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Admin Notification Error
by Gerardo Pivotto - sistemas 03 Jul '09

03 Jul '09

I got an error while trying to send a Admin notification. During my implementation testings i did not have this problem at all. First, I introduce mi Implementation structure. I got an OTRS 2.2.4, running on a Ubuntu 8.04 Server, the ubuntu server is hosted at a VMware Server virtual machine(testing enviroment was an ubuntu server 9.04, in an vmx runing on VMware player). I sudo aptitude the precompiled aplication with this command: "sudo aptitude install -with--recommends". I tryed all otrs modules and did not found any problem. But later I configure admin mail acount and smtp address(I got an mail server so i decided to use it smtp service rather than configurin another method to send the notification. For testing after the error apears, I reestart cron services(I guess that it is the guilty in this case) then I modprobe and lsmod looking for it and I didnot found nothing on them. Here is the error resulting of sending an Admin Notification: " Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Jul 2 16:24:39 2009 Message: Can't use from: gpivotto(a)sep.org.ar! Enable debug for more info! Traceback (4699): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 87 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::Modules::AdminEmail::Run (v1.25) Line: 107 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 " I really dont understand much of linux managing, but as OTRS is GPL license, I decided to use an GPL licese base software. First of all, I just have to apologies because of my bad use of the English language. Then after the formal thing i just want to say thanks from now to the time you people waste trying to help me. See you next time, Gerardo Pivotto Country: Argentina City: Cordoba Primary Language: Spanish. Secondary Language: English. Little bit of Portugues and French.

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Agent Notification for new tickets?
by Katta, Lokesh Katta Subramanyam 03 Jul '09

03 Jul '09

Hi All, I am not getting any agent notification on new ticket creation. How can I configure it? Also I would like to know if I can create new notifications for customer. Currently we have only three notifications for customer. Owner,Status,Move. Thanks Lokesh

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A few questions on otrs' capabilities.
by Mauricio Tavares 03 Jul '09

03 Jul '09

I want to install a trouble ticket manager program here but have a few questions I would appreciate some feedback: o Is there a way for the customer to keep track of a ticket through email? o Does otrs have to be on the same machine as the mail server that handles its messages or, say, it can check and download them like a normal user would? If so, what would happen if the link is severed? o If a help desk person wants to reply to customer, must she use the web interface to send a reply or can she user her normal mail client and her reply will (through cc: or whatever) be added to the ticket?

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Dynamic fields in the Agent New Ticket?
by Chris Zimmerman 02 Jul '09

02 Jul '09

OTRS 2.3.4 on SLES10. I would like to know if there is a way to have freetext fields be hidden/shown depending on the queue selected by the Agent. I added some fields for tickets bound for a specific queue that have no use for the other queues. Thanks! Chris Zimmerman

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OTRS Reporting
by Rabindra Pandey 02 Jul '09

02 Jul '09

Hi, I am fairly new to otrs world. I want to create a report of all tickets that have been untouched for last 3 days. Untouched is defined as a ticket which have no activity during last 3 days. Any mail sent from OTRS by system is not accounted as activity. I want create report by writing mysql script and my otrs version is 1.2.3 Any help or guidance will be greatly appreciated. Thanks

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Reg: Adding new link in Customer screen to approve tickets.
by Katta, Lokesh Katta Subramanyam 01 Jul '09

01 Jul '09

Hi All, Just like CompanyTickets in the Customer Screen, I want to develop a new screen called Approval tickets that would list all the tickets that would require an authorized approval. This links should list all the tickets that are to be approved by an authorized person(Manager). So Just like follow-up. When the manager clicks the link on the ticket, it should allow him to approve/reject a ticket. If someone has done this, please let me know how to achieve this? Any help is greatly appreciated. Thanks, Lokesh

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Reg: Approval workflows
by Katta, Lokesh Katta Subramanyam 01 Jul '09

