[otrs] DBI::dbl and disconnect()

[François]

Hi all,

Just installed OTRS.  Very impressed!  Top notch.

Perl is not my mother tongue, and OTRS is my very very new best friend, so
pardon my ignorance.

The cron job I set up with the help of Cron.sh sends me every 10 minutes or
so this mail:



Subject: Cron <[EMAIL PROTECTED]> $HOME/bin/GenericAgent.pl -c db >> /dev/null

DBI::db=HASH(0xa778fd8)->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 219,  line 4.




Went through the code, looked for the statement, and did a little search.
Some say a finalize() statement (as in the error message) would do good.
Put one before the faulty codeline, but then two different error messages
came back through the wire:



Subject: Cron <[EMAIL PROTECTED]  > 
$HOME/bin/GenericAgent.pl -c
db >> /dev/null

(in cleanup) Can't locate object method "finish" via package "DBI::db" at
/opt/otrs/Kernel/System/DB.pm line 220,  line 4.


And:


Subject: Cron <[EMAIL PROTECTED]> $HOME/bin/PostMasterPOP3.pl >> /dev/null

(in cleanup) Can't call method "finish" on an undefined value at
/opt/otrs/Kernel/System/DB.pm line 220,  line 4 during global
destruction.



So, took out the finalize() bit.

Back to square one.  Downloaded the whole 48 MB archive (have you ever
loaded a 48 MB doc in Notepad.exe?  Fun to watch the little worker sweat
like this!).  Nothing in there about the problem.

Maybe someone knows what I do not know.

Thanks for the help.

François


___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

AW: [otrs] Debug mode?

[falko . zurell]

Hi Brian,

Did you looked in /var/log/messages ? You can turn on Debugging messages via a 
variable in the Config.pm
But it's not mentioned there by default. I think it is listed in the 
Kernel/config/Defaults.pm (or where the Defaults.pm resides actually) but maybe commented 
out. Just search for "debug".
Alternativly it maybe possible to enable debugging via the SysConfig menu in 
the admin interface.

Kind regards


Falko Zurell
Head of Application Management
I-D Media AG
Ohlauer Strasse 43
D-10999 Berlin

fon: +49 (0)30 - 2 59 47 - 357
fax: +49 (0)30 - 2 59 47 - 111
mobile: +49 (0)160 - 3 62 52 77
web: http://www.idmedia.com
mail: [EMAIL PROTECTED]


- Original Message -
From: otrs-bounces
Sent: 24.05.2006 22:52
To: "User questions and discussions about OTRS." 
Subject: [otrs] Debug mode?

Ok, I got my system working correctly except for email.  I'm trying to
do it via SMTP, but I'm getting an error.  I'd like to turn on debugging
mode to get more information, but I'm not finding how to do that
anywhere.  I looked in the ToC of the documentation, but didn't see
anything.  Where do I set that?
--
Brian Ronk
System Administrator
BookMasters, Inc
(419)589-5100 x1108
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

[otrs] Debug mode?

[Brian Ronk]

Ok, I got my system working correctly except for email.  I'm trying to 
do it via SMTP, but I'm getting an error.  I'd like to turn on debugging 
mode to get more information, but I'm not finding how to do that 
anywhere.  I looked in the ToC of the documentation, but didn't see 
anything.  Where do I set that?

--
Brian Ronk
System Administrator
BookMasters, Inc
(419)589-5100 x1108
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

Re: [otrs] Move to queue based on if it is a "known" user

[Christian Schoepplein]

Hi Theuns,

On Wed, May 24, 2006 at 02:29:36PM +0200, Theuns Smuts wrote:
>All tickets come in on a default queue - called "Contract". We want to move
>all tickets where OTRS could not match the email to a customer user account
>in OTRS to a second queue called "NO CONTRACT"
>
>I have been trying to do this with the Generic Agent Module but cannot get
>this to work. [except by adding every single client customer user in OTRS to
>this agent which is the way to do this - too much admin and work]

That is the only way you can do it with a standard installation :(.

