date:20090225

Re: [otrs] E-mails not created as Tickets

2009-02-25 Thread Esben Bach


Esben Bach wrote:

Hi All
I have recently set up a new OTRS 2.2 Installation on a Debian host, and
I have some problems getting email sent to our support mails into the
system as tickets.

I have set up a queue called support, and I have created an e-mail
"supp...@domain.com" and tied it to the queue. I have setup a fetchmail
cronjob to get the mails. The fetchmail is setup to get mails from an
imap account from our Exchange server.
Apparently this fetchmail part works fine, I can see the mail go into
/var/spool/mail/otrs, but they never enter the OTRS system (not in RAW,
not in the support queue).

I have a very old 2.0 Setup on a different host that works fine using
this method. So I am probably missing something rather simple like a
procmail config or other, but I can't seem to figure out what is wrong.
On the old system /var/spool/mail/otrs is empty and that's why I think
it might be a procmail issue or something similar.

So any guesses as to why mails don't enter the system, and any hints on
log files to look at for debugging?

  

I figured out the problem.
The Debian installer does not copy over the .procmailrc.dist file as i 
understood it from various docs (maybe im just misinterpreting). Anyway 
copying procmailrc.dist to /usr/share/otrs/.procmailrc fixed the issue.


--
Esben

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[otrs] dtl blocks

2009-02-25 Thread bis

Hi where can I find documentation about how (and where) to define dtl blocks?
 
Thanks
 
Bis


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Re: [otrs] Antw: OTRS ITSM populating the CI

2009-02-25 Thread Mario Andres Velez

Hi,

Thanx worked perfect

Just one more question... Is there a User Manual around? Not an admin but more 
of an agent manual.

THNX

Saludos,


  

Mario Andrés Vélez Castaño
Coordinador Infraestructura Tecnológica
INFORMÁTICA & TECNOLOGÍA S.A.
PBX: (57 1) 592-2192 Ext. 136
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-Mensaje original-
De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de Alexander 
Scholler
Enviado el: Jueves, 19 de Febrero de 2009 02:14
Para: otrs@otrs.org
Asunto: [otrs] Antw: OTRS ITSM populating the CI

Hu Saludos,

>>> "Mario Andres Velez"  schrieb am
Mittwoch,
18. Februar 2009 um 23:02 in Nachricht
<016801c99214$93e21bc0$bba653...@com>:
> Hi all,
> 
>  
> 
> Does anyone have an sql script or pont me out where is info to upload
CI’s,
> I’ve tried using the Module Import/Export, no luck..

You should use the Import/Export-package - it worked for me perfectly.
Unfortunately, I had a few problems with the Import and don't remeber
how  I concretly fixed them.
Hint: Add some CIs manually, export them, examine the content of the
export-file and build your import file.
So far I can remember:
* the import-file does not contain the CI-key which is build
automatically through OTRS when import is done
* updates of already imported CIs was also possible when CI-key was
given in the import file.

Feature lack in todays OTRS: Import of CI-links is not possible!

> Thanks in advance
> 
>  
> 
> Saludos,

Bye, Alex

Richter+Frenzel GmbH + Co. KG
Sitz: Wuerzburg
Registergericht: Wuerzburg
HRA 220
Geschaeftsfuehrer: Peter Pohl, Wilhelm Schuster
Komplementaer: WUE Richter + Frenzel Verwaltung GmbH, 
Amtsgericht Augsburg, HRB 22447
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Re: [otrs] Stat + FAQs Module + Groups

2009-02-25 Thread Obee, Daniel

You gotta get yourself write access to the groups: faq_admin and stats (sp?). 
Or at least ro.

Greets
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Caspar 
Kennerdale
Gesendet: Mittwoch, 25. Februar 2009 17:02
An: 'User questions and discussions about OTRS.org'
Betreff: [otrs] Stat + FAQs Module + Groups

Hello

I have installed the ITSM Stats module and FAQ module (according to the package 
manager) yet no icon is appearing at the top nor is there a group called Stats.

How do I access these please?

