July 2003 - otrs - OTRS mailing lists

Installing OTRS on HOST-Server
by Sven Röttgen 03 Jul '03

03 Jul '03

Does anyone know if OTRS can be installed on Hosts like: STRATO, 1&1, DOMAINFACTORY etc. ? I tried to install OTRS after un-taring the archive to my HD. I used my FTP-Tool to upload the files onto my webspace. I uploaded the full un-tared and unchanged OTRS folder (with all its content), using FTP. After uploading I tried to run the installer.pl like this: www.xxx.de/otrs/bin/cgi-bin/installer.pl well, what should I say - wihtout success... My webspace is hosted by Domainfactory and all stuff needed by OTRS is installed (Perl, MySQL etc.)... I don't understand the installation guide, because I'm not using my own webserver. So, I don't have shell-access etc... But I know that Domainfactory is using Linux Operating System and Apache Webserver. Well...any hints??? Regard, Sven

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Automatic ticket assignment?
by Dave Hodson 03 Jul '03

03 Jul '03

I'm an OTRS newbie (although I have read the manual :-)) System works great, have one (hopefully) easy question - we'd like to automatically assign an inbound email to a specific person. Today, we have an inbound email going to a specific queue and have a person that gets notified that there is a new ticket in that queue, but it is not assigned to them. I believe this is probably done with the GenericAgent, but cannot figure out the syntax. Any help appreciated. Regards, Dave

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Antw: Re: [otrs] Customer User Backend with Novell eDirectory
by Gregor Weissmann 03 Jul '03

03 Jul '03

webserver had been restarted - it was a bug: in the file /opt/otrs/Kernel/System/CustomerUser/LDAP.pm on line 50: was: $Self->{SearchUserPw} = $Self->{ConfigObject}->Get('CustomerUser')->{'Params'}->{'UserPW'} || ''; should be: $Self->{SearchUserPw} = $Self->{ConfigObject}->Get('CustomerUser')->{'Params'}->{'UserPw'} || ''; (notice the capital lower w in UserPw) works fine after changing this... Grey -- Gregor Weissmann - Zentraler Informatikdienst(ZID) der Boku/Wien gregor.weissmann(a)boku.ac.at (phone) +43 1 47654 2142 (fax) +43 1 47654 2149 >>>> martin(a)edenhofer.de 02.07.2003 23:37:41 >>> >Hi Gregor, > >On Wed, Jul 02, 2003 at 05:23:58PM +0200, Gregor Weissmann wrote: > >> i'm trying to configure otrs with our eDir - this should be just like >> any other ldap-server, but it doesn't work: >> when i search for a user when starting a phone-message, it simply >> returns nothing - no error, but no results found. in the syslog htere is >> also no information... >> >> [config settings] > >It looks like perfect. > > -=> Did you restart the webserver after changing Kernel/Config.pm? > (if you use mod_perl then Kernel/Config.pm is compiled just one time) > >> Grey > > -Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/

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Bug with certain types of messages?
by Alan Murrell 03 Jul '03

03 Jul '03

Hello, I am wondering if anyone has come across this. I have noticed that there are a couple of times where I click on a queue with tickets in it, but instead of showing the tickets, I get a generic "page cannot be displayed" error page, with the following in the URL: cid:Z86406h3Y26930 Only by moving the tickets one-by-one into a different queue using Webmin's MySQL databse tool (changing the QueueID in the "ticket" table) can I clear it up. Unfortunately, I am not sure what causes this; I suspect a weird attachment, or perhaps odd characters, but was wondering if anyone else knew for sure. Unfortunately, I have since deleted the "problem" message, but if anyone isn't sure what causes this, I can attempt to examine the message that causes this next time I come across it. TIA, Alan Murrell <silkbc(a)yahoo.com> ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

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Re: [otrs] Mod_perl and functionality
by vinni＠3ie.org 03 Jul '03

