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FW: [otrs] cron jos in windows
by Mamakwa M. Sefiri 31 Jan '07

31 Jan '07

Can some please give me a clue as to how to solve the problem below. _____ From: Mamakwa M. Sefiri Sent: 30 January 2007 12:38 PM To: User questions and discussions about OTRS.org Subject: [otrs] cron jos in windows Can someone please help me I need help with cron jobs, I have set up the postmaster pop3 account, have checked cron services and they are running. Please advise I have activated custemergroupsupport and still can not see list of users Thanks Mamkwa _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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Server config for our setup - recommendations?
by Jan Miczaika 31 Jan '07

31 Jan '07

Hello, we currently receive about 400 tickets per day, with a total of maybe 100.000 tickets in the system. OTRS is slowing down our server, so we would like to put it on a dedicated machine (this machine would be running both Apache & mySQL). My spec: 1 x Intel 5130 Xeon Dual Core 2048 MB RAM 2 x 160 GB HDD (RAID 1) Will this machine be able to comfortably handle three operators working on the daily tickets? Alternatively I would perhaps choose a Intel Core 2 Duo E6600 2,40 GHz, if CPU is not very important. Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - coming soon: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln

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how to configure mail server
by Amit Jain 31 Jan '07

31 Jan '07

Dear all, I have installed OTRS on linux. Whenever the customer opens a ticket from Customer web interface I want that ticket also to be mailed to my ID. Is it possible and if yes then how? Also when the agent replies the ticket it should be mailed to customer's mail id. Can I also configure my outlook for it ? Thanks in advance. Regards, Amit Jain Regards, Amit Jain

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Autoset responsible
by Davide Bortolini 31 Jan '07

31 Jan '07

Hi all, i'm using otrs for manage requests from users. I need to set automatically a responsible id for each ticket comes from email. If i set ResponsibleAutoSet it sets responsible to uid 1. It is a way to set what responsible id I want?? Thanx Davide Bortolini

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customer organisation
by Minor, Thomas 30 Jan '07

30 Jan '07

Hello, I have a little question about the customer organisation within the OTRS. As far as I see it, there is no hierarchy visible when it comes to the customer. What I would like to have is a Customer, which can be customized with some neccessary Informations and then some customer contacts assigned to this customer. At the moment I map this by assigning the same CustomerID to all the contacts. But this is just a poor replacement. So, has anyone implemented such a feature yet or is something like this planned? Or would anyone be interested in this feature, too. Take care, -- ---------------------------------------------------------- Thomas Minor Development Niggemann Innovations GmbH Hauptsitz: Heinrich-Hertz-Str. 4, 59423 Unna Geschäftsführer: Olaf Niggemann Amtsgericht Hamm, HRB 3966 Fon : +49 (2303) 96 601 - 451 Fax : +49 (2303) 96 601 - 99 451 http://www.niggemann-innovations.de Ein Unternehmen der Niggemann Group -- ----------------------------------------------------------

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Forwarding Email Generated Tickets to Technical staff.
by Janet Post 30 Jan '07

30 Jan '07

Hello everyone, I have just implemented otrs at my organization, but it is not working out quite the way I need it to and I am hoping someone here can help. We receive tickets from an external call center by email, usually in HTML format with screen shots to help clarify problems to our technical staff. OTRS needs to take this email, generate a ticket number to tack onto the subject, and than forward the email unchanged to our technicians via email. So far, the best I can do to forward the email is to send notifications that there is a new ticket and set the <OTRS_CUSTOMER_EMAIL[2000]> to a very high number of lines, (like 2000). This does not forward the html email, but rather changes it to text which badly mangles charts and tables and does not include any graphics. Is there a way to fix this problem? Janet Post

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MS SQL error importing schema file
by Robin Mordasiewicz 30 Jan '07

30 Jan '07

I am running Microsft Ms SQL 2000 and I am getting an error while trying to import the schema file. erver: Msg 156, Level 15, State 1, Line 47 Incorrect syntax near the keyword 'system_user'. Server: Msg 170, Level 15, State 1, Line 469 Line 469: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 493 Line 493: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 510 Line 510: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 524 Line 524: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 552 Line 552: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 657 Line 657: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 781 Line 781: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 807 Line 807: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 824 Line 824: Incorrect syntax near 'MAX'. --

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Hardware spec for our setup - recommendations?
by Jan Miczaika 30 Jan '07

30 Jan '07

Hello, we currently receive about 400 tickets per day, with a total of maybe 100.000 tickets in the system. OTRS is slowing down our server, so we would like to put it on a dedicated machine (this machine would be running both Apache & mySQL). My spec: 1 x Intel 5130 Xeon Dual Core 2048 MB RAM 2 x 160 GB HDD (RAID 1) Will this machine be able to comfortably handle three operators working on the daily tickets? Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - coming soon: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln

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Using of national characters in Config.pm
by Oleg O. Orlov 30 Jan '07

30 Jan '07

What code page or trick have I use to determine queue name, which was defined (in admin interface) using interational symbols ???

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error while submitting the ticket
by Amit Jain 30 Jan '07

30 Jan '07

Dear All, Whenever I try to create a new ticket and click on send mail, I get the following error. Software error: Cant write /opt/otrs/var/log/Ticketcounter.log: at ../..//Kernel/System/Ticket/ Number/DateChechsum.pm line 87 I created one file too Ticketcounter.log in /opt/otrs/var/log/ and set the permissions to 775, but still it gives same error. Please help as it is urgent. Regards, Amit Jain

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How to provide "Expanded view" of tickets
by Oleg O. Orlov 30 Jan '07

30 Jan '07

I know Ticket zoom mode is for more convenient view of Ticket for Staff But, it would be perfect to have "Full expanded view" : In this view we expect reads all notes in one long list with authors labels. Please answer, how to resolve this by changing config or do you planing something like this??? P.S. This mode can really optimise time of operators answer and decision of another staff

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cron jos in windows
by Mamakwa M. Sefiri 30 Jan '07

30 Jan '07

Can someone please help me I need help with cron jobs, I have set up the postmaster pop3 account, have checked cron services and they are running. Please advise I have activated custemergroupsupport and still can not see list of users Thanks Mamkwa

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Help - A rogue administrator locked everyone out
by Philip Mark Donaghy 30 Jan '07

30 Jan '07

Hi, I am trying to restore admin access to the system users who were locked out by a rogue administrator. Unfortunately this kind of thing can happen. I have access to the mysql data and I am using otrs 2.0.4. >From what I can see the column valid_id in the group Admin (id = 2) should be set to 1. And then the table group_user requires a certain number of permissions. The user administrator has the permission_key rw set with the permission_value 1. Yet this user does not have an admin link. If I login it as administrator and go directly to the link http://localhost/otrs/index.pl?Action=AdminGroup The error I have is "No permission". Please Help, Philip -- Philip Donaghy donaghy.blogspot.com del.icio.us/donaghy/philip Skype: philipmarkdonaghy Office: +33 5 56 60 88 02 Mobile: +33 6 20 83 22 62

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Fwd: Possible solution to your "[otrs] Notification problems"
by Ramziddin Artykov 30 Jan '07

30 Jan '07

---------- Forwarded message ---------- From: Ramziddin Artykov <rartykov(a)gmail.com> Date: Jan 30, 2007 2:18 PM Subject: Re: Possible solution to your "[otrs] Notification problems" To: Armando De la Re Vega <armando.delare(a)intersel.com.mx> Hi Armando Thanks for your fast reply and help.Although I have done all the things you have written, that was useless. May be something more I should do. I have noticed one more thing.When a customer opens a new ticket form web interface it sets the owner of the ticket as the root@localhost. But the user "Ali" shoulb be there i think. Maybe this something to consider. I'm looking forward to your reply or others' reply. On 1/22/07, Armando De la Re Vega <armando.delare(a)intersel.com.mx> wrote: > > Ramziddin Artykov: > > I don´t know how to reply an answer in OTRS lists, so I will reply you by > email and maybe you could list it. > I have a similar problem. > 1) I put the "Send me a notification if there is new ticket in my queues" > to "yes" > 2) If a customer send an email to my otrs email it send notification of > "new ticket" > 3) But if a customer send it from the customer webinterface, it doesn't > send a notification. > > Searched otrs lists and bugzilla and finally found something. > Hope this possible solution helps you. > > Regards, Armando de la Re > > #####################POSIBLE SOLUTION################################ > Bug 977 > http://bugs.otrs.org/show_bug.cgi?id=977 > "No notification for new ticket from webinterface" > > > ---------------------------------------------------------------------------------------- > In Kernel/System/Web/InterfaceCustomer.pm you can find the following line: > > $Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); > > Change it to: > $Self->{CustomerGroupObject} = > Kernel::System::CustomerGroup->new(%{$Self}); > ---------------------------------------------------------------------------------------- > > ####################################################################### > > >Date: Mon, 22 Jan 2007 20:14:05 +0500 > >From: "Ramziddin Artykov" < rartykov(a)gmail.com> > >Subject: [otrs] Notification problems > >To: otrs(a)otrs.org > >Message-ID: > > > >Hi > > >I am currently analysing otrs 2.1 with some definite purposes > >I've noticed that it doesn't send any notification to user accaount > >when he receives new ticket from the customer. I've checked the checkbox > >that tells > >"Send me a notification if there is new ticket in my queues" i have "yes" > to > >there. > >But it was useless. However it does send a notification about a follow-up > >What might be the problem. Please help ASAP. > > >Regards > > >Ramziddin >

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WebUploadCacheModule
by Jozsef Valkai 30 Jan '07

30 Jan '07

I want to store attachments in FS, I setp up this in Config.pm: $Self->{WebUploadCacheModule} = 'Kernel::System::Web::UploadCache::FS'; But I cannot find attachment in the FS, where can I find? How can I change the path of "upload" folder? -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

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RE: [otrs] Disconnect invalidates 1 active statement handle
by David Hatcher 30 Jan '07

30 Jan '07

Never mind, I think I got it. I came across bug 1231 from http://bugs.otrs.org/show_bug.cgi?id=1231. I changed the code as indicated and the problem seems to be resolved. -Dave --- Kernel/System/DB.pm.old Wed Jun 14 15:45:49 2006 +++ Kernel/System/DB.pm Wed Jun 14 15:43:12 2006 @@ -217,6 +217,7 @@ ); } # do disconnect + $Self->{Curser}->finish() if (defined($Self->{Curser})); $Self->{dbh}->disconnect() if ($Self->{dbh}); return 1; } -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Hatcher Sent: Monday, January 29, 2007 2:50 PM To: User questions and discussions about OTRS.org Subject: [otrs] Disconnect invalidates 1 active statement handle Hello, Every 10 minutes I receive the message "You have new mail in /var/spool/mail/root." The mail indicates the following line. DBI::db=HASH(0xa185448)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 222, <PRODUCT> line 4. I can see line 222 as... $Self->{dbh}->disconnect() if ($Self->{dbh}); ...but how does this relate to line 4 and how do I fix this problem? Thanks, David [root@raidsrv04 mail]# You have new mail in /var/spool/mail/root >From otrs(a)raidsrv04.tanner.com Mon Jan 29 14:40:04 2007 Return-Path: <otrs(a)raidsrv04.tanner.com> Received: from raidsrv04.tanner.com (localhost.localdomain [127.0.0.1]) by raidsrv04.tanner.com (8.13.8/8.13.8) with ESMTP id l0TMe3uf025169 for <root(a)raidsrv04.tanner.com>; Mon, 29 Jan 2007 14:40:03 -0800 Received: (from otrs@localhost) by raidsrv04.tanner.com (8.13.8/8.13.8/Submit) id l0TMe3tJ025166; Mon, 29 Jan 2007 14:40:03 -0800 Date: Mon, 29 Jan 2007 14:40:03 -0800 Message-Id: <200701292240.l0TMe3tJ025166(a)raidsrv04.tanner.com> From: root(a)raidsrv04.tanner.com (Cron Daemon) To: root(a)raidsrv04.tanner.com Subject: Cron <otrs@raidsrv04> $HOME/bin/GenericAgent.pl -c db >> /dev/null Content-Type: text/plain; charset=UTF-8 Auto-Submitted: auto-generated X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> DBI::db=HASH(0xa185448)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 222, <PRODUCT> line 4. _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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Disconnect invalidates 1 active statement handle
by David Hatcher 29 Jan '07

29 Jan '07

Hello, Every 10 minutes I receive the message "You have new mail in /var/spool/mail/root." The mail indicates the following line. DBI::db=HASH(0xa185448)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 222, <PRODUCT> line 4. I can see line 222 as... $Self->{dbh}->disconnect() if ($Self->{dbh}); ...but how does this relate to line 4 and how do I fix this problem? Thanks, David [root@raidsrv04 mail]# You have new mail in /var/spool/mail/root >From otrs(a)raidsrv04.tanner.com Mon Jan 29 14:40:04 2007 Return-Path: <otrs(a)raidsrv04.tanner.com> Received: from raidsrv04.tanner.com (localhost.localdomain [127.0.0.1]) by raidsrv04.tanner.com (8.13.8/8.13.8) with ESMTP id l0TMe3uf025169 for <root(a)raidsrv04.tanner.com>; Mon, 29 Jan 2007 14:40:03 -0800 Received: (from otrs@localhost) by raidsrv04.tanner.com (8.13.8/8.13.8/Submit) id l0TMe3tJ025166; Mon, 29 Jan 2007 14:40:03 -0800 Date: Mon, 29 Jan 2007 14:40:03 -0800 Message-Id: <200701292240.l0TMe3tJ025166(a)raidsrv04.tanner.com> From: root(a)raidsrv04.tanner.com (Cron Daemon) To: root(a)raidsrv04.tanner.com Subject: Cron <otrs@raidsrv04> $HOME/bin/GenericAgent.pl -c db >> /dev/null Content-Type: text/plain; charset=UTF-8 Auto-Submitted: auto-generated X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> DBI::db=HASH(0xa185448)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 222, <PRODUCT> line 4.

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Notifications
by Gonzalo Servat 29 Jan '07

29 Jan '07

Hi All, I've just switched from RT to OTRS (RT is great, but it requires too many dependencies and far too advanced for my needs). So far I have everything pretty much how I want it. The only thing I'd like to be able to do is configure events, for example if I change the state of a ticket to Closed, THEN send an e-mail to the user. For any other state, don't send anything. Is this possible? Thanks! Regards, Gonzalo

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Need demo data for OTRS 2.1
by gross＠prival.ca 27 Jan '07

27 Jan '07

Hi list! I am testing out OTRS 2.1 as we are looking for a good open source ticket tracking solution. We would like to test the stats features a bit more, would anyone have a relatively big database of tickets, either dummy or real with no confidential information that they would be willing to share? Thank you Guillaume Ross Systems administrator www.prival.ca -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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Installation problems - newbie questions.
by Liz Burke-Scovill 26 Jan '07

26 Jan '07

Hi, all. My apologies up front for what are probably newbie questions. Let me first explain what some of my constraints are and then describe my problem: 1. I cannot install as root - I *do not* have root access...or su access or sudo access for that matter. I am working on installing OTRS as a demo installation for a project that will evaluate whether or not to use OTRS as part of our current environment. It is likely that we will continue to keep OTRS set up in a similar manner so that the Build/Tools team may continue to support it. 2. I must use Oracle as a db back end. So far that has not been an issue. I've been able to run the sql scripts without a problem. 3. The dir where I am installing this is not in the home directory of the user that I am using to install OTRS. Again, not something that is easily changed in our environment. So. That being said. I'm trying to install to the following: RHEL4 update 3 or 4 Oracle 10g Perl 5.8.5 Apache 2.0.59 I am getting the following error: Died at Defaults.pm line 1803. The line in question is telling me that $HOME/RELEASE file is not available. Regardless of whether I set $HOME manually or not to $OTRS_HOME, I get this error. a) can I just use on of the binaries at this point? If so - which one? It says there's one for RH 7 and 8, but nothing for RHEL4? b) I've gotten far enough into building from source, that I'd love to be able to figure this out - but honestly my demo is coming up quickly and I have other documentation I have to get done before then. Any other ideas? Thank you for your time and assistance. Liz -- Imagination is intelligence having fun... fiddledragon(a)gmail.com

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Survey Modules
by Dave Wojciechowski 26 Jan '07

26 Jan '07

Anyone use the survey modules and if so how do they work for you?

