- otrs - OTRS mailing lists

Re: [otrs] Fatal Error user 'otrs' '@' '10.3.0.56' acess denied (using password: yes) windows installer
by Mark Dissington 02 Jul '13

02 Jul '13

>>> On 27/06/2013 at 22:10, Ryan Jones <rjones(a)aereo.com> wrote: > the 'otrs' '@' '10.3.0.56' user wasn't created. I created it manually and > set the pw and still no luck > If your Application and MySQL servers are on different boxes check to ensure the MySQL server is listening on the correct IP address AND that you have the firewall open for the MYSQL port (TCP 3306) at least allowed for the application server. M. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

4 4

Customer/Group Mapping
by Roman Gelfand 02 Jul '13

02 Jul '13

While agent/group mapping has a full array of fine-grained of permissions, the customer/group access permission only shows RO or RW. Is there a way to add permissions like change owner, move to queue, etc..? If this is not a proper use in case of customer/group, please, let me know. Thanks in advance

3 3

Is basic ACL debugging possible?
by Bogdan Iosif 02 Jul '13

02 Jul '13

Hi list, Can I configure OTRS to: 1. Write in a log file when Config.pm is reloaded? (Is there any other deterministic way to tell that the file was reloaded?) 2. Write in a log file when ACL parsing fails? -=- The reason I'm asking is due to troubles with my ACLs. I can't determine by myself why they don't work as expected because I haven't found ANY way to see a message from OTRS when ACL parsing fails. I checked the log file (\var\log\otrs.log) and Apache's log files (\logs\error.log). I feel like I'm missing something super obvious. It can't be that ACLs either magically work or they magically don't. Thanks, Bogdan

2 2

Re: [otrs] Help on upgrade to OTRS 3.2.8
by Wielbert Collinson 02 Jul '13

02 Jul '13

Hi, I have tried the solution from Bogdan Iosif on the forum to run (C:\Program Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs < "C:\Program Files (x86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql") and I have received another error message. Please note that if I run C:\Program Files (x86)\OTRS\OTRS\scripts> it doesn't open the sql window. Example if I run C:\Program Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs. It prompts with a n error message that it cannot find the MYSQL file. However, if I run C:\Program Files (x86)\OTRS\mysql\bin>mysql -uroot otrs it opens the MYSQL Window. I have tried the command and below is the error message. C:\Program Files (x86)\OTRS\mysql\bin>mysql -uroot otrs < "C:\Program Files (x86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql".ERROR 1091 (42000) at line 7: Can't DROP 'group_read'; check that column/key exists I have ran the perl update and it gave me the following error message C:\Program Files (x86)\OTRS\mysql\bin>perl DBUpdate-to-3.2.pl Can't open perl script "DBUpdate-to-3.2.pl": No such file or directory Please note that both the command have been executed using C:\Program Files (x86)\OTRS\mysql\bin> and not C:\Program Files (x86)\OTRS\OTRS\scripts> Regards,

2 1

Re: [otrs] otrs print linked tickets
by Carlos Igor Silva 01 Jul '13

01 Jul '13

Hi, there is something i am trying to do on otrs but a just can"t. i want to print all linked ticket like just one!, someone can help me? so if a print a parent ticket i can se the children and their states, so like this i will see where my ticket stopped! > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 58, Issue 1 > To: otrs(a)otrs.org > Date: Mon, 1 Jul 2013 15:52:07 +0000 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: How to add a new field to Agent's profile? (Daniel Santos) > 2. Help on upgrade to OTRS 3.2.8 (Wielbert Collinson) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 01 Jul 2013 11:11:55 -0300 > From: Daniel Santos <daniel.santos(a)etice.ce.gov.br> > Subject: Re: [otrs] How to add a new field to Agent's profile? > To: otrs(a)otrs.org > Message-ID: <51D18E2B.4040300(a)etice.ce.gov.br> > Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" > > Hi Gerald, > > I successfully created the field (XMPPJID) on our agent preferences > screen based on your link. But now I'm stuck trying to retrieve this > value in a Ticket Event module. I've already tried $Param{XMPPJID}, > $Param{Data}->{XMPPJID}, but it doesn't work. > > Daniel Santos > daniel.santos(a)etice.ce.gov.br > ETICE - Empresa de Tecnologia da Informa??o do Cear? > www.etice.ce.gov.br > +55 85 3101.6600 > > On 06/26/13 11:26, Gerald Young wrote: > > http://forums.otterhub.org/viewtopic.php?f=60&t=19936 > > > > > > On Wed, Jun 26, 2013 at 10:13 AM, Daniel Santos > > <daniel.santos(a)etice.ce.gov.br <mailto:daniel.santos@etice.ce.gov.br>> > > wrote: > > > > Hi there. > > > > What's the correct way to add a new field (JabberUID) in the > > Agent's profile so we can configure our Agents to receive > > notifications on email and Jabber? > > > > I'm thinking on setting up a Ticket Event to make it send these > > Jabber notifications when a Ticket reaches its EscalationTime. > > > > Is there any way to create a new ArticleType (I.E: > > xmpp-notification) so I can create an Notification Event and use > > it to notify my Agents via Jabber instead of creating a Ticket Event? > > > > Thanks in advance! > > > > -- > > Daniel Santos > > daniel.santos(a)etice.ce.gov.br <mailto:daniel.santos@etice.ce.gov.br> > > ETICE - Empresa de Tecnologia da Informa??o do Cear? > > www.etice.ce.gov.br <http://www.etice.ce.gov.br> > > +55 85 3101.6600 > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > > > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >

1 0

Help on upgrade to OTRS 3.2.8
by Wielbert Collinson 01 Jul '13

01 Jul '13

Hi, I have followed the video of Shawn Beasley from Youtube to upgrade from 3.2.6 to 3.2.8. I get a message when i update the database and Perl I get the error message while performing the perl update I get the message " The system cannot find the file specified". C:\Program Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs < C:\Program Files (x 86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql and if i skip the above part i get the below message for PERL upate C:\Program Files (x86)\OTRS\OTRS\scripts>perl DBUpdate-to-3.2.pl Migration started... DBI connect('database=otrs;host=localhost;','otrsadmin',...) failed: Access deni ed for user 'otrsadmin'@'localhost' (using password: YES) at C:/Program Files (x 86)/OTRS/OTRS/Kernel/System/DB.pm line 253 >> Can't write C:/PROGRA~2/OTRS/OTRS/var/log/otrs.log: Permission denied << ERROR: OTRS-DBUpdate-to-3.2-99 Perl: 5.12.3 OS: MSWin32 Time: Mon Jul 1 19:33:5 1 2013 Message: Access denied for user 'otrsadmin'@'localhost' (using password: YES) Traceback (676): Module: Kernel::System::DB::new (OTRS 3.2. Line: 224 Module: main::_CommonObjectsBase (unknown version) Line: 143 Module: DBUpdate-to-3.2.pl (unknown version) Line: 68 Got no DBObject! at C:/Program Files (x86)/OTRS/OTRS/Kernel/System/SysConfig.pm line 101. Step 1 of 10: Refresh configuration cache... C:\Program Files (x86)\OTRS\OTRS\scripts> Regards,

2 1

Core.UI.InitCheckboxSelection is not a function after upgarde to 3.2.8
by mofoe 28 Jun '13

28 Jun '13

Hello list, after upgrading a pretty old otrs instance to 3.2.8 ( i had to go from 2.4.9 -> 3.0.20 -> 3.1.17 -> 3.2.8) i get a message box when ever i select something from the "Tickets" menu. After that i can not click on any buttons on the web page any more. Every thing else seems to work fine. i saw some other people with the same error, but could not find a solution: - http://forums.otterhub.org/viewtopic.php?f=35&t=21065 - http://forums.otterhub.org/viewtopic.php?f=31&t=19553 Any help would be highly appreciated! Thank you very much. With best regards, moe

1 1

Problem upgrading to 3.2.8 on Windows (cause?: old HTTPD binaries in latest installer?)
by Bogdan Iosif 28 Jun '13

