January 2008 - otrs - OTRS mailing lists

Clarification on LDAP authentication.
by Nielson, Adam 25 Jan '08

25 Jan '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? Thank you, Adam Nielson

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Search Problem
by vimal pillai 25 Jan '08

25 Jan '08

Note: Forwarded message attached -- Original Message -- From: "vimal pillai" <vimal.p(a)rediffmail.com> To: otrs(a)otrs.org Cc: "ITLJ" <ITLJ(a)gyldendal.dk>

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(no subject)
by vimal pillai 25 Jan '08

25 Jan '08

Hi, While searching with the ticketfreetext, unlike other fields i need to give the whole text for getting the search result.For eg i have a ticketfreetext field "problem description" in my search page. I actually have a ticket with value "Virus alert" for problem description(ticketfreetext).if i want to search for that ticket ,i need to give the whole "virus alert" in problem description field in search page. Then only i will get the search result. If i give "virus" or "alert" search wont work.But the partial search is working for all other fields other than ticketfreetexts.For me partial search should also work well with ticketfreetext search.Can anyone guide me to the solution. Advance thanks for help Regards Vimal

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Customer Ticket Generation
by Andrew Meyer 24 Jan '08

24 Jan '08

Hi, For some reason OTRS 2.0.4 will not email the ticket number back out to the customer. I'm not sure why this has stopped. Could someone please help? Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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Problem with right access to queues and subqueues
by Antonio Sarmiento 24 Jan '08

24 Jan '08

Hi, I report problems with this some days ago when I was trying win32 version. Now with the suse version I'm having problem when I give the rights to move or create to queues wich are sub queue. If I don't assign the same rights to top level of the sub queues and only when I did that the frontend allowed to move or create in the three queues. I don't know if this is a bug or I'm doing something wrong Please see the attachment for an example Thanks in advance Antonio

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Table 'article_plain' is Full Database Error
by Graham Strang 24 Jan '08

24 Jan '08

Hi Everyone, I have a strange database error. Last night I filled my partition with the Database on it and started getting an error from the Cron job. So I cleaned up my partition a bit, checked a manual insert on the table, and everything worked great, however I still get the error: DBD::mysql::db do failed: The table 'article_plain' is full at /home/otrs/Kernel/System/DB.pm line 380. ERROR: OTRS-PM3-10 Perl: 5.8.4 OS: linux Time: Tue Jan 22 16:50:02 2008 Message: The table 'article_plain' is full, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (31041, ?, current_timestamp, 1, current_timestamp, 1)' Traceback (11718): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.36) Line: 208 Module: Kernel::System::PostMaster::NewTicket::Run (v1.57) Line: 268 Module: Kernel::System::PostMaster::Run (v1.60) Line: 246 Module: main::FetchMail (v1.23) Line: 207 Module: /home/otrs//bin/PostMasterPOP3.pl (v1.23) Line: 126 Or if I try and send a message: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Wed Jan 23 10:07:30 2008 Message: The table 'article_plain' is full, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (31125, ?, current_timestamp, 2, current_timestamp, 2)' Traceback (24485): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.36) Line: 208 Module: Kernel::System::Ticket::Article::ArticleSend (v1.128) Line: 1564 Module: Kernel::Modules::AgentTicketCompose::Run (v1.21) Line: 353 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: /home/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 However, the message does go to the recipient AND it gets logged into the ticket and I can follow the history. Anyone got any ideas? Graham Strang d 403-450-3629 c 403-978-6706 -------------------------------------------------- Ice Edge Business Solutions 7303 - 30th Street SE, Calgary, AB T2C 1N6 t 800.605.6707 f 403.723.6644 www.ice-edge.com

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Mail Delivery report: ?
by Antonio Sarmiento 24 Jan '08

24 Jan '08

Hi. Is possible enable mail delivery & open report. I'm using smtp and the final user usually sends his mail with this flags to better control. Thanks Antonio

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Can't create PID PostMasterPOP3, because it's already running
by Alexander Izmaylov 24 Jan '08

24 Jan '08

Hi, I get this message every now and then in the System log. "Can't create PID PostMasterPOP3, because it's already running (*****.***.**/25099)" The 25009 is there for an example. I always get different numbers there. I don't know what causes it, but with some experiments I found out that when this thing happens, the OTRS system cannot send any e-mail notifications. Is there any way to prevent fix this?

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Re: [otrs] Tickets reopen automatically
by Mladen Acinger 24 Jan '08

24 Jan '08

Dear Nils (and others), It does not happen automatically, the tickt was closed few hours before, during the daytime. At 10 minutes past midnight OTRS admin reopened them. The two log-rows are both related to OTRS admin action. We can't disable SLA's, we are not using them yet, but are in the proccess of configuring them and will use them very soon. Kind regards, Mladen Acinger > ***** > >Date: Thu, 24 Jan 2008 12:58:40 +0100 >From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> >Subject: Re: [otrs] Tickets reopen automatically >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Message-ID: <929BFBE3-1405-445A-8F43-B18578B3423A(a)lemonbit.nl> >Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes > >Mladen Acinger wrote: > >> Since a few days many of our tickets are automatically being >> reopened by OTRS admin. In the history of the ticket I see this: >> >> StateUpdate - Old: "closed successful" New: "open" - root@localhost >> (Admin OTRS) - 01/23/2008 00:10:34 >> Misc - Reset of escalation update time. - root@localhost (Admin >> OTRS) - 01/23/2008 00:10:34 >> >> It happens always at the same time, so it must be a CRON job. > >If it happens immediately, then I'd say it's not a cron job. > >> But which setting is responsible for that? Not all tickets, only few >> are being reopened. >> We are running OTRS 2.2.4. Recently we have activated the SLA and >> Service module, but are still not using these fields. > >If you're not using it, I'd just disable that module and see if the >helps. > >Nils Breunese. > >------------------------------ Please refer to: http://www.iss.nl/content/view/full/2873 for ISS’ email disclaimer.

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replacing from address when composing an answer
by Niels Haagsma 24 Jan '08

24 Jan '08

Hello, I would like to know how to replace the "from address" when composing an answer. It uses the system mail address assigned to a queue, I would like to use the original to address. Thanks.

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