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Survey Module again
by Walter R. Moore 31 Jul '09

31 Jul '09

I have been trying to get the Survey module to work without success. The package manager says it is correctly installed, and it appears in sysconfig, but closing a ticket in a queue with an associated survey never generates a survey. The "SendPeriod" is set to 0. No errors appear in any log so I am not sure how to debug this problem. I'd appreciate any advice. Versions (updated today, in fact): OTRS 2.4.2 Survey 1.1.7 # OTRS config file (automaticaly generated!) # VERSION:1.1 package Kernel::Config::Files::ZZZAuto; sub Load { my ($File, $Self) = @_; $Self->{'Survey::SendNoSurveyRegExp'} = '(MAILER-DAEMON|abuse)@.+?\\..+?'; $Self->{'Survey::NotificationSender'} = 'otrs(a)eckerd.edu'; $Self->{'Survey::SendPeriod'} = '0'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=eckerd college,c=us'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.eckerd.edu'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'SendmailModule::CMD'} = '/usr/lib/sendmail -i -f '; $Self->{'LogModule::LogFile'} = '/usr/local/otrs/var/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'AdminEmail'} = 'otrs(a)eckerd.edu'; $Self->{'FQDN'} = 'cgi.eckerd.edu'; $Self->{'SecureMode'} = '1'; } 1; -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr Solitudinem faciunt pacem appellant. (They make a wilderness and call it peace.) ---Tacitus, reporting the words of Calgalus

2 3

2.3.4 --> 2.4.1 upgrade (was: general email woes)
by Alan McKay 31 Jul '09

31 Jul '09

On Tue, Jul 28, 2009 at 1:21 PM, Martin Edenhofer<me(a)otrs.com> wrote: > In OTRS 2.4 there is a new frature called "Configurable event based > notifications". OK, since I have not yet deployed this thing, I have a good opportunity now to upgrade. Is there an upgrade wizard of some sort that will leave me with 2.4.1 that works just like my current 2.3.4? Or will I manually have to reprogram everything? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 14

Possibility to change ticket sort order
by Kevin Richter 31 Jul '09

31 Jul '09

Hello, some customers do reply to veeeery old tickets. The result: On the page index.pl?Action=AgentTicketQueue the the ticket gets listed first, because the ticket age is f.ex. 100 days, but the last customer message is only a few hours old. Is there a possibility, that the tickets on the page mentioned above get sorted by the last customer reply - and not by the initial ticket creation time? Thanks, Kevin

2 1

Migrate old account to new account for customer
by Hien HUYNH HUU 31 Jul '09

31 Jul '09

Hi all, How can I migrate an old account to new account for customer ? Ex: I have an old customer : aa(a)yahoo.com<mailto:aa@yahoo.com> and when I use LDAP authentication for customer, I sync Ldap2DB so that he has another account "xyz" . So I want to import/migrate his old tickets to new account. Please guide me how to do this. Furthermore ; It's so strange when I can't find his new account database on Mysql server , I only find his old account stored at it. Where new database stored at when using "scripts/tools/sync-ldap2db.pl" ? Although I see It uses customer_user table, but actually I can't see new database on it. Please help me to solve these problem. Best regards, Hien Huynh

