May 2004 - otrs - OTRS mailing lists

Script wont "die"
by Tyler Hepworth 12 May '04

12 May '04

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? Thanks, Tyler Hepworth

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RE: [otrs] X-OTRS not filtering properly
by Tyler Hepworth 11 May '04

11 May '04

> -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Tuesday, May 11, 2004 5:15 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] X-OTRS not filtering properly > > > On Wednesday, May 12, 2004 1:11 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: > > Match => { > > Subject => '[WEB]', > > }, > > Set => { > > 'X-OTRS-Queue' => 'WebDev', > > }, > > > > It works, but too well. All message grabbed by > PostmasterPOP3.pl are > > automatically dumped into WebDev. > > Try > > Subject => '\[WEB\]', > Thank you! It works a treat. Tyler

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X-OTRS not filtering properly
by Tyler Hepworth 11 May '04

11 May '04

I enabled my POP3 email address as trusted and followed the instructions for adding matching routines to Config.pm Here are the relevant lines: [...] Match => { Subject => '[WEB]', }, Set => { 'X-OTRS-Queue' => 'WebDev', }, [...] It works, but too well. All message grabbed by PostmasterPOP3.pl are automatically dumped into WebDev. Any ideas? Thanks, Tyler Hepworth

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RE: [otrs] Custom Job in GenericAgent.pm does no function as expe cted
by Tyler Hepworth 11 May '04

11 May '04

> -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Tuesday, May 11, 2004 11:17 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Custom Job in GenericAgent.pm does no > function as expected > > > On Tuesday, May 11, 2004 6:19 PM > Tyler Hepworth <TylerH(a)natr.com> wrote: > > I created a custom job in genericagent.pm that is supposed > to send a > > page to my pager is a ticket has a priority of 5 and is > escalated. The > > page portion works just fine, but the page is sent for all tickets > > that are escalated (regardless of priority). > > You can only combine a 'Queue => Id' setting with 'Escalation => 1' > Fair enough. So, I changed my criteria to: Priorities => ['5 very high'], Locks => ['unlock'], It sent out a page for every single ticket in my system! AAAGH! :-) Any ideas? Thanks, Tyler Hepworth

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Newbie questions
by Charles Gagnon 11 May '04

11 May '04

Hello all, I am new to OTRS and this mailing list. I just finished my install and I started testing. I was wondering what most people did for user management. I noticed OTRS seems to manage its own user space and I was wondering if there was 1) a reason for this and 2) a way to have OTRS use either regular UNIX usernames/passwords combos or use any other external sources like NIS/NIS+ or LDAP. Thanks in advance. -- Charles Gagnon | My views are my views and they http://unixrealm.com | do not represent those of anybody charlesg at unixrealm.com | but me. I can't find the Any key. -- someone

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Custom Job in GenericAgent.pm does no function as expected
by Tyler Hepworth 11 May '04

11 May '04

I created a custom job in genericagent.pm that is supposed to send a page to my pager is a ticket has a priority of 5 and is escalated. The page portion works just fine, but the page is sent for all tickets that are escalated (regardless of priority). Here is the code portion of genericagent.pm ... 'send priority 5 escalation page' => { Escalation => 1, Priorities => ['5 very high'], New => { # Send a page! CMD => '/opt/otrs/bin/sendPage.pl', }, }, ... >From my understanding, it should only execute the New state if the ticket is escalated and has a priority of 5. However, the page fires when a ticket is escalated - no matter what the priority is. Any ideas? Thanks, Tyler Hepworth

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Re: [otrs] Attachments and mysql max_packet_size
by Dennis.Buehring＠net-and-works.de 11 May '04

