December 2003 - otrs - OTRS mailing lists

Latest CVS.
by Serpent 12 Dec '03

12 Dec '03

I downloaded the latest CVS due to it handling Customer User's and Groups more securely. I wanted to only allow specific customers to post to specific Queue's via the customer.pl script. This seems to work up until the customer tries to post a new ticket. Here is my configuration: Groups: ----------------- HVL admin stats users All are valid. Queue: ----------------------- Name: HVL Sub-Queue of: - Group: HVL valid: valid Customer User: ------------------------ Login: fred CustomerID: 1 Valid: valid Customer User <-> Groups: ---------------------------------- HVL: RW When I select "RW" then click on his account again under the Customer Groups it has a check mark in both "RO" and "RW". I looked in the database under the group_customer_user table and see the permission_values is set to a 1 on group_id 4 (which is HVL) for permission_key of "rw". And nothing on "ro". So that must be a bug in the code. However when I login to the customer.pl and try to create a new ticket it says permission denied. I even gave him full "rw" access to all the groups. While writing this e-mail I just noticed a error in my System Log. It is as follows: Fri Dec 12 17:08:40 2003 error OTRS-CGI-10 Need TicketID! This seems to occur everytime he tries to create a new ticket. So this appears to be the real problem. Any help appreciated. Thank you, Brad Dameron

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Action 'AdminNotification' not found?
by Christian Junk 11 Dec '03

11 Dec '03

Hi! I'm using the actual CVS version of OTRS. In the admin control panel I can see the entry 'Notifications', but it doesn't work. It seems that there's no module called 'AdminNotification'. Could you help? Much thanks in advance, Christian

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customer user<->group management
by Roger Meier 09 Dec '03

09 Dec '03

hi community Yesterday, i checkout the current cvs head, because i woul'd test the customer user <-> group management as Patrick wrote, and some of you say that work with the currenct cvs head. I have replace the last otrs rpm files and replace all with the cvs content. Change the database fields and inserted new tables. Copy the old Config.pm to the Kernel/ Dir. (Add for the root@localhost manual in the db the admin permission, because i see that the management has changed) But now i have some Problems: 1. Problem: Admin Area: [Customer User <-> Groups ] I see the users and the Groups but when i check a box, the change doesn't affect correctly. It has a Database Entry now, but the Customer User ID is not the ID of the user that shoul'd grant access it is 0. I Show the Code and see that it insert the loginname (customerkey), into the user_id field in the group_customer_user table. I think something is wrong. In my Configfile (tell me what) or in the Sourcecode (can you fix it?). 2. Problem: I have changed the user_id seen in Problem 1 manuely to the customer_user which shoul'd have access to that group. this group is owner of a queue, which have also an email address, for creating ticket to that queue. but i can't add a ticket. The queue has also some entries, but i don't see it in the customer view. only in the apache error log i see folowing: --snip-- [Fri Dec 5 11:45:11 2003] null: DBD::mysql::st execute failed: You have an error in your SQL syntax near ') AND st.customer_id = 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, ' at line 1 at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 265. ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Fri Dec 5 11:45:11 2003 Message: You have an error in your SQL syntax near ') AND st.customer_id = 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, ' at line 1, SQL: 'SELECT count(*) FROM ticket st, queue q WHERE st.queue_id = q.id AND q.group_id IN ( ) AND st.customer_id = 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, 8, 9, 10 ) ' Traceback (3387): Module: Kernel::Modules::CustomerTicketOverView::Run (v1.18) Line: 137 Module: Apache::ROOT::otrs::customer_2epl::handler (v1.22) Line: 690 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 --snip-- I hope somebody can help me. Roger -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------

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Forcing a password change?
by Michael Gurski 09 Dec '03

