March 2011 - otrs - OTRS mailing lists

Can't process mail error in System Log
by wes＠automaticduck.com 14 Mar '11

14 Mar '11

OTRS 2.4.9 I was checking my system log and there was this set of errors from overnight... Tue Mar 8 00:10:04 2011 error OTRS-PM-1 Can't process mail, see log sub system! at /opt/otrs/bin/PostMaster.pl line 117. Tue Mar 8 00:10:04 2011 error OTRS-PM-1 Can't process email with MessageID <<20101020173048.22720.qmail(a)norma.cybrhost.com>>! Please create a bug report with this email (From: XXXX.XXXX(a)XXXXXXX.com, Located under var/spool/problem-email*) on http://bugs.otrs.org/! Tue Mar 8 00:10:03 2011 error OTRS-PM-1 Can't get ArticleID from INSERT! Tue Mar 8 00:10:03 2011 error OTRS-PM-1 Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '=', SQL: 'SELECT id FROM article WHERE ticket_id = ? AND a_message_id = ? AND a_from = ? AND a_subject = ? AND incoming_time = ?' Tue Mar 8 00:10:03 2011 notice OTRS-PM-1 New Ticket [18467/Cant copy .wav] created (TicketID=8589,Queue=AutoDuck Support,Priority=3 normal,State=new) I'm not sure what I'm supposed to do here. I looked in /opt/otrs/var/spool and I see a file there, but what do I do with it? Thank you.

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Ticket owner set up automatically
by Robert Poreba 13 Mar '11

13 Mar '11

Hi All, When we create new Tickets, the Agent creating it becomes the Owner automatically. Is there a way to disable this feature so the Ticket sits in the queue with blank owner until somebody picks it up? I've checked google but no luck. -- Kind Regards, Robert

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Postmastermailbox.pl spams root mailbox
by Thorsten Goerich 11 Mar '11

11 Mar '11

Hi, I have a problem on one of our OTRS Systems and can´t figure out the problem. System: Language is German! opensuse 11.3 / PostgreSQL 8.4 / OTRS 2.4.9 / utf-8 I have several scripts in the root-crontab to backup files and DB every hour (we need this on our production system) that works good. Now I wanted to send me mails. So I added an alias for root to my mailadress. Now I get every hour my mails about my backupscripts. But now I saw that the PostmasterMailbox.pl sends every 10 minutes (when it catches mails from our systemmailbox) a mail to root (to me since I added the alias). Please take a look at these mail and tell me how I can get rid of this "failure" or is this a failure? Another system has no mails in root mailbox. This is the mail I get: Subject: Cron <otrs@SERVERNAME> $HOME/bin/PostMasterMailbox.pl >> /dev/null Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Not supported charset 'text/plain', fallback to 'iso-8859-1'! Can anybody tell me where I have start searching? Thanks. Best regards Thorsten Goerich

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Does OTRS 3 support DB2?
by Ward, Pierce 11 Mar '11

11 Mar '11

Hi, We are trying to set up OTRS 3.0.6 with DB2 9.7 FP3a on a 64bit Linux system. We have run into a couple of issues however, and it looks like the SQL/data type sizes are not supported by DB2. When we try to view the example ticket, the following error is printed to the Apache error logs: Message: [IBM][CLI Driver][DB2/LINUXX8664] SQL1585N A system temporary table space with sufficient page size does not exist. SQLSTATE=54048, referer: http://1.1.1.1/otrs/index.pl?Action=AgentTicketZoom;TicketID=1 The database is created with a pagesize of 32K (32768). Our DBA checked the query in question, and determined that it required a pagesize of '33529'; i.e. db2 'describe SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa.a_message_id, sa.a_in_reply_to, sa.a_references, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, st.responsible_user_id, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.ticket_lock_id, st.title, st.escalation_update_time, st.freetime1 , st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.change_time FROM article sa, ticket st WHERE sa.ticket_id = ? AND sa.ticket_id = st.id' | cut -c23-35 | awk '{i=i+$1; print $1,i;}' | tail -n 1 33529 This is above the maximum supported by DB2 (32768). Has anyone successfully ran OTRS3 and DB2? Any suggestions on how we can overcome this problem? Thanks! Pierce CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email.

