August 2007 - otrs - OTRS mailing lists

Problem with PostMasterPOP3.pl
by Sandeep A.S 13 Aug '07

13 Aug '07

Hi Guys, I am facing problem with the PostMasterPOP3.pl Through the admin panel I created the pop3 account details . And I created the account in my mail server .I am able to ssh and use this account with the password which I specified in the admin panel. But my PostMasterPOP3.pl always come back and say authentication failure. I am using Fedora 7. The following is the command line output of PostMasterPOP3.pl /opt/otrs/bin/PostMasterPOP3.pl ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Mon Aug 13 12:02:41 2007 Message: Auth for user infra(a)192.168.125.251 failed! Traceback (17050): Module: main::FetchMail (v1.25) Line: 162 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125. After googling I found that some one else also facing the problem but no solutions mentioned. Thanks Sandeep

2 5

Lock ticket to agent when he answers by email to the OTRS system
by Martin Hamant 13 Aug '07

13 Aug '07

Hi ! I made a filter rule from the PostMaster filter module, like this : Subject match: "^LOCK.*" set X-OTRS-Lock to "lock". I'm not sure it's the right way to use X-OTRS-Lock header :S I see in OTRS's log that the rule is well matched, but it doesn't act. I tried with "unlock", it doesn't work either (on a locked ticket, for course) .... How would you do that ? Thank you !! -- Martin

1 1

OTRS 2.2.1 doesn't honour Defaults.pm
by Dummy cerberus 13 Aug '07

13 Aug '07

Hello, I say so because I have browsed the forum, read three times the doc and cannot understand the following behaviour: .- LDAP authentication for agents works OK against Active Directory. .- Whenever try to use the same AD to authenticate customers I get the following error at /var/log/messages: Aug 13 22:07:06 localhost OTRS-CGI-10[30969]: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'maripmar' (REMOTE_ADDR: 10.31.33.236) First I thought that I wasn't setting up properly the customer data backend with AD, but then I misconfigured on purpose the LDAP connection to the AD (I mean, I typed wrong the user that I am using to connect when authenticating Agents)... but I didn't get a LDAP binding error, so I suppose that OTRS doesn't take care of configuration options for customer authenticating... and keep ion using Database authentication... Is this a bug or am I doing anything wrong? Please find attached the Defaults.pm file... Thanks in advance and best regards M.A.

2 2

Bounce emails without ticket numbers
by Maurice James Ny 13 Aug '07

13 Aug '07

How do I have the system bounce emails that do not contain ticket numbers? When ever I enable this option in sysconfig the POP3PostMaster.pl PID always hangs and I get the following error: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running yourhost.example.com/1837)

2 1

Strip attachement after some time?
by Brice Figureau 13 Aug '07

13 Aug '07

Hi, Is it possible to strip ticket attachements after a while, like with a GenericAgent for instance? If yes, how could I do that? And another question, what happens to old tickets' content if I move from db storage to filesystem storage? Do I need to hand-convert those old ticket? Thanks, -- Brice Figureau <brice+otrs(a)daysofwonder.com>

1 0

Upgrade from OTRS 2.2.1 to 2.2.2 - DOESN'T WORK!
by Jeff Shepherd 13 Aug '07

13 Aug '07

Hello, I decided to upgrade our OTRS installation on Fedora 3 from 2.2.1 to 2.2.2. After downloading the RPM, then running: rpm -U otrs-2.2.2-01.i386.rpm I ran the MySQL update script that you're supposed to run: cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs However, when I run that, I get: [root@calltrkr scripts]# cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs ERROR 1060 at line 13: Duplicate column name 'first_response_time' ERROR 1060 at line 14: Duplicate column name 'solution_time' [root@calltrkr scripts]# Now, when I try to login to OTRS, I get: SOFTWARE ERROR: Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1409. For help, please send mail to the webmaster, giving this error message and the time and date of the error. Isn't this what the update script is supposed to fix? Our ticket system is now down, any ideas? Thanks for the help! -Jeff

3 10

Debug mode
by Dummy cerberus 13 Aug '07

13 Aug '07

Hello, how can I setup debug mode in OTRS? I have looked through archived posts, and I have tried setting: $Self->{'Debug'}=5; at Config.pm but I doesn't work... currently I user syslog utility to log at /var/log/messages... Thanks in advance and best regards M.A.

