August 2009 - otrs - OTRS mailing lists

Changing NumberGenerator
by Karlos Jelez 19 Aug '09

19 Aug '09

Hi List, I would like to change the NumberGenerator from "Date" to "DateCheckSum". Currently our OTRS has hundreds of tickets. Does anyone know if there are troubles after the change? Thanks in advance Karlos

1 0

upgrade from 2.3.4 to 2.4.3 missing features :(
by Rachid Zarouali 19 Aug '09

19 Aug '09

Hy all, i've recently upgraded in a vm test our otrs system to 2.4.3, but as i can see the very powerful dashboard, it seems i'm missing some of the new features like the new ticket list view, bulk action .... ? any clues why and how to gain access to all the cool new features ? Rachid

2 3

Update to 2.4.2 problem with forward tickets with attach on it
by IT easyap 19 Aug '09

19 Aug '09

Hello, i just upgrade my system from 2.2 to 2.4.2 . Every thing looks almost fine except ticket forward. When you try to forward a ticket with an attach the attach disappear. This issue only occurs with new tickets, old tickets (prior to migration) stored works fine. Our configuration is Linux Mysql Otrs 2.4.2 Web browser IE Thanks in advance for your help.

3 3

Shrink database
by Mercator GmbH 19 Aug '09

19 Aug '09

I have a problem with OTRS (old version, 1.3.2). The database has grown a lot and now it takes A LONG time to load the pages!! How can I shrink or purge the database so that it becomes faster? Just deleting the articles is - IMHO - not the right way, because the articles still remain in the database. Right?! Please help on this. I need OTRS for work and I cannot work in this way, it takes 5 minutes to load the first page and sometimes several minutes to change from one page to the other. It's not my server, because other MySQL programs just work fine! Thanks, marc

3 8

Apache::DBI/Reload and Mod_Perl support assessment
by David Holder 19 Aug '09

19 Aug '09

Hi Everyone I've got OTRS installed onto a Fedora Core 11 box and would like to resolve these performance issues: Check Comment State Check if the system use Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system use Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical I have ensured that mod_perl / apache2::reload / apache::DBI is also installed. I know for apache::DBI requires modification of the config.pm <http://config.pm> file. But with the windows version of OTRS the apache2::Reload and mod_perl were turned on by default. Excuse my Linux n00bness, would really appreciate some help with getting these issues resolved. Thanks. David

3 14

OTRS 2.4.2 Package Manager error installing ITSM module
by Mateusz Mojsiejuk 19 Aug '09

19 Aug '09

Hi people of the otrs republicI'm having issues installing the ITSM modules.Unfortunately google hasn't been helpful in this matter. OS: Debian Gnu Linux 5.0 (lenny)OTRS Version: 2.4.2 (installed from tar.gz archive)Mysql 5Apache 2.2Perl 5.10.0my.cnf has the max_allowed_packet = 20M (restarted mysql after the change) Every time i try to upload the GeneralCatalog module from the webinterface I get: ==========snip==========Error: Need ContentType! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Aug 18 23:14:02 2009 Message: Need ContentType! Traceback (4130): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.19) Line: 67 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.18) Line: 142 Module: Kernel::Modules::AdminPackageManager::Run (v1.80) Line: 962 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ==========snip========== Best Regards -M

2 6

StorageModule problem
by hpsbigcat 19 Aug '09

19 Aug '09

Dear Monsees, In fact, there are serval situation confuse me 1. some ticket can be forward with attchment, but it shows duplicate items and missed some item 2. no special found in system log 3. what's role of article_attachment? 2009/8/18 Lars Monsees <l.monsees(a)atlantismedia.de> > My OTRS is 2.4.3 on CentOS 5.2, the Ticket::StorageModule setting: > > ArticleStorageFS. My problem is ： when agent want to forward a ticket > > with attachment, but the mail didn't show that attchment. I'v checked > > var/article and found the attachment had been saved in related folder. > > At the same time, no related record in database table > > "article_attachment". Any one can help to fix it? > > > I just created a test ticket in my OTRS installation that has a PNG > attached. > When I forward the ticket, the PNG gets attached, too. There are no records > in "article_attachment". > > Do you find anything helpful in your system log? > > --

3 5

Software error message "Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4."
by Lev Davidovich 19 Aug '09

19 Aug '09

Hi I would just like to recap the events of today in the hope that someone might be able to help me and also that it will be useful for anyone else running into the same problems. I asked (wish I hadn’t now! ;-)) if there was a way of getting the System Log to display more logs than it does currently. Martin pointed out I should go to Admin Interface -> SysConfig -> Framework -> Core::Log -> LogModule Having established that I am using OTRS 2.3, which only stores 4k of sysLog data, Martin recommended I increase LogSystemCacheSize in the above module from 4k to (not above) 32k. So I clicked the element “LogSystemCacheSize” (which had been unclicked and greyed out) and changed its value from 4096 to 32000. From this point on, we have been unable to log on to OTRS; every time we do so we get the “Software Error” message Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, Martin suggested I look here http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=111 though this doesn’t make much sense to me. Is it worth trying to understand this document in order to solve this problem? I found an old entry in the OTRS lists here http://lists.otrs.org/pipermail/otrs/2003-April/001346.html which talks about removing the “shared memory segment” and then rebooting the server. Marco suggested I might be able to remove the shared memory segment “maybe with some sysinternals tool” – I am not sure whether to go down this road. After further prompting from Marco and Michael we restarted the server, which is supposed to recreate a new shared memory segment. But this has had no effect – the same error message comes up. Is there anything else we can do short of reinstalling OTRS? Thank you for your patience

5 9

I`m out of the office.
by Agnieszka Podlecka 19 Aug '09

19 Aug '09

I will be out of the office starting 2009-08-19 and will not return until 2009-08-20. I will respond to your message when I return. In any urgent case please call IT Service Desk (+48 33 8225 373) or e-mail: servicedesk_hotline(a)pl.enersys.com) URL: www.enersys.com.pl & www.enersys.com EnerSys spolka z ograniczona odpowiedzialnoscia wpisana do Krajowego Rejestru Sadowego VIII Wydzial Gospodarczy Sadu Rejonowego w Bielsku-Bialej, pod numerem KRS: 0000228962 Adres: ul. Leszczynska 73, 43-301 Bielsko-Biala, Polska. REGON: 240025215, NIP: 937-244-34-60. Wysokosc kapitalu zakladowego: 50.000.000 zlotych. Wiadomosc ta jest przeznaczona jedynie dla osoby lub podmiotu, ktory jest jej adresatem i moze zawierac poufne i/lub uprzywilejowane informacje. Zakazane jest jakiekolwiek przegladanie, przesylanie, rozpowszechnianie lub inne wykorzystanie tych informacji lub podjecie jakichkolwiek dzialan odnosnie tych informacji przez osoby lub podmioty inne niz zamierzony adresat. Jezeli Panstwo otrzymali przez pomylke te informacje prosimy o poinformowanie o tym nadawcy i usuniecie tej wiadomosci z wszelkich komputerow. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

1 0

Disabling certain attachment types
by Cook, Julian 18 Aug '09

18 Aug '09

Hello! We are implementing otrs (YAY!) and one big request is in regards to Cross Site Scripting. We need to limit which attachment types can be attached to a ticket. Barring that we could just turn off the ability to attach files. I have looked over the documentation and haven¹t found a way to do this yet. Does anyone know an easy way to turn off .exe, .vb, etc file types from being attached? If this doesn¹t exist any advice on disabling attachments would be appreciated. -- Julian Cook Securities and Exchange Commission

2 3