Re: [otrs] Zlib uncompress error

[Nils Breunese (Lemonbit)]

Jeff wrote:

> I'm getting the following error when I try to print a ticket from  
> the customer's zoom ticket page:
>
> Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/ 
> perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110.
>
> Line 10 in my name.pm is:   $apple_encodings[0][$i] = [unpack("n*",  
> Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))]
>
> Any ideas what might be causing this? Yum says Zlib is up to date.   
> I thought that perhaps customer.pl was sending an extra "&" to  
> name.pm
>
> Thanks in advance for any help...

Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is  
installed ok?

Nils Breunese.
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Re: [otrs] OTRS support for virtual sites

[Richard Hinkamp - BeSite]

I think is would be possible. You would need to change some OTRS code 
though. You could have per site an index.pl which loads OTRS from a 
shared location. You would have to create a way to tell OTRS where to 
find the config for this specific install. Same thing must be done for 
customer.pl and faq.pl etc and for every script you may want to run 
(pop3 fetching, pending jobs, etc). If you can code perl, I think it 
will be possible to achieve this. Wouldn't know if my theory works in 
practice, so no guarantees! ;)

Regards,
RIchard
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[otrs] Error creating new customer account

[Ceri]

Hi,

I am trying out OTRS to see if it fits our needs for a helpdesk system.

However I am running into a problem when I try to create a new customer 
account via customer.pl. When I hit create I get the following error:

Software error:
IO::Handle: bad open mode: >: at 
/opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925

It looks like the user account has been created because If I go back and 
try again it tells me that the account already exists.

I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4)

perl -v shows
Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration:
   Platform:
 osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi
 uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 
14 18:55:47 edt 2004 i686 i686 i386 gnulinux '
 config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 
-Dmyhostname=localhost [EMAIL PROTECTED] -Dcc=gcc -Dcf_by=Red 
Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux 
-Dvendorprefix=/usr -Dsiteprefix=/usr 
-Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads 
-Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db 
-Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio 
-Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less 
-isr'
 hint=recommended, useposix=true, d_sigaction=define
 usethreads=define use5005threads=undef useithreads=define 
usemultiplicity=define
 useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
 use64bitint=undef use64bitall=undef uselongdouble=undef
 usemymalloc=n, bincompat5005=undef
   Compiler:
 cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS 
-DDEBUGGING -fno-strict-aliasing -I/usr/local/include 
-D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
 optimize='-O2 -g -pipe -march=i386 -mcpu=i686',
 cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS 
-DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm'
 ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', 
gccosandvers=''
 intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
lseeksize=8
 alignbytes=4, prototype=define
   Linker and Libraries:
 ld='gcc', ldflags =' -L/usr/local/lib'
 libpth=/usr/local/lib /lib /usr/lib
 libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil
 perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil
 libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so
 gnulibc_version='2.3.2'
   Dynamic Linking:
 dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic 
-Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE'
 cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'


Characteristics of this binary (from libperl):
   Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS 
USE_LARGE_FILES PERL_IMPLICIT_CONTEXT
   Locally applied patches:
 MAINT18379
   Built under linux
   Compiled at Oct  5 2004 13:02:53
   @INC:
 /usr/lib/perl5/5.8.0/i386-linux-thread-multi
 /usr/lib/perl5/5.8.0
 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
 /usr/lib/perl5/site_perl/5.8.0
 /usr/lib/perl5/site_perl
 /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
 /usr/lib/perl5/vendor_perl/5.8.0
 /usr/lib/perl5/vendor_perl
 /usr/lib/perl5/5.8.0/i386-linux-thread-multi
 /usr/lib/perl5/5.8.0

