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Survey SendInHoursAfterClose
by Pritesh BHEEMANEE 05 Jul '16

05 Jul '16

Hello, I have installed Survey package 4.0.1 on OTRS 4. I changed value of Survey::SendInHoursAfterClose to 2 from 0 in order to send an survey email after 2 hours for all closed tickets but it is not sending survey mail after 2h. Survey::SendInHoursAfterClose Defines the amount in hours a ticket has to be closed to trigger the sending of a survey, ( 0 means send immediately after close ). Default Value: 0 (working) New Value: 2 (Not working ) PS: I know that it not possible to put 30 mints without development but i believe it should work as its an integer value. Thanks in advanced. Best Regards, Pritesh Bheemanee OTRS 4.0.10-02 PostgreSQL 9.3.5 Perl 5.10.1 (linux) is used. OS: Cent OS 6.5

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Pictures of customers
by Lars Jørgensen 05 Jul '16

05 Jul '16

Hi, On OTRS 3 we had created an awful hack to show pictures of the customers in the ticket zoom view: [ 'UserLogin', 'Picture', 'sAMAccountName', 1, 1, 'var', '#"><img src="/pictures/$Data{"UserLogin"}.jpg"></a><a href="#', 0 ], It was done in the LDAP-configuration for CustomerUser in Config.pm where LDAP fields are mapped to OTRS fields. We've upgraded to the latest version 5 today (and, wow, OTRS looks great now!). It seems that $Data{"UserLogin"} no longer exists. Is there another way of doing the above? If possible, I would love a cleaner implementation, possibly using Dynamic Fields. -- Lars

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Warning: Do not install FAQ 5.0.4 from the e-mail
by Sander Goudswaard 29 Jun '16

29 Jun '16

You may have received an e-mail with the title 'OSA-2016-01 Information Disclosure Vulnerability / Information bezüglicher einer Schwachstelle'. The FAQ-5.0.4.opm that is attached, is corrupt. The HTML tags inside have been escaped. If you install it, it will fail. Reinstall fails as well because the package is already installed. I am trying to find out how to rectify this in my installation. Regards, Sander No_signature

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Memory usage rising from 4.x -> 5.0.9
by Ralf Hildebrandt 28 Jun '16

28 Jun '16

I successfully upgraded from the most recent 4.x version of OTRS to 5.0.9 and noticed a sudden increase in memory usage: The machine starts to use swap, and when checking which processes are using the most swap I'm seeing: otrs:~# { date;for f in /proc/[0-9]*/status; do awk '{k[$1]=$2} END { if (k["VmSwap:"]) print k["Pid:"],k["Name:"],k["VmSwap:"];}' $f 2>/dev/null; done | sort -n ; } Mi 20. Apr 15:55:05 CEST 2016 1 init 600 ... 26138 otrs.Daemon.pl 8240 26169 /usr/sbin/apach 4964 26243 /usr/sbin/apach 4832 26311 /usr/sbin/apach 4916 26835 /usr/sbin/apach 5136 27219 /usr/sbin/apach 5136 27701 /usr/sbin/apach 8528 27711 /usr/sbin/apach 5108 27746 /usr/sbin/apach 5256 27747 /usr/sbin/apach 8532 So it's apache/mod_perl. Is that normal? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Re: [otrs] Version 5.0.10 installation on AWS Linux Centos
by Paolo Mosconi 24 Jun '16

