November 2009 - otrs - OTRS mailing lists

ITSM fields on GenericAgent.pm
by Leonardo Certuche 28 Nov '09

28 Nov '09

Hi there, I've been trying to include ITSM items such as SLA or Service in GenericAgent.pm jobs without success :( For non-ITSM items such as Queues, States, Priorities it works like a charm but once I include Service or SLA, they're ignored! Has anyone included Service or SLA as parameters in the GenericAgent.pm file? Any tips on this are much appreciated Thanks, Leonardo Certuche

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lots of SQL errors in AdminLog
by Leonardo Certuche 28 Nov '09

28 Nov '09

Hi there, We have OTRS 2.4.5 + ITSM 1.3.2 working good but checking the AdminLog, lots of "You have an error in your SQL syntax" show up, they're the following, any help on how to avoid them is much appreciated! You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 2' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time >= 1259450139 ORDER BY st.until_time ASC LIMIT 25' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 2' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND tw.user_id IN (2) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4,' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.queue_id IN (3, 4) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (3, 4) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 1, ' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 2' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 LIMIT 10000' You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 1, ' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46) AND st.until_time <= 1259450978 ORDER BY st.until_time DESC LIMIT 10' Thanks, Leonardo Certuche

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Re: [otrs] only 250 customers shown
by Nathan Campbell 27 Nov '09

27 Nov '09

You may have to modify the actual page dtl itself - I have seen a couple of instances where there is a hard-coded return limit Good luck Nathan Campbell Systems Administrator Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 817-966-5232 - cell 214-871-4026 - work -------------------------- Sent from my BlackBerry -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Mon Nov 23 19:58:50 2009 Subject: [otrs] only 250 customers shown Hi list, This topic has been already discussed but unfortunately I haven't been able to solve it. I tried what is said in http://www.mail-archive.com/otrs@otrs.org/msg18806.html and http://www.mail-archive.com/otrs@otrs.org/msg25190.html without success. We have OTRS 2.4.5 + ITSM 1.3.2 with LDAP backend for both customers(278) and agents(64). While AdminCustomerUserGroup shows our 278 customers, both AdminCustomerUser and AdminCustomerUserService only show 250 customers. As explained in http://doc.otrs.org/2.4/en/html/x1764.html the answer seems to lay on the CustomerUserSearchListLimit parameter but our working LDAP configuration looks a little different so I don't know where to place that parameter Here is our LDAP config for customers: #Enable LDAP authentication for Customers / UserS $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'A.B.C.D; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'OU=COMPANY,DC=DOMAIN,DC=COM'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'USER'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; Keeping this syntax, how should I set CustomerUserSearchListLimit? Thanks a lot! Leonardo Certuche

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Dead Icons in Navigation Bar
by MMoj＠timocom.com 27 Nov '09

27 Nov '09

Hello OTRS Friends, I´ve run on a problem where I don´t really know how to fix it. First off all the system specs: - XEN VM -> CentOS 5.4 Final - OTRS 2.4.5 (with Bug fixes) - Apache 2 - Mod Perl - IE 8 (showing the dead icons) - FireFox & Opera & Safari (don´t show the dead icons) (See attached file: NavBar.jpg) You can open the attached *.jpg and take a look and you´ll see that there are two dead icons without any meaning. The link is set to be http://hostmaster/index.pl and now pic is shown. Now I would like to get rid of these Icons but I didn´t find any possibility to get rid of same. Has anybody an idea how to get rid of these two icons? I´ve already taken a look in SysConfig->Framework but I have to admit, I didn´t find a single clue where these icons could be enabled. I appreciate every post to get rid of the icons. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Some tickets not showing in QueueView
by Marretta, Rosanna 26 Nov '09

26 Nov '09

Hi, I have a couple of tickets that are in a queue called 'For Review', when I click on Ticket, the 'For Review' queue is not listed. Can anybody guide me in the right direction as to why this is happening? Thanks Rosanna

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Separate DB & web server very slow, seeing up to 1000 selects for one action
by NM 25 Nov '09