The output from otrs.checkModules shows
  CGI ... ok
  Date::Pcalc ... ok
 Date::Format ... ok
  DBI ... ok
   DBD::mysql ... ok
  Digest::MD5 ... ok
 Crypt::PasswdMD5 ... ok
   LWP::UserAgent ... ok
   IO::Scalar ... ok
 IO::Wrap ... ok
 MIME::Base64 ... ok
  MIME::Tools ... ok
   Mail::Internet ... ok
 Net::DNS ... ok
Net::POP3 ... ok
 Net::LDAP ... not installed! (for directory authentication 
- not required)
Net::SMTP ... ok
 Authen::SASL ... ok
   GD ... ok
 GD::Text ... ok
GD::Graph ... ok
 GD::Graph::lines ... ok
  GD::Text::Align ... ok
  XML::Parser ... ok
 PDF::API2 ... not installed! (for PDF output - not required)
Compress::Zlib ... not installed! (for PDF output - not required)

So i dont think that I am missing anything there.

perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw 
bin/cgi-bin/installer.pl all show syntax OK

Could anyone point me in the right direction.

Cheers

Ceri

--
Ceri Townsend
Systems Administrator
[EMAIL PROTECTED]
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Re: [otrs] Clarification on LDAP authentication.

[Shawn Beasley]

Hi Adam schrieb:
> Ok, so it appears I have it "working" with an AD forest.
>
> I wanted to clarify what it does.
>
> So, when someone goes to the customer.pl or index.pl website, even if they are
logged into their computer with a AD domain user, the website will STILL prompt
them for a username and password?  Or does it automatically authenticate them?
>
>   
You can do both, theoretically. The standard usage will only 
authenticate the users entry based on their AD credentials
> If you have to provide a login and password, is it your domain username (as it
appears to be) and then instead of them having to store their password
information in a SQL database, its just stored on the AD domain?
>
>   
Correct! For Agents, the login information (username, email, first name, 
lastname) will be stored in the system_user table, but the password will 
be verified by the AD. For customers, all the user information will be 
called up every time. This can be cached, but it will not be written in 
the DB.
> Also, if the AD domain requires an account to access it, does this account
have to have "privileges" to the ldap server? Or can it just be a user?
>
>   
It only has to be a memeber, becuase all AD users can search the AD.
> Also, do I have to create EACH user within OTRS in order for an LDAP user to
log in?
>
>   
No.

-- 
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  http://www.otrs.com/ :: Communication with success!


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Vorstandsvorsitzender: André Mindermann


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Re: [otrs] Zlib uncompress error

[Jeff]

It does say that Compress::Zlib is installed ok.

However, it returns the following between XML::Parser and PDF::API2:
Use of uninitialized value in concatenation (.) or string at 
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30,  
line 228.

Jeff

- Original Message - 
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org" 
Sent: Saturday, January 19, 2008 7:37 PM
Subject: Re: [otrs] Zlib uncompress error


> Jeff wrote:
>
>> I'm getting the following error when I try to print a ticket from  the 
>> customer's zoom ticket page:
>>
>> Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/ 
>> perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110.
>>
>> Line 10 in my name.pm is:   $apple_encodings[0][$i] = [unpack("n*", 
>> Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))]
>>
>> Any ideas what might be causing this? Yum says Zlib is up to date.   I 
>> thought that perhaps customer.pl was sending an extra "&" to  name.pm
>>
>> Thanks in advance for any help...
>
> Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is 
> installed ok?
>
> Nils Breunese.
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>
> This message was checked by NOD32 antivirus system.
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>
> 

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RE: [otrs] Clarification on LDAP authentication.

[Lars Jørgensen]

> So, when someone goes to the customer.pl or index.pl website,=20
> even if they are
> logged into their computer with a AD domain user, the website=20
> will STILL
> prompt them for a username and password?  Or does it automatically
> authenticate them?

They will still get prompted.

> If you have to provide a login and password, is it your=20
> domain username (as it
> appears to be) and then instead of them having to store their password
> information in a SQL database, its just stored on the AD domain?

Yes. OTRS sends the entered username and password to the LDAP server for =
verification. OTRS does not store usernames or passwords locally.

> Also, if the AD domain requires an account to access it, does=20
> this account
> have to have "privileges" to the ldap server? Or can it just=20
> be a user?

Any user will do.

> Also, do I have to create EACH user within OTRS in order for=20
> an LDAP user to log in?

CUSTOMERS: No.=20
AGENTS: Yes. Don't enter password information.


