- otrs - OTRS mailing lists

Create or search ticket using an URL
by Anders Schjelderup Lyng 27 Nov '07

27 Nov '07

I am trying to connect my ACD-application (ACD=Automatic Call Distributor) to OTRS What I want is to be able to display in my ACD-application a URL for creating tickets and for searching tickets. I want to automatically crate a ticket for the spesific user and search that users tickets. I want to put the 2 URLs in my LDAP server so the agent just have to click on the URL to create or search Anders S. Lyng

2 1

Time-Accountig
by Agim Cami 27 Nov '07

27 Nov '07

I Installed the Time-Accountig module, but I don't see any trace of it on the menus. So, my question is : how to start using it? Thnx. --

2 1

Email option in Queue view
by DataForce CRM 27 Nov '07

27 Nov '07

Hi, the email option to send "empty" email to a ticket creator is now blanked out or not available in my otrs. This has been working and I do not believe I changed anything. How do I get this email option back to respond to ticket queries? This is in the ticket view at right under Contact Customer the phone option is there, email has dropped out. Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

2 1

cron job for auto email checker
by DataForce CRM 27 Nov '07

27 Nov '07

hi, got email running and thank you for fine support. now I want to do a cron job in crontab. My otrs does not have a crontab file. do I make this and put in the cron job command? on restart I see message that "no crontab" and I do see the "cron" starting , but the email is not being checked. so i think i need to make a crontab. is this a directory or a file with the cron in it like */10 * * * $HOME/bin/Postmaster.pl ( I have read and reread the documentation) Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

2 3

stop solution time accounting
by Damien BASTIE 26 Nov '07

26 Nov '07

Hi, There is any way to stop solution time accounting ? For example i have a queue with the solution time parameter set at 120 minutes, but if an agent is waiting a phone call, how can he "pause" the ticket to prevent decrease of solution time ? Thanks in advance, Regards, Damien BASTIE

3 6

Cannot get mail or access internet, but intranet ok
by Christian Petrou 26 Nov '07

26 Nov '07

I have had zero issues with OTRS for about 4 months, and a few days ago I stated to have this problem. I went digging through the error logs and can only find that the server cannot access my email server. Tried changing the IP of the server, reinstalling the NIC, checked the firewall setting and no success. What I use Open SUSE 10.2 and OTRS 2.2.2 I am able to access the index page without any problems http://localhost/otrs/index.pl and also from any client that is in the same subnet 111.22.3.xxx. However, I cannot access the internet or ping any other server or device outside of the 111.22.3.xxx pool. This causes me to have problems in getting my emails delivered to the OTRS Server, as well as issues in creating tickets. Example of a phone ticket error : (DNS problem: Send error: Network is unreachable)! This is the indication that my DNS is not working correctly, however I cannot seem to find the issue to fix it. Any ideas?? Christian

4 4

Cannot get mail or access internet, but intranet ok
by Christian Petrou 26 Nov '07

26 Nov '07

I have had zero issues with OTRS for about 4 months, and a few days ago I stated to have this problem. I went digging through the error logs and can only find that the server cannot access my email server. Tried changing the IP of the server, reinstalling the NIC, checked the firewall setting and no success. What I use Open SUSE 10.2 and OTRS 2.2.2 I am able to access the index page without any problems http://localhost/otrs/index.pl and also from any client that is in the same subnet 111.22.3.xxx. However, I cannot access the internet or ping any other server or device outside of the 111.22.3.xxx pool. This causes me to have problems in getting my emails delivered to the OTRS Server, as well as issues in creating tickets. Example of a phone ticket error : (DNS problem: Send error: Network is unreachable)! This is the indication that my DNS is not working correctly, however I cannot seem to find the issue to fix it. Any ideas?? Christian

1 0

Re: [otrs] Time-Accountig
by Torsten Thau 26 Nov '07

26 Nov '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, > Yes i’m searching too a document about it. ...AFAIK there's no written documentation about it (yet). But it's an idea for further development or another chapter in the yet unwritten OTRS-user documentation. Do you have any specific questions regarding time accounting? 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHSuEsvXo8m5PgoXQRAhVoAJ4lC3BX0USkuxjtO/eqeNALJI2hOACeLiuD 7Fg07Q/2WBDYsITTHM7T4JI= =uYqc -----END PGP SIGNATURE-----

2 1

Time-Accountig
by Agim Cami 26 Nov '07

26 Nov '07

Hello, I have seen today that the Time accounting module is available for installation. Is any written document what are the features and how to use it? Thanks -- Agim Cami

2 1

Own ticket not showing up
by Sören Malchow 26 Nov '07

26 Nov '07

Dear all, we just upgraded from 2.0.5 to 2.2.4, -> install 2.2.4 -> dump database from old 2.0.5 -> run sql upgrade scripts -> migrate settings from old to new otrs The users are authenticated against an Acitve Directory. After the upgrade all tickets in the frontend are missing, meaning no user can see his/her own tickets anymore. In the backend everything is fine, and we can see all tickets, Any ideas ? Regards Soeren

2 3

Please help!
by Евгений Гейнак 24 Nov '07

24 Nov '07

We use database external backend (Customers Billing). Charset is windows-1251 (Russian). But OTRS interface use UTF-8. Need recode function or how do that? In documentation I read when use LDAP we can recode charset on fly! How do that when use mysql databse! Thank's Evgeniy Gejnak, RombNet ISP, Kirovograd, Ukraine.

1 0

Restoring from a backup
by Manoj Patwardhan 23 Nov '07

23 Nov '07

I am using the restore.pl script to restore from a backup. However, the restore.pl file fails saying it needs a file called RELEASE to be present. I was under the impression that the RELEASE file would also have been backed up when the application folder was backed up and that it would be restored when the application folder is restored. Seems like a deadlock. Am I doing something wrong? Regardless, I am finding OTRS to be a extremely useful tool. Thanks, Manoj

1 0

RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
by Andy Lubel 23 Nov '07

23 Nov '07

its really easy.. the only pre-requisite is that you have LDAP set up. good thing is there is plenty of LDAP daemons to choose from, but openLDAP is the most widely used afaik: http://www.openldap.org/jldap/overview.html then I google "openldap address book". http://www.onlamp.com/pub/a/onlamp/2003/03/27/ldap_ab.html then I configure my new LDAP for customers: http://doc.otrs.org/2.2/en/html/x1572.html#customer-backend-ldap since you spoke of "address book" as if the customers wouldnt be logging in, at least you would be able to map the customer request to the entry in customer ldap because its matched on company name or email address. i hope that gets you started. im not quite sure about the FAQ portion (i dont dabble in that much), maybe someone else with a similar need will chime in? -Andy ________________________________ From: otrs-bounces(a)otrs.org on behalf of Julien CHAMPSEIX Sent: Fri 11/23/2007 4:28 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Please can i have some help about it. I would test this address book. Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : mercredi 21 novembre 2007 12:37 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Andy, How can I to set up it because in doc I didn't see this point about it. Best regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : lundi 19 novembre 2007 17:43 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) What it's possible to create an Address book manually into OTRS without LDAP ? 2) My aim is to link an ticket to an OTRS FAQ as soon as it created and I woulkd known if it's possible to do it by Postmaster filter. Or what it's possible to X-OTRS-FAQ in Postmaster Filter in order to link directly an ticket. Regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Andy Lubel Envoyé : lundi 19 novembre 2007 15:37 À : User questions and discussions about OTRS.org Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) Create an LDAP db with your "contacts", why wouldn't that work? 2) Huh? -Andy Lubel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Julien CHAMPSEIX Sent: Sunday, November 18, 2007 2:24 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Any body have any idea about my request ? Kinds Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : vendredi 16 novembre 2007 10:49 À : otrs(a)otrs.org Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Importance : Haute Hello Everybody, I have 2 request for the OTRS community : 1) I would know how it's possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

2 1

New OTRS database on existing server
by Cham Bain Smith 23 Nov '07

23 Nov '07

HI, This is my 1st post to this list, and you'll have to bear with me as I'm not a Linux person at all. Strictly windows I'm afraid. Anyway this is my setup OTRS: 2.0.3 OS: CentOS Release 4.3 Final 2.6.9-34.ELsmp MYSQL: MySQL version 4.1.12 4 working OTRS databases running and am trying to set up a 5th I have copied one of the working databases and set up all the tables copied the file structure and amended all the config files so all the paths / authentications are correct amended the httpd.conf file to include the new otrs database amended config.pm so it has a new id number for tickets included a DNS entry for the virtual host mapping 10.0.1.75 to projectsit created a virtualhost entry for 10.0.1.75 that exactly (except for the IP) matches the other virtual host entries for the 4 working databases chmod all directories and files in the new structure to 777 to ensure there are no permission restrictions (in an effort to get it working) added the relevant mysql user to be able to do everything in MYSQL on the relevant database on username@% and username@localhost stopped and restarted mysql and httpd (many times - after making each change) commented out the .htaccess stuff in httpd.conf, then put it back in created an .htaccess file under /opt/projectsit then removed it again Researched .htaccess errors and (13)Permission denied errors in multiple places and tried a variety of things suggested And am now at a loss - Any help anyone can give would be appreciated, as I need to set up 2 more databases after these ones on this server. The error I am getting in the apache errror file is [Thu Nov 22 17:02:47 2007] [crit] [client 10.0.100.1] (13)Permission denied: /opt/projectsit/.htaccess pcfg_openfile: unable to check htaccess file, ensure it is readable The error in IE or Mozilla is Forbidden (403) You don't have permission to access / on this server. (MY COMMENTS or /projectsit or /projectsit/index.pl or any combination with the IP address that resolves to projectsit MY COMMENTS END) ________________________________ Apache/2.0.52 (CentOS) Server at projectsit Port 80 The Eden Brown Referral Scheme Eden Brown's success is built upon having the best job seekers, as well as the best jobs. We receive more high quality job seekers by referral than by any other method. Are you a registered Eden Brown candidate and know someone who would be interested in one of our many job opportunities? If you do, refer them to us! If they take up one of our permanent placements, you'll get �500* and if they take on a contract booking, you'll receive �200*. Please contact one of our consultants or check www.edenbrown.com/referrals for more information. The Eden Brown Tree Policy: Eden Brown feels strongly about reducing paper usage in order to help the environment so please only print this email if necessary and recycle where you can! Legal Information If this email isn't addressed to you, please don't read, use, forward, copy, print or disseminate it. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com Eden Brown Ltd - Reg No. 3643845 - Registered in England and Wales ****************************************************************** This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

2 2

Charset decode
by Евгений Гейнак 23 Nov '07

23 Nov '07

We have that future in LDAP customer external backend. But very need when use DB external backend for customers. # SourceCharset => 'utf-8' # DestCharset => 'iso-8859-1' For example main OTRS interface use UTF-8 and database backend use Windows-1251 charset. We need to decode charset on fly! Thank's Russian users, RombNet ISP, Evgeniy Gejnak.

1 0

tell me about OTRS
by Gopi Krishna 23 Nov '07

23 Nov '07

hello.. can anyone tell me or explain about OTRS system.. How to create users, groups? How to send mails / phone tickets and receive them/ -- gopi krishna

3 2

RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
by Julien CHAMPSEIX 23 Nov '07

23 Nov '07

Please can i have some help about it. I would test this address book. Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : mercredi 21 novembre 2007 12:37 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Andy, How can I to set up it because in doc I didnt see this point about it. Best regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : lundi 19 novembre 2007 17:43 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) What its possible to create an Address book manually into OTRS without LDAP ? 2) My aim is to link an ticket to an OTRS FAQ as soon as it created and I woulkd known if its possible to do it by Postmaster filter. Or what its possible to X-OTRS-FAQ in Postmaster Filter in order to link directly an ticket. Regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Andy Lubel Envoyé : lundi 19 novembre 2007 15:37 À : User questions and discussions about OTRS.org Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) Create an LDAP db with your contacts, why wouldnt that work? 2) Huh? -Andy Lubel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Julien CHAMPSEIX Sent: Sunday, November 18, 2007 2:24 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Any body have any idea about my request ? Kinds Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : vendredi 16 novembre 2007 10:49 À : otrs(a)otrs.org Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Importance : Haute Hello Everybody, I have 2 request for the OTRS community : 1) I would know how its possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

1 0

Wikiintegration in OTRS
by Christoph Stoettner 23 Nov '07

23 Nov '07

Hi, I want to use a wiki for documentation issues (e.g. docuwiki) and replace the faq of otrs with this wiki. Is this possible? Does anybody using a wiki with otrs? Kind regards Christoph

1 0

New OTRS database on existing server
by Cham Bain Smith 22 Nov '07

22 Nov '07

HI, This is my 1st post to this list, and you'll have to bear with me as I'm not a Linux person at all. Strictly windows I'm afraid. Anyway this is my setup OTRS: 2.0.3 OS: CentOS Release 4.3 Final 2.6.9-34.ELsmp MYSQL: MySQL version 4.1.12 4 working OTRS databases running and am trying to set up a 5th I have copied one of the working databases and set up all the tables copied the file structure and amended all the config files so all the paths / authentications are correct amended the httpd.conf file to include the new otrs database amended config.pm so it has a new id number for tickets included a DNS entry for the virtual host mapping 10.0.1.75 to projectsit created a virtualhost entry for 10.0.1.75 that exactly (except for the IP) matches the other virtual host entries for the 4 working databases chmod all directories and files in the new structure to 777 to ensure there are no permission restrictions (in an effort to get it working) added the relevant mysql user to be able to do everything in MYSQL on the relevant database on username@% and username@localhost stopped and restarted mysql and httpd (many times - after making each change) commented out the .htaccess stuff in httpd.conf, then put it back in created an .htaccess file under /opt/projectsit then removed it again Researched .htaccess errors and (13)Permission denied errors in multiple places and tried a variety of things suggested And am now at a loss - Any help anyone can give would be appreciated, as I need to set up 2 more databases after these ones on this server. The error I am getting in the apache errror file is [Thu Nov 22 17:02:47 2007] [crit] [client 10.0.100.1] (13)Permission denied: /opt/projectsit/.htaccess pcfg_openfile: unable to check htaccess file, ensure it is readable The error in IE or Mozilla is Forbidden (403) You don't have permission to access / on this server. (MY COMMENTS or /projectsit or /projectsit/index.pl or any combination with the IP address that resolves to projectsit MY COMMENTS END) ________________________________ Apache/2.0.52 (CentOS) Server at projectsit Port 80 The Eden Brown Referral Scheme Eden Brown's success is built upon having the best job seekers, as well as the best jobs. We receive more high quality job seekers by referral than by any other method. Are you a registered Eden Brown candidate and know someone who would be interested in one of our many job opportunities? If you do, refer them to us! If they take up one of our permanent placements, you'll get �500* and if they take on a contract booking, you'll receive �200*. Please contact one of our consultants or check www.edenbrown.com/referrals for more information. The Eden Brown Tree Policy: Eden Brown feels strongly about reducing paper usage in order to help the environment so please only print this email if necessary and recycle where you can! Legal Information If this email isn't addressed to you, please don't read, use, forward, copy, print or disseminate it. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com Eden Brown Ltd - Reg No. 3643845 - Registered in England and Wales ****************************************************************** This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

1 0

Error on email check ./PostMasterPOP3.pl how do i fix this? please
by DataForce CRM 22 Nov '07

22 Nov '07

I re-installed, in my mail server I got support(a)mail.dataforce1.com I set up pop3 in otrs and on checking using the /PostMasterPOP3 I get the below. Why does it fail? What do I have to do? jromano@support:/opt/otrs/bin> ./PostMasterPOP3.pl Unquoted string "elf" may clash with future reserved word at /opt/otrs/Kernel/Config.pm line 9. Name "main::elf" used only once: possible typo at line 9. ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Wed Nov 21 12:28:22 2007 Message: Auth for user support(a)mail.dataforce1.com failed! Traceback (10390): Module: main::FetchMail (v1.25) Line: 162 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 jromano@support:/opt/otrs/bin>

3 3

Installing OTRS on Dreamhost server?
by Robert Pańkowski 22 Nov '07

22 Nov '07

Did anyone succeed with an installation of OTRS on a Dreamhost server? If Yes, I would be grateful for a little HOW-TO. Robert Pankowski

1 0

Message Software Error Unknown callback: Authname
by Eduardo Ramírez Herrera 21 Nov '07

21 Nov '07

Hello Everyone, I have a problem using the customer interfase, when putting comments on a ticket: I log with any customer account on http://mydomain/otrs/customer.pl I open a ticket, fill the blank spaces (Subject, Text, Next status, etc) to give comments or whatever. When pressing the “submit button” I get the error: Software error: Unknown callback: 'authname'. (user|auth|language|pass) For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error. My guess is that somewere in the page code there should be “auth” instead “authname”. But I cannot find the page o code that I need to edit. Does somebody already have cross with this error before? That could give me a hint or clue. Thanks a lot Best Regards Eduardo Ramirez

1 0

Problems with emailing from fresh install of OTRS 2.2.4 (fwd)
by Eric Leung 21 Nov '07

21 Nov '07

Can no one help with this? ---------- Forwarded message ---------- Date: Fri, 16 Nov 2007 05:46:23 -0800 (PST) From: Eric Leung <ericl(a)outdoorresearch.com> To: otrs(a)otrs.org Subject: Problems with emailing from fresh install of OTRS 2.2.4 Hello We had been using OTRS 1.3.2 for a long time and decided to go to 2.2. I installed it on another Linux machine (php5, mysql5), went through the config, set up a few users, queues and answers like our 1.3.2 setup. When I open the sample ticket that comes with a fresh OTRS install and try to respond via email, I get the following: ----------------------- Software error: Unrecognised line: OTRS Feedback <feedback(a)otrs.org> at ../..//Kernel/Modules/AgentTicketCompose.pm line 587 For help, please send mail to the webmaster (webadmin(a)orgear.com) giving this error message and the time and date of the error. ------------------------ I get a similar error when just trying to create a new email ticket: -------------------------- Software error: Unrecognised line: otrs(a)orgear.com at ../..//Kernel/Output/HTML/ArticleComposeSign.pm line 54 For help, please send mail to the webmaster (webadmin(a)orgear.com) giving this error message and the time and date of the error. ---------------------------- Where could the trouble be? -- Eric

1 0

Ticket zoom by ticket number
by Sándor Fehér 21 Nov '07

21 Nov '07

Hi, My question is that is it possible to zoom a ticket via it's ticket number ? As far as I saw just this format http://192.168.1.10/otrs/index.pl?Action=AgentTicketZoom&TicketID=413&Artic… I would like to get otrs to view the ticket history if i click at the link in svn commit log which contains the ticket number the issue belongs to. Thanks. Regards, Sandor

2 2

Rejecting e-mails from non registered customers
by Stein Erik Berget 21 Nov '07

21 Nov '07

Hi all! I'm sorry if this question have been asked 2 mill. times before, but I was not able to find anything when searching the archive (http://www.mail-archive.com/search?l=otrs%40otrs.org&q=mail) My question goes like this: I would like all my support customers to be registered. But I still want them to be able to initiate a request from the normal e-mail interface. I would like to set the X-OTRS-Queue header to 'not-registered' for every e-mail where the 'from' header do not contain a valid registered customer e-mail adress. By setting the queue header I'm able to create a autoresponse to them, saying something like: "please visit http://... to get an valid customer account. This e-mail have been rejected'... Is there some examples on how this can be done? Thanks for your time! -- Stein Erik http://www.berget.org/

1 0

retrieve closed ticket
by Daniele 21 Nov '07

21 Nov '07

Where or how can I find closed ticket in order to browse them (eventually, print them) each time I need them? Thank you in advance Daniele

5 9

Fw: [otrs] retrieve closed ticket
by Gabriele D'Andrea 21 Nov '07

21 Nov '07

Sorry, the right page is Ticket -> Frontend::Agent::ModuleRegistration Gabriele ----- Original Message ----- From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Wednesday, November 21, 2007 12:56 PM Subject: Re: [otrs] retrieve closed ticket > Maybe you can't use "" > However you must search for statusview > For your convenience the right page in SysAdmin is > Frontend::Agent::Ticket::ViewStatus > where you must enable the setting > Frontend::Module###AgentTicketStatusView > > Bye > Gabriele > > ----- Original Message ----- > From: "Daniele" <daniele.cordella(a)iss.it> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Sent: Wednesday, November 21, 2007 9:29 AM > Subject: Re: [otrs] retrieve closed ticket > > >> Gosh!! >> I went to look for "status view" in admin->sysconfig and I wrote status >> view in the "Search for" field of the page but I got the error: >> >> >> Software error: >> >> Can't use string ("") as a HASH ref while "strict refs" in use at >> /usr/share/otrs//Kernel/System/Config.pm line 589. >> >> For help, please send mail to the webmaster (webmaster@localhost >> <mailto:webmaster@localhost>), giving this error message and the time and >> date of the error. >> >> >> On the same argument. How can I upgrade from 2.2.3 to 2.2.4 on debian >> server if it is still not available the release 2.2.4 of otrs in deb >> package? >> >> Thank you in advance >> Daniele >> >> >> Andy Lubel ha scritto: >>> Or enable the "status view" in sysconfig and see open and closed tickets >>> (not for the faint DB server). >>> -Andy >>> >>> ------------------------------------------------------------------------ >>> *From:* otrs-bounces(a)otrs.org on behalf of Obee, Daniel >>> *Sent:* Wed 11/21/2007 2:37 AM >>> *To:* User questions and discussions about OTRS.org >>> *Subject:* RE: [otrs] retrieve closed ticket >>> >>> You can limit the search to Status 'closed' if you need to. >>> >>> Just pick the queues and the status you need and then at the end of the >>> search screen click the checkbox 'Save Search-Profile as Template?'. >>> Give it a name (e.g. 'closed tickets in queue XXXX) and save the search. >>> It will appear under the search templates choice next time. >>> >>> AFAIK ten searches can be saved. >>> >>> Greetz, >>> Daniel >>> >>> -----Original Message----- >>> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >>> Daniele >>> Sent: Mittwoch, 21. November 2007 08:29 >>> To: User questions and discussions about OTRS.org >>> Subject: Re: [otrs] retrieve closed ticket >>> >>> Yes, I tried, but if I enter a star (*) in the default search I get a >>> lot of ticked, not only the closed one. >>> Ciao. >>> Daniele >>> >>> Obee, Daniel ha scritto: >>> > Hi Daniele. >>> > >>> > Have you tried to solve the need with a default search? >>> > That'd be the easiest I think. >>> > >>> > Greets, >>> > >>> > Daniel >>> > >>> > Project Manager >>> > CS/Service Development >>> > >>> > >>> > Jamba! GmbH >>> > E-Mail: daniel.obee(a)jamba.net >>> > >>> > -----Original Message----- >>> > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf >>> Of >>> > Daniele >>> > Sent: Mittwoch, 21. November 2007 07:32 >>> > To: otrs(a)otrs.org >>> > Subject: [otrs] retrieve closed ticket >>> > >>> > Where or how can I find closed ticket in order to browse them >>> > (eventually, print them) each time I need them? >>> > Thank you in advance >>> > Daniele >>> > >>> > _______________________________________________ >>> > 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/ >>> _______________________________________________ >>> 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/ > >

