August 2007 - otrs - OTRS mailing lists

OTRS is too slow
by Bc. Radek Krejca 27 Aug '07

27 Aug '07

Hello, I have problem with otrs which is very slow. I thought the problem is in MySQL but now I see the problem is in Perl. When I am opening page then processor load is on 100% for about 10 seconds (sometimes longer). I use it on FreeBSD with dual core processor (SMP support is turned on). I tried to turn on php_mod in apache but there was a problem with pictures (I didn't see them) and speed was better but still slow. I am very sad that otrs isn't written in php :-(. -- Regards, Bc. Radek Krejca STARNET, s. r. o. radek(a)ceskedomeny.cz

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Reject of closed tickets not properly working
by Gabriele D'Andrea 27 Aug '07

27 Aug '07

I'm running OTRS 2.1.7 and I' ve configured my queues so that follow ups for closed tickets are rejected. Yesterday, I received a followup for a closed ticket, that wasn't rejected. The syslog showed that entry Aug 1 12:05:08 otrs OTRS-PM3-10[5620]: [Notice][Kernel::System::PostMaster::Reject::Run] Reject FollowUp Article to Ticket [2 007080110000014] created (TicketID=667, ArticleID=1566). Follow up rejected. However the followup was in fact accepted all the same I found an old post (dated 2004!) relating to the same problem in ver. 1.3.2, with no response http://www.mail-archive.com/otrs@otrs.org/msg06237.html Thanks for any help -- Gabriele D'Andrea

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RE: RE: [otrs] ORTS user and Cron Jobs
by Rummler, Jens 27 Aug '07

27 Aug '07

Hi Christian, to start OTRS type: > rcotrs start [... or rcotrs restart if it's already up.] And forget about Cron.sh - the service does that all by itself. If you want to change the cronjobs, check the /opt/otrs/var/cron Directory. Cheers, Jens

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POP3 SSL
by Mitchell Vincent 27 Aug '07

27 Aug '07

Is there any documentation on setting up OTRS to check a POP3 account over an SSL connection? I've seen it mentioned a few times on-list that this feature might be in OTRS already, or planned for the near future. Can anyone confirm that? Thanks! -- - Mitchell

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automatic user creation
by Юрий Полтев 27 Aug '07

27 Aug '07

Hello All. Is it possible to setup automatic user creation uppon first request? so that there is no need for users to make any other actions to reach their tickets. -- Best regards mailto: look.ice(a)gmail.com

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ORTS user and Cron Jobs
by RT - Christian - OpenSUSE 26 Aug '07

