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Force uninstall of OTRSApplianceManagement package?
by Lance Cotton 30 Oct '15

30 Oct '15

I had begun with OTRS4 Appliance, but it seemed to have been abandoned. So I manually installed updates from Source. I have now upgraded to OTRS 5.0.1 and the OTRSApplianceManagement package complains that it's not for Framework 5. However, there is no updated package for framework 5 and I cannot uninstall it. Is there a way to manually uninstall (I did try the --force option on otrs.Console.pl Admin::Package::Uninstall ... ) -Lance Cotton

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problems attaching files after upgrade to 5
by Marco Cintolesi - Sysmic srl 30 Oct '15

30 Oct '15

Hi, today we upgraded our installation to 5, everything goes smooth but now we can't attach files (not in notes or replies) the error we see when we try to upload the file is: [error] Apache2::RequestIO::read: (104) Connection reset by peer at /opt/otrs/Kernel/cpan-lib/CGI.pm line 1108 we noted also that with very small uploads (a few Kbytes) it works before upgrade (version 4) we never had any problem with attachments. Please help ! Thanks Marco

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Re: [otrs] problems attaching files after upgrade to 5
by Daniel Litzbach 30 Oct '15

30 Oct '15

Hi there, OTRS 5 is still in BETA. My recommendation is to not use it in a productive environment. Can you find anything in the logs? You might also try another client or capture with wireshark. If nothing helps you maybe should consider downgrading. Von meinem Samsung Galaxy Smartphone gesendet. -------- Ursprüngliche Nachricht -------- Von: Marco Cintolesi - Sysmic srl <marco.cintolesi(a)sysmic.it> Datum: 29.10.2015 23:27 (GMT+01:00) An: otrs(a)otrs.org Betreff: [otrs] problems attaching files after upgrade to 5 Hi, today we upgraded our installation to 5, everything goes smooth but now we can't attach files (not in notes or replies) the error we see when we try to upload the file is: [error] Apache2::RequestIO::read: (104) Connection reset by peer at /opt/otrs/Kernel/cpan-lib/CGI.pm line 1108 we noted also that with very small uploads (a few Kbytes) it works before upgrade (version 4) we never had any problem with attachments. Please help ! Thanks Marco --------------------------------------------------------------------- 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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email permissions
by Robert Recchia 28 Oct '15

28 Oct '15

We have 3 queues in OTRS and each queue is set with its own System Address. so for example product #1 queue all emails back and forth are sent by product1(a)company.com product #2 queue all emails back and forth are sent by product2(a)company.com We want to use otrs with Microsoft Exchange and in the Admin section under The Framework:Core:Sendmail we had the exchange settings and the AuthUser and Password which works. For the Exchange AuthUser and Password I use the SMTP exchange credentials for product1(a)company.com Problem is when someone uses product2(a)company.com to respond to users opening tickets in queue 2 they cant we are getting the error Can't use from 'product1(a)company.com' : 5505.7.1 Client does not have permissions to send as this sender i guess that basically means we cant use product1(a)company.com to respond to a queue product2 that has a system address of product2. Does that make sense to everyone. And is there a easy way around this. I do not think creating a generic ms exchange account that is just used for exchange authentication would help or am I wrong. Robert Recchia

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POP3S Authentication with Apple OpenDirectory
by Soragan Ong 27 Oct '15

27 Oct '15

Hi All, We have a mail server running on latest OS X. It does not accept plain text authentication. I have been trying to configure POP3S on OTRS 4 & 5 without success. The OS X Server keep receiving PLAIN method request from OTRS. Perl module Net::POP3S and DIGEST::MD5 are installed. The server is running CentOS7. Below is the error message returned by OTRS. Backend ERROR: OTRS-CGI-10 Perl: 5.16.3 OS: linux Time: Tue Oct 27 12:49:09 2015 Message: POP3S: Auth for user xxxxuser/xxxxxxhost failed! RemoteAddress: x.x.x.x RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=1;ChallengeToken=xxxrandomtokenxxxx; Traceback (2170): Module: Kernel::System::MailAccount::POP3::Fetch Line: 144 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::Modules::AdminMailAccount::Run Line: 54 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 Is there any extra configuration that i need to do other than choosing POP3S in the dropdown list when adding POP account? Best Regards Soragan

