April 2008 - otrs - OTRS mailing lists

OTRS backup failure question...
by Craig Meirick 14 Apr '08

14 Apr '08

I am trying to get our OTRS system backed up using the instructions provided in the manual using the backup.pl script. Here is what I am getting when this is ran: nagios:/opt/otrs/scripts # ./backup.pl -d /backup/ Backup /backup//2008-04-10_11-56/Config.tar.gz ... done Backup /backup//2008-04-10_11-56/Application.tar.gz ... done Dump MySQL rdbms ... mysqldump: Got error: 1045: Access denied for user 'otrs'@'localhost' (using password: YES) when trying to connect failed Compress SQL-file... done nagios:/opt/otrs/scripts # How can I fix this? Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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LDAP connection issue!
by Snehal Desai 14 Apr '08

14 Apr '08

Hello, I have already looked through the forum and have tried everything, but still can't connect. I have exhausted all other opportunities as well like google. I already posted before but go no replies! Any ideas what I'm doing wrong? Software error:Can't connect to xxxxx.blank.com: IO::Socket::INET: Bad hostname 'xxxxx.blank.com' at C:/OTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 149. #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxxx.blank.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=blank,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=LDAP,cn=Users,dc=blank,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Help_Password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xxxxx.blank.com', BaseDN => 'dc=blank,dc=com', SSCOPE => 'sub', UserDN =>'cn=LDAP,cn=Users,dc=blank,dc=com', UserPw => 'Help_Password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

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LDAP Authentication
by Ammad Shah 14 Apr '08

14 Apr '08

I am getting errors in /var/log/messages . Apr 10 18:14:26 gateway OTRS-CGI-10[16713]: [Notice][Kernel::System::Auth::DB::Auth] User: mammad doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) Why its looking for local, while i configured it to LDAP authenticaiton.

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Auto Close
by touraman traore 14 Apr '08

14 Apr '08

Is it possible to automatically close a ticket after pass a certain time limit? Thanks for your help!

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Email Logs?
by Andy Robbins 13 Apr '08

13 Apr '08

We appear to be having intermittent issues with the delivery of otrs generated emails. Can anyone provide any information regarding the existence or location of otrs log files that might show us which messages are not successfully getting created and sent through the SMTP server I've specified for OTRS. I've specified a local completely open Exchange system that takes the messages from otrs and delivers them to local users on that Exchange system. When a client has reported that they never received a certain response from us, I have tracked it back through Exchange and there is no logging whatsoever for those emails which seems to indicate to me that they must be getting hung up somehow by otrs. I would majorly appreciate any direction anyone can give me for looking into the log files for otrs. Thank you. -Andy

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Attachment Problems
by Aleem Mohamed 11 Apr '08

11 Apr '08

Hey there! When users send attachments into OTRS when creating a new ticket they show up as "file-1", "file-2", etc. rather than the actual file name when you zoom in on the ticket. Additionally, when you try and view the attachment it just displays unreadable characters (extension gets removed). Any idea as to what is going on here or how I can fix it? Thanks in advance. (I posted this earlier but for some reason it didn't seem to get sent out to the mailing list. I apologize if this is a duplicate.)

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WSDL and Axis2
by Hans Kaiser 11 Apr '08

11 Apr '08

Hello list, anyone here, who has ever used AXIS2 (Apache) to access the soap-Service of OTRS? The second question: There can I find the WSDL of the SOAP-Services? Best regards, Hans

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About CustomerIDs
by Matteo Rossi 11 Apr '08

11 Apr '08

Le informazioni contenute in questo messaggio di posta elettronica e negli eventuali allegati sono riservati e confidenziali e ne è vietata ogni copia, comunicazione e diffusione in qualunque modo eseguite. Qualora Lei non fosse la persona a cui il presente messaggio è destinato La invitiamo ad eliminarlo, dando comunicazione al mittente tramite e-mail di ritorno. **** The information contained in this e-mail and in any enclosures is secret/confidential and the use, the copy, the communication and the diffusion done in any possible way of it is forbidden. In case you are not the person to whom the present message is intended you are kindly requested to destroy it, informing the sender by return e-mail immediately.

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Upgrading from 2.1.4 to 2.2.6 seems to have broken char encoding
by Hiren Joshi 10 Apr '08

10 Apr '08

Before: mysql database (in latin1) shows: RÃ©ponse AutomatisÃ©e OTRS webpage shows: Réponse Automatisée After Upgrade: mysql database (in latin1) shows: RÃ©ponse AutomatisÃ©e OTRS webpage shows: RÃ©ponse AutomatisÃ©e Any thoughts? I noticed en.pm was not updated but I tried en.pm.rpmnew as well. Thanks.

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Re: [otrs] LDAP connection issue!
by Snehal Desai 10 Apr '08

10 Apr '08

We hit another snag. Our Apache crashed and won't restart. We restarted the server and trying other things right now. So, will let you know when everything is back up and running and I try your command. Thanks. ----- Original Message ---- From: Nelson Pereira <npereira(a)protus.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Thursday, April 10, 2008 7:54:41 AM Subject: RE: [otrs] LDAP connection issue! Hi Snehal, Did you try the command I suggested? That would be the first step in order to find out if you can or not connect with the LDAPSEARCH command line. Please provide the output of that command setup with your specific settings to connect. Regards, Nelson Pereira -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klaus Bruno Sent: Thursday, April 10, 2008 8:39 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP connection issue! Hi Snehal Desai can you please give us a little bit more informations about the things you try and the results. it is quite hard to give you some qualified advice if yor answer is simple "no, it did not work..." Do you tried the tipps I gave you on april 9th (attached email)? What was the output? regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Snehal Desai Sent: Thursday, April 10, 2008 2:07 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP connection issue! No, it did not work. Thanks though. ----- Original Message ---- From: Gonzalo Servat <gservat(a)gmail.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Tuesday, April 8, 2008 3:53:15 PM Subject: Re: [otrs] LDAP connection issue! On Tue, Apr 8, 2008 at 4:32 PM, Snehal Desai <coolsd20(a)sbcglobal.net> wrote: All seem to connect. Not sure if this will work, but instead of just the hostname, try: ldap://xxxx.blank.com (or ldaps://xxxx.blank.com depending on your setup) - Gonzalo -----Inline Attachment Follows----- _______________________________________________ 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/ _______________________________________________ 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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