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Sync bind failed!
by mike conigliaro 26 Jan '07

26 Jan '07

i get this error when an agent logs into the system with ldap authentication. [Error][Kernel::System::Auth::LDAP::Auth][Line:257]: Sync bind failed! No password, did you mean noauth or anonymous ? does anyone know what this means? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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No plain email in backend
by Nils Breunese (Lemonbit) 26 Jan '07

26 Jan '07

Hello, I received an email that has both a plain text and an HTML version of the message as attachments. The message displays in OTRS just fine (the plain text version). However, when I want to view the message source I get the following error: ---- Can't read plain article! Maybe there is no plain email in backend! Read Backend[..] Commentaar: Please contact your admin! Foutrapport: Terug traceren: ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Fri Jan 26 16:06:26 2007 Message: No plain article (article id 8729) in database! Traceback (18031): Module: Kernel::System::Ticket::ArticleStorageDB::ArticlePlain (v1.37) Line: 318 Module: Kernel::Modules::AgentTicketPlain::Run (v1.4) Line: 71 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 ---- Any ideas? I already submitted this to Bugzilla: http://bugs.otrs.org/ show_bug.cgi?id=1594 Nils Breunese.

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Email between agents
by remi 26 Jan '07

26 Jan '07

Hi list, I'd appreciate some advice. I'm using OTRS for a support box with a staff of 4 people. This works pretty good :-) Incoming tickets can be assigned to people etc. Each agent currently also has their own webmail box, name@company. Since some clients send support requests to the agent directly, I thought it'd be nice to include these boxes also into OTRS (using pop3). The management of e-mail the OTRS way is easier than a box full of mail via POP3 anyway ;-) Wel, I've setup the queues etc. The mail comes into the queues and this works well. Since all 4 agents have their mail in ORTS, and also the support box, what would be the best way to e-mail another agent? I mean a new ticket here, not a note to a customer ticket. Just as you would do when you wrote a new mail to a colleague using a mail client. Agents used to send mail to each other at name@company, but when they do this with OTRS, this mail does not arrive in the queue of the particular agent, but is added to the ticket owned by the sending agent. (of course it is!) Since the sending agent usually creates this ticket from their own queue, they have to make sure to move the ticket to the queue of the receiver (and need permissions for that), change the owner to the name of the agent the message is for and also make sure the ticket isn't locked. Is this the way it is supposed to work, or is there an easier way to send mail to another agent? I'm a bit confused :-) Thanks for any help! grtx,remi

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[error] Got no TicketObject! at /opt/otrs/Kernel/Output/HTML/NotificationAgentTicketSeen.pm line 30.
by Steve Shippa 26 Jan '07

26 Jan '07

I've been running otrs 1.3.2 for a few years now on Solaris 9, postgresql 7.{something} (can't remember off the top of my head) and it's now time to upgrade. I've built Solaris 10, postrgresql 8.x, and downloaded otrs 2.1.4, configured the web server (apache2 w/mod-perl), etc, etc. I get the logic screen and when I attempt to login (root@localhost) I get this in the otrs.log file: [Wed Jan 24 21:17:30 2007][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok This looks right to me, but then after waiting about a minute (some sort of timeout), I get the following error in the browser: Software error: Got no TicketObject! at /opt/otrs//Kernel/Output/HTML/NotificationAgentTicketSeen.pm line 30. Nothing else shows up in the otrs.log and get the same error in the apache log: [error] Got no TicketObject! at /opt/otrs//Kernel/Output/HTML/NotificationAgentTicketSeen.pm line 30. I've googled and searched the mail archives, but have been unsuccessful in my searching. Does anyone have any ideas? Thanks, -Steve

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Re: Error: Need TicketID!
by daniele.otrs 25 Jan '07

25 Jan '07

The page is CustomerHeader.dtl in \OTRS\otrs\Kernel\Output\HTML\Standard Help !!!! ----- Original Message ----- From: daniele.otrs To: User questions and discussions about OTRS.org Sent: Thursday, January 25, 2007 5:47 PM Subject: Error: Need TicketID! I have modified page CUSTOMER inserting the logo of the society. Now when a CUSTOMER opens a TICKET has the following message Errore: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Jan 25 17:37:36 2007 Message: Need TicketID! Traceback (440): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.128) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.12) Line: 285 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16) Line: 695 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 . Why?

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Error: Need TicketID!
by daniele.otrs 25 Jan '07

25 Jan '07

I have modified page CUSTOMER inserting the logo of the society. Now when a CUSTOMER opens a TICKET has the following message Errore: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Jan 25 17:37:36 2007 Message: Need TicketID! Traceback (440): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.128) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.12) Line: 285 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16) Line: 695 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 . Why?

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Need in more than 16 FreeText fields
by Oleg O. Orlov 25 Jan '07

25 Jan '07

Hi, All ! Please help me by answer to question : How to extend standard number (16) of FreeText fields ?

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Agent Notifications
by Hellebust, Dan 25 Jan '07

25 Jan '07

We've been noticing that when an agent gets assigned as Owner of a ticket they are getting two notifications: en::Agent::AddNote and en:Agent::OwnerUpdate Has someone found a way to disable one or the other of these notifications for this circumstance? I'd settle for just the AddNote notification if it isn't a simple thing to only have the OwnerUpdate go out. Any ideas? /******************************/ Dan Hellebust Information Specialist I Administration and Finance University of Kansas 785-864-5937 danielh(a)ku.edu /******************************/

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Forwarding of notes
by Alexander Scholler 25 Jan '07

25 Jan '07

Hi, since v2.1.4 or even before, it's not possible to forward a note (agent is owner of ticket). I know that this was possible in fewer versions of OTRS. What's your experience? I reported this in http://bugs.otrs.org/show_bug.cgi?id=1200 Bye, Alex

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Passed time
by daniele.otrs 24 Jan '07

24 Jan '07

When I close a TICKET the passed time continuous to increase. Why? How I can make so that the time passed firm of the TICKET at the close? Please is important Thanks! Daniele

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FW: [otrs] Re: OTRS on Windows
by Mamakwa M. Sefiri 24 Jan '07

24 Jan '07

Can someone please help me regarding the problem below -----Original Message----- From: Mamakwa M. Sefiri Sent: 24 January 2007 11:28 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Re: OTRS on Windows I have Installed OTRS 2.1 on Windows XP. I need help to activate cron jobs and activate all users from the Active directory to can be able to log onto the system with their username and password. What do I user to run the commands, do I have to use command prompt? -----Original Message----- From: Shawn [mailto:shawn.beasley@freenet.de] Sent: 11 January 2007 01:13 PM To: otrs(a)otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri <msefiri <at> nrf.ac.za> writes: > > > > > > Hi there > > > > I had the OTRS system installed using Linix and I did not > back it up. Last week I reinstalled the system on Windows. > > > > I need to activate customer form the active Directory, get > the mails to send and receive, can some one please advise. > That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Re: OTRS on Windows
by Mamakwa M. Sefiri 24 Jan '07

24 Jan '07

I have Installed OTRS 2.1 on Windows XP. I need help to activate cron jobs and activate all users from the Active directory to can be able to log onto the system with their username and password. What do I user to run the commands, do I have to use command prompt? -----Original Message----- From: Shawn [mailto:shawn.beasley@freenet.de] Sent: 11 January 2007 01:13 PM To: otrs(a)otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri <msefiri <at> nrf.ac.za> writes: > > > > > > Hi there > > > > I had the OTRS system installed using Linix and I did not > back it up. Last week I reinstalled the system on Windows. > > > > I need to activate customer form the active Directory, get > the mails to send and receive, can some one please advise. > That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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notifications CUSTOMER
by daniele.otrs 23 Jan '07

23 Jan '07

Hi, If a CUSTOMER opens ticket he it comes notified when AGENT takes in management the ticket. It is possible not to send the notifications to a single CUSTOMER? Daniele

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Help CustomerGroupSupport
by daniele.otrs 23 Jan '07

23 Jan '07

Hi, I have activated the CustomerGroupSupport within SysConfig Frontend:Customer in order to manage the Customer-Group. Now if I open a TICKET from the Customer.pl page to the agent does not come more sended the email than notification of opening TICKET Why? Daniele

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Re: [otrs] Triggering PhoneCallCustomer
by tcdh5u402＠sneakemail.com 23 Jan '07

23 Jan '07

Good morning Alex, Thanks for your quick response. My comments are below. >> How do I show that the customer emailed an address other than the >> otrs pop3 support(a)example.org address? That is, if the customer >> emails a tech >>directly? > > I don't undertstand that question. Please be more precise. I've configured otrs to poll support(a)example.org for incoming mail. Unfortunately, not all of my customers send support requests to this address -- some send them to john.doe(a)example.org (because John Doe has been particularly helpful in the past) and some customers physically stop my support personnel in the hallway and ask them for help. I suppose what I'm asking for is the addition of the following communication types: email (inbound and outbound) telephone (inbound and outbound) fax (inbound and outbound) face-to-face (inbound and outbound) instant message (inbound and outbound) etc. (I suppose there's no reason that these shouldn't be user-configurable.) If the developers slightly modify the interface this would probably be simple easy to implement. If instead of having 'Phone-Ticket' and 'Email-Ticket' buttons they had 'Inbound Contact' and 'Outbound Contact' then the user would be able to specify the communication type on the following screen. Thanks for your time, Cory

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ldap customer backend (data sync question)
by mike conigliaro 22 Jan '07

22 Jan '07

ive been able to get the ldap customer backend working, but if the user doesnt already exist in the customer_user table, i get a message like this in the log: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'username' (REMOTE_ADDR: x.x.x.x) i guess what im not sure about is whether or not the ldap/otrs data is supposed to sync automatically. and if it's not, how do you handle a situation where you have hundreds of customers in ldap which dont yet exist in otrs? i hope i dont have to manually add each customer... -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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RE: [otrs] Strange Perl error
by Mark de Bruijn 22 Jan '07

22 Jan '07

Im having the same issue. It started when i scheduled a PostmasterPOP3.pl job in Windows. Could it be that the standard windows scheduler in cooperation with Perl causes this error? Regards, Mark de Bruijn -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bud Bennett Sent: maandag 22 januari 2007 16:42 To: otrs(a)otrs.org Subject: [otrs] Strange Perl error I've been noticing some odd behavior with Perl which was installed with the windows installation of OTRS. The OS is Windows 2003 Server. Basically, it's segfaulting every 10 minutes and has been Doing this every day for the last month. Here's the Error that I'm getting in the event viewer. Faulting application perl.exe, version 5.8.8.819, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. This isn't really affecting the operation of OTRS at all, But it's just clogging up the event viewer with garbage. It seems to be so regular, could it be related to the mail Function? Any ideas as to how to troubleshoot this? Thanks. -- Bud Bennett Server and Network Infrastructure Specialist Phone : 403-260-6641 Cell : 403-809-9979 E-mail: bbennett(a)electrobusiness.com ElectroBusiness The document exchange companyT 258 - 3553 31 Street NW Calgary, Alberta Canada T2L 2K7 Customer Support: call 403-266-6272 (Select option 1) or email support(a)electrobusiness.com The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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Strange Perl error
by Bud Bennett 22 Jan '07

22 Jan '07

I've been noticing some odd behavior with Perl which was installed with the windows installation of OTRS. The OS is Windows 2003 Server. Basically, it's segfaulting every 10 minutes and has been Doing this every day for the last month. Here's the Error that I'm getting in the event viewer. Faulting application perl.exe, version 5.8.8.819, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. This isn't really affecting the operation of OTRS at all, But it's just clogging up the event viewer with garbage. It seems to be so regular, could it be related to the mail Function? Any ideas as to how to troubleshoot this? Thanks. -- Bud Bennett Server and Network Infrastructure Specialist Phone : 403-260-6641 Cell : 403-809-9979 E-mail: bbennett(a)electrobusiness.com ElectroBusiness The document exchange companyT 258 - 3553 31 Street NW Calgary, Alberta Canada T2L 2K7 Customer Support: call 403-266-6272 (Select option 1) or email support(a)electrobusiness.com The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message.

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RE: [otrs] Time Accounting report
by Beugen, Peter van 22 Jan '07

22 Jan '07

I think this will do: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE year(t.create_time) = '2006' GROUP BY t.create_by It will give you userid, firtstname, lastname, total work-units In 2006 Custom the query yourself or mail me if you need any more help regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Atanas Karashenski Verzonden: maandag 22 januari 2007 15:43 Aan: otrs(a)otrs.org Onderwerp: [otrs] Time Accounting report Hello, I use OTRS 2.1.4 on SuSE 10.2 and I want to create a report which calculates work units spent by agents working on tickets with particular customerID during given month. Is it possible to create such report using report creation wizard or I have to do additional coding? In case I have to do some coding what is the way to integrate it with OTRS - I checked developer documentation, but it seems that there are some differences between 2.0 and 2.1 versions (Only 2.0 is available on the web site). Thank you very much Atanas Karashenski _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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sub-queue-ing
by Alex Mihicinac 22 Jan '07

22 Jan '07

Hi all, i've noticed, that OTRS allows only 3 levels of sub-queues. Is there a reason why is that and is it possible to extend that to more than 3 levels. Example: 1. level: main_queue: 2. level: sub_queue 3. level: sub_queue best regards, P.S. we are still using OTRS 2.0 - is this issue relevant for version 2.1 too? --alexm

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Notification problems
by Ramziddin Artykov 22 Jan '07

22 Jan '07

Hi I am currently analysing otrs 2.1 with some definite purposes I've noticed that it doesn't send any notification to user accaount when he receives new ticket from the customer. I've checked the checkbox that tells "Send me a notification if there is new ticket in my queues" i have "yes" to there. But it was useless. However it does send a notification about a follow-up What might be the problem. Please help ASAP. Regards Ramziddin

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Time Accounting report
by Atanas Karashenski 22 Jan '07

22 Jan '07

Hello, I use OTRS 2.1.4 on SuSE 10.2 and I want to create a report which calculates work units spent by agents working on tickets with particular customerID during given month. Is it possible to create such report using report creation wizard or I have to do additional coding? In case I have to do some coding what is the way to integrate it with OTRS - I checked developer documentation, but it seems that there are some differences between 2.0 and 2.1 versions (Only 2.0 is available on the web site). Thank you very much Atanas Karashenski

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Can't use an undefined value as a HASH reference
by Piergiovanni Gualotto 22 Jan '07

