October 2013 - otrs - OTRS mailing lists

Error apache Log
by Carlos Andrés Gallego Arboleda 18 Oct '13

18 Oct '13

Hi everyone, I have a problem whit OTRS 3.2.10 and otrs 3.2.11 The system hang the memory of the server, and the log of apache show this errors. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::Run" at /opt/otrs//Kernel/System/EventHandler.pm line 253. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::EventHandler::EventHandler" at /opt/otrs//Kernel/System/Ticket/Article.pm line 341. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::Run" at /opt/otrs//Kernel/System/EventHandler.pm line 253. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::_SendNotificationToRecipients" at /opt/otrs//Kernel/System/Ticket/Event/NotificationEvent.pm line 238. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::_SendNotification" at /opt/otrs//Kernel/System/Ticket/Event/NotificationEvent.pm line 515. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Article::ArticleSend" at /opt/otrs//Kernel/System/Ticket/Event/NotificationEvent.pm line 855. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Article::ArticleCreate" at /opt/otrs//Kernel/System/Ticket/Article.pm line 2057. Any Idea?

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Re: [otrs] OTRS 2.4.7 - Best practice to convert table charset collation before upgrades?
by "LQ Marshall" 16 Oct '13

16 Oct '13

Easiest solution is to run a backup then run an alter database and then an alter on each table changing the character set. The table changes may be done easily with a script. LQ Marshall ----- Original Message ----- From: "Lambrecht, Charles (Charles)" <cgl(a)utk.edu> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: 10/16/2013 18:05 Subject: Re: [otrs] OTRS 2.4.7 - Best practice to convert table charset collation before upgrades? Ok, that is helpful. I see I can convert the charset and collation on the database and tables. Do I have to do anything to the data? Part time DB Admin, Charles -------------------------------------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> -------------------------------------------------------------- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, October 16, 2013 5:51 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS 2.4.7 - Best practice to convert table charset collation before upgrades? There are (more than) two ways to go about this. 1) use phpmyadmin to change coalation per table (tedious) 2) mysqldump, global search/replace the result, (first make another, verified backup!) and then drop the database create the database and load from modified backup. Which to do? Oh, that's the question. and neither are *fast*... one requires a lot of hunt, click click click change, and the other is ... well, as long as you have *all* the tables, probably a bit faster, though it does mean that you'll be doing a search/replace through a potentially fairly large text file (NotePad++ or vim would be recommended). or https://www.google.com/search?q=mass+change+collation+mysql On Wed, Oct 16, 2013 at 5:40 PM, Lambrecht, Charles (Charles) <cgl(a)utk.edu<mailto:cgl@utk.edu>> wrote: Hello, As I wade through having moved OTRS to a new server, I've run the Support Assessment on my OTRS 2.4.7 system. I get the error: Check if the client uses utf8 for the connection. Your client connection is utf8. OK Check if the database uses utf8 as charset. Your database character setting is utf8. OK Check database utf8 support. Your database version supports utf8. OK Check the utf8 table charset collation. Your charset collation is set to Invalid charset collation for: article[latin1_swedish_ci], article_attachment[latin1_swedish_ci], article_flag[latin1_swedish_ci], article_plain[latin1_swedish_ci], article_search[latin1_swedish_ci], article_sender and on for every table. What is the best practice to convert the table charset collation and the data before moving forward with upgrades? Regards, Charles ----------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> -------------------------------------------------------------- From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org<mailto:otrs-bounces@otrs.org>] On Behalf Of LQ Marshall Sent: Wednesday, October 16, 2013 9:50 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] restore.pl<http://restore.pl>. doesn't restore all data From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Lambrecht, Charles (Charles) Sent: Wednesday, October 16, 2013 8:18 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] restore.pl<http://restore.pl>. doesn't restore all data Yes, that was an excellent suggestion. My 1.5 GB file only has 4 tables... :( Well, it's off to see how to restore via the physical files (luckily, I have them!) ________________________________ An unverified back-up process is a potential heart ache. I run through all of my back-ups at least once a year to assure they function as expected. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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OTRS 2.4.7 - Best practice to convert table charset collation before upgrades?
by Lambrecht, Charles (Charles) 16 Oct '13

