Znuny and ((OTRS)) Community Edition

ferrosti

You can find all those programs in your $OTSR_HOME/bin directory.
And as jojo already states: have a close look at the UPGRADING file!

ferrosti

Your last log says it all: the otrs user is not allowed to connect to mysql. You need to add otrs@localhost to your mysql users and grant it access.

ferrosti

Ich wäre mit dabei.

ferrosti

After an upgrade make sure you executed all clean up scripts, session cleaning, cache cleaning and rebuilding default config.
After all restart apache and everything should work like a charm.

ferrosti

As the error states: have a look at the servers log!
Most likely you will find it under
/var/log/apache2/ *
depending on your configuration.

ferrosti

Using OTRSs search option you could only search for tickets of a specific day.
What you´d possibly should have a lokk at is OTRSs statistics module.

ferrosti

Every lock is written to a ticket´s history. There must be some other reason why you cannot find the ticket. Or you have mistakenly picked another ticket where this misbehavior did not appear.

ferrosti

Since this only happens sometimes it would be good to know
a) the version you are using, please update your signature!
b) the complete history of the ticket
c) in case a filter was used for import, its configuration

ferrosti

The otrs log should be somewhere in
$OTRS_HOME/var/log/
and named as configured (e.g. otrs2012-2.log)

ferrosti

$Self->{'AuthModule::LDAP::SearchUserDN'} = 'OTRS Search';

ist aber immer noch kein DN!

ferrosti

At least

Code: Select all

-bash: AddUser.pl: command not found

should be corrected to
otrs.AddUser.pl !

ferrosti

Please change the MAILTO parm to a valid address. For some reason this file does either not seem to be executed or the given program paths are invalid. Please enter some command that really works (like a mkdir or whatever) into the cron file. In case you still get no result you need to make sure tha...

ferrosti

Wow, this rather makes me assume, that your DB is corrupt.
In case you have a standard install, at least run a myisamchk to verify that your DB is alright.

ferrosti

In case this only happens on closed tickets you´ll have to edit your Queue settings in the admin area.

Otherwise I assume you do not include the TicketNumber in your subject, but you have OTRS configured to search a mails subject only for TicketNumbers.

ferrosti

What kind of mail server is this?
Please describe the kind of mail where the failure occurs more often on!

Please give more detailed information and don´t let me guess by nothing!

ferrosti

All of the files in var/cron say they are of the DIST type but the actual filenames don't end in DIST Are you sure your explorer shows file extensions? ATM I assume that you have configured your file explorer (as standard) to not show file extensions. Do you have a file named crontab.txt in your \O...

ferrosti

Does this happen with ALL mails in OTRS postbox or only with certain ones?
E.g. is it limited to 'receipt notifications' or whatsoever?

ferrosti

What about hint 1)?
Are you able to login to this postbox using POP3 with this user and delete mails?

ferrosti

Find out which charset this MSSQL servers table is of and insert this into the source charset configuration. In case your MS SQL server uses ISO encoding in this case make sure you use 'ISO-8859 -1 ' or whichever you need, but you are missing the -1 part. Since it seems you have an extra table for y...

ferrosti

Please restore your
/opt/otrs/var/httpd/htdocs/js
directory from OTRS sources and set permissions correctly.

Does this help?

ferrosti

There are several posts in this forum regarding this topic. The step from 3.0.9 to 3.0.10 (why not 3.0.11?) is an update, no upgrade. Make sure you have a full backup, copy the zip file contents to the OTRS directory, overwriting existing files, make sure file permissions are correct, delete OTRS ca...

ferrosti

Make sure your mailbox user is allowed to delete mails in this postbox.
Which protocol are you using? POP3 or IMAP?

ferrosti

What does your log say? Is there some entry, that says PostMaster is already running?

ferrosti

1GB for a query_cache on a 512MB machine is usally no good idea

max_allowed_packet should at least be the maximum size of a single email. In case you allow 16MB for a single mail, don´t go below this value, rather add 50%.

ferrosti

The only way to handle this would be to create a filter and close them.
BUT have in mind, that a 'Thanks, hint one works, but I still have problems with the second one.' would be closed, also.

ferrosti

I have recently had a phonecall with René Bakker. He told me that it would be possible to buy Feature AddOns separately, but it were almost the same price as if it came in a bundle with a subscription.
Since this is about sales anyways, you should either drop them a mail or give them a call.

ferrosti

I got plenty of users who get shown negative numbers of watched tickets. I am not sure what to do, since I already deleted all caches and rebuilt ticket index (static). Version is 3.0.5, in CVS log I did not find any solution to this problem in later patch levels. It is quite weird that some users h...

ferrosti

@quazi1214 Please get into mySQL administration. Its documentation about backup and restore is very well written and understandable. 'mysqldump' is not intended for restore purpose! Please make sure that you understand what you are doing and read at least the very basics of your programs manuals. A ...

ferrosti

This error has already been discussed here. A search could help.

