- otrs - OTRS mailing lists

Escalation during working hours/ differing prioritys
by Victor Penso 17 Jun '03

17 Jun '03

As I understand it, OTRS do not respect the working hours from a company. In our case, we answer tickets only on business days. Is there a way to limit the escalation process? Every queue can be configure with an escalation time. Is priority depending escalation possible? Thank you for your help Vic

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Use Auth LDAP with Exchange server
by remi.seguy＠laposte.net 17 Jun '03

17 Jun '03

Hello, I try to use LDAP Auth for agent I check the perl modules : everything seems ok (Net::ldap is ok) in Config.pm I put the 4 lines with parameters $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '@IPldapserver'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; 1/ I create an agent in the OTRS base. When I try to log through the LDAP auth I 've got this message User: remi.seguy login failed: 'Invalid credentials' (REMOTE_ADDR: mypc). In the ldap properties of my entry in the ldap server, I haven't found any information Pwd (it's an Exchange Server 5.x) and authentification relies on the Windows Dommain Account associated with the email box. Have yo any idea ? Rémi Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)"

2 1

One more about Stats
by Alex Mihicinac 17 Jun '03

17 Jun '03

Hi all, In ticket history i see this: SendAnswer Bounced email to 'bla(a)bla.com'. Is this correct? Because in stats the SendAnswer and Bounce are two different things -> right now i don't see any bounce on my graph (they should be on the graph), only SendAnswers? With regards, Alex

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SendNotification.pm bug ??
by Alex Zheng 16 Jun '03

16 Jun '03

Object here is to notify Manager when ticket closed. In /opt/otrs/Kernel/config.pm: (custom code) $Self->{NotificationAlwaysCcStateUpdate} = 'IT-manager(a)mycompany.com'; In /opt/otrs/Kernel/System/Ticket/SendNotification.pm: (out-of-box code) if (!$Param{To} && !$Self->{ConfigObject}->Get("NotificationAlwaysCc$Param{Type}")) { return; } else { $Param{To} = $Param{To}.$Self->{ConfigObject}->Get("NotificationAlwaysCc$Param{Type}"); } What ended up happening is that: final delivery address for state update notification becomes: abc@mycompany.comIT-manager@mycompany.com Notice that there is no comma in between two addresses. getting invalid email routing address error. Do you need to modify SendNotification.pm? Or else, where do ',' getting added between email addresses?

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RFC822 Error
by lmstone＠lmstone.com 16 Jun '03

16 Jun '03

When I compose an email reply to a new ticket, I get a red comment about an RFC822 error, and OTRS won't let me send the reply. Problem is, I don't see what isn't rfc822 compliant! All of the addresses use lower case domain names. I put a screen shot up here > http://bero.rnome.com/otrs.jpg What should I check? Thanks! Mark P.S. Using vanilla OTRS 1.1.2 on Suse 8.1, installed from rpms. _____________________________________________ A Message From... L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

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Deleting Queues
by Stefan Pampel 14 Jun '03

14 Jun '03

Hi, I successfully installed OTRS on Linux, and now i want to delete the default-queues and the ones i created for testing, but cant find a way to do that. Is it possible? (should.. ;) ) -Regards, Stefan

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Fwd: [Ticket#: 200306131010068] New ticket notification! (Returned mail: see [...])
by Alex Zheng 14 Jun '03

14 Jun '03

what could possibly go wrong? Basically everything works great, except I got complaints about invalid mail address. attached is my config.pm. IT-manager is always cc to address. gmorais is the new ticket owner. how can I turn debug on? >Date: Fri, 13 Jun 2003 16:40:01 -0700 >X-Authentication-Warning: helpdesk.monterey.k12.ca.us: otrs set sender to >help(a)monterey.k12.ca.us using -f >X-Mailer: MIME-tools 1.1 (Entity 1.1) >X-Loop: bulk >Subject: [Ticket#: 200306131010068] New ticket notification! (Returned > mail: see [...]) >To: azheng(a)monterey.k12.ca.us, IT-manager(a)monterey.k12.ca.us >From: MCOE Issue Tracking System <help(a)monterey.k12.ca.us> >Organization: MCOE > > >Hi, > >There is a new ticket in 'IT'! > >Mail Delivery Subsystem <MAILER-DAEMON(a)helpdesk.monterey.k12.ca.us> wrote: > > The original message was received at Fri, 13 Jun 2003 16:36:35 -0700 > > from wwwrun@localhost > > > > ----- The following addresses had permanent fatal errors ----- > > gmorais@monterey.k12.ca.usIT-manager@monterey.k12.ca.us > > > > ----- Transcript of session follows ----- > > 553 5.1.3 gmorais@monterey.k12.ca.usIT-manager@monterey.k12.ca.us... > Invalid route address > >http://helpdesk.monterey.k12.ca.us/otrs/index.pl?Action=AgentZoom&TicketID=… > >MCOE IT Issue Tracking System

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FW: PSIC Request System
by Covert, Jake 13 Jun '03

13 Jun '03

This sounds like a good idea... The choice to have the app remember who the customer with a neat little 'Remember Me' checkbox at the customer login screen. Any thoughts? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: david.a.white(a)gm.com [mailto:david.a.white@gm.com] Sent: Friday, June 13, 2003 8:47 AM To: jake.covert(a)eds.com How about adding cookies to remember the id and password?

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RE: [otrs] make the customer Phone information required
by Covert, Jake 13 Jun '03

13 Jun '03

I don't follow you.. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: viktor(a)hostventures.com [mailto:viktor@hostventures.com] Sent: Thursday, June 12, 2003 4:59 PM To: otrs(a)otrs.org Simply delete them from CVS repository (cvsroot) Quoting "Covert, Jake" <jake.covert(a)eds.com>: > I've successfully added the Phone information to the database (mysql) and > updated the CustomerCreateAccount.dtl to show the field, but doesn't appear > to be required for them to create an account. > > Do you know how I can make this required to create an account? > > Thanks for your time. > > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > (586) 986-9698 Work > (586) 518-3859 Pager > http://www.eds.com > ********************************* > > _______________________________________________ > 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 > _______________________________________________ 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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Win32: Admin Notification emails
by Covert, Jake 12 Jun '03

12 Jun '03

I've recently transferred my database to a windows systems and got the email working fine (thank you Sambar...), but I've noticed that my Admin Notification emails (follow-ups) appear to be coming from my old email address: <old user name>@<brand new host name> I've updated all the references to the old email that I can find. Does anyone know where this is set? Thanks ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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'c:\otrs\bin\cgi-bin\index.pl' script produced no output
by Justin MacLeod 11 Jun '03

11 Jun '03

'c:\otrs\bin\cgi-bin\index.pl' script produced no output This is the message I get after a Win 2000 install of OTRS, following all instructions and using Sambar 5.3. Any ideas?

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I'd like to see the entire message in Queueview
by Wes Plate 10 Jun '03

10 Jun '03

I have tried both "Standard" and "Lite" in my prefs for Queueview, and I don't like Lite because it shows none of the body of the message and I must Zoom to read it. But I don't like Standard either because it doesn't show the entire message, just the first part. So I still have to Zoom to read the entire customer message. I would like to see the entire message in Queueview. That would save the extra step of having to Zoom. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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RE: Customize Customer Front-End
by DTerrell＠Delphi-Tech.com 10 Jun '03

10 Jun '03

> Please ignore this, after all this time...I finally gave in and mailed the > list just two seconds later I found it! Go figure, I had to look like a > dumbass ;-) > > -----Original Message----- > From: David A. Terrell > Sent: Tuesday, June 10, 2003 10:47 AM > To: 'otrs(a)otrs.org' > Subject: Customize Customer Front-End > > If I've missed the doc somehow I appologize, but I've looked thru > what I could find and I'm not exactly sure how to make the Customer.pl > front-end look as I want it! All there is now is two red banners that say > 'Company Logo' and 'Company Name' etc. Any help appreciated. > > ________________________ > David A. Terrell > MIS Engineer > Delphi Technology, Inc. > Cambridge, MA 02139 > 617-494-8361 x2024 >

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Customize Customer Front-End
by DTerrell＠Delphi-Tech.com 10 Jun '03

10 Jun '03

If I've missed the doc somehow I appologize, but I've looked thru what I could find and I'm not exactly sure how to make the Customer.pl front-end look as I want it! All there is now is two red banners that say 'Company Logo' and 'Company Name' etc. Any help appreciated. ________________________ David A. Terrell MIS Engineer Delphi Technology, Inc. Cambridge, MA 02139 617-494-8361 x2024

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Select stat to view
by M�ns �man 09 Jun '03

09 Jun '03

Hi, Is it possible to choose what to show of statistic? The graf is very muddled and it's hard get anything out of it. If I f.ex can choose to view New and Closed then I know how much it is to do and if I need to get more help. The actual question is: Is it possible to customize the statistic view? Best regards, Måns Åman Ps It's a wonderful application! ps

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otrs.checkModules fails / cant make DBD::mysql
by Florian Gattung 06 Jun '03

06 Jun '03

Hi there, i have a little question concerning the installation of otrs. When trying to fulfil the dependency DBD::mysql by either perl -MCPAN -e shell; install DBD::mysql or by getting the sources by hand, doing a perl Makefile.PL make the compilation process fails with the following error msg: ------------------------------------------------- ------------------------------------------------- find -lz collect2: ld returned 1 exit status An error occurred while linking the DBD::mysql driver. The error message seems to indicate that you don't have a libz.a, libgz.a, libz.so or libgz.so. This is typically resolved by: 1.) You may try to remove the -lz or -lgz flag from the libs list by using the --libs switch for "perl Makefile.PL". 2.) On Red Hat Linux install libz-devel 3.) On other systems, please contact the mailing list Msql-Mysql-modules(a)lists.mysql.com For further hints, see INSTALL.html, section Linker flags. make: *** [blib/arch/auto/DBD/mysql/mysql.so] Error 1 /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible ------------------------------------------------- ------------------------------------------------- i tried installing the libz by hand, but that didnt work out at all. any suggestions on that? i am running suse 8.1 thanks in advance, with best regards Florian "bettmenn" Gattung

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OTRS on Win32 and Exchange MAPI
by Holger Struck 06 Jun '03

06 Jun '03

Hello, I have OTRS on Win32 and an Exchange Server. I can't get it to work to fetch emails from the Exchange Server, only sending is possible. How do I have to configure OTRS for using with MAPI? Is that at all possible? Regards, Holger

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Agent Standard Queue View ?!!
by Marc Scheuffler 06 Jun '03

06 Jun '03

Hi there... let us talk about something completly different. A (probably virus) HTML-Email is in a queue. If an agent is viewing this queue the code will be executed. This only happens if the agent's queue view is "Standard" because the body is shown. This is since OTRS 1.1.2. There are many mails with e.g. an IFRAME tag "cid:sfkasof28222" in web at the moment. Does someone understand what I am talking about? Does someone else has this problem? Any suggestions to stop the execution? (I mean without filtering it before reaching OTRS) Cheers, Marc

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exim and procmail
by Covert, Jake 06 Jun '03

06 Jun '03

I was able to get PostMaster.pl to work /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl It loads in the email fine. I was able to get procmail to work: procmail VERBOSE=yes ./.procmailrc < doc/test-email- 1.box It loaded the email in the system fine. But I can't quite seem to get exim to connect to procmail. I've tried creating a .forward file with what I think are some commands for exim to connect to procmail but they don't quite seem to work If anyone's had any luck connecting exim and procmail on a Windows 2000 box, I'd appreciate the help. (the version was 1.1.1. I must've goofed up. thanks) ------------------------------------------------------------------- /opt/otrs/.forward ================================== procmail_pipe: driver = pipe envelope_to_add command = "/usr/bin/procmail -a ${sender_address} -d ${local_part}" return_path_add delivery_date_add envelope_to_add check_string = "From " escape_string = ">From " user = $local_part group = mail procmail: driver = localuser transport = procmail_pipe ------------------------------------------------------------------- D:\cygwin\var\log\exim\exim_main.log ================================== (last relevant section only...[hostname replaced w/ <hostname>]) 2003-06-03 15:45:33 Start queue run: pid=1680 2003-06-03 15:45:33 HFX7GO-0000VS-QW == jake@<hostname> <request@<hostname>> R=userforward defer (-17): error in redirect file: missing or malformed local part (expected word or "<") in "procmail_pipe:" 2003-06-03 15:45:33 HFX6N5-0000WG-CL == jake@<hostname> <request@<hostname>> routing defer (-51): retry time not reached 2003-06-03 15:45:33 HFX74O-0000GC-D0 == jake@<hostname> <request@<hostname>> routing defer (-51): retry time not reached 2003-06-03 15:45:33 End queue run: pid=1680 ----------------------------------- System Details =================================== Windows 2000 sp3 Cygwin 1.3.2 cygwin cron-3.01 - running as service cygwin procmail-3.22 cygwin exim-4.20 - running as service (dumping mail to /var/spool/mail/jake) Apache 1.3 (win32 binaries, running as service of course) MySQL 3.23.56 for Win32 - service ActivePerl 5.6.1.635 php Version 4.3.1 mySqladmin ====================================

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Re: Error: Need TicketID! - creating ticket via customer.pl - workaround
by David West 06 Jun '03

06 Jun '03

fixed the problem (see below) by changing Config.pm back to: # CustomerPriority # (If the customer can set the ticket priority) $Self->{CustomerPriority} = 1; it appears to be a bug (#159) in this feature. i get the same error with or without the following line in CustomerMessageNew.dtl <input type="hidden" name="PriorityID" value="3"> ---- Greetings, The last thing I was doing (I think) was changing the auto-responses. Now I get the following error when creating a new ticket via customer.pl Is there an easy fix for this? Please help. djw. /var/log/messages: Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::Priority::PriorityLookup][Line:49]: No TypeID for normal found! Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticmysql> use otrs Reading table information mysql> use otrs Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changedfor completion of table and column names You can turn off this feature to get a quicker startup with -A Database changedket::CreateTicketDB][Line:224]: You have an error in y our SQL syntax near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1, SQL: 'INSERT INTO ticket (tn, creat e_time_unix, queue_id, ticket_lock_id, user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, valid_id, create_time, create_by, change_time, change_by) VALUES ('2003060210000014', 1054542052, 1, 1, 1, 1, , 1, 0, 1, current_t imestamp, 1, current_timestamp, 1)' Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:239]: create db record faile d!!! Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:47]: Need TicketID! fwiw, mysql> select * from otrs.ticket_priority; +----+-------------+---------------------+-----------+---------------------+-----------+ | id | name | create_time | create_by | change_time | change_by | +----+-------------+---------------------+-----------+---------------------+-----------+ | 1 | 1 very low | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 2 | 2 low | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 3 | 3 normal | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 4 | 4 high | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 5 | 5 very high | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | +----+-------------+---------------------+-----------+---------------------+-----------+ 5 rows in set (0.03 sec) Thanks for giving this your attention, djw(a)spyderworks.co.uk Thanks for giving this your attention, djw(a)spyderworks.co.uk

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Some questions
by Koller Daniel 06 Jun '03

06 Jun '03

Hi, After basically starting up with OTRS, I have some questions (regarding handling): - Is it possible, to have the pasted part from the incoming mail (if you write an answer) below the signature? - Regarding attachments: If a standard answer has attached sveral standard attachments, it seems to be not possible, to send the answer without one? Is this a bug or a feature? - We are now on 1.0.2, if there are some changes, they would normally be only in the a release after 1.1. Do need to follow each version number in order to "stay on track"? Or will there be some upgrade procedures also for earlier versions? And finally: When will the next realse come up, and which main features will it have? Kind regards, Daniel

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Some newbie questions...
by David West 06 Jun '03

06 Jun '03

(sorry if this posted more than once - reconfiguring mailer...) Some newbie questions... Firstly, would you say that the following usage scenario is realistic? 1. New tickets arrive via email, phone or web (customer.pl) all into their own 'incoming' queues or, say, the Raw queue. 2. Dispatch agent - in practice, this can be any of the team or a robot - assigns tickets to team members' (agents') queues, or Spam queue. Tickets should now be marked Open, and ownership goes to the agents. 3. An agent looks at his/her queue, maybe reassigns tickets to another agent, fixes the problem (GOTO 5), or requests more info from the Customer (mark Awaiting more info). 4. Customer supplies info, (GOTO 3). 5. Mark fixed problem ticket Closed, and maybe move it to a common Archive queue. Throughout, auto-priority escalation operates, Spam tickets auto-delete, all agents' combined queues provide a super-view of the system. More questions: How is a ticket marked as not new? Surely a ticket is no longer new once it's be seen by an agent? The blinking queue keeps blinking, how to turn it off? I read on the list that this is because a ticket has escalated in priority, but all my tickets are Normal... Why are some queues red? What actions lock a message? can I make it possible to only manually lock a ticket? How is PersonalQueue useful? Why is the default config set for some tickets to start in Raw and some in Postmaster? When might a ticket be reassigned to a different customer? What do Pending Autoclose +, and Pending Autoclose -, and Pending Reminder mean? Sorry this is a long list of questions, I'm sure there will be more. The manual gives a lot of detail on installation bu little on usage and procedures. Thanks in advance for the answers, djw Thanks for giving this your attention, djw(a)spyderworks.co.uk

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Error: Need TicketID! - creating ticket via customer.pl
by David West 06 Jun '03

06 Jun '03

(sorry if this posted more than once - reconfiguring mailer...) Greetings, The last thing I was doing (I think) was changing the auto-responses. Now I get the following error when creating a new ticket via customer.pl Is there an easy fix for this? Please help. djw. /var/log/messages: Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::Priority::PriorityLookup][Line:49]: No TypeID for normal found! Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticmysql> use otrs Reading table information mysql> use otrs Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changedfor completion of table and column names You can turn off this feature to get a quicker startup with -A Database changedket::CreateTicketDB][Line:224]: You have an error in y our SQL syntax near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1, SQL: 'INSERT INTO ticket (tn, creat e_time_unix, queue_id, ticket_lock_id, user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, valid_id, create_time, create_by, change_time, change_by) VALUES ('2003060210000014', 1054542052, 1, 1, 1, 1, , 1, 0, 1, current_t imestamp, 1, current_timestamp, 1)' Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:239]: create db record faile d!!! Jun 2 09:20:52 twiggy OTRS-CGI-10[28896]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:47]: Need TicketID! fwiw, mysql> select * from otrs.ticket_priority; +----+-------------+---------------------+-----------+---------------------+-----------+ | id | name | create_time | create_by | change_time | change_by | +----+-------------+---------------------+-----------+---------------------+-----------+ | 1 | 1 very low | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 2 | 2 low | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 3 | 3 normal | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 4 | 4 high | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | | 5 | 5 very high | 2003-05-27 13:08:28 | 1 | 2003-05-27 13:08:28 | 1 | +----+-------------+---------------------+-----------+---------------------+-----------+ 5 rows in set (0.03 sec) Thanks for giving this your attention, djw(a)spyderworks.co.uk

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Update 1.1.1 to 1.1.2 on Suse 7.3
by Michael Mauel 06 Jun '03

06 Jun '03

Hi, is there a detailed description how to update from otrs 1.1.1 to 1.1.2 on Suse 7.3. Or would a rpm -U otr....rpm just do it (after stopping the service!) I do not want to kill my otrs data..so i want to make it sure, before i try the update. br Michael

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RE: [otrs] Use Auth LDAP with Exchange server
by Daniel Palmer 05 Jun '03

