July 2009 - otrs - OTRS mailing lists

FAQ: receiving emails through IMAPS
by Mauricio Tavares 03 Aug '09

03 Aug '09

Quick interface question: in the postmaster mail account page (Admin->PostMaster Mail Account), how do you setup an email to receive messages through imaps? From the documentation, I believe it can be done using procmail/formail, but I was wondering if it can be done right from the otrs web interface. I guess what confuses me is that under [Mail Account Management], I can only add a POP3 account. And then, under [Note] there is a form-looking thingie that seems to do what I want but I do not see how can I make anything I enter there be committed/assigned to the user. Am I being clear as stirred mud as usual?

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Help with email configuration and testing
by Eureka63 Bis 03 Aug '09

03 Aug '09

If I run otrs.checkModules I get the list below. Why Net::POP3::SSLWrapper and Net::IMAP::Simple::SSL are missing? >From our postmaster I understand we need SSL over IMAP/POP3 and SMTP. I suppose SSL over POP3 means the OTRS option POP3S. C:\Program Files\OTRS\OTRS\bin>..\..\StrawberryPerl\perl\bin\perl.exe otrs.checkModules o CGI............................ok (v3.42) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.005) o Digest::MD5....................ok (v2.38) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.821) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07_01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.63) o Net::POP3......................ok (v2.29) o Net::POP3::SSLWrapper.......not installed! (not required / for SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......not installed! (not required / for SSL connections) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.39) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.69) o Compress::Zlib..............ok (v2.015) o XML::Parser....................ok (v2.36)

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HELP - Move notification email
by Daniel Tangen - Trigcom AS 03 Aug '09

03 Aug '09

Hi, When I move a ticket into another queue a notification is sent to the customer database email address. Is it possible to change this so that it goes to the sender email address instead? Best Regards DT

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Re. OTRS upgrade 2.3.4 --> 2.4.1 perl error
by Lakshan Fernando. 03 Aug '09

03 Aug '09

Hi, I try to upgrade OTRS 2.3.4 to OTRS 2.4.1, the database upgrade script DBUpdate-to-2.4.mysql.sql run successfully, I use backend DB as oracle 10g r2. but after when i try to run the DBUpdate-to-2.4.pl script as otrs user it gives me perl error, ................. [otrs@otrs scripts]$ ./DBUpdate-to-2.4.pl Start migration of the system... ERROR: Currently you are using Perl, but Perl v5.8.6 is required for technical reasons! In order to use this version of OTRS, you need to have Perl v5.8.6 installed. Otherwise you can also use an older version of OTRS. .............. i have no idea why it gives this because with otrs user when i check the perl version it shows correctly. as follows .............. [otrs@otrs scripts]$ perl -v This is perl, v5.8.6 built for i686-linux Copyright 1987-2004, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using `man perl' or `perldoc perl'. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. .............. does some one has any clue re. this error, how can i solve this and upgrade it to 2.4.1 version. this is sort of argent because my company want's to use the MANAGEMENT DASHBOARD feature very badly. Thanks you Lakshan.

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Escalated ticket time too big...
by diego.giardinetto＠zephirworks.com 31 Jul '09

31 Jul '09

Hi all, I just upgraded to otrs 2.4.2 and escalated ticket have strange time values: in dashoboard view, time shown is like 344960 hours and 50 mins or other values like this... Any ideaa? Thx, Diego ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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OTRS 2.4.2 first login
by Alan McKay 31 Jul '09

31 Jul '09

Hey folks, I wiped my DB and started over, and am to the point in the install where I am testing the first login. The instructions for 2.4.2 are the same as 2.3.4 and say to use "root@localhost" and "root", but that is not working. Maybe it is not connecting to the DB properly? Something else? How can I test the DB connection? I just now went into Kernel/Config.pm and changed the password to something I know is wrong, and index.pl does not complain that it cannot connect. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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2.4.2 dashboard does not work after upgrade
by Alan McKay 31 Jul '09

31 Jul '09

As soon as I click the new "dashboard" link :-( Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm line 210. For help, please send mail to the webmaster (support(a)recognia.com) giving this error message and the time and date of the error. ---snip--- [root@mon-one:/opt/otrs]# perl -cw /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm syntax OK -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Re: [otrs] Problem with authentication on otrs 2.4.2
by Aquiles Cohen 31 Jul '09

