September 2008 - otrs - OTRS mailing lists

IMAP problems with OTRS.
by Aaron Long 10 Sep '08

10 Sep '08

My OTRS system is up and running, but I seem to be having troubles getting the IMAP mail service for the PostMaster Mail Account to work. I've verified that the IMAP account itself is working, and double-checked the credentials several times, however, I keep getting this error when I try 'run now': Error: IMAP: Can't connect to emmail02.leapfrog.local Comment: Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Tue Sep 9 15:09:06 2008 Message: IMAP: Can't connect to emmail02.leapfrog.local Traceback (9635): Module: Kernel::System::MailAccount::IMAP::Fetch (v1.5) Line: 72 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.33) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 I assume this is the result of some sort of server configuration oversight. I'm running on CentOS 5, I have iptables and SELinux enabled. Can anyone point me in the right direction as to how to troubleshoot this further? Thanks. -Aaron Aaron M. Long NOC Engineer Leapfrog Enterprises, Inc. 6401 Hollis Street Emeryville, CA 94608

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Fwd: How to import tickets from the old helpdesk system
by Salvador Santander Gutiérrez 10 Sep '08

10 Sep '08

Hello. We're going to work with OTRS but we need to migrate the tickets of the old helpdesk system to OTRS. We've not found anything in the script folder. Anyone knows how to do it? Is it safe make a massive insert in the TICKET table? Thanks very much.

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How to delete old attachments?
by Mike Lykov 10 Sep '08

10 Sep '08

Hi all. We have running OTRS for some month, and get a huge database. 762M DatabaseBackup.sql.gz This size do not adequate for backup reasons, but I know - 80% of it consists from an attachments (JPEGs, DOCs etc.). Wiil be great to delete old attachments from closed tickets 4 or more months ago. How i can do it? In genericagent i have only delete/not delete all ticket. -- Mike Lykov System Administrator, Domain Name Registrar REG.RU http://www.reg.ru/ +7 495 580-11-11 int. 504

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Question !
by sharareh mohammadi 10 Sep '08

10 Sep '08

Hi, I just installed the last version of OTRS and I want to set it up for receiving the request from clients, but I have a question. I need to receive the emails from clients which they send to an specific email address like support(a)companydomain.com and then I need to receive them in OTRS system how can I have this opportunity ? by the way I want to know if it's possible or not? many thanks Regards -- .: Sharareh :.

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problem using OTRS 2.3.2 with Postgresql 8.3.3 on centos 5.2 64 bit.
by Rudi Schmitz 09 Sep '08

09 Sep '08

I figured this out the Postgresql SQL account that is in Config.pm has to have superuser rights for some reason. If I give the otrsdb user account superuser in PGAdmin3 it works fine now. This doesn't make sense but it is working. I figured it was permissions related but not SQL permissions related. *mysql server option works fine I can login. If i put a postgresql server i get: [root@help bin]# ./CheckDB.pl DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 561. ERROR: OTRS-CheckDB-10 Perl: 5.8.8 OS: linux Time: Wed Sep 3 04:37:51 2008 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (25060): Module: ./CheckDB.pl (v1.20) Line: 62 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 624. No initial inserts found! [root@help bin]# syslog: Sep 3 04:31:28 help OTRS-CheckDB-10[24796]: [Error][./CheckDB.pl][Line:62]* * : ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Config.pm: # ------------------------------* *---------------------- # # database settings ** # # ------------------------------**---------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'kingjohn'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") # $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{** Database};host=$Self->{**DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{* *Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{**Database};host=$Self->{** DatabaseHost};"; If i put an incorrect passwork in my Config.pm I get: Message: FATAL: password authentication failed for user "otrs" So I see it is talking to the postgresql server fine. Any pointers? Rudi Schmitz*

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How to import tickets from the old helpdesk system
by Salvador Santander Gutiérrez 09 Sep '08

09 Sep '08

Hello. We're going to work with OTRS but we need to migrate the tickets of the old helpdesk system to OTRS. We've not found anything in the script folder. Anyone knows how to do it? Is it safe make a massive insert in the TICKET table? Thanks very much.

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Agent notifications and generic agent
by Alejandra Piedra 09 Sep '08

09 Sep '08

Hi I wanted to know if there's something special to do if you're using Windows to execute the generic agent and the escalation notifications. Because I created a bug and the agent told me that I have to execute this with cron. When I installed OTRS, cron for windows was installed, but I don't know how to use this. So I would like to know how to use the generic agent and escalation notifications using Windows. Thanks and regards

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can not login to initial account
by JR 09 Sep '08

09 Sep '08

I used apt get install otrs2 in feisty/ubuntu. I set up db, user otrs is set for me in wizard. yet when finished I get a error error: access denied to user 'otrs'@'localhost' (using passingword:NO) Please tell me what to fix. thank you.

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Illegal division by zero at ../..//Kernel/System/Ticket.pm line 1720.
by Mik Rose 08 Sep '08

08 Sep '08

Everything was working then for no understandable reason I am again getting an error when trying to view Queues Software error: Illegal division by zero at ../..//Kernel/System/Ticket.pm line 1720. Mikola (Mik) Rose PowerSoft Development Corp. CIO, Information Technology / Support Services Customer Service: 1 (250) 642-0199 Sales Dep.: 1 (888) 833-7697 Support Dep.: 1 (250) 642-0295 www.power-soft.com

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Errors using 2.3.2
by Jason B. Loven 08 Sep '08

08 Sep '08

So I upgraded to 2.3.2 today and now in my syslog I'm getting the following... Sep 8 16:33:58 linux1 OTRS-CGI-10[27122]: [Error][Kernel::System::Cache::Get][Line:137]: Need Type! Sep 8 16:33:58 linux1 OTRS-CGI-10[27122]: [Error][Kernel::System::Cache::Set][Line:105]: Need Type! Anyone know what this is about? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

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