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Notification for notes
by Alex French 17 Nov '03

17 Nov '03

Hi all, Two quick questions about agent notes added via the web interface: - Is there an easy way to have a notification sent to all group members when a note is added (like for email followups) - Is there a way to make the latest note be shown in the queue view, like emails are? Thanks, Alex

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email
by Stefan Pampel 17 Nov '03

17 Nov '03

Hello otrs-ML, Is it possible to send a EMail? Not a response to a Ticket, but a single mail to one or more customers.. -- Best regards, Stefan mailto:stefanp@edo.uni-dortmund.de

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trouble logging in in
by Mike Vidal 17 Nov '03

17 Nov '03

I just installed otrs and everything seemed to work well. When I try to log in for the first time using root@localhost with the pasword of root the login page tells me I have the wrong username and/or password. How do I debug this?

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RE: [otrs] LDAP Integration Error
by Neil Lehouillier 17 Nov '03

17 Nov '03

Ok it seems I had the wrong host in the Config.pm. Everything seems to work now except when I go and look at the Customer User information Nothing shows up. When I look in the /var/log/messages file I find: Nov 17 15:12:40 otrs OTRS-CGI-10[3103]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Nov 17 15:12:40 otrs Nov 17 15:12:42 otrs OTRS-CGI-10[3106]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:214]: Need User or CustomerID! Nov 17 15:12:42 otrs OTRS-CGI-10[3106]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Nov 17 15:12:42 otrs Nov 17 15:12:43 otrs OTRS-CGI-10[3107]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:214]: Need User or CustomerID! Nov 17 15:12:43 otrs OTRS-CGI-10[3107]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Nov 17 15:12:43 otrs Nov 17 15:12:45 otrs OTRS-CGI-10[3108]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:214]: Need User or CustomerID! Nov 17 15:12:45 otrs OTRS-CGI-10[3108]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Nov 17 15:12:45 otrs Nov 17 15:16:37 otrs OTRS-CGI-10[3101]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Is there anything more I need to enter in the Config.pm file? Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Monday, November 17, 2003 2:30 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] LDAP Integration Error Hi Neil, On Mon, Nov 17, 2003 at 11:48:44AM -0700, Neil Lehouillier wrote: > I finally got all the required files installed and have otrs working > with apache 2.0 and Mod_perl 1.99 rpms. I got everything configured > and when I work without the ldap integration it works fine. > > When I put in the ldap information into the Config.pm file I get the > following on the http web page and in the logs: > > [Mon Nov 17 11:33:56 2003] [error] 2665: ModPerl::Registry: > IO::Socket::INET: connect: Connection refused at > /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301, <DATA> line 225.! It looks like your LDAP server isn't running! .-) > Neil Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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LDAP Integration Error
by Neil Lehouillier 17 Nov '03

17 Nov '03

Hi again, I finally got all the required files installed and have otrs working with apache 2.0 and Mod_perl 1.99 rpms. I got everything configured and when I work without the ldap integration it works fine. When I put in the ldap information into the Config.pm file I get the following on the http web page and in the logs: [Mon Nov 17 11:33:56 2003] [error] 2665: ModPerl::Registry: IO::Socket::INET: connect: Connection refused at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301, <DATA> line 225.! Has anyone encountered this before??? I've searched through the mail archive and found a couple of references but the were all for older versions of otrs. Thanks.... Neil

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RE: [otrs] Setup OTRS to use a virtual host (ie: otrs.domain.com)
by Erik Spigle 17 Nov '03

17 Nov '03

That's the deal. The apache user group has ownership of the pictures. When I setup my httpd.conf file like this: Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> the pictures display fine and the whole deal works fine. It's only when I try to setup OTRS as a name-based virtualhost that I run into my issues. Are you referring to some httpd.conf directive to give the name-based virtualhost the proper access? I can't figure out what else to do to my directives inside of <virtualhost *></virtalhost> to give the proper access rights. -----Original Message----- From: Paul [mailto:otrs-users@neenerville.com] Sent: Monday, November 17, 2003 2:49 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Setup OTRS to use a virtual host (ie: otrs.domain.com) Hi, > Here's the deal, now. I can actually log in, but all my graphics are > missing (items under /otrs-web). Here is the error I get when trying to > directly go to a picture: > > Forbidden > You don't have permission to access /otrs-web/images/Standard/warning.png > on this server. Have you considered giving apache access to the picture files? Check your permissions in relation to the user/group apache is running as. _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Setup OTRS to use a virtual host (ie: otrs.domain.com)
by Erik Spigle 17 Nov '03

