May 2007 - otrs - OTRS mailing lists

Ticket ACLs
by Maurice James Ny 05 May '07

05 May '07

Does anyone have any good ACL examples beside the ones on the otrs.org website? I wrote some of my own, but I would like to see what other people have in mind. I will post some of my own later.

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Error sending email.
by John Hagemann 03 May '07

03 May '07

Hello all, I am using OTRS Windows distribution 2.1.7. When responding to tickets I sometimes get this error; ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu May 3 09:49:32 2007 Message: Can't connect to ms1.pivot-point.com: Bad file descriptor! Traceback (2552): Module: Kernel::System::Email::SMTP::Send (v1.11) Line: 120 Module: Kernel::System::Email::Send (v1.20.2.1) Line: 475 Module: Kernel::System::Ticket::Article::ArticleSend (v1.128.2.4) Line: 1567 Module: Kernel::Modules::AgentTicketCompose::Run (v1.22.2.3) Line: 353 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 671 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 If I restart the services the error goes away. I am having to restart the services more often. My mail server is Exchange 2003. Thanks in advance. John Hagemann Network Systems Manager Pivot Point International

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Re: [otrs] Customer Password for LDAP Auth
by Yves_Menge＠swi.salvationarmy.org 03 May '07

03 May '07

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Customer Password for LDAP Auth
by Yves_Menge＠swi.salvationarmy.org 03 May '07

03 May '07

When i try to access the Customer Interface it tells me "Login failed! Your username or password was entered incorrectly." my config.pm section: # ---------------------------------------------------- # # CustomerLogin: Lotus Notes Backendintegration per LDAP auf SASWI1 # ---------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.90.1.72'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'OU=SWI,O=SArmy'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; What will the password be and how will the password bie checked? Mit freundlichen Grüssen Yves Menge -------------------------------------------------- The Salvation Army Switzerland IT-Team -------------------------------------------------- Yves Menge (EDV - Support) Hauptquartier der Heilsarmee Laupenstrasse 5, 3001 Bern Tel: 031/388'05'17 Mail: yves_menge(a)swi.salvationarmy.org Support (Mo-Fr 8:30-12h , 14-16h): HelpDesk-Hotline: 031/388'05'00 HelpDesk-Mail: helpdesk(a)swi.salvationarmy.org

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Radius authentication
by Sergio Serrano Gomez 02 May '07

02 May '07

Hi everybody! I'm using Radius athentication for customers and it works fine! But now, I want to use it with agents and get this error: Can't locate object method "new" via package "Kernel::Config" at C:/OTRS/otrs//Kernel/System/Web/InterfaceAgent.pm line 75. These are the parameters that I included in the Config.pm: $Self->{AuthModule} = Kernel::System::Auth::Radius; $Self->{AuthModule::Radius::Host} = my radius server ip address; $Self->{AuthModule::Radius::Password} = my pass; Any idea? Thanks in advance. __________________________________________________ Correo Yahoo! Espacio para todos tus mensajes, antivirus y antispam ¡gratis! Regístrate ya - http://correo.espanol.yahoo.com/

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mod_perl segfault
by Nick Goldwater 02 May '07

