November 2006 - otrs - OTRS mailing lists

error installing additional application
by Richard ***** 29 Nov '06

29 Nov '06

Hi,I try to install webmail, calendar but impossible.With web I receive this message : Sorry, for this interface is mod_perl2 with Apache2::Reload required. Other way [..]And in ssh :[root@serveur opm]# ~otrs/bin/opm.pl -a install -p /tmp/opm/WebMail-0.9.9.opmCan't locate object method "SWASHNEW" via package "utf8" (perhaps you forgot to load "utf8"?) at /opt/otrs/Kernel/System/Package.pm line 315.Config : Perl 5.6.1 (can't upgrade)Otrs 2.0.4 (can't upgrade without login error)Apache 1Any idea ? Regards.Richard _________________________________________________________________ Essayez Live.com, votre nouvelle page d'accueil ! Personnalisez-la en quelques clics pour retrouver tout ce qui vous intéresse au même endroit. http://www.live.com/getstarted

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FW: [otrs] perl: prescan_stmt.c:442:
by Dave Wojciechowski 29 Nov '06

29 Nov '06

Found that the cpan site i was using was out of date updated DBI:PG again and bango solved the issue. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Wednesday, November 29, 2006 10:11 AM To: User questions and discussions about OTRS.org Subject: [otrs] perl: prescan_stmt.c:442: Interesting issue here, having this message come up w/ some emails perl: prescan_stmt.c:442: rewrite_execute_stmt: Assertion `ph <= imp_sth->phc' failed. I'm using PostMasterPOP3.pl, I found that it was only one message in the box, once I moved the message it cleared the issue. >From my research I installed from cpan DBI:DBD and DBI:Pg to the most recent version but i'm still getting this issue on this one email Any help would be great Thanks I'm Wojo _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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Enable Bulk Feature on Search Customer ID Page
by Danie 29 Nov '06

29 Nov '06

Hi , Is it possible to enable the Bulk feature in the Customer ID Search Page? The reason for this is agents sometimes still get spam through from replicate emails (Customer ID's) and then click on that Customer ID link to bring up the Search page , but there is no tick box option to Bulk close. Also just on this note , will it be possible to request for the next release a "Select All" tick box to select all tickets in a queue , Search Page etc? Will this entail regitering a new module ? Sorry for silly question as I am not a perl guru... Any help will be appreciated. Daniel

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perl: prescan_stmt.c:442:
by Dave Wojciechowski 29 Nov '06

29 Nov '06

Interesting issue here, having this message come up w/ some emails perl: prescan_stmt.c:442: rewrite_execute_stmt: Assertion `ph <= imp_sth->phc' failed. I'm using PostMasterPOP3.pl, I found that it was only one message in the box, once I moved the message it cleared the issue. >From my research I installed from cpan DBI:DBD and DBI:Pg to the most recent version but i'm still getting this issue on this one email Any help would be great Thanks I'm Wojo

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AW: AW: [otrs] Module Kernel::Modules::FAQ notregistered inKernel/Config.pm!
by shawn.beasley＠dlh.de 29 Nov '06

