September 2008 - otrs - OTRS mailing lists

Problems Upgrading to 2.3
by Jennifer Valdez 08 Sep '08

08 Sep '08

Hello, > We are currently running otrs 2.1.6 on rhel5 with apache webserver and > mysql database. Is it possible to upgrade to 2.3? I am having problems. > I have done a clean install on a different machine and have imported the > old database from a mysqldump file. After following the instructions in > UPGRADING, I can see a listing of all of my queues, but I am getting the > following error in the body of the page where the tickets usually show up: > > Software error: > Can't use an undefined value as a HASH reference at > ../..//Kernel/System/Ticket/Article.pm line 1619. > > There were multiple errors when running the DBUpdate scripts - > especially the DBUpdate-to-2.3.pl. > Any tips or info would be helpful. > > Thanks! > > Jennifer > > >

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Problems with UTF-8 mail subjects
by Gergely Pál 08 Sep '08

08 Sep '08

Hi, I have some problems with UTF-8 mail subjects and otrs. The first comes from otrs logging. I use Kernel::System::Log::File logging method. It has some problems with message subjects containing non-english characters. I have log lines like this: [Sat Sep 6 23:18:03 2008][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2008090610000038/Rossz sz<E1>mla] created (TicketID=1192,Queue=Raw,Priority=3 normal,State=new) Where the <E1> should be an 'á'. In addition to that there is a message, which i get from root@localhost (Cron Daemon): "Wide character in print at /usr/share/otrs/Kernel/System/Log/File.pm line 66" I searched this problem on google and it seems to be some kind of perl related issue. The perl code waits for utf-8 data to write to the file, and the data in fact is not utf-8. The original subject is encoded as it should be that way and looks like that: Subject: Rossz =?UTF-8?B?c3rDoW1sYQ==?= So i think there is a base64 decoding problem somewhere. I have an other issue about this topic. Its simply that Thunderbird wraps the subject line if the subject is too long. And otrs tries to merge the wraps. But because of that after some replys the UTF-8 encoded subjects can become garbled in mail clients, because sometimes otrs merge wraps wrong, like this: =?UTF-8?Q?=K=C3?= =?UTF-8?Q?=B6r?= Where the C3 and B6 should be in same line beacause the two are one character together and that way this subject would be 'Kör'. But when wrapped like that it becomes a garbled character. So i think the possible solution would be to change the outgoing mail subject encoding to base64 in otrs. Is it possible? Thanks, Pal Gergely

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Editing customer details?
by Mike Dent 08 Sep '08

08 Sep '08

I sent the following recently and then got a message saying I was not subscribed! Odd. Anyway I have resubscribed and here is the email. Hi, when a user mails in for the first time and creates a ticket that fine. How do I then edit this customers details? I've added some custom fields which work fine normally. I want to retrieve this customer via their email and then add to these fields. Doing a search in [customer user management] on their email shows no results. thanks Mike

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ticket hook at subject is repeated
by Operacion Control 08 Sep '08

08 Sep '08

I did recently install the 2.2.5 OTRS version as a demo. I did set up one queue, two agents, 3 responses. After an user customer create a ticket sending a mail, OTRS answer with an automatic response and after that an agent answer that ticket with a response; all is ok. But when the user customer reply to ask more information, the automatic response sent by OTRS show the subject repeated as follows: "Re: [TktDemo#200809084002] [TktDemo#20080908400 [...]" So, the next response sent by the agent to the user customer will have the ticket hook repeated instead of the original subject. How I can avoid the double ticket hook? Thanks for the help Karlos

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OTRS-ITSM & Topology/Inventory
by Thomas Lenzen 07 Sep '08

07 Sep '08

I have a questions that perhaps already been answered, I am new to OTRS and already a great fan ... Question is has anybody successfully implemented an open source topology discovery tool into OTRS-ITSM-CMDB? i.e. been able to to discover once infrastructure and items that are connected and automatically populate the CMDB? Any info is greatly appreciated Cheers Thomas

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Changing the logo and Company Name
by Alejandra Piedra 05 Sep '08

05 Sep '08

Hi I would like to know how can I change the logo and company name. Or if you use master pages to change that. I reaaaally need help with this because I'm about to start using this software and my boss asked me to change that. Thanks and regards

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after successful install can not login
by JR 04 Sep '08

04 Sep '08

Hi, I went thru web install, all successful last page said to log in with root@localhost password root but I get an error on clicking the url, user name root@localhost password no n Access denied for user otrs@localhost using password no any help is appreciated. JR

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Lost admin rights
by Mikael Backstrom 04 Sep '08

04 Sep '08

Hey all, I installed OTRS 2.3.1 and did something in the user interface and voila: I cannot see Admin and Stats icons anymore when I´ve signed in as the administrator (root@localhost). How to restore the admin rights? I tried to use the database backup, but it did not succeed. Thanks! Mikael

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ticket categories & analysis
by Glossop, Andrew 04 Sep '08

04 Sep '08

Hi All, I have OTRS running nicely for dealing with our technical support requests. However I've been asked to find out about analysing the data. We want to be able to categorise the tickets, and then do some stats based on those categories. Something like: By failure - Hardware failure Software failure User error By product - Product 1 Product 2 Product 3 Product 4 Product 5 We want to be able to do this so that we can focus on what causes the most support requests. Does something like this exist in OTRS? Perhaps with an addon, or by using OTRS commercial services? Or do we need to use a different ticketing package to achieve this? Thanks in advance

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POP3: auth for user failed
by Jim Romano 03 Sep '08

03 Sep '08

I believe I have the user set up correctly on the mail server. I do not see the otrs request hitting the mail server. I get a fast error, below. Please advise, Thanks, [ OTRS ] Admin OTRS (root@localhost) 18:38:53 - 09/03/2008 Error: POP3: Auth for user support/mail.dataforce1.com failed! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Sep 3 18:38:54 2008 Message: POP3: Auth for user support/mail.dataforce1.com failed! Traceback (1640): Module: Kernel::System::MailAccount::POP3::Fetch (v1.4) Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 DataForeCRM Affordable CRM Solutions 2140 E. Southlake Blvd. STE L 555 Southlake, Texas 76092 817-886-0380 Visit http://www.dataforcecrm.com for CRM screenshots and CRM Blog and Wiki.

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