August 2011 - otrs - OTRS mailing lists

Ignore a specific error log
by José Francisco Luis Medina 08 Aug '11

08 Aug '11

Hello good morning, I'm doing the customization of OTRS 3.0.9 to implement in my workplace, in the process I have seen the need to change some things in the pack FAQ, but after doing so, the system detects such errors in the files changes. How I can prevent this from happening? thank you very much who can help me

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Merging multiple Tickets
by Dion van Adrichem 05 Aug '11

05 Aug '11

Lets say that there are 3 tickets. A, B and C If Ticket C is merged to Ticket B. And afterwards Ticket B is merged to Ticket A. Is it normal that when an extra email arrives for Ticket C that it will be added to Ticket B? I would expect the new email to be added to Ticket A. Currently my installation of OTRS 3.0.4 behaves like describe above, but it seems counter intuitive right? Dion

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out of memory
by Fabio Flores 05 Aug '11

05 Aug '11

Hello, For some reason my OTRS installation stops sending e-mail and according to the log files, its a "out of memory" issue. My server doesnt have memory issues as you can see bellow: free -m total used free shared buffers cached Mem: 3330 3238 92 0 170 1367 -/+ buffers/cache: 1700 1630 Swap: 2055 0 2054 Software version: CentOS Linux 5.5, apache 2.2.3-45, perl v5.8.8, otrs version 3.0.9-01 Logs: [Fri Jul 29 23:20:02 2011][Notice][Kernel::System::PID::PIDCreate] Can't create PID GenericAgent, because it's already running (xy.x.com/32722) [Sat Jul 30 00:10:14 2011][Error][Kernel::System::PostMaster::Filter::FilterGet][199] ERROR: out of memory DETAIL: Failed on request of size 8160. , SQL: 'SELECT f_type, f_key, f_value, f_name, f_stop FROM postmaster_filter WHERE f_name = ?' [Sat Jul 30 00:10:15 2011][Error][Kernel::System::SystemAddress::SystemAddressQueueID][322] ERROR: out of memory DETAIL: Failed on request of size 8160. , SQL: 'SELECT queue_id FROM system_address WHERE valid_id IN ( 1 ) AND LOWER(value0) = LOWER(?)' [Sat Jul 30 00:10:15 2011][Error][Kernel::System::SystemAddress::SystemAddressQueueID][322] ERROR: out of memory DETAIL: Failed on request of size 8160. , SQL: 'SELECT queue_id FROM system_address WHERE valid_id IN ( 1 ) AND LOWER(value0) = LOWER(?)' [Sat Jul 30 00:10:15 2011][Error][Kernel::System::Queue::QueueLookup][475] ERROR: out of memory at character 16 DETAIL: Failed on request of size 28. , SQL: 'SELECT id FROM queue WHERE name = ?' [Sat Jul 30 00:10:15 2011][Error][Kernel::System::Queue::QueueLookup][482] ERROR: out of memory at character 18 DETAIL: Failed on request of size 28. , SQL: 'SELECT name FROM queue WHERE id = ?' [Sat Jul 30 00:10:15 2011][Error][Kernel::System::CustomerUser::DB::CustomerSearch][310] ERROR: out of memory DETAIL: Failed on request of size 8160. , SQL: 'SELECT login , first_name, last_name, email FROM customer_user WHERE LOWER(email) LIKE LOWER('mailer-daemon(a)mon1.xyz') AND valid_id IN (1) LIMIT 250' [Sat Jul 30 00:10:15 2011][Error][Kernel::System::Ticket::TicketCheckNumber][261] ERROR: out of memory at character 16 DETAIL: Failed on request of size 28. , SQL: 'SELECT id FROM ticket WHERE tn = ? LIMIT 1' [Sat Jul 30 00:10:15 2011][Error][Kernel::System::Queue::QueueLookup][482] ERROR: out of memory at character 18 DETAIL: Failed on request of size 28. , SQL: 'SELECT name FROM queue WHERE id = ?' [Sat Jul 30 00:10:15 2011][Error][Kernel::System::State::StateGet][223] ERROR: out of memory DETAIL: Failed on request of size 8160. , SQL: 'SELECT ts.id, ts.name, ts.valid_id, ts.comments, ts.type_id, tst.name, ts.change_time, ts.create_time FROM ticket_state ts, ticket_state_type tst WHERE ts.type_id = tst.id AND ts.name = ?' [Sat Jul 30 00:10:15 2011][Error][Kernel::System::Ticket::TicketCreate][405] No StateID for 'new'! [Sat Jul 30 00:10:15 2011][Error][/opt/otrs/bin/otrs.PostMaster.pl][136] Can't process mail, see log sub system! at /opt/otrs/bin/otrs.PostMaster.pl line 116. [Sat Jul 30 00:10:16 2011][Error][Kernel::System::DB::new][181] expected authentication request from server, but received c [Sat Jul 30 00:10:16 2011][Error][/opt/otrs/bin/otrs.PostMaster.pl][136] Got no DBObject at /opt/otrs/Kernel/System/PostMaster.pm line 101, <STDIN> line 57. [Sat Jul 30 00:10:16 2011][Error][Kernel::System::DB::new][181] expected authentication request from server, but received c [Sat Jul 30 00:10:16 2011][Error][/opt/otrs/bin/otrs.PostMaster.pl][136] Got no DBObject at /opt/otrs/Kernel/System/PostMaster.pm line 101, <STDIN> line 57. [Sat Jul 30 00:10:16 2011][Error][Kernel::System::DB::new][181] FATAL: out of memory Could you please point me to where I should look first? Thanks in advance ---------------------------------------------- Fabio Flores