--=20
Lars
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[otrs] Zlib uncompress error

[Jeff]

I'm getting the following error when I try to print a ticket from the 
customer's zoom ticket page:

Undefined subroutine &Compress::Zlib::uncompress called at 
/usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110.

Line 10 in my name.pm is:   $apple_encodings[0][$i] = [unpack("n*", 
Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))]

Any ideas what might be causing this? Yum says Zlib is up to date.  I 
thought that perhaps customer.pl was sending an extra "&" to name.pm

Thanks in advance for any help...




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[otrs] Clarification on LDAP authentication.

[Nielson, Adam]

Ok, so it appears I have it "working" with an AD forest.

I wanted to clarify what it does.

So, when someone goes to the customer.pl or index.pl website, even if they =
are logged into their computer with a AD domain user, the website will STIL=
L prompt them for a username and password?  Or does it automatically authen=
ticate them?

If you have to provide a login and password, is it your domain username (as=
 it appears to be) and then instead of them having to store their password =
information in a SQL database, its just stored on the AD domain?

Also, if the AD domain requires an account to access it, does this account =
have to have "privileges" to the ldap server? Or can it just be a user?

Also, do I have to create EACH user within OTRS in order for an LDAP user t=
o log in?

Thank you,


Adam Nielson
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Re: [otrs] Zlib uncompress error

[Nils Breunese (Lemonbit)]

Jeff wrote:

> I'm getting the following error when I try to print a ticket from  
> the customer's zoom ticket page:
>
> Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/ 
> perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110.
>
> Line 10 in my name.pm is:   $apple_encodings[0][$i] = [unpack("n*",  
> Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))]
>
> Any ideas what might be causing this? Yum says Zlib is up to date.   
> I thought that perhaps customer.pl was sending an extra "&" to  
> name.pm
>
> Thanks in advance for any help...

Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is  
installed ok?

Nils Breunese.
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Re: [otrs] OTRS support for virtual sites

[Richard Hinkamp - BeSite]

I think is would be possible. You would need to change some OTRS code 
though. You could have per site an index.pl which loads OTRS from a 
shared location. You would have to create a way to tell OTRS where to 
find the config for this specific install. Same thing must be done for 
customer.pl and faq.pl etc and for every script you may want to run 
(pop3 fetching, pending jobs, etc). If you can code perl, I think it 
will be possible to achieve this. Wouldn't know if my theory works in 
practice, so no guarantees! ;)

Regards,
RIchard
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Re: [otrs] Error creating new customer account

[Nils Breunese (Lemonbit)]

Ceri wrote:

> I am trying out OTRS to see if it fits our needs for a helpdesk  
> system.
>
> However I am running into a problem when I try to create a new  
> customer account via customer.pl. When I hit create I get the  
> following error:
>
> Software error:
> IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/ 
> cpan-lib/MIME/Entity.pm line 1925
>
> It looks like the user account has been created because If I go back  
> and try again it tells me that the account already exists.

It seems your version of IO::Handle doesn't recognise '>:' as an open  
mode. I'd say the open mode should be something like 'r' (read) or  
'w' (write), but I don't know enough Perl to know whether '>:' is some  
special construct only recognized in newer versions of IO::Handle or  
something. You could file this as a bug on http://bugs.otrs.org/. The  
developers may know a fix/workaround.

Nils
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[otrs] LDAP auth works; one more question about SSO

[Nielson, Adam]

Hello all,

So, I have OTRS working to authenticate with an AD domain.  I understand you 
can use SSO through apache.  I have apache loading: " LoadModule 
authnz_ldap_module modules/mod_authnz_ldap.so "

I have put in Config.pm: " $Self->{'AuthModule'} = 
'Kernel::System::Auth::HTTPBasicAuth'; " and " $Self->{'Customer::AuthModule'} 
= 'Kernel::System::CustomerAuth::HTTPBasicAuth'; "

So, my question is, can you authenticate against an AD domain (ldap) like I 
have working now, *AND* use SSO?  If I am using SSO, can I NOT use LDAP 
authentication?  I am just trying to make it so users in the AD domain don't 
have to put in their log in information at all.

