March 2007 - otrs - OTRS mailing lists

Error: Module 'Kernel::Modules::' not found!
by M.Couperus 07 Mar '07

07 Mar '07

Hello, My setup: Fedora 6 otrs-2.1.5-1.fc6 openldap-servers-2.3.27-4 Mod perl:ldap installed I'm trying to setup a OTRS server. Users must authenticate against a openldap directory and the customerdata must be retrieved from the same LDAP directory. After setting evereything up I recieved the error: Error: Module 'Kernel::Modules::' not found! *Comment:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Mar 7 19:58:06 2007 Message: Module 'Kernel::Modules::' not found! Traceback (3203): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16.2.1) Line: 192 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 My config.pm # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'intentially removed!'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'intentially removed!'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'intentially removed!'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # 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'} = 'localhost'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'intentially removed!'; $Self->{'Customer::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) # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::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->{'Customer::AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'Customer::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->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer 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->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Datenquelle', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'localhost', # ldap base dn BaseDN => 'intentially removed!', # 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 => '', 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 => 250, 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 ], ], }; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/var/www/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'yourhost.example.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'admin(a)example.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; Thanks in advance! Regards, Marco

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How to re-open a closed ticket
by Bas Rijniersce 07 Mar '07

07 Mar '07

Hello, Must be something very, very simple.. But how do I re-open a closed ticket? Bas

4 6

Troubles posting emails as tickets (receiving mails)
by Tonatiuh Medina 07 Mar '07

07 Mar '07

Hi there, I'm succesfully using fetchmail to pass email from an IMAP account to the local "otrs" user account. However, the otrs application never picks up the mail from the local user account to the application. What do I need to look for? I'm guessing that otrs has a process running all the time (daemon?) that will check into the otrs local user account for email, is this right? If so, how can I make sure this process is running properly (restart it)? The only thing I needed to do, when working with the virtual environment, was to pass the email to the otrs user account, then the otrs application did the rest by posting them as new tickets. But in this production environment the last part is not working; even though the email gets to the otrs user, it never gets posted on the application. I'm doing maintenance to a production server running 1.3.2 (not allowed to upgrade), and I need to set up otrs' "receiving mail" capabilities. I was successful in doing so when I was working in a virtual machine with a brand new installation (1.3.2 also); however, I cannot get it to work in this production environment. Thanks a bunch in advance, Tona.

3 3

phone tickets
by Toby Beaumont 07 Mar '07

07 Mar '07

Hi When creating a "phone ticket" and assigning it to a certain queue, the notification of that ticket being created is not emailed to the users responsible for that queue, however it does show up in "My queue" when a user logs in. Is this by design? Thanks Toby

3 6

(no subject)
by Kovács Gábor 07 Mar '07

07 Mar '07

Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! ________________________________________________________ NÉZZ RÁ MEGÉRI! AKCIÓS ÁRAK! AEG-ELECTROLUX háztartási készülékek ORSZÁGOS HÁZHOZSZÁLLÍTÁSSAL! http://ad.adverticum.net/b/cl,1,6022,145872,213366/click.prm

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Update @INC in OTRS?
by Jeff Baughn 07 Mar '07

07 Mar '07

I have updated my Perl installation, but I can't seem to get OTRS to recognize this. I was having problems getting mail using the PostMaster.pl script, so I ran cat ../doc/test-email | ./PostMaster.pl and got the following: # cat ../doc/test-email-1.box | ./PostMaster.pl ERROR: OTRS-PM-01 Perl: 5.8.0 OS: linux Time: Tue Mar 6 17:19:13 2007 Message: install_driver(mysql) failed: Can't locate loadable object for module DBD::mysql in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at (eval 47) line 3 Compilation failed in require at (eval 47) line 3, <PRODUCT> line 4. Perhaps a module that DBD::mysql requires hasn't been fully installed at /opt/otrs/Kernel/System/DB.pm line 191 Traceback (20129): Module: ./PostMaster.pl (v1.19) Line: 131 The problem here is that when I run perl -V, my @INC shows up as: @INC: /usr/local/perl-5.8.7/lib/5.8.7/i686-linux /usr/local/perl-5.8.7/lib/5.8.7 /usr/local/perl-5.8.7/lib/site_perl/5.8.7/i686-linux /usr/local/perl-5.8.7/lib/site_perl/5.8.7 /usr/local/perl-5.8.7/lib/site_perl . How can I force OTRS to use the correct @INC variable? Thank you in advance.

