> On Mar 9, 2016, at 10:26 AM, "dhils...@performair.com"
> wrote:
>
> David;
>
> The message is coming from OTRS, of course the MTA is unconfigured, the only
> thing the server does is run OTRS.
The message you quoted is an Exchange message, so the problem is
Look into configuring a real host name for outgoing mail (or rewrite all
outgoing headers to u...@performair.com) in your MTA configuration. That
message usually triggers due to Exchange detecting unconfigured mail servers.
'Root@localhost' is usually a sign of an unconfigured system.
> On Mar
On Feb 12, 2016, at 7:30 PM, John Meyer wrote:
> Postfix and I usually get along very well, I'd like to continue using it if
> at all possible.
It has its quirks for very large configurations, but if it works for you, go
for it.
> If I remove the sendmail settings from
> On Feb 12, 2016, at 8:00 PM, John Meyer wrote:
> It is still a mystery to me how the mails are being sent when SMTPTLS is in
> use. Either way, just using the system’s configured MTA is preferable.
Directly connect to the SMTPTLS port and build the protocol stream
I am using OTRS with SMTPTLS to send all email to an outbound mail relay
(postfix) and this is working perfectly. However, I am unable to locate where
the logs are being stored.
Normally, /var/log/mail, or wherever syslog puts the mail.* entries. See
/etc/syslog.conf.
Also, if by some
> My understanding of ITIL tells me that these type of things should be handled
> as problems under exact customer service.
>My boss on the other hand thinks that for these type of situations should
>exist separate technical services like billing or customer care.
>Do you have any thought on how
Out of the box, OTRS still has some rough edges for clustered configurations.
It still stores some configuration info for individual nodes in node-local
storage, which can be tricky to manage and still keep the cluster configuration
consistent. We did some mods to move all configuration
2015-05-23 9:02 GMT+02:00
Hi and thanks for the answer. What do you mean with some configuration info
for individual nodes? I was thinking that having a single otrs on a
clustered fs would avoid to have any file stored elsewhere than the cluster...
I probably should clarify. What we were
Given that no email system reliably can deliver such a thing or can define what
it actually means, I'm not sure it's all that useful. What does delivered
mean? In the customer's inbox? Opened? Read? Understood (if you can do this
one, you'd be super rich)?
is it already in OTRS Request for
I would think long an deep before implementing it, though. It opens up a can
of worms. If it works, which depends on the receiving side, OTRS will receive
an answer to your agent's mail. As OTRS does not have much of a chance to
know it's just the has been received notification (they look too
These are handled differently by OTRS - for
databases other than MySQL, OTRS stores them in BASE64 encoding. The
conversion can be done with Postgres using encode(column, 'base64').
I'd rather see MySQL use base64 too. All the world isn't Intel-based, and at
least base64 is not ambiguous what
LONGBLOBs are just streams of bytes. Intel or not (endianness) should not
matter when you fetch and store the data using database methods.
BLOBs are good for storing binary objects such as attachments or emails that
you want to keep in their original encoding. Everything else should be stored
The 15 minutes can be to get a logon screen.
Or if already logged in to switch screens.
That sounds more like a resource constraint problem on the server running the
OTRS code than a database problem - OTRS is a relatively large application, and
can be fairly demanding on application server
Is it possible that your Apache is configured to try to do reverse lookups on
incoming connections, and you're getting timeouts from DNS on the reverse
lookup?
Or that one or more of your DNS servers is not responding?
At least in that example, if something is trying to do reverse lookups, the
We are using a remote MySQL database (remote as in not on the same machine as
the OTRS installation but in the same network vlan).
Is this a recommended or supported setup? We are seeing slowdowns of up to 15
minutes on the OTRS system occasionally.
