Re: [otrs] Installing other software on OTRS machine
I have done this previously by using Virtual Hosts in the apache configuration. I set up the apache web server to handle virtual hosts as normal. I then created a separate config file for otrs (otrs.conf) and added this to the httpd.conf using the Include directive of the httpd.conf (Include conf/extra/otrs.conf) I'll send a follow up mail with the content of the otrs.conf which I used as it may get caught by spam filters and you'd miss out on the little bit of info in this mail. Kind regards, Rory Clerkin On 7 February 2014 15:04, James Carroll james.carr...@idmworks.com wrote: I'd like to install some other things on my OTRS host (namely Nagios and a Maven repository) and am concerned about conflicting ports and services, etc. Anyone have any insights or done this before? Anywhere that I can get more details on how OTRS is configured from a webserver/port perspective so I can avoid conflicts? Thanks, -- IDMWORKS James Carroll Newark, DE O: 888-687-0436 x709 C: 302.339.2703 F: 917.591.1525 E: james.carr...@idmworks.com W: www.idmworks.com -- The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. - 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
Re: [otrs] Installing other software on OTRS machine
Anything outside the VirtualHost tags will affect all websites of the apache webserver. Any line starting with a hash '#' is a comment. Here's the content from the otrs.conf configuration file; # # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd.include.conf,v 1.18.2.2 2011/03/20 08:37:54 mb Exp $ # -- # activate this if you are using an Oracle database #SetEnv ORACLE_HOME /path/to/your/oracle/ #SetEnv ORACLE_SID YOUR_SID #SetEnv NLS_LANG AMERICAN_AMERICA.UTF8 #SetEnv NLS_DATE_FORMAT '-MM-DD HH24:MI:SS' VirtualHost *:80 ServerAdmin ad...@mydomain.com DocumentRoot /opt/otrs/var/httpd/htdocs/ ServerName support ServerAlias support.mydomain.com 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 Location /otrs #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 Directory /opt/otrs/bin/cgi-bin/ AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all /Directory Directory /opt/otrs/var/httpd/htdocs/ AllowOverride None Order allow,deny Allow from all /Directory IfModule mod_headers.c Directory /opt/otrs/var/httpd/htdocs/skins/*/*/css-cache FilesMatch \.(css|CSS)$ Header set Cache-Control max-age=2592000 must-revalidate /FilesMatch /Directory Directory /opt/otrs/var/httpd/htdocs/js_new/js-cache FilesMatch \.(js|JS)$ Header set Cache-Control max-age=2592000 must-revalidate /FilesMatch /Directory /IfModule /VirtualHost # On 7 February 2014 16:17, Rory rcler...@gmail.com wrote: I have done this previously by using Virtual Hosts in the apache configuration. I set up the apache web server to handle virtual hosts as normal. I then created a separate config file for otrs (otrs.conf) and added this to the httpd.conf using the Include directive of the httpd.conf (Include conf/extra/otrs.conf) I'll send a follow up mail with the content of the otrs.conf which I used as it may get caught by spam filters and you'd miss out on the little bit of info in this mail. Kind regards, Rory Clerkin On 7 February 2014 15:04, James Carroll james.carr...@idmworks.comwrote: I'd like to install some other things on my OTRS host (namely Nagios and a Maven repository) and am concerned about conflicting ports and services, etc. Anyone have any insights or done this before? Anywhere that I can get more details on how OTRS is configured from a webserver/port perspective so I can avoid conflicts? Thanks, -- IDMWORKS James Carroll Newark, DE O: 888-687-0436 x709 C: 302.339.2703 F: 917.591.1525 E: james.carr...@idmworks.com W: www.idmworks.com -- The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. - 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] Reply Headers
Hi All, Does anybody know of a setting that will enable the headers in a reply mail? For example, I'd like to have the following in my replies From: sen...@domain.com sen...@domain.com To: Recipient supp...@mydomain.com Subject: I've a support request and need some help Date: 2011-12-13 00:27:02 Currently I only get; 13/12/2011 00:27 - sen...@domain.com wrote: Kind regards, Rory Clerkin - 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
Re: [otrs] help me
What user are you logging into the database as? It looks as if the user you are using does not have th correct database permissions. Make sure the user that you are using to log into the database has been granted the correct permissions OTRS (3.0) docs for Database installation (scroll down to the section Installing the OTRS database manually) http://doc.otrs.org/3.0/en/html/manual-installation-of-otrs.html#database-configuration Postgres grant statement http://www.postgresql.org/docs/7.2/static/privileges.html Kind regards, Rory Clerkin On 29 October 2011 15:22, Ekram chutygo...@gmail.com wrote: Hi, When i am running the database check i found the following error. It is a fresh installation on debian6. root@newotrs:/opt/otrs# perl -w /opt/otrs/bin/otrs.CheckDB.pl DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.10.1 OS: linux Time: Sat Oct 29 16:15:26 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (21481): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.3) Line: 64 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. No initial inserts found! Please help me. - 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
Re: [otrs] how to disable email for new tickets to customers?
Hi Wagner, Open the Admin section and select Auto Responses - Queues Click the queue name in the list and select the Auto Responses that should apply to that queue. Select the hyphen ( - ) for no response to be sent. I hope that helps. Rory On 26 October 2011 17:08, Wagner wagner...@gmail.com wrote: Actualy I need to disable all e-mails to customers, is there a way to configure to send e-mail only to the agents? Thanks - 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
Re: [otrs] Generic Agent
Try running that again but this time run it as the super user and specify that you want to see your otrs users entries; sudo crontab -u fireline -l If it still returns nothing then the crontab for your otrs user is empty. To get what should be the content of your otrs users crontab firstly go to the following directory (assuming that OTRS is installed at /opt/otrs) cd /opt/otrs/var/cron Now run the following command to export the content of the crontab into a file called crontab.txt located in /opt/otrs ls -d * | grep -v '.dist'| grep -v '.rpm'| grep -v CVS | xargs cat /opt/otrs/cronfile.txt Now to import that file into the otrs users crontab do the following; sudo crontab -u fireline /opt/otrs/cronfile.txt That should add the contents of the file your created to the crontab (this is what the Cron.sh script does, we're just doing it manually here) Now check the contents of your crontab again sudo crontab -u fireline -l If that *still* doesn't work check if the files /etc/cron.allow and /etc/cron.deny exist. If they do exist then the otrs user must be in cron.allow and not in cron.deny. If these files do not exist then you must be the super user (root) to run the crontab command. sudo should work for this but if not switch to root and try the above again, this time leaving out the word sudo in the commands. Let us know how you get on with that. Kind regards, Rory On 12 October 2011 21:24, Garabed Yegavian gara...@firelinebroadband.com wrote: I went through the instructions and for some reason it is still not working. If I do crontab -l after all of this I do not get anything, it does not say no cron jobs but it doesn't display anything? Thank you, Garabed Yegavian 323.465.6772 x3414 - 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
Re: [otrs] Generic Agent
Hi Garabed, We can see now that your Cron jobs are running correctly from this line; Oct 5 08:55:01 support CRON[32664]: (fireline) CMD (date) So the next thing to do is get the OTRS cron jobs included in the crontab. Firstly log in as your otrs user, fireline. List the current items of the crontab and save them to a file (in case you need to keep anything that is currently in the OTRS user's crontab) e.g. crontab -l /opt/otrs/20111006_cronbackup When you run the otrs Cron.sh script it will overwrite whatever is currently in your crontab for the otrs user. Switch to the OTRS bin directory; cd /opt/otrs/bin The syntax for running the Cron.sh script as root is as follows sudo ./Cron.sh start|stop|restart otrs_username For your system you would run; sudo ./Cron.sh restart fireline Once the script has run check that the crontab for the otrs user has been filled crontab -l Once done, review your crontab backup file for any entries you might want to restore to you otrs users crontab and add them as necessary. Last thing is to make sure the generic agent crontab entry is enabled. List the contents of your crontab and look for the section about the Generic Agent. Make sure the following line does not have a hash symbol (#) at the start of the line which sould comment it out; */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db /dev/null If the line is commented out with a # then open the crontab for editing and remove it. Save the changes and you are done. From this point on the crontab should be working correctly. If the Cron.sh script still didn't run for some reason let us know. The next thing to check is that your generic agent has run. Check the otrs log file when you expect your Generic Agent to have run to confirm that it worked. Let us know how you get on. Kind regards, Rory Clerkin - 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
Re: [otrs] Generic Agent
Hi Garabed, You'll need to make sure your crontab is working. Reading this document will help you understand how jobs are entered in the crontab. Log into your Ubuntu server command line as the OTRS user using telnet or ssh (I use putty which is great http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html ) Once logged in type the following command to edit your crontab; crontab -e This will bring up a text editor that allows you to add entries to your crontab which will be executed by the Cron daemon. The text editor used depends on what your default text editor is set to. I believe Nano is the default and works more or less like notepad in windows but you need to press Ctrl-o to save (writeOut) and Ctrl-x to exit. Add the following line to output the date and time every minute */1 * * * * date Save the file and exit the editor. Check if cron is running using the following command /etc/init.d/cron status If cron is not running start it with the command /etc/init.d/cron status If it is running it is no harm to restart it /etc/init.d/cron restart Cron will normally log to the syslog file. You will want to watch this log file to see that it runs your date command in the next minute. Use the following command to clear the screen and then watch the syslog file for new entries; clear; tail -n 30 -f /var/log/syslog Th above command clears the screen then shows the last 30 lines of the file /var/log/syslog and forces it to stay open. The next time cron runs you should see the log entry pop up at the bottom of the list. To exit the tail view of the syslog hit Ctrl-c Let us know what you get in your syslog for cron and that will confirm whether or not it is working correctly. Rory - 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
Re: [otrs] Generic Agent
Edit to my last mail: If cron is not running start it with the command /etc/init.d/cron start Rory On 4 October 2011 09:54, Rory rcler...@gmail.com wrote: Hi Garabed, You'll need to make sure your crontab is working. Reading this document will help you understand how jobs are entered in the crontab. Log into your Ubuntu server command line as the OTRS user using telnet or ssh (I use putty which is great http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html ) Once logged in type the following command to edit your crontab; crontab -e This will bring up a text editor that allows you to add entries to your crontab which will be executed by the Cron daemon. The text editor used depends on what your default text editor is set to. I believe Nano is the default and works more or less like notepad in windows but you need to press Ctrl-o to save (writeOut) and Ctrl-x to exit. Add the following line to output the date and time every minute */1 * * * * date Save the file and exit the editor. Check if cron is running using the following command /etc/init.d/cron status If cron is not running start it with the command /etc/init.d/cron status If it is running it is no harm to restart it /etc/init.d/cron restart Cron will normally log to the syslog file. You will want to watch this log file to see that it runs your date command in the next minute. Use the following command to clear the screen and then watch the syslog file for new entries; clear; tail -n 30 -f /var/log/syslog Th above command clears the screen then shows the last 30 lines of the file /var/log/syslog and forces it to stay open. The next time cron runs you should see the log entry pop up at the bottom of the list. To exit the tail view of the syslog hit Ctrl-c Let us know what you get in your syslog for cron and that will confirm whether or not it is working correctly. Rory - 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
Re: [otrs] Add details to customer fields
Hi Paul, What do you get your customer details from? LDAP or OTRS DB? Kind regards, Rory Clerkin On 26 September 2011 09:25, paul.andurna...@aviva.ro wrote: Hello, Is there a way to add the Phone Number of a customer into it`s details so it can be visible in the requests ? Regards,* * * Paul Andurnache ** * - 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
Re: [otrs] Add details to customer fields
I was just trying to dig up the same thing from my own config.
Once you add all the telephone details into your LDAP config for each user
you can use
UserPhone = [ 'telephoneNumber' ],
to get this information to display in each ticket for a customer.
Kind regards,
Rory Clerkin
On 26 September 2011 10:13, Phil Bieber philbie...@gmail.com wrote:
Hi!
You can use the UserSyncMap Feature to achive just that, at least when you
have the data in your LDAP.
In your otrs\Kernel\Config.pm, you have configured the LDAP connection.
After That, just add the UserSyncMap, just like the following:
$Self-{AuthSyncModule1} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{AuthSyncModule::LDAP::Host1} = [ '192.168.1.10' ];
$Self-{AuthSyncModule::LDAP::BaseDN1} = dc=example, dc=com;
$Self-{'AuthSyncModule::LDAP::SearchUserDN1'} = 'u...@example.com
';
$Self-{'AuthSyncModule::LDAP::SearchUserPw1'} = 'securepw';
$Self-{'AuthSyncModule::LDAP::UID1'} = sAMAccountName;
$Self-{'AuthSyncModule::LDAP::Die1'} = 1;
$Self-{'AuthSyncModule::LDAP::AccessAttr1'} = member;
$Self-{'AuthSyncModule::LDAP::UserAttr1'} = DN;
# $Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups1'} = [
'users', ];
$Self-{'AuthSyncModule::LDAP::UserSyncMap1'} = {
UserFirstname = [ 'givenName', 'initials', ],
UserLastname = [ 'sn' ],
UserEmail = [ 'mail' ],
#UserSalutation = [ 'salutation' ],
UserTitle = [ 'title' ],
UserPhone = [ 'telephoneNumber' ],
UserFax= [ 'facsimileTelephoneNumber' ],
};
Just adapt it to your needs!
HTH
Cheers
Phil.
--
It might be just possible, by lying very still in a cellar somewhere,
to get through a day without committing a crime. But only just. And,
even then, you were probably guilty of loitering.
- Terry Pratchett: Feet of clay.
GPG KEY ID (Philipp Bieber): 0x0185E301
FINGERPRINT: CA81 28C2 E63F DAF8 5ED4 DACB 7C26 EE5B 0185 E301
Philipp Bieber - philbie...@gmail.com
2011/9/26 paul.andurna...@aviva.ro
Hello,
Thank you for the reply. I get them by LDAP from AD.
Regards,
*
Paul Andurnache **
*
*Rory rcler...@gmail.com*
Sent by: otrs-boun...@otrs.org
26.09.2011 12:05
Please respond to
User questions and discussions about OTRS. otrs@otrs.org
To
User questions and discussions about OTRS. otrs@otrs.org
cc
Subject
Re: [otrs] Add details to customer fields
Hi Paul,
What do you get your customer details from? LDAP or OTRS DB?
Kind regards,
Rory Clerkin
On 26 September 2011 09:25,
*paul.andurna...@aviva.ro*paul.andurna...@aviva.ro
wrote:
Hello,
Is there a way to add the Phone Number of a customer into it`s
details so it can be visible in the requests ?
Regards,
*
Paul Andurnache *
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Re: [otrs] Add details to customer fields
Try adding the following at the end of your customer config (I have
this in mine as well as the 'AuthSyncModule' section). The part you
are most interested in is the Map near the end.
Separate the items in the map using tabs to make it easier to read.
Take note of the 4th and 5th columns which are shown and required.
Its the usual 1=True and 0=False
As I understand it this section of code is used when an agent is
looking up the details of a customer. The other section
AuthSyncModule is used when the customer is logging in to the
customer frontend.
$Self-{CustomerUser} = {
Name = 'LDAP Datasource',
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'server.myDomain.local',
BaseDN = 'ou=Users,dc=myDomain,dc=local',
SSCOPE = 'sub',
UserDN = 'CN=LDAP
Lookup,CN=Users,DC=myDomain,DC=local',
UserPw = 'LookupPassword',
AlwaysFilter = '(objectclass=user)',
Params = {
port = 389,
timeout = 120,
async = 0,
version = 3,
},
},
CustomerKey = 'sAMAccountName',
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'sn', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'sn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
CustomerUserExcludePrimaryCustomerID = 0,
AdminSetPreferences = 0,
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
[ 'UserSalutation', 'Title',
'title',1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname',
'givenname',1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn',
1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Login',
'sAMAccountName', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email',
'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID',
'mail', 0, 1, 'var', '', 0 ],
[ 'UserPhone', 'Phone',
'telephonenumber', 1, 0, 'var', '', 0 ],
#[ 'UserAddress', 'Address',
'postaladdress',1, 0, 'var', '', 0 ],
[ 'UserComment','Comment',
'description', 1, 0, 'var', '', 0 ],
],
};
I hope that sorts it out for you.
Rory
On 26 September 2011 10:45, paul.andurna...@aviva.ro wrote:
I tried to add from the manual the following options but with no changes (
even if i restarted the server ). Since the mentioned fields weren`t in the
Config.pm i manually added them at the end of the user configuration section.
[Kernel/Config.pm]
# ShowCustomerInfo*
# (show customer user info on Compose (Phone and Email), Zoom and Queue
view)
$Self-{ShowCustomerInfoCompose} = 1;
$Self-{ShowCustomerInfoZoom} = 1;
$Self-{ShowCustomerInfoQueue} = 0;
[...]
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Re: [otrs] Add details to customer fields
I'm happy to hear that you got it working Paul. Glad I could help. Kind regards, Rory On 26 September 2011 11:20, paul.andurna...@aviva.ro wrote: Hello, I`ve made the modification and now i have the required field as well for the telephone number. I`m afraid that i maybe i wasn`t clear enough about the issue :-). The screen where i want the information displayed is in the ticket details. So when an agent checks a tickets` detail i want the phone number of the customer that posted the ticket, displayed ( bottom right ). Regards, * Paul Andurnache ** * - 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
Re: [otrs] Add details to customer fields
Sorry, I thought were saying it was fixed. Have you tried creating a new ticket for a customer and then checking if the details are shown? Also, in the Admin section, go to the SysConfig. In there choose Ticket from the drop down list. Choose the Frontend::Agent Subgroup Have a look at the options Ticket::Frontend::CustomerInfoCompose and Ticket::Frontend::CustomerInfoZoom. I have both of these set to Yes. Kind regards, Rory On 26 September 2011 12:13, paul.andurna...@aviva.ro wrote: Hello, That`s just it. It isn`t fixed :-). I cannot see the information ( phone number of the customer ) when i open a customer ticket logged in as an agent. The improvement i`ve noticed is that it is being imported by LDAP from AD and i can see it in the Customer specific window. Regards, * Paul Andurnache ** * *Rory rcler...@gmail.com* Sent by: otrs-boun...@otrs.org 26.09.2011 13:51 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] Add details to customer fields I'm happy to hear that you got it working Paul. Glad I could help. Kind regards, Rory On 26 September 2011 11:20, *paul.andurna...@aviva.ro*paul.andurna...@aviva.ro wrote: Hello, I`ve made the modification and now i have the required field as well for the telephone number. I`m afraid that i maybe i wasn`t clear enough about the issue :-). The screen where i want the information displayed is in the ticket details. So when an agent checks a tickets` detail i want the phone number of the customer that posted the ticket, displayed ( bottom right ). Regards,* Paul Andurnache * Email secured by Check Point - 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 - 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
Re: [otrs] Add details to customer fields
That's great. Did you need to change the settings in SysConfig? Rory On 26 September 2011 13:15, paul.andurna...@aviva.ro wrote: It worked. Thank you very much :-) Regards, * Paul Andurnache ** * *Rory rcler...@gmail.com* Sent by: otrs-boun...@otrs.org 26.09.2011 15:10 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] Add details to customer fields Sorry, I thought were saying it was fixed. Have you tried creating a new ticket for a customer and then checking if the details are shown? Also, in the Admin section, go to the SysConfig. In there choose Ticket from the drop down list. Choose the Frontend::Agent Subgroup Have a look at the options Ticket::Frontend::CustomerInfoCompose and Ticket::Frontend::CustomerInfoZoom. I have both of these set to Yes. Kind regards, Rory On 26 September 2011 12:13, *paul.andurna...@aviva.ro*paul.andurna...@aviva.ro wrote: Hello, That`s just it. It isn`t fixed :-). I cannot see the information ( phone number of the customer ) when i open a customer ticket logged in as an agent. The improvement i`ve noticed is that it is being imported by LDAP from AD and i can see it in the Customer specific window. Regards,* Paul Andurnache * *Rory **rcler...@gmail.com* rcler...@gmail.com** Sent by: *otrs-boun...@otrs.org* otrs-boun...@otrs.org *26.09.2011 13* 26.09.2011%2013:51 Please respond to User questions and discussions about OTRS. *otrs@otrs.org*otrs@otrs.org To User questions and discussions about OTRS. *otrs@otrs.org*otrs@otrs.org cc Subject Re: [otrs] Add details to customer fields I'm happy to hear that you got it working Paul. Glad I could help. Kind regards, Rory On 26 September 2011 11:20, *paul.andurna...@aviva.ro*paul.andurna...@aviva.ro wrote: Hello, I`ve made the modification and now i have the required field as well for the telephone number. I`m afraid that i maybe i wasn`t clear enough about the issue :-). The screen where i want the information displayed is in the ticket details. So when an agent checks a tickets` detail i want the phone number of the customer that posted the ticket, displayed ( bottom right ). Regards,* Paul Andurnache * Email secured by Check Point - OTRS mailing list: otrs - Webpage: *http://otrs.org/* http://otrs.org/ Archive: *http://lists.otrs.org/pipermail/otrs*http://lists.otrs.org/pipermail/otrs To unsubscribe: *http://lists.otrs.org/cgi-bin/listinfo/otrs*http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: *http://otrs.org/* http://otrs.org/ Archive: *http://lists.otrs.org/pipermail/otrs*http://lists.otrs.org/pipermail/otrs To unsubscribe: *http://lists.otrs.org/cgi-bin/listinfo/otrs*http://lists.otrs.org/cgi-bin/listinfo/otrs Email secured by Check Point - 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 - 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
Re: [otrs] Add details to customer fields
That's great, glad you got it working. Kind regards, Rory Clerkin On 26 September 2011 13:28, paul.andurna...@aviva.ro wrote: No. There were some customers included myself which weren`t updated in the AD ( Phone number field ). So it didn`t display the phone field at all if it was blank. Now that we have updated the phone number in AD all i in order. Regards, * Paul Andurnache ** * - 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
Re: [otrs] Otrs with lighttpd + fastcgi
command. The '-v' option tells grep to invert the results. So if the string
*is* found on a line then *do not* return the line and if the string *is
not* found on the line then *do* return the line.