05 Jun '03

What are you using as the login name? I'm not sure in what way Exchange authorises you over LDAP - but the login names for IMAP and POP3 are in the format: DOMAIN\Username\Mail Box Name. Where "username" is the name of a user with permissions to open that Mailbox. Hope this helps, Daniel -----Original Message----- From: remi.seguy(a)laposte.net [mailto:remi.seguy@laposte.net] Sent: Thursday, 5 June 2003 7:37 PM To: otrs Subject: [otrs] Use Auth LDAP with Exchange server Hello, I try to use LDAP Auth for agent I check the perl modules : everything seems ok (Net::ldap is ok) in Config.pm I put the 4 lines with parameters $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '@IPldapserver'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; 1/ I create an agent in the OTRS base. When I try to log through the LDAP auth I 've got this message User: remi.seguy login failed: 'Invalid credentials' (REMOTE_ADDR: mypc). In the ldap properties of my entry in the ldap server, I haven't found any information Pwd (it's an Exchange Server 5.x) and authentification relies on the Windows Dommain Account associated with the email box. Have yo any idea ? Rémi Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34€/mn) ; tél : 08 92 68 13 50 (0,34€/mn)" _______________________________________________ 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 ============================================================= The contents of this email are confidential. Any unauthorised use of the contents is expressly prohibited. If you have received this email in error, please advise by telephone (reverse charges, (02) 6231 4177) immediately and then delete /destroy the email and any printed copies. Thank you. =============================================================

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Re:[otrs] Cron Job Error: Cant connect to....
by remi.seguy＠laposte.net 05 Jun '03

05 Jun '03

Hello ! maybe put the test pop3 boxes at invalide state Rémi Hello! I receive following error: ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Thu Jun 5 13:50:00 2003 Message: Can't connect to Traceback (6949): Module: main::FetchMail (v1.9.2.1) Line: 130 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.9.2.1) Line: 106 in the database are two pop3 boxes, but one is empty. We tested the system before and want to delete the test box later. There was no function for deleting - also we erased the lines in the form. Now always the cron job message appears. Could we delete the database entry or ar there any dependencies? Thank you for an answer Gerhard _______________________________________________ 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 Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)"

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Stats - modifyed script
by Alex Mihicinac 05 Jun '03

05 Jun '03

Hi all, I decided to reduce number of variables on stats graph and changed mkStats.pl like this: # only NewTicket, Forward, Bounce, SendAnswer sub GetHistoryTypes { my %Stats; my $SQL = "SELECT id, name FROM ticket_history_type " . " WHERE " . " valid_id = 1" . " and id=1 or id=6 or id=7 or id=8"; $CommonObject{DBObject}->Prepare(SQL => $SQL); while (my @RowTmp = $CommonObject{DBObject}->FetchrowArray()) { $Stats{$RowTmp[0]} = $RowTmp[1]; } return %Stats; } When i run whole script i get nice pretty graph, but i think the values are wrong, infact i suspect that only legend shows wrong colors at wrong names. How is that possible? What am I doing wrong? With regards, Alex

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TicketLock Timeout
by Alex Mihicinac 05 Jun '03

05 Jun '03

Hi all, How this can happen? Ticket was unlocked even i have dontcounthours in my Config.pm FollowUp 2003-05-27 18:07:06 Lock Ticket 2003-05-27 18:07:06 Unlock 2003-05-28 04:35:02 $Self->{UncountedUnlockTime} = { Fri => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Mon => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Tue => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Wen => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Thu => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ]}; My ticket unlock timeout is set to 240minutes. With regards, Alex

2 2

[POP3] error in PostMasterPOP3.pl
by Serge ALGAROTTI 05 Jun '03

05 Jun '03

Hello, [OTRS 1.1.2, Redhat 7.2] We try OTRS since a few days. Everything seem work very well but we have sometime a error message from the PostMasterPOP3.pl cron: Cron <otrs@www-bis> $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Jun 4 13:30:02 2003 Message: No TypeID for StateUpdate found! Traceback (2325): Module: Kernel::System::Ticket::History::HistoryTypeLookup (v1.7) Line: 49 Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 175 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: /web/Public-support/otrs/bin/PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Jun 4 13:30:02 2003 Message: Need HistoryTypeID! Traceback (2325): Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: 82 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 175 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: /web/Public-support/otrs/bin/PostMasterPOP3.pl (v1.9.2.1) Line: 106 Is this a known problem ? Is it a error in our configuration ? Except this error message, OTRS works well with the pop accounts. Thank, Best regards, -- Serge Algarotti ENSMP CEMEF [CNRS UMR 7635]

2 2

RE: [otrs] Autoreplays
by Matt Kirk 05 Jun '03

05 Jun '03

This is an automated response to let you know that your email regarding [newgroups] TEst su [...] has been received. This message has been assigned ticket #2003060410000154. Please reference this ticket number when corresponding with Usenetbinaries.com regarding this request. Our capable staff will review your message and respond as quickly as possible. Thank you. Usenetbinaries.com Customer Service -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, December 18, 2002 3:44 AM To: otrs(a)otrs.org Subject: Re: [otrs] Autoreplays Hi Diego, On Tue, Dec 17, 2002 at 05:53:31PM -0300, Diego Fernandez wrote: > I can receive receive requests by two ways, by phone registering it in > phoneview, and by via web, can't I? Yes, you can. > Can I have two diferent autoreplays, one for phone calls and another for > the web requests? Because I create two diferents messages but I can just > assign only one for auto replay. No. Currently just one auto-replay for one queue. -=> If you want to use two different auto-replays you need to have two queues. > And what is the difference between "auto reply/new ticket" and "auto > replay"? "auto replay" -=> If a new ticket is created, send an auto replay. "auto reply/new ticket" -=> If you changed the "Queue-Follow up Option" to "new ticket" (means if a ticket is closed and the customer sends a follow up the ticket will not be reopened, a new ticket will be created) and the customer gets the "auto reply/new ticket" info (should be different from the normal "auto replay"). > Diego. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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

1 0

procmail woes
by Covert, Jake 04 Jun '03

04 Jun '03

I'm getting a little farther. Now when I send an email, I have a .forward file that trieds to engage procmail. It doesn't quite make it (the email ends up in /opt/otrs/var/spool/ (d:\otrs\var\spool). I've attached a tarball with the following files, thinking it might help: =============================================== Config.pm (d:\otrs\Kernel\) Mail delivery failed returning message to sender.txt (this is the email I get back when I try to send an email to my system now) exim_main.log (the main exim log file from d:\cygwin\var\log\exim\) otrs.log (the main otrs log file from d:\otrs\var\log\) Procmail-2003-06.log (the log file generated when it gets bumped against procmail / .promailrc d:\otrs\var\log) .forward (d:\otrs\ [/opt/otrs/]) .procmailrc (d:\otrs\ [/opt/otrs/]) =============================================== I'm getting very close now I hope. Any help is much appreciated! Cheers. Jake Covert

1 0

Customer Interface doesn't display tickets
by Andrew Lewis 04 Jun '03

04 Jun '03

Hi, I recently setup OTRS (lovely, lovely stuff) & I'm just about ready to go live with it and tell muh boss to shove his silly support logging methodologies and wotnot. ;) However, I am experiencing the unfortunate problem that the customer interface does not display any tickets, whether created within the agent interface or within the customer interface itself.. What could be causing this? And what should I try do? :( Best Regards, AL.

1 0

RE: Sambar needed for Win32 installation?
by Charles R. "Rusty" Thompson 03 Jun '03

03 Jun '03

>>From: "Covert, Jake" <jake.covert(a)eds.com> Subject: [otrs] Sambar needed for Win32 installation? >>1) Is Sambar needed for a Win32 installation? At the beginning of the = win32 install guide it says it's optional, but does not refer to configuring certain items without it (cron / stats ) I'm using Apache, and exim on a windows 2000 box.<< I never got Apache and Win32 to work. The reason is there is a bug in MySQL->Apache that causes your DB threads to go to sleep and never wake up. It will work for about 5 minutes then stop responding. Looking at Sambar or a Linux box solution might be a better use of your time. I found the SuSE 8.x install of OTRS to be downright simple. Charles

1 0

problem with UnlockTickets.pl
by Wily E. Coyote 03 Jun '03

03 Jun '03

Hallo, i have upgraded to v1.1.1 and everything seems fine, but i can't closed tickets anymore the system generate a ticket with subject: cron <otrs(a)domain.com> $HOME/bin/UnlockTickets.pl -- timeout >> /dev/null body: /bin/sh: line1: /home/otrs/bin/UnlockTickets.pl: No Such file or directory thanks and best regards sven

1 0

Stats on Win32
by Covert, Jake 03 Jun '03

03 Jun '03

I'm having trouble getting the stats pictures to display correctly. The ./mkStats.pl runs fine and generates the correct file at D:\otrs\var\pics\stats\ (/opt/otrs/var/pics/stats/ as seen from cygwin). The stats page just has a box where the image should be but no image. Right clicking on the image and getting properties gives me the following: http://<hostname>/otrs/pic.pl?Action=SystemStats&Pic=2003-06.png System: =========================== 1.1.2 Windows 2000 Exim Perl 5.6 =========================== I appreciate any help you can offer. Thanks. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Covert, Jake [mailto:jake.covert@eds.com] Sent: Monday, June 02, 2003 12:27 PM To: otrs(a)otrs.org Couple of questions: 1) Is Sambar needed for a Win32 installation? At the beginning of the win32 install guide it says it's optional, but does not refer to configuring certain items without it (cron / stats ) 2) Using exim, my incoming mail gets dumped to: D:\cygwin\var\spool\mail\jake How can I set OTRS to use this mail file as the incoming mail? I'm using Apache, and exim on a windows 2000 box. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, June 01, 2003 6:41 PM To: announce(a)otrs.org The OTRS Team is pleased to announce the release of OTRS 1.1.2. This is the latest release on the 1.1 branch and fixes some "small" bugs. Changes: ======== * fixed bug in customer panel (create ticket without priority selection) * fixed pic.pl problem on win32 * fixed unwanted ticket unlock on move * fixed missing StateUpdate for DBUpdate-to-1.1.postgresql.sql * fixed small bug in session modules * fixed some other small bugs * improved tar.gz updates (removed var/log/TicketCounter.log) * improved text formatting of "long" messages * added customer data lookup for PostMaster*.pl based on senders email address (set customer id and customer user) * added "PerlInitHandler Apache::StatINC" to apache include config files -=> no apache reload is needed when perl modules is updated on disk <=- * added russian translation (details: http://cvs.otrs.org/cvsweb.cgi/otrs/CHANGES?rev=1.79.2.9) Download: ========= ftp://ftp.gwdg.de/pub/misc/otrs/ (Germany/Göttingen) ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg) ftp://ftp.samurai.com/pub/otrs/ (Canada/Toronto) (a full list of all download mirrors (ftp/http/rsync) is available at http://otrs.org/download) MD5 message digest (128-bit) checksums 07cc8cfd2ff9ef97288ac55e8e4d5ea7 ./RPMS/suse/7.3/otrs-1.1.2-01.i386.rpm 61af10ec6ad257bddb4a19040cf5dec8 ./RPMS/suse/8.x/otrs-1.1.2-01.i386.rpm f71af52efa51b75f1c7a778af8f77c0d ./RPMS/redhat/7.x/otrs-1.1.2-01.i386.rpm 7f61eadb68c93727017e27c0f378e923 ./RPMS/redhat/8.0/otrs-1.1.2-01.i386.rpm d5b28edf9cb13b38e33c2c531d5178f3 ./SRPMS/suse/7.3/otrs-1.1.2-01.src.rpm 85d73ef8c3f4ace4290f451b6f801462 ./SRPMS/suse/8.x/otrs-1.1.2-01.src.rpm 97eed426763c1b526f710a9a5d46728f ./SRPMS/redhat/7.x/otrs-1.1.2-01.src.rpm 20d069bff7a469ed18d768aab460feba ./SRPMS/redhat/8.0/otrs-1.1.2-01.src.rpm 72b195a7661eaad58286baf7969681ae ./otrs-1.1.2-01.tar.gz 8dffe0b9a0bb8ee4f79e6229082fb6cc ./otrs-1.1.2-01.tar.bz2 Upgrading: ========== For those folks who are using OTRS 1.0 and want to upgrade to 1.1 please read the UPGRADING and INSTALL files. Bugreports: =========== http://bugs.otrs.org/ (Thanks!) We appreciate your help with the development of OTRS. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 104 Tage bis zum Gäubodenvolksfest! ;-) _______________________________________________ announce mailing list announce(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/announce _______________________________________________ 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

3 2

The RE: problem
by Erik Mathis - ATL Dunwoody Staff 02 Jun '03

02 Jun '03

Did the orts 1.1.2 address the RE: in the subject messing up message routing? Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu

2 1

Attachment Size Limitations?
by Charles R. "Rusty" Thompson 02 Jun '03

02 Jun '03

Over the weekend somebody attempted to send us a word document full of screen captures (3.5 meg or more) that just refused to be imported to the ticket thread for a case. The result was 100 follow ups of the same message... none of which ever got fully imported or deleted from the mail server. My current working theory (I know nothign of MySQL) is that the table for attachments has a size limit on the attachment blob (if it is a blob) and MySQL doesn't have table autosizing enabled (if that's an option) the result being that the data could not be imported, it bombed on saving the attachment and thus, the full import cycle never completed. I fear I may find a database full of junk when I start looking. 1) How can safely delete these 100 or so follow ups and matching attachments from the table? 2) How can I prevent this in the future? Also, is ticket merging possible in the next release? We have alot of people who send in an email the follow up five minutes later with "I forgot to mention" and end up opening two cases. CT

2 1

version variable set at?
by Covert, Jake 02 Jun '03

02 Jun '03

I've update to version 1.1.2, but when I log in, it still says 1.1.1 is the lower right hand section of the admin screen. Any idea where this is set? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

Search by field created (date)
by Alex Mihicinac 02 Jun '03

02 Jun '03

Hi all, How come there is no option to search tickets/articles by date of creation? I think that would be handy. With regards, Alex P.S. Putting date into TickedID is not an option - i need it short

2 1

Extended customer view
by Alex Suzuki 02 Jun '03

02 Jun '03

Hi OTRS people, I am evaluating OTRS for a company helpdesk, I need to know if there is some possibility to configure OTRS so customers can actually look at issues not owned by themselves. The idea would be that a customer first checks the most recently submitted issues, and if his issue refers to the same problem that was submitted a couple of issues before, the customer would not submit his issue, but just watch the progress of the existing issue. Is this possible in some way? Thanks for help. Alex -- Alex Suzuki, as(a)cynox.ch, ICQ 36734475, http://www.cynox.ch/asuzuki/ Phone: +41 (0) 43 333 13 65, Mobile: +41 (0) 76 579 33 25 "One man's constant is another man's variable." -A.J. Perlis

3 3

"no body found!" - Problem
by backster 02 Jun '03

02 Jun '03

Hey folks I'm having a little problem when creating tickets in the customer FrontEnd. Every new submitted ticket ( customer FE ) generates 2 tickets ( agent FE ) in the queue. 1 with the original ticket body and 1 with the message "no body found!" as body. Any hint? If this question is already answered in the list or documentation please give me a hint where =) tx in advance for your advice -------------------------------------------- Backster PS: English is not my natural language. Please excuse mistakes in writing and grammar. ;)

2 1

Customer Queues and Agent Can List Customers Group
by David Amorim da Cruz 02 Jun '03

02 Jun '03

Hi! :) This is a single need, but we're thinking on two (or three) possible solutions for it. Here are the details: I'd like to be able to specify which queues each Customer can create tickets to, when he/she uses the Customer Interface. I read about this in the archive a couple of months ago, but there was almost no follow-up... There was something like: "it's not done (yet) because it might be confusing for some admins" and I got curious about the "yet" part. :) If it's not implemented, I'd like to know if it will eventually be (didn't see it on the TODO list). Meanwhile, is it possible to force the "Customer Interface" to create new tickets to a single queue/email, thus eliminating the queue list drop-down in "New Ticket"? If it's possible, please tell me how to do it. The reason for this is that we don't want someone (in our case, it's an agent we don't trust) using the Customer Interface to know about or use the other queues, unless he/she is allowed to. We considered using the Agent Interface, but then this "agent we don't trust" would get a listing of all Customers when using "phone view" to create a new ticket, and we don't want that. The Agent Interface already has adequate Group Management (can hide queues and tickets) but lacks a way to hide Customers... Something like a "Agent Can List Customers" group, similar to admin and stats groups. I'll be happy with a way to brute force Customer.pl mail sending to a single email address... :) Thanks, |)avid ------------------------------------------------- KPNQwest Portugal http://www.KPNQwest.pt

2 1

Sambar needed for Win32 installation?
by Covert, Jake 02 Jun '03

02 Jun '03

Couple of questions: 1) Is Sambar needed for a Win32 installation? At the beginning of the win32 install guide it says it's optional, but does not refer to configuring certain items without it (cron / stats ) 2) Using exim, my incoming mail gets dumped to: D:\cygwin\var\spool\mail\jake How can I set OTRS to use this mail file as the incoming mail? I'm using Apache, and exim on a windows 2000 box. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, June 01, 2003 6:41 PM To: announce(a)otrs.org The OTRS Team is pleased to announce the release of OTRS 1.1.2. This is the latest release on the 1.1 branch and fixes some "small" bugs. Changes: ======== * fixed bug in customer panel (create ticket without priority selection) * fixed pic.pl problem on win32 * fixed unwanted ticket unlock on move * fixed missing StateUpdate for DBUpdate-to-1.1.postgresql.sql * fixed small bug in session modules * fixed some other small bugs * improved tar.gz updates (removed var/log/TicketCounter.log) * improved text formatting of "long" messages * added customer data lookup for PostMaster*.pl based on senders email address (set customer id and customer user) * added "PerlInitHandler Apache::StatINC" to apache include config files -=> no apache reload is needed when perl modules is updated on disk <=- * added russian translation (details: http://cvs.otrs.org/cvsweb.cgi/otrs/CHANGES?rev=1.79.2.9) Download: ========= ftp://ftp.gwdg.de/pub/misc/otrs/ (Germany/Göttingen) ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg) ftp://ftp.samurai.com/pub/otrs/ (Canada/Toronto) (a full list of all download mirrors (ftp/http/rsync) is available at http://otrs.org/download) MD5 message digest (128-bit) checksums 07cc8cfd2ff9ef97288ac55e8e4d5ea7 ./RPMS/suse/7.3/otrs-1.1.2-01.i386.rpm 61af10ec6ad257bddb4a19040cf5dec8 ./RPMS/suse/8.x/otrs-1.1.2-01.i386.rpm f71af52efa51b75f1c7a778af8f77c0d ./RPMS/redhat/7.x/otrs-1.1.2-01.i386.rpm 7f61eadb68c93727017e27c0f378e923 ./RPMS/redhat/8.0/otrs-1.1.2-01.i386.rpm d5b28edf9cb13b38e33c2c531d5178f3 ./SRPMS/suse/7.3/otrs-1.1.2-01.src.rpm 85d73ef8c3f4ace4290f451b6f801462 ./SRPMS/suse/8.x/otrs-1.1.2-01.src.rpm 97eed426763c1b526f710a9a5d46728f ./SRPMS/redhat/7.x/otrs-1.1.2-01.src.rpm 20d069bff7a469ed18d768aab460feba ./SRPMS/redhat/8.0/otrs-1.1.2-01.src.rpm 72b195a7661eaad58286baf7969681ae ./otrs-1.1.2-01.tar.gz 8dffe0b9a0bb8ee4f79e6229082fb6cc ./otrs-1.1.2-01.tar.bz2 Upgrading: ========== For those folks who are using OTRS 1.0 and want to upgrade to 1.1 please read the UPGRADING and INSTALL files. Bugreports: =========== http://bugs.otrs.org/ (Thanks!) We appreciate your help with the development of OTRS. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 104 Tage bis zum Gäubodenvolksfest! ;-) _______________________________________________ announce mailing list announce(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/announce

1 0

authenticates customer using LDAP
by Alex Zheng 01 Jun '03

01 Jun '03

Can you use LDAP backend to authenticate customer(not user)? If yes, which modules need to be changes besides Config.pm? Thanks. Alex

2 1

Feature: write email to customer
by gilles.massen＠restena.lu 01 Jun '03

01 Jun '03

Hello, I have a question related to a feature in the TODO List for release 1.2: "Write email (new ticket) to customer". Is there any (maybe very vague) idea for when this release will be scheduled? The reason I'm asking is that this feature is very important for us. So I will need the feature or a workaround: is anyone aware of an easy workaround? (creating a phone ticket and then replying to it works, but is quite cumbersome). I do consider a quick'n'dirty construct based on a mix of AgentPhone.pm and AgentCompose.pm. What would be needed in order to make something like this work? So far I believe it is a module and a template to go with it. Is that correct or is this far more work than it looks like? Many thanks for any comment... Best regards, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

2 1

Queue sorting by P2 e-mail address, not P1!
by Alex Mihicinac 01 Jun '03

01 Jun '03

Hi all, I did some more tests and figured out that OTRS uses P2 level e-mail addresses as From reference and not P1 level (which would be more appropriate!). Is there any way to handle this? When using P1 as From reference can be a lot of problems when receiving some forwards or bounces -> replying to these mails will result in wrong To: address, which would be from the guy who did bounce/forward, not the guy who send the original mail. Thanks in advance! With regards, Alex P.S. I'll finally have some time to put together my OTRS@SunOS installantion notes - can you guys tell me how would you like to have that?

