February 2007 - dev - OTRS mailing lists

SMIME -- HELP
by Leonardo Pereira Guimarães 13 Feb '07

13 Feb '07

Hi, Does anyone had already used SMIME in OTRS ? I do not know but I ever seen the error bellow: Message: Need Hash! Traceback (27118): Module: Kernel::System::Crypt::SMIME::Decrypt (v1.9) Line: 157 Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.8) Line: 100 Module: Kernel::Modules::AgentTicketZoom::MaskAgentZoom (v1.27) Line: 572 Module: Kernel::Modules::AgentTicketZoom::Run (v1.27) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: /var/www/otrs-2.1.3/bin/cgi-bin/index.pl (v1.81) Line: 47 What does it means? Thanks Leo. _____ <http://www.certisign.com.br/> CERTISIGNLeonardo Pereira Guimarães Analista de Suporte e Operações (21) 4501-1846 Certisign Certificadora Digital <http://www.certisign.com.br/> certisign.com.br

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OTRS 2.0.4 - Use of uninitialized value errors showing in Apache error log.
by Ken Banyas 09 Feb '07

09 Feb '07

Greetings, I am running OTRS 2.0.4 on Debian Etch, using Apache 2.2.3. Database is MySQL 5.0.3. We upgraded from version 1.3.2 last week. Everything seems to be working fine, but.... I see the following Apache error.log messages constantly appearing: [Fri Feb 09 09:53:27 2007] [error] [client <IP address>] [Fri Feb 9 09:53:27 2007] index.pl: Use of uninitialized value in string ne at ../..//Kernel/Output/HTML/Agent.pm line 169. [Fri Feb 09 09:58:42 2007] [error] [client <IP address>] [Fri Feb 9 09:58:42 2007] index.pl: Use of uninitialized value in string ne at ../..//Kernel/Output/HTML/Agent.pm line 169., referer: https://<myserver>/otrs/index.pl?Action=AgentTicketSearch&Subaction=Search&Profile=last-search&SortBy=Age&Order=Down&TakeLastSearch=1&StartHit=1 I found similar error messages always appearing in the Apache error logs with version 1.3.2 also. Why do these appear? Thanks. Ken Banyas

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Need help about reading email crypto
by Leonardo Pereira Guimarães 08 Feb '07

08 Feb '07

Hi I configured S/MIME in OTRS: to read encrypted emails sent to a email account that OTRS checks and open tickets. But unfortunately is not working well This is log : Message: Need Hash! Traceback (29916): Module: Kernel::System::Crypt::SMIME::Decrypt (v1.9) Line: 157 Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.8) Line: 100 Module: Kernel::Modules::AgentTicketQueue::ShowTicket (v1.22) Line: 312 Module: Kernel::Modules::AgentTicketQueue::Run (v1.22) Line: 273 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: /var/www/otrs-2.1.3/bin/cgi-bin/index.pl (v1.81) Line: 47 ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Feb 6 12:45:31 2007 Message: Need TicketID! Traceback (29916): Module: Kernel::System::Ticket::Article::ArticleUpdate (v1.128) Line: 1382 Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.8) Line: 146 Module: Kernel::Modules::AgentTicketQueue::ShowTicket (v1.22) Line: 312 Module: Kernel::Modules::AgentTicketQueue::Run (v1.22) Line: 273 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: /var/www/otrs-2.1.3/bin/cgi-bin/index.pl (v1.81) Line: 47 Can someone help me? Thanks Leo. _____ <http://www.certisign.com.br/> CERTISIGNLeonardo Pereira Guimarães Analista de Suporte e Operações (21) 4501-1846 Certisign Certificadora Digital <http://www.certisign.com.br/> certisign.com.br

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SOAP-calls in OTRS
by Alexander Scholler 07 Feb '07

07 Feb '07

Hi, I reference to scripts/rpc-example.pl. I want to (a) call a web-service with perl (b) call a web-service provided through OTRS, this is located in http://otrs-host/otrs/rpc.pl Which perl-modules are needed for (a) on the client (b) on the otrs-server? What about WSDL, how can they be used in perl. Are they provided through http://otrs-host/otrs/rpc.pl Sorry for my questions, I don't really have know-how in web-services. Bye, Alex

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Call a GenericAgent-Job from within another Perl-Script
by Marco Friebe 07 Feb '07

