- otrs - OTRS mailing lists

Upgrading from 1.3
by Wes Plate 28 Sep '08

28 Sep '08

I'm going to bite the bullet and finally try to upgrade off of 1.3.x up to the latest version. Since the 2.3.2 UPGRADING instructions say they're for those going from 2.2 to 2.3 I imagine I'm going to have to upgrade from 1.3 to 2.0 then to 2.1 then to 2.2 and finally 2.3. That's fine. But the 2.0 UPGRADING instructions start off by saying... > These instructions are for people upgrading OTRS from "1.3" to "2.0". > > *) Stop all your services (e. g. rcotrs stop-force) When I try to enter "rcotrs stop-force" my OTRS system replies... -bash: rcotrs: command not found Help? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Re: [otrs] Cron for running postmaster on Mac OS 10.5
by Nils Breunese (Lemonbit) 27 Sep '08

27 Sep '08

Manoj Patwardhan wrote: > I got a message saying my previous post could not be delivered so > trying again... The OTRS mailinglist has a strange mail loop or something. Your message was in fact delivered just fine. Nils Breunese.

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Additional Free Text Fields
by Theunis De Klerk 27 Sep '08

27 Sep '08

Hi Guys, I am new to this list, so firstly Hi to all. What I would like to know is, is there any way to add more free text fields to the free text form via the config? Or do I manually have to edit the AgentTicketFreeText.dtl to add them! Currently the default on version 2.2.6 is 4 and the title. Thanks _____ Theunis De Klerk Cell : +27 83 788 7261 Email : <mailto:theunis@pier29.co.za> theunis(a)pier29.co.za Web : <http://www.pier29.co.za/> www.pier29.co.za http://www.pier29.co.za/images/logo.gif _____

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How Can I Replace the Subject in Forward Messages?
by Buice, David R 26 Sep '08

26 Sep '08

OTRS gurus, We are running otrs 2.3.1 on a Solaris server with an Apache webserver. When we forward an article, there are times when we would like to change the Subject line. OTRS helpfully puts "Re: [original subject]" in the Subject line. Ordinarily this would be fine, but we have several circumstances in which we want to change that line. Even if you delete everything in the Subject line and type your own subject, e.g. "TEST", once you hit enter OTRS replaces "TEST" with "Re: [original subject] TEST". How can I modify the behavior of OTRS so that we can replace the default Subject line without OTRS putting the default information in front of the replacement? Regards, David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified EDS, an HP company PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-390 Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice(a)eds.com We deliver on our commitments so you can deliver on yours.

1 0

OTRS performance tuning
by Patrick Schiess 26 Sep '08

26 Sep '08

hi everyone, i have loaded the OTRS support package which should analyze my system. well, after running this package i have two critical points to review: Apache::DBI Apache::DBI should be used to get a better performance (pre establish database connections). Critical Apache::Reload You should use mod_perl to increase your performance very strong! Critical well i searched all over the internet and couldn't find anything on this two points. as i guess, this is not really a OTRS issue but more a apache issue... unfortunately i am not really familiar with apache... so hopefully someone of you guys can give a clue. thanks a lot. regards, patrick.

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help with setting up CRON
by JR 26 Sep '08

26 Sep '08

I am using ubuntu and can not get mail to come in. my mail server accepts pop or imap. I am trying to figure out which cron file to edit. postmaster ? fetchmail etc. can you please advise?

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Upgrading from 2.27 to 2.32
by mattm 26 Sep '08

26 Sep '08

I have been recently hired into the IT department of my company. As the new guy one of my first jobs has been to upgrade our Otrs install on our Debian Etch server from 2.27 to 2.32. I tried it on a test server at first and was able to get the latest version installed and was able to log in but did not test the system any further after this. Then I ran the scripts to update the DB files as per the instructions and now I am no longer able to log in. None of the user names are valid any more. If someone could tell me an easier way to get this up and working or where I might have gone wrong migrating the database it would be greatly appreciated. Once again this is a Debian 4.0 install using a mysql database. Thanks MattM

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Show ticket owner and responsible on queue view
by Jesús M. Navarro 26 Sep '08

26 Sep '08

Hi, list: I'm wondering how/if it is possible to show ticket owner and ticket responsible on the general queue view along with ticket state, priority, service, etc. I already had a look at Sysconfig Frontend::Agent::Ticket::ViewQueue to no avail. Any hint? Cheers

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Disabling creation of tickets via email
by dhorne＠machassociates.com 26 Sep '08

26 Sep '08

Hi, We are running OTRS v. 2.3.2 and although we would like to retain the ability to add to current tickets via email, we would like to disable the creation of tickets via email, requiring our clients to generate new tickets on the web interface. Is this possible? Regards Danny Horne

1 0

Get POP3S messages
by Guillaume Rehm 25 Sep '08

25 Sep '08

Hi list, I have upgrading my otrs box to 2.3.2 to get POP3S fonctionnality. All works fine with this new release in POP3 mode but not in POP3S. I have changed my Postmaster mail account to use POP3S. And when I run PostMasterMailbox.pl I have the following error: svm-otrs:/opt/otrs/bin # ./PostMasterMailbox.pl -f 1 Notice: PostMasterMailbox.pl is already running but is starting again! Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 57. ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Wed Sep 17 16:21:54 2008 Message: POP3S: Can't connect to mailserver.u-strasbg.fr Traceback (5659): Module: Kernel::System::MailAccount::POP3S::Fetch (v1.4) Line: 76 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: ./PostMasterMailbox.pl (v1.2) Line: 135 As anyone can give me a procedure to implement POP3S support ? How and where I give otrs my mailserver certificate ? You can find below my otrs.checkModules. Thanks in advance. svm-otrs:/opt/otrs/bin # ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.50) o DBD::mysql.....................ok (v3.0002) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) 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 (v0.55) o Net::POP3......................ok (v2.28) 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 (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.36) o GD.............................not installed! (not required / for stats) o GD::Text....................not installed! (not required / for stats) o GD::Graph...................not installed! (not required / for stats) o GD::Graph::lines............not installed! (not required / for stats) o GD::Text::Align.............not installed! (not required / for stats) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v1.35) o XML::Parser....................ok (v2.34) -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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escalation email notification question
by Patrick Schiess 25 Sep '08

25 Sep '08

hi, we have the really strange behavior that when a ticket was escalated at some time and the notification has been sent to the agents in question, this ticket will generate every day between 8.00am and 8.05am again a notification that is again sent to the agents. first of all i thought that this has to be in association with the defined working hours in the otrs framework. but it is not... it doesn't change something if the working hours starts at 1am or 11am or even 4pm... the escalation notification will alway be sent again every day between 8.00am and 8.05am... why? does anyone of you guys have an idea on this issue? thanks a lot. regards, patrick.

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mod_perl
by Maurice James Ny 24 Sep '08

24 Sep '08

I'm having a problem with mod_perl. Whenever I activate it on my web server OTRS starts serving up blank pages for OTRS. This behavior is not persistent, but it happens every 5th or 6th request. Has anyone seen this before?

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Escalation messages in agent frontend
by Alejandra Piedra 24 Sep '08

24 Sep '08

Hello I was wondering if there's a possibility to remove the messages displayed in the frontend when a ticket has escalated, this because some people, myself included, find it annoying to have a message for every single ticket with an error icon. Thanks and regards Maria Alejandra Piedra

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Resolved "Show closed tickets." by default for all customers
by Mike Lykov 24 Sep '08

24 Sep '08

> By default this parameter set to "yes", but we want to set it to "no" for all. Resolved: If Sysconfig - Ticket -> Frontend::Customer::Preferences CustomerPreferencesGroups###ClosedTickets: key DataSelected is 0 (instead 1) then "show closed tickets" parameter for all _created after change_ customer users is "no". -- Mike Lykov System Administrator, Domain Name Registrar REG.RU http://www.reg.ru/ +7 495 580-11-11 int. 504

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Re: [otrs] Problems Importing OTRS Database
by Wes Plate 24 Sep '08

24 Sep '08

David, Did you ever find a solution for this question? I'm in this exact same spot. Thanks. > Hello everyone, > > This issue may be better served by the mysql community but I thought I'd > start with the OTRS community first. > > I am trying to move our OTRS database from a Linux based client to a Sun > Solaris server. > > The client is running MySql version 3.2.3 and OTRS 1.2.3 and Apache > 1.3.x. > > The server is running MySql version 5.0.45, OTRS 2.2.6 and Apache 2.2.6 > > My intent was to get a good backup of the OTRS database from the client, > then import it into MySql on the server and run the myriad upgrades > needed to bring the database up to version 2.2.6. > > I ran the following command on the client: > > mysqlhotcopy otrs /pathname/otrs.sql > > I used mysqlhotcopy because I was running into space issues when I tried > using mysqldump. > > I got a clean otrs.sql file with no errors. > > I then took the file to the server and ran the following command: > > mysql -p otrs < otrs.sql > > The job ran for a while and then ended with the following nysql error: > > ERROR 1060 (42S21) at line 429990: Duplicate column name 'group_id' > > I used phpmyadmin to discover that OTRS tables had been created up to > the "theme" table. The import job croaked when trying to create the > "ticket" table. > > The otrs.sql file is 3.5 GB in size. I have not found a way to edit it > (nor do I know if that is desirable). > > I would really like to use the backup I created but don't know how to > get past the mysql error. > > I would be grateful for any advice the OTRS community might have. Don't > hesitate to tell me to go bug the mysql folks! -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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"Show closed tickets." by default for all customers
by Mike Lykov 24 Sep '08

24 Sep '08

Hi all. We are start to use customer web interface. There are individual preferences for every customer, accessed via "preferences" button. In that prefs there are "Show closed tickets" (yes/no) entity, it's work for some customer. But we want to remove "preferences" button from customer interface (by disable that module). By default this parameter set to "yes", but we want to set it to "no" for all. How we can do it? -- Mike Lykov

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Where to set the database name?
by Wes Plate 24 Sep '08

24 Sep '08

I am trying to load my old database into a new OTRS 2.2.4 installation and while my Config.pm file says that OTRS is using the "otrs" database it is clearly using the "otrs2" database that the .deb installer created. If I don't set the database name in Config.pm where do I set it? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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[UPGRADE 2.2.6 to 2.3.1] No MainObject! at /var/www/otrs-231/bin/cgi-bin/../../Kernel/System/AuthSession.pm line 83.
by Serge Algarotti 23 Sep '08

23 Sep '08

Hi I test on a test machine the OTRS upgrade from 2.2.6 to 2.3.1: 1) I have do a clone machine with otrs as the real machine (OTRS 2.2.6) 2) I have upgraded as explain in the UPGRADING file * install the new release 2.3.1 * i have copied the Kernel/Config.pm and GenericAgent.pm * I have upgrade with DBUpdate-to-2.3.mysql.sql (no error) * I have run DBUpdate-to-2.3.pl (no error) * I have upgrade with DBUpdate-to-2.3-post.mysql.sql (no error) When I connect to /otrs/index.pl as agent, everything is ok, all work When a customer connect (/otrs/customer.pl , he have a error message and he cannot connect: No MainObject! at /var/www/otrs-231/bin/cgi-bin/../../Kernel/System/AuthSession.pm line 83. The line 83 is: # check needed objects for (qw(LogObject ConfigObject TimeObject DBObject MainObject)) { $Self->{$_} = $Param{$_} || die "No $_!"; <<<< line 83 } The customer backend is LDAP. All is ok and work on the real machine in 2.2.6 since many months. can you help me ? I have the same Config.pm than in 2.2.6 . thank you, Serge

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Problem sending mail to list
by Patric 23 Sep '08

23 Sep '08

Hi, Not sure if this is getting to the list, but whenever I try send to otrs(a)otrs.org I get the following failure message: -------- Original Message -------- Subject: Undelivered Mail Returned to Sender Date: Tue, 23 Sep 2008 10:22:46 +0000 (GMT) From: MAILER-DAEMON(a)otrs.org (Mail Delivery System) To: patricrt(a)gmail.com This is the Postfix program at host lusen.otrs.org. I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below. For further assistance, please send mail to <postmaster> If you do so, please include this problem report. You can delete your own text from the attached returned message. The Postfix program <otrs-otrs(a)lusen.otrs.org>: mail forwarding loop for otrs-otrs(a)lusen.otrs.org

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Anyone else have otrs 2.3.2 working with postgresql???
by Rudi Schmitz 23 Sep '08

23 Sep '08

I have tried different linux distros, different versions of postgresql and have even found a freebsd user with the same error. I can't get a regular database owner in postgresql to work with otrs it has to be superuser some reason. That is not good security wise. Once I give super user to config.pm database user it works. I found a freebsd user with the same error message: freebsd same error message on root@localhost login: http://groups.google.com/group/lucky.freebsd.ports.bugs/browse_thread/threa… syslog errors I get: Sep 19 15:38:26 help OTRS-CGI-10[6480]: [Error][Kernel::System::Valid::ValidIDsGet][Line:120]: ERROR: permission denied for relation valid , SQL: 'SELECT id FROM valid WHERE name = 'valid'' Sep 19 15:38:26 help OTRS-CGI-10[6480]: [Error][Kernel::System::Auth::DB::Auth][Line:96]: ERROR: syntax error at or near ")" at character 51 , SQL: 'SELECT pw, id FROM users WHERE valid_id IN ( ) AND login = 'root@localhost'' Sep 19 15:38:26 help OTRS-CGI-10[6480]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 10.254.7.157) It has somethingto do with using postgresql if is use mysql it works like a charm. Anyone have any pointers.

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"Show closed tickets." by default for all customers
by Mike Lykov 23 Sep '08

23 Sep '08

Hi all. We are start to use customer web interface. There are individual preferences for every customer, accessed via "preferences" button. In that prefs there are "Show closed tickets" (yes/no) entity, it's work for some customer. But we want to remove "preferences" button from customer interface (by disable that module). By default this parameter set to "yes", but we want to set it to "no" for all. How we can do it? -- Mike Lykov

1 0

Custom data in signature
by Patric 23 Sep '08

23 Sep '08

Hi all, Hope somebody can help me. Is there a means to insert custom data into a signature, for example from an external database? Many thanks Patric

2 2

Custom data in signature
by Patric 23 Sep '08

23 Sep '08

Hi all, Hope somebody can help me. Is there a means to insert custom data into a signature, for example from an external database? Many thanks Patric

2 1

Return Email
by Richard Gliebe 23 Sep '08

23 Sep '08

Hi all, is it possible, that a Customer gets a retourn Emails (with the Trouble Ticket Number) when he sends an request to the OTRS TTS? We are running otrs-2.2.5 on FreeBSD 7.0-STABLE thanks in advance Richard -- Richard Gliebe Information Services Fachhochschule Vorarlberg GmbH / University for Applied Science Hochschulstrasse 1 A-6850 Dornbirn T: +43 5572 792 2207 M: richard.gliebe(a)fhv.at W: www.fhv.at FN 165415 h, LG Feldkirch

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Bulk-Action doesn't work with the lite theme
by CARNINO Daniele (FIAT SERVICES) 22 Sep '08

22 Sep '08

In my installation of OTRS 2.2.8 the Bulk-Action doesn't work with the lite theme. I've seen previous messages about this behaviour, more than one year old: is somebody working on this annoying bug? Cheers, d.

2 2

Custom data in signatures
by Patric 22 Sep '08

22 Sep '08

Hi all, Hope somebody can help me. Is there a means to insert custom data into a signature, for example from an external database? Many thanks Patric

1 0

Cron for running postmaster on Mac OS 10.5
by Manoj Patwardhan 21 Sep '08

21 Sep '08

I got a message saying my previous post could not be delivered so trying again... --------- I installed OTRS on a Leopard system and am trying to get the cron jobs set up to check mail periodically. The jobs seem to run fine but I get the following error in my console log: 9/21/08 10:40:00 AM com.apple.launchd[1] (0x10bff0.cron[8110]) Could not setup Mach task special port 9: (os/kern) no access Any ideas why this is happening and what I can do about it? Thanks!! Manoj Patwardhan

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Not receiving mail
by Wes Plate 21 Sep '08

21 Sep '08

My upgraded OTRS setup is not receiving mail, so I found in the docs that I should try this PostMaster.pl test. But I receive an error. > [root@71 bin]# cat ../doc/test-email-1.box | ./PostMaster.pl > ERROR: OTRS-PM-1 Perl: 5.8.0 OS: linux Time: Sun Sep 21 07:41:09 2008 > > Message: IO::Handle: bad open mode: <: at > /opt/otrs/Kernel/cpan-lib/MIME/Parser.pm line 1136 > > > Traceback (28582): > Module: ./PostMaster.pl (v1.31) Line: 134 I found this thread on the German OTRS list http://www.mail-archive.com/otrs-de@otrs.org/msg09476.html but the poster doesn't say what he did to fix his problem. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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OTRS Faq language
by Jean-Luc Biord 21 Sep '08

21 Sep '08

Hi all, I'm a new user of OTRS. I installed the FAQ module by downloading and installing the FAQ-1.4.4.opm on the ftp. The user interface of this faq is available in English or German only. How to have the interface in other language (in French) because on faq.otrs.org the interface is in French. Thanks,

1 0

500 Internal Server Error when sending mail
by Wes Plate 21 Sep '08

21 Sep '08

I'm testing all the aspects of the new version of OTRS after years of being way behind. I can create new tickets but the system is unable to send mail out, when I try to create a new ticket or respond to a ticket I get an Apache 50 Internal Server Error. My httpd error_log file says... [Sat Sep 20 17:03:51 2008] [error] [client xx.xx.xx.xx] Premature end of script headers: index.pl, referer: http://support.automaticduck.com/otrs/index.pl?Action=AgentTicketCompose&Res ponseID=1&TicketID=6509&ArticleID=36614 I checked the SysConfig and it has the proper SMTP settings I used to have, so that's good, but something else is amiss. Google isn't getting me the answer. Hints? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Re: [otrs] Upgrading from 1.3
by Nils Breunese (Lemonbit) 20 Sep '08

20 Sep '08

Wes Plate wrote: > I downloaded the PRM for Redhat 8.0 and installed it. Then I ran > the script > to upgrade my database to 2.0 then I ran SetPermissions.sh. > > I restarted the services but cannot log in to OTRS, no matter what I > enter I > am told the login failed with incorrect username or password. I > followed > this step to reset the root password via mysql but still I can't log > in... > http://doc.otrs.org/1.3/en/html/problems-misc.html I have no idea. Maybe the password hashing changed between 1.3 and 2.0? In that case I can see how the 1.3 instructions for resetting the password don't apply anymore on 2.0. I'd try the supplied bin/ otrs.setPassword tool instead of changing the hashes in the database manually. I have never used OTRS 1.x, so I don't have any experience upgrading from 1.x to 2.x myself. Nils Breunese.

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OTRS Faq in French
by Jean-Luc Biord 20 Sep '08

20 Sep '08

Hi all, I'm a new user of OTRS. I installed the FAQ module by downloading and installing the FAQ-1.4.4.opm on the ftp. The user interface of this faq is available in English or German only. How to have the interface in other language (in French) because on faq.otrs.org the interface is in French. Thanks,

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do not understand filtering
by Dirk Völlger 19 Sep '08

19 Sep '08

Hi, I filter my mails concerning the TO: headers, which works quite good. I use .procmailrc to determine the queues. It looks smth like that: :0 fhc : * TO:.recepient@domain.tld | formail -I "X-OTRS-Queue: queue" Sometimes mails are send to several adresses and are determined for several queues. I wonder, how a mail send to recipient1 and in cc to recepient2 to can be filtered into different queues. Does anyone have a clue?

