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SystemMonitoring
by Rob Shears 03 Dec '15

03 Dec '15

My next challenge is proper configuration of SystemMonitoring. Hopefully I'm not getting something as obvious as my last issue incorrect here. OTRS 4.0.13 SystemMonitoring 4.0.2 I have the incoming tickets sorting fine. I am using the post-postmaster filter, as I use a postmaster filter to set some variables (X-OTRS-LOOP etc). I have a GenericAgent Job running to grab the tickets, stick em in a queue and set the priorities. I can file additional alerts to the correct ticket. I cannot get OTRS to even attempt to acknowledge the alert, no failures, no log errors, just no attempt from OTRS at all to send the http acknowledgement. I adjusted the trigger event in the SystemConfig section to TicketQueueUpdate, from TicketLockUpdate, to match our requirements, but there is no difference in how OTRS is acting with either. It simply will not trigger the acknowledgement event. While I keep working away (the acknowledgement doesn't even work from the command line but I'll solve that one!), anyone have any ideas on what could be going wrong, to cause OTRS to not even attempt the acknowledgement? Cheers Rob Shears

3 6

OTRS community modules for OTRS 5
by Anna Brakoniecka 02 Dec '15

02 Dec '15

Hi, we've released following OTRS community modules for OTRS 5: ITSM-CIAttributeCollection 5.0.0 CustomerCompanyImportExport 5.0.0 CustomerUserImportExport 5.0.0 FAQImportExport 5.0.0 ServiceImportExport 5.0.0 UserImportExport 5.0.0 TemplateX 5.0.0 You can download them for free at: www.cape-it.de/download-modules or at OPAR. Thanks in advance for your feedback! Kind regards, Anna Brakoniecka ** Für die kleinen OTRS-Fragen zwischendurch ** ** Flexible Unterstützung auf Abruf ** ** http://www.cape-it.de/bestellung ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

1 0

Automatic customer configuration
by Edson Richter 02 Dec '15

02 Dec '15

Hi! We are working in the migration from FreshDesk to OTRS. One feature in FreshDesk is that Customers are tied to a "domain name" (example: @mycustomercompany.com), and then all tickets created from users in that domain become users for that customer. Is that possible in OTRS? How to implement this feature? I would like to avoid the maintenance required for customer's users. Thanks for any help, -- Atenciosamente, Edson Carlos Ericksson Richter

4 4

AutoReply not functioning
by Rob Shears 01 Dec '15

01 Dec '15

So I've been doing lots of configs, and something I've done, somewhere along the line, has disabled auto-replies. OTRS 4.x CentOS 7.x MSSQL Backend (fully functional, I know it is not supported!) I have a queue (Q1) that receives all messages from a postmaster mail account (MAIL1) via POP3. The ticket is created successfully. There is an autoreply set on this queue, which is never submitted to the mail server (whether SMTP, SendMail or anything else, there is no attempt made to send this message at the MTA level). I can reply, respond etc fine from the ticket itself, OTRS is working as far as emails go, except the autoresponse. Notably (probably of relevance), when the email is picked up, an error is thrown: ERROR: OTRS-otrs.PostMasterMailbox.pl-99 Perl: 5.16.3 OS: linux Time: Mon Nov 30 14:40:03 2015 Message: The field configuration is invalid Traceback (6328): Module: Kernel::System::DynamicField::Backend::ValueSet Line: 426 Module: Kernel::System::Ticket::Event::TimeUpdate::Run Line: 158 Module: Kernel::System::EventHandler::EventHandler Line: 226 Module: Kernel::System::Ticket::Article::ArticleCreate Line: 401 Module: Kernel::System::Ticket::ArticleCreate Line: 195 Module: Kernel::System::PostMaster::NewTicket::Run Line: 564 Module: Kernel::System::PostMaster::Run Line: 368 Module: Kernel::System::MailAccount::POP3::Fetch Line: 216 Module: Kernel::System::MailAccount::MailAccountFetch Line: 441 Module: main::Fetch Line: 171 Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl Line: 85 Through some astute reading, I know this error is triggered from line 426 (actually from ln428) of the backend.pm file, but that doesn't help me narrow down the cause. Stepping through these other files hasn't led me to the answer, except to be fairly convinced it is the problem. Dynamic fields defined in the system include, (source module) name of field: (KIX4OTRS) KIXFAQEntry (?) ProcessManagementProcessID (?) ProcessManagementActivityID (ITSMCore) ITSMCriticality (ITSMCore) ITSMImpact (SystemMonitoring) TicketFreeText1 (SystemMonitoring) TicketFreeText2 (SystemMonitoring) ArticleFreeText1 Invalidating some of these fields makes no difference, the error occurs. Probably no surprise there, if it needs the field, it needs the field. I have tried with both SenderFrom and EnvelopeFrom set and unset, no difference. What could be causing auto-replies to not be generated? What other investigative paths should I take? I am hitting a brick wall here, I can't see anything wrong with the configs except the error about dynamic fields but I cannot be even sure that is related. The auto-response is simple, plain text, doesn't even use any OTRS fields during the testing I am doing. Any advice, guidance or direction on restoring the missing auto-reply functionality would be great! Cheers Rob Shears.

