January 2011 - otrs - OTRS mailing lists

Groups / permissions strange behaviour
by Szostak Grzegorz 16 Jan '11

16 Jan '11

Dear all, We have 2.4 setup and it was set up with only one default group: users. After 2 months, we decided to add new groups and reassign permissions. Basic setup is like this: Queue A -> Group A User has rw permission to Group A Queue A has 1000 tickets After reassignment of rights - user let say john, can't see all 1000 tickets in AgentTicketQueue - the numbers on page are lower than when user saw in that queue when he had right rw to users group, but on dashboard, the numbers for new tickets in "my queues" are ok. What is wrong? BTW, when john opens AgentTicketQueue and set different order for tickets in queue A there are tickets from end to beggining but middle tickets aren't browsable. Best regards, Grzegorz

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3.0.4 -- corruption of attachments?
by Raul Ferreira 14 Jan '11

14 Jan '11

Hi, Some issue here. Even with small files. Beste regards, Raul Ferreira

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Re: [otrs] Customers without mail
by Steve Durbin 14 Jan '11

14 Jan '11

On 12.01.11 13:54 Matus UHLAR wrote: >>On 07.01.11 14:35, Steve Durbin wrote: >> And then in aliases: >> >> devnull: |/usr/local/bin/devnull >wouldn't be >devnull: /dev/null >just enough? Yes, but by using a script you get the flexibility to do other things such as monitoring the traffic. I prefer having hooks like this, and since I'm writing for people without much experience here it provides them with opportunities they may not have though of. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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TicketCounter.log resets itself.
by Sune T. Tougaard 14 Jan '11

14 Jan '11

Hi list, I've seen this issue a few times, and i'm not quite sure what happens. Back in November, I sent a mail to this list named "Autoincrement trouble" where I explained how my TicketIDs had started from scratch. This appears to have happened again (and again). I'm running 2.4.7 on a Windows 2008 R2 installation, and looking at the "otrs\var\log\ticketcounter.log" the number in there matches what the otrs system uses. However, looking at the "Previous Versions" of this file, it seems as if it's jumping a bit back and forth. For example, some day last week, it said "5879" and 6 hours later it said "3094". Can anyone explain to me what the purpose of ticketcounter.log is and what may cause this behavior? I do not want my otrs to start over with the Ticket IDs every other week, but I'm still not sure what happens. Can anyone help? Thanks. -- Kind regards /Sune T.

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SystemMonitoring
by fevin Kagen 13 Jan '11

13 Jan '11

Hi- I've just upgraded to 3.0.4 and everything looks great. I am having one problem related to my integration with Nagios. In our old system, Nagios would send a recovery email to otrs when an issue was resolved. This resulted in a "Follow Up" notification being sent to the agent as well as the ticket being automaticly closed. In the new system, the ticket is closed, but no notification is sent. I am able to go into "Notifications (Events)" and configure a notification for closed tickets, but this is less than ideal. Does anyone know why 3.0.4 doesn't send a "Follow Up" notification on SystemMonitoring recovery mails? Any idea how to make this work? Thanks- fevin

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QueueView Small Subject Length
by fevin Kagen 13 Jan '11

13 Jan '11

Hi- I've just upgraded to 3.0.4 and everything looks great. I do have one change I would like to make that I can't seem to figure out. When I am in the "QueueView (Small), the subject line is limited to 30 characters followed by [...]. I would like to increase the default value of 30. Does anyone know where I can do this? Thanks! fevin

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(no subject)
by DM_Julio Angulo 13 Jan '11

13 Jan '11

hello, someone else will arrive MESSAGES triplicate, or is it just my problem. Julio Cesar Angulo Quiroz Telf.: 997066155

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Bouncing 8-bit encoded article results in broken mail.
by Alex Mihičinac 13 Jan '11

13 Jan '11

Hi all! OTRS handles inline 8-bit Latin-2 encoded mail incorrectly when you try to bounce it. What happens, mail body gets cut off at first occurrence of non-ascii character. Has anyone the same problem? I've reported this as a bug few days ago, but got no response. :-/ Example: ---------------------------------------------------------------------------------------------------------------------------------------- From <anon@anon> Wed Jan 12 10:24:06 2011 Return-Path: <anon@anon> X-Original-To: <anon@anon> Delivered-To: <anon@anon> Date: Wed, 12 Jan 2011 10:19:38 +0100 From: <anon@anon> User-Agent: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.2.13) Gecko/20101207 Lightning/1.0b2 Thunderbird/3.1.7 MIME-Version: 1.0 To: <anon@anon> Subject: Test Content-Type: multipart/related; boundary="------------060201000303080607030509" X-Otrs-Queue: test This is a multi-part message in MIME format. --------------060201000303080607030509 Content-Type: text/html; charset=ISO-8859-2 Content-Transfer-Encoding: 8bit <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN"> <html> <head> <meta http-equiv="content-type" content="text/html; charset=ISO-8859-2"> </head> <body bgcolor="#ffffff" text="#000000"> Pozdravljeni,<br> <br> zanima me, ---------------------------------------------------------------------------------------------------------------------------------------- Best regards, Alex

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Re: [otrs] OTRS system giving 500 internal server error
by Hugh Kelley 12 Jan '11

