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Re: [otrs] encoding and attachments
by Ilya Kornev 21 Oct '09

21 Oct '09

Sorry. I was so stupid that tried to attach an empty .txt file which OTRS didn't allow me to do. Anything larger than 0kb attaches flawlessly. Still I have a problem with downloading non-ascii attachments in IE, the name is garbled. However, Chrome and Firefox download everything well. I remember seeing this bug fixed, but the problem still exists in my OTRS 2.4.4 and IE 8.0 Regards, Ilya -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> To: otrs <otrs(a)otrs.org> Date: Tue, 20 Oct 2009 10:23:21 +0400 Subject: Re: encoding and attachments > Moreover, OTRS bounces non-ascii attachments sent by customer. > I sent a test email to OTRS with 2 files attached: one named in English, the other - in Russian. > In OTRS I can see only the English one, and there's no Russian even in the filesystem. > > Regards, > Ilya Kornev > > -----Original Message----- > From: Ilya Kornev <feldpost-(a)mail.ru> > To: otrs <otrs(a)otrs.org> > Date: Mon, 19 Oct 2009 13:08:47 +0400 > Subject: encoding and attachments > > > Hello, > > > > The button Attach doesn't attach anything when composing email and choosing an attachment named in > Russian. > > If I choose an attachment named in Latin letters, everything is ok. > > > > This is what my Support Assessment says: > > Check database utf8 support. Your database version support utf8. OK > > Check if the client use utf8 for the connection. Your client connection is utf8. OK > > Check if the database use utf8 as charset. Your database character setting is utf8. OK > > Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK > > > > And I have this line in Config.pm > > $Self->{'DefaultCharset'} = 'utf-8'; > > > > The method of storing attachments is FS, if it matters. > > > > Does anybody have a clue what can be wrong with that? > > > > Best regards, > > Ilya Kornev > > > > >

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problems with customer info
by Gazizov Andrey 21 Oct '09

21 Oct '09

Hi all. I use otrs and external database with customer info installed on other server. When ticket creates in field "Customer ID" I enter the correct customer ID in correct field and create the ticket. All would be good but when I wish to see full ticket info (i.e. Ticket Zoom) I will not receive any customer info it empty :-) But if click on CustomerID I will forwarded on other page where may enter "Customer User" and "Customer ID". If I enter "Customer User" I will get full customer info from external DB :-) Generally, it is possible in OTRS that customer info get from external DB by customer ID? Any help is welcomed. Thanks -- Best regards, Andrey Gazizov ReTN

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an error message in the system log
by Kovacs Krisztian 21 Oct '09

21 Oct '09

Hi All! The following error message is in the system log: error OTRS-CGI-10 Another Link already exists within the same type group! What does it mean? Maybe (!, because the agent notify me later) an agent want to answer to multiple tickets with the bulk action, and she says that no email was sent out. We have groups and subgroups ... Maybe is this the problem? Thanks Krisz

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otrs-2.4.5-win-installer-2.1.1.exe can not support mod_perl
by Jeffery Chen Fan 21 Oct '09

21 Oct '09

otrs-2.4.5-win-installer-2.1.1.exe can not support mod_perl, need to repack the pack -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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[OTRS] 2.4.4 to 2.4.5 shortest upgrade path..
by Sarper SARIDAL 21 Oct '09

21 Oct '09

I would like to thank the Otrs team and all the members of the group for responding back. Today i raised a question about the shortest way of upgrading from 2.4.4 to 2.4.5. I did it by manually downloading the source code (the zip file of 2.4.5) Stopping the apache server from services getting backup of the otrs\otrs folder only replace the new files 2.4.5 After that the apache did not start.. What i did was to restore the following files back to where they were : 20.10.2009 23:05 <DIR> Apache 14.07.2005 02:46 16.061 apache-httpd.conf 16.04.2007 15:11 962 apache-httpd.include.conf 01.10.2009 08:59 7.469 apache-perl-startup.pl 01.10.2009 09:01 4.633 Apache.pm 20.10.2009 23:05 <DIR> Apache2 01.10.2009 08:59 1.410 apache2-httpd-new.include.conf 16.04.2007 15:11 1.249 apache2-httpd.include.conf 01.10.2009 08:59 7.542 apache2-perl-startup.pl Then started it up. It worked.. Plus i had the problem of notification events not sent to customers issue. That's solved too. Thanks & Regards Sarper Saridal

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Notification, Notification(Event), Vs Autoreponse
by Michael Mayaka 21 Oct '09

21 Oct '09

Hi All, I have been using Autoresponse<>queue to automatically respond to customers when new tickets are created. My question is, how can I automatically notify customers when their tickets are closed/updated? I have gone through "Notification" and "Notification(Event)" - Which of these can be used as an automatically triggered response to an event and how? (I'm using otrs2.4.4) Michael

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Re: [otrs] Sending email in OTRS
by Mike Pierce 20 Oct '09

20 Oct '09

David, I set the settings to use smtp (we're running exchange), and put the name of my mailserver in. Here's what I get now: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Oct 20 14:53:32 2009 Message: Can't connect to mail.mydomain.com: Invalid argument! Traceback (1620): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 92 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.230) Line: 2012 Module: Kernel::Modules::AgentTicketCompose::Run (v1.80) Line: 414 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi _2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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Sending email in OTRS
by Mike Pierce 20 Oct '09

20 Oct '09

Hopefully I'm posting to the right place.....bear with me as a noob. I just installed the latest version of otrs for Windows, running on windows 2000 server. I have successfully configured an Active Directory account with an exchange mailbox, and otrs is pulling the test mails I've sent via POP3 just fine. However, I can't sent email back out from OTRS. I have the 'check mx record' option disabled, and have also tried it enabled, and pointing to our internal DNS server. The POP3 virtual server on our Exchange machine isn't running, but I still can get mail into OTRS via POP3. What am I missing here?

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Radius Authentication & Creation Customer Users db
by Alessandro d'Ambrosio 20 Oct '09

20 Oct '09

Hi, I've activated in my OTRS Sytem a Radius Authentication for my Customer Users and It works. Can I create my Customer Users db getting information by my Radius Server or have I to create them before in my db? Is there a method to populate my cutomer users db dinamically when a customer user log on? I know that there's a system for Agents throughout LDAP but I didn't find nothing for Customer Users for Radius. Thankyou very much. Alessandro

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2.4.4 to 2.4.5 patch / migrate
by Sarper SARIDAL 20 Oct '09

20 Oct '09

Hi All, How do we upgrade from otrs 2.4.4 to 2.4.5 ? The admin manual does not show how. When i download the new software from otrs web site it says that it's already installed which is an expected result. For the upgrade of a running system (for minor patches like 2.4.4 to 2.4.5) What is the roadmap that i have to follow? Should i have to stop the services get the backup install a clean otrs and restore the backup? or is there an easier way to do it? If there is only backup / restore method is there guide about that so i can follow the quide and update my otrs. Thanks & Regards, Sarper Sarıdal

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