February 2011 - otrs - OTRS mailing lists

Master Slave Module problems
by Ryan Miguel 15 Feb '11

15 Feb '11

Using the Master/Slave module when I designate a ticket as a new master ticket I am unable to close it later. I can switch queues, add notes and change all other properties; however, no matter where I try to close it from (notes, ticket close action, etc ) the ticket will not close. It appears that the ticket actions I create for the ticket hang after submitting but if I refresh the page I can see the actions in the ticket zoom/history. Using otrs - 3.0.5 with Master/Slave - 1.1.1 I haven't been able to find anything using Google or the OTRS forums Any help would be appreciated Ryan Miguel ______________________________________________________________________ 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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Encoding issues on configuration files
by Hery Njato Randriamanamihaga 15 Feb '11

15 Feb '11

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Encoding issues on configuration files
by Hery Njato Randriamanamihaga 15 Feb '11

15 Feb '11

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REG : Attachment Corrupted
by vijay dahiya 15 Feb '11

15 Feb '11

Dear All, When ever customer are uploading Attachment and agent try to open those attachment they are corrupted . I am using OTRS 3.0.5 and mysql utf-8 on windows . Text and CSV file are working properly files like Excel , zip etc are corruted . Regards Vijay Dahiya

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Problem with Auto Reply
by Sridhar Reddapani 14 Feb '11

14 Feb '11

Hi, I am having problem with sending auto reply, if someone[not existing customer] send email to OTRS ticketing system. I can see below message in log. Sent no 'auto reply' for Ticket [*****] (***********) because the sender doesn't want a auto-response (e. g. loop or precedence header) Could someone suggest me how to fix this issue? Thanks, Sridhar..

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REG : Attachment to Customer
by vijay dahiya 14 Feb '11

14 Feb '11

Dear All, I am using the OTRS 3.0.5 ,while i am closing the ticket i am attaching the File with that . I have set a notification which goes to customer while closing the ticket . Customer is only getting the notification , attachment is not going to him . Please let me know how can i do this . Regards Vijay Dahiya

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Moving a queue has no effect
by Lars Jørgensen 14 Feb '11

14 Feb '11

Hi, I moved a queue under one queue to another queue (the queue "DigiZuite" was a subqueue of "Helpdesk" and was moved to be a subqueue of "Projects"). In Admin it looks fine: [cid:image001.png@01CBCC5A.250998E0] But in the Agent interface, the queue is still under Helpdesk: [cid:image002.png@01CBCC5A.250998E0] What goes wrong? I moved a bunch of queues last week when we were running OTRS 3.0.4 and that worked fine. Lars

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Migration trouble
by Simon GARESTE 14 Feb '11

14 Feb '11

Hi all, Sorry to disturb, but I've been trying to upgrade from 2.4.8 to 3.0.4, following this page <http://doc.otrs.org/3.0/en/html/upgrading.html>, and it seems that it's not working : Software error: Can't load backend module Kernel::System::Cache::File! at /opt/otrs//Kernel/System/Cache.pm line 83. For help, please send mail to the webmaster ([no address given] <mailto:[no%20address%20given]>), giving this error message and the time and date of the error. Since google is my best friend, he told me to see this <http://comments.gmane.org/gmane.comp.otrs.user/32870>, which I did, but unfortunately, first I do not know if the answer corrected the trouble, second I do not know where I am supposed to find the config for $home.. Can anybody help? Thank you ps : otherwise, great job guys, this thing is really useful! -- Simon Gareste Support& Development Engineer -- Consortium Scilab Digiteo Domaine de Voluceau Rocquencourt - B.P. 105 78153 Le Chesnay Cedex --

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error doing RebuildTicketIndex
by Jan.Dreyer＠bertelsmann.de 14 Feb '11

14 Feb '11

Hi, I posted this one on http://forums.otrs.org but got no answer, so I'm pushing it here again. Since some days we are getting the following error when trying to rebuild the Index (we are using the separate index, as the amount of tickets in the database is huge): otrs@otrs:~> $HOME/bin/RebuildTicketIndex.pl ERROR: OTRS-RebuildTicketIndex-01 Perl: 5.8.8 OS: linux Time: Wed Feb 9 08:45:08 2011 Message: Need Lock or LockID! Traceback (13807): Module: Kernel::System::Lock::LockLookup (v1.29) Line: 179 Module: Kernel::System::Ticket::TicketGet (v1.30.2.6) Line: 1138 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockAcceleratorAdd (v1.11.2.4) Line: 225 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketAcceleratorRebuild (v1.11.2.4) Line: 422 Module: /opt/otrs/bin/RebuildTicketIndex.pl (v1.18) Line: 58 otrs@otrs:~> What is causing that? How could I get it working again? Thanks for your answers! Greetings Jan Dreyer

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newbie break otrs
by Al Hopper 14 Feb '11

14 Feb '11

I've been working hard to configure notifications and the real challenge is to get everything working using the Amazon SES mail service via the Postfix MTA. Amazon SES is very picky about headers and all outgoing email has to have the From: address verified initially. I was configuring the Kernel::Sendmail::Host and I changed it from 'localhost' to nothing (empty). Immediately OTRS shows: Software error: Can't locate object method "EventHandlerTransaction" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/System/Ticket.pm line 8325. How do I recover the system from here?? Note: The particular value I changed is documented as: SendmailModule::Host -- Al Hopper

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