March 2010 - otrs - OTRS mailing lists

Radius Authentication
by Alessandro d'Ambrosio 29 Mar '10

29 Mar '10

Hi, I've Upgraded my OTRS to 2.4.7 version but when a try to call my customer users login page I obtain this error message: Software error: Can't locate Authen/Radius.pm in @INC (@INC contains: ../../ C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib C:/Program Files/OTRS/OTRS/bin/cgi-bin/../.. C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib C:/PROGRA~1/OTRS/StrawberryPerl/perl/site/lib . C:/Program Files/OTRS/OTRS/bin/cgi-bin/../.. C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/System/CustomerAuth/Radius.pm line 18. BEGIN failed--compilation aborted at ../..//Kernel/System/CustomerAuth/Radius.pm line 18. For help, please send mail to the webmaster ( <mailto:webmaster@somenet.com> webmaster(a)somenet.com) giving this error message and the time and date of the error. In C:\Program Files\OTRS\OTRS\Kernel\System\CustomerAuth\Radius.pm I've added: use lib 'C:\Perl\site\lib\Authen'; but it doesn't work. With the previous version (2.3.4) it worked Help me, please. Thanks, Alessandro

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How can I show CustomerFirstName on the dashboard
by Richard Bartlett 29 Mar '10

29 Mar '10

Hi, I'm running OTRS 2.4.7 on Windows Server 2003 SP2 with the customer back end pointing to an LDAP directory on Active Directory. Everything is working (searching and authenticating customers) but I can't work out how to show the customer first name on the dashboard. I can show CustomerID (their email address) and CustomerUserID (their sAMAccountName) but I can't get any other name fields to work. The users are logging calls via email and they're not generally logging in at the moment, but I presume if I can display the customer name in AgentTicketSearch results then it should be possible to access these from the dashboard. I've tried UserFirstname, CustomerFirstname and Firstname and in each case nothing displays. Any ideas how I can do this? Regards -- Richard Bartlett (Computer Officer) University of Cambridge Institute of Continuing Education, # 01223 (7)46240

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Re: [otrs] cron daemon problem (OTRS 2.4.7 and ITSM 1.3.2)
by Guillaume Rehm 29 Mar '10

