[otrs] error message Ticket View
Hi All , Getting this error when user is trying to access the Ticket View link in otrs : ERROR: OTRS-CGI-20 Perl: 5.8.8 OS: linux Time: Tue May 4 16:03:49 2010 Message: No Config option found for 508018! Traceback (25169): Module: Kernel::Output::HTML::LayoutTicket::TicketListShow (v1.48) Line: 928 Module: Kernel::Modules::AgentTicketQueue::Run (v1.66) Line: 193 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Using OTRS 2.4.2 , with AD integration , MySQL , charset utf8 Tried searching the otrs archives but not getting any desired results , any help will be appreciated. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Add Spam link to every ticket
Hi , tried to search list , google etc but could not find a suitable answer. Is there a way to add the Spam link you normally get when you zoom into a ticket to appear on the preview list of all the tickets? I have tried to look at the templates but could not really make out where and what to look for , so any help would be appreciated. Daniël - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Add Spam link to all tickets
Hi ,
I know there is a Spam link if you click on the 'Zoom link on a
ticket. Is there a way to add this Spam link to the default view of each
ticket.
I tried searching the list archive and came up with this (below) , but I
suspect that it's for the earlier version of OTRS and does not seem to
work.
First prize would be to use in conjunction with the Bulk feature. So you
bulk select your spam tickets and just click the Spam link somewhere in
the Main Queue View and it moves all those tickets to the SPAM Queue.
Fairly new to OTRS so please be patient ;)
Hi Mark,
On Tue, Feb 18, 2003 at 09:14:54AM +0100, Mark N. wrote:
Would it be possible to make a button/link (next to the Lock, Zoom,
Close, etc. buttons) in the Queue view, that would move a ticket to
the Junk queue (or maybe delete it)? We get a lot of spam in some of
our queues and it takes time to close all those tickets :(
Any better ideas?
Yes, you could do this:
a) add a delete queue (and memorize the queue_id)
b) add a delete link to the dtl-template, e. g.
Kernel/Output/HTML/Standard/TicketView.dtl
[...]
a
href=$Env{Baselink}Action=AgentMoveTicketID=$Data{TicketID}DestQ
ueueID=1
onmouseover=window.status='$Text{Zoom}'; return true;
onmouseout=window.status='';$Text{Delete}/a -
[...]
replace the DestQueueID=x param with your delete queue_id
Danie Theron
Systems Administrator
Verpakt Management Services
+2711 253 9611
da...@verpakt.com
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Re: [otrs] Error on QueueView with new upgrade
Hi Christian , Ran the DBUpdate script , as well as the SetPermissons script , is as follows: Setting file permissions... chown -R apache:nogroup /opt/otrs/ chown: `apache:nogroup': invalid group chown: `apache:nogroup': invalid group chmod -R og+rw /opt/otrs/ chown otrs:nogroup /opt/otrs/ chown: `otrs:nogroup': invalid group chown otrs:nogroup /opt/otrs//.fetchmailrc chown: `otrs:nogroup': invalid group chmod 0710 /opt/otrs//.fetchmailrc chown otrs:nogroup /opt/otrs//.procmailrc chown: `otrs:nogroup': invalid group chmod 0644 /opt/otrs//.procmailrc chown otrs:nogroup /opt/otrs//.mailfilter chown: `otrs:nogroup': invalid group chmod 0600 /opt/otrs//.mailfilter chown -R otrs:nogroup /opt/otrs//var/ chown: `otrs:nogroup': invalid group chown -R apache:nogroup /opt/otrs//var/sessions/ chown: `apache:nogroup': invalid group touch chown otrs:nogroup /opt/otrs//var/log/TicketCounter.log chown: `otrs:nogroup': invalid group chmod -R 775 /opt/otrs//bin/ (chown chmod 700) otrs:0 /opt/otrs//bin/DeleteSessionIDs.pl (chown chmod 700) otrs:0 /opt/otrs//bin/UnlockTickets.pl (chown chmod 700) otrs:0 /opt/otrs//bin/otrs.getConfig You have new mail in /var/spool/mail/root Not sure what the nogroup should be... I get a few of these errors when running the DBupdate script... can this maybe have an effect ERROR 1194 (HY000) at line 27: Table 'ticket' is marked as crashed and should be repaired ERROR 1194 (HY000) at line 28: Table 'ticket' is marked as crashed and should be repaired ERROR 1194 (HY000) at line 29: Table 'ticket' is marked as crashed and should be repaired ERROR 1194 (HY000) at line 30: Table 'ticket' is marked as crashed and should be repaired ERROR 1194 (HY000) at line 31: Table 'ticket' is marked as crashed and should be repaired Also when i do a ls i get : [EMAIL PROTECTED] ~]# ls -lht /opt/otrs/var/article/2007/ total 48K drwxrwsr-x 33 apache apache 4.0K Mar 23 17:01 03 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:41 01 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:41 02 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:41 04 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:41 05 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:41 06 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:41 07 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:40 08 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:40 09 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:40 10 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:40 11 drwxrwsr-x 33 apache apache 4.0K Dec 1 10:40 12 I actually edited the Article.pm script to see what is on line 1363 and it seems it has something to do with the ArticleID and Content variables... which leads me to believe the reference in the MySQL DB does not correspond to the article directory? This might be a shot in the dark , but I'm really baffled by this. Christian Schoepplein wrote: On Thu, Mar 29, 2007 at 10:36:12AM +0200, Danie wrote: Ok so we decided to build a secondary OTRS system , sort of as a reference archive to our production system. I basically did a clean install of 2.1.6 on FC5 , copied over the 2.0.4 database and article data , followed the instructions of the UPGRADE.txt document to upgrade the database. All went fine , could log in but as soon as I click on a queue to view the tickets I get an error message : Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1363. I searched the otrs archives but to no avail , I think the ticket data in the database can't find the actual article reference? Also I did run the Setpermissions.sh script as well.. Please check the permissions of the articles stored in your file system. You can find them in /opt/otrs/var/article and its subdirs. Daniel -- Christian ((otrs)) :: OTRS GmbH :: 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! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Error on QueueView with new upgrade
Hi Nils , I am running Fedora 5 , so i would assume the nogroup would refer to the nobody group user? Will run a repair on the DB and let you know Nils Breunese (Lemonbit) wrote: Danie wrote: Ran the DBUpdate script , as well as the SetPermissons script , is as follows: snip Not sure what the nogroup should be... Depends on your OS. What OS are you running? I get a few of these errors when running the DBupdate script... can this maybe have an effect ERROR 1194 (HY000) at line 27: Table 'ticket' is marked as crashed and should be repaired ERROR 1194 (HY000) at line 28: Table 'ticket' is marked as crashed and should be repaired ERROR 1194 (HY000) at line 29: Table 'ticket' is marked as crashed and should be repaired ERROR 1194 (HY000) at line 30: Table 'ticket' is marked as crashed and should be repaired ERROR 1194 (HY000) at line 31: Table 'ticket' is marked as crashed and should be repaired Have you tried repairing the ticket table? Nils Breunese. ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Error on QueueView with new upgrade
Hi All , Anyone have ANY ideas ? I am at my wits end... Danie wrote: Hi All , Ok so we decided to build a secondary OTRS system , sort of as a reference archive to our production system. I basically did a clean install of 2.1.6 on FC5 , copied over the 2.0.4 database and article data , followed the instructions of the UPGRADE.txt document to upgrade the database. All went fine , could log in but as soon as I click on a queue to view the tickets I get an error message : Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1363. I searched the otrs archives but to no avail , I think the ticket data in the database can't find the actual article reference? Also I did run the Setpermissions.sh script as well.. Any help will be appreciated. Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Error on QueueView with new upgrade
Hi All , Ok so we decided to build a secondary OTRS system , sort of as a reference archive to our production system. I basically did a clean install of 2.1.6 on FC5 , copied over the 2.0.4 database and article data , followed the instructions of the UPGRADE.txt document to upgrade the database. All went fine , could log in but as soon as I click on a queue to view the tickets I get an error message : Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1363. I searched the otrs archives but to no avail , I think the ticket data in the database can't find the actual article reference? Also I did run the Setpermissions.sh script as well.. Any help will be appreciated. Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Archiving OTRS
Hi Torsten , I think I may have explained myself incorrectly , we actually want to move the data off from the production system , in other words remove the actual entries in the database as well as the articles on the local filesystem and insert them into the archive server database. Torsten Thau wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Danie schrieb: We are looking at ways to archive our existing OTRS data to ease the load on our production server. We are using the ArticleStorageFS method of storing emails , now we are backing up the data at 3 hour intervals and this seems to slow down OTRS because our backup system (Bacula , great open source backup solution btw :)) needs to scan the whole article directory. How can we move the MySQL data as well as the article data , without losing any references between the ticket data and the article data? How does OTRS store the ticket data in the DB? Maybe you can replicate the data base and rsync-update the article storage directory on the archive system? regards, Torsten -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFF+mEZvXo8m5PgoXQRAurUAJwMBBFOCucA/7VdGlSavWNao/l+rQCfaWqe D5WxmmsdS2Y/VFueMtIy0h8= =gZf4 -END PGP 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Upgrade from 2.1.2 to 2.1.5
Thanks a lot Peter , will give it a bash. Also , should it not be more prudent to maybe start a FC rpm binary , as RH8.0 is rather old... any volunteers (I would but my packaging skills are limited as my time:P) Beugen, Peter van wrote: I use FC5 as well, but do not use the FC OTRS Please read also the OTRS upgrading document !! I would: - backup the OTRS directory (/opt/otrs) and the OTRS (mysql) database - remove/uninstall otrs-2.0.4-3.fc5 - rename the OTRS (mysql) database = OTRS directory probably in /var/lib/mysql/ (to OTRS204 ?) - install OTRS 2.1.5 RPM (do a complete fresh install) - stop OTRS, Apache and MySQL (service otrs/httpd/mysqld stop) - rename the new OTRS (mysql) database = OTRS directory probably in /var/lib/mysql/ (to OTRS215 ?) - make a new OTRS mysql directory (/var/lib/mysql/otrs) - copy all the files (mysql tables/indexes/..) from ../mysql/OTRS204 directory in mysql/otrs directory - copy your config.pm settings from the old 204 to the new config.pm (be carefull and lookup your settings in the manual because some syntax is changed) - start mysql (service mysqld start) - update the database changes (see OTRS upgrading document) !!! - start apache (service httpd start), otrs (service otrs start) Now you have a new 2.1.5 OTRS with all your old data If you use the FAQs, you will have to install this module in 2.1.5 (Admin area / packages) I tried/used this method for upgrading from 2.0.3, and it worked for me Regards, Peter -Oorspronkelijk bericht- Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Danie Verzonden: maandag 5 februari 2007 8:44 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Upgrade from 2.1.2 to 2.1.5 I am running otrs-2.0.4-3.fc5 on a (you guessed it) FC5 distro , can I use the Redhat RPM to upgrade or should i wait for the yum repositories to be updated? Beugen, Peter van wrote: Yes, I just ran the RPM (First stopped Apache and OTRS, ran the RPM, started apache, started OTRS...) For you safety you can (should?) of course backup the OTRS directory Regards, Peter *Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens *Maurice James Ny *Verzonden:* zondag 4 februari 2007 0:09 *Aan:* 'User questions and discussions about OTRS.org' *Onderwerp:* RE: [otrs] Upgrade from 2.1.2 to 2.1.5 How exactly did you do it? Just run the RPM as usual? *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Beugen, Peter van *Sent:* Saturday, February 03, 2007 11:08 AM *To:* User questions and discussions about OTRS.org *Subject:* RE: [otrs] Upgrade from 2.1.2 to 2.1.5 Changes in config.pm or made by the admin area (in ZZZauto.pm I think) will not be lost ! I upgraded from 2.1.2 to .3, .4 and .5 and all my configed stuff was unchanged Regards, Peter *Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens *Maurice James Ny *Verzonden:* zaterdag 3 februari 2007 15:59 *Aan:* 'User questions and discussions about OTRS.org' *Onderwerp:* [otrs] Upgrade from 2.1.2 to 2.1.5 Does anyone know how to manually upgrade from version 2.1.2 to 2.1.5? What files got changed and what the changes are? I don't want to download the entire rpm or risk loosing any config modifications that I already made. --- - ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? =http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Upgrade from 2.1.2 to 2.1.5
I am running otrs-2.0.4-3.fc5 on a (you guessed it) FC5 distro , can I use the Redhat RPM to upgrade or should i wait for the yum repositories to be updated? Beugen, Peter van wrote: Yes, I just ran the RPM (First stopped Apache and OTRS, ran the RPM, started apache, started OTRS…) For you safety you can (should?) of course backup the OTRS directory…. Regards, Peter *Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens *Maurice James Ny *Verzonden:* zondag 4 februari 2007 0:09 *Aan:* 'User questions and discussions about OTRS.org' *Onderwerp:* RE: [otrs] Upgrade from 2.1.2 to 2.1.5 How exactly did you do it? Just run the RPM as usual? *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Beugen, Peter van *Sent:* Saturday, February 03, 2007 11:08 AM *To:* User questions and discussions about OTRS.org *Subject:* RE: [otrs] Upgrade from 2.1.2 to 2.1.5 Changes in config.pm or made by the admin area (in ZZZauto.pm I think) will not be lost ! I upgraded from 2.1.2 to .3, .4 and .5 and all my configed stuff was unchanged Regards, Peter *Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens *Maurice James Ny *Verzonden:* zaterdag 3 februari 2007 15:59 *Aan:* 'User questions and discussions about OTRS.org' *Onderwerp:* [otrs] Upgrade from 2.1.2 to 2.1.5 Does anyone know how to manually upgrade from version 2.1.2 to 2.1.5? What files got changed and what the changes are? I don’t want to download the entire rpm or risk loosing any config modifications that I already made. ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] How to stop running Postmaster process ?
