August 2008 - otrs - OTRS mailing lists

OTRS and LDAP help
by Sivakumar ☺ 07 Aug '08

07 Aug '08

Hi All, I need your help very badly. Please help he & solve my problem.. It seems my configuratiopn ok for Integrating OTRS with OPenLDAp But i got the following error, Aug 6 20:04:24 tek OTRS-CGI-10[30120]: [Error][Kernel::System::Auth::LDAP::Auth][Line:248]: Search failed! base='cn=Manager,ou=People,ou=posixGroups,dc=tek,dc=virtual,dc=vps-host,dc=net', filter='(memberUid=test2)', Success Aug 6 20:06:12 tek OTRS-CGI-10[1552]: [Error][Kernel::System::CustomerAuth::LDAP::Auth][Line:238]: Search failed! base='cn=Manager,ou=People,ou=posixGroups,dc=tek,dc=virtual,dc=vps-host,dc=net', filter='(memberUid=vis)', Success please find my Config.pm file in attached, Expecting your reply.. Siva -- Thanks & Regards Siva

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Por donde empezar
by Alejandro Guerra 07 Aug '08

07 Aug '08

Por favor alguien que me pueda dar los pasos a seguir para arrancar el sistema?? La documentación no ayuda mucho saludos

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Changing the subject in the Queue view
by Kevin Rowe 06 Aug '08

06 Aug '08

When I view my open tickets the subject sometimes has nothing to do with the ticket. "Problem with Software" "File not working" Is there any way to change the subject after initial ticket has been open? Regards, Kevin Rowe

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Restrict Visibility to Only Customer Interface
by Vienneau, Jeff 06 Aug '08

06 Aug '08

Hi all, I am trying to setup an otrs system with two separate interfaces (internal and external). I need to have the external interface locked down such that only customer.pl is evident and the others are hidden (404). The external facing system is on its own machine on our DMZ and is pointed at the internal MySQL db. The internal interface is on the same machine as the db. Is there a way to easily prevent users from accessing the other login pages without affecting the customer interface operation? Would it be sufficient security wise to: A) mod_rewrite index.pl to customer.pl B) deny installer.pl, public.pl and rpc.pl Thanks!

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Generic Agent
by Amanda Beyersmith 06 Aug '08

06 Aug '08

Hello all, I have been trying to use the generic agent to change the queue of escalated tickets. In order to do so, I've been editing GenericAgent.pm as it says to do in the manual. I've been looking at the examples in GenericAgent.pm.examples to see how to do so and I'm rather certain that my coding is correct. However, even when I save my changes to GenericAgent.pm, the file doesn't turn up on the Web user interface for the admin. This is the code I have: ========================================================== # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # [name of job] -> send escalation notifications 'Send Escalated Tickets from Level 1 to Level 2' => { Queue => ['Other', 'Under Attack', 'WebUI', 'RE', 'RX', 'rView'], Escalation => 1, # new ticket properties New => { Queue => 'Level 2', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ========================================================== I have also tried taking the exact example that they have in GenericAgent.pm and removing the comments in front of the code lines and I still don't get anything, so I don't think that syntax is the error. Anyone have any ideas as to what could be causing my troubles? Thanks so much, Amanda

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POP3S in OTRS 2.3.1
by sandor lukacs 06 Aug '08

06 Aug '08

Hi everybody! OTRS 2.3.1 supports POP3S. Where do I activate this feature when polling messages from pop.gmail.com. I could not find any POP3S options when defining mail addresses for the PostMaster mail account. Best regards Sandor Lukacs

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Attachment File Size
by vimal pillai 06 Aug '08

06 Aug '08

Hi, Cuurently OTRS allows only attachements upto 500kb .How can i increase the attachement file size. Regards , VKP

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appending to existing ticket
by Christopher Lee 06 Aug '08

06 Aug '08

Hello, After someone emails in and generates a new ticket, they get a response with a ticket number. If the customer then response to that email with the ticket number in the subject it creates a new ticket instead of appending the response to the ticket that was already created. I tried searching the email archives and could not find the answer to this. Maybe I am just not searching on the right words. I guess the first question is should the product do this. If so then where do I look in the configuration to fix it? I have searched now for quite a bit without success. -chrisl -- Christopher M. Lee christopher.lee(a)uboc.com Enterprise Server Engineering ****************************************************************************** This communication (including any attachments) may contain privileged or confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this communication and/or shred the materials and any attachments and are hereby notified that any disclosure, copying, or distribution of this communication, or the taking of any action based on it, is strictly prohibited. Thank you.

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Error after upgrading from 2.2.6 to 2.3.1 (Got no UserID!)
by Henry 05 Aug '08

05 Aug '08

Greetings, After following the upgrade procedure in the UPGRADING file (which seemed to run without a problem), I've hit a snag: If I now browser to http://xxxxx/otrs/index.pl I get the error: "Got no UserID! at /opt/otrs//Kernel/System/LinkObject.pm line 70." I've been scratching around, but nothing jumps out at me. Anyone have an idea what this is about? I'm trying the upgrade out on a test server and would like to resolve this before trying on the production machine. Thanks Henry

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OTRS is slow
by Laurent Minost 05 Aug '08

05 Aug '08

Hi, We are using OTRS 2.2.5 with a MySQL Backend with 4GB of RAM and Xeon 3.06 GHz CPU. Linux Distribution is the latest CentOS 5.1 with kernel 2.6.18-53.1.21.el5 #1 SMP. OTRS is running on Apache httpd-2.2.3-11.el5_1.centos.3 with mod_perl-2.0.2-6.3.el5 and perl-5.8.8-10.el5_0.2 and is having about ~ 4000 tickets in database with 300 customer companies and about 700 customers. Apache and MySQL were tuned the best I can to improve general performance and response time. With all these software and hardware related things, OTRS is by far too slow, overall navigation on the Agent AND Customer interface is slow ( response times of about 1 to 2 seconds for paged display). At this moment, I have no clue/idea about how to make it faster, I would like to try some sort of debugging with tool like Fred but didn't find any documentation how to implement it and makes it work ? By the way, I tried to disculpt some of the component by doing some tests with other software : Apache and MySQL does not seem to be the problem as other PHP applications running on the same server are running fast and smoothly. If anyone is having some ideas or advises on how to debug/find a solution to this problem, I will be glad to read your answers and share OTRS experience with any of you. ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok Thks by advance. Best regards Laurent MINOST

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