August 2012 - otrs - OTRS mailing lists

Unable to Add new Customer using OTRS customer.pl portal
by Beaver, Brian 15 Aug '12

15 Aug '12

Hi All, We are evaluating OTRS for use as our primary Helpdesk Ticketing system, and have a basic install up and running. When using the Customer portal customer.pl page, we get the error "Customer user can't be added!" when a customer attempts to create a new account. We are using the internal OTRS database as our source. Thanks

2 3

Problems with update from 3.1.6 to 3.1.8
by guckuck 14 Aug '12

14 Aug '12

Hi, I run OTRS on Ubuntu 11.4. During the DB-Update I get the errors above. Despite the mistakes I have finished the update. OTRS seems to be working properly yet. What should I do? Best regards, Kay SCHEMA UPDATE PART 1: ===================== kay@v14860:/opt/otrs$ cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1050 (42S01) at line 28: Table 'gi_webservice_config' already exists ERROR 1050 (42S01) at line 45: Table 'gi_webservice_config_history' already exists ERROR 1050 (42S01) at line 60: Table 'scheduler_task_list' already exists ERROR 1050 (42S01) at line 73: Table 'gi_debugger_entry' already exists ERROR 1050 (42S01) at line 87: Table 'gi_debugger_entry_content' already exists ERROR 1050 (42S01) at line 101: Table 'gi_object_lock_state' already exists ERROR 1062 (23000) at line 115: Duplicate entry 'EscalationSolutionTimeStop' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 121: Duplicate entry 'EscalationResponseTimeStart' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 127: Duplicate entry 'EscalationUpdateTimeStart' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 133: Duplicate entry 'EscalationSolutionTimeStart' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 139: Duplicate entry 'EscalationResponseTimeNotifyBefore' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 145: Duplicate entry 'EscalationUpdateTimeNotifyBefore' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 151: Duplicate entry 'EscalationSolutionTimeNotifyBefore' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 157: Duplicate entry 'EscalationResponseTimeStop' for key 'ticket_history_type_name' ERROR 1062 (23000) at line 163: Duplicate entry 'EscalationUpdateTimeStop' for key 'ticket_history_type_name' ERROR 1050 (42S01) at line 169: Table 'smime_signer_cert_relations' already exists ERROR 1060 (42S21) at line 184: Duplicate column name 'process_change' ERROR 1050 (42S01) at line 190: Table 'dynamic_field_value' already exists ERROR 1050 (42S01) at line 205: Table 'dynamic_field' already exists ERROR 1060 (42S21) at line 224: Duplicate column name 'imap_folder' DATABASE MIGRATION SCRIPT ========================= kay@v14860:/opt/otrs$ sudo scripts/DBUpdate-to-3.1.pl Migration started... Step 1 of 24: Refresh configuration cache... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm line 5. Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAuto.pm line 5. done. Step 2 of 24: Check framework version... done. Step 3 of 24: Creating DynamicField tables (if necessary)... done. DBD::mysql::db do failed: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 95 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 95 Step 4 of 24: Create new dynamic fields for free fields (text, key, date)... Free fields were deleted, migration is already done! done. Step 5 of 24: Migrate ticket free fields to dynamic fields... DBD::mysql::db do failed: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 102 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 102 Free fields were deleted, migration is already done! done. Step 6 of 24: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 109 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 109 Free fields were deleted, migration is already done! done. Step 7 of 24: Verify if ticket data was successfully migrated... DBD::mysql::db do failed: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 117 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 117 Free fields were deleted, migration is already done! done. DBD::mysql::db do failed: Unknown column 'freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'freekey1' in 'field list', SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 125 DBD::mysql::db do failed: Unknown column 'a_freekey1' in 'field list' at /opt/otrs-3.1.8/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 17:45:01 2012 Message: Unknown column 'a_freekey1' in 'field list', SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (11572): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 125 Step 8 of 24: Verify if article data was successfully migrated... Free fields were deleted, migration is already done! done. Step 9 of 24: Migrate free fields configuration... done. Step 10 of 24: Update history type from 'TicketFreeTextUpdate' to 'TicketDynamicFieldUpdate'... done. Step 11 of 24: Migrate free fields window configuration... done. Step 12 of 24: Migrate free fields stats configuration... done. Step 13 of 24: