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Monitoring of the queues
by Ralf Hildebrandt 28 Sep '18

28 Sep '18

We#d like to programmatically query the number new or open tickets in our OTRS 5 installation. How would we go about doing that? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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The performing of script DBUpdate-to-6.pl never ends
by Willian Silva 27 Sep '18

27 Sep '18

Hello, I am trying to do an upgrade from OTRS 5.0.22 to OTRS 6.0,11. When I perform (as otrs user) the script DBUpdate-to-6.pl, it stops at this point: *Requirement check for: Create entries in new article table ...* The performing of the script does not proceed, never ends ! Any ideas ? Best Regards, Willian Silva.

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Query String for Searching tickets
by Alexis HAUSER 25 Sep '18

25 Sep '18

Hi, I would like to add a link in a web application that would search for a user in OTRS, for example, by using query strings. I found out it was possible to reach the search with the following URL : [ https://support-disi.imt-atlantique.fr/otrs/index.pl?Action=AgentTicketSear… | https://mysupport.com/otrs/index.pl?Action=AgentTicketSearch;SubAction=Open… ] However, it doesn't seem to be able to pass a parameter like search=something or FullText=something i.e. [ https://support-disi.imt-atlantique.fr/otrs/index.pl?Action=AgentTicketSear… | https://mysupport.com/otrs/index.pl?Action=AgentTicketSearch;SubAction=Open… ] Any ideas what query strings I can use to make a specific search ? Regards

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Agent Ticket Forward - Attachments
by Kristofer Pettijohn 21 Sep '18

21 Sep '18

When viewing an article and clicking "Forward" I noticed that attachments are not included. Is this by design, a bug, or is there an option to include the original attachments some how? It seems as though inline attachments are kept, but not others. I checked the AgentTicketForward SysConfig options, but do not see any settings for choosing whether or not attachments can be included. Thanks, Kris

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OTRS 6.0.10 Auth Sync Bug?
by DHilsbos＠performair.com 19 Sep '18

19 Sep '18

All; I believe I have run into a bug in how Auth.pm handles Auth Sync modules in OTRS 6.0.10. I have two different LDAP (Active Directory) domains which need to authenticate agents, thus I have the following in Config.pm: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '<AD_DC_0_IP>'; . . . $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '<AD_DC_0_IP>'; . . . $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '<AD_DC_1_IP>'; . . . $Self->{'AuthModule::UseSyncBackend1'} = 'AuthSyncBackend'; $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = '<AD_DC_1_IP>'; . . . I'm sorry, I don't have line numbers for this, but the problem appears to come from here: # configured auth sync backend my $AuthSyncBackend = $ConfigObject->Get("AuthModule::UseSyncBackend$Count"); // Despite $Count being 1, the configuration for host 0 is returned here. if ( !defined $AuthSyncBackend ) { $AuthSyncBackend = $ConfigObject->Get("AuthModule{$Count}::UseSyncBackend"); } # for backwards compatibility, OTRS 3.1.1, 3.1.2 and 3.1.3 used this wrong format (see bug#8387) # sync with configured auth backend if ( defined $AuthSyncBackend ) { # if $AuthSyncBackend is defined but empty, don't sync with any backend if ($AuthSyncBackend) { # sync configured backend $Self->{$AuthSyncBackend}->Sync( %Param, User => $User ); // Attempts to sync against host 0, when authenticated by host 1 } } I don't believe this is the correct fix, but by changing these lines from: if ($AuthSyncBackend) { . . . $Self->{$AuthSyncBackend}->Sync( %Param, User => $User ); To: if ("AuthSyncBackend$Count") { . . . $Self->{"AuthSyncBackend$Count"}->Sync( %Param, User => $User ); Synchronization occurs correctly. Thank you, Dominic Hilsbos Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com www.PerformAir.com

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Proxying OTRS Customer Portal
by DHilsbos＠performair.com 06 Sep '18

06 Sep '18

All; I'm going to be setting up a new OTRS 6 instance with the customer portal facing the Internet. For security purposes I will be reverse proxying the customer portal, over HTTPS, using nginx. The default installation of OTRS has the customer portal at <hostname>/otrs/customer.pl, since I will be reverse proxying anyway, I'd like this to appear at <hostname>/. Are there any special directives I should include in the nginx reverse proxy configuration to smooth this setup? Has anyone done this before, and would be willing to give me some pointers? Thank you, Dominic Hilsbos Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com 300 S. Hamilton Pl. Gilbert, AZ 85233 Phone: (480) 610-3500 Fax: (480) 610-3501 www.PerformAir.com

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Agent LDAP Issue
by DHilsbos＠performair.com 04 Sep '18