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Reply to a customer ticket
by Polonkai Gergely 11 Mar '11

11 Mar '11

Hello! I have upgraded from OTRS 2.4.x to 3.0.6. Until today we were testing the ITSM features of OTRS::ITSM, which works great. Today, we began to test the ticketing features, so we could fully migrate from our old ReadyDesk system to OTRS. However, we cannot find a reply feature in the ticket display. When I zoom to a ticket, there is a <select> box with -Reply- in it, but nothing happens whatever I do with it. Am I missing, or forgot to turn on something? Thanks in advance! Gergely Polonkai

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timezone issue
by IT easyap 11 Mar '11

11 Mar '11

Hello, We have a Server installed in Madrid ( spain ) CET - GMT+1 and we have agents in spain and in Mexico GMT-6. The server has the etc/localtime file fro CET time zone We want to have the created time record recorded in CET time but we want to use the display the tickets in the apropiate time zone time that is , the server time in spain and mexico time for Mexican users. Our actual configuration is: Timezone +0 TimeZoneUser No TimeZoneUserBrowserAutoOffset Yes the records in the database are recorded at the correct time and the ticket time display is the same than the database time both spain and mexico We tried to change some parameters in Core:Time with no success results. Timezone +1 TimeZoneUser No TimeZoneUserBrowserAutoOffset Yes With this configuration records are recorded in the database with 1 our of difference with the correct time and the display is with the same time than the server Timezone +1 TimeZoneUser Yes TimeZoneUserBrowserAutoOffset Yes With this configuration records are recorded in the database with one hour of difference and the display is for spain with 2 hours of difference (+1) Do you Know whats the correct configuration of timezone variables ? Thanks in advance

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Notification time slot
by Stephan Lang 11 Mar '11

11 Mar '11

Hi Is there a way to send notifications, or event based notifications only within a specific time slot? I'd like to send a ticket created notification to an agent, but only outside of the specified TimeWorkingHours. Yours sincerely p.p. Stephan Lang System Administrator [Interzum]<http://www.bockonline.de> ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRA 11 240 pers. haft. Gesch?ftsf?hrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRB 93 10 Gesch?ftsf?hrer: Harald Meyer, Klaus Stepper Diese E-Mail enth?lt m?glicherweise vertrauliche und/oder rechtlich gesch?tzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrt?mlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

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how to change
by DM_Julio Angulo 11 Mar '11

11 Mar '11

Hello, do not understand how to make changes, someone has a manual of procedures of this part or a link where you can advise me. thanks Julio Cesar Angulo Quiroz Telf.: 997066155

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can't next outside a loop block at../..//Kernel/System/Ticket.pm line 4993
by Boon Yam 11 Mar '11

11 Mar '11

Hi all After I pressed a button to submit a ticket, below error shows :- can't next outside a loop block at../..//Kernel/System/Ticket.pm line 4993

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Adding New E-Mail Addresses To REPLY-ALL
by Sam Lurie 10 Mar '11

10 Mar '11

If a customer submits a ticket, and CC's several people, when I click REPLY-ALL, they are all included. If one of those people forwards this ticket to someone not on the initial e-mail list, and this person then replies, the user is now an important part of the ticket thread, but they're e-mail is not auto-populated in the REPLY-ALL drop down. Another scenario is that I reply to a ticket, and include someone new. Once they respond, if I click REPLY-ALL, they aren't auto populated in the TO or CC fields. Basically, I'd like to see anyone who the system has e-mailed, or who has e-mailed the system, automatically included in the REPLY-ALL auto-population. Imagine that an end user (we'll call them the "Customer") submits a ticket, and CC's one of their Co-Workers (we'll call that person "Co-Worker). Their ticket requires me to e-mail a 3rd party vendor (we'll call them "Vendor". So I click REPLY-ALL. OTRS auto-populates the Customer in the TO field, and the Co-Worker in the CC field. I'd move the Customer to the CC field, so that both the Customer, and the Co-Worker, are in the CC field, and now I will enter the e-mail address of the Vendor in the TO field and forward the initial ticket. Some time later, the Vendor will reply all, which the Customer and the Co-Worker will see, and OTRS will add to the history log. Now here's where the problem is. If I select that history line, and I choose REPLY ALL, the Vendor's e-mail address isn't included. I have to manually enter it again, even if I click REPLY to their message, it only includes the Customer. If I click REPLY ALL, it includes the Customer, and the Co-Worker, but still not the Vendor. Is there a fix for this? Please help. Samuel Lurie SERVICE DESK ANALYST MONTPELIER GROUP 300 Trade Center, Suite 2610, Woburn, MA, 01801-7409 D: +1 (781) 638-2118 M: +1 (781) 290-7756 F: +1 (888) 992-2990 sam.lurie(a)montpeliertr.com www.montpelier <http://www.montpelier/> tr.com This e-mail, including any attachments, constitutes non-public information that may be protected by the attorney/client or other privileges. If you are not a designated recipient, delete this email and immediately notify the sender. The unauthorized use, dissemination, distribution or reproduction of any portion of this e-mail is prohibited and may be unlawful. For Montpelier's complete disclosure policy please see: http://www.montpelierre.bm/legal.html.

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