1 0

RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
by Julien CHAMPSEIX 21 Nov '07

21 Nov '07

Andy, How can I to set up it because in doc I didnt see this point about it. Best regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : lundi 19 novembre 2007 17:43 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) What its possible to create an Address book manually into OTRS without LDAP ? 2) My aim is to link an ticket to an OTRS FAQ as soon as it created and I woulkd known if its possible to do it by Postmaster filter. Or what its possible to X-OTRS-FAQ in Postmaster Filter in order to link directly an ticket. Regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Andy Lubel Envoyé : lundi 19 novembre 2007 15:37 À : User questions and discussions about OTRS.org Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) Create an LDAP db with your contacts, why wouldnt that work? 2) Huh? -Andy Lubel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Julien CHAMPSEIX Sent: Sunday, November 18, 2007 2:24 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Any body have any idea about my request ? Kinds Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : vendredi 16 novembre 2007 10:49 À : otrs(a)otrs.org Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Importance : Haute Hello Everybody, I have 2 request for the OTRS community : 1) I would know how its possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

1 0

Related Objects: Config Item overview
by Peter Hoogkamer 21 Nov '07

21 Nov '07

Hello, I would like to know if there is a possibility for adding a extra column to the overview. Now there are columns for - Number - Name - Status - Last Change I would like to add the Owner of the config item to the overview. Is this possible and if so where can I change that? Thanks, Peter

2 1

cant get emails to go into otrs
by DataForce CRM 21 Nov '07

21 Nov '07

I have read the documentation and set up my mail server and the pop 3 in otrs. I just can not get emails into OTRS. Is there a mail server that OTRS uses on the OTRS server that I can check to see if running? Can someone suggest checkpoints I can go over to see where I went wrong? Thank you. JR

2 2

email checking
by DataForce CRM 21 Nov '07

21 Nov '07

Does an email service need to be running on the otrs server ? Sendmail or postfix? I can not get OTRO to bring in mail. My pop settings are right. Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

3 5

Mysql -> Pgsql migration
by Andrey Feldman 20 Nov '07

20 Nov '07

Hi. Is there some kind of script, to migrate from Mysql to PostgreSQL? -- Best regards , Andrey Feldman http://alt-lan.ru +7(495)96-100-96

1 0

Upgrading the FAQ module.
by Emily Flynn 20 Nov '07

20 Nov '07

Hi guys, I'm still trying to find help on this. I'm trying to upgrade our OTRS from 2.1.7 to 2.2.3. I've been following the instructions in this article: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=191> &ItemID=191 However, when I try to restore the database, it fails and I can see that it is the installed FAQ module causing problems. Is there a special way to handle the upgrade with FAQ installed? I do have some attachments in certain FAQ articles, would getting rid of these help? They'd probably still be referenced in the database anyway. I would really appreciate any suggestions, as it is imperative I get the system upgraded! Thanks Kind Regards Emily

1 0

Can't login to OTRS 2.2.4 on Windows XP IIS with MSSQL
by Keith Bannister 20 Nov '07

20 Nov '07

Hi, I trying to get OTRS 2.2.4 running on Windows XP SP 2 with IIS 5 with ActivePerl 5.8.822 (running with perl.exe) and MSSQL Express. Perl seems to be happy and CheckDB reports things are OK but when I login as root@localhost I get immediately redirected back to the login page. I never see anything else. I've attached log files and Config.pm Any ideas? Keith [Thu Nov 15 17:09:44 2007][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.8.0.10). [Thu Nov 15 17:11:41 2007][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.8.0.6). [Thu Nov 15 17:12:17 2007][Error][Kernel::System::Web::InterfacePublic::Run][184] Module 'Kernel::Modules::' not found! Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('WebMaxFileUpload') --> 10485760 Debug: Config.pm ->Get('SessionName') --> Session Debug: Config.pm ->Get('SessionUseCookie') --> 1 Debug: Config.pm ->Get('DefaultTheme') --> Standard Debug: Config.pm ->Get('TimeZoneUser') --> 0 Error: Config.pm No value for 'TimeZoneUser' in Config.pm found! Debug: Config.pm ->Get('DefaultUsedLanguages') --> HASH(0x20a29a0) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('Home') --> C:/otrs.win32 [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPre') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPre' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPost') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPost' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterContent') --> Error: Config.pm No value for 'Frontend::Output::FilterContent' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('DefaultTheme::HostBased') --> Error: Config.pm No value for 'DefaultTheme::HostBased' in Config.pm found! Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('Frontend::ImagePath') --> /otrs-web/images/Standard/ Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('DatabaseDSN') --> DBI:ODBC:driver={SQL Server};Server=fleximeals-0002\sqlexpress;database=otrs;uid=otrsroot;pwd=roototrs; Debug: Config.pm ->Get('DatabaseUser') --> otrsroot Debug: Config.pm ->Get('DatabasePw') --> roototrs [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::SlowLog') --> Error: Config.pm No value for 'Database::SlowLog' in Config.pm found! Debug: Config.pm ->Get('Database::Type') --> mssql Debug: Config.pm ->Get('Database::Type') --> mssql [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::ShellOutput') --> Error: Config.pm No value for 'Database::ShellOutput' in Config.pm found! Debug: Config.pm ->Get('Database::Type') --> mssql Debug: Config.pm ->Get('Database::Type') --> mssql [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Limit') --> Error: Config.pm No value for 'Database::Limit' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::DirectBlob') --> Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Attribute') --> Error: Config.pm No value for 'Database::Attribute' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteSingle') --> Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteBack') --> Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Connect') --> Error: Config.pm No value for 'Database::Connect' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Encode') --> Error: Config.pm No value for 'Database::Encode' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('DatabaseUserTable') --> system_user2 Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('SessionModule') --> Kernel::System::AuthSession::DB Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('SystemID') --> 10 Debug: Config.pm ->Get('SessionTable') --> sessions Debug: Config.pm ->Get('SessionTableID') --> session_id Debug: Config.pm ->Get('SessionTableValue') --> session_value Debug: Config.pm ->Get('Frontend::CommonObject') --> HASH(0x1f9200c) Debug: Config.pm ->Get('DatabaseUserTable') --> system_user2 Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6658) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6658) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6658) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6658) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6658) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1f86a90) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1f86a90) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1f86a90) [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser1') --> Error: Config.pm No value for 'CustomerUser1' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser2') --> Error: Config.pm No value for 'CustomerUser2' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser3') --> Error: Config.pm No value for 'CustomerUser3' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser4') --> Error: Config.pm No value for 'CustomerUser4' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser5') --> Error: Config.pm No value for 'CustomerUser5' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser6') --> Error: Config.pm No value for 'CustomerUser6' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser7') --> Error: Config.pm No value for 'CustomerUser7' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser8') --> Error: Config.pm No value for 'CustomerUser8' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser9') --> Error: Config.pm No value for 'CustomerUser9' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser10') --> Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f8f228) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f8f228) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f8f228) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f8f228) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('SendmailModule') --> Kernel::System::Email::Sendmail Debug: Config.pm ->Get('SendmailModule::CMD') --> /usr/sbin/sendmail -i -f Debug: Config.pm ->Get('FQDN') --> yourhost.example.com Debug: Config.pm ->Get('Organization') --> Example Company Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('LoopProtectionModule') --> Kernel::System::PostMaster::LoopProtection::DB Debug: Config.pm ->Get('PostmasterMaxEmails') --> 40 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20c8ce4) Debug: Config.pm ->Get('Ticket::UnlockStateType') --> ARRAY(0x20c8d2c) Debug: Config.pm ->Get('Ticket::ViewableLocks') --> ARRAY(0x20c8cb4) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20c8ce4) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20c8ce4) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20c8ce4) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20c8ce4) [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Sendmail') --> Error: Config.pm No value for 'Sendmail' in Config.pm found! Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('FQDN') --> yourhost.example.com Debug: Config.pm ->Get('Organization') --> Example Company Debug: Config.pm ->Get('Ticket::NumberGenerator') --> Kernel::System::Ticket::Number::DateChecksum Debug: Config.pm ->Get('Ticket::IndexModule') --> Kernel::System::Ticket::IndexAccelerator::RuntimeDB Debug: Config.pm ->Get('Ticket::StorageModule') --> Kernel::System::Ticket::ArticleStorageDB [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Ticket::CustomModule') --> Error: Config.pm No value for 'Ticket::CustomModule' in Config.pm found! Debug: Config.pm ->Get('ArticleDir') --> C:/otrs.win32/var/article Debug: Config.pm ->Get('Frontend::CommonParam') --> HASH(0x1f92024) Debug: Config.pm ->Get('AuthModule') --> Kernel::System::Auth::DB Debug: Config.pm ->Get('DatabaseUserTable') --> system_user2 Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule1') --> Error: Config.pm No value for 'AuthModule1' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule2') --> Error: Config.pm No value for 'AuthModule2' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule3') --> Error: Config.pm No value for 'AuthModule3' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule4') --> Error: Config.pm No value for 'AuthModule4' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule5') --> Error: Config.pm No value for 'AuthModule5' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule6') --> Error: Config.pm No value for 'AuthModule6' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule7') --> Error: Config.pm No value for 'AuthModule7' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule8') --> Error: Config.pm No value for 'AuthModule8' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule9') --> Error: Config.pm No value for 'AuthModule9' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule10') --> Error: Config.pm No value for 'AuthModule10' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule::DB::CryptType') --> Error: Config.pm No value for 'AuthModule::DB::CryptType' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! [Thu Nov 15 17:11:41 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionMaxIdleTime') --> 18000 [Thu Nov 15 17:11:49 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('TimeZoneUser') --> 0 Error: Config.pm No value for 'TimeZoneUser' in Config.pm found! Debug: Config.pm ->Get('SessionMaxTime') --> 50400 Debug: Config.pm ->Get('SessionUseCookieAfterBrowserClose') --> 0 Error: Config.pm No value for 'SessionUseCookieAfterBrowserClose' in Config.pm found! Debug: Config.pm ->Get('DefaultTheme') --> Standard Debug: Config.pm ->Get('TimeZoneUser') --> 0 Error: Config.pm No value for 'TimeZoneUser' in Config.pm found! Debug: Config.pm ->Get('DefaultUsedLanguages') --> HASH(0x20a29a0) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:11:49 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('Home') --> C:/otrs.win32 [Thu Nov 15 17:11:49 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPre') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPre' in Config.pm found! [Thu Nov 15 17:11:49 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPost') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPost' in Config.pm found! [Thu Nov 15 17:11:49 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterContent') --> Error: Config.pm No value for 'Frontend::Output::FilterContent' in Config.pm found! [Thu Nov 15 17:11:49 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('DefaultTheme::HostBased') --> Error: Config.pm No value for 'DefaultTheme::HostBased' in Config.pm found! Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('Frontend::ImagePath') --> /otrs-web/images/Standard/ Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('SessionUseCookie') --> 1 Debug: Config.pm ->Get('HttpType') --> http Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Version') --> 2.2.4 Debug: Config.pm ->Get('Version') --> 2.2.4 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('WebMaxFileUpload') --> 10485760 Debug: Config.pm ->Get('SessionName') --> Session Debug: Config.pm ->Get('SessionUseCookie') --> 1 Debug: Config.pm ->Get('DefaultTheme') --> Standard Debug: Config.pm ->Get('TimeZoneUser') --> 0 Error: Config.pm No value for 'TimeZoneUser' in Config.pm found! Debug: Config.pm ->Get('DefaultUsedLanguages') --> HASH(0x209eadc) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('Home') --> C:/otrs.win32 [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPre') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPre' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPost') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPost' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterContent') --> Error: Config.pm No value for 'Frontend::Output::FilterContent' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('DefaultTheme::HostBased') --> Error: Config.pm No value for 'DefaultTheme::HostBased' in Config.pm found! Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('Frontend::ImagePath') --> /otrs-web/images/Standard/ Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('DatabaseDSN') --> DBI:ODBC:driver={SQL Server};Server=fleximeals-0002\sqlexpress;database=otrs;uid=otrsroot;pwd=roototrs; Debug: Config.pm ->Get('DatabaseUser') --> otrsroot Debug: Config.pm ->Get('DatabasePw') --> roototrs [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::SlowLog') --> Error: Config.pm No value for 'Database::SlowLog' in Config.pm found! Debug: Config.pm ->Get('Database::Type') --> mssql Debug: Config.pm ->Get('Database::Type') --> mssql [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::ShellOutput') --> Error: Config.pm No value for 'Database::ShellOutput' in Config.pm found! Debug: Config.pm ->Get('Database::Type') --> mssql Debug: Config.pm ->Get('Database::Type') --> mssql [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Limit') --> Error: Config.pm No value for 'Database::Limit' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::DirectBlob') --> Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Attribute') --> Error: Config.pm No value for 'Database::Attribute' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteSingle') --> Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteBack') --> Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Connect') --> Error: Config.pm No value for 'Database::Connect' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Encode') --> Error: Config.pm No value for 'Database::Encode' in Config.pm found! [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('DatabaseUserTable') --> system_user2 Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login [Thu Nov 15 17:11:50 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('SessionModule') --> Kernel::System::AuthSession::DB Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('SystemID') --> 10 Debug: Config.pm ->Get('SessionTable') --> sessions Debug: Config.pm ->Get('SessionTableID') --> session_id Debug: Config.pm ->Get('SessionTableValue') --> session_value Debug: Config.pm ->Get('Frontend::CommonObject') --> HASH(0x1f97cbc) Debug: Config.pm ->Get('DatabaseUserTable') --> system_user2 Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6504) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6504) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6504) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6504) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a6504) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1f8d188) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1f8d188) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1f8d188) [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser1') --> Error: Config.pm No value for 'CustomerUser1' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser2') --> Error: Config.pm No value for 'CustomerUser2' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser3') --> Error: Config.pm No value for 'CustomerUser3' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser4') --> Error: Config.pm No value for 'CustomerUser4' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser5') --> Error: Config.pm No value for 'CustomerUser5' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser6') --> Error: Config.pm No value for 'CustomerUser6' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser7') --> Error: Config.pm No value for 'CustomerUser7' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser8') --> Error: Config.pm No value for 'CustomerUser8' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser9') --> Error: Config.pm No value for 'CustomerUser9' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser10') --> Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f917e8) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f917e8) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f917e8) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f917e8) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('SendmailModule') --> Kernel::System::Email::Sendmail Debug: Config.pm ->Get('SendmailModule::CMD') --> /usr/sbin/sendmail -i -f Debug: Config.pm ->Get('FQDN') --> yourhost.example.com Debug: Config.pm ->Get('Organization') --> Example Company Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('LoopProtectionModule') --> Kernel::System::PostMaster::LoopProtection::DB Debug: Config.pm ->Get('PostmasterMaxEmails') --> 40 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20ccc9c) Debug: Config.pm ->Get('Ticket::UnlockStateType') --> ARRAY(0x20ccce4) Debug: Config.pm ->Get('Ticket::ViewableLocks') --> ARRAY(0x20ccc6c) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20ccc9c) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20ccc9c) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20ccc9c) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20ccc9c) [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Sendmail') --> Error: Config.pm No value for 'Sendmail' in Config.pm found! Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('FQDN') --> yourhost.example.com Debug: Config.pm ->Get('Organization') --> Example Company Debug: Config.pm ->Get('Ticket::NumberGenerator') --> Kernel::System::Ticket::Number::DateChecksum Debug: Config.pm ->Get('Ticket::IndexModule') --> Kernel::System::Ticket::IndexAccelerator::RuntimeDB Debug: Config.pm ->Get('Ticket::StorageModule') --> Kernel::System::Ticket::ArticleStorageDB [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Ticket::CustomModule') --> Error: Config.pm No value for 'Ticket::CustomModule' in Config.pm found! Debug: Config.pm ->Get('ArticleDir') --> C:/otrs.win32/var/article Debug: Config.pm ->Get('Frontend::CommonParam') --> HASH(0x1f97cd4) Debug: Config.pm ->Get('AuthModule') --> Kernel::System::Auth::DB Debug: Config.pm ->Get('DatabaseUserTable') --> system_user2 Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule1') --> Error: Config.pm No value for 'AuthModule1' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule2') --> Error: Config.pm No value for 'AuthModule2' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule3') --> Error: Config.pm No value for 'AuthModule3' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule4') --> Error: Config.pm No value for 'AuthModule4' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule5') --> Error: Config.pm No value for 'AuthModule5' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule6') --> Error: Config.pm No value for 'AuthModule6' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule7') --> Error: Config.pm No value for 'AuthModule7' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule8') --> Error: Config.pm No value for 'AuthModule8' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule9') --> Error: Config.pm No value for 'AuthModule9' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule10') --> Error: Config.pm No value for 'AuthModule10' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LoginURL') --> Error: Config.pm No value for 'LoginURL' in Config.pm found! Debug: Config.pm ->Get('ShowMotd') --> 0 Error: Config.pm No value for 'ShowMotd' in Config.pm found! Debug: Config.pm ->Get('DefaultUsedLanguages') --> HASH(0x209eadc) [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! Debug: Config.pm ->Get('LostPassword') --> 1 Debug: Config.pm ->Get('AuthModule') --> Kernel::System::Auth::DB [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Version') --> 2.2.4 Debug: Config.pm ->Get('Version') --> 2.2.4 Debug: Config.pm ->Get('ProductName') --> OTRS Debug: Config.pm ->Get('ProductName') --> OTRS Debug: Config.pm ->Get('ProductName') --> OTRS Debug: Config.pm ->Get('ProductName') --> OTRS [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:11:51 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('WebMaxFileUpload') --> 10485760 Debug: Config.pm ->Get('CustomerPanelSessionName') --> CSID Debug: Config.pm ->Get('SessionUseCookie') --> 1 Debug: Config.pm ->Get('DefaultTheme') --> Standard Debug: Config.pm ->Get('TimeZoneUser') --> 0 Error: Config.pm No value for 'TimeZoneUser' in Config.pm found! Debug: Config.pm ->Get('DefaultUsedLanguages') --> HASH(0x1fcc1ec) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('Home') --> C:/otrs.win32 [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPre') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPre' in Config.pm found! [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPost') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPost' in Config.pm found! [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterContent') --> Error: Config.pm No value for 'Frontend::Output::FilterContent' in Config.pm found! [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('DefaultTheme::HostBased') --> Error: Config.pm No value for 'DefaultTheme::HostBased' in Config.pm found! Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('Frontend::ImagePath') --> /otrs-web/images/Standard/ Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('DatabaseDSN') --> DBI:ODBC:driver={SQL Server};Server=fleximeals-0002\sqlexpress;database=otrs;uid=otrsroot;pwd=roototrs; Debug: Config.pm ->Get('DatabaseUser') --> otrsroot Debug: Config.pm ->Get('DatabasePw') --> roototrs [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::SlowLog') --> Error: Config.pm No value for 'Database::SlowLog' in Config.pm found! Debug: Config.pm ->Get('Database::Type') --> mssql Debug: Config.pm ->Get('Database::Type') --> mssql [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::ShellOutput') --> Error: Config.pm No value for 'Database::ShellOutput' in Config.pm found! Debug: Config.pm ->Get('Database::Type') --> mssql Debug: Config.pm ->Get('Database::Type') --> mssql [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Limit') --> Error: Config.pm No value for 'Database::Limit' in Config.pm found! [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::DirectBlob') --> Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Attribute') --> Error: Config.pm No value for 'Database::Attribute' in Config.pm found! [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteSingle') --> Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteBack') --> Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Connect') --> Error: Config.pm No value for 'Database::Connect' in Config.pm found! [Thu Nov 15 17:12:16 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Encode') --> Error: Config.pm No value for 'Database::Encode' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x1fd3174) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x1fd3174) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x1fd3174) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x1fd3174) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x1fd3174) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1959aa0) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1959aa0) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1959aa0) [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser1') --> Error: Config.pm No value for 'CustomerUser1' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser2') --> Error: Config.pm No value for 'CustomerUser2' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser3') --> Error: Config.pm No value for 'CustomerUser3' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser4') --> Error: Config.pm No value for 'CustomerUser4' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser5') --> Error: Config.pm No value for 'CustomerUser5' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser6') --> Error: Config.pm No value for 'CustomerUser6' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser7') --> Error: Config.pm No value for 'CustomerUser7' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser8') --> Error: Config.pm No value for 'CustomerUser8' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser9') --> Error: Config.pm No value for 'CustomerUser9' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser10') --> Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1e8fca0) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1e8fca0) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1e8fca0) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1e8fca0) Debug: Config.pm ->Get('PublicFrontend::CommonObject') --> HASH(0x1e9799c) Debug: Config.pm ->Get('PublicFrontend::CommonParam') --> HASH(0x1e979b4) ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Nov 15 17:12:17 2007 Message: Module 'Kernel::Modules::' not found! Traceback (1408): Module: Kernel::System::Web::InterfacePublic::Run (v1.12) Line: 184 Module: C:\otrs.win32\bin\cgi-bin\public.pl (v1.3) Line: 47 [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Version') --> 2.2.4 Debug: Config.pm ->Get('Version') --> 2.2.4 Debug: Config.pm ->Get('ProductName') --> OTRS Debug: Config.pm ->Get('ProductName') --> OTRS [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Version') --> 2.2.4 Debug: Config.pm ->Get('Version') --> 2.2.4 [Thu Nov 15 17:12:17 2007] public.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('WebMaxFileUpload') --> 10485760 Debug: Config.pm ->Get('SessionName') --> Session Debug: Config.pm ->Get('SessionUseCookie') --> 1 Debug: Config.pm ->Get('DefaultTheme') --> Standard Debug: Config.pm ->Get('TimeZoneUser') --> 0 Error: Config.pm No value for 'TimeZoneUser' in Config.pm found! Debug: Config.pm ->Get('DefaultUsedLanguages') --> HASH(0x209e800) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('Home') --> C:/otrs.win32 [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPre') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPre' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterElementPost') --> Error: Config.pm No value for 'Frontend::Output::FilterElementPost' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Frontend::Output::FilterContent') --> Error: Config.pm No value for 'Frontend::Output::FilterContent' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('DefaultTheme::HostBased') --> Error: Config.pm No value for 'DefaultTheme::HostBased' in Config.pm found! Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('Frontend::ImagePath') --> /otrs-web/images/Standard/ Debug: Config.pm ->Get('TemplateDir') --> C:/otrs.win32/Kernel/Output Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('DatabaseDSN') --> DBI:ODBC:driver={SQL Server};Server=fleximeals-0002\sqlexpress;database=otrs;uid=otrsroot;pwd=roototrs; Debug: Config.pm ->Get('DatabaseUser') --> otrsroot Debug: Config.pm ->Get('DatabasePw') --> roototrs [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::SlowLog') --> Error: Config.pm No value for 'Database::SlowLog' in Config.pm found! Debug: Config.pm ->Get('Database::Type') --> mssql Debug: Config.pm ->Get('Database::Type') --> mssql [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::ShellOutput') --> Error: Config.pm No value for 'Database::ShellOutput' in Config.pm found! Debug: Config.pm ->Get('Database::Type') --> mssql Debug: Config.pm ->Get('Database::Type') --> mssql [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Limit') --> Error: Config.pm No value for 'Database::Limit' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::DirectBlob') --> Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Attribute') --> Error: Config.pm No value for 'Database::Attribute' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteSingle') --> Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteBack') --> Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Connect') --> Error: Config.pm No value for 'Database::Connect' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::Encode') --> Error: Config.pm No value for 'Database::Encode' in Config.pm found! [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('TimeZone') --> Error: Config.pm No value for 'TimeZone' in Config.pm found! Debug: Config.pm ->Get('DatabaseUserTable') --> system_user2 Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login [Thu Nov 15 17:13:05 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('SessionModule') --> Kernel::System::AuthSession::DB Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('SystemID') --> 10 Debug: Config.pm ->Get('SessionTable') --> sessions Debug: Config.pm ->Get('SessionTableID') --> session_id Debug: Config.pm ->Get('SessionTableValue') --> session_value Debug: Config.pm ->Get('Frontend::CommonObject') --> HASH(0x1f97db0) Debug: Config.pm ->Get('DatabaseUserTable') --> system_user2 Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a61c8) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a61c8) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a61c8) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a61c8) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0x20a61c8) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1f8d244) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1f8d244) Debug: Config.pm ->Get('CustomerUser') --> HASH(0x1f8d244) [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser1') --> Error: Config.pm No value for 'CustomerUser1' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser2') --> Error: Config.pm No value for 'CustomerUser2' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser3') --> Error: Config.pm No value for 'CustomerUser3' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser4') --> Error: Config.pm No value for 'CustomerUser4' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser5') --> Error: Config.pm No value for 'CustomerUser5' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser6') --> Error: Config.pm No value for 'CustomerUser6' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser7') --> Error: Config.pm No value for 'CustomerUser7' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser8') --> Error: Config.pm No value for 'CustomerUser8' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser9') --> Error: Config.pm No value for 'CustomerUser9' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('CustomerUser10') --> Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f918a4) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f918a4) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f918a4) Debug: Config.pm ->Get('CustomerCompany') --> HASH(0x1f918a4) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('SendmailModule') --> Kernel::System::Email::Sendmail Debug: Config.pm ->Get('SendmailModule::CMD') --> /usr/sbin/sendmail -i -f Debug: Config.pm ->Get('FQDN') --> yourhost.example.com Debug: Config.pm ->Get('Organization') --> Example Company Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('LoopProtectionModule') --> Kernel::System::PostMaster::LoopProtection::DB Debug: Config.pm ->Get('PostmasterMaxEmails') --> 40 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20cc968) Debug: Config.pm ->Get('Ticket::UnlockStateType') --> ARRAY(0x20cc9b0) Debug: Config.pm ->Get('Ticket::ViewableLocks') --> ARRAY(0x20cc938) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20cc968) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20cc968) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20cc968) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0x20cc968) [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Sendmail') --> Error: Config.pm No value for 'Sendmail' in Config.pm found! Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('FQDN') --> yourhost.example.com Debug: Config.pm ->Get('Organization') --> Example Company Debug: Config.pm ->Get('Ticket::NumberGenerator') --> Kernel::System::Ticket::Number::DateChecksum Debug: Config.pm ->Get('Ticket::IndexModule') --> Kernel::System::Ticket::IndexAccelerator::RuntimeDB Debug: Config.pm ->Get('Ticket::StorageModule') --> Kernel::System::Ticket::ArticleStorageDB [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('Ticket::CustomModule') --> Error: Config.pm No value for 'Ticket::CustomModule' in Config.pm found! Debug: Config.pm ->Get('ArticleDir') --> C:/otrs.win32/var/article Debug: Config.pm ->Get('Frontend::CommonParam') --> HASH(0x1f97dc8) Debug: Config.pm ->Get('AuthModule') --> Kernel::System::Auth::DB Debug: Config.pm ->Get('DatabaseUserTable') --> system_user2 Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule1') --> Error: Config.pm No value for 'AuthModule1' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule2') --> Error: Config.pm No value for 'AuthModule2' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule3') --> Error: Config.pm No value for 'AuthModule3' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule4') --> Error: Config.pm No value for 'AuthModule4' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule5') --> Error: Config.pm No value for 'AuthModule5' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule6') --> Error: Config.pm No value for 'AuthModule6' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule7') --> Error: Config.pm No value for 'AuthModule7' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule8') --> Error: Config.pm No value for 'AuthModule8' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule9') --> Error: Config.pm No value for 'AuthModule9' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('AuthModule10') --> Error: Config.pm No value for 'AuthModule10' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LoginURL') --> Error: Config.pm No value for 'LoginURL' in Config.pm found! Debug: Config.pm ->Get('ShowMotd') --> 0 Error: Config.pm No value for 'ShowMotd' in Config.pm found! Debug: Config.pm ->Get('DefaultUsedLanguages') --> HASH(0x209e800) [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032, <PRODUCT> line 4. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! Debug: Config.pm ->Get('LostPassword') --> 1 Debug: Config.pm ->Get('AuthModule') --> Kernel::System::Auth::DB [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Product') --> OTRS Debug: Config.pm ->Get('Version') --> 2.2.4 Debug: Config.pm ->Get('Version') --> 2.2.4 Debug: Config.pm ->Get('ProductName') --> OTRS Debug: Config.pm ->Get('ProductName') --> OTRS Debug: Config.pm ->Get('ProductName') --> OTRS Debug: Config.pm ->Get('ProductName') --> OTRS [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! [Thu Nov 15 17:13:06 2007] index.pl: Use of uninitialized value in concatenation (.) or string at C:/otrs.win32/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2032. Debug: Config.pm ->Get('LanguageDebug') --> Error: Config.pm No value for 'LanguageDebug' in Config.pm found! # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # MSSQL database settings $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Server=fleximeals-0002\\sqlexpress;database=otrs;uid=otrsroot;pwd=roototrs;"; $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseUserTable} = 'system_user2'; $Self->{DatabaseUser} = 'otrsroot'; $Self->{DatabasePw} = 'roototrs'; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = 'C:/otrs.win32'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/otrs.win32/var/log/otrs.log'; $Self->{Debug} = 5; # $DIBI$ #$Self->{'AuthModule'} = # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1;

