August 2013 - otrs - OTRS mailing lists

How to debug LDAP
by Marty Hillman 27 Aug '13

27 Aug '13

Anyone know how to debug LDAP configurations? I had it all configured, but my network administrator decided to reorganize Active Directory and move everything around in new OUs. I changed the strings in Config.pm to point to the new DN, but it is still not allowing logins and shows Login Failed. Trying to figure out what log files I can look at or how to manually test to get an actual error rather than a failed login. Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CEA336.6AABF9A0] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

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Forgot password mechanism doesn't send email.
by Stephen Martin 27 Aug '13

27 Aug '13

Hi All, Having a strange issue, quite a new install of OTRS have never had chance to see if this was working earlier and broke or just never worked but it seems that when a user uses the forgot password link on the cutomer portal login page they never receive an email. I checked this and indeed there is no email sent by OTRS I cannot see one being queued in the postfix log and nothing logged in OTRS's log, All other mail out of OTRS is working perfectly. I was running OTRS helpdesk 3.2.8 on CentOS 6.4_x86 but just upgraded to 3.2.10 to see if this would fix but still get the same issue. Any ideas? Thanks, Steve.

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Modifying the printed PDF document
by Stefan Michael Guenther 27 Aug '13

27 Aug '13

Hello, my intention is to modify the layout of the PDF, which is created when I click on "Print". The underlying link is http://192.168.56.2/otrs/index.pl?Action=AgentTicketPrint;TicketID=2;Articl…, but when I modify Kernel/Output/HTML/Standard/AgentTicketPrint.dtl it has no effect on the PDF Output. What am I doing wrong? Thanks for any hints or suggestions, Stefan

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Perl SSL error is keeping me from loving OTRS
by jose.salviati＠accenture.com 26 Aug '13

26 Aug '13

I feel as if I have finally found the root cause of all my issues. I found this in the PerlEX log: Can someone tell me how to force Perl to not require SSL or configure OTRS to use it? I would much rather NOT use it, but finding the "off" switch in Perl has proven troublesome. As always, any assistance you can provide is very appreciated. *** 'C:\otrs\OTRS\bin\cgi-bin\index.pl<http://index.pl>' log message at: 2013/08/21 07:10:26 [Wed Aug 21 07:09:37 2013] -e: ******************************************************************* [Wed Aug 21 07:09:37 2013] -e: Using the default of SSL_verify_mode of SSL_VERIFY_NONE for client [Wed Aug 21 07:09:37 2013] -e: is deprecated! Please set SSL_verify_mode to SSL_VERIFY_PEER [Wed Aug 21 07:09:37 2013] -e: together with SSL_ca_file|SSL_ca_path for verification. [Wed Aug 21 07:09:37 2013] -e: If you really don't want to verify the certificate and keep the [Wed Aug 21 07:09:37 2013] -e: connection open to Man-In-The-Middle attacks please set [Wed Aug 21 07:09:37 2013] -e: SSL_verify_mode explicitly to SSL_VERIFY_NONE in your application. [Wed Aug 21 07:09:37 2013] -e: ******************************************************************* Jose Salviati [cid:image001.jpg@01CE9E56.E9A69E70] <sip:Jose.Salviati@Accenture.com> Technology Consulting | Workplace Technology & Collaboration Direct Dial: (310) 726-2835 Mobile: (949) 829-1028 Email: Jose.Salviati(a)Accenture.com<mailto:Jose.Salviati@Accenture.com> ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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after Perl module update get IMAPS connection error
by Stefan Sabolowitsch 23 Aug '13

