December 2005 - otrs - OTRS mailing lists

RE: [otrs] Which table contains...
by Alo Anesi 08 Dec '05

08 Dec '05

Hi Jeff, The notes, agent's comments and email messages are all contained in the article table. Each ticket has an internal ID number. If you click on zoom, you'll notice the TicketID field in your address bar. For example: http://tickets/otrs/index.pl?Action=AgentZoom&TicketID=2892 Here, the Ticket ID is 2892. So, to find all the notes, emails, etc. you would query the Article table for all instances of that ticket number. Like so: Mysql> select * from article where ticket_id = 2892; This will give you every article referenced in that ticket. The sub-table, article_type, lists the different types of articles referenced in article.article_type_id. In a default OTRS install, article_type_id 9 is for note-internal. There's a png file of the database layout at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png. The layout hasn't changed much from 1.2 to 2.0, but I haven't yet had a chance to look really closely at 2.0 yet. As to your second question, I'm pretty sure the frontend just queries the database for certain fields from the article table to show the abbreviated ticket history. Hope this helped, Alo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff Baughn Sent: Tuesday, December 06, 2005 6:45 AM To: otrs(a)otrs.org Subject: [otrs] Which table contains... the body of each ticket, i.e. all of the agent's comments or user's email message? I looked through the ticket table and couldn't find them, nor in the article table. Which table and which field is it? Also, which table contains the abbreviated ticket history that appears in the ticket zoom view above the ticket? Which field? Thank you. -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/

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Mail?
by shawn.beasley＠dlh.de 08 Dec '05

08 Dec '05

Dear All, where can I find mails on my box that are not being sent over the mail server? Do mails that fail to send land somewhere in the file system? Thank you, Shawn Beasley Support - IT Cargo Future Communications GmbH Building 1335 55483 Airport Hahn Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.com <http://www.cfc-callcenter.com/>

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Digest mode gone
by Erling D. Andersen 08 Dec '05

08 Dec '05

Hi I had chosen Digest mode for this list. Now it seemed to stop for some reason. What has happened? Erling ************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen(a)mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************

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RE: [otrs] Mysql error when trying to attach file to an outgoing email
by Are Hoel 08 Dec '05

08 Dec '05

The error message from Mysql suggests a timeout when running the sql. It could be that otrs starts a transfer, then does something else (like smtp) and then finnishes off the sql bits. - Are - > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Laurent GALAIS > Sent: 7. desember 2005 21:02 > To: User questions and discussions about OTRS.org; User > questions and discussions about OTRS.org > Subject: RE: [otrs] Mysql error when trying to attach file to > an outgoing email > > Thanks for responding Chris, > > Well easy, I try to answer a case or Create a new ticket > email and 'browse' > to find my so called 'big' attachement. When I click to > 'attach', the page > refreshes and the attachement is added, no error message on > the current. If > I go to system log, I see the error message ... > > It is very annoying but I'm not desperate ... I just need to > remember not > to use an attachment that is more than 1.36 :o) > > Maybe a limitation of Mysql as on my test server I have Mysql > 3.23 ... > Thanks again ! > > Laurent > > At 01:40 PM 12/7/2005, Christopher Machler wrote: > >I wouldn't call it a lie, I would call it a feature I did > not know. How > >do you do it? > > > > > >Chris Machler > >Systems Administrator > >7 Entin Road > >Parsippany, NJ 07054 > >Office (800) 840-1035 x426 Fax 973-206-0805 > >www.castlepointmortgage.com > > > > > >-----Original Message----- > >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > On Behalf Of > >Laurent GALAIS > >Sent: Tuesday, December 06, 2005 6:15 PM > >To: otrs(a)otrs.org > >Subject: [otrs] Mysql error when trying to attach file to an > outgoing email > > > >Hello, > > > >When I try to attach the following file to an email I'm writing: > >dec_runner.tgz -> 1.36 Mo > > > >I'm getting the following error from OTRS syslog: > > > >Tue Dec 6 16:34:05 2005 error OTRS-CGI-10 MySQL server has > gone away, SQL: > >'INSERT INTO web_upload_cache (form_id, filename, content_type, > >content_size, content, create_time_unix) VALUES > >('1133908128.9245177.63404565', 'dec_runner.tgz', > >'application/x-compressed', '1433600', ?, 1133908445)' > > > >I've configured OTRS to send email using SMTP instead of > sendmail even > >though I'm using Linux, but when I send a test email using > the same SMTP > >config from my email client, it works ... so I know it is > not a limitation > >on that part. > >I've tried enough different file size and type to make sure > it is a size > >limitation pb apparently ... > > > >I've been through the documentation, sysconfig setup and > google Search and > >haven't found any equivalent errors or parameter. > > > >Does someone has any idea ? > > > > > >Laurent GALAIS > >Four J's Development Tools > >866 314 7300 x305 > >www.fourjs.com > > > >_______________________________________________ > >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/ > > > >_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ > _ _ _ _ _ _ _ _ > > > >CONFIDENTIALITY NOTICE: This e-mail contains privileged and > confidential > >information intended only for the use of the individual > named above or > >Castle Point Mortgage, Inc. If the reader of this e-mail is > not the intended > >recipient, you are hereby notified that any retention, > dissemination or > >copying > >of this e-mail is strictly prohibited. If you have received > this notice > >in error, please immediately notify the sender by telephone > at the above > >number > >and delete the original e-mail from your system. > > > >Scanning of this message and addition of this footer is performed > >by SurfControl E-mail Filter software in conjunction with > >virus detection software. > > > >_______________________________________________ > >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? > > Laurent GALAIS > Four J's Development Tools > 866 314 7300 x305 > www.fourjs.com > > _______________________________________________ > 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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RE: [otrs] Mysql error when trying to attach file to an outgoing email
by Laurent GALAIS 07 Dec '05

