March 2009 - otrs - OTRS mailing lists

Database connection problem.
by Mark Hepler 03 Mar '09

03 Mar '09

I must be rather dense here, but I can't seem to work out what I did to cause the initial problem or how to get it fixed. New install of OTRS2 on Debian Lenny with mysql Database I made a simple change in the Config.pm to fix the link sent in the auto response email. I added the following line to config.pm and restarted the otrs2 service +++ $Self->{'FQDN'} = 'helpdesk.wrgservices.com'; +++ I then got a connection error that otrs was unable to connect to the database. ++++ Message: Access denied for user 'otrs'@'localhost' (using password: NO) ++++ I've searched through the mailing list archives and tried several options to resolve the connection issue, but nothing seems to be working for me. Would someone be able to tell me what I am missing ? This is one change I tried.. which seemed to have had no effect. # $Self->{DatabasePw} = $dbpass; $Self->{DatabasePw} = 'otrs'; It is still telling me that otrs is trying to connect to the database with no password.. +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ mysql> SET PASSWORD FOR 'otrs'@'localhost' = PASSWORD('otrs'); Query OK, 0 rows affected (0.00 sec) mysql> GRANT ALL PRIVILEGES ON otrs2.* TO 'otrs'@'localhost' IDENTIFIED BY 'otrs'; Query OK, 0 rows affected (0.00 sec) mysql> SHOW GRANTS FOR 'otrs'@'localhost'; +-------------------------------------------------------------------------------------------------------------+ | Grants for otrs@localhost | +-------------------------------------------------------------------------------------------------------------+ | GRANT USAGE ON *.* TO 'otrs'@'localhost' IDENTIFIED BY PASSWORD '*DC3E1F4ED8E475AF5F198D1F66D8F73B3B4133B3' | | GRANT ALL PRIVILEGES ON `otrs2`.* TO 'otrs'@'localhost' | +-------------------------------------------------------------------------------------------------------------+ 2 rows in set (0.00 sec) +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++=== helpdesk:/etc/otrs/Kernel# cat Config.pm # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; BEGIN { if (-f '/etc/otrs/database.pm') { require '/etc/otrs/database.pm'; if ($dbtype eq 'pgsql') { $dbport ||= '5432'; our $dsn = "DBI:Pg:dbname"; } else { $dbport ||= '3306'; our $dsn = "DBI:mysql:database"; } } } sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) # $Self->{DatabasePw} = $dbpass; $Self->{DatabasePw} = 'otrs'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; $Self->{'FQDN'} = 'helpdesk.wrgservices.com'; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Mar 3 10:58:11 2009 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (14366): Module: Kernel::System::DB::new (v1.75.2.1) Line: 180 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 144 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Any assistance would be greatly appreciated. -- Mark Hepler mhepler(a)wrgservices.com pgp keyserver: pgp.mit.edu

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Ticket subject length
by Ulrich Gøhns 03 Mar '09

03 Mar '09

Hello, Is it possible to change the length of the ticket subject sent in mails? Example: "I am trying to print out, but the printer does not work" it gets "cut off" to "[SR#0000000] New ticket notification! (I am trying to print out [...])" I found an old thread with the same question: http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can't find the files mentioned in one of the replies. Probably an old version of OTRS. The thread is from 2004. Med venlig hilsen / Best regards Ulrich Gøhns

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LDAP auth from different, trusted domains
by CARNINO Daniele (FIAT ITEM) 03 Mar '09

03 Mar '09

Hello, I have a problem in authenticating the agents on differents 2003 Active Directory domain. Let's suppose that DOMAIN1 is in trust with DOMAIN2. This configuration, of course works without hassle: # ---------------------------------------------------- # # DOMAIN 1 authentication for Agents # # ---------------------------------------------------- # $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'subdomain.domain.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'DC=subdomain,DC=domain,DC=com'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'user(a)subdomain.domain.com'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'passwd'; # ---------------------------------------------------- # # DOMAIN 2 authentication for Agents # # ---------------------------------------------------- # $Self->{'AuthModule2'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host2'} = 'anothersubdomain.anotherdomain.com'; $Self->{'AuthModule::LDAP::BaseDN2'} = 'DC=anothersubdomain,DC=anotherdomain,DC=com'; $Self->{'AuthModule::LDAP::UID2'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN2'} = 'anotheruser(a)anothersubdomain.anotherdomain.com'; $Self->{'AuthModule::LDAP::SearchUserPw2'} = 'passwd'; but the drawback is that you need two different users to authenticate on the domains, one in DOMAIN1 userspace and another on DOMAIN2 userspace. What if I want to authenticate users belonging to both domains using only one user, since the domains are in trust?

