March 2007 - otrs - OTRS mailing lists

Re: AW: RE: [otrs] Truncated upload
by Luca Martella 06 Mar '07

06 Mar '07

06-03-2007 Hello Thomas, yes i've checked it! The problem still remains even with files with simple names like "DSCN8786.zip"... To andy: > Yes, us american companies don't experience the joy of umalots so I wouldn't be much help there :) Lool we're a italian company with a lot of foreign customer from turkey, russia and even saudi arabia! At the moment I didn't gave to them the login to the OTRS! I hope it will work fine with their own languges... if not i will have to ask them to send files with only latin names... :) Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it ======= At 05-03-2007, 16.43.45 you wrote: ======= >Hello Luca, > >Have you checked the attachments in the file system under >/OTRS_HOME/var/article/<year>/<month>/<day>/<articlenumber> ? > >We have seen this some problems with strange names of the attachments, >like Ü > >Regards > >Thomas > > >-----Ursprüngliche Nachricht----- >Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von >Luca Martella >Gesendet: Montag, 5. März 2007 16:32 >An: User questions and discussions a >Betreff: Re: RE: [otrs] Truncated upload > > >05-03-2007 > >Thanks Andy for your answer! I've checked the config file and the >max_allowed_packet is set to 16Mbytes... Unfortunately we had this >problem even with attachments of 1 Mbyte :( > >Luca Martella > Unilab S.r.l. Development Team > luca.martella(a)unilabsrl.it > >======= At 05-03-2007, 15.30.37 you wrote: ======= > >>What is your max_allowed packet in your DB daemon? Even though you use >>the file system to store files, they still first go through the >>web_upload_cache table before placed on the local file system. >> >> >>If you are using MySQL its in the my.cnf file and a normal value is >>something between 8-16mb. >> >>HTH, >> >>Andy Lubel >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >>Luca Martella >>Sent: Monday, March 05, 2007 6:17 AM >>To: otrs >>Subject: [otrs] Truncated upload >> >>05-03-2007 >> >>Hello all! I'm Luca from Italy. We have OTRS correctly configured on a >>windows platform and we have a problem: all the files attached to a >>ticket are truncated! Sometimes it truncated only 16 bytes, other times >>even 20-30 kbytes. We use the file system to store the files. >> >>Does anyone have suggestions for this issue? >> >>Thanks in advance >> >>Luca Martella >> Unilab S.r.l. Development Team >> luca.martella(a)unilabsrl.it >> >> >> >>_______________________________________________ >>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/ >>_______________________________________________ >>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/ > > > >_______________________________________________ >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/ >_______________________________________________ >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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RE: [otrs] Customer Backend Problem
by David Sexton 06 Mar '07

06 Mar '07

Oops! It seems I didn't read the line that states "note: Login, Email and CustomerID needed!" After looking at it all day, I only notice it now after posting to the list.. *embarressed grin* Dave -----Original Message----- From: David Sexton Sent: 06 March 2007 14:44 To: otrs(a)otrs.org Subject: [otrs] (no subject) We have a separate 'external' customers database running on MSSQL via ODBC and have got a partially working backend configuration (below). Performing a customer search works partially. I can perform a search and get a list of customer details shown down the left hand side of the window. However, when I click on a customer, I am expecting the detail fields on the right hand side to be populated. This is not happening. Also, customer details are not shown on the ticket view. I have done a trace on the DBD calls, and can show that it is retrieving the expected values from the database. ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

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Error: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc[..]
by Andrew Bergman 06 Mar '07

06 Mar '07

Hi OTRS peoples, I am getting the following error from OTRS when I load it up in a browser: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Mon Mar 5 16:34:01 2007 Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. Traceback (14104): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 145 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 We have checked and the otrs user has all the necessary Oracle env settings ie ORACLE_HOME, ORACLE_BASE, LD_LIBRARY_PATH, however it doesn't seem to like something. Anyone able to assist? -- Andrew Bergman Systems Administrator Microlistics Pty Ltd Direct: +61 3 8329 2050 Mobile: +61 411 706 713 Fax: +61 3 9326 7588 e-mail: andrew.bergman(a)microlistics.com.au -------------------------------------- "It is the way of the world, Baldrick - the abused always kick downwards. I am annoyed, and so I kick the cat... the cat pounces on the mouse, and finally, the mouse bites you on the behind."

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(no subject)
by David Sexton 06 Mar '07

06 Mar '07

Hi, I am trying to put a POC OTRS system together here, and most things are going well. It is installed on the Windows platform. The following are working fine :- LDAP/Active Directory Agent Integration LDAP/Active Directory Customer Integration We have a separate 'external' customers database running on MSSQL via ODBC and have got a partially working backend configuration (below). Performing a customer search works partially. I can perform a search and get a list of customer details shown down the left hand side of the window. However, when I click on a customer, I am expecting the detail fields on the right hand side to be populated. This is not happening. Also, customer details are not shown on the ticket view. I have done a trace on the DBD calls, and can show that it is retrieving the expected values from the database. I have scoured google and trawled through the mailing lists, but cannot spot anything useful. Can anyone point me in the right direction please? TIA, Dave --------- $Self->{CustomerUser} = { Name => 'OSCAR Database', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:ODBC:OTRS', User => 'otrsuser', Password => 'xxxxxxxxxxxx', Table => 'otrs_customers', Type => 'mssql', }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'email', CustomerUserListFields => ['company_name', 'first_name', 'last_name', 'email'], CustomerUserSearchFields => ['first_name', 'last_name', 'email', 'company_name'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['first_name','last_name'], AdminSetPreferences => 0, # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 0, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 0, 'var', '', 0 ], # [ 'UserCustomerID', 'CustomerID', 'email', 0, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Company', 'company_name', 1, 0, 'var', '', 0 ], ], # default selections Selections => { UserSalutation => { 'Mr.' => 'Mr.', 'Mrs.' => 'Mrs.', }, }, }; ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

