November 2004 - otrs - OTRS mailing lists

otrs error after login after initial install
by Jaron Parsons 10 Nov '04

10 Nov '04

I just installed otrs, from cvs on a FreeBSD 4.10 with apache 1.3.27 and mod_perl 1.29_1 I went through all the docs, and everything worked like it should, ran the installer it completed without a hitch Went to the login screen which came up fine, and logged in with the initial user/pass and I get the following error in my browser: Software error: Can't insert session id! at ../..//Kernel/System/AuthSession/DB.pm line 194. Any ideas to the problem? Jaron

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Re: [otrs] Default Tech
by rcg＠wt.bc.ca 10 Nov '04

10 Nov '04

Thanks so much for your comments. I appreciate the amazing work done on OTRS so my odd requests are really a reflection of my very strange needs and not a "flaw" in OTRS design. I am trying to make OTRS do things it was not intended to do in a way that poses more problems than it solves so it is no wonder that I am running into trouble. Richard Giroux IT Manager Whitelaw Twining 604-443-3464 (direct) rcg(a)wt.bc.ca http://www.whitelawtwining.com --------------------------------------------------------------------- This e-mail message is directed in confidence solely to the person or entity to whom it is addressed. The contents of this e-mail may be subject to solicitor-client privilege. All rights to that privilege are expressly claimed and not waived. Any review, retransmission, dissemination or other use of the contents of this e-mail by persons or entities other than the intended recipient is prohibited. We would appreciate a reply if this e-mail has been delivered to someone other than its intended recipient. ---------------------------------------------------------------------

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Size of Session Data
by Franz Ferdinand Esberger 10 Nov '04

10 Nov '04

Hi, running otrs 1.3.1 pretty well i wondered about an _huge_ amount of messages like the one at the bottom in my error.log. Can anybody tell me where to extend the Max. size of SessionData ? Or is there another way to avoid this ? I added the following Lines in my Config.pm, trying to avoid this, but had no luck: <Custom.pm snip> # ---------------------------------------------------- # # Session LifeTime # # ---------------------------------------------------- # # SessionMaxTime # (Max valid time of one session id in second (8h = 28800).) $Self->{SessionMaxTime} = 6*60*60; </Custom.pm snip> <error.log snip> ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Nov 10 16:35:26 2004 Message: Can't write session data. Max. size (358400 Bytes) of SessionData reached! Drop old sessions! Traceback (17773): Module: Kernel::System::AuthSession::IPC::_WriteSHM (v1.15) Line: 71 Module: Kernel::System::AuthSession::IPC::UpdateSessionID (v1.15) Line: 343 Module: Kernel::System::AuthSession::UpdateSessionID (v1.21) Line: 169 Module: Kernel::Modules::CustomerTicketOverView::Run (v1.31) Line: 58 Module: Apache::ROOTbug_2etechnikum_2dwien_2eat::otrs::customer_2epl::handler (v1.31) Line: 642 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 </error.log snip> Any Ideas ? Greets Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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RE: [otrs] error OTRS-PM-10
by Eric Assouad 10 Nov '04

10 Nov '04

Tyler and Markus, Just a thank you for your advice regarding the e-mail attachment issue I was having. I bumped up both the mySQL and OTRS attachment settings, and my bouncing e-mail issue is resolved. There are several people here who are very happy not to get a reoccurring ticket in their inbox. Thanks! Eric -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Monday, November 08, 2004 10:40 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] error OTRS-PM-10 On Mon, 8 Nov 2004 17:27:35 +0100, Markus Ruecker <mr(a)otrs.de> wrote: > Hi Eric, > > It has to be set in your MySQL Configuration File (my.cnf). > > Regards, > > Markus Ruecker [snip] Set the following in you Kernel/Config.pm (if you need greater than 5 Mb upload) # MaxFileUpload # (Max size for browser file uploads - default 5 MB) $Self->{MaxFileUpload} = 1024 * 1024 * 5; And read the following about configuring the DB (if you are using MySQL) http://dev.mysql.com/doc/mysql/en/Packet_too_large.html _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Can't call method "png"
by Alessio Tosi 10 Nov '04

10 Nov '04

I'm upgrading from 1.2 to 1.3 but I got some problem with the new stats the system is new is Gentoo Apache 2 mod_perl mod_php fastcgi GD 2.16 GD::Graph 1.43 When I try to make a statistic in format graph (but also bargraph etc.) I get Can't call method "png" on an undefined value at /opt/otrs//Kernel/Modules/SystemStats.pm line 333.\n gentoo is compild with USE=png..... Ciao AleX

