[otrs] Re: otrs Digest, Vol 53, Issue 48
Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter [EMAIL PROTECTED] oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] The system crashes
Hello, Thanks by your coments. I check the windows eventviewer without errors. The Apache Log has the following error: [Wed Dec 26 11:43:18 2007] [notice] Child 2948: Starting thread to listen on port 80. [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico, referer: http://servotrs/otrs/index.pl?Action=AgentTicketMailbox&Subaction=New [Wed Dec 26 11:57:43 2007] [error] [client 192.168.0.127] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico, referer: http://servotrs/otrs/index.pl?Action=AgentTicketCustomer&TicketID=20 [Wed Dec 26 12:54:07 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations There are 2 errors the first was at 11:43 an the second error at 11:57 but the system stop al 12:09 more less ?? Thanks for your cooperation Antonio Date: Fri, 21 Dec 2007 10:57:07 +0100 From: "Peter Hoogkamer" <[EMAIL PROTECTED]> Subject: Re: [otrs] The system crashes To: "User questions and discussions about OTRS.org" Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=UTF-8 Hello, I am running OTRS::ITSM 2.2.4 on Apache and Windows server 2003. I am not having any problems with otrs. I have recently upgraded to 2.2.4 and that went fine. I suggest you check you're logs, also the windows eventviewer. Peter 2007/12/21, Steven Carr <[EMAIL PROTECTED]>: Antonio Sarmiento wrote: I�m using win32 OTRS 2.2.4 but I�m having problem with the system because sometimes it don�t respond. Normally it respond quickly but in this cases the screen looks like it is waiting for response but it never comes.(hung up !! ) I have to restart the system (with de restart batch file) and then begin to work again ?? Are there any errors in the Apache log files? Steve ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Why is OTRS so slow for me?
Guys - I am responsible for a server running otrs-2.1.4-01. They OTRS system accepts emails fine and generates tickets fine however when you attempt to close the ticket with the "empty answer" option, the system hour glasses for like 1-2 minutes before it allows you to modify the ticket. It is beyond slow and never use to be this way. I don't know what to do to understand what is causing the latency. The file system on the OS is fine and does not look to be full by any means so I would think there is perhaps something wrong with the data base or something else. I have no experience with OTRSso I am scared to make any changes and don't know where to look. It works fine is the bottom line, it is just super slow. Any thoughts? -- This EMAIL was sent from a Linux (virus free) environment... ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Definitions for LDAP Authentication
Alright, I have it all straightened out now. My question I guess is what do each one of those variables represent in the Windows 2000 or Windows 2003 environment. Does dc relate to what is in between the periods of a web address such as www.blahblah.com? Sorry if these are really ridiculous type questions, I'm just very new to Active Directory and Windows Servers in general. Justin ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Installation Problems
Did you try restarting all the otrs service's? Thank you, Ryan S. Stahl Casper, WY True IT Department IT Technician MCSA (307) 266-0249 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jason Hough Sent: Wednesday, December 19, 2007 12:53 PM To: otrs@otrs.org Subject: [otrs] Installation Problems Hello.. I ran through all the installation instructions successfully (no errors at all)however when I try to log into the system @ http://localhost/otrs/index.pl I get a 500 Internal Server Error I checked my messages log and get the following: Dec 19 14:22:34 hd OTRS-CGI-10[21834]: [Notice][Kernel::System::Auth::DB::Auth] User: [EMAIL PROTECTED] authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:22:36 hd kernel: index.pl[21836] general protection eip:6170e3 esp:bf86c820 error:0 Dec 19 14:23:25 hd OTRS-CGI-10[21846]: [Notice][Kernel::System::Auth::DB::Auth] User: [EMAIL PROTECTED] authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:23:26 hd kernel: index.pl[21848]: segfault at 0011 eip 006170cb esp bfdb5560 error 4 Dec 19 14:25:17 hd OTRS-CGI-10[21912]: [Notice][Kernel::System::Auth::DB::Auth] User: [EMAIL PROTECTED] authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:26:58 hd OTRS-CGI-10[21918]: [Notice][Kernel::System::Auth::DB::Auth] User: [EMAIL PROTECTED] authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:27:00 hd kernel: index.pl[21920] general protection eip:4350ac esp:bfe875e8 error:0 as you can see Im getting a general protection error on index.plany idea why this is happening? Please adviseThanks! Thanks, *** Jason Hough Network Administrator Phone: 517-272-5527 GC Services The information in this electronic mail message and any attached files is confidential and may be legally privileged. If you are not the intended recipient, delete this message and contact the sender immediately. Access to this message by anyone other than its intended recipient is unauthorized. You must not use or disseminate this information as it is proprietary property of the True companies. Communications on or through the True companies' computer systems may be monitored or recorded to secure effective system operation and for other lawful purposes. Thank you. ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Definitions for LDAP Authentication
