May 2005 - otrs - OTRS mailing lists

IIS and MS SQL setup
by Hal Berenson 04 May '05

04 May '05

Since I'm a former member of the SQL Server development team I'll eventually get around to making OTRS work against it. But I have to admit that I'm too tied up getting this new business launched to work on it right now. So it will be sometime this summer before I can work on it. Hal Berenson, President PredictableIT Phone: 805-212-1025 ext 101 hberenson(a)predictableit.com <mailto:hberenson@predictableit.com> Helpdesk: 805-212-1025 ext 1

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RE: otrs Digest, Vol 22, Issue 3
by Maciak, TJ 04 May '05

04 May '05

Hello Christian, I started over from scratch, and was able to get the system working 100% now. I think the problem may have been that the files were owned by apache:apache instead Of otrs:apache as my Config.pm file was configured correctly. I am however using Fedora Core 3 for future reference. Thanks for your reply. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 Message: 2 Date: Wed, 4 May 2005 08:57:54 +0200 From: Christian Schoepplein <christian.schoepplein(a)otrs.de> Subject: Re: [otrs] problem with version 2.0 beta To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20050504065754.GC4659(a)jvc-schoeppi.schoeppi.net> Content-Type: text/plain; charset=us-ascii Hello! On Di, Mai 03, 2005 at 04:57:20 -0400, Maciak, TJ wrote: > I have been having problems related to the otrs not being able to find a > lot of the .PM files (even though they are there). How have you installed OTRS? On witch system? > I tried to fix this by placing use lib statements in index.pl for > /opt/otrs and /Kernel/cpan-lib etc. and that worked for some > of the files but it seems like I keep having to do it. Any > ideas/suggestions on how I can tell otrs to look at all the right > places for /opt/otrs? Thanks! The homedirectory of OTRS should be defined in Kernel/Config.pm. Use the foloowing parameter: $Self->{Home} = '/opt/otrs/'; Regards, Christian -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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Ldap authentification - several BaseDN's
by martin hochreiter 04 May '05

04 May '05

Hi there! How can I combine several BaseDN's for authentification. e.g. BaseDN1: ou=b,ou=a,o=hbd BaseDN2: ou=c,ou=a,o=hbd (To search through ou=a,o=hbd is not possible, as there are other subtrees that contain the user data - 'duplicated entries found')? lg martin

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v2 beta : urls in emails broken
by Christophe Zwecker 04 May '05

04 May '05

Hi, we get mails like this: [: 200505040000026] Neues Ticket! (test) Hi Christophe, es ist ein neues Ticket in "<OTRS_TICKET_QUEUE>"! test schrieb: <snip> >> test <snip> http://xxxxxx.de/otrs/index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Dein OTRS Benachrichtigungs-Master like the the links are useless. I got this in Config.pm $Self->{'Ticket::Hook'} = 'Ticket#'; $Self->{'Ticket::HookDivider'} = ''; any ideas ? thx alot

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problem with version 2.0 beta
by Maciak, TJ 04 May '05

04 May '05

I have been having problems related to the otrs not being able to find a lot of the .PM files (even though they are there). I tried to fix this by placing use lib statements in index.pl for /opt/otrs and /Kernel/cpan-lib etc. and that worked for some of the files but it seems like I keep having to do it. Any ideas/suggestions on how I can tell otrs to look at all the right places for /opt/otrs? Thanks! An example: Tue Apr 26 06:03:10 2005 Error: [Tue Apr 26 06:03:10 2005] Ticket.pm: Can't locate MIME/Words.pm in @INC (@INC c[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.5 OS: linux Time: Tue Apr 26 06:03:10 2005 Message: [Tue Apr 26 06:03:10 2005] Ticket.pm: Can't locate MIME/Words.pm in @INC (@INC contains: ../../ /opt/otrs //../../Kernel/cpan-lib //../.. /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at /opt/otrs/Kernel/System/Email.pm line 16, <PRODUCT> line 4. [Tue Apr 26 06:03:10 2005] Ticket.pm: BEGIN failed--compilation aborted at /opt/otrs/Kernel/System/Email.pm line 16, <PRODUCT> line 4. [Tue Apr 26 06:03:10 2005] Ticket.pm: Compilation failed in require at /opt/otrs/Kernel/System/Ticket.pm line 26, <PRODUCT> line 4. [Tue Apr 26 06:03:10 2005] Ticket.pm: BEGIN failed--compilation aborted at /opt/otrs/Kernel/System/Ticket.pm line 26, <PRODUCT> line 4. Traceback (5791): Module: Kernel::System::Web::InterfaceAgent::Run (v1.6) Line: 181 Module: ModPerl::ROOT::ModPerl::Registry::var_www_html_otrs_index_2epl::handler (v) Line: 50 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 <http://otrs/otrs/index.pl#top> Top of Page Powered by OTRS 2.0.0 beta1 <http://otrs.org/> end T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448

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Can't insert session id with otrs v2 beta
by Christophe Zwecker 03 May '05

