May 2008 - otrs - OTRS mailing lists

otrs fetchmail IMAP/SSL
by Phil Maynard 29 May '08

29 May '08

Hello, I'm setting up OTRS 2.2.6 on OpenSuSE 10.3 and I'm running into trouble trying to retrieve email using IMAP/SSL from exchange 2003 with a self signed certificate. None of the scripts worked for me to capture the certificate but I could get them through openssl s_client, it does return some errors but does seem to connect: /opt/otrs # openssl s_client -connect exch.interviewstream.com:993 CONNECTED(00000003) depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=20:unable to get local issuer certificate verify return:1 depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=27:certificate not trusted verify return:1 depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=21:unable to verify the first certificate verify return:1 --- Certificate chain 0 s:/C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com i:/DC=local/DC=ivs/CN=exch.interviewstream.com --- Server certificate -----BEGIN CERTIFICATE----- MIIFyTCCBLGgAwIBAgIKYSo6bAAAAAAAAjANBgkqhkiG9w0BAQUFADBPMRUwEwYK CZImiZPyLGQBGRYFbG9jYWwxEzARBgoJkiaJk/IsZAEZFgNpdnMxITAfBgNVBAMT GGV4Y2guaW50ZXJ2aWV3c3RyZWFtLmNvbTAeFw0wNzEyMTQxNDE1MTNaFw0wODEy MTQxNDI1MTNaMIGJMQswCQYDVQQGEwJVUzEVMBMGA1UECBMMUGVubnN5bHZhbmlh MRUwEwYDVQQHEwxQaGlsYWRlbHBoaWExHDAaBgNVBAoTE0ludGVydmlld3N0cmVh bSBMTEMxCzAJBgNVBAsTAklUMSEwHwYDVQQDExhleGNoLmludGVydmlld3N0cmVh bS5jb20wgZ8wDQYJKoZIhvcNAQEBBQADgY0AMIGJAoGBAJc37npf/6R4TvKJefC6 WxNfPcW5ZGzlQ1ztLK/+0AdIutxTty7FNgubUvXJr44DW6hHZh4C7GqtTJkOA4xx mNeR2BtW44vfUNRfEAUqw0uAayRXf8eJ7e8xf7dEp333GnHsCUlwRUBzvQj2LgLl uQ7vxgZa5YIUDyds91awrgsBAgMBAAGjggLuMIIC6jAOBgNVHQ8BAf8EBAMCBPAw RAYJKoZIhvcNAQkPBDcwNTAOBggqhkiG9w0DAgICAIAwDgYIKoZIhvcNAwQCAgCA MAcGBSsOAwIHMAoGCCqGSIb3DQMHMBMGA1UdJQQMMAoGCCsGAQUFBwMBMB0GA1Ud DgQWBBQIGtBpF3zK4C7X8IumqFZBMae6bjAfBgNVHSMEGDAWgBQVfbOGENo0FjDb b9EG3A5huVboTjCCARMGA1UdHwSCAQowggEGMIIBAqCB/6CB/IaBumxkYXA6Ly8v Q049ZXhjaC5pbnRlcnZpZXdzdHJlYW0uY29tLENOPWV4Y2gsQ049Q0RQLENOPVB1 YmxpYyUyMEtleSUyMFNlcnZpY2VzLENOPVNlcnZpY2VzLENOPUNvbmZpZ3VyYXRp b24sREM9aXZzLERDPWxvY2FsP2NlcnRpZmljYXRlUmV2b2NhdGlvbkxpc3Q/YmFz ZT9vYmplY3RDbGFzcz1jUkxEaXN0cmlidXRpb25Qb2ludIY9aHR0cDovL2V4Y2gu aXZzLmxvY2FsL0NlcnRFbnJvbGwvZXhjaC5pbnRlcnZpZXdzdHJlYW0uY29tLmNy bDCCASQGCCsGAQUFBwEBBIIBFjCCARIwgbUGCCsGAQUFBzAChoGobGRhcDovLy9D Tj1leGNoLmludGVydmlld3N0cmVhbS5jb20sQ049QUlBLENOPVB1YmxpYyUyMEtl eSUyMFNlcnZpY2VzLENOPVNlcnZpY2VzLENOPUNvbmZpZ3VyYXRpb24sREM9aXZz LERDPWxvY2FsP2NBQ2VydGlmaWNhdGU/YmFzZT9vYmplY3RDbGFzcz1jZXJ0aWZp Y2F0aW9uQXV0aG9yaXR5MFgGCCsGAQUFBzAChkxodHRwOi8vZXhjaC5pdnMubG9j YWwvQ2VydEVucm9sbC9leGNoLml2cy5sb2NhbF9leGNoLmludGVydmlld3N0cmVh bS5jb20uY3J0MA0GCSqGSIb3DQEBBQUAA4IBAQC/ID1MrzL0x85V8sgXMgRDAUac elOAbFIuajva+IpZGa+ykH3XBtMyxHJjELwW9F0B4V2ubYb79U3K/nUH5ToSuTR+ YCbytilBMGTOITbWD0cjKkscIG9C6yJj1zFWDWNbSjiwPOYAufvoryMxdNXju1IR 0zdaQovIOWL3WFuJszudrw2MNSETmvhC4neKbDp+Ow04UtbiMHdKF9cXIAT8YHZA EAZX1lRBY4YV7Xm+kaHsmxSNoUUGUm7/lxMcXmwx8QOQGYKd/RRtdweFm5Pl5u/e PA8E35oYD6k0036rTarD4YVQm/A9K8GcWxoX0AZtRpKP+axvJtvLACQHsse4 -----END CERTIFICATE----- subject=/C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com