June 2011 - otrs - OTRS mailing lists

how to run GenericAgent from the command line?
by Roald Hopman 06 Jun '11

06 Jun '11

Dear all, I want to be able to make GenericAgent run jobs from the commandline. This is because I want more scheduling flexibility than the webinterface offers. This is on OTRS 3.0.7 on Ubuntu 10.04.2 LTS This is what I'm trying : sudo -u otrs /opt/otrs/bin/otrs.GenericAgent.pl -c "Kernel::Config::GenericAgentTerugkeervoorbeeld" When I run this command I just get the prompt back. What am I doing wrong ? here's the content of /opt/otrs/Kernel/Config/GenericAgentTerugkeervoorbeeld : ================================= # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2001-2010 OTRS AG, http://otrs.org/ # -- # $Id: GenericAgent.pm.dist,v 1.14 2010/12/03 09:58:00 bes 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. # -- package Kernel::Config::GenericAgent; use strict; use warnings; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = qw($Revision: 1.14 $)[1]; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # [name of job] -> send escalation notifications # 'send escalation notifications' => { # Escalation => 1, # # new ticket properties # New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # }, # }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) 'terugkeervoorbeeld' => { TicketNumber => '2011052001000029', New => { State => 'new', Lock => 'unlock' }, }, ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ============================================== Thank you very much in advance! Roald Hopman Open Source Consultant Technical Account Manager Industrial TSI

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Problem with creating of a bew CI class
by Markus Moj 06 Jun '11

06 Jun '11

Hello, I have a little problem. I need to create a new CI class. When I create an empty class I always geht tree inpute fields. *Name: *Deployment State: *Incident State: But I need a complete empty one to create the class I need to. Any suggestions how to solve this problem? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 DE-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password
by "LQ Marshall" 06 Jun '11

06 Jun '11

* Check password cache doesn't have multiple references... Firefox doesn't fill the user name and password if you have multiple names and passwords stored for a website (domain). If the user name field is not empty then you may need to use the Delete key to clear the user name field and then the Down key should open the drop down list. * Doesn't seem to be an OTRS Issue... This doesn't seem to be an OTRS problem. OTRS does not use javascript for the user login & unless you've modified the site code the browser password save feature works. If I may suggest that you take a look at... http://kb.mozillazine.org/Password_only_filled_after_entering_user_name ... if the above isn't helpful. Last suggestion is to check with a Mozilla support group. gl ----- Original Message ----- From:Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> To:"User questions and discussions about OTRS." <otrs(a)otrs.org> Sent:6/4/2011 4:20 Subject:[Spam] Re: [otrs] Firefox does not remember otrs agent password On Sat, Jun 4, 2011 at 6:50 AM, "LQ Marshall" <qmarshall(a)inetspace.net> wrote: > Did you verify that firefox has not been told to not remember passwords for OTRS; I've never had trouble settomg FF to remember userpasses. -LQ > I was not clear enough. Firefox remembers a password (I can see in a preferences), but it does not autofill it. --------------------------------------------------------------------- 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

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How to replicate OTRS on another machine when attachments are getting stored in FS
by Amit Sharma 04 Jun '11

04 Jun '11

Hi, I have OTRS 2.4.7 working successfully on Linux box from past 1 year. MySQL was configured in replication mode and the DB was getting successfully replicated when the attachments were begin stored in DB. Of late I have moved to FS for attachments and from them on replication has started giving trouble. I get the following error at mysql prompt: Last_SQL_Error: Error 'Table 'ticket' is marked as crashed and should be repaired' on query. Default database: 'otrs'. Query: 'UPDATE ticket SET escalation_response_time = '0' WHERE id = '101233'' My questions are: 1. Is the above issue related to DB being changed to FS for attachments? 2. How to I ensure sync of var/article on realtime basis. 3. Is there any other option of having realtime copy of OTRS so that in case primary servers crashes, the backup server takes over as primary almost immediately. (Earlier it was working fine and it used to get switched to backup server almost immediately. This was done thru cron scripts) regards, Amit Sharma Thanks and Regards, Amit Sharma

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Re: [otrs] 3.0.8 SetPermissions.pl: ownerships/permissions problem after running
by Charles 04 Jun '11

