August 2012 - otrs - OTRS mailing lists

Re: [otrs] Google Authenticator for OTRS?
by Rob Mitchell 27 Aug '12

27 Aug '12

Looks like there is a PAM module for it, but I've never implemented anything like this before. Doesn't look like it would be that hard. http://code.google.com/p/google-authenticator/

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Google Authenticator for OTRS?
by Rob Mitchell 27 Aug '12

27 Aug '12

We use Google Authenticator to provide two-factor authentication to email and a number of Android and Google Apps. Google Authenticator is very similar to SecurID in terms of end user experience - the Google Authenticator app runs on your smartphone and Google sends an authentication code out every minute which is used to authenticate to Google Mail and third-party apps. Apps and browsers get to save a cookie which allows them to be remembered for 30 days or until cookies are cleared. Adding two-factor authentication to OTRS seems a good idea - has anyone looked at the published API and code examples for Google Authenticator as a way to provide 2-factor authentication to OTRS sites? Rob M.

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cron jobs syntax
by brianmortonb2b-atwork＠yahoo.dk 25 Aug '12

25 Aug '12

The cron jobs that script bin/Cron.sh tries to insert implicitly depends on the platform having Paul Vixie's cron because it use the slash syntax for repeating ranges. Many Unix/Linux platforms use this cron, but not all. I suggest to make this a little more portable. Example: Instead of writing: */20 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null then bite the bullet and do: 0,20,40 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null Yes, I know it looks ugly but it will make OTRS more portable. Lastly not all cron's support the 'crontab filename username' syntax. However they all support the 'crontab filename' syntax meaning that in order to be truly portable you have to change the script so that it MUST be executed as the OTRS user himself, not as root. A small price to pay for portability. Brian

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get rid /otrs/index.pl
by Adi Ariyanto 22 Aug '12

22 Aug '12

I want get rid /otrs/index.pl, based on http://forums.otterhub.org/viewtopic.php?f=60&t=9329, every step I have follow but I get error root@ticketing:~# /etc/init.d/apache2 restart Syntax error on line 56 of /etc/apache2/sites-enabled/otrs.conf: Invalid command 'PerlResponseHandler', perhaps misspelled or defined by a module not included in the server configuration Action 'configtest' failed. The Apache error log may have more information. failed! My apache error log Fri Jul 27 14:07:46 2012] [notice] caught SIGTERM, shutting down Any idea? ________________________________ This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.

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upgrade version otrs
by Leon Carrasco, Daniel 22 Aug '12

22 Aug '12

Hi everybody, Someone updated the version of OTRS from 3.1.5 to 3.1.8. The true is I am really new in this platform, and I cannot find a mini how-to. Us can help me? Best Regards, Daniel León C. Administrador de Sistemas Las Condes - Santiago de Chile +562 340 7015

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GenericAgent and Fulltext-search
by Бутенин Андрей 22 Aug '12

22 Aug '12

Hello! Sorry for bad English. I have a trouble with GenericAgent and Fulltext-search in article. I need search some text, "2011 year", for example. I entered *2011 year* in Ticket Filter, and see "0 Tickets affected!" as result of search. Of course, I have tickets with "2011 year" in text – search from TICKETS->Search shows my tickets. MySQL logs contains this: SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON sq.id = st.queue_id INNER JOIN article art ON st.id = art.ticket_id WHERE 1=1 AND (((art.a_body LIKE '%2011' ) AND (art.a_body LIKE 'year%' ) )) LIMIT 60000 How can I use GenericAgent with normal text search? OTRS version 3.1.7+dfsg1-2 from Debian-testing.

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Migrate OTRS from windows to linux.
by Steven Carr 21 Aug '12