So in the grep command from the script it will return every line that does
not contain the string Tables_in_
So the output will be;
article
article_attachment
article_flag
article_plain
article_search
..SNIP..
web_upload_cache
xml_storage
This results in only the list of tables being returned and no extra lines
that are not tables.
For your question about how to call the script there are a few different
elements to this to understand what's happening.
Firstly, I'm assuming you're doing everything from a shell prompt/command
line and not through a GUI.
The script is a shell script i.e. you could write it out in the Linux shell
and it'd work. It's just put in a script for convenience.
A shell script will normally have the extension .sh, i.e. SQLOptimize.sh
To make the script below usable you create a file using a regular editor
such as 'vim' or 'nano', paste in the code and save with an appropriate name
and extension, SQLOptimize.sh (you don't *need* the .sh extension, it'll
work without it, but it helps to have it for when you are looking at a list
of files)
Before you can run the script you need to make it executable. This is a file
permission and in Linux these can be edited using the command 'chmod'. It is
used in the following format;
chmod options permission filename
The options are things like -R for recurrsive.
The filename can use wildcards i.e. *.sh
The permission is something that needs a bit more detail. Have a look at
this webpage which gives some detail on how Unix permissions are written and
how to set them using the chmod command;
http://www.acm.uiuc.edu/webmonkeys/html_workshop/unix.html
When calling a script often you won't need to do anything more than just
enter the filename. So just entering SQLOptimize.sh at the shell prompt
might work. This would work because there is an entry in you PATH for .
(just a dot on its own).
Aside: This is actually a security risk so hopefully it is not in your PATH.
Consider if a malicious site downloaded a file called ifconfig to a folder
on your machine. If your working directory was the same as the location the
file was downloaded you would run the malicious ifconfig instead of the real
one which would allow it to do whatever it likes as your user. Especially
dangerous if you're logged in as root e.g. it could run rm -rf / deleting
everything.
In order to be specific about the file you wish to run you can use the
relative or absolute path.
The relative path uses your current working directory as the starting point
to find the file you want to run.
The absolute path is the full location of the file you want to run from the
root directory.
Your current working directory is specified by a dot on its own. So if you
entered whats between the commas here 'cd .' you would be telling the system
to change directory to your current working directory.
If you entered 'cd ./scripts' then you're telling the system to change to
the scripts directory which is a sub directory of your current working
directory.
Lets say your script is located at /home/user1/scripts/SQLOptimize.sh
And your current working directory is /home/user1/scripts
To run the script using a relative path you would use
./SQLOptimize.sh
To run the script using the absolute path you would use
/home/user1/scripts/SQLOptimize.sh
If you run the script using the absolute path then it doesn't matter what
your current working directory is. Because of this it is best to use
absolute addressing when writing a script that references any outside files.
#
#!/bin/bash
echo Enter DB User:
read user
echo Enter DB Password:
read -s pass
if [ -z ${user} ];
then
echo Username is blank. Exiting script
exit
elif [ -z ${pass} ];
then
echo Password is blank. Exiting script
exit
fi
for db in $(echo SHOW DATABASES; | mysql -u$user --password=$pass | grep
-v -e Database -e information_schema)
do
echo Switching to database $db
TABLES=$(echo SHOW TABLES; | mysql -D$db -u$user --password=$pass
| grep -v Tables_in_)
for table in $TABLES
do
echo -n * Optimizing table $table ...
result=$(echo OPTIMIZE TABLE $table | mysql -D$db -u$user
--password=$pass 21)
if [[ $result == *ERROR* ]]
then
echo FAILED
echo $result
else
echo Success
fi
done
done
#
Sorry for the mammoth mail, I just thought I'd write all that out because it
covers some fundamentals when working with Unix based systems and you did
say you were just dabbling so I thought it might help.
Rory
On 29 August 2011 14:29, Rudolf Bargholz
Re: [otrs] Otrs with lighttpd + fastcgi
Rudolf, You're welcome. I kept thinking of extra bits of information that I felt were useful and after a while it turned out the message was huge and needed a summary! I hope some of it was useful. Michiel, The script will iterate through all the tables in each database of the mysql server. It could easily be modified to ask for a database name and only optimize for that database. I'm sure you're right about the tables generally not needing to be optimized, I'm only good for pretty basic DBA tasks and the OPTIMIZE TABLE task seems like a good idea. I don't know too much about the database activity other than the obvious tables which will continue to grow. I wasn't aware of the performance issue with large databases. It might be best to hardcode the username and password into the script and run it as an out of hours cron job. I also came across the following when reading about the OPTIMIZE TABLE command which may, or may not, be useful. # For InnoDB tables, OPTIMIZE TABLEhttp://dev.mysql.com/doc/refman/5.6/en/optimize-table.htmlis mapped to ALTER TABLE http://dev.mysql.com/doc/refman/5.6/en/alter-table.html, which rebuilds the table to update index statistics and free unused space in the clustered index. This is displayed in the output of OPTIMIZE TABLEhttp://dev.mysql.com/doc/refman/5.6/en/optimize-table.htmlwhen you run it on an InnoDB table, as shown here: mysql OPTIMIZE TABLE foo; +--+--+--+---+ | Table| Op | Msg_type | Msg_text | +--+--+--+---+ | test.foo | optimize | note | Table does not support optimize, doing recreate + analyze instead | | test.foo | optimize | status | OK | +--+--+--+---+ You can make OPTIMIZE TABLEhttp://dev.mysql.com/doc/refman/5.6/en/optimize-table.htmlwork on other storage engines by starting *mysqld* http://dev.mysql.com/doc/refman/5.6/en/mysqld.html with the --skip-new or --safe-modehttp://dev.mysql.com/doc/refman/5.6/en/server-options.html#option_mysqld_safe-modeoption. In this case, OPTIMIZE TABLE http://dev.mysql.com/doc/refman/5.6/en/optimize-table.html is just mapped to ALTER TABLEhttp://dev.mysql.com/doc/refman/5.6/en/alter-table.html . # http://dev.mysql.com/doc/refman/5.6/en/optimize-table.html Rory On 30 August 2011 15:17, Michiel Beijen michiel.bei...@gmail.com wrote: Hi Rory, but all your script does is OPTIMIZE TABLE for all OTRS tables, right? Actually, typically the only tables that need OPTIMIZEing are the sessions table and maybe the web_upload_cache tables; but you can also use the FS backends for session and web upload cache; then you don't have this issue, right? Or, in other words, most sites never optimize and don't have (real) issues. Also a fair word of warning, if you have InnoDB as the storage backend on MySQL; if you have deleted a large number of tickets (which would be the main reason for OPTIMIZEing) the statement creates a lock on the database and it can take a long time to complete; I've seen +1 hour with total database sizes of 20-30 GB when I deleted half the number of tickets, on moderate hardware. So while there can be reasons to do an OPTIMIZE it's generally not so much needed, and IF you need it, for example when you deleted lots of tickets; it can lock up your database so you really want to do this inside a maintenance window. There's also this script that you could use (at your own risk) if you need to do it on-line: http://www.vosoft.nl/perl/reduce_table.pl.txt -- Mike - 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
Re: [otrs] LDAP: Looking at two OUs
You could also search recursively in the 'company' OU and have a requirement
for users to be in a specific Group to authenticate.
I use the following lines in my Config.pm
$Self-{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=OTRS_Customers,OU=Security,OU=MyGroups,DC=MyDomain,DC=local';
$Self-{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
On 30 August 2011 15:59, Gerald Young cryth...@gmail.com wrote:
http://www.petri.co.il/ldap_search_samples_for_windows_2003_and_exchange.htm
(|(ou=1*)(ou=3*))
On Tue, Aug 30, 2011 at 9:01 AM, Lars Jørgensen ljo...@gmail.com wrote:
Hi,
We have users in two different OUs that I need to be able to authenticate
to OTRS. What's the easiest/best way to accomplish that?
It's like this:
company
|-1
|-2
|-3
I want to authenticate users from OUs 1 and 3, but not 2.
--
Lars
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Re: [otrs] Otrs with lighttpd + fastcgi
That's a great little optimisation script.
I hope you don't mind that I made some changes to it.
I've added code to ask the user for the DB username and password rather than
include them in the command line. I don't want my passwords to be readable
in plain text just by looking at the shell history. Also the password is not
echoed to the terminal in this version. If either username or password is
blank the script exits.
I added the database to the mysql command where appropriate to reduce the
number of commands run once the mysql client was started as an optimization.
This probably makes no difference.
I also added in a success or failed keyword depending on whether or not the
term ERROR is returned from the OPTIMIZE TABLE mysql command which then
displays the Error returned.
#
#!/bin/bash
echo Enter DB User:
read user
echo Enter DB Password:
read -s pass
if [ -z ${user} ];
then
echo Username is blank. Exiting script
exit
elif [ -z ${pass} ];
then
echo Password is blank. Exiting script
exit
fi
for db in $(echo SHOW DATABASES; | mysql -u$user --password=$pass | grep
-v -e Database -e information_schema)
do
echo Switching to database $db
TABLES=$(echo SHOW TABLES; | mysql -D$db -u$user --password=$pass
| grep -v Tables_in_)
for table in $TABLES
do
echo -n * Optimizing table $table ...
result=$(echo OPTIMIZE TABLE $table | mysql -D$db -u$user
--password=$pass 21)
if [[ $result == *ERROR* ]]
then
echo FAILED
echo $result
else
echo Success
fi
done
done
#
Rory
On 26 August 2011 10:39, Rudolf Bargholz bargh...@onlinetravel.ch wrote:
Hi,
** **
You do not mention if you use MySQL. For our setup it was not apache that
was the bottleneck, rather MySQL. There were a few things we did to speed up
OTRS dramatically:
** **
**1) **Follow through all the steps mentioned in the OTRS support
module
**2) **Restart all services (MySQL, Apache and OTRS)
**3) **Next optimize all tables in your MySQL database:
** **
We have a script “optimizetable” with the following contents:
** **
#!/bin/bash
for db in $(echo SHOW DATABASES; | mysql -u$1 --password=$2 | grep -v -e
Database -e information_schema)
do
TABLES=$(echo USE $db; SHOW TABLES; | mysql -u$1 --password=$2 |
grep -v Tables_in_)
echo Switching to database $db
for table in $TABLES
do
echo -n * Optimizing table $table ...
echo USE $db; OPTIMIZE TABLE $table | mysql -u$1
--password=$2 /dev/null
echo done.
done
done
** **
This is called using the following call:
cd /root/Desktop
./optimizetable root EnterPasswordHere
** **
** **
**4) **Another useful tool I found was “mysqltuner.pl”:
http://mysqltuner.pl/mysqltuner.pl . Google for the name, and download the
perl script to your OTRS MySQL server. In essence it reads the log files of
MySQL and makes recommendations how to improve the performance of MySQL.
Your MySQL needs to be running quite some time in production for the
recommendations to be accurate. We normally run the script, make appropriate
modifications to the MySQL config, restart MySQL, reorganize all tables,
then restart all services (OTRS, Apache, MySQL) and then let the server run
in production for one or two weeks. Then we follow the same steps as above.
After two weeks in normal production you have enough info in the log for the
tool to make decent recommendations.
** **
The perl script is called using:
** **
cd /root/Desktop
perl mysqltuner.pl --user root --pass EnterPasswordHere
** **
The above steps dramatically improved the performance of OTRS.
** **
Hope this helps.
** **
Regards
** **
Rudolf Bargholz
** **
*Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag
von *Wagner
*Gesendet:* Donnerstag, 25. August 2011 22:43
*An:* User questions and discussions about OTRS.
*Betreff:* [otrs] Otrs with lighttpd + fastcgi
** **
Hello,
has anyone tried using lighttpd + fascgi instead of apache + mod_perl?
My otrs is very slow, so I was wondering if this could help
Thanks
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Re: [otrs] Can't delete originally merged tickets
Hi Muhammad, When a ticket is merged to another it does not create a copy of any of the tickets. All that happens is a reference is created in the database to tell the system these 2 tickets are now related i.e. parent and child tickets. When 2 tickets are merged the original tickets are still valid and are needed to display all the information. If you delete the child ticket then you will lose the information that ticket contains and so it will not be available in the parent ticket. Going by your experience that nothing happens suggests that the system will not allow this relationship to be broken in this way. I'm guess that to delete the tickets you would first need to break the Merge (the split option I think). Rory On 9 August 2011 12:45, Muhammad El-Sergani mserg...@gmail.com wrote: Dear list, I'm trying to delete tickets from my system that were merged into others. So I created a Generic Agent job, and set the Subject to Ticket Merged, and chose Delete Messages ... but nothing happens. Is it possible to delete such tickets? And how please? 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
Re: [otrs] out of memory
Hi Fabio,
As you said you are not out of system memory. What is likely happening is
that you running out of the memory assigned to either Perl, Apache or MySQL.
From the OTRS log it looks like it might be Perl but check the logs for
apache and mysql to see if there is any indication there.
Here's some places with info
http://www.red-mercury.com/blog/eclectic-tech/perl-out-of-memory-with-solution/
http://egloo.wordpress.com/2008/07/27/apache-out-of-memory-error/
http://lists.mysql.com/mysql/209280
Kind regards,
Rory
On 1 August 2011 22:25, Fabio Flores fabiocflo...@gmail.com wrote:
Hello,
For some reason my OTRS installation stops sending e-mail and
according to the log files, its a out of memory issue. My server
doesnt have memory issues as you can see bellow:
free -m
total used free sharedbuffers cached
Mem: 3330 3238 92 0170 1367
-/+ buffers/cache: 1700 1630
Swap: 2055 0 2054
Software version: CentOS Linux 5.5, apache 2.2.3-45, perl v5.8.8, otrs
version 3.0.9-01
Logs:
[Fri Jul 29 23:20:02 2011][Notice][Kernel::System::PID::PIDCreate]
Can't create PID GenericAgent, because it's already running
(xy.x.com/32722)!
[Sat Jul 30 00:10:14
2011][Error][Kernel::System::PostMaster::Filter::FilterGet][199]
ERROR: out of memory
DETAIL: Failed on request of size 8160.
, SQL: 'SELECT f_type, f_key, f_value, f_name, f_stop FROM
postmaster_filter WHERE f_name = ?'
[Sat Jul 30 00:10:15
2011][Error][Kernel::System::SystemAddress::SystemAddressQueueID][322]
ERROR: out of memory
DETAIL: Failed on request of size 8160.
, SQL: 'SELECT queue_id FROM system_address WHERE valid_id IN ( 1 )
AND LOWER(value0) = LOWER(?)'
[Sat Jul 30 00:10:15
2011][Error][Kernel::System::SystemAddress::SystemAddressQueueID][322]
ERROR: out of memory
DETAIL: Failed on request of size 8160.
, SQL: 'SELECT queue_id FROM system_address WHERE valid_id IN ( 1 )
AND LOWER(value0) = LOWER(?)'
[Sat Jul 30 00:10:15
2011][Error][Kernel::System::Queue::QueueLookup][475] ERROR: out of
memory at character 16
DETAIL: Failed on request of size 28.
, SQL: 'SELECT id FROM queue WHERE name = ?'
[Sat Jul 30 00:10:15
2011][Error][Kernel::System::Queue::QueueLookup][482] ERROR: out of
memory at character 18
DETAIL: Failed on request of size 28.
, SQL: 'SELECT name FROM queue WHERE id = ?'
[Sat Jul 30 00:10:15
2011][Error][Kernel::System::CustomerUser::DB::CustomerSearch][310]
ERROR: out of memory
DETAIL: Failed on request of size 8160.
, SQL: 'SELECT login , first_name, last_name, email FROM customer_user
WHERE LOWER(email) LIKE LOWER('mailer-dae...@mon1.xyz') AND
valid_id IN (1) LIMIT 250'
[Sat Jul 30 00:10:15
2011][Error][Kernel::System::Ticket::TicketCheckNumber][261] ERROR:
out of memory at character 16
DETAIL: Failed on request of size 28.
, SQL: 'SELECT id FROM ticket WHERE tn = ? LIMIT 1'
[Sat Jul 30 00:10:15
2011][Error][Kernel::System::Queue::QueueLookup][482] ERROR: out of
memory at character 18
DETAIL: Failed on request of size 28.
, SQL: 'SELECT name FROM queue WHERE id = ?'
[Sat Jul 30 00:10:15
2011][Error][Kernel::System::State::StateGet][223] ERROR: out of
memory
DETAIL: Failed on request of size 8160.
, SQL: 'SELECT ts.id, ts.name, ts.valid_id, ts.comments, ts.type_id,
tst.name, ts.change_time, ts.create_time FROM ticket_state ts,
ticket_state_type tst WHERE ts.type_id = tst.id AND ts.name = ?'
[Sat Jul 30 00:10:15
2011][Error][Kernel::System::Ticket::TicketCreate][405] No StateID for
'new'!
[Sat Jul 30 00:10:15
2011][Error][/opt/otrs/bin/otrs.PostMaster.pl][136] Can't process
mail, see log sub system! at /opt/otrs/bin/otrs.PostMaster.pl line
116.
[Sat Jul 30 00:10:16 2011][Error][Kernel::System::DB::new][181]
expected authentication request from server, but received c
[Sat Jul 30 00:10:16
2011][Error][/opt/otrs/bin/otrs.PostMaster.pl][136] Got no DBObject at
/opt/otrs/Kernel/System/PostMaster.pm line 101, STDIN line 57.
[Sat Jul 30 00:10:16 2011][Error][Kernel::System::DB::new][181]
expected authentication request from server, but received c
[Sat Jul 30 00:10:16
2011][Error][/opt/otrs/bin/otrs.PostMaster.pl][136] Got no DBObject at
/opt/otrs/Kernel/System/PostMaster.pm line 101, STDIN line 57.
[Sat Jul 30 00:10:16 2011][Error][Kernel::System::DB::new][181] FATAL:
out of memory
Could you please point me to where I should look first?
Thanks in advance
--
Fabio Flores
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Re: [otrs] Ignore message with a certain string in the subject
Hi Paul, In the Admin section you should be able to create a Postmaster filter using a regular expression that will filter mails like that to the junk queue. I'm not sure if you can simply discard the mails. More info on filtering at; http://doc.otrs.org/3.0/en/html/adminarea-postmasterfilter.html Kind regards, Rory On 2 August 2011 10:15, paul.andurna...@aviva.ro wrote: Hello, Is there an option to ignore certain e-mails from users ( automated responses, out of office etc... ) ? The subject would have a certain string in it out of office and we would like for the OTRS to ignore those messages ( not to create new tickets ). Regards, * * Please don't print this e-mail unless you really need to. - 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 image/jpeg- 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
Re: [otrs] making sysconfig work from web gui
Hi Robert, Regarding Sysconfig, on the left hand side of the display there should be a drop down box. Select 'Ticket' from the drop down and you'll be shown all the subgroups that contain options relating to Tickets. Click on one of the subgroups and you be shown the options for that particular subgroup. Make your changes and click Update at the bottom. When I send an email through OTRS there's an entry in the System Log (Viewed through the Admin section). Something like the following Mon Jul 25 12:32:26 2011 notice OTRS-CGI-14 Sent email to 'Username u...@domain.com' from 'IT Support supp...@domain.com'. HistoryType = SendAnswer, Subject = Re: Sent Items Missing [Ticket# -- 201107251437]; Do you get this much? Rory On 26 July 2011 02:51, Robert Woodworth robe...@a10networks.com wrote: I finally got this thing up and working with OTRS3 on Ubuntu10. Incoming mail created tickets in the raw queue. Im happy about that. 2 more problems: First, how do I use the sysconfig option from the web gui ? When I click on it, I get this: SysConfig Result Please enter a search term to look for settings. Powered by OTRS 3.0.9 Where am I supposed to enter a search string? There isn't any place I can find. Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log. Im running postfix with sasldb authentication. As I said, mail works from command line. I must have missed something in the OTRS config? - 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
Re: [otrs] How to remove news widget from dashboard?
