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Two otrs installation in one machine
by sharif islam 14 Jan '10

14 Jan '10

Hi, I am in the process of upgrading OTRS from 2.1.3 to 2.4.5. I am also upgrading the mysql from 4.1 to 5.0. I am at a loss why I can't point to the new installation. T The web and perl files are in machine1 (RHEL, apache) , 4.1 database is in machine2 and 5.0 is in machine3. I created a new directory in machine1, pointing to the 5.0 database in machine3 in Config.pm. However, when I go to access the new otrs, it i still grabbing the current information from 4.1 database. I have done all the part needed for the database upgrade (sql dump, import, check, repair, run the otrs upgrade script). I have done all these in machine3. This is my current setup with otrs 2.1.3 and mysql 4.1: PerlRequire /web/mycurrentotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrs/ "/web/mycurrentotrs/bin/cgi-bin/" Alias /otrs-web/ "/web/mycurrentotrs/var/httpd/htdocs/" I have created a new conf file for apache pointing to the new/test installation in the same machine (this is for otrs 2.4.5 and mysql 5.0) PerlRequire /web/mynewotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrsnew/ "/web/mynewotrs/bin/cgi-bin/" Alias /otrs-web/ "/web/mynewotrs/var/httpd/htdocs/" However, when go to: http://mywebserver/otrsnew/index.pl it still points to the current database in machine2 (I was expecting some error messages). [For the test, I took a mysqldump from a week ago so in the new/test installation the data should be old.] It seems not be reading the information from the new folder ( I have some extra authentication script in Config.pm based on modperl which I have copied to the new Config.pm) Any idea? maybe there is some session variable in the web server that is pointing to the current directory. thanks, --sharif

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Re: [otrs] State change New to Open
by Gerrit Tamboer 14 Jan '10

14 Jan '10

Heya, A ticket will go from new to open when a e-mail external or note-external is added, it basically means that the customer needs to be informed before its going to open (e-mail-external = customer gets e-mail, note-external = customer can see into the note when logging into customer.pl) If u want all notes to be external notes u can change it in sysconfig. Frontend::Agent::Ticket::ViewNote Met vriendelijke groet, Gerrit Tamboer Halma Automatisering Email: gerrit(a)halma.nl www: http://www.halma.nl/ This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gordon O'Brien Sent: donderdag 14 januari 2010 11:38 To: User questions and discussions about OTRS. Subject: [otrs] State change New to Open Hi I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket. Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? Thank you. Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL This email message has been scanned and delivered safely by Mimecast.

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Dashboard auto-refresh?
by Gordon O'Brien 14 Jan '10

14 Jan '10

Hi Can this be achieved? Thanks Gordon Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

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Bind CI to Customer
by MMoj＠timocom.com 14 Jan '10

14 Jan '10

Hello OTRS Community, I´m looking for a feature in OTRS to enable the mapping of an CI Item to a customer-user when he / she creates an ticket. Is it possible to have such a feature that the CI which is shown directly when the ticket is created by a user or if a phone ticket is created an the user / customer is chosen, that the CI is already mapped to enable the helpdesk to see the CI. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Re: [otrs] Upgrade to 2.4.6
by Gerrit Tamboer 14 Jan '10

14 Jan '10

I would like to add that all fastpl files have been renamed from .fpl to .pl in 2.4.6. (/opt/otrs/bin/fcgi-bin/) So fix ur apache config! Met vriendelijke groet, Gerrit Tamboer Halma Automatisering Email: gerrit(a)halma.nl www: http://www.halma.nl/ This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of dnk Sent: woensdag 13 januari 2010 22:26 To: User questions and discussions about OTRS. Subject: Re: [otrs] Upgrade to 2.4.6 Typically, when an RPM updates a system, it will back up key config files, etc. Here is an article talking about .rpmnew and .rpmsave files, etc. and how to deal with them. http://www.linux.com/archive/feature/121476 D On 2010-01-13, at 1:09 PM, Stephan Lang wrote: Hi @all, as this is a recurring Question which kept me searching for a while before getting answered here, Id like to repeat my request to add a UPDATING or PATCHING file and point to this file in the UPGRADING and INSTALL files. Hi Marco, I cant follow you, would you mind explaining what you mean to Linux newbies like me? Yours sincerely p.p. Stephan Lang System Administrator Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.lang(a)bockonline.de Internet: http://www.bockonline.de Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Vannini Gesendet: Mittwoch, 13. Januar 2010 20:39 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Upgrade to 2.4.6 Hi both, I've just did it. as in similar operation with rpm(s) it will create file.ext.rpmnew... pay attention to that and move as appropriate. See You. MV On Wed, Jan 13, 2010 at 8:33 PM, Martin Edenhofer <me(a)otrs.com> wrote: Hi Gordon, in patch level (e. g. 2.4.5 to 2.4.6) just upgrade the new RPM, restart your web server and everything is fine. 1) rpm -Uvh otrs-2.4.6.xxx.rpm 2) /etc/init.d/apache restart Done. -Martin On 13.01.2010, at 13:02, Gordon O'Brien wrote: My first install of otrs was 2.4.5. on Linux from an rpm package. I am interested in upgrading to v2.4.6 but I am unsure of the procedure. Do I follow the same procedure as for the 2.3 to 2.4 rpm upgrade in the Admin documentation? Thanks Gordon --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ Click here to report this email as spam. --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Re: [otrs] SSL Error
by Michiel Beijen 14 Jan '10

