January 2008 - otrs - OTRS mailing lists

Tickets reopen automatically
by Mladen Acinger 24 Jan '08

24 Jan '08

Hi OTRS community, 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. 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. Hope someone can help. TIA. Kind regards, Mladen Acinger Head of IT Services E: acinger(a)iss.nl T: +31 (0)70 4260407 Institute of Social Studies P.O. Box 29776 2502 LT The Hague The Netherlands Please refer to: http://www.iss.nl/content/view/full/2873 for ISS’ email disclaimer.

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Broken pipe with PostMaster::PreFilterModule CMD
by Cronfy 24 Jan '08

24 Jan '08

Hello, I am trying to use OTRS filtering features, that allows to use custom external script for filtering. I am talking about Ticket -> Core::PostMaster -> PostMaster::PreFilterModule###4-CMD: configuration option. But it looks like that PostMasterPOP3.pl script dies with "Broken pipe" error when filter meets message larger than 65535 characters: $ /usr/local/otrs/bin/PostMasterPOP3.pl Message 1/54 (inside_153(a)pop.peterhost.ru) Broken pipe And it is not script problem - I tried to substitute a dummy script, that just logs time of execution and exits, and there was "Broken pipe" still. To have a quick workaround, I patched Kernel/System/PostMaster/Filter/CMD.pm to check current message size and skip filter if it is larger than 64k: --- CMD.pm.orig Thu Jan 17 18:04:58 2008 +++ CMD.pm Thu Jan 17 17:44:58 2008 @@ -57,7 +57,8 @@ } # execute prog my $TmpFile = $Self->{ConfigObject}->Get('TempDir')."/PostMaster.Filter.CMD.$$"; - if (open(PROG, "|$Config{CMD} > $TmpFile")) { + my $PlainEmail = $Self->{ParseObject}->GetPlainEmail(); + if ((length($PlainEmail) <= 65536) and open(PROG, "|$Config{CMD} > $TmpFile")) { print PROG $PlainEmail; close (PROG); } Test perl script that uses pipes works fine on my system: $ cat pipetest.pl #!/usr/bin/perl -w my $PlainEmail = "T"x10000000; open(PROG, "|/usr/home/otrs/bin/if-letter-is-spam-adv.awk > /tmp/cronfy"); print PROG $PlainEmail; close (PROG); So this is some OTRS-related problem. Did anyone meet this? Any ideas? Thanks in advance. -- Cronfy.

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Problem with otrs postmaster filter
by Guyard Marc 24 Jan '08

24 Jan '08

HI, I test a implementation of otrs in my services. I want to test the OTRS Postmaster filter. For exemple, i want to add a rules who add the X-OTRS-ArticleType and set to email-internal when the email come from a internal email I've configured the postmaster filter like that : ************************** Filter Name : Filtre interne Match Header 1 => From Value => EMAILADDRESS:test@orange-ftgroup.com Set Hearder 1 => X-OTRS-ArticleType Value => email-internal *************************** In my otrs log i can see this when i send a email who match the postmaster filter rule : *************************** [Thu Jan 24 11:19:03 2008][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'Filtre interne' Set param 'X-OTRS-ArticleType' to 'email-internal' (Message-ID: <ED811B7971C0A74F9FF8BC0C2274F904ED09F1(a)dpasmail.diwan.fr>) *************************** I think this match when i see that :-( But in my admin interface, when i look this case, the email is a email-external. When i look the email via the admin interface in plain text, i don't see a X-OTRS-* header. Can you help me please ? Thanks by advance Regards, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com <mailto:m.guyard@orange-ftgroup.com> OBIANE 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com <http://www.orange-business.com/>

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Invalid email syntax
by Cronfy 24 Jan '08

24 Jan '08

Hello, OTRS does not want to send email to address where local part starts with underscore, i.e. '_cronfy(a)mail.ru' - there is invalid syntax it says. The address is valid. Is this a bug or a feature? How can I make OTRS pass such email addresses? Thanks in advance. -- Cronfy.