3 7

FQDN settings after the fact
by DataForce CRM 19 Nov '07

19 Nov '07

Hi, I foolishly set up OTRS before editing etc/hosts correctly. OTRS has read the server IP so now I can only get to OTRS using http://xx.xxx.xx.xx/otrs/customer.pl How do I fix this? I have tried to add lines to Config.pm but it dont take. thanks, JR

1 0

Pulling emails from Active Directory
by Andrew Meyer 19 Nov '07

19 Nov '07

Is there a way to pull emails from Active Directory, and just dump the emails into OTRS one time? Or maybe I need to set it up to pull from AD all the time. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Saint Louis, MO 63139

2 1

RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
by Andy Lubel 19 Nov '07

19 Nov '07

1) Create an LDAP db with your "contacts", why wouldn't that work? 2) Huh? -Andy Lubel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Julien CHAMPSEIX Sent: Sunday, November 18, 2007 2:24 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Any body have any idea about my request ? Kinds Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : vendredi 16 novembre 2007 10:49 À : otrs(a)otrs.org Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Importance : Haute Hello Everybody, I have 2 request for the OTRS community : 1) I would know how it's possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

2 1

Help with Error Need TicketID!
by FEREY Jean-Louis 19 Nov '07

19 Nov '07

Hello, I'm trying to configure OTRS for my usage (creating customer companies, customer users, queues, etc ..). I was writing some tickets to understand queues managing when suddenly I have this message when I try to creat a new ticket: ERROR: OTRS-CGI-99 Perl: 5.8.5 OS: linux Time: Mon Nov 19 16:07:38 2007 Message: Need TicketID! Traceback (3327): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 Is there someone who know how to deal with this error ? Thanks in advance. _____________________________________________________________________________ Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail

1 0

RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
by Julien CHAMPSEIX 18 Nov '07

18 Nov '07

Any body have any idea about my request ? Kinds Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : vendredi 16 novembre 2007 10:49 À : otrs(a)otrs.org Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Importance : Haute Hello Everybody, I have 2 request for the OTRS community : 1) I would know how its possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

1 0

chat software integrated to OTRS
by TT 18 Nov '07

18 Nov '07

Hi Community, We are the developer team of BeHelper, an Instant Assistance software, best known as "chat". We are users of OTRS and some times we have seen messages asking for a chat software integrated to OTRS. Last months we have been working on it, so we are pleased to announce the first version that will be launched next Monday November 12, 2007. We have named BeHelper TT (troule ticket) to this version. If you want to receive additional info from BeHelper TT or when the demo is online just email us to advance(a)behelper.org. We plan to grow the BeHelper-OTRS integration, so all suggestions are well received. BeHelper TT will be sold to $24 usd yearly as a hosted solution. Best Regards, BeHelper Developer Team

2 1

remove system messages in history in ticket view
by Samphan Raruenrom 18 Nov '07

18 Nov '07

Below, you can see the "system (email-external)" and "system (email-notification-ext)" entries in the ticket history. I found this confusing for the customers. I try to turn them off. So that the tree show only customer's and agent's messages and not the system's messages. But I still want to receive the notification emails. I can't find any way to configure this. Any idea? Zoom Ticket : 1000172 Age: 6 minutes Print Created: 10/15/2007 |--> customer (webrequest) 10/15/2007 15:41:52 |-->customer (webrequest) 10/15/2007 15:42:37 |-->system (email-external) 10/15/2007 15:42:37 |-->>> system (email-notification-ext) 10/15/2007 15:42:39 ------------------------------ From: Callcenter OpenOffice.org To: somebody(a)somewhere.com Subject: Re: [Ticket 1000172] New State "open"! *** THIS IS JUST A NOTE *** -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

1 1

Agent notification
by Cristiano Marchettini 16 Nov '07

16 Nov '07

Hi, I'm using OTRS 2.2.3 in my company, but I have a problem with agent notification of new tickets. If I open a phone or email request, a mail is sent to all the agents, but if a customer opens a request from the customer.pl web page the email is not sent. Unfortunately, in this way we have to continuously check the main page to see if there are new requests. Is it possible to enable the notification also for that kind of tickets? I tried searching something on Google, but didn't find anything. Thanks for your help, Cristiano Marchettini -- A Bus-station is where the bus stops. A Train-station is where the train stops. On my desk I have a Work-station...

4 6

Re: [otrs] Counting responses used
by Tabitha Stang 16 Nov '07

16 Nov '07

Hi Gabriele, Thanks so much for your reply! I actually do mean "response", like in the table standard_response. Basically I want to count how many times we've used each standard_response (by standard response name) in all of the e-mails we've ever sent externally. Unfortunately all attempts I've made to link the name of the standard response to outgoing messages have failed. If there is any further help you can provide, I would be so very grateful! Thanks! Tabitha Date: Mon, 12 Nov 2007 19:37:17 +0100 From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> Subject: Re: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <013901c8255b$0dc9a6b0$8e04a8c0@nettezza> Content-Type: text/plain; format=flowed; charset="iso-8859-1"; reply-type=original I think you mean the artcile type: in table ARTICLE , the filed ARTICLE_TYPE_ID refers to the table ARTICLE_TYPE, where are stored the article names (e.g. email-external, which is the article type you are looking for, is referred to ID 1) Always refer to the database structure published in ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png Bye Gabriele ----- Original Message ----- From: "Tabitha Stang" <stang(a)cleverbridge.com> To: <otrs(a)otrs.org> Sent: Thursday, November 08, 2007 11:45 AM Subject: Re: [otrs] Counting responses used > Hi Gabriele, > > Thanks so much for this! > > Unfortunately it doesn't seem possible to actually find out the name of > the > response used for an article sent by an agent, or am I somehow > misunderstanding the tables? > > Thanks again! > Tabitha > > ============================================= > > Date: Wed, 7 Nov 2007 14:56:42 +0100 > From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> > Subject: Re: [otrs] Counting responses used > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > > You have got to query the database directly to do this. > First you got to understand the database structure > Take a look at > ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png > > As a quick suggestion, you could point attention to the article table: > here > you find the different notes, replies etc. that compose a ticket, in the > same table, the a_to filed contains the addressee of your replies. > > Hope this helps > Gabriele > ----- Original Message ----- > From: Tabitha Stang > To: 'User questions and discussions about OTRS.org' > Sent: Wednesday, November 07, 2007 2:11 PM > Subject: [otrs] Counting responses used > > > Hi, > > > > My company would like to see how many incoming contacts we answer with > each of our responses. > > > > I don't see this possibility under "Stats" or "Search". > > > > Does anyone have a solution or a good workaround for this? > > > > Thanks so much! > > Tabitha Stang > > > > > > ---------------------------------------------------------------------------- > -- > > > _______________________________________________ > 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/ >

4 3

RE: [otrs] Manual OTRS Installation on Win32
by Dan King 16 Nov '07

16 Nov '07

Hey Harry, I don't have any instructions on how to do this. I had similar questions to this list sent a while back but no one replied. Your best bet is to extract the source from the Windows installation and then follow the instructions for Linux. Some won't be too helpful but I am sure it can prove to be a good starting ground. You will need to install perl, cronw (unless you have other options already on the server), the required perl modules and mod_perl for apache, the last option there is a way to compile mod_perl when apache has already been installed. I think a good way around this would be to install OTRS on a desktop and look how it lays out the directories and configuration files. Sorry I can't be any more help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Harry Cruz Sent: November 12, 2007 7:31 AM To: User questions and discussions about OTRS.org Subject: [otrs] Manual OTRS Installation on Win32 Hello, you all! Do you know where I could get some detailed information on how to install OTRS in a already running server. I've initially installed on a test server, using a Debian distro. But now the system must go into production to a windows 2003 server, which has got its own apache2, supporting Subversion . I'd like to get OTRS running without getting into trouble with my CIO. Any help is appreciated, Harry Cruz

4 3

Can I have a default queue selected when creating a phone ticket from the agent frontend?
by Dan King 16 Nov '07

16 Nov '07

Can I have a default queue selected when creating a phone ticket from the agent front-end? Thanks, Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

1 0

Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 16 Nov '07

16 Nov '07

Je serai absent(e) à partir du 16/11/2007 de retour le 18/12/2007. Bonjour, Je suis actuellement en déplacement serai de retour le 18/12/07 à mon bureau. Je consulterai cependant mes mails journalièrement. Mais Pour toute question technique urgente, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres éléments, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 17/12/07. However I will check my emails every day. But for all urgent technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For any other request, please contact Alice Avila: +33 4 76 60 54 05

1 0

Upgrading the FAQ module.
by Emily Flynn 16 Nov '07

16 Nov '07

Hi guys, I'm trying to upgrade our OTRS from 2.1.7 to 2.2.3. I've been following the instructions in this article: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=191> &ItemID=191 However, when I try to restore the database, it fails and I can see that it is the installed FAQ module causing problems. Is there a special way to handle the upgrade with FAQ installed? I do have some attachments in certain FAQ articles, would getting rid of these help? They'd probably still be referenced in the database anyway. I would really appreciate any suggestions, as it is imperative I get the system upgraded! Thanks Kind Regards Emily

1 0

Address book on OTRS 2.2.4+link FAQ to Ticket
by Julien CHAMPSEIX 16 Nov '07

16 Nov '07

Hello Everybody, I have 2 request for the OTRS community : 1) I would know how it's possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

1 0

OTRS Installation
by Brighton Buruuru 16 Nov '07

16 Nov '07

Hi guys, I am trying to install OTRS 2.2.4 but then I am getting this error message Warning: Kernel/Config.pm isn't writable! Comment: If you want to use the installer, set the Kernel/Config.pm writable for the werserver user! Can't open /opt/otrs/Kernel/Config.pm: Permission denied Please help me solve this problem, this is my Config.pm file permissions in otrs -rwxrwxrwx 1 apache nogroup 3900 Nov 16 10:03 Config.pm Also my webserver is running as user apache in httpd.conf Regards, Brighton

1 0

Phantom Ticket reopening
by Keith Turner 16 Nov '07

16 Nov '07

We are using otrs on a windows 2003 server version 2.0.3 and MySQL. Starting yesterday, an agent reports that every time she closes a ticket it reopens itself with the message: "The state of your ticket "20071100510000038" has been changed by "Admin OTRS" to "open". We have not change anything on the system and the agent is one of the primary long time users - Suggestions welcome Keith

2 1

Problems with emailing from fresh install of OTRS 2.2.4
by Eric Leung 15 Nov '07

15 Nov '07

Hello We had been using OTRS 1.3.2 for a long time and decided to go to 2.2. I installed it on another Linux machine, went through the config, set up a few users, queues and answers like our 1.3.2 setup. When I open the sample ticket that comes with a fresh OTRS install and try to respond via email, I get the following: ----------------------- Software error: Unrecognised line: OTRS Feedback <feedback(a)otrs.org> at ../..//Kernel/Modules/AgentTicketCompose.pm line 587 For help, please send mail to the webmaster (webadmin(a)orgear.com) giving this error message and the time and date of the error. ------------------------ I get a similar error when just trying to create a new email ticket: -------------------------- Software error: Unrecognised line: otrs(a)orgear.com at ../..//Kernel/Output/HTML/ArticleComposeSign.pm line 54 For help, please send mail to the webmaster (webadmin(a)orgear.com) giving this error message and the time and date of the error. ---------------------------- Where could the trouble be? -- Eric

1 0

Attachments are broken after downloads
by Sándor Fehér 15 Nov '07

15 Nov '07

Hi, I have an urgent issue. It's unable to download attachments bigger than 3 Mb. If I click on the attachment link ie show the download size as 3 Mb and downloads this as a 3 Mb instead of the original size. TicketZoom shows it's size correctly. Due to this problem I unable to access some important files. ArticleStorage backend is DB. DB is Oracle 10g. In article_attachments table show also the correct size in content_size column. Thanks a lot. Regards., Sandor -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

2 6

documentation for agents or admins setting up for agents?
by Ted Ernst 15 Nov '07

15 Nov '07

I have an OTRS setup, and it's working great. Very basic. I now want to add a group or a queue or something, so that certain kinds of requests can go to certain people. Where can I find documentation for how this workflow should work? The admin manual is great, but doesn't really address workflow, or why I'd make certain decisions, and doesn't help me from the agent side at all. Help? peace, ted -- http://AboutUs.org/TedErnst +1 312 371 6625

1 0

Display message time at AgentTicketQueue
by Sándor Fehér 15 Nov '07

15 Nov '07

Hi, Is it possible to display the last time and date when a new message received to a ticket at display ticket queue screen ? I have dig the parameters but did not found anything like that. Thank you. Regards., Sandor

1 0

Change company name and logo
by DataForce CRM 15 Nov '07

15 Nov '07

Where is the config item to change the company name in customer and faq.pl? and please explain that "do not edit Default.pm" which file should be edited? Config.pm Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

2 3

User manual
by Anders Karlin 15 Nov '07

15 Nov '07

Is there some kind of usermanual where you can read how to use the system? The admin manual only helps the admin to setup the system, not to use it.

