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Problems upgrading from 2.4.7 to 3.0.2 on OpenSuse 11.2 system
by Erik van Ast 19 Nov '10

19 Nov '10

Hi all, I need help upgrading from 2.4.7 to 3.0.2. I downloaded the file OTRS-3.0.2-01.noarch.rpm file from the OTRS.org website and I tried to follow the instructions in http://doc.otrs.org/3.0/en/html/x907.html 3.3 Upgrading the OTRS Framework. We are installing it on a OpenSuse 11.2 system, but we have little knowledge of Linux systems. The 2.4.7 system worked fine all the time, but we are not getting this 3.0 version up and running. What did we do (our reference is the website)? * Stopping all relevant services succeeded with 1 exception (apache), but I presume that is because we don't have it? * Backing up everything succeeded * We didn't set up a new system * The install by double clicking the file succeeded * We also restored the old config file successfully * Set file permissions also was succesfull * Apply the database changes (part 1/2) didn't succeed. When running the script "cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs" we receive the following message "ERROR 1045 (28000) : Access denied for user 'root'@'localhost' (using password:YES) * Run the migration script succeeded without errors * Apply the database changes (part 2/2) failed with the same error as above! * Refresh the configuration and delete caches. Please run: shell> bin/otrs.RebuildConfig.pl and shell> bin/otrs.DeleteCache.pl succeeded without errors * Restart your services also succeeded without the apache After this when I try to go to our OTRS website (http://our system name/otrs/index.pl) I get the following error : "Software error: Can't load backend module Kernel::System::Cache::File! at /opt/otrs//Kernel/System/Cache.pm line 83." Can someone please help us? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 17 november 2010 11:36 To: otrs(a)otrs.org Subject: otrs Digest, Vol 26, Issue 38 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: Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) (Mark Shepard) 2. Re: Errors when installling ITSMChangeManagement-2.1.1 (Alexander Halle) 3. Get ticket time (Eloy Coto Pereiro) 4. Re: Errors when installling ITSMChangeManagement-2.1.1 (Marius Vaitiekunas) 5. Re: When will there be a compatible OTRS::ITSM for OTRS 3.0.X? (Hugh Kelley) ---------------------------------------------------------------------- Message: 1 Date: Wed, 17 Nov 2010 03:14:40 -0500 From: Mark Shepard <mark.shepard(a)canoe-ventures.com> Subject: Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <8399022D32B11F44BB580970FC6D54CC060C8779C9(a)CNV-EXCHANGE01.canoe-ventures.com> Content-Type: text/plain; charset="us-ascii" Hugh - this was/is extremely helpful, and exactly what I was looking for. Unfortunately, I don't have the time right now to look into optimizations, but if we end up making any modifications down the road I'll be sure to let you know. Thanks again! From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Hugh Kelley Sent: Tuesday, November 16, 2010 7:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1) Mark, we had a similar request from our agents so I created the attached OPM. I hadn't expected it would be shared so it is still pretty rough. You can at least use it as a guide. It's a pretty direct re-purposing of the "stock" AgentDashboardTicketGeneric. While we're on the subject of re-use, I'll admit to being a Perl novice and would appreciate any tips on how I might inherit from/extend Perl modules in the future (so that I don't have to manually copy over fixes to the original modules). Any tips? Hugh On Tue, Nov 16, 2010 at 7:33 PM, Mark Shepard wrote: Hello - I'm attempting to create a "My Tickets" view for the agents that will show only tickets where the logged-in agent is the owner. I've attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using "Attribute: OwnerIDs=1;OwnerIDs=1" as a test. (The double entry is due to what I understand to be a known bug - referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under "My Queues", under "Locked Tickets" it still shows an owner other than OwneriDs=1, and under "all" it still shows all tickets (regardless of owner). Ultimately, I'd like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible. Any thoughts? Thanks, Mark --------------------------------------------------------------------- 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

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OTRS 3.0 with ITSM 2.0.3
by Straccialano, Rosanna 19 Nov '10

19 Nov '10

Hi, I am thinking of upgrading OTRS to version 3, will the ITSM side of it still work? Thank you, Rosanna

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What is the preferred OS for 3.02?
by Wes 19 Nov '10

19 Nov '10

I'm going to go ahead an try to create a test 3.02 installation, what Linux distro do you recommend I use? I remember a long time ago OpenSuse was the choice. The system requirements page doesn't give a preferred OS. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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GenericAgent, auto-forwarding tickets
by Alexander Halle 18 Nov '10

18 Nov '10

Hi, I need to automatically forward all tickets that get moved to a certain queue. This functionality isn't implemented in the GenereicAgent. Could someone please give me a hint how to realize this via the GenericAgent CMD option ? I know how to send emails via script but I don't know how to use the CMD option. How can I access the subject, sender (customer) and body of the ticket ? Hints are also very welcome. Thanks in advance. Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123

