September 2005 - otrs - OTRS mailing lists

OTRS "From:" address
by Matt Linton 20 Sep '05

20 Sep '05

As crazy as it sounds, my team would like EMail notifications SENT by OTRS (The new ticket notifications to the sysadmins) to have the "From:" address of the person who sent in the email, so they can respond by mail if away. 1) Can this be done? 2) If it's not a config option, can someone point me at least to the correct perl module, or lines?

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Upgrading to Version 2
by Rowland, Lane 20 Sep '05

20 Sep '05

We have been using OTRS for quite some time. I recently downloaded the latest version however it does not appear to support importing all my old ticket data. After I import the data I get an error trying to initiate a session. Is there some trick to migrating all my old data into the latest version? Thanks Lane Rowland, City of Tacoma

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Migrating from OTRS 1 to OTRS2
by Braun Brelin 20 Sep '05

20 Sep '05

Hello all, I'm trying to do a migration from OTRS 1.x to 2.x. My question is: Has the database schema changed? I'm getting errors like the following: Sep 21 06:52:49 localhost OTRS-CGI-10[2050]: [Error][Kernel::System::Ticket::Article::ArticleGet][Line:964]: Unknown column 'st.freekey3' in 'field list', SQL: 'SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa. a_message_id, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn <http://st.tn>, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, su.login, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id <http://sa.id>, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.ticket_lock_id, st.title, st.escalation_start_time, st.freetime1 , st.freetime2 FROM article sa, ticket st, system_user su where sa.id<http://sa.id>= 137072 AND sa. Is there a preferred method for migrating the MySQL db to the new instance of OTRS? THanks, Braun Brelin

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Login not functional under BSD - crypt() issue?
by Wade Naveja 20 Sep '05

20 Sep '05

Greetings! After installing OTRS 2.0.2, I am not able to login with the default username/password: root@localhost/root. OTRS 2.0.2 is installed on a server running the following: FreeBSD 5.4 Perl v5.8.6 Apache 2.0.54_2 MySQL 4.1.13 Login attempts generate the following in /var/log/messages: Sep 15 12:56:34 hostname OTRS-CGI-10[17421]: [Notice][Kernel::System::Auth::DB::Auth] The crypt() of your mod_perl(2) is not working correctly! Update mod_perl! Sep 15 12:56:34 hostname OTRS-CGI-10[17421]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication with wrong Pw!!! (REMOTE_ADDR: xxx.xxx.xxx.xxx) The notice re: "The crypt() of your mod_perl(2) is not working correctly! Update mod_perl!" comes from this portion of Kernel/System/Auth/DB.pm: # and do this check only in such case (unfortunately there is a mod_perl2 # bug on RH8 - check if crypt() is working correctly) :-/ if (($Salt =~ /^\$\d\$/) || (crypt('root', 'root@localhost') eq 'roK20XGbWEsSM')) { $CryptedPw = crypt($Pw, $Salt); } else { $Self->{LogObject}->Log( Priority => 'notice', Message => "The crypt() of your mod_perl(2) is not working correctly! Update mod_perl!", ); my $TempSalt = quotemeta($Salt); my $TempPw = quotemeta($Pw); my $CMD = "perl -e \"print crypt('$TempPw', '$TempSalt');\""; open (IO, " $CMD | ") || print STDERR "Can't open $CMD: $!"; while (<IO>) { $CryptedPw .= $_; } close (IO); chomp $CryptedPw; As stated above, the machine is not running mod_perl or Redhat Linux. There is a difference between the crypt() functions on FreeBSD and Linux. It appears that others have run into this issue in the past: http://lists.otrs.org/pipermail/otrs/2004-April/004706.html http://lists.otrs.org/pipermail/otrs-de/2005-August/004319.html Can someone suggest a fix or work-around for this? If additional system configuration information would be helpful, I'd be happy to provide it. Regards, Wade Naveja <wade(a)naveja.net>

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SQL Injection
by Owen Stenseth 20 Sep '05

20 Sep '05

This is probably a topic for the development list but I wonder what other peoples thoughts are. We are now using OTRS internally at our company and things are going very well. After having gone through the code and running into some quoting errors (QuoteSingle is spelled incorrectly in the source) I discovered that OTRS uses a lot of built up string queries. These are the types of queries that are prone to SQL Injection attacks. I realize that OTRS does it's best to handle the quoting of parameters for you but it is still a concern when you could instead use posisitional parameters and allow the DBD drivers to handle the low level quoting. Has anyone else out there done an SQL Injection risk assessment for OTRS? What do the developers think, I know they are concerned with the security of their product. Thanks, Owen

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Postmaster Filter Question
by Danie Theron 20 Sep '05

20 Sep '05

Hi , What is the correct syntax for sending all mail "From:" a spesific domain to a spam queue. Tried redexp values ( to my limited knowledge): Match Header 1: From Value : /\(a)somedomain\.com/ Set Header 1: X-OTRS-Queue Value : spam Seems this does not work , or I am misunderstanding the manual :) TIA -- Regards , @-----------------------------@ | Danie Theron | | Systems Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ 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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Update
by Kalongo MULAMBA 20 Sep '05

20 Sep '05

Hello, I'd like to update OTRS 1.2.4 for Windows to V.2.0.2 for windows. How can I do, without losing any datas Thanks, Kalongo

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RE: [otrs] otrs forum/wiki
by Vådahl Thomas 20 Sep '05

20 Sep '05

> > I wholeheartedly agree. Something that would have some robust > > searching capability would be nice, especially if it is easy to use. > > Why not use the FAQ module within OTRS? Would it suit the needs of the community? > > There is a FAQ up at http://faq.otrs.org/ which I think is using the OTRS engine, > but it's not open for submissions from the wild. > > I'd be happy to host a support/FAQ wiki. I don't see the value in a web discussion > forum -- that need is met by these mailing lists. I undoubtly think a forum is much better than a mailing-list. First, the threads are kept organized no matter what. Second, the search capabilities are much better. Third, the threshold for joining a forum is much lower that joining a mailing-list. In my opinion, forums supersedes mailing-lists. I'd be happy to host an OTRS forum, but as others have said before; this forum must be official. If the OTRS team agrees, we could just add forum.otrs.org as a DNS entry pointing to whatever server the forum is hosted on. I serve a couple of forums today on our linux servers, and have long experience with several types of forum software. Kind regards, Thomas Vådahl

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Request for OTRS 2.0 language translations
by Martin Edenhofer 20 Sep '05

20 Sep '05

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Limiting a customer to low and normal priority ticket opening
by Roberto Giana 19 Sep '05

19 Sep '05

Hi I'm looking for a way of limiting a customer to open tickets with a priority higher than normal. What I'm trying to do is that a customer can open tickets with priority "low" or "normal" using mail and web but forcing him to open a ticket by phone for "high" priority tickets. Is there a way in OTRS 2.0.2? -- Best regards Roberto Giana _____________________________________________________ Giana Roberto Consulting - GiaRoCo https://www.giaroco.ch/ _____________________________________________________

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