2 5

RE: [otrs] RE: Counting responses used
by Tabitha Stang 15 Nov '07

15 Nov '07

Dear Peter, Thanks for the confirmation. Hopefully in one of the new versions this will become possible. Greetings from Cologne, Tabitha Date: Thu, 15 Nov 2007 11:50:37 +0100 From: "Peter van Beugen" <Peter(a)tda.nl> Subject: RE: [otrs] RE: Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DB4FBB8124EABD4480F83EF09D501B7F018C613B(a)srv-exchange.tda.nl> Content-Type: text/plain; charset="iso-8859-1" Hi Tabitha, Unfortunatly this is not possible I would love this feature too There are some pretty good changens made to the FAQ module recently, which I have not been able to test all the way But OTRS doesn't "count" the used response so far, but only copies its content in the email response It should not be too hard to implement, but it is not there at the moment Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org namens Tabitha Stang Verzonden: do 15-11-2007 10:48 Aan: otrs(a)otrs.org Onderwerp: [otrs] RE: Counting responses used Hi Peter, Thanks very much for your reply! Unfortunately something seems to be wrong and I got no text other than a link. Could you please resend your message? Thanks again! Tabitha Message: 2 Date: Wed, 14 Nov 2007 17:21:59 +0100 From: "Peter van Beugen" <Peter(a)tda.nl> Subject: RE: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DB4FBB8124EABD4480F83EF09D501B7F01E4D4CD(a)srv-exchange.tda.nl> Content-Type: text/plain; charset="us-ascii" Skipped content of type multipart/alternative-------------- next part -------------- A non-text attachment was scrubbed... Name: Peter van Beugen.vcf Type: text/x-vcard Size: 5157 bytes Desc: Peter van Beugen.vcf Url : http://lists.otrs.org/pipermail/otrs/attachments/20071114/36ff3699/PetervanB eugen.bin ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 52, Issue 41 ************************************ _______________________________________________ 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/

1 0

Internal Tickets: Agents should occasionally act as customers, too
by Thomas Piendl 15 Nov '07

15 Nov '07

Hi there, We would like to offer our agents the opportunity to act as customers, too. So, when they act as customers they would do it on customer.pl web interface. How could we achieve, that our agents could use one userlogin/pwd for both sides, agent interface and customer.pl? Is there a way to force customer.pl to use the agent user DB as authentification backend? We use OTRS 2.2.4 on RHEL with PostgreSQL. As authentification backend for autentification of customers and agents we use the internal DB of OTRS. With kind regards: Thomas

1 0

RE: Counting responses used
by Tabitha Stang 15 Nov '07

15 Nov '07

Hi Peter, Thanks very much for your reply! Unfortunately something seems to be wrong and I got no text other than a link. Could you please resend your message? Thanks again! Tabitha Message: 2 Date: Wed, 14 Nov 2007 17:21:59 +0100 From: "Peter van Beugen" <Peter(a)tda.nl> Subject: RE: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DB4FBB8124EABD4480F83EF09D501B7F01E4D4CD(a)srv-exchange.tda.nl> Content-Type: text/plain; charset="us-ascii" Skipped content of type multipart/alternative-------------- next part -------------- A non-text attachment was scrubbed... Name: Peter van Beugen.vcf Type: text/x-vcard Size: 5157 bytes Desc: Peter van Beugen.vcf Url : http://lists.otrs.org/pipermail/otrs/attachments/20071114/36ff3699/PetervanB eugen.bin ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 52, Issue 41 ************************************

2 1

Configuring System Auth LDAP after install
by Michael Mansour 15 Nov '07

15 Nov '07

Hi, I installed OTRS a couple of weeks ago using it's internal MySQL authentication. I've just been asked to change this to use the Windows 2003 AD server (via LDAP I assume). I currently only have two user accounts (other than root@localhost) in OTRS. I've looked through OTRS documents but can't really find how to now change from the MySQL auth to LDAP auth. I also don't want to re-install OTRS. Can someone point me in the right direction for where I can find howto's or wiki information about how to "convert" from mysql auth to Windows AD auth (via LDAP). Thanks. Michael.

1 0

critical issue
by Mujtaba Karim 14 Nov '07

14 Nov '07

HI I need the following update for OTRS The attachments which I receive can I have their size extended? Also my question with this is that when I download attachment there is no extension of the file and I don't know if it's a video or a text. Second issue is I need to change the priority system right now 4 is being high what I need is a reverse as in 4 being low and 1 being high how do I do that ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

2 1

Question about emails from agents
by Ignacio Sbampato 14 Nov '07

14 Nov '07

Hi guys, this is my first email to the list, and i'll really appreciate your help. We've been using OTRS for some time for internal help desk, and i want to know if it's possible to make the system recognize when an email is coming from an agent, so this one doesn't has to login to the system and that way we can answer tickets from our email client. Is that or something similar possible with OTRS? Could you tell me why? We tried some different setups, but any email that's sent to the email address associated to OTRS is recognized as from the customer, no matter which is the sender address. Thanks in advance! Ignacio

2 3

Creating a new user agent (Postgres, Mac OSX)
by Manoj Patwardhan 14 Nov '07

14 Nov '07

I downloaded OTRS 2.2.3 to install on Mac OS 10.5 (Leopard) and want to use Postgres as the back end. I followed instructions and was able to eventually log in as root@localhost and create groups and roles. However, when I try to create a new user agent, nothing happens. I looked at the Apache (2.2) error log and the message I see is the following: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: darwin Time: Sun Nov 4 09:22:10 2007, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Message: Need UserID!, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Traceback (858): , referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] Module: / Users/manoj/exp/httproot/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47, referer: http://expsupport/otrs/index.pl?Action=AdminUser [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer: http://expsupport/otrs/index.pl?Action=AdminUser Any ideas what might be going on? I get a similar log when I try to create a new customer account (using customer.pl). Thanks! -- Manoj Patwardhan

2 15

Can otrs capture an incoming email and create a queue item?
by DataForce CRM 14 Nov '07

14 Nov '07

I am a newby but learn fast. the email section is confusing .how do I set up an the tool to capture emails? meaning our customers send an email to support(a)dataforcecrm.com and the email causes a record in OTRS? I control the company mailserver. -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation support(a)dataforcecrm.com

3 2

error Module KernelModules not found
by DataForce CRM 14 Nov '07

14 Nov '07

hi got otrs loaded fine except for the faq and public.pl please tell me how tofix. thnks Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 28 22:35:33 2007 Message: Module 'Kernel::Modules::' not found! Traceback (6454): Module: Kernel::System::Web::InterfacePublic::Run (v1.12) Line: 184 Module: /opt/otrs/bin/cgi-bin/public.pl (v1.3) Line: 47 -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation support(a)dataforcecrm.com

2 1

Custom Reporting
by Marc Hultquist 14 Nov '07

14 Nov '07

Does anyone know how I can write some custom reports for OTRS, we have implemented it here at work, and I must say I am highly impressed with it so far, I just need to write some custom reports for the management staff, does anyone know of a document that I could look at or a website tut or something along those lines ? Kind Regards -- Marc Hultquist Network Administrator Destiny Electronic Commerce (Pty) Ltd Tel: +27 11 695 5500 Fax: +27 11 312 1246 E-Mail: marc(a)e-destiny.co.za Web: http://www.e-destiny.co.za "Perfection is achieved, not when there is nothing more to add, but when there is nothing left to take away !"

1 0

Assigning customers to companies via ldap
by Baker, Greg 14 Nov '07

14 Nov '07

Is there any way to use ldap to assign customers to companies? We have many departments and our active directory is organized according to these departments. I am hoping to use this ldap organization to automatically assign customers to companies in otrs. Has anyone figured out how to do this yet? Thanks. Greg

3 5

How is logo changed on Customer.pl?
by DataForce CRM 14 Nov '07

14 Nov '07

-- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation support(a)dataforcecrm.com

2 1

Time Related Problem
by vimal pillai 14 Nov '07

14 Nov '07

Hi, Iam new to OTRS.I have installed and configured OTRS windows version. Our OTRS have Customerusers from our country as well as from our office in the second country.OTRS is installed in first country.Two countries have a time differnce of more than 4 hour.The problem for me is that if a complaint is posted from the second country, and when the agent in the first country looks at the ticket,the ticket creation time is displayed in first countrys time ,where agent works.For me the ticket's time need to be displayed in second countrys time where customer user works. Time taken for all the following proceudres should be calculated based on customerusers country's time.How can i solve this.Also i there any variables or useable options from where i can get the ticket resolution time.

1 0

Costumize PDF output
by Kulcsar, Stefan 14 Nov '07

14 Nov '07

Hi, is it possible to customize the PDF output of the generated PDF files? I want to get rid of the gray background or to set it to a different color. OTRS Version: 2.2.3 -- Stefan

1 0

new user question about users, queues, groups, and roles
by James Whitwell 14 Nov '07

14 Nov '07

Hi, We've just started using OTRS for managing our customer-facing email addresses, and I'm having a bit of trouble getting my head around how best to set up our queues, groups, users, roles, etc to suit our needs. We have two levels of customer service people, reps and managers, and two sets of queues for them (call them "support" for the cs reps, and "escalations" for tickets that should be escalated to managers). We'd like to set up the "support" queue so that cs reps can read and answer emails, and create new tickets, and set the "escalations" queue so that reps can move tickets into it, but otherwise have no access (including read). Managers should have full r/w access to both queues. The way I tried to do it was to have two groups, "reps" and "managers". The "support" queue is owned by the "reps" group, and the "escalations" queue is owned by the "managers" group. Users who are reps have ro and create permission in "reps", and "move_into" permission in "managers", and users who are managers have rw for both groups. After I'd done this, however, reps couldn't see any tickets in the support queue until I gave them rw access to the reps group, and they couldn't move any tickets into the escalations group at all. So I think I've followed a logical path to configure things, but it's not working, so is there anything obviously wrong with my setup? Thanks for any help, James.

2 1

Backup and Restore - OTRS running on FreeBSD
by Swearsky, Robert 13 Nov '07

13 Nov '07

The instructions on the OTRS website provides Linux commands for Backup and Restoring Application and Data files. Could anyone provide the instructions on the FreeBSD platform? Thanks Bob Please be advised that no quotes, agreements or understandings involving Schuco will be binding unless and until codified in a written document signed by an officer of the company. The information transmitted by this email is intended only for the use of the addressee(s) and may contain confidential and/or privileged information. Any interception, review, retransmission, dissemination, or other use of, or taking any action upon this information by persons or entities other than the intended recipient(s) is prohibited by law and may subject them to criminal or civil liability. If you have received this communication in error, please contact us immediately at 877-472-4826 and delete the message from any computer or other storage system.

2 2

Chat integrated to OTRS launched
by TT 13 Nov '07

13 Nov '07

Hi all, We are pleased to announce the launching of BeHelper TT, a chat software integrated with OTRS. Please visit www.behelper.org Thanks a lot

1 0

Empty message body
by Dimitrios Gerasimatos 13 Nov '07

13 Nov '07

Hello all! I have a question which has been answered on this list, but not since 2004. Is there a way to disable the check that a message must have a body? Yes, I know that I can edit the code in Kernel/Output/HTML/Standard, but back in 2004 there were only 2 files to edit. Now there are 17! Is this really the best way to configure this or is there a configuration parameter that I'm missing somewhere? A lot of times we just want to close a ticket (for instance when someone replies to an already closed ticket with thanks and reopens it) and it's a bother to have to type something in the body. IMO, the software shouldn't care if I have a message body or not. A configuration parameter for this, if one doesn't already exist, would be great! Dimitri -- Dimitrios Gerasimatos dimitrios.gerasimatos(a)jpl.nasa.gov Section 343 Jet Propulsion Laboratory 4800 Oak Grove Dr. Mail Stop 264-820, Pasadena, CA 91109 Voice: 818.354.4910 FAX: 818.393.7413 Cell: 818.726.8617

1 0

How to Hide Ticket Number in E-mail Subject
by Harry Cruz 13 Nov '07

13 Nov '07

Hello, you all! I'd like to know if there's a way to hide the ticket number from the customer. I've been facing some problems here. The customers sometime delete OTRS messages because they think it's some kind of virus! :P [Ticket#1010015550145]. Is there a way to avoid it? For example attaching the ticket number in a specific header within the response.... Any help is appreciated. Harry Cruz

2 2

Company tickets
by Wood, Mark 12 Nov '07

12 Nov '07

All, I am getting ready to roll out OTRS as a company wide IT ticketing solution. I have it set up successfully for all 150 users being authenticated via LDAP to Active Directory. I would like to enable Company Tickets view from the customer login so each user can see all 150 other users in the queue. I have viewed the documentation on creating additional customer ids for each additional customer. But that seems terribly inefficient to add all 150 users to each AD user. Any help on this? Thanks, Mark Wood IT Systems Architect woodm(a)osborn-barr.com (314) 746-1994 DIRECT OSBORN & BARR COMMUNICATIONS U.S : ST. LOUIS * DES MOINES * KANSAS CITY CANADA : GUELPH * WINNIPEG One North Brentwood Eighth Floor St. Louis, Missouri 63105 (888) BELIEF-2, (314) 726-3429 FAX www.osborn-barr.com We create belief(r)

1 0

Fwd: can not login in after install
by DataForce CRM 12 Nov '07

12 Nov '07

Ubuntu gutsy Mysql I have reinstalled and still get this error. I have installed on Ubuntu Gutsy server and went thru the installer.pl. I am then told to login using root@localhost as url. When I click on the given url I get an error. that says otrs@localhost password no. i do not get a login screen this error is caused by clicking on the url in the last page of the installer.pl form. Please advise if you can. JR final page of installer.pl: Start page: http://support.dataforcecrm.com/otrs/index.pl User: root@localhost Password: root Have a lot of fun! Your OTRS Team Error on clicking on above url. [ OTRS ] Sat Nov 10 12:18:40 2007 Error: Access denied for user 'otrs'@'localhost' (using password: NO) Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Sat Nov 10 12:18:40 2007 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (4190): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation support(a)dataforcecrm.com

4 4

two problems with LDAP authentication
by Daniele 12 Nov '07

12 Nov '07

I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server. I didn't change the db. I am still using the previous installation mySQL db. Today, if I use internal DB authentication I can get inside my OTRS as admin and all is fine. But, if I change my kernel/config.pm to use LDAP authentication, I get the following two problems. 1st. I no longer can get in as DB admin, I MUST use a different admin account from MS AD. 2nd. I no longer can get/see the edit field to enter user names on the left side of the [ User Management ] area of the admin > [ User ] section Can someone help me, please? Thank you in advance. Daniele

3 9

Lock conditions
by Kalkhoven Julien 12 Nov '07

12 Nov '07

Hi, What are the conditions that do a ticket to be locked? Best regards / Cordialement, Julien KALKHOVEN QuantHouse Customer Care Tél: 01 55 07 24 16 msn: jkalkhoven(a)hotmail.fr

2 1

Re: [otrs] Counting responses used
by Tabitha Stang 12 Nov '07

12 Nov '07

Hi Gabriele, Thanks so much for this! Unfortunately it doesn't seem possible to actually find out the name of the response used for an article sent by an agent, or am I somehow misunderstanding the tables? Thanks again! Tabitha ============================================= Date: Wed, 7 Nov 2007 14:56:42 +0100 From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> Subject: Re: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> You have got to query the database directly to do this. First you got to understand the database structure Take a look at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png As a quick suggestion, you could point attention to the article table: here you find the different notes, replies etc. that compose a ticket, in the same table, the a_to filed contains the addressee of your replies. Hope this helps Gabriele ----- Original Message ----- From: Tabitha Stang To: 'User questions and discussions about OTRS.org' Sent: Wednesday, November 07, 2007 2:11 PM Subject: [otrs] Counting responses used Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under "Stats" or "Search". Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang ---------------------------------------------------------------------------- -- _______________________________________________ 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/

2 1

Manual OTRS Installation on Win32
by Harry Cruz 12 Nov '07

12 Nov '07

Hello, you all! Do you know where I could get some detailed information on how to install OTRS in a already running server. I've initially installed on a test server, using a Debian distro. But now the system must go into production to a windows 2003 server, which has got its own apache2, supporting Subversion . I'd like to get OTRS running without getting into trouble with my CIO. Any help is appreciated, Harry Cruz

1 0

Localization again
by Andrej Šimko 12 Nov '07

12 Nov '07

Hello everybody Auto Response Management doesn't reflect language alteration. (E.g. when current language is changed in Preferences, Auto Response messages remain the same). In case of multinational communication that fact is not too reasonable matter. Does exist possibility of the Auto Response Management localization? And my second question is if there is a possibility for Customer interface to add "-" to listbox for status types, and how can I do it. Thank you very much. Andy

1 0

Subfields in OTRS
by Simon Adams 09 Nov '07

09 Nov '07

Hi chaps, I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main issue at the moment is regarding, what I would call, subfields. What I've done is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as 'SubTicketType'. For example, for an IT helpdesk for a company, you might have TicketTypes 'Network Connectivity' and 'Printer Support'. Now, you would obviously want the SubTicketTypes to be dependant on what is selected for TicketType. Is there any way to get OTRS to filter what is show in the TicketFreeText2 input box dependant on whats in TicketFreeText1? Ideally I would also then like to add 'FaultType' that is dependant on 'SubTicketType' and 'SubFaultType', which is dependant on 'FaultType'. So: TicketType --> SubTicketType --> FaultType --> SubFaultType Many thanks in advance, Simon Adams Parallel - Third time winner of Network Professional of the Year ************************************************************************ ********* Privileged/Confidential Information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer do not consent to Internet email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of Parallel shall be understood as neither given nor endorsed by it. Unless agreed otherwise by way of a signed agreement, any business conducted by Parallel shall be subject to its Standard Terms and Conditions, which are available upon request. ************************************************************************ ********

3 2

Mail loop caused by corrupted agent address
by Obee, Daniel 09 Nov '07

09 Nov '07

Hi all. As described in http://bugs.otrs.org/show_bug.cgi?id=2488, a corrupt agent mail address causes a huge mail loop. The mailer demon reply is interpreted as followup mail and triggers a new notification to the agent. There should be a tool that recognizes failed sends to agents and prevent the system of sending any more mails. Meanwhile we really do need a proper workaround (PostMaster Filter?) since the problem causes critical impact on the system. Any ideas? Can't imagine I'm the only one who encountered that struggle... Viele Grüße/Best wishes Daniel Obée Project Manager CS/Service Development Jamba! GmbH

1 0

Survey module : is there some manual, howto or informations somewhere about it ?
by Laurent Minost 09 Nov '07

09 Nov '07

Hi, I think all is in the subject :) How do we use this module please ? I have it installed on my OTRS 2.2.3 but don't know how to clearly and precisely use it. It could be useful but searching otrs.org/mailing list archives and Google did not lead me to any clear documentations, howto or informations about it :( So if someone use it or if any OTRS dev could paste us a little how-to here or do a FAQ article, I think it will help a few people by now and in the future. Thanks by advance. Best regards, Laurent MINOST

2 4

Add Button To menu
by Dave Wojciechowski 08 Nov '07

08 Nov '07

Does anyone know the best way to add a button to the top row of the menu that would open a new window to a link? Thanks I'm Wojo ________________________________

4 4

Default queue for phone and email tickets
by Dan King 08 Nov '07

08 Nov '07

I want to set a default queue when an agent is creating a new phone and email ticket. I have found the setting Frontend::Agent::Ticket::ViewPhoneNew <http://192.168.168.127/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&S…> in sysconfig and set it to the appropriate queue but when an agent goes to a new phone ticket nothing is selected in the drop down box for the queue. I also can't find the appropriate setting in sysconfig to set the default queue when an agent is creating a new email ticket. Thanks for any help offered. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

1 0

Installing on a shared hosted server
by Nishen Naidu 08 Nov '07

08 Nov '07

Hi, Is it possible to install OTRS on a shared hosted server where there is no access to the terminal(command line)? If so, are there any instructions on how to do it? Thanks Nishen

6 9

Anyone using CGIWRAP/SUEXEC/?? with OTRS
by Tuc at T-B-O-H.NET 08 Nov '07

08 Nov '07

Hi, I was wondering if anyone is using : CGIWRAP SUEXEC Some other cgi security wrapper with OTRS. Please reply offlist, and then I'll summarize. Thanks, Tuc

2 3

OTRS theming
by Sérgio Araújo 08 Nov '07

08 Nov '07

Hi, > Message: 1 > Date: Wed, 07 Nov 2007 14:00:11 -0500 > From: Andy Lubel <andy.lubel(a)gtsi.com> > Subject: Re: [otrs] Installing on a shared hosted server > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <C357756B.B080%andy.lubel(a)gtsi.com> > Content-Type: text/plain; charset="US-ASCII" > > I have yet to meet a *NIX that has them the first time I run > otrs.checkModules but I admit, I don't play much with the commercial > distros. I have also never installed OTRS any other way than the source > install :) > > What hosting company using shared virtual servers OR OS distribution just > has the needed perl modules already installed? That interests me because a > lot of times I need to stand otrs up for little demos. > > I do agree on the mod_perl thing, never needed it and we have over 200,000 > tickets right now in our production system. 50 agents and over 900 unique > customers. > > -Andy > > PS - Richard, I really like the way you made OTRS look in your screenshots! > http://besite.nl/pagina/webapplicaties/email-response-management.html > We can talk offline about possibly theming our OTRS :) We're very interested too, please contact me directly. Regards, -- Sérgio Araújo 3GNTW - Tecnologias de Informação, Lda <sergio(a)3gnt.net> SIP: sergio(a)3gnt.net GSM: +351 914 257 547 Fax: +351 252 377 116 Ignorance more frequently begets confidence than does knowledge. Darwin, C. (1871). The descent of man.

