March 2010 - otrs - OTRS mailing lists

Cant access Package Manager
by Adrian Acosta 03 Mar '10

03 Mar '10

PROBLEM DESCRIPTION =================== When im trying to access the Package Manager it takes a long time to load the page and later send an error. STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM ================================================= 1) Access de Admin-interface 2) Access the Package Manager ACTUAL RESULTS ============== THIS ERROR: >Gateway Time-out >The gateway did not receive a timely response from the upstream server or >application. >Apache/2.2.14 (Fedora) Server at localhost Port 80 ADDITIONAL INFORMATION ====================== I have OTRS 2.4.7 <http://otrs.org/> whit OTRS::ITSM 1.3.2 <http://localhost/otrs/index.pl?> Sometimes i can access the package manager. THIS HAPPEN AFTER INSTALL THE ITSMIncidentProblemManagement-1.3.2.opm PLEASE HELP!!

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modified a .dtl file - lost my FAQ front end
by Gregory Heffron 03 Mar '10

03 Mar '10

I experimented with changing a .dtl file for my FAQ and somehow, I crashed the front end. The backend works fine, still. But my /public.pl docs get this internal server error: [Wed Mar 03 00:21:21 2010] [error] [client 98.247.82.129] malformed header from script. Bad header=<!-- : public.pl, referer: http://support.shambhala.org/ What I did: 1) add 'other' write permissions for all files in /otrs/Kernel/Output/ HTML/Standard (made them easier to edit, and I didn't anticipate problems with this) 2) I opened the CustomerHeader.dtl file in Dreamweaver and changed the HTML text "LOGO" to "SOMETHING ELSE" (as a test) I'm not sure if it was the permissions change, or something subtle with the modification. I changed other write permissions back to what they'd been, but since I changed all the files in the directory, perhaps I tweaked permissions without knowing it? Any guesses? Best, Greg

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Hide the Required Queues on Customer frontend -- solution found.
by ramana 03 Mar '10

03 Mar '10

Hi Every one. IT is possible to hide the Required Queues on Customer frontend. IT is working fine for me. Solution : Hide the Required Queues on Customer frontend Add this script on ACL list $Self->{TicketAcl}->{'ACL-Customer-Queues'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage'] }}, PossibleNot => { Ticket => { Queue => ['[RegExp]::', '[RegExp]^CHN-IT-L1', '[RegExp]^CHN-IT-L2', '[RegExp]^HYD-IT-L1', '[RegExp]^HYD-IT-L2', '[RegExp]^Junk', '[RegExp]^Misc', '[RegExp]^Raw', '[RegExp]^Postmaster',] } }}; Regards, Ramana

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Can somebody here tell me how i can hide a Queue from the customers frontend.
by ramana 03 Mar '10

03 Mar '10

Hi Can somebody here tell me how i can hide a Queue from the customers frontend. Regards, Ramana

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New message counter
by Ilya Kornev 03 Mar '10

03 Mar '10

Hi. We have a Postmaster filter that changes type of an article to agent (email-external), if an agent sends a reply not from OTRS but using an email client. However, the New Message icon still shows that there's an email from client even though the ticket was actually answered. Is there any way to fix it? Best regards, Ilya Kornev

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Document Viewer
by Justin Noel 03 Mar '10

03 Mar '10

My agents are getting tired of having to download and then open attachments from customers just to quickly look at them. Does anyone know of a plugin or module for OTRS that can let them view Word Docs and Excel?

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New OTRS ITSM install issue
by Eric Carroll 03 Mar '10

03 Mar '10

Hi, We are busy bringing up the ITSM OTRS version. When I initially installed the ITSMConfigurationManagement package, I got the error message: Can't locate object method "DefinitionList" via package "Kernel::System::ITSMConfigItem" at /usr/share/otrs//var/packagesetup/ITSMConfigurationManagement.pm line 1030. This looks like an installer failure. I tried to uninstall it and reinstall it with the package manager, with a number of error messages of existing table entries not able to be created again. Now when I attempt to create a new ConfigItem, I get the following error: Comment: Please contact the admin. Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Mar 2 16:53:13 2010 Message: No Definition was definied for class Location! Traceback (8589): Module: Kernel::Output::HTML::Layout::Error (v1.176.2.17) Line: 1416 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.176.2.17) Line: 1395 Module: Kernel::Modules::AgentITSMConfigItemEdit::Run (v1.3.4.1) Line: 95 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 I am running latest versions of ITSMConfigurationManagement 1.3.2 and OTRS. Can someone provide some guidance as to what to investigate or do to resolve this apparent installation issue? Eric

