June 2004 - dev - OTRS mailing lists

Answer tickets by mail
by Joerg Friedrich 05 Jun '04

05 Jun '04

Hi, is there a feature planned to answer tickets by mail. i.e. by replying to the notification mail? this would be a nice feature. -- Jörg Friedrich There are only 10 types of people: Those who understand binary and those who don't.

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Diff to provide patch for LDAP redundancy
by Tyler Hepworth 03 Jun '04

03 Jun '04

I diffed my working copies of */LDAP.pm against their original 1.2.3 versions (version 1.9). Please find enlosed a single file that contains the three diffs. These diffs make it possible to have LDAP server failover by passing a reference to an array of servers rather than specifying a single server in Config.pm. Old Config.pm files will continue to work (not necessary to pass an array reference). Program will yike properly if no valid LDAP server is found. regards, Tyler Hepworth

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Proposal for change to filter criteria for retrieval of CustomerU serList
by Tyler Hepworth 02 Jun '04

02 Jun '04

Problem: When using LDAP to populate customer user information, the list of users in "admin -> customer user" not only displays user account names, it also displays group names and computer names. If computers and groups are found before user accounts, then the list is quickly maxed out at its default limit of 200 searches, but contains no useable information for user accounts. Cause: This behavior is caused by the search filter that is in: /Kernel/System/CustomerUser/LDAP.pm sub CustomerUserList The filter reads as follows: filter => "($Self->{CustomerKey}=*)", The filter tells the LDAP search to look for every single object that has a $Self->{CustomerKey}. IIRC, the default CustomerKey is "cn". Active directory uses "sAMAccountName". Regardless of the key, these attributes are typically something that is possessed by every object in an LDAP source - user, group, and computer. Resolution: The filter can be changed to eliminate the display of computers and groups as follows: filter => "(objectCategory=CN=Person,CN=Schema,CN=Configuration,DC=nspnet,DC=net)" Drawbacks: Changing the filter causes the search to be slowed down by a few seconds. Searching 200 records now takes about 5 seconds instead of the normal 1-2. Other: This is currently a trivial matter because LDAP source cannot currently be modified from OTRS. Since it cannot be modified, there is really no point in using the "customer user" link. It doesn't do anything except display a complete list of names as defined by "CustomerKey" and "CustomerID". However, if LDAP modification is ever supported in the future, then I believe this fix will become significantly more important. Regards, Tyler Hepworth

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RE: [dev] Proposed path to allow LDAP server redundancy
by Tyler Hepworth 01 Jun '04

01 Jun '04

Robert Kehl wrote: > On Saturday, May 29, 2004 12:15 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> Normally it would be ... or die ... but I can't do that. If an LDAP >> server is not availabe and I tell it to die, then none of the other >> servers in the array get looked at. Is there are way to tell the >> foreach loop to die with a message only if none of the servers in the >> array are available? I have thought about this, but probably not >> hard enough because I don't know the answer right now. > > One could think about my $Flag being set ($Flag = 1;) when a server > is found, and an action if ($Flag = 1). Done. The module is ready to go and will work OOB with old and new Config.pm files. > >>> Could I get you to diff this version against the most recent CVS >>> version and attach one or multiple patch file(s) that can be applied >>> to the source tree? Sorry, but what do you mean by "most recent"? Do you mean version 1.3 or the most recent 1.2.3 copy? >> >> Oh man. Now you are talking way over my head. To be honest, perl is >> yet. Got any advice for me? In the meantime I will see what I can >> learn about merging and see if I can fill your request. > > Don't worry, it's not that hard. Try to get a GUI client for cvs to > get you started. Tortoisecvs.sf.net is a good one on the Windows > platform. You are right. It was not too tough. Thanks for your patience. :-) > > All we need to render your changes usable is a diff against the CVS > version of the files. So you take the original file you developed > afrom, and diff it with your working version, using 'diff -bru'. You > supplied diffs against your most recent working version, which > doesn't help that much. Get it? Got it. It doesn't help that much to show the diff against my own working version. You'll get the right patch in the next couple of days. Cheers, Tyler

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Does anyone working with CustomerAuth module?
by Dmitriy Borisov 01 Jun '04

01 Jun '04

Hi, All! I have some problem: i need to authenticate users with external database. I found, that CustomerUser module can be tuned to work with external database. Does CustomerAuth module have this posibility? Sorry for bad English :) -- With best regards, Dmitriy Borisov Network administrator of INTS ISP Ukraine, Donetsk E-mail: borik(a)ints.net

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patch: implement "new message!" note in AgentQueueView
by Adrian Chadd 01 Jun '04

01 Jun '04

Hi, This patch lifts the "New Message!" message logic from AgentMailbox and adds it to AgentQueueView. I'd like it considered for inclusion into the OTRS codebase. Feedback is, as always, appreciated. Thankyou, Adrian -- Adrian Chadd The University of Western Australia <adrian(a)ucs.uwa.edu.au> CRICOS: 00126G Ph: +61 8 6488 2574 Mob: +61 421 597 819

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