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HOW TO: Central Help Desk

Discussion in 'Plesk Expand 2.1 General Discussion' started by jovana, Jan 12, 2007.

  1. jovana

    jovana Regular Pleskian

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    Hi,

    is there someone who knows how to use the Central Help Desk function in the new expand 2.1? There is no documention to find about this or how to use this.
    And the most importend where to find the software, and the helpdesk plugin.
     
  2. regx

    regx Guest

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    Look at "Using Help Desk" chapter in Integration Guide.
    A plugin is a tarball included to the general distribution, the plugin includes a "readme" file describing its installation.
     
  3. jovana

    jovana Regular Pleskian

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    Hi thanks for you reaction. But that is the problem, in the general distribution is no tarball with this software. I ques this is future software, what is not jet released by swsoft.
     
  4. regx

    regx Guest

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    That's strange. I did not try all distributions, but the plugin is certainly included in my tarball:

    $tar -tf expand_2.1.0-68.el3.tar | grep helpdesk
    expand_2.1.0-68.el3/cerberus-helpdesk-3.0-swsoft-plugin-1.0.0-061204.tgz

    Try checking yours.
     
  5. jovana

    jovana Regular Pleskian

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    Yes, you are right!! I have found it.
    I think I need some glasses ;)

    Great thanks for your help!!
     
  6. regx

    regx Guest

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    Not at all! Good luck! :)
     
  7. webcie

    webcie Guest

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    I'm getting stuck on testing the plugin. The test described in the README file returns:

    <?xml version="1.0"?>
    <packet version="1.0">
    <system>
    <!-- Some error occured while processing the incoming XML request -->
    <status>error</status>
    <errcode>0003</errcode>
    <errtext>Can not read configuration file</errtext>
    </system>
    </packet>

    This refers to /etc/cerberus-expand.conf but I can't understand why?
    -rw-r--r-- 1 root root 808 Jan 19 03:27 /etc/cerberus-expand.conf

    Could there be some adjustments required in php?


    Jef
     
  8. Sergey L

    Sergey L Golden Pleskian Staff Member

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    What is a content of /etc/cerberus-expand.conf file?

    Most probably you did not uncomment admin_cp_base_url parameter as written in README file. Make sure it is uncommented and set to correct value.
     
  9. webcie

    webcie Guest

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    I've found the solution. It had to do with an opendir_base limitation. I had to add /etc so that /etc/cerberus-expand.conf could be read.

    I've also noticed that the plugin should be enabled to preform the test described in the readme file and not after the test.

    So far the test is ok but when I try to register in expand, I get an error:

    <?xml version="1.0" encoding="UTF-8" standalone="no" ?><packet version="2.1.0.68"><add><result><status>error</status><errcode>21101</errcode><errtext>Can not register HelpDesk server:[Operator] Wrong answer from HelpDesk Plugin. (1102) [XML] Cannot parse packet - invalid XML or DOM error. Fatal Error at file 'xmlPacket', line 2, column 7: The XML or Text declaration must start at line/column 1/1.</errtext></result></add></packet>


    Jef
     
  10. Sergey L

    Sergey L Golden Pleskian Staff Member

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    The most probable reason is some misconfiguration of Central TTS. Probably some php modules are not installed - see requirements in README file.

    Could you send the failured action details?

    Just click over the action name in Action Bar (screen bottom) or find it in Action Log. When details are opened - click over "Problem Report" link. It includes important error details. If I see them, I can try finding a solution for you.
     
  11. webcie

    webcie Guest

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    I've checked and both curl and domxml are installed.

    you can check on helpdesk.webcie.net/php.php

    PROBLEM REPORT FOR ACTION #63040
    ==================
    ACTION INPUT
    -------------
    <?xml version="1.0"?>
    <packet version="2.1.0.68"><add><tts_management_url>http://helpdesk.webcie.net/support-center/cerberus-support-center/swsoft_expand_controller.php</tts_management_url><tts_management_password>******</tts_management_password></add></packet>

