Hi Everyone,
I am using OTRS and I am facing problem after sending mail to customer.
A) My mail is not reaching to the customer email id.
B) mail is bouncing back stating spam has blocked the so and so ip address
since the otrs sent mail without any ISP.
How do I resolve this problem, can somebody help me in this regards.
Thanks,
Subramanya.
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
otrs-request@otrs.org
Sent: Wednesday, July 06, 2005 5:13 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 24, Issue 5
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Today's Topics:
1. no session timout or alternative authentication? (Rudi Kramer)
2. Re: Nothing there? (Brian Ronk)
3. Multi-Homed OTRS (Trevor Vaughan)
4. Re: no session timout or alternative authentication?
(Jeremy Blain)
5. Mail Timestamp. (Tony Saurini)
6. Re: Mail Timestamp. (Trevor Vaughan)
7. Re: is it possible to call custom scripts and modify tickets
using custom modules? (Mike Conigliaro)
8. Re: Using apostrophes in the subject causing problems
(Bryan Fullerton)
9. FW: You don't have permission to access /otrs/index.pl on
this server. (Michael Belz)
----------------------------------------------------------------------
Message: 1
Date: Tue, 5 Jul 2005 11:59:22 +0200
From: "Rudi Kramer"
Subject: [otrs] no session timout or alternative authentication?
To: "User questions and discussions about OTRS.org"
Message-ID: <000a01c58148$382f0080$45241b0a@mweb.com>
Content-Type: text/plain; format=flowed; charset="iso-8859-1";
reply-type=original
Good Morning
Is it possilbe to setup one user who's session does not time out or perhaps
is there a way that we can authenticate a user in the url e.g.
http://user:pwd@otrs.server.co.za?
Thanks
Rudi
------------------------------
Message: 2
Date: Tue, 05 Jul 2005 09:08:19 -0400
From: Brian Ronk
Subject: Re: [otrs] Nothing there?
To: "User questions and discussions about OTRS.org"
Message-ID: <42CA8643.1010300@bookmasters.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Debian: 3.1 (Sarge)
OTRS: 1.3.2
Apache: 2.0.54-4
mod_perl2: 1.999.21-1
Should I maybe try the OTRS 2 beta? Or is there a known problem with
the mod_perl2?
Brian Ronk
System Administrator
BookMasters, Inc
(419)589-5100 x1108
Christian Schoepplein wrote:
Hi Brian,
On Fri, Jul 01, 2005 at 03:39:52PM -0400, Brian Ronk wrote:
Ok, I finally got stuff running, once I got a chance to work on it
again. I had to install Apache::DBI through apt-get, it wouldn't work
through the CPAN interface for some reason.
Anyway, I can now log in, and move around, but nothing shows up. For
instance, I clicked on Admin so I could add a user, but the screen
didn't change. Well, it reloaded, trying to access the Admin area, but
otherwise it looked exactly the same as it did before. Do you
understand what I mean, and have an idea what's going on?
Looks like a mod_perl problem. With older cvs versions of OTRS and on
some systems I saw the same problem before. But last week I got OTRS
2.0 cvs running on a fresh sarge installation and on debian unstable.
- What debian version are you using?
- What OTRS version are you using?
- What mod_perl and apache version are you using?
Brian Ronk
Best regards,
Christian
------------------------------------------------------------------------
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Support oder Consulting f|r Ihr OTRS System?
=> http://www.otrs.de/
------------------------------
Message: 3
Date: Tue, 5 Jul 2005 10:17:35 -0400
From: Trevor Vaughan
Subject: [otrs] Multi-Homed OTRS
To: otrs@otrs.org
Message-ID:
Content-Type: text/plain; charset=ISO-8859-1
I've searched through the archives and haven't found anything on this
yet. Has anyone managed to set up OTRS in a multi-homed setting? If
so, how would you go about this?
Is it just a matter of setting up multi-master MySQL databases?
Thanks,
Trevor
--
Heredocs, theredocs, everwhereadocsdocs
old macdonald had a server farm
he eyed the I/O
------------------------------
Message: 4
Date: Tue, 05 Jul 2005 11:16:03 -0400
From: Jeremy Blain
Subject: Re: [otrs] no session timout or alternative authentication?
