November 2007 - otrs - OTRS mailing lists

Cannot get mail or access internet, but intranet ok
by Christian Petrou 26 Nov '07

26 Nov '07

I have had zero issues with OTRS for about 4 months, and a few days ago I stated to have this problem. I went digging through the error logs and can only find that the server cannot access my email server. Tried changing the IP of the server, reinstalling the NIC, checked the firewall setting and no success. What I use Open SUSE 10.2 and OTRS 2.2.2 I am able to access the index page without any problems http://localhost/otrs/index.pl and also from any client that is in the same subnet 111.22.3.xxx. However, I cannot access the internet or ping any other server or device outside of the 111.22.3.xxx pool. This causes me to have problems in getting my emails delivered to the OTRS Server, as well as issues in creating tickets. Example of a phone ticket error : (DNS problem: Send error: Network is unreachable)! This is the indication that my DNS is not working correctly, however I cannot seem to find the issue to fix it. Any ideas?? Christian

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Cannot get mail or access internet, but intranet ok
by Christian Petrou 26 Nov '07

26 Nov '07

I have had zero issues with OTRS for about 4 months, and a few days ago I stated to have this problem. I went digging through the error logs and can only find that the server cannot access my email server. Tried changing the IP of the server, reinstalling the NIC, checked the firewall setting and no success. What I use Open SUSE 10.2 and OTRS 2.2.2 I am able to access the index page without any problems http://localhost/otrs/index.pl and also from any client that is in the same subnet 111.22.3.xxx. However, I cannot access the internet or ping any other server or device outside of the 111.22.3.xxx pool. This causes me to have problems in getting my emails delivered to the OTRS Server, as well as issues in creating tickets. Example of a phone ticket error : (DNS problem: Send error: Network is unreachable)! This is the indication that my DNS is not working correctly, however I cannot seem to find the issue to fix it. Any ideas?? Christian

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Re: [otrs] Time-Accountig
by Torsten Thau 26 Nov '07

26 Nov '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, > Yes i’m searching too a document about it. ...AFAIK there's no written documentation about it (yet). But it's an idea for further development or another chapter in the yet unwritten OTRS-user documentation. Do you have any specific questions regarding time accounting? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHSuEsvXo8m5PgoXQRAhVoAJ4lC3BX0USkuxjtO/eqeNALJI2hOACeLiuD 7Fg07Q/2WBDYsITTHM7T4JI= =uYqc -----END PGP SIGNATURE-----

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Time-Accountig
by Agim Cami 26 Nov '07

26 Nov '07

Hello, I have seen today that the Time accounting module is available for installation. Is any written document what are the features and how to use it? Thanks -- Agim Cami

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Own ticket not showing up
by Sören Malchow 26 Nov '07

26 Nov '07

Dear all, we just upgraded from 2.0.5 to 2.2.4, -> install 2.2.4 -> dump database from old 2.0.5 -> run sql upgrade scripts -> migrate settings from old to new otrs The users are authenticated against an Acitve Directory. After the upgrade all tickets in the frontend are missing, meaning no user can see his/her own tickets anymore. In the backend everything is fine, and we can see all tickets, Any ideas ? Regards Soeren

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Please help!
by Евгений Гейнак 24 Nov '07

24 Nov '07

We use database external backend (Customers Billing). Charset is windows-1251 (Russian). But OTRS interface use UTF-8. Need recode function or how do that? In documentation I read when use LDAP we can recode charset on fly! How do that when use mysql databse! Thank's Evgeniy Gejnak, RombNet ISP, Kirovograd, Ukraine.

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Restoring from a backup
by Manoj Patwardhan 23 Nov '07

23 Nov '07

I am using the restore.pl script to restore from a backup. However, the restore.pl file fails saying it needs a file called RELEASE to be present. I was under the impression that the RELEASE file would also have been backed up when the application folder was backed up and that it would be restored when the application folder is restored. Seems like a deadlock. Am I doing something wrong? Regardless, I am finding OTRS to be a extremely useful tool. Thanks, Manoj

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RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
by Andy Lubel 23 Nov '07

