November 2004 - otrs - OTRS mailing lists

Problems with installation/configuration (redirection loops)
by Fredrik Andersson 29 Nov '04

29 Nov '04

Hello! Our company have decided to install otrs , but I am having problems with the installation/configuration. The problem is that I can not log in (using root@localhost/root). We are running the following: Windows 2003 server Apache 2.0.52 mod_perl 1.99_17 Perl 5.8.4 (from activestate) mysql 4.0.22-nt otrs 1.3.2 I attached my index.pl (I have added some log-entries there), the logfile from otrs (logfile.txt), my apache config (which is a standard, with otrs-specific additions), and the Config.pm The installation is on d: at d:\Apache\Apache2 d:\mysql d:\otrs d:\Perl As seen in the logfile.txt I get some kind of redirection-loop, so the session-table in mysql gets filled up with sessionids. Can anybody help me with this, because I do not really understand what is happening. I have experience running apache and mysql, both on windows- and linux-boxes, but this is the first time using perl, so I guess it is some simple mistake somewhere. Best regards Fredrik Andersson

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Installation fails
by Xavier Fustero 29 Nov '04

29 Nov '04

Hi, I am trying to install OTRS on a linux host: Red Hat Linux release 9 (Shrike); 2.4.20-8rlx4smp with Server version: Apache/2.0.48 and mod_perl-1.99_17 I am stopped at the README.webserver configuration. I added the following line to my httpd.conf: Include /ebi/www/main/includes/apache2-httpd.include.conf and have copied this file from $OTRSHOME/scripts/apache2-httpd.include.conf there. I have added the following line to this file in order to load mod_perl: LoadModule perl_module modules/mod_perl.so Then I run $APACHE_HOME/bin/apachectl configtest and it is OK but when I try to start httpd I get: [Fri Nov 26 18:18:47 2004] [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /ebi/www/main/otrs/Kernel/cpan-lib /ebi/www/main/otrs/ /ebi/www/common/perl/lib/5.8.2/i686-linux /ebi/www/common/perl/lib/5.8.2 /ebi/www/common/perl/lib/site_perl/5.8.2/i686-linux /ebi/www/common/perl/lib/site_perl/5.8.2 /ebi/www/common/perl/lib/site_perl . /ebi/www/common/apache/ /ebi/www/common/apache/lib/perl) at /ebi/www/common/perl/lib/site_perl/5.8.2/i686-linux/mod_perl.pm line 14 Compilation failed in require at /ebi/www/common/perl/lib/site_perl/5.8.2/i686-linux/Apache.pm line 6. BEGIN failed--compilation aborted at /ebi/www/common/perl/lib/site_perl/5.8.2/i686-linux/Apache.pm line 6. Compilation failed in require at /ebi/www/main/otrs/Kernel/cpan-lib/CGI.pm line 190. Compilation failed in require at /ebi/www/main/otrs/scripts/apache2-perl-startup.pl line 20. BEGIN failed--compilation aborted at /ebi/www/main/otrs/scripts/apache2-perl-startup.pl line 20. Compilation failed in require at (eval 2) line 1. [Fri Nov 26 18:18:47 2004] [error] Can't load Perl file: /ebi/www/main/otrs/scripts/apache2-perl-startup.pl for server web57-node1.ebi.ac.uk:0, exiting... I tried to add the lib path for Apache::Constants in apache2-perl-startup.pl like it was for use lib "/ebi/www/main/otrs/"; use lib "/ebi/www/main/otrs/Kernel/cpan-lib" but it doesn't help..... Many thanks for your help, Xavi -- Xavier Fustero Benavent Work: +44(0)1223 494664 Systems Unix Administrator Fax: +44(0)1223 494468 EMBL-European Bioinformatics Institute (EBI). Wellcome Trust Genome Campus

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URGENT... after upgrade ticket # starts at 1
by Mercator GmbH 28 Nov '04