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Cannot set Auto Response mail to html.
by Agnelo Ferrao 19 Sep '08

19 Sep '08

Hi, Need to set my AutoResponse mails in otrs as html. Goes out as text/plain Regards, Agnelo ________________________________________________________________________ You are invited to Get a Free AOL Email ID. - http://webmail.aol.in

2 1

Our services dropdown doesn´t show anything
by Salvador Santander Gutiérrez 19 Sep '08

19 Sep '08

Hello, we have a problem with services. We've created both services and SLA, but when create a new ticket and introduce the type, user and queue any service appears. Do you know if we have to do more actions? Thanks very much.

1 1

show empty queues
by Miquel Àngel Capó 19 Sep '08

19 Sep '08

Hello, I need to implement a ticketing system for my new company. I am familiar with MS CRM, so I want to achieve some of it's features (and others that don't have), and I want to know if it's possible to do them with OTRS. - Show empty queues: I want all the queues to be displayed, even if they don't have any new ticket. - Create Views, for showing, for example, all resolved tickets of a certain queue. - Add some kind of 'Lookup' field, in order to relate a ticket to a FAQ article. (I need this because I want to tag a ticket with the article that has been used to resolve it) - A multilevel selector to select the category of the incident/ticket (i.e: hardware/HD; hardware/screen/dead pixel;Software/Office...) - 'Attach' a ticket to the calendar (In order to meet the customer to resolve it) The first and the second one are the most important for me. Any clue on how to achieve them? Thanks in advance

1 0

Get POP3S messages
by Guillaume Rehm 19 Sep '08

19 Sep '08

Hi list, I have upgrading my otrs box to 2.3.2 to get POP3S fonctionnality. All works fine with this new release in POP3 mode but not in POP3S. I have changed my Postmaster mail account to use POP3S. And when I run PostMasterMailbox.pl I have the following error: svm-otrs:/opt/otrs/bin # ./PostMasterMailbox.pl -f 1 Notice: PostMasterMailbox.pl is already running but is starting again! Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 57. ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Wed Sep 17 16:21:54 2008 Message: POP3S: Can't connect to mailserver.u-strasbg.fr Traceback (5659): Module: Kernel::System::MailAccount::POP3S::Fetch (v1.4) Line: 76 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: ./PostMasterMailbox.pl (v1.2) Line: 135 As anyone can give me a procedure to implement POP3S support ? How and where I give otrs my mailserver certificate ? You can find below my otrs.checkModules. Thanks in advance. svm-otrs:/opt/otrs/bin # ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.50) o DBD::mysql.....................ok (v3.0002) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) 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 (v0.55) o Net::POP3......................ok (v2.28) 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 (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.36) o GD.............................not installed! (not required / for stats) o GD::Text....................not installed! (not required / for stats) o GD::Graph...................not installed! (not required / for stats) o GD::Graph::lines............not installed! (not required / for stats) o GD::Text::Align.............not installed! (not required / for stats) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v1.35) o XML::Parser....................ok (v2.34) -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Cannot find the POP3S option
by Varga Viktor 18 Sep '08

18 Sep '08

Hello, I am installing the 2.3.2 version on a linux server, and cant find the POP3S int he dropdown list? What should i do to select it? Where can find some detailed info about it??? üdvözlettel/best regards: Varga Viktor rendszerüzemeltető Netlock Kft. _______________________________________________________________________ Ezt az e-mailt virus- es SPAM-szuresnek vetettuk ala a filter:mail MessageLabs rendszerrel. Tovabbi informacio: http://www.filtermax.hu This email has been scanned for viruses and SPAM by the filter:mail MessageLabs System. More information: http://www.filtermax.hu ________________________________________________________________________________________

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Get POP3S messages
by Guillaume Rehm 17 Sep '08

17 Sep '08

Hi list, I have upgrading my otrs box to 2.3.2 to get POP3S fonctionnality. All works fine with this new release in POP3 mode but not in POP3S. I have changed my Postmaster mail account to use POP3S. And when I run PostMasterMailbox.pl I have the following error: svm-otrs:/opt/otrs/bin # ./PostMasterMailbox.pl -f 1 Notice: PostMasterMailbox.pl is already running but is starting again! Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 57. ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Wed Sep 17 16:21:54 2008 Message: POP3S: Can't connect to mailserver.u-strasbg.fr Traceback (5659): Module: Kernel::System::MailAccount::POP3S::Fetch (v1.4) Line: 76 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: ./PostMasterMailbox.pl (v1.2) Line: 135 As anyone can give me a procedure to implement POP3S support ? How and where I give otrs my mailserver certificate ? You can find below my otrs.checkModules. Thanks in advance. svm-otrs:/opt/otrs/bin # ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.50) o DBD::mysql.....................ok (v3.0002) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) 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 (v0.55) o Net::POP3......................ok (v2.28) 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 (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.36) o GD.............................not installed! (not required / for stats) o GD::Text....................not installed! (not required / for stats) o GD::Graph...................not installed! (not required / for stats) o GD::Graph::lines............not installed! (not required / for stats) o GD::Text::Align.............not installed! (not required / for stats) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v1.35) o XML::Parser....................ok (v2.34) -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Default-Selections not working in 2.3.2
by ADIT Systems 17 Sep '08

17 Sep '08

Hi all, we've been working with OTRS with great success, the ticket system really helps. To connect OTRS with g*Sales, our management-system, I configured a CustomerUserBackend in the Config.pm, which also works great - with one minor bug: We store the customer information in a MySQL-table, together with the gender (column gender tinyint(1)), and use a mapping in the scripts: 0 => male, salutation "Herr", 1 => female, salutation "Frau" This Map is also configured in OTRS (Config.pm): === Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Anrede', 'gender', 0, 0, 'int', '', 1 ], [ 'UserCustomerID', 'CustomerID', 'knr', 1, 1, 'var', '', 1 ], [ 'UserCompany', 'Firma', 'firma', 1, 1, 'var', '', 1 ], [ 'UserLastname', 'Name', 'name', 1, 1, 'var', '', 1 ], [ 'UserLogin', 'Username', 'knr', 0, 1, 'var', '', 1 ], [ 'UserPassword', 'Password', 'passw', 0, 1, 'var', '', 1 ], [ 'UserPhone', 'Telefon', 'telefon', 1, 0, 'var', '', 1 ], [ 'UserEmail', 'eMail', 'email', 2, 1, 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 1 ], [ 'UserComment', 'Comment', 'kommentar', 1, 0, 'var', '', 1 ], [ 'ValidID', 'Valid', 'status', 0, 1, 'int', '', 1 ], ], # default selections Selections => { UserSalutation => { '0' => 'Herr', '1' => 'Frau', }, }, ==== The "Selections" are also configured as shown above. In OTRS, I changed the default salutation to make use of <OTRS_CUSTOMER_DATA_UserSalutation>, but this only brings "1" or "0" in the message text, which is not, what the "Selections" suggest: display the given replacements, instead of the actual values in the dataset. So I started digging in the Code. The - for me - only possible place for the replacement would be in Kernel/System/CustomerUser/DB.pm, sub CustomerUserDataGet() There are references to the Map-part, but no access to the "Selections". grep doesn't find references to "Selections" at all, not in the whole sourcecode. Do I misunderstand the documentation / example on http://doc.otrs.org/2.3/en/html/x1638.html, or is this a real bug? To fix this issue for me, I could replace the column with a varchar(), and use the real words used in the salutations, but probably this would cause other issues (e.g., Confixx uses also ints to save the customer's gender in the database). Thanks in advance! Best regards, Anton Dollmaier, ADIT Systems -- ADIT Systems Anton Dollmaier junior Im Moos 22 84323 Massing Telefon: +49-700-46862348* (Mo-Sa, 10:00-20:00 Uhr) Telefax: +49-8724-911242 (*: 12ct./Minute aus dem Netz der DTAG, ggf. abweichende Kosten aus dem Mobilfunknetz)

1 0

internal notes don't have to be printed
by Patrick Schiess 17 Sep '08

17 Sep '08

hi, does anyone of you guys know, if there is a way to define which content of a whole ticket should be printed into a pdf file or not? e.g. we don't want to print the internal notes of a ticket... is this possible? thanks. regards, patrick.

1 1

definition of "my queues"
by Patrick Schiess 17 Sep '08

17 Sep '08

hi, does anyone know if there is a way to make an automatic definition of "my queues" for every user that works with otrs. i am looking for something like the LDAP group mapping functionality. here a little example: agent A is part of the group "support" that works for the queue "support", so his default "my queues" definition should contain at least the "support" queue, when he logs into OTRS. has anyone a idea on that point? help would be appreciated. regards, patrick.

1 0

signature before mail text
by konference＠kraja.net 17 Sep '08

17 Sep '08

Hello, i use OTRS 2.2.7 and i want in response to ticket get signature before text, under salutation. Where i setting this? Thank you?

3 2

No MainObject! at $OTRSHOME/Kernel/System/AuthSession.pm line 83
by Markus Nagel 17 Sep '08

17 Sep '08

Hello newsgroup, I hope that there is so out there who can help me, because I simply don't know where to look at. We're using OTRS since several years and I'm really enthusiatic for it, but since the update from version 2.2.7 to 2.3.2, there is a strange error in customer.pl. When a customer tries to logon, he receives the following statement and nothing further happens: Software error: No MainObject! at /opt/otrs//Kernel/System/AuthSession.pm line 83. We're using three backends for customers, the normal otrs-database, one ldap against ActiveDirectory Win2k3 and one "external" MySQL-DB. We're authenticating customers against ldap OR otrs-DB, thanks to Ralf Becker's Multiple.pm. Everything worked fine under OTRS 2.2.7, but now our customers get this strange message when they try to login. The authentication seems to work fine corresponding to the SystemLog, also for ldap as for DB-Users, so where could the error belong to? I'd appreciate every little hint. Thanks in advance Markus Nagel PS: Forgot the System environment: Suse Linux 9.0 MySQL 4.0.15 Perl 5.8.1

5 6

Setting E-Mail Importance through OTRS
by Stefan Knott 16 Sep '08

16 Sep '08

Hi, I want to be able to set the E-Mail Importance (not X-OTRS-Priority!) header value in outgoing Mail. Is this possible? Gruß Stefan Knott _________________________ nbsp GmbH Softwarehaus & IT-Dienstleister Steinweg 56, D-94315 Straubing Tel. +49 9421 7847-275 Fax: +49 9421 7847-150 email: knott(a)nbsp.de http://www.nbsp.de http://www.sitefusion.de http://www.besseres-hosting.de _________________________________________________________ Rechtsform: Gesellschaft mit beschränkter Haftung, Sitz Straubing Registergericht: Straubing HRB 10736, Geschäftsführer: Mario Kandler

1 0

Attachment issues
by Mik Rose 16 Sep '08

16 Sep '08

Hey there list members. We seem to be having a problem with attachments. .rtf files with images pasted itno them take for ever to open and eventually open blank. .pdf files appear to be scrambled .docx file open fine Is there some type of image processing that is failing here? I tried to switch to the FS method of storing attachments but everything goes to hell in a hand basket, see thread http://www.mail-archive.com/otrs@otrs.org/msg23380.html

1 1

Survey module
by Terrill Yuhas 15 Sep '08

15 Sep '08

I have a style-type question on surveys. When you have a range of radio buttons, say from "Very Dissatisfied" to "Very Satisfied", the first button in the list becomes selected by default. This behavior is understandable but I was wondering if someone knew of a way to customize it? We've had a few false alarms.... I guess we could always just re-order the list! I'm looking to make the middle button in the range selected by default. Thanks for any insights! Terrill

1 0

Customer table
by Lombardi Tonio at MFSS 15 Sep '08

15 Sep '08

Hi, How can columns be added to the customer table? I need to add a telephone number to the customer table... Regards, Tonio Lombardi ICT Applications Officer Information Management Unit Ministry for Social Policy Valletta, Malta tel: +356 2590 3342 fax: +356 2590 3331 e-mail: tonio.lombardi(a)gov.mt <mailto:tonio.lombardi@gov.mt> www.spic.gov.mt <http://www.spic.gov.mt/> www.msp.gov.mt <http://www.msp.gov.mt> Please read our privacy policy: http://www.msp.gov.mt/ministry/email_privacy_policy.asp <http://www.msp.gov.mt/ministry/email_privacy_policy.asp>

3 2

External Company DB and Exchange Contacts
by Mik Rose 14 Sep '08

14 Sep '08

Hi there list members, External/Separate Company DB's; After a fare amount of time poring over user posts in the mail list archives it appears that it is possible to reference Company information from our own database. What I think I need is an example of this being done. Is there anyone that could post an example of this being done. Exchange Contacts; Is it possible to devise a lookup and link in tickets to a contact on an Exchange Public folder? Regards, Mikola (Mik) Rose PowerSoft Development Corp. CIO, Information Technology / Support Services Customer Service: 1 (250) 642-0199 Sales Dep.: 1 (888) 833-7697 Support Dep.: 1 (250) 642-0295 www.power-soft.com

3 4

Re: [otrs] Admin disappeared
by Camilo Vieira 12 Sep '08

12 Sep '08

I discovered the problem... I change the name of admin group to Administrators... I think that it cannot be renamed.. thanks -----Msg original----- De: Nils Breunese (Lemonbit) Env: 12/09/2008 11:46:22 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] Admin disappeared Camilo Vieira wrote: > The Admin tab link disappeared from the top of the page after > changes in Output files (dtl) and I can't to fix this problem. > > Somebody knows where exactly I can enable this tab again? Does the button come back when you change back to the default theme? Are you logged in as a user with admin privileges? Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0

Showing all customer emails when Merging
by Peter Beckman 12 Sep '08

12 Sep '08

I'm using 2.2.5, so if 2.3.2 covers this, let me know. When Merging a ticket, I would LOVE to see the same display of existing tickets for a customer as when I click "Zoom" then "Customer" at the bottom of the page when I click "Zoom" then "Merge." Not having to find the earlier, potentially duplicate ticket first, then copying, then Zoom->Merge, then pasting, would rock. Even better -- stick a radio button next to all the tickets displayed below (entitled Customer history - All customer tickets.) so I just need to select which ticket to merge to! (excluding the current ticket) Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

1 0

Selecting more than 28 tickets in version 2.3.2
by David Baratech 12 Sep '08

12 Sep '08

Hi all! Few months ago, Torsten Thau helped me with a trick to modify a file - AgentNavigationBar.dtl - in order to select more than 28 tickets to make bulk action with them (see email below). Then I was using OTRS 2.1.5. Now I'm using version 2.3.2, and seems that the trick doesn't works with trhis release. Does somebody know if there's any possibility to make something similar with this version? Best regards! David ------------------------------------------------- fromTorsten Thau <Torsten.Thau(a)cape-it.de>reply-to"User questions and discussions about OTRS.org" <otrs(a)otrs.org> to"User questions and discussions about OTRS.org" <otrs(a)otrs.org> dateMon, Jun 23, 2008 at 6:19 PMsubjectRe: [otrs] How can I select more than 28 tickets for bulk action?mailing listotrs.otrs.org Filter messages from this mailing listmailed-byotrs.org hide details Jun 23 Reply Filter Assistant -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi David, > But, after having a look at that, i didn't find yet why It's not > possible to select more than 28 tickets :(. Can you give me a key? Whats > supposed I have to take care? Sorry, maybe my advice was a little to short. However, at the end of AgentNavigationBar.dtl file you'll find the code-lines which implement the HTML-form, which again keeps the ticket ids of the tickets selected for bulk action. This form can contain only a limited number of ticket ids: #-----------------------8><------------------------------------ <form action="$Env{"CGIHandle"}" method="post" name="bulk"> <input type="hidden" name="Action" value="AgentTicketBulk"> <input type="hidden" name="Subaction" value=""> <input type="hidden" name="Queue" value=""> <input type="hidden" name="State" value=""> <input type="hidden" name="ArticleType" value=""> <input type="hidden" name="Subject" value=""> <input type="hidden" name="Body" value=""> <input type="hidden" name="TicketID1" value=""> [..skipping these lines..] <input type="hidden" name="TicketID29" value=""> </form>  #-----------------------8><------------------------------------ ...this is part 1 of the (technical) reason why the number of tickets used for bulk feature is restricted. Part 2 can be found in Kernel::Modules::AgentTicketBulk in sub Run, which will handle at most 30 bulk ticket ids: #-----------------------8><------------------------------------ foreach (1..30) { if ($Self->{ParamObject}->GetParam(Param => "TicketID$_")) { push ( @TicketIDs, $Self->{ParamObject}->GetParam(Param => "TicketID$_") ); } } #-----------------------8><------------------------------------ In order to get bulk action for 100 tickets, you'll need to add the fields to the "bulk"-HTML-form (part 1) _AND_ extend the loop in sub Run in Kernel::Modules::AgentTicketBulk to 100 - then it SHOULD work - I haven't tried it yet. > In the other hand, I can't use generic agent because 90% of tickets can > be erased, and it must be done by hand (how can I identify automatically > important tickest between tons of waste?). Maybe you'll find a sophisticated search profile which fits your needs. But this is to specific for a remote advice. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de

1 0

Admin disappeared
by Camilo Vieira 12 Sep '08

12 Sep '08

Hi, The Admin tab link disappeared from the top of the page after changes in Output files (dtl) and I can't to fix this problem. Somebody knows where exactly I can enable this tab again? Thanks, Camilo Vieira * Infra-estrutura de redes * 55 11 7643-4895 Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3897-3797

2 1

delete or hidde priority for customer
by Raphael Condom 12 Sep '08

12 Sep '08

Hello All I read documentation. concerning this point. Add new one and rename, it seem's ok but is it possible to delete priority ? Or better, limit queue view for some customers Eg: Customer 1 -> Priority 1 -> Priority 2 -> Priority 3 Customer 2 -> Priority 1 -> Priority 2 -> Priority 3 -> Priority 4 -> Priority 5 Thanks for your help. Raphael

1 0

Customer Groups with LDAP
by Victor Balada Diaz 12 Sep '08

12 Sep '08

Hello, I'm trying to use LDAP authentication for customer and agents. So far i've been able to map groups and roles of agents and to authenticate customers and agents. Now i'm trying to map customer groups from LDAP but that doesn't seem to be documented and using $Self->{'UserSyncLDAPGroupsDefination'} seems to just work for agent groups and not for customer groups. I've searched on the list archives and found this with no answer: http://lists.otrs.org/pipermail/otrs/2005-August/008811.html Is there any way to map customer groups from LDAP? If not, how can i create a scenario like the one described in the previous mail but with just one LDAP server? Thanks in advance. Regards.

1 0

AUTO: Roman Dusek is out of the office. (returning 09/25/2008)
by DusekR＠kancelarskestroje.cz 12 Sep '08

12 Sep '08

I am out of the office until 09/25/2008. I will be out of the office starting 12.09.2008 and will not return until 25.09.2008. I will respond to your message when I return. V kancelari budu zpet v pondeli 26.9. Dekuji Roman Dusek Note: This is an automated response to your message "Re: [otrs] External Company DB and Exchange Contacts" sent on 9/12/2008 12:07:05 AM. This is the only notification you will receive while this person is away.

