January 2011 - otrs - OTRS mailing lists

Postmaster error
by Marco Vannini 21 Jan '11

21 Jan '11

Hi all, I don't know what could have been happened but I'm experiencing a Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE Delivery Status Notification*/ at /home/otrs//Kernel/System/PostMaster/Filter/Match.pm wherever Postmaster runs (manually or scheduled) and then it leave a dirty record in process_id (it seems) does anyone had a similar problem ? what could I check ? (I've checked all the postmasterfilter but I can find any strange thing on them: is there a way to know what is eventually the troubling filter if this is the problem ? ) Thank you in advance. MV

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Errors when user is logging
by Marius Vaitiekunas 21 Jan '11

21 Jan '11

Hi, I am getting error when users are logging: [Error][Kernel::Output::HTML::LayoutAJAX::JSONQuote][212] Need Data! Everything looks working fine, but i can't understand what this error means. Versions: otrs-2.4.9, itsm-2.1.1, perl-5.12.2, apache-2.2.16, mysql-5.0.5.1, gentoo linux Thank You for help! -- mv

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Problem with OTRS 3.0.5 and SOAP::Lite: 500 internal server error
by Peter Eckel 21 Jan '11

21 Jan '11

Hi, I have a very annoying problem with OTRS and the SOAP::Lite interface. I have an instance of OTRS running which I used SOAP to connect to, everything works just fine. The base operating system is CentOS 5.5, OTRS version is 3.0.5 and SOAP::Lite is installed in version 0.710.10 (since 7.12 is not supported according tootrs.CheckModules.pl). I use SOAP::Lite (same version) on a monitoring system to create and retrieve tickets from OTRS. As said before, this all runs perfectly well. Now I set up another system from scratch for a demo. Same OS version, latest patches, same SOAP::Lite version, same OTRS version ... all relevant parts seem to be identical. With one exception: Accessing OTRS via SOAP does not work at all. On the client side, I just get a '500 internal server error', on the server side there is exactly nothing in the error_log of httpd, nothing in OTRS's system log, and just the following in the Apache access log: 172.16.40.101 - - [20/Jan/2011:11:44:07 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:45:30 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:45:32 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:47:21 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:51:13 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:51:21 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:51:22 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:11:51:22 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:12:08:41 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" 172.16.40.101 - - [20/Jan/2011:12:08:52 +0100] "POST /otrs/rpc.pl HTTP/1.1" 500 638 "-" "SOAP::Lite/Perl/0.710.10" ... which is not very enlightening. I restarted the httpd, rebooted the server - nothing changes. One difference: OTRS has been set up without mail access on the demo system, since there is no mail server in the demo environment. Tickets are only opened by the monitoring system, never by mail, and there also should be no notifications. Has anyone seen that before? Apart from that, OTRS runs fine. The output of otrs.CheckModules.pl: [root@neos-otrs1 bin]# ./otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.22) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................Not installed! (Optional - Required for stats) o GD::Text....................Not installed! (Optional - Required for stats.) o GD::Graph...................Not installed! (Optional - Required for stats.) o GD::Graph::lines............Not installed! (Optional - Required for stats.) o GD::Text::Align.............Not installed! (Optional - Required for stats.) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.50) o JSON::PP....................ok (v2.27103) o JSON::XS....................Not installed! (Optional - Install it for faster AJAX/JavaScript handling.) o LWP::UserAgent.................ok (v2.033) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................Not installed! (Optional - Improves performance on Apache webservers with mod_perl by establishing persistent database connections.) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.29) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS::ButMaintainedok (v0.13_01) o Net::LDAP......................Not installed! (Optional - Required for directory authentication.) o PDF::API2......................Not installed! (Optional - Required for PDF output.) o Compress::Zlib..............ok (v2.033) o SOAP::Lite.....................ok (v0.710.10) o Text::CSV......................ok (v1.21) o Text::CSV_PP................ok (v1.29) o Text::CSV_XS................Not installed! (Optional - Optional, install it for faster CSV handling.) o XML::Parser....................ok (v2.34) What did I miss? Is there any way to increase the verbosity of the system log? Cheers, Peter.

