- otrs - OTRS mailing lists

Issue : when opening ticket, browser prompts to open/save the html of article
by Baton Jerome 01 Feb '13

01 Feb '13

Hello, I am new to OTRS, my context is that I'm transferring an OTRS 3.0 to a new machine (there is custom dev for pgp that I don't master inside). I not only copied the /opt/otrs but also the content of the DB. I checked for the dead links to see that some necessary JS was hidden in /etc/javascript-common. This is corrected and the system is working. Even email fetching is working :) and email tickets get created But I have an issue, rather weird. When open I open a ticket, the browser prompts me to open/save the html of article (which is correct) instead of showing it in the same page. Thank for your help Jerome

3 2

otrs 3.1.11
by Steve Clark 01 Feb '13

01 Feb '13

Hello List, Anyone know how to identify the ticket number that is causing this error? OTRS-otrs.PendingJobs.pl-10[481]: [Error][Kernel::System::Ticket::TicketStateSet][Line:3944]: Need StateID or State! Would it not make sense to also print the ticket number in the error message? Thanks, -- Stephen Clark

3 3

Re: [otrs] Upgrade to 3.2 - another little problem
by Matthew Pulliam 01 Feb '13

01 Feb '13

The permissions issue trying to change anything in sysconfig, most likely means that for whatever reason you ZZZAuto.pm file is not writable by the user/group that you web server is running as. Based on your listing for the parameters you passed to the permissions script, check that the permissions on /opt/otrs/Kernel/Config/Files/ZZZAuto.pm should be at least 664 with ownership otrs:apache or apache:apache. If this file is not writable by the user the web server runs as then no changes to sysconfig can be saved via the web interface.

1 0

Upgrade to 3.2 problems and questions
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi all, I did a test-upgrade from 3.1.11 to 3.2 It looks great but I have two problems and one question: BLOCKING: 1) missing "new ticket" in customer interface Apparently I have not the "new ticket" in customer web interface - quite strange ! I tested it with standard theme.... MINOR 2) search for customer ID in "customer" -> "customer information" starts a query that never ends it works if I search for customer user in the same screen Anyone else experiencing the same problems ? QUESTION Curiosity: I created a test process (really great! Compliments to OTRS Dev group), but I cannot find a way/button to start it. Even the manual is not clear to me. I thought there will be a "process ticket" or something like that.. Kind regards, Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

3 2

Upgrade to 3.2 - another little problem
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi all, I think that I missed some step... Tryng to modify ANY item in sysconfig leads to an error: Error Message: Can't write ConfigItem! . You can Send a bugreport or go back to the previous page. Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Jan 31 18:59:40 2013 Message: Can't write ConfigItem! RemoteAddress: 172.22.21.11 RequestURI: /otrs/index.pl Traceback (1940): Module: Kernel::Modules::AdminSysConfig::Run (v1.125) Line: 206 Module: Kernel::System::Web::InterfaceAgent::Run (v1.73) Line: 866 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.94) Line: 204 Module: ModPerl::RegistryCooker::run (v1.94) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.94) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Apparently permission at file level are correct and I run the upgrade script to verify/adapt permissions.. (Centos 6.2 64bit) I also did a "chown -R 777 /opt/otrs", just to be on safe side and test it properly, after a server restart - then it worked. But it's a little too open. What should be the correct permissions ? My fix permission strings was: bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache --admin-user=root --admin-group=root /opt/otrs Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

