September 2005 - dev - OTRS mailing lists

Re: [dev] Problems Installing OTRS in Fedora Core 4
by David Podolsky 22 Sep '05

22 Sep '05

Hello, new to the list and just thought I would post some info about getting OTRS (1.3) up and running with Fedora Core 4. Here is my version: PRODUCT = OTRS VERSION = 1.3.2 BUILDDATE = Mon Oct 18 12:06:50 CEST 2004 These instructions might carry over to the new otrs 2.0 build but I can't be sure as I have not installed that version. -- I recently moved servers from an FC2 install to an FC4 install and copied over my OTRS install only find it didn't work with FC4. After some Google searching I found the post below and had ran into the same problems but did not see a response. So I managed to get it up and working with FC4 and thought I would share my experience: First change file: /etc/httpd/conf.d/otrs.conf. Everywhere it says Apache:: Change to say Apache2:: Then go into your base OTRS installation directory (/opt/otrs) and navigate to folder Kernel/cpan-lib/. Then in this folder move CGI.pm to backup.CGI.pm and move the CGI folder to backup.CGI. Renaming these files ensures that your OTRS code will use a compatible mod_perl2 version of CGI which comes preinstalled on FC4 (located in /usr/lib/perl5/5.8.6/CGI.pm), not the incompatible version that comes preinstalled with OTRS and is higher up in your @INC array. This fixed all my issues and it works great with FC4 after those changes. Maybe the OTRS developers should consider removing the CGI from the cpan-lib directory and rather make the perl-CGI RPM a dependency of the otrs RPM. Just a thought. Or maybe this is done in 2.0? Thanks for the great product guys and keep up the great work. David Podolsky -------------------------------------------- Original Message ---------- Hello, i've been wondering myself if someone had problems installing OTRS in Fedora Core 4. I've tryed on two diferent machines and obtained the same problems. I think the problem is about compatibility with the perl version on FC4. After installing the rpm in FC4 you could see thar that httpd service fails in the restart process when it starts, showing the following in the logs: [Sun Jun 19 23:15:26 2005] [error] Can't locate Apache/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 83) line 3.\n [Sun Jun 19 23:15:26 2005] [error] Can't load Perl module Apache::Reload for server machine.name.pt:0, exiting... I think the problem is in perl, but i'm no such an expert on ther. After checking in /usr/lib/perl5/5.8.6/i386-linux-thread-multi/Apache there is no module Reload.pm in Apache modules folder, but in folder Apache2 is. Ok "modding" /etc/httpd/conf.d/otrs.conf and setting to the following : PerlModule Apache2::Reload PerlInitHandler Apache2::Reload solves half the problem but i can't go further with the install... only if i trick the system an put Apache2 modules in Apache module folder. I can startit but i experience random behaviour in OTRS. Pressing for example the Queue icon gives to me many different results: For example: Enters the admin Sees queue 1 Shows a Ticket Shows Zoomed Tickets... Is the problem with perl? Can anyone help solving this? I'm not a good expert on it. In Fedora Core 3 it has no problems until now. ~ Had tested with 1.3.2.1-01 and 2.0.0-beta2 in FC4 and stills happens the same. Regards, Edgar Durão ---

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OTRS without JavaScript
by Felix Lenz 21 Sep '05

21 Sep '05

Hello List! I'm trying to get OTRS running without JavaScript, because for Our Company it is to unsecure to use JavaScript and it is locked from the Firewall. Is there any solution available, or can somebody help me? For Example: When i want to create a new Phone-Ticket i can change the queue. After that, the "To" - Listbox changes itself with the Queue-Aproval Agents. Can i do this with a mouseclick on a button as workarround? Excuse my bad english. I hope you understand, what i mean. Best regarts, Felix Lenz

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Link in module reg and nav bar
by Alex Mihicinac 21 Sep '05

21 Sep '05

Hi again, busy day! hehe :-) Another question. Is it possible to define Link as external URL, not as OTRS action param? like this: # module reg and nav bar $Self->{'Frontend::Module'}->{'TOP10'} = { Description => 'TOP10', NavBarName => 'TOP10', NavBar => [ { Description => 'TOP10 Scoreboard', Name => 'TOP10', Type => 'Menu', Block => 'ItemArea', Image => 'top10.png', Link => 'http://www.google.com', NavBar => 'TOP10', Prio => 310, AccessKey => '', }, ], }; Best regards, --alexm

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"Customer Users <-> Groups" mapping with external Customer User Backend DB
by Roberto Giana 20 Sep '05

