March 2012 - otrs - OTRS mailing lists

strange block on orts application when going to admin->sysconfig
by Luca Domenella 26 Mar '12

26 Mar '12

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error upgrading from 3.0.10 to 3.1.2
by IT easyap 23 Mar '12

23 Mar '12

Hello, I'm trying to migrate our server 3.0.10 to 3.1.2 but it doesn't work. In the first stage running the sql script DBUpdate-to-3.1.mysql.sql we receive a duplicate entry error, attached you will find the message. In the seccond stage running the perl script DBUpdate-to-3.1.pl the first 5 steps run with out any problem but at the begining of step 6 an error arrise. Could you please hel us with this issue ? Thanks in advance - cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs [root@otrs otrs]# cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1062 (23000) at line 187: Duplicate entry '320742-Seen-105' for key 1 - scripts/DBUpdate-to-3.1.pl Migrated ticket 105000 of 105434 (with Free fields data). Migrated ticket 105100 of 105434 (with Free fields data). Migrated ticket 105200 of 105434 (with Free fields data). Migrated ticket 105300 of 105434 (with Free fields data). Migrated ticket 105400 of 105434 (with Free fields data). Migrated 105434 tickets of 105434 (with Free fields data). done. Step 6 of 23: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 407 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 109 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 412 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 109 Free fields were deleted, migration is already done! done. Step 7 of 23: Verify if ticket data was successfully migrated... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 407 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 117 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 412 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 117 Free fields were deleted, migration is already done! done. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 407 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 125 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (2760): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.74) Line: 412 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 125 Step 8 of 23: Verify if article data was successfully migrated... Free fields were deleted, migration is already done! done. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 618. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Wed Mar 21 10:27:32 2012 Message: MySQL server has gone away, SQL: 'SELECT id, name, field_order FROM dynamic_field ORDER BY field_order, id' Traceback (2760): Module: Kernel::System::DynamicField::DynamicFieldList (v1.50) Line: 713 Module: main::_MigrateFreeFieldsConfiguration (v1.74) Line: 1085 Module: scripts/DBUpdate-to-3.1.pl (v1.74) Line: 139 Can't use an undefined value as a HASH reference at scripts/DBUpdate-to-3.1.pl line 1090. Step 9 of 23: Migrate free fields configuration...

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Transition between two firewalls - parallel setup?
by Ugo Bellavance 23 Mar '12

23 Mar '12

Hi, During my Checkpoint to pfSense transition, I'll have, during a few days, two ISP active at the same time at the office. The firewall is the only router of the organisation, but has several networks attached to it. Would it be possible to have the two firewalls active at the same time and migrate my services one by one? It doesn't matter if I can't migrate all of my services without interruptions, but if I could test a few things on the new setup before the cutover, it would be nice. Thanks, Ugo

1 1

GenericAgent - Escalation States Filtering Problem
by Franz Esberger 23 Mar '12

23 Mar '12

Dear all, i stumbled across i problem when trying to move "new" and "open" tickets that are escalated from one queue (foo) to another (bar). I setup a GenericAgent: # [name of job] -> upstairing mechanism 'upstairing mechanism' => { # job applies to tickets which: Queue => 'foo', States => ['new','open'], Escalation => 1, # new ticket properties New => { Note => { Queue => 'bar', From => 'Upstairing Mechanism', Subject => 'Ticket Moved!', Body => 'Moved to get the Customer satisfied', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, The Problem i'm stuck with is that the Job itself is running wonderfully for all escalated Tickets in Queue "foo", but the Filter on States => ['new','open'], just doesn't seem to work (although the filter is mentioned in GenericAgent.pm.examples), i always get all escalated Tickets, even if the're in pending* States. Expected behaviour: Move all escalated Tickets in Queue "foo" with States "new" or "open" to Queue "bar". Leave all other Tickets untouched. I am using OTRS 2.4.12 on Linux. Any hint appreciated ... cheers, ffe

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Customer database + LDAP & customer login pages
by Guido Eli 23 Mar '12

23 Mar '12

Hello, the configuration of our OTRS 3.1.1 contains two customer backends - $Self->{CustomerUser} with LDAP - $Self->{CustomerUser1} with db backend the OTRS standard pages to reset the password or create a new account are not working, because they are using only the LDAP backend. Error Messages : OTRS-CGI-10[10804]: [Error][Kernel::System::CustomerUser::LDAP::SetPassword][Line:693]: Not supported for this module! OTRS-CGI-10[10724]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserAdd][Line:667]: Not supported for this module! ok, I can understand this error on a LDAP backend - but how can I force the modules to use the DB instead? Thanks for any idea Guido

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AUTO: Damiano Anselmi is out of office (restituzione di Mer 29/02/2012)
by Damiano Anselmi 22 Mar '12

22 Mar '12

Sono fuori dall'ufficio da Gio 22/03/2012 fino a Ven 23/03/2012. For urgent matters: - please contact Paolo Lui, plui(a)ufi.it (Tel. +39 0376 386872) I'm out of office. I will respond to your message when I'm back. For UFI Users: please open a ticket with Mantis Helpdesk system In case of emergency, please contact In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "Re: [otrs] Ideas for forwarding from technician's email to OTRS" inviata il 22/03/2012 8.46.53. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

