March 2010 - otrs - OTRS mailing lists

Envelope-To Header
by Luís Gomes 22 Mar '10

22 Mar '10

Hello there, i was having an issue where the To: header was empty on some emails and the header that had the needed email was "Envelope-To": This was causing the ticket to be created on the Raw queue instead of the queue associated with that email address (because it didn't find anything on the To: header) I seem to have solved it by changing line 54 of file Kernel/System/Postmaster/DestQueue.pm from: for (qw(Cc To Resent-To)) { to: for (qw(Cc To Resent-To Envelope-To)) { >From some tests I've done everything seems to be working correctly but I was wondering if anybody that is more knowledgeable with OTRS and Perl in general finds any problem that this might cause? Also I wonder why isn't this header already considered by OTRS since from what I've been reading the Envelope-To header seems to be more important than the To: header. Thanks.

2 2

Editing the PDF templates
by Harrison Shutan 22 Mar '10

22 Mar '10

Hello all, When printing an article or ticket, I have the PDF feature enabled, and it works well. I would like to edit the PDF templates beyond changing just the logo image. I've searched through source files and Google with no luck, how can I edit the low level formatting/templates of these output PDFs? Thanks, -Harrison This message contains proprietary, privileged, and/or confidential information solely for the use of the individual(s) to which it is addressed. If you received this message in error or are not the intended recipient, please notify the sender by reply e-mail and delete and destroy the message.

3 2

FAQ Layout
by Neil Grantham 22 Mar '10

22 Mar '10

Hi list On the FAQ layout, the right hand column headers have no spacing in them. How can I change this? I can't see anything in sysconfig::faq IE they have these headings: QuickSearch LatestCreatedItems LatestChangedItems Top10Items Thanks Neil

3 8

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

22 Mar '10

Good day, I am using OTRS 2.4.7. I was thinking of "repairing" the installation but there is no such option in the installation program. Regards George __________ Information from ESET Smart Security, version of virus signature database 4964 (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.

2 1

Blank tickets being received in otrs
by Divesh Kamra 22 Mar '10

22 Mar '10

Some of tickets being received are blank that is the ticket number and the content is missing. Though on viewing the history ticket id is visible. -- Thanks and Regards Divesh Kamra (Database Administrator)

1 0

Error when launching OTRS
by george＠lightwaysolutions.co.za 22 Mar '10

22 Mar '10

Good day Thanks for reading. Launching OTRS displays an error msg "Error: Module Kernel/Output/HTML/LayoutImportExport.pm not found!". Please advise how I can remove the error and launch OTRS? Thanks in advance. George

2 1

Bad address at Log.pm line 230?
by sharif islam 21 Mar '10

21 Mar '10

Hi, I am trying to upgrade OTRS. I am running the new installation in the same machine that I have the current installation which I am running with mod_perl. So I disabled mod_perl for the new installation. I get this error when I try to test it: Bad address at /otrsnew/bin/cgi-bin/../../Kernel/System/Log.pm line 230. my $String = ''; if ( $Self->{IPC} ) { Line 230:-> shmread( $Self->{Key}, $String, 0, $Self->{IPCSize} ) || die "$!"; } Here's what I get for ipcs -m ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x00000000 491520 gdm 600 196608 2 dest 0x02a622c7 65537 root 777 1 0 0x02a622c6 98306 root 777 4096 0 0x02a6232a 524291 apache 777 1 0 any idea? --sharif

1 0

installing openNMS
by Michael Mitchell 21 Mar '10

21 Mar '10

I'm running otrs 2.4.7 on a windows server using mysql and when trying to install openNMS I get a message saying that need to use version 1.5.9.4 and then webpage times out I'm pulling file from online repository source: [-Master-] http://ftp.otrs.org I have tried to find this version on opensourceforge.net and was not able to any help is there something in sysconfig that needs to be done in framework or something??????? Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech mmitchell(a)6ave.com<mailto:mmitchell@6ave.com> 973-564-7780 (External) 973-924-2900 (Internal) NOTICE: This email and any attachments are intended only for the named recipient(s), and may include confidential, proprietary or legally privileged information. If you are not the named recipient, you are not authorized to copy, print, share, save or rely upon this email or any attachments; instead please notify the sender by reply and immediately destroy this email and any attachments.

2 1

Back end customers from a read-only Oracle?
by Shane Presley 20 Mar '10

20 Mar '10

We're currently using MySQL for our internal database with OTRS. However we have an existing Oracle database which contains our customers. Is it possible to pull customer data from a read-only Oracle table? For example a customer calls in, gives us their CustomerID. Our agents then enter that CustomerID into OTRS, and using our Oracle tables, it can pull the name and email address? Thanks!

3 3

Ticket::Frontend::TimeUnits: & Ticket::Frontend::NeedAccountedTime:
by Alessandro d'Ambrosio 19 Mar '10

19 Mar '10

Hi, can anyone explian to me the meaning of these options in sysconfig admin area console? Ticket::Frontend::TimeUnits: default (wok units) Ticket::Frontend::NeedAccountedTime: default (no) Thanks, Alessandro d'Ambrosio

2 1