21 Aug '12

So in the /opt/otrs/Kernel/Config/Defaults.pm file you must have some filesystem references from the Windows system. You will need to go through the file and update them to the linux paths. For what it's worth, Kernel/Config/Defaults.pm should *never* be edited (it does say so at the top of the file, though yes even I have manually edited things in this as it's easier than trying to figure out how to put part of an array into Kernel/Config.pm - just means you have to watch out on upgrades incase your custom options get wiped out). So I would probably grab a fresh copy of the Kernel/Config/Defaults.pm from the OTRS source bundle, then do a diff and see what you have in yours that is different to the source one. Steve On 21 August 2012 10:50, Israel Garcia <iga3725(a)yahoo.com> wrote: > Hi Steve, > > I have done all steps talked in this thread but when run this two scripts > see he error: > > [root@otrs2 var]# /opt/otrs/bin/otrs.RebuildConfig.pl > ERROR: Can't read C:/ARCHIV~1/OTRS/OTRS/RELEASE: No such file or directory > This file is needed by central system parts of OTRS, the system will not > work without this file. > Died at /opt/otrs/Kernel/Config/Defaults.pm line 2183. > > [root@otrs2 var]# /opt/otrs/bin/otrs.DeleteCache.pl > ERROR: Can't read C:/ARCHIV~1/OTRS/OTRS/RELEASE: No such file or directory > This file is needed by central system parts of OTRS, the system will not > work without this file. > Died at /opt/otrs/Kernel/Config/Defaults.pm line 2183. > > I think it's reading a file from the windows server... any idea on how to > solve this... > > Thanks tons.. >

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Can't send e-mail replies after upgrade to 3.1.2
by Gadow, Shawn 21 Aug '12

21 Aug '12

Every time I try to send an e-mail reply to a ticket I receive the following error.. This was working prior to the upgrade to 3.1.2 Any help would be appreciated Error Message: Impossible to send message to: berickson(a)ocusd.net, . Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Fri Aug 3 08:49:27 2012 Message: Impossible to send message to: alarsen(a)ocusd.net, . Traceback (4452): Module: Kernel::System::Ticket::Article::ArticleSend (v1.309) Line: 2180 Module: Kernel::Modules::AgentTicketCompose::Run (v1.161) Line: 736 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Re: [otrs] Migrate OTRS from windows to linux.
by Israel Garcia 21 Aug '12

21 Aug '12

Thanks Steve, it's working now... I'm going to make some tests and if it's OK, and I'll send the list the steps I used for this migration, maybe it's useful for other people in the future..;) ________________________________ De: Steven Carr <sjcarr(a)gmail.com> Para: Israel Garcia <iga3725(a)yahoo.com> Enviado: Martes 21 de agosto de 2012 12:01 Asunto: Re: [otrs] Migrate OTRS from windows to linux. So in the /opt/otrs/Kernel/Config/Defaults.pm file you must have some filesystem references from the Windows system. You will need to go through the file and update them to the linux paths. For what it's worth, Kernel/Config/Defaults.pm should *never* be edited (it does say so at the top of the file, though yes even I have manually edited things in this as it's easier than trying to figure out how to put part of an array into Kernel/Config.pm - just means you have to watch out on upgrades incase your custom options get wiped out). So I would probably grab a fresh copy of the Kernel/Config/Defaults.pm from the OTRS source bundle, then do a diff and see what you have in yours that is different to the source one. Steve On 21 August 2012 10:50, Israel Garcia <iga3725(a)yahoo.com> wrote: > Hi Steve, > > I have done all steps talked in this thread but when run this two scripts > see he error: > > [root@otrs2 var]# /opt/otrs/bin/otrs.RebuildConfig.pl > ERROR: Can't read C:/ARCHIV~1/OTRS/OTRS/RELEASE: No such file or directory > This file is needed by central system parts of OTRS, the system will not > work without this file. > Died at /opt/otrs/Kernel/Config/Defaults.pm line 2183. > > [root@otrs2 var]# /opt/otrs/bin/otrs.DeleteCache.pl > ERROR: Can't read C:/ARCHIV~1/OTRS/OTRS/RELEASE: No such file or directory > This file is needed by central system parts of OTRS, the system will not > work without this file. > Died at /opt/otrs/Kernel/Config/Defaults.pm line 2183. > > I think it's reading a file from the windows server... any idea on how to > solve this... > > Thanks tons.. >

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Migrate OTRS from windows to linux.
by Israel Garcia 21 Aug '12

21 Aug '12

Hello First, I have searched a lot on how to make this but no success. We want to migrate our lovely OTRS 3.0 from a windows server to a new CentOS 6 linux server. I have installed the same version of OTRS (3.0) on the linux side as well as the same version of iTSM. Both servers has the same version of OTRS's software. I have made a dump of the database on the windows side to a sql file. But, not sure if I have to: - Drop database on the linux side and import the sql file from the windows server. - Overwrite this files in the linux server. * Kernel/Config.pm * Kernel/Config/GenericAgent.pm * Kernel/Config/Files/ZZZAuto.pm * var/* - Export Setting on ADMIN/SysConfig TAB on the windows and imported on the ADMIN/SysConfig TAB on the linux side. Is it enough to make the migration? Thanks much! Regards Israel.

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