03 Jul '03

First of all i want to thank you for the work you do with OTRS, it look very nice and adaptable to what i need. On Tuesday 01 July 2003 17:20, Martin Edenhofer wrote: > Hi Vinni, > > On Mon, Jun 30, 2003 at 10:55:40AM +0200, Durepaire vincent wrote: > > Ive recently installed and configured OTRS but i see 3 litle problems, > > Could you please read untill the end. id like to know if im wrong. > > > > 1) I use Mod_perl to make the OTRS 1.1.2 run. It works but i dont > > understand very well how this line works in my httpd.conf. > > Perlrequire $ORTS_HOME/scripts/apache-perl-startup.pl > > Cause it is being executed at the begining of apache (as i wanted) but > > when "$OTRS_HOME/bin/cgi-bin/Customer.pl" is executed whitout theses > > lines use Kernel::Config; > > use Kernel::Config::ModulesCustomerPanel; > > use Kernel::System::Log; > > [...] > > use Kernel::Output::HTML::Generic; > > > > I get some errors like > > > > Name "Kernel::System::AuthSession::CheckSessionID" used only once: > > possible typo at /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line > > 606. Name "DBI::errstr" used only once: possible typo at > > /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 127. > > > > Can't locate object method "new" via package "Kernel::Config" (perhaps > > you forgot to load "Kernel::Config"?) at > > /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl line 67. > > [Fri Jun 27 12:22:32 2003] [error] [client 192.168.2.36] Premature end of > > script headers: /home/httpd/htdocs/otrs/bin/cgi-bin/customer.pl > > > > That means that the modules are not loaded into memory, i thought the > > apache configuration line "Perlrequire > > $ORTS_HOME/scripts/apache-perl-startup.pl" was supposed to do that. > > In $ORTS_HOME/scripts/apache-perl-startup.pl is a "use lib" for the > $ORTS_HOME. If you change if from "/opt/otrs/" to > "/home/httpd/htdocs/otrs/" the it will work. > I still dont understand cause i allready had this line il my $ORTS_HOME/scripts/apache-perl-startup.pl. It doasent matter ill try latter and tell you what it was. > > 2)While configuring OTRS i found out that using the customer interface i > > could not send a ticket to different Queues using only one "system mail > > address destination" filtered from the creator of the ticket. > > I've allready configured my qmail server with procmail to filter all > > incoming mails, so that when sending mail to the OTRS System email > > address with a mailer, emails are rederected to differents queues > > depending on the From header. > > But it daosnt work with the customer interface cause it doasnt send any > > mail to qmail to create a ticket. I need some help, i'd be very glad if > > any one can answer me on that point. > > The queue-selection in customer.pl is configurable. > > If you want all queues, add the following to your Kernel/Config.pm > > $Self->{CustomerPanelSelectionType} = 'Queue'; > $Self->{CustomerPanelSelectionString} = 'Queue: <Queue>'; > > -(don't replace <Queue>)- > > Maybe it's what you want. You answer is almost perfect but i dont want to see every possible queue in the selection panel, i only want some queue per user to be displayed. For exemple id like : Paul to be able to post to queue "admin-queue" and/or "web-queue" only and Jack to be able to post to queue "organisation-queue" and/or "web-queue" only How could i do this, cause i can do that from the mail interface with Procmail but i dont see how to do that from the customer web interface. > > 3) While creating a ticket by emailing the OTRS email address i cannot > > see the ticket ive created under the customer interface, only in the user > > interface. is it normal and how could i go against it (filling some > > headers....?) > > The customer id is the key. You will see all tickets with the same customer > id of the current customer user. If you use the email interface there will > be done a lookup (based on the email address) in the customer database. If > there is no entry (no customer id) then the email address is used as > customer id. > > -=> So use the email address as customer id by creating the customer > users and you will see the tickets (both, form the customer interface > and email interface). > > > ################## CONFIGURATION FILE > > > > Vhost.conf > > > > </VirtualHost> > > <VirtualHost xxx.xxx.xxx.xxx:80> > > ServerName xxx > > DirectoryIndex /customer.pl > > Alias /otrs-web "/home/httpd/htdocs/otrs/var/httpd/htdocs/" > > DocumentRoot /home/httpd/htdocs/otrs/bin/cgi-bin > > Perlrequire /home/httpd/htdocs/otrs/scripts/apache-perl-startup.pl > > > > <Location "/home/httpd/htdocs/otrs/bin/cgi-bin"> > > SetHandler perl-script > > PerlHandler Apache::Registry > > Options ExecCGI > > PerlSendHeader On > > </Location> > > [...] > > This looks fine. Maybe you also will have a look at the performance page > at http://doc.otrs.org/ -=> Performance Tuning -=> Webserver. :) > > > Vinni > > -Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Vincent Durepaire 3ie Epita vinni(a)3ie.org

