[otrs] ERROR: "DBI::db=HASH(0x8615e80)->disconnect invalidates...Kernel/System/DB.pm"

[s taylor]

Hello.

What is this error and how to correct it?  It shows up in the error logs 
upon loading customer.pl or index.pl.


I created a bug report since I've seen this in the mailing list twice (May 
2006; 2 different people) without an answer.  I think it may be interfering 
with a customization I'm working on.


Upon loading index.pl:
~~
index.pl: DBI::db=HASH(0x8640064)->disconnect invalidates 1 active statement 
handle (either destroy statement handles or call finish on them before 
disconnecting) at 
/usr/opt/public_html/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 219.

~~

Upon loading customer.pl:
~~
customer.pl: DBI::db=HASH(0x8615e80)->disconnect invalidates 1 active 
statement handle (either destroy statement handles or call finish on them 
before disconnecting) at 
/usr/opt/public_html/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 219.

~~

Thanks.


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[otrs] Problem in otrs.conf

[Joe Fusco]

I'm using Fedora Core 5 and have installed the otrs rpm.  The included
readme says install the rpm, restart apache, and launch the web
configuration.  Apache still won't start.  When I rename the
/etc/conf.d/otrs.conf file, httpd starts just fine.  That tells me the
problem is in the otrs.conf file... but where?  I'm not getting any
feedback, other than a warning about a useless use of AllowOverride,
that tells me where the problem might be.

ANY help is appreciated.

Thanks

Joe Fusco
Network Manager
Ocean Dental Corporate Headquarters
206 W. 6th
Stillwater, OK 74074
Ph:  405.707.0600
Fax: 405.707.7129
Cell: 405.612.8040

PLEASE NOTE NEW EMAIL ADDRESS
Email: [EMAIL PROTECTED]

Customer Service:  The state of voluntary subjection to a customer, the
condition of being bound to service. 
IMPORTANT - This e-mail message is intended only for the use of the
individual or entity to which it is addressed, and may contain
information that is privileged, confidential and exempt from disclosure
under applicable law. If you are not the intended recipient, you are
hereby notified that we do not consent to any reading, dissemination,
distribution or copying of this e-mail message. If you have received
this communication in error, please notify the sender immediately by
return e-mail, delete this e-mail, delete the transmitted information
and destroy any copies. Any dissemination or use of this information by
a person other than the intended recipient is unauthorized and may be
illegal. Violators may be prosecuted. 

E-mail transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive
late, incomplete, or contain viruses. The sender therefore does not
accept liability for any errors or omissions in the contents of this
message, which arise as a result of e-mail transmission.

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[otrs] OTRS vs Apache - The continuing saga

[Joe Fusco]

I went
into the httpd.conf file and added the line ServerName 10.1.1.X:80 and it got
rid of the “could not determine the FQDN…” error but httpd is
still failing.  Any suggestions?

 

Thanks,

Joe Fusco

 

IMPORTANT - This e-mail
message is intended only for the use of the individual or entity to which it is
addressed, and may contain information that is privileged, confidential and exempt
from disclosure under applicable law. If you are not the intended recipient,
you are hereby notified that we do not consent to any reading, dissemination,
distribution or copying of this e-mail message. If you have received this
communication in error, please notify the sender immediately by return e-mail,
delete this e-mail, delete the transmitted information and destroy any copies.
Any dissemination or use of this information by a person other than the
intended recipient is unauthorized and may be illegal. Violators may be
prosecuted. 

E-mail transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive late,
incomplete, or contain viruses. The sender therefore does not accept liability
for any errors or omissions in the contents of this message, which arise as a
result of e-mail transmission.

 






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[otrs] FW: OTRS Killed Apache

[Joe Fusco]

Okay, I found the OTRS config file.  I didn't see that line so I added
it... still didn't help.  Any other suggestions?

Thanks,
Joe

-Original Message-
From: Joe Fusco 
Sent: Wednesday, July 05, 2006 2:08 PM
To: 'otrs@otrs.org'
Subject: RE: OTRS Killed Apache


Tom,

Thanks for the reply.  I was able to locate the Apache/httpd config file
in etc/httpd/ but still am unable to locate the OTRS config files.  What
directory are they in?

