June 2008 - otrs - OTRS mailing lists

@INC
by Jeff Hubis 05 Jun '08

05 Jun '08

Hello All, Does anyone know how to edit the @INC list? Can anyone tell where it actually is? Regards, Jeff jhubis(a)xoftinc.com

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Re: [otrs] ERROR: OTRS-PM3-10 Perl - Message: Can'tconnectto <mailserver>
by Tina Kerr 05 Jun '08

05 Jun '08

Thanks, Brett and Daniele! I got the POP3 server working again. But things are only working ½ ways. One thing to note: I have customercare(a)calpont.com forwarded to my personal email, tkerr. If I enter a ticket externally, outside of OTRS, an auto-response is sent and the message is forwarded to tkerr appropriately. However, if I enter a ticket internally, via OTRS, an auto-response is sent, BUT the message does not get forwarded to tkerr... it used to. Also, neither ticket shows up under New messages(0) with in OTRS. The ticket does appear in my queue, but not in my New messages. Thanks in advance for your help! Tina Kerr Manager, Production Support Office: 214-618-9540 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

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Otrs Newbie question
by Daniel Castro 05 Jun '08

05 Jun '08

Hi, I started to use OTR and i am really liking it. I want to know to to configure otrs to send in the Customer::StateUpdate the text I typed when I closed the ticket. This is important to show the user why I closed the Ticket. Or there is a better way to do it? Best Regards, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

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Outgoing Mail Question
by Smith, Shuka 05 Jun '08

05 Jun '08

Hello! I've setup OTRS on a Windows Server 2008 box and everything seems to be working well except for outgoing email. I've configured OTRS to send emails via SMTP. I used the GUI frontend (Framework::Core::Sendmail) to configure the settings. My problem is that in the standard ticket view, under Compose Answer (email), there is no clickable link for "empty answer" to create the email response. Under Compose Answer there is just grey space and then Contact Customer. Did I miss some basic setup step? Any help would be great! Thanks in Advance, Shuka

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Closed Ticket Report
by Daniel Castro 05 Jun '08

05 Jun '08

Hi, Is there any way to make a report with the closed tickets and the text I used to explain why I closed them? Best regards, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

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ERROR: OTRS-PM3-10 Perl - Message: Can't connect to<mailserver>
by Tina Kerr 05 Jun '08

05 Jun '08

For some odd reason, my mailer is not working properly. Nothing has changed but when I try to test the PostMasterPOP3.pl manually, I get the following message, although I am able to ping the mail server. HELP! [root@srvotrs bin]# ./PostMasterPOP3.pl ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Thu Jun 5 10:40:26 2008 Message: Can't connect to srvemail1.calpont.com Traceback (6080): Module: main::FetchMail (v1.25) Line: 152 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 [root@srvotrs bin]# ping srvemail1.calpont.com PING srvemail1.calpont.com (10.100.3.12) 56(84) bytes of data. 64 bytes from srvemail1.calpont.com (10.100.3.12): icmp_seq=1 ttl=128 time=1.30 ms Tina Kerr Manager, Production Support Office: 214-618-9540 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

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Initial logon problems on RedHat
by Edward Burke 05 Jun '08

05 Jun '08

Hi, I am trying to install OTRS (2.2.7) on our server (RedHat). Installation is successful up until the initial logon with the username root@localhost and password root. I get the following in my log: Jun 5 15:13:22 db2 OTRS-CGI-10[17407]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: ************) Can anyone give me any help to solve this problem? Best regards, Ed

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Opening .ics files sent by calendar module in Outlook 2003
by Régis OBERLE 05 Jun '08

05 Jun '08

Hello OTRS fans, I'm testing the calendar module. Every event added to the calendar is sent to the agent by e-mail, with a .ics file attached to it. I can open the file within Outlook 2003, but can't save it in the Outlook Calendar. It says: "This meeting does not appear in the calendar. It may be moved or deleted." (or something like that in my French version). Did you manage to use OTRS .ics files with Outlook ? How ? Thanks and regards, Regis

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Error: Unknown column 'calendar_name' in 'field list', SQL: 'INSERT INTO queue (name, &n[..]
by Julian Junge - Futurlink 05 Jun '08

05 Jun '08

Dear list, You got an idea what this is and how I can solve it to get back fast in creating my queues? ERROR: OTRS-CGI-08 Perl: 5.8.8 OS: linux Time: Thu Jun 5 16:34:19 2008 Message: Unknown column 'calendar_name' in 'field list', SQL: 'INSERT INTO queue (name, group_id, unlock_timeout, system_address_id, calendar_name, default_sign_key, salutation_id, signature_id, first_response_time, update_time, solution_time, follow_up_id, follow_up_lock, state_notify, move_notify, lock_notify, owner_notify, valid_id, comments, create_time, create_by, change_time, change_by) VALUES ('Support', 5, 1440, 1, '1', '', 1, 1, 1440, 670, 0, 1, 0, 0, 0, 0, 0, 1, '', current_timestamp, 2, current_timestamp, 2)' Traceback (2267): Module: Kernel::System::Queue::QueueAdd (v1.74) Line: 779 Module: Kernel::Modules::AdminQueue::Run (v1.33) Line: 164 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::h andler (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 Thank you very much, Julian Junge Direktor Customer Service julian.junge(a)futurlink.com FuturLink Distrito 22@ C/Almogàvers 107-119 08018 Barcelona, SPAIN T.+34 933008866 F.+34 934851318 ---------------------------------------------------------------------------- ------------ The information in this e-mail and in any attachments is confidential and solely for the attention and use of the named addressee(s). You are hereby notified that any dissemination, distribution or copy of this communication is prohibited without the prior written consent of FUTURLINK. If you have received this communication in error, please, notify the sender by reply e-mail ---------------------------------------------------------------------------- ------------ Este correo electrónico y, en su caso, cualquier fichero anexo al mismo, contiene información de carácter confidencial exclusivamente dirigida a su destinatario o destinatarios. Queda prohibida su divulgación, copia o distribución a terceros sin la previa autorización escrita de FUTURLINK. En el caso de haber recibido este correo electrónico por error, se ruega notificar inmediatamente esta circunstancia mediante reenvío a la dirección electrónica del remitente. ---------------------------------------------------------------------------- ------------ Aquest correu electrònic i, en el seu cas, qualsevol fitxer annex al mateix, conté informació de caràcter confidencial exclusivament dirigida al seu destinatari o destinataris. Queda prohibida la seva divulgació, còpia o distribució a tercers sense la prèvia autorització escrita de FUTURLINK. En cas d'haver rebut aquest correu electrònic per error, es prega notificar immediatament aquesta circumstància mitjançant reenviament a l'adreça electrònica del remitent.

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Calendar in Ticket queue
by Aysel Pamuk 05 Jun '08

05 Jun '08

Hello, I have created a queue SEVERITY-3 with Calendar 1 1 (8:00-17:00 x 5). Calendar 1 is configured as 8:00-17:00 for weekdays. Escalation solution time for that queue is 14400 mins (10 days). While creating an e-mail ticket, Due Date is given as TOMORROW, my escalaiton solution time constraint is not taken into consideration. How can I make DUE DATE calculated to 10 days later. Thanks in advance, Aysel

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