September 2008 - otrs - OTRS mailing lists

500 Internal Server Error when sending mail
by Wes Plate 21 Sep '08

21 Sep '08

I'm testing all the aspects of the new version of OTRS after years of being way behind. I can create new tickets but the system is unable to send mail out, when I try to create a new ticket or respond to a ticket I get an Apache 50 Internal Server Error. My httpd error_log file says... [Sat Sep 20 17:03:51 2008] [error] [client xx.xx.xx.xx] Premature end of script headers: index.pl, referer: http://support.automaticduck.com/otrs/index.pl?Action=AgentTicketCompose&Res ponseID=1&TicketID=6509&ArticleID=36614 I checked the SysConfig and it has the proper SMTP settings I used to have, so that's good, but something else is amiss. Google isn't getting me the answer. Hints? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Re: [otrs] Upgrading from 1.3
by Nils Breunese (Lemonbit) 20 Sep '08

20 Sep '08

Wes Plate wrote: > I downloaded the PRM for Redhat 8.0 and installed it. Then I ran > the script > to upgrade my database to 2.0 then I ran SetPermissions.sh. > > I restarted the services but cannot log in to OTRS, no matter what I > enter I > am told the login failed with incorrect username or password. I > followed > this step to reset the root password via mysql but still I can't log > in... > http://doc.otrs.org/1.3/en/html/problems-misc.html I have no idea. Maybe the password hashing changed between 1.3 and 2.0? In that case I can see how the 1.3 instructions for resetting the password don't apply anymore on 2.0. I'd try the supplied bin/ otrs.setPassword tool instead of changing the hashes in the database manually. I have never used OTRS 1.x, so I don't have any experience upgrading from 1.x to 2.x myself. Nils Breunese.

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OTRS Faq in French
by Jean-Luc Biord 20 Sep '08

20 Sep '08

Hi all, I'm a new user of OTRS. I installed the FAQ module by downloading and installing the FAQ-1.4.4.opm on the ftp. The user interface of this faq is available in English or German only. How to have the interface in other language (in French) because on faq.otrs.org the interface is in French. Thanks,

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do not understand filtering
by Dirk Völlger 19 Sep '08

19 Sep '08

Hi, I filter my mails concerning the TO: headers, which works quite good. I use .procmailrc to determine the queues. It looks smth like that: :0 fhc : * TO:.recepient@domain.tld | formail -I "X-OTRS-Queue: queue" Sometimes mails are send to several adresses and are determined for several queues. I wonder, how a mail send to recipient1 and in cc to recepient2 to can be filtered into different queues. Does anyone have a clue?

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Cannot set Auto Response mail to html.
by Agnelo Ferrao 19 Sep '08

19 Sep '08

Hi, Need to set my AutoResponse mails in otrs as html. Goes out as text/plain Regards, Agnelo ________________________________________________________________________ You are invited to Get a Free AOL Email ID. - http://webmail.aol.in

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Our services dropdown doesn´t show anything
by Salvador Santander Gutiérrez 19 Sep '08

19 Sep '08

Hello, we have a problem with services. We've created both services and SLA, but when create a new ticket and introduce the type, user and queue any service appears. Do you know if we have to do more actions? Thanks very much.

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show empty queues
by Miquel Àngel Capó 19 Sep '08

19 Sep '08

Hello, I need to implement a ticketing system for my new company. I am familiar with MS CRM, so I want to achieve some of it's features (and others that don't have), and I want to know if it's possible to do them with OTRS. - Show empty queues: I want all the queues to be displayed, even if they don't have any new ticket. - Create Views, for showing, for example, all resolved tickets of a certain queue. - Add some kind of 'Lookup' field, in order to relate a ticket to a FAQ article. (I need this because I want to tag a ticket with the article that has been used to resolve it) - A multilevel selector to select the category of the incident/ticket (i.e: hardware/HD; hardware/screen/dead pixel;Software/Office...) - 'Attach' a ticket to the calendar (In order to meet the customer to resolve it) The first and the second one are the most important for me. Any clue on how to achieve them? Thanks in advance

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Get POP3S messages
by Guillaume Rehm 19 Sep '08

19 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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Cannot find the POP3S option
by Varga Viktor 18 Sep '08

18 Sep '08

Hello, I am installing the 2.3.2 version on a linux server, and cant find the POP3S int he dropdown list? What should i do to select it? Where can find some detailed info about it??? üdvözlettel/best regards: Varga Viktor rendszerüzemeltető Netlock Kft. _______________________________________________________________________ Ezt az e-mailt virus- es SPAM-szuresnek vetettuk ala a filter:mail MessageLabs rendszerrel. Tovabbi informacio: http://www.filtermax.hu This email has been scanned for viruses and SPAM by the filter:mail MessageLabs System. More information: http://www.filtermax.hu ________________________________________________________________________________________

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Get POP3S messages
by Guillaume Rehm 17 Sep '08

17 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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