm line 85, near "'AuthModule::LDAP::Host'}"\nCompilation failed in require at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27.\nBEGIN failed--compila tion aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27.\nCompil ation failed in require at (eval 2) line 1.\n I've checked and re-checked the line with the AuthModule::LDAP::Host, I don't see anything unusual here. I've read a few posts about ORTS not being Apache2 compliant and have made the recommended changes, but still no luck. Anyone else had the same issue and resolved it? Thanks in advance.

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Upgrade OTRS v. 2.0.4 to v. 2.2.3
by Ivan De Masi 06 Nov '07

06 Nov '07

Hello, we have a bit older installation of OTRS (v. 2.0.4 from the sources) and want to upgrade to v. 2.2.3. Can this be realized in one step or do I have to install some versions beetween (e.g. 2.1. an than 2.2. etc.) Has anyone expierence in such a major upgrade, especially with possible problems with the database (mysql) etc. I have found this post in this month with very helpful hints: http://lists.otrs.org/pipermail/otrs/2007-October/020536.html Is there somebody having also any other experience - any feedback is welcome! Thanks! Best wishes, Ivan

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Proposal of how to setup OTRS on Ubuntu 7.04 server
by Anders Karlin 06 Nov '07

06 Nov '07

It was piece of cake to setup the LAMP-server and install OTRS with apt-get but I'am unsure how to setup a secure mailserver. I own a domain that I want to dedicate for this. I could use the domain with google apps to setup a mailaccount but google only let me only connect by POP3+SSL and SMTP+TLS. I found an module for OTRS to connect to POP3+SSL but I guess it wasn't configed for ubuntu because I can't get it working. I installed Postfix after an HOWTO-guide and I think it works but I'am unsure how secure it is. I don't want do be abused to send SPAM. So I would like some links or help how I should solve my problem. I'am not totaly a newbi to linux but I'am unsure when it comes to setup an secure mailsystem.

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MySQL Admin Problems
by Emily Flynn 06 Nov '07

06 Nov '07

Hi, I'm running OTRS 2.1.7, and I've been having a problem with Apache failing. So I want to upgrade to 2.2 hoping this might fix it. What this entails is backing up the MySQL database, uninstalling the current version of OTRS, and then reinstalling the new one, making sure to copy over my config files. Now, I'm not knowledgeable of MySQL at all, so I want to use a user-friendly application to work with the database in order to avoid errors. I downloaded and installed MySQL tools from the MySQL website, and the Administrator tool is picking up the MySQL database using the default OTRS Username and Password. The Administrator isn't connecting to the database correctly however, when I so into User Administration, I get the following error: 'A MySQL error was encountered. The message is: Could not fetch user names. The following error occurred: SELECT command denied to user 'otrs'@'localhost' for table 'user' (1142). As far as I can find out, this means that the proper user privileges have not been set for the database, but I don't know how to fix this, or how to adjust and save the correct config files. If someone could point me in the right direction, I'd really appreciate it. Thanks! Emily

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Automatically assigning people to a queue by their mail address domain
by Boris Ratak 06 Nov '07

06 Nov '07

Hi, According to the OTRS doc (http://doc.otrs.org/2.2/en/html/x846.html#adminarea-customer-user-groups) you have to manually assign customers to a group (and therefor to a queue), or use the CustomerAlwaysGroup option to assign every new customer to a single group. My problem is that I have several queues, each assigned to a customer's company with some customers which I don't wan't to see/post any other queue than their company's queue. So : 1) Is there a way to configure OTRS so that every new customer is automatically assigned to a queue, according to the domain of his mail address? 2) If first answer is yes, is there a way to do the same with the customers that are already registered? Thx for the answers B. _____________________________________________________________________________ Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail

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Windows OTRS and Active Directory
by Ryan Stahl 05 Nov '07

05 Nov '07

Could someone who is using the windows OTRS and has it working with their Active directory send me a snap shot of your Config.pm file I cannot figure out what I am doing wrong. Thank you, Ryan S. Stahl True IT Department IT Technician MCSA (307) 266-0403 The information in this electronic mail message and any attached files is confidential and may be legally privileged. If you are not the intended recipient, delete this message and contact the sender immediately. Access to this message by anyone other than its intended recipient is unauthorized. You must not use or disseminate this information as it is proprietary property of the True companies. Communications on or through the True companies' computer systems may be monitored or recorded to secure effective system operation and for other lawful purposes. Thank you.

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Search Tickets by metacharacters
by Laurent Minost 05 Nov '07

05 Nov '07

Hi, I thought I've already seen this somewhere but can't find back where so maybe not. Is there a way to do some "regexp style" search through Search Tickets feature like searching with "OR" or "AND" operand or in TicketNumber field only Tickets through number 2400 to 2500 for exemple ? ( a thing like 24[0-9]{2} ) Thanks by advance for your answer, Best regards. Laurent Minost

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