[otrs] Modification of a read-only value attempted

[will]

Hi again,

I'm getting this error when trying to reply to a ticket:

Software error:

Modification of a read-only value attempted at
/data/CPAN/lib/site_perl/5.8.8/i86pc-solaris-thread-multi-64/Net/DNS/Question.pm
line 47.

So after some searching, found someone's solution
(http://www.mail-archive.com/otrs@otrs.org/msg18266.html), but it
didn't work for me. Since this was on a Solaris box, and I had a known
working copy working in SuSE 10, I copied over SuSE's pm files. Now I
get a blank page when I click "Compose E-mail".

Any suggestions?

Thanks!

-william
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Re: [otrs] Advanced filter on incoming mails

[Alexander Scholler]

Hi Gabriele,

Nils Breunese (Lemonbit) schrieb:

Gabriele D'Andrea wrote:

some servers that we manage, are configured to send automatic emails 
on errors: when an error occurs, a mail i s sent every 5 minutes.
My boss asked me to integrate these warnings in OTRS, so that a new 
ticket is created when an error occurs.
So I need to filter emails coming from those specified addresses, in 
order to prevent multiple copies of the same ticket (a new mail is 
sent every 5 minutes until problem's solved or notification is stopped).


I was thinking about a filter that allows a specified address, to open 
only 1 ticket every (say) 1 hour.


Is this possible, can someone give me some guidelines about this, or a 
better way to filter automatic mails?


Can't the monitoring software be configured to send out only one email 
per error to your OTRS queue?


That would be great.

Otherwise, perhaps you have to write your own Postmaster-module like the 
ones on PostMaster::PreFilterModule###*


Within this module, you have to recognize the server affected and search 
for an open ticket on this server.

If you found one, mark the new mail as follow-up on this ticket,
otherwise create a new ticket and mark it as ticket on the specific 
affected server.


I didn't verify this implementation-suggest if it is feasable and a good 
way, these are just my quick ideas on your request.


There is also a nagios-module on ftp - perhaps you can use it as 
template to modify it...?


Bye, Alex
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[otrs] Migrating from otrs 2.1 to otrs 2.2

[tarallo]

I want to know  if I have to take special care in this task.

Thanks


-- 
A/P Andrés Tarallo

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RE: [otrs] PostmasterPOP3 error: Can't use string ("mail") as an ARRAY

[Matthew Joyce]

Maybe the problem is with the config, perhaps wherever 'mail' is being
provided should be ['mail'].

Matthew Joyce 
02 9382 0051 | IT Manager | Children's Cancer Institute Australia for
Medical Research 
 

> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On 
> Behalf Of Jeroen Prinse
> Sent: Monday, 30 July 2007 9:07 PM
> To: otrs@otrs.org
> Subject: [otrs] PostmasterPOP3 error: Can't use string 
> ("mail") as an ARRAY
> 
> Dear list,
> 
> Maybe someone knows the answer to my problem. 
> 
> The situation:
> 
> OS: CentOS
> OTRS: Version 2.2.1 + ITSM 1.0.1
> 
> The postmaster account is setup succesfully and username and 
> password is working. Manually running the postmasterpop3 
> (./PostmasterPOP.pl) gives the following error:
> 
> "Can't use string ("mail") as an ARRAY ref while "strict 
> refs" in use at /opt/otrs/Kernel/System/CustomerUser/LDAP.pm 
> line 240,  line 225."
> 
> Couldn't find anything wrong in LDAP.pm
> 
> Please help me out :)
> 
> Kind Regards,
> 
> Jeroen Prinse.
> 
> 
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RE: [otrs] LDAP and Database

[Maurice James Ny]

Im only using it to query AD at the moment. I cannot use it for
authentication because we use PKI for authentication and I don't get paid
enough to figure that out lol.

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter Hoogkamer
Sent: Monday, July 30, 2007 5:47 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] LDAP and Database

Hello Maurice,

Can I conclude from your question that you have OTRS working together
with Active Directory? I am trying to  get this to work, but still do
not succeed. What is your configuration?