1 6

Limit help desk access
by Edson Richter 24 Nov '15

24 Nov '15

Hi! Is there any way to implement such configuration scenario? 1) Help desk employees and technicians can access OTRS from our Remote Desktop Server only (it can be a source IP address check) 2) Customers can access from anywhere I believe this could be achieved in two ways: 1) In user configuration, set IP address restriction (better, IMHO). If the configuration is empty, then it can Access from anywhere. 2) Customizing the code for each restricted page (which ones?), except pages customer would have access to. Has anyone tried anything similar? Any tips on how to achieve that? Thanks, -- Atenciosamente, Edson Carlos Ericksson Richter

4 6

Troubleshoot Insufficient Rights error
by Saunders, Eric 24 Nov '15

24 Nov '15

I have an Activity Dialog that I would like to update the ticket Owner to whomever is completing the dialog. The Required Lock property seems to do exactly what I want. However, if I open the dialog and before completing it click "Undo & close window" I get an Insufficient Rights error: Message: We are sorry, you do not have permissions anymore to access this ticket in its current state. At this point I am the ticket owner with full rw permissions on the queue in which the ticket resides. And I can go back to the zoom view for the ticket and complete other dialogs, so the permissions issue seems to be localized to just this "undo" action. I thought it might have something to do with the Permission property of the Activity Dialog but none of the various settings I've tried have made any difference. There is also no indication in the System Log what might be causing the error. CentOS 6.x OTRS 4.0.13 Appreciate any assistance. +Eric