1 0

Ticket SMS Notifications- possible?
by B Z 08 Nov '07

08 Nov '07

I'm trying to implement SMS (Text Message) Notifications when tickets arrive in a specific queue or are of a specific priority level. Is this functionality available in OTRS 2.2? I've looked through the documentation and on google but I have yet to find anyone who has either done this or explains how it can be done. As always, your help is greatly appreciated! - Brian Zitzow _________________________________________________________________ Peek-a-boo FREE Tricks & Treats for You! http://www.reallivemoms.com?ocid=TXT_TAGHM&loc=us

2 1

OTRS Notification Master Q? - pop3?
by B Z 07 Nov '07

07 Nov '07

Is there a way to to change the email address that OTRS uses to notify when tickets are submitted? Preferably to use a pop3 mail address and settings? for example, when a new ticket arrives, I am notified (it appears) by otrs@localhost but I would like to be notified by otrs(a)domain.com I hope my question makes sense within the context and functionality of OTRS and I appreciate your help! Thank you! Brian Zitzow _________________________________________________________________ Climb to the top of the charts! Play Star Shuffle: the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_wlmailtextlink_oct

3 2

RE: otrs Digest, Vol 51, Issue 64
by Mujtaba Karim 07 Nov '07

07 Nov '07

Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 31, 2007 5:00 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Let OTRS mail external notify (henry(a)gamerzday.nl) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) ---------------------------------------------------------------------- Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: henry(a)gamerzday.nl Subject: [otrs] Let OTRS mail external notify To: otrs(a)otrs.org Message-ID: <20071030135034.6c09e171(a)gamerzday.nl> Content-Type: text/plain; charset="us-ascii" Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry,

3 4

Prevent Wrapping of URLs in Tickets Created By Emailing
by Brett Davis 07 Nov '07

07 Nov '07

Hello, Is there any way to make it so that URLs that my customers/users email in to create tickets do not get wrapped to a new line? I understand and can deal with the line wrapping in the emailed "<snip>" notification that there is a new ticket as below but the links that are in the ticket within the agent interface are also being wrapped which makes them unusable without piecing them back together. If I create tickets using the "Phone-Ticket" or "Email-Ticket" icons in the agent web interface, or as a customer through the customer web interface, the visible text of the URLs is clipped and replace with a "[...]" but the actual link at least still works which is perfect. The tickets that get created via emails sent in to OTRS always end up being wrapped and broken though. We can of course get by by piecing the links back together manually but it is somewhat annoying. Is there any way to make OTRS handle/display URLs in tickets that are emailed in the same way it handles the ones created via the web forms? Thanks Brett Davis Information Systems Network/Telecom Manager Dynojet Research, Inc. www.dynojet.com -----Original Message----- From: OTRS Notification Master [mailto:ITSupport@dynojet.com] Sent: Wednesday, November 07, 2007 09:23 To: brett(a)dynojet.com Subject: [Ticket#2007110710000024] New ticket notification! (No Subject) Hi Brett, there is a new ticket in "IS::Tickets::Web"! "Dusty Schaller" <dusty(a)dynojet.com> wrote: <snip> > http://www.powercommander.com/powercommander_iii_usb/powercommander_all_down > loads.aspx?mk=8 > <http://www.powercommander.com/powercommander_iii_usb/powercommander_all_dow > nloads.aspx?mk=8&mdl=62&yr=2006> &mdl=62&yr=2006 > > > > map -009 is listed twice > > > > Dustin Schaller > > Powersports Technical Support Manager > > Dynojet Research > > 800-992-4993 > > www.dynojet.com > > www.powercommander.com > > <snip> http://helpdesk.dynojetcorp.com/otrs/index.pl?Action=AgentZoom&TicketID=302 Your OTRS Notification Master

2 1

Remove lock option from tickets
by Mujtaba Karim 07 Nov '07

07 Nov '07

HI The thing here is I will not be able to notify customer if I move a ticket to any other state. My issue can be resolved if I eliminate ticket lock option from all my tickets Is there any possibility for that? Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 24, 2007 3:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 45 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: error creating ticket from POP3 account (Torsten Thau) 2. Re: Can users (agents) work with OTRS by email? (Torsten Thau) 3. one more thing (Mujtaba Karim) 4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim) 5. Re: one more thing (Richard Hinkamp - BeSite) 6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 11:48:13 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F14DD.1010802(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Peter Hoogkamer schrieb: > Hello everybody, > > Since a few days I am not able to create a ticket from email picked up > by the POP3 account. When I execute POP3Master.pl it says that it > cannot handle a ticket priority of NULL and cannot create the entry in > the database. > > I think the solution will be to set a default priority of 3 for > tickets that are created from mail. But I cannot seem to find where to > configure this. You can do this in a postmaster filter, but the actual problem is: where did your "priority 3" go? Ist it still available in the admin-area under priorities? 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3 VASfChb5qjwVXCuvJnRLE0s= =1q8P -----END PGP SIGNATURE----- ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 11:30:09 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] Can users (agents) work with OTRS by email? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F10A1.5070604(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Oleg Polovinkin schrieb: > Nils Breunese (Lemonbit) wrote: >> Oleg Polovinkin wrote: >> >>> Hmmm... Can't understand, why not look at user base, if email of >>> sender is agent >>> email?.. >> In our setup we have e-mail addresses that belong to both agents and >> 'customers'. Of course it is not impossible to have a system work like >> you are requesting, but currently OTRS does not support this workflow >> AFAIK. Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical? 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S i7TKlOjV/ZdbKW6yWurRJ9Q= =ZpZY -----END PGP SIGNATURE----- ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 14:58:25 +0500 From: "Mujtaba Karim" <mkarim(a)pixsense.com> Subject: [otrs] one more thing To: <otrs(a)otrs.org> Message-ID: <006601c81624$808cbd40$81a637c0$@com> Content-Type: text/plain; charset="us-ascii" Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

6 11

create ticket from form / same as Email Ticket
by Jo Rhett 07 Nov '07

07 Nov '07

This concerns OTRS 1.3.2 (running on a provider's system) but it appears to be much the same with a 2.2 installation I have here locally. I'm trying to create a ticket by submitting a form prefilled with values. The goal is to pre-fill the To: and Cc: fields from a local customer database. I copied and minimized the form from Email Ticket, and it looks like the following. However, whenever I submit it I get Message: Need TicketID! Traceback (18383): Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1131 Module: Kernel::Modules::AgentEmail::Run (v1.34.2.2) Line: 597 ...etc However, the stock form supplies an empty TicketID as well. The purpose is to create a ticket. What am I doing wrong here? <form action="https://tickets.svcolo.com/otrs/index.pl" method="get" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="AgentEmail"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Dest" value="105||SVcolo"> <input type="hidden" name="To" value="(*customer e-mail*)"> <input type="hidden" name="Cc" value="(*customer backup*)"> <input type="hidden" name="Bcc" value="support-staff(a)svcolo.com"> <input type="hidden" name="FormID" value="1194316011.9677080.31251047"> <input type="hidden" name="ExpandCustomerName" value="0"> <input type="hidden" name="AllUsers" value="0"> <input type="hidden" name="PreSelectedCustomerUser" value=""> <input type="hidden" name="SelectedCustomerUser" value=""> <input type="hidden" name="PriorityID" value=""> <input type="hidden" name="CustomerID" value=""> <input type="hidden" name="TicketID" value=""> <b>Subject:</b> <input type="text" name="Subject" value="" size="70"><br /> <textarea name="Body" rows="15" cols="72" wrap="hard"> </textarea><br /> <b>Time units (work units):</b> <input type="text" name="TimeUnits" value="" size="4"><br /> <input class="button" type="submit" value="Send mail!"> </form> -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

1 0

Counting responses used
by Tabitha Stang 07 Nov '07

07 Nov '07

Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under "Stats" or "Search". Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang

2 1

Database errors/warnings
by Jose-Marcio Martins da Cruz 07 Nov '07

07 Nov '07

Hello, I've just installed OTRS (2.2.3) on one of our servers (FreeBSD 6.1/MySQL 5.0.22/...) and I'm seeing a lot of this errors at apache error log file : [Wed Nov 07 11:08:36 2007] [error] [client 10.3.5.77] [Wed Nov 7 11:08:36 2007] index.pl: DBI::db=HASH(0x87ad64c)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs-2.2.3/bin/cgi-bin/../../Kernel/System/DB.pm line 228., referer: http://someserver/otrs/index.pl

1 0

OTRS Installation on Debian Etch
by Joel Roberts 06 Nov '07

06 Nov '07

Working on an initial installation of OTRS on Debian Etch, Apache was working fine for other applications, but after the LDAP configuration, it stopped working. Now when trying to start apache, I get the following errors: [warn] Useless use of AllowOverride in line 22. failed! In the apache error log, it reports the following: [Tue Nov 06 15:34:49 2007] [error] syntax error at /usr/share/otrs//Kernel/Confi g.pm line 85, near "'AuthModule::LDAP::Host'}"\nCompilation failed in require at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27.\nBEGIN failed--compila tion aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27.\nCompil ation failed in require at (eval 2) line 1.\n I've checked and re-checked the line with the AuthModule::LDAP::Host, I don't see anything unusual here. I've read a few posts about ORTS not being Apache2 compliant and have made the recommended changes, but still no luck. Anyone else had the same issue and resolved it? Thanks in advance.

1 0

Upgrade OTRS v. 2.0.4 to v. 2.2.3
by Ivan De Masi 06 Nov '07

06 Nov '07

Hello, we have a bit older installation of OTRS (v. 2.0.4 from the sources) and want to upgrade to v. 2.2.3. Can this be realized in one step or do I have to install some versions beetween (e.g. 2.1. an than 2.2. etc.) Has anyone expierence in such a major upgrade, especially with possible problems with the database (mysql) etc. I have found this post in this month with very helpful hints: http://lists.otrs.org/pipermail/otrs/2007-October/020536.html Is there somebody having also any other experience - any feedback is welcome! Thanks! Best wishes, Ivan

5 6

Proposal of how to setup OTRS on Ubuntu 7.04 server
by Anders Karlin 06 Nov '07

06 Nov '07

It was piece of cake to setup the LAMP-server and install OTRS with apt-get but I'am unsure how to setup a secure mailserver. I own a domain that I want to dedicate for this. I could use the domain with google apps to setup a mailaccount but google only let me only connect by POP3+SSL and SMTP+TLS. I found an module for OTRS to connect to POP3+SSL but I guess it wasn't configed for ubuntu because I can't get it working. I installed Postfix after an HOWTO-guide and I think it works but I'am unsure how secure it is. I don't want do be abused to send SPAM. So I would like some links or help how I should solve my problem. I'am not totaly a newbi to linux but I'am unsure when it comes to setup an secure mailsystem.

1 0

MySQL Admin Problems
by Emily Flynn 06 Nov '07

06 Nov '07

Hi, I'm running OTRS 2.1.7, and I've been having a problem with Apache failing. So I want to upgrade to 2.2 hoping this might fix it. What this entails is backing up the MySQL database, uninstalling the current version of OTRS, and then reinstalling the new one, making sure to copy over my config files. Now, I'm not knowledgeable of MySQL at all, so I want to use a user-friendly application to work with the database in order to avoid errors. I downloaded and installed MySQL tools from the MySQL website, and the Administrator tool is picking up the MySQL database using the default OTRS Username and Password. The Administrator isn't connecting to the database correctly however, when I so into User Administration, I get the following error: 'A MySQL error was encountered. The message is: Could not fetch user names. The following error occurred: SELECT command denied to user 'otrs'@'localhost' for table 'user' (1142). As far as I can find out, this means that the proper user privileges have not been set for the database, but I don't know how to fix this, or how to adjust and save the correct config files. If someone could point me in the right direction, I'd really appreciate it. Thanks! Emily

2 2

Automatically assigning people to a queue by their mail address domain
by Boris Ratak 06 Nov '07

06 Nov '07

Hi, According to the OTRS doc (http://doc.otrs.org/2.2/en/html/x846.html#adminarea-customer-user-groups) you have to manually assign customers to a group (and therefor to a queue), or use the CustomerAlwaysGroup option to assign every new customer to a single group. My problem is that I have several queues, each assigned to a customer's company with some customers which I don't wan't to see/post any other queue than their company's queue. So : 1) Is there a way to configure OTRS so that every new customer is automatically assigned to a queue, according to the domain of his mail address? 2) If first answer is yes, is there a way to do the same with the customers that are already registered? Thx for the answers B. _____________________________________________________________________________ Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail

2 1

Windows OTRS and Active Directory
by Ryan Stahl 05 Nov '07

05 Nov '07

Could someone who is using the windows OTRS and has it working with their Active directory send me a snap shot of your Config.pm file I cannot figure out what I am doing wrong. Thank you, Ryan S. Stahl True IT Department IT Technician MCSA (307) 266-0403 The information in this electronic mail message and any attached files is confidential and may be legally privileged. If you are not the intended recipient, delete this message and contact the sender immediately. Access to this message by anyone other than its intended recipient is unauthorized. You must not use or disseminate this information as it is proprietary property of the True companies. Communications on or through the True companies' computer systems may be monitored or recorded to secure effective system operation and for other lawful purposes. Thank you.

3 4

Search Tickets by metacharacters
by Laurent Minost 05 Nov '07

05 Nov '07

Hi, I thought I've already seen this somewhere but can't find back where so maybe not. Is there a way to do some "regexp style" search through Search Tickets feature like searching with "OR" or "AND" operand or in TicketNumber field only Tickets through number 2400 to 2500 for exemple ? ( a thing like 24[0-9]{2} ) Thanks by advance for your answer, Best regards. Laurent Minost

1 0

Calendar for otrs 2.0
by mircea＠itassist.ro 05 Nov '07

05 Nov '07

Hi, Is there available a calendar version compatible with otrs 2.0? Versions 1.5.1 and 1.7.1 from ftp seams to be incompatible. Thanks in advance, Mircea

1 0

enable debug
by Gábor Rell beltex 05 Nov '07

05 Nov '07

Hi Can sombody help me how to enable debug? I want to send a mail to a customer and when I click sedn I get the following message: ERROR: OTRS-CGI-07 Perl: 5.8.8 OS: linux Time: Mon Nov 5 15:05:51 2007 Message: Can't send to: mail(a)somwhere.com! Enable debug for more info! Traceback (15428): Module: Kernel::System::Email::SMTP::Send (v1.12) Line: 96 Module: Kernel::System::Email::Send (v1.28) Line: 490 Module: Kernel::System::Ticket::Article::ArticleSend (v1.142) Line: 1596 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I’m able to send mails to this domain but only to other mailboxes. Thanks for the help. -- Gábor Rell

1 0

Are errors *REALLY* errors
by Tuc at T-B-O-H.NET 05 Nov '07

05 Nov '07

Hi, In looking closer at the code, I see some places where the system throws an : $Self->{LogObject}->Log( Message => 'Something here', Priority => 'error', ); but then goes about its business as if nothing REALLY was wrong. The one that is of biggest concern at the current moment is : Kernel/Output/HTML/PreferencesCustomQueue.pm, sub Param, where it says : # check needed param if (!$Param{UserData}->{UserID}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need UserID!"); return (); } It appears that it *ALWAYS* prints it when your doing an : <form action="/otrs/index.pl" method="post"> <input type="hidden" name="Action" value="AdminUser"> <input type="hidden" name="Subaction" value="Add"> so is it *REALLY* an error. It appears to throw this into the Apache error log every time I attempt to add an Admin User. I do see plenty of others that do seem like they are TRUE and LEGIT errors, but certainly not this one. I would think the best thing to do is just remove the Log completely there, unless there is a reason it should always just throw everything into my Apache logs and then go about its business.... Thanks, Tuc

2 1

how to speed up active directory fecthing?
by hamood Iqbal 04 Nov '07

04 Nov '07

hi, i have only 80 users. when i create a phone ticket and search for Customer its slow in fetching customers. how can i speed it up? Thanks

1 0

configure-problems
by Kai Sommer 03 Nov '07

03 Nov '07

Dear list-members (and OTRS-specialists ;)! today I tried to update our "old" OTRS 2.1.1 to 2.2.3 on a new host. After larking around with the new installation (4 hours) I got a big and smoking head and now hope to find a solution on this list. Here my problem is: I can't get OTRS to notice the settings I have made in my /opt/otrs/Kernel/Config.pm. I can write there what I want, the OTRS doesn't take the settings over. - For example I set "$Self->{'HttpType' = 'https';", the web-frontend (under "OTRS :: Admin :: SysConfig :: Framework -> Core") shows "http". Very strange: Even if I deleted ZZZAAuto.pm and ZZZAuto.pm from /opt/otrs/Kernel/Files , logged out and restartet the Apache, I get "old" parameters (that I did at the installer-process) in the web-frontend. - Where the hell OTRS takes them?! (On loading the SysConfig-site ZZZAAuto.pm was recreated...) I found that e-mail [1] in the otrs-ml archives but in my case it's not "true"... :( What I did: I made the installation like it is described on the webpage. My system is a Debian Etch and the Apache is running as www-data:www-data. The home of the otrs-user is /opt/otrs and I made teh permission-settings with that command: /bin/SetPermissions.sh /opt/otrs otrs www-data otrs www-data I don't know which information you just still need - please ask! - I will give you all I have. Thanks ahead for your time & help and best regards, Kai Sommer --- [1] http://lists.otrs.org/pipermail/otrs/2007-October/020663.html

2 7

Re: Stats reports ? (Gabriele D'Andrea)
by Agim Cami 03 Nov '07

03 Nov '07

This SQL query must be applied into SQL box under Admin? -- Agim Cami

3 2

LDAP and win32 OTRS
by Ryan Stahl 02 Nov '07

02 Nov '07

Iam having a hard time getting LDAP to authenticate customers. Not sure if Iam modifying the correct files or not. Could someone please help me out? It seems all the documentation is getting stuff to work on linux. Ryan S. Stahl True Oil llc. IT Technician MCSA The information in this electronic mail message and any attached files is confidential and may be legally privileged. If you are not the intended recipient, delete this message and contact the sender immediately. Access to this message by anyone other than its intended recipient is unauthorized. You must not use or disseminate this information as it is proprietary property of the True companies. Communications on or through the True companies' computer systems may be monitored or recorded to secure effective system operation and for other lawful purposes. Thank you.

3 2

Can't load link backend module Kernel::System::LinkObject::FAQ! at /usr/share/otrs//Kernel/System/LinkObject.pm line 149
by Sebastian R. Wain 02 Nov '07

02 Nov '07

Hi, We just upgraded Ubuntu to Gutsy and the OTRS was upgraded too. But now when a user clicks on the zoom option we receive the message: "Can't load link backend module Kernel::System::LinkObject::FAQ! at /usr/share/otrs//Kernel/System/LinkObject.pm line 149" How can we solve it? Thanks, Sebastian

3 3

Can't load link backend module Kernel::System::LinkObject::FAQ! at /usr/share/otrs//Kernel/System/LinkObject.pm line 149
by Sebastian R. Wain 02 Nov '07

02 Nov '07

Hi, We just upgraded Ubuntu to Gutsy and the OTRS was upgraded too. But now when a user clicks on the zoom option we receive the message: "Can't load link backend module Kernel::System::LinkObject::FAQ! at /usr/share/otrs//Kernel/System/LinkObject.pm line 149" How can we solve it? Thanks, Sebastian

1 0

view last entry when opening ticket
by Peter Hoogkamer 02 Nov '07

02 Nov '07

Hi, Is it possible to open the last note when viewing a ticket in sted of the first one? Peter

1 0

Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 02 Nov '07

02 Nov '07

Je serai absent(e) à partir du 31/10/2007 de retour le 05/11/2007. Bonjour, Je suis actuellement absent et serai de retour le 05/11/07 à mon bureau. Pour toute question technique, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres questions, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 11/05/07. For all technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For all other questions, please contact Alice Avila: +33 4 76 60 54 05

2 1

clear a whole queue
by B Z 02 Nov '07

02 Nov '07

Hello, I apologize in advance if my question seems to simple for the list - however i could not find the documentation to answer it on the web. Without the details of how I got to this point, suffice to say I have a bunch of junk tickets in the Raw Queue and I'm trying to clear them all out (without clicking every single little checkbox, and i don't see a mass select). Can anyone please point me in the right direction? Thank you! I look forward to using OTRS and helping others as my knowledge about the product grows. - Brian _________________________________________________________________ Climb to the top of the charts! Play Star Shuffle: the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_wlmailtextlink_oct

2 1

apache ssl windows
by Peter Hoogkamer 02 Nov '07

02 Nov '07

Hello, Does anyone have any experience with https under apache on a windows 2003 server? I am searching for ways to enable this, but I keep running into trouble in not finding files for apache 2.2.4. Peter

2 2

RE: what is the best linux distro in my situation?
by Agim Cami 01 Nov '07

01 Nov '07

Otrs runs fine under CentOS. Actually I use otrs under CentOS 4.4. So, no need to Install obligatory Suse or Fedora. -- Agim Cami

3 5

RE: otrs Digest, Vol 51, Issue 65
by Mujtaba Karim 01 Nov '07

01 Nov '07

HI I guess if he is running a one man's show or is comfortable with attaching notes and wise enough for to check time There is no issue. I just want to comment that no one was able to figure this out.*odd* Take care No offence to any one Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 31, 2007 9:53 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 65 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. RE: otrs Digest, Vol 51, Issue 64 (Mujtaba Karim) 2. Assigning customers to companies via ldap (Baker, Greg) 3. Frederic Fraudeau/FR/Schneider est absent(e). (frederic.fraudeau(a)fr.schneider-electric.com) 4. Re: RE: what is the best linux distro in my situation? (Andy Lubel) 5. Re: RE: otrs Digest, Vol 51, Issue 64 (Andy Lubel) ---------------------------------------------------------------------- Message: 1 Date: Wed, 31 Oct 2007 17:36:25 +0500 From: "Mujtaba Karim" <mkarim(a)pixsense.com> Subject: [otrs] RE: otrs Digest, Vol 51, Issue 64 To: <otrs(a)otrs.org> Message-ID: <008701c81bba$a8a98c90$f9fca5b0$@com> Content-Type: text/plain; charset="us-ascii" Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 31, 2007 5:00 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Let OTRS mail external notify (henry(a)gamerzday.nl) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) ---------------------------------------------------------------------- Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: henry(a)gamerzday.nl Subject: [otrs] Let OTRS mail external notify To: otrs(a)otrs.org Message-ID: <20071030135034.6c09e171(a)gamerzday.nl> Content-Type: text/plain; charset="us-ascii" Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry,

3 2

is there a way to automate the creation of a ticket?
by Craig Meirick 31 Oct '07

31 Oct '07

our help desk recieves calls about many different problems all the time, but a lot of calls are routine things as well. Password resets, file relocation, various requests, etc. are routine jobs that we would like to automate as much as possible to be more efficient. Does anybody have any suggestions to take care of these routine tasks in a more automatic way using OTRS? >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- meirickc(a)nicc.edu

3 2

New to OTRS
by Craig Meirick 31 Oct '07

31 Oct '07

Hi, I am a Helpdesk/PC Support tech at a small community college and am testing OTRS to see if it would work for a better solution to our helpdesk. I have installed it on our web server and have it running. I have been testing it to see what user/group/queue configuration would work best for us. We have a staff of 9 in our Information Services department that will be using this, of which 4 of us will be using the most often from the helpdesk. We operate with one person on helpdesk at a time and switch people every three hours for 12 hours of the day. The person on the helpdesk at the time is responsible for every ticket they create to see that they are closed. My question- Is there anybody out there with a similar setup that has been able to use OTRS effectively that could send me advice or any helpful tips that have been proven helpful according to user/group/queues?

