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OpenNMS integration
by Wesley Song 23 Oct '09

23 Oct '09

I have loaded the OpenNMS 1.1.0 package into OTRS just fine. I saw that there was an update to 1.1.1. I attempted to upgrade the OpenNMS package both by hitting upgrade and downloading the opm file and updating it. The error is: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Oct 20 16:46:52 2009 Message: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not installed! Traceback (20791): Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line: 2012 Module: Kernel::System::Package::PackageUpgrade (v1.106) Line: 584 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (v1.81) Line: 1476 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 689 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 I have loaded SOAP::Lite via CPAN as well as the SOAP::DateTime. Not sure what else I need to do to this to get it to work. Wesley Song / Sr. Systems Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 Voice: 303-544-1111 ext. 103 Fax: 303-544-1110 wsong(a)roomlinx.com http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX

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Re: [otrs] Sending email in OTRS--RESOLVED
by Mike Pierce 23 Oct '09

23 Oct '09

I figured it out myself. For some reason, otrs didn't like the FQDN of my mailserver for the smtp settings, but rather wanted just the server name. I initially had mail.xxxxx.org as the host, but changed it to serverxxxxx, and now it sends just fine. Mike Pierce Northwest Justice Project 401 2nd Ave S, Suite 407 Seattle, WA 98104 206.464.1519 ext. 273 www.nwjustice.org

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Implementation advice - Is OTRS suitable for this situation
by Luís Gomes 22 Oct '09

22 Oct '09

Hello, I've been assigned a task of solving a inefficiency problem on our company regarding emails. I'll try to explain the problem first so I can get some feedback if OTRS is suitable and how should I configure the system if it is. We deal with a little over 100 different email addresses that must be monitored and addressed by a team of about 6 people. Right now, all mail arrives on a single machine running a mail client with all pop3/imap accounts configured there. As you might imagine, this is highly unusable and creates problems with the machine being overloaded as well as problems with the staff that are taking the following steps to handle these emails: - They each take turns going to the machine where the mail client is. If there are new emails they forward them to their workstation. - They then proceed to reply on their workstation and send their reply to the mail client machine again. - Finally they go to the mail machine again and send the message through the right account to the customer. The system works like this apparently because in the beginning there wasn't so many accounts and they didn't want to configure all pop accounts on all of the staff's workstations. With time, customer and staff increase, this is now almost unmanageable so that is why I'm looking into a ticket system to replace this "mail client machine" and have all staff accessing the system from their worstation. Now my questions: Is OTRS suitable for this, from what Ive been reading it seems almost perfect. But I'm having some doubts about implementation. Should I create a different queue for each email account? The replies all need to be answered through the same account from which the user sent the email and not some general account. I hope I made myself minimally clear, if not, please feel free to ask anything. Thanks in advance. Roberto Gomes

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Colors css suse
by Adrián Fernández Leiro 22 Oct '09

22 Oct '09

Where is customer-css.dtl on 2.4.5 Suse? Thanks

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running out of memory
by Alexander Halle 22 Oct '09

22 Oct '09

Hi, I have to restart my OTRS server regularly after a couple of days because there's no free memory left. I think it isn't the fault of OTRS but rather a wrong apache configuration. So please excuse me for being off topic but I don't know where to start troubleshooting. Can someone please lead me in the right direction ? According to top the memory is used by several httpd2-event processes. They spawn over the days until I run out of memory. At the moment I have 12 of them using together 75% of 3 GB. At present only 5 people use OTRS but I already have to reboot after about one week. I can't find any documentation to httpd2-event so I can't figure out how to control the number of processes reasonable : OTRS 2.4.4 on OpenSuse 11.1 otrs:~ # httpd2-event -V Server version: Apache/2.2.13 (Linux/SUSE) [...] Architecture: 32-bit Server MPM: Event threaded: yes (fixed thread count) forked: yes (variable process count) Thanks in advance. Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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strange behavior on notification
by Marco Vannini 22 Oct '09