issuer=/DC=local/DC=ivs/CN=exch.interviewstream.com --- No client certificate CA names sent --- SSL handshake has read 1621 bytes and written 318 bytes --- New, TLSv1/SSLv3, Cipher is RC4-MD5 Server public key is 1024 bit Compression: NONE Expansion: NONE SSL-Session: Protocol : TLSv1 Cipher : RC4-MD5 Session-ID: 680D000049120A3CBA22A7271B499E92FA237656A44885F1873F7F6B36659131 Session-ID-ctx: Master-Key: B26B781A739B77110892DB7CC10FFB137C6FBB5FDADAAAF9C5AC1E11E110C027ABD0F32E 1E6C1334DCCEBB8CFAB8E585 Key-Arg : None Start Time: 1212069984 Timeout : 300 (sec) Verify return code: 21 (unable to verify the first certificate) --- * OK Microsoft Exchange Server 2003 IMAP4rev1 server version 6.5.7638.1 (exch.ivs.local) ready. I saved the cert text into a file in /opt/otrs/.certs/ and when I run /opt/otrs/c_rehash .certs, it does return, cert.pem => xxx.0 file None of the standard .fetchmailrc settings worked but if I modified the file with what worked above and enter it, it shows some errors but it does appear to get the mail from the server. If there is no mail, it does not get any, if I send another message to the server, it will get it the next time I run .fetchmailrc so that seems to be working manually: /opt/otrs/.fetchmailrc poll exch.interviewstream.com protocol IMAP port 993 plugin "openssl s_client -connect exch.interviewstream.com:993 -CApath /opt/otrs/.certs/" user xxxx pass xxx is otrs here and run it manually, opt/otrs # fetchmail -f .fetchmailrc -a fetchmail: WARNING: Running as root is discouraged. depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=20:unable to get local issuer certificate verify return:1 depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=27:certificate not trusted verify return:1 depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=21:unable to verify the first certificate verify return:1 1 message for xxx at exch.interviewstream.com. reading message xxx@exch.interviewstream.com:1 of 1 (740 header octets) (166 body octets) flushed read:errno=0 however it does not show up in otrs and also when I edit the cron job /opt/otrs/var/cron/fetchmail # fetch every 5 minutes emails via fetchmail */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null */5 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null and restart orts, Tail /var/logs/fetchmail shows that it is failing. tail /var/log/fetchmail fetchmail: awakened at Thu May 29 09:53:28 2008 fetchmail: connection to exch.interviewstream.com:imap [208.112.78.239/143] failed: Connection timed out. fetchmail: IMAP connection to exch.interviewstream.com failed: Connection timed out fetchmail: Query status=2 (SOCKET) fetchmail: sleeping at Thu May 29 09:56:37 2008 for 600 seconds It looks like it is using port 143 and not 993 and there are 2 lines in /opt/otrs/var/cron/fetchmail and line 13 does not reference ssl and line 14 does, I tried enabling both and each individually but still the same /var/log/fetchmail message So I have 3 problems, a workaround in .fetchmailrc, when I run it manually, the mail does not show up in otrs and fetchmail cron is misconfigured. I'd really appreciate any help with this, Phil

