Search found 178 matches

by Mike_B
27 Nov 2013, 21:24
Forum: Help
Topic: Namespace Core.Agent could not be initialized
Replies: 9
Views: 6417

Re: Namespace Core.Agent could not be initialized

Hi, please try again with the OTRS 3.3.2 / installer 3.0.4 release that has been made available earlier this week. It fixes a LOT of issues related to upgrade: 3.0.4 2013-11-26 - Extended upgrading proccess for minor and patch level upgrades. Including: database upgrades rebuild of otrs config delet...
by Mike_B
22 Nov 2013, 11:59
Forum: Help
Topic: [SOLVED]First bind failed! Bad file descriptor
Replies: 12
Views: 10141

Re: [SOLVED]First bind failed! Bad file descriptor

Hi,

A different solution (and the one we're going to apply in OTRS 3.3.2) is to delete the file [OTRS]\StrawberryPerl\perl\vendor\lib\IO\Socket\INET6.pm.

See also http://bugs.otrs.org/show_bug.cgi?id=10004

I'd like to point out that if you'd use ActiveState Perl, this issue does not occur.
--
Mike
by Mike_B
02 Aug 2013, 11:08
Forum: Help
Topic: [Solved] Export values with accent (PT-BR ISO-8859-1) to CSV
Replies: 7
Views: 4196

Re: Export values with accent to CSV - Help

There was a byte-order-mark in the CSV export; see here for the fix (and let me know if it works for you!!)
https://github.com/tuxwerk/OTRS-SurveyExport/pull/1
by Mike_B
19 Jun 2013, 21:08
Forum: Help
Topic: Windows 2008 r2 install
Replies: 13
Views: 9618

Re: Windows 2008 r2 install

Info: otrs-3.2.3-win-installer-2.4.6.exe works ok on Win2008R2. Installer is 2.4.6, I think that's why. Based on the 'old' installer versions of perl and apache I have created an installer for OTRS 3.2.8, please let me know if this works for you: http://users.otrs.com/~mb/otrs-3.2.8-win-installer-2...
by Mike_B
20 May 2013, 14:08
Forum: Help
Topic: [solved] perl.exe
Replies: 2
Views: 2669

Re: [solved] perl.exe

Hi, The error message you got is because ActiveState pre-bundles DBD::Oracle but does not distribute oci.dll which is part of the Oracle C client. This requires a separate install. Assuming you do not need an Oracle connection, you should simply uninstall DBD::Oracle: ppm uninstall dbd-oracle --area...
by Mike_B
28 Mar 2013, 13:31
Forum: General
Topic: OTRS Apache Not Starting
Replies: 1
Views: 1469

Re: OTRS Apache Not Starting

Hi, you're using RHEL5 or CentOS 5 right?

We fixed this bug now: http://bugs.otrs.org/show_bug.cgi?id=9298

--
Mike
by Mike_B
20 Mar 2013, 18:00
Forum: Help
Topic: Using the default of SSL_verify_mode of SSL_VERIFY_NONE for
Replies: 3
Views: 5981

Re: Using the default of SSL_verify_mode of SSL_VERIFY_NONE

Hi, the workaround for this (waiting on other engineering on the Mail modules) is to downgrade IO::Socket::SSL to v1.78 or earlier.
see https://metacpan.org/source/SULLR/IO-So ... 84/Changes

We also have an OTRS bug report for this:

http://bugs.otrs.org/show_bug.cgi?id=8982

--
Mike
by Mike_B
14 Mar 2013, 20:32
Forum: Hilfe
Topic: Apache startet nicht
Replies: 5
Views: 3188

Re: Apache startet nicht

vielen dank. ich hatte bei 3.2.2 noch das Problem das die E-Mail nicht automatisch vom Server abgeholt wurde, ist das mit der Version 3.2.3 jetzt behoben?? Sonst lass ich jetzt einfach die Version 3.2.0 auf dem Server die funktioniert wenigstens. Hi MoritzEr, Bitte entschuldigung, mein Deutsch ist ...
by Mike_B
14 Mar 2013, 12:52
Forum: Ayuda
Topic: Instalacion en Fedora 18
Replies: 3
Views: 2442

Re: Instalacion en Fedora 18

You should let your system install dependencies, they are defined to make your life much easier!

