Nadeem Ahmad wrote:

Is some one get nay chance to look into my questions?

This is not a support email address, you should not expect a response and not within 2 hours of the original post, it is a public mailing list. If you want commercial support you have to pay for it... http://otrs.org/support/

We have configured a email account ( helpdesk.otrs@i2cinc.com mailto:helpdesk.otrs@i2cinc.com ) in OTRS 2.3.3 for POP3S. I was unable to POP3S in my server. What could be the issue.See the below :

*-bash-3.00# /opt/otrs/bin/PostMasterMailbox.pl*

*POP3S: No messages (test@i2cinc.com/mail.i2cinc.com)*

*POP3S: Connection to mail.i2cinc.com closed.*

* *

*-bash-3.00# telnet mail.i2cinc.com 995*

*Trying 206.111.151.217...*

*Connected to mail.i2cinc.com.*

*Escape character is '^]'.*

* *

*^]*

* *

*Connection to mail.i2cinc.com closed by foreign host.*

*-bash-3.00#*

The server closed the connection, can you look in the server logs to see why the server terminated the connection.

Just to make sure that account is properly configured in email server , I have test in my outlook and in Primary OTRS server version 2.3.3.But facing issue to configure account on my backup server.

I presume you are running this on a Linux platform? if so what version of Linux? are the servers identical? do they have all of the same packages and Perl modules installed. Steve -- Steven Carr Senior Network Security Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573

Hi Yes, the command successfully executes but due to some reason it does not fetch email.If I go to web account of helpdesk.otrs@i2cinc.com I can see emails are there. What could be the reason? By telnet it tried to explain that email server is accessible from OTRS server. Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated ------------------------------------------------------------ Web site: http://www.i2cinc.com Office-USA: (650) 593 5400 ext 4097 24x7 NOC: (650) 593 5400 Option 3/Option 3 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anadeem@i2cinc.com Timings: Mon - Fri 0800 PM - 0500 AM PST -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, January 07, 2009 3:47 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Unable to POP3S email in OTRS 2.3.3 Steven Carr wrote:

...

We have configured a email account ( helpdesk.otrs@i2cinc.com

...

mailto:helpdesk.otrs@i2cinc.com ) in OTRS 2.3.3 for POP3S. I was

...

unable to POP3S in my server. What could be the issue.See the below :

...

...

*-bash-3.00# /opt/otrs/bin/PostMasterMailbox.pl*

...

...

*POP3S: No messages (test@i2cinc.com/mail.i2cinc.com)*

...

...

*POP3S: Connection to mail.i2cinc.com closed.*

Actually looking at that again it looks like the command was successful, is their unread mail in the Inbox for PostMasterMailbox.pl to fetch?

...

*-bash-3.00# telnet mail.i2cinc.com 995*

...

...

*Trying 206.111.151.217...*

...

...

*Connected to mail.i2cinc.com.*

...

...

*Escape character is '^]'.*

...

...

* *

...

...

*^]*

...

...

* *

...

...

*Connection to mail.i2cinc.com closed by foreign host.*

...

...

*-bash-3.00#*

Just realised this was a manual attempt, this probably wouldn't work with telnet as you have no way of wrapping it with SSL. Steve -- Steven Carr Senior Network Security Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573

Hi All emails in that account are showing unread. See the output of your mention commands. -bash-3.00# bin/PostMasterMailbox.pl -d 1 POP3S: No messages (helpdesk.otrs@i2cinc.com/mail.i2cinc.com) POP3S: Connection to mail.i2cinc.com closed. -bash-3.00# Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated ------------------------------------------------------------ Web site: http://www.i2cinc.com Office-USA: (650) 593 5400 ext 4097 24x7 NOC: (650) 593 5400 Option 3/Option 3 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anadeem@i2cinc.com Timings: Mon - Fri 0800 PM - 0500 AM PST -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, January 07, 2009 4:27 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Unable to POP3S email in OTRS 2.3.3 Nadeem Ahmad wrote:

Yes, the command successfully executes but due to some reason it does not fetch email.If I go to web account of helpdesk.otrs@i2cinc.com mailto:helpdesk.otrs@i2cinc.com I can see emails are there. What could be the reason?