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Re: [otrs] Illegal division by zero at ../..//Kernel/System/Ticket.pm line 1720.
by Mik Rose 11 Sep '08

11 Sep '08

I think I have traced the root of this problem. It may be permissions having to do with the ../Kernel/Config/Files/ZZ* files. Last action I did before getting this error was to change the storage option for attachments to FS. I did get an error indicating that it was not able to save this element and then the mentioned issue pops up. The only way I have been able to get the system backup is to replace the ZZ* files from a backup. I have attempted to set the permissions correctly using setpermisions and everything else is modifiable and saves with out error. If it is not permisions maybe an element in the ZZ* Mikola (Mik) Rose PowerSoft Development Corp. CIO, Information Technology / Support Services Customer Service: 1 (250) 642-0199 Sales Dep.: 1 (888) 833-7697 Support Dep.: 1 (250) 642-0295 www.power-soft.com

1 0

notification to the owner
by Patrick Schiess 11 Sep '08

11 Sep '08

hi, is there a way to send a notification to the old owner of a ticket, when the ticket gets a new owner? this would be helpful, if e.g. a teamleader is changing the ownership of a ticket from agent A to agent B. agent B gets automatically a notification, that he is now the new owner of the ticket, but agent A don't get anything at this point. thanks a lot for your help. regards, patrick.

1 0

OpenSuse Perl update crashing OTRS install
by Leon Waldman 10 Sep '08

10 Sep '08

Hi, I had a OTRS install running on a OpenSuse 10.3 box... After perform the regular system update today, the OTRS stop to work and is giving this message when I try to access the index.pl: Server error! The server encountered an internal error and was unable to complete your request. Error message: Not a CODE reference at /usr/lib/perl5/5.8.8/CGI/Carp.pm line 385, line 40. , If you think this is a server error, please contact the webmaster<%5bno%20address%20given%5d>. Error 500 I belive that this is because a perl security update that I did today. Any body had a Issue like this? My OTRS version is the 2.2.4. Thanks in Advance Leon

2 1

IMAP problems with OTRS.
by Aaron Long 10 Sep '08

10 Sep '08

My OTRS system is up and running, but I seem to be having troubles getting the IMAP mail service for the PostMaster Mail Account to work. I've verified that the IMAP account itself is working, and double-checked the credentials several times, however, I keep getting this error when I try 'run now': Error: IMAP: Can't connect to emmail02.leapfrog.local Comment: Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Tue Sep 9 15:09:06 2008 Message: IMAP: Can't connect to emmail02.leapfrog.local Traceback (9635): Module: Kernel::System::MailAccount::IMAP::Fetch (v1.5) Line: 72 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.33) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 I assume this is the result of some sort of server configuration oversight. I'm running on CentOS 5, I have iptables and SELinux enabled. Can anyone point me in the right direction as to how to troubleshoot this further? Thanks. -Aaron Aaron M. Long NOC Engineer Leapfrog Enterprises, Inc. 6401 Hollis Street Emeryville, CA 94608

1 0

Fwd: How to import tickets from the old helpdesk system
by Salvador Santander Gutiérrez 10 Sep '08

10 Sep '08

Hello. We're going to work with OTRS but we need to migrate the tickets of the old helpdesk system to OTRS. We've not found anything in the script folder. Anyone knows how to do it? Is it safe make a massive insert in the TICKET table? Thanks very much.

1 0

How to delete old attachments?
by Mike Lykov 10 Sep '08

10 Sep '08

Hi all. We have running OTRS for some month, and get a huge database. 762M DatabaseBackup.sql.gz This size do not adequate for backup reasons, but I know - 80% of it consists from an attachments (JPEGs, DOCs etc.). Wiil be great to delete old attachments from closed tickets 4 or more months ago. How i can do it? In genericagent i have only delete/not delete all ticket. -- Mike Lykov System Administrator, Domain Name Registrar REG.RU http://www.reg.ru/ +7 495 580-11-11 int. 504

1 0

Question !
by sharareh mohammadi 10 Sep '08

10 Sep '08

Hi, I just installed the last version of OTRS and I want to set it up for receiving the request from clients, but I have a question. I need to receive the emails from clients which they send to an specific email address like support(a)companydomain.com and then I need to receive them in OTRS system how can I have this opportunity ? by the way I want to know if it's possible or not? many thanks Regards -- .: Sharareh :.

1 0

problem using OTRS 2.3.2 with Postgresql 8.3.3 on centos 5.2 64 bit.
by Rudi Schmitz 09 Sep '08

09 Sep '08

I figured this out the Postgresql SQL account that is in Config.pm has to have superuser rights for some reason. If I give the otrsdb user account superuser in PGAdmin3 it works fine now. This doesn't make sense but it is working. I figured it was permissions related but not SQL permissions related. *mysql server option works fine I can login. If i put a postgresql server i get: [root@help bin]# ./CheckDB.pl DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 561. ERROR: OTRS-CheckDB-10 Perl: 5.8.8 OS: linux Time: Wed Sep 3 04:37:51 2008 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (25060): Module: ./CheckDB.pl (v1.20) Line: 62 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 624. No initial inserts found! [root@help bin]# syslog: Sep 3 04:31:28 help OTRS-CheckDB-10[24796]: [Error][./CheckDB.pl][Line:62]* * : ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Config.pm: # ------------------------------* *---------------------- # # 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'} = 'kingjohn'; # 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};"; If i put an incorrect passwork in my Config.pm I get: Message: FATAL: password authentication failed for user "otrs" So I see it is talking to the postgresql server fine. Any pointers? Rudi Schmitz*

1 0

How to import tickets from the old helpdesk system
by Salvador Santander Gutiérrez 09 Sep '08

09 Sep '08

Hello. We're going to work with OTRS but we need to migrate the tickets of the old helpdesk system to OTRS. We've not found anything in the script folder. Anyone knows how to do it? Is it safe make a massive insert in the TICKET table? Thanks very much.

1 0

Agent notifications and generic agent
by Alejandra Piedra 09 Sep '08

09 Sep '08

Hi I wanted to know if there's something special to do if you're using Windows to execute the generic agent and the escalation notifications. Because I created a bug and the agent told me that I have to execute this with cron. When I installed OTRS, cron for windows was installed, but I don't know how to use this. So I would like to know how to use the generic agent and escalation notifications using Windows. Thanks and regards

1 0

can not login to initial account
by JR 09 Sep '08

09 Sep '08

I used apt get install otrs2 in feisty/ubuntu. I set up db, user otrs is set for me in wizard. yet when finished I get a error error: access denied to user 'otrs'@'localhost' (using passingword:NO) Please tell me what to fix. thank you.

2 1

Illegal division by zero at ../..//Kernel/System/Ticket.pm line 1720.
by Mik Rose 08 Sep '08

08 Sep '08

Everything was working then for no understandable reason I am again getting an error when trying to view Queues Software error: Illegal division by zero at ../..//Kernel/System/Ticket.pm line 1720. Mikola (Mik) Rose PowerSoft Development Corp. CIO, Information Technology / Support Services Customer Service: 1 (250) 642-0199 Sales Dep.: 1 (888) 833-7697 Support Dep.: 1 (250) 642-0295 www.power-soft.com

1 1

Errors using 2.3.2
by Jason B. Loven 08 Sep '08

08 Sep '08

So I upgraded to 2.3.2 today and now in my syslog I'm getting the following... Sep 8 16:33:58 linux1 OTRS-CGI-10[27122]: [Error][Kernel::System::Cache::Get][Line:137]: Need Type! Sep 8 16:33:58 linux1 OTRS-CGI-10[27122]: [Error][Kernel::System::Cache::Set][Line:105]: Need Type! Anyone know what this is about? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

1 0

Problems Upgrading to 2.3
by Jennifer Valdez 08 Sep '08

08 Sep '08

Hello, > We are currently running otrs 2.1.6 on rhel5 with apache webserver and > mysql database. Is it possible to upgrade to 2.3? I am having problems. > I have done a clean install on a different machine and have imported the > old database from a mysqldump file. After following the instructions in > UPGRADING, I can see a listing of all of my queues, but I am getting the > following error in the body of the page where the tickets usually show up: > > Software error: > Can't use an undefined value as a HASH reference at > ../..//Kernel/System/Ticket/Article.pm line 1619. > > There were multiple errors when running the DBUpdate scripts - > especially the DBUpdate-to-2.3.pl. > Any tips or info would be helpful. > > Thanks! > > Jennifer > > >

1 0

Problems with UTF-8 mail subjects
by Gergely Pál 08 Sep '08

08 Sep '08

Hi, I have some problems with UTF-8 mail subjects and otrs. The first comes from otrs logging. I use Kernel::System::Log::File logging method. It has some problems with message subjects containing non-english characters. I have log lines like this: [Sat Sep 6 23:18:03 2008][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2008090610000038/Rossz sz<E1>mla] created (TicketID=1192,Queue=Raw,Priority=3 normal,State=new) Where the <E1> should be an 'á'. In addition to that there is a message, which i get from root@localhost (Cron Daemon): "Wide character in print at /usr/share/otrs/Kernel/System/Log/File.pm line 66" I searched this problem on google and it seems to be some kind of perl related issue. The perl code waits for utf-8 data to write to the file, and the data in fact is not utf-8. The original subject is encoded as it should be that way and looks like that: Subject: Rossz =?UTF-8?B?c3rDoW1sYQ==?= So i think there is a base64 decoding problem somewhere. I have an other issue about this topic. Its simply that Thunderbird wraps the subject line if the subject is too long. And otrs tries to merge the wraps. But because of that after some replys the UTF-8 encoded subjects can become garbled in mail clients, because sometimes otrs merge wraps wrong, like this: =?UTF-8?Q?=K=C3?= =?UTF-8?Q?=B6r?= Where the C3 and B6 should be in same line beacause the two are one character together and that way this subject would be 'Kör'. But when wrapped like that it becomes a garbled character. So i think the possible solution would be to change the outgoing mail subject encoding to base64 in otrs. Is it possible? Thanks, Pal Gergely

1 0

Editing customer details?
by Mike Dent 08 Sep '08

08 Sep '08

I sent the following recently and then got a message saying I was not subscribed! Odd. Anyway I have resubscribed and here is the email. Hi, when a user mails in for the first time and creates a ticket that fine. How do I then edit this customers details? I've added some custom fields which work fine normally. I want to retrieve this customer via their email and then add to these fields. Doing a search in [customer user management] on their email shows no results. thanks Mike

1 0

ticket hook at subject is repeated
by Operacion Control 08 Sep '08

08 Sep '08

I did recently install the 2.2.5 OTRS version as a demo. I did set up one queue, two agents, 3 responses. After an user customer create a ticket sending a mail, OTRS answer with an automatic response and after that an agent answer that ticket with a response; all is ok. But when the user customer reply to ask more information, the automatic response sent by OTRS show the subject repeated as follows: "Re: [TktDemo#200809084002] [TktDemo#20080908400 [...]" So, the next response sent by the agent to the user customer will have the ticket hook repeated instead of the original subject. How I can avoid the double ticket hook? Thanks for the help Karlos

1 0

OTRS-ITSM & Topology/Inventory
by Thomas Lenzen 07 Sep '08

07 Sep '08

I have a questions that perhaps already been answered, I am new to OTRS and already a great fan ... Question is has anybody successfully implemented an open source topology discovery tool into OTRS-ITSM-CMDB? i.e. been able to to discover once infrastructure and items that are connected and automatically populate the CMDB? Any info is greatly appreciated Cheers Thomas

1 0

Changing the logo and Company Name
by Alejandra Piedra 05 Sep '08

05 Sep '08

Hi I would like to know how can I change the logo and company name. Or if you use master pages to change that. I reaaaally need help with this because I'm about to start using this software and my boss asked me to change that. Thanks and regards

2 1

after successful install can not login
by JR 04 Sep '08

04 Sep '08

Hi, I went thru web install, all successful last page said to log in with root@localhost password root but I get an error on clicking the url, user name root@localhost password no n Access denied for user otrs@localhost using password no any help is appreciated. JR

1 0

Lost admin rights
by Mikael Backstrom 04 Sep '08

04 Sep '08

Hey all, I installed OTRS 2.3.1 and did something in the user interface and voila: I cannot see Admin and Stats icons anymore when I´ve signed in as the administrator (root@localhost). How to restore the admin rights? I tried to use the database backup, but it did not succeed. Thanks! Mikael

1 0

ticket categories & analysis
by Glossop, Andrew 04 Sep '08

04 Sep '08

Hi All, I have OTRS running nicely for dealing with our technical support requests. However I've been asked to find out about analysing the data. We want to be able to categorise the tickets, and then do some stats based on those categories. Something like: By failure - Hardware failure Software failure User error By product - Product 1 Product 2 Product 3 Product 4 Product 5 We want to be able to do this so that we can focus on what causes the most support requests. Does something like this exist in OTRS? Perhaps with an addon, or by using OTRS commercial services? Or do we need to use a different ticketing package to achieve this? Thanks in advance

1 0

POP3: auth for user failed
by Jim Romano 03 Sep '08

03 Sep '08

I believe I have the user set up correctly on the mail server. I do not see the otrs request hitting the mail server. I get a fast error, below. Please advise, Thanks, [ OTRS ] Admin OTRS (root@localhost) 18:38:53 - 09/03/2008 Error: POP3: Auth for user support/mail.dataforce1.com failed! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Sep 3 18:38:54 2008 Message: POP3: Auth for user support/mail.dataforce1.com failed! Traceback (1640): Module: Kernel::System::MailAccount::POP3::Fetch (v1.4) Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 DataForeCRM Affordable CRM Solutions 2140 E. Southlake Blvd. STE L 555 Southlake, Texas 76092 817-886-0380 Visit http://www.dataforcecrm.com for CRM screenshots and CRM Blog and Wiki.

1 0

POP3: Auth for user error
by Jim Romano 03 Sep '08

03 Sep '08

Hi, I have my email address, support@ set up on the email server. In Mail Account Management when I click on the Run Now! I get this error. please advise, thanks. [ OTRS ] Admin OTRS (root@localhost) 18:08:43 - 09/03/2008 Error: POP3: Auth for user support(a)dataforce1.com/mail.dataforce1.com failed! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Sep 3 18:08:43 2008 Message: POP3: Auth for user support(a)dataforce1.com/mail.dataforce1.com failed! Traceback (1640): Module: Kernel::System::MailAccount::POP3::Fetch (v1.4) Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 DataForeCRM Affordable CRM Solutions 2140 E. Southlake Blvd. STE L 555 Southlake, Texas 76092 817-886-0380 Visit http://www.dataforcecrm.com for CRM screenshots and CRM Blog and Wiki.

1 0

problem using OTRS 2.3.2 with Postgresql 8.3.3 on centos 5.2 64 bit.
by Rudi Schmitz 03 Sep '08

03 Sep '08

mysql server option works fine I can login. If i put a postgresql server i get: [root@help bin]# ./CheckDB.pl DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 561. ERROR: OTRS-CheckDB-10 Perl: 5.8.8 OS: linux Time: Wed Sep 3 04:37:51 2008 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (25060): Module: ./CheckDB.pl (v1.20) Line: 62 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 624. No initial inserts found! [root@help bin]# syslog: Sep 3 04:31:28 help OTRS-CheckDB-10[24796]: [Error][./CheckDB.pl][Line:62]: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Config.pm: # ---------------------------------------------------- # # 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'} = 'kingjohn'; # 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};"; If i put an incorrect passwork in my Config.pm I get: Message: FATAL: password authentication failed for user "otrs" So I see it is talking to the postgresql server fine. Any pointers? Rudi Schmitz

1 0

Importing Tickets via IMAP
by Michael Lowen 02 Sep '08

02 Sep '08

Hi, I am currently reviewing OTRS for work. Part of the testing includes having the system import tickets from an IMAP e-mail account which the documentation indicates is possible. However I have been unable to do so following the instructions found in section 7 of the Admin manual. The version of OTRS I am currently running is the one available in the Ubuntu repositories (2.1.7 I believe) is there any extra perl modules that need to be installed? or have I just done something stupid and it should all be working? Thanks Mike Lowen

1 0

Hide Ticket Type from customer frontend
by Lucio de Aquino Marinho 28 Aug '08

28 Aug '08

Hi for all I Need to hide some ticket types from the customer when open the ticket from customer front end , i have tree kinds of type : Problem , Incidente and request but it is necessary to customer see only incident or request , agents can view all types . I tried to do this with ACL but without sucess , like this # ticket acl $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['queue-customer'], } }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Type => ['Incident'], } } }; Lucio de Aquino Marinho

1 0

adding users
by Andrew Plassmeyer 28 Aug '08

28 Aug '08

I am having problems adding a user into otrs as someone to be able to see all the tickets. The user is in active directory already. It uses active directory integration and I am running 2.2.2 Andrew NOTE: This e-mail transmission may contain confidential information. If you are not the intended recipient, employee or agent responsible for delivering this information to the intended recipient, unauthorized disclosure, copying, distribution or use of the contents of this transmission is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your computer. Thank you for your compliance. NOTE: This e-mail transmission may contain confidential information. If you are not the intended recipient, employee or agent responsible for delivering this information to the intended recipient, unauthorized disclosure, copying, distribution or use of the contents of this transmission is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your computer. Thank you for your compliance.

1 0

Mail Loops
by maillists0＠gmail.com 28 Aug '08

28 Aug '08

My otrs installation is sending auto responses to out-of-office replies, creating a loop and filling my queues. I see the "X-Loop: yes" header in these mails. I don't recall changing a setting related to this, and I don't find where I can configure OTRS not to send an autoreply when that header is present. Thanks for your help.

