June 2007 - otrs - OTRS mailing lists

Re: [otrs] Error with Customer Database backend
by kekieres＠arsystel.com 05 Jun '07

05 Jun '07

Hi all, A little update to my previous mail... The error I get in otrs.log is the following: [Tue Jun 5 17:22:05 2007][Error][Kernel::System::DB::new][172] Can't create a new thread (errno 11); if you are not out of available memory, you can consult the manual for a possible OS-dependent bug The error I showed before is shown to the agent browser: > Can't connect to database! at /opt/otrs/Kernel/System/CustomerUser/DB.pm line 56. I've doublechecked whether mi OTRS-system can access the MySQL box and there is no problem, it's accesible. Any sugestion? Thanks, Rafa. kekieres(a)arsystel.com escribió: > Hi all, > > I've configured in Kernel/Config.pm to have a Customer database backend > (in my case it will be a MySQL in a different server). > Here you have the related lines (only not comented lines): > > $Self->{CustomerUser} = { > Name => 'Database Backend', > Module => 'Kernel::System::CustomerUser::DB', > Params => { > # if you want to use an external database, add the > # required settings > DSN => 'DBI:mysql:database=XXXXX;host=X.X.X.X', > User => 'db_user', > Password => 'db_user_passwd', > Table => 'users_table', > }, > # customer uniq id > CustomerKey => 'username', > # customer # > CustomerID => 'email', > # CustomerValid => 'id', #don't have an equivalent in my DB > CustomerUserListFields => ['name','email'], > CustomerUserSearchFields => ['username', 'name', 'email'], > CustomerUserSearchPrefix => '', > CustomerUserSearchSuffix => '*', > CustomerUserSearchListLimit => 250, > CustomerUserPostMasterSearchFields => ['email'], > CustomerUserNameFields => ['name'], > CustomerUserEmailUniqCheck => 1, > 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, 1, 'var', > '', 0 ], > [ 'UserLastname', 'Lastname', 'name', 1, 1, > 'var', '', 1 ], > [ 'UserLogin', 'Username', 'username', 1, 1, > 'var', '', 1 ], > [ 'UserPassword', 'Password', 'password', 0, 0, > 'var', '', 1 ], > [ 'UserEmail', 'Email', 'email', 0, 1, > 'var', '', 1 ], > [ 'UserPhone', 'Phone', 'telefono', 1, 1, > 'var', '', 1 ], > [ 'UserCustomerID', 'CustomerID', 'email', 0, 1, 'var', '', 1 ], > ], > # default selections > Selections => { > # UserSalutation => { > # 'Mr.' => 'Mr.', > # 'Mrs.' => 'Mrs.', > # }, > }, > }; > > > > The point is that it has been working for sometime (a couple of days) and > now I get this error in logfile otrs.log: > [error] Can't connect to database! at > /opt/otrs/Kernel/System/CustomerUser/DB.pm line 56. > > Does anybody has had some similar problem? > > Thanks in advance, > > Rafa > > > > _______________________________________________ > 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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Error with Customer Database backend
by kekieres＠arsystel.com 05 Jun '07

05 Jun '07

Hi all, I've configured in Kernel/Config.pm to have a Customer database backend (in my case it will be a MySQL in a different server). Here you have the related lines (only not comented lines): $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:mysql:database=XXXXX;host=X.X.X.X', User => 'db_user', Password => 'db_user_passwd', Table => 'users_table', }, # customer uniq id CustomerKey => 'username', # customer # CustomerID => 'email', # CustomerValid => 'id', #don't have an equivalent in my DB CustomerUserListFields => ['name','email'], CustomerUserSearchFields => ['username', 'name', 'email'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['name'], CustomerUserEmailUniqCheck => 1, 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, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'name', 1, 1, 'var', '', 1 ], [ 'UserLogin', 'Username', 'username', 1, 1, 'var', '', 1 ], [ 'UserPassword', 'Password', 'password', 0, 0, 'var', '', 1 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 1 ], [ 'UserPhone', 'Phone', 'telefono', 1, 1, 'var', '', 1 ], [ 'UserCustomerID', 'CustomerID', 'email', 0, 1, 'var', '', 1 ], ], # default selections Selections => { # UserSalutation => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, }, }; The point is that it has been working for sometime (a couple of days) and now I get this error in logfile otrs.log: [error] Can't connect to database! at /opt/otrs/Kernel/System/CustomerUser/DB.pm line 56. Does anybody has had some similar problem? Thanks in advance, Rafa

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root@localhost question
by Nick Goldwater 05 Jun '07

05 Jun '07

I have noticed that when I move a ticket into another queue it's owner becomes root@localhost. Does anyone know how to keep the current owner intact when changing queues? Move Ticket moved into Queue "Test" (41) from Queue "Support" (5). OwnerUpdate New owner is "root@localhost" (ID=1). Thanks!

