Search found 723 matches

by ferrosti
09 Feb 2012, 22:41
Forum: Help
Topic: "Internal Server Error" After upgrading from 2.4.1 to 3.0.4
Replies: 7
Views: 2845

Re: "Internal Server Error" After upgrading from 2.4.1 to 3.

You can find all those programs in your $OTSR_HOME/bin directory.
And as jojo already states: have a close look at the UPGRADING file!
by ferrosti
09 Feb 2012, 22:39
Forum: Help
Topic: * Internal Server Error * New Installation
Replies: 4
Views: 12151

Re: * Internal Server Error * New Installation

Your last log says it all: the otrs user is not allowed to connect to mysql. You need to add otrs@localhost to your mysql users and grant it access.
by ferrosti
09 Feb 2012, 17:57
Forum: Allgemeines
Topic: OTRS-Treffen in Hamburg (09/2012)
Replies: 7
Views: 1423

Re: OTRS-Treffen in Hamburg

Ich wäre mit dabei.
by ferrosti
09 Feb 2012, 12:15
Forum: Help
Topic: "Internal Server Error" After upgrading from 2.4.1 to 3.0.4
Replies: 7
Views: 2845

Re: "Internal Server Error" After upgrading from 2.4.1 to 3.

After an upgrade make sure you executed all clean up scripts, session cleaning, cache cleaning and rebuilding default config.
After all restart apache and everything should work like a charm.
by ferrosti
09 Feb 2012, 12:10
Forum: Help
Topic: * Internal Server Error * New Installation
Replies: 4
Views: 12151

Re: * Internal Server Error * New Installation

As the error states: have a look at the servers log!
Most likely you will find it under
/var/log/apache2/ *
depending on your configuration.
by ferrosti
08 Feb 2012, 12:19
Forum: Help
Topic: Search for tickets on specific hour
Replies: 1
Views: 243

Re: Search for tickets on specific hour

Using OTRSs search option you could only search for tickets of a specific day.
What you´d possibly should have a lokk at is OTRSs statistics module.
by ferrosti
07 Feb 2012, 19:36
Forum: General
Topic: Ticket locked by Admin OTRS
Replies: 7
Views: 890

Re: Ticket locked by Admin OTRS

Every lock is written to a ticket´s history. There must be some other reason why you cannot find the ticket. Or you have mistakenly picked another ticket where this misbehavior did not appear.
by ferrosti
07 Feb 2012, 17:56
Forum: General
Topic: Ticket locked by Admin OTRS
Replies: 7
Views: 890

Re: Ticket locked by Admin OTRS

Since this only happens sometimes it would be good to know
a) the version you are using, please update your signature!
b) the complete history of the ticket
c) in case a filter was used for import, its configuration
by ferrosti
07 Feb 2012, 17:54
Forum: Help
Topic: DB will not sync with AD
Replies: 9
Views: 1028

Re: DB will not sync with AD

The otrs log should be somewhere in
$OTRS_HOME/var/log/
and named as configured (e.g. otrs2012-2.log)
by ferrosti
07 Feb 2012, 17:43
Forum: Allgemeines
Topic: Anbindung von OTRS ans AD (Active Directory)
Replies: 13
Views: 3401

Re: Anbindung von OTRS ans AD (Active Directory)

$Self->{'AuthModule::LDAP::SearchUserDN'} = 'OTRS Search';
ist aber immer noch kein DN!
by ferrosti
07 Feb 2012, 16:03
Forum: Help
Topic: DB will not sync with AD
Replies: 9
Views: 1028

Re: DB will not sync with AD

At least

Code: Select all

-bash: AddUser.pl: command not found 
should be corrected to
otrs.AddUser.pl !
by ferrosti
07 Feb 2012, 14:57
Forum: Help
Topic: OTRS on windows won't check email at regular interval
Replies: 23
Views: 7424

Re: OTRS on windows won't check email at regular interval

Please change the MAILTO parm to a valid address. For some reason this file does either not seem to be executed or the given program paths are invalid. Please enter some command that really works (like a mkdir or whatever) into the cron file. In case you still get no result you need to make sure tha...
by ferrosti
07 Feb 2012, 14:50
Forum: General
Topic: Reply to new ticket message not working.
Replies: 4
Views: 670

Re: Reply to new ticket message not working.

Wow, this rather makes me assume, that your DB is corrupt.
In case you have a standard install, at least run a myisamchk to verify that your DB is alright.
by ferrosti
06 Feb 2012, 19:09
Forum: General
Topic: Reply to new ticket message not working.
Replies: 4
Views: 670

Re: Reply to new ticket message not working.

In case this only happens on closed tickets you´ll have to edit your Queue settings in the admin area.

