November 2003 - otrs - OTRS mailing lists

RE: [otrs] LDAP to generate OTRS Customers ?
by Neil Lehouillier 25 Nov '03

25 Nov '03

Have you searched through the mailing list? Most of the questions your asking have been addressed already. Just go to the mailing list archives and do a search for LDAP. Also you will want to make sure that you have all the necessary applications (ie.. Net::LDAP... etc....) installed. Later..... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michael Arndt Sent: Tuesday, November 25, 2003 5:21 AM To: otrs(a)otrs.org Subject: [otrs] LDAP to generate OTRS Customers ? Hello *, goal: use a existing LDAP Server to provide "Customers" to OTRS Question: -which configuration files / Environment Vars do i have to specify to point OTRS to an existing LDAP Directory, running on an different Server than OTRS for identifying customers ? ( i have read the docs, but obviously not understood completely :-) ) -does OTRS need a real authentication via pam-ldap oder is it enough that an customer entry is present in the directory for OTRS to accept the customer entry ? background: authentication is still done via NIS and the LDAP Directory is operated by another department that the OTRS system. As far is i understand the LDAP Backend is the only way to avoid generating every customer from scratch ? TIA Micha _______________________________________________ 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/

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LDAP to generate OTRS Customers ?
by Michael Arndt 25 Nov '03

25 Nov '03

Hello *, goal: use a existing LDAP Server to provide "Customers" to OTRS Question: -which configuration files / Environment Vars do i have to specify to point OTRS to an existing LDAP Directory, running on an different Server than OTRS for identifying customers ? ( i have read the docs, but obviously not understood completely :-) ) -does OTRS need a real authentication via pam-ldap oder is it enough that an customer entry is present in the directory for OTRS to accept the customer entry ? background: authentication is still done via NIS and the LDAP Directory is operated by another department that the OTRS system. As far is i understand the LDAP Backend is the only way to avoid generating every customer from scratch ? TIA Micha

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What exactly does "bounce" do ?
by Dennis.Buehring＠net-and-works.de 24 Nov '03

24 Nov '03

What is it used for ? Maybe im too stupid but i cant find any hints.. :( mfg Dennis

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RE: [otrs] Queue question
by Reurings, Chris 24 Nov '03

24 Nov '03

Thank you very very much! It works! Thanks again, Chris Reurings _____ From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Fri 11/21/2003 7:15 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue question On Friday, November 21, 2003 3:01 PM Reurings, Chris <C.Reurings(a)vianova.nl> wrote: > Yes it is possible to unlock the ticket a place back to the queue. > And you are right when you say it is a time consuming task to do that. > > So is there an option to automate this process by changing the code > or some kind of rule? See /opt/otrs/bin/UnlockTickets.pl for that. $ /opt/otrs/bin/UnlockTickets.pl --help UnlockTickets.pl <Revision 1.14> - unlock tickets Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> usage: /opt/otrs/bin/UnlockTickets.pl [options] Options are as follows: --help display this option help --timeout unlock old tickets --all unlock all ticksts (force) hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ <http://www.otrs.de/> :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

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Feature request: Spell check in responses, salutation, etc.
by Paul 23 Nov '03

23 Nov '03

Hi, It would be fantastic if the spell checking capabilities of new responses could be added to any screens where text is entered in the Admin area. I'd find it extremely helpful to be able to spell check things like auto-responses, responses, signatures, etc. It doesn't seem like it would be something too difficult to add. Regards, Paul

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Installation Issues
by Daniel Northam 22 Nov '03

22 Nov '03

My System: Redhat 9 httpd-2.0.40-21.5 mod_perl-1.99_07-5 Problem: I am unable to get Apache to start up. Here is the error(s) I am getting: --------------SNIP--------------------- Starting httpd: [Fri Nov 21 18:58:34 2003] [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/Apache/ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/mod_perl.pm line 14!Compilation failed in require at /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/Apache.pm line 6.!BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/Apache.pm line 6.!Compilation failed in require at /opt/otrs/Kernel/cpan-lib/CGI.pm line 171.!Compilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 18.!BEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 18.!Compilation failed in require at (eval 1) line 1.! [Fri Nov 21 18:58:34 2003] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 127.0.0.1:0, exiting...! ----------END SNIP-------------------------- Also I try and execute the .pl program and I am getting this error: [root@danoc scripts]# perl apache2-perl-startup.pl GATEWAY_INTERFACE not Perl! at apache2-perl-startup.pl line 5. Any suggestions?? -- Daniel Northam Surewest Broadband Systems Technician

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RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 21 Nov '03

