[otrs] Message: Bad Filter
Hi, I am getting this message in my email, day in and day out: Subject: Cron root@otrsserver /opt/otrs/bin/PostMasterMailbox.pl /dev/null ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Wed Feb 8 13:52:02 2012 Message: Bad filter Traceback (12123): Module: Kernel::System::CustomerUser::LDAP::CustomerSearch (v1.53) Line: 336 Module: Kernel::System::CustomerUser::CustomerSearch (v1.55) Line: 178 Module: Kernel::System::PostMaster::NewTicket::Run (v1.75) Line: 102 Module: Kernel::System::PostMaster::Run (v1.83) Line: 351 Module: Kernel::System::MailAccount::POP3::_Fetch (v1.6.2.1) Line: 165 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6.2.1) Line: 45 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94 Any pointers?? Thanks and Regards, Amit Sharma - 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
Re: [otrs] Message: Bad Filter
Do you have any '*' symbols in any of your postmaster filters? I remember for a while this gave me some grief aswell, from what I remember I had tried to do a filter like EMAILADDRESS:*@domain.com - this had to be corrected to EMAILADDRESS:.*@domain.com (extra . infront of the *) Steve On 8 February 2012 08:35, Amit Sharma amit_...@yahoo.com wrote: Hi, I am getting this message in my email, day in and day out: Subject: Cron root@otrsserver /opt/otrs/bin/PostMasterMailbox.pl /dev/null ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Wed Feb 8 13:52:02 2012 Message: Bad filter Traceback (12123): Module: Kernel::System::CustomerUser::LDAP::CustomerSearch (v1.53) Line: 336 Module: Kernel::System::CustomerUser::CustomerSearch (v1.55) Line: 178 Module: Kernel::System::PostMaster::NewTicket::Run (v1.75) Line: 102 Module: Kernel::System::PostMaster::Run (v1.83) Line: 351 Module: Kernel::System::MailAccount::POP3::_Fetch (v1.6.2.1) Line: 165 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6.2.1) Line: 45 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94 Any pointers?? Thanks and Regards, Amit Sharma - 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 - 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
Re: [otrs] How to migrate from one server to the other
Just did the migration using the backup.pl script, so far so good and everything looks great! Anything else missing to be done? :) Thank you all! Thanks //M On Tue, Feb 7, 2012 at 8:47 AM, Michiel Beijen michiel.bei...@gmail.comwrote: Hi Rob, On Sun, Feb 5, 2012 at 02:09, Robinson Mitchell rmitch...@p3isys.com wrote: Because OTRS has almost all of its configuration info in the database you can simply install OTRS clean on the new system, create a new database, import the database from the old system into the new database, then point the new OTRS installation to the migrated database by entering its name and credentials in Kernel/Config.pm. This is not the complete story; OTRS keeps all the changes you make via SysConfig in a file called /opt/otrs/Kernel/Config/Files/ZZZAuto.pm. You should also copy this file to the new box if you want to bring over your configuration changes. -- Mike - 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 - 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
Re: [otrs] ldap user authentication in 3.1-beta1
Ok, I reply to myself:
OTRS 3.1 admin manual is available:
http://doc.otrs.org/3.1/en/html/auth-backends.html#agent-auth-backends; now it
need a new line in Config.pm: $Self-{'AuthModule::UseSyncBackend'} =
'AuthSyncBackend';
Juan Clavero Almirón
Gestiò d’Identitats, Firma i Custòdia
Oficina de Tecnologies, Informació i Comunicacions (OTIC)
Servei de Salut de les Illes Balears
C/ de les Escoles, s/n - 07181 Bendinat - Mallorca
Telf. +34 971.42.65.30
De: Juan Manuel Clavero Almirón [mailto:juanm.clav...@ibsalut.es]
Enviado el: martes, 07 de febrero de 2012 12:43
Para: User questions and discussions about OTRS.
Asunto: [otrs] ldap user authentication in 3.1-beta1
Hi,
I’ve installed otrs-3.1.0.beta1 in a test environment from source (tar.gz).
I’ve run web installer and I’ve copied the ldap section of my current
otrs-3.0.11 config.pm
I get the following error when logging as a user:
Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps
the user is invalid.
System log has the following lines:
[Tue Feb 7 12:34:46 2012][Notice][Kernel::System::Auth::LDAP::Auth] User:
(CN=,OU= ,DC= ,DC= ) authentication ok (REMOTE_ADDR: ZZZ. ZZZ.
ZZZ. ZZZ).