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this is my scripts to reject all incoming email except valid customer and agent
by Chris Wong 03 Jul '03

03 Jul '03

Dear all, I've write 2 scripts to reject the email for otrs. This script only support for the system has procmail and php. Would you please give me some suggestion for my script? Thanks Chris .procmailrc : : : VERBOSE=on MAILLIST=`$HOME/getEmail.php` :0 fhw: * $ !From.${MAILLIST} | (formail -r ; echo "Your post has been rejected,") | $SENDMAIL -oi -t : : ###----getEmail.php:-----### #!/usr/bin/php -q <?php mysql_connect("localhost","userid","passwd"); mysql_select_db("otrs"); $sql1="SELECT c.email FROM customer_user c, valid v WHERE c.valid_id = v.id AND v.name = 'valid'"; $sql2="SELECT p.preferences_value FROM system_user s, valid v, user_preferences p WHERE p.preferences_key = 'UserEmail' AND p.user_id = s.id AND s.valid_id = v.id AND v.name = 'valid'"; $result1 = mysql_query($sql1); $mail_list=""; while($row = mysql_fetch_array($result1)){ if(strlen($mail_list)>0) $mail_list=sprintf("%s|",$mail_list); $mail_list = sprintf("%s%s",$mail_list,trim($row[0])); } mysql_free_result($result1); $result2 = mysql_query($sql2); while($row = mysql_fetch_array($result2)){ if(strlen($mail_list)>0) $mail_list= sprintf("%s|",$mail_list); $mail_list = sprintf("%s%s",$mail_list,trim($row[0])); } mysql_free_result($result2); printf("%s",$mail_list); ?> _________________________________________________________ 最新鈴聲推介:十面埋伏，千金，心淡... http://ringtone.yahoo.com.hk

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Additional From in eMailheader lets get otrs confused (fwd)
by development＠sicherheitsmanagement.org 02 Jul '03

02 Jul '03

Hi all, first i had to say: otrs is realy nice and it seems to be very encouraging. Dont stop that project and dont loose your positive alignment. Genug geschleimt ;) My prob seems to be a little bit off topic, but in assocition with otrs it is a problem for me. Short description: Every eMail i get above postfix becomes a additional Entry in Mailheader (dont aks me why - thats my problem). So a received email look like this: ----->8 schnipp 8<--------------- >From otrs(a)otrs.org Wed Jul 2 13:36:10 2003 >From [local-username] Wed Jul 2 13:36:10 2003 Return-Path: <otrs(a)otrs.org> Delivered-To: ... ----->8 schnipp 8<--------------- This second additional ">From " entry becomes the otrs eMailparsing confused. So i can't work this way with otrs. But it is a postfix problem. Anyone does have any idea how i can kick that additional [censored] line ? Some Background-Info: I receive eMail above the normal MX-Record way und work beside postfix with virtual domains. Thank you, marc

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Customer User Backend with Novell eDirectory
by Gregor Weissmann 02 Jul '03