Yes, that's a perfectly fine setup, but
I don’t think there’s a standard method to do this – SMTP doesn’t really have
the concept of message priority, so the user agents do it in different (and
incompatible) ways. Your best option would be to see if you can get a look at a
raw message with all the headers and see what your most
ITIL is a set of guidelines, not a destination, and it’s as much a business
process evolution as it is a technical implementation. Have you planned what
the business should look like at the end of the transition? If you haven’t done
that, then starting to configure the tool is wasted effort
I notice the link you provided uses RADIUS for authentication instead of the
others I pointed to that use Kerberos. Would you say that this is a simpler
and more supported way of handling the SSO issue?
I’m not Gerald, but I’ll speak up: No, unless you have another REALLY
compelling reason
Error Error Message: POP3: Auth for
useritsupp...@m.com.lr/mail.m.com.lrhttp://itsupp...@m.com.lr/mail.m.com.lr
failed!.
Your userid or password is wrong.
Test this by using a normal mail client. If you can't access the mailbox from a
normal mail client, contact your mail
Thanks, but this is where I believe my problem is
[From Otrs Portal: If you cannot use mail accounts to get the email into OTRS,
the command line program bin/otrs.PostMaster.plhttp://otrs.PostMaster.pl
might be a way around the problem. It takes the mails via STDIN and pipes them
directly into
that's exactly what I followed. My first impression is that with such a setup,
changes cannot be created/executed in a sane way. I'm a developer myself, so
conditions and actions are not foreign for me, but if I have to define this
huge number of conditions for each change I have to manage,
If a ticket HAS an escalation SLA, it should be impossible to circumvent the
escalation without a update to the ticket saying why and who authorized the
exception. One simple way to work with that: create a script that can be run to
update the ticket via email. That should reset the counter
Short version: tell the agents not to do that. OTRS isn't intended to be a
general purpose messaging system. If it's ticket-related, the sending agent
should post it directly into the ticket as a comment.
On Feb 17, 2014, at 4:26 PM, Leah Kelly lke...@tenstreet.com wrote:
Hi all - you’ve
IMHO, this is one of the arguments for structuring queues based on a service
type, rather than an individual, but...
If you've structured things with one queue per person, isn't this what you WANT
to happen (the original person maintains the overall responsibility for the
ticket, and the
Don't put them on the same server, for resilience reasons. You could do it, but
it's easier to run 3 separate machines so that functions are isolated.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of James
Carroll
Sent: Friday, February 07, 2014 10:05 AM
To: otrs@otrs.org
Exactly this. It (virtual machines) also makes cloning the production instance
for upgrades ( especially major updates ) which is a LOT safer. If we can over
time move ALL the configuration stuff into the database, it'll be even more
handy. VMware ESXi is plenty good enough for this
Do you have some database that would map arbitrary user A to the customer
entity in OTRS? If the domain is the same for all users and you have no
information about the relationship between incoming message from user A and
customer ID B, I don't see how OTRS could do this -- it has to be able to
Following install of ITSM packages on RPM version of current release, Centos 6
x86_64:
Forwarding for documentation purposes.
One additional change was needed:
# cd /opt/otrs
# bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=apache --web-
user=apache --web-group=apache /opt/otrs
It would help if you showed us what errors you are receiving
But Error showing , can anybody help me or give Exmple :
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Have a look at the actual error messages:
Your storage engine is InnoDB.
These tables use a different storage engine:
Your current MySQL default storage engine is set to InnoDB. The listed tables
are not using InnoDB. MySQL doesn't like databases that use mixed storage
engines. Consult the
Checking OTRS Scheduler service Not Running!
Error!
Maybe your database isn't configured yet?
Did you do the setup steps in the documentation for the OTRS Scheduler service?
-
OTRS mailing list: otrs - Webpage:
google contacts database
I think you'll need to be a bit more specific here. Do you want to access a
users' contacts, or something stored in Google Docs, or ???
If a user's contacts, then there is a Google API for this, but you'll need to
write some code to do it. An easier way is to use one
Thanks David for the quick reply. Any open source Google contacts management
utilities which you can point me to work on it.