17 Nov '03

Here is what I have tried so far, but to no avail. <VirtualHost *> ServerName otrs.mydomain.com ServerAlias otrs.mydomain.com ServerAdmin support(a)mydomain.com DocumentRoot /usr/local/otrs/bin/cgi-bin DirectoryIndex /index.pl ErrorLog /var/log/apache/otrs-error.log CustomLog /var/log/apache/otrs-access.log common Alias /otrs-web "/usr/local/otrs/var/httpd/htdocs" <Location /> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> <Directory "/usr/local/otrs/bin/cgi-bin"> AllowOverride None Options ExecCGI Order allow,deny Allow from all </Directory> <Directory "/usr/local/otrs/bin/cgi-bin"> AllowOverride None Options ExecCGI Order allow,deny Allow from all </Directory> </VirtualHost> Here's the deal, now. I can actually log in, but all my graphics are missing (items under /otrs-web). Here is the error I get when trying to directly go to a picture: Forbidden You don't have permission to access /otrs-web/images/Standard/warning.png on this server. -------------------------------------------------------------------------------- Apache/1.3.27 Server at otrs.mihlfeld.com Port 80 It seems to obviously be a permissions error. The odd part is all the permissions are in place from how the readme says (on the file structure) and they work fine when I'm not using a name-based virtualhost: Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> That works just fine when I'm not going for a name-based virtualhost (which I want one, though). So I think the webserver has the right access to the physical location, but I'm obviously not setting it up right in the http.conf file for it to access the files. Also, another oddity with the virtualhost part is in Windows, I can type http://otrs.mydomain.com and it will go to the index.pl login page. In linux it will try to download some file unless I explictly type in http://otrs.mydomain.com/index.pl This is not the issue with the non-virtualhost type setup (ie: http://www.mydomain.com/) Anyway, I just wanted to provide some more information. I'm sure this is an easy fix, but it's escaping me right now given my apache knowledge isn't the greatest. Thanks! -----Original Message----- From: Erik Spigle Sent: Monday, November 17, 2003 11:57 AM To: otrs(a)otrs.org Subject: [otrs] Setup OTRS to use a virtual host (ie: otrs.domain.com) I got OTRS up and running just fine with its default setup in apache where it resudes under your domain as a sub-directory (ie: www.domain.com/otrs) However, what I would like to do is actually set it up as its own virtual name host (ie: otrs.domain.com) That would put the root of the site at that virtual host rather than /otrs behind whatever the host is. I'm not the greatest with apache virtual hosts, but I can mak them work for the most part. It seems that OTRS is a bit different in how it works and I'm not readily figuring out how to make it work as a virtual host, however. I am trying to set it up under Apache 1.3.27 on a Debian Testing box. Can someone show me how I can adapt the example configuration for apache into one that uses a virtual name host and where the root of the site resides right under that address (ie: otrs.domain.com) instead of a subdirectory (ie: www.domain.com/otrs or otrs.domain.com/otrs) Thankyou _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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Setup OTRS to use a virtual host (ie: otrs.domain.com)
by Erik Spigle 17 Nov '03

17 Nov '03

I got OTRS up and running just fine with its default setup in apache where it resudes under your domain as a sub-directory (ie: www.domain.com/otrs) However, what I would like to do is actually set it up as its own virtual name host (ie: otrs.domain.com) That would put the root of the site at that virtual host rather than /otrs behind whatever the host is. I'm not the greatest with apache virtual hosts, but I can mak them work for the most part. It seems that OTRS is a bit different in how it works and I'm not readily figuring out how to make it work as a virtual host, however. I am trying to set it up under Apache 1.3.27 on a Debian Testing box. Can someone show me how I can adapt the example configuration for apache into one that uses a virtual name host and where the root of the site resides right under that address (ie: otrs.domain.com) instead of a subdirectory (ie: www.domain.com/otrs or otrs.domain.com/otrs) Thankyou

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Entry in Errorlog when closing Ticket..
by Dennis.Buehring＠net-and-works.de 15 Nov '03

15 Nov '03

Hi, this error occurs every time i close a ticket index.pl: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/System/Ticket/SendNotification.pm line 40. This is Line 40 : $Param{To} = $Param{To}.$Self->{ConfigObject}->Get ("NotificationAlwaysCc$Param{Type}"); Anyone got a clue ??? mfg Dennis

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SOLVED - Setting email up - using a SMTP server in other comput e r
by Navarro, Jose 15 Nov '03

15 Nov '03

Robert, >So, the solution were to always and everytime use email address that >include a FQDN or set the following in Config.pm to omit the check: > $Self->{CheckMXRecord} = 0; You were ***partially*** right. I changed the email addresses to meet the FQDN (from someaddress@localhost to someaddress(a)my.full.qualified.domain.name.com) and everything is working fine now. However, some comments to illustrate my particular situation. I hope these will be of help in any future situations similar to mine. (1) My FQDN was already my.full.qualified.domain.name.com, not localhost (2) My CheckMXRecord was ALREADY set to 0 (I did that at least 5 emails ago, when my SMTP mail didn't work, remember?) (3) Email was working in every other case (for instance, a phone followup or when "I forgot my password"). So it seems that either CheckMXRecord is [not] used only sometimes or that the actual check is made between the FQDN and the email addresses. Well, THANK YOU VERY MUCH!!! OTRS is now fully working on my company. It will be on duty next monday. THANKS AGAIN. Jose. P.S.: Just a stupid question, easy to answer; what are the meanings of the ticket states? Sometimes a single word or a small number of these are not enough to transmit the semanthics behind them. Here's my guess: new | A newly created ticket. Nothing has been done with it yet but sent by first time to the admin. open | The ticket is being processed. Some actions has been taken. closed successfully | Obvious (at least for me). closed unsuccessfully | Again, seems to be clear for me. pending auto close - | ?????? No guess!!! pending auto close + | ?????? No guess!!! pending reminder | ?????? No guess!!! removed | Removed from the database??? I suppose that the various "pending something else" states indicate that the ticket has been acknowledged by the administrator of the queue but he/she cannot devote any efforts by now because of whatever reasons he/she has. What really puzzles me is the "auto close +" "auto close -" and "reminder" tags. Can you just send me a few words about the meaning you gave to these states? Thanks alot and again. José.

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