09 Dec '03

Is it possible to have OTRS force a password change, either immediately upon an initial login, or after a set period of time? There are password policies here that I'd like to be able to follow (temporary passwords created when the account's created "must" be changed, passwords expire after N days, etc), but I haven't seen anything in OTRS 1.1.3 that would help enforce this. I suppose that, worst case scenario, I could periodically "reset" the passwords with a cronjob, forcing users to use the "forgot password" functionality, but this seems rather...heavy-handed. Any ideas or suggestions would be appreciated. Thanks, Mike -- Michael A. Gurski (opt. [first].)[last](a)pobox.com http://www.pobox.com/~[last] 1024R/39B5BADD PGP: 34 93 A9 94 B1 59 48 B7 17 57 1E 4E 62 56 45 70 1024D/1166213E GPG: 628F 37A4 62AF 1475 45DB AD81 ADC9 E606 1166 213E 4096R/C0B4F04B GPG: 5B3E 75D7 43CF CF34 4042 7788 1DCE B5EE C0B4 F04B Views expressed by the host do not reflect the staff, management or sponsors. "It is not desirable to cultivate a respect for the law, so much as a respect for the right" --Henry David Thoreau

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Integrating OTRS
by Tom Hesp 05 Dec '03

05 Dec '03

Martin, I am not sure whether I am responding to your answer in the correct way so I could be opening up a new thread this way. If that's the case, sorry. Thanks for your prompt response. I see that redirecting OTRS to my own customer table shouldn't be too much of a problem as long as I store the data into one table. However, for the agents it is a different story. I had a look into the modules for CustomerUser and User and am thinking along the following path: If I follow the same scheme as for CustomerUser I could add a load of a User DB module in Kernel::System::User. If I then take a copy of Kernel::System::CustomerUser::DB and adapt it to my needs (pointing to my own user table, mapping field names and values, etc.) I would have created my own user backend or am I thinking too simple? One other thing I am not sure of yet is whether I need to adapt Kernel::System::Auth::DB and maybe I am missing out others as well. I would be very grateful if you can advise me on this and I would, of course, be perfectly happy to share the code with you when I get it working. Thanks for your time. Kind regards, Tom Hesp Lage Maten 1 3828 TC Hoogland 033 4561723 / 06 53895236 tghesp(a)euronet.nl

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Forward problem
by Alex Mihicinac 05 Dec '03

05 Dec '03

Hi all, I have some problems with forwarding one specific messsage (from OTRS to valid e-mail). Apache error log contains: ----- [Thu Dec 4 12:40:31 2003] [error] can't have encoding base64 for message type message/delivery-status! at /opt/otrs//Kernel/System/Ticket/Sen dArticle.pm line 131 ----- OTRS haven't produced any error message. I've tried to replace whole message body and subject with just couple of letter but the same error was shown. Anyone knows what could be the problem? TIA Best regards, Alex

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AW: [otrs] UncountedUnlockTime
by TK 05 Dec '03

05 Dec '03

hi martin, thanks! regards tobias -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Martin Edenhofer Gesendet: Freitag, 5. Dezember 2003 01:02 An: User questions and discussions about OTRS. Betreff: Re: [otrs] UncountedUnlockTime Hi TK, On Fri, Nov 28, 2003 at 09:45:25AM +0100, TK wrote: > [...] > I changed it to: > > # UncountedUnlockTime > # (don't count this hours as unlock time - weekdays: Mon,Tue,Wed,Thu,Fri,Sat,Sun;) > $Self->{UncountedUnlockTime} = { > Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], > Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], > Mon => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > Tue => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > Wed => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > Thu => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > Fri => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > }; > > But I don't really know what results to expect. > What are these entries for? > What about the ticket-age? The ticket age is still the same. UncountedUnlockTime means the hours where the system unlock time isn't counted. -=> If your unlock time of a queue is 8h and you don't want to count 18:00-8:00 for unlocks and you lock a ticket at 16:00 then the ticket will be unlocked at 14:00 by the system. > Thanks in advance > Tobias Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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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Problems/Features/Role Model
by Patrick Hofmann 05 Dec '03

