October 2003 - otrs - OTRS mailing lists

RE: [otrs] LDAP only getting 100 records
by Thomas Nilsen 08 Oct '03

08 Oct '03

4000 entires does sound like much, but we only have about 400 actual user accounts. But the ldap search filters in OTRS is a bit too forgiving, bringing back to much information. Running this agains an Active Directory domain which contains a lot of extra objects, the limit of 2000 was not enough. 4000 might be more than needed, but at least it doesn't give any errors as with 2000. However, the displayed result only shows actual accounts... Thomas >-----Original Message----- >From: Lars Monsees [mailto:otrs-bounces@otrs.org]On Behalf Of Lars >Monsees >Sent: Wednesday, October 08, 2003 10:24 AM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] LDAP only getting 100 records > > >Do you really need that much list entries? >I can´t imagine you´re scrolling your way through 4000 records... > >otrs searches the whole list, not only the part it is displaying. >Also, you can customize what DB-fields are used for the search >and you can add new DB-fields - it´s really easy. > > >Lars > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org > > [mailto:otrs-bounces@otrs.org]On Behalf Of > > Thomas Nilsen > > Sent: Wednesday, October 08, 2003 8:47 AM > > To: User questions and discussions about OTRS. > > Subject: RE: [otrs] LDAP only getting 100 records > > > > > > Or you're hitting the 200 record limit set in OTRS. In > > Kernel/System/CustomerUser/LDAP.pm look for > > "$Self->{UserSearchListLimit} = 200"; Increase this to a > > higher number (I'm currently using 4000 in a AD LDAP tree.. > > > > Regards, Thomas > > > > >-----Original Message----- > > >From: Wouter Mignon [mailto:wouter.mignon@khleuven.be] > > >Sent: Wednesday, October 08, 2003 12:08 AM > > >To: User questions and discussions about OTRS. > > >Subject: Re: [otrs] LDAP only getting 100 records > > > > > > > > >Rob, > > > > > >You LDAP server is probably limited to 100 records. In most > > >cases such limit is > > >aplied (to avoid abuse). Talk to your ldap administrator and > > >ask for an account > > >without this restriction. Put this login in your otrs configfile. > > > > > >Wouter > > > > > >Quoting Rob Dewhirst <robd(a)biocomplexity.nhm.ku.edu>: > > > > > >> I linked up CustomerUser to my campus LDAP server. > > >> > > >> I am only getting the first 100 records from the server > > when I go to > > >> AdminArea->Customer User. > > >> > > >> Is this not the right place to look at the users if you are > > >using LDAP? > > >> > > >> _______________________________________________ > > >> OTRS mailing list: otrs - Webpage: http://otrs.org/ > > >> Archive: http://lists.otrs.org/pipermail/otrs > > >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > >> Support oder Consulting für Ihr OTRS System? > > >> => http://www.otrs.de/ > > >> > > > > > > > > > > > >_______________________________________________ > > >OTRS mailing list: otrs - Webpage: http://otrs.org/ > > >Archive: http://lists.otrs.org/pipermail/otrs > > >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > >Support oder Consulting für Ihr OTRS System? > > >=> http://www.otrs.de/ > > > > > > > > > DISCLAIMER: > > This message contains information that may be privileged > > or confidential and is the property of the Roxar Group. It > > is intended only for the person to whom it is addressed. > > If you are not the intended recipient, you are not > > authorised to read, print, retain, copy, disseminate, > > distribute, or use this message or any part thereof. If > > you receive this message in error, please notify the > > sender immediately and delete all copies of this message. > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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RE: [otrs] LDAP only getting 100 records
by Lars Monsees 08 Oct '03