07 Feb '07

Hello, I want to call a GenericAgent-Job from within another Perl-Script. I want do do some work in the otrs database (Oracle) and then call that Agent-Job subsequently. Like it is done for manual job invocation using URL "http://localhost/otrs/index.pl?Action=AdminGenericAgent&Subaction=RunNow&Pr…" but called from commandline (Cron). Since I'm a very novize regarding Perl I would be grateful if someone could point me in the right direction. Maybe this problem has already been solved. Snip***** use Kernel::Modules::AdminGenericAgent; (presupposed I'm in /opt/otrs) %ParamList = ("Subaction" => "RunNow", "Profile" => "Test"); Kernel::Modules::AdminGenericAgent::Run(%ParamList); Snap***** I saw there is a constructor which needs to be called at first, but no idea how to do this correctly. And here an extract of AdminGenericAgent.pm Snip***** sub new { my $Type = shift; my %Param = @_; # allocate new hash for object my $Self = {}; bless ($Self, $Type); foreach (keys %Param) { $Self->{$_} = $Param{$_}; } # check needed Opjects foreach (qw(ParamObject DBObject TicketObject LayoutObject LogObject ConfigObject)) { if (!$Self->{$_}) { $Self->{LayoutObject}->FatalError(Message => "Got no $_!"); } } $Self->{PriorityObject} = Kernel::System::Priority->new(%Param); $Self->{StateObject} = Kernel::System::State->new(%Param); $Self->{LockObject} = Kernel::System::Lock->new(%Param); $Self->{GenericAgentObject} = Kernel::System::GenericAgent->new(%Param); return $Self; } # -- sub Run { my $Self = shift; my %Param = @_; my $Output; # get confid data $Self->{StartHit} = $Self->{ParamObject}->GetParam(Param => 'StartHit') || 1; $Self->{SearchLimit} = $Self->{ConfigObject}->Get('SearchLimit') || 500; $Self->{SortBy} = $Self->{ParamObject}->GetParam(Param => 'SortBy') || 'Age'; $Self->{Order} = $Self->{ParamObject}->GetParam(Param => 'Order') || 'Down'; $Self->{Profile} = $Self->{ParamObject}->GetParam(Param => 'Profile') || ''; $Self->{SaveProfile} = 1; $Self->{TakeLastSearch} = $Self->{ParamObject}->GetParam(Param => 'TakeLastSearch') || ''; $Self->{SelectTemplate} = $Self->{ParamObject}->GetParam(Param => 'SelectTemplate') || ''; $Self->{EraseTemplate} = $Self->{ParamObject}->GetParam(Param => 'EraseTemplate') || ''; # get db job data my %DBParam = $Self->{GenericAgentObject}->JobGet(Name => $Self->{Profile}) if ($Self->{Profile}); # run job now if ($Self->{Subaction} eq 'RunNow' && %DBParam) { $Self->{GenericAgentObject}->JobRun( Job => $Self->{Profile}, UserID => 1, ); # redirect return $Self->{LayoutObject}->Redirect( OP => "Action=$Self->{Action}", ); } # create new job if ($Self->{Subaction} eq 'Add' && $Self->{Profile}) { # insert new profile params $Self->{GenericAgentObject}->JobAdd( Name => $Self->{Profile}, Data => { ScheduleLastRun => '', }, ); # redirect return $Self->{LayoutObject}->Redirect( OP => "Action=$Self->{Action}&Subaction=LoadProfile&Profile=$Self->{Profile}", ); } Snap***** Thanks a lot. Greetings Marco

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Re: [dev] Call a GenericAgent-Job from within another Perl-Script
by Stefan Tröndle / EDV:Systemhaus Tröndle 07 Feb '07

