February 2011 - otrs - OTRS mailing lists

WG: Stop escalation time
by Martin Unger 16 Feb '11

16 Feb '11

Hello OTRS-users, is it possible to configure when OTRS stops a reaction-, update- or solution-time-escalation? Kind Regards, Martin

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change type of ticket by default
by DM_Julio Angulo 16 Feb '11

16 Feb '11

Hi, I have a problem with the automatic tickets creation, I change the default type as requested, thanks for the help My config.pm: # (The default priority of new tickets.) [default: '3 normal'] $Self->{PostmasterDefaultPriority} = 'a) Sev4'; $Self->{PhoneDefaultPriority} = 'a) Sev4'; $Self->{CustomerDefaultPriority} = 'a) Sev4'; #Default Queue $Self->{'PostmasterDefaultQueue'} = 'Lim1'; #DefaultType $Self->{'PostmasterDefaultType'} = 'Requerimiento'; Julio Cesar Angulo Quiroz Telf.: 997066155

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Got "out of memory" error trying to open "package management"
by A.Rymkus 16 Feb '11

16 Feb '11

Got this error when tried to open package management link in admin mode. httpd-error.log: [Tue Feb 15 18:07:35 2011] [error] [Tue Feb 15 18:07:35 2011] -e: Out of memory during "large" request for 8392704 bytes, total sbrk() is 102219776 bytes at /usr/local/otrs//Kernel/System/XML.pm line 711.\n Page output (apache's) Out of memory during "large" request for 8392704 bytes, total sbrk() is 105971712 bytes at /usr/local/otrs//Kernel/System/XML.pm line 711. BTW, I installed additional OTRS modules like ITSM, FAQ, CMDB previously. May be there's some way to clean my DB from them? -- WBR, A.Rymkus

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TimeAccounting - insert future data
by Marco Vannini 15 Feb '11

15 Feb '11

Hi all, I'm wrong or it were possible to insert future data (on sick, leave,... I remember that I did ... or not, I can't remember), Now I'm not able. Using 1.4.91. thank you MV

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Intermittent error in SysConfig
by Peter Eckel 15 Feb '11

15 Feb '11

Hi, I have been experiencing a pretty annoying problem with my OTRS 3.0.5 installation, which it seems I cannot really narrow down. I am currently running OTRS on a CentOS 5.5 machine with MySQL 5.0.77, Perl 5.8.8, and apache 2.2.3, all installed from the standard CentOS repository. mod_perl and Apache::DBI are activated as well. Sometimes when I close a configuration page in SysConfig, I get an error page similar to the following: > Software error: > > Can't use string ("HASH(0x2aaf67eb7390)") as a HASH ref while "strict refs" in use at /opt/otrs//Kernel/System/SysConfig.pm line 616. > > For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Sometimes the error occurs in line 616 of SysConfig.pm, sometimes in line 1643. The address of the hash is varying from reload to reload. In some instances I get the correct page after 1-5 reloads, sometimes I don't. Restarting httpd and mysql also don't help. I ran the support assssment on the system, which shows everything OK. Error messages from the above page appear also appear in the Apache error_log, with no additional messages that might clear anything up. Also the OTRS error log does not contain any messages (I use syslog with 'debug' level, so there should not be anything filtered). I am using the system for some development work (currently for a set of ticketing interfaces for third-party applications using SOAP), so it might well be I messed something up (no changes to the standard files of OTRS, I just added some modules in Kernel::System, an XML config file in Kernel::Config::Files, and a CGI handler for SOAP requests). On the other hand, everything else works as expected, and until today so did SysConfig. What can cause this kind of behaviour? Any help is appreciated. Cheers, Peter.

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change time - sync to download e-mail
by DM_Julio Angulo 15 Feb '11

15 Feb '11

Greetings, The reason for this is because I want to know how to change time sync to download e-mail, I said, I set up multiple mailboxes connected to several lines of attention, so tickets are created automatically, but this task is performed every 10 minutes I would like to go every 5 minutes. thanks for the help. Julio Cesar Angulo Quiroz Telf.: 997066155 P.D.: add it to the forum http://forums.otrs.org/viewtopic.php?f=55&t=8217

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Re: [otrs] Master Slave Module problems
by Ryan Miguel 15 Feb '11

15 Feb '11

> can you see a Close action in the ticket action menu at all (beside Owner, Note, etc.)? > have you by any chance also installed the ITSM modules? Yes to both of those questions. I have installed the ITSM modules and I am able to see all ticket actions. If I attempt to close a Master ticket the screen hangs after clicking the submit button but if I refresh the ticket zoom view I can see the close event but the ticket stays in the open state. Thanks, Ryan ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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Re: [otrs] Strange redirect from index.pl on apache/freebsd
by Ryan Miguel 15 Feb '11

15 Feb '11

A.Rymkus, Sorry if this seems cumbersome or redundant but I am trying to understand your situation/problems a little better. First of all, are you able to re-run the web-installer? (http://server/otrs/installer.pl, tell me what happens after this) 1. Do you need or use SOAP in your environment at all? I ask because it sounds like you needed or wanted to use it at first but you stated that you had uninstalled it and ran CheckModules.pl 2. You mentioned that you copied the default config.pm and index.pl over your modified versions. a. Does the redirect occur with both versions of the files? (I am pretty sure your answer is yes, but just asking) b. When you say "correct login/password" you mean that you have modified the default config.pm by adding the mysql username and password? c. What is the address displayed in the navigation bar after the redirect occurs? d. What is the source of the page you are redirected to? - ryan ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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TimeAccounting 1.4.92 - not able to insert mandatory daily hour
by Marco Vannini 15 Feb '11

15 Feb '11

Hi there, I've tryed out the new version because I was interested in "bulk" update on hour, but, since its installation, I'm not able to exit from the mandatory input windows. Is there a way to reinstall 1.4.91 ? This because of the following message [root@xxxxx004 ~]# /opt/otrs/bin/otrs.PackageManager.pl -a install -p TimeAccounting-1.4.91.opm ERROR: OTRS-otrs.PackageManager.pl-10 Perl: 5.10.0 OS: linux Time: Wed Feb 9 09:03:49 2011 Message: Can't upgrade, installed package '1.4.92' is newer as '1.4.91'! Thank you in advance MV

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Strange behaviour in SysConfig after upgrade to 3.0.5
by Lars Jørgensen 15 Feb '11

15 Feb '11

Hi, I get this in Sysconfig after upgrading from 3.0.4 to 3.0.5 today: [cid:image001.png@01CBCC57.4C63EFB0] I have seen it before, but forgot how to fix it (it's the "Group %s" thing I'm talking about). Any ideas? Lars

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