October 2015 - otrs - OTRS mailing lists

Cannot Fetch/Send E-Mail
by Andrea Iannucci 27 Oct '15

27 Oct '15

Hi guys, i've updated our old OTRS 3.0.3 to the newest OTRS 5. DB Update went smoothly but now appanretly the new e-mail are not fetched, at this moment i've the old OTRS 3 istance working in parallel mode with OTRS 5 (two different servers using IMAP to fetch emails). The old one is fetching (and sending) e-mails correctly, the new one is not. I've checked the logs and i cannot see errors but if i try to send an e-mail using: cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl I got: ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: otrs.PostMaster.pl is deprecated, please use console command 'Maint::PostMaster::Read' instead. Traceback (14454): Module: ./otrs.PostMaster.pl Line: 68 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No Priority for 3 normal found! Traceback (14454): Module: Kernel::System::Priority::PriorityLookup Line: 351 Module: Kernel::System::Ticket::TicketCreate Line: 386 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No PriorityID (invalid Priority Name?)! Traceback (14454): Module: Kernel::System::Ticket::TicketCreate Line: 397 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: Can't process mail, see log! Traceback (14454): Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 103 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 So i think for sure OTRS is not able to send-out emails, am i right? Any hint? Thanks

1 0

Ticket notification emails suddenly in a different language?
by Alex 27 Oct '15

27 Oct '15

Hi Guys, Since upgrading to version 5, I am receiving notifications in german? This used to be english! How to change this??? It just seems to be the notifications that have defaulted to the wrong language. Thanks Alex

1 0

URGENT: problem after upgrade from 4.x to 5.x
by Alex 27 Oct '15

27 Oct '15

Hi Guys, Performed an upgrade of OTRS from ver 4 to 5 using the manual method (source tarballs). No errors or warnings encountered at all during the upgrade steps. I can log into the system fine, however when I go to look at any queue: Backend ERROR: OTRS-CGI-10 Perl: 5.20.2 OS: linux Time: Tue Oct 27 10:31:12 2015 Message: Module Kernel/Output/HTML/TicketMenuLock.pm not in @INC (/usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-linux-gnu/perl/5.20.2 /usr/local/share/perl/5.20.2 /usr/lib/x86_64-linux-gnu/perl5/5.20 /usr/share/perl5 /usr/lib/x86_64-linux- gnu/perl/5.20 /usr/share/perl/5.20 /usr/local/lib/site_perl . /etc/apache2) RemoteAddress: 59.167.252.230 RequestURI: /index.pl?Action=AgentTicketQueue;OTRSAgentInterface=5MIZsAktlkLiEYG5yEiRY2dL3f2t Bq38 Traceback (11715): Module: Kernel::Output::HTML::TicketOverview::Small::Run Line: 498 Module: Kernel::Output::HTML::Layout::Ticket::TicketListShow Line: 1121 Module: Kernel::Modules::AgentTicketQueue::Run Line: 462 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 In version 4.x there was indeed a file at /opt/otrs/Kernel/Output/HTML/TicketMenuLock.pm In version 5, the contents of the Kernel/Output/HTML folder are very different. The only references I can find to *TicketMenuLock is in /opt/otrs/Config/Files/ZZZAuto.pm* *Grep reveals:* Config/Files/ZZZAuto.pm:131: 'Module' => 'Kernel::Output::HTML::TicketMenuLock', Config/Files/ZZZAuto.pm:209: 'Module' => 'Kernel::Output::HTML::TicketMenuLock', Whats the deal with this? Is it something that is no longer used? That I need to remove? What do I need to do to fix this? Cheers, Alex.