28 Nov '04

I have upgraded from 1.2.3. to 1.3.2 and now my ticket number starts at 1000001 but I had already counted up to 1012040 So, my old tickets will be overwritten!!! WHAT can I do? And HOW??? Urgent, please help, because my tickets are being overwritten right now!! Please mail me at: info(a)mercator.net Thanks, Marc

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Search Results do not return the correct ArticleID of a ticket
by T. Kasikci 28 Nov '04

28 Nov '04

Hi Folks, Has anyone noticed that you use the agent search interface, the results seem to point at the first article associated with a ticket, and not the actual article that triggered the result. As a workaround, I click on print, then do a "find" on the print preview. Has anyone worked around this in code, yet? Cheers, Tom

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Problem with installation - Sorry but my english
by Gustavo Azambuja 28 Nov '04

28 Nov '04

Hi, I Installed OTRS 1.3.2 from RPM and TAR.GZ with Apache2 An in the logs i have this error: [root@empresa root]# cat /var/log/httpd/error_log |grep otrs|head [Sat Nov 27 18:33:06 2004] [error] [client 10.10.10.129] client denied by server configuration: /var/www/intranet/otrs [Sat Nov 27 18:33:06 2004] [error] [client 10.10.10.129] client denied by server configuration: /opt/otrs/bin/cgi-bin/index.pl The Permision: [root@proinfo root]# ll -h /opt/ total 4,0K drwxr-xr-x 7 otrs otrs 4,0K nov 27 21:32 otrs/ [root@proinfo root]# ll -h /opt/otrs/ total 156K drwxr-xr-x 3 root root 4,0K nov 27 21:32 bin/ -rw-r--r-- 1 root root 54K oct 18 07:16 CHANGES -rw-r--r-- 1 root root 18K oct 18 07:16 COPYING -rw-r--r-- 1 root root 1,7K oct 18 07:16 CREDITS drwxr-xr-x 3 root root 4,0K nov 27 21:32 doc/ -rw-r--r-- 1 root root 5,4K oct 18 07:16 INSTALL -rw-r--r-- 1 root root 1,2K oct 18 07:16 INSTALL.RedHat -rw-r--r-- 1 root root 1,2K oct 18 07:16 INSTALL.SuSE drwxr-xr-x 8 root root 4,0K nov 27 21:32 Kernel/ -rw-r--r-- 1 root root 7,8K oct 18 07:16 README -rw-r--r-- 1 root root 987 oct 18 07:16 README.application-module -rw-r--r-- 1 root root 3,0K oct 18 07:16 README.database -rw-r--r-- 1 root root 2,6K oct 18 07:16 README.dtl -rw-r--r-- 1 root root 3,7K oct 18 07:16 README.webserver -rw-r--r-- 1 root root 105 oct 18 07:16 RELEASE drwxr-xr-x 6 root root 4,0K nov 27 21:32 scripts/ -rw-r--r-- 1 root root 2,7K oct 18 07:16 TODO -rw-r--r-- 1 root root 1,5K oct 18 07:16 UPGRADING drwxr-xr-x 10 otrs apache 4,0K nov 27 21:32 var/ (I used bin/SetPermissions.sh /opt/otrs otrs apache otrs apache) Any idea??? Gustavo Azambuja

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Article.pm problem
by Czakó Krisztián 27 Nov '04

