[otrs] Re: Tickets reopen automatically
Dear Shawn and others,
Our automatically reopening tickets have not been solved yet. Please,
anybody help. Any hint is welcome. Recapitulazing:
1. during the day OTRS users close their tickets
2. next night, at 00:10, all the tickets get reopened with following
message in the history of the ticket:
StateUpdate Old: closed successful New: open - [EMAIL PROTECTED]
(Admin OTRS)
- at 00:10 the cron is firing the daily cleanup job. The first
following time that Postmaster.pl runs it seems that it finds all this
tickets in the postmaster/raw queue and re-opens them
3. We have tried to disable Services and SLAs. Didn't help.
4. We have tried to change many other settings. Didn't help.
5. all our pl-scripts in /opt/otrs/bin/ are default, not changed since the
installation
Who know which setting could be doing this?
We are running OTRS 2.2.4. Here our settings:
$Self-{'SecureMode'} = 1;
$Self-{'ProductName'} = 'ILIAD';
$Self-{'SystemID'} = 33;
$Self-{'FQDN'} = 'scrambled xxx.yyy.zzz';
$Self-{'ScriptAlias'} = 'iliad/';
$Self-{'AdminEmail'} = 'scrambled [EMAIL PROTECTED]';
$Self-{'Organization'} = 'Institute of xxx yyy zzz';
$Self-{'DefaultCharset'} = 'utf-8';
$Self-{'DefaultUsedLanguages'} = {
'nl' = 'Nederlands',
'en' = 'English'
};
$Self-{'LogModule::LogFile::Date'} = '1';
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = 'scrambled smtp.yyy.zzz';
$Self-{'SendmailModule::Port'} = '25';
$Self-{'Frontend::NotifyModule'}-{'3-ShowAgentOnline'} = {
'Module' = 'Kernel::Output::HTML::NotificationAgentOnline'
};
$Self-{'SwitchToUser'} = '1';
$Self-{'NotificationSenderName'} = 'ILIAD Automatic Notification';
$Self-{'CustomerPanelLostPassword'} = '0';
$Self-{'CustomerPanelCreateAccount'} = '0';
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'scrambled ldap.yyy.zzz';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'o=xxx';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'uid';
$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
$Self-{'Frontend::Module'}-{'AdminCustomerUser'} = {
'NavBar' = [
{
'Prio' = '9000',
'Block' = '',
'Image' = 'folder_yellow.png',
'NavBar' = 'Ticket',
'Type' = '',
'AccessKey' = 'c',
'Description' = 'Edit Customer Users',
'Name' = 'Customer',
'Link' = 'Action=AdminCustomerUserNav=Agent'
}
],
'GroupRo' = [
''
],
'NavBarName' = '',
'Description' = 'Edit Customer Users',
'Title' = 'Customer User',
'NavBarModule' = {
'Prio' = '300',
'Block' = 'Block1',
'Module' = 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' = 'Customer Users'
},
'Group' = [
'admin'
]
};
$Self-{'Frontend::Module'}-{'AdminCustomerCompany'} = {
'NavBar' = [
{
'Prio' = '9100',
'Block' = '',
'Image' = 'folder_yellow.png',
'NavBar' = 'Ticket',
'Type' = '',
'AccessKey' = 'c',
'Description' = 'Edit Customer Company',
'Name' = 'Company',
'Link' = 'Action=AdminCustomerCompanyNav=Agent'
}
],
'GroupRo' = [
''
],
'NavBarName' = 'Admin',
'Description' = 'Admin',
'Title' = 'Customer Company',
'NavBarModule' = {
'Prio' = '310',
'Block' = 'Block1',
'Module' = 'Kernel::Output::HTML::NavBarModuleAdmin',
'Name' = 'Customer Company'
},
'Group' = [
'admin'
]
};
$Self-{'Ticket::QueueViewAllPossibleTickets'} = '1';
$Self-{'Ticket::Responsible'} = '1';
$Self-{'Ticket::Service'} = '1';
$Self-{'Ticket::EventModulePost'}-{'1-ForceOwnerResetOnMove'} = {
'Event' = 'TicketQueueUpdate',
'Module' = 'Kernel::System::Ticket::Event::ForceOwnerReset'
};
$Self-{'Ticket::Frontend::QueueSort'} = {
'15' = '1'
};
$Self-{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = '0';
$Self-{'Ticket::Frontend::AgentTicketPhoneOutbound'}-{'RequiredLock'} =
'0';
$Self-{'Ticket::Frontend::AgentTicketPhoneOutbound'}-{'State'} = 'open';
$Self-{'Ticket::Frontend::AgentTicketBounce'}-{'RequiredLock'} = '0';
$Self-{'Ticket::Frontend::AgentTicketBounce'}-{'StateDefault'} = 'open';
$Self-{'Ticket::Frontend::CustomerTicketMessage'}-{'Priority'} = '0';
$Self-{'CustomerPanelOwnSelection'} = {
'DISPATCHER' = 'ILIAD'
};
$Self-{'Ticket::Frontend::CustomerTicketZoom'}-{'Priority'} = '0';
$Self-{'Frontend::Module'}-{'AgentTicketPhone'} = {
'NavBar' = [
{
'Prio' = '200',
'Block' = '',
'Image' = 'mail_new.png',
'NavBar' = 'Ticket',
'Type' = '',
'AccessKey' = 'n',
'Description' = 'New Ticket (Inbound)',
'Name' = 'New Ticket',
'Link' = 'Action=AgentTicketPhone'
}
],
'NavBarName' = 'Ticket',
'Description' = 'New Ticket',
'Title' = 'New Ticket'
};
$Self-{'Frontend::Module'}-{'AgentTicketEmail'} = {
'NavBar' = [
{
'Prio' = '210',
'Block' = '',
'Image' = 'mail_new.png',
'NavBar' = 'Ticket',
'Type' = '',
RE: [otrs] New Ticket Notification
