November 2005 - otrs - OTRS mailing lists

Re: [otrs] MySQL 5.x
by Jeff Baughn 18 Nov '05

18 Nov '05

Thanks. I just wanted to be sure none of the table structure changes in 5.x do anything strange to OTRS. -Jeff > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Claude Watson > Sent: Friday, November 18, 2005 11:48 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] MySQL 5.x > > I'm working on setting up OTRS 2 with MySQL 5.0.9 as a test to see if we > can replace our old system. It appears to be working fine with the > limited testing I have done. I'm working on the rest of the > configuration (mail, etc) and haven't done much testing as of yet. > > Claude Watson > On Fri, 2005-11-18 at 14:13, Jeff Baughn wrote: >> Does anyone know of any reason why OTRS 2.x would have issues if I >> upgraded the SQL >> backend to MySQL 5.x? >> >> Is anyone using MySQL 5.x? I really need the "Views" feature of MySQL >> 5.x for advanced reporting and charting of the data in OTRS. >> >> Thanks. >> >> -Jeff >> _______________________________________________ >> 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/ >> > > _______________________________________________ > 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 fr Ihr OTRS System? > => http://www.otrs.de/ >

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MySQL 5.x
by Jeff Baughn 18 Nov '05

18 Nov '05

Does anyone know of any reason why OTRS 2.x would have issues if I upgraded the SQL backend to MySQL 5.x? Is anyone using MySQL 5.x? I really need the "Views" feature of MySQL 5.x for advanced reporting and charting of the data in OTRS. Thanks. -Jeff

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Lost Queue
by christian.verdun＠cfi-pac.com 18 Nov '05

18 Nov '05

I accidently put a queue sub directory under its own subdirectory and it vanished from the Queue area however is still visible in the <-> areas of queue & response options. (Shows as Misc::Finished::Finished) Could anyone explain how to fix this if they have ran into this issue before? I have a ticket lost in there so it has become a inconvience when sorting through customers tickets. Thank you very much for your time and help.

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upgrading from 2.0.1 to 2.0.3
by Jeff Baughn 18 Nov '05

18 Nov '05

Is there anything specific that needs to be done to upgrade from 2.0.1 to 2.0.3? the UPGRADING.readme files all refer to upgrading from 1.x to 2.x. Is it just a matter of shutting down services and unpacking the files? Thanks, Jeff

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LDAP and AD
by Swett, Alex 18 Nov '05

