December 2008 - otrs - OTRS mailing lists

Otrs ispell/aspell on Windows
by Horacio Hoyos 08 Dec '08

08 Dec '08

Hello, I am relatively new to OTRS and perl. I have been configuring a OTRS installation on a Windows 2003 Server, doing some tests and understanding how it all works together. My latest tests are about ispell/aspell and spellcheking option. I have changed Confing.pm to add Aspell Support: $Self->{SpellCheckerBin} = 'C:/Archivos de programa/Aspell/bin/aspell.exe'; $Self->{SpellCheckerDictDefault} = 'es'; $Self->{PreferencesGroups}->{SpellDict} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Data => { #dict => frontend (aspell) 'en' => 'Ingles', 'es' => 'Español', }, PrefKey => 'UserSpellDict', Prio => 5000, Activ => 1, }; But when I open a message for composing and click on the Spell Checker the spell checking window opens but the text is not checked. I did some tests on the Spelling.pm file and tracked down the malfunction to (line 167): ... if (open (SPELL, "$Self->{SpellChecker} < $TmpFile |")) { my $Output = ''; my %Data = (); my $Lines = 1; my $CurrentLine = 0; $Self->{LogObject}->Log( Priority => 'notice', Message => "SPELL $Self->{SpellChecker}", ); while (my $Line = <SPELL>) { *<----- THIS LINE!!!! ... The condition in the while never returns true. I have made some tests and verified the TmpFile is filled, so it seems it has to do something with the piping on line 157 in the open statement. I am not a perl expert so I dont know what can be wrong. Any ideas? Horacio Hoyos Rodriguez Engineering Division Balum Telecomunicaciones www.balum.com.co

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Question about Ticketnotification
by Glaab, Achim 08 Dec '08

08 Dec '08

Hi, is there a possibility to config the following feature? Out Users are getting informed about the status of their tickets, they put into OTRS. Is there a possibility to add an input item to the customer ticket form, so that the customer can add an emailaddress, which is also informed about any status changes of the ticket? Regards achim

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Is there any notifications when I create user?
by JOHNSON CHUANG (ULI-HK) 08 Dec '08

08 Dec '08

Is there any email notifications when I create new user? For example: If I create user A, his email address is usera(a)abc.com, this email will contain the user information include user name, password and etc. Is there any clue to do that? Thanks! Johnson Chuang

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Field Services appears empty in the Phone Ticket form
by Le machito 05 Dec '08

05 Dec '08

Ok, I found the solution, I only have to go to Admin/ Customer Users<->Services and choose the Customer and click in each Service. Now, the problem is how to give access to every user to all the services without click 10000 of times?Raoul

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Fila Manager
by Marijan Lesko (MLK) 05 Dec '08

05 Dec '08

Have a question, maybe someone knows the answer. I use OTRS 2.3.2 on win32 platform (Win 2K3 SRV STD). In File Manager I would like to know where to create that shared folder, or better yet, where in the win32 directory structure is /home folder ?????: Message: FileManager Root directory doesn't exist: /home/otrs-share/, please check your config setting! Marijan Lesko -- Votre meilleur compliment à MontréalNetQuest Inc. est une référence auprès vos amis et partenaires d'affaires. Gestion Des Technologies Informatiques. 5250, ave. Ferrier, suite 805, Montréal (Québec) H4P 1L4 Tél: (514) 486-9005 x1001, Sans frais: 1-866-486-9005 x1001, Fax: (514) 486-5721 E-mail: marijan(a)mnquest.com <mailto:marijan@mnquest.com> , http://www.mnquest.com <http://www.mnquest.com/> -- Les prix soumissionnés sont valides pour une période de 24 heures à moins d'avis contraire ~ Vérifier si le produit suggéré correspond à vos attentes. --------------- This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Enabling ArticleStorageFS with Debian Etch otrs2 package (2.0.4)
by Ari Epstein 04 Dec '08

04 Dec '08

Hi, I wanted to switch from using ArticleStorageDB to ArticleStorageFS to reduce the size of my Mysql database and support arbitrarily large e- mails. I follow the instructions and add the following to /etc/otrs/ Kernel/Config.pm: [...] $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageDB'; [...] Then I try sending a large file and this appears in the syslog: Dec 4 13:23:13 xen1 OTRS-PM-10[20223]: [Error] [Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain][Line: 203]: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (4039, ?, current_timestamp, 1, current_timestamp, 1)' Dec 4 13:23:14 xen1 OTRS-PM-10[20223]: [Error] [Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment] [Line:265]: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_attachment (article_id, filename, content_type, content_size, content, create_time, create_by, change_time, change_by) VALUES (4039, '20081023.mp3', 'audio/mpeg\; name=20081023.mp3', '19000240', ?, current_timestamp, 1, current_timestamp, 1)' Any idea why ArticleStorageDB is still being used? I'm stumped. -Ari

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Enabling ArticleStorageFS with Debian Etch otrs2 package (2.0.4)
by Ari Epstein 04 Dec '08

04 Dec '08

Hi, I wanted to switch from using ArticleStorageDB to ArticleStorageFS to reduce the size of my Mysql database and support arbitrarily large e- mails. I follow the instructions and add the following to /etc/otrs/ Kernel/Config.pm: [...] $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageDB'; [...] Then I try sending a large file and this appears in the syslog: Dec 4 13:23:13 xen1 OTRS-PM-10[20223]: [Error] [Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain][Line: 203]: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (4039, ?, current_timestamp, 1, current_timestamp, 1)' Dec 4 13:23:14 xen1 OTRS-PM-10[20223]: [Error] [Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment] [Line:265]: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_attachment (article_id, filename, content_type, content_size, content, create_time, create_by, change_time, change_by) VALUES (4039, '20081023.mp3', 'audio/mpeg\; name=20081023.mp3', '19000240', ?, current_timestamp, 1, current_timestamp, 1)' Any idea why ArticleStorageDB is still being used? I'm stumped. -Ari

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Undesired CC:
by Ugo Bellavance 04 Dec '08

04 Dec '08

Hi, Here is the problem: Everytime I answer a ticket using "Compose Answer", the answer is sent to the requestor, but also to the e-mail address of our OTRS system. This has the benefit of informing everyone in the queue, but it has the very undesirable side-effect of re-opening a closed ticket. Is anyone else seeing the same thing? I've searched through all the configs and I couldn't find anything that would relate to these CC: Thanks, Ugo

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Replies always sent to the otrs address + a few other problems
by Ugo Bellavance 04 Dec '08

04 Dec '08

Hi, I'm relatively new to OTRS... I'm looking for the configuration for this: Whenever I reply to a ticket, a copy is sent to the queue e-mail address. This cause a ticket to be re-opened whenever I reply and change the status to 'closed'. I don't see where I coulc have configured that... Also, HTML is always stripped to text (My PostmasterAutoHTML2Text = No). When OTRS receives an HTML e-mail, I see the body in plain text, with HTML message as an attachment, and any images that are included in the message are also attachments. Am I missing a module or something? Also, where can we change the request type, except when we close? Running otrs-2.3.3-01 installed via rpm, Centos 4, fedora 4 rpm, MySQL backend. Thanks in advance. Regards, Ugo

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Mailing issue (I believe)
by Aaron Rabinowitz 04 Dec '08

04 Dec '08

Anytime I try to forward or mail anything from otrs it comes up with the following error: __ Software error: Modification of a read-only value attempted at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/Question.pm line 47. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. __ can anyone identify why this may be happening? could it by that I'm missing some dependencies that didn't originally install? thanks in advance for your help! Aaron

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