Can't locate CustomerLostPassword.pm by reset password

[mah]

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]

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

[mah]

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.

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]

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

[mah]

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.

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]

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

[mah]

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