1 0

A question on authentication...
by Edward Andò 28 Aug '08

28 Aug '08

Dear OTRS Mailing List, I have set up OTRS on debian, and am pleased with how it works. I would like to authenticate user against the Debian PAM system - so that if there is a user called "eddy" on the machine, then that user can also log into OTRS. Can anyone think of a way to get this working? Thanks, Edward

1 0

Assign Signature to Queue
by ml＠bortal.de 27 Aug '08

27 Aug '08

Hello List, how can i assign a signature to a queue? I would like to have diffrent signatures because my agents have diffrent phone numbers. I am using OTRS 2.3.1 Thanks, Mario

1 0

Ticket::Frontend::ZoomExpandSort is not working
by ml＠bortal.de 27 Aug '08

27 Aug '08

Hello List, i would like to have my zoomed tickets sorted by the latest ticket first. Right now my latest ticket is beeing displayed at the very bottom. I thought Ticket::Frontend::ZoomExpandSort would solve this, but its not changing anything. I am talking about the sortign when you are in a ticket with Ticket::Frontend::ZoomExpand set to yes. I am using OTRS 2.3.1 Thanks, Mario

1 0

Display X-OTRS-ArticleKey/Value in Ticket view
by Jan Raino Eerik Diener-Rodriguez 26 Aug '08

26 Aug '08

Hello otrs people, I set up my own otrs, really easy and straight forward. A real pleasure to work with, it does everything I need and even almost what I'd wish. Now what I would like to do: The e-mail does carry X-OTRS tags like (the page from which the request was sent): X-OTRS-ArticleKey1: url X-OTRS-ArticleValue1: http://www.mysite.com/page=5 Ideally I would like to display on the right side, just below CustomerID, the url from which the message came. (when viewing the ticket) Q: how can I display some desired (X-OTRS) header values in the Ticket view? I am also happy for any suggestion on how to reach my target differently. thanks a lot & cheers jan

1 0

connect to customer database
by Gerold Gruber 26 Aug '08

26 Aug '08

Hi, after using OTRS for a couple of years now (thanks to the developing guys and those who gave the ideas for the concepts for that nice little bunch of bits) we want do the next step. Without having had a look at the current docs (blame me if you feel you must, but that in PM, please) I'd like to ask the community: - how can I connect to already available database with the master data of the customers? (e.g. I want the information for the customer (data about the company, how much revenue did we make with them, for how long are they customer ...) as well as the information about the "customer user" (which will only as an exception mean, the he is really a customer user, who can log in in the sense of OTRS) such as phone number an so on to be fetched from the in almost every company available database with the informations about the customers. In part directly show in the OTRS mask, but also available as link to a mask where I could get into the real (native) management interface for those data. Can anybody follow me? Is this possible already? Positive/negative experiences? Best regards Gerold

2 1

Re: [otrs] Antwort: Re: Generic agent not runing
by Alejandra Piedra 25 Aug '08

25 Aug '08

Hi Marina The thing is that I don't know exactly what should I put on the schedule tasks on Windows. So I don't know if that works for me. Thanks and regards Alejandra

1 0

Re: [otrs] Generic agent not runing
by Alejandra Piedra 25 Aug '08

25 Aug '08

Hi Bruno Yeah I have the cron thingy installed. Well the thing is that I need the generic agent to run, and don't know how to get it working. Thanks and regards

1 0

Email escalation notifications not working
by Alejandra Piedra 25 Aug '08

25 Aug '08

Hi Looking through the notifications I found two that work for escalation. I want this email notifications to be sent to my agents, but I don't know how they should be triggered. I already set the escalation times on the queues, but it just doesn't send the email when the ticket escalates. Thanks and regards Mary

1 0

Re: [otrs] Cannot login as root@localhost on new installation
by Manoj Patwardhan 25 Aug '08

25 Aug '08

This is now resolved. It was an issue with database permissions. Thanks. Manoj Patwardhan > Message: 2 > Date: Sat, 23 Aug 2008 19:24:04 -0400 > From: Manoj Patwardhan <manoj(a)expersis.com> > Subject: [otrs] Cannot login as root@localhost on new installation > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <C0AFCFA4-156F-4268-B4D8-F14FCB134838(a)expersis.com> > Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes > > Hello, > > I just installed otrs on Mac OS 10.5.4. Everything appeared to install > fine. I get the login screen. But when I enter root@localhost and root > for username and password respectively, it simply gives me the > following message: > > Login failed! Your username or password was entered incorrectly > > I do see root@localhost as a row in the users table with the password > from the initial sql setup files. What could be wrong? > > Thanks, > Manoj Patwardhan

1 0

Cannot login as root@localhost on new installation
by Manoj Patwardhan 23 Aug '08

23 Aug '08

Hello, I just installed otrs on Mac OS 10.5.4. Everything appeared to install fine. I get the login screen. But when I enter root@localhost and root for username and password respectively, it simply gives me the following message: Login failed! Your username or password was entered incorrectly I do see root@localhost as a row in the users table with the password from the initial sql setup files. What could be wrong? Thanks, Manoj Patwardhan

1 0

Howto generate ticket replies from external system?
by Jussi Paju 23 Aug '08

23 Aug '08

Dear list, We are handling all of our webstores email traffic with OTRS and now we are going to switch to a new platform for the warehouse and order handling and after that we could automatically send f.ex. package shipment notifications that we currently send by hand using OTRS templates (only copy-pasting the tracking number to the template). I do know about the X-OTRS- headers and how to use them to get new messages correctly handled in OTRS, but how can I tell OTRS that this specific message is a follow-up to ticket X? The first message of such ticket is always originally generated by the webstore-application so it'd be possible f.ex. to set somekind of internal-id already in the header of the first message. That way I wouldn't need to think about the ticket# and the self-assigned id doesn't need to have anything to do with the ticket# assigned by OTRS - if possible, I don't really know. :) TIA, HAND. -- Jussi Paju - luoja, creator - :: Te audire no possum. Musa sapientum fixa est in aure. :: I can't hear you. I have a banana in my ear.

1 0

Auto Reply text/plain
by Agnelo Ferrao 23 Aug '08

23 Aug '08

Hi, I need to send html auto replies? Is this possible in OTRS? Regards, Agnelo ________________________________________________________________________ You are invited to Get a Free AOL Email ID. - http://webmail.aol.in

1 0

Don't work PostMasterPOP3.pl
by lidia sviderska 22 Aug '08

22 Aug '08

Hi all! I have such problem - don't work PostMasterPOP3.pl. This is the error message I get when running the PostMasterPOP3.pl from the command line: Wide character in syswrite at /usr/local/lib/perl5/site_perl/5.8.8/Net/Cmd.pm line 232, <PRODUCT> line 4. My otrs 2.2.4 on FreeBSD Help me!

1 0

rpc.pl: Variable "%CommonObject" will not stay shared
by Elias Probst 22 Aug '08

22 Aug '08

Hi, I'm just doing my first steps in trying to communicate with OTRS through RPC/SOAP. I've created this short script for testing, which is derived from the rpc- example.pl distributed by OTRS (2.2.6). ##################### #!/usr/bin/perl -w use Data::Dumper; #config use SOAP::Lite('autodispatch', proxy => 'http://myhost:4880/otrs/rpc.pl'); my $User = 'foo'; my $Password = 'bar'; my $RPC = Core->new(); print "NOTICE: TicketObject->TicketGet(TicketID => 2008052025000017)\n"; my %Ticket = $RPC->Dispatch($User, $Password, 'TicketObject', 'TicketGet', TicketID => 2008052025000017); print "NOTICE: Ticket Number is: $Ticket{TicketNumber} \n"; print Dumper \%Ticket; ##################### The result when running this script on the client is: ./test-rpc.pl NOTICE: TicketObject->TicketGet(TicketID => 2008052025000017) Use of uninitialized value in concatenation (.) or string at ./test-rpc.pl line 14. NOTICE: Ticket Number is: $VAR1 = {}; The server reports this in Apache's error.log: [Thu Aug 28 18:49:18 2008] rpc.pl: Variable "%CommonObject" will not stay shared at /var/www/localhost/otrs-2.2.6/bin/cgi-bin/rpc.pl line 81. A user in #perlde (irc.perl.org) this is caused by using ModPerl::Registry which I can confirm. My Apache2 config looks like this: ##################### <IfModule mod_perl.c> Perlrequire /var/www/localhost/otrs-2.2.6/scripts/apache2-perl-startup.pl PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec <Location /otrs> ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> </IfModule> ##################### The user on #perlde suggested to move all 'subs' from rpc.pl into an external module, but as rpc.pl is distributed this way by OTRS and I'm surely not the only one using rpc.pl together with ModPerl::Registry, there must be a way to get this running. Does anyone know how to solve this problem? Best regards & thanks in advance, Elias P.

1 1

Ticket article order when printing
by Henry 22 Aug '08

22 Aug '08

Hello, I've successfully changed the article sort order in a ticket with Ticket::Frontend::ZoomExpandSort (reverse), but when printing (PDF or normal), the order is the opposite. Anyone have an idea which flag I can use to change the print order articles in a ticket? I've been searching in vain. Also, is there an easy way to change the default background colour of the printed ticket/article when using PDF? The default is a gray bg, which makes it difficult to fax. Thanks Henry

4 3

ticket view | date age change
by dale ryon wilhelm 22 Aug '08

22 Aug '08

hey all, is there a way to change the default display value for 'Age:' from date created to the time when ticket was last updated? tried looking in sysconfig and i can't seem to find anything... any help would be greatly appreciated... thanks...

1 0

Generic agent not runing
by Alejandra Piedra 22 Aug '08

22 Aug '08

Hi I added a job to the generic agent, and scheduled it to run itself at 10 minutes every hour. When I click on run now it works, but it doesn't run when scheduled. I'm working on Windows so I don't know if that affects anything, this because I don't have the cron command. I don't know I'm just guessing. I really need help with this, so if you could help me I'd be very glad. Thanks and regards Mary

6 9

Re: [otrs] Generic agent not runing
by LQ Marshall 22 Aug '08

22 Aug '08

Sorry that this is slightly off topic, but there are several exchange questions that find there way here... Assuming you are running in a single exchange environment, (using exchange standard rather than enterprise, do not have a bridgehead server, etc.) the teriary domain, for the server, doesn't apply as long as the exchange server is properly configured to receive the domain.com email. The accounts should already have @domain.com addresses. If not there is probably an email gateway/proxy that rewrites emails as they are sent received & as such you need to address at both gateway and server. If you have multiple servers, run local exchange boxes over the enterprise, etc... This is a far more complex issue. In such cases you ?may? only have server.domain.tld addresses. In such a case, the possiblilities become too many to address with the info available. Either way this will 'replicate' a unix type mask or alais. Hope this helps... LQ Marshall ps- Does bossman know that POP3 is enabled on XCH account by default? Anderson, Kris wrote on 8/21/08 13:14 >Thing is I'm trying to mimic >UNIX behavior: > >address(a)domain.com -> >address(a)specificserver.dom >ain.com > >So that users can email >itsupport(a)domain.com > >Kristoph > >-----Original Message----- >From: LQ Marshall >[mailto:qmarshall@inetspace >.net] >Sent: Thursday, August 21, >2008 12:01 PM >To: 'User questions and >discussions about OTRS.org' >Subject: Re: [otrs] Generic >agent not runing > >> Does anyone know how to >create an alias in exchange? >Having problems >> getting the exchange >server to find my otrs email >account. > >Slightly different depending >on your XCH version. In most >cases (recent >XCH versions), it is done >simply by adding the >secondary email address >to the exchange tab in AD. > > >> BossMan doesn't want me >setup a pop3 account either, >so that's really >> not an option. >Well that's not helpful. :-S >(aka - no comment) > >gl > >_____________________________ >__________________ >OTRS mailing list: otrs - >Webpage: http://otrs.org/ >Archive: >http://lists.otrs.org/piperm >ail/otrs >To unsubscribe: >http://lists.otrs.org/cgi- >bin/listinfo/otrs >Support or consulting for >your OTRS system? > http://www.otrs.com/ >_____________________________ >__________________ >OTRS mailing list: otrs - >Webpage: http://otrs.org/ >Archive: >http://lists.otrs.org/piperm >ail/otrs >To unsubscribe: >http://lists.otrs.org/cgi- >bin/listinfo/otrs >Support or consulting for >your OTRS system? > http://www.otrs.com/

1 1

Help with Splitting Tickets
by Mike Alsweiler 22 Aug '08

22 Aug '08

Hello Sorry if this is a basic question, but I can't seem to find the answer despite searching high and low... I like to use the concept of Splitting a ticket and changing the customer so that I can assign a customer ticket to a 3rd party (who has a login to OTRS) - that way they are not able to reply directly to the customer. However, it seems like the Split link does not always appear on the Zoom view of tickets in my system. Can only certain tickets be split? What is the criteria for allowing a ticket to be split? Thanks and Regards Mike

1 0

Groups and rights for Customers
by Anders Schjelderup Lyng 21 Aug '08

21 Aug '08

Hi! I have a setupe with queues and subqueues like this: BIT North South Center The groups for the different queues are like this BIT - Customer North - BIT South - BIT Center - BIT Now I would like the rights to be like this for the customers: BIT - Customer - RO/RW North - BIT - RO South - BIT - RO Center - BIT - RO In this setup the customer can view there tickets in the subqueues, but only create them in the main queues. The problem is that even if I manage to put the users in the right queues, I am not able to change their rights, or to find them in " group_customer_user". Is there a smart way to do this (or a stupid way) Anders S. Lyng

1 0

Re: [otrs] otrs Digest, Vol 61, Issue 50
by Doug Hall 21 Aug '08

21 Aug '08

That sorted it! Thanks! ________________________________ Message: 2 Date: Thu, 21 Aug 2008 07:38:23 -0700 From: Terrill Yuhas <tyuhas(a)email.arizona.edu> Subject: Re: [otrs] LDAP Customers Limit! To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <48AD7DDF.3070604(a)email.arizona.edu> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" Doug Hall wrote: > > Hi.. > > Sorry if I've missed this in a manual somewhere, but it seems the > limit for user searching when the customers database is LDAP is 200... > > Can this be increased?? > > > > Thanks > What I did was to modify: CustomerUserSearchListLimit => 550 in Config.pm Mine was set by default to 250. Terrill NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

2 1

How to delete users, groups and services in Web interface
by Camilo Vieira 21 Aug '08

21 Aug '08

Hi, Somebody knows how to delete users, groups and services in Web Interface? Is there any module available for this? Thanks, Camilo Vieira * Infra-estrutura de redes * 55 11 7643-4895 Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3897-3797

4 5

Can't create PID PostMasterPOP3, because it's already running
by Patrick Schiess 21 Aug '08

21 Aug '08

hi, we have otrs 2.2.6 running on a windows 2003 server with apache and mysql. everything works pretts fine... if there were no entry in the otrs.log file telling me that it could not create PID postmasterpop3: [Wed Jul 16 11:20:03 2008][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running actually i did some research on the web... the only thing i found out, were that there should be some entries deleted in the otrs db table process_id. but there is nothing in this table. should there be something on a windows server? what exactly does this notice in the log mean as everything works pretty good? thanks for your replies. regards, patrick.

3 2

Agent move notification weird issue
by Wim Beerten 21 Aug '08

21 Aug '08

Hi, I added some additional queues today but for some odd reason I can't get the agent move notification working for them. They work perfectly for my other existing queues though and I can't seem to find any differences between the new queues and the old ones that could explain the issue. - The queues are selected in the preferences "My queues" option for the agent - Move notification has been set to yes in preferences for the agent - No log entry about a agent move notification when I move a ticket from an existing queue to one of the new queues Anyone who can help me out?

1 0

LDAP Customers Limit!
by Doug Hall 21 Aug '08

21 Aug '08

Hi.. Sorry if I've missed this in a manual somewhere, but it seems the limit for user searching when the customers database is LDAP is 200... Can this be increased?? Thanks ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)nttfundraising.co.uk Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK General Web +44 (0)1179 303 450 http://www.nttfundraising.co.uk NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

2 1

Permission problems after upgrading to 2.3.1
by Peter van Beugen 21 Aug '08

21 Aug '08

I just upgraded one of my OTRS boxes form 2.2.5 to 2.3.1 and now I can't Zoom tickets any more ("No Permisson") Of course I ran the SQL upgrade script AND SetPermissions.sh, but no luck so far. Fedora 6 MySQL 5.0.27 (dedicated MySQL server) Did anyone had the same problem and managed to solve this? Regards, Peter van Beugen TDA * every contact matters * inbound & outbound callcenter services * selfservice * webforms * e-mail * chat * sms

1 1

integration with email-translations.com
by Daniel Rajkumar 20 Aug '08

20 Aug '08

[cid:image002.gif@01C902CE.243FCF90] Hi, I wonder if can help me, I'm looking to promote www.email-translations.com<http://www.email-translations.com> to Orts users, would you be kind enough to advise me how I would go about setting up a partnership? My company is a partner to Nooku, a Joomla plug-in that enables translation of websites. I am interested in becoming more involved with ORTS and would greatly appreciate your assistance. Kind regards Daniel Rajkumar Managing Director tel: +44 (0) 1924 360 460 fax: +44 (0) 1924 365 700 web: www.web-translations.co.uk<http://www.web-translations.co.uk> address: 16-20 St Johns Business Centre, St Johns North, Wakefield, WF1 3QA The information in this email and any attachments is confidential and intended solely for the attention and use of the named recipient(s). It may be subject to legal, professional or other privilege and further distribution of it is strictly prohibited without our authority. If you are not the intended recipient, you are not authorised to and must not disclose, copy, distribute, or retain this message or any part of it, and should notify us immediately. [cid:image003.gif@01C902CE.243FCF90]

1 0

OTRS + OPenldap Authentication Problem
by Sivakumar ☺ 20 Aug '08

20 Aug '08

Dear All, I installed OTRS.I configure open ldap, IT is working fine. I have integrated with OPENLDAP + OTRS for centralized authentication. But i cant authenticate with LDAP user, If anyone help is appreciated. -- Thanks & Regards Siva

1 0

Re: [otrs] Postmaster Mail Account
by Sune T. Tougaard 20 Aug '08

20 Aug '08

Hi, Dunno if it's the same we're talking about, but... I had a similar problem with v. 2.2.4 on Windows. Appeared to be the Cronw job that didn't run properly. No events recorded in otrs log, but the cronw log said: [2008/06/04 08:05:01] Process 1608 finished. Exit code: 3221225477 (Access Denied / Access Violation) Never got it resolved, but stopped using cronw for the pop3 import. Just used a normal scheduled task in windows instead. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pieter de Vries Sent: 19. august 2008 06:31 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Postmaster Mail Account Hi all, Can anyone maybe point me in the right direction here. It seems like the cron job that is supposed to fetch the mail from the postmaster account is not running automatically. I am using OTRS 2.3.1 with ITSM 1.2.1 on a Windows 2003 server. Any advise will be creatly appreciated. Regards, Pieter On 18-Aug-08, at 6:27 PM, Pieter de Vries wrote: Thanks, I had a look at the post. However, the fetch mail does not seem to work at all. Unless I run it manually by clicking on "Run now!" it never fetches the email from the pop3 account. Any suggestions? Pieter On 18-Aug-08, at 5:28 PM, Nils Breunese (Lemonbit) wrote: Pieter de Vries wrote: > I have setup the Postmaster Mail Account and tested it by sending > email to it. Works fine if I click on "Run Now!". My question is > however, how often does it check for new mail and can this setting be > changed so it looks more often? http://lists.otrs.org/pipermail/otrs/2008-July/024095.html Nils Breunese. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.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 Support or consulting for your OTRS system? => http://www.otrs.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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Can the ticket number be placed behind the subject?
by Eric Bynum 19 Aug '08

19 Aug '08

Hi Is it possible to configure OTRS so that the ticket number in the subj. field appears behind the subject text rather than in front? If so, how? Thanks. Eric Bynum _________________________________________________________________ Talk to your Yahoo! Friends via Windows Live Messenger. Find out how. http://www.windowslive.com/explore/messenger?ocid=TXT_TAGLM_WL_messenger_ya…

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Upgrade
by Daniel Castro 19 Aug '08

19 Aug '08

Hi, How can I upgrade from 1.1.2 to 2.3.1? best regards, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

2 1

Forwarding Email Generated Tickets to Technical Staff
by Eric Bynum 19 Aug '08

19 Aug '08

Hello In January and February of '07, the following thread appeared. ======================== No idea if this will work but I saw an option to turn off html to txt in the postmaster settings maybe that will do the trick for you. -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Janet Post Sent: Tuesday, January 30, 2007 12:30 PM To: User questions and discussions about OTRS.org Subject: [otrs] Forwarding Email Generated Tickets to Technical staff. Hello everyone, I have just implemented otrs at my organization, but it is not working out quite the way I need it to and I am hoping someone here can help. We receive tickets from an external call center by email, usually in HTML format with screen shots to help clarify problems to our technical staff. OTRS needs to take this email, generate a ticket number to tack onto the subject, and than forward the email unchanged to our technicians via email. So far, the best I can do to forward the email is to send notifications that there is a new ticket and set the <OTRS_CUSTOMER_EMAIL[2000]> to a very high number of lines, (like 2000). This does not forward the html email, but rather changes it to text which badly mangles charts and tables and does not include any graphics. Is there a way to fix this problem?======================== I have looked and looked in the OTRS Admin page to find how to do this, but can't figure it out. Can someone help me? I just want to have OTRS take the email sent to our support address, generate a ticket number to tack onto the subject, and then forward the email to our support staff via email. Any help would be greatly appreciated. Eric Bynum _________________________________________________________________ Get thousands of games on your PC, your mobile phone, and the web with Windows®. http://clk.atdmt.com/MRT/go/108588800/direct/01/

2 2

Adding related mail contextually to existing ticket
by Thorsten Hamann 19 Aug '08

19 Aug '08

Hi list! We want to automatically add incoming email to existing tickets, but being a newbie to OTRS, I have no idea of some of the details. I have a POP3 address set up so that new tickets are automatically created in a certain queue, let's say it's called "Queue1". This works fine. Now some of the incoming mail is sent by users, and some is auto-generated from an online system. In the online system, every user generates an "order received user 12345" email, and optionally one or more additional emails which belong to the same incident. Those optional emails come from a certain email address and all contain the same user id in the subject (such as "user 12345 uploaded images" or "information request from user 12345"). I want OTRS to take those "additional" emails and add them to the existing "user 12345 order received" ticket instead of each one generating a new ticket. My idea is to use an incoming filter which adds the user id to a custom field for the "order received user 12345" ticket, and then use one filter per kind of "additional" email, grep out the user id from the subject, look up the original "order received" ticket with the matching user id in the custom field, and add the email to the matching ticket instead of creating a new one. The user id's are always 5-digit numbers, so they should be easily grepable. I tried to find out through the docs, but they're pretty light on how to use regex in the filters, and as for looking up the original ticket and adding stuff to it instead of creating new tickets, I'm completely lost. I've seen the coding examples in <http://doc.otrs.org/2.2/en/html/x1267.html#email-receiving-filter>, but I don't know any perl fu, so that doesn't exactly help. I'm using OTRS 2.2.2 in a VM running FreeBSD7-RELEASE, because that's what was current in the ports collection. ;) Any help with this is appreciated. I'm willing to update both the German and English documentation if a solution is found, because I found it a bit light about filtering and believe in giving back. ;) Best regards and thanks in advance, Thorsten -- CRT ** Hansemannstr. 71 ** D-41468 Neuss Fon +49 2131 1511-119 ** Fax +49 2131 1511-150 E-Mail: info(a)crt.de ** Web http://www.crt.de/ Faster, cheaper, better, works: Choose any two.