12 Jan '11

[Moving the thread back to the group] Pradumna, any one (or all) of those Perl interpreter errors could cause a 500 error at the server level. I'd start with the most recent first. Hugh On Wed, Jan 12, 2011 at 8:31 AM, Pradumna Maheshwari < pradumna.maheshwari(a)tcs.com> wrote: > > Hello Hugh, > > How r u...? > > As you said, I checked log files for both OTRS and Perl. > > There are few files in Perl logs like ‘PerlEx-Err-001'......‘PerlEx-Err-005' > having few errors. > > - Terminating on signal SIGTERM(15) > - [Mon Nov 15 09:50:26 2010] -e: Odd number of elements in anonymous > hash at C:/inetpub/wwwroot/OTRS/bin/cgi-bin/../../Kernel/Config.pm line 223. > - C:/inetpub/wwwroot/OTRS/bin/cgi-bin/../../Kernel/Config.pm line 223. > ERROR: Can't write C:/inetpub/wwwroot/OTRS/var/log/otrs.log.error: > Permission denied > > > - ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: MSWin32 [Thu Jan 6 09:52:08 > 2011] index.pl: Use of uninitialized value $Param{"OP"} in substitution > (s///) at > C:/inetpub/wwwroot/OTRS/bin/cgi-bin/../../Kernel/Output/HTML/Layout.pm line > 1178, <DATA> line 275. > > > - [Thu Dec 2 09:41:05 > 2010][Error][Kernel::System::CustomerUser::LDAP::new][151] First bind > failed! Unexpected EOF > > > > I searched a lot, but was not successful to know why am I getting '500 > internal server error'..? > > It seems problem in LDAP connection or some network problem...? > > > If you get any thing on this, please let me know..... > > Thanks a lot..... > > Pradumna Maheshwari > Tata Consultancy Services > Cell:- +919930333734 > Mailto: pradumna.maheshwari(a)tcs.com > Website: http://www.tcs.com > ____________________________________________ > Experience certainty. IT Services > Business Solutions > Outsourcing > ____________________________________________ > > > > *Re: [otrs] OTRS system giving 500 internal server error* > *Hugh Kelley * to: Pradumna Maheshwari > 12/23/2010 07:08 PM > > > > ------------------------------ > > > > No, I do not know why you are receiving that error. > > I suggest you check the OTRS log and the Perl interpreter log. You > can usually find the hint you need in one of those. > > Hugh > > On 12/23/10, Pradumna Maheshwari <pradumna.maheshwari(a)tcs.com> wrote: > > Hello Hugh, > > > > Thanks a lot for your reply.... > > > > But can you please tell me why am I getting '500 internal server error' > > error ? > > > > And after restarting the IIS server, its all fine. Is it some cache > problem > > or performance issue ? > > > > > > > > > > Thanks and Regards- > > > > > > > > Pradumna Maheshwari > > Tata Consultancy Services > > Cell:- +919930333734 > > Mailto: pradumna.maheshwari(a)tcs.com > > > > > > > > -----Forwarded by Pradumna Maheshwari/MUM/TCS on 12/23/2010 05:36PM ----- > > > >> To: otrs(a)otrs.org, otrs-bounces(a)otrs.org > >> From: Pradumna Maheshwari/MUM/TCS > >> Date: 12/22/2010 07:43PM > >> Subject: OTRS system giving 500 internal server error > >> > >> > >> > >> > >> Hello all.... > >> > >> I have a problem that, sometimes OTRS system suddenly gets down, giving > >> "500 internal server error" error. > >> > >> For this, I simply restart IIS server and then it starts again. I am > using > >> IIS7. > >> > >> What could be the possible reasons? > >> > >> Also tell me which module I should use for OTRS in IIS under 'Handler > >> Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI. > >> > >> Thanks a lot for your response... > >> > >> Regards- > >> > >> Pradumna Maheshwari > > > > > > =====-----=====-----===== > > Notice: The information contained in this e-mail > > message and/or attachments to it may contain > > confidential or privileged information. If you are > > not the intended recipient, any dissemination, use, > > review, distribution, printing or copying of the > > information contained in this e-mail message > > and/or attachments to it are strictly prohibited. If > > you have received this communication in error, > > please notify us by reply e-mail or telephone and > > immediately and permanently delete the message > > and any attachments. Thank you > > > > > > > > =====-----=====-----===== > Notice: The information contained in this e-mail > message and/or attachments to it may contain > confidential or privileged information. If you are > not the intended recipient, any dissemination, use, > review, distribution, printing or copying of the > information contained in this e-mail message > and/or attachments to it are strictly prohibited. If > you have received this communication in error, > please notify us by reply e-mail or telephone and > immediately and permanently delete the message > and any attachments. Thank you > > >

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Statistic for first response time escalade
by GARDAIS Ionel 12 Jan '11

12 Jan '11

Hi, I'm trying to generate a graph for tickets that has been escalated for first response time. I created a TicketAccumulation statistic, with the first response time escalation as the X axis and the queue as the data source. Unfortunately, I only get a flat line, whereas I know that tickets has been escalated in the chosen time-frame. For instance, a ticket has been created on Dec-08. The queue where it lives in had a first response time escalation set to 360 minutes. The agents get an email after that time but the ticket is not shown in the graph. Does it only retrieve the "currently escalated" tickets or "all tickets that has been escalated" ? My need is to get an history of all tickets that has been first-time-response-escalated during the last X weeks. Thanks, Ionel

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