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OTRS 2.4.2 Package Manager error installing ITSM module
by Mateusz Mojsiejuk 19 Aug '09

19 Aug '09

Hi people of the otrs republicI'm having issues installing the ITSM modules.Unfortunately google hasn't been helpful in this matter. OS: Debian Gnu Linux 5.0 (lenny)OTRS Version: 2.4.2 (installed from tar.gz archive)Mysql 5Apache 2.2Perl 5.10.0my.cnf has the max_allowed_packet = 20M (restarted mysql after the change) Every time i try to upload the GeneralCatalog module from the webinterface I get: ==========snip==========Error: Need ContentType! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Aug 18 23:14:02 2009 Message: Need ContentType! Traceback (4130): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.19) Line: 67 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.18) Line: 142 Module: Kernel::Modules::AdminPackageManager::Run (v1.80) Line: 962 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 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 ==========snip========== Best Regards -M

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StorageModule problem
by hpsbigcat 19 Aug '09

19 Aug '09

Dear Monsees, In fact, there are serval situation confuse me 1. some ticket can be forward with attchment, but it shows duplicate items and missed some item 2. no special found in system log 3. what's role of article_attachment? 2009/8/18 Lars Monsees <l.monsees(a)atlantismedia.de> > My OTRS is 2.4.3 on CentOS 5.2, the Ticket::StorageModule setting: > > ArticleStorageFS. My problem is ： when agent want to forward a ticket > > with attachment, but the mail didn't show that attchment. I'v checked > > var/article and found the attachment had been saved in related folder. > > At the same time, no related record in database table > > "article_attachment". Any one can help to fix it? > > > I just created a test ticket in my OTRS installation that has a PNG > attached. > When I forward the ticket, the PNG gets attached, too. There are no records > in "article_attachment". > > Do you find anything helpful in your system log? > > --

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Software error message "Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4."
by Lev Davidovich 19 Aug '09

19 Aug '09

Hi I would just like to recap the events of today in the hope that someone might be able to help me and also that it will be useful for anyone else running into the same problems. I asked (wish I hadn’t now! ;-)) if there was a way of getting the System Log to display more logs than it does currently. Martin pointed out I should go to Admin Interface -> SysConfig -> Framework -> Core::Log -> LogModule Having established that I am using OTRS 2.3, which only stores 4k of sysLog data, Martin recommended I increase LogSystemCacheSize in the above module from 4k to (not above) 32k. So I clicked the element “LogSystemCacheSize” (which had been unclicked and greyed out) and changed its value from 4096 to 32000. From this point on, we have been unable to log on to OTRS; every time we do so we get the “Software Error” message Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, Martin suggested I look here http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=111 though this doesn’t make much sense to me. Is it worth trying to understand this document in order to solve this problem? I found an old entry in the OTRS lists here http://lists.otrs.org/pipermail/otrs/2003-April/001346.html which talks about removing the “shared memory segment” and then rebooting the server. Marco suggested I might be able to remove the shared memory segment “maybe with some sysinternals tool” – I am not sure whether to go down this road. After further prompting from Marco and Michael we restarted the server, which is supposed to recreate a new shared memory segment. But this has had no effect – the same error message comes up. Is there anything else we can do short of reinstalling OTRS? Thank you for your patience

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I`m out of the office.
by Agnieszka Podlecka 19 Aug '09

19 Aug '09

I will be out of the office starting 2009-08-19 and will not return until 2009-08-20. I will respond to your message when I return. In any urgent case please call IT Service Desk (+48 33 8225 373) or e-mail: servicedesk_hotline(a)pl.enersys.com) URL: www.enersys.com.pl & www.enersys.com EnerSys spolka z ograniczona odpowiedzialnoscia wpisana do Krajowego Rejestru Sadowego VIII Wydzial Gospodarczy Sadu Rejonowego w Bielsku-Bialej, pod numerem KRS: 0000228962 Adres: ul. Leszczynska 73, 43-301 Bielsko-Biala, Polska. REGON: 240025215, NIP: 937-244-34-60. Wysokosc kapitalu zakladowego: 50.000.000 zlotych. Wiadomosc ta jest przeznaczona jedynie dla osoby lub podmiotu, ktory jest jej adresatem i moze zawierac poufne i/lub uprzywilejowane informacje. Zakazane jest jakiekolwiek przegladanie, przesylanie, rozpowszechnianie lub inne wykorzystanie tych informacji lub podjecie jakichkolwiek dzialan odnosnie tych informacji przez osoby lub podmioty inne niz zamierzony adresat. Jezeli Panstwo otrzymali przez pomylke te informacje prosimy o poinformowanie o tym nadawcy i usuniecie tej wiadomosci z wszelkich komputerow. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

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Disabling certain attachment types
by Cook, Julian 18 Aug '09

18 Aug '09

Hello! We are implementing otrs (YAY!) and one big request is in regards to Cross Site Scripting. We need to limit which attachment types can be attached to a ticket. Barring that we could just turn off the ability to attach files. I have looked over the documentation and haven¹t found a way to do this yet. Does anyone know an easy way to turn off .exe, .vb, etc file types from being attached? If this doesn¹t exist any advice on disabling attachments would be appreciated. -- Julian Cook Securities and Exchange Commission

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Config : OSX 10.4.11 / Apache 1.3.33(Darwin)
by Mikola Rose 18 Aug '09

18 Aug '09

Hey there guy's I would love to enable the mod_perl for our site but am not too sure how I should go about this without messing everything up. Is there any experience out there with setting up OTRS on this flavor of OSX/Apache? What should I be putting in /etc/httpd/httpd.conf and /etc/httpd/sites/0000.mysitename.conf Mik Rose

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Changes from 2.3 to 2.4
by Lars Monsees 18 Aug '09

18 Aug '09

Hi, I noticed some more changes that I think happened from 2.3 to 2.4: 1) When I add a new note, there is always an empty line in the edit textfield. Is there a config setting to remove this? 2) The agent´s last view of the locked ticket is not restored in Opera 10 after restarting it. It doesn´t seem to be saved in a cookie. Works in Firefox 3.5. Has anybody else noticed this? Cheers Lars

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Neuer Ticket-Besitzer nach Ticket-Freigabe
by guenther.rasch＠gmx.de 18 Aug '09

18 Aug '09

Hi, I´ve updated our OTRS to 2.4.3 yesterday. If otrs unlocks a ticket a new owner will be assigned. Why? Where are the configuration parameters for unlocking and assigned new owner? Regards Günther -- Jetzt kostenlos herunterladen: Internet Explorer 8 und Mozilla Firefox 3 - sicherer, schneller und einfacher! http://portal.gmx.net/de/go/chbrowser

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SSH
by Lev Davidovich 18 Aug '09

18 Aug '09

Hi I am trying to SSH into our Apache server hosting OTRS. When I type "ssh server ip number" from my Windows command line I get "ssh is not recognised as a command" and when I type "ssh server IP number" from my Mac Terminal I get "connection refused". I am not sure what the problem is - could anyone help or point me towards some documentation? Thanks a lot Lev

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2.4 upgrade on a new install
by Craig Meirick 18 Aug '09

18 Aug '09

I have a new install of 2.4.2 working and I need to bring in tickets from a 2.2.3 install. I have the backup file of all the tickets from the 2.2.3 install named as DatabaseBackup.sql.gz on the new machine install of 2.4.2. When I perform the dump into the database it replaces my 80 tables with 76 tables. Is there something I need to do additionally to get this working correctly? Do I need to run the DBUpdate scripts specified in the UPGRADING file? TIA >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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