Can you do this?  If you can, what am I doing wrong?  Am I missing something in 
OTRS, or is it in Apache?

Thank you,


Adam Nielson
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[otrs] extra packages

[Andrew Meyer]

Among the extra packages that come with OTRS that you can install via
the Admin Preferences, why do a good amount of them fail to install?

 

Specifically:

Calendar

FAQ

File Manager

Survey

Time Accounting

WebMail

Web Watcher

 

Andrew Meyer

Unix Systems Administrator

314-787-0681  x39

314-565-0868 (cell)

1300 Hampton Ave.

Ste. 200

Saint Louis, MO 63139

 

http://www.precisionpractice.com/

 

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AW: [otrs] new OTRS installation

[Armann, Gregor]

Hi!

> What does this error mean:
> Software error:
> Died at /var/www/otrs/bin/cgi-bin/../../Kernel/Config/Defaults.pm
> line 2138.


If you just have a fresh installation on a different directory then
/opt/otrs... set manually in ...otrs/Kernel/Config.pm


After:
package Kernel::Config;

sub Load {
my $Self = shift;
#  #
#  #
#  #
# Start of your own config options!!!  #
#  #
#  #
#  #


This line:
$Self->{Home} = '/yourpath/otrs';


Gregor Armann

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[otrs] issue with Responsible

[sharif islam]

Hi,
We are having some issues with the Responsible feature It seems that
if the agent even moves the ticket to another queue it marks him/her
as responsible. Is there a way around it? The issue is in this case,
the actual responsible agent is the owner, not the agent that moved
the ticket. So the 'responsible' agent getting follow up notification
that they don't need to see.


--sharif
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[otrs] Blank Online Repository Source

[Miguel Dias]

Hy all
My question is my Online Repository Source have no option and thi screenshot
http://doc.otrs.org/2.1/en/html/x1144.html
I see one Master source.
Is there anyway to fix it?
Thank you
Miguel
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[otrs] Setting Ticket's TextFrees and Priority from incoming email's header

[Alberto Benini]

Hi all,
I want to set some values of TicketTextFrees and the priority with the header 
of the incoming emails, but the created tickets have the priority and the 
TicketTextFrees values not defined...

For Example the header of the email is:

X-OTRS-Priority: 2
X-OTRS-TicketKey1: TicketFreeText1
X-OTRS-TicketValue1: Product1
X-OTRS-TicketKey2: TicketFreeText2
X-OTRS-TicketValue2: Type1
X-OTRS-TicketKey3: TicketFreeText3
X-OTRS-TicketValue3: Component1

What is wrong?
I have to define a new filter in "PostMaster Filter"? How?

Can anyone help me?

Thanks in advance,
Alberto
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Re: [otrs] new OTRS installation

[Nils Breunese (Lemonbit)]

Andrew Meyer wrote:


What does this error mean:
Software error:
Died at /var/www/otrs/bin/cgi-bin/../../Kernel/Config/Defaults.pm  
line 2138.


I'd start by looking at that line for a clue and checking whether you  
have all needed Perl modules installed (~otrs/bin/otrs.checkModules).


Nils Breunese.
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[otrs] new OTRS installation

[Andrew Meyer]

What does this error mean:

Software error:

Died at /var/www/otrs/bin/cgi-bin/../../Kernel/Config/Defaults.pm line
2138.

 

 

Andrew Meyer

Unix Systems Administrator

314-787-0681  x39

314-565-0868 (cell)

1300 Hampton Ave.

Ste. 200

Saint Louis, MO 63139

 

http://www.precisionpractice.com/

 

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[otrs] RE: otrs Digest, Vol 54, Issue 67

[Andrew Meyer]

Nils,
Emails aren't being sent out with ticket number in them.  I am working
on upgrading it.  But I am having some issues.  I would like to get this
fixed so the transition is a little better.

