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"Connection failed at .... CheckItem.pm line 68"
by Anna Sotnichenko 07 May '03

07 May '03

OTRS 1.1.1 on XP, Apache 1.3.27 Hi. All, I'm new to OTRS and to Apache, just installed both on my computer. The error happens when I enter new user info and submit the form. It looks like "Internal Server Error" in browser. When I check error.log it shows "connection failed at C:/Program Files/Apache Group/otrs//Kernel/System/CheckItem.pm line 68". Line 68 in CheckItem.pm looks like this: .................................. if (Email::Valid->address( -address => $Param{Address}, -mxcheck => $Self->{ConfigObject}->Get('CheckMXRecord') || 0, )) { .................................. I checked, that Email::Valid package is installed in my Active Perl configuration. Does anybody have any clue what I should do next? Thanks, Anna Sotnichenko

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DB errors
by Christian Lox 07 May '03

07 May '03

Hi! OTRS 1.1.1 is installed for evaluating purposes. Since it was an update and rpm -U did not seem to work, we deleted the old version and did fresh install. Now I find the following in the Log: [Mon May 5 12:49:27 2003] null: DBD::mysql::st execute failed: You have an error in your SQL syntax near ') AND sq.valid_id in ( 1 )' at line 1 at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 228. ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon May 5 12:49:27 2003 Message: You have an error in your SQL syntax near ') AND sq.valid_id in ( 1 )' at line 1, SQL: 'SELECT sq.id, sq.name FROM queue sq, group_user sug, groups sg WHERE sug.user_id = 3 AND sug.group_id = sg.id AND sq.group_id = sg.id AND sg.id IN ( ) AND sq.valid_id in ( 1 )' Traceback (32640): Module: Kernel::System::Queue::GetAllQueues (v1.28) Line: 232 Module: Kernel::Modules::AgentPreferences::Form (v1.18) Line: 94 Module: Kernel::Modules::AgentPreferences::Run (v1.18) Line: 66 Module: Apache::ROOThelpdesk_2ewtal_2etrend_2dservice_2ede::otrs::index_2epl::handler (v1.58) Line: 608 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon May 5 12:49:27 2003] null: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 250. Any hint appreciated, Christian

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Mail Checking Questions
by Charles R. "Rusty" Thompson 06 May '03

06 May '03

1) The guys here were wondering if there was a way to allow OTRS to leave a copy of messages on the server yet still remember what it had already downloaded. Does this functionality exist or could it be implemented in a future release? and... 2) Is it possible to read mail from one account but send it out where it appears to come from another... say... incoming request(a)mydomain.com but auto-replies and support follow-ups come from support(a)mydomain.com I know.. it's weird.. just a question though. :) Charles

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POP3 messages extracted twice
by Viktor 06 May '03

06 May '03

Just installed OTRS V1.1.1 It is working fine, but for some reason every message is extracted twice from POP3 queue. The PostMasterPOP3.pl output looks like this: Message 1/1 (test(a)hostventures.com) Message 1/1 (test(a)hostventures.com) The two distinct Ticket numbers generated and also two replies sent back to user. At this point I tried everything I could think about in OTRS configuration. Any ideas?

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Problems with 1.1
by Aaron Downing 05 May '03

05 May '03

Greeting and thanks to all who subscribe to this list, I have recently 'upgraded' my OTRS installation and am having problems. I originally wanted to dump my old installation as it was a test run anyways. I did the following to attempt to reinstall the 1.1.0 version of OTRS on my SUSE distro: 1. My un-installation #I did this to uninstall the previous version of OTRS Rpm -e otrs #I then deleted the OTRS database but not the OTRS user (I did this via webmin/mysql server/otrs/drop database. After backing up the .sql and files in case I needed to import it later for some reason). 2. Attempting to install again: I simply installed the new version of OTRS via Yast with no complaints. After this my apache webserver service will not start- It gives the following errors: #Restarting Apache Starting httpd [ PERL PHP4 ]/usr/sbin/rcapache: line 206: 7545 Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf $MODULES >/var/log/httpd/rcapache.log 2>&1 #I attempted to check /usr/sbin/rcapache for what was occurring but I am no expert and this script simply starts Apache. I used the command vi /usr/sbin/rcapache +206 and I have included the code for that 'area' of the script below. #204 echo "Usage: $0 {start|stop|status|try-restart|restart|force-reload|reload|probe}" #205 exit 1 #206 esac I am certain it has something to do with OTRS because if I then 'rpm -e otrs' I can then start my apache server again...wtf. I am going to try nuking everything otrs related and installing the old version to see if this works and I will post back tommorow or later today with the results. I am by no means an expert of Linux or Apache, I am actually quite a beginner and this endeavor to create an on-line support solution for my company has been teaching me well. If anyone can please direct me to which area I need to turn toward to repair this problem I would appreciate it.

