A Few Questions...
I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm trying to customize the system for a particular use, and although I've now read the manual several times, I am clearly missing something--probably embarrassingly basic! Here's what I am trying to accomplish: 1. OTRS will be (hopefully!) the front line of a help desk for all domain users at argenttrading.com. 2. The OTRS system is setup on a different domain (lmstone.com) in a different physical location than Argent. 3. Argent's email system is Exchange 2000, so, I set up a new User account in Exchange called "Trouble@argenttrading.com". In this way Argent users with a problem can send an email to this address (and get OTRS to auto-reply). 3. I customized OTRS via the Root account by adding an Argent queue, a new OTRS user, a POP3 account (trouble@argenttrading.com), and also a few Salutations, Signatures and auto-response messages. 4. I added (I think correctly) the new OTRS user to all three default groups (by holding down CTRL and selecting all three groups). 5. I sent a test message to trouble@argenttrading.com. I can log in via Outlook Web Access and see that the message arrived. But, now I have two problems: First, OTRS doesn't seem to have gone and collected the test message. Second, when I log in to OTRS as the new user I created, the Argent queue doesn't appear on the front page. It's not clear to me if I need to somehow "attach" the Argent queue to the new user. Or something else perhaps! I feel like I haven't understood the "Zen" of OTRS fully, so any suggestions would be greatly appreciated! Thanks, Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com
On Thu, Jan 23, 2003 at 06:20:19PM -0500, L. Mark Stone wrote:
First, OTRS doesn't seem to have gone and collected the test message.
have you enabled thge cronjob? I think it's commented out per default
Second, when I log in to OTRS as the new user I created, the Argent queue doesn't appear on the front page. It's not clear to me if I need to somehow "attach" the Argent queue to the new user. Or something else perhaps!
the queue is not displayed if there is no ticket in it -- Regards, Wiktor Wodecki
Hi Mark, On Thu, Jan 23, 2003 at 06:20:19PM -0500, L. Mark Stone wrote:
3. I customized OTRS via the Root account by adding an Argent queue, a new OTRS user, a POP3 account (trouble@argenttrading.com), and also a few Salutations, Signatures and auto-response messages. [...] But, now I have two problems:
First, OTRS doesn't seem to have gone and collected the test message.
There is a program (bin/PostMasterPOP3.pl) which fetch all emails of the OTRS POP3 accounts. This program need to be executed (e. g. via cron / bin/Cron.sh or otrs-rc script). To debug if PostMasterPOP3.pl is working correctly execute PostMasterPOP3.pl as otrs user then you can see what's going wrong.
Second, when I log in to OTRS as the new user I created, the Argent queue doesn't appear on the front page. It's not clear to me if I need to somehow "attach" the Argent queue to the new user. Or something else perhaps!
This is ok. The queue appears just if a open ticket is in there (front page -=> QueueView).
Mark
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
Martin, One thing fixed :-) one more problem :-( I ran the POP3 script manually, and it worked; I could see the two test emails I previously sent in the OTRS Argent queue. So far, so good. I ran Cron.sh, and it worked OK. Or, at least running crontab -u otrs -l showed all the cron jobs (some commented out). But when logged in with my regular user account, OTRS never seemed to run the POP3 script anymore. I logged out of my regular user account, logged in as otrs user, and went out to do some grocery shopping, put gas in the Passat, check the tire pressures, etc. When I came home, I logged out of the otrs user account, logged in to my regular user account and then tried to use the browser to run OTRS as I had before successfully. OTRS now unfortunately crashes with an error 500 Internal Server Error, sometimes on the login screen, sometimes when I enter login information. /var/log/httpd/error_log shows: [Sat Jan 25 14:51:39 2003] [error] Invalid argument at ../..//Kernel/System/AuthSession/IPC.pm line 66. and Line 66 of IPC.pm = $Self->{Key} = shmget($Self->{IPCKey}, $Self->GetSHMDataSize(), 0777 | 0001000) || die $!; I'm guessing some of the scripts did run while I was out and logged in as otrs, but what happened I do not know how to find out. What should I do to trouble shoot this for you? Thanks, Mark On Fri, 2003-01-24 at 09:47, Martin Edenhofer wrote:
Hi Mark,
On Thu, Jan 23, 2003 at 06:20:19PM -0500, L. Mark Stone wrote:
3. I customized OTRS via the Root account by adding an Argent queue, a new OTRS user, a POP3 account (trouble@argenttrading.com), and also a few Salutations, Signatures and auto-response messages. [...] But, now I have two problems:
First, OTRS doesn't seem to have gone and collected the test message.