22 Jan '07

i have a problem in the some form , "Phone Ticket" or "Search" . When i insert in the text box "From :" a string to match a customer user i get this error : Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1005. and so in AgentUtilities , AgentEmail and i think with other Agents . In the line 1005 there is : ........... 1004 : if ($Param{ArticleID}) { 1005 : return %{$Content[0]}; 1006 : } 1007 : else { 1008 : return @Content; 1009 : } ......... thanks for reply ........ -- «««««««««««««««««««»»»»»»»»»»»»»»»»»»»» « Piergiovanni Gualotto » « Primeur » « Via Domenico Sansotta, 97 » « 00144 Roma - ITALY » «««««««««««««««««««»»»»»»»»»»»»»»»»»»»» @: piergiovanni.gualotto(a)primeur.com T: 010.8619437 M: 3297709285 W: http://www.primeur.com

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User information form different tables/databases?
by Serge Melnikov 20 Jan '07

20 Jan '07

Hello, probably this question was discussed here before, but is it possible to get a user information from different tables? Like login and password data from one table of external database and personal information from another? I tried to customize a database backend, like it is shown in documentation, but there is only one field "Table", where the table from the custom database, defined previously could be chosen. Is there anybody, who had the same problem and can help? -------------------------------- DJTUNES.COM GmbH Software Development Kohlenstraße 51 44795 Bochum, Germany Fon +49 234. 3 88 48 - 0 (Zentrale) Fon +49 234. 3 88 48 - 120 (Persönlich) Fax +49 234. 3 88 48 - 123 E-Mail: sme(a)djtunes.com www.djtunes.com -------------------------------- Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

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How tos
by prabhakar g 20 Jan '07

20 Jan '07

hi can any body send me howts to install otrs on centos -- thanx and regards Prabhakar.G

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service httpd restart problem..?
by prabhakar g 20 Jan '07

20 Jan '07

hi i am new to otrs i am intsalling otrs on centos ,when i installed everything and finally when i am trying to start httpd servise its giving me error service httpd restart Stopping httpd: [FAILED] Starting httpd: [Sat Jan 20 11:36:00 2007] [error] Can't locate Apache.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at /usr/lib/perl5/5.8.5/CGI.pm line 195.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 17.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.plline 17.\nCompilation failed in require at (eval 2) line 1.\n [Sat Jan 20 11:36:00 2007] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server otrs.globe7.com:0, exiting... [FAILED] please give me the solution -- Prabhakar.g Network Engineer Hyderabad-34,India

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Unable to open file process_id.MYI
by Parag Mehta 19 Jan '07

19 Jan '07

Can somebody help me explain why I would be getting this errors. I have removed the hostname from the error message. Fri Jan 19 14:50:52 2007 error OTRS-GenericAgent-10 Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create) VALUES ('GenericAgent', '3140', 'hostname.abc.com', 1169247052)' Fri Jan 19 14:50:52 2007 error OTRS-GenericAgent-10 Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'SELECT process_name, process_id, process_host, process_create FROM process_id WHERE process_name = 'GenericAgent'' Fri Jan 19 14:50:52 2007 error OTRS-PM3-10 Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'INSERT INTO process_id (process_name, process_id, process_host, process_create) VALUES ('PostMasterPOP3', '3138', 'hostname.abc.com', 1169247052)' Fri Jan 19 14:50:52 2007 error OTRS-PM3-10 Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'SELECT process_name, process_id, process_host, process_create FROM process_id WHERE process_name = 'PostMasterPOP3'' Thanks for all the assistance in advance. Thanks Parag

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How to stop running Postmaster process ?
by BipinDas 19 Jan '07

19 Jan '07

Hi No incoming mails to my queues. The /var/log/messages shows the following error. How can I stop the running postmaster process?. I had tried ./PostmasterPOP3.pl -f 1, but the problem still exists. Please help. Oct 17 16:27:07 otrs OTRS-PM3-10[2077]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (yourhost.example.com/1837) -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000

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RE: [otrs] User information form different tables/databases?
by Beugen, Peter van 19 Jan '07

19 Jan '07

Can you create a view (mysql 5) ? Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Serge Melnikov Verzonden: zaterdag 20 januari 2007 17:47 Aan: otrs(a)otrs.org Onderwerp: [otrs] User information form different tables/databases? Hello, probably this question was discussed here before, but is it possible to get a user information from different tables? Like login and password data from one table of external database and personal information from another? I tried to customize a database backend, like it is shown in documentation, but there is only one field "Table", where the table from the custom database, defined previously could be chosen. Is there anybody, who had the same problem and can help? -------------------------------- DJTUNES.COM GmbH Software Development Kohlenstraße 51 44795 Bochum, Germany Fon +49 234. 3 88 48 - 0 (Zentrale) Fon +49 234. 3 88 48 - 120 (Persönlich) Fax +49 234. 3 88 48 - 123 E-Mail: sme(a)djtunes.com www.djtunes.com -------------------------------- Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of the material in this e-mail is strictly forbidden. _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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RE: [otrs] POP3 config
by Mark de Bruijn 19 Jan '07

19 Jan '07

Thorsten and Tim, thanks a lot for your reply! I have made a rule to automaticly forward the mail to a backup mailadress, adn this works fine. I have also tried to remove the line in the PostmasterPOP3.pl, OTRS then leaves the mail in the mailbox, but now every time the script runs, the same emails get into OTRS but now with a new ticketnumber. So the system gets filled up with "old" emails. Is there a solution for this? Regards, Mark de Bruijn Yucat mobile business solutions -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Torsten Thau Sent: vrijdag 19 januari 2007 8:40 To: User questions and discussions about OTRS.org Subject: Re: [otrs] POP3 config Mark de Bruijn schrieb: > Hello, > > How do i configure OTRS that the email fetched with POP3 also remains > on the emailserver? > This to double check the emails being send to the mailbox. > > Regards > > Mark de Bruijn Hi Mark, as far as I know there is no configuration option for this. You have to deactivate/comment out the following line in <OTRS_HOME>/bin/PostMasterPOP3.pl: $PopObject->delete($Messageno); 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 fax: +49 371 5347 625 http://www.cape-it.de _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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corrupt attachment in email
by Jozsef Valkai 19 Jan '07

19 Jan '07

Dear All, We are using OTRS 2.1.4, postresql, and postmaster.pl script fot incoming email/tickets. Can somebody tell me, why does otrs corrupt attachment in incoming emails? I tried a lof of times, and I am sure postmaster.pl script is the murder! I send email with attachment to OTRS, and when I open file in the ticket, it is invalid! -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

2 2

Activated the CustomerGroupSupport
by daniele.otrs 19 Jan '07

19 Jan '07

Hi, I have activated the CustomerGroupSupport within SysConfig Frontend:Customer in order to manage the Customer-Group. Now if I open a TICKET from the Customer.pl page to the agent does not come more sended the email than notification of opening TICKET Why? Daniele

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RE: Install doc for OTRS 2.14 on CentOS 4.4
by Phil Morris 19 Jan '07

19 Jan '07

I would also be interested in this document. I am guessing that the best plan is to submit the document for inclusion in the main documentation. >I've put together a step-by-step installation doc to get OTRS 2.14installing and running on CentOS 4.4. >If anyone is interested in it, let me know. Is there any place we can post docs like this for others to benefit?

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RE: [otrs] Customer Users without passwords?
by Brent Slater 19 Jan '07

19 Jan '07

OK but would anyone know which scripts I would have to modify to allow this?? Thanks Brent -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Nils Breunese (Lemonbit) Sent: Thursday, 18 January 2007 11:47 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer Users without passwords? This is an OpenPGP/MIME signed message (RFC 2440 and 3156) Brent Slater wrote: > I was just wondering if there was anyway if I'd be able to edit the > DB so that the customer users don't have to have a password? You'd have to modify the code (OTRS is written in Perl), not the database. Nils Breunese.

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POP3 config
by Mark de Bruijn 19 Jan '07

19 Jan '07

Hello, How do i configure OTRS that the email fetched with POP3 also remains on the emailserver? This to double check the emails being send to the mailbox. Regards Mark de Bruijn

2 1

Auto assigning new tickets to users?
by echo5juliet＠gmail.com 19 Jan '07

19 Jan '07

Greetings, In my otrs setup new tickets are generated by inbound emails to a specific address. At that time those new tickets sit in a queue but are not assigned to a user for action. Is it possible to automagically assign new tickets to a user in some round-robin, or other basic and fairly distributed fashion? As most support/help desk environments go techs are all over the place and it would be helpful to be sure the tickets are assigned right away instead of sitting in a queue waiting for manual assignment. Thanks! -Jeff

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RE: Install doc for OTRS 2.14 on CentOS 4.4
by Mike Morris 18 Jan '07

18 Jan '07

> From: "Ryan Delany" <ryandelany(a)gmail.com> > Subject: [otrs] Install doc for OTRS 2.14 on CentOS 4.4 > > I've put together a step-by-step installation doc to get OTRS > 2.14installing and running on CentOS > 4.4. If anyone is interested in it, let me know. Is there any place we > can post docs like this for others to benefit? I am interested, but I guess it can't be done via this list except in plain text; attachments seem to get "scrubbed". I could post this (unlinked, URL posted here) on our public website for a week or so if that would help others. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Definition: Concerto (n): a fight between a piano and a pianist. ------------------------------------

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mail_list
by Akrivos Kakampegas 18 Jan '07

18 Jan '07

kakabeckam(a)yahoo.gr --------------------------------- Χρησιμοποιείτε Yahoo! Βαρεθήκατε τα ενοχλητικά μηνύ ματα (spam); Το Yahoo! Mail διαθέτει την καλύτερη δυνατή προστασία κατά των ενοχλητικών μηνυμάτων http://login.yahoo.com/config/mail?.intl=gr

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Customer Users without passwords?
by Brent Slater 18 Jan '07

18 Jan '07

I was just wondering if there was anyway if I'd be able to edit the DB so that the customer users don't have to have a password? thanks Brent Slater IT Support Officer Sydney Olympic Park Aquatic & Athletic Centres T: (02) 9752 3605 F: (02) 9752 3699 M: 0439 478 560 E: bslater(a)sopac.nsw.gov.au SOPAC Logo <http://aquatics.sopac.elcom.com.au/Images/UserUploadedImages/13/sopac_signa…> http://www.aquaticcentre.com.au <http://www.aquaticcentre.com.au/> http://www.athleticcentre.com.au <http://www.athleticcentre.com.au/> This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient, please delete it and notify the sender. Views expressed in this message are those of the individual sender, and are not necessarily the views of the Sydney Olympic Park Aquatic & Athletic Centres. This message may be archived and reviewed by officers other than those named in the header. _____

2 1

Triggering PhoneCallCustomer
by tcdh5u402＠sneakemail.com 18 Jan '07

18 Jan '07

Hi all, This is what should be a dead simple user-level question: How do I manually (as a user, via the interface) create a PhoneCallCustomer event? That is, once I've got an already existing ticket, how do I indicate that the customer has initiated telephone contact a second time for that ticket? Second, related question: How do I show that the customer emailed an address other than the otrs pop3 support(a)example.org address? That is, if the customer emails a tech directly? Thanks a lot, C

2 1

Install doc for OTRS 2.14 on CentOS 4.4
by Ryan Delany 18 Jan '07

18 Jan '07

I've put together a step-by-step installation doc to get OTRS 2.14installing and running on CentOS 4.4. If anyone is interested in it, let me know. Is there any place we can post docs like this for others to benefit? Ryan

2 1

Per User Stats
by Jason Little Mintcommerce Log Holder 17 Jan '07

17 Jan '07

Is there a way to get per user stats? Like the number of closed tickets per specific user per day or something like that. I have been looking through the stats and trying a few out but it doesn't look like you can do it from there. I can always do an sql query for it but if someone knows a way to do it already it would save me some time. Jason Little Network Administrator Mint Inc

3 4

corrupt email attachment
by Jozsef Valkai 17 Jan '07

17 Jan '07

I have got some error when I send in email a ticket with attachment: Character in 'c' format wrapped in pack at /usr/local/otrs-2.1.4/Kernel/cpan-lib /MIME/Field/ParamVal.pm line 213. So, this is not OTRS specific, but perl! What can I do with it? System is: Ubuntu/Dapper, OTRS 2.1.4 from source tarball, perl 5.8.7-10ubuntu1 -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

1 0

Subject depending of the selected queue
by Chris 17 Jan '07

17 Jan '07

Some new features needed for phone tickets (and others also). I need to have a dropdown list of "Subject" depending of the selected queue ("To"). I.E. I have four queues: Windows, IP Phones, LAN and Others. If I select the Windows queue, I want to choose the Subject only between 4 possible choices: Password, Office, Outlook, Install. If I select IP Phone, I want to choose only between Voicemail, Hardware, Configuration. Any idea ? THX for your help.

1 0

Reply to ticket - no email option
by Mike Hayward 17 Jan '07

17 Jan '07

Hi, I have an OTRS system now fully working, but when I zoom to a new ticket, the only options are to close the ticket or "Contact Customer (phone)", the "Compose answer (email)" option has no clickable "reply" hyperlink underneath. Any ideas where to fix this issue? Thanks Best regards Mike Hayward

3 3

Where do I find a list of the tickets that I own
by Robert Bui 17 Jan '07

17 Jan '07

Hello all, I am trying to implement OTRS (got it installed and currently testing by 15 people department). If a task is assigned to me and I have added some notes to it, it then get disappeared from my "New Message". How do I get back that ticket without going through search function? Also, what is the differences between "Responsible" and "Owner"?

3 13

signatures in responses
by Marie Leclercq 16 Jan '07

16 Jan '07

Hello, When I answer to an user, the signature comes after the user response. Is it possible to put the signature before the user response ? Thanks Marie

2 1

Upgrading from mySQL 4 to mySQL 5 and from 2.0.4 to 2.1
by Jan Miczaika 16 Jan '07

16 Jan '07

Hello, we use OTRS for our trouble ticket systems and are very satisfied so far. We would like to upgrade the system though, and would like to check whether someone has good/bad experiences. 1. We currently run OTRS 2.0.4 on mySQL 4. We would like to run it on mySQL 5. We would dump the whole DB from mySQL 4 and import it into a new mySQL 5 database. Has anyone experienced problems with this approach (e.g. character encoding). 2. We would like to upgrade from 2.0.4 to 2.1 (Esmeralda). Unfortunately we can't find information on upgrading in the user's manual. What is the process? I would assume backup DB and config, install new version somewhere else, import config and DB, test. Or is there an automated process? Thanks Jan -- Geschäftsführer Hitflip Media Trading GmbH www.hitflip.de - jetzt neu: www.hitflip.at Tel. 0221-272407-27 Fax. 0221-272407-22

4 3

Pre-defined subject
by Christian 15 Jan '07

15 Jan '07

Hello, I'm interested to have have pre-defined subject like mentionned in this topic: http://article.gmane.org/gmane.comp.otrs.user/10214/ Anyone can post or send me the script please ? Thx. Chris P.S. Same question about the queues: how to asing a default queue instead of the "-" ?

