September 2007 - otrs - OTRS mailing lists

Problem using additional POP account
by Christian Petrou 07 Sep '07

07 Sep '07

Trying to add additional users to OTRS with POP accounts, and get the following error: LINUX:/opt/otrs/bin # ./PostMasterPOP3.pl No messages (domain\user(a)mail.domain.com) Connection to mail.domain.com closed. ERROR: OTRS-PM3-77 Perl: 5.8.8 OS: linux Time: Fri Sep 7 14:04:06 2007 Message: Auth for user user2(a)mail.domain.com failed! Traceback (18722): Module: main::FetchMail (v1.25) Line: 162 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 It pulls the emails for the admin account but cannot send receive for user2. Also when selecting "queue answer" and then "sendmail" I get: ERROR: OTRS-CGI-77 Perl: 5.8.8 OS: linux Time: Fri Sep 7 14:11:37 2007 Message: Can't use from: user2(a)domain.com! Enable debug for more info! Traceback (18818): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 86 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I know I have to missing something simple.... Thanks for the help in advance!!

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BUG: packages and themes not working
by Miguel Angel Bayona Pérez 07 Sep '07

07 Sep '07

Hi Alexander, what you say looks ok and reasonable application behaviour (if it is not in my-theme, the system looks for it in Standard). However since the installation of the ITSM packages (in 2.2.1 and 2.2.2), I was getting errors when using the ITSM and I could not p.e. create services. The problems went away when I copied manually the files that where in Standard and missing in my-theme. That´s why my explanation: if I must copy the files from Standard to my-theme AND this makes a difference, this means that OTRS is not looking in Starndard. If you have checked that this is not the case, this could mean that the problem is perhaps in my installation. My installation is: Ubuntu 7.04, Apache/2.2.3 (Ubuntu) PHP/5.2.1 proxy_html/2.5 mod_perl/2.0.3 Perl/v5.8.8 However, I´m using OTRS intensivelly in my team (5 people, 400 users) and the rest of the functionality (beyond some repetitive log messages "No FormatTimeString() translation found for '-' string!" that seems to be fixed in future 2.2.3 ) seems to work properly. Regards, Miguel Angel > Hi again, > > Alexander Scholler schrieb: > >/ Hi Miguel, > />/ > />/ Miguel Angel Bayona Pérez schrieb: > />>/ Yes, the problem is when installing packages in an OTRS installation > />>/ with custom themes. > />>/ > />>/ As you know, when installing a package, several files are copied in > />>/ the system. Some of them are copied in directory: > />>/ > />>/ //Kernel/Output/HTML/Standard/// > />>/ > />>/ which corresponds to the "Standard" theme. When some one creates a > />>/ custom theme, the system creates an extra folder: > />>/ > />>/ ////Kernel/Output/HTML/<My-Theme>/ > />>/ > />>/ and uses its contents instead the ones of "Standard". The problem is > />>/ that when installing a package, OTRS installs (as indicated in the > />>/ corresponding *.opm////) files in the > />>/ ////Kernel/Output/HTML/Standard///// > />>/ > />>/ folder and it does not install them under <My-Theme> and, therefore, > />>/ the new installed packages do not work with custom themes. > />>/ > />>/ I hope it is now clearer. > />>/ > />>/ Regards, > />>/ > />>/ Miguel Angel > />/ I can't see a problem (although I didn't verify your description). > />/ I use a customer theme like this: > />/ I only stored the DTLs which differ from Standard under > />/ /Kernel/Output/HTML/my-theme. > />/ If my-theme is used, OTRS looks for the DTL under my-theme, and if > />/ this DTL is missing, the DTL under Standard is used (try it out!). > />/ So, if you install an additional package which puts its DTL within the > />/ Standard-theme, these DTLs should also be available for my-theme. > /Perhaps now I see. > Could it be that the ITSM-packages does not only _add_ DTLs, but also > _overwrites_ DTLs from Standard-theme. Then the reason for your problem > is clear. > My above description is helpful for you to get into less problems. > For those DTLs which were overwritten by the package and differ from > Standard within your theme, you have to take the new DTL, add you > modifications and put this into my-theme. > >/ > />/ Let me know what you found out. > />/ > />/ Bye, Alex > /Bye, Alex

