August 2005 - otrs - OTRS mailing lists

RE: [otrs] More Help Needed! LDAP settings work on Windows test server but not on RedHat
by Varsani, Rajendrakumar (PSD) 11 Aug '05

11 Aug '05

Still no joy. The vim -b filename.pm was useful to a degree. I learnt something new. I *DID* have /\M characters at the end of some lines that I'd FTP'ed from Windows to Linux and pasted into Config.pm. I have now stripped these out. However, when I restart OTRS I still get the same error: " Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. ---------------------------------------------------------------------- Apache/2.0.46 (Red Hat) Server at comet2 Port 80 " The 'line 42'(!) that the httpd Error log file complains about in CustomerUser.pm >2005] [error] 24903: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! is: . . $Self->{CustomerUser} = $GeneratorModule ->new( . . I'm stuck! I can't figure it out. And so close to LDAP heaven!! ;P Help!! Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeremy Blain Sent: Wednesday, August 10, 2005 4:22 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Help! LDAP settings work on Windows test server but noton RedHat This could be a case of the file being corrupted by different byte settings on windows/linux. Try opening the file on your linux machine, with: vim -b filename.pm and go through and correct it. Varsani, Rajendrakumar (PSD) wrote: >See end for full details: In summary, when I plug my LDAP config >setting onto my live Linux server Config.pm file from the Windows >server Config.pm file and restart OTRS, I get an internal server error. > >I tried the 'perl -c /opt/otrs/bin/cgi-bin' that Jeremy suggested and I >got: > >Generic.pm: Malformed UTF-8 character (unexpected byte 0xa7, with no >preceding starting byte) at >/opt/otrs/bin/cgi0bin/../../Kernel/Output/HTML/Generic.pm Line 79 > >Index.pl syntax OK > > >Which seems like a warning but nothing serious wrong. > >The other clue was this in the httpd error_log file: > >. >. >. >[Tue Aug 09 14:28:41 2005] [error] 31358: ModPerl::Registry: Can't >locate object method "new" via package >"Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Tue Aug 09 14:41:01 >2005] [error] 31358: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Tue Aug 09 17:29:28 >2005] [error] 23981: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerAuth::LDAP" at >/opt/otrs//Kernel/System/CustomerAuth.pm line 78.! [Tue Aug 09 17:29:38 >2005] [error] 4420: ModPerl::Registry: Can't locate object method "new" >via package "Kernel::System::CustomerAuth::LDAP" at >/opt/otrs//Kernel/System/CustomerAuth.pm line 78.! [Wed Aug 10 11:25:35 >2005] [error] 24617: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Wed Aug 10 11:26:10 >2005] [error] 24903: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! > >But I can't seem to locate the source of the problem. Have looked at >the permissions of the LDAP.pm file and all sorts. Can anyone help me? > >PS It's OTRS 1.2.3. > > >Rajendrakumar Varsani BSc (Hons) >Tel: (01904) 455805 (GTN 5138 5805) >Fax: (01904) 455711 (GTN 5138 5711) >Mobile: 07968 243125 >Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk > > > >-----Original Message----- >From: Jeremy >Sent: Tuesday, August 09, 2005 3:56 PM >To: Varsani, Rajendrakumar (PSD) >Subject: Re: [otrs] LDAP settings work on Windows test server but not on >RedHat > > >Varsani, Rajendrakumar (PSD) wrote: > > > >>Thanks for your reply. >> >>Typo. That was MY first thought. Can't see anything obvious though. >>Need someone to look through the code maybe. Which log files might >>hold a clue? >> >> >> >> >> >> >Try the apache error log, I'm not positive where it is on redhat, but >either look through the config >file to find it, or try in /var/log/ > >You could also try: >perl -c /opt/otrs/cgi-bin/index.pl > >(or wherever it's located on your system) > > >[snipped] > > > >> >> >> >> > >Hi all, > >Having finally got OTRS LDAP functions to work on my Windows 2000 >Professional test environment, I tried plugging the values into the >config.pm of our live RedHat Linux box which has been running for >months. > >I found that this bit of the code seems OK: > > # ---------------------------------------------------- # > # # > # LDAP - RPV 30 June 2005 # > # # > # ---------------------------------------------------- # > # For secure LDAP; try host of 'ldaps://xxxx.solar.local'; > # Customer Authentication > # Added by RPV 30 June 2005 > # > $Self->{'Customer::AuthModule'} = >'Kernel::System::CustomerAuth::LDAP'; > $Self->{'Customer::AuthModule::LDAP::Host'} = >'xxxx.solar.local'; > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = >'ou=staff,dc=solar,dc=local'; > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = >'cn=xxxx,ou=staff,dc=solar,dc=local'; > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxx'; > # > # > >OTRS runs fine with this in > >Bizarrely, as soon as I plug in the following, which works on the >Windows 2000 test server; > > # Customer User > # Added by RPV 29 June 2005 > # > # CustomerUser > # (customer user ldap backend and settings) > $Self->{CustomerUser} = { > Name => 'LDAP Source', > Module => 'Kernel::System::CustomerUser::LDAP', > Params => { > # ldap host > Host => 'xxxx.solar.local', > # ldap base dn > BaseDN => 'ou=staff,dc=solar,dc=local', > # search scope (one|sub) > SSCOPE => 'sub', > # The following is valid but would only be necessary if the > # anonymous user does NOT have permission to read from the >LDAP tree > UserDN => 'cn=xxxx,ou=staff,dc=solar,dc=local', > UserPw => 'xxxx', > # in case you want to add always one filter to each ldap >query, use > # this option. e. g. AlwaysFilter => '(mail=*)' or >AlwaysFilter => '(objectclass=user)' > AlwaysFilter => '(objectclass=user)', > # Net::LDAP new params (if needed - for more info see >perldoc Net::LDAP) > Params => { > # > # RPV - Normal : 389 > # > port => 389, > # > # RPV - Secure : 636 > # > # port => 636, > # RPV - Default Version : 2 > version => 3, > }, > }, > # customer uniq id > CustomerKey => 'sAMAccountName', > # customer # > CustomerID => 'mail', > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchPrefix => '', > CustomerUserSearchSuffix => '*', > CustomerUserSearchListLimit => 600, > CustomerUserPostMasterSearchFields => ['mail'], > CustomerUserNameFields => ['givenname', 'sn'], > AdminSetPreferences => 0, > 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', 'Username', 'sAMAccountName', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > [ 'UserFax', 'Fax', 'facsimileTelephoneNumber', 1, 0, 'var' >], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > # > # > >I get this response: > > Internal Server Error > The server encountered an internal error or misconfiguration and was >unable to complete your request. > > Please contact the server administrator, root@localhost and inform >them of the time the error > occurred, and anything you might have done that may have caused the >error. > > More information about this error may be available in the server error >log. > > > >------------------------------------------------------------------------ >-------- > > Apache/2.0.46 (Red Hat) Server at comet2 Port 80 > >I've tried changing the Params => {version number from 3 to 2 but that >makes no difference. > > >What have I done wrong? >VERY confused > > >Rajendrakumar Varsani BSc (Hons) >Tel: (01904) 455805 (GTN 5138 5805) >Fax: (01904) 455711 (GTN 5138 5711) >Mobile: 07968 243125 >Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk >Department for Environment, Food and Rural Affairs (Defra) Department >for Environment, Food and Rural Affairs (Defra) > >This email and any attachments is intended for the named recipient >only. If you have received it in error you have no authority to use, >disclose, store or copy any of its contents and you should destroy it >and inform the sender. Whilst this email and associated attachments >will have been checked for known viruses whilst within Defra systems we >can accept no responsibility once it has left our systems. >Communications on Defra's computer systems may be monitored and/or >recorded to secure the effective operation of the system and for other >lawful purposes. >_______________________________________________ >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? > > _______________________________________________ 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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OTRS sending problem
by mbesponga＠greendot.com.ph 11 Aug '05

