Znuny and ((OTRS)) Community Edition

ferrosti

What does your OTRS log say?

ferrosti

WHICH issue?
What exactly is the problem? What does your log say?

ferrosti

Don´t reply to this post, there is the same post from the same user in the Configuration forum.

ferrosti

Please tell us how you configured your mail configuration in SysConfig.

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Core::Sendmail

ferrosti

Watch out with this one! There might be contacts without mail in your AD. I´ve had this issue with some agents and therefor I had to switch to 'userprincipalname' to automatically fake a unique mail address. To have everything fine you could implement two customer backends with different filters. On...

ferrosti

Schau Dir mal den 'closed filehandle' bug an.
Wie mod_perl mit threading, filehandles, etc. umgeht wäre hier sicherlich interessant.

ferrosti

Are you talking about this?
Frontend::Agent::ToolBarModule

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Seems like a task for GenericAgent. Have a look at it

ferrosti

Make sure your contacts are member of

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$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(memberOf=CN=OTRS_Users,OU=Groups,DC=supermeios,DC=com)';

Your contacts will not have a

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CustomerKey => 'sAMAccountName',

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I am sorry, there is no technical documentation that I know. I had to find out by reverse enginering it.

ferrosti

Can you help yourself using the ArticleFreeText fields instead?
You´d then still need a second job to do what you want.

ferrosti

AFAIR one can find it in
xml_storage

ferrosti

I´d never give advice on systems I have never seen. You say, that you have years of tickets in your system, but it performs slower for a couple of weeks. I would look for the problem in some other direction, but not at that point. Have a look at mysqltuner.pl to tune your database. It does not make ...

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Not all agents are tekkies, but at least one admin should be. And hopefully only admins have access to the admin area. And even there I often had the desire for a config history including admins name. The important thing is to keep it all as clean as possible. Just show the agent what he needs, noth...

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Good idea!
If I can support you with ideas according its implementation just let me know.

ATM we use PhraseExpress for use cases like that, but it lacks some technical aspects which makes it sometimes very hard to use in our environment.

ferrosti

I ran into the same 'problem'.
This upgrading error comes up when the user table is defined in Config.pm, instead of SysConfig. Config.pm remains untouched during upgrade which will then still point to the old table.

ferrosti

Too bad, I just had a look at the 2.3 version and its Bounce text is german only, too.
I just wonder how others handle their Bounce texts for different languages?

ferrosti

AFAIR it worked in the older versions. This is pretty bad, since I need to serve multiple languages.

Do you have an idea for a workaround or something?
Languages are Queue dependent on my systems.

ferrosti

What do you want to achieve?

I assume you are talking about automatic replies. When a customer sends in a mail or an agent opens a phone ticket an automatic reply is send to the customer. Have a look into config for this and don´t forget to enable this for the desired queues.

ferrosti

I am running into problems regarding OTRSs Bounce text. Whatever I do it is not going to be translated, even if I change it in the (german DE) translation file directly the text remains the same as given in the SysConfig setting. This problem occurs no matter if I use RichText or the PlainText edito...

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For a system size like that I´d highly recommend xxx support and consulting. I am not employed by them, but I can tell from experience that it prevents from headaches. Customization before going live is OK, but afterwards its going to be a mess. Globally speaking I´d give nginex a try instead of apa...

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Please read the manual about Ticket escalation. You´ll most certainly get what you want.

ferrosti

Some posts above you have written that you already disabled logging to syslog? So what exactly did you do?

ferrosti

You should install at least the first two of those, despite the matter that it will not solve the problem you have.
Net::LDAP is only needed when fetching or authenticating customer or agents information from some LDAP server.

ferrosti

Have a look at the manual where it´s about the authentiacation sync settings. Agents need to be in OTRSs internal DB, but they can be synced on the first login automatically. It goes something like that: # UserSyncLDAPMap $Self->{'UserSyncLDAPMap'} = { # DB -> LDAP UserFirstname => 'givenName', User...

ferrosti

Was meinst Du mit langer, ausführlicher Queue Übersicht?