Use '

Code: Select all

yum -y install otrs-*.rpm
--
Mike
by Mike_B
14 Mar 2013, 12:49
Forum: Hilfe
Topic: Apache startet nicht
Replies: 5
Views: 3188

Re: Apache startet nicht

Hi,

see here, bug report with workaround:
http://bugs.otrs.org/show_bug.cgi?id=9248

--
Mike
by Mike_B
28 Feb 2013, 13:58
Forum: Help
Topic: [solved] Error Message: Can't write ConfigItem!
Replies: 3
Views: 2316

Re: [solved] Error Message: Can't write ConfigItem!

I just wanted to let you know that we've modified the database upgrade script now; it checks if the script is executed as root and tells you not to (because it messes up permissions on ZZZAuto.pm). I hope this helps preventing error messages such as these.
--
Mike
by Mike_B
16 Jan 2013, 11:32
Forum: Help
Topic: Problem when using cron to auto-send statistics reports
Replies: 3
Views: 2717

Re: Problem when using cron to auto-send statistics reports

Hi,

I filed a bug report for it:
see also http://bugs.otrs.org/show_bug.cgi?id=9057

if you remove the '-w' from the first line of bin/otrs.GenerateStats.pl the warnings will disappear.

We applied this fix to the upcoming versions of OTRS (3.1.13 and 3.2.0rc1).

--
Mike
by Mike_B
02 Nov 2012, 17:51
Forum: General
Topic: OTRS and IMAP with certificate
Replies: 4
Views: 3004

Re: OTRS and IMAP with certificate

Hi roko98, very nice, thanks for the patch. I found it because someone pointed at it. In the future, if you would please, please also file this on http://bugs.otrs.org then we can make OTRS better for everyone! I would have liked to know about this patch months ago, so I could've integrated it in th...
by Mike_B
03 Oct 2012, 16:25
Forum: Help
Topic: Apache Crashing and Restarting
Replies: 9
Views: 6755

Re: Apache Crashing and Restarting

Hi all, I've created a new version of the Windows Installer which bundles a different Apache (ApacheLounge's version) with a different mod_perl; for me it no longer restarts but I would like to get some feedback from actual users. Please test it and leave feedback in this bug report: https://www.dro...
by Mike_B
03 Oct 2012, 16:24
Forum: Hilfe
Topic: OTRS 3.0.5 / Win Server 2003 R2 / MSSQL
Replies: 4
Views: 3878

Re: OTRS 3.0.5 / Win Server 2003 R2 / MSSQL

Hi all, I've created a new version of the Windows Installer which bundles a different Apache (ApacheLounge's version) with a different mod_perl; for me it no longer restarts but I would like to get some feedback from actual users. Please test it and leave feedback in this bug report: https://www.dro...
by Mike_B
09 Jul 2012, 14:28
Forum: Developers
Topic: Using OTRS and .Net
Replies: 1
Views: 1780

Re: Using OTRS and .Net

"Length Required" indicates you should configure the length in the Transport configuration in OTRS.
by Mike_B
28 Jun 2012, 19:36
Forum: Help
Topic: Troubles with IE9
Replies: 9
Views: 4343

Re: Troubles with IE9

by Mike_B
02 Jun 2012, 21:45
Forum: Developers
Topic: OP3S: Auth for user xxxx@mydomain.com/pop.gmail.com
Replies: 2
Views: 2304

Re: OP3S: Auth for user xxxx@mydomain.com/pop.gmail.com

Hi,

please remember that you have to explicitly enable POP3 access inside your Gmail or Gmail Apps for Domains account:

http://support.google.com/mail/bin/answ ... swer=13273

--
Mike
by Mike_B
15 Mar 2012, 21:18
Forum: Allgemeines
Topic: New/Updated Ticket - IMAP FLAGS (\Seen \Recent)
Replies: 4
Views: 3038

Re: New/Updated Ticket - IMAP FLAGS (\Seen \Recent)

Hi guys,

Michael also reported this in our bug tracker, so now we have addressed the issue in upcoming OTRS 3.1.3 as well.

Thanks!