Google linux google contacts sync LDAP. There are several good choices.
Choose the one that fits your environment best.
Well, I'd suggest:
1) Capturing whatever error messages you can with some context. Just
posting the error, it's impossible to tell.
2) Grep the source for CKEDITOR
3) Try some things yourself
4) Hire some support. You're really beyond the community support level;
given
The information OTRS has for authenticating to your outbound SMTP server is
incorrect. Verify you have the correct userid and password, and enter them in
the OTRS control panel.
If you still get this error, then your SMTP provider has changed your
information and you need to pursue it with the
As suggested by Steven , if searching article update solves, i tested, can we
run the search using command line?
Since you're writing the code, make it work the way YOU want it to work.
Just like reports , can the searches be run using some pl file?
He's suggesting you do direct SQL queries
still how can make reports for survey I need to
the Survey results can be exported to excel (csv) file with the individual
ratings, which includes ticket number, customer name, SLA response, SLA
resolution and average score of the questions.
You've been told this several times.
There's no
The old system is home grown, so I can export the data in whatever format that
OTRS accepts. I want to know how the import would work and what the limitations
are.
Unless you're prepared to do a lot of internal database manipulation, and you
REALLY understand the OTRS database schema, I'd do
There's so many possible workflows here that I don't think any generic tool
would work. The OTRS API is fairly good about providing abstract access to
ticket objects, but you have to explicitly understand what workflow you're
trying to implement to do something like this. There is certainly
It's a question of browser configuration. Most Windows browsers ship with lax
security. Most Unix browsers ship with more sensible settings that don't expose
the entire universe by default.
Check the security settings in the browser you use and see if they are set to
Medium (the default for
Does anyone know of a combination of Postmaster Filters that I can use to
filter this type of email out/drop it into the Postmaster queue, I'd rather do
this with OTRS if possible as the mail server is a managed service so I have no
admin access for this type of thing.
Static filters aren’t
Did you run tests that showed PostgreSQL would be better performance-wise or,
if not, why did you move?
Oracle’s new licensing TCs for use of MySQL for business tasks in one big
reason. The lawyers here think the new language implies that using MySQL with
other applications that have a
I'll see your TCs and raise you window functions
?? window functions? Not sure I follow.
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To unsubscribe:
to PostgreSQL
http://en.wikipedia.org/wiki/Window_functions
Very useful for some queries used mostly with reports (e.g. when you need that
Nth occurence in ticket_history)
On Thu, Mar 28, 2013 at 9:46 PM, David Boyes
dbo...@sinenomine.netmailto:dbo...@sinenomine.net wrote:
I'll see your TCs and raise
Another good option. I haven't been all that impressed with it yet, but it's
improving rapidly as they clean-room reimplement some of the stuff Oracle did
on the performance front.
It'd just be good for Oracle to get what's coming to them.
From: otrs-boun...@otrs.org
Given that most customers don't control their mail servers (or use someone
else's), can you explain a bit more what you're trying to accomplish? Listing
the IP addresses of Google's mail servers really won't give you much useful
information.
From: otrs-boun...@otrs.org
Yeah. Parsing mail headers won't give him a reliable indicator of the source IP
he'd need for that, and If you had a static IP address, there's already a way
to handle those.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald
Young
Sent: Wednesday, March 27, 2013
You don't have to use LogFile. You can use SysLog and handle that way
Second this suggestion. Individual log files for applications are a bloody
nightmare (particularly if any automation or monitoring is done) and should be
stamped out wherever possible.
In newer releases of the OTRS Windows installer I made sure Sys::Syslog is
installed, so you can use it if you want. Also I'd like to switch to using the
Windows event log by default in the 'future', meaning probably for OTRS 3.3.
