February 2015 - otrs - OTRS mailing lists

Need help - disk full crash and damaged database
by Andy Wodfer 05 Feb '15

05 Feb '15

This morning I woke up to a full disk and a helpdesk that wasn't working. I'm not so experienced with sql, but I hope someone here can help me solve the problems. System is FreeBSD, mysql and phpmyadmin. Otrs 3.0.12. Here is the messages from system log: Thu Feb 5 08:30:01 2015errorOTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'SELECT id FROM article WHERE ticket_id = ? ORDER BY id'Thu Feb 5 08:30:01 2015errorOTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'SELECT id FROM article WHERE ticket_id = ? ORDER BY id'Thu Feb 5 08:30:01 2015error OTRS-PostMasterMailbox.pl-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_in_reply_to, a_references, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' Thu Feb 5 07:45:13 2015errorOTRS-CGI-10Table './helpdesk/article' is marked as crashed and should be repaired, SQL: 'SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa.a_message_id, sa.a_in_reply_to, sa.a_references, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, st.responsible_user_id, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.ticket_lock_id, st.title, st.escalation_update_time, st.freetime1 , st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.change_time FROM article sa, ticket st WHERE sa.ticket_id = ? AND sa.ticket_id = st.id ORDER BY sa.create_time, sa.id ASC'

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Agent email response is not getting sent to the ticket originator
by Scott R. Morgan 04 Feb '15

04 Feb '15

When a customer emails our helpdesk, they receive the auto response and our agents are also emailed the ticket. When the agent replies to the email, the originator of the ticket is not getting a copy of the response. The email response is attached the ticket in the portal but the originator is not getting the response. What setting controls this setting? Our users only communicate to helpdesk via email. Our agents communicate both via email (like when they are on the go and on their phone) and also via the portal. I want to make sure that the responses to the ticket are automatically CC'd when the agent responds. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

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otrs ticket zoom behavior when changing queues
by Scott R. Morgan 04 Feb '15

04 Feb '15

When an agent clicks a ticket in the dashboard to view the ticket contents. It opens the ticket in the ticket zoom screen. If you then change the queue of that ticket, it dumps you back to the dashboard where then then have to re-open the ticket to then respond to the issue. Is there a way to turn off the return to the dashboard when changing a tickets assigned queue? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott(a)mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>

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OTRS ticket dashboard time
by Marco Borsani 04 Feb '15

04 Feb '15

Hello I don't understand why the date of OTRS server is correct (Wed Feb 4 16:56:33 CET 2015) , but the time shown in the tickets inside the dashboard is an hour ahead. Regards Marco

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Installer details required
by Darshak Modi 04 Feb '15

04 Feb '15

Hello Team, I am curious and want to know how the web installer works. I want to modify it in some way ,how can I do that? Like it checks username/password/ or check directories/files, install some directory/files, install DB/sqls. Is there any other opensource such installer ?

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Assign Queue Behavior
by Scott R. Morgan 04 Feb '15

04 Feb '15

When in the ticket view and change the Queue for the ticket, it exits the ticket view back to the Dashboard. Is there a way to easily prevent this from occurring? Also I have been looking for a way to assign the queue in the during a reply of a ticket. I have been able to find and activate this option in about 6-7 other places like the ticket/add note screen but I still cannot find a way to assign the queue when replying to the ticket. Thank you! Scott R. Morgan

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Agent Role Assignment
by Sharad Mishra 03 Feb '15

03 Feb '15

What happens when if an agent "A” is mapped to a role "R” as well as to a group “G”? What set of permissions will be applicable for A? Role -> Group or Agent -> Group? Sharad Mishra sharad.mshr(a)gmail.com

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LDAP, Agent authentication and Customer user backend. Almost running
by Cosme Corrêa 02 Feb '15