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Filter only replys on POP3
by Kevin Loyens 05 Jun '07

05 Jun '07

Hello, I want to create a filter that only mails recived by the POP3 agent that are a reply from a customer to a ticket are processed. Is there a way that i can do that ? I Dont know wich kind of filter i need to create Thanks, kevin

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Need suggestion with DBD::mysql, mysql-5.0 and connection limit
by Andrew Stesin 04 Jun '07

04 Jun '07

Dear OTRS users and admins, may I ask you for some suggestion please. We have a FreeBSD-6.2 system (2*Xeon, 6Gb RAM, PAE mode) which is running MySQL 5.0.something, Apache 1.3.fairly-recent, and an OTRS TT system (see http://otrs.org) of revision 2.0.* We are mostly happy with OTRS - it is a really great TT system, a real commercial grade product, it worth attention in any case. There are about 100-150 users working with the system in parallel. Unfortunately, we don't have any Perl/Apache/MySQL guru in staff at the moment, we all are not programmers (and didn't need to be, really, until now). System is running for year now, with no serious problems until last Friday. Than strange things started happening: client connections hang, fails, and in apache logs i see that: [Mon Jun 4 12:14:44 2007] index.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Too many connections at /home/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 191 or occasionally the same but at line 168. Those are just plain simple "connect" statements, nothing unusual. There are no limits on connections with our MySQL installation that I'm aware of. I checked the docs, no mention of connection limit for MySQL. I just doubled all the memory buffers and other constants in my.cnf - it seems to help but not to cure the problem. Ok I thought and started to look for some limit on connections in DBD::mysql. Also didn't find any. Now I am stuck: what limit are we hitting now? Where is it located? We need to bump it up twice and the system will work flawlessly as usual. Would you please mind providing me some help or suggestion on what is the limit and where to change it? Thanks a lot in advanse! p.s. And yet another 2 questions: if we decide to move to OTRS 2.2 (now beta), will we get a migration tool to import all the current ticket database? And will 2.2 work in Ukrainian or in Russian for us? Thank you! WBR, Andrew Stesin

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OTRS2 (Debian and LDAP) problems
by Jim Potter 04 Jun '07

04 Jun '07

Hi Team, I am just getting started with OTRS, and I'm trying to get the LDAP features to work... probably the firwst thing to ask is - how can I get a decent level of debugging (I've set apache to run as debug but this doesn't really tell me anything useful) - is there anything in OTRS itself? Following smoothly on - I've got it all running OK with Postgresql, but am having problems integrating LDAP for agents and customers (config attached)... I'm pretty sure its connecting alright, because if I say I've forgotten my password, it sends me a new one (that doesn't work either), and knows that the customers are stored in something called 'BEC Users' (and can't add new ones). If I activate the first bit (authmodule) then I can't log in as an agent; if I activate the second, I can't log in as a customer. Does anyone have any tips, opr could you send me a working Config.pm to compare please? thanks in advance Jim Potter Brislington Enterprise College $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap-master'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=icttechnicians,ou=supportstaff,ou=staffusers,ou=users,dc=brislington,dc=bristol,dc=sch,dc=uk'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = ''; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,ou=system,dc=brislington,dc=bristol,dc=sch.dc=uk'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxx'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Name => 'BEC Users', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap-master', BaseDN => 'ou=users,dc=brislington,dc=bristol,dc=sch,dc=uk', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=system,dc=brislington,dc=bristol,dc=sch,dc=uk', UserPw => 'xxx', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, Map => [ [ '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 ] ], }; -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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Forwarding customer email to agents
by Christophe Pouillet 04 Jun '07