Andrew Meyer
Unix Systems Administrator
1300 Hampton Ave.
Ste. 200
Saint Louis, MO 63139

http://www.precisionpractice.com/

--

Message: 3
Date: Fri, 25 Jan 2008 19:35:26 +0100
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>
Subject: Re: [otrs] Customer Ticket Notification
To: "User questions and discussions about OTRS.org" 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=WINDOWS-1252; format=flowed;
delsp=yes

Andrew Meyer wrote:

> Hi everyone I seem to be having some trouble lately.  I am running  
> Debian 4.0r1, using OTRS 2.0.4.  As of about a month ago, the  
> tickets numbers going out to the user/customer seemed to have  
> stopped.  I can't find where I would look to fix this.  I'm not sure  
> what file I need to look at to check to see if the perl file is  
> doing its job.  The logs don't tell me much.  What keywords would I  
> be using on google?

The ticket numbers seemed to have stopped? What does that mean  
exactly? Did the number stop increasing? Is there no ticket number in  
the subject of outgoing e-mails? Have you checked the changelogs to  
see if maybe a newer version of OTRS might fix this? (The current  
version is 2.2.4.)

> Also, how do I increase the size of the attachments going in and out  
> of OTRS?  I have the room.  I need to increase it to 10MB from 6MB.   
> If someone could please help me out a little bit I would be greatful.

Do you use the database for attachments? If so, you probably need to  
increase max_packet_size in the MySQL config.

Nils Breunese.

--


End of otrs Digest, Vol 54, Issue 67

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Re: [otrs] bug report

[Nils Breunese (Lemonbit)]

Lars Jørgensen wrote:

I've submitted a couple of bug reports via bugs.otrs.org. The first  
one, http://bugs.otrs.org/show_bug.cgi?id=2627, was submitted on  
January 17th and still has status "New". Does anybody actually check  
the bug submissions or should I just be more patient?


Both, I guess.

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Re: [otrs] Clarification on LDAP authentication.

[Shawn Beasley]

Hi Adam schrieb:
> Ok, so it appears I have it "working" with an AD forest.
>
> I wanted to clarify what it does.
>
> So, when someone goes to the customer.pl or index.pl website, even if they are
logged into their computer with a AD domain user, the website will STILL prompt
them for a username and password?  Or does it automatically authenticate them?
>
>   
You can do both, theoretically. The standard usage will only 
authenticate the users entry based on their AD credentials
> If you have to provide a login and password, is it your domain username (as it
appears to be) and then instead of them having to store their password
information in a SQL database, its just stored on the AD domain?
>
>   
Correct! For Agents, the login information (username, email, first name, 
lastname) will be stored in the system_user table, but the password will 
be verified by the AD. For customers, all the user information will be 
called up every time. This can be cached, but it will not be written in 
the DB.
> Also, if the AD domain requires an account to access it, does this account
have to have "privileges" to the ldap server? Or can it just be a user?
>
>   
It only has to be a memeber, becuase all AD users can search the AD.
> Also, do I have to create EACH user within OTRS in order for an LDAP user to
log in?
>
>   
No.

-- 
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  http://www.otrs.com/ :: Communication with success!


Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97521

Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann


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[otrs] Error creating new customer account

[Ceri]

Hi,

I am trying out OTRS to see if it fits our needs for a helpdesk system.

However I am running into a problem when I try to create a new customer 
account via customer.pl. When I hit create I get the following error:

Software error:
IO::Handle: bad open mode: >: at 
/opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925

It looks like the user account has been created because If I go back and 
try again it tells me that the account already exists.

I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4)

perl -v shows
Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration:
   Platform:
 osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi
 uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 
14 18:55:47 edt 2004 i686 i686 i386 gnulinux '
 config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 
-Dmyhostname=localhost [EMAIL PROTECTED] -Dcc=gcc -Dcf_by=Red 
Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux 
-Dvendorprefix=/usr -Dsiteprefix=/usr 
-Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads 
-Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db 
-Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio 
-Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less 
-isr'
 hint=recommended, useposix=true, d_sigaction=define
 usethreads=define use5005threads=undef useithreads=define 
usemultiplicity=define
 useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
 use64bitint=undef use64bitall=undef uselongdouble=undef
 usemymalloc=n, bincompat5005=undef
   Compiler:
 cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS 
-DDEBUGGING -fno-strict-aliasing -I/usr/local/include 
-D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
 optimize='-O2 -g -pipe -march=i386 -mcpu=i686',
 cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS 
-DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm'
 ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', 
gccosandvers=''
 intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
lseeksize=8
 alignbytes=4, prototype=define
   Linker and Libraries:
 ld='gcc', ldflags =' -L/usr/local/lib'
 libpth=/usr/local/lib /lib /usr/lib
 libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil
 perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil
 libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so
 gnulibc_version='2.3.2'
   Dynamic Linking:
 dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic 
-Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE'
 cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'