Try a ps -aux , see where Postmaster is running (seems like it's 1837) and use the kill command kill [PID] Maurice James Ny wrote: I got this error as well and no one seems to know how to fix it. I should not have upgraded to 2.1 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of BipinDas Sent: Tuesday, October 17, 2006 6:57 AM To: User questions and discussions about OTRS.org Subject: [otrs] How to stop running Postmaster process ? Hi No incoming mails to my queues. The /var/log/messages shows the following error. How can I stop the running postmaster process?. I had tried ./PostmasterPOP3.pl -f 1, but the problem still exists. Please help. Oct 17 16:27:07 otrs OTRS-PM3-10[2077]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (yourhost.example.com/1837)! ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Per User Stats
Please find attached my exported config , just use the Import function in the stats area. You also might want to change the queues etc. HTH Jason Little wrote: The version that we are currently running is 2.1.1 Jason -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Sent: Tuesday, January 16, 2007 6:38 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Per User Stats Hi Jason , A little more info is needed (are you running 2.0.4 or 2.1)? In 2.1 I have setup such a stat and will be willing to share it :) Jason Little Mintcommerce Log Holder wrote: Is there a way to get per user stats? Like the number of closed tickets per specific user per day or something like that. I have been looking through the stats and trying a few out but it doesn't look like you can do it from there. I can always do an sql query for it but if someone knows a way to do it already it would save me some time. Jason Little Network Administrator Mint Inc ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ?xml version=1.0 encoding=ISO-8859-1? otrs_stats Cache0/Cache Descriptionewqe/Description File/File FormatPrint/Format GraphSize1200x800/GraphSize ObjectTicket/Object ObjectModuleKernel::System::Stats::Dynamic::Ticket/ObjectModule Permissionusers/Permission StatTypedynamic/StatType SumCol0/SumCol SumRow0/SumRow Titletes2/Title UseAsValueSeries Element=QueueIDs Fixed=0 /UseAsValueSeries UseAsValueSeries Element=OwnerIDs Fixed=0 SelectedValues[EMAIL PROTECTED]/SelectedValues SelectedValuesdanie/SelectedValues /UseAsValueSeries UseAsXvalue Element=StateIDs /UseAsXvalue Valid1/Valid /otrs_stats ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Upgrading from mySQL 4 to mySQL 5 and from 2.0.4 to 2.1
Hi Jan , I have also asked this question , seems no one really knows or wants to share their experiences so here goes mine : If you download the .tar source , there is an UPGRADE.txt that you can have a read through. Unfortunately I have only installed 2.1 on a new clean system (FC5) with the rpm , and must say everything went fine without a hitch. If you do indeed brave the upgrade , I think I for one will greatly appreciate your feedback , as I have not yet been brave enough to upgrade our production system. Good luck! Daniel Jan Miczaika wrote: Hello, we use OTRS for our trouble ticket systems and are very satisfied so far. We would like to upgrade the system though, and would like to check whether someone has good/bad experiences. 1. We currently run OTRS 2.0.4 on mySQL 4. We would like to run it on mySQL 5. We would dump the whole DB from mySQL 4 and import it into a new mySQL 5 database. Has anyone experienced problems with this approach (e.g. character encoding). 2. We would like to upgrade from 2.0.4 to 2.1 (Esmeralda). Unfortunately we can't find information on upgrading in the user's manual. What is the process? I would assume backup DB and config, install new version somewhere else, import config and DB, test. Or is there an automated process? Thanks Jan ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Upgrading from 2.0.4 to 2.1.2(3)?
Hi Richard , No I did in fact not get any responses at all , which leads me to believe I either asked the wrong questions , or the upgrade is a smooth operation :P I did however do a test install (rpm) on a FC5 system , and I must say it went pretty well. Hi Daniel, Did you get favorable responses? If so, do you mind sharing please? _thanks --- Danie [EMAIL PROTECTED] wrote: Hi , We are in the process of upgrading to 2.1.3 (see that is the latest on ftp) , I have read the small UPGRADING.txt file and it seems like a fairly simple procedure. We are running OTRS 2.0.4 on a dual Xeon FC5 machine and mysql-5.0.18-2.1. It will probably be a rpm upgrade , as the original install was from rpm. Are there any other pitfalls and/or hints that anyone can provide as this is a production system and we would like things to go as smoothly as possible :) Thanks in Advance! Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Upgrading from 2.0.4 to 2.1.2(3)?
Hi , We are in the process of upgrading to 2.1.3 (see that is the latest on ftp) , I have read the small UPGRADING.txt file and it seems like a fairly simple procedure. We are running OTRS 2.0.4 on a dual Xeon FC5 machine and mysql-5.0.18-2.1. It will probably be a rpm upgrade , as the original install was from rpm. Are there any other pitfalls and/or hints that anyone can provide as this is a production system and we would like things to go as smoothly as possible :) Thanks in Advance! Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Enable Bulk Feature on Search Customer ID Page
Hi , Is it possible to enable the Bulk feature in the Customer ID Search Page? The reason for this is agents sometimes still get spam through from replicate emails (Customer ID's) and then click on that Customer ID link to bring up the Search page , but there is no tick box option to Bulk close. Also just on this note , will it be possible to request for the next release a Select All tick box to select all tickets in a queue , Search Page etc? Will this entail regitering a new module ? Sorry for silly question as I am not a perl guru... Any help will be appreciated. Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Multiple Error messages
Hi All , I keep on getting these error messages when running the cronjobs for OTRS , is this a database problem or what? DBI::db=HASH(0x9d89cb0)-disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, PRODUCT line 4. This is when running crons : $HOME/bin/GenericAgent.pl /dev/null $HOME/bin/UnlockTickets.pl --timeout /dev/null etc etc ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Errors when sending/replying to tickets
Hi , I have searched the mail list , as well as googled it provusely yet there are no clear indication as to what the solution is : We have been getting this error , at various intervals when trying to reply to tickets : [Mon Oct 23 10:11:10 2006][Error][Kernel::System::Email::SMTP::Send][97] Can't send to: [EMAIL ADDRESS]! Enable debug for more info! This seems to be intermittent , as I cannot see a clear defined criteria for this error. Please , please any help is appreciated as I am at a loss at the moment. Regards Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] New Features in OTRS 2.1
Hi , I just have a few questions regarding the new features in OTRS 2.1 : - Where do you set the Role/Permission to Ticket Supervisor etc ? This is a great addition by the way! We need Supervisors to be able to assign sets of tickets/queues to certain agents etc. - In the Stats module , how do you specify the report to be mailed to someone on a regular basis ? - Still in Stats module , can you specify By Agent somewhere , or is this an added feature? - With the Ticket Watcher option , is it possible to maybe incorporate fields like Agent or Queue , in other words , can you use Ticket Watcher to monitor a certain agent or a certain Queue ? - Also , and this is probably more directed towards the commercial side , can you incorporate something like a Global Ticket feature , where if there is a global issue (like downtime on web servers etc) , it can be linked to certain tickets automatically falling under that category? I know these are a lot of questions , but would appreciate any input/answers at the earliest conveniance. Thanks in advance and congrats on a great release! Daniel Theron ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Intermittend Errors when reply/forwarding tickets
Hi , I have searched the mailing list for answers to this problem , and even applied the resolutions , but still i am getting the following error : ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Fri Sep 15 12:30:42 2006 Message: Can't send to: [email protected]! Enable debug for more info! Traceback (7920): Module: Kernel::System::Email::SMTP::Send (v1.9) Line: 97 Module: Kernel::System::Email::Send (v1.14) Line: 467 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.94) Line: 1582 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 293 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 I added the CheckMXRecord = 0 to my Config (as suggested in one of the mailing list replies) , also this is quite odd as this particular email is being sent to an internal address. I am running SMTP on a Debian box which forwards the mails to Exchange Servers. Any help / suggestions will be greatly appreciated as I am at a loss :( Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Remove Ticket# field when replying to certain tickets
I think I'm misunderstood , I don't want to make system wide changes , only to certain tickets. By your reply i am thinking this is an impossible task :) Richard Hinkamp - BeSite wrote: You need the ticket ID for matching replies to the ticket (without a ticket number it wil create a new ticket). You could always use a non-standard ticket hook (default is Ticket#), you could change that to something else. See Kernel/Config/Ticket/Ticket.pm for the config correct setting. Richard Danie wrote: Hi , Is it possible to remove the Re:Ticket# when replying from only certain tickets , the reason is , we have another company who uses a call logging system as well , which in turn adds its own Call nr , now it seems OTRS is interfering with the subject line (which needs to be kept intact for some reason). I know it is impossible to not assign a ticket to an incoming email , I also looked at Filtering rules , but there is no indication of this being possible. Has anyone come across such an unique problem/solution? ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Session Management as Real Time Monitor?
Hi , Is it possible to use the Session Management functionality in the Admin section , to for instance get real time stats on what agents are currently doing? I think this would be a great feature for Managers etc , has anyone looked into a more GUI driven Session Manager or Real Time Monitor? TIA Danie ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Error messages
I keep on getting this error message : Premature padding of base64 data at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/Base64.pm line 109. How can I trace what causes this , as it says nothing in the System Status option. TIA Danie ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Session Management as Real Time Monitor?
