February 2008 - otrs - OTRS mailing lists

Problem installing ITSM
by Jason Hough 03 Mar '08

03 Mar '08

Getting the following error when trying to install the ITSMTicket-1.0.5 package: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Feb 29 09:48:27 2008 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES ('ITSMTicket', '1.0.5', 'OTRS AG', 'ITSMTicket-1.0.5.xml', '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (6635): Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.2) Line: 662 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Anyone have any ideas I have tried uping the max_allowed_packet size..and this doesnt seem to do anything.. Please advise....Thanks for any help! Thanks, ******************************************* Jason Hough Network Administrator Phone: 517-272-5527 Michigan Department of Treasury GC Services

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OTRS name change
by Andrew Meyer 29 Feb '08

29 Feb '08

When I get an email from OTRS saying I have an update or a ticket assigned to myself or someone else, It says OTRS Notification Master, where do I go to change that? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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Use forms for warranty repair
by djtzar 29 Feb '08

29 Feb '08

Hi , Fairly new at OTRS so please bear with me. Basically I want to find out if it is possible to create forms where you can fill in certain criteria based on warranty repair like "In Warranty Yes/No" "Serial Nr" etc etc. Now I have tried to wrap my mind around the Freetext fields but not sure where to begin or how to test , any suggestions/examples would be great ! TIA Danie

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OTRS 2.2.5 slowness
by Andrew Meyer 29 Feb '08

29 Feb '08

OTRS 2.2.5 seems to run very slow. I am running it on inadequate hardware, but it still should take an extra 15 seconds to load the page. Can you shed some light on this? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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POP3 configuration : keep the mail in the popped mailbox
by Fabrice Verbrouck 29 Feb '08

29 Feb '08

Hello everybody, My apologies if the question was asked previously, but I didn't found an easy way to search trough archives. I wanted to know I f there is a way to keep the mail popped by OTRS in my mailbox on Exchange 2007 ? It will be used to backup every email sent and received by OTRS, and for techs to connect on this box with Outlook. Thanks for your answers. Fabrice.

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Notification customize by customer
by Serge ALGAROTTI 29 Feb '08

29 Feb '08

Hello, we used OTRS 2.1.5. Some customers want to receive notification of change state, change owner, change file et some others don't want to receive this notifications. It's seem that we can make a choice by queue and not by customer. Is it possible than each customer customize the notification ? If not , is it planning for a next release ? thanks best regards, -- Serge ALGAROTTI Ecole des Mines de Paris

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foreach
by hassen ben slima 29 Feb '08

29 Feb '08

what means please : "foreach (qw(ConfigObject LogObject TimeObject DBObject MainObject)) { if ($Param{$_}) { $Self->{$_} = $Param{$_}; } else { die "Got no $_!"; } }"

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RE: [otrs] A form per queue. Is it possible?
by Sune T. Tougaard 29 Feb '08

29 Feb '08

Don't know if it's too abvious, but is the pop3 account marked as "trusted" in "Admin->Postmaster POP3 Account"? Think i read somewhere that to keep/use existing OTRS headers, it has to be trusted. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniele Sent: 28. februar 2008 14:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] A form per queue. Is it possible? Thank you Shawn for you support. I was smiling reading your email because I though I was finding my bug. I added the row to my email and I started again... but without success. Is there any setting I am forgetting? Maybe... a new line in OTRS/Kernel/system/postmaster/newTicket.pm? or in config.pm? My OTRS refuses to work. I am running release 2.2.3. I am thinking to destroy all and upgrade to the last one release. Any idea? Thank you in advance. Daniele Shawn Beasley ha scritto: > Hi Daniele, >> I am sorry to always ask you about my personal problem... but I am >> really getting crazy!!! > [...] >> -------------------------------------------------------------------- >> STEP 2: >> -------------------------------------------------------------------- >> I build into OTRS->Admin->[ PostMaster Filter ] the following filter >> >> Filtername: myFilter >> Match: >> Header 1:X-OTRS-TicketKey3 Value:Armadio >> >> Set: >> Header 1:X-OTRS-TicketValue3 Value:aaaaaa > Either: > > Header 1:X-OTRS-TicketKey3 Value:Armadio > Header 1:X-OTRS-TicketValue3 Value:aaaaaa >> >> -------------------------------------------------------------------- >> STEP 3: >> -------------------------------------------------------------------- >> I send to my OTRS, through php, the following email: >> >> <?php >> $to = 'OTRSaddress(a)myServer.it'; >> $subject = 'Let me try'; >> $body = 'This is the email content'; >> $header = "X-OTRS-TicketKey3:Armadio"; > or > $header = "X-OTRS-TicketKey3:Armadio\r\n"; $header .= > "X-OTRS-TicketValue3:aaaaaa"; >> if (mail ($to, $subject, $body, $header)) { >> echo 'E-mail inviata con successo.<br />'; >> echo 'Destinatario: '.$to.'<br />'; >> echo 'Subject: '.$subject.'<br />'; >> echo 'X-Header: '.$header.'<br />'; >> echo 'Contenuto: '.$body; >> } else { >> echo 'Non sono riuscito ad inviare il messaggio'; >> } >> ?> > [...] >> => http://www.otrs.com/ > I think this would be the proper code, but the main fact is your > should set both headers in the php. Alternatively, you can choose the > first option. I hope you get it up and running :) > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] closed ticket email notify with note
by Lars Jørgensen 29 Feb '08

29 Feb '08

Hi Francesco. > I to all, I have a question: when I close a ticket I write a note. I > would like that this note is included in the e-mail notification to > customer. I can't find how it is possible. That note is an internal note, it will not be sent to the customer. You can get what you need by adding an email response to the ticket and select to close the ticket in the response. In that case the customer will get the email response and the ticket will be closed. If you have enabled Notification of State Change on the queue, the customer will also get a case closed notification. In SysConf -> Ticket -> Frontend::Agent::Ticket::ViewCompose, you can select the default state of a ticket when composing an email response, Ticket::Frontend::AgentTicketCompose###StateDefault. The default is "open". Just below, in Ticket::Frontend::AgentTicketCompose###StateType, you can select what possible states an agent can select on a ticket when composing an email response. -- Lars

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OTRS 2.0.4
by Andrew Meyer 28 Feb '08

28 Feb '08

I am getting this when trying to install OTRS 2.0.4 (debian) on a test machine. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Feb 28 15:15:06 2008 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (31050): Module: Kernel::System::DB::new (v1.47) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Andrew Meyer Unix Systems Analyst 314-787-0681 x39 314-565-0868

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