May 2004 - otrs - OTRS mailing lists

RE: [otrs] Help with X-OTRS
by Tyler Hepworth 12 May '04

12 May '04

> -----Original Message----- > From: Tyler Hepworth > Sent: Wednesday, May 12, 2004 2:51 PM > To: 'otrs(a)otrs.org' > Subject: [otrs] Help with X-OTRS > > > I have a few users that like to shout at the world and do so > by sending a 'CC' to multiple people including my helpdesk > address (even thought the message is not for the helpdesk). > I would like to setup an X-OTRS filter that ignores mail if > it comes to the helpdesk via 'CC'. > > I have tried: > > [...] > Match => { > CC => 'email(a)example.com', #place my actual helpdesk > address here }, Set => { > 'X-OTRS-Ignore' => 'yes', > } > [...] > Nevermind, 'CC' has to be 'Cc' and now it works. Darn case sensitivity! :-) Tyler

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Help with X-OTRS
by Tyler Hepworth 12 May '04

12 May '04

I have a few users that like to shout at the world and do so by sending a 'CC' to multiple people including my helpdesk address (even thought the message is not for the helpdesk). I would like to setup an X-OTRS filter that ignores mail if it comes to the helpdesk via 'CC'. I have tried: [...] Match => { CC => 'email(a)example.com', #place my actual helpdesk address here }, Set => { 'X-OTRS-Ignore' => 'yes', } [...] But the email still comes through. Have I not set this up properly? Or is it not possible to do this?

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cannot send e-mail
by Mercator GmbH 12 May '04

12 May '04

Sometimes I get this error: * invalid otrs@localhost (fqdn)! when sending e-mails. I don´t know when and why this happens. I think it happens if I am not the owner.. or what?? I dont remember.. I HAVE locked this.. hmm... anyway, what is the reason? Thanks, Marc

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German version of Macosxhints
by Covert, Jake 12 May '04

12 May '04

This is a bit off topic, but oh well... Not sure how many on this discussion list are german AND Mac OS X fans out there, but there is now a german version of the Macosxhints website (http://www.macosxhints.ch/) I basically learned unix off of this site, and the hints can really come in handy. Sorry to bother those to whom this doesn't apply. :-) ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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OTRS 1.3 and bulkaction
by Daniel Balan 12 May '04

12 May '04

Hello Guys, I just installed OTRS 1.3xCVS and I have a few questions about BulkAction utility (I think it is great) - Is it possible to "disable" that message: "ticket selected for BulkAction" ? We are working with a large amount of tickets and we need to click once again in order to close it and to go on. - After Click on BulkAction I can not set the "Next ticket state:", it is empty. Why ? - Is it possible to get an option in order to set "Bulk tickets are locked": Yes/No, because wright now they are locked by default. Regards, Daniel

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CustomerUser info from external LDAP server
by Andrew Ferris 12 May '04

12 May '04

We are running OTRS 1.2.3 on SUSE 9 Professional. We are trying to get OTRS to obtain CustomerUser data from our NetWare 6.5 LDAP server. We can use the ldapsearch command from the console on the OTRS machine to pull down information from our users OU via an anonymous read: ldapsearch -h 192.168.3.179 -b "ou=users,o=MRL" -x "(objectclass=*)" It returns # search result search: 2 result: 0 success # numResponses: 330 # numEntries: 329 Net::LDAP is installed. Here is the CustomerUser section of our Config.pm: $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Name => 'LDAP Source', Params => { # ldap host Host => '192.168.3.179', # ldap base dn BaseDN => 'ou=users,o=MRL', # search scope (one|sub) SSCOPE => 'sub', AlwaysFilter => '', # Net::LDAP }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], 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', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; When we go to the OTRS index web page we are seeing this error: Software error: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs/bin/cgi-bin/../../Kernel/System/CustomerUser.pm line 42. My sense is that are we are close to having it correctly configured but not quite there. What should we be doing differently? Andrew Ferris Network Support Analyst MRL/iCAPTURE Centre/ASL