Otherwise I assume you do not include the TicketNumber in your subject, but you have OTRS configured to search a mails subject only for TicketNumbers.
by ferrosti
06 Feb 2012, 19:05
Forum: Help
Topic: OTRS Stopped Pulling in Tickets
Replies: 7
Views: 488

Re: OTRS Stopped Pulling in Tickets

What kind of mail server is this?
Please describe the kind of mail where the failure occurs more often on!

Please give more detailed information and don´t let me guess by nothing!
by ferrosti
06 Feb 2012, 19:00
Forum: Help
Topic: OTRS on windows won't check email at regular interval
Replies: 23
Views: 7424

Re: OTRS on windows won't check email at regular interval

All of the files in var/cron say they are of the DIST type but the actual filenames don't end in DIST Are you sure your explorer shows file extensions? ATM I assume that you have configured your file explorer (as standard) to not show file extensions. Do you have a file named crontab.txt in your \O...
by ferrosti
06 Feb 2012, 16:52
Forum: Help
Topic: OTRS Stopped Pulling in Tickets
Replies: 7
Views: 488

Re: OTRS Stopped Pulling in Tickets

Does this happen with ALL mails in OTRS postbox or only with certain ones?
E.g. is it limited to 'receipt notifications' or whatsoever?
by ferrosti
06 Feb 2012, 16:00
Forum: Help
Topic: OTRS Stopped Pulling in Tickets
Replies: 7
Views: 488

Re: OTRS Stopped Pulling in Tickets

What about hint 1)?
Are you able to login to this postbox using POP3 with this user and delete mails?
by ferrosti
06 Feb 2012, 15:58
Forum: Help
Topic: Problems writing special chars into mssql (latin1)
Replies: 1
Views: 1066

Re: Problems writing special chars into mssql (latin1)

Find out which charset this MSSQL servers table is of and insert this into the source charset configuration. In case your MS SQL server uses ISO encoding in this case make sure you use 'ISO-8859 -1 ' or whichever you need, but you are missing the -1 part. Since it seems you have an extra table for y...
by ferrosti
06 Feb 2012, 15:44
Forum: Help
Topic: New Email Ticket responses
Replies: 1
Views: 336

Re: New Email Ticket responses

Please restore your
/opt/otrs/var/httpd/htdocs/js
directory from OTRS sources and set permissions correctly.

Does this help?
by ferrosti
06 Feb 2012, 15:35
Forum: Help
Topic: Update/Upgrade to 3.0.10 from 3.0.9
Replies: 1
Views: 337

Re: Update/Upgrade to 3.0.10 from 3.0.9

There are several posts in this forum regarding this topic. The step from 3.0.9 to 3.0.10 (why not 3.0.11?) is an update, no upgrade. Make sure you have a full backup, copy the zip file contents to the OTRS directory, overwriting existing files, make sure file permissions are correct, delete OTRS ca...
by ferrosti
06 Feb 2012, 15:28
Forum: Help
Topic: OTRS Stopped Pulling in Tickets
Replies: 7
Views: 488

Re: OTRS Stopped Pulling in Tickets

Make sure your mailbox user is allowed to delete mails in this postbox.
Which protocol are you using? POP3 or IMAP?
by ferrosti
02 Feb 2012, 13:30
Forum: Help
Topic: OTRS on windows won't check email at regular interval
Replies: 23
Views: 7424

Re: OTRS on windows won't check email at regular interval

What does your log say? Is there some entry, that says PostMaster is already running?
by ferrosti
02 Feb 2012, 13:24
Forum: Help
Topic: OTRS extremely slow
Replies: 13
Views: 1829

Re: OTRS extremely slow

1GB for a query_cache on a 512MB machine is usally no good idea ;)

max_allowed_packet should at least be the maximum size of a single email. In case you allow 16MB for a single mail, don´t go below this value, rather add 50%.
by ferrosti
02 Feb 2012, 12:56
Forum: General
Topic: Customers replying to closed ticket emails
Replies: 2
Views: 353

Re: Customers replying to closed ticket emails

The only way to handle this would be to create a filter and close them.
BUT have in mind, that a 'Thanks, hint one works, but I still have problems with the second one.' would be closed, also.
by ferrosti
02 Feb 2012, 12:52
Forum: General
Topic: OTRS Feature Add-Ons
Replies: 5
Views: 1322

Re: OTRS Feature Add-Ons

I have recently had a phonecall with René Bakker. He told me that it would be possible to buy Feature AddOns separately, but it were almost the same price as if it came in a bundle with a subscription.
Since this is about sales anyways, you should either drop them a mail or give them a call.
by ferrosti
08 Dec 2011, 13:25
Forum: Help
Topic: negative number of watched tickets
Replies: 0
Views: 264

negative number of watched tickets

I got plenty of users who get shown negative numbers of watched tickets. I am not sure what to do, since I already deleted all caches and rebuilt ticket index (static). Version is 3.0.5, in CVS log I did not find any solution to this problem in later patch levels. It is quite weird that some users h...
by ferrosti
08 Dec 2011, 13:20
Forum: Help
Topic: OTRS 3.0.10 BACKUP DOES NOT WORK...
Replies: 12
Views: 1637

Re: OTRS 3.0.10 BACKUP DOES NOT WORK...