When my apache kept crashing I restarted the whole server and it fired up. Thank you, Ryan S. Stahl Casper, WY True IT Department IT Technician MCSA (307) 266-0249 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Justin Holt Sent: Wednesday, December 26, 2007 12:02 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Definitions for LDAP Authentication Well this makes things a little bit awkward. I guess IIS or Internet Informations Services which was built into Windows Server 2000 has taken over apache. This is a little off topic but does anyone know any possible solutions to this, I have tried to manually start apache but that crashes and I just don't know what to do. Justin The information in this electronic mail message and any attached files is confidential and may be legally privileged. If you are not the intended recipient, delete this message and contact the sender immediately. Access to this message by anyone other than its intended recipient is unauthorized. You must not use or disseminate this information as it is proprietary property of the True companies. Communications on or through the True companies' computer systems may be monitored or recorded to secure effective system operation and for other lawful purposes. Thank you.___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Definitions for LDAP Authentication
Well this makes things a little bit awkward. I guess IIS or Internet Informations Services which was built into Windows Server 2000 has taken over apache. This is a little off topic but does anyone know any possible solutions to this, I have tried to manually start apache but that crashes and I just don't know what to do. Justin ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Definitions for LDAP Authentication
This works for me SSL connection to OpenLDAP directory. I imagine AD is
something similar, you can follow the example tested 12-22-2007:
### 12-22-2007
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = 'ldaps://mblauth01.mbl.edu';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mbl,dc=edu';
$Self->{'AuthModule::LDAP::UID'} = 'uid';
$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=Information
Services,ou=MBL,ou=Institutions,ou=Groups,dc=mbl,dc=edu';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
$Self->{'AuthModule::LDAP::UserAttr'} = 'cn';
$Self->{'AuthModule::LDAP::SearchUserDN'} =
'uid=search,ou=users,dc=mbl,dc=edu';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'secret';
$Self->{'AuthModule::LDAP::Params'} = {
#port => 636,
timeout => 120,
verify => 'require',
cafile => '/etc/pki/tls/certs/mbl-ca.pem',
# async => 0,
# version => 3,
};
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} =
'ldaps://mblauth01.mbl.edu';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=users,dc=mbl,dc=edu';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =
'uid=search,ou=users,dc=mbl,dc=edu';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'secret';
$Self->{CustomerUser} = {
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'ldaps://mblauth01.mbl.edu',
BaseDN => 'dc=mbl,dc=edu',
SSCOPE => 'sub',
UserDN => 'uid=search,ou=users,dc=mbl,dc=edu',
UserPw => 'secret',
},
CustomerKey => 'cn',
CustomerID => '[customer_id]',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['cn', 'mail'],
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
Map => [
# var, frontend, storage, shown (1=always,2=lite),
required,storage-type, http-link, readonly
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'cn', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'cn', 0, 1, 'var' ],
],
};
$Self->{UserSyncLDAPMap} = {
# DB -> LDAP
UserFirstname => 'givenName',
UserLastname => 'sn',
UserEmail => 'mail',
};
### 12-22-2007
Kent
On Wed, 2007-12-26 at 10:12 -0800, Justin Holt wrote:
> Here is the story so far, I followed how to in the OTRS manual for how
> to set up LDAP to play nicely with Windows Active Directory. I just
> need to know if I provide
> you guys with the information for our configuration, can you tell me
> what the things
> like what BaseDN and ou can dc should be. Here is my information:
>
> Active Directory Server is @ 10.0.0.41
> Active Directory's host name is: vdp-dc-003
> Domain or Forest everyone is under is: VERNON_FR
> OTRS Active Directory User is: otrs_ldap
> OTRS Active Directory Password is: (You could just put stars so I know
> where to put it)
>
> Any help is greatly appreciated :-)
>
> ___
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> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> Support or consulting for your OTRS system?
