March 2013 - otrs - OTRS mailing lists

UPDATE -- Upgrade from 3.0 to 3.1 - DB Migration fails after step 5
by Bean, Scott 21 Mar '13

21 Mar '13

Sending this out again with some new information: **UPDATE** I was able to get our test machine upgraded by commenting out steps 1 through 5 in the DBUpgrade-to-3.1.pl script after it times out. Then I had to comment out lines 6 through 8 after the script timed out again (after step 8 ). Then the script would finish. I don't think anything was corrupted, but when I migrate production I really don't want to comment out code. I have tried increasing every timeout value I can think of both in Apache on the OTRS box and in MySQL on the DB machine. Does anyone have an idea for what timeout is causing the error below? ________________________________ I am attempting to run the DBUpgrade-to-3.1.pl script and get as far as step 5. After it finishes going through our rather large database (100000+) everything after step 5 fails. I saw another post where someone had the same error as me, and they mentioned increasing their mysql timeout. Anyone know what and where exactly needs to be changed so I can finish the upgrade? Here is the error I get: Migrated ticket 102000 of 102282 (with Free fields data). Migrated ticket 102100 of 102282 (with Free fields data). Migrated ticket 102200 of 102282 (with Free fields data). Migrated 102282 tickets of 102282 (with Free fields data). done. Step 6 of 24: Migrate article free fields to dynamic fields... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 109 Free fields were deleted, migration is already done! done. Step 7 of 24: Verify if ticket data was successfully migrated... DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 117 Free fields were deleted, migration is already done! done. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT freekey1, freetext1, freetime1 FROM ticket' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 417 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 478. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT a_freekey1, a_freetext1 FROM article' Traceback (30197): Module: main::_IsFreefieldsMigrationAlreadyDone (v1.85) Line: 422 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 125 Step 8 of 24: Verify if article data was successfully migrated... Free fields were deleted, migration is already done! done. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs-3.1.11/Kernel/System/DB.pm line 618. ERROR: OTRS-DBUpdate-to-3.1-90 Perl: 5.8.8 OS: linux Time: Wed Jan 30 10:42:53 2013 Message: MySQL server has gone away, SQL: 'SELECT id, name, field_order FROM dynamic_field ORDER BY field_order, id' Traceback (30197): Module: Kernel::System::DynamicField::DynamicFieldList (v1.56.2.2) Line: 695 Module: main::_MigrateFreeFieldsConfiguration (v1.85) Line: 1095 Module: ./DBUpdate-to-3.1.pl (v1.85) Line: 139 Can't use an undefined value as a HASH reference at ./DBUpdate-to-3.1.pl line 1100. Step 9 of 24: Migrate free fields configuration... Thanks, Scott Bean IS Planning & Projects Washington State University scott_bean(a)wsu.edu [cid:image001.gif@01C96A96.DC53D510]<https://mcp.support.microsoft.com/profile/Pinter> This communication may contain privileged, non-public or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you.

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Schedule
by Luchtman, Kurt 21 Mar '13

21 Mar '13

I know I can have OTRS auto assign tickets, but is there a way for me to put a agents work schedule in so that OTRS takes into account the schedule and their current load? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

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"Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."
by Marty Hillman 20 Mar '13

20 Mar '13

I have Googled and screwed around with Config.pm for hours. The configuration is creating agents in the database appropriately, but it is not creating users in the customer database. I am using this as in internal system only, so there is no outside access. I want any user to be able to use their AD credentials to log on. If there is not an account in OTRS, it should create one for them. Anyone have any thoughts on what I am overlooking? Here is my /opt/otrs/Kernel/Config.pm. I copied and pasted from several Google results and modified for my own information. It does validate the password is correct for the customer, but does not add them to the database if they don't exist. # ---------------------------------------------------- # # http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_a… # # ---------------------------------------------------- # # This is an example configuration for using an MS AD backend $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '172.16.10.21'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com'; $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 OTRS_Agents to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # Bind credentials to log into AD $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; # 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'} = ''; # 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, }; # Now sync data with OTRS DB $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '172.16.10.21'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # ---------------------------------------------------- # # Customer authentication section # # ---------------------------------------------------- # $Self->{'SecureMode'} = '1'; # The name to be used for this server when constructing URLs in email $Self-> {'FQDN'} = 'otrsdev.domain.com'; #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.16.10.21'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = ''; # $Self->{'AuthModule::LDAP::Die'} = 1; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '172.16.10.21', BaseDN => 'DC=domain,DC=com', async => 0, port => 389, sscope => 'sub', timeout => 120, version => 3, UserDN => 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com'; UserPw => 'password', }, # Unique customer key/id CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # ---------------------------------------------------- #