3 5

Customer and auto responses via customer.pl
by Jim Wight 01 Jun '03

01 Jun '03

A customer asks why they need to be shown auto responses when viewing their tickets via customer.pl. As far as they are concerned, these articles doesn't contain any useful information. Jim

2 1

Auth for user helpdeskATticketDOTmyDOTdomainATticketDOTmyDOTdomain failed!
by FSackewitz＠hasco.com 28 May '03

28 May '03

Hi, I get a lot of error messages from the PostMasterPOP3.pl: --snipp-- >From otrsATotrsDOTmyDOTdomain Mon May 26 07:30:02 2003 Return-Path: <otrsATotrsDOTmyDOTdomain> X-Original-To: rootATlocalhost Delivered-To: rootATlocalhostDOTmyDOTdomain Received: by otrsDOTmyDOTdomain (orts, from userid 501) id 670428D47; Mon, 26 May 2003 07:30:02 +0200 (CEST) From: rootATotrsDOTmyDOTdomain (Cron Daemon) To: rootATlocalhostDOTmyDOTdomain Subject: Cron <otrsATotrs> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=rootATlocalhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Message-Id: <20030526053002.670428D47ATotrsDOTmyDOTdomain> Date: Mon, 26 May 2003 07:30:02 +0200 (CEST) ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon May 26 07:30:02 2003 Message: Auth for user helpdeskATticketDOTmyDOTdomainATticketDOTmyDOTdomain failed! Traceback (31668): Module: main::FetchMail (v1.9) Line: 140 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.9) Line: 106 --snipp-- Why I have there the "ticketDOTmyDOTdomain" twice? First I thought that it comes from the problem I had with my helpdesk-User (thanks Martin!) but it is still there after I fixed it. Any clues? Thx! Bye Frank Sackewitz

2 1

More than one system address for specific queue
by Alex Mihicinac 28 May '03

28 May '03

Hi all, I'm trying to get all emails into one specific queue - emails come from different To/Cc: addresses, because OTRS' email is subscibed to couple of internal mail lists. For example To/Cc: can be helpdesk(a)inc.com or info(a)inc.com Is it possible to make OTRS get them all in one queue? If I set two system addresses pointing to the same queue still don't work. Mails from helpdesk go to correct queue, but info mails go into Raw queue. After that I've tried to use .procmailrc formail like: :0 fhw : * To:.*info@inc.com* | formail -I "X-OTRS-Queue: CorrectQueue" And still don't work (don't even have this tag in mail headers!?) Any hints? Best regards, Alex

2 3

Use otrs together with encryption
by Sven Mannsdörfer 27 May '03

27 May '03

Hi folks! is there any possibility to integrate encryption in otrs? we need to decrypt incoming mails before adding them to otrs and encrypt outgoing eMails before they are sent. this may be a eMailserver task but in my opinion the encryption/decryption should be done as late as possible, that is only by the recipient (which is the otrs system in this case). Does any kind of plugin etc. exist which does the decryption (by using gnupg???) or / and encryption? Or has someone a script to automatically decrypt incoming eMails before they are passed to PostMaster.pl? any help / comment is very welcome. Sven

2 1

POP3 Delivered mail not generating Auto-Response [2]
by G.T.Smith 26 May '03

26 May '03

All, Have investigated this further and found that this happening when the message originates from a mailing list. If the mailing list delivers directly to the otrs account there is no problem. The mail account concerned is on an MS Exchange server. Any ideas on a work around, or is this a bug? ====================================================== G.T.Smith Computer Officer ASSL mailto:G.T.Smith@bham.ac.uk ====================================================== When you Have lost your inns, drown your empty selves, for you will have lost the last of England.. Hilaire Belloc ======================================================

2 1

Re: [otrs] Auto-reply problem
by Sadri Sahraoui 26 May '03

26 May '03

----- Original Message ----- From: Martin Edenhofer <martin(a)edenhofer.de> Date: Wed, 21 May 2003 21:19:21 +0200 To: otrs(a)otrs.org Subject: Re: [otrs] Auto-reply problem > Hi Sadri, > > On Wed, May 21, 2003 at 05:00:03PM +0800, Sadri Sahraoui wrote: > > I Just upgraded to v1.1.1, and I have a problem with auto-reply. All > > works fine (notification, sending reply's etc..) just the auto-reply, > > I guess that I setup all things correctly, just like older version > > (1.0.1), so there's no auto reply at all. Does anybody have any clue. > > > > NB : I'm running otrs under Redhat 8.0 > > Hmmm... I never heard about this problem. > > Any error messages? > > > Thank's > > Sadri Sahraoui > > -Martin > no there's no error messages, I reinstalled otrs from scratch, and I still have the same pb "no auto-reply" except this there's no other problem at all Sadri Sahraoui -- ______________________________________________ http://www.linuxmail.org/ Now with e-mail forwarding for only US$5.95/yr Powered by Outblaze

2 1

Resetting TickedID counter
by Alex Mihicinac 26 May '03

26 May '03

Hi all, Is it safe to use counter "reset" of such kind, after deleteting all artickes/tickets from db?; echo 1 > /opt/otrs/var/log/TicketCounter.log I've noticed that: delete from article; delete from article_attachment; delete from article_plain; delete from ticket_history; delete from ticket; Don't delete autoincrements in those tables, so TickedID, ArticleID are still not reset Regards, Alex

2 1

OTRS customer view
by Alex Suzuki 26 May '03

26 May '03

Hello OTRS people, Is there any way for customers to see recent issues posted, or more generally issues posted by other people than themselves? This would be useful, because I am evaluating OTRS use in a company where there might be a lot of duplicate issues, so a customer may first have a look at the current issues, before he submits his own duplicate issue. If there is no such feature, is OTRS capable of linking related or duplicate issues? Regards, Alex -- Alex Suzuki, as(a)cynox.ch, ICQ 36734475, http://www.cynox.ch/asuzuki/ Phone: +41 (0) 43 333 13 65, Mobile: +41 (0) 76 579 33 25 "One man's constant is another man's variable." -A.J. Perlis

1 0

RE: [otrs] Graph in Stats
by Covert, Jake 25 May '03

25 May '03

Are you saying that the statistical graphs are known not to work in Win32? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Robert Kehl [mailto:otrs@robertkehl.de] Sent: Tuesday, May 20, 2003 7:36 PM To: otrs(a)otrs.org Which OS is the server running on - probably Win32? This is an unsolved problem yet... If you're NOT running Win32, this could help solving the prob, although it's not me to know it by now. Robert Kehl > -----Ursprungliche Nachricht----- > Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Tim > Notestein > Gesendet: Dienstag, 20. Mai 2003 00:34 > An: otrs(a)otrs.org > Betreff: [otrs] Graph in Stats > > > I don't appear to get any errors... but I'm not getting any graphs on my > Stats page. > > Any ideas? > _______________________________________________ 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

2 1

Autoreply with POP3 eMail
by G.T.Smith 23 May '03

23 May '03

All, I am in the process of doing a test evaluation of OTRS for some support functions at our institution. I have come across a rather odd problem. The auto-reply function on a particular queue works fine when a mail is sent directly to the server and delivered to the queue, but when I configure the server to use POP3 to download messages from an external mail box to the same queue the auto-reply function does not run for these messages. What I wish to know is this expected behaviour or is there something I have missed? I will be trying out a fetchmail based configuration later. ====================================================== G.T.Smith Computer Officer ASSL mailto:G.T.Smith@bham.ac.uk ====================================================== When you Have lost your inns, drown your empty selves, for you will have lost the last of England.. Hilaire Belloc ======================================================

1 1

RE: [otrs] How to assign a ticket to 1 specific agent?
by Erik Mathis - ATL Dunwoody Staff 22 May '03

22 May '03

Click on ZOOM then OWNER. Select the agent, and type away. Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu -----Original Message----- From: Alex Zheng [mailto:azheng@monterey.k12.ca.us] Sent: Wednesday, May 21, 2003 4:22 PM To: otrs(a)otrs.org Subject: [otrs] How to assign a ticket to 1 specific agent? Here is my queue set-up: IT Software Hardware So IT is the top level queue, and software and hardware are subqueues with multiple people assigned to it. Now if the manager wants to reassign a task to a specific person(once he receives a ticket from a customer), what can he do? _______________________________________________ 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

1 0

Workflow mechanism with OTRS? (question+idea)
by Christian Hammers 22 May '03

22 May '03

Hello We're currently using the RUST ticket system and would like to switch to something else which offers a kind of workflow-ticket classes. What I mean is that a ticket can be of a specific class which has some predefined points which when reached activate some actions like assigning another group, altering the priority or state etc. To make it clearer an example: * A ticket of class "Installation" is opened by an employee. * He enters the customer's address etc and clicks on "stage1 reached" or similar. * The ticket gets automatically assigned to the tech group with a medium priority. * They install whatever and click on "stage2 reched". * The ticket then gets automatically back to the account manager who checks that everything was ok and writes the bill and closes the ticket. I know from the docs that there are some hooks for little robot scripts but I wonder if anybody has ever implemented the above idea? If not I have some ideas with special keywords like X-Checkpoint: 1,2,3 X-Assign 1 tech(a)example.com X-Priority 1 medium X-Priority 2 important X-Tags 3 + billing and X-Reached 2 The robot would then check the mail of a thread from top to bottom, parses the first set of commands and look if it finds some "reached" lines. The could e.g. be hidden by the web frontend and be displayed in form of a little checkbox field on the side so that every collegue is able to easyly use them. Any comments? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller Lütticher Straße 10 Tel 0241/701333-11 ch(a)westend.com D-52064 Aachen Fax 0241/911879

2 4

agent can be a customer?
by Alex Zheng 21 May '03

21 May '03

I saw this option under Default.pm. But even when I turn it on, how can I submit a ticket as an agent? Default.pm: $Self->{AgentCanBeCustomer} = 1; Thanks!

2 1

Stats Graph Error
by L. Mark Stone 21 May '03

21 May '03

Trying to get graphs on an OTRS 1.1.1 system on SUSE 8.1. I get the following error: bero:/opt/otrs/bin # ./mkStats.pl Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. bero:/opt/otrs/bin # Line 37 reads: use GD::Graph; What am I missing? Thanks! _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

2 2

How to assign a ticket to 1 specific agent?
by Alex Zheng 21 May '03

21 May '03

Here is my queue set-up: IT Software Hardware So IT is the top level queue, and software and hardware are subqueues with multiple people assigned to it. Now if the manager wants to reassign a task to a specific person(once he receives a ticket from a customer), what can he do?

2 1

Auto-reply problem
by Sadri Sahraoui 21 May '03

21 May '03

Hi I Just upgraded to v1.1.1, and I have a problem with auto-reply. All works fine (notification, sending reply's etc..) just the auto-reply, I guess that I setup all things correctly, just like older version (1.0.1), so there's no auto reply at all. Does anybody have any clue. NB : I'm running otrs under Redhat 8.0 Thank's Sadri Sahraoui -- ______________________________________________ http://www.linuxmail.org/ Now with e-mail forwarding for only US$5.95/yr Powered by Outblaze

2 1

Second System Email Address
by FSackewitz＠hasco.com 21 May '03

21 May '03

Hi folks! I've setup a second system email address for otrs in the AdminArea - Email Addresses - System Email Address Management, so people can send mails to helpdesk(a)my.local.domain. Where I have to say otrs, that it has to pick up emails for this account too? Till now I find in the RAW-Queue only emails for otrs(a)my.local.domain. Thx! -- Bye Frank Sackewitz

2 1

How to prevent unauthorized person submit ticket via email?
by Alex Zheng 21 May '03

21 May '03

Is there way to verify the from email address so that only valid customer can submit ticket via email? If YES, which module am I supposed to modify to include this function?

4 3

Graph in Stats
by Tim Notestein 20 May '03

20 May '03

I don't appear to get any errors... but I'm not getting any graphs on my Stats page. Any ideas?

2 2

Anhang Probleme
by Michael Mauel 20 May '03

20 May '03

Hallo liebe Liste, wenn ich einen ASCII Text an eine Ticket Antwort anhänge, dann ist das kein Thema. Wenn ich aber eine ZIP oder PDF Datei anhängen möchte, so kommt folgende Fehlermeldung: ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Mon May 19 12:52:29 2003 Message: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (68, 'MIME-Version: 1.0 Hat jemand einen TIP für mich? Mfg Michael

2 1

CustomerUser LDAP backend
by Jim Wight 20 May '03

20 May '03

I want to get the LDAP CustomerUser backend working, but am not having any success so far. I've copied the # CustomerUser # (customer user ldap backend and settings) # $Self->{CustomerUser} = { # Module => 'Kernel::System::CustomerUser::LDAP', [...] # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], # ], # }; section from Defaults.pm into Config.pm, removed the comments, and made what I reckon are other necessary changes. However, I've not even got as far as testing LDAP as I get Internal Server Error when accessing OTRS. The server error log contains the following: [Fri May 16 16:30:18 2003] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: index.pl [Fri May 16 16:30:18 2003] [error] [client xxx.xxx.xxx.xxx] Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" (perhaps you forgot to load "Kernel::System::CustomerUser::LDAP"?) at <otrs>/bin/cgi-bin/../../Kernel/System/CustomerUser.pm line 47. What does it indicate is wrong? I'm not using mod_perl. Jim

3 6

Bounce
by Alex Mihicinac 20 May '03

20 May '03

Hi all, When I try to bounce email, this happens: ---- Error: Can't bounce email! Comment: Please contact the admin. Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: solaris Time: Fri May 16 10:26:08 2003 Message: Can't use /usr/lib/sendmail -t -i -f : Not enough space! Traceback (1622): Module: Kernel::System::Email::Sendmail::Send (v1.7) Line: 107 Module: Kernel::System::Email::Send (v1.1) Line: 50 Module: Kernel::System::Ticket::SendArticle::BounceArticle (v1.11) Line: 266 Module: Kernel::Modules::AgentBounce::Run (v1.21) Line: 265 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 608 Module: (eval) (v2.01) Line: 143 Module: Apache::Registry::handler (v2.01) Line: 143 ---- There is enough space on disks and mail which i try to bounce is short <5k I happens every time i try to bounce. What to do? Best regards, Alex

2 1

Installationproblem otrs1.1.1
by Andreas Kienle 19 May '03

19 May '03

Hello, I installed the otrs 1.1.1 (rpm) on my Suse8.1 Server. When I restart my webserver i get the following errors. Can you help me?? Thanks @ndy -----------------8<-------------- [Thu May 15 20:52:54 2003] Format.pm: Using an array as a reference is deprecate d at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88. [Thu May 15 20:52:54 2003] Format.pm: Using an array as a reference is deprecate d at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217. [Thu May 15 20:52:54 2003] State.pm: Scalar found where operator expected at /op t/otrs//Kernel/System/State.pm line 142, near "0 $Param" [Thu May 15 20:52:54 2003] State.pm: (Missing operator before $Param?) [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same scope at /opt/otrs//Kernel/System/State.pm line 148. [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same scope at /opt/otrs//Kernel/System/State.pm line 149. [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same statement at /opt/otrs//Kernel/System/State.pm line 149. [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same scope at /opt/otrs//Kernel/System/State.pm line 150. [Thu May 15 20:52:54 2003] State.pm: "my" variable %Param masks earlier declarat ion in same scope at /opt/otrs//Kernel/System/State.pm line 151. [Thu May 15 20:52:54 2003] State.pm: "my" variable $SQL masks earlier declaratio n in same scope at /opt/otrs//Kernel/System/State.pm line 152. [Thu May 15 20:52:55 2003] [error] syntax error at /opt/otrs//Kernel/System/Stat e.pm line 142, near "0 $Param" syntax error at /opt/otrs//Kernel/System/State.pm line 155, near "else" Compilation failed in require at /opt/otrs//Kernel/System/Ticket.pm line 26. BEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Ticket.pm line 26. Compilation failed in require at /opt/otrs//Kernel/Config/Modules.pm line 34. BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Modules.pm line 34 . Compilation failed in require at /opt/otrs/scripts/apache-perl-startup.pl line 2 9. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache-perl-startup.pl li ne 29. Compilation failed in require at (eval 168) line 1. Syntax error on line 10 of /opt/otrs/scripts/apache-httpd.include.conf: syntax error at /opt/otrs//Kernel/System/State.pm line 142, near "0 $Param" syntax error at /opt/otrs//Kernel/System/State.pm line 155, near "else" Compilation failed in require at /opt/otrs//Kernel/System/Ticket.pm line 26. BEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Ticket.pm line 26. Compilation failed in require at /opt/otrs//Kernel/Config/Modules.pm line 34. BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Modules.pm line 34 . Compilation failed in require at /opt/otrs/scripts/apache-perl-startup.pl line 2 9. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache-perl-startup.pl li ne 29. Compilation failed in require at (eval 168) line 1. ---------------8<-----------------------

2 1

agent to receive notification when new ticket in his quqe
by Alex Zheng 19 May '03

19 May '03

I want agent to be notified when there is a new ticket in his queque: Attached is my Config.pm file: Thanks.

