- otrs - OTRS mailing lists

otrs2
by Andrew Meyer 25 Feb '10

25 Feb '10

I am in the process of migrating OTRS from our current server to a Virtual server. Unfortunately I'm having problems logging in, this is a Debian (latest) install. When I try to login as root@localhost / password it tells me it's incorrect. I can't login to mysql, but I can get to phpmyadmin to change the password. What table do I need to change the root@localhost password in? Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

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backing up otrs 2.4.3
by Michael Mitchell 25 Feb '10

25 Feb '10

I have created a new server installing otrs 2.4.6 on a windows 2003 server box using mysql 5.0 now I have another server running version 2.4.3 which is currently our production box I want to backup the production box, what are the steps in backing up the database this is my 1st time doing so any help would be greatly appreciated. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech mmitchell(a)6ave.com<mailto:mmitchell@6ave.com> 973-564-7780 (External) 973-924-2900 (Internal) NOTICE: This email and any attachments are intended only for the named recipient(s), and may include confidential, proprietary or legally privileged information. If you are not the named recipient, you are not authorized to copy, print, share, save or rely upon this email or any attachments; instead please notify the sender by reply and immediately destroy this email and any attachments.

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can't find cron job example file in /var/cron
by Gregory Heffron 25 Feb '10

25 Feb '10

The OTRS manual says: If you want to fetch your mail automatically every ten minutes, you can use a cron job and the example entries that are available in the file var/cron/postmaster_mailbox.dist. When I navigate to that directory, these are the files I see: /opt/otrs/var/cron # l total 40 -rw-rw-r-- 1 otrs apache 426 Jan 11 06:08 aaa_base -rw-rw-r-- 1 otrs apache 562 Jan 11 06:08 fetchmail -rw-rw-r-- 1 otrs apache 676 Jan 11 06:08 generic_agent -rw-rw-r-- 1 otrs apache 505 Jan 11 06:08 generic_agent-database -rw-rw-r-- 1 otrs apache 485 Jan 11 06:08 pending_jobs -rw-rw-r-- 1 otrs apache 630 Jan 11 06:08 postmaster -rw-rw-r-- 1 otrs apache 501 Jan 11 06:08 postmaster_mailbox -rw-rw-r-- 1 otrs apache 481 Jan 11 06:08 rebuild_ticket_index -rw-rw-r-- 1 otrs apache 504 Jan 11 06:08 session -rw-rw-r-- 1 otrs apache 488 Jan 11 06:08 unlock Hence, there's no files with the .dist suffix at all. When I search, I find nothing on the server: /opt/otrs/.fetchmailrc.dist /opt/otrs/.mailfilter.dist /opt/otrs/.procmailrc.dist /opt/otrs/Kernel/Config.pm.dist /opt/otrs/Kernel/Config/GenericAgent.pm.dist Any ideas of how I can get ahold of the cron job for checking mail? Thanks, Greg -- Lead - IT Support Shambhala.org ShambhalaTimes.org Center Template Websites

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Error After Installation
by Darshak Modi 25 Feb '10

25 Feb '10

I have installed OTRS for windows. Its installed successfully. But when I try to access web it give following errors. Error: Access denied for user 'otrs'@'localhost' (using password: YES) In Apache logs it shows [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:02 2010] index.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at D:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 214 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Feb 25 14:39:02 2010 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Message: Access denied for user 'otrs'@'localhost' (using password: YES) [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Traceback (3676): [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] Module: D:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 [Thu Feb 25 14:39:02 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:39:12 2010] [error] [client 192.168.9.171] File does not exist: D:/Program Files/OTRS/Apache/htdocs/otrs [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:42:53 2010] customer.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at D:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 214 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Feb 25 14:42:53 2010 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Message: Access denied for user 'otrs'@'localhost' (using password: YES) [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Traceback (5312): [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 144 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] Module: D:/Program Files/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 [Thu Feb 25 14:42:53 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Use of uninitialized value $_ in -d at D:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] index.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at D:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/DB.pm line 214 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Thu Feb 25 15:20:03 2010 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Message: Access denied for user 'otrs'@'localhost' (using password: YES) [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Traceback (2848): [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Module: D:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 [Thu Feb 25 15:20:03 2010] [error] [client 192.168.9.171] Warm Regards, Darshak Modi Elitecore Technologies Ltd +91 9909008245

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Email ticket feature gone?
by Duggen, Kim Nena ( USO ) 25 Feb '10

