February 2010 - otrs - OTRS mailing lists

error message about IMAPS in the log
by Martignier, Philippe 22 Feb '10

22 Feb '10

Hi there, I often get that message coming in red in the log: IMAPS: Can't connect to mail.wipo.int I know we got some problems here with Oultook and servers but can it be related? Does it means I am losing mails/tickets ? Many thanks for your help as this error stress me! Cheers, Philippe 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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How to add more FreeTime Fields ?
by Abdul Basit 22 Feb '10

22 Feb '10

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One More Ticket FreeTime Field addition
by Abdul Basit 22 Feb '10

22 Feb '10

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Unicode support for OTRS MSSQL Database
by ravi shanker 21 Feb '10

21 Feb '10

Hi Does the default schema and scripts given by OTRS for MSSQL database support multilingual capability. Or do we need to enable this(unicode) feature in database. Ravi Shankar

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Dynamic Statistic: Ticket Average stat produces 0
by James, Michael 20 Feb '10

20 Feb '10

Hello All, When generating a stat using the Average Ticket Time option under Dynamic Objects for a few queues, the time results are always returned as "0" zero. It doesn't matter which of the available 9 calculations available are used, all produce 0. Other reports (ticket count, etc) are working ok, I only see the problem with the calculations using time. Is there a config item in sysconfig i've overlooked to activate that? I use OTRS 2.4.4 on Ubuntu 8.04.3 LTS using MySQL 5.0.51. Many thanks in advance for any useful Tipps. Thanks Mike James

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OTRS install on CentOS 5.4 - OTRS user problems
by Neil Grantham 20 Feb '10

20 Feb '10

Following the OTRS manual to do a manual install Chapter 3.2 Installation from Source Quote: "Because the modules of OTRS should not be executed with root rights, you should add a new user for OTRS as the next step. The home directory of this new user should be /opt/otrs. If your web server is not running with the same user rights as the new otrs user, which is the case on most systems, you have to add the new otrs user to the group of the web server user: linux:/opt# useradd -r -d /opt/otrs/ -c 'OTRS user' otrs linux:/opt# usermod -G nogroup otrs linux:/opt#" OK, So I added the user with the first command (as root), but as reported yesterday, I got an error usermod: invalid numeric argument 'nogroup' with the second command, so I presume that the group didn't exist and I added it with groupadd nogroup However, I assume from the above instructions I should now login as 'otrs' to install the product, but when I attempt to do this I get the error: User's $HOME/.dmrc file is being ignored. This prevents the default session and language from being saved. File should be owned by user and have 644 permissions. User's $HOME directory must be owned by user and not writable by other users So, it seems that the group of the 'Web server user' (nogroup) didn't exist, and despite running the useradd command it hasn't created a login file Has anyone else run into this type of problem, or can some Linux guru help me with this please. Every step seems to be fraught with hiccups so far! Perhaps I missed installing something with CentOS when I built the image? Many thanks Neil

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I will be on Medical Leave starting Mon Feb 22 and returning on Mon Mar 8 (tentatively).
by Sri.Ramadurai＠hitachigst.com 20 Feb '10

20 Feb '10

I will be out of the office starting 02/19/2010 and will not return until 03/08/2010. I will be on medical leave starting Mon Feb 22 and will return on Mon Mar 8. During my absence, Fayaz Syed, available at 408-717-8925, will be my delegate. Please escalate all SAP, BI and HCM Issues to him. All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

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I will be on Medical Leave starting Mon Feb 22 and returning on Mon Mar 8 (tentatively).
by Sri.Ramadurai＠hitachigst.com 20 Feb '10

20 Feb '10

I will be out of the office starting 02/19/2010 and will not return until 03/08/2010. I will be on medical leave starting Mon Feb 22 and will return on Mon Mar 8. During my absence, Fayaz Syed available at 408-717-8925 will be my delegate. Please escalate all SAP, BI and HCM Issues to him. On HCM issues, please contact Chiu Peng Fang (in AP) and cc Fayaz Syed. For BI, DW and BIS, please contact Dave Owens and cc Fayaz Syed. For SAP, please contact Chiu Peng Fang and/or Fayaz Syed. On Production Support Issues, please call the Application Service Desk at 408-717-8500 and cc Chiu Peng Fang, Valerie Trang & Fayaz Syed. On OTRS Issues, please contact Valerie Trang or Sailor Huang. All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

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Stop Age after closing the ticket
by ramana 19 Feb '10

19 Feb '10

Hi Team, How to Stop Age after closing the ticket. Regards, Ramana

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no connection to syslog available
by Deniz Rende 19 Feb '10

19 Feb '10

Hi Folks, I installed otrs on a Solaris 10 x86 zone with ActivePerl 5.10 solaris pkg. The installation went smoothly and I was able to set up mysql database through gui. At the end of the 4'th step, when I try to go to the link provided, I face with the following error: Software error: no connection to syslog available - unix dgram connect: Socket operation on non-socket at ../..//Kernel/System/Log/SysLog.pm line 63 For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. I did some search on the list but I could not find an answer to solve the problem. I am using Sun Java Web Server 7.0 and I have the following warnings from the error logs: 10/Feb/2010:15:01:53 warning for host 192.168.1.100 trying to GET /otrs/ index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed Feb 10 15:01:53 2010] index.pl: DBD::mysql::db do failed: Unknown system variable 'NAMES' at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 427. 10/Feb/2010:15:01:53 warning for host 192.168.1.100 trying to GET /otrs/ index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed Feb 10 15:01:53 2010] index.pl: no connection to syslog available 10/Feb/2010:15:01:53 warning for host 192.168.1.100 trying to GET /otrs/ index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed Feb 10 15:01:53 2010] index.pl: - unix dgram connect: Socket operation on non-socket at ../..//Kernel/System/Log/SysLog.pm line 63 Here is what I am using root@zotrs# cat /etc/release Solaris 10 10/09 s10x_u8wos_08a X86 ..... root@zotrs# perl -v This is perl, v5.10.1 built for x86-solaris-thread-multi (with 2 registered patches, see perl -V for more detail) .... OTRS 2.4.7 Source Downloaded from otrs.org Modules: o CGI............................ok (v3.45) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.24) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.013) o Digest::MD5....................ok (v2.39) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.829) o Encode::HanExtra...............Not installed! (Optional - Required to handl e mails with several Chinese character sets.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.08) 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 (v1.31) 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......................Not installed! (Optional - Required for directory authentication.) o GD.............................ok (v2.44) 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 (v2.02) o SOAP::Lite.....................ok (v0.710.10) o XML::Parser....................ok (v2.36) What seems to be the problem? Any ideas? Please let me know if I need to supply any other information. Thanks. -- Deniz Rende E-mail: deniz.rende(a)gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog

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