[Tue Feb 7 12:34:46 2012][Error][Kernel::System::User::UserLookup][746] No
UserID found for !
[Tue Feb 7 12:34:46 2012][Error][Kernel::System::User::UserLookup][746] No
UserID found for !
[Tue Feb 7 12:34:46 2012][Notice][Kernel::System::User::GetUserData] Panic! No
UserData for user: !!!
Has anything changed in AuthSyncModule in otrs 3.1?
Juan Clavero Almirón
Gestiò d’Identitats, Firma i Custòdia
Oficina de Tecnologies, Informació i Comunicacions (OTIC)
Servei de Salut de les Illes Balears
C/ de les Escoles, s/n - 07181 Bendinat - Mallorca
Telf. +34 971.42.65.30
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Re: [otrs] How to migrate from one server to the other
On 2012-02-08 04:09, Muhammad El-Sergani wrote: Just did the migration using the backup.pl http://backup.pl script, so far so good and everything looks great! Anything else missing to be done? :) Hard to tell as you only mention that you used one tool... - 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
[otrs] ERROR: No Ticket::StateAfterPending found for 'Monitor - Auto Close' in Kernel/Config.pm!
Hi All,
We are getting this error message:
ERROR: No Ticket::StateAfterPending found for 'Monitor - Auto Close' in
Kernel/Config.pm!
I found something that seemed to say I needed the following in our
Kernel/Config.pm file
so I added it but we are still getting the above mentioned error message.
Can someone clue me in on what I need to do.
# --
# Kernel/Config.pm - Config file for OTRS kernel
#
...
lots of stuff omitted.
...
# state after pending
# (state after pending time has reached)
$Self-{Ticket::StateAfterPending} = {
'pending auto close+' = 'closed successful',
'pending auto close-' = 'closed unsuccessful',
};
# #
# #
# #
# End of your own config options!!! #
# #
# #
# #
}
Thanks,
--
Stephen Clark
*NetWolves*
Director of Technology
Phone: 813-579-3200
Fax: 813-882-0209
Email: steve.cl...@netwolves.com
http://www.netwolves.com
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Re: [otrs] Svar: Re: Diff between PendingDate and Due date?
Hi Michiel and others, Without having yet migrated to 3.1, I have at least done some sleuthing on a system that is born with 3.0 and upgraded to 3.1, and I have a stong feeling that YAML is the issue... On my original 2.4 system, the previous administrator have installed YAML through CPAN in site_perl. This version is 0.70 Now, with 3.1, you package YAML yourselves, and I guess that the site_perl catalog is checked before cpan-lib, so it sees the old version of YAML, not version 0.73 that OTRS delivers. Would it sound reasonable that an older version of YAML might choke on certain things in OTRS 3.1? It is working correctly on 3.0.11, where you don't distribute your own YAML: 3.1 test system, perl version 5.10.0: otrs3:~ # rpm -qpl otrs-3.1.0.beta1-01.noarch.rpm | grep YAML /opt/otrs/Kernel/cpan-lib/YAML /opt/otrs/Kernel/cpan-lib/YAML.pm /opt/otrs/Kernel/cpan-lib/YAML/Any.pm /opt/otrs/Kernel/cpan-lib/YAML/Base.pm /opt/otrs/Kernel/cpan-lib/YAML/Dumper /opt/otrs/Kernel/cpan-lib/YAML/Dumper.pm /opt/otrs/Kernel/cpan-lib/YAML/Dumper/Base.pm /opt/otrs/Kernel/cpan-lib/YAML/Error.pm /opt/otrs/Kernel/cpan-lib/YAML/Loader /opt/otrs/Kernel/cpan-lib/YAML/Loader.pm /opt/otrs/Kernel/cpan-lib/YAML/Loader/Base.pm /opt/otrs/Kernel/cpan-lib/YAML/Marshall.pm /opt/otrs/Kernel/cpan-lib/YAML/Node.pm /opt/otrs/Kernel/cpan-lib/YAML/Tag.pm /opt/otrs/Kernel/cpan-lib/YAML/Types.pm otrs3:~ # rpm -qpl otrs-3.0.11-03.noarch.rpm | grep YAML /opt/otrs/Kernel/cpan-lib/YAML /opt/otrs/Kernel/cpan-lib/YAML/Dumper /opt/otrs/Kernel/cpan-lib/YAML/Loader 3.0 test system: kbh-otrs02:/opt/otrs/Kernel # find /usr/lib/perl5/site_perl/5.8.8/YAML* /usr/lib/perl5/site_perl/5.8.8/YAML /usr/lib/perl5/site_perl/5.8.8/YAML/Any.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Loader.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Base.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Dumper /usr/lib/perl5/site_perl/5.8.8/YAML/Dumper/Base.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Dumper.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Loader /usr/lib/perl5/site_perl/5.8.8/YAML/Loader/Base.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Marshall.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Tag.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Error.