March 2007 - otrs - OTRS mailing lists

RE: RE: [otrs] Truncated upload
by Andy Lubel 05 Mar '07

05 Mar '07

So you have the 'max_allowed_packet' set to 16mb in the [mysqld] section of my.cnf. The next place I would look would be apache. Can you find and maybe paste interesting looking logs? Have you made any changes in 'sysconfig' area yet? -Andy -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Martella Sent: Monday, March 05, 2007 10:32 AM To: User questions and discussions a Subject: 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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Re: RE: [otrs] Truncated upload
by Luca Martella 05 Mar '07

05 Mar '07

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/

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RE: [otrs] Truncated upload
by Andy Lubel 05 Mar '07

05 Mar '07

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/

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Hi People
by Arnold, Andrew 05 Mar '07

05 Mar '07

I am trying to find out where I can report on info stored in OTRS. I have found the subject heading of a ticket in the MySql DB. (this is in the `title` field in the `ticket` table.) Where can i find the actual e-mail text - the body of the e-mail pls. I have looked at a few ways of getting this info out but cannot find a suitable way of doing it. Anyone please help as I need to have the reporting sorted ASAP. Tks Andrew Arnold IT Support Analyst <mailto:andrew.arnold@hammondsdirect.com> This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

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Problem restoring on Ubunto 6.06 LTS
by Dirk Cleenwerck 05 Mar '07

05 Mar '07

I seem to be unable to restore a backup to a testserver. I made my backup on our main server using backup.pl, and that seemed to work fine. I then started up a vmware session with an earlier backup of the project and tried to restore the current backup on this vmware session. I am using Ubuntu 6.06 LTS and OTRS 2.1.1. On the vmware session I can access the old OTRS system (same version 2.1.1, just without my personalisation and without all user configurations) without any problems. When I try to restore I use this instruction : ./restore.pl -b /home/dirk/backup/2007-02-23_11-03 -d /usr/share/otrs/ the backup folder is named 2007-02-23_11-03 OTRS on Ubuntu is installed in /usr/share/otrs When I hit "enter", I get the following on screen. Restore /home/dirk/backup/2007-02-23_11-03/Config.tar.gz ... Got no LogObject! at /usr/share/otrs/Kernel/System/Time.pm line 70, <PRODUCT> line 4. That's where it stops I've tried the docs and google, but no luck at finding what could be causing this. Any ideas ? Thanks in advance. Dirk Cleenwerck Chief programmmer Useitgroup NV

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Truncated upload
by Luca Martella 05 Mar '07

05 Mar '07

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

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RE: [otrs] OTRS 2.1.5 and LDAP
by Sune T. Tougaard 05 Mar '07

05 Mar '07

Hi Bjørn, Isn't there anything else in the log that might indicate what goes wrong? Ideas (even though i'm no expert in this area): Make sure that your AD users have populated the fields you're trying to use (sync). As i have understood the process, any fields (firstname, lastname and so on) configured in OTRS as required, must be mapped to an AD/LDAP property, and this property must be populated in AD/LDAP. Otherwise the "Panic" might show up. I'm using (for agent auth): $Self->{UserSyncLDAPMap} = [ Firstname => 'givenName', Lastname => 'sn', Email => 'mail', ]; That means that i must make sure that the "givenName", "sn" and "mail" fields are populated in AD before it will work. Let me know if you'd like an example config. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bjørn Ingmar Berg Sent: Monday, March 05, 2007 10:28 AM To: otrs(a)otrs.org Subject: [otrs] OTRS 2.1.5 and LDAP Hello I am very new to OTRS and have ran into a problem I'm unable to figure out as yet. I am trying to set up a helpdesk system for a small "kommune" in Norway, and I'd like both agent and user authentication to be done against the AD server via LDAP. Right now agents can log in and get authenticated by the Radius server, but this demands that their personal information is already entered in OTRS. Normal users get authenticated via LDAP but unless they too are already registered they get the error message "Panic! No UserData!!!". In the system log these attempts show up as notice OTRS-CGI-10 CustomerUser: pers authentification ok (REMOTE_ADDR: 192.168.105.107). (pers is the ID of the testuser.) The plan is that as soon as authentication against LDAP works well I'll stop using Radius. I guess that my problem is connected to mapping from LDAP to OTRS and problems with copying the content of the fields from one to the other. After a little googling I found that this has been discussed before. I edited the file shown at http://www.mail-archive.com/otrs@otrs.org/msg16539.html <http://www.mail-archive.com/otrs@otrs.org/msg16539.html> and tried using that, but alas it didn't work out. I feel at a dead end right now, and would really appreciate som input on where I went wrong and what I need to do. ( And an extra query: It seems some examples off the net have [ and ] whereas others have { and }. Does it matter which one I use? ) My feebly modified Config.pm looks like this: ******************** Paste begin **************************************** # -- # 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!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # This is example configuration to auth. agents against a radius server $Self->{'AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'AuthModule::Radius::Host'} = '192.168.105.3'; $Self->{'AuthModule::Radius::Password'} = 'PASSWORD'; # 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'} = '192.168.105.3'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=grueopen,dc=lokal'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # 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->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # 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'} = 'cn=otrs otrs,cn=users,dc=grueopen,dc=lokal'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ' PASSWORD '; # 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'; $Self->{UserSyncLDAPMap} = [ Username => 'sAMAccountName', Firstname => 'givenName', Lastname => 'sn', Email => 'mail', CustomerID => 'mail', ]; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify inital # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # 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, }; # ---------------------------------------------------- # # 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'} = 'tuib75'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; ( Rest of file skipped) ******************** Paste end **************************************** Kind regards, Bjørn Ingmar Berg

