November 2006 - otrs - OTRS mailing lists

Please disregard -> RE: [otrs] Cron errors
by Jason Loven 24 Nov '06

24 Nov '06

Please disregard this post. The backup script actually errored as well but more correctly pointed out that the article table was broken. A table repair seems to have corrected the problem. -Jason ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: Friday, November 24, 2006 9:15 AM To: otrs(a)otrs.org Subject: [otrs] Cron errors I just noticed I'm getting the following error output from the GenericAgent.pl job. Anyone have any ideas what's causing it? Looks like a syntax problem to me since it's looking for a table "at" that doesn't exist. This is on a 2.0.4 install (which I had planned on upgrading to 2.1.x today). DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Computer Associates%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%notification for Concerto Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Concerto Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_body) LIKE LOWER('%Customer: Midvalley Glass%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4.

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Cron errors
by Jason Loven 24 Nov '06

24 Nov '06

I just noticed I'm getting the following error output from the GenericAgent.pl job. Anyone have any ideas what's causing it? Looks like a syntax problem to me since it's looking for a table "at" that doesn't exist. This is on a 2.0.4 install (which I had planned on upgrading to 2.1.x today). DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Computer Associates%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%notification for Concerto Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Concerto Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_body) LIKE LOWER('%Customer: Midvalley Glass%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4.

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Upgrade manual?
by Jason Loven 24 Nov '06

24 Nov '06

Is there a manual that specifically deals with upgrading from 2.0.4 to 2.1.x? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net <BLOCKED::mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

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RE: FW: [otrs] SysConfig
by Dave Wojciechowski 24 Nov '06

24 Nov '06

Thanks Alex, just wanted to make sure it was not me. Is anyone else experincing the issue w/ the attachement links? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Friday, November 24, 2006 3:48 AM To: User questions and discussions about OTRS.org Subject: Re: FW: [otrs] SysConfig Hi Dave, Dave Wojciechowski schrieb: > anyone have any ideas on these ones? > > ---------------------------------------------------------------------- > -- > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On > Behalf Of *Dave Wojciechowski > *Sent:* Wednesday, November 22, 2006 10:55 AM > *To:* otrs(a)otrs.org > *Subject:* [otrs] SysConfig > > Question on GUI sysconfig, wanted to check if this is me or something > w/ the system, why does the sysconfig run much slower than the rest of > the app, I'm waiting up to 30 sec on each load of each link only in > the sysconfig. I'm also seeing that the cpu is up to 100 from httpd > when I'm waiting. I'm using the RPM install on centos 4.4 on a p4 1.7 > w/ 1 gig mem. I heard that this behaviour is OK because OTRS must run through all XML-config-files to proceed Sysconfig. Perhaps code-optimization could help in the future to achieve more efficient. > > Also I'm seeing that in the admin area, the attachments and > attachments <-> Responses prompt me to download the content as a html > doc, I'm running version 2.1.3 and using i.e. 7. > > If someone has any answers it would be great Bye, Alex _______________________________________________ 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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FW: [otrs] SysConfig
by Dave Wojciechowski 24 Nov '06

24 Nov '06

anyone have any ideas on these ones? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Wednesday, November 22, 2006 10:55 AM To: otrs(a)otrs.org Subject: [otrs] SysConfig Question on GUI sysconfig, wanted to check if this is me or something w/ the system, why does the sysconfig run much slower than the rest of the app, I'm waiting up to 30 sec on each load of each link only in the sysconfig. I'm also seeing that the cpu is up to 100 from httpd when I'm waiting. I'm using the RPM install on centos 4.4 on a p4 1.7 w/ 1 gig mem. Also I'm seeing that in the admin area, the attachments and attachments <-> Responses prompt me to download the content as a html doc, I'm running version 2.1.3 and using i.e. 7. If someone has any answers it would be great

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Customer LDAP to AD Authentication - close, but not working
by Arnold, Andrew 23 Nov '06

23 Nov '06

Please see mail below from Tim Miller: I too have a similar problem, ("Login failed! Your username or password was entered incorrectly". on the customer.pl web page) but I get the following entry in log file: [Thu Nov 23 13:06:23 2006][Error][Kernel::System::CustomerAuth::LDAP::Auth][141] Search failed! Bad filter Any ideas people please: Thanks a lot: Andrew (please see LDAP entries in my Config.pm) # AA Customer Authentication # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '128.30.1.50'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'hd\xpinstall'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '******starred out*'; # Getting Customer Info # $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '128.30.1.50', BaseDN => 'dc=hq,dc=office,dc=hd,dc=com', SSCOPE => 'sub', UserDN => 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com', UserPw => '******starred out*', }, CustomerKey => 'sAMAccountName', CustomerID => 'o', CustomerUserListFields => ['cn'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], 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' ], ], }; (Mail from Tim Miller I am having trouble getting the customers to be able to authenticate and log in to the customer.pl web page. I am trying to use LDAP to authenticate. From the agent side, my LDAP searches are working fine. If I search for a customer by name to create a new ticket, I get a complete list of possible names back from the LDAP search. However, when the customers attempt to log in, all I get is "Login failed! Your username or password was entered incorrectly". I know the username and password is correct, but I keep getting this error. In the System log, I get the following message, "CustomerUser: jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs> authentification failed, no LDAP entry found!BaseDN='dc=dbtamerica,dc=local', Filter='(&(sAMAccountName=jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs> )(!objectclass=computer)) ', (REMOTE_ADDR: 10.222.128.53)." I have a J Doe account in my AD that I use for testing, the account exists and I am using the correct password. Do I have to use the PosixGroups lines in the Config.pm file? I am currently not using these at all, but my understanding is that it should work without them. Do I have to create a group in AD, or specify that the "domain users" group is allowed access? Any advice is greatly appreciated, this is our last major hurdle to get over, so far we love the package, but we really want the AD authentication to work. With Best Regards, Tim ) 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: LDAP Authentication
by VI - Mario Tonin 23 Nov '06

23 Nov '06

Sorry, but i still can authenticate. Here my entry on config.pm. Something wrong? Anything else to change? Please help me! # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'vidc2.battistolligroup.it'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=battistolligroup, dc=it'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'otrs'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; # 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'} = 'vidc2.battistolligroup.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=GRUPPO BATTISTOLLI, dc=battistolligroup, dc=it'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs, ou=Users, dc=battistolligroup, dc=it'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxx'; # **************************************************** #

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Ticket Priority
by Robert Garcia 23 Nov '06

23 Nov '06

I am having issues attempting to modify ticket priority names (e.g. changing 'very high' to 'critical'). Making the modification in the MySQL table is a no brainer, but I cannot seem to find the correct pm files to make the configuration changes (as described in the documentation). Any help would be appreciated. Thank you, -- Robert Garcia

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Automatic locking
by Rolandas Juodzbalis 23 Nov '06

23 Nov '06

Hello, Is it possible to implement following feature: automatically assign (lock) ticket to agent which has least open tickets (or by any agent atribute)? I thinked about doing with GenericAgent and some custom script? Thank you, Rolandas

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Forwarding mail with specific subject
by VI - Mario Tonin 23 Nov '06

23 Nov '06

Hi, i've a question. I want otrs automatically forward to an e-mail address incoming mail with specific words in subject? Any ideas? Thanks! . . . . . . . . . . . . . . . . . . . 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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