04 Jun '11

On 01/06/11 18:16, otrs-request(a)otrs.org wrote: > Date: Wed, 01 Jun 2011 17:46:55 +0530 > From: Charles<otrs(a)catcons.co.uk> > Subject: [otrs] 3.0.8 SetPermissions.pl: ownerships/permissions > problem after running > To:otrs@otrs.org > Message-ID:<4DE62DB7.7090307(a)catcons.co.uk> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hello:-) > > Sorry -- I accidentally sent the earlier mail as HTML so am resending in > plain text. > > After using 3.0.7's UPGRADING instructions to upgrade from 3.0.7 to > 3.0.8 (fromotrs-3.0.8.tar.gz), the OTRS logon page displayed "the > browser you are using is too old". /var/log/apache2/error.log pointed > to an OTRS permissions problem. Solution found :-) Step 5 of /opt/otrs/UPGRADING includes: shell> cd /opt shell> tar -xzf otrs-x.x.x.tar.gz shell> ln -s otrs-x.x.x otrs After which I ran root@system:/opt# cd /opt/otrs/ \ && bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs \ --web-user=www-data --web-group=www-data /opt/otrs When /opt/otrs is a symlink, the File::Find's find subroutine does not descend the directory pointed to. The solution (for 3.0.8) was to run root@system:/opt# cd /opt/otrs/ \ && bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs \ --web-user=www-data --web-group=www-data /opt/otrs-3.0.8 Best Charles

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Re: [otrs] Firefox does not remember otrs agent password
by "LQ Marshall" 04 Jun '11

04 Jun '11

Did you verify that firefox has not been told to not remember passwords for OTRS; I've never had trouble settomg FF to remember userpasses. -LQ ----- Original Message ----- From:Frank Thommen <frank.thommen(a)gmx.net> To:"User questions and discussions about OTRS." <otrs(a)otrs.org> Sent:6/3/2011 16:33 Subject:Re: [otrs] Firefox does not remember otrs agent password Marius Vaitiekunas wrote: > Hello, > > As you can see in a subject, firefox does not remember otrs agent > password. Chrome does. Anybody know, how to change this behavior? > Thank You. It's anyway always best if passwords are remembered by humans and not by software :-) frank --------------------------------------------------------------------- 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

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Firefox does not remember otrs agent password
by Marius Vaitiekunas 03 Jun '11

03 Jun '11

Hello, As you can see in a subject, firefox does not remember otrs agent password. Chrome does. Anybody know, how to change this behavior? Thank You. -- mv

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Customer -> New Ticket, filter queue based on ticket type
by niklas.johansson＠knowit.se 03 Jun '11

03 Jun '11

Hello! In the Customer Web -> New Ticket I want the queues to be filtered based on what ticket type the customer has selected. I have managed to get the similar thing to work where the service list is filtered based on what queue the customer chose, but this on I stay without luck so far. Here is my ACL: ---------------- # Filter Queues $Self->{TicketAcl}->{'ACL-Customer-Ticket-9'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, }, # hide the queues's for types PossibleNot => {Queue => ['[RegExp]::','[RegExp]^*'] } }; $Self->{TicketAcl}->{'ACL-Name-10'} = { # match properties Properties => {Frontend => {Action => ['CustomerTicketMessage']}, # current ticket match properties Ticket => { Type => ['RfC'] }, }, Possible => { Queue => ['[RegExp]^Change Queue Several Nines'] }, }; ---------------- The queues are never hidden and not filtered after ticket type has been chosen. Please advice. Thanks in advance! Regards, Niklas

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Re: [otrs] Firefox does not remember otrs agent password
by "LQ Marshall" 03 Jun '11

03 Jun '11

I've had similar things occur in the past. I deleted the saved paswords from the browser, exited and the re-saved them. Ding:-) gl -LQ ----- Original Message ----- From:Matas <mseimys(a)vtex.lt> To:otrs@otrs.org Sent:6/3/2011 4:36 Subject:Re: [otrs] Firefox does not remember otrs agent password On 06/03/2011 10:55 AM, Marius Vaitiekunas wrote: > Hello, > > As you can see in a subject, firefox does not remember otrs agent > password. Chrome does. Anybody know, how to change this behavior? > Thank You. > Same problem here:) I could just add a note, that Firefox DOES remember password, but it DOES NOT autofill it to form, so you have to manually add it each time you try to log in as Agent. However, on customer login screen, this works like a charm. What could be the issue and how to fix it? -- Matas --------------------------------------------------------------------- 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

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Permission denied errors on index.pl in admin section
by Jefferson Davis 03 Jun '11

03 Jun '11

Various items will not allow access any longer since migrating to 3.0.x, I've run the otrs.SetPermissions script multiple times, no joy. No problems getting at sysconfig, but editing/deleting queues, responses, etc are blocked with " You don't have permission to access /otrs/index.pl on this server." Interestingly I AM able to add new, just can;t edit or delete. WTH? I now have an issue with new ticket notifications being duplicated. Where else can I look? We are running/forcing to https via apache redirect, if thaht's germain, though I've also tried it in http and same results, so I am kind of discounting THAT as the issue. I'm somewhat open to doing a fresh install, migrating only the agent and customer LDAP stanzas from my 2.x config, but would prefer to NOT go through that effort if possible. Checked the DB permissins as well, the otrs user has full rights to the entire DB. apache error logs have been inconclusive. I really like this system but upgrading/moving it could be easier. -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

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