December 2007 - otrs - OTRS mailing lists

Logging -- and everything else broken -- issue in Kernel::System::Log.pm
by Mark Nernberg 28 Dec '07

28 Dec '07

When running any of the cron jobs, including PostMasterPOP3.pl, I have been getting the following error: No space left on device at /usr/local/www/secure/otrs/Kernel/System/Log.pm line 81, <PRODUCT> line 4. However, I've made no changes in Config.pm, nor should anything be affecting that. The logs are stored in /tmp/otrs.log, and /tmp plainly has plenty of space. # df Filesystem 1K-blocks Used Avail Capacity Mounted on /dev/da0s1a 2025328 124176 1739126 7% / devfs 1 1 0 100% /dev /dev/da0s4d 4058062 66434 3666984 2% /files /dev/da0s3e 4055384 21986 3708968 1% /tmp /dev/da0s4e 16147168 4578482 10276914 31% /usr /dev/da0s3d 4058062 406152 3327266 11% /var /dev/ad3s1d.bde 196957934 81907310 99293990 45% /home devfs 1 1 0 100% /var/named/dev /tmp/otrs.log does exist, and I've given r/w perms to everyone in order to be certain that the prob is not permissions-related. Any clues? This is tying down my whole ticketing system! -- Mark J. Nernberg PLEASE NOTE: THIS IS NOT MY REGULAR EMAIL ACCOUNT! AIM: marknernberg ICQ: 457132342 XMPP: m(a)marknernberg.com

1 0

Re: otrs Digest, Vol 53, Issue 51
by armin.kurz＠lobster.de 28 Dec '07

28 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

1 0

problem adding customer accounts dynmacially via LDAP
by Dimitrius Weddington 28 Dec '07

28 Dec '07

Hi All, I've been googling and searching through mail thread to get the LDAP/AD finally working with our AD environment. The last hurdle is to get accounts automatically created. I'm running into the following errors: Dec 27 15:39:31 XXXXXX OTRS-CGI-07[28959]: [Error][Kernel::System::Auth::LDAP::Auth][Line:343]: Old config setting detected, please use the new one from Kernel/Config/Defaults.pm (User* has been added!). Dec 27 15:39:31 XXXXX OTRS-CGI-07[28959]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'testuser'!!! Dec 27 15:39:31 XXXXX OTRS-CGI-07[28959]: [Error][Kernel::System::User::UserAdd][Line:229]: Need UserFirstname! Dec 27 15:39:31 XXXXX OTRS-CGI-07[28959]: [Error][Kernel::System::Auth::LDAP::Auth][Line:400]: Can't create user 'testuser' (CN=testusers,OU=XXXXX,OU=XXXXX,OU=XXXXX,DC=marvell,DC=com) in RDBMS! Dec 27 15:39:31 mchinf11 OTRS-CGI-07[28959]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'testuser'!!! Here's snippets of the Config.pm $Self->{'CustomerUser'} = { CustomerKey => 'sAMAccountName', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'XX.XX.XX.XX', BaseDN => 'DC=marvell,DC=com', SSCOPE => 'sub', UserDN => 'otrs_binduser', UserPw => '*********', }, # customer unique id # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'streetaddress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Using a LDAP browser I was able to confirm that 'givenName' was truly defined. Any help would be appreciated. Thx! -dimitrius ________________________________ "Without passion ... what's the point?"

1 0

Ticket Reply
by Julien CHAMPSEIX 27 Dec '07

27 Dec '07

Hello all, - My problem is the following : 1) OTRS send mail notification for a new ticket to an Customer (with sender= toto(a)toto.com) 2) When Customer do reply it's reply to toto(a)toto.com - I would change the receiver when people reply to a notification as following without manually action: 1) OTRS send mail notification for a new ticket to an Customer (with sender= toto(a)toto.com) 2) When Customer do reply it's reply to titi(a)titi.com Is it possible to do into OTRS ? Regards, Julian.

