May 2008 - otrs - OTRS mailing lists

Recently getting these errors fro OTRS :- Malformed UTF-8 character (unexpected ......
by Mike Dent 27 May '08

27 May '08

Hi,3 days ago i noticed i started getting messages from cron daemon on my OTRS box of the form:- Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 669, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 670, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 671, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 672, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 674, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 675, etc etc Since this time I am receiving no notifications from OTRS and no tickets are being created. I checked /var/log/messages and noticed at the time I started getting these reports from cron, the log was showing:- May 19 19:30:05 rt3 OTRS-PM3-30[14784]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/14612) ! And every so often I get:- May 20 10:30:04 rt3 OTRS-PM3-30[30434]: [Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterPOP3/rt3.blah.local/29415, because 1 hour old! May 20 10:40:05 rt3 OTRS-PM3-30[30620]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/30434) I'm running otrs 2.1.7 Any pointers as what might have gone wrong? Thanks Mike

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Question about sorting
by Jeremy Cook 27 May '08

27 May '08

Hi, I have a question about sorting tickets. In the new messages folder, we want to be able to sort the tickets there according to whether ther have been any responses. Our current sorting is apparently according to creation date, with newest at the top. But if a "customer" responds to a ticket, then the ticket remains at the same place in the list and I would like it to pop up to the top. Any ideas? Jeremy Cook

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TicketFreeText with ITSM
by bass000 26 May '08

26 May '08

Hi All, I\'am trying to use the free text for a ticket, over OTRS with ITSM module installed. But when I go to : http://MYDOMAIN/otrs/index.pl?Action=AgentTicketFreeText&TicketID=8 I get the error: Module Kernel::Modules::AgentTicketFreeText not registered in Kernel/Config.pm! Do you know if it is possible to add custom free text fields with an ITSM module installed? PS: I use: OTRS 2.2.6 ITSM 1.1.1 -- Bastien Leblanc email: bastien(a)tribuleblanc.com Site : http://bastien.tribuleblanc.com Enfants: http://www.travisjudith.info

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Change Format Date in Customer Company Form
by José Mestre 26 May '08

26 May '08

Hello, I customize AdminCustomerCompanyForm.dtl to get some dates. I had 2 new columns 'date' on the mysql database. I would like to change date format to french like dd:mm:yyyy when I 'add' or 'modify' a company. For the moment, I see date like this yyy:mm:dd hh:mm:ss I've already changed this file Kernel/language/fr.pm and I see in templates the short date dd:mm:yyyy But not in Add Customer Company / Edit (Change) Is this possible, and how can i do ? Thks Jo No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.24.1/1466 - Release Date: 25/05/2008 18:49

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Re: [otrs] Need help for configuration
by DAVAUT Benoit [FR] 26 May '08

26 May '08

It's perfect !! ;) Thanks for your help. Benoit DAVAUT -----Original Message----- From: Shawn Beasley [mailto:shawn.beasley@otrs.com] Sent: mercredi 21 mai 2008 22:19 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Need help for configuration Sébastien Prud'homme wrote: > 2008/5/21 DAVAUT Benoit [FR] <benoit.davaut(a)volubill.com>: >> Hello, >> >> >> >> I'm trying to configure OTRS to match up to our needs. But here are the >> problems I have: >> >> >> >> - When a customer opens a new ticket or reply via the web >> interface, we don't receive any notification by email! Where can I set it? >> because I didn't find ... >> > This may be a bug in your version Fixed in 2.2.5 - (2008/01/14) Fixed bug# 977 - No agent notification for new ticket from webinterface if CustomerGroupSupport is enabled > In your preferences, select the queues you want to watch and activate > the notification > >> - The second problem is a bit of a particular case : I have company >> with multiple sites. For example with customer ID : DAV001 / DAV002 / DAV003 >> ! How can we ensure that the customer can deal with tickets for is own site >> (My Tickets), but see ALL tickets of various sites (Company Tickets) DAVXXX >> ? Because, he can handle any ticket company !! >> >> You can use multiple customer ids look in the Defaults.pm for the customer mapping and you will see. # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], If you copy the customer mapping to your Config.pm, add a field in your customer_user table, and un-comment this field, you will have a new field when creating new users CustomerID DA001 CustomerIDs DA002,DA003,DA004 > > Do you mean have access to company tickets in read only mode? > >> Do you understand my problem? If so, can you help me ... please ? >> >> >> >> Thanks for your help ! >> >> Best Regards, >> >> >> >> Benoit DAVAUT >> >> Adoptez l'éco-attitude. >> >> N'imprimez ce mail que si c'est vraiment nécessaire. >> >> >> >> _______________________________________________ >> 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/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