@quazi1214 Please get into mySQL administration. Its documentation about backup and restore is very well written and understandable. 'mysqldump' is not intended for restore purpose! Please make sure that you understand what you are doing and read at least the very basics of your programs manuals. A ...
by ferrosti
24 Oct 2011, 17:42
Forum: General
Topic: Unable to log in as Customer AD/LDAP user
Replies: 12
Views: 5339

Re: Unable to log in as Customer AD/LDAP user

This error has already been discussed here. A search could help.

First bind is about the search user not being able to login.
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=abcd,dc=somedomain';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxx';
by ferrosti
09 Sep 2011, 11:41
Forum: Help
Topic: Email Settings not showing under Preferences
Replies: 4
Views: 619

Re: Email Settings not showing under Preferences

You were looking at the Frontend settings, you need to go to the Ticket settings:

SysConfig => Ticket => Frontend::Agent::Preferences
by ferrosti
09 Sep 2011, 10:14
Forum: Help
Topic: Email Settings not showing under Preferences
Replies: 4
Views: 619

Re: Email Settings not showing under Preferences

Have a look at
Frontend::Agent::Preferences (Ticket)
by ferrosti
09 Sep 2011, 10:09
Forum: Help
Topic: Trouble configuring LDAP, first bind fails, unexpected EOF
Replies: 8
Views: 2292

Re: Trouble configuring LDAP, first bind fails, unexpected E

This might be due to cacheing effects. Changes in Config.pm go active right away. Except one played around with apache mod_perl config and entered Config.pm for compilation on startup. On major changes a $OTRS_HOME/bin/otrs.DeleteCache.pl usually does the job. Please fill your forums signature for u...
by ferrosti
09 Sep 2011, 09:59
Forum: Allgemeines
Topic: OTRS Version 3.1
Replies: 7
Views: 1511

Re: OTRS Version 3.1

Wenn ich mir das CVS Log ansehe, dann kann ich darin keine Umsetzung erkennen. Vielleicht wird das auch ein eigenes Paket?
http://source.otrs.org/viewvc.cgi/otrs/ ... iew=markup
by ferrosti
08 Sep 2011, 19:06
Forum: Help
Topic: Trouble configuring LDAP, first bind fails, unexpected EOF
Replies: 8
Views: 2292

Re: Trouble configuring LDAP, first bind fails, unexpected E

Which of the tricks have you tried already?
A description of your AD could be somewhat helpful.

Please fill your signature!
by ferrosti
08 Sep 2011, 09:20
Forum: Help
Topic: Trouble configuring LDAP, first bind fails, unexpected EOF
Replies: 8
Views: 2292

Re: Trouble configuring LDAP, first bind fails, unexpected E

Please fill your signature with your setup. This eases troubleshooting.
by ferrosti
08 Sep 2011, 08:21
Forum: Help
Topic: Trouble configuring LDAP, first bind fails, unexpected EOF
Replies: 8
Views: 2292

Re: Trouble configuring LDAP, first bind fails, unexpected E

In case this is a Microsoft Windows AD, make sure that $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'REMOVEDUSERID'; is a full DN, not only an ID $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'REMOVEDPW'; there are no problems with some special chars in PWD $Self->{'Customer::AuthMo...
by ferrosti
07 Sep 2011, 17:33
Forum: Help
Topic: Auto Fetch Mail
Replies: 18
Views: 10176

Re: Auto Fetch Mail

I´d wipe this installation and reinstall from scratch. In case this user is missing, which is usually created automatically during installation you might have screwed up something. It seems you have only very little knowledge about Linux, which is OK, but I´d rather recommend a system that can be co...
by ferrosti
07 Sep 2011, 17:13
Forum: Help
Topic: Update 3.0.6 => 3.0.10
Replies: 3
Views: 893

Re: Update 3.0.6 => 3.0.10

Well, you should restore your old config, of course!
by ferrosti
07 Sep 2011, 13:46
Forum: Help
Topic: Update 3.0.6 => 3.0.10
Replies: 3
Views: 893