Great news. There’s no excuse these days for inventing your own
The only problem is to use a logging framework that is advanced enough to make
it easy for admins when deciding what goes into the file and how size is
managed. Look at log4j as a model. I see there's a version for Perl also (
http://mschilli.github.com/log4perl/ ). If it's good enough and it
Short version: OTRS helpdesk is the core technology of recording and allowing
agents to respond to requests. OTRS ITSM imposes additional IT service
management tools and concepts on the processing of requests to help you
implement a ITIL-based process customized to your organization. ITSM is
Ok. I am going to start over from scratch with a fresh Config.pm and report
back. Brand new day. The ultimate goal would be for the site to automatically
log the user in based on the context of the user logged in to the workstation.
Adding GSSAPI support to OTRS has been on my to-do list
I've done this... it works nicely.
Goody! Is the code committed? I'll have some VERY happy people here if it is.
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That's not GSSAPI. That's using mod_kerb to supply the user information via
basic mode. Not the same animal, although it produces a similar-looking effect.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald
Young
Sent: Wednesday, March 20, 2013 11:33 AM
To: User
Authentication and authorization are two different things (one is can you
access this system, the other is what are you allowed to do). I agree that
on first authentication, OTRS should create a stub record in the database for
the authorized entity, but I actually think the no privileges until
Actually till now we were using OTRS 3.1.7 which is not ITIL compliant.
Remember that ITIL is not a product, it's a description of a process for
handling IT-related activities. There's no such thing as a ITIL-compliant
product; there's just a product that makes it easier for you to implement
Some steps I collected during our last upgrade; not definitive cookbook, but it
worked for us:
1) If possible (and you haven't done so already), move your OTRS server to
a virtual machine, preferably VMWare-based. Makes cloning in the future a lot
easier.
2) Build a new VM image,
I did but doesn't work. Please, I have to finish this project on Thursday ,
can
you show me step by step .
You should contact one of the professional services organizations and purchase
some of their time. This list is volunteers answering questions in our spare
time after/on top of our
A password expiration date would be a useful addition to OTRS (or the option to
defer authentication to PAM, where we can already do that). If the password is
expired, OTRS could force the password change on expiration, setting the field
to zero would be never expire.
I like the PAM idea a lot
One reason: by using an alias and processing the stuff immediately as it comes
in, he doesn't have any exposure to DOS attacks on an actual userid on the
system with the potential to fill /var/mail before the postmaster filter runs,
and it increases the responsiveness of the system as a whole
Prefix this by it depends on your organization's priorities, but...
Let's say that our OTRS system has a service called OTRS with a criticality of
4 high because, if it fails, no agent can work.
Let's say there is a problem in OTRS: the company logo is mirrored and
unreadable. It's a problem
unfortunatelly, there is no error. The the last entry in SMTP log
(of Exchange server) is successfull authentication and that´s all.
Besides, the install script http://localhost/otrs/installer.pl found IMAPS and
SMTPS is working fine
Then the problem is in the list of hosts
Would it be possible to have the .gitignore updated to exclude all locations
that OTRS writes to (or what settings are required so can I configure OTRS
to store it's data/configuration in a completely separate location). So that I
can keep my local OTRS installation up-to-date with git but not
That error is coming from the remote SMTP server. There should be a message
logged on their side as to what address you are actually sending in the SMTP
envelope and the address it's coming from. Contact your SMTP provider and ask
them for that data and what IP ranges from which you are
One of my big issues with OTRS is the configuration is utter crap. Too many
places to configure things, everything should really be just configured
through Sysconfig instead of having to mess about with text files (and perl
based text files at that), and ideally stored in the database to make
Actually, it's not that bad.
At the most basic level, you can treat the static info as an array of text
lines and read/interpret them sequentially. That at least doesn't bind the
information to a file on a specific server and gives you much more granular
control of configuration management on
Can somebody help me on this, I really need this.
You should probably look into a paid support contract with a vendor if you have
time-critical requirements for responses. This is a volunteer forum, and
there's no guarantees. You also just posted your note yesterday, so you might
want to
:37, David Boyes dbo...@sinenomine.net wrote:
Actually, it’s not that bad.