2007/7/27, Maurice James Ny <[EMAIL PROTECTED]>:
>
>
>
>
> At the moment I have both the database and active directory begin accessed
> by OTRS. I would like to be able to import my users from active directory
> into my OTRS database. Is this possible? When ever I try to add users to
the
> database through the web interface I get an error that the user already
> exists. ( This is true they exist within active directory but not within
the
> OTRS database. Whenever I check the customer_user table, its empty. I
tried
> running ldap2db but it does not populate the database. Any takers on this
> one?
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Re: [otrs] new instance of otrs2

[Elias Probst]

I've had the same problem too.
A new instance accesses the data of the first instance.
You have to run each instance on an separate VHost and define those two 
variables once for each instance:

PerlOptions +ParseHeaders +Parent
PerlSwitches -Mlib=/var/www/yourhost.com/htdocs/test1/var/tmp/perl_pool

If you don't get it working, contact me directly. I'll publish a howto soon at 
the OTRS wiki how to do this.

Regards, Elias P.

On Monday 30 July 2007 21:29:29 Andrew Meyer wrote:
> Why would I be getting this:
>
>
>
> ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Jul 30 14:18:36 2007
>
> Message: Access denied for user 'otrs'@'localhost' (using password: NO)
>
> Traceback (30676):
>Module: Kernel::System::DB::new (v1.47) Line: 168
>Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150
>Module:
> ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep
> l::handler (v) Line: 47
>Module: (eval) (v1.80) Line: 203
>Module: ModPerl::RegistryCooker::run (v1.80) Line: 203
>Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169
>Module: ModPerl::Registry::handler (v1.99) Line: 30
>
>
>
>
>
>
>
> Andrew Meyer
>
> Unix Systems Analyst
>
> Precision Practice Management
>
> 1300 Hampton Ave., Ste 200
>
> 314-787-0681  x39
>
> 314-565-0868


-- 
A really nice number:
"09:F9:11:02:9D:74:E3:5B:D8:41:56:C5:63:56:88:C0"


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[otrs] Mensaje: You need permissions! after upgrade

[Carlos A Cardona Gomez]

Hello,

 

I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket 
because I get the Mensaje: You need permissions!.

 

I even created a new user, gave all permissions, assigned all the queues but 
still can't reply a Ticket.

 

I looked on the mail list And I found a similar topic, but didn't help my 
case Any ideas?

 

Thanks in advance...

 

Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de 
Información y Comunicación
Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | 
Medellín, COLOMBIA
Tel: +57(4)415 90 06 | Ext. 7411
[EMAIL PROTECTED]  | www.upb.edu.co 
 

 

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RE: [otrs] OTRS 2.2 on Windows 2003 Server error messages

[Maciej Łoszajc]

> I am running version 2.2.1
> 
> Did you find a way around it?


I'm as well running 2.2.1 and had the same problem. But the funny thing is
that I had 3 installations of OTRS, one on my private laptop [XP HE], one on
company laptop [XP Pro] and one on Win 2003 Server SE. All three gave me the
same error [perl.exe and mysqll.dll]. 2 days ago suddenly this error stopped
occurring on both laptops [I didn't make any changes in configuration of
OTRS]. I still have to check the server version, but if there's also no
problem anymore that would be the most amazing bug I have ever heard of...

Check my mail post on this group from 2007-07-17.

Best regards,
Maciej Łoszajc
IT-Administrator
www.faberpolska.pl

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[otrs] new instance of otrs2

[Andrew Meyer]

Why would I be getting this:

 

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Jul 30 14:18:36 2007

Message: Access denied for user 'otrs'@'localhost' (using password: NO)

Traceback (30676): 
   Module: Kernel::System::DB::new (v1.47) Line: 168
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150
   Module:
ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep
l::handler (v) Line: 47
   Module: (eval) (v1.80) Line: 203
   Module: ModPerl::RegistryCooker::run (v1.80) Line: 203
   Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169
   Module: ModPerl::Registry::handler (v1.99) Line: 30

 

 

 