Wenn ich meine QueueView aufmache und die Darstellungsansicht auf M oder L stelle, dann bekomme ich beim Hover diese Optionen angezeigt.

ferrosti

Lies bitte die Doku.
http://doc.otrs.org/3.0/de/html/custome ... ation.html

Und wirf einen Blick auf die Frontend::Customer Einstellungen in der SysConfig.

ferrosti

Did you read the link that I have posted?
What have you tried so far?

ferrosti

Nope, this is not needed on windows servers.
Please fill in this information in your signature!

ferrosti

otrs.SetPermissions.pl is no matter of LDAP, but of your whole OTRS installation.
Please run it with the parms that are required by your setup.

ferrosti

This does not have to do with network settings at all, since communication between OTRS and LDAP works. The error message comes from LDAP backend.
Either your search user does not exist (check the whole dn path) or its PWD is wrong or contains 'critical' chars.

ferrosti

Search for 'RichTextEditor' in sysconfig.

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What exactly are we talking about?
- font in RichTextEditor in AgentTicketViewCompose
- font in replied HTML mail

ferrosti

Was musst Du bei der 'customer.pl' anpassen? Ich verstehe nicht ganz was Du willst. Nur für die Dokumentation: Statt einem mySQL-Dump empfiehlt es sich das DBMS anzuhalten und die Daten auf Dateiebene zu sichern. Liegen diese auf einer Net Appliance genügt ein Snapshot. Dies ist wesentlich schneller...

ferrosti

This is the correct file.
Please rename it to Config.pm.bck and see what happens. ATM I believe that this file is not taken for some reason.

BTW, did you run ~/bin/otrs.SetPermissions.pl using your parameters?

ferrosti

Hard to say what, but something got screwed.
Authentication does not need agent data in local DB, only data needs to.
Do you have something like this enabled in sysconfig? Have you ever been able to login anyways?

ferrosti

Ah, I totally forgot about this one:
http://forums.otrs.org/viewtopic.php?f= ... 01&p=31719

ferrosti

Can you please do a su otrs -c <path_to_otrs_bin_dir>otrs.CheckDB.pl In case it works also try the same above with your webserver user su <webserver_user> -c <path_to_otrs_bin_dir>otrs.CheckDB.pl What does it say? Is everything fine running <path_to_otrs_bin_dir>otrs.CheckModules.pl

ferrosti

It seems you are a newbie to SuSE, too. (Which is not meant to offend you!) I´d rather go for an OS that you can handle well, since this will prevent bad headaches. SuSE just uses symlinks to their rc-scripts to save you a few chars of typing. So an 'rcapache2 start' is symlinked to '/etc/init.d/apa...

ferrosti

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$Self->{'AuthModule::LDAP::UID'} = 'uid';

actually is 'samaccountname' on windows AD

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$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';

is 'member'

ferrosti

Well, your Apache exactly tells you what the problem is.

405 method not allowed. The requested method POST is not allowed for the URL /otrs/json.pl

See http://httpd.apache.org/docs/2.0/howto/ ... onfiguring for details on how to configure that.

ferrosti

is there anyway to use a logo from our drive not the internet ? I am not sure how xxx implemented its On Demand version. I´d say 'no', you can´t, since certificates need to match to not give these error messages. It won´t be too bad storing the logo on the web, because all browsers should cache the...

ferrosti

This error typically comes from a misconfigured apache. It seems that apache does not know how to handle .pl files correctly. Is mod_perl installed and configured in apache?

Never ever run apache with root permissions!

ferrosti

Have a look at the options

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Ticket::Frontend::AgentTicket <WHATSOEVER> ###RequiredLock

ferrosti

I assume this happens to input fields that have some jscript code running in the background.
Can you evaluate this and pin it down to some certain browser?

Here it seems not to be that worse using Firefox, rather than IE7. Switching to Firefox on Terminal Server is no option for us, though.

ferrosti

There is a migration whitepaper available at mysql.com for free (registration required).

Users are not the problem to scale in OTRS, its the number of tickets.

ferrosti

Klar, da hätte man auch eher drauf kommen können. Die Umleitung 2&>/dev/null ist völliger Murks. Schreib das bitte mal nach type -a crontab 2>/dev/null oder which crontab 2>/dev/null oder type -a crontab 2>/dev/null|wc -l um. Ich habe hier im Moment kein System laufen, auf dem ich das testen kann.

ferrosti

The only way is to set a global BCC: for every outgoing mail. Have a look at SysConfig.

ferrosti

Well, some research should be done yourself at least. It would be nice if you gave some details about your LDAP (Windows AD or openLDAP or whatever), User Login names as they login to windows, etc. In Windows AD $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; needs to be $Self->{'Customer::AuthM...

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