Are the emails marked as unread? OTRS will not pull messages that are marked as read. What does the command show if you activate the debug flag? bin/PostMasterMailbox.pl -d 1 Steve -- Steven Carr Senior Network Security Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573

Hi Last output by using root user .See output by using OTRS user. ####################################################################### $ bin/PostMasterMailbox.pl -d 1 POP3S: No messages (helpdesk.otrs@i2cinc.com/mail.i2cinc.com) POP3S: Connection to mail.i2cinc.com closed. $ id uid=102(otrs) gid=1(other) $ ####################################################################### I have installed all require module for Perl and verified. -bash-3.00# ./otrs.checkModules o CGI............................ok (v3.33) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.010) o Digest::MD5....................ok (v2.33) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.822) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.63) o Net::POP3......................ok (v2.24) o Net::POP3::SSLWrapper.......not installed! (not required / for SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......not installed! (not required / for SSL connections) o Net::SMTP......................ok (v2.26) o Authen::SASL................ok (v2.11) o Net::LDAP......................not installed! (not required / for directory authentication) o GD.............................not installed! (not required / for stats) o GD::Text....................not installed! (not required / for stats) o GD::Graph...................not installed! (not required / for stats) o GD::Graph::lines............not installed! (not required / for stats) o GD::Text::Align.............not installed! (not required / for stats) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v2.015) o XML::Parser....................ok (v2.34) -bash-3.00# I think I am missing Net::POP3::SSLWrapper that is required for POP3S. Advice on this. Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated ------------------------------------------------------------ Web site: http://www.i2cinc.com Office-USA: (650) 593 5400 ext 4097 24x7 NOC: (650) 593 5400 Option 3/Option 3 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anadeem@i2cinc.com Timings: Mon - Fri 0800 PM - 0500 AM PST -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, January 07, 2009 4:36 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Unable to POP3S email in OTRS 2.3.3 Nadeem Ahmad wrote:

-bash-3.00# bin/PostMasterMailbox.pl -d 1 POP3S: No messages (helpdesk.otrs@i2cinc.com/mail.i2cinc.com) POP3S: Connection to mail.i2cinc.com closed.

Are you running the command as the "otrs" user? you are definately missing something as the output from our system is as follows: Net::POP3>>> Net::POP3(2.29) Net::POP3>>> Net::Cmd(2.29) Net::POP3>>> Exporter(5.58) Net::POP3>>> IO::Socket::INET(1.29) Net::POP3>>> IO::Socket(1.29) Net::POP3>>> IO::Handle(1.25) Net::POP3=GLOB(0x8ef7120)<<< +OK Microsoft Exchange Server 2007 POP3 service ready Net::POP3=GLOB(0x8ef7120)>>> USER user@domain.com Net::POP3=GLOB(0x8ef7120)<<< +OK Net::POP3=GLOB(0x8ef7120)>>> PASS .... Net::POP3=GLOB(0x8ef7120)<<< +OK User successfully logged on. Net::POP3=GLOB(0x8ef7120)>>> STAT Net::POP3=GLOB(0x8ef7120)<<< +OK 0 0 POP3: No messages (user@domain.com/mail.domain.com) Net::POP3=GLOB(0x8ef7120)>>> QUIT Net::POP3=GLOB(0x8ef7120)<<< +OK Microsoft Exchange Server 2007 POP3 server signing off. POP3: Connection to mail.domain.com closed. I know we just use normal POP3 but it should show roughly the same debug output for POP3S. Have you ran bin/otrs.checkModules ? Steve -- Steven Carr Senior Network Security Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573

Hi Thank you so much for you help. I will update you if still require any asssitnace. Thank again for your time and support. Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated ------------------------------------------------------------ Web site: http://www.i2cinc.com Office-USA: (650) 593 5400 ext 4097 24x7 NOC: (650) 593 5400 Option 3/Option 3 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anadeem@i2cinc.com Timings: Mon - Fri 0800 PM - 0500 AM PST -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, January 07, 2009 4:44 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Unable to POP3S email in OTRS 2.3.3 Nadeem Ahmad wrote:

I have installed all require module for Perl and verified.

