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OTRS 2.4.1 Links in agent notifications are not clickable links
by Stager, Ken 04 Aug '09

04 Aug '09

Greetings, I have OTRS 2.4.1 install and mostly configured with the exception of one issue. When a notification goes out to an agent user, such as that for a New Ticket, a Queue Change and the like, what should be a clickable link back to the system and ticket is displayed as plain text and NOT as a clickable link. For example: http://myserver.mydomain.myorg/otrs/index.pl?Action=AgentZoom&TicketID=xxx is NOT clickable. This works fine an older install (2.2.2) that is in production. I've compared the lines in the notification forms that specify this and they look identical: 2.2.2: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> 2.4.1L <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> So my question is two-fold: 1: Is there a way to get this working correctly in 2.4.1? I see a bug issue for this when using Thunderbird as an email client, but we are using Outlook/OWA with Exchange 2003 on the backend. 2. If item one can not be done, what is the path to update from 2.4.1 to 2.4.2 while keeping the already established configurations of users, free text settings and such. This install is on Windows 2003 Server Std SP2, using IIS 6.0, ActivePerl 5.10.0.1005 and MS SQL 2005 for the database. Thanks

2 1

selecting themes
by Glossop, Andrew 04 Aug '09

04 Aug '09

An interesting issue, not specific to 2.4.2 but hilighted when I upgraded. I'm tired of having to create a new theme every time I upgrade, so this time I didn't bother. This resulted in errors for most users, as the selected theme no longer existed. Would be nice if instead of getting an error, the system just used the default theme. I changed the config for user preferences, so that they couldn't select a theme. I thought this would force it to use the default theme. but no, they still get the same error. perhaps the code could be changed so that it doesn't try to load a different theme if it's not allowed. should I enter these comments into bugzilla instead of emailing to the list? what's the usual practice here? Kind Regards, Andrew Glossop

2 1

OTRS LDAP Agent Authentication
by David Holder 04 Aug '09

04 Aug '09

Hi Chaps, I'm trying to authenticate agents on my OTRS implementation (OTRSforwin) by adopting the LDAP template like so: (Windows Server 2003 Active Directory domain controller) ########## Start of LDAP Config ########## # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'myserver.domain.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS_Agents,ou=OTRS Admins,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Searcher,ou=OTRS LDAP Searcher,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'myotrspassword'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; Output from Log File: [Mon Aug 3 19:51:40 2009][Notice][Kernel::System::Auth::LDAP::Auth] User: David Holder (CN=David Holder,OU=IT,DC=domain,DC=local) authentication ok (REMOTE_ADDR: 127.0.0.1). [Mon Aug 3 19:51:40 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'David Holder'! [Mon Aug 3 19:51:40 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'David Holder'! [Mon Aug 3 19:51:40 2009][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'David Holder'!!! Does anyone have any ideas what is wrong with my config? Your help is most appreciated. David

4 10

commercial support
by Glossop, Andrew 04 Aug '09

04 Aug '09

Just had an email from OTRS offering commercial support. The prices are eye-wateringly expensive, so I wonder what other options there are, if any. It seems that I can ask a question here for free. Of course without any obligations of a reply. But if I want to pay for asking questions, it's almost $300 per email (bronze package is $1470 for 5 requests) Does anyone else provide support for less than $300 per email? Kind Regards, Andrew Glossop

2 1

OTRS upgrade from 2.3 to 2.4 errors
by Lakshan Fernando. 04 Aug '09

04 Aug '09

Hi, I successfully upgrade otrs 2.3.4 to otrs 2.4.2 but when i login to otrs i'm getting following erros under my error log, i have attached the log for your reference, does any one know how to fix them up or still those are known bugs under OTRS 2.4.2 version. Lakshan

1 0

FAQ: receiving emails through IMAPS
by Mauricio Tavares 03 Aug '09

03 Aug '09

Quick interface question: in the postmaster mail account page (Admin->PostMaster Mail Account), how do you setup an email to receive messages through imaps? From the documentation, I believe it can be done using procmail/formail, but I was wondering if it can be done right from the otrs web interface. I guess what confuses me is that under [Mail Account Management], I can only add a POP3 account. And then, under [Note] there is a form-looking thingie that seems to do what I want but I do not see how can I make anything I enter there be committed/assigned to the user. Am I being clear as stirred mud as usual?

4 4

How to add support for new languages in Spell Checker?
by Mariano Mara 03 Aug '09

03 Aug '09

Hi everyone, I have OTRS 2.4.2 running in a CentOS box and a lot of happy users :) The thing I still haven't found how to do is to replace the default english/german spellcheckers that came with the system. I installed support for spanish/brasilian portuguese in ispell/aspell and I can see them listed if I run aspell dicts. $ aspell dicts en ... es pt pt_BR pt_PT I tried to add them to Defaults.pm (couldn't find an option in Sysconfig), e.g.: $Self->{PreferencesGroups}->{SpellDict} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Data => { # installed dict catalog (check your insalled catalogues, e. # g. deutsch -=> german!) # dict => frontend (ispell) 'english' => 'English', 'spanish' => 'Spanish', 'portuguese' => 'Portuguese', # dict => frontend (aspell) # 'english' => 'English', # 'german' => 'Deutsch', }, However, the system doesn't show them in the users preferences. Can you guys provide a few pointers to finally configure this? TIA, Mariano.

2 2

"New message!" alert is gone on upgrade from 2.2.4 to 2.4.1
by Christian Meier | Medienzentrum 03 Aug '09

03 Aug '09

Hello, we just upgraded our OTRS from 2.2.4 to 2.4.1. It works fine so far - except we miss the red alert "New message!" in the black subject bar for unseen messages in new and/or existing tickets. We rely on this feature to scan as an agent e.g. "Watched Tickets" for news quickly. I broke down the problem as follows: - the former Kernel/Modules/AgentTicketMailbox.pm is omitted in the latest version of OTRS completely - in revision 1.21 the check for "if ( !$Flag{seen} ) ..." is gone - I suppose this is the source for the feature http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketMailbox.pm… Questions: 1. How can we re-activate this nice feature? (maybe we have to patch our OTRS - a pointer to the new according source code is welcome) 2. How is the recommended way in latest OTRS-versions to identify tickets with new messages quickly? Regards, Christian Meier E-Learning-Support TU Dresden

1 0

Update to version 2.3.3 to 2.4
by Rodrigo Correa 03 Aug '09

03 Aug '09

Good morning, I have the version 2.3.3 of OTRS installed and working a long time in my company, I need to upgrade to version 2.4 (most current). What steps do I need to do to upgrade? What file do I need a backup for security? Use Suse Linux and the database in Mysql. Thanks, Rodrigo Corrêa _________________________________________________________________ Deixe suas conversas mais divertidas. Baixe agora mesmo novos emoticons. É grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

3 2

Problem with new features
by Aquiles Cohen 03 Aug '09

03 Aug '09

Hi, i dont sure if i have to post this here i upgraded to otrs 2.4.2 and ITSM 1.3.1. Today i noticed that ticket overview and bulk button has gone from AgentTicketQueue but in AgentTicketLockedView and AgentTicketLockedView is working ok....... any clues?? Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

1 0

richieri has invited you to Spacelocker
by richieri 03 Aug '09

03 Aug '09

1 0

event notifications without real values of "<OTRS_UserFirstname>" or "<OTRS_CUSTOMER_FROM>"
by Tibor Hirner 03 Aug '09

03 Aug '09

Hi all, otrs version 2.4.2, [ Admin-Area ] -> [ Notification (Event) ] if a new created notification text contains variables like "<OTRS_CUSTOMER_SUBJECT[50]>" "<OTRS_UserFirstname>" "<OTRS_CUSTOMER_FROM>" "<OTRS_CUSTOMER_EMAIL[100]>" agents receive notifications without the real values of these variables. It seems like notifications created in the [ Notification (Event) ] menu do not support variables. Notice: former notifications created in the [ Notification ] menu work correctly. Do you even noticed this problem ? Thanks much for any response. Have a fine day. Tibor.

1 0

Help with email configuration and testing
by Eureka63 Bis 03 Aug '09

03 Aug '09

If I run otrs.checkModules I get the list below. Why Net::POP3::SSLWrapper and Net::IMAP::Simple::SSL are missing? >From our postmaster I understand we need SSL over IMAP/POP3 and SMTP. I suppose SSL over POP3 means the OTRS option POP3S. C:\Program Files\OTRS\OTRS\bin>..\..\StrawberryPerl\perl\bin\perl.exe otrs.checkModules o CGI............................ok (v3.42) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.005) o Digest::MD5....................ok (v2.38) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.821) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07_01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.63) o Net::POP3......................ok (v2.29) o Net::POP3::SSLWrapper.......not installed! (not required / for SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......not installed! (not required / for SSL connections) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.39) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.69) o Compress::Zlib..............ok (v2.015) o XML::Parser....................ok (v2.36)

4 7

HELP - Move notification email
by Daniel Tangen - Trigcom AS 03 Aug '09

03 Aug '09

Hi, When I move a ticket into another queue a notification is sent to the customer database email address. Is it possible to change this so that it goes to the sender email address instead? Best Regards DT

4 5

Re. OTRS upgrade 2.3.4 --> 2.4.1 perl error
by Lakshan Fernando. 03 Aug '09

03 Aug '09

Hi, I try to upgrade OTRS 2.3.4 to OTRS 2.4.1, the database upgrade script DBUpdate-to-2.4.mysql.sql run successfully, I use backend DB as oracle 10g r2. but after when i try to run the DBUpdate-to-2.4.pl script as otrs user it gives me perl error, ................. [otrs@otrs scripts]$ ./DBUpdate-to-2.4.pl Start migration of the system... ERROR: Currently you are using Perl, but Perl v5.8.6 is required for technical reasons! In order to use this version of OTRS, you need to have Perl v5.8.6 installed. Otherwise you can also use an older version of OTRS. .............. i have no idea why it gives this because with otrs user when i check the perl version it shows correctly. as follows .............. [otrs@otrs scripts]$ perl -v This is perl, v5.8.6 built for i686-linux Copyright 1987-2004, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using `man perl' or `perldoc perl'. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. .............. does some one has any clue re. this error, how can i solve this and upgrade it to 2.4.1 version. this is sort of argent because my company want's to use the MANAGEMENT DASHBOARD feature very badly. Thanks you Lakshan.

2 2

Escalated ticket time too big...
by diego.giardinetto＠zephirworks.com 31 Jul '09

31 Jul '09

Hi all, I just upgraded to otrs 2.4.2 and escalated ticket have strange time values: in dashoboard view, time shown is like 344960 hours and 50 mins or other values like this... Any ideaa? Thx, Diego ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 2

OTRS 2.4.2 first login
by Alan McKay 31 Jul '09

31 Jul '09

Hey folks, I wiped my DB and started over, and am to the point in the install where I am testing the first login. The instructions for 2.4.2 are the same as 2.3.4 and say to use "root@localhost" and "root", but that is not working. Maybe it is not connecting to the DB properly? Something else? How can I test the DB connection? I just now went into Kernel/Config.pm and changed the password to something I know is wrong, and index.pl does not complain that it cannot connect. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 13

2.4.2 dashboard does not work after upgrade
by Alan McKay 31 Jul '09

31 Jul '09

As soon as I click the new "dashboard" link :-( Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm line 210. For help, please send mail to the webmaster (support(a)recognia.com) giving this error message and the time and date of the error. ---snip--- [root@mon-one:/opt/otrs]# perl -cw /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm syntax OK -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 7

Re: [otrs] Problem with authentication on otrs 2.4.2
by Aquiles Cohen 31 Jul '09

31 Jul '09

i dont tried this yet but the problem is not if a third step can fix the first login. the problem is that the default setup in a clean installation is not working as usual. Alan McKay has make the same post with the same problem with the subject "OTRS 2.4.2 first login" I've upgrade yesterday the otrs version to the last version 2.4.2 and there are not any problem. but with a clean installation with the installer.pl is not working as must be. Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com On Fri, Jul 31, 2009 at 6:01 AM, Michiel Beijen <michiel(a)beefreeit.nl>wrote: > SO strange, I can not reproduce this on Win2003 or Vista. Did you try > restarting the services? > > What happens if you'd create a user manually? > > C:\winOTRS\OTRS\bin>..\..\StrawberryPerl\perl\bin\perl.exe otrs.addUser -f > first -l last -p secret -g admin -e michiel+admin(a)beefreeit.nl<michiel%2Badmin(a)beefreeit.nl>temp > User added. user id is 2 > Found Group.. GID is 2 > User added to group > > This would add a user with username *temp* and password *secret*. After > execution of this command you should be able to log in with these > credentials. > > HTH... > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > On Thu, Jul 30, 2009 at 16:34, Aquiles Cohen <aqcohen(a)gmail.com> wrote: > >> i finished the web installer process. i tried this a twice and the problem >> is the same... >> >> i'm running windows 7rc (as otrs test machine) and the services are >> running. the only problem is the username and password on default setup. >> it's seem a bug. >> >> Aquiles Cohen.- >> >> Homepage : http://aqcohen.blogspot.com >> >> >> On Thu, Jul 30, 2009 at 9:31 AM, Michiel Beijen <michiel(a)beefreeit.nl>wrote: >> >>> But did you finish the web based installer? Or are you trying to run the >>> web based installer? >>> -- >>> Michiel Beijen >>> Software Consultant >>> +31 6 - 457 42 418 >>> Bee Free IT + http://beefreeit.nl >>> >>> >>> On Thu, Jul 30, 2009 at 16:16, Aquiles Cohen <aqcohen(a)gmail.com>wrote: >>> >>>> :) thanks michiel that was my first try. but the problem is that is a >>>> clean installation and that username and password is not working. like the >>>> documentation says. >>>> >>>> >>>> >>>> Aquiles Cohen.- >>>> >>>> Homepage : http://aqcohen.blogspot.com >>>> >>>> >>>> On Thu, Jul 30, 2009 at 9:10 AM, Michiel Beijen <michiel(a)beefreeit.nl >>>> > wrote: >>>> >>>>> try >>>>> *root@localhost* and password *root* >>>>> -- >>>>> Michiel Beijen >>>>> Software Consultant >>>>> +31 6 - 457 42 418 >>>>> Bee Free IT + http://beefreeit.nl >>>>> >>>>> >>>>> On Thu, Jul 30, 2009 at 16:00, Aquiles Cohen <aqcohen(a)gmail.com>wrote: >>>>> >>>>>> Hi, i'd tried two clean installation using otrs 2.4.2 for windows >>>>>> and it seems has a problem with the default setup. >>>>>> >>>>>> otrs@localhost and password otrs is not working. >>>>>> >>>>>> Aquiles Cohen.- >>>>>> >>>>>> Homepage : http://aqcohen.blogspot.com >>>>>> >>>>>> --------------------------------------------------------------------- >>>>>> 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 >>>>>> >>>>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>>>> >>>>> >>>>> >>>>> --------------------------------------------------------------------- >>>>> 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 >>>>> >>>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> 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 >>>> >>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>> >>> >>> >> >

2 1

POP3s on Windows
by Löffler Thomas J. 31 Jul '09

31 Jul '09

Hi, Installed version 2.4.1 on Windows + would like to use a POP3s PostMaster Mail Account. But it's not available, altough "POP3S.pm" is there. Any hint what to do? Thanks in advance for help, Thomas

2 1

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

31 Jul '09

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

2 3

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

31 Jul '09

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

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

31 Jul '09

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

2 1

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

31 Jul '09

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

1 0

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

30 Jul '09

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

1 0

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

30 Jul '09

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

2 4

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

30 Jul '09

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

3 2

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

30 Jul '09

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

1 0

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

30 Jul '09

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

2 2

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

30 Jul '09

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

2 2

Hijri shamsi Calendar
by Nasser Hajloo 30 Jul '09

30 Jul '09

nowaday there is so many persian users for OTRS, but there is n o Persian ( Hijri Shamsi ) calendar out there, I am asking for a Persian Calendar Module or sugessting to provide this calendar with JQuery, I do not know that is it possible for OTRS to use from jquery to adding persian calendar or not, but I have found a Persian Calendar with JQuery that may help you can find it http://hasheminezhad.com/datepicker with some sample ( and description in farsi ) usage of this calendar is so simple , all you need is that adding 2 javascript class (ui.datepicker-cc.js & ui.datepicker-cc-fa.js) in a page with other Jquery Library ( jquery.js & ui.core.js ) and use it. you can download it at http://hasheminezhad.com/sites/default/files/hasheminezhad.com/datepicker-c… and many many thanks from Mahdi hashemi Nezhad for providing this usefull library. -- Nasser Hajloo Tehran , Iran , Middle East http://hajloo.wordpress.com http://otrs.wordpress.com http://khatmikhi.persianblog.ir http://khatmikhi.wordpress.com http://hajloo.persianblog.ir http://hajloo.blogspot.com http://maccosx.persianblog.ir http://www.facebook.com/hajloo http://www.twitter.com/hajloo http://friendfeed.com/hajloo در جدال بين روزهاي سخت و انسان هاي سخت، ‌اين انسان هاي سخت هستند كه مي مانند نه روزهاي سخت

2 2

upgrade problems with 2.4.1
by Glossop, Andrew 30 Jul '09

30 Jul '09

I've just upgraded from 2.3.4 to 2.4.1. The new dashboard, and support for HTML is great! Generally everything is working, but I can't use queue view. I get this error: Can't use an undefined value as an ARRAY reference at D:/OTRS/otrs//Kernel/Modules/AgentTicketQueue.pm line 237. This happens with the URL http://10.127.16.12/otrs/index.pl?Action=AgentTicketQueue OTRS is running on a Windows 2003 server, using Apache 2.2, Perl 5.8.8, and MySQL 5.0.37 I suspect that it's a configuration issue, but I'm not sure where to look. Any help will be very appreciated. Kind Regards, Andrew Glossop

