March 2007 - otrs - OTRS mailing lists

Duplicate tickets at each mail check and can't send mail
by Wes Plate 30 Mar '07

30 Mar '07

Our OTRS system is acting strangely. I returned from a few days holiday to find that many tickets were duplicated, each new ticket three minutes apart-- maybe OTRS isn't deleting the messages off the POP server and thinks an old email is a new ticket? Separately, often when trying to send a reply I received this error: Software error: Can't locate object method "set_error" via package "Authen::SASL::Perl::DIGEST_MD5" at /usr/lib/perl5/vendor_perl/5.8.0/Authen/SASL/Perl/DIGEST_MD5.pm line 55. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. I was able to send the message when I tried again. Suggestions? I have contacted my regular OTRS consultant but no reply yet. Are there others that do OTRS consulting/troubleshooting/upgrading/installing ? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Question
by Super User 29 Mar '07

29 Mar '07

Hi all, I've been testing otrs for a while now and it seems to fit the bill. The faq module is also very nice but we want to add new categories to this system when creating a new article. For instance: Now when you create a faq article you can choose between : internal / external and public as a status. Is it possible to add another status (like a name of a department) so that those articles can only be read by the members of that department. Can sombody please show me the steps ? Thanx in advance, Randy _________________________________________________________________ Talk with your online friends with Messenger http://www.join.msn.com/messenger/overview

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PDF problem
by Vicente Barbera 29 Mar '07

29 Mar '07

Hi All, i am having this error on log: PDF support activated in SysConfig but cpan-module PDF::API2 isn't installed! Thu Mar 29 09:27:49 2007 error OTRS-CGI-10 Module 'PDF::API2' not found! otrs is installed in a freebsd box, who knows what port i need to solve this? Regards, Vince.

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Ticket Notification Scheduling and SubQueues questions
by Vladimir Doisan 29 Mar '07

29 Mar '07

Hi All I am evaluating OTRS 2.1.6 (on Gentoo Linux server, installed from source) for use in my company and have couple questions [Question 1] What I am looking for is the ability to choose email addresses based on the time/day. Basically Monday - Friday the ticket notifications for some queue will go to regular work email. Saturday & Sunday the queue will send notifications to a different email address (text message to cell phone). I did not find this feature in OTRS. We have internal mail gateway (running xmail) and I can write a filter which would intercept & forward emails based on preferences (standard schedule + vacations), however I would like to make OTRS independent of the XMail server. [Question 2] Customer's "New Ticket" screen We have about 100 queues & sub-queues. Currently the Queues & the Sub-queues are in one very long drop down box. Is it possible to choose main Queues in one drop down box and Sub Queues in a different drop down box? This will be more user friendly. Thanks all!

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Problem with OTRS 2.1.6 / Internet Explorer 6 / HTTPS / DNS
by Marcos Kamada 29 Mar '07

29 Mar '07

Hi Friends, I had problems with Internet Explorer 6 and Otrs 2.1.6. When I try to open a customer ticket IE6 send me this error Server not found or dns error. I use https. With Firefox and IE7 I don´t have this problem. Any Ideia? ---------------------------- Marcos Mina Kamada _________________________________________________________________ MSN Messenger: converse com os seus amigos online. http://messenger.msn.com.br

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Survey Tools
by Marcos Kamada 29 Mar '07

29 Mar '07

How can I use the Survey Tools? There is some Administrador Manual of the OTRS Modules? Regards, ---------------------------- Marcos Mina Kamada _________________________________________________________________ MSN Hotmail, o maior webmail do Brasil. http://www.hotmail.com

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IMAP on Windows
by Chris Watt 28 Mar '07

28 Mar '07

Hi Guys, I have a Windows server in Aus that needs to import mail from an IMAP server in Germany. What is the best method to go about this? I don't understand the stuff about fetchmail as it seems to be linux stuff. Help is greatly Appreciated. Cheers! ~Chris

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index.pl: HINT: Use the escape string syntax for escapes, e.g., E'\\r\\n'.
by Marcos Kamada 28 Mar '07

28 Mar '07

What kind of error is that? Why nobody respond messages in this forum? Regards, Kamada [Wed Mar 28 12:07:18 2007] [error] [client 192.168.11.154] [Wed Mar 28 12:07:18 2007] index.pl: ^ [Wed Mar 28 12:07:18 2007] [error] [client 192.168.11.154] [Wed Mar 28 12:07:18 2007] index.pl: HINT: Use the escape string syntax for escapes, e.g., E'\\r\\n'. ---------------------------- Marcos Mina Kamada _________________________________________________________________ MSN Busca: fácil, rápido, direto ao ponto. http://search.msn.com.br

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POP3 and SSL (idea)
by Miguel Angel Bayona Pérez 28 Mar '07

28 Mar '07

Hi again, my fault. I just tryed to install the package WITHOUT extracting it from the zip file. Unzipped and inastalled. Seems OK. I´ll test it and report about it Thanks againg, Miguel Hi Torsten, When trying to install (using the package installer) you very interesting package (it definitly should be in next OTRS version!!) in 2.1.5 in debian+php 5.1.x, I get the following error: Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Package.pm line 1426, <fh00001PostmasterMailAccount_0.0.8.zip> line 77. Any idea why or what iI´m doing wrong? Regards, Miguel

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SSL Module
by Chris Watt 28 Mar '07

28 Mar '07

Hi Guys, Whenever I try to use IMAPS on my windows machine, I get this error: Error: Module 'IO::Socket::SSL' not found! This happens in Webmail and in the standard PostMaster script. Can anyone tell me how to install/fix this please? Cheers! ~Chris

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