That’s what I thought. So I created the missing target that the link pointed to and copied the permissions (otrs & www-data) from the other Auto file and THAT’S what bricked my system. I tried backing it out and the system is STILL bricked. I can login with command line and that’s it. My question is whether this a recovery possible or whether I have to reinstall the whole sorry thing. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Friday, June 24, 2011 5:15 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Bricked install Please note that you're using an old OTRS version, we released the 3.x series in November last year. You really should try that instead, it's much nicer. If you find it too much work to install OTRS either sign up for http://otrsondemand.com or hire us to do it for you. Turnkey at this point is just a great way to try out an old version of OTRS; and apparently it has some other issues too, now. -- Mike On Fri, Jun 24, 2011 at 09:41, Nils Leideck wrote: Hi Robert, both files have to be writeable by the webserver. Cheers, Nils On 24.06.2011, at 07:46, Robert Woodworth wrote: Please take a look at this and tell me if there is any way to recover. I think I bricked my install. I installed the Turnkey Linux OTRS appliance. It seemed to install OK. Connecting to the admin dashboard was a pain because this system didn’t follow the documentation but I got around that. My problems started when I started troubleshooting why mail wasn’t arriving and opening tickets. I noticed an error about bad permissions on "/usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm" This turned out to be a link to /var/lib/otrs/Config/ZZZAuto.pm and the target wasn’t there. I thought I would be brilliant and just touch the file and copy the permissions from /var/lib/otrs/Config/ZZZAAuto.pm Suddenly, when I clicked on the Admin icon on the webpage I got: [ https://192.168.215.8/otrs/index.pl? OTRS ] Error: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun 24 05:43:21 2011 Message: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (1230): Module: Kernel::System::Config::WriteDefault (v1.85) Line: 300 Module: Kernel::Modules::AdminInit::Run (v1.13) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Undoing what I did has not fixed anything. Is there ANY hope of recovery ? --------------------------------------------------------------------- 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 -- Nils Leideck http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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

The following is a bit long winded but might work Firstly, back up your database and, if you can, test restoring to another database to ensure you've gotten a good backup. It would be best to take a backup of your config files too. Attempt 1: * Stop web and database services on your production server. * Rename the ZZZAuto.pm file (I always use date/time stamps when doing this, i.e. 20110627_1300-ZZZAuto.pm) * The ZZZAuto.pm file may be generated on restarting services (I assume its generated because the file is not included in the source tar.gz downloads) * Restart web and database services and attempt to connect via web browser * Check the Kernel/Config/Files/ directory for the ZZZAuto.pm file to confirm if the file is/isn't there Attempt 2: * Stop web and database services on your production server. * Rename the ZZZAuto.pm file * Create a new, blank, ZZZAuto.pm file i.e. touch ZZZAuto.pm * Set the appropriate ownership and permissions on this new file * Restart web and database services and attempt to connect via web browser Attempt 3: * Stop web and database services on your production server. * Rename the ZZZAuto.pm file * Create a new, blank, ZZZAuto.pm file i.e. touch ZZZAuto.pm * Set the Global write permissions on this new file i.e. chmod 777 ZZZAuto.pm * Restart web and database services and attempt to connect via web browser Attempt 4: * Download the same version of OTRS that you're running from the FTP http://ftp.otrs.org/pub/otrs/ * Install to a different location (or different computer if possible as you could maintain the same database name/username etc.). * I'm not sure at which point the ZZZAuto.pm file is generated but you may need to complete the inital configuration. * Double check the permissions and ownership of the ZZZAuto.pm on this new install. * On your original production server stop the web and database services. * Rename the ZZZAuto.pm file * Copy the ZZZAuto.pm from the temporary install to the production server * Restart the necessary services and attempt to connect via web browser. If you can, try to maintain a structured approach to your trouble shooting. Only try one thing at a time and take a note of each change and whether it was successful or failed. I hope that helps, Rory Clerkin On 24 June 2011 18:48, Robert Woodworth wrote:

That’s what I thought.****

So I created the missing target that the link pointed to and copied the permissions (otrs & www-data) from the other Auto file and THAT’S what bricked my system.****

** **

I tried backing it out and the system is STILL bricked.****

** **

I can login with command line and that’s it.****

** **

My question is whether this a recovery possible or whether I have to reinstall the whole sorry thing.****

** **

** **

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Michiel Beijen *Sent:* Friday, June 24, 2011 5:15 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Bricked install****

** **

Please note that you're using an old OTRS version, we released the 3.x series in November last year. You really should try that instead, it's much nicer.

If you find it too much work to install OTRS either sign up for http://otrsondemand.com or hire us to do it for you. Turnkey at this point is just a great way to try out an old version of OTRS; and apparently it has some other issues too, now.