Yes you can do this too. Go to the Admin section and choose the 'Sysconfig' option. Type in 'Dashboard' to the search box and hit enter. This will list all subgroups which reference Dashboard. Select the option Frontend::Agent::Dashboard from the 'Framework' group This page lists different elements that can be applied to the Dashboard and the attributes The name of the elements, as they appear on the dashboard, are listed in the 'Title' attribute. Disable the relevant dashboard elements by clearing the checkbox for that element. Rory On 26 July 2011 13:51, nik...@iandapp.com wrote: Thank you! I wasn't specific enough I understand. I want to remove the news widgets så agents cannot use it all, they should not be able to add it or have it on the Dashboard to start with. Is that possible? Cheers, Niklas Hi Niklas, On the Dashboard, in the top right there is an item called 'Settings'. Click here to reveal a number of check boxes. Clear the check boxes for the items you don't want displayed. Rory On 26 July 2011 11:00, nik...@iandapp.com wrote: Hello, I would like to remove the news widget from the dashboard. Does anyone know how to do that? Thanks in advance! /Niklas - 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 - 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
Re: [otrs] Active Directory integration with multiple OU
Hi Paul, You can use the OU that is the parent to all the OUs containing the customers. When the LDAP lookup occurs it will search recursively through all the Child OUs. Kind regards, Rory Clerkin On 20 July 2011 15:40, paul.andurna...@aviva.ro wrote: Hello, How can i add customers from multiple OUs in the OTRS ? In the config.pm file as i`ve seen you can only add one OU from which the users are fetched using LDAP. Regards, * Paul Andurnache ** Junior Security Officer Aviva Group Romania* Tel: +4 021 2038300 Fax: +4 021 2038301 Email: paul.andurna...@aviva.ro www.aviva.ro *Aviva Asigurari de Viata SA *- str. Buzesti 76-80, et. 1-3, sector 1, Bucuresti, cod 011017 - Tel. 021-203.83.00, Fax 021 203 83 01* Aviva Societate de Administrare a unui Fond de Pensii Privat* - str. Buzesti 76-80, et. 4, sector 1, Bucuresti, cod 011017 - Tel. 021 203 84 00, Fax 021 203 84, 02 Privileged/Confidential Information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer does not consent to Internet email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of Aviva shall be understood as neither given nor endorsed by it Prezentul mesaj poate contine informatii confidentiale. In cazul in care nu sunteti persoana mentionata ca destinatar (sau persoana nominalizata pentru a trimite mesajul catre destinatar), nu puteti copia sau trimite acest mesaj catre o terta persoana. In acest caz, va rugam sa stergeti acest mesaj si sa anuntati emitentul prin trimiterea unui raspuns. Va rugam sa ne anuntati imediat in cazul in care dumneavoastra sau angajatorul dumneavoastra nu accepta comunicarea unor astfel de mesaje prin intermediul email-ului. Opiniile, concluziile sau orice alte informatii din acest mesaj care nu au legatura cu activitatea companiei Aviva vor fi interpretate ca nefiind date sau aprobate de catre aceasta. Please don't print this e-mail unless you really need to. - 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 image/jpegimage/jpeg- 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
Re: [otrs] Send email to customer
When you have a ticket open you can reply by email by clicking the drop down list with reply in it. Select the Empty Answer option and write your email. Click Submit to send. In the Admin section you can create Responses with the content of an email you might send regularly. You can then add a particular Response to one or many queues. When you click on the Reply drop down list in the ticket the new Response you have added will be available. Note: the ticket must be in the queue with the Response added for the Response to show in the drop down list. Kind regards, Rory Clerkin On 7 July 2011 16:30, Rogerio F Cunha rogerio.cu...@gmail.com wrote: Dear Sirs, It is possible to automatically send an email to the customer with the contents of a note added to the ticket? This possibility would serve to ask a customer more information about the opened ticket, without the need to contact him by phone. Roger. - 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
Re: [otrs] New tickets -- only email or phone?
I agree that the phone ticket option is the most appropriate of what's there. Though I would prefer more options in this regard. I think a single 'new ticket' option that opens the ticket input form. Within that form there would then be a drop down for source that could be populated with user specific items which are added through the configuration. While by no means essential I wouldn't mind knowing how most people prefer to approach my IT team (a small 2 person outfit). Rory On 1 July 2011 18:40, Robert Woodworth robe...@a10networks.com wrote: If someone walks up to me with something that needs a ticket, its almost indistinguishable from a phone call, so Id vote for using the new phone call when someone tags me in a meeting, a hall, breakroom or corners me in my cube (grin) ** ** *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Gerald Young *Sent:* Friday, July 01, 2011 7:05 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] New tickets -- only email or phone? ** ** :) I'm all about removing the choice myself. :) Using a phone ticket should be adequate for this purpose, don't you think? On Fri, Jul 1, 2011 at 9:31 AM, Charles o...@catcons.co.uk wrote: Hello :-) Sometimes tickets are initiated by a personal visit to our offices or in a meeting. The TICKETS drop down list includes New email ticket and New phone ticket. Can we extend the list? Best Charles - 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 - 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
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. ## VirtualHost *:80 ServerAdmin supp...@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 Location /otrs #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 Directory /opt/otrs/bin/cgi-bin/ AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all /Directory Directory /opt/otrs/var/httpd/htdocs/ AllowOverride None Order allow,deny Allow from all /Directory IfModule mod_headers.c Directory /opt/otrs/var/httpd/htdocs/skins/*/*/css-cache FilesMatch \.(css|CSS)$ Header set Cache-Control max-age=2592000 must-revalidate /FilesMatch /Directory Directory /opt/otrs/var/httpd/htdocs/js_new/js-cache FilesMatch \.(js|JS)$ 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 mserg...@gmail.com 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
Re: [otrs] Bricked install
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. supp...@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 robe...@a10networks.com 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. - 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
Re: [otrs] Bricked install
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 robe...@a10networks.com 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-boun...@otrs.org [mailto:otrs-boun...@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 nils.leid...@leidex.net 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
Re: [otrs] Permission denied errors on index.pl in admin section
Hi Jefferson, This is unlikely but, by any chance are you accessing the OTRS site through a proxy? If so, do you have the option of bypassing the proxy? It certainly seems like the user that runs the webserver is having permission problems. Are you running a Windows or Linux version? What type of installation did you run? Was it the pre-built package or the source package? If it was the source package it may be that you need to give the webserver user permissions to the OTRS install directory as well as the OTRS user. You've probably already done this but just in case e.g. otrs.SetPermissions.pl /opt/otrs --otrs-user=otrsuser --web-user=apache--otrs-group=otrsuser--web-group=apache Kind regards, Rory On 31 May 2011 17:27, Jefferson Davis jda...@standard.k12.ca.us wrote: BUMP -- *From: *Jefferson Davis jda...@standard.k12.ca.us *To: *User questions and discussions about OTRS. otrs@otrs.org *Sent: *Friday, May 27, 2011 9:47:58 AM *Subject: *[otrs] Permission denied errors on index.pl in admin section Various items will not allow access any longer since migrating to 3.0.x, I've run the otrs.SetPermissions script multiple times, no joy. No problems getting at sysconfig, but editing/deleting queues, responses, etc are blocked with You don't have permission to access /otrs/index.pl on this server. Interestingly I AM able to add new, just can;t edit or delete. WTH? I now have an issue with new ticket notifications being duplicated. Where else can I look? We are running/forcing to https via apache redirect, if thaht's germain, though I've also tried it in http and same results, so I am kind of discounting THAT as the issue. I'm somewhat open to doing a fresh install, migrating only the agent and customer LDAP stanzas from my 2.x config, but would prefer to NOT go through that effort if possible. Checked the DB permissins as well, the otrs user has full rights to the entire DB. apache error logs have been inconclusive. I really like this system but upgrading/moving it could be easier. -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us - 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 -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us - 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
[otrs] Customer LDAP Auth Issue - not anonymous
Hi All,
I'm having an issue while authenticating a Customer user against our windows
Active Directory tree and I hope somebody can help me.
I've been watching the network traffic on the AD server with Wireshark to
see exactly what's happening. Here's the steps:
1. OTRS requests to bind to LDAP using a specified user CN=LDAP
Lookup,OU=Service Accounts,OU=Users,OU=EFC,DC=mydomain,DC=local.
2. LDAP server accepts the bind.
3. OTRS searches for the username.
4. LDAP server returns the correct user
5. OTRS searches for the group with the condition that the user is in the
group
6. LDAP server returns the correct group
7. OTRS unbinds from LDAP
8. OTRS requests to bind to LDAP using the login user that was returned in
step 4.
9. LDAP server accepts the bind
10. OTRS unbinds from LDAP server
So far this is good and shows that the initial authentication succeeds. The
next few steps are where OTRS tries to retrieve the customer attributes from
LDAP
11. OTRS requests to bind to LDAP using root.
12. LDAP server accepts the bind
13. OTRS searches the specified OU's subtree for the attributes listed in
the map
14. LDAP server gives an error 04DC: LdapErr: DSID-0C0906E8, comment:
In order to perform this operation a successful bind must be completed on
the connection., data 0, v1db1
The problem seems to be that OTRS tries to access the LDAP tree as an
anonymous user in order to retrieve the customer attributes. Everything I've
tried has not made any change to this part of the process.
Here are some of the things I've tried;
* The customer config format, in the manual, at the following link which
authenticates but doesn't have details to map customer data
http://doc.otrs.org/3.0/en/html/auth-backends.html
* The customer config format, in the manual, at the following link which
authenticates but fails to map customer data
http://doc.otrs.org/3.0/en/html/customer-user-backend.html
* Using both the above config formats at the same time.
* Copying the Customer Config details into the Default.pm file which seemed
to work for another user.
* Using different attributes of the LDAP user to search and authenticate
with e.g. sAMAccountName and userPrincipleName.
* Using the domain suffix as part of the search and authenticate settings.
I've included my customer config below which isn't working (and is currently
written in the Default.pm file).
I've sanitised the domain and password details but otherwise the config is
exactly as on my server.
# Start Customer LDAP config copied over from Config.pm
$Self-{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} =
'svr004.mydomain.local';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=dept,dc=mydomain,dc=local';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self-{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=OTRS_Customers,OU=Security,OU=Groups,OU=Dept,DC=mydomain,DC=local';
$Self-{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
# $Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (full user dn)
$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user does NOT have permission to read from the LDAP tree
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP
Lookup,OU=Service Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypw123';
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter =
'(objectclass=user)'
$Self-{'Customer::AuthModule::LDAP::AlwaysFilter'} =
'(objectclass=user)';
# in case you want to add a suffix to each customer login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists user@domain.
# $Self-{'Customer::AuthModule::LDAP::UserSuffix'} =
'@mydomain.local';
# Net::LDAP new params (if needed - for more info see perldoc
Net::LDAP)
$Self-{'Customer::AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
$Self-{CustomerUser} = {
Name = 'LDAP Datasource',
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'svr004.efc.local',
BaseDN = 'ou=EFC,dc=mydomain,dc=local',
SSCOPE = 'sub',
UserDN = 'CN=LDAP Lookup,OU=Service
Re: [otrs] Customer LDAP Auth Issue - not anonymous
Hi Shawn,
Thanks for your reply, I'll see how it works out in the container instead.
Kind regards,
Rory Clerkin
On 13 May 2011 14:25, Gadow, Shawn sga...@ocusd.net wrote:
Ok I could be wrong because I don’t know your AD structure but take a look
here..
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP
Lookup,OU=Service Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypw123';
Mine looks like this
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=testaccount,cn=Users,dc=ocusd,dc=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'test123';
What I have is the user account test witch which is located in the users
directly under the base DN.. the folder it’s located in needs to be a
container not an OU I believe this is where your issue lies once again I
could be wrong however
Same applies with
UserDN = 'CN=LDAP Lookup,OU=Service
Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local',
UserPW = 'mypw123',
Shawn Gadow
Network Administrator
Oregon CUSD 220
*“Security is when everything is settled*. *When nothing can happen to
you. Security is the denial of l**ife*.” – Germaine Greer
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
*Rory
*Sent:* Friday, May 13, 2011 8:00 AM
*To:* otrs@otrs.org
*Subject:* [otrs] Customer LDAP Auth Issue - not anonymous
Hi All,
I'm having an issue while authenticating a Customer user against our
windows Active Directory tree and I hope somebody can help me.
I've been watching the network traffic on the AD server with Wireshark to
see exactly what's happening. Here's the steps:
1. OTRS requests to bind to LDAP using a specified user CN=LDAP
Lookup,OU=Service Accounts,OU=Users,OU=EFC,DC=mydomain,DC=local.
2. LDAP server accepts the bind.
3. OTRS searches for the username.
4. LDAP server returns the correct user
5. OTRS searches for the group with the condition that the user is in the
group
6. LDAP server returns the correct group
7. OTRS unbinds from LDAP
8. OTRS requests to bind to LDAP using the login user that was returned in
step 4.
9. LDAP server accepts the bind
10. OTRS unbinds from LDAP server
So far this is good and shows that the initial authentication succeeds. The
next few steps are where OTRS tries to retrieve the customer attributes from
LDAP
11. OTRS requests to bind to LDAP using root.
12. LDAP server accepts the bind
13. OTRS searches the specified OU's subtree for the attributes listed in
the map
14. LDAP server gives an error 04DC: LdapErr: DSID-0C0906E8, comment:
In order to perform this operation a successful bind must be completed on
the connection., data 0, v1db1
The problem seems to be that OTRS tries to access the LDAP tree as an
anonymous user in order to retrieve the customer attributes. Everything I've
tried has not made any change to this part of the process.
Here are some of the things I've tried;
* The customer config format, in the manual, at the following link which
authenticates but doesn't have details to map customer data
http://doc.otrs.org/3.0/en/html/auth-backends.html
* The customer config format, in the manual, at the following link which
authenticates but fails to map customer data
http://doc.otrs.org/3.0/en/html/customer-user-backend.html
* Using both the above config formats at the same time.
* Copying the Customer Config details into the Default.pm file which seemed
to work for another user.
* Using different attributes of the LDAP user to search and authenticate
with e.g. sAMAccountName and userPrincipleName.
* Using the domain suffix as part of the search and authenticate settings.
I've included my customer config below which isn't working (and is
currently written in the Default.pm file).
I've sanitised the domain and password details but otherwise the config is
exactly as on my server.
# Start Customer LDAP config copied over from Config.pm
$Self-{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} =
'svr004.mydomain.local';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=dept,dc=mydomain,dc=local';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self-{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=OTRS_Customers,OU=Security,OU=Groups,OU=Dept,DC=mydomain,DC=local';
$Self-{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
# $Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (full user dn
Re: [otrs] Customer LDAP Auth Issue - not anonymous
I'm seeing some strange behaviour now.
After changing the SearchUserDN to the Users container I noticed that it was
still using the previous setting.
This reminded me to check the SysConfig options under System Administration
in the Admin panel. In the Frontend::CustomerAuth module it was still
showing the old Customer Auth LDAP settings. (it must have pulled them in
from somewhere as I didn't set them)
I cleared all the checkboxes and set the other options to their defaults.
This put lines of the following format in the ZZZAuto.pm and ZZZAAuto.pm
files for all the settings I un-ticked;
delete $Self-{'Customer::AuthModule::LDAP::SearchUserDN'};
When the Customer.pl script authenticates now it doesn't use any user
details, just ROOT.
Can anybody tell me which settings take precedence?
I'm going to try commenting out the lines from the ZZZAuto.pm and
ZZZAAuto.pm files (even tho I probably shouldn't)
Any more help, ideas or opinions would be greatly appreciated.
Kind regards,
Rory Clerkin
On 13 May 2011 14:52, Rory rcler...@gmail.com wrote:
Hi Shawn,
Thanks for your reply, I'll see how it works out in the container instead.
Kind regards,
Rory Clerkin
On 13 May 2011 14:25, Gadow, Shawn sga...@ocusd.net wrote:
Ok I could be wrong because I don’t know your AD structure but take a look
here..
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP
Lookup,OU=Service Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypw123';
Mine looks like this
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=testaccount,cn=Users,dc=ocusd,dc=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'test123';
What I have is the user account test witch which is located in the users
directly under the base DN.. the folder it’s located in needs to be a
container not an OU I believe this is where your issue lies once again I
could be wrong however
Same applies with
UserDN = 'CN=LDAP Lookup,OU=Service
Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local',
UserPW = 'mypw123',
Shawn Gadow
Network Administrator
Oregon CUSD 220
*“Security is when everything is settled*. *When nothing can happen to
you. Security is the denial of l**ife*.” – Germaine Greer
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
Of *Rory
*Sent:* Friday, May 13, 2011 8:00 AM
*To:* otrs@otrs.org
*Subject:* [otrs] Customer LDAP Auth Issue - not anonymous
Hi All,
I'm having an issue while authenticating a Customer user against our
windows Active Directory tree and I hope somebody can help me.
I've been watching the network traffic on the AD server with Wireshark to
see exactly what's happening. Here's the steps:
1. OTRS requests to bind to LDAP using a specified user CN=LDAP
Lookup,OU=Service Accounts,OU=Users,OU=EFC,DC=mydomain,DC=local.
2. LDAP server accepts the bind.
3. OTRS searches for the username.
4. LDAP server returns the correct user
5. OTRS searches for the group with the condition that the user is in the
group
6. LDAP server returns the correct group
7. OTRS unbinds from LDAP
8. OTRS requests to bind to LDAP using the login user that was returned in
step 4.
9. LDAP server accepts the bind
10. OTRS unbinds from LDAP server
So far this is good and shows that the initial authentication succeeds.
The next few steps are where OTRS tries to retrieve the customer attributes
from LDAP
11. OTRS requests to bind to LDAP using root.
12. LDAP server accepts the bind
13. OTRS searches the specified OU's subtree for the attributes listed in
the map
14. LDAP server gives an error 04DC: LdapErr: DSID-0C0906E8, comment:
In order to perform this operation a successful bind must be completed on
the connection., data 0, v1db1
The problem seems to be that OTRS tries to access the LDAP tree as an
anonymous user in order to retrieve the customer attributes. Everything I've
tried has not made any change to this part of the process.
Here are some of the things I've tried;
* The customer config format, in the manual, at the following link which
authenticates but doesn't have details to map customer data
http://doc.otrs.org/3.0/en/html/auth-backends.html
* The customer config format, in the manual, at the following link which
authenticates but fails to map customer data
http://doc.otrs.org/3.0/en/html/customer-user-backend.html
* Using both the above config formats at the same time.
* Copying the Customer Config details into the Default.pm file which
seemed to work for another user.
* Using different attributes of the LDAP user to search and authenticate
with e.g. sAMAccountName and userPrincipleName.
* Using the domain suffix as part of the search and authenticate settings.
I've included my customer config below which isn't working (and is
currently written in the Default.pm file
Re: [otrs] Customer LDAP Auth Issue - not anonymous
Thanks Shawn!
I've implemented your config and it works.
I'm going to go through the different items that I have extra in my own
config to see what breaks it.
I do want to have features such as the user is required to be in a group.
This is great though, I'm delighted to have some progress on this.
I'll update this thread with the items I find that break the LDAP login, it
may be useful to somebody else in the future.
Thanks again,
Rory Clerkin
On 13 May 2011 15:56, Gadow, Shawn sga...@ocusd.net wrote:
Just out of curiosity use mine and see what happens (obviously change what
you need to change) but you seem to have some extra un-needed stuff in
there.. worth a try anyway
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} =
'ODDC-01.ocusd.local';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=ocusd,dc=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} =
'cn=testuser,cn=Users,dc=ocusd,dc=local';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'test123';
$Self-{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'ODDC-01.ocusd.local';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=ocusd,dc=local';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=
testuser,cn=Users,dc=ocusd,dc=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'test123';
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'ODDC-N1.ocusd.local',
BaseDN = 'dc=ocusd,dc=local',
SSCOPE = 'sub',
UserDN = 'cn= testuser,cn=Users,dc=ocusd,dc=local',
UserPw = 'test123',
},
CustomerKey = 'sAMAccountName',
CustomerID = 'sAMAccountName',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
# [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
Shawn Gadow
Network Administrator
Oregon CUSD 220
*“Security is when everything is settled*. *When nothing can happen to
you. Security is the denial of l**ife*.” – Germaine Greer
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
*Rory
*Sent:* Friday, May 13, 2011 9:49 AM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] Customer LDAP Auth Issue - not anonymous
Hi Shawn,
Yes, I restarted the httpd service (I'm using CentOs 5.5 btw with OTRS
built from the tar.gz download, latest stable apache webserver, latest
stable mysql database, perl installed via Yum, some per module installed via
Yum and some through CPAN, Windows Server 2008 R2 Active Directory as the
LDAP server)
Commenting out the settings in the ZZZA* files made no difference. I've
also reinstated the customer Authentication into the Config.pm file.