21 Nov '03

Thomas, I did this already to clean up the view when looking through the customer Management screen. As for the showing all the groups I think you would have to do a for statement for each memberof line in the ldap directory for that particular user and then add the results of those searches to an array and then display the array. The only problem is that I'm not much for perl programming. I will try and teach myself but should anyone be able to perform this faster please let me know. Later.... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Nilsen Sent: Friday, November 21, 2003 6:43 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Adding LDAP Customer Info Neil, Look at http://www.mail-archive.com/otrs@otrs.org/msg02199.html for info on how I got rid of some of the extra AD info (this will also remove groups!). However, I'm not sure how you would solve your issue to show all the groups the users is a member of.. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 5:20 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >Thomas, > >thanks a lot. Everything seems to be working perfectly with >the integration into Active Directory. Just a couple of >questions.....: > >1. With email-address or text that is too large to fit on the >Phone View Customer Info side of the screen... is there anyway >to get this information to wrap or to setup a web fix so that >when you hold the mouse over the information it brings up a >little box with the full information(last one difficult I'm >pretty sure)? > >2. In the Phone view customer info side of the screen I set >up a Groups field that shows the users group membership. But >it only shows the first one. Is there anyway to get it to >show all the groups and to filter out the extraneous >information >(ie....CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=loc >al..... All I want to see is the CN=Accounting). > >Here is an example of the membership information on one user: >memberOf: CN=Audit,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Snr Accountants,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local >memberOf: CN=All Staff,OU=Distribution,OU=Groups,DC=domain,DC=local >memberOf: CN=Hornet,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Accounting,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Users,CN=Builtin,DC=domain,DC=local > >Later.... > >Thanks... > >Neil > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Thomas Nilsen >Sent: Thursday, November 20, 2003 8:36 AM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >Try changing CustomerKey to sAMAccountName. AD doesn't use uid >for the useraccounts. > >Thomas > >>-----Original Message----- >>From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >>Sent: Thursday, November 20, 2003 4:27 PM >>To: User questions and discussions about OTRS. >>Subject: RE: [otrs] Adding LDAP Customer Info >> >> >>I tried what you said and entered the following into my >Config.pm file: >> >> # customer uniq id >> CustomerKey => 'uid', >> # customer # >> CustomerID => 'mail', >> CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], >> CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], >> CustomerUserPostMasterSearchFields => ['mail'], >> CustomerUserNameFields => ['givenname', 'sn'], >> Map => [ >> # note: Login, Email and CustomerID needed! >> # var, frontend, storage, shown, required, storage-type >> [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], >> [ 'UserFirstname', 'Firstname', 'ldap_attr_givenname', 1, >>1, 'var' ], >> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], >> [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], >> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], >> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], >> [ 'UserPhone', 'Phone', >>'ldap_attr_telephoneNumber', 1, 0, 'var' ], >> [ 'UserAddress', 'Address', 'postaladdress', 1, >0, 'var' ], >> [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], >> ], >> }; >> >>When I perform the search I don't see anything more on the screen. >> >>In the System Log of OTRS it shows this: >>Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! >> >>Shouldn't it be able to grab the customer id from the CustomerID => >>'mail' field? >> >>Later.... >> >> >>Thanks for the help..... >> >>Neil >> >> >> >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf >>Of Martin Edenhofer >>Sent: Wednesday, November 19, 2003 3:42 PM >>To: User questions and discussions about OTRS. >>Subject: Re: [otrs] Adding LDAP Customer Info >> >> >>Hi Neil, >> >>On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >>> thanks for responding so quickly. This config allows me to >>search by >>> user id which is something I was looking for but it still doesn't >>> answer my first two questions. What I want is to include more >>> information for teh tech guys in the ticket view. When I click on >>> phone view and then enter a user name I want otrs to display >>the user >>> information such as Full Name, Phone #, Email Address, and Office >>> number(all of which is entered in Active Directory) on >>either the side >>> of the screen where it says Customer Info or within the first couple >>> of lines of the text of the ticket. Is this possible? >> >>Yes, you can do this. Add more to the Map of the CustomerUser config >>option: >> >> $Self->{CustomerUser} = { >> [...] >> Map => [ >> # note: Login, Email and CustomerID needed! >> # var, frontend, storage, shown, required, storage-type >> [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], >> [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], >> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], >> [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], >> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], >> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], >> [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], >> [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], >> [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], >> [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], >> [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], >> [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], >> [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], >> ], >> }; >> >> >>> Neil >> >> Martin >> >>-- >>((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg >> http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 >> >>_______________________________________________ >>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? >=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? =http://www.otrs.de/

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Notification E-mail for state update
by Bakari Allen 21 Nov '03