Well , I found some variables that could be useful : *Session: 103882a27cd3c58fc1029c3e4088ab94d0* [ LastNavBarName = Ticket ] [ LastScreenOverview = Action=AgentTicketQueueQueueID=32 ] , I think this is the Queue the user was last busy with [ LastScreenView = Action=AgentTicketZoomTicketID=312013 ] , and this the ticket he was busy with [UserFirstname = Karabo ] [ UserID = 57 ] Now just to get that info into a more user readable format ;) Peter van Beugen wrote: I also would love a Real Time Monitor function. I searched and looked in de OTRS tables, but could not find usefull, readable info. Anyone?? Regards, Peter van Beugen -Oorspronkelijk bericht- Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Danie Verzonden: woensdag 30 augustus 2006 10:41 Aan: Otrs Onderwerp: [otrs] Session Management as Real Time Monitor? Hi , Is it possible to use the Session Management functionality in the Admin section , to for instance get real time stats on what agents are currently doing? I think this would be a great feature for Managers etc , has anyone looked into a more GUI driven Session Manager or Real Time Monitor? TIA Danie ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? =http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Error when forwarding tickets
I checked the Queue and it definitely has a valid email address , as well the email address I'm sending it to is also valid. Is there an option so that when forwarding tickets you can change the From field? What else can be the problem? Christian Schoepplein wrote: Hi, On Wed, Aug 16, 2006 at 12:32:15PM +0200, Danie wrote: Getting the following error when trying to use the Forward link in the Zoom function : Message: Need From! Traceback (16408): Module: Kernel::System::Ticket::Article::ArticleSend (v1.94) Line: 1254 Module: Kernel::Modules::AgentTicketForward::SendEmail (v1.8) Line: 527 Module: Kernel::Modules::AgentTicketForward::Run (v1.8) Line: 80 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::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 Not sure what this error message means , anyone else come across this ? No valid address was specified for the ueue where the ticket is stored and where you want to forward it. Regards, Christian ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Time Accounting per agent
I have loaded the beta on a test system , however I do not see the Agent restriction or option in any of the Steps , will it be incorporated in the final release? Also , will there be an option to specify your own valid criteria , by this I basically mean a GUI for using SQL queries :) It looks great so far !! keep it up guys!! Andy Lubel wrote: Thanks, I have the beta, need to brush up on my german! I like where you are going with this feature by the way! On 8/18/06 5:03 AM, Christian Schoepplein [EMAIL PROTECTED] wrote: Hi Andy, On Thu, Aug 17, 2006 at 04:10:19PM -0400, Andy Lubel wrote: In Stats, OTRS has a great Time Accounting selection that details the amount of time spent to handle each customer. This is good but we also need the accumulated time actually spent on any given ticket (i.e., by owner). I have tried to develop a SQL statement to do this using the time_accounting table but the time units used in this table do not match what you see if you pull up a ticket, zoom it and look under Accounted Time in the right hand column. Essentially a SQL statement that shows: How much time does it take person 'x' to work each ticket? Have you tested the new stats module in the upcomming OTRS 2.1? The first beta of OTRS 2.1 is out, maybe you want to give it a try and test, if the stat module fits your needs. If not, we ofcourse can create a stats module that is specific for your needs Just drop us a message to [EMAIL PROTECTED] to define the details. Andy Lubel Regards, Christian ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Error when forwarding tickets
Getting the following error when trying to use the Forward link in the Zoom function : Message: Need From! Traceback (16408): Module: Kernel::System::Ticket::Article::ArticleSend (v1.94) Line: 1254 Module: Kernel::Modules::AgentTicketForward::SendEmail (v1.8) Line: 527 Module: Kernel::Modules::AgentTicketForward::Run (v1.8) Line: 80 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::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 Not sure what this error message means , anyone else come across this ? ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Error when forwarding certain tickets
Hi , When agents try and forward certain tickets in certain queues they get the following error message (see below). There is then a whole traceback etc. On other queues this function works fine , has anyone come across this problem?: Error: Need From! ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] MySQL move from windows to Suse9.3
Hi Jared , I actually did a migration from one server to another just this morning , and it was amazingly simple :) In Windows , stop your mysql database (so no writing possible to it) , then simply copy the *.MYI files from your win32 system to your Suse system ( thinks it's in /var/lib/mysql/otrs , just do a locate *.MYI) Also , if you are running ArticleFS as your Storage module (like I do) , make sure to copy the existing data from your article directory as well to the new system. If you need your Sysconfig Data , just backup through the SysConfig web module. Just to add , my migration was from linux to linux , but presumably it should work the same. HTH Jared Cebada wrote: What is the best way to move the database, I am new to MySQL?? I see that there is a backup.pl but I belive I can't execute that without a native linux kernel?? Would cygwin be of any use?? ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Cron Jobs
Hi , Running OTRS 2.0.4 on Ubuntu 6.06 TLS , installed from source , all went well , but for some reason the cronjobs are not working. I checked that they are in the crontab , as well as the logs , it seems to run the jobs (postmasterpop3.pl spesifically) , but no new tickets arrive. I also checked the Syslog for any errors , but none By all accounts it should work , but it's not working , really puzzling. I've even added it to the system wide crontab , still , no tickets. When i run PostmasterPOP3.pl manually , mail then gets fetched and inserted inti OTRS. Really a head scratcher so any ideas would be greatly appreciated. Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Status of OTRS
Hi , Any news on the next release of OTRS , I am quite interested in the enhancements made to the stats module. TIA Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Migrating and article file storage
Hi all , I want to migrate from one otrs system to another (mainly due to old hardware) , but I have a few questions before I jump into stormy waters : - If migrating let's say from a Debian based system to a Redhat (Fedora) based system , is the data the same? - Also if I only want to migrate the database , is it as simple as dumping the database (let's say with the ./backup script) ? - I'm currently running my ticket storage module in ArticleStorageFS , how can i migrate this data over to the new server? Regards D ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Changing location of ArticleFS
Hi! Is there a Config setting to specify where to store articles (if ArticleFS is spesified in Config.pm) ? Alternatively , has anyone moved their database , filesystem storage from one system to another. I am running out of space and seriously need a solution! Any help will be greatly appreciated. Daniel ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Setup generic Agent to delete tickets with big attachments
Hi Alex , Where do I implement these changes? , not much of a programmer so not sure where to begin. Do I insert my own module? Alexander Scholler wrote: Hi Danie, Danie schrieb: Hi , I've looked at the Generic Agent web interface , but couldn't find a way to run a job that removes tickets with big attachments. Is there a way to add this to the Config.pm , or maybe somewhere else? I've written a GenericAgent module to extend the features of the GenericAgent = see attachments within http://lists.otrs.org/pipermail/otrs-de/2006-May/006138.html You could edit my module. Instead of examine the ticket-history (as I do), you can examine the attachment-sizes within the ticket-articles. See http://dev.otrs.org/ Kernel::System::Ticket::Article with all the attachment-functions for some guidance. TIA Daniel Bye, Alex ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] New Release Date
Hi , I know you guys are working hard on the new release , but any idea when it will be out? Specifically I am interested in the development of the Statistics functionality. Will it be more modular , where you can specify your own criteria ex time accounting , for a specific agent in a specific queue. Great work so far btw! Daniel ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Setup generic Agent to delete tickets with big attachments
Hi , I've looked at the Generic Agent web interface , but couldn't find a way to run a job that removes tickets with big attachments. Is there a way to add this to the Config.pm , or maybe somewhere else? TIA Daniel ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] ArticleStorageDB vs ArticleStorageFS
Hi All , Just a quick question , I'm running my attachment storage on the 'ArticleStorageFS' mode , however I am only running a 9GB RAID Debian system and running out of disk space quickly! If I run a Generic Job which deletes tickets from the system from a specified time , will it also delete the attachments? It seems it does not , how do I now know which attachments to delete from /usr/share/otrs/var/article , and can i delete these attachments safely? Also , I have set it so that HTML email converts to plain text , it seems that it keeps both HTML and plain text (which is kind of double). Any thoughts , workarounds tips would be appreciated. Daniel ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Not able to receive mails in OTRS
Hi Manish , What system are you running (Windows , Linux) ? If it's linux , run the PostMasterPOP3.pl script ( /etc/otrs/bin) with the -f -d 2 option to see the output ex. /etc/otrs/bin/PostMasterPOP3.pl -f -d 2 I have also had some issues with it in the past hence I feel your frustration. Sometimes it's a malformed email , the PostMasterPOP3.pl just bombs out with some arb error. Post your findings and we can get to the bottom of this :) Rgrds Daniel Manish Sharma wrote: I have deleted all but one email addresses from the postmaster pop3 account. Now there is only one pop3 account in the otrs. But that single account is also not able to Receive mails. Warm regards, Manish Sharma Programme Manager Mobile: +91 98554 06222 *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Isaac Gonzalez *Sent:* 15 April 2006 05:51 *To:* User questions and discussions about OTRS.org *Subject:* RE: [otrs] Not able to receive mails in OTRS Which queue did you specify this new email address to pop3 from under postmaster pop3 account? If it is the same as your previous one, therein lies the issue. I would change it to POP3 to a different queue than the prior one that was working, and let us know your results. It sounds like the two are fighting for the same queue. -isaac Isaac Gonzalez **Systems Administrator** **AutoReturn** Phone: (415)575-2359 Fax: (415)575-2379 *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Manish Sharma *Sent:* Friday, April 14, 2006 2:28 AM *To:* otrs@otrs.org *Subject:* [otrs] Not able to receive mails in OTRS Dear List We have been using OTRS for the last 4 months. Last week I added 1 more email ID in the OTRS in the Email address section and Postmaster Pop3 account Subsequently we are not able to receive emails in the OTRS in any of the email ids which were operative in OTRS. Kindly help us resolve this issue. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187 ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Not able to receive mails in OTRS
Hi Manish , I'm not entirely sure how it works in Win32 , but I would assume the bin scripts are still the same (with the same options) , just give it a try and see what you get. Alternatively go have a look in AdminSystem Log if there are any error messages. HTH Manish Sharma wrote: Hi We are running on OTRS on Windows XP Warm regards, Manish Sharma Programme Manager Mobile: +91 98554 06222 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Sent: 19 April 2006 14:59 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Not able to receive mails in OTRS Hi Manish , What system are you running (Windows , Linux) ? If it's linux , run the PostMasterPOP3.pl script ( /etc/otrs/bin) with the -f -d 2 option to see the output ex. /etc/otrs/bin/PostMasterPOP3.pl -f -d 2 I have also had some issues with it in the past hence I feel your frustration. Sometimes it's a malformed email , the PostMasterPOP3.pl just bombs out with some arb error. Post your findings and we can get to the bottom of this :) Rgrds Daniel Manish Sharma wrote: I have deleted all but one email addresses from the postmaster pop3 account. Now there is only one pop3 account in the otrs. But that single account is also not able to Receive mails. Warm regards, Manish Sharma Programme Manager Mobile: +91 98554 06222 *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Isaac Gonzalez *Sent:* 15 April 2006 05:51 *To:* User questions and discussions about OTRS.org *Subject:* RE: [otrs] Not able to receive mails in OTRS Which queue did you specify this new email address to pop3 from under postmaster pop3 account? If it is the same as your previous one, therein lies the issue. I would change it to POP3 to a different queue than the prior one that was working, and let us know your results. It sounds like the two are fighting for the same queue. -isaac Isaac Gonzalez **Systems Administrator** **AutoReturn** Phone: (415)575-2359 Fax: (415)575-2379 *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Manish Sharma *Sent:* Friday, April 14, 2006 2:28 AM *To:* otrs@otrs.org *Subject:* [otrs] Not able to receive mails in OTRS Dear List We have been using OTRS for the last 4 months. Last week I added 1 more email ID in the OTRS in the Email address section and Postmaster Pop3 account Subsequently we are not able to receive emails in the OTRS in any of the email ids which were operative in OTRS. Kindly help us resolve this issue. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187 ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Active Directory integration
Hi Guillaume ,
I think there is mention of this little 'problem' in the manual , and it
states that (unfortunately) only in the 1.3 manual :
http://doc.otrs.org/1.3/en/html/ldap-integration.html#LDAP-INTEGRATION-AD-PREPARATIONS
So I would suggest going back to the local DB , create a user give
him/her admin rights and then start with AD integration.
HTH
Daniel
Guillaume Rehm wrote:
Hi again,
All works fine now. My test users accounts don't have mail in there
users settings !!! Is that why.
But now, I can't login into root (admin otrs). Anyone have an idea ?
When I log into root, OTRS search into Active Directory a root user.
How can I say: users=Active Directory and Admin=local DB ?
How can I say: this Active Directory users is admin of otrs ?