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can't install otrs
by Douglas Walker 26 May '08

26 May '08

Hi I'm having real problems trying to install OTRS I have a ubuntu server - I followed the instructions for a Debian install (www.writely.com/View.aspx?docid=drm3kmx_0cbr3x9) and so installed otrs2 mysql-server apache2 and a whole bunch of other stuff that was in the package manager's 'recommends' category. Then I went to http://MYSERVER/otrs/installer.pl and plugged in the defaults which all seemed to work. Except after the last page says it's installed and directs you to http://MYSERVER/otrs/index.pl However I get ********** ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri May 23 15:28:03 2008 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (1688): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 *********** I've tried going into mysql and manually dropping the otrs database and recreating it either manually in mysql or by using the "dpkg-reconfigure otrs2" command. I get a variation on the above error where it says using password: YES Aaarrgh I've tried everyhting I can think of - I've even stripped the passwords from the mysql root and otrs users and still get the same error. Where am I going wrong? D -- Douglas Walker Systems Administrator Jones Coulter Young Architects 321 Murray St, Perth WA, 6000

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Re: [otrs] Customer users
by Klaus Bruno 26 May '08

26 May '08

Hi Jamie Read the excellent Manual (available online or on your system otrs/doc/manual/[de|en]/pdf/otrs_admin_book.pdf) at chapter 11.2.[1|2].1 you will find what you desire regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jamie Spence Sent: Friday, May 23, 2008 10:18 AM To: otrs(a)otrs.org Subject: [otrs] Customer users Does anyone know if its possible to have a customer user see tickets from multiple customers. Basically see all tickets through teh customer interface? Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

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Re: [otrs] Customer users
by Klaus Bruno 26 May '08

26 May '08

Hi Yann I tested this feature some months ago during evaluation of OTRS for our company. I enabled it at the beginning and had no problems with it. Because we dont need this feature, it is not implemented in our productive environment so I cannot assist you any further. regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Yann JESTIN Sent: Friday, May 23, 2008 5:26 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer users Hi Bruno, I'am trying to do the same as Jamie, I've read the admin_book at chapter you mentioned. I managed to have the new field to put several CustomerIDs, in the customer interface I see tickets from others but I cannot open them, permission denied. In the Logs in the admin interface I got " Permission denied because module (Kernel::System::Ticket::CustomerPermission::CustomerUserIDCheck) is required (UserID: xxx 'ro' on TicketID: 2)! How can I open them now that I can see them ? Thanks, Yann Klaus Bruno a écrit : > Hi Jamie > > Read the excellent Manual (available online or on your system > otrs/doc/manual/[de|en]/pdf/otrs_admin_book.pdf) > > at chapter 11.2.[1|2].1 you will find what you desire > > regards, > Bruno > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Jamie Spence > Sent: Friday, May 23, 2008 10:18 AM > To: otrs(a)otrs.org > Subject: [otrs] Customer users > > Does anyone know if its possible to have a customer user see tickets > from multiple customers. Basically see all tickets through teh customer > interface? > > Thanks, > > Jamie > > _______________________________________________ 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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Zlib uncompress error
by Jeff 26 May '08

26 May '08

I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help...

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Automated downloading of all system config changes
by Régis OBERLE 26 May '08

26 May '08

Hello, I'm looking for a way to automate system config changes backup. >From [sysconfig], I can manually download a file containing all changes. How can I obtain such a file from the linux command line so that I can automate the file generation and its backup ? Thanks and regards, Régis

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