29 Mar '10

Hi, Do /etc/init.d/otrs restart to load your cron modifications. Le 25/03/2010 18:06, Raul Orav a écrit : > > Hi, > > I have installed OTRS 2.4.7 and ITSM 1.3.2 on Linux Debian Vserver > machine. Everything works very well but i have some problems > assosiated with cron. > > I think i have not enough knowledge to make something about it – maybe > someone could help. Thank you! > > Because some reasons i receive e-maisl from Cron Daemon: > > Subject: Cron <otrs@.....> test -x $HOME/bin/PostMasterPOP3.pl && > $HOME/bin/PostMasterPOP3.pl > /dev/null > > And content: > > DBI connect('database=otrs;host=localhost;port=3306;','otrs',...) > failed: Access denied for user 'otrs'@'localhost' (using password: NO) > at /usr/share/otrs/Kernel/System/DB.pm line 203 > > ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Thu Mar 25 18:50:01 2010 > > Message: Access denied for user 'otrs'@'localhost' (using password: NO) > > Traceback (3082): > > Module: Kernel::System::DB::new (v1.75.2.1) Line: 180 > > Module: /usr/share/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 73 > > Got no DBObject! at /usr/share/otrs/Kernel/System/PID.pm line 69, > <PRODUCT> line 4. > > And similar e-mails with subject like „Cron <otrs@.....> test -x > $HOME/bin/DeleteSessionIDs.pl && $HOME/bin/DeleteSessionIDs.pl > --expired > /dev/null“ and.... „........ test -x > $HOME/bin/GenericAgent.pl && $HOME/bin/GenericAgent.pl -c db > /dev/null“ > > I have commented out cron jobs from /opt/otrs/var/cron files (i saw no > need for them at the moment) and i have restarted Cron.sh with otrs > user privileges, and also done with root privilegesx /etc/init.d/cron > restart – but somehow emails doesn’t stop coming J. Also I have > restarted this vserver (vserver otrs restart) several times – just in > case J > > *Cron infomation(down this email is modules info also):* > > otrs:/opt/otrs/bin# su otrs > > otrs:/opt/otrs/bin$ crontab -l > > # -- > > # cron/aaa_base - base crontab package > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: aaa_base.dist,v 1.7 2009/02/16 20:35:25 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # Who gets the cron emails? > > MAILTO="info(a)visioline.ee" > > # -- > > # cron/fetchmail - fetchmail cron of the OTRS > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: fetchmail.dist,v 1.10 2009/02/16 20:53:10 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # fetch every 5 minutes emails via fetchmail > > #*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> > /dev/null > > #*/5 * * * * /usr/bin/fetchmail -a --ssl >> /var/log/otrs_fetchmail.log > > # -- > > # cron/generic_agent - GenericAgent.pl cron of the OTRS > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: generic_agent.dist,v 1.12 2009/02/16 20:53:10 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # start generic agent every 20 minutes > > # see oskab töid ringi jaotada > > #*/20 * * * * $HOME/bin/GenericAgent.pl >> > /var/log/otrs_GenericAgent.log > > # > > # example to execute GenericAgent.pl on 23:00 with > > # Kernel::Config::GenericAgentMove job file > > #0 23 * * * $HOME/bin/GenericAgent.pl -c > "Kernel::Config::GenericAgentMove" >> /var/log/otrs_GenericAgent23.log > > # > > # -- > > # cron/generic_agent - GenericAgent.pl cron of the OTRS > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: generic_agent-database.dist,v 1.8 2009/02/16 20:55:11 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # > > # start generic agent every 10 minutes > > # see oskab töid ringi jaotada > > #*/10 * * * * $HOME/bin/GenericAgent.pl -c db >> > /var/log/otrs_GenericAgent-database.log > > # > > # -- > > # cron/pending_jobs - pending_jobs cron of the OTRS > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: pending_jobs.dist,v 1.11 2009/02/16 20:55:11 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # check every 120 min the pending jobs > > #45 */2 * * * $HOME/bin/PendingJobs.pl >> /var/log/otrs_PendingJobs.log > > # > > # -- > > # cron/postmaster - postmaster cron of the OTRS > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: postmaster.dist,v 1.9 2009/02/16 20:55:11 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # check daily the spool directory of OTRS > > #10 0 * * * * [ -e /etc/init.d/otrs ] && /etc/init.d/otrs cleanup >> > /dev/null; [ -e /etc/rc.d/init.d/otrs ] && /etc/rc.d/init.d/otrs > cleanup >> /dev/null > > #10 0 * * * $HOME/bin/otrs.cleanup >> /var/log/otrs_postmaster.log > > # -- > > # cron/postmaster_mailbox - postmaster_mailbox cron of the OTRS > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: postmaster_mailbox.dist,v 1.2 2009/02/16 20:55:11 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # fetch emails every 10 minutes > > */1 * * * * $HOME/bin/PostMasterMailbox.pl >> > /var/log/otrs_PostMasterMailbox.log > > # -- > > # cron/rebuild_ticket_index - rebuild ticket index for OTRS > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: rebuild_ticket_index.dist,v 1.9 2009/02/16 20:55:11 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # just every day > > # 01 01 * * * $HOME/bin/RebuildTicketIndex.pl >> > /var/log/otrs_RebuildTicketIndex.log > > # -- > > # cron/session - delete old session ids of the OTRS > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: session.dist,v 1.11 2009/02/16 20:55:11 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # delete every 120 minutes old/idle session ids > > # 55 */2 * * * $HOME/bin/DeleteSessionIDs.pl --expired >> > /var/log/otrs_DeleteSessionIDs.log > > # -- > > # cron/unlock - unlock old locked ticket of the OTRS > > # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ > > # -- > > # $Id: unlock.dist,v 1.10 2009/02/16 20:55:11 tr Exp $ > > # -- > > # This software comes with ABSOLUTELY NO WARRANTY. For details, see > > # the enclosed file COPYING for license information (AGPL). If you > > # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. > > # -- > > # unlock every hour old locked tickets > > # 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> > /var/log/otrs_UnlockTickets.log > > otrs:/opt/otrs/bin$ > > *Modules info:* > > otrs:/opt/otrs/bin$ ./otrs.checkModules > > o CGI............................ok (v3.49) > > o Date::Pcalc....................ok (v1.2) > > o Date::Format...................ok (v2.22) > > o DBI............................ok (v1.609) > > o DBD::mysql.....................ok (v4.013) > > o Digest::MD5....................ok (v2.39) > > o Crypt::PasswdMD5...............ok (v1.3) > > o LWP::UserAgent.................ok (v5.834) > > o Encode::HanExtra...............Not installed! (Optional - > Required to handle mails with several Chinese character sets.) > > o IO::Scalar.....................ok (v2.110) > > o IO::Wrap.......................ok (v2.110) > > o MIME::Base64...................ok (v3.09) > > o Mail::Internet.................ok (v2.04) > > o MIME::Tools....................ok (v5.427) > > o Net::DNS.......................ok (v0.66) > > o Net::POP3......................ok (v2.29) > > o Mail::POP3Client...............ok (v2.18 ) > > o IO::Socket::SSL.............Not installed! (Optional - for > POP3 SSL connections) > > o Net::IMAP::Simple..............ok (v1.17) > > o Net::IMAP::Simple::SSL......Not installed! (Optional - > Required for SSL connections.) > > o Net::SMTP......................ok (v2.31) > > o Authen::SASL................ok (v2.12) > > o Net::SMTP::SSL..............Not installed! (Optional - > Required for SSL/SMTPS connections.) > > o Net::LDAP......................ok (v0.40) > > o GD.............................ok (v2.39) > > o GD::Text....................ok (v0.86) > > o GD::Graph...................ok (v1.44) > > o GD::Graph::lines............ok (v1.15) > > o GD::Text::Align.............ok (v1.18) > > o PDF::API2......................ok (v0.73) > > o Compress::Zlib..............ok (v2.024) > > o SOAP::Lite.....................Not installed! (Optional - > Required for the SOAP interface.) > > o XML::Parser....................ok (v2.36) > > Thank you! > > Regards, > > Raul > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Syste`me d'Information (RSSI) Bibliothe`que Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Acknowledge by Agent Email
by Wan-Mohamad-Yusoff, Wan-Mohamad-Azren 29 Mar '10