Thanks in advance
Guillaume REHM
Service Informatique
Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg
tél: 03 88 25 28 43
fax: 03 88 25 28 03
mail: [EMAIL PROTECTED]
web: http://www.bnu.fr
Guillaume Rehm a écrit :
hi,
This is my Config.pm file:
# #
# INTEGRATION ACTIVE DIRECTORY
# #
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'hostxx';
$Self-{'AuthModule::LDAP::BaseDN'} =
'ou=Pro,dc=exploitation,dc=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'cn=Guillaume
Rehm,ou=Pro,dc=exploitation,dc=local';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'xxx';
$Self-{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'hostxx';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=Pro,dc=exploitation,dc=local';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=Guillaume Rehm,ou=Pro,dc=exploitation,dc=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxx';
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'hostxx',
BaseDN = 'ou=Pro,dc=exploitation,dc=local',
SSCOPE = 'sub',
UserDN = 'cn=Guillaume Rehm,ou=Pro,dc=exploitation,dc=local',
UserPw = 'xxx',
},
CustomerKey = 'sAMAccountName',
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserPostMasterSearchFields = 'mail',
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
# [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1,
'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
# [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0,
'var' ],
# [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
Thanks in advance
Guillaume REHM
Service Informatique
Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg
tél: 03 88 25 28 43
fax: 03 88 25 28 03
mail: [EMAIL PROTECTED]
web: http://www.bnu.fr
Isaac Gonzalez a écrit :
What have you specified as your mappings
The following work fine for me:
CustomerKey = 'sAMAccountName',
CustomerID = '[customer_id]',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
# [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var' ],
# [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0,
'var' ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0,
'var' ],
# [ 'UserComment', 'Comment', 'description', 1, 0,
'var' ],
],
};
Possibly send your config
Isaac
RE: [otrs] Feature request: call topic
OTRS subject field script It would be greatly appreciate if you can send me also that script. It will solve one of my major issues. Thanks. -Original Message- From: Mark D. Wallace [mailto:[EMAIL PROTECTED] Sent: Friday, April 07, 2006 8:38 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Feature request: call topic For my effort, I created a javascript that fills in the subject and body area of a new ticket with predefined information. Only one of our groups needs this feature so the display is dependent on the current agents group. The feature includes a list of ticket topics on the right hand side of the screen, and by clicking on one of them the new ticket form is auto filled and the cursor focus is in the text area form for adding additional information. The subjects and text for the body are defined in the dtl but it could just as easily be defined in the config.pm file, or by creating a new pm that inserts the information into the db. If you want the script, I can foward it to you. Mark Wallace On Fri, 07 Apr 2006 15:22:09 +0200 Corne Beerse [EMAIL PROTECTED] wrote: Christian Schoepplein wrote: Hello, On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse wrote: At this moment I'm configuring an evealuation setup for OTRS. All goes verry well, thanks for all that have created OTRS to what it is. Thanks :). There is however 1 item I cannot find in OTRS: Every ticket should have a 'topic' with it: A subject like item that is selected from a pre-created list of topics. In the end, the usage is to create statistics over these topics, just like the statistics over the queues. That feature isn't implemented in OTRS yet. But maybe you can use the free text fields and use them for your needs. That's one of the things we are looking at. The major problem is that it is to deep into the ticket to set the value. Then, it is a free-text value, where we prefer a pre-defined list of topics. At first idea, a sinlge topic per ticked will do, on the other hand, I can imagine problems that are related to 2 or more topics, hence that should be possible. The final reason for this 'topic' or 'keyword' (to mention an other term) is to take staistics from it: What topics give what number of calls. One other (future) use can be a merge with the faq or other knowledge base. If not, we ofcourse can implement the topic feature for you. Just write a message to [EMAIL PROTECTED] If otrs is to be our final solution, that is one of the things. Regards, C. Beerse ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Otrs problems[Scanned]
Hi Gawliczek , Just a few questions beforehand : 1.) What mail system are you running (Exchange , Linux )? 2.) What are you running OTRS on? (Win32 , Linux , FreeBSD) ? 2.) How are you fetching the mails in OTRS ( PostmasterPOP3 , fetchmail )? 3.) Check your System Log to see if you get any errors when fetching mails We've had the problem where when using the PostmasterPOP3 method , it just hangs randomly. The workaround , and I must say this only worked for a while , was to add the -f 1 option , in other words in your cron job you have setup /opt/otrs/bin/PostmasterPOP3.pl -f 1 to force it. I eventually reverted to forwarding our mail to our secondary (backup) email server , which is running Kolab and this seems to have sorted all our problems. The problem we had was , if the Information Store on our Exchange went down , OTRS went down so I eliminated that issue by forwarding it to our Kolab mail server. I'm not saying build a whole new mail system just for OTRS , just giving you my experiences. Just to add , and I hope I'm not offending anyone , I did not get much joy from the list with this problem. It seems either I asked the wrong way , or everyone just went Oh it's THAT problem again , let him RTFM. To solve your email size limit , goto your SysConfig in the Admin web gui , search for size , it's in Postmaster::Core. You can up your mail size limit there , as well as the amount of mails OTRS fetches (default 20) , I would recommend setting it to like a 100. HTH Daniel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gawliczek Pawel Sent: 01 March 2006 06:50 PM To: otrs@otrs.org Subject: [otrs] Otrs problems[Scanned] Hello, A while ago in our company we have started using OTRS as main support system. Structure is as follows: customer sends an email to account A, from there it is forwarded to account B, where OTRS is downloading it. Unfortunately lately we have encountered that on OTRS no all mails were visible (comparing to mails on account A). Those missing mails don't have any special characters which might have caused any problems to the system. Have any one met such a problem ? If yes, is there any workaround ? Additional question: how to overcome the problem with emails grater than 6 MB. I would really appreciate any ideas. Cheers Gawliczek Pawel ___ 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 oder Consulting fr Ihr OTRS System? = http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Permission errors
I tried to access the Package Manager , gave me an error about permissions so I ran : ./SetPermissions.sh /usr/share/otrs otrs www-data Now I can't access ANYTHING , no Queues nothing. Please help! The error message I'm getting is : Error: Can't create /usr/share/otrs/var/article/check_permissions_2087: Permission denied Regards , Danie Theron ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Stats for otrs 2.0.4[Scanned]
Hi Simone , I would be happy to help with translation. I am also quite interested in implementing this kind of statistics on my OTRS system as well J From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Simone Girlanda Sent: 23 February 2006 11:14 AM To: User questions and discussions about OTRS.org Subject: R: [otrs] Stats for otrs 2.0.4[Scanned] I did an StatusView implementation in order to obtain a dashboard/monitor of help desk activities(see image enclosed, sorry is in Italian). So I'm able to get: Open Tickets Age Distribution (Età dei Ticket Aperti): Number of tickets that are open for more of 3 days, 1 day, 8 hours, 4 hours, new tickets. Activity (Attività svolta): number of ticket opened or closed today, yestarday, this week, last week, this month, last month, this year, last year. Clicking on links (numbers of ticket) show you the list of corresponding tickets (es. list of all tickets that are open for more of 3 days). To obtain stats on closed tickets I first add closed date information (see my thread of 03/02/2006 [otrs] How to stop ticket AGE when ticket is closed http://lists.otrs.org/pipermail/otrs/2006-February/010204.html). I would like to add: Closed Tickets Age Distribution withselections (es. avg of tickets age of closed tickets of last 3 months on customer X). I can post these changes, but I need help to add translations (I inserted Italians tags in the source code). Is it possible to contribute to otrs development ? -Messaggio originale- Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]Per conto di Paul Rhein Inviato: mercoledì 22 febbraio 2006 12.02 A: otrs@otrs.org Oggetto: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p. ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Stats for otrs 2.0.4[Scanned]
Unfortunately I am not much of a programmer , think I probably misunderstood the translation part , but I can certainly give it a bash if you send me the files. I will read up a bit more about the otrs standards ( are we talking structure , linking to other scripts etc?). From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Simone Girlanda Sent: 23 February 2006 12:15 PM To: User questions and discussions about OTRS.org Subject: R: [otrs] Stats for otrs 2.0.4[Scanned] great !! of course the problem is to respect otrs standard, not to translate from Italian to English. is it possible to use otrs CVS and collabrate to otrs implementation ? I can send you files I modified, how can we arrange ? -Messaggio originale- Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]Per conto di Danie Theron Inviato: giovedì 23 febbraio 2006 10.37 A: User questions and discussions about OTRS.org Oggetto: RE: [otrs] Stats for otrs 2.0.4[Scanned] Hi Simone , I would be happy to help with translation. I am also quite interested in implementing this kind of statistics on my OTRS system as well J From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Simone Girlanda Sent: 23 February 2006 11:14 AM To: User questions and discussions about OTRS.org Subject: R: [otrs] Stats for otrs 2.0.4[Scanned] I did an StatusView implementation in order to obtain a dashboard/monitor of help desk activities(see image enclosed, sorry is in Italian). So I'm able to get: Open Tickets Age Distribution (Età dei Ticket Aperti): Number of tickets that are open for more of 3 days, 1 day, 8 hours, 4 hours, new tickets. Activity (Attività svolta): number of ticket opened or closed today, yestarday, this week, last week, this month, last month, this year, last year. Clicking on links (numbers of ticket) show you the list of corresponding tickets (es. list of all tickets that are open for more of 3 days). To obtain stats on closed tickets I first add closed date information (see my thread of 03/02/2006 [otrs] How to stop ticket AGE when ticket is closed http://lists.otrs.org/pipermail/otrs/2006-February/010204.html). I would like to add: Closed Tickets Age Distribution withselections (es. avg of tickets age of closed tickets of last 3 months on customer X). I can post these changes, but I need help to add translations (I inserted Italians tags in the source code). Is it possible to contribute to otrs development ? -Messaggio originale- Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]Per conto di Paul Rhein Inviato: mercoledì 22 febbraio 2006 12.02 A: otrs@otrs.org Oggetto: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p. ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] PostmasterPOP3 error[Scanned]
OK , I have installed a system from scratch , added only one POP3 mailbox and am still getting the same error : ./PostMasterPOP3.pl -f 1 -d 2 Notice: PostMasterPOP3.pl is already running but is starting again! Message 1/200 ([EMAIL PROTECTED]@192.168.135.27) Got no Email at /usr/share/otrs/Kernel/System/PostMaster.pm line 45, PRODUCT line 4. Also when I check the log I get : Can't create PID PostMasterPOP3, because it's already running. I also noticed that is resets this PID after an hour : Removed PID (PostMasterPOP3/ticket.verpakt.com/5879, because 1 hour old! Can this maybe be the problem? I am really at my wits end and would be extremely happy if someone could please help me with this. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: 17 February 2006 04:09 PM To: User questions and discussions about OTRS.org Subject: [otrs] PostmasterPOP3 error[Scanned] Hi , I am experiencing a very frustrating problem when checking mail with the PostmasterPOP3.pl script. When it checks every 10 minutes (cronjob) it sometimes just bombs out with the following error : Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 45. Now I have posted this before , and the reply was that it might be a Postmaster Filter rule , but I haven't added any new rules. I am connecting to an Exchange Server with POP3 accounts. Please , please if anyone has any advise or came across the same problem please respond. TIA Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. --- ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] PostmasterPOP3 error
Hi , I am experiencing a very frustrating problem when checking mail with the PostmasterPOP3.pl script. When it checks every 10 minutes (cronjob) it sometimes just bombs out with the following error : Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 45. Now I have posted this before , and the reply was that it might be a Postmaster Filter rule , but I haven't added any new rules. I am connecting to an Exchange Server with POP3 accounts. Please , please if anyone has any advise or came across the same problem please respond. TIA Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. --- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: RE: [otrs] Sub-Sub Queues[Scanned]
Hi , I have managed to get a workaround for my problem. I first created a Parent Queue with all its sub queues and then simply moved that queue into my desired sub queue. J From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: 15 February 2006 10:39 AM To: User questions and discussions about OTRS.org Subject: Re: RE: [otrs] Sub-Sub Queues[Scanned] then you would create a sub-sub-sub queue and thats not possible afaik but you just asked for sub-subs. ;-)) Li [EMAIL PROTECTED] schrieb am 15.02.2006 08:49:41: Hi Patrick , I tried that but the Sub Queue does not show in the dropdown list of Queues. To explain , I create a main queue called VPL. Under that queue I created a Sub Queue called Help. Under the Help queue I have created another Sub Queue called Management Follow Up. Now if I want to create another queue UNDER the Management Follow Up queue called Finance. So the queue list will look as follows : VPL::Help::Management Follow Up::Finance I can only see the Help queue in the drop down list when creating a new Queue. So you can see my predicament :( -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Patrik Forsberg Sent: 14 February 2006 04:58 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Sub-Sub Queues[Scanned] sure, just create a new queue and select the sub-queue you want it to be a child of. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: Tuesday, February 14, 2006 3:44 PM To: User questions and discussions about OTRS.org Subject: [otrs] Sub-Sub Queues Hi , Just a quick question , is it possible to have sub queues of sub queues? I don't see the option in the web interface. Regards , Danie Theron --- ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Sub-Sub Queues
Hi , Just a quick question , is it possible to have sub queues of sub queues? I don't see the option in the web interface. Regards , Danie Theron --- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Sub-Sub Queues[Scanned]
Hi Patrick , I tried that but the Sub Queue does not show in the dropdown list of Queues. To explain , I create a main queue called VPL. Under that queue I created a Sub Queue called Help. Under the Help queue I have created another Sub Queue called Management Follow Up. Now if I want to create another queue UNDER the Management Follow Up queue called Finance. So the queue list will look as follows : VPL::Help::Management Follow Up::Finance I can only see the Help queue in the drop down list when creating a new Queue. So you can see my predicament :( -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Patrik Forsberg Sent: 14 February 2006 04:58 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Sub-Sub Queues[Scanned] sure, just create a new queue and select the sub-queue you want it to be a child of. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: Tuesday, February 14, 2006 3:44 PM To: User questions and discussions about OTRS.org Subject: [otrs] Sub-Sub Queues Hi , Just a quick question , is it possible to have sub queues of sub queues? I don't see the option in the web interface. Regards , Danie Theron --- ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] error