16 Oct '13

Hello, As I wade through having moved OTRS to a new server, I've run the Support Assessment on my OTRS 2.4.7 system. I get the error: Check if the client uses utf8 for the connection. Your client connection is utf8. OK Check if the database uses utf8 as charset. Your database character setting is utf8. OK Check database utf8 support. Your database version supports utf8. OK Check the utf8 table charset collation. Your charset collation is set to Invalid charset collation for: article[latin1_swedish_ci], article_attachment[latin1_swedish_ci], article_flag[latin1_swedish_ci], article_plain[latin1_swedish_ci], article_search[latin1_swedish_ci], article_sender and on for every table. What is the best practice to convert the table charset collation and the data before moving forward with upgrades? Regards, Charles ----------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> -------------------------------------------------------------- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of LQ Marshall Sent: Wednesday, October 16, 2013 9:50 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] restore.pl. doesn't restore all data From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Lambrecht, Charles (Charles) Sent: Wednesday, October 16, 2013 8:18 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] restore.pl. doesn't restore all data Yes, that was an excellent suggestion. My 1.5 GB file only has 4 tables... :( Well, it's off to see how to restore via the physical files (luckily, I have them!) ________________________________ An unverified back-up process is a potential heart ache. I run through all of my back-ups at least once a year to assure they function as expected.

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restore.pl. doesn't restore all data
by Lambrecht, Charles (Charles) 16 Oct '13

16 Oct '13

Hello, Last Friday, I took an OTRS backup throgh backup.pl. Over the weekend, the sys drive on the ticket server died. It was decided to move OTRS to a new server and not fix the current one. I installed OTRS 2.4.7 on a Red Hat 5 server and got everything working - all the way through running installer.pl and could log in via root@localhost. Now, (I drop otrs database and create otrs database first) I run restore.pl and can get through the entire restore process without errors. However, only the first four tables are present: mysql> show tables; +--------------------+ | Tables_in_otrs | +--------------------+ | article | | article_attachment | | article_flag | | article_plain | +--------------------+ 4 rows in set (0.03 sec) I have combed the mysql settings with the data drive on the old server and can't find any difference. I know these tables were a character set of latin1 so here are the settings before I do the restore: mysql> show variables like "character_set_database"; +------------------------+--------+ | Variable_name | Value | +------------------------+--------+ | character_set_database | latin1 | +------------------------+--------+ 1 row in set (0.00 sec) mysql> show variables like "collation_database"; +--------------------+-------------------+ | Variable_name | Value | +--------------------+-------------------+ | collation_database | latin1_swedish_ci | +--------------------+-------------------+ 1 row in set (0.00 sec) I've extractd the sql file and done [root@ 2013-10-11_15-46]# mysql -u otrs -p otrs < DatabaseBackup.sql It completed without any errors, but only the first four tables are present. What should I do next to debug ? Thanks, Charles -------------------------------------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> --------------------------------------------------------------

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Email customer when the customer is created
by Cary Dubinsky 15 Oct '13

15 Oct '13

Hello all, We have set our OTRS so that customers cannot create their own accounts. Before, when we would create a user, it would email them telling them a customer was created with their information, but now no emails are received. All other email notifications are working fine. Any advice? Thanks, Cary Dubinsky Information Technology Tech 2 UW Institute for Learning & Brain Sciences Portage Bay Bldg. Room 280 Campus Box 357988 Seattle, WA 98195-7988 Phone: 206-221-3674 Cell: 425-417-8548 ws: http://ilabs.uw.edu

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Aversion to errors - hostname: Unknown host.
by Paul Simons 09 Oct '13

09 Oct '13

All, I have a problem with error messages - I used to write code so I know they are there for a reason :-) SO even though it all seems to work fine the error message output on installation... Check OTRS user ... otrs added Hostname: Unknown host ...bugs me. Does anyone know why ? Cheers Paul ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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Customer interface permissions error
by Martin Vaner 09 Oct '13

09 Oct '13

Hello everyone! I am new to OTRS. It is great software but i have one problem. The system allowed me to login, but after do this, i see this error message: Error Message: No Permission to use this frontend module!Backend ERROR: OTRS-CGI-70 Perl: 5.14.2 OS: linux Time: Tue Oct 8 21:11:48 2013 Message: No Permission to use this frontend module! RemoteAddress: 192.168.122.1 RequestURI: /otrs/ customer.pl?;;;;;;&OTRSCustomerInterface=ULWsZlxLIknbbxLdrI5sWwh5g8Ru5WdjTraceback (3710): Module: Kernel::System::Web::InterfaceCustomer::Run (OTRS 3.3.0.beta3) Line: 904 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 If i understood correctly, there is problem with permissions, but Does anyone have this problem in the past? I tried to use google, but everything what i found won't work. I am using OTRS 3.3. Thank you for your ideas. Martin -- *Martin Vaner* *Tel.: 733 602 383* *ICQ: 471500612* *Jabber: Nethe(a)blesmrt.net* **

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Virus scanner for OTRS
by Jean BROW 04 Oct '13

04 Oct '13

Hi, We get a lot of attachment in OTRS and need an virus scanner. Anyone have anything to recommend?