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Re: [otrs] Ideas for forwarding from technician's email to OTRS
by Robinson Mitchell 22 Mar '12

22 Mar '12

Our OTRS 3 server is hosted on an Amazon EC2 Micro EBS Instance with an assigned Elastic IP. The monthly cost for the instance is less than $18 and handles our ticket volume very well. Our regular email is serviced by Google Apps for Business (premium edition) where the addresses are emailaddy(a)ourdomain.com We use a Google Apps free edition domain for service accounts including the main OTRS mailbox which is helpdesk(a)ourdomain.net This is the primary address which OTRS uses, polling the mailbox every two minutes using the OTRS fetch mail cronjob Google Apps allows up to 30 alias email addresses per individual. We have aliases set up that correspond to queue names, e.g. desktops(a)ourdomain.net >> desktops queue servers(a)ourdomain.net >> servers queue malware(a)ourdomain.net >> malware queue Even though all the messages go to the same helpdesk(a)ourdomain.net mailbox OTRS can see the to: field of each message and routes the messages accordingly. I should think that this same method would work for technician emails as well, even though we're not using that method. In this way each of your technicians could have a proper email box in the primary company domain for regular internal correspondence, and a helpdesk email address in the service domain to give to customers to keep those emails on the helpdesk. Rob

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Re: [otrs] Ideas for forwarding from technician's email to OTRS
by jverhoeff＠beckhoff.nl 22 Mar '12

22 Mar '12

Hi, We have the same situation, customers who are mailing to technicians directly. We simply move the mail to the support mailbox (this is possible with outlook if you have both your own and the support mailbox, just drag and drop) It is than automaticly picked up by OTRS and processed. Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff Beckhoff.nl / IAL _____ From: Mary Hunter [mailto:mhunter@jfku.edu] Sent: zondag 18 maart 2012 2:39 To: OTRS Email List Subject: [otrs] Ideas for forwarding from technician's email to OTRS Hi, It is sometimes difficult for us to convince some users to email our helpdesk email instead of emailing particular technicians. This is rough on our techs and our users - if a technician is out or busy, the user doesn't get the speedy service they would get if they had used our helpdesk, and it means our techs have to either log the ticket manually from their email and/or explain that they just have to email a different email address. Also, if a person is high enough on the org chart, you just don't tell them you're not going to help them because they contacted you through the wrong channel. Even if it's a user that we can't get to go through the helpdesk for whatever reason, we want to log these calls properly, and get them into our ticket system so they can be tracked and ensure proper followup and quality control. I'm wondering if anyone has found an easy way for technicians to log tickets from their email into OTRS -- easier than logging a ticket by filling in each field manually. Back when we used another email system, I would sometimes just 'bounce' them -- then the proper headers would be preserved and the message would appear to come from the user, and they would get their account set up properly, get all the correct auto-replies, etc. But we use gmail now and it doesn't support bounces. Just forwarding the message wouldn't preserve the proper headers -- it would appear to be coming from the technician and then log it as if the technician logged the ticket, with all the communication that should be going to the end user being directed to the tech instead. That's no good. I'm wondering if anyone has created a way to tackle this. Perhaps creating a way to get OTRS to take the format of a forwarded message and somehow extract the From, Subject, and Body appropriately and log the ticket that way (not via the main helpdesk email, but perhaps a secondary one that IT would use only for this purpose.... wouldn't want to extract the fields on a regular message to the helpdesk that included a forwarded message). -- Mary Hunter Director of Information Technology John F. Kennedy University Phone: 925-969-3466 <tel:925-969-3466> Fax: 925-969-3474 <tel:925-969-3474> For IT assistance, please contact our Helpdesk at 925-969-3464 <tel:925-969-3464> or helpdesk(a)jfku.edu <mailto:helpdesk@jfku.edu> .

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how to disable (temporarily) email delete from server
by Luca Domenella 21 Mar '12

21 Mar '12

Hi, we are going to upgrade our OTRS from 2.0.4 to 3.1.2. in order to be able to rollback our customercare manager asked us to disable the erasing of emails from server. In this way if they found problems we can roll back and reapply everything. I think its stupid but.. its just my opinion. Our email are all POP3. Is the otrs.PostMasterMailbox.pl script the one that download the emails ? (im a newbie on otrs sorry) How can I modify such script to do not permit it do delete the email from the server ? Br, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com<mailto:luca.domenella@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

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Re: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl
by Guido Eli 21 Mar '12

21 Mar '12

Dear Martin, good work, the issue is solved with the new script. Thanks for your support Regards, Guido -----Original Message----- From: Martin Gruner [mailto:martin.gruner@otrs.com] Sent: Montag, 19. März 2012 12:50 To: Eli, Guido, IT Treofan; User questions and discussions about OTRS. Subject: Re: [otrs] Migration issue from OTRS 3.0.11 to 3.1.2 - Run scripts/DBUpdate-to-3.1.pl Dear Guido, thanks for your report, I just fixed the error that you saw. If you want, you can try the latest DBUpdate-to-3.1.pl from here: http://source.otrs.org/viewvc.cgi/otrs/scripts/DBUpdate-to-3.1.pl?view=log It was related to free time fields configuration, not article free time configuration (that might be another bug). I'd be glad to hear if the migration now works for you. Regards, mg

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