June 2016 - otrs - OTRS mailing lists

New Web Ticket --> Queue
by DHilsbos＠performair.com 13 Jun '16

13 Jun '16

All; I'm running OTRS 5, and I'm hoping that you can help me with a minor annoyance. Is it possible / how would I go about removing the Queue selection from the Customer website, and always have new web tickets go into a pre-determined queue? Thank you, Dominic Hilsbos Director - Information Technology Perform Air International Inc.

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Re: [otrs] Errors in system log
by Mikey van der Worp 12 Jun '16

12 Jun '16

Hi, These errors are not related to OTRS but your mySQL server. Check your settings of the mysql server and make sure everything is ok. Best regards, Mikey van der Worp Verzonden vanaf mijn Samsung Galaxy-smartphone. -------- Oorspronkelijk bericht -------- Van: claude <pref-otrs(a)haute-garonne.gouv.fr> Datum: 10-06-16 00:23 (GMT+01:00) Aan: "User questions and discussions about OTRS." <otrs(a)otrs.org> Onderwerp: [otrs] Errors in system log Hi, For a few days, I have two errors in system logs. the first DBD::mysql::st execute failed: Lost connection to MySQL server during query at /opt/otrs/Kernel/System/DB.pm line 559. ERROR: OTRS-UnlockTickets-10 Perl: 5.8.8 OS: linux Time: Thu Jun 9 06:15:15 2016 Message: Lost connection to MySQL server during query, SQL: 'SELECT st.tn, st.ticket_answered, st.id, st.timeout, sq.unlock_timeout FROM ticket st, queue sq WHERE st.queue_id = sq.id AND st.ticket_answered != 1 AND sq.unlock_timeout != 0 AND st.ticket_state_id IN ( 1, 4 ) AND st.ticket_lock_id NOT IN ( 1, 3 ) ' Traceback (18034): Module: /opt/otrs//bin/UnlockTickets.pl (v1.33) Line: 125 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 622. the second Charset encode 'gb2312' -=> 'utf-8' (¥«¥ë¥È¥»¥¸¥å£¥ë¸üÐÂ †–ºÏ¤») not supported! I don't know if this errors are related and I don't know what I can do for this If somebody can help me Thanks Regards, Claude

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Dynamic Fields... direct access in the DB
by Olivier Macchioni 10 Jun '16

10 Jun '16

Hello dear list, I’m trying to export a list of tickets directly from the OTRS DB - I’m computing 20 columns, there are 7 joins… the request is not that small… And it takes approx. 50 seconds to generate 5’000 rows I need. Knowing that I will eventually need to export much more than 5’000 rows, this is not acceptable. If I remove *only* the 4 columns where I compute the value of some “Dropdown” dynamic fields linked to tickets, the times drops down to 3 seconds… So I must be doing something wrong in the way I compute the value of dynamic fields…. or maybe the design of the DB itself is suboptimal? The best solution I’ve found so far is a poor man’s parser on the YAML content of dynamic_field.content: SELECT id, (SELECT regexp_replace(config, '.*' || dynamic_field_value.value_text || ': ([^\n]+)\n.*', '\1') FROM dynamic_field_value JOIN dynamic_field ON dynamic_field.id = dynamic_field_value.field_id WHERE dynamic_field_value.object_id = ticket.id AND object_type = 'Ticket' AND dynamic_field.name = 'Category') AS "Category" FROM ticket WHERE ticket.tn = '10479715' Does anyone have a better idea? Thanks, Olivier P.S. I’m using PostgreSQL - it would have been nicer to store the data in JSON format, which is natively supported, it could have save some precious CPU cycles but well...

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Manually fetch the emails is not working
by JAOUEN Egareg 10 Jun '16

