July 2007 - otrs - OTRS mailing lists

Forwarding tickets
by Matthew Joyce 24 Jul '07

24 Jul '07

Using v2.2 (+ITSM), I try to forward a ticket, but the from address is otrs@localhost. I couldn't find any occurrence of this email in my config, but grep finds System/Email.pm: $Param{From} = $Self->{ConfigObject}->Get('AdminEmail') || 'otrs@localhost'; My config does include : Config.pm: $Self->{'AdminEmail'} = 'mjoyce(a)ccia.org.au'; Is this the correct directive to control who the ticket is forwarded by ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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Email ticket templates
by Klement, Charles 23 Jul '07

23 Jul '07

Hello, I'm currently using 2.1.6. Is anyone aware if it's possible to define templates that can be used when creating a new email ticket? Our intent is to have some standard boiler plate for making announcements of maintenance windows our outages. If there is not generic templating capability for new tickets, is it possible to have a standard message per queue. I'm willing to upgrade to a newer version if that would get me the feature that I am looking for. Thanks, charles This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately.

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Agent(s) not receiving FollowUp notification after upgrade to 2.2.1
by otrs user 23 Jul '07

23 Jul '07

Greetings, I would appreciate any assistance debugging this lack of agent follow up after my upgrade. My OS is Centos 3.8 (Red Hat Enterprise clone) Perl Version 5.8.0 Apache 2.0.46-68 MySQL 5.0.45 OTRS 2.2.1 OTRS is configured to store data in MySQL I've just completed an upgrade from OTRS 1.2.x to OTRS 2.2.1. The upgrade seemed to go smoothly. I upgraded via RPM and also ran four upgrade scripts: cat /opt/otrs/scripts/DBUpdate-to-1.3.mysql.sql | mysql -p -f -u root otrs cat /opt/otrs/scripts/DBUpdate-to-2.0.mysql.sql | mysql -p -f -u root otrs cat /opt/otrs/scripts/DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs cat /opt/otrs/scripts/DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root otrs I've since noticed two problems. I have an Agent that is not receiving Follow up notification when a customer replies. All Follow up notifications to this problem agent *do* get sent out, but it goes to three wrong agents. I've checked that all agent email addresses are accurate. Perhaps related to this, I have this in from PostMasterPop3 Subject: Cron <otrs@board> $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Jul 23 12:15:07 2007 Message: Need User or UserID! Traceback (31508): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Jul 23 12:15:09 2007 Message: Need User or UserID! Traceback (31508): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Jul 23 12:15:09 2007 Message: Need User or UserID! Traceback (31508): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 Regards, Charles Bronson. ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC

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Customer Ldap Backend
by Rui Silva 23 Jul '07

23 Jul '07

Hi PPL, I've Upgraded to 2.2.1 and I have A problem with customer LDAP auth. My config.pm is the same as in a previous version, but LDAP doesn't work. the Logs show: [Mon Jul 23 17:54:52 2007][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'cliente.teste' (REMOTE_ADDR: 127.0.0.1) my config.pm relating to the customer is: $Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1; $Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1; $Self->{'Ticket::Frontend::CustomerInfoQueue'} = 0; $self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $self->{'Customer::AuthModule::LDAP::Host'} = '10.0.0.1'; $self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=iplei,dc=pt'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsclient,cn=Users,dc=iplei,dc=pt'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=Administrator,CN=Users,DC=iplei,DC=pt'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '@lm1nh@$'; $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'serveriplei.iplei.pt', BaseDN => 'dc=iplei,dc=pt', SSCOPE => 'sub', UserDN => 'CN=Administrator,CN=Users,DC=test,DC=pt', UserPw => 'password', }, AlwaysFilter => '', CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], ], }; The problem seems to be that in the sysconfig screens, in Frontend::Customer::Auth the values there are for DB backend and not LDAP. I went thru the manual several times and couln'd find the answer. Do I have to change the values in the sysconfig screens? Is there a way to configure this using only the text files? What am I missing? Thank you all -- Rui Silva http://rukinhas.no-ip.org

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setting up smart relay host
by Andrew Meyer 23 Jul '07

23 Jul '07

I am ready to setup a smart relay host, but I am unsure of where to put in the lines in the config.pm, or do i need to put them elsewhere? Everytime I put them in the /etc/otrs/Kernel/Config.pm it gives me this error: Starting web server (apache2)...[Sun Jul 22 20:25:56 2007] [warn] Useless use of AllowOverride in line 22. failed! Canb someone please help? We are wanting to go live with this soon. Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave. Ste. 200 314-787-0681 x39 314-565-0868 (cell)

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Installing mod_perl
by Dan King 23 Jul '07

23 Jul '07

I have installed modperl and now see the lines in the httpd.conf file that load the module but I don't seem to have any increased performance with OTRS on a Unix computer. I have installed the same software on a Win32 computer and it runs much faster than the Unix computer. I am installing mod_perl 1.3 with Apache 1.3.34 on the Unix computer. The version on the Win32 computer is whatever is installed with the installation program provided by OTRS. I installed OTRS using APXS because Apache was already installed on the Unix computer. Does anyone have an explanation and/or fix for this? Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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performances
by BALAN, Daniel 21 Jul '07

21 Jul '07

Hi there, I am using OTRS since v0.8 ( more than 3 years history) and it gets bigger and bigger: - Database = 5.9 Gb; - More than 1.4 ml records in article table and 0.4 ml records in the ticket table; - The attachments are stored in FS mode and those are exceeding 250 Gb. - About 25 operators with concurrent access I am using v2.0.2 on a Linux + MySql installation. The problem is that OTRS is moving slowly and slowly, for example changing the owner of the ticket might take 20-25 seconds. Setting a free field the same. I had to disable search option in body and subject as those will take forever. Does anyone encountered similar issues or has any suggestions what other DB (oracle) will perform better? Thank you for your attention. Daniel

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Escalation-notifications to temporary invalid agents
by Munawar Zeeshan 21 Jul '07

21 Jul '07

No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM

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PERL.EXE error
by pri pri 21 Jul '07

21 Jul '07

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Help Required
by Munawar Zeeshan 20 Jul '07

20 Jul '07

Hi All… I am a new OTRS user…I am confused with the meanings of LOCK and CLOSE tickets. What they imply ??? Secondary, I want that if a ticket is unsolved by some agent for 3 days, an notification mail b delivered directly to the higher authorities. How can I do that Thanks all….. No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM

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