September 2008 - otrs - OTRS mailing lists

Get POP3S messages
by Guillaume Rehm 25 Sep '08

25 Sep '08

Hi list, I have upgrading my otrs box to 2.3.2 to get POP3S fonctionnality. All works fine with this new release in POP3 mode but not in POP3S. I have changed my Postmaster mail account to use POP3S. And when I run PostMasterMailbox.pl I have the following error: svm-otrs:/opt/otrs/bin # ./PostMasterMailbox.pl -f 1 Notice: PostMasterMailbox.pl is already running but is starting again! Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 57. ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Wed Sep 17 16:21:54 2008 Message: POP3S: Can't connect to mailserver.u-strasbg.fr Traceback (5659): Module: Kernel::System::MailAccount::POP3S::Fetch (v1.4) Line: 76 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: ./PostMasterMailbox.pl (v1.2) Line: 135 As anyone can give me a procedure to implement POP3S support ? How and where I give otrs my mailserver certificate ? You can find below my otrs.checkModules. Thanks in advance. svm-otrs:/opt/otrs/bin # ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.50) o DBD::mysql.....................ok (v3.0002) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.55) o Net::POP3......................ok (v2.28) o Net::POP3::SSLWrapper.......ok (v0.02) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.36) o GD.............................not installed! (not required / for stats) o GD::Text....................not installed! (not required / for stats) o GD::Graph...................not installed! (not required / for stats) o GD::Graph::lines............not installed! (not required / for stats) o GD::Text::Align.............not installed! (not required / for stats) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v1.35) o XML::Parser....................ok (v2.34) -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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escalation email notification question
by Patrick Schiess 25 Sep '08

25 Sep '08

hi, we have the really strange behavior that when a ticket was escalated at some time and the notification has been sent to the agents in question, this ticket will generate every day between 8.00am and 8.05am again a notification that is again sent to the agents. first of all i thought that this has to be in association with the defined working hours in the otrs framework. but it is not... it doesn't change something if the working hours starts at 1am or 11am or even 4pm... the escalation notification will alway be sent again every day between 8.00am and 8.05am... why? does anyone of you guys have an idea on this issue? thanks a lot. regards, patrick.

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mod_perl
by Maurice James Ny 24 Sep '08

24 Sep '08

I'm having a problem with mod_perl. Whenever I activate it on my web server OTRS starts serving up blank pages for OTRS. This behavior is not persistent, but it happens every 5th or 6th request. Has anyone seen this before?

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Escalation messages in agent frontend
by Alejandra Piedra 24 Sep '08

24 Sep '08

Hello I was wondering if there's a possibility to remove the messages displayed in the frontend when a ticket has escalated, this because some people, myself included, find it annoying to have a message for every single ticket with an error icon. Thanks and regards Maria Alejandra Piedra

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Resolved "Show closed tickets." by default for all customers
by Mike Lykov 24 Sep '08

24 Sep '08

> By default this parameter set to "yes", but we want to set it to "no" for all. Resolved: If Sysconfig - Ticket -> Frontend::Customer::Preferences CustomerPreferencesGroups###ClosedTickets: key DataSelected is 0 (instead 1) then "show closed tickets" parameter for all _created after change_ customer users is "no". -- Mike Lykov System Administrator, Domain Name Registrar REG.RU http://www.reg.ru/ +7 495 580-11-11 int. 504

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Re: [otrs] Problems Importing OTRS Database
by Wes Plate 24 Sep '08

