October 2008 - otrs - OTRS mailing lists

Install with debian 4
by otrs 20 Oct '08

20 Oct '08

Hi everybody, I am new to this mailing list, I have planned to use otrs for the support of an online free game which is called stellarium (http://www.stellarium.ch) This game is in French. I am installed otrs v 2.0.4 on a Debian 4 etch (stable) that's the default package provided by this distro. My stack is composed by Apache 2.2.x, mod_perl 2.0.2, mysql 5.0.x, exim 4 (only to forward mails). The 2.0 manual of otrs give a link about how to install and configure on Debian (http://www.writely.com/View.aspx?docid=drm3kmx_0cbr3x9) but google doc told me that's I haven't enough rights to see it. So, I manage to install by myself using the Debian packages, CPAN and the manual. The only thing I have to change is adding a use lib '/usr/lib/perl5/DBI/ProfileDumper'; in apache2-perl-startup.pl to be able to enable Apache::DBI which should increase performance as advised in README.webserver. Everything look fine now, it's work, but compared to the 2.2.3 install of the demo.otrs.org system it's really slow when I try to send an answer to the user. Sometime I could wait up to 10 secondes to display the answer and 10 also to send the mail. It's strange because I am alone on this server and there is no other users. Also, the rest of the system respond really quickly. In this case, what would you try ? 1) Upgrade to the most current version using tarball 2) Something is wrong in the perl dependencies, try to upgrade it 3) Something is wrong in my stack and I should check it 4) Anything else So if anyone have an advice about this it's really welcome :) Thanks in advance Jean Martin otrs(a)stellarium.ch

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webmail module attachments not working
by Peter Ploskov 16 Oct '08

16 Oct '08

Hi all, does anybody use WebMail module in OTRS 2.3.3? I can't get the attachments working. I tried with different attachments (size and type) but with no luck. The email is delivered but without the attached file. Any ideas how to debug this prblem? Thanks in advance

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Compose email on ticket note
by Theunis De Klerk 16 Oct '08

16 Oct '08

Hi, Could anyone tell me why the "Compose email" link is not available when viewing notes on a ticket? _____ Theunis De Klerk Cell : +27 83 788 7261 Email : <mailto:theunis@pier29.co.za> theunis(a)pier29.co.za Web : <http://www.pier29.co.za/> www.pier29.co.za _____

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timeaccounting - page locked at login
by Marco Vannini 16 Oct '08

16 Oct '08

Hi all, I was playing just for doing some test with timeaccounting package, after that, I have created some action and associated to an account (mine, the lonely admin). Now I'm locked to a page named OTRS::TimeAccounting::Edit with a list of missed data in dates (an entire page of that). Also closing browser and login again this is the only page that I'm addressed to, there aren't any menu too... Does anyone has any idea on what I can do to go out from there ? Thank you in advance. -- Marco Vannini msn: marco69v(a)hotmail.com

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otrs mail error?
by Arthur Stephens 15 Oct '08

15 Oct '08

I have discovered that there are times that emails are not sent out to participants when I make schedules in the calender. I also noticed recently a cron message that I never really paid attention to but appears to happen when one of those emails do not go out. Subject: Cron <root@elmer> /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null no decoder for plain at /opt/otrs/Kernel/cpan-lib/MIME/Parser.pm line 821 -- Arthur Stephens Senior Sales Technician Ptera Wireless Internet Service PO Box 135 Liberty Lake, WA 99019 509-927-7837 http://www.ptera.net ******************************************************************** "This message may contain confidential and/or propriety information, and is intended for the person/entity to whom it was originally addressed. Any use by others is strictly prohibited."

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mod_perl problem
by Maurice James Ny 15 Oct '08

15 Oct '08

I'm having a problem with mod_perl. Whenever I activate it on my web server OTRS starts serving up blank pages for OTRS. This behavior is not persistent, but it happens every 5th or 6th request. Has anyone seen this before?

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Migration from mysql to Oracle, attachments encoding issues
by bass000 15 Oct '08