--
Mike
by Mike_B
10 Feb 2012, 18:13
Forum: General
Topic: Wrong encoding in graphs and csv
Replies: 12
Views: 5106

Re: Wrong encoding in graphs and csv

Hi, This is actually already fixed in OTRS 3.1.x and upcoming 3.0.12. You could address this issue on your system by replacing the file /opt/otrs/Kernel/System/Stats.pm with the one from CVS: http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/Stats.pm?view=log&pathrev=rel-3_0 Previously, GD us...
by Mike_B
14 Nov 2011, 09:47
Forum: Developers
Topic: empty responses from new tickets
Replies: 2
Views: 1981

Re: empty responses from new tickets

The debian packages are very nice because they keep the patches / packages separate from the code. Please not push the complete product to Git as that does not make sense to me. As jojo said, CVS HEAD is not release quality. But you should get to LastOverview after you submitted a ticket. This might...
by Mike_B
29 Jun 2011, 21:49
Forum: Howtos
Topic: Some changes to .dtl and .pm files.
Replies: 36
Views: 40833

Re: Some changes to .dtl and .pm files.

Thanks for your Answer. Thats not bad for a start ... but: I was more looking for those active head-rows, as in the queue-view or in my-tickets. With the ability to sort column-wise. Is that possible? That would be possible, but it would need (much) more extensions in the supporting code, because y...
by Mike_B
16 Jun 2011, 12:16
Forum: General
Topic: Crontab.txt is empty
Replies: 5
Views: 3810

Re: Crontab.txt is empty

crontab.txt should be created by the program you have described in your first post. You need to have cron files depending on the .dist cron files in the same directory to get otrs.Cron4Win32.pl to work. .dist are example files. Copy cache.dist to cache, change it to your needs and otrs.Cron4Win32.p...
by Mike_B
16 Jun 2011, 12:12
Forum: Help
Topic: Email are not fetching automatically
Replies: 19
Views: 6258

Re: Email are not fetching automatically

MichaelR wrote: I can't see that line anywhere, must have been already fixed in 3.0.7 :D
No, actually, it's working in 3.0.7, it's broken in 3.0.8 and in upcoming 3.0.9 it will be working again.
--
Mike
by Mike_B
14 Jun 2011, 20:57
Forum: Help
Topic: Error during ajax communication
Replies: 19
Views: 21168

Re: Error during ajax communication

Everything works fine now:) The Problem was, that i used "Perl.exe "%s" %s" as the executable for the Perl/CGI Handler Mappings. I changed now to Perlex30.dll and everything is working great. thanks for the help. I had mentioned issue with AJAX communication on PerlEx with JSON:...
by Mike_B
14 Jun 2011, 20:56
Forum: Help
Topic: FreeBSD ITSM Upgrade issues
Replies: 9
Views: 4952

Re: FreeBSD ITSM Upgrade issues

for your 1st issue, you have installed PDF::API for the current user, not for the web server user. Either make OTRS run as the 'otrs' user and then install the modules for that user only; or install the modules system wide (via CPAN as root, or from Ports).
--
Mike
by Mike_B
14 Jun 2011, 20:53
Forum: Hilfe
Topic: [gelöst]: Statistik Report für Owner
Replies: 2
Views: 1870

Re: Statistik Report für Owner

Hi,

Set Stats::UseAgentElementInStats to "Yes" in the SysConfig.
In German companies this kind of reporting needs approval from the Betriebsrat, as it is illegal to track performance on a 1:1 basis of your employees. Just be warned...

--
Mike
by Mike_B
14 Jun 2011, 20:52
Forum: General
Topic: show the owner in a ticket report
Replies: 5
Views: 3234

Re: show the owner in a ticket report

Hi,

This is absolutely possible. Just switch Stats::UseAgentElementInStats to "Yes".

In some countries it's not allowed to actually measure performance of your employees on an individual basis, that's the reason that OTRS forbids it by default.

--
Mike
by Mike_B
14 Jun 2011, 19:56
Forum: Help
Topic: [Error]: Need Data!
Replies: 1
Views: 6670

Re: [Error]: Need Data!

This can happen if you don't map the required fields (login, first name, last name, email address) correctly.