Migrate free fields generic agent jobs configuration... done. Step 14 of 24: Migrate free fields post master configuration... done. Step 15 of 24: Migrate free fields standard responses configuration... done. Step 16 of 24: Migrate free fields auto responses configuration... done. Step 17 of 24: Migrate free fields salutations configuration... done. Step 18 of 24: Migrate free fields signatures configuration... done. Step 19 of 24: Migrate free fields search profiles configuration... done. Step 20 of 24: Migrate free fields notifications configuration... done. Step 21 of 24: Migrate free fields notification event configuration... done. Step 22 of 24: Checking for duplicate entries on ticket_flag table... done. Step 23 of 24: Clean up the cache... done. Step 24 of 24: Refresh configuration cache another time... If you see warnings about 'Subroutine Load redefined', that's fine, no need to worry! Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm line 5. Subroutine Load redefined at /opt/otrs/Kernel/Config/Files/ZZZAuto.pm line 5. done. Migration completed! SCHEMA UPDATE PART 2: ===================== kay@v14860:/opt/otrs$ cat scripts/DBUpdate-to-3.1-post.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1091 (42000) at line 7: Can't DROP 'freetext1'; check that column/key exists ERROR 1091 (42000) at line 11: Can't DROP 'freetext2'; check that column/key exists ERROR 1091 (42000) at line 15: Can't DROP 'freetext3'; check that column/key exists ERROR 1091 (42000) at line 19: Can't DROP 'freetext4'; check that column/key exists ERROR 1091 (42000) at line 23: Can't DROP 'freetext5'; check that column/key exists ERROR 1091 (42000) at line 27: Can't DROP 'freetext6'; check that column/key exists ERROR 1091 (42000) at line 31: Can't DROP 'freetext7'; check that column/key exists ERROR 1091 (42000) at line 35: Can't DROP 'freetext8'; check that column/key exists ERROR 1091 (42000) at line 39: Can't DROP 'freetext9'; check that column/key exists ERROR 1091 (42000) at line 43: Can't DROP 'freetext10'; check that column/key exists ERROR 1091 (42000) at line 47: Can't DROP 'freetext11'; check that column/key exists ERROR 1091 (42000) at line 51: Can't DROP 'freetext12'; check that column/key exists ERROR 1091 (42000) at line 55: Can't DROP 'freetext13'; check that column/key exists ERROR 1091 (42000) at line 59: Can't DROP 'freetext14'; check that column/key exists ERROR 1091 (42000) at line 63: Can't DROP 'freetext15'; check that column/key exists ERROR 1091 (42000) at line 67: Can't DROP 'freetext16'; check that column/key exists ERROR 1091 (42000) at line 71: Can't DROP 'freekey1'; check that column/key exists ERROR 1091 (42000) at line 75: Can't DROP 'freekey2'; check that column/key exists ERROR 1091 (42000) at line 79: Can't DROP 'freekey3'; check that column/key exists ERROR 1091 (42000) at line 83: Can't DROP 'freekey4'; check that column/key exists ERROR 1091 (42000) at line 87: Can't DROP 'freekey5'; check that column/key exists ERROR 1091 (42000) at line 91: Can't DROP 'freekey6'; check that column/key exists ERROR 1091 (42000) at line 95: Can't DROP 'freekey7'; check that column/key exists ERROR 1091 (42000) at line 99: Can't DROP 'freekey8'; check that column/key exists ERROR 1091 (42000) at line 103: Can't DROP 'freekey9'; check that column/key exists ERROR 1091 (42000) at line 107: Can't DROP 'freekey10'; check that column/key exists ERROR 1091 (42000) at line 111: Can't DROP 'freekey11'; check that column/key exists ERROR 1091 (42000) at line 115: Can't DROP 'freekey12'; check that column/key exists ERROR 1091 (42000) at line 119: Can't DROP 'freekey13'; check that column/key exists ERROR 1091 (42000) at line 123: Can't DROP 'freekey14'; check that column/key exists ERROR 1091 (42000) at line 127: Can't DROP 'freekey15'; check that column/key exists ERROR 1091 (42000) at line 131: Can't DROP 'freekey16'; check that column/key exists ERROR 1091 (42000) at line 135: Can't DROP 'freetime1'; check that column/key exists ERROR 1091 (42000) at line 139: Can't DROP 'freetime2'; check that column/key exists ERROR 1091 (42000) at line 143: Can't DROP 'freetime3'; check that column/key exists ERROR 1091 (42000) at line 147: Can't DROP 'freetime4'; check that column/key exists ERROR 1091 (42000) at line 151: Can't DROP 'freetime5'; check that column/key exists ERROR 1091 (42000) at line 155: Can't DROP 'freetime6'; check that column/key exists ERROR 1091 (42000) at line 159: Can't DROP 'a_freetext1'; check that column/key exists ERROR 1091 (42000) at line 163: Can't DROP 'a_freetext2'; check that column/key exists ERROR 1091 (42000) at line 167: Can't DROP 'a_freetext3'; check that column/key exists ERROR 1091 (42000) at line 171: Can't DROP 'a_freekey1'; check that column/key exists ERROR 1091 (42000) at line 175: Can't DROP 'a_freekey2'; check that column/key exists ERROR 1091 (42000) at line 179: Can't DROP 'a_freekey3'; check that column/key exists ERROR 1061 (42000) at line 180: Duplicate key name 'ticket_flag_per_user'

