Re: [otrs] Error: Need SignatureID!

[Martha Elia Pascual Guzman]

El 21/01/2011 07:41 a.m., Armando Irazabal escribió:

Hi,

 When i attemp to chang group assigned to a queue i have the
following error message:



Error: Need SignatureID!




Principio del formulario

Final del formulario


Determinar el origen:

ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Fri Jan 21 10:34:54 2011

Message: Need SignatureID!

Traceback (1672):
Module: Kernel::System::Queue::QueueUpdate (v1.110) Line: 883
Module: Kernel::Modules::AdminQueue::Run (v1.55.2.1) Line: 135
Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819
Module: C:/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48



Any suggestion to solve it?



Regards,




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Hi Armando

Can you look at this report:

http://bugs.otrs.org/show_bug.cgi?id=6510, maybe helps a little

Regards

Martha Elia Pascual

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Re: [otrs] Iphone app

[Kristofer Pettijohn]

Are you using Postgres for the database?



On Jan 21, 2011, at 12:08 PM, Mikola Rose  wrote:

> Heya out there;
> 
>  
> 
> Is anyone else out there with the iPhone app and latest iPhoenHandle 1.0.2 
> installed having the problem of the app crashing when opening a ticket?
> 
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Re: [otrs] Debian Package for OTRS3

[David Boyes]

On 1/21/11 11:22 AM, "Michiel Beijen"  wrote:
>We can't do a thing about that, it's one of the reasons I don't like
>the Debian package much. It's because of Debian package management
>restrictions. They say a web application can't be allowed to modify
>configuration data, and that's just what OTRS does in the SysConfig
>and Package Manager. See their bug
>http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=383776 for it. It's
>solved by including a README with instructions on how to adjust the
>permissions. It does not also affect OTRS, also their Wordpress
>package for instance is horribly broken, in much the same way and for
>the same reasons.

Yes, I understood that part of the problem, and have done the icky hack to
"solve" the problem. The problem I'm after is that even when I have done
the hack, using the OTRS package manager (the one inside the app) still
has problems. Some of the OTRS packages appear to assume certain paths for
installation (eg otrs vs otrs2 in the case of the otrs2 Debian dpkg) and
don't seem to actually consult where the package is actually installed. We
need to either fix where the Debian package puts files, or fix the OTRS
internal packages to deal with having the files in a non-standard
location. 

One way to solve the distribution option problem would be to split the
package into two packages -- one that installs all the files and does all
the current processing that is distributed through the normal distribution
repositories, and a second package that only performs the steps to enable
the WWW configuration and OTRS package manager, potentially adding any
symlinks needed to make the internal OTRS package manager see the correct
set of directories. The second package can be distributed from a private
OTRS-sponsored repository, where any main tree restrictions just don't
apply. 

Same approach would work for yum (any of the RH derivatives) and zypper
(on SuSE), substituting the appropriate terminology and repository
technology.   

>
>> Also, a comment: installing from source outside the packaging system
>>(ANY
>> packaging system, rpm/deb/SMP/E/whatever) pretty much renders a tool not
>> viable in a enterprise setting. You lose the ability to do release
>> management in any useful way at scale. Not a good idea to recommend such
>> -- we need to fix the problem.
>
>So you mean you'd have issues if we supply an RPM or DEB that installs
>itself nicely in /opt? I guess many sysadmins will be happy with that.

No, I am arguing that we should never advocate doing source tarball
installs on distributions that support a package management system as a
matter of policy. Doing that makes software management and upgrades much
harder on the sysadmin, which is most visible in enterprise sites where
you may have to deal with many machines. Anything that makes one do
something "different" for one machines is automatically Bad.

I'm perfectly happy with an install package that uses /opt nicely. I'm
objecting that we shouldn't lead our less-experienced colleagues astray
off the Righteous Path of Good Practice and down the path to Evil Ways.
The next person that might have to maintain such a system could be
you...8-)


> I assume you're a seasoned sysadmin, what
>would your goal be?

See above. I'm OK with having all the distributions supplying a "safe"
version with everything potentially hazardous turned off, and adding a new
software repository to /etc/apt/apt.sources (or equivalent, that's already
a managed file in my environment, and everybody has the same one) allow
OTRS to supply packages (in my native packaging system format) that turn
on specific functions that distributions may not want to do, or may find
too risky to turn on by default.

