May 2007 - otrs - OTRS mailing lists

Another installation of OTRS in Windows
by Esteban Oleas 23 May '07

23 May '07

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Another installation of OTRS in Windows
by Esteban Oleas 23 May '07

23 May '07

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Another installation of OTRS in Windows
by Esteban Oleas 23 May '07

23 May '07

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Second DB for customers
by Steve Farmer 23 May '07

23 May '07

Hello I have installed and set up otrs using a MySql DB and it is all looking good so far. I have a customer database in Oracle. In order to query customers, is it a simple as creating a second "Customer user backend: DB" configuration with a different name? Or do I need to think about mapping field names etc ? Regards Steve -- ----------------------------------------- BookingCenter.com http://www.bookingcenter.com the Internet way to manage and sell your property's inventory. US Office (707) 874-3922 - tel (718) 228-5959 - fax United Kingdom Office Tel 020 8133 7393

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Can't access to the TimeAccounting package
by tarallo＠ort.edu.uy 23 May '07

23 May '07

Hi !!! I've installed OTRS 2.1.7 on SuSE 10.1, we've fallen in love with it inmediately. We're very impresed. Today we started installing aditional packages. We installed the Timetracking, but we don't find a menu option that lets us use it. Any help is appreciated -- A/P Andrés Tarallo

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AW: [otrs] Problems with LDAP Auth - Panic! No UserData for user
by Tobias Luetticke 23 May '07

23 May '07

Hi, >When I try to login the OTRS login page shows an error message - >Panic! No UserData!!! Looging to the logs I see that >the authentacion to LDAP works.... >From the logs: >tail /tmp/otrs.log That is due to the fact that you configured agent authentication mixed with customer synchronisation. > $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; > $Self->{'Customer::AuthModule::LDAP::Host'} = '10.2.0.107'; > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=HQ,dc=XX,dc=XX'; > $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; This is the agent authentication part. The config block starting with > $Self->{CustomerUser} = { > Module => 'Kernel::System::CustomerUser::LDAP', belongs to the customer LDAP area (as indicated by the keyword 'CustomerUser'). Try this instead: # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'uid', }; Add or customize the attributes so that they fit to your LDAP config. OTRS yields the 'Panic' message because it is looking in its local database table 'system_user' where it keeps user information as local cache. Upon the first login it copies data from your LDAP there. The log (but only the log) will contain the panic message then for a single time. Login should work, however. The Sync block listed above enables exactly this: It describes how the LDAP info has to be mapped into the database cache table. HTH Tobias

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Problems with LDAP Auth - Panic! No UserData for user
by Nedim Hadzimahmutovic 23 May '07

23 May '07

itsm(a)otrs.org When I try to login the OTRS login page shows an error message - Panic! No UserData!!! Looging to the logs I see that the authentacion to LDAP works.... >From the logs: tail /tmp/otrs.log [Wed May 23 12:23:36 2007][Notice][Kernel::System::Auth::LDAP::Auth] User: nedim.hadzimahmutovic (uid=nedim.hadzimahmutovic,ou=XX,ou=Users,ou=BA,ou=XX,ou=XX,dc=XX,dc=XX) authentication ok (REMOTE_ADDR: 10.2.0.120). [Wed May 23 12:23:36 2007][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'nedim.hadzimahmutovic'!!! tail /var/log/ldap.log tail /var/log/ldap.log May 23 18:20:31 localhost slapd[4566]: conn=303 fd=14 ACCEPT from IP=10.0.0.10:34198 (IP=0.0.0.0:389) May 23 18:20:31 localhost slapd[4566]: conn=303 op=0 BIND dn="" method=128 May 23 18:20:31 localhost slapd[4566]: conn=303 op=0 RESULT tag=97 err=0 text= May 23 18:20:31 localhost slapd[4566]: conn=304 fd=16 ACCEPT from IP=10.0.0.10:34199 (IP=0.0.0.0:389) May 23 18:20:31 localhost slapd[4566]: conn=304 op=0 BIND dn="" method=128 May 23 18:20:31 localhost slapd[4566]: conn=304 op=0 RESULT tag=97 err=0 text= May 23 18:20:31 localhost slapd[4566]: conn=304 op=1 SRCH base="ou=XX,dc=XX,dc=XX" scope=2 deref=2 filter="(uid=nedim.hadzimahmutovic)" May 23 18:20:31 localhost slapd[4566]: <= bdb_equality_candidates: (uid) index_param failed (18) May 23 18:20:31 localhost slapd[4566]: conn=304 op=1 SEARCH RESULT tag=101 err=0 nentries=1 text= May 23 18:20:31 localhost slapd[4566]: conn=304 op=2 BIND dn="uid=nedim.hadzimahmutovic,ou=XX,ou=XX,ou=BA,ou=EE,ou=XX,dc=XX,dc=XX" method=128 May 23 18:20:31 localhost slapd[4566]: conn=304 op=2 BIND dn="uid=nedim.hadzimahmutovic,ou=XX,ou=XXs,ou=BA,ou=EE,ou=XX,dc=XX,dc=XX" mech=SIMPLE ssf=0 May 23 18:20:31 localhost slapd[4566]: conn=304 op=2 RESULT tag=97 err=0 text= May 23 18:20:31 localhost slapd[4566]: conn=304 op=3 UNBIND May 23 18:20:31 localhost slapd[4566]: conn=304 fd=16 closed May 23 18:20:31 localhost slapd[4566]: conn=303 fd=14 closed (connection lost) Here is my OTR Configuration: # # # # MINE UBER COOL LDAP CONFIG # # # 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'} = '10.2.0.107'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=HQ,dc=XX,dc=XX'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '10.2.0.107', BaseDN => 'ou=HQ,dc=XX,dc=XX', SSCOPE => 'sub', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; -- Nedim --------------------------------------------