1 0

Postmaster Mail Account
by Pieter de Vries 19 Aug '08

19 Aug '08

Hi All, I have setup the Postmaster Mail Account and tested it by sending email to it. Works fine if I click on "Run Now!". My question is however, how often does it check for new mail and can this setting be changed so it looks more often? Thanks, Pieter

2 3

mysql: max_connections problem
by Kreibaum, Uwe 18 Aug '08

18 Aug '08

Hello, since we've done the update from 2.0.4 to 2.3.1 (spent some days testing 2.2.7 before applying the patches for 2.3.1), we're have massive problems with the number of database-connections. Our MySQL database (5.0.51) runs on a different server, with the customer user data stored in a separate table within the otrs database. Almost every day the connections reach our max_connections setting, which had to be changed from 30 (back when we used 2.0.4) to the current value of 400 connections. 'Show processlist' on our db server show numerous (almost always >150) processes with times >20000 seconds, all sleeping. Currently it looks like the only time connections are closed is when we're doing an otrs/apache restart (it's basically the apache restart, but restarting otrs as well is generally quicker than waiting for the scheduler...). We have only about 10 agents on the system, SessionMaxTime is currently set to 16*60*60 (16 hours) which has been working absolutely fine for the last 2 years... The installation runs on SLES 9 using Apache 2, MySQL is installed on SLES 10, there are more dbs on the server, but only the otrs connections pile up. I just changed the session timeout to 8h to see if this helps - but since it had been working with the old version, I'd rather stick with 16h. Any other suggestions where to look? Mit freundlichen Grüßen Dr. Uwe Kreibaum --------------------------------------------------------------- Lotterie-Treuhandgesellschaft mbH Hessen Abteilung EDV Rosenstr. 5 - 9 65189 Wiesbaden Tel.: 0611 / 36 12 - 0 Fax: 0611 / 36 12 - 356 E-Mail: <mailto:uwe.kreibaum@lotto-hessen.de> Internet: <http://www.lotto-hessen.de/> ----------------------------------------------------- Lotterie-Treuhandgesellschaft mbH Hessen Sitz der Gesellschaft: Wiesbaden Registergericht: Amtsgericht Wiesbaden, HRB 2191 Geschäftsführer: Dr. jur. Heinz-Georg Sundermann Vorsitzender des Aufsichtsrates: Staatssekretär a.D. Harald Lemke ------------------------------------------------------ WICHTIGER HINWEIS Wie Sie wissen, können über das Internet versandte E-Mails leicht unter fremden Namen erstellt oder manipuliert werden. Aus diesem Grunde bitten wir um Verständnis dafür, dass wir zu Ihrem und unserem Schutz die rechtliche Verbindlichkeit der vorstehenden Erklärungen und Äusserungen ausschließen, soweit wir mit Ihnen keine anders lautenden Vereinbarungen getroffen haben.

1 0

Uninstall to Re-Install
by Alexandre Silva 18 Aug '08

18 Aug '08

Hi Everyone, How can I completely uninstall OTRS 2.3.1 in order to make a fresh-clean new installation of the same version? Please let me know Thanks Alex

3 2

OTRS 2.3.1 for Windows and POP3S
by Gabriel Cuervo 18 Aug '08

18 Aug '08

HiI have OTRS 2.3.1 for Windows on a Windows 2003 Server. Let me know if this version of OTRS has support for POP3S or IMAPS on a Windows 2003 Server. Thanks in advance. _________________________________________________________________ Explore the seven wonders of the world http://search.msn.com/results.aspx?q=7+wonders+world&mkt=en-US&form=QBRE

1 0

Viewing Locked Tickets MailBox All
by Scott Plough 18 Aug '08

18 Aug '08

I'm having a little trouble locating the area in SysConfig where to add the FreeText fields when I view my locked tickets "MailBox All". I have 3 FreeText fields that I created: Location, Room#, and Phone Ext. If I open the ticket I can see the fields to the right of the workorder. If I click on Locked Tickets in the upper right corner I see only State, Priority, Queue, and CustomerID. Under our older system it would show these fields under the CustomerID. Running Ver 2.3.1 Any help would be appreciated. Thanks Scott

1 0

Two tickets for same mail
by vimal pillai 18 Aug '08

18 Aug '08

Hi, OTRS is creating two tickets for same mail.Its not happening for all the incoing mails but for some mails. Is that because of any configuration issue?We have reinstalled the application some days before.The issue appeared after the reinstallation.Can anyone help.? Regards, Vimal.P

1 0

Arabic as Input Language
by T A 17 Aug '08

17 Aug '08

Dear All, Any input on the below subject would be highly appreciated: I am unable to insert Arabic text as input in any ticket. There are two scenarios 1) If I input Arabic language to the body of a message, it is displayed as question marks similar to -> "??? ????? ??" I tried to change the web browser's encoding but to no effect. 2) If I input Arabic language to the subject header, I get the following error message: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Sun Aug 17 15:44:27 2008 Message: Can't get ArticleID from INSERT! Traceback (5363): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147.2.2) Line: 152 Module: Kernel::Modules::AgentTicketPhone::Run (v1.46.2.8) Line: 725 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

1 0

Fwd: OTRS Login Problem
by Sivakumar ☺ 16 Aug '08

16 Aug '08

Hi All, I need your help very badly. Please help he & solve my problem.. It seems my configuratiopn ok for Integrating OTRS with OPenLDAp But i got the following error, Aug 6 20:04:24 tek OTRS-CGI-10[30120]: [Error][Kernel::System::Auth::LDAP::Auth][Line:248]: Search failed! base='cn=Manager,ou=People,ou=posixGroups,dc=tek,dc=virtual,dc=vps-host,dc=net', filter='(memberUid=test2)', Success Aug 6 20:06:12 tek OTRS-CGI-10[1552]: [Error][Kernel::System::CustomerAuth::LDAP::Auth][Line:238]: Search failed! base='cn=Manager,ou=People,ou=posixGroups,dc=tek,dc=virtual,dc=vps-host,dc=net', filter='(memberUid=vis)', Success please find my Config.pm file in attached, Expecting your reply.. Siva

1 0

Can't update using DBUpdate-to-2.3.mysql.sql
by Will Matthews 15 Aug '08

15 Aug '08

I'm trying to figure out why I can't update an otrs DB that I've moved over from an older otrs server. I've followed all the steps as seen in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=258 and http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=259 I've gotten as far as importing the sql dump from the old server into the new server, and I'm now trying to update the schema. The old server was running otrs 2.2.4 and I have the new 2.3.1 on the new server. So, Ias I understand it, I only need to user DBUpdate- to-2.3.mysql.sql. But here's what happens when I get there: bash-3.2# mysql -p otrs < /opt/otrs/otrs-dump.sql Enter password: bash-3.2# mysql -p otrs < DBUpdate-to-2.3.mysql.sql Enter password: ERROR 1050 (42S01) at line 8: Table 'users' already exists Can someone tell me if I'm missing a step somewhere that's not shown in the FAQ? Thanks, Will

2 1

GenericAgent not performing
by Amanda Beyersmith 15 Aug '08

15 Aug '08

Hey, I was wondering if anyone had come to any miraculous conclusions about why modifying .../Config/GenericAgent.pm wasn't adding jobs to my web interface. Here's what I've done: I've been looking at the examples in GenericAgent.pm.examples to see how to do so and I'm rather certain that my coding is correct. However, even when I save my changes to GenericAgent.pm, the file doesn't turn up on the Web user interface for the admin. This is the code I have: ========================================================== # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # [name of job] -> send escalation notifications 'Send Escalated Tickets from Level 1 to Level 2' => { Queue => ['Other', 'Under Attack', 'WebUI', 'RE', 'RX', 'rView'], Escalation => 1, # new ticket properties New => { Queue => 'Level 2', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ========================================================== I have also tried taking the exact example that they have in GenericAgent.pm and removing the comments in front of the code lines and I still don't get anything, so I don't think that syntax is the error. Anyone have any ideas as to what could be causing my troubles? Thanks so much, Amanda Amanda Beyersmith abeyersmith(a)riorey.com 404-723-2759

2 3

PostMaster filter precedences?
by Stan McFarland 15 Aug '08

15 Aug '08

Hi, I'm having trouble with the PostMaster filter. I currently have two filters like so: Filter 1 To = "websupport(a)a.com" Queue="Web Support" Filter 2 To = "websupport(a)a.b.com" Subject="posting request" Queue ="Posting Requests" But Filter 2 doesn't work - all posts to websupport(a)a.com go into the Web Support queue, regardless of subject. Is there some ordering or precedence that I can set with the filters so that Filter 2 gets examined before Filter 1? Thanks, Stan McFarland

2 3

'No Permission' when trying to print ticket
by Emily Flynn 15 Aug '08

15 Aug '08

When I try to print a ticket when logged in as a customer, a new page comes up with "No Permission! Message: No permission" and it doesn't print. I can print from the FAQ and print when logged in as a user, but I can't find where I need to change a permission to allow customers to print tickets??

1 0

Where to add fields to create a ticket for the customer interface
by Ronna Mijares 14 Aug '08

14 Aug '08

Hi guys Ihave a question if someone can help me: Where to add fields to create a ticket for the customer interface?? Example: New ticket To: Subject: Text: Atachment: Betwen Text and Atachment, I want to add a file like " Physical Location" Thanks!!!! -- Jober

1 0

report of time per agent // outside reporting
by John (yt) Hogenmiller 14 Aug '08

14 Aug '08

Ok, So if I go into the SQL box and run a query, I can pull up how many "work units" each agent accumulated in the current month: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE month(t.create_time) = '08' AND year(t.create_time) = '2008' GROUP BY t.create_by However, for the life of me, I don't see how to create a report showing the same. So I'm looking for any report gurus out there or some good documentation/howtos on the subject. Also, has anyone gone into using an outside program to pull reports from OTRS (like Crystal Reports or DataVision)? -John -- John Hogenmiller - ytjohn(a)gmail.com Used for mailing lists - sporadic response

4 3

workflow
by Tom Hickey 14 Aug '08

14 Aug '08

Good day, I would like to know if there is some workflow diagram available. I'm new to this and need some guide in who and how a ticket is been created, who receive it(queue management) and if no response from anybody the escalation route. The otrs admin book is not very clear on this issues. Any suggestions? Tom

2 1

email validation
by John (yt) Hogenmiller 14 Aug '08

14 Aug '08

Hello, On an installation of OTRS I am doing, we are entering customers that do not have email addresses (phone help desk primarily). First off, it would be nice if OTRS had something built in to handle customers without an email address. My approach is to setup an account called blackhole (blackhole@localhost) that routes email to /dev/null. This requires me to enter an email address of blackhole@localhost, which is rejected as invalid. I tried adding blackhole@localhost to Defaults.pm to $Self->{CheckEmailValidAddress} without any luck. $Self->{CheckEmailValidAddress} = '^(blackhole@localhost|root@localhost|admin@localhost)$'; I also tried turning of the check syntax: $Self->{CheckEmailAddresses} = 0; No luck there either. So finally, I edited CheckItem.pl and added a "return 1;" to the top of the CheckEmail subroutine, allowing me to bypass checking until I find a better solution. While I know there are solutions I can do at the system and dns level, I'd like to handle this within the scope of OTRS itself. We don't want emails to leave the server that OTRS resides on if the customer doesn't have an email address. -- John Hogenmiller - ytjohn(a)gmail.com Used for mailing lists - sporadic response

2 1

Add Customer panel dissapeared
by Emily Flynn 14 Aug '08

14 Aug '08

Hi! A weird thing. I've just installed the latest version of OTRS and I have added in most of my customers, but now for some reason, when I'm logged in as a user, the option to add a new customer in the 'Customer User Management' screen has gone. It's also gone when I log in as root Any ideas??? Screenshot attached Kind Regards, Emily

1 0

default value for "to:" field of customer ticket
by Patrick Schiess 14 Aug '08

14 Aug '08

hi, it's once again me... ;-) can someone tell me if there is a way to either define a default value for the "TO:" field of the customers new ticket view or is there a way to hide the "TO:" field? the idea behind this question is that, the customer only has one queue which he can choose and so it doesn't make sense for the customer to always choose the "TO:" field as there is no other option for him. thanks. regards, patrick.

1 0

admin customer list custom fields
by John (yt) Hogenmiller 14 Aug '08

14 Aug '08

If you are logged in as admin or an agent, and go to Customer -> Search -> * and get the list of customers, you get a table with the following columns: Username Name Email CustomerID valid/invalid How do I change the fields that get displayed under "Name" ? Currently, it displays first_name and last_name, and I want it to display my custom fields: company, city, state, phone. I have modified the table to add a few new fields (company name, phone number, fax, address..) as shown below. Please take note that this all works pretty well throughout most of the application. CustomerUserListFields => ['login', 'companyname', 'city', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'companyname', 'phone', 'first_name', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['companyname', 'phone', 'email'], CustomerUserNameFields => ['companyname'], [ 'UserCustomerID', 'Net-ID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'CompanyName', 'Company Name', 'companyname', 1, 1, 'var', '', 0 ], [ 'Phone', 'Phone Number', 'phone', 1, 0, 'var', '', 0 ], [ 'Fax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 0, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 0, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'Address', 'Address', 'address', 1, 0, 'var', '', 0 ], [ 'City', 'City', 'city', 1, 0, 'var', '', 0 ], [ 'State', 'State', 'state', 1, 0, 'var', '', 0 ], [ 'Zip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 -- John Hogenmiller - ytjohn(a)gmail.com Used for mailing lists - sporadic response

1 0

templates for ticket creation
by Patrick Schiess 13 Aug '08

13 Aug '08

hi, is there a possibility to create tickets which is predefined in a template? i am asking because we have a lot of similar problems coming in again and again. so it would be very nice if the agent could have the choice between some templates to create a phone ticket... thanks a lot for your help. regards, patrick.

2 2

new owner don't get the email notification
by Patrick Schiess 13 Aug '08

13 Aug '08

[does really nobody have any hints on this issue?] hi, we have the problem that, when e.g. owner A of ticket# 2000 transmits the ownership of his ticket# 2000 to owner B, then the new owner never gets the email notification if the customer replies on that ticket... instead of that, the email notification is still sent to the original owner, the first one who owned the ticket. is this a configuration issue or what exactly is the thought behind this behaviour? thanks. regards, patrick.