25 Feb '10

Dear all, after wanting to update our OTRS to Version 2.4 I checked the demo system on the webpage of OTRS. On this demo the feature Email ticket seems to be missing. Please tell me, if this feature is not available anymore or if the demo is buggy. Thanks in advance. Mit freundlichen Grüßen/Best regards STADTWERKE FLENSBURG GMBH Kim Nena Duggen Unternehmenssteuerung - Organisation Batteriestr. 48, 24939 Flensburg Tel.: 0461/487-1713 Fax: 0461/487-2713 eM@il: kim.duggen(a)stadtwerke-flensburg.de Internet: www.stadtwerke-flensburg.de <http://www.stadtwerke-flensburg.de/> Sitz der Gesellschaft: Flensburg, Amtsgericht Flensburg HRB1283 Geschäftsführer: Dipl.-Kfm. Matthias Wolfskeil (Vorsitzender) Vorsitzender des Aufsichtsrates: Peter Köhler

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How to split quotes in html format
by Christof Surmann 25 Feb '10

25 Feb '10

Hi, we have recently upgraded to 2.4.7 and activated the WYSIWYG html email support. However, I did not find a way to split quoted emails in my reply which makes it difficult to answer emails including several questions. Obviously it is possible to remove the complete quote, but we would like to insert unquoted answers between the quoted original text. Any suggestions how to do so? We have deactivated html email support for the moment and work with plain text as before. Thanks, Christof ********************************************************************** LaVision GmbH, Anna-Vandenhoeck-Ring 19, D-37081 Goettingen, Germany Tel: +49 (0)551 9004-0, Fax: +49 (0)551 9004-100 Geschäftsführer / Man. Directors: Dr. Heinrich Voges, Bernhard Wieneke Amtsgericht / Trade Register Goettingen, HRB 1866 **********************************************************************

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Re: [otrs] Customer with multiple IDs, too much IDs
by Alessandro Cortiana 25 Feb '10

25 Feb '10

> 2) follow the "Customer with multiple IDs" procedure 2 or 3 times adding > other "customer_ids" rows (customer_ids1, customer_ids2, customer_ids3) I tried to do this but it does not work. Let me know if you have better ideas... Thanks Alessandro Cortiana

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Draft implementation
by Martignier, Philippe 25 Feb '10

25 Feb '10

Hi there, Just to know if I am the only admin to receive that request: All my agents (different departements) ask for a draft feature ala outlook .... I told them to use two workaround: 1) right click on the icon of their choice, go on with the new window and come back to the previous one to finish their work 2) copy the unfinished text and paste it in a note Both solutions are not perfect ... Am I the only one to encounter that request? Has OTRS planned to develop such a feature? Thanks for any response Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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PostmasterFollowUpSearchInBody: Multible ticketreferences - multible followups?
by Fürtbauer Wolfgang 25 Feb '10

25 Feb '10

Dear all, i have activated PostmasterFollowUpSearchInBody which works fine for 1 ticket reference Follow-up is created as expected! Is it possible to add more than one ticket reference in the body in order to get the mail as Follow-up to all of the referenced tickets? eg in Ticket body: <snip> some text ... ... [ Ticket#: 100002692 ] [ Ticket#: 100002418 ] [ Ticket#: 100000577 ] </snap> shall add the message to all three tickets We are runninging on 2.4.7 BR Wolfgang Fürtbauer Head of IT ASAMER Holding AG Unterthalham Strasse 2 4694 Ohlsdorf tel fax mobile w.fuertbauer(a)asamer.at www.asamer.at This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message by mistake, please advise the sender.

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Customer with multiple IDs, too much IDs
by Alessandro Cortiana 24 Feb '10

24 Feb '10

I have another question about OTRS. We have a lot of customers and we implemented the function "Customer with multiple IDs" described here http://doc.otrs.org/2.4/en/html/x1801.html The problem is that we need to assign a lot of customer ids to a customer user and the textbox is too short. I need to insert more or less 600 characters in the CustomerIDs textbox. I also checked the customer_user table in the database and the field type of the row "customer_ids" is varchar(250) so it is not possible to insert more than 250 characters. I have these ideas: 1) altering the field type of the "customer_ids" row setting it to varchar(1000) 2) follow the "Customer with multiple IDs" procedure 2 or 3 times adding other "customer_ids" rows (customer_ids1, customer_ids2, customer_ids3) Do you have better ideas? If not, what do you suggest? Thanks, Alessandro Cortiana

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