1 0

Templates for Notes
by justinjohnson＠f2s.com 27 Dec '07

27 Dec '07

Hi All, Is there any hack/modification we can make to the code of OTRS that will allow us to have templates for internal notes a bit like we do for responses? This would make handling things internally much easier when dealing with escalations etc. Many Thanks Justin

1 0

calculating answer time
by Tabitha Stang 27 Dec '07

27 Dec '07

Hi, I sent this a few days ago, but unfortunately haven't received a response. Maybe because it's not possible? We'd like to be able to calculate the average time it takes for us to answer a ticket. I found code in the logs, but it has one problem, best illustrated through an example: If a customer writes to us on Nov 1 and we answer immediately, then he writes again on November 5 and we answer immediately, the "time difference" calculated is 4 days. This messes up our statistics - since really we answered immediately each time! Is there any way to solve this? It's very important for us! Thanks very much and happy holidays! Tabitha

1 0

Re: [otrs] The system crashes
by Antonio Sarmiento 27 Dec '07

27 Dec '07

Hello, Thanks by your coments. I check the windows eventviewer without errors. The Apache Log has the following error: [Wed Dec 26 11:43:18 2007] [notice] Child 2948: Starting thread to listen on port 80. [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico, referer: http://servotrs/otrs/index.pl?Action=AgentTicketMailbox&Subaction=New [Wed Dec 26 11:57:43 2007] [error] [client 192.168.0.127] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico, referer: http://servotrs/otrs/index.pl?Action=AgentTicketCustomer&TicketID=20 [Wed Dec 26 12:54:07 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations There are 2 errors the first was at 11:43 an the second error at 11:57 but the system stop al 12:09 more less ?? Thanks for your cooperation Antonio > Date: Fri, 21 Dec 2007 10:57:07 +0100 >From: "Peter Hoogkamer" <peter.hoogkamer(a)gmail.com> > Subject: Re: [otrs] The system crashes > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <73aa5bd40712210157v22dc54a4teebc1b881d39348a(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > Hello, > > I am running OTRS::ITSM 2.2.4 on Apache and Windows server 2003. I am > not having any problems with otrs. I have recently upgraded to 2.2.4 > and that went fine. I suggest you check you're logs, also the windows > eventviewer. > > Peter > > 2007/12/21, Steven Carr <s.j.carr(a)khipu-networks.com>: >> Antonio Sarmiento wrote: >> Iï¿½m using win32 OTRS 2.2.4 but Iï¿½m having problem with the system >> because sometimes it donï¿½t respond. >> Normally it respond quickly but in this cases the screen looks like it >> is waiting for response but it never comes.(hung up !! ) >> >> I have to restart the system (with de restart batch file) and then begin >> to work again ?? >> > Are there any errors in the Apache log files? > > Steve

2 1

Re: otrs Digest, Vol 53, Issue 48
by armin.kurz＠lobster.de 27 Dec '07

27 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

1 0

Why is OTRS so slow for me?
by Carlos Williams 26 Dec '07

26 Dec '07

Guys - I am responsible for a server running otrs-2.1.4-01. They OTRS system accepts emails fine and generates tickets fine however when you attempt to close the ticket with the "empty answer" option, the system hour glasses for like 1-2 minutes before it allows you to modify the ticket. It is beyond slow and never use to be this way. I don't know what to do to understand what is causing the latency. The file system on the OS is fine and does not look to be full by any means so I would think there is perhaps something wrong with the data base or something else. I have no experience with OTRSso I am scared to make any changes and don't know where to look. It works fine is the bottom line, it is just super slow. Any thoughts? -- This EMAIL was sent from a Linux (virus free) environment...

1 0

Installation Problems
by Jason Hough 26 Dec '07

26 Dec '07

Hello.. I ran through all the installation instructions successfully (no errors at all)....however when I try to log into the system @ http://localhost/otrs/index.pl I get a 500 Internal Server Error I checked my messages log and get the following: Dec 19 14:22:34 hd OTRS-CGI-10[21834]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:22:36 hd kernel: index.pl[21836] general protection eip:6170e3 esp:bf86c820 error:0 Dec 19 14:23:25 hd OTRS-CGI-10[21846]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:23:26 hd kernel: index.pl[21848]: segfault at 00000011 eip 006170cb esp bfdb5560 error 4 Dec 19 14:25:17 hd OTRS-CGI-10[21912]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:26:58 hd OTRS-CGI-10[21918]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:27:00 hd kernel: index.pl[21920] general protection eip:4350ac esp:bfe875e8 error:0 as you can see Im getting a general protection error on index.pl....any idea why this is happening? Please advise....Thanks! Thanks, ******************************************* Jason Hough Network Administrator Phone: 517-272-5527 GC Services

3 2