January 2010 - otrs - OTRS mailing lists

Re: [otrs] Postmaster Cron does not start after reboot
by Gerrit Tamboer 04 Jan '10

04 Jan '10

You can remove it by outcommenting the entry. Just put # in front of the line. # */5 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null After that restart the OTRS service. That might solve your problem. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: User questions and discussions about OTRS. [mailto:otrs@otrs.org] Sent: Mon, 04 Jan 2010 20:36:17 +0100 Subject: Re: [otrs] Postmaster Cron does not start after reboot Thanks for your response. I appear to have two entries in crontab for postmaster_mailbox: */1 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null */5 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null Could this be causing the problem? How do I remove the latter entry? Cheers G.O.B. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerrit Tamboer Sent: 04 January 2010 17:46 To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Cron does not start after reboot Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk], otrs(a)otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ‘run now’ or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. _____ This email message has been scanned and delivered safely by Mimecast. _____ _____ Inbound email scanned by Mimecast. _____ _____ This email message has been scanned and delivered safely by Mimecast. _____

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Re: [otrs] Postmaster Cron does not start after reboot
by Gerrit Tamboer 04 Jan '10

04 Jan '10

Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk], otrs(a)otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ‘run now’ or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. _____ This email message has been scanned and delivered safely by Mimecast. _____

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Postmaster Cron does not start after reboot
by Gordon O'Brien 04 Jan '10

04 Jan '10

Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click 'run now' or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. ----------------------------------------------------------------------------------------------------------------------------------------- This email message has been delivered safely by Mimecast. -----------------------------------------------------------------------------------------------------------------------------------------

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Need help in reporting
by Yogesh Pawar 04 Jan '10

04 Jan '10

Hi All, I am using OTRS 2.4.3.We are using OTRS in customer support field. We have total 6 engineers.I want to create the report which includes which engineer has closed the ticket & how many tickets he closed. Please help me in creating the reports in OTRS Yogessh

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Upgrade from OTRS 2.3.2 to 2.4.5
by Bruce Quinney 04 Jan '10

04 Jan '10

Hi, I've just updated from 2.3.2 to 2.4.5 following the instructions in the upgrade file with the exception that I had to manually copy the files into their correct location as I couldn't find a package that worked with Ubuntu 8.10. This worked fine and everything now runs ok except that the screens say Powered by OTRS 2.3.2 <http://otrs.org/> . This wouldn't cause me any problems except I have FAQ installed which now doesn't work, and when I try to upgrade to FAQ 1.6.5 it says that otrs has not been upgraded. What have I missed? Thanks Bruce

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First line of the OTRS Screen (the black one)
by Martignier, Philippe 04 Jan '10

04 Jan '10

Hi there, I changed the name of the system and it is a longer one than the previous one ... the fact is that it takes now two lines on the black line (on the top of the screen) but there is room for the new name in one line. Is there a way I can parameter this via the sysconfig? Many thanks Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Re: [otrs] 2.4.5 : bug : postmaster filter does not work with sub
by Martignier, Philippe 04 Jan '10

04 Jan '10

Thanks I will try that, I didn't knew that facility ! Should be in the manual :) Many thanks! Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 30. décembre 2009 13:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 119 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. 2.4.5 : bug : postmaster filter does not work with sub queues (Martignier, Philippe) 2. Re: 2.4.5 : bug : postmaster filter does not work with sub queues (Martin Edenhofer) 3. Re: 2.4.5 : bug : postmaster filter does not work with sub queues (Nils Leideck - ITSM) ---------------------------------------------------------------------- Message: 1 Date: Wed, 30 Dec 2009 11:01:39 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] 2.4.5 : bug : postmaster filter does not work with sub queues To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13064F5DC815(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, Everything is in the subject ... should you need to do filter that redirect tickets to certain queue is only possible with a queue of level 1 (meaning a "normal queue"). If you try to use a sub-queue (level 2 for example), it does not work. Annoying bug ... Thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Possible Restore of Tickets after Delete by Generic Agent
by Christian Hecht 03 Jan '10

03 Jan '10

Hi, we have the Problem that an Generic Agent has delete all Tickets of us. Dec 23 20:25:01 ticketing cron[5339]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:25:57 ticketing sshd[5341]: Invalid user from 10.80.4.5 Dec 23 20:25:57 ticketing sshd[5341]: Failed none for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:25:58 ticketing sshd[5341]: Failed password for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:28:42 ticketing sshd[5344]: Invalid user from 10.80.4.5 Dec 23 20:28:42 ticketing sshd[5344]: Failed none for invalid user from 10.80.4.5 port 2946 ssh2 Dec 23 20:30:05 ticketing cron[5350]: (root) CMD (test -x /usr/sbin/run-crons && /usr/sbin/run-crons ) Dec 23 20:30:07 ticketing cron[5362]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Dec 23 20:30:07 ticketing cron[5364]: (root) CMD (/sbin/hwclock -s) Dec 23 20:30:08 ticketing cron[5366]: (otrs) CMD ($HOME/bin/GenericAgent.pl -c db >> /dev/null) Dec 23 20:30:08 ticketing cron[5368]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:31:01 ticketing sshd[5370]: Did not receive identification string from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Invalid user from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Failed none for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:33:19 ticketing sshd[5374]: Failed password for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:35:01 ticketing cron[5378]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:35:01 ticketing cron[5379]: (otrs) CMD ($HOME/bin/UnlockTickets.pl --timeout >> /dev/null) Dec 23 20:35:49 ticketing sshd[5382]: Invalid user from 10.80.4.5 Dec 23 20:35:49 ticketing sshd[5382]: Failed none for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:50 ticketing sshd[5382]: Failed password for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5367]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5310]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Error][Kernel::System::GenericAgent::JobAdd][Line:820]: Can't add job 'Delete-Call', job already exists! Dec 23 20:36:01 ticketing cron[5388]: (root) CMD (/sbin/hwclock -s) Dec 23 20:36:04 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000051/3068). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000069/3069). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000078/3070). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2008020530000087/3071). The Problem is, we have an Error in our Backup and i can only Back to 07.12.2009 but i need 22.12.2009. thanks for Help > > OTRS: 2.1.6 > OS: Gentoo 3.4.6-r1 > Apache: ? > MySQLVer 14.12. Distrib 5.0.26 > > Thanks Allot ______________________________________________________ GRATIS für alle WEB.DE-Nutzer: Die maxdome Movie-FLAT! Jetzt freischalten unter http://movieflat.web.de