27 Nov '04

Hello, When I send an e-mail to otrs (the e-mails to user "otrs" is piped to PostMaster.pl via a .forward file in the home directory of the otrs user) a get the following reply from exim4: > A message that you sent could not be delivered to one or more of its > recipients. This is a permanent error. The following address(es) > failed: > > pipe to | /var/www/localhost/otrs-1.3.1/bin/PostMaster.pl > generated by otrs(a)otrs.somedomain.hu > > The following text was generated during the delivery attempt: > > ------ pipe to | /var/www/localhost/otrs-1.3.1/bin/PostMaster.pl > generated by otrs(a)otrs.somedomain.hu ------ > > Use of uninitialized value in string eq > at /var/www/localhost/otrs-1.3.1/Kernel/System/Ticket/Article.pm line > 1387. I get the same error from PostMaster.pl when I pipe a message to it via commandline. The referenced line is > if ($Param{Crypt} && $Param{Crypt}->{Type} eq 'PGP' && $Param{Crypt}->{SubType} eq 'Detached') { I guess $Param{Crypt}->{SubType} is not definied, but I don't know why and how to fix it. Could you help please? Regards, Slapic

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How to reset customerid after populating customer_user table?
by T. Kasikci 25 Nov '04

25 Nov '04

I've populated the customer_user table, and I'm wondering how to go back and change all the customer_ids of tickets to match. Has anyone done this? Cheers, Tom

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e-mail address replaced with database email!
by Anne-Mie Vandermeeren 25 Nov '04

25 Nov '04

Hi, For the CustomerUser information we use our LDAP server. We have the following problem: When the helpdesk is unable to solve a ticket, we sometimes forward the mail to an external expert. That seems to work fine, but we have a problem replying to the expert if we need more info from this expert: What we do: We zoom in on the ticket, select the "customer (email-external)" to go to the mail sent by the expert. We use "compose an answer". Doing this, The To:address is changed to the customer who initially sent the mail. And we get a message at the top saying: To: (expert-adres) replaced with database email! We don't want this, since we're trying to contact the expert. How can we make sure this address is not replaced, but kept. The mail itself mentiones the first name of the expert if we use the <OTRS_CUSTOMER_REALNAME>, so this is correct. Only the To: address isn't correct. We can go around the problem, if we update the customerID for this ticket ito something different and use the compose answer to this expert. In this case the e-mailaddress used is correct. Of course this is no solution, but maybe this information can help. Any idea on how to solve this when using the LDAP? Thanks, Anne-Mie

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Perl LDAP for OTRS 1.2.4-01 on Win32
by Matthew Nunns 25 Nov '04

25 Nov '04

Hi, Im trying to setup perl LDAP on a windows machine to use for OTRS. Everything installed ok and the perl test scripts seem to work. If I go to the command line and try to run "ppm query" I get the following message:- Failed to load PPM_DAT file Can't use an undefined value as a SCALAR reference at C:/otrs/perl/site/lib/PPM. pm line 1649, <DATA> line 40. Im completely stumped. Also im very stuck as to how I add the LDAP modules, but my first aim was to see what was running on the machine! I cant even do that. Any help would be much appreciated. Matt Nunns ------------------------------------------------------------------------------------------ The views expressed in this e-mail are the views of the individual and may not reflect the views of the organisation. The John Brash Group of companies(John Brash and Company Limited,HLD Ltd,UKLS Ltd) accepts no liability for any losses or damages arising from reliance on the information contained in this e-mail. The information contained in this e-mail is confidential, may be legally privileged and is intended solely for use by the individual or organisation to whom it is addressed. E-mail information is subject to copyright and must not be used, disseminated, copied or disclosed to third parties without the written consent of the John Brash Group. If you are not the intended recipient you should delete this e-mail, destroy all copies and inform the John Brash Group:- administrator(a)johnbrash.co.uk

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Can't use MOd_perl with apache2 and otrs!
by kalldrex-otrs＠yahoo.com 25 Nov '04

25 Nov '04

ok I can't get otrs to wrok with mod_perl. Perl is complaining that it can't find the Apache.pm. Looking through CPAN it looks like the apache perl module is for the apache1 mod_perl but I'm using apache-2.0.52 for otrs. Furthermore, when I go into the CPAN shell and do a "install Apache" and give it the source for apache, it tells em it can't compile cause it requires 1.3.0 apache version. So how am I supposed to get otrs working with mod_perl with apache2?

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