Can't locate CustomerLostPassword.pm by reset password

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mah
OTRS newbie
Posts: 8
Joined: 04 Jun 2019, 11:35
OTRS Version?: OTRS 6

Can't locate CustomerLostPassword.pm by reset password

Post by mah » 11 Jul 2019, 10:07

Hello everybody,

I have configured local customer DB for OTRS and the customer can log in to the portal successfully. But if the customer tries to reset his/her password by means of the links that he receives through "New OTRS password request" email, he ends up with the following error:

Can't locate Kernel/Modules/CustomerLostPassword.pm in @INC (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vend..

The fact is that OTRS looks for a file that does not exist. Can someone help me to solve the problem? :-|

Thank you in advance.

root
Moderator
Posts: 1851
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
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Re: Can't locate CustomerLostPassword.pm by reset password

Post by root » 11 Jul 2019, 11:00

Hi,

There is no module by default there which provides you to change the password via link.
Usually, it's a new password what is sent to the customer user which he can change via preferences.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

mah
OTRS newbie
Posts: 8
Joined: 04 Jun 2019, 11:35
OTRS Version?: OTRS 6

Re: Can't locate CustomerLostPassword.pm by reset password

Post by mah » 11 Jul 2019, 11:06

Thank you for your reply. But in the email, I receive only a link to change the password, not the password itself.
here is the email that is sent to the test customer:

Hi test,

You or someone impersonating you has requested to change your OTRS password.

If you want to do this, click on this link. You will receive another email containing the password.

http://xxxx/otrs/customer.pl?Action=Cus ... Zbf9UjLVdr

If you did not request a new password, please ignore this email.


root wrote:
11 Jul 2019, 11:00
Hi,

There is no module by default there which provides you to change the password via link.
Usually, it's a new password what is sent to the customer user which he can change via preferences.

- Roy

root
Moderator
Posts: 1851
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Can't locate CustomerLostPassword.pm by reset password

Post by root » 11 Jul 2019, 11:33

Hi,

You're right with this e-mail. But the CustomerLostPassword is not a single module, it's hardcoded inside of Kernel/System/Web/InterfaceCustomer.pm and can't be deregistred like regular modules.

I checked this on a vanilla test system and it worked out of the box. What's your exact OTRS version and the md5sum of Kernel/System/Web/InterfaceCustomer.pm? Please check also if there is a file Custom/Kernel/System/Web/InterfaceCustomer.pm

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

mah
OTRS newbie
Posts: 8
Joined: 04 Jun 2019, 11:35
OTRS Version?: OTRS 6

Re: Can't locate CustomerLostPassword.pm by reset password

Post by mah » 11 Jul 2019, 12:14

Hi Roy,
my OTRS version is:
otrs-6.0.18-01.noarch
md5sum:
5057bc2b2792780016f12dd15b037d45 /opt/otrs/Kernel/System/Web/InterfaceCustomer.pm

InterfaceCustomer.pm located under
/opt/otrs/Kernel/System/Web/InterfaceCustomer.pm
but under Custom I have not such a file.


root wrote:
11 Jul 2019, 11:33
Hi,

You're right with this e-mail. But the CustomerLostPassword is not a single module, it's hardcoded inside of Kernel/System/Web/InterfaceCustomer.pm and can't be deregistred like regular modules.

I checked this on a vanilla test system and it worked out of the box. What's your exact OTRS version and the md5sum of Kernel/System/Web/InterfaceCustomer.pm? Please check also if there is a file Custom/Kernel/System/Web/InterfaceCustomer.pm

- Roy

root
Moderator
Posts: 1851
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Can't locate CustomerLostPassword.pm by reset password

Post by root » 11 Jul 2019, 13:23

Hi,

Ok, the file is unchanged. At the moment I don't have any idea wo/ running through the system on my own. Sorry.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

mah
OTRS newbie
Posts: 8
Joined: 04 Jun 2019, 11:35
OTRS Version?: OTRS 6

Re: Can't locate CustomerLostPassword.pm by reset password

Post by mah » 16 Oct 2019, 13:06

I have fixed the problem by modifying the apache config file. It was a mistake in the forwarding rule from http to https. 8)

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