08 Oct '03

Do you really need that much list entries? I can´t imagine you´re scrolling your way through 4000 records... otrs searches the whole list, not only the part it is displaying. Also, you can customize what DB-fields are used for the search and you can add new DB-fields - it´s really easy. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Thomas Nilsen > Sent: Wednesday, October 08, 2003 8:47 AM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] LDAP only getting 100 records > > > Or you're hitting the 200 record limit set in OTRS. In > Kernel/System/CustomerUser/LDAP.pm look for > "$Self->{UserSearchListLimit} = 200"; Increase this to a > higher number (I'm currently using 4000 in a AD LDAP tree.. > > Regards, Thomas > > >-----Original Message----- > >From: Wouter Mignon [mailto:wouter.mignon@khleuven.be] > >Sent: Wednesday, October 08, 2003 12:08 AM > >To: User questions and discussions about OTRS. > >Subject: Re: [otrs] LDAP only getting 100 records > > > > > >Rob, > > > >You LDAP server is probably limited to 100 records. In most > >cases such limit is > >aplied (to avoid abuse). Talk to your ldap administrator and > >ask for an account > >without this restriction. Put this login in your otrs configfile. > > > >Wouter > > > >Quoting Rob Dewhirst <robd(a)biocomplexity.nhm.ku.edu>: > > > >> I linked up CustomerUser to my campus LDAP server. > >> > >> I am only getting the first 100 records from the server > when I go to > >> AdminArea->Customer User. > >> > >> Is this not the right place to look at the users if you are > >using LDAP? > >> > >> _______________________________________________ > >> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >> Archive: http://lists.otrs.org/pipermail/otrs > >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >> Support oder Consulting für Ihr OTRS System? > >> => http://www.otrs.de/ > >> > > > > > > > >_______________________________________________ > >OTRS mailing list: otrs - Webpage: http://otrs.org/ > >Archive: http://lists.otrs.org/pipermail/otrs > >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >Support oder Consulting für Ihr OTRS System? > >=> http://www.otrs.de/ > > > > > DISCLAIMER: > This message contains information that may be privileged > or confidential and is the property of the Roxar Group. It > is intended only for the person to whom it is addressed. > If you are not the intended recipient, you are not > authorised to read, print, retain, copy, disseminate, > distribute, or use this message or any part thereof. If > you receive this message in error, please notify the > sender immediately and delete all copies of this message. > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? >

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RE: [otrs] Owner and locking
by Drnak Marek 08 Oct '03

08 Oct '03

Dear Chris, thanks for this, I hope it helps us, I will try. Ron's solution does not work, I have already set unlock time 0, but nothing happened. If there is solution to absolutlely turn off locking, that would be the best way for us. Marek -----Original Message----- From: Chris Salter [mailto:csalter@educomts.com] Sent: Monday, October 06, 2003 4:41 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Owner and locking Okay, I've found our configuration setting. I honestly don't know where I got it from, I'm afraid, but it does seem to have helped. In the Config.pm file, add the following line: $Self->{UnlockTicket} = 1; This seems to cause tickets to unlock when you move them to another queue. -- Chris Salter

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RE: [otrs] LDAP only getting 100 records
by Thomas Nilsen 08 Oct '03

08 Oct '03

Or you're hitting the 200 record limit set in OTRS. In Kernel/System/CustomerUser/LDAP.pm look for "$Self->{UserSearchListLimit} = 200"; Increase this to a higher number (I'm currently using 4000 in a AD LDAP tree.. Regards, Thomas >-----Original Message----- >From: Wouter Mignon [mailto:wouter.mignon@khleuven.be] >Sent: Wednesday, October 08, 2003 12:08 AM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] LDAP only getting 100 records > > >Rob, > >You LDAP server is probably limited to 100 records. In most >cases such limit is >aplied (to avoid abuse). Talk to your ldap administrator and >ask for an account >without this restriction. Put this login in your otrs configfile. > >Wouter > >Quoting Rob Dewhirst <robd(a)biocomplexity.nhm.ku.edu>: > >> I linked up CustomerUser to my campus LDAP server. >> >> I am only getting the first 100 records from the server when I go to >> AdminArea->Customer User. >> >> Is this not the right place to look at the users if you are >using LDAP? >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ >> > > > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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Time Quota
by Luca Brizzi 07 Oct '03

07 Oct '03

I'm a newbie with OTRS. Is it possibile to assign a Time Quota to a customer? In this way it is possible to track time spent on a customer based on the helpdesk time that he has bought. Thanks in advance Luca Brizzi

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Can't locate Apache/DBI.pm
by Vincent CLAUDIC 07 Oct '03