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Types.pm /usr/lib/perl5/site_perl/5.8.8/YAML/Node.pm /usr/lib/perl5/site_perl/5.8.8/YAML.pm Regards, /Martin. Michiel Beijen michiel.bei...@otrs.com 1. februar 2012 22:40 Hi Martin, Op 1 feb. 2012 20:34 schreef Martin Møller m...@itq.dk het volgende: I am very well, thank you. We are starting our migration to 3.1 in the near future, but currently are in testing phases with 3.0. I had some issues with malformed UTF-8 chars when I went from 3.0 to 3.1, so I had to go back again on my test system. I have some idea what may be the reason, but nothing definite yet. Well, if you find out, please let me know. We have been looking a bit at your feature addons, but can we get these by themselves? You should really discuss this with our sales team, but typically, yes, feature add-ons are for subscription customers. Drop them a line at sa...@otrs.com. It seems I can't use all my ZZAuto.pm from 2.4 after updating to 3.0. Customer search is broken at least. Starting anew fixes this, but I saw no caveat about this in the upgrade docs. Ah, I don't know, it *could* be that a config option that you modified was also changed in the switch between 2.4 and 3.0. You might be able to find out which one, typically it should Just Work. If you find out the problem, feel free to file a bug report. Are you still teaching classes in OTRS? Absolutely, and doing consulting stuff as well. And in fact, next week, I'll be back in Denmark again! On Monday in Kopenhagen and I'll fly up north for a workshop at a customer on Tuesday. So I'm afraid very little time to meet.. -- Mike - 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 - 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
Re: [otrs] States
Sorry for top posting, but I think I found it: I do have translated states, so I had to adjust my config: For the second error (closed successful) Core::Ticket::StateAfterPending: I had changed the Key, but forgot to change the Content. However, I still haven't found for the first one, which is probably why, when I close one merged ticket, the tickets that are merged with it stay visible. Ugo On 2011-12-02 15:22, Ugo Bellavance wrote: Hi, OTRS 2.3.3 I have these log entries: Nov 28 15:57:13 server OTRS-CGI-36[15661]: [Error][Kernel::System::State::StateGet][Line:210]: StateType 'merged' not found! Nov 28 15:57:13 server OTRS-CGI-36[15661]: [Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State! Could that explain that closing merged tickets only closes one ticket? This seems to have been existing for a while. How can I fix this problem? Isn't the merged StateType supposed to come with a standard OTRS install? Also, I just started getting these errors: Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]: [Error][Kernel::System::State::StateGet][Line:210]: StateType 'closed successful' not found! Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]: [Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State! Where should I look to find the problem? Thanks, Ugo - 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 - 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
Re: [otrs] Export name and email adresses to a CSV file
Hello, You could get that info using an SQL query: the ticket table has a field called customer_user_id which has the login of the customer (or his email in case he is not a registered customer) and you can join it with the customer_user table where the first_name and last_name of all your customers is. Since probably you have several tickets from the same customer, you'd want to use a select distinct statement to extract your data. Web clients like phpmyadmin will let you run the query and export its output to csv. Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 8 February 2012 09:46, Andy Wodfer wod...@gmail.com wrote: Hi, We're running OTRS 2.4.7 currently. I need to export all names and email adresses from tickets (from senders) in 2 different OTRS folders/mailboxes. The csv file needs to be in the following format: name, email Are there any plugins for OTRS that can do this or can someone give me some input on how to do this the best way? Thanks! Andy - 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 - 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
Re: [otrs-de] Queue für Customer Tickets