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OTRS 2.1.5 and LDAP
by Bjørn Ingmar Berg 05 Mar '07

05 Mar '07

Hello I am very new to OTRS and have ran into a problem I'm unable to figure out as yet. I am trying to set up a helpdesk system for a small "kommune" in Norway, and I'd like both agent and user authentication to be done against the AD server via LDAP. Right now agents can log in and get authenticated by the Radius server, but this demands that their personal information is already entered in OTRS. Normal users get authenticated via LDAP but unless they too are already registered they get the error message "Panic! No UserData!!!". In the system log these attempts show up as notice OTRS-CGI-10 CustomerUser: pers authentification ok (REMOTE_ADDR: 192.168.105.107). (pers is the ID of the testuser.) The plan is that as soon as authentication against LDAP works well I'll stop using Radius. I guess that my problem is connected to mapping from LDAP to OTRS and problems with copying the content of the fields from one to the other. After a little googling I found that this has been discussed before. I edited the file shown at http://www.mail-archive.com/otrs@otrs.org/msg16539.html and tried using that, but alas it didn't work out. I feel at a dead end right now, and would really appreciate som input on where I went wrong and what I need to do. ( And an extra query: It seems some examples off the net have [ and ] whereas others have { and }. Does it matter which one I use? ) My feebly modified Config.pm looks like this: ******************** Paste begin **************************************** # -- # 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!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # This is example configuration to auth. agents against a radius server $Self->{'AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'AuthModule::Radius::Host'} = '192.168.105.3'; $Self->{'AuthModule::Radius::Password'} = 'PASSWORD'; # 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'} = '192.168.105.3'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=grueopen,dc=lokal'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # 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->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # 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'} = 'cn=otrs otrs,cn=users,dc=grueopen,dc=lokal'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ' PASSWORD '; # 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'; $Self->{UserSyncLDAPMap} = [ Username => 'sAMAccountName', Firstname => 'givenName', Lastname => 'sn', Email => 'mail', CustomerID => 'mail', ]; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify inital # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # 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, }; # ---------------------------------------------------- # # 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'} = 'tuib75'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; ( Rest of file skipped) ******************** Paste end **************************************** Kind regards, Bjørn Ingmar Berg

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Tilbakekall: OTRS 2.1.5 and LDAP
by Bjørn Ingmar Berg 05 Mar '07

05 Mar '07

Bjørn Ingmar Berg ønsker å kalle tilbake meldingen OTRS 2.1.5 and LDAP.

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ldap
by M.Couperus 05 Mar '07

05 Mar '07

Hello, I would like customers and agents to authenticate against a OpenLDAP v3 directory. After reading the documentation I´m not sure where in the Kernel/Config.pm to put the LDAP string. Should I delete the DB string? Should I just add it to the end of the Config file? Between the statements: `Put your own configuration statesments here`. Thanks in advance. Regards, Marco

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