4 4

Upgrade to 3.2 - another little problem
by Bianchi Massimo 01 Feb '13

01 Feb '13

Hi (and thanks all for input). /opt/otrs is not a symlink. I run the script against /opt/otrs after installing over previous 3.1.11 Has anyone a working / fresh install on linux, to check permissions ? Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it Mail: massimo.bianchi(a)nposistemi.it Web: http://www.nposistemi.it -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di otrs-request(a)otrs.org Inviato: venerdì 1 febbraio 2013 06:16 A: otrs(a)otrs.org Oggetto: otrs Digest, Vol 53, Issue 1 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. Re: Upgrade to 3.2 - another little problem (Gerald Young) 2. Re: Upgrade to 3.2 - another little problem (Rainer Bendig) 3. Re: Upgrade to 3.2 - another little problem (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Thu, 31 Jan 2013 14:16:06 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Upgrade to 3.2 - another little problem To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUKAoAet3=xG9E0z9kK+n903vwO-+zkT+OphJN1AJ_W8kg(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" make sure /opt/otrs isn't a symlink. Permissions may not apply correctly if it is. On Thu, Jan 31, 2013 at 1:04 PM, Bianchi Massimo < Massimo.Bianchi(a)nposistemi.it> wrote: > Hi all,**** > > I think that I missed some step?**** > > ** ** > > Tryng to modify ANY item in sysconfig leads to an error:**** > > ** ** > > ** ** > > Error Message: Can't write ConfigItem! ** ** > > ** ** > > . **** > > ** ** > > You can Send a bugreport or go back to the previous page. **** > > Error Details**** > > Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Jan 31 > 18:59:40 2013 Message: Can't write ConfigItem! RemoteAddress: > 172.22.21.11 > RequestURI: /otrs/index.pl Traceback (1940): Module: > Kernel::Modules::AdminSysConfig::Run (v1.125) Line: 206 Module: > Kernel::System::Web::InterfaceAgent::Run (v1.73) Line: 866 Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::h > andler (unknown version) Line: 46 Module: (eval) (v1.94) Line: 204 > Module: > ModPerl::RegistryCooker::run (v1.94) Line: 204 Module: > ModPerl::RegistryCooker::default_handler (v1.94) Line: 170 Module: > ModPerl::Registry::handler (v1.99) Line: 31**** > > ** ** > > ** ** > > Apparently permission at file level are correct and I run the upgrade > script to verify/adapt permissions.. (Centos 6.2 64bit)**** > > ** ** > > I also did a ?chown ?R 777 /opt/otrs?, just to be on safe side and > test it properly, after a server restart ? then it worked.**** > > But it?s a little too open.**** > > ** ** > > What should be the correct permissions ?**** > > ** ** > > My fix permission strings was:**** > > bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache > --otrs-group=apache --web-group=apache --admin-user=root > --admin-group=root > /opt/otrs**** > > ** ** > > Thanks,**** > > Massimo**** > > ** ** > > ** ** > > Massimo Bianchi**** > > ** ** > > Npo Sistemi S.p.A. - Gruppo Npo**** > > S.S.11 Padana Superiore 28**** > > 20063 Cernusco S/Naviglio MI**** > > Tel: +39 02 92596.322**** > > Cell: +39 348 5852275**** > > Fax: +39 02 92140548**** > > ** ** > > Skype: massimo.bianchi**** > > Lync: massimo.bianchi(a)nposistemi.it**** > > Mail: massimo.bianchi(a)nposistemi.it**** > > Web: http://www.nposistemi.it**** > > ** ** > > --------------------------------------------------------------------- > 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 >

1 0

Upgrade from 3.0 to 3.1 - DB Migration fails after step 5
by Bean, Scott 31 Jan '13

31 Jan '13

I am attempting to run the DBUpgrade-to-3.1.pl script and get as far as step 5. After it finishes going through our rather large database (100000+) everything after step 5 fails. I saw another post where someone had the same error as me, and they mentioned increasing their mysql timeout. Anyone know what and where exactly needs to be changed so I can finish the upgrade? Here is the error I get: Migrated ticket 102000 of 102282 (with Free fields data). Migrated ticket 102100 of 102282 (with Free fields data). Migrated ticket 102200 of 102282 (with Free fields data). Migrated 102282 tickets of 102282 (with Free fields data). done. Step 6 of 24: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 Free fields were deleted, migration is already done! done. Step 7 of 24: Verify if ticket data was successfully migrated... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 Free fields were deleted, migration is already done! done. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 Step 8 of 24: Verify if article data was successfully migrated... Free fields were deleted, migration is already done! done. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 618. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT id, name, field_order FROM dynamic_field ORDER BY field_order, id' Traceback (30197): Module: Kernel::System::DynamicField::DynamicFieldList (v1.56.2.2) Line: 695 Module: main::_MigrateFreeFieldsConfiguration (v1.85) Line: 1095 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 139 Can't use an undefined value as a HASH reference at ./DBUpdate-to-3.1.pl line 1100. Step 9 of 24: Migrate free fields configuration... Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu [cid:image001.gif@01C96A96.DC53D510]<https://mcp.support.microsoft.com/profile/Pinter> This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

1 0

otrs 3.1.11
by Steve Clark 31 Jan '13

31 Jan '13

Hello List, These two values have been altered from the default and I can't seem to get them set back to the original value. When I click the "reset" icon next to the item, otrs acts like it is doing something but when it comes back they still have the altered value. What am I missing? Ticket::Frontend::CustomerTicketZoom###StateDefault Ticket::Frontend::CustomerTicketMessage###StateDefault Thanks, -- Stephen Clark

4 6

NLB (load balancing) OTRS
by Bogdan Iosif 29 Jan '13

29 Jan '13

Hi, Can anyone help with some obvious issues around setting up a load balanced OTRS? - Does last db write always win? I imagine there's no built in protection against it. - Are HTTP sticky sessions required and if so, how can they be configured? I imagine OTRS needs some built in support to allow identification of user sessions in the balancer so that it maps them on the same app server. - To what extent is shared storage required? An older mailing list message proposes sharing the whole /var dir through a storage that support file locks (mainly to safely use TicketCounter.log but this could be worked around by setting up different SystemIDs (via SysConfig) on each app server). While sharing storage is required for /var/article (when attachments are stored on disk) I don't know if it's required or even safe for the other subfolders in /var (especially /tmp). Thanks, Bogdan

4 14

Email Strings
by Nick Lapp 29 Jan '13

29 Jan '13

Is there a way to exclude the prior email strings in emails when they go out to customers in ORTS? What happens is we end up with a really long page worth of duplicate information when the customer responds to the email and it comes back in as a new article. With excluding the old information from the new article or excluding the old email strings from the emails that go out from OTRS would be an acceptable option for us. I'm just not sure if there is a way to do that. Thank you in advance for any assistance! Nick OTRS 3.1.12

1 0