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Re: [otrs] Unable to send agent notifications
by Marco Vannini 18 Nov '10

18 Nov '10

Are you using sendmail or smtp to send? Could be a problem of "bare lf" ? Il giorno 18/nov/2010 02:25, "Mikola Rose" <mrose(a)power-soft.com> ha scritto: Does anyone know why I otrs would have issues with sending notifications? Wed Nov 17 17:14:18 2010 notice OTRS-CGI-10 Sent agent 'OwnerUpdate' notification to '*****(a)power-soft.net'. Wed Nov 17 17:14:18 2010 error OTRS-CGI-10 Can't send message: 550Start mail input; end with <CRLF>.<CRLF> Mik --------------------------------------------------------------------- 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

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Is it possibile to block ticket reopening?
by Luca Maranzano 18 Nov '10

18 Nov '10

Hello all, we are currently using Otrs 2.3.4 and planning the upgrade to the 3.0. In our current setup, it is possible for an agent to close a ticket which has already been closed. Is it possibile to prevent this operation? this is a problem for us, since it breaks the time counting and the SLA associated with the particular queue. Thanks in advance. Kind regards, Luca

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logging change of ticket title in ticket history
by Alexander Halle 18 Nov '10

18 Nov '10

Hi, does someone know why chanigng the ticket title isn't logged in the ticket history ? I'm not sure whether I should report this as bug or feature request. Usally OTRS documents the whole life of a ticket to be on the safe side. IMHO changing the ticket title is a critical action since a wrong title (wrong content, not typing errors) could lead to a wrong handling of the ticket. Thanks in advance Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123

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Problem with Active Directory
by ckyony 18 Nov '10

18 Nov '10

Dear All, I have otrs 2.4.9 installed on Ubuntu 10.04. I'd like to authenticate my customers using Active Directory installed on Windows 2003. I read a couple of templates as well as the admin manual but I failed so far. Any help will be much appreciated. --My config.pm package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # $Self->{'Database'} = 'otrs'; $Self->{'DatabaseUser'} = 'otrs'; $Self->{'DatabasePw'} = 'xxxxxxxxxxx'; $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; $Self->{Home} = '/opt/otrs'; # --------------------------------------------------- # # customer authentication settings # # (enable what you need, auth against otrs db, # # against a LDAP directory, against HTTP basic # # authentication and against Radius server) # # --------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.18.20.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=Domain Users,ou=Old Groups,ou=Somkhele,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=Service_accounts,ou=global,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxxxxxxx'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '172.18.20.2', # ldap base dn BaseDN => 'ou=,o=csuh', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=help_desk,ou=Service_accounts,ou=global,dc=mydomain,dc=local', UserPw => 'xxxxxxxxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # # die if backend can't work, e. g. can't connect to server # Die => 1, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', CustomerUserListFields => ['cn', 'sAMAccountName'], CustomerUserSearchFields => ['uid', 'cn', 'sAMAccountName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['sAMAccountName'], CustomerUserNameFields => ['givenname', 'sn'], # show not 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 life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', '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 ], ], }; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'acs-help01.mydomain.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'admin(a)mydomain.ac.za'; $Self->{'DefaultCharset'} = 'utf-8'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1;

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problem with convert email in tickets
by DM_Julio Angulo 18 Nov '10

18 Nov '10

Hi, I wonder if anyone has or knows of a tutorial on how to properly configure the email administrator account as I've tried various settings and I only get the message: [Wed Nov 17 09:50:06 2010][Error][Kernel::System::Priority::PriorityLookup][287] No Priority for 3 normal found! [Wed Nov 17 09:50:06 2010][Error][Kernel::System::Ticket::TicketCreate][405] No PriorityID (invalid Priority Name?)! [Wed Nov 17 09:50:06 2010][Error][Kernel::System::MailAccount::POP3::_Fetch][169] POP3: Can't process mail, see log sub system (C:/OTRS/OTRS/var/spool/problem-email-336a672b1019a24c805fe059a0559d51, report it on http://bugs.otrs.org/) any help would be greatly appreciated. Julio Cesar Angulo Quiroz Telf.: 997066155

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Unable to send agent notifications
by Mikola Rose 18 Nov '10

18 Nov '10

Does anyone know why I otrs would have issues with sending notifications? Wed Nov 17 17:14:18 2010 notice OTRS-CGI-10 Sent agent 'OwnerUpdate' notification to '*****(a)power-soft.net'. Wed Nov 17 17:14:18 2010 error OTRS-CGI-10 Can't send message: 550Start mail input; end with <CRLF>.<CRLF> Mik

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