Hallo Zusammen, dies kann man sehr einfach umsetzen: zuerst entfernen wir die Auswahlmöglichkeit für eine Queue aus dem NewTicketView und anschließend definieren immer eine Default Queue z.B. Eingang. Es landen nun alle neuen Tickets in der Eingang Queue und die Agents können diese in andere verschieben wie z.B. Hardware, Software etc. Die Kunden sehen die Queue Bezeichnung dann später wenn das Ticket erstellt ist. Haben aber kein Einfluss darauf. Diese Einstellungen kann man in der Syslog vornehmen. Einfach nach dem Stichwort Ticket suchen! Falls Ihr nicht fündig werdet könnt ich selber nochmal nachschauen, weiß es nicht mehr aus dem Kopf :) Gruß Alex Heinrich -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Pahl, Thomas Gesendet: Donnerstag, 2. Februar 2012 15:09 An: User questions and discussions about OTRS.org in German Betreff: Re: [otrs-de] Queue für Customer Tickets Hi, gibt es ein Tutorial wie man das von Rene beschriebene Szenaio am besten umsetzt? Leider finde ich unter SysConfig Optionen den Punkt CustomerPanelOwnSelection nicht, hab ich da richtig unter admin /SysConfig-Option gesucht? Gruß Thomas -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Rene Böhm Gesendet: Donnerstag, 2. Februar 2012 12:04 An: otrs-de@otrs.org Betreff: Re: [otrs-de] Queue für Customer Tickets Hallo, Ziel des Customer-Self-Service (Kundenfrontend) ist ja eigentlich, dass ein Kunde sich jederzeit über den Bearbeitungsstand seiner Tickets informieren kann. Bei Verwendung von Customer-Groups (für Schreib-/Lese-Berechtigung der Kunden) ist dies aber mit erhöhtem Administrationsaufwand und einem komplexeren Berechtigungskonzept verbunden, gerade, wenn die Kundendatenbank sehr umfangreich ist. Ansonsten hat der Kunde dann eben leider keine Berechtigung sein eigenes Ticket zu sehen. Die Einschränkung der Queues bei Ticketerstellung auf Kundenseite ist über die SysConfig-Option CustomerPanelOwnSelection machbar, ohne auf Customer-Groups, mit den damit verbundenen Nachteilen, zu gehen. Viele Grüße Rene On 02/02/2012 11:56 AM, Boris Wagener wrote: Hi, das haben wir so ähnlich. Die Kunden haben in 4 Queues Lese- und Schreibrechte. Wenn die Agenten die Ticketes in eine andere Queue verschieben sind sie für die Kunden erst mal nich mehr sichtbar. Also die Kunden brauchen auch Leserechte in diesen anderen Queues. Die Kunden können dann auch nicht mehr Antworten übers Webinterface weil sie die Rechte eben nicht haben. Ansonsten ist uns noch nichts aufgefallen:-) Boris Original-Nachricht Datum: Thu, 2 Feb 2012 10:11:20 +0100 Von: Pahl, Thomas thomas.p...@lauda-koenigshofen.de An: (otrs-de@otrs.org) otrs-de@otrs.org Betreff: [otrs-de] Queue für Customer Tickets Hallo Mailing-Liste, ich möchte für unsere Nutzer die Weboberfläche so einrichten, dass Sie nur in das Queue Helpdesk Tickets anlegen können. Und die Mitarbeiter vom Help des die Ticket mit bearbeiten dann in das richtige Queue verschieben. Kann mir hier jemand ein paar Punkte nennen die zu Beachten sind und die dazu gehörige stelle im Handbuch? Gruß Thomas = == Die Stadt Lauda-Königshofen ist eine Körperschaft des Öffentlichen Rechts. Sie wird vertreten durch Bürgermeister Thomas Maertens Steuer-Nr. 80288 / 01539 = == Wichtiger Hinweis Diese E-Mail und etwaige Anlagen können Betriebs- oder Geschäftsgeheimnisse oder sonstige vertrauliche Informationen enthalten. Sollten Sie diese E-Mail irrtümlich erhalten haben, ist Ihnen dieser Umstand hiermit bekannt. Bitte benachrichtigen Sie uns in diesem Fall umgehend durch Rücksendung der E-Mail und löschen Sie diese E-Mail einschließlich etwaiger Anlagen von Ihrem System. Diese E-Mail und ihre Anlagen dürfen weiterhin nicht kopiert oder an Dritte weitergegeben werden. Vielen Dank. Important Note This e-mail message may contain confidential and/or privileged information. If you are not an addressee or otherwise authorized to receive this message, you should not use, copy, disclose or take any action based on this e-mail or any information contained in the message. If you have received this material in error, please advise the sender immediately by reply e-mail and delete this message. Thank you. - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de -- ** Besuchen Sie uns auf der CeBIT in Hannover ** ** vom 06.03.2012 - 10.03.2012** ** Halle 2 Stand D48, Partnerstand Univention ** Dipl.-Ing. Rene Böhm c.a.p.e. IT GmbH