2 4

Cannot Fetch/Send E-Mail
by Andrea Iannucci 26 Oct '15

26 Oct '15

Hi guys, i've updated our old OTRS 3.0.3 to the newest OTRS 5. DB Update went smoothly but now appanretly the new e-mail are not fetched, at this moment i've the old OTRS 3 istance working in parallel mode with OTRS 5 (two different servers using IMAP to fetch emails). The old one is fetching (and sending) e-mails correctly, the new one is not. I've checked the logs and i cannot see errors but if i try to send an e-mail using: cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl I got: ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: otrs.PostMaster.pl is deprecated, please use console command 'Maint::PostMaster::Read' instead. Traceback (14454): Module: ./otrs.PostMaster.pl Line: 68 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No Priority for 3 normal found! Traceback (14454): Module: Kernel::System::Priority::PriorityLookup Line: 351 Module: Kernel::System::Ticket::TicketCreate Line: 386 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: No PriorityID (invalid Priority Name?)! Traceback (14454): Module: Kernel::System::Ticket::TicketCreate Line: 397 Module: Kernel::System::PostMaster::NewTicket::Run Line: 229 Module: Kernel::System::PostMaster::Run Line: 372 Module: (eval) Line: 87 Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 79 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 ERROR: OTRS-otrs.PostMaster.pl-85 Perl: 5.16.3 OS: linux Time: Mon Oct 26 10:05:15 2015 Message: Can't process mail, see log! Traceback (14454): Module: Kernel::System::Console::Command::Maint::PostMaster::Read::Run Line: 103 Module: (eval) Line: 441 Module: Kernel::System::Console::BaseCommand::Execute Line: 435 Module: ./otrs.PostMaster.pl Line: 88 So i think for sure OTRS is not able to send-out emails, am i right? Any hint? Thanks -- Andrea Iannucci ---------------------- Systems Administrator ---------------------- ---------------------------------------------------------------------------------------- (w) www.firstclarity.com (e) andrea.iannucci(a)firstclarity.com (t) +44 (0) 207 199 1500 ---------------------------------------------------------------------------------------- Please consider our enviromental responsabilità before printing this E-Mail. Thank you. ---------------------------------------------------------------------------------------- This email and any files transmitted with it are confidential, and may be subject to legal privilege, and are intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error or think you may have done so, you may not peruse, use, disseminate, distribute or copy this message. Please notify the sender immediately and delete the original e-mail from your system. The views or opinions expressed are the author's own and may not reflect the views or opinions of First*Clarity. First Clarity Limited (05870648) is registered in England and Wales at 1st Floor, Lion House, 72-75Red Lion Street, London, UK, WC1R 4NA. ----------------------------------------------------------------------------------------

1 1

Issues when attempting to upgrade between OTRS 4.0 and 5.0
by Stanford, Philip N. 22 Oct '15

22 Oct '15

Hi I had a working OTRS 4 test system, minimally configured, built on Centos 6.7 The system included OTRS::ITSM and packages such as FAQ, Master-Slave etc. I thought I would upgrade that to the released version of OTRS 5. I followed the procedure in http://otrs.github.io/doc/manual/admin/5.0/en/html/upgrading.html for upgrading using the RPM, and didn't note any errors. Apache starts OK, and can display the basic 'unconfigured' web page at the bare domain address. If I go to http://myhost.mydomain/otrs/index.pl although I initially get the login page, once I authenticate, there's then a pause and I then get 'Internal Server Error' on the web page and errors such as these in the Apache error log: [Wed Oct 21 13:27:31 2015] [error] [client x.x.x.x] Directory index forbidden by Options directive: /var/www/html/ [Wed Oct 21 13:28:56 2015] [error] Can't call method "FatalError" on an undefined value at /opt/otrs//Kernel/Modules/AgentMasterSlavePrepareTicket.pm line 31.\n If I go to http://myhost.mydomain/otrs/customer.pl, similarly, I get the initial customer login page, but then the same 'Internal Server Error' , followed by this error in the Apache log: [Wed Oct 21 14:01:09 2015] [error] [Wed Oct 21 14:01:09 2015] -e: Got no ConfigObject! at /opt/otrs//Kernel/Output/HTML/CustomerHeaderMetaFAQSearch.pm line 24.\n I've tried stopping Apache, rebuilding the OTRS config and flushing the cache (as 'otrs' userid not root, as advised in the installation instructions) but it doesn't make any difference. After the first occurrence, I don't get the login box again, just the 'internal server error' on the web page. There's no errors in /var/log/messages. Normally when upgrading between versions (major or minor) the 'base' OTRS upgrade works fine, and I do the OTRS::ITSM, FAQ etc packages via the Package Manager. I should add that I've tried using IE10 on a PC and current versions of Chrome and Safari on a Mac so the issue isn't related to browser. Any thoughts would be appreciated. Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

3 4

Create a email ticket for multiple customers
by Florian Meier 20 Oct '15

20 Oct '15

Hi! Is it possible to create a ticket for multiple customer users, for example for everyone who's userlogin starts with XY? Can i do this from within the web interface or do i need the perl interface? Greetings Florian

2 2

E-mail notification alert
by John Koch 19 Oct '15

19 Oct '15

Hi, How can I configure an email notification alert to agents every time a new ticket or a reply to an existing ticket is received?

