August 2009 - otrs - OTRS mailing lists

Recording of the articles database for filesystem
by Rodrigo Correa 04 Aug '09

04 Aug '09

Good afternoon, How do I change the mode of recording of the articles database for filesystem? Thanks, Rodrigo Corrêa _________________________________________________________________ Emoticons e Winks super diferentes para o Messenger. Baixe agora, é grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

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A few confused questions
by Mauricio Tavares 04 Aug '09

04 Aug '09

First of all, /etc/cron.d/otrs does not seem to be working. My test was to send an email to the account I setup otrs to retrieve email from. If I run PostMasterMailbox.pl manually, it will retrieve the email. But it is not being executed by cron. The only thing I did to the otrs cron file was to change the time between mail checks from 10 to 5 minutes. Right now it has a few test emails sitting on the queue but they are been cheerfully ignored. Any suggestions for why that is happening? Also, where does it store the info used to configure the mail accounts you setup using Preferences->PostMaster Mail Account (chapter 5.13 in the manual)? Would it be in the otrs database? How do you setup a queue to send back an email acknowledging it has received an email? I have associated an email to a queue but do not seem to figure out how to make it send that initial "Hey, we got your email request and now will think about it" message.

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Disabling HTML Rendering in TicketZoom
by Mike Sweetser - Adhost 04 Aug '09

04 Aug '09

Hello, Is there a way to disable displaying of HTML in the ticket zoom view? For security purposes we don't want to display rendered HTML from mails. Thank You, Mike Sweetser

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Users cannot select a customer using Customer User Management
by Raymond Melzer 04 Aug '09

04 Aug '09

I noticed a weird issue in OTRS. When signed in as someone with RW Admin rights, I am able to click the "Customer" link next to Options and pick a customer using the Customer User Management window. However, when signed in as a user the window comes up with "Internet Explorer cannot display the webpage". This seems to be a permissions issue, but I cannot figure out where that parameter is, even after looking all through SysConfig and trying to grant all permissions shy of "RW" for admin. Does anyone have any ideas? -Raymond

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Mail relay on windows
by Rory 04 Aug '09

04 Aug '09

Hi, I'm having lots of trouble getting outbound e-mails to work on a windows setup. I have the system reading in mails from IMAP. But when I try to send an e-mail reply to a ticket I keep getting the error "553 The Sender is Spoofed" I'm trying to use the windows SMTP service through IIS. Is this error coming from IIS or is it coming from OTRS? Has anybody gotten this working before? Do I just need to tell OTRS not to check e-mail address syntax? Any help would be hugely appreciated. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie

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OTRS 2.4.1 Links in agent notifications are not clickable links
by Stager, Ken 04 Aug '09

04 Aug '09

Greetings, I have OTRS 2.4.1 install and mostly configured with the exception of one issue. When a notification goes out to an agent user, such as that for a New Ticket, a Queue Change and the like, what should be a clickable link back to the system and ticket is displayed as plain text and NOT as a clickable link. For example: http://myserver.mydomain.myorg/otrs/index.pl?Action=AgentZoom&TicketID=xxx is NOT clickable. This works fine an older install (2.2.2) that is in production. I've compared the lines in the notification forms that specify this and they look identical: 2.2.2: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> 2.4.1L <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> So my question is two-fold: 1: Is there a way to get this working correctly in 2.4.1? I see a bug issue for this when using Thunderbird as an email client, but we are using Outlook/OWA with Exchange 2003 on the backend. 2. If item one can not be done, what is the path to update from 2.4.1 to 2.4.2 while keeping the already established configurations of users, free text settings and such. This install is on Windows 2003 Server Std SP2, using IIS 6.0, ActivePerl 5.10.0.1005 and MS SQL 2005 for the database. Thanks

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selecting themes
by Glossop, Andrew 04 Aug '09

04 Aug '09

An interesting issue, not specific to 2.4.2 but hilighted when I upgraded. I'm tired of having to create a new theme every time I upgrade, so this time I didn't bother. This resulted in errors for most users, as the selected theme no longer existed. Would be nice if instead of getting an error, the system just used the default theme. I changed the config for user preferences, so that they couldn't select a theme. I thought this would force it to use the default theme. but no, they still get the same error. perhaps the code could be changed so that it doesn't try to load a different theme if it's not allowed. should I enter these comments into bugzilla instead of emailing to the list? what's the usual practice here? Kind Regards, Andrew Glossop

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OTRS LDAP Agent Authentication
by David Holder 04 Aug '09

04 Aug '09

Hi Chaps, I'm trying to authenticate agents on my OTRS implementation (OTRSforwin) by adopting the LDAP template like so: (Windows Server 2003 Active Directory domain controller) ########## Start of LDAP Config ########## # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'myserver.domain.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS_Agents,ou=OTRS Admins,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Searcher,ou=OTRS LDAP Searcher,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'myotrspassword'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; Output from Log File: [Mon Aug 3 19:51:40 2009][Notice][Kernel::System::Auth::LDAP::Auth] User: David Holder (CN=David Holder,OU=IT,DC=domain,DC=local) authentication ok (REMOTE_ADDR: 127.0.0.1). [Mon Aug 3 19:51:40 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'David Holder'! [Mon Aug 3 19:51:40 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'David Holder'! [Mon Aug 3 19:51:40 2009][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'David Holder'!!! Does anyone have any ideas what is wrong with my config? Your help is most appreciated. David

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commercial support
by Glossop, Andrew 04 Aug '09

04 Aug '09

Just had an email from OTRS offering commercial support. The prices are eye-wateringly expensive, so I wonder what other options there are, if any. It seems that I can ask a question here for free. Of course without any obligations of a reply. But if I want to pay for asking questions, it's almost $300 per email (bronze package is $1470 for 5 requests) Does anyone else provide support for less than $300 per email? Kind Regards, Andrew Glossop

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OTRS upgrade from 2.3 to 2.4 errors
by Lakshan Fernando. 04 Aug '09

04 Aug '09

Hi, I successfully upgrade otrs 2.3.4 to otrs 2.4.2 but when i login to otrs i'm getting following erros under my error log, i have attached the log for your reference, does any one know how to fix them up or still those are known bugs under OTRS 2.4.2 version. Lakshan

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