2 5

MTA for Windows w/ OTRS
by Covert, Jake 19 May '03

19 May '03

What are everyone's recommendations for an good MTA for a Windows 2000 install of OTRS1.1.1? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

RE: [otrs] RE: Win2k Sending Email Resolved!!!
by Covert, Jake 19 May '03

19 May '03

Were you ever able to get the procmail filters to work with Indigo Star's Send? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Charles R. "Rusty" Thompson [mailto:charlest@indysoft.com] Sent: Tuesday, March 04, 2003 4:45 PM To: otrs(a)otrs.org Good gosh I finally got it. I'm not sure what was causing the problems but I dropped Exim, tried Blat, dropped blat.. tried MS's port of sendmail, dropped that. Ended up with Indigo Star's Sendmail port for Windows (30 day eval, $49 purchase). It came with a .pl script that looked alot like EmailSend.pm's routine so my confidence was high! I was able to manually do a few sends with their script... no mail munges and it appeared to operate rock solid. However! :) Once I tried using it with OTRS, no mail would go out. OTRS' log happily reported the messages were sent, sendmail.log reported no errors and no sends... and I never got my mail. I found there is something in the mail sending pm's that needs to be changed for this particular port of sendmail. Here's the first fixes I found to get email working with Win32 IndigoStar Sendmail... 1) Install Sendmail (I chose c:\sendmail\) 2) Sendmail path in Config.pm needs to be c:/yourpathhere/sendmail.exe -t -console 3) AgentCompose.pm has to be changed. It appears the '$RetEmail' breaks IndigoStar sendmail rather quietly. Maybe this should be optional in the PM to prevent others from having headaches? Maybe a config line for return mail that is only placed if it's not blank? The final line was: if (open ( MAIL, "|$Self->{Sendmail}")){ My take on this is that since it read the From, etc in the headers (-t) I think the $RetEmail was unneccesary 4) Any other instances of Sendmail (like EmailSend.pm) must be changed as well or silent email failure will occur. I still don't know why exim was causing munged emails. My hosting service is lost on that one. Robert... you might consider taking a look at IndigoStar as an option for the install docs on Windows. I found it absolutely simple to install and configure and it seems like a much 'thinner' solution that installing cygwin, downloading, setting permissions, etc. Further... IndigoStar has a feature which is required in some shared hosting environments, that being server authentication on the default account. There are alot of anti-spam SMTP tests out there requiring the checking of mail (authentication) before a send can occur. This pre-authentication test in IndigoStar gets around that. Thanks to all for so much help... I thought I'd never see the light of day. Management is happy and off my back. Thanks for all the hard work on the software, we are really going to get tremendous use out of it! Charles _______________________________________________ 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

1 0

Send an email to 'alwayscc' when ticket is closed.
by Alex Zheng 19 May '03

19 May '03

When a ticket gets closed, I would like managers get notification about it. This is what I did in Config.pm: (I invented this var 'NotificationAlwaysCcStateUpdate') $Self->{NotificationAlwaysCcStateUpdate) = 'IT-manager(a)blah.com'; then I can not start have apache to pass the perl compile phase: /usr/sbin/apachectl stop: httpd stopped helpdesk:/opt/otrs/Kernel # /usr/sbin/apachectl start [Thu May 15 05:01:18 2003] [error] syntax error at /opt/otrs//Kernel/Config.pm line 148, near "NotificationAlwaysCcStateUpdate) " BEGIN not safe after errors--compilation aborted at /opt/otrs//Kernel/Config.pm line 177. Compilation failed in require at /opt/otrs/scripts/apache-perl-startup.pl line 28. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache-perl-startup.pl line 28. Compilation failed in require at (eval 149) line 1. Syntax error on line 10 of /opt/otrs/scripts/apache-httpd.include.conf: syntax error at /opt/otrs//Kernel/Config.pm line 148, near "NotificationAlwaysCcStateUpdate) " BEGIN not safe after errors--compilation aborted at /opt/otrs//Kernel/Config.pm line 177. Compilation failed in require at /opt/otrs/scripts/apache-perl-startup.pl line 28. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache-perl-startup.pl line 28. Compilation failed in require at (eval 149) line 1.

2 1

Assignment new eMails to an Customer-ID
by Timo Eckert 18 May '03

18 May '03

Hello, I have n future Request. I can assign Customer-IDs to similar eMail-Addresses. All I need is, that on new incoming eMails, OTRS check if an ID is already assigned to that eMail-Address and replace the ID with the eMail-Address. -- Mit freundlichem Gruß / best regards Timo Eckert.

2 2

statistics (diagramm) under redhat 8.0
by Denis Heitbrock 16 May '03

16 May '03

hi, i installed the redhat 8.0 rpm under redhat 8.0. when i run the stats (mkStats.pl) i got the following message: Can't locate GD.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at ./mkStats.pl line 36. BEGIN failed--compilation aborted at ./mkStats.pl line 36. what can i do to get the stats running? thxxx for help. best regards, denis heitbrock

3 6

Loop protection
by Alex Mihicinac 15 May '03

15 May '03

Hi all, One more question :) How mail loop protection works? I made the following test: - mail arrives to otrs from mailing-list - other maillist watchers need to see replys from otrs, so i set BCC to maillist address - but now i get all BCCs to OTRS like followups? Where is the loop protection here? How come it don't ignore such loop? Thanks! Lp, Alex

2 3

Perl & GD lib
by Alex Mihicinac 15 May '03

15 May '03

Hi all, I have Perl 5.6.1 installed and I'm wondering if it's recommended to upgrade it to Perl 5.8? All about that, because I get this error when generating stats graph: ---- ld.so.1: /usr/bin/perl: fatal: relocation error: file /opt/gnu/lib/perl5/site_perl/5.6.1/i86pc-solaris/auto/GD/GD.so: symbol gdImagePngPtr: referenced symbol not found Killed ---- I've installed all perl modules which are listed in INSTALL text. Best regards, Alex

2 1

Mysql config problem
by George Zullich 14 May '03

14 May '03

Hi, I am hoping someone can shed some light on an issue I am having with ORTS 3 installation. I am installing on a Win2K system. All has installed properly (Perl/Apache2/mod_perl), until the SQL config section. C:\>cd /d d:\mysql D:\mysql>mysql -u root -p password -e 'create database otrs' D:\mysql>mysql -u root -p password otrs < d:\otrs\scripts\database\otrs-schema.mysql.sql D:\mysql>mysql -u root -p password otrs < d:\otrs\scripts\database\initial_insert.sql D:\mysql>mysql -u root -p -e 'GRANT ALL PRIVILEGES ON otrs.* TO otrs@localhost IDENTIFIED BY "some-pass" WITH GRANT OPTION;' D:\mysql>mysqladmin -u root -p password reload I have tried this in all the dirs and there doesn't appear to any commands available to execute the command. I have tried to manually create the dB's with MyAdmin and WinMySql and there is no way to build the dBs or assign rights. I have also tried to install phpMyadmin without success. Any thoughts? TIA Cheers, George Zullich

2 1

FW: Cron <otrs@server> $HOME/bin/GenericAgent.pl >> /dev/null
by Paul 14 May '03

14 May '03

Hi all, I received the following e-mail via cron today. It seems to occur whenever I put a ticket into our Spam queue (which is set up with GenericAgent.pl to delete messages) that hasn't been closed (I think). Any ideas on how to debug/fix it? Thanks, Paul -----Original Message----- From: Cron Daemon Sent: Saturday, May 10, 2003 9:20 PM To: root Subject: Cron <otrs@server> $HOME/bin/GenericAgent.pl >> /dev/null Use of uninitialized value in concatenation (.) at /otrs/Kernel/System/Ticket/SendNotification.pm line 40.

2 4

Multiple Attachments in a Response/Note
by Adrian McCray 14 May '03

14 May '03

When creating a note (or an empty answer for that matter) how do you more than one attachment to the note/answer for a particular ticket? Example 1. Customer creates a ticket. 2. Issue that customer is a known problem that is fixed with an executable and a PDF document explaining how to apply the fix. 3. Agent intends to send FIX.EXE and EXPLAIN.PDF to the customer via the agent web frontend. How do I send both files in the same response? Adrian McCray LAN Manager

3 4

update a ticket via email
by Alex Zheng 13 May '03

13 May '03

Hi, All, Is there anyway you can update a (existing) ticket via email? (so that user /agent do not have to login into otrs web interface at all?) Thanks.

2 1

More than one Ticket identifier & ticket keyword
by Alex Mihicinac 13 May '03

13 May '03

Hello! I have two questions: 1) is it possible to have different Ticket identifiers (for each queue one Ticket identifier)? # (To set the Ticket identifier. Some people want to # set this to e. g. 'Call#', 'MyTicket#' or 'TN'.) $Self->{TicketHook} = 'foobar#'; e.g. Queue1 -> Subj: [ foo #: 1243343 ] Queue2 -> Subj: [ bar #. 4384389 ] 2) is there any way to add some kind of keywords to ticket - to make statistics more specific (for e.g. "mark" ticket with keyword PC to define all tickets related with PC support) Any hint more than welcome! Thanks! Best regards, Alex P.S. OTRS rocks!

3 7

Wishlist :)
by Alex Mihicinac 13 May '03

13 May '03

Hi all, I have one small thing to add it on to the wishlist. It would be nice if there would be a indicator of ticket/article size (maybe attachment size also), just for reference; if someone sends you some .doc file and size is 0, you know there is something wrong with it. Thanks, Best regards, Alex Mihicinac

2 1

Add note to another one's ticket
by Ovidiu Constantin 13 May '03

13 May '03

Scenario: Tickes has owner operator X. Operator Y adds a note to the ticket. When viewed, the note reads: From: Y To: Y Subject: Note! when it should read: From: Y To: X 10x, Ovidiu

2 1

Ticket unlocks when moved to another queue
by Ovidiu Constantin 13 May '03

13 May '03

As as I said in $SUBJ, is this a feature? It does not seem right... 10q Ovidiu

2 1

RE: [otrs] problem with multi hosting setup
by jimmy zhao 13 May '03

13 May '03

Hi Martin, I have tested with your suggestion. There are some error messages. PerlOptions +ParseHeaders +Parent --> Invalid per-directory PerlOption: Parent (only allowed per-server) PerlInterpMaxRequests 1 --> PerlInterpMaxRequests not allowed here PerlInterpStart 1 --> PerlInterpStart not allowed here PerlInterpMax 1 --> PerlInterpMax not allowed here PerlSwitches -Mlib --> PerlSwitches not allowed here Maybe it's because that my mod_perl2 package is not updated? Curently, I have mod_perl-1.99_05-3 and Apache/2.0.40 on my system. Thanks, Jimmy >Hi Jimmy, > >On Sat, May 10, 2003 at 11:48:30AM -0700, jimmy zhao wrote: >> I have two mysql schemas for two otrs instances. But, >> very luckily, I found out how to make it work. >> >> In my httpd.conf, besides what I showed you in my >> first email, I also have following two parts: >> >> <Location /otrs> >> # ErrorDocument 403 /otrs/customer.pl >> ErrorDocument 403 /otrs/index.pl >> SetHandler perl-script >> PerlHandler ModPerl::Registry >> Options +ExecCGI >> PerlOptions +ParseHeaders >> </Location> >> >> and: >> >> <Location /otrs2> >> # ErrorDocument 403 /otrs2/customer.pl >> ErrorDocument 403 /otrs2/index.pl >> SetHandler perl-script >> PerlHandler ModPerl::Registry >> Options +ExecCGI >> PerlOptions +ParseHeaders >> </Location> >> >> After I comment out the second part, two instances >> otrs work fine now. :) >This is because the name space is shared. I never tested to split the >names space in mod_perl2. But it should work like: ><Location /otrs> > ErrorDocument 403 /otrs/index.pl > SetHandler perl-script > PerlHandler ModPerl::Registry > Options +ExecCGI > PerlOptions +ParseHeaders +Parent > PerlInterpMaxRequests 1 > PerlInterpStart 1 > PerlInterpMax 1 ></Location> ><Location /otrs2> > ErrorDocument 403 /otrs2/index.pl > SetHandler perl-script > PerlHandler ModPerl::Registry > Options +ExecCGI > PerlOptions +ParseHeaders +Parent > PerlInterpMaxRequests 1 > PerlInterpStart 1 > PerlInterpMax 1 ></Location> >Source: >http://perl.apache.org/docs/2.0/user/config/config.html -=> Parent >Feedback would be fine! :) >PS: Better would be "PerlSwitches -Mlib" with virtual hosts. >> Jimmy > Martin __________________________________ Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo. http://search.yahoo.com

2 1

Feature Request | Optional Ticket Names
by Holger 13 May '03

13 May '03

Our agents have to work with many open tickets at the same time. For a better overview they are working with the lite queue view. But now they have to zoom each ticket to remind the content! Wouldn't it be useful to add an optional ticket-name for each ticket? Holger -- <holger(a)blitzwuerfel.de>

1 0

Session problem in OTRS 1.1.1?
by Andreas Haase 13 May '03

13 May '03

Hello, this week we installed the new version of OTRS and all seemed to work fine. But now we realized some strange behaviour. 1. If I zoom into a ticket, I see the history of it in short links above the ticket content. But if I click on "E-Mail external" or whatever, I get the login screen. After logging in again, the right screen is being displayed. That happens reproducable, the session timeout can not be expired. 2. If I open a ticket via phone view, I can select the ticket owner and the queue. If I leave out the owner, the ticket is locked by me anyway. There is no chance for others to lock it until I unlock it. If the ticket is opened via mail, all behaves in the right way. Are there any config options regarding this issues? Bye, Andreas Haase EastLink GmbH -- -------------- professional INTERNET services ------------- EastLink GmbH - Leipziger Strasse 46 - D-09113 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

2 3

Error in AgentPhone
by Uwe Ahrendt 10 May '03

10 May '03

Helo, I'am found this error in the AgentPhone Module: Zeile: 181 Zeichen 17 Fehler ';' erwartet Code 0 URL: .../index.pl?Action=AgentPhone I think, this is a javascript error.. By Torro

3 2

problem with multi hosting setup
by jimmy zhao 10 May '03

10 May '03

Hi there, I have searched the mailing list and followed what it is said in the manual doc. But, somehow, still can not make it work. I'm using OTRS1.1, Apache/2.0.40 and mod_perl-1.99_05-3 on Redhat 8 box. I have installed two OTRS instances otrs and otrs2. In the httpd.conf, I have: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin"Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs"Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl ScriptAlias /otrs2/ "/opt/otrs2/bin/cgi-bin"Alias /otrs2-web/ "/opt/otrs2/var/httpd/htdocs"Perlrequire /opt/otrs2/scripts/apache2-perl-startup.pl In /opt/otrs/scripts/apache2-perl-startup.pl, I have: use lib "/opt/otrs";use lib "/opt/otrs/Kernel/cpan-lib"; In /opt/otrs2/scripts/apache2-perl-startup.pl, I have: use lib "/opt/otrs2";use lib "/opt/otrs2/Kernel/cpan-lib"; I have also modified two Kernel/Config.pm. One has $Self->{SystemID} = 10; And the other one has:$Self->{SystemID} = 20; The problem is that http://hostname/otrs/index.hmtl and http://hostname/otrs2/index.html are total the same if I load two otrs instances. Both are running the first instance in httpd.conf. If I run each instance seperately, each instance is running okay. One has session id 10****. And the other one has session id 20****. I'm wondering that what else I should modify or update. Thanks in advance for the help!Jimmy --------------------------------- Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo.

3 3

Change State Notify Format
by Adam Denenberg 10 May '03

10 May '03

Hi, I have selected the option to notify the customer of a state change of the ticket. However i cannot find where to change the contents of this email. ANybody know where to customise this? thanks adam

2 1

OTRS Installer Sought (help a non-programmer out?)
by Josh 10 May '03

10 May '03

I have been searching for over a week to try to find the best ticket system/customer support script. Thankfully I finally landed at http://otrs.org/feature Are there any experienced installers who can donate an installation for me? I am a poor non-web programmer. If not, I will get have to get quotes from unknown programmers, who might not know OTRS very well. The specs of my hosting are at www.getahostnow.com Thanks in Advance for a cool tool (even if no one can volunteer aid!) Joshua

2 1

Downloading Duplicative Email
by Tarek Dimachkie 10 May '03

10 May '03

It appears that OTRS is having difficulty downloading email responses from previously answer trouble tickets. The incoming response email is downloaded from the POP3 email server at every update but the other emails that arrived after it are not downloaded. A long list of new emails starts to compile on the POP3 email server but nothing is delivered to OTRS. The same response email is downloaded every 10 minutes. Sample response email Subject Line: "Re: [Ticket#: 2003050810000149] Re: Can't connect to web [...]" The configuration files are standard and have not been modified. Running OTRS 1.0.2

2 1

RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 10 May '03

10 May '03

Would there be any way to change this so the ticket is still viewable from the regular queue view but simply has some marker on it that flags to the non-owner that it is locked? The one way I've found to get at locked tickets of a different owner is by searching by owner and selecting that very ticket... -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, May 01, 2003 6:09 PM To: otrs(a)otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 02:45:52PM -0400, DTerrell(a)Delphi-Tech.com wrote: > Beautiful, I'll use the note->external here. Another question about the > locking, it seems odd that after a ticket is locked it seems to go to a > different queue. We definately like the locking ticket idea, but the No. The ticket is still in the same queue but not shown in the QueueView (because it's locked - not available to work on it). > ability to view others' locked tickets and possibly add notes to that ticket > (via follow-up email instead of directly into the ticket perhaps?) would be > nice. Like I said before we collaborate on just about everything that comes > in, unless its minor, in which case the ticket would most likely be closed > by the first person to pick it up. The customer is able to add "everytime" notes (follow-up via email or web interface). It's also possible to add notes (via agent interface) to tickets where the owner isnt' the current user. The ticket owner will get an notification with the agent note in it. > -Dave Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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

2 1

PHP as login interface
by Maarten Engelen 09 May '03

09 May '03

Hi all, I have a question concerning the possibility to integrate OTRS in an already existing PHP web frontend. We have a customer backend and i'm eager to use otrs as our ticket support system. Of course the backend has it's own authorisation system (based on php sessions). My questions is if it is possible to have otrs use the data of the php session. As i rather don't have the situation in which my clients have to use a seperate login for the ticket system. Has anyone has tried this before? Or are there some guidelines anyone can give in making the authorisation module for otrs myself? Thanks in advance, Maarten

2 1

speller
by Alex Mihicinac 09 May '03

09 May '03

Hi all, I'd like to know if there is any way making speller use private dictionary words too (besides primary catalogue dictionaries). Ispell supports that. Private dictionariy is stored in ~/ispell_language file (plain text). Best regards, Alex

2 1

Type-o in default e-mail reply
by DTerrell＠Delphi-Tech.com 09 May '03

09 May '03

Guys, Could someone help me locate this and perhaps fix it? <snip> *** THIS IS JUST A NOTE *** The state of your ticket '1010062' has been chaned by </snip> last I knew, 'chaned' is not how to spell changed :-) and many people have commented on that. -Dave

3 2

RE: [otrs] Out of office admins?
by Erik Mathis - ATL Dunwoody Staff 08 May '03

08 May '03

Since we all touch each others tickets at one time or another, I have queues setup like > Erik's Queue But they are not personal queues I have them move the ticket into their queue before they start to work the ticket. I have also disabled ticket locking as best as I can. Also, you can use the View All tickets and sort by UID. You could also have the tech assign the ticket to someone else before they leave. Or the admin can snatch the ticket from the tech in question. OTRS will do what you want, you just have to be a little creative on how you implament it. Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu -----Original Message----- From: Gary Traffanstedt [mailto:otrs@traffanconsulting.com] Sent: Saturday, May 03, 2003 1:39 PM To: otrs(a)otrs.org Subject: [otrs] Out of office admins? How can I assign each admin a unique login for tracking purposes, yet allow all admins to view each incoming support request whether it's new or a reply to an existing ticket? My problem is that if Admin #1 replies to a concern and then he has a couple days off and the user replies to his message, he won't get it until he's back at work. If he goes on vacation for a week or two, that could be quite a while. So I need a way for other admins to be able to see all new entries as well as replies so that if something comes in for a particular person but he/she is not in the office, it can still get resolved in a timely fashion. Any ideas or solutions that you could pass along? Thank you!! Gary _______________________________________________ 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