Thanks,
Joe Fusco

--

Message: 6
Date: Wed, 5 Jul 2006 14:11:40 -0400
From: "Tom French" <[EMAIL PROTECTED]>
Subject: RE: [otrs] OTRS killed Apache
To: "User questions and discussions about OTRS.org" 
Message-ID:

<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"

Joe,
 
Look here and change the FQDN:
 
OTRS-->otrs-->Kernel  file config.pl
$Self->{'FQDN'} = 'server1';

 
  
Tom French
Network Administrator
DEI Services Corp.
7213 Sandscove Court
Suite One
Winter Park, FL  32792
(407) 678-3388 ext. 208
www.deicorp.net
 



From: [EMAIL PROTECTED] on behalf of Joe Fusco
Sent: Wed 7/5/2006 1:06 PM
To: otrs@otrs.org
Subject: [otrs] OTRS killed Apache

I'm a relative neophyte with Linux.  I installed Fedora Core 5 on a
system and was able to get to the Apache test page.  I downloaded the
RPM for OTRS and ran it.  After it installed, I restarted Apache and
received the following:

Starting httpd: [date & time] [warn] useless use of AllowOverride in
line 19
httpd: apr_sockaddr_info_get() failed for static-host
httpd: could not reliably determine the server's fully qualified domain
name, using 127.0.0.1 for ServerName

And the http daemon fails.  I can't even figure out where OTRS installed
and can't for the life of me remember where the Apache/httpd config
files are stored.  Can anyone help get me started?

Thanks 

Joe Fusco
Network Manager
Ocean Dental Corporate Headquarters
206 W. 6th
Stillwater, OK 74074
Ph:  405.707.0600
Fax: 405.707.7129
Cell: 405.612.8040

Email: [EMAIL PROTECTED]

Customer Service:  The state of voluntary subjection to a customer, the
condition of being bound to service. 

IMPORTANT - This e-mail message is intended only for the use of the
individual or entity to which it is addressed, and may contain
information that is privileged, confidential and exempt from disclosure
under applicable law. If you are not the intended recipient, you are
hereby notified that we do not consent to any reading, dissemination,
distribution or copying of this e-mail message. If you have received
this communication in error, please notify the sender immediately by
return e-mail, delete this e-mail, delete the transmitted information
and destroy any copies. Any dissemination or use of this information by
a person other than the intended recipient is unauthorized and may be
illegal. Violators may be prosecuted. 

E-mail transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive
late, incomplete, or contain viruses. The sender therefore does not
accept liability for any errors or omissions in the contents of this
message, which arise as a result of e-mail transmission.
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RE: [otrs] RE: OTRS Killed Apache

[Tom French]

That was OTRS directly off of the root, I am using windowz server, but it 
should be the same for Linux.
 
  
Tom French
Network Administrator
DEI Services Corp.
7213 Sandscove Court
Suite One
Winter Park, FL  32792
(407) 678-3388 ext. 208
www.deicorp.net 

 



From: [EMAIL PROTECTED] on behalf of Joe Fusco
Sent: Wed 7/5/2006 3:08 PM
To: otrs@otrs.org
Subject: [otrs] RE: OTRS Killed Apache




Tom,

Thanks for the reply.  I was able to locate the Apache/httpd config file
in etc/httpd/ but still am unable to locate the OTRS config files.  What
directory are they in?

Thanks,
Joe Fusco

--

Message: 6
Date: Wed, 5 Jul 2006 14:11:40 -0400
From: "Tom French" <[EMAIL PROTECTED]>
Subject: RE: [otrs] OTRS killed Apache
To: "User questions and discussions about OTRS.org" 
Message-ID:
   
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"

Joe,

Look here and change the FQDN:

OTRS-->otrs-->Kernel  file config.pl
$Self->{'FQDN'} = 'server1';


 
Tom French
Network Administrator
DEI Services Corp.
7213 Sandscove Court
Suite One
Winter Park, FL  32792
(407) 678-3388 ext. 208
www.deicorp.net




From: [EMAIL PROTECTED] on behalf of Joe Fusco
Sent: Wed 7/5/2006 1:06 PM
To: otrs@otrs.org
Subject: [otrs] OTRS killed Apache

I'm a relative neophyte with Linux.  I installed Fedora Core 5 on a
system and was able to get to the Apache test page.  I downloaded the
RPM for OTRS and ran it.  After it installed, I restarted Apache and
received the following:

Starting httpd: [date & time] [warn] useless use of AllowOverride in
line 19
httpd: apr_sockaddr_info_get() failed for static-host
httpd: could not reliably determine the server's fully qualified domain
name, using 127.0.0.1 for ServerName

And the http daemon fails.  I can't even figure out where OTRS installed
and can't for the life of me remember where the Apache/httpd config
files are stored.  Can anyone help get me started?