3 2

How can I setup to receive tickets via email
by Srinivasa Chaganti 31 Oct '07

31 Oct '07

Hi I want my users to be able to setup tickets by email. I have setup the default email address in the Email Address section of System in the Admin portal. Do I have to setup anything on the Postmaster POP3 account in the Misc section of the admin portal? The default email address is a distribution list on my exchange server, I want to set it up so that when an email is mailed to the distribution list ( the list has its own SMTP address like p.It(a)dhr-rgv.com<mailto:p.It@dhr-rgv.com>) it sends the ticket notification to all agents. I am also interested in setting up the system so a user can go to the customer portal and a log a ticket without logging in. Please help me with some details or redirect me to where I can find some clear instructions on setting it up this way. Thanks in advance ________________________________ "This e-mail and the files transmitted with it are the property of Doctors Hospital at Renaissance and/or its affiliates, are confidential, and are intended solely for the individual or entity to whom this e-mail is addressed. If this e-mail was sent to you by error, please delete the message immediately from your computer. Any other use, retention, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. All inbound and outbound e-mail messages and attachments are being scanned for viruses, spam, and content by an appliance. Any questions or concerns please call the IS E-mail Administrator or IS Network Administrator at 956-661-7799."

1 0

Let OTRS mail external notify
by henry＠gamerzday.nl 30 Oct '07

30 Oct '07

Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry,

1 0

Default user
by henry＠gamerzday.nl 30 Oct '07

30 Oct '07

Hi, Where can i change the default user when i move a ticket to another group? I have asked this before but until now no answers. This mus be posible because i have seen it work but never got the change to see where it is changed. Love to read your possible solutions. -- Henry Verbeek

3 2

Bulk Action
by Randy Rodriguez 29 Oct '07

29 Oct '07

I had changed the ticket view to display 75+ tickets at a time to allow the bulk action of sorting spam. But when I select tickets for bulk action it only takes action on the first 25 tickets selected. Any help would be appreciated. * I will be adding some spam flags from the mail server to help OTRS filter by email header but I still would like to take bulk action on more tickets if needed. Randy __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

Use more than one LDAP customer backend with OTRS
by Bart Verstricht 29 Oct '07

29 Oct '07

Hello, I know it is possible to use more than one customer backend to authenticate users, but from what I understand by reading the docs you can only use different methods (for example LDAP end DB). What I want to do is use more than one LDAP auth method. Why? Our helpdesk will deliver support to mainly 3 companies with their own LDAP tree (active directory) that are located on our network. My question: Is it possible to use 2 or more LDAP authentication configurations for customer users? Bart Verstricht Interdiocesaan Centrum ICT / Netwerk Tel.: 025099770 b.verstricht(a)interdio.be <mailto:b.verstricht@interdio.be>

1 0

error creating ticket from POP3 account
by Peter Hoogkamer 28 Oct '07

28 Oct '07

Hello everybody, Since a few days I am not able to create a ticket from email picked up by the POP3 account. When I execute POP3Master.pl it says that it cannot handle a ticket priority of NULL and cannot create the entry in the database. I think the solution will be to set a default priority of 3 for tickets that are created from mail. But I cannot seem to find where to configure this. I am using OTRS::ITSM 2.2.2 on Apache and Server 2003. Thanks, Peter

5 14

Kernel::Modules::AdminUser::_Edit issues
by Tuc at T-B-O-H.NET 28 Oct '07

28 Oct '07

Hi, On a fairly fresh install, I can't add a user. Instead of bringing me to what I think should be the user input screen here : http://otrs.org/images/screen-2.0/user.png It gives me : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 What can I do to debug this more or get help. The customer has had this installed for a few weeks and can't do anything since they can't create users. Thanks, Tuc

1 0

Back end not rendering page
by Tuc at T-B-O-H.NET 27 Oct '07

27 Oct '07

Hi, On a fairly fresh install, I can't add a user. Instead of bringing me to what I think should be the user input screen here : http://otrs.org/images/screen-2.0/user.png It gives me : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 What can I do to debug this more or get help. The customer has had this installed for a few weeks and can't do anything since they can't create users. Thanks, Tuc

1 0

(no subject)
by Mark Nernberg 26 Oct '07

26 Oct '07

This is a repost, as there has been no positive response. This is now the THIRD TIME I am posting! I don't mean to be rude or confrontational, but the lack of response is disheartening. It is quickly damaging the perceived quality of OTRS. I have a new deployment of OTRS 2.2.3, with the OTRS Webmail client (v. 0.11.2). The Webmail client is disfunctional. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. But, when clicking on a message to display it, I get the OTRS screen, and a "View" menu (with back/reply/reply-all/plain/delete), and a small grey area marked "options", but the message never displays. If someone would like, I'll include a screenshot. There are no apparent errors showing in my Apache error log, nor in the system message log. The only error message is from the OTRS log: Wed Oct 10 10:19:19 2007 notice OTRS-CGI-10 Totally empty attachment part (1) In MS-Outlook, or any one of a number of webmail clients, there's no problem, so its not a structural issue with the email itself. Advice, anyone? -- Mark J. Nernberg

5 5

help with Fetch
by Mujtaba Karim 26 Oct '07

26 Oct '07

How do I keep a copy of email in my mail server and at the same time make oTRS fetch email in its database Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

3 2

what is the best linux distro in my situation?
by kerneljack 26 Oct '07

26 Oct '07

Hello, I'm trying to install the latest version of otrs and I have a choice of whichever distro I like. I am familiar with CentOS 5 and Debian Etch. However, looking at the OTRS website I see I can choose Suse as well, so I am trying to decide which one will be better in terms of support or maintenance? I have been told that for CentOS 5 I need to install the Fedora version, is this correct? Any help appreciated, Khusro

3 2

RE: [otrs] Remove lock option from tickets
by Sune T. Tougaard 26 Oct '07

26 Oct '07

How about using an "Unlock Timout" setting of 1 at the queue level? I think that may be more appropriate than disabling it. The same effect as the DB script, i suppose, but still... -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mikhail Pauw Sent: 26. oktober 2007 09:27 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Remove lock option from tickets Hi all, I've pretty much the same question as Mujtaba Karim. We work with a small support team that is well played into each other and need the possibility to handle the same tickets, so the locking mechanism is for us not the best option. We have looked trough all the settings, but weren't able to discover something that disables the locking completely. We solve it now by running a script on the database every minute that removes all the lock states. So we're wondering if it's possible to disable the lockstate all together? Thanks in advance, Mikhail -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: woensdag 24 oktober 2007 12:43 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Remove lock option from tickets Maybe you are making confusion. Locking a ticket means assigning it to a specified agent: in this way you are sure that only one agent can work on the ticket. This is different from ticket states: a ticket can be in state open, closed, new, etc., regardless if it's been locked or not. Finally, you're concerned about customers notifications, you can enable/disable different type of notifications on a per queue basis, in the queue configuration ----- Original Message ----- From: "Mujtaba Karim" <mkarim(a)pixsense.com> To: <otrs(a)otrs.org> Sent: Wednesday, October 24, 2007 12:30 PM Subject: [otrs] Remove lock option from tickets HI The thing here is I will not be able to notify customer if I move a ticket to any other state. My issue can be resolved if I eliminate ticket lock option from all my tickets Is there any possibility for that? Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 24, 2007 3:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 45 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: error creating ticket from POP3 account (Torsten Thau) 2. Re: Can users (agents) work with OTRS by email? (Torsten Thau) 3. one more thing (Mujtaba Karim) 4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim) 5. Re: one more thing (Richard Hinkamp - BeSite) 6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 11:48:13 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F14DD.1010802(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Peter Hoogkamer schrieb: > Hello everybody, > > Since a few days I am not able to create a ticket from email picked up > by the POP3 account. When I execute POP3Master.pl it says that it > cannot handle a ticket priority of NULL and cannot create the entry in > the database. > > I think the solution will be to set a default priority of 3 for > tickets that are created from mail. But I cannot seem to find where to > configure this. You can do this in a postmaster filter, but the actual problem is: where did your "priority 3" go? Ist it still available in the admin-area under priorities? 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3 VASfChb5qjwVXCuvJnRLE0s= =1q8P -----END PGP SIGNATURE----- ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 11:30:09 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] Can users (agents) work with OTRS by email? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F10A1.5070604(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Oleg Polovinkin schrieb: > Nils Breunese (Lemonbit) wrote: >> Oleg Polovinkin wrote: >> >>> Hmmm... Can't understand, why not look at user base, if email of >>> sender is agent >>> email?.. >> In our setup we have e-mail addresses that belong to both agents and >> 'customers'. Of course it is not impossible to have a system work like >> you are requesting, but currently OTRS does not support this workflow >> AFAIK. Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical? 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S i7TKlOjV/ZdbKW6yWurRJ9Q= =ZpZY -----END PGP SIGNATURE----- ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 14:58:25 +0500 From: "Mujtaba Karim" <mkarim(a)pixsense.com> Subject: [otrs] one more thing To: <otrs(a)otrs.org> Message-ID: <006601c81624$808cbd40$81a637c0$@com> Content-Type: text/plain; charset="us-ascii" Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

1 0

Customer can post ticket with notification to agent without creating and/logging into the customer portal
by Srinivasa Chaganti 26 Oct '07

26 Oct '07

Can I setup OTRS so that a customer can place a ticket without creating a login or logging into the customer portal? Also if a ticket is created, can OTRS send an email notification to the agent? Please help with some details in setup. I am new to perl. Thank You ________________________________ "This e-mail and the files transmitted with it are the property of Doctors Hospital at Renaissance and/or its affiliates, are confidential, and are intended solely for the individual or entity to whom this e-mail is addressed. If this e-mail was sent to you by error, please delete the message immediately from your computer. Any other use, retention, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited." ________________________________ "This e-mail and the files transmitted with it are the property of Doctors Hospital at Renaissance and/or its affiliates, are confidential, and are intended solely for the individual or entity to whom this e-mail is addressed. If this e-mail was sent to you by error, please delete the message immediately from your computer. Any other use, retention, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. All inbound and outbound e-mail messages and attachments are being scanned for viruses, spam, and content by an appliance. Any questions or concerns please call the IS E-mail Administrator or IS Network Administrator at 956-661-7799."

3 2

QueueView with the different queues and their status
by Marius Flage 25 Oct '07

25 Oct '07

Hi I want to add a box to QueueView where I quickly can see the different status of the different tickets in the system. Something like this: New Open Pending Raw 1 4 3 Postmaster 0 0 0 Raw::SubQ 2 10 5 ... and of course only showing the queues that are selected as "my queue" by the user. Clicking on either of the numbers will list the tickets in question. Has anyone set up something like this? Marius

1 0

Otrs email subject issue
by Mujtaba Karim 25 Oct '07

25 Oct '07

Hi I have an issue can there be a way to increase the email subject I receive in OTRS I have another otrs running which sends me a ticket and then my otrs sends a notification to which a reply is generated by another otrs as a followup however due to subject being small that follow-up is created as a new ticket My guess is if I increase the subject line of incoming email longer the issue will be resolved Do let help me Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

2 1

can i keep a copy in my server
by Mujtaba Karim 25 Oct '07

25 Oct '07

HI I know OTRS to retrieve all emails in its system but is there a way That I can keep a copy in my mail server at the same time?/' Do let me know Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

3 2

Installed, but can't create a user (RESEND)
by Tuc at T-B-O-H.NET 25 Oct '07

25 Oct '07

Hi, I previously put a ticket in, but it seems to have stalled... (http://bugs.otrs.org/show_bug.cgi?id=2411) On a fairly fresh install, I can't add a user. Instead of bringing me to what I think should be the user input screen here : http://otrs.org/images/screen-2.0/user.png It gives me : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 The ticket has more info and some debug output... Thanks, Tuc

1 0

Changing Subject
by Kamal 25 Oct '07

25 Oct '07

Greetings, I am using OTRS 2.1.6. When I am using Empty Response when replying to a TT, the default subject is the following: Re: [Ticket#2007102410000039] <subject written> If I delete the "Re: [Ticket#2007102410000039]" from the subject & send the email, the email is sent with the "Re: [Ticket#2007102410000039]" appended automatically. How can I force OTRS not to change the subject that I send? I need to do the above since some recipients don't accept message except with specific subjects. Regards

3 4

Port Binding
by Simon Bierbaum 25 Oct '07

25 Oct '07

Hello all, I have OTRS 2.2.1 installed on a shared webhost. The provider now claims that bin/cgi-bin/index.pl binds to a port and goes on about how I'm not supposed to run any "server software like IRC, game servers or daemons". Does anyone know why OTRS would bind to any port, and how I can disable it? My understanding is that OTRS would not need to bind to any port to listen for connections... Thanks, Simon

3 3

Localization again
by Andrej Šimko 25 Oct '07

25 Oct '07

Hello everybody Auto Response Management doesn't reflect language alteration. (E.g. when current language is changed in Preferences, Auto Response messages remain the same). In case of multinational communication that fact is not too reasonable matter. Does exist possibility of the Auto Response Management localization? And my second question is if there is a possibility for Customer interface to add "-" to listbox for status types, and how can I do it. Thank you very much. Andy

1 0

iis & otrs?
by henning.diederich＠arcor.de 25 Oct '07

25 Oct '07

Hi Gábor, do you have checked the permissions of iusr_<machinename> ? I had long time Troube with this error and the same symptoms like you. Wich version of IIS you are using? Henning Viel oder wenig? Schnell oder langsam? Unbegrenzt surfen + telefonieren ohne Zeit- und Volumenbegrenzung? DAS TOP ANGEBOT FÜR ALLE NEUEINSTEIGER Jetzt bei Arcor: günstig und schnell mit DSL - das All-Inclusive-Paket für clevere Doppel-Sparer, nur 34,95 inkl. DSL- und ISDN-Grundgebühr! http://www.arcor.de/rd/emf-dsl-2

3 3

one more thing
by Mujtaba Karim 25 Oct '07

25 Oct '07

Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

4 3

agent notification options (2.1.6)
by charles klement 24 Oct '07

24 Oct '07

Hello, My agents would like to be notified via email in the following situations... 1. when a ticket is taken out of the queue and locked by an other agent 2. when the ticket they own is "stolen" by another agent. I've looked through the SysConfig options and the documentation, and I'm not seeing anything that looks promising. Has anyone gotten this to work somehow? will moving to a more recent version solve this for me? I'm considering looking at the code and modifying it, but I want to see if anyone has done this first. Thanks, charles This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately.

1 0

Changing from owner to group.
by Henry Verbeek 24 Oct '07

24 Oct '07

Hi, I have got an working OTRS which i now have to manage and i have the following problem. If a user moves a ticket to a group the default "-" is replaced by the first user in row this is the user which name starts whit a "A". I need one thing. Where do i change the order so when a move is done the user stays a "-". -- Yours, Henry.

1 0

Inconsistent ticket numbering
by Marius Flage 24 Oct '07

24 Oct '07

Hi there. I've set the Ticket::NumberGenerator to "Autoincrement" and also the Ticket::NumberGenerator::MinCounterSize to 1, to start counting from 1 and upwards. But now I have a small problem. Since OTRS uses the id returned from mysql when inserting rows to determine the "internal" ID, this is a little off from my actually ticket numbers. For instance ticket number 61 is really number 62 (Action=AgentTicketZoom&TicketID=62) as far as mysql and OTRS are concerned. Is there a way to hack it so that these two numbers will be identical? And will my fix still work for future tickets or are there situations where this is bound to happen anyway? Marius

1 0

An issue
by Mujtaba Karim 24 Oct '07

24 Oct '07

HI I have a small issue What I want is that when I close the ticket in OTRS! I have a screen where I can add anything i.e reason for closing the ticket. And ticket is closed Right now when I go and compose a message it just sends and email and closes the ticket I can use customer notification for in the same email or can I have the closed notification activated with a custom message ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

3 2

one more thing
by Mujtaba Karim 24 Oct '07

24 Oct '07

HI is there a way I can insert note and that is sent to the customer???? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

2 1

search by a_freekey
by Alex Mihicinac 24 Oct '07

24 Oct '07

Hi all, is it possible, to perform search and use a_freekey (article freekey) as search criteria? TIA, Alex

1 0

Importing data from another ticket system
by Baker, Greg 24 Oct '07

24 Oct '07

Hi all... I want to switch from our current ticket system to otrs, however I do not want to lose all our old data. I'm wondering if anyone has successfully imported data from another ticket system. Is there currently any mechanism to import, say, XML files into the database? If not, then I guess I would have to write up some kind of script to manually insert the data into the database myself. I'm just looking for comments on this. Is there anything I should be careful of? Thanks, Greg

1 0

RE: otrs Digest, Vol 51, Issue 47
by Mujtaba Karim 24 Oct '07

24 Oct '07

Okay hi Here is the thing how do I set up notification for each state??? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 24, 2007 3:58 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 47 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Remove lock option from tickets (Gabriele D'Andrea) 2. RE: otrs Digest, Vol 51, Issue 46 (Mujtaba Karim) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 12:42:50 +0200 From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> Subject: Re: [otrs] Remove lock option from tickets To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <00c101c8162a$a0290720$8e04a8c0@nettezza> Content-Type: text/plain; format=flowed; charset="iso-8859-1"; reply-type=original Maybe you are making confusion. Locking a ticket means assigning it to a specified agent: in this way you are sure that only one agent can work on the ticket. This is different from ticket states: a ticket can be in state open, closed, new, etc., regardless if it's been locked or not. Finally, you're concerned about customers notifications, you can enable/disable different type of notifications on a per queue basis, in the queue configuration ----- Original Message ----- From: "Mujtaba Karim" <mkarim(a)pixsense.com> To: <otrs(a)otrs.org> Sent: Wednesday, October 24, 2007 12:30 PM Subject: [otrs] Remove lock option from tickets HI The thing here is I will not be able to notify customer if I move a ticket to any other state. My issue can be resolved if I eliminate ticket lock option from all my tickets Is there any possibility for that? Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 24, 2007 3:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 45 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: error creating ticket from POP3 account (Torsten Thau) 2. Re: Can users (agents) work with OTRS by email? (Torsten Thau) 3. one more thing (Mujtaba Karim) 4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim) 5. Re: one more thing (Richard Hinkamp - BeSite) 6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 11:48:13 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F14DD.1010802(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Peter Hoogkamer schrieb: > Hello everybody, > > Since a few days I am not able to create a ticket from email picked up > by the POP3 account. When I execute POP3Master.pl it says that it > cannot handle a ticket priority of NULL and cannot create the entry in > the database. > > I think the solution will be to set a default priority of 3 for > tickets that are created from mail. But I cannot seem to find where to > configure this. You can do this in a postmaster filter, but the actual problem is: where did your "priority 3" go? Ist it still available in the admin-area under priorities? 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3 VASfChb5qjwVXCuvJnRLE0s= =1q8P -----END PGP SIGNATURE----- ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 11:30:09 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] Can users (agents) work with OTRS by email? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F10A1.5070604(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Oleg Polovinkin schrieb: > Nils Breunese (Lemonbit) wrote: >> Oleg Polovinkin wrote: >> >>> Hmmm... Can't understand, why not look at user base, if email of >>> sender is agent >>> email?.. >> In our setup we have e-mail addresses that belong to both agents and >> 'customers'. Of course it is not impossible to have a system work like >> you are requesting, but currently OTRS does not support this workflow >> AFAIK. Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical? 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S i7TKlOjV/ZdbKW6yWurRJ9Q= =ZpZY -----END PGP SIGNATURE----- ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 14:58:25 +0500 From: "Mujtaba Karim" <mkarim(a)pixsense.com> Subject: [otrs] one more thing To: <otrs(a)otrs.org> Message-ID: <006601c81624$808cbd40$81a637c0$@com> Content-Type: text/plain; charset="us-ascii" Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