1 0

RE: [otrs] Request: User Aliases
by DTerrell＠Delphi-Tech.com 08 May '03

08 May '03

Actually, I was thinking more along the lines of aliasing from the Customer User list as opposed to a whole new address book. I understand it could be confusing, but not having the functionality of aliasing seems a loss to me. Many times more then one person is involved in a ticket, be it their managers or other clients they have for which they've escalated the problem. We'd like to continue informing these people of whatever the situation is... -Dave -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Thursday, May 08, 2003 3:37 AM To: otrs(a)otrs.org Subject: Re: [otrs] Request: User Aliases On Thu, May 08, Martin Edenhofer wrote: > On Mon, May 05, 2003 at 03:06:17PM -0400, DTerrell(a)Delphi-Tech.com wrote: > > As part of working with OTRS, when adding a follow-up empty e-mail or what > > have you, we'd like to be able to CC people. Although the ability is there, > > would there be any way to use aliases for those addresses as opposed to > > writing in the whole address. For example, I have the user login dat, his > > e-mail address is dterrell(a)delphi-tech.com, but instead of writing in the > > whole address I'd like to be able to just put in 'dat' and have OTRS look > > through the customer user list for that login... > > Hmmm... you need an address book! I don't know if this is a good idea > for a default installation. It's confusing for agents if the agent can > select customers to CC. > > Any other opinions? I don't think that it is a good idea either. Gruss Stefan Wintermeyer -- Stefan Wintermeyer I'm a doctor, not an escalator. (McCoy) "Star Trek" _______________________________________________ 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

2 1

1.1.1 "Can't Connect To..."
by L. Mark Stone 08 May '03

08 May '03

I'm seeing errors in the system log every 10 minutes from Facility OTRS-PM3-7 with message "Can't connect to". I see in the /opt/otrs/.procmailrc file there is a line that tries to pull mail for the OTRS user from mail.example.com. If I comment out this line, the system log error messages continue. I have two POP3 email accounts set up. OTRS pulls from both accounts just fine. What could be causing this error? What else does OTRS need to connect to every 10 minutes? I did not see this with 1.0.2. Thanks for a great product, Mark _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

2 2

Solving the Outlook Express subject replacement problem
by Paul 08 May '03

08 May '03

Hi, Is it possible (I ask before digging too far in the configuration file) to replace the colon that precedes the ticket number with a hyphen? For example, instead of: [ID#: 20020505000001] Have OTRS use: [ID#-20020505000001] It seems that regardless of the length of a ticket identifier, Outlook express will replace the text in the subject line preceding the first colon, in our case "[ID#:" is replaced with "Re:" I will continue to explore defaults.pm and see if there's something I'm missing, but I don't recall seeing that configuration option. Thanks, Paul

3 4

Request: User Aliases
by DTerrell＠Delphi-Tech.com 08 May '03

08 May '03

As part of working with OTRS, when adding a follow-up empty e-mail or what have you, we'd like to be able to CC people. Although the ability is there, would there be any way to use aliases for those addresses as opposed to writing in the whole address. For example, I have the user login dat, his e-mail address is dterrell(a)delphi-tech.com, but instead of writing in the whole address I'd like to be able to just put in 'dat' and have OTRS look through the customer user list for that login... -Dave

3 2

Email-address customer user
by Wolfgang Ebneter 08 May '03

08 May '03

Hi, I got an error when I tried to insert an email address like xyz(a)osnabrueck.de for a customer user. The error is : Fehler: Email address (xyz(a)osnabrueck.de) not valid (invalid xyz(a)osnabrueck.de (mx)! )! I checked that this is valid address. If I for testing put my email address in the field no error is encountered. Please shed a light onto this. I'm using otrs 1.0rc1 on SUSE-linux. Wolfgang

3 2

PostMasterPOP3.pl error message
by Serge ALGAROTTI 08 May '03

08 May '03

Hello, we try OTRS since a few days. Everything works well, except that we have a error mesage, we doesn't understand. The error is from PostMasterPOP3.pl We have 9 pop3 account for OTRS (and only 9) When we run manually or by cron, we have a message: ================================================================== $HOME/bin/PostMasterPOP3.pl -d 22 No messages (otrs-log(a)log.cma.fr) Connection to log.cma.fr closed. ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed May 7 15:40:54 2003 Message: Can't connect to Traceback (22199): Module: main::FetchMail (v1.9) Line: 130 Module: /web/Public-support/otrs/bin/PostMasterPOP3.pl (v1.9) Line: 106 ================================================================== The line 106 is: [...] else { %List = $CommonObject{POP3Account}->POP3AccountList(Valid => 1); foreach (keys %List) { my %Data = $CommonObject{POP3Account}->POP3AccountGet(ID => $_); FetchMail(%Data); <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< } } [...] the log of the pop server for this 9 accounts is good: popper[16505]: Stats: otrs-log 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16506]: Stats: sauvegarde 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16507]: Stats: windows 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16508]: Stats: linux 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16509]: Stats: unix 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16510]: Stats: imprimante 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16511]: Stats: developpement 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16512]: Stats: reseau 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16513]: Stats: eudora 0 0 0 0 www-bis.cma.fr 193.54.112.24 All the 9 pop3 accounts works and everything works, except the ennoying message. We not use fetchmail, we have only declared the 9 pop3 account with the menu admin pop3account and there are only this 9 accounts for the menu Pop3 Account Management OTRS 1.1.1 Redhat 7.2 Perl v5.6.1 built for i386-linux thank for your help Best regards -- Serge Algarotti Ecole des Mines de Paris CEMEF/EII ps: the complete display of PostMasterPOP3.pl: $HOME/bin/PostMasterPOP3.pl -d 22 No messages (otrs-log(a)log.cma.fr) Connection to log.cma.fr closed. ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed May 7 15:40:54 2003 Message: Can't connect to Traceback (22199): Module: main::FetchMail (v1.9) Line: 130 Module: /web/Public-support/otrs/bin/PostMasterPOP3.pl (v1.9) Line: 106 No messages (sauvegarde(a)log.cma.fr) Connection to log.cma.fr closed. Message 1/2 (windows(a)log.cma.fr) Message 2/2 (windows(a)log.cma.fr) Connection to log.cma.fr closed. No messages (linux(a)log.cma.fr) Connection to log.cma.fr closed. No messages (unix(a)log.cma.fr) Connection to log.cma.fr closed. No messages (imprimante(a)log.cma.fr) Connection to log.cma.fr closed. No messages (developpement(a)log.cma.fr) Connection to log.cma.fr closed. No messages (reseau(a)log.cma.fr) Connection to log.cma.fr closed. No messages (eudora(a)log.cma.fr) Connection to log.cma.fr closed. =============================================================== -- Serge Algarotti ENSMP CEMEF [CNRS UMR 7635]

2 1

User Comment Bug
by Alex Mihicinac 08 May '03

08 May '03

Hi all, I've notice a small bug in User Management interface. After adding new user I cannot see field Comment anymore - I mean it's always empty, even if I enter some comment when adding new user. Is this bug or just me? Best regards, Alex P.S. I have OTRS1.1.1-01 running flawless on SunOS 5.8 ! :-) (even install docs are pretty much linux only) :-)

2 1

Out of office admins?
by Gary Traffanstedt 08 May '03

08 May '03

How can I assign each admin a unique login for tracking purposes, yet allow all admins to view each incoming support request whether it's new or a reply to an existing ticket? My problem is that if Admin #1 replies to a concern and then he has a couple days off and the user replies to his message, he won't get it until he's back at work. If he goes on vacation for a week or two, that could be quite a while. So I need a way for other admins to be able to see all new entries as well as replies so that if something comes in for a particular person but he/she is not in the office, it can still get resolved in a timely fashion. Any ideas or solutions that you could pass along? Thank you!! Gary

3 3

RE: [otrs] POP3 messages extracted twice
by Erik Mathis - ATL Dunwoody Staff 08 May '03

08 May '03

I would try telnet'ing into your POP3 server and do a manual session. This link http://www.faqs.org/rfcs/rfc1939.html will explain how to use the manual commands check and delete emails. So send a test message and see if you see 2 messages the same size. Also check to see if if your .fetchmailrc is configured correctly. Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu -----Original Message----- From: Viktor [mailto:viktor@hostventures.com] Sent: Tuesday, May 06, 2003 12:05 AM To: otrs(a)otrs.org Subject: [otrs] POP3 messages extracted twice Just installed OTRS V1.1.1 It is working fine, but for some reason every message is extracted twice from POP3 queue. The PostMasterPOP3.pl output looks like this: Message 1/1 (test(a)hostventures.com) Message 1/1 (test(a)hostventures.com) The two distinct Ticket numbers generated and also two replies sent back to user. At this point I tried everything I could think about in OTRS configuration. Any ideas?

3 2

ArticleStorageFS
by Jim Wight 08 May '03

08 May '03

If TicketStorageModule is set to 'Kernel::System::Ticket::ArticleStorageFS' which part of the filesystem is used for storage? It doesn't seem to be configurable. Is that the case? Jim

2 1

Bug?
by Ovidiu Constantin 08 May '03

08 May '03

Hello, I noticed that no mail was entering the system for some hours, even though we were receiving it in our mailboxes. Here's the situation: root@mailroute:/opt/otrs/bin# ./PostMasterPOP3.pl Message 1/86 (bitdefender@dsd.ro@192.168.5.2) Quantifier follows nothing before HERE mark in regex m/* << HERE *asasdd(a)hotmail.com/ at /opt/otrs/Kernel/System/PostMaster/DestQueue.pm line 65. Any ideas? Running OTRS 1.1.0 RC1 10x, Ovidiu

2 2

Sending from other email address
by Charles R. "Rusty" Thompson 08 May '03

08 May '03

Just so I'm clear (sorry about the html posts earlier.. changing servers, email addresses and software all in one day leaves some work behind to clean up!) We like to keep a copy of all support emails on our local machines but still want to use otrs. We were hacked last tiem around (not otrs' fault.. mine) so we didn't have an immediate recovery routine. Currently we (the support team) all check support(a)indysoft.com and leave messages on the server for 5 days. Once otrs is back online though, it will delete our messages and kill our 'active backup'. With our current structure all I can do is forward support to other email addresses so what I'm thinking is doing something like this: support(a)indysoft.com forwards to otrs(a)indysoft.com and supportgroup(a)indysoft.com Then a client machine checks supportgroup(a)indysoft.com .. that's our backup OTRS checks otrs(a)indysoft.com and can clear it This resolves our issues. However... I would like to ensure that OTRS only checks otrs(a)indysoft.com but when it sends out it shows as support(a)indysoft.com . I would prefer that the support team not have to manually select the outgoing address to completely eliminate the chance of publishing the otrs@ address. Is this possible? Even if I have to hack the code to do it I will. Not scared. :) Charles

2 1

"Connection failed at .... CheckItem.pm line 68"
by Anna Sotnichenko 07 May '03

07 May '03

OTRS 1.1.1 on XP, Apache 1.3.27 Hi. All, I'm new to OTRS and to Apache, just installed both on my computer. The error happens when I enter new user info and submit the form. It looks like "Internal Server Error" in browser. When I check error.log it shows "connection failed at C:/Program Files/Apache Group/otrs//Kernel/System/CheckItem.pm line 68". Line 68 in CheckItem.pm looks like this: .................................. if (Email::Valid->address( -address => $Param{Address}, -mxcheck => $Self->{ConfigObject}->Get('CheckMXRecord') || 0, )) { .................................. I checked, that Email::Valid package is installed in my Active Perl configuration. Does anybody have any clue what I should do next? Thanks, Anna Sotnichenko

2 1

DB errors
by Christian Lox 07 May '03

07 May '03

Hi! OTRS 1.1.1 is installed for evaluating purposes. Since it was an update and rpm -U did not seem to work, we deleted the old version and did fresh install. Now I find the following in the Log: [Mon May 5 12:49:27 2003] null: DBD::mysql::st execute failed: You have an error in your SQL syntax near ') AND sq.valid_id in ( 1 )' at line 1 at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 228. ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon May 5 12:49:27 2003 Message: You have an error in your SQL syntax near ') AND sq.valid_id in ( 1 )' at line 1, SQL: 'SELECT sq.id, sq.name FROM queue sq, group_user sug, groups sg WHERE sug.user_id = 3 AND sug.group_id = sg.id AND sq.group_id = sg.id AND sg.id IN ( ) AND sq.valid_id in ( 1 )' Traceback (32640): Module: Kernel::System::Queue::GetAllQueues (v1.28) Line: 232 Module: Kernel::Modules::AgentPreferences::Form (v1.18) Line: 94 Module: Kernel::Modules::AgentPreferences::Run (v1.18) Line: 66 Module: Apache::ROOThelpdesk_2ewtal_2etrend_2dservice_2ede::otrs::index_2epl::handler (v1.58) Line: 608 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon May 5 12:49:27 2003] null: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 250. Any hint appreciated, Christian

2 1

Mail Checking Questions
by Charles R. "Rusty" Thompson 06 May '03

06 May '03

1) The guys here were wondering if there was a way to allow OTRS to leave a copy of messages on the server yet still remember what it had already downloaded. Does this functionality exist or could it be implemented in a future release? and... 2) Is it possible to read mail from one account but send it out where it appears to come from another... say... incoming request(a)mydomain.com but auto-replies and support follow-ups come from support(a)mydomain.com I know.. it's weird.. just a question though. :) Charles

2 1

POP3 messages extracted twice
by Viktor 06 May '03

06 May '03

Just installed OTRS V1.1.1 It is working fine, but for some reason every message is extracted twice from POP3 queue. The PostMasterPOP3.pl output looks like this: Message 1/1 (test(a)hostventures.com) Message 1/1 (test(a)hostventures.com) The two distinct Ticket numbers generated and also two replies sent back to user. At this point I tried everything I could think about in OTRS configuration. Any ideas?

1 0

Problems with 1.1
by Aaron Downing 05 May '03

05 May '03

Greeting and thanks to all who subscribe to this list, I have recently 'upgraded' my OTRS installation and am having problems. I originally wanted to dump my old installation as it was a test run anyways. I did the following to attempt to reinstall the 1.1.0 version of OTRS on my SUSE distro: 1. My un-installation #I did this to uninstall the previous version of OTRS Rpm -e otrs #I then deleted the OTRS database but not the OTRS user (I did this via webmin/mysql server/otrs/drop database. After backing up the .sql and files in case I needed to import it later for some reason). 2. Attempting to install again: I simply installed the new version of OTRS via Yast with no complaints. After this my apache webserver service will not start- It gives the following errors: #Restarting Apache Starting httpd [ PERL PHP4 ]/usr/sbin/rcapache: line 206: 7545 Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf $MODULES >/var/log/httpd/rcapache.log 2>&1 #I attempted to check /usr/sbin/rcapache for what was occurring but I am no expert and this script simply starts Apache. I used the command vi /usr/sbin/rcapache +206 and I have included the code for that 'area' of the script below. #204 echo "Usage: $0 {start|stop|status|try-restart|restart|force-reload|reload|probe}" #205 exit 1 #206 esac I am certain it has something to do with OTRS because if I then 'rpm -e otrs' I can then start my apache server again...wtf. I am going to try nuking everything otrs related and installing the old version to see if this works and I will post back tommorow or later today with the results. I am by no means an expert of Linux or Apache, I am actually quite a beginner and this endeavor to create an on-line support solution for my company has been teaching me well. If anyone can please direct me to which area I need to turn toward to repair this problem I would appreciate it.

2 1

Leaving Messages On Server
by Charles R. "Rusty" Thompson 05 May '03

05 May '03

1) The guys here were wondering if there was a way to allow OTRS to leave a copy of messages on the server yet still remember what it had already downloaded. Does this functionality exist or could it be implemented in a future release? and... 2) Is it possible to read mail from one account but send it out where it appears to come from another... say... incoming request(a)mydomain.com but auto-replies and support follow-ups come from support(a)mydomain.com I know.. it's weird.. just a question though. :) Charles

1 0

OTRS Meeting at LinuxTag (Karlsruhe, Germany) - 12th July
by Stefan Wintermeyer 05 May '03

05 May '03

Hi, maybe some of you have allready read about it. There will be an OTRS talk at the famous LinuxTag in Karlsruhe. For those of you who speak German here are some details: http://www.linuxtag.org/2003/de/conferences/talk.xsp?id=53 I'd like to take this chance to initiate a little come together with OTRS users. The talk ends at 18:00 o'clock. So that is quite perfect to go to a restaurant and have dinner. Martin should be there too. So this is your big chance to meet all of us and to discuss all the hidden OTRS features (just kidding) and to give some direct feedback. Please send me a private e-mail in case you will join. That will ease the planing of this a lot. In case somebody wants to sponsor this evening feel free to do so. I am looking forward to meet you guys at the LinuxTag. PS. For the US residents who won't be there: We will do something similar at the LinuxWorld in San Francisco (seperate e-mail). take care Stefan -- Stefan Wintermeyer I knew it. He's the One. (Tank) "The Matrix"

1 0

Release 1.1.1
by Hans Scheffers 05 May '03

05 May '03

Hi Martin Maybe i am doing something wrong but I have three remarks on the new release: - When the customer has an attachment it doesn't show up with the agent - Closing a ticket doesn't give a notice to the user automatically - The customer doesn't see his history of tickets when logged in although the setting for this is yes greetz Hans Scheffers JifLin B.V. Leliestraat 7 7151 GH Eibergen http://www.jiflin.nl

3 4

OTRS on FreeBSD with qmail
by Taki Shirayanagi 04 May '03

04 May '03

Hello, I have tried to setup OTRS on FreeBSD with qmail. Everything has worked except getting the mail to go into OTRS. When I send mail to my account that is attached to OTRS I get this error message. May 3 20:52:45 copper qmail: 1052020365.543059 delivery 10967: deferral: Invali d_conversion_in_sprintf:_"_v"_at_/usr/local/www/data-dist/otrs/Kernel/System/Log .pm_line_97./ERROR:_OTRS-PM-10_Perl:__vd_OS:_freebsd_Time:_Sat_May__3_20:52:45_2 003//_Message:_Can't_write_/usr/local/www/data/otrs/var/log/TicketCounter.log:_P ermission_denied//_Traceback_(78010):_/___Module:_Kernel::System::Ticket::Number ::DateChecksum::CreateTicketNr_(v1.8)_Line:_95/___Module:_Kernel::System::PostMa ster::NewTicket::Run_(v1.38)_Line:_76/___Module:_Kernel::System::PostMaster::Run _(v1.31)_Line:_229/___Module:_/usr/local/www/data-dist/otrs/bin/PostMaster.pl_(v 1.13)_Line:_89//Can't_write_/usr/local/www/data/otrs/var/log/TicketCounter.log:_ _at_/usr/local/www/data-dist/otrs/Kernel/System/Ticket/Number/DateChecksum.pm_li ne_99./ Any suggestions on how to fix this? thanks, Taki

3 2

Windows Perl Modules on Linux?
by Gary Traffanstedt 04 May '03

04 May '03

Hi guys! I keep getting error message telling me that I need Windows Perl modules and I'm running this on a RedHat Linux server. This is the error that I get: Can't locate Win32/Registry.pm in @INC What is the correct procedure for telling the system that it's on Linux and that there are not any Win32 modules available to it? Thank you, Gary

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Apache Config
by Christian Lox 04 May '03

04 May '03

Hi! Maybe slighlty off-topic? I am trying to setup OTRS in an Apache virtual host but cant get it to work. Any help appreciated, maybe even example configs? Thanks in advance, Christian