Example: Let's assume I have a Debian system, and that OTRS maintains a
repository at debian.repository.otrs.com to distribute the "enabler" dpkg.

If I want just the "safe" version, I just "apt-get install otrs3" from the
Debian repositories and go on my merry way.

If I want the "standard" OTRS functionality as distributed by tarball, I
could: 

1) apt-get install otrs3

2) edit /etc/apt/apt.sources to add debian.repository.otrs.com

3) apt-get install otrs3-enable-www-configuration

Package otrs3-enable-www-configuration contains no files but a postinstall
script that does the "hack" solution, and has a hard prereq of the main
otrs3 package. Since I want a completely working OTRS3 as documented, I do
steps 2 and 3, and I get the fully operational package. I have consciously
assumed any risk by adding the additional repository.

Wrt the actual OTRS packages installed with the OTRS package manager,
someone needs to check that they actually obey the location environment
variables established by the software configuration instead of assuming
the "standard" paths.

>
>I know some people are working on updating the Fedora package for
>OTRS; in my opinion it would be nice if we could get OTRS in EPEL
>(Extra Packages for Enterprise Linux). Or do you think 

Re: [otrs] Unable to edit automated responses, groups, roles, other admin functions after upgrading to ver 3.04

[Jefferson Davis]

bump 

- Original Message -
From: "Jefferson Davis"  
To: "User questions and discussions about OTRS."  
Sent: Friday, January 7, 2011 9:13:09 AM 
Subject: Re: [otrs] Unable to edit automated responses, groups, roles, other 
admin functions after upgrading to ver 3.04 


This is my apache otrs.conf file to handle teh ssl redirects. 

Perhaps something in here is jacked up? 

# -- 
# added for OTRS (http://otrs.org/) 
# $Id: apache2-httpd-new.include.conf,v 1.5 2008/11/10 11:08:55 ub Exp $ 
# -- 

# agent, admin and customer frontend 

 

ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" 
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" 
Alias /agents "/opt/otrs/var/httpd/htdocs/" 

DocumentRoot /opt/otrs 
ServerAdmin techsupp...@standard.k12.ca.us 
ServerAlias support support.standard.k12.ca.us 
ServerName support.standard.k12.ca.us 

ErrorLog logs/support-error_log 
CustomLog logs/support-access_log common 
RewriteEngine On 
RewriteCond %{HTTPS} off 
RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} 

# if mod_perl is used 
 

# load all otrs modules 
Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl 

# Apache::Reload - Reload Perl Modules when Changed on Disk 
PerlModule Apache2::Reload 
PerlInitHandler Apache2::Reload 
PerlModule Apache2::RequestRec 

# set mod_perl2 options 
 
# ErrorDocument 403 /otrs/customer.pl 
ErrorDocument 403 /otrs/index.pl 
SetHandler perl-script 
PerlResponseHandler ModPerl::Registry 
Options +ExecCGI 
PerlOptions +ParseHeaders 
PerlOptions +SetupEnv 
Order allow,deny 
Allow from all 
 

 

# directory settings 
 
AllowOverride None 
Options +ExecCGI -Includes 
Order allow,deny 
Allow from all 
 
 
AllowOverride None 
Order allow,deny 
Allow from all 
 

 
 
 
Header set Cache-Control "max-age=2592000 must-revalidate" 
 
 

 
 
Header set Cache-Control "max-age=2592000 must-revalidate" 
 
 
 

 

 

SSLEngine on 
SSLCipherSuite ALL:!ADH:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP 
SSLCertificateFile /etc/httpd/cacerts/standard.k12.ca.us.crt 
SSLCertificateKeyFile /etc/httpd/cacerts/standard.k12.ca.us.key 
SSLCertificateChainFile /etc/httpd/cacerts/gd_bundle.crt 
SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown 

ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" 
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" 
Alias /agents "/opt/otrs/var/httpd/htdocs/" 

DocumentRoot /opt/otrs 
ServerAdmin techsupp...@standard.k12.ca.us 
ServerAlias support support.standard.k12.ca.us 
ServerName support.standard.k12.ca.us 

