November 2015 - otrs - OTRS mailing lists

OTRS 4, unable to start scheduler
by Branislav Brna 16 Nov '15

16 Nov '15

Hello, I just freshly installed OTRS4 for client on Centos 6.5 with MSSQL. I managed to get database connection working, but for some reason that I cant figure out I am unable to get Scheduler running. I can start Cron fine, but when I try to run otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a start and then otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a status I am still getting Not running! I also found multiple error logs in /var/log/ folder with name SchedulerERR, but all log files are empty. Any idea what might be causing this behavior? Branislav

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Missing characters in Ticket Notifications
by Yılmaz Bilgili 12 Nov '15

12 Nov '15

Dear list members, I upgraded my setup to otrs 5 patch level 2 from otrs 4x. For now, the only problem I have is with some Turkish characters in Ticket Notifications. There is no problem while typing the text. But after saving, some characters lost even I use default or unformatted template. Any help is appreciated. Best regards, YB

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OTRS' Passwords LDAPxInternal
by Cosme Faria Corrêa 10 Nov '15

10 Nov '15

Hi, I have a situation here: 1. A create an account in LDAP 2. It is working with PAM, without problems 1. PAM is about using LDAP for Linux accounts too 3. I setup OTRS for using LDAP accounts agents 4. I made may first login with success 5. I changed my password, inside OTRS 6. Now I can use 2 passwords, old and new, with OTRS 7. I can use only my old password with PAM Is this the normal behavior? Is there a way to have synchronization? TIA -- Cosme Corrêa +55 21 4042-6606 CanalSAC O Nosso Negócio é Relacionamento

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Error - Dashboard is empty after upgrade
by Placide Lysias NJAMI 09 Nov '15

09 Nov '15

After an upgrade to 5.0.2 (From 4.0.1), everything is working except that Dashboard is empty (no tickets appear): Below the error log : Module Kernel/Output/HTML/DashboardEventsTicketCalendar.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Module Kernel/Output/HTML/DashboardTicketGeneric.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Module Kernel/Output/HTML/DashboardTicketQueueOverview.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Module Kernel/Output/HTML/DashboardCalendar.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) Cdt ! Placide

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Cannot see ticket-list on dashboard w/o all authority on the group.
by Hisatoshi Onishi 09 Nov '15

09 Nov '15

Hi lists, I found that users with "NOT ALL authority" in some target group cannot see any ticket status on the dashboard though have registered as favorite services/groups. But users with all one(and have registered as), can see it normally. I don’t know when or from, but I found that on OTRS 4.0.13 and 4.0.14. Is there any solution to solve? Best regards, Hisatoshi Onishi

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Turn off Auto Response for SPecific Accounts
by Scott R. Morgan 08 Nov '15

08 Nov '15

We are using an OTRS 3.3 appliance. How can we turn off auto-responses for specific sending email accounts like an out of office or other automated monitoring system email notifications? Thank you! "Good judgment comes from experience. Experience comes from bad judgment." - Will Rogers Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group

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Re: [otrs] . Turn off Auto Response for SPecific Accounts
by Placide Lysias NJAMI 08 Nov '15

08 Nov '15

Dear Scott, We achieve that need by using Auto Responses <---> Queues settings. 1. You can create a queue call "Monitoring" 2. Don't link any Auto Response to that Queue (New Ticket, follow up, etc. should not be applicable for that queue) 3. In the mail filter, redirect targeted mails to that specific Queue "Monitoring", by using their "Subject content", or "Sender email" Hope it will help. Best Regards / Cordialement ----- Placide NJAMI -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : 8 novembre 2015 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 86, Issue 12 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Turn off Auto Response for SPecific Accounts (Scott R. Morgan) ---------------------------------------------------------------------- Message: 1 Date: Sat, 7 Nov 2015 15:53:07 +0000 From: "Scott R. Morgan" <smorgan(a)mamafus.com> Subject: [otrs] Turn off Auto Response for SPecific Accounts To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <BN1PR07MB3609AB1547B420B2C92778EBE170(a)BN1PR07MB360.namprd07.prod.outlook.co m> Content-Type: text/plain; charset="us-ascii" We are using an OTRS 3.3 appliance. How can we turn off auto-responses for specific sending email accounts like an out of office or other automated monitoring system email notifications? Thank you! "Good judgment comes from experience. Experience comes from bad judgment." - Will Rogers Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 86, Issue 12 ************************************

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Error Since doing 4.x to 5.01 Upgrade
by Vander Ploeg, Daniel B 07 Nov '15

07 Nov '15

Since upgrading to 5.0.1 (and now 5.0.2), I've been seeing the following error in the system log: OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-10 Data->{Params} format is invalid It happens every 10 minutes. Can anyone point me in the right direction to track this down? Thanks, Dan

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OTRS and PGP/MIME
by Walter Werner 06 Nov '15

06 Nov '15

Hi, this may sound like a stupid question, but does OTRS support PGP/MIME out of the box? We've encountered the use case that tickets sent by GPGTools users (Apple) with PGP/MIME don't get decrypted by OTRS. Instead, we get an empty message with two encrypted attachments. The syslog logs a notice event "Totally empty attachment part (1)". In order to read the message, we need to export the "encrypted.asc" file from OTRS and decrypt it locally, which is quite cumbersome. When googling for the issue, nothing really comes up. Is there anything crucial we're missing? We're running OTRS::ITSM 4.0.13 on Ubuntu. -- C ya /Walter

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otrs.AddCustomerUser.pl and otrs 5
by Florian Meier 05 Nov '15

05 Nov '15

Hi everyone! Where did the script go? I dont have it after upgrading from otrs 4 to otrs 5 :) Greetings Florian

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