December 2003 - otrs - OTRS mailing lists

Account creation automation with LDAP
by Yann RICHARD 04 Dec '03

04 Dec '03

hi all, First, Thanks to all dev team for OTRS. It's the first product I found with a very good and clean code. I use LDAP backend for user and customer. For user I need to have all account set to initialize access right to different queues, groups etc.. Now, I can only set theirs right after the user log into OTRS for the first time (OTRS create the account and set default right...). Is there a way to create all account from the LDAP that is defined in the OTRS config instead of create account when the user login the first time ? Thanks, Yann -- o--------------------------------------------------------------o | Yann Richard ze(a)nawak-online.org | | #ICQ 295617227 http://www.nawak-online.org/~ze/ | | GPG FingerPrint: | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

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Header Filtering
by Frank Barton 04 Dec '03

04 Dec '03

I was wondering if anybody knows of functionality that would allow me to filter new incoming messages by a specific e-mail header line? Thanks in advance. -- Frank Barton Starwolf.biz Systems Administrator www.starwolf.biz/~pauling (My Key is linked there.)

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Missing queue creating New Ticket in Agent view
by Alessio Tosi 03 Dec '03

03 Dec '03

I'm experiencing problems in the creations of new tickets form agent view /otrs/index.pl?Action=AgentPhone I'm missing a queue (and all subqueue) from the drop down list: Where I can find the code to examine the query that generate that list? I've had a look at the database, but in the queue table, all the queue all similar, tha queue, mail and all related is marked as Valid. BR AleX

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Integrating OTRS
by Tom Hesp 03 Dec '03

03 Dec '03

Hi All, I just installed OTRS 1.1.3 and may I congratulate the developers on a very well constructed system that is very easy to configure and adapt to my needs! I have an issue that someone in the OTRS community might be able to help me with: I am running a web application, a web bulletin board system (Ikonboard) and OTRS and I want to integrate the three of them. They all run on a MySQL database. The three systems need to share data in the following way: my web application stores information about customers and employees. In terms of OTRS customers would be.... yes, customers and employees would be agents. While in terms of the Ikonboard, employees would be members. As I want to prevent data from the customer and employee tables to be duplicated as little as possible (preferably no duplication at all) I am looking for a way to share the data between the three. Having an Oracle background I thought of creating views in the OTRS and the Ikonboard system linked to the customer and employee tables in the web application database. This would, in my opinion, create the cleanest solution for this problem. I would hardly have to change any code in OTRS and the Ikonboard (if any at all), there are no problems with data integrity and I am putting the solution where it belongs: in the database so version updates to OTRS and the Ikonboard will have minimal impact. However, MySQL does not support views in any way (in a future version they will but I can not wait for that). Does anyone know of a proper solution for this? I know I could write wrappers around the data access routines from OTRS and Ikonboard but I am afraid that I may create a maintenance nightmare. Probably I should ask this question on the MySQL mailing lists (and I will) but I am sure that at least someone within the OTRS community has faced this problem in the past and I hate to re-invent the wheel. Thanks in advance. Kind regards, Tom Hesp

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RE: [otrs] Graphs
by Bakari Allen 02 Dec '03

02 Dec '03

Thank you - that worked perfectly. Bakari Allen bakari.allen(a)jhlaw.net -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Erik Mathis - AIU Dunwoody Staff Sent: Monday, December 01, 2003 3:57 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Graphs You don't have the perl mod GD installed. Or you have an older version. http://www.mail-archive.com/otrs@otrs.org/msg01206.html Erik Mathis AIU Dunwoody Network Administrator -----Original Message----- From: Bakari Allen [mailto:bakari.allen@jhlaw.net] Sent: Thursday, November 27, 2003 12:37 PM To: otrs(a)otrs.org Subject: [otrs] Graphs I discovered the ability to create graphs recently. However, when I attempted to run the script to create the graphs I received the following error . . . Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. Can someone point me in the right direction on how to resolve this problem? TIA, 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] ERR164 DNS error: MX target hostname invalid when send ingreplies
by Jason Coltrin 01 Dec '03

01 Dec '03

Thanks much for the information. I gave your suggestions a try below but I when replying to emails I now receive the error message below. I'm not sure how my authentication is failing and I don't know how to enable debug... Error: SMTP authentication failed! Enable debug for more info! Comment: Please contact the admin. Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Mon Dec 1 13:30:25 2003 Message: SMTP authentication failed! Enable debug for more info! Traceback (12763): Module: Kernel::System::Email::SMTP::Send (v1.3.2.2) Line: 104 Module: Kernel::System::Email::Send (v1.1.2.1) Line: 52 Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.11) Line: 180 Module: Kernel::Modules::AgentCompose::SendEmail (v1.46) Line: 353 Module: Kernel::Modules::AgentCompose::Run (v1.46) Line: 78 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.58) Line: 608 I edited the Config.pm file as shown below, as well as change the username to 'jcoltrin' as well as 'agia_mail\jcoltrin' (to try to authenticate to the domain, but both uses had the same result: my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # system data # # ---------------------------------------------------- # # SecureMode # (Enable this so you can't use the installer.pl) $Self->{SecureMode} = 0; # SystemID # (The identify of the system. Each ticket number and # each http session id starts with this number) $Self->{SystemID} = 10; # TicketHook # (To set the Ticket identifier. Some people want to # set this to e. g. 'Call#', 'MyTicket#' or 'TN'.) $Self->{TicketHook} = 'IM Request #'; # FQDN # (Full qualified domain name of your system.) $Self->{FQDN} = 'helpdesk.agia.com'; # AdminEmail # (Email of the system admin.) $Self->{AdminEmail} = 'jcoltrin(a)agia.com <mailto:'jcoltrin(a)agia.com> ; # Organization # (If this is anything other than '', then the email will have an # Organization X-Header) $Self->{Organization} = 'AGIA Inc.'; # **************************************************** # # Jason's Mail settings to get OTRS to use our # # Exchange server. # # **************************************************** # $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'm2.agia.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'jcoltrin'; #adapt this setting $Self->{'SendmailModule::AuthPassword'} = '*******'; #adapt this setting # ---------------------------------------------------- # : So in all, the error message about the DNS error below has gone away but my end result is still not being able to reply to a message. On Thursday, November 27, 2003 9:08 AM Jason Coltrin <[EMAIL PROTECTED]> wrote: > When sending an email outside my otrs server, via POP3(?) to my Never. It's SMTP. > exchange server, I receive the following message: > >> ------------------------- Message log follows: >> -------------------------| > no valid recipients were found for this message > Xfail: <[EMAIL PROTECTED]> reason: (ERR164) router inet_hosts: DNS > error: The MX (m1.agia.com) target hostname 'm1.agia.com' has an > unauthorised address of [172.25.0.10]: RFC-1918 addresses are never > valid for MX targets on the public Internet! The above is coming from your mail server, not from OTRS. As a mail server with an RFC1918-Address like yours isn't directly reachable from the internet, you get the above error. You might want to take care you're using the right server to send mail. The output looks like coming from an smail installation, not Exchange. Check your Mail settings in OTRS, I believe you are using your localhost's smail (not the best choice anyway - consider exim) instead of your SMTP Exchange. To use the latter, set this in Config.pm: $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'm2.agia.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; #adapt this setting $Self->{'SendmailModule::AuthPassword'} = ''; #adapt this setting I don't believe changing the below will do anything about it, but you might want to try setting this in Config.pm: $Self->{CheckMXRecord} = 1; hth, Robert Kehl

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RE: [otrs] Graphs
by Erik Mathis - AIU Dunwoody Staff 01 Dec '03

01 Dec '03

