March 2015 - otrs - OTRS mailing lists

About the REST Add-ON
by Arthur Grohe 18 Mar '15

18 Mar '15

Hi! anyone know how much the rest add-on is and where to get it? oh, and is it compatible with OTRS 3.3.x versions? and last but not least, can someone provide a link how to install / configure this? Thank you very much! Greets, Arthur

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Roadmap?
by Guimarães Faria Corcete DUTRA, Leandro 16 Mar '15

16 Mar '15

Is there anything like a roadmap? Thanks in advance. -- skype:leandro.gfc.dutra?chat Yahoo!: ymsgr:sendIM?lgcdutra +55 (61) 3546 7191 gTalk: xmpp:leandrod@jabber.org +55 (61) 9302 2691 ICQ/AIM: aim:GoIM?screenname=61287803 BRAZIL GMT−3 MSN: msnim:chat?contact=leandro@dutra.fastmail.fm

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can't send message with atachement after update
by Jakub Szczepańczyk 16 Mar '15

16 Mar '15

Hi, after OTRS 3.3.8 update to 4.0.6 i can't send massage with attachement: apache linux: Backend ERROR: OTRS-CGI-46 Perl: 5.14.2 OS: linux Time: Mon Mar 16 09:30:51 2015 Message: Impossible to send message to: mymail(a)mydomain.com . RemoteAddress: 10.100.0.131 RequestURI: /otrs/index.pl Traceback (11906): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2560 Module: Kernel::Modules::AgentTicketEmail::Run Line: 1298 Module: Kernel::System::Web::InterfaceAgent::Run Line: 987 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 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 iss windows: Backend ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: MSWin32 Time: Mon Mar 16 09:58:24 2015 Message: Impossible to send message to: mymail(a)mydomain.com . RemoteAddress: 10.100.0.131 RequestURI: /otrs/index.pl Traceback (5272): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2560 Module: Kernel::Modules::AgentTicketEmail::Run Line: 1298 Module: Kernel::System::Web::InterfaceAgent::Run Line: 987 Module: PerlEx::Precompiler::c_::otrs::otrs::bin::cgi2dbin::index_pl::__ANON__ Line: 41 Module: (eval) Line: 458 Module: PerlEx::Precompiler::Execute Line: 458 Any ideas please? -- Jakub Szczepańczyk

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Wrong customer selection in CC on incoming ticket
by Christoph Sandhaus 10 Mar '15

10 Mar '15

Hi! On an incoming ticket via PostMaster otrs adds a wrong customer on CC and sends a confirmation mail. I would like to figure out how otrs selects this customer. But I have _no_ idea where to start over. Any hint is apprechiated! Here is a description of my problem: All our customer IDs are mailaddresses. Assume the customers mail address of the incoming ticket is last(a)mycompany.com But additionally there is a customers address like first.last(a)mycompany.com Now the ticket history contains (freely translated from german): NewTicket - ... CustomerUpdate - updated: CustomerId=...;CustomerUser=first.last(a)mycompany.com ... SendAutoReply - AutoReply send to <last(a)mycompany.com> The auto reply mail contains an "CC" entry to "fist.last(a)mycompany.com". Thanks for any help ... ===== OTRS: 4.0.5 on debian 7.8

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Re: [otrs] Pb with old mail
by Laracroft Annie Nadeem 09 Mar '15

09 Mar '15

Yes kindly delete this. Skickat från min Samsung-enhet -------- Originalmeddelande -------- Från: Gerald Young <crythias(a)gmail.com> Datum: 09-03-2015 14:39 (GMT+01:00) Till: "User questions and discussions about OTRS." <otrs(a)otrs.org> Rubrik: Re: [otrs] Pb with old mail > *Got a packet bigger than 'max_allowed_packet' bytes* adjust in mysql config and restart mysql. Summary: attachment too big. On Mon, Mar 9, 2015 at 3:50 AM, claude <pref-otrs(a)haute-garonne.gouv.fr> wrote: > Hi, > > Everyday I have error : > > *Can't process email with MessageID > <<20130416095744.F1FEC12D8003(a)xxxxxxx.xxxx.xx> > <20130416095744.F1FEC12D8003(a)xxxxxxx.xxxx.xx>>! Please create a bug report > with this email (From: MAILER-DAEMON(a)mx1.ovh.net > <MAILER-DAEMON(a)mx1.ovh.net>, Located under var/spool/problem-email*) on > http://bugs.otrs.org/ <http://bugs.otrs.org/>!, Got a packet bigger than > 'max_allowed_packet' bytes, SQL: 'INSERT INTO article (ticket_id, > article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, > a_subject, a_message_id, a_in_reply_to, a_references, a_body, > a_content_type, content_path, valid_id, incoming_time, create_time, > create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, > ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)'* > > This message refers to a old deleted ticket. In *var/spool/problem-email* > I have two files named > > *"problem-emailxxxx". *Can I delete this files and does this action > solves this problem ? > > Thanks and regards. > > Claude > > --------------------------------------------------------------------- > 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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Pb with old mail
by claude 09 Mar '15

