February 2006 - otrs - OTRS mailing lists

Re: MySQL 4.0 with OTRS v2 on Windows 2003 - Part Deux
by Solaris User 10 Feb '06

10 Feb '06

Thanks everyone. With your assistance, I was able to figure it out. Here is the PHP code incase anyone wants to use it in the future. This works on Windows 2003. Note: pass_input and user_inputare the username and password fields in the form <?php [..snip..] exec("perl -e \"print crypt('$pass_inout', '$user_input')\"", $output); foreach($output as $outputline){ $crypt = $outputline; } $statement = "SELECT login, pw FROM customer_user WHERE login='$strUserName' AND pw=('$crypt')"; [..snip..] ?> _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

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[Fwd: Re: [otrs] MySQL 4.0 with OTRS v2 on Windows 2003]
by grahamsmith＠gandalfsemporium.co.uk 09 Feb '06

09 Feb '06

Oops and in /opt/otrs/Kernel/System/Auth/DB.pm this uses a crypt function from mod_perl ---------------------------- Original Message ---------------------------- Subject: Re: [otrs] MySQL 4.0 with OTRS v2 on Windows 2003 From: grahamsmith(a)gandalfsemporium.co.uk Date: Thu, February 9, 2006 7:03 pm To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> -------------------------------------------------------------------------- The routine that does this encryption is in.... /opt/otrs/bin/CryptPassword.pl Solaris User said: > What type of hash does OTRS v2 use when storing a password in MySQL? It looks like crypt, but I am unable to tell what the salt is. > > Essentially, my problem is that I want to interface with the 'pw' field in the system_user table using a PHP page I made. I am currently unable to do > this because I do not know how to encrypt the plaintext given by a user in the PHP page, encrypt it, and compare it to the 'pw' field in the system_user table. > > Any help is greatly appriciated! > > _________________________________________________________________ FREE pop-up blocking with the new MSN Toolbar get it now! > http://toolbar.msn.click-url.com/go/onm00200415ave/direct/01/ > > _______________________________________________ > 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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MySQL 4.0 with OTRS v2 on Windows 2003
by Solaris User 09 Feb '06

09 Feb '06

What type of hash does OTRS v2 use when storing a password in MySQL? It looks like crypt, but I am unable to tell what the salt is. Essentially, my problem is that I want to interface with the 'pw' field in the system_user table using a PHP page I made. I am currently unable to do this because I do not know how to encrypt the plaintext given by a user in the PHP page, encrypt it, and compare it to the 'pw' field in the system_user table. Any help is greatly appriciated! _________________________________________________________________ FREE pop-up blocking with the new MSN Toolbar get it now! http://toolbar.msn.click-url.com/go/onm00200415ave/direct/01/

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RE: [otrs] Opening closed tickets
by Lee A. Connell 09 Feb '06

09 Feb '06

Yes I could have searched the mail archive, I apologize. However contacting sales for these questions is not feasible. The documentation does not cover all the questions that I had unless I missed it. I didn't see anything that goes over how the ticketing system works and how it integrates with the OTRS interface. As you can see someone has already asked the same exact question as I have. Personally I think it's a bit complicated to just get familiar with it. I have tried and I am confused on how things work. Maybe some of these archives could be put into a common FAQ? Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Thursday, February 09, 2006 2:05 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Opening closed tickets > Where do you compose an answer on a ticket? I went and searched for the ticket by customer id. I opened the ticket and I don't see where I can do this? Sorry Lee, you posted many trivial questions to the mailing list that could have been answered by yourself with * reading the documentation * making yourself familiar with OTRS * searching the mail archive * and last but not least, contact sales(a)otrs.de if you need fast and adequate help Please don't post trivial questions. Thanks, Alex > > Lee Connell > Network Engineer > > > 15 Main St. Suite 10 > Littleton, NH 03561 > 603-444-3937 > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Getchell, Adam > Sent: Wednesday, February 08, 2006 3:20 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Opening closed tickets > > >> Where is "re-open"? I have searched and found the closed >> ticket. The state says closed, how do I state it as open? > > Yes, I did not find this explicitly either. However, if you Compose an > answer to the customer (e.g., we're reopening the ticket) you can specify > the next state of the ticket to be open. > > Hope that helps! > >> Lee Connell >> Network Engineer > > *************** > * Adam Getchell, M.S. > * Director of Information Technology > * College of Agricultural & Environmental Sciences Deans' Office > * acgetchell(a)ucdavis.edu (530)752-8008 > *************** > "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu > _______________________________________________ > 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/ > > _______________________________________________ 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.3/254 - Release Date: 2/8/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.3/254 - Release Date: 2/8/2006