ErrorLog logs/support-error_log 
CustomLog logs/support-access_log common 

# if mod_perl is used 
 

# load all otrs modules 
Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl 

# Apache::Reload - Reload Perl Modules when Changed on Disk 
PerlModule Apache2::Reload 
PerlInitHandler Apache2::Reload 
PerlModule Apache2::RequestRec 

# set mod_perl2 options 
 
# ErrorDocument 403 /otrs/customer.pl 
ErrorDocument 403 /otrs/index.pl 
SetHandler perl-script 
PerlResponseHandler ModPerl::Registry 
Options +ExecCGI 
PerlOptions +ParseHeaders 
PerlOptions +SetupEnv 
Order allow,deny 
Allow from all 
 

 

# directory settings 
 
AllowOverride None 
Options +ExecCGI -Includes 
Order allow,deny 
Allow from all 
 
 
AllowOverride None 
Order allow,deny 
Allow from all 
 

 
 
 
Header set Cache-Control "max-age=2592000 must-revalidate" 
 
 

 
 
Header set Cache-Control "max-age=2592000 must-revalidate" 
 
 
 


 

# MaxRequestsPerChild (so no apache child will be to big!) 
MaxRequestsPerChild 400 


- Original Message -
From: "Jefferson Davis"  
To: "User questions and discussions about OTRS."  
Sent: Thursday, January 6, 2011 4:39:06 PM 
Subject: Re: [otrs] Unable to edit automated responses, groups, roles, other 
admin functions after upgrading to ver 3.04 


10.101.1.137 - - [06/Jan/2011:16:33:05 -0800] "GET 
/otrs/index.pl?Action=AdminAutoResponse HTTP/1.1" 200 14283 
10.101.1.137 - - [06/Jan/2011:16:33:30 -0800] "GET 
/otrs/index.pl?Action=AdminAutoResponse;Subaction=Change;ID=1 HTTP/1.1" 403 307 

I have this site redirected to https - maybe I'm somehow "doing it wrong"? the 
403 307 is a temporary redirect. Perhaps I just can't? I don't want users 
logging in w/cleartext 

- Original Message -
From: "Frank Thommen"  
To: "User questions and discussions about OTRS."  
Sent: Wednesday, January 5, 2011 2:35:05 PM 
Subject: Re: [otrs] Unable to edit automated responses, groups, roles, other 
admin functions after upgrading to ver 3.04 

Hi Jefferson, 

> Getting the following error. 
> 
> Forbidden 
> 
> You don't have permission to access /otrs/index.pl on this server. 
> 
> I have re-re-re-run the permissions script, still no love. Does anyone 
> have any ideas as to what I might be missing here? 

What are the error messages in the webserver log? If it's not ownership 
or permissions of index.pl, then I'd guess something is/went wrong with 
the webserver configuration. 

frank 
- 

Re: [otrs] Iphone app

[Shawn Beasley]

Hi,

Please get the newest update! v 1.0.2 iPhone App.

On Jan 21, 2011, at 19:05 , Mikola Rose wrote:

> Is anyone else out there with the iPhone app and latest iPhoenHandle 1.0.2 
> installed having the problem of the app crashing when opening a ticket?

///shawn
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[otrs] Iphone app

[Mikola Rose]

Heya out there;

Is anyone else out there with the iPhone app and latest iPhoenHandle 1.0.2 
installed having the problem of the app crashing when opening a ticket?
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Re: [otrs] Debian Package for OTRS3

[Michiel Beijen]

Hi David!

On Fri, Jan 21, 2011 at 2:48 PM, David Boyes  wrote:
> One wish: please fix the Debian package so that if we do the change
> documented to allow the OTRS package manager to function correctly, that
> the packages actually work. Previous versions of the "Debian-ized" OTRS
> package caused enormous problems with the OTRS package manager, which
> makes using the ITSM features an enormous PITA.

We can't do a thing about that, it's one of the reasons I don't like
the Debian package much. It's because of Debian package management
restrictions. They say a web application can't be allowed to modify
configuration data, and that's just what OTRS does in the SysConfig
and Package Manager. See their bug
http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=383776 for it. It's
solved by including a README with instructions on how to adjust the
permissions. It does not also affect OTRS, also their Wordpress
package for instance is horribly broken, in much the same way and for
the same reasons.

