February 2009 - otrs - OTRS mailing lists

DB2 - fetch failed - handles can't be shared between threads
by Denis Cornehl 25 Feb '09

25 Feb '09

Hello, we are running OTRS 2.3.4 on debian with db2 v.9.1 Fixpack 6. Sometimes we get the following error. Software error: DBD::DB2::dr FETCH failed: handle 1 is owned by thread db433d0 not current thread bb849f8 (handles can't be shared between threads and your driver may need a CLONE method added) at /usr/share/perl5/Apache/DBI.pm line 97. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. If we reload the page everything works fine. It seems to appear only if more than one user is logged on or/and when the generic agents are executed. The Perl DB2-DBI is from IBM: http://www-01.ibm.com/support/docview.wss?rs=71&uid=swg21297335 The Database config is: $Self->{DatabaseHost} = 'localhost'; $Self->{Database} = 'otrsdb'; $Self->{DatabaseUser} = 'db2user'; $Self->{DatabasePw} = 'our-password'; $Self->{DatabaseDSN} = "DBI:DB2:$Self->{Database}"; -- regards Denis Cornehl

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How many postmaster email accounts?
by Paolo Epifani 25 Feb '09

25 Feb '09

Hi I'm new in the otrs project. I'm considering to use otrs as Ticket Request System but I have some big question. I work for a Government company that has several public email accounts to which people can post information requests. I've counted these email accounts... They are about 230. So, in your experience... - how many postmaster email accounts can support otrs? There is a limit? - what hardware requirements for this scenario? - have you encountered memory problems using otrs? Regards Paolo Epifani _______________________________________________ PAOLO EPIFANI _______________________________________________ Città di Torino - Settore Servizi Telematici Redazione Web - Indirizzo: Via Meucci, 4 - 10121 TORINO - Piano: 4, Ufficio 422 - Telefono: +39 011 4430559 - Fax: +39 011 4430583 - E-mail: paolo.epifani(a)comune.torino.it - Web site: http://www.comune.torino.it _______________________________________________

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Re. Use more than one customer back-end with OTRS for AD and DB
by Lakshan Fernando. 25 Feb '09

25 Feb '09

Hi I need a immediate help from OTRS guru ppl, i need to configure Use more than one customer back-end with OTRS, for agents i want to authenticate via active directory and make automatically create account for them. customers i want to make external authenticate via my oracle db and make automatic account creation i went through with the http://doc.otrs.org/2.3/en/html/x1638.html manual but couldn't able to get it done, can some one kindly send me code which working internal AD authentication and external authentication with oracle DB code to include under Config.pm Thanks you Lakshan

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How to setup OTRS with SSL suppot
by Lakshan Fernando. 24 Feb '09

24 Feb '09

Hi, How to setup OTRS with SSL suppot eg:- https://otrs.example.com/otrs/index.pl Thanks you Lakshan

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Queue display for all customers
by Lakshan Fernando. 24 Feb '09

24 Feb '09

Hi, Customer's who login with the AD authentication cannot access or send ticket to specified queues they cant see them under drop down menu is their any option do i have to enable them to see the queues on the drop down menu Thanks you Lakshan

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automatic customer account creation and auto-login
by Lakshan Fernando. 24 Feb '09

24 Feb '09

I have a problem after login through Active directory on customer interface, the account belongs to customer user does not create under customer users on OTRS can some one help me on this Thanks you Lakshan

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changing outgoing admin email address notifications for certain queue
by Isaac Gonzalez 24 Feb '09

24 Feb '09

hi, otrs 2.2.4 running great... i added a new queue with a different email address, and also configured a new postmaster pop3 account for this queue. Incoming email works fine to the queue, as well as customer notifications when composing an answer or changing ticket status, etc....I was wondering if there was a way to change the admin notifications to instead get sent from this new email address instead of what is configured in the system's configured "smtp from", when customers send an email to create a ticket. Customers will not be creating tickets thru the customer web front end...they will only be sending emails to the new email address. any guidance appreciated... -Isaac

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Issue with bulk upload of Services
by Steve Hall 23 Feb '09

23 Feb '09

Hi, First time posting, so I could be barking up the wrong tree here. I've been setting up OTRS / SIRIOS to function the way our workflow works with our CERT. So, I've activated the Services module and created a couple of services which describes the hierarchy we operate to. I then dumped them out using PHPmysqladmin, created the real file, and uploaded the data back into the database resulting in ADMIN::Services showing the 1000+ services correctly. This is where I either hit an issue, or a misunderstanding. When raising a ticket, the Services field to select against is blank with none being offered in the pulldown. Am I barking up the wrong tree, forgotten a step. Any advice would be welcome. Regards Steve

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No such TicketID (1)!
by Grzegorz Dajuk 23 Feb '09

23 Feb '09

Hello My name is Grzeslaw and I'am new to otrs. Few weeks ago I decided to install this ticket system and tryed to configure. Averything goes good. I found a way to delete all tickets directly from the database, because unfortunetely otrs do not offer this function. it's looked like this in mysql: delete from ticket_history where id>0; delete from article_plain where id>0; delete from article where id>0; delete from ticket where id>0; And it's work nice for me. Beside this. I wrote a simple script in Article.pm file to send sms message when new ticket came. All the system works nice. But, when I wrote a simple code to check if it's an hour befeore sms sending, it just crashed, and stop sending me mail notification about new tickets. I go back witch the configuration and it still do not send me an email notification. i my email logs I saw the following lines when I post a net ticket from customer side: Feb 20 04:15:07 otrs OTRS-CGI-10[13812]: [Error][Kernel::System::Ticket::TicketGet][Line:877]: No such TicketID (1)! Feb 20 04:15:07 otrs OTRS-CGI-10[13812]: [Error][Kernel::System::Ticket::TicketGet][Line:877]: No such TicketID (1)! Feb 20 04:15:07 otrs OTRS-CGI-10[13812]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2009022010000012/HYYC] created (TicketID=37,Queue=AvaGuide,Priority=4 high,State=new) This line occur many times when i post a new ticket. What can be wrong? Iam forgot about some tables when I deleting the tickets from db? -- Pozdrawiam Grzegorz Dajuk Administrator InteliWISE IT _________________________________________________ "InteliWISE" Spółka Akcyjna z siedzibą w Warszawie (02-605) przy ul. Ursynowskiej 72, wpisana do Krajowego Rejestru Sadowego - rejestru przedsiebiorcow przez Sad Rejonowy dla m. st. Warszawy, XIII Wydzial Gospodarczy Krajowego Rejestru Sadowego, pod numerem 0000297672, posiadajaca numer identyfikacyjny REGON 140000046, NIP 525 23 23 343, kapitał zakładowy 548,891,50 PLN (w całości wpłacony). Informacje zawarte w tej wiadomości są ściśle poufne i objęte tajemnicą handlową Spółki. Wiadomość skierowana jest tylko i wyłącznie do adresata lub adresatów wymienionych powyżej. Jakiekolwiek kopiowanie lub rozpowszechnianie zawartych w tym mailu informacji jest zabronione. Jeżeli niniejsza wiadomość została doręczona przypadkowo do niewłaściwej osoby, jest ona uprzejmie proszona o natychmiastowe poinformowanie nadawcy i zniszczenie Wiadomości za jej/jego zgodą.

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how to remove to fileds queue name in customer login?
by Aung 23 21 Feb '09

21 Feb '09

Hi, When I login as customer and create new ticket, I saw a few queue name in To: filed. How can I assign individual customer to specific To: field without seeing others. I wish OTRS has forum since it will be easier to search. Regards, Aung

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