2 1

PostMasterPOP3.pl error
by Bryan Fullerton 04 May '03

04 May '03

I just upgraded to v1.1.1 today - any thoughts on what causes this error when PostMasterPOP3.pl is run from cron? Thanks, Bryan Begin forwarded message: > ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: freebsd Time: Sat May 3 19:40:02 > 2003 > > Message: No TypeID for StateUpdate found! > > Traceback (93443): > Module: Kernel::System::Ticket::History::HistoryTypeLookup (v1.7) > Line: 49 > Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: > 74 > Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 > Module: Kernel::System::PostMaster::FollowUp::Run (v1.27) Line: 138 > Module: Kernel::System::PostMaster::Run (v1.31) Line: 204 > Module: main::FetchMail (v1.9) Line: 168 > Module: /usr/local/otrs/bin/PostMasterPOP3.pl (v1.9) Line: 106 > > ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: freebsd Time: Sat May 3 19:40:02 > 2003 > > Message: Need HistoryTypeID! > > Traceback (93443): > Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: > 82 > Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 > Module: Kernel::System::PostMaster::FollowUp::Run (v1.27) Line: 138 > Module: Kernel::System::PostMaster::Run (v1.31) Line: 204 > Module: main::FetchMail (v1.9) Line: 168 > Module: /usr/local/otrs/bin/PostMasterPOP3.pl (v1.9) Line: 106 >

2 2

help
by Dominique Dejonghe 03 May '03

03 May '03

Hi, I just downloaded OTRS. It looks great; But I want to install it on my providers account (I do not have a webserver). Has anybody experience with putting OTRS running on a hosted service. More in detail, I use www.flexihostings.net tx in advance for your advice Dominique

2 1

New Theme Problem
by L. Mark Stone 03 May '03

03 May '03

OK, we created a new theme as per the instructions, and it looks great--once you login! How do you get the index.pl file to display the opening login page using the new theme? Thanks! _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

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Re: [otrs] Admin Oddity in OTRS 1.1.1
by Alex Kelly 02 May '03

02 May '03

Thanks for the response, Yes I do use mozilla. I have been working in OTRS adding users all afternoon and have not seen any problems. So this does not appear to be a reproduceable problem. I am using mod_perl on apache, so I am guessing that I changed something, and then forgot to restart the webserver that was causing this. So I am not seeing the problem anymore. Thanks, Alex >>> martin(a)edenhofer.de 05/02/03 02:58PM >>> Alex, On Thu, May 01, 2003 at 04:33:16PM -0400, Alex Kelly wrote: > I have just installed OTRS 1.1.1, and while adding users, I keep > getting the following displayed on my page...The content is still > being delivered, and everything seems to be getting into the > Database just fine...but I keep getting this: > 127 > Moved > The document has moved here. > > Apache/1.3.27 Server at sysadmin.franklin.edu Port 443 > 0 HTTP/1.1 200 OK Date: Thu, 01 May 2003 20:35:31 GMT Server: Apache/1.3.27 [...] Is this reproduceable? Do you use mozilla as web-browser? > Alex Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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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Seg Fault With 1.1.1 Upgrade
by L. Mark Stone 02 May '03

02 May '03

We were running version 1.0.2 just fine, and upgraded to 1.1.1. When we get to "rcapache start", we get: Starting httpd [ PERL PHP4 ] /usr/bin/rcapache: line 206: 3828 Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf $MODULES > /var/log/httpd/rcapache.log 2>&1 Syntax OK Line 206 of rcapche is the end; it reads "esac". If I comment out the line in apache-httpd.include.conf that reads: "Perlrequire /opt/otrs/scripts/apache-perl-startup.pl" then Apache restarts just fine, and OTRS seems to run OK. We never saw this with 1.0.1 or 1.0.2. System is running SuSE 8.1 Professional on a Compaq 6400R. Danke, Mark _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

2 1

Admin Oddity in OTRS 1.1.1
by Alex Kelly 02 May '03

02 May '03

I have just installed OTRS 1.1.1, and while adding users, I keep getting the following displayed on my page...The content is still being delivered, and everything seems to be getting into the Database just fine...but I keep getting this: 127 Moved The document has moved here. Apache/1.3.27 Server at sysadmin.franklin.edu Port 443 0 HTTP/1.1 200 OK Date: Thu, 01 May 2003 20:35:31 GMT Server: Apache/1.3.27 (Unix) mod_perl/1.27 mod_ssl/2.8.12 OpenSSL/0.9.6g PHP/4.3.0 X-Powered-By: OTRS 1.1.1 - Open Ticket Request System (http://otrs.org) X-Wanted: I think you are smart. I'm looking for smart people! Expires: Tue, 1 Jan 1980 12:00:00 GMT Cache-Control: no-cache Pragma: no-cache Keep-Alive: timeout=15, max=99 Connection: Keep-Alive Transfer-Encoding: chunked Content-Type: text/html; charset=iso-8859-1; 2181 We are running Apache with SSL, and I force http://servername.com to https://servername.com, which could be playing a part in this...though I never saw this on 1.1.0 RC2. Has anyone else seen this? Anyone know how to fix it? Alex

2 1

Attachment locations
by DTerrell＠Delphi-Tech.com 02 May '03

02 May '03

I've done a search on the list about attachments, and it seems I'm the only one...where are the attachments stored _exactly_? A lot of people at my company like to attach screen shots, and since we haven't yet addressed the default they use bitmaps which are rather large. I may have some issues addressing these attachments... -Dave

2 1

Can't have two POP accounts of the same login
by Wes Plate 02 May '03

02 May '03

*This message was transferred with a trial version of CommuniGate(tm) Pro* We're currently using 1.02. We're in the middle of a mail server change-over, and while DNS records update, mail is getting sent to two locations. So I need OTRS to check mail on two different POP servers, but I get an error from OTRS when I try to add a second POP account that has the same login name as the already existing one. Has this changed in 1.1? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Read review of Automatic Composition Import FCP at Creative Cow... http://www.creativecow.net/articles/hofmann_jerry/auto_duck_rev/index.html

2 1

QueueView v Mailbox format
by Jim Wight 02 May '03

02 May '03

I like the minimal Mailbox layout in which only "From", "To" and "Subject" are displayed, and would prefer it for QueueView too as more tickets are visible at once when looking for a particular one, or simply choosing one to work on. I hacked the code in an earlier version to achieve the effect (I don't think I even included "To"), but I haven't the stomach to keep on doing it. An option would be nice. Jim

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RE: [otrs] How to extend OTRS?
by Hochsteger Andreas /INFO-MA 02 May '03

02 May '03

Hi! Here are some more questions: * Where do I have to register new *.dtl files to be displayed? * How can I url-encode content (Article::Subject, Article::Text), to be used in a link? * Is there somewhere an explanation for *.dtl files (syntax, methods, ...)? Excuse me, if those things have been answered before, but I didn't find anything. Bye, Andreas -----Ursprüngliche Nachricht----- Von: Hochsteger Andreas /INFO-MA [mailto:Andreas.Hochsteger@oeamtc.at] Gesendet: Freitag, 02. Mai 2003 16:17 An: otrs(a)otrs.org Betreff: [otrs] How to extend OTRS? Hi! I'd like to work on Bug 128 (Integration with Bugzilla, http://bugs.otrs.org/show_bug.cgi?id=128) and would need some guidance, on how to get started with extending OTRS. Here are my questions: What do I have to take care of, if I want to ... * extend the DB schema? - Which files are involved? - How should I do it (manually vs. install/update script)? * add new features to the web frontend - Which files are involved? - What has to be done to support theming/styles? * want to make things configurable? - Which config files are meant for which config data? - How do I access them? - How do I make them configurable via the admin interface? Is there somewhere a developer howto? Thanks, Andreas Hochsteger _______________________________________________ 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

2 1

How to extend OTRS?
by Hochsteger Andreas /INFO-MA 02 May '03

02 May '03

Hi! I'd like to work on Bug 128 (Integration with Bugzilla, http://bugs.otrs.org/show_bug.cgi?id=128) and would need some guidance, on how to get started with extending OTRS. Here are my questions: What do I have to take care of, if I want to ... * extend the DB schema? - Which files are involved? - How should I do it (manually vs. install/update script)? * add new features to the web frontend - Which files are involved? - What has to be done to support theming/styles? * want to make things configurable? - Which config files are meant for which config data? - How do I access them? - How do I make them configurable via the admin interface? Is there somewhere a developer howto? Thanks, Andreas Hochsteger

1 0

Update File Link?
by L. Mark Stone 02 May '03

02 May '03

I'm probably going blind, but where is the link (or actual file) that describes how to update a system running 1.0.2 to 1.1 without losing the current database? The announcement letter mentions the file, but doesn't (that I saw) provide a link, or mention a location. I also couldn't find the update file browsing around the ftp site, nor in the 1.1 User Manual. Thanks! We are very excited to upgrade! _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

3 5

closed ticket email
by Adam Denenberg 02 May '03

02 May '03

Hello, Does anybody know how to set it up so OTRS sends an automatic email about a closed ticket. I want to email the customer saying that i figured out the problem.. Customer says thank you it worked. Then i close the ticket and the want the customer to get an email saying the ticket has been closed. Right now that doesnt happen. anybody know how to do this? thanks adam

3 2

Installation of 1.1 failed
by Charles R. "Rusty" Thompson 01 May '03

01 May '03

Not sure what's up.. I wiped my SuSE system and reinstalled 8.1. Directly downloaded 1.1 and installed. When I run rcapache restart I get a segmentation fault at 208 in the rcapache script (esac) Any ideas? CT

2 1

first login error
by Adam Denenberg 01 May '03

01 May '03

i am getting this on my first login.. DBD::mysql installed successfully and so did the mysql db's.. however getting this in the error log running 1.0.2 on redhat 7.3 thanks [Wed Apr 30 15:51:00 2003] index.pl: DBD::mysql::st execute failed: You have an error in your SQL syntax near ') AND login = 'root@localhost'' at line 1 at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 192. ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Wed Apr 30 15:51:00 2003 Message: You have an error in your SQL syntax near ') AND login = 'root@localhost'' at line 1, SQL: 'SELECT pw, id FROM system_user WHERE valid_id in ( ) AND login = 'root@localhost'' Traceback (7394): Module: Kernel::System::Auth::DB::Auth Line: 88 Module: Kernel::System::Auth::Auth Line: 60 Module: /opt/otrs/bin/cgi-bin/index.pl Line: 183 [Wed Apr 30 15:51:00 2003] index.pl: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 205. any ideas? thanks adam

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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 01 May '03

01 May '03

Beautiful, I'll use the note->external here. Another question about the locking, it seems odd that after a ticket is locked it seems to go to a different queue. We definately like the locking ticket idea, but the ability to view others' locked tickets and possibly add notes to that ticket (via follow-up email instead of directly into the ticket perhaps?) would be nice. Like I said before we collaborate on just about everything that comes in, unless its minor, in which case the ticket would most likely be closed by the first person to pick it up. Please also keep in mind we're newbies to this system, I appreciate all of your time greatly. -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, April 30, 2003 2:40 PM To: otrs(a)otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 01:22:42PM -0400, DTerrell(a)Delphi-Tech.com wrote: > Thanks for the follow-up, knowing this, is there any harm in using > note-external? The way we're trying to do this, since this is replacing an > existing (non-existant) e-mail based helpdesk setup (as in, it was just all > e-mails, no tracking), we all like to see all the tickets, but respond > individually. Its the colaborative effort, since there's only four of us, > that gets all these things done. Being able to reply to agent e-mails isn't > available, adding notes would be...any suggestions on how we might go about > this? Right now we have the default queue and individual queues...but we've > all setup that the custom queue shows each-others' queue. Also, we don't > lock tickets, at least we try not to, but sometimes they still lock (any way > around that, too?). * If you don't want to send emails to the customer us the note-external. It's not active by default because some people was wondering because the customer got no email by adding an external note. * There is no workaround for not locking a ticket if somebody is working on it. Because the locking is one of the main ideas of OTRS. > -Dave Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

Very nice, I feel I have contributed in some way...I'm beginning to get a list of things, 'nice to have's if you will. Another that just came in is in the event someone would like to be notified that their ticket has been closed, and other customer users should be notified as well, would there be a way to close and CC or notify other users? -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, April 30, 2003 2:31 PM To: otrs(a)otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 12:31:22PM -0400, DTerrell(a)Delphi-Tech.com wrote: > While working with OTRS is has become apparent, especially in our companies > alpha-stage testing of it, that we need to contact the customer users. I > think it would be good to also have a customer users grouping, and something > similar to the 'admin email' function, except to email customer users. * The 'contact customer' feature is on the todo list. * You can group customer users by CustomerID. * I added the enhance of AdminEmail with customer user to the todo list (misc - not scheduled yet/nobody is working on it yet). > TIA > -Dave Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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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Multi-Agent use question
by Wes Plate 30 Apr '03

30 Apr '03

Right now I am the only "Agent", but that is soon to change. If I reply to a ticket, I become the "owner", right? So any follow-ups are directed to ME and to no other agents, right? What would be the procedure to put one of these follow-ups back into the queue? Or to direct it to a specific agent? I can imagine I can handle the first inquiry, but a follow-up may require that another agent take over, so I'd like to know how that is done. Thank you. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Now shipping Automatic Composition Import for Mac AND Windows! http://www.automaticduck.com/products/index.html

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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

Thanks for the follow-up, knowing this, is there any harm in using note-external? The way we're trying to do this, since this is replacing an existing (non-existant) e-mail based helpdesk setup (as in, it was just all e-mails, no tracking), we all like to see all the tickets, but respond individually. Its the colaborative effort, since there's only four of us, that gets all these things done. Being able to reply to agent e-mails isn't available, adding notes would be...any suggestions on how we might go about this? Right now we have the default queue and individual queues...but we've all setup that the custom queue shows each-others' queue. Also, we don't lock tickets, at least we try not to, but sometimes they still lock (any way around that, too?). Thanks for helping the newb -Dave -----Original Message----- From: Robert Kehl [mailto:otrs@robertkehl.de] Sent: Wednesday, April 30, 2003 12:57 PM To: otrs(a)otrs.org Subject: AW: [otrs] Customer User Groups & Broadcast e-mails > Also, in using 1.1.0rc2 there isn't the ability to write Note-External? > What am I doing wrong. > > TIA > -Dave Nothing. See this from last Friday on the same list. Regards, Rob -----Ursprungliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Martin Edenhofer Gesendet: Freitag, 25. April 2003 16:19 An: otrs(a)otrs.org Betreff: Re: [otrs] 1.1.0-RC2 Note type in 'Note' Hi Jim, On Fri, Apr 25, 2003 at 03:08:22PM +0100, Jim Wight wrote: > The only Note type offered when adding a note is note-internal. It was > the same in RC1. We changed the default note type selection to 'note-internal' (only) because 'note-external' and 'note-report' was confusing the users. -=> Note should just used for Agent<->Agent communication (not Agent<->Customer)! If you know this and you want to have the 'note-external' and 'note-report', add the followig to Kernel/Config.pm [...] $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; [...] > Jim Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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 _______________________________________________ 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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Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

While working with OTRS is has become apparent, especially in our companies alpha-stage testing of it, that we need to contact the customer users. I think it would be good to also have a customer users grouping, and something similar to the 'admin email' function, except to email customer users. Just a thought. Perhaps its already there, since I've seen so much already in OTRS (great job!). Also, in using 1.1.0rc2 there isn't the ability to write Note-External? What am I doing wrong. TIA -Dave

2 1

Feature Request
by Covert, Jake 30 Apr '03

30 Apr '03

It the 'customer' section of the administrative area, can you put a little area giving some information about the total number of users our system has? Like something at the top of the Customer User Management screen that says: "You currently have 467 customers on the OTRS system" Thanks Jake www.jakecovert.com

2 1

1.1.0-RC2 Ticket Number Generation
by Jim Wight 30 Apr '03

30 Apr '03

We want ticket numbers to be as short as possible so that they don't swamp mail message Subject lines. As an experiment while testing 1.1.0-RC1 I changed SystemID to 1 and TicketNumberGenerator to AutoIncrement, and promptly started getting ticket numbers of the form 100005, which was fine. This morning, after upgrading to RC2, ticket numbers have suddenly jumped to starting at 110001. Why is that? What will happen when 1.1.0 proper comes out next week? Jim

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AW: [otrs] Customer User Groups & Broadcast e-mails
by Robert Kehl 30 Apr '03

30 Apr '03

> Also, in using 1.1.0rc2 there isn't the ability to write Note-External? > What am I doing wrong. > > TIA > -Dave Nothing. See this from last Friday on the same list. Regards, Rob -----Ursprungliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Martin Edenhofer Gesendet: Freitag, 25. April 2003 16:19 An: otrs(a)otrs.org Betreff: Re: [otrs] 1.1.0-RC2 Note type in 'Note' Hi Jim, On Fri, Apr 25, 2003 at 03:08:22PM +0100, Jim Wight wrote: > The only Note type offered when adding a note is note-internal. It was > the same in RC1. We changed the default note type selection to 'note-internal' (only) because 'note-external' and 'note-report' was confusing the users. -=> Note should just used for Agent<->Agent communication (not Agent<->Customer)! If you know this and you want to have the 'note-external' and 'note-report', add the followig to Kernel/Config.pm [...] $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; [...] > Jim Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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

1 0

Cron.sh
by Network Operations 30 Apr '03

30 Apr '03

Hello All: I run the "Cron.sh start" script as otrs user. Everything its working fine so far. My only question is how can I add the Cron.sh script to the startup of my redhat 7.2 server so everytime I reboot the script execute "Cron.sh start with the otrs user ? Thanks a lot !