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changing default Next State in Customer interface
by Keith G Holub 07 Sep '07

07 Sep '07

hello, does anyone know how to chan ge the default Next State ing the customer interface from "closed Successful" to 'open" thanks, Keith -- Keith Holub NOAA/OAR/ESRL Boulder NOC work: 303 497 6774 keith.g.holub(a)noaa.gov cell: 720 308 3379

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BUG: packages and themes not working
by Miguel Angel Bayona Pérez 07 Sep '07

07 Sep '07

Yes, the problem is when installing packages in an OTRS installation with custom themes. As you know, when installing a package, several files are copied in the system. Some of them are copied in directory: //Kernel/Output/HTML/Standard/// which corresponds to the "Standard" theme. When some one creates a custom theme, the system creates an extra folder: ////Kernel/Output/HTML/<My-Theme>/ and uses its contents instead the ones of "Standard". The problem is that when installing a package, OTRS installs (as indicated in the corresponding *.opm////) files in the ////Kernel/Output/HTML/Standard///// folder and it does not install them under <My-Theme> and, therefore, the new installed packages do not work with custom themes. I hope it is now clearer. Regards, Miguel Angel >/ /Hi Miguel, >/ / >/ /I can't follow you. >/ /Miguel Angel Bayona Pérez schrieb: >>/ Hi there, />>/ />>/ after migrating to 2.2 and the creation of a new theme i´ve started to />>/ receive strange or unrelated errors (some of them reported here by />>/ me). At the beginning I thought it was due to inmaturity of ITSM />>/ modules. After looking ate the code, it turns out that the problem is />>/ WITH ALL MODULES and is due /> What do you mean with module installation? Are you talking about > ITSM-packages? >>/ that during the module installation they ONLY update the "Standard" >>// theme (i.e. Kernel/Output/HTML/Standard/*). If you are using only this />>/ theme, then it is not a problem. However, if you have created your own />>/ theme, it is not updated and the new module features do not work. />>/ />>/ SOLUTION: modify the installation procedure of the modules to update />>/ ALL the themes and not only the "Standard" />>/ />>/ WORKAROUND: it yoy use your own theme, befor installing a new module, />>/ change to "Standard", install the module and manually copy the new />>/ files in "Kernel/Output/HTML/Standard" to your />>/ "Kernel/Output/HTML/<My_Theme>" directory, and then, change again to />>/ your theme. />I use a self-made theme and have no problems in v2.2.2 (without ITSM). >>/ />>/ Regards, />>/ >>// Miguel Angel /> > Bye, Alex -- --------------------------- Miguel Angel Bayona Pérez OPT Sistemas Avda. de los Prunos 11 28042 Madrid T. +34 913 717 710 M. +34 639 197 571 mabayona(a)optsistemas.com http://www.optsistemas.com ---------------------------

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Software error
by Mark de Bruijn 06 Sep '07

06 Sep '07

Hello, When i try to send mail I get the following error: Software error: $/ as given is currently unsupported at D:/OTRS/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 140 Does anyone know what it means? I have searched a bit but got no results in relation to OTRS. Regards, Mark de Bruijn

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Oracle 10
by Alan Creed 06 Sep '07

06 Sep '07

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BUG: modules and themes not working
by Miguel Angel Bayona Pérez 06 Sep '07