Andrew Meyer

Unix Systems Analyst

Precision Practice Management

1300 Hampton Ave., Ste 200

314-787-0681  x39

314-565-0868

BEGIN:VCARD
VERSION:2.1
N:Meyer;Andrew
FN:Andrew Meyer
ORG:;Information Technology
TITLE:Unix Administrator
TEL;WORK;VOICE:314-277-3307
TEL;HOME;VOICE:314-277-3307
TEL;CELL;VOICE:314-565-0868
ADR;WORK:;Hampton;11549 Templar Dr.;Creve Coeur;MO;63141;United States
LABEL;WORK;ENCODING=QUOTED-PRINTABLE:Hampton=0D=0A11549 Templar Dr.=0D=0ACreve Coeur, MO 63141=0D=0AUnited States
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Re: [otrs] OTRS 2.2 on Windows 2003 Server error messages

[Jurgen de Wijs]

2007/7/30, pri pri <[EMAIL PROTECTED]>:
>
> hi
>
> its a bug in 2.2 versions.
>
> which version do you have ??
>
I am running version 2.2.1

Did you find a way around it?

Regards,
Jurgen de Wijs
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RE: [otrs] OTRS 2.2 on Windows 2003 Server error messages

[Frank Wakelin]

 
I'm experiencing the same thing (ver 2.2.1 on W2K3).  Do you have the
link to the otrs bugtrack for this one?



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
pri pri
Sent: July 30, 2007 05:12
To: otrs@otrs.org
Subject: RE: [otrs] OTRS 2.2 on Windows 2003 Server error messages



hi

its a bug in 2.2 versions. 

which version do you have ?? 






From:  "Jurgen de Wijs" <[EMAIL PROTECTED]>
Reply-To:  "User questions and discussions about OTRS.org"

To:  otrs@otrs.org
Subject:  [otrs] OTRS 2.2 on Windows 2003 Server error messages
Date:  Thu, 26 Jul 2007 12:06:48 +0200
>We have installed OTRS 2.2.1 on a Windows 2003 server. After
>installation ww found that everthing was working except we
receive the
>following error message in the windows event log:
>
>Faulting application perl.exe, version 5.8.8.819, faulting
module
>mysql.dll, version 0.0.0.0, fault address 0x32b9.
>
>The system seems to be working but from the error message I
still
>think something is not quite right.
>
>Does someone have a suggestion?
>
>Best regards,
>Jurgen de Wijs
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Tried the new MSN Messenger? It's cool! Download now.
  

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Thank you.

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Re: [otrs] Solaris Zone

[will]

Changing the top of the perl scripts helped! Thanks!

I don't know Perl or Solaris well enough to be able to explain why we
had to do this. It's running in a Solaris zone, sort of like a virtual
machine or chroot. Basically the zones all share common binaries.
Easier administration I guess. So the sysadmins installed a new perl
binary compiled with the modules needed.

It sorta works now. Thanks!
-william




On 7/30/07, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]> wrote:
> Alexander Scholler wrote:
>
> > Nils Breunese (Lemonbit) schrieb:
> >> will wrote:
> >>> (Sorry if this is a duplicate. I sent this last Friday, but for some
> >>> reason it didn't show up, in my mailbox at least)
> >>>
> >>> I'm trying to install OTRS in a Solaris zone and not having too much
> >>> luck. The perl binary is "secured" so I have to use a different
> >>> binary
> >>>  (/data/bin/perl).  I'm not having a lot of luck with this, and not
> >>> sure if I messed up anything. I was able to edit bin/
> >>> otrs.checkModules
> >>> with the new binary path, and it was able to find all the
> >>> modules. But
> >>> then in bin/cgi-bin/installer.pl I did the same thing, but it
> >>> seems to
> >>> refer to another file /opt/otrs/Kernel/System/DB.pm which doesn't
> >>> seem
> >>> to use the right binary since it cannot locate DBI.pm.
> >>>
> >>> So I'm not sure how to globally set the default path of the perl
> >>> binary to the new path.
> >>>
> >>> Any help would be very much appreciated.
> >> All perl scripts in the OTRS distribution start with:
> >> #!/usr/bin/perl -w
> >> I guess you'll need to change that to:
> >> #!/data/bin/perl -w
> >> Nils Breunese.
> >
> > I don't know if just a symbolic links solves all this for you.
>
> He said his perl binary is "secured" (I don't know what that means
> exactly) and that he has to use a different binary. That's why I
> didn't suggest using a symlink, but normally when your perl binary is
> in another place that is of course the easy way to fix it.
>
> Nils Breunese.
>
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[otrs] Ticket creation by mail with specific X-OTRS headers

[Laurent Minost]

Hi,

Checked on Google and OTRS mailing list archives for an answer to this
question but can"t find one.
I'm currently on the process of migrating to OTRS for a specific
platform and in this way I was asked to restore back on OTRS all of our
old Double Choco Latte tickets data so we wil have all historical
tickets accessible through OTRS.