14 Jan '10

I'm sorry for the issues you had with the new windows installers. There was an issue with the initial version we pushed out due to an error in our deployment progress. The file has been updated now, the file dated January 13th is working fine. You can download from http://ftp.otrs.org/pub/otrs or one of the mirrors. If you'd just move the files into the correct location you'll still have issues; you would have to use the new versions of the installers. I might be able to help you out trying to debug the output of the LDAP server, as stated in the link I posted. This is an annoying issue with the Perl libraries. Just contact me offline, I'll see what I can do for you. -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Wed, Jan 13, 2010 at 5:15 PM, Michiel Beijen <michiel.beijen(a)otrs.com> wrote: > I'm sorry for the issues you had with the new windows installers. > There was an issue with the initial version we pushed out due to an > error in our deployment progress. The file has been updated now, the > file dated January 13th is working fine. You can download from > http://ftp.otrs.org/pub/otrs or one of the mirrors. > > If you'd just move the files into the correct location you'll still > have issues; you would have to use the new versions of the installers. > > I might be able to help you out trying to debug the output of the LDAP > server, as stated in the link I posted. This is an annoying issue with > the Perl libraries. Just contact me offline, I'll see what I can do > for you. > -- > Michiel Beijen > R&D > > OTRS AG > Norsk-Data-Str 1. > 61352 Bad Homburg > Germany > > T: +31 (0) 6457 42418 > F: +49 (0) 9421 56818-18 > I: http://www.otrs.com/ > > Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, > VAT ID: DE256610065 > Chairman: Burchard Steinbild, Managing Board: André Mindermann > > CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS > at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm > > > > On Wed, Jan 13, 2010 at 3:46 PM, JEWETT Boyd <Boyd.JEWETT(a)swift.com> wrote: >> Michiel, >> >> When I switched to mod_perl the SSL issues began. If I disable mod_perl in the httpd.conf then the ldaps connections work correctly. I couldn't find the variable for mod_perl to set the language. Could you shed a little light on that for me? >> >> I attempted to use the new all in one install and had nothing but issues with it. Apache will not start correctly because it cannot find apache2-httpd-new.include.conf because it expects it at <wherever you installed OTRS to>\OTRS\scripts\ but it is actually at <wherever you installed OTRS to>\OTRS\otrs-2.4.6\scripts\. I fixed this issue then continued to run into more issues so I gave up on it and am returning to attempting to fix the mod_perl with my working installation of OTRS. >> >> With Regards, >> Boyd JEWETT >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen >> Sent: Tuesday, January 12, 2010 3:20 PM >> To: User questions and discussions about OTRS. >> Subject: Re: [otrs] SSL Error >> >> Hi Boyd, >> >> This confuses me a little. Could you please explain when exactly the >> issues with LDAPS started? When you switched to ActiveState or when >> you switched mod_perl on? >> >> In both cases, it might still be the same issue I pointed out: >> >> mod_perl - it could be that the language environment variable is >> different with or without mod_perl. Please try disabeling mod_perl to >> see if it helps. >> >> Activestate Perl - it could be that one of the SSL libs was not >> properly installed with ActiveState.. please check on that. >> >> Or, you can try the new all-singing all-dancing 'OTRSperl' >> windows-based installer which includes a custom built perl, mod_perl >> and all crypto modules you'd need. Feedback very welcome! See: >> http://otrs.org/releases/2.4.6/ >> >> -- >> Michiel Beijen >> R&D >> >> OTRS AG >> Norsk-Data-Str 1. >> 61352 Bad Homburg >> Germany >> >> T: +31 (0) 6457 42418 >> F: +49 (0) 9421 56818-18 >> I: http://www.otrs.com/ >> >> Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, >> VAT ID: DE256610065 >> Chairman: Burchard Steinbild, Managing Board: André Mindermann >> >> CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS >> at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm >> >> >> >> On Tue, Jan 12, 2010 at 8:22 PM, JEWETT Boyd <Boyd.JEWETT(a)swift.com> wrote: >>> Michiel, >>> >>> Thank you but this was not the fix for issue I'm having. >>> >>> Let me give a little more background to my issue. I'm using OTRS 2.4.5 on windows with ActiveState Perl 5.10.1 because I couldn't get StawberryPerl to install mod_perl. I had everything up and running just the way we wanted it but the site was very slow. Therefore, we decided to install mod_perl to fix our performance issue. This is when our SSL problem started. Prior to the mod_perl install and activation we could successfully access our companies AD server over an LDAPS connection without having IO::Socket::SSL or Net::SSLeay installed. However, once we enable mod_perl it was mandatory to have the two SSL modules for the Net::LSAP Perl module to work properly but now we get the errors listed in my earlier message. >>> >>> Is there any special configuration required to get the SSL modules to properly communicate with the LDAPS? If there are can you please let me know what the general steps are so I can get them implemented? Thank you. >>> >>> With Regards, >>> Boyd JEWETT >>> >>> >>> -----Original Message----- >>> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen >>> Sent: Monday, January 11, 2010 4:23 PM >>> To: User questions and discussions about OTRS. >>> Subject: Re: [otrs] SSL Error >>> >>> Hi Boyd, >>> >>> Apparently you use an LDAP backend which is using SSL; for this the >>> LDAP perl module uses Net::SSLeay which has some stupid issue with the >>> language used because of your language settings; check this thread: >>> >>> http://www.mail-archive.com/openssl-users@openssl.org/msg12410.html >>> >>> If that is not the issue, please share your system details (OS, perl version). >>> >>> Regards, >>> -- >>> Michiel Beijen >>> R&D >>> >>> OTRS AG >>> Norsk-Data-Str 1. >>> 61352 Bad Homburg >>> Germany >>> >>> T: +31 (0) 6457 42418 >>> F: +49 (0) 9421 56818-18 >>> I: http://www.otrs.com/ >>> >>> Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, >>> VAT ID: DE256610065 >>> Chairman: Burchard Steinbild, Managing Board: André Mindermann >>> >>> CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS >>> at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm >>> >>> >>> >>> >>> On Mon, Jan 11, 2010 at 5:45 PM, JEWETT Boyd <Boyd.JEWETT(a)swift.com> wrote: >>>> After installing mod_perl2 and DBD::MySql and all necessary dependencies I >>>> now receive the following error when I connect after restarting services on >>>> OTRS: >>>> >>>> >>>> >>>> Software error: >>>> >>>> [Fri Jan 8 12:48:00 2010] SSL.pm: Your vendor has not defined SSLeay macro >>>> VERIFY_NONE at C:/Perl/site/lib/IO/Socket/SSL.pm line 25 >>>> >>>> [Fri Jan 8 12:48:00 2010] SSL.pm: BEGIN failed--compilation aborted at >>>> C:/Perl/site/lib/IO/Socket/SSL.pm line 32. >>>> >>>> Compilation failed in require at C:/Perl/site/lib/Net/LDAP.pm line 172. >>>> >>>> >>>> >>>> For help, please send mail to the webmaster (webmaster(a)somenet.com) giving >>>> this error message and the time and date of the error. >>>> >>>> >>>> >>>> Then if I refresh the window I get: >>>> >>>> >>>> >>>> Software error: >>>> >>>> Attempt to reload IO/Socket/SSL.pm aborted. >>>> >>>> Compilation failed in require at C:/Perl/site/lib/Net/LDAP.pm line 172. >>>> >>>> >>>> >>>> For help, please send mail to the webmaster (webmaster(a)somenet.com) giving >>>> this error message and the time and date of the error. >>>> >>>> >>>> >>>> Any insight would be greatly appreciated. >>>> >>>> >>>> >>>> With Regards, >>>> >>>> Boyd JEWETT >>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> 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 >>>> >>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> >

