May 2013 - otrs - OTRS mailing lists

CMDB Integer
by Jan Řežab 29 May '13

29 May '13

Hi. I need use integer in CMDB. I changed definition of computer item and add this: { Key => 'RAM', Name => RAM (GB)', Input => { Type => 'Integer', }, }, This make dropdown menu. But show only value 1. How can I add min and max value for integer? Thanks in advanced. Honza

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Hyperlinks dead? (javascript enabler)
by Martin Hochreiter 29 May '13

29 May '13

Hi! In the latest OTRS version - with the latest firefox - we cant click on html links any more. There is simply nothing happening when you do a left-mouse click on a link in a document. If you use [CTRL] - left mouse (or right click and "open in new tab") than its working. I have seen a click event - preventer section in the head of the sourcecode of the page, may It be, that enabling the javascript after page loading is not working any more with the latest firefox? Regards Martin

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Problem with Services (Type, Criticality) after 3.2.7 upgrade
by BIRO Zoltan 29 May '13

29 May '13

Dear All, After I upgraded our OTRS 3.1.x to 3.2.7. I have noticed that I am unable to change the Priority from OTRS tickets, it remains 2 - low Also the Impact filed is not there when I create a ticket. I compare the Service Management on our 3.2.7 live and 3.2.6 test (with ITSM_3.2.5)system. No Type and Criticality on 3.2.7!!! After when I update the test 3.2.6 > 3.2.7 the Service Management screen shows as a same result as our live system... If you are interested in, could you please check this topic for more details... http://forums.otterhub.org/viewtopic.php?f=63&t=20750 Many thanks! Zoltan

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otrs 3.2 and BPMN 2.0
by Leonardo Certuche 28 May '13

28 May '13

Hello there! Quick question: Is the ProcessManagement module of OTRS 3.2, BPMN 2.0 compliant? If the answer is no, how far is from that? is there plans on the OTRS roadmap to make it compliant? Thanks!

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Can't create PID PostMasterMailbox, because it's already running (otrs.mydomain.com/13176)!
by Kaushal Shriyan 28 May '13

28 May '13

Hi, I am running OTRS version 3.2.7 on CentOS 6.4. Crontab entries for user OTRS in http://fpaste.org/14898/36972020/. I always get these errors in /var/log/otrs.log file [Tue May 28 11:08:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:10:39 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:10:39 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:11:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:12:01 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:13:01 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:14:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:15:01 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [Tue May 28 11:16:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176) [root@otrs log]# Please let me know if there are any extra entries in the cron table pasted in http://fpaste.org/14898/36972020/ which is causing the above issue. Regards, Kaushal

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POP3S: Auth for user ...... failed"
by Kaushal Shriyan 28 May '13

28 May '13

Hi, I keep getting this error in spite of setting the password correctly in PostMaster mail accounts under Email Settings in OTRS Dasboard. Not sure why its failing. I have double checked entering the same credentials using the google apps web interface and i do not see any issue. Please suggest. [root@otrs ~]# cat /var/log/otrs.log | grep -i Error [Tue May 28 16:21:04 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user qmt(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:22:07 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user itsupport(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:23:08 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user portaloncall(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:24:08 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user myntlink(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:26:04 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user qmt(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:27:13 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user portaloncall(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:28:13 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user myntlink(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:29:17 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user catalogoncall(a)mydomain.com/pop.mydomain.com failed! [Tue May 28 16:30:17 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user wmsoncall(a)mydomain.com/pop.mydomain.com failed! [root@otrs ~]# Let me know if anyone needs any additional information Regards Kaushal

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OTRS version 3.2.7 on CentOS 6.4
by Kaushal Shriyan 28 May '13