1 0

utf-8 errors trying to upgrade to 2.4.2
by Anton Gubar'kov 30 Jul '09

30 Jul '09

Hello, colleagues I'm trying to upgrade my 2.3.3 (with ITSM) to 2.4.2. I'm following the steps in UPGRADING file. DB restore and DB update went fine. running scripts/DBUpdate-to-2.4.pl gives me: otrs@2078 /var/www/some_dir/otrs-2.4.2 $ scripts/DBUpdate-to-2.4.pl Start migration of the system... utf8 "\xF6" does not map to Unicode at /var/www/some_dir/otrs-2.4.2/Kernel/System/Config.pm line 161, <$In> chunk 1. utf8 "\xFC" does not map to Unicode at /var/www/some_dir/otrs-2.4.2/Kernel/System/Config.pm line 161, <$In> chunk 1. utf8 "\xFC" does not map to Unicode at /var/www/some_dir/otrs-2.4.2/Kernel/System/Config.pm line 161, <$In> chunk 1. ... a lot more lines skipped .... Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xf6) in subroutine entry at /usr/lib/perl5/5.8.8/i686-linux-thread-multi/Data/Dumper.pm line 179. *** glibc detected *** /usr/bin/perl: munmap_chunk(): invalid pointer: 0x099ae250 *** ======= Backtrace: ========= /lib/libc.so.6[0xd566d0] /usr/bin/perl(Perl_safesysfree+0x21)[0x80b5ed1] /usr/bin/perl[0x80be3a2] /usr/bin/perl(Perl_hv_free_ent+0x65)[0x80be755] /usr/bin/perl[0x80be8d8] /usr/bin/perl(Perl_hv_undef+0x34)[0x80c0854] /usr/bin/perl(Perl_sv_clear+0x5a4)[0x80d2d94] /usr/bin/perl(Perl_sv_free+0x83)[0x80d30e3] /usr/bin/perl(Perl_sv_clear+0x3b1)[0x80d2ba1] /usr/bin/perl(Perl_sv_free+0x83)[0x80d30e3] /usr/bin/perl(Perl_hv_free_ent+0x47)[0x80be737] /usr/bin/perl[0x80be8d8] /usr/bin/perl(Perl_hv_undef+0x34)[0x80c0854] /usr/bin/perl(Perl_sv_clear+0x5a4)[0x80d2d94] /usr/bin/perl(Perl_sv_free+0x83)[0x80d30e3] /usr/bin/perl(Perl_sv_clear+0x3b1)[0x80d2ba1] /usr/bin/perl(Perl_sv_free+0x83)[0x80d30e3] /usr/bin/perl(Perl_free_tmps+0x62)[0x80f37a2] /usr/bin/perl(Perl_pp_nextstate+0x54)[0x80c6184] /usr/bin/perl(Perl_runops_standard+0x29)[0x80c40d9] /usr/bin/perl(perl_run+0x12b)[0x8067a9b] /usr/bin/perl(main+0x13e)[0x8063bce] /lib/libc.so.6(__libc_start_main+0xdc)[0xd026fc] /usr/bin/perl[0x8063a01] ======= Memory map: ======== 00110000-00119000 r-xp 00000000 08:04 32866356 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/List/Util/Util.so 00119000-0011a000 r--p 00008000 08:04 32866356 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/List/Util/Util.so 0011a000-0011b000 rw-p 00009000 08:04 32866356 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/List/Util/Util.so 0011b000-00122000 r-xp 00000000 08:04 25788468 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Data/Dumper/Dumper.so 00122000-00123000 r--p 00006000 08:04 25788468 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Data/Dumper/Dumper.so 00123000-00124000 rw-p 00007000 08:04 25788468 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Data/Dumper/Dumper.so 00124000-00129000 r-xp 00000000 08:04 25953538 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/Sys/Syslog/Syslog.so 00129000-0012a000 r--p 00004000 08:04 25953538 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/Sys/Syslog/Syslog.so 0012a000-0012b000 rw-p 00005000 08:04 25953538 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/Sys/Syslog/Syslog.so 0012b000-0016c000 r-xp 00000000 08:04 22237305 /usr/lib/libssl.so.0.9.8 0016c000-0016d000 r--p 00040000 08:04 22237305 /usr/lib/libssl.so.0.9.8 0016d000-00170000 rw-p 00041000 08:04 22237305 /usr/lib/libssl.so.0.9.8 00170000-00179000 r-xp 00000000 08:04 27086098 /lib/libnss_files-2.9.so 00179000-0017a000 r--p 00008000 08:04 27086098 /lib/libnss_files-2.9.so 0017a000-0017b000 rw-p 00009000 08:04 27086098 /lib/libnss_files-2.9.so 00185000-00188000 r-xp 00000000 08:04 26067089 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Fcntl/Fcntl.so 00188000-00189000 r--p 00002000 08:04 26067089 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Fcntl/Fcntl.so 00189000-0018a000 rw-p 00003000 08:04 26067089 