3 4

OTRS Admin Manual version 0.5 Beta7
by Lou Gonzales 15 Jan '07

15 Jan '07

My company is currently using the 0.5 Beta7 version of OTRS. I was looking for a copy of the admin manual for this version and was not able to find it on the OTRS.org site. Would anyone happen to have an archived copy of this admin manual? Regards, Lou Gonzales

1 0

RE: [otrs] auto-reply to cc: addresses?
by Janet Post 15 Jan '07

15 Jan '07

Hello Dale, I had this issue as well. I had to edit the source code directly to get this to work. This change works with autoresponses, but has not been tested with other form of responses. I had to change the file "Article.pm". I did not need to 'change' any code, only add to what was already there. This starts at line 2266 (otrs ver 2.1.2): To the developers of otrs: Might I suggest this be added as an option in the next revision of otrs? Janet Post. ------------------ Article.pm {...} chomp $NewOldBody; $Param{Body} =~ s//$NewOldBody/g; } # set new To address if customer user id is used my $Cc = ''; ### Added by Janet Post to get all addresses into autoresponse: my @ToArray = (); foreach (qw(To Cc Bcc)) { if ($GetParam{$_}) { foreach my $Emailjp (Mail::Address->parse($GetParam{$_})) { push (@ToArray, $Emailjp->address()); if ($Cc) { $Cc .= ', '; } $Cc .= $Emailjp->address(); } } } ### End of addition to autoresponse my $ToAll = $GetParam{From}; if ($Article{CustomerUserID}) { {...} ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dale Shriver Sent: December 8, 2006 5:13 PM To: otrs(a)otrs.org Subject: [otrs] auto-reply to cc: addresses? Hello all, Is there an answer published for this issue? OTRS currently only auto replies to the sender of a message, but doesn't seem to reply to everyone on the original request for assistance. Any help would be appreciated. I need OTRS to reply to both the sender, and everyone else the sender copied. Thanks, Dale [otrs] auto-reply to cc: addresses? kougioum at no-log.org kougioum at no-log.org <mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20auto-reply%20to%20cc%3A%20a ddresses%3F&In-Reply-To=> Fri Dec 3 10:52:34 CET 2004 * Previous message: [otrs] bulk feature problems <http://lists.otrs.org/pipermail/otrs/2004-December/006814.html> * Next message: [otrs] GD and Stats <http://lists.otrs.org/pipermail/otrs/2004-December/006816.html> * Messages sorted by: [ date ] <http://lists.otrs.org/pipermail/otrs/2004-December/date.html#6810> [ thread ] <http://lists.otrs.org/pipermail/otrs/2004-December/thread.html#6810> [ subject ] <http://lists.otrs.org/pipermail/otrs/2004-December/subject.html#6810> [ author ] <http://lists.otrs.org/pipermail/otrs/2004-December/author.html#6810> ________________________________ Hello everybody To the point: how can we make otrs send auto replies not only to the From: address but to all cc: addresses, and to certain other (prefixed) addresses? thanks in advance for any replies, george. Dale Shriver . Director of Enterprise Systems Cortiva Institute . 230 Park Avenue . 27th floor . New York . NY . 10169 c 646.421.9332 f 786.345.0733 e dshriver(a)cortiva.com http://www.cortiva.com <http://www.cortiva.com/>

2 1

Automatic Ticket
by daniele.otrs 15 Jan '07

15 Jan '07

Hi, can I schedulare the automatic opening of a ticket? As operating generic a ticket can be modified or be moved. There is also the possibility to open ticket in automatic mode? Daniele

1 0

dtl how it works??
by odracir_seravat＠simplesnet.pt 15 Jan '07

15 Jan '07

Hi! I'm trying to understand how de block of dtl works and how dtl work! I'm making some changes in the agent interface,i'm working on AgentTicketQueue.dtl and at some lines it appear something like .I'm wondering if what comes below this is the  or this is a call to a block already defined. So if is like a function where is the body of the function?? Compliments Ricardo Tavares (Computer Engenieer) Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt/

3 2

why by obtaining the lock, I automatically become the owner?
by Robert Bui 15 Jan '07

15 Jan '07

Hello All, Another confusing situation which caused headaches. Why by obtaining the lock, I automatically become the owner? Shouldn't anyone, or at least the responsible person for the ticket, able to obtain the lock on a ticket?

2 1

Display Agent Name
by Robert Bui 15 Jan '07

15 Jan '07

Hello all, Why in some area the name displayed as FirstName Surname, while other place display as Surname FirstName? Very confusing.... How has OTRS handled internationalise the order of displayed name?

1 0

RE: [otrs] Insert Logo
by David Hatcher 13 Jan '07

13 Jan '07

Section 9.4.1. (Customizing the web interface) of the documentation got me close. Look at the file /opt/otrs/Kernel/Output/HTML/Standard/CustomerFooter.dtl. I simply typed my company's name in the <body> rather than inserting a logo, but give it a try. -Dave ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of daniele.otrs(a)libero.it Sent: Friday, January 05, 2007 1:00 AM To: User questions and discussions about OTRS.org Subject: [otrs] Insert Logo Hi, How I insert the logo and company name in my customer.pl? Which are the files to modify ? Thanks!

3 2

Survey Module
by Maurice James Ny 13 Jan '07

13 Jan '07

Does anyone know how to use the survey module? I have it installed, but how do I send it to customers to participate?

1 2

OTRS 2.1.4 on SUSE and can't access the FAQ, the calendar, the webmail...
by De Los Santos, Oriol 13 Jan '07

13 Jan '07

I have installed OTRS 2.1.4 on a SUSE system but when I access OTRS everything seems to work fine but I don't get the icons to access the FAQ or the webmail or the calendar. Unlike what the manual mentions I don't have the FAQ group created,, and although I create and provide RW permissions to the users I still don't get the icons to access these functions. I'm desperate ... Can someone help me? Thanks Oriol

2 1

RE: [otrs] Re: OTRS on Windows
by Mamakwa M. Sefiri 12 Jan '07

12 Jan '07

Hi there I had the OTRS system installed using Linux and I did not back it up. Last week I reinstalled the system on Windows XP. I need to activate customer form the active Directory, get the mails to send and receive, can some one please advice. My question is where do I need to do to can be able to put in the command lines? Do I go to the command prompt or what? Sorry to be a pain I am not good in this I am still learning. Thanks Mamakwa -----Original Message----- From: Shawn [mailto:shawn.beasley@freenet.de] Sent: 11 January 2007 01:13 PM To: otrs(a)otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri <msefiri <at> nrf.ac.za> writes: > > > > > > Hi there > > > > I had the OTRS system installed using Linix and I did not > back it up. Last week I reinstalled the system on Windows. > > > > I need to activate customer form the active Directory, get > the mails to send and receive, can some one please advise. > That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

1 0

RE: [otrs] Deleting a ticket
by Bas Rijniersce 11 Jan '07

11 Jan '07

Hello, Excellent, I did what other people suggested. Create a /dev/null queue :-) Work fine Thank you very much, Bas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tobias Lütticke Sent: January 11, 2007 2:00 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Deleting a ticket Hi, the official answer would be "no" (as nothing should be deleted, just de-activated), but there is a way which is not even a hack. - Visit the Admin-Area - Goto "GenericAgent" - Create a new generic agent (enter a name and confirm) - In the options form enter criteria that identify the ticket to delete. Be careful to select very specific values in order not to delete too many tickets (e.g. use the ticket ID). - On the bottom o the form you find the option "delete tickets". Change the switch to "yes". - Press "save" - OTRS shows you a preview of all tickets affected by your operation. It asks whether you are sure to perform the action. Confirm by "execute now" (maybe phrased differently, my installation is in German). DONE. OTRS shows you the job list where the generic agent you just created is listed. You may delete it if this was a one-time operation or keep it. As far as deletion is concerned it's probably better to delete it, just to be sure that no tickets are killed accidentally. Generic agents are somehow similar to cron tasks. You may not want to have a ticket deletion job active in the background (even if nothing should go wrong is the ticket selection criteria are specific enough). HTH, Tobias Bas Rijniersce schrieb: > Hello, > > Is there a way to delete ticket just after it's created. Sometimes I > get mails in the OTRS email address that really should not have gone there. > I can obviously close the ticket, but then they will still show in > overviews etc. > > Bas > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ -- Tobias Lütticke Systems Architecture inovex GmbH Pforzheim (Head Office) Karlsruher Strasse 71 D-75179 Pforzheim Tel.: +49 (0)72 31 / 31 91 - 84 Fax: +49 (0)72 31 / 31 91 - 91 mailto:t.luetticke@inovex.de http://www.inovex.de _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

1 0

Re: [otrs] Cron jobs in windows
by Keith Turner 11 Jan '07

11 Jan '07

Thanks Tobias, This seems to be working. Keith Hi Keith, looking at <install-root>\OTRS_Restart.bat you find the command: perl.exe <install-root>otrs\bin\Cron4Win32.pl This re-reads "var\cron\postmaster_pop3.dist" and updates "CRONw\crontab.txt". There you will find the updated value. Restart of OTRS should not be necessary as the crontab.txt may be updated while the cron service is running and it picks up any changes. At least CRONw\README.txt says: <quote> The service will parse the crontab again if it the file modification time changed since last parsing so feel free to alter the crontab while the service is running. </quote> What I don't know is, how often the cron service checks the crontab.txt for modifications. You may force by restarting cron only (without OTRS as a whole) using the commands "net stop cron" and "net start cron". So what you will have to do is: * Update var\cron\postmaster_pop3.dist * Call perl otrs\bin\Cron4Win32.pl * (optional) "net [stop|start] cron" That should do it. HTH, Tobias

1 0

reopen closed ticket as agent
by EDV Tekomedia 11 Jan '07

11 Jan '07

Hello and sorry for a perhaps stupid question, but how can I reopen an already closed ticket as an agent? Any hint would be appreciated. -- EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 ____________ Virus checked by G DATA AntiVirusKit

2 2

Deleting a ticket
by Bas Rijniersce 11 Jan '07

11 Jan '07

Hello, Is there a way to delete ticket just after it's created. Sometimes I get mails in the OTRS email address that really should not have gone there. I can obviously close the ticket, but then they will still show in overviews etc. Bas

4 3

OTRS on Windows
by Mamakwa M. Sefiri 11 Jan '07

11 Jan '07

Hi there I had the OTRS system installed using Linix and I did not back it up. Last week I reinstalled the system on Windows. I need to activate customer form the active Directory, get the mails to send and receive, can some one please advise. Thanks Mamakwa

2 1

Cron jobs in windows
by Keith Turner 11 Jan '07

11 Jan '07

I want to download pop3 mail every 5 minutes instead of 10. Looking at the manual, the chron job instructions at http://doc.otrs.org/2.1/en/html/x1215.html#email-receiving-pop3 http://doc.otrs.org/2.1/en/html/x325.html#cronjobs seem to be linux specific, we're using WindowsServer2003. Is it as simple as editing var\cron\postmaster_pop3.dist to read */5 * * * * $HOME/bin/PostMasterPOP3.pl >> /dev/null instead of */10 * * * * $HOME/bin/PostMasterPOP3.pl >> /dev/null ? Is a restart of OTRS needed to initialize it? Or do I need to set up a recurring job on the windows system itself? Keith

2 1

RE: [otrs] Reporting Work Units
by Beugen, Peter van 11 Jan '07

11 Jan '07

Do you use MySQL? Runs perfectly on my OTRS MySQL 5 database.... But you can change the where clause to your needs and database... Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Jozsef Valkai Verzonden: woensdag 10 januari 2007 13:55 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Reporting Work Units > SELECT > t.create_by, > u.first_name, > u.last_name, > Sum(t.time_unit) > FROM > time_accounting AS t > Left Join system_user AS u ON t.create_by = u.id > WHERE > year(t.create_time) = '2006' > GROUP BY > t.create_by Error: ERROR: function year(timestamp without time zone) does not exist -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19° _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

2 1

Problem when sending answers.
by De Los Santos, Oriol 10 Jan '07

10 Jan '07

I have a strange problem when trying to send answers to customers for a ticket. For some of my users I get the following error when I try to send them an e-mail: -----------8<-------------8<------- ERROR: OTRS-CGI-69 Perl: 5.8.7 OS: linux Time: Wed Jan 10 23:51:28 2007 Message: Can't send to: n.competiello(a)activaseguridad.com! Enable debug for more info! Traceback (7490): Module: Kernel::System::Email::SMTP::Send (v1.11) Line: 96 Module: Kernel::System::Email::Send (v1.19) Line: 476 Module: Kernel::System::Ticket::Article::ArticleSend (v1.128) Line: 1557 Module: Kernel::Modules::AgentTicketCompose::Run (v1.21) Line: 353 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (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 -----------8<-------------8<------- But with some other users sending them mails works fine so it does not seem to be a configuration issue. How can I enable debug mode? Please need help. Best regards Oriol

1 0

R: [otrs] Can't insert session id! after pc stops
by Alessandro Paiusco 10 Jan '07

10 Jan '07

Repairing MyISAM mySQL Tables/Databases: cd /var/lib/mysql/DBNAME #^ Please note that we assume your mySQL data directory is /var/lib/mysql myisamchk *.MYI In /var/lib/mysql/mysqld.log I find sessions.MYI had some problem.... So... 1)OTRS:/var/lib/mysql/otrs # myisamchk sessions.MYI Checking MyISAM file: sessions.MYI Data records: 6 Deleted blocks: 7 myisamchk: warning: Table is marked as crashed myisamchk: warning: 6 clients are using or haven't closed the table properly - check file-size - check record delete-chain myisamchk: error: Record at pos: 3652 is not remove-marked myisamchk: error: record delete-link-chain corrupted - check key delete-chain - check index reference - check data record references index: 1 myisamchk: error: Found 11 keys of 6 - check record links myisamchk: error: Wrong record length 89 of 1067 at 16060 MyISAM-table 'sessions.MYI' is corrupted Fix it using switch "-r" or "-o" REPAIR: 2)OTRS:/var/lib/mysql/otrs # myisamchk -r sessions.MYI - recovering (with sort) MyISAM-table 'sessions.MYI' Data records: 6 - Fixing index 1 Wrong block with wrong total length starting at 16060 Data records: 7 OTRS:/var/lib/mysql/otrs # reboot And everything goes fine. *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Alessandro Paiusco Inviato: mercoledì 10 gennaio 2007 16.01 A: otrs(a)otrs.org Oggetto: [otrs] Can't insert session id! after pc stops Priorità: Alta Hi, I get Software error: Can't insert session id! at /opt/otrs//Kernel/System/AuthSession/DB.pm line 204. after my otrs box has power done incorrectly after a power failure.... how can I correct this problem otrs version is 2.1.3 on SuSE 10.0 Thanks *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

1 0

Crazy error
by Maurice James Ny 10 Jan '07

10 Jan '07

Has anyone else seen this error? OTRS refuses to download email from the POP server. Can't create PID PostMasterPOP3, because it's already running (server.domain.mil/17058)

2 1

SQL error in fresh copy of version 2.1.4
by Jozsef Valkai 10 Jan '07

10 Jan '07

Hi, I have got error message in otrs log: , SQL: 'SELECT i.id, count( v.item_id ) votes, avg( v.rate ) result FROM faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN faq_state s ON s.id = i.state_id WHERE ( LOWER(i.f_subject) LIKE LOWER('%') OR LOWER(i.f_field1) LIKE LOWER('%') OR LOWER(i.f_field2) LIKE LOWER('%') OR LOWER(i.f_field3) LIKE LOWER('%') OR LOWER(i.f_field4) LIKE LOWER('%') OR LOWER(i.f_field5) LIKE LOWER('%') OR LOWER(i.f_field6) LIKE LOWER('%') ) AND (i.category_id IN (0)) AND s.type_id IN (1,3,2) GROUP BY i.id, i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id ORDER BY i.f_subject ASC LIMIT 300' [Fri Jan 5 13:51:26 2007][Error][Kernel::System::FAQ::FAQSearch][1918] ERROR: syntax error at or near "votes" at character 33 So, what does it mean? Its a fresh copy, vithout any data... -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