Caspar Kennerdale
Deputy Web Services Director

[cid:image001.jpg@01C99776.988D1E10]
[cid:image002.jpg@01C99776.988D1E10]


020 7970 4680

[cid:image003.jpg@01C99776.988D1E10]


caspar.kennerd...@centaur.co.uk

[cid:image004.jpg@01C99776.988D1E10]

www.centaur.co.uk





--



This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,

Registered in England & Wales No. 4948078. The email and any attachments are

confidential and may contain privileged information, and are intended for the 
named

addressee(s) only. If you are not the intended recipient, please notify us 
immediately

and do not disclose, distribute, or retain this email or any part of it.



While we have checked this e-mail and any attachments for viruses, we do not

warrant that they are virus-free. You must therefore take full responsibility 
for virus

checking. Centaur Media plc. and its subsidiaries reserve the right to monitor 
all email

communications through their networks in line with the Lawful Business Practice

Regulations, 2000.
<><><><>-
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Re: [otrs] TimeAccounting Module

2009-02-25 Thread Marco Vannini

Don't you have any icon like the once in the attached png ?




Fran Lebowitz  - "You're only has good as your last haircut."


On Wed, Feb 25, 2009 at 5:02 PM, Caspar Kennerdale
 wrote:
> Hello
>
>
>
> I have just installed the Time Accounting module and have given myself the
> rights within the appropriate group, however I cannot see any reference to
> this module from here on in.
>
> How can I access it/ use it?
>
>
>
> Thanks
>
>
>
> Caspar Kennerdale
> Deputy Web Services Director
>
> 020 7970 4680
>
> caspar.kennerd...@centaur.co.uk
>
> www.centaur.co.uk
>
>
>
>
>
> --
>
> This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
> Registered in England & Wales No. 4948078. The email and any attachments are
> confidential and may contain privileged information, and are intended for
> the named
> addressee(s) only. If you are not the intended recipient, please notify us
> immediately
> and do not disclose, distribute, or retain this email or any part of it.
>
> While we have checked this e-mail and any attachments for viruses, we do not
> warrant that they are virus-free. You must therefore take full
> responsibility for virus
> checking. Centaur Media plc. and its subsidiaries reserve the right to
> monitor all email
> communications through their networks in line with the Lawful Business
> Practice
> Regulations, 2000.
>
> -
> 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
>
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>
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[otrs] Stat + FAQs Module + Groups

2009-02-25 Thread Caspar Kennerdale

Hello

 

I have installed the ITSM Stats module and FAQ module (according to the
package manager) yet no icon is appearing at the top nor is there a group
called Stats.

 

How do I access these please?

Caspar Kennerdale 
Deputy Web Services Director 






020 7970 4680 




  caspar.kennerd...@centaur.co.uk




  www.centaur.co.uk

 

 

--

This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
confidential and may contain privileged information, and are intended for the 
named
addressee(s) only. If you are not the intended recipient, please notify us 
immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
warrant that they are virus-free. You must therefore take full responsibility 
for virus
checking. Centaur Media plc. and its subsidiaries reserve the right to monitor 
all email
communications through their networks in line with the Lawful Business Practice
Regulations, 2000.
<><><><>-
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[otrs] TimeAccounting Module

2009-02-25 Thread Caspar Kennerdale

Hello

 

I have just installed the Time Accounting module and have given myself the
rights within the appropriate group, however I cannot see any reference to
this module from here on in.

How can I access it/ use it?

 

Thanks

 

Caspar Kennerdale 
Deputy Web Services Director 






020 7970 4680 




  caspar.kennerd...@centaur.co.uk




  www.centaur.co.uk

 

 

--

This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
confidential and may contain privileged information, and are intended for the 
named
addressee(s) only. If you are not the intended recipient, please notify us 
immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
warrant that they are virus-free. You must therefore take full responsibility 
for virus
checking. Centaur Media plc. and its subsidiaries reserve the right to monitor 
all email
communications through their networks in line with the Lawful Business Practice
Regulations, 2000.
<><><><>-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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[otrs] Attanchen: Can't run GenericAgent Job 'post' because no search attributes are used!.

2009-02-25 Thread Caspar Kennerdale

Hello

The following message appears in our system log, but I am not sure what is
causing it.

 

Can anyone shed any light?

