May 2007 - otrs - OTRS mailing lists

Question OTRS Display
by sc2＠gmx.at 18 May '07

18 May '07

hello i attached a screen of my fresh otrs installation. what did i wrong? with the style "Simple" its ok but with "Standart" alle entrys are doubel. thx richard

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Password valitation fails !!!!
by Carlos G Oyarzabal 18 May '07

18 May '07

Hi List, I have OTRS 2.1.7 installed. The password just check only the 8 first chars. If a user with password is pw="thisismypass", the user can log in just typing "thisismy" and OTRS ignore "pass". Can it be fixed? Carlos México

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OTRS vulnerability.
by Mark D. Wallace 17 May '07

17 May '07

Hi All, This exploit is listed as affecting 2.0.4, and possibly others. Has anyone discovered if it affects 1.3.3? Description: ciri has reported some vulnerabilities in OTRS (Open Ticket Request System), which can be exploited by malicious people to conduct cross- site scripting and cross-site request forgery attacks. 1) Input passed to the "Subaction" parameter in index.pl is not properly sanitised before being returned to the user. This can be exploited to execute arbitrary HTML and script code in a user's browser session in context of an affected site. 2) The application allows users to perform certain actions via HTTP requests without performing any validity checks to verify the request. This can be exploited to perform actions with the privileges of a target user, who is tricked into visiting a malicious website. http://secunia.com/advisories/25205/ Thanks, Mark

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Panic! No UserData!!!
by Jackson Chan 17 May '07

17 May '07

Hello All, I am new to OTRS and trying to use my own customer table from another database. I have followed the doc and implemented 9.2 and 9.3. I have also changed some code in CustomerAuth/DB.pm under Sub Auth ( ) to use a different encryption alogorithm so that the user password hashed is the same as my another database. When I tried to login as customer. I can see the "authentification ok " message in the System Log in the Admin menu so auth seems to be OK. However, I got an error "Panic! No UserData!!!" and am now need some help on how to troubleshoot this.. Does anyone has any idea?? Appreciate much... Regards, Jackson ---------------------------------------------------------------------------------------------------------------------------------------------------------------- Below is what i added to Config.pm: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', DSN => 'DBI:mysql:database=my_ext_db;host=localhost', User => 'some_user', Password => 'some_password', Table => 'customers', }, # customer uniq id CustomerKey => 'customers_id', # customer # CustomerID => 'customers_id', #CustomerValid => 'valid_id', CustomerUserListFields => ['customers_firstname', 'customers_lastname', 'customers_email_address'], CustomerUserSearchFields => ['customers_email_address', 'customers_lastname', 'customers_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['customers_email_address'], # CustomerUserNameFields => ['salutation','customers_firstname','customers_lastname'], CustomerUserNameFields => ['customers_firstname','customers_lastname'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'customers_firstname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'customers_lastname', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'customers_email_address', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'customers_password', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'customers_email_address', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'customers_email_address', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"Art\ icleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customers_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customers_ids', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], # [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections # Selections => { # UserSalutation => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, # }, }; # This is the auth. module againt the otrs db $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'customers'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'customers_email_address'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'customers_password'; $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:mysql:database=my_ext_db;host=localhost"; $Self->{'Customer::AuthModule::DB::User'} = "some_user"; $Self->{'Customer::AuthModule::DB::Password'} = "some_password";

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LDAP and HTTPBasicAuth
by Greg Horne 17 May '07

17 May '07

I have been able to get authenication working with Active Directroy using LDAP for users with Windows and Linux. Next I would like to allow my users with a login to the domain to do a single sign on (SSO) using HTTPBasicAuth. My question is can I do a mixed login, where Windows users on the domain get SSO but my Linux users are prompted for their LDAP account info? If yes, does anyone have an example of what the Config.pm would look like for this? Thanks Greg Horne

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sendmail +PostMaster.pl
by sc2＠gmx.at 17 May '07

17 May '07

Dear Users as you can read in the postings before i did setup otrs first time , i still have 2 problems a.) mailed before with close ticket without body b.) (more important) its not possible to send mails via sendmail directly to tickets (without pop3) like in /etc/mail/aliases user: "|/opt/otrs/bin/PostMaster.pl -q queue" i try it with different permissions , after SetPermissions.sh i get from sendmail >r (/bin/sh) exited with EX_TEMPFAIL when i try to change users like root, otrs 755 etc i just get errors like -- 451 4.0.0 putbody: write error: Broken pipe sh: /opt/otrs/bin/PostMaster.pl: Permission denied 554 5.3.0 unknown mailer error 126 -- any ideas how i could make this possible over sendmail aliases? Webserver user: nobody, Permissions, set as the shell script: drwxrwxr-x 4 nobody nogroup 4096 May 16 22:45 bin -rwxrwxr-x 1 nobody nogroup 3952 Nov 2 2006 PostMaster.pl thank you for help.

