January 2009 - otrs - OTRS mailing lists

Re: [otrs] merging tickets leaves old ticket
by Amedee Van Gasse 08 Jan '09

08 Jan '09

Tik webteam/supportteam: CC ter informatie ivm probleem OTRS met merged tickets. Workaround: zet status op "Samengevoegd" via bulk-actie. [message order changed for easier reading] > -----Ursprüngliche Nachricht----- > Von: Amedee Van Gasse [mailto:amedee@amedee.be] > Gesendet: Mittwoch, 7. Januar 2009 00:53 > An: User questions and discussions about OTRS.; Obee, Daniel > Betreff: Re: [otrs] merging tickets leaves old ticket > > Obee, Daniel schreef: >> Hi Amedee >> >> OTRS in this case does nothing but work as intended. The old ticket >> must be left in the data base for >> >> a) revision causes and >> b) as a reference for searches. >> >> How else are you gonna find the merged ticket if you only got the >> ticket# of the emptied one? >> >> Since 'merged' is a state (type 'closed') on its own, it's easy to >> exclude merged tickets from queries anyway. So where do you find those >> tickets 'displayed'? >> >> Greez >> Daniel > > Hello Daniel, > > I replied to your email but perhaps you missed it. > > Because a picture says more than a thousand words, I have included a > screenshot. The problem is with ticket 2008120410000017. I hope that you > understand what I mean, if not please don't hesitate to ask. > > Kind regards, > Amedee > > On Wed, January 7, 2009 18:09, Obee, Daniel wrote: > Obviously that's not an OTRS thing. It seems someone in your company by > accident changed the state of the merged tickets to 'new' - most probably > by a faulty generic agent. Merged tickets should have the state (guess > what) 'merged'. > > The only solution is to re-change the state of the tickets. You could use > a (thoroughly created) generic agent, search for the subject 'ticket > merged' and change the state to merged again. Also check if there's some > dubious agent running on a regular basis which does the state changes > (history of the tickets will show you) - I'd place a good bet on that... > > Have fun! > daniel Hello Daniel, By accident I found a workaround that I can live with. After merging tickets, a placeholder ticket remains with only the text "... merged to ..." and a link to the other ticket (as I reported previously). In the queue, I select this for bulk action, and then I manually set its status to Merged. After confirming, the placeholder ticket is no longer visible in the queue. I found that this only works with bulk action, which is not really a problem, because most of the time I merge more than one ticket into another ticket. When I combine my findings with what you have written in your mail, I've come to the conclusion that you are probably right. Because merging tickets doesn't happen often in our small installation, I won't bother with writing an agent, I'll just do it manually for the very few times that I need it. And I don't see myself capable of writing "a (thoroughly created) generic agent", with my limited experience with OTRS and with Perl development in general. :-) Anyway, thank you very much for nudging me in the right direction! Kind regards, Amedee Van Gasse

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User LDAP authentication
by Bart Wallace 08 Jan '09

08 Jan '09

Hello, I have User LDAP authentication working using Novell's eDirectory as the backend but want to make the addition of requiring group membership. When I enable the group code: $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=HelpDeskAgents,ou=office,o=protected'; I get the following error: User: blw authentication failed, no LDAP group entry foundGroupDN='cn=HelpDeskAgents,ou=office,o=protected', Filter='(memberUID=cn=blw,ou=OFFICE,o=protected)'! (REMOTE_ADDR: 10.xx.xx.xx). Here is the relevant config.pm code: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'vos1.protected.protected.us'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=office,o=protected'; $Self->{'AuthModule::LDAP::UID'} = 'cn'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=HelpDeskAgents,ou=office,o=protected'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUID'; # for ldap posixGroups objectclass (just uid) # $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=ldapproxy,o=protected'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'protected'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; My group, HelpDeskAgents, has the posixGroup extensions and I have tried both the posixGroups and the non ldap posixGroups but get the same results. Currently I'm set for non ldap posixGroups. Here is a command line ldapsearch against the same LDAP directory for the group HelpDeskAgents: ldapsearch -h vos1.protected.protected.us -p 389 -D cn=ldapproxy,o=protected -W -b "ou=office,o=protected" -x "(&(objectClass=Group)(cn=HelpDeskAgents))" Enter LDAP Password: # extended LDIF # # LDAPv3 # base <ou=office,o=protected> with scope subtree # filter: (&(objectClass=Group)(cn=HelpDeskAgents)) # requesting: ALL # # HelpDeskAgents, OFFICE, PROTECTED dn: cn=HelpDeskAgents,ou=OFFICE,o=PROTECTED uamPosixWorkstationList: cn=UNIX Workstation - SERVERNAME,ou=OFFICE,o=PROTECTED gidNumber: 601 equivalentToMe: cn=blw,ou=OFFICE,o=PROTECTED objectClass: groupOfNames objectClass: Top objectClass: posixGroup objectClass: uamPosixGroup member: cn=blw,ou=OFFICE,o=PROTECTED cn: HelpDeskAgents ACL: 2#entry#[Root]#member ACL: 2#entry#[Public]#gidNumber ACL: 2#entry#[Public]#uamPosixWorkstationList ACL: 2#entry#[Public]#member ACL: 1#entry#[Public]#cn ACL: 2#entry#[Public]#uamPosixPAMServiceExcludeList # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 Any assistance would be greatly appreciated. Thanks, Bart