4 22

How to use "Recovery New Password" and "Registration" when using both LDAP and Local Authentication
by Hien HUYNH HUU 30 Jul '09

30 Jul '09

Dear all, I wonder when I use both of authentication ways: LDAP and Local, the customer and index webpage disables "Recovery New Password" and "Registration" functions on these pages although I checked LostPassword and Registration are allowed in my core. Please help me to solve this problem. Best regards, Huu Hien

1 0

Migrating database to SQL
by Brad Gayler 30 Jul '09

30 Jul '09

We currently have a MySQL install on a Windows 2003 server. I am wanting to migrate the database to a dedicated SQL Server (Release 5) and am wondering what the correct and least painful method of doing that is. Does anyone have experience doing this? Brad

2 1

Errors after package install
by Robby Garon 29 Jul '09

29 Jul '09

Has anyone encountered these errors after installing a package? System configuration: OTRS 2.4.2 - running mod-perl 2, .set permissions run , all modules accounted after running ./otrs.CheckModules Cent OS 5.2 Apache 2 SQL Server 2005 - (Network packets set to 20 megs) This is what is displayed on the webpage when I click on support assessment or package manager now after I installed package file manager not properly closed tag 'File' this is what I get when I try to install another package via the command line tool opm.pl opm.pl -a install -p /opt/packages/Survey-1.1.7.opm ERROR: OTRS-opm-10 Perl: 5.8.8 OS: linux Time: Wed Jul 29 15:23:36 2009 Message: C-Parser: no element found at line 42, column 1713, byte 4096 at /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/XML/Parser.pm line 187 ! Traceback (12295): Module: Kernel::System::XML::XMLParse (v1.83) Line: 1295 Module: Kernel::System::Package::PackageParse (v1.103) Line: 1549 Module: Kernel::System::Package::RepositoryList (v1.103) Line: 170 Module: Kernel::System::Package::_PackageFileCheck (v1.103) Line: 2075 Module: Kernel::System::Package::PackageInstall (v1.103) Line: 398 Module: ./opm.pl (v1.32) Line: 343 ERROR: OTRS-opm-10 Perl: 5.8.8 OS: linux Time: Wed Jul 29 15:23:36 2009 Message: XML::Parser produced errors. I use XML::Parser::Lite as fallback! Traceback (12295): Module: Kernel::System::XML::XMLParse (v1.83) Line: 1296 Module: Kernel::System::Package::PackageParse (v1.103) Line: 1549 Module: Kernel::System::Package::RepositoryList (v1.103) Line: 170 Module: Kernel::System::Package::_PackageFileCheck (v1.103) Line: 2075 Module: Kernel::System::Package::PackageInstall (v1.103) Line: 398 Module: ./opm.pl (v1.32) Line: 343 Anyone have any ideas? Robby Garon Systems Analyst Shift Networks

1 0

Using OTRS 2.4.1 with Internet Explorer
by Walter Casarino 29 Jul '09

29 Jul '09

Hi all, Access with internet explorer (6-8) to the customer interface(customer.pl) seems to crash the apache daemon. The server is running with the 2.4.1 package for Wndows. My server configuration is: OS: Windows XP SP3 (32 Bit) Database: MySQL Its like the bug 4051, but I don't know how solve STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM: ================================================== When accessing the customer interface, and/or any ticket shown there, the apache will crash with the following line [Fri Jul 24 09:59:26 2009] [error] [client xxx.xxx.xxx.xxx] (20024)The given path is misformatted or contained invalid characters: Cannot map GET /otrs/$Env%7B%22Baselink%22%7DAction=CustomerTicketSearch&Subaction=OpenSear chDescriptionTicketNumber HTTP/1.1 to file [Fri Jul 24 09:59:27 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Firefox and other browsers don't seem to be effected.

2 1

AuthModule::LDAP and certs
by Mauricio Tavares 29 Jul '09

29 Jul '09

I would like to be able to authenticate agents against our LDAP server. In example 11-7, we see a nice setup to pull agents info (username and password at the very least, I assume), but we have it setup to do ldap with tls and certificates. Is there an option in AuthModule::LDAP that allows me to provide the cacert?

1 0

Hiccup with setting up ldap Auth
by Rory 29 Jul '09

29 Jul '09

Hi, I've gotten otrs up and running (on IIS6 with mysql 5.1 and Activeperl 5.10). I've attempted to set up ldap authentication with Active Directory for Agent users. The config seems to have gone reasonably well except for this error I get when I try to log in; Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid Do I need to sync my AD to the OTRS DB? I think I read the how-to doc for that somewhere. The otrs.log file gives the following; ================= [Wed Jul 29 13:16:50 2009][Notice][Kernel::System::Auth::LDAP::Auth] User: roryc (CN=Rory Clerkin,OU=Users,OU=IT,OU=Departments,DC=<domain>,DC=com) authentication ok (REMOTE_ADDR: <IP_Address>). [Wed Jul 29 13:16:50 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'roryc'! [Wed Jul 29 13:16:50 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'roryc'! [Wed Jul 29 13:16:50 2009][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'roryc'!!! ================= And the otrs.log.error gives the following; ================= ERROR: OTRS-CGI-63 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 29 13:16:50 2009 Message: No UserID found for 'roryc'! Traceback (5476): Module: Kernel::System::User::UserLookup (v1.93) Line: 680 Module: Kernel::System::Auth::Auth (v1.41) Line: 196 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 192 Module: F:\wwwroot\otrs-2.4.1\bin\cgi-bin\index.pl (v1.88) Line: 49 ERROR: OTRS-CGI-63 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 29 13:16:50 2009 Message: No UserID found for 'roryc'! Traceback (5476): Module: Kernel::System::User::UserLookup (v1.93) Line: 680 Module: Kernel::System::Auth::Auth (v1.41) Line: 258 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 192 Module: F:\wwwroot\otrs-2.4.1\bin\cgi-bin\index.pl (v1.88) Line: 49 ================== I was able to create a user for ldap lookups in the otrs DB before I added the ldap auth config and this user exists in AD using the same credentials. With this user I can log into the system as they're in both AD and the OTRS DB it seems. So do I have to sync AD to the otrs DB? It would seem kinda strange if I did. I think that pretty much defeats the purpose of having an ldap login because I've no longer got a central point of administration. What would happen if I added a new user to AD? Any help would be hugely appreciated, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie

2 2

No Tickets Display in QueueView after Upgrade to 2.4 (+ITSM)
by Patrick Lynch 29 Jul '09

29 Jul '09

Hi, I performed an upgrade today from OTRS 2.3 with ITSM 1.2 to OTRS 2.4 with ITSM 1.3 using the Upgrade guide. Following the upgrade, I can no longer see any tickets displayed under the QueueView. I can see the correct queue titles and ticket counts but if I click into the queues, no listing of tickets is displayed. The status view works fine and I have the new options for the types of view within status view. I did some investigating and found in the logs that the system was trying to load a template file called AgentTicketQueueTicketView.dtl but as part of the upgrade, this file was deleted. I understand that this file was removed between the 2.3 and 2.4 releases of OTRS and shouldn't exist. When I replaced the file (AgentTicketQueueTicketView.dtl) from the rpmsave version, I do get a listing of tickets in QueueView but i'm sure its not the correct fix for this problem. Bulk actions (important for me) can't work with this old template. Has anybody else seen a behaviour like this? Any assistance would be greatly appreciated! Thanks for yer help! Patrick.

3 3

otrs file permissions problem
by Mohamed-Amine Kadimi 29 Jul '09

29 Jul '09

Hello all, I installed OTRS from source on a light Debian and ran the SetPermissions.sh like this: /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs www-data www-data www-data However, when I first log on to OTRS I have this error message: Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! I know I can solve this manually by giving the right permissions to the Kernel/Config/Files folder which is currently owned by the userID 500 and the group 'Users', but I have some other questions: First, Is there any risk if I type this command, to make the user otrs (and group www-data) own all the stuffs under /opt/otrs/ and to be sure there will never be a permission problem in the future: # chown -R otrs.www-data /opt/otrs Then, I think the fact that the files under /opt/otrs/ are owned by userID 500 and group 'users' is due to the OTRS source files having been developed and packaged under another distribution which have these userID and group name. But in Debian, there is no userID 500, and the group 'users'has no member, so maybe this is the source of the permission problem! Am I correct? In that case my first question would make sense. _________________________________________________________________ Share your memories online with anyone you want. http://www.microsoft.com/middleeast/windows/windowslive/products/photos-sha…

2 2

Re: [otrs] [OTRS] New ticket Agent notifications
by Don Gillaspie 29 Jul '09

29 Jul '09

More information on the lack of notification to queue members on a new ticket. In Config.pm we set $Self->{'Debug'} = 5; and now in the otrs.log I see: [Wed Jul 29 09:31:47 2009][Error][Kernel::System::Ticket::HistoryTypeLookup][5622] No TypeID for Customer Contact found! [Wed Jul 29 09:31:47 2009][Error][Kernel::System::Ticket::HistoryAdd][5664] Need HistoryTypeID! How can I get rid of these errors? ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

1 0

Re: [otrs] otrs file permissions problem
by Mohamed-Amine Kadimi 29 Jul '09

29 Jul '09

Any clue on this please ?

1 2

Auto Response to received e-mail
by David Holder 29 Jul '09

29 Jul '09

Hi everyone, I previously made a post for a similar issue but this is slightly different now (fixed an issue I thought was connected to this but wasn't) Here is my situation, OTRS: * 2.4.1 is installed * Has been configured with an agent (myself) * Has no customers yet (waiting to implement LDAP functionality) * Has been set up to receive e-mails (support(a)mydomain.com) to queue "raw" o Once received e-mails, a notification is sent to an agent (me) sucsessfully * Can e-mail to external accounts (tested with a dummy customer - my gmail address- no issues ) I did this via admin notification * Auto notification <-> Queue's have been set up (including queue "raw") * *However*, the originator of the e-mail (my hotmail account) doesn't get notified there's a new ticket. The process is like so: 1. User e-mails support(a)mydomain.com 2. About 10mins later the respective agent gets notified of the new ticket 3. No notification is given to the user 4. Agent closes ticket 5. No notification is given to the user. I have ensured that no mail filter/spam filter has blocked the messages. There *doesn't seem to be* *any calls or reference to* [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Log from my OTRS Server: [Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2009072810000071/support@mydomain] created (TicketID=38,Queue=Raw,Priority=3 normal,State=new) [Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Notification::NotificationGet] Can't find notification for Agent::NewTicket and en_GB, try it again with en! [Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'david.holder(a)domain.com'. [Tue Jul 28 22:45:44 2009][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from domain\username /mailserver. As an Agent I receive the notifcation, but the originator of the e-mail doesn't. I would /really/ appreciate any help anyone can offer, and this is preventing me from implementing this in my workplace Thanks, David

2 1

Memcached support
by Nikolay Yatsyshyn 29 Jul '09

29 Jul '09

Hello all! Can somebody tell me, does OTRS support memcached? Thanks.

4 6

graph-pie not displayed in format selector when generating report
by Nikolay Yatsyshyn 29 Jul '09

29 Jul '09

Hello all! I use reports and want to make selectable format for users: CSV, Print, graph-bars, etc. But when I select multiple options and one of them graph-pie - it not displayed later in list, all selected except graph-pie. If I select only this diagram will worked fine. Maybe this is bug or feature? :-) PS: OTRS 2.2.7 from Debian Lenny repos.

1 0

Setting up a FAQ
by Namwoonde, Letty 29 Jul '09

29 Jul '09

Hi all Please b e so kind to assist me on how to set up FAQs. Thanks Regards Letty N. Namwoonde Network Planning & Implementation TEL (W): +264612012164 SWITCH: +264601008321 FAX: +26461251387 FAX2EMAIL: 088618571 E-MAIL: namwoondel(a)telecom.na WEBSITE: www.telecom.na Telecom Namibia Disclaimer: http://www.telecom.na/inc/site/disclaimer.php

3 2

Agent reply via email
by Alan Pearson 28 Jul '09

28 Jul '09

Hi all, Had OTRS setup and working for a year now, with email notifications working well. Now I want to be able to reply to a ticket as an agent via email. Try as I might, I can't get this to work. Agent replies are sent to a different email address and identified in OTRS using postmaster filters on the 'To' field. That works. I've set the following x-headers : X-OTRS-FollowUp-ArticleType: email-external X-OTRS-FollowUp-SenderType: agent X-OTRS-FollowUp-State: open X-OTRS-FollowUp-Lock : lock What happens when an agent replies to a ticket is this : 1) Agent response gets onto ticket correctly 2) Agent gets a notification via email that followup has been added to ticket (To: agent, cc:customer) 3) Customer gets a notification saying the state changed to open 4) Ticket is locket to 'OTRS Admin' not the agent Step 2 is wrong, as the agent doesn't want the followup notfication, and the customer should not recieve a thank you for followup messages, but a OTRS reply with the details added by agents email Step 4 ticket should be locked to agent. Has anyone any ideas what I'm doing wrong ? All help appreciated ! OTRS log : Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 FollowUp Article to Ticket [2009072810000141] created (TicketID=1946, ArticleID=11687). , Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent agent 'FollowUp' notification to 'agent_email_address'. Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent auto response (SendAutoFollowUp) for Ticket [2009072810000141] (TicketID=1946, ArticleID=11688) to 'agent_email, customer_email'. Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent email to 'agent_email' from 'xxx Helpdesk <helpdesk@xxx>'. HistoryType => SendAutoFollowUp, Subject => [Ticket#2009072810000141] [Ticket#200907281000 [...]; Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent customer 'StateUpdate' notification to 'customer_email'. Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent email to 'customer_email' from 'xxx Helpdesk <helpdesk@xxx>'. HistoryType => SendCustomerNotification, Subject => Re: [Ticket#2009072810000141] New State "open"!; Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply' Set param 'X-OTRS-FollowUp-ArticleType' to 'email-external' (Message- ID: <8D0E594F-8C80-4BBF-9F12-2FA22BB432FE(a)xxx.tv>) Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply' Set param 'X-OTRS-FollowUp-State' to 'open' (Message-ID: <8D0E594F-8C80-4BBF-9F12-2FA22BB432FE(a)xxx.tv >) Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply' Set param 'X-OTRS-FollowUp-Lock' to 'lock' (Message-ID: <8D0E594F-8C80-4BBF-9F12-2FA22BB432FE(a)xxx.tv >) Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply' Set param 'X-OTRS-FollowUp-SenderType' to 'agent' (Message-ID: <8D0E594F-8C80-4BBF-9F12-2FA22BB432FE(a)xxx.tv >) --- AlanP

1 0

send email to person to whom ticket assigned?
by Alan McKay 28 Jul '09

28 Jul '09

Hey folks, I was just about to send out an email to my internal customers announcing our new system, when it struck me that it does not send an email to a person when a ticket gets assigned to them. I'd like that very much. Googling does not turn up much of anything for me. Can someone help? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 4

Re: [otrs] Problems with ODBC and Ms SQL
by Stefan-Michael Guenther 28 Jul '09

28 Jul '09

Hi Afshar, >We are using OTRS in MS Windows platform with MS SQL database and have >not any problem till now. What's your problem with MS SQL? just to make sure that we are talking about the same configuration: The OTRS is currently running on a debian server. Did you install OTRS on the windows machine, too? Stefan > > Hello, > > are there any members on this mailing list who store the OTRS agents in > a MS SQL database? > > We have used different OTRS installations on Debian, SuSE, Redhat > and Ubuntu but always get the same login error message which obviously > has something to do with the DBD::ODBC module. > > It would be helpful if we could get the version numbers MS > SQL, DBD::ODBC and OTRS of such a successful installation. > > Thanks in advance, > > Stefan-Michael G?nther

3 2

Re: [otrs] otrs Digest, Vol 10, Issue 68
by Namwoonde, Letty 28 Jul '09

28 Jul '09

I will try so set up my FAQ, thanks Letty -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 28 July 2009 13:42 To: otrs(a)otrs.org Subject: otrs Digest, Vol 10, Issue 68 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Help with configuring report (Nikolay Yatsyshyn) 2. Re: Setting up a FAQ (masood ramezani) 3. Memcached support (Nikolay Yatsyshyn) 4. Automate selection of "My Queue" (Daniel Powell) 5. Receiveing Outlook 2007 emails (Ryan Rosiek) 6. Re: Receiveing Outlook 2007 emails (Martin Edenhofer) ---------------------------------------------------------------------- Message: 1 Date: Tue, 28 Jul 2009 15:17:58 +0300 From: Nikolay Yatsyshyn <koffu(a)ukr.net> Subject: [otrs] Help with configuring report To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4A6EEC76.5040401(a)ukr.net> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hello all! I need to create report from OTRS stats. How to create in X-axis - create time, VALUES-all customers for selected time?I see ALL customers for ALL time. And one more question: Some tickets changed it status before "closed successfully". How to trace this tickets, which field handle history? I need see how many tickets has "bad" status, but was closed for last month. Thanks. ------------------------------ Message: 2 Date: Tue, 28 Jul 2009 16:51:06 +0430 From: masood ramezani <masoud.ramezani(a)gmail.com> Subject: Re: [otrs] Setting up a FAQ To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <53d9ff290907280521yf52dba6o4bf268f3ab0ffb49(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi 1- Go to Admin Page. 2- Click on Package Manager link 3- Browse the FAQ package and install that(related opm file that download from web) 4- Enjoy from FAQ Module masoud On Tue, Jul 28, 2009 at 13:04, Namwoonde, Letty <namwoondel(a)telecom.na>wrote: > Hi all > > > > Please b e so kind to assist me on how to set up FAQs. > > > > Thanks > > > > Regards > > > > Letty N. Namwoonde > > Network Planning & Implementation > > TEL (W): +264612012164 > > SWITCH: +264601008321 > > FAX: +26461251387 > > FAX2EMAIL: 088618571 > > E-MAIL: namwoondel(a)telecom.na > > WEBSITE: www.telecom.na > > > > [image: tn_signature] > > > > Telecom Namibia Disclaimer: http://www.telecom.na/inc/site/disclaimer.php > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

1 0

Receiveing Outlook 2007 emails
by Ryan Rosiek 28 Jul '09

28 Jul '09

I just upgraded to OTRS 2.4.1 and everything is working great except for the initial e-mail when a ticket is created. For some reason the user's signature displays, but the e-mail text does not. If I view the "Ticket" view, the text shows up because it's converted to plain text there, but when zooming on the ticket, I have nothing but a signature, just a blank space above it. Oddly enough, when they reply to a ticket I've answered (again, they're still using Outlook 2007), the HTML rendering works fine. Is this something with YUI rendering the initial e-mail? I know Outlook 2007 breaks a lot of HTML rules, but unfortunately many of my users are on Office/Outlook and it would be nice to see the question rendered properly when zooming the ticket. Anyone else experiencing this? Thanks, Ryan

2 2

Automate selection of "My Queue"
by Daniel Powell 28 Jul '09

28 Jul '09

Hi, Thanks for the help with viewing items in a queue yesterday. I have another issue that I can't find how to solve. I would like to automate the selection of a users "My Queues" based upon their role/group so that they join the company in a specific department and already have that departments queues set up for them easily. Does anybody know how to do this? If not, is there a way of manually selecting the queues at user creation in the admin panel, instead of having to go through the preferences page or adding the user and then editing the user straight afterwards. Cheers, Dan _________________________________________________________________ Windows Live Messenger: Celebrate 10 amazing years with free winks and emoticons. http://clk.atdmt.com/UKM/go/157562755/direct/01/

1 0

Help with configuring report
by Nikolay Yatsyshyn 28 Jul '09

28 Jul '09

Hello all! I need to create report from OTRS stats. How to create in X-axis - create time, VALUES-all customers for selected time?I see ALL customers for ALL time. And one more question: Some tickets changed it status before "closed successfully". How to trace this tickets, which field handle history? I need see how many tickets has "bad" status, but was closed for last month. Thanks.

