July 2009 - otrs - OTRS mailing lists

upgrade problems with 2.4.1
by Glossop, Andrew 30 Jul '09

30 Jul '09

I've just upgraded from 2.3.4 to 2.4.1. The new dashboard, and support for HTML is great! Generally everything is working, but I can't use queue view. I get this error: Can't use an undefined value as an ARRAY reference at D:/OTRS/otrs//Kernel/Modules/AgentTicketQueue.pm line 237. This happens with the URL http://10.127.16.12/otrs/index.pl?Action=AgentTicketQueue OTRS is running on a Windows 2003 server, using Apache 2.2, Perl 5.8.8, and MySQL 5.0.37 I suspect that it's a configuration issue, but I'm not sure where to look. Any help will be very appreciated. Kind Regards, Andrew Glossop

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How to use "Recovery New Password" and "Registration" when using both LDAP and Local Authentication
by Hien HUYNH HUU 30 Jul '09

30 Jul '09

Dear all, I wonder when I use both of authentication ways: LDAP and Local, the customer and index webpage disables "Recovery New Password" and "Registration" functions on these pages although I checked LostPassword and Registration are allowed in my core. Please help me to solve this problem. Best regards, Huu Hien

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Migrating database to SQL
by Brad Gayler 30 Jul '09

30 Jul '09

We currently have a MySQL install on a Windows 2003 server. I am wanting to migrate the database to a dedicated SQL Server (Release 5) and am wondering what the correct and least painful method of doing that is. Does anyone have experience doing this? Brad

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Errors after package install
by Robby Garon 29 Jul '09

29 Jul '09

Has anyone encountered these errors after installing a package? System configuration: OTRS 2.4.2 - running mod-perl 2, .set permissions run , all modules accounted after running ./otrs.CheckModules Cent OS 5.2 Apache 2 SQL Server 2005 - (Network packets set to 20 megs) This is what is displayed on the webpage when I click on support assessment or package manager now after I installed package file manager not properly closed tag 'File' this is what I get when I try to install another package via the command line tool opm.pl opm.pl -a install -p /opt/packages/Survey-1.1.7.opm ERROR: OTRS-opm-10 Perl: 5.8.8 OS: linux Time: Wed Jul 29 15:23:36 2009 Message: C-Parser: no element found at line 42, column 1713, byte 4096 at /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/XML/Parser.pm line 187 ! Traceback (12295): Module: Kernel::System::XML::XMLParse (v1.83) Line: 1295 Module: Kernel::System::Package::PackageParse (v1.103) Line: 1549 Module: Kernel::System::Package::RepositoryList (v1.103) Line: 170 Module: Kernel::System::Package::_PackageFileCheck (v1.103) Line: 2075 Module: Kernel::System::Package::PackageInstall (v1.103) Line: 398 Module: ./opm.pl (v1.32) Line: 343 ERROR: OTRS-opm-10 Perl: 5.8.8 OS: linux Time: Wed Jul 29 15:23:36 2009 Message: XML::Parser produced errors. I use XML::Parser::Lite as fallback! Traceback (12295): Module: Kernel::System::XML::XMLParse (v1.83) Line: 1296 Module: Kernel::System::Package::PackageParse (v1.103) Line: 1549 Module: Kernel::System::Package::RepositoryList (v1.103) Line: 170 Module: Kernel::System::Package::_PackageFileCheck (v1.103) Line: 2075 Module: Kernel::System::Package::PackageInstall (v1.103) Line: 398 Module: ./opm.pl (v1.32) Line: 343 Anyone have any ideas? Robby Garon Systems Analyst Shift Networks

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Using OTRS 2.4.1 with Internet Explorer
by Walter Casarino 29 Jul '09

29 Jul '09

Hi all, Access with internet explorer (6-8) to the customer interface(customer.pl) seems to crash the apache daemon. The server is running with the 2.4.1 package for Wndows. My server configuration is: OS: Windows XP SP3 (32 Bit) Database: MySQL Its like the bug 4051, but I don't know how solve STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM: ================================================== When accessing the customer interface, and/or any ticket shown there, the apache will crash with the following line [Fri Jul 24 09:59:26 2009] [error] [client xxx.xxx.xxx.xxx] (20024)The given path is misformatted or contained invalid characters: Cannot map GET /otrs/$Env%7B%22Baselink%22%7DAction=CustomerTicketSearch&Subaction=OpenSear chDescriptionTicketNumber HTTP/1.1 to file [Fri Jul 24 09:59:27 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Firefox and other browsers don't seem to be effected.

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AuthModule::LDAP and certs
by Mauricio Tavares 29 Jul '09

29 Jul '09

I would like to be able to authenticate agents against our LDAP server. In example 11-7, we see a nice setup to pull agents info (username and password at the very least, I assume), but we have it setup to do ldap with tls and certificates. Is there an option in AuthModule::LDAP that allows me to provide the cacert?

