June 2009 - otrs - OTRS mailing lists

Automatic unlocking after moving ticket
by Frito Lay 15 Jul '09

15 Jul '09

Hi list, I would like the system to automatically unlock a ticket being moved to a queue where the agent wouldn't be able to unlock it afterwards (because of rights restrictions). Has anybody implemented this?

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UTF-8 breaks 2.3.4 SysConfig interface
by Paul 11 Jul '09

11 Jul '09

Hi all, I upgraded OTRS 2.3.3 to 2.3.4 and found that when $Self->{DefaultCharset} is set to 'utf-8', the SysConfig area of the Admin interface results in a 500 server error. Apache error logs show the following: [Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xF6" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:57 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:57 2009] index.pl: utf8 "\\xE4" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x67, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] *** glibc detected *** free(): invalid next size (normal): 0x095c6590 ***, referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: index.pl, referer: https://otrs.host/path/index.pl?Action=Admin Changing the default charset to iso-8859-1 the problem goes away. Any ideas? We need UTF-8. Reverting to 2.3.3 resolves the issue as well with utf-8. Best wishes, Paul

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OTRS Reporting
by Rabindra Pandey 02 Jul '09

02 Jul '09

Hi, I am fairly new to otrs world. I want to create a report of all tickets that have been untouched for last 3 days. Untouched is defined as a ticket which have no activity during last 3 days. Any mail sent from OTRS by system is not accounted as activity. I want create report by writing mysql script and my otrs version is 1.2.3 Any help or guidance will be greatly appreciated. Thanks

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Reg: Approval workflows
by Katta, Lokesh Katta Subramanyam 01 Jul '09

01 Jul '09

Hi All, Has anyone of you configured approval workflows? Like we require approvals for some specific requests like software installation, new hardware etc. Is there a way we configure it in OTRS so that whenever a ticket is raised for some special request there is an approval workflow, where the ProjectManager approves the ticket and later the IT department addresses the ticket. Please help. Any kind of help is greatly appreciated. Best Regards, Lokesh K S

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How to activate Customer Serach module from Tiket Interface
by Marchesi Mario 30 Jun '09

30 Jun '09

Hi, please can help me to understand how to grant the feature "Customer Search" from Ticket interface, when I try to activate this feature from a generic OTRS users I receive the following error message: [ OTRS <http://138.132.90.117/otrs/index.pl?> ] Mar 30 Giu 2009 17:57:44 Autorizzazione negata! Messaggio: No Permission to use this frontend module! Indietro <http://138.132.90.117/otrs/index.pl?> <http://138.132.90.117/otrs/index.pl#top> I'm not able to find the right property to activate this feature Thank you in advance for your help Regards Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

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database errors
by Fernando 30 Jun '09