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FileManager for Customers
by Алексей 03 Mar '09

03 Mar '09

afshar wrote: >>Hi ???????,What job this FileManager is going to do? In the other hand what >>files would be managed with this? My name is Alexey :-) It's simple FileManager, additional plugin for OTRS. Can be installed from http://OTRSHOST/otrs/index.pl?Action=AdminPackageManager After installation FileManager available for Agents by default, but I need him for Customers too. Main job is store files, .odt .pdf .jpg for example. -- С уважением Алексей В. Лесовский ЗАО "Березовский электрометаллургический завод" ЗАО "Уральский завод прецизионных сплавов" системный администратор ОАСУ ICQ: 246016688 !DSPAM:1314,49acc3d153721804284693!

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FileManager for Customers
by Алексей 03 Mar '09

03 Mar '09

Good Day, and sorry my English Please help me, I need FileManager for Customer (read only or writable), what can I do that?? -- С уважением Алексей В. Лесовский ЗАО "Березовский электрометаллургический завод" ЗАО "Уральский завод прецизионных сплавов" системный администратор ОАСУ ICQ: 246016688 !DSPAM:1314,49acb80737583473137490!

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simple newbie question
by B. Cook 02 Mar '09

02 Mar '09

hello all, I am trying to evaluate otrs as a replacement for our aging cerberus install. One key feature that we are looking for (that cerberus does) is when someone submits a ticket (by email) the agent that is responsible for the 'queue' gets that message sent to their email; from there they can reply from their inbox. ex. tom(a)gmail.com sends to support(a)domain.com bob(a)domain.com works with support(a)domain.com, cerberus will send toms email to bob. bob gets an email from support(a)domain.com. bob replies to the message via his desktop mua (that tom sent), cerberus gets a copy of it and forwards to bob. long and the short of it, bob never had to log into the website to check for messages or work with the messages in the queues.. is that possible with otrs? does that have a name? thanks in advance.

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Custom reports
by Sylvain Courtois 02 Mar '09

02 Mar '09

Hi Has anybody already created reports that show the following information : 1) Number of distinct customers (distinct email addresses) who have created a ticket per queue during the last month ? 2) Average number of messages / threads (answers from agents and followups from customers) per ticket per queue during the last month ? 3) Number of phone-tickets (there is no criteria / field to distinguish email-tickets and phone-tickets in the stat module) created per queue during the last month ? Regards, Sylvain

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Message: Module 'HASH(0x3418d60)' not found!
by Erik Zettel 02 Mar '09

02 Mar '09

Hallo list! I get the following error message in syslog while I am logged in the OTRS webinterface. Error message: [...] Message: Module 'HASH(0x3418d60)' not found! [...] For more information please see http://pastebin.com/f3ec7c45d. Anybody know how to solve this problem? System information: OS: Debian Etch Perl: 5.8.8-7etch6 OTRS: 2.0.4p01-18 mod_perl: 2.0.2-2.4 Thanks in advance! Erik -- Zettel IT - Gartenstr. 11 - 09618 Brand-Erbisdorf Inhaber: Erik Zettel - USt-IdNr.: DE251027175 Telefon: 037322-492222 - Telefax: 037322-492424 E-Mail: info(a)zettel-it.de - Web: www.zettel-it.de

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multiple attachments
by Caspar Kennerdale 02 Mar '09

02 Mar '09

Hello Is it possible for a ticket to accept multiple attachments when first raised? It is not uncommon for us to have 3 or 4 files which relate to a ticket, and is probably a bit of a stretch for all of our clients to learn how to use winzip! Caspar Kennerdale ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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