07 Dec '05

Thanks for responding Chris, Well easy, I try to answer a case or Create a new ticket email and 'browse' to find my so called 'big' attachement. When I click to 'attach', the page refreshes and the attachement is added, no error message on the current. If I go to system log, I see the error message ... It is very annoying but I'm not desperate ... I just need to remember not to use an attachment that is more than 1.36 :o) Maybe a limitation of Mysql as on my test server I have Mysql 3.23 ... Thanks again ! Laurent At 01:40 PM 12/7/2005, Christopher Machler wrote: >I wouldn't call it a lie, I would call it a feature I did not know. How >do you do it? > > >Chris Machler >Systems Administrator >7 Entin Road >Parsippany, NJ 07054 >Office (800) 840-1035 x426 Fax 973-206-0805 >www.castlepointmortgage.com > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Laurent GALAIS >Sent: Tuesday, December 06, 2005 6:15 PM >To: otrs(a)otrs.org >Subject: [otrs] Mysql error when trying to attach file to an outgoing email > >Hello, > >When I try to attach the following file to an email I'm writing: >dec_runner.tgz -> 1.36 Mo > >I'm getting the following error from OTRS syslog: > >Tue Dec 6 16:34:05 2005 error OTRS-CGI-10 MySQL server has gone away, SQL: >'INSERT INTO web_upload_cache (form_id, filename, content_type, >content_size, content, create_time_unix) VALUES >('1133908128.9245177.63404565', 'dec_runner.tgz', >'application/x-compressed', '1433600', ?, 1133908445)' > >I've configured OTRS to send email using SMTP instead of sendmail even >though I'm using Linux, but when I send a test email using the same SMTP >config from my email client, it works ... so I know it is not a limitation >on that part. >I've tried enough different file size and type to make sure it is a size >limitation pb apparently ... > >I've been through the documentation, sysconfig setup and google Search and >haven't found any equivalent errors or parameter. > >Does someone has any idea ? > > >Laurent GALAIS >Four J's Development Tools >866 314 7300 x305 >www.fourjs.com > >_______________________________________________ >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/ > >_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ > >CONFIDENTIALITY NOTICE: This e-mail contains privileged and confidential >information intended only for the use of the individual named above or >Castle Point Mortgage, Inc. If the reader of this e-mail is not the intended >recipient, you are hereby notified that any retention, dissemination or >copying >of this e-mail is strictly prohibited. If you have received this notice >in error, please immediately notify the sender by telephone at the above >number >and delete the original e-mail from your system. > >Scanning of this message and addition of this footer is performed >by SurfControl E-mail Filter software in conjunction with >virus detection software. > >_______________________________________________ >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? Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

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RE: [otrs] Mysql error when trying to attach file to an outgoing email
by Christopher Machler 07 Dec '05

07 Dec '05

I wouldn't call it a lie, I would call it a feature I did not know. How do you do it? Chris Machler Systems Administrator 7 Entin Road Parsippany, NJ 07054 Office (800) 840-1035 x426 Fax 973-206-0805 www.castlepointmortgage.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent GALAIS Sent: Tuesday, December 06, 2005 6:15 PM To: otrs(a)otrs.org Subject: [otrs] Mysql error when trying to attach file to an outgoing email Hello, When I try to attach the following file to an email I'm writing: dec_runner.tgz -> 1.36 Mo I'm getting the following error from OTRS syslog: Tue Dec 6 16:34:05 2005 error OTRS-CGI-10 MySQL server has gone away, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix) VALUES ('1133908128.9245177.63404565', 'dec_runner.tgz', 'application/x-compressed', '1433600', ?, 1133908445)' I've configured OTRS to send email using SMTP instead of sendmail even though I'm using Linux, but when I send a test email using the same SMTP config from my email client, it works ... so I know it is not a limitation on that part. I've tried enough different file size and type to make sure it is a size limitation pb apparently ... I've been through the documentation, sysconfig setup and google Search and haven't found any equivalent errors or parameter. Does someone has any idea ? Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com _______________________________________________ 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/ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ CONFIDENTIALITY NOTICE: This e-mail contains privileged and confidential information intended only for the use of the individual named above or Castle Point Mortgage, Inc. If the reader of this e-mail is not the intended recipient, you are hereby notified that any retention, dissemination or copying of this e-mail is strictly prohibited. If you have received this notice in error, please immediately notify the sender by telephone at the above number and delete the original e-mail from your system. Scanning of this message and addition of this footer is performed by SurfControl E-mail Filter software in conjunction with virus detection software.