09 Mar '15

Hi, Everyday I have error : /Can't process email with MessageID <<20130416095744.F1FEC12D8003(a)xxxxxxx.xxxx.xx>>! Please create a bug report with this email (From: MAILER-DAEMON(a)mx1.ovh.net, Located under var/spool/problem-email*) on http://bugs.otrs.org/!, Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_in_reply_to, a_references, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)'/ This message refers to a old deleted ticket. In /var/spool/problem-email/ I have two files named /"problem-emailxxxx". /Can I delete this files and does this action solves this problem ? Thanks and regards. Claude

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ITSM-CIAttributeCollection for OTRS 4 ready to download
by Anna Brakoniecka 06 Mar '15

06 Mar '15

Hello, we've published ITSM-CIAttributeCollection for OTRS 4 lately and you can download it for free from our website: http://www.cape-it.de/en/download/free-additional-otrs-modules.html This package provides additional CI-attributes. Additionally, we've fixed error in refresh links for CIClassReference, we've fixed CMDB-Search with TicketReference attributes, and it's possible to have more precise description on type DynamicField. If you have any hints or improvement suggestions, please contact us anytime. Kind regards, Anna ** Visit us at the CeBIT fair in Hannover ** ** 16th-20th March 2015, Boot H16/015 in hall 6 ** ** http://www.cape-it.de/cebit-en ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

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OTRS 4.0.6 PostMaster hanges
by Jakub Szczepańczyk 05 Mar '15

05 Mar '15

Hi, we have problem with PostaMasterMailbox hanged up. We use 4.0.6 on Windows but same situation was on 3.3.8. Mail configuration have POP3S protocol set up. In OTRS log i found: [Wed Mar 4 15:50:07 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015030420000092/Mail2] created (TicketID=751,Queue=CC,Priority=3 normal,State=new) [Wed Mar 4 15:50:07 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015030420000109/Mail2] created (TicketID=752,Queue=CC,Priority=3 normal,State=new) [Wed Mar 4 15:50:10 2015][Notice][Kernel::System::EmailParser::PartsAttachments] Totally empty attachment part (1 [Wed Mar 4 16:30:01 2015][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running [Wed Mar 4 16:40:01 2015][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running [Wed Mar 4 16:50:01 2015][Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterMailbox/MAIL/5320, because 1 hour old! And after that OTRS start to get mails from the beginning. When OTRS work as i described above after few hours CPU of server is used in 100% by many of perl.exe processes. Any ideas? -- Jakub Szczepańczyk Inżynier Serwisu Alfavox Sp. z o.o. ul. 1 Maja 17 43-300 Bielsko-Biała Tel.: +48 33 822 43 06 Fax: +48 33 822 43 06 e-mail: j.szczepanczyk(a)alfavox.pl www.alfavox.pl Alfavox Sp. z o.o., 43-300 Bielsko-Biała, ul. 1 Maja 17, wpisana przez Sąd Rejonowy w Bielsku-Białej do rejestru przedsiębiorców VIII Wydziału Gospodarczego Krajowego Rejestru Sądowego pod numerem KRS 0000223533, NIP: 547-201-50-75, o kapitale zakładowym 50000zł opłaconym w całości.

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Re: [otrs] Dynamic fields in statistics
by Paolo Mosconi 05 Mar '15

05 Mar '15

Hi, upon further investigation and querying the database, it seems to me that there statistics' result with dynamic fields are incorrect. I'm able to make a query that yields the same result of a simple stat for ticket closed last month. The following query yields the same total and therefore I believe it is correct (I also cross checked a few data): select case when t.queue_id = 4 then 'Misc' else 'EDP' end as Coda, case when d.value_text = 1 then 'Informazioni' when d.value_text = 2 then 'Pagamento' when d.value_text = 3 then 'Consegna Espresso' when d.value_text = 4 then 'Consegna Tecnica' when d.value_text = 5 then 'Reso' when d.value_text = 6 then 'Carta Fan' else d.value_text end as TipoRichiesta, count(t.id) as Ticket from ticket t join dynamic_field_value d on d.object_id = t.id where t.queue_id in (4, 5) -- MISC, EDP and t.ticket_state_id = 2 -- Closed Successful and d.field_id = 3 -- TicketType and t.change_time between '20150201' and '20150228' group by t.queue_id, TipoRichiesta Aside for the duplicated dynamic field value rows (which I now believe I understand) the stat result is totally inconsistent with the above. paolo mosconi Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/> From: Paolo Mosconi Sent: giovedì 5 marzo 2015 12:14 To: 'otrs(a)otrs.org' Subject: Dynamic fields in statistics Hi, I created a new stat to show number of tickets by a dynamic field (request type) on X axis and status on Y axis. One of the dynamic field values is repeated twice in the report, i.e. there are two columns, and I would like to know why ... It might not be related, but the repeated value is the default one. I'm using OTRS 4.0.1. Any idea? Thanks Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

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Statistic for number of articles
by Paolo Mosconi 05 Mar '15

05 Mar '15

Hi, In OTRS 4 I'd like to create a stat showing the number of articles associated with tickets. Ideally I'd like to have the max and average number of articles for tickets closed in a specified period of time. Is this possible? Thanks in advance paolo mosconi Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

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