02 Jul '03

Hi i'm trying to configure otrs with our eDir - this should be just like any other ldap-server, but it doesn't work: when i search for a user when starting a phone-message, it simply returns nothing - no error, but no results found. in the syslog htere is also no information... pls help:) thx Grey the relevant parts of my config.pm and a sample ldapsearch ... i $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'lacerta.boku.ac.at', # ldap base dn BaseDN => 'o=lacerta', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=ldap,o=lacerta', UserPw => 'pw', }, # customer uniq id CustomerKey => 'dn', # customer # CustomerID => 'bOKUMailSMA', CustomerUserListFields => ['uid', 'cn', 'bOKUMailSMA'], CustomerUserSearchFields => ['uid', 'cn', 'bOKUMailSMA'], CustomerUserPostMasterSearchFields => ['bOKUMailSMA'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'bOKUMailSMA', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'bOKUMailSMA', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # ldapsearch -h lacerta -D cn=ldap,o=lacerta -w pw -x uid=grey version: 2 # # filter: uid=grey # requesting: ALL # # grey, lacerta dn: cn=grey,o=lacerta bOKUMailSMA: gregor.weissmann(a)boku.ac.at bOKUMailDrop: grey(a)regulus.boku.ac.at bOKUMailAddress: gw(a)boku.ac.at bOKUMailAddress: grey(a)boku.ac.at bOKUMailAddress: grey(a)leo.boku.ac.at bOKUMailAddress: virus-alert(a)boku.ac.at bOKUMailAddress: listmaster(a)leo.boku.ac.at nGWVisibility: 2 nGWObjectID: grey nGWPostOffice: cn=Erde,o=lacerta nGWFileID: 274 nGWGroupWiseID: Sonne.Erde.grey{106}2A828E00-14E7-0000-8BF2-65004B00F800 mail: grey(a)lacerta.boku.ac.at uid: grey givenName: Gregor fullName: Gregor Weissmann Language: ENGLISH sn: Weissmann securityEquals: cn=administrator,o=lacerta passwordAllowChange: TRUE objectClass: inetOrgPerson objectClass: organizationalPerson objectClass: person objectClass: ndsLoginProperties objectClass: top networkAddress:: MSON9Adl networkAddress:: MSON9AZH eMailAddress:: NyNncmV5QFNvbm5lLkVyZGUA loginTime: 20030701140844Z loginDisabled: FALSE groupMembership: cn=SNISERVMAN,o=lacerta cn: grey ACL: 2#subtree#cn=grey,o=lacerta#[All Attributes Rights] ACL: 6#entry#cn=grey,o=lacerta#loginScript ACL: 2#entry#[Public]#messageServer ACL: 2#entry#[Root]#groupMembership ACL: 6#entry#cn=grey,o=lacerta#printJobConfiguration ACL: 2#entry#[Root]#networkAddress ACL: 29#subtree#[Root]#[Entry Rights] ACL: 47#subtree#[Root]#[All Attributes Rights] # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 -- Gregor Weissmann - Zentraler Informatikdienst(ZID) der Boku/Wien gregor.weissmann(a)boku.ac.at (phone) +43 1 47654 2142 (fax) +43 1 47654 2149

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Cron <otrs@SV91002> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null
by Denis Heitbrock 02 Jul '03

02 Jul '03

hi, every day within the last days i receive the following message by the crontab: -----Ursprüngliche Nachricht----- Von: Cron Daemon [mailto:root@mail.schlick.de] Gesendet: Mittwoch, 25. Juni 2003 11:35 An: root(a)mail.schlick.de Betreff: Cron <otrs@SV91002> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null /bin/sh: line 1: /opt/otrs//bin/UnlockTickets.pl: Permission denied i didnt made any changes on the otrs system. i made a chmod 777 with the *.pl file but on the next day i received this message again. i use a redhat 8.0 system with otrs-1.1.1-01. could anyone help me with this problem? thxxx. greetz denis

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Ticket lock timeout notification doesn't work!
by Chris Wong 02 Jul '03

02 Jul '03

It's my setting: My queue setting in "Queue Management": - Unlock timeout (minutes) = 20 - Escalation time (minutes) = 20 Setting in preferences: - Ticket lock timeout notification = Yes - my queue is already is already to "custom queue" While i locked a customer's ticket and it's state is changed to open, the system doesn't send any notification email to me. so, what wrong of my setting? Thanks Chris _________________________________________________________ 最新鈴聲推介:十面埋伏，千金，心淡... http://ringtone.yahoo.com.hk

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