01 Jul '09

Hi All, Has anyone of you configured approval workflows? Like we require approvals for some specific requests like software installation, new hardware etc. Is there a way we configure it in OTRS so that whenever a ticket is raised for some special request there is an approval workflow, where the ProjectManager approves the ticket and later the IT department addresses the ticket. Please help. Any kind of help is greatly appreciated. Best Regards, Lokesh K S

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Magic re-opening of tickets
by ivan anyukov 01 Jul '09

01 Jul '09

Hello, we're using OTRS 2.0.4 and have a problem with some tickets, that re-appear regularly: The history of the tickets looks like this: NewTicket New Ticket [10812736226] created (Q=Foo;P=3 normal;S=new). - root (Admin OTRS) 06/08/2009 22:25:14 CustomerUpdate Updated: CustomerID=foo(a)yahoo.jp ;CustomerUser=foo(a)yahoo.jp; - root (Admin OTRS) 06/08/2009 22:25:14 EmailCustomer Added email. x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> root (Admin OTRS) 06/08/2009 22:25:14 OwnerUpdate New owner is "fnord" (ID=32). - fnord (VioC) 06/09/2009 16:59:26 Lock Locked ticket. - fnord (VioC) 06/09/2009 16:59:26 Misc Reset of unlock time. - fnord (VioC) 06/09/2009 16:59:26 SendAnswer Email sent to "foo(a)yahoo.jp, ,". x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> fnord (VioC) 06/09/2009 16:59:37 StateUpdate Old: "new" New: "closed successful" x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> fnord (VioC) 06/09/2009 16:59:37 Unlock Unlocked ticket. - fnord (VioC) 06/09/2009 16:59:37 StateUpdate Old: "closed successful" New: "open" - root (Admin OTRS) 06/16/2009 12:45:18 Misc Reset of escalation time. - root (Admin OTRS) 06/16/2009 12:45:18 Move Ticket moved into Queue "Support" (6) from Queue "Bon" (13). - root (Admin OTRS) 06/16/2009 12:45:18 Move Ticket moved into Queue "Support::Spa" (14) from Queue "Support" (6). - abk (A) 06/16/2009 17:40:16 Lock Locked ticket. - fnord (VioC) 06/16/2009 17:50:03 Misc Reset of unlock time. - fnord (VioC) 06/16/2009 17:50:03 AddNote Added note (Close) x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> fnord (VioC) 06/16/2009 17:50:06 StateUpdate Old: "open" New: "closed successful" x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737…> fnord (VioC) 06/16/2009 17:50:06 Unlock Unlocked ticket. - fnord (VioC) 06/16/2009 17:50:06 StateUpdate Old: "closed successful" New: "open" - root (Admin OTRS) 06/17/2009 01:10:42 Misc Reset of escalation time. - root (Admin OTRS) 06/17/2009 01:10:43 Move Ticket moved into Queue "Support" (6) from Queue "Support::Spa" (14). - root (Admin OTRS) 06/17/2009 01:10:43 The interesting thing is happening at 1:10 at night: all tickets that re-appear have a reset of escalation time very probably because of some cronjob or something like that. Does anybody know how to fix that bug? Thanks in advance Ivan

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How to activate Customer Serach module from Tiket Interface
by Marchesi Mario 30 Jun '09

30 Jun '09

Hi, please can help me to understand how to grant the feature "Customer Search" from Ticket interface, when I try to activate this feature from a generic OTRS users I receive the following error message: [ OTRS <http://138.132.90.117/otrs/index.pl?> ] Mar 30 Giu 2009 17:57:44 Autorizzazione negata! Messaggio: No Permission to use this frontend module! Indietro <http://138.132.90.117/otrs/index.pl?> <http://138.132.90.117/otrs/index.pl#top> I'm not able to find the right property to activate this feature Thank you in advance for your help Regards Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

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database errors
by Fernando 30 Jun '09