 

--

This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX,
Registered in England & Wales No. 4948078. The email and any attachments are
confidential and may contain privileged information, and are intended for the 
named
addressee(s) only. If you are not the intended recipient, please notify us 
immediately
and do not disclose, distribute, or retain this email or any part of it.

While we have checked this e-mail and any attachments for viruses, we do not
warrant that they are virus-free. You must therefore take full responsibility 
for virus
checking. Centaur Media plc. and its subsidiaries reserve the right to monitor 
all email
communications through their networks in line with the Lawful Business Practice
Regulations, 2000.
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[otrs] DB2 - fetch failed - handles can't be shared between threads

2009-02-25 Thread Denis Cornehl

Hello,

we are running OTRS 2.3.4 on debian with db2 v.9.1 Fixpack 6.

Sometimes we get the following error.

  Software error:

  DBD::DB2::dr FETCH failed: handle 1 is owned by thread db433d0 not
  current thread bb849f8 (handles can't be shared between threads and
  your driver may need a CLONE method added) at
  /usr/share/perl5/Apache/DBI.pm line 97.

  For help, please send mail to the webmaster (webmas...@localhost),
  giving this error message and the time and date of the error.

If we reload the page everything works fine.

It seems to appear only if more than one user is logged on or/and when
the generic agents are executed.


The Perl DB2-DBI is from IBM:
http://www-01.ibm.com/support/docview.wss?rs=71&uid=swg21297335


The Database config is:

  $Self->{DatabaseHost} = 'localhost';
  $Self->{Database} = 'otrsdb';
  $Self->{DatabaseUser} = 'db2user';
  $Self->{DatabasePw}   = 'our-password';
  $Self->{DatabaseDSN}  = "DBI:DB2:$Self->{Database}";


-- 
regards
Denis Cornehl
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[otrs] R: How many postmaster email accounts?

2009-02-25 Thread CARNINO Daniele (FIAT ITEM)

Ciao Paolo,
I think that fetch mail safely from 230 accounts may be too much for a single 
instance,
I actually run a site with about 50 exchange mailbox attached through POP3 
connector, fetching email every 5 minutes.
If everything works as expected, usually I have no problem in fetching all 
emails in a minute or so (depending on the traffic)
But if some issue on the mail infrastructure is arising, well, it's normal to 
have some timeout in fetching.
This lead to an overlapping in script execution that requires some manual 
intervention to get things back to normal.
In this case, you may schedule the script on a large interval, if it's ok for 
you... but you should evaluate carefully how many mails 
this 230 mbx gets daily and how fast is you network and your mail 
infrastructure.

d.

Da: otrs-boun...@otrs.org [otrs-boun...@otrs.org] per conto di Paolo Epifani 
[paolo.epif...@comune.torino.it]
Inviato: mercoledì 25 febbraio 2009 10.43
A: otrs@otrs.org
Oggetto: [otrs] How many postmaster email accounts?

Hi
I'm new in the otrs project.
I'm considering to use otrs as Ticket Request System but I have some big 
question.
I work for a Government company that has several public email accounts to which 
people can post information requests.
I've counted these email accounts... They are about 230.

So, in your experience...
 - how many postmaster email accounts can support otrs? There is a limit?
 - what hardware requirements for this scenario?
 - have you encountered memory problems using otrs?

Regards
Paolo Epifani

  ___

   PAOLO EPIFANI
  ___

   Città di Torino - Settore Servizi Telematici
   Redazione Web

- Indirizzo: Via Meucci, 4 - 10121 TORINO
- Piano: 4, Ufficio 422
- Telefono: +39 011 4430559
- Fax: +39 011 4430583
- E-mail: 
paolo.epif...@comune.torino.it
- Web site: http://www.comune.torino.it
  ___

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Re: [otrs] How many postmaster email accounts?

2009-02-25 Thread Michiel Beijen

Paolo,

It is hard to  you estimates on your questions. I guess there is no real
limit to how many postmaster email accounts are supported by OTRS. I guess
that it can get tricky if you would really like to pop 230 accounts every X
minutes.
It also depends of course on the load, if there are only a couple of emails
per mailbox per day it probably would not be so bad.
I would recommend a different scenario: set up one mailbox for OTRS to use.
Now forward emails for all the email accounts you would like to use in OTRS
to this new mailbox. Do filtering based on the 'to' address in the emails to
dispatch to different queues. This way you do not have to worry about
checking all the different mailboxes, because there is just one you work
with. Will be a lot easier on the administration and for sure better for
performance.