I'm still getting OTRS trying to bind to LDAP using the user ROOT (Which
I'm assuming is an anonymous user).
Kind regards,
Rory Clerkin
On 13 May 2011 15:33, Gadow, Shawn sga...@ocusd.net wrote:
Did you restart the services after you made the config change? I wouldn’t
think you would have to but it’s worth a shot if you didn’t
Shawn Gadow
Network Administrator
Oregon CUSD 220
*“Security is when everything is settled*. *When nothing can happen to
you. Security is the denial of life*.” – Germaine Greer
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
*Rory
*Sent:* Friday, May 13, 2011 9:32 AM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] Customer LDAP Auth Issue - not anonymous
I'm seeing some strange behaviour now.
After changing the SearchUserDN to the Users container I noticed that it
was still using the previous setting.
This reminded me to check the SysConfig options under System Administration
in the Admin panel. In the Frontend::CustomerAuth module it was still
showing the old Customer Auth LDAP settings
Re: [otrs] Customer LDAP Auth Issue - not anonymous
Well this is annoying ... I've added each extra line one by one from the old
config to new one and after I inserted a new line I tested it to see if it
broke the ldap lookup.
My config is now back to its original state as I listed in my first mail ...
every line is in the same place, every variable is the same, I've even added
the extra elements into the user map. It works.
I thought may it was because I was using a user who was now populated in the
database so I used a whole new user and it still worked.
The only thing I can think of is that there must be some kind of variable
cache somewhere, in OTRS or the PERL module maybe, and this cache must be
cleared or updated which I did by using the stripped down config which Shawn
sent i.e. the variables I now was not using were reset to zero or blanked.
I've checked th ZZZAuto.pm file and it hasn't changed.
That's only speculation but it's all I can think of which makes sense.
Oh, and I can confirm that you don't need to restart the webserver for the
changes to Config.pm to take effect. You just need to call the Customer.pl
or index.pl file again which will then complie the Config.pm on the fly.
I hope this helps sombody in the future because it has me baffled.
Kind regards,
Rory Clerkin
On 13 May 2011 16:40, Rory rcler...@gmail.com wrote:
Thanks Shawn!
I've implemented your config and it works.
I'm going to go through the different items that I have extra in my own
config to see what breaks it.
I do want to have features such as the user is required to be in a group.
This is great though, I'm delighted to have some progress on this.
I'll update this thread with the items I find that break the LDAP login, it
may be useful to somebody else in the future.
Thanks again,
Rory Clerkin
On 13 May 2011 15:56, Gadow, Shawn sga...@ocusd.net wrote:
Just out of curiosity use mine and see what happens (obviously change what
you need to change) but you seem to have some extra un-needed stuff in
there.. worth a try anyway
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} =
'ODDC-01.ocusd.local';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=ocusd,dc=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} =
'cn=testuser,cn=Users,dc=ocusd,dc=local';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'test123';
$Self-{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'ODDC-01.ocusd.local';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=ocusd,dc=local';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=
testuser,cn=Users,dc=ocusd,dc=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'test123';
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'ODDC-N1.ocusd.local',
BaseDN = 'dc=ocusd,dc=local',
SSCOPE = 'sub',
UserDN = 'cn= testuser,cn=Users,dc=ocusd,dc=local',
UserPw = 'test123',
},
CustomerKey = 'sAMAccountName',
CustomerID = 'sAMAccountName',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
# [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
Shawn Gadow
Network Administrator
Oregon CUSD 220
*“Security is when everything is settled*. *When nothing can happen to
you. Security is the denial of l**ife*.” – Germaine Greer
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
Of *Rory
*Sent:* Friday, May 13, 2011 9:49 AM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] Customer LDAP Auth Issue - not anonymous
Hi Shawn,
Yes, I restarted the httpd service (I'm using CentOs 5.5 btw with OTRS
built from the tar.gz download, latest stable apache webserver, latest
stable mysql database, perl installed via Yum, some per module installed via
Yum and some through CPAN
Re: [otrs] Cron jobs : what to change to make the refresh quickier?
Hi Sebastien, When using a Windows Server you can use Windows Task Scheduler to run the same file. Cron is a linux program that you can compare to windows task scheduler. The line in your mail (*/10 * * * * $HOME/bin/PostMasterMailbox.pl /dev/null) is not in the postmaster.pl file. It goes in the crontab file and tells the cron program to run the $HOME/bin/PostMasterMailbox.pl file every 10 minutes (*/10 * * * *) and discard any output ( /dev/null). What you need to do is create a scheduled task in windows that does the same thing. You may have to tell windows task scheduler to execute the following program; perl $HOME/bin/PostMasterMailbox.pl where $HOME is the location you have installed OTRS on your windows machine. Create this task to run every 10 minutes or less if you like. Kind regards, Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2010/1/25 Sebastien Bory s.b...@groupenci.com: Hi Florian I have the same problem, OTRS is install on a Windows Server 2003 , it use the Mail server about our FAI (send and receive mail work fine) but I don't see in the postmaster.pl file the line : # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl /dev/null To change this parameters could you help me Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail :s.b...@groupenci.com Web: www.groupenci.com Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Florian Houel Envoyé : vendredi 22 janvier 2010 10:59 À : User questions and discussions about OTRS. Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Hi, I’m new on the list, we’re working on using OTRS to manage our customer’s questions and requests. I understand that Philippe doesn't use fetchmail as these lines are commented out. According to your crontab, OTRS mails are coming from these lines : # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl /dev/null So, mails are received every 10 minutes. You can change that to something like 5 or 3 minutes. You told about more than 15 minutes delay, part of the delay may come from the Exchange/Outlook side. Hope this helps, Florian. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Ralf Hildebrandt Envoyé : vendredi 22 janvier 2010 10:35 À : otrs@otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? * Martignier, Philippe philippe.martign...@wipo.int: Hi there, I want to speed up the frequence of refresh (= an email arrives in Outlook and then OTRS looks in the mail box if there is a mail it deletes that email and create a ticket inside OTRS) Well, don't use fetchmail, but feed OTRS directly via SMTP. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http
Re: [otrs] running checkmodules command
Try; perl otrs.checkModules Which will explicitly call the perl interpreter. Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2010/1/6 dnk d.k.emailli...@gmail.com Hey, case sensitive? It is checkModules. D On 2010-01-06, at 8:16 AM, Michael Mitchell wrote: When I am trying to check to see if I have correct modules installed I run the command otrs.checkmodules in otrs\otrs\bin but when I hit enter a word document file opens up what am I doing wrong? *Michael D Mitchell* *Sixth Avenue** Electronics* *Help Desk / Tech* *973-924-8669 Office* - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] what command do I type for perl modules
Try the following; perl otrs.checkmodules.pl It might not work as you're running on a windows system but you should be ok. Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/12/18 Michael Mitchell mmitch...@6ave.com: I need to check to see if I have the correct perl modules loaded I’m trying to execute the script otrs.checkmodules from the command line now I go into this directory c:\program files\otrs\otrs\bin what command do I type after this to see if the correct modules are loaded I’m doing this off of our helpdesk server which is a windows server 2003 environment . Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] (no subject)
Is this running on a Linux server? If it is it would be good to see if there is anything in the system messages log at the same time (this is in /var/log/messages if you're not familliar). If it is a windows server check the event viewer for other errors. Is the server only being used to host OTRS or are you using it for other services too? Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/12/17 Ilya Kornev feldpo...@mail.ru: Hello. I noticed that Apache sometimes causes errors on the OTRS server (there appears a Windows standard message 'Application has crashed'), however, the Apache service keeps running and OTRS keeps working without any visible problems. In the Apache error log I found these lines created just about the time when the error appears: [Thu Dec 17 16:42:18 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu Dec 17 16:42:18 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu Dec 17 16:42:18 2009] [notice] Parent: Created child process 3148 [Thu Dec 17 16:42:33 2009] [notice] Child 3148: Child process is running [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Acquired the start mutex. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting 64 worker threads. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting thread to listen on port 8080. [Thu Dec 17 16:42:51 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Can somebody explain what is happening to Apache and how it could be fixed? Cheers, Ilya - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS and Agent LDAP login
I think it might simply be that you need to remove the comma before
the closing bracket.
I expect that because of the comma it is passing the data through as
an array and doesn't like it.
I hope that helps,
Rory Clerkin
--
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/12/11 Dave Lageweg d...@lageweg.eu:
Some more info (sorry it was line 279)
Here the code from LDAP.pm and line 279 in bold.
- -
if ($UserSyncInitialGroups) {
my %Groups = $Self-{GroupObject}-GroupList();
for ( @{$UserSyncInitialGroups} ) {
my $GroupID = '';
for my $GID ( keys %Groups ) {
if ( $Groups{$GID} eq $_ ) {
$GroupID = $GID;
}
}
next if !$GroupID;
$Self-{GroupObject}-GroupMemberAdd(
GID = $GroupID,
UID = $UserID,
Permission = { rw = 1, },
UserID = 1,
);
}
- -
Best,.
Dave
On 11 dec 2009, at 11:25, Dave Lageweg wrote:
Hi All,
I have setup LDAP for Agent login almost successfully.
Login is working but when i use this code in my config.pm to add the user
standard to the group users.
- -
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = {
'users',
};
- -
I receive the following error when a user tries to login for the first
time..
- -
Software Error:
Not an ARRAY reference at /opt/otrs//Kernel/System/Auth/Sync/LDAP.pm line 27
- -
IUser is created but not added to the group.
I'm using OTRS 2.4.5. does anyone have any idea what this could be?
Thanks!
Best,
Dave
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Re: [otrs] OTRS and Agent LDAP login
Sorry, I should say that I'm talking about the comfig.pm parameter;
'users',
should be just;
'users'
All the best,
Rory
--
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/12/11 Rory rcler...@gmail.com:
I think it might simply be that you need to remove the comma before
the closing bracket.
I expect that because of the comma it is passing the data through as
an array and doesn't like it.
I hope that helps,
Rory Clerkin
--
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/12/11 Dave Lageweg d...@lageweg.eu:
Some more info (sorry it was line 279)
Here the code from LDAP.pm and line 279 in bold.
- -
if ($UserSyncInitialGroups) {
my %Groups = $Self-{GroupObject}-GroupList();
for ( @{$UserSyncInitialGroups} ) {
my $GroupID = '';
for my $GID ( keys %Groups ) {
if ( $Groups{$GID} eq $_ ) {
$GroupID = $GID;
}
}
next if !$GroupID;
$Self-{GroupObject}-GroupMemberAdd(
GID = $GroupID,
UID = $UserID,
Permission = { rw = 1, },
UserID = 1,
);
}
- -
Best,.
Dave
On 11 dec 2009, at 11:25, Dave Lageweg wrote:
Hi All,
I have setup LDAP for Agent login almost successfully.
Login is working but when i use this code in my config.pm to add the user
standard to the group users.
- -
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = {
'users',
};
- -
I receive the following error when a user tries to login for the first
time..
- -
Software Error:
Not an ARRAY reference at /opt/otrs//Kernel/System/Auth/Sync/LDAP.pm line 27
- -
IUser is created but not added to the group.
I'm using OTRS 2.4.5. does anyone have any idea what this could be?
Thanks!
Best,
Dave
-
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Re: [otrs] LDAP Sync Does NOT work! v2.4
It looks like your details from the ldap tree are not being copied to
your OTRS DB.
Here's my config for LDAP on 2.4 which successfully authenticates
users from Active Directory to OTRS
# LDAP Authentication Options
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'host.example.com';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=example, dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
# This is the user that is used to run LDAP queries as.
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS
Administrator,CN=Users,DC=example,DC=com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'PassW0rd';
# LDAP Auth DB sync options. This copys the data from LDAP to the OTRS DB
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'ldap://host.example.com/';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=example, dc=com';
$Self-{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS
Administrator,CN=Users,DC=example,DC=com';
$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'PassW0rd';
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
Try that on your system and see if it works for you.
Rory
--
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/10/28 Josh Higgins josh.higg...@recondotech.com:
Agent LDAP Sync doesn't appear to work at all in OTRS 2.4! This worked
great in 2.3, but appears completely broken in 2.4, even when following
the *exact* sample config shown in the admin book, or using a known-good
configuration that worked in 2.3.
After upgrading to 2.4, new users are not able to log. They get the
error:
Panic, user authenticated but no user data can be found in OTRS DB!!
Perhaps the user is invalid.
I've seen others post on the list with similar errors, and none of those
problems were resolved to my knowledge.
Users: Do NOT upgrade to OTRS 2.4 if you use LDAP sync for agents,
because it will not work no one will help you!
OTRS STAFF -- IF THIS IS BROKEN PLEASE LET US KNOW!! Or give us some
info to help troubleshoot or debug the problem.
Does anyone know if the old LDAP module from 2.3 can be used with 2.4?
Thanks,
Josh Higgins
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Re: [otrs] Install issues...
What does the apache log say? Its probably in the /var/log/ directory. Have you configured apache to be able to use perl files? (I think you need the mod_perl module set up http://perl.apache.org/docs/2.0/user/index.html ) Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/10/9 john espiro john_esp...@yahoo.com: Hello all... I have been hoping I wouldnt have to post here, but alas, after a wek, I feel I must. I am stuck... Here's my situation: - CentOS 4 - Apache/2.0.52 - Perl: v5.8.8 - Installed OTRS: otrs-2.4.4-01.noarch.rpm - Created the OTS user, and the database manually following the directions in the Database readme. I verified that all of my perl mods are installed (even the optional ones). I ran the set perms script. When I go to my web server's installer.pl, I get the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, r...@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. When I go to /otrs/index.pl, I get the same thing. What can I do to start troubleshooting this? Thanks, John - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4.3 installation in existing MYSQL and APACHI
Yes you can do this but first you need to let us know is it a windows or linux based system? Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/10/5 Pradeep Kumar kolathaya...@gmail.com: HI, I have mysql and apachi installed in my system. Now I want to install OTRS 2.4.3 in existing mysql and apachi. How I can do this? Can I get any step by step guide. Regds Pradeep - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS 2.4.3 installation in existing MYSQL and APACHI
Firstly you need to install a Perl interpreter on your server and configure apache to use it. You can get Perl for windows at either of these links; http://www.activestate.com/activeperl/ http://strawberryperl.com/ Personally I've used activeperl and I found the Perl Package Manager (ppm), that is part of it, very easy to use. I havn't used the Strawberry perl version so I don't know how that is to work with. Here's a couple of guides for configure Perl with Apache on a Windows system; http://www.ricocheting.com/server/cgi.html http://www.thesitewizard.com/archive/addcgitoapache.shtml I find it useful to have the bin directory of the Perl install in the PATH. Once you have Perl configured to work with Apache your work is almost complete. Download the latest OTRS version in .tar.gz format. Extract this to a directory where you want apache to serve the website from and configure the directory in the apache conf file. Have a look at this documentation page, it's for a linux system but the steps are almost the same. You mostly just need to use windows file paths. http://doc.otrs.org/2.4/en/html/x531.html Let us know how you get on and ask any questions you need. All the best, Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/10/5 Pradeep Kumar kolathaya...@gmail.com: Hi, Windows 2003 server Regds Pradeep On Mon, Oct 5, 2009 at 3:47 PM, Rory rcler...@gmail.com wrote: Yes you can do this but first you need to let us know is it a windows or linux based system? Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/10/5 Pradeep Kumar kolathaya...@gmail.com: HI, I have mysql and apachi installed in my system. Now I want to install OTRS 2.4.3 in existing mysql and apachi. How I can do this? Can I get any step by step guide. Regds Pradeep - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] E-mail problem
You will find the details you need in the documentation; http://doc.otrs.org/2.4/en/html/ Start with section 4 and try things out as you go. If you don't understand what the documentation is telling you we'll try to clear things up for you. Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/10/5 benjamin anamoah choronfle...@yahoo.com Hi, I want to know how i can add more users to the otrs system. I am now using the default settings and only one user can be added and the e-mail is popping up as an error. How can i add more users. Secondly, how can different e-mail be set for different customer-users and customer-groups Please i need some more explanation. Benjy - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Troubles setting up OTRS agent group and queues to work the way I want it to...
Unfortunately I've never used the customer interface to any great degree so I'm not sure of how it hangs together from the customer interface point of view. I imagine its pretty similar but I can't say any more than that. A useful exercise is to bash out a visio diagram of what you currently have and what you want, in terms of Queue's, Groups, Roles and Users. I found it best to do a Roles to Groups relationship and a Roles to Users relationship seperately. I'm sure you could add a diagram from the customer interface point of view. I found this very helpful when I was redesigning, made it easier for me to keep track of what I had to do and it was good documentation for management and future reference/training. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Isaac Weissenberger iweissenber...@acecomgroup.com: Thank you for your help Rory, I haven't had a chance as of yet to try this setup but it looks good. The only thing I am confused about is where the customer users group fits into this scenario? That was a problem I was having, if I assigned a queue to a different group other that the ACE Employees default user group, no one could see the queues in the customer interface. What do I do about that? Thank you! -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rory Sent: Friday, September 18, 2009 12:32 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Troubles setting up OTRS agent group and queues to work the way I want it to... Hi Isaac, I've worked with a similar setup before and this is what I did (Ascii art version :); For Queues I used the following model, (Permissions in brackets) Role 1 |__Group 1 (rw) |...|__Queue 1 |...|__Queue 2 |__Group 2 (rw) |_Queue 3 Role 2 |__Group 1 (r) |...|__Queue 1 |...|__Queue 2 |__Group 3 (rw) |__Queue 4 |__Queue 5 For Users I used the following model Role 1 |__User 1 |__User 2 |__User 3 Role 2 |__User 2 |__User 4 |__User 5 |__User 6 So to explain that lovely diagram; The Roles I mention in both the Queue and the User model are the same entity i.e. User 1 and Group 1 are assigned to the same Role. Any User in Role 1 has access to any Group in Role 1 and hence any Queue in Role 1 (depending on the rights you give Role 1 over the Group) You cannot apply a Role to a Queue so you must apply it to a Group. You must apply a Group to a Queue. In this way you apply a Role to a Queue. You can apply more than one Role to a Group which means you can have one Role with Full access and another Role with read only access. Using my example above, Users 1 and 3 have Read/Write access to Queues 1, 2 and 3. Users 4, 5 and 6 have Read access to Queues 1 and 2 but have also Read/Write access to Queues 4 and 5. User 2 has Read/Write access to all Queues. When you apply a Role to a User there is only 1 box to tick. When you remove the User from the Role, only one box to un-tick. I found this model the easiest to administrate for and it also allowed me to create a Role under special circumstances when needed that gave access to only the Queues I wanted it to. You should group your Queues by department as this is usually the clearest breakdown i.e. If a person can see one IS Queue its usually ok for them to see all IS Queues. Administrating Roles can get a bit messy if you don't name them clearly. It can be difficult to tell whats a Group and what's a Role. To get over this I prefix all Roles with r_ Some example of roles would be; r_finance r_IT r_IS r_managers r_reports I also do the same with groups; g_finance g_IT This way everything stays clear and organised making it less like you'll make a mistake that could take hours to correct. I hope that's the kind of thing you're looking for. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Isaac Weissenberger iweissenber...@acecomgroup.com: Hey everyone, I setup OTRS in our environment about a year and a half ago and have been administrating it since. It worked real good for what we have been using it for. Which we only had 1 group of agents and then a group the all the Employees to be automatically added to. However now there is another department that wants to be added to OTRS as agents with their own separate queues. This is how I want it to be setup, can you please help me with this? As follows: ACE Employees is the group for all customers. I have 2 separate roles and queues for the 2 different departments IS and IT. We have 3 IT queues and 7 IS queues that want customers to be able to see all 10 queues. I want only IT agent users to see the tickets in the IT queues, and only the IS agent users to be able to see the tickets in IS queues. I want agents to be able to move tickets to the other groups queues
Re: [otrs] otrs-fetching mails from mail server
Glad I could help. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Hi Lev, I'd agree with Nathan that the windows implementation on IIS6 isn't difficult, (and not easy either!) but at the same time you're close to completing the OTRS/MYSQL/Apache configuration. The only real trouble you're having is switchin gto the older version. Again, the reasoning behind the suggestions I made before was; 1. You'd have a similar test system compared to your live system. The only difference being OS 2. You'd have a platform from which you can test upgrade procedures 3. You'd have a platform you can backup your database to where you will not have to modify the database backup. If you were to implement on IIS6 you would lose the first 2 points above. Nathan's suggestion is a good one and if it suits your needs then it an option for you. It would require a rethink of how to go about it but don't let that put you off. Getting back to the problem at hand. I think it would be worth a try to download the 2.2.5 tar.gz file from the ftp server and extract that to your OTRS directory (the tar files don't contain the apache, perl, cron or mysql installers. Its just the OTRS application). Once that's in place try to bring up your apache web server. If it works then copy over your config.pm file and see if you can start the webserver again. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Nathan Campbell n.campb...@dalsym.com: It might be better to say that OTRS setup on Windows with MSSQL / IIS isn’t difficult – “easy” would be too generous. There are some extra steps that you must perform to get it up and running but it isn’t too bad. However, seeing what it is that you want to do, what about this configuration: Windows XP OTRS | MySQL IIS6 The reasons I would opt for MySQL in this case: cost, easier integration as a backup solution, consistency with live environment. If you went with MSSQL on the Windows box, then you would have to deal with restoring MySQL database into MSSQL and who needs that hassle? Once you have your Windows OTRS working, your failure-over process should be a snap. Granted, I am not a MySQL person; but I would expect that your process could be to take automatic backups of your live database and save them to a file share or some other location not on the live server. Could take the backup every 15 minutes, hour, whatever is best for your needs. If a failure occurs, simply take the backup and restore it to the Windows MySQL instance and you’ll be all set. It’s all about the database – once it’s all setup, you shouldn’t have to deal with modifying anything on the web server side when restoring a backup. Nathan Campbell Dallas Symphony Orchestra From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev Davidovich Sent: Friday, September 18, 2009 3:27 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Thank you Nathan - I appreciate your input - sometimes a late intervention can be the most decisive one! ;-) You have raised an issue that I must admit I had not considered until now.. Thinking about it, the only possible reason would be because our live version runs on Apache (on a Linux platform). However, all we really want to do is have a backup of our tickets on the Windows (or, as I have now realised, a Mac OS) machine and if that can be achieved with IIS rather than Apache I would certainly look into it. In your opinion, how easy would it be to set up OTRS on a Windows machine which would then be able to import the database dumped from our live version 2..2.5 running on Apache/Linux? Many thanks again From: Nathan Campbell n.campb...@dalsym.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Thursday, 17 September, 2009 22:31:27 Subject: Re: [otrs] Install OTRS 2.2..5 on Windows XP machine I’m kind of coming into the conversation a bit late in the game, but if you are running on XP, is there any particular reason to be married to Apache? You could try IIS and see how that works. If you need some documentation to setup OTRS on Windows (I am run two instances of OTRS on W2K3 / MSSQL 2005 / IIS6) let me know. Nathan Campbell Dallas Symphony Orchestra From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev Davidovich Sent: Thursday, September 17, 2009 4:27 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Hi Michiel I have tried what you suggested but I am getting errors starting up Apache when I replace the files in the otrs/otrs directory with the 2.2.5 files of the same directory. As I explained in my most recent email I am unable to restart Apache 2.2 whenever I replace any of these directories: Kernel\System Kernel\Modules Kernel\ cpan-lib I thought it might be easier with if I downloaded
Re: [otrs] Troubles setting up OTRS agent group and queues to work the way I want it to...