30 Jun '09

I'm getting database errors very often while getting tickets on OTRS (more than 10%), but I don't have similar problems with other application on the same server (although OTRS is the only one running perl) my database status is like: article - 470,666 records - 375 MBs article_plain - 331,985 records - 607 MBs ticket - 189,164 records - 44 MBs ticket_history - 2,309,490 records - 300 MBs I only create tickets piping to PostMaster.pl and I currently use OTRS 2.0.1 (you don't need to read the next parentheses for diagnose :)) (I wish I could update more frequently, but I have a LOT of customizations that leaves me with a hard job when upgrading... so I only upgrade it when I think I need some new feature really bad and it doesn't worth to implement it myself security issues aren't really a concern for me because I don't allow users to login to OTRS, only agents (I only need users to get their answers by E-mail) so I'm only in danger if there're some bug in a script that can be accessed without login) anyway, do you believe this is a MySQL problem caused by something else then OTRS? and can anyone suggest a solution? I know it's probably a DBI, not OTRS, "bug", but had someone already implemented something to mitigate it? or used something else then DBI? thanks, Fernando PS: DB.pm line 432 = @FetchrowArray ... my @Row = $Self->{Curser}->fetchrow_array(); line 395 = @Prepare() ... if (!$Self->{Curser}->execute()) -----/----- DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT value0, queue_id FROM system_address WHERE valid_id in ( 1 )' Traceback (27458): Module: Kernel::System::DB::GetTableData (v1.44) Line: 601 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 46 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432, <STDIN> line 17. DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT id FROM queue WHERE name = 'Raw'' Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 443 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 88 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Found no $QueueID for Raw! Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 88 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT name FROM queue WHERE id = 1' Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 443 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 62 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Found no $Queue for 1! Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 62 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395, <STDIN> line 17. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT login , first_name, last_name, email FROM customer_user WHERE LOWER(email) LIKE LOWER('contact(a)MMM.com') AND valid_id in ( 1 ) LIMIT 250' Traceback (27458): Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.36) Line: 183 Module: Kernel::System::CustomerUser::CustomerSearch (v1.21) Line: 87 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 114 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432, <STDIN> line 17. DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT id FROM ticket WHERE tn = '2009062910001201' ' Traceback (27458): Module: Kernel::System::Ticket::TicketCheckNumber (v1.181) Line: 248 Module: Kernel::System::Ticket::CheckTicketNr (v1.181) Line: 232 Module: Kernel::System::Ticket::Number::DateChecksum::CreateTicketNr (v1.13) Line: 116 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 158 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432. DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT name FROM queue WHERE id = 1' Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 443 Module: Kernel::System::Ticket::TicketCreate (v1.181) Line: 307 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 432. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Found no $Queue for 1! Traceback (27458): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::Ticket::TicketCreate (v1.181) Line: 307 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /home/XXX/domains/XXXYYY.com/public_html/otrs/Kernel/System/DB.pm line 395. ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: MySQL server has gone away, SQL: 'SELECT ts.id, ts.name, ts.valid_id, ts.comments, ts.type_id, tst.name FROM ticket_state ts, ticket_state_type tst WHERE ts.type_id = tst.id AND ts.name = 'new'' Traceback (27458): Module: Kernel::System::State::StateGet (v1.8) Line: 106 Module: Kernel::System::Ticket::TicketCreate (v1.181) Line: 319 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: No StateID for 'new'!!! Traceback (27458): Module: Kernel::System::Ticket::TicketCreate (v1.181) Line: 327 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Need TicketID! Traceback (27458): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.90) Line: 84 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Need TicketID! Traceback (27458): Module: Kernel::System::Ticket::StateSet (v1.181) Line: 2475 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85 ERROR: OTRS-PM-10 Perl: 5.8.8 OS: freebsd Time: Mon Jun 29 21:45:10 2009 Message: Can't process email with MessageID <<E1MLRSg-00078n-7G(a)TTT.ZZZ.com>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (27458): Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: (eval) (v1.19) Line: 111 Module: /home/XXX/public_html/otrs/bin/PostMaster.pl (v1.19) Line: 85

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