Znuny and ((OTRS)) Community Edition

HervE

Hello forum, Is it possible to set a ticket dynamic field with a customer user value at ticket creation? I've got a ticket dynamic field, named "entity", in which I want to put the customer ID at the step of ticket creation. I thought of 2 ways to do that: 1) Generic Agent 2) SysConfig > T...

HervE

OK, many thanks.

Regards,
HervE

HervE

Interesting.

Which one of the 2 scripts do I have to run myself?

Regards,
HervE

HervE

Hello, The 2 issues are solved today, although I did nothing. I guess the system was 'synchronized' with the database but how? Is one of the two Cron actions below responsible of this? 20 0 * * 0 C:\otrs\StrawberryPerl\perl\bin\perl.exe C:/otrs/OTRS/bin/otrs.DeleteCache.pl --expired 30 0 * * 0 C:\ot...

HervE

Hello forum, Sorry if it is already on this forum somewhere. A quick search didn't make it appear to me. I created then ran 4 scripts to: - add columns to customer_company - populate customer_company - add columns to customer_user - populate customer_user In Config.pm I mapped the new columns, and I...

HervE

What is a "file"? Oops, sorry, I meant "queue". (French translation of "a queue" is "une file". And since the word "file" means another thing in English, it is very confusing.) OK, let me edit my first message. Thanks for your reaction! Regards, HervE

HervE

Hello forum, I was asked this: Is there a way to add an alert when there are too many open tickets in a queue? Of course, "too many" means: more than a given threshold (parameter). And "alert" could be whatever: a notification to the agents linked to this queue, or a new grid in ...

HervE

I understand the problem is at SMTP server. I was just replying to you because you said "otrs@myfirm.fr is the sender. The SMTP authentication doesn't allow that sender." It does indeed, because it lets this sender reply, forward and notify. But bounce is different, because like I said otr...

HervE

Yes, I know it can be. But it my case it is not.

Regards,
HervE

HervE

Yes, that's it. 'A' wrote a message to otrs@myfirm.fr, so the message is "From 'A' to otrs@myfirm.fr" Bouncing this message to 'B' should lead 'B' to receive a message still mentioned "From 'A' to otrs@myfirm.fr" ... although 'A' never wrote to 'B'. So otrs@myfirm.fr must have th...

HervE

Do you say that because you saw @server.exchange.local in the MessageID? The MessageID suffix has to do with the original sender of the message I'm trying to bounce, not with the actual sending process. For instance, here is another example somewhere else in the log file: [Thu Sep 18 16:09:16 2014][...

HervE

So how do you explain it does allow this sender for reply, forward and notification?
For this "otrs@myfirm.fr" is the only system address, and applies for all queues.

Regards,
HervE

HervE

We seem to be missing each other in what we're trying to say. I've got the same feeling. I beg your pardon, for I'm not used to these techniques so I may not use the appropriate vocabulary. (Let alone the language barrier, that I do my best to jump over!) To understand each other better, I suggest ...

HervE

So you mean the answer to my question is 'yes'. Yet I need it to be clarified. In the very principle of "bounce" function, the sender address is the one of the original mail, so necessarily it is not supposed to be sent by the host SMTP, right? However, I have already seen it work in the p...

HervE

Oh, I forgot to mention that sending mail works fine in all other cases than 'bounce', i.e. reply, forward, notification.

Is "bounce" a different functionality that requires different permissions?

HervE

HervE

Hello forum, I get an error whenever I try to Bounce an email: [Thu Sep 18 16:59:46 2014][Error][Kernel::System::Email::SMTP::Send][155] Can't send message: 550Start mail input; end with <CRLF>.<CRLF> 5.7.1 Client does not have permissions to send as this sender ! Enable Net::SMTP debug for more inf...

HervE

Yes, sure.
(Sorry, I didn't practise for a while and I'm a bit rusty

)

Regards,
HervE

HervE

a generic form that allows spoofing of email addresses. Not if there is a mechanism that looks for it in the customer_user table, just like there is in AgentTicketPhone form. I was told in some programs the customer request form includes a radio button "For me: yes or no"; if you check 'n...

HervE

Thanks for your answer. Yes and no. I see what you mean, and since I have a little experience of OTRS use, I thought of that too. But... ...once you have indicated the "real customer", there is no track in ticket information about the "declarant" (although, of course, if you repl...