>Can someone please assist in this regard?

You can write your own GenericAgent modules if you have knowletge in 
perl. Please see the files in

Kernel/System/GenericAgent

for some allready existing modules.

Ofcourse it is possible that we create a GenericAgent module for you if 
you don't want to do it on your own. Please contact us via

[EMAIL PROTECTED]

if you are interested.

>Theuns Smuts

Best regards,
Christian

-- 
((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
http://www.otrs.com/ :: Communication with success!


signature.asc
Description: Digital signature
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

Re: [otrs] time accounting otrs 2.0.4

[Christian Schoepplein]

Hi Johan,

On Wed, May 24, 2006 at 09:05:31AM +0200, Johan Bijlsma wrote:
>When I use time accounting i get after some minutes a Internal Server
>Error. This problem occurs from month 3. Month 1 en 2 generates reports
>without a problem.

Sounds like a timeout problem or to much data are transmitted.

How many ickets are stored in your DB? On which hardware is OTRS 
running? What database is in use?

>Johan Bijlsma.

Best regards,
Christian

-- 
((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
http://www.otrs.com/ :: Communication with success!


signature.asc
Description: Digital signature
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

Re: [otrs] 2 questions

[Christian Schoepplein]

Hi,

On Wed, May 24, 2006 at 09:46:27AM +0300, Abdelrahman wrote:
>   I have 2 problems in otrs that i need to solve..
>   1. i want to generate statistical reports about the number of tickets
>   : (closed, opened, pending) per each agent?!
>   2. i want to generate statistical reports about the number of tickets
>   per customer group and my customer groups are on ldap?!

You have to write your own statistic modules to do that tasks.

Please see the example stats modules in Kernel/system/Stats, that might 
help.

If you do not want to create the modules on your own, we can do this 
also for you. Just write a message to

[EMAIL PROTECTED]

to clarify more details.

>   Abdelrahman

Kind regards,
Christian

-- 
((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
http://www.otrs.com/ :: Communication with success!


signature.asc
Description: Digital signature
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

[otrs] Move to queue based on if it is a "known" user

[Theuns Smuts]

Hi

All tickets come in on a default queue - called "Contract". We want to move
all tickets where OTRS could not match the email to a customer user account
in OTRS to a second queue called "NO CONTRACT"

I have been trying to do this with the Generic Agent Module but cannot get
this to work. [except by adding every single client customer user in OTRS to
this agent which is the way to do this - too much admin and work]

Can someone please assist in this regard?


Details:
OTRS 2.04, MySQL 3, Backend = DB

 
Thank you in advance.



Theuns Smuts
[EMAIL PROTECTED]
Tel: +27 21 fax: 021-8868276


www.itblue.co.za
Your preferred IT partner

 

___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

RE: [otrs] "AgentEmail rejected" problems

[Christoph Lindemann]

Hi Alex,

Thank you for the help, it pointed me in the right direction.

The problem was, that I had enabled 
Ticket->Core::PostMaster::PreFilterModule###999-AgentInterface

After disableing that option, it works.