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pgp with otrs
by Alex Nderitu 07 Dec '05

07 Dec '05

I want to use gpg with otrs. I am creating keys as otrs but when i try to add the keys to otrs as user otrs I cant since .gnupg/ has default permission of 600 . I changed the ownership of the .gnupg directory to 770 so that user www which is the user my webserver(Apache) runs,otrs belong to group www, and that way I can add my secret key but cannot read encrypted email but I get the error . "gpg: WARNING: unsafe ownership on homedir `/usr/src/otrs/.gnupg/' gpg: encrypted with 1024-bit ELG-E key, ID 1D824B6B, created 2005-12-07 " Any help or a comprehensive pgp howto. There is not out there

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AW: [otrs] OTRS just as long as you do not have 64 bit ARC
by shawn.beasley＠dlh.de 07 Dec '05

07 Dec '05

Okay @ all, Thanks first of all for the help, I have solved the riddle. It was not a problem of the dependencies; it was that I was using a stripped version of the install DVD. I was, however able to get it running. I just had to find the right distribution from the perl components. I did this by laying a complete 32 bit SuSE 9.3 which had the required components, then was politely informed by the system that the <perl>.x86_64.rpm was missing or not found. But, this also gave me the version number from the required packages. That was really the key; I was just missing the versions numbers for the rpm's that were missing. Thanks anyway and now I know, so if someone is having problems with this installation I can help. Keep up the good work all. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Matt M. Gesendet: Sonntag, 4. Dezember 2005 01:44 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] OTRS just as long as you do not have 64 bit ARC shawn.beasley(a)dlh.de wrote: <snip> > > > perl-GD-1.38-105.i386.rpm > > > > error: Failed dependencies: > > libgd.so.4 is needed by perl-GD-1.38-105 > > libpng.so.2 is needed by perl-GD-1.38-105 > Just a thought... did you try satisfying the dependencies? _______________________________________________ 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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LDAP vs DB authentication for customer
by Alexandre Soucisse 07 Dec '05

07 Dec '05

Hello. We have installed OTRS 2.0.3 last month for testing. We are now trying to make it fit our needs. We are looking for enabling both LDAP and DB authentication for customer login. As I never find how a user can be added to the DB by itself on first connection (I receive the famous "Panic! No UserData!!!" message), I first populated the customer_user table with the usernames and id, etc. from my LDAP directory (AD). By hand, for sure! Now, it is possible to connect OTRS with our LDAP user/passwd with no problem. But something is confusing me : in the documentation and many forum messages, it seems normal that on first connection, normal LDAP users are automatically added to the "local" DB (ie customer_user). Is there an exception for MS Active Directory ("not-LDAP-but-LDAP-like") database? Anyway, everything is OK since I populated the DB manually. On the other hand, we want to add some other users (not present in our LDAP base). But it doesn't seem possible: When I put these two sets of lines in Config.pm, $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '...'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = '...'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '...'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '...'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'customer_user'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw'; - DB auth is working, and the login page shows "lost password", and "create account" boxes - But LDAP authentication is not working If I invert the two sets: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'customer_user'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '...'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = '...'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '...'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '...'; - Only LDAP authentication works - The login page only shows "Login" and "Language" boxes - No way to auth by DB One way to get rid of that is to create new entries in LDAP, but we don't want to do this. On the other hand, importing the entire LDAP in the local DB is not interesting: we cannot access the passwd, and we can have problem when users are deleted from the LDAP or if they change their passwd, etc... Thank you for any help or comments! Alexandre Soucisse

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Mysql error when trying to attach file to an outgoing email
by Laurent GALAIS 06 Dec '05

06 Dec '05

Hello, When I try to attach the following file to an email I'm writing: dec_runner.tgz -> 1.36 Mo I'm getting the following error from OTRS syslog: Tue Dec 6 16:34:05 2005 error OTRS-CGI-10 MySQL server has gone away, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix) VALUES ('1133908128.9245177.63404565', 'dec_runner.tgz', 'application/x-compressed', '1433600', ?, 1133908445)' I've configured OTRS to send email using SMTP instead of sendmail even though I'm using Linux, but when I send a test email using the same SMTP config from my email client, it works ... so I know it is not a limitation on that part. I've tried enough different file size and type to make sure it is a size limitation pb apparently ... I've been through the documentation, sysconfig setup and google Search and haven't found any equivalent errors or parameter. Does someone has any idea ? Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

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