May 2013 - otrs - OTRS mailing lists

OTRS 3.1.7 on Debian 6
by Stefano Ricci 14 May '13

14 May '13

Hi, i move my otrs environment from windows server to a debian server. On windows, after edit of the kernel/config.pm, i have to run a script to restart apache, cron, mysql. After the installation of otrs on debian, i see that the software reload automaticaly the changes... but now at the end of migration, it seems not work. Test 1: manual restart of cron, apache --> failed, config.pm not reloaded Test 2: manual stop of cron, apache; run script bin/otrs.RebuildConfig.pl and bin/otrs.DeleteCache.pl; manual start of cron apache -> failed --> failed, config.pm not reloaded Test 3: Test 2 and after a reboot of the debian machine What's my error? In my config.pm i modify a custom ACL rule. thanks for the help -- *Stefano Ricci*

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[SOLVED] Re: Ajax and JSON Error after upgrading from 3.1.8 to 3.2.6
by Luca Maranzano 14 May '13

14 May '13

Hello all, we have solved this nasty issue switching from apache2-mpm-prefork to apache2-mpm-worker, tested on both Ubutu 10.04 and Ubuntu 12.04 (64 bit arch). It has been quite hard to figure it out! For the moment I cannot say from where the bug is generated: apache2, mod_perl or JSON ? If someone among you has a working configuration with multiple OTRS instances on Apache2-mpm-prefork under Ubuntu 10.04 or 12.04 (with "PerlOptions +Parent") plese let me know, I'd like to do some in depth configuration analysis. HTH Cheers, Luca On Mon, May 6, 2013 at 5:25 PM, Luca Maranzano <liuk001(a)gmail.com> wrote: > Hello, > we have two OTRS 3.1.8 instances running fine on Ubuntu 10.04 64 bit, with > 2 Apache Virtual Hosts configured with the "PerlOptions +Parent" option. > > Today I've upgraded one of the instances to version 3.2.6, upgrade went > well with no errors, but now from the "Create New Request by Email" page, > after selecting the From Queue we get a Browser error saying this: > > Error during AJAX communication. Status: error, Error: Internal Server > Error > > and in the Apache Error log for the Virtual Host this is logged: > > [Mon May 06 16:30:52 2013] [error] encountered object 'false', but neither > allow_blessed nor convert_blessed settings are enabled at > /opt/otrspath1/Kernel/System/JSON.pm line 106.\n > > and the Operator pull down menu is not populated at all. > > The Perl modules check is OK. > Is this a known issue ? May be related to the multiple instances > configuration ? > > Thanks in advance for your support. > Best regards, > Luca >

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LDAP customer information
by Simon Allison 13 May '13

13 May '13

Hi All, I have setup LDAP and all works fine, but the customer information is not working . The link below is where I get page cannot be displayed. http://server/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent Also when we create tickets the LDAP customer information is not populated when creating a ticket. Anything we can check? Simon Allison IT Services South Downs College ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

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backup.pl password error
by Johnson, Shannon 10 May '13

10 May '13

Hello, I am trying to get the backup.pl script to run, but am running into an error when the script attempts to run mysqldump: "Dump MySQL rdbms ... mysqldump: Got error: 1045: Access denied for user 'otrs'@'localhost' (using password: YES) when trying to connect" I have checked the settings in Kernel/config.pm - tried both typing the correct password in directly and also pasting the "crypted" password (obtained using otrs.CryptPassword.pl) - but to no avail. I can successfully run mysqldump.exe directly using the same command the backup.pl script seems to want to generate: mysqldump -u otrs -p######## -h localhost OTRS > c:\otrs_backups\databasebackup.sql It's as if the backup.pl script isn't actually consulting Config.pm for the database password or something. I'm stumped. Help, please? Thanks in advance, Shannon

2 4

Customer Info Center problem again...
by BIRO Zoltan 10 May '13

10 May '13

Dear All, I have 2 Customers tab in my OTRS 3.2.4 which is upgraded from 3.1.x version. 1st is poiting to http://10.129.0.29/otrs/index.pl?Action=AgentCustomerInformationCenter;OTRS… [ Screenshoot1: http://biro-csalad.hu/temp/sc1.jpg ] 2nd is pointing to http://10.129.0.29/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent;OTRSAge… [ Screenshoot2: http://biro-csalad.hu/temp/sc2.jpg ] The problem is both pointing to the Search in Customer Information Center. [ Screenshoot3: http://biro-csalad.hu/temp/sc3.jpg ] I think the 2nd one should be showing this screen: [ Screenshoot4: http://biro-csalad.hu/temp/sc4.jpg ] I didn't change anything on system configuration after the upgrade. I checked the Admin man and the sysconfig area several times without any success. Help me, please.... Many Thanks! Zoltan

1 1

When close a RFC ticket. How to configurate to auto send a email to an agent user.
by CloudComputing 10 May '13

10 May '13

When close a RFC ticket. How to configurate to auto send a email to an agent user. thanks B.R. InternetStar

1 0

from address query
by Darshak Modi 08 May '13

08 May '13

Hi, For different queues, I have set different from email address. When replying from web interface, it displays right from address but the Name before from Address it displays wrong. e.g I have set system address as support(a)xyz.com, I think its because I am logged in as Darshak. But If I reply, it shows Darshak<support(a)xyz.com> , so for customer the mail address from displayed is Darshak. But that would be wrong. Is this standard behavior or I can change ? Thanks Darshak

2 2

Google contacts database
by Kaushal Shriyan 07 May '13

07 May '13

Hi I am running OTRS version 3.2.6 on CentOS 6.4. is there a way to integrate google contacts database with OTRS for customer data. Let me know if anyone needs any additional information. Please suggest. Regards, Kaushal

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template variables usage
by Neil Simpson 07 May '13

07 May '13

Hi, im trying to use otrs variables in the Body of a template. i've tried adding it like this: https://server.domain.com/otrs-$QDATA{"TicketID"} and like this <a href="https://server.domain.com/otrs-"$QDATA{"TicketID"}> <\a> but no luck. thanks for any help. Neil

2 1

Ajax and JSON Error after upgrading from 3.1.8 to 3.2.6
by Luca Maranzano 06 May '13

06 May '13

Hello, we have two OTRS 3.1.8 instances running fine on Ubuntu 10.04 64 bit, with 2 Apache Virtual Hosts configured with the "PerlOptions +Parent" option. Today I've upgraded one of the instances to version 3.2.6, upgrade went well with no errors, but now from the "Create New Request by Email" page, after selecting the From Queue we get a Browser error saying this: Error during AJAX communication. Status: error, Error: Internal Server Error and in the Apache Error log for the Virtual Host this is logged: [Mon May 06 16:30:52 2013] [error] encountered object 'false', but neither allow_blessed nor convert_blessed settings are enabled at /opt/otrspath1/Kernel/System/JSON.pm line 106.\n and the Operator pull down menu is not populated at all. The Perl modules check is OK. Is this a known issue ? May be related to the multiple instances configuration ? Thanks in advance for your support. Best regards, Luca

1 0