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Private tickets
by Gordon O'Brien 14 Jan '10

14 Jan '10

Hi As an IT director i occasionally get asked directly to work on tickets of a sensitive nature and would not want my support team to gain access to the content of the ticket. I guess i could use a specific queue for my private tickets and deny the helpdesk team access to the queue. At the moment my team have full admin rights so that they can add their own queues. This would mean they could grant themselves access to my private queue. Any suggestions on a workaround? Also, if i do remove their admin rights, would they be able to search my closed tickets or are closed tickets still locked to the members of the queue only? Thanks Gordon Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

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installing Authen-SASL-2.13
by Michael Mitchell 14 Jan '10

14 Jan '10

What is the command after you download perl module Authen-SASL-2.13 in cpan.bat I tried to run install Authen-SASL-2.13 command and got the following message see below. cpan> install Authen_SASL-2.13 Warning: Cannot install Authen_SASL-2.13, don't know what it is. Try the command i /Authen_SASL-2.13/ Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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API to create new customer
by Sagy Volkov 14 Jan '10

14 Jan '10

is there an API to create a new customer? I don't have SOAP exprience so I need something like the login url of customer.pl?Actio=Login&User=zxc&password=qwe ? Thanks, -sv

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Converting from MySQL to MS SQL 2005
by Brad Gayler 14 Jan '10

14 Jan '10

I am wanting to convert working OTRS database from MySQL on one server to SQL database (MS SQL 2005) on another server. I am sure this has been done before. Could someone steer me in the right direction as to where I may find instructions and anything else that may be helpful? Thanks, Brad Gayler TDP Inc

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