2 1

Upgrade process from OTRS 3.1.3 -> 5
by Alex Zimmerman 19 Oct '15

19 Oct '15

Hello! I just inherited the job of updating our production IT HelpDesk server from a IT tech that is no longer here. Due to the nature of our setup in cannot be down for very long, which is why it was left to get so far behind. The server is currently running on OTRS 3.1.3 on a Ubuntu Linux 12.04 LTS server. I looked at the documentation for the process of upgrading here: https://otrs.github.io/doc/manual/admin/3.2/en/html/upgrading.html It sounds like I have to update from to every subversion e.g. 3.1.3 -> 3.1.4 -> 3.2.1 -> 3.2.2.... etc.. You get the idea. :) Is there a way to fast track theses updates? The idea is that we want to be on OTRS 5 once it is released. Is is possible to just perform fresh install of the latest OTRS and import and upgrade the database? Thanks. :) [image: Everett Community College] <http://www.everettcc.edu/> Alex Zimmerman / Information Technology Specialist III Web Data & Development Services / Enterprise Services / Information Security Direct line:(425) 259-8724 / Help Desk:(425)388 9333 email: azimmerman(a)everettcc.edu [image: Twitter] <http://www.twitter.com/liquidspikes> [image: Linkedin] <http://www.linkedin.com/in/alexzimmerman/> *How did I do? Please take a minute to help us improve our IT service by completing the * *IT Feedback Survey. <http://goo.gl/J3nGC> (http://goo.gl/J3nGC <http://goo.gl/J3nGC>)* *Thank you!*

3 3

FindBin function tricks to fail getting pathes.
by Hisatoshi Onishi 17 Oct '15

17 Oct '15

Hi, All. I'm testing OTRS4 on AWS instance with Amazon Linux 2015.09. DB(MySQL) and perl modules has successfully installed. But, Web server(Apache) doesn't run well. Apache's error logs are below. > [Sat Oct 17 14:00:59.452039 2015] [perl:error] [pid 32749] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 30.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 30.\nCompilation failed in require at (eval 7) line 2.\n\t...propagated at /usr/share/perl5/base.pm line 84.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in require at /opt/otrs/scripts/ apache2-perl-startup.pl line 69.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 69.\nCompilation failed in require at (eval 2) line 1.\n > [Sat Oct 17 14:00:59.452069 2015] [perl:error] [pid 32749] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server ip-172-31-40-255.us-west-2.compute.internal:0, exiting... This messages seems like this one. http://bugs.otrs.org/show_bug.cgi?id=8533 Then, I commented out lines uses/depends on FindBin function in "Kernel/Config/Defaults.pm", and modified to full-path, as same as original ones. So, Apache runs successfully, but get Internal Server Error in "installer.pl ". Following messages are This one. > [Sat Oct 17 14:30:05.092246 2015] [suexec:notice] [pid 642] AH01232: suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) > [Sat Oct 17 14:30:05.835751 2015] [auth_digest:notice] [pid 643] AH01757: generating secret for digest authentication ... > [Sat Oct 17 14:30:05.836437 2015] [lbmethod_heartbeat:notice] [pid 643] AH02282: No slotmem from mod_heartmonitor > [Sat Oct 17 14:30:05.839621 2015] [mpm_prefork:notice] [pid 643] AH00163: Apache/2.4.16 (Amazon) mod_perl/2.0.7 Perl/v5.16.3 configured -- resuming normal operations > [Sat Oct 17 14:30:05.839640 2015] [core:notice] [pid 643] AH00094: Command line: '/usr/sbin//opt/' > [Sat Oct 17 14:30:16.905579 2015] [:error] [pid 646] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 26.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/ installer.pl line 26.\n Maybe, when I modify to avoid FindBin function like "Kernel/Config/Defaults.pm" makes good. But impact range is too large(over 80 files must be modify). Do you have any idea? Regards, Hisatoshi Onishi E-Mail: hisatoshi.onishi(a)gmail.com

1 0

SSO / Federated Identity
by Bogdan Iosif 05 Oct '15

05 Oct '15

Hi, I use v3.3 with the default db backend for customer login and need to integrate it with an in-house-built customer experience portal (view reports/bills/marketing materials/etc.). The customer should login only once (in the portal) and then seamlessly jump between the portal and OTRS. The OTRS authentication & session lifetime should be settled transparently behind the scenes between the systems (i.e. log out / switch id from portal => same in OTRS). QUESTION: Is there an authentication module in OTRS or in Apache which could be tweaked to create this integration against our new portal? Thanks, Bogdan P.S: OTRS' manual points to Kernel::System::Auth::HTTPBasicAuth which seems to rely on Apache doing the authentication. I know nothing about this approach but if someone would tell me that it supports log out / switch id in OTRS when customer does that in our portal, I would look into it. I also found this http://developer.aaiedu.hr/faq/11.html ~ solution for v3.0 that integrates with a custom-built PHP SAML provider. I could modify it to use a [custom] NET provider but I would end up with a very expensive solution.

2 2