-- Mike****

On Fri, Jun 24, 2011 at 09:41, Nils Leideck wrote:****

Hi Robert,****

** **

both files have to be writeable by the webserver.****

** **

Cheers, Nils****

** **

On 24.06.2011, at 07:46, Robert Woodworth wrote:****

** **

Please take a look at this and tell me if there is any way to recover.** **

I think I bricked my install.****

****

I installed the Turnkey Linux OTRS appliance.****

It seemed to install OK.****

Connecting to the admin dashboard was a pain because this system didn’t follow the documentation but I got around that.****

****

My problems started when I started troubleshooting why mail wasn’t arriving and opening tickets.****

****

I noticed an error about bad permissions on "/usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm"****

This turned out to be a link to /var/lib/otrs/Config/ZZZAuto.pm and the target wasn’t there.****

I thought I would be brilliant and just touch the file and copy the permissions from****

/var/lib/otrs/Config/ZZZAAuto.pm****

****

Suddenly, when I clicked on the Admin icon on the webpage I got:****

*[ OTRS https://192.168.215.8/otrs/index.pl? ]*****

** **

*Error: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied!*****

*Comment:*****

*Bug Report:*****

*Traceback:*****

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun 24 05:43:21 2011

Message: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied!

Traceback (1230): Module: Kernel::System::Config::WriteDefault (v1.85) Line: 300 Module: Kernel::Modules::AdminInit::Run (v1.13) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31****

** **

****

Undoing what I did has not fixed anything.****

Is there ANY hope of recovery ?****

---------------------------------------------------------------------****

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****

** **

-- Nils Leideck****

http://webint.cryptonode.de / a Fractal project****

** **

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** **

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Hi Robert, You've really gone all out in creating a unique bespoke system. Its great to see that you've gotten everything working with the mail server, relaying mail against it and hopefully you'll get OTRS working with it too. The only concern I'd have for such a system is that any issues you need to resolve in future may be quite difficult because of the lack of others doing the same thing. I'm sure you've looked over this part of the documentation plenty of time but anyway, the OTRS docs for mail configuration are at http://doc.otrs.org/3.0/en/html/email.html I use entries in the system crontab for fetching mail from a remote server mailbox */3 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null There are also entries in the crontab for using fetchmail which I have commented out #*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null #*/5 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null I set up my crontab using the Cron.sh script in the OTRS bin directory (/opt/otrs/bin/Cron.sh for me). If you can't adapt any of the methods in the documentation to use with your own install then maybe you could work around it. A previous installation I worked with before (mail server was qmail and OTRS was on a seperate RHEL 3 server) work in the following method; * Mail was sent to a specifc 'support' mailbox on the mail server i.e. support@mycompany.com * Mail received to the support mailbox was automatically forwared to the otrs user on the OTRS server using the servers FQDN i.e. otrs@otrsserver.mydomain.local (the forward sent the mail without changing the envelope info such as the TO or FROM address, essentially a relay) * OTRS then took the mail from the local mailbox (I can't remember if it was through POP or fetchmail) * Sending mail was then done by using the local sendmail via the qmail server Unfortunately I wasn't the one who configured it at the time so I can't really be more specific. I hope that helps somewhat, Rory On 29 June 2011 03:37, Robert Woodworth wrote:

** **

I finally gave up, nuked the machine and reinstalled.****

** **

Someone pointed out that Turnkey is an old version.****

I used Turnkey because it is a very lightweight install.****

It doesn’t saddle me with a ton of cruft.****

I DID however run aptitude upgrade and it freshened everything that DID get installed,****

So Im no longer running such an ancient version.****

** **

Im purposely not doing a lot of setting up until I get mail working.****

** **

Our central mail server runs ESMTP which thwarts normal mail installs and it took me weeks to figure out how****

to make a server exchange mail with it. I finally managed to make sasldb authenticate it successfully on other servers.****

** **

This machine is proving a challenge.****

** **

On my other machines, machines that send just need to have a sasl_passwd hash and saslauthd running to work.****

The few machines that send have fetchmail to retrieve.****

** **

From what I can tell, I should have OTRS handle this via its own internal cron system and NOT a crontab entry under /var/spool/cron ?****

** **

One of the things driving me mad is an error in the mail logs about no valid method which USUALLY meant I misspelled “plaintext” in /etc/default/saslauthd but this time that is not the case and Im baffled.* ***

** **

Ive been trying off and on a few months now.****

Each time its something different, it never works, and I get disgusted and pout it away a few weeks before trying again.****

** **

Im almost frustrated enough to throw in the towel and just use a Microsoft product which will probably work 1st crack out of the bag. Id really rather use open source, but Im running out of time & patience.****

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Mixture of resultrs. Ive now lost count how many times Ive wiped the machine and started from scratch. I finally found the missing piece of sasl, so now I can send mail from the otrs box Turnkey OTRS seems to be a genuine but very lean Ubuntu 10.04 OS. The newest .deb out there for OTRS is 2.4.7 so that's what Im running. While I can now send mail to otrs, Im still not receiving yet. Because the 2.4 docs don't accurately explain 2.4.7, Im having to guess a lot. Im still in the race to see if I can get a system into production before the Microsoft group can. Right now, Im using the otrs postmaster system from the otrs cron. SHOULD I be DOING THIS ? Or should I just punt and set up fetchmail ? If I don't get mail coming on to the machine, the rest is moot. Yes I know I should be running 3.0 or above, but there aren't any debs for it yet so Im stuck with 2.4.7 Suggestions how to get mail on to the machine ?