There is a program (bin/PostMasterPOP3.pl) which fetch all emails of the OTRS POP3 accounts.
This program need to be executed (e. g. via cron / bin/Cron.sh or otrs-rc script).
To debug if PostMasterPOP3.pl is working correctly execute PostMasterPOP3.pl as otrs user then you can see what's going wrong.
Second, when I log in to OTRS as the new user I created, the Argent queue doesn't appear on the front page. It's not clear to me if I need to somehow "attach" the Argent queue to the new user. Or something else perhaps!
This is ok. The queue appears just if a open ticket is in there (front page -=> QueueView).
Mark
Martin
-- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
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A Message From... L. Mark Stone http://www.lmstone.com
Hi Mark, On Sat, Jan 25, 2003 at 03:00:20PM -0500, L. Mark Stone wrote:
One thing fixed :-) one more problem :-(
I ran the POP3 script manually, and it worked; I could see the two test emails I previously sent in the OTRS Argent queue. So far, so good.
I ran Cron.sh, and it worked OK. Or, at least running crontab -u otrs -l showed all the cron jobs (some commented out).
But when logged in with my regular user account, OTRS never seemed to run the POP3 script anymore. I logged out of my regular user account, logged in as otrs user, and went out to do some grocery shopping, put gas in the Passat, check the tire pressures, etc. When I came home, I logged out of the otrs user account, logged in to my regular user account and then tried to use the browser to run OTRS as I had before successfully.
OTRS now unfortunately crashes with an error 500 Internal Server Error, sometimes on the login screen, sometimes when I enter login information.
/var/log/httpd/error_log shows: [Sat Jan 25 14:51:39 2003] [error] Invalid argument at ../..//Kernel/System/AuthSession/IPC.pm line 66.
and Line 66 of IPC.pm = $Self->{Key} = shmget($Self->{IPCKey}, $Self->GetSHMDataSize(), 0777 | 0001000) || die $!;
I'm guessing some of the scripts did run while I was out and logged in as otrs, but what happened I do not know how to find out.
What should I do to trouble shoot this for you?
At first, you can see what script was running (via cron) in /var/log/messages. Check if bin/PostMasterPOP3.pl is running every 10 minutes. To change the OTRS cronjobs see "var/cron/" and use bin/Cron.sh for reload. The second, (Kernel/System/AuthSession/IPC.pm) is for the http session management and is independent from bin/PostMasterPOP3.pl. It would be nice if you can reproduce this "IPC - Invalid argument at" problem and create a new bug entry (http://bugs.otrs.org/). Thanks! Anyway, a workaround for "IPC - Invalid argument at" is to us a different session backend module. e. g. : Kernel/Config.pm [...] $Self->{SessionModule} = 'Kernel::System::AuthSession::DB'; [...] For the database backend.
Thanks, Mark
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 5:48pm up 95 days, 20:24, 6 users, load average: 0.12, 0.10, 0.14
OK Martin, after a reboot I can no longer reproduce the problem. The system so far seems to be working. I need to continue the customization work to tailor the system for needs, but at the moment to close this thread, let me answer your questions below: On Mon, 2003-01-27 at 12:01, Martin Edenhofer wrote:
Hi Mark, <snip> At first, you can see what script was running (via cron) in /var/log/messages.
Check if bin/PostMasterPOP3.pl is running every 10 minutes.