> Also, a comment: installing from source outside the packaging system (ANY
> packaging system, rpm/deb/SMP/E/whatever) pretty much renders a tool not
> viable in a enterprise setting. You lose the ability to do release
> management in any useful way at scale. Not a good idea to recommend such
> -- we need to fix the problem.

So you mean you'd have issues if we supply an RPM or DEB that installs
itself nicely in /opt? I guess many sysadmins will be happy with that.

I could see why some would not, though.But it's a difficult trade-off,
either you have a distribution-compliant, somewhat broken package such
as the Debian package, or you have a package that lives outside your
package management system. I assume you're a seasoned sysadmin, what
would your goal be?

I know some people are working on updating the Fedora package for
OTRS; in my opinion it would be nice if we could get OTRS in EPEL
(Extra Packages for Enterprise Linux). Or do you think it would be
best if we'd set up an extra repository for RHEL/Centos and
Debian/Ubuntu systems, that sysadmins can add to their repo list. What
would you prefer?

> Does anyone know if OTRS is built using a build system like cmake? It
> might be interesting to look into that; that would provide the ability to
> automatically build RPM, DEB, Solaris pkgadd, and AIX installp packages as
> part of the build system.

Actually, since OTRS is a Perl application, it is not actually
'built'. It's not compiled or so. It just has dependencies to Perl
modules, of which some (for instance a database driver like
DBD::mysql) do require compilation.
Currently we automatically build the RPMs on our infrastructure every
time we do a release.

BTW I don't know about anyone actually using AIX to run OTRS, would be
interesting to know... Some time ago I did assist some people
deploying OTRS on DB2, but even that's absolutely not very common.
--
Mike
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[otrs] Empty answer without body and repair handling with otrs?

[jverhoeff]

Hi All,

 

We use OTRS 2.4 windows for our support, this works very well.

 

We are investigating if we can use the system for RMA (repairs).

The idea is as following:

 

a- customer fills in a webform with productnr, serialnr, complaint, etc this
is send to OTRS by the webform.

b- we (auto) reply with an RMA number and some text + address info to send
the product to manufacturer

c- we (auto) forward the RMA request to the manufacturer

d- we receive an cost estimate from our manufacturer. (reply on our request)

e- we change/translate the text and price a little bit and forward it to the
customer

f- customer reply's with OK or NOK

g- we send OK / NOK to manufacturer

h- we recieve invoice from manufacturer

 

Therefore I have some questions:

 

Q1) Is it possible to create an "empty answer" without the (old) body AND an
other "empty answer" with the body?

so that we can choose with or without the old email/case in it. 

This is important for step e (above) we want absolutely no info (price
info!) from the manufacturer in the response to the customer

 

Q2) Is it possible to have 2 ticketcounters in one system?

one for support and an other for the repairs 

 

Q3) is there someone else who is using otrs for such things?

 

 

 

Thanks for all help and ideas

 

Jurjen Verhoeff



 

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Re: [otrs] How to hide tickets assigned to some else from my dashboard?

[Marc Strapetz]

> You might want to be in "Tickets" section which is more personalized
to you.

Are you referring to "Queue" view? Here for me only new, unassigned
tickets are displayed. I don't see tickets where I am owner and there
are new responses from customers.

--
Best regards,
Marc Strapetz
=
syntevo GmbH
http://www.syntevo.com
http://blog.syntevo.com


On 21.01.2011 14:43, Gerald Young wrote:
> You might want to be in "Tickets" section which is more personalized to you.
> 
> On Fri, Jan 21, 2011 at 4:43 AM, Marc Strapetz
> mailto:marc.strap...@syntevo.com>> wrote:
> 
> With version 3.0.5, I'm seeing tickets in "New Tickets" as well as "Open
> Tickets" area, "My Queues", which are already assigned to other users
> (not default user 'OTRS admin'). Some of them are even locked by other
> users. How can they be hidden from these views?
> 
> Thanks!
> 
> --
> Best regards,
> Marc Strapetz
> =
> syntevo GmbH
> http://www.syntevo.com
> http://blog.syntevo.com
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> 
> 
> 
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Re: [otrs] Error: Need SignatureID!