1 0

RE: otrs Digest, Vol 51, Issue 46
by Mujtaba Karim 24 Oct '07

24 Oct '07

HI I am unable to find the options you said All I can see are these in framework Frontend::Admin::ModuleRegistration 20 Framework Frontend::Agent 12 Framework Frontend::Agent::Auth::LDAP 2 Framework Frontend::Agent::ModuleNotify 4 Framework Frontend::Agent::ModuleRegistration 9 Framework Frontend::Agent::Preferences 10 Framework Frontend::Agent::Stats 8 Framework Frontend::Customer 14 Framework Frontend::Customer::Auth 22 Framework Frontend::Customer::ModuleNotify 2 Framework Frontend::Customer::ModuleRegistration 4 Framework Frontend::Customer::Preferences 9 Framework Frontend::Public::ModuleRegistration Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 24, 2007 3:31 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 46 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: one more thing (Gabriele D'Andrea) 2. Remove lock option from tickets (Mujtaba Karim) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 12:21:31 +0200 From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> Subject: Re: [otrs] one more thing To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <008a01c81627$a5a4dd80$8e04a8c0@nettezza> Content-Type: text/plain; charset="iso-8859-1" Yea, I did it. In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Bye Gabriele ----- Original Message ----- From: Mujtaba Karim To: otrs(a)otrs.org Sent: Wednesday, October 24, 2007 11:58 AM Subject: [otrs] one more thing Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.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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Re: [otrs] POP3 import of utf-8 emails
by Maciej Uhlig 24 Oct '07

24 Oct '07

André Bauer: > You should us OTRS version 2.2.3. There was a lot of improvements > for UTF8. > we're actually running OTRS 2.2.3 and have got very similar errors to the errors shown by the original poster. using UTF-8 it's impossible to fetch mail via popmasterpop3.pl due to 'wide character' errors in syslog.pm module. this is under Perl 5.8.4. should we go for the newer Perl? Best regards, Maciej Uhlig

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RE: otrs Digest, Vol 51, Issue 44
by Mujtaba Karim 24 Oct '07

24 Oct '07

Dear Gabriele. What I want to do is this I have OTRS installed.I have different queues set up however when I close the ticket It is locked and if I unlock it it goes to open state Can I eliminate the lock option in OTRS completely? Secondly what I require is That when I close the ticket a response is sent to customer telling him that his ticket is closed but with that response I can also add the reason and details as to why I am closing the ticket Can this be done ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 24, 2007 1:21 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 44 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Installed, but can't create a user (Tuc at T-B-O-H.NET) 2. RE: iis & otrs? (G?bor Rell beltex) 3. error creating ticket from POP3 account (Peter Hoogkamer) 4. An issue (Mujtaba Karim) 5. Re: An issue (Gabriele D'Andrea) 6. one more thing (Mujtaba Karim) ---------------------------------------------------------------------- Message: 1 Date: Tue, 23 Oct 2007 15:02:32 -0400 (EDT) From: "Tuc at T-B-O-H.NET" <ml(a)t-b-o-h.net> Subject: [otrs] Installed, but can't create a user To: otrs(a)otrs.org Message-ID: <200710231902.l9NJ2WMp015725(a)himinbjorg.tucs-beachin-obx-house.com> Content-Type: text/plain; charset=us-ascii Hi, I previously put a ticket in, but it seems to have stalled... (http://bugs.otrs.org/show_bug.cgi?id=2411) On a fairly fresh install, I can't add a user. Instead of bringing me to what I think should be the user input screen here : http://otrs.org/images/screen-2.0/user.png It gives me : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 The ticket has more info and some debug output... Thanks, Tuc ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 09:35:57 +0200 From: G?bor Rell beltex <rellg(a)beltex.hu> Subject: RE: [otrs] iis & otrs? To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Message-ID: <408DC635473D1A46A2E54EA662AD863F07087953FD(a)bdc1.bunzl.internal> Content-Type: text/plain; charset="utf-8" Hi! I'm running iis 6.0. I gave the permissions to the user at the specified folders. And did you found anything? :) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of henning.diederich(a)arcor.de Sent: Monday, October 22, 2007 7:50 AM To: otrs(a)otrs.org Subject: [otrs] iis & otrs? Hi GC!bor, do you have checked the permissions of iusr_<machinename> ? I had long time Troube with this error and the same symptoms like you. Wich version of IIS you are using? Henning Viel oder wenig? Schnell oder langsam? Unbegrenzt surfen + telefonieren ohne Zeit- und Volumenbegrenzung? DAS TOP ANGEBOT FCR ALLE NEUEINSTEIGER Jetzt bei Arcor: gC<nstig und schnell mit DSL - das All-Inclusive-Paket fC<r clevere Doppel-Sparer, nur 34,95 b, inkl. DSL- und ISDN-GrundgebC<hr! http://www.arcor.de/rd/emf-dsl-2 _______________________________________________ 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? =ttp://www.otrs.com/ ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 09:41:09 +0200 From: "Peter Hoogkamer" <peter.hoogkamer(a)gmail.com> Subject: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <73aa5bd40710240041o540e09e6oeb251dc400ca44fe(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hello everybody, Since a few days I am not able to create a ticket from email picked up by the POP3 account. When I execute POP3Master.pl it says that it cannot handle a ticket priority of NULL and cannot create the entry in the database. I think the solution will be to set a default priority of 3 for tickets that are created from mail. But I cannot seem to find where to configure this. I am using OTRS::ITSM 2.2.2 on Apache and Server 2003. Thanks, Peter ------------------------------ Message: 4 Date: Wed, 24 Oct 2007 13:03:18 +0500 From: "Mujtaba Karim" <mkarim(a)pixsense.com> Subject: [otrs] An issue To: <otrs(a)otrs.org> Message-ID: <003601c81614$58491280$08db3780$@com> Content-Type: text/plain; charset="us-ascii" HI I have a small issue What I want is that when I close the ticket in OTRS! I have a screen where I can add anything i.e reason for closing the ticket. And ticket is closed Right now when I go and compose a message it just sends and email and closes the ticket I can use customer notification for in the same email or can I have the closed notification activated with a custom message ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

2 1

Can users (agents) work with OTRS by email?
by Oleg Polovinkin 24 Oct '07

24 Oct '07

I want to give users of my OTRS (agents) to work partially with OTRS without web interface. Now I have: 1. Customer writes email to support(a)blabla.com. This address is used for OTRS, so new ticket created and agents informed by email about that new ticket, including content of customer's message. 2. Agent press "Reply" button in his mail user agent and writes answer to customer. But OTRS embraces that agent's answer as CUSTOMER's message, not as agent's note or agent's answer. Can I change that behaviour? Can I configure OTRS so it'll treat agent's reply to notification message as an internal note? -- Sincerely yours, Oleg Polovinkin o.polovinkin<at>optima<dot>ua Billing Dept, Optima Telecom Dnipropetrovsk, Ukraine

6 9

Installed, but can't create a user
by Tuc at T-B-O-H.NET 23 Oct '07

23 Oct '07

Hi, I previously put a ticket in, but it seems to have stalled... (http://bugs.otrs.org/show_bug.cgi?id=2411) On a fairly fresh install, I can't add a user. Instead of bringing me to what I think should be the user input screen here : http://otrs.org/images/screen-2.0/user.png It gives me : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 The ticket has more info and some debug output... Thanks, Tuc

1 0

Split ticket problem
by Sándor Fehér 23 Oct '07

23 Oct '07

Hi, I realized a bug in 2.2.3. When I want to split a ticket and search for customers against my LDAP db then it hangs with [Tue Oct 23 19:44:14 2007][Error][Kernel::System::Ticket::TicketSearch][3813] ORA-00936 This is why because the where condition was set in bad format. I don't know where to submit the patch. I think it might be useful for some of you. It works for me against 2.2.3 Regards, Sandor

1 0

Problem with UTF after upgrade from otrs 2.04 to 2.2.3
by Maistros Stelios 23 Oct '07

23 Oct '07

Hello, I upgraded my otrs installation from version 2.0.4 to version 2.2.3. I run the proper scripts to update the db schema but after the scripts completed without any errors I have encountered a problem with the db collation. Specifically, any information that was entered in Greek is not displayed properly. I am using mysql5, perl 5.8.8 on Fedora 5 In the /otrs/Kernel/Config.pm I have the line $Self->{'DefaultCharset'} = 'utf-8'; And in In the /otrs/Kernel/Language/en.pm I have the line $Self->{Charset} = ['us-ascii', 'UTF-8', 'iso-8859-1', 'iso-8859-7']; (iso-8859-7 is the greek char set) but it does not seem to make a difference - the tickets are there but the encoding is not working properly. Afterwards I also did the following: In /opt/otrs/scripts/tools I noticed the scripts -rwxrwxr-x 1 apache apache 2288 Sep 13 10:14 charset-convert.pl -rw-rw-r-- 1 apache apache 3504 Sep 13 10:14 convert_db_to_utf8.pl I tried them, first by converting the db dump by doing # charset-convert.pl -s <latin1> -d <utf8> -f dump.sql And the then loading back the converted dump into mysql. My tickets are all there, but the encoding on the greek text is a mess Any ideas anyone ? Thank you, Stelios

1 0

Stats reports ?
by Agim Cami 23 Oct '07

23 Oct '07

I would like to check the performance of the sevice team. I tried to create reports, for exemple, based on difference of ticket's creation time and ticket's close time. This is not possible. Have somebody any exsperience on this issue? Agim

2 2

Q: Cron: Message: Need User or UserID! - $HOME/bin/PendingJobs.pl
by Håvard Sørli 23 Oct '07

23 Oct '07

Suggested solutions ? ---------------------- From: root@localhost (Cron Daemon) To: otrs@localhost Subj: Cron <otrs@localhost> $HOME/bin/PendingJobs.pl >> /dev/null ERROR: OTRS-PendingJobs-10 Perl: 5.8.5 OS: linux Time: Tue Oct 23 08:45:04 2007 Message: Need User or UserID! Traceback (16703): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.147) Line: 1785 Module: /opt/otrs/bin/PendingJobs.pl (v1.27) Line: 178 ----------------------- If I run $HOME/bin/PendingJobs.pl from the command line as the otrs user, then it works. No errors. ----- $ cat pending_jobs # -- # cron/pending_jobs - pending_jobs cron of the OTRS # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: pending_jobs.dist,v 1.9 2006/10/20 16:46:14 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # check every 120 min the pending jobs 45 */2 * * * $HOME/bin/PendingJobs.pl >> /dev/null -- Thank for your help ! hs

1 0

iis & otrs?
by Gábor Rell beltex 22 Oct '07

22 Oct '07

Hi! I’m new on this list so Hi everybody. I want to install otrs on a windows platform and now I have some problem. Now i am able to get the index.pl and it is asking for username and password. If I log in with a wrong username it is show that the password is wrong. When I want to log in with the default username and password (root@localhost/root) it doesn’t do anything. It shows the error message: 'CGI Error The specified CGI application misbehaved by not returning a complete set of HTTP headers.' And in the address bar I can see '/index.pl?' no ?session... or something else. So is there someone who successfully implamented otrs on a windows platform? Thank you for your answers. -- Gábor Rell

5 9

Charsets
by Marius Flage 22 Oct '07

22 Oct '07

Hehe, I generating quite some traffic on this list with all my questions. I should really have compiled a few of them into one email, but here goes. I'm trying to do LDAP integration with AD, and it's so far working just fine, except for one thing: national characters. As far as I know AD outputs unicode, so I thought setting the default charset to utf-8 would interpret the strings correctly - I was mistaken. However, if I leave the charset at iso-8859-1 and then change the charset in Firefox manually, then voila, all names are displayed correctly. How to fix? Marius

2 1

Shared Responsability Tickets
by Harry Cruz 22 Oct '07

22 Oct '07

Hello, everyone! Is there a way to have shared responsability tickets? I mean, in my company we frequently have an situation in which two agents are in charge of handling a customer request. Has anyone ever done that? Best regards, Harry

1 0

db error
by Peter Hoogkamer 22 Oct '07

22 Oct '07

Hello everybody, Since today I am no longer able to send emails to my otrs::itsm system. I did a manual PostmasterPOP3 execute and this was the result: Message 1/1 (otrs(a)srvhkm.trend.nl) ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Oct 22 14:35:48 2007 Message: No PriorityID for 3 normal found! Traceback (5184): Module: Kernel::System::Priority::PriorityLookup (v1.9) Line: 280 Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 387 Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148 Module: Kernel::System::PostMaster::Run (v1.65) Line: 324 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 DBD::mysql::db do failed: Column 'ticket_priority_id' cannot be null at C:/OTRS/ otrs/Kernel/System/DB.pm line 387. ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Oct 22 14:35:48 2007 Message: Column 'ticket_priority_id' cannot be null, SQL: 'INSERT INTO ticket ( tn, title, create_time_unix, type_id, queue_id, ticket_lock_id, user_id, respon sible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_start_time, escalation_response_time, escalation_solution_time, timeo ut, service_id, sla_id, valid_id, create_time, create_by, change_time, change_b y) VALUES ('2007102210000141', 'test', 1193056548, 1, 2, 1, 1, 1, 1, NULL, 1, 0, 1193056548, 0, 0, 0, NULL, NULL, 1, current_timestamp, 1, current_timestam p, 1)' Traceback (5184): Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 447 Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148 Module: Kernel::System::PostMaster::Run (v1.65) Line: 324 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Oct 22 14:35:48 2007 Message: create db record failed!!! Traceback (5184): Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 489 Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148 Module: Kernel::System::PostMaster::Run (v1.65) Line: 324 Module: main::FetchMail (v1.25) Line: 206 Module: PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Oct 22 14:35:48 2007 Message: Can't process mail, see log sub system! Traceback (5184): Module: main::FetchMail (v1.25) Line: 209 Module: PostMasterPOP3.pl (v1.25) Line: 125 Connection to srvhkm.trend.nl closed. Is this a bug?? Thanks, Peter

1 0

receiving emails
by hamood Iqbal 20 Oct '07

20 Oct '07

Hi, Guys otrs is very good software . i can send email from otrs. but how can i receive email form the users ? Thanks

2 1

Stats reports and service performance?
by Agim Cami 20 Oct '07

20 Oct '07

I would like to check the performance of the sevice team. I tried to create reports, for exemple, based on difference of ticket's creation time and ticket's close time. This is not possible. Have somebody any exsperience on this issue? -- Agim

1 0

ITSMTicket install problem
by hamood Iqbal 20 Oct '07

20 Oct '07

hi, when i try to install ITSMTicket</otrs/index.pl?Action=AdminPackageManager&Subaction=ViewRemote&Source=http://ftp.otrs.org/pub/otrs/itsm/packages/&File=ITSMTicket-1.0.3.opm&Name=ITSMTicket&Version=1.0.3>i get this error . Error: MySQL server has gone away, SQL: 'INSERT INTO package_repository (name, version,[..] Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Sat Oct 20 07:19:37 2007 Message: MySQL server has gone away, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES ('ITSMTicket', '1.0.3', 'OTRS GmbH', 'ITSMTicket-1.0.3.xml', '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (5256): Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565 Module: Kernel::Modules::AdminPackageManager::Run (v1.46) Line: 1083 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 please guide me what is the problem?

1 0

Delay before sending e-mail
by Harry Cruz 20 Oct '07

20 Oct '07

Hello, Everyone! I've installed OTRS on a Debian-based Linux Distro and, fortunately, everythings goes okay (so far), except for a delay I get when performing an operation which relies on e-mail sending functionality, like answering a customer ticket. I run it on a MS Exchange Server, in an intranet. I think OTRS might be performing some kind of checking before actually sending the mail. If that's the case, what would that be? Have you ever experienced that? Best regards, Harry

3 3

upgrade
by pri pri 19 Oct '07

19 Oct '07

hi all i am using otrs on windows small business server 2003. i am using version 2.2.1 which has a bug. the apache server keeps dropping and i get the httpd.exe failed error. i would like to upgrade to a bug free version. can somebody tell me what the procedure to upgrade is because i have to completely re install the new version. what kind of backup should i take or can i upgrade it without having re install the whole system. can i just include some modules that can help upgrading it to the bug free version. please let me know thank you _________________________________________________________________ Check out some new online services at Windows Live Ideas—so new they haven’t even been officially released yet. http://www.msnspecials.in/windowslive/

3 2

Questione about owner permission
by Gabriele D'Andrea 19 Oct '07

19 Oct '07

Hi, I want to grant some users the permission to take ownership of tickets, but not the permission to assign tickets to other agents. Is this possible Thanks for replies Gabriele

2 2

OTRS very slow
by Adriano Amaral 19 Oct '07

19 Oct '07

Have to agree with Mark. Also have to add that SBS is one of the worse windows platforms since you use as a SMB server, with exchange (CPU hog), ISA (cpu hog) and IIS. You give yourself no chance to start with. About upgrade, even with more CPU or RAM, the windows apps will hog the extra ponies you give them. Also doing a MySLQ dump of the bd's and restoring to another machine works perfectly so no worries on this side... Good luck C4ip Mark Nernberg a écrit: > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of pri > pri > Sent: Friday, October 19, 2007 10:07 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] OTRS very slow > > hi > thanks for your reply. > i did not know windows platform was the problem here. > unfortunately OTRS is all set up and running here now. > is there any way to improve the performance? > will an upgrade to the latest version help? > thank you > > swatha > > > First, improving performance will require some analysis to find the > bottleneck(s). > > Secondly, what do you expect running Windows? You've started off with a > slow, inefficient platform. Fixing it now is like polishing a turd. You > will never get to 100%, since you're starting in a hole. PerlWin was never > all that efficient, either. > > Upgrading OTRS isn't going to make a difference. Upgrading the hardware > *might* make a difference. > > You need to test: network performance, disk i/o performance, web server > efficiency, and the database performance -- and that's for starters. > Perhaps by fixing disk i/o and the database performance you will find OTRS > to get to "acceptable" performance levels. Perhaps not. > > The other poster who suggested building and dedicating a Linux system is > on-the-money. Transferring your data and installation to a Linux box should > be fairly easy once you've got the base system built (i.e. Linux, Apache, > Perl, MySQL, all other prerequisites). > > > > > > > >> Date: Fri, 19 Oct 2007 15:41:33 +0200 >> From: lminost(a)denyall.com >> To: otrs(a)otrs.org >> Subject: Re: [otrs] OTRS very slow >> >> Hi, >> >> I would be interested and curious in seeing this "not slow" OTRS and see >> which time responses you have when displaying queue view, customer_user >> link and overall Agent Administration panels ... etc :) >> >> Which hardware do you have ? Which backend are you using please ? >> >> By the way, about pri pri question, I have also no experience about an >> OTRS install under Windows but as I can see and strongly think >> performance is not the best feature under OTRS, I can advise you to >> dedicate a linux box to OTRS, that will probably avoid some others >> problems linked to Windows ... >> >> Thanks by advance for your answers. >> >> Laurent MINOST >> >> >> Richard Hinkamp - BeSite a écrit : >> >>> We have an install with 100.000 tickets and it's not slow. It is not >>> running on Windows (Linux+mysql), so don't know about windows >>> > installs... > >>> Richard >>> >>> pri pri wrote: >>> >>>> hi all >>>> i have been using OTRS on windows small business server 2003 for 4 >>>> months now. >>>> i am using version 2.2.1 and wanted to know if the system gets very >>>> > slow > >>>> if there are more than 3000 tickets in my system. i have had frequent >>>> SPAM attacks and ended up with 16- 20 thousand e-mails in my system. >>>> the system is extremely slow. i would like to know if the system will >>>> get very slow if there are more than 3-4 thousand tickets. please let >>>> > me > >>>> know if you know anything about it. >>>> thank you >>>> >>> _______________________________________________ >>> 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/ >> > ________________________________________ > Search from any Web page with powerful protection. Get the FREE Windows Live > Toolbar Today! Try it now! > > _______________________________________________ > 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? > > > > --

2 1

OTRS very slow
by pri pri 19 Oct '07

19 Oct '07

hi all i have been using OTRS on windows small business server 2003 for 4 months now. i am using version 2.2.1 and wanted to know if the system gets very slow if there are more than 3000 tickets in my system. i have had frequent SPAM attacks and ended up with 16- 20 thousand e-mails in my system. the system is extremely slow. i would like to know if the system will get very slow if there are more than 3-4 thousand tickets. please let me know if you know anything about it. thank you _________________________________________________________________ Search from any Web page with powerful protection. Get the FREE Windows Live Toolbar Today! http://toolbar.live.com/?mkt=en-in

6 6

how to access from another pc?
by hamood Iqbal 19 Oct '07

19 Oct '07

i am new to OTRS. please guide me how to access OTRS form another pc not from localhost. thanks

5 9

Hide tickets, national characters and state changing
by Marius Flage 19 Oct '07

19 Oct '07

Hi there 1) How to "hide" tickets that the current user doesn't have lock on? Of course it should still be able to view them if you specifically want to, but just hide them from the view 2) National characters in the subject field. When sending out replies to tickets, national characters like "æ", "ø" and "å" aren't displayed at all, potentially leaving the subject field looking a bit odd. Is there a way to debug/fix this? I've set the charset of the system to utf-8. 3) I want to easily alter the state of a ticket without having to either enter a message or anything else. I just want the ability to go in to a ticket and set its status, without any questions asked :) Thanks in advance! Marius

2 1

Search/order by ticket updated date
by Eirik Pettersen 19 Oct '07

19 Oct '07

I've asked this before, but got no response so I'll try again! Is there any way you can configure the queues to be ordered by the last updated date instead of the creation date? We close tickets when we answer them, but we allow follow-ups to reopen them. If a customer replies to an old ticket, they appear at the top of the list ahead of newer queries that were replied to perhaps more recently. We like to respond to each communication from a customer in order, not preferentially deal with those who have followed up older tickets. What we'd also like to do is actually do searches like 'show me tickets updated in the last 24 hours' but the only date field on the search page is the 'created date'. If there is nothing out there already, can anyone point us in the right direction as to submit a feature request, or how we may patch it to do that ourselves? Thanks, Eirik Eirik Pettersen, Chief Technology Officer, Gandi Group Ltd www.gandi.net/www.moonfruit.com

1 0

Slow performance - repeated query
by Douglas Furlong 18 Oct '07

18 Oct '07

Good afternoon all. Just recently we've suffered a significant slowdown in the OTRS installation that we have (2.0.4). The system has 2gb of ram, and the DB size (on disk) is about 2.4gb, it would appear that the system spends a phernominal amount of time in IO wait, and the database is constantly processing queries even when the system is not in use. I enabled the feature in mysql to log slow queries, and I noticed on particular query repeating over and over, it is. SELECT id FROM article WHERE ticket_id = 1699 AND a_from = 'Martin' AND a_subject = 'Resolving' AND incoming_time = '1191601751'; Where the ticket ID and incoming time varies. grep -e Martin /var/log/mysql/log-slow-queries.log | grep Resolving | wc -l 49907 What may be causing the above to be constantly run against the DB, I see no similar queries being run for any of the other users within the environment. Does any one have any thoughts, or hints on where I could look for additional information. -- Douglas Furlong Senior Unix Administrator tel: +44 (0) 1727 891 423 fax: +44 (0) 1727 891 401 mob: +44 (0) 7795 601 836 web: www.arc.com ARC International, Verulam Point, Station Way, St Albans, AL1 5HE, United Kingdom.