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Default state for answer templates
by Alexander Izmaylov 24 Jan '08

24 Jan '08

Hi, I'm relatively new to the OTRS system. Recently I have come up with a few problems I couldn't solve, neither with the help of OTRS manuals, nor the OTRS FAQ. 1. Every time you close a ticket using the "Close" button it requires you to enter an internal note (e.g. the reason or the conclusion of the ticket closure) The system then sends an auto-notification (namely "ticket state change") to the client. Question: is there any way to include this internal note in the body of this auto-reply? So the client would also know why the ticket went to that state. 2. I'm making up template answers for different queues. Every time you open such an answer you can also change the next state of the ticket after this answer is sent. Is there a way to limit the list of possible states for each different template? Or at least specify the default next state for each template? Thanks in advance. -- С уважением, Ружицкий Валерий Технический отдел Trilan.ru тел.:(925)589-0496,(495)589-0496 mailto: izmaylov(a)trilan.ru

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Customer Ticket Print
by Ryan Meyer 23 Jan '08

23 Jan '08

Is customerticketprint.dtl ignored when parsing output for the print ticket? If so, where does the output come from? When a customer hits the Print link on the Ticket Zoom page, and the customer.pl?Action=CustomerTicketPrint page comes up, it doesn't read my custom output layout from Output/HTML/Standard/CustomerTicketPrint.dtl. Yet my printheader and printfooter output layouts (from the same directory) are processed. Jeff

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RE: [otrs] Restrictive Permissions
by Lars Jørgensen 23 Jan '08

23 Jan '08

> Well, I have the same problem. I read the thread completely > and I don't understand, because that I would like know how you > solved it, please. I misunderstood how OTRS is supposed to work. We have seven helpdesk workers and I had made seven queues, one for each of them. That was wrong. Now they all work in the same queue. If I want to assign a ticket to an agent, I change ownership to that agent (or the agent will "lock" the ticket). I have changed our translation so "lock" and "unlock" now are called "take" and "release" because that makes more sense to us. To control permissions I put all the agents in the group "users" and created a new group called "supervisors". The way I am controlling who can do what is with a couple of ACL's (Access Control Lists) in Kernel/Config.pm: # ACL: Strip permissions from everybody $Self->{TicketAcl}->{'ACL-1'} = { # match properties Properties => { # See, this is empty. Everybody matches. }, # return possible options Possible => { Action => { AgentTicketMove => 0, AgentTicketOwner => 0, AgentTicketPriority => 0, AgentTicketFreeText => 0, AgentTicketBounce => 0, AgentTicketForward => 0, }, Ticket => { # We're not using this yet but I left it in for a rainy day where I might need it #Queue => ['Hotline', 'Koordination'], #State => => ['some state'], #Priority => ['3 normal', '4 high'], }, }, }; # ACL: supervisors can do everything. $Self->{TicketAcl}->{'ACL-2'} = { # match properties Properties => { User => { Group_rw => ['supervisor'], }, }, # return possible options Possible => { Action => { # See, this is empty = all possible actions. }, }, }; I hope that helps. Please feel free to ask for clarification on any point above. -- Lars

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OTRS Ticket Will Not Stay Closed
by Buice, David R 23 Jan '08

23 Jan '08

Hello, I have two OTRS tickets that I took ownership from an exasperated customer. When you close the tickets, the OTRS system seems to automatically re-open them within seconds. Any suggestions on how to keep this tickets closed for good would be greatly appreciated. Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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Error creating new customer account
by Ceri 23 Jan '08

23 Jan '08

Hi, I am trying out OTRS to see if it fits our needs for a helpdesk system. However I am running into a problem when I try to create a new customer account via customer.pl. When I hit create I get the following error: Software error: IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925 It looks like the user account has been created because If I go back and try again it tells me that the account already exists. I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4) perl -v shows Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 14 18:55:47 edt 2004 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Locally applied patches: MAINT18379 Built under linux Compiled at Oct 5 2004 13:02:53 @INC: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 The output from otrs.checkModules shows CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... not installed! (for PDF output - not required) So i dont think that I am missing anything there. perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw bin/cgi-bin/installer.pl all show syntax OK Could anyone point me in the right direction. Cheers Ceri -- Ceri Townsend Systems Administrator cerit(a)teleord.co.uk

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Re: The system don't get email from pop3 accounts
by Antonio Sarmiento 23 Jan '08

23 Jan '08

Hi, Thanks Shawn and Lars by your response. I installed OTRS with yast but it gave me some problems when I did With Shawn's tips the problem was solved and it's working fine now. Thanks again Antonio

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