Hi Robert, I've generally used the red-hat type distros myself so I may be making suggestions that might not work with Debian type installs. Have you been able to send mail outbound from the Turnkey server using any mail application? If you have that working but otrs will not send mail then it would be worth trying the fetchmail method. I've not used the fetchmail method myself so I won't be much help in that regard. This may not be useful but if not maybe somebody in future will have use for it. I believe building OTRS 3.x from source will work for Turnkey. I'm not sure if Muhammad was talking about doing this or building a .deb file. It might not be much help at this stage as you're under pressure to get a completed product but the following is the basic procedure. http://doc.otrs.org/3.0/en/html/manual-installation-of-otrs.html Install Perl and all the necessary modules listed at the above link. Install an SQL database, normally mysql. Install a web server, normally apache, and the necessary modules for it to use the database and the Perl engine. Install OTRS from the latest tar.gz ( 3.0.8 at this time http://ftp.otrs.org/pub/otrs/ ) The benefits of doing things this way is that you can build a more tailored system with more up to date releases of the different elements. Considering that you're using a pretty unique setup it might suit you better. It is more time consuming mind you, especially the first time as you work out dependancies for the different elements. I've included below the otrs.conf I use with my apache server to have OTRS as a Virtual Host on this server. Maybe you know all this already but using Virtual Hosts in my web server allows me to run other websites on the same server using unique hostnames for each (my OTRS install is reached using support.mydomain.local and I've a cacti install at cacti.mydomain.local. Both point to the same webserver which picks the website to display based on the URL entered in the browser) I hope something there is useful, Rory ###################################################### otrs.conf --- included from the httpd.conf where the settings to enable Virtual Hosts are configured. ###################################################### ServerAdmin support@mydomain.com DocumentRoot "/opt/otrs/var/httpd/htdocs/" ServerName support ServerAlias support.mydomain.local ErrorLog "/var/log/httpd/otrs-error_log" CustomLog "/var/log/httpd/otrs-access_log" common # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> </IfModule> # directory settings AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> AllowOverride None Order allow,deny Allow from all </Directory> <IfModule mod_headers.c> Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory> Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory> </IfModule> </VirtualHost> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 4000 ###################################################### On 30 June 2011 09:20, Muhammad El-Sergani wrote:

Hi Robert,

Why not build your own source code? Or better, use another OS, such as free CentOS and download its available rpm? This is very well documented and is easy to setup the whole thing including the OS well under 3 hours. I'm not so experienced with Ubuntu, though I've tried it once, but I've found it to be something rather lame compared to RedHat-like distros... just my opinion guys :)

On Thursday, June 30, 2011, Robert Woodworth wrote:

...

Mixture of resultrs.Ive now lost count how many times Ive wiped the machine and started from scratch. I finally found the missing piece of sasl, so now I can send mail from the otrs box Turnkey OTRS seems to be a genuine but very lean Ubuntu 10.04 OS. The newest .deb out there for OTRS is 2.4.7 so that’s what Im running. While I can now send mail to otrs, Im still not receiving yet.Because the 2.4 docs don’t accurately explain 2.4.7, Im having to guess a lot. Im still in the race to see if I can get a system into production before the Microsoft group can. Right now, Im using the otrs postmaster system from the otrs cron. SHOULD I be DOING THIS ? Or should I just punt and set up fetchmail ? If I don’t get mail coming on to the machine, the rest is moot. Yes I know I should be running 3.0 or above, but there aren’t any debs for it yet so Im stuck with 2.4.7 Suggestions how to get mail on to the machine ?

--

Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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

I'm a bigger fan of procmail than any other method. It reacts instantly, and as often as makes sense, I'd recommend it to anyone. http://wiki.otrs.org/index.php?title=Use_procmail_to_handle_OTRS_requests_in... Apologies if this is a duplicate answer. When I replied before, the system crashed. On Thu, Jun 30, 2011 at 3:53 PM, Robert Woodworth wrote:

Outgoing mail works (FINALLY) That one was my own stupidity. I was missing a deb that full Ubuntu has by default.****

The solution that I finally got going on my other servers to send involves installing postfix & sasl2-bin.****

About 2 minutes of tweaking and outgoing mail works.****

The problem with Turnkey, is that in its slimming down, by default, it does not include sasl2-modules which cause my seemingly identical setup to still claim invalid method.****

** **

That’s fixed.****

** **

If you have a corp mail server these days, it usually takes quite a bit of fiddling about to make new engineering machines in the lab able to send to it. Mastering auth mail took me a while, but its finally easy.****