At the most basic level, you can treat the static info as an array of
text lines and read/interpret them sequentially. That at least doesn’t
bind the information to a file on a specific server and gives you much
On 8 February 2013 16:37, David Boyes dbo...@sinenomine.net wrote:
Actually, it’s not that bad.
With all due respect David your system is highly customised and you must
have the people power (or skills) to maintain your custom setup.
I don't want to have to do any of that custom piece
Looks like as of April, 2012, this gadget has been sold to a private company
and the open source version is no longer maintained. Looks kinda cool, though.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jean
BROW
Sent: Saturday, February 02, 2013 2:19 PM
To: User
Edit Kernel/System/Ticket.pm and change line 3944, update the message
returned, change from 'Need StateID or State!' to Need StateID or State!
Ticket: $Param{TicketID}.
He does have a point, though. An good error message should give as much context
as possible (answering the basic journalism
Thoughts:
Rather than invent a application-specific solution, look at Linux-HA
(www.linux-ha.orghttp://www.linux-ha.org). They’ve solved most of these
problems in a neatly packaged way.
There’s existing code to handle session affinity and most of the request
distribution process.
If you store
I'm not familiar with LVS or Linux-HA (mostly used MS platforms until ~
recently) so the next question may be born out of confusion: You have the load
balancing performed by machines runnings LVS and the Linux-HA is running on the
app nodes?
Correct. LVS handles session distribution and
bogdan: I think if the shared file system would be required just for
attachments, it wouldn't need to be very fancy. I think OTRS doesn't modify
what it has already written on disk for articles / attachments. So it only does
reads and additional writes. No editing.
It does rely on a consistent
Delegate privileges to specific users and disable the built-in administration
user. Pretty much the same steps you would take to control the use of the
generic root/Administrator ids at the OS level. That will at least give you
some idea of who was logged in at the time, and OTRS does capture
Now that Samba 4 implements Active Directory protocols to the point of being
able to implement full AD function without any Windows servers or licenses, has
anyone done any work with getting OTRS to authenticate against a Samba 4 AD
domain? I'm looking into it here, but if someone's already
http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-external-ticket-number-recognition/
Neat! Haven’t encountered that one before. Should have figured that the OTRS
folk had encountered this before... 8-)
I think that's Utopia, isn't it? Are there any other ways? Do I have to modify
the sources to let OTRS recognize the foreign numbers?
I would do this outside OTRS. If you control the mail server that receives mail
for OTRS, give the client a specific alias for the automated reports and make
That's more a question of what email client you use. Some clients (elm, pine,
etc) provide a function that redelivers messages to another destination with
the original headers intact (as if it were originally sent to that destination).
...still interested in a OTRS way to rewrite the From: in forwarded email
OTRS can't perform miracles. When you forward a message, you're creating a
completely new message and new headers, and that is completely under the
control of your mail client. If your mail client can't resend it
So do I. But to do that, you have to have some way of conveying the original
address in a way that OTRS can understand it, and that's not possible in your
configuration without supplying that information in another form than the
RFC822 email headers.
The postmaster filter approach outlined in
Except she said that she is specifically forbidden to do that by corporate
policy. This isn’t a technical problem, it’s a political one.
The suggestion I made works because if the separate Notes server is a separate
administrative domain, there is no way to compromise the existing server ids,
If they've got the Notes server locked down that severely, you're pretty much
stuck. The Notes replication protocol is not published, and the only thing that
will provide a OTRS server access to that internal resource is the Notes
POP/IMAP server.
Your only option is pretty much getting them
Another interesting note: Samba 4 (with the full independent AD implementation
mandated by the EU judgment against MS) was released this week. No Windows CALs
required to do authentication against it, and can be managed directly with the
MS tools *and* it supports replication of AD forests. He
. Also, I'd consider whether filesystem/FS storage of attachment would be a
better choice if they're that important to your workflow, as they'd be out of
the database and able to be backed up via filesystem.
