October 2009 - otrs - OTRS mailing lists

otrs on linux, database on MSSQL: Data source name not found, and no default driver specified
by Leonardo Certuche 28 Oct '09

28 Oct '09

Hello list, This is my firt attempt to connect to a MSSQL database from linux so please be patient Our client wants OTRS 2.4.5 on linux but its database on Microsoft SQL Server. I first tried with fedora 11 in which I got install_driver(ODBC) failed so I tried with opensuse 10.3 in which I installed the following packages: perl-DBI-1.58-17 perl-DBD-ODBC-1.14-13 unixODBC-2.2.12-55 Then I modified my Config.pm file with the instructions provided in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=121 After that, I ran /opt/otrs/bin/CheckDB.pl, its output is the following: DBI connect('driver={SQL Server};Server=10.1.1.44,1433;database=DB_Otrs;uid=App_otrs;pwd=pd0tr&228;','otrs',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002)(DBD: db_login/SQLConnect err=-1) at /opt/otrs/Kernel/System/DB.pm line 214 ERROR: OTRS-CheckDB-10 Perl: 5.8.8 OS: linux Time: Wed Oct 28 07:14:01 2009 Message: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002)(DBD: db_login/SQLConnect err=-1) Traceback (17481): Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 Module: CheckDB.pl (v1.22) Line: 53 No database connect! Any help is much appreciated. Thanks in advance, Leonardo Certuche

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New to OTRS
by Jason Dupuy 28 Oct '09

28 Oct '09

Still working on the specifics but I'm stumbling on the email settings. I'm just about ready to go into production, but confused about the email settings. Specifics: OTRS 2.4.5 Installed FAQ package Installed Time package Using SMTP settings. Using POP3 postmaster mail account setting to pull our old help.desk(a)XXX.com emails into the system. I have 3 users (helpdesk technicians) with their own email addresses. They get notifications of tickets as expected. If someone sends a problem to the help.desk(a)XXX.com email account, the OTRS fetches it, pulls it in... we respond.... The email goes out, with the technicians email account... but now, when the person who originated the issue responds, it goes to the technicians email account... which is not fetched. Other than using the postmaster mail account, is there any way to get external emails into the OTRS? Am I making sense at all? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Mission: To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products. Vision: To be the leading procurement organization in promotional products and gift novelties worldwide. Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.

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OTRS Stats - Excluding Time Duration in X State?
by Emma Williams 28 Oct '09

28 Oct '09

Does anyone know of a way to exclude any period that a ticket is in a Pending state (or any other defined state), when running a Resolution Time report? Ideally, we would like to be able to do this using the Stats module within OTRS, but failing that is there another method using SQL? ===================================================================== MSX International | Global Provider of Outsourced Integrated Business Solutions @ www.msxi-euro.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Warning: Although MSX International has taken reasonable precautions to ensure no viruses are present in this email, the company cannot accept responsibility for any loss or damage arising from the use of this email or attachments. We do not accept or send attachments of the type exe, vbs, scr or bat due to the increased virus risk they contain. These types of attachments will be stripped from the message. ===================================================================== Company Registration Numbers: UK, Ireland, Finland, Norway & Denmark - 1949542 Germany & Switzerland - HRB 29505 Germany Techservices - HRB 55978 Sweden - 516402-6832 Sweden AB - 556616-3431 Belgium - N.N.: 0851 412 550 Netherlands - 30210212 Austria - FN 287492H Spain - Italy - 12764340159 France - 444 713 986 00032 Ireland Technical Training Academy - 808746972 Czechia - C 119617

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Queue Management
by Денис Кирин 28 Oct '09

28 Oct '09

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LDAP authentication problem (Urgent)
by Altangerel 28 Oct '09