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Fcntl/Fcntl.so 0018a000-00194000 r-xp 00000000 08:04 22237920 /usr/lib/gcc/i686-pc-linux-gnu/4.1.2/libgcc_s.so.1 00194000-00195000 r--p 00009000 08:04 22237920 /usr/lib/gcc/i686-pc-linux-gnu/4.1.2/libgcc_s.so.1 00195000-00196000 rw-p 0000a000 08:04 22237920 /usr/lib/gcc/i686-pc-linux-gnu/4.1.2/libgcc_s.so.1 0022b000-0022d000 r-xp 00000000 08:04 27085641 /lib/libutil-2.9.so 0022d000-0022e000 r--p 00001000 08:04 27085641 /lib/libutil-2.9.so 0022e000-0022f000 rw-p 00002000 08:04 27085641 /lib/libutil-2.9.so 002f2000-002fa000 r-xp 00000000 08:04 25919509 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Encode/Encode.so 002fa000-002fb000 r--p 00007000 08:04 25919509 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Encode/Encode.so 002fb000-002fc000 rw-p 00008000 08:04 25919509 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Encode/Encode.so 002fc000-00416000 r-xp 00000000 08:04 23986217 /usr/lib/mysql/libmysqlclient.so.15.0.0 00416000-00418000 r--p 00119000 08:04 23986217 /usr/lib/mysql/libmysqlclient.so.15.0.0 00418000-00459000 rw-p 0011b000 08:04 23986217 /usr/lib/mysql/libmysqlclient.so.15.0.0 00459000-0045a000 rw-p 00459000 00:00 0 004b7000-004b8000 r-xp 004b7000 00:00 0 [vdso] 004d3000-004f7000 r-xp 00000000 08:04 27086030 /lib/libm-2.9.so 004f7000-004f8000 r--p 00023000 08:04 27086030 /lib/libm-2.9.so 004f8000-004f9000 rw-p 00024000 08:04 27086030 /lib/libm-2.9.so 004f9000-004fc000 r-xp 00000000 08:04 25886750 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Digest/MD5/MD5.so 004fc000-004fd000 r--p 00002000 08:04 25886750 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Digest/MD5/MD5.so 004fd000-004fe000 rw-p 00003000 08:04 25886750 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Digest/MD5/MD5.so 00521000-00526000 r-xp 00000000 08:04 26427421 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Socket/Socket.so 00526000-00527000 r--p 00004000 08:04 26427421 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Socket/Socket.so 00527000-00528000 rw-p 00005000 08:04 26427421 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Socket/Socket.so 00569000-0056d000 r-xp 00000000 08:04 26099737 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/File/Glob/Glob.so 0056d000-0056e000 r--p 00003000 08:04 26099737 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/File/Glob/Glob.so 0056e000-0056f000 rw-p 00004000 08:04 26099737 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/File/Glob/Glob.so 00582000-00595000 r-xp 00000000 08:04 27085976 /lib/libnsl-2.9.so 00595000-00596000 r--p 00012000 08:04 27085976 /lib/libnsl-2.9.so 00596000-00597000 rw-p 00013000 08:04 27085976 /lib/libnsl-2.9.so 00597000-00599000 rw-p 00597000 00:00 0 005c3000-005cc000 r-xp 00000000 08:04 27085967 /lib/libcrypt-2.9.so 005cc000-005cd000 r--p 00008000 08:04 27085967 /lib/libcrypt-2.9.so 005cd000-005ce000 rw-p 00009000 08:04 27085967 /lib/libcrypt-2.9.so 005ce000-005f5000 rw-p 005ce000 00:00 0 00639000-0064d000 r-xp 00000000 08:04 27085457 /lib/libpthread-2.9.so 0064d000-0064e000 r--p 00013000 08:04 27085457 /lib/libpthread-2.9.so 0064e000-0064f000 rw-p 00014000 08:04 27085457 /lib/libpthread-2.9.so 0064f000-00651000 rw-p 0064f000 00:00 0 00698000-0069c000 r-xp 00000000 08:04 26230808 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/IPC/SysV/SysV.so 0069c000-0069d000 r--p 00003000 08:04 26230808 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/IPC/SysV/SysV.so 0069d000-0069e000 rw-p 00004000 08:04 26230808 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/IPC/SysV/SysV.so 006d9000-006db000 r-xp 00000000 08:04 27085983 /lib/libdl-2.9.so 006db000-006dc000 r--p 00001000 08:04 27085983 /lib/libdl-2.9.so 006dc000-006dd000 rw-p 00002000 08:04 27085983 /lib/libdl-2.9.so 006dd000-0080f000 r-xp 00000000 08:04 22237097 /usr/lib/libcrypto.so.0.9.8 0080f000-00817000 r--p 