1 1

Can't insert session id! after pc stops
by Alessandro Paiusco 10 Jan '07

10 Jan '07

Hi, I get Software error: Can't insert session id! at /opt/otrs//Kernel/System/AuthSession/DB.pm line 204. after my otrs box has power done incorrectly after a power failure.... how can I correct this problem otrs version is 2.1.3 on SuSE 10.0 Thanks *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*

1 0

RE: [otrs] Reporting Work Units
by Beugen, Peter van 10 Jan '07

10 Jan '07

I think this will do: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE year(t.create_time) = '2006' GROUP BY t.create_by It will give you userid, firtstname, lastname, total work-units In 2006 Custom the query yourself or mail me if you need any more help regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Jozsef Valkai Verzonden: woensdag 10 januari 2007 11:00 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Reporting Work Units > Hi all, this is probally a very newbie question for you, but how do i get > the data on work units into a report? I dont see an option in stats for it, > I am using OTRS 2.1.2. Is it something i would have to custom write a script > for? I just want to be able to report on the amount of time each of my techs > logs per week in OTRS. Any help would be greatly appreciated!!! Yes, it will be a great function. I think it is very complicated database query. -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19° _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

2 1

RE: [otrs] Reporting Work Units
by Beugen, Peter van 10 Jan '07

10 Jan '07

I think the database query is not that hard as there is a table "time_accounting" witch contains a time_unit and create_by field Use a good MySQL query tool (I use Navicat) and access the OTRS database or use the SQL box in the admin area. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Jozsef Valkai Verzonden: woensdag 10 januari 2007 11:00 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Reporting Work Units > Hi all, this is probally a very newbie question for you, but how do i get > the data on work units into a report? I dont see an option in stats for it, > I am using OTRS 2.1.2. Is it something i would have to custom write a script > for? I just want to be able to report on the amount of time each of my techs > logs per week in OTRS. Any help would be greatly appreciated!!! Yes, it will be a great function. I think it is very complicated database query. -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19° _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

1 0

Reporting Work Units
by Jacob Dana 10 Jan '07

10 Jan '07

Hi all, this is probally a very newbie question for you, but how do i get the data on work units into a report? I dont see an option in stats for it, I am using OTRS 2.1.2. Is it something i would have to custom write a script for? I just want to be able to report on the amount of time each of my techs logs per week in OTRS. Any help would be greatly appreciated!!! -Jake

2 1

How advise for mail unlocked that were locked ?
by Alessandro Paiusco 10 Jan '07

10 Jan '07

Hi, I'd like to be advised (with a different color o other) when a ticket (that was locked, but then has been unlocked) receive a mail from the customer using the same mail object ticket number. Is it possible ? how? Thanks *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*

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RE: [otrs] Add agent email on reply
by Mark de Bruijn 10 Jan '07

10 Jan '07

Keith, I beleive its possible to BCC every outgoing email to a certain emailadress. Im not sure but i think its in the SysConfig, Framework Send Mail module. In that way you can always confirm the emails that are being send. Regards, Mark de Bruijn Yucat mobile business solutions -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Keith Turner Sent: maandag 8 januari 2007 22:50 To: otrs(a)otrs.org Subject: [otrs] Add agent email on reply Is it possible to also send to the agent's email any replies they make at the same time as when they reply to a ticket & how to set up. We'd like to confirm that the responses are in fact going out - due to our 3rd party mail system, this isn't always consistent and it'd give the agent an easily referenced local record. Thanks KDT _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Panic no user data
by Miller, Tim 09 Jan '07

09 Jan '07

Richard, here is a copy of the pertinent section of my Config.pm file. I have set up the LDAP auth params directly in that file instead of through the GUI interface. #Customer LDAP Auth Backend Settings $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.222.129.234'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=dbtamerica,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap,ou=users,ou=houston manufacturing pa,ou=dbt america,dc=dbtamerica,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = 'password'; #Customer User #(customer user database backend and settings) $Self-> {CustomerUser} = { Name=> 'Database', Module=> 'Kernel::System::CustomerUser::DB', Params=> {Table => 'customer_user', }, #customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], Map => [ ['UserSalutation', 'Salutation', 'salutation', 1, 0, 'var'], ['UserFirstname', 'Firstname', 'first_name', 1, 1, 'var'], ['UserLastname', 'Lastname', 'last_name', 1, 1, 'var'], ['UserLogin', 'Login', 'login', 1, 1, 'var'], ['UserPassword', 'Password', 'pw', 0, 1, 'var'], ['UserEmail', 'Email', 'email', 0, 1, 'var'], ['UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var'], ['UserComment', 'Comment', 'comments', 1, 0, 'var'], ['ValidID', 'Valid', 'valid_id', 0, 1, 'int'], ], }; #Customer User 1 #customer user ldap backend and settings $Self->{CustomerUser1} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '10.222.129.234', BaseDN => 'dc=dbtamerica,dc=local', SSCOPE => 'sub', UserDN => 'cn=otrs ldap,ou=users,ou=houston manufacturing pa,ou=dbt america,dc=dbtamerica,dc=local', UserPw => 'password', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, #customer uniq id CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ ['UserFirstname', 'Firstname', 'givenname', 1, 1, 'var'], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var'], ['UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var'], ['UserEmail', 'Email', 'mail', 1, 1, 'var'], ['UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var'], ['UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var'], ], }; There was another follow-up email to this thread from Tobias Lutticke, his suggestion may work as well and may be easier. I have not tried his way, but will do so on my test system when I get a chance. Hope this helps you. -Tim ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of richard.bosch(a)bbraun.com Sent: Monday, January 08, 2007 10:44 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Panic no user data i have done the changes via the sysconfig but now the changes are not in the comfig.pm where can i find them? the changes i made in the sysconfig are Customer::AuthModule::LDAP::Host: = the FQDN of the ldap server Customer::AuthModule::LDAP::BaseDN: = the base DN Customer::AuthModule::LDAP::UID: = uid Customer::AuthModule::LDAP::UserAttr: = UID Customer::AuthModule::LDAP::AlwaysFilter: = (objectClass=*) Customer::AuthModule::LDAP::Params: 1. async = 0 2. port = 389 3. timeout = 120 4. version = 3 i hope this helps. Regards Richard Bosch "Miller, Tim" <Tim.Miller(a)dbtamerica.com> Sent by: otrs-bounces(a)otrs.org 08-01-2007 16:05 Please respond to "User questions and discussions about OTRS.org" <otrs(a)otrs.org> To "User questions and discussions about OTRS.org" <otrs(a)otrs.org> cc Subject RE: [otrs] Panic no user data Please post you Config.pm file so we can have a look. I was having this same error trying to authenticate to a Windows AD via LDAP, and got it working last week. -Tim ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of richard.bosch(a)bbraun.com Sent: Monday, January 08, 2007 7:00 AM To: otrs(a)otrs.org Subject: [otrs] Panic no user data Hello, i finaly got the LDAP authentication working with Lotus Notes but now when i login to customer.pl i get the error Panic! No UserData!!! and my log says CustomerUser: ****** authentification ok (REMOTE_ADDR: *.*.*.*). does anyone know how i can solve it? Regards Richard Bosch ************************************************************************ ******** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ************************************************************************ ******** _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ ************************************************************************ ******** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ************************************************************************ ********

2 1

RE: [otrs] Panic no user data
by Miller, Tim 09 Jan '07

09 Jan '07

Please post you Config.pm file so we can have a look. I was having this same error trying to authenticate to a Windows AD via LDAP, and got it working last week. -Tim ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of richard.bosch(a)bbraun.com Sent: Monday, January 08, 2007 7:00 AM To: otrs(a)otrs.org Subject: [otrs] Panic no user data Hello, i finaly got the LDAP authentication working with Lotus Notes but now when i login to customer.pl i get the error Panic! No UserData!!! and my log says CustomerUser: ****** authentification ok (REMOTE_ADDR: *.*.*.*). does anyone know how i can solve it? Regards Richard Bosch ************************************************************************ ******** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ************************************************************************ ********

3 2

disabling notifications
by Mathieu Lemaitre 09 Jan '07

09 Jan '07

Hi all, How is it possible to disable notifications sent to customers?? More, is it possible to disable some notifications, but not others?? For example, disable all notifications except "Ticket close"? Thanks, Mathieu

2 1

Add agent email on reply
by Keith Turner 09 Jan '07

09 Jan '07

Is it possible to also send to the agent's email any replies they make at the same time as when they reply to a ticket & how to set up. We'd like to confirm that the responses are in fact going out - due to our 3rd party mail system, this isn't always consistent and it'd give the agent an easily referenced local record. Thanks KDT

2 1

Bulk-Action not working in the lite theme.
by Mads N. Vestergaard 09 Jan '07

09 Jan '07

Hi Guys, In my installation of OTRS 2.0.4(Debian package), the Bulk-Action doesn't work with the lite theme, have anybody else experienced this problem, and maybe also have a solution to the problem. -- Mads N. Vestergaard | http://timmy.dk

1 0

database upgrade
by Jozsef Valkai 08 Jan '07

08 Jan '07

Hi, In the last year we have upgraded our otrs to version 2.1.1, and we need change to 2.1.4 because this upgraded 2.1.1 version is not working properly. Is there any workaround to export database containing from 2.1.1 then import to 2.1.4? Can I use simply pg_dump to import/export? Is there any changing in database strcuture in the version 2.1.4? For example in version 2.1.1: faq is working, inbound email`s attachment is wrong, etc. I have installed fresh copy of version 2.1.4 and these problem has been solved! Thanks. -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

2 1

Panic no user data
by richard.bosch＠bbraun.com 08 Jan '07

08 Jan '07

Hello, i finaly got the LDAP authentication working with Lotus Notes but now when i login to customer.pl i get the error Panic! No UserData!!! and my log says CustomerUser: ****** authentification ok (REMOTE_ADDR: *.*.*.*). does anyone know how i can solve it? Regards Richard Bosch ******************************************************************************** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ********************************************************************************

1 0

preferences agent
by daniele.otrs 08 Jan '07

08 Jan '07

how I can prevent that a agent it can modify the preferred tails in the preferences? Thank's

1 0

RE: [otrs] Update: New Customers Not Receiving New TicketAuto-Response
by Beugen, Peter van 06 Jan '07

06 Jan '07

Yes, this is possible ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens icecoldeuro(a)gmail.com Verzonden: vrijdag 5 januari 2007 21:29 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Update: New Customers Not Receiving New TicketAuto-Response OK, I'm at my wits' end. I guess I should be asking this question instead: In OTRS 1.3, is it possible for a previously unknown user to submit a ticket via email and receive an acknowledgement automatically. I envision this process as follows: 1. John Doe sends an email from jdoe(a)yahoo.com, which is not in the system. The user has not registered via the web interface and the admin has not set up such an account. 2. OTRS takes the email and generates an auto-response to jdoe(a)yahoo.com that the ticket has been received and somebody will get back to them shortly. 3. OTRS also creates a customer account, obviously only containing the new user's email address. Is this possible or would previously unknown users need to register first at the website (or would an admin have to set it up)? Thanks! On 1/5/07, icecoldeuro(a)gmail.com <icecoldeuro(a)gmail.com> wrote: Actually, that's all set. The "auto reply/new ticket" is set to "auto reply" which I modified to suit my needs. Any other suggestions? Thanks! On 1/5/07, Mike Hayward <mike.hayward(a)comclusive.co.uk> wrote: Almost sounds like you haven't set the auto response <-> queue for your queue to send out the notifications. Best regards Mike Hayward Managing Director Comclusive Limited e: mike.hayward(a)comclusive.co.uk <mailto:mike.hayward@comclusive.co.ukw> w: www.comclusive.co.uk <http://www.comclusive.co.uk/> t: 0845 003 7571 m: 07793 505155 (Direct) ________________________________ From: otrs-bounces(a)otrs.org [mailto: otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ] On Behalf Of icecoldeuro(a)gmail.com Sent: 05 January 2007 00:15 To: otrs(a)otrs.org Subject: [otrs] Update: New Customers Not Receiving New Ticket Auto-Response I forgot to mention: When I closed out some of the test tickets I DID get a State Change notification to the "customer" address from which I sent the original email. So I get New Ticket notifications to the agent, State Change Notifications to the customers, but I don't get the New Ticket notification to the customer which should contain the user id and temporary password. Thanks! _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

3 7

RE: [otrs] question about multiple domains
by Beugen, Peter van 05 Jan '07

05 Jan '07

Yes, with OTRS this can be done (easy) ! In OTRS you need to define different system e-mail addresses and different queues per domain. In the definition of the queue, you assign the "system"(reply) address. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Chad Kimball Verzonden: vrijdag 5 januari 2007 19:24 Aan: otrs(a)otrs.org Onderwerp: [otrs] question about multiple domains I'm looking for a helpdesk solution that allows me to assign different reply addresses/domains depending on where the customer emailed from. For instance, customer 1 emailing support(a)niche1.com would automatically receive support emails coming from the niche1.com domain. Then customer 2 emailing support(a)niche2.com would receive support email from niche2.com domain. does this software have this function? _________________________________________________________________ The MSN Entertainment Guide to Golden Globes is here. Get all the scoop. http://tv.msn.com/tv/globes2007/?icid=nctagline2 _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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Re: otrs Digest, Vol 42, Issue 13
by Mike Morris 05 Jan '07

05 Jan '07

> Yes, with OTRS this can be done (easy) ! > > In OTRS you need to define different system e-mail addresses and > different queues per domain. In the definition of the queue, you assign > the "system"(reply) address. I'm new enough to OTRS that this is my first time being bold enough to offer advice... so take it with a grain of salt :-) But, FYI, I think this implies that you're OK with having different queues for the different sender's domains. Incoming emails are sorted (with lots of flexibility/smarts) into queues. Sender domain could be one of the criteria for queue assignment. Replies, status emails, etc. from those queues can have any address you want - but only one outgoing email address per queue. So you'd have to sort different incoming domains to different queues to have their replies have different addresses. This may be fine (probably is, in fact) but I wanted to mention it. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: We are not afraid to entrust the American people with unpleasant facts, foreign ideas, alien philosophies, and competitive values. For a nation that is afraid to let its people judge the truth and falsehood in an open market is a nation that is afraid of its people. - John F. Kennedy ------------------------------------

1 0

RE: [otrs] Update: New Customers Not Receiving New Ticket Auto-Response
by Mike Hayward 05 Jan '07

05 Jan '07

Almost sounds like you haven't set the auto response <-> queue for your queue to send out the notifications. Best regards Mike Hayward Managing Director Comclusive Limited e: mike.hayward(a)comclusive.co.uk <mailto:mike.hayward@comclusive.co.ukw> w: www.comclusive.co.uk <http://www.comclusive.co.uk/> t: 0845 003 7571 m: 07793 505155 (Direct) ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of icecoldeuro(a)gmail.com Sent: 05 January 2007 00:15 To: otrs(a)otrs.org Subject: [otrs] Update: New Customers Not Receiving New Ticket Auto-Response I forgot to mention: When I closed out some of the test tickets I DID get a State Change notification to the "customer" address from which I sent the original email. So I get New Ticket notifications to the agent, State Change Notifications to the customers, but I don't get the New Ticket notification to the customer which should contain the user id and temporary password. Thanks!