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Notification Update Web Interface
by DAVAUT Benoit [FR] 29 May '08

29 May '08

Hello All, I have a problem of notification. Fixed in 2.2.5 - (2008/01/14) Fixed bug# 977 - No agent notification for new ticket from webinterface if CustomerGroupSupport is enabled I have a notification for a new ticket, but I didn't notif when the customer update its tickets. Where can I make this configuration? In SysConfig or in a particular file ? Thanks for your help. Best Regards, Benoit DAVAUT

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OTRS on Windows 2000 Server
by Zimmerling, Alexander 29 May '08

29 May '08

Hi everybody, we are planning to use OTRS as our new TroubleTicketSystem. We've installed otrs4win32 during the product-test, without any problems. The live-system is a windows 2000 server with iis5 and ms-sql 2000, which we have to use. Apache and mysql are not an option. I've installed everything following the FAQ and guides from the Forums. I've made it to the login-screen, but instead of the otrs-agent window I just get: Content-type: text/html 'C:\Programme\otrs\bin\cgi-bin\index.pl' script produced no output I need to restart the iis and the login-screen returns until the next try ;). Anyone here having same problems? Kind regards Alex

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Re: [otrs] Need help for configuration
by DAVAUT Benoit [FR] 29 May '08

29 May '08

Benoit DAVAUT -----Original Message----- From: Shawn Beasley [mailto:shawn.beasley@otrs.com] Sent: mercredi 21 mai 2008 22:19 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Need help for configuration Sébastien Prud'homme wrote: > 2008/5/21 DAVAUT Benoit [FR] <benoit.davaut(a)volubill.com>: >> Hello, >> >> >> >> I'm trying to configure OTRS to match up to our needs. But here are the >> problems I have: >> >> >> >> - When a customer opens a new ticket or reply via the web >> interface, we don't receive any notification by email! Where can I set it? >> because I didn't find ... >> > This may be a bug in your version Fixed in 2.2.5 - (2008/01/14) Fixed bug# 977 - No agent notification for new ticket from webinterface if CustomerGroupSupport is enabled I have OTRS v2.2.6 ! And I don't have agent notification for new/reply ticket from webinterface! I don't understand ... there is a parameter to configure this? Thanks for your help.

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LDAP authentication.
by Mike Hoye 28 May '08

28 May '08

Hi, I'm struggling to get customer LDAP authentication working here. I've modified my Config.pm file, adding what I believe to be the correct information: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxx.domain.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=xxxx,dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; (where the stuff there is correct.) I've got an account on my AD server with the appropriate read permissions to users's accounts, since anonymous access is disabled on the domain servers, and I can see that user connecting successfully from my OTRS machine in the AD server logs. But when I try to use the customer login (otrs/customer.pl) I don't see that request hit the domain servers, or even leave the OTRS machine. I see May 28 17:29:33 xxx OTRS-CGI-10[5290]: [Notice][Kernel::System::Auth::DB::Auth] User: mhoye doesn't exist or is invalid!!! in /var/log/user.log, and wireshark doesn't see any mhoye-related LDAP information hitting the domain server. I've logged into OTRS with the provided default account and created new agent accounts already, but I can't seem to get authorize-users-against-LDAP working. The examples in the doc don't seem to be doing it for me, and if somebody could point me in the right direction it would be much appreciated. I'm using Ubuntu(Gutsy), and OTRS was installed via apt. Thanks, - mhoye

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Support Contract Managment
by Agim Cami 28 May '08

28 May '08

Is it possible to manage support contracts inside ORTS? Have somebody tried to do this? BR/Agim

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Contract managment
by Agim Cami 28 May '08

28 May '08

Is it possible to manage support contracts inside ORTS? Have somebody tried to do this? BR/Agim

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Automatic Unlock Ticket After Compose answer
by Go Wow 28 May '08

28 May '08

Hello I want to automatically unlock the ticket once the answer for a ticket is composed and submitted. How do I do it......... anyone?

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disable locking
by Jamie Spence 28 May '08

28 May '08

Hey guys, Quick question, apoligize if it sounds stupid: How do you disable locking in OTRS? Essentially we are using the system as a way to keep a "pool" of issues tracked not have them assigned to specific people. I know I can set them to automatically unlock after 1 min but that seems kind of kludgy. Thanks in advance, Jamie Spence VP Operations, July Systems

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To backends: DB and LDAP configuration problem
by Régis OBERLE 28 May '08

28 May '08

Hello OTRS fans, I'm trying to set up two backends for our customers: internal DB and LDAP Until now, I only had LDAP and it worked fine. To enable internal DB, I added in Config.pm: $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; This allowed me to create users in the Agent interface, but I can't connect on the customer interface with the user created. I also added the following, like described in the doc http://doc.otrs.org/2.2/en/html/x1570.html#multiple-customer-backends: # 1. Customer user backend: DB # (customer user database backend and settings) $Self->{CustomerUser1} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', # Password => '', Table => 'customer_user', }, # customer uniq id CustomerKey = 'login', # customer # CustomerID = 'customer_id', CustomerValid = 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation','first_name','last_name'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { UserSalutation => { 'Mr.' => 'Mr.', 'Mrs.' => 'Mrs.', }, }, }; Of course, LDAP config was renamed: #CustomerUser #(customer user LDAP backend and settings) $Self->{CustomerUser2} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { [...] If someone here has such a working config, can you send it to me so that I can learn how it works and adapt it to my needs ? Thanks and regards, Régis

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