August 2008 - otrs - OTRS mailing lists

Uninstall to Re-Install
by Alexandre Silva 18 Aug '08

18 Aug '08

Hi Everyone, How can I completely uninstall OTRS 2.3.1 in order to make a fresh-clean new installation of the same version? Please let me know Thanks Alex

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OTRS 2.3.1 for Windows and POP3S
by Gabriel Cuervo 18 Aug '08

18 Aug '08

HiI have OTRS 2.3.1 for Windows on a Windows 2003 Server. Let me know if this version of OTRS has support for POP3S or IMAPS on a Windows 2003 Server. Thanks in advance. _________________________________________________________________ Explore the seven wonders of the world http://search.msn.com/results.aspx?q=7+wonders+world&mkt=en-US&form=QBRE

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Viewing Locked Tickets MailBox All
by Scott Plough 18 Aug '08

18 Aug '08

I'm having a little trouble locating the area in SysConfig where to add the FreeText fields when I view my locked tickets "MailBox All". I have 3 FreeText fields that I created: Location, Room#, and Phone Ext. If I open the ticket I can see the fields to the right of the workorder. If I click on Locked Tickets in the upper right corner I see only State, Priority, Queue, and CustomerID. Under our older system it would show these fields under the CustomerID. Running Ver 2.3.1 Any help would be appreciated. Thanks Scott

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Two tickets for same mail
by vimal pillai 18 Aug '08

18 Aug '08

Hi, OTRS is creating two tickets for same mail.Its not happening for all the incoing mails but for some mails. Is that because of any configuration issue?We have reinstalled the application some days before.The issue appeared after the reinstallation.Can anyone help.? Regards, Vimal.P

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Arabic as Input Language
by T A 17 Aug '08

17 Aug '08

Dear All, Any input on the below subject would be highly appreciated: I am unable to insert Arabic text as input in any ticket. There are two scenarios 1) If I input Arabic language to the body of a message, it is displayed as question marks similar to -> "??? ????? ??" I tried to change the web browser's encoding but to no effect. 2) If I input Arabic language to the subject header, I get the following error message: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Sun Aug 17 15:44:27 2008 Message: Can't get ArticleID from INSERT! Traceback (5363): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147.2.2) Line: 152 Module: Kernel::Modules::AgentTicketPhone::Run (v1.46.2.8) Line: 725 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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Fwd: OTRS Login Problem
by Sivakumar ☺ 16 Aug '08

16 Aug '08

Hi All, I need your help very badly. Please help he & solve my problem.. It seems my configuratiopn ok for Integrating OTRS with OPenLDAp But i got the following error, Aug 6 20:04:24 tek OTRS-CGI-10[30120]: [Error][Kernel::System::Auth::LDAP::Auth][Line:248]: Search failed! base='cn=Manager,ou=People,ou=posixGroups,dc=tek,dc=virtual,dc=vps-host,dc=net', filter='(memberUid=test2)', Success Aug 6 20:06:12 tek OTRS-CGI-10[1552]: [Error][Kernel::System::CustomerAuth::LDAP::Auth][Line:238]: Search failed! base='cn=Manager,ou=People,ou=posixGroups,dc=tek,dc=virtual,dc=vps-host,dc=net', filter='(memberUid=vis)', Success please find my Config.pm file in attached, Expecting your reply.. Siva

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Can't update using DBUpdate-to-2.3.mysql.sql
by Will Matthews 15 Aug '08

15 Aug '08

I'm trying to figure out why I can't update an otrs DB that I've moved over from an older otrs server. I've followed all the steps as seen in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=258 and http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=259 I've gotten as far as importing the sql dump from the old server into the new server, and I'm now trying to update the schema. The old server was running otrs 2.2.4 and I have the new 2.3.1 on the new server. So, Ias I understand it, I only need to user DBUpdate- to-2.3.mysql.sql. But here's what happens when I get there: bash-3.2# mysql -p otrs < /opt/otrs/otrs-dump.sql Enter password: bash-3.2# mysql -p otrs < DBUpdate-to-2.3.mysql.sql Enter password: ERROR 1050 (42S01) at line 8: Table 'users' already exists Can someone tell me if I'm missing a step somewhere that's not shown in the FAQ? Thanks, Will

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GenericAgent not performing
by Amanda Beyersmith 15 Aug '08

15 Aug '08

Hey, I was wondering if anyone had come to any miraculous conclusions about why modifying .../Config/GenericAgent.pm wasn't adding jobs to my web interface. Here's what I've done: I've been looking at the examples in GenericAgent.pm.examples to see how to do so and I'm rather certain that my coding is correct. However, even when I save my changes to GenericAgent.pm, the file doesn't turn up on the Web user interface for the admin. This is the code I have: ========================================================== # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # [name of job] -> send escalation notifications 'Send Escalated Tickets from Level 1 to Level 2' => { Queue => ['Other', 'Under Attack', 'WebUI', 'RE', 'RX', 'rView'], Escalation => 1, # new ticket properties New => { Queue => 'Level 2', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ========================================================== I have also tried taking the exact example that they have in GenericAgent.pm and removing the comments in front of the code lines and I still don't get anything, so I don't think that syntax is the error. Anyone have any ideas as to what could be causing my troubles? Thanks so much, Amanda Amanda Beyersmith abeyersmith(a)riorey.com 404-723-2759

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PostMaster filter precedences?
by Stan McFarland 15 Aug '08

15 Aug '08

Hi, I'm having trouble with the PostMaster filter. I currently have two filters like so: Filter 1 To = "websupport(a)a.com" Queue="Web Support" Filter 2 To = "websupport(a)a.b.com" Subject="posting request" Queue ="Posting Requests" But Filter 2 doesn't work - all posts to websupport(a)a.com go into the Web Support queue, regardless of subject. Is there some ordering or precedence that I can set with the filters so that Filter 2 gets examined before Filter 1? Thanks, Stan McFarland

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'No Permission' when trying to print ticket
by Emily Flynn 15 Aug '08

15 Aug '08

When I try to print a ticket when logged in as a customer, a new page comes up with "No Permission! Message: No permission" and it doesn't print. I can print from the FAQ and print when logged in as a user, but I can't find where I need to change a permission to allow customers to print tickets??

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