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3.0.4 -- corruption of attachments?
by Marc Strapetz 21 Jan '11

21 Jan '11

When forwarding an email with with one ZIP attachment (16307 bytes, exported from Thunderbird), OTRS creates an email with two attachments of the same name, (9997 bytes and 4443 bytes). Is this a known problem? Thanks! -- Best regards, Marc Strapetz ============= syntevo GmbH http://www.syntevo.com http://blog.syntevo.com

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Re: [otrs] Agent LDAP Authentication with OTRS
by Sridhar Reddapani 21 Jan '11

21 Jan '11

Hi Nils, I made changes suggested by you, still getting "Login failed! Your username or password was entered incorrectly. " error and below error in https error_log ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jan 21 11:48:42 2011 Message: No UserID found for 'otrsuser1'! Traceback (4422): Module: Kernel::System::User::UserLookup (v1.111) Line: 746 Module: Kernel::System::Auth::Auth (v1.49) Line: 216 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 201 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 This is what I had on Config.pm now, ######LDAP CONFIG ###### $Self->{AuthModule} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.56.130'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=sridhar,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrs,ou=groups,dc=sridhar,dc=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'CN'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://192.168.56.130'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=sridhar, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'otrs', ]; ######END OF LDAP CONFIG ####### Sorry, I didn't understand what you mean by Sync? Can I sync ldap to DB manually? If so could you please point me how to do that? Thanks, Sridhar.. ----- "Nils Leideck" <nils.leideck(a)leidex.net> wrote: > Ok, here we go ... > In the Auth Module (not the Sync one), you said Access Attr is uid, that is correct, but the Config does search for the Attribut member with a value of the CN of the user who tries to login. > So just change the Access Attr. to CN and memberUID to member ... this should at least solve the issue for the authentication ... Next one is the Sync if it doesn’t work directly ;-)) > Cheers, Nils > > > > > > > > > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project > On 20.01.2011, at 23:45, Sridhar Reddapani wrote: > > ----- "Nils Leideck" < nils.leideck(a)leidex.net > wrote: > > Ok, additional questions: > > 1. Did you setup the Auth Sync Module? > I had this config part in my Config.pm file, Is that what I need to setup Auth Sync Module? > > $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; > $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://192.168.56.130'; > $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=sridhar, dc=com'; > $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; > $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { > UserFirstname => 'givenName', > UserLastname => 'sn', > UserEmail => 'mail', > }; > $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ > 'otrs', > ]; > > > 2. Did you create the user manually in the agent database already? > No, I am expecting users will be synced from LDAP to DB. Am I correct? > > 3. Please post LDIF of otrs access group > > dn: cn=otrs,ou=groups,dc=sridhar,dc=com > objectClass: groupOfNames > cn: otrs > description: otrs group > member: uid=otrsuser,ou=people,dc=sridhar,dc=com > member: uid=otrsuser1,ou=people,dc=sridhar,dc=com > member: uid=otrsuser2,ou=people,dc=sridhar,dc=com > member: uid=otrsuser3,ou=people,dc=sridhar,dc=com > structuralObjectClass: groupOfNames > entryUUID: 02781f06-b6fc-102f-9d31-d59e94f85bc7 > creatorsName: cn=Manager,dc=sridhar,dc=com > createTimestamp: 20110118030846Z > entryCSN: 20110119031235Z#000000#00#000000 > modifiersName: cn=Manager,dc=sridhar,dc=com > modifyTimestamp: 20110119031235Z > > 4. Did you take care of case sensitive for config values? > Yes. > > Thanks Again, > Sridhar.. > >

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Re: [otrs] Agent LDAP Authentication with OTRS
by Sridhar Reddapani 20 Jan '11

20 Jan '11

----- "Nils Leideck" <nils.leideck(a)leidex.net> wrote: > Ok, additional questions: > 1. Did you setup the Auth Sync Module? I had this config part in my Config.pm file, Is that what I need to setup Auth Sync Module? $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://192.168.56.130'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=sridhar, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'otrs', ]; 2. Did you create the user manually in the agent database already? No, I am expecting users will be synced from LDAP to DB. Am I correct? 3. Please post LDIF of otrs access group dn: cn=otrs,ou=groups,dc=sridhar,dc=com objectClass: groupOfNames cn: otrs description: otrs group member: uid=otrsuser,ou=people,dc=sridhar,dc=com member: uid=otrsuser1,ou=people,dc=sridhar,dc=com member: uid=otrsuser2,ou=people,dc=sridhar,dc=com member: uid=otrsuser3,ou=people,dc=sridhar,dc=com structuralObjectClass: groupOfNames entryUUID: 02781f06-b6fc-102f-9d31-d59e94f85bc7 creatorsName: cn=Manager,dc=sridhar,dc=com createTimestamp: 20110118030846Z entryCSN: 20110119031235Z#000000#00#000000 modifiersName: cn=Manager,dc=sridhar,dc=com modifyTimestamp: 20110119031235Z 4. Did you take care of case sensitive for config values? Yes. Thanks Again, Sridhar..

