June 2003 - otrs - OTRS mailing lists

access settings (newbie?) problem
by Christian Korff 18 Jun '03

18 Jun '03

Hi. I am going to set up a otrs system but I´ve got some trouble with the access settings. OTRS should run as "otrs" and Apache 1.3 as "webserver1apache1". Both should be in the group 500 ("webserver1"). OTRS is installed in the home directory. So it´s pfad is /home/otrs/otrs/ I am running Perl 5.8.0 with Apache 1.3.27, config follow: [root@localhost otrs]# /usr/local/apache/bin/httpd -l Compiled-in modules: http_core.c mod_env.c mod_log_config.c mod_mime.c mod_negotiation.c mod_status.c mod_include.c mod_autoindex.c mod_dir.c mod_cgi.c mod_asis.c mod_imap.c mod_actions.c mod_userdir.c mod_alias.c mod_access.c mod_auth.c mod_so.c mod_setenvif.c mod_ssl.c mod_perl.c mod_php4.c suexec: disabled; invalid wrapper /usr/local/apache/bin/suexec [root@localhost otrs]# /usr/local/apache/bin/httpd -v Server version: Apache/1.3.27 (Unix) Server built: Jun 2 2003 16:17:37 [root@localhost otrs]# (mod_php4 is PHP 4.3.2) (mod_perl is 1.27) (mod_ssl is 2.8.14) The problem is that the webserver user doen´t execute installer.pl well. [root@localhost otrs]# su webserver1apache1 -c"perl ./bin/cgi-bin/installer.pl" bash: /root/.bashrc: Permission denied Use of uninitialized value in concatenation (.) or string at ./bin/cgi-bin/installer.pl line 25. Use of uninitialized value in concatenation (.) or string at ./bin/cgi-bin/installer.pl line 26. [Fri Jun 6 15:50:15 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at ./bin/cgi-bin/installer.pl line 37. [Fri Jun 6 15:50:15 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at ./bin/cgi-bin/installer.pl line 37. Can't read /home/otrs/otrs/RELEASE: Permission denied[Fri Jun 6 15:50:15 2003] installer.pl: readline() on closed filehandle PRODUCT at Kernel/Output/HTML/Generic.pm line 934. Can't read /home/otrs/otrs/RELEASE: Permission denied[Fri Jun 6 15:50:15 2003] installer.pl: readline() on closed filehandle PRODUCT at Kernel/Output/HTML/Generic.pm line 934. [Fri Jun 6 15:50:15 2003] installer.pl: Use of uninitialized value in substitution (s///) at Kernel/Modules/Installer.pm line 43. [Fri Jun 6 15:50:15 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at Kernel/Modules/Installer.pm line 55. Content-type: text/html <h1>Software error:</h1> <pre>Can't read /home/otrs/otrs/Kernel/Output/HTML/Standard/Header.dtl: Permission denied at Kernel/Output/HTML/Generic.pm line 242. </pre> <p> For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. </p> [Fri Jun 6 15:50:15 2003] installer.pl: Can't read /home/otrs/otrs/Kernel/Output/HTML/Standard/Header.dtl: Permission denied at Kernel/Output/HTML/Generic.pm line 242. To compare a execute as root: [root@localhost otrs]# perl bin/cgi-bin/installer.pl [Fri Jun 6 15:50:38 2003] installer.pl: Use of uninitialized value in substitution (s///) at /home/otrs/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 43. [Fri Jun 6 15:50:38 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at /home/otrs/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 55. Content-Type: text/html; charset=iso-8859-15; X-Powered-By: OTRS 1.1.1 - Open Ticket Request System (http://otrs.org) X-Wanted: I think you are smart. I'm looking for smart people! Expires: Tue, 1 Jan 1980 12:00:00 GMT Cache-Control: no-cache Pragma: no-cache    <html> <head> <title>OTRS :: Error</title> <style type="text/css">  </style> </head> <a name="top"></a> <body> <table border="0" width="100%" cellspacing="0" cellpadding="3" cols="2"> <tr> <td align="left" width="20%" class="header"> <b>[ <a href="No-$ENV{"SCRIPT_NAME"}?" onmouseover="window.status='Home'; return true;" onmouseout="window.status='';" class="headeritem">OTRS</a> ]</b> </td> <td align="right" width="80%" class="header"> Fri Jun 06 15:50:38 2003 </td> </tr> </table>  <center> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td class="table2"> <p> <font color="red" size="+1">Error: Directory '../../scripts/database' not found!</font> </p> </td> </tr> <tr> <td class="table1"> <table cellspacing="0" cellpadding="2" width="100%"> <tr> <td class="table1" valign="top" width="100"><b>Comment:</b></td> <td class="table1" valign="top">Contact your Admin!</td> </tr> <tr> <td class="table1" valign="top"><b>Bug Report:</b></td> <td class="table1" valign="top"> <form action="http://bugs.otrs.org/enter_bug.cgi"> <input type="hidden" name="comment" value=""> <input type="hidden" name="bug_file_loc" value=""> <input class="button" type="submit" value="Click here to report a bug!"> </form> </td> </tr> <tr> <td class="table1" valign="top"><b>Traceback:</b></td> <td class="table1" valign="top"></td> </tr> </table> </td> </tr> </table> </center>  <table border="0" width="100%" cellspacing="0" cellpadding="0" cols="2"> <tr> <td align="left" class="footer"> <a href="No-$ENV{"SCRIPT_NAME"}?Action=AgentQueueView" onmouseover="window.status='QueueView'; return true;" onmouseout="window.status='';" class="footeritem">QueueView</a> - <a href="No-$ENV{"SCRIPT_NAME"}?Action=AgentPhone" onmouseover="window.status='PhoneView'; return true;" onmouseout="window.status='';" class="footeritem">PhoneView</a> </td> <td align="right" class="footer"> <table border="0"> <tr> <td align="center" class="footer"> <a href="#top" onmouseover="window.status='Top of Page'; return true;" onmouseout="window.status='';" class="footeritem"><img border="0" src="/otrs-web/images/Standard/up.png" alt="Top of Page"></a> </td> </tr> </table> </td> </tr> </table> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td align="right" class="small">Powered by <a href="http://otrs.org/" class="small"> OTRS 1.1.1</a></td> </tr> </table> <a name="end"></a> </body> </html>  [root@localhost otrs]# Thanks for help! Christian Korff ____________________________________________________________________________ Jetzt bei WEB.DE FreeMail anmelden = 1qm Regenwald schuetzen! Helfen Sie mit! Nutzen Sie den Serien-Testsieger. http://user.web.de/Regenwald

