March 2010 - otrs - OTRS mailing lists

Errors since added new pending auto state
by Holly.Avramovic＠eur.checkpt.com 24 Mar '10

24 Mar '10

Hi fellow OTRS users and devs, Since we added a new pending auto state called "pending auto open" we get allot of errors in our log as below. Does any of you have an idea what is causing this and what a possible solution could be? Thanks in advance. [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] 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 (4) AND sq.group_id IN (1, 2, ' 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 st.ticket_lock_id IN (2) AND st.user_id IN (4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 ORDER BY st.until_time DESC LIMIT 10' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] 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, 7, 8, 9, 10, 11, 12) AND st.ticket_sta' 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, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] 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 (4) 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 (4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] 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.queue_id IN (999999) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10' 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.queue_id IN (999999) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] 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 (4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8,' 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 (4) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:50 2010][Error][Kernel::System::Ticket::TicketSearch][4761] 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, 7, 8, 9, 10, 11, 12) AND tw.user_id IN' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12) AND tw.user_id IN (4) AND st.ticket_state_id IN (10) AND st.until_time <= 1269349790 LIMIT 10000' [Tue Mar 23 14:10:51 2010][Error][Kernel::System::Ticket::TicketSearch][4761] 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, 7, 8, 9, 10, 11, 12) AND st.ticket_sta' 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, 7, 8, 9, 10, 11, 12) AND st.ticket_state_id IN (10) AND st.until_time >= 1269348951 ORDER BY st.until_time ASC LIMIT 25' Holly Avramovic Customer Service Checkpoint Systems Akkermansbeekweg 12 7061 ZA, Terborg The Netherlands Tel: +31 (0)315 39 5928 holly.avramovic(a)eur.checkpt.com www.checkpointsystems.com P Please consider the environment before printing this message

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Automatic CI export from CMDB on change
by Norbert Bede 24 Mar '10

24 Mar '10

hi, We have defined devices at dhcp server in dhcpd.conf - this configuration set IP addressess based on Mac address to the devices in the network. Now we have imported all CI-s to the otrs and want to export automatically on every changes specific datas-triggering (device name, mac address and, IP address) and then restart the dhcp server. How we should run export to a specific ranges - CI - if a specific changes happened ? (API, or triggering a function, etc...) Norbert Bede (nbe222)

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otrs-web setting in conf files
by sharif islam 23 Mar '10

23 Mar '10

Hi, I am testing a newer version of OTRS in the same machine that has the current installation. Hence I created otrsnew.conf in httpd conf which has: ScriptAlias /otrsnew/ "/otrsnew/bin/cgi-bin/" Alias /otrsnew-web/ "/otrsnew/var/httpd/htdocs/" However, when I go to /otrsnew/index.pl and login, all my images and css stylesheets are messed up. Looking at the source reveals that the page is still pointing to otrs-web instead of otrsnew-web  <link rel="shortcut icon" href="/otrs-web/images/Standard/product.ico" type="image/ico"/> <link href="/otrs-web/css/Standard/agent.css" rel="stylesheet" type="text/css"/> Where else do I need to change the name? thanks, --sharif

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Survey
by Marretta, Rosanna 23 Mar '10

23 Mar '10

Hi, How do I use the survey tool?

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Can't post forms - really strange problem
by Luís Gomes 23 Mar '10

23 Mar '10

Hi there, I'm having a really strange problem with otrs. I'll try and describe the simptoms: Otrs is installed on http://192.168.1.73/otrs/index.pl There is a port forward on our router to access it externally through http://external_ip/otrs/index.pl On some workstations I can access the whole system just fine. On some other workstations I can access the system, login, view tickets etc... But I just can't submit any forms. For example, if I try to set a note on a ticket, or reply to a ticket or forward a ticket, etc when i clock the submit button the system just timeouts after a while. If I watch the apache log as I'm clicking the submit or Send mail button I get no log activity. Stranger thing is: on these computers that have this problem, if I access it through the external ip, everything works fine. Unfortunately we won't be keeping the external access and all i wanted was really to access it through the internal ip without these weird issues. Any ideas? I think I've tried just about anything. There was this post a few years ago on this mailing list with a similar problem: http://lists.otrs.org/pipermail/otrs/2008-June/023664.html Unfortunately there is no resolution or hints on what can be wrong on that thread. Thanks Luís Gomes

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RemoteHelp / Simple Help (logging time to a ticket)
by otrsmailing jordy 23 Mar '10

23 Mar '10

Hello, I'm trying to find a solution to log the time that was spent during a remote access. anyone has an idea how to do this? i'll explain in more detail. - Customer opens a ticket requesting a remote help (via simple help plugin) - Employee takes over the pc for about 10 min I want to know if you're able to write this to the database of to another ticket so i can query upon this to bill : ) Thanks in advance!

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Stat Report fields
by manish ramteke 23 Mar '10

23 Mar '10

Hi List, Do we have a provision to add new fields in Stat for reporting .For example in my case I need to have 1) A report to show all stages of a particular ticket.Can i add a new field for ticket. 2) A report to show percentage wise distribution of tickets based on priorities Also what does following all Dynamic objects specifies 1) TicketAccountedTime 2) TicketList 3) TicketResolutionResponseTime 4) TicketAccumulation -- Regards, Manish Ramteke

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Does OTRS support Active Directory + User Principal Name logon?
by Vesa Jylhä 23 Mar '10

23 Mar '10

Hi, is it possible to use UPN account (firstname.lastname@domain<mailto:firstname.lastname@domain>) instead of sAMAccount when using Active Directory authentication? Does OTRS support that? And if it does, whatkind of configuration changes it requires comparing to sAMAccount logon? Thanks for your information. - Vesa

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Get Data with SOAP:: Lite
by Mario Pellegrini 22 Mar '10

22 Mar '10

I tried SOAP:: Lite with rpc-example.pl example, was created a ticket and was dropped without any errors. I want to use SOAP:: Lite to query OCS Inventory NG web service inventory data for? Thank you

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Re: [otrs] Error when launching OTRS
by George Furnell 22 Mar '10

22 Mar '10

Hi, The Windows installation was still very new and error free. I then started installing ITSM packages using the package manager, and during the installation of one of the package the server crashed. After that OTRS has not been able to startup. The file does actually exist, I checked. George __________ Information from ESET Smart Security, version of virus signature database 4966 (20100322) __________ The message was checked by ESET Smart Security. http://www.eset.com -- This message has been scanned for viruses and dangerous content by Pinpoint, and is believed to be clean.

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