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OTRS 1.3xCVS and Move Button
by Daniel Balan 12 May '04

12 May '04

Hello again, Another issue : after installing v1.3 I need to set the new queue and the click "Move" button. While using v1.2 (or 1.2) the ticket was moved in the new queue even if I didn't click on "Move". Is there a way to get back this utility? Thankx in advance. Daniel

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OTRS v1.3 and /var/article
by Daniel Balan 12 May '04

12 May '04

After installing v1.3 and running the PostMasterPOP3.pl I get the following: (running ls -l in /var/article/2004/05/12) drwxrwsr-x 2 otrs-user web-user 120 May 12 12:06 261972 drwxrwsr-x 2 otrs-user web-user 104 May 12 12:06 261973 drwxrwsr-x 2 otrs-user web-user 104 May 12 12:06 261974 drwxrwsr-x 2 web-user web-user 112 May 12 13:56 262051 drwxrwsr-x 2 web-user web-user 80 May 12 14:05 262052 drwxrwsr-x 2 web-user web-user 80 May 12 14:07 262053 drwxrwsr-x 2 otrs-user web-user 104 May 12 14:10 262055 drwxrwsr-x 2 otrs-user web-user 120 May 12 14:10 262056 drwxrwsr-x 2 otrs-user web-user 112 May 12 14:10 262057 drwxrwsr-x 2 otrs-user web-user 104 May 12 14:10 262058 drwxrwsr-x 2 otrs-user web-user 136 May 12 14:10 262059 I think it is wrong, all of them must be like: drwxrwsr-x 2 otrs-user web-user Do you have any idea? Regards, Daniel

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RE: [otrs] Script wont "die"
by Tyler Hepworth 12 May '04

12 May '04

> -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Wednesday, May 12, 2004 12:16 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Script wont "die" > > > On Wednesday, May 12, 2004 2:04 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: > > I am making some modifications and need to get some > debugging messages > > from it. I have found it easiest to just place "die" statements in > > the scripts and print the results to my web browser, but now that I > > have switched to linux, the scripts will no longer "die". > Is there a > > way to enable this functionality? Or is there a better method > > available for debugging? > > Depends. 'die' should work in most cases, but isn't that nice. > > Have a look into the various pieces of code of the OTRS > system - you'll get an idea on how we manage Debugging. In > general, you may set a Config.pm parameter therefore: > $Self->{Debug}. Set it to 1 or 9 - some modules spit out more > info, when this is set to a higher value. In most case, a > value of 1 were enough. > > Google knows a bunch about "Perl Debugging", for example this > article: http://www.linuxjournal.com/article.php?sid=2484 > I had read through the mailing list and tried setting the builtin debug option in Config.pm as well. Nothing was working. (Yes I restarted apache after every change). Then, instead of doing "/etc/init.d/apache-perl restart" (using debian), I did "/etc/init.d/apache-perl stop" "/etc/init.d/apache-perl start". After that it worked. Appears that my webserver is picky and does not like the command "restart". Bah, stupid computers. :D Tyler

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to add to documentation ? -- read from IMAPS with fetchmail and procmail
by Yann RICHARD 12 May '04

12 May '04

Hi this is an exemple of config to permit OTRS to read mail from an IMAPS server with fetchmail and procmail: # .fetchmailrc poll <IMAP SERVER> port 993 plugin "openssl s_client -connect %h:%p" \ protocol IMAP username <OTRS_MAIL_USERNAME> password \ <MAIL_PASSWORD> is <LOCAL OTRS USERNAME> # crontab - to check mail every 5 min */5 * * * * /usr/bin/fetchmail -a -m /usr/bin/procmail >> /dev/null If procmail and fetchmail binary are not in /usr/bin change theirs location to the good location. It's not a scoop but perhaps some people search that. Regards, Yann -- o--------------------------------------------------------------o | Yann Richard ze(a)nawak-online.org | | #ICQ 295617227 http://www.nawak-online.org/~ze/ | | GPG FingerPrint: | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

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