July 2007 - otrs - OTRS mailing lists

X-OTRS-Type problem
by Daniel Wedewardt 19 Jul '07

19 Jul '07

Hello @all, sorry for the double post, I've send this question to otrs-de a hour ago. But, to have a greater response group, I decided to ask the same question in english. Before I've written this mail, I've googled and searched the Mailinglistarchive. Sadly without success. I'd like to send an mail from a webform to otrs 2.2. To have a better pre-sort, I send some additional X-OTRS Header: <snip> $mailheader.= "\r\n"."X-OTRS-Type: 4"; $mailheader.= "\r\n"."X-OTRS-SenderType: system"; $mailheader.= "\r\n"."X-OTRS-ArticleType: webrequest"; ... $mailheader.= "\r\n"."X-OTRS-TicketKey8: Category (Info)"; $mailheader.= "\r\n"."X-OTRS-TicketValue8: info_cat1"; $mailheader.= "\r\n"."X-OTRS-TicketKey10: Platform"; $mailheader.= "\r\n"."X-OTRS-TicketValue10: PC"; </snip> After receiving the send mail via fetchmail and forwarding the mail to bin/PostMaster.pl via procmail, I can see the Mail as an Ticket in OTRS. All X-OTRS Header fields are imported expect the X-OTRS-Type Field (I can see the field key/value in ticket table in otrs database). The Mailadresse is set to "valid", otherwise the other X-OTRS Header fields wouldn't be imported. Within X-OTRS-Manual I've found a hint, that Ticket::Type should be active ("if Ticket::Type support is active"). I greped for Ticket::Type <snip> Kernel/Config/Files/ZZZAuto.pm:$Self->{'Ticket::Type'} = '1'; Kernel/Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Type" Required="1" Valid="1"> </snip> Does any one know this problem? Thanks for any help!!! Daniel

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Help configuring pop3 for multiple agents or queus
by Leonardo Mateo 18 Jul '07

18 Jul '07

Hi All, I was able to install and configure OTRS the way I want it, and it's working great. Currently, when a customer submits a request the agent that owns that queue will get a notification message automatically, something like; there is a new ticket in "Queue"! This is working only for one agent, I try setting it up for two more agents unsuccessfully. When a customer submits a trouble ticket to one of these two agents, they won't get a notification e-mail. I configure this the same way as the one that's working. Is this functionality limited to one agent or queue? Or what is it that I'm doing wrong? Any help will be greatly appreciated. Thanks! Leo-

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GetTableData SQL syntax error
by Rui Silva 18 Jul '07

18 Jul '07

Good evening, I'm deploying OTRS and I'm having a problem. In User administration, the user list doesn't appear (no Users showed). In the log file I have this errors regarding to this problem: [Wed Jul 18 16:11:56 2007][Error][Kernel::System::DB::GetTableData][668] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ' , FROM system_user' at line 1, SQL: 'SELECT , , FROM system_user ' [Wed Jul 18 16:11:57 2007][Debug][Kernel::System::Web::InterfaceAgent::Run][714] Global handle stopped. My config is. OTRS 2.1.7 LDAP Backend for agents and customers Windows XP ( I know it's not the best way to do it, but.... :( ) I couldn't find the answer using google, so I'm hoping that you gurus out there help me with this. Regards, Rui Silva Portugal

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Integration of OTRS with ACD sytstems
by Agim Cami 18 Jul '07

18 Jul '07

I am discovering OTRS. Seems very well done. I would like to know if somebody have experienced the integration of OTRS with ACD systems (Automatic Call Distribution) and IP PBX? --

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Survey package for OTRS 2.2.1
by Laurent Minost 18 Jul '07

18 Jul '07

Hi, Searched on Google and OTRS Mailing lists but can't find an answer to this : is there any existing Survey package for OTRS 2.2.1 please ? It seems that in the otrs.xml of ftp://ftp.otrs.org/pub/otrs/packages/otrs.xml, all entries for Survey module are marked for OTRS Framework v 2.1.x. Anyone who succeed to install Survey module under OTRS 2.2.1 and if so how please ? Anyone having an answer is welcome also :) Thanks, Laurent

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Otrs doc in PDF version 2.2
by frederic.fraudeau＠fr.schneider-electric.com 18 Jul '07

18 Jul '07

Hi all I tried many times to download the pdf file for the OTRS 2.2 documentation version from the otrs.org homepage but it seems that the file is corrupted. Can someone helps me ? Regards, Fred.

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FQDN Not Being Set
by Sanson, Rick 18 Jul '07

18 Jul '07

Where is the "OTRS_CONFIG_FQDN" set? I have set it in otrs/Kernal/Config.pm and in ZZZAuto.pm but the real FQDN never appears in any responses. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/ http://fc4/otrs/index.pl?Action=AgentZoom&TicketID=84 Thanks!

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problems fetching eMail from POP3 account maybe UTF related
by Falko Zurell 18 Jul '07

18 Jul '07

Hello list, I have just updated my OTRS to 2.2.1. Everything worked fine. But then I switched the default encoding to UTF-8. Now the PostMasterPOP3.pl seems to have problems with fetching mails. I ran it from the command line and got the following error message: <snip> Notice: PostMasterPOP3.pl is already running but is starting again! Message 1/1 (idcheck(a)x1.ads.i-dmedia.com) Unrecognised line: falko.zurell(a)gmail.com> at /opt/support.i- dmedia.com/otrs-2.2.1/Kernel/System/EmailParser.pm line 212 </snip> I have this on an jurassic RedHat Enterprise Linux 3 box with Perl v5.8.0 built for i386-linux-thread-multi any ideas on that? thanks --- Falko Zurell Head of Application Management Mobil +49 (0)160 - 3 62 52 77 /i-d media AG Ohlauer Straße 43 D-10999 Berlin Tel +49 (0)30 - 2 59 47 - 357 Fax +49 (0)30 - 2 59 47 - 471 www.idmedia.com _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ This message may contain confidential information and must not be copied, disclosed or used by anybody other than the intended recipient. If you have received this message in error, please notify us immediately by reply e-mail and delete all records of the message from your computer. The views represented in this message are solely those of the author. Neither the author nor I-D Media AG accepts any liability for the contents of this message.

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PGP Failed
by suender＠ctbc.com.br 17 Jul '07

17 Jul '07

Sirs, When I try to send email with PGP, doesn't work. See following logs. Jul 16 09:34:14 rt OTRS-CGI-10[31939]: [Error][Kernel::System::Crypt::PGP::Sign][Line:262]: Can't sign with Key 15279234: gpg: signing failed: file exists ! Anybody help me!

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RE: removing system notes in zoom view
by Jonathan Larsen 17 Jul '07

17 Jul '07

In the zoom view it also shows when the system sent a reply back to follow-ups or new tickets. Is there away to not show what the system does in the zoom view? I tried searching the archives and in the system config and couldn't find anything. Also is there away to remove all the other languages of notifications in Notification Management. For example, I only need it to show the en::add::your::notification::here. I don't need the others... Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108

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