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OTRS variables
by Toby Beaumont 06 Mar '07

06 Mar '07

Hi The following variables: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/ are currently being converted as: http://yourhost.example.com/ I feel foolish having to ask, but where is it getting this from?? Thanks Toby

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Message: Need ArticleTypeID
by Vådahl Thomas 06 Mar '07

06 Mar '07

I have just upgraded my OTRS from version 2.0 to version 2.1. I have this installed on a Fedora system, so my installation was done with RPM upgrade. I had to done some things manually, like updating my Config.pm file and upgrading the database, but still I get some strange errors. When I try to create a notification, or if I just try to close a ticket, I get this error: ------------------------------------------------------------------------------- ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Tue Mar 6 07:19:38 2007 Message: Need ArticleTypeID! Traceback (20771): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.128.2.1) Line: 84 Module: Kernel::Modules::AgentTicketClose::Run (v1.19) Line: 367 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 671 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 ------------------------------------------------------------------------------- I can't seem to find out what's wrong with my installation. If any of you do, any help would be very appreciated as this system serves some 20 support users and thousands of end-users. Kind Regards Thomas Vådahl Broadband Engineer NTE Broadband

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RE: [otrs] Upgrading Win32 version?
by Sune T. Tougaard 06 Mar '07

06 Mar '07

Hi, Is this useful, perhaps? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=130> &ItemID=130 A bit version-specific maybe, but informative nevertheless. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Tuesday, March 06, 2007 12:07 AM To: User questions and discussions about OTRS.org Subject: [otrs] Upgrading Win32 version? A google search of the OTRS site against "Upgrade win32" and "upgrade windows" is coming up with nothing useful for me. Is there a guide to upgrading the OTRS installation when running on Windows? -- Salvador Manzo [ 620 W. 35th St * Los Angeles, CA 90089 e. manzo(a)usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 "The secret of happiness is freedom, and the secret of freedom is courage". Pericles' Funeral Oration (431 BC)

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Upgrading Win32 version?
by Salvador Manzo 05 Mar '07

05 Mar '07

A google search of the OTRS site against ³Upgrade win32² and ³upgrade windows² is coming up with nothing useful for me. Is there a guide to upgrading the OTRS installation when running on Windows? -- Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e. manzo(a)usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 "The secret of happiness is freedom, and the secret of freedom is courage". Pericles' Funeral Oration (431 BC)

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LDAP Panic no user data
by M.Couperus 05 Mar '07

05 Mar '07

Hello I configured a otrs 2.1.0.6 system with a OpenLDAP 2.3 customer backend. Nevertheless, I still am recieving a: " Panic No user data!!!! " error. My LDAP log audit reveals that the User is succesfully authenticated. Thanks in advance. Regards, Marco My Config.pm: 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'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # 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'} = 'o=myorganization,c=de'; $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 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 => 'ou=myorganization,c=de', # 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 => 'iso-8859-1', # 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} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # 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;

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AW: RE: [otrs] Truncated upload
by Kaiser Dr., Thomas (LfStaD) 05 Mar '07

05 Mar '07

Hello Luca, Have you checked the attachments in the file system under /OTRS_HOME/var/article/<year>/<month>/<day>/<articlenumber> ? We have seen this some problems with strange names of the attachments, like Ü Regards Thomas -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Luca Martella Gesendet: Montag, 5. März 2007 16:32 An: User questions and discussions a Betreff: Re: RE: [otrs] Truncated upload 05-03-2007 Thanks Andy for your answer! I've checked the config file and the max_allowed_packet is set to 16Mbytes... Unfortunately we had this problem even with attachments of 1 Mbyte :( Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it ======= At 05-03-2007, 15.30.37 you wrote: ======= >What is your max_allowed packet in your DB daemon? Even though you use >the file system to store files, they still first go through the >web_upload_cache table before placed on the local file system. > > >If you are using MySQL its in the my.cnf file and a normal value is >something between 8-16mb. > >HTH, > >Andy Lubel > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Luca Martella >Sent: Monday, March 05, 2007 6:17 AM >To: otrs >Subject: [otrs] Truncated upload > >05-03-2007 > >Hello all! I'm Luca from Italy. We have OTRS correctly configured on a >windows platform and we have a problem: all the files attached to a >ticket are truncated! Sometimes it truncated only 16 bytes, other times >even 20-30 kbytes. We use the file system to store the files. > >Does anyone have suggestions for this issue? > >Thanks in advance > >Luca Martella > Unilab S.r.l. Development Team > luca.martella(a)unilabsrl.it > > > >_______________________________________________ >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/ >_______________________________________________ >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/ _______________________________________________ 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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