Looks good! Here are the otrs jobs from /var/log/messages: Jan 27 11:20:00 bronxville /USR/SBIN/CRON[1551]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 11:20:00 bronxville /USR/SBIN/CRON[1554]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Jan 27 11:20:02 bronxville OTRS-PM3-10[1552]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 11:20:03 bronxville OTRS-PM3-10[1552]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 11:30:00 bronxville /USR/SBIN/CRON[1570]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 11:30:02 bronxville OTRS-PM3-10[1585]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 11:30:02 bronxville OTRS-PM3-10[1585]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 11:35:00 bronxville /USR/SBIN/CRON[1592]: (otrs) CMD ($HOME/bin/UnlockTickets.pl --timeout >> /dev/null) Jan 27 11:40:00 bronxville /USR/SBIN/CRON[1600]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 11:40:00 bronxville /USR/SBIN/CRON[1602]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Jan 27 11:40:02 bronxville OTRS-PM3-10[1603]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 11:40:02 bronxville OTRS-PM3-10[1603]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 11:45:00 bronxville /USR/SBIN/CRON[1614]: (otrs) CMD ($HOME/bin/PendingJobs.pl >> /dev/null) Jan 27 11:50:00 bronxville /USR/SBIN/CRON[1636]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 11:50:02 bronxville OTRS-PM3-10[1637]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 11:50:02 bronxville OTRS-PM3-10[1637]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 11:59:00 bronxville /USR/SBIN/CRON[1646]: (root) CMD ( rm -f /var/spool/cron/lastrun/cron.hourly) Jan 27 12:00:00 bronxville /USR/SBIN/CRON[1653]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 12:00:00 bronxville /USR/SBIN/CRON[1656]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Jan 27 12:00:02 bronxville OTRS-PM3-10[1654]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 12:00:02 bronxville OTRS-PM3-10[1654]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 12:10:00 bronxville /USR/SBIN/CRON[1690]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 12:10:02 bronxville OTRS-PM3-10[1691]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 12:10:02 bronxville OTRS-PM3-10[1691]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 12:20:00 bronxville /USR/SBIN/CRON[1720]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 12:20:00 bronxville /USR/SBIN/CRON[1723]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Jan 27 12:20:03 bronxville OTRS-PM3-10[1721]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 12:20:03 bronxville OTRS-PM3-10[1721]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 12:30:00 bronxville /USR/SBIN/CRON[1736]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 12:30:02 bronxville OTRS-PM3-10[1738]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 12:30:02 bronxville OTRS-PM3-10[1738]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 12:35:00 bronxville /USR/SBIN/CRON[1758]: (otrs) CMD ($HOME/bin/UnlockTickets.pl --timeout >> /dev/null) Jan 27 12:40:00 bronxville /USR/SBIN/CRON[1768]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 12:40:00 bronxville /USR/SBIN/CRON[1771]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Jan 27 12:40:03 bronxville OTRS-PM3-10[1769]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 12:40:03 bronxville OTRS-PM3-10[1769]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 12:45:00 bronxville /USR/SBIN/CRON[1782]: (otrs) CMD ($HOME/bin/PendingJobs.pl >> /dev/null) Jan 27 12:50:00 bronxville /USR/SBIN/CRON[1804]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 12:50:02 bronxville OTRS-PM3-10[1805]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 12:50:02 bronxville OTRS-PM3-10[1805]: [Notice][main::FetchMail] Fetched 0 email(s) from Trouble@mail.argenttrading.com. Jan 27 12:55:00 bronxville /USR/SBIN/CRON[1810]: (otrs) CMD ($HOME/bin/DeleteSessionIDs.pl --expired >> /dev/null) Jan 27 12:58:26 