00132000 08:04 22237097 /usr/lib/libcrypto.so.0.9.8 00817000-00825000 rw-p 0013a000 08:04 22237097 /usr/lib/libcrypto.so.0.9.8 00825000-00828000 rw-p 00825000 00:00 0 00895000-008a6000 r-xp 00000000 08:04 21352870 /lib/libz.so.1.2.3 008a6000-008a7000 rw-p 00010000 08:04 21352870 /lib/libz.so.1.2.3 008bf000-008dc000 r-xp 00000000 08:04 32374849 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/DBI/DBI.so 008dc000-008dd000 r--p 0001c000 08:04 32374849 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/DBI/DBI.so 008dd000-008de000 rw-p 0001d000 08:04 32374849 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/DBI/DBI.so 008fd000-0090f000 r-xp 00000000 08:04 33292540 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/Storable/Storable.so 0090f000-00910000 r--p 00011000 08:04 33292540 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/Storable/Storable.so 00910000-00911000 rw-p 00012000 08:04 33292540 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/Storable/Storable.so 0091b000-0091f000 r-xp 00000000 08:04 26198038 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/IO/IO.so 0091f000-00920000 r--p 00003000 08:04 26198038 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/IO/IO.so 00920000-00921000 rw-p 00004000 08:04 26198038 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/IO/IO.so 00a83000-00a9f000 r-xp 00000000 08:04 27086123 /lib/ld-2.9.so 00a9f000-00aa0000 r--p 0001b000 08:04 27086123 /lib/ld-2.9.so 00aa0000-00aa1000 rw-p 0001c000 08:04 27086123 /lib/ld-2.9.so 00c9f000-00cbc000 r-xp 00000000 08:04 32358450 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/DBD/mysql/mysql.so 00cbc000-00cbe000 r--p 0001c000 08:04 32358450 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/DBD/mysql/mysql.so 00cbe000-00cbf000 rw-p 0001e000 08:04 32358450 /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi/auto/DBD/mysql/mysql.so 00cec000-00e23000 r-xp 00000000 08:04 27085970 /lib/libc-2.9.so 00e23000-00e25000 r--p 00137000 08:04 27085970 /lib/libc-2.9.so 00e25000-00e26000 rw-p 00139000 08:04 27085970 /lib/libc-2.9.so 00e26000-00e29000 rw-p 00e26000 00:00 0 00e5d000-00e5f000 r-xp 00000000 08:04 25739299 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Cwd/Cwd.so 00e5f000-00e60000 r--p 00001000 08:04 25739299 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Cwd/Cwd.so 00e60000-00e61000 rw-p 00002000 08:04 25739299 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/Cwd/Cwd.so 00ead000-00ec8000 r-xp 00000000 08:04 26329109 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/POSIX/POSIX.so 00ec8000-00ec9000 r--p 0001a000 08:04 26329109 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/POSIX/POSIX.so 00ec9000-00eca000 rw-p 0001b000 08:04 26329109 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/POSIX/POSIX.so 00f92000-00f95000 r-xp 00000000 08:04 26296356 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/MIME/Base64/Base64.so 00f95000-00f96000 r--p 00002000 08:04 26296356 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/MIME/Base64/Base64.so 00f96000-00f97000 rw-p 00003000 08:04 26296356 /usr/lib/perl5/5.8.8/i686-linux-thread-multi/auto/MIME/Base64/Base64.so 08048000-08159000 r-xp 00000000 08:04 21497969 /usr/bin/perl5.8.8 08159000-0815a000 r--p 00110000 08:04 21497969 /usr/bin/perl5.8.8 0815a000-0815e000 rw-p 00111000 08:04 21497969 /usr/bin/perl5.8.8 0815e000-08160000 rw-p 0815e000 00:00 0 082f1000-09b9d000 rw-p 082f1000 00:00 0 [heap] b7b76000-b7c96000 rw-p b7dae000 00:00 0 b7c96000-b7d0a000 rw-p b7e92000 00:00 0 b7d0a000-b7e2a000 rw-p b7d0a000 00:00 0 b7e52000-b7ec6000 rw-p b7e52000 00:00 0 b7ed2000-b7f14000 rw-p b7ed2000 00:00 0 b7f14000-b7f68000 r--p 00000000 08:04 22235621 /usr/lib/locale/locale-archive b7f68000-b7f6b000 rw-p b7f68000 00:00 0 bfeb9000-bfece000 rw-p bffe9000 00:00 0 [stack] Aborted I wonder what could be wrong.... Regards, Anton.