1 0

OTRS CMDB search and CIAttributeCollection
by Raul Orav 24 Nov '15

24 Nov '15

Hello, Please give me some advice. I’m stuck. I upgraded just to OTRS 5.0.3. It seems that when using CIAttributeCollection then CMDB search window doesn’t work - it’s not possible to select “Additional filters”. For example when I want to search by CI name - I can’t select by name. This “+” doesn’t work. By the way - I have noticed that I can’t work without “CIAttributeCollection” - after upgrading (tried 5.0 and 5.0.1 also) CMDB doesn’t work without “ CIAttributeCollection”. If I remember correctly - the same issue was when upgraded to OTRS 4 also. If I remove “ CIAttributeCollection” then everything works, until some time or until I restart Apache2 - then I get “Internal server error”. It looks like I’m not able to remove “ CIAttributeCollection” completely. Either there is a javascript error or … > Internal server error message: > > Internal Server Error > The server encountered an internal error or misconfiguration and was unable to complete your request. > Please contact the server administrator, info(a)visioline.ee <mailto:info@visioline.ee> and inform them of the time the error occurred, and anything you might have done that may have caused the error. > More information about this error may be available in the server error log. > > And after restarting Apache2 or after some time removing CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl?Action=AgentITSMConfigItem > > Traceback (10503): > Module: Kernel::System::ObjectManager::_DieWithError Line: 533 > Module: Kernel::System::ObjectManager::_ObjectBuild Line: 200 > Module: Kernel::System::ObjectManager::Get Line: 180 > Module: Kernel::System::ITSMConfigItem::XML::XMLValueLookup Line: 54 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash Line: 567 > Module: Kernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run Line: 330 > Module: Kernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow Line: 580 > Module: Kernel::Modules::AgentITSMConfigItem::Run Line: 306 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > Module: (eval) (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > [Tue Nov 24 17:20:02 2015] [error] Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191.\n at /opt/otrs//Kernel/System/ObjectManager.pm line 537\n\tKernel::System::ObjectManager::_DieWithError('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Error', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could...') called at /opt/otrs//Kernel/System/ObjectManager.pm line 200\n\tKernel::System::ObjectManager::_ObjectBuild('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Package', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ObjectManager.pm line 180\n\tKernel::System::ObjectManager::Get('Kernel::System::ObjectManager=HASH(0xf80a4d20)', 'Kernel::System::ITSMConfigItem::XML::Type::CIAttachment') called at /opt/otrs//Kernel/System/ITSMConfigItem/XML.pm line 54\n\tKernel::System::ITSMConfigItem::XML::XMLValueLookup('Kernel::System::ITSMConfigItem=HASH(0xf93f9400)', 'Item', 'HASH(0xfa015a58)', 'Value', '') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 567\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::_XMLData2Hash('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'XMLDefinition', 'ARRAY(0xfa014218)', 'XMLData', 'HASH(0xfa0342f8)') called at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/OverviewSmall.pm line 330\n\tKernel::Output::HTML::ITSMConfigItem::OverviewSmall::Run('Kernel::Output::HTML::ITSMConfigItem::OverviewSmall=HASH(0xf9...', 'ShowColumns', 'ARRAY(0xf8c524a8)', 'View', 'Small', 'Filter', 36, 'LinkPage', 'Filter=36;View=;SortBy=Number;OrderBy=Down;', ...) called at /opt/otrs//Kernel/Output/HTML/Layout/ITSMConfigItem.pm line 580\n\tKernel::Output::HTML::Layout::ITSMConfigItem::ITSMConfigItemListShow('Kernel::Output::HTML::Layout=HASH(0xf8323f38)', 'ConfigItemIDs', 'ARRAY(0xf94a3e70)', 'Total', 135, 'View', '', 'Filter', 36, ...) called at /opt/otrs//Kernel/Modules/AgentITSMConfigItem.pm line 306\n\tKernel::Modules::AgentITSMConfigItem::Run('Kernel::Modules::AgentITSMConfigItem=HASH(0xf935e258)') called at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 1041\n\tKernel::System::Web::InterfaceAgent::Run('Kernel::System::Web::InterfaceAgent=HASH(0xf84ec030)') called at /opt/otrs/bin/cgi-bin/index.pl line 40\n\tModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler('Apache2::RequestRec=SCALAR(0xf7c7d808)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\teval {...} called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 204\n\tModPerl::RegistryCooker::run('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 170\n\tModPerl::RegistryCooker::default_handler('ModPerl::Registry=HASH(0xf7e95570)') called at /usr/lib/perl5/ModPerl/Registry.pm line 31\n\tModPerl::Registry::handler('ModPerl::Registry', 'Apache2::RequestRec=SCALAR(0xf7c7d808)') called at -e line 0\n\teval {...} called at -e line 0\n > > > CIAttributeColletion info: 5.0.0 > > SYSlog in OTRS: > > Tue Nov 24 17:39:09 2015 error OTRS-CGI-10 Kernel::System::ITSMConfigItem::XML::Type::CIAttachment could not be loaded: Can't locate Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 . /etc/apache2) at /opt/otrs//Kernel/System/ObjectManager.pm line 191. > > Uninstall log: > > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeUninstall(); > > > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine new redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 55. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeInstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 72. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeReinstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 92. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUpgrade redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 109. > [Tue Nov 24 17:15:26 2015] ITSM_CIAttributeCollection.pm: Subroutine CodeUninstall redefined at /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm line 125. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 17:15:27 2015] (eval 6416): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546. > Notice: Removed file: /opt/otrs/ITSM-CIAttributeCollection.sopm > Notice: Removed file: /opt/otrs/doc/CHANGES_ITSM-CIAttributeCollection.md > Notice: Removed file: /opt/otrs/doc/en/ITSM-CIAttributeCollection.pdf > Notice: Removed file: /opt/otrs/doc/en/USAGE_itsm-ciattributecollection.pod > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCIClassSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentQueueSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentServiceSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Recovered: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm.save > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentCustomerUserCompanySearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentITSMCITicketSearch.pm > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentSLASearch.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCIClassSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentQueueSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentServiceSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentCustomerUserCompanySearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentUserSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentITSMCITicketSearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/Templates/Standard/AgentSLASearch.tt > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDummyX.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutDynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutEncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutUser.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutQueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTextLink.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutTypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/Output/HTML/ITSMConfigItem/LayoutSLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIClassReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/QueueReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/ServiceReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CIACCustomerCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/CustomerUserCompany.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DummyX.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/DynamicField.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/User.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/EncryptedText.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TextLink.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TicketReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/TypeReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/XML/Type/SLAReference.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/CIClassReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/ServiceReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMConfigItem/Event/TicketReference_RefreshLinks.pm > Notice: Removed file: /opt/otrs/Kernel/System/ITSMCIAttributCollectionUtils.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > Notice: Removed file: /opt/otrs/Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CIClassSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ServiceSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.QueueSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.CustomerUserCompanySearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.UserSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.ITSMCITicketSearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/Core.Agent.SLASearch.js > Notice: Removed file: /opt/otrs/var/httpd/htdocs/js/ITSM.Agent.ConfigItem.Search.CIAttrColl.js > Notice: Removed file: /opt/otrs/Kernel/Config/Files/CIAttributeCollection.xml > Notice: Removed file: /opt/otrs/Kernel/Config/Files/AttachmentStorage.xml > Notice: Removed file: /opt/otrs/Kernel/Modules/AgentAttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_AttachmentStorage.pm > Notice: Removed file: /opt/otrs/Kernel/Language/de_ITSMCIAttributeCollection.pm > Notice: Removed file: /opt/otrs/var/packagesetup/ITSM_CIAttributeCollection.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm > [Tue Nov 24 17:15:32 2015] -e: Apache2::Reload: Can't locate /opt/otrs//var/packagesetup/ITSM_CIAttributeCollection.pm > > Installing ITSM_CIAttributeCollection: > > RemoteAddress: 10.199.1.1 > RequestURI: /otrs/index.pl > > Traceback (11342): > Module: Kernel::System::Package::_Database Line: 2766 > Module: Kernel::System::Package::PackageInstall Line: 590 > Module: Kernel::Modules::AdminPackageManager::_InstallHandling Line: 1848 > Module: Kernel::Modules::AdminPackageManager::Run Line: 1235 > Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 > Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 > Module: (eval) (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 > Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > Notice: ALTER TABLE attachment_dir_preferences ADD CONSTRAINT FK_attachment_dir_preferences_attachment_directory_id_id FOREIGN KEY (attachment_directory_id) REFERENCES attachment_directory (id) > Code: > $Kernel::OM->Get('var::packagesetup::ITSM_CIAttributeCollection')->CodeInstall(); > > > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 538. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xF5" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 540. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xFC" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 542. > [Tue Nov 24 18:10:18 2015] (eval 2770): utf8 "\xE4" does not map to Unicode at /opt/otrs//Kernel/System/SysConfig.pm line 471, <$In> line 546. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine new redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 53. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine OutputStringCreate redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 81. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine FormDataGet redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 171. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine InputCreate redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 243. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine BuildAttachmentModification redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 326. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine BuildAttachmentPresentation redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 387. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine SearchFormDataGet redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 438. > [Tue Nov 24 18:10:50 2015] LayoutCIAttachment.pm: Subroutine SearchInputCreate redefined at /opt/otrs//Kernel/Output/HTML/ITSMConfigItem/LayoutCIAttachment.pm line 487. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine new redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 58. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine AttachmentAdd redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 83. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine AttachmentGet redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 162. > [Tue Nov 24 18:10:50 2015] AttachmentStorageDB.pm: Subroutine AttachmentGetRealProperties redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageDB.pm line 247. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine new redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 57. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine AttachmentAdd redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 83. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine AttachmentGet redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 142. > [Tue Nov 24 18:10:50 2015] AttachmentStorageFS.pm: Subroutine AttachmentGetRealProperties redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorageFS.pm line 221. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine new redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 52. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ValueLookup redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 76. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine StatsAttributeCreate redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 112. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ExportSearchValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 151. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ExportValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 168. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ImportSearchValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 238. > [Tue Nov 24 18:10:52 2015] CIAttachment.pm: Subroutine ImportValuePrepare redefined at /opt/otrs//Kernel/System/ITSMConfigItem/XML/Type/CIAttachment.pm line 259. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine new redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 59. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageGetDirectory redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 106. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageGet redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 181. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageGetRealProperties redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 240. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageAdd redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 278. > [Tue Nov 24 18:10:52 2015] AttachmentStorage.pm: Subroutine AttachmentStorageSearch redefined at /opt/otrs//Kernel/System/CIAttachmentStorage/AttachmentStorage.pm line 425. > > >