2 2

Upgrading to ver 2.1
by Ed Morrison 05 Jan '07

05 Jan '07

Hi Everyone: I'm running OTRS ver 1.2.4-1.2.el4.rf. This was installed via yum to a CentOS 4.4 box using Dag's Repository. I've noticed OTRS hasn't had any updates to it since 4.16.2006. Is anyone running 2.1 on CentOS and has anyone had any experience with upgrading to the newer version over a yum install (i.e. rpm -Uvh otrs-2.1.4-01.i386.rpm) on CentOS? Any suggestions? I would prefer to keep yum involved and in particular not have to install from source if possible. Thanks! Ed

1 0

question about multiple domains
by Chad Kimball 05 Jan '07

05 Jan '07

I'm looking for a helpdesk solution that allows me to assign different reply addresses/domains depending on where the customer emailed from. For instance, customer 1 emailing support(a)niche1.com would automatically receive support emails coming from the niche1.com domain. Then customer 2 emailing support(a)niche2.com would receive support email from niche2.com domain. does this software have this function? _________________________________________________________________ The MSN Entertainment Guide to Golden Globes is here. Get all the scoop. http://tv.msn.com/tv/globes2007/?icid=nctagline2

1 0

Time of the ticket
by daniele.otrs 05 Jan '07

05 Jan '07

Hi, Why the passed time of the ticket not firm also when these come sluices? Thanks

1 0

Insert Logo
by daniele.otrs＠libero.it 05 Jan '07

05 Jan '07

Hi, How I insert the logo and company name in my customer.pl? Which are the files to modify ? Thanks!

1 0

Update: New Customers Not Receiving New Ticket Auto-Response
by icecoldeuro＠gmail.com 05 Jan '07

05 Jan '07

I forgot to mention: When I closed out some of the test tickets I DID get a State Change notification to the "customer" address from which I sent the original email. So I get New Ticket notifications to the agent, State Change Notifications to the customers, but I don't get the New Ticket notification to the customer which should contain the user id and temporary password. Thanks!

1 0

New Customers Not Receiving New Ticket Auto-Response
by icecoldeuro＠gmail.com 04 Jan '07

04 Jan '07

Good evening! I recently installed OTRS 1.3 (since I didn't want to deal with installing the various prerequisites for v2 on my Ubuntu system). Overall, it looks like a great tool. I got as far as receiving, as an agent/admin, new ticket notifications but if I pretend to be a "customer" submitting a ticket via email from some email address I don't receive any sort of auto-response telling me that it was received and somebody will get to it soon. As far as the web interface goes I've pretty much tried everything I can, so I think it has to do with the Config.pm file. I've copied everything from the default file that deals with customers but to no avail. There is also no indication in the System log that an email is being generated to the customer...only to the agent, which I do receive. Does anyone have any pointers for me? Thanks!

1 0

RE: [otrs] OTRS on CentOS 4.4 incredibly slow
by Jason Loven 04 Jan '07

04 Jan '07

Actually I built a VM-based CentOS box and did the RPM install of OTRS. It's the only thing running on this particular VM. I got mod_perl without any real work on my part. Wish I had more useful info to give you. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 2:55 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS on CentOS 4.4 incredibly slow That sounds much more acceptable. How did you achieve the mod_perl? mike ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: 04 January 2007 19:31 To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS on CentOS 4.4 incredibly slow Just FYI... I had/have similar problems. Getting mod_perl going helped but there is still a noticeable pause when moving from page to page. Typically 5-8 seconds on average. This appears to be mostly related to the code that handles loading the page formatting as I remember it. I had done some perl profiling a while back on our older server to try to determine where the bottleneck was. I have some other PHP and Perl based apps running on the same platform that snap almost instantly from page to page. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 1:59 PM To: User questions and discussions about OTRS.org Subject: [otrs] OTRS on CentOS 4.4 incredibly slow My OTRS system is taking upwards of 20 seconds per action to load pages, log in, process actions etc. This is very frustrating. Could it be the OS that is causing this? I have a standard CentOS 4.4 server load that I have run yum update on, set up mysql and apache, installed OTRS rpm, and basically that's it. I saw a post from someone referring to a CGI update, which I did, then it killed the system and apache would not restart, so I have wiped the system and started from scratch. Mike

1 0

RE: [otrs] OTRS on CentOS 4.4 incredibly slow
by Mike Hayward 04 Jan '07

04 Jan '07

That sounds much more acceptable. How did you achieve the mod_perl? mike ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: 04 January 2007 19:31 To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS on CentOS 4.4 incredibly slow Just FYI... I had/have similar problems. Getting mod_perl going helped but there is still a noticeable pause when moving from page to page. Typically 5-8 seconds on average. This appears to be mostly related to the code that handles loading the page formatting as I remember it. I had done some perl profiling a while back on our older server to try to determine where the bottleneck was. I have some other PHP and Perl based apps running on the same platform that snap almost instantly from page to page. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 1:59 PM To: User questions and discussions about OTRS.org Subject: [otrs] OTRS on CentOS 4.4 incredibly slow My OTRS system is taking upwards of 20 seconds per action to load pages, log in, process actions etc. This is very frustrating. Could it be the OS that is causing this? I have a standard CentOS 4.4 server load that I have run yum update on, set up mysql and apache, installed OTRS rpm, and basically that's it. I saw a post from someone referring to a CGI update, which I did, then it killed the system and apache would not restart, so I have wiped the system and started from scratch. Mike

1 0

RE: [otrs] OTRS on CentOS 4.4 incredibly slow
by Jason Loven 04 Jan '07

04 Jan '07

Just FYI... I had/have similar problems. Getting mod_perl going helped but there is still a noticeable pause when moving from page to page. Typically 5-8 seconds on average. This appears to be mostly related to the code that handles loading the page formatting as I remember it. I had done some perl profiling a while back on our older server to try to determine where the bottleneck was. I have some other PHP and Perl based apps running on the same platform that snap almost instantly from page to page. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 1:59 PM To: User questions and discussions about OTRS.org Subject: [otrs] OTRS on CentOS 4.4 incredibly slow My OTRS system is taking upwards of 20 seconds per action to load pages, log in, process actions etc. This is very frustrating. Could it be the OS that is causing this? I have a standard CentOS 4.4 server load that I have run yum update on, set up mysql and apache, installed OTRS rpm, and basically that's it. I saw a post from someone referring to a CGI update, which I did, then it killed the system and apache would not restart, so I have wiped the system and started from scratch. Mike

1 0

OTRS on CentOS 4.4 incredibly slow
by Mike Hayward 04 Jan '07

04 Jan '07

My OTRS system is taking upwards of 20 seconds per action to load pages, log in, process actions etc. This is very frustrating. Could it be the OS that is causing this? I have a standard CentOS 4.4 server load that I have run yum update on, set up mysql and apache, installed OTRS rpm, and basically that's it. I saw a post from someone referring to a CGI update, which I did, then it killed the system and apache would not restart, so I have wiped the system and started from scratch. Mike

1 0

Remove icon from Agent and Customer interface - Help
by Cristiane koda 04 Jan '07

04 Jan '07

Hi, I'm trying to remove the "ticket email" icon from the agent interface and "Logout" icon from the customer interface. I found reading the previous emails, and I tried to modify the AgentNavigationBar.dtl, but this file has one block that is responsible for more than one icon and I just want to remove one of them. <snip>  <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover=" window.status='$Text{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td> </snip> I tried to comment the lines bellow in the config.pm, without success: $Self->{'Frontend::Module'}->{'Logout'} = { Description => 'Logout', NavBar => [ { Description => 'Logout', Name => 'Logout', Image => 'exit.png ', Link => 'Action=Logout', NavBar => '', Block => 'ItemPre', Prio => 100, AccessKey => 'l', }, ], }; Does anybody could help me, please? Thanks a lot. Cristiane

1 0

sizelimit exceeded
by richard.bosch＠bbraun.com 04 Jan '07

04 Jan '07

Hello, i got OTRS working but now when i try to intergrade it with AD i get the error: Thu Jan 4 11:53:28 2007 error OTRS-CGI-10 Sizelimit exceeded the binding with AD is working but i only get the error in my log and it doesn't retreive any data. i hope someone can help me. Gtz Richard ******************************************************************************** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ********************************************************************************

1 0

Move articles from database to filesystem
by Marc Redeker 04 Jan '07

04 Jan '07

Hello and a happy new year together, i changed the article storage from an MySQL database to Filesystem (ext3). So from now all articles and attachements are stored on the filesystem. Now to my question: Is is possible to move all existing articles from the mysql DB to the Filesystem? The reason is that customers often send us eMails with 150 uo to 400 jpeg images as simple attachements without using e.g. Zip. So we have to select every image in the ticket using "save target as". I'm running OTRS 2.0.4 with Apache 2.0.45 Mysql 4.0.24 on Debian. thanks in advance, Marc -- innovatis AG Marc Redeker Service & Support Im Technologiezentrum Meisenstr. 96 D-33607 Bielefeld / Germany Phone +49 521 2997 278 Mobil +49 160 90888614 Fax +49 521 2997 291 mailto:marc.redeker@innovatis.com http://www.innovatis.com

2 3

Error after Update of OTRS v. 1.3.2 to v. 2.1.4
by Beat Müller 03 Jan '07

03 Jan '07

Hi, I'm just trying to Update our OTRS installation from v. 1.3.2 to v. 2.1.4 on a RedHat EL 4 AS / Postgresql 7.4.13 test installation. The update process seemed to run fine following the installation manual of the current OTRS version and the hints from 'Upgrading - upgrading OTRS' (I dumped the current db from our operational installation, restored it into the test installation and ran 'DBUpdate- to-2.1.postgresql.sql'. Now I go to login page of OTRS I can give in my UID and PWD and Ican login successfully into the system, but getting back the following error message in my browser window: Software error: Can't insert session id! at ../..//Kernel/System/AuthSession/DB.pm line 204. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. A look in the Apache error log returns I bunch of error messages (see below), which are not helping me to solve the problem. I also added the output of the db update script to this email (see further below). There are some error messages, but I guess they are the reason for the malfunction of OTRS. Any hints from somebody how this issue can be solved? Many thanks Beat Mueller ------------ Output of Apache error log ----------------------------- [Wed Jan 03 20:51:42 2007] [error] [client ] [Wed Jan 3 20:51:42 2007] index.pl: DBD::Pg::st execute failed: ERROR: relation "role_user" does not exist, referer: http://pruefstand.ethz.ch/otrs/ index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Wed Jan 3 20:51:42 2007, referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Message: ERROR: relation "role_user" does not exist, referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , SQL: 'SELECT ru.role_id, ru.user_id, r.name FROM role_user ru, roles r WHERE r.valid_id IN ( 1 ) AND r.id = ru.role_id AND ru.user_id = 6', referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Traceback (4318): , referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::Group::GroupUserRoleMemberList (v1.40) Line: 1190, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::Group::GroupMemberList (v1.40) Line: 498, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 230, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: /opt/otrs/bin/ cgi-bin/index.pl (v1.81) Line: 47, referer: http://pruefstand.ethz.ch/ otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] [Wed Jan 3 20:51:42 2007] index.pl: DBD::Pg::st fetchrow_array failed: no statement executing, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] [Wed Jan 3 20:51:42 2007] index.pl: DBD::Pg::st execute failed: ERROR: relation "role_user" does not exist, referer: http://pruefstand.ethz.ch/otrs/ index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Wed Jan 3 20:51:42 2007, referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Message: ERROR: relation "role_user" does not exist, referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , SQL: 'SELECT ru.role_id, ru.user_id, r.name FROM role_user ru, roles r WHERE r.valid_id IN ( 1 ) AND r.id = ru.role_id AND ru.user_id = 6', referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Traceback (4318): , referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::Group::GroupUserRoleMemberList (v1.40) Line: 1190, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::Group::GroupMemberList (v1.40) Line: 498, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 239, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: /opt/otrs/bin/ cgi-bin/index.pl (v1.81) Line: 47, referer: http://pruefstand.ethz.ch/ otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] [Wed Jan 3 20:51:42 2007] index.pl: DBD::Pg::st fetchrow_array failed: no statement executing, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] [Wed Jan 3 20:51:42 2007] index.pl: DBD::Pg::st execute failed: ERROR: relation "sessions" does not exist, referer: http://pruefstand.ethz.ch/otrs/ index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Wed Jan 3 20:51:42 2007, referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Message: ERROR: relation "sessions" does not exist, referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , SQL: 'SELECT session_id FROM sessions ', referer: http://pruefstand.ethz.ch/otrs/ index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Traceback (4318): , referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::AuthSession::DB::GetAllSessionIDs (v1.23) Line: 272, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::AuthSession::GetExpiredSessionIDs (v1.26) Line: 211, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::AuthSession::CreateSessionID (v1.26) Line: 144, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 248, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: /opt/otrs/bin/ cgi-bin/index.pl (v1.81) Line: 47, referer: http://pruefstand.ethz.ch/ otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] [Wed Jan 3 20:51:42 2007] index.pl: DBD::Pg::st fetchrow_array failed: no statement executing, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] [Wed Jan 3 20:51:42 2007] index.pl: DBD::Pg::db do failed: ERROR: relation "sessions" does not exist, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Wed Jan 3 20:51:42 2007, referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Message: ERROR: relation "sessions" does not exist, referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , SQL: 'INSERT INTO sessions (session_id, session_value) VALUES ('107d4d03fffd21225b000b3235898c285', 'ValidID:MQ==:\\;UserIsGroup [stats]:WWVz:\\;UserComment::\\;UserRefreshTime:MTU=:\ \;UserEmail:bXVlbGxlckBuZXQuZXRoei5jaA==:\\;UserTheme:U3RhbmRhcmQ=:\ \;UserID:Ng==:\\;UserType:VXNlcg==:\\;UserCreateNextMask::\ \;UserFirstname:QmVhdA==:\\;UserSendNewTicketNotification::\ \;_UserLogin:bXVlbGxlcg==:\\;UserPw:bXUzMnJTYlRVOFhMTQ==:\ \;UserSalutation:SGVyciBEci4=:\\;UserSpellDict:ZGV1dHNjaA==:\ \;UserIsGroupRo[admin]:WWVz:\\;UserLastname:TXVlbGxlcg==:\ \;UserLastRequest:MTE2Nzg1MzkwMg==:\\;UserIsGroup[users]:WWVz:\ \;UserSendLockTimeoutNotification::\\;UserIsGroup[admin]:WWVz:\ \;UserLogin:bXVlbGxlcg==:\\;UserSendFollowUpNotification::\ \;UserIsGroupRo[users]:WWVz:\\;UserLanguage:ZGU=:\\;UserIsGroupRo [stats]:WWVz:\\;UserQueueViewShowTickets:MTU=:\\;_UserPw:MW9lbGE0:\ \;UserQueueView:VGlja2V0Vmlldw==:\\;UserSendMoveNotification::\ \;UserLastLogin:MTE2Nzg1MjMzNw==:\\;UserSessionStart:MTE2Nzg1MzkwMg==: \\;UserRemoteAddr:MTI5LjEzMi4yNDAuMTk5:\ \;UserRemoteUserAgent:TW96aWxsYS81LjAgKE1hY2ludG9zaDsgVTsgUFBDIE1hYyBPUy BYIE1hY2gtTzsgZW4tVVM7IHJ2OjEuNy4xMykgR2Vja28vMjAwNjA0MTQ=:\\;')', referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Traceback (4318): , referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::AuthSession::DB::CreateSessionID (v1.23) Line: 204, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::AuthSession::CreateSessionID (v1.26) Line: 151, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 248, referer: http://pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] Module: /opt/otrs/bin/ cgi-bin/index.pl (v1.81) Line: 47, referer: http://pruefstand.ethz.ch/ otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] , referer: http:// pruefstand.ethz.ch/otrs/index.pl [Wed Jan 03 20:51:42 2007] [error] [client ] [Wed Jan 3 20:51:42 2007] index.pl: Can't insert session id! at ../..//Kernel/System/ AuthSession/DB.pm line 204., referer: http://pruefstand.ethz.ch/otrs/ index.pl ------------------------------------------------------------------------ ------ ------------ Output of DB-Update-Script (DBUpdate- to-2.1.postgresql.sql) ------------------ ERROR: adding columns with defaults is not implemented HINT: Add the column, then use ALTER TABLE SET DEFAULT. ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE INSERT 282715 1 INSERT 282716 1 INSERT 282717 1 ALTER TABLE CREATE TABLE CREATE INDEX INSERT 282721 1 INSERT 282722 1 ERROR: relation "object_link" does not exist CREATE TABLE ERROR: relation "object_link_old" does not exist ERROR: table "object_link_old" does not exist NOTICE: CREATE TABLE will create implicit sequence "faq_voting_id_seq" for "serial" column "faq_voting.id" NOTICE: CREATE TABLE / PRIMARY KEY will create implicit index "faq_voting_pkey" for table "faq_voting" CREATE TABLE ALTER TABLE ALTER TABLE UPDATE 1 UPDATE 1 ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ALTER TABLE ERROR: relation "faq_attachment" does not exist ERROR: relation "faq_attachment" does not exist ERROR: relation "faq_attachment" does not exist ERROR: relation "faq_attachment" does not exist ------------------------------------------------------------------- ------------------------------------------------------------------------ ------------------------------- Beat Mueller Informatikkoordinator NET - Network for Educational Technology ETH Zentrum SOW G 17 Sonneggstrasse 63 CH-8092 Zuerich Tel: +41-44-632-6160 Fax: +41-44-632-1134 EMail: mueller(a)net.ethz.ch Website: http://www.net.ethz.ch

