October 2008 - otrs - OTRS mailing lists

Ticket lock after followup
by Wes Plate 24 Oct '08

24 Oct '08

When a customer replies to a ticket, I would like the followup to appear in the QueueView so another Agent can pick it up if necessary instead of appearing the Owner's Mailbox. I thought by setting the Queue's option for "Ticket lock after a follow up" to "No" this would happen, but it doesn't reliably. Sometimes I find followups that are unlocked and I'm not sure why it works sometimes but not others. Can anyone advise? OTRS 2.3.3 -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Re: [otrs] OTRS 2.3.1 Upgrade Login Issue
by Michael Webber 23 Oct '08

23 Oct '08

Try changing it back to "otrs" and then login. I just had this same issue when I was upgrading earlier tody. Since I ran the scripts and changed the Config.pm back to "otrs" everything worked and all of my info was still there. Let me know if this works for you. -----Original Message----- From: Wes Plate <wes(a)automaticduck.com> Sent: Wednesday, October 22, 2008 4:38 PM To: OTRS <otrs(a)otrs.org> Subject: Re: [otrs] OTRS 2.3.1 Upgrade Login Issue On 10/22/08 4:00 PM, "Michael Webber" wrote: > One other thing, did you run the http://localhost/otrs/installer.pl and > create a different database? I did, but then I changed the database that OTRS was using to the one I upgraded from the old system. I changed Config.pm to use the database I'm calling "otrs2" instead of "otrs". -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com _______________________________________________ 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

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Autmatic decryption of PGP attachments?
by Kevin Fibich 23 Oct '08

23 Oct '08

Hi there! We're having some trouble with the otrs PGP option. At the moment we are able to receive PGP encryptet mails just fine, but if the mail has an attachment, this attachment won't be decrypted. This is very strange behaviour and since i could not find any related information on the net, i guess it's a bug? best regards, Kevin

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OTRS 2.3.1 Upgrade Login Issue
by David Salson 22 Oct '08

22 Oct '08

To All, Upgrade from 2.2.7 to 2.3.1. Everything is running (cron, autoreply, notifications, etc...) but no one can login (index.pl or customer.pl). Invalid user name or password. I checked the database via phpMyAdmin. All users are there. What to do? Thanks,

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Password Issues After 2.3.1 Upgrade
by Buice, David R 22 Oct '08

22 Oct '08

Hello, I finally got our OTRS installation moved from an old Linux desktop to a new Solaris server running Solaris 10. I also upgraded it from version 1.2.3 to 2.3.1. I'm using an Apache webserver and a MySQL database. We've had a couple of small issues which have been easily fixed and, overall, the migration appears to have been a great success. However....... I'm starting to get calls from users who have forgotten their passwords. They use the "Lost Password" portion of the Login screen (customer.pl) and get a new password mailed to them. When they try to log in with the new password they get the message "Login failed! Your username or password was entered incorrectly." So I go into the 'Admin' area of OTRS, go to 'Customer Users', and change their password. I get the message that the Customer has been updated and the log states that the customer's password was successfully changed. When the customer tries to use the new password they get the same message as above. I took a peek at the passwords (encrypted) using phpMyAdmin and I can see that something has been put in that field, but whatever it is OTRS doesn't like it. Any help would be greatly appreciated. I've got customers that have not been able to log on for a couple of days now. Help! Regards, David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified EDS, an HP company PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-390 Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice(a)eds.com We deliver on our commitments so you can deliver on yours.

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New Ticket
by Michael Webber 22 Oct '08

22 Oct '08

I am trying to find a way to add a Company filed to lookup the company table so that we can associate a company with a new ticket. Is there anyway to do this? Thanks, Mike

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Upgrade 2.2.7 to 2.3.3
by Michael Webber 22 Oct '08

22 Oct '08

When I try to run the rpm, it says : install of otrs-2.3.3-01.i386 conflicts with file from package otrs-2.2.7-01.i386 Any help would be appreciated. Michael Webber IT/Data Networking Specialist Teledex LLC 6311 San Ignacio Ave San Jose, CA 95119 Tel: (408) 363-3100 x 644 Fax: (408) 363-3136 michaelwebber(a)teledex.com http://www.teledex.com <http://www.teledex.com>

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Access denied after enabling agent LDAP authentication
by Mark Di Nicola 22 Oct '08

22 Oct '08

I've just installed OTRS 2.3.2 for the first time under Under 8.04. Eventhing worked ok after installation, I was able to login as root@localhost. Then I enabled LDAP authentication by adding the following lines to /etc/otrs/Kernel/Config.pm $Self->{'AuthModule'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users,dc=mms'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; Now when I try to do anything (even just visting the main page) I get the following error: Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (7238): Module: Kernel::System::DB::new (v1.95) Line: 190 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 143 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Commenting out those lines in Config.pm doesn't make it work again. Is there something I've done wrong or neglected to do that's causing this? Thanks Mark

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FAQ URL redirecting after upgrade
by Wes Plate 20 Oct '08

20 Oct '08

As a part of the eventual OTRS migration to the new version I'm going to need some .htaccess redirects added so that my existing FAQ links won't break. Does anyone have experience in redirecting FAQ URLs? I need to take a URL like this... http://support.automaticduck.com/otrs/faq.pl?Action=&ID=2&SessionID= or http://support.automaticduck.com/otrs/faq.pl?Action=&ID=2 (the &SessionID= is sometimes tacked on the end, if it is there we need to ignore it I guess) ...And redirect it to... http://support.automaticduck.com/otrs/public.pl?Action=PublicFAQ&ItemID=2 Anyone have suggestions? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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SMTP authentication in OTRS - Relay access denied
by Tonatiuh Medina 20 Oct '08

20 Oct '08

Hi all, My IT dept. has made some changes to our email server. For security reasons email clients now need to authenticate to send emails (SMTP authentication). This change is now causing any email going out from OTRS to bounce back with the error: "Relay access denied". I did some research, and this error is common when email clients are not setup to authenticate for outgoing email and the email Server requires this SMTP authentication. *So the question is: Does OTRS 2.2.7 support SMTP authentication for outgoing email? How can I set this up? * From the Admin> Email Addresses section I cannot see any field to enter a password for the email, or set this authentication. Please help with this. I really appreciate it. Thanks, Tona Tonatiuh Medina Support Enginner www.spikesource.com

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