November 2003 - otrs - OTRS mailing lists

new user questions
by Peter van Rensburg 14 Nov '03

14 Nov '03

Hi Just recently installed OTRS and playing around with it. I have a few questions: 1. Is Kernel/Config/Defaults.pm used when the values are not found in Config.pm? For instance $Self->{CustomerNotificationBodyStateUpdate} 2. How does one change the value for <OTRS_CONFIG_*> values, for instance <OTRS_CONFIG_HttpType>? 3. How can I use ldaps? (LDAP session wrapped in SSL on port 636). Thank you! Peter

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Problem with assigning permissions
by Boštjan Parovel 13 Nov '03

13 Nov '03

Hello OTRS friends! I have a problem with assigning permissions to users. Lett me briefly explain the situation. Let us assume I have 3 users 1,2 and 3. Also I have 3 groups A (queue X), B(queue Y) and C(queue Z). The user 1 does not have any permission in groups B and C while users 2 and 3 do. They all have permissions in group A. When the user 1 wants to move a ticket from queue X to Y, is prompted "please go away" but the ticket is moved anyway. Is there any possibility to restrain permission of moving tickets in not allowed queues? Bostjan Parovel

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RE: [otrs] question
by Erik Mathis - AIU Dunwoody Staff 13 Nov '03

13 Nov '03

I would create an distribution list. In that list, put in as many address as you want. Then just send the emails to that address. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Kar, Indrani (EM, GECIS) [mailto:Indrani.Kar@geind.ge.com] > Sent: Thursday, November 13, 2003 8:17 AM > To: otrs(a)otrs.org > Subject: [otrs] question > > > Hi > > I need to have alert sent to mobile and email simultaneosly > whenever a ticket is openned . I checked and found that at a > time I can enter only one email address so its either the > email address or the mobile pop address . Can anyone help me > to get this going ? > > Thanks > Indrani > _______________________________________________ > 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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RE: [otrs] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 13 Nov '03

13 Nov '03

Robert, >Try clicking on the users/group on page >http://localhost/otrs/index.pl?Action=AdminUserGroup - is it what you're >looking for? I think that yes, different groups is what I need. I have JUST discovered a section (19.1) with title "Multi Group" in the manual that describes PRECISELY what to do for this type of setup! Sorry for the inconveniences! I thought I had gone through the entire manual, but I see I skipped somehow the interesting section. I'll be back to you only if the instructions given in the manual do not work. Thanks again! Jose.

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question
by Kar, Indrani (EM, GECIS) 13 Nov '03

13 Nov '03

Hi I need to have alert sent to mobile and email simultaneosly whenever a ticket is openned . I checked and found that at a time I can enter only one email address so its either the email address or the mobile pop address . Can anyone help me to get this going ? Thanks Indrani

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Preliminaries up and running on Fedora Core 1
by Ted Kaczmarek 13 Nov '03

13 Nov '03

Fedora Core 1 So far I have successfully gotten to the point where I have added some users :-) HP has a great PDF on migrating from Apache 1.3 to 2.0 for us less skilled folks :-) www.hp.com/products1/unix/webservers/apache/techtips/Migration-HPApache1.3-… A few tweaks with modules and it is up and running. Next step is to use postgres instead of mysql, but I may just stick with mysql for the experience. Hopefully tomorrow I can actually get a ticket to be generated, hehe. Ted

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Error report when trying to add first user
by Martin Aarts 12 Nov '03

12 Nov '03

I receive the following message when trying to add the first user to the system. I installed OTRS using the executable for Windows on windows 2000. Everythings seems OK and I can login to the system. With kind regards, Martin Aarts Server fout! Foutbericht: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 Indien u van oordeel bent dat deze server in fout is, gelieve de webmaster te contacteren. Error 500 localhost 10-11-2003 22:42:40 Apache/2.0.47 (Win32) mod_perl/1.99_10-dev Perl/v5.8.0 mod_ssl/2.0.47 OpenSSL/0.9.7b PHP/4.3.3

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RE: [otrs] LDAP(AD) integration error
by Neil Lehouillier 12 Nov '03

12 Nov '03

I think I solved that problem.... but then another one crops up. Here is what I'm currently getting the httpd error_log when I try and go to the otrs/index.pl webpage: [Wed Nov 12 13:36:35 2003] [error] failed to resolve handler `Apache::Registry' I've done some searching and found that this can be caused by not having the proper CPAN modules installed. I've tried the: perl -MCPAN -e'shell' install Apache::Registry but that doesn't seem to have any effect. Is there an rpm that I can install that will take care of this? Here is the otrs.checkModules output: 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) Any help is appreciated...... Neil -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Wednesday, November 12, 2003 1:18 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] LDAP(AD) integration error On Tuesday, November 11, 2003 10:35 PM Neil Lehouillier <NLehouillier(a)comptonpetroleum.com> wrote: > Hi all.... > I require some assistance on trying to get the Customer User backend > to work with Active D. I have got the system to work just fine > without active directory integration but when I paste the following > code(which I just cut and paste from the tech doc's) at the end of the > email and restart the httpd I get the following when I try and link to > the http address: http://xxx.xxx.xxx.xxx/otrs/index.pl > > The server encountered an internal error and was unable to complete > your request. Error message: > Can't locate object method "new" via package > "Kernel::System::CustomerUser::LDAP" at > /opt/otrs//Kernel/System/CustomerUser.pm line 47. > > I can run the /opt/otrs/bin/CheckDB.pl and get: > It looks Ok! > > Any clues........ (Do I have to install any LDAP rpms...???) Use "bin/otrs.checkModules" to get an overview of all installed and required cpan modules. Execute this to insure all necessary Perl modules are installed. perl -cw /opt/otrs/bin/cgi-bin/index.pl perl -cw /opt/otrs/bin/PostMaster.pl hth, Robert Kehl -- ((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/

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Postgres setup newbie
by Ted Kaczmarek 12 Nov '03

12 Nov '03

I am looking into test driving otrs, I already have opennms running on a box and it uses postgres. I grabbed source rpms and started poking around, but could not figure out how to set up otrs for postgres instead of mysql. The spec file doesn't even have postgres listed, yet the perl scripts reference postgres. Ultimately I would like to get to the point where opennms events can automatically generate tickets in otrs. Think like netcool/remedy integrated. Have no clue what, where and how, but that has never stopped me before from trying :-) If anyone has a spec file that build otrs for postgres a pint of any bier you like on me if you come to Linux show in NY :-) a liter even, hehe Ted

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LDAP(AD) integration error
by Neil Lehouillier 12 Nov '03

12 Nov '03

Hi all.... I require some assistance on trying to get the Customer User backend to work with Active D. I have got the system to work just fine without active directory integration but when I paste the following code(which I just cut and paste from the tech doc's) at the end of the email and restart the httpd I get the following when I try and link to the http address: http://xxx.xxx.xxx.xxx/otrs/index.pl The server encountered an internal error and was unable to complete your request. Error message: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 47. I can run the /opt/otrs/bin/CheckDB.pl and get: It looks Ok! Any clues........ (Do I have to install any LDAP rpms...???) Any help is appreciated......... Thanks.... Neil #======================================================================= ================ # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'otrs.compton.com', # ldap base dn BaseDN => 'o=compton.com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => '', UserPw => '', }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid', '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' ], CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid', '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', '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' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #======================================================================= =============

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