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Customer User Backend, Auth Backend and Customer Users
by Yann Richard 10 Nov '04

10 Nov '04

Hi all, First I apologize for my poor english ! I currently work on multiple customer id / Customer User <-> Groups. I use an LDAP backend for authenticating my users and LDAP backend to extract information about us. In the Auth backend I use an LDAP group to know if someone is an authorized customer/agent. I Use the LDAP's data backend to mapping LDAP data to the OTRS user who are authenticated. For this part all is very good ! (OTRS is the first product I see who really separate Auth backend and User's data backend !) The problem is: When I open ticket, I can't see it (I think the multiple Ids don't work for my configuration. I have made no configuration in Customer User <-> group. I can see the CustomerIds in the agent interface and it is correctly set. When click on Customer User <-> group or Customer User, OTRS try to list all LDAP user instead of list only users who belong to the LDAP's group in Auth backend config. I think it's because OTRS use the User's data backend to make this list. In the User's data backend config there is no way to limit searches by adding an LDAP group. There is only an AlwaysFilter. So there is an undocumented option for this backend to restrict data backend with an LDAP group ? Thanks to the help ;) Regards, Yann ps: I use OTRS 1.3.2 Some extract of my config: # --------------------------------------------------- # # customer authentication settings # # (enable what you need, auth against otrs db or # # against a LDAP directory) # # --------------------------------------------------- # # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxx.xxx.fr'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=People,dc=ldap,dc=xxx,dc=fr'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrs-client,ou=Groupe,dc=ldap,dc=xxx,dc=fr'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'someuser'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '****'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxx.xxx.fr', # ldap base dn BaseDN => 'ou=People,dc=ldap,dc=xxx,dc=fr', # search scope (one|sub) SSCOPE => 'one', # 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=otrs,ou=System,dc=ldap,dc=xxx,dc=fr', UserPw => 'otrs', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(!(edupersonAffiliation=student))', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'uid', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'displayName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 100, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Civilité', 'supannCivilite', 1, 0, 'var' ], [ 'UserFirstname', 'Prénom', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Nom', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Nom de connexion', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'E-mail', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'Identifiant', 'uid', 0, 1, 'var' ], [ 'UserPhone', 'Téléphone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserBuildingName', 'Batiment', 'buildingName', '1', '0', 'var' ], [ 'UserRoomNumber', 'Bureau', 'roomnumber', '1', '0', 'var' ], [ 'UserAffectation', 'Affectation', 'supannAffectation', '1', '0', 'var' ], [ 'UserAffiliation', 'Affiliation', 'supannPrimaryAffiliation', '1', '0', 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], # var, frontend, storage, shown, required, storage-type, http-link [ 'UserCustomerIDs', 'CustomerIDs', 'attxxxaffectation', 1, 0, 'var' ], ], }; I have annonimized some fields for security reason. -- M. Yann Richard yann.richard on gmail.com

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Re: [otrs] Default Tech
by rcg＠wt.bc.ca 10 Nov '04

