July 2008 - otrs - OTRS mailing lists

/vat/tmp files locked so can't be opened by PGP
by Nathan Campbell 16 Jul '08

16 Jul '08

I am trying to get GNUPG to work with OTRS and have come to the point where I think I know what the trouble is but can't figure / find out how to resolve it. GNUPG is throwing the following error: gpg: can't open `C:\OTRS\otrs\var\tmp\INi9MwjaTV.tmp' Any ideas on how to resolve this issue? Thanks! Nathan Campbell Systems Administrator Dallas Symphony Orchestra

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Re: [otrs] #otrs on irc.freenode.net has one idle user, more are invited.
by Mayk Backus 16 Jul '08

16 Jul '08

Hi, i would suggest when the registration is ok of the channel, to put up some sort of eggdrop or something wich keeps logs of de conversations and can automagicly post them to the web/mailinglist. this also is maintanance/protection for the channel. to create a botnet i have some server hangin around that are idle with cpu and some bandwith.. :-) just drop me a note ----- "John Teddy" wrote: > So I looked around for an irc channel for otrs, and the only thing I could find was some wikimedia channel which uses otrs, but they don't like to talk about otrs, they only talk about wikimedia issues. > > So I decided to dedicate myself to months of idling in #otrs on irc.freenode.net with screen/ssh/irssi, everyone else is welcome to join me. Can talk about otrs end-user stuff, management, dev, whatever. I just thought it would be nice to have an irc channel as well, and not just mailing list. > > Some wikipedia developer has registered #otrs but freenode staff will allow re-registration if someone from otrs wants to contact them. > > Hope to see lurkers/others there. > > Cheers, > John > > > _______________________________________________ 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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#otrs on irc.freenode.net has one idle user, more are invited.
by John Teddy 16 Jul '08

16 Jul '08

So I looked around for an irc channel for otrs, and the only thing I could find was some wikimedia channel which uses otrs, but they don't like to talk about otrs, they only talk about wikimedia issues. So I decided to dedicate myself to months of idling in #otrs on irc.freenode.net with screen/ssh/irssi, everyone else is welcome to join me. Can talk about otrs end-user stuff, management, dev, whatever. I just thought it would be nice to have an irc channel as well, and not just mailing list. Some wikipedia developer has registered #otrs but freenode staff will allow re-registration if someone from otrs wants to contact them. Hope to see lurkers/others there. Cheers, John

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Reporting question
by Bill Locke 16 Jul '08

16 Jul '08

Can anyone point me to some documentation on how to do a custom report? The built in stats feature is nice but does not have what I want.. Well at least as far as I can see. I am trying to get a report that lists all tickets open or closed during a specified time frame. I want it to list the ticket and notes. Thanks -- ~Bill __________________________________ Bill Locke Ayalogic/Green-Ear Systems Administrator 330-247-2182 Bill(a)green-ear.com

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IMAP on OTRS 2.3 beta 4
by Igor Bilis 16 Jul '08

16 Jul '08

I'm running OTRS 2.3 beta 4 on Windows XP machine. I had it receiving over 600 emails with IMAP and now all of a sudden I get this error message when trying to run the IMAP: Software error: Got no Email at C:/OTRS/otrs//Kernel/System/PostMaster.pm line 92. Any suggestions? Thanks!

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PostMasterPOP3.pl problems
by Khusro Jaleel 16 Jul '08

16 Jul '08

Hello, I'm having a problem when using PostMasterPOP3.pl. Basically, when it pops a certain mailbox from a POP server, it *looks* like it crashes. It starts popping from other boxes just fine, but when it gets to this one, it always says: "Message (1/56)", etc and then it stops. Could it be that a particular message in that inbox is causing it to crash? I know it's crashing because it leaves it's process_id in the DB, so the next time, OTRS does not pop anything, and complains that 'it is already running'. I have used '-f 1 -d' and here is the bottom of the output I got (I have removed some repetitive lines): ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Message 1/66 (username@POP server IP address) Debug: Config.pm ->Get('PostmasterUserID') --> 1 Debug: Config.pm ->Get('PostmasterX-Header') --> ARRAY(0xaadd30) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DatabaseUserTable') --> system_user Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1605, <PRODUCT> line 4. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerUser') --> HASH(0xa9226c) Debug: Config.pm ->Get('CustomerUser') --> HASH(0xa9226c) Debug: Config.pm ->Get('CustomerUser10') --> Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Debug: Config.pm ->Get('SendmailModule') --> Kernel::System::Email::Sendmail Debug: Config.pm ->Get('SendmailModule::CMD') --> /usr/sbin/sendmail -i -f Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('FQDN') --> <OTRS IP address> Debug: Config.pm ->Get('Organization') --> Error: Config.pm No value for 'Organization' in Config.pm found! Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('LoopProtectionModule') --> Kernel::System::PostMaster::LoopProtection::DB Debug: Config.pm ->Get('PostmasterMaxEmails') --> 40 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('Ticket::UnlockStateType') --> ARRAY(0xaa5658) Debug: Config.pm ->Get('Ticket::ViewableLocks') --> ARRAY(0xaa570c) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Sendmail') --> Error: Config.pm No value for 'Sendmail' in Config.pm found! Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('FQDN') --> <OTRS IP Address> Debug: Config.pm ->Get('Organization') --> Error: Config.pm No value for 'Organization' in Config.pm found! Debug: Config.pm ->Get('Ticket::NumberGenerator') --> Kernel::System::Ticket::Number::DateChecksum Debug: Config.pm ->Get('Ticket::IndexModule') --> Kernel::System::Ticket::IndexAccelerator::RuntimeDB Debug: Config.pm ->Get('Ticket::StorageModule') --> Kernel::System::Ticket::ArticleStorageDB Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1605, <PRODUCT> line 4. Debug: Config.pm ->Get('Ticket::CustomModule') --> Error: Config.pm No value for 'Ticket::CustomModule' in Config.pm found! Debug: Config.pm ->Get('ArticleDir') --> /opt/otrs/var/article Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('PostmasterAutoHTML2Text') --> 1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('Ticket::UnlockStateType') --> ARRAY(0xaa5658) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerUser') --> HASH(0xa9226c) Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Debug: Config.pm ->Get('DatabaseUserTable') --> system_user Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1605. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::Hook') --> Ticket# Debug: Config.pm ->Get('Ticket::HookDivider') --> Error: Config.pm No value for 'Ticket::HookDivider' in Config.pm found! Debug: Config.pm ->Get('PostmasterFollowUpSearchInReferences') --> 0 Error: Config.pm No value for 'PostmasterFollowUpSearchInReferences' in Config.pm found! Debug: Config.pm ->Get('PostMaster::PreFilterModule') --> HASH(0xa9cb54) Debug: Config.pm ->Get('PostMaster::PreFilterModule') --> HASH(0xa9cb54) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Modification of a read-only value attempted at /System/Library/Perl/5.8.1/darwin-thread-multi-2level/Sys/Syslog.pm line 302. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- What does that last line mean? Why would it suddenly have a logging issue? If anyone can shed some insight, or tell me a better way to diagnose the problem, I would be most helpful. Thanks, Khusro

