Bug creating email ticket

[emanjamin2002]

Hello,

We are still in the process to deploy OTRS 3.1. Everything is going fine. Users can create their tickets, the user groups are working perfectly... As a note, we are not using LDAP authentification. Users are created manually.

But I am running into some trouble with the creation of email tickets.

1. The operator (index.pl) can select the New Email Ticket.
2. He can enter the data in the different field. the most important field is (for my trouble) the TO : user and CC
3. When everything is entered and I press on "SENT", I get an error message "one or more error have been encountered" and the To user field is selected in RED. I know the user email address is correct as I use it via outlook daily + the email address is known in the OTRS system as the user is created.
4. I checked the system log and I don't get any data from it.

Any idea where I am doing something wrong or not doing ?

Thanks
Emmanuel

[jojo]

no MX record or wrong Email Adress Syntax

[emanjamin2002]

no MX record or wrong Email Adress Syntax

Thanks for your guidance. I checked into it and tried few things and checked also here viewtopic.php?f=61&t=4812

But no luck. I am still getting the some message "One or more errors were encountered" on the "TO : user" stating I have to include at least one user for the ticket".

Thanks if you've got any more guidance line for me

Emmanuel

[jojo]

please show a screenshot

[emanjamin2002]

please show a screenshot

See attached. Thanks. As a note our mail server is hosted outside our business with OVH

[jojo]

as you see here no To: is populated, you have to put in a mail address...

[emanjamin2002]

as you see here no To: is populated, you have to put in a mail address...

Yes I see that. This is what I mean, when I put an email address there (and a correct one), and press SEND, I get an error message "one or more problems were encountered" and then it brings me back to the field with the message you see on the screen shot.

[jojo]

did you hit return after putting it in?

[emanjamin2002]

did you hit return after putting it in?

Yes pressing ENTER or pressing on the "Send the mail" gives the same result.

I even tried using the MX record and entering my OVH NS server but no success.

[jojo]

you need to be in the To line on pressing return

what OTRS version are you using?

[emanjamin2002]

you need to be in the To line on pressing return

what OTRS version are you using?

Yes I did. Version 3.1.2. Just added the data under my signature

[jojo]

please update to 3.1.10 and try again

[emanjamin2002]

please update to 3.1.10 and try again

No success. I noted that my address book search is not functionning. Could this be part of the problem ?

[jojo]

do you have a customer DB or LDAP connected (or use the internal customer DB)

[emanjamin2002]

do you have a customer DB or LDAP connected (or use the internal customer DB)

Customers are created manually inside OTRS.

The Tests I am doing are based on existing customers.

[emanjamin2002]

do you have a customer DB or LDAP connected (or use the internal customer DB)

Customers are created manually inside OTRS.

The Tests I am doing are based on existing customers.

Well I am still stuck in this problem. Any ideas ?

[jojo]

is the OTRS or Apache Log giving hints

[emanjamin2002]

is the OTRS or Apache Log giving hints

Just check the different logs. Nothing extraordinary found !!!

As a note, I contacted one of our service provider who are also using OTRS. I asked the Administrator about it. He sent me a smal video (few second) of his system creating a new email ticket. When he enters the email address and uses the Tab key, the email address become grey showing it was taken into account. When I do it on ours, nothing happens. he goes to the next line.

Here is the link to download the tiny video that guy did to show me how it worked on his system

http://dl.free.fr/mUh8G3tW9

AS A NOTE, to download this video, you need enter the code shown where is says "RECOPIER 'Mutuelle generale' ci dessous. Meaning you have to enter what is between braket (here Mutuelle générale) below and click on Valider et Télécharger le fichier.
Voilà

[jojo]

you need to select the user via mouse not via tab. Can you search for customers in this frontend or phone ticket? Do the customers have a mail address?

It should like: Name Surname <email>

[emanjamin2002]

you need to select the user via mouse not via tab. Can you search for customers in this frontend or phone ticket? Do the customers have a mail address?

It should like: Name Surname <email>

thanks for your fast answer.

I see what you mean with the mouse but nothing seems to function with this. No I can' search customers. Customers do have email address.

[jojo]

than you have a broken customer user config.

I suggest to get some professional help

[emanjamin2002]

than you have a broken customer user config.