Hi Isaac, I've worked with a similar setup before and this is what I did (Ascii art version :); For Queues I used the following model, (Permissions in brackets) Role 1 |__Group 1 (rw) |...|__Queue 1 |...|__Queue 2 |__Group 2 (rw) |_Queue 3 Role 2 |__Group 1 (r) |...|__Queue 1 |...|__Queue 2 |__Group 3 (rw) |__Queue 4 |__Queue 5 For Users I used the following model Role 1 |__User 1 |__User 2 |__User 3 Role 2 |__User 2 |__User 4 |__User 5 |__User 6 So to explain that lovely diagram; The Roles I mention in both the Queue and the User model are the same entity i.e. User 1 and Group 1 are assigned to the same Role. Any User in Role 1 has access to any Group in Role 1 and hence any Queue in Role 1 (depending on the rights you give Role 1 over the Group) You cannot apply a Role to a Queue so you must apply it to a Group. You must apply a Group to a Queue. In this way you apply a Role to a Queue. You can apply more than one Role to a Group which means you can have one Role with Full access and another Role with read only access. Using my example above, Users 1 and 3 have Read/Write access to Queues 1, 2 and 3. Users 4, 5 and 6 have Read access to Queues 1 and 2 but have also Read/Write access to Queues 4 and 5. User 2 has Read/Write access to all Queues. When you apply a Role to a User there is only 1 box to tick. When you remove the User from the Role, only one box to un-tick. I found this model the easiest to administrate for and it also allowed me to create a Role under special circumstances when needed that gave access to only the Queues I wanted it to. You should group your Queues by department as this is usually the clearest breakdown i.e. If a person can see one IS Queue its usually ok for them to see all IS Queues. Administrating Roles can get a bit messy if you don't name them clearly. It can be difficult to tell whats a Group and what's a Role. To get over this I prefix all Roles with r_ Some example of roles would be; r_finance r_IT r_IS r_managers r_reports I also do the same with groups; g_finance g_IT This way everything stays clear and organised making it less like you'll make a mistake that could take hours to correct. I hope that's the kind of thing you're looking for. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Isaac Weissenberger iweissenber...@acecomgroup.com: Hey everyone, I setup OTRS in our environment about a year and a half ago and have been administrating it since. It worked real good for what we have been using it for. Which we only had 1 group of agents and then a group the all the Employees to be automatically added to. However now there is another department that wants to be added to OTRS as agents with their own separate queues. This is how I want it to be setup, can you please help me with this? As follows: “ACE Employees” is the group for all customers. I have 2 separate roles and queues for the 2 different departments “IS” and “IT”. We have 3 “IT” queues and 7 “IS” queues that want customers to be able to see all 10 queues. I want only IT agent users to see the tickets in the IT queues, and only the IS agent users to be able to see the tickets in IS queues. I want agents to be able to move tickets to the other groups queues if they feel the ticket was submitted to the wrong place. I think that pretty much covers it. If someone could give me some insight on this I would be so appreciative! Thanks!! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenber...@acecomgroup.com www.acegroup.cc - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] fetchmail job error
The PostMasterMailbox.pl script contains the following code;
# create pid lock
if ( !$Opts{f} !$CommonObject{PIDObject}-PIDCreate( Name =
'PostMasterMailbox' ) ) {
print NOTICE: PostMasterMailbox.pl is already running (use '-f 1'
if you want to start it ;
print forced)!\n;
exit 1;
}
There may be a file that has the PID of the PostMasterMailbox process
in it which you will need to remove.
Unfortunatley I don't know where this might be. i would assume
somewhere in the OTRS directory structure. Look out for files like
PostMasterMailbox, pid and lock.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
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2009/9/17 Marco Vannini marco.vann...@gmail.com:
As posted in other thread for the same problem did you also read the log
file generated by adding -d 2 switch ?
On Thu, Sep 17, 2009 at 3:47 AM, hpsbigcat hpsbig...@gmail.com wrote:
Hi,
I did not found any record relatd to postmaster.
2009/9/16 Marco Vannini marco.vann...@gmail.com
did you tried to fetch record in process_id on your otrs's mysql box ? if
there is a record related to postmaster try to remove it
On Wed, Sep 16, 2009 at 8:57 AM, hpsbigcat hpsbig...@gmail.com wrote:
Hi Rory,
The host was running more than 3 weeks, but the problem is still
exist after reboot it. I just found PostMasterMailbox.pl -f 1 no other
processs. If any way would check this?
2009/9/15 Rory rcler...@gmail.com
It sounds like the process hung when it was running.
Check your running processes and see if it is there and how long it
has been running.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/15 hpsbigcat hpsbig...@gmail.com:
Hi All,
I‘m using OTRS 2.4.4 on Centos5.2. I'v setup PostMasterMailbox.pl
to
fetch mail every 1 minute and works fine before today. But now, the
system
did not fetch the mail until I run PostMasterMailbox.pl -f 1 to
force
recive them. And I found some logs as :
[Notice][Kernel::System::PID::PIDCreate] Can't create PID
PostMasterMailbox, because it's already running
(sample.company.com/21426)!
Have someone to help me
--
Hpstiger
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Re: [otrs] otrs-fetching mails from mail server
Hi Karthick, The documentation you are looking at is at http://doc.otrs.org/2.4/en/html/x531.html#cronjobs There are 2 directories for you to consider; 1) /opt/otrs/var/cron 2) /opt/otrs/bin/ In directory 1 there is a list of files ending in .dist. These files contain details for scheduling different functions of the otrs system. If you have configured your e-mail through the PostMaster Mail Account menu in the otrs web interface (not throught the config files) you will be interested in the postmaster_mailbox.dist file. This file will be used to add a crontab entry for the PostMasterMailbox.pl perl script which gets your mail and puts it into your database. You need to change the filename postmaster_mailbox.dist to postmaster_mailbox This will cause the the postmaster_mailbox settings to be included in your crontab later. Open the postmaster_mailbox file for editing. Look for the line; */10 * * * *$HOME/bin/PostMasterMailbox.pl /dev/null This is the standard syntax for a crontab entry. Change the 10 to a 1. This will tell the system you want to execute the script mentioned every 1 minute (instead of every 10). If you want to do something different then look up how to write a crontab entry for more instructions. Save and close the file. You have now prepared what you want to be added to crontab. The next step will over write your current crontab so it would be best to list the contents (crontab -l) and back them up. Change to your otrs user if you are not already that user (usually just otrs), su - otrs Once you are the otrs user change to directory 2, /opt/otrs/bin/ Now execute the command; ./Cron.sh start This will add the details from the file in directory 1 to your crontab. Check your crontab to make sure what you want to be there is actually there (crontab -l) If your entry for the PostMasterMailbox.pl is there then your job is scheduled and will run every minute. Test it by sending a mail to the otrs account you created. I hope that works for you, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/17 Karthick B bkarthic...@gmail.com: HI Rory Am working in RHEL 5.3 and otrs also installed on the same machine - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Install OTRS 2.2.5 on Windows XP mach ine - error message can’t open crontab.txt
Hi Lev,
I'm not quite sure exactly why you're having the issue. I guess its
because the config from the unix system is trying to use the crontab
(which is the unix way of scheduling tasks. The Cron service on your
windows system which OTRS installs is not quite the same thing).
I believe its the incoming mail service that uses the crontab
functionality, i.e. check the mail account for new mail every 2
minutes
Its probably also used by the generic agent too.
See if you can find where the crontab.txt file its looking for is. (I
don't use a cron service, I installed each component individually and
use the windows scheduler). It's probably under your program
files\OTRS program directory somewhere. Compare the config.pm's (and
maybe the default.pm's) from both the linux and windows machines
looking for entries relating to cron. See how they differ.
Try to make the linux config.pm fit the syntax of the windows config.pm.
I hope that helps,
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
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2009/9/16 Lev Davidovich l.davidov...@yahoo.co.uk:
Hi I am getting this message on the Windows command prompt when I try to
restart OTRS Services
“can’t open directory crontab.txt No such file or directory”
and Apache fails to start.
Below are the steps I have taken to reinstall version 2.2.5 from our live
Apache server to the latest Windows installation (2.4.4) on our Windows test
machine.
i) downloaded the latest version of the Windows
installer of OTRS 2.4.4 - DONE
ii) dropped the mysql database - DONE
iii) loaded dumped database from live server – DONE
iv) turned OTRS Services (Cron, Apache, MySQL) off - DONE
v) cleaned the /otrs/otrs directory of 2.4.4 - DONE
vi) replaced with 2.2.5 version of the same directory – DONE
vii) copied Config.pm from the live server to Windows box –
DONE.
viii) added the following line toConfig.pm:
$Self-{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';
ix) also, on Config.pm, changed paths “$Self-{Home} =
'/opt/otrs’” to “$Self-{Home} = 'C:/PROGRA~1/OTRS/OTRS';” and
“$Self-{'LogModule::LogFile'} = '/var/log/otrs.log';” to
“$Self-{'LogModule::LogFile'} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log';”
x) try to turn OTRS Services back on – Error message comes
up
If I then drop the 2.2.5 live database, reload the 2.4.4 database, turn OTRS
Services off, restore the original 2.4.4 otrs/otrs directory, there is then
no problem turning OTRS Services back on and logging in to 2.4.4.
Clearly there is something about the database import it doesn't like - any
ideas?
Thanks a million
Lev
P.S. I originally sent this request under the previous thread I was involved
with but it hasn't appeared so I have sent it again under a slightly
different thread title. My apologies therefore if this appears twice!!
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Re: [otrs] fetchmail job error
It sounds like the process hung when it was running. Check your running processes and see if it is there and how long it has been running. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/15 hpsbigcat hpsbig...@gmail.com: Hi All, I‘m using OTRS 2.4.4 on Centos5.2. I'v setup PostMasterMailbox.pl to fetch mail every 1 minute and works fine before today. But now, the system did not fetch the mail until I run PostMasterMailbox.pl -f 1 to force recive them. And I found some logs as : [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (sample.company.com/21426)! Have someone to help me -- Hpstiger - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Fw: perl migration script help
Great news! Glad I could help :) Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/14 Emily Flynn emily.fl...@zurichbank.com Many thanks for your help Rory... silly I should have thought of trying that. Got it working using command line anyways, thanks again! From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 18:59 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org -- MySQL thinks the DBUpdate-to-2.4.pl is an sql file and is trying to run it as such. Its not qsl rho so that's why you're getting the error in you SQL syntax response. You need to run the file from the command line. Try this, perl DBUpdate-to-2.4.pl You might need to use the full path to the perl.exe if its not in your path. Once that's run log back into your mysql and run the DBUpdate-to-2.4-post.mysql.sql the same as the first .sql script. Hopefully that will get the DB updated for you. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Hiya, Thanks a million for your reply.. I'm still having a problem and I suspect it is to do with something else. Here is what I input into MySQL Query Browser, logged in as root to otrs: use otrs; source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl; and this is what I get no matter what I type in.. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl' at line 1 I have tried a couple of variations on the code but still no luck :( Emily From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 14:45 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org Hi, Yes, $HOME_OTRS should be the full path to the OTRS directory. On my windows machine this is C:\Program Files\OTRS\OTRS You could either use quotation marks around the entire path e.g. source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql; The perl script should run just fine as you have to have a perl interpreter to run otrs in the first place. I'm not sure if it will work on Windows tho as I think the upgrade scripts were written for Linux based machines. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
I think you can be pretty confident that the dump worked. 93 tables is
pretty promising.
You could run a select query on the first 50 tickets in both the live
and test databases and see that the output is the same.
SELECT tn,title FROM ticket LIMIT 50;
That should be enough to confirm that you have the right list of
tickets loaded. You can always leave out the limit or increase it if
you want more. In fact if you leave out the limit it will tell you the
number of rows output at the end. You could do that on both to make
sure you have the same number of tickets.
To clear out the files of otrs application firstly make sure your web
server is stopped then simply remove everything from the base otrs
directory. For me this is F:\wwwroot\otrs-2.4.1\ on my windows server.
The sub directories are bin, doc, Kernel, scripts, var. Delete or move
everything from there.
Now you can copy the same directory from the live server and drop it in here.
Remember, as Michiel said,
Copy Config.pm from the server to your Windows box
but make sure you add the following line to it:
$Self-{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';
Once you've done that start up your webserver and try to connect. With
any luck you'll be able to log in straight away with the same username
you use on the live server.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/10 Lev Davidovich l.davidov...@yahoo.co.uk:
Hi Rory the MySQL Dump version is 10.9 and the Create Database line was not
there in the dump file.
I created the database named otrs and then imported the dump. I think it has
worked because when I did a
'show tables from otrs'
query from the command prompt on my test machine 93 tables were displayed.
How do I test to make sure that the import has worked?
How do I now go about cleaning the otrs/otrs directory before unzipping the
2.2 version there as per Michael's instructions?
Thannks a lot
Best
Lev
From: Rory rcler...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Thursday, 10 September, 2009 15:24:33
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Have a look at the otsr.sql file in notepad (or a better text editor
if you have one).
I just did a dump from my own otrs DB and this is the start of the file;
##
-- MySQL dump 10.13 Distrib 5.1.35, for Win32 (ia32)
--
-- Host: localhost Database: otrs
-- --
-- Server version 5.1.35-community-log
/*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */;
/*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */;
/*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */;
/*!40101 SET NAMES utf8 */;
/*!40103 SET @OLD_TIME_ZONE=@@TIME_ZONE */;
/*!40103 SET TIME_ZONE='+00:00' */;
/*!40014 SET @OLD_UNIQUE_CHECKS=@@UNIQUE_CHECKS, UNIQUE_CHECKS=0 */;
/*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS,
FOREIGN_KEY_CHECKS=0 */;
/*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */;
/*!40111 SET @OLD_SQL_NOTES=@@SQL_NOTES, SQL_NOTES=0 */;
--
-- Current Database: `otrs`
--
CREATE DATABASE /*!32312 IF NOT EXISTS*/ `otrs` /*!40100 DEFAULT
CHARACTER SET utf8 */;
USE `otrs`;
--
-- Table structure for table `article`
--
Firstly my version of mysqldump is 10.13 so if you're using an earlier
version it might do things a little differently.
Secondly there's the line to CREATE DATABASE `otrs` if it doesn't
exist. Is this line in your dump?
If its there it should create the database but maybe its acting up. If
its not there then you'll have to create the database and then tell
mysql to use it when you are importing the database i.e.
mysql -D otrs -u root -p C:\otrsdump\otrs.sql
Note: The option to specify the database is -D for the mysql command
but it is -B for mysqldump. I keep getting those confused.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/10 Lev Davidovich l.davidov...@yahoo.co.uk:
Thank you so much Rory.
The deletion of the 2.4.4 database and the dump of the live database went
pretty smoothly.
But I have got stuck trying to import the dump (which is called
otrs.sql).
I have gone to the bin directory of the mysql install and typed
mysql -u root -p C:\otrsdump\otrs.sql
was asked for and typed my password and got message Error - no database
selected.
So then I typed
mysql -u root -p otrs C:\otrsdump\otrs.sql
was asked for and typed my password and got message Error - unknown
database 'otrs' .
Do I need to create a database called otrs first and then import the dump
into it?
Thanks a lot
Lev
From: Rory rcler...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Wednesday, 9
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
1) Yes, its the apache service that you need to stop. You minght also
want to stop the Cron Service as that could also be accessing files
and prevent you from deleting them.
Have a look at the system log in your event viewer to see what the
error is when you try to stop the apache service. If you can't stop
the service its not a big deal, it just one less thing to consider if
something doesn't work.
The commands for stopping and starting services from the command line are;
net stop service_name
net start service_name
You can get the service name from looking at the properties of the
service. Its the very first line that you can't edit in the
properties. You might find the runas command useful too, the syntax
is;
runas /user:domain\username command
It will then ask you for your password and the command will run as the
user you specified.
2) It doesn't really make much difference whether you copy from the
live or if you extract the fresh download. The only reason I'd suggest
a copy from live is that you have an exact copy of your live system.
But if you havn't made any changes other than the config.pm then it
doesn't matter.
3) I'm not sure why you were haveing the problem deleting files from
your home machine. Maybe it was because the apache, mysql and cron
services were running. If you have this trouble again I can tell you
how to change the directory that apache server looks in for your files
so that you can copy/extract the files to a different directory and
still have everything work.
It does sound like your IT department has set you up with permissions
that are almost but not quite administrator.
Try to add a user to the machine yourself and add put them into the
administrator group. That way you're sure to have local administrator
rights. If you can't do that then you don't have full admin rights.
Take it easy,
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Lev Davidovich l.davidov...@yahoo.co.uk:
Thanks a lot Rory - thanks to you and the others the finishing line seems to
be in sight!
Just a couple of things to clarify:
1) Is it the Apache server I am supposed to stop in Services of
Administrative Tools of Control Panel? I tired to stop it but am given a
message that I have no access although our IT department was supposed to
have given me full admin rights on this machine. Is there a way of doing
this through the command line using my admin password? In any case I have
asked IT to reexamine my admin rights so they are in the process of doing
so.
2) My base otrs directory seems to be C:\Program Files\OTRS\OTRS which
contains all the subdirectories you mention. When you say
Now you can copy the same directory from the live server and drop it in
here.
Is this better than doing what Michael said which was to download the 2.2.5
version from the download servers and unzip it in that directory - or is it
virtually the same thing?
3) As a trial run I tried to delete the directories from the copy of OTRS in
my laptop at home (Windows) but got messages that I could not delete certain
files like cron.pm - is this likely to happen now and or is that also a
matter of permissions which should hopefully be sorted out by our IT
department? And if I do get such messages should I carry on regardless with
copying everything else over or should I stop and restore the original
version?
