April 2012 - otrs - OTRS mailing lists

serious problem regarind email fetching.. not just Can't create PID file
by Luca Domenella 11 Apr '12

11 Apr '12

Hi, in reference as my previous emails, due i haven't find a logical reason why the process do not finish to get emails, I tried to run it manually foring it to start even is a process is already running... the problem is the process is not running for real, this is the output of the manual run and I guess there is a problem/BUG on otrs: [otrs@otrs ~]$ ./bin/otrs.PostMasterMailbox.pl -f 1 NOTICE: PostMasterMailbox.pl is already running but is starting again! POP3: Connection to pop.europe.secureserver.net closed. POP3: Message 1/24 (account2/emailserver) POP3: Message 2/24 (account2/emailserver) POP3: Message 3/24 (account2/emailserver) POP3: Message 4/24 (account2/emailserver) POP3: Message 5/24 (account2/emailserver) POP3: Message 6/24 (account2/emailserver) POP3: Message 7/24 (account2/emailserver) POP3: Message 8/24 (account2/emailserver) POP3: Message 9/24 (account2/emailserver) POP3: Message 10/24 (account2/emailserver) POP3: Message 11/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 12/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 13/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 14/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 15/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 16/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 17/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 18/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 19/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Message 20/24 (account2/emailserver) POP3: Safety protection waiting 2 second till processing next mail... POP3: Reconnect Session after 20 messages... POP3: Connection to 10.130.16.24 closed. POP3: Message 1/255 (account1/emailserver) POP3: Message 2/255 (account1/emailserver) POP3: Message 3/255 (account1/emailserver) Charset encode 'us-ascii' -=> 'utf-8' (<francoallaÃÂ²(a)yahoo.it>) not supported! Charset encode 'us-ascii' -=> 'utf-8' (<francoallaÃÂ²(a)yahoo.it>) not supported! Wide character in syswrite at /usr/lib/perl5/5.8.8/Net/Cmd.pm line 214. [otrs@otrs ~]$ Looking at the output its evident that the perl script ot fetch the emails stop because of a problem in converting the email address or some character... do not delete the process_id from the table... and do not download any email. This is a serious problem for us... Any idea ???? Br, Luca Domenella T: +39 06 98962316 M: +39 3426919354 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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When creating a ticket with no service selected get Need TicketID error
by Wagner 10 Apr '12

10 Apr '12

Hello, when I create a ticket without selecting a service I get this error: Need TicketID! how may I change it? to service not be mandatory? Thanks

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strange problem in fetching email
by Luca Domenella 10 Apr '12

10 Apr '12

Hi all, i dont know why, but the emails are fetched every hour instead of every 10 minutes... the crontab is correctly configure the get them very 10 minutes... (the default otrs crontab)... any idea ? regards, Luca Domenella T: +39 06 98962316 M: +39 3426919354 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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child domain auth (multiple baseDN)
by Eddie 10 Apr '12

10 Apr '12

Trying to set otrs so users from child domain can open tickets. By changing the Active Directory port from 389 to 3268 (global catalog port) and changing auth:uid to "userPrincipalName" , I can get users from the child domain to authenticate using "username(a)childdomain.parentdomain.com" at the login page. The user authenticates but otrs cant find/create a record for them with the following error: Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator. Apr 2 11:09:56 otrs OTRS-CGI-10[7503]: [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: administrator@childdomain.parentdomain.com(CN=Administrator,CN=Users,DC=childdomain,DC=parentdomain,DC=com) authentication ok (REMOTE_ADDR: 10.10.10.6). Apr 2 11:09:56 otrs OTRS-CGI-10[7503]: [Error][Kernel::System::CustomerUser::SetPreferences][Line:504]: No such user 'administrator(a)childdomain.parentdomain.com'! Is this because otrs cant find the user under the baseDN? current baseDN: dc=parentdomain,dc=com is it posible to specify multiple baseDN like: baseDN= dc=parentdomain,dc=com;dc=childdomain,dc=parentdomain,dc=com How can I get users from the child domain to be able to use otrs to open tickets?

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Redundant DB connection
by Jan Behrend 05 Apr '12

05 Apr '12

Hello List, is otrs capable of connecting to replicated DB (mysql) servers? I.e. One DB server goes down, and otrs will failover to the other. Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de

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Notification Tags
by Zaki Chellah 03 Apr '12

03 Apr '12

Hello, I want to send notifications to agents at ArticleCreate with article content, example : 1- A mail is received : all agents are notified with the mail content. 2- A response is sent by an agent : all agents are notified with the response content. 3- A response by mail from the customer is received : all agents are notified with the mail content. 4- A response is sent by an agent : all agents are notified with the response content. The tag <OTRS_CUSTOMER_EMAIL[]> with attachements permits this but the agents' answers are in attachements and this is not very clear for our agents because the first thing that appears in the notification is the previous customer message. Is there some tag or a way to help me set up this workflow. I hope this isn't a common newbie question, but I can't find the answer in the docs... Thanks for your answers ! -- Zaki CHELLAH