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otrs.checkModules fails
by Florian Gattung 18 Jun '03

18 Jun '03

Hi there, i have a little question concerning the installation of otrs. When trying to fulfil the dependency DBD::mysql by either perl -MCPAN -e shell; install DBD::mysql or by getting the sources by hand, doing a perl Makefile.PL make the compilation process fails with the following error msg: ------------------------------------------------- ------------------------------------------------- find -lz collect2: ld returned 1 exit status An error occurred while linking the DBD::mysql driver. The error message seems to indicate that you don't have a libz.a, libgz.a, libz.so or libgz.so. This is typically resolved by: 1.) You may try to remove the -lz or -lgz flag from the libs list by using the --libs switch for "perl Makefile.PL". 2.) On Red Hat Linux install libz-devel 3.) On other systems, please contact the mailing list Msql-Mysql-modules(a)lists.mysql.com For further hints, see INSTALL.html, section Linker flags. make: *** [blib/arch/auto/DBD/mysql/mysql.so] Error 1 /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible ------------------------------------------------- ------------------------------------------------- i tried installing the libz by hand, but that didnt work out at all. any suggestions on that? i am running suse 8.1 thanks in advance, with best regards Florian "bettmenn" Gattung

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GenericAgent Trouble / Question
by gilles.massen＠restena.lu 18 Jun '03

18 Jun '03

Hi, I have some trouble with the GenericAgent.pl: it regularly stops after treating a certain number of messages. The error is always: "Modification of non-creatable array value attempted, subscript -1 at /opt/otrs/Kernel/System/Ticket/Article.pm line 473." The action that it failing is the following: 'ClosePostMaster' => { # get all tickets with these properties Queue => 'Postmaster', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { State => 'closed successful', }, }, It seems that it only fails after a treating correctly a rather large number of tickets (possibly around 800). If it is started again, after the failure, it runs again to some extend and stops. So by successive iterations it is possible to finish the job. I'm running OTRS 1.1.1, maybe this is a known/fixed bug? Still on GenericAgent: is there a possibility to run the program so that it perfomr different tasks at different times? E.g. I'd like to close all tickets in queue1 each 10 minutes, and delete the content of another queue once a day. It seems not possible to call GenericAgent.pl with a different config file, or am I wrong? Any other way to do this? Best regards, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

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Reports Request
by lmstone＠lmstone.com 18 Jun '03