--
Mike
by Mike_B
14 Jun 2011, 19:52
Forum: General
Topic: On using the FAQ section as a knowledgebase
Replies: 2
Views: 3146

Re: On using the FAQ section as a knowledgebase

The FAQ (Knowledge Base) is a complete separate package from the ITSM extensions, and can be installed and used separately. You can indeed customize the fields that are available in a FAQ article, via the OTRS SysConfig; you can have 1 to 6 fields with visibility for customers or just internally. Th...
by Mike_B
14 Jun 2011, 15:26
Forum: Help
Topic: Email are not fetching automatically
Replies: 19
Views: 6258

Re: Email are not fetching automatically

Yes, that is because of said issue with the bin/otrs.Cron4Win32.pl file -- I'm sorry, it was me who made the error here.. If you would open the file, change line 48 from next CRONFILE if ( !-f $CronData ); to next CRONFILE if ( !-f "$Directory/$CronData" ); then you will be good. Thanks, a...
by Mike_B
11 Jun 2011, 23:51
Forum: Help
Topic: reply email error
Replies: 8
Views: 4257

Re: reply email error

dama wrote: Error Message: Impossible to send message to: "Das, Acer" <acer.das@dassa.com> .
See your OTRS error log and also http://forums.otrs.org/viewtopic.php?f=81&t=8770

it could just be that your mail server does not allow relaying or rejects the message for other reasons.

--
Mike
by Mike_B
11 May 2011, 11:14
Forum: Help
Topic: OTRS 3.0 beta7 Statistics cannot be opened
Replies: 4
Views: 2402

Re: OTRS 3.0 beta7 Statistics cannot be opened

Please check this link to the bugzilla: http://bugs.otrs.org/show_bug.cgi?id=5023#c8

Setting a different value for LongReadLen supposes to work around the issue.

--
Mike
by Mike_B
11 Mar 2011, 21:08
Forum: Developers
Topic: How do I use conditionals in 3.x templates?
Replies: 1
Views: 1597

Re: How do I use conditionals in 3.x templates?

You shouldn't! That's the idea.
One of the issues with the conditionals was, they were very difficult to have them (unit) tested.
If you need a quick hack you can look at using an output filter, or client-side javascript.
The best solution oftentimes is however to fix it in the module layer.

--
Mike.
by Mike_B
10 Mar 2011, 12:54
Forum: Help
Topic: How to change the header text from Otis
Replies: 5
Views: 2392

Re: How to change the header text from Otis

Hi Scott!

Just go to Admin > SysConfig > Framework > Frontend::Agent and select a new .png file for 'AgentLogo'.
Please note that the current 'OTRS' text is actually just a transparent .png file with some letters in it.

--
Mike
by Mike_B
10 Mar 2011, 12:13
Forum: Help
Topic: How to change state of a CI to 'Incident' from 'Operational'
Replies: 1
Views: 2313

Re: How to change state of a CI to 'Incident' from 'Operatio

Hi Pim, Currently, the Incident State is set in two ways: A CI is set to "Incident" and it has other CI's that have a "Depend On" relationship. In this case, the other CI's will also be affected. You use the SystemMonitoring package to for instance integrate with Nagios. Now if a...
by Mike_B
17 Feb 2011, 18:14
Forum: Help
Topic: 4524.3.1 Out of memory
Replies: 1
Views: 1506

Re: 4524.3.1 Out of memory

Did you configure Core::FQDN under Admin > SysConfig > Framework > Core?
--
Mike
by Mike_B
17 Feb 2011, 12:40
Forum: Howtos
Topic: How we implemented SMS Notifications(HTTP Based SMS Gateway)
Replies: 8
Views: 17657

Re: How we implemented SMS Notifications(HTTP Based SMS Gate

Hi, Thanks for sharing your knowledge. I'd like to add that it's MUCH simpler to actually store additional information for your agents. We have a powerful Preferences system that you can use for this. Using the snippet below, you get an extra field for the mobile phone number, which you then can use...
by Mike_B
14 Feb 2011, 16:26
Forum: Help
Topic: [SOLVED] IMAP fetch only new mails
Replies: 3
Views: 18295

Re: IMAP fetch only new mails

I would suggest you create a separate mailbox for OTRS, and using a filter on the mailbox, or by means of mail server configuration, forward all mail from your support box to the new OTRS box.
--
Mike
by Mike_B
14 Feb 2011, 16:25
Forum: Howtos
Topic: Shibboleth SSO
Replies: 3
Views: 6988

Re: Shibboleth SSO

Hi Sdevine,

do you need additional apache modules for this as well?