Thanks so much! :-)
From: Rory rcler...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Friday, 11 September, 2009 9:23:32
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
I think you can be pretty confident that the dump worked. 93 tables is
pretty promising.
You could run a select query on the first 50 tickets in both the live
and test databases and see that the output is the same.
SELECT tn,title FROM ticket LIMIT 50;
That should be enough to confirm that you have the right list of
tickets loaded. You can always leave out the limit or increase it if
you want more. In fact if you leave out the limit it will tell you the
number of rows output at the end. You could do that on both to make
sure you have the same number of tickets.
To clear out the files of otrs application firstly make sure your web
server is stopped then simply remove everything from the base otrs
directory. For me this is F:\wwwroot\otrs-2.4.1\ on my windows server.
The sub directories are bin, doc, Kernel, scripts, var. Delete or move
everything from there.
Now you can copy the same directory from the live server and drop it in
here.
Remember, as Michiel said,
Copy Config.pm from the server to your Windows box
but make sure you add the following line to it:
$Self-{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';
Once you've done that start up your webserver and try to connect. With
any luck you'll be able to log in straight away with the same username
you use
Re: [otrs] Fw: perl migration script help
Hi, Yes, $HOME_OTRS should be the full path to the OTRS directory. On my windows machine this is C:\Program Files\OTRS\OTRS You could either use quotation marks around the entire path e.g. source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql; The perl script should run just fine as you have to have a perl interpreter to run otrs in the first place. I'm not sure if it will work on Windows tho as I think the upgrade scripts were written for Linux based machines. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn emily.fl...@zurichbank.com To: otrs@otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-boun...@otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQSubaction=PrintCategoryID=5ItemID=351 I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script (DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance Emily- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
If you look into the bin directory under your otrs directory you will find the file otrs.setPassword. Its a perl file so you need to run it through a perl interpreter i.e. Strawberry Perl that was installed by the OTRS installer. Go to the otrs bin directory and try this from the command line; c:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe otrs.setPassword r...@localhost password That should do it. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Ralf Hildebrandt ralf.hildebra...@charite.de: * Lev Davidovich l.davidov...@yahoo.co.uk: thank you - please tell me what the code is for changing the password for r...@localhost. Use otrs/bin/otrs.setPassword to change the password for r...@localhost like Michiel said. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Hi Lev,
If you havn't updated the the config.pm to the windows path then do. I
remember having to make the same change when I was setting up the
server here.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Lev Davidovich l.davidov...@yahoo.co.uk:
I imported the Defaults.pm file from my Unix system.
It contains definitions of paths as follows
Line 745
$Self-{'Home'} = '/opt/otrs';
Should I change this to a Windows path. Would that be
C:\Program Files\OTRS\OTRS\
??
From: Ralf Hildebrandt ralf.hildebra...@charite.de
To: otrs@otrs.org
Sent: Friday, 11 September, 2009 16:34:56
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
* Lev Davidovich l.davidov...@yahoo.co.uk:
Thanks I tried that and message I get on the command line is
ERROR: /opt/otrs/RELEASE does not exist! This file is needed by central
system parts of OTRS. the system will not work without this file.
Died at C:\Program Files\Kernel\Config\Defaults.pm line 2143
Why is the file missing?
I wonder why it would try Unix Paths on a Windows system...
--
Ralf Hildebrandt
Geschäftsbereich IT | Abteilung Netzwerk
Charité - Universitätsmedizin Berlin
Campus Benjamin Franklin
Hindenburgdamm 30 | D-12203 Berlin
Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
ralf.hildebra...@charite.de | http://www.charite.de
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Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Actually, it might be in the config.pm. Somebody else may correct me
but the setting should be in the config.pm file as the config.pm
values overwrite the default.pm values.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Rory rcler...@gmail.com:
Hi Lev,
If you havn't updated the the config.pm to the windows path then do. I
remember having to make the same change when I was setting up the
server here.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Lev Davidovich l.davidov...@yahoo.co.uk:
I imported the Defaults.pm file from my Unix system.
It contains definitions of paths as follows
Line 745
$Self-{'Home'} = '/opt/otrs';
Should I change this to a Windows path. Would that be
C:\Program Files\OTRS\OTRS\
??
From: Ralf Hildebrandt ralf.hildebra...@charite.de
To: otrs@otrs.org
Sent: Friday, 11 September, 2009 16:34:56
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
* Lev Davidovich l.davidov...@yahoo.co.uk:
Thanks I tried that and message I get on the command line is
ERROR: /opt/otrs/RELEASE does not exist! This file is needed by central
system parts of OTRS. the system will not work without this file.
Died at C:\Program Files\Kernel\Config\Defaults.pm line 2143
Why is the file missing?
I wonder why it would try Unix Paths on a Windows system...
--
Ralf Hildebrandt
Geschäftsbereich IT | Abteilung Netzwerk
Charité - Universitätsmedizin Berlin
Campus Benjamin Franklin
Hindenburgdamm 30 | D-12203 Berlin
Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
ralf.hildebra...@charite.de | http://www.charite.de
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Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Have a look at the otsr.sql file in notepad (or a better text editor if you have one). I just did a dump from my own otrs DB and this is the start of the file; ## -- MySQL dump 10.13 Distrib 5.1.35, for Win32 (ia32) -- -- Host: localhostDatabase: otrs -- -- -- Server version 5.1.35-community-log /*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */; /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */; /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */; /*!40101 SET NAMES utf8 */; /*!40103 SET @OLD_TIME_ZONE=@@TIME_ZONE */; /*!40103 SET TIME_ZONE='+00:00' */; /*!40014 SET @OLD_UNIQUE_CHECKS=@@UNIQUE_CHECKS, UNIQUE_CHECKS=0 */; /*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS, FOREIGN_KEY_CHECKS=0 */; /*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */; /*!40111 SET @OLD_SQL_NOTES=@@SQL_NOTES, SQL_NOTES=0 */; -- -- Current Database: `otrs` -- CREATE DATABASE /*!32312 IF NOT EXISTS*/ `otrs` /*!40100 DEFAULT CHARACTER SET utf8 */; USE `otrs`; -- -- Table structure for table `article` -- Firstly my version of mysqldump is 10.13 so if you're using an earlier version it might do things a little differently. Secondly there's the line to CREATE DATABASE `otrs` if it doesn't exist. Is this line in your dump? If its there it should create the database but maybe its acting up. If its not there then you'll have to create the database and then tell mysql to use it when you are importing the database i.e. mysql -D otrs -u root -p C:\otrsdump\otrs.sql Note: The option to specify the database is -D for the mysql command but it is -B for mysqldump. I keep getting those confused. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/10 Lev Davidovich l.davidov...@yahoo.co.uk: Thank you so much Rory. The deletion of the 2.4.4 database and the dump of the live database went pretty smoothly. But I have got stuck trying to import the dump (which is called otrs.sql). I have gone to the bin directory of the mysql install and typed mysql -u root -p C:\otrsdump\otrs.sql was asked for and typed my password and got message Error - no database selected. So then I typed mysql -u root -p otrs C:\otrsdump\otrs.sql was asked for and typed my password and got message Error - unknown database 'otrs' . Do I need to create a database called otrs first and then import the dump into it? Thanks a lot Lev From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Wednesday, 9 September, 2009 15:48:30 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine If I remember correctly, you access mysql from the command line i.e. mysql -u root -p Once you've done that type, show databases; This will give you a list of databases in your database server. Pick the otrs one (I think its just called otrs) Type in, drop database otrs; This will delete your otrs database. Once that is done go to your live server. At the command line type (again check the database name first), mysqldump -B otrs -u root -p otrsdump.sql This will dump your otrs database to the file otrsdump.sql. The nice think about the dump file is that it is full of sql commands to recreate your database. So you simply need to run it through mysql on your test server to recreate your database. So copy the otrsdump.sql file to your test server. Now at the command line of your test server type, mysql -u root -p otrsdump.sql The -p option to the mysql and mysqldump commands means you're using a password. If the -p is followed by a space it will ask you for the password on the next line so you can't see it written on the command line for security. The mysql and mysqldump commands may not be in your path. In that case change to the bin directory of the mysql install and run the command from there using the absolute path for the output/input file. Let us know how you get on with that. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/9 Lev Davidovich l.davidov...@yahoo.co.uk: What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there. Please explain to me in more detail how to drop the mysql database, and load your backup database from live. Is this something I do after the installation, or during it? Thank you From: Michiel Beijen m...@otrs.org To: User questions and discussions about OTRS. otrs@otrs.org Sent: Wednesday, 9 September, 2009 11:12:31 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Lev, Yes, there are no longer
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Hi Lev, I manually installed OTRS on Windows Server 2003 about a month or maybe 2 ago. It was tricky (Mainly because I used IIS and not apache) but it works. So I'd recommend that you try the manual install first to get the same version running on your test machine. Ask whatever questions you need and you should be able to get the answers here. Afshar's guide may not be much help to you as he uses Vista, IIS 7 and MS SQL. I would advise you read it tho as it might help you think of questions you need answered. First off, install Mysql on the test machine. Try to get the same version as the live server. Second install active state perl (there's also a program called Strawberry Perl which might work) I think I used active state perl. Third install Apache, again, same version as your live server. You'll need apache to recognise the perl interpreter so look up how to add a perl module to your apache config. This will probably be on both the activestate website and the apache website. Thirdly extract the otrs-2.2.5.tar.gz into the htdocs folder of your apache folder. Try navigating to the setup file, I think its the /bin/cgi-bin/index.pl file I had to add a bunch of extra stuff for Perl from CPAN to get it running so don't be worried when it doesn't run properly at first. (when you've installed activestate perl and the install directory is in your path just type ppm at the command line) . . . Just reading Michiel mail. His approach may be better by using the installer and then changing the DB and OTRS distributed files. You will have different versions of apache and mysql is the only difference. Let us know how you get on. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/9 Lev Davidovich l.davidov...@yahoo.co.uk: Thanks Michael. I am inclined to go down the VMWare route that both you and Rory and others suggest but I am not having much luck convincing the decision makers here! The consensus seems to be that it is OK as a long term project but that in the short term what we need is a quick database dump followed by import into a copy of OTRS running on Windows. Just to be clear about what you are saying - are you saying it is no longer possible to download versions of OTRS earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC installers that it is no longer possible to download? Where can I find an automatic installer for version 2.3 x? I could still download version 2.2.5 from ftp://ftp.otrs.org/pub/otrs/ and install it manually (using the instructions that Afshar Mohebbi has posted ) - is that correct? Thank you From: Michiel Beijen m...@otrs.org To: User questions and discussions about OTRS. otrs@otrs.org Sent: Wednesday, 9 September, 2009 10:36:46 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Hi Lev, Due to licensing issues there are no longer old Windows installers earlier than 2.3.x available for download. Afshar Mohebbi has posted instructions for setting up OTRS on Windows; http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.html (but this is with Microsoft SQL Server, you should just install MySQL instead) I guess it would be good to also have instructions for manual installation on Windows... Depending on your situation you could also install VMWare on your XP workstation with linux, just as on your server. Then you would have a real test environment; which you can also use to test out upgrades or so. VMWare Server is available at no charge. VMWare workstation costs a little more but has lots of good features. Myself, I use VMWare server ;-) Regards, Michiel. On Wed, Sep 9, 2009 at 11:18 AM, Lev Davidovichl.davidov...@yahoo.co.uk wrote: Hi I want to install OTRS 2.2.5 on a Windows XP test machine as that is the version we have on the live server. The automatic installer on the following page http://www.otrs.org/download/ is only for the latest version. Is there an automatic installer I can find for installing 2.2 on Windows? Rory was kind enough to point out the following page with downloads of earlier versions ftp://ftp.otrs.org/pub/otrs/ but downloading 2.2.5 from here would require a manual install on Windows. I can't seem to find instructions to manually install version 2.2 on Windows. I have, however, found instructions to manually install version 1.3 on Windows on the following page. http://doc.otrs.org/1.3/en/html/install-win32.html Is there a page with similar instructions for version 2.2 or will the instructions for 1.3 be able to do the job for me? Thanks for your help Lev - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW
Re: [otrs] OTRS Training.
Nice. I wish I'd had that to hand when I was doing my initial setup on windows. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/9 Shawn Beasley sh...@otrs.org: Dear List (in case not known), In order to help answer some of the daily questions that are found in the lists. I have taken it upon myself to do some demonstrations of everyday tasks. These are free to watch, download, and criticizes ;) Please have fun watching. http://www.youtube.com/user/diginin1974 -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
If I remember correctly, you access mysql from the command line i.e.
mysql -u root -p
Once you've done that type,
show databases;
This will give you a list of databases in your database server. Pick
the otrs one (I think its just called otrs)
Type in,
drop database otrs;
This will delete your otrs database.
Once that is done go to your live server.
At the command line type (again check the database name first),
mysqldump -B otrs -u root -p otrsdump.sql
This will dump your otrs database to the file otrsdump.sql. The nice
think about the dump file is that it is full of sql commands to
recreate your database. So you simply need to run it through mysql on
your test server to recreate your database.
So copy the otrsdump.sql file to your test server.
Now at the command line of your test server type,
mysql -u root -p otrsdump.sql
The -p option to the mysql and mysqldump commands means you're using a
password. If the -p is followed by a space it will ask you for the
password on the next line so you can't see it written on the command
line for security.
The mysql and mysqldump commands may not be in your path. In that case
change to the bin directory of the mysql install and run the command
from there using the absolute path for the output/input file.
Let us know how you get on with that.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/9 Lev Davidovich l.davidov...@yahoo.co.uk:
What you could do is download the latest version of the Windows
installer of OTRS, drop the mysql database, and load your backup
database from live, clean the /otrs/otrs directory and unzip the 2.2
version you would like to use there.
Please explain to me in more detail how to drop the mysql database, and
load your backup database from live.
Is this something I do after the installation, or during it?
Thank you
From: Michiel Beijen m...@otrs.org
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Wednesday, 9 September, 2009 11:12:31
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Lev,
Yes, there are no longer windows INSTALLERS of 2.2 otrs available,
because of issues with one of the bundled components.
On the download servers you can download every source version back to 0.5
beta!
[http://ftp.otrs.org/pub/otrs/]
What you could do is download the latest version of the Windows
installer of OTRS, drop the mysql database, and load your backup
database from live, clean the /otrs/otrs directory and unzip the 2.2
version you would like to use there.
Copy Config.pm from the server to your Windows box
but make sure you add the following line to it:
$Self-{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';
this because your copy system will not be sending escalations out for
tickets that are long closed on live ;-)
(available since otrs 2.2.6)
and you should probably also look into how OTRS fetches mails from the
server on your live system. If you use pop or imap as defined in the
Admin web user interface, you might want to edit crontab to NOT run
PostMasterMailbox.pl
Regards,
MIchiel
On Wed, Sep 9, 2009 at 11:59 AM, Lev Davidovichl.davidov...@yahoo.co.uk
wrote:
Thanks Michael. I am inclined to go down the VMWare route that both you
and
Rory and others suggest but I am not having much luck convincing the
decision makers here!
The consensus seems to be that it is OK as a long term project but that in
the short term what we need is a quick database dump followed by import
into
a copy of OTRS running on Windows.
Just to be clear about what you are saying -
are you saying it is no longer possible to download versions of OTRS
earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC
installers that it is no longer possible to download?
Where can I find an automatic installer for version 2.3 x?
I could still download version 2.2.5 from ftp://ftp.otrs.org/pub/otrs/ and
install it manually (using the instructions that Afshar Mohebbi has posted
)
- is that correct?
Thank you
From: Michiel Beijen m...@otrs.org
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Wednesday, 9 September, 2009 10:36:46
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Hi Lev,
Due to licensing issues there are no longer old Windows installers
earlier than 2.3.x available for download.
Afshar Mohebbi has posted instructions for setting up OTRS on Windows;
http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.html
(but this is with Microsoft SQL Server, you should just install MySQL
instead)
I guess it would be good to also have instructions for manual
installation on Windows...
