April 2013 - otrs - OTRS mailing lists

Support for redundant ODBC CustomerUser backends?
by Cyrille Bollu 26 Apr '13

26 Apr '13

Hi list, I'm trying to find out how I could setup OTRS to use a redundant ODBC backend for CustomerUser objects. I initially thought I could setup 2 backends pointing to 2 mirrored mysql servers. But, it seems that OTRS' code dies with a nice HTTP 500 error when a backend isn't available. Has anyone already worked on such a setup? I remember doing such a setup for agents authentication with an LDAP backend using the following in config.pm: # LDAP agent backend my @ldaphosts = ('ldap2','ldap1'); $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = \@ldaphosts; ... And it seem to work fine at that time. Now, is there an easy solution for ODBC backends? Best regards, Cyrille

4 6

Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..]
by Marcos S 25 Apr '13

25 Apr '13

Hi, I need help with this issue Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Apr 25 16:15:15 2013 Message: SMTP authentication failed: 5355.7.8 Error: authentication failed: authentication failure ! Enable Net::SMTP debug for more info! Traceback (7239): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2027 Module: Kernel::Modules::AgentTicketEmail::Run (v1.99.2.3) Line: 812 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

3 4

Update to 3.2.5 / Need TicketID / AgentTicketCompose
by Ohliger, Christoph 24 Apr '13

24 Apr '13

Hi, after updating from 3.1.11 to 3.2.5 (using the OTRS docs) I got two problems (fortunately on a clone ...). As soon as I install the SystemMontoring Modul (we are using it for nagios), I am getting following error message in the apache log: ERROR: OTRS-CGI-11 Perl: 5.16.2 OS: linux Time: Fri Apr 19 16:25:46 2013 Message: Need TicketID! RemoteAddress: xx RequestURI: /otrs/index.pl Traceback (4209): ...... My opinion is that this is based on any ticket lock function, but I don´t know where to have a further look ... But more annoying is that I can´t write any answer in a ticket. Every time when the system opens an answer window it keeps blank, with no message in apache error log. That is independent of user, group and queue and also the same in Firefox, Opera and IE. I have used a firefox debugger and can see following message "Use of attributes' specified attribute is deprecated. It always returns true.". Looking at the code is seems to be a jquery function, any update of jquery didn´t help. Any help/suggestions from your side ? Regards Christoph

1 0

/opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4
by Kaushal Shriyan 23 Apr '13

23 Apr '13

Hi, I get the below error in syslog /var/log/messages file on OTRS version 3.2.5 on CentOS 6.4 Apr 23 06:25:55 otrs OTRS-CGI-10[2492]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:26:12 otrs OTRS-CGI-10[2114]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:14 otrs OTRS-CGI-10[2112]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:41 otrs OTRS-CGI-10[2494]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:41 otrs OTRS-CGI-10[2113]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:42 otrs OTRS-CGI-10[2113]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:42 otrs OTRS-CGI-10[2114]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Edit Config Settings in Framework -> Crypt::SMIME Reset this setting SMIME::CertPath /opt/otrs/certs/ Default value: /etc/ssl/certs Specifies the directory where SSL certificates are stored. Let me know if anyone needs any additional information. Any suggestions please? Regards, Kaushal

2 5

No Company Tickets in CustomerTicketOverview
by Rouven Sacha 22 Apr '13

22 Apr '13

Dear List, i have a problem with otrs 3.2.1 not showing the Company Tickets in the CustomerTicketOverview "Company Tickets" Link. Instead a dialogue inviting the user to create a new ticket is being displayed. I have done the following so far: 1) I have create different customer-companies and have multiple users with the customer id of their customer-company assigned to them. 2) i have extended the database schema of customer_user table to add a column customer_ids (http://doc.otrs.org/3.2/en/html/customer-user-backend.html) 3) I have added the customer-company ID in the Customer IDs field of one user of the company 3) i have added this field description in /opt/otrs/Kernel/Config/Defaults.pm: [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], 4) i have made sure (hint from IRC) that CustomerGroupSupport is disabled Still, the company tickets don't show for the one user that the customer IDs were added to - the "new ticket" dialogue is being displayed instead. Is there anything that i might have missed here or do i have a problem in my config? I have attached a copy of my SysConfig export . Any help is greatly appreciated! Thanks in advance, Rouven Sacha -- Blinkenlichten Open Source Solutions Maass Sacha GbR | Weigandufer 45 | 12059 Berlin tel: +493013896247 | fax: +493013896249 | mob: +491744220127 Web: http://www.blinkenlichten.de/ G+: http://gplus.to/blinkenlichten Blinkenlichten Zarafa Hosted Tweets: http://twitter.com/zarafamail/

2 1

can ticket be created and tracked based on subject line
by Darshak Modi 19 Apr '13

19 Apr '13

Instead of ticket id/number, can the ticket be tracked by subject . The customers generally do not include the id in subject line in any subsequent mails.

3 6

Release notes: Free community modules for OTRS 3.2
by Anna Brakoniecka 19 Apr '13

19 Apr '13

Hello Community, we've developed and published the following free community modules for OTRS 3.2: http://www.cape-it.de/free-otrs-community-additional-modules.html * ArticleCopyMoveDelete * ITSM-CIAttributeCollection ImportExport-Extensions for OTRS 3.2 were published weeks ago already. You can download them all for free from our website and from the OPAR site. Thank you in advance for your feedback! If you wish to be informed about the release notes, etc., please subscribe to our newsletter by sending an email at info(a)cape-it.de. Please write us, whether you wish to get the contents in German or English, too. Thanks. Enjoy the weekend! Kind regards, Anna Brakoniecka ** Wir treffen uns zum Open-IT Summit in Berlin ** ** Die Konferenz für IT-Entscheider, 22.-23. Mai ** Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de <http://www.cape-it.de> Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

1 0

Migrating Tickets to OTRS
by Parag Bhalerao 18 Apr '13

18 Apr '13

Hello Team, We have a home grown ticketing system that we were using for past few years. We have switched to OTRS now, but for historic knowledge, we will like to refer to old tickets as well. Is there a way to import tickets from other system to OTRS? If so, how to go about it? GoodWills Parag Bhalerao

6 7

Report For Survey
by Yousef Hamad 18 Apr '13

18 Apr '13

Hi Susan, I resolved the problem and made the next State as mandatory without remove the Close option , but still how can make reports for survey I need to the Survey results can be exported to excel (csv) file with the individual ratings, which includes ticket number, customer name, SLA response, SLA resolution and average score of the questions. Thanks, Yousef Hamad Technical Support Mob +962 799372852 _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

3 2

How to find tickets that have no followup in 2 days
by Darshak Modi 18 Apr '13

18 Apr '13

How to find that the ticket does not have any follow up in last 2 days,when its open. In search or report creation there is no option for followup search, --

5 11