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Hiccup with setting up ldap Auth
by Rory 29 Jul '09

29 Jul '09

Hi, I've gotten otrs up and running (on IIS6 with mysql 5.1 and Activeperl 5.10). I've attempted to set up ldap authentication with Active Directory for Agent users. The config seems to have gone reasonably well except for this error I get when I try to log in; Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid Do I need to sync my AD to the OTRS DB? I think I read the how-to doc for that somewhere. The otrs.log file gives the following; ================= [Wed Jul 29 13:16:50 2009][Notice][Kernel::System::Auth::LDAP::Auth] User: roryc (CN=Rory Clerkin,OU=Users,OU=IT,OU=Departments,DC=<domain>,DC=com) authentication ok (REMOTE_ADDR: <IP_Address>). [Wed Jul 29 13:16:50 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'roryc'! [Wed Jul 29 13:16:50 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'roryc'! [Wed Jul 29 13:16:50 2009][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'roryc'!!! ================= And the otrs.log.error gives the following; ================= ERROR: OTRS-CGI-63 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 29 13:16:50 2009 Message: No UserID found for 'roryc'! Traceback (5476): Module: Kernel::System::User::UserLookup (v1.93) Line: 680 Module: Kernel::System::Auth::Auth (v1.41) Line: 196 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 192 Module: F:\wwwroot\otrs-2.4.1\bin\cgi-bin\index.pl (v1.88) Line: 49 ERROR: OTRS-CGI-63 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 29 13:16:50 2009 Message: No UserID found for 'roryc'! Traceback (5476): Module: Kernel::System::User::UserLookup (v1.93) Line: 680 Module: Kernel::System::Auth::Auth (v1.41) Line: 258 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 192 Module: F:\wwwroot\otrs-2.4.1\bin\cgi-bin\index.pl (v1.88) Line: 49 ================== I was able to create a user for ldap lookups in the otrs DB before I added the ldap auth config and this user exists in AD using the same credentials. With this user I can log into the system as they're in both AD and the OTRS DB it seems. So do I have to sync AD to the otrs DB? It would seem kinda strange if I did. I think that pretty much defeats the purpose of having an ldap login because I've no longer got a central point of administration. What would happen if I added a new user to AD? Any help would be hugely appreciated, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie

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No Tickets Display in QueueView after Upgrade to 2.4 (+ITSM)
by Patrick Lynch 29 Jul '09

29 Jul '09

Hi, I performed an upgrade today from OTRS 2.3 with ITSM 1.2 to OTRS 2.4 with ITSM 1.3 using the Upgrade guide. Following the upgrade, I can no longer see any tickets displayed under the QueueView. I can see the correct queue titles and ticket counts but if I click into the queues, no listing of tickets is displayed. The status view works fine and I have the new options for the types of view within status view. I did some investigating and found in the logs that the system was trying to load a template file called AgentTicketQueueTicketView.dtl but as part of the upgrade, this file was deleted. I understand that this file was removed between the 2.3 and 2.4 releases of OTRS and shouldn't exist. When I replaced the file (AgentTicketQueueTicketView.dtl) from the rpmsave version, I do get a listing of tickets in QueueView but i'm sure its not the correct fix for this problem. Bulk actions (important for me) can't work with this old template. Has anybody else seen a behaviour like this? Any assistance would be greatly appreciated! Thanks for yer help! Patrick.

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otrs file permissions problem
by Mohamed-Amine Kadimi 29 Jul '09

29 Jul '09

Hello all, I installed OTRS from source on a light Debian and ran the SetPermissions.sh like this: /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs www-data www-data www-data However, when I first log on to OTRS I have this error message: Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! I know I can solve this manually by giving the right permissions to the Kernel/Config/Files folder which is currently owned by the userID 500 and the group 'Users', but I have some other questions: First, Is there any risk if I type this command, to make the user otrs (and group www-data) own all the stuffs under /opt/otrs/ and to be sure there will never be a permission problem in the future: # chown -R otrs.www-data /opt/otrs Then, I think the fact that the files under /opt/otrs/ are owned by userID 500 and group 'users' is due to the OTRS source files having been developed and packaged under another distribution which have these userID and group name. But in Debian, there is no userID 500, and the group 'users'has no member, so maybe this is the source of the permission problem! Am I correct? In that case my first question would make sense. _________________________________________________________________ Share your memories online with anyone you want. http://www.microsoft.com/middleeast/windows/windowslive/products/photos-sha…

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Re: [otrs] [OTRS] New ticket Agent notifications
by Don Gillaspie 29 Jul '09

29 Jul '09

More information on the lack of notification to queue members on a new ticket. In Config.pm we set $Self->{'Debug'} = 5; and now in the otrs.log I see: [Wed Jul 29 09:31:47 2009][Error][Kernel::System::Ticket::HistoryTypeLookup][5622] No TypeID for Customer Contact found! [Wed Jul 29 09:31:47 2009][Error][Kernel::System::Ticket::HistoryAdd][5664] Need HistoryTypeID! How can I get rid of these errors? ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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