Re: Update 3.0.6 => 3.0.10

There is nothing special on updates. Do not mix up UPGRADE and update! Take the .tar.gz, copy its content over your OTRS installation, run otrs.SetPermissions.pl and otrs.RebuildConfig.pl and you´ll be good to go. Next step is to login, start Package Manager and reinstall your packages and everythin...
by ferrosti
07 Sep 2011, 13:33
Forum: Help
Topic: Service concept on OTRS
Replies: 2
Views: 490

Re: Service concept on OTRS

You can find both answers in the admin manual. Since you know ITIL you should know what a 'service' is.
by ferrosti
07 Sep 2011, 13:27
Forum: Help
Topic: Auto Fetch Mail
Replies: 18
Views: 10176

Re: Auto Fetch Mail

On linux systems I won´t stick to package based installation. IMHO it is far more comfortable to just take the .tar.gz and install from this one. Well, apache configuration might be a little tricky for the first time and Linux beginners. Your OTRS home usually is /opt/otrs, not /home/otrs, since thi...
by ferrosti
07 Sep 2011, 13:14
Forum: General
Topic: tidbit – Introducing The Community Template Module
Replies: 8
Views: 2681

Re: tidbit – Introducing The Community Template Module

Hi, Daniel! Are there any news regarding tidbit? There is nothing new to the blog. I just finished OTRS 2.3 to 3.0 upgrade the last weekend and I need some new challenges :) After all I must say you are quite right about the admin link and templates. To have it more open I´d suggest to expand the me...
by ferrosti
02 Sep 2011, 17:18
Forum: General
Topic: How do I set default Owners for different queues?
Replies: 8
Views: 5056

Re: How do I set default Owners for different queues?

Another option could be to setup a GenericAgent for each queue and set its specific owner to all 'new' tickets.
Besides of that I won´t go the way to set an owner per queue, this rather sound like you´d want to set a responsible per queue.
by ferrosti
31 Aug 2011, 15:46
Forum: Help
Topic: [SOLVED]Emails that were fectched are not showing up in OTRS
Replies: 26
Views: 8148

Re: Emails that were fectched are not showing up in OTRS

Check whether you have set otrs.PostMasterMailbox.pl with the '-f' (force) flag somewhere in your cron files. This program writes a PID to DB and in case it finds a running job at startup it will quit, telling that another process is already running. The only thing that can happen in your scenario i...
by ferrosti
31 Aug 2011, 15:30
Forum: Help
Topic: LDAP customer login
Replies: 6
Views: 879

Re: LDAP agent login

OTRS should follow the OU tree, at least it does here 8) Adding digits to the variables is made to have more than one connection/source. In this case you´d set up one block with all parameters with the same digit for the same source. $Self->{'AuthModule::LDAP::UserAttr1'} = 'DN'; should NOT work on ...
by ferrosti
30 Aug 2011, 12:01
Forum: Help
Topic: how to configure PostMaster Filters to send FollowUp ticket
Replies: 1
Views: 694

Re: how to configure PostMaster Filters to send FollowUp tic

You´d need zabbix to reply with the respective TicketID. Then you could setup a filter to close the ticket on certain kinds of words in its body.

There was a monitoring package for OTRS, but I am not sure whether this is ported to 3.0, already. Maybe this could do some more tricks.
by ferrosti
30 Aug 2011, 11:31
Forum: Help
Topic: Switch RichTextEditor to plain text?
Replies: 2
Views: 515

Re: Switch RichTextEditor to plain text?

Maybe I am a little misunderstood.
By default all text is HTML formatted in RTE and all I want is to have it in plain text. So I´d rather expect a switch in a place I don´t know than some new programming.
by ferrosti
29 Aug 2011, 18:59
Forum: Help
Topic: Switch RichTextEditor to plain text?
Replies: 2
Views: 515

Switch RichTextEditor to plain text?

Does anyone know a way to switch RTE to plain text per default, when replying to mails?
I do not want to switch it off completely, since I use scayt for spellchecking.
by ferrosti
29 Aug 2011, 18:49
Forum: Help
Topic: OTRS 3.0.9 not auto fetching tickets [2]
Replies: 16
Views: 1802

Re: OTRS 3.0.9 not auto fetching tickets [2]

Please read the manual I am almost certain, that you changed your /opt/otrs/var/cron/postmaster_mailbox, but you did not run Cron.sh afterwards, since the old jobs were still alive. `crontab -l -u otrs` will show you exactly how OTRSs crontab looks like at system level. Doing a mix of fetchmail with...
by ferrosti
26 Aug 2011, 18:01
Forum: General
Topic: WUI compatibility
Replies: 13
Views: 3257

Re: WUI compatibility

No.
Good point.

“The horizon of many people is a circle with zero radius which they call their point of view.” (Albert Einstein)