1 0

Are procmail and fetchmail mandatory?
by Mohamed-Amine Kadimi 30 Jul '09

30 Jul '09

Hi, I'm setting up an OTRS installation from source on a minimal Debian; No mail server is installed and procmail and fetchmail packages are not installed too. My OTRS is working perfectly right now with an SMTP relay to send emails. However, I noticed when running the SetPermissions.sh script that it exits with an error related to .procmailrc or .fetchmailrc not found. Thus, I'd like to know if I'll have any problem if I don't install procmail and fetchmail packages. And what would be their utility since my OTRS can send and receive emails without them? Thanks in advance Mohamed Amine Kadimi http://www.casafire.com _________________________________________________________________ Show them the way! Add maps and directions to your party invites. http://www.microsoft.com/windows/windowslive/products/events.aspx

2 4

Uninstall without deleting existing MYSQLdb
by Morten Steensgaard 30 Jul '09

30 Jul '09

Hi All, As a consequence of not being able to fix the problems with msvcrt.dll I have decided to uninstall OTRS from the WIndows 2003 server. But... I'm afraid that the uninstallapplication will affect the existing mysqlinstallation - so I have a aquestion: Will a uninstall of OTRS also remove the MYsql-server - if the MYsql-server existed when OTRS was installed ? Kind regards Morten

3 2

About migration process from 2.3.4 to 2.4.2
by Aquiles Cohen 30 Jul '09

30 Jul '09

Hi, i'm running on production system OTRS 2.3.4 and ITSM modules 1.2.3 I want to make and upgrade to OTRS 2.4.2 with *ITSM 1.3.1* modules for this process i was reading the documentation and looking on the list but i have some question. My system is running on ubuntu with *tar *installation on UPGRADING file on un compresed otrs 2.4.2 directory says --------------------- *) If possible try this install on a separate machine, althoug I had always only production machines to upgrade *) Install the new release (tar or RPM) . . .and the last item is *) Log in as 'root@localhost' and select Admin -> SysConfig to make sure that OTRS updates the configuration files. ----------------- 1. i'm making the backup and trying this on test machine on linux 2. when says *) Install the new release (tar or RPM) is about untar the otrs-2.4.2.tar.gz on actual 2.3.4 directory??? i need to overwrite the installation? 3. the last item says that i need to log in as root@localhost. Why? the Config.pm file is overwrited? my agents are stored on MSAD. What files i need to restore from old installation? Thanks in advance. Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

1 0

Problem with authentication on otrs 2.4.2
by Aquiles Cohen 30 Jul '09

30 Jul '09

Hi, i'd tried two clean installation using otrs 2.4.2 for windows and it seems has a problem with the default setup. otrs@localhost and password otrs is not working. Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

2 2

FRENCH Language File for FAQ
by Jonathan Peyrot 30 Jul '09

30 Jul '09

Hello, In first, thank you "OTRS Team" for this very good software that my company use since 4 years. I have created a file "fr_FAQ.pm" for the FAQ module but when I put this file in the language folder, I get an error line 151 in the file Language.pm. Anybody knows how I can put this file correctly in OTRS (2.4) to get a french translation of the FAQ module ? Thanks a lot, Sincerely, Jonathan

2 2