> => http://www.otrs.com/
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[otrs] Definitions for LDAP Authentication
Here is the story so far, I followed how to in the OTRS manual for how to set up LDAP to play nicely with Windows Active Directory. I just need to know if I provide you guys with the information for our configuration, can you tell me what the things like what BaseDN and ou can dc should be. Here is my information: Active Directory Server is @ 10.0.0.41 Active Directory's host name is: vdp-dc-003 Domain or Forest everyone is under is: VERNON_FR OTRS Active Directory User is: otrs_ldap OTRS Active Directory Password is: (You could just put stars so I know where to put it) Any help is greatly appreciated :-) ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Adding users to otrs db after ldap auth
Thanks :) Read this multiple times, but had missed the addition of "User" to the SyncLdapMap keys. Regards, Abhinav On Dec 26, 2007 9:21 PM, Torsten Thau <[EMAIL PROTECTED]> wrote: > -BEGIN PGP SIGNED MESSAGE- > Hash: SHA1 > > Abhinav Modi schrieb: > > > We want to set up OTRS such that when a NEW USER logs in first time > > using some ldap credentials, he/she is automatically added to the OTRS > > database as a user. > > > > Is this possible ? Any pointers on how to do this ? > > RTFM: > > http://doc.otrs.org/2.2/en/html/x1643.html > > :) > > > regards, Torsten Thau > > - -- > Torsten Thau, Dipl. Inform. > c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz > phone: +49 371 5347 623 > cell: +49 176 66 680 680 > personal pgp-key: 0x93E0A174 > fax: +49 371 5347 625 > http://www.cape-it.de > -BEGIN PGP SIGNATURE- > Version: GnuPG v1.4.6 (GNU/Linux) > > iD8DBQFHcnhsvXo8m5PgoXQRAtoHAJ96QQhexi5f4QLyy9YQFmzSsea32ACdEymL > dC+XDIby6mVPQ3yYoAGrlSQ= > =f+js > -END PGP SIGNATURE- > ___ > 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 or consulting for your OTRS system? > => http://www.otrs.com/ > -- http://employees.org/~abhinav/blog/ ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Reply-to field for Agent notification
Hi there, We try to setup a working OTRS system for our support team. These guys are mainly supporting our customers through email, spending most of their time at customers sites with no web access. We would like to use OTRS to manage tickets but we are stuck with an usage problem. We would like our agents to be able to directly answer the customer request after a new ticket creation. For that we thought about having the reply-to agent notification field setup with the customer email. Doing so, an agent could directly answer to the customer (with a 'cc' to otrs system). Does anyone ever tried or solved this ? TIA for your help, Best regards and happy new year. Chris. ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Adding users to otrs db after ldap auth
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Abhinav Modi schrieb: > We want to set up OTRS such that when a NEW USER logs in first time > using some ldap credentials, he/she is automatically added to the OTRS > database as a user. > > Is this possible ? Any pointers on how to do this ? RTFM: http://doc.otrs.org/2.2/en/html/x1643.html :) regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHcnhsvXo8m5PgoXQRAtoHAJ96QQhexi5f4QLyy9YQFmzSsea32ACdEymL dC+XDIby6mVPQ3yYoAGrlSQ= =f+js -END PGP SIGNATURE- ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can't login - installation problem
thanks for your reply.