28 Jun '13

Hi list, I'm trying to upgrade to 3.2.8, from 3.1.10, on Win 2008 R2 with SP1 and I'm running into an ugly problem that I think is related to the Apache config deployed by OTRS's Windows installer 2.4.8. I used this 3.2.8 package because I made the common sense assumption that its installer is more stable than the latest beta for OTRS's Windows installer 3.0.0. First, I performed a clean install (in a VM where Windows itself was freshly installed) using otrs-3.2.8-win-installer-2.4.8.exe. When it came time to run the web installer I instead switched to following instructions for the upgrade from here: https://github.com/OTRS/otrs/blob/rel-3_2_8/UPGRADING.md =Symptoms= Everything went OK with the upgrade up to, and through, step "12. Restart your services". When I reached step 13 and needed to start using OTRS's admin interface, I discovered the application is unusable because Apache's process crashes very suddenly after a few HTTP requests and OTRS is effectively shutdown afterwards. If I attempt to manually restart the Apache service then it crashes again very soon, following the same pattern. The Event Log contains some cryptic messages like: ==System Log== The Apache2.2 service terminated unexpectedly. ==Application Log== Faulting application name: httpd.exe, version: 2.2.22.0, time stamp: 0x4f242d7a Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000 Exception code: 0xc0000005 Fault offset: 0x753a34c1 Faulting process id: 0x458 Faulting application start time: 0x01ce6cdea9707025 Faulting application path: C:\Program Files (x86)\OTRS\Apache\bin\httpd.exe Faulting module path: unknown Report Id: 3c668618-d8d2-11e2-b6da-000c29f4581a Faulting application name: httpd.exe, version: 2.2.22.0, time stamp: 0x4f242d7a Faulting module name: IPHLPAPI.DLL_unloaded, version: 0.0.0.0, time stamp: 0x4ce7b859 Exception code: 0xc0000005 Fault offset: 0x753a34c1 Faulting process id: 0x6bc Faulting application start time: 0x01ce6cdeb6fa43b4 Faulting application path: C:\Program Files (x86)\OTRS\Apache\bin\httpd.exe Faulting module path: IPHLPAPI.DLL Report Id: 3bfdbf74-d8d2-11e2-b6da-000c29f4581a =My Investigation= The following recent post (in German) describes almost the same exact problem that I have: http://stefan.pachlina.net/index.php?option=com_content&view=article&id=317… Reading through Google Translate, I saw the author pinpointing the root cause to a faulty version of \OTRS\apache\bin\libapr-1.dll. He said the bad version is 1.4.5.0 and recommends instead either 1.3.6.0 or 1.4.6.0. Note that I currently have 1.4.5.0 in production and haven't ran into any problems. Also, I have no idea how the post author identified that DLL to be the problem. The output from "httpd -v" is identical between my prod (3.1.10) and test (3.2.8) envs but after doing a folder comparison I see a lot of differences in files from apache\bin. First, there are a lot of *.DLL and *.SO files that are different and the versions deployed with 3.2.8 seem a lot older (from 2009) than those deployed with 3.1.10 (from 2012). Here is a report (copy/paste in notepad to see it clearly): Name Version Size Modified Name Version Size Modified ------------------------------------------------------------------------------------------------------------------------------- bin 9`108`428 19-Jun-2013 15:52:38 bin 28`155`388 19-Jun-2013 15:50:52 +libaprutil-1.dll 1.4.1.0 192`604 28-Jan-2012 12:15:46 >> +libaprutil-1.dll 1.3.8.0 188`496 06-Jul-2009 23:21:36 +libapr-1.dll 1.4.5.0 139`347 28-Jan-2012 12:11:16 >> +libapr-1.dll 1.3.6.0 135`239 06-Jul-2009 23:21:20 +libapriconv-1.dll 1.2.1.0 36`958 28-Jan-2012 12:11:24 >> +libapriconv-1.dll 1.2.1.0 36`946 06-Jul-2009 23:21:24 +apr_dbd_oracle-1.dll 1.4.1.0 32`868 28-Jan-2012 12:15:54 >> +apr_dbd_oracle-1.dll 1.3.8.0 32`856 06-Jul-2009 23:21:38 +apr_dbd_sqlite3-1.dll 1.4.1.0 28`773 28-Jan-2012 12:15:52 >> +apr_dbd_sqlite3-1.dll 1.3.8.0 28`761 06-Jul-2009 23:21:38 +apr_dbd_pgsql-1.dll 1.4.1.0 28`771 28-Jan-2012 12:15:56 >> +apr_dbd_pgsql-1.dll 1.3.8.0 28`759 06-Jul-2009 23:21:38 +apr_dbd_mysql-1.dll 1.4.1.0 28`771 28-Jan-2012 12:15:58 >> +apr_dbd_mysql-1.dll 1.3.8.0 28`759 06-Jul-2009 23:21:38 +apr_dbd_odbc-1.dll 28`770 28-Jan-2012 12:15:50 >> +apr_dbd_odbc-1.dll 28`758 06-Jul-2009 23:21:38 \apr_ldap-1.dll 1.4.1.0 24`671 28-Jan-2012 12:15:50 >> \apr_ldap-1.dll 1.3.8.0 24`659 06-Jul-2009 23:21:36 ------------------------------------------------------------------------------------------------------------------------------- There are more differences, amongst which the most notable are a lot of *.SO files in \apache\bin\iconv that are even older (from 2008). Last but not least, there are a lot of *.PDB files sprinkled through \bin subfolders. =Bottom Line= I don't know what to make out of this difference in DLL versions. It seems the installer's author started to use older versions on purpose but I don't know why. Can someone make sense of this problem or at least provide me with some info about a 3.2.x release whose Windows installer works on Windows 2008 R2? /bogdan

3 12

New Ticket create not working table format
by KalyanaChakravarthy MP 28 Jun '13

28 Jun '13

Hi , Customer view or agent view create and update ticket text area option table and number list showing fine. But after sending or submit ticket it showing only plain text and number list displaying "-". How to change plan text to rich text. I am trying changes 1. PostmasterAutoHTML2Text --no 2. Frontend::RichText --- yes But not working anyone help me. Regards, Kalyana chakravarthy M .P, Sr software Engineer.

1 0

Fatal Error user 'otrs' '@' '10.3.0.56' acess denied (using password: yes) windows installer
by Ryan Jones 27 Jun '13

27 Jun '13

Hey folks, I just ran the windows installer for otrs it was able to connect to my db server just fine and created the table and the user and give me all green after that step of the installation is complete. however on the next page it throws the error in my subject line.. any guidance on this ? Please don't suggest *nix because it's not an option for this installation.. thanks -- Ryan Jones Net Ops rjones(a)aereo.com Mobile: 1-347-948-9238 Office: *1-646-843-0365*

2 8