For the moment, I run into creating data in OTRS by sending custom mails
containing old data and so let it create all necessaries entries by
itself, so I'm using a lot all of these useful X-OTRS-* Headers BUT I
wonder :

- is there any "hidden"/undocumented headers like X-OTRS-TicketID or
X-OTRS-EmailDate ? It would help a lot because we need to keep Ticket
Numbers the same between old and new ticketing system and for dates it
would be better if we can keep original creation/modification/resolution
dates from original emails.

- does anyone see a better way to integrate back all of these datas into
OTRS ?

Thanks by advance for your answers.

Best regards,

Laurent
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Re: [otrs] Notify agents if a ticket hasn't been modified/workedfor a specified time

[Laurent Minost]

HI Gabriele,

Thanks for your answer, I think this trick will be perfect for what
we're searching for at the moment. I will do some tests with these
settings and check behaviour.

Thanks again :)

Laurent


Le lundi 30 juillet 2007 à 15:55 +0200, Gabriele D'Andrea a écrit :
> If the only issue is about working hours vs hours, you can customize
> or add more calendars within SysConfig-> Framework ->
> Core::Time::CalendarX
> Then you can link calendars to queues in the Queue page.
>  
> Hope it helps
> Gabriele
> - Original Message - 
> From: Laurent Minost 
> To: User questions and discussions about OTRS.org 
> Sent: Monday, July 30, 2007 3:46 PM
> Subject: Re: [otrs] Notify agents if a ticket hasn't been
> modified/workedfor a specified time
> 
> 
> 
> Hi Nils,
> 
> Thanks for your answer.
> 
> I already checked about escalation in OTRS but that's not
> exactly what we need because escalation is linked with a
> specified duration/time in working hours, in our case we need
> to be notified about ticket not modified for whatever reason
> for more than one week e.g. Do you think is it possible
> please ?
> 
> Thanks and BR.
> 
> Laurent
> 
> Le jeudi 26 juillet 2007 à 16:47 +0200, Nils Breunese
> (Lemonbit) a écrit : 
> 
> > Laurent Minost wrote:
> > 
> > > I wonder if it's possible (maybe via Generic Agent) to notify  
> > > agents that some tickets hasn't been modified for a specified 
> time  
> > > please ?
> > 
> > Have you looked into escalating tickets? 
>  > html/x1463.html>
> > 
> > Nils Breunese
> > ___
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> 
> 
> __
> 
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Re: [otrs] Advanced filter on incoming mails

[Nils Breunese (Lemonbit)]

Gabriele D'Andrea wrote:

some servers that we manage, are configured to send automatic  
emails on errors: when an error occurs, a mail i s sent every 5  
minutes.
My boss asked me to integrate these warnings in OTRS, so that a new  
ticket is created when an error occurs.
So I need to filter emails coming from those specified addresses,  
in order to prevent multiple copies of the same ticket (a new mail  
is sent every 5 minutes until problem's solved or notification is  
stopped).


I was thinking about a filter that allows a specified address, to  
open only 1 ticket every (say) 1 hour.


Is this possible, can someone give me some guidelines about this,  
or a better way to filter automatic mails?


Can't the monitoring software be configured to send out only one  
email per error to your OTRS queue?


Nils Breunese.




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[otrs] Advanced filter on incoming mails

[Gabriele D'Andrea]

Hi all,
some servers that we manage, are configured to send automatic emails on 
errors: when an error occurs, a mail i s sent every 5 minutes.
My boss asked me to integrate these warnings in OTRS, so that a new ticket 
is created when an error occurs.
So I need to filter emails coming from those specified addresses, in order 
to prevent multiple copies of the same ticket (a new mail is sent every 5 
minutes until problem's solved or notification is stopped).


I was thinking about a filter that allows a specified address, to open only 
1 ticket every (say) 1 hour.