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Problems with Postmaster reading certain emails
by Stefansen Espen 09 Feb '06

09 Feb '06

Hi Lately my OTRS has had problems reading certain emails. When i parse the email through Postmaster.pl, I get this error msg: "perl: prescan_stmt.c:442: rewrite_execute_stmt: Assertion `ph <= imp_sth->phc' failed." Does anyone know why this is happening? I'm running CentOS 4, with perl 5.8.5. In my otrs1.3.3 this is very irritating, since it generates a ticket without an article, which makes all tickets received later not able to be shown. Luckily this is fixed in 2.0.x. Regards Espen Stefansen

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nothing in my queues....
by Mike Lykov 09 Feb '06

09 Feb '06

Hi all. I'm can't figure how queues work ;) Who can explain ? ;) All names/logins are testcase. Admin - create users: agent1, customer and queue "internal-it". Agent (tech. specialist, login agent1) enter OTRS and choose "my queue = internal-it" in his preferences. Exit. Customer (customer user, login "customer") enter OTRS and create ticket. Ticket go to queue "internal-it" (no another choice in drop-down in customer interface). Exit. Agent1 enter OTRS and see this situation: queues : My Queues (0) (why, if internal-it in his "my queues" list?) Locked tickets=1 , click on it, unlock (why he need unlock his own ticket?) Then situation change: queues: My Queues (0) - internal-it (1) (blinking) Why ticket not to go in my queues ? -- Mike Lykov ISP Samtelecom, Administrator

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otrs on oracle
by Michel ARNAUD 09 Feb '06

09 Feb '06

Hi We setup otrs on linux redhat8.0 we have installed an oracle 10.2 database with a tablespace otrs a user otrs . we created the otrs tables on oracle (3 scripts :create:insert:post-creation) and now we try to configure otrs to use this oracle database We modified the config.pm $Self->{DatabaseDSN} = "DBI:Oracle:sid=otrs;host=otrs;port=1521" ; $ENV{ORACLE_HOME} = '/opt/ora10'; $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS'; $ENV{NLS_LANG} = "american_america.we8iso8859p1"; But impossible to establish a link with the database please How to setup with oracle do we have only the config.pm file to modify Is there a doc on that ? Thank you for your help Regards ---------------------------------------------------------------------------- ------------------------ Michel Arnaud Salomon S.A. - Direction des Technologies de l'Information Data Base Administrator 74996 Annecy Cedex 09 Tel : 04 50 65 48 59 Fax : 04 50 65 43 54 ---------------------------------------------------------------------------- ------------------------ *** This email and any attachments contains privileged and confidential information intended only for the use of the addressee(s). If you are not an intended recipient of this email, you are hereby notified that any dissemination, copying or use of information within it is strictly prohibited. If you received this email in error or without authorisation, please notify us immediately by reply e-mail and delete the e-mail from your system.

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Blinking queue name
by Lee A. Connell 09 Feb '06

09 Feb '06

Under my login I have “MY QUEUES” and I have a blinking “LEE(1)” queue. This obviously means I have 1 ticket in that queue. How do I prevent the blinking as that is killing my focus. No other queues next to “LEE(1)” are blinking and those queues also have tickets in them. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] Opening closed tickets
by Lee A. Connell 09 Feb '06

