August 2009 - otrs - OTRS mailing lists

New Ticket Notifications
by Jeff Travers 12 Aug '09

12 Aug '09

I'm running OTRS on an IIS 6 box with a MySQL backend DB. I've upgraded to 2.4.2 without any issues. Under 2.3.4 I was only receiving new ticket notifications in my monitored queues if the ticket was left in an open state. Under the new build I'm receiving notifications even if a ticket is submitted and closed in the same action. Is there a way to configure the system to send notifications only if the ticket is left open? I can't recall if or where we made this setting under 2.3.4. Thanks!

2 4

Help Fetching emails via POP3 or IMAP under Windows
by Matt Reidy 12 Aug '09

12 Aug '09

Are there any step-by-step guides to receiving emails under Windows beyond what is included in Chapter 7 of the admin guide? Thanks, -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

6 7

Article storage on disk concerning junk mails
by Lars Monsees 12 Aug '09

12 Aug '09

Hi, I couldn´t find info wether the corresponding files will be deleted on disk when a ticket is moved to the junk queue and deleted. If that didn´t happen there would be lots of files cluttering up the disk. Anyone got any information? Lars

2 4

Notification Emails not being sent to external email addresses
by Jonathan Clayton 12 Aug '09

12 Aug '09

Hi, My setup of OTRS will not send any notification type emails to external addresses. Currently, I have a admin (Jon), and have setup his email to be jon(a)internaldomain.co.uk. Then when messages are sent back and forth and external users/customers to update new tickets, Jon will received notification emails perfectly well, such as "you have a follow up" or "a ticket has been updated", this is great. However, as Jon now wants to be able to get notifications sent to his external "googlemail" account, I tried changing over his email from jon(a)internaldomain.co.uk , to his external email, jon(a)googlemail.com Now none of the notification emails ever reach his googlemail account, neither do they go into the "spam" folder. It is the same if he uses any other external email account like jon(a)yahoomail.co.uk. What I don't understand is why, if you update a ticket, all external emails addresses are emailed fine. Also if you email jon from the admin email screen, he receives the email. Currently our setup is to use SMTP to an exchange server which is located on our network. It's almost like when notifications are sent out, they are using sendmail rather than SMTP?? Could this be the case? How can normal emails and ticket updates work, while email notifcations work fine internally, but not to external emails!!! Its weird and baffling me, I've tried everything! Please can someone help me with this before I rip my hair out. Best regards, Jon. The information in this e-mail (which includes any files transmitted with it) is confidential and may also be legally privileged. It is intended for the addressee only. Access to this e-mail by anyone else is unauthorised. It is not to be relied upon by any person other than the addressee except with our prior written approval. If no such approval is given, we will not accept any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting, on such information. Unauthorised recipients are required to maintain confidentiality. If you have received this e-mail in error please notify us immediately, destroy any copies and delete it from your computer system. Any use, dissemination, forwarding, printing or copying of this e-mail is prohibited. Copyright in this e-mail and any document created by us will be and remain vested in us and will not be transferred to you. We assert the right to be identified as the author of and to object to any misuses of the contents of this e-mail or such documents. Moneyplus Group is part of the MoneyPlus Group Limited (registered no. 05528673) Registered office: Lawson House, 22-26 Stockport Road, Altrincham, Cheshire WA15 8EX Registered in England and Wales.

4 5

Dashboard logs SQL errors in PerlEx
by Jeff Travers 12 Aug '09

12 Aug '09

Upgraded from 2.3.4 to 2.4.2 on IIS6 with a MySQL DB. The dashboard is not displaying anything under "New Tickets". Also, each time I click on the dashboard there is an error generated in PerlEx. ----------- *** 'C:\otrs\bin\cgi-bin\index.pl' log message at: 2009/08/12 08:33:25 [Wed Aug 12 08:33:24 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:24 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, ' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 ORDER BY st.create_time_unix DESC LIMIT 10' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.16) Line: 179 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 [Wed Aug 12 08:33:24 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:24 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT ' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT 10000' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.16) Line: 198 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 [Wed Aug 12 08:33:24 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:24 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, ' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT 10000' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.16) Line: 198 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 [Wed Aug 12 08:33:24 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:24 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND ' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT 10000' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.16) Line: 198 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 [Wed Aug 12 08:33:25 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time >= 1250079505 ORDER ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:25 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time >= 1250079505 ORDER ' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time >= 1250079505 ORDER BY st.until_time ASC LIMIT 25' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardCalendar::Run (v1.11) Line: 100 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458

2 1

OTRS-CGI-10 Need UserLogin or UserID!
by Hien HUYNH HUU 12 Aug '09

12 Aug '09

Hi all, I don't know when I check system log , I receive a lot of errors as subject "OTRS-CGI-10 Need UserLogin or UserID!" Please help me to fix this problem Best regards, Huu Hien

1 0

customer LDAP login from child domain
by adept 12 Aug '09

12 Aug '09

just wondering if anyone can provide some guidance as to how best configure OTRS customers to be logged in via LDAP from two domains (one is a sub domain, trusted by the top level) currently we have two domains (domainA + domainB) - some clients/customers are a member of domainA, others are in domainB i would like to grant both these groups access to the customer interface. example schema AUWIN2k3.domainA.local |_ AUWIN2k8.domainB.local i have tried copying my config for domainA into Config.pm to no avail...

1 0

Apache performance with OTRS
by David Holder 11 Aug '09

11 Aug '09

Hi Everyone, I've got a Windows OTRS install in a VM on a pretty beefy server (3ghz, allocated 2GB Ram etc). I've noticed however that the apache service will very frequently go to 100%, even during simple tasks such as logging into the admin interface. Does anyone have any hints/tips regarding apache performance with OTRS? Thanks, David

2 1

docs for new event-based notification?
by Alan McKay 11 Aug '09

11 Aug '09

OK, I don't see any at http://doc.otrs.org/2.4/en/html/ Specifically looking for examples of how to set it up so that customer gets email notification when (1) new ticket created, and (2) ticket closed thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 10

Apache demon crashing via customer using IE
by David Holder 11 Aug '09

11 Aug '09

Hi Chaps, I've installed OTRS on a Windows Server 2008 VM, working with LDAP etc. When I log into the customer interface on any machine on my network it crashes the apache service on my OTRS server and logs the following error messages: [Tue Aug 11 14:07:04 2009] [error] [client 192.168.1.181] (20024)The given path is misformatted or contained invalid characters: Cannot map GET /otrs/$Env%7B%22Baselink%22%7DAction=CustomerTicketSearch&Subaction=OpenSearchDescriptionTicketNumber HTTP/1.1 to file [Tue Aug 11 14:07:49 2009] [notice] Parent: child process exited with status 255 -- Restarting. [Tue Aug 11 14:08:08 2009] [notice] Apache/2.2.10 (Win32) PHP/5.3.0 mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations Has anyone experienced this before? Thanks, David

2 1