** **

My Lurker server uses Fetchmail to get its mail.****

The docs told me to do things that didn’t work and I finally came up with a working implementation by trial and error.****

** **

Now back to OTRS…****

OTRS seems to have 2 methods of getting mail from the mailserver.****

There seems to be a way to use Fetchmail and it looks like it has some postmaster process.****

I like the postmaster process better, but I cant get any diagnostics out of it to tell me where its failing.****

** **

My question of last night was which is better ?****

** **

I know I can send mail. Now I need to verify that I can receive it as well.****

Once that’s working, I can chase the broken symbolic link for ZZZAuto and hopefully not brick the machine again.****

** **

** **

** **

** **

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Rory *Sent:* Thursday, June 30, 2011 3:21 AM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Bricked install****

** **

Hi Robert,

I've generally used the red-hat type distros myself so I may be making suggestions that might not work with Debian type installs.

Have you been able to send mail outbound from the Turnkey server using any mail application? If you have that working but otrs will not send mail then it would be worth trying the fetchmail method. I've not used the fetchmail method myself so I won't be much help in that regard.

This may not be useful but if not maybe somebody in future will have use for it. I believe building OTRS 3.x from source will work for Turnkey. I'm not sure if Muhammad was talking about doing this or building a .deb file. It might not be much help at this stage as you're under pressure to get a completed product but the following is the basic procedure.

http://doc.otrs.org/3.0/en/html/manual-installation-of-otrs.html

Install Perl and all the necessary modules listed at the above link. Install an SQL database, normally mysql. Install a web server, normally apache, and the necessary modules for it to use the database and the Perl engine. Install OTRS from the latest tar.gz ( 3.0.8 at this time http://ftp.otrs.org/pub/otrs/ )

The benefits of doing things this way is that you can build a more tailored system with more up to date releases of the different elements. Considering that you're using a pretty unique setup it might suit you better. It is more time consuming mind you, especially the first time as you work out dependancies for the different elements.

I've included below the otrs.conf I use with my apache server to have OTRS as a Virtual Host on this server. Maybe you know all this already but using Virtual Hosts in my web server allows me to run other websites on the same server using unique hostnames for each (my OTRS install is reached using support.mydomain.local and I've a cacti install at cacti.mydomain.local. Both point to the same webserver which picks the website to display based on the URL entered in the browser)

I hope something there is useful, Rory

###################################################### otrs.conf --- included from the httpd.conf where the settings to enable Virtual Hosts are configured. ######################################################

ServerAdmin support@mydomain.com DocumentRoot "/opt/otrs/var/httpd/htdocs/" ServerName support ServerAlias support.mydomain.local ErrorLog "/var/log/httpd/otrs-error_log" CustomLog "/var/log/httpd/otrs-access_log" common

# agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

# if mod_perl is used <IfModule mod_perl.c>

# load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl

# Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec

# set mod_perl2 options # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location>

</IfModule>

# directory settings AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> AllowOverride None Order allow,deny Allow from all </Directory>

<IfModule mod_headers.c> Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory>

Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory> </IfModule>

</VirtualHost>

# MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 4000

######################################################****

On 30 June 2011 09:20, Muhammad El-Sergani wrote:****

Hi Robert,

Why not build your own source code? Or better, use another OS, such as free CentOS and download its available rpm? This is very well documented and is easy to setup the whole thing including the OS well under 3 hours. I'm not so experienced with Ubuntu, though I've tried it once, but I've found it to be something rather lame compared to RedHat-like distros... just my opinion guys :)****

On Thursday, June 30, 2011, Robert Woodworth wrote:

...

Mixture of resultrs.Ive now lost count how many times Ive wiped the machine and started from scratch. I finally found the missing piece of sasl, so now I can send mail from the otrs box Turnkey OTRS seems to be a genuine but very lean Ubuntu 10.04 OS. The newest .deb out there for OTRS is 2.4.7 so that’s what Im running. While I can now send mail to otrs, Im still not receiving yet.Because the 2.4 docs don’t accurately explain 2.4.7, Im having to guess a lot. Im still in the race to see if I can get a system into production before the Microsoft group can. Right now, Im using the otrs postmaster system from the otrs cron. SHOULD I be DOING THIS ? Or should I just punt and set up fetchmail ? If I don’t get mail coming on to the machine, the rest is moot. Yes I know I should be running 3.0 or above, but there aren’t any debs for it yet so Im stuck with 2.4.7 Suggestions how to get mail on to the machine ?****

--

Thanks and Best Regards, Muhammad El-Sergani.****

--------------------------------------------------------------------- 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****

** **

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None of the below. Assuming that the OTRS box can receive email (it has an SMTP server, such as postfix, it's set to receive port 25, and MX records or forwarding can go to the box) procmail will react to the ticket as soon as the ticket arrives in the otrs inbox on the otrs box. Think of it as an endpoint, not a method to grab tickets. It *is* using an SMTP server. Mail arrives at the SMTP server and immediately addresses the ticket. It's the same method used in mailman or listservs to redirect messages. There's no timing because it's always reacting to mail. So, what happens after the message arrives at the SMTP server? procmail reacts and puts the message through postmaster filter, exactly the same way fetch/imap/pop works. On Fri, Jul 1, 2011 at 1:37 PM, Robert Woodworth wrote:

So you run fetchmail piped to procmail ? Or do you use the built in OTRS Postmaster Perl script ?****

** **

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* Friday, July 01, 2011 5:42 AM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Bricked install****

** **

I'm a bigger fan of procmail than any other method. It reacts instantly, and as often as makes sense, I'd recommend it to anyone.****

http://wiki.otrs.org/index.php?title=Use_procmail_to_handle_OTRS_requests_in... ****

** **

Apologies if this is a duplicate answer. When I replied before, the system crashed.****

** **

On Thu, Jun 30, 2011 at 3:53 PM, Robert Woodworth wrote:****

Outgoing mail works (FINALLY) That one was my own stupidity. I was missing a deb that full Ubuntu has by default.****

The solution that I finally got going on my other servers to send involves installing postfix & sasl2-bin.****

About 2 minutes of tweaking and outgoing mail works.****

The problem with Turnkey, is that in its slimming down, by default, it does not include sasl2-modules which cause my seemingly identical setup to still claim invalid method.****

****

That’s fixed.****

****

If you have a corp mail server these days, it usually takes quite a bit of fiddling about to make new engineering machines in the lab able to send to it. Mastering auth mail took me a while, but its finally easy.****

****

My Lurker server uses Fetchmail to get its mail.****

The docs told me to do things that didn’t work and I finally came up with a working implementation by trial and error.****

****

Now back to OTRS…****

OTRS seems to have 2 methods of getting mail from the mailserver.****

There seems to be a way to use Fetchmail and it looks like it has some postmaster process.****

I like the postmaster process better, but I cant get any diagnostics out of it to tell me where its failing.****

****

My question of last night was which is better ?****

****

I know I can send mail. Now I need to verify that I can receive it as well.****

Once that’s working, I can chase the broken symbolic link for ZZZAuto and hopefully not brick the machine again.****

****

****

****

****

****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Rory *Sent:* Thursday, June 30, 2011 3:21 AM****

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Bricked install****

****

Hi Robert,****

I've generally used the red-hat type distros myself so I may be making suggestions that might not work with Debian type installs.

Have you been able to send mail outbound from the Turnkey server using any mail application? If you have that working but otrs will not send mail then it would be worth trying the fetchmail method. I've not used the fetchmail method myself so I won't be much help in that regard.

This may not be useful but if not maybe somebody in future will have use for it. I believe building OTRS 3.x from source will work for Turnkey. I'm not sure if Muhammad was talking about doing this or building a .deb file. It might not be much help at this stage as you're under pressure to get a completed product but the following is the basic procedure.

http://doc.otrs.org/3.0/en/html/manual-installation-of-otrs.html

Install Perl and all the necessary modules listed at the above link. Install an SQL database, normally mysql. Install a web server, normally apache, and the necessary modules for it to use the database and the Perl engine. Install OTRS from the latest tar.gz ( 3.0.8 at this time http://ftp.otrs.org/pub/otrs/ )

The benefits of doing things this way is that you can build a more tailored system with more up to date releases of the different elements. Considering that you're using a pretty unique setup it might suit you better. It is more time consuming mind you, especially the first time as you work out dependancies for the different elements.

I've included below the otrs.conf I use with my apache server to have OTRS as a Virtual Host on this server. Maybe you know all this already but using Virtual Hosts in my web server allows me to run other websites on the same server using unique hostnames for each (my OTRS install is reached using support.mydomain.local and I've a cacti install at cacti.mydomain.local. Both point to the same webserver which picks the website to display based on the URL entered in the browser)

I hope something there is useful, Rory

###################################################### otrs.conf --- included from the httpd.conf where the settings to enable Virtual Hosts are configured. ######################################################

ServerAdmin support@mydomain.com DocumentRoot "/opt/otrs/var/httpd/htdocs/" ServerName support ServerAlias support.mydomain.local ErrorLog "/var/log/httpd/otrs-error_log" CustomLog "/var/log/httpd/otrs-access_log" common

# agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

# if mod_perl is used <IfModule mod_perl.c>

# load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl

# Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec

# set mod_perl2 options # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location>

</IfModule>

# directory settings AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> AllowOverride None Order allow,deny Allow from all </Directory>

<IfModule mod_headers.c> Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory>

Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory> </IfModule>

</VirtualHost>

# MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 4000

######################################################****

On 30 June 2011 09:20, Muhammad El-Sergani wrote:****

Hi Robert,

Why not build your own source code? Or better, use another OS, such as free CentOS and download its available rpm? This is very well documented and is easy to setup the whole thing including the OS well under 3 hours. I'm not so experienced with Ubuntu, though I've tried it once, but I've found it to be something rather lame compared to RedHat-like distros... just my opinion guys :)****

On Thursday, June 30, 2011, Robert Woodworth wrote:

...