-bash-3.00# ./otrs.checkModules o CGI............................ok (v3.33) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.010) o Digest::MD5....................ok (v2.33) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.822) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.63) o Net::POP3......................ok (v2.24) o Net::POP3::SSLWrapper.......not installed! (not required / for SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......not installed! (not required / for SSL connections) o Net::SMTP......................ok (v2.26) o Authen::SASL................ok (v2.11) o Net::LDAP......................not installed! (not required / for directory authentication) o GD.............................not installed! (not required / for stats) o GD::Text....................not installed! (not required / for stats) o GD::Graph...................not installed! (not required / for stats) o GD::Graph::lines............not installed! (not required / for stats) o GD::Text::Align.............not installed! (not required / for stats) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v2.015) o XML::Parser....................ok (v2.34) -bash-3.00#

I think I am missing Net::POP3::SSLWrapper that is required for POP3S. Advice on this.

Yep that is what you are missing, check with your Linux distribution, they will have a package to install the Net::POP3::SSLWrapper Perl modules. Failing that install it from CPAN. Steve -- Steven Carr Senior Network Security Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573

Hi Michiel, Thanks for replying, That problem is solved. I created a 32 bit DSN for ODBC and everything worked. Thanks & Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services Mailto: arpit2.g@tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ From: Michiel Beijen To: "User questions and discussions about OTRS." Date: 12/17/2009 02:03 AM Subject: Re: [otrs] Architecure mismatch between the Driver and Apllication( MSSQL) Sent by: otrs-bounces@otrs.org Hi Arpit, If you're using a 32-bit Perl, you can only use a 32-bit database driver. You would still be able to use a 64-bit platform of course, but you must use the database driver architecture that matches your Perl. I hope this helps, ((enjoy)) Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/7uyQfY On Tue, Dec 8, 2009 at 1:27 PM, Arpit2 G wrote:

Hello All, I was trying to configure OTRS on a system which has Windows Server 2008 installed.My MSSQL server is installed on different System when I was trying to connect with MSSQL server but it gives me following error. "[ODBC Driver Manager] The specified DSN contains an architecture mismatch between the Driver and Application (SQL-IM014)" I guess OTRS is using 32 bit driver of MSSQL. Can't we install OTRS on 64 bit Server.Following is the Database part of my Config.pm file.

$Self->{'DatabaseHost'} = '*.*.*.*';

$Self->{'Database'} = 'OTRS';

$Self->{'DatabaseUser'} = 'otrs';

$Self->{'DatabasePw'} = '******';

$Self->{DatabaseDSN} = "DBI:ODBC:$Self->{Database}";

$Self->{'Database::Type'} = 'mssql';

Please tell me where am i wrong.

Thanks & Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services Ph:- +91-22-67782544 Mailto: arpit2.g@tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________

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Hi, On 14.07.2010, at 21:44, Martin Waichman wrote:

I`m trying to configure an OTRS instance, but i need to send the notification to the user via Mail and SMS, I have an address to send the email to SMS, but I can`t find how to configure one user with two address. Someone made this kind of configuration ??

In the current version of OTRS you do not have this option as a native option - like email1, email2, etc… You could try - as a quick and dirty workaround - to just fill the email field with two email addresses separated by comma. nils.leideck@leidex.net, nils.leideck@otrs.com This does work but you definitively have to test the ticket creation process on your installation (by phone AND incoming email). Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project

After a bit of a learning curve, I've had good results with ActivePerl and PerlEx under IIS 7+ . Hugh On 12/22/10, Pradumna Maheshwari wrote:

Hello all....

I  have a problem that, sometimes OTRS system suddenly gets down, giving "500 internal server error" error.

For this, I simply restart IIS server and then it starts again. I am using IIS7.

What could be the possible reasons?

Also tell me which module I should use for OTRS in IIS under 'Handler Mapping'- CGImodule or ISAPIModule ? Currently I am using ISAPI.

Thanks a lot for your response...