07 Oct '03

Hello everybody, I've tried to install otrs on Mac OS X (10.2.6). Yet after having a look to the list archives and in the Documentation, I found out nothing regarding the mistake I'm facing with. So the goal, as describe in the Manual, is to load the requested perl modules on Apache startup, thru the ~otrs/scripts/apache-perl-startup.pl, and here is the mistake. First of all I'm using the "Standard" installed Mac OS X.2.6 Server edition, i.e. Apache 1, perl 5.6. Here is stuff I've done in the http.conf file : <IfModule mod_perl.c> Include /private/etc/httpd/mod_perl.conf </IfModule> and here is the contents of the mod_perl.conf file: Alias /otrs-web/ "/Volumes/Data/Users/otrs/var/httpd/htdocs/" Alias /otrs/ "/Volumes/Data/Users/otrs/bin/cgi-bin/" #Perlrequire /Volumes/Data/Users/otrs/scripts/apache-perl-startup.pl <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> If the "Perlrequire..." is comment, otrs is running but not fast enough for me.... Once comment out, here is the result of the apache startup: [Wed Oct 1 20:04:12 2003] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /Volumes/Data/Users/otrs/Kernel/cpan-lib /Volumes/Data/Users/otrs/var/httpd/htdocs/ /Volumes/Data/Users/otrs/ /System/Library/Perl/darwin /System/Library/Perl /Library/Perl/darwin /Library/Perl /Network/Library/Perl/darwin /Network/Library/Perl . /Library/WebServer/ /Library/WebServer/lib/perl) at /Volumes/Data/Users/otrs/scripts/apache-perl-startup.pl line 24. BEGIN failed--compilation aborted at /Volumes/Data/Users/otrs/scripts/apache-perl-startup.pl line 24. Compilation failed in require at (eval 1) line 1. Syntax error on line 3 of /private/etc/httpd/mod_perl.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /Volumes/Data/Users/otrs/Kernel/cpan-lib /Volumes/Data/Users/otrs/var/httpd/htdocs/ /Volumes/Data/Users/otrs/ /System/Library/Perl/darwin /System/Library/Perl /Library/Perl/darwin /Library/Perl /Network/Library/Perl/darwin /Network/Library/Perl . /Library/WebServer/ /Library/WebServer/lib/perl) at /Volumes/Da After having a look for DBI.pm files on my local hard drive, I found out the following: #find / -name "DBI.pm" -print /Library/Perl/darwin/Bundle/DBI.pm /Library/Perl/darwin/DBI.pm /private/var/root/.cpan/build/DBI-1.38/blib/lib/Bundle/DBI.pm /private/var/root/.cpan/build/DBI-1.38/blib/lib/DBI.pm /private/var/root/.cpan/build/DBI-1.38/DBI.pm /private/var/root/.cpan/build/DBI-1.38/lib/Bundle/DBI.pm Does anyone have an idea which one has to be used, if so ? Where has to be located the right one ? For info, here is the result of the otrs.checkModules command: CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) Thanks a lot for your attention and read you later. Vincent. P.S.: Subsidiary question, does anyone know where I may find a version of the GD library for Mos X ?

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Charac
by Matteo Forni 07 Oct '03

07 Oct '03

Hi, When I try to run install.pl from web, I get a 500 error. When I try to run from command line I get this error: <mailto:root@cpanel> root@cpanel [/home/otrs/bin/cgi-bin]# ./installer.pl [Tue Oct 7 16:50:45 2003] Generic.pm: Malformed UTF-8 character (1 byte, need 3, after start byte 0xe7) at /home/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 686. What can it be? **************************** Matteo Forni New Solutions Kraus e Moor Technical Administrator Tel: +41 (0)79 636 00 03 matteo(a)newsolutions.ch

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ticket owner problem
by Wouter Mignon 07 Oct '03

07 Oct '03

i have a little question When a ticket is created via customer webinterface it's owned by root and i can't delegate it to another user, i have to reply to the ticket first so it becomes mine. How do i set default ticket owner for a queue? When i created the que i selected i group and my agent user is in this same group but doesn't have initial rights to mess around with the ticket. greets, Wouter

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RE: [otrs] Owner and locking
by Ron Shannon 06 Oct '03

06 Oct '03

You can turn off ticket locking from within the Admin Area, Queues, select your queue, then Change, then set " Unlock timeout (minutes):" value to "0", then click "Update Queue" -----Original Message----- From: Drnak Marek [mailto:marek.drnak@metro.sk] Sent: Fri 10/3/2003 9:21 AM To: 'User questions and discussions about OTRS.' Cc: Subject: [otrs] Owner and locking Hello all, we do not want to use the feature of locking and ownership of the ticket, because we are tracking the ticket from one queue to another queue to next agent and if first agent i.e. changed priority, the second agent must first take ownership and after that he can close. I would like to either not to have owner and locking or change of owner with moving to another queue. Does anyone know? Thanks Marek

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RE: [otrs] Remove Time Units box
by Dennis.Buehring＠net-and-works.de 06 Oct '03

06 Oct '03

I removed some lines from the following files : AgentPhone.dtl AgentNote.dtl AgentPhoneNew.dtl AgentCompose.dtl AgentForward.dtl AgentZoomStatus.dtl The lines are : <tr> <td>$Text{"Time units"}$Text{"$Config{"TimeUnits"}"}:</td> <td><input type="text" name="TimeUnits" value="$Data{"TimeUnits"}" size ="3"></td> </tr> mfg Dennis

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