December 2005 - otrs - OTRS mailing lists

Passwords stored in clear text
by Torgeir Vidnes 19 Dec '05

19 Dec '05

Hi I noticed that some of the the passwords used in OTRS are stored in clear text in the config files, and therefore I am questioning the security in the program. I am especially worried about the PGP passphrase that is stored in clear text in the /opt/otrs/Kernel/Config/Files/ZZZAuto.pm file. Is there anyone else who has noticed this? Any ideas about how this can be improved? Regards, Torgeir Vidnes

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Help about creating a draft file
by Alina Florea 19 Dec '05

19 Dec '05

Hello everybody, I am quite new in using OTRS... I would like to know if there is possibilty to create a draft queue. I meen, to have a queue where to put all the emails you want to send later, once you are sure you want to send it. I am using OTRS 1.3. I would appreciate any sugestion and help. Best regards, Alina Florea

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Installing OTRS on osx
by antonio D'Amico 19 Dec '05

19 Dec '05

Hi Is it possible to run OTRS on a OSX Tiger server, if so what is the easiest way to go about installing this on OSX Does OTRS need to be re-complied for OSX 10.4 ? Kind Regards Antonio D'Amico Apple IMC Southern Africa 12 Charles Crescent Eastgate Ext. 4, Sandton 2196 P.O. Box 3208 Northcliff, 2115 South Africa Tel: +27 (0)11 719 9999 Fax: +27 (0)11 444 4185

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OTRS on OpenBSD in chroot
by Rene 18 Dec '05

18 Dec '05

Hello, I'm trying to run OTRS on my OpenBSD 3.8 machine. Apache is chrooted in /var/www by default. I've installed OTRS in /var/www/apps/otrs. The complete perl suite is available in the chroot. When I run OTRS: 500 - Internal Server Error. The logfile only shows this error: "Premature end of script headers: /apps/otrs/bin/cgi-bin/public.pl" Any clues? Does OTRS need more files/programs besides perl? René The Neterlands

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PostMaster filters and ticket states
by Björn Wiberg 18 Dec '05

18 Dec '05

Hi! We have set up OTRS 2.0.4 under Debian, where incoming e-mails are received by Exim and fed into PostMaster.pl, and have just started experimenting with PostMaster filters. The problem we're trying to solve is the following: We would like to move all incoming e-mails to a specific queue, i.e. set the X-OTRS-Queue header, depending on which e-mail address the e-mail was addressed to, but *only* do this for tickets that are new. (Otherwise, if an administrator/agent moves the ticket to another queue, sends a reply to the customer, and the customer replies back, the ticket will be moved back to the "Raw" queue.) I have tried creating the following filter: Filtername: upunets-to Hit: Header 1: To Contents: support(a)student.uu.se Header 2: X-OTRS-State Contents: new Set: Header 1: X-OTRS-Queue UpUnet-S Support However, this does not work. Incoming e-mails never match the filter. The OTRS log says: [Fri Dec 16 13:54:14 2005][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2005121610000251/Test] created (TicketID=500,Queue=Raw,Priority=3 normal,State=new) If I remove the X-OTRS-State match, and only match on the To field, everything works fine. For example: [Fri Dec 16 12:29:48 2005][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'upunets-to' Set param 'X-OTRS-Queue' to 'UpUnet-S Support' (Message-ID: <003901c60234$00bd51c0$b483ee82(a)its.uu.local>) [Fri Dec 16 12:29:48 2005][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2005121610000241/VB: SV: Skype] created (TicketID=499,Queue=UpUnet-S Support,Priority=3 normal,State=new) Does anyone know why the X-OTRS-State match doesn't match? Any input on this would be highly appreciated! Many thanks in advance! Best regards, Björn Wiberg Uppsala University IT Support Department Uppsala, Sweden

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Using Article Freetext a_freetext as opposed to Ticket freetext / or how to backdate for reporting
by Leah Cunningham 18 Dec '05

18 Dec '05

Hi, I have noticed that in the article table of the otrs database, there are some a_freetext and a_freekey fields that are similar to the freetext fields for tickets that you can customize. I do not, however, see any where in sysconfig to configure, or how to use these fields. Has anyone any experience using these values? My hope is to use on of the fields to input an alternate date for articles so that I can use it to better account for time in the case where the work was done on an earlier date than when we were able to enter it. The other question is, if anyone has done anything like this some other way? Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