I suggest to get some professional help

You may be right on the customer config. Already I corrected many errors done by the apprentice who install the system. thanks to your help and of your collegue for the great help you have provided so far.

Well I think I am going to consult a Psychiatrist

OK... going home. finished my day of work. May come back tonight (france time) and try to work from home on it.

[emanjamin2002]

than you have a broken customer user config.

I suggest to get some professional help

Just got this in my logs. I did not have it earlier and did not change anything since yesterday. Does this has anything to do with sending email in New Email tickets ?

Will check in the morning but wanted to check with you first.

Wed Sep 12 17:31:43 2012 error OTRS-CGI-10 Module Kernel/System/Ticket/Custom.pm not found!

[jojo]

no, it should not

[emanjamin2002]

no, it should not

Well here is what I get for errors. As I am not well knowledgeable with OTRS configuration, this doesn't mean much to me.....

Message: Impossible to send message to: emmanuel.jamin@groupepgs.com .

Traceback (2086):
Module: Kernel::System::Ticket::Article::ArticleSend (v1.311) Line: 2167
Module: Kernel::System::Ticket::Event::NotificationEvent::_SendNotification (v1.37) Line: 767
Module: Kernel::System::Ticket::Event::NotificationEvent::_SendNotificationToRecipients (v1.37) Line: 489
Module: Kernel::System::Ticket::Event::NotificationEvent::Run (v1.37) Line: 225
Module: Kernel::System::EventHandler::EventHandler (v1.10) Line: 231
Module: Kernel::System::EventHandler::EventHandlerTransaction (v1.10) Line: 271
Module: Kernel::System::Ticket::DESTROY (v1.549.2.3) Line: 7704
Module: (eval) (v1.90) Line: 204
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v1.90) Line: 204
Module: (eval) (v1.90) Line: 204
Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31


here some additionnal data I got while checking the modules configuration :

In Ticket -> Frontend::Agent, I got this error in RED; Which default value should be there. I think I am bit by bit correcting all the mistake from our apprentice but fine, this is helpfull as I am learning more about OTRS Setting.

[jojo]

click on the circle on the left to reset it to the default value

[emanjamin2002]

click on the circle on the left to reset it to the default value

Thank you for your answer. Yes I thought of that but this is Greyed out meaning I cannot uncheck it ????

[jojo]

yes, check Config.pm if somebody put it in there

[emanjamin2002]

yes, check Config.pm if somebody put it in there

Here is what I got in my config.pm

========================================================================
# --
# Kernel/Config.pm - Config file for OTRS kernel
# Copyright (C) 2001-2011 xxx, http://otrs.org/
# --
# $Id: Config.pm.dist,v 1.25 2011/09/16 10:58:28 mg Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
# Note:
#
# -->> OTRS does have a lot of config settings. For more settings
# (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator,
# LDAP, PostMaster, Session, Preferences, ...) see
# Kernel/Config/Defaults.pm and copy your wanted lines into "this"
# config file. This file will not be changed on update!
#
# --

package Kernel::Config;

use utf8;

sub Load {
my $Self = shift;
# ---------------------------------------------------- #
# ---------------------------------------------------- #
# #
# Start of your own config options!!! #
# #
# ---------------------------------------------------- #
# ---------------------------------------------------- #

# ---------------------------------------------------- #
# database settings #
# ---------------------------------------------------- #
# 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/otrs.CryptPassword.pl
# for crypted passwords.)
$Self->{'DatabasePw'} = 'REMOVED';
# DatabaseDSN
# (The database DSN for MySQL ==> more: "man DBD::mysql")
$Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

# (The database DSN for PostgreSQL ==> more: "man DBD::Pg")
# if you want to use a local socket connection
# $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};";
# if you want to use a tcpip connection
# $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";
# if you have PostgresSQL 8.1 or earlier, activate the legacy driver with this line:
# $Self->{DatabasePostgresqlBefore82} = 1;

# ---------------------------------------------------- #
# fs root directory
# ---------------------------------------------------- #
$Self->{Home} = '/opt/otrs';

# ---------------------------------------------------- #
# insert your own config settings "here" #
# config settings taken from Kernel/Config/Defaults.pm #
# ---------------------------------------------------- #
# $Self->{SessionUseCookie} = 0;
# $Self->{CheckMXRecord} = 0;