Regards-

Pradumna Maheshwari

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Hi Nikhil, You need to configure a PostMaster account (like POP3 or IMAP) in the Admin interface. ((enjoy)) Carlos Rodríguez On Dec 9, 2011, at 1:31 AM, Nikhil Joshi wrote:

Hello, I’m configuring the OTRS but I have following issue:

1.Automatic ticket should be created when new mail is send to the OTRS admin. Kindly help me

Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | www.ArchitectSAP.com | 9960979700 Pune

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Hi Carlos Rodriguez, So far are giving me information to keep working, I'll check. Thank you very much. ======== De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Carlos Rodríguez Enviado el: martes, 19 de junio de 2012 09:15 p.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] Edit PDF stats Hi Martin, I don't think there is an easy way to do that, e.g. in TicketAccumulation this values are fetch from the DB in this lines sub GetObjectAttributes {     my ( $Self, %Param ) = @_;     # get user list     my %UserList = $Self->{UserObject}->UserList(         Type  => 'Long',         Valid => 0,     ); While it could sound like good idea to try using Type => 'Short', that will not help, because you will only get the UserLogin that THATS what you want to avoid, so I see 2 options, there are maybe more. 1 Loop trough %UserList and remove the login part form the value, I mean is always in format "LastName, FirstName (UserLogin)" (without the quotes), so a Regex can do the magic.... but be careful with names like "De la Torre Heranandez, María Concepción Socorro (2) (Maria2)" where (2) is part of the name as a differentiator..... (you know, it could happen) and (Maria) is the UserLogin 2 Loop trough %UserList and get the UserData by UserGet() on each key, and assemble a temp UserList, when is done, copy the temp UserList to the Original. This is obviously slower than 1.  Both are dirty solutions  and will need some development skills, as well as modifications to OTRS files, if you wish to to that I will recommend you to  read the Development Manual  and create a package so you don't modify an OTRS file directly, and if you uninstall the package you modified file is removed and replaced with the original. so is safer and portable. ((enjoy)) Carlos Rodríguez On Jun 19, 2012, at 7:39 PM, Soporte Informatica PGJE wrote: Hi everybody, I have OTRS 3.1.2 I wanna show only names from agent and customers without ID in my PDF stat. I thing that with a view  en my database in a relationship between ticket, customers and agents tables, but i didnt know the way. How i can do only show “Names” winthout IDS from Customers and Agent/Owner in TicketList and TicketAcomulation Stats? Wich the correct and easy way? My stats today: https://dl.dropbox.com/u/6443236/otrs/Ticket%20List.pdf https://dl.dropbox.com/u/6443236/otrs/Tickets%20Acomulations.pdf Regards from Mexico :) -- Martin Edmundo --------------------------------------------------------------------- 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

Hi Antonio, I've created a new version of the Windows Installer which bundles a different Apache (ApacheLounge's version) with a different mod_perl; for me it no longer restarts but I would like to get some feedback from actual users. Please test it and let me know if it works for you! https://www.dropbox.com/s/3zwhmjc6tx2tduj/otrs-3.1.10-win-installer-2.5.0-be... -- Mike On Tue, Sep 25, 2012 at 8:02 PM, Antonio Sarmiento wrote:

Hi, everybody

On win 2003 server R2 OTRS 3.0.10 I am getting this error in my Windows Application event log:

Faulting application httpd.exe, version 2.2.17.0, faulting module perl512.dll, version 0.0.0.0, fault address 0x000206e3. For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

The Apache error.log contains:

[Tue Sep 25 11:56:06 2012] [notice] Child 7956: Acquired the start mutex.

[Tue Sep 25 11:56:06 2012] [notice] Child 7956: Starting 64 worker threads.

[Tue Sep 25 11:56:06 2012] [notice] Child 7956: Starting thread to listen on port 80.

[Tue Sep 25 11:56:22 2012] [warn] [client 149.0.0.184] incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://149.0.0.64/otrs/index.pl'

Scalars leaked: 1

[Tue Sep 25 11:57:01 2012] [warn] [client 149.20.0.155] incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://149.0.0.64/otrs/index.pl'

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

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Scalars leaked: 1

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Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

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Scalars leaked: 1

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Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

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Scalars leaked: 1

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Scalars leaked: 1

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Scalars leaked: 1

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Scalars leaked: 1

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Scalars leaked: 1

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Scalars leaked: 1

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Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

[Tue Sep 25 12:32:18 2012] [notice] Parent: child process exited with status 3221225477 -- Restarting.