Hi All , I've been receiving some of these messages since Saturday , not sure what it means. Any help would be appreciated. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Message: , SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (69151, ?, current_timestamp, 1, current_timestamp, 1)' Traceback (3851): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.31) Line: 203 Module: Kernel::System::PostMaster::FollowUp::Run (v1.40) Line: 191 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 440. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Message: MySQL server has gone away, SQL: 'SELECT content_path FROM article WHERE id = 69151' Traceback (3851): Module: Kernel::System::Ticket::Article::ArticleGetContentPath (v1.94) Line: 534 Module: Kernel::System::Ticket::ArticleStorageDB::ArticleAttachmentIndex (v1.31) Line: 345 Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment (v1.31) Line: 225 Module: Kernel::System::PostMaster::FollowUp::Run (v1.40) Line: 198 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 440. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Message: MySQL server has gone away, SQL: 'SELECT filename, content_type, content_size FROM article_attachment WHERE article_id = 69151 ORDER BY id' Traceback (3851): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleAttachmentIndex (v1.31) Line: 357 Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment (v1.31) Line: 225 Module: Kernel::System::PostMaster::FollowUp::Run (v1.40) Line: 198 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 376. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Regards , Danie Theron ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Agent AddressBook
Hi , When creating a new ticket , there is an AddressBook link which pops up another window for searching for email addresses etc. Where does OTRS store these addresses? I need to add a few non OTRS emails to this Address Book , for when agents need to correspond to people other than on OTRS. I searched the mailing list but could find any reference. TIA Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. --- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Error when accesing SysConfig
Hi all , Installed a new OTRS system on Debian Sarge , getting the following error when trying to access the SysConfig via the web interface. Can't locate object method new via package XML::Parser::Lite at ../..//Kernel/System/XML.pm line 781 How can I check which Perl modules I have currently installed , and what I need? Regards , Daniel The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. --- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Error when accesing SysConfig
Tried to install the missing modules through CPAN , but got a lot of errors etc (too much to paste) , I'm using debian , isn't there any debian perl module repositories I can just add to my sources.list to make this less painful? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Patrik Forsberg Sent: 31 January 2006 05:24 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Error when accesing SysConfig snip from INSTALL document 1. Install CPAN Modules (if needed): - Note: use bin/otrs.checkModules to get an overview of all installed and required cpan modules. /snip -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: Tuesday, January 31, 2006 4:16 PM To: User questions and discussions about OTRS.org Subject: [otrs] Error when accesing SysConfig Hi all , Installed a new OTRS system on Debian Sarge , getting the following error when trying to access the SysConfig via the web interface. Can't locate object method new via package XML::Parser::Lite at ../..//Kernel/System/XML.pm line 781 How can I check which Perl modules I have currently installed , and what I need? Regards , Daniel -- -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- -- --- ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] OTRS statistics
Hi Edgar , I was searching for statistic related questions on the mailing list and came across your contribution , unfortunately the zip file was not present. Could you possibly send me the zip file , I would really like to have a look at it. Dear all, During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc. The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) . - Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails) efficiency: - E-mail time calculations: Open time Reply time Resolution time efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes Best regards (and happy holidays), Edgar Meij Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands helpdesk website: http://www.hostnet.nl/helpdesk helpdesk: E-mail Protected tel : 020 // 7500 811 fax : 020 // 7500 825 sales : E-mail Protected administratie: E-mail Protected -Original Message- From: Edgar Meij [mailto:[EMAIL PROTECTED] Sent: 09 August 2005 04:49 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS statistics Hi Ravi, Can you try running a MySQL query and post the results: connect to mysql, e.g. mysql -u [user] -h [host] -p USE otrs SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE history_type_id=1 AND create_time BETWEEN '2004-07-01' AND '2004-07-31' + INTERVAL 1 DAY; Which version of OTRS are you using btw? You can also try and select no queues. The script will then simply use all tickets. regards, Edgar Meij -- 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question' ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Default 'All Tickets' in Tickets Shown
Hi , Is it possible to set the Ticket View for certain groups to All Tickets for certain Queues? Basically I want senior agents to be able to view all tickets by default when they click on a Queue. Searched the SysConfig and the mailing list , but no answer TIA Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. --- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] OTRS statistics
So I am to assume it's the standard Stats output that appears on the 'Stats' link? OK , to my next question , Is it possible to integrate the Stats page into the Agent Frontend (like total tickets open , by agent etc)? I'm not much of a coder/scripter so not really sure where to start looking (but eager to learn :). Our other helpdesk is running request tracker 3.4.5 , and I would really like to convince the powers that be that OTRS is the better option , hence the Stats questions (and I'm sure many more to come :P ) Many thanks in advance! Hopefully with your help I can get OTRS to replace RT :P -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Hathiramani Sent: 27 January 2006 03:33 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS statistics As far as I am aware, the module that you are looking for a zip file for has been integrated into the latest releases. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of BALAN, Daniel Sent: 27 January 2006 13:11 To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] OTRS statistics I am interested in this too. Daniel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: Friday, January 27, 2006 10:09 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS statistics Hi Edgar , I was searching for statistic related questions on the mailing list and came across your contribution , unfortunately the zip file was not present. Could you possibly send me the zip file , I would really like to have a look at it. Dear all, During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc. The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;- ) . - Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails) efficiency: - E-mail time calculations: Open time Reply time Resolution time efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes Best regards (and happy holidays), Edgar Meij Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands helpdesk website: http://www.hostnet.nl/helpdesk helpdesk: E-mail Protected tel : 020 // 7500 811 fax : 020 // 7500 825 sales : E-mail Protected administratie: E-mail Protected -Original Message- From: Edgar Meij [mailto:[EMAIL PROTECTED] Sent: 09 August 2005 04:49 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS statistics Hi Ravi, Can you try running a MySQL query and post the results: connect to mysql, e.g. mysql -u [user] -h [host] -p USE otrs SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE history_type_id=1 AND create_time BETWEEN '2004-07-01' AND '2004-07-31' + INTERVAL 1 DAY; Which version of OTRS are you using btw? You can also try and select no queues. The script will then simply use all tickets. regards, Edgar Meij -- 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question' ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? http://www.otrs.de/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/ ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ Finalist - Recruiter Awards for Excellence 2006 Best Online Service Best Public
RE: [otrs] Admin button gone for [EMAIL PROTECTED]
Hi ,
I'm afraid I don't have an easy answer for you , best I can think of (if you
haven't already reinstalled) is to reinstall.
There's a Defaults.pm file in /Kernel/Config with some helpful info , just copy
whatever you need into your Config.pm
Alternatively set $Self-{'SecureMode'} = 0 in your Config.pm and run the
installer.pl again.
HTH
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Oliver Buckie
Sent: 23 January 2006 07:15 PM
To: User questions and discussions about OTRS.org
Subject: AW: [otrs] Admin button gone for [EMAIL PROTECTED]
Importance: High
Hi Danie, I still have not managed to change my [EMAIL PROTECTED] rights. Not
sure which Config.pm file to change and what code within. Any further
feedback would be really appeciated. Thanks.
-Ursprüngliche Nachricht-
Von: Oliver Buckie
Gesendet: Montag, 23. Januar 2006 13:39
An: 'User questions and discussions about OTRS.org'
Betreff: AW: [otrs] Admin button gone for [EMAIL PROTECTED]
Yep, you've got it - I played around with Group settings! I done a quick
search for Config.pm and found 9 in different dirs. Please advise which
one I need to edit and which command line - is it $Self-{'SecureMode'} =
0;
Thanks
-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von
Danie Theron
Gesendet: Montag, 23. Januar 2006 13:32
An: User questions and discussions about OTRS.org
Betreff: RE: [otrs] Admin button gone for [EMAIL PROTECTED]
Hmmm , did you fiddle around with the Group settings by any chance? Best
would be to set your Security to 0 in Config.pm , and start over :P
Maybe create a superuser account to avoid such things...
My 2c
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
Of Oliver Buckie
Sent: 23 January 2006 02:24 PM
To: otrs@otrs.org
Subject: [otrs] Admin button gone for [EMAIL PROTECTED]
I've been 'playing' with OTRS 2.0.4 (installed on a Windows platform).
Logged in as [EMAIL PROTECTED] and through the Admin menu, I setup many
system-wide settings. I rebooted my server, logged in again as
[EMAIL PROTECTED] and the Admin button has disappeared! Aaahhh, now I
can't continue with the system setup - what have I done wrong and how
can I fix it?
Many thanks for your help.
___
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RE: [otrs] Receiving emails via POP3 accounts
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Oliver Buckie Sent: 23 January 2006 01:52 PM To: otrs@otrs.org Subject: [otrs] Receiving emails via POP3 accounts I have installed OTRS 2.0.4 on a Windows platform. In our environment, we have an Exchange 2003 server which collects emails from POP3 accounts at an ISP. In OTRS, I have configured some POP3 accounts via the admin interface (PostMaster POP3 Account). Now I am ready to collect mails (either from the Exchange server or ISP), but I don't know how! I've read that one can manually execute ./bin/PostMasterPOP3.pl or setup a cron job for var/cron/postmaster_pop3.dist, but in a Windows environment, I don't know how to do this. I would really appreciate your feedback - I am totally new to OTRS - please go easy with me ;O) Hi Oliver , Easiest way would be through the Admin Interface ( POP3 Accounts) , just go enter your POP3 account details. As for the cron jobs , I think you should be able to run it in a batch job (I'm running Linux so not familiar with the win32 ver) :) HTH. Daniel ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Admin button gone for [EMAIL PROTECTED]
Hmmm , did you fiddle around with the Group settings by any chance? Best would be to set your Security to 0 in Config.pm , and start over :P Maybe create a superuser account to avoid such things... My 2c -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Oliver Buckie Sent: 23 January 2006 02:24 PM To: otrs@otrs.org Subject: [otrs] Admin button gone for [EMAIL PROTECTED] I've been 'playing' with OTRS 2.0.4 (installed on a Windows platform). Logged in as [EMAIL PROTECTED] and through the Admin menu, I setup many system-wide settings. I rebooted my server, logged in again as [EMAIL PROTECTED] and the Admin button has disappeared! Aaahhh, now I can't continue with the system setup - what have I done wrong and how can I fix it? Many thanks for your help. ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Flush all queues
Hi , Hope all had a great holiday! Ok , I have about 1+ tickets in my queues , and was wondering if there are a easier/better way to remove them? I'm using the Generic Agent to close them , but it seems it can only close 200 tickets at a time? Is there a way to increase this amount , or some other way to complete clean out my Queues? I'm running OTRS 2.04 on fedora 3 , TIA Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. --- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] PostMasterPOP3 error
Hi , Other than rebuilding my OTRS box , I am not sure what the problem is. I did check the archives , but none of those solutions seems to apply to my problem. When I manually run PostMasterPOP3.pl , it gives me the error ,Can't create PID PostMasterPOP3, because it's already running. I added the if option and that seemed to work for a while , but now still I'm getting the above error. I also noticed that if I leave the cronjob to run it , it still gives the error as well , only after a while does it start to fetch new mail. I changed the default mail msg size in the Sysconfig , can this affect it as well? Also certain POP3 mailboxes I added in OTRS does not get checked , even though I tested it and it works. I hope this is enough information to constitute a response as I am at my wits end. TIA Daniel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: 15 December 2005 12:59 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] PostMasterPOP3 error , please help![Scanned] How does the process id lock work exactly? Is there a way to set the default PID unlock to less (/Kernel/System/PID.pm?). Is there ANYONE that maybe has/had the same problem. Really a head scratcher , any help would be greatly appreciated. TIA -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: 14 December 2005 12:35 PM To: otrs@otrs.org Subject: [otrs] PostMasterPOP3 error , please help![Scanned] Hi , I am getting the following error , what baffles me is when I try and kill the process ID , it's not even there. Can't create PID PostMasterPOP3, because it's already running I did a search on the archives , I didn't add any new funny rules or anything. It also seems the -f option no longer works :( Please help , I'm in dire need. Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. --- ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] PostMasterPOP3 error , please help![Scanned]
How does the process id lock work exactly? Is there a way to set the default PID unlock to less (/Kernel/System/PID.pm?). Is there ANYONE that maybe has/had the same problem. Really a head scratcher , any help would be greatly appreciated. TIA -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: 14 December 2005 12:35 PM To: otrs@otrs.org Subject: [otrs] PostMasterPOP3 error , please help![Scanned] Hi , I am getting the following error , what baffles me is when I try and kill the process ID , it's not even there. Can't create PID PostMasterPOP3, because it's already running I did a search on the archives , I didn't add any new funny rules or anything. It also seems the -f option no longer works :( Please help , I'm in dire need. Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. --- ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] PostMasterPOP3 error , please help!