First bind is about the search user not being able to login.
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=abcd,dc=somedomain';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxx';

ferrosti

You were looking at the Frontend settings, you need to go to the Ticket settings:

SysConfig => Ticket => Frontend::Agent::Preferences

ferrosti

Have a look at
Frontend::Agent::Preferences (Ticket)

ferrosti

This might be due to cacheing effects. Changes in Config.pm go active right away. Except one played around with apache mod_perl config and entered Config.pm for compilation on startup. On major changes a $OTRS_HOME/bin/otrs.DeleteCache.pl usually does the job. Please fill your forums signature for u...

ferrosti

Wenn ich mir das CVS Log ansehe, dann kann ich darin keine Umsetzung erkennen. Vielleicht wird das auch ein eigenes Paket?
http://source.otrs.org/viewvc.cgi/otrs/ ... iew=markup

ferrosti

Which of the tricks have you tried already?
A description of your AD could be somewhat helpful.

Please fill your signature!

ferrosti

Please fill your signature with your setup. This eases troubleshooting.

ferrosti

In case this is a Microsoft Windows AD, make sure that $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'REMOVEDUSERID'; is a full DN, not only an ID $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'REMOVEDPW'; there are no problems with some special chars in PWD $Self->{'Customer::AuthMo...

ferrosti

I´d wipe this installation and reinstall from scratch. In case this user is missing, which is usually created automatically during installation you might have screwed up something. It seems you have only very little knowledge about Linux, which is OK, but I´d rather recommend a system that can be co...

ferrosti · Re: Update 3.0.6 => 3.0.10 Well, you should restore your old config, of course!

Well, you should restore your old config, of course!

ferrosti

There is nothing special on updates. Do not mix up UPGRADE and update! Take the .tar.gz, copy its content over your OTRS installation, run otrs.SetPermissions.pl and otrs.RebuildConfig.pl and you´ll be good to go. Next step is to login, start Package Manager and reinstall your packages and everythin...

ferrosti

You can find both answers in the admin manual. Since you know ITIL you should know what a 'service' is.

ferrosti

On linux systems I won´t stick to package based installation. IMHO it is far more comfortable to just take the .tar.gz and install from this one. Well, apache configuration might be a little tricky for the first time and Linux beginners. Your OTRS home usually is /opt/otrs, not /home/otrs, since thi...

ferrosti

Hi, Daniel! Are there any news regarding tidbit? There is nothing new to the blog. I just finished OTRS 2.3 to 3.0 upgrade the last weekend and I need some new challenges :) After all I must say you are quite right about the admin link and templates. To have it more open I´d suggest to expand the me...

ferrosti

Another option could be to setup a GenericAgent for each queue and set its specific owner to all 'new' tickets.
Besides of that I won´t go the way to set an owner per queue, this rather sound like you´d want to set a responsible per queue.

ferrosti

Check whether you have set otrs.PostMasterMailbox.pl with the '-f' (force) flag somewhere in your cron files. This program writes a PID to DB and in case it finds a running job at startup it will quit, telling that another process is already running. The only thing that can happen in your scenario i...

ferrosti

OTRS should follow the OU tree, at least it does here 8) Adding digits to the variables is made to have more than one connection/source. In this case you´d set up one block with all parameters with the same digit for the same source. $Self->{'AuthModule::LDAP::UserAttr1'} = 'DN'; should NOT work on ...

ferrosti

You´d need zabbix to reply with the respective TicketID. Then you could setup a filter to close the ticket on certain kinds of words in its body.

There was a monitoring package for OTRS, but I am not sure whether this is ported to 3.0, already. Maybe this could do some more tricks.

ferrosti

Maybe I am a little misunderstood.
By default all text is HTML formatted in RTE and all I want is to have it in plain text. So I´d rather expect a switch in a place I don´t know than some new programming.

ferrosti

Does anyone know a way to switch RTE to plain text per default, when replying to mails?
I do not want to switch it off completely, since I use scayt for spellchecking.

ferrosti

Please read the manual I am almost certain, that you changed your /opt/otrs/var/cron/postmaster_mailbox, but you did not run Cron.sh afterwards, since the old jobs were still alive. `crontab -l -u otrs` will show you exactly how OTRSs crontab looks like at system level. Doing a mix of fetchmail with...

ferrosti

No.

Good point.

“The horizon of many people is a circle with zero radius which they call their point of view.” (Albert Einstein)

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