HervE

Hello forum, I have to face to the following case: make it able to distinguish between the declarant of a ticket, and the beneficiary of the same ticket. Indeed it occurs that the person who declares the incident (or the request) does it on behalf of another person (the beneficiary). Typically, a se...

HervE

Since I solved my IIS configuration issues (see this topic and this topic ), Single Sign On naturally followed (provided of course that Windows Authentication is enabled in IIS). At least with Internet Explorer. With Firefox I still have an authentication popup for some reason, but never mind since ...

HervE

Hello forum,

This is solved!
I was missing an important configuration in IIS: add a virtual directory with the alias otrs-web, pointing to C:\otrs\OTRS\var\httpd\htdocs

Now it works fine even with IIS!

Regards,
HervE

HervE

Hello, Although it works fine with Apache, I installed DBD::mysql (because it was stated as "Not installed"). Now I've got something with IIS, although not completely what's expected. This is a raw HTML view: IIS HTML view.png When I click on a blue link... nothing appears, as if I hadn't ...

HervE

I switched to Debug mode and got this in otrs.log: [Wed Sep 10 17:47:29 2014][Debug][Kernel::System::Web::InterfaceAgent::new][84] Global handle started... [Wed Sep 10 17:47:29 2014][Debug][Kernel::System::Main::Require][161] Module: Kernel/System/DB/mysql.pm loaded! [Wed Sep 10 17:47:29 2014][Debug...

HervE

Just impossible. By the way, OTRS in general should be careful enough not to cut itself from the Windows people. To tell you my story a bit, I installed and used OTRS at a customer's under Windows during 2 years, and I think I did something beautiful and it worked fine. Now I am about to install it ...

HervE

Thanks, and good idea! Actually I ran CheckModules twice: 1) using the Perl version I downloaded from ActivePerl, and here is the result: CheckModules (ActivePerl).png Inbetween, I got this strange pop-up: CheckModules - OCI.dll missing (ActivePerl).png It's in French, but clear enough: OCI.dll is m...

HervE

Thanks. I did it: C:\>echo %PERL5LIB% C:\otrs\OTRS\Kernel\System\ C:\> But got the same log: *** 'C:\otrs\OTRS\bin\cgi-bin\index.pl' log message at: 2014/09/10 14:22:42 'C:\otrs\OTRS\bin\cgi-bin\index.pl' script produced no output *** 'C:\otrs\OTRS\bin\cgi-bin\index.pl' log message at: 2014/09/10 14...

HervE

Thanks for your answer. This hints that the needed file (driver in this case) is not found in the Perl path. To test if that would resolve your issue you can export the variable: export PERL5LIB=path/to/DBD-folder How can this be done? (note that you shouldn't directly point to mysql.pm) What do you...

HervE

I uninstalled and reinstalled completely ActivePerl version 5.16.3.1603.
And now my Perl test scripts work!

...But OTRS doesn't unfortunately.
I've opened a new thread about this new problem.

Regards.
HervE

HervE

Thanks.

Your screenshot gave me the idea to uninstall and reinstall completely ActivePerl version 5.16.3.1603.
And now my Perl test scripts work!

...But OTRS doesn't unfortunately.
I've opened a new thread about this new problem.

Regards.
HervE

HervE

Hello forum, In my Firefox browser, using IIS, http://localhost:8080/otrs/index.pl only leads to the sentence: Script failed to send data. So I cheked PerlEx logfile " PerlEx-Err-002.log ": *** 'C:\otrs\OTRS\bin\cgi-bin\index.pl' log message at: 2014/09/10 09:55:10 'C:\otrs\OTRS\bin\cgi-bi...

HervE

That's interesting.
Could you tell how your handler mappings are configured in IIS please?
In particular, which Perl file is associated to *.pl?

Regards,
HervE

HervE

Hello Vicky,

Yes I have read somewhere on this forum that 1603 should be used instead of 1604.

Are you using IIS?
I'm still stuck in the configuration. Still something must be wrong in my Perl handler mappings, but I don't know why?

Regards,
HervE

HervE

Jeff08 wrote:Ok, works perfect now, I've edited the httpd.conf file:
(...)

Thank you for this one!
I managed to make SSO work... at least with Apache.