Hi , I am getting the following error , what baffles me is when I try and kill the process ID , it's not even there. Can't create PID PostMasterPOP3, because it's already running I did a search on the archives , I didn't add any new funny rules or anything. It also seems the -f option no longer works :( Please help , I'm in dire need. Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. --- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Windows test box
Hi Sergio ,
Firstly , I would recommend setup otrs on a linux box from the start (I have
experienced problems moving from Win32 to Nix , not going into the sad story :P
).
If you have a SMTP server you need to specify that in your /Kernel/Config.pm
# SendmailModule
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = 'ur.smtp.host.ip';
$Self-{'SendmailModule::AuthUser'} = '';
$Self-{'SendmailModule::AuthPassword'} = '';
You'll also find some useful settings in Kernel/Config/Defaults.pm , just copy
into /Kernel/Config.pm
HTH
Daniel
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Sergio Veltri
Sent: 22 November 2005 02:28 PM
To: otrs@otrs.org
Subject: [otrs] Windows test box
Dear list:
I installed otrs on Windows as test box. I will later one move it to linux
for production. My question is how do you make Win to send out emails
since
sendmail is to part of it?
Also when I create a new user it tells me that the email is invalid. Any
ideas?
Thanks
Sergio
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RE: [otrs] Per User Stats
Morning , I am not sure if I asked my question the wrong way , or if everyone is going Just RTFM you idiot , but the lack of response is kind of frustrating. I realize this is an open list , and questions may or may not be answered , if anyone can make the time to help me in my dilemma that would be greatly appreciated. Also if this is a commercial support request , would the developers please respond so we can take the appropriate route. TIA , and eagerly awaiting response... Daniel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: 18 November 2005 12:21 PM To: otrs@otrs.org Subject: [otrs] Per User Stats Hi , This has probably been a previous request , what is the changes needed for the Stats function to report on a per user/agent basis. Has anyone implemented such a function? I would assume it's a database query , but not sure as where to start. If this is a commercial support request , what is the process? TIA Regards , Danie Theron ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Per User Stats
Thanks a lot Mike , this sure helps a lot , will play around with the SQL queries etc. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Seigafuse, Mike Sent: 21 November 2005 02:34 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Per User Stats Not sure exactly which stats you might want per user and if an external method would be an option for you or not. This might be of some help - http://www.mail-archive.com/otrs@otrs.org/msg02234.html Mike -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: Monday, November 21, 2005 3:03 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Per User Stats Morning , I am not sure if I asked my question the wrong way , or if everyone is going Just RTFM you idiot , but the lack of response is kind of frustrating. I realize this is an open list , and questions may or may not be answered , if anyone can make the time to help me in my dilemma that would be greatly appreciated. Also if this is a commercial support request , would the developers please respond so we can take the appropriate route. TIA , and eagerly awaiting response... Daniel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Danie Theron Sent: 18 November 2005 12:21 PM To: otrs@otrs.org Subject: [otrs] Per User Stats Hi , This has probably been a previous request , what is the changes needed for the Stats function to report on a per user/agent basis. Has anyone implemented such a function? I would assume it's a database query , but not sure as where to start. If this is a commercial support request , what is the process? TIA Regards , Danie Theron ___ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Per User Stats
Hi , This has probably been a previous request , what is the changes needed for the Stats function to report on a per user/agent basis. Has anyone implemented such a function? I would assume it's a database query , but not sure as where to start. If this is a commercial support request , what is the process? TIA Regards , Danie Theron If you dislike change, you're going to dislike being irrelevant even more. I am root. If you see me laughing, you better have a backup. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Postmasterfilter Questions
Hi all , Can one define more than one header check , for instance if a mail is to [EMAIL PROTECTED] AND the body contains viagra , move it to the SPAM queue. Also , if defining a Body filter , is it case sensitive?Will it search for anything in the body with that specific word or phrase in it?Can one use regular expressions in the filter?I am actually quite new to regexp :) , so maybe if someone could give me a real world example that would be first prize , otherwize a point to a rtfm or something would also help. TIA! Daniel ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] PostmasterPOP3.pl hanging
Hi , hopefully someone will answer my dilemma... I ran the PosmasterPOP3.pl script manually to retrieve some mails , but now I'm getting errors when the cron job runs that it is already running! Wed Oct 19 16:10:23 2005 notice OTRS-PM3-10 Can't create PID PostMasterPOP3, because it's already running (192.168.135.111/17907)! How do I manually stop the script/process? I tried restarting otrs /etc/init.d otrs restart , but that didn't solve the problem. Please help! -- Regards , Danie Theron --- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] PostmasterPOP3.pl hanging
Hi Eric , I removed recently added filters , and it worked (for a while :( ) , still getting the errors : Wed Oct 19 18:20:07 2005 notice OTRS-PM3-10 Can't create PID PostMasterPOP3, because it's already running (192.168.135.111/3088)! It was working before with the existing filters , what else can be the problem?? Please any help would be appreciated as this is seriously inhibiting productivity! Eric Brayet wrote: Hi, I had the same issue when I created a PostMaster Filter with an invalid regular expression. For example : [EMAIL PROTECTED] If you (or your administrators) recently modified PostMaster Filters, that may be it. Eric B. Le Wed, 19 Oct 2005 16:19:05 +0200, Danie Theron [EMAIL PROTECTED] a écrit: Hi , hopefully someone will answer my dilemma... I ran the PosmasterPOP3.pl script manually to retrieve some mails , but now I'm getting errors when the cron job runs that it is already running! Wed Oct 19 16:10:23 2005 notice OTRS-PM3-10 Can't create PID PostMasterPOP3, because it's already running (192.168.135.111/17907)! How do I manually stop the script/process? I tried restarting otrs /etc/init.d otrs restart , but that didn't solve the problem. Please help! ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] PostmasterPOP3.pl hanging
Ok , tried with the -f option and debug option , got a few errors : Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. and ...then it just stops with ... Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 45. It's fine to force it manually , but I'm not looking forward to receiving calls in the middle of the night complaining about no new tickets in the queue..:) Also , is there a way to increase the amount of mails fetched (20 seems the default) before it reconnects? Danie Theron wrote: Hi Eric , I removed recently added filters , and it worked (for a while :( ) , still getting the errors : Wed Oct 19 18:20:07 2005 notice OTRS-PM3-10 Can't create PID PostMasterPOP3, because it's already running (192.168.135.111/3088)! It was working before with the existing filters , what else can be the problem?? Please any help would be appreciated as this is seriously inhibiting productivity! Eric Brayet wrote: Hi, I had the same issue when I created a PostMaster Filter with an invalid regular expression. For example : [EMAIL PROTECTED] If you (or your administrators) recently modified PostMaster Filters, that may be it. Eric B. Le Wed, 19 Oct 2005 16:19:05 +0200, Danie Theron [EMAIL PROTECTED] a écrit: Hi , hopefully someone will answer my dilemma... I ran the PosmasterPOP3.pl script manually to retrieve some mails , but now I'm getting errors when the cron job runs that it is already running! Wed Oct 19 16:10:23 2005 notice OTRS-PM3-10 Can't create PID PostMasterPOP3, because it's already running (192.168.135.111/17907)! How do I manually stop the script/process? I tried restarting otrs /etc/init.d otrs restart , but that didn't solve the problem. Please help! ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] PostmasterPOP3.pl hanging
Ok , decided to add the -f option in the crontab , seems to be working , would still like to know what the problem was/is (it's late , seeing double :-P ) Danie Theron wrote: Ok , tried with the -f option and debug option , got a few errors : Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. and ...then it just stops with ... Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 45. It's fine to force it manually , but I'm not looking forward to receiving calls in the middle of the night complaining about no new tickets in the queue..:) Also , is there a way to increase the amount of mails fetched (20 seems the default) before it reconnects? Danie Theron wrote: Hi Eric , I removed recently added filters , and it worked (for a while :( ) , still getting the errors : Wed Oct 19 18:20:07 2005 notice OTRS-PM3-10 Can't create PID PostMasterPOP3, because it's already running (192.168.135.111/3088)! It was working before with the existing filters , what else can be the problem?? Please any help would be appreciated as this is seriously inhibiting productivity! Eric Brayet wrote: Hi, I had the same issue when I created a PostMaster Filter with an invalid regular expression. For example : [EMAIL PROTECTED] If you (or your administrators) recently modified PostMaster Filters, that may be it. Eric B. Le Wed, 19 Oct 2005 16:19:05 +0200, Danie Theron [EMAIL PROTECTED] a écrit: Hi , hopefully someone will answer my dilemma... I ran the PosmasterPOP3.pl script manually to retrieve some mails , but now I'm getting errors when the cron job runs that it is already running! Wed Oct 19 16:10:23 2005 notice OTRS-PM3-10 Can't create PID PostMasterPOP3, because it's already running (192.168.135.111/17907)! How do I manually stop the script/process? I tried restarting otrs /etc/init.d otrs restart , but that didn't solve the problem. Please help! ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] No QueueID
Hi all , Get a lot of the following error from my Cron Deamon : ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Thu Oct 6 03:05:05 2005 Message: Found no $QueueID for CrazyVegas! Traceback (19781): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.16) Line: 111 Module: Kernel::System::PostMaster::Run (v1.52) Line: 233 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 Not sure what this is , can anyone shed some light on this? -- Regards , Danie Theron -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Language Support
Hi , How can one incorporate different languages into OTRS , for example , a customer sends a mail in french , the agent then translates from FrenchEnglish , responds to the ticket and then translates back EnglishFrench.I read somewhere in the list about using 3rd party language tools , but think that was more geared towards the Spellchecker. Any hints/tips/links will be greatly appreciated. -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Getting Email working in Windows
John D. Morris wrote:
Hi all.
I’m fairly new to OTRS, and am having a bit of a time getting emails
to work. I have one queue (IT) with 4 subqueues (one for each tech). I
would like to have an automated email dispatched to each tech whenever
a ticket is entered into their subqueue. I do not want the customers
to be receiving emails, however, as we use OTRS strictly for internal
tracking.
Well , first of all you probably need to setup the SMTP relay , edit
your Config.pm and add the following :
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway';
$Self-{'SendmailModule::AuthUser'} = '[EMAIL PROTECTED]';
$Self-{'SendmailModule::AuthPassword'} = '';
You can then through the Admin interface setup each tech user and make
sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then
in the Preferences setup his/her 'My Queues' to be notified on.
OTRS is installed on a workstation that is a domain member. Our email
server is MS Exchange 2000. Can anyone give me a hand?
I assume this is your SMTP server as well , in that case see above ,
otherwise just use whatever SMTP gateway you use as 'Host'.Also just a
note , if your Exchange server handles both POP3/IMAP , OTRS default
setup is POP3 so all mails will be pulled from the server.What I did
(and hopefully I won't get scorned for this :p) is to setup a 2nd
account for OTRS (let's say main account is [EMAIL PROTECTED] , then
create a 2nd for POP3 [EMAIL PROTECTED] and just fwd anything
from tech1 to otrstech1).I know this sounds like a lot of work , but my
paranoia creeped in and I decided to do it that way.
HTH
Daniel
Thanks in Advance,
John M.
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Re: [otrs] Getting Email working in Windows
John D. Morris wrote:
I've done this in \otrs\otrs\kernel:
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = '192.168.0.5';
$Self-{'SendmailModule::AuthUser'} = '[EMAIL PROTECTED]';
$Self-{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS';
Then in the user object in OTRS, I have my email address in my user, and have the IT
queue, and my subqueue highlighted in my queues. Still no luck though.
Sorry to ask again , but did you enable the New ticket notification in
the user object? I'm not sure if a restart of OTRS is needed , also
maybe someone with a Windows setup can help more (I'm running on
Debian).Also , maybe make sure you're not running Windows Firewall or
some firewall software on the OTRS system (well you can but make sure to
enable SMTP traffic , I think :P)
-Original Message-
From: Danie Theron [mailto:[EMAIL PROTECTED]
Sent: Monday, October 10, 2005 9:53 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Getting Email working in Windows
John D. Morris wrote:
Hi all.