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AD LDAP How I got it to work for Customers
by mmaki＠adelphia.net 16 Dec '05

16 Dec '05

Version 1.3.2 on Debian Stable installed from apt-get along with the libnet-authentldap-perl package. I believe I needed libnet-authentldap-perl for Net::LDAP. 1. Make sure you follow the steps outlined at http://doc.otrs.org/1.3/en/html/ldap-integration.html all the way through at least the Get Customer User Information section. 2. Learn how to use LDIFDE.EXE to get your correct schema info. 3. Make sure your schema includes mail. This is where I was stuck. Since we use Notes I had to enter and E-mail address in AD and then everything worked fine. HTH! Mike

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Can't locate object method "png" via package "GD::Image"
by Nils Breunese (Lemonbit Internet) 16 Dec '05

16 Dec '05

Hello, I'm running OTRS 2.0.4 on a Fedora Core 2 server with perl-GD installed via rpm. However, when I go to the statistics page I get the following error: Can't locate object method "png" via package "GD::Image" at /opt/ otrs//Kernel/Modules/SystemStats.pm line 330. However rpm -qi perl-GD (version 2.30 from Dag) tells me: perl-GD is a Perl interface to the gd graphics library. GD allows you to create color drawings using a large number of graphics primitives, and emit the drawings as PNG files. So I guess I should have png support in my perl-GD package. Does anyone have any idea why the png object method can't be located? Thanks, Nils Breunese.

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Non-Admin Agents Adding Customers to the DB Backend
by Ethan Webinger 16 Dec '05

16 Dec '05

Hello, Is there a way to allow Agents, who are not members of the admin group, the ability to add customers to the built in Database Backend? We currently don't have an external database configured with all of our customers. When a customer calls in we would like our agents to be able to add the customer and then create a phone ticket. As a non-admin within a new ticket, I click on the "Options: Customer" Icon/Link and a window opens with the following: "Message: No Permission to use this frontend module!" Is this a permissions issue? I don't want to grant these agents full administrative rights. Please let me know if you have any ideas. Thanks, Ethan OTRS 2 on FC3

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RE: [otrs] postmaster.pl problem
by André Hirschi 16 Dec '05