Characteristics of this binary (from libperl):
   Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS 
USE_LARGE_FILES PERL_IMPLICIT_CONTEXT
   Locally applied patches:
 MAINT18379
   Built under linux
   Compiled at Oct  5 2004 13:02:53
   @INC:
 /usr/lib/perl5/5.8.0/i386-linux-thread-multi
 /usr/lib/perl5/5.8.0
 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
 /usr/lib/perl5/site_perl/5.8.0
 /usr/lib/perl5/site_perl
 /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
 /usr/lib/perl5/vendor_perl/5.8.0
 /usr/lib/perl5/vendor_perl
 /usr/lib/perl5/5.8.0/i386-linux-thread-multi
 /usr/lib/perl5/5.8.0

The output from otrs.checkModules shows
  CGI ... ok
  Date::Pcalc ... ok
 Date::Format ... ok
  DBI ... ok
   DBD::mysql ... ok
  Digest::MD5 ... ok
 Crypt::PasswdMD5 ... ok
   LWP::UserAgent ... ok
   IO::Scalar ... ok
 IO::Wrap ... ok
 MIME::Base64 ... ok
  MIME::Tools ... ok
   Mail::Internet ... ok
 Net::DNS ... ok
Net::POP3 ... ok
 Net::LDAP ... not installed! (for directory authentication 
- not required)
Net::SMTP ... ok
 Authen::SASL ... ok
   GD ... ok
 GD::Text ... ok
GD::Graph ... ok
 GD::Graph::lines ... ok
  GD::Text::Align ... ok
  XML::Parser ... ok
 PDF::API2 ... not installed! (for PDF output - not required)
Compress::Zlib ... not installed! (for PDF output - not required)

So i dont think that I am missing anything there.

perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw 
bin/cgi-bin/installer.pl all show syntax OK

Could anyone point me in the right direction.

Cheers

Ceri

--
Ceri Townsend
Systems Administrator
[EMAIL PROTECTED]
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Re: [otrs] Zlib uncompress error

[Jeff]

It does say that Compress::Zlib is installed ok.

However, it returns the following between XML::Parser and PDF::API2:
Use of uninitialized value in concatenation (.) or string at 
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30,  
line 228.

Jeff

- Original Message - 
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org" 
Sent: Saturday, January 19, 2008 7:37 PM
Subject: Re: [otrs] Zlib uncompress error


> Jeff wrote:
>
>> I'm getting the following error when I try to print a ticket from  the 
>> customer's zoom ticket page:
>>
>> Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/ 
>> perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110.
>>
>> Line 10 in my name.pm is:   $apple_encodings[0][$i] = [unpack("n*", 
>> Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))]
>>
>> Any ideas what might be causing this? Yum says Zlib is up to date.   I 
>> thought that perhaps customer.pl was sending an extra "&" to  name.pm
>>
>> Thanks in advance for any help...
>
> Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is 
> installed ok?
>
> Nils Breunese.
> ___
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> This message was checked by NOD32 antivirus system.
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>
> 

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[otrs] Zlib uncompress error

[Jeff]

I'm getting the following error when I try to print a ticket from the 
customer's zoom ticket page:

Undefined subroutine &Compress::Zlib::uncompress called at 
/usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110.

Line 10 in my name.pm is:   $apple_encodings[0][$i] = [unpack("n*", 
Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))]

Any ideas what might be causing this? Yum says Zlib is up to date.  I 
thought that perhaps customer.pl was sending an extra "&" to name.pm

Thanks in advance for any help...