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Moving new ticket to another queue
by Rose Dowson 23 Nov '15

23 Nov '15

Hi, I want to move a new ticket to another queue, but this queue is administrated by administrators only so the users can't see it. There is anyone who knows a solution or have a script? Thank you for your help. Regards.

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Re: [otrs] System Monitoring Acknowledgement Characters - %0D
by LQ Marshall 21 Nov '15

21 Nov '15

John - Welcome back. Haven't seen anyone respond to this one so thought is share my half cent . The %0F is encoded carriage return (ran into this with a client a while back). Id guess that it's it in the script my mistake. Rewrite the line from scratch and save the file. Don't remember exactly where/which but should be under the etc folder, somewhere. L. Marshall -------- Original message -------- From: John O'Neill <john.oneill.ie(a)gmail.com> Date: 11/20/2015 07:19 (GMT-05:00) To: otrs(a)otrs.org Subject: [otrs] System Monitoring Acknowledgement Characters - %0D Hi All, Firstly forgive me if this has been asked already, I have looked around but cant seem to find a conclusive answer to the question, I am coming back to OTRS after some years out so I may as well be a noob. We have OTRS up and running and Nagios is sending in alerts and clearing them down when they issue resolves in Nagios so all is well on that front. The problem we have is that when we lock the ticket it is supposed to send an acknowledgement to Nagios, - I can see this in the Nagios logs but the problem is that we are seeing some characters inserted after the hostname which is stoping the command executing, it looks like the following /nagios/cgi-bin/cmd.cgi?cmd_typ=33&cmd_mod=2&host=rimdub-dummy-03.rim.local%0D I cannot for the life of me figure out where the %0D is coming from, if anyone out there has seen this before I would really appreciate a pointer on how to get around this issue Many thanks, John --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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MailAccountFetch Stuck
by aledr 20 Nov '15

20 Nov '15

Hi! On OTRS 5.0.X (running 5.0.3) MailAccountFetch is getting locked after a while. Looking at the Daemon summary we see it running for minutes or hours without fetching new messages and not closing connection to our mail server (netstat shows an open connection). --------------------------------------- sudo -u wwwrun /srv/otrs/bin/otrs.Console.pl <http://otrs.console.pl/> Maint::Daemon::Summary Handled Worker Tasks: NAME TYPE NID PID DURATION MailAccountFetch Cron 001 00014971 9.8 Minute(s) netstat -apn | grep XXX.XXX.XXX.XXX tcp 0 0 192.168.100.4:58715 XXX.XXX.XXX.XXX:993 ESTABLISHED 16218/perl --------------------------------------- And also, after stoping Daemon one process still running. sudo -u wwwrun /srv/otrs/bin/otrs.Daemon.pl stop otrs.Daemon.pl - the otrs daemon Copyright (C) 2001-2015 OTRS AG, http://otrs.com/ Daemon stopped ps aux | grep otrs wwwrun 16218 0.0 1.2 151564 52436 ? S Nov19 0:00 /usr/bin/perl -X /srv/otrs/bin/otrs.Daemon.pl start Thanks. -- [ ]'s Aledr - Alexandre

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