28 May '13

Hi, When I do /etc/init.d/otrs status, I get the below issue. [root@otrs log]# /etc/init.d/mysqld status mysqld (pid 4664) is running... [root@otrs log]# /etc/init.d/httpd status httpd (pid 4780) is running... [root@otrs log]# /etc/init.d/postfix status master (pid 4769) is running... [root@otrs log]# /etc/init.d/otrs status httpd (pid 4780) is running... Checking database connection... Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs Connected. Your storage engine is InnoDB. These tables use a different storage engine: article article_attachment article_flag article_plain article_search article_sender_type article_type auto_response auto_response_type customer_company customer_preferences customer_user dynamic_field dynamic_field_value follow_up_possible generic_agent_jobs gi_debugger_entry gi_debugger_entry_content gi_object_lock_state gi_webservice_config gi_webservice_config_history group_customer_user group_role group_user groups link_object link_relation link_state link_type mail_account notification_event notification_event_item notifications package_repository personal_queues postmaster_filter process_id queue queue_auto_response queue_preferences queue_standard_response role_user roles salutation scheduler_task_list search_profile service service_customer_user service_preferences service_sla signature sla sla_preferences smime_signer_cert_relations standard_attachment standard_response standard_response_attachment support_bench_test system_address ticket ticket_flag ticket_history ticket_history_type ticket_index ticket_lock_index ticket_lock_type ticket_loop_protection ticket_priority ticket_state ticket_state_type ticket_type ticket_watcher time_accounting user_preferences users valid virtual_fs virtual_fs_db virtual_fs_preferences web_upload_cache xml_storage * *** Please correct these problems! *** * * * * Error! * * Maybe your database isn't configured yet? * *Checking OTRS Scheduler service.... Not Running!* * Error! * * Maybe your database isn't configured yet? * *Checking /opt/otrs/bin/otrs.PostMaster.pl ... (not active) failed.* *Checking otrs spool dir... done.* Version Details are as below [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using "man perl" or "perldoc perl". If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# cat /etc/redhat-release CentOS release 6.4 (Final) [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using "man perl" or "perldoc perl". If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# rpm -qa | grep httpd httpd-tools-2.2.15-28.el6.centos.x86_64 httpd-2.2.15-28.el6.centos.x86_64 httpd-devel-2.2.15-28.el6.centos.x86_64 [root@otrs log]# rpm -qa | grep postfix postfix-2.6.6-2.2.el6_1.x86_64 [root@otrs log]# rpm -qa | grep mysql mysql55-5.5.31-1.ius.centos6.x86_64 mysqlclient16-5.1.61-1.ius.centos6.x86_64 mysql55-libs-5.5.31-1.ius.centos6.x86_64 mysql55-server-5.5.31-1.ius.centos6.x86_64 php-mysql-5.3.3-22.el6.x86_64 You have mail in /var/spool/mail/root [root@otrs log]# rpm -qa | grep otrs otrs-3.2.7-01.noarch [root@otrs log]# [root@otrs log]# ps aux | grep otrs root 5137 0.0 0.0 103244 828 pts/1 S+ 12:02 0:00 grep otrs You have mail in /var/spool/mail/root [root@otrs log]# ps aux | grep mysql root 4177 0.0 0.0 108328 1500 ? S 11:51 0:00 /bin/sh /usr/bin/mysqld_safe --datadir=/data/mysql --socket=/data/mysql/mysql.sock --pid-file=/var/run/mysqld/mysqld.pid --basedir=/usr --user=mysql mysql 4664 0.1 0.4 1133868 79492 ? Sl 11:51 0:01 /usr/libexec/mysqld --basedir=/usr --datadir=/data/mysql --plugin-dir=/usr/lib64/mysql/plugin --user=mysql --log-error=/var/log/mysqld.log --open-files-limit=65535 --pid-file=/var/run/mysqld/mysqld.pid --socket=/data/mysql/mysql.sock root 5139 0.0 0.0 103248 836 pts/1 S+ 12:02 0:00 grep mysql [root@otrs log]# ps aux | grep httpd root 4780 0.1 0.4 410628 78328 ? Ss 11:51 0:00 /usr/sbin/httpd apache 4830 0.0 0.5 447484 91376 ? S 11:51 0:00 /usr/sbin/httpd apache 4831 0.0 0.5 445696 89500 ? S 11:51 0:00 /usr/sbin/httpd apache 4832 0.0 0.5 449580 91608 ? S 11:51 0:00 /usr/sbin/httpd apache 4833 0.0 0.5 447200 91264 ? S 11:51 0:00 /usr/sbin/httpd apache 4834 0.3 0.6 465828 107688 ? S 11:51 0:01 /usr/sbin/httpd apache 4835 0.0 0.4 411192 73348 ? S 11:51 0:00 /usr/sbin/httpd apache 4836 0.0 0.4 410760 72956 ? S 11:51 0:00 /usr/sbin/httpd apache 4837 0.0 0.4 410760 72956 ? S 11:51 0:00 /usr/sbin/httpd root 5141 0.0 0.0 103248 836 pts/1 S+ 12:02 0:00 grep httpd [root@otrs log]# ps aux | grep postfix root 4769 0.0 0.0 79284 3480 ? Ss 11:51 0:00 /usr/libexec/postfix/master postfix 4777 0.0 0.0 79364 3492 ? S 11:51 0:00 pickup -l -t fifo -u postfix 4778 0.0 0.0 79536 3604 ? S 11:51 0:00 qmgr -l -t fifo -u postfix 4974 0.0 0.0 79508 3600 ? S 11:54 0:00 cleanup -z -t unix -u postfix 4976 0.0 0.0 79660 4188 ? S 11:54 0:00 local -t unix postfix 4977 0.0 0.0 79400 3536 ? S 11:54 0:00 bounce -z -t unix -u root 5143 0.0 0.0 103248 832 pts/1 S+ 12:02 0:00 grep postfix [root@otrs log]# Let me know if anyone needs any additional information. Any suggestions for the below issue. **** Please correct these problems! *** * * * * Error! * * Maybe your database isn't configured yet? * *Checking OTRS Scheduler service.... Not Running!* * Error! * * Maybe your database isn't configured yet? * *Checking /opt/otrs/bin/otrs.PostMaster.pl ... (not active) failed.* *Checking otrs spool dir... done.* * * Regards, Kaushal