18 Nov '05

Hello everyone. What a great community. Maybe after reading ~all~ the archives, I'll have a super-incredible, totally reliable, never stoppable OTRS system. I already love it, but I'm a newbie. However, I have done quite a bit of RTFMing, so my question is not 100% unresearched. I'm just confused. (Looks like a lot of questions here, but it's mostly code). I am having trouble connecting OTRS to our domains Global Catalog (running either on 3268 or 3269, depending) so OTRS can authenticate customers through it. A little up front info: I am running OTRS v. 2.0.3 Our OTRS is running on a Windows 2003 server and has been quite reliable; Since I want the system to actually be working while I am also tweaking, I am only trying to authenticate the ~customer interface~ through LDAP connecting to our GC; I have successfully connected an LDAP browser to our GC and can poke around with no issues; I know you might hate my bold type - especially if viewing in plain text <b> ;) - but, hopefully this makes it easier on the eyes as far as separating the code from the Qs. 1) The Windows installer package installs NET::LDAP, but does it install everything I need? When I have gone through the whole cpan process, a few other things install (like the SSL script which I don't need right at this moment) I haven't run the cpan process since this revision of my installation. The current output of my otrs.checkmodules says I am only missing the required module Date:: Format 2) I have tried some of the suggestions, such as placing this in my config.pm: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; # You must first authenticate as a user for the NA domain before you can query the AD and authenticate against it $Self->{'AuthModule::LDAP::Host'} = 'my.host.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=blah,ou=bblah,dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #<-- I left that that way $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LAST\, First, ou=blah,ou=bblah,dc=example,dc=com '; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'secret'; # The following section is for authenticating customer users # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'my.host.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=blah,ou=bblah,dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #<-- I left that that way $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LAST\, First,ou=blah,ou=bblah,dc=example,dc=com '; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'secret'; # Since I have to use port 3268 or 3269 (I understand LDAPS is req'd for 3269), I add the following: # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) # $Self->{'AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, version => 3, AND - I saw this in chapter 11 of the manual and tried it - it came right after the above code in the config.pm: (http://doc.otrs.org/1.3/en/html/ldap-integration.html) # The following section is for authenticating customer users # (take care that Net::LDAP is installed!) # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'my.host.com', BaseDN => 'ou=blah,ou=bblah,dc=example,dc=com', SSCOPE => 'sub', UserDN =>'CN=LAST\, first,ou=blah,ou=bblah,dc=example,dc=com'; UserPW => 'secret' }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', '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', 'sAMAccountName', 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' ], ], }; I have heard that in past versions, every user has to be entered into the OTRS db before AD authentication can happen. I also could be mistaken in that only the initial user being used to authenticate to the GC for the first time needs to be in the OTRS dB 3) SO - with all of this failing (Basically Apache won't start up again), I strip everything out of the config.pm and start fresh, making sure my entries in the admin user interface for Frontend::Customer::Auth and I finally get a promising action that something right is happening, even though it is an error. I get this software error: IO::Socket::INET: connect: Unknown error at E:/RTCOTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 115. And, line 115 tells me: my $LDAP = Net::LDAP->new($Self->{Host}, %{$Self->{Params}}) or die "$@"; Does LDAP not like my port? Is this because I don't have IO fully installed by the whole "perl -MCPAN -e shell;" command? 4) I saw a nice little test someone posted where I try: use strict; use Net::LDAP; #LDAP Server here $Host = 'my.host.com'; #Admin name (fully qualified) $Admin = 'CN=LAST\, First,ou=blah,ou=bblah,dc=example,dc=com'; #Admin PW $AdminPass = 'secret; $Uid = 'employee login'; # Put some user's name here that you want to get info about (does not have to be fully qualified - just the sAMAccountName # Put your searchbase here (dc=example,dc=com) my $SearchBase = 'OU=blah,OU=bblah,DC=example,DC=com'; # Leave it just like that my $Filter = "sAMAccountName=$Uid"; my $LDAP = Net::LDAP->new($Host, port=>3268) or die "Failed to connect to LDAP host!"; $LDAP->bind($Admin, password =$AdminPass) or die "Permission to browse directory denied!"; my $Result = $LDAP->search( base=>$SearchBase, filter=>$Filter ) or die "Failed to retreive user information"; my $UserDN = ''; foreach my $Entry ($Result->all_entries) { $UserDN = $Entry->dn(); } if (!$UserDN) { print "User: $Uid login failed, no LDAP entry found! BaseDN='$SearchBase', Filter='$Filter'"; } This resulted in the following output: Global symbol "$Host" requires explicit package name at ldaptest.pl line 5, <DATA> line 225. Global symbol "$Admin" requires explicit package name at ldaptest.pl line 8, <DATA> line 225. Global symbol "$AdminPass" requires explicit package name at ldaptest.pl line 11, <DATA> line 225. Global symbol "$Uid" requires explicit package name at ldaptest.pl line 13, <DATA> line 225. Global symbol "$Uid" requires explicit package name at ldaptest.pl line 19, <DATA> line 225. Global symbol "$Host" requires explicit package name at ldaptest.pl line 21, <DATA> line 225. Global symbol "$Admin" requires explicit package name at ldaptest.pl line 22, <DATA> line 225. Global symbol "$AdminPass" requires explicit package name at ldaptest.pl line 22, <DATA> line 225. Global symbol "$Uid" requires explicit package name at ldaptest.pl line 29, <DATA> line 225. Bareword "password" not allowed while "strict subs" in use at ldaptest.pl line 22, <DATA> line 225. Execution of ldaptest.pl aborted due to compilation errors. It seems to me that I'm close, but missing an essential brain cell. Any thoughts on this? Thank you very much for any efforts anyone and everyone makes. Alex Swett