I would probably concur.
Wrt to where attachments are stored, if storing the
A suggestion:
Something that would be really helpful if you’d like to encourage beta testing:
a network-accessible repository (either yum or apt, preferably both) that can
be added to a system, and then used to install, eg a repository definition file
that can be retrieved with wget, and then
to set selinux to permissive.
Would there be any RHEL syadmin that can help with the SElinux profile?
Would there be people interested in testing such an RPM repo?
--
Mike.
Op 27 nov. 2012 16:35 schreef David Boyes
dbo...@sinenomine.netmailto:dbo...@sinenomine.net het volgende:
A suggestion
Define secure. What are their requirements? What audit trail do they require?
What have you tried so far?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of ravi
shanker
Sent: Tuesday, November 27, 2012 9:33 PM
To: otrs@otrs.org
Subject: [otrs] reg: session cookie to set as
If you're already copying AD information into a local database, why not sync it
to different branches of a pair of local LDAP servers using slapd, and have two
sources that start at a common branch and search downward? That would give you
only 2 sources to check (a primary and a backup), but
Well, it DOES check the subject line - for the OTRS ticket # that would
associate those emails. Does the subject line contain that?
Otherwise is there some unique identifier that OTRS could use to tell they were
associated? You could try to scan for it in the postmaster input, but there has
to
the unique identifier is the subject of the email.
There are a lot of ugly failure and/or race condition scenarios here. What
would happen if another agent dropped in an email from another customer that
happened to have the same subject line while you were dropping a batch in?
Would you want
Not quite true David, like I commented, try enabling SearchInReferences.
I have. It still misses fairly frequently (at least for us), which is why I
didn't mention it. But, that may be a function of our customer base often
having very old MUA/MTAs that don't reliably implement a lot of the
Depends a lot on the POP server implementation, too. If the POP server is set
to rate-limit incoming connections (default on recent versions of Exchange, and
most of the “free” email providers these days), the client (in this case, OTRS)
will see the full list of messages in the mailbox, but
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gerald Young
And in my case, I use procmail which has none of these issues and receives
mail instantly into OTRS.
Agreed. Procmail wins big.
But, if you're stuck with the POP option (a
One thing I did use procmail for at one implementation was to alert a
department manager (cc email) when a ticket request came from a department
employee. Of course, it didn't have the ticket number, but otherwise it was a
good-enough workaround.
Yeah - there is where procmail really shines.
Nifty hack to enable lots of goodness – any reason why this shouldn’t be the
default setting? It does no harm and a LOT of good.
Feed: OTRS Community Blog
Posted on: Monday, October 01, 2012 8:47 PM
Author: Jens
Subject: Tweaking the Richtext Editor
[nifty hack snipped]
Fetchmail requires a local MTA install. You need to pick one (sendmail,
postfix, etc) and install it.
Oct 1 16:02:01 otrs /USR/SBIN/CRON[5602]: (otrs) CMD (/usr/bin/fetchmail -a
--ssl /dev/null)
Oct 1 16:02:01 otrs /USR/SBIN/CRON[5603]: (otrs) CMD ([ -x /usr/bin/fetchmail
]
I'm not totally sure if it is an OTRS problem or not, since the customer
received the email when he asked for his password.
Like I said, at this point, it's not your server. Something outside the OTRS
environment is intercepting the mail, based on some criteria you can't see. If
he got the
Public or not, they still do some analysis on the *content* of the incoming
message, and that's the likely thing that's biting you. Something in the
content of the message is triggering a filter at the receiving site. There's
nothing OTRS can do about that.
From: otrs-boun...@otrs.org
But what about the MTA logs? can you see that the email was accepted by
the mail server and then sent on to it's next destination? If your MTA has
sent it on then it's not your system that is causing the problem but the
remote system (in which case poke their postmaster to check their logs to
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