07 Feb '07

Hallo Marco, I know this is maybe a bit overdone, but why not simply download your quoted URL via e.g. lynx (Linux/UNIX) or wget (Windows) ? I use this technique for some workarounds of this kind. As you did not state how you authenticate to the server, I do not know whether this will work out for you, but it is worth a try. Best regards Stefan -------- Original Message -------- Subject: [dev] Call a GenericAgent-Job from within another Perl-Script (06-Feb-2007 18:44) From: Marco Friebe <marco.friebe(a)robotron.de> To: stefan > Hello, > > I want to call a GenericAgent-Job from within another Perl-Script. I want > do do some work in the otrs database (Oracle) and then call that Agent-Job > subsequently. > > Like it is done for manual job invocation using URL "http://localhost/otrs/ > index.pl?Action=AdminGenericAgent&Subaction=RunNow&Profile=Test" but called > from commandline (Cron). > > > Since I'm a very novize regarding Perl I would be grateful if someone could > point me in the right direction. Maybe this problem has already been solved. > > > > > Snip***** > > use Kernel::Modules::AdminGenericAgent; (presupposed I'm in /opt/otrs) > > %ParamList = ("Subaction" => "RunNow", "Profile" => "Test"); > Kernel::Modules::AdminGenericAgent::Run(%ParamList); > > Snap***** > > > I saw there is a constructor which needs to be called at first, but no idea > how to do this correctly. > > > And here an extract of AdminGenericAgent.pm > > > Snip***** > > sub new { > my $Type = shift; > my %Param = @_; > > # allocate new hash for object > my $Self = {}; > bless ($Self, $Type); > > foreach (keys %Param) { > $Self->{$_} = $Param{$_}; > } > > # check needed Opjects > foreach (qw(ParamObject DBObject TicketObject LayoutObject LogObject > ConfigObject)) { > if (!$Self->{$_}) { > $Self->{LayoutObject}->FatalError(Message => "Got no $_!"); > } > } > > $Self->{PriorityObject} = Kernel::System::Priority->new(%Param); > $Self->{StateObject} = Kernel::System::State->new(%Param); > $Self->{LockObject} = Kernel::System::Lock->new(%Param); > $Self->{GenericAgentObject} = Kernel::System::GenericAgent->new(%Param); > > > return $Self; > } > # -- > sub Run { > my $Self = shift; > my %Param = @_; > my $Output; > # get confid data > $Self->{StartHit} = $Self->{ParamObject}->GetParam(Param => 'StartHit') > || 1; > $Self->{SearchLimit} = $Self->{ConfigObject}->Get('SearchLimit') || 500; > > $Self->{SortBy} = $Self->{ParamObject}->GetParam(Param => 'SortBy') || ' > Age'; > $Self->{Order} = $Self->{ParamObject}->GetParam(Param => 'Order') || ' > Down'; > $Self->{Profile} = $Self->{ParamObject}->GetParam(Param => 'Profile') || > ''; > $Self->{SaveProfile} = 1; > $Self->{TakeLastSearch} = $Self->{ParamObject}->GetParam(Param => ' > TakeLastSearch') || ''; > $Self->{SelectTemplate} = $Self->{ParamObject}->GetParam(Param => ' > SelectTemplate') || ''; > $Self->{EraseTemplate} = $Self->{ParamObject}->GetParam(Param => ' > EraseTemplate') || ''; > # get db job data > my %DBParam = $Self->{GenericAgentObject}->JobGet(Name => $Self->{ > Profile}) if ($Self->{Profile}); > > # run job now > if ($Self->{Subaction} eq 'RunNow' && %DBParam) { > $Self->{GenericAgentObject}->JobRun( > Job => $Self->{Profile}, > UserID => 1, > ); > # redirect > return $Self->{LayoutObject}->Redirect( > OP => "Action=$Self->{Action}", > ); > } > > # create new job > if ($Self->{Subaction} eq 'Add' && $Self->{Profile}) { > # insert new profile params > $Self->{GenericAgentObject}->JobAdd( > Name => $Self->{Profile}, > Data => { > ScheduleLastRun => '', > }, > ); > # redirect > return $Self->{LayoutObject}->Redirect( > OP => "Action=$Self->{Action}&Subaction=LoadProfile&Profile=$ > Self->{Profile}", > ); > } > > > Snap***** > > > Thanks a lot. > > Greetings > > Marco > > > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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Fw: HELP - OTRS
by Leonardo Machado Baptista 05 Feb '07

05 Feb '07

Good Afternoon, I am with some doubts in the part of Rules, I am not obtaining you filter the calls for groups. Somebody could help me? Yours truly. Leonardo Machado Baptista Consultor SAP/ABAP GTCON - Grupo Técnico de Consultores Ltda. Telefone : (31) 3849-1409 (31) 8759-3324 Skype:leonardo.bap MSN:leonardo.bap@gmail.com

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corrupt downloaded attachment
by Jozsef Valkai 05 Feb '07

05 Feb '07

Dear All, I am very sorry, but nobody can help me on the otrs user mailing list. We are using OTRS 2.1.4, postresql, and postmaster.pl script fot incoming email/tickets. Can somebody tell me, why does otrs corrupt attachment in incoming emails? I tried a lof of times, and I am sure postmaster.pl script is the murder! I send email with attachment to OTRS, and when I open file in the attachment, it is invalid! I checkec bugzilla.otrs.org, but I cannot find any solution for this problem yet. Thanks. -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

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