Sort of offtopic, but perhaps you can help me. When I use PostMasterPOP3.pl, it works fine, but if I get spam, or just another email sent to the address, OTRS pops up an error, can't hash an undefined reference. I _think_ it's because the email had no ticket ID or anything. Anyway, it shows up in the queue like : Postmaster(14). But I can't see those messages, or delete them. Do you happen to know what the solution to this is? Thanks, Ben

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Boudrand Sent: Wednesday, May 26, 2004 5:04 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] PostMasterPOP3.pl issue

Hi

...

You should check tour mysql configuration, which by default dont like anything bigger than 1Mb of data :)

Thanks. But the answer was also in the FAQ : http://faq.otrs.org/otrs/faq.pl?Action=&ID=16 and I haven't read it first ! :-(

Regards.

Eric Boudrand

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I tried sorting it to all different queues, and by the To:. It does the same thing. The only thing that could be an issue, is I am running this in a chroot. Can you see anything about that which would cause a problem? Here is what it looks like when I go to queue view : Tickets shown: 1-15 - Page: 1 2 - Tickets available: 16 - All tickets: 16 Queues: My Queues (16) - Misc (1) - Postmaster (16) - Raw (5) Software error: Can't use an undefined value as a HASH reference at /otrs/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm line 925. Thanks again for any info you guys might have! Ben

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of John Berntsen Sent: Wednesday, May 26, 2004 10:40 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] PostMasterPOP3.pl issue

Sorry, I'm not sure what this can be.

But recheck your pop3 settings and how you sort mail out to different queues.

Regards John Berntsen

On Wed, 2004-05-26 at 14:31, Ben Chabot wrote:

...

Sort of offtopic, but perhaps you can help me.

When I use PostMasterPOP3.pl, it works fine, but if I get spam, or just another email sent to the address, OTRS pops up an error, can't hash an undefined reference.

I _think_ it's because the email had no ticket ID or anything. Anyway, it shows up in the queue like : Postmaster(14).

But I can't see those messages, or delete them. Do you happen to know what the solution to this is?

Thanks, Ben

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Boudrand Sent: Wednesday, May 26, 2004 5:04 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] PostMasterPOP3.pl issue

Hi

...

You should check tour mysql configuration, which by default dont like anything bigger than 1Mb of data :)

Thanks. But the answer was also in the FAQ : http://faq.otrs.org/otrs/faq.pl?Action=&ID=16 and I haven't read it first ! :-(

Regards.

Eric Boudrand

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I'll do that. Not sure if you saw my first post, but it works fine for tickets I reply to. It's just messages with no ticket ID, (spam and just initial email tickets) that don't show up. If one of those is in the queue it gives the error. I'll turn on debugging though. Thanks! ben

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Friday, May 28, 2004 6:53 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] PostMasterPOP3.pl issue

On Thursday, May 27, 2004 10:13 PM Ben Chabot wrote:

...

It does the same thing. The only thing that could be an issue, is I am running this in a chroot. Can you see anything about that which would cause a problem?

Not if the chroot is set up properly, as the apps running simply do not know what a chroot is. ;) So they can't complain about.

...

Software error: Can't use an undefined value as a HASH reference at /otrs/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm line 925.

Thanks again for any info you guys might have!

Enable Debugging by setting $Self->{Debug} = 9; in Kernel/Config.pm.

Have a look at the logs then.

hth,

Robert Kehl

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On Friday, May 28, 2004 4:45 PM Ben Chabot wrote:

Here is what prints out in the log :

[Fri May 28 14:43:03 2004][Error][Kernel::System::Ticket::PriorityLookup][2394] Need Type or ID! [Fri May 28 14:43:03 2004][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Fri May 28 14:43:03 2004][Error][Kernel::System::State::StateGet][81] Need ID or Name!

Here is what I see in otrs :

Software error: Can't use an undefined value as a HASH reference at /otrs/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm line 925.

Did you rename any of the default queues? Are there any PostMasterPreFilters that try to access a non-existant queues or set any non-existant states or stuff? Re-Check your configuration for automatition: PostMaster filters, Procmail, even GenericAgent. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

On Saturday, May 29, 2004 11:16 PM Ben Chabot wrote:

I must have done something wrong, because I reinstalled and now it works great!!!

Glad to hear that.

I'd like it so that when someone emails the acct, in the response, can they have a link to view their ticket? Or do they need a login?

You cannot access the Config.pm parameters in auto responses sent to customers, but you have access to the ticket id. So you may want to place a link like this in your response: "To view this ticket, visit: http://example.com/otrs/customer.pl?Action=CustomerZoom&TicketID=" Yes, your customers are required to have a login to actually view the ticket. Anonymous access won't be granted.

Would it be easy to allow otrs to authenticate off a cookie? I have another app, I'd like people to be able to pass seemlessly from this other app, to OTRS.

You enable Cookie management in Config.pm: $Self->{SessionUseCookie} = 1; See http://doc.otrs.org/1.2/en/html/dev-custom-modules-aauth.html for more information on authentication modules. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388