1 0

2.4.1 GenericAgent -
by Glossop, Andrew 28 Jul '09

28 Jul '09

Just checking my GenericAgent settings. I now get this warning: Warning! This tickets will be removed from the database! This tickets are lost! Delete tickets = NO is there something wrong here? or do you get this warning whatever the setting is? Also, I get this: Currently this generic agent job will not run automatically. To enable automatic execution select at least one value from minutes, hours and days! Do I need to modify settings that worked in 2.3.4? has something changed here? this is for a job that I want to run every 10 minutes, so I didn't select any hour or days, just all the minutes settings. Kind Regards, Andrew Glossop

2 1

Generic Agent CustomerID - selecting multiple IDs
by Glossop, Andrew 28 Jul '09

28 Jul '09

I want to run a job with multiple selections for CustomerID. is it possible to do that? I can't find anything in the manual. I was hoping that something like this would work: bob||john|fred I'also tried bob,|john,fred bob;|john;fred none of these worked. any suggestions? or do I need to create individual jobs? A "copy job" feature would be really useful I think. Kind Regards, Andrew Glossop

1 0

Auto Notification
by David Holder 28 Jul '09

28 Jul '09

Hi Everyone, I have a question/issue with auto notifications in OTRS, this is the first time I've installed it. I've currently set OTRS up so I can receive e-mails to the OTRS system (I get notifiied of the ticket being in the queue). However, the person who sent the e-mail doesn't get notified about it, dispite it being set up. Does anyone have any ideas? Thanks David

2 3

Conversion of a Latin1 (ISO-8859-1) DB to UTF-8 for use with OTRS - MySQL (14 Gb)
by Rodrigo Correa 28 Jul '09

28 Jul '09

Hi, I have the need to convert the collation of a database in Mysql (14Gb). My database is using collation latin1 (ISO-8859-1), I need to convert it to UTF-8. I found the forum two ways of doing this, (FAQ: 4200202 and 4200315). The message recommends FAQ 4200202 perform the procedure using the "Recode", since the message 4200315 FAQ recommends using the procedure via script. What is the best option for me to make this conversion? Since my database is now 14Gb. Thank´s _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

2 1

upgrading to 2.4.1 frustration
by Craig Meirick 27 Jul '09

27 Jul '09

Please help. I have been having many issues with the upgrade from 2.3.4 to 2.4.1. I am following the steps in the UPGRADING file to upgrade OTRS on an openSUSE 10.3 box. I get through the first two steps just fine and then am trying the actual install of the new RPM package. As root I do: rpm -ivh otrs-2.4.1-01.noarch.rpm It returns many file conflicts with the previous package otrs 2.3.3-01. I get for example, warning: [file.dtl] conflicts with [file.dtl] from package otrs 2.3.3-01 on many files. So next I uninstalled OTRS 2.3.4 using YaST and tried again. Now I am getting for example, warning: [file.dtl] created as [file.dtl.rpmnew] on many files. Am I missing a step here? I thought that the install would just work but maybe I need to use a --force argument when running the rpm -ivh? I tried using YaST for the install first but that looked like it wanted to start the install then it would just close the window with no warning. Please help. Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

2 1

Error after updating to 2.4
by Stefano Milziadi 27 Jul '09

27 Jul '09

Hi, i receive this error after i've updated to 2.4 version from 2.3.4. "Message: Module Kernel/Output/HTML/NavBarTicketBulkAction.pm not found!" How can i resolve? Thanks

2 5

OTRS Permission Setup
by Daniel Powell 27 Jul '09

27 Jul '09

Hi, I'm setting up a ticket system for a company, and I'm running into a few issues with permission setup that I was wondering if anyone could help with. The situation is that the company has a number of queues, one for each department. A call comes into the company and is entered into the customer support queue, where it is later allocated to another departments queue. The department fixes the problem and passes back the ticket to the customer support queue. For this purpose they would like for a ticket to show up in the relevant departments QueueView, but not let them close a ticket. Instead only the customer support department can close a ticket. The problem I'm having is that when a department doesn't have full read-write access to a queue, including the option to close a ticket, the queue's tickets disappear from the relevant QueueView entirely forcing them to have to perform a search for any of their departments tickets! Does anyone have any ideas how to solve this at all? Many thanks in advance. Dan divot_powell(a)hotmail.com _________________________________________________________________ With Windows Live, you can organise, edit, and share your photos. http://clk.atdmt.com/UKM/go/134665338/direct/01/

2 1

debian package for 2.4.1
by Ivars Strazdiņš 27 Jul '09

27 Jul '09

Hello all, is there a plan to prepare a debian package of version 2.4.1 or should I address this question directly to Debian package maintainer Mr. Werner instead? Kind regards, Ivars

1 0

Re: [otrs] Updating ticket X-OTRS-State based on external emailresponse from agent
by Adam Knight 27 Jul '09

27 Jul '09

I have tried this and it is working well although the First Response Time in the ticket is still set. Which field do I need to update in order to cancel this escalation timeout? I tried setting the X-OTRS-FollowUp-State-PendingTime to blank but this does not seem to help. Regards, Adam Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person. -----Original Message----- From: Adam Knight Sent: 27 July 2009 08:47 To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Updating ticket X-OTRS-State based on external emailresponse from agent Thanks, that looks great. I have a clarification question:- When you hit on X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent Are you assuming that I have a separate rule to set all mails from clearpace.com to agent and email_internal? If so how do I ensure that this rule is processed first? Many thanks, Adam Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: 26 July 2009 10:15 To: User questions and discussions about OTRS. Subject: Re: [otrs] Updating ticket X-OTRS-State based on external emailresponse from agent Hi Adam, if I understood it correctly, you want to change the ticket state of an already existing ticket by using an agent follow up? If it is so, you can do this by using "X-OTRS-FollowUp-State" or in case you want also to update service+sla "X-OTRS-FollowUp-Service", "X- OTRS-FollowUp-SLA". Important is the "FollowUp" in the header key. Only this headers are used for follow messages. I also would do it a litte bit different to be able to cover more actions based on subjects. ;) For example: "Acknowledge by Agent Email": Hit: From: (.*)(a)clearpace.com # to only allow this action your agents Subject: [ack] # to identify the action X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent Set: X-OTRS-FollowUp-State: open a other example: "Close by Agent Email": Hit: From: (.*)(a)clearpace.com # to only allow this action your agents Subject: [close] # to identify the action X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent Set: X-OTRS-FollowUp-State: closed successful I hope it will help you! ;) Greetings, -Martin On 24.07.2009, at 15:11, Adam Knight wrote: > Hi, > > I am in the process of reviewing OTRS with the aim of piloting soon. > Most of the configuration options work well and suit my requirements, > however there is one that I cannot get to work, I have not found any > information relating to this problem on the web. > > I have tried creating the following filter: > > Filtername: 01_agentresponse' > > Hit: > Header 1: From Contents: (.*)(a)clearpace.com > Header 2: X-OTRS-State Contents: new > > Set: > Header 1: X-OTRS-State Contents: open > > The aim of the filter is to allow agents to email a first response to > the customer from BlackBerry/Mobile devices and for this to update the > ticket state on the system so that the system does not log a missed > SLA if the response is emailed in. > > The rule is not being applied - I check the logs, other rules are > appearing but not this one. > If I remove the Header2 element then it tries to apply the rule but > the state of the ticket does not change. > > [Fri Jul 24 12:48:03 2009][Notice] > [Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: > '01_agentresponse' Set param 'X-OTRS-State' to 'open' (Message-ID: > <[MESSAGE_ID]>) > > I have tried adding the values in quotes, I have tried using the > numeric values for the states from the database instead of state > names. > I have tried specifying the rule in the Kernel/Config.pm Without any > success. > > Any help would be greatly appreciated. > > Adam Knight | Test and Documentation Team Leader | Clearpace | M > +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com > > This e-mail and any files attached may contain privileged and/or > confidential information. If you are not the intended recipient please > immediately notify the sender by reply e-mail and delete the message > from your system. You should not copy it or use it for any purpose nor > disclose its contents to any other person. > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 1

OTRS 2.4.1's new text editor does not support RTL languages like Persian
by Afshar Mohebbi 27 Jul '09

27 Jul '09

Hi all! I just installed OTRS 2.4.1 and realized that we have had a step BACKWARD! While earlier versions of OTRS like 2.3.x was enabled to accept RTL languages in new ticket descriptions and ticket notes, the new OTRS 2.4.1 does not allow to enter any RTL script while creating a new ticket or commenting on existing tickets. It is because of its new rich text editor. This has right and left alignment but does not have RTL or LTR direction. In Earlier versions of OTRS if you have your preferences set to Persian (a RTL language), direction of text editors would be set to RTL automaticcaly. I think the best solution is to add a direction button to this rich text editor toolbar and set it automatically to RTL when user or agent have select Persian in his/her preferences. It could be expanded to alignment too, in the other hand alignment could be set automatically set to Right Alignment when user's environment is Persian. Gmail's compose new mail have a direction button in addition to alignment buttons too. * a RTL language is a language that is written right to left like Persian, Hebrew and Arabic. Many Thanks, Afshar Mohebbi

4 11

Problems with POP3S mailbox
by Kevin Richter 27 Jul '09

27 Jul '09

Hello, after installing several packages via CPAN shell, POP3 vis SSL should work now. Executing ./bin/PostMasterMailbox.pl in the shell works: POP3S: Message 1/1 (help/servername.de) POP3S: Connection to servername.de closed. 1) The debugging of PostMasterMailbox.pl does not work. ./PostMasterMailbox.pl -d 2 givs no output, only the two lines from above. Other people get output like this: http://lists.otrs.org/pipermail/otrs/2008-September/024512.html 2) PostMasterMailbox.pl hangs somewhere and does not exit correctly. Only with the "-f" parameter it works: ./bin/PostMasterMailbox.pl -f 1 Notice: PostMasterMailbox.pl is already running but is starting again! ... 3) There is a cronjob executing this perl script every 5 minutes. Although this script gets executed every 5 minutes it only runs approx. every 15 minutes, because it is started without the "force" parameter. Every time it can be started, it gives following output: /data/otrs-2.3.4/bin/PostMasterMailbox.pl > /dev/null produced the following output: Can't locate object method "new" via package "IO::Socket::SSL" at /data/otrs-2.3.4/Kernel/cpan-lib/Mail/POP3Client.pm line 376. But the IO::Socket::SSL package has been successfully installed via CPAN shell. $ ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.58) o DBD::mysql.....................ok (v4.005) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.036) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.61) o Net::POP3......................ok (v2.29) o Net::POP3::SSLWrapper.......ok (v0.02) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.34) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.62) o Compress::Zlib..............ok (v2.008) o XML::Parser....................ok (v2.36) All modules are installed. And if I execute this script in a shell with the force paramater, it works perfectly and fetches all mails. Why claims the cronjob that the new() function is not found? In the other 2 of 3 cases, there is following line in the OTRS syslog: Fri Jul 17 15:00:02 2009 notice OTRS-PMAccount-16 Can't create PID PostMasterMailbox, because it's already running (www.servername.de/4133) Can someone help me with these three big problems? Thanks, Kevin PS: I use Solaris 10 and OTRS-2.3.4 and Perl-5.8.8

2 2

which changes are allowed in the "$Language.pm" file ?
by Tibor Hirner 27 Jul '09

27 Jul '09

Hi all, could I ask you to explain what kind of changes can be done in a language file ? Is it allowed to move lines (change order of lines) ? If I add a line somewhere, will it cause a problem ? If I do 50 changes in the file, how to note them ? Our sk_SK.pm file (used under 2.3.4) does not work under 2.4.1 version probably because of changes done in it. I appreciate your help. Thanks. Sincerely, Tibor.

3 2

Updating ticket X-OTRS-State based on external email response from agent
by Adam Knight 27 Jul '09

27 Jul '09

Hi, I am in the process of reviewing OTRS with the aim of piloting soon. Most of the configuration options work well and suit my requirements, however there is one that I cannot get to work, I have not found any information relating to this problem on the web. I have tried creating the following filter: Filtername: 01_agentresponse' Hit: Header 1: From Contents: (.*)(a)clearpace.com Header 2: X-OTRS-State Contents: new Set: Header 1: X-OTRS-State Contents: open The aim of the filter is to allow agents to email a first response to the customer from BlackBerry/Mobile devices and for this to update the ticket state on the system so that the system does not log a missed SLA if the response is emailed in. The rule is not being applied - I check the logs, other rules are appearing but not this one. If I remove the Header2 element then it tries to apply the rule but the state of the ticket does not change. [Fri Jul 24 12:48:03 2009][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: '01_agentresponse' Set param 'X-OTRS-State' to 'open' (Message-ID: <[MESSAGE_ID]>) I have tried adding the values in quotes, I have tried using the numeric values for the states from the database instead of state names. I have tried specifying the rule in the Kernel/Config.pm Without any success. Any help would be greatly appreciated. Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person.