[Carlos Garcia]

Hi Armando, please take a look on next bug report.

http://bugs.otrs.org/show_bug.cgi?id=6510

Regards

Carlos Garcia

On 1/21/2011 7:41 AM, Armando Irazabal wrote:


Hi,

When i attemp to chang group assigned to a queue i have the following 
error message:


*Error: Need SignatureID!*






Principio del formulario

Final del formulario


*Determinar el origen:*



ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Fri Jan 21 10:34:54 2011

Message: Need SignatureID!

Traceback (1672):
   Module: Kernel::System::Queue::QueueUpdate (v1.110) Line: 883
   Module: Kernel::Modules::AdminQueue::Run (v1.55.2.1) Line: 135
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819
   Module: C:/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48

Any suggestion to solve it?

Regards,


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Re: [otrs] Postmaster error

[Marco Vannini]

uh :D

where ?! but don't worry... I'll find this f'ing '*' ;)

Thank  you again

On Fri, Jan 21, 2011 at 4:17 PM, Ralf Hildebrandt <
ralf.hildebra...@charite.de> wrote:

> * Marco Vannini :
> > Really strange... apache restarted, cleandup cache, emptyed
> > postmaster_filter but still getting error ...
>
> More filters in other places maybe?
>
> --
> Ralf Hildebrandt
>  Geschäftsbereich IT | Abteilung Netzwerk
>  Charité - Universitätsmedizin Berlin
>  Campus Benjamin Franklin
>  Hindenburgdamm 30 | D-12203 Berlin
>  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
>  ralf.hildebra...@charite.de | http://www.charite.de
>
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Re: [otrs] Postmaster error

[Ralf Hildebrandt]

* Marco Vannini :
> Really strange... apache restarted, cleandup cache, emptyed
> postmaster_filter but still getting error ...

More filters in other places maybe?

-- 
Ralf Hildebrandt
  Geschäftsbereich IT | Abteilung Netzwerk
  Charité - Universitätsmedizin Berlin
  Campus Benjamin Franklin
  Hindenburgdamm 30 | D-12203 Berlin
  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
  ralf.hildebra...@charite.de | http://www.charite.de

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Re: [otrs] Postmaster error

[Marco Vannini]

Really strange... apache restarted, cleandup cache, emptyed
postmaster_filter but still getting error ...
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Re: [otrs] Postmaster error

[Ralf Hildebrandt]

* Marco Vannini :
> Thank you very much for the fast answer, I supposed it was a similar problem
> and I found some '*' previuosly configured and now removed, but it seems
> that I'm still not able to run having still the same error. Do you think
> that I have to reboot (caching or similar problem) ?

Try restarting apache
-- 
Ralf Hildebrandt
  Geschäftsbereich IT | Abteilung Netzwerk
  Charité - Universitätsmedizin Berlin
  Campus Benjamin Franklin
  Hindenburgdamm 30 | D-12203 Berlin
  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
  ralf.hildebra...@charite.de | http://www.charite.de

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Re: [otrs] Postmaster error

[Marco Vannini]

Thank you very much for the fast answer, I supposed it was a similar problem
and I found some '*' previuosly configured and now removed, but it seems
that I'm still not able to run having still the same error. Do you think
that I have to reboot (caching or similar problem) ?
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Re: [otrs] Debian Package for OTRS3

[David Boyes]

On 1/20/11 5:50 PM, "Nils Leideck"  wrote:

> , the OTRS DEBIAN package is totally DEBIAN-ished and not just a ³let it
>try out² version! Of course, there are DEBIAN specific issues/differences
>compared to the standard OTRS, but that is not too bad as it just helps
>to keep the DEBIAN way of file organization.

One wish: please fix the Debian package so that if we do the change
documented to allow the OTRS package manager to function correctly, that
the packages actually work. Previous versions of the "Debian-ized" OTRS
package caused enormous problems with the OTRS package manager, which
makes using the ITSM features an enormous PITA.

Also, a comment: installing from source outside the packaging system (ANY
packaging system, rpm/deb/SMP/E/whatever) pretty much renders a tool not
viable in a enterprise setting. You lose the ability to do release
management in any useful way at scale. Not a good idea to recommend such
-- we need to fix the problem.

Does anyone know if OTRS is built using a build system like cmake? It
might be interesting to look into that; that would provide the ability to
automatically build RPM, DEB, Solaris pkgadd, and AIX installp packages as
part of the build system.