# ---------------------------------------------------- #
# ACL pour filtrage de la liste #
# ---------------------------------------------------- #
$Self->{TicketAcl}->{'ACL-Liste-1'} = {
Properties => {Ticket => {DynamicField_Filtre => [ '[RegExp]^assist_log',],},},
Possible => {Ticket => {Queue => [ '[RegExp].*Assistance', ],},},
};
$Self->{TicketAcl}->{'ACL-Liste-2'} = {
Properties => {Ticket => {DynamicField_Filtre => [ '[RegExp]^blackberry',],},},
Possible => {Ticket => {Queue => [ '[RegExp].*Blackberry', ],},},
};
$Self->{TicketAcl}->{'ACL-Liste-3'} = {
Properties => {Ticket => {DynamicField_Filtre => [ '[RegExp]^crm',],},},
Possible => {Ticket => {Queue => [ '[RegExp].*CRM', ],},},
};
$Self->{TicketAcl}->{'ACL-Liste-4'} = {
Properties => {Ticket => {DynamicField_Filtre => [ '[RegExp]^erp',],},},
Possible => {Ticket => {Queue => [ '[RegExp].*Support ERP', ],},},
};
$Self->{TicketAcl}->{'ACL-Liste-5'} = {
Properties => {Ticket => {DynamicField_Filtre => [ '[RegExp]^install_log',],},},
Possible => {Ticket => {Queue => [ '[RegExp].*Installation', ],},},
};
$Self->{TicketAcl}->{'ACL-Liste-6'} = {
Properties => {Ticket => {DynamicField_Filtre => [ '[RegExp]^mat_info',],},},
Possible => {Ticket => {Queue => [ '[RegExp].*Matériel', ],},},
};
$Self->{TicketAcl}->{'ACL-Liste-7'} = {
Properties => {Ticket => {DynamicField_Filtre => [ '[RegExp]^reseau',],},},
Possible => {Ticket => {Queue => [ '[RegExp].*Réseaux', ],},},
};
$Self->{TicketAcl}->{'ACL-Liste-8'} = {
Properties => {Ticket => {DynamicField_Filtre => [ '[RegExp]^telephonie',],},},
Possible => {Ticket => {Queue => [ '[RegExp].*Téléphonie', ],},},
};

# ---------------------------------------------------- #
# Fin Liste filtrage ACL #
# ---------------------------------------------------- #
# data inserted by installer #
# ---------------------------------------------------- #
# $DIBI$

# ---------------------------------------------------- #
# ---------------------------------------------------- #
# #
# End of your own config options!!! #
# #
# ---------------------------------------------------- #
# ---------------------------------------------------- #
}

# ---------------------------------------------------- #
# needed system stuff (don't edit this) #
# ---------------------------------------------------- #
use strict;
use warnings;

use vars qw(@ISA $VERSION);
$VERSION = qw($Revision: 1.25 $)[1];

use Kernel::Config::Defaults;
push (@ISA, 'Kernel::Config::Defaults');

# -----------------------------------------------------#

1;

=======================================================

[emanjamin2002]

I found this and added it.

http://www.mail-archive.com/otrs@otrs.org/msg37283.html


"I've seen this happening when you are using a default enconding that does
not support some special caracters, for example in our case latin caracters
like "ñ", and the accent caracter, to fix that we changed the default
char-set to 'utf-8' and problem fixed.

You can check for that kind of patterns and give it a try with the charset"

It did not resolved the problem but now I am getting this in my Logs :

Fri Sep 21 14:04:24 2012 error OTRS-CGI-10 Found no ID for !

and in the error.log

Message: Found no ID for !

Traceback (10385):
Module: Kernel::System::Queue::QueueGet (v1.138) Line: 861
Module: Kernel::System::Ticket::TicketAcl (v1.549.2.3) Line: 6353
Module: Kernel::System::Ticket::TicketMoveList (v1.549.2.3) Line: 1651
Module: Kernel::System::Ticket::MoveList (v1.549.2.3) Line: 7733
Module: Kernel::Modules::AgentTicketEmail::_GetTos (v1.206) Line: 1819
Module: Kernel::Modules::AgentTicketEmail::Run (v1.206) Line: 502
Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.90) Line: 204
Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31


Emmanuel ??????