1 0

Unable to start OTRS following CGI update
by Mike Hayward 03 Jan '07

03 Jan '07

Hi. I followed advice given in http://osdir.com/ml/otrs@otrs.org/msg12325.html to try and speed up the OTRS system, now it won't start apache at all. I get a [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server Message. I have CGI 3.25 installed. How do I revert this to what I had before (3.0.x I believe)? Obviously I cannot run OTRS so this is a major issue that I may need to reformat to deal with... Thanks Mike

1 0

Newbie Problems
by Shue, Daniel G. 03 Jan '07

03 Jan '07

Hello folks... Let start by saying..... YES, I am running OTRS 2.1.4 on IIS 6 and ActivePerl 5.6. I know..... I know....... But it works so well except for two little minor problems, which is where I need the help from all powerful guru's on top of the mountain to bless me with some knowledge. First problem, saw this in a post through Google but no solution, right after I login and after I do certain things (things that would update the DB I suppose) I get a page with just "document moved" at the top. "Moved" is hyperlinked and upon clicking it the link takes me to where I need to go and all is well. It's just aggravating. It appears to be some problem with the session or session ID maybe? If someone could just give me some ideas then maybe I can work it out, me being a Micro$oft lover and all. :-) My other small problem is from the package manager.... when trying to install a new package such as the FAQ I get this error message returned.... Software error: Can't use an undefined value as an ARRAY reference at ../..//Kernel/System/Config.pm line 141. For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. Same goes for any package..... and if I download it and try to install it "manually" by browsing to the manually downloaded package; same thing. The added packages look very nice and I would like to get them installed. If the is a more manual way of getting them installed then please let me know. Thanks for any help that you guys can offer. And for the record, I did try to go Apache on Windows, but it couldn't load a module (Can't load Perl module Apache::Registry) and I wasn't smart enough to figure it out. Daniel This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

2 1

RE: [otrs] POP3 locks
by Mike Hayward 03 Jan '07

03 Jan '07

All sorted, it in fact was permissions on the /tmp directory apparently. My ISP set them incorrectly. Thanks for the replies Mike ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nathan Campbell Sent: 03 January 2007 01:01 To: User questions and discussions about OTRS.org Subject: RE: [otrs] POP3 locks Verify that the password you have configured for the POP3 account is accurate. Sounds like it is incorrect and when it tries to use the incorrect password, after so many attempts, the account is locked out. Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com <mailto:n.campbell@dalsym.com> 214-871-4026 http://www.dallassymphony.com <http://www.dallassymphony.com/> ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Beugen, Peter van Sent: Tuesday, January 02, 2007 3:38 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] POP3 locks Do you have a POP3 (?IMAP) server running?? (Dovecot / Cyrus / ... ???) Regards, Peter van Beugen ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Mike Hayward Verzonden: dinsdag 2 januari 2007 21:54 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] POP3 locks Every time my OTRS connects to my pop server, the account is locked, then each time OTRS attempts to connect, or if we try to log in via web mail, the connection is refused, telling us to check auth details etc. When telnetting into the server, we log on and it says mailbox locked. It seems the only way we can unlock it is to delete the mail box. Any ideas how we can resolve this one? Quite important. Thanks Mike Hayward

1 0

RE: [otrs] POP3 locks
by Nathan Campbell 03 Jan '07

03 Jan '07

Verify that the password you have configured for the POP3 account is accurate. Sounds like it is incorrect and when it tries to use the incorrect password, after so many attempts, the account is locked out. Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com <mailto:n.campbell@dalsym.com> 214-871-4026 http://www.dallassymphony.com <http://www.dallassymphony.com/> _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Beugen, Peter van Sent: Tuesday, January 02, 2007 3:38 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] POP3 locks Do you have a POP3 (?IMAP) server running?? (Dovecot / Cyrus / ... ???) Regards, Peter van Beugen _____ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Mike Hayward Verzonden: dinsdag 2 januari 2007 21:54 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] POP3 locks Every time my OTRS connects to my pop server, the account is locked, then each time OTRS attempts to connect, or if we try to log in via web mail, the connection is refused, telling us to check auth details etc. When telnetting into the server, we log on and it says mailbox locked. It seems the only way we can unlock it is to delete the mail box. Any ideas how we can resolve this one? Quite important. Thanks Mike Hayward

2 1

RE: [otrs] POP3 locks
by Beugen, Peter van 02 Jan '07

02 Jan '07

Do you have a POP3 (?IMAP) server running?? (Dovecot / Cyrus / ... ???) Regards, Peter van Beugen ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Mike Hayward Verzonden: dinsdag 2 januari 2007 21:54 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] POP3 locks Every time my OTRS connects to my pop server, the account is locked, then each time OTRS attempts to connect, or if we try to log in via web mail, the connection is refused, telling us to check auth details etc. When telnetting into the server, we log on and it says mailbox locked. It seems the only way we can unlock it is to delete the mail box. Any ideas how we can resolve this one? Quite important. Thanks Mike Hayward

1 0

POP3 locks
by Mike Hayward 02 Jan '07

02 Jan '07

Every time my OTRS connects to my pop server, the account is locked, then each time OTRS attempts to connect, or if we try to log in via web mail, the connection is refused, telling us to check auth details etc. When telnetting into the server, we log on and it says mailbox locked. It seems the only way we can unlock it is to delete the mail box. Any ideas how we can resolve this one? Quite important. Thanks Mike Hayward

1 0

RE: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5
by Beugen, Peter van 02 Jan '07

02 Jan '07

When I installed Fedora 5, Sendmails SMTP port option was configured as localhost. I use Webmin for most of my configuration, so in Webmin I switch it to "default". Maybe you have the same problem. And after that all worked like a charm.... SMTP port options: This option allows you to configure what IP address and port the sendmail server listens on. For details of the possible values for this option, see the sendmail documentation. Regards, Peter Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Mike Hayward Verzonden: dinsdag 2 januari 2007 16:03 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5 I have now got sendmail working, but it is still failing to collect emails. Any assistance would be greatly appreciated. Mike ________________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: 01 January 2007 20:56 To: User questions and discussions about OTRS.org Subject: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5 Hi, I have a stock load of CentOS 4.4 server, and OTRS will not send or receive emails. The syslog shows error OTRS-PM3-10 Can't connect to 192.168.25.5 I get this message running postmasterPOP3.pl directly: [root@otrs bin]# ./PostMasterPOP3.pl Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.5/Net/POP3.pm line 57, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Mon Jan 1 20:50:45 2007 Message: Can't connect to 192.168.25.5 Traceback (11625): Module: main::FetchMail (v1.23) Line: 152 Module: ./PostMasterPOP3.pl (v1.23) Line: 125 I am hoping that this is just a simple config issue with CentOS, but any help appreciated. It is odd that sendmail is not working either. I have no firewall or SELinux, and all ports relevant are open. Thanks Best regards Mike Hayward

2 2

Newbie Problems
by Shue, Daniel G. 02 Jan '07

02 Jan '07

Hello folks... Let start by saying..... YES, I am running OTRS 2.1.4 on IIS 6 and ActivePerl 5.6. I know..... I know....... But it works so well except for two little minor problems, which is where I need the help from all powerful guru's on top of the mountain to bless me with some knowledge. First problem, saw this in a post through Google but no solution, right after I login and after I do certain things (things that would update the DB I suppose) I get a page with just "document moved" at the top. "Moved" is hyperlinked and upon clicking it the link takes me to where I need to go and all is well. It's just aggravating. It appears to be some problem with the session or session ID maybe? If someone could just give me some ideas then maybe I can work it out, me being a Micro$oft lover and all. :-) My other small problem is from the package manager.... when trying to install a new package such as the FAQ I get this error message returned.... Software error: Can't use an undefined value as an ARRAY reference at ../..//Kernel/System/Config.pm line 141. For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. Same goes for any package..... and if I download it and try to install it "manually" by browsing to the manually downloaded package; same thing. The added packages look very nice and I would like to get them installed. If the is a more manual way of getting them installed then please let me know. Thanks for any help that you guys can offer. And for the record, I did try to go Apache on Windows, but it couldn't load a module (Can't load Perl module Apache::Registry) and I wasn't smart enough to figure it out. Daniel

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RE: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5
by Beugen, Peter van 02 Jan '07

02 Jan '07

By the way: Sendmail is a MTA and NOT a POP3 server If you want POP3 services install Dovecot or Cyrus as well ! (it fooled me the first time too....) Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Mike Hayward Verzonden: dinsdag 2 januari 2007 16:03 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5 I have now got sendmail working, but it is still failing to collect emails. Any assistance would be greatly appreciated. Mike ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: 01 January 2007 20:56 To: User questions and discussions about OTRS.org Subject: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5 Hi, I have a stock load of CentOS 4.4 server, and OTRS will not send or receive emails. The syslog shows error OTRS-PM3-10 Can't connect to 192.168.25.5 I get this message running postmasterPOP3.pl directly: [root@otrs bin]# ./PostMasterPOP3.pl Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.5/Net/POP3.pm line 57, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Mon Jan 1 20:50:45 2007 Message: Can't connect to 192.168.25.5 Traceback (11625): Module: main::FetchMail (v1.23) Line: 152 Module: ./PostMasterPOP3.pl (v1.23) Line: 125 I am hoping that this is just a simple config issue with CentOS, but any help appreciated. It is odd that sendmail is not working either. I have no firewall or SELinux, and all ports relevant are open. Thanks Best regards Mike Hayward

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Newbie Problems
by Shue, Daniel G. 02 Jan '07

02 Jan '07

Hello folks... Let start by saying..... YES, I am running OTRS 2.1.4 on IIS 6 and ActivePerl 5.6. I know..... I know....... But it works so well except for two little minor problems, which is where I need the help from all powerful guru's on top of the mountain to bless me with some knowledge. First problem, saw this in a post through Google but no solution, right after I login and after I do certain things (things that would update the DB I suppose) I get a page with just "document moved" at the top. "Moved" is hyperlinked and upon clicking it the link takes me to where I need to go and all is well. It's just aggravating. It appears to be some problem with the session or session ID maybe? If someone could just give me some ideas then maybe I can work it out, me being a Micro$oft lover and all. :-) My other small problem is from the package manager.... when trying to install a new package such as the FAQ I get this error message returned.... Software error: Can't use an undefined value as an ARRAY reference at ../..//Kernel/System/Config.pm line 141. For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. Same goes for any package..... and if I download it and try to install it "manually" by browsing to the manually downloaded package; same thing. The added packages look very nice and I would like to get them installed. If the is a more manual way of getting them installed then please let me know. Thanks for any help that you guys can offer. And for the record, I did try to go Apache on Windows, but it couldn't load a module (Can't load Perl module Apache::Registry) and I wasn't smart enough to figure it out. Daniel This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

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OTRS-PM3-10 Can't connect to 192.168.25.5
by Mike Hayward 02 Jan '07

02 Jan '07

Hi, I have a stock load of CentOS 4.4 server, and OTRS will not send or receive emails. The syslog shows error OTRS-PM3-10 Can't connect to 192.168.25.5 I get this message running postmasterPOP3.pl directly: [root@otrs bin]# ./PostMasterPOP3.pl Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.5/Net/POP3.pm line 57, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Mon Jan 1 20:50:45 2007 Message: Can't connect to 192.168.25.5 Traceback (11625): Module: main::FetchMail (v1.23) Line: 152 Module: ./PostMasterPOP3.pl (v1.23) Line: 125 I am hoping that this is just a simple config issue with CentOS, but any help appreciated. It is odd that sendmail is not working either. I have no firewall or SELinux, and all ports relevant are open. Thanks Best regards Mike Hayward

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403 when trying to access ORTS
by richard.bosch＠bbraun.com 02 Jan '07

02 Jan '07

Hello, when i try to access ORTS from another machine i get the 403 error it is installed on FC6 and i don't know where to look for the problem because perl is comletly new for me. Regards Richard Bosch ******************************************************************************** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of the company of the sender of this e-mail. Unauthorized use, disclosure, or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail and destroy this communication and all copies thereof, including all attachments. ********************************************************************************

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R: [otrs] Cannot see otrs from outside network
by Alessandro Paiusco 02 Jan '07