I'm fairly new to OTRS, and am having a bit of a time getting emails
to work. I have one queue (IT) with 4 subqueues (one for each tech). I
would like to have an automated email dispatched to each tech whenever
a ticket is entered into their subqueue. I do not want the customers
to be receiving emails, however, as we use OTRS strictly for internal
tracking.
Well , first of all you probably need to setup the SMTP relay , edit
your Config.pm and add the following :
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway';
$Self-{'SendmailModule::AuthUser'} = '[EMAIL PROTECTED]';
$Self-{'SendmailModule::AuthPassword'} = '';
You can then through the Admin interface setup each tech user and make
sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then
in the Preferences setup his/her 'My Queues' to be notified on.
OTRS is installed on a workstation that is a domain member. Our email
server is MS Exchange 2000. Can anyone give me a hand?
I assume this is your SMTP server as well , in that case see above ,
otherwise just use whatever SMTP gateway you use as 'Host'.Also just a
note , if your Exchange server handles both POP3/IMAP , OTRS default
setup is POP3 so all mails will be pulled from the server.What I did
(and hopefully I won't get scorned for this :p) is to setup a 2nd
account for OTRS (let's say main account is [EMAIL PROTECTED] , then
create a 2nd for POP3 [EMAIL PROTECTED] and just fwd anything
from tech1 to otrstech1).I know this sounds like a lot of work , but my
paranoia creeped in and I decided to do it that way.
HTH
Daniel
Thanks in Advance,
John M.
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Re: [otrs] Getting Email working in Windows
John D. Morris wrote:
Yes, in the User object I have New Ticket Notification set to Yes. And I
have the windows firewall completely shut off on the OTRS system
OK , only other thing I can think of is to try and telnet to your smtp
server on port 25 and see if it opens a connection.Also , I'm not sure
if you need to first create a default email account on OTRS for
receiving any mail.Unfortunately this is how far my knowledge goes (bit
of an OTRS newbie myself :)
-Original Message-
From: Danie Theron [mailto:[EMAIL PROTECTED]
Sent: Monday, October 10, 2005 10:51 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Getting Email working in Windows
John D. Morris wrote:
I've done this in \otrs\otrs\kernel:
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = '192.168.0.5';
$Self-{'SendmailModule::AuthUser'} = '[EMAIL PROTECTED]';
$Self-{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS';
Then in the user object in OTRS, I have my email address in my user, and have the IT
queue, and my subqueue highlighted in my queues. Still no luck though.
Sorry to ask again , but did you enable the New ticket notification in
the user object? I'm not sure if a restart of OTRS is needed , also
maybe someone with a Windows setup can help more (I'm running on
Debian).Also , maybe make sure you're not running Windows Firewall or
some firewall software on the OTRS system (well you can but make sure to
enable SMTP traffic , I think :P)
-Original Message-
From: Danie Theron [mailto:[EMAIL PROTECTED]
Sent: Monday, October 10, 2005 9:53 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Getting Email working in Windows
John D. Morris wrote:
Hi all.
I'm fairly new to OTRS, and am having a bit of a time getting emails
to work. I have one queue (IT) with 4 subqueues (one for each tech). I
would like to have an automated email dispatched to each tech whenever
a ticket is entered into their subqueue. I do not want the customers
to be receiving emails, however, as we use OTRS strictly for internal
tracking.
Well , first of all you probably need to setup the SMTP relay , edit
your Config.pm and add the following :
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway';
$Self-{'SendmailModule::AuthUser'} = '[EMAIL PROTECTED]';
$Self-{'SendmailModule::AuthPassword'} = '';
You can then through the Admin interface setup each tech user and make
sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then
in the Preferences setup his/her 'My Queues' to be notified on.
OTRS is installed on a workstation that is a domain member. Our email
server is MS Exchange 2000. Can anyone give me a hand?
I assume this is your SMTP server as well , in that case see above ,
otherwise just use whatever SMTP gateway you use as 'Host'.Also just a
note , if your Exchange server handles both POP3/IMAP , OTRS default
setup is POP3 so all mails will be pulled from the server.What I did
(and hopefully I won't get scorned for this :p) is to setup a 2nd
account for OTRS (let's say main account is [EMAIL PROTECTED] , then
create a 2nd for POP3 [EMAIL PROTECTED] and just fwd anything
from tech1 to otrstech1).I know this sounds like a lot of work , but my
paranoia creeped in and I decided to do it that way.
HTH
Daniel
Thanks in Advance,
John M.
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[otrs] Error messages
I constantly get the following messages from the cron jobs ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Wed Oct 5 22:35:04 2005 Message: Found no $QueueID for CrazyVegas! Traceback (19141): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.16) Line: 111 Module: Kernel::System::PostMaster::Run (v1.52) Line: 233 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 As Well as Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Not sure if this is a huge problem , and if it affecting any mails coming into this spesific queue? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Ticket ownership and escalation
Hi All! When a ticket is escalated , and ownership gets taken , but the ticket is not closed and the unlock directive is specified in that particular Queue , will the ticket still have the escalated time on it when unlocked , or will it reset when unlocked? Hope that made sense :) TIA -- Regards , Danie Theron - ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Moving ticket to another Queue nullifies escalation
Hi All , It seems that if a ticket is escalated , and you move it into another queue , the escalation is set back to zero.Is there a way to keep the escalated time on a ticket , even if such a ticket is moved? Just want to prevent agents from moving escalated tickets to circumvent the system? P.S Will probably be asking lots of questions like these , as we are implementing OTRS (great system btw!) the following 2 weeks :) -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognis(z)e a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] backup script not working
Hi All , When I try and run the backup.sh (2.0 manual still refers to it as backup.pl btw) script I get the following error: ./backup.sh -j -b /opt/otrs/bin -c /opt/otrs/Kernel/Config/ -d /backup backup.sh - a backup script for OTRS $Revision: 1.10 $ mkdir: cannot create directory `/backup/2005-10-03_16-38': No such file or directory Did create the backup dir with otrs as user. Not being a scripting guru or anything , didn't wanto to go fiddle in the actual script.Do u need to be logged in as otrs?Can I 'touch' a file and pint the script to that? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Problem with adding queues to My queues
Hi , How does the Queue selection work in Preferences , if a Queue is part of a certain group , and users are added to that group , they should be able to see that queue in My Queues , correct? I have created a group called cc-agents , and added a few junior agents to it.There is a default queue assigned to this group called 'VPL , but when an agent logs in , he can't see the Queue.Is there a way to assign multiple groups to a Queue.If someone can explain the logic (maybe I'm just a noob now :P) , that would be great. TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] English manual - Help with translation
Hi Christian , I would be happy to help with the checking of the manual.My time is a tad limited however , but I will help out where I can. Maybe if others are interested , we can divide the manual into sections and assign it accordingly. OTRS helped me , only curteous to return the favour :) Christian Schoepplein wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hello, I finished the admin manual for OTRS 2.x. It is available on http://doc.otrs.org since a few days (English and German version). Because I'm no native English speaker, there are many gramatical errors, spelling mistakes, typos, e.g. in the English docu for sure :(. I would be very glad, if someone with better English knowledge can help me to improve the quality of the manual. Bug reports on any spelling mistakes, gramatical errors or typos, but also on mistakable explanations or verbalisations would be highly appreciated! Please report bugs in the manual on http://bugs.otrs.org or send a mail directly to me, if you like to help with the documentation for OTRS. If you like translate the manual into other languages let me also know! Best regards and thanks a lot for your support and help! Christian - -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.2 (GNU/Linux) iD8DBQFDOVnxTFWOq90iSiERAorRAJ9g6KnocRcZtETuOqF4y90OCWMr3ACfYCE9 vgfoiuHPk9Sw4RrilhmB3JY= =QsT3 -END PGP 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/ -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Problem connecting with PostmasterPOP3.pl
Hi , When I run the PostmasterPOP3.pl script I get the following error: ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Fri Sep 23 17:25:02 2005 Message: Can't connect to [mailserver].[mydomain].com Traceback (4447): Module: main::FetchMail (v1.16) Line: 154 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 will this be a perl module that's missing or something? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Upgrade from 1.3 to 2.0.2
Hi , Been using otrs and it is quite impressive. I'm running a Debian (Ubuntu) system , and was wondering what the process is for upgrading to ver 2 , but on the download section I see it still refers to the otrs_2.0.1p01-1.Is this still a beta version? Will there be an actual release of a stable version (for Debian) for upgrading? My question is , can I go ahead and upgrade with the above mentioned package? , and if someone has any tips/pitfalls for upgrading on Debian that would be greaty appreciated :) -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : [EMAIL PROTECTED] tel: +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Accounted Time
Hi All , How does the Accounted Time feature work , does the agent simply enter the amount of real time spent on a ticket , and is this measured in hours/minutes/value? TIA -- Regards , @-@ | Danie Theron| | Systems Administrator | | Verpakt Management Services | | email : [EMAIL PROTECTED] | | tel: +2711 6020117 | @-@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. Time is an illusion. Lunchtime double so. (Douglas Adams.) -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Debian Install
Hi , Is there a install howto for Debian (i'm using Ubuntu) , i am having difficulty getting OTRS to work on it. Basically I followed the steps: apt-get install otrs It solves all the dependencies etc , but when I go to the installer I get Not Found error.Forgive my newbie-ness , I did manage to get it going on a WinXp machine (for testing purposes) but now need to setup a production box , and would prefer nix back to the drawing board... -- Regards , @-@ | Danie Theron| | Systems Administrator | | Verpakt Management Services | | email : [EMAIL PROTECTED] | | tel: +2711 6020117 | @-@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. Time is an illusion. Lunchtime double so. (Douglas Adams.) -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] MySQL socket error
Christian Schoepplein wrote:
Hi Danie,
On Wed, Aug 03, 2005 at 02:32:08PM +0200, Danie Theron wrote:
Ok finally got the Config.pm file setup (correctly I hope:P) , getting
the following error when trying to connect to the interface:
Error: Can't connect to local MySQL server through socket
'/var/lib/mysql/mysql.sock' ([..]
Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Aug 3
14:23:59 2005
Message: Can't connect to local MySQL server through socket
'/var/lib/mysql/mysql.sock' (13)
Traceback (11236):
Module: Kernel::System::DB::new (v1.44) Line: 168
Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 150
Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(v) Line: 48
Module: (eval) (v1.80) Line: 202
Module: ModPerl::RegistryCooker::run (v1.80) Line: 202
Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168
Module: ModPerl::Registry::handler (v1.99) Line: 30
The traceback is totally unfamiliar ground for me , so any help would be
appreciated.
You can connect to a mysql server either via a socket (a special file
in your file system) or TCP/IP (like a connection via a network).
If OTRS and the mysql DB are installed on the same machine and a
connection via a mysql socket is possible, you should use this type of
connection, because its faster than TCP/IP.
I checked to see if I actually have mysql.sock on my system , and it
seems I didn't start mysqld as 'root' , restarted as 'root' and there it
was (mysql.sock) although not in the same location as stated in the
Config.pm (it was in /var/lib/mysql/mysql.sock) , so changed it
accordingly.But
OK, first of all, check if the connection is working at all. Execute the
following command:
mysql -p hot -u otrs -h localhost
Enter password:
Welcome to the MySQL monitor. Commands end with ; or \g.
Your MySQL connection id is 8 to server version: 3.23.58
Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
mysql
OK so it looks like I can connect to my MySQL
You should be able to log in to your mysql server, if ervery thing works
fine.
# DatabaseDSN
# (The database DSN for MySQL == more: man DBD::mysql)
$Self-{DatabaseDSN} =
DBI:mysql:database=$Self-{Database};host=$Self-{DatabaseHost};;
So I followed the FAQ (below) and added the (edited to correspond to my
mysql.sock) line :
$Self-{DatabaseDSN}=DBI:mysql:otrs;hostname=localhost;mysql_socket=/var/lib/mysqld/mysqld.sock;
I then restart otrs (/etc/init.d/otrs restart :
Checking database connect... DBI
connect('otrs;hostname=localhost;mysql_socket=/var/lib/mysqld/mysqld.sock','otrs',...)
failed: Can't connect to local MySQL server through socket
'/var/lib/mysqld/mysqld.sock' (2) at /opt/otrs/Kernel/System/DB.pm line 191
ERROR: OTRS-CheckDB-10 Perl: 5.8.5 OS: linux Time: Thu Aug 4 10:26:47 2005
Message: Can't connect to local MySQL server through socket
'/var/lib/mysqld/mysqld.sock' (2)
Traceback (13914):
Module: Kernel::System::DB::new (v1.44) Line: 168
Module: /opt/otrs/bin/CheckDB.pl (v1.12) Line: 47
I am quite baffled (and frustrated) by this , so any help would be
hugely appreciated.