20 Sep '05

Hi I have successfully set up a OTRS installation, whith an external "Customer User Backend DB". External users can login and work. External users are visible under "Customer Users" in the admin area. Now I'm trying to impelment "Customer Users <-> Groups" mapping. Checking "Customer Users <-> Groups" in the admin area I can't see any user. Checking the logs I see: Wed Sep 21 01:13:12 2005 error OTRS-CGI-10 You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ')' at line 1, SQL: 'SELECT mos_users.username, mos_users.username, SUBSTRING(mos_users.email,LOCATE('@',mos_users.email)+1) FROM mos_users WHERE valid_id in ( )' Wed Sep 21 01:13:12 2005 error OTRS-CGI-10 Table 'Mambo.valid' doesn't exist, SQL: 'SELECT id FROM valid WHERE name = 'valid'' Looking at the second line it seems that OTRS is trying to access the "valid" table erroneously on the external "Customer User Backend DB" instead off its own, internal DB. A Bug? -- Best regards Roberto Giana _____________________________________________________ Giana Roberto Consulting - GiaRoCo https://www.giaroco.ch/ _____________________________________________________

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Rebuilding SRPMS as non-root user and some other things...
by Chris Croome 20 Sep '05

20 Sep '05

Hi I'm installing OTRS on CentOS 4 (RHEL4) and there were a couple things I noticed: 1. The Red Hat SRPMs won't rebuild using a non-root account. 2. The RPM I initially built depended on sendmail, but the server I want to run on is using postfix (the CentOS 4 postfix, system-switch-mail was used to change the MTA). I fixed this by removing sendmail from the spec file before rebuilding the SRPM. 3. Installing things like this in /opt isn't so common for Red Hat / Fedora based distributions... 4. The web based installer for MySQL won't work if SELinux is running (I realise the download page says that SELinux needs to be disabled). So I manually created the db and inserted otrs-schema.mysql.sql and then initial_insert.sql Chris PS The UK mirror site is very out of date, that latest version it has is otrs-1.3.2. -- Chris Croome <chris(a)webarchitects.co.uk> web design http://www.webarchitects.co.uk/ web content management http://mkdoc.com/

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SIRIOS-Project?
by Alex Mihicinac 20 Sep '05

20 Sep '05

me again... :-) I can't find useful data about this project on the web. Is it ment to adjust OTRS for use in CERT teams (like RTIR: RT for Incident Response)? best regards, --alexm

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opm HowTo
by Alex Mihicinac 20 Sep '05

20 Sep '05

Hi all, is there any manual about how to prepare own opm packages? TIA, --alexm

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Using Mambo CMS as external CustomerUserDB
by Roberto Giana 14 Sep '05

14 Sep '05

Hi As I've already posted in the "user questions" list I managed to use the user DB of Mambo as an external customer user DB in OTRS. But the problem is, that the passwords are stored as "crypt" in OTRS and as MD5 hash in Mambo. I adapted the Kernel/System/CustomerAuth/DB.pm to use MD5 instead of crypt and it works. My question is now if there are any plans to enhance the password management in OTRS with MD5 hashes. -- Best regards Roberto

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Filtering based on E-Mail Domain
by Brandon Trask 14 Sep '05

14 Sep '05

Good morning, Upon using OTRS I have not yet found a way to successfully filter incoming tickets via E-Mail by there domain (EG: whover(a)thisisthedomain.com) I am using the PostMasterPOP3.pl script to fetch my mail. Ultimately I would like it to be able to look at the domain, and then put it in the que I have set up for that domain. Any clue? Thank you, Brandon Trask

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Ticket Title
by Alexander Koch 14 Sep '05

14 Sep '05

Hi, our Agents wish to give a own title to an ticket. In the database I found in table ticket the field title. After some searching around in the soure I made following realizations: - The ticket title is the subject of the first ticket article - The ticket title will not be changeable Is that right for OTRS 2.0.1? Also I found the method TicketTitleUpdate in Kernel::System::Ticket. If there plans to made this ticket title changeable in future? If not, will TicketTitleUpdate be deleted in future releases? I plan to show the ticket title after the ticket number in Queue-View and in Ticket-Zoom. I have no idea where to change or define this, perhaps as an extra action like Lock, Print, ... other ideas are welcome :-) Gritz, Alex -- Alexander Koch, mailto: ak(a)ilk.net ILK Internet GmbH, Akademiestrasse 25 - 27, D-76133 Karlsruhe Tel: +49 (0) 721 9100 0, Fax: +49 (0) 721 9100 191 http://www.ilk.net

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