18 Jun '03

As a feature request, would it possible to add a field called "Rate" and another called "Charges"? In this way we could have "Work Units" equal the amount of time spent on a ticket, "Rate" equal the engineer's billing rate, and "Charges" be calculated by the system to equal "Work Units" times "Rate". One more thing... :-) Would it be possible to have the Charges calculation done for each response to a ticket, because as a ticket gets escalated, the senior engineer who closes the ticket by solving the problem will be charging a higher rate than the junior engineer who first opened the ticket but who was unable to solve the problem. There also then ought to be a "Total Charges for This Ticket" field, equal to the sum of all of the "Charges" made by everyone who worked on the ticket. And then :-) too it would be nice to have two reports; one which shows the sum of all of the "Total Charges for This Ticket" for all of the tickets in a given queue (I am thinking of a subqueue for each client called "To Be Billed" and another subqueue called "Already Billed in 2003"). The second report would show, for each engineer, the number of hours they billed during a given period, and the amount of revenue they generated, in total and by client, during that same period. Not too much to ask, is it? ;-) Thanks!!! Mark P.S. In all seriousness, even for internal help desks that don't actually charge customers, having reports that enable the desk managers to track how productive their employees are, and which can also justify their department's budget to upper management, especially these days, I'm sure would be welcomed by many OTRS users. _____________________________________________ A Message From... L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

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Re: [otrs] Use Auth LDAP with Exchange server
by remi.seguy＠laposte.net 17 Jun '03

17 Jun '03

Hi martin sorry copy/paste wasn't the good one I 'v send some informations in an other mail because the LDAP auth works well but only for user that are already in the otrs database. If a new is used, there is an error log that says "Need Pwd!" on line 204 of USER.pm My configuration OTRS 1.1.2 on a redhat 8.0 with Mysql and apache The SMTP and LDAP servers are the sames: Exchange server Thanks for reply and hopes for a solution Rémi Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)"

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mysql goes wild..
by Danny Zak 17 Jun '03

17 Jun '03

Dear; i got otrs running for a few days, after that periode i noticed that my system was running SLLLOWWW .. so i ran 'top' and noticed that mysql was eating about 50% of my cpu resources ( both CPU'S) .. i can't imagine that otrs would need that processing power to read it's tickets.. anyone else had this problem in the past ? -- Best regards, Danny mailto:dannyz@belgonet.com belGOnet.com a Euro-pictures division - internet solutions place princesse elisabeth 9/11 - 1030 Brussels - Belgium Tel : +32-(0)2-215.67.65 - Fax : +32-(0)2-215.66.65

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Distributed setup (customer.pl)
by Patrick Zwahlen 17 Jun '03

17 Jun '03

Hi you all, I am seriously evaluating OTRS at the moment. We are doing Managed Security Services, and for that purpose, we have a linux appliance (based on RH7.3) located in the customer premises. This box has a WEB interface, where the customer can see his devices status, security reports, intrusion reports, and so on... We also have a secure connection from this box to our central Operation Center. What poeple usually do is to have ONE server with the customer interface (the customer.pl in our case), located in a central point. In our case, I would like to have this interface on the customer appliance. Because of the encrypted connection, I have no problem talking to a central MYSQL database (may have speed concerns with attachements). - Do you see any issue having such a setup ? - Do I need a full OTRS install on each appliance, or can I live with a stripped down setup ? - What is the risk that a customer sees the ticket of another customer via the customer.pl ? Any input would be highly appreciated... Thanks you for this great piece of software, and best regards. - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

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Cron Job Error: Cant connect to....
by Gerhard 17 Jun '03

17 Jun '03

Hello! I receive following error: ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Thu Jun 5 13:50:00 2003 Message: Can't connect to Traceback (6949): Module: main::FetchMail (v1.9.2.1) Line: 130 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.9.2.1) Line: 106 in the database are two pop3 boxes, but one is empty. We tested the system before and want to delete the test box later. There was no function for deleting - also we erased the lines in the form. Now always the cron job message appears. Could we delete the database entry or ar there any dependencies? Thank you for an answer Gerhard

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Escalation during working hours/ differing prioritys
by Victor Penso 17 Jun '03

17 Jun '03

As I understand it, OTRS do not respect the working hours from a company. In our case, we answer tickets only on business days. Is there a way to limit the escalation process? Every queue can be configure with an escalation time. Is priority depending escalation possible? Thank you for your help Vic

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Use Auth LDAP with Exchange server
by remi.seguy＠laposte.net 17 Jun '03

17 Jun '03

Hello, I try to use LDAP Auth for agent I check the perl modules : everything seems ok (Net::ldap is ok) in Config.pm I put the 4 lines with parameters $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '@IPldapserver'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; 1/ I create an agent in the OTRS base. When I try to log through the LDAP auth I 've got this message User: remi.seguy login failed: 'Invalid credentials' (REMOTE_ADDR: mypc). In the ldap properties of my entry in the ldap server, I haven't found any information Pwd (it's an Exchange Server 5.x) and authentification relies on the Windows Dommain Account associated with the email box. Have yo any idea ? Rémi Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)"

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