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Re: [otrs] Postmaster error

[Ralf Hildebrandt]

* Gerald Young :
> your filter is trying to match "/*" which it's not liking.

No, m/ is added by OTRS ( m/pattern/g )

His pattern is "*" which results in m/*/g which is invalid.

> On Fri, Jan 21, 2011 at 8:15 AM, Marco Vannini wrote:
> 
> > Hi all,
> >
> > I don't know what could have been happened but I'm experiencing a
> >
> > Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE 
> > Delivery Status Notification*/ at 
> > /home/otrs//Kernel/System/PostMaster/Filter/Match.pm

-- 
Ralf Hildebrandt
  Geschäftsbereich IT | Abteilung Netzwerk
  Charité - Universitätsmedizin Berlin
  Campus Benjamin Franklin
  Hindenburgdamm 30 | D-12203 Berlin
  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
  ralf.hildebra...@charite.de | http://www.charite.de

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Re: [otrs] Postmaster error

[Ralf Hildebrandt]

* Marco Vannini :
> Hi all,
> 
> I don't know what could have been happened but I'm experiencing a
> 
> 
> Quantifier follows nothing in regex; marked by <-- HERE in m/* <--
> HERE Delivery Status Notification*/ at
> /home/otrs//Kernel/System/PostMaster/Filter/Match.pm

You have a wrong regexp. You're using "*" instead of e.g. ".*"

-- 
Ralf Hildebrandt
  Geschäftsbereich IT | Abteilung Netzwerk
  Charité - Universitätsmedizin Berlin
  Campus Benjamin Franklin
  Hindenburgdamm 30 | D-12203 Berlin
  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
  ralf.hildebra...@charite.de | http://www.charite.de

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Re: [otrs] Postmaster error

[Gerald Young]

your filter is trying to match "/*" which it's not liking.

On Fri, Jan 21, 2011 at 8:15 AM, Marco Vannini wrote:

> Hi all,
>
> I don't know what could have been happened but I'm experiencing a
>
> Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE 
> Delivery Status Notification*/ at 
> /home/otrs//Kernel/System/PostMaster/Filter/Match.pm
>
>
> wherever Postmaster runs (manually or scheduled) and then it leave a dirty 
> record in process_id (it seems)
>
>
> does anyone had a similar problem ? what could I check ? (I've checked all 
> the postmasterfilter but I can find any strange thing on them: is there a way 
> to know what is eventually the troubling filter if this is the problem ? )
>
>
> Thank you in advance.
>
>
> MV
>
>
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Re: [otrs] How to hide tickets assigned to some else from my dashboard?

[Gerald Young]

You might want to be in "Tickets" section which is more personalized to you.

On Fri, Jan 21, 2011 at 4:43 AM, Marc Strapetz wrote:

> With version 3.0.5, I'm seeing tickets in "New Tickets" as well as "Open
> Tickets" area, "My Queues", which are already assigned to other users
> (not default user 'OTRS admin'). Some of them are even locked by other
> users. How can they be hidden from these views?
>
> Thanks!
>
> --
> Best regards,
> Marc Strapetz
> =
> syntevo GmbH
> http://www.syntevo.com
> http://blog.syntevo.com
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[otrs] Error: Need SignatureID!

[Armando Irazabal]

Hi,

When i attemp to chang group assigned to a queue i have the
following error message:

 

Error: Need SignatureID!




Principio del formulario

Final del formulario


Determinar el origen:

ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Fri Jan 21 10:34:54 2011

Message: Need SignatureID!

Traceback (1672): 
   Module: Kernel::System::Queue::QueueUpdate (v1.110) Line: 883
   Module: Kernel::Modules::AdminQueue::Run (v1.55.2.1) Line: 135
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819
   Module: C:/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48

 

Any suggestion to solve it?

 

Regards,

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[otrs] Postmaster error

[Marco Vannini]

Hi all,

I don't know what could have been happened but I'm experiencing a


Quantifier follows nothing in regex; marked by <-- HERE in m/* <--
HERE Delivery Status Notification*/ at
/home/otrs//Kernel/System/PostMaster/Filter/Match.pm


wherever Postmaster runs (manually or scheduled) and then it leave a
dirty record in process_id (it seems)


does anyone had a similar problem ? what could I check ? (I've checked
all the postmasterfilter but I can find any strange thing on them: is
there a way to know what is eventually the troubling filter if this is
the problem ? )


Thank you in advance.