23 Aug '13

Hi all, after perl module update (FreeBSD-9 p6) i get this error messages. Message: IMAPS: Can't connect to 192.168.1.48 Traceback (2330): Module: Kernel::System::MailAccount::IMAPS::_Fetch (v1.12) Line: 127 Module: Kernel::System::MailAccount::IMAPS::Fetch (v1.12) Line: 79 Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424 Module: main::Fetch (v1.4) Line: 180 Module: /usr/local/otrs/bin/otrs.PostMasterMailbox.pl (v1.4) Line: 93 In logfile Exchange 2010 find this: 2013-08-23T10:30:05.595Z,00000000000003AB,0,192.168.1.48:993,192.168.100.112:42374,,0,0,0,OpenSession,, this module was updated: p5-BerkeleyDB-0.52 < needs updating (index has 0.53) p5-CPAN-Meta-2.131560 < needs updating (index has 2.132140) p5-Compress-Raw-Bzip2-2.061 < needs updating (index has 2.062) p5-Compress-Raw-Zlib-2.061 < needs updating (index has 2.062) p5-Email-Address-1.89.8 < needs updating (index has 1.90.0) p5-Email-MIME-1.911 < needs updating (index has 1.922) p5-Email-MIME-Encodings-1.313 < needs updating (index has 1.314) p5-GD-2.49 < needs updating (index has 2.50) p5-GD-Graph-1.44.01_5 < needs updating (index has 1.48) p5-IO-Compress-2.061 < needs updating (index has 2.062) p5-IO-Socket-SSL-1.94 < needs updating (index has 1.953) p5-Module-CoreList-2.94 < needs updating (index has 2.97) p5-Module-Metadata-1.000011 < needs updating (index has 1.000014) p5-Net-IMAP-Simple-1.2200 < needs updating (index has 1.2201) p5-Text-CSV_XS-0.97 < needs updating (index has 1.01) p5-perl-ldap-0.5600 < needs updating (index has 0.5700) p5-version-0.99.02 < needs updating (index has 0.99.03) Any idea? Many thanks for any help. Stefan

1 0

Possible to see what templates that are used?
by Jean BROW 22 Aug '13

22 Aug '13

Hi, We use a lot of different templates in OTRS. Is it possible that the agent who work on a ticket could see info about what templates that have been sent out so far on the current ticket? Thanks.

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Failed upgrade recovery
by James Roman 22 Aug '13

22 Aug '13

I accidentally ran an rpm upgrade prematurely on our dev instance and had to remove the upgraded package and install the previous one. Since no DB changes were run, everything went back to near normal after I restored the original Config.pm file. The only thing that seems to be off is the ability to select and display individual articles in the "show one article" view of the tickets. If I click on the articles in the ticket, it will only show the last article (email) submitted to the ticket. I assume that I may need to rebuild an index. Can anyone point me towards instructions on how to restore the ability to navigate the articles in "show one article" view? James Roman

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Use of templates
by Jean BROW 20 Aug '13

20 Aug '13

Hi, We use a lot of different templates in OTRS. Is it possible that the agent who work on a ticket could see info about what templates that have been sent out so far on the current ticket? Thanks.

1 0

Script failed to send data - WITS END!
by jose.salviati＠accenture.com 19 Aug '13

19 Aug '13

I pulled this from the OTRS log in \OTRS\var [Mon Aug 19 08:43:52 2013][Error][Kernel::System::DB::new][224] could not connect to server: Connection refused (0x0000274D/10061) Is the server running on host "localhost" and accepting TCP/IP connections on port 5432? could not connect to server: Connection refused (0x0000274D/10061) Is the server running on host "localhost" and accepting TCP/IP connections on port 5432? [Mon Aug 19 08:45:14 2013][Notice][ ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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Script failed to send data - WITS END!!
by jose.salviati＠accenture.com 19 Aug '13

19 Aug '13

Ok, as sold as I am on OTRS (and I am sold, love it - wish I could implement it here!!) I am ready to walk away. I have worked through every issue and am fairly confident I have the one that has been causing me grief all along identified. When I install ITSM and create a new Change I get an error. This is consistent now on multiple versions (Windows, Linux) and multiple DB versions (MySQL, PostreSQL). The error will vary depending on the browser but the cause seems to be an inability to get to the database. I either get "Script failed to send data" or just a standard website not available. This happens when I create a change. I have been able to create as many as two before the error shows up. Sometimes, it shows up immediately. The odd part is that the record IS created, but not with any of the detail I entered. Might this be a problem with the ITSM component? I am running OTRS ITSM 3.2.7 - currently on Windows 7 and PostreSQL. Any guidance you can provide is very appreciated! Jose Salviati [cid:image001.jpg@01CE9CB6.75811DA0] <sip:Jose.Salviati@Accenture.com> Technology Consulting | Workplace Technology & Collaboration Direct Dial: (310) 726-2835 Mobile: (949) 829-1028 Email: Jose.Salviati(a)Accenture.com<mailto:Jose.Salviati@Accenture.com> ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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