March 2006 - otrs - OTRS mailing lists

RE: [otrs] Having a problem, please help...
by Matthew David Evens 21 Mar '06

21 Mar '06

Hello, I just ran checkModules and it gave this output: # ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok # I'm using Fedora 4. Thank you for any help. -David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, March 21, 2006 1:56 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Having a problem, please help... Matthew David Evens wrote: > My name is David Evens and I wanted to use the ticketing program. > > It seemed to install fine; However, after I tried to close a > ticket, I get the following error: > > > > No SASL mechanism found > > at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 > > > > Is there anything I am missing that would cause this error? Well, there might be. Did you run /opt/otrs/bin/otrs.checkModules? I don't know what OS you're running, but I have the perl-Authen-SASL package installed. Seems like you're missing something like that. Nils. _______________________________________________ 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/

2 1

Ticket Escalation Configuration Issue
by sudhanshu chopra 21 Mar '06

21 Mar '06

Hi All, Hello brother out ther. Can anybody help me in configuring Ticket Escalation???? How to configure Generic agent?? I have gone through the documentation present in otrs.org. but it didn't helped me. So help me????? Regards Sudhanshu Chopra On Tue, 21 Mar 2006 otrs-request(a)otrs.org wrote : >Send otrs mailing list submissions to > otrs(a)otrs.org > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs >or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > >You can reach the person managing the list at > otrs-owner(a)otrs.org > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of otrs digest..." > > >Today's Topics: > > 1. Re: error while first login in log.pm (Mike Lykov) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Tue, 21 Mar 2006 14:15:21 +0400 > From: Mike Lykov <combr(a)samtelecom.ru> >Subject: Re: [otrs] error while first login in log.pm >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Message-ID: <200603211415.21645.combr(a)samtelecom.ru> >Content-Type: text/plain; charset="utf-8" > >Ð ÑÐ¾Ð¾Ð±ÑÐµÐ½Ð¸Ð¸ Ð¾Ñ ÐÑÐ¾ÑÐ½Ð¸Ðº 21 ÐÐ°ÑÑ 2006 13:00 Mike Lykov Ð½Ð°Ð¿Ð¸ÑÐ°Ð»(a): > > Hi all. > > > > I'm setup OTRS installation as described in INSTALL file. > >analogical thread > >http://lists.otrs.org/pipermail/otrs/2003-August/002488.html > >same problem, other version, other time > >more cases : >http://lists.otrs.org/pipermail/otrs/2003-July/002128.html > >problems with IPC/SHM are repeating .. maybe any FAQ exists ? > >-- >Mike Lykov >ISP Samtelecom, Administrator > >------------------------------ > >_______________________________________________ >otrs mailing list >otrs(a)otrs.org >http://lists.otrs.org/cgi-bin/listinfo/otrs > > >End of otrs Digest, Vol 32, Issue 44 >************************************

1 0

Problem with OTRS
by Art Powell 21 Mar '06

21 Mar '06

I have a job in the queue that has no information on it but this: Software error: Got no ArticleID! at /opt/otrs//Kernel/Output/HTML/ArticleCheckPGP.pm line 32. For help, please send mail to the webmaster ( support(a)diamonditservices.com <mailto:support@diamonditservices.com> ), giving this error message and the time and date of the error. The problem is that I cant get past it in the queue. For now I have been using the search tool to look at the tickets. When I do the search the ticket shows up, but there is no link to it whatsoever. Does anyone have any ideas how I can move it from the queue (or just delete it)? I am pretty sure I know how it happened (ran out of disk space). I dont know OTRS that well, but if anyone helps me solve this, I would be willing to swap some tech hours (Linux, Windows, Networking, ect.). Thanks! Art Powell Diamond IT Services 1-512-517-6472 art(a)diamonditservices.com For support email support(a)diamonditservices.com

1 0

error while first login in log.pm
by Mike Lykov 21 Mar '06

21 Mar '06

Hi all. I'm setup OTRS installation as described in INSTALL file. apache, mysql, perl modules are OK. web installer are OK. (log = syslog) visiting page http://myhost/otrs/index.pl are OK (i see login form) I enter root@localhost / root and get following error Software error: Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 153. I try to change log = File in config.pm $Self->{'LogModule'} = 'Kernel::System::Log::File'; and get same error. line 153 and around looks like sub Log { ..... my $String = $Self->GetLog(); 153 shmwrite($Self->{Key}, $Data.$String, 0, $Self->{IPCSize}) || die $!; what are missing in my installation ? -- Mike Lykov ISP Samtelecom, Administrator