To: "User questions and discussions about OTRS.org"
Message-ID: <42CAA433.7030807@belent.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Rudi Kramer wrote:
Good Morning
Is it possilbe to setup one user who's session does not time out or
perhaps is there a way that we can authenticate a user in the url e.g.
http://user:pwd@otrs.server.co.za?
Thanks
Rudi
Making the session not timeout would probably be difficult, but setting
it to a very large timeout is easy.
In Kernel/Config.pm:
$Self->{SessionMaxTime} = 60 * 60 * 24 * 365; # one year is enough
$Self->{SessionMaxIdleTime} = 60 * 60 * 24 * 365; # one year is enough
------------------------------
Message: 5
Date: Tue, 05 Jul 2005 18:50:29 +0100
From: Tony Saurini
Subject: [otrs] Mail Timestamp.
To: otrs@otrs.org
Message-ID: <42CAC865.8020301@eitri.com>
Content-Type: text/plain; charset=us-ascii; format=flowed
Hi,
I'm working in implementing OTRS for our company and I notied the mails
that are getting sent during my tests have a totally whach timeestamp,
and I cannot dig up anything in the documentation or the code as to
where I can fix this.
Anyone have any ideas?
- OTRS 1.3.2
- System time of server is dead on, timezone on server has been checked.
- Everything seems okay.
Timestamp is roughly 8 hours off, give or take a couple minutes.
--
-Tony Saurini
------------------------------
Message: 6
Date: Tue, 5 Jul 2005 15:03:26 -0400
From: Trevor Vaughan
Subject: Re: [otrs] Mail Timestamp.
To: "User questions and discussions about OTRS.org"
Message-ID:
Content-Type: text/plain; charset=ISO-8859-1
Are you West Coast US? If so, it sounds like you're having a GMT
difference problem somewhere in your mail path, either at the source
or destination.
Trevor
On 7/5/05, Tony Saurini wrote:
Hi,
I'm working in implementing OTRS for our company and I notied the mails
that are getting sent during my tests have a totally whach timeestamp,
and I cannot dig up anything in the documentation or the code as to
where I can fix this.
Anyone have any ideas?
- OTRS 1.3.2
- System time of server is dead on, timezone on server has been checked.
- Everything seems okay.
Timestamp is roughly 8 hours off, give or take a couple minutes.
--
-Tony Saurini
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Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting f|r Ihr OTRS System?
=> http://www.otrs.de/
--
Heredocs, theredocs, everwhereadocsdocs
old macdonald had a server farm
he eyed the I/O
------------------------------
Message: 7
Date: Tue, 05 Jul 2005 15:35:01 -0400
From: Mike Conigliaro
Subject: Re: [otrs] is it possible to call custom scripts and modify
tickets using custom modules?
To: "User questions and discussions about OTRS.org"
Message-ID: <42CAE0E5.6040406@getproactivenow.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
i havent seen any responses to this yet, so i figured id
rephrase/simplify my question:
does anyone know if it's possible to automatically execute a custom
shell script whenever a ticket is generated? ive been looking at the
documentation, but i have yet to come across an example of doing this.
thanks in advance.
Mike Conigliaro wrote:
hey guys,
i'm in the process of putting together a custom monitoring system for a
managed services provider, and i'm looking at helpdesk systems. between
otrs and request tracker, i'm leaning towards otrs, but i don't know for
sure if it can do what i need it to do. hopefully one of you can answer
my question.
i currently have zabbix monitoring all the devices and sending out
alerts, which are fed directly into otrs. this works great so far.
however, i need to be able to parse an incoming alert message for
certain strings (ie: "such and such a service is down"). if a match is
found, i will call a custom script to remotely restart the service and
modify the ticket with the result (eg: close the ticket if the service
was successfully restarted).
is this possible? any advice would be greatly appreciated. thanks in
advance.
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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 f|r Ihr OTRS System?
=> http://www.otrs.de/
------------------------------
Message: 8
Date: Tue, 5 Jul 2005 17:19:45 -0400
From: Bryan Fullerton
Subject: Re: [otrs] Using apostrophes in the subject causing problems
To: "User questions and discussions about OTRS.org"
Message-ID: <35de0c30050705141946a7dcdb@mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1
On 6/30/05, Jeremy Blain wrote:
This sounds like an sql escaping issue, where placeholders or proper
quoting
should be used for all the data, but isn't correct.
(this is potentially a security issue too)
I've filed a bug report about it
http://bugs.otrs.org/show_bug.cgi?id=809
This is the same as a bug I filed in May.
http://bugs.otrs.org/show_bug.cgi?id=732
It also seems to be the same as this bug.
http://bugs.otrs.org/show_bug.cgi?id=788
For what it's worth I haven't seen this bug recently, but I also
haven't seen any email recently with apostrophes in the subject.
Bryan
------------------------------
Message: 9
Date: Tue, 5 Jul 2005 16:42:27 -0700
From: "Michael Belz"
Subject: [otrs] FW: You don't have permission to access /otrs/index.pl
on this server.
To:
Message-ID:
Content-Type: text/plain; charset="us-ascii"
Question is about the post-install apache permissions
This is something that I believe needs to be added to the main
documentation for FreeBSD users, mainly for Jr. Administrators that are
not as savvy as Senior Unix guys. : )
I have seen many questions on this topic but nothing very accurate and
concrete. Hopefully by many users adding their input to this post "we"
can submit this to the OTRS guys.
Software and minimum requirements
* OS
FreeBSD 5.3 everything is updated and current including CVSUP, ports
etc.
* Web Server
Apache 2.0.54 (default user group is www instead of the wwwrun like
older versions.)
* Database
MySQL 5.0.6
* Perl
Perl 5.8.6_2
* PHP
Mod Php 4-4.3.11_1
CPAN modules
I installed all CPAN modules from the CPAN shell, and also from the BSD
ports directories everything worked good, and checked out fine! To make
sure I ran the following script!
I move to the /opt/otrs/bin/ directory and performed the
"otrs.checkModules" script, everything is okay except for Net::LDAP
which is not required.
(If this is please let me know.)
**** "$shell" would be replaced by your shell prompt!
Check if all needed modules are installed:
------------------------------------------
$shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl
/opt/otrs/bin/cgi-bin/index.pl syntax OK
$shell:~> perl -cw /opt/otrs/bin/PostMaster.pl
/opt/otrs/bin/PostMaster.pl syntax OK
$shell:~>
everything came back just fine with the ok!
Create User
I created a user named "otrs", his home dir, is located in /opt/otrs
Change the webserver user
*) Change the webserver user (normaly wwwrun) to the OTRS user (otrs).
[...]
User wwwrun
[...]
User otrs
[...]
***By default under Apache2 you will have to use the the www user it no
longer supports the wwwrun by default any longer. This is to my
understanding.
Permissions on web server
**this may be where my issue lies.
QUICK FYI
* I use FreeBSD 5.9 which may have some different steps to follow
here.
* First off whenever I run the ./SetPermissions.sh script I notice
that it changes the groups to "Nobody" is this correct for Freebsd? Even
when I put in the parameter or www on the script such as ::
Documentation example::
bserver with wwwrun user (e. g. SuSE): "SetPermissions.sh
/opt/otrs otrs wwwrun"
* Keep in mind I change this to the following ::
Webserver with www user (FreeBSD) SetPermissions.sh /opt/otrs otrs www
* Im not sure if this is correct what I am trying to tell the
system is that I want otrs user and www group. After the script is ran
it shows otrs as user and nobody as group is this correct? I have also
tried this with www user and www groups which is the apache default.
* I have ran the script many many times changing between the www
user and the otrs user and different groups from otrs, apache, and www,
to no avail. I have also performed chgrp -R on all directories to www,
and otrs, and nobody and chown -R and chmod -R 755 against all left
everything wide open and I still have not permission, changed
permissions on everything manually and will not open at all.
Finally
The error logs say client denied by server????????
When I go to run the index.pl or the installer.pl I get
the following:::
Forbidden
You don't have permission to access /otrs/index.pl on this server.
_____
Apache/2.0.54 (FreeBSD) PHP/4.3.11 Server at 192.168.1.238 Port 80
Please help if there is someone that knows anything more!