Is this possible, can someone give me some guidelines about this, or a 
better way to filter automatic mails?


Thanks a lot
Gabriele


--
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Re: [otrs] Notify agents if a ticket hasn't been modified/workedfor a specified time

[Gabriele D'Andrea]

If the only issue is about working hours vs hours, you can customize or add 
more calendars within SysConfig-> Framework -> Core::Time::CalendarX
Then you can link calendars to queues in the Queue page.

Hope it helps
Gabriele
  - Original Message - 
  From: Laurent Minost 
  To: User questions and discussions about OTRS.org 
  Sent: Monday, July 30, 2007 3:46 PM
  Subject: Re: [otrs] Notify agents if a ticket hasn't been modified/workedfor 
a specified time


  Hi Nils,

  Thanks for your answer.

  I already checked about escalation in OTRS but that's not exactly what we 
need because escalation is linked with a specified duration/time in working 
hours, in our case we need to be notified about ticket not modified for 
whatever reason for more than one week e.g. Do you think is it possible please ?

  Thanks and BR.

  Laurent

  Le jeudi 26 juillet 2007 à 16:47 +0200, Nils Breunese (Lemonbit) a écrit : 
Laurent Minost wrote:

> I wonder if it's possible (maybe via Generic Agent) to notify  
> agents that some tickets hasn't been modified for a specified time  
> please ?

Have you looked into escalating tickets? 

Nils Breunese
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Re: [otrs] Notify agents if a ticket hasn't been modified/worked for a specified time

[Laurent Minost]

Hi Nils,

Thanks for your answer.

I already checked about escalation in OTRS but that's not exactly what
we need because escalation is linked with a specified duration/time in
working hours, in our case we need to be notified about ticket not
modified for whatever reason for more than one week e.g. Do you think is
it possible please ?

Thanks and BR.

Laurent

Le jeudi 26 juillet 2007 à 16:47 +0200, Nils Breunese (Lemonbit) a
écrit :

> Laurent Minost wrote:
> 
> > I wonder if it's possible (maybe via Generic Agent) to notify  
> > agents that some tickets hasn't been modified for a specified time  
> > please ?
> 
> Have you looked into escalating tickets?  html/x1463.html>
> 
> Nils Breunese
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RE: [otrs] OTRS 2.2 on Windows 2003 Server error messages

[pri pri]

hi
its a bug in 2.2 versions. 
which version do you have ?? 




From:  "Jurgen de Wijs" <[EMAIL PROTECTED]>Reply-To:  "User questions and discussions about OTRS.org" To:  otrs@otrs.orgSubject:  [otrs] OTRS 2.2 on Windows 2003 Server error messagesDate:  Thu, 26 Jul 2007 12:06:48 +0200>We have installed OTRS 2.2.1 on a Windows 2003 server. After>installation ww found that everthing was working except we receive the>following error message in the windows event log:>>Faulting application perl.exe, version 5.8.8.819, faulting module>mysql.dll, version 0.0.0.0, fault address 0x32b9.>>The system seems to be working but from the error message I still>think something is not quite right.>>Does someone have a suggestion?>>Best 
regards,>Jurgen de Wijs>___>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 or consulting for your OTRS system?>=> http://www.otrs.com/Tried the new MSN Messenger? It’s cool! Download now. 

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Re: [otrs] Sub categories in OTRS?

[pri pri]

hi
yes you can have sub queues of sub queues. u can have upto 3 levels.
hope this helps
 


From: Markus Uelzer <[EMAIL PROTECTED]>Reply-To: "User questions and discussions about OTRS.org" To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] Sub categories in OTRS?Date: Sun, 29 Jul 2007 13:54:30 +0200
Would it be possible to have subqueues of subqueues?
In the meaning a hirachry like "English tickets" -> "Product: XYZ" -> "Technical Support" ?
 