3 4

Error in msvcrt.dll - OTRS 2.4.1
by Morten Steensgaard 26 Jul '09

26 Jul '09

Hi All, After a fresh install of OTRS 2.4.1 I keep getting the following - espcially when using the Customerinterface. Event Type: Error Event Source: Application Error Event Category: (100) Event ID: 1000 Date: 26-07-2009 Time: 23:39:53 User: N/A Computer: XXX Description: Faulting application httpd.exe, version 2.2.10.0, faulting module msvcrt.dll, version 7.0.3790.3959, fault address 0x0003876c. I've tried running version 2.3.4 without any problems - and I can reproduce the incidents repeating the installations using a virtual pc. The OS is a windows server 2003. Do any of U have tried rel. 2.4.1 on a similar setup - and if such did U have similar experience ? Kind regards Morten

1 0

Actuellement en formation, votre mail sera traité prochainement.
by olivier.villegente＠sic.nc 26 Jul '09

26 Jul '09

Je serai absent(e) du 27/07/2009 au 29/07/2009. Actuellement en formation, votre mail sera traité prochainement. Pour les urgences, contacter Michel HAHN

1 0

FAQ Module approval behavior
by s.curcio＠synapsys.fr 26 Jul '09

26 Jul '09

Hi list, We are using an 2.3.4 OTRS system with FAQ Module 1.5.6 installed. The FAQ::ApprovalRequired option has been activated and associated group and queue apparently correctly set up. But, as soon as an FAQ article is created, even before it's approval, it appears in the FAQ explorer and it's accessible by any agent. The behavior we would like to have is to get an article visible to agents only after the approval process complete. Is there something wrong in our configuration or expectation on approval workflow ? Thanks for your ideas ! Stephane

1 0

OTRS Multi Ldap authentication and FAQ update
by Dark Orcz 26 Jul '09

26 Jul '09

We are currently evaluating OTRS and version 2.4.1. We are using MSAD for the majority of the users and OpenLdap for another set of users. I have configured the Config.pm file as shown in the http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=219. A user MSAD can authenticate but a user in OpenLdap can not. The log shows both tries for the MSAD user but stops once it fails for the OpenLdap user with an incorrect password for the MSAD provider, but it does not check the Openldap. The reverse is true if we swap the providers and OpenLdap is first and MSAD is second. Then OpenLdap users are authenticated and MSAD users are not. How do we get FAQ messages updated, http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=219 is out of date? Below is an example of the error [Fri Jul 24 09:46:59 2009][Notice][Kernel::System::Auth::DB::Auth] User: "ABC" authentication with wrong Pw!!! (REMOTE_ADDR: XXX) [Fri Jul 24 09:46:59 2009][Notice][Kernel::System::Auth::LDAP::Auth] User: "ABC" authentication failed, no LDAP entry found! "MSAD base info" (REMOTE_ADDR: XXX). [Fri Jul 24 09:46:59 2009][Notice][Kernel::System::Auth::DB::Auth] User: "ABC" authentication with wrong Pw!!! (REMOTE_ADDR: XXX) Below are the settings in the config.pm with MSAD first # Authentication backend Auth # # ---------------------------------------------------- # #------------------------------------------------------# #***** aus MSAD #------------------------------------------------------# #Enable LDAP authentication for Customers / Users $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'XXXXXX'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'XXXXXX'; #$Self->{'AuthModule::LDAP::UID1'} = 'cn'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'XXXXXX'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'XXXXXX'; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN $Self->{'AuthModule::LDAP::GroupDN1'} ='XXXXXX'; $Self->{'AuthModule::LDAP::AccessAttr1'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'DN'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params1'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die1'} = 1; #------------------------------------------------------# #***** OpenLDAP #------------------------------------------------------# #Enable LDAP authentication for Customers / Users $Self->{'AuthModule2'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host2'} = 'YYYYYYY'; $Self->{'AuthModule::LDAP::BaseDN2'} = 'YYYYYYY'; #$Self->{'AuthModule::LDAP::UID2'} = 'cn'; $Self->{'AuthModule::LDAP::UID2'} = 'cssDisplayNameDefault'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN2'} = 'YYYYYYY'; $Self->{'AuthModule::LDAP::SearchUserPw2'} = 'YYYYYYY'; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN $Self->{'AuthModule::LDAP::GroupDN2'} ='YYYYYYY'; $Self->{'AuthModule::LDAP::AccessAttr2'} = 'UniqueMember'; $Self->{'AuthModule::LDAP::UserAttr2'} = 'DN'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params2'} = { port => 58089, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die2'} = 1; # ---------------------------------------------------- # # Auth Sync Backend # # ---------------------------------------------------- # #------------------------------------------------------# #***** MSAD #------------------------------------------------------# ## agent data sync against ldap #$Self->{'AuthSyncModule'} $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = 'XXXX'; $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'XXXXX'; $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'XXXXX'; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'XXXX'; $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = { ## DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; ## AuthSyncModule::LDAP::UserSyncInitialGroups ## (sync following group with rw permission after initial create of first agent ## login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups1'} = [ 'users','admin','stats' ]; $Self->{'AuthSyncModule::LDAP::Die1'} = 1; #------------------------------------------------------# #***** OpenLDAP #------------------------------------------------------# ## agent data sync against ldap #$Self->{'AuthSyncModule'} $Self->{'AuthSyncModule2'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host2'} = 'YYYYYYY'; $Self->{'AuthSyncModule::LDAP::BaseDN2'} = ' YYYYYYY'; $Self->{'AuthSyncModule::LDAP::UID2'} = 'cssDisplayNameDefault'; $Self->{'AuthSyncModule::LDAP::SearchUserDN2'} = ' YYYYYYY'; $Self->{'AuthSyncModule::LDAP::SearchUserPw2'} = ' YYYYYYY'; $Self->{'AuthSyncModule::LDAP::Params2'} = { port => 58089, timeout => 120, async => 0, version => 3, }; $Self->{'AuthSyncModule::LDAP::UserSyncMap2'} = { ## DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; ## AuthSyncModule::LDAP::UserSyncInitialGroups ## (sync following group with rw permission after initial create of first agent ## login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups2'} = [ 'users','admin','stats' ]; $Self->{'AuthSyncModule::LDAP::Die2'} = 1;

2 1

A blog post about OTRS static and dynamic stats
by Afshar Mohebbi 25 Jul '09

25 Jul '09

Hi all, I've a posted a small posting about OTRS static and dynamic reports and their difference. This may help someone someday! http://afsharm.blogspot.com/2009/07/understanding-otrs-stats-reports.html Afshar Mohebbi

1 0

ITSM modules and OTRS 2.4.1
by Mischa Capazario 24 Jul '09

24 Jul '09

Hi, I would like to use the ITSM modules with OTRS 2.4.1. Is this supported. It doesn't specifically mention it in the documentation as far as I can tell, and so far my attempts at upgrading have resulted in all the ITSM modules being lost. Thanks in advance. Regards, mischa

4 4

Problem with French translation OTRS 2.4
by Jonathan Peyrot 24 Jul '09

24 Jul '09

Hello, I am working on OTRS in French. There is an error in the language file fr.pm. Indeed the charset is not correct because the file was edited on a mac. So there is two solution : * the first consist to change the line 33 : $Self->{Charset} = ['iso-8859-1', 'iso-8859-15', ]; by that : $Self->{Charset} = ['macroman', , ]; Or to ask Olivier Sallou to save the file in a good charset. I'm waiting for your reply ;-) Sincerely, Jonathan

5 6

perl errors after upgrade to 2.4.1-01 (need name)
by support＠sjobeck.com 24 Jul '09

24 Jul '09

Hey, hi, All, Great great stuff. We love it thanks so much. I just upgraded today to the latest stable release (just released yesterday) on a machine that was very well & I seem to have broken it. I did a very simple "rpm -Uvvh /tmp/otrs-2.4.1-01.noarch.rpm" command. I reloaded httpd. I started OTRS service. I even reloaded mysql for good measure (eventhough doesn't matter in anyway). And now I getting the site ok. I am logging in OK. But the dashboard will not come up. Let me be a little more specific, the dashboard is there, it does show the top 1/5 of the page, but no panels inside the dashboard show up. It appears I can use my tickets in the system. So, this might mean that only my dashboard is broken for the time being. I was about to totally uninstall it & reinstall it but wanted to see if others had suggestions before doing that. Any suggestions please my good people of OTRS Land. Thank you very much. Jason Sjöbeck ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:06 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Module Kernel/Output/HTML/DashboardTicketReminder.pm not found! Traceback (17950): Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 342 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 268. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 277. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 293. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 268. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 277. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 293. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in string ne at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 254. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/DashboardTicketGeneric.pm line 255. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in list assignment at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1944. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 22 15:42:07 2009 Message: Need Name! Traceback (17950): Module: Kernel::Output::HTML::Layout::Block (v1.156) Line: 352 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 268. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 277. [Wed Jul 22 15:42:07 2009] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Modules/AgentDashboard.pm line 293.

2 2

otrs::itsm and otrs:sirios used at the same time ?
by Rachid Zarouali 24 Jul '09

24 Jul '09

hy all, is it possible to have on the same otrs instance, the itsm and the sirios module installed ? what i mean is something like otrs+itsm+sirios on the same box, all installed together. i had installed once otrs+itsm on a box and otrs+sirios on another, but i'm just thinking on how to do otrs+itsm+sirios on the same box :-) Thanks, Rachid PS: can't wait to see sirios module and itsm module ported to otrs 2.4 framework :-)

2 1

Article_Plain - Database for File System
by Rodrigo Correa 24 Jul '09

24 Jul '09

Good morning, Currently I am article_plain in Databases, to know if you can use file system. If so, what procedure I have to do. thanks, _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

2 1

errors installing 2.4.1 via YaST
by Craig Meirick 23 Jul '09

23 Jul '09

Hello, I am using YaST to install 2.4.1 on opensuse and I am running into dependency failures. I have these repositories enabled: Main Repository (Sources) Main Update Repository openSUSE BuildService - KDE:Community Main Repository (OSS) openSUSE 10.3 DVD 10.3 With everything fully updated, I am still getting these errors: No valid solution found with just resolvables of best architecture. With this run only resolvables with the best architecture have been regarded. Regarding all possible resolvables takes time, but can come to a valid result. Conflict Resolution: ( ) Make a solver run with ALL possibilities. otrs cannot be installed due to missing dependencies There are no installable providers of perl-PDF-API2 for otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] === otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] === otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] will be installed by another application. (ApplLow/ApplHigh) mysql-client-5.0.45-22.7.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (mysql-client == 5.0.45-22.7) perl-5.8.8-76.4.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl == 5.8.8-76.4) 24 more... apache2-2.2.4-70.8.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (apache2 == 2.2.4-70.8) mysql-5.0.45-22.7.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (mysql == 5.0.45-22.7) procmail-3.22-139.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (procmail == 3.22-139) fillup-1.42-179.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (fillup == 1.42-179) insserv-1.09.0-46.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (insserv == 1.09.0-46) apache2-mod_perl-2.0.3-55.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (apache2-mod_perl == 2.0.3-55) net-tools-1.60-650.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/hostname) perl-base-5.8.8-76.4.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/usr/bin/perl) bash-3.2-61.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/sh) grep-2.5.2-28.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/grep) sed-4.1.5-64.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (sed == 4.1.5-64) coreutils-6.9-43.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (coreutils == 6.9-43) pwdutils-3.1.4-27.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/usr/sbin/useradd) perl-Net-DNS-0.60-16.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-Net-DNS == 0.60-16) perl-GDTextUtil-0.85-216.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-GDTextUtil == 0.85-216) perl-DBI-1.58-17.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-DBI == 1.58-17) perl-DBD-mysql-4.005-26.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-Msql-Mysql-modules) perl-GD-2.35-74.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-GD == 2.35-74) perl-GDGraph-1.44-52.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-GDGraph == 1.44-52) mktemp-1.5-804.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/mktemp) glibc-2.6.1-18.3.i686 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/usr/bin/getent) otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] is needed by atom:otrs-2.1.7-39.2.x86_64[http://download.opensuse.org/update/10.3/] (otrs == 2.1.7-39.2) fetchmail-6.3.8-57.2.i586[http://download.opensuse.org/update/10.3/] is needed by otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] (fetchmail) (null) Conflict Resolution: ( ) do not install otrs ( ) Ignore this requirement just here #### YaST2 conflicts list END ### Can anyone point me in the right direction? Do I need to add some more repositories or is there something amiss with the install here? I truly appreciate any help. Thank you!!! Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

upgrade instructions for 2.4
by Craig Meirick 23 Jul '09

23 Jul '09

Hello, I cannot locate the proper instructions for upgrading our system from 2.3.4 to 2.4. In the documentation it says: [[ If you want to upgrade your OTRS 2.2.x framework to version 2.3.x, download the latest OTRS 2.3 framework and follow the instructions in the file UPGRADING.]] I can download the file for the 2.4 framework but it's an .rpm file. Do I just simply run the 2.4 rpm for it? -- I'm a bit wary to do this for fear of breaking everything. Thank you for your reponse, Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

3 2

[OTRS] New ticket Agent notifications
by James Burk 23 Jul '09

23 Jul '09

Hello all. We have built three environments to support OTRS/ITSM 1.2.3 in Unix environments. Systems, Acceptance, Production. We built the application functionality in Systems and tested; moved/copied the files and database to Acceptance and tested again and did training. All of our notifications for new ticket, move, addnote, owner change, etc. worked as expected. Our Unix admin followed the same steps they followed when they moved from Systems to Acceptance when they moved to Production. Now our new ticket notifications are not occurring, however our queue move notifications are!!! Can anyone explain what the heck is going on? I've checked preferences for select agents and the validity of the queues and groups and I'm at ropes end. Any ideas? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk(a)dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

1 1

customer´s follow-up to already closed ticket causes notification of agents
by Tibor Hirner 23 Jul '09

23 Jul '09

Dear all, the following situation sometimes happens: our customer sends the "FollowUp" message to a ticket which has already been closed. The customer receives the automatical "Follow up rejected" response from our OTRS system, consequently. He is asked to send a new request to our system. Then agents receive the automatical "sk_SK::Agent:FollowUp" notification related to the ticket, in spite of the fact, that the ticket is already closed. You can believe that they are very confused because of the unlogical notification. The queue [Follow up Option:] parameter is set to "reject". So, the "Follow up Option" done by customer is denied. Here you can see a few of lines from its history (as example): StateUpdate Old: "open" New: "closed unsuccessful" FollowUp for [#123456]. Follow up rejected. SendAutoReject AutoReject sent to "customer@custcompany" SendAgentNotification "FollowUp"-notification sent to "agent.one@ourcompany" SendAgentNotification "FollowUp"-notification sent to "agent.two@ourcompany" Please, have a look at the above mentioned lines: agents should not be notified! The ticked is already closed. This is confusing! Does anyone of you have any idea where we are making a mistake ? Do you have an experience with this ? Any kind of help would be appreciated very much. Thanks a lot, Tibor.

1 0

OTRS 2.4 and ITSM 1.2
by osallou 23 Jul '09

23 Jul '09

Hi, do you know if OTRS 2.4 and ITSM 1.2 are compatible. I have a system OTRS 2.3 / ITSM 1.2, and I would like to upgrade. Regards Olivier

2 1

ITSM: email tickets are set to default type
by osallou 23 Jul '09

23 Jul '09

Hi, did someone already changed the default type of an email generated ticket ? Default is "default", but, as using ITSM, I would like to get Incident by default when receiving an email. Regards.

1 0

otrs system monitoring module with zenoss
by Rachid Zarouali 23 Jul '09

23 Jul '09

Hy all, i was wondering if someone have ever made usable the system monitoring otrs module with zenoss monitoring solution ? thanks Rachid

1 0

FTP issue
by Jason Leonard 23 Jul '09

23 Jul '09

For some reason anything that has a ftp link coming into OTRS gets replaced with http for example : Customer sends - ftp://hellowkitt.com OTRS ticket shows - http://hellowkitt.com Anyway to override this? Thanks Jason

2 1

otrs 2.4.1 and modules
by Diego Giardinetto 22 Jul '09

22 Jul '09

Hi, do you know what modules work with otrs 2.4.1? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks E-Mail: diego<dot>giardinetto<at>zephirworks<dot>com Mobile: +39 328 068 14 89

1 0

Out of memory error Apache + MSSQL
by Dark Orcz 22 Jul '09

22 Jul '09

Good day all, Busy evaluating OTRS and it works very well with MYSQL but changing to MSSQL on version 2.3.4 generates the following out of memory error in the Apache log Out of memory! [Tue Jul 21 09:41:10 2009] DB.pm: Callback called exit at d:/PROGRA~1/OTRS/OTRS//Kernel/System/DB.pm line 561. [Tue Jul 21 09:41:11 2009] [notice] Parent: child process exited with status 9 -- Restarting. [Tue Jul 21 09:41:14 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Tue Jul 21 09:41:14 2009] [notice] Server built: Oct 10 2008 12:39:04 [Tue Jul 21 09:41:14 2009] [notice] Parent: Created child process 564 [Tue Jul 21 09:41:19 2009] [notice] Child 564: Child process is running [Tue Jul 21 09:41:19 2009] [notice] Child 564: Acquired the start mutex. [Tue Jul 21 09:41:19 2009] [notice] Child 564: Starting 64 worker threads. [Tue Jul 21 09:41:19 2009] [notice] Child 564: Starting thread to listen on port 80. below is the config.pm settings for mssql # MSSQL database settings $Self->{DatabaseDSN} = "DBI:ODBC:DSN=OTRS_ODBC;Server=XX,1433;database=XX_db;uid=XX_admin;pwd=XX;"; $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseUserTable} = 'users'; The server is w2003 sp2 using ms sql 2005 via odbc Microsoft SQL Server ODBC Driver Version 03.86.3959, installed to d:/Program files/OTRS Has anyone encoutered this error before? It only happens with MS SQL and not with MYSQL Thanks Wayne

1 0

tutorial with screen captures to explain use of otrs to beginners ?
by otrslist.20.eaumont＠spamgourmet.org 22 Jul '09

22 Jul '09

Hello, I'm new to OTRS. I think it sounds like a very good software, but new to OTRS and any CRM software in general, I've found OTRS not so intuitive. Would be a tutorial with screen captures somewhere ? I haven't found. Thanks in advance, Eric Aumont

2 3

migrate OTRS installation to new linux install
by Coert Waagmeester 22 Jul '09

22 Jul '09

Hello all, Thanks for such an awesome product! OTRS is amazing! We have a new server, and I would like to 'move' our current OTRS installation to this new server. It will be from Centos 5.3 32-bit to Centos 5.3 64-bit. I figured it would come down to the following: 1. Install clean OTRS on new server with MySQL database. 2. Stop current OTRS server and make a MySQL DB backup. 3. Restore DB Backup on new server. 4. Copy entire /opt/otrs to new server. 5. Verify httpd(apache) configs 6. Start everything on new server Is this a good way to do the migration? Or is there a better way? Kind regards, Coert Waagmeester

1 1

problems while migrating to OTRS 2.4.1
by Afshar Mohebbi 22 Jul '09

22 Jul '09

Hi all! Firstly congratulations for OTRS' new version: 2.4.1! I just downloaded its windows source and tried to upgrade my OTRS 2.3.x to OTRS 2.4.1. I followed instructions in UPGRADING file but have had 2 problems: 1. I executed DBUpdate-to-2.4.pl and it showed me "Migration of the system completed!" message at final, but there were several errors regarding "NotificationEvent" with message "Need Type". It is one خب those errors: ERROR: OTRS-DBUpdate-to-2.4-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 22 11:00:2 4 2009 Message: Need Type! Traceback (2728): Module: Kernel::System::NotificationEvent::NotificationAdd (v1.2) Line: 228 Module: main::MigrateCustomerNotification (v1.6) Line: 218 Module: E:\Users\mohebbi\dpi\working\otrs\scripts\DBUpdate-to-2.4.pl(v1.6) L ine: 99 2. Exucting DBUpdate-to-2.4-post.mssql.sql was impossible with error message "The variable name '@defname' has already been declared. Variable names must be unique within a query batch or stored procedure." in line 31. There are 5 more errors like this. ٌI have installed OTRS in a Windows machine and did not know what services to stop before upgrading. So I didn't do anything special before upgrading except exiting any web browser that was using my OTRS instance. Now I'm using OTRS 2.4.1 with no problem even with mentioned above errors. Should I worry about those errors? Afshar Mohebbi

1 0

[SOLVED: Problems Updating OTRS]
by Erik Sejr 21 Jul '09

21 Jul '09

1 0

Problems Updating OTRS
by Erik Sejr 21 Jul '09

21 Jul '09

1 0

How to change Ticket Queue when you are not the owner of the ticket?
by Adinda Sima 21 Jul '09

21 Jul '09

Hi All Is there a way to change a ticket queue even though you are not an owner of the ticket? Thank you Kind regards Adinda Sima

2 1

setup proper incoming messages encoding
by Nikolay Yatsyshyn 21 Jul '09

21 Jul '09

Hello all! I install new OTRS machine, setup POP3 mailbox, AD LDAP auth, but have one problem: users send messages in russian with different encodings and in "Queue View" agent see '????????'. Agent can read message only when open its as attachment. I have tried to found any option in SysConfig, but not found. Can you help me and explain how to proper setup incoming messages. Agents will work with english and russian messages. Thank You for help!