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OTRS parse e-mail text to get parameters
by Ugo Bellavance 04 Aug '11

04 Aug '11

Hi, Can OTRS parse the e-mail body to get priority of a request? I'd like to create an e-mail template that (internal) customers would use, and in this template, the priority would be stated. Can OTRS parse the e-mail body to get the priority? Thanks, Ugo

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PostmasterFollowUpSearchInReferences problems
by Tony Haidamous 04 Aug '11

04 Aug '11

Hello, I am trying to make use of PostmasterFollowUpSearchInReferences functionality. I have set it from GUI and in Config.pm and yet I still have email replies with no TicketID that create a new ticket. Did anyone face a similar problem before? Is there any other config setting that should be checked for this to work? Thanks. Regards, Tony

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SOAP Request gives error response 411, Length Required
by niklas＠iandapp.com 03 Aug '11

03 Aug '11

Hello, I am trying out this example: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=369 I am getting this error: PHP Warning: fopen(http://192.168.1.101/otrs/rpc.pl): failed to open stream: HTTP request failed! HTTP/1.1 411 Length Required\r\n in /Library/WebServer/Documents/SMICTestProject/test.php on line 10 Anyone that can help out what the problem can be and how to solve it? In the example there is no length specified. I can not figure out how to calculate the length and how to specify it in the request either. I'm totally stuck! Thank you in advace. Niklas

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How to delete "a lot" of tickets on DB-side?
by Alexander Rothenberg 02 Aug '11

02 Aug '11

Hi, we use OTRS 2.3.4 and mysql 5 as its database. Due to an issue on our side, a few thousand useless tickets have been created :( I have adminrights on that OTRS-system but i cannot find any option to delete all tickets of a specific queue. I would like to delete them in a "clean" way from the database but therefore i have to know the complete list of which tables? I can identify all tickets by the queue_id of the tickets-table. They are all unanswered and have no edits... Thx and regards -- Alexander Rothenberg Fotofinder GmbH USt-IdNr. DE812854514 Software Entwicklung Web: http://www.fotofinder.net/ Potsdamer Str. 96 Tel: +49 30 25792890 10785 Berlin Fax: +49 30 257928999 Geschäftsführer: Ali Paczensky Amtsgericht: Berlin Charlottenburg (HRB 73099) Sitz: Berlin

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Problem after installed ITSM Module
by Wagner 01 Aug '11

01 Aug '11

Hello, I just installed the ITSM Module and my otrs lost all the "design" of the website, no css, and show the message as if my browser was not supported (before installing ITSM it was working fine) Sending Attached a print screen of the website login page now What Could it be? Thanks

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