Depending on your situation you could also install VMWare on your XP
workstation with linux, just as on your server. Then you would have a
real test environment; which you can also use
Re: [otrs] Move data from live server to local version of OTRS
Hi Lev, I've added some comments below 2009/9/8 Lev Davidovich l.davidov...@yahoo.co.uk: Thanks Rory (and Lars) - that is brilliant - it achieves the main objective (clearing out the live database while having an archive backed up)! I have some questions: 1) My test machine is Windows and live is Apache - is that going to create any problems? I'm a little confused, do you mean IIS and Apache or Windows and Linux. Either way there could be a problem here. When you perform the upgrade on the test machine you don't know if it will work the same on the live machine. If both machines have the same OS then you should set up the test machine using apache too. I know it could be a pain but if you have a different OS on the test machine I would recommend you rebuild it with the same OS if you can. 2) My live version of OTRS is 2.2.5 and my test version is 2.3.3. So I should install 2.2.5 on my test machine prior to importing the database dump? Yes that would be best approach. It would be a good idea to to make sure that the database is the same version for both the live and test too. This probably wouldn't cause a big problem as your live version is quite recent but its best to do it so you can be prepared for any unwelcome surprises. 3) You said “There's always the alternative of getting new hardware to run the production server on :)”. What did you mean by this? I meant you could buy a new server or maybe a new harddrive and move the database onto the new harddrive. Have you money to spend? :) 4) I like the idea of having more than one database in the archive. But what about, say, a ticket which was closed before a dump and then reopened after it, or the tickets which are still open when the moment arrives for the live database to be cleared out? How do we archive such tickets? This is the tricky bit and I'm not quite sure what the best approach would be. You'll need to research what is possible with mysqldump. Maybe you can dump after a certain date only i.e. dump everything older than 1 month. I don't know if that is possible though. It would be a good idea to research the different backup methods for mysql. There is a lot of learning to be done here but it is the kind of thing that you can use with every mysql database you ever work with so it is valuable to do. http://dev.mysql.com/doc/refman/5.1/en/backup.html For open tickets at the time of the archive you could use a generic agent to close all tickets 1 month or older (that would be very old if you're working in an IT department). Then you could dump everything in the database older than 1 month. For tickets that are reopened after the dump If the ticket was closed and the user send wants to open the ticket again it could be ok to open a new ticket, the original was closed after all. You could always put in a brief description of what happened in the previous ticket, add its ticket number too if you have it, and note that it had been backed up. I can't see any ideal solution here tho. I hope that helps, Rory Many thanks again for your kind support. Lev From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Monday, 7 September, 2009 16:05:30 Subject: Re: [otrs] Move data from live server to local version of OTRS Hi Lev, I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server. Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed. For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious. What you could do is this; 1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first test database. This way you will have a current backup of the production server and a historical backup of the database that you can connect to if you need to. When the performance
Re: [otrs] Move data from live server to local version of OTRS
You can get the older versions from the FTP. If I remember you can do the install from the tar.gz file on windows. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Lev Davidovich l.davidov...@yahoo.co.uk: Actually I will be required to make a fresh install of OTRS on the test machine ( a new Windows XP machine). Is it possible to install the same version of OTRS (2.2.5) as the live version? All that seems available on the download page (http://otrs.org/download) is the latest version (2.4.4). From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Monday, 7 September, 2009 16:05:30 Subject: Re: [otrs] Move data from live server to local version of OTRS Hi Lev, I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server. Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed. For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious. What you could do is this; 1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first test database. This way you will have a current backup of the production server and a historical backup of the database that you can connect to if you need to. When the performance of the production server is degraded again you could create a 3rd database on the test server and repeat the above steps with it. This would leave you with a current production backup and 2 historical backups. Its not a nice way of doing things but it would do what you were looking for. There's always the alternative of getting new hardware to run the production server on :) I hope that helps, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/7 Lev Davidovich l.davidov...@yahoo.co.uk: I see. So there is no way to, say, dump the data, import the dump into the backup, delete the backed up data from the live system and then import only the new data into the backup a few months later? From: Lars Monsees l.mons...@atlantismedia.de To: User questions and discussions about OTRS. otrs@otrs.org Sent: Monday, 7 September, 2009 14:49:26 Subject: Re: [otrs] Move data from live server to local version of OTRS Hi Lev, Why is it not a good idea to do a dump every few months? Is it because the whole process is very time consuming? Or are there too many risks attached? depending on the size of your DB, it can be very time consuming. Where can I find more information about replication? http://www.google.de/search?q=mysql+replication Lars - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http
Re: [otrs] Move data from live server to local version of OTRS
The link, ftp://ftp.otrs.org/pub/otrs/ Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Rory rcler...@gmail.com: You can get the older versions from the FTP. If I remember you can do the install from the tar.gz file on windows. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Lev Davidovich l.davidov...@yahoo.co.uk: Actually I will be required to make a fresh install of OTRS on the test machine ( a new Windows XP machine). Is it possible to install the same version of OTRS (2.2.5) as the live version? All that seems available on the download page (http://otrs.org/download) is the latest version (2.4.4). From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Monday, 7 September, 2009 16:05:30 Subject: Re: [otrs] Move data from live server to local version of OTRS Hi Lev, I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server. Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed. For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious. What you could do is this; 1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first test database. This way you will have a current backup of the production server and a historical backup of the database that you can connect to if you need to. When the performance of the production server is degraded again you could create a 3rd database on the test server and repeat the above steps with it. This would leave you with a current production backup and 2 historical backups. Its not a nice way of doing things but it would do what you were looking for. There's always the alternative of getting new hardware to run the production server on :) I hope that helps, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/7 Lev Davidovich l.davidov...@yahoo.co.uk: I see. So there is no way to, say, dump the data, import the dump into the backup, delete the backed up data from the live system and then import only the new data into the backup a few months later? From: Lars Monsees l.mons...@atlantismedia.de To: User questions and discussions about OTRS. otrs@otrs.org Sent: Monday, 7 September, 2009 14:49:26 Subject: Re: [otrs] Move data from live server to local version of OTRS Hi Lev, Why is it not a good idea to do a dump every few months? Is it because the whole process is very time consuming? Or are there too many risks attached? depending on the size of your DB, it can be very time consuming. Where can I find more information about replication? http://www.google.de/search?q=mysql+replication Lars - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support
Re: [otrs] Move data from live server to local version of OTRS
Yes, it would still be best to install version 2.2.5 because you will still learn some things about upgrading from this version even if it is a different OS. If you have the same version software on each machine (mysql, apache and otrs) you minimise the impact that the different OS will have. There may still be some problems though. You should consider the VMware approach. Its a lot of extra work but cant give you a great test environment that you can reset again and again. http://www.vmware.com/products/server/ VMware Server 2 is free and (in case you don't know about it) will let you install linux on your windows XP machine. Have a look at some of the VMware Server documentation and see if you can get your head around the idea of how it sits together. If you did this you could have your linux install without having to get involved with what IT support. A linux install is a little daunting if its the first time you've done it but its not that difficult. If you want to go down that road then feel free to keep asking your linux questions in this thread and I'll answer what I can. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Lev Davidovich l.davidov...@yahoo.co.uk: Thanks a lot Rory and Stephan. My test machine is Windows and live is Linux. I am afraid it is not an option to install Linux on the test machine as it is not supported by our IT department. Do you still think I should install the same version of OTRS as live (2.2.5) on the test machine? From: Stephan Lang stephan.l...@bockonline.de To: User questions and discussions about OTRS. otrs@otrs.org Sent: Tuesday, 8 September, 2009 14:32:50 Subject: Re: [otrs] Move data from live server to local version of OTRS Hi, I'd like to use VMware to test stuff. In this case you could use VMware Converter to create a virtual copy of your live server, but I haven't tried doing that with a Linux OS (what's your live server OS btw.?). With the live server duplicated and VMware snapshots you can test until everything works and by pretty sure that the live server will act the same way. Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.4 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rory Sent: Dienstag, 8. September 2009 15:22 To: User questions and discussions about OTRS. Subject: Re: [otrs] Move data from live server to local version of OTRS The link, ftp://ftp.otrs.org/pub/otrs/ Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Rory rcler...@gmail.com: You can get the older versions from the FTP. If I remember you can do the install from the tar.gz file on windows. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Lev Davidovich l.davidov...@yahoo.co.uk: Actually I will be required to make a fresh install of OTRS on the test machine ( a new Windows XP machine). Is it possible to install the same version of OTRS (2.2.5) as the live version? All that seems available on the download page (http://otrs.org/download) is the latest version (2.4.4). From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Monday, 7 September, 2009 16:05:30 Subject: Re: [otrs] Move data from live server to local version of OTRS Hi Lev, I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server. Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed. For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious. What you could do is this; 1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first
Re: [otrs] Move data from live server to local version of OTRS
Hi Lev, I would suggest that you rebuild the test machine to the same version as your production machine. Once done, dump the live database and then import it to the test DB and copy over your configuration. Once this is in place perform the upgrade procedure on the test machine taking note of any steps you needed to do that were out of the ordinary. It would be a good idea to isolate the machine on the network so that you don't send out test spam to your clients as Lars said. You could do that at the firewall or simply have a private network between your machine and the server. Once you successfully complete the update process on your test box you have your upgrade path. You can now be confident that you can successfully upgrade your production server. Once you have upgrade the production server to the same level as the test server you are in a position to do some reliable backups, you could even swap the servers if needed. For the DB backup, mysqldump is a very good tool but you will have trouble if you try to use it the way you've described. You would have to edit the dump file and delete all the data in the live database after each backup. I can see it being very laborious. What you could do is this; 1. Create a second database on the test server i.e. otrs2 2. Dump the current live database to the otrs2 database. 3. Clear out the live database. 4. Perform future dumps to the first test database. This way you will have a current backup of the production server and a historical backup of the database that you can connect to if you need to. When the performance of the production server is degraded again you could create a 3rd database on the test server and repeat the above steps with it. This would leave you with a current production backup and 2 historical backups. Its not a nice way of doing things but it would do what you were looking for. There's always the alternative of getting new hardware to run the production server on :) I hope that helps, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/7 Lev Davidovich l.davidov...@yahoo.co.uk: I see. So there is no way to, say, dump the data, import the dump into the backup, delete the backed up data from the live system and then import only the new data into the backup a few months later? From: Lars Monsees l.mons...@atlantismedia.de To: User questions and discussions about OTRS. otrs@otrs.org Sent: Monday, 7 September, 2009 14:49:26 Subject: Re: [otrs] Move data from live server to local version of OTRS Hi Lev, Why is it not a good idea to do a dump every few months? Is it because the whole process is very time consuming? Or are there too many risks attached? depending on the size of your DB, it can be very time consuming. Where can I find more information about replication? http://www.google.de/search?q=mysql+replication Lars - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Using LDAP and DB Customer Backend and Authentification
Hi Stephan,
When switching the positions in the Config.pm having DB at the end, the DB
Customer login works
This result gives the impression that whichever AuthModule is second
in the config is overwriting settings from the first AuthModule.
It might be worth comparing the 2 parts of the config side by side.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/8/26 savitra sirohi savitra.sir...@osslabs.biz:
Stephan,
I think you need to make sure the configurations for ldap and db can
be identified uniquely, you could add a suffix to all lines, something
like this below.
Thanks,
Savitra Sirohi
Nucsoft OSS Labs
http://www.osslabs.biz
#Enable DB authentication for Customers / Users
$Self-{'Customer::AuthModule1'} = 'Kernel::System::CustomerAuth::DB';
$Self-{'Customer::AuthModule::DB::Table1'} = 'customer_user';
$Self-{'Customer::AuthModule::DB::CustomerKey1'} = 'login';
$Self-{'Customer::AuthModule::DB::CustomerPassword1'} = 'pw';
#CustomerUser DB
#(customer user ldap backend and settings)
$Self-{CustomerUse1r} = {
For LDAP
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule2'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host2'} = 'bockw2k8dc1.bock.lan';
$Self-{'Customer::AuthModule::LDAP::BaseDN2'} = 'ou=
structur,dc=bock,dc=lan';
$Self-{'Customer::AuthModule::LDAP::UID2'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
$Self-{'Customer::AuthModule::LDAP::SearchUserDN2'} = 'domain\user';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw2'} = 'password';
#CustomerUser1 LDAP
#(customer user ldap backend and settings)
$Self-{CustomerUser2} = {
On 8/26/09, Stephan Lang stephan.l...@bockonline.de wrote:
Hi,
That's what I'm having in the Config.pm for testing:
# #
# Config for Costumer DB Backend and Auth SL 240809 #
# #
#Enable DB authentication for Customers / Users
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB';
$Self-{'Customer::AuthModule::DB::Table'} = 'customer_user';
$Self-{'Customer::AuthModule::DB::CustomerKey'} = 'login';
$Self-{'Customer::AuthModule::DB::CustomerPassword'} = 'pw';
#CustomerUser DB
#(customer user ldap backend and settings)
$Self-{CustomerUser} = {
Name = 'Datenbank',
Module = 'Kernel::System::CustomerUser::DB',
Params = {
Table = 'customer_user',
},
# customer unique id
CustomerKey = 'login',
# customer #
CustomerID = 'customer_id',
CustomerValid = 'valid_id',
CustomerUserListFields = ['first_name', 'last_name', 'email'],
CustomerUserSearchFields = ['login', 'first_name', 'last_name',
'email'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['email'],
CustomerUserNameFields = ['first_name', 'last_name'],
CustomerUserEmailUniqCheck = 1,
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-127
[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ],
# [ 'UserEmail', 'Email', 'email', 1, 1,
#
'var','$Env{CGIHandle}?Action=AgentTicketComposeResponseID=1TicketID=$Data{[
'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var',
'', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
],
};
# #
# Config for Costumer LDAP Backend and Auth SL 160809 #
# #
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'bockw2k8dc1.bock.lan';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=
structur,dc=bock,dc=lan';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read
Re: [otrs] users vs customer users
In my point of view Agent Users are representatives of the company and Customer Users are not. Have a look at the demo system on the otrs website to get a feel for what the customer user interface is like, http://www.otrs.org/demo/ Otrs can be used right across the company. Give each department its own queue and assign members of those departments to the groups of the queues. Now when a user from the Marketing department logs in to the Agent interface they'll see their Marketing queue. Now, when you get a request to your IT support queue that's more marketings remit you can add a note to it and then move it to the Marketing queue and they can add details and reassign it as necessary. I don't think customer users can manipulate a ticket like this, I think they can only add updates to it, but I'm not sure as I don't use the customer users. I hope that helps, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/19 Alan McKay alan.mc...@gmail.com: Hey folks, I've got perhaps a bit of unique situation. I'm the head of the IT team in our small company with about 20 employees, and I plan to use OTRS for internal requests from the people that our team supports. For this I have a queue Internal Support and an email address it_supp...@example.com But I also plan to use it for our external customers, with a queue External Support and email supp...@example.com So I want to set up accounts for everyone in the company, and I'm thinking they should all be Users and not Customer Users. Even though they will be MY customers for the tickets the open into my IT group. However, any tickets coming in from external customers may end up getting assigned to just about any of them. So this seems to make sense to me. Only, I don't really know what the differences are under the hood between User and Customer User Does anyone forsee a problem with this? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Software error message Invalid argument at /opt/otrs/bi n/cgi-bin/../../Kernel/System/Log.pm line 83, PRODUCT line 4.
This is just a guess but it may have had something to do with the fact that
32000 is not a multiple of 1024. 32 * 1024 = 32768
Again, just a guess.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/8/18 Lev Davidovich l.davidov...@yahoo.co.uk
Thank you Shawn -following your hint I added the line
$Self-{'LogSystemCacheSize'} = 4*1024;
which I copied from Config/Defaults.pm
# system log cache size for admin system log (default 4k)
# Note: use bin/CleanUp.pl before you change this
# $Self-{'LogSystemCacheSize'} = 4*1024;
to Config.pm and OTRS is back - thank you so much !! :-)
As you can see the relevant line is commented out in Defaults.pm and there
is a note to use bin/CleanUp.pl before changing the parameter - can anyone
shed any further light on this. And yes - on why the whole system came
crashing down when all I did originally was change the parameter in the
Admin sysconfig from 4096 to 32000???!!
--
*From:* Lev Davidovich l.davidov...@yahoo.co.uk
*To:* User questions and discussions about OTRS. otrs@otrs.org
*Sent:* Tuesday, 18 August, 2009 10:09:33
*Subject:* Re: [otrs] Software error message Invalid argument at
/opt/otrs/bi n/cgi-bin/../../Kernel/System/Log.pm line 83, PRODUCT line
4.
Dear Shawn
In response to your point on the SSH thread, re: why I want to change the
Kernel/Config/Files/ZZZAuto.pm file, I will refer you to the following
threads:
1) Software error message Invalid argument at /opt/otrs/bi
n/cgi-bin/../../Kernel/System/Log.pm line 83, PRODUCT line 4,
2) “remove the shared memory segment and rebooting OTRS” and
3) “System Log”.
To briefly recap, I changed the value of the LogSystemCacheSize parameter
in the “Core::Log” sub-group of the Framework group of Sysconfig in the
Admin interface from 4096 to 32000. I was told on this forum that this would
allow me to see more of my system log. Ever since then, we have been unable
to log in to OTRS and are confronted with the above error message (Software
error message Invalid argument at /opt/otrs/bi
n/cgi-bin/../../Kernel/System/Log.pm line 83, PRODUCT line 4, ) whenever
we try to.
LQ Marshall then pointed out that admin control panel changes are stored in
the “ZZZAuto.pm” file so if I could remove the line in the file relating to
the LogSystemCacheSize change I might be able to have OTRS working again.
I decided to test this on the native version of OTRS on my Windows PC. I
changed the value of the LogModule::LogFile::Date: parameter from “no” to
“yes”, updated Sysconfig and logged out of OTRS. I then logged in to OTRS to
check that the parameter was now “Yes” and indeed it was. I logged out
again. I then went into “Kernel/Config/Files/ZZZAuto.pm” and commented out
the line “$Self-{'LogModule::LogFile::Date'} = '1';”. I saved the file,
closed it and logged back into OTRS. I went into the “Core:Log” subgroup of
the Framework group of the Sysconfig in the Admin interface and, sure
enough, the LogModule::LogFile::Date: parameter had reverted back to “No”.
So clearly editing out the change made in Sysconfig from the “ZZZAuto.pm”
file DID cause that parameter to revert to the default defined in the
“ZZZAAuto.pm” file.
Now are you saying that this is not going to work for the
LogSystemCacheSize parameter in the version of OTRS (2.3) on our Apache
server, once I have been able to SSH the changes to the “ZZZAAuto.pm” file?
If so, please inform me how to make the changes I need to Kernel/Config.pm
and I will be forever grateful to you.
Best
Lev
From: Lev Davidovich l.davidov...@yahoo.co.uk
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Monday, 17 August, 2009 9:49:03
Subject: Re: [otrs] Software error message Invalid argument at
/opt/otrs/bi n/cgi-bin/../../Kernel/System/Log.pm line 83, PRODUCT line
4.
Thanks.
Do you mean I should download the file, edit the downloaded file using an
editor, and then upload the file using SSH from the command line (or do I
need an SSH client)?
From: Michiel Beijen mich...@beefreeit.nl
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Monday, 17 August, 2009 8:59:50
Subject: Re: [otrs] Software error message Invalid argument at
/opt/otrs/bi n/cgi-bin/../../Kernel/System/Log.pm line 83, PRODUCT line
4.
The file will have permissions set not allowing your FTP user to edit the
file.
It would be best to use SSH or something and change the file from the
command line with an editor.
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Mon, Aug 17, 2009 at 09:50, Lev Davidovich l.davidov...@yahoo.co.uk
wrote:
Thanks a lot for giving me some hope LQ
Re: [otrs] SSH
You might be on a steep learning curve here so I'm gonna give you a quick run down on some stuff which might help you on your way into linux. Forgive me if I've misinterpreted your linux/unix ability but you seem to be very new to this. SSH is a connection method, it stands for Secure SHell. To connect to a server using ssh it first has to be able to accept ssh connections. First thing to do is open the command line on your linux server that OTRS is on (I assume you have a keyboard and monitor directly connected). Run this command to see if the ssh daemon is running; ps -ef | grep sshd If you only get one line back you've probably just found your own search for sshd. You should get 2 lines back. One for grep sshd and one for sshd. A daemon is a service that runs in the background waiting for things to happen that it can respond to. The ssh daemon is what waits for ssh connections and its called sshd. I'll explain the command above as it might help you in future to know this stuff; ps -ef lists all the processes running on your server. Its a big list so we usually want to search through it for the specific process we're interested in. ps is the program and -ef are options grep sshd searches for the string sshd. Grep is a pattern matching program which can search through files and input data for a paticular string of text. In this case we're using the output of the ps program as the input for the grep program. Which brings us to the pipe symbol. The pipe symbol | is used to take the output of one program and use it as input in another program. You take the output from the command on the left of the symbol and use that as the input for the command on the right of the symbol. (On my keyboard the pipe is down by the z key but its sometimes up by the number 1 key or over by the return key). These 3 things, ps, grep and pipe, are individually and collectively some of the most used commands in a unix system. Other useful commands are; more - This displays a file one screen at a time, space for another screen full, q to quit. cat - displays a fail all at once head - the first 10 lines of a file tail - the last 10 lines of a file (good for checking last entries ina log file for example) vim - a mode based text editor. You are either in insert mode or not. In insert mode you can edit the file, if you're not in insert mode you can search through it for particular pieces of text. Press i to enter insert mode, press Esc to exit insert mode. man - a program for displaying the manual of a program. Typing in man more will tell you how to use the more program. That should get you on your feet as far as working with basic text files in a unix system. Good luck! Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/17 Lars Monsees l.mons...@atlantismedia.de Is SSH the only way of making changes to the Kernel/Config/Files/ZZZAuto.pm file? Or are there other connection methods I can try? SSH should be the best way, but I guess you will need to learn a little bit about Linux systems. Editing with vim is not that easy for a beginner, so check the man pages =) As Michiel wrote, you should ask further questions that are not OTRS related in a Linux forum. Lars - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] SSH
You should do stand up. You'd be a cult hit :) 2009/8/17 Lars Monsees l.mons...@atlantismedia.de nice list, only I would propose less instead of more =) - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] LDAP tls authentication Fun
Hi Michiel,
Thanks for the info. I'm trying to use the SyncRolesDefinition and
I've added the following to the config;
# Sync LDAP group to role in OTRS
# AuthSyncModule::LDAP::UserSyncRolesDefinition
$Self-{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = {
# ldap group
'CN=IT,OU=Groups,OU=IT,OU=Departments' = {
# otrs role
'r_IT' = 1,
},
};
I prefix all my roles in otrs with r_ to try to keep things clear
(group with g_ too)
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/8/7 Michiel Beijen mich...@beefreeit.nl:
Hi Rory and Mauricio,
Let me first state that if you have configured the AuthSyncModule the
OTRS will sync agent data every time a user logs in to OTRS. If you'd
change the user properties in active directory; they would be updated
in OTRS as soon as the agent logs in.
And of course, if the account is disabled in the AD, the user will not
be able to log in to OTRS.
the UserSyncInitialGroups can be used to define a standard group for
every user from a certain source. For instance, you could define it so
that every LDAP user is automatically put in the groups Users and FAQ.
If you would like to manage your OTRS groups from your LDAP source,
that is also possible. Please look into the Defaults.pm file, under
UserSyncGroupsDefinition: modify, unquote and put into your Custom.pm
Regards,
Michiel
# AuthSyncModule::LDAP::UserSyncGroupsDefinition
# (If LDAP was selected for AuthModule and you want to sync LDAP
# groups to otrs groups, define the following.)
# $Self-{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = {
# # ldap group
# 'cn=agent,o=otrs' = {
# # otrs group
# 'admin' = {
# # permission
# rw = 1,
# ro = 1,
# },
# 'faq' = {
# rw = 0,
# ro = 1,
# },
# },
# 'cn=agent2,o=otrs' = {
# 'users' = {
# rw = 1,
# ro = 1,
# },
# }
# };
# AuthSyncModule::LDAP::UserSyncRolesDefinition
# (If LDAP was selected for AuthModule and you want to sync LDAP
# groups to otrs roles, define the following.)
# $Self-{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = {
# # ldap group
# 'cn=agent,o=otrs' = {
# # otrs role
# 'role1' = 1,
# 'role2' = 0,
# },
# 'cn=agent2,o=otrs' = {
# 'role3' = 1,
# }
# };
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Thu, Aug 6, 2009 at 16:08, Roryrcler...@gmail.com wrote:
2009/8/6 Mauricio Tavares raubvo...@gmail.com:
I have no problems if otrs cannot edit ldap. What I would like is to
be able to define which group someone belongs to in ldap and then otrs will
see the groups memberships and then grant the said user rights according to
the memberships.
I'm kinda guessing here but you may be able to find more with a quick google;
I think the following piece of config will add any user, who logs in
for the first time, to the specified group in OTRS
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of
first agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
But that could be syncing groups from ldap to the DB. I know I've seen
more about this in the docs or on this list but I havn't found it yet.
Well, what I have found so far (I might be wrong) is that the user
has to be in the local db; the password can be kept in ldap but you have to
create an user in otrs. What I did was after setting ldap up, I tried to
login as one of the users from the ldap group (cn=users) I gave otrs as the
GroupDN. It cheerfully ignored that user. THen I created an user with the
same username inside otrs but did not give a password. I was able to login
as the said user.