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

[Tue Sep 25 12:32:27 2012] [notice] Apache/2.2.19 (Win32) mod_apreq2-20090110/2.7.1 mod_perl/2.0.4 Perl/v5.12.3 configured -- resuming normal operations

[Tue Sep 25 12:32:27 2012] [notice] Server built: May 20 2011 17:39:35

[Tue Sep 25 12:32:27 2012] [notice] Parent: Created child process 1036

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

[Tue Sep 25 12:32:34 2012] [notice] Child 1036: Child process is running

[Tue Sep 25 12:32:34 2012] [notice] Child 1036: Acquired the start mutex.

[Tue Sep 25 12:32:34 2012] [notice] Child 1036: Starting 64 worker threads.

[Tue Sep 25 12:32:34 2012] [notice] Child 1036: Starting thread to listen on port 80.

The suggested work around is disable de mod_perl. I did that modifying httpd.conf Removing the following lines: # load mod_perl LoadFile 'C:/PROGRA~2/OTRS/StrawberryPerl/perl/bin/perl512.dll' LoadModule perl_module modules/mod_perl.so LoadModule apreq_module modules/mod_apreq2.so

But that not work because when apache start don´t find some files, following text is a part from error.log from apache

[Thu Sep 20 10:57:38 2012] [notice] Child 2836: Child process is running [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Acquired the start mutex. [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Starting 64 worker threads. [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Starting thread to listen on port 80. [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't create child process: 720002: index.pl, referer: http://localhost/otrs/index.pl?Action=AdminQueue [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't spawn child process: C:/Program Files (x86)/OTRS/OTRS/bin/cgi-bin/index.pl, referer: http://localhost/otrs/index.pl?Action=AdminQueue [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't create child process: 720002: index.pl, referer: http://localhost/otrs/index.pl?Action=A ... oup=Ticket [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't create child process: 720002: index.pl, referer: http://localhost/otrs/index.pl?Action=A ... up=Ticket; [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't spawn child process: C:/Program Files (x86)/OTRS/OTRS/bin/cgi-bin/index.pl, referer: http://localhost/otrs/index.pl?Action=A ... oup=Ticket [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't spawn child process: C:/Program Files (x86)/OTRS/OTRS/bin/cgi-bin/index.pl, referer: http://localhost/otrs/index.pl?Action=A ... up=Ticket; [Thu Sep 20 11:08:20 2012] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/Apache/htdocs/favicon.ico [Thu Sep 20 11:08:20 2012] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/Apache/htdocs/favicon.ico [Thu Sep 20 11:08:20 2012] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/Apache/htdocs/favicon.ico

Who can help me? with 1.- Avoiding Apache Crash or 2.- uninstall mode_perl

I apreciatte your help

Antonio

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Hi Antonio, I would like to recommend you to install the version I put together AND upgrade to 3.1. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Thu, Oct 4, 2012 at 3:12 PM, Antonio Sarmiento wrote:

Thanks Michiel,

Would you confirm if I can use this Apache version with 3.0.x version too.

Thanks again

Antonio

-----Mensaje original----- De: Michiel Beijen [mailto:michiel.beijen@otrs.com] Enviado el: miércoles, 03 de octubre de 2012 4:53 Para: User questions and discussions about OTRS. CC: Antonio Sarmiento Asunto: Re: [otrs] Apache crashing & mod_perl disable

Hi Antonio,

I've created a new version of the Windows Installer which bundles a different Apache (ApacheLounge's version) with a different mod_perl; for me it no longer restarts but I would like to get some feedback from actual users.

Please test it and let me know if it works for you!

https://www.dropbox.com/s/3zwhmjc6tx2tduj/otrs-3.1.10-win-installer-2.5.0-be...

-- Mike

On Tue, Sep 25, 2012 at 8:02 PM, Antonio Sarmiento wrote:

...

Hi, everybody

On win 2003 server R2 OTRS 3.0.10 I am getting this error in my Windows Application event log:

Faulting application httpd.exe, version 2.2.17.0, faulting module perl512.dll, version 0.0.0.0, fault address 0x000206e3. For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

The Apache error.log contains:

[Tue Sep 25 11:56:06 2012] [notice] Child 7956: Acquired the start mutex.

[Tue Sep 25 11:56:06 2012] [notice] Child 7956: Starting 64 worker threads.

[Tue Sep 25 11:56:06 2012] [notice] Child 7956: Starting thread to listen on port 80.