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James Crawford 5968 is out of the office.
by james.crawford.5968＠northumbria.pnn.police.uk 27 May '13

27 May '13

I will be out of the office starting 27/05/2013 and will not return until 29/05/2013. I will respond to your message when I return. If your email is urgent, please contact the ICT Helpline on x69966 (01661 869966) or Stu Solan (9153) x49350 (0191 2956850). NORTHUMBRIA POLICE PRIVACY AND CONFIDENTIALITY NOTICE The information contained in this message and any attachment(s) is confidential and intended only for the attention of the named organisation or individual to whom it is addressed. The message may contain information that is covered by legal, professional or other privilege. No mistake in transmission is intended to waive or compromise any such privilege. This message has been sent over public networks and the sender cannot be held responsible for its integrity. If you are not the intended recipient be aware that any disclosure, copying, distribution or action taken in reliance of the information contained herein is strictly prohibited, and is contrary to the provisions of the Copyright Designs and Patents Act, 1988 and of the Data Protection Act, 1998. Any views expressed are those of the sender and, unless specifically stated, do not necessarily represent the view of Northumbria Police. We cannot accept any liability for any loss or damage sustained as a result of software viruses. It is your responsibility to carry out such virus checking as is necessary. If you have received this message in error, please notify the sender by e-mail at once and delete the message immediately. For more information about Northumbria Police please visit our website - http://www.northumbria.police.uk

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OTRS Upgrade from 3.2.6 to 3.2.7
by Kaushal Shriyan 24 May '13

24 May '13

Hi, OTRS versions keep on upgrading on http://www.otrs.com/en/open-source/get-otrs/software-download/ Currently I am on Version 3.2.6 running on CentOS Linux Version 6.4. Are there yum repos so that upgrade process is quite efficient taking care of dependencies instead of downloading the current stable version 3.2.7 rpm binary and using rpm -Uvh otrs-3.2.7-01.noarch.rpm Please suggest. Regards, Kaushal

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Email Reply Window in OTRS Dashboard
by Kaushal Shriyan 23 May '13

23 May '13

Hi, I am running OTRS version 3.2.6 on CentOS Linux 6.4. Whenever any agent replies on the customer ticket in OTRS dashboard (URL :- otrs.mydomain.com/otrs/index.pl) it takes around 15 secs to close the reply window and then send the email. Any clue? Regards, Kaushal

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