3 4

OTRS Cannot Connect to IMAP Server
by Andrew Ying 13 Aug '12

13 Aug '12

Hi, I have previously installed OTRS, and have setup some IMAP email account for its use. The following is my settings: Type: IMAPS Username: support(a)******.com Password: ******** Host: imap.google.com IMAP Folder: Support (created with Google's tag function) And the username and password are verified to be correct. However, when I am testing to have it fetch the email, it shows Error Message: IMAPS: Can't connect to imap.google.com. And it supplied the following error message: Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Mon Aug 13 19:36:09 2012 Message: IMAPS: Can't connect to imap.google.com Traceback (3530): Module: Kernel::System::MailAccount::IMAPS::_Fetch (v1.12) Line: 127 Module: Kernel::System::MailAccount::IMAPS::Fetch (v1.12) Line: 79 Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424 Module: Kernel::Modules::AdminMailAccount::Run (v1.28) Line: 69 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 I have searched over the net, and have attempted to solve it by installed the SSL Perl package, but with no luck. Would anybody please kindly help me to solve the problem? Thanks. Best Regards, ---------- Andrew Ying

2 2

Re: [otrs] Good Idea to update directly to 3.1.8
by S.Krueger＠aswo.com 10 Aug '12

10 Aug '12

Hi ! Great, than I´ll try it. :-) Best regards, Stefanie Krüger

2 1

Good Idea to update directly to 3.1.8
by S.Krueger＠aswo.com 10 Aug '12

10 Aug '12

Hi ! We´re working with otrs version 3.0.11. Is it possible to update directly to version 3.1.8 ? Best regards, Stefanie Krüger

2 1

Re: [otrs] Which version to use? SOLVED
by Jos Chrispijn 10 Aug '12

10 Aug '12

Thanks Bernd, will use that version for installation. Kind regards, Jos Chrispijn tpa-global.com From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bernd Backhaus Sent: vrijdag 10 augustus 2012 12:34 To: otrs(a)otrs.org Subject: Re: [otrs] Which version to use? Am 10.08.2012 11:33, schrieb Jos Chrispijn: Dear group, Can you tell me which OTRS version I have to download for CentOS and/or FreeBSD? Should I also download additional components/plugins or is that done after I found my way in OTRS itself (practically wise)? Jos, we've been using the Fedora / RHEL / CentOS rpm from http://www.otrs.com/de/open-source/get-otrs/software-download/ since versions 3.1.4 and did subsequent rpm updates without problems on a CentOS ec2 instance. - Bernd - flowplayer.org

1 0

Which version to use?
by Jos Chrispijn 10 Aug '12

10 Aug '12

Dear group, Can you tell me which OTRS version I have to download for CentOS and/or FreeBSD? Should I also download additional components/plugins or is that done after I found my way in OTRS itself (practically wise)? Thanks, Jos Chrispijn, OTRS Rookie

2 1

lookup customer email addresses ?
by ipguy 09 Aug '12

09 Aug '12

hi all i'd like to lookup customer email addresses from our vtiger mysql database hosted on a remote server. Is this possible ?

3 4

Turn off auto priority
by Peter Wilkes 09 Aug '12

09 Aug '12

Hi All, I am currently running a OTRS / ITSM 3.1.1 install and we are using services for reporting purposes however this is causing a problem where the priority of set according to the matrix rather than the priority set by the user. Is there any way we can change this so that this feature can be turned off? Thanks Peter Wilkes

1 0

change Impact default value in OTRS::ITSM 3.1*
by Juan Manuel Clavero Almirón 09 Aug '12

09 Aug '12

Hello, I am testing OTRS::ITSM 3.1 before upgrading our OTRS 3.0 environment. In our production system, the default value for Impact is ‘1 very low’, done changing ‘TicketFreeText14::DefaultSelection’ ConfigItem. In OTRS 3.1, I have to go to Dynamic Fields -> TicketFreeText14<https://soticprotrs01v.ssib.es:1443/agente?Action=AdminDynamicFieldDropdown…> and select the default value… but TicketFreeText14<https://soticprotrs01v.ssib.es:1443/agente?Action=AdminDynamicFieldDropdown…>, as created by the update script, has no choice, so I don’t know how to select one… Should I manually input the choices and then select one of them? If so, which keys should I use? Or maybe is there a ConfigItem I should create? Thank you all Kind regards, Juan Clavero

1 0