02 Jan '07

I think something is not correct in Nat/port forwarding connection, I don't think is an otrs error. Alessandro Paiusco ________________________________ Da: otrs-bounces(a)otrs.org per conto di Mike Hayward Inviato: dom 31/12/2006 17.08 A: User questions and discussions about OTRS.org Oggetto: RE: [otrs] Cannot see otrs from outside network The message is "Could not open connection to the host, on port 80: Connect failed" Nothing is showing in the logs. I have looked in /etc/httpd/logs/access_log and error_log Mike Hayward -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alessandro Paiusco Sent: 31 December 2006 15:03 To: otrs(a)otrs.org Subject: I: [otrs] Cannot see otrs from outside network Hi, have you tried a test as so: telnet otrs.mydomain.co.uk 80 from outside and see apache/system log ? what is the result? *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* -----Messaggio originale----- Da: otrs-bounces(a)otrs.org per conto di Mike Hayward Inviato: dom 31/12/2006 13.23 A: otrs(a)otrs.org Oggetto: [otrs] Cannot see otrs from outside network Hi, A big thanks to all who have assisted me the last week or so. I have installed CentOS on a new server and put otrs on. It works fine within the network but I cannot see otrs from outside. I have a static IP and DNS name (otrs.mydomain.co.uk) for the server and it times out when connecting. I have a second linux server which also has a static IP (pingu.mydomain.co.uk). I have swapped the port forwarding and tested the dns names (otrs.mydomain.co.uk forwarded to the pingu box, all ok), and they all resolve ok. I have disabled SELinux and the firewall, but still I get a timeout error. Is there any setting in otrs to prevent outside connections? Best regards Mike Hayward Managing Director Comclusive Limited e: mike.hayward(a)comclusive.co.uk <mailto:mike.hayward@comclusive.co.ukw> w: www.comclusive.co.uk <http://www.comclusive.co.uk/> t: 0845 003 7571 m: 07793 505155 (Direct) 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 have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/

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I: [otrs] Cannot see otrs from outside network
by Alessandro Paiusco 31 Dec '06

31 Dec '06

Hi, have you tried a test as so: telnet otrs.mydomain.co.uk 80 from outside and see apache/system log ? what is the result? *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* -----Messaggio originale----- Da: otrs-bounces(a)otrs.org per conto di Mike Hayward Inviato: dom 31/12/2006 13.23 A: otrs(a)otrs.org Oggetto: [otrs] Cannot see otrs from outside network Hi, A big thanks to all who have assisted me the last week or so. I have installed CentOS on a new server and put otrs on. It works fine within the network but I cannot see otrs from outside. I have a static IP and DNS name (otrs.mydomain.co.uk) for the server and it times out when connecting. I have a second linux server which also has a static IP (pingu.mydomain.co.uk). I have swapped the port forwarding and tested the dns names (otrs.mydomain.co.uk forwarded to the pingu box, all ok), and they all resolve ok. I have disabled SELinux and the firewall, but still I get a timeout error. Is there any setting in otrs to prevent outside connections? Best regards Mike Hayward Managing Director Comclusive Limited e: mike.hayward(a)comclusive.co.uk <mailto:mike.hayward@comclusive.co.ukw> w: www.comclusive.co.uk <http://www.comclusive.co.uk/> t: 0845 003 7571 m: 07793 505155 (Direct) 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 have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

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Cannot see otrs from outside network
by Mike Hayward 31 Dec '06

31 Dec '06

Hi, A big thanks to all who have assisted me the last week or so. I have installed CentOS on a new server and put otrs on. It works fine within the network but I cannot see otrs from outside. I have a static IP and DNS name (otrs.mydomain.co.uk) for the server and it times out when connecting. I have a second linux server which also has a static IP (pingu.mydomain.co.uk). I have swapped the port forwarding and tested the dns names (otrs.mydomain.co.uk forwarded to the pingu box, all ok), and they all resolve ok. I have disabled SELinux and the firewall, but still I get a timeout error. Is there any setting in otrs to prevent outside connections? Best regards Mike Hayward Managing Director Comclusive Limited e: mike.hayward(a)comclusive.co.uk <mailto:mike.hayward@comclusive.co.ukw> w: www.comclusive.co.uk <http://www.comclusive.co.uk/> t: 0845 003 7571 m: 07793 505155 (Direct) 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 have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

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Question on Email Blank Answer
by Dave Wojciechowski 30 Dec '06

30 Dec '06

Questions for setup repsonses, is there a way to get this option on a note as it is on phone calls, some of the notes i would like to send an email to the customer based off the notes added.

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pending reminder notification email problem
by Zola 30 Dec '06

30 Dec '06

hi all i update from 2.0.4p01-1 (debian package) to latest stable 2.1.4 (.tar version) follow instructions UPDATE,INSTALL docs.. new otrs seemingly works ok, i ceated test tickets and testing functions.. i found one problem, Pending reminder.. pending reminder working BUT not send notification email. sending emails handled PendingJobs, which running by cron.. if i run manually i see only this: otrs:/otrs/bin# ./PendingJobs.pl PendingJobs.pl <Revision 1.26> - check pending tickets Copyright (c) 2001-2006 OTRS GmbH, http://otrs.org/ otrs:/otrs/bin# no information in otrs.log i have a lot of ticket with pendig reminder state. set new tickets to pendign reminder, but nothing.. plz. help this is a bug? how set debug log? Zola

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Windows fetchmail cron
by Mike Hayward 29 Dec '06

29 Dec '06

Hi, Thanks to all who have assisted me so far, I now have an almost flawless system. I do however have a final question, I tried to change the fetchmail to retrieve every two minutes (This is on a Windows system), rebooted the server but it still only fetches every ten minutes. I changed the fetchmail.dist file in C:\OTRS\otrs\var\cron, is this correct? I am considering replacing this system with a RHEL 9 system. Would the installer for RHEL 8 work ok, and how do I change the fetchmail cron in that? Thanks again Best regards Mike Hayward

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pre-established database connection with otrs 2.1.2 and mod_perl 2.0.3
by Wiktor Wodecki 29 Dec '06

29 Dec '06

Hello, I have trouble getting pre-established database connections to work with mod_perl 2.0.3. Mod_perl itself is working fine, the pages are loaded quite fast. However, In the past I had mod_perl 1.9-something which allowed me to keep database connections alive. My setup is: mod_perl 2.0.3 otrs 2.1.2 perl cgi: 3.25 db-type: postgres apache: 2.0.59 My working config was: use Apache (); use Apache2; use Apache::compat; use Apache::DBI (); use DBI (); use DBD::Pg (); Apache::DBI->connect_on_init('DBI:Pg:dbname=otrs-1.3.2-01;host=postgres','user', 'pass'); I've read a bit through the mod_perl site, and it seems that the aproperiate DBI module has not been implemented yet. Is this true? Does someone have pre-established db-connections with recent mod_perl versions? How did you do it? thanks in advance, -- Regards, Wiktor Wodecki net mobile AG, Zollhof 17, 40221 Duesseldorf, Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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SOLVED: Tickets Average open time
by Richard Mollel 28 Dec '06

28 Dec '06

--- Richard Mollel <unixtipz(a)yahoo.com> wrote: > Hi, > I am trying to run metrics...to find out average > time > of tickets stay open, for say, a week, a month or > total average from a given point in time. > Any clues on how to achieve this, even if it means > custom script fetching input from mysql db? > Where is the best place to locate the mysql variable > names? > > _Thanks > > Richard > Revisted this today...and just incase someone was looking into similar issue....I ended up performing one-liner mysql call...using builtin functions found under newer versions of mysql (4+)...after locating the table & fields that hold needed variables and determined their datatype. otrs>select AVG(TIMESTAMPDIFF(HOUR, create_time, change_time)) from ticket; +----------------------------------------------------+ | AVG(TIMESTAMPDIFF(HOUR, create_time, change_time)) | +----------------------------------------------------+ | 61.3636 | +----------------------------------------------------+ 1 row in set (0.00 sec) Gave me average open time of all tickets in the system. this has no logic for night hours, work hours, weekends or anything like that.....but it is exactly what i needed. Richard __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Time Closed Tickets
by Ernesto Ciccarelli 28 Dec '06

28 Dec '06

1 - A customer opens a ticket towards the tail system. 2 - An agent of the thing system takes in management the ticket, he resolves it and he closes it.ù 3 - Customer when he visualizes its ticket sees that the time associated to the ticket closed continues to increase instead remaining firm. Why the time does not remain firm? The time that I see in the window indicates the duration of the ticket when still it is not closed? Who can help me? Thanks, Ernesto.

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Time Closed Tickets
by Ernesto Ciccarelli 28 Dec '06

28 Dec '06

1 - A customer opens a ticket towards the tail system. 2 - An agent of the thing system takes in management the ticket, he resolves it and he closes it.ù 3 - Customer when he visualizes its ticket sees that the time associated to the ticket closed continues to increase instead remaining firm. Why the time does not remain firm? The time that I see in the window indicates the duration of the ticket when still it is not closed? Who can help me? Thanks, Ernesto Ciccarelli

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Windows Server email error
by Mike Hayward 28 Dec '06

28 Dec '06

I wrote in a few days ago with an issue about SBS 2003 pop3 retrieval. I followed the advice given and enabled a pop allowance for the OTRS account. This morning I tried to retrieve, and it worked once, then kept failing. Log entries are below. I have changed nothing since it worked the first time. [Thu Dec 28 11:00:07 2006][Notice][main::FetchMail] Fetched 1 email(s) from technical@cxxxxxxxive.local@192.168.25.5. [Thu Dec 28 11:04:23 2006][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Technical Support <technical(a)cxxxxxxive.co.uk>' from 'Technical Support <technical(a)cxxxxxxxxive.co.uk>'. HistoryType => SendCustomerNotification, Subject => Re: [Ticket#2006122410000019] New State "closed successful"!; [Thu Dec 28 11:04:23 2006][Notice][Kernel::System::Ticket::Article::SendCustomerNotification] Sent customer 'StateUpdate' notification to 'Technical Support <technical(a)cxxxxxxxive.co.uk>'. [Thu Dec 28 11:10:03 2006][Error][main::FetchMail][162] Auth for user technical@cxxxxxxive.local@192.168.25.5 failed! [Thu Dec 28 11:20:11 2006][Error][main::FetchMail][162] Auth for user technical@cxxxxxxive.local@192.168.25.5 failed! [Thu Dec 28 11:20:12 2006][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! [Thu Dec 28 11:30:08 2006][Error][main::FetchMail][162] Auth for user technical@cxxxxxxive.local@192.168.25.5 failed! [Thu Dec 28 11:40:16 2006][Error][main::FetchMail][162] Auth for user technical@cxxxxxxive.local@192.168.25.5 failed! [Thu Dec 28 11:40:17 2006][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! Any help would be greatly appreciated. Also, I tried to change the fetchmail to retrieve every two minutes (This is on a Windows system), rebooted the server but it still only fetches every ten minutes. I changed the fetchmail.dist file in C:\OTRS\otrs\var\cron, is this correct? Many thanks. Mike Hayward

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LDAP (ActiveDirectory) customer authentication problem
by Mike Clayton 28 Dec '06

28 Dec '06

I realize this question has been beaten to a pulp, but after three days of searching, i haven't found any answer, so here goes: I'm trying to authenticate customers against our active directory domain, it works fine if the customer has been added to the DB manually, but if not, all i get is: "Panic! no UserData!!!" my understanding is that OTRS is supposed to automatically fill in the necesesary data in the database by pulling it from LDAP. Why then does it not seem to: Kernel/Config.pm: package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'hook.hfp.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=HFP,dc=COM'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'domain_user'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'user_password'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, version => 3, }; $Self->{'UserSyncLDAPMap'} = { # DB -> LDAP Title => 'title', Firstname => 'givenName', Lastname => 'sn', Username => 'sAMAccountName', Email => 'mail', CustomerID => 'mail', }; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'bh100dul'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'New West Physicians'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'helpdesk.nwphysicians.com'; $Self->{'Defa $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'information.systems(a)nwphysicians.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # 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;ultLanguage'} = 'en'; Any help is greatly appreciated Mike CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient (s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.

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Can Foxpro (Xbase) be used as Customer Back end?
by Mike Morris 27 Dec '06

27 Dec '06

I am new to OTRS... and to this list. I subscribed during the email storm, and I assume no one noticed a single valid message in the midst of thousands of autoreplies, so I'll repeat it here... * I want to use an existing Foxpro (dbase III compatible) table as a customer back end, on Fedora Core 5. Is that possible? I've installed an XBase DBI module, and can do simple selects against the table. However, OTRS returns SQL syntax errors. It turns out that the XBase driver does not support "like lower('%Mor%') syntax... it complains of unexpected "(" character... removing the "Lower" function fixes the error. So... it seems like the XBase driver is horribly insufficient for the task. Does anyone know of a driver other than the one in the CPAN library? Thanks, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: Because we are free we can never be indifferent to the fate of freedom elsewhere. Our moral sense dictates a clearcut preference for these societies which share with us an abiding respect for individual human rights. We do not seek to intimidate, but it is clear that a world which others can dominate with impunity would be inhospitable to decency and a threat to the well-being of all people. - Jimmy Carter, Inaugural Address, January 20, 1977 ------------------------------------

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RE: [otrs] OTRS on Windows SBS System
by Dave Wojciechowski 27 Dec '06

27 Dec '06

Mike, Could you turn on pop3 interface in exchange and restrict the connections on the pop3 protocol to only the IP of the otrs svr ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: Wednesday, December 27, 2006 4:22 AM To: otrs(a)otrs.org Subject: [otrs] OTRS on Windows SBS System Hi All, I have a Windows SBS2003 server running Exchange 2003, but not in POP3 mode. All emails come into that machine as the primary Mail Exchanger. I have OTRS running on a second Windows Server 2003r2 Standard system, and want to get the incoming support emails from the SBS box. All I can see is POP3 settings, but they are not working, presumably because I am not running POP on the main email server. Can someone assist me in making the correct setting changes to enable email reception? Sending is working fine. Thanks Mike Hayward

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RE: [otrs] Mail loop problem
by Dave Wojciechowski 27 Dec '06

27 Dec '06

Stuff happends life goes on... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Wednesday, December 27, 2006 4:15 AM To: otrs(a)otrs.org Subject: [otrs] Mail loop problem Hi list, sorry for the trouble with the crazy auto responder that flooded the list with that much mails the last days. A listmember activated an autoresponder which caused a mail loop with our mailinglist software. Unfortunatly both sites were not able to recognize that there was a mail loop :(. We fixed the problem and everything should be OK now. Kind regards and sorry for the trouble, Christian -- ((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!

3 2

Re: [otrs] MD5 passwords
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

3 2

OTRS on Windows SBS System
by Mike Hayward 27 Dec '06

27 Dec '06

Hi All, I have a Windows SBS2003 server running Exchange 2003, but not in POP3 mode. All emails come into that machine as the primary Mail Exchanger. I have OTRS running on a second Windows Server 2003r2 Standard system, and want to get the incoming support emails from the SBS box. All I can see is POP3 settings, but they are not working, presumably because I am not running POP on the main email server. Can someone assist me in making the correct setting changes to enable email reception? Sending is working fine. Thanks Mike Hayward

1 0

Mail loop problem
by Christian Schoepplein 27 Dec '06

27 Dec '06

Hi list, sorry for the trouble with the crazy auto responder that flooded the list with that much mails the last days. A listmember activated an autoresponder which caused a mail loop with our mailinglist software. Unfortunatly both sites were not able to recognize that there was a mail loop :(. We fixed the problem and everything should be OK now. Kind regards and sorry for the trouble, Christian -- ((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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Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

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Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

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Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

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Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

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Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

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Re: FW: [otrs] User Peter Andersen!!!! STOP!
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

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Re: FW: [otrs] User Peter Andersen!!!! STOP!
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

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Re: FW: [otrs] User Peter Andersen!!!! STOP!
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: FW: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] FW: Undelivered Mail Returned to Sender
by Peter Anders�n 27 Dec '06

27 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

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