Thanks

Joe Fusco
Network Manager
Ocean Dental Corporate Headquarters
206 W. 6th
Stillwater, OK 74074
Ph:  405.707.0600
Fax: 405.707.7129
Cell: 405.612.8040

Email: [EMAIL PROTECTED]

Customer Service:  The state of voluntary subjection to a customer, the
condition of being bound to service.

IMPORTANT - This e-mail message is intended only for the use of the
individual or entity to which it is addressed, and may contain
information that is privileged, confidential and exempt from disclosure
under applicable law. If you are not the intended recipient, you are
hereby notified that we do not consent to any reading, dissemination,
distribution or copying of this e-mail message. If you have received
this communication in error, please notify the sender immediately by
return e-mail, delete this e-mail, delete the transmitted information
and destroy any copies. Any dissemination or use of this information by
a person other than the intended recipient is unauthorized and may be
illegal. Violators may be prosecuted.

E-mail transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive
late, incomplete, or contain viruses. The sender therefore does not
accept liability for any errors or omissions in the contents of this
message, which arise as a result of e-mail transmission.
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[otrs] RE: OTRS Killed Apache

[Joe Fusco]

Tom,

Thanks for the reply.  I was able to locate the Apache/httpd config file
in etc/httpd/ but still am unable to locate the OTRS config files.  What
directory are they in?

Thanks,
Joe Fusco

--

Message: 6
Date: Wed, 5 Jul 2006 14:11:40 -0400
From: "Tom French" <[EMAIL PROTECTED]>
Subject: RE: [otrs] OTRS killed Apache
To: "User questions and discussions about OTRS.org" 
Message-ID:

<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"

Joe,
 
Look here and change the FQDN:
 
OTRS-->otrs-->Kernel  file config.pl
$Self->{'FQDN'} = 'server1';

 
  
Tom French
Network Administrator
DEI Services Corp.
7213 Sandscove Court
Suite One
Winter Park, FL  32792
(407) 678-3388 ext. 208
www.deicorp.net
 



From: [EMAIL PROTECTED] on behalf of Joe Fusco
Sent: Wed 7/5/2006 1:06 PM
To: otrs@otrs.org
Subject: [otrs] OTRS killed Apache

I'm a relative neophyte with Linux.  I installed Fedora Core 5 on a
system and was able to get to the Apache test page.  I downloaded the
RPM for OTRS and ran it.  After it installed, I restarted Apache and
received the following:

Starting httpd: [date & time] [warn] useless use of AllowOverride in
line 19
httpd: apr_sockaddr_info_get() failed for static-host
httpd: could not reliably determine the server's fully qualified domain
name, using 127.0.0.1 for ServerName

And the http daemon fails.  I can't even figure out where OTRS installed
and can't for the life of me remember where the Apache/httpd config
files are stored.  Can anyone help get me started?

Thanks 

Joe Fusco
Network Manager
Ocean Dental Corporate Headquarters
206 W. 6th
Stillwater, OK 74074
Ph:  405.707.0600
Fax: 405.707.7129
Cell: 405.612.8040

Email: [EMAIL PROTECTED]

Customer Service:  The state of voluntary subjection to a customer, the
condition of being bound to service. 

IMPORTANT - This e-mail message is intended only for the use of the
individual or entity to which it is addressed, and may contain
information that is privileged, confidential and exempt from disclosure
under applicable law. If you are not the intended recipient, you are
hereby notified that we do not consent to any reading, dissemination,
distribution or copying of this e-mail message. If you have received
this communication in error, please notify the sender immediately by
return e-mail, delete this e-mail, delete the transmitted information
and destroy any copies. Any dissemination or use of this information by
a person other than the intended recipient is unauthorized and may be
illegal. Violators may be prosecuted. 