26 Aug '07

Thanks Jens, seems like I am almost there. I can send mail through my POP account, but not able to check automatically, using the Cron Jobs?? I have to use: rt:/opt/otrs # ./bin/PostMasterPOP3.pl Message 1/1 (lightlv\rt(a)mail.lightgroup.com) Connection to mail.lightgroup.com closed. rt:/opt/otrs # ls .Xauthority .procmailrc COPYING README bin .dmrc .procmailrc.dist CREDITS README.database doc .fetchmailrc .viminfo INSTALL README.webserver scripts .fetchmailrc.dist .xsession-errors INSTALL.RedHat RELEASE var .mailfilter ARCHIVE INSTALL.SuSE TODO .mailfilter.dist CHANGES Kernel UPGRADING rt:/opt/otrs # cd bin rt:/opt/otrs/bin # ./Cron.sh start Nocronjobs in /ver/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be in the root dir of your OTRS system (e.g. /opt/orts). I still get the responce that there are not any Cron Jobs found. I also tried starting OTRS: rt:/etc/sysconfig # rcotrs status Checking for httpd2: running Checking for service MySQL: running Checking database connect... (It looks Ok!). Checking /opt/otrs/bin/PostMaster.pl ... (activ) done. Checking otrs spool dir... done. And everything seems to be ok? So I decided to see what everything in the bin folder looks like: rt:/opt/otrs/bin # ls -oh total 244K -rwxrwxr-x 1 wwwrun 2.2K Jul 30 19:24 CheckDB.pl -rwxrwxr-x 1 wwwrun 3.8K Jul 30 19:24 CheckSum.pl -rwxrwxr-x 1 wwwrun 2.4K Jul 30 19:24 CleanUp.pl -rwxrwxr-x 1 wwwrun 3.3K Aug 21 17:03 Cron.sh -rwxrwxr-x 1 wwwrun 2.5K Jul 30 19:24 Cron4Win32.pl -rwxrwxr-x 1 wwwrun 1.7K Jul 30 19:24 CryptPassword.pl -rwx------ 1 otrs 4.2K Jul 30 19:24 DeleteSessionIDs.pl -rwxrwxr-x 1 wwwrun 6.3K Jul 30 19:24 GenericAgent.pl -rwxrwxr-x 1 wwwrun 7.4K Jul 30 19:24 PendingJobs.pl -rwxrwxrwx 1 wwwrun 3.9K Jul 30 19:24 PostMaster.pl -rwxrwxr-x 1 wwwrun 1.6K Jul 30 19:24 PostMasterClient.pl -rwxrwxr-x 1 wwwrun 4.5K Jul 30 19:24 PostMasterDaemon.pl -rwxrwxr-x 1 wwwrun 7.9K Jul 30 19:24 PostMasterPOP3.pl -rwxrwxr-x 1 wwwrun 2.0K Jul 30 19:24 RebuildTicketIndex.pl -rwxrwxr-x 1 wwwrun 4.4K Jul 30 19:24 SetPermissions.sh -rwxrwxr-x 1 wwwrun 8.1K Jul 30 19:24 StatsExportToOPM.pl -rwxrwxr-x 1 wwwrun 2.4K Jul 30 19:24 UnitTest.pl -rwx------ 1 otrs 5.0K Jul 30 19:24 UnlockTickets.pl -rwxrwxr-x 1 wwwrun 5.0K Aug 20 13:35 WebWatcher.pl -rwxrwxr-x 1 wwwrun 3.6K Jul 30 19:24 XMLMaster.pl drwxrwxr-x 3 wwwrun 4.0K Aug 20 13:33 cgi-bin drwxrwxr-x 2 wwwrun 4.0K Aug 20 13:33 fcgi-bin -rwxrwxr-x 1 wwwrun 13K Jul 30 19:24 mkStats.pl -rwxrwxr-x 1 wwwrun 22K Jul 30 19:24 opm.pl drwxrwxr-x 3 wwwrun 4.0K Aug 21 15:32 otrs-2.2.2 -rwxrwxr-x 1 wwwrun 8.2K Jul 30 19:24 otrs.CreateNewTranslationFile -rwxrwxr-x 1 wwwrun 2.1K Jul 30 19:24 otrs.RebuildConfig.pl -rwxrwxr-x 1 wwwrun 2.2K Jul 30 19:24 otrs.addGroup -rwxrwxr-x 1 wwwrun 3.0K Jul 30 19:24 otrs.addQueue -rwxrwxr-x 1 wwwrun 1.4K Jul 30 19:24 otrs.addStdResponse2Queue -rwxrwxr-x 1 wwwrun 2.5K Jul 30 19:24 otrs.addUser -rwxrwxr-x 1 wwwrun 2.8K Jul 30 19:24 otrs.addUser2Group -rwxrwxr-x 1 wwwrun 2.8K Jul 30 19:24 otrs.checkModules -rwxrwxr-x 1 wwwrun 1.5K Jul 30 19:24 otrs.cleanup -rwx------ 1 otrs 2.6K Jul 30 19:24 otrs.getConfig -rwxrwxr-x 1 wwwrun 1.4K Jul 30 19:24 otrs.getGroupID -rwxrwxr-x 1 wwwrun 2.8K Jul 30 19:24 otrs.getTicketThread -rwxrwxr-x 1 wwwrun 1.4K Jul 30 19:24 otrs.getUserID -rwxrwxr-x 1 wwwrun 2.4K Jul 30 19:24 otrs.setPassword -rwxrwxr-x 1 wwwrun 6.1K Jul 30 19:24 xml2sql.pl rt:/opt/otrs/bin # And here I am again, still a bit confused to why the Cron Jobs are not running??? Any ideas????? ********************* Hi Christian, I run OTRS on SuSE 10.2 and I had the same issue. The problem is, that the OTRS-Service is not started. Check 'rcotrs status'. My problem was, that the service tried to start while entering Runlevel 3, but it was too fast so Apache2 was not up when it checked for it. The solution: In /etc/sysconfig/otrs: OTRS_HTTP_RUNNING=0 Cheers, Jens

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CustomerUserValidFilter usage (LDAP backend)
by Jesús M. Navarro 26 Aug '07

26 Aug '07

Hi: I'm trying to configure OTRS 2.2.2 so it uses a customer LDAP backend. Currently clients authenticate against OpenLDAP just fine, but I'm having problems defining who are valid users since I take them out of my company's white pages (which, of course, have a ton of entries that are *not* customer users). Authentication is managed by means of a posix group, and just works OK like this: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.example.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=supportclients,ou=groups,dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; And then, customer data, which is the problematic part: $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.example.com', BaseDN => 'dc=example,dc=com', SSCOPE => 'sub', Die => 1, }, CustomerKey => 'uid', CustomerID => 'o', # CustomerUserValidFilter => '(!(description=gesperrt))', # CustomerUserValidFilter => '', (...) This, of course, shows *every* user in the directory as client (for instance at Admin->Clients within the web interface). I think I should create a "CustomerUserValidFilter" so only those users that belong to the supportclients group are listed (those whose Uid is listed on the memberUid attribute from the cn=supportclients,ou=groups,dc=example,dc=com group) but I'm lost regarding how can it be done or what's the sintax the CustomerUserValidFilter param expects. Any suggestion? TIA -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

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Auto Close old tickets
by Gustavo Azambuja 24 Aug '07

24 Aug '07

Hi, we have lot of much tickets in state open, i want close all tickets without response of my clients in last week. With Generic Agent i dont do this, this is correct? How i do this? -- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------

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Notification for closed ticket
by Julien Munch2001 24 Aug '07

24 Aug '07

Hello, I'd like to send an auto answers to the customer at closing a ticket but I don't find how to do this. This possibility isn't in the list of auto answers... Thanks for the help _________________________________________________________________ Avec Windows Live OneCare éliminez tous les virus de votre PC ! http://www.windowslive.fr/liveonecare/default.asp

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Users missing after 2.1.7 to 2.2.1 Upgrade...
by Jeff Shepherd 24 Aug '07

24 Aug '07

I've just updated my OTRS installation on Fedora 3 and now under Admin -> Users, nothing is listed. I see the users listed when I go to "Admin Notification" and a few other places, however, I cannot modify the users under the actual "Users" control. Any thoughts? Thanks! -Jeff

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