02 Feb '15

Hi, OTRS is an amazing tool and need a good administrator. :-) I would like some help with LDAP integration. The documentation was not enough for me. :-( I am testing OTRS and LDAP: 1. Agent integration at dc=xx,dc=yyy,dc=yyy,dc=bb * Apparently ok 2. Customer base at dc=clientes 1. It is not working. I can not see a customer 2. Old customers are gone 3. *error.log from Apache and otrs.log ask for Customerkey.* * *It is in Config.pm. I do not understand this situation * 4. There are not access to dc=clientes in ldap.log. * OTRS is asking nothing to LDAP. I am asking for help after some days without success. Is there some test helpful for this problem? Do you understand item 3? TIA *LDAP customer data* [root@machine Kernel]# ldapsearch -x -b "dc=clientes" 'uid=234.000061.00' # extended LDIF # # LDAPv3 # base <dc=clientes> with scope subtree # filter: uid=234.000061.00 # requesting: ALL # # 234.000061.00, clientes dn: uid=234.000061.00,dc=clientes brPersonCPF: xxxxxxxxxxx schacDateOfBirth: 30201956 eduPersonPrimaryAffiliation: JOHN DOE FATHER street: AV XXXXX XXXXXXX 120 l: XXXXX postalCode: XXXXXXXX uid: 234.000061.00 objectClass: inetOrgPerson objectClass: brPerson objectClass: schacPersonalCharacteristics objectClass: eduPerson mail: XXXXXX@XXXXX initials: DOE sn: SON cn: JOHN # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 *Apache error.log* ERROR: OTRS-CGI-55 Perl: 5.16.3 OS: linux Time: Mon Feb 2 02:33:42 2015 * Message: Need CustomerUser->CustomerKey in Kernel/Config.pm* RemoteAddress: 98.235.88.38 RequestURI: /otrs/index.pl?Action=AdminCustomerUser;Nav=Agent Traceback (12941): Module: Kernel::System::CustomerUser::LDAP::new Line: 110 Module: Kernel::System::CustomerUser::new Line: 80 Module: Kernel::Modules::AdminCustomerUser::new Line: 39 Module: Kernel::System::Web::InterfaceAgent::Run Line: 970 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41 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 *OTRS.LOG* [Mon Feb 2 04:00:56 2015][Error][Kernel::System::CustomerUser::LDAP::new][110] *Need CustomerUser->CustomerKe**y in Kernel/Config.pm* *Config.pm**:* # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2014 OTRS AG, http://otrs.com/ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> Most OTRS configuration should be done via the OTRS web interface # and the SysConfig. Only for some configuration, such as database # credentials and customer data source changes, you should edit this # file. For changes do customer data sources you can copy the definitions # from Kernel/Config/Defaults.pm and paste them in this file. # Config.pm will not be overwritten when updating OTRS. # -- package Kernel::Config; #use strict; use warnings; use utf8; sub Load { my $Self = shift; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # The database host $Self->{'DatabaseHost'} = '127.0.0.1'; # The database name $Self->{'Database'} = "otrs"; # The database user $Self->{'DatabaseUser'} = "otrs"; # The password of database user. You also can use bin/otrs.CryptPassword.pl # for crypted passwords $Self->{'DatabasePw'} = '********'; # The database DSN for MySQL ==> more: "perldoc DBD::mysql" $Self->{'DatabaseDSN'} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost}"; # The database DSN for PostgreSQL ==> more: "perldoc DBD::Pg" # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a TCP/IP connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # The database DSN for Microsoft SQL Server - only supported if OTRS is # installed on Windows as well # $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Database=$Self->{Database};Server=$Self->{DatabaseHost},1433"; # The database DSN for Oracle ==> more: "perldoc DBD::oracle" # $Self->{DatabaseDSN} = "DBI:Oracle://$Self->{DatabaseHost}:1521/$Self->{Database}"; # # $ENV{ORACLE_HOME} = '/path/to/your/oracle'; # $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS'; # $ENV{NLS_LANG} = 'AMERICAN_AMERICA.AL32UTF8'; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{LogModule::LogFile} = '/var/log/otrs.log'; $Self->{Organization} = '*********'; $Self->{ProductName} = '***********'; $Self->{DefaultLanguage} = 'pt_BR'; $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = '127.0.0.1'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=aa,dc=bbbbb,dc=ccc,dc=dd'; $Self->{'AuthModule::LDAP::UID1'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=atendentes,ou=Group,dc=aa,dc=bbbbb,dc=ccc,dc=dd'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; $Self->{AuthSyncModule} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '127.0.0.1'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=aa,dc=bbbbb,dc=ccc,dc=dd'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', # UserMobile => 'mobile', }; # Attributes needed for group syncs # (attribute name for group value key) $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'memberUid'; # (attribute for type of group content UID/DN for full ldap name) $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # AuthSyncModule::LDAP::UserSyncGroupsDefinition # (If "LDAP" was selected for AuthModule and you want to sync LDAP # groups to otrs groups, define the following.) $Self->{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = { # # ldap group 'cn=NetAdmins,ou=Group,dc=aa,dc=bbbbb,dc=ccc,dc=dd' => { # # otrs group 'admin' => { # # permission rw => 1, ro => 1, }, }, 'cn=users,ou=Group,dc=aa,dc=bbbbb,dc=ccc,dc=dd' => { 'users' => { rw => 1, ro => 1, }, } }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '127.0.0.1', BaseDN => 'dc=clientes', SSCOPE => 'sub', }, }, # customer unique id * CustomerKey => 'uid',* # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'initials', 'sn'], # # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # # add a ldap filter for valid users (expert setting) # # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any ldap queries # CacheTTL => 0, Map => [ # # note: Login, Email and CustomerID needed! # # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], # ---------------------------------------------------- # # ---------------------------------------------------- # # # # end of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use base qw(Kernel::Config::Defaults); # -----------------------------------------------------# 1; -- Cosme Corrêa Canal SAC +55 21 4042-6606

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Article Storage Type
by Ml Ml 02 Feb '15

02 Feb '15

Hello, we startet with otrs and Article attachments are stored in the DB until now. Of course the db is growing and growing we have about 10GB of DB and a backup takes ages ... Can i now switch to FS based storage and keep the articles until now in the DB? I have already tried to run the migration script from DB to FS. This fails with a few articles. Can i just skipp those and carry on? So at the end the failed articles will remain in the DB and the rest will be FS? Thanks a lot, mario

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