Znuny and ((OTRS)) Community Edition

jjurkus

Thanks, I've got it working!

It seems the built-in converter doesn't convert Kernel::Output::HTML::PreferencesGeneric to Kernel::Output::HTML::Preferences::Generic

And of course I also buggered up by writing the PreferenceGroup with a space.

jjurkus

In OTRS 5 I had a couple of custom agent preferences working. With the upgrade these seem to have vanished. I updated the xml file I created previously: # su -c "/opt/otrs/bin/otrs.Console.pl Dev::Tools::Migrate::ConfigXMLStructure --source-directory /tmp" -s /bin/bash otrs The new file ha...

jjurkus

Ugh, I gave up.

I've started using sendmail, and it works again. It doesn't look like it's using encryption, but whatever. Something to fix in the future, if ever.

jjurkus

It must be someting with the SSL cipher used. This is debug output from davmail (java): Ignoring unsupported cipher suite: TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384 for TLSv1 Ignoring unsupported cipher suite: TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384 for TLSv1 Ignoring unsupported cipher suite: TLS_RSA_W...

jjurkus

This is my current TicketGenerator-v6.pm: package Kernel::System::Ticket::Number::TicketGenerator; use strict; use warnings; use parent qw(Kernel::System::Ticket::NumberBase); our @ObjectDependencies = ( 'Kernel::Config', 'Kernel::System::DB', 'Kernel::System::Ticket', ); sub IsDateBased { return 0;...

jjurkus

SELinux is set to permissive, like it always has been since initial install.
The system has been rebooted after the update to load the new kernel.
Also, the mailserver is still resolvable.
I have yet to try to send e-mail from the shell to this mailserver. I'll try that next.

jjurkus

I have recently updated CentOS 7 to 7.6.1810, and now my SMTP is not working any more. I was primarily wondering if anybody else has a similar issue? All was working well with OTRS 6.0.15 and a previous version of CentOS 7. Unfortunately I can't roll back the upgrade, and now I'm stuck with a system...

jjurkus

With OTRS5 you mainly look first in Sysconfig.

Framework -> Core
DefaultLanguage
Default value: en

Change that, see if it helps.

jjurkus

I'm messing with auto-responses, and only now I see that e-mail sent from otrs includes an extra character: This is a demo text which is send to every inquiry. It could contain something like: Thanks for your email. A new ticket has been created. You wrote: > text blah blah Your email will be answer...

jjurkus

zbigniew wrote:Mail server is outlook365 cloud mail so we can exclude occasional mail server malfunction.

Not quite, there have been a few problems with office365. I have read a topic about this, but can't find it now

jjurkus

And to stop the entitlement checks add this to Config.pm: delete $Self->{"Daemon::SchedulerCronTaskManager::Task"}->{"RegistrationUpdateSend"}; delete $Self->{"Daemon::SchedulerCronTaskManager::Task"}->{"SupportDataCollectAsynchronous"}; delete $Self->{"D...

jjurkus

Is this also visible in the customer interface? I have not seen that. I have got rid of the entitlement checks, though.

jjurkus

This is what I do, stop the OTRS daemons, postfix and apache. Update via yum, run the update scripts, and start everything again. # su -c "/opt/otrs/bin/otrs.Daemon.pl stop ; /opt/otrs/bin/Cron.sh stop" -s /bin/bash otrs ; systemctl stop httpd postfix # yum install ./otrs-5.0.7-01.noarch.r...

jjurkus

If you had installed by package this step probably wouldn't be needed. I don't know what is available for Debian (well that's what ubuntu is isn't it?) so can't help you with that.

jjurkus

Have you tried these options?

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# su -c "/opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheCleanup" -s /bin/bash otrs
# su -c "/opt/otrs/bin/otrs.Console.pl Maint::Loader::CacheGenerate" -s /bin/bash otrs

jjurkus

Do you have a line like this in Config.pm perhaps?

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    $Self->{'AuthModule'} = 'Kernel::System::Auth::DB';

Maybe copy/paste your entire Config.pm here.

jjurkus

Maybe add this: # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, sscope => 'sub', }; It says 'if needed', but I don't know what the defaults are, maybe it doesn't search the entire ...

jjurkus

# agent data sync against ldap $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=root,dc=ufl,dc=edu'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'test'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Aut...

jjurkus

I finally got it working!

I don't know why.

I've changed the regexp and it worked. I had a lot of if statements to test various cases, but it didn't respond to any of those. Maybe only the first if is evaluated??

jjurkus

Can you connect to that LDAP with another tool, to make sure that it's working?

jjurkus

It's something related to RHEL. I have no idea how they work, but it has probably something to do with support contracts. If you feel you are entitled to a subscription you'd better contact your support contact or the one who has set you up with this RHEL instance. Stupid workaround: add those RHEL ...

jjurkus

Anybody? Of course I have searched, and found topics like this: http://forums.otterhub.org/viewtopic.php?f=53&t=16812 As the parsing of the ticket number is in the same file I also have modified that (see first post). Anyone else have modified the number generator and willing to share their file...

jjurkus

Yes, well, the perl-XML-LibXSLT is missing in RHEL7.. or so it seems when looking at the rpm search websites, and this red hat documentation: https://access.redhat.com/documentation/en-US/Red_Hat_Enterprise_Linux/7/html/Package_Manifest/ Ah, luckily there is a solution! http://forums.otterhub.org/vi...

jjurkus

Stupid question: what kind of LDAP are you using?

jjurkus

That's weird. Do you use Syslog for logging or your own file? If you use your own logfile, you should "less +F" this file... There is one problem with the system log in the admin area of OTRS: For each log entry it shows only the first line. If a log entry has several lines (e.g. a "...

jjurkus

With CentOS 7 perl-XML-LibXSLT is included in the base repository.