2 2

NET::LDAP usage
by Löffler Thomas J. 20 Jul '09

20 Jul '09

Dear all, I installed NET::LDAP on Windows, ORTS 2.3 as described at http://lists.otrs.org/pipermail/otrs/2005-October/009343.html to use the AD. Proceeding as described at http://doc.otrs.org/1.3/de/html/ldap-integration.html + changing to "LDAP" in "SysConfig (Config Options: Framework -> Frontend::Customer::Auth)" doesn't work + produces an "Internal Server Error" (Undefined subroutine &Kernel::Config::Load called at C:/PROGRA~1/OTRS/OTRS//Kernel/Config/Defaults.pm line 2145). What am I missing? Thank you in advance for help, Thomas

1 0

OTRS 1.2 Linux to 2.0 Debian or Windows Upgrade...
by Jesse Shumaker 20 Jul '09

20 Jul '09

Does anyone have any knowledge on migrating from OTRS 1.2.3 to 2.0 on Debian or Windows? I'm going to need to migrate my existing OTRS install to another server and figured I should upgrade it as well. Is there is a howto or something simliar on upgrades/migrations to 2.0 from 1.2. I would be much appreciated to receive that knowledge if someone has made that move. thanks jesse

3 3

How to track a ticket?
by Laura Urie 20 Jul '09

20 Jul '09

Hello Everyone, I was wondering if there is a way to export the status and queue of ticket by its number. Indeed we have a workflow which make us move ticket through different queues. For instance, I'd like to write a script to track where is my ticket #xxxx anytime (which queue) and make a display my workflow status. Has anyone done that ? Any idea? Thank you for your help, Laura

2 1

Customize ViewPhoneNew/ViewEmailNew
by Christoph Ohliger 20 Jul '09

20 Jul '09

Hi, does anyone knows a possibility to customize the ticket create view (for example Ticket -> Frontend::Agent::Ticket::ViewPhoneNew) based on groups or roles ? regards Christoph Ohliger

1 0

Re: [otrs] OTRS 2.4 questions
by Michiel Beijen 20 Jul '09

20 Jul '09

The itsm modules in their current release do not yet support the 2.4 framework. You will not be able to update existing otrs::itsm systems to 2.4; you'll have to wait for the next release of the itsm module. I am not aware of any dates set for that release. -- Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On Jul 16, 2009 10:00 AM, "Rachid Zarouali" <rachid.zarouali(a)nic.fr> wrote: Hy guys, as otrs 2.4 is ongoing and to be released very soon :-) i was wondering several questions: - for those running otrs::itsm latest version, will the update to 2.4 version of otrs break all the itsm stuff ? - can i use the itsm module on a fresh and clean install of otrs 2.4 ? Rachid --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 1

Re: [otrs] How to track a ticket?
by Laura Urie 19 Jul '09

19 Jul '09

Hello Everyone, Hi All, I was wondering if there is a way to export the status and queue of ticket by its number. Indeed we have a workflow which make us move ticket through different queues. For instance, I'd like to write a script to track where is my ticket #xxxx anytime (which queue) and make a display my workflow status. Has anyone done that ? Any idea? Thank you for your help, Laura

1 0

Close ticket, notify originator by email
by Alan McKay 17 Jul '09

17 Jul '09

Hey folks, Looks like yevgeniy does not live at his email address anymore :-( I've just about got my system tweaked out now, except for this one item. When I go to close a ticket the only option is "note-internal". There is not an option available to email the originator. And I just cannot figure out how to set that up. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

4 5

Notifications
by Daniel Tangen - Trigcom AS 17 Jul '09

17 Jul '09

Hi, When a ticket is mapped to a customer, how can I make the notifications go to the sender of the ticket, not the mapped customers standard email address? Thanks - Daniel

3 3

Setting working hours/ business hours
by Katta, Lokesh Katta Subramanyam 17 Jul '09

17 Jul '09

Hi All, Are working hours and business hours mean the same in OTRS? Also for working hours it is only possible to configure the hours. How do I configure some thing like 8.30 am to 6 pm as working hours? Thanks Lokesh

1 0

How can I disable a module?
by Mohamed-Amine Kadimi 16 Jul '09

16 Jul '09

Hi all I want to disable the module that lets you assign a group to a user. I managed to hide the "Users <-> Groups" menu link through SysConfig, but the module is still active if I type directly its url: http://host/otrs/index.pl?Action=AdminUserGroup. I saw in the demo system at otrs.com a module that has been disabled and when I went to its page it shows this message in red "Sorry, feature not active!". How can I do the same thing with AdminUserGroup? Thanks _________________________________________________________________ More than messages–check out the rest of the Windows Live™. http://www.microsoft.com/windows/windowslive/

2 6

OTRS 2.4 questions
by Rachid Zarouali 16 Jul '09

16 Jul '09

Hy guys, as otrs 2.4 is ongoing and to be released very soon :-) i was wondering several questions: - for those running otrs::itsm latest version, will the update to 2.4 version of otrs break all the itsm stuff ? - can i use the itsm module on a fresh and clean install of otrs 2.4 ? Rachid

1 0

Delete a ticket?
by Kirby Fell 15 Jul '09

15 Jul '09

Hi All, Is there any way to completely delete a ticket? We created quite a few "test" tickets while resolving an email issue and I would like to clean that up. Thanks. Kirby L. Fell Technology Coordinator Cambrian School District 4115 Jacksol Drive San Jose, CA 95124 P. 408-377-2103 Ext. 115 F. 408-377-5944

2 2

Customer Ticket view
by yevgeniy.kolesnyk＠obi.ua 15 Jul '09

15 Jul '09

Hello there, i found one interesting thing. when customer create ticket and then agent close it with some coment. The customer may see only the status of his ticket, like closed, but no agent coment to it's zoom. The question is how to show to the customer full history with the agent comments? Thanks in advance. -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

2 3

Hello and first question
by Santiago R. Lunar M. 15 Jul '09

15 Jul '09

Hi, my name is Santiago Lunar and new using OTRS, i'm from Venezuela and work with Debian GNU/Linux since 2003; i think OTRS is a great Trouble Ticket system; i work as a server administrator in my country and I've already configured my OTRS but have a doubt and hope you guys could give me a hand. The thing is that i want to delete some items from the main toolbar because i don't want the users to use some of that features like i.e Phone-Ticket. What should i modify for making this items disappear? Please let me know what kind of info do you need. I'll give you all the info you need.

3 6

Error Message when clicking submit
by Kirby Fell 15 Jul '09

15 Jul '09

Hi, Has anyone ever seen the following error message when trying to submit a new help desk ticket? Software error: No SASL mechanism found at D:/OTRS/otrs/Kernel/cpan-lib/Authen/SASL.pm line 73 For help, please send mail to the webmaster (newcombj(a)cambrian.k12.ca.us<mailto:newcombj@cambrian.k12.ca.us>), giving this error message and the time and date of the error. Kirby L. Fell Technology Coordinator Cambrian School District 4115 Jacksol Drive San Jose, CA 95124 P. 408-377-2103 Ext. 115 F. 408-377-5944

1 0

Automatic unlocking after moving ticket
by Frito Lay 15 Jul '09

15 Jul '09

Hi list, I would like the system to automatically unlock a ticket being moved to a queue where the agent wouldn't be able to unlock it afterwards (because of rights restrictions). Has anybody implemented this?

2 1

Add a new (global) search template
by ml ml 15 Jul '09

15 Jul '09

Hello List, how can i add a new global search template. If i save a search template now, itsonly valid for me and not the other users. Cheers, Mario

1 0

Re: [otrs] Customer interface - Hidding messages
by Michiel Beijen 15 Jul '09

15 Jul '09

Hi Fernando, In TicketZoom you'll have your options on the right hand side of the screen. Choose for "Forward" under "Article". Here you can select "email-internal" which will make the email only visible to agents with permissions on the queue and not to customers. -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Fri, Jul 10, 2009 at 10:46, Fernando Frediani (Qube) < fernando.frediani(a)qubenet.co.uk> wrote: Hi, I have my OTRS with Agents and Customers interface running fine. When a customer sends an e-mail and it creates a ticket normally wich is then assigned to an agent. This agent eventually from the system sends e-mail to suppliers(via OTRS not copying the client) for example to get quotes and then get back to the client via OTRS as well. Problem is that if the customer logs in to the customer interface he can see all these messages that were sent to e-mails other than his. Anyone knows a workaround for it where he can only see the messages where his e-mail is present? Wondered if anything to do with one of these settings: CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sn', 'givenName', 'sAMAccountName', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 25, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Thanks Fernando *Qube Managed Services Limited*:: *The Engineer’s Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers* *Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 * This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person . P* **Please consider the environment - do you really need to print this email?* --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

1 0

"Download Settings" misleading
by Alan McKay 14 Jul '09

14 Jul '09

It says this is "all system config changes", but when I look at the perl file this is not the case at all. It is in fact only a tiny fraction of everything I've changed. Is this perhaps maybe just everything that is not otherwise in the database? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

1 0

HTML reports via e-mail in OTRS
by Nikolay Yatsyshyn 14 Jul '09

14 Jul '09

Hello all! Some month ago I ask question about sending reports via e-mail. from otrs/bin/mkStats.pl I can get output only in pdf or csv. Maybe somebody can explain how to make from it html message and send it via e-mail as message body not as attached file? Thanks.

2 1

Where did I find these options?
by Alan McKay 14 Jul '09

14 Jul '09

Wow, I'm looking and looking and looking, and do not recall how I found them earlier. One of the options was whether the site is HTTP or HTTPS, and there were a lot of other ones - many of which I originally had set manually in one of the .pm files (Config.pm? I don't have the system accessible right now) based on googling I'd done on setting various things. Then at work today I somehow stumbled upon a screen of settings with those and a whole bunch more other things. Now I've just spent 30 or 40 minutes going through all the settings several times and cannot find this screen! (I do have the system accessible from home via the web) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 1

LDAP for Windows 2000 AD
by Alfredo Frugone 13 Jul '09

13 Jul '09

I've setup LDAP to use AD for agent authentication, my configuration is: Otrs Server: Debian lenny AD: Windows 2000 Server: 172.27.110.123 Domain: mycompnay.com AD User group= OtrsAgent User in group: my name pass:12345678 User "my name" has adminsitrative privileges in windows AD. I put this in the Config.pm file: # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # Agent Authentication $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '172.27.110.123'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mycompany, dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=my name,ou=OtrsAgent,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '12345678'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OtrsAgent,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # ---------------------------------------------------- # First login using DB, I set up a group in Otrs admin with the name OtrsAgent, a usr "my name" with pass=12345678, then I changed the config.pmfor LDAP. The login form changes, but if I put a user from OtrsAgent group I get: Login failed! Your username or password was entered incorrectly So my questions are: 1.- what's wrong in the Config.pm? 2.- How can I login to otrs? I'tried to login with Otrs or AD users, but is not possible. 3.- How can I check if LDAP client is running OK? Any help is wellcome, I've digg the internet and manual, but I still cant find the aswers. Saludos Alfredo

2 1

Re: [otrs] Apache::Reload Module error - Solved
by Pete 13 Jul '09

13 Jul '09

Hi, thanks for your reply. I checked all the modules and it seemed to be right. One thing about perl modules in debian, you can and should install them using aptitude (at least those that are availabe), ex. aptitude install libpdf-api2-perl, aptitude install libnet-ldap-perl, everything seems to be ok on that part although i experimented a few things so not completly sure The thing that was not working was a single "if" in otrs2.conf: <IfModule Apache2/Reload.pm> PerlModule Apache2::Reload PerlInitHandler Apache2::Reload </IfModule> I remove the if and the modules load withou problem and now the package manager works ok. Thanks. -- Pete On Mon, Jul 13, 2009 at 5:30 PM, Marco Vannini<marco.vannini(a)gmail.com> wrote: > On my fedora I had to install all the perl modules via CPAN. > Than you should pay attention to apache conf.d script loading order too (it > is loaded in alphabetical order). > To chek, download support assestment package and/or > $OTRS_HOME/bin/otrs.checkModules > MV > > > > On Mon, Jul 13, 2009 at 5:57 PM, Pete <peteredhair(a)gmail.com> wrote: >> >> Hi >> >> i'm having trouble with an error that i expect might have occured to >> others. >> >> I'm running Debian lenny (5.0) up-to-date and installed the OTRS2 package. >> >> I'm having however a problem wich i could not overcome yet although i >> think i found some info about it, unfortunately in German. >> >> I've installed libapache2-reload-perl and also libmodule-refresh-perl. >> When i check the packages everything seems to be properly installed. >> >> Here it goes: When i select package manager i get the following error >> about apache reload. >> >> Can someone give me some pointers on how is this solved ? Thanks. >> Pete >> >> >> [ OTRS ] xxxxxxxxxxxxxxxxxxxxxxxx 16:16:13 - >> 07/13/2009 >> >> Error: Sorry, Apache::Reload or Apache2::Reload is needed as >> PerlModule and ". [..] >> Comment: >> Bug Report: >> >> >> Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule >> and ". >> "PerlInitHandler in Apache config file. >> See also scripts/apache2-httpd.include.conf! >> >> Traceback (27021): >> Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 >> Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: >> 1126 >> Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 >> Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 >> Module: >> ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler >> (v) Line: 47 >> Module: (eval) (v1.81) Line: 204 >> Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 >> Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 >> Module: ModPerl::Registry::handler (v1.99) Line: 31 >> >> "> >> Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Mon Jul 13 >> 16:16:13 2009 >> >> Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule >> and ". >> "PerlInitHandler in Apache config file. >> See also scripts/apache2-httpd.include.conf! >> >> Traceback (27021): >> Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 >> Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: >> 1126 >> Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 >> Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 >> Module: >> ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler >> (v) Line: 47 >> Module: (eval) (v1.81) Line: 204 >> Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 >> Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 >> Module: ModPerl::Registry::handler (v1.99) Line: 31 >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Pete

1 0

[Fwd: otrs save config question]
by Stephen Hawkins 13 Jul '09

13 Jul '09

OTRS, I don't think I explained my problem very well. When I create a new queue and add it to my view (or anyone elses for that matter), it feels to me like I have a permissions problem as the set up to add the queue to my view only lasts until I log out. When I log back it it is gone. Can anyone tell me where this data is stored so I can see if it is actually getting written to what ever DB it is stored in. Thanks Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

1 0

Apache::Reload Module error
by Pete 13 Jul '09

13 Jul '09

Hi i'm having trouble with an error that i expect might have occured to others. I'm running Debian lenny (5.0) up-to-date and installed the OTRS2 package. I'm having however a problem wich i could not overcome yet although i think i found some info about it, unfortunately in German. I've installed libapache2-reload-perl and also libmodule-refresh-perl. When i check the packages everything seems to be properly installed. Here it goes: When i select package manager i get the following error about apache reload. Can someone give me some pointers on how is this solved ? Thanks. Pete [ OTRS ] xxxxxxxxxxxxxxxxxxxxxxxx 16:16:13 - 07/13/2009 Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". [..] Comment: Bug Report: Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (27021): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 "> Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Mon Jul 13 16:16:13 2009 Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (27021): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

2 1

Ticket Type / ITSM
by Christoph Ohliger 13 Jul '09

13 Jul '09

Hi, I have a ITSM related question. When creating a ticket (phone or email based), there is the possibility to choose the ticket type (incident, problem, ...). I haven´t seen any possibility to access this ticket type after the ticket is created, for example if the type is changing within the working process ? regards Christoph Ohliger

2 3

Cannot log in because of mail gateway failure!
by Alan McKay 13 Jul '09

13 Jul '09

Hey folks, On Friday I was trying to get the email gateway working but was not able to, so I just left it to com back to today. This morning I try to log in with my username/password and it takes a really long time and finally comes back to tell me that it cannot connect to my mail server! Which was the same error I was getting on Friday when trying to test the email gateway. Aaaaa! WTF? Looks like I'm going to have to hack the DB to get going again - but where/how? I have phppgadmin installed (running on Postgres) so it should not be difficult as long as I know where to go. Help me Obi-Wan Kenobi, you're my only hope! thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

1 1

Customer interface - Hidding messages
by Fernando Frediani (Qube) 13 Jul '09

13 Jul '09

Hi, I have my OTRS with Agents and Customers interface running fine. When a customer sends an e-mail and it creates a ticket normally wich is then assigned to an agent. This agent eventually from the system sends e-mail to suppliers(via OTRS not copying the client) for example to get quotes and then get back to the client via OTRS as well. Problem is that if the customer logs in to the customer interface he can see all these messages that were sent to e-mails other than his. Anyone knows a workaround for it where he can only see the messages where his e-mail is present? Wondered if anything to do with one of these settings: CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sn', 'givenName', 'sAMAccountName', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 25, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Thanks Fernando Qube Managed Services Limited:: The Engineer's Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person. P Please consider the environment - do you really need to print this email?