Kind regards,
Christoph Lindemann


> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of
> Alexander Scholler
> Sent: Wednesday, May 24, 2006 6:57 AM
> To: User questions and discussions about OTRS.org
> Subject: Re: [otrs] "AgentEmail rejected" problems
> 
> 
> Hi Christoph,
> 
> the quality of your description of the problem is really excellent.
> I can't explain the behavior of your system, but let me try 
> nevertheless...
> 
> Christoph Lindemann schrieb:
> > Hi All!
> > 
> > Question
> > --
> > When a customer tries to replies to an agent email 
> (email-external), he gets
> > an email back stating 
> >   "Sorry, AgentEmail rejected because no  found!" 
> > and a subject 
> >   "[Ticket#: XXX] AgentEmail rejected!" 
> > (Where X is the ticket number)
> > 
> > What could be the reason for this rejection? Why does OTRS 
> not take the
> > ticket number from the subject, and add it as a new note to 
> the existing
> > ticket?
> > 
> > Since I am new to OTRS, I am rather stuck, as I do not know 
> where to look
> > next.
> > 
> > Setup/Background:
> > --
> > -I have given all queues their own email address in "System 
> Email Addresses"
> > -The system uses 1 PostMaster POP3 Account
> > -The different queue email adresses are all forwarded to this 1 same
> > PostMaster POP3 Account.
> > -The POP3 account is setup with "Dispatching by email To: field"
> > -If a customer sends a new email/incident to the email 
> adresses, OTRS
> > accepts it correctly and creates a new ticket.
> > -I have checked the email headers, and verified that the 
> To: field is set
> > correctly.
> > -I have checked that every queue has a correct 
> "Systemaddress:" value.
> > 
> > -I have tried changing "Core::Ticket::Hook"
> > -Core::PostMaster::PostmasterFollowUpSearchInReferences:Yes
> > -Core::PostMaster::PostmasterDefaultQueue:"Dev. Support"
> > 
> > System Log:
> > --
> > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Fetched 1 email(s) from
> > [EMAIL PROTECTED] 
> > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email 
> (From: Christoph
> > Lindemann <[EMAIL PROTECTED]>, Message-ID:
> > <[EMAIL PROTECTED]>) because the X-OTRS-Ignore is set
> > (X-OTRS-Ignore: yes). 
> 
> "X-OTRS-Ignore is set" - either in the follow-up-mail 
> received by OTRS 
> (check the mail-header!) or set by a Postmaster Filter you created.
> 
> > Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in 
> AgentInterface
> > email found, send reject to agent
> > (MessageID:<[EMAIL PROTECTED]>)! 
> 
> Why "send reject to -agent-". It seems like the mail is 
> recognized as an 
>   mail from an agent (not customer). "No commands" could mean 
> that this 
> mail is interpreted as a kind of "remote control" of OTRS 
> through mails 
> from agents. For this mail, no corresponding commands are found.
> I don't know this feature - do you use a CVS-version of OTRS?
> 
> But perhaps, I'm completely wrong.
> > 
> > 
> > Kind regards,
> > Christoph Lindemann
> 
> Bye, Alex
> ___
> 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 oder Consulting für Ihr OTRS System?
> => http://www.otrs.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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

[otrs] login

[Mamakwa M. Sefiri]

Is it possible to make the system recognize the Customer and
Agent login details whenever they login, only if they have login before on the
system.

 

Thanks

Mamakwa

 

 






___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

[otrs] time accounting otrs 2.0.4

[Johan Bijlsma]

When I use time accounting i get after some minutes a Internal Server
Error. This problem occurs from month 3. Month 1 en 2 generates reports
without a problem.

I find de following errors in the apache error_log.

[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] ERROR:
OTRS-CGI-34 Perl: 5.8.0 OS: linux Time: Tue May 23 09:33:50 2006,
referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer:
http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104]  Message:
Need UserLogin!, referer:
http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer:
http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104]  Traceback
(10895): , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104]Module:
Kernel::System::CustomerUser::DB::CustomerName (v1.36) Line: 77,
referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104]Module:
Kernel::System::CustomerUser::CustomerName (v1.22) Line: 199, referer:
http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104]Module:
Kernel::System::Stats::AccountedTime::Run (v1.4 ) Line: 128, referer:
http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104]Module:
Kernel::Modules::SystemStats::Run (v1.26 ) Line: 164, referer:
http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104]Module:
Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651, referer:
http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104]Module:
/opt/otrsprod/bin/cgi-bin/index.pl (v1.80) Line: 47, referer:
http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats
[Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer:
http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats

Some help will be really helpful.
Thanks for your time,
Best Regards,

Johan Bijlsma.
Rotaform.
Lelystad, Netherlands.
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/