MV
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[otrs] Error in PGP keys

[Rohit Singh]

Hi,

When i click on PGP Keys in the Email Settings panel, i am getting the below 
error, please suggest on the below error

Software error:

Can't call method "Check" on an undefined value at 
../..//Kernel/Modules/AdminPGP.pm line 314.
For help, please send mail to the webmaster (y...@example.com), giving this 
error message and the time and date of the error.

Regards
Rohit Singh

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[otrs] Errors when user is logging

[Marius Vaitiekunas]

Hi,

I am getting error when users are logging:
[Error][Kernel::Output::HTML::LayoutAJAX::JSONQuote][212] Need Data!

Everything looks working fine, but i can't understand what this error
means.
Versions: otrs-2.4.9, itsm-2.1.1, perl-5.12.2, apache-2.2.16, mysql-5.0.5.1,
gentoo linux

Thank You for help!

-- 
mv
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Re: [otrs] Problem with OTRS 3.0.5 and SOAP::Lite: 500 internal server error

[Peter Eckel]

Hi Nils, 

> be careful. AFAIK this only works if you do not use mod_perl.
> Michiel might be able to add some insights here ... ?!?!

I'll be interested in any information about the problem - OTOH, in Centos 5.5, 
mod_perl seems to be installed by default, and it it cenrtainly installed on my 
machines. So there does not seem to be an issue with mod_perl and the modified 
HTTP.pm.

Cheers, 

  Peter.

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Re: [otrs] Problem with OTRS 3.0.5 and SOAP::Lite: 500 internal server error

[Roy Kaldung]

On Fri, 21 Jan 2011 12:22:34 +0100, Nils Leideck 
wrote:
> Dear Peter,
> 
> be careful. AFAIK this only works if you do not use mod_perl.
> Michiel might be able to add some insights here ... ?!?!

Hi,

I have this workaround running with OTRS 2.4.9 and 3.0.5, both running
with mod_perl.

Regards, Roy

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Re: [otrs] iPhone access OTRS 2.4.7/ITSM 2.1.1

[Magic Boiz]

In the debug file I see:

[2011-01-21 12:24:42][Debug] [Inbound]
[User=agent1321&Password=&Object=CustomObject&Method=QueueView&Data={}
[2011-01-21 12:24:42][Debug] [Outbound] [{"Result":"successful","Data":[]}




On Fri, Jan 21, 2011 at 12:21 PM, Magic Boiz  wrote:

> Good morning everybody
>
> I've got an iPhone4 (lucky me), and I installed iPhoneHandle 0.9.6.
>
> When I acess to json.pl interface, I can login correctly, but I cannot see
> any queue¿?¿?
> Using the web interface, my user has full access to all queues.
>
> Any idea what's happeing?
>
>
> thanks in advance!!
>
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Re: [otrs] Problem with OTRS 3.0.5 and SOAP::Lite: 500 internal server error

[Nils Leideck]

Dear Peter,

be careful. AFAIK this only works if you do not use mod_perl.
Michiel might be able to add some insights here ... ?!?!

Cheers, Nils

— 
Nils Leideck
Senior Consultant

http://webint.cryptonode.de / a Fractal project

On 21.01.2011, at 11:46, Peter Eckel wrote:

> Hi Nils, 
> 
>> that is an interesting one!
> 
> I would have preferred it to be a little less interesting :-)
> 
>> Just a first try, do you use SSL and if so, can you retry without?
>> And can you post your SOAP script?
> 
> Nope, SSL is (currently) not part of the picture - I tried to simplify the 
> setup as much as I could. 
> 
> But by some hours of heavy web browsing I actually found out what's wrong ... 
> there is a bug in SOAP::Lite, in SOAP/Transport/HTTP.pm, to be precise:
> 
> [pete@neos-otrs1 Transport]$ diff HTTP.pm HTTP.pm.buggy 
> 559c559
> < while ( read( STDIN, $buffer, $length ) ) {
> ---
>>while ( sysread( STDIN, $buffer, $length ) ) {
> 
> Just replace 'sysread' by 'read' in line 559, and it works. 
> 
> Cheers, 
> 
>  Pete.
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[otrs] iPhone access OTRS 2.4.7/ITSM 2.1.1

[Magic Boiz]

Good morning everybody

I've got an iPhone4 (lucky me), and I installed iPhoneHandle 0.9.6.