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restore.pl database error
by Andrea Gasparetto 23 May '07

23 May '07

I am upgrading otrs on a new System Linux Centos5.0 and I want to import the backup from another old linux Debian with otrs 2.0.4. .But when I start the script or I import the database_backup.sql on mysql it tells me: ---------------------------------------------------------------------------- -------------------------- [root@otrs Backup]# /opt/otrs/scripts/restore.pl -b /opt/otrs/Backup/ -d /opt/otrs/ Restore /opt/otrs/Backup//Config.tar.gz ... Restore /opt/otrs/Backup//Application.tar.gz ... create MySQL decompresses SQL-file ... cat SQL-file into MySQL database ERROR 1153 (08S01) at line 672: Got a packet bigger than 'max_allowed_packet' bytes compress SQL-file... [root@otrs Backup]# ---------------------------------------------------------------------------- ------------------------------ or ---------------------------------------------------------------------------- ------------------------------ [root@otrs sql]# mysql --max_allowed_packet=999MB -u root otrs -p <DatabaseBackup.sql Enter password: ERROR 1153 (08S01) at line 672: Got a packet bigger than 'max_allowed_packet' bytes [root@otrs sql]# ---------------------------------------------------------------------------- ------------------------------ I set the max_allowed_packet=999MB in /etc/my.cnf and restarted mysqld service Where else should I look? Thanks Ciao

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pending-states on Bulk-action
by Alexander Scholler 23 May '07

23 May '07

Hi, within the Bulk-action-dialog, it's possible to select next state "pending...", but you cannot input the pending-date. This is not logical. Do you agree or did I do some misconfiguration? Bye, Alex

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Panic! No UserData!!!
by Warren Howard 23 May '07

23 May '07

Dear all, I'm trying to set up OTRS 2.1.5 with Apache 2.0.58, mod_perl 2.0.3 and Postgresql 8.0.12 on a Gentoo Linux system. The area I'm having trouble with is the LDAP agent authentication. Please note that previously I have successfully set up OTRS 2.0 with LDAP agent authentication, the only real difference besides the OTRS version is that last time I used FastCGI and this time I'm using mod_perl. The problem I'm facing is that when I try and log in to OTRS as an LDAP user for the first time I get the error "Panic! No UserData!!" on screen and in the Apache log error I see is : ERROR: OTRS-CGI-1 Perl: 5.8.8 OS: linux Time: Wed May 23 11:58:27 2007 Message: Sync bind failed! No password, did you mean noauth or anonymous ? Traceback (12298): Module: Kernel::System::Auth::LDAP::Auth (v1.29) Line: 257 Module: Kernel::System::Auth::Auth (v1.20) Line: 116 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 201 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_2enaturesoft_2enet_otrs_2d2_2e1_2e5_bin_cgi_2dbin_index_2epl::han dler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 The relevant section from my Config.pm looks like this : # Here goes the LDAP config!! $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '127.0.0.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=naturesoft,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Some additonal LDAP options, for directories that don't allow anonymous access. # $Self->{'AuthModule::LDAP::SearchUserDN'} = ''; # $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectclass=inetOrgPerson)'; # Some compulsory LDAP settings. $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LDAP to DB sync!! # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; On the LDAP server I can see in the logs a successful anonymous bind and search for full "dn" followed by another bind that authenticates with the full "dn" and then that's it. No further bind to search for the user data. May 22 13:48:19 [slapd] conn=150791 fd=153 ACCEPT from IP=192.168.0.212:43718 (IP=192.168.10.1:636)_ May 22 13:48:19 [slapd] conn=150791 fd=153 TLS established tls_ssf=256 ssf=256_ May 22 13:48:19 [slapd] conn=150791 op=0 BIND dn="" method=128_ May 22 13:48:19 [slapd] conn=150791 op=0 RESULT tag=97 err=0 text=_ May 22 13:48:19 [slapd] conn=150791 op=1 SRCH base="dc=naturesoft,dc=net" scope=2 deref=2 filter="(&(uid=warren_h)(objectClass=inetOrgPerson))"_ May 22 13:48:19 [slapd] conn=150791 op=1 SEARCH RESULT tag=101 err=0 nentries=1 text=_ May 22 13:48:19 [slapd] conn=150791 op=2 BIND dn="uid=warren_h,dc=naturesoft,dc=net" method=128_ May 22 13:48:19 [slapd] conn=150791 op=2 BIND dn="uid=warren_h,dc=naturesoft,dc=net" mech=SIMPLE ssf=0_ May 22 13:48:19 [slapd] conn=150791 op=2 RESULT tag=97 err=0 text=_ May 22 13:48:19 [slapd] conn=150791 op=3 UNBIND_ May 22 13:48:19 [slapd] conn=150791 fd=153 closed_ Note that if I use the root@localhost id and create matching username entry in OTRS then I am able to log in as that user when using LDAP agent authentication. I'm completely stumped at this point, any suggestions, hints or tips will be very welcome. Thanks, Warren.

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