31 Jul '09

i dont tried this yet but the problem is not if a third step can fix the first login. the problem is that the default setup in a clean installation is not working as usual. Alan McKay has make the same post with the same problem with the subject "OTRS 2.4.2 first login" I've upgrade yesterday the otrs version to the last version 2.4.2 and there are not any problem. but with a clean installation with the installer.pl is not working as must be. Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com On Fri, Jul 31, 2009 at 6:01 AM, Michiel Beijen <michiel(a)beefreeit.nl>wrote: > SO strange, I can not reproduce this on Win2003 or Vista. Did you try > restarting the services? > > What happens if you'd create a user manually? > > C:\winOTRS\OTRS\bin>..\..\StrawberryPerl\perl\bin\perl.exe otrs.addUser -f > first -l last -p secret -g admin -e michiel+admin(a)beefreeit.nl<michiel%2Badmin(a)beefreeit.nl>temp > User added. user id is 2 > Found Group.. GID is 2 > User added to group > > This would add a user with username *temp* and password *secret*. After > execution of this command you should be able to log in with these > credentials. > > HTH... > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > On Thu, Jul 30, 2009 at 16:34, Aquiles Cohen <aqcohen(a)gmail.com> wrote: > >> i finished the web installer process. i tried this a twice and the problem >> is the same... >> >> i'm running windows 7rc (as otrs test machine) and the services are >> running. the only problem is the username and password on default setup. >> it's seem a bug. >> >> Aquiles Cohen.- >> >> Homepage : http://aqcohen.blogspot.com >> >> >> On Thu, Jul 30, 2009 at 9:31 AM, Michiel Beijen <michiel(a)beefreeit.nl>wrote: >> >>> But did you finish the web based installer? Or are you trying to run the >>> web based installer? >>> -- >>> Michiel Beijen >>> Software Consultant >>> +31 6 - 457 42 418 >>> Bee Free IT + http://beefreeit.nl >>> >>> >>> On Thu, Jul 30, 2009 at 16:16, Aquiles Cohen <aqcohen(a)gmail.com>wrote: >>> >>>> :) thanks michiel that was my first try. but the problem is that is a >>>> clean installation and that username and password is not working. like the >>>> documentation says. >>>> >>>> >>>> >>>> Aquiles Cohen.- >>>> >>>> Homepage : http://aqcohen.blogspot.com >>>> >>>> >>>> On Thu, Jul 30, 2009 at 9:10 AM, Michiel Beijen <michiel(a)beefreeit.nl >>>> > wrote: >>>> >>>>> try >>>>> *root@localhost* and password *root* >>>>> -- >>>>> Michiel Beijen >>>>> Software Consultant >>>>> +31 6 - 457 42 418 >>>>> Bee Free IT + http://beefreeit.nl >>>>> >>>>> >>>>> On Thu, Jul 30, 2009 at 16:00, Aquiles Cohen <aqcohen(a)gmail.com>wrote: >>>>> >>>>>> Hi, i'd tried two clean installation using otrs 2.4.2 for windows >>>>>> and it seems has a problem with the default setup. >>>>>> >>>>>> otrs@localhost and password otrs is not working. >>>>>> >>>>>> Aquiles Cohen.- >>>>>> >>>>>> Homepage : http://aqcohen.blogspot.com >>>>>> >>>>>> --------------------------------------------------------------------- >>>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>>> Archive: http://lists.otrs.org/pipermail/otrs >>>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>>> >>>>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>>>> >>>>> >>>>> >>>>> --------------------------------------------------------------------- >>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>> Archive: http://lists.otrs.org/pipermail/otrs >>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>> >>>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>> Archive: http://lists.otrs.org/pipermail/otrs >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>> >>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>> >>> >>> >> >

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POP3s on Windows
by Löffler Thomas J. 31 Jul '09

31 Jul '09

Hi, Installed version 2.4.1 on Windows + would like to use a POP3s PostMaster Mail Account. But it's not available, altough "POP3S.pm" is there. Any hint what to do? Thanks in advance for help, Thomas

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Survey Module again
by Walter R. Moore 31 Jul '09

31 Jul '09

I have been trying to get the Survey module to work without success. The package manager says it is correctly installed, and it appears in sysconfig, but closing a ticket in a queue with an associated survey never generates a survey. The "SendPeriod" is set to 0. No errors appear in any log so I am not sure how to debug this problem. I'd appreciate any advice. Versions (updated today, in fact): OTRS 2.4.2 Survey 1.1.7 # OTRS config file (automaticaly generated!) # VERSION:1.1 package Kernel::Config::Files::ZZZAuto; sub Load { my ($File, $Self) = @_; $Self->{'Survey::SendNoSurveyRegExp'} = '(MAILER-DAEMON|abuse)@.+?\\..+?'; $Self->{'Survey::NotificationSender'} = 'otrs(a)eckerd.edu'; $Self->{'Survey::SendPeriod'} = '0'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=eckerd college,c=us'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.eckerd.edu'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'SendmailModule::CMD'} = '/usr/lib/sendmail -i -f '; $Self->{'LogModule::LogFile'} = '/usr/local/otrs/var/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'AdminEmail'} = 'otrs(a)eckerd.edu'; $Self->{'FQDN'} = 'cgi.eckerd.edu'; $Self->{'SecureMode'} = '1'; } 1; -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr Solitudinem faciunt pacem appellant. (They make a wilderness and call it peace.) ---Tacitus, reporting the words of Calgalus

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