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Bug when moving a ticket into a queue on which there is an ACL
by Mungra Girish 02 Apr '12

02 Apr '12

I am using ACL to create a workflow and it goes like: # ticket acl $Self->{TicketAcl}->{'103-limit103-ACL'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['Purchases::Store Section'], } }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['Purchases::IT Area'], }, }, }; But when an agent tries to move a ticket into the queue 'Purchases::Store Section' we get a bug failure with error message '?.' When the admin moves ticket in the same queue it works though. Thanks for helping out. This e-mail and any file transmitted with it are confidential and are intended solely for the use of individual or entity to which they are addressed. If you are not the intended recipient you are notified that disclosing, copying, distributing, or taking any action in reliance on the contents of this email is strictly prohibited. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally the recipient should check this email and any attachments for the presence of viruses. Any company forming part of the MCB Group shall accept no liability for any damage caused by any virus transmitted by this email. In accordance with the companies forming part of the MCB Group, electronic mail policy, email sent or received may be monitored.

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Mail, alias, and login - As a unique client
by Jober Mijares 02 Apr '12

02 Apr '12

Hi folks I have a situation trying to setting OTRS 3.1.2, exactly with the customer: We have the next configuration in our LDAP rmijares(a)123.com ---> alias ronna.mijares(a)123.com ----> mail rmijares ----> login So, if i sent a message from thunderbird, depends of my configuration, OTRS could receive 3 different options: "rmijares(a)123.com" or "ronna.mijares(a)123.com" or "rmijares" Because clients have possibility of setting their mail client. In my OTRS I declared my CustomerID: mail, so, when I sent a message from "ronna.mijares(a)123.com", OTRS took my information as a client, but, if another client send his message from his thunderbird where he has his Name Account as "client1", OTRS received the email as a user that it doesn't know, because the CustomerId is "client1(a)123.com" not client1. If I change this value in /Kernel/Config.pm CustomerID => 'mail', for CustomerID => 'uid' Is the same, because of, if I have to sent a message from webmail, my information would be "ronna.mijares(a)123.com", and OTRS doesn't know this client, it just know UID "rmijares". I've been reading about this case in OTRS list, but, I just found one user where he want declare more than one email for one user, and this not my problem. I added both var (mail and uid) for customerid, but i didn't get any result. Automatically, this has produced me problems setting service for customer, because, when I try to choose the service I can't do it. Any help? Thanks...

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SystemMonitoring regexp failure
by Sune T. Tougaard 02 Apr '12

02 Apr '12

Hi, Sorry for the lenghty e-mail, but I need some help on this. I'm trying to get my Zenoss alerting working with my OTRS install. Even though I've tried tailoring the e-mails to my systemmonitoring rules specifically, I don't seem to be getting the desired results. One of the mails (html) I get from Zenoss looks like this: Subject: <Hostname> ip <IP Address> is down Body: Device: <Hostname> Component: Severity: Critical Time: 2012/03/23 09:26:12.000 Message: ip <IP Address> is down Event Detail Acknowledge Delete Device Events -------------------------------------------------------------------------------- OTRSHost: <hostname> OTRSService: OTRSState: ip <IP Address> is down OTRSNumState: 5 And the "Clear" (host up) mail for that same host: Subject: CLEAR: <Hostname> ip <IP Address> is up Body: Event: 'ip <IP Address> is down' Cleared by: 'ip <IP Address> is up' At: 2012/03/23 09:28:10.000 Device: <Hostname> Component: Severity: Critical Message: ip <IP Address> is down Undelete -------------------------------------------------------------------------------- OTRSHost: <Hostname> OTRSService: OTRSState: ip <IP Address> is up OTRSNumState: 0 For RegExps in the SystemMonitoring, I would like the following to catch what I need: 'CloseTicketRegExp' => '0', 'DefaultService' => 'Host', 'FromAddressRegExp' => '<E-Mail Address>', 'HostRegExp' => '\\s*OTRSHost:\\s+(.*)\\s*', 'NewTicketRegExp' => '1|2|3|4|5', 'ServiceRegExp' => '\\s*OTRSService:\\s+(.*)\\s*', 'StateRegExp' => '\\s*OTRSNumState:\\s+(\\S<file:///\\S>+)' >From what I've seen so far, it's actually able to match subsequent alerts to the original ticket but I can't get it to close the tickets again with the "Clear" e-mail. In fact, the Clear e-mail doesn't even seem to be recognized as a SystemMonitoring ticket, as the logfile shows: [Kernel::System::PostMaster::Filter::SystemMonitoring::Run] SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring I'm betting I'm just missing something obvious, I just can't spot it. Any of you regexp gurus can help me out here? Thanks a lot. -- /Sune T.

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