29 Mar '10

Hi, I'm trying to setup the PostMaster Filter so that an agent can acknowledge a ticket via email due to the strict SLA being setup (15 Minutes - First Response Time). I followed the instructions given from the following thread (http://www.mail-archive.com/otrs@otrs.org/msg26141.html) but have no luck. What I'm trying to achieve is that whenever a new ticket comes into the queue, agent will be notified via email. Agent with mobile devices, that can't get into the OTRS web interface can simply reply to that email and the ticket gets lock to his account and status changed from New to Open. Below are my configurations: Filtername: Acknowledge by Agent Email Stop after match: No Match: Subject: New ticket notification! #Agent received notification of a new ticket via email. They then reply the email to acknowledge the ticket. X-OTRS-FollowUp-ArticleType: email internal X-OTRS-FollowUp-SenderType: agent Set: X-OTRS-FollowUp-State: open X-OTRS-FollowUp-Lock: lock What happen is that the replied email from agent was treated as a customer (email-external). Any help is much appreciated. Thank you. Best regards, aZrEn

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Integration OTRS CMDB - LDAP
by Mohd Fariz Bin Hashim 29 Mar '10

29 Mar '10

Hi, Could someone tell me whether this integration between CMDB and LDAP exist or not. I would like to fetch information about Config Item (CI) inside Active Directory. Thanks.

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Follow up by subject
by Jesus Peña Martinez 29 Mar '10

29 Mar '10

Hi, everyone. Let me explain our scenario. We use OTRS to manage an internal mailbox where employees could send requests or questions. Then it could happen there are several messages about the same issue arriving to the mailbox before one agent replies. All these messages hasn't got any ticket number. For example: employee1 sends message1 to: employee2, employee3 and otrs address employee2 replies message1 to employee1, employee3 and cc:otrs address (the subject will be Re: message1) otrs agent replies Re: message1 ticket to employee1, employee2, employee3 (the subject will be [Ticket#xxxxxx] Re: message1) (this example causes two tickets in our otrs system) I've not seen a solution to this problem so I've introduced a modification in CheckFollowUp routine in Kernel/System/PostMaster.pm module for aggregate messages from different customers about the same subject in one ticket: sub CheckFollowUp { [...] # There is no valid ticket number in the subject. if ($Subject =~ /(?:Re: |Rm: |Rv: |Fwd: )+(.+)/i) { my @TicketIDs = $Self->{TicketObject}->TicketSearch( Result => 'ARRAY', Limit => '1', Title => "%$1%", UserID => $Self->{PostmasterUserID}, Permission => 'ro', ); if ( @TicketIDs ) { my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $TicketIDs[0] ); return ( $Ticket{TicketNumber}, $TicketIDs[0] ); } } # Try to find ticket number in References and In-Reply-To header. [...] I've checked it and it works well! What do you mean about this method? Have you got some better way to achieve this? Thank you.

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Help needed in OTRS Notification
by Silver springs 27 Mar '10

27 Mar '10

Hello, I have a question in OTRS Notification Event. Basically I have setup a Notification Event to send an email response to the customer when ever a ticket is completed and closed by the system. My company has about 4 domains which are setup with OTRS. Essentially, when any customer's ticket in these 4 domains is closed, it should send a notification to the customer and specify that particular domain to which the customer is associated with. So, my question here is how do I embed domain name in the notification event text so that the customer receives a response to contact that particular domain to which he is associated with. Can anybody of you help me here . Your help is greatly appreciated. Thanks Winter

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Stopping Out of office messages
by Marretta, Rosanna 26 Mar '10

26 Mar '10

Hi, Is there any way to stop the 'out of office' messages being emailed back into the system? Thanks, Rosanna

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Can we hide the close button for ticket Responsible Agent.
by ramana 26 Mar '10

26 Mar '10

Hi Team, Is there a way to hide the close button for ticket Responsible Agent. Regards, Ramanacharyv Team-IT.

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How can I download OTRS::ITSM 2.0 package for installing?
by masood ramezani 26 Mar '10

26 Mar '10

I implement OTRS in many corporations in iran. now I want to upgrade ITSM module to version 2. How can I download OTRS::ITSM 2.0 package for installing? When this version will release?

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