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Redhat Enterprise Linux (RHEL) 5 supported?
by Nielson, Adam 16 Jul '08

16 Jul '08

I have tried various OTRS versions (not the new version yet, waiting for official release in about a month) on several versions of RHEL, and all of them are easy to get running, but always run like CRAP! Even with mod_perl and no real data yet on a fresh install, they run WAY too slow to be considered "normal". I am wondering if anyone else has this similar environment? Its 32-bit, 2GB of RAM, SAS disks, 2.8Ghz CPU, etc. Is there a recommended distro I can try that's easy out of the box to get this going? Thank you, Adam Nielson

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How to close lots of tickets
by Robin Bowes 15 Jul '08

15 Jul '08

Hi, In the process of my testing, I've run into a stale MX record which resulted in 800 new tickets created, from MAILER-DAEMON with subject "Warning: could not send messaage.. etc. etc". I want to select them all and close them all. How can I do this? From the queue view, I can only see 15 msgs at once (I presume I can change this in the config somewhere, but haven't looked yet) and I don't see a way to "select all". I tried clicking on each box on the page to do bulk action but I get a very annoying dialog box telling me I've selected the check box for each one I click - this should be turned off, IMHO. Ideally, I'd like to do a search and close all tickets returned from the search. Can this be done? Thanks, R.

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OTRS / Windows / PGP
by Nathan Campbell 15 Jul '08

15 Jul '08

Installation: --------------------- OTRS 2.2.6 Windows 2K3 MSSQL 2005 IIS 6.0 GNUPG 1.4.9 --------------------- I have had OTRS running in this environment successfully for 6 months (moved from a W2K3 / Apache / MySQL installation that ran for over a year). Now I would like to do PG though the OTRS interface as opposed to Thunderbird so we can have everything all in one environment. * Suffice to say, I have followed all of the documentation (GNUPG has been working for us as I said via Thunderbird, so the existing public and private keys are good) * I have updated the PATH environment variable in Windows to ensure that the HOMEDIR for GNUPG is set appropriately, the local pub and sec ring files on the OTRS server have been updated to include the .asc keys that I need. * I have entered the path to the bin as c:\gnupg\gpg.exe and updated the Crypt\PGP.pm file with this value as well. * I have entered the hex key value and password in the Admin\System\Crypt interface * I can manually decrypt the message via gpg on the server. Problem Description: ------------------------------- When in QueueView, OTRS displays an error on the "Crypt" header stating "gpg: No private key found to decrypt this message" and the body displays the encrypted message "--BEGIN PGP MESSAGE-etc..." There is nothing in the var\otrs.log file indicating a failure with the PGP modules so I am at an utter loss. Thank you! Nathan Campbell Systems Administrator Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 "To entertain, inspire and change lives through musical excellence" Click Here To Buy Tickets <http://dallassymphony.com/Buy_Tickets.aspx>

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Search for fields Servcie and SLA in CustomerTicketSearch.dtl
by Telley Stefan 15 Jul '08

15 Jul '08

Hi all, in our company we want to use OTRS for our customers and partners. Therefore the possibility with MultiCustomer is not useful. So we found out that we can solve it with Service and SLA. Now the problem is, that you cannot search for these fields in CustomerTicketSearch.dtl. I checked it in AgentTicketSearch and found this area:  <tr> <td width="50%" class="contenthead">$Text{"Service"}</td> <td width="50%" class="contenthead">$Text{"SLA"}</td> </tr> <tr> <td class="contentbody">$Data{"ServicesStrg"}</td> <td class="contentbody">$Data{"SLAsStrg"}</td> </tr>  But this is not working in Customer. If I remove , then I see the headers, but no data. If  Is there, then I don't see anything. Can anyone help me with this case? Thank you Greets Stefan

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