Znuny Open Source Ticketsystem

mritorto

guys

thanks i can now send emails to and from the otrs server .

I am using the smarthost option.

I just hope I sent up the agent right to send emails on the fly went tickets are generated.

mritorto

my otrs server can fetch the mail from my exchange server.

I want the otrs server to send emails to my mailboxes on my exchange server.

mritorto

the admin manual does n't help .

I need the box to communicate with my exchange server.

emails only work going from exchange to otrs server and not the other way around.

I sent up the postmaster and email address for the system and a bind dns server on the otrs server and still no go.

what logs ...

mritorto

i found it.

Now how do a I get emails from the otrs server to my users?

mritorto

i know how to get to sysconfig but what area in the sysconfig can I turn off mx record checking

mritorto

where is the sysconf. Please note I am usint otrs 3.x

mritorto

my agents are not getting notifications because their email addresses failed the mx record check.

Keep in my that we are using AD for authentication and user account creation.

do I need dns to run on the box?

can I turn that mx record check off?

marc

mritorto

okay I got the ticket generated in the system now how do I send a notification to different members in my company that there is a ticket open.

mritorto

the email would generated by our vendors systems

I just need to know how to generated tickets via email.

any help would be helpful

marc

mritorto

guys,

is there a way to generate new tickets based upon an email sent from another server ?

For example if we have scheduled job on server a that logs at the logs and then sends an email alert to otrs that some thing is wrong. Can the otrs application that resides on server b generate a ticket ...

mritorto

how do i do that

mritorto

i was looking for a yes or no answer to speed things up

mritorto

can I run more than one version on the same machine?

mritorto

guys

can i do a direct upgrade from otrs 2.3 AND OTRS ITSM 2.1 to the new beta 3.x versions?

mritorto

I installed the packages. I just want to confirm that the installation went well.

I dont see the fields within a ticket populating

such as service,sla & type

mritorto

I am using otrs 2.4 & ITSM 2.0.3

mritorto

how do i confirm the installations of packages such as incident problem management, change management& service level management.

I don't see the any icons for it in the admin area

unless they go by a different name see below

[ Responses ]
[ Responses <-> Queue ]
[ Auto Responses ]
[ Auto ...

mritorto

how do i install the net::dns module

I got yum working but not cpan

mritorto

its still not working

I did not do the dns portion yet but why would I need it if I am going thru a proxy server?

mritorto

guys

I am having issues accessing the packages area within the admin area of otrs.

I need to configure the proxy settings for the server some where is some file . Any help would be appreciated.

Below is what the logs have

^C
[root@Snakeeyes log]# tail -f messages
Jan 21 13:34:16 Snakeeyes OTRS ...

mritorto

what about the mysql db? does the otrs script back that up as well?

marc

mritorto

has anyone step the otrs server with any replicaiton software like double-take

mritorto

What files or directories or mysql dbs need to be backed up in order to restore an otrs server?

Also can a replication software like double=take or xosoft be used for replicate the data from one otrs server in one site to another site?

mritorto

is there a way to have the config.pm look at the ad directory and the otrs local db for authentication just in case the domain controller is down or so I can still use the local root acct to manage otrs?

mritorto

guys

I got it to work with these settings

# --
# Kernel/Config/Defaults.pm and copy your wanted lines into "this"
# config file. This file will not be changed on update!
#
# --

# Enable LDAP Authentication for Agent #
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP ...

mritorto

guys

when I restart the otrs service i get this message

Starting OTRS..
Checking httpd ... done.
Checking MySQL ... failed.
--> Please start the database at first! (service mysqld start) <--
[root@Snakeeyes ~]#

how do i fix it

mritorto

guys

when I restart otrs serviveI get this message
Starting OTRS..
Checking httpd ... done.
Checking MySQL ... failed.
--> Please start the database at first! (service mysqld start) <--
[root@Snakeeyes ~]#

would that be the cause of why I can't login in with my ad account

mritorto

whats the difference between member and memberUid?