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e-mail format html -> plain text - hotmail
by Marcel 07 Jan '09

07 Jan '09

Hi, We receive some e-mails from hotmail users. OTRS does not correctly convert the hotmail-html-email to plain text. OTRS completely ignores new lines and puts the whole text in one line. We're using version 2.3.3. Is there a way to handle this? If it's a not known bug I could forward a test-mail. Greetings, Marcel

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merging tickets leaves old ticket
by Amedee Van Gasse 06 Jan '09

06 Jan '09

Hello, When I merge one ticket into the other, the old ticket is changed to: (for example) Merged Ticket 2008102110000024 to 2008102110000015. OTRS version is 2.3.2. Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket) If this can be turned off, how does that work? Kind regards, Amedee

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Unable to POP3S email in OTRS 2.3.3
by Nadeem Ahmad 06 Jan '09

06 Jan '09

Hi We have configured a email account ( helpdesk.otrs(a)i2cinc.com ) in OTRS 2.3.3 for POP3S. I was unable to POP3S in my server. What could be the issue.See the below : -bash-3.00# /opt/otrs/bin/PostMasterMailbox.pl POP3S: No messages (test(a)i2cinc.com/mail.i2cinc.com) POP3S: Connection to mail.i2cinc.com closed. -bash-3.00# telnet mail.i2cinc.com 995 Trying 206.111.151.217... Connected to mail.i2cinc.com. Escape character is '^]'. ^] Connection to mail.i2cinc.com closed by foreign host. -bash-3.00# Just to make sure that account is properly configured in email server , I have test in my outlook and in Primary OTRS server version 2.3.3.But facing issue to configure account on my backup server. Let me know if you want any further info. Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated ------------------------------------------------------------ Web site: http://www.i2cinc.com Office-USA: (650) 593 5400 ext 4097 24x7 NOC: (650) 593 5400 Option 3/Option 3 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anadeem(a)i2cinc.com Timings: Mon - Fri 0200 AM - 11 AM PST

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Edit signature when creating new email ticket
by Lars Jørgensen 06 Jan '09

06 Jan '09

Hi people, Is it possible to edit the signature when creating a new email ticket? It's on the form in a nice field, but not editable. Some setting I have missed? -- Lars

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Re: [otrs] Oracle drivers
by Sajit Kalidas 06 Jan '09