[Tue Sep 25 11:56:22 2012] [warn] [client 149.0.0.184] incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://149.0.0.64/otrs/index.pl'

Scalars leaked: 1

[Tue Sep 25 11:57:01 2012] [warn] [client 149.20.0.155] incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://149.0.0.64/otrs/index.pl'

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

[Tue Sep 25 12:32:18 2012] [notice] Parent: child process exited with status 3221225477 -- Restarting.

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

[Tue Sep 25 12:32:27 2012] [notice] Apache/2.2.19 (Win32) mod_apreq2-20090110/2.7.1 mod_perl/2.0.4 Perl/v5.12.3 configured -- resuming normal operations

[Tue Sep 25 12:32:27 2012] [notice] Server built: May 20 2011 17:39:35

[Tue Sep 25 12:32:27 2012] [notice] Parent: Created child process 1036

Scalars leaked: 1

Scalars leaked: 1

Scalars leaked: 1

[Tue Sep 25 12:32:34 2012] [notice] Child 1036: Child process is running

[Tue Sep 25 12:32:34 2012] [notice] Child 1036: Acquired the start mutex.

[Tue Sep 25 12:32:34 2012] [notice] Child 1036: Starting 64 worker threads.

[Tue Sep 25 12:32:34 2012] [notice] Child 1036: Starting thread to listen on port 80.

The suggested work around is disable de mod_perl. I did that modifying httpd.conf Removing the following lines: # load mod_perl LoadFile 'C:/PROGRA~2/OTRS/StrawberryPerl/perl/bin/perl512.dll' LoadModule perl_module modules/mod_perl.so LoadModule apreq_module modules/mod_apreq2.so

But that not work because when apache start don´t find some files, following text is a part from error.log from apache

[Thu Sep 20 10:57:38 2012] [notice] Child 2836: Child process is running [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Acquired the start mutex. [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Starting 64 worker threads. [Thu Sep 20 10:57:38 2012] [notice] Child 2836: Starting thread to listen on port 80. [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't create child process: 720002: index.pl, referer: http://localhost/otrs/index.pl?Action=AdminQueue [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't spawn child process: C:/Program Files (x86)/OTRS/OTRS/bin/cgi-bin/index.pl, referer: http://localhost/otrs/index.pl?Action=AdminQueue [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't create child process: 720002: index.pl, referer: http://localhost/otrs/index.pl?Action=A ... oup=Ticket [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't create child process: 720002: index.pl, referer: http://localhost/otrs/index.pl?Action=A ... up=Ticket; [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't spawn child process: C:/Program Files (x86)/OTRS/OTRS/bin/cgi-bin/index.pl, referer: http://localhost/otrs/index.pl?Action=A ... oup=Ticket [Thu Sep 20 11:08:17 2012] [error] [client 127.0.0.1] (OS 2)El sistema no puede encontrar el archivo especificado. : couldn't spawn child process: C:/Program Files (x86)/OTRS/OTRS/bin/cgi-bin/index.pl, referer: http://localhost/otrs/index.pl?Action=A ... up=Ticket; [Thu Sep 20 11:08:20 2012] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/Apache/htdocs/favicon.ico [Thu Sep 20 11:08:20 2012] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/Apache/htdocs/favicon.ico [Thu Sep 20 11:08:20 2012] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/Apache/htdocs/favicon.ico

Who can help me? with 1.- Avoiding Apache Crash or 2.- uninstall mode_perl

I apreciatte your help

Antonio

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Among ways that might be easier (?) to implement for this purpose is to change the queue via generic agent. Each queue will have appropriate membership, who will have that queue highlighted in the agent's "My Queues" Or GenericAgent + priority change + notification (event) on priority change. On Tue, Feb 5, 2013 at 8:40 AM, Praneeth Katru wrote:

Hello,****

** **

We are using configuring OTRS for IT Support activities for all our customers. We are trying to setup escalation matrix which can send email notifications to multiple levels of stake holders.****

** **

For example:****

** **

If a ticket is not attended or addressed for a certain period of time, it should send notification to all the members in a group (this is already existing and we are using it).****

If none of the team members have responded, a notification email should go to the team lead in next 15 minutes. If he is too fails to respond, it should go to his manager in next 30 minutes. We should be able to this multiple level escalation for at least 4 or 5 iterations. ****