16 Dec '05

Hi Stuart, hi Eric I tried all of your suggestions, but all end up with the same result. Looks like I have to stick with the POP3 variant :/ Thank you anyway, and have a nice weekend! //André -------------------------------------------------------------------------- André Hirschi Phone direct : +41 44 366 88 43 Seclutions AG Phone operator : +41 44 366 88 00 Ottikerstrasse 59 Fax : +41 44 366 88 99 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com Switzerland WWW : http://www.seclutions.com -------------------------------------------------------------------------- Seclutions - high security made simple -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Stuart Caie Sent: Freitag, 16. Dezember 2005 11:46 To: User questions and discussions about OTRS.org Subject: RE: [otrs] postmaster.pl problem Hi Andre, you should treat the procmail pipe rule like a shell command and not like a /etc/mail/aliases or .forward filter. i.e. you should do | "/path/to/perl" "$SYS_HOME/bin/PostMaster.pl" or | /path/to/perl $SYS_HOME/bin/PostMaster.pl instead of | "/path/to/perl $SYS_HOME/bin/PostMaster.pl" Regards Stuart On Thu, 2005-12-15 at 13:14, Andr? Hirschi wrote: > Hi Eric > > No, the only thing French about me is my name :) > > Stuart is right, it is run like a shell script. Looks like it does ignore the first entry of the perl script. So I changed the .procmailrc entry from > | $SYS_HOME/bin/PostMaster.pl > to > | "perl $SYS_HOME/bin/PostMaster.pl" > > This way it would work, but it is using the default perl installed on the system, and older version. Then I tried to use the absolute path to my perl version > | "/path/to/perl $SYS_HOME/bin/PostMaster.pl" > > but that ain't working either. I'm really stuck at the moment :/ > > Regards > Andr? > > -------------------------------------------------------------------------- > Andr? Hirschi Phone direct : +41 44 366 88 43 > Seclutions AG Phone operator : +41 44 366 88 00 > Ottikerstrasse 59 Fax : +41 44 366 88 99 > 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > Switzerland WWW : http://www.seclutions.com > ---------------------------------------------------------------------- > ---- Seclutions - high security made simple > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Eric Voisard > Sent: Mittwoch, 14. Dezember 2005 16:34 > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] postmaster.pl problem > > Hello Andr?, (french speaker?) > > I'm running otrs on Solaris 9 here (but the installation isn't finished yet). > First, I think Stuart is right, it's like if PostMaster.pl was ran as a Bourne shell script. Try to replace the #!/usr/bin/perl shebang with #!/bin/sh and then run PostMaster.pl from the command line: you'll get the same error messages... > > Note that if there is no shebang in the first line, current shell will be used... > > Note that as otrs' unix target is Linux, most of the problems I got so far here were due to scripts containing incorrect paths and some non-solaris commands syntax. I.e. I had to make some modifications in the Cron.sh script which installs the cron jobs to make it work on Solaris. > > About emails: for outgoing mails I'm using the local sendmail, and I will use (not done already) the POP3 interface for the incoming mail because I think it's simplier to administer... > > Yours, Eric > > At 14:21 14.12.2005, you wrote: > >I forgot to add the fact that the attached log file is the > >procmail-2005-12.log. The first line does correspond to the systems > >perl binary, not the default one, but the path is correct. > > > >Regards > >Andr? > > > > > >-------------------------------------------------------------------------- > >Andr? Hirschi Phone direct : +41 44 366 88 43 > >Seclutions AG Phone operator : +41 44 366 88 00 > >Ottikerstrasse 59 Fax : +41 44 366 88 99 > >8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > >Switzerland WWW : http://www.seclutions.com > >--------------------------------------------------------------------- > >-- > >--- Seclutions - high security made simple > > > >-----Original Message----- > >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > >Of Stuart Caie > >Sent: Mittwoch, 14. Dezember 2005 10:56 > >To: User questions and discussions about OTRS.org > >Subject: Re: [otrs] postmaster.pl problem > > > >Looks like PostMaster.pl is being run as a shell script instead of perl. > >Check that the first line of PostMaster.pl corresponds to your perl binary. > > > >Regards > >Stuart > > > >On Wed, 2005-12-14 at 07:42, Andr? Hirschi wrote: > > > Good morning > > > > > > I installed the latest release of OTRS on a Solaris 8 machine with > > > Perl > > 5.8.7. Everything works fine so far, except for the receiving mails part. > > I configured it to use procmail as described in the doc. The test > > `cat testemail | ./PostMaster.pl is successful. But when incoming > > mails are piped into PostMaster.pl I have the following in the logs > > (and the mails do not show up in the queue, obviously): > > > > > > procmail: [9063] Wed Dec 14 08:28:05 2005 > > > procmail: Locking > > "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > > > procmail: Assigning > > > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.200 > > > 5-12" > > > procmail: Opening "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12" > > > procmail: Unlocking > > "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > > > procmail: Couldn't determine implicit lockfile from > > "/usr3/prod/scotty/otrs/otrs /bin/PostMaster.pl" > > > procmail: Locking ".lock" > > > procmail: Executing "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: use: not found > > > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: syntax error at > > > line > > > 25: `(' unex pected > > > procmail: Program failure (2) of > > "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > > procmail: Assigning > > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > > procmail: Unlocking ".lock" > > > procmail: Locking "/var/mail/otrs.lock" > > > procmail: Assigning "LASTFOLDER=/var/mail/otrs" > > > procmail: Opening "/var/mail/otrs" > > > procmail: Unlocking "/var/mail/otrs.lock" > > > >From ahirschi(a)seclutions.com Wed Dec 14 08:28:05 2005 > > > Subject: test > > > Folder: > > /var/mail/otrs 2431 > > > procmail: Notified comsat: "otrs@3708:/var/mail/otrs" > > > > > > use: not found and a syntax error at line 25. Which "use" is it > > referencing to? use FindBin? The module is there, I checked that, > > permissions are correct. > > > > > > Any suggestions what I could try will be appreciated. > > > > > > Kind regards > > > Andr? > > > > > > -------------------------------------------------------------------------- > > > Andr? Hirschi Phone direct : +41 44 366 88 43 > > > Seclutions AG Phone operator : +41 44 366 88 00 > > > Ottikerstrasse 59 Fax : +41 44 366 88 99 > > > 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > > > Switzerland WWW : http://www.seclutions.com > > > ------------------------------------------------------------------ > > > -- > > > -- > > > ---- Seclutions - high security made simple > > > _______________________________________________ > > > 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 f?r 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 f?r 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 f?r 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 f?r 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 f?r 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 für Ihr OTRS System? => http://www.otrs.de/

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