Thanks,

Mike
by Mike_B
08 Feb 2011, 15:52
Forum: Help
Topic: OTRS 3.04 ON IIS7
Replies: 6
Views: 4211

Re: OTRS 3.04 ON IIS7

Hi, I have just decided to run OTRS at the company that i work with. I installed the windows installer and discovered that OTRS was Assum! :D I am now trying to set up a test system to test for a while and the implement it to the live enviroment. However i have a problem. When i browse to the url, ...
by Mike_B
08 Feb 2011, 15:41
Forum: Help
Topic: change OTRS server
Replies: 1
Views: 1270

Re: change OTRS server

Hi Ni-Cola, At the moment we have a slight issue with upgrading which means that you basically have to go to these steps: Extract OTRS 2.4 Run database upgrade script for 2.2 > 2.3 Run upgrade .pl file Run database POST upgrade script for 2.2 > 2.3 Same steps for 2.3 > 2.4 Extract OTRS 3.0 Run datab...
by Mike_B
03 Feb 2011, 22:25
Forum: Howtos
Topic: How To change your priority labels and get missing tickets
Replies: 1
Views: 4921

Re: How To change your priority labels and get missing ticke

Hi,

Actually this is also in the manual:

http://doc.otrs.org/3.0/en/html/priorities.html

But thanks for pointing it out, it's not that obvious.
--
Mike
by Mike_B
06 Jan 2011, 12:17
Forum: Help
Topic: How to setup SSL SMTP ?
Replies: 11
Views: 6989

Re: How to setup SSL SMTP ?

risker wrote:Doesn't work for me on 2.4.7.

Unfortunately there is no log entry, i just get a downloadwindow for index.pl
I now created an updated version, based on a newer library:

http://users.otrs.com/~mb/SMTPTLS-1.0.2.opm

(it's for OTRS 2.4.x; OTRS 3.0.5 will have this bundled).
Regards,

Mike
by Mike_B
06 Jan 2011, 12:14
Forum: Hilfe
Topic: Anhänge vervielfacht und unbrauchbar?
Replies: 17
Views: 3890

Re: Anhänge vervielfacht und unbrauchbar?

Hi! Ich kann mit OTRS 3.0.2 keine Anhänge sinnvoll mit dem Ticket mitsenden. .pdf Dateien bekommt der User meist 3-fach und keine davon brauchbar (beschädigt) .jpg Datei kommt 1x und OK an .xls ist 12mal (!!!) angekommen, und alle kaputt .doc ist 6mal im Ticket gewesen auch alle kaputt Hi Martin, I...
by Mike_B
02 Jan 2011, 22:19
Forum: Hilfe
Topic: OTRS 3.x und MSSQL
Replies: 17
Views: 10939

Re: OTRS 3.x und MSSQL

HILFEEEEE... Here's from a snippet of an old setup on my laptop. I used a SQL Server Express install which uses a default instance name of SQLEXPRESS. # Open the database my $db_server = 'pablo\\SQLEXPRESS'; my $db_name = 'winxp'; my $db_user = 'winxp'; my $db_pass = 'VedRAWRuCum4'; my $DSN = "...
by Mike_B
26 Nov 2010, 23:48
Forum: Developers
Topic: problem about modify customer user info
Replies: 2
Views: 2182

Re: problem about modify customer user info

hi all, For instance, I want [gender] not [firstname], [age] not [lastname],and hope user can select gender info from a combo box(male, female), How can I fix this? So, are you trying to run a dating service with OTRS :D You can to some extent actually define what customer user fields you need, wit...
by Mike_B
25 Nov 2010, 11:44
Forum: General
Topic: Passing username within URL
Replies: 9
Views: 4822

Re: Passing username within URL

OK... I'm stumped when I'm setting up single sign-on. The Instructions state: Add the following statements to the <Directory> block of your cgi-bin directory: <Directory "d:/otrs/bin/cgi-bin/"> SSPIAuth On SSPIAuthoritative On SSPIDomain pdc.example.com SSPIUsernameCase lower SSPIOfferBas...
by Mike_B
24 Nov 2010, 12:22
Forum: General
Topic: Browser support?
Replies: 14
Views: 10492

Re: Browser support?

Ah, so you're not doing continuous integration against a specific set of target browsers? Fair enough, but this makes it difficult to convince my employers to purchase the commercial release of OTRS. I noticed that there's a Core.UI. IE7 Fixes.js that checks specifically for version 7.0 of MSIE, bu...