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Problem
by Luca Martella 16 May '07

16 May '07

Hello all! Since a few time, our OTRS installation stopped to send notifications by email. But if i send an Administrative Notification, it send emails correctly! Do you have any suggestion? Thanks a lot in advance Luca Martella luca.martella(a)unilabsrl.it 2007-05-15

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Phone Ticket
by Urban Marklund 16 May '07

16 May '07

Hi I'm interested to make a simple report in OTRS 2.1.2, total number of new tickets per day for "Phone Ticket" which has been created during the last month. There's no problem to create that for each queue, but from a management view I need to know how many phone calls we have made a ticket out of and how many e-mail tickets. There is also another parameter to consider, those queue (five) that we have created handle total different types of issues. In the end the phone ticket will be transferred to each suitable so there are a multidimensional of measurement. Thx Urban

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[Fwd: RE: [otrs] OTRS Configuration]
by d.shri＠drushti.in 16 May '07

16 May '07

Any Response ??? Thanks, Shrinivas. ---------------------------- Original Message ---------------------------- Subject: RE: [otrs] OTRS Configuration From: d.shri(a)drushti.in Date: Mon, May 14, 2007 11:24 am To: "Maurice James Ny" <maurice.james(a)verizon.net> -------------------------------------------------------------------------- Hi, I have installed otrs-2.1.7.tar.gz.Since its a Source installation,There shuld not be any issue of OS Version.If it is then Please let me give the installation source/RPm for Redhat 9 only. Thanks, Shrinivas. > Did you download the correct distribution of OTRS. I remember that I > downloaded the version for Fedora 4,5, and 6 I was getting that error. > When > I downloaded the version for Fedora 1,2 and 3 it worked fine. > > -----Original Message----- > From: d.shri(a)drushti.in [mailto:d.shri@drushti.in] > Sent: Saturday, May 12, 2007 9:28 AM > To: maurice.james(a)verizon.net > Cc: 'User questions and discussions about OTRS.org' > Subject: RE: [otrs] OTRS Configuration > > Hi, > The details are as follows : > > OS : Redhat 9 > Apache : httpd 2.0.52 > mod_perl : 2.0.3 > otrs : 2.1.7 > > > Thanks, > Shrinivas. > > > > >> What operating system are you running? I ran into the same problem and I >> think I may have the solution >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> d.shri(a)drushti.in >> Sent: Wednesday, May 09, 2007 6:38 AM >> To: otrs(a)otrs.org >> Subject: [otrs] OTRS Configuration >> >> Hi, >> I have configured,installed OTRS on my machine.Now I have exim and >> fetchmail installed on my machine.How to integrate the Exim for >> outoging mail and Fetchmail for incoming mail/queue ? >> I have installed the "Apache2::Reload" perlmodule for apache2 but the >> "Package Manager" of Admin link is giving the error like : >> >> Error: Sorry, Apache::Reload or Apache2::Reload is needed as >> PerlModule >> and PerlInitHan[..] >> >> >> >> >> >> >> -- >> Shrinivas Devarkonda, >> Drushti NET, >> 3, Abhinav Apartments, >> 778, Congress House Road, >> Next to Congress Bhavan, Shivajinagar, >> Pune -05. >> Mobile : 91 - 9850270269 >> Email : d.shri(a)drushti.in. >> >> >> _______________________________________________ >> 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 or 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 or consulting for your OTRS system? >> => http://www.otrs.com/ >> > > >

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Problem restarting Apache2 [Can't load Perl module...]
by Raphael Kouhana 16 May '07

16 May '07

Hi guys! My Apache2 is unable to restart after installing OTRS. Here is the error : Stopping httpd: [ OK ] Starting httpd: [Tue May 15 10:17:51 2007] [error] Can't locate Apache2/Reload.p m in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/p erl5/5.8.0/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/sit e_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/v endor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) a t (eval 77) line 3.! [Tue May 15 10:17:51 2007] [error] Can't load Perl module Apache2::Reload for se rver localhost:80, exiting...! What can I do ? Thanks.

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