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[otrs] Clarification on LDAP authentication.

[Nielson, Adam]

Ok, so it appears I have it "working" with an AD forest.

I wanted to clarify what it does.

So, when someone goes to the customer.pl or index.pl website, even if they =
are logged into their computer with a AD domain user, the website will STIL=
L prompt them for a username and password?  Or does it automatically authen=
ticate them?

If you have to provide a login and password, is it your domain username (as=
 it appears to be) and then instead of them having to store their password =
information in a SQL database, its just stored on the AD domain?

Also, if the AD domain requires an account to access it, does this account =
have to have "privileges" to the ldap server? Or can it just be a user?

Also, do I have to create EACH user within OTRS in order for an LDAP user t=
o log in?

Thank you,


Adam Nielson
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Re: [otrs] Zlib uncompress error

[Nils Breunese (Lemonbit)]

Jeff wrote:

> I'm getting the following error when I try to print a ticket from  
> the customer's zoom ticket page:
>
> Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/ 
> perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110.
>
> Line 10 in my name.pm is:   $apple_encodings[0][$i] = [unpack("n*",  
> Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))]
>
> Any ideas what might be causing this? Yum says Zlib is up to date.   
> I thought that perhaps customer.pl was sending an extra "&" to  
> name.pm
>
> Thanks in advance for any help...

Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is  
installed ok?

Nils Breunese.
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RE: [otrs] Clarification on LDAP authentication.

[Lars Jørgensen]

> So, when someone goes to the customer.pl or index.pl website,=20
> even if they are
> logged into their computer with a AD domain user, the website=20
> will STILL
> prompt them for a username and password?  Or does it automatically
> authenticate them?

They will still get prompted.

> If you have to provide a login and password, is it your=20
> domain username (as it
> appears to be) and then instead of them having to store their password
> information in a SQL database, its just stored on the AD domain?

Yes. OTRS sends the entered username and password to the LDAP server for =
verification. OTRS does not store usernames or passwords locally.

> Also, if the AD domain requires an account to access it, does=20
> this account
> have to have "privileges" to the ldap server? Or can it just=20
> be a user?

Any user will do.

> Also, do I have to create EACH user within OTRS in order for=20
> an LDAP user to log in?

CUSTOMERS: No.=20
AGENTS: Yes. Don't enter password information.


--=20
Lars
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[otrs] bug report

[Lars Jørgensen]

Hi.

I've submitted a couple of bug reports via bugs.otrs.org. The first one, 
http://bugs.otrs.org/show_bug.cgi?id=2627, was submitted on January 17th and 
still has status "New". Does anybody actually check the bug submissions or 
should I just be more patient?

Anyhow, the second bug is as follows, in case anybody else stumbles upon it:

If you have limited your customers to select only queues from the list at
CustomerPanelOwnSelection, the system will break and not be able to create new
tickets if the queue names contain Danish characters (æ, ø and å).

Traceback:  ERROR: OTRS-CGI-1 Perl: 5.8.8 OS: linux Time: Mon Jan 28
13:25:56 2008

Message: Need TicketID!

Traceback (12693): 
   Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83
   Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318
   Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704
   Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47

-- 
Lars Jørgensen
Netværksadministrator
Gyldendal A/S
Tlf. 33 75 57 95 
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Re: [otrs] Error creating new customer account

[Nils Breunese (Lemonbit)]

Ceri wrote:

> I am trying out OTRS to see if it fits our needs for a helpdesk  
> system.
>
> However I am running into a problem when I try to create a new  
> customer account via customer.pl. When I hit create I get the  
> following error:
>
> Software error:
> IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/ 
> cpan-lib/MIME/Entity.pm line 1925
>
> It looks like the user account has been created because If I go back  
> and try again it tells me that the account already exists.

It seems your version of IO::Handle doesn't recognise '>:' as an open  
mode. I'd say the open mode should be something like 'r' (read) or  
'w' (write), but I don't know enough Perl to know whether '>:' is some  
special construct only recognized in newer versions of IO::Handle or  
something. You could file this as a bug on http://bugs.otrs.org/. The  
developers may know a fix/workaround.