2 4

Moving to the "mother" queue when no response
by Ronaldo Richieri 13 Aug '08

13 Aug '08

Hi! My name is Ronaldo. I'm new to OTRS and I'm planning to put it to work to handle the tickets generated by the site of my company (contact form). We here a structur of sales team and the queues in our otrs that reflects this is the following: Raw Junk Postmaster Sales - Unit 1 - Unit 2 Unit 1 and Unit 2 are sub queues of "Sales" queue. The system delivery the new tickets (via Postmaster Filters) to Unit 1 and 2. My question is: Is there a way move the tickets from the Unit1 queue to the sale queue automatically if a new ticket that is on Unit1 do not get answered or locked in 2 hours? Thanks and sorry my bad english :-) Ronaldo Richieri

2 2

Respond without locking
by Lars Jørgensen 13 Aug '08

13 Aug '08

Hi, Is it possible to compose an email response to an unlocked ticket without becoming the owner? -- Lars

3 5

Otrs 2.3.1 and ITSM modules
by Guyard Marc NIS 13 Aug '08

13 Aug '08

Hi, I've test the new otrs 2.3.1 but i've a problem when i use ticketZoom : Can't locate object method "AllLinkedObjects" via package "Kernel::System::LinkObject" at ../..//Kernel/Modules/AgentTicketZoom.pm line 477. I've check the file AgentTicketZoom.pm. This file was modified by ITSMTicket and use a function call AllLinkedObjects who don't exist in 2.3.1. I think ITSM 1.1.2 is not compatible with 2.3.1. Can someone confirm me that ? Cordialement, [cid:image003.jpg@01C8FC96.E065EFD0] Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com<mailto:m.guyard@orange-ftgroup.com> Network Integration Services, 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com<http://www.orange-business.com/> [cid:image004.jpg@01C8FC96.E065EFD0]

2 2

Customer & ticketFreeText
by Marco Vannini 12 Aug '08

12 Aug '08

Hi all, Is there a way for a customer to update a ticketfreetext not in just in new ticket notification ? I try to explain a little bit more. We use only web interface for customer & agent. Customer send us request for installation, fault analisys and other. If a request end with a problem, it must be closed with a defect (managed by mercury test directory). both customer and agent are able to open defect so both must be able to close unsuccessfully ticket compiling a ticketfreetext "Defect" but I'm not able (as customer) to see that field in other place out of "New Ticket". I'm still on 2.2.6 (waiting for fedora update to 2.3.1) Thank you in advance. -- Marco Vannini msn: marco69v(a)hotmail.com talk: marco.vannini(a)gmail.com

1 0

working with queues and working time (calendars)
by Alexandre Silva 12 Aug '08

12 Aug '08

Hi, I'm a new user of the OTRS system (in the learning stage still). I'm having some problems when using queues and calendars. I need to be able to receive the tickets into different queues according to the time schedule. I have created 3 different calendars which are differently assigned to separate queues. Eg. Suport1, support 2, suport3, and they are sub-queues or RAW. The only problem here is that I have only one email address to receive all incoming tickets. I noticed that the incoming tickets all goes to RAW and does not take consideration of the time schedule. How should be the configuration of such scenario? Any hints would be greatly appreciated. Thanks Alex

1 0

Graph PIE
by Mahmoud Korayem 12 Aug '08

12 Aug '08

Hi all I want to make a graph-pie which elaborates the number of the issues in each state (opened,closed,new ... etc) Please help me since this report is very important to me, I want to use OTRS and what is preventing me from starting depending on it is the graphical reports. This is the summary of the stat: ===================================== Information about the Stat Stat#: 10001 Title: Overview about all tickets in the system Object: Ticket Description: Current state of all tickets in the system without time restrictions. Format: graph-pie Graphsize: 800x600 Sum rows: No Sum columns: No Cache: No Valid: valid X-axis State: closed successful closed unsuccessful merged new open pending auto close+ pending auto close- pending reminder removed Value Series State Type: closed merged new open pending auto pending reminder removed Restrictions No element selected. ===================================== Each time it gets me this error: ===================================== Error: You use invalid data! Perhaps there are no results. Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Aug 12 17:05:24 2008 Message: You use invalid data! Perhaps there are no results. Traceback (7364): Module: Kernel::Output::HTML::Layout::Error (v1.104) Line: 1284 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.104) Line: 1263 Module: Kernel::Modules::AgentStats::Run (v1.61) Line: 2162 Module: Kernel::System::Web::InterfaceAgent::Run (v1.33) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 ===================================== Thanks in advance. -- Mahmoud Korayem System Administrator SWS Si-Ware Systems 3 Khaled Ibn Al-Waleed Street, Heliopolis, Cairo, Egypt PO Box 11361 Cell: +201 00 56 26 17 Tel : +202 2266 7344 ; Ext :111 Tel : +202 2266 7885 ; Ext :111 Fax : +20 22 268 4705 www.si-ware.com

1 0

Agent's phone number in signature?
by booger＠post.pl 12 Aug '08

12 Aug '08

Hello, In signature I can put agent's first name and last name by putting <OTRS_Agent_UserFirstname> <OTRS_Agent_UserLastname> tags in it. But I want also to insert agent's direct phone number there. Unfortunatelly I don't see the "Phone number" field in agent's data, so I thought that I will put it in "Comment" or "Salutation". But what <OTRS_Agent_???> field should I use? Is it possible to do that that way? Thanks in advance for any help. -- Arek

2 1

Signing outgoing email tickets
by Henry 12 Aug '08

12 Aug '08

Greetings everyone, I'm using OTSR 2.3.1. I'm trying to configure OTRS to sign all outgoing email tickets using it's PGP facility. I've followed "How to use PGP (OTRS >= 2.0.x)" http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=78 as closely as possible, but the option to sign an email ticket is nowhere to be seen thereafter. I've created the keys as the otrs user, etc. The Sysconfig->Crypt::PGP config I'm unsure about. The FAQ mentions: "o PGP::Key::Password -> passwords for private keys -> secret_keyid -> password " but I'm not sure what to stick in the two fields: Key: (the 9 char hex string as displayed by gpg --gen-key?) Content: (no idea what to enter here, fingerprint/passphrase, something else?) Any pointers would be appreciated. Regards Henry

1 0

All <OTRS_ tags list?
by Mike Lykov 12 Aug '08

12 Aug '08

Hi ! Developers, please, tell me where i can find all <OTRS_ tags for use in my responses/signatures forms? I find this faq article - http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=186 but it's too old and incomplete (maybe for old version?) for example, i try to use <OTRS_TICKET_Changed> tag, but .... 742:AgentTicketCompose.pm # cleanup all not needed <OTRS_TICKET_ tags $Data{$_} =~ s/<OTRS_TICKET_.+?>/-/gi; and this tag counted as "not needed" and replace with "-" in my message (but it listed and recommended!) All what i need (ideally) - tag for articleid (current text article inside all ticket structure) or combination of ticketid, date, current answering agent and customer id, that unambiguously define current agent answer article in ticket structure (less acceptably). -- Mike Lykov System Administrator, Domain Name Registrar REG.RU http://www.reg.ru/ +7 495 580-11-11 int. 504

1 0

Query for leading time without waiting for customer
by Mikhail Pauw 12 Aug '08

12 Aug '08

Hello all, I was wondering if somebody know a query which returns al list of tickets with their start time, end time, absolute leading time and the leading without the time that the ticket has the status waiting for customer. Thanks in advance, Mikhail Pauw m.pauw(a)yucat.com <mailto:m.pauw@yucat.com> Tel: +31 (0)343 529 529 Fax: +31 (0)343 529 530 Yucat mobile business solutions Postbus 208 * 3970 AE Driebergen Hoofdstraat 248 * 3972 LK Driebergen info(a)yucat.com <mailto:info@yucat.com> * www.yucat.com <http://www.yucat.com/> Disclaimer The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

1 0

Help with module MatchBDSource
by José Mestre 12 Aug '08

12 Aug '08

Hi, Can someone explain me how to use the MatchDBSource prefilter module ? Thks

1 1

sso implementation on windows
by Patrick Schiess 12 Aug '08

12 Aug '08

[i can't believe that there is no sso installation out there with OTRS and windows] hi, does anyone of you guys have an working sso implementation of OTRS on windows? i would be glad if someone of you could give me detailed help on how to realize this feature, as i am struggling with it and can't find any helps on the internet. thanks. regards, patrick.

1 0

Re: [otrs] Exploring OTRS
by Tony Pagliaroli 12 Aug '08

12 Aug '08

Why not just put some free text fields in the ticket and allow your agents to log in, enter the start/end time for their activities, then sum that up in a report? Or is what you're trying to do a bit more complex than that? -----Original Message----- Message: 3 Date: Mon, 11 Aug 2008 14:21:33 -0600 From: Aaron Spurlock <aarons(a)technovationdesign.com> Subject: [otrs] Exploring OTRS To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: The other part, though, has me a little stumped in my searching about the Internet regarding OTRS. I'd also like to be able to track the visit itself as a time unit. This is different from time spent on a ticketed item itself, as any that are worked on during a visit don't really have a time applied to them. We might work on 5 different items during a visit, and trying to split time up between them becomes difficult. That is where we would like to just track time for the visit (arrived at.... left at....).

4 5

Cron Warnings
by Dave Wojciechowski 12 Aug '08

12 Aug '08

Any one know why i'm getting these warnings on the pop3 cronjobs? WARNING: nonstandard use of escape in a string literal at character 196 HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. WARNING: nonstandard use of escape in a string literal at character 382 HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. WARNING: nonstandard use of escape in a string literal at character 169 HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. WARNING: nonstandard use of escape in a string literal at character 169 HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. Thanks I'm Wojo ________________________________ Morgan's Foods Inc. 4531 Belmont Ave # A Youngstown, OH 44505 Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

3 3

Exploring OTRS
by Aaron Spurlock 11 Aug '08

11 Aug '08

I am exploring different ticketing systems and finding that one component we really need is not found in virtually any of them. I really like OTRS due to the mature communications structure, and wanted to see if anyone has any suggestions for whether OTRS is a good fit for what we need. We currently perform scheduled IT service for clients. At this point, OTRS fits perfectly, because it gives clients the ability to submit their own tickets, set their priority, and receive feedback on the service being done. There are 2 things I am seeking that I'm not 100% sure about with OTRS. The first can probably be done by someone with some SQL and reporting skills. I'd like to be able to put together a summary of a visit to a client, in order to put together their monthly bill. It would allow them to see what was done during a particular visit. As the work done in OTRS is timestamped, I assume we could build a report that would let them see what is done when. The other part, though, has me a little stumped in my searching about the Internet regarding OTRS. I'd also like to be able to track the visit itself as a time unit. This is different from time spent on a ticketed item itself, as any that are worked on during a visit don't really have a time applied to them. We might work on 5 different items during a visit, and trying to split time up between them becomes difficult. That is where we would like to just track time for the visit (arrived at.... left at....). I'm almost beginning to think we need to have a separate app developed that allows basic time tracking (time sheet?) in this manner, then tie together a MySQL query that will take the time of the visit from the "timesheet" app and find all the work done for the client during that time... Does anyone have any experience with using OTRS in this manner? Is it all doable inside OTRS itself, or am I looking at tying a few different systems together? If so, does anyone have a good suggestion for a "timesheet" app that would allow us to track time spent at a client location?

2 1

Problem with Custom TicketCreate Event Module
by Shue, Daniel G. 11 Aug '08

11 Aug '08

Hi folks, I got a problem with a custom TicketCreate module that I'm working on. Basically, what I want to do is on a TicketCreate is send a NewTicket notification to all the agents that has selected the queue the ticket is assigned to as "My Queues" even if the ticket was assigned an owner. Of course this is built right into OTRS for tickets that are unlocked, but we sometimes use OTRS to log simple tasks and assign the ticket to ourselves. So I have this working... see below. However, the only problem that I have is the notification itself contains no information other than the queue it is. It's missing the customer info, the article body... all the good stuff. I'm thinking that maybe the article has not been created yet and it's an order thing? I'm not very Perl savvy so any help would be greatly appreciated! ######################################################################## ################# package Kernel::System::Ticket::Event::EmailHelpDeskSuper; use strict; use Kernel::System::User; use Kernel::System::Email; use Kernel::System::Queue; use vars qw($VERSION); $VERSION = '$Revision: 1.4 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; sub new { my $Type = shift; my %Param = @_; # allocate new hash for object my $Self = {}; bless ($Self, $Type); # check needed objects foreach (qw(DBObject ConfigObject LogObject TicketObject)) { $Self->{$_} = $Param{$_} || die "Got no $_!"; } # 0=off; 1=on; $Self->{Debug} = $Param{Debug} || 1; $Self->{UserObject} = Kernel::System::User->new(%Param); $Self->{EmailObject} = Kernel::System::Email->new(%Param); $Self->{QueueObject} = Kernel::System::Queue->new(%Param); return $Self; } sub Run { my $Self = shift; my %Param = @_; # get ticket data my %Ticket = $Self->{TicketObject}->TicketGet(%Param); # check needed stuff foreach (qw(TicketID Event Config)) { if (!$Param{$_}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need $_!"); return; } } if ($Param{Event} eq 'TicketCreate') { my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Param{TicketID}); #if ($Ticket{State} eq 'New') { # get agentss who are sucscribed the ticket queue to the custom queues my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID( QueueID => $Ticket{QueueID}, ); # send each agent the a notification foreach my $UserID (@UserIDs) { my %User = $Self->{UserObject}->GetUserData(UserID => $UserID, Valid => 1); if (%User) { # send agent notification $Self->{TicketObject}->SendAgentNotification( Type => 'NewTicket', UserData => \%User, CustomerMessageParams => \%Param, TicketID => $Param{TicketID}, UserID => 1, ); } elsif ($Param{Event} eq 'MoveTicket') { my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Param{TicketID}); # do some stuff } } } return 1; } 1; ######################################################################## ############################################## Daniel Shue Networking Engineer Randolph County IT Department 725 McDowell Rd Asheboro, NC 27203 Phone: (336) 318-6399 Fax: (336) 636-7699 ********************************************************************** This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

1 0

Full message headers
by kristofer＠cybernetik.net 11 Aug '08

11 Aug '08

I was able to see full message headers prior to OTRS 2.3.x.. but now in 2.3.x, I don't see a link to view the entire raw message. How can we view the full message with the raw headers from the agent screen? Regards, Kristofer

1 0

Customers page + queues
by jose 11 Aug '08

11 Aug '08

This might sound familiar, but I can't find the options for customers login page to disable or just so they can see tech support , billing. I tried from admin, but there is not configuration about customer (Customer web interface for viewing and sending infos to the agents) configuration settings. can some one point me to the right info? thanks.

1 0

onchange submit in free text form otrs 2.3.1
by Thomas Koch 11 Aug '08

11 Aug '08

Hi, I made a demo setup of OTRS where the ticket types are used to categorize the tickets like: Voice - Coverage Voice - Tariff Data - Coverage Data - Tariff SIM card - Loss SIM card - Activation ... Do you think that this is a reasonable usage of the ticket type functionality? Now I wonder, why the page, where I can change the ticket type[1] does a page reload each time I change the ticket type in the select box. What is this for? If I do not need it, how can I disable it to save the unnecessary pageload? [1] index.pl?Action=AgentTicketFreeText&TicketID=2 Thank you, -- Thomas Koch, Software Developer http://www.koch.ro Young Media Concepts GmbH Sonnenstr. 4 CH-8280 Kreuzlingen Switzerland Tel +41 (0)71 / 508 24 86 Fax +41 (0)71 / 560 53 89 Mobile +49 (0)170 / 753 89 16 Web www.ymc.ch

2 1

Re: [otrs] Question about reports
by Tony Pagliaroli 11 Aug '08

11 Aug '08

On Wed, 27 Oct 2004 00:16:26 -0400, Tyler wrote: <snip> Here is an SQL statement that will poll this information. Change the date/time to reflect the time period you want. If you don't want all the way to current date, then add AND t.change_time <= 'YYYY-MM-DD HH:MM:SS' SELECT s.login, count( * ) FROM system_user s, ticket t WHERE s.id = t.user_id AND t.ticket_state_id = '2' AND t.change_time >= 'YYYY-MM-DD HH:MM:SS' GROUP BY s.login </snip> I also would like to get a report of closed tickets by user - however, our network admins lock down the database so that I can't access it via sql directly, so this statement, although it makes perfect sense, doesn't help me at all. Is there a way to achieve this using the "stats" functionality in OTRS itself? That would enable our end users to self-service this type of information. Perhaps there's a way to embed the sql somewhere in the stats page that I'm missing? Thanks in advance... Pags

1 1

Update 2.2.6 > 2.3.1, Problem!
by Christoph Kaulich 11 Aug '08

11 Aug '08

Hello, while updating from 2.2.6 tzo 2.3.1 U got: otrs@server1:~> ./scripts/DBUpdate-to-2.3.pl Start migration of the system... utf8 "\xFC" does not map to Unicode at /raid/otrs/Kernel/System/Config.pm line 161, <$In> chunk 1. utf8 "\xFC" does not map to Unicode at /raid/otrs/Kernel/System/Config.pm line 161, <$In> chunk 1. utf8 "\xF6" does not map to Unicode at /raid/otrs/Kernel/System/Config.pm line 161, <$In> chunk 1. Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl5/5.8.8/x86_64- linux-thread-multi/Data/Dumper.pm line 179. Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl5/5.8.8/x86_64- linux-thread-multi/Data/Dumper.pm line 179. Malformed UTF-8 character (unexpected non-continuation byte 0x6c, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl5/5.8.8/x86_64- linux-thread-multi/Data/Dumper.pm line 179. Malformed UTF-8 character (unexpected non-continuation byte 0x73, immediately after start byte 0xf6) in subroutine entry at /usr/lib/perl5/5.8.8/x86_64- linux-thread-multi/Data/Dumper.pm line 179. *** glibc detected *** /usr/bin/perl: realloc(): invalid next size: 0x0000000002838410 *** ======= Backtrace: ========= /lib64/libc.so.6[0x2b2bc356221d] /lib64/libc.so.6[0x2b2bc35656a8] /lib64/libc.so.6(realloc+0x130)[0x2b2bc3566120] /usr/bin/perl(Perl_safesysrealloc+0x5c)[0x4715fc] /usr/bin/perl(Perl_sv_grow+0x6f)[0x48f76f] /usr/bin/perl(Perl_sv_catpvn_flags+0x11f)[0x497a8f] /usr/lib/perl5/5.8.8/x86_64-linux-thread- multi/auto/Data/Dumper/Dumper.so[0x2b2bc4279ea1] /usr/lib/perl5/5.8.8/x86_64-linux-thread- multi/auto/Data/Dumper/Dumper.so[0x2b2bc42794a1] /usr/lib/perl5/5.8.8/x86_64-linux-thread- multi/auto/Data/Dumper/Dumper.so[0x2b2bc4279fe2] /usr/lib/perl5/5.8.8/x86_64-linux-thread- multi/auto/Data/Dumper/Dumper.so(XS_Data__Dumper_Dumpxs+0xf54)[0x2b2bc427b8c4] /usr/bin/perl(Perl_pp_entersub+0x363)[0x486a53] /usr/bin/perl(Perl_runops_debug+0x11e)[0x468e2e] /usr/bin/perl(perl_run+0x264)[0x4255f4] /usr/bin/perl(main+0xe4)[0x420e54] /lib64/libc.so.6(__libc_start_main+0xf4)[0x2b2bc3511b54] /usr/bin/perl[0x420cd9] The machine is a Suse 10.3 64bit machine, with perl-5.8.8-76. Has anyone here a clue, what was going wrong? Christoph

2 2

how is data saved in the database
by JayCeazar.Boado＠sunlife.com 09 Aug '08

09 Aug '08

Hi everyone, I am new with OTRS. And I am currently proposing this to be utilize in the department for application support.. I am trying to figure out how to add some fields in the New Phone Ticket field and save it to the database. Like i will be using one of the freetext column of the Ticket table. I've already updated the UI of the new Phone Ticket and stuck in the saving the data in to the Ticket Table part. How do I go about doing that. Here are the files I editted: AgentTicketPhone.dtl: Sample scrit: <tr> <td class="contentkey">$Text{"System"}:</td> <td class="contentvalue"> <input type="text" name="SystemOwner" $Data{"SystemOwner"} size="80"> </td> </tr> AgentTicketPhone.pm how will add the SystemOwner field to use the freetext in ticket table? Do i need to do something in the Ticket.pm? Any help would be greatly appreciated. Thanks regards... Jay Boado PH IT SunLife of Canada Philippines cp:+63 927 694 93793 phone: +63 2 886 6188 ext 8199 "This E-Mail message may contain confidential information and is intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, please notify the sender and erase this E-Mail message immediately "

1 0

Browser never returns on Compose Empty answer on an open ticket
by Matthew F Hymowitz 09 Aug '08

09 Aug '08

My browser never stops proccing the request when I submit an email 'empy answer' from an open ticket screen. The email comes up fine and is fully populated, but when I hit submit the browser just keeps processing and nothing is ever returned ( I suppose if I wait long enough it will timeout). Here is all that is in my log file from the transaction: [Fri Aug 8 17:34:54 2008][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue:matt) [Fri Aug 8 17:34:59 2008][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketCompose&ResponseID=1&TicketID=11&ArticleID=16:matt)

1 0

Problems with install.pl
by Aaron Long 08 Aug '08

08 Aug '08

I'm installing on CentOS 5 with mysql, and for some reason the install.pl script is claiming that the Kernel/Config.pm does not have write permissions set such that the apache user can write to it. So far as I can tell, this is an utter lie: [root@slaad ~]# cd /opt/otrs/Kernel [root@slaad Kernel]# ls -al total 100 drwxrwxr-x 8 apache apache 4096 Aug 8 11:19 . drwxr-xr-x 7 otrs apache 4096 Aug 8 11:19 .. drwxrwxr-x 3 apache apache 4096 Aug 8 11:19 Config -rw-rw-r-- 1 apache apache 3918 Aug 2 23:59 Config.pm -rw-rw-r-- 1 apache apache 3918 Aug 2 23:59 Config.pm.dist drwxrwxr-x 16 apache apache 4096 Aug 8 11:19 cpan-lib drwxrwxr-x 2 apache apache 4096 Aug 8 11:19 Language -rw-rw-r-- 1 apache apache 13871 Aug 2 23:59 Language.pm drwxrwxr-x 2 apache apache 4096 Aug 8 11:19 Modules drwxrwxr-x 3 apache apache 4096 Aug 8 11:19 Output drwxrwxr-x 21 apache apache 4096 Aug 8 11:19 System [root@slaad Kernel]# groups otrs otrs : otrs apache [root@slaad Kernel]# groups apache apache : apache otrs [root@slaad Kernel]# So from what I can see, the apache and otrs users are members of each other's groups, and everything in the Kernel directory is group writeable. Anyone see something I do not? Aaron M. Long NOC Engineer Leapfrog Enterprises, Inc. 6401 Hollis Street Emeryville, CA 94608

2 3

GenericAgents - schedule one, they all run
by Robin Bowes 08 Aug '08

08 Aug '08

Hi, I have two GenericAgents defined. Neither of them were scheduled to run. I then scheduled one of them to run every 20 minutes, and found that *both* agents run every twenty minutes. Anyone else see this? Is it a bug? (running 2.3.0rc1) R.

