October 2011 - otrs - OTRS mailing lists

Re: [otrs] Generic Agent
by Garabed Yegavian 13 Oct '11

13 Oct '11

I went through the instructions and for some reason it is still not working. If I do crontab -l after all of this I do not get anything, it does not say no cron jobs but it doesn't display anything? Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, October 06, 2011 1:25 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 9 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Generic Agent (Rory) 2. Re: New line automatically inserted in event based Notifications (Gerald Young) 3. Re: Stats about escalations (Michiel Beijen) 4. ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda) 5. Re: ACL Ticket Type-Service (Nils Leideck) ---------------------------------------------------------------------- Message: 1 Date: Thu, 6 Oct 2011 13:45:18 +0100 From: Rory <rclerkin(a)gmail.com> Subject: Re: [otrs] Generic Agent To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAGf7qGC88nEQeHnX+-Y8D0wWvB8VG_=dr7+sN8v1wLKWTdk5GQ(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi Garabed, We can see now that your Cron jobs are running correctly from this line; Oct 5 08:55:01 support CRON[32664]: (fireline) CMD (date) So the next thing to do is get the OTRS cron jobs included in the crontab. Firstly log in as your otrs user, fireline. List the current items of the crontab and save them to a file (in case you need to keep anything that is currently in the OTRS user's crontab) e.g. crontab -l > /opt/otrs/20111006_cronbackup When you run the otrs Cron.sh script it will overwrite whatever is currently in your crontab for the otrs user. Switch to the OTRS bin directory; cd /opt/otrs/bin The syntax for running the Cron.sh script as root is as follows sudo ./Cron.sh <start|stop|restart> <otrs_username> For your system you would run; sudo ./Cron.sh restart fireline Once the script has run check that the crontab for the otrs user has been filled crontab -l Once done, review your crontab backup file for any entries you might want to restore to you otrs users crontab and add them as necessary. Last thing is to make sure the generic agent crontab entry is enabled. List the contents of your crontab and look for the section about the Generic Agent. Make sure the following line does not have a hash symbol (#) at the start of the line which sould comment it out; */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null If the line is commented out with a # then open the crontab for editing and remove it. Save the changes and you are done. >From this point on the crontab should be working correctly. If the Cron.sh script still didn't run for some reason let us know. The next thing to check is that your generic agent has run. Check the otrs log file when you expect your Generic Agent to have run to confirm that it worked. Let us know how you get on. Kind regards, Rory Clerkin

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otrs always cannot found files .pm
by Muhammad Toha Supriyadi 12 Oct '11

12 Oct '11

Dear all, i've already installed otrs. setting for webserver (apache) and mysql done. but when i access otrs, always prompt error something like this : Error Message: Module Kernel/Modules/AgentStats.pm not found but if ichecked in server manually the files can be found. what is the problem please give us advice thank you in advance toha

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Special character in ACL
by José Francisco Luis Medina 11 Oct '11

11 Oct '11

Hi, these create an ACL in my OTR but I'm having problems because the name of my services have special characters such as: Aplicación. Do they know who may owe this?

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Stats about escalations
by Ugo Bellavance 11 Oct '11

11 Oct '11

Hi, I'm trying to find out a way to generate a report of the escalation that have occured in the last month. I've managed to get different information on tickets from the tickets table, but I don't see any fields that would let me know if the ticket has been escalated. There are a few fields starting with 'escalation', but according to my tests, they are fields that define when the ticket will be escalated, while I'm looking for a way to see if an escalation has occured. The other fields that look interesting are: - timeout - until_time but I can't figure out their use. Any help would be appreciated. Thanks, Ugo

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Chaning menu items
by Tamás Becz 11 Oct '11

11 Oct '11

Hi, Is it possible to change the text of the main menu items somehow? I greped in the dtls, but all I found was AAATicket.dtl, but that looks more like a hash of texts or something rather than a normal template. Mainly I just want to get rid of the 'new phone ticket' thing as it's a bit confusing. (Or if someone has an idea to use agent as customer for self created tickets that would be good as well). Cheers, tamas

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Adding customer: Field 'pw' doesn't have a default value
by Sune T. Tougaard 11 Oct '11

11 Oct '11

Hi all, I'm having an issue here with an OTRS 3.0.9 installation. Trying to add a customer, gives me an error "Field 'pw' doesn't have a default value", whether or not a password has been entered in the user creation interface. The same error as the german user here, i think: http://forums.otrs.org/viewtopic.php?f=33&t=8441&p=33235 (i don't understand much german, but it looks like my error, I have also posted in the English area of the forum) Looking at the column in the DB, the NN flag is not set, so i can't really figure out why that error shows. Any others out there with an issue like this or any ideas how to resolve? Thanks -- /Sune T.