Hello, I had the same problem. When I moved the otrs user to USERS Group, I started to receive the notifications. Please move the user to USERS group. Regards, Aysel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jared Alewine Sent: Friday, January 25, 2008 8:23 PM To: otrs@otrs.org Subject: [otrs] New Ticket Notification I am not receiving new ticket emails from customers. I have verified that the queue is in My Queues and that I have the option to receive these emails is on in my preferences. Are there any other options I should check? I do get emails when the ticket is moved and I get some emails when new tickets are entered by agents, but I don't get any when the ticket is entered by a customer. Any help is greatly appreciated. Thanks Jared ___ 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/
Re: [otrs] Graph stats generation error
Hello again, did someone meet this problem? thanks, Matas On 25/01/2008, Matas Labasauskas [EMAIL PROTECTED] wrote: Hello, maybe someone faced this problem too: when i'm trying to generate a graph using stats module it gives me always the same error doesn't matter what kind of report i would like to generate. Traceback: ERROR: OTRS-CGI-79 Perl: 5.8.8 OS: linux Time: Fri Jan 25 13:41:59 2008 Message: Can't cache StatID 10: The selected end time is in the future! Traceback (19366): Module: Kernel::System::Stats::GenerateDynamicStats (v1.25) Line: 1165 Module: Kernel::System::Stats::StatsRun (v1.25) Line: 2238 Module: Kernel::Modules::AgentStats::Run (v1.33) Line: 1906 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 thank you! -- Matas Labasauskas ___ 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/ -- Matas Labasauskas ___ 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/
RE: [otrs] Re: Tickets reopen automatically
- at 00:10 the cron is firing the daily cleanup job. The first following time that Postmaster.pl runs it seems that it finds all this tickets in the postmaster/raw queue and re-opens them So this is where things go wrong, start looking here. Check the script that does the cleanup. Run parts of it by hand to see where the error pops up. -- Lars ___ 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/
Re: [otrs] New Ticket Notification
Dear Jared, I am not receiving new ticket emails from customers. I have verified that the queue is in My Queues and that I have the option to receive these emails is on in my preferences. Are there any other options I should check? I do get emails when the ticket is moved and I get some emails when new tickets are entered by agents, but I don't get any when the ticket is entered by a customer. Any help is greatly appreciated. Are the tickets where you do not receive emails web requests or email requeust or both. If the tickets are web requeusts, and if you have customer group support active, then this is a bug: http://bugs.otrs.org/show_bug.cgi?id=977 -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann signature.asc Description: OpenPGP 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Fwd: Search - using Ticket free text
---BeginMessage--- Hi all, I have added six ticketfreetext.But for me, only the first two is appearing in search window as search criterion.so now i can search with only the first two ticketfreetext i have added.My requirement is i need to search with all the six ticketfreetext i have added.I want all the six tickefreetext to appear in search window as search criterion. How can i make it possible.Your help would be really appreciated. Regards Vimal---End Message--- ___ 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/
Re: [otrs] Customer Ticket Notification
Hi Andrew, Hi everyone I seem to be having some trouble lately. I am running Debian 4.0r1, using OTRS 2.0.4. As of about a month ago, the tickets numbers going out to the user/customer seemed to have stopped. I can’t find where I would look to fix this. I’m not sure what file I need to look at to check to see if the perl file is doing its job. The logs don’t tell me much. What keywords would I be using on google? Also, how do I increase the size of the attachments going in and out of OTRS? I have the room. I need to increase it to 10MB from 6MB. If someone could please help me out a little bit I would be greatful. For a more detailed error message, please run the PostMasterPOP3.pl from the console. This can be found in $OTRS/bin/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann signature.asc Description: OpenPGP 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 or consulting for your OTRS system? = http://www.otrs.com/