When I acess to json.pl interface, I can login correctly, but I cannot see
any queue¿?¿?
Using the web interface, my user has full access to all queues.

Any idea what's happeing?


thanks in advance!!
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Re: [otrs] Problem with OTRS 3.0.5 and SOAP::Lite: 500 internal server error

[Peter Eckel]

Hi Nils, 

> that is an interesting one!

I would have preferred it to be a little less interesting :-)

> Just a first try, do you use SSL and if so, can you retry without?
> And can you post your SOAP script?

Nope, SSL is (currently) not part of the picture - I tried to simplify the 
setup as much as I could. 

But by some hours of heavy web browsing I actually found out what's wrong ... 
there is a bug in SOAP::Lite, in SOAP/Transport/HTTP.pm, to be precise:

[pete@neos-otrs1 Transport]$ diff HTTP.pm HTTP.pm.buggy 
559c559
< while ( read( STDIN, $buffer, $length ) ) {
---
> while ( sysread( STDIN, $buffer, $length ) ) {

Just replace 'sysread' by 'read' in line 559, and it works. 

Cheers, 

  Pete.
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[otrs] How to hide tickets assigned to some else from my dashboard?

[Marc Strapetz]

With version 3.0.5, I'm seeing tickets in "New Tickets" as well as "Open
Tickets" area, "My Queues", which are already assigned to other users
(not default user 'OTRS admin'). Some of them are even locked by other
users. How can they be hidden from these views?

Thanks!

--
Best regards,
Marc Strapetz
=
syntevo GmbH
http://www.syntevo.com
http://blog.syntevo.com
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Re: [otrs] 3.0.4 -- corruption of attachments?

[Marc Strapetz]

> We've already fixed it and the fix will be available in upcoming OTRS
> 3.0.5 which will become available next Tuesday, if all is well.

I can confirm that this works now, thanks!

--
Best regards,
Marc Strapetz
=
syntevo GmbH
http://www.syntevo.com
http://blog.syntevo.com




On 15.01.2011 11:54, Michiel Beijen wrote:
> Hi Marc,
> 
> It's this bug: http://bugs.otrs.org/show_bug.cgi?id=6354 - it only
> happens if you use the SMTPTLS mail backend.
> We've already fixed it and the fix will be available in upcoming OTRS
> 3.0.5 which will become available next Tuesday, if all is well.
> --
> Mike
> 
> On Fri, Jan 14, 2011 at 11:45 AM, Marc Strapetz
>  wrote:
>> Interestingly, an attachment with a size of 1.159.960 bytes is split
>> into 95 attachments, all with the same name and same size (10399 bytes),
>> except of the last one (7302 bytes). For every attachment there is also
>> a corresponding file "Part 1.xxx" containing the email's text.
>>
>> --
>> Best regards,
>> Marc Strapetz
>> =
>> syntevo GmbH
>> http://www.syntevo.com
>> http://blog.syntevo.com
>>
>>
>>
>> On 13.01.2011 20:35, Ralf Hildebrandt wrote:
>>> * Marc Strapetz :
>> When forwarding an email with with one ZIP attachment (16307 bytes,
>> exported from Thunderbird), OTRS creates an email with two attachments
>> of the same name, (9997 bytes and 4443 bytes). Is this a known problem?
>
> Do you have logs for that?

 What kind of logs do you refer to? In the system log, there is only one
 line regarding the forwarded email: "
>>>
>>> Mail logs!
>>>
 The ZIP file seems to be split.
>>>
>>> Can the contents still be unpacked?
>>> Or is the ZIP file broken?
>>>
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Re: [otrs] Boolean search

[Roy Kaldung]

On Thu, 20 Jan 2011 21:04:32 -0600 (CST), Kristofer Pettijohn
 wrote:
> Hello, 
> 
> Is it possible to do boolean searches (using the API) - (for example:
> from=em...@address.com or freetextfield1=somevalue) or do I have to do
two
> separate searches and intersect the results myself?
 
Hi, 
Checkout the optional parameter ContentSearch of the API.

Roy

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