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Use of templates in OTRS
by Jean BROW 03 Oct '13

03 Oct '13

Hi, We use a lot of different templates in OTRS. Is it possible that the agent who work on a ticket could see info about what templates that have been sent out so far on the ticket he working on? Thanks.

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How to: Use an event module to compute and store a value in a dynamic field to show it in customer UI
by Bogdan Iosif 02 Oct '13

02 Oct '13

Hi list, This email doesn't ask a question. Instead, I'll describe the solution to a problem, just in case anyone else finds it useful. =Problem= How do you use an event module to compute and store a value in a dynamic field, with the purpose of showing it in customer UI, in the grid where the list of tickets is shown? A real world example would be: How do you show a new column holding the moment when the latest article visible to the customer was added to the ticket? =Solution= The aforementioned grid is shown in a location identified in OTRS lingo as the CustomerTicketOverview view. This grid supports some customization via SysConfig: you can show two additional columns, Owner and Queue, and you can also show an arbitrary number of ticket dynamic fields. Thus we'll need to make use of a ticket dynamic field for our new column, since we want to avoid changing OTRS's original source files to keep future upgrades as smooth as possible. Now all we need is a way to compute the data for the new column, which I'll start referring to as "Last Updated". The solution is to write an Event Module, which is an extensibility mechanism provided by OTRS, so it's likely that it will function even across future OTRS versions even though it was tested on OTRS 3.2.3. The event module is a Perl source file, that we'll need to write, containing a class that is executed by OTRS whenever events that we'll specify are triggered. OTRS will provide our code with information related to the event context and so we'll have everything required to compute data for "Last Updated". Our event module will look at each article as it's added and determine if it'll be visible to the customer. If so, it will update the corresponding ticket's dynamic field for "Last Updated" to match the creation date of this article. ==Steps Towards Solution== 1. Create, via admin UI, a ticket dynamic field of type DateTime. I'll assume its name is DtTmLastChangeForCustUI but you can use anything else. 2. Configure, via SysConfig, the CustomerTicketOverview view to show DtTmLastChangeForCustUI, by adding its name to Ticket::Frontend::CustomerTicketOverview###DynamicField. 3. Create an event module to compute the values for DtTmLastChangeForCustUI. Because I have no idea how to add attachments that will also be available in the mailing list archives, I'll provide the code for this event module embedded in this email. You'll need to copy and paste the code in a source file named OtrsInstallDir\Custom\Kernel\System\Ticket\Event\LastChangeForCustomerUI.pm. The path for this source file is important. The provided code contains at least one small bug: it uses the date when the article was last changed instead of the date when it was created. Due to the code being designed to work only on ArticleCreate, there are no bad effects from this bug. 4. Hook up the event module to OTRS. You'll need to copy and paste the code for LastChangeForCustomerUI.xml from this email to OtrsInstallDir\Config\Files\LastChangeForCustomerUI.xml. Again, the path for this file is important. 5. At this point you'll want to logoff from OTRS using an admin account and logon again. Then navigate to SysConfig and there you should find a new group in the dropdown on the left, named LastChangeForCustomerUI. 6. Set the content of the TargetedDynamicFieldName key to DtTmLastChangeForCustUI for the new setting Ticket::EventModulePost###LastChangeForCustomerUI. 