04 Sep '18

All; As I mentioned last week, I'm setting up a new OTRS 6 instance. I have experience running OTRS 5. In my OTRS 5 instance, we have one agent backend linked to LDAP (Active Directory), and several Customer backends linked to LDAP (Active Directory). For this new instance we'll have several agent backends, linked to LDAP (Active Directory), and we'll use the default behavior for Customers. I've run into an issue where I least expected it, with the LDAP configuration. Here's the message I'm getting: ERROR: OTRS-CGI-64 Perl: 5.16.3 OS: linux Time: Tue Sep 4 08:59:56 2018 Message: Search failed! 000004DC: LdapErr: DSID-0C09075A, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, v1db1 RemoteAddress: 10.2.59.1 RequestURI: /otrs/agent.pl Traceback (31582): Module: Kernel::System::Auth::LDAP::Auth Line: 215 Module: Kernel::System::Auth::Auth Line: 152 Module: Kernel::System::Web::InterfaceAgent::Run Line: 248 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_agent_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 ERROR: OTRS-CGI-64 Perl: 5.16.3 OS: linux Time: Tue Sep 4 08:59:56 2018 Message: No UserID found for '<username>'! RemoteAddress: 10.2.59.1 RequestURI: /otrs/agent.pl Traceback (31582): Module: Kernel::System::User::UserLookup Line: 968 Module: Kernel::System::Auth::Auth Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run Line: 248 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_agent_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 I find this odd, because the initial bind does seem to be occurring, i.e. the first bind error isn't being generated at line 192 of Auth::LDAP, and it doesn't seem to attempt to re-bind until line 308. Does anyone have any pointers on what I might be missing here? Thank you, Dominic L. Hilsbos Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com 300 S. Hamilton Pl. Gilbert, AZ 85233 Phone: (480) 610-3500 Fax: (480) 610-3501 www.PerformAir.com

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REMOTE_USER not available for HTTPBasicAuth
by Jason Haar 24 Aug '18

24 Aug '18

Hi there I'm wanting to protect otrs behind a SSO apache module (auth_openidc). That module sets a bunch of environment variables that I can see via a PHP script - including of course REMOTE_USER. But otrs doesn't seem to see REMOTE_USER. I'm using the latest "OTRS Patch level 10" release for CentOS-7. It works fine in standard mode - but trying to flip it to HTTPBasicAuth just causes it to trigger "Login failed! Your user name or password was entered incorrectly". I then created /opt/otrs/bin/cgi-bin/test.pl to just print out all env variables, and I can see REMOTE_ADDR, SCRIPT_NAME - but not REMOTE_USER I then copied that perl CGI to /var/www/cgi-bin, and running that *does* show REMOTE_USER. So the config for otrs is different? I haven't touched CGI before so I'm at a loss to figure out what's gone wrong. Does the otrs install strip it out or something? The install seems to use mod_perl (I can see MOD_PERL defined) - but /var/www/cgi-bin does not use mod_perl (that var isn't showing) - so I suspect that's involved - but I don't know how... Any ideas? Thanks -- Cheers Jason Haar Information Security Manager, Trimble Navigation Ltd. Phone: +1 408 481 8171 PGP Fingerprint: 7A2E 0407 C9A6 CAF6 2B9F 8422 C063 5EBB FE1D 66D1

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Ticket Process do not add attachments
by Alvaro Cordero 23 Aug '18

23 Aug '18

Hello, I am using otrs-community version 6.0.10 with some processes configured. My installation es running on CentOS 7.5. with apache and MariaDB. My ArticleStorge Module is set to File System. I found out that when creating a Ticket Process or using any of the AD, even if I can choose an attachment it does not get attached to the Ticket. I can use a regular note screen and add attachments. Has anyone seen this issue before. I don't see any logs on this issue. -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro(a)gridshield.net

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OTRS 6.0.10 - Survey - Missing parameter Year
by Matthias Weigel 21 Aug '18

21 Aug '18

Hello, after I successfully migrated from OTRS 5.0.23 to OTRS 6.0.10, I also upgraded the ITSM and the Survey module to the latest versions. All needed perl modules are fine and properly installed. Now I receive the following errors: Subject: OTRS Scheduler Daemon Cron: SurveyRequestsSend ERROR: OTRS-otrs.Console.pl-Maint::Survey::RequestsSend-10 Perl: 5.20.2 OS: linux Time: Tue Aug 7 19:20:07 2018 Message: Missing parameter Year. Traceback (30907): Module: Kernel::System::DateTime::_CPANDateTimeObjectCreate Line: 1846 Module: Kernel::System::DateTime::new Line: 151 Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306 Module: Kernel::System::ObjectManager::Create Line: 241 Module: Kernel::System::Survey::Request::RequestSend Line: 470 Module: Kernel::System::Console::Command::Maint::Survey::RequestsSend::Run Line: 136 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 144 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: bin/otrs.Daemon.pl Line: 137 ERROR: OTRS-otrs.Console.pl-Maint::Survey::RequestsSend-10 Perl: 5.20.2 OS: linux Time: Tue Aug 7 19:20:07 2018 Message: Error creating DateTime object. Traceback (30907): Module: Kernel::System::DateTime::new Line: 154 Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306 Module: Kernel::System::ObjectManager::Create Line: 241 Module: Kernel::System::Survey::Request::RequestSend Line: 470 Module: Kernel::System::Console::Command::Maint::Survey::RequestsSend::Run Line: 136 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 144 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: bin/otrs.Daemon.pl Line: 137 It seems like the Survey Module can't determine the Year to use? Did anyone ever run into the same problem? Thanks in advance. Cheerio -- Matthias Weigel -- --------------------------------------------- Headquarters: Berlin, Potsdamer Platz 11 in 10785 Berlin Geschäftsführer: Robin Behlau (CEO), Mathias Klement, Frank Moser Beiratsvorsitzender: Mario Kohle Amtsgericht Charlottenburg: HRB 114881B Ust-ID.: DE261092767 --------------------------------------------- Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet.

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