11 Aug '05

Hello again! We are using OTRS 2.0.1. I configured OTRS 2.0.1 exactly the same with OTRS 1.3.2 (one which we used and it worked well). Incoming mail works fine. However in sending, the OTRS' System Log tells it sent email to the client, BUT our client do not receive any mails from the OTRS. Thanks for help. Regards, Len

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RE: [otrs] Help! LDAP settings work on Windows test server but not on RedHat
by Varsani, Rajendrakumar (PSD) 10 Aug '05

10 Aug '05

See end for full details: In summary, when I plug my LDAP config setting onto my live Linux server Config.pm file from the Windows server Config.pm file and restart OTRS, I get an internal server error. I tried the 'perl -c /opt/otrs/bin/cgi-bin' that Jeremy suggested and I got: Generic.pm: Malformed UTF-8 character (unexpected byte 0xa7, with no preceding starting byte) at /opt/otrs/bin/cgi0bin/../../Kernel/Output/HTML/Generic.pm Line 79 Index.pl syntax OK Which seems like a warning but nothing serious wrong. The other clue was this in the httpd error_log file: . . . [Tue Aug 09 14:28:41 2005] [error] 31358: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Tue Aug 09 14:41:01 2005] [error] 31358: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Tue Aug 09 17:29:28 2005] [error] 23981: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerAuth::LDAP" at /opt/otrs//Kernel/System/CustomerAuth.pm line 78.! [Tue Aug 09 17:29:38 2005] [error] 4420: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerAuth::LDAP" at /opt/otrs//Kernel/System/CustomerAuth.pm line 78.! [Wed Aug 10 11:25:35 2005] [error] 24617: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Wed Aug 10 11:26:10 2005] [error] 24903: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 42.! But I can't seem to locate the source of the problem. Have looked at the permissions of the LDAP.pm file and all sorts. Can anyone help me? PS It's OTRS 1.2.3. Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk -----Original Message----- From: Jeremy Sent: Tuesday, August 09, 2005 3:56 PM To: Varsani, Rajendrakumar (PSD) Subject: Re: [otrs] LDAP settings work on Windows test server but not on RedHat Varsani, Rajendrakumar (PSD) wrote: >Thanks for your reply. > >Typo. That was MY first thought. Can't see anything obvious though. >Need someone to look through the code maybe. >Which log files might hold a clue? > > > > Try the apache error log, I'm not positive where it is on redhat, but either look through the config file to find it, or try in /var/log/ You could also try: perl -c /opt/otrs/cgi-bin/index.pl (or wherever it's located on your system) [snipped] > > Hi all, Having finally got OTRS LDAP functions to work on my Windows 2000 Professional test environment, I tried plugging the values into the config.pm of our live RedHat Linux box which has been running for months. I found that this bit of the code seems OK: # ---------------------------------------------------- # # # # LDAP - RPV 30 June 2005 # # # # ---------------------------------------------------- # # For secure LDAP; try host of 'ldaps://xxxx.solar.local'; # Customer Authentication # Added by RPV 30 June 2005 # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxx.solar.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=staff,dc=solar,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xxxx,ou=staff,dc=solar,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxx'; # # OTRS runs fine with this in Bizarrely, as soon as I plug in the following, which works on the Windows 2000 test server; # Customer User # Added by RPV 29 June 2005 # # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxxx.solar.local', # ldap base dn BaseDN => 'ou=staff,dc=solar,dc=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=xxxx,ou=staff,dc=solar,dc=local', UserPw => 'xxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { # # RPV - Normal : 389 # port => 389, # # RPV - Secure : 636 # # port => 636, # RPV - Default Version : 2 version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 600, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], AdminSetPreferences => 0, 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', 'Username', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserFax', 'Fax', 'facsimileTelephoneNumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # # I get this response: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. ------------------------------------------------------------------------ -------- Apache/2.0.46 (Red Hat) Server at comet2 Port 80 I've tried changing the Params => {version number from 3 to 2 but that makes no difference. What have I done wrong? VERY confused Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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Setting the default owner of a ticket using E-Mail
by Trevor Vaughan 10 Aug '05

10 Aug '05

One more question. OTRS v 2.0.1 I'm a bit confused on the behaviour of OTRS in regards to ticket ownership. Here's the scenario: 1. Customer creates ticket 2. Notification is sent to Agents 3. Agent X replies to ticket via e-mail The OTRS system keeps setting the owner to the Admin User not to Agent X on that first reply. Can this be changed? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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Bulk Actions
by Anton Krall 09 Aug '05

09 Aug '05

I read that in order to perform bulk actions you need to select tickets using their checkboxes but, where are they? I don't see any checkboes, how do I find them?

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Has this faq behavior changed in 2.0?
by Wes Plate 09 Aug '05

09 Aug '05

I love the FAQ feature (we're on 1.3), but I HATE how it wraps text for me when I don't want it to. For example... http://support.automaticduck.com/otrs/faq.pl?Action=&ID=25 Scroll to the beginning of the solution, and you'll see how some of the paragraphs have bad wrapping going on. I want to control all line breaks in my HTML that I've put in the FAQ article, and not have OTRS put breaks in where it "sees" lines end in the source. Is this any different in 2.0? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Email::SMTP
by Ken Johnson 09 Aug '05

09 Aug '05

Im getting the following messages all of a sudden. ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: MSWin32 Time: Tue Aug 9 10:49:50 2005 Message: Can't connect to xxxx.xxxxx.net: Bad file descriptor! Traceback (2320): Module: Kernel::System::Email::SMTP::Send (v1.9) Line: 121 Module: Kernel::System::Email::Send (v1.12) Line: 464 Module: Kernel::System::Ticket::Article::ArticleSend (v1.90) Line: 1303 Module: Kernel::Modules::AgentTicketEmail::Run (v1.10) Line: 644 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: D:\OTRS\bin\cgi-bin\index.pl (v1.80) Line: 46 Some of what I've been able to find is that it's possible that I have an invalid authentication. I've checked it all, but the funny thing is that all of my auto reply messages are getting out with no problems.

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question about SystemID
by Mike Conigliaro 09 Aug '05

09 Aug '05

i have a test instance and a production instance of otrs on two completely seperate boxes, but they share the same database (which is on a 3rd box). in this case, do i still need to set a unique SystemID for each otrs instance? -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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Incoming message filters...external commands.
by Trevor Vaughan 09 Aug '05

09 Aug '05

Does anyone know of a way to send the system an external command via an e-mail body. I.e. I put in [CLOSE] and the system will automatically close the ticket and send out notifications? I thought that I could do it from the incoming message filters but haven't been able to get it to work. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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Need Ticket ID
by Emonet Jean-Bruno 09 Aug '05

09 Aug '05

Hello, I have got this error! ERROR: OTRS-CGI-01 Perl: 5.8.4 OS: linux Time: Tue Aug 9 14:42:25 2005 Message: Need TicketID! Traceback (14783): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.90) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.5) Line: 675 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.36) Line: 47 Any idea? JB

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