Mixture of resultrs.Ive now lost count how many times Ive wiped the machine and started from scratch. I finally found the missing piece of sasl, so now I can send mail from the otrs box Turnkey OTRS seems to be a genuine but very lean Ubuntu 10.04 OS. The newest .deb out there for OTRS is 2.4.7 so that’s what Im running. While I can now send mail to otrs, Im still not receiving yet.Because the 2.4 docs don’t accurately explain 2.4.7, Im having to guess a lot. Im still in the race to see if I can get a system into production before the Microsoft group can. Right now, Im using the otrs postmaster system from the otrs cron. SHOULD I be DOING THIS ? Or should I just punt and set up fetchmail ? If I don’t get mail coming on to the machine, the rest is moot. Yes I know I should be running 3.0 or above, but there aren’t any debs for it yet so Im stuck with 2.4.7 Suggestions how to get mail on to the machine ?****

--

Thanks and Best Regards, Muhammad El-Sergani.****

--------------------------------------------------------------------- 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****

****

--------------------------------------------------------------------- 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****

** **

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Potentially, you can use a forward, though... On Fri, Jul 1, 2011 at 7:21 PM, Robert Woodworth wrote:

Im not so lucky.****

I have to use either fetchmail or its equivalent to get mail off the mail “appliance”****

If I want procmail, I have to fetchmail and pipe to procmail.****

** **

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* Friday, July 01, 2011 1:14 PM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Bricked install****

** **

None of the below. Assuming that the OTRS box can receive email (it has an SMTP server, such as postfix, it's set to receive port 25, and MX records or forwarding can go to the box) procmail will react to the ticket as soon as the ticket arrives in the otrs inbox on the otrs box. ****

** **

Think of it as an endpoint, not a method to grab tickets. It *is* using an SMTP server. Mail arrives at the SMTP server and immediately addresses the ticket. It's the same method used in mailman or listservs to redirect messages. There's no timing because it's always reacting to mail. ****

** **

So, what happens after the message arrives at the SMTP server? procmail reacts and puts the message through postmaster filter, exactly the same way fetch/imap/pop works.****

** **

On Fri, Jul 1, 2011 at 1:37 PM, Robert Woodworth wrote:****

So you run fetchmail piped to procmail ? Or do you use the built in OTRS Postmaster Perl script ?****

****

****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* Friday, July 01, 2011 5:42 AM****

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Bricked install****

****

I'm a bigger fan of procmail than any other method. It reacts instantly, and as often as makes sense, I'd recommend it to anyone.****

http://wiki.otrs.org/index.php?title=Use_procmail_to_handle_OTRS_requests_in... ****

****

Apologies if this is a duplicate answer. When I replied before, the system crashed.****

****

On Thu, Jun 30, 2011 at 3:53 PM, Robert Woodworth wrote:****

Outgoing mail works (FINALLY) That one was my own stupidity. I was missing a deb that full Ubuntu has by default.****

The solution that I finally got going on my other servers to send involves installing postfix & sasl2-bin.****

About 2 minutes of tweaking and outgoing mail works.****

The problem with Turnkey, is that in its slimming down, by default, it does not include sasl2-modules which cause my seemingly identical setup to still claim invalid method.****

****

That’s fixed.****

****

If you have a corp mail server these days, it usually takes quite a bit of fiddling about to make new engineering machines in the lab able to send to it. Mastering auth mail took me a while, but its finally easy.****

****

My Lurker server uses Fetchmail to get its mail.****

The docs told me to do things that didn’t work and I finally came up with a working implementation by trial and error.****

****

Now back to OTRS…****

OTRS seems to have 2 methods of getting mail from the mailserver.****

There seems to be a way to use Fetchmail and it looks like it has some postmaster process.****

I like the postmaster process better, but I cant get any diagnostics out of it to tell me where its failing.****

****

My question of last night was which is better ?****

****

I know I can send mail. Now I need to verify that I can receive it as well.****

Once that’s working, I can chase the broken symbolic link for ZZZAuto and hopefully not brick the machine again.****

****

****

****

****

****

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Rory *Sent:* Thursday, June 30, 2011 3:21 AM****

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Bricked install****

****

Hi Robert,****

I've generally used the red-hat type distros myself so I may be making suggestions that might not work with Debian type installs.

Have you been able to send mail outbound from the Turnkey server using any mail application? If you have that working but otrs will not send mail then it would be worth trying the fetchmail method. I've not used the fetchmail method myself so I won't be much help in that regard.