21 Nov '03

In our implementation of OTRS, the original sender includes an important file number in the subject line of their original message. I've configured the system to send e-mail notification of the state change to the users for their respective tickets. However, a single customer may send 15 requests in a day. How can I customize the notification e-mail for state update to include the subject line of the original e-mail? I added the following to my Config.pm file . . . #---------------------------------------------------- # # notification email for state update - BAA 2003118 # # ---------------------------------------------------- # $Self->{CustomerNotificationSubjectStateUpdate} = "New State '<OTRS_CUSTOMER_State>'!"; $Self->{CustomerNotificationBodyStateUpdate} = " **** THIS IS JUST A NOTE **** The state of your ticket '<OTRS_TICKET_NUMBER>' has been changed by '<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>' to '<OTRS_CUSTOMER_State>'. This is in response to the message you or someone impersonating you sent with an original subject line '<OTRS_CUSTOMER_Subject[20]>'. Your OTRS Notification Master *** THIS IS JUST A NOTE **** "; However, it doesn't work correctly. When it sends the notification is send the following . . . **** THIS IS JUST A NOTE **** The state of your ticket '2003112010000462' has been changed by 'Rachel Diggs' to 'pending reminder'. This is in response to the message you or someone impersonating you sent with an original subject line '<OTRS_CUSTOMER_Subject[20]>'. Your OTRS Notification Master *** THIS IS JUST A NOTE *** Thanks in advance for your assistance. Bakari A. Allen Director of Information Technology Jackson and Hardwick, LLC 770.625.0200 extension 210 bakari.allen(a)jhlaw.net

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Re: [otrs] Upgrade from OTRS 0.5 beta 8 to OTRS 1.1.3
by Diego Fernandez 21 Nov '03

21 Nov '03

Ok. but, Hi Diego, On Thu, Nov 20, 2003 at 05:58:54PM -0300, Diego Fernandez wrote: > Hi Martin, > (I searched the list but i didn't find exactly this) > I've installed OTRS 0.5 beta 8 and I want to upgrade to OTRS 1.1.3. > Is there any way to upgrade directly from 0.5 beta8 to 1.1.3, without > passing through 1.0.1 ? > Do you have any script that do this? If not, can you make one? Yes you can update directly ;), you just need to upgrade the database to 1.0.x and then to 1.1.x. a) backup all b) cat $OTRS_HOME/scripts/DBUpdate-to-1.1.mysql.sql | mysql -p -f -u root otrs c) cat $OTRS_HOME/scripts/DBUpdate-to-1.2.mysql.sql | mysql -p -f -u root otrs d) update all otrs files (incl. config files, they are not compat. with OTRS 0.x) At this step, can I use otrs-1.1.3-01.i386.rpm (Redhat 7.3) directly from Otrs 0.x? This way: "rpm -Uvh otrs-1.1.3-01.i386.rpm " ? e) add you config settings to the new Kernel/Config.pm > thanks. > Diego Fernández > Servicios Profesionales > http://openware.biz Martin Thanks Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz

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RE: [otrs] Queue question
by Reurings, Chris 21 Nov '03

21 Nov '03

Yes it is possible to unlock the ticket a place back to the queue. And you are right when you say it is a time consuming task to do that. So is there an option to automate this process by changing the code or some kind of rule? Tnx again _____ From: Chris Salter [mailto:csalter@educomts.com] Sent: Fri 11/21/2003 3:00 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Queue question Is the ticket still locked for the original user? If so, they can unlock the ticket and that will put it back in the queue. But it could take a long time for an agent to go through each ticket and unlock it. -- Chris Salter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Reurings, Chris Sent: November 21, 2003 8:53 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queue question Ok, I used the wrong description of that function. But I understand the meaning of it. The "Ticket Lock after Follow Up" was already configured with "NO", so I changed it to "YES" and back to "NO", but with both settings the reply message of a customer was placed in the personal message list. What to do? I understand the meaning of the personal ticket list, but is there a way to parse reply messages to the corresponding queue and NOT to the personal messages list? Thank for your advise, Chris Reurings The Netherlands _____ From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Fri 11/21/2003 2:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue question On Friday, November 21, 2003 2:15 PM Reurings, Chris <C.Reurings(a)vianova.nl> wrote: > Is there a way to store reply messages from customers in the related > queue (which is viewable for all of our agents) and not in a personal > message box? They aren't stored in a personal mailbox, as there doesn't exist any real mailboxes in OTRS. Your "mailbox" is a list of locked tickets. The feature you require is a per-queue-setting. You do this via the Admin interface: http://localhost/otrs/index.pl?Action=AdminQueue <http://localhost/otrs/index.pl?Action=AdminQueue> Set the Combobox "Ticket lock after a follow up:" to "No" and you're done, I suppose. htht, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ <http://www.otrs.de/> :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

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