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Agent LDAP Authentication with OTRS
by sridhar.reddapani＠arcs.org.au 20 Jan '11

20 Jan '11

Hi, I am trying to make otrs integrate with openldap for agent authentication. My ldap allows anon query and I can query ldap from otrs without any problems I had this in Config.pm ######LDAP CONFIG ###### $Self->{AuthModule} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.56.130'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=sridhar,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrs,ou=groups,dc=sridhar,dc=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://192.168.56.130'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=sridhar, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'otrs', ]; ######END OF LDAP CONFIG ####### If I try to login with ldap user, I am getting " Login failed! Your username or password was entered incorrectly. " Error message. I can see below log in apache error_log ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jan 19 13:52:16 2011 Message: No UserID found for 'otrsuser1'! Traceback (6751): Module: Kernel::System::User::UserLookup (v1.111) Line: 746 Module: Kernel::System::Auth::Auth (v1.49) Line: 216 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 201 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Am I missing anything? should AuthSyncModule module automatically sync all users in otrs group to mysql? In my case I still have only two users I have initially created in mysql database users table. Any help is much appreciated. Thanks, Sridhar..

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ERROR: can't locate OptionStrgHashRef - workaround
by Steve Durbin 20 Jan '11

20 Jan '11

Just installing otrs 3.0.5 into our test system, and found that this error occurs in a number of modules where they’ve not been upgraded yet. Changing the keyword to BuildSelection will work around some of them, and at least allow you to logon. One big issue is if you had AgentTicketSearchProfile on, then you can’t logon because of the error and you also get a corrupt menu when you do. If you can, switch this *off* before starting the upgrade. If you’ve already got stuck for this, then this workaround worked for us: 1. Stop service 2. Edit Kernel/Config/Files/ZZZAuto.pm and remove the lines: $Self->{'Frontend::NavBarModule'}->{'1-Ticket::TicketSearchProfile'} = { 'Block' => 'ItemSearchProfile', 'Description' => 'Search-Template', 'MaxWidth' => '40', 'Module' => 'Kernel::Output::HTML::NavBarTicketSearchProfile', 'Name' => 'Search-Template' }; 3. Restart the service. This allows you to get in and upgrade the various modules. Note that the template search is now a built-in option on all searches. Hope this is helpful, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk ________________________________ E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Update/relookup customer informations after changing backend from Database to LDAP?
by Frank Thommen 19 Jan '11

19 Jan '11

Hi, I switched my customer backend from "Databse" to "LDAP". Most new tickets are now created with the correct customer information. However the old tickets still show no customer information, even though I've corrected all CustomerIDs manually. How can one tell OTRS (v 3.0.3) to refresh/relookup the customer information for a sepcific or all tickets? Since not all customers send their requests with the email address that is registered in LDAP, I'll have to do that regularly in the future. Hopefully that is possible at all Cheers frank

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Re: [otrs] [Ticket#2010122342009598] can't open developer doc
by Min Never 19 Jan '11

19 Jan '11

Hi Martin, Great, I can read the new file. Thank you! - Never 2011/1/19 ((otrs)) Dev-Support <dev-support(a)otrs.com>: > Hi Never, > > thank you for your hint. The issue is fixed now, the manual is accessible > again. > > Best regards, > Martin Gruner > > vielen Dank für Ihre Anfrage an die OTRS AG. > > 23.12.2010 10:39 (+1) - Min Never schrieb: > Dear All, > > I can not open this document, may I ask who has the same problem with me? > ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/2.4/en/pdf/otrs_developer_boo… > > but 3.0 is OK: > ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/3.0/en/pdf/otrs_developer_boo… > > i'm using Ubunut 8.04, thanks. > > > - Never > --------------------------------------------------------------------- > 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 > > > > > Mit freundlichen Grüßen / Regards, > > Martin Gruner > > -- > > OTRS AG > > Norsk-Data-Straße 1 > > D-61352 Bad Homburg > > > > T: +49 (0) 6172 681988 0 > > F: +49 (0) 9421 56818 18 > I: http://www.otrs.com/ > > Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, > USt-Nr.: DE256610065 > Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann > > Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: > http://www.otrs.com/ >

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