29 Nov '06

Hello, > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von mike conigliaro > Gesendet: Dienstag, 28. November 2006 16:37 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: [otrs] Module Kernel::Modules::FAQ > notregistered inKernel/Config.pm! > > thanks, but this didnt help. i went to Config Options: > Ticket -> Core::LinkObject and made it look like this (FAQ > was added to the list): > > LinkObjects => > Ticket > FAQ > > then i updated lines 129-149 in > $HOME/otrs/Kernel/Output/HTML/Standard/AgentFAQ.dtl, but it > still tells me the module is not registered. how do you > register a module? Did you restart otrs after the changes were made? I am not sure if this will have an affect, but it should be tried. The solution definitely works, we have tested it on at least two installations. OTRS Version 2.1.3 and FAQ 1.0.11 > > Mike Conigliaro > ProActive Technologies > conigliaro(a)getproactivenow.com > 203.239.0440 ext:317 > www.getproactivenow.com > > > shawn.beasley(a)dlh.de wrote: > > > > http://www.mail-archive.com/otrs@otrs.org/msg12344.html > > > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von mike conigliaro > >> Gesendet: Montag, 27. November 2006 23:10 > >> An: User questions and discussions about OTRS.org > >> Betreff: [otrs] Module Kernel::Modules::FAQ not registered > >> inKernel/Config.pm! > >> > >> i just did a fresh install of otrs 2.1.3, and im getting > this error > >> when i click on the "FAQ" link when replying to a ticket. does > >> anyone know whats going on? > >> > >> ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Mon Nov 27 > >> 17:08:19 2006 > >> > >> Message: Module Kernel::Modules::FAQ not registered in > >> Kernel/Config.pm! > >> > >> Traceback (13986): > >> Module: Kernel::System::Web::InterfaceAgent::Run > (v1.17) Line: 555 > >> Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 > >> > >> -- > >> Mike Conigliaro > >> ProActive Technologies > >> conigliaro(a)getproactivenow.com > >> 203.239.0440 ext:317 > >> www.getproactivenow.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 orr consulting for your OTRS system? > >> => http://www.otrs.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 orr consulting for your OTRS system? > > =http://www.otrs.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 orr consulting for your OTRS system? > => http://www.otrs.com/

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S/MIME issues on Windows
by Sune T. Tougaard 29 Nov '06

29 Nov '06

Hi, I'm fooling around with S/MIME on a Windows install of OTRS 2.1.3, with OpenSSL 0.9.8d installed manually. It seems as if the signing and encryption of e-mails actually works, but OTRS does not believe it does, because of the output from openssl. In: C:\OTRS\otrs\Kernel\System\Crypt\SMIME.pm, the lines: open (SIGN, "$Self->{Bin} smime -sign -passin pass:".quotemeta($Secret)." -in $Filename -out $FilenameSign -text -signer $FilenameCertificate -inkey $FilenamePrivate -binary 2>&1 |"); while (<SIGN>) { $LogMessage .= $_; } close (SIGN); if ($LogMessage) { $Self->{LogObject}->Log(Priority => 'error', Message => "Can't sign: $LogMessage!"); return; } Logs the error message: Can't sign: Loading 'screen' into random state - done But when running the openssl command manually from a prompt, the "Loading 'screen' into random state - done" always shows and the signing actually happens as it's supposed to. If changing the openssl command in SMIME.pm to something like: open (SIGN, "$Self->{Bin} smime -sign -passin pass:".quotemeta($Secret)." -in $Filename -out $FilenameSign -text -signer $FilenameCertificate -inkey $FilenamePrivate -binary > c./OTRS/otrs/var/tmp/otrstemp.tmp 2>&1 |"); Everything is redirected to a file and the command works as supposed to. But doing this (redirecting to a file), also makes OTRS believe that everything went fine in case of errors (i think). Same is the case for the encryption part of SMIME.pm. Does any of you know how i can make the "Loading 'screen' into random state - done" go away without touching SMIME.pm ?? Like using the openssl.cnf file or something? I haven't been able to google my way to a solution. Any ideas? Thanks. -- /Sune

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Printing (just) part of a ticket
by Alex Mihicinac 29 Nov '06

29 Nov '06

Hi all, I'm wondering if it's possible to print just part of a ticket? It would be nice to have option for printing just selected article, or articles without internal notes. Like i see it's only way to print whole ticket at once. Hints (to do that kind of printing) are more than welcome. Best regards, Alex

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Ticket locked when setting owner
by Dirk Cleenwerck 29 Nov '06

29 Nov '06

Hi there, My question is this. In my settings I have Ticket::Frontend::AgentTicketOwner###RequiredLock set to no. I assume this to mean that when I set an owner it does not need to Lock the ticket. When I use the system and set an owner, it still changes the ticket to locked though. We don't want any tickets to be locked automatically, to avoid that nobody can work on a ticket assigned to for instance Agent number 1, if Agent number one hasn't actually locked it ( meaning that he is not busy with this ticket yet), we always want the agents to manually lock tickets. I checked all the settings I could find and as far as I know RequiredLock is off everywhere. How do I prevent the automatic lock of tickets when assigning an owner. I'm using otrs-2.1.1-014-win32.exe Thanks in advance. Dirk Cleenwerck Chief Programmer Useitgroup NV