This may not be useful but if not maybe somebody in future will have use for it. I believe building OTRS 3.x from source will work for Turnkey. I'm not sure if Muhammad was talking about doing this or building a .deb file. It might not be much help at this stage as you're under pressure to get a completed product but the following is the basic procedure.

http://doc.otrs.org/3.0/en/html/manual-installation-of-otrs.html

Install Perl and all the necessary modules listed at the above link. Install an SQL database, normally mysql. Install a web server, normally apache, and the necessary modules for it to use the database and the Perl engine. Install OTRS from the latest tar.gz ( 3.0.8 at this time http://ftp.otrs.org/pub/otrs/ )

The benefits of doing things this way is that you can build a more tailored system with more up to date releases of the different elements. Considering that you're using a pretty unique setup it might suit you better. It is more time consuming mind you, especially the first time as you work out dependancies for the different elements.

I've included below the otrs.conf I use with my apache server to have OTRS as a Virtual Host on this server. Maybe you know all this already but using Virtual Hosts in my web server allows me to run other websites on the same server using unique hostnames for each (my OTRS install is reached using support.mydomain.local and I've a cacti install at cacti.mydomain.local. Both point to the same webserver which picks the website to display based on the URL entered in the browser)

I hope something there is useful, Rory

###################################################### otrs.conf --- included from the httpd.conf where the settings to enable Virtual Hosts are configured. ######################################################

ServerAdmin support@mydomain.com DocumentRoot "/opt/otrs/var/httpd/htdocs/" ServerName support ServerAlias support.mydomain.local ErrorLog "/var/log/httpd/otrs-error_log" CustomLog "/var/log/httpd/otrs-access_log" common

# agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

# if mod_perl is used <IfModule mod_perl.c>

# load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl

# Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec

# set mod_perl2 options # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location>

</IfModule>

# directory settings AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> AllowOverride None Order allow,deny Allow from all </Directory>

<IfModule mod_headers.c> Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory>

Header set Cache-Control "max-age=2592000 must-revalidate" </FilesMatch> </Directory> </IfModule>

</VirtualHost>

# MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 4000

######################################################****

On 30 June 2011 09:20, Muhammad El-Sergani wrote:****

Hi Robert,

Why not build your own source code? Or better, use another OS, such as free CentOS and download its available rpm? This is very well documented and is easy to setup the whole thing including the OS well under 3 hours. I'm not so experienced with Ubuntu, though I've tried it once, but I've found it to be something rather lame compared to RedHat-like distros... just my opinion guys :)****

On Thursday, June 30, 2011, Robert Woodworth wrote:

...

Mixture of resultrs.Ive now lost count how many times Ive wiped the machine and started from scratch. I finally found the missing piece of sasl, so now I can send mail from the otrs box Turnkey OTRS seems to be a genuine but very lean Ubuntu 10.04 OS. The newest .deb out there for OTRS is 2.4.7 so that’s what Im running. While I can now send mail to otrs, Im still not receiving yet.Because the 2.4 docs don’t accurately explain 2.4.7, Im having to guess a lot. Im still in the race to see if I can get a system into production before the Microsoft group can. Right now, Im using the otrs postmaster system from the otrs cron. SHOULD I be DOING THIS ? Or should I just punt and set up fetchmail ? If I don’t get mail coming on to the machine, the rest is moot. Yes I know I should be running 3.0 or above, but there aren’t any debs for it yet so Im stuck with 2.4.7 Suggestions how to get mail on to the machine ?****

--

Thanks and Best Regards, Muhammad El-Sergani.****

--------------------------------------------------------------------- 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****

****

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****

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** **

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Hello Robert, Thanks for taking the time and getting back to my question. Allow me to be frank, but I'm not 100% in compliance with what you just said. You're correct though about hell when one has to chase some fairy-dependency for some RPM to be installed... for that you've got YUM, and oh boy, it really does the job, believe me. To be quite honest with you, I don't know what tasks you need done with your Linux server, this specific server I mean, but if you ask me, it's best to deploy OTRS alone, or along some other light-weight production/testing software that you need, unless the server is too powerful anyway. I've got many servers to administer, and I have to tell you this, I personally recommend CentOS every time a new server is bought and deployed, and my installations run pretty smoothly every single time. I run OpenSuse and it's pretty good as well, but I believe more in CentOS. To answer your questions: 1) Almost ALWAYS building from source works for me, and I believe I speak for the Linux community when I say so... gosh I don't wanna say that building from source is always better for me, I feel the app was specifically built to run on my particular machine's environment 2) You could do the same by building your own RPM from the source code.. it's easy, google rpm-build, or email me 3) Please bear in mind that there are over 200 known Linux distros, there is no way anyone will sit down and build RPMs or DEBs (or who knows what else) for one software for everyone out there... RPMs where built for the widely used OS's.. not to mention, the originally founder and developer of OTRS is an ex-Suse, which is RPM-based :) One last thing before you decide upon which road you want to take, I reckon you shouldn't be mentioning that you might lose interest in OTRS if you fail to deploy it easily, and that there's better hope in that other MS product. I mean come on, even OTRS users over Windows know they're hugely mistaken ;) In my opinion, dedicate time and server resources to a fresh CentOS installation proceed with an RPM, if you really need the server to be up and running OTRS quickly. Otherwise, take the longer road, do some research and build from source, it'll be your custom-made package. P.S. We're all sysadmins, we don't have time to develop, it's not our job... our job is to search for the best adequate solution, grab it, learn (2 lines below that :) ) how to deploy and use it and carry on searching for good tools that we need for our daily tasks :) Hope you don't find any of the above offensive, none intended :) Thanks and Best Regards, Muhammad El-Sergani. On Thu, Jun 30, 2011 at 5:28 PM, Robert Woodworth wrote:

Muhammad asked a valid question. I realize it’s a BIT off topic, but it comes back to the lack of diversity in packaging for OTRS and this lack of Diversity is going to send potential adopters to other solutions.