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Leaving Messages On Server
by Charles R. "Rusty" Thompson 05 May '03

05 May '03

1) The guys here were wondering if there was a way to allow OTRS to leave a copy of messages on the server yet still remember what it had already downloaded. Does this functionality exist or could it be implemented in a future release? and... 2) Is it possible to read mail from one account but send it out where it appears to come from another... say... incoming request(a)mydomain.com but auto-replies and support follow-ups come from support(a)mydomain.com I know.. it's weird.. just a question though. :) Charles

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OTRS Meeting at LinuxTag (Karlsruhe, Germany) - 12th July
by Stefan Wintermeyer 05 May '03

05 May '03

Hi, maybe some of you have allready read about it. There will be an OTRS talk at the famous LinuxTag in Karlsruhe. For those of you who speak German here are some details: http://www.linuxtag.org/2003/de/conferences/talk.xsp?id=53 I'd like to take this chance to initiate a little come together with OTRS users. The talk ends at 18:00 o'clock. So that is quite perfect to go to a restaurant and have dinner. Martin should be there too. So this is your big chance to meet all of us and to discuss all the hidden OTRS features (just kidding) and to give some direct feedback. Please send me a private e-mail in case you will join. That will ease the planing of this a lot. In case somebody wants to sponsor this evening feel free to do so. I am looking forward to meet you guys at the LinuxTag. PS. For the US residents who won't be there: We will do something similar at the LinuxWorld in San Francisco (seperate e-mail). take care Stefan -- Stefan Wintermeyer I knew it. He's the One. (Tank) "The Matrix"

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Release 1.1.1
by Hans Scheffers 05 May '03

05 May '03

Hi Martin Maybe i am doing something wrong but I have three remarks on the new release: - When the customer has an attachment it doesn't show up with the agent - Closing a ticket doesn't give a notice to the user automatically - The customer doesn't see his history of tickets when logged in although the setting for this is yes greetz Hans Scheffers JifLin B.V. Leliestraat 7 7151 GH Eibergen http://www.jiflin.nl

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OTRS on FreeBSD with qmail
by Taki Shirayanagi 04 May '03

04 May '03

Hello, I have tried to setup OTRS on FreeBSD with qmail. Everything has worked except getting the mail to go into OTRS. When I send mail to my account that is attached to OTRS I get this error message. May 3 20:52:45 copper qmail: 1052020365.543059 delivery 10967: deferral: Invali d_conversion_in_sprintf:_"_v"_at_/usr/local/www/data-dist/otrs/Kernel/System/Log .pm_line_97./ERROR:_OTRS-PM-10_Perl:__vd_OS:_freebsd_Time:_Sat_May__3_20:52:45_2 003//_Message:_Can't_write_/usr/local/www/data/otrs/var/log/TicketCounter.log:_P ermission_denied//_Traceback_(78010):_/___Module:_Kernel::System::Ticket::Number ::DateChecksum::CreateTicketNr_(v1.8)_Line:_95/___Module:_Kernel::System::PostMa ster::NewTicket::Run_(v1.38)_Line:_76/___Module:_Kernel::System::PostMaster::Run _(v1.31)_Line:_229/___Module:_/usr/local/www/data-dist/otrs/bin/PostMaster.pl_(v 1.13)_Line:_89//Can't_write_/usr/local/www/data/otrs/var/log/TicketCounter.log:_ _at_/usr/local/www/data-dist/otrs/Kernel/System/Ticket/Number/DateChecksum.pm_li ne_99./ Any suggestions on how to fix this? thanks, Taki

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Windows Perl Modules on Linux?
by Gary Traffanstedt 04 May '03

04 May '03

Hi guys! I keep getting error message telling me that I need Windows Perl modules and I'm running this on a RedHat Linux server. This is the error that I get: Can't locate Win32/Registry.pm in @INC What is the correct procedure for telling the system that it's on Linux and that there are not any Win32 modules available to it? Thank you, Gary

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