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Customer Notification on Owner Change
by Karsten Becker 20 Mar '13

20 Mar '13

Hi, I would like to send out an email to the customer if the supporter gets owner of the ticket. I found some manuals, but they don't seem to work. What I do: * Admin -> Notifications (Event) * Create a new one ** Name: Foo ** Recipient groups: Customer ** Event: TicketOwnerUpdate ** Subject: Bar ** Text: Blah Blah ** Notification article type: email-notification-ext (this was the preset) ** Validity: valid ** Comment: Blah Blah But it doesn't seem to work. If I send a test to our helpdesk and close this ticket (as agent in the webgui), I'm getting no email. Regards Karsten

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References
by Kristofer 20 Mar '13

20 Mar '13

Hello, I've been using OTRS personally for quite some time, but we are looking for a new ticket system (currently using RT) at my place of employment. Beyond showing my boss demos of a system and how it works, he also wants references from people who are currently using it as an IT Help Desk and/or Sales/Customer Service Help Desk scenario. Is there anyone out there reading this who would be willing to be a reference with your thoughts/experience on OTRS? Thanks, Kris

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Use of uninitialized value
by Karsten Becker 20 Mar '13

20 Mar '13

Hi folks! I upgraded to OTRS 3.2.3 from 3.1.6 two hours ago and have a problem. When writing a test email to my helpdesk, I get the following error emails from OTRS to our management email address. Subject: > Cron <otrs@XXX01> $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null In the body, I have multiple lines saying: > Use of uninitialized value in hash element at /opt/otrs-3.2.3/Kernel/System/Ticket/Event/NotificationEvent.pm line 53. If I take a look in my Apache logs, I find corresponding entries which look like: > [Wed Mar 20 16:11:35 2013] [error] [client 192.168.AAA.BBB] [Wed Mar 20 16:11:35 2013] index.pl: Use of uninitialized value in hash element at /opt/otrs-3.2.3/bin/cgi-bin/../../Kern > el/System/Ticket/Event/NotificationEvent.pm line 53., referer: https://XXX.YYY.local/otrs/index.pl?Action=AgentTicketClose;TicketID=8281 The whole system seems to behave normally. It sends out emails, even the automatic replies for new incoming requests. But, for whatever reason, it produces these error emails. Has somebody an idea how to track down the problem to get rid of it? Regards Karsten

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Error if KIX installed
by Darshak Modi 20 Mar '13

20 Mar '13

Wed Mar 20 15:56:46 2013] [error] Can't call method "GetRegisteredCustomPackages" on an undefined value at /opt/otrs/KIXCore/Kernel/Output/HTML/LayoutLoader.pm line 576.\n Can any one help? The package looks good with some features, so we are trying to use it.

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fusion inventory and otrs
by ravi shanker 19 Mar '13

19 Mar '13

hi, need information regarding otrs integration with fusion inventory,what are prerequisites etc.we are planning to use this for asset management

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Is OTRS Helpdesk ITIL Compliant?
by Jignesh Kakka (jkakka) 19 Mar '13

19 Mar '13

AS per documents , I only see OTRS ITSM as ITIL Compliant. Is OTRS Helpdesk 3.1.7 also ITIL compliant ? Thanks, JIgnesh

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DBUpdate-to-3.2 errors during upgrade from 3.1.12 -> 3.2.2
by Ralf Hildebrandt 18 Mar '13

18 Mar '13

otrs:/opt/otrs# bin/otrs.CheckDB.pl Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs Connected. otrs:/opt/otrs# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists INFO: Foreign key constraint FK_article_flag_article_id_id does not exist, skipping. INFO: Foreign key constraint FK_article_flag_article_id_id does not exist, skipping. INFO: Foreign key constraint FK_article_flag_create_by_id does not exist, skipping. INFO: Foreign key constraint FK_article_flag_create_by_id does not exist, skipping. ERROR 1091 (42000) at line 37: Can't DROP 'article_flag_create_by'; check that column/key exists ERROR 1091 (42000) at line 41: Can't DROP 'ticket_queue_view'; check that column/key exists Should I worry? So far everything seems to be in perfect working order! Also, the TABLE group_users had two full text indices which I had to remove due to the chamge from myisam -> innodb. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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