    ACTION LOG:
    --------------
    Jan 21 2007 14:25:47 [:3254] INFO: Request to operator 'plesk_helpdesk'
    Jan 21 2007 14:25:47 [:3254] DEBUG: pool: Sending message to parent: 2.
    Jan 21 2007 14:25:47 CentralHelpDeskOp[:3254] DEBUG: Operator object created.
    Jan 21 2007 14:25:47 CentralHelpDeskOp[:3254] DEBUG: Processing request
    Jan 21 2007 14:25:47 CentralHelpDeskOp[:3254] INFO: Process "Adding Server" operation
    Jan 21 2007 14:25:47 CentralHelpDeskOp[:3254] INFO: Adding new HelpDesk server
    Jan 21 2007 14:25:47 CentralHelpDeskOp[:3254] INFO: >> http://helpdesk.webcie.net/support-center/cerberus-support-center/swsoft_expand_controller.php : POST 64 bytes
    Jan 21 2007 14:25:47 CentralHelpDeskOp[:3254] INFO: <?xml version="1.0"?><packet version="1.0"> <report/></packet>
    Jan 21 2007 14:25:47 CentralHelpDeskOp[:3254] INFO: << http://helpdesk.webcie.net/support-center/cerberus-support-center/swsoft_expand_controller.php : Response 918 bytes
    Jan 21 2007 14:25:47 CentralHelpDeskOp[:3254] INFO:
    <?xml version="1.0"?>
    <packet version="1.0">
    <report>
    <status>ok</status>
    <tts_name>Cerberus HelpDesk</tts_name>
    <tts_version>3.0</tts_version>
    <tts_plugin_name>Cerberus HelpDesk 3.0 SWsoft Plugin</tts_plugin_name>
    <tts_plugin_version>1.0</tts_plugin_version>
    <admin_cp_login_url_template>http://helpdesk.webcie.net/cerberus.../cerberus-gui/index.php&amp;form_submit=login</admin_cp_login_url_template>
    <admin_cp_login_url_postvars></admin_cp_login_url_postvars>
    <user_cp_login_url_template>http://helpdesk.webcie.net/support-...mp;auth_user=@login@&amp;auth_pass=@password@</user_cp_login_url_template>
    <user_cp_login_url_postvars></user_cp_login_url_postvars>
    <admin_login>superuser</admin_login>
    <admin_password>******</admin_password>
    </report>
    </packet>
    Jan 21 2007 14:25:48 CentralHelpDeskOp[:3254] ERR: Probably some error in HelpDesk plugin.
    Request was:
    <?xml version="1.0"?><packet version="1.0"> <report/></packet>Reply was:

    <?xml version="1.0"?>
    <packet version="1.0">
    <report>
    <status>ok</status>
    <tts_name>Cerberus HelpDesk</tts_name>
    <tts_version>3.0</tts_version>
    <tts_plugin_name>Cerberus HelpDesk 3.0 SWsoft Plugin</tts_plugin_name>
    <tts_plugin_version>1.0</tts_plugin_version>
    <admin_cp_login_url_template>http://helpdesk.webcie.net/cerberus.../cerberus-gui/index.php&amp;form_submit=login</admin_cp_login_url_template>
    <admin_cp_login_url_postvars></admin_cp_login_url_postvars>
    <user_cp_login_url_template>http://helpdesk.webcie.net/support-...mp;auth_user=@login@&amp;auth_pass=@password@</user_cp_login_url_template>
    <user_cp_login_url_postvars></user_cp_login_url_postvars>
    <admin_login>superuser</admin_login>
    <admin_password>******</admin_password>
    </report>
    </packet>
    Jan 21 2007 14:25:48 CentralHelpDeskOp[:3254] ERR: Can not register HelpDesk server at http://helpdesk.webcie.net/support-center/cerberus-support-center/swsoft_expand_controller.php: (21101) [Operator] Wrong answer from HelpDesk Plugin. (1102) [XML] Cannot parse packet - invalid XML or DOM error. Fatal Error at file 'xmlPacket', line 2, column 7: The XML or Text declaration must start at line/column 1/1.
    Jan 21 2007 14:25:48 CentralHelpDeskOp[:3254] DEBUG: All transport instances destroyed.
    Jan 21 2007 14:25:48 CentralHelpDeskOp[:3254] DEBUG: All transport instances destroyed.
    Jan 21 2007 14:25:48 CentralHelpDeskOp[:3254] INFO: Result code: 211
    Jan 21 2007 14:25:48 CentralHelpDeskOp[:3254] DEBUG: Boss operator finished with code 21101.

    ACTION ERROR:
    --------------

    TASKMAN OUTPUT:
    --------------
    <?xml version="1.0" encoding="UTF-8" standalone="no"?>
    <packet version="0.1.1.0">
    <result>
    <status>error</status>
    <errtxt>Action executed with errors</errtxt>
    </result>
    </packet>

    ==================
    End of the Report
     
  12. For some reason Central HelpDesk plugin returns an extra empty line in XML answer making XML answer incompatible.

    If you enable error logging for your central helpdesk host, you probably could see a error reason.

    Other choice is to submit a ticket to our support service with shell login credentials to your expand and central helpdesk server and send a ticket id to me (as a private message). Then I'll be able to make a quick look personally - I believe it is faster way to troubleshoot your isssue.
     
  13. lee.copper

    lee.copper New Pleskian

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    I have the same problem, what was the solution?
     
  14. regx

    regx Guest

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    You probably run your helpdesk on PHP5, yes?

    Luckily cerberus and expand plugin are opensource - try removing last empty line in file
    domxml-php4-to-php5.php in your expand plugin installation. The last line of the file shall be "?>".
     
  15. lee.copper

    lee.copper New Pleskian

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    The guys at SWSoft logged on to my server and fixed the problem. They added a patch domxml-php4-to-php5.php which resolved the issue.

    Thanks for the response
     
  16. webcie

    webcie Guest

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    I can confirm that removing the empty line solved the issue for me.


    Jef
     
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