30 Jun '09

I'm getting database errors very often while getting tickets on OTRS (more than 10%), but I don't have similar problems with other application on the same server (although OTRS is the only one running perl) my database status is like: article - 470,666 records - 375 MBs article_plain - 331,985 records - 607 MBs ticket - 189,164 records - 44 MBs ticket_history - 2,309,490 records - 300 MBs I only create tickets piping to PostMaster.pl and I currently use OTRS 2.0.1 (you don't need to read the next parentheses for diagnose :)) (I wish I could update more frequently, but I have a LOT of customizations that leaves me with a hard job when upgrading... so I only upgrade it when I think I need some new feature really bad and it doesn't worth to implement it myself security issues aren't really a concern for me because I don't allow users to login to OTRS, only agents (I only need users to get their answers by E-mail) so I'm only in danger if there're some bug in a script that can be accessed without login) anyway, do you believe this is a MySQL problem caused by something else then OTRS? and can anyone suggest a solution? I know it's probably a DBI, not OTRS, "bug", but had someone already implemented something to mitigate it? or used something else then DBI? thanks, Fernando PS: DB.pm line 432 = @FetchrowArray ... my @Row = $Self->{Curser}->fetchrow_array(); line 395 = @Prepare() ... if (!$Self->{Curser}->execute()) -----/----- DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT value0, queue_id FROM system_address WHERE valid_id in ( 1 )' Traceback (27458): Module: Kernel::System::DB::GetTableData (v1.44) Line: 601 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 46 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432, <STDIN> line 17. DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT id FROM queue WHERE name = 'Raw'' Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 443 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 88 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Found no $QueueID for Raw! Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 88 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT name FROM queue WHERE id = 1' Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 443 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 62 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Found no $Queue for 1! Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 62 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT login , first_name, last_name, email FROM customer_user WHERE LOWER(email) LIKE LOWER('contact(a)MMM.com') AND valid_id in ( 1 ) LIMIT 250' Traceback (27458): Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.36) Line: 183 Module: Kernel::System::CustomerUser::CustomerSearch (v1.21) Line: 87 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 114 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432, <STDIN> line 17. DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT id FROM ticket WHERE tn = '2009062910001201' ' Traceback (27458): Module: Kernel::System::Ticket::TicketCheckNumber (v1.181) Line: 248 Module: Kernel::System::Ticket::CheckTicketNr (v1.181) Line: 232 Module: Kernel::System::Ticket::Number::DateChecksum::CreateTicketNr (v1.13) Line: 116 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 158 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432. DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT name FROM queue WHERE id = 1' Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 443 Module: Kernel::System::Ticket::TicketCreate (v1.181) Line: 307 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Found no $Queue for 1! Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::Ticket::TicketCreate (v1.181) Line: 307 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT ts.id, ts.name, ts.valid_id, ts.comments, ts.type_id, tst.name FROM ticket_state ts, ticket_state_type tst WHERE ts.type_id = tst.id AND ts.name = 'new'' Traceback (27458): Module: Kernel::System::State::StateGet (v1.8) Line: 106 Module: Kernel::System::Ticket::TicketCreate (v1.181) Line: 319 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: No StateID for 'new'!!! Traceback (27458): Module: Kernel::System::Ticket::TicketCreate (v1.181) Line: 327 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Need TicketID! Traceback (27458): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.90) Line: 84 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Need TicketID! Traceback (27458): Module: Kernel::System::Ticket::StateSet (v1.181) Line: 2475 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Can't process email with MessageID <<E1MLRSg-00078n-7G(a)TTT.ZZZ.com>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (27458): Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85

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Configure ticket priorities (PostgreSQL)
by helpdesk 30 Jun '09

30 Jun '09

Good day, I'm trying to configure the OTRS priorities. The doc only have instruction for mysql but not for postgresql. Since I'm not that familiar with database, is there anyone outthere could provide me the instructions or link on how about I couldconfigure the priorities. Thanks, Fairuz

1 0

OTRS Ticket Customer fields
by Marchesi Mario 29 Jun '09

29 Jun '09

Hi, I'm wondering if someone can help me to understand if with OTRS 2.4 is possible add Customers fields to Ticket and define the new fields with the common filed attributes i.e. Mandatory , Type , legal values .... Thank you in advance for your help Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

2 1

user rights
by Coert Waagmeester 29 Jun '09

29 Jun '09

Hello OTRSsers! In the manual and online I have searched for a solution to this... I have about 6 users under the users group with all privileges set. As soon as I remove owner privilege, the users cant see the tickets, and gets read-only access to all.. What can I do to get around this? At the moment I have to give all user privileges to all, but I only want some people to be able to change ownership. Kind regards, Coert

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OTRS and Remote Network Access
by Daja300 28 Jun '09

28 Jun '09

Hi folks New subscriber, first question. With otrs can someone setup a vpn or login using some sorta remote management system in order to access their client's network? This company have clients in other cities and need access to their machine in order to configure their network settings and perform other tasks. Also can otrs run in Windows? They want to integrate the program with their website. Thanks Dave

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