23 Nov '07

its really easy.. the only pre-requisite is that you have LDAP set up. good thing is there is plenty of LDAP daemons to choose from, but openLDAP is the most widely used afaik: http://www.openldap.org/jldap/overview.html then I google "openldap address book". http://www.onlamp.com/pub/a/onlamp/2003/03/27/ldap_ab.html then I configure my new LDAP for customers: http://doc.otrs.org/2.2/en/html/x1572.html#customer-backend-ldap since you spoke of "address book" as if the customers wouldnt be logging in, at least you would be able to map the customer request to the entry in customer ldap because its matched on company name or email address. i hope that gets you started. im not quite sure about the FAQ portion (i dont dabble in that much), maybe someone else with a similar need will chime in? -Andy ________________________________ From: otrs-bounces(a)otrs.org on behalf of Julien CHAMPSEIX Sent: Fri 11/23/2007 4:28 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Please can i have some help about it. I would test this address book. Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : mercredi 21 novembre 2007 12:37 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Andy, How can I to set up it because in doc I didn't see this point about it. Best regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : lundi 19 novembre 2007 17:43 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) What it's possible to create an Address book manually into OTRS without LDAP ? 2) My aim is to link an ticket to an OTRS FAQ as soon as it created and I woulkd known if it's possible to do it by Postmaster filter. Or what it's possible to X-OTRS-FAQ in Postmaster Filter in order to link directly an ticket. Regards, Julian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Andy Lubel Envoyé : lundi 19 novembre 2007 15:37 À : User questions and discussions about OTRS.org Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket 1) Create an LDAP db with your "contacts", why wouldn't that work? 2) Huh? -Andy Lubel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Julien CHAMPSEIX Sent: Sunday, November 18, 2007 2:24 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Any body have any idea about my request ? Kinds Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : vendredi 16 novembre 2007 10:49 À : otrs(a)otrs.org Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Importance : Haute Hello Everybody, I have 2 request for the OTRS community : 1) I would know how it's possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

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New OTRS database on existing server
by Cham Bain Smith 23 Nov '07

23 Nov '07

HI, This is my 1st post to this list, and you'll have to bear with me as I'm not a Linux person at all. Strictly windows I'm afraid. Anyway this is my setup OTRS: 2.0.3 OS: CentOS Release 4.3 Final 2.6.9-34.ELsmp MYSQL: MySQL version 4.1.12 4 working OTRS databases running and am trying to set up a 5th I have copied one of the working databases and set up all the tables copied the file structure and amended all the config files so all the paths / authentications are correct amended the httpd.conf file to include the new otrs database amended config.pm so it has a new id number for tickets included a DNS entry for the virtual host mapping 10.0.1.75 to projectsit created a virtualhost entry for 10.0.1.75 that exactly (except for the IP) matches the other virtual host entries for the 4 working databases chmod all directories and files in the new structure to 777 to ensure there are no permission restrictions (in an effort to get it working) added the relevant mysql user to be able to do everything in MYSQL on the relevant database on username@% and username@localhost stopped and restarted mysql and httpd (many times - after making each change) commented out the .htaccess stuff in httpd.conf, then put it back in created an .htaccess file under /opt/projectsit then removed it again Researched .htaccess errors and (13)Permission denied errors in multiple places and tried a variety of things suggested And am now at a loss - Any help anyone can give would be appreciated, as I need to set up 2 more databases after these ones on this server. The error I am getting in the apache errror file is [Thu Nov 22 17:02:47 2007] [crit] [client 10.0.100.1] (13)Permission denied: /opt/projectsit/.htaccess pcfg_openfile: unable to check htaccess file, ensure it is readable The error in IE or Mozilla is Forbidden (403) You don't have permission to access / on this server. (MY COMMENTS or /projectsit or /projectsit/index.pl or any combination with the IP address that resolves to projectsit MY COMMENTS END) ________________________________ Apache/2.0.52 (CentOS) Server at projectsit Port 80 The Eden Brown Referral Scheme Eden Brown's success is built upon having the best job seekers, as well as the best jobs. We receive more high quality job seekers by referral than by any other method. Are you a registered Eden Brown candidate and know someone who would be interested in one of our many job opportunities? If you do, refer them to us! If they take up one of our permanent placements, you'll get �500* and if they take on a contract booking, you'll receive �200*. Please contact one of our consultants or check www.edenbrown.com/referrals for more information. The Eden Brown Tree Policy: Eden Brown feels strongly about reducing paper usage in order to help the environment so please only print this email if necessary and recycle where you can! Legal Information If this email isn't addressed to you, please don't read, use, forward, copy, print or disseminate it. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com Eden Brown Ltd - Reg No. 3643845 - Registered in England and Wales ****************************************************************** This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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Charset decode
by Евгений Гейнак 23 Nov '07

23 Nov '07

We have that future in LDAP customer external backend. But very need when use DB external backend for customers. # SourceCharset => 'utf-8' # DestCharset => 'iso-8859-1' For example main OTRS interface use UTF-8 and database backend use Windows-1251 charset. We need to decode charset on fly! Thank's Russian users, RombNet ISP, Evgeniy Gejnak.

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