Because I am still stuck with IIS configuration: can't even make OTRS work at all with IIS!
Can anyone help?

Regards,
HervE

HervE

Hello, Thank you for your answer. Actually I am not at the layout stage already. I am just looking for the right way to configure IIS so that Perl is working. So, in IIS Handler Mappings, I added the following Module Mapping: Mappage Perl PL.png And got the following error: erreur 500.0 code 0x80070...

HervE

Hello adi,

I've got the same error code as your first message: see here.

I don't know how you managed to the other error code.
And most of all, I still don't how to solve this kind of issue, despite all my research over the web.

Does anybody have an idea?

Best regards,
HervE

HervE

Hello,

I still can't figure out my problem of Perl configuration in IIS.
The handler fails, whatever the URL is, provided that it ends with .pl

I've read many pages over the Internet, nothing helped.
(Maybe a permission issue??)

Does anybody have a clue for me?

Best regards,
HervE

HervE

I downloaded an older version PerlEx30.dll and created a C:\Perl\bin\ folder to put it into. So that now my handler mapping named PerlEx associates *.pl to C:\Perl\bin\perlex30.dll As a result, still an error, but with a different error code: 0x8007007e (instead of 7f). Can anybody help, because I r...

HervE

Hello,

Thanks for your answer.
Indeed I've got a problem prior to SSO: my IIS configuration is wrong, probably due to wrong version of Perl (?)
Hope solving the issue with IIS configuration will solve the SSO issue too...

Regards,
HervE

HervE

Hello, Wrong good news. It worked this morning, yes... but with Apache! Indeed I was too much into IIS configuration, and didn't even notice Apache service was running. I stopped it and now OTRS doesn't work. Running the URL http://localhost:8080/otrs/index.pl leads to an HTTP error 500.0 - Internal...

HervE

Hello, I'm back from holidays. I reinstalled all OTRS and tried again SSO with HTTPBasicAuth. With the same result: User: No $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: 127.0.0.1). Like I said in my first message, I added Perl code to list environment variables, and as a result it app...

HervE

Hello,

This morning it works.

I don't know why, for nothing changed except the reboot.
And the URL: http://localhost/otrs/installer.pl (but I'm sure I've tested this yesterday already).
And the Default Web Site appears stopped in IIS.

Regards,
HervE

HervE

Hello,

Thanks for your answer.

Actually as handler I use perl516.dll contained in StrawberryPerl which comes native with OTRS Win installer.
In a previous installation I configured it this way and it worked.
Now something (that or something else?) fails.

Best regards,
HervE

HervE

Hello, I am installing OTRS on Windows again, with IIS. After downloading and launching otrs-3.3.8-win-installer-3.0.6.exe , I configured IIS using this page . However, I just can't finish the installation since installer.pl fails. Running the URL http://localhost:8080/otrs/installer.pl leads to an ...

HervE

Thanks for your answer. https://www.google.com/search?q=site:forums.otterhub.org+iis+sso I already had a look at many of these. No help, since most of them use SSO with LDAP, whereas I'd like Windows (i.e. HTTPBasicAuth, if I understand correctly). Some have used Shibboleth to handle this. So I deci...

HervE

Hello, I'm currently about to deploy OTRS to a new customer. A prerequisite of this customer is, the user mustn't have to log in since he is already logged in Windows. This means I have to set Single Sign On (SSO) for both OTRS portals (agent and customer interfaces). Through SysConfig I modified Cu...

HervE

Hello, I've downloaded and installed Znuny4OTRS-CTI. It says: "#5 Znuny4OTRS - CTI Integration This package integrates your telephone system in OTRS. For incoming calls, the telephone ticket interface is displayed with the corresponding customer data (identified by caller ID). For outgoing call...

HervE

Many thanks for your answers. I'll give it a try.
HervE

HervE

Hi, Here I am again! Is there an OTRS extension (add-on, package...) that connects to telephone? For instance, recording a telephone message and adding it as an attachment in an article of a ticket... Or dialing through VoIP a telephone number that is stored in OTRS... And so on. Best regards, HervE

HervE

Thanks for your explanations.
I did like you said.
Result: Your key was imported without any problem using the command line.

Now back to OTRS, what can we conclude from that?

Regards,
HervE

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