April 2009 - otrs - OTRS mailing lists

error executing PostMasterMailbox.pl
by maximx86 08 May '09

08 May '09

Hi, I installed OTRS 2.3.2-2 on Ubuntu 9.04 from its repositories. It works perfectly, The only thing I cannot get set up is PostMasterMailbox.pl to schedule fetching emails from the POP account. It works fine when in Mail Account Management i click 'Run Now!' When I execute the file I get: Can't locate /etc/otrs/database.pm in @INC (@INC contains: /usr/share/otrs/Kernel/cpan-lib /usr/share/otrs /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /usr/share/otrs/Kernel/Config.pm line 25. BEGIN failed--compilation aborted at /usr/share/otrs/Kernel/Config.pm line 35. Compilation failed in require at PostMasterMailbox.pl line 36. BEGIN failed--compilation aborted at PostMasterMailbox.pl line 36. What can I do to fix it? Thanks

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Re: [otrs] Change queue without being owner
by Javier Barroso 05 May '09

05 May '09

Response to [1] (I can't reply from gmail :( now ) Ticket::Frontend::MoveSetState: did the trick [1] http://lists.otrs.org/pipermail/otrs/2009-January/025447.html

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Notify customer users when a new ticket is created
by Aysel Pamuk 30 Apr '09

30 Apr '09

Hello, I would like to notify all customer users in the company when a new ticket is created. How can I do this? Regards, Aysel

2 1

auto response not working
by Amanpreet Singh 30 Apr '09

30 Apr '09

hi, i have installed OTRS on Debian, its working fine sending & receiving the tickets, i have set a auto responder for new tickets in the queue, the problem is the sender of the ticket never receive the auto response, system log shows the following errors: OTRS-PM3-10[15211]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1053/Test Ticket-032] created (TicketID=134,Queue=Suppo$ OTRS-PM3-10[15211]: [Error][Kernel::System::Email::SMTP::Send][Line:87]: Can't use from: ! Enable debug for more info! OTRS-PM3-10[15211]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [1053] ($ OTRS-PM3-10[15211]: [Notice][main::FetchMail] Fetched 1 email(s) from aman@eurus.net@pop.fatcow.com. when enable the debug,shows OTRS-PM3-10[11202]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1051/Test Ticket-030] created (TicketID=132,Queue=Suppo$ OTRS-PM3-10[11202]: [Error][Kernel::System::Email::SMTP::Send][Line:127]: Can't connect to smtp.fatcow.com: Bad file descriptor! OTRS-PM3-10[11202]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [1051] ($ OTRS-PM3-10[11202]: [Notice][main::FetchMail] Fetched 1 email(s) from aman@eurus.net@pop.fatcow.com. help plz, thanks in advance. -- regards: Amanpreet Singh

1 1

SLA and customers' replies
by Stefano Coletta 30 Apr '09

30 Apr '09

Hello, we are facing a problem with SLAs and the fact that for some tickets we need a customer reply before proceeding. Example: 1) We have a 24H SLA for a ticket and 2 hours have already elapsed since its creation. 2) Then we need to send an email to a customer requiring additional info. 3) The customer replies after 10 hours, leaving us only 24h - 2h - 10h = 12 hours left to solve the ticket. This behaviour is not acceptable for us because it is not our fault if the customer replied in 10 hours. We should be able to put a ticket "On Hold" and this should also not count against the SLA for the ticket, for example when we put the ticket in state "waiting". It should resume counting time if the customer replies or we change the state to any "non waiting" one. Do you know if OTRS 2.3.3 supports this or how it can be implemented? -- Greetings, Stefano Coletta Unidata S.p.a. Via Portuense, 1555 - 00143 Roma Tel +39 06404041 Fax +39 0640404002 E-mail s.coletta(a)uni.it

1 0

Type by mail
by Stefano Coletta 30 Apr '09

30 Apr '09

Hello, I'm using OTRS 2.3.3 and I've enable the ticket type feature. I've set only two types: problem, request. Now, when a customer opens a ticket via web, he can set the ticket type. When a customer opens a ticket via email, OTRS sets the ticket type to "problem". With default settings OTRS categorizes all tickets as problems that of course, is incorrect. I would like to change the default behaviour and leave the ticket type field empty when OTRS receives an email. After, the operator will manually set the ticket type by reading the content of the ticket. How can I make this happen? Thank you. -- Stefano Coletta Unidata S.p.a. Via Portuense, 1555 - 00143 Roma Tel +39 06404041 Fax +39 0640404002 E-mail s.coletta(a)uni.it

1 0

Installation Error in Ubuntu
by raviproff＠gmail.com 30 Apr '09

30 Apr '09

Hi I tried to install otrs2 in ubuntu I got below error msg, Please help me root@ServerOSS:/home/ravi# apt-get install otrs2 Reading package lists... Done Building dependency tree Reading state information... Done otrs2 is already the newest version. The following packages were automatically installed and are no longer required: pwgen mythtv-common mobile-broadband-provider-info gnome-themes-selected tango-icon-theme python-pkg-resources odt2txt python-rdflib Use 'apt-get autoremove' to remove them. 0 upgraded, 0 newly installed, 0 to remove and 0 not upgraded. 1 not fully installed or removed. After this operation, 0B of additional disk space will be used. Setting up otrs2 (2.3.2-2) ... dbconfig-common: writing config to /etc/dbconfig-common/otrs2.conf *** WARNING: ucf was run from a maintainer script that uses debconf, but the script did not pass --debconf-ok to ucf. The maintainer script should be fixed to not stop debconf before calling ucf, and pass it this parameter. For now, ucf will revert to using old-style, non-debconf prompting. Ugh! Please inform the package maintainer about this problem. Replacing config file /etc/otrs/database.pm with new version granting access to database otrs2 for otrs@localhost: already exists. creating database otrs2: success. verifying database otrs2 exists: success. populating database via sql... done. dbconfig-common: flushing administrative password Module perl already enabled ERROR: Module rewrite not properly enabled: /etc/apache2/mods-enabled/rewrite.load is a real file, not touching it dpkg: error processing otrs2 (--configure): subprocess post-installation script returned error exit status 1 Errors were encountered while processing: otrs2 E: Sub-process /usr/bin/dpkg returned an error code (1) root@ServerOSS:/home/ravi# Thanks, Ravi

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FAQ module
by Mani Padisetti 30 Apr '09

30 Apr '09

1 0

customer specific service catalog
by Mani Padisetti 30 Apr '09

30 Apr '09

Morning Is it possible to create and maintain separate services for each customer company in OTRS? If yes, can you pls advise how? Many thanks Rgds Mani

1 0

Ticket Escalation on OTRS 2.3.4
by Ronaldo Richieri 30 Apr '09

30 Apr '09

Hi guys, I'm using otrs 2.3.4. I'd like to set up escalation to a Queue. I have tried to set it on "Escalation - First Response Time" and "Escalation - Solution Time". But in both cases, the system only shows a message at notification Area. I thing it should show only the escaleted tickets for the agents, but it shows all tickets and escaleted tickets notifications. Is it the way it should work? Thanks, -- Ronaldo Richieri (15) 8818-2009

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