Best regards,
 
 





Von: "User questions and discussions about OTRS.org" Gesendet: 29.07.07 13:42:08An: "User questions and discussions about OTRS.org" Betreff: Re: [otrs] Sub categories in OTRS?
Markus Uelzer wrote:> Currently it is planned to use OTRS in our helpline. We ordered a > managed server now, but there are still some things lef t which I am > unsure about.>> It is planned to have main queues for every language (we habe > support mail adresses for every language). Every language queue > will diveded in subqueues for each of our products.>> Now the thing is, we will have to do weekly reportings to our > Headquarters and they want even to know how many inquiries we > received for cxertain categories (like "General questions", > "Technical Problems", "Account Problems" ...)> What would be a good way to implement those categories also in > OTRS. Would there be the possibility to define such categories and > our agents can selct the proper category when they close 
the ticket?You could maybe create another level of queues or create special ticket types for the different problem categories. I have used neither, but I think it should be possible.Nils Breunese.

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Re: [otrs] re-opening tickets

[Nils Breunese (Lemonbit)]

pri pri wrote:

i am using otrs on windows small business server 2003. i would like  
to know if its possible to re-open closed tickets. if so how can i  
do it??


Perform an action like sending a reply and set the next status to a  
non-closed status. You might be able to configure whether re-opening  
tickets is allowed or not, I don't remember at the moment.


Nils Breunese.




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[otrs] re-opening tickets

[pri pri]

hi
i am using otrs on windows small business server 2003. i would like to know if its possible to re-open closed tickets. if so how can i do it??
thank you
swatha
 Post ads for free - to sell, rent or even buy. www.yello.in 

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Re: [otrs] Evaluating new escalation-mechanism of v2.2

[Alexander Scholler]

Hi again,

Alexander Scholler schrieb:

Hi,

I'm evaluating the new escalation-mechanismn of v2.2, especially the new 
escalation

* response time
* update time
* solution time
An can't find any documentation on these times.


I'm asking about v2.2 without the ISTM-addition.
What is the "old escalation-time of v2.1"? Is it update-time in v2.2?
How can response or solution time be set?
When are they reset, e.g. in case of a follow-up?


What does each time means exactly?
Can anybody help me?

Bye, Alex


Bye, Alex
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Re: [otrs] Evaluating new escalation-mechanism of v2.2

[Jeroen Prinse]

Alex,

I'm not sure, but I guess with a bit of logic you can figure it out too.

Response time: Time till the customer needs to get a response

Let's say an agent should give a response to a customer within 2 hours after 
ticket creation. Something like thanks for your request we will help you within 
the next 24 hours.

Update time: Time till the customer needs to get an update

After the first response a customer should be kept informed about the latest 
developments of his request. So you may want to cofigure that after the first 
response a customer should be updated within 12 hours.

Solution time: Time till the ticket needs to be closed

Pretty self explanatory.

Kind Regards,

Jeroen Prinse.

>>> [EMAIL PROTECTED] 7/30/2007 01:21:26 PM >>>
Hi,

I'm evaluating the new escalation-mechanismn of v2.2, especially the new 
escalation
* response time
* update time
* solution time
An can't find any documentation on these times.

What does each time means exactly?
Can anybody help me?

Bye, Alex
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[otrs] Evaluating new escalation-mechanism of v2.2

[Alexander Scholler]

Hi,

I'm evaluating the new escalation-mechanismn of v2.2, especially the new 
escalation

* response time
* update time
* solution time
An can't find any documentation on these times.

What does each time means exactly?
Can anybody help me?

Bye, Alex
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[otrs] PostmasterPOP3 error: Can't use string ("mail") as an ARRAY

[Jeroen Prinse]

Dear list,

Maybe someone knows the answer to my problem. 

The situation:

OS: CentOS
OTRS: Version 2.2.1 + ITSM 1.0.1

The postmaster account is setup succesfully and username and password is 
working. Manually running the postmasterpop3 (./PostmasterPOP.pl) gives the 
following error:

"Can't use string ("mail") as an ARRAY ref while "strict refs" in use at 
/opt/otrs/Kernel/System/CustomerUser/LDAP.pm line 240,  line 225."

Couldn't find anything wrong in LDAP.pm

Please help me out :)

Kind Regards,

Jeroen Prinse.