bronxville OTRS-CGI-10[1107]: [Notice][Kernel::System::AuthSession::IPC::CheckSessionID] SessionID: '108b1efea37e515c155795dbcec3a08a31' is invalid!!! Jan 27 12:58:38 bronxville OTRS-CGI-10[1107]: [Notice][Kernel::System::Auth::DB::Auth] User: lmstone@lmstone.com logged in (REMOTE_ADDR: 127.0.0.1). Jan 27 12:59:00 bronxville /USR/SBIN/CRON[1926]: (root) CMD ( rm -f /var/spool/cron/lastrun/cron.hourly) Jan 27 13:00:00 bronxville /USR/SBIN/CRON[1937]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 13:00:00 bronxville /USR/SBIN/CRON[1939]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Jan 27 13:00:04 bronxville OTRS-PM3-10[1940]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 13:00:04 bronxville OTRS-PM3-10[1940]: [Debug][Kernel::System::PostMaster::NewTicket::Run][229] New Ticket [2003012710000012] created (TicketID=4, ArticleID=6). Jan 27 13:00:04 bronxville OTRS-PM3-10[1940]: [Notice][main::FetchMail] Fetched 1 email(s) from Trouble@mail.argenttrading.com. Jan 27 13:10:00 bronxville /USR/SBIN/CRON[2078]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 13:10:02 bronxville OTRS-PM3-10[2079]: [Notice][main::FetchMail] Fetched 0 email(s) from support@mail.lmstone.com. Jan 27 13:10:03 bronxville OTRS-PM3-10[2079]: [Debug][Kernel::System::PostMaster::NewTicket::Run][229] New Ticket [2003012710000021] created (TicketID=5, ArticleID=7). Jan 27 13:10:03 bronxville OTRS-PM3-10[2079]: [Notice][main::FetchMail] Fetched 1 email(s) from Trouble@mail.argenttrading.com. Jan 27 13:14:11 bronxville OTRS-CGI-10[1107]: [Notice][Kernel::System::AuthSession::IPC::RemoveSessionID] Removed SessionID 109c2e5c6a4505ef64f016ccdcc49aa080.
To change the OTRS cronjobs see "var/cron/" and use bin/Cron.sh for reload. I had already run Cron.sh, and from the output above it seems to be working OK now, so I have/will not Cron.sh again.
The second, (Kernel/System/AuthSession/IPC.pm) is for the http session management and is independent from bin/PostMasterPOP3.pl.
It would be nice if you can reproduce this "IPC - Invalid argument at" problem and create a new bug entry (http://bugs.otrs.org/). Thanks! After the reboot I can no longer reproduce this bug. If I do, I will of course fill out a bug report.
Anyway, a workaround for "IPC - Invalid argument at" is to us a different session backend module. e. g. :
Kernel/Config.pm [...] $Self->{SessionModule} = 'Kernel::System::AuthSession::DB'; [...]
For the database backend.
Good to know, but now that it is working I don't want to tempt the Gods and change anything at this level! Thanks again for all your help! Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com
Hi Mark, On Mon, Jan 27, 2003 at 01:41:39PM -0500, L. Mark Stone wrote:
OK Martin, after a reboot I can no longer reproduce the problem. The system so far seems to be working. I need to continue the customization work to tailor the system for needs, but at the moment to close this thread, let me answer your questions below:
On Mon, 2003-01-27 at 12:01, Martin Edenhofer wrote:
Hi Mark, <snip> At first, you can see what script was running (via cron) in /var/log/messages.
Check if bin/PostMasterPOP3.pl is running every 10 minutes.
Looks good! Here are the otrs jobs from /var/log/messages: Jan 27 11:20:00 bronxville /USR/SBIN/CRON[1551]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) [...] Jan 27 13:00:04 bronxville OTRS-PM3-10[1940]: [Notice][main::FetchMail] Fetched 1 email(s) from Trouble@mail.argenttrading.com. Jan 27 13:10:00 bronxville /USR/SBIN/CRON[2078]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Jan 27 13:10:03 bronxville OTRS-PM3-10[2079]: [Notice][main::FetchMail] Fetched 1 email(s) from Trouble@mail.argenttrading.com. Jan 27 13:14:11 bronxville OTRS-CGI-10[1107]: [Notice][Kernel::System::AuthSession::IPC::RemoveSessionID] Removed SessionID 109c2e5c6a4505ef64f016ccdcc49aa080.
Jepp. It looks good. Should work fine. ,-)
Mark
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
participants (3)
-
L. Mark Stone -
Martin Edenhofer -
Wiktor Wodecki