11 May '04

> I can hardly only believe that. Did you have a look at them all? > > By default, Apache logs in /var/log/apache/, /var/log/httpd/, > /var/log/apache2/ or /var/log/httpd2/. There are usually two logfiles, > "access_log" and "error_log" (sometimes the underscore "_" is a dot "." > or left away). It may well be your Apache logs to logfiles that are > split up by your virtual hosts. In rare cases, Apache logs to syslog, > what would require an advanced configuration. > > OTRS logs to syslog by default, or to <OTRS_HOME>/tmp/otrs.log. On > Win32, the default is <INSTALL_DIR>/otrs/var/log/otrs.log, as Win32 > doesn't come with a syslogd. Logging is working correct, i can see all other messages. > Did you try another browser, such as Mozilla/Firebird or Opera? Same occurs with Mozilla/Firebird. > The behaviour does not occur with small-sized attachments, does it? Small attachments are working. > Which URL does the browser want to connect to? Does the request, if > meant for your OTRS server, reach the server? You may check this with a > paket sniffer like Ethereal. Run a copy on both machines, filter on http > traffic only. Ethereal is available from http://www.ethereal.com/ > (alongside its docs, btw...). This is my ethereal capture(libpcap), as you can see from paket 111 on something went wrong, but im only a stupid student and dont know what exactly is happening there... :) (See attached file: large_attachment) > Does the problem occur on localhost, too, ie. on the OTRS server itself? Same problem using Konqueror on localhost. > Do you have some kind of (Desktop) Firewall and/or virus scanner > running? Does the behaviour go away when (temporarily) switching those > off? No. mfg Dennis

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RE: [otrs] LDAP Authentication Failover
by Thomas Nilsen 11 May '04

11 May '04

According to the Perl LDAP documentation, Net::LDAP supports specifying multiple hosts for a simple failover method upon connect. I haven tried it myself, but I would think that one could specify multiple hosts separated by a comma on the $Self->{'AuthModule::LDAP::Host'} setting. The NetLDAP FAQ also suggests a way of doing this by using the example code below: unless ( $ldaps = Net::LDAPS->new($ldapserverone, port=>636,timeout=>5) ) { $ldaps = Net::LDAPS->new($ldapservertwo, port=>636,timeout=>20) || return "Can't connect to $ldapserverone or $ldapservertwo via LDAPS: $@"; } The problem would be if OTRS keeps the LDAP connection, in that case one would probably have to stop apache/otrs and restart it.. Thomas >-----Original Message----- >From: Robert Kehl [mailto:robert.kehl@otrs.de] >Sent: Monday, May 10, 2004 10:08 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] LDAP Authentication Failover > > >On Monday, May 10, 2004 8:19 PM >Tyler Hepworth <TylerH(a)natr.com> wrote: >> I do my agent and customer authentication off of Active Directory via >> LDAP. Occassionally, the DC that I am pointing at will be offline. >> When that happens, the entire OTRS program is unusable. To get back >> online, I have to edit the Config.pm file and point it at a different >> DC that is working. Is there a way to pass multiple DC arguments to >> the Auth modules so that if one is not available it will try >the next? > >We already track a request for a more readable error output. > >At current, having multiple LDAP servers might be desirable, but not >solvable from within OTRS. > >Workarounds: > >a) Point OTRS to your Global Catalog Server (formerly known as PDC, >formerly known as Prince), which shouldn't go away anytime. > >b) Set up a never-dying (aka localhost) LDAP server replicating the >wanted data at regularly intervals from your AD. Additionally, write a >tutorial about the replication from AD. :) > >Regards, > >Robert Kehl > >-- >((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > >_______________________________________________ >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/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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Ticket state change : operator notification?
by Lionel MARIE 11 May '04

11 May '04

Hello, Is it possible to include a notification option in the next release of OTRS, in order to have OTRS "operators" notified whenever the state of tickets changes? It is very interesting for our "Customer Care Manager" to be aware of the life of tickets... If anybody has a hack for this! L.

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LDAP Authentication Failover
by Tyler Hepworth 10 May '04

10 May '04

I do my agent and customer authentication off of Active Directory via LDAP. Occassionally, the DC that I am pointing at will be offline. When that happens, the entire OTRS program is unusable. To get back online, I have to edit the Config.pm file and point it at a different DC that is working. Is there a way to pass multiple DC arguments to the Auth modules so that if one is not available it will try the next? Thanks, Tyler Hepworth

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