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Hello People
by Arnold, Andrew 29 Nov '06

29 Nov '06

I am just testing OTRS version 2.1.2 on windows as a possible replacement for our own ticket system. I have got a lot of things working that I require, including the ldap customer authentication, I can query ad to pull back data and also log a call via the admin page (create mail or call ticket etc). However when a customer tries to log in to check on their tickets, it down not accept their username/password. I assume the username and password should be domain login and password that the user uses to connect to the network. I am fairly new to this so sorry if this is a stoopid question, but any ideas why the front-end customer login doesn't work but the other part (querying ldap ) does. Cheers people!! Please lt me know if you want to see a copy of the config.pl or anything Thanks Andrew Arnold IT Support Analyst hammondsdirect DDI 01274 764677 Mob 07946 459179 mailto:andrew.arnold@hammondsdirect.com This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

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RE: [otrs] LDAP Authentication
by Miller, Tim 28 Nov '06

28 Nov '06

I had quite a time getting it to work, but in the end I got it. Have you created a user account in AD to authenticate with for the LDAP lookup? Windows will not allow anonymous LDAP queries, you must create the account and add the following lines to your config.pm file. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs ldap,OU=Users,DC=domain,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; There should also be some error messages in the system log with OTRS if you log in using your admin agent account. What errors are you seeing there? -Tim -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Pietersen Sent: Wednesday, November 22, 2006 12:33 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP Authentication Tim, How do you have your user's logging in? When I go through and try to log myself into OTRS with; mpietersen mpietersen(a)allstatefastener.local ASFCORP\mpietersen My bind isn't working properly according to my httpd log which is pumping out ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Nov 22 11:50:27 2006 Message: First bind failed! 80090308: LdapErr: DSID-0C09030F, comment: Traceback (24085): Module: Kernel::System::CustomerUser::LDAP::new (v1.29) Line: 71 Module: Kernel::System::CustomerUser::new (v1.28) Line: 91 Module: Kernel::System::Ticket::new (v1.229) Line: 121 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 173 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_inde Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Nov 22 11:50:36 2006 Message: First bind failed! 80090308: LdapErr: DSID-0C09030F, comment: Traceback (24086): Module: Kernel::System::CustomerUser::LDAP::new (v1.29) Line: 71 Module: Kernel::System::CustomerUser::new (v1.28) Line: 91 Module: Kernel::System::Ticket::new (v1.229) Line: 121 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 173 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_inde Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Every time I try and log in. Have you experienced any problems when implementing your AD auth? BTW, it's running on FC4 Thanks, Mike Pietersen, A+, MCP IT (586) 498-1388 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miller, Tim Sent: Wednesday, November 22, 2006 9:44 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP Authentication I am no expert in giving a step by step, but here is a copy of my config.pm file which is working for customer LDAP auth via my Windows AD domain... hope it helps: As always, make a backup copy of the original Config.pm file before you start modifying.... I created a user account in AD called "otrs ldap" and use that account to authenticate the LDAP query from otrs. Windows AD will not allow anonymous lookups so this is a necessary step... # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.xxx.xxx.xx'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs ldap,OU=Users,DC=domain,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; The section below is for the customer lookups via the Phone Ticket/Email Ticket screen to add a new ticket for a customer. It allows the agent type a piece of the customer info and search AD for the user... The system must be able to verify the customer in AD before it will let you enter a ticket. # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Name =>'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.xxx.xxx.xx', # ldap base dn BaseDN => 'dc=domain,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=otrs ldap,OU=Users,DC=domain,DC=local', UserPw => 'password', AlwaysFilter => '', #SourceCharset => 'utf-8', #DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], 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', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; With Best Regards, Tim Miller Network Administrator DBT America, Inc. Houston, PA ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of VI - Mario Tonin Sent: Wednesday, November 22, 2006 6:30 AM To: otrs(a)otrs.org Subject: [otrs] LDAP Authentication Is there anyone who can give me a step-by-step guide to configure ldap autentiation for costumers? I've added this entry: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vidc2.battistolligroup.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=battistolligroup,dc=it'; . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

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