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Re: [otrs] change colors for ticket priority

[Gabriele D'Andrea]

Thnk you very much, got it working

Gabriele

- Original Message - 
From: "Torsten Thau" <[EMAIL PROTECTED]>

To: "User questions and discussions about OTRS.org" 
Sent: Saturday, July 28, 2007 11:34 AM
Subject: Re: [otrs] change colors for ticket priority



-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hello Gabriele,



how do I change the default colours for highlighting tickets based on
priority?
i.e. Tickets with high priority are showed in red, where do I link
colors and priorities?


otrs/Kernel/Output/HTML/Standard/css.dtl

lines starting with .PriorityID-

regards, Torsten Thau

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c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
pgp-key: 0x292F987D
fax: +49 371 5347 625
http://www.cape-it.de
-BEGIN PGP SIGNATURE-
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lavAJ0q1NiLvqO+8aC1epPI=
=cuVL
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Re: [otrs] LDAP and Database

[Peter Hoogkamer]

Hello Maurice,

Can I conclude from your question that you have OTRS working together
with Active Directory? I am trying to  get this to work, but still do
not succeed. What is your configuration?



2007/7/27, Maurice James Ny <[EMAIL PROTECTED]>:
>
>
>
>
> At the moment I have both the database and active directory begin accessed
> by OTRS. I would like to be able to import my users from active directory
> into my OTRS database. Is this possible? When ever I try to add users to the
> database through the web interface I get an error that the user already
> exists. ( This is true they exist within active directory but not within the
> OTRS database. Whenever I check the customer_user table, its empty. I tried
> running ldap2db but it does not populate the database. Any takers on this
> one?
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[otrs] PostMasterPOP3 error

[Jonathan Sartin]

All,

we're seeing frequent occurrences of the following error (sent to the cron
email address):

ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Sun Jul 29 11:57:02 2007

 Message: Need User or UserID!

 Traceback (28211):
   Module: Kernel::System::User::GetUserData (v1.64) Line: 126
   Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142)
Line: 1771
   Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404
   Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217
   Module: Kernel::System::PostMaster::Run (v1.65) Line: 292
   Module: main::FetchMail (v1.25) Line: 206
   Module: /usr/share/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125

OTRS 2.2.1, debian etch.

Customer user data is sourced from a separate database - not sure if this is
relevant.

Would appreciate any suggestions. At this point, I don't even know which
point in the ticket work flow is triggering these errors.

Thanks in advance.

 Jonathan.
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Re: [otrs] looking for new ticket trigger

[Alexander Scholler]

Hi,

Yael Naveh schrieb:

Dear List,

 

I'm trying to integrate one of our systems with OTRS, I need to execute 
a specific code on new ticket opening.


Is there any way to do so without digging into OTRS source code?


You can insert you new tickets in a special queue e.g. "inbox".
Create a generic-agent-job which
* searches for all tickets in this queue
* move them to a queue "to-be-done"
* and executes a cmd for each ticket

Instead of the queue you can use any other ticket-property for marking 
yet un-triggered tickets e.g. freetext-fields like "already-triggered" 
set to "yes" after the postmaster-job was executed.



Thank you for your attention,

Yael Naveh


Bye, Alex

p.s.
Another way would be to use ticket-events, but here you need to write 
your own event-module.

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Re: [otrs] Solaris Zone

[Nils Breunese (Lemonbit)]

Alexander Scholler wrote:


Nils Breunese (Lemonbit) schrieb:

will wrote:

(Sorry if this is a duplicate. I sent this last Friday, but for some
reason it didn't show up, in my mailbox at least)

I'm trying to install OTRS in a Solaris zone and not having too much
luck. The perl binary is "secured" so I have to use a different  
binary

 (/data/bin/perl).  I'm not having a lot of luck with this, and not
sure if I messed up anything. I was able to edit bin/ 
otrs.checkModules
with the new binary path, and it was able to find all the  
modules. But
then in bin/cgi-bin/installer.pl I did the same thing, but it  
seems to
refer to another file /opt/otrs/Kernel/System/DB.pm which doesn't  
seem

to use the right binary since it cannot locate DBI.pm.

So I'm not sure how to globally set the default path of the perl
binary to the new path.

Any help would be very much appreciated.

All perl scripts in the OTRS distribution start with:
#!/usr/bin/perl -w
I guess you'll need to change that to:
#!/data/bin/perl -w
Nils Breunese.


I don't know if just a symbolic links solves all this for you.