02 May '07

Hello everyone, Comments/Suggestions welcome. As some other people have reported, in my attempts to use mod_perl (apache2) with OTRS, an httpd segfault is occurring when I try to log in. I have not tried perl debugging as other posts seem to indicate that leads nowhere and OTRS works fine on this config w/o mod_perl. Here's my added http config: PerlRequire /var/www/otrs/scripts/apache2-perl-startup.pl ... with lines edited to reflect paths, and enabling MySQL and LDAP module preloads. (Behavior was same before I added any preloads.) ...and in the otrs cgi-bin Directory block: SetHandler perl-script PerlHandler ModPerl::Registry PerlOptions +ParseHeaders The system is CentOS 4.4 x86_64 on an Intel Pentium-D (dual core), package versions: httpd-2.0.52-28.ent.centos4 mod_perl-1.99_16-4.centos4 perl-5.8.5-36.RHEL4 Perl modules are for the most part from RPMforge - I don't think I downloaded anything direct from CPAN: perl-Filter-1.30-6 perl-Cyrus-2.2.12-3.RHEL4.1 perl-XML-NamespaceSupport-1.08-6 perl-HTML-Tagset-3.03-30 perl-XML-Dumper-0.71-2 perl-LockFile-Simple-0.2.5-1.2.el4.rf perl-Time-HiRes-1.55-3 perl-Class-Accessor-0.30-1.el4.rf perl-Date-Calc-5.3-9 perl-IO-Socket-SSL-1.01-1.el4.rf perl-Net-LDAP-0.3202-1.2.el4.rf perl-GD-Graph-1.43-0.2.el4.rf perl-Digest-SHA1-2.07-5 perl-Crypt-DES-2.05-3.2.el4.rf perl-DBD-MySQL-2.9004-3.1 perl-XML-SAX-Base-1.04-0.2.el4.rf perl-HTML-Parser-3.35-6 perl-XML-Encoding-1.01-26 perl-suidperl-5.8.5-36.RHEL4 perl-Net-SSLeay-1.25-3.2.el4.rf perl-Convert-ASN1-0.18-3 perl-GD-Graph-1.43-1.2.el4.rf perl-HTML-Template-2.8-1.2.el4.rf perl-JSON-1.07-1.el4.rf perl-Digest-HMAC-1.01-13 perl-Socket6-0.19-1.2.el4.rf perl-DBI-1.40-8 perl-XML-SAX-0.12-7 perl-libwww-perl-5.79-5 perl-XML-LibXML-1.58-1 perl-Authen-PAM-0.16-1.2.el4.rf perl-CGI-Ajax-0.697-1.el4.rf perl-rrdtool-1.2.18-1.el4.rf perl-Net-DNS-0.48-1 perl-Authen-SASL-2.10-1.el4.rf perl-GD-Text-Util-0.86-1.2.el4.rf perl-Compress-Zlib-1.42-1.el4.rf perl-URI-1.30-4 perl-Net-SNMP-5.2.0-1.2.el4.rf perl-XML-LibXML-Common-0.13-7 perl-XML-Parser-2.34-5 perl-Bit-Vector-6.3-3 perl-GSSAPI-0.23-1.el4.rf perl-GD-2.30-2.2.el4.rf perl-TimeDate-1.16-1.2.el4.rf Last, here's a backtrace of one of the httpd core files. It appears to have generated two on one attempt to log in, and the backtraces look identical from each: (gdb) bt #0 0x00002b7be50c14cb in malloc_consolidate () from /lib64/tls/libc.so.6 #1 0x00002b7be50c2537 in _int_malloc () from /lib64/tls/libc.so.6 #2 0x00002b7be50c4272 in malloc () from /lib64/tls/libc.so.6 #3 0x00002b7be8b7c5e4 in Perl_safesysmalloc () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #4 0x00002b7be8b7d44e in Perl_savepvn () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #5 0x00002b7be8b9b3e0 in Perl_sv_magicext () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #6 0x00002b7be8b9b79c in Perl_sv_magic () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #7 0x00002b7be8b38833 in Perl_Gv_AMupdate () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #8 0x00002b7be8b38908 in Perl_gv_handler () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #9 0x00002b7be8b99cd0 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #10 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #11 0x00002b7be8b99f8d in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #12 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #13 0x00002b7be8b8903c in Perl_hv_free_ent () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #14 0x00002b7be8b895f6 in Perl_newHV () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #15 0x00002b7be8b8b040 in Perl_hv_undef () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #16 0x00002b7be8b9a031 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #17 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #18 0x00002b7be8b99f8d in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #19 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #20 0x00002b7be8b8903c in Perl_hv_free_ent () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #21 0x00002b7be8b895f6 in Perl_newHV () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #22 0x00002b7be8b8b040 in Perl_hv_undef () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #23 0x00002b7be8b9a031 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #24 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #25 0x00002b7be8b99f8d in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #26 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #27 0x00002b7be8b8903c in Perl_hv_free_ent () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #28 0x00002b7be8b895f6 in Perl_newHV () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #29 0x00002b7be8b8b040 in Perl_hv_undef () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #30 0x00002b7be8b9a031 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #31 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #32 0x00002b7be8b99f8d in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #33 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #34 0x00002b7be8b8903c in Perl_hv_free_ent () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #35 0x00002b7be8b895f6 in Perl_newHV () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so ---Type <return> to continue, or q <return> to quit--- #36 0x00002b7be8b8b040 in Perl_hv_undef () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #37 0x00002b7be8b9a031 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #38 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #39 0x00002b7be8bc194d in Perl_leave_scope () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #40 0x00002b7be8b9560e in Perl_pp_leavesub () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #41 0x00002b7be8b7a86a in Perl_runops_debug () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #42 0x00002b7be8b32851 in Perl_call_sv () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #43 0x00002b7be89d855f in modperl_callback () from /etc/httpd/modules/mod_perl.so #44 0x00002b7be89d8ca9 in modperl_callback_run_handlers () from /etc/httpd/modules/mod_perl.so #45 0x00002b7be89d8eff in modperl_callback_per_dir () from /etc/httpd/modules/mod_perl.so #46 0x00002b7be89d42f0 in modperl_response_finish () from /etc/httpd/modules/mod_perl.so #47 0x00002b7be89d4566 in modperl_response_handler_cgi () from /etc/httpd/modules/mod_perl.so #48 0x00005555555719f3 in ap_run_handler () from /usr/sbin/httpd #49 0x0000555555571eb1 in ap_invoke_handler () from /usr/sbin/httpd #50 0x000055555556ecb8 in ap_process_request () from /usr/sbin/httpd #51 0x000055555556a089 in _start () from /usr/sbin/httpd #52 0x000055555557b693 in ap_run_process_connection () from /usr/sbin/httpd #53 0x000055555556fb20 in ap_graceful_stop_signalled () from /usr/sbin/httpd #54 0x000055555556fdfa in ap_graceful_stop_signalled () from /usr/sbin/httpd #55 0x000055555556fea4 in ap_graceful_stop_signalled () from /usr/sbin/httpd #56 0x00005555555705db in ap_mpm_run () from /usr/sbin/httpd #57 0x0000555555576cef in main () from /usr/sbin/httpd