Thats the connection string for your database. TWith this setting you
connect via TCP/IP to your mysql server. See
http://portal.otrs.de/otrs/public.pl?Action=FAQID=38
if you like to connect through a socket.
But first of all you have to check, which kind of connection your mysql
server accepts.
Regards,
Christian
--
Regards ,
@-@
| Danie Theron|
| Network Administrator |
| Verpakt Management Services |
| email : [EMAIL PROTECTED] |
| tel: +2711 6020117 |
@-@
If you dislike change, you're going to dislike being irrelevant even more.
Only two things are infinite, the universe and human stupidity, and I'm
not sure about the former.
Time is an illusion. Lunchtime double so. (Douglas Adams.)
--
The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you
received this in error, please contact the sender and delete the
material from any computer.
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[otrs] Permission error in webconfig
Hi , Getting the following error when trying to setup otrs2.0.1 through the web installer : If you want to use the installer, set the Kernel/Config.pm writable for the werserver user! Can't open /opt/otrs/Kernel/Config.pm: Permission denied Checked my rw permissions : drwxrwxr-x 3 apache apache 4096 Aug 3 11:54 Config -rw-rw-r-- 1 apache apache 3918 Aug 1 14:06 Config.pm -rw-rw-r-- 1 apache apache 3918 Aug 1 14:06 Config.pm.dist drwxrwxr-x 11 apache apache 4096 Aug 3 11:54 cpan-lib drwxrwxr-x 2 apache apache 4096 Aug 3 11:54 Language -rw-rw-r-- 1 apache apache 12247 Aug 1 14:06 Language.pm drwxrwxr-x 2 apache apache 4096 Aug 3 11:54 Modules drwxrwxr-x 3 apache apache 4096 Aug 3 11:54 Output drwxrwxr-x 18 apache apache 4096 Aug 3 11:54 System Is this right? Do i need to chmod to? -- Regards , @-@ | Danie Theron| | Network Administrator | | Verpakt Management Services | | email : [EMAIL PROTECTED] | | tel: +2711 6020117 | @-@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. Time is an illusion. Lunchtime double so. (Douglas Adams.) -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] MySQL socket error
Hi all ,
Ok finally got the Config.pm file setup (correctly I hope:P) , getting
the following error when trying to connect to the interface:
Error: Can't connect to local MySQL server through socket
'/var/lib/mysql/mysql.sock' ([..]
Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Aug 3
14:23:59 2005
Message: Can't connect to local MySQL server through socket
'/var/lib/mysql/mysql.sock' (13)
Traceback (11236):
Module: Kernel::System::DB::new (v1.44) Line: 168
Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 150
Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(v) Line: 48
Module: (eval) (v1.80) Line: 202
Module: ModPerl::RegistryCooker::run (v1.80) Line: 202
Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168
Module: ModPerl::Registry::handler (v1.99) Line: 30
The traceback is totally unfamiliar ground for me , so any help would be
appreciated.
Also here is a snip of my Config.pm (MySQL stuff)
# DatabaseHost
# (The database host.)
$Self-{'DatabaseHost'} = 'localhost';
# Database
# (The database name.)
$Self-{'Database'} = 'otrs';
# DatabaseUser
# (The database user.)
$Self-{'DatabaseUser'} = 'otrs';
# DatabasePw
# (The password of database user. You also can use bin/CryptPassword.pl
# for crypted passwords.)
$Self-{'DatabasePw'} = 'hot';
# DatabaseDSN
# (The database DSN for MySQL == more: man DBD::mysql)
$Self-{DatabaseDSN} =
DBI:mysql:database=$Self-{Database};host=$Self-{DatabaseHost};;
TIA!!!
--
Regards ,
@-@
| Danie Theron|
| Network Administrator |
| Verpakt Management Services |
| email : [EMAIL PROTECTED] |
| tel: +2711 6020117 |
@-@
If you dislike change, you're going to dislike being irrelevant even more.
Only two things are infinite, the universe and human stupidity, and I'm
not sure about the former.
Time is an illusion. Lunchtime double so. (Douglas Adams.)
--
The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you
received this in error, please contact the sender and delete the
material from any computer.
--
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= http://www.otrs.de/
Re: [otrs] Permission error in webconfig
Christian Schoepplein wrote: It looks right, if your webserver runs with group and user apache. How did you install OTRS? From sources or via a prebuild package? I installed via the Fedora Core 3 rpm package , not much documentation for it (tried to google it too) , I double checked my httpd.conf as well and it is apache apache. I followed the manual install method , so got past the install problem , now i'm getting a MySQL socket error (seperate post). -- Regards , @-@ | Danie Theron| | Network Administrator | | Verpakt Management Services | | email : [EMAIL PROTECTED] | | tel: +2711 6020117 | @-@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. Time is an illusion. Lunchtime double so. (Douglas Adams.) -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Ticket Locked status
Hi all , maybe I'm missing something , but everytime I create a new ticket it has a locked status and does not come up in the specific users queue , only when I unlock the ticket does it appear.Sorry if this is an arb q , just a bit annoying to have to unlock a ticket everytime. TIA -- Regards , @-@ | Danie Theron| | Network Administrator | | Verpakt Management Services | | email : [EMAIL PROTECTED] | | tel: +2711 6020117 | @-@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. Time is an illusion. Lunchtime double so. (Douglas Adams.) -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] File Permission
Hi , OK , installed the rpm for Fedora 3 , configured the httpd.conf but getting the following error: Forbidden You don't have permission to access /otrs/installer.pl on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. I did change the user to otrs and the group to nobody (?) , please find attached a copy of my httpd.conf -- Regards , @-@ | Danie Theron| | Network Administrator | | Verpakt Management Services | | email : [EMAIL PROTECTED] | | tel: +2711 6020117 | @-@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- # # Based upon the NCSA server configuration files originally by Rob McCool. # # This is the main Apache server configuration file. It contains the # configuration directives that give the server its instructions. # See URL:http://httpd.apache.org/docs-2.0/ for detailed information about # the directives. # # Do NOT simply read the instructions in here without understanding # what they do. They're here only as hints or reminders. If you are unsure # consult the online docs. You have been warned. # # The configuration directives are grouped into three basic sections: # 1. Directives that control the operation of the Apache server process as a # whole (the 'global environment'). # 2. Directives that define the parameters of the 'main' or 'default' server, # which responds to requests that aren't handled by a virtual host. # These directives also provide default values for the settings # of all virtual hosts. # 3. Settings for virtual hosts, which allow Web requests to be sent to # different IP addresses or hostnames and have them handled by the # same Apache server process. # # Configuration and logfile names: If the filenames you specify for many # of the server's control files begin with / (or drive:/ for Win32), the # server will use that explicit path. If the filenames do *not* begin # with /, the value of ServerRoot is prepended -- so logs/foo.log # with ServerRoot set to /etc/httpd will be interpreted by the # server as /etc/httpd/logs/foo.log. # ### Section 1: Global Environment # # The directives in this section affect the overall operation of Apache, # such as the number of concurrent requests it can handle or where it # can find its configuration files. # # # Don't give away too much information about all the subcomponents # we are running. Comment out this line if you don't mind remote sites # finding out what major optional modules you are running ServerTokens OS # # ServerRoot: The top of the directory tree under which the server's # configuration, error, and log files are kept. # # NOTE! If you intend to place this on an NFS (or otherwise network) # mounted filesystem then please read the LockFile documentation # (available at URL:http://httpd.apache.org/docs-2.0/mod/mpm_common.html#lockfile); # you will save yourself a lot of trouble. # # Do NOT add a slash at the end of the directory path. # ServerRoot /etc/httpd # # PidFile: The file in which the server should record its process # identification number when it starts. # PidFile run/httpd.pid # # Timeout: The number of seconds before receives and sends time out. # Timeout 120 # # KeepAlive: Whether or not to allow persistent connections (more than # one request per connection). Set to Off to deactivate. # KeepAlive Off # # MaxKeepAliveRequests: The maximum number of requests to allow # during a persistent connection. Set to 0 to allow an unlimited amount. # We recommend you leave this number high, for maximum performance. # MaxKeepAliveRequests 100 # # KeepAliveTimeout: Number of seconds to wait for the next request from the # same client on the same connection. # KeepAliveTimeout 15 ## ## Server-Pool Size Regulation (MPM specific) ## # prefork MPM # StartServers: number of server processes to start # MinSpareServers: minimum number of server processes which are kept spare # MaxSpareServers: maximum number of server processes which are kept spare # ServerLimit: maximum
[otrs] Question : Emailing
Just a quick newbie question. I see it is possible to incorporate OTRS into existing IMAP mail servers etc. Does this imply that an agent/customer can merely reply to an emailed ticket and it will be updated on the OTRS system? I might be getting ahead of myself :) , or can it become a future request...:P -- Regards , @-@ | Danie Theron| | Network Administrator | | Verpakt Management Services | | email : [EMAIL PROTECTED] | | tel: +2711 6020117 | @-@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Win32 install
Hi , new to the list so bare with me. Installed the beta4 ver of otrs2.0 on WinXP machine , but when I try and access the login page through my fqdn I get Forbidden You don't have permission to access /otrs/index.pl on this server. , yet when I access it with localhost/otrs/index.pl all works fine. I'm posting my httpd.conf file as well. I think it might be a permissions issue. Do I need to add a otrs user to my Users ? TIA -- Regards , @-@ | Danie Theron| | Network Administrator | | Verpakt Management Services | | email : [EMAIL PROTECTED] | | tel: +2711 6020117 | @-@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- # # Based upon the NCSA server configuration files originally by Rob McCool. # # This is the main Apache server configuration file. It contains the # configuration directives that give the server its instructions. # See URL:http://httpd.apache.org/docs-2.0/ for detailed information about # the directives. # # Do NOT simply read the instructions in here without understanding # what they do. They're here only as hints or reminders. If you are unsure # consult the online docs. You have been warned. # # The configuration directives are grouped into three basic sections: # 1. Directives that control the operation of the Apache server process as a # whole (the 'global environment'). # 2. Directives that define the parameters of the 'main' or 'default' server, # which responds to requests that aren't handled by a virtual host. # These directives also provide default values for the settings # of all virtual hosts. # 3. Settings for virtual hosts, which allow Web requests to be sent to # different IP addresses or hostnames and have them handled by the # same Apache server process. # # Configuration and logfile names: If the filenames you specify for many # of the server's control files begin with / (or drive:/ for Win32), the # server will use that explicit path. If the filenames do *not* begin # with /, the value of ServerRoot is prepended -- so logs/foo.log # with ServerRoot set to C:/OTRS/Apache2 will be interpreted by the # server as C:/OTRS/Apache2/logs/foo.log. # # NOTE: Where filenames are specified, you must use forward slashes # instead of backslashes (e.g., c:/apache instead of c:\apache). # If a drive letter is omitted, the drive on which Apache.exe is located # will be used by default. It is recommended that you always supply # an explicit drive letter in absolute paths, however, to avoid # confusion. # ### Section 1: Global Environment # # The directives in this section affect the overall operation of Apache, # such as the number of concurrent requests it can handle or where it # can find its configuration files. # # # ServerRoot: The top of the directory tree under which the server's # configuration, error, and log files are kept. # # NOTE! If you intend to place this on an NFS (or otherwise network) # mounted filesystem then please read the LockFile documentation (available # at URL:http://httpd.apache.org/docs-2.0/mod/mpm_common.html#lockfile); # you will save yourself a lot of trouble. # # Do NOT add a slash at the end of the directory path. # ServerRoot C:/OTRS/Apache2 # # ScoreBoardFile: File used to store internal server process information. # If unspecified (the default), the scoreboard will be stored in an # anonymous shared memory segment, and will be unavailable to third-party # applications. # If specified, ensure that no two invocations of Apache share the same # scoreboard file. The scoreboard file MUST BE STORED ON A LOCAL DISK. # #ScoreBoardFile logs/apache_runtime_status # # PidFile: The file in which the server should record its process # identification number when it starts. # PidFile logs/httpd.pid # # Timeout: The number of seconds before receives and sends time out. # Timeout 300 # # KeepAlive: Whether or not to allow persistent connections (more than # one request per connection). Set to Off to deactivate. # KeepAlive On # # MaxKeepAliveRequests: The maximum number of requests