This "could be" member, but if you want memberUid, keep it.
$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';

mritorto

my config came from the wiki site

mritorto

what's the difference here

mritorto

i noticed otrs is putting // in my username

memberUid=CN=Ritorto\\,Marc,OU=User Accounts,DC=sumitrustusax,DC=ad)'! (REMOTE_ADDR: 10.10.5.6).

why is that

mritorto

i now move my otrs group to a another ou in ad with out a space

I now see these messages in the log

Oct 15 17:36:52 Snakeeyes OTRS-CGI-10[8982]: [Error][Kernel::System::Auth::LDAP::Auth][Line:276]: Search failed! base='cn=otrs,ou=Test,dc=sumitrustusa,dc=ad', filter='(memberUid=CN=Ritorto\\,Marc ...

mritorto

i am noticing that my linux server is 5 mins behind my domain controller. Would that affect it?

mritorto

hey in that wiki link you gave me

:lol: they have 'member'; and not memberuid . Which should be used?

it has this $Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'AuthModule::LDAP::UserAttr'} = 'DN';

You have this

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

mritorto

i still can't get it to work

i tried uncommenting the dn, then uid and then uncommenting both

You need to uncomment *one* of these (probably the DN line):
# $Self->{'AuthModule::LDAP::UserAttr'} = 'UID';
# $Self->{'AuthModule::LDAP::UserAttr'} = 'DN';

here are the logs

[root@Snakeeyes Kernel ...

mritorto

let me see

mritorto

at first with the suffix uncommented out I tried using the username hawkman@domainname.com.

I now commented the section 8 out so I am using just hawkman.

do I need this search option?

# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read ...

mritorto

hmm i dont see a space in the config file

mritorto

i commented the suffix section out and now i get this message in the logs

Oct 10 03:43:01 Snakeeyes kernel: imklog 4.4.2, log source = /proc/kmsg started.
Oct 10 03:43:01 Snakeeyes rsyslogd: [origin software="rsyslogd" swVersion="4.4.2 " x-pid="923" x-info="http://www.rsyslog.com"] (re)start
Oct ...

mritorto

are you saying I should comment the following lines like this:

# in case you want to add a suffix to each login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists user@domain.
# $Self->{'AuthModule::LDAP::UserSuffix'} = '@sumitrustusax.ad ...

mritorto

I was wondering if otrs would recognize a space in the names of the ad ou structure see below

$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrs,ou=security groups,dc=sumitrustusax,dc=ad';

This account exists in the ou name security groups - would otrs understand that there is a space between the ...

mritorto

i thought that had to be in there to logon using username@domainame.com

am i wrong?

marc

mritorto

I commented out the singlelong info in the config.pm and now I get this message in the messages.log

authentication failed, no LDAP entry found!BaseDN='dc=sumitrustusa,dc=ad', Filter='(sAMAccountName=root@localhost@sumitrustusa.ad)', (REMOTE_ADDR: 10.10.5.6).
Oct 6 15:44:10 Snakeeyes OTRS-CGI-10 ...

mritorto

guys

okay I made the following mofications to the config.pm file see below (some things were change for security reasons)

I now get this message

Oct 6 15:24:53 Snakeeyes OTRS-CGI-10[3132]: [Notice][Kernel::System::Auth::HTTPBasicAuth::Auth] User: No $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER ...

mritorto

please note I am running otrs on fedora 13

mritorto

guys

I modified the config.pm file so I can have my user autheticate using their AD acccount but its not working

See the logs below.

ry))
Oct 5 11:55:00 Snakeeyes OTRS-CGI-10[2215]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment ...

mritorto

hi support

I am not behind a firewall. I have the files on the server.

any way I got it to work

Now I need to integrated it with active directory and with a single logon. Is that possible

mritorto

I see these messages in the httpd errorr_logs

Script timed out before returning headers: index.pl, referer: http://localhost/otrs/index.pl?Action=A ... ageManager

any help would be great

mritorto

I know get this message when I try to install the itmsproblemmanagement module

The gateway did not receive a timely response from the upstream server or application.

any ideas

mritorto

guys,

I got a little further after I figured out that those other .cnf files were templates so I bumped up the max packets allowed to 32m

I know get this message when I try to install itmsproblemmanagement

The gateway did not receive a timely response from the upstream server or application ...

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