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HTML Replys
by Will Sheldon 02 May '07

02 May '07

I asked this earlier, but i cant find a reply, or the message in the archives, so maybe it got lost in the ether... Has there been any progress with regard to viewing and sending HTML messages? Our customers frequently send us (embedded) screenshots, so a click to view for image attachments would be a suitable alternative to viewing the full html. Also it'd be nice to be able to append an html signature to messages, or insert a block of html to messages with some kind of markup tag. I'd be quite happy to try to code this functionality, but I haven't looked into how OTRS works yet, so any pointers would be hugely appreciated. W.

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How to add a "catalog class" in ITSM
by Paul Rhein 02 May '07

02 May '07

Hi all, I installed the ITSM 1.0.0 beta2 module just to play around and I have to say the OTRS team did it again....looks great thanks a lot. Small question here: When I try to add a catalog class (under admin area -> general catalog I would like to add something like "EPT::LineCard::Type" as a seperate catalog class) so I can use the values as drop down on the config items. I do not manage to create the class of thier own, I can only add an item on an exsiting catalog class, is this not forseen or do I miss out on something here ? TIA Paul Rhein

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Radius Problem
by Darren Williams 02 May '07

02 May '07

Hi all I have just installed otrs-2.1.7 and I am trying to configure radius customer authentication. I have added the following to my Config.pm file: $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'Customer::AuthModule::Radius::Host'} = '10.106.11.20'; $Self->{'Customer::AuthModule::Radius::Password'} = 'xxxxxxxx'; Is there anymore that I need to do? I now receive the following error when trying to access customer.pl Can't locate object method "new" via package "Kernel::System::Auth::Radius" at /opt/otrs//Kernel/System/CustomerAuth.pm line 81, <PRODUCT> line 20. TIA

2 1

"No permission" when accessing ticket
by Spencer Eccleston 02 May '07

02 May '07

Hi, We have recently installed OTRS v2.1.4 on a Solaris 10 x86 System and are expericencing a problem when attempting to access a new ticket throught the web interface. When an email is received by OTRS it successfully generates and sends the "new notification ticket" email to all agents but the ticket is not viewable via the web interface to either the agent or customer. If you select the link which is included within the new notification email then the web interface simply displays a "No Permission!" message. The ticket does not show up when you search for it either. This only happens for about 20% of the emails OTRS receives. Any suggestions or guidance on why this happens and how to solve it would be greatly appreciated. Thanks, Spencer. WorldHQ Limited.

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