06 Sep '07

Hi there, after migrating to 2.2 and the creation of a new theme i´ve started to receive strange or unrelated errors (some of them reported here by me). At the beginning I thought it was due to inmaturity of ITSM modules. After looking ate the code, it turns out that the problem is WITH ALL MODULES and is due that during the module installation they ONLY update the "Standard" theme (i.e. Kernel/Output/HTML/Standard/*). If you are using only this theme, then it is not a problem. However, if you have created your own theme, it is not updated and the new module features do not work. SOLUTION: modify the installation procedure of the modules to update ALL the themes and not only the "Standard" WORKAROUND: it yoy use your own theme, befor installing a new module, change to "Standard", install the module and manually copy the new files in "Kernel/Output/HTML/Standard" to your "Kernel/Output/HTML/<My_Theme>" directory, and then, change again to your theme. Regards, Miguel Angel -- --------------------------- Miguel Angel Bayona Pérez OPT Sistemas Avda. de los Prunos 11 28042 Madrid T. +34 913 717 710 M. +34 639 197 571 mabayona(a)optsistemas.com http://www.optsistemas.com ---------------------------

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BUG: modules and themes not working
by Miguel Angel Bayona Pérez 06 Sep '07

06 Sep '07

Hi there, after migrating to 2.2 and the creation of a new theme i´ve started to receive strange or unrelated errors (some of them reported here by me). At the beginning I thought it was due to inmaturity of ITSM modules. After looking ate the code, it turns out that the problem is WITH ALL MODULES and is due that during the module installation they ONLY update the "Standard" theme (i.e. Kernel/Output/HTML/Standard/*). If you are using only this theme, then it is not a problem. However, if you have created your own theme, it is not updated and the new module features do not work. SOLUTION: modify the installation procedure of the modules to update ALL the themes and not only the "Standard" WORKAROUND: it yoy use your own theme, befor installing a new module, change to "Standard", install the module and manually copy the new files in "Kernel/Output/HTML/Standard" to your "Kernel/Output/HTML/<My_Theme>" directory, and then, change again to your theme. Regards, Miguel Angel -- --------------------------- Miguel Angel Bayona Pérez OPT Sistemas Avda. de los Prunos 11 28042 Madrid T. +34 913 717 710 M. +34 639 197 571 mabayona(a)optsistemas.com http://www.optsistemas.com ---------------------------

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Migrating services to v2.2
by Alexander Scholler 06 Sep '07