7. At this point you should be all set for the functionality to work but keep in mind that the field will be empty for already existent tickets so it will start having meaningful values as tickets are created or articles are added to older tickets. My company (www.totalsoft.ro) was behind the development of this small customization and they've decided it's OK to publish it to the public domain. So there are no licensing issues tied to this code. Enjoy, Bogdan Iosif Code for LastChangeForCustomerUI.xml: <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Changes"> <ConfigItem Name="Ticket::EventModulePost###LastChangeForCustomerUI" Required="0" Valid="1"> <Description Lang="en">Stores in TargetedDynamicFieldName the moment of the last ticket change, as it should be reported in the customer interface. The moment is captured when an article visible in the customer interface is created. This is why Event must be ArticleCreate. TargetedDynamicFieldName must be the name of an existent ticket dynamic field of "Date / Time" type.</Description> <Group>LastChangeForCustomerUI</Group> <SubGroup>LastChangeForCustomerUI</SubGroup> <Setting> <Hash> <Item Key="Module">Kernel::System::Ticket::Event::LastChangeForCustomerUI</Item> <Item Key="Event">(ArticleCreate)</Item> <Item Key="TargetedDynamicFieldName"></Item> </Hash> </Setting> </ConfigItem> </otrs_config> Code for LastChangeForCustomerUI.pm: # -- # Kernel/System/Ticket/Event/LastChangeForCustomerUI.pm # - Sets a configurable dynamic field to the changed date of the latest article visible to the customer # -- package Kernel::System::Ticket::Event::LastChangeForCustomerUI; use strict; use warnings; use Kernel::System::DynamicField; use Kernel::System::DynamicField::Backend; use Kernel::System::VariableCheck qw(:all); sub new { my ( $Type, %Param ) = @_; # allocate new hash for object my $Self = {}; bless( $Self, $Type ); # get needed objects for (qw(ConfigObject TicketObject LogObject TimeObject UserObject CustomerUserObject SendmailObject)) { $Self->{$_} = $Param{$_} || die "Got no $_!"; } # create additional objects $Self->{DynamicFieldObject} = Kernel::System::DynamicField->new( EncodeObject => $Param{TicketObject}->{EncodeObject}, MainObject => $Param{TicketObject}->{MainObject}, DBObject => $Param{TicketObject}->{DBObject}, %Param, ); $Self->{BackendObject} = Kernel::System::DynamicField::Backend->new( EncodeObject => $Param{TicketObject}->{EncodeObject}, MainObject => $Param{TicketObject}->{MainObject}, DBObject => $Param{TicketObject}->{DBObject}, TimeObject => $Param{TicketObject}->{TimeObject}, %Param, ); return $Self; } sub Run { my ( $Self, %Param ) = @_; =Enable only during debug $Self->{LogObject}->Log( Priority => 'debug', Message => 'Run() Dumping %Param:' ); $Self->{LogObject}->Dumper( Data => %Param ); =cut # check needed stuff for (qw(Data Event Config UserID)) { if ( !$Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" ); return; } } if ( $Param{Event} ne 'ArticleCreate' ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Invalid event module configuration. Invoked on '$Param{Event}' while designed only for 'ArticleCreate'." ); return; } if ( !$Param{Config}->{TargetedDynamicFieldName} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Invalid event module configuration. Unspecified 'TargetedDynamicFieldName'." ); return; } for (qw(TicketID ArticleID)) { if ( !$Param{Data}->{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_ in Data!" ); return; } } # get dynamic field config my $DynamicFieldConfig = $Self->{DynamicFieldObject}->DynamicFieldGet( Name => $Param{Config}->{TargetedDynamicFieldName} ); if ( $DynamicFieldConfig->{FieldType} ne 'DateTime' ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Invalid event module configuration. '$Param{Config}->{TargetedDynamicFieldName}' dynamic field type is not 'DateTime'." ); return; } my @CustomerArticleTypes = $Self->{TicketObject}->ArticleTypeList( Type => 'Customer' ); my %Article = $Self->{TicketObject}->ArticleGet( ArticleID => $Param{Data}->{ArticleID}, ArticleType => \@CustomerArticleTypes, ); if(!%Article) { =Enable only during debug $Self->{LogObject}->Log( Priority => 'debug', Message => "Skipping LastChangeForCustomerUI update because article id $Param{Data}->{ArticleID} was not found amongst 'Customer' articles for ticket id $Param{Data}->{TicketID}." ); =cut return; } # set the value my $Success = $Self->{BackendObject}->ValueSet( DynamicFieldConfig => $DynamicFieldConfig, ObjectID => $Param{Data}->{TicketID}, Value => $Article{Changed}, UserID => $Param{UserID}, ); if ( !$Success ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Can not set value to current time for dynamic field $DynamicFieldConfig->{Name}!" ); } return 1; } 1;

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