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Re: [otrs] Generic Agent (Rory)
by Garabed Yegavian 10 Oct '11

10 Oct '11

Went through the directions however after running sudo ./Cron.sh restart fireline it lists Cron.sh start/stop OTRS ..... four times then I do crontab -l and I get nothing? For your system you would run; sudo ./Cron.sh restart fireline Once the script has run check that the crontab for the otrs user has been filled crontab -l Once done, review your crontab backup file for any entries you might want to restore to you otrs users crontab and add them as necessary. Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, October 06, 2011 1:25 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 9 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Generic Agent (Rory) 2. Re: New line automatically inserted in event based Notifications (Gerald Young) 3. Re: Stats about escalations (Michiel Beijen) 4. ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda) 5. Re: ACL Ticket Type-Service (Nils Leideck) ---------------------------------------------------------------------- Message: 1 Date: Thu, 6 Oct 2011 13:45:18 +0100 From: Rory <rclerkin(a)gmail.com> Subject: Re: [otrs] Generic Agent To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAGf7qGC88nEQeHnX+-Y8D0wWvB8VG_=dr7+sN8v1wLKWTdk5GQ(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi Garabed, We can see now that your Cron jobs are running correctly from this line; Oct 5 08:55:01 support CRON[32664]: (fireline) CMD (date) So the next thing to do is get the OTRS cron jobs included in the crontab. Firstly log in as your otrs user, fireline. List the current items of the crontab and save them to a file (in case you need to keep anything that is currently in the OTRS user's crontab) e.g. crontab -l > /opt/otrs/20111006_cronbackup When you run the otrs Cron.sh script it will overwrite whatever is currently in your crontab for the otrs user. Switch to the OTRS bin directory; cd /opt/otrs/bin The syntax for running the Cron.sh script as root is as follows sudo ./Cron.sh <start|stop|restart> <otrs_username> For your system you would run; sudo ./Cron.sh restart fireline Once the script has run check that the crontab for the otrs user has been filled crontab -l Once done, review your crontab backup file for any entries you might want to restore to you otrs users crontab and add them as necessary. Last thing is to make sure the generic agent crontab entry is enabled. List the contents of your crontab and look for the section about the Generic Agent. Make sure the following line does not have a hash symbol (#) at the start of the line which sould comment it out; */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null If the line is commented out with a # then open the crontab for editing and remove it. Save the changes and you are done. >From this point on the crontab should be working correctly. If the Cron.sh script still didn't run for some reason let us know. The next thing to check is that your generic agent has run. Check the otrs log file when you expect your Generic Agent to have run to confirm that it worked. Let us know how you get on. Kind regards, Rory Clerkin ------------------------------ Message: 2 Date: Thu, 6 Oct 2011 11:05:46 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] New line automatically inserted in event based Notifications To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULyfj5jU3GW9=xrt-A-q_piWVYz7zDN6N1S580KQb4s1A(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Sometimes that happens with the wrapping of the window. If you drag it bigger, it may "fix" the issue. On Wed, Oct 5, 2011 at 11:51 AM, Robert Poreba <poreba.robert(a)googlemail.com > wrote: > Hi All, > > Does anybody know how to stop formatting of event based notifications (ie. > inserting new line character every know and then)? > > Currently when we add a note, the email sent to the customer can look like > below which doesn't look very clear. > > Note added: > "a problem with its' Clustered HA firewalling system which is affecting the > even numbered mimecast servers" > > Notification sent: > > a problem with its' Clustered HA firewalling system which is affecting > > the > > even numbered mimecast servers > > I would like the notification to have the same format as the note added. > > -- > Thanks a lot > Robert > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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FAQ in FileSystem and not in DB its possible?
by José Francisco Luis Medina 10 Oct '11

10 Oct '11

Hi, my question is, as I can keep my FAQ files on my file system, and not in the DB, is it possible? someone has done?

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Block or reject emails?
by Andy Wodfer 10 Oct '11

10 Oct '11

Hi, Is there a way I can block or reject emails in OTRS and also not sending out automatic replies to certain specified addresses? We have some problems with some newsletter-junkmails and some endless loops that are filling up our RAW inbox ... We're using an external POP3 server and I can't set up anything on that side... I'm running an older v. 2.4.7. Thanks! Andy

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otrs cannot find a file
by Muhammad Toha Supriyadi 10 Oct '11

10 Oct '11

Hello OTRS, when i access otrs i always got an error wether otrs cannot find a file. But if i checked in server, the files can be found,exacly the same path from error message. EXAMPLE: Backend ERROR: OTRS-CGI-29 Perl: 5.10.1 OS: freebsd Time: Mon Oct 10 12:56:27 2011 Message: Module Kernel/Modules/AdminCustomerUser.pm not found! Traceback (96910): Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 188 Module: Apache::ROOT::otrs::index_2epl::handler (v1.89) Line: 45 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 what actually the problem is? please help... i'm using freebsd and apache br, toha

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