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Cannot Fetch/Send E-Mail
by Andrea Iannucci 27 Oct '15

27 Oct '15

Hi guys, i've updated our old OTRS 3.0.3 to the newest OTRS 5. DB Update went smoothly but now appanretly the new e-mail are not fetched, at this moment i've the old OTRS 3 istance working in parallel mode with OTRS 5 (two different servers using IMAP to fetch emails). The old one is fetching (and sending) e-mails correctly, the new one is not. I've checked the logs and i cannot see errors but if i try to send an e-mail using: cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl I got: ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: otrs.PostMaster.pl is deprecated, please use console command 'Maint::PostMaster::Read' instead. Traceback (14454): Module: ./otrs.PostMaster.pl Line: 68 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No Priority for 3 normal found! Traceback (14454): Module: Kernel::System::Priority::PriorityLookup Line: 351 Module: Kernel::System::Ticket::TicketCreate Line: 386 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No PriorityID (invalid Priority Name?)! Traceback (14454): Module: Kernel::System::Ticket::TicketCreate Line: 397 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: Can't process mail, see log! Traceback (14454): Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 103 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 So i think for sure OTRS is not able to send-out emails, am i right? Any hint? Thanks

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Ticket notification emails suddenly in a different language?
by Alex 27 Oct '15

27 Oct '15

Hi Guys, Since upgrading to version 5, I am receiving notifications in german? This used to be english! How to change this??? It just seems to be the notifications that have defaulted to the wrong language. Thanks Alex

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URGENT: problem after upgrade from 4.x to 5.x
by Alex 27 Oct '15

27 Oct '15

Hi Guys, Performed an upgrade of OTRS from ver 4 to 5 using the manual method (source tarballs). No errors or warnings encountered at all during the upgrade steps. I can log into the system fine, however when I go to look at any queue: Backend ERROR: OTRS-CGI-10 Perl: 5.20.2 OS: linux Time: Tue Oct 27 10:31:12 2015 Message: Module Kernel/Output/HTML/TicketMenuLock.pm not in @INC (/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/x86_64-linux-gnu/perl/5.20.2 /usr/local/share/perl/5.20.2 /usr/lib/x86_64-linux-gnu/perl5/5.20 /usr/share/perl5 /usr/lib/x86_64-linux- gnu/perl/5.20 /usr/share/perl/5.20 /usr/local/lib/site_perl . /etc/apache2) RemoteAddress: 59.167.252.230 RequestURI: /index.pl?Action=AgentTicketQueue;OTRSAgentInterface=5MIZsAktlkLiEYG5yEiRY2dL3f2t Bq38 Traceback (11715): Module: Kernel::Output::HTML::TicketOverview::Small::Run Line: 498 Module: Kernel::Output::HTML::Layout::Ticket::TicketListShow Line: 1121 Module: Kernel::Modules::AgentTicketQueue::Run Line: 462 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 In version 4.x there was indeed a file at /opt/otrs/Kernel/Output/HTML/TicketMenuLock.pm In version 5, the contents of the Kernel/Output/HTML folder are very different. The only references I can find to *TicketMenuLock is in /opt/otrs/Config/Files/ZZZAuto.pm* *Grep reveals:* Config/Files/ZZZAuto.pm:131: 'Module' => 'Kernel::Output::HTML::TicketMenuLock', Config/Files/ZZZAuto.pm:209: 'Module' => 'Kernel::Output::HTML::TicketMenuLock', Whats the deal with this? Is it something that is no longer used? That I need to remove? What do I need to do to fix this? Cheers, Alex.