09 Feb '06

Where do you compose an answer on a ticket? I went and searched for the ticket by customer id. I opened the ticket and I don't see where I can do this? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Getchell, Adam Sent: Wednesday, February 08, 2006 3:20 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Opening closed tickets > Where is "re-open"? I have searched and found the closed > ticket. The state says closed, how do I state it as open? Yes, I did not find this explicitly either. However, if you Compose an answer to the customer (e.g., we're reopening the ticket) you can specify the next state of the ticket to be open. Hope that helps! > Lee Connell > Network Engineer *************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * acgetchell(a)ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu _______________________________________________ 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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greetings and first question
by Christian Rice 08 Feb '06

08 Feb '06

Hello. My organization is evaluating otrs 2.0.4 for our IT department, among other things. We've got things working pretty well, but there seems to be a problem where line breaks are being dropped in replies, so the case notes become quite difficult to follow. For example, what started out as /etc/passwd ends up being: Dear Christian Rice, Thank you for your request. Christian Rice <xian(a)tippett.com> wrote: >> OTRS System wrote:> > >A new ticket has been created so we may track your request.> >You wrote:> > > > >> >>testing 3> >> > >>> >> >> >> >If you have additional information to supply, simply reply to this email.> >> >> >> > > >> [12:17:55pm]gangsta:/usr/people/xian/ 1> cat /etc/passwd> root:x:0:0:Gangsta Super-User:/root:/bin/bash> bin:x:1:1:bin:/bin:/sbin/nologin> daemon:x:2:2:daemon:/sbin:/sbin/nologin> adm:x:3:4:adm:/var/adm:/sbin/nologin> lp:x:4:7:lp:/var/spool/lpd:/sbin/nologin> sync:x:5:0:sync:/sbin:/bin/sync> shutdown:x:6:0:shutdown:/sbin:/sbin/shutdown> halt:x:7:0:halt:/sbin:/sbin/halt> mail:x:8:12:mail:/var/spool/mail:/sbin/nologin> #mail:x:8:12:mail:/var/spool/mail:/bin/tcsh> news:x:9:13:news:/etc/news:> uucp:x:10:14:uucp:/var/spool/uucp:/sbin/nologin> operator:x:11:0:operator:/root:/sbin/nologin> games:x:12:100:games:/usr/games:/sbin/nologin> gopher:x:13:30:gopher:/var/gopher:/sbin/nologin> ftp:x:14:50:FTP User:/var/ftp:/sbin/nologin> nobody:x:99:99:Nobody:/:/sbin/nologin> rpm:x:37:37::/var/lib/rpm:/bin/bash> vcsa:x:69:69:virtual console memory owner:/dev:/sbin/nologin> nscd:x:28:28:NSCD Daemon:/:/sbin/nologin> sshd:x:74:74:Privilege-separated SSH:/var/empty/sshd:/sbin/nologin> rpc:x:32:32:Portmapper RPC user:/:/sbin/nologin> rpcuser:x:29:29:RPC Service User:/var/lib/nfs:/sbin/nologin> nfsnobody:x:65534:65534:Anonymous NFS User:/var/lib/nfs:/sbin/nologin> mailnull:x:47:47::/var/spool/mqueue:/sbin/nologin> smmsp:x:51:51::/var/spool/mqueue:/sbin/nologin> pcap:x:77:77::/var/arpwatch:/sbin/nologin> apache:x:48:48:Apache:/var/www:/sbin/nologin> squid:x:23:23::/var/spool/squid:/sbin/nologin> xfs:x:43:43:X Font Server:/etc/X11/fs:/sbin/nologin> named:x:25:25:Named:/var/named:/sbin/nologin> ntp:x:38:38::/etc/ntp:/sbin/nologin> gdm:x:42:42::/var/gdm:/sbin/nologin> desktop:x:80:80:desktop:/var/lib/menu/kde:/sbin/nologin> mailman:x:9998:301:MailMan Mailing List:/usr/local/mailman:/bin/tcsh> ntop:x:100:11:ntop server user:/usr/share/ntop:/bin/false> canna:x:39:39:Canna Service User:/var/lib/canna:/sbin/nologin> wnn:x:49:49:Wnn System Account:/home/wnn:/sbin/nologin> [12:17:58pm]gangsta:/usr/people/xian/ 2>> > > > this looks kinda hard to digest... Your Ticket-Team - Admin OTRS Anyone have ideas?

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