** **

Best Regards****

Praneeth Katru****

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generic agent tests for some criteria (state new and older than x), then sets a priority or a state change (I'd go with state change), which is acted upon via Notification (event). Within Generic Agent "Change Time" might be relevant. You have a "before" and "Last" entry. they count for time that has passed. It's awful english, but if I recall correctly, "before" means before the set time [ago] and "last" means after the set time delta [ago] Or, in other words, filter for "new" and "change time" before (greater than) (max time), then set new state "level2" then notification (event) on state change, alert level 2, 3 etc. On Tue, Feb 5, 2013 at 10:54 AM, Praneeth Katru

wrote:

Can you explain how to implement the second option i.e. GenericAgent + priority change + notification (event) on priority change.

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Thanks, I will do that. -----Original Message----- From: Johannes Hoerburger [mailto:johannes.hoerburger@otrs.com] Sent: 24 February 2014 12:25 PM To: jasonm@cat.co.za; User questions and discussions about OTRS. Subject: Re: [otrs] Survey add on module Hi Jason, Survey is meant to send requests to customers not agents. Out of the box it won't work for your idea. If you really need it and you're willing to spend some money on it, pls contact sales@otrs.com for an enquiry how much a custom development would cost that would enable sending surveys to the last agent that dealt with the ticket instead of customers. Kind regards Johannes Hoerburger Am 24.02.2014 um 11:14 schrieb Jason Marshall :

Hi All

I would like to use the survey add on for my own support people who handled or interfaced with our customers. So the survey is not going out to the customers, but to the person who dealt with the support ticket. I also want to do this for our RMA queue.

I would like to ask my guys 4 questions to rate the customer's support level in order to provide the customer accurate channel partner discounts.

Can this be done?

Any other add on module that might get me closer to the above. I know I can do time accounting, but I think we have too many support staff on the field not entering data into the OTRS system. I would rather work on an average to get a more accurate figure per customer over a defined period.

Kind Regards, Jason Marshall

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Hello Placide, ‘charset’ column was deleted for OTRS 5, ‘utf8’ should be de only one on the system. This field is deleted on 'scripts/DBUpdate-to-5.pl’, check that you have latest version for your OTRS system files. Greetings, Carlos García

On Nov 4, 2015, at 6:25 AM, Placide Lysias NJAMI wrote:

De : Placide Lysias NJAMI [mailto:p.njami@gelgh.com mailto:p.njami@gelgh.com] Envoyé : mercredi 4 novembre 2015 12:23 À : 'otrs@otrs.org mailto:otrs@otrs.org' Objet : Error while creating auto reply

Hi All,

My “Auto Responses” is empty.

When we try to create / add info and content in the body, we have this error message:

Unknown column 'charset' in 'field list', SQL: 'INSERT INTO auto_response (name, valid_id, comments, text0, text1, type_id, system_address_id, charset, content_type, create_time, create_by, change_time, change_by)VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, '2015-11-04 12:24:47' , ?, '2015-11-04 12:24:47' , ?)'

Cdt!

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You should upggrade to 5.0.15, or patch your system: https://bugs.otrs.org/show_bug.cgi?id=12334 Kind regards, Renée Am 28.12.2016 um 15:06 schrieb Placide Lysias NJAMI:

Dear all,

Please even with and update to OTRS 5.0.14 the issue is still the same :

Any time that the deamon "OTRS Scheduler Daemon Cron: MailAccountFetch " runs we receive below message by mail each 10 minutes :

" otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /opt/otrs/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12."

Any help to fix this ?

Best Regards / Cordialement -----

Placide Lysias NJAMI | IT MANAGER GOLDEN EXOTICS LTD - GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami@gelgh.commailto:p.njami@gelgh.com

De : Placide Lysias NJAMI [mailto:p.njami@gelgh.com] Envoyé : mardi 09 août 2016 10h 13 À : 'otrs@otrs.org' Objet : otrs.Daemon.pl: using SSL support

Dear All,

We are having below message every 10min from our OTRS Server:

[Mon Aug 8 23:50:18 2016] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /opt/otrs/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12.

Can you help us to fix the Issue ?

Thanks in advance !

Regards,

Placide

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