2 1

Help!
by Aaron Downing 30 Apr '03

30 Apr '03

Please help I have updated several packages on my SuSe box (I did an online update). When I did this I was also attempting to change the default password for OTRS via my webmin. After I changed the password for the SQL I changed the /Kernel/Config.pm to reflect the password change. After that I get a bunch of garbled text. If it is another language I do not have the character support to see what it is. I will be going over the documentation but if anyone knows how to fix my supposed simple problem look here: http://support.misok.com OTRS is under the 'support login'. Thanks for reading my question, Aaron

2 1

PhoneView and attachments
by Jim Wight 30 Apr '03

30 Apr '03

A colleague wonders why the addition of attachments is not offered when creating a ticket from PhoneView. Jim

2 1

Customer Print option?
by Jim Wight 30 Apr '03

30 Apr '03

If I were a customer I think I would want the Print option that agents have, so that I could see the whole of a ticket thread at once, and optionally print it. Any chance? Jim

2 1

feature request (quick-close on tickets)
by Christopher Allen [BigFatPipe.Net] 30 Apr '03

30 Apr '03

Greetings, OTRS is awesome. So, with that, a feature request... Right now, if we want to close out a ticket without adding notes, it appears we need to go into a notes screen then actually click the "store" button to store the closed ticket. The feature request would be to add a "close and store" option from the ticket listing screen, whereby with one click we could close out a ticket. :) If this already exists and I'm missing it, or it is in the RC2 release, let me know and I'll adapt. :) -CA

2 1

RE: [otrs] New Ticket Notifications
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

Robert, Right on, I was reading the text wrong. I'm guessing these guys don't have the default queue setup as one of their custom queues. Thanks for your help. -Dave -----Original Message----- From: Robert Kehl [mailto:otrs@robertkehl.de] Sent: Wednesday, April 30, 2003 10:29 AM To: otrs(a)otrs.org Subject: AW: [otrs] New Ticket Notifications > Hi list, Hi Dave, > I'm having a problem with OTRS 1.1.0-rc2, it seems I'm the only > one of four > people to recieve new ticket notifications. I've sent out admin > emails and > such, they reach the other agents fine, it seems just to be new ticket > notifications. I've checked their user settings 5 times over, all the > groups and everything, they all are the same (as my account). > Thoughts/suggestions? :-) Look at the user settings again: The queue(e) the notification should be send from - are these 'custom queues' to your agents? If not, they won't receive a note: Just underneath "[ New ticket notification ]" on http://localhost/otrs/index.pl?Action=AgentPreferences you find: "Send me a notification if there is a new ticket in my custom queues" You set the CQ on the righthand side of the window. Just a thought, Robert http://robertkehl.de/otrs/ _______________________________________________ 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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New Ticket Notifications
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

Hi list, I'm having a problem with OTRS 1.1.0-rc2, it seems I'm the only one of four people to recieve new ticket notifications. I've sent out admin emails and such, they reach the other agents fine, it seems just to be new ticket notifications. I've checked their user settings 5 times over, all the groups and everything, they all are the same (as my account). Thoughts/suggestions? :-) -Dave

2 1

Solaris or HPUX
by Covert, Jake 30 Apr '03

30 Apr '03

Does anyone know if OTRS will run on Solaris or HPUX? Jake Covert

2 1

OTRS v1.1.0 release
by Alex Mihicinac 30 Apr '03

30 Apr '03

Hi all, I'm wondering... Will it be published today? Because yesterday there was the same saying like today "Tomorrow is the day! Tomorrow we will publish OTRS 1.1!"? Lp, --alexm

2 1

OTRS first login
by Taki Shirayanagi 29 Apr '03

29 Apr '03

Hello, I juset setup OTRS on my box running FreeBSD 4.8. I was able to login the first time fine with http://mydomain/otrs/index.pl. After I logged out I could not log back in with root@localhost and root as the password. I did the instructions to reset the password back to root but when I login I still get SessionID invalid! Need user data! Any suggestions? Thanks, Taki

2 1

Spell Checker dialog box footer links
by Covert, Jake 25 Apr '03

25 Apr '03

Spell checker dialog box: The footer of the 'Spell Checker' dialog box that comes up has three seemingly unnecessary links: ----------------- Queue View / Phone View / and the up arrow ----------------- Considering that you really only want people to close this window after they're done doing the spell checking, are these necessary? Cheers, Jake

2 1

RE: [otrs] 1.1.0-RC2 Ticket Number Generation
by Covert, Jake 25 Apr '03

25 Apr '03

Restart the apache web server. (Mac OS 10.2) System Preferences --> Sharing --> turn off 'Personal Web sharing' and turn it back on. -----Original Message----- From: Wes Plate [mailto:wes@automaticduck.com] Sent: Friday, April 25, 2003 12:27 PM To: OTRS On 4/25/03 7:54 AM, "Jim Wight" wrote: >> Can you tell me how you did that? > > $Self->{TicketHook} = 'SN'; > > in Kernel/Config.pm. Thank you! After making changes like this, does OTRS need to be "re-launched"? If yes, is there a way to do that other than re-starting the computer? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Reviewed in DV magazine's September 2001 issue, FOUR Stars! http://www.dv.com/magazine/2001/0901/hullfish0901.html _______________________________________________ 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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Autoreply on closure
by Covert, Jake 25 Apr '03

25 Apr '03

Sorry to bother again, but I don't have access to the admin area of the 1.1,rc2 demo area. Couple of questions for the new version: 1) Is it possible to have an auto-reply to the customer on ticket close? 2) Is it possible to have different auto-reply closure notices based on whether the ticket was closed successfully or unsuccessfully. (Maybe an 'auto-response' <--> 'ticket state' mapping?) 3) Is it possible to have different auto-reply closure notices based queues? Cheers, jake

2 1

Customer display of CustomerID
by Jim Wight 25 Apr '03

25 Apr '03

Why is the CustomerID displayed on every line in the customer's 'My Tickets' view? Is it not the case that a customer can only see the tickets identified by their CustomerID? Isn't it a waste of space to have it on every line? If is it necessary to have it at all, which I'm not convinced about, wouldn't once, say on the 'Welcome' line, be enough? I would rather see more space allocated to 'Subject', which often gets truncated. Jim

2 1

RE: [otrs] 1.1.0-RC2 Note type in 'Note'
by Covert, Jake 25 Apr '03

25 Apr '03

Is there any way to have it presented to the customer as just 'Note' (as in an alias for which every one we choose [Note Internal / Note External] in the config.) and have it correctly displayed back to the admins as whatever type it really is? Jake www.jakecovert.com -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Friday, April 25, 2003 11:34 AM To: otrs(a)otrs.org On Fri, Apr 25, 2003 at 11:24:09AM -0400, Covert, Jake wrote: > With only one type of note available to the customer, wouldn't it be > more clear to just rename the title of the 'Note Internal' or 'Note > External' or whatever to just 'Note', so as not to confuse the users? But if you have just 'Note' then many users (agents) think this note is viewable from the customer. > Jake Covert > www.jakecovert.com Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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

2 1

RE: [otrs] 1.1.0-RC2 Note type in 'Note'
by Covert, Jake 25 Apr '03

25 Apr '03

With only one type of note available to the customer, wouldn't it be more clear to just rename the title of the 'Note Internal' or 'Note External' or whatever to just 'Note', so as not to confuse the users? Cheers, Jake Covert www.jakecovert.com -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Friday, April 25, 2003 10:19 AM To: otrs(a)otrs.org Hi Jim, On Fri, Apr 25, 2003 at 03:08:22PM +0100, Jim Wight wrote: > The only Note type offered when adding a note is note-internal. It was > the same in RC1. We changed the default note type selection to 'note-internal' (only) because 'note-external' and 'note-report' was confusing the users. -=> Note should just used for Agent<->Agent communication (not Agent<->Customer)! If you know this and you want to have the 'note-external' and 'note-report', add the followig to Kernel/Config.pm [...] $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; [...] > Jim Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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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RE: [otrs] Home button in 1.1rc1
by Covert, Jake 25 Apr '03

25 Apr '03

Home button --> looks great. Agent Mailbox --> works fine. Customer Interface, 'Show Closed Tickets' --> This now works correctly, but the drop down dialog box that lets you choose which option you'd like, always has 'Yes' as the default state, regardless of whether the current 'Show Closed Tickets' state is 'No' or not. Little thing, I know, but... Not sure if this could make it into this version, but I'll ask anyways: Is there any way you could have an admin preference to set the number of graphs (months) shown on the Stats page. (this probably already has a config.pm option somewhere... :-) Great work! Cheers, Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, April 24, 2003 4:15 PM To: otrs(a)otrs.org Hi Jake, On Wed, Apr 23, 2003 at 08:07:16AM -0400, Covert, Jake wrote: > I was looking at the 1.1, rc1 demo system on your website and noticed > the "Home" button is missing from the top of the admin interface. > Which page is now the 'home' page that gets refreshed per preferences? > (could you make it 'Mailbox'. That way we could sit in the 'locked > tickets' area?) The "Home" button is now the [OTRS] link (it's more highlighted in RC2). I also added the refresh to the AgentMailbox screen. > Also, in the customer interface area, I was having a really hard time > (as in, I couldn't do it) setting the 'Show Closed Tickets' preference to 'No'. I fixed it. Thanks! > Jake Covert > Www.jakecovert.com Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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

3 2

unable to send email from OTRS
by Karthik Palaniappan 25 Apr '03

25 Apr '03

Hello Everyone, We installed OTRS 1.0.2 in Win32. It was smooth. Thanks for the nice documentation. We are unable to reply to a ticket. Our SMTP server did not receive email sent by OTRS. It is able to receive email sent from command prompt (echo "subject: test 123" | c:/cygwin/usr/sbin/sendmail vmc(a)vmcdev6.dev.vmc.wvu.edu) OTRS does not report any error. But the emails do not reach the destination. otrs.log file contains the following. [Wed Apr 23 19:34:14 2003][Debug][Kernel::System::Ticket::SendArticle::SendArticle][204] Sent email to 'vmc(a)vmcdev6.dev.vmc.wvu.edu' from 'OTRS System <karthik(a)vmcdev6.dev.vmc.wvu.edu>'. HistoryType => SendAnswer, Subject => [Ticket#: 2003042210000052] Re: test 123; Our config.pm file contains the following: # FQDN # (Full qualified domain name of your system.) $Self->{FQDN} = 'vmcdev6.dev.vmc.wvu.edu'; # AdminEmail # (Email of the system admin.) $Self->{AdminEmail} = 'vmc(a)vmcdev6.dev.vmc.wvu.edu'; # SendmailModule # (Where is sendmail located and some options. # See 'man sendmail' for details.) $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = 'c:/cygwin/usr/sbin/sendmail -t -i -f '; Apache error log does not contian any clue. Thanks in advance for your help. Thanks, Karthik ps: when we change the databasehost from localhost to vmcdev6.dev.vmc.wvu.edu we get otrs(a)192.168.0.7 not authorized. Any light on that?

2 1

OTRS stress test
by Alex Mihicinac 25 Apr '03

25 Apr '03

Hi all, I've just made a OTRS stress test by sending 1000 random generated e-mails (with random number of body parts/attachs). I must say, that OTRS handled it very well, but I noticed one problem - in queue view I have 67 pages of tickets and the funny thing is, that I can see tickets only in fist 8 pages, all the other pages are empty? Howcome? Also if I perform search for those tickets (all of them were sent from one single e-mail address) I get only fist 250 tickets found, where are all the others? I really don't have a clue here, please help! Regards, Alex

2 3

1.1.0-RC2 Note type in 'Note'
by Jim Wight 25 Apr '03

25 Apr '03

The only Note type offered when adding a note is note-internal. It was the same in RC1. Jim

2 1

OTRS 1.1 RC2!
by Martin Edenhofer 24 Apr '03

24 Apr '03

Hi, this is the second release candidate of OTRS 1.1. Changes: ======== - (2003/04/24) added refresh time to AgentMailbox screen (refresh time still exists for QueueView) - (2003/04/24) fixed "show closed tickets" in customer interface (http://lists.otrs.org/pipermail/otrs/2003-April/001508.html) - (2003/04/24) fixed max shown tickets in QueueView (default now 1200) (http://lists.otrs.org/pipermail/otrs/2003-April/001505.html) - (2003/04/23) fixed missing filename (default index.pl) for download of attachments using Kernel/System/Ticket/ArticleStorageFS.pm (http://lists.otrs.org/pipermail/otrs/2003-April/001491.html) - (2003/04/22) fixed bug 123 - E-mail address with simple quote http://bugs.otrs.org/show_bug.cgi?id=123 - (2003/04/18) added RH8 IPC (shm id 0) workaround (create dummy shm) - (2003/04/17) fixed AgentStatusView (1st ticket is actually the 2nd) - (2003/04/17) added Firstname/Lastname of agents to ticket history Change log: =========== http://otrs.org/cgi-bin/cvsweb.cgi/otrs/CHANGES?rev=1.78&content-type=text/… Download: ========= ftp://ftp.otrs.org/pub/otrs/ ftp://ftp.gwdg.de/pub/misc/otrs/ ftp://ftp.samurai.com/pub/otrs/ Bugreports: =========== http://bugs.otrs.org/ (Thanks!) Upgrading from 1.0 to 1.1: ========================== Read the UPGRADING and INSTALL files. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson

1 0

Home button in 1.1rc1
by Covert, Jake 24 Apr '03

24 Apr '03

I was looking at the 1.1, rc1 demo system on your website and noticed the "Home" button is missing from the top of the admin interface. Which page is now the 'home' page that gets refreshed per preferences? (could you make it 'Mailbox'. That way we could sit in the 'locked tickets' area?) Also, in the customer interface area, I was having a really hard time (as in, I couldn't do it) setting the 'Show Closed Tickets' preference to 'No'. Great job guys! Jake Covert Www.jakecovert.com

2 1

Problem [Debian] Kernel/System/Log.pm line 129
by cfreak202 24 Apr '03

24 Apr '03

Hello, I have a BIG problem with otrs. (Versions: 1.1.0.rc1 and 1.0.2-01) I try'd to install it for over 2 hours now, i read the docu's and also http://lists.otrs.org/pipermail/otrs/2003-February/000869.html installer.pl runs without any problems, but if i open index.pl and give my username, it says: Internal Server Error (500) /var/log/apache-ssl/error.log: Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 129. [Fri Apr 18 23:56:07 2003] [error] [client 80.145.238.4] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl /etc/passwd otrs:x:1008:100:OTRS user:/opt/otrs/:/bin/bash www-data:x:33:33:www-data:/var/www:/bin/sh /etc/group users:x:100: www-data:x:33:otrs /etc/shadow www-data:*:12147:0:99999:7::: otrs:!:12160:0:99999:7::: ls -l /opt/otrs -rw-r--r-- 1 otrs users 21704 Mar 9 18:26 CHANGES -rw-r--r-- 1 otrs users 18009 Feb 8 14:53 COPYING -rw-r--r-- 1 otrs users 1555 Feb 8 14:53 CREDITS -rw-r--r-- 1 otrs users 5299 Feb 15 14:54 INSTALL -rw-r--r-- 1 otrs users 1160 Feb 8 14:53 INSTALL.RedHat -rw-r--r-- 1 otrs users 1144 Feb 8 14:53 INSTALL.SuSE drwxr-xr-x 8 otrs users 288 Apr 18 23:39 Kernel -rw-r--r-- 1 otrs users 7532 Feb 8 14:53 README -rw-r--r-- 1 otrs users 987 Feb 8 14:53 README.application-module -rw-r--r-- 1 otrs users 3068 Feb 8 14:53 README.database -rw-r--r-- 1 otrs users 2559 Feb 8 14:53 README.dtl -rw-r--r-- 1 otrs users 3539 Feb 8 14:53 README.webserver -rw-r--r-- 1 otrs users 104 Mar 9 19:14 RELEASE -rw-r--r-- 1 otrs users 1279 Feb 8 14:53 TODO -rw-r--r-- 1 otrs users 1859 Feb 8 14:53 UPGRADING drwxr-xr-x 3 otrs users 960 Mar 9 19:14 bin drwxr-xr-x 3 otrs users 496 Mar 9 19:15 doc drwxr-xr-x 3 otrs users 72 Mar 9 19:14 install drwxr-xr-x 2 otrs users 912 Mar 9 19:14 scripts drwxr-xr-x 11 otrs users 272 Mar 9 19:14 var ls -l /opt/otrs/Kernel/System ... drwxr-xr-x 2 500 users 104 Mar 9 19:14 Log -rw-r--r-- 1 500 users 4282 Feb 8 14:53 Log.pm ... Can you plz help me? Cfreak202 computerfreak202(a)yahoo.de

3 2

Setting Ticket Reminders
by Adrian McCray 24 Apr '03

24 Apr '03

Hello all! Quick question. Using RH 7.3 and ORTS 1.0.2 (Sunset Beach) RPM install. Everything is working fine.......except for a seemingly minor issue. During evaluating OTRS, I set a ticket with a "pending reminder" option. After the timeout period had expired, I began receiving Notification Messages. I clicked on the link, viewed the pending ticket, yet I continue to receive notification messages for this ticket. Am I doing something wrong? What is supposed to happen once the ticket has reced its remined time but is not supposed to be closed. Thank you in advance. Adrian McCray LAN Manager

2 3

BCC
by Ovidiu Constantin 24 Apr '03

24 Apr '03

We have set bcc to a "collective" email address, and what happens is that everybody get the notifications (owner change, unlocks). We would like that the bcc field be ignored when not sending outbound email. Is this possible? 10q, Ovidiu

2 1

FW: Internal Server Error
by Covert, Jake 23 Apr '03

23 Apr '03

I only get this error when I zoom in on certain tickets. Here is more detail from the /var/log/messages ======================================== Apr 22 10:58:21 <hostname_of_otrs_box> OTRS-CGI-10[2441]: [Error][Kernel::Modules::AgentZoom::Run][Line:158]: Got error 28 from table handler, SQL: 'SELECT sa.id, st.tn, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_body, st.create_time_unix, st.tn, st.user_id, st.ticket_state_id, st.ticket_priority_id, sa.create_time, stt.name as sender_type, at.name as article_type, su.login, sl.name as lock_type, sp.name as priority, tsd.name as state, sa.content_path, sq.name as queue, st.create_time as ticket_create_time, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.freekey1, st.freekey2, st.freetext1, st.freetext2, st.customer_id, sq.group_id, st.ticket_answered, sq.escalation_time, sa.a_content_type, sa.incoming_time, st.until_time FROM article sa, ticket st, article_sender_type stt, article_type at, system_user su, ticket_lock_type sl, ticket_priority sp, ticket_state tsd, queue sq WHERE sa.ticket_id = st.id AND sq.id = st.queue_id AND stt.id = sa.article_sender_type_id AND at. ======================================== Thinking it must be mysql related now. -----Original Message----- From: Covert, Jake Sent: Tuesday, April 22, 2003 8:00 AM To: 'otrs(a)otrs.org' I'm getting the following error and I'm not quite sure what it means. I'm using the following Redhat8 1.0.1 Any ideas? [Tue Apr 22 08:07:44 2003] [error] [client 130.175.169.157] [Tue Apr 22 08:07:44 2003] index.pl: DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 211., referer: http://<my_otrs_box>/otrs/index.pl?Action=AgentMailbox

3 2

Saving attachments
by Christoph Kaulich 23 Apr '03

23 Apr '03

Hello, I often receive emauils with attachments, most of them plain text files, when I try to look at them they are only offered for downloading as a binary mime type. In 1.1 they are now called index.pl in the file selection box. Can I change this behaviour? Christoph

2 1

Interaction between OTRS and Bugzilla
by Hochsteger Andreas /INFO-MA 23 Apr '03

23 Apr '03

Hi OTRS Users! Is it possible to connect OTRS tickets and bugzilla bugs somehow? I'm asking because we want to use OTRS to handle diverse phone and email requests. Some of the requests result in a bug report in bugzilla. It would be nice, if there would be some integration possible. Some examples: * Display a link to the Bugzilla bug and vice versa * Advanced: Close Ticket, when bug in Bugzilla is closed Thanks, Andreas Hochsteger

1 0

Theme ?
by Nicolas Ecarnot 23 Apr '03

23 Apr '03

Hello, On the demo pages, there is a nice themes with coloured icons that my boss liked very much. Is it possible to get this theme somewhere, or is it copyrighted trademarked protected $$$ ? ;o) -- Nicolas Ecarnot

2 2

Otrs 1.1 mod_perl2 Agent.pm Problem
by J M 22 Apr '03

22 Apr '03

Using otrs 1.1 with mod_perl2: The server encountered an internal error and was unable to complete your request. Error message: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Output/HTML/Agent.pm line 71. I could not see the error as I am not the greatest Perl programmer. Here is the line: my @QueuesNew = @{$Param{Queues}}; Thank you. __________________________________________________ Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo http://search.yahoo.com

2 1

maximum line length in 1.1
by Christoph Kaulich 22 Apr '03

22 Apr '03

Hello, I just installed OTRS 1.1, and it works fine. I vahe only one small problem: In the Queue View the maximum line length is not set. I have an email where the lines are not broken in Queue View, but are broken in detailed view. There the line length ist set to something aroung 95 ( I think). Bye Christoph

2 1

Another error...
by Ovidiu Constantin 22 Apr '03

22 Apr '03

What does these mean? Thank you, Ovidiu -------------- ERROR: OTRS-PendingJobs-1 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:45:02 2003 Message: No TypeID for StateUpdate found! Traceback (29301): Module: Kernel::System::Ticket::History::HistoryTypeLookup (v1.7) Line: 49 Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 Module: /opt/otrs-bullguard//bin/PendingJobs.pl (v1.7) Line: 85 ERROR: OTRS-PendingJobs-1 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:45:02 2003 Message: Need HistoryTypeID! Traceback (29301): Module: Kernel::System::Ticket::History::AddHistoryRow (v1.7) Line: 82 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 174 Module: /opt/otrs-bullguard//bin/PendingJobs.pl (v1.7) Line: 85