He said his perl binary is "secured" (I don't know what that means  
exactly) and that he has to use a different binary. That's why I  
didn't suggest using a symlink, but normally when your perl binary is  
in another place that is of course the easy way to fix it.


Nils Breunese.


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[otrs] looking for new ticket trigger

[Yael Naveh]

Dear List,

 

I'm trying to integrate one of our systems with OTRS, I need to execute
a specific code on new ticket opening.

Is there any way to do so without digging into OTRS source code?

 

Thank you for your attention,

Yael Naveh

 

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Re: [otrs] Solaris Zone

[Alexander Scholler]

Hi,

Nils Breunese (Lemonbit) schrieb:

will wrote:


(Sorry if this is a duplicate. I sent this last Friday, but for some
reason it didn't show up, in my mailbox at least)

I'm trying to install OTRS in a Solaris zone and not having too much
luck. The perl binary is "secured" so I have to use a different binary
 (/data/bin/perl).  I'm not having a lot of luck with this, and not
sure if I messed up anything. I was able to edit bin/otrs.checkModules
with the new binary path, and it was able to find all the modules. But
then in bin/cgi-bin/installer.pl I did the same thing, but it seems to
refer to another file /opt/otrs/Kernel/System/DB.pm which doesn't seem
to use the right binary since it cannot locate DBI.pm.

So I'm not sure how to globally set the default path of the perl
binary to the new path.

Any help would be very much appreciated.


All perl scripts in the OTRS distribution start with:

#!/usr/bin/perl -w

I guess you'll need to change that to:

#!/data/bin/perl -w

Nils Breunese.


I don't know if just a symbolic links solves all this for you.

Bye, Alex
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Re: [otrs] Solaris Zone

[Nils Breunese (Lemonbit)]

will wrote:


(Sorry if this is a duplicate. I sent this last Friday, but for some
reason it didn't show up, in my mailbox at least)

I'm trying to install OTRS in a Solaris zone and not having too much
luck. The perl binary is "secured" so I have to use a different binary
 (/data/bin/perl).  I'm not having a lot of luck with this, and not
sure if I messed up anything. I was able to edit bin/otrs.checkModules
with the new binary path, and it was able to find all the modules. But
then in bin/cgi-bin/installer.pl I did the same thing, but it seems to
refer to another file /opt/otrs/Kernel/System/DB.pm which doesn't seem
to use the right binary since it cannot locate DBI.pm.

So I'm not sure how to globally set the default path of the perl
binary to the new path.

Any help would be very much appreciated.


All perl scripts in the OTRS distribution start with:

#!/usr/bin/perl -w

I guess you'll need to change that to:

#!/data/bin/perl -w

Nils Breunese.


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Re: [otrs] system performance

[Gabriele D'Andrea]

About performances, you can look in the admin book, there's a chapter about it.

To close all open ticket in a queue, you can use GenericAgent instead.

Bye, Gabriele
  - Original Message - 
  From: Yael Naveh 
  To: otrs@otrs.org 
  Sent: Monday, July 30, 2007 7:59 AM
  Subject: [otrs] system performance


  Dear list,

   

  I am testing version 2.16.

  I have now 1600 open tickets in one queue and the OTRS more or less stop 
responding, every request takes ages to complete, etc.

  Is it normal? Does anybody has performance information? What is the system 
limitation? 

   

  If I want to close all open tickets, is there a way to select all for bulk 
action?

   

  Many thanks,

  Yael Naveh



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[otrs] Solaris Zone

[will]

(Sorry if this is a duplicate. I sent this last Friday, but for some
reason it didn't show up, in my mailbox at least)

I'm trying to install OTRS in a Solaris zone and not having too much
luck. The perl binary is "secured" so I have to use a different binary
 (/data/bin/perl).  I'm not having a lot of luck with this, and not
sure if I messed up anything. I was able to edit bin/otrs.checkModules
with the new binary path, and it was able to find all the modules. But
then in bin/cgi-bin/installer.pl I did the same thing, but it seems to
refer to another file /opt/otrs/Kernel/System/DB.pm which doesn't seem
to use the right binary since it cannot locate DBI.pm.

So I'm not sure how to globally set the default path of the perl
binary to the new path.

Any help would be very much appreciated.

Thanks!
-will
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