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GenericAgent.pl error
by Bianchi, Giordano 07 Aug '09

07 Aug '09

I'm building a new OTRS system on Suse's SLES11, but every time GenericAgent.pl runs, I get the following error: "(in cleanup) Can't call method "FETCH" on an undefined value at /usr/lib/perl5/vendor_perl/5.10.0/Net/LDAP.pm line 274, <DATA> line 275 during global destruction." Has this happened to anybody else? Thanks, Giordano Bianchi

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LDAP tls authentication Fun
by Mauricio Tavares 07 Aug '09

07 Aug '09

I am trying to have otrs to have some of my agents defined in ldap. So, I set /etc/otrs/Kernel/Config.pm as follows: # Authenticate agents against LDAP backend $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap-pserver.internal.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=users,ou=Groups,dc=domain,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, verify => 'require', cafile => '/etc/ssl/certs/root.pem', # async => 0, version => 3, }; When I try to login, either as a previously defined (in its database, and that includes root) otrs user or as one of the ldap users, it seems to be looking for them in ldap: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Aug 5 12:09:54 2009 Message: First bind failed! TLS confidentiality required Traceback (32329): Module: Kernel::System::Auth::LDAP::Auth (v1.46) Line: 191 Module: Kernel::System::Auth::Auth (v1.29) Line: 121 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 192 Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 What should I tell otrs to look for users in its own database there and then for ldap users, well, in ldap? And, what would this "TLS confidentiality required" error be trying to tell me?

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FAQ pictures taking longer to load for customers
by Emily Flynn 07 Aug '09

07 Aug '09

(OTRS version 2.3.4, FAQ version 1.5.4) Hi all, I created an article in our FAQ that makes use of three GIF's embedded using the WYSIWYG editor, the Gif's are roughly 350KB each. The article was external (customer) from the start. When I browse to the FAQ through the Agent login, the pictures load up fine, but when I browse to the FAQ throught the customer login, the pictures take a minute or two to load. I have Any suggestions on what I could do to resolve this? Thanks Emily

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Changing the otrs queue look
by Mauricio Tavares 07 Aug '09

07 Aug '09

I have a bit of a problem. People here that are going to use otrs do not like the way the ticket queues are shown: when you are working with a ticket, the thread associated to it is shown just as a list of subjects (they would like it to be a bit less terse). And when you select the list of tickets in the queue, it takes too much real state on the screen because it is showing the contents of every ticket as opposite to just a brief overview. The search engine's results would be more of what they wanted to see here. Or, as one mentioned something more rt-like. Can I change that?

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how to enforce to select SLA
by Jeffery Chen Fan 07 Aug '09

07 Aug '09

Dear All, when create ticket, how to enforce the agent to select one SLA. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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SOLVED Master / Slave
by Fürtbauer Wolfgang 06 Aug '09

06 Aug '09

That's what I found: - install package "Master / Slave" - create new ticket and set MasterTicket to "New Master Ticket" - link other tickets with linktype "Child" - closing the Masterticket closes also the child tickets But one cannot change the MasterTicket field once the ticket is created (at least I did'nt find out how) Best regards Wolfgang ________________________________ Von: Fürtbauer Wolfgang Gesendet: Donnerstag, 06. August 2009 16:36 An: otrs(a)otrs.org Betreff: Master / Slave Dear friends, has anbody found out how to use the Master / Slave feature in OTRS 2.4.2? (of course the package is already installed) Thanks and best regards Wolfgang

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tickets per user agent
by Karlos Jelez 06 Aug '09

06 Aug '09

Hi list, Do anyone know how to report tickets per agent in a monthly basis? Any help will be appreciated. Thanks Karlos Jelez

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Installing PHPMyAdmin alongside OTRS
by David Holder 06 Aug '09

06 Aug '09

Hi chaps, I'm trying to install phpmyadmin alongside OTRS for easier management of the DB. I've installed PHP and put the PHPMyAdmin directory into my htdocs folder in OTRS/Apache, but when I try to open http://localhost/phpmyadmin/index.phpI'm just greeted with the actual PHP code in my web browser. Anyone got any ideas what I need to do? Thanks, David

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Master / Slave
by Fürtbauer Wolfgang 06 Aug '09

06 Aug '09

Dear friends, has anbody found out how to use the Master / Slave feature in OTRS 2.4.2? (of course the package is already installed) Thanks and best regards Wolfgang

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general email woes
by Alan McKay 06 Aug '09

06 Aug '09

OK, I have the site configured to send an email upon close - but I'm not getting the emails. I do get email when I open a ticket - no problem at all. I also had it set earlier to give emails when other things happen to the ticket, and that seemed to work well to although I eventually turned off those other emails as superfluous. I notice that the fetchmail cronjob is returning this : fetchmail: no mailservers have been specified. Which I don't understand because all of the rest of it seems to work. OTRS is on a different server from the mail server. support2(a)example.com (where example.com is my real domain of course) is set to go the mail server. And then inside of OTRS in "Postmaster Mail Account" I have that address entered for POP3 and the right username and password. And just as I typed that I thought of searching the docs, and found this page : http://doc.otrs.org/2.3/en/html/x1331.html#email-receiving-fetchmail OK, I had not yet copied ..fetchmailrc.dist So why was this working up til now? How was it working? I checked my /var/spool/mail/otrs and it had my emails in there So now I set up the .fetchmailrc, and test it by manually running fetchmail. It fetches the new mail OK from the test I'd sent, but now nothing works! My customer did not get notified of a ticket number! WTF? Here is what I set in .fetchmailrc poll 192.168.3.40 protocol POP3 user support2 pass YOUWISH is otrs here When I manually run fetchmail, I get the following errors even though it seems to work : fetchmail: Server CommonName mismatch: mail.example.com != 192.168.3.40 fetchmail: Server certificate verification error: self signed certificate fetchmail: Server certificate verification error: certificate has expired fetchmail: No mail for support2 at 192.168.3.40 Where again example.com is my real domain name. I know that there will be the mismatch given because OTRS is back in the DMZ with my mail server, and both use RFC1918 addresses. Our firewall does 1:1 NAT to give them "real" IP addresses in the outside world. And I know my certificate is barfed but I'm not asking it to do POP3S so why is it even checking the cert? I don't get it. In any case, with the .fetchmailrc in place, I send an email but no ticket gets created, and there is now email back of course with ticket number. And of course the next logical experiment is to remove the .fetchmailrc and see what happens, right? So I remove it, and send a new email - and it works! ??? I'm so very confused! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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