Nils
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Re: [otrs] OTRS support for virtual sites

[Richard Hinkamp - BeSite]

I think is would be possible. You would need to change some OTRS code 
though. You could have per site an index.pl which loads OTRS from a 
shared location. You would have to create a way to tell OTRS where to 
find the config for this specific install. Same thing must be done for 
customer.pl and faq.pl etc and for every script you may want to run 
(pop3 fetching, pending jobs, etc). If you can code perl, I think it 
will be possible to achieve this. Wouldn't know if my theory works in 
practice, so no guarantees! ;)

Regards,
RIchard
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Re: [otrs] Error creating new customer account

[Nils Breunese (Lemonbit)]

Ceri wrote:

> I am trying out OTRS to see if it fits our needs for a helpdesk  
> system.
>
> However I am running into a problem when I try to create a new  
> customer account via customer.pl. When I hit create I get the  
> following error:
>
> Software error:
> IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/ 
> cpan-lib/MIME/Entity.pm line 1925
>
> It looks like the user account has been created because If I go back  
> and try again it tells me that the account already exists.

It seems your version of IO::Handle doesn't recognise '>:' as an open  
mode. I'd say the open mode should be something like 'r' (read) or  
'w' (write), but I don't know enough Perl to know whether '>:' is some  
special construct only recognized in newer versions of IO::Handle or  
something. You could file this as a bug on http://bugs.otrs.org/. The  
developers may know a fix/workaround.

Nils
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Re: [otrs] OTRS support for virtual sites

[Richard Hinkamp - BeSite]

I think is would be possible. You would need to change some OTRS code 
though. You could have per site an index.pl which loads OTRS from a 
shared location. You would have to create a way to tell OTRS where to 
find the config for this specific install. Same thing must be done for 
customer.pl and faq.pl etc and for every script you may want to run 
(pop3 fetching, pending jobs, etc). If you can code perl, I think it 
will be possible to achieve this. Wouldn't know if my theory works in 
practice, so no guarantees! ;)

Regards,
RIchard
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[otrs] Faq articles don't show

[Manuel Fernandez]

Hello,
 
I have some trouble with the faq module. I can add and edit articles, but only 
it is showing the articles in the history screen.
 
If I search any article, even using the id, the system doesn't show anything.
 
where is the problem?
 
My system:
 
OTRS 2.1.7
FAQ 1.0.18
 
Thank you in advance.
 
http://www.esi.es/> 
--
Manuel Fernandez
R&D Projects Area 

 

European Software Institute (ESI) 

Tecnalia - Technology Corporation
Parque Tecnológico #204 
E-48170 Zamudio, 
Bizkaia - Spain 

 

Tel.:  +34-94 420 95 19 
Fax:  +34-94 420 94 20 
E-mail: manuel[dot]fernandez[at]esi[dot]es   

URL: www.esi.es http://www.esi.es/> 



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[otrs] (no subject)

[vimal pillai]

  
Hi all, 

Full text search is not working for freekey fields added.The freekeys are 
appearing in search window and are searchable .But full text search is not 
working.If Iwant to search something I need to give the whole text for 
searching.then only it will give result.For all other fields full-text search 
is working properly.Can onyone help solving this problem.___
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[otrs] Quick Agent Overview

[Lars Jørgensen]

Hi.

Our supervisor is responsible for assigning tickets to agents. She would like 
to see a quick overview of how many tickets are currently assigned to each 
agent. I have enabled StatusView but that doesn't really give her the overview 
she needs.

I looked a little at the database backend and constructed a query that will 
give me the correct information:

select system_user.login as agent, count(ticket.user_id) as tickets from ticket 
left join system_user on ticket.user_id=system_user.id group by ticket.user_id;

+---+-+
| agent | tickets |
+---+-+
| Adam  |   5 | 
| Eve   |   1 | 
+---+-+
2 rows in set (0.00 sec)

Now, how do I create a button in the navbar to run this query on the database 
and present the results to the supervisor?


-- 
Lars Jørgensen
Netværksadministrator
Gyldendal A/S
Tlf. 33 75 57 95 
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