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Re: [otrs] finding the password for OTRS user (command line)
by Gregory Heffron 03 Mar '10

03 Mar '10

Thanks for the help setting up the cron job for checking mail. The directions ask to log in as the otrs user on the command line. Anyone know how to find the password for that user? Is there a default password? Note: I'm NOT trying to login as the root user on the OTRS backend. This is logging in on the command line in Linux. Thanks, Greg On Feb 25, 2010, at 8:24 AM, otrs-request(a)otrs.org wrote: > Message: 5 > Date: Thu, 25 Feb 2010 09:45:40 -0600 > From: Henry Devito <hdevito(a)rivercitynetworks.com> > Subject: Re: [otrs] can't find cron job example file in /var/cron > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <94980e661002250745n1f6bfb65mced4f4ce83f309c(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > See if this older post helps you out. > > http://www.mail-archive.com/otrs@otrs.org/msg27385.html > > Thanks > > Henry > On Wed, Feb 24, 2010 at 9:16 PM, Gregory Heffron <greg(a)gregsportfolio.com > >wrote: > >> The OTRS manual says: >> >> If you want to fetch your mail automatically every ten minutes, you >> can >> use a cron job and the example entries that are available in the file >> var/cron/postmaster_mailbox.dist. >> >> >> When I navigate to that directory, these are the files I see: >> >> /opt/otrs/var/cron # l >> total 40 >> -rw-rw-r-- 1 otrs apache 426 Jan 11 06:08 aaa_base >> -rw-rw-r-- 1 otrs apache 562 Jan 11 06:08 fetchmail >> -rw-rw-r-- 1 otrs apache 676 Jan 11 06:08 generic_agent >> -rw-rw-r-- 1 otrs apache 505 Jan 11 06:08 generic_agent-database >> -rw-rw-r-- 1 otrs apache 485 Jan 11 06:08 pending_jobs >> -rw-rw-r-- 1 otrs apache 630 Jan 11 06:08 postmaster >> -rw-rw-r-- 1 otrs apache 501 Jan 11 06:08 postmaster_mailbox >> -rw-rw-r-- 1 otrs apache 481 Jan 11 06:08 rebuild_ticket_index >> -rw-rw-r-- 1 otrs apache 504 Jan 11 06:08 session >> -rw-rw-r-- 1 otrs apache 488 Jan 11 06:08 unlock >> >> >> Hence, there's no files with the .dist suffix at all. When I >> search, I find >> nothing on the server: >> >> /opt/otrs/.fetchmailrc.dist >> /opt/otrs/.mailfilter.dist >> /opt/otrs/.procmailrc.dist >> /opt/otrs/Kernel/Config.pm.dist >> /opt/otrs/Kernel/Config/GenericAgent.pm.dist >> >> >> Any ideas of how I can get ahold of the cron job for checking mail? >> >> Thanks, >> Greg >> -- >> *Lead - IT Support* >> *Shambhala.org* >> *ShambhalaTimes.org* >> *Center Template Websites* >

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Disable customer interface
by Guillaume Rehm 03 Mar '10

03 Mar '10

Hi all, Is it possible to disable the customer interface (http://server/otrs/customer.pl) by configuration ? I have renamed customer.pl file but updates recreate it. Do you have an idea, a solution ? Thanks in advance. And OTRS is a great / wonderful product. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Postmaster filter: how to do "not =" or "<>" ...
by Martignier, Philippe 03 Mar '10

03 Mar '10

Hi there, I have to implement filters where the subject is not egal to FW: How can I do that with the postmaster filter menu in the admin menu? I tried : <> and ! but it does not work, what is the expression need to say not = ? Many thanks 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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