06 Sep '07

Hi, I want to migrate to v2.2. Previously, the affected IT-service was stored in * TicketFreeKey10=Service * TicketFreeText10= e.g. Mail or FS or ... Now I want to move these Services from TicketFreeText10 to the new Service-propery of v2.2 Therefore, I generated... (((a))) a new generic-agent-file&job package Kernel::Config::GenericAgentServiceInit; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.9 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # -- # [name of job] -> send escalation notifications # -- ##_ 'ServiceInit' => { TicketNumber => '2007*', # only tickets generated in 2007 TicketFreeKey10 => '*Service*', # new ticket properties New => { Module => 'Kernel::System::GenericAgent::ServiceInit', }, }, ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; (((b))) a new generic-agent-module package Kernel::System::GenericAgent::ServiceInit; use strict; use vars qw(@ISA $VERSION); $VERSION = '$Revision: 1.2 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -- sub new { my $Type = shift; my %Param = @_; # allocate new hash for object my $Self = {}; bless ($Self, $Type); # check needed objects foreach (qw(DBObject ConfigObject LogObject TicketObject TimeObject)) { $Self->{$_} = $Param{$_} || die "Got no $_!"; } # 0=off; 1=on; $Self->{Debug} = $Param{Debug} || 0; return $Self; } # -- sub Run { my $Self = shift; my %Param = @_; # get ticket data my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Param{"TicketID"}, UserID => 1); return 1 if ($Ticket{"TicketFreeKey10"} !~ 'Service'); my $t = $Ticket{"TicketFreeText10"}; my $s; $s = 'Mail' if ($t =~ 'Mail'); $s = 'FS' if ($t eq 'FS'); $s = 'PC' if ($t eq 'PC'); # ... $Self->{TicketObject}->TicketServiceSet( Service => $s, TicketID => $Ticket{"TicketID"}, #CustomerUserID => $Ticket{"CustomerUserID"}, UserID => 1, ) if ($s); return 1; } # -- 1; ======= If I execute bin/GenericAgent.pl -c Kernel::Config::GenericAgentServiceInit I get (here I parsed only the output for 1 ticket) - Use module (Kernel::System::GenericAgent::ServiceInit) for Ticket (200610208 6000085/2310). ERROR: OTRS-GenericAgent-80 Perl: 5.8.6 OS: linux Time: Wed Sep 5 15:07:16 2007 Message: Need ServiceID or Name! Traceback (17914): Module: Kernel::System::Service::ServiceLookup (v1.16) Line: 240 Module: Kernel::System::Ticket::TicketServiceSet (v1.269) Line: 1649 Module: Kernel::System::GenericAgent::ServiceInit::Run (v1.2) Line: 57 Module: Kernel::System::GenericAgent::_JobRunTicket (v1.29 ) Line: 636 Module: Kernel::System::GenericAgent::JobRun (v1.29 ) Line: 383 Module: /opt/otrst/bin/GenericAgent.pl (v1.41) Line: 199 ERROR: OTRS-GenericAgent-80 Perl: 5.8.6 OS: linux Time: Wed Sep 5 15:07:16 2007 Message: Need ServiceID! Traceback (17914): Module: Kernel::System::Ticket::TicketServiceSet (v1.269) Line: 1655 Module: Kernel::System::GenericAgent::ServiceInit::Run (v1.2) Line: 57 Module: Kernel::System::GenericAgent::_JobRunTicket (v1.29 ) Line: 636 Module: Kernel::System::GenericAgent::JobRun (v1.29 ) Line: 383 Module: /opt/otrst/bin/GenericAgent.pl (v1.41) Line: 199 Why? If I use ServiceID instead of Service, CustomerUserID is displayed to be missing. If I also add this, HistroyTypeID is missing, ... Why? Bye, Alex

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customer database (Andrew Meyer)
by Andrew Meyer 05 Sep '07

05 Sep '07

I am using this on Debian Etch, and the package that was installed already has all this in the config file. I can upload them here. I just want to make sure nothing has gone wrong. I have changed the name of the company and the company email. This is the /etc/otrs/Kernel/Config.pm http://pastebin.ca/682276 This is the /usr/share/otrs/Kernel/Config/Defaults.pm http://pastebin.ca/682284 Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868 -----Original Message----- Message: 5 Date: Wed, 05 Sep 2007 11:22:56 +0200 From: Laurent Minost <lminost(a)denyall.com> Subject: Re: [otrs] customer database To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1188984176.15125.45.camel@cygnus> Content-Type: text/plain; charset="iso-8859-15" Hi Andrew, OTRS main config file is Config.pm, depending of your installation this file may be located in /etc/otrs/Kernel or /opt/otrs/Kernel ... You also have another file named Defaults.pm that contains a lot of default configuration parameters, this will be your starting point to configure customer database (internal or external). Search parameter beginning with : # (customer user database backend and settings) $Self->{CustomerUser} = { ... } and copy/paste the entire block to Config.pm, then configure it You will find needed informations on the OTRS documentation : http://doc.otrs.org/2.2/en/html/x1572.html Best regards, Laurent MINOST Le mardi 04 septembre 2007 à 17:38 +0200, Andrew Meyer a écrit : > I am trying to put together the customer database. I am unsure where > to put the database config, which file? The Config.pm > in /etc/otrs/Kernel/Config dir? > > > > Andrew Meyer > > Unix Systems Analyst > > Precision Practice Management > > 1300 Hampton Ave., Ste 200 > > 314-787-0681 x39 > > 314-565-0868 > >

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