24 Sep '08

David, Did you ever find a solution for this question? I'm in this exact same spot. Thanks. > Hello everyone, > > This issue may be better served by the mysql community but I thought I'd > start with the OTRS community first. > > I am trying to move our OTRS database from a Linux based client to a Sun > Solaris server. > > The client is running MySql version 3.2.3 and OTRS 1.2.3 and Apache > 1.3.x. > > The server is running MySql version 5.0.45, OTRS 2.2.6 and Apache 2.2.6 > > My intent was to get a good backup of the OTRS database from the client, > then import it into MySql on the server and run the myriad upgrades > needed to bring the database up to version 2.2.6. > > I ran the following command on the client: > > mysqlhotcopy otrs /pathname/otrs.sql > > I used mysqlhotcopy because I was running into space issues when I tried > using mysqldump. > > I got a clean otrs.sql file with no errors. > > I then took the file to the server and ran the following command: > > mysql -p otrs < otrs.sql > > The job ran for a while and then ended with the following nysql error: > > ERROR 1060 (42S21) at line 429990: Duplicate column name 'group_id' > > I used phpmyadmin to discover that OTRS tables had been created up to > the "theme" table. The import job croaked when trying to create the > "ticket" table. > > The otrs.sql file is 3.5 GB in size. I have not found a way to edit it > (nor do I know if that is desirable). > > I would really like to use the backup I created but don't know how to > get past the mysql error. > > I would be grateful for any advice the OTRS community might have. Don't > hesitate to tell me to go bug the mysql folks! -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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"Show closed tickets." by default for all customers
by Mike Lykov 24 Sep '08

24 Sep '08

Hi all. We are start to use customer web interface. There are individual preferences for every customer, accessed via "preferences" button. In that prefs there are "Show closed tickets" (yes/no) entity, it's work for some customer. But we want to remove "preferences" button from customer interface (by disable that module). By default this parameter set to "yes", but we want to set it to "no" for all. How we can do it? -- Mike Lykov

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Where to set the database name?
by Wes Plate 24 Sep '08

24 Sep '08

I am trying to load my old database into a new OTRS 2.2.4 installation and while my Config.pm file says that OTRS is using the "otrs" database it is clearly using the "otrs2" database that the .deb installer created. If I don't set the database name in Config.pm where do I set it? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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[UPGRADE 2.2.6 to 2.3.1] No MainObject! at /var/www/otrs-231/bin/cgi-bin/../../Kernel/System/AuthSession.pm line 83.
by Serge Algarotti 23 Sep '08

23 Sep '08

Hi I test on a test machine the OTRS upgrade from 2.2.6 to 2.3.1: 1) I have do a clone machine with otrs as the real machine (OTRS 2.2.6) 2) I have upgraded as explain in the UPGRADING file * install the new release 2.3.1 * i have copied the Kernel/Config.pm and GenericAgent.pm * I have upgrade with DBUpdate-to-2.3.mysql.sql (no error) * I have run DBUpdate-to-2.3.pl (no error) * I have upgrade with DBUpdate-to-2.3-post.mysql.sql (no error) When I connect to /otrs/index.pl as agent, everything is ok, all work When a customer connect (/otrs/customer.pl , he have a error message and he cannot connect: No MainObject! at /var/www/otrs-231/bin/cgi-bin/../../Kernel/System/AuthSession.pm line 83. The line 83 is: # check needed objects for (qw(LogObject ConfigObject TimeObject DBObject MainObject)) { $Self->{$_} = $Param{$_} || die "No $_!"; <<<< line 83 } The customer backend is LDAP. All is ok and work on the real machine in 2.2.6 since many months. can you help me ? I have the same Config.pm than in 2.2.6 . thank you, Serge

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Problem sending mail to list
by Patric 23 Sep '08

23 Sep '08

Hi, Not sure if this is getting to the list, but whenever I try send to otrs(a)otrs.org I get the following failure message: -------- Original Message -------- Subject: Undelivered Mail Returned to Sender Date: Tue, 23 Sep 2008 10:22:46 +0000 (GMT) From: MAILER-DAEMON(a)otrs.org (Mail Delivery System) To: patricrt(a)gmail.com This is the Postfix program at host lusen.otrs.org. I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below. For further assistance, please send mail to <postmaster> If you do so, please include this problem report. You can delete your own text from the attached returned message. The Postfix program <otrs-otrs(a)lusen.otrs.org>: mail forwarding loop for otrs-otrs(a)lusen.otrs.org

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