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Automatic customer account creation and auto-login
by david v 18 Nov '05

18 Nov '05

Hello, I would like to know if it would be possible to automatically create customer user accounts. The idea is that users are already logged in into another program. From this program i would like to call a script that creates the new user, setting up the same password and then log is that user in the customer interface for writing the ticket. For example if a user wants to open a ticket directly from the application through a weblink, it would not require him to create a customer account and login since he is already logged in in the other application. I guess somebody has already done something similar, probably through perl script. Can somebody help ?? Best, david

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RE: [otrs] delete all mails in one queue
by Maurice Tijhuis 18 Nov '05

18 Nov '05

Marc, I have created a rule in Generic Agent which deletes the calls in a certain queue. Just set Delete Tickets to yes for a certain queue and do not forget to disable it after use. For security I have set this up for a special Recycle Bin queue into which I move all the mails with the Bulk feature. Regards, Maurice. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mercator GmbH Sent: vrijdag 18 november 2005 13:49 To: otrs(a)otrs.org Subject: [otrs] delete all mails in one queue Hi, I have made some queues for unwanted mail or mail that´s not important for me at the moment. Now... after some months, this queue grew to over 4000 mails. HOW can I delete all those mails in just this queue? I do NOT want to click on EACH mail and use the bulk button!! Any mysql command please! Thanks, Marc _______________________________________________ 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/ ------------------------------------------------------------ Mail was checked for spam by the Freeware Edition of No Spam Today! The Freeware Edition is free for personal and non-commercial use. You can remove this notice by purchasing a full license! To order or to find out more please visit: http://www.no-spam-today.com

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delete all mails in one queue
by Mercator GmbH 18 Nov '05

18 Nov '05

Hi, I have made some queues for unwanted mail or mail that´s not important for me at the moment. Now... after some months, this queue grew to over 4000 mails. HOW can I delete all those mails in just this queue? I do NOT want to click on EACH mail and use the bulk button!! Any mysql command please! Thanks, Marc

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AW: AW: [otrs] Re: OTRS Badly Requires a Forum, Does It Not??
by shawn.beasley＠dlh.de 18 Nov '05

18 Nov '05

I am not sure. When I setup my OTRS, I could not Start the webserver, and then I found a link where it was described (SuSE) to turn on the perl for the webserver. This is located in my distro in the YaST console for http server. But, this does not sound like the problem. I will look some more. Vielen Dank, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Matt M. Gesendet: Freitag, 18. November 2005 11:21 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Re: OTRS Badly Requires a Forum, Does It Not?? I prefer a mailing list or a newsgroup to a forum. A forum application definitely requires more work, and is web-based. I prefer an email interface. The only complaint I have is that the lists are not searchable, without downloading the entire archive and doing a text search. Now, does anyone have any advice on my post about my DB error using mod_perl2? Is there any documentation on using mod_perl2? The README.webserver mentions to include a different script, but... please help. I am hoping that switching to mod_perl will increase performance, and I will try the other suggestions in the docs for otrs and DB optimisation. OTRS is eating at least 75% of my CPU on every request (according to top.) Of course I am only running a P2 450 w/ 512 but it is slooooooww. Just get me past this DB error, and I can convince the bosses to upgrade. -- Matt M. shawn.beasley(a)dlh.de wrote: >I think when we continue to use the mailing list in the way it was designed, and we answer directly to the thread, then we have continuity in an open problem, but it can be that I just have newbie euphoria. Or maybe I do not understand fully the needs of the whole. > >Thanks, > >Shawn Beasley >Support - IT > >Email: shawn.beasley(a)dlh.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Per User Stats
by Danie Theron 18 Nov '05

18 Nov '05

Hi , This has probably been a previous request , what is the changes needed for the Stats function to report on a per user/agent basis. Has anyone implemented such a function? I would assume it's a database query , but not sure as where to start. If this is a commercial support request , what is the process? TIA Regards , Danie Theron If you dislike change, you're going to dislike being irrelevant even more. I am root. If you see me laughing, you better have a backup. ------------------------------------------------------------------------ ------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------ ------------------------------------------------------------------

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