06 Jan '09

Hi Michiel, Many thanks for your held thus far. I have tried as you suggested and get the following errors. A few things that might be relevant: - The default install of OTRS installed to d:\otrs and perl is a subdir in d:\otrs\perl. However, I see constant hardcoded references to c:\strawberry which does not exist. I have changed all my variables in cpan conf to point to d:\otrs\perl. - I am able to connect to oracle from the command prompt using sqlplus otrs_user/passwd@odb - I am fairly clueless when it comes to Perl and its inner workings. I have an Oracle development background. Regards, Sajit D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake Skip blib\lib\DBD\Oracle.pm (unchanged) Skip blib\lib/oraperl.ph (unchanged) Skip blib\arch\auto\DBD\Oracle/dbdimp.h (unchanged) Skip blib\arch\auto\DBD\Oracle/ocitrace.h (unchanged) Skip blib\lib/Oraperl.pm (unchanged) Skip blib\arch\auto\DBD\Oracle/Oracle.h (unchanged) Skip blib\lib\DBD\Oracle\GetInfo.pm (unchanged) cp mk.pm blib\arch\auto\DBD\Oracle/mk.pm gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" Oracle.c Oracle.c: In function `boot_DBD__Oracle': Oracle.c:2078: warning: unknown conversion type character `_' in format Oracle.c:2078: warning: too many arguments for format gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" dbdimp.c dbdimp.c: In function `dbd_discon_all': dbdimp.c:199: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_db_login6': dbdimp.c:738: warning: int format, long unsigned int arg (arg 9) dbdimp.c:350: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_cancel': dbdimp.c:842: warning: long unsigned int format, int arg (arg 8) dbdimp.c: In function `ora_db_disconnect': dbdimp.c:867: warning: unused variable `Perl___notused' dbdimp.c: In function `createxmlfromstring': dbdimp.c:1066: warning: long int format, int arg (arg 2) dbdimp.c:1039: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_realloc_phs_array': dbdimp.c:1323: warning: unused variable `Perl___notused' dbdimp.c: In function `dbd_rebind_ph_char': dbdimp.c:2197: warning: int format, IV arg (arg 5) dbdimp.c: In function `pp_rebind_ph_rset_in': dbdimp.c:2286: warning: unused variable `Perl___notused' dbdimp.c: In function `pp_exec_rset': dbdimp.c:2381: warning: unused variable `Perl___notused' dbdimp.c: In function `dbd_rebind_ph_xml': dbdimp.c:2423: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_bind_ph': dbdimp.c:2743: warning: int format, IV arg (arg 2) dbdimp.c:2752: warning: int format, IV arg (arg 2) dbdimp.c:2786: warning: int format, IV arg (arg 3) dbdimp.c:2799: warning: unknown conversion type character `_' in format dbdimp.c: In function `ora_st_execute': dbdimp.c:2912: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_execute_array': dbdimp.c:3328: warning: unused variable `sv2' dbdimp.c:3150: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_finish': dbdimp.c:3491: warning: long unsigned int format, int arg (arg 8) dbdimp.c:3454: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_destroy': dbdimp.c:3587: warning: long unsigned int format, int arg (arg 8) gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" oci8.c oci8.c: In function `oci_db_handle': oci8.c:476: warning: unused variable `my_perl' oci8.c: In function `oci_st_handle': oci8.c:493: warning: unused variable `my_perl' oci8.c: In function `ora_utf8_to_bytes': oci8.c:849: warning: unused variable `my_perl' oci8.c: In function `fetch_cleanup_rset': oci8.c:960: warning: unused variable `Perl___notused' oci8.c: In function `fetch_func_rset': oci8.c:984: warning: unused variable `Perl___notused' oci8.c: In function `dbd_rebind_ph_lob': oci8.c:1095: warning: long int format, ub4 arg (arg 2) oci8.c: In function `fetch_func_autolob': oci8.c:1559: warning: unused variable `my_perl' oci8.c: In function `calc_cache_rows': oci8.c:1597: warning: unused variable `my_perl' oci8.c: In function `get_attr_val': oci8.c:1655: warning: unknown conversion type character `O' in format oci8.c:1655: warning: char format, different type arg (arg 6) oci8.c:1655: warning: too many arguments for format oci8.c:1672: warning: unknown conversion type character `O' in format oci8.c:1672: warning: char format, different type arg (arg 6) oci8.c:1672: warning: too many arguments for format oci8.c: In function `get_object': oci8.c:1911: warning: int format, pointer arg (arg 6) oci8.c: In function `fetch_get_piece': oci8.c:2024: warning: int format, pointer arg (arg 6) oci8.c:2047: warning: int format, pointer arg (arg 7) oci8.c:2056: warning: long unsigned int format, int arg (arg 8) oci8.c:2060: warning: unused variable `Perl___notused' oci8.c: In function `ora_describe': oci8.c:2823: warning: long int format, ub4 arg (arg 2) oci8.c:2963: warning: int format, pointer arg (arg 6) oci8.c: In function `ora_st_fetch': oci8.c:3048: warning: long unsigned int format, int arg (arg 8) oci8.c:3063: warning: long unsigned int format, int arg (arg 8) oci8.c:3074: warning: long unsigned int format, int arg (arg 8) oci8.c:3084: warning: unused variable `Perl___notused' oci8.c:3091: warning: unused variable `Perl___notused' oci8.c: In function `init_lob_refetch': oci8.c:3556: warning: long int format, ub4 arg (arg 2) oci8.c:3596: warning: long int format, int arg (arg 2) oci8.c:3614: warning: int format, long int arg (arg 3) Running Mkbootstrap for DBD::Oracle () D:\OTRS\Perl\perl\bin\perl.exe "-Id:/OTRS/Perl/perl/lib" "-Id:/OTRS/Perl/perl/li b" -MExtUtils::Command -e chmod 644 Oracle.bs dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake test dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake install dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG> ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

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Automating action based on content of e-mail
by MMcSwain＠friedkin.com 05 Jan '09

05 Jan '09

Sorry if this has been covered before, but I can't seem to find any information. Is it possible to have the system take specific action(s) on incoming e-mail based on the content of the e-mail body, such as looking for key words and setting the priority, etc? Thanks in advance for any advice. Marc

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Agent Notification
by Aysel Pamuk 05 Jan '09

05 Jan '09

Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agent's queues. I have upgraded OTRS to 2.3.3. Also I set Preferences->New Ticket Notification to YES. I searched for the otrs archive and found the bug 977 : http://bugs.otrs.org/show_bug.cgi?id=977 I made all the necessary changes but I cannot still receive the agent notification e-mail. I would like to be sure if the bug 977 is fixed in release 2.3.3. Thanks in advance, Aysel

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Agent Notification
by Aysel Pamuk 05 Jan '09

05 Jan '09

Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agent's queues. I have upgraded OTRS to 2.3.3. Also I set Preferences->New Ticket Notification to YES. I searched for the otrs archive and found the bug 977 : http://bugs.otrs.org/show_bug.cgi?id=977 I made all the necessary changes but I cannot still receive the agent notification e-mail. I would like to be sure if the bug 977 is fixed in release 2.3.3. Thanks in advance, Aysel

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