24 Jun '16

Thanks Florian and Yves for your replies. I'm definetely no perl (and not even linux) expert. All I have to offer as additional info i sas follows: Full apache log for error: [Fri Jun 24 08:41:05.797341 2016] [mpm_prefork:notice] [pid 2707] AH00163: Apache/2.4.18 (Amazon) mod_perl/2.0.7 Perl/v5.16.3 configured -- resuming normal operations [Fri Jun 24 08:41:05.797352 2016] [core:notice] [pid 2707] AH00094: Command line: '/usr/sbin//opt/' [Fri Jun 24 08:41:14.130011 2016] [:error] [pid 2711] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 26.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 26.\n Perl is in /usr/bin/perl perl -V output: Summary of my perl5 (revision 5 version 16 subversion 3) configuration: Platform: osname=linux, osvers=3.2.45-0.6.wd.514.39.260.metal1.x86_64, archname=x86_64-linux-thread-multi uname='linux gobi-build-64003.pdx4.amazon.com 3.2.45-0.6.wd.514.39.260.metal1.x86_64 #1 smp thu feb 27 01:14:25 utc 2014 x86_64 x86_64 x86_64 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -Dccdlflags=-Wl,--enable-new-dtags -Dlddlflags=-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -DDEBUGGING=-g -Dversion=5.16.3 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl5 -Dsitearch=/usr/local/lib64/perl5 -Dprivlib=/usr/share/perl5 -Dvendorlib=/usr/share/perl5/vendor_perl -Darchlib=/usr/lib64/perl5 -Dvendorarch=/usr/lib64/perl5/vendor_perl -Darchname=x86_64-linux-thread-multi -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64 -Duseshrplib -Dusethreads -Duseithreads -Dusedtrace=/usr/bin/dtrace -Duselargefiles -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dscriptdir=/usr/bin -Dusesitecustomize' hint=recommended, useposix=true, d_sigaction=define useithreads=define, usemultiplicity=define useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef use64bitint=define, use64bitall=define, uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic', cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include' ccversion='', gccversion='4.8.2 20140120 (Red Hat 4.8.2-16)', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags =' -fstack-protector' libpth=/usr/local/lib64 /lib64 /usr/lib64 libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.17' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,--enable-new-dtags -Wl,-rpath,/usr/lib64/perl5/CORE' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic ' Characteristics of this binary (from libperl): Compile-time options: HAS_TIMES MULTIPLICITY PERLIO_LAYERS PERL_DONT_CREATE_GVSV PERL_IMPLICIT_CONTEXT PERL_MALLOC_WRAP PERL_PRESERVE_IVUV USE_64_BIT_ALL USE_64_BIT_INT USE_ITHREADS USE_LARGE_FILES USE_LOCALE USE_LOCALE_COLLATE USE_LOCALE_CTYPE USE_LOCALE_NUMERIC USE_PERLIO USE_PERL_ATOF USE_REENTRANT_API USE_SITECUSTOMIZE Locally applied patches: Fedora Patch1: Removes date check, Fedora/RHEL specific Fedora Patch3: support for libdir64 Fedora Patch4: use libresolv instead of libbind Fedora Patch5: USE_MM_LD_RUN_PATH Fedora Patch6: Skip hostname tests, due to builders not being network capable Fedora Patch7: Dont run one io test due to random builder failures Fedora Patch9: Fix find2perl to translate ? glob properly (RT#113054) Fedora Patch10: Fix broken atof (RT#109318) Fedora Patch13: Clear $@ before "do" I/O error (RT#113730) Fedora Patch14: Do not truncate syscall() return value to 32 bits (RT#113980) Fedora Patch15: Override the Pod::Simple::parse_file (CPANRT#77530) Fedora Patch16: Do not leak with attribute on my variable (RT#114764) Fedora Patch17: Allow operator after numeric keyword argument (RT#105924) Fedora Patch18: Extend stack in File::Glob::glob, (RT#114984) Fedora Patch19: Do not crash when vivifying $| Fedora Patch20: Fix misparsing of maketext strings (CVE-2012-6329) Fedora Patch21: Add NAME headings to CPAN modules (CPANRT#73396) Fedora Patch22: Fix leaking tied hashes (RT#107000) [1] Fedora Patch23: Fix leaking tied hashes (RT#107000) [2] Fedora Patch24: Fix leaking tied hashes (RT#107000) [3] Fedora Patch25: Fix dead lock in PerlIO after fork from thread (RT#106212) Fedora Patch26: Make regexp safe in a signal handler (RT#114878) Fedora Patch27: Update h2ph(1) documentation (RT#117647) Fedora Patch28: Update pod2html(1) documentation (RT#117623) Fedora Patch29: Document Math::BigInt::CalcEmu requires Math::BigInt (CPAN RT#85015) Built under linux Compiled at Sep 15 2014 18:16:40 @INC: /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . Once again, any help is appreciated. paolo Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via V. Buzzi, 4 - 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/> Da: Paolo Mosconi Inviato: giovedì 23 giugno 2016 17:47 A: 'otrs(a)otrs.org' <otrs(a)otrs.org> Oggetto: Version 5.0.10 installation on AWS Linux Centos Hi, I am doing a fresh installation from rpm and I got the following error. [:error] [pid 2426] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 25.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 25. Installation commands: sudo yum install httpd24 mod24_perl --nogpgcheck otrs-5.0.10-01.noarch.rpm sudo yum -y install http://download.fedoraproject.org/pub/epel/6/i386/epel-release-6-8.noarch.r… sudo yum -y install "perl(Text::CSV_XS)" I have a running V 4 since 2 years and I don't remember having encountered this in the past. Any help is appreciated Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via V. Buzzi, 4 - 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/>