22 Oct '09

Hi all, Just to know if someone else had this... If I try to open a ticket as agent by phone ticket and having notification event for ownership active, it seams that client receive notification about ownership of the agent that inserted item either if the ticket is not yet locked by the same operator. Infact ticket results to be: open unlock in charge (the name of the operator that had compesed the phone-ticket) but it hasn't in his locked ticket. This would send to many notification of ownership changes to customer. I don't know if I was clear enoght... but ... it this the correct behavior ? Thank you. Ciao, MV

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SQL Server customer data backend
by Dunn, Jeff 22 Oct '09

22 Oct '09

All, Apologies if this has been round before, but I am new to OTRS, and perl and apache..... I have installed OTRS 2.4.5 on a Windows 2003 server box, using all the default settings. I want to collect customer data from a SQL Server database on another box, and have set up an ODBC connection to that box. In Defaults.pm I have set up the following as described in the admin manual: $Self->{CustomerUser2} = { Name => 'Customer Database Backend', Module => 'Kernel::System::CustomerUser2::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBD:odbc:Intranet', User => 'sa', Password => '', Table => 'vwOTRS_LocationData', But get error : "Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|oracle|db2|mssql)." If I change the DSN to be : DSN => 'DBI:mssql:database=intranet;host=europa', I get the error : install_driver(mssql) failed: Can't locate DBD/mssql.pm in @INC (@INC contains: ../../ C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib C:/Program Files/OTRS/OTRS/bin/cgi-bin/../.. C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib C:/PROGRA~1/OTRS/StrawberryPerl/perl/site/lib . C:/Program Files/OTRS/OTRS/bin/cgi-bin/../.. C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 61) line 3. Perhaps the DBD::mssql perl module hasn't been fully installed, Has anybody had this sort of error? Any help appreciated. Thank you Jeff Dunn ----------------------------------------------------------------------------------------------------------------------------- The receiver of this message is required to check if he/she has received it erroneously. If so, the receiver is requested to immediately inform the sender and - in consideration of the responsibilities arising from undue use or disclosure of the message or the information contained therein - destroy the original message and any copy or printout thereof. Amplifon Ltd Registered and Head Office : Ultravox House, Styal Road, Manchester M22 5WY Registered In England No 1315581 VAT No 596 2575 91 -----------------------------------------------------------------------------------------------------------------------------

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Can't connect to mail server
by Altangerel 22 Oct '09

22 Oct '09

Hi all, I've a problem related sending and receiving mail. Our mail server only supports POP3S. OTRS also supports POP3S right? I saw two options pop3, pop3s from the admin panel and selected pop3s. Since that time I've never connected to my mail server. Here is the log entry: OTRS-PMAccount-10[31540]: [Error][Kernel::System::MailAccount::POP3S::Fetch][Line:113]: POP3S: Can't connect to mail.xxx.com Is there any other configuration? I just configured it on web interface (found only the guide from documentation). Thank you. BR, Altangerel.G

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Priority sort
by Emily Flynn 22 Oct '09

22 Oct '09

Hi, Does anyone know how to get rid of the sort by priority in queue? I just want to sort tickets in queues by age as priority levels aren't really used at the minute. Thanks Emily

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<OTRS_TICKET_TicketNumber> is not resolving in the subject line
by john espiro 22 Oct '09

22 Oct '09

Hi everyone... I am running OTRS 2.4 on Linux. I am trying to use <OTRS_TICKET_TicketNumber> in the subect line of an autoresponse that goes out when a new ticket is received. My template subject looks like this: Re: <OTRS_TICKET_TicketNumber> <OTRS_TICKET_Title> However, the output on the oitgoing messages appears as: [Ticket#2009101710000058] <OTRS_TICKET_TicketNumber> <OTRS_TICKET_Title> I am a bit confused as to why the "Re:" doesn't appear, and whe the two variables are showing up as the variable names. In the body of the email I use the same variable and it works just fine: Ticket Number: <OTRS_TICKET_TicketNumber> Ticket ID: <OTRS_TICKET_TicketID> Ticket Queue: <OTRS_TICKET_Queue> Ticket Current State: <OTRS_TICKET_State> looks like: Ticket Number: 2009101710000058 Ticket ID: 31 Ticket Queue: Show Ticket Current State: new I found this bug: http://bugs.otrs.org/show_bug.cgi?id=785 which indicates that this problem was fixed... John

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