04 Jun '07

Hi list, We are trying to setup otrs to use in our company. Our support team is split over different customer sites and don't always have an access to the Web. So, we would like to use OTRS with email. As far as we tested it, it works correctly. But in our case, we need that an agent could directly reply to a customer after OTRS have been assigned a ticket number : customer sends email => otrs opens a new ticket then otrs sends out a ticket forward or a notification to a common list alias (i.e notification-ticket) shared by our agents. This notification would include the customer email address in the cc or reply to field to allow a direct answer from our agent. We can't use standard otrs notification because it is send by otrs system and the agent cannot do a single reply to directly to the customer. Does anyone had ever faced this need and found a solution (if it is possible with OTRS). TIA for your lights, Regards, *Christophe Pouillet* ZAC des Metz - 3 Rue du petit robinson - 78350 JOUY EN JOSAS Tél: 01 30 67 60 65 - Fax: 01 72 89 80 19 - GSM: 06.71.01.68.76 email: cpouillet(a)exosec.fr - www.exosec.fr ------------------------------------------------------------------------

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Email to Ticket Trouble
by Jason Kleinberg 02 Jun '07

02 Jun '07

I recently installed OTRS on a Apple XServ, and everything is working, except I can not get a ticket created by email. I am accessing the email via POP3, and it is running on the same server. When I run the PostMasterPOP3.pl, it gets the email, but it is not added to the queue. I have the system email addresses set up, as well as the PostMaster POP3 settings set up. I have checked the mailing list history, and I could not find a matching problem and solution to my issue. If anyone has any advice to assist me, I would greatly appreciate it. Thank you in advance. - Jason Kleinberg

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Re: [otrs] Customer backend issues, admin Ok, auth not working
by Tobias Lütticke 01 Jun '07

01 Jun '07

Hi Steve, > I noticed Tobias mentioned the customer auth module, I do have this set > up as far as I can tell. I don't really have any experience with a separate DB as authentication backend, but let's see... > Tobias also mentioned "OTRS needs to sync user information to its local > database and needs the config for it" , does this mean that when a > customer is found in the backend, and a ticket is added, that the > customer information is also stored in the local DB. I am not entirely sure when OTRS syncs. It does it upon login, that's a fact. I did not check, but your assumption sounds reasonable. In your config it's the definition following > Map => [ which defines what pieces of information will be copied from your oracle backend to the MySQL DB. > My config file follows I am mising the following in your config: Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; You have to tell OTRS what authentication mechanism you want to use. You have the details (DB::DSN,..), but the initial choice (DB, LDAP,..) seems to be missing. Or do I miss something myself? Cheers Tobias -- Tobias Lütticke Systems Architecture inovex GmbH Pforzheim (Head Office) Karlsruher Strasse 71 D-75179 Pforzheim Tel.: +49 (0)72 31 / 31 91 - 84 Fax: +49 (0)72 31 / 31 91 - 91 mailto:t.luetticke@inovex.de http://www.inovex.de

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Customer backend issues, admin Ok, auth not working
by Steve Farmer 01 Jun '07

01 Jun '07

Hi I am using and existing oracle DB as a customer backend, and I have it working fine from the admin area, but am having trouble with customer auth. I noticed Tobias mentioned the customer auth module, I do have this set up as far as I can tell. Tobias also mentioned "OTRS needs to sync user information to its local database and needs the config for it" , does this mean that when a customer is found in the backend, and a ticket is added, that the customer information is also stored in the local DB. My config file follows Regards Steve package Kernel::Config; sub Load { my $Self = shift; # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'xxxx'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'xxxx'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'xxxxxx'; # 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};"; # ---------------------------------------------------- # # 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'} = 1; # CustomerUser # (customer user database backend and settings) $ENV{ORACLE_HOME} = '/home/oracle'; $Self->{CustomerUser} = { Name => 'Registered Customers', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Oracle:sid=info;host=xxxxxx.bookingcenter.com;port=1521;', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', User => 'xxxxxx', Password => 'xxxxxx', Table => 'customer_user', }, # customer uniq id CustomerKey => 'id', # customer # CustomerID => 'customer_id', # CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['customer_id', 'last_name', 'email'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation','first_name','last_name'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_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.', }, }, }; $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:Oracle:sid=info;host=xxxxx.bookingcenter.com;port=1521;"; $Self->{'Customer::AuthModule::DB::User'} = "xxxxxx"; $Self->{'Customer::AuthModule::DB::Password'} = "xxxxxx"; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'BookingCenter LLC'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'otrs.bookingcenter.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'admin(a)bookingcenter.com'; -- ----------------------------------------- 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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