05 Dec '03

Hi community We are since a couple of days evaluating OTRS as a replacement for our own Ticketing System. Up to now, we really like it, to us OTRS seems to be the one candidate which we might use to get rid of our old solution (KISS, programmed in a couple of days some years ago). We spent quite some time already setting up everything to our needs, but are now stuck. To explain our problem, I have to tell you a bit about our environment. We are working in the IT Security field, supporting a number of customers around the world and managing the security devices of these customers 7/24. For changes, incidents and so on our customers send us tickets using a webGUI. Topic 1 (company feature) ------- The structure of a customer of ours looks like this: customer1 (company) supervisor (CIO/CSO, or similar) worker1/company1 worker2/company1 worker3/company1 ... workerN/company1 Now to our problems in this field: - The supervisor of companyN should have rw access to all tickets issued by any of his workers, i.e. to all tickets assigned to customer (or company) N - Each worker of customer N should have ro access to all tickets of this customer - Each worker should have rw access to all tickets that he issued, and the 'my tickets' link should display only his tickets. Thus, also an additional link is needed, e.g. 'my company tickets'. In this list also the original issuer of the ticket should be visible. - of course, neither the supervisor nor the workers of companyN should have access to the tickets of other companies (customers) To make a long story short: We are looking more or less for the 'Multi Group' Feature (Chapter 19), not internally in our company, but externally for our customers. We would like to create a group for each customer with several workers assigned to each group (=customer). We had a close look at the Multi Group feature and did some tests, but were not able to get something close to what we are looking for. Probably we have a configuration problem, or it's not possible currently to do what we want. Summarizing this even further: A role model also for the customers would make sense in our opinion. Topic 2 (selectable and reusable queues) ------- For the queueing of the tickets, again a look at our customers is needed. Each customer has a number of devices or applications that we manage, e.g.: customer1 location1 firewall1 firewall2 router1 webserver1 webserver2 mailserver1 location2 ... locationN Often a certain worker is responsible for certain systems at a certain location. While it is possible to create queues with the depicted structure and substructure, it is not possible for a 'Customer User' to select the appropriate queue himself (or, we did not find out how) For us, it would be very helpful, if a 'Customer User' would have access to the queues assigned to a certain company by whatever means, and of course the ability to select one of the queues. Again, queues of other companies should not be visible. Of course this could be extended if queues with the same name (e.g. checkpoint firewall) could be reused for several customers, and the queues could then internally be assigned to different helpdesk groups, i.e. firewallmanagement team, router management team, mailserver support team.... Summary ------- Quite some questions and ideas. One might also consider this a feature request. Some stuff mentioned above migth already be possible, and we just did not find out how to do it. In our opinion the 'company feature' might help to attract even more people to OTRS, while the second topic would be a 'nice to have', but could also be implemented by a process. It could even be dangerous, if a worker of customerN issues a firewall ticket, which later changes to something completely different (let the customers tell the symptoms, don't let them diagnose) Keep up the good work, thanks, and looking forward to seeing your comments Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------

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UncountedUnlockTime
by TK 05 Dec '03

05 Dec '03

hi, in the config files I found the entry: # UncountedUnlockTime # (don't count this hours as unlock time - weekdays: Mon,Tue,Wed,Thu,Fri,Sat,Sun;) $Self->{UncountedUnlockTime} = { Fri => [ 16,17,18,19,20,21,22,23 ], Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Mon => [ 0,1,2,3,4,5,6,7,8 ], }; I changed it to: # UncountedUnlockTime # (don't count this hours as unlock time - weekdays: Mon,Tue,Wed,Thu,Fri,Sat,Sun;) $Self->{UncountedUnlockTime} = { Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Mon => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Tue => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Wed => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Thu => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Fri => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], }; But I don't really know what results to expect. What are these entries for? What about the ticket-age? Thanks in advance Tobias

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Feature request: Add ability to define words to ignore in spell check
by Paul 04 Dec '03

04 Dec '03

Hi, It'd be great if you could add a value to config.pm that would allow us to define a list of words that the spell checker should ignore. Paul

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