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Postmaster Filter - rewrite subject line?
by hkomreg3＠gov.si 03 Jan '10

03 Jan '10

Hi James, I have the exact same problem that you already solved. I'm some kind of newbe in OTRS and based on your response to Richard, I decided to install OTRS and try the solution. Would you be please so kind and share the solution with this mailing list? Best regards, Marko Hi Richard, I had the same problem when using OTRS against one of our partner's RT systems. Our OTRS email address is actually registered as an agent in RT, so we get a copy of everything noted on tickets, and sent/received from customers. The only problem with this is that they come through with RT's subject line headers, rather than a reference to the OTRS ticket number - since they never actually write directly to OTRS. I wrote a script that the mail gets piped through (from Sendmail) before it gets to the Postmaster script. That script checks the subject line for the RT ticket number and then checks the OTRS ticket table for that RT number in one of the TicketFreeText fields and then if it finds one modifies the subject line to include the ticket number it found that RT number in the TicketFreeText of. If not, it doesn't modify the subject allowing a new ticket to be created. The beauty of this system is that it means I'll only ever have one OTRS ticket per RT ticket. It also seems to handle merged OTRS tickets of multiple RT tickets just fine which is a bonus. While it's at it, it changes the ticket type to customer-email-internal for RT notes and email-external for emails they send out. Pretty cool. I hope this solution might help you get where you want to be. James. -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Richard Cross Sent: Thursday, 10 December 2009 10:45 PM To: otrs at otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi, I have OTRS set up to receive Hyperic HQ email alerts. These work fine, but when I fix something in Hyperic, it sends out a new alert message with the same subject, suffixed with the word "fixed". The problem I have is that, because the subject line is different, OTRS raises a new ticket for what are really just follow-ups. What I would like to do is have OTRS rewrite the subject line to remove the word "fixed", thereby preventing it from creating a new ticket. I tried this in the Postmaster Filter section, but it won't let me select "Subject" in the "Set" section. I know the manual suggests that you can use Kernel::System::PostMaster::Filter::Match to write your own filter rules, but I'm not sure what the supported "Set" key/values are - if they're the same as provided by the UI, then I'll still have the same problem. Can someone suggest a solution? Regards, Richard Cross. --------------------------------------------------------------------- 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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otrs 2.4.5 - Compose Answer (email) - Premature end of script headers
by Piotrek 03 Jan '10

03 Jan '10

Hi, I just installed OTRS version 2.4.5 (using rpm @ otrs.org) Everything is working well except one thing. In order to compose an answer (empty email) and submitting it nothing happened for approx. 2 minutes. Then I got "Internal Server Error" (CentOS 4.x) or "Proxy error" (CentOS 5.4) and email has been sent to the recipient. There are some entries in logs: /etc/httpd/logs/error_log: [Sun Jan 03 22:20:15 2010] [error] [client 10.10.1.240] Premature end of script headers: index.pl, referer: http://10.10.1.73/otrs/index.pl?Action=AgentTicketCompose&ResponseID=1&Tick… /tmp/otrs.log [Sun Jan 3 22:20:17 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"****" <****>' from '****'. HistoryType => SendAnswer, Subject => Re: [Ticket#2010010110000066] t14; I'm running: CentOS v. 4.x(kernel 2.6.18-164.2.1.el5.028stab066.10 - OpneVZ VPS) OTRS v2.4.5 apache 2.0.52 mysql 4.1.22 perl v5.8.8 perl modules: o CGI............................ok (v3.48) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.24) o DBI............................ok (v1.40) o DBD::mysql.....................ok (v2.9004) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.031) o Encode::HanExtra...............ok (v0.23) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.66) o Net::POP3......................ok (v2.28) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.31) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.31) o GD.............................Not installed! o GD::Text....................Not installed! o GD::Graph...................Not installed! o GD::Graph::lines............Not installed! o GD::Text::Align.............Not installed! o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.023) o SOAP::Lite.....................ok (v0.710.10) o XML::Parser....................ok (v2.34) I got the same behavior running CentOS 5.4 May I ask for some suggestion / help please. -- Best Regards Peter

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