E-mail transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive
late, incomplete, or contain viruses. The sender therefore does not
accept liability for any errors or omissions in the contents of this
message, which arise as a result of e-mail transmission.
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RE: [otrs] OTRS killed Apache

[Tom French]

Joe,
 
Look here and change the FQDN:
 
OTRS-->otrs-->Kernel  file config.pl
$Self->{'FQDN'} = 'server1';

 
  
Tom French
Network Administrator
DEI Services Corp.
7213 Sandscove Court
Suite One
Winter Park, FL  32792
(407) 678-3388 ext. 208
www.deicorp.net 

 



From: [EMAIL PROTECTED] on behalf of Joe Fusco
Sent: Wed 7/5/2006 1:06 PM
To: otrs@otrs.org
Subject: [otrs] OTRS killed Apache



I'm a relative neophyte with Linux.  I installed Fedora Core 5 on a system and 
was able to get to the Apache test page.  I downloaded the RPM for OTRS and ran 
it.  After it installed, I restarted Apache and received the following:

 

Starting httpd: [date & time] [warn] useless use of AllowOverride in line 19

httpd: apr_sockaddr_info_get() failed for static-host

httpd: could not reliably determine the server's fully qualified domain name, 
using 127.0.0.1 for ServerName

 

And the http daemon fails.  I can't even figure out where OTRS installed and 
can't for the life of me remember where the Apache/httpd config files are 
stored.  Can anyone help get me started?

 

Thanks 

 

Joe Fusco

Network Manager

Ocean Dental Corporate Headquarters

206 W. 6th

Stillwater, OK 74074

Ph:  405.707.0600

Fax: 405.707.7129

Cell: 405.612.8040

 

PLEASE NOTE NEW EMAIL ADDRESS

Email: [EMAIL PROTECTED]

 

Customer Service:  The state of voluntary subjection to a customer, the 
condition of being bound to service. 

IMPORTANT - This e-mail message is intended only for the use of the individual 
or entity to which it is addressed, and may contain information that is 
privileged, confidential and exempt from disclosure under applicable law. If 
you are not the intended recipient, you are hereby notified that we do not 
consent to any reading, dissemination, distribution or copying of this e-mail 
message. If you have received this communication in error, please notify the 
sender immediately by return e-mail, delete this e-mail, delete the transmitted 
information and destroy any copies. Any dissemination or use of this 
information by a person other than the intended recipient is unauthorized and 
may be illegal. Violators may be prosecuted. 

E-mail transmission cannot be guaranteed to be secure or error-free as 
information could be intercepted, corrupted, lost, destroyed, arrive late, 
incomplete, or contain viruses. The sender therefore does not accept liability 
for any errors or omissions in the contents of this message, which arise as a 
result of e-mail transmission.

 

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[otrs] OTRS killed Apache

[Joe Fusco]

I’m
a relative neophyte with Linux.  I installed Fedora Core 5 on a system and was
able to get to the Apache test page.  I downloaded the RPM for OTRS and ran
it.  After it installed, I restarted Apache and received the following:

 

Starting
httpd: [date & time] [warn] useless use of AllowOverride in line 19

httpd:
apr_sockaddr_info_get() failed for static-host

httpd:
could not reliably determine the server's fully qualified domain name, using
127.0.0.1 for ServerName

 

And
the http daemon fails.  I can’t even figure out where OTRS installed and
can’t for the life of me remember where the Apache/httpd config files are
stored.  Can anyone help get me started?

 



Thanks 



 

Joe Fusco

Network
Manager

Ocean
Dental Corporate Headquarters

206
W. 6th

Stillwater, OK 74074

Ph: 
405.707.0600

Fax:
405.707.7129

Cell:
405.612.8040

 

PLEASE
NOTE NEW EMAIL ADDRESS

Email:
[EMAIL PROTECTED]

 

Customer
Service:  The state of voluntary subjection to a customer, the condition of
being bound to service. 

IMPORTANT - This e-mail
message is intended only for the use of the individual or entity to which it is
addressed, and may contain information that is privileged, confidential and exempt
from disclosure under applicable law. If you are not the intended recipient,
you are hereby notified that we do not consent to any reading, dissemination,
distribution or copying of this e-mail message. If you have received this
communication in error, please notify the sender immediately by return e-mail,
delete this e-mail, delete the transmitted information and destroy any copies.
Any dissemination or use of this information by a person other than the
intended recipient is unauthorized and may be illegal. Violators may be
prosecuted. 

E-mail transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive late,
incomplete, or contain viruses. The sender therefore does not accept liability
for any errors or omissions in the contents of this message, which arise as a
result of e-mail transmission.

 






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SV: SV: [otrs] Sending notification to End user (customer)when ticketis moved to new queue

[Roy Andre Tollefsen]

>>You have to turn on the sending of this Notification (note: it's no 
>>auto-answer) within the queue you move the ticket -in-.
>>In German, the queue-specific parameter is called "Kundeninfo 
>>Verschieben" (sorry, English translation is disabled on our 
>>OTRS-installation).

