December 2010 - otrs - OTRS mailing lists

SMTPS and Google Apps (smtp.gmail.com)
by Kenneth Thorman 07 Jan '11

07 Jan '11

Hi everyone I have spent a long time testing the different suggestions here but nothing seems to work. I would like to send outgoing emails from OTRS through Google Apps. More specifically Config Options: Framework -> Core::Sendmail SendmailModule: SMTPS SendmailModule::Host: smtp.gmail.com SendmailModule::Port: 465 SendmailModule::AuthUser: XXXXXX(a)XXXXX.com (a valid username) SendmailModule::AuthPassword: XXXXXXXXXXXX (corresponding password to username above) I have added debugging in the SMTPS.pm file # debug $Self->{Debug} = 1000; # ****************** Added line $Self->{Debug} = $Param{Debug} || 0; if ( $Self->{Debug} > 2 ) { # shown on STDERR $Self->{SMTPDebug} = 1; } as well as additional debug information at # return if no connect was possible if ( !$SMTP ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Can't connect to $Self->{MailHost}: $!! Self->{FQDN} = $Self->{FQDN}Self->{SMTPPort} = $Self->{SMTPPort}Self->{SMTPTimeout} = $Self->{SMTPTimeout}Self->{MailHost} = $Self->{MailHost}Self->{User} = $Self->{User}Self->{Password} = $Self->{Password}", ); return; # ***************************** Added some more information here to see what is going on } Trying to connect on the command line is working fine root@XXXXXXXXXXXXX /vol/otrs/Kernel/System/Email #telnet smtp.gmail.com 465 Trying 216.239.59.109... Connected to smtp.gmail.com (216.239.59.109). Escape character is '^]'. Just for info retrieving emails on the same account works fine Checking modules root@XXXXXXXXXXXXXX /vol/otrs/bin #./otrs.checkModules o CGI............................ok (v3.49) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) 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 (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.33) 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 (v0.73) o Compress::Zlib..............ok (v2.024) o SOAP::Lite.....................ok (v0.710.07) o XML::Parser....................ok (v2.36) SELinux is disabled root@XXXXXXXXXXXX /vol/otrs/bin #getenforce Disabled The error that is showed when trying to send a reply email is Error: Can't connect to smtp.gmail.com: ! Self->{FQDN} = XXXXX[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Apr 12 10:18:21 2010 Message: Can't connect to smtp.gmail.com: ! Self->{FQDN} =XXXXXXXXSelf->{SMTPPort} = 465Self->{SMTPTimeout} = 30Self->{MailHost} = smtp.gmail.comSelf->{User} = XXXXXXXSelf->{Password} =XXXXXXX Traceback (24125): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 101 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2027 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.4) Line: 424 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::vol_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 203 Module: ModPerl::RegistryCooker::run (v1.88) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 (servername, usernam and passwords have been replaced by XXXXXXXX in the entire email above) All suggestions in the following links have been tried: http://osdir.com/ml/otrs.user/2004-05/msg00089.html http://lists.otrs.org/pipermail/otrs/2009-November/029454.html http://lists.otrs.org/pipermail/otrs/2009-December/029909.html http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=363 I am pretty much stumped at this. I must be missing something very obvious? Thank you in advance Regards Kenneth Thorman

8 23

GD module missing
by shrikant k 05 Jan '11

05 Jan '11

Hello all, I am using otrs 2.4.8 on windows OS recentlt i required need to generate Stats ok as was trying to generAate graphs i got an error NEED GD! so ran script checkmodule and found that GD module is missing now i tried to install it through CPAN install GD and it showed loaded ok . but still in my checkmodule its showing me an error saying GD module missing. Any help as wat should i do to get that module installed. shrikant

1 1

AgentTicketZoom: after page load, auto-scrolls to what seems to be random article (3.0.4)
by Mark Shepard 04 Jan '11

04 Jan '11

All - I'm hoping someone can help me out on this one. I am running v3.0.4, and in Frontend::Agent::Ticket::ViewZoom have set Ticket::Frontend::ZoomExpandSort to 'reverse'. This did almost exactly what I was hoping for - it did change it so the articles are sorted with the most recent on top, but, a few seconds after the page loads (e.g., https://host/otrs/index.pl?Action=AgentTicketZoom;TicketID=1489) the list of articles jumps from showing the most recent (e.g., #19, 18, 17, 16) to some other random grouping (e.g., #4, 3, 2, 1). So while it is still technically sorted correctly, I still have to scroll all the way to the top to see the latest entries. Any thoughts as to whether or not this is expected? Is OTRS trying to jump to the last un-read article? (That seems odd/incorrect if it is, as for one ticket the last un-read article is #55 and it jumps to article #40 on page load, or in the case of the screenshot below, OTRS jumps all the way to the bottom to display articles #1-4 even though I've read everything through article #15 of #19.) FWIW, I have tried on IE and FF, and both browsers are behaving the same. Here's a cropped image of what I see when the page immediately loads... [cid:image001.png@01CBA135.7B921160] And then after a few seconds, it drops to the following, without touching anything: [cid:image002.png@01CBA135.D3B76020] Thoughts? Thanks, Mark

2 2

Separate customer and agent servers
by Lars Jørgensen 03 Jan '11

03 Jan '11

Hi, If you need to give external customers access to the customer frontend, the first solution that comes to mind is to place a server with the customer frontend in the DMZ and let it talk to the internal database. Is this the best practice and do any configuration guide exist for this? Lars

4 6

Migration
by Prince Chavez 03 Jan '11

03 Jan '11

3 3

Free fields at Free Field (withn the ticket) Adding Note. Close Ticket
by Boon Yam 30 Dec '10

30 Dec '10

Hi all I have created some free text fields, my questions as below :- i) After added a note with free field information for a ticket, if I create another note again, would the same free field information of previous note appear ? if it is the same, if I change the information, does it overwrites the free field information of previous note ? possible to make it not to overwrite ? ii) Likewise for a close ticket.

2 1

how to close change
by DM_Julio Angulo 30 Dec '10

30 Dec '10

Hi, i´m testing module of change, but have a question, how to close change finished? Or maybe, anyone can share procedure manual... tnx Julio Cesar Angulo Quiroz Telf.: 997066155

1 0

changing ticket format?
by Steve Clark 30 Dec '10

30 Dec '10

Hello List, We have been using OTRS for about 6 months using the default Ticket number. We would like to change the format. Is it possible to do this without screwing things up? Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

4 5

How to setup extra fields to notes based on services
by Armando Irazabal 30 Dec '10

30 Dec '10

Hi everybody, I need to setup two fields to add to notes based on certain service of the ticket. One field has to be "select" tipe and the other "text". What we need is when a client start a ticket choosing certain service that agent can add notes including this two fields (Always visible). Regards,

1 0

CE and EE version
by Sudhir Garg 30 Dec '10

30 Dec '10

> Hello Everybody, > > Can somebody tell me difference of OTRS Community and Enterprise > edition version. > If you have a feature metrics to compare on both these version, please > share. > > This will help us to take decision in moving ahead with evaluation. > > Regards > Sudhir

1 0