1 2

Create a ticket by Fowarding an email
by Ralph Mason 21 Mar '06

21 Mar '06

Hi, We have recently set up otrs and would like to be able to forward an incoming email to create a ticked for the original sender of the email. Example, customer sends an email to 'Jim' - Jim decides that this is a support request and forward the email to a given address. OTRS sees that the email is forwarded from an internal address and creates the ticket as if customer 1 had sent the email directly to the support address. Is there any way to set up this functionality? Thanks Ralph

3 2

Having a problem, please help...
by Matthew David Evens 21 Mar '06

21 Mar '06

To whom it may concern: My name is David Evens and I wanted to use the ticketing program. It seemed to install fine; However, after I tried to close a ticket, I get the following error: No SASL mechanism found at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 Is there anything I am missing that would cause this error? Thank you for any help on this issue. -David

2 1

Reports / Look of OTRS
by Admin 20 Mar '06

20 Mar '06

I have recently finished inbstalling OTRS and I am curious about a couple items, it is on a Linux system and I am wondering how I print reports of any kind (is there a built in function or ??) and is there a guide on how to customize the look of OTRS backgroud graphics/logos etc. Thank you -Dave-

1 0

LDAP Question
by Dan OConnor 20 Mar '06

20 Mar '06

I am trying to setup an LDAP connect, but I just can't seem to get it to connect, if someone could take a look at my config and let me know what I am missing, that would be great... # 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'} = '192.168.1.23'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=GW Export,DC=corp,DC=stamant,DC=mb,DC=ca'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,OU=GW Export,DC=corp,DC=stamant,DC=mb,DC=ca'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '********'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) # $Self->{'AuthModule::LDAP::Params'} = { # port => 389, # timeout => 120, # async => 0, # version => 3, # }; #==========================================================# # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP St.Amant', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '192.168.1.23', # ldap base dn BaseDN => 'OU=GW Export,DC=corp,DC=stamant,DC=mb,DC=ca', # 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,OU=GW Export,DC=corp,DC=stamant,DC=mb,DC=ca', UserPw => '********', # 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 => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 2000, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Dan O'Connor CNA Network Support Technician St. Amant Ph: (204) 256-4301 ext. 2321 Fax: (204) 254-3768 Email: doconnor(a)stamant.mb.ca ******* INTERNET E-MAIL CONFIDENTIALITY DISCLAIMER ******** This email and/or any documents in this transmission is intended for the address(es) only and may contain legally privileged or confidential information. Any unauthorized use, disclosure, distribution, copying or dissemination is strictly prohibited. If you receive this transmission in error, please notify the sender immediately and return the original. St. Amant does not accept liability for any errors, omissions, corruption or virus in the contents of this message or any attachments that arise as a result of e-mail transmission. Ce courriel et tout document dans cette transmission est destiné à la personne ou aux personnes à qui il est adressé. Il peut contenir des informations privilégier ou confidentielles. Toute utilisation, divulgation, distribution, copie, ou diffusion non autorisée est strictement défendue. Si vous n'êtes pas le destinataire de ce message, veuillez en informer l'expéditeur immédiatement et lui remettre l'original. St. Amant ne prend aucune responsabilité d'erreurs, omissions, corruptions ou virus compris dans le contenu de se message ou de n'importe quels attachements qui en est le résultat d'une transmission de courrier électronique.

2 1

AW: [otrs] Mailer Search
by shawn.beasley＠dlh.de 20 Mar '06

20 Mar '06

That was a super tip, thanks. Did you see my question about working hours increments? Do you have an Idea how to decrease the increments from 1 hour to 15 minutes? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Volker.Lipper(a)de.mecglobal.com Gesendet: Montag, 20. März 2006 14:46 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Mailer Search how do you search where? have you tried this: The Mail Archive (http://www.mail-archive.com/) # announce list # dev list # i18n list # users list # german users list [...] http://www.mail-archive.com/announce%40otrs.org/ http://www.mail-archive.com/dev%40otrs.org/ http://www.mail-archive.com/i18n%40otrs.org/ http://www.mail-archive.com/otrs%40otrs.org/ http://www.mail-archive.com/otrs-de%40otrs.org/ Li otrs-bounces(a)otrs.org schrieb am 20.03.2006 14:24:11: > Hello @ all, > > is there a faster way to search the mail archives then opening each link? > > Vielen Dank, > > Shawn Beasley > Support - IT > LPID LPI000077664 > VERIFICATION NUMBER 3vk4xshbx6 > > [Bild entfernt] > > Tel. +49 6543 983 113 > _______________________________________________ > 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/

1 0

Mailer Search
by shawn.beasley＠dlh.de 20 Mar '06

20 Mar '06

Hello @ all, is there a faster way to search the mail archives then opening each link? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

2 1