Your hardware requirements will very on a lot of factors, the main ones will
be: number of concurrent agents using your system, and number of tickets in
your database. If you use recent hardware, with a two web server setup and a
well tuned environment you can probably serve hundreds maybe thousands of
concurrent users. Is there anyone on the list wanting to share facts on the
hardware they use?
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl

On Wed, Feb 25, 2009 at 10:43, Paolo Epifani  wrote:

>  Hi
> I'm new in the otrs project.
> I'm considering to use otrs as Ticket Request System but I have some big
> question.
> I work for a Government company that has several public email accounts to
> which people can post information requests.
> I've counted these email accounts... They are about 230.
>
> So, in your experience...
>  - how many postmaster email accounts can support otrs? There is a limit?
>  - what hardware requirements for this scenario?
>  - have you encountered memory problems using otrs?
>
> Regards
> Paolo Epifani
>
>   ___
>
>PAOLO EPIFANI
>   ___
>
>Città di Torino - Settore Servizi Telematici
>Redazione Web
>
> - Indirizzo: Via Meucci, 4 - 10121 TORINO
> - Piano: 4, Ufficio 422
> - Telefono: +39 011 4430559
> - Fax: +39 011 4430583
> - E-mail: paolo.epif...@comune.torino.it
> - Web site: http://www.comune.torino.it
>   ___
>
>
> -
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>
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[otrs] How many postmaster email accounts?

2009-02-25 Thread Paolo Epifani

Hi
I'm new in the otrs project.
I'm considering to use otrs as Ticket Request System but I have some big 
question.
I work for a Government company that has several public email accounts to which 
people can post information requests.
I've counted these email accounts... They are about 230.

So, in your experience...
 - how many postmaster email accounts can support otrs? There is a limit?
 - what hardware requirements for this scenario?
 - have you encountered memory problems using otrs?
 
Regards
Paolo Epifani

  ___
 
   PAOLO EPIFANI
  ___
 
   Città di Torino - Settore Servizi Telematici
   Redazione Web
 
- Indirizzo: Via Meucci, 4 - 10121 TORINO
- Piano: 4, Ufficio 422
- Telefono: +39 011 4430559
- Fax: +39 011 4430583
- E-mail: paolo.epif...@comune.torino.it
- Web site: http://www.comune.torino.it
  ___
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[otrs] E-mails not created as Tickets

2009-02-25 Thread Esben Bach

Hi All
I have recently set up a new OTRS 2.2 Installation on a Debian host, and
I have some problems getting email sent to our support mails into the
system as tickets.

I have set up a queue called support, and I have created an e-mail
"supp...@domain.com" and tied it to the queue. I have setup a fetchmail
cronjob to get the mails. The fetchmail is setup to get mails from an
imap account from our Exchange server.
Apparently this fetchmail part works fine, I can see the mail go into
/var/spool/mail/otrs, but they never enter the OTRS system (not in RAW,
not in the support queue).

I have a very old 2.0 Setup on a different host that works fine using
this method. So I am probably missing something rather simple like a
procmail config or other, but I can't seem to figure out what is wrong.
On the old system /var/spool/mail/otrs is empty and that's why I think
it might be a procmail issue or something similar.

So any guesses as to why mails don't enter the system, and any hints on
log files to look at for debugging?

-- 
Esben Bach

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Re: [otrs] E-mails not created as Tickets

[otrs] dtl blocks

Re: [otrs] Antw: OTRS ITSM populating the CI

Re: [otrs] Stat + FAQs Module + Groups

Re: [otrs] TimeAccounting Module

[otrs] Stat + FAQs Module + Groups

[otrs] TimeAccounting Module

[otrs] Attanchen: Can't run GenericAgent Job 'post' because no search attributes are used!.

[otrs] DB2 - fetch failed - handles can't be shared between threads

[otrs] R: How many postmaster email accounts?

Re: [otrs] How many postmaster email accounts?

[otrs] How many postmaster email accounts?

[otrs] E-mails not created as Tickets

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