I did read that and did follow it right from the beginning! Let me try to
explain the installation so far in more details.
Its a debian with 2 users. 'user_a:group_a' and 'otrs:otrs'. Apache is
installed and runs from '/home/user_a' directory. I did start apache as
root. 'otrs' belongs to 'group_a' as well so both users ('user_a' and
'otrs') can read and write to each others directories!
I started apache as root. Now, I did run:
SetPermissions /opt/otrs otrs user_a otrs group_a
I think that the above is correct? What am I doing wrong!
Thanks
On Dec 26, 2007 11:41 AM, Christian Rhomberg <[EMAIL PROTECTED]> wrote:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
>
> Konstantin webuser wrote:
> > any chance to get some attention on this issue?
> >
> Hi, please read this:
> http://doc.otrs.org/2.2/en/html/x354.html
>
> You made this:
>
> SetPermissions /opt/otrs otrs web_server_user otrs group_of_web_user
>
> <>
>
> The last step to prepare the installation of OTRS is to set the proper
> access rights for the files of the ticket system. You can use the
> script SetPermissions.sh, which is located in the bin directory in the
> home directory of the OTRS user. The script can be executed with the
> following parameters:
>
> SetPermissions.sh { Home directory of the OTRS user } { OTRS user } {
> Web server user } [ Group of the OTRS user ] [ Group of the web server
> user ]
>
>
> <>
>
>
>
> - --
>
>
> _
>
> Christian Rhomberg
>
> ob8.at | Labor für freie Software
> _
>
> Mail: [EMAIL PROTECTED]
> jabber: [EMAIL PROTECTED]
> Mobile: +43(0)699 11465892
> Web:http://christian.ob8.at
> _
>
> -BEGIN PGP SIGNATURE-
> Version: GnuPG v1.4.6 (GNU/Linux)
>
> iD8DBQFHciHlN/MrWGb3QDERAtZeAKCc+/W/0h8LHJbmVPPqW37bOPDnagCg4r0f
> QAL/XRxQoOwbDCreUMjzJvI=
> =EZ7l
> -END PGP SIGNATURE-
>
> ___
> 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 or consulting for your OTRS system?
> => http://www.otrs.com/
>
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[otrs] Re: otrs Digest, Vol 53, Issue 46
Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter [EMAIL PROTECTED] oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Adding users to otrs db after ldap auth
Hi folks, We want to set up OTRS such that when a NEW USER logs in first time using some ldap credentials, he/she is automatically added to the OTRS database as a user. Is this possible ? Any pointers on how to do this ? Thanks ! Abhinav -- http://employees.org/~abhinav/blog/ ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can't login - installation problem
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Konstantin webuser wrote:
> any chance to get some attention on this issue?
>
Hi, please read this:
http://doc.otrs.org/2.2/en/html/x354.html
You made this:
SetPermissions /opt/otrs otrs web_server_user otrs group_of_web_user
<>
The last step to prepare the installation of OTRS is to set the proper
access rights for the files of the ticket system. You can use the
script SetPermissions.sh, which is located in the bin directory in the
home directory of the OTRS user. The script can be executed with the
following parameters:
SetPermissions.sh { Home directory of the OTRS user } { OTRS user } {
Web server user } [ Group of the OTRS user ] [ Group of the web server
user ]
<>
- --
_
Christian Rhomberg
ob8.at | Labor für freie Software
_
Mail: [EMAIL PROTECTED]
jabber: [EMAIL PROTECTED]
Mobile: +43(0)699 11465892
Web:http://christian.ob8.at
_
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.6 (GNU/Linux)
iD8DBQFHciHlN/MrWGb3QDERAtZeAKCc+/W/0h8LHJbmVPPqW37bOPDnagCg4r0f
QAL/XRxQoOwbDCreUMjzJvI=
=EZ7l
-END PGP SIGNATURE-
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