6 20

How to filter incoming emails
by José Mestre 08 Aug '08

08 Aug '08

I'm using OTRS 2.2.6 and I would like to filter incoming emails. Is it possible to create a filter that will create tickets only for known (in database) customers ? If yes how can I do that ? Thanks.

2 3

Upgrade from 2.2.7 to 2.3.1
by CARNINO Daniele (FIAT SERVICES) 08 Aug '08

08 Aug '08

Hello all, I tested on my development enviroment the new 2.3.1, upgrading from 2.2.7. I've followed all the suggested steps, receiving no errors (this is a Debian 4.0 server, with package installed by hand and not via apt). This is the problems I've found 'til now, testing the system. a) Phone ticket: after selecting the type, the customer (which is taken through an LDAP query) and the queue, when I click "All" on the owner field to see the agents enabled on the queue, the list remains empty. Only if i re-click "search customer", the list become populated, but this clears the from field (though the client info on the right side remains filled). b) Status-view: the pink row color of the high priority ticket is only visible in a small portion at the very left of the ticket number. But maybe this is a feature and not an issue, since i can see the ticket priority by hovering over it... Thanks for all the good work, guys... Cheers, d.

4 5

sso implementation on windows
by Patrick Schiess 08 Aug '08

08 Aug '08

hi, does anyone of you guys have an working sso implementation of OTRS on windows? i would be glad if someone of you could give me detailed help on how to realize this feature, as i am struggling with it and can't find any helps on the internet. thanks. regards, patrick.

1 0

Agent Notifications
by Loren Crowe 08 Aug '08

08 Aug '08

My agents have stopped receiving emails when tickets are assigned to them. They also do not receive emails anymore when the Pending timer has expired. The en::Agent::OwnerUpdate, and en::Agent::PendingReminder notifications are still configured in the 'Notification Management' area of the web interface. I've looked through the manuals and do not see any more information on these notifications other than how to format them in the 'Admin-area' of the web interface. I just need to know if there's a place where they might have inadvertently been turned off. The admins still receive emails when new tickets come in, or responses are submitted, so I don't think it's an email account configuration issue with the smtp server, unless Agent notifications are sent out a different way than the other notifications like new ticket notifications and response notifications. Any help would be appreciated. Thanks, Loren

2 3

new owner don't get the email notification
by Patrick Schiess 08 Aug '08

08 Aug '08

hi, we have the problem that, when e.g. owner A of ticket# 2000 transmits the ownership of his ticket# 2000 to owner B, then the new owner never gets the email notification if the customer replies on that ticket... instead of that, the email notification is still sent to the original owner, the first one who owned the ticket. is this a configuration issue or what exactly is the thought behind this behaviour? thanks. regards, patrick.

1 0

auto response
by Igor Bilis 07 Aug '08

07 Aug '08

Is there a way to specifically set OTRS to not auto respond to certain email addresses when submitted? Thanks.

1 0

OTRS and LDAP help
by Sivakumar ☺ 07 Aug '08

07 Aug '08

Hi All, I need your help very badly. Please help he & solve my problem.. It seems my configuratiopn ok for Integrating OTRS with OPenLDAp But i got the following error, Aug 6 20:04:24 tek OTRS-CGI-10[30120]: [Error][Kernel::System::Auth::LDAP::Auth][Line:248]: Search failed! base='cn=Manager,ou=People,ou=posixGroups,dc=tek,dc=virtual,dc=vps-host,dc=net', filter='(memberUid=test2)', Success Aug 6 20:06:12 tek OTRS-CGI-10[1552]: [Error][Kernel::System::CustomerAuth::LDAP::Auth][Line:238]: Search failed! base='cn=Manager,ou=People,ou=posixGroups,dc=tek,dc=virtual,dc=vps-host,dc=net', filter='(memberUid=vis)', Success please find my Config.pm file in attached, Expecting your reply.. Siva -- Thanks & Regards Siva

2 2

Por donde empezar
by Alejandro Guerra 07 Aug '08

07 Aug '08

Por favor alguien que me pueda dar los pasos a seguir para arrancar el sistema?? La documentación no ayuda mucho saludos

1 0

Changing the subject in the Queue view
by Kevin Rowe 06 Aug '08

06 Aug '08

When I view my open tickets the subject sometimes has nothing to do with the ticket. "Problem with Software" "File not working" Is there any way to change the subject after initial ticket has been open? Regards, Kevin Rowe

2 2

Restrict Visibility to Only Customer Interface
by Vienneau, Jeff 06 Aug '08

06 Aug '08

Hi all, I am trying to setup an otrs system with two separate interfaces (internal and external). I need to have the external interface locked down such that only customer.pl is evident and the others are hidden (404). The external facing system is on its own machine on our DMZ and is pointed at the internal MySQL db. The internal interface is on the same machine as the db. Is there a way to easily prevent users from accessing the other login pages without affecting the customer interface operation? Would it be sufficient security wise to: A) mod_rewrite index.pl to customer.pl B) deny installer.pl, public.pl and rpc.pl Thanks!

1 0

Generic Agent
by Amanda Beyersmith 06 Aug '08

06 Aug '08

Hello all, I have been trying to use the generic agent to change the queue of escalated tickets. In order to do so, I've been editing GenericAgent.pm as it says to do in the manual. I've been looking at the examples in GenericAgent.pm.examples to see how to do so and I'm rather certain that my coding is correct. However, even when I save my changes to GenericAgent.pm, the file doesn't turn up on the Web user interface for the admin. This is the code I have: ========================================================== # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # [name of job] -> send escalation notifications 'Send Escalated Tickets from Level 1 to Level 2' => { Queue => ['Other', 'Under Attack', 'WebUI', 'RE', 'RX', 'rView'], Escalation => 1, # new ticket properties New => { Queue => 'Level 2', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ========================================================== I have also tried taking the exact example that they have in GenericAgent.pm and removing the comments in front of the code lines and I still don't get anything, so I don't think that syntax is the error. Anyone have any ideas as to what could be causing my troubles? Thanks so much, Amanda

1 0

POP3S in OTRS 2.3.1
by sandor lukacs 06 Aug '08

06 Aug '08

Hi everybody! OTRS 2.3.1 supports POP3S. Where do I activate this feature when polling messages from pop.gmail.com. I could not find any POP3S options when defining mail addresses for the PostMaster mail account. Best regards Sandor Lukacs

1 0

Attachment File Size
by vimal pillai 06 Aug '08

06 Aug '08

Hi, Cuurently OTRS allows only attachements upto 500kb .How can i increase the attachement file size. Regards , VKP

2 1

appending to existing ticket
by Christopher Lee 06 Aug '08

06 Aug '08

Hello, After someone emails in and generates a new ticket, they get a response with a ticket number. If the customer then response to that email with the ticket number in the subject it creates a new ticket instead of appending the response to the ticket that was already created. I tried searching the email archives and could not find the answer to this. Maybe I am just not searching on the right words. I guess the first question is should the product do this. If so then where do I look in the configuration to fix it? I have searched now for quite a bit without success. -chrisl -- Christopher M. Lee christopher.lee(a)uboc.com Enterprise Server Engineering ****************************************************************************** This communication (including any attachments) may contain privileged or confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this communication and/or shred the materials and any attachments and are hereby notified that any disclosure, copying, or distribution of this communication, or the taking of any action based on it, is strictly prohibited. Thank you.

3 2

Error after upgrading from 2.2.6 to 2.3.1 (Got no UserID!)
by Henry 05 Aug '08

05 Aug '08

Greetings, After following the upgrade procedure in the UPGRADING file (which seemed to run without a problem), I've hit a snag: If I now browser to http://xxxxx/otrs/index.pl I get the error: "Got no UserID! at /opt/otrs//Kernel/System/LinkObject.pm line 70." I've been scratching around, but nothing jumps out at me. Anyone have an idea what this is about? I'm trying the upgrade out on a test server and would like to resolve this before trying on the production machine. Thanks Henry

1 1

OTRS is slow
by Laurent Minost 05 Aug '08

05 Aug '08

Hi, We are using OTRS 2.2.5 with a MySQL Backend with 4GB of RAM and Xeon 3.06 GHz CPU. Linux Distribution is the latest CentOS 5.1 with kernel 2.6.18-53.1.21.el5 #1 SMP. OTRS is running on Apache httpd-2.2.3-11.el5_1.centos.3 with mod_perl-2.0.2-6.3.el5 and perl-5.8.8-10.el5_0.2 and is having about ~ 4000 tickets in database with 300 customer companies and about 700 customers. Apache and MySQL were tuned the best I can to improve general performance and response time. With all these software and hardware related things, OTRS is by far too slow, overall navigation on the Agent AND Customer interface is slow ( response times of about 1 to 2 seconds for paged display). At this moment, I have no clue/idea about how to make it faster, I would like to try some sort of debugging with tool like Fred but didn't find any documentation how to implement it and makes it work ? By the way, I tried to disculpt some of the component by doing some tests with other software : Apache and MySQL does not seem to be the problem as other PHP applications running on the same server are running fast and smoothly. If anyone is having some ideas or advises on how to debug/find a solution to this problem, I will be glad to read your answers and share OTRS experience with any of you. ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok Thks by advance. Best regards Laurent MINOST

6 7

2.3.1 AJAX?
by Marcel 05 Aug '08

05 Aug '08

Hey, I just upgraded to 2.3.1 and otrs is still quite slow. Does somebody know what exactly is meant by "Reduced reloads by using AJAX technology"? cheers marcel

3 2

Error when creating a tickets in otrs 2.30 RC1
by Matthew F Hymowitz 05 Aug '08

05 Aug '08

I get a timeout when creating a new ticket in OTRS 2.30 RC1. I am using LDAP authentication and a MSSQL backend custoemr database. The following is the HTTP_ERROR log. [Tue Aug 05 07:30:14 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:14 2008] index.pl: Use of uninitialized value in numeric ge (>=) at ../..//Kernel/Modules/AgentTicketQueue.pm line 955. [Tue Aug 05 07:30:14 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:14 2008] index.pl: Use of uninitialized value in concatenation (.) or string at ../..//Kernel/Modules/AgentTicketQueue.pm line 956. [Tue Aug 05 07:30:14 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:14 2008] index.pl: Use of uninitialized value in numeric ge (>=) at ../..//Kernel/Modules/AgentTicketQueue.pm line 977. [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine typesbyname redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 168., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine typesbyval redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 185., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine classesbyname redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 224., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine classesbyval redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 240., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine version redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 304., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Constant subroutine PACKETSZ redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 305., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Constant subroutine HFIXEDSZ redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 306., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Constant subroutine QFIXEDSZ redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 307., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Constant subroutine RRFIXEDSZ redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 308., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Constant subroutine INT32SZ redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 309., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Constant subroutine INT16SZ redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 310., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine mx redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 319., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine yxrrset redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 341., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine nxrrset redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 345., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine yxdomain redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 349., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine nxdomain redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 353., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine rr_add redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 357., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine rr_del redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 361., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine name2labels redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 378., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine wire2presentation redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 393., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine presentation2wire redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 442., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:30:37 2008] [error] [client 192.168.9.1] [Tue Aug 5 07:30:37 2008] index.pl: Subroutine rrsort redefined at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS.pm line 492., referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:32:37 2008] [warn] [client 192.168.9.1] Timeout waiting for output from CGI script /opt/otrs/bin/cgi-bin/index.pl, referer: http://192.168.1.23/otrs/index.pl [Tue Aug 05 07:32:37 2008] [error] [client 192.168.9.1] Premature end of script headers: index.pl, referer: http://192.168.1.23/otrs/index.pl No errors are logged in the /tmp/otrs.log file. Can anyone give me a pointer as to where to start looking for this problem?