2 1

Create non-client visible tickets
by Jesús M. Navarro 18 Oct '07

18 Oct '07

Hi, list: I'm looking for a way to create tickets for a client that still are not visible for them (quite alike to an "internal note" but expanding the whole ticket). There are situations like i.e. maintenance operations we want to associate to a given client and take advantage of OTRS's workflow, SLA, notes, etc. but that simply are not for "client consumption". Anyone know how can I achive this goal? TIA -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

3 3

first or last note showing
by Peter Hoogkamer 18 Oct '07

18 Oct '07

Dear all, When I view a ticket the first note within the ticket is showing. How can I make sure it will show the last note upon opening? I am using OTRS 2.2.2 with ITSM on Server 2003 with Apache server Thanks, Peter

2 1

The creation of tickets
by Marius Flage 18 Oct '07

18 Oct '07

Hi there We've been using RT for a while now and are now in the process of converting to OTRS. One of the features of RT was that you could create new tickets and avoid them getting sent to the customer upon creation. Problem with OTRS is that if you set up a auto response that's supposed to give the user feedback that their ticket has been accepted to the system, this will also happen for tickets created "internally" by the agent. Is it possible to set up auto response so that it only happens when receiving external emails? Marius

2 1

Auto-generated config files
by Jim Edlin 18 Oct '07

18 Oct '07

Can anyone explain to me... 1) what events or circumstances cause generation of configuration files with names like "ZZZAuto.pm" in the /Kernel/Config directory? 2) why these files, when generated, overwrite settings I have made in the Config.pm file (e.g. names of mail servers)? Thanks, Jim Edlin Business Applications Architect Tides Network [t] 415.561.6304 [f] 415.561.6401 [e] jedlin(a)tides.org [w] www.tides.org Tides actively promotes change toward a healthy society, one which is founded on principles of social justice, broadly shared economic opportunity, a robust democratic process, and sustainable environmental practices. Tides believes healthy societies rely fundamentally on respect for human rights, the vitality of communities, and a celebration of diversity.

4 4

[Fwd: automated response on 2.23]
by dean＠headnoodle.com 18 Oct '07

18 Oct '07

Hi, I have a problem with automated responses. If an email is sent into the system by an email address that has never sent to the system, the auto response fails with Can't send to: XXXX(a)XXX.com! Enable debug for more info! if the user sends any other email to open a new ticket after the first one everything works fine. I have tried to enable the debug in SMTP.pm and I guess the debug is in the apache error.log but cannot find any debug information popping up in the log in relation to SMTP. Can anyone tell me A) where is the debug log stored, and B)if this problem is a known one with a known fix. Cheers, Dean.

1 0

Standard Types and Queues
by Buechling, Thomas 18 Oct '07

18 Oct '07

Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de <http://www.rudolph-log.de/> http://www.logeon.net <http://www.logeon.net/> -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

4 7

Automatically update customer data upon incoming email
by Marius Flage 18 Oct '07

18 Oct '07

I've managed to get the synchronization working with AD when I'm creating tickets myself. Then I can retrieve all the fields I've defined for the customer. But when one of the customers in the AD database sends an email to the system, those fields aren't updated at all. If I go to "Customer" and then just search for the customer that's already been entered in the fields by the email, everything works as expected. How can I automatically update these customer fields when the user sends an email? Marius

1 0

"Customer Company" are not diplayed on the Customer list
by Agim Cami 17 Oct '07

17 Oct '07

The "Customer Company" are not displayed on Customer list. Is any workaround on this? -- Agim Cami

3 2

POP3 import of utf-8 emails
by Andreas Unterkircher 17 Oct '07

17 Oct '07

Hi, Somebody has a clue how to get OTRS (Debian, 2.04p01-18) working with emails containing special characters? For example I have here an email with some Turkish characters (like ç ı ğ - hopefully they will remain through mailman). If OTRS is configured with charset=iso-8859-15 (DefaultCharset), PostMasterPOP3.pl is fetching the email from the mailbox and it appears in OTRS. Ok, the Turkish characters are all lost now and replaced by some other never seen characters - but this is logical for an ISO charset like that one. If I now change charset to utf-8, the Perl script immediately spits out an error message as soon as it fetched the mail via POP3: Wide character in syswrite at /usr/share/perl/5.8/Net/Cmd.pm line 436. and exits immediately. And not only that - OTRS is left in a very bad state and PostMasterPOP3.pl believes now it's already running: Notice: PostMasterPOP3.pl is already running (use '-f 1' if you want to start it forced)! I know the trick already how to cleanup the process, but hey, I can't predict that I will never receive such an email again... and in fact it should be possible to receive Greek, Turkish, Russian, ... emails as well in OTRS. Someone has a hint how to handle that situation correctly? Furthermore German umlaut's or the "ß" seems to make problems when charset=utf8, while they are ok when charset=iso-8859-15. Thanks, Andreas

2 1

IRC integration
by Marius Flage 17 Oct '07

17 Oct '07

Hi there I'd like for all my status changes on tickets to be mirrored on a IRC channel used by all helpdesk people. Has anyone done something like this already? I'm thinking about hooking up some simple TCP/socket/signal operations each time a new ticket enters the system and whenever state on this ticket changes. Any hints on how to accomplish this? Marius

3 3

How to disable the display of system messages in ticket zoom view
by Samphan Raruenrom 17 Oct '07

17 Oct '07

This is a sample customer ticket zoom page :- Zoom Ticket : 1000172 Age: 6 minutes Print<http://203.185.132.40/otrs/customer.pl?Action=CustomerTicketPrint&TicketID=…> *Created:* 10/15/2007 15:41:52 |-->customer (webrequest)<http://203.185.132.40/otrs/customer.pl?TicketID=350&Action=CustomerTicketZo…>10/15/2007 15:41:52 |-->customer (webrequest)<http://203.185.132.40/otrs/customer.pl?TicketID=350&Action=CustomerTicketZo…>10/15/2007 15:42:37 |-->system (email-external)<http://203.185.132.40/otrs/customer.pl?TicketID=350&Action=CustomerTicketZo…>10/15/2007 15:42:37 |-->>>*system (email-notification-ext)<http://203.185.132.40/otrs/customer.pl?TicketID=350&Action=CustomerTicketZo…>10/15/2007 15:42:39 * ------------------------------ From: Callcenter OpenOffice.org <2020(a)nectec.or.th> To: samphan(a)osdev.co.th Subject: Re: [Ticket 1000172] New State "open"! *** THIS IS JUST A NOTE *** In the ticket history, you can see the "system (email-external)" and "system (email-notification-ext)" entries. I found this confusing for the customers. Can we turn them off? So that the tree show only customer's and agent's messages and not the system's messages. Of course, I still want to receive the notification email. Thanks. -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

1 1

Injection using /etc/aliases
by Marius Flage 16 Oct '07

16 Oct '07

Hi there I'm trying to inject new emails directly into the OTRS system using /etc/aliases, like this: support: |/usr/share/otrs/bin/PostMaster.pl Problem with this is of course permissions. PostMaster.pl reads /etc/otrs/Database.pm, which contains all the information about the database, but when acting as the mail server system, it won't have read access to this file (naturally). Does anyone know of a workaround for this? One obvious solution would be to add the mail system into the otrs group, thus giving it read access to this file, but I'd really settle for something "fancier" than that. I'm using Debian Etch and the otrs2 package provided by it. Marius

2 2

OTRS Configuration
by Howey, Stephen 16 Oct '07

16 Oct '07

Hi I am pretty new to this program and we would like to set up the OTRS software to allow our Active Directory users to login with their current usernames and passwords that they use to login to the workstations. I am not very comfortable going in and changing the perl files. But it looks like you can change the settings using the SysConfig at least there are a few LDAP options in there. I have tried getting it to work with our AD server but at first it was causing the customer.pl page to display an error for somthing in a customer.pm file. I changed some of the settings in SysConfig and the errors stopped but now the customer login screen does not let any of our users login. Could someone please let me know what I am doing wrong. Not exactly sure which options we need to have enabled for LDAP and what they should be set to. Thanks. howeys(a)clintondaleschools.net

3 2

set log file
by Luca Tebaldi 15 Oct '07

15 Oct '07

Hi i have a otrs 2.0.4 i try to eneble log file in framework->core::Log but the system return in defult options (Syslog)... someone have an idea? What is my error? thank's a lot luca

1 0

AW: [otrs] [Error][Kernel::System::Email::SMTP::Send][127]Can'tconnect to host: Bad file descriptor!
by Buechling, Thomas 15 Oct '07

15 Oct '07

After a lot of search a localized the Error... It seems to be a bug in OTRS: It only appears when i set ( at Config.pm for example ) the Path of the OTRS-Installation $Self->{'FQDN'} = 'helpdesk.rudolph.log:4080'; but not when using port 80 $Self->{'FQDN'} = 'helpdesk.rudolph.log'; The Mail script so seems to use this Value at OTRS 2.2.3 ( not at 2.2.2 ), but it can not handle Port Numbers!!! unfortunately we can not use port 80.. so all the Links in Notification-Mails would be wrong with this setting.. But at least mails can be sent! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Henning Oschwald Gesendet: Donnerstag, 11. Oktober 2007 11:30 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] [Error][Kernel::System::Email::SMTP::Send][127]Can'tconnect to host: Bad file descriptor! On Do, Okt 11 2007, Buechling, Thomas wrote: > I updated from OTRS 2.2.2 to 2.2.3 ( Windows, ITSM 1.0.3 ) and moved > to another host and everything works fine, but i can not send any more > emails! Fetching emails works good, but i can not send any > notifications, mails etc.. > > Can't connect to exchange.rudolph.log: Bad file descriptor! Exchange.rudolf.log is your mail relay host, right? Is there any error message above this one in the logs? Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818-0 :: Fax: +49 (0) 9421 56818-18 http://www.otrs.com/ :: Communication with success!

2 1

migrating otrs 2.0.4 to linux from windows
by Isaac Gonzalez 13 Oct '07

13 Oct '07

Hi all,its been a while since I posted here(that's a good thing cuz OTRS has been working without issues for a year and a half!). I was contemplating migrating our current version and settings of OTRS to a linux box from windows(mysql db is not on the OTRS webserver). Depending on how hard this will be I think we would like to go that route, and then eventually upgrade to the latest and greatest version of OTRS. I was wondering if anyone could shed any light on this or at least point me in the right direction. Thanks in advance. -Isaac G

3 3

More then 10000 customers
by Dan King 12 Oct '07

12 Oct '07

Hey list, I have an issue; my customer_user table has grown considerably in the last little while to slightly above 10000 customers. Now when I click on the customer link and try and search for a customer I receive the following error: Software error: Can't call method "fetchrow_array" on an undefined value at C:/OTRS/otrs//Kernel/System/DB.pm line 543. For help, please send mail to the webmaster (admin(a)your-domain.com <mailto:admin@your-domain.com> ), giving this error message and the time and date of the error. Does anyone know that the issue is or has anyone had success with a customer database so large? Thanks for the help! Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

1 0

Ticket time input fields
by Radek Hladik 12 Oct '07

12 Oct '07

Hi, I have a question regarding time and date input fields, i.e. when changing ticket to pending. How is determined day and month inputs order? And how can I change it? Is it taken from locale or somewhere else? And is there any simple way how to change default value? We postpone almost all tickets to night hours (due to smaller servers load) so it would be great to change this algorithm to provide default value like 22:00 today. Radek

3 3

Apache Failing
by Emily Flynn 12 Oct '07

12 Oct '07

Hi, The Apache service on our OTRS machine keeps on stopping.. and I don't know why. I have it set up in Services that it should attempt to restart each time but doesn't seem to work. I don't know much about apache, but maybe somebody might take a look at this and see what they think? Thanks! - Emily [Thu Oct 04 11:13:07 2007] [notice] Child 404: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Thu Oct 04 11:13:07 2007] [notice] Parent: Received restart signal -- Restarting the server. [Thu Oct 04 11:13:08 2007] [notice] Child 404: Released the start mutex [Thu Oct 04 11:13:09 2007] [notice] Child 404: Waiting for 250 worker threads to exit. [Thu Oct 04 11:13:10 2007] [notice] Child 404: All worker threads have exited. [Thu Oct 04 11:13:10 2007] [notice] Child 404: Child process is exiting [Thu Oct 04 11:13:13 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Thu Oct 04 11:13:13 2007] [notice] Server built: Jan 9 2007 23:17:20 [Thu Oct 04 11:13:13 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Thu Oct 04 11:13:13 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Thu Oct 04 11:13:43 2007] [notice] Parent: Forcing termination of child process 36 [Thu Oct 04 11:14:29 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Thu Oct 04 11:14:29 2007] [notice] Server built: Jan 9 2007 23:17:20 [Thu Oct 04 11:14:29 2007] [notice] Parent: Created child process 3008 [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Child process is running [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Acquired the start mutex. [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Starting 250 worker threads. [Thu Oct 04 11:14:37 2007] [notice] Child 3008: Starting thread to listen on port 80. [Thu Oct 04 16:45:38 2007] [error] [client 10.1.10.54] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico [Thu Oct 04 16:45:38 2007] [error] [client 10.1.10.54] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico [Tue Oct 09 11:42:47 2007] [notice] Child 3008: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Tue Oct 09 11:42:47 2007] [notice] Parent: Received restart signal -- Restarting the server. [Tue Oct 09 11:42:48 2007] [warn] (OS 10038)An operation was attempted on something that is not a socket. : setsockopt(SO_UPDATE_ACCEPT_CONTEXT) failed. [Tue Oct 09 11:42:48 2007] [notice] Child 3008: Released the start mutex [Tue Oct 09 11:42:49 2007] [notice] Child 3008: Waiting for 250 worker threads to exit. [Tue Oct 09 11:42:49 2007] [notice] Child 3008: All worker threads have exited. [Tue Oct 09 11:42:49 2007] [notice] Child 3008: Child process is exiting [Tue Oct 09 11:42:55 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 11:42:55 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 11:42:55 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Tue Oct 09 11:42:55 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Tue Oct 09 11:43:25 2007] [notice] Parent: Forcing termination of child process 36 [Tue Oct 09 11:46:24 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 11:46:24 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 11:46:24 2007] [notice] Parent: Created child process 3676 [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Child process is running [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Acquired the start mutex. [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Starting 250 worker threads. [Tue Oct 09 11:46:31 2007] [notice] Child 3676: Starting thread to listen on port 80. [Tue Oct 09 14:21:08 2007] [notice] Child 3676: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Tue Oct 09 14:21:08 2007] [notice] Parent: Received restart signal -- Restarting the server. [Tue Oct 09 14:21:09 2007] [notice] Child 3676: Released the start mutex [Tue Oct 09 14:21:10 2007] [notice] Child 3676: Waiting for 250 worker threads to exit. [Tue Oct 09 14:21:11 2007] [notice] Child 3676: All worker threads have exited. [Tue Oct 09 14:21:11 2007] [notice] Child 3676: Child process is exiting [Tue Oct 09 14:21:16 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 14:21:16 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 14:21:16 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Tue Oct 09 14:21:16 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Tue Oct 09 14:21:46 2007] [notice] Parent: Forcing termination of child process 36 [Tue Oct 09 14:24:17 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Tue Oct 09 14:24:17 2007] [notice] Server built: Jan 9 2007 23:17:20 [Tue Oct 09 14:24:17 2007] [notice] Parent: Created child process 3440 [Thu Oct 11 03:06:24 2007] -e: Terminating on signal SIGTERM(15) running [Tue Oct 09 14:24:25 2007] [notice] Child 3440: Acquired the start mutex. [Tue Oct 09 14:24:25 2007] [notice] Child 3440: Starting 250 worker threads. [Tue Oct 09 14:24:25 2007] [notice] Child 3440: Starting thread to listen on port 80. [Thu Oct 11 03:08:06 2007] [warn] pid file C:/OTRS/Apache2/logs/httpd.pid overwritten -- Unclean shutdown of previous Apache run? [Thu Oct 11 03:08:09 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Thu Oct 11 03:08:09 2007] [notice] Server built: Jan 9 2007 23:17:20 [Thu Oct 11 03:08:09 2007] [notice] Parent: Created child process 1028 [Thu Oct 11 03:08:17 2007] [notice] Child 1028: Child process is running [Thu Oct 11 03:08:17 2007] [notice] Child 1028: Acquired the start mutex. [Thu Oct 11 03:08:17 2007] [notice] Child 1028: Starting 250 worker threads. [Thu Oct 11 03:08:17 2007] [notice] Child 1028: Starting thread to listen on port 80.

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OTRS Webmail client non-functional. REPOST
by Mark Nernberg 11 Oct '07

11 Oct '07

This is a repost, as there has been no positive response. This is now the FOURTH TIME I am posting! Getting some reasonable answer would be nice. I have a new deployment of OTRS 2.2.3, with the OTRS Webmail client (v. 0.11.2). The Webmail client is disfunctional. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. But, when clicking on a message to display it, I get the OTRS screen, and a "View" menu (with back/reply/reply-all/plain/delete), and a small grey area marked "options", but the message never displays. If someone would like, I'll include a screenshot. There are no apparent errors showing in my Apache error log, nor in the system message log. The only error message is from the OTRS log: Wed Oct 10 10:19:19 2007 notice OTRS-CGI-10 Totally empty attachment part (1) In MS-Outlook, or any one of a number of webmail clients, there's no problem, so its not a structural issue with the email itself. Advice, anyone? -- Mark J. Nernberg

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OTRS Tags are not translated
by Andrej Šimko 11 Oct '07

11 Oct '07

Hi everybody. I have problem to setup OTRS Notifications in my language. OTRS Tags like OTRS_TICKET_State are not translated. Vašeho tiketu "2007101110000045" na "pending auto close-" There is always english state phrase. Does anybody know how to fix this? Or is it a bug? Thank you! Andrej

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signature of user in response email
by Andrew Meyer 11 Oct '07

11 Oct '07

Hi, Lately my company has been getting some complaints that they are unaware of who is responding to the email they send into the helpdesk. When a Helpdesk tech responds to a ticket his or her name is put down at the very bottom of the email instead of putting it right at the top where the response goes. Is there a way to fix so that when I Empty Answer, it put my name at the top after it says: Dear Person, Blah blah blah Thank you for using the helpdesk, Someones Name Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

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AW: [otrs] [Error][Kernel::System::Email::SMTP::Send][127]Can'tconnect to host: Bad file descriptor!
by Buechling, Thomas 11 Oct '07

11 Oct '07

Hallo, thanks for your fast reply! exchange.rudolph.log is our mail server, yes... there are no other errors as far as i can see... [Wed Oct 10 15:36:47 2007][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketQueue&QueueID=2:root@localhost) [Wed Oct 10 15:36:58 2007][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketCompose&ResponseID=1&TicketID=2&ArticleID=2:root@localhost) [Wed Oct 10 15:37:02 2007][Error][Kernel::System::Email::SMTP::Send][127] Can't connect to exchange.rudolph.log: Bad file descriptor! [Wed Oct 10 15:37:02 2007][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketCompose:root@localhost) [Wed Oct 10 15:37:27 2007][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 2s taken (URL:Action=AdminSysConfig:root@localhost) -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Henning Oschwald Gesendet: Donnerstag, 11. Oktober 2007 11:30 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] [Error][Kernel::System::Email::SMTP::Send][127]Can'tconnect to host: Bad file descriptor! On Do, Okt 11 2007, Buechling, Thomas wrote: > I updated from OTRS 2.2.2 to 2.2.3 ( Windows, ITSM 1.0.3 ) and moved > to another host and everything works fine, but i can not send any more > emails! Fetching emails works good, but i can not send any > notifications, mails etc.. > > Can't connect to exchange.rudolph.log: Bad file descriptor! Exchange.rudolf.log is your mail relay host, right? Is there any error message above this one in the logs? Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818-0 :: Fax: +49 (0) 9421 56818-18 http://www.otrs.com/ :: Communication with success!

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