15 Oct '08

Hi all, I try to migrate our OTRS database from mysql to Oracle. We are using OTRS 2.3.1, the migration process is done with the scripts generated by sqldevelopper, the processes are: 1) mysqldump --> dumps data to text file 2) create schema in oracle using the otrs-schema.oracle.sql 3) sqlldr (sql loader) to import data from the text file 4) Recreate sequences All seems fine, but I have a problem with attachments: Example on an HTML attachment: Source : mysql> select * from article_attachment WHERE article_id = 4633 AND id=2508; | 2508 | 4633 | file-2 | 28057 | text/html; charset=\"windows-1258\" |<html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com:office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:schemas-microsoft-com:office:smarttags\" xmlns=\"http://www.w3.org/TR/REC-html40\<http://www.w3.org/TR/REC-html40%5C> "> Target seems well imported: ADMGNDEV> select * from article_attachment WHERE article_id = 4633 AND id=2508; 2508 4633 file-2 28057 text/html; charset=\"windows-1258\" <html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com 01/10/08 17:03:03 1 01/10/08 17:03:03 1 :office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:s chemas But the attachment is not readable, and if i try to add the same attachment via OTRS (migrated to Oracle) I have this : ADMGNDEV> select * from article_attachment WHERE article_id = 100050; 100058 100050 file-2.html 28057 application/octet-stream PGh0bWwgeG1sbnM6dj0idXJuOnNjaGVtYXMtbWljcm9zb2Z0LWNvbTp2bWwiIHhtbG5zOm89InVy 15/10/08 10:47:07 2 15/10/08 10:47:07 2 bjpzY2hlbWFzLW1pY3Jvc29mdC1jb206b2ZmaWNlOm9mZmljZSIgeG1sbnM6dz0idXJuOnNjaGVt YXMtbWljcm9zb2Z0LWNvbTpvZmZpY2U6d29yZCIgeG1sbnM6c3QxPSJ1cm46c2NoZW1hcy1taWNy Do you have any idea, why under Oracle, OTRS encodes all attachments using \"application/octet-stream\", and do you know anyway to convert text (text/html; charset=\"windows-1258\") to octet (\"application/octet-stream\")? Hope this clear, don\'t hesitate to ask details. Thank for your answer. Regards, Bastien. -- Bastien Leblanc email: bastien(a)tribuleblanc.com Site : http://bastien.tribuleblanc.com Enfants: http://www.travisjudith.info

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Improve Calendar Performance?
by Nick Bright 15 Oct '08

15 Oct '08

I'm using OTRS on a CentOS 5 server, with mod_perl enabled. Overall OTRS got MUCH faster when I enabled the mod_perl configuration, but the calendar is still excruciatingly slow. That is to say, when you click on the "Calendar" icon it takes three to five minutes to pull up any given view of the Calendar. Is there any way to improve the performance of this application? -- --- - Nick Bright Network Administrator Valnet, LLC Tel 888-332-1616 x 315 Fax 620-332-1201

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Subject wrapping problem OTRS 2.2.8
by Patric 15 Oct '08

15 Oct '08

Hi all, I have recently upgraded to OTRS 2.2.8 and have noticed that the subject field gets wrapped at 75 characters. One of my mail clients cannot handle the newline and drops the rest of the subject. Using Thunderbird I am able to see the entire subject, and if i view the message source, I see that the message wraps at the closest space in words around character 75. I have tested this by creating a ticket with subject "1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8 9 0 ..." and confirmed that the subject wraps at 75 characters. Is this a config setting that can be changed, or is it hard coded? I cannot find anything specific to the subject. Any help much appreciated. Patric

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Migration from mysql to Oracle
by Bastien Leblanc 15 Oct '08

15 Oct '08

Hi all, I try to migrate our OTRS database from mysql to Oracle. We are using OTRS 2.3.1, the migration process is done with the scripts generated by sqldevelopper, the processes are: 1) mysqldump --> dumps data to text file 2) create schema in oracle using the otrs-schema.oracle.sql 3) sqlldr (sql loader) to import data from the text file 4) Recreate sequences All seems fine, but I have a problem with attachments: Example on an HTML attachment: Source : mysql> select * from article_attachment WHERE article_id = 4633 AND id=2508; | 2508 | 4633 | file-2 | 28057 | text/html; charset=\"windows-1258\" |<html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com:office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:schemas-microsoft-com:office:smarttags\" xmlns=\"http://www.w3.org/TR/REC-html40\"> Target seems well imported: ADMGNDEV> select * from article_attachment WHERE article_id = 4633 AND id=2508; 2508 4633 file-2 28057 text/html; charset=\"windows-1258\" <html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com 01/10/08 17:03:03 1 01/10/08 17:03:03 1 :office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:s chemas But the attachment is not readable, and if i try to add the same attachment via OTRS (migrated to Oracle) I have this : ADMGNDEV> select * from article_attachment WHERE article_id = 100050; 100058 100050 file-2.html 28057 application/octet-stream PGh0bWwgeG1sbnM6dj0idXJuOnNjaGVtYXMtbWljcm9zb2Z0LWNvbTp2bWwiIHhtbG5zOm89InVy 15/10/08 10:47:07 2 15/10/08 10:47:07 2 bjpzY2hlbWFzLW1pY3Jvc29mdC1jb206b2ZmaWNlOm9mZmljZSIgeG1sbnM6dz0idXJuOnNjaGVt YXMtbWljcm9zb2Z0LWNvbTpvZmZpY2U6d29yZCIgeG1sbnM6c3QxPSJ1cm46c2NoZW1hcy1taWNy Do you have any idea, why under Oracle, OTRS encodes all attachments using \"application/octet-stream\", and do you know anyway to convert text (text/html; charset=\"windows-1258\") to octet (\"application/octet-stream\")? Hope this clear, don\'t hesitate to ask details. Thank for your answer. Regards, Bastien.

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