Im trying to run lightweight servers. Particularly rpm based installs tend to install tons of cruft I don’t need or want.

Last year I went to Ubuntu because, until now, it just worked 1st shot, no messing around. Other OS, it took me time to chase down the exact name of the package I needed and then I lost hours in dependency hell because RPMs seldom do the dependency checking as well as Id like.

Then I discovered Turnkey which is slimmed down Ubuntu server and I found I could build REALLY fast servers with it, at the cost that I did have to install a few extra debs to make everything work right, but its not too much of a hassle.

Example: Ubuntu 10 to talk to my Corp mail server (emailing error reports) I add postfix sasl2-bin Turnkey 11 to do the same, I have to add postfix sasl2-bin AND a sasl2-modules package. Not too bad and I get a MUCH leaner machine in the process.

Recent installs of other apps that required dead hat, fedora centos etc have been miserable experiences.

The problem with building from sources: 1) Almost NEVER works right 1st time, sometimes spending days chasing problems with the make 2) With everything installed as a package, I can do a monthly list of packages and compare different machines so that when I upgrade a package on 1, I know which others also need the same upgrade. 3) If doing everything from source was so great, WHY are there RPMs for OTRS ?

Im a sysadmin and I don’t have time to play at being a developer.

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Muhammad El-Sergani Sent: Thursday, June 30, 2011 1:20 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Bricked install

Hi Robert,

Why not build your own source code? Or better, use another OS, such as free CentOS and download its available rpm? This is very well documented and is easy to setup the whole thing including the OS well under 3 hours. I'm not so experienced with Ubuntu, though I've tried it once, but I've found it to be something rather lame compared to RedHat-like distros... just my opinion guys :)

On Thursday, June 30, 2011, Robert Woodworth wrote:

...

Mixture of resultrs.Ive now lost count how many times Ive wiped the machine and started from scratch. I finally found the missing piece of sasl, so now I can send mail from the otrs box Turnkey OTRS seems to be a genuine but very lean Ubuntu 10.04 OS. The newest .deb out there for OTRS is 2.4.7 so that’s what Im running. While I can now send mail to otrs, Im still not receiving yet.Because the 2.4 docs don’t accurately explain 2.4.7, Im having to guess a lot. Im still in the race to see if I can get a system into production before the Microsoft group can. Right now, Im using the otrs postmaster system from the otrs cron. SHOULD I be DOING THIS ? Or should I just punt and set up fetchmail ? If I don’t get mail coming on to the machine, the rest is moot. Yes I know I should be running 3.0 or above, but there aren’t any debs for it yet so Im stuck with 2.4.7 Suggestions how to get mail on to the machine ?

--

Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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

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Im trying not to take this thing off into an OS war. Muhammads point all have merit. I just cant cope with RPM or source right now. I was an early "Red Hat or DIE" guy. In recent years, ive been slowly turning against Red Hat & its variants as Ive collided with major issues. Yum helps but not enough for me. My 1st Debian was a painful experience and I swore Id never touch Debian again. 15 years later, Debian has matured to the point where it nearly always works 1st try, And Microsoft (I REALLY hate to give them ANY cred, but even IT is improving). Im just not having luck with RPM based distros. This does not mean they are bad, it just means Im too sick of bashing my head against the RPM wall to even consider it this year. Ive been doing sysadmin for a while. (Ive been using vi since 1980 -hint hint) 200 distros is a tad small number. A while back, over beer at Usenix, we lost count after 600. Im betting its over 800 (evil grin)

From a security standpoint, source builds rock.

The plant that Ive inherited, as long as its behind the firewall, I don't worry about security. It would be a waste of time anyway. What I am trying to do is create leaner servers on some older hardware, and do some serious configuration & package tracking. If OTRS.org has chosen to completely "dis" the Debian community, they should just say so. Reading the board, it looks like there has been some discussion of OTRS for deb but I don't know if this has been cancelled or not. (Someone should speak up and clarify this) Our MS wizard and I are in a race to see who can get a ticketing system up and stable 1st. If he wins, we go with MS. If * I * do, we go opensource. The 3possibilities are Windows solution (I for get which one), RT & OTRS. The boss hates RT so that's out. Im plinking away at this between other tasks. Anyway, lets not bore the list with an OS war. If OTRS has decided to give up on Debian, its OK, just say so! If there is an OTRS3 for deb in the pipeline, Please say so !