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OTRS 5: Company tickets enabled, but ticket view is empty
by Edson Richter 24 Jun '16

24 Jun '16

Hi! I've very beginner with OTRS, and zero knowledge on Perl. -> OTRS 5 patch 10 on OEL 7 x64, MariaDB database. I've a Customer created with several (180) tickets on it from about 4 users. All of users are associated with a Customer ID from day zero. Now, I've created a group "CustomerPortalManager" and add a customer user to it. Then, in SysConfig, I've Ticket::Frontend::CustomerDisableCompanyTicketAccess = no in CustomerFrontend::Module###CustomerTicketOverview I've enbled group "CustomerPortalManager" for Company Tickets group config The menu appears on in customer portal, but when user selects it, nothing is shown. What I'm doing wrong? -- Atenciosamente, Edson Carlos Ericksson Richter

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Version 5.0.10 installation on AWS Linux Centos
by Paolo Mosconi 23 Jun '16

23 Jun '16

Hi, I am doing a fresh installation from rpm and I got the following error. [:error] [pid 2426] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 25.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 25. Installation commands: sudo yum install httpd24 mod24_perl --nogpgcheck otrs-5.0.10-01.noarch.rpm sudo yum -y install http://download.fedoraproject.org/pub/epel/6/i386/epel-release-6-8.noarch.r… sudo yum -y install "perl(Text::CSV_XS)" I have a running V 4 since 2 years and I don't remember having encountered this in the past. Any help is appreciated Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via V. Buzzi, 4 - 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/>

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Dynamic fields from email headers?
by Nick Bright 22 Jun '16

22 Jun '16

Is it possible when generating a ticket by email (for example from a web form) to create X-Dynamic-Field headers that would create specified dynamic fields in the ticket that is being created? For example X-Dynamic-Field-Address1=AddressString to create populate the dynamic field "Address1" with "AddressString"? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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Re: [otrs] otrs Digest, Vol 93, Issue 9
by Placide Lysias NJAMI 22 Jun '16

22 Jun '16

Thanks Rick, It works for me too. Below the steps exactly used : 1. mysql -u root -p SET GLOBAL innodb_fast_shutdown = 0 2. sudo service mysql stop 3. sudo su 4. mv /var/lib/mysql/ib_logfile* /tmp 5. vim /etc/mysql/my.cnf Change lines like below : innodb_buffer_pool_size = 1024M innodb_log_file_size = 256M Save the file 6. sudo service mysql start PLOBLEM SOLVED !!! Cdt, Placide -----Message d'origine----- De : otrs [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : mercredi 22 juin 2016 12:02 À : otrs(a)otrs.org Objet : otrs Digest, Vol 93, Issue 9 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. Innodb warning (Placide Lysias NJAMI) 2. Re: Innodb warning (Rick Heisterhagen) ---------------------------------------------------------------------- Message: 1 Date: Wed, 22 Jun 2016 11:34:40 +0000 From: Placide Lysias NJAMI <p.njami(a)gelgh.com> To: <otrs(a)otrs.org> Subject: [otrs] Innodb warning Message-ID: <004e01d1cc7a$11f94400$35ebcc00$(a)gelgh.com> Content-Type: text/plain; charset="us-ascii" Dear, How to correct the warning message we have on our OTRS system registration? (See below) InnoDB Log File Size (5 MB): The setting innodb_log_file_size must be at least 256 MB. Thanks in advance! Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD - GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com<mailto:p.njami@gelgh.com>

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21 Jun '16

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