3 4

Problems adding notes and reopening tickets
by "Josep M. Salom Redó" 07 Mar '07

07 Mar '07

Hi All, I've upgraded recently to OTRS version 2.1.4 from version 2.0.4, and today to 2.1.5, and since the first upgrade, I have two problems that I have'nt got before: 1) Altough one agent have rights to add a note in a queue with no 'rw' rights, he's not able to do that. The rights for this user are: 'move_into', 'note' and 'ro'. In the previous version was possible to do that, and in fact, this right is just for this, for adding notes. 2) Now is not possible to reopening a new ticket that has been closed. Before, I was able to reopen a closed ticket just adding a note and changing the new state of the ticket to 'open', but now, when you go to add a note in a closed ticket, you are not able to change the 'state' of the ticket. In general, you are not able to change the state of the ticket when you add a note, so neither is possible to 'eliminate' a ticket. This functionality was in the version 2.0.4. Please, I need some hekp on these issues. Thanks in advance, Josep

1 0

Incident closed when Forward from incident
by Bas Rijniersce 07 Mar '07

07 Mar '07

Hello, In some of my incidents there is no Email reply short cut showing on the right hand side. Phone call is there only. I have not figured out the logic, the customer has an email. I try to do it on an email from the customer. Etc etc The only solution I used up o now whas to use the forward link to sent my reply, but I just noticed that that closes my incident :( And since I don't know how to re-open an incident, I'm stuck :-) So really 2 questions: 1) Whu does the email link not always show up 2) Is there a way to re-open an incident Thank you for your time Bas

2 1

Bug or problem?
by Jeff Shepherd 06 Mar '07

06 Mar '07

We've been using OTRS for several months now, however, just recently (about two weeks ago) I started getting the following email on an intermittent basis. Is there a problem with OTRS or with my configuration? <SNIP> ERROR: OTRS-PM3-36 Perl: 5.8.5 OS: linux Time: Tue Mar 6 12:45:01 2007 Message: No TypeID for 1 found! Traceback (667): Module: Kernel::System::Ticket::PriorityLookup (v1.233) Line: 3571 Module: Kernel::System::Ticket::TicketCreate (v1.233) Line: 348 Module: Kernel::System::PostMaster::NewTicket::Run (v1.58) Line: 152 Module: Kernel::System::PostMaster::Run (v1.60) Line: 246 Module: main::FetchMail (v1.23) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.23) Line: 125 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket.pm line 379. DBD::mysql::db do failed: You have an error in your SQL syntax near ' 1, 0, 1173210301, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1 at /opt/otrs/Kernel/System/DB.pm line 372. ERROR: OTRS-PM3-36 Perl: 5.8.5 OS: linux Time: Tue Mar 6 12:45:01 2007 Message: You have an error in your SQL syntax near ' 1, 0, 1173210301, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1, SQL: 'INSERT INTO ticket (tn, title, create_time_unix, queue_id, ticket_lock_id, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_start_time, timeout, valid_id, create_time, create_by, change_time, change_by) VALUES ('3602451', 'demo questions', 1173210301, 10, 1, 1, 1, 1, , 1, 0, 1173210301, 0, 1, current_timestamp, 1, current_timestamp, 1)' Traceback (667): Module: Kernel::System::Ticket::TicketCreate (v1.233) Line: 387 Module: Kernel::System::PostMaster::NewTicket::Run (v1.58) Line: 152 Module: Kernel::System::PostMaster::Run (v1.60) Line: 246 Module: main::FetchMail (v1.23) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.23) Line: 125 ERROR: OTRS-PM3-36 Perl: 5.8.5 OS: linux Time: Tue Mar 6 12:45:01 2007 Message: create db record failed!!! Traceback (667): Module: Kernel::System::Ticket::TicketCreate (v1.233) Line: 428 Module: Kernel::System::PostMaster::NewTicket::Run (v1.58) Line: 152 Module: Kernel::System::PostMaster::Run (v1.60) Line: 246 Module: main::FetchMail (v1.23) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.23) Line: 125 <SNIP> Thanks fo r the help. -Jeff -- Jeff Shepherd Technical Specialist jeffs(a)tolisgroup.com <mailto:jeffs@tolisgroup.com> TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862)

1 0

(no subject)
by Kovács Gábor 06 Mar '07

06 Mar '07

Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! ______________________________________________________________ Könyvszerda az Egmont Kiadó könyveivel! 30% kedvezménnyel kínáljuk a kiadó összes kapható könyvét március 7-én! http://www.bookline.hu/control/news?newsid=397&affiliate=frekszkar3482

1 0