1 1

Bulk action on 2.3.4
by Steve Hall 13 Jul '09

13 Jul '09

Hi, I have an OTRS 2.3.4 build with Sirios installed. When looking at the ticket queues, I can select tickets for bulk action but nothing happens. Can someone lead the blind though this, as im assuming there is something im not grasping. Regards

1 0

problems with LDAP
by Marcus Vinicius Barbato Gonzaga 11 Jul '09

11 Jul '09

HI! We are testing the OTRS in our company, but i'm having some problems with the autentication in LDAP. I configurate my config.pm based on the example of this page: http://www.mail-archive.com/otrs@otrs.org/msg25382.html BUT when i try to connect, i get the follow error: Software error: Can't connect to exampleCompany.com.br: IO::Socket::INET: connect: Connection refused at /opt/otrs//Kernel/System/CustomerUser/LDAP.pm line 124. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. And this is my config.pm. Because it's needed a user that has the permission to query the LDAP directory, i put the user otrs_ldap in Builtin OU. And Create 2 groups: otrs_allow_C - for the clients and otrs_allow_A for the agents I put myself in this 2 groups, but i got the error when i try to connect. Someone could help me? Best Regards Marcus Vinicius package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '123123'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") # $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ ############## Start of Config.pm ################ #we want to use LDAP for Auth# $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'examplecompany.com.br'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=examplecompany,dc=com,dc=br'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; #The username and password of the user you setup to access LDAP information in AD# $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap,CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '12345678'; #We want our Customer/users to Auth using LDAP# $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'examplecompany.com.br'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap,CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '12345678'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'examplecompany.com.br', BaseDN => 'CN=Users,DC=examplecompany,DC=com,DC=br', SSCOPE => 'sub', UserDN =>'CN=otrs_ldap,CN=Users,DC=examplecompany,DC=com,DC=br', UserPw => '12345678', }, CustomerKey => 'uid', CustomerID => 'userPrincipalName', CustomerUserListFields => ['displayName', 'userPrincipalName'], CustomerUserSearchFields => ['displayName', 'userPrincipalName'], CustomerUserPostMasterSearchFields => userPrincipalName, CustomerUserNameFields => ['givenName', 'sn'], #the following must map to valid fields in your AD (givenname,sn,sAMAccountName,...)# Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'userPrincipalName', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], ], }; #OK now lets have our agents use LDAP# $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs_allow_A,CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_allow_C,CN=Users,DC=examplecompany,DC=com,DC=br'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap# # (map if agent should create/synced from LDAP to DB after login must match your AD)# $Self->{UserSyncLDAPMap} = { # DB -> LDAP# Firstname => 'givenName', Lastname => 'sn', Email => 'userPrincipalName', }; # UserSyncLDAPGroups# # (If "LDAP" was selected for AuthModule, you can specify# # initial user groups for first login.)# $Self->{UserSyncLDAPGroups} = [ 'users', ]; ##################### End of Config.pm #################### # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.20 $)[1]; # -----------------------------------------------------# 1;

2 1

pwd reset if user updated
by Marco Vannini 11 Jul '09

11 Jul '09

Hi all, I don't know if it is a problem of chrome or not but in many cases, when I go to modify something about a user than that user is reporting me that is not able to enter. Could it be that the password is being replaced by ****** ? Ciao MV

2 1

UTF-8 breaks 2.3.4 SysConfig interface
by Paul 11 Jul '09

11 Jul '09

Hi all, I upgraded OTRS 2.3.3 to 2.3.4 and found that when $Self->{DefaultCharset} is set to 'utf-8', the SysConfig area of the Admin interface results in a 500 server error. Apache error logs show the following: [Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xF6" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:56 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:56 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:57 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:57 2009] index.pl: utf8 "\\xE4" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] [Sun Mar 1 18:45:58 2009] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x67, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] *** glibc detected *** free(): invalid next size (normal): 0x095c6590 ***, referer: https://otrs.host/path/index.pl?Action=Admin [Sun Mar 01 17:45:58 2009] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: index.pl, referer: https://otrs.host/path/index.pl?Action=Admin Changing the default charset to iso-8859-1 the problem goes away. Any ideas? We need UTF-8. Reverting to 2.3.3 resolves the issue as well with utf-8. Best wishes, Paul

3 2

Locked tickets in search and stats
by yevgeniy.kolesnyk＠obi.ua 10 Jul '09

10 Jul '09

Hello all, does anyone try to add to the search and statistic such state of the ticket as "Locked"? I fased with a problem to find all locked tickets in the system or make some statistic about them. So if you know how to sort/filter/search or create report about locket tickets please let me know. Thanks in advance. -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

1 0

Re: [otrs] User permission
by OTRS 10 Jul '09

10 Jul '09

Yeah, thought so too. I just tested it and that seem to work. Thanks, Fairuz >>> Marco Vannini <marco.vannini(a)gmail.com> 07/10/09 4:52 PM >>> Hi, the last RW override all others. you should stop to create probably On Fri, Jul 10, 2009 at 10:46 AM, OTRS otrs(a)ens.com.my> wrote: Good day, I am having problem with user permission, I have set agent permission to a group as follows; ro - yes move_into - yes create - yes owner - no priority - no rw - yes After submitting, the ownership and priority change to yes. How do i ensure that the agent doesn't have the permission to change the ownership. The agent should be able to read and update ticket, move ticket into queue and finally create it. I tried a couple of time to change it but doesn't seem to work. Pls help. Thanks, Fairuz --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ </marco.vannini(a)gmail.com>

1 0

User permission
by OTRS 10 Jul '09

10 Jul '09

Good day, I am having problem with user permission, I have set agent permission to a group as follows; ro - yes move_into - yes create - yes owner - no priority - no rw - yes After submitting, the ownership and priority change to yes. How do i ensure that the agent doesn't have the permission to change the ownership. The agent should be able to read and update ticket, move ticket into queue and finally create it. I tried a couple of time to change it but doesn't seem to work. Pls help. Thanks, Fairuz

2 1

View/search by Customer Company name
by OTRS 10 Jul '09

10 Jul '09

Good day, By default, the OTRS only display the info regarding the customer' users: 1. How do I go about to configure to also show the customer company profile when zoom into a ticket. 2. During ticket creation, how to add by company, then using a drop-down list and select customer Thanks, Fairuz

1 0

Login Account cannot be accessed
by Brad Gayler 10 Jul '09

10 Jul '09

I cannot get my agent account to login. Am using OTRS 2.3.4 with MySQL on windows 2003 server All others are able to logon, but I get a timeout error when I try. Is there something locking it up? Can anyone help with this? bgayler(a)tdpcorp.com

3 5

User Field Ticket configuration (linked field values)
by Marchesi Mario 09 Jul '09

09 Jul '09

Hi All, Please can help me to understand the features provided by "Config Options: Ticket -> Core::TicketFreeText" ? I'm trying to define user fields /fields values depending by other fields already filled in the ticket form (linked field values) For example: If the Filed "Product" is filled with the value "Product A" the filed "System" should display only the following list of values "System1" , "System 2" If the Filed "Product" is filled with the value "Product B" the filed "System" should display only the following list of values "System3" , "System 4" I tried to configure this behavior using * TicketFreeKey * TicketFreeText Thank you in advance for your help . Regards Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

1 0

How to create tickets to repeating tasks?
by Le machito 09 Jul '09

09 Jul '09

Hello again :)Usually, in the helpdesk day to day work we have some repeating tasks like to install groups of Pcs. (50 Pcs = 50 tickets) Which function or method do you use in order to don't recreate many time the same ticket in OTRS? Thanks in advance for your help Raoul

2 1

New ticket notification = yes (by default)
by Le machito 09 Jul '09

09 Jul '09

Hello everybody,I am trying to find the way to configure: Preferences/ New ticket notification = *yes* (by default) Anyone already try it? Thanks in advance Raoul

1 0

Help on Survey module.
by N Patil 09 Jul '09

09 Jul '09

Hi, I have successfully implemented in my windows environment but dont know how to implement/configure Survey module. I can create survey but it does not send an email/notification to user about survey? does anyone know how to do that? any help will be appriciated. thanks in advance. - nilesh ______________________________________________________________________ ______________________________________________________________________ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ______________________________________________________________________

3 5

My Queues
by OTRS 09 Jul '09

09 Jul '09

Good day, I having problem with "My Queues". I have created a couple of queues in the OTRS 2.3. Created a couple of test emails. When i assigned to ticket to one of the agent. The ownership is retain with me but the responsibility is with the agent. When i click on My Queues; there are no ticket display. (0) How do i go about to resolve this. Thanks, Fairuz

2 1

otrs save config question
by Stephen Hawkins 08 Jul '09

08 Jul '09

otrs, We have had otrs running successfully for quite some time. Recently we needed a second queue for some special incoming email for feedback instead of support. I created this and all is good. I can login add that queue so that I see it and the support queue. Other users can also. However when we logout and log back in the new queue is gone and we have to go to the admin part of the gui and re add it to our queue view. What am I missing? Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

1 0

Re: [otrs] LDAP(AD) + UserSyncLDAPMap
by Fernando Frediani (Qube) 08 Jul '09

08 Jul '09

I've tried to remove the group restriction just to test(even know I have to use it) but still same thing. Synchronization not working properly. The fields seem all correct. I can't find a typo or miss configuration with regards LDAP x AD. May it be caused because I have not implemented LDAP for Customers yet, only for agents or still maybe a bug on this version specifically ? Fernando ________________________________ From: Leong Tat Lee [mailto:leongtat3110@hotmail.com] Sent: 08 July 2009 09:51 To: Fernando Frediani (Qube) Subject: RE: [otrs] LDAP(AD) + UserSyncLDAPMap Probably i can post my configuration here. what my advice here is try to remove the group restriction. Get the most direct way to query against your AD 1st. You just nit to paste it to your config.pm $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'example.example.com.my'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=example,DC=com,DC=my'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=XXX,OU=XXX,DC=XXXX,DC=XXX,DC=com,DC=my'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'example.example.com.my'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=example,DC=com,DC=my'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=XXX,OU=XXX,DC=XXXX,DC=XXX,DC=com,DC=my';; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => ''example.example.com.my'; BaseDN => 'DC=example,DC=com,DC=my'; SSCOPE => 'sub', UserDN => 'CN=XXX,OU=XXX,DC=XXXX,DC=XXX,DC=com,DC=my';, UserPw => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => '[customer_id]', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], #[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; ________________________________ Subject: RE: [otrs] LDAP(AD) + UserSyncLDAPMap Date: Wed, 8 Jul 2009 09:45:09 +0100 From: fernando.frediani(a)qubenet.co.uk To: leongtat3110(a)hotmail.com; otrs(a)otrs.org Hi, givanName, sn and mail are valid fields on LDAP(AD). According my configuration, I've posted below, and compared with many other examples I can't see a reason why it is not synchronizing. I've seen some people saying it worked from them in a previous version but when they upgraded it stopped to work. I was wondering if it a bug on version 2.3.4 and if anyone experienced the same problem. Thanks Fernando ________________________________ From: Leong Tat Lee [mailto:leongtat3110@hotmail.com] Sent: 08 July 2009 04:38 To: otrs(a)otrs.org; Fernando Frediani (Qube) Subject: RE: [otrs] LDAP(AD) + UserSyncLDAPMap ________________________________ Date: Tue, 7 Jul 2009 16:13:44 +0100 From: fernando.frediani(a)qubenet.co.uk To: otrs(a)otrs.org Subject: [otrs] LDAP(AD) + UserSyncLDAPMap Hi fernando, I have encounter this error before "Panic! No UserData". For your information if you were to use ldap to authenticate your user, you need to get them sync to the local database before they can login to the agent site. Below error i suspect it was the synchronisation issue. Try to browse to your ldap and check out on the field below such as givenName, sn, and mail. It will not work if one of the field i mention above is not preset at LDAP. As the sync process needed the info to create the authenticate user at the local DB. Hope this help. Thanks. Guys, I've trying to configure my OTRS (version 2.3.4) to authenticate Agents against a LDAP server (Active Directory actually) It works fine for users which were already registered at the DB before the LDAP config. It authenticates correctly only the users that belong to the OTRS_agents group and also set their permissions and groups depending if they belong to OTRS_agents. Problem I have is that If it is a new user created on AD it doesn't authenticate and get the famous message "Panic! No UserData". I have already tried to change some specific settings but it never does correct. I will put right below the settings I am not sure of and further below my full config with regards LDAP Authentication. Can someone give me a hand on it? $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; Not sure if for version 2.3.4 the correct is "UserFirstname" or simply "Firstname" and the same for the others $Self->{UserSyncLDAPGroups} = [ 'users', ]; Is the "users" there the table at the DB where the data is being synced TO or the group on my AD where the data should be pulled out ? $Self->{'AuthModule::LDAP::GroupDN'}= 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; Are the two last lines correct? "member" or "sAMAccountName" or "memberUid" And "DN" if I am using Active Directory. Below my full LDAP config: Thanks in advance. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'hostname'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'}= 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'bind-user; $Self->{'AuthModule::LDAP::SearchUserPw'} = '*************'; $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; $Self->{'UserSyncLDAPGroupsDefinition'} = { 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net' => { 'users' => { rw => 1, }, 'faq' => { rw => 1, }, 'stats' => { rw => 1, }, }, }; $Self->{'UserSyncLDAPRolesDefination'} = { # LDAP group 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net' => { 'users' => 1, 'faq' => 1, 'stats' => 1, }, }; Qube Managed Services Limited:: The Engineer's Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person . P Please consider the environment - do you really need to print this email? ________________________________ Lauren found her dream laptop. Find the PC that's right for you. <http://www.microsoft.com/windows/choosepc/?ocid=ftp_val_wl_290> ________________________________ Windows Live(tm): Keep your life in sync. Check it out. <http://windowslive.com/explore?ocid=TXT_TAGLM_WL_BR_life_in_synch_06200 9>

1 1

LDAP(AD) + UserSyncLDAPMap
by Fernando Frediani (Qube) 08 Jul '09

08 Jul '09

Guys, I've trying to configure my OTRS (version 2.3.4) to authenticate Agents against a LDAP server (Active Directory actually) It works fine for users which were already registered at the DB before the LDAP config. It authenticates correctly only the users that belong to the OTRS_agents group and also set their permissions and groups depending if they belong to OTRS_agents. Problem I have is that If it is a new user created on AD it doesn't authenticate and get the famous message "Panic! No UserData". I have already tried to change some specific settings but it never does correct. I will put right below the settings I am not sure of and further below my full config with regards LDAP Authentication. Can someone give me a hand on it? $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; Not sure if for version 2.3.4 the correct is "UserFirstname" or simply "Firstname" and the same for the others $Self->{UserSyncLDAPGroups} = [ 'users', ]; Is the "users" there the table at the DB where the data is being synced TO or the group on my AD where the data should be pulled out ? $Self->{'AuthModule::LDAP::GroupDN'}= 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; Are the two last lines correct? "member" or "sAMAccountName" or "memberUid" And "DN" if I am using Active Directory. Below my full LDAP config: Thanks in advance. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'hostname'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'}= 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'bind-user; $Self->{'AuthModule::LDAP::SearchUserPw'} = '*************'; $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; $Self->{'UserSyncLDAPGroupsDefinition'} = { 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net' => { 'users' => { rw => 1, }, 'faq' => { rw => 1, }, 'stats' => { rw => 1, }, }, }; $Self->{'UserSyncLDAPRolesDefination'} = { # LDAP group 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net' => { 'users' => 1, 'faq' => 1, 'stats' => 1, }, }; Qube Managed Services Limited:: The Engineer's Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person. P Please consider the environment - do you really need to print this email?

2 2

Queue Escalation times and Pending Reminder
by Katta, Lokesh Katta Subramanyam 07 Jul '09

07 Jul '09

Hi All, I am trying to set a Pending reminder of 1 day set on a ticket with a solution time of 30 minutes. Though there is a pending reminder set before the solution time expires, the solution time still ticks and goes to negative mode. At the same time when we check in stats if any ticket has breached the escalation time , this ticket is highkighted. Is this correct? I would like to stop the solution time ticking when a ticket is pending for any reason. Can we configure this in OTRS? And also is that the correct way? Thanks Lokesh

1 0

Dynamic fields in the Agent New Ticket?
by Chris Zimmerman 07 Jul '09

07 Jul '09

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

1 0

tls
by Mauricio Tavares 07 Jul '09

07 Jul '09

I am putting OTRS in the web server checking the mail server using imap (or pop if it has to) with TLS (that is a must). Can I do it from within the program? Last time I tried in OTRS (2005!) I had to use procmail or something like that to fetch the mail. Also, to send mail it will also need to do some SASL auth inside TLS.