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Cannot Fetch/Send E-Mail
by Andrea Iannucci 26 Oct '15

26 Oct '15

Hi guys, i've updated our old OTRS 3.0.3 to the newest OTRS 5. DB Update went smoothly but now appanretly the new e-mail are not fetched, at this moment i've the old OTRS 3 istance working in parallel mode with OTRS 5 (two different servers using IMAP to fetch emails). The old one is fetching (and sending) e-mails correctly, the new one is not. I've checked the logs and i cannot see errors but if i try to send an e-mail using: cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl I got: ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: otrs.PostMaster.pl is deprecated, please use console command 'Maint::PostMaster::Read' instead. Traceback (14454): Module: ./otrs.PostMaster.pl Line: 68 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No Priority for 3 normal found! Traceback (14454): Module: Kernel::System::Priority::PriorityLookup Line: 351 Module: Kernel::System::Ticket::TicketCreate Line: 386 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No PriorityID (invalid Priority Name?)! Traceback (14454): Module: Kernel::System::Ticket::TicketCreate Line: 397 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: Can't process mail, see log! Traceback (14454): Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 103 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 So i think for sure OTRS is not able to send-out emails, am i right? Any hint? Thanks -- Andrea Iannucci ---------------------- Systems Administrator ---------------------- ---------------------------------------------------------------------------------------- (w) www.firstclarity.com (e) andrea.iannucci(a)firstclarity.com (t) +44 (0) 207 199 1500 ---------------------------------------------------------------------------------------- Please consider our enviromental responsabilità before printing this E-Mail. Thank you. ---------------------------------------------------------------------------------------- This email and any files transmitted with it are confidential, and may be subject to legal privilege, and are intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error or think you may have done so, you may not peruse, use, disseminate, distribute or copy this message. Please notify the sender immediately and delete the original e-mail from your system. The views or opinions expressed are the author's own and may not reflect the views or opinions of First*Clarity. First Clarity Limited (05870648) is registered in England and Wales at 1st Floor, Lion House, 72-75Red Lion Street, London, UK, WC1R 4NA. ----------------------------------------------------------------------------------------

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Issues when attempting to upgrade between OTRS 4.0 and 5.0
by Stanford, Philip N. 22 Oct '15

22 Oct '15

Hi I had a working OTRS 4 test system, minimally configured, built on Centos 6.7 The system included OTRS::ITSM and packages such as FAQ, Master-Slave etc. I thought I would upgrade that to the released version of OTRS 5. I followed the procedure in http://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html for upgrading using the RPM, and didn't note any errors. Apache starts OK, and can display the basic 'unconfigured' web page at the bare domain address. If I go to http://myhost.mydomain/otrs/index.pl although I initially get the login page, once I authenticate, there's then a pause and I then get 'Internal Server Error' on the web page and errors such as these in the Apache error log: [Wed Oct 21 13:27:31 2015] [error] [client x.x.x.x] Directory index forbidden by Options directive: /var/www/html/ [Wed Oct 21 13:28:56 2015] [error] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentMasterSlavePrepareTicket.pm line 31.\n If I go to http://myhost.mydomain/otrs/customer.pl, similarly, I get the initial customer login page, but then the same 'Internal Server Error' , followed by this error in the Apache log: [Wed Oct 21 14:01:09 2015] [error] [Wed Oct 21 14:01:09 2015] -e: Got no ConfigObject! at /opt/otrs//Kernel/Output/HTML/CustomerHeaderMetaFAQSearch.pm line 24.\n I've tried stopping Apache, rebuilding the OTRS config and flushing the cache (as 'otrs' userid not root, as advised in the installation instructions) but it doesn't make any difference. After the first occurrence, I don't get the login box again, just the 'internal server error' on the web page. There's no errors in /var/log/messages. Normally when upgrading between versions (major or minor) the 'base' OTRS upgrade works fine, and I do the OTRS::ITSM, FAQ etc packages via the Package Manager. I should add that I've tried using IE10 on a PC and current versions of Chrome and Safari on a Mac so the issue isn't related to browser. Any thoughts would be appreciated. Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

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