10 Nov '04

Thanks for your reply but I still have some questions.... I understand (it think) what you are saying but if I tried to do this and it ran into trouble. Here are the problems I encountered: 1. I needed to create duplicate "preferred" queues for each of my existing queues since my queues are based on area (cities). (That a lot of queues.) 2. OTRS's queue security is based on groups so I would need groups for each of the existing queues as well. 3. I don' t know how ticket for a specific area would be automatically moved in to the "general" queue for that region. (let say that each region had a queue and a sub queue for the preferred tech.) If the preferred tech did not respond, the ticket needs to move in the "root" area queue. 4. Once the preferred tech started working on the ticket, the ticket would stay in sub queue and not in the area queue where we want it. (i.e. all tickets for "Surrey" should be in "Surrey") 5. We don't really have control over which techs sign up for which queues. (They are external to our company.) so security for queues needs to be controlled from our end. Idea of a "master agent" was to avoid OTRS sending messages to all techs of a certain queue until the preferred tech has rejected the ticket. With a "master agent" every incoming ticket would be preprocess before distribution into the various queues. Anyway, it doesn't work as I said. The second thing we would like to be able to do is to assign and move tickets via email. This would allow a dispatcher to move and assign tickets from their Blackberry. The ability to change owner and lock tickets is part of that process. Is there some reason that my code doesn't work. Or why the GUI interface can't seem to change a ticket's owner? Richard Giroux IT Manager Whitelaw Twining 604-443-3464 (direct) rcg(a)wt.bc.ca http://www.whitelawtwining.com Robert Kehl <mailinglists@rob To: "User questions and discussions about OTRS." <otrs(a)otrs.org> ertkehl.de> cc: Sent by: Subject: Re: [otrs] Default Tech otrs-bounces@otrs .org 09/11/2004 10:06 AM Please respond to "User questions and discussions about OTRS." rcg(a)wt.bc.ca schrieb: > My goal is to have a "preferred tech" for each of my queues. An agent would > take new tickets in a specific queue and change the owner and lock the > ticket so that the preferred tech has a chance to look at it. It the > preferred tech doesn't respond, the auto unlock feature for OTRS will open > it up for all the other techs. The problem is that I can't seem to get it > to work. If I use the GUI agent interface, the ticket gets locked but not > assigned (change owner) to the tech. If I create an agent, the owner gets > changed but the ticket doesn't get locked. Here's my custom agent code... > > @QUEUELIST = ("White Rock","Surrey","North Van"); > @QUEUETECHNAME = ("richard","rcg","Atul"); > @QUEUEEMAIL = > ('%whiterock(a)techmedics.ca%','%surrey(a)techmedics.ca%','%northvan(a)techmedics.ca%'); > > > > > 'assign owner 1' => { > Queue => 'Raw', > Locks => ['unlock'], > States => ['new'], > To => @QUEUEEMAIL[1], > New => { > Locks => ['lock'], > Owner => @QUEUETECHNAME[1], > Queue => @QUEUELIST[1], > }, > }, > > As you can see, this agent moves and locks the tickets based on the address > the ticket was sent to. This allows me to have tickets automatically > assigned to specific queues. Personally, I'd rather have this work using > the GUI tool since it will be much easier to manage for non-linux people. This is a built-in. What you mean are the socalled 'system e-mail adresses'. You assign each of them to certain 'preferred' queues. Your agents might then have these queues as their 'personal queues' and get notified of new tickets. The other preferred agents might have access to the other 'referred', whereas the normal agents should not have access at all. This way a normal agent will only receive a ticket from his preferred tech. If the preferred tech isn't available, one of or all of the other techs assign the left-alone queue to their 'personal queue' and take over the work of the ptech not present. hth, Robert Kehl _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ --------------------------------------------------------------------- This e-mail message is directed in confidence solely to the person or entity to whom it is addressed. The contents of this e-mail may be subject to solicitor-client privilege. All rights to that privilege are expressly claimed and not waived. Any review, retransmission, dissemination or other use of the contents of this e-mail by persons or entities other than the intended recipient is prohibited. We would appreciate a reply if this e-mail has been delivered to someone other than its intended recipient. ---------------------------------------------------------------------

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Editing customer details from ticket zoom
by EDV Tekomedia 10 Nov '04

10 Nov '04

Hello, is it possible to edit the details of a customer right from the ticket zoom view. The only way I found till now is to grant the user access to edit customer information, go to the EditCustomer panel, search for the customer and edit its details. Is there any shorter way, e.g. giving all users access to edit customer information and creating a short link from the ticket zoom to edit the customer's details? Thnx in advance Markus Nagel

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Software Error Forwarding ticket
by Alex Newnham 10 Nov '04

10 Nov '04

Hello, I'm using OTRS 1.3.2 - got this recurring error when trying to forward a ticket to an external address: - Software error: Wide character in subroutine entry at path_to_otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125. - The error only occurs for a particular ticket, I've had no problems fowarding other tickets. Any help would be much appreciated. OTRS has utf8 support enabled, BTW. regards Alex

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UnlockTickets.pl
by Michael Thorsager 10 Nov '04

10 Nov '04

I have a bit of a problem, after upgrading to 1.3.2 the UnlockTickts.pl does not unlock any tickets when using the '--timeout' options. All it outputs is: <snip> UnlockTickets.pl <Revision 1.16> - unlock tickets Copyright (c) 2001-2004 Martin Edenhofer <martin(a)otrs.org> Unlock old tickets: </snip> and nothing is unlocked.. If I run the script with the '--all' option tickets are unlocked.. Has any body else had this problem? and has anybody solved it? and how? Any help is welcome, as I am going nuts over this ;) -- Michael Thorsager http://www.krakow.dk

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