2 1

Question regarding inbound email / ticket creation
by Jon Accornero 07 Jul '09

07 Jul '09

I'm rather new to OTRS so forgive me if this has been answered before. I've been struggling with this the last few days. I have installed a couple of different versions of the Windows flavor of OTRS (including the latest 2.4(beta)) to evaluate it. I have yet to configure OTRS to receive inbound email. The server I'm pulling from is an IMAP with SSL. Looking at other forums, it appears that this is a problem and doesn't quite work. So I enabled POP3 in a Gmail account that I have and it appears not to work either. I set it up in postmaster account as a POP3S too. I just need to show people that this thing can pull an email in and create a ticket. Could someone point me in the right direction? Thanks, in advance, for the help! - jon

5 8

Keep tickets closed
by Alan Creed 07 Jul '09

07 Jul '09

Hi, I need some help. Im using OTRS and I realized that u can reopen a ticket that was already closed. U can open it by sending a mail or using the client or agent interface. I need to keep the tickets closed for ever. The next state after closed must be closed, I mean none should reopen a ticket. I coudnt find any option using admin privileges, please I need help!!!!!!!!!!!!!!!!! Thanx a lot. _________________________________________________________________ Volvé famosa a tu mascota con MSN http://events.latam.msn.com/tumascota

2 1

Cannot create a ticket with an external applikation
by Stefan-Michael Guenther 07 Jul '09

07 Jul '09

Hello, we are currently trying to create a ticket with an applikation which is running on the same server as OTRS, but does not belong to OTRS. Here is the script: #! /usr/bin/perl use strict; use warnings; use File::Basename; use FindBin qw($RealBin); use lib dirname($RealBin); use lib dirname($RealBin) . "/Kernel/cpan-lib"; use Kernel::Config; use Kernel::System::Time; use Kernel::System::Log; use Kernel::System::Main; use Kernel::System::DB; use Kernel::System::Ticket; my $ConfigObject = Kernel::Config->new(); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, ); my $TimeObject = Kernel::System::Time->new( LogObject => $LogObject, ConfigObject => $ConfigObject, ); my $MainObject = Kernel::System::Main->new( LogObject => $LogObject, ConfigObject => $ConfigObject, ); my $DBObject = Kernel::System::DB->new( ConfigObject => $ConfigObject, MainObject => $MainObject, LogObject => $LogObject, ); my $TicketObject = Kernel::System::Ticket->new( ConfigObject => $ConfigObject, LogObject => $LogObject, DBObject => $DBObject, MainObject => $MainObject, TimeObject => $TimeObject, ); my $TicketID = $TicketObject->TicketCreate( Title => 'Some Ticket Title', Queue => 'testqueue', # or QueueID => 123, Lock => 'unlock', Priority => '3 normal', # or PriorityID => 2, State => 'new', # or StateID => 5, CustomerID => 'maxmustermann', CustomerUser => 'm.mustermann(a)in-put.de', OwnerID => 3, UserID => 3, Subject => "dies ist ein Test", Body => "und hier steht der text", ); my $TicketNumber = $TicketObject->TicketNumberLookup ( TicketID => $TicketID, UserID => 3, ); print "$TicketID\n"; print "$TicketNumber\n"; ### End ## When I start the script, I get the following output: 502 2009060810000074 Looks fine so far, but when I login into OTRS there is the hint "Need TicketID in TicketStdResponseString()" underneath "Compose Answer" and the body and subject which has been used in the script, isn't displayed either. What's wrong with that skript? Thanks for your help, Stefan

1 0

Re: [otrs] Admin Notification Error
by Gerardo Pivotto - sistemas 06 Jul '09

06 Jul '09

Michiel: Thanks a lot for this advice, i really think that cron it was a services daemon relationed with the sendmail process. But I read ur reponse I realiced that we have migrated the mail server and change some configurations because of some DOS attacks. That was the first problem at all, the validation requeriments changed. Then Looking at the otrs configs, i discover that for the smtp configuration the sisitem needs a FDQN, so i changed the name <<mailserver>> to <<mailserver.mydomain>>. In this moment the error changed, and I decided to start testing network configurations and discovered that ubuntu server didnot resolve names(so the dns server didnot gave me and ip for the mailserver.mydomain server). I havent time to continue testing about this problem, but as you help me(or try to help me, thats because mi problem it was not OTRS), i believed that you deserve my reply. Thanks for your time, I found very powerfull this mailling list so I will try to improve my skills so ask for interesting things and help others to solve them problems. See you next time. Gerardo > ------------------------------ > > Message: 2 > Date: Fri, 3 Jul 2009 10:23:56 +0200 > From: Michiel Beijen <michiel(a)beefreeit.nl> > Subject: Re: [otrs] Admin Notification Error > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <9eda38a40907030123j1cf8141bk223832e26639577(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Gerardo, > > I'd love to waste some of my time to try helping you out a little bit! ;-) > > I could not understand how cron, modprobe and lsmod would have anything to > do with your issues. > > When you'd send an admin notification OTRS uses the Core::Sendmail settings > to determine how to send out e-mail. In your case the mail server you > configured is rejecting the use of the address "gpivotto(a)sep.org.ar" as a > "from" address. This can be because of the mail server is not accepting mail > sent from the domain "sep.org.ar" or it can also be that you'd need to > authenticate first. > > Please review the settings in OTRS under Admin > SysConfig > Framework > > Core > AdminEmail, which will contain your default email address to be used > for Admin Notification, and Admin > SysConfig > Framework > Core::Sendmail > which will contain your mail server setup for sending out mail. > > Also, you state that you do not understand much of Linux system > administration but you chose OTRS because of the license. While of course > the GPL is a fine license, I would point out that OTRS can also run on > Windows, and many people do so. This is advisable if your shop has mainly > Windows skills. Of course OTRS uses the same GPL license (AGPL for OTRS >= > v2.4) on Windows as on Linux, the only downside is that you do not work with > a GPL'ed operating system. Another possibility is to learn linux > administrating, since you are using Ubuntu you might want to check out > training courses here: http://www.ubuntu.com/training > > Kind regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > On Fri, Jul 3, 2009 at 00:40, Gerardo Pivotto - sistemas < > gpivotto(a)sep.org.ar> wrote: > > > I got an error while trying to send a Admin notification. > > During my implementation testings i did not have this problem at all. > > First, I introduce mi Implementation structure. > > I got an OTRS 2.2.4, running on a Ubuntu 8.04 Server, the ubuntu server is > > hosted at a VMware Server virtual machine(testing enviroment was an ubuntu > > server 9.04, in an vmx runing on VMware player). I sudo aptitude the > > precompiled aplication with this command: "sudo aptitude install > > -with--recommends". I tryed all otrs modules and did not found any problem. > > But later I configure admin mail acount and smtp address(I got an mail > > server so i decided to use it smtp service rather than configurin another > > method to send the notification. > > For testing after the error apears, I reestart cron services(I guess that > > it is the guilty in this case) then I modprobe and lsmod looking for it and > > I didnot found nothing on them. > > Here is the error resulting of sending an Admin Notification: > > > > " > > Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Jul 2 > > 16:24:39 2009 > > > > Message: Can't use from: gpivotto(a)sep.org.ar! Enable debug for more info! > > > > Traceback (4699): > > Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 87 > > Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 > > Module: Kernel::Modules::AdminEmail::Run (v1.25) Line: 107 > > Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 > > Module: > > ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler > > (v) Line: 47 > > Module: (eval) (v1.81) Line: 204 > > Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 > > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 > > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > " > > I really dont understand much of linux managing, but as OTRS is GPL > > license, I decided to use an GPL licese base software. > > > > First of all, I just have to apologies because of my bad use of the English > > language. > > Then after the formal thing i just want to say thanks from now to the time > > you people waste trying to help me. > > > > See you next time, Gerardo Pivotto > > Country: Argentina > > City: Cordoba > > Primary Language: Spanish. > > Secondary Language: English. > > Little bit of Portugues and French. > > > > --------------------------------------------------------------------- > > 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 > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > >

1 0

I am on Vacation returning July 28, 2009
by Sri.Ramadurai＠hitachigst.com 06 Jul '09

06 Jul '09

I will be out of the office starting 07/06/2009 and will not return until 07/28/2009. I will be on vacation starting July 6 and will be back at work on Tuesday July 28, 2009. On urgent SAP Production Support Issues, please call the Hotline at 408-717-8500 and cc Sukanya Vichitakul. On HCM Issues, please contact Pow Hiang Chia. On OTRS Ticketing System Issues, please call Muhibba Haque at 408-717-7523 My Management delegate is Mary Tran available at 408-717-7004 All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

1 0

disable notification
by aida.garcia＠telvent.com 06 Jul '09

06 Jul '09

Hello all, We are using OTRS-2.3.4. I don´t have any notificacion selected in my preferences. In spite of I get the email notification about “ Add Note”, “Owner update” or “Responsible update”. How can I disable this? I don´t have any notification selected in queue properties in admin area neither. Thanks in advance. Best regards ***********Internet Email Confidentiality Footer************* This email and any files transmitted with it are confidential and intended solely for the use of the organization or individual to whom they are addressed. It is expressly forbidden to retransmit or copy email and/or this attached files without our permission . If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer does not consent to Internet email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it.

1 0

Problems with ODBC and Ms SQL
by Stefan-Michael Guenther 06 Jul '09

06 Jul '09

Hello, are there any members on this mailing list who store the OTRS agents in a MS SQL database? We have used different OTRS installations on Debian, SuSE, Redhat and Ubuntu but always get the same login error message which obviously has something to do with the DBD::ODBC module. It would be helpful if we could get the version numbers MS SQL, DBD::ODBC and OTRS of such a successful installation. Thanks in advance, Stefan-Michael Günther -- ******************************************** in-put GbR - Das Linux-Systemhaus Stefan-Michael Guenther Geschaeftsfuehrer Moltkestrasse 49 D-76133 Karlsruhe Tel./Fax : +49 (0)721 / 83044 - 98/93 http://www.in-put.de ******************************************** Schulungen Installationen Beratung Support Voice-over-IP-Loesungen ********************************************

2 1

Customer Same ID
by yevgeniy.kolesnyk＠obi.ua 03 Jul '09

03 Jul '09

Hello All, In our system to let all customers see all tickets they all have the same Customer ID. But this feature let them edit other's customers tickets. So does anyone know how to let only RO of other customers tickets and RW for own tickets? I will appreciate any suggestions to solve this issue. -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

3 3

Response email address change
by Emily Flynn 03 Jul '09

03 Jul '09

Hi, How can I change the email address that the is the default for responses to new tickets? Thanks Kind Regards, Emily Flynn

2 2

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

03 Jul '09

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

2 1

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

03 Jul '09

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

3 3

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

03 Jul '09

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

3 2

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

02 Jul '09

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

1 0

OTRS Reporting
by Rabindra Pandey 02 Jul '09

02 Jul '09

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

5 9

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

01 Jul '09

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

1 0

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

01 Jul '09

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

3 4

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

01 Jul '09

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

1 0

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

30 Jun '09

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

1 0

database errors
by Fernando 30 Jun '09

30 Jun '09

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

1 0

Configure ticket priorities (PostgreSQL)
by helpdesk 30 Jun '09

30 Jun '09

Good day, I'm trying to configure the OTRS priorities. The doc only have instruction for mysql but not for postgresql. Since I'm not that familiar with database, is there anyone outthere could provide me the instructions or link on how about I couldconfigure the priorities. Thanks, Fairuz

1 0

OTRS Ticket Customer fields
by Marchesi Mario 29 Jun '09

29 Jun '09

Hi, I'm wondering if someone can help me to understand if with OTRS 2.4 is possible add Customers fields to Ticket and define the new fields with the common filed attributes i.e. Mandatory , Type , legal values .... Thank you in advance for your help Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

2 1

user rights
by Coert Waagmeester 29 Jun '09

29 Jun '09

Hello OTRSsers! In the manual and online I have searched for a solution to this... I have about 6 users under the users group with all privileges set. As soon as I remove owner privilege, the users cant see the tickets, and gets read-only access to all.. What can I do to get around this? At the moment I have to give all user privileges to all, but I only want some people to be able to change ownership. Kind regards, Coert

1 0

OTRS and Remote Network Access
by Daja300 28 Jun '09

28 Jun '09

Hi folks New subscriber, first question. With otrs can someone setup a vpn or login using some sorta remote management system in order to access their client's network? This company have clients in other cities and need access to their machine in order to configure their network settings and perform other tasks. Also can otrs run in Windows? They want to integrate the program with their website. Thanks Dave

1 0

receive mail problems
by fatemeh hassani 28 Jun '09

28 Jun '09

Hello every body I had problem with post master mail account in otrs 2.3.3 recently and I can't receive my email in otrs queue(however I can send email with otrs). now I install otrs 2.3.4 win 32, I install it in my windows 2003 server. I use kerio mail server and create a domain (mydomain) and 2 users (admin,hassani) I run my otrs system as admin and click on admin button and then sysconfig in core window I set "AdminEmail" element with "admin@mydomain" but when I submit the page it doesn't change my "AdminEmail" with my email address and it has it's default address. And in my log file I don't receive any messages. and so when I want to add new user and set user EmailAddress element with hassani(a)mydomain.com I receive 2 errors in my log file: [Kernel::System::CheckItem::CheckEmail][161] DNS problem: Unknown error [Kernel::System::User::UserAdd][263] Email address (hassani(a)mydomain.com) not valid (invalid hassani(a)mydomain.com (DNS problem: Unknown error)! )! but when in sysconfig core window I set "CheckMXRecord" element with "No" then I can add my user with hassani(a)mydomain.com and don't receive any error. and other question: what is "FQDN","CheckMXRecord","CheckMXRecord::Nameserver" elements in core window and if I use mail server on my local system, with what value I must set these elements? Thanks.

1 0

OTRS Search Issue
by sumeet jain 27 Jun '09

27 Jun '09

Hello, I have a very typical issue. The OTRS Search works for all things except Closetime Parameter. If i use that , then it shows no results. And once i use that after which if i try to search using Create Time, that too doesnt work which otherwise was working earlier . However, in any case Closetime is not working. OTRS version 2.3.1 Pls let me know is it a bug in OTRS? or what wrong?

1 0

Installation path
by sumeet jain 27 Jun '09

27 Jun '09

Does OTRS needs to be installed at /opt/otrs/ Only?

7 9

FAQ articles not visible for customers
by Linda Lewis 25 Jun '09

25 Jun '09

We are just beginning with OTRS. We have created some FAQ articles and have them set to the public (all) state. When we log into the customer interface, the FAQ categories and article counts show up but we can't see the articles. Nothing shows up when we search. Nothing shows up under latest created article, latest changed article, or top 10 articles. They all show up in the agent interface. Changing the articles to external (customer) didn't help either. If anyone has any ideas on how we can get them to show up, it would be very helpful. TIA. Linda Lewis

2 2

conditional events in otrs
by J 25 Jun '09

25 Jun '09

Is there any way (or addin module) to simply handle conditional events in OTRS. For example. If a ticket has: 1. a response required of "priority = 'A 0-15min" then forward to urgentescalations(a)companyxyz.com 2. a response required of "priority = 'A 0-15min" then change queue to "EscalationsTeam" or 3. "Queue = 'Critical_Outage'" then forward to mobilephonenumber(a)smsservice.com Thanks and regards J

3 3

how do you unmerge merged tickets?
by Rodney McDuff 25 Jun '09

25 Jun '09

2 1

add the note in customers notification on state update
by samuel THOMAS 25 Jun '09

25 Jun '09

Hi, I want to show the note in the mail notification to the customers when the status change. I know <OTRS_CUSTOMER_Body> but it send the last customer note, what is to send the note of the ticket when a ticket change os status ? Thank you, Samuel.

1 0

more than 6000 closed tickets
by Leonardo Certuche 25 Jun '09

25 Jun '09

Hi there, Here's a question for the ones with large implementations of OTRS. One of the environments I take care of have reached the 6000 closed tickets. Unfortunately OTRS won't show them all -only the 6000 newest. I was doing my homework and the research only led me to the following user's manual entry http://doc.otrs.org/2.4/en/html/c2632.html in which they talk about performance but they won't mention anything about not showing old tickets after the 6000 limit is reached. Has anyone faced this same situation? Any help is much appreciated! Greetings, Leonardo Certuche

2 3

otrs 2.3.4 : .xml and .pm config files mix up cronjobs
by Joel HATSCH 24 Jun '09

24 Jun '09

hello *, from the documentation it turns out otrs is now storing its settings in XML files. the web interface uses and updates them. the cron script files however seem to depend upon the .pm files. I've debugged my issues down to the point where I find the config values (eg PostmasterX-Header) in the Kernel/Config/Files/Ticket.xml, but the bin/PostMasterMailbox.pl script is only reading in the .pm files and therefore complains about missing compulsory configuration parameters. => how to solve this ? is there a config setting to tell otrs to use the xml files ? or something to convert the .xml to .pm ? I found nothing in the docs, only the info that otrs is currently running dual with xml and pm files :-( I'm sure I'm missing something basic, but can't find it. Who can help ? TIA Joel

1 0

PDF export issue
by Juan Ferreyra 24 Jun '09

24 Jun '09

Hi, My generated PDFs have all the text with a very big separation between each character (something like "T i c k e t s e a r c h ..."). With the online demo version it works fine. Have I some bad configuration or maybe a missing font? Need help. Juan Ferreyra

2 3

Your opinion about configuration ?
by jaubert＠26.cerfrance.fr 24 Jun '09

24 Jun '09

Hi everybody, I need to produce stat from OTRS like this : number of ticket by queue and tech' by year (and order by tech'). At this moment, i configured otrs like this : Each queue is a category of software or hardware. For example, there is a queue for Microsoft Office 2003, one for OpenOffice, another for an account software version XX, etc. I know how to produce stat that count number of ticket for a given period but I don't have tech ! Best regards Jerome

3 3

FAQ module 1.5.4
by Marchesi Mario 24 Jun '09

24 Jun '09

Dear all, I'm using OTRS 2.4.0 Beta3, when I try to load FAQ 1.5.4 package Package Manager fails with the following error Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.3.x;) does not match your Framework (2.4.0 beta3)! Please someone can tell me if FAQ module is supported on OTRS 2.4.0 ? Thank you in advace for your help Regards Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

3 2

receiving mail whit otrs
by fatemeh hassani 24 Jun '09

24 Jun '09

Hello every body I had problem with post master mail account in otrs 2.3.3 recently and I can't receive my email in otrs queue(however I can send email with otrs). now I install otrs 2.3.4 win 32, I install it in my windows 2003 server. I use kerio mail server and create a domain (mydomain) and 2 users (admin,hassani) I run my otrs system as admin and click on admin button and then sysconfig in core window I set "AdminEmail" element with "admin@mydomain" but when I submit the page it doesn't change my "AdminEmail" with my email address and it has it's default address. And in my log file I don't receive any messages. and so when I want to add new user and set user EmailAddress element with hassani(a)mydomain.com I receive 2 errors in my log file: [Kernel::System::CheckItem::CheckEmail][161] DNS problem: Unknown error [Kernel::System::User::UserAdd][263] Email address (hassani(a)mydomain.com) not valid (invalid hassani(a)mydomain.com (DNS problem: Unknown error)! )! but when in sysconfig core window I set "CheckMXRecord" element with "No" then I can add my user with hassani(a)mydomain.com and don't receive any error. and other question: what is "FQDN","CheckMXRecord","CheckMXRecord::Nameserver" elements in core window and if I use mail server on my local system, with what value I must set these elements? Thanks.