3 2

Error2 (PostmasterPop3.pl)
by Ovidiu Constantin 22 Apr '03

22 Apr '03

I get this error with 1.1.0.RC1 every time a new email is downloaded from the pop3 server. The email do get to the correct queue (Postmaster). Raw queue does not even exist. Is is necessary? 10q, Ovidiu Error is: ----------------- Subject: cron: $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-1 Perl: 5.6.1 OS: linux Time: Fri Apr 18 01:09:01 2003 Message: Found no $QueueID for Raw! Traceback (32074): Module: Kernel::System::Queue::QueueLookup (v1.27) Line: 329 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.9) Line: 98 Module: Kernel::System::PostMaster::Run (v1.31) Line: 116 Module: main::FetchMail (v1.8) Line: 168 Module: /opt/otrs-bullguard//bin/PostMasterPOP3.pl (v1.8) Line: 106

2 1

Changing customer ID if not owner
by Phil Davis 22 Apr '03

22 Apr '03

We have just upgraded to 1.1.0 RC1 (from Beta 0.5 !) and things all work fine but one difference which we noticed is that you can no longer update the customerId if you are not the ticket owner. Is there any way to configure this to allow non-owner changes again? We frequently assign tickets to people before setting the customerid. Also I think I found a bug in the Ticket status view. If you sort by Age descending then the most recent ticket is omitted from the results and the 1st ticket is actually the 2nd most recent ticket. -- Phil Davis IT Action

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Many questions
by Nicolas Ecarnot 22 Apr '03

22 Apr '03

Hello, I just installed OTRS 1.0.2 on a Mandrake 7.2 and it seems to work fine. As it is realy huge, it takes me lots of time to customize it. My first questions come from me and from my workmates that will use it and are demanding many features or way-to-do-that... * Time : Why can't we specify a fractionnal (?) unit time ? It would be so useful for us to count into hours, and to be able to specify 1.5 for "one hour and half", or 0.5 for half an hour... Where in the code is it checked ? * Often, we deal tickets together, but most of the time, only one people is on the problem. How can we do to see that this ticket is managed by this agent ? How can we sort this ? * Will the installation of the next version (in 14 days I think) be easy ? Easy upgrade ? * Next questions will follow, don't worry. * Thank you for OTRS, I think it will honestly *change* my life. -- Nicolas Ecarnot

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RE: [otrs] FW: Internal Server Error
by Covert, Jake 22 Apr '03

22 Apr '03

Unix Administration 101: Don't install otrs on your root partition. When / is at 100%, swap is no longer writable, and bad things start to happen. See below. Sorry to bother everyone. :-) Jake Covert -----Original Message----- From: Covert, Jake [mailto:jake.covert@eds.com] Sent: Tuesday, April 22, 2003 11:00 AM To: otrs(a)otrs.org I only get this error when I zoom in on certain tickets. Here is more detail from the /var/log/messages ======================================== Apr 22 10:58:21 <hostname_of_otrs_box> OTRS-CGI-10[2441]: [Error][Kernel::Modules::AgentZoom::Run][Line:158]: Got error 28 from table handler, SQL: 'SELECT sa.id, st.tn, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_body, st.create_time_unix, st.tn, st.user_id, st.ticket_state_id, st.ticket_priority_id, sa.create_time, stt.name as sender_type, at.name as article_type, su.login, sl.name as lock_type, sp.name as priority, tsd.name as state, sa.content_path, sq.name as queue, st.create_time as ticket_create_time, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.freekey1, st.freekey2, st.freetext1, st.freetext2, st.customer_id, sq.group_id, st.ticket_answered, sq.escalation_time, sa.a_content_type, sa.incoming_time, st.until_time FROM article sa, ticket st, article_sender_type stt, article_type at, system_user su, ticket_lock_type sl, ticket_priority sp, ticket_state tsd, queue sq WHERE sa.ticket_id = st.id AND sq.id = st.queue_id AND stt.id = sa.article_sender_type_id AND at. ======================================== Thinking it must be mysql related now. -----Original Message----- From: Covert, Jake Sent: Tuesday, April 22, 2003 8:00 AM To: 'otrs(a)otrs.org' I'm getting the following error and I'm not quite sure what it means. I'm using the following Redhat8 1.0.1 Any ideas? [Tue Apr 22 08:07:44 2003] [error] [client 130.175.169.157] [Tue Apr 22 08:07:44 2003] index.pl: DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 211., referer: http://<my_otrs_box>/otrs/index.pl?Action=AgentMailbox _______________________________________________ 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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Internal Server Error
by Covert, Jake 22 Apr '03

22 Apr '03

I'm getting the following error and I'm not quite sure what it means. I'm using the following Redhat8 1.0.1 Any ideas? [Tue Apr 22 08:07:44 2003] [error] [client 130.175.169.157] [Tue Apr 22 08:07:44 2003] index.pl: DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 211., referer: http://<my_otrs_box>/otrs/index.pl?Action=AgentMailbox

1 0

Delete Queue
by OTRS 20 Apr '03

20 Apr '03

This may sound stupid but how do you delete a Queue under the [Queue Management] if it's no longer needed ? Thanks -Brian

3 2

After installation first e-mail generated this error. Any ideas?
by Viktor Bekkerman 19 Apr '03

19 Apr '03

ERROR: OTRS-PM-10 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:42:49 2003 Message: No TypeID for normal found! Traceback (6798): Module: Kernel::System::Ticket::Priority::PriorityLookup Line: 49 Module: Kernel::System::Ticket::CreateTicketDB Line: 178 Module: Kernel::System::PostMaster::NewTicket::Run Line: 82 Module: Kernel::System::PostMaster::Run Line: 203 Module: /opt/otrs/bin/PostMaster.pl Line: 89 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket.pm line 189. DBD::mysql::db do failed: You have an error in your SQL syntax near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1 at /opt/otrs/Kernel/System/DB.pm line 140. ERROR: OTRS-PM-10 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:42:49 2003 Message: You have an error in your SQL syntax near ' 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1, SQL: 'INSERT INTO ticket (tn, create_time_unix, queue_id, ticket_lock_id, user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, valid_id, create_time, create_by, change_time, change_by) VALUES ('2003041810000293', 1050712969, 2, 1, 1, 1, , 1, 0, 1, current_timestamp, 1, current_timestamp, 1)' Traceback (6798): Module: Kernel::System::Ticket::CreateTicketDB Line: 197 Module: Kernel::System::PostMaster::NewTicket::Run Line: 82 Module: Kernel::System::PostMaster::Run Line: 203 Module: /opt/otrs/bin/PostMaster.pl Line: 89 ERROR: OTRS-PM-10 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:42:49 2003 Message: create db record failed!!! Traceback (6798): Module: Kernel::System::Ticket::CreateTicketDB Line: 212 Module: Kernel::System::PostMaster::NewTicket::Run Line: 82 Module: Kernel::System::PostMaster::Run Line: 203 Module: /opt/otrs/bin/PostMaster.pl Line: 89 New Ticket created! TicketNumber: 2003041810000293 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/PostMaster/NewTicket.pm line 98. TicketID: Priority: normal State: new ERROR: OTRS-PM-10 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:42:49 2003 Message: Need TicketID! Traceback (6798): Module: Kernel::System::Ticket::Article::CreateArticle Line: 49 Module: Kernel::System::PostMaster::NewTicket::Run Line: 105 Module: Kernel::System::PostMaster::Run Line: 203 Module: /opt/otrs/bin/PostMaster.pl Line: 89 ERROR: OTRS-PM-10 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:42:49 2003 Message: Need TicketID! Traceback (6798): Module: Kernel::System::Ticket::SetCustomerNo Line: 467 Module: Kernel::System::PostMaster::NewTicket::Run Line: 140 Module: Kernel::System::PostMaster::Run Line: 203 Module: /opt/otrs/bin/PostMaster.pl Line: 89 CustomerID: skywalker(a)otrs.org ERROR: OTRS-PM-10 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:42:49 2003 Message: Need TicketID! Traceback (6798): Module: Kernel::System::Ticket::State::SetState Line: 132 Module: Kernel::System::PostMaster::NewTicket::Run Line: 174 Module: Kernel::System::PostMaster::Run Line: 203 Module: /opt/otrs/bin/PostMaster.pl Line: 89 ERROR: OTRS-PM-10 Perl: 5.6.1 OS: linux Time: Fri Apr 18 20:42:49 2003 Message: Can't process email with MessageID <<20011221002814.A3599@avro>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (6798): Module: Kernel::System::PostMaster::NewTicket::Run Line: 179 Module: Kernel::System::PostMaster::Run Line: 203 Module: /opt/otrs/bin/PostMaster.pl Line: 89 ===== viktor(a)bekkerman.com http://www.bekkerman.com AOL ID: ViktorAtWork (9 to 5 EST) ViktorAtHome YahooID: vbekkerman ICQ: 25855469

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V1.1.0-RC1
by Alex Mihicinac 18 Apr '03

18 Apr '03

Hi, I've just managed to upgrade from 1.0.2 to 1.1.0 and everything went fine. Also login screen appears okay, but when i try to login, this message appears (I have rh8+apache2.0.40) Server error! The server encountered an internal error and was unable to complete your request. Error message: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Output/HTML/Agent.pm line 71. If you think this is a server error, please contact the <mailto:root@localhost> webmaster Error 500 Thu 17 Apr 2003 03:28:30 PM CEST Apache/2.0.40 (Red Hat Linux)

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Error (DeleteSessionIDs)
by Ovidiu Constantin 17 Apr '03

17 Apr '03

I got this loggin our and then logging-in again: Use of uninitialized value in addition (+) at /opt/otrs//bin/DeleteSessionIDs.pl line 88. I could not reproduce it, though. Any ideas? Ovidiu

1 0

1.1.0-RC1: Died at Kernel/System/Log.pm line 61
by Jim Wight 17 Apr '03

17 Apr '03

I've made a completely fresh start with 1.1.0-RC1 on a different machine. It is running the same version of Linux, but I've installed the latest versions of MySQL (4.0.12 v 3.23.55) and Apache (2.0.45 v 2.0.44). Whenever I access index.pl or customer.pl I get a server error, and the server error log contains the following: Premature end of script headers: index.pl Died at .../bin/cgi-bin/../../Kernel/System/Log.pm line 61. Line 61 is the last line of this block: # ipc stuff # -- if (eval "require IPC::SysV") { $Self->{IPC} = 1; $Self->{SystemID} = $Param{ConfigObject}->Get('SystemID'); $Self->{IPCKey} = "444423$Self->{SystemID}"; $Self->{IPCSize} = 4*1024; # init session data mem $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; which looks pretty much the same as in 1.0.1 What does it mean is going wrong? Jim

2 1

Redhat 8.0 installation
by Tavernier, Clayton 17 Apr '03

17 Apr '03

I confess that I'm far from a Linux expert. I've been trying to install OTRS on a Redhat 8.0 system via the tarball and the 7.3 rpm and not having much luck. Has anyone documented the process or should I just install on a Redhat 7.3 system to make it easier on myself? Thanks. Clayton

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Customer issue
by Daniel Balan 17 Apr '03

17 Apr '03

I try to use OTRS in a system where the customer can not register via web interface (customers are only sending emails to an address), so I must to register every new customer (via the web interface) . IS there a way to identify a registert customer from a not registerd customer ? Daniel Balan

2 3

Feature Request Customers
by Hans Scheffers 17 Apr '03

17 Apr '03

Hi, Is it possible to change the customer.pl, so a new user (create account) has to fill in more details as they have to do at the moment? I would like to let the customer also enter his adress, phone number and maybe also his bank information, so we have more ways to contact him then just email. Also the login is at the moment the same as the email-adress of the user, can this be changed also? greetz Hans Scheffers JifLin B.V. Leliestraat 7 7151 GH Eibergen

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RE: [otrs] Max email attachment size
by Covert, Jake 17 Apr '03

17 Apr '03

No. Using sendmail as an MTA w/ procmail. -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, April 17, 2003 11:34 AM To: otrs(a)otrs.org Hi Jake, On Wed, Apr 16, 2003 at 02:18:38PM -0400, Covert, Jake wrote: > Receiving. > -----Original Message----- > [...] > On Tue, Apr 15, 2003 at 08:25:10AM -0400, Covert, Jake wrote: > > Can someone help me find where the maximum email attachment size is > > set at? (1.0.1) > [...] I guess you use bin/PostMasterPOP3.pl? In OTRS 1.0 it's defined in bin/PostMasterPOP3.pl ~ line 35: [...] # MaxEmailSize my $MaxEmailSize = 1024 * 8; [...] -=> 8 MB In OTRS 1.1 you have a config option for that: [...] # PostMasterPOP3MaxSize # (max. email size) $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 6; [...] Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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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Mysql settings for attachments
by Christoph Kaulich 17 Apr '03

17 Apr '03

Hello, I want to add a standart attachment. When I click the stor button nothing happens, and there is no entry in my database. From the error_log I understand that maybe my pdf is larger than my database allows. Where can I adjust this setting ? Thanx Christoph

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RE: [otrs] Max email attachment size
by Covert, Jake 17 Apr '03

17 Apr '03

Receiving. -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, April 16, 2003 12:24 PM To: otrs(a)otrs.org Hi Jake, On Tue, Apr 15, 2003 at 08:25:10AM -0400, Covert, Jake wrote: > Can someone help me find where the maximum email attachment size is set at? > (1.0.1) What do you mean with "max. email attachment size"? For sending or receiving? > Jake Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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

2 1

Mod_perl apache 2 comment
by J M 17 Apr '03

17 Apr '03

I know that earlier I sent a message stating that Apache 2 and mod_perl was working. This is only partially true. I cannot get past the login screen. However, if the user is already logged in the pages work with mod_perl (albeit slowly). It is, so far, only at the login screen where the programs just "hangs." I never get an error message anywhere; I just can't login. __________________________________________________ Do you Yahoo!? The New Yahoo! Search - Faster. Easier. Bingo http://search.yahoo.com

2 1

search on state in not working
by Daniel Balan 17 Apr '03

17 Apr '03

I am using OTRS 1.1.0 BETA20030330 and search on state is not working. If I chose state "closed Successful" (or any other state) I cannot find any ticket. For any other kind of search (priority, owner, queue, Ticket ) every thing is OK. It is my mistake or is a bug ? Regards, Daniel Balan

2 1

OTRS and SLOX4
by L. Mark Stone 17 Apr '03

17 Apr '03

Can OTRS be installed on a box running SLOX4? Thanks, Mark -- ___________________________________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine http://www.rnome.com

2 1

error 2
by Daniel Balan 17 Apr '03

17 Apr '03

Sometimes I get that error in the browser (using OTRS). 0 HTTP/1.1 200 OK Date: Wed, 16 Apr 2003 10:06:40 GMT Server: Apache/1.3.24 (Unix) PHP/4.2.1 Cache-Control: no-cache Expires: Tue, 1 Jan 1980 12:00:00 GMT Pragma: no-cache X-Powered-By: OTRS 1.1.x CVS - Open Ticket Request System (http://otrs.org) X-Wanted: I think you are smart. I'm looking for smart people! Keep-Alive: timeout=15, max=97 Connection: Keep-Alive Transfer-Encoding: chunked Content-Type: text/html; charset=iso-8859-1; ef5 Daniel Balan

2 2

OTRS usage for EuroGames | Feature request
by Koller Daniel 17 Apr '03

17 Apr '03

Hi all, After being some time on the mailinglist, I can "announce" that we use OTRS as a support tool for participant with our multi-sport-event in Munich in 2004 (http://www.eurogames.info, support(a)eurogames.info) -> for people, who just want to know where OTRS is used. On request I can also "draw" a reference information about our usage, perhaps to be used on the OTRS website. ---- Along with this I have a feature request/question: - Is there a kind of integration with an FAQ-tool? Our support people use OTRS, but they have to look for the "distributable" knowledge somewhere. This could be an faq tool, a wiki etc. The functionality should that you "go into the knowledge" from otrs, and you're easily able to link or cut/paste into the response. Is there something known or planned? Additionally I want to support the need for a solution to handle many tickets. (i.e. to move them in one task to another queue) Kind regards, Daniel Kind regards/ Gruß, Daniel ------------------------------------------------------------------- EuroGames 2004 in Munich (EuroGames e.V.) Daniel KOLLER eMail: daniel_koller(a)eurogames.info EuroBoard (Vorstand) Telefon: +49 (163) 6191979 Logistics/IT Internet: http://www.eurogames.info Oggersheimer Str. 8 81539 München !!! Bitte beachten Sie die geänderte eMail-Adresse! !!! Please consider the changed email address!

2 1

Dispache/merge feature
by Ralph Müller 17 Apr '03

17 Apr '03

Hello, in one of the mails from yesterday I read .. It's feature freeze for OTRS 1.1 .. Does this mean, the 'merge tickets'-feature will not be included in version 1.1? Can not find it in 1.1RC1. What about a 'Dispatcher' function? Every incomming mail without ticket number in the subject would be sent to a dispatcher queue without assigning a new ticket number to it. The responsible agent for this queue has to tacke care to assign it to an existing ticket (merge) or to create a new ticket. Bye Ralph

2 1

error !
by Daniel Balan 17 Apr '03

17 Apr '03

Hello OTRS team, What that means : ERROR: OTRS-PM3-1 Perl: 5.6.1 OS: linux Time: Tue Apr 15 20:40:03 2003 Message: Need Content! Traceback (8759): Module: Kernel::System::Ticket::ArticleStorageDB::WriteArticlePart (v1.5) Line: 162 Module: Kernel::System::Ticket::Article::WriteArticleParts (v1.24) Line: 326 Module: Kernel::System::Ticket::ArticleStorageDB::WriteArticle (v1.5) Line: 106 Module: Kernel::System::PostMaster::NewTicket::Run (v1.37) Line: 257 Module: Kernel::System::PostMaster::Run (v1.28) Line: 232 Module: main::FetchMail (v1.7) Line: 168 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.7) Line: 106 ? Regards, Daniel Balan

2 1

Config.pm not writable
by Andrei Cenja 17 Apr '03

17 Apr '03

Hi again ! Thanks for the help ! I've deleted the Apache subdirectory and then commented back some DBI lines in apache2-perl-startup.pl (if I got it correctly). Apache started, however when I try to access installer.pl it tells me that Kernel/Config.pm isn't writable and that I should set it writable for the webserver user. I've set permissions for that file to be writable for all and I still get that message that Kernel.pm isn't writable. I guess I'm missing something, could you please tell me what ? Thank you ! andrei Hi Andrei, On Fri, Apr 11, 2003 at 01:20:48AM -0700, Andrei Cenja wrote: > I installed OTRS using at first just CGI and it worked > fine but slowly, so I decided to try using mod_perl. > > I followed the instructions in README.webserver but > when modifying apache2-perl-startup.pl (I uncommented > the 3 lines as specified in the readme) and trying to > restart httpd, it complained about not finding > Apache/DBI, so I looked for DBI.pm on the machine > (RedHat 9, BTW), found it, then created a subdirectory > called Apache in /opt/otrs/Kernel/cpan-lib/ and copied > DBI.pm there. > > But then when I tried to restart apache, it gave me > this: > > Starting httpd: [Fri Apr 11 10:01:42 2003] mysql.pm: > Had to create DBI::_dbistate unexpectedly at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/DynaLoader.pm > line 249. Apache/DBI means module Apache::DBI. It's different to DBI. Apache::DBI is used for establish datababase connections on process startup (httpd). (_not required to use mod_perl_). If you want to use Apache::DBI (establish datababase...) then you need to install Apache::DBI from cpan via shell. shell> perl -MCPAN -e shell; -first time you need con config cpan- cpan> install Apache::DBI PS: Please remove the /opt/otrs/Kernel/cpan-lib/Apache directory, this will not work. > andrei Martin __________________________________________________ Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more http://tax.yahoo.com

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