03 May '05

hi, I merged settings from Config.pm, kept the old database, after login I get this: Can't insert session id! at /opt/otrs//Kernel/System/AuthSession/DB.pm line 194. whats wrong here ? Chris -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

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otrs.checkModules fails to recognize perl modules
by Breno Moiana 03 May '05

03 May '05

Greetings! I am installing otrs here, according to the instructions posted on this list [1]. However, I am finding a strange behaviour. When I run the otrs.checkModules script, it doesn't find several perl MCPAN modules, which are installed. [1] http://lists.otrs.org/pipermail/otrs/2003-February/000869.html Here you have the output: ---cut--- [29Abr-14:14:19] [root@intra:/usr/bin]# /usr/share/otrs/bin/otrs.checkModules Can't stat /usr/share/otrs/Kernel/cpan-lib: Arquivo ou diretório não encontrado at /usr/share/otrs/bin/otrs.checkModules line 41 Can't stat /usr/local/lib/site_perl: Arquivo ou diretório não encontrado at /usr/share/otrs/bin/otrs.checkModules line 41 CGI ... not installed! (required - use "perl -MCPAN -e shell;") Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... not installed! (required - use "perl -MCPAN -e shell;") Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... not installed! (required - use "perl -MCPAN -e shell;") MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... not installed! (required - use "perl -MCPAN -e shell;") Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... not installed! (for SMTP backend - not required) Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok [29Abr-14:15:58] [root@intra:/usr/bin]# ---/cut--- However, when I run perl -MCPAN -e shell and try to install those missing modules, there is what I get: ---cut--- cpan> install CGI CGI is up to date. cpan> install Digest::MD5 Digest::MD5 is up to date. cpan> install Net::POP3 Net::POP3 is up to date. cpan> (...) ---/cut--- Please notice the first two lines of otrs.checkModules output: Can't stat /usr/share/otrs/Kernel/cpan-lib: File or directory not found at /usr/share/otrs/bin/otrs.checkModules line 41 Can't stat /usr/local/lib/site_perl: File or directory not found at /usr/share/otrs/bin/otrs.checkModules line 41 I am kind of clueless here, but believe this I am running Debian Sarge, with otrs being gotten through apt-get. Thanks for the help! Best Regards! Breno Moiana.

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Attempting Active Directory connection - getting computer names i n results as well.
by Pete McDonnell 02 May '05

02 May '05

Our AD tree is structured something like this: - corp - Site 1 - Computers - Users - Site 2 - Computers - Users This is great for organization, but I'm not sure how to restrict my searches when AD/LDAP integration is enabled with such a hierarchy. Currently when I search for a user I get mutiple results which include the computer name (computer name = username in most circumstances). It appears as thought the default AD config simply lumps all users into one organizational unit 'Users' where the following is sufficient to restrict the results set to only contain users: $Self->{'Customer::AuthModule::LDAP::BaseDN'} ='ou=Users,dc=corp,dc=hipinteractive,dc=com'; In my case I would need multiple BaseDN entires (if possible) or another method of filtering the output by 'user' records only. In Surely someone must have come across this before... any suggestions? - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (416) 873-7153 "I'd give my right arm to be ambidextrous." - Anonymous

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AutoIncrement not working for me
by Ben Conrad 02 May '05

02 May '05

Folks, I've been trying to get my ticket numbers to look like 1000,1001, etc but have had no luck. I've edited Config.pm and done a 'service httpd restart' and 'service otrs restart' $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 4; $Self->{SystemID} = 1; In the log I see the ticket get created with the wrong number: Mon May 2 14:16:04 2005 notice OTRS-PM3-1 New Ticket [200505021000102] created (TicketID=9088, ArticleID=9305). # cat ./var/log/TicketCounter.log 10;2005-05-02; I've cleared the ./var/log/TicketCounter.log file but it gets set to the above format when I restart the daemons. What am I missing? Ben Ben Conrad Sr. Network Administrator Passkey International, Inc. [T] 617.237.8225

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Error Message
by martin hochreiter 02 May '05

02 May '05

Hi! I was asking for that error message in the past - without success... So I try to ask again today: I have above mentioned error logs in my apache2 error.log with otrs 1.3.2 Can I do something against that? lg Martin --------- ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon May 2 10:06:54 2005 Message: Need ID or Name! Traceback (5164): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 434 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 185 Module: ModPerl::RegistryCooker::run (v1.73) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16 ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon May 2 10:07:02 2005 Message: Need ID or Name! Traceback (5164): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 434 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 185 Module: ModPerl::RegistryCooker::run (v1.73) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16 script not found or unable to stat ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon May 2 10:58:42 2005 Message: Need ID or Name! Traceback (6129): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 434 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 185 Module: ModPerl::RegistryCooker::run (v1.73) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16 ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon May 2 10:58:45 2005 Message: Need ID or Name! Traceback (6129): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 434 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 185 Module: ModPerl::RegistryCooker::run (v1.73) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16

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