25 Nov '09

I'm getting very poor performance from OTRS, which I'm narrowing down to it making up to 1000 database requests just to fulfill a simple request. Most of them appear to be related to role<>groups<>users: SELECT ... FROM groups g, group_role gu WHERE g.valid_id IN (1) AND ... gu.permission_key IN ( 'create','rw') AND gu.role_id IN (10) The load is low on both machines, but the latency is killing us. Creating a new ticket is excruciating slow -- up to 10s waiting for the Assignment group / Service popups to fill up once you've selected the ticket type. Any idea how to optimize this? This looks like a rather deep rooted problem. This kind of request could only be optimized, as far as I can tell, by moving the treatment to a stored proc or something. Or am I doing something very wrong? Note: this is 2.4.3 with corresponding ITSM module. I can ditch the ITSM module if needed.

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Customer ticket subject line question
by patrick.dillon＠aleris.com 25 Nov '09

25 Nov '09

Hello all, We have a question about whether it is possible to always display the original subject of a ticket (in the Customer ticket view) instead of the subject of the last entered article. I think this question has been raised in Bug Report 2673 and Bug Report 2040. Both reports show an assigned status, but I was wondering if there has been any resolution or if anyone has produced a workaround. As always, thanks for the effort put in to produce OTRS, and thanks for any guidance anyone can offer. Patrick Dillon Manager, IT Shared Services Aleris International Inc.

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SMTP Configuration For OTRS
by Sourabh Sarwate 25 Nov '09

25 Nov '09

Dear Members, I am getting following error when I am configuring SMTP details to sned the mail via OTRS Error: Can't connect to smtp.gmail.com: Operation now in progress! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Nov 24 18:21:23 2009 Message: Can't connect to smtp.gmail.com: Operation now in progress! Traceback (21053): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 92 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232) Line: 2024 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.1) Line: 416 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 I am using OTRS 2.4.5 + ITSM 1.3.2. on RHEL 5. In addition of this when I am trying to use the sendmail utility I am able to send the mails on gmail and some othe domain but not able to send the mails on google group id (as our compney id is on google group). Please suggest me if there is any configuration chagnges is required. Regards, Sourabh Sarwate

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Mapping of CI´s to a Ticket on receive
by MMoj＠timocom.com 25 Nov '09

25 Nov '09

Hi, Is it possible to configure OTRS to map CI´s to an incoming ticket when it is fetched by mail automatically? The Customer e-mail address and the CI´s owner is the same Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Software Error in Package Manager
by Dave Lageweg 25 Nov '09

25 Nov '09

Hi All, Because I had problems on my windows installation i installed a clean Ubuntu server and installed all modules and OTRS 2.4.5 on it. My OTRS is pointing to a MSSQL database and everything looked fine last week. Package Manager under admin was working but it did not showed me the ITSM modules unfortunately. I know i tried a install of package but can't remember now which one (i had to help a customer the rest of the week and could not go further...). When i now go to admin and then to package manager i get the following software error: Software error: not properly closed tag 'File' Does anybody have any idea how to solve this? Thanks in advance! Best, Dave ________________________________ Telio Nederland B.V. | Veemkade 540 | 1019 HE Amsterdam | Netherlands Tel: 0320 750400 | E-Mail: nl-info(a)tel.io | Website: www.tel.io -------------------------------------------------------------------------------- This electronic message contains information from Telio Nederland BV which may be privileged or confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the numbers or address above) immediately. Diese Email enthaelt Informationen der Telio Nederland BV. Diese sind moeglicherweise vertraulich und ausschliesslich fuer den Adressaten bestimmt. Jeglicher Zugriff auf diese Email durch andere Personen als den Adressaten ist untersagt. Sollten Sie nicht der fuer diese Email bestimmte Adressat sein, ist Ihnen jede Veroeffentlichung, Vervielfaeltigung oder Weitergabe wie auch das Ergreifen oder Unterlassen von Massnahmen im Vertrauen auf erlangte Information untersagt. Sollten Sie diese elektronische Nachricht irrtuemlicherweise erhalten haben, so informieren Sie uns bitte unverzueglich telefonisch oder per Email (Kontaktdaten obenstehend).

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