10 Jun '16

Hi all, I've just migrated from OTRS v4.0.8 on windows appliance to OTRS v5.0.10 on a Fedora 23 station. All seems to be fine. Except... fetching the emails manually. When I try to fetch the emails with the link on the postmaster page in Admin zone, I receive the error below. I wonder if there are differences in fetching emails methods between v4 and v5 ? And between fetching emails manually with that link and fetching automatically with the cronjob / daemon ? Indeed, the emails are correctly fetched and sorted in the corresponding tickets automatically. Does someone encounter the same behavior ? Thanks ! The error I noticed : An error occurred. Message d'Erreur: IMAPS: Can't connect to clean.o2switch.net . Vous pouvez Envoyer un rapport de bug ou Revenir à la page précédente. Détails de l'erreur Backend ERROR: OTRS-CGI-0 Perl: 5.22.1 OS: linux Time: Wed Jun 8 09:49:02 2016 Message: IMAPS: Can't connect to clean.o2switch.net RemoteAddress: 37.58.171.139 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=5;ChallengeToken=NFXCXFFiiZqmJakGtjgdzlAXJNEMJ1ID; Traceback (15683): Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 142 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::Modules::AdminMailAccount::Run Line: 60 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1053 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │ egareg.jaouen(a)elitt.com 8 rue Léopold Sédar-Senghor - 14460 Colombelles - France │ www.elitt.com To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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How to translate a message in Kernel/System/*.pm
by Úr Balázs 10 Jun '16

10 Jun '16

Hi, I imported a process named "Egyedi megrendelés", and this notification appeared (see attached picture): "Process Egyedi megrendelés and all its data has been imported successfully." This string is located here: https://github.com/OTRS/otrs/blob/master/Kernel/System/ProcessManagement/DB… Martin Gruner explained, why can not translate these kind of strings in backends: https://github.com/OTRS/otrs/pull/1037#issuecomment-198247289 If a string has no parameter, Translatable() can mark it for translation, and somewhere else in the .tt files will be translated. But what about if a string has a parameter? Neither Translatable(), nor $LanguageObject can not be used in backend files. How to translate this kind of strings? Regards, Balázs

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Packages dependencies on SLES11
by jm+otrs＠roth.lu 10 Jun '16

10 Jun '16

Hi all, So I downloaded OTRS for "SuSe 11" (SLES) and this is what I get: # rpm -ivh --test otrs-5.0.9-01.noarch.rpm error: Failed dependencies: bash-completion is needed by otrs-5.0.9-01.noarch cronie is needed by otrs-5.0.9-01.noarch apache2-mod_perl is needed by otrs-5.0.9-01.noarch perl(Crypt::SSLeay) is needed by otrs-5.0.9-01.noarch perl(Encode::HanExtra) is needed by otrs-5.0.9-01.noarch perl(JSON::XS) is needed by otrs-5.0.9-01.noarch perl(Net::DNS) is needed by otrs-5.0.9-01.noarch perl(Net::LDAP) is needed by otrs-5.0.9-01.noarch perl(Template) is needed by otrs-5.0.9-01.noarch perl(Text::CSV) is needed by otrs-5.0.9-01.noarch perl(Text::CSV_XS) is needed by otrs-5.0.9-01.noarch perl(XML::LibXSLT) is needed by otrs-5.0.9-01.noarch perl(YAML::XS) is needed by otrs-5.0.9-01.noarch While some of the Perl modules are certainly available, bash-completion and cronie is not in SLES11 AFAIK. Even the SDK repos are enabled. BTW This is SLES11 SP3. Any idea? Thanks, Marki

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Errors in system log
by claude 09 Jun '16

09 Jun '16

*Hi, For a few days, I have two errors in system logs.* *the first* /DBD::mysql::st execute failed: Lost connection to MySQL server during query at /opt/otrs/Kernel/System/DB.pm line 559. ERROR: OTRS-UnlockTickets-10 Perl: 5.8.8 OS: linux Time: Thu Jun 9 06:15:15 2016 Message: Lost connection to MySQL server during query, SQL: 'SELECT st.tn, st.ticket_answered, st.id, st.timeout, sq.unlock_timeout FROM ticket st, queue sq WHERE st.queue_id = sq.id AND st.ticket_answered != 1 AND sq.unlock_timeout != 0 AND st.ticket_state_id IN ( 1, 4 ) AND st.ticket_lock_id NOT IN ( 1, 3 ) ' Traceback (18034): Module: /opt/otrs//bin/UnlockTickets.pl (v1.33) Line: 125 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 622. / *the second* /Charset encode 'gb2312' -=> 'utf-8' (¥«¥ë¥È¥»¥¸¥å£¥ë¸üÐÂ ºÏ¤») not supported!/ *I don't know if this errors are related and I don't know what I can do for this If somebody can help me Thanks Regards, Claude * * *

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Set default ticket type for queue - OTRS 5
by Willian Silva 03 Jun '16

03 Jun '16

Hi guys. Can I set a default ticket type for a single queue in sysconfig ? Regards, Willian Silva.

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