What's the output of these commands?

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#yum list installed | grep XSLT
# yum search XSLT

I install with this command, --nogpgcheck isn't needed?

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yum install ./otrs-5.0.7-01.noarch.rpm

jjurkus

Well, that almost made it work.. :( When the Kerberos tickets expired half of it didn't work any more. I've replaced mod_auth_kerb with mod_auth_gssapi, which aims to be "a replacement for the aging mod_auth_kerb." https://github.com/modauthgssapi/mod_auth_gssapi Apache config: <Location /...

jjurkus

And why not PostgreSQL? They have a yum repository available, so that's no hassle

jjurkus

Just change your basedn so it searches the entire tree:

BaseDN => 'dc=intra,dc=local',

jjurkus

It's an imap account and I also found out how to debug the match.pm stuff. Please tell me, cause I don't know how. Seems like the PostMaster.pm don't know about X-OTRS-CustomerNo during fetching. This Header is known when creating the ticket but then it's to late because the PostFilter can't set th...

jjurkus

d3nny wrote:Is it possible to debug the fetchmail script that I can see which variables are available?

Are you using fetchmail then? I think normally one would set up an imap mail account.

jjurkus

Have you also ran any of these?
Maint::Loader::CacheCleanup - Cleanup the CSS/JS loader cache.
Maint::Loader::CacheGenerate - Generate the CSS/JS loader cache.

jjurkus

EXG133 wrote:What are you TicketHook settings in Core::Ticket?

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su -c "/opt/otrs/bin/otrs.Console.pl Maint::Config::Dump Ticket::Hook" -s /bin/bash otrs
Ticket#

Ticket::HookDivider is also unchanged from the default.

jjurkus

Uhhh, rebuilding the config without deleting/changing ZZZAuto.pm? Or have you tried that?

Maybe a similar case: viewtopic.php?f=62&t=31426

jjurkus

Also use the system logs under the admin tab in the webinterface. I'm not getting everything in /var/log/messages, only mention of new sessions.

jjurkus

Any luck with imaps? Oh, wait, that's not it.. It looks like it connects, but maybe your mail account settings are off?

Have you tried user@domain.local and server.domain.local as user and servername?

jjurkus

Thanks for the reply. I do not filter customer users. I tried adding a new CustomerUser configuration, yet no luck. Your help is appreciated Below is my CustomerUser configuration: CustomerUserSearchFields => ['uid', 'cn', 'mail'], [ 'UserEmail', 'Email', 'userPrincipalName', 1, 1, 'var', '', 0 ], ...

jjurkus

Maybe try to disable the rich text input?

jjurkus

Yes, this is one of those subjects that have been discussed before. I've searched and read quite a few topics, the developer manual, but I'm doing something wrong. I have created a different ticketgenerator, to make the ticketnumbers take the form of $Year-$Count. For example, this creates a ticket ...

jjurkus

There is an option to cache the results of the LDAP queries. However, in your case I can spot something wrong, if you're using AD without any Unix extensions: CustomerKey => 'uid', should be: CustomerKey => 'sAMAccountName', And in similar places where uid is used. If you have multiple AD servers yo...

jjurkus

With my new installed OTRS5 this is run by default. The cronjobs are now tasks available in SysConfig.

Look in Daemon::SchedulerCronTaskManager::Task

dashboard-generate-stats.PNG

This is a task I haven't changed at all from default. Are you referring to this?

jjurkus

Cool thanks! We'll apply the same mapping from LDAP on agents as we're doing it on customer. Don't forget you need to edit quite a few things to make the LDAP mapping work: http://forums.otterhub.org/viewtopic.php?p=78419#p78419 I've created an .xml file and will just edit the Agent details by hand...

jjurkus

No, I have that too. It's just the directory you're in at the moment, the user otrs does not have rights to that directory.

jjurkus

I finally got it working! I first had an apache location set like this: <Location /otrs> Kerbstuff blah </Location> I finally saw others with this configuration, which is using a directory directive: <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None AuthName "OTRS login" Au...

jjurkus

There are two daemons.

Try this:

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su -c "/opt/otrs/bin/otrs.Daemon.pl start ; /opt/otrs/bin/Cron.sh start" -s /bin/bash otrs

This will at least start both of them. If you still get the message you might want to look in the system logs; admin -> system log in the webinterface.

jjurkus

Next time you might want to set selinux to permissive for a while, and make a policy afterwards. # setenforce 0 # yum install setroubleshoot-server # vi /etc/selinux/config set: SELINUX=permissive # cat /var/log/audit/audit.log | audit2allow -l -v -m local > otrs.te # checkmodule -M -m -o otrs.mod o...

jjurkus

Seriously? I was going to suggest that, but decided that might be stupid

jjurkus

You have probably already tried <OTRS_TICKET_Service>?

jjurkus

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su -c "/opt/otrs/bin/otrs.Console.pl Maint::Config::Rebuild" -s /bin/bash otrs
su -c "/opt/otrs/scripts/DBUpdate-to-5.pl" -s /bin/bash otrs

Did you run these commands when the otrs daemons were not running?

jjurkus

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<OTRS_CUSTOMER_REALNAME>
    To get the realname of the sender (if given).

Hmm, maybe the realname is not given?
How about using this:
<OTRS_Customer_UserFirstname> <OTRS_Customer_UserLastname>

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