That's fits with how I understand this to work. If you don't have the
sync config added it doesn't know to pull the user from ldap so it
can't find them in the DB and fails. Once you create them in the DB
you're golden.
The sync has the benefit that you can pull across some extra info into
the DB e.g.;
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
I wonder if that can be used to pull across the group info too?
My ideas on this are all open to questioning tho as I don't know this for
fact.
Do you think I do? =) I am still figuring this program out.
I was kinda hoping somebody was gonna come along and tell that I was right :)
Rory
Re: [otrs] LDAP tls authentication Fun
Nuts, hit send too early.
So I've added the following to the config;
# Sync LDAP group to role in OTRS
# AuthSyncModule::LDAP::UserSyncRolesDefinition
$Self-{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = {
# ldap group
'CN=IT,OU=Groups,OU=IT,OU=Departments' = {
# otrs role
'r_IT' = 1,
},
};
I prefix all my roles in otrs with r_ to try to keep things clear
(group with g_ too)
Does the ldap group use the baseDN specified in the Agent LDAP Auth config
Do I need to use the attributes specified for group syncs when syncing roles?
i.e.
# Attributes needed for group syncs
# (attribute name for group value key)
#$Self-{'AuthSyncModule::LDAP::AccessAttr'} = 'memberUid';
# (attribute for type of group content UID/DN for full ldap name)
#$Self-{'AuthSyncModule::LDAP::UserAttr'} = 'UID';
#$Self-{'AuthSyncModule::LDAP::UserAttr'} = 'DN';
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/8/7 Rory rcler...@gmail.com:
Hi Michiel,
Thanks for the info. I'm trying to use the SyncRolesDefinition and
I've added the following to the config;
# Sync LDAP group to role in OTRS
# AuthSyncModule::LDAP::UserSyncRolesDefinition
$Self-{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = {
# ldap group
'CN=IT,OU=Groups,OU=IT,OU=Departments' = {
# otrs role
'r_IT' = 1,
},
};
I prefix all my roles in otrs with r_ to try to keep things clear
(group with g_ too)
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/8/7 Michiel Beijen mich...@beefreeit.nl:
Hi Rory and Mauricio,
Let me first state that if you have configured the AuthSyncModule the
OTRS will sync agent data every time a user logs in to OTRS. If you'd
change the user properties in active directory; they would be updated
in OTRS as soon as the agent logs in.
And of course, if the account is disabled in the AD, the user will not
be able to log in to OTRS.
the UserSyncInitialGroups can be used to define a standard group for
every user from a certain source. For instance, you could define it so
that every LDAP user is automatically put in the groups Users and FAQ.
If you would like to manage your OTRS groups from your LDAP source,
that is also possible. Please look into the Defaults.pm file, under
UserSyncGroupsDefinition: modify, unquote and put into your Custom.pm
Regards,
Michiel
# AuthSyncModule::LDAP::UserSyncGroupsDefinition
# (If LDAP was selected for AuthModule and you want to sync LDAP
# groups to otrs groups, define the following.)
# $Self-{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = {
# # ldap group
# 'cn=agent,o=otrs' = {
# # otrs group
# 'admin' = {
# # permission
# rw = 1,
# ro = 1,
# },
# 'faq' = {
# rw = 0,
# ro = 1,
# },
# },
# 'cn=agent2,o=otrs' = {
# 'users' = {
# rw = 1,
# ro = 1,
# },
# }
# };
# AuthSyncModule::LDAP::UserSyncRolesDefinition
# (If LDAP was selected for AuthModule and you want to sync LDAP
# groups to otrs roles, define the following.)
# $Self-{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = {
# # ldap group
# 'cn=agent,o=otrs' = {
# # otrs role
# 'role1' = 1,
# 'role2' = 0,
# },
# 'cn=agent2,o=otrs' = {
# 'role3' = 1,
# }
# };
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Thu, Aug 6, 2009 at 16:08, Roryrcler...@gmail.com wrote:
2009/8/6 Mauricio Tavares raubvo...@gmail.com:
I have no problems if otrs cannot edit ldap. What I would like is to
be able to define which group someone belongs to in ldap and then otrs will
see the groups memberships and then grant the said user rights according to
the memberships.
I'm kinda guessing here but you may be able to find more with a quick
google;
I think the following piece of config will add any user, who logs in
for the first time, to the specified group in OTRS
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of
first agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
But that could be syncing groups from ldap to the DB. I know I've seen
more about this in the docs or on this list but I havn't found it yet.
Well, what I have found so far (I might be wrong) is that the user
has to be in the local db; the password can be kept in ldap but you have to
create an user in otrs. What I did was after setting ldap up, I tried to
login as one
Re: [otrs] LDAP tls authentication Fun
2009/8/6 Mauricio Tavares raubvo...@gmail.com:
I have no problems if otrs cannot edit ldap. What I would like is to
be able to define which group someone belongs to in ldap and then otrs will
see the groups memberships and then grant the said user rights according to
the memberships.
I'm kinda guessing here but you may be able to find more with a quick google;
I think the following piece of config will add any user, who logs in
for the first time, to the specified group in OTRS
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of
first agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
But that could be syncing groups from ldap to the DB. I know I've seen
more about this in the docs or on this list but I havn't found it yet.
Well, what I have found so far (I might be wrong) is that the user
has to be in the local db; the password can be kept in ldap but you have to
create an user in otrs. What I did was after setting ldap up, I tried to
login as one of the users from the ldap group (cn=users) I gave otrs as the
GroupDN. It cheerfully ignored that user. THen I created an user with the
same username inside otrs but did not give a password. I was able to login
as the said user.
That's fits with how I understand this to work. If you don't have the
sync config added it doesn't know to pull the user from ldap so it
can't find them in the DB and fails. Once you create them in the DB
you're golden.
The sync has the benefit that you can pull across some extra info into
the DB e.g.;
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
I wonder if that can be used to pull across the group info too?
My ideas on this are all open to questioning tho as I don't know this for
fact.
Do you think I do? =) I am still figuring this program out.
I was kinda hoping somebody was gonna come along and tell that I was right :)
Rory
-
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Re: [otrs] Installing PHPMyAdmin alongside OTRS
Yeah, it looks like your Apache server doesn't know what to do with .php files so its just displaying them as it would any other file. Have a look at this bit of documentation on the PHP website. It might help you out; http://www.php.net/manual/en/install.windows.apache2.php Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/6 Glossop, Andrew andrew.glos...@cooperindustries.com: I'm using Apache 2.2 on Windows Server 2003, but I assume the config is similar for other OS. In the httpd.conf file, add something like this: IfModule dir_module DirectoryIndex index.html index.php index.cgi index.pl /IfModule and Alias /phpMyAdmin D:/phpMyAdmin Directory D:/phpMyAdmin Options +FollowSymLinks +ExecCGI -Indexes AllowOverride All Order allow,deny Allow from all DirectoryIndex index.php #ScriptInterpreterSource registry /Directory I'm no Apache expert, so I'm sure others will correct anything that's wrong, but this works for me. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David Holder Sent: 06 August 2009 14:50 To: User questions and discussions about OTRS. Subject: [otrs] Installing PHPMyAdmin alongside OTRS Hi chaps, I'm trying to install phpmyadmin alongside OTRS for easier management of the DB. I've installed PHP and put the PHPMyAdmin directory into my htdocs folder in OTRS/Apache, but when I try to open http://localhost/phpmyadmin/index.php I'm just greeted with the actual PHP code in my web browser. Anyone got any ideas what I need to do? Thanks, David - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] locked ticket to System OTRS
Hi Neil, One thing you could do is change the owner directly through the mysql database. You'll need the ticket number, in the ticket zoom view it looks like this; [ Zoom Ticket#: 200907316363 ] You just want the number from the string above. Firstly login to your database on the command line as a user who can update tables. Now, get the id of the person who you want to own the ticket, replace username below with the actual login name that the person uses to log into otrs; SELECT id,login FROM users WHERE login=username; Then, using the id returned from the above statement, update the ticket using the ticket number to make sure you're updating the right one. Replace userid with the id number you just got and replace ticketnumber with the ticket number from the ticket; UPDATE ticket SET user_id=userid WHERE tn=ticketnumber; Now go back into your OTRS and check the ticket. It should have the user you selected as the owner. Hope that helps, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/5 Gator SLP nad...@gmail.com: Hello all, just joined the group and hope you can help me out. I am admin for our OTRS but seem unable to do anything with a ticket that a user accidentally changed owner to blank. Due to her changing owner to blank, it is now assigned to n/a (System OTRS). I can't move it to spam, close it, do anything to it. Always says im not owner and so cant take this action. She can also not touch it, same error about not being owner. I assume you can't login as system otrs user so unsure what to do. all i want is to either close or remove this ticket. any help much appreciated. Neil - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Installation otrs 2.4.1
Your webserver doesn't recognise this as a file that it can process and so it is just returning the file itself. What webserver are you using? Apache? Have a look at the Apache doc to set this up; http://httpd.apache.org/docs/2.2/howto/cgi.html Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/5 Davis, Sam sam.da...@aaipharma.com: Greetings, I am experiencing a problem with the installation of OTRS 2.4.1. I have installed the web server and need to implement the database but everytime I execute in a browser http://localhost/otrs/installer.pl . I get the error the extension .pl is unknown and wants to download the file. Does anyone has any suggestions. Best Regards, Sam Davis ___ Sam Davis System Adminstrator AAIPharma c/ Rosa de Lima, 1-bis, Edificio Alba 28290 Las Matas (Madrid) Tel: +34 91 372 6065 (Direct) Fax: +34 91 372 6060 sam.da...@aaipharma.com www.aaipharma.com ___ The content of this e-mail and any attachments to it is intended only for the confidential use of the intended recipient(s). If you are not the intended recipient(s), you are hereby notified that you have received this communication in error and that any disclosure, copying, distribution, or the taking of any action in reliance on the contents of this e-mail is strictly prohibited and that the documents should be returned to the author immediately. If you have received this email in error, please notify the author by using the reply key immediately. P Please consider the Environment before printing this e-mail. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] FAQ pictures taking longer to load for customers
Hi, 350KB is quite big for web based images. That's almost 1MB just for your images. If the customers are coming in over a WAN this could be effecting things. You could firstly try to reduce them by saving them with either jpeg or png compression. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/5 Emily Flynn emily.fl...@zurichbank.com: (OTRS version 2.3.4, FAQ version 1.5.4) Hi all, I created an article in our FAQ that makes use of three GIF's embedded using the WYSIWYG editor, the Gif's are roughly 350KB each. The article was external (customer) from the start. When I browse to the FAQ through the Agent login, the pictures load up fine, but when I browse to the FAQ throught the customer login, the pictures take a minute or two to load. I have Any suggestions on what I could do to resolve this? Thanks Emily - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS LDAP Agent Authentication
Before you implement the LDAP Auth config you need to create a user
for doing ldap lookups who is in both your AD and your DB.
You need to have this user, (or another user who is in both the AD and
the DB) promoted to Admin before you implement the Ldap Auth config.
To get yourself an admin login simply comment out all the Ldap Auth
config so that you are back tp DB authentication, login as
r...@localhost and promote one of the users into the Admin group.
Re-apply the Ldap config and then login as the user you have promoted
and you should now have admin access with this user.
Let us know if that works,
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/8/4 David Holder david.hol...@gmail.com:
Hi again,
Managed to sort this issue out, now I have all my agents authenticating into
OTRS via LDAP. Thanks for your help.
Just a quick thing, Once an agent logs in they dont have access to the Admin
section of OTRS, nor can i log in as r...@localhost.
Is there a way either to give them access to the admin section or log in as
r...@localhost?
Thanks,
Michiel Beijen wrote:
Try:
$Self-{'AuthSyncModule::LDAP::Host'} = 'myserver.domain.local';
(without the ldap:// bit)
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Mon, Aug 3, 2009 at 22:13, David Holder david.hol...@gmail.com
mailto:david.hol...@gmail.com wrote:
Hi Michiel,
Thank you for your quick response, I thought the LDAP sync was a
performance enhancement rather than a necessity, cheers for
pointing that out.
Unfortunately I'm still having issues with it, it seems my OTRS
installation is very sensitive to that extra bit of code, I just
implemented the below and I was unable to even get into the logon
page. Therefore to prevent any major damage I thought I would post
it to see where I'm going wrong:
# agent data sync against ldap
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} =
'ldap://myserver.domain.local/';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=local';
$Self-{'AuthSyncModule::LDAP::UID'} = 'UID';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS
Searcher,OU=OTRS LDAP Searcher,DC=domain,DC=local';
$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'myotrspassword';
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
[...]
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial
create of first agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
Any thoughts as to what I'm doing wrong?
Thanks,
David
On Mon, Aug 3, 2009 at 8:25 PM, Michiel Beijen
mich...@beefreeit.nl mailto:mich...@beefreeit.nl wrote:
You'd need to also configure LDAPSync (and, map attributes
from LDAP to OTRS) in order for the accounts to automatically
synchronize. See the part under AuthSyncModule in the Manual:
http://doc.otrs.org/2.4/en/html/x1826.html
Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Mon, Aug 3, 2009 at 21:06, David Holder
david.hol...@gmail.com mailto:david.hol...@gmail.com wrote:
Hi Chaps,
I'm trying to authenticate agents on my OTRS
implementation (OTRSforwin) by adopting the LDAP template
like so: (Windows Server 2003 Active Directory domain
controller)
## Start of LDAP Config ##
# This is an example configuration for an LDAP auth.
backend.
# (take care that Net::LDAP is installed!)
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} =
'myserver.domain.local';
$Self-{'AuthModule::LDAP::BaseDN'} =
'dc=domain,dc=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} =
'cn=OTRS_Agents,ou=OTRS Admins,dc=domain,dc=local';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
#$Self-{'AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (with full user dn)
$Self-{'AuthModule::LDAP::UserAttr
[otrs] Mail relay on windows
Hi, I'm having lots of trouble getting outbound e-mails to work on a windows setup. I have the system reading in mails from IMAP. But when I try to send an e-mail reply to a ticket I keep getting the error 553 The Sender is Spoofed I'm trying to use the windows SMTP service through IIS. Is this error coming from IIS or is it coming from OTRS? Has anybody gotten this working before? Do I just need to tell OTRS not to check e-mail address syntax? Any help would be hugely appreciated. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Mail relay on windows
Nuts, I was afraid of that. I thought I was using a valid From address. I'll have to look into this a bit more. It may be our Surf Control that's giving the message in this case as IIS is just a relay. I didn't think it did any in dept sanity checking on the mail addresses such as the spoofing. I'll look at it tomorrow. Thanks for the help guys. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/4 Michiel Beijen mich...@beefreeit.nl: Please make sure that you'd configure a valid 'from' address in OTRS... the message is indeed coming from your IIS configuration. Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Tue, Aug 4, 2009 at 16:04, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: * Rory rcler...@gmail.com: Hi, I'm having lots of trouble getting outbound e-mails to work on a windows setup. I have the system reading in mails from IMAP. But when I try to send an e-mail reply to a ticket I keep getting the error 553 The Sender is Spoofed I'm trying to use the windows SMTP service through IIS. Is this error coming from IIS or is it coming from OTRS? It's coming from the SMTP server -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Hiccup with setting up ldap Auth
Hi, I've gotten otrs up and running (on IIS6 with mysql 5.1 and Activeperl 5.10). I've attempted to set up ldap authentication with Active Directory for Agent users. The config seems to have gone reasonably well except for this error I get when I try to log in; Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid Do I need to sync my AD to the OTRS DB? I think I read the how-to doc for that somewhere. The otrs.log file gives the following; = [Wed Jul 29 13:16:50 2009][Notice][Kernel::System::Auth::LDAP::Auth] User: roryc (CN=Rory Clerkin,OU=Users,OU=IT,OU=Departments,DC=domain,DC=com) authentication ok (REMOTE_ADDR: IP_Address). [Wed Jul 29 13:16:50 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'roryc'! [Wed Jul 29 13:16:50 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'roryc'! [Wed Jul 29 13:16:50 2009][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'roryc'!!! = And the otrs.log.error gives the following; = ERROR: OTRS-CGI-63 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 29 13:16:50 2009 Message: No UserID found for 'roryc'! Traceback (5476): Module: Kernel::System::User::UserLookup (v1.93) Line: 680 Module: Kernel::System::Auth::Auth (v1.41) Line: 196 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 192 Module: F:\wwwroot\otrs-2.4.1\bin\cgi-bin\index.pl (v1.88) Line: 49 ERROR: OTRS-CGI-63 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 29 13:16:50 2009 Message: No UserID found for 'roryc'! Traceback (5476): Module: Kernel::System::User::UserLookup (v1.93) Line: 680 Module: Kernel::System::Auth::Auth (v1.41) Line: 258 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 192 Module: F:\wwwroot\otrs-2.4.1\bin\cgi-bin\index.pl (v1.88) Line: 49 == I was able to create a user for ldap lookups in the otrs DB before I added the ldap auth config and this user exists in AD using the same credentials. With this user I can log into the system as they're in both AD and the OTRS DB it seems. So do I have to sync AD to the otrs DB? It would seem kinda strange if I did. I think that pretty much defeats the purpose of having an ldap login because I've no longer got a central point of administration. What would happen if I added a new user to AD? Any help would be hugely appreciated, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Hiccup with setting up ldap Auth
Hi, Thanks for the pointers Michael. I've set up the sync and it will authenticate properly now. The docs cleared up my questions about the sync and how it works. The only issue I'm having is that not all users have their e-mail address included in their AD account. We use Novell Groupwise so the e-mail address field is pretty much ignored in AD. There's not really much way around it I guess. An Agents e-mail address is an essential part of otrs for notifications, etc. As this is going to be a largely internal system I guess I can set up ldap customer access through the same AD. If I do that will I still be able to create customers who are not in AD, only in the otrs DB? I intend this to be an internal IT support tool but we will probably use it to manage external issues with third party suppliers who obviously won't be in our AD. Thanks for the help so far, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/7/29 Michiel Beijen mich...@beefreeit.nl: Hi Rory, You can let the system do the syncing for you. Use 'UserSyncLDAPMap'. Here some pointers: * The manual; look under 'agent data sync': http://doc.otrs.org/2.4/en/html/x1885.html#configuration-agent-auth-backend-ldap * A mail with a complete and working configuration. The poster initially thinks he has an issue with his setup; turns out only the email address is missing in AD. http://www.mail-archive.com/otrs@otrs.org/msg25974.html Let us know if this helps you. Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Jul 29, 2009 at 14:56, Rory rcler...@gmail.com wrote: Hi, I've gotten otrs up and running (on IIS6 with mysql 5.1 and Activeperl 5.10). I've attempted to set up ldap authentication with Active Directory for Agent users. The config seems to have gone reasonably well except for this error I get when I try to log in; Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid Do I need to sync my AD to the OTRS DB? I think I read the how-to doc for that somewhere. The otrs.log file gives the following; = [Wed Jul 29 13:16:50 2009][Notice][Kernel::System::Auth::LDAP::Auth] User: roryc (CN=Rory Clerkin,OU=Users,OU=IT,OU=Departments,DC=domain,DC=com) authentication ok (REMOTE_ADDR: IP_Address). [Wed Jul 29 13:16:50 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'roryc'! [Wed Jul 29 13:16:50 2009][Error][Kernel::System::User::UserLookup][680] No UserID found for 'roryc'! [Wed Jul 29 13:16:50 2009][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'roryc'!!! = And the otrs.log.error gives the following; = ERROR: OTRS-CGI-63 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 29 13:16:50 2009 Message: No UserID found for 'roryc'! Traceback (5476): Module: Kernel::System::User::UserLookup (v1.93) Line: 680 Module: Kernel::System::Auth::Auth (v1.41) Line: 196 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 192 Module: F:\wwwroot\otrs-2.4.1\bin\cgi-bin\index.pl (v1.88) Line: 49 ERROR: OTRS-CGI-63 Perl: 5.10.0 OS: MSWin32 Time: Wed Jul 29 13:16:50 2009 Message: No UserID found for 'roryc'! Traceback (5476): Module: Kernel::System::User::UserLookup (v1.93) Line: 680 Module: Kernel::System::Auth::Auth (v1.41) Line: 258 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 192 Module: F:\wwwroot\otrs-2.4.1\bin\cgi-bin\index.pl (v1.88) Line: 49 == I was able to create a user for ldap lookups in the otrs DB before I added the ldap auth config and this user exists in AD using the same credentials. With this user I can log into the system as they're in both AD and the OTRS DB it seems. So do I have to sync AD to the otrs DB? It would seem kinda strange if I did. I think that pretty much defeats the purpose of having an ldap login because I've no longer got a central point of administration. What would happen if I added a new user to AD? Any help would be hugely appreciated, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription
