On Thu, Sep 17, 2009 at 7:29 PM,
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Today's Topics:
1. Re: otrs-fetching mails from mail server (Rory)
2. Re: survey module (Walter R. Moore)
3. Setting up a role hierarchy in OTRS (Kaul, Sunjay)
4. Re: Install OTRS 2.2.5 on Windows XP machine (Lev Davidovich)
----------------------------------------------------------------------
Message: 1
Date: Thu, 17 Sep 2009 13:41:39 +0100
From: Rory <rclerkin@gmail.com>
Subject: Re: [otrs] otrs-fetching mails from mail server
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<78a1e3790909170541s1548d8f9t6fde9100d6ddea67@mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1
Hi Karthick,
The documentation you are looking at is at
http://doc.otrs.org/2.4/en/html/x531.html#cronjobs
There are 2 directories for you to consider;
1) /opt/otrs/var/cron
2) /opt/otrs/bin/
In directory 1 there is a list of files ending in .dist. These files
contain details for scheduling different functions of the otrs system.
If you have configured your e-mail through the PostMaster Mail Account
menu in the otrs web interface (not throught the config files) you
will be interested in the postmaster_mailbox.dist file.
This file will be used to add a crontab entry for the
PostMasterMailbox.pl perl script which gets your mail and puts it into
your database.
You need to change the filename postmaster_mailbox.dist to postmaster_mailbox
This will cause the the postmaster_mailbox settings to be included in
your crontab later.
Open the postmaster_mailbox file for editing.
Look for the line;
*/10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null
This is the standard syntax for a crontab entry. Change the "10" to a
"1". This will tell the system you want to execute the script
mentioned every 1 minute (instead of every 10). If you want to do
something different then look up how to write a crontab entry for more
instructions.
Save and close the file.
You have now prepared what you want to be added to crontab.
The next step will over write your current crontab so it would be best
to list the contents (crontab -l) and back them up.
Change to your otrs user if you are not already that user (usually
just otrs), su - otrs
Once you are the otrs user change to directory 2, /opt/otrs/bin/
Now execute the command;
./Cron.sh start
This will add the details from the file in directory 1 to your
crontab. Check your crontab to make sure what you want to be there is
actually there (crontab -l)
If your entry for the PostMasterMailbox.pl is there then your job is
scheduled and will run every minute.
Test it by sending a mail to the otrs account you created.
I hope that works for you,
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/17 Karthick B <bkarthick4u@gmail.com>:
> HI Rory
>
> Am working in RHEL 5.3 and otrs also installed on the same machine
>
------------------------------
Message: 2
Date: Thu, 17 Sep 2009 09:13:47 -0400
From: "Walter R. Moore" <moorewr@eckerd.edu>
Subject: Re: [otrs] survey module
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <4AB2360B.6010304@eckerd.edu>
Content-Type: text/plain; charset="iso-8859-1"
Yes, I've got the surveys set as Master.. they just never trigger... the
system is not getting as far as trying to send them.
Two follow-ups..
Does my << $Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'}
>> look like yours?
What logging happens when a survey is sent? I have no log entries, good
or bad, about surveys, which leads me to conclude the trigger itself is
not working.
Aquiles Cohen wrote:
> ============
>
> $Self->{'Survey::NotificationBody'} = "Estimado Usuario,
>
> Gracias por utilizar nuestros servicios. Ayudenos a mejorar
> nuestra atenci?n y nuestros servicios.
>
> Por favor atienda la siguiente encuesta para el Sistema de Gesti?n
> Integrado de la Universidad.
>
> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>public.pl?Action=PublicSurvey&PublicSurveyKey=<OTRS_PublicSurveyKey>
>
> Gracias por su ayuda!
>
> Proceso de Gestion de TIC
> ";
> $Self->{'Survey::NotificationSubject'} = 'Ayudenos a mejorar nuestros
> servicios!';
> $Self->{'Survey::NotificationSender'} = 'quality@midominio.edu.co'
> <mailto:'quality@midominio.edu.co'>;
> $Self->{'Survey::SendPeriod'} = '.001';
>
> $Self->{'Survey::SendNoSurveyRegExp'} =
> '(MAILER-DAEMON|postmaster|abuse)@.+?\..+?'
>
> ================
> be sure that notifications are working, or more exactly that SMTP is
> working,
>
>
> Aquiles Cohen.-
>
> Homepage : http://aqcohen.blogspot.com
>
>
> On Wed, Sep 16, 2009 at 8:18 AM, Walter R. Moore <moorewr@eckerd.edu
> <mailto:moorewr@eckerd.edu>> wrote:
>
>
> Related to this, can those of you with working surveys share what the
> correct trigger (SurveySendRequest) is? I can not get the system to send
> surveys at all.
>
> This is what I see in sysconfig.
>
> $Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'} = {
> 'Event' => '(TicketStateUpdate|StateSet) ',
> 'Module' => 'Kernel::System::Ticket::Event::SurveySendRequest'
> };
> $Self->{'Survey::SendNoSurveyRegExp'} =
> '(MAILER-DAEMON|abuse)@.+?\\..+?';
> $Self->{'Survey::NotificationSender'} = 'otrs@eckerd.edu
> <mailto:otrs@eckerd.edu>';
> $Self->{'Survey::SendPeriod'} = '0.0001';
>
> Aquiles Cohen wrote:
> > Hi,
> >
> > It's any way that the send survey dont expire?. My users are
> receiving
> > the surveys but they don?t do it inmediatily and the survey key expire
> >
> >
> >
> > Aquiles Cohen.-
> >
> > Homepage : http://aqcohen.blogspot.com <http://aqcohen.blogspot.com/>
> >
> >
> >
> ------------------------------------------------------------------------
> >
> > ---------------------------------------------------------------------
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> > Archive: http://lists.otrs.org/pipermail/otrs
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> >
> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> > http://www.otrs.com/en/support/enterprise-subscription/
>
> --
> +-----------------------------------------------------------------+
> Walter R. Moore -- Sr. Systems Administrator, Eckerd College
> moorewr@eckerd.edu <mailto:moorewr@eckerd.edu> --
> http://home.eckerd.edu/~moorewr
>
> "It was glorious to see -- if your heart were iron,
> And you could keep from grieving at all the pain" - The Iliad (13.355)
>
>
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--
+-----------------------------------------------------------------+
Walter R. Moore -- Sr. Systems Administrator, Eckerd College
moorewr@eckerd.edu -- http://home.eckerd.edu/~moorewr
"It was glorious to see -- if your heart were iron,
And you could keep from grieving at all the pain" - The Iliad (13.355)
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Message: 3
Date: Thu, 17 Sep 2009 19:11:11 +0530
From: "Kaul, Sunjay" <sunjay.kaul@capgemini.com>
Subject: [otrs] Setting up a role hierarchy in OTRS
To: "otrs@otrs.org" <otrs@otrs.org>
Message-ID:
<BB3F9F1BC3CCC945A025F27BD55A30D21A9702A31A@PUNEXCMS02.corp.capgemini.com>
Content-Type: text/plain; charset="us-ascii"
Hi,
Has somebody tried setting up a role-based hierarchy in OTRS?
My basic requirement is to have a Central Admin who just creates a Queue and an Admin for that Queue(Queue Admin). Once this is done, the Queue Admin creates users, customers, sub queues, services and slas for the Services. Is this possible?
Appreciate any help on setting this up.
Regards,
Sunjay
</PRE><p style="font-family:arial;color:grey" style="font-size:13px">This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.</p><PRE>
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Message: 4
Date: Thu, 17 Sep 2009 13:59:21 +0000 (GMT)
From: Lev Davidovich <l.davidovich@yahoo.co.uk>
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <39250.27017.qm@web24709.mail.ird.yahoo.com>
Content-Type: text/plain; charset="utf-8"
Hi Rory apologies but I don't now think this error message about crontab.txt in itself is a significant problem at this stage of the reinstall. There is a file called "\bin\Cron4Win32.pl" which contains some empty paths in the 2.2.5 version presumably because the installer has not run, but as the Cron, Apache and MySQL servers can be started and stopped anyway (notwithstanding the error message) it seems not to be such a significant problem at this stage in terms of the overall reinstall. Of course it might, as you rightly say, interfere with the scheduling of tasks once the reinstall has been completed but I feel that is a problem we can deal with later.
However, it has got me thinking about how many other paths in how many other files might have to be updated because the 2.2.5 installer has not been run.
What seems to be more significant is the fact that the Apache server definitely becomes inaccessible once the "Kernel" directory is of the OTRS root directory is replaced.
So I have been testing specifically which directories within the Kernel directory, when replaced, make the Apache Service inaccessible and unable to be switched on and off from OTRS.
I have now?established that the following directories within "Kernel", when replaced by the 2.2.5 version, cause Apache to become inaccessible :
Kernel\System
Kernel\Modules
Kernel\cpan-lib
?
Question is - what changes do I need to make to which files within these directories to be able to restart Apache?
?
Or do I simply go on testing every subdirectory and every file - that could go on for ever!
?
Best
?
Lev
________________________________
From: Rory <rclerkin@gmail.com>
To: User questions and discussions about OTRS. <otrs@otrs.org>
Sent: Wednesday, 16 September, 2009 15:27:30
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine - error message "can?t open crontab.txt "
Hi Lev,
I'm not quite sure exactly why you're having the issue. I guess its
because the config from the unix system is trying to use the crontab
(which is the unix way of scheduling tasks. The Cron service on your
windows system which OTRS installs is not quite the same thing).
I believe its the incoming mail service that uses the crontab
functionality, i.e. check the mail account for new mail every 2
minutes
Its probably also used by the generic agent too.
See if you can find where the crontab.txt file its looking for is. (I
don't use a cron service, I installed each component individually and
use the windows scheduler). It's probably under your "program
files\OTRS" program directory somewhere. Compare the config.pm's (and
maybe the default.pm's) from both the linux and windows machines
looking for entries relating to cron. See how they differ.
Try to make the linux config.pm fit the syntax of the windows config.pm.
I hope that helps,
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/16 Lev Davidovich <l.davidovich@yahoo.co.uk>:
> Hi I am getting this message on the Windows command prompt when I try to
> restart OTRS Services
>
>
>
> ?can?t open directory crontab.txt No such file or directory?
>
>
>
> and Apache fails to start.
>
>
>
> Below are the steps I have taken to reinstall version 2.2.5 from our live
> Apache server to the latest Windows installation (2.4..4) on our Windows test
> machine.
>
>
>
> i)???????????????????? downloaded the latest version of the Windows
> installer of OTRS 2.4.4 - DONE
>
> ii)?????????????????? dropped the mysql database - DONE
>
> iii)???????????????? loaded dumped database from live server ? DONE
>
> iv)???????????????? turned OTRS Services (Cron, Apache, MySQL) off - DONE
>
> v)????????????????? cleaned the /otrs/otrs directory of 2.4.4 - DONE
>
> vi)???????????????? replaced with 2.2.5 version of the same directory ? DONE
>
> vii)?????????????? copied Config.pm from the live server to Windows box ?
> DONE.
>
> viii)????????????? added the following line toConfig.pm:
> $Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';
>
> ix)???????????????? also, on Config.pm, changed paths ?$Self->{Home} =
> '/opt/otrs?? to ?$Self->{Home} = 'C:/PROGRA~1/OTRS/OTRS';? and
> ?$Self->{'LogModule::LogFile'} = '/var/log/otrs.log';? to
> ?$Self->{'LogModule::LogFile'} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log';?
>
> x)????????????????? try to turn OTRS Services back on ? Error message comes
> up
>
> If I then drop the 2.2.5 live database, reload the 2.4.4 database, turn OTRS
> Services off, restore the original 2.4.4 otrs/otrs directory, there is then
> no problem turning OTRS Services back on and logging in to 2.4..4.
>
> Clearly there is something about the database import it doesn't like - any
> ideas?
>
> Thanks a million
>
> Lev
>
> P.S. I originally sent this request under the previous thread I was involved
> with but it hasn't appeared so I have sent it again under a slightly
> different thread title. My apologies therefore if this appears twice!!
>
>
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