July 2007 - otrs - OTRS mailing lists

Problem When reply a ticket after upgdrade 2.0.3 to 2.2.1
by Carlos A Cardona Gomez 31 Jul '07

31 Jul '07

Hello, I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. I even created a new user, gave it all permissions, assigned all the queues but still can't reply a Ticket. I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas of what could be happening? Thanks... Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7411 carlos.cardona(a)upb.edu.co <mailto:carlos.cardona@upb.edu.co> | www.upb.edu.co <http://www.upb.edu.co/>

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PHP Script to show quick Status
by Net Saint 31 Jul '07

31 Jul '07

Hello, I thought I share a little PHP script I wrote a couple of weeks ago. It will query the OTRS database and put out the current open tickets sorted by queue, tickets closed in the last x hours and tickets opened in the last x hours. It was designed for my management, so they can look what is going on without the need to log into OTRS. It works with OTRS 2.1 but I guess it will work it OTRS 2.2 as well. You can download it here: http://www.theworldsend.net . Look for "report.php" in the download section. I am no PHP programmer. Please spare me comments that you can write it in two lines where I used more lines. If you make it better let me know and I incorporate your changes. If anybody here did similar things I would like to know. Thanks /Swen

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Migrating from otrs 2.1 to otrs 2.2
by tarallo＠ort.edu.uy 31 Jul '07

31 Jul '07

I want to know if I have to take special care in this task. Thanks -- A/P Andrés Tarallo

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Advanced filter on incoming mails
by Gabriele D'Andrea 31 Jul '07

31 Jul '07

Hi all, some servers that we manage, are configured to send automatic emails on errors: when an error occurs, a mail i s sent every 5 minutes. My boss asked me to integrate these warnings in OTRS, so that a new ticket is created when an error occurs. So I need to filter emails coming from those specified addresses, in order to prevent multiple copies of the same ticket (a new mail is sent every 5 minutes until problem's solved or notification is stopped). I was thinking about a filter that allows a specified address, to open only 1 ticket every (say) 1 hour. Is this possible, can someone give me some guidelines about this, or a better way to filter automatic mails? Thanks a lot Gabriele -- Gabriele D'Andrea Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dandrea(a)ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose

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Modification of a read-only value attempted
by will 31 Jul '07

31 Jul '07

Hi again, I'm getting this error when trying to reply to a ticket: Software error: Modification of a read-only value attempted at /data/CPAN/lib/site_perl/5.8.8/i86pc-solaris-thread-multi-64/Net/DNS/Question.pm line 47. So after some searching, found someone's solution (http://www.mail-archive.com/otrs@otrs.org/msg18266.html) but it didn't work for me. Since this was on a Solaris box, and I had a known working copy working in SuSE 10, I copied over SuSE's pm files. Now I get a blank page when I click "Compose E-mail". Any suggestions? Thanks! -william

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RE: [otrs] PostmasterPOP3 error: Can't use string ("mail") as an ARRAY
by Matthew Joyce 30 Jul '07

30 Jul '07

Maybe the problem is with the config, perhaps wherever 'mail' is being provided should be ['mail']. Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Jeroen Prinse > Sent: Monday, 30 July 2007 9:07 PM > To: otrs(a)otrs.org > Subject: [otrs] PostmasterPOP3 error: Can't use string > ("mail") as an ARRAY > > Dear list, > > Maybe someone knows the answer to my problem. > > The situation: > > OS: CentOS > OTRS: Version 2.2.1 + ITSM 1.0.1 > > The postmaster account is setup succesfully and username and > password is working. Manually running the postmasterpop3 > (./PostmasterPOP.pl) gives the following error: > > "Can't use string ("mail") as an ARRAY ref while "strict > refs" in use at /opt/otrs/Kernel/System/CustomerUser/LDAP.pm > line 240, <DATA> line 225." > > Couldn't find anything wrong in LDAP.pm > > Please help me out :) > > Kind Regards, > > Jeroen Prinse. > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > =http://www.otrs.com/ >

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LDAP and Database
by Maurice James Ny 30 Jul '07

30 Jul '07

At the moment I have both the database and active directory begin accessed by OTRS. I would like to be able to import my users from active directory into my OTRS database. Is this possible? When ever I try to add users to the database through the web interface I get an error that the user already exists. ( This is true they exist within active directory but not within the OTRS database. Whenever I check the customer_user table, its empty. I tried running ldap2db but it does not populate the database. Any takers on this one?

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new instance of otrs2
by Andrew Meyer 30 Jul '07

30 Jul '07

Why would I be getting this: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Jul 30 14:18:36 2007 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (30676): Module: Kernel::System::DB::new (v1.47) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

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Mensaje: You need permissions! after upgrade
by Carlos A Cardona Gomez 30 Jul '07

30 Jul '07

Hello, I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. I even created a new user, gave all permissions, assigned all the queues but still can't reply a Ticket. I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas? Thanks in advance... Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7411 carlos.cardona(a)upb.edu.co <mailto:carlos.cardona@upb.edu.co> | www.upb.edu.co <http://www.upb.edu.co/>

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Solaris Zone
by will 30 Jul '07

30 Jul '07

(Sorry if this is a duplicate. I sent this last Friday, but for some reason it didn't show up, in my mailbox at least) I'm trying to install OTRS in a Solaris zone and not having too much luck. The perl binary is "secured" so I have to use a different binary (/data/bin/perl). I'm not having a lot of luck with this, and not sure if I messed up anything. I was able to edit bin/otrs.checkModules with the new binary path, and it was able to find all the modules. But then in bin/cgi-bin/installer.pl I did the same thing, but it seems to refer to another file /opt/otrs/Kernel/System/DB.pm which doesn't seem to use the right binary since it cannot locate DBI.pm. So I'm not sure how to globally set the default path of the perl binary to the new path. Any help would be very much appreciated. Thanks! -will

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