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 Send otrs mailing list submissions to otrs@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@otrs.org You can reach the person managing the list at otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." 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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------------------------------ 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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-- 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. _______________________________________________ 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!