>>Now, I think you get the setting you are seeking for.

That's exactly what we were looking for! Vielen Dank!

Regards,
Roy Andre
Norway

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Re: SV: [otrs] Sending notification to End user (customer) when ticketis moved to new queue

[Alexander Scholler]

Hi Roy,

Roy Andre Tollefsen schrieb:

Roy Andre Tollefsen wrote:

We have studied the Notifications (System -> Notification Management)
but although the text for example nb_NO::Customer::QueueUpdate is fine
it doesn't send out any email when the ticket is moved.


Alex replied:
jfyi: The move-notification must be set on the queue the ticket is moved

to, not the queue the ticket was moved out.

We have created an auto-answer (Type: Auto Reply) and set this up in
both the queue the ticket was moved from and move to (added in the
"Autoanswer <-> Queues). The customers get an Auto Reply when they send
in a ticket for the first time to the OurDefaultQueue::Incoming-queue so
the reply-feature at least work a bit.


Auto-answers are automatically generated replies to mails the customer 
sent to OTRS (as new tickets or as follow-ups) - so it's a action as 
result of a customer-action (his mail-sending).




We're not quite sure how the "Messages Administation" affects this
though..


You want to notify the customer about changes the agent made on his 
ticket (the assignment of the ticket to another queue).


This notification has to be texted within Admin > Notifications > e.g. 
en::Customer::QueueUpdate


You have to turn on the sending of this Notification (note: it's no 
auto-answer) within the queue you move the ticket -in-.
In German, the queue-specific parameter is called "Kundeninfo 
Verschieben" (sorry, English translation is disabled on our 
OTRS-installation).


Now, I think you get the setting you are seeking for.



Cheers,
Roy Andre


Bye, Alex
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Re: [otrs] Changing new ticket Form

[Stefan Lindecke]

Hi Stefan,

Thanks for the info. I got this task done by editing the file 
/Kernel/Output/HTML/Standard/CustomerTicketMessageNew.dtl. 
I had to find out this file the hard way.


I would like to know more of this first link you have sent me . I did 
a Google German to English translation to see what the page says. What 
I did was


after the line

$Output. = $Line; }
I added

$Output. = “$Param {TemplateFile}”;





Hm, when i changed my Generic.pm to this style :

   # add this line to output
   $Output .= $Line;
  
   }

   $Output .= "$Param{TemplateFile}";

it works on my machine.

Curious, no idea yet, what happens on your side.
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SV: [otrs] Sending notification to End user (customer) when ticketis moved to new queue

[Roy Andre Tollefsen]

Roy Andre Tollefsen wrote:
> We have studied the Notifications (System -> Notification Management)
> but although the text for example nb_NO::Customer::QueueUpdate is fine
> it doesn't send out any email when the ticket is moved.

Alex replied:
jfyi: The move-notification must be set on the queue the ticket is moved

to, not the queue the ticket was moved out.

We have created an auto-answer (Type: Auto Reply) and set this up in
both the queue the ticket was moved from and move to (added in the
"Autoanswer <-> Queues). The customers get an Auto Reply when they send
in a ticket for the first time to the OurDefaultQueue::Incoming-queue so
the reply-feature at least work a bit.

We're not quite sure how the "Messages Administation" affects this
though..

Cheers,
Roy Andre


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Re: [otrs] Sending notification to End user (customer) when ticket is moved to new queue

[Alexander Scholler]

Hi,

Roy Andre Tollefsen schrieb:

We have studied the Notifications (System -> Notification Management)
but although the text for example nb_NO::Customer::QueueUpdate is fine
it doesn't send out any email when the ticket is moved.


jfyi: The move-notification must be set on the queue the ticket is moved 
to, not the queue the ticket was moved out.





--
Regards,
Roy Andre 


Bye, Alex
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[otrs] Sending notification to End user (customer) when ticket is moved to new queue

[Roy Andre Tollefsen]

Hi.

As mentioned in the subject we would like to let OTRS automaticly send a
notification email to the customer when we move the ticket to another
queue (for example 2.level support).

We have studied the Notifications (System -> Notification Management)
but although the text for example nb_NO::Customer::QueueUpdate is fine
it doesn't send out any email when the ticket is moved.


--
Regards,
Roy Andre 

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