2 1

RE: [otrs] French characters
by Dan King 10 Aug '07

10 Aug '07

Well, I have found some other weird problems that have something to do with character sets. First off I will state that my character set for oracle is iso-8859-1 and the national one is set to AL16UTF16. OTRS is set to iso-8859-1. I edited the question marks that had replaced that French characters in the database using a program called TOAD. I could view the data properly using toad after I had committed the changes. Now when I compose an email in OTRS the signature has regular characters replacing the French ones with the accents and such above them. Another issue is that if I change OTRS's character set to UTF-8 and insert French characters into the subject of an email I receive the error below. I can insert them into the body of the email but not the subject. When I insert them into the body of the email then they return to the regular characters without the accent. Anyone have the thoughts about my problem? Dan Error: Can't get ArticleID from INSERT! Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: solaris Time: Fri Aug 10 15:21:08 2007 Message: Can't get ArticleID from INSERT! Traceback (21410): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.144) Line: 152 Module: Kernel::Modules::AgentTicketPhone::Run (v1.45) Line: 679 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: Apache::ROOT::otrs::index_2epl::handler (v1.81) Line: 47 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: Friday, August 10, 2007 12:16 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] French characters Hi, I'm a french user of OTRS and personnaly I always set iso-8859-1, otherwise I have this type of problems with UTF-8 ... :o( Best regards, Laurent Le vendredi 10 août 2007 à 11:57 -0400, Dan King a écrit : Hello list, I am trying to have text that includes French characters such as the one below. The problem seems to be that when you commit something to the database any French characters end up being inserted or converted in the columns of the database as question marks. É é é é é turns into ? ? ? ? ? Does anyone know what is wrong? I have set the default character set to utf-8 but that didn't work. I am using OTRS 2.2.2 with an oracle 10g backend. Thanks for any help required. Dan King _______________________________________________ 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/

1 0

Agents LDAP Group Sync problem.
by Sandeep A.S 10 Aug '07

10 Aug '07

Hi, I have implemented Agent Authentication with LDAP Backend. But I am facing problem in syncing LDAP Groups to otrs Groups My intention is to sync cn=infra users to admin group of the otrs Below is the ldif for mat of cn=infra group from ldap: dn: cn=infra,ou=Groups,dc=mycompany,dc=net gidNumber: 602 objectClass: posixGroup objectClass: top cn: infra memberUid: sandeep memberUid: abinav description: All Infrastructure members are here And following is my Config.pm entries: $Self->{'UserSyncLDAPGroupsDefination'} = { # ldap group 'cn=infra,ou=Groups,dc=mycompany,dc=net' => { # otrs group 'admin' => { # permission rw => 1, ro => 1, }, 'faq' => { rw => 0, ro => 1, }, }, }; Here user is getting authenticated but.User is not coming to the admin group in the otrs. Or user is not getting admin privilages. I am getting following error: [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::Auth::LDAP::Auth] User: sandeep (uid=sandeep,ou=People,dc=mycompany,dc=net) authentication ok (REMOTE_ADDR: 61.95.200.12). [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::User::UserUpdate] User: 'sandeep' updated successfully (1)! [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::User::SetPassword] User: 'sandeep' changed password successfully! [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::Auth::LDAP::Auth] User: 'sandeep' sync ldap groups cn=infra,ou=Groups,dc=mycompany,dc=net to groups! [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::Auth::LDAP::Auth] User: sandeep not in GroupDN='cn=infra,ou=Groups,dc=mycompany,dc=net', Filter='(memberUid=uid=sandeep,ou=People,dc=mycompany,dc=net)'! (REMOTE_ADDR: 61.95.200.12). But cn=sandeep,ou=People,dc=mycompany,dc=net is in the cn=infra,ou=Groups,dc=mycompany,dc=net group. This you can see from the above ldif output. Also ldif entry for the sandeep is as below(only relevent part) dn: uid=sandeep,ou=People,dc=mycompany,dc=net uid: sandeep sn: Sandeep A.S mail: sandeep(a)mycompany.net So what will be the problem for this error ? Filetering is not proper ? Thanks Sandeep

3 4

French characters
by Dan King 10 Aug '07

10 Aug '07

Hello list, I am trying to have text that includes French characters such as the one below. The problem seems to be that when you commit something to the database any French characters end up being inserted or converted in the columns of the database as question marks. É é é é é turns into ? ? ? ? ? Does anyone know what is wrong? I have set the default character set to utf-8 but that didn't work. I am using OTRS 2.2.2 with an oracle 10g backend. Thanks for any help required. Dan King

2 1