28 Oct '09

Hi all, Please help me with following problem. I've enabled LDAP authentication for agents. Some of our agents can access to OTRS properly, but some of them cannot access to it. Am sending log entries for that: Also there are 2 types of problem. 1. User authenticated but No user data. Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: [Notice][Kernel::System::Auth::LDAP::Auth] User: user_name (CN=user_name,OU=Internal,OU=DEP,OU=DIV,DC=xxx,DC=com) authentication ok (REMOTE_ADDR: 192.168.1.55). Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'user_name'!!! Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: [Error][Kernel::System::Auth::Sync::LDAP::Sync][Line:261]: Can't create user 'user_name' (CN=user_name,OU=Internal,OU=DEP,OU=DIV,DC=xxx,DC=com) in RDBMS! I think OTRS copies and saves user data from LDAP when user logged into OTRS in first time. But in this case it cannot do that. 2. Cannot search thorough corresponding organizational unit. Oct 28 11:09:19 otrs OTRS-CGI-10[57322]: [Notice][Kernel::System::Auth::LDAP::Auth] User: user_name (CN=USER_NAME,CN=Computers,DC=xxx,DC=com) authentication failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece Oct 28 11:09:19 otrs OTRS-CGI-10[57322]: [Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for 'user_name'! OTRS should search thorough OUs but in this case it cannot. I've checked all data on AD and found no difference between users. So I do not figure out that why some search can go thorough OU (correct) some of them cannot. I have to solve these problems urgently. Also I did not find anything to help for that. Please, help me guys. -- Altangerel Ganbold

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Error "Can't call method "address" on an undefined value at Email.pm line 669"
by Gustavo Montes 27 Oct '09

27 Oct '09

Hi Everyone, I have OTRS configured in such a way that it will dispatch all incoming emails to the selected queue, let's call it queue1. Well, for my testing I used to send emails to the OTRS mail account and click "Run Now!" to dispatch the emails and create the tickets in the OTRS system. Now, I changed the work flow and created a new queue (let's call it queue2). Now incoming emails will be dispatched to this new queue2 so I changed the setting to do so. The problem is that it stopped working. I send the emails and when I click "Run Now!" on that account it gives the following error: *Software error: Can't call method "address" on an undefined value at d:/PROGRA~1/OTRS/OTRS//Kernel/System/Email.pm line 669* That only happens when I send incoming emails to the new queue. If changed the OTRS mail account to dispatch incoming emails to the original queue (queue1) it works just fine. Any ideas??? Thanks! Gustavo

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pgsql 8.4 and reply-to
by Mariano Mara 27 Oct '09

27 Oct '09

Actually they are two different questions: 1- Has anyone got OTRS running with Postgres 8.4? I have it with 8.3 and it's working great but there are these new windowing functions in pgsql 8.4 that would help me a lot to build some reports and I kinda would like to upgrade. Before trying it out in my test server, thought it would be a good idea to ask. 2- Is there a way to set a reply-to address (a different one from the one the sender) as the system address in the queues? I couldn't find an easy option to do so. TIA, Mariano

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Re: [otrs] Problem with authenticating Active Directory via LDAP - working ok
by Dejan Miklavcic 27 Oct '09

27 Oct '09

I must thank a lot Shawn Beasley for great video@YouTube (http://www.youtube.com/watch?v=ZwODnB5L5lM&feature=related) altangerel , thanks for working example ! These two helped me to make LDAP on Suse work with Active Directory on Win2k3 server. rgds & cheers

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Diagram of the database of OTRS 2.4.5
by Rodrigo Correa 27 Oct '09

27 Oct '09

Hello, I wonder where I get a design diagram of the database of OTRS 2.4.5. I need to know what are the relationships between tables to create some querys. Tks, Rodrigo _________________________________________________________________ Acesse seu Hotmail de onde quer que esteja através do celular. Clique aqui. http://www.windowslive.com.br/celular/home.asp?utm_source=MSN_Hotmail&utm_m…

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How to re-open a ticket that was closed by mistake
by Agustin de Landa Gil 27 Oct '09

27 Oct '09

Hello, Is there a way to reopen a Ticket that was closed by mistake. Thanks, Agustín.

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