1 0

2.3.1 Upgrade - perl memory error
by Stefan Lesicnik 05 Aug '08

05 Aug '08

Hi, I just upgraded one of my sites from 2.2.2. to 2.3.1. I receive the following error as found below. The DBUpdate-2.3.pl script showed the same error. Any suggestions? Thanks Stefan - [Tue Aug 05 13:47:50 2008] [error] [client 196.211.71.34] Premature end of script headers: index.pl, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12e13e73649de… [Tue Aug 05 13:49:30 2008] [error] [client 196.211.71.34] attempt to invoke directory as script: /home/vhttpd/support.example.com/otrs-2.3.1/bin/cgi-bin/ [Tue Aug 05 13:50:43 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:43 2008] index.pl: utf8 "\\xF6" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:43 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:43 2008] index.pl: utf8 "\\xFC" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:43 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:43 2008] index.pl: utf8 "\\xE4" does not map to Unicode at ../..//Kernel/System/Config.pm line 161, <$In> chunk 1., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:43 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:43 2008] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:43 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:43 2008] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x6e, immediately after start byte 0xe4) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:44 2008] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:44 2008] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x68, immediately after start byte 0xe4) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:44 2008] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x74, immediately after start byte 0xe4) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:44 2008] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] [Tue Aug 5 13:50:44 2008] index.pl: Malformed UTF-8 character (unexpected non-continuation byte 0x74, immediately after start byte 0xf6) in subroutine entry at /usr/lib/perl/5.8/Data/Dumper.pm line 179., referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] *** glibc detected *** /usr/bin/perl: realloc(): invalid next size: 0x0000000002fb58c0 ***, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] ======= Backtrace: =========, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /lib/libc.so.6[0x7fa4f76a8e02], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /lib/libc.so.6(realloc+0x130)[0x7fa4f76aaea0], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/libperl.so.5.8(Perl_safesysrealloc+0x3f)[0x7fa4f80b787f], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/libperl.so.5.8(Perl_sv_grow+0x6f)[0x7fa4f80d333f], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/libperl.so.5.8(Perl_sv_catpvn_flags+0x10f)[0x7fa4f80dd89f], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/perl/5.8/auto/Data/Dumper/Dumper.so[0x7fa4f6bebbe1], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/perl/5.8/auto/Data/Dumper/Dumper.so[0x7fa4f6beb211], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/perl/5.8/auto/Data/Dumper/Dumper.so[0x7fa4f6bebd22], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/perl/5.8/auto/Data/Dumper/Dumper.so(XS_Data__Dumper_Dumpxs+0xea7)[0x7fa4f6bed447], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/libperl.so.5.8(Perl_pp_entersub+0x343)[0x7fa4f80c6163], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/libperl.so.5.8(Perl_runops_standard+0xe)[0x7fa4f80c49ce], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/lib/libperl.so.5.8(perl_run+0x27a)[0x7fa4f806eeca], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/bin/perl(main+0xfc)[0x4018dc], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /lib/libc.so.6(__libc_start_main+0xf4)[0x7fa4f76511c4], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] /usr/bin/perl[0x401749], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] ======= Memory map: ========, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] ======= Memory map: ========, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 00400000-00403000 r-xp 00000000 fe:05 1576 /usr/bin/perl, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 00602000-00603000 rw-p 00002000 fe:05 1576 /usr/bin/perl, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 00603000-033d1000 rw-p 00603000 00:00 0 [heap], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f0000000-7fa4f0021000 rw-p 7fa4f0000000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f0021000-7fa4f4000000 ---p 7fa4f0021000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f44ca000-7fa4f44d7000 r-xp 00000000 fe:01 996 /lib/libgcc_s.so.1, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f44d7000-7fa4f46d7000 ---p 0000d000 fe:01 996 /lib/libgcc_s.so.1, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f46d7000-7fa4f46d8000 rw-p 0000d000 fe:01 996 /lib/libgcc_s.so.1, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f46d8000-7fa4f46ec000 r-xp 00000000 fe:05 9367 /usr/lib/perl/5.8.8/auto/Storable/Storable.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f46ec000-7fa4f48eb000 ---p 00014000 fe:05 9367 /usr/lib/perl/5.8.8/auto/Storable/Storable.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f48eb000-7fa4f48ec000 rw-p 00013000 fe:05 9367 /usr/lib/perl/5.8.8/auto/Storable/Storable.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f48ec000-7fa4f4a0c000 rw-p 7fa4f841f000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f4a0c000-7fa4f4a7f000 rw-p 7fa4f8503000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f4b23000-7fa4f4b26000 r-xp 00000000 fe:05 1624 /usr/lib/perl/5.8.8/auto/Fcntl/Fcntl.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f4b26000-7fa4f4d25000 ---p 00003000 fe:05 1624 /usr/lib/perl/5.8.8/auto/Fcntl/Fcntl.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f4d25000-7fa4f4d26000 rw-p 00002000 fe:05 1624 /usr/lib/perl/5.8.8/auto/Fcntl/Fcntl.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f4d26000-7fa4f4d2a000 r-xp 00000000 fe:05 1628 /usr/lib/perl/5.8.8/auto/IO/IO.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f4d2a000-7fa4f4f2a000 ---p 00004000 fe:05 1628 /usr/lib/perl/5.8.8/auto/IO/IO.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f4f2a000-7fa4f4f2b000 rw-p 00004000 fe:05 1628 /usr/lib/perl/5.8.8/auto/IO/IO.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f4f2b000-7fa4f4f2e000 r-xp 00000000 fe:05 9164 /usr/lib/perl/5.8.8/auto/MIME/Base64/Base64.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f4f2e000-7fa4f512d000 ---p 00003000 fe:05 9164 /usr/lib/perl/5.8.8/auto/MIME/Base64/Base64.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f512d000-7fa4f512e000 rw-p 00002000 fe:05 9164 /usr/lib/perl/5.8.8/auto/MIME/Base64/Base64.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f512e000-7fa4f5138000 r-xp 00000000 fe:01 1038 /lib/libnss_files-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5138000-7fa4f5338000 ---p 0000a000 fe:01 1038 /lib/libnss_files-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5338000-7fa4f533a000 rw-p 0000a000 fe:01 1038 /lib/libnss_files-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5338000-7fa4f533a000 rw-p 0000a000 fe:01 1038 /lib/libnss_files-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f533a000-7fa4f5350000 r-xp 00000000 fe:05 3098 /usr/lib/libz.so.1.2.3.3, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5350000-7fa4f5550000 ---p 00016000 fe:05 3098 /usr/lib/libz.so.1.2.3.3, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5550000-7fa4f5551000 rw-p 00016000 fe:05 3098 /usr/lib/libz.so.1.2.3.3, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5551000-7fa4f5567000 r-xp 00000000 fe:01 1035 /lib/libnsl-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5567000-7fa4f5766000 ---p 00016000 fe:01 1035 /lib/libnsl-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5766000-7fa4f5768000 rw-p 00015000 fe:01 1035 /lib/libnsl-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5768000-7fa4f576a000 rw-p 7fa4f5768000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f576a000-7fa4f5923000 r-xp 00000000 fe:05 11992 /usr/lib/libmysqlclient.so.15.0.0, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5923000-7fa4f5b23000 ---p 001b9000 fe:05 11992 /usr/lib/libmysqlclient.so.15.0.0, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5b23000-7fa4f5b6c000 rw-p 001b9000 fe:05 11992 /usr/lib/libmysqlclient.so.15.0.0, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5b6c000-7fa4f5b6d000 rw-p 7fa4f5b6c000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5b6d000-7fa4f5b8a000 r-xp 00000000 fe:05 12004 /usr/lib/perl5/auto/DBD/mysql/mysql.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5b8a000-7fa4f5d8a000 ---p 0001d000 fe:05 12004 /usr/lib/perl5/auto/DBD/mysql/mysql.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5d8a000-7fa4f5d8c000 rw-p 0001d000 fe:05 12004 /usr/lib/perl5/auto/DBD/mysql/mysql.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5d8c000-7fa4f5d90000 r-xp 00000000 fe:05 9160 /usr/lib/perl/5.8.8/auto/IPC/SysV/SysV.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5d90000-7fa4f5f8f000 ---p 00004000 fe:05 9160 /usr/lib/perl/5.8.8/auto/IPC/SysV/SysV.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5f8f000-7fa4f5f90000 rw-p 00003000 fe:05 9160 /usr/lib/perl/5.8.8/auto/IPC/SysV/SysV.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5f90000-7fa4f5f94000 r-xp 00000000 fe:05 9375 /usr/lib/perl/5.8.8/auto/Sys/Syslog/Syslog.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f5f94000-7fa4f6193000 ---p 00004000 fe:05 9375 /usr/lib/perl/5.8.8/auto/Sys/Syslog/Syslog.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6193000-7fa4f6194000 rw-p 00003000 fe:05 9375 /usr/lib/perl/5.8.8/auto/Sys/Syslog/Syslog.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6194000-7fa4f61b1000 r-xp 00000000 fe:05 1633 /usr/lib/perl/5.8.8/auto/POSIX/POSIX.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f61b1000-7fa4f63b0000 ---p 0001d000 fe:05 1633 /usr/lib/perl/5.8.8/auto/POSIX/POSIX.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f63b0000-7fa4f63b1000 rw-p 0001c000 fe:05 1633 /usr/lib/perl/5.8.8/auto/POSIX/POSIX.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f63b1000-7fa4f63b6000 r-xp 00000000 fe:05 1636 /usr/lib/perl/5.8.8/auto/Socket/Socket.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f63b0000-7fa4f63b1000 rw-p 0001c000 fe:05 1633 /usr/lib/perl/5.8.8/auto/POSIX/POSIX.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f63b1000-7fa4f63b6000 r-xp 00000000 fe:05 1636 /usr/lib/perl/5.8.8/auto/Socket/Socket.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f63b6000-7fa4f65b5000 ---p 00005000 fe:05 1636 /usr/lib/perl/5.8.8/auto/Socket/Socket.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f65b5000-7fa4f65b6000 rw-p 00004000 fe:05 1636 /usr/lib/perl/5.8.8/auto/Socket/Socket.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f65b6000-7fa4f65bf000 r-xp 00000000 fe:05 9119 /usr/lib/perl/5.8.8/auto/Encode/Encode.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f65bf000-7fa4f67bf000 ---p 00009000 fe:05 9119 /usr/lib/perl/5.8.8/auto/Encode/Encode.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f67bf000-7fa4f67c0000 rw-p 00009000 fe:05 9119 /usr/lib/perl/5.8.8/auto/Encode/Encode.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f67c0000-7fa4f67c9000 r-xp 00000000 fe:05 1630 /usr/lib/perl/5.8.8/auto/List/Util/Util.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f67c9000-7fa4f69c8000 ---p 00009000 fe:05 1630 /usr/lib/perl/5.8.8/auto/List/Util/Util.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f69c8000-7fa4f69c9000 rw-p 00008000 fe:05 1630 /usr/lib/perl/5.8.8/auto/List/Util/Util.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f69c9000-7fa4f69e7000 r-xp 00000000 fe:05 11330 /usr/lib/perl5/auto/DBI/DBI.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f69e7000-7fa4f6be6000 ---p 0001e000 fe:05 11330 /usr/lib/perl5/auto/DBI/DBI.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6be6000-7fa4f6be7000 rw-p 0001d000 fe:05 11330 /usr/lib/perl5/auto/DBI/DBI.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6be7000-7fa4f6bee000 r-xp 00000000 fe:05 9102 /usr/lib/perl/5.8.8/auto/Data/Dumper/Dumper.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6bee000-7fa4f6dee000 ---p 00007000 fe:05 9102 /usr/lib/perl/5.8.8/auto/Data/Dumper/Dumper.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6dee000-7fa4f6def000 rw-p 00007000 fe:05 9102 /usr/lib/perl/5.8.8/auto/Data/Dumper/Dumper.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6def000-7fa4f6df3000 r-xp 00000000 fe:05 9116 /usr/lib/perl/5.8.8/auto/Digest/MD5/MD5.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6df3000-7fa4f6ff2000 ---p 00004000 fe:05 9116 /usr/lib/perl/5.8.8/auto/Digest/MD5/MD5.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6ff2000-7fa4f6ff3000 rw-p 00003000 fe:05 9116 /usr/lib/perl/5.8.8/auto/Digest/MD5/MD5.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6ff3000-7fa4f6ff8000 r-xp 00000000 fe:05 1626 /usr/lib/perl/5.8.8/auto/File/Glob/Glob.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f6ff8000-7fa4f71f7000 ---p 00005000 fe:05 1626 /usr/lib/perl/5.8.8/auto/File/Glob/Glob.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f71f7000-7fa4f71f8000 rw-p 00004000 fe:05 1626 /usr/lib/perl/5.8.8/auto/File/Glob/Glob.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f71f8000-7fa4f71fa000 r-xp 00000000 fe:05 1616 /usr/lib/perl/5.8.8/auto/Cwd/Cwd.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f71fa000-7fa4f73fa000 ---p 00002000 fe:05 1616 /usr/lib/perl/5.8.8/auto/Cwd/Cwd.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f73fa000-7fa4f73fb000 rw-p 00002000 fe:05 1616 /usr/lib/perl/5.8.8/auto/Cwd/Cwd.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f73fb000-7fa4f7404000 r-xp 00000000 fe:01 1031 /lib/libcrypt-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7404000-7fa4f7603000 ---p 00009000 fe:01 1031 /lib/libcrypt-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7603000-7fa4f7605000 rw-p 00008000 fe:01 1031 /lib/libcrypt-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7605000-7fa4f7633000 rw-p 7fa4f7605000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7633000-7fa4f778b000 r-xp 00000000 fe:01 1029 /lib/libc-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f778b000-7fa4f798b000 ---p 00158000 fe:01 1029 /lib/libc-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f798b000-7fa4f798e000 r--p 00158000 fe:01 1029 /lib/libc-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f798e000-7fa4f7990000 rw-p 0015b000 fe:01 1029 /lib/libc-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7990000-7fa4f7995000 rw-p 7fa4f7990000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7995000-7fa4f79ab000 r-xp 00000000 fe:01 1043 /lib/libpthread-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f79ab000-7fa4f7bab000 ---p 00016000 fe:01 1043 /lib/libpthread-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7bab000-7fa4f7bad000 rw-p 00016000 fe:01 1043 /lib/libpthread-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7bad000-7fa4f7bb1000 rw-p 7fa4f7bad000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7bb1000-7fa4f7c31000 r-xp 00000000 fe:01 1033 /lib/libm-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7c31000-7fa4f7e30000 ---p 00080000 fe:01 1033 /lib/libm-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7e30000-7fa4f7e32000 rw-p 0007f000 fe:01 1033 /lib/libm-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7e32000-7fa4f7e34000 r-xp 00000000 fe:01 1032 /lib/libdl-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f7e34000-7fa4f8034000 ---p 00002000 fe:01 1032 /lib/libdl-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f8034000-7fa4f8036000 rw-p 00002000 fe:01 1032 /lib/libdl-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f8036000-7fa4f816a000 r-xp 00000000 fe:05 1640 /usr/lib/libperl.so.5.8.8, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f816a000-7fa4f8369000 ---p 00134000 fe:05 1640 /usr/lib/libperl.so.5.8.8, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f8369000-7fa4f8372000 rw-p 00133000 fe:05 1640 /usr/lib/libperl.so.5.8.8, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f8372000-7fa4f8374000 rw-p 7fa4f8372000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f8374000-7fa4f8391000 r-xp 00000000 fe:01 1026 /lib/ld-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f83a3000-7fa4f84c3000 rw-p 7fa4f4a7f000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f83a3000-7fa4f84c3000 rw-p 7fa4f4a7f000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f84c3000-7fa4f8536000 rw-p 7fa4f84c3000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f8543000-7fa4f8589000 rw-p 7fa4f8543000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f858e000-7fa4f8591000 rw-p 7fa4f858e000 00:00 0 , referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fa4f8591000-7fa4f8593000 rw-p 0001d000 fe:01 1026 /lib/ld-2.7.so, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fff0057d000-7fff00592000 rw-p 7ffffffea000 00:00 0 [stack], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] 7fff005fe000-7fff00600000 r-xp 7fff005fe000 00:00 0 [vdso], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] ffffffffff600000-ffffffffff601000 r-xp 00000000 00:00 0 [vsyscall], referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d832b1bbb24… [Tue Aug 05 13:50:44 2008] [error] [client 196.211.71.34] Premature end of script headers: index.pl, referer: http://support.example.com/otrs/index.pl?Action=Admin&Session=12d83

1 0

Changing State/Notify/Pending without being the ticket owner
by Stefan Knott 05 Aug '08

05 Aug '08

Hi @all, Our Scenario envisions one Person responsible for all tickets, who is delegating each ticket actively to multiple employees. The Workflow needs this Person to be able to change ticket state, notifications, etc. without being the owner of the ticket anymore, but i can't seem to find such a setting in SysConfig. I half-solved the problem by activating the Responsibility-Module and it sort of works - with setting the delegating person as responsible in each and every ticket, but i can't find a way to automagically set this person as responsible (like, for example, a X-OTRS-Responsible flag in Postmaster Filter?) Am i on the wrong track? How can i solve this issue? Gruß Stefan Knott _________________________ nbsp GmbH Softwarehaus & IT-Dienstleister Steinweg 56, D-94315 Straubing Tel. +49 9421 7847-275 Fax: +49 9421 7847-150 email: knott(a)nbsp.de http://www.nbsp.de http://www.sitefusion.de http://www.besseres-hosting.de _________________________________________________________ Rechtsform: Gesellschaft mit beschränkter Haftung, Sitz Straubing Registergericht: Straubing HRB 10736, Geschäftsführer: Mario Kandler

2 4

Postmaster filtering not working
by Robin Bowes 04 Aug '08

04 Aug '08

Hi, I'm trying to setup some postmaster filters, but they don't seem to be working. I'm retrieving mail from an IMAP box using PostMasterMailbox.pl. I've created a rule named "Alerts" which is: Match: To = EMAILADDRESS:alerts@example.com Set: X-OTRS-Queue -> Alerts However, I'm not seeing any messages getting delivered to the "Alerts" queue. "Alerts" is a Sub-Queue of "Monitoring" - does that make any difference to how I specify the queue name in the filter? i.e. do I have to specifiy the parent queue too, e.g. Monitoring:Alerts, or similar? Any other ideas why this is not working? Thanks, R.

2 2

What are "Locked Tickets" for?
by Robin Bowes 04 Aug '08

04 Aug '08

Can anyone tell me what "Locked Tickets" are for? And in what circumstances a ticket becomes locked? Thanks, R.

3 3

What version of OTRS is running on demo.otrs.org ?
by Niran Abeygunawardena 04 Aug '08

04 Aug '08

Hi, Does anyone know what version of OTRS is running on http://demo.otrs.org/ ? I would especially like to see the new version 2.3 (with AJAX support ,etc) before deciding if I should upgrade. Thanks, Niran.

2 1

Create a ticket from PHP
by Gustavo Azambuja 04 Aug '08

04 Aug '08

Hello, guys, i need create one ticket using PHP form, using postmaster is easy... but i need show the ticket number to my customer when he submit a ticket. i listen some thing about rpc, but i not understand this... any help? Sorry, my english is not good :( -- Gustavo Azambuja - Linux User: 275813 http://gazambuja.ideas3.com

1 0

Don't send Auto-Response for msgs from certain senders
by Robin Bowes 04 Aug '08

04 Aug '08

Hi, I'm just getting to grips with OTRS v2.3.0 (currently using rc1, but will install 2.3.0 when it is released). I'd like to have our monitoring system alert msgs sent to our OTRS system, but don't need/want to send replies to the alert/warning msgs. Is there a way to not send an auto-response to msgs from certain senders? Thanks, R.

4 11

New Administrator and New User fustration
by rlopez＠askabas.com 03 Aug '08

03 Aug '08

1 0

Ticket # format Change
by Dave Wojciechowski 02 Aug '08

02 Aug '08

I have been running otrs for about 1 year, could not live without it now. But we started giving out ticket numbers over the phone as a standard when we verbally open a new ticket. was using the date + system id + checksum + date format. IE 2008072610000272 reading this to a customer usually results in Tech: ok your ticket number is 200807 Customer: wait wait wait let me get a pen Tech ok ready, 2008 0726 Customer: What 2008 267? Tech No that is 200807261000002 Customer What how many zeros... and on and on. If I change the ticket # generator to Auto Increment, any issues with changing mid stream? Thanks I'm Wojo ________________________________ Morgan's Foods Inc. 4531 Belmont Ave # A Youngstown, OH 44505 Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

2 2

AUTO: Roman Dusek is out of the office. (returning 08/10/2008)
by DusekR＠kancelarskestroje.cz 02 Aug '08

02 Aug '08

I am out of the office until 08/10/2008. I will be out of the office starting 04.08.2008 and will not return until 10.08.2008. I will respond to your message when I return. V kancelari budu zpet v pondeli 11.8. Dekuji Note: This is an automated response to your message "otrs Digest, Vol 61, Issue 2" sent on 8/2/2008 2:00:02 PM,. This is the only notification you will receive while this person is away.

1 0

mod_perl
by Maurice James Ny 01 Aug '08

01 Aug '08

I'm having a problem with mod_perl. Whenever I activate it on my web server OTRS starts serving up blank pages for OTRS. This behavior is not persistent, but it happens every 5th or 6th request. Has anyone seen this before?

1 0

SessionID Invalid!
by Wes Plate 01 Aug '08

01 Aug '08

OTRS has been killing me lately with it kicking me out with a message saying Invalid "SessionID Invalid!". It has happened when traveling and using my laptop on a WiFi network but it usually happens on my iPhone when I'm NOT on a WiFi network, either Edge or 3G. The way it works is this: I log in and view the Queue. I might be able to zoom in on a ticket, but sometimes I get kicked out when I click Zoom. If I log back in, I get to see the zoomed ticket. Then I click "Empty Answer" to reply. I get kicked out. I log back in and I go to the Compose screen. I type my response, I click send and I get kicked out. I can log back in but my response has been lost. We have OTRS 1.3 installed, is there a way to config OTRS to use cookies or something that will prevent these crazy "SessionID Invalid!" messages? Please. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

4 7

CC'ing in Ticket Answers
by Andy Billington 01 Aug '08

01 Aug '08

We would like to be able to send Email Ticket Responses to multiple destinations automatically, e.g. responses to tickets raised by user1@company1 would also be automatically be cc'd to helpdesk@company1, as well as going back to user1 himself. This could either be set at Customer Company level, or when each user is setup we could add the auto cc as a user property (I can do that, but how do I get OTRS to read in that field and cc outbound emails to it?) Thanks Andy

1 0

Character Encoding
by Jeff 30 Jul '08

30 Jul '08

We occasionally receive mail with incorrect charset headers or some other problem where all the characters can't be displayed. When this happens, the only thing we see in the body of the mail is the "malformed utf8" message. Is it possible to turn that off and have otrs display the contents of the mail even if it thinks it isn't correctly decoding it? In gmail, for example, some of these same mails do not display correctly, but enough is there that we can usually reply to it. Is it possible to tell otrs to be more tolerant of errors and show what it can? Any ideas or advise is welcome. Thanks. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 3

How to encrypt with PGP for multiple recipients
by olivier poncelet 30 Jul '08

30 Jul '08

Hello, I get the following message when I try to send to multiple recipients : * Just one recipient for crypt possible! Actually, the user interface does not seem to support multiple recipients for encryption, is it right ? The field "Crypt" in the Compose Answer interface displays only a combo box for choosing the encryption PGP key. Is it possible to configure PGP module to encrypt to multiple recipients ? Thanks in advance Olivier

1 0

Character Encoding
by Manfred Dohmen 30 Jul '08

30 Jul '08

Hello Jeff, there's an ongoing discussion about exactly this topic right now on the German users list. We noticed problems with 2.3RC1 when an incoming mail has a wrong character encoding in its headers. In our case we had a mail where the headers said it would be charset "us-ascii", encoded 7bit, while the body contained German Umlauts. The result is that the body is cut at the first occurrence of an Umlaut. I agree with you that a incorrectly displayed mail is better than one that's not shown. But I don't know if someone thinks of changing this. Kind regards Manfred Dohmen ____________________________________________________________________ Ihre Messenger, Communities und E-Mails jetzt in einem Programm! WEB.DE MultiMessenger http://www.produkte.web.de/messenger/?did=3071

1 0

Session timeout
by Hiren Joshi 29 Jul '08

29 Jul '08

Hello all, I'm running OTRS 2.2.6 on CentOS 4, the problem we are experiencing is when I zoom in on a ticket and compose an answer, if I spend more than, say, 10 minutes in replying, I get a session timeout when I click send. Would someone be able to point me to where I can find the setting for this? Many thanks, Josh.

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Detailed Ticket Report
by Pieter de Vries 29 Jul '08

29 Jul '08

Hi, Is it possible to create a detailed ticket report in OTRS::ITSM? We have the need to produce reports that contain some of the following headers: Ticket number:: Queue:: Date Created:: DateClosed:: Subject:: Description:: I have been playing around with the stats module but dont seem to be able to get the report I need. Regards, Pieter

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