1 0

Tickets not showing up in "My Queues" and Notifications to Email not happening
by J 24 Jun '09

24 Jun '09

Using OTRS 2.3.4 I have tickets being created that I cannot seem to get email notifications of and the tickets do not show up in My Queues. I have set the agent to have every box ticked in the Users<>Groups part of gui. Queues are assigned to groups as above. Sending an 'Admin Notification' Email from the GUI to the user works. In the 'Tickets' area of the GUI when a new ticket comes in, eg E-Mail Queue, it shows up under the queue name in the 'Queues:' line. 3 in below example. However, it does not show up in the 'My Queues' are, (1) below. Queues: *My Queues (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=0>* - Critical_Outage (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=17> - Development (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=20> - E-Mail (3) </otrs/index.pl?Action=AgentTicketQueue&QueueID=8> - test (1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=21> In Preferences under 'My Queues' for the Agent, all queues are showing in that section. Pressing the Update button does not seem to change anything. In Preferences - Mail Management, All questions are set to 'Yes' Yet, the tickets are not showing up in the 'My Queues' area directly, Not showing up as a 'New Message' in top right of agent screen, and Not sending a notification email to the agent. It seems illogical to me. Can anyone please let me know what I am probably missing or advise some trouble shooting steps to resolve. Thanks and regards J

2 2

customer user´s list pagination
by Pablo Graterol 23 Jun '09

23 Jun '09

Hi, we´re using OTRS(2.2.7)::ITSM(1.1.2) we have around two thousands costomer users. We´re facing the problem, however, that there is no pagination for the customer user´s list and we need to assign different set of services to customer sets. Any idea about how to solve this situation? thanks in advance, -- -Pablo

1 0

No SCALAR param in Bind!
by Patrick Schiess 23 Jun '09

23 Jun '09

hi, maybe someone of you guys will help me on this case, as i did a search on the whole internet and could spot anyone having the same problem as i have. well, since we use OTRS on a productive manner i can find over and over again this kind of error in the logs: [Tue Jun 23 16:39:17 2009][Error][Kernel::System::User::GetUserData][164] No SCALAR param in Bind! well, actually everything works pretty good... however we experience sometimes some strange DB behaviour that could only be resolved with a restart of the OTRS/apache service... and since i figured out, that this "no scalar param in bind" can be found in the DB.pm file, i am not sure if there is maybe a coincidence... here is our system overview: windows 2003 mssql 2008 apache 2.2.10 perl 5.10.0.1004 mod_perl 2.0.4 otrs 2.3.4 thanks a lot for every hint that might solve this issue. regards, patrick.

3 2

Adding the TicketType-field to Answers
by Markus Nagel 23 Jun '09

23 Jun '09

Hello list, similar to the post "Adding the Services field to the close tab?", we'd like to get the possibility to change the Ticket Type by answering Tickets. We've already realized it in creating notes, but it would be great to change the type in one step by creating an answer and changing the type. I cannot find such entry at Ticket -> Frontend::Agent::Ticket::ViewCompose Do I look at the wrong place? Any hints would be great Using OTRS 2.3.3 with ITSM 1.2.2 Thanks in advance Markus Nagel

1 0

OTRS does not handle message from the customer whose name contains diacritical marks
by Tibor Hirner 23 Jun '09

23 Jun '09

Dear all, here is a step-by-step description of our problem, in example. A customer sends an e-mail message to a mailbox dedicated for OTRS. If a customer´s name and a customer´s email address do not contain diacritics, OTRS works absolutely correctly and everything goes fine. Fortunately, once the customer´s name or email address contains diacritical marks, this e-mail message is the last one which is delivered to OTRS. No other message comes in OTRS since this moment. A big trouble. All delivered messages stay frozen in mailbox since now. What happens next? OTRS starts to create new and new tickets from this last handled customer´s message periodically. These new tickets contain the same subject and content. In our case, the new ticket copy is created each 60 minutes. Our OTRS SysLog shows following records: notice OTRS-PMAccount-10 New Ticket [2009062210000011/...] created (TicketID=162... error OTRS-CGI-10 No plain article (article id ...) in database! notice OTRS-PMAccount-10 Can't create PID PostMasterMailbox, because it's already running (otrs.xxx.xxx.sk/24033)! These records are created in the moment when the e-mail message comes in OTRS. After 1 hour our OTRS SysLog shows following records: notice OTRS-PMAccount-10 Removed PID (PostMasterMailbox/ otrs.xxx.xxx.sk/24033, because 1 hour old! notice OTRS-PMAccount-10 New Ticket [2009062210000029/...] created (TicketID=163... as a copy of previous TicketID=162 notice OTRS-PMAccount-10 Can't create PID PostMasterMailbox, because it's already running (otrs.xxx.xxx.sk/24287)! you can see that PID has been changed here These records are shown in SysLog every 60 minutes. If we delete the e-mail message (where the customer´s name contains diacritical marks) from the mailserver, all waiting messages are transferred to OTRS correctly. And since this moment OTRS works correctly (until a message from the customer whose name contains diacritical marks is received). Then all, described here, happens again. Could anyone from you help us with any idea, please? I truly appreciate any kind of your assistance much. Thanks. Sincerely, Tibor.

1 0

sending tickets
by imen sahnoun 23 Jun '09

23 Jun '09

I want to test ticket management system on OTRS. So I create a new ticket: admin --> Ticket --> Email-Ticket in "To:" field, I put my Email address and I send mail. But I don't receive any ticket!!

1 0

use postmaster mail account
by fatemeh hassani 23 Jun '09

23 Jun '09

Hello every body. I install OTRS 2.3.3 win32 on my windows server 2003, and I use Email services in windows components, I create domain name and add mail box. I can send mail with otrs but I can't fetch my mail box to my otrs queue Excuse for my bad English.

3 6

Custom fields: multicompany users
by Juan Ferreyra 23 Jun '09

23 Jun '09

Hi, I need to create a new field: The /"institution"/ of the customer user. Our customers users can work in more than one /institution,/ so we need to specify that list in the creation, by selecting them from an /"available institutions"/ list. Then, when the customer user is creating a new ticket, if he is related to more than one /institution,/ some combo should appear and he should specify the /institution/ that ticket is related with. Is there an easy way to add that feature without changing too much code? Maybe there is a way to define customer_companies/users/customer_users relations to cover this requirement. Juan Ferreyra

2 1

sysconfig run slowly
by Karlos Jelez 23 Jun '09

23 Jun '09

Hi List, Recently upgrade my OTRS from 2.3.1 to 2.3.4 and I did change my box (a failure hardware). I have identical hardware and apache/perl configuration. All runs excellent except sysconfig. When I go to sysconfig to set up any item, response takes til 2 minutos. When I save the changes, response takes til 2 minutes again. Any ideas about how to to solve this issue? Thanks in advance. Karlos.

1 0

Adding the Services field to the close tab?
by Cynthia Kwan 22 Jun '09

22 Jun '09

Dear all, I would like to add the services field and the sub-categories of the services field to the close tab. Does anyone know where/how to do this? Thanks in advance for your advice. Cindy Kwan IT Group UPenn

2 1

OTRS on Linux with MSSQL
by Russell McConnachie 22 Jun '09

22 Jun '09

Hello: Has anyone successfully implemented a deployment of OTRS 2.3.4 or 2.4 on a Linux based system using MSSQL as the database backend? Currently my environment is setup as follows: Perl 5.8.8 (with all required CPAN modules) FreeTDS 0.82 (TDS Version 8.0) UnixODBC 2.2.11 OTRS 2.3.4 & OTRS 2.4.0 Running under Apache 2.2 with mod_perl2. The problem I am running into is that the connection to my MSSQL database drops after each query. I am figuring that the FreeTDS or UnixODBC client is not keeping the connection persistent which is why the login to OTRS is failing. If anyone has some insight or has seen this problem before, I would appreciate to hear any suggestions. Thanks.

2 4

LDAP update?
by Emily Flynn 22 Jun '09

22 Jun '09

Hello, I have our OTRS customers authenticating by LDAP. I changed my WIndows password earlier today, and now I can't log in with either my new or my old. I have restarted OTRS services. Any suggestions on what I should do? Thanks Kind Regards, Emily Flynn

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multivalue values from ldap connection
by Markus Nagel 22 Jun '09

22 Jun '09

Hello list, does anyone have experience in getting parts of a multivalue field from MS AD in an ldap-customer backend? When I map it in normal way in Config.PM, I only get the first value of the multivalue field. Thanks in advance Markus Nagel

1 0

Implementing FAQ fields into OTRS Ticket
by Eureka63 Bis 22 Jun '09

22 Jun '09

I'm checking OTRS and I found very useful the FAQ view where content is displayed by using three fields: symptom, problem and solution. I'd love to implement the above fields into each OTRS Ticket as additional fields an agent can fill and edit freely. In this way, in a blink, any agent can understand a ticket without to read tens of exchanged emails with the submitting customer and the other technicians involved in the internal notes. I tried FreeText fields but they seems not appropriated to contain medium size texts. Which is the best way to do that? Best regards

1 1

Priority on customer or agent replies - default to current priority level
by J 22 Jun '09

22 Jun '09

Using V2.3 I have found that if a response is sent to a customer, on the reply screen the 'Priority' dropdown is set to the top priority in the list regardless of the original/current priority. The problem with this is that if a customer neglects to change the priority back to what the original priority level was, the priority for the whole ticket is changed. In our case it changes to "No response required" as that is at the top of the list. Is there a way to default the priority to whatever its current priority level is? That way it should only change if a customer or agent has forcibly done so. Thanks and regards J

1 0

Access to many Queues but notifications of only some Queues
by J 21 Jun '09

21 Jun '09

Hi All I am new to OTRS and have just spent the day configuring it. Once I had my head around the terminology it looks like an excellent product. A big thanks to all who have contributed. I have created an agent/user that I would like to have full capabilities of seeing queues and responding for 10 queues. However, of those I only want that agent to receive notifications for the 2 queues that pertain specifically to him. Similarly user2 for a different few queues. In the User<>Groups, the Agent has pretty much everything ticked. I cannot see how to do this differentiation for notifications. Could someone please advise? Thanks and regards J

2 4

OTRS Memory Leak Mod_Perl Crashes
by Brent Charles 20 Jun '09

20 Jun '09

Hello, I am currently running OTRS 2.2.7 on a Windows 2k3 machine using mod_perl /2.0.3 with Perl/v5.8.8 on apache/2.2.9 We have seen issues with a memory leak that eventually leads to the following error accompanied by an apache crash/restart. At the time of the crash apache will be using apx. 1GB of memory. [Tue Jun 16 13:03:13 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Occasionally the process will crash without reaching "critical mass" on memory usage. In these cases we see the following errors: [Tue Jun 16 13:02:14 2009] RegistryCooker.pm: Free to wrong pool 3ef32c8 not 179511c8 at D:/OTRS/Perl/lib/constant.pm line -1. [Tue Jun 16 13:03:13 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Any thoughts? Thanks, Brent C.

1 0

OTRS Report Generation Issue
by srivathsa visweswaraiah 19 Jun '09

19 Jun '09

Hi, I am facing issue while generating Graph report from OTRS. I am Able to configure the report from all the steps 1 to 4 , while running the report I am getting "Internal Server error 500" on my browser and in Apache error log file I am getting the following error. *[Fri Jun 19 14:43:59 2009] [error] [client 10.209.40.33] [Fri Jun 19 14:43:59 2009] index.pl: Subroutine GD::Image::filledRectangle redefined at /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/GD.pm line 99., referer: http://Helpdesk.mysite.com/otrs/index.pl?Action=AgentStats&Subaction=View&S… * *[Fri Jun 19 14:43:59 2009] [error] [client 10.209.40.33] /usr/bin/perl: symbol lookup error: /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/GD/GD.so: undefined symbol: gdImagePngPtr, referer: **http://Helpdesk.mysite.com/otrs/index.pl** ?Action=AgentStats&Subaction=View&StatID=7 * ** OTRS Version : 2.3.3 Perl Version : 5.8.5 Perl-GD Version : 2.41 (Compiled with png, jpeg, pthreads and freetext) Apache Version : 2.0.52 Can someone suggest me what are the pre-requisites to get graph on browser. Thanks. Vathsa

2 1

Change time interval for OTRS to check external email account for emails
by Jack Blalock 19 Jun '09

19 Jun '09

Hello all To find out how I could change the time interval OTRS uses to check an external account for email, I did an online search found a reference to a default setting for this to be 10 minutes and this seems to be correct with how it seems to be happening in my OTRS system. Note: the online references I found were pop3 polling Based on what I found on the web I went into the "SysConfig" within "Misc", did a search for IMAP which brought up "Core:Postmaster". In this I I see a entry/setting for "PostmasterReconnectMessage:" The configurable setting in here was defaulted to 20 (and not ten). I changed it to 1 even though the description of this setting was "The "bin/PostMasterMailaccount.pl" will reconnect to POP3/POP3S/IMAP/IMAPS host after the specified count of messages. This did not seem to be what I wanted to do according to the description (I'm not looking to change by message count), but based on what I found this seemed to be where people were being pointed to with regards to changing time the interval.................or maybe I just misunderstood what I found?? After the change from 20 to 1 and selecting the "Update" button, I sent some test emails and it still took about 10 minutes before the emails showed up as tickets in OTRS. So the question is, in OTRS how do I change the time interval that OTRS uses to check an external Google Apps account for emails via IMAPS to be pulled into the OTRS system. Is this something I need to instead look into changing in fetchmail, if so please provide details (I'm very new to OTRS and Linux/Unix)? -- Thanks Jack Blalock

3 2

HTML-Link in TicketValue?
by Roland Wolters 19 Jun '09

19 Jun '09

Hi there, we do use the TicketKey/TicketValue possibilities in otrs (Config.pm) quite a lot to add further static information to the tickets. Now the idea turned up to add even more information via static links. For example: 'X-OTRS-TicketKey1' => 'Responsible internally:', 'X-OTRS-TicketValue1' => 'John Doe', 'X-OTRS-TicketKey2' => 'Detailed Customer Info:', 'X-OTRS-TicketValue2' => 'http://www.mycompany.com/ThisCustomer', The problem is now: if the link is entered as above, it is shortened in the otrs display/ticket zoom: http://www.mycompany.com/[..] If I change the value to a html hyperlink, <a href=""..., the hyperlink is not interpreted, but the otrs ticket zoom really displays the characters: <a href="http://www.myco[...] Is there a way to tell otrs to display the TicketValue as a link or at least to interprete the html code given in that field? Best regards, Roland -- Roland Wolters Tel.: +49 (0) 21 61 / 46 43-181 Mobil: +49 (0) 160 / 74 52 624 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz

1 0

disable Pending date field
by samuel THOMAS 19 Jun '09

19 Jun '09

Hi, How to disable the Pending date in the page to add Note, I want to have the same fields that in the demo : http://demo.otrs.org/otrs/index.pl?Action=AgentTicketNote&TicketID=116827 But I have three fields more ("Pending date", "state" and "priority"), how to disable them ? I have change something in sysconfig, but I've forget what :( Thank you, Samuel.

3 4

how to merge two OTRS system to one
by Jeffery Chen Fan 19 Jun '09

19 Jun '09

Dear OTRS uers, how to merge two OTRS system to one . i have two running OTRS, and now i want merge the two instance to one. and do not want to lose all ticket. how to Archie this? -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

1 0

OTRS question
by rajaa Jlil 19 Jun '09

19 Jun '09

hello, I want to ask how can i change the address system of OTRS, I tried to change it at " electronic adress " but I think that I have to put the password. the problem is that I don't know where have i put it to work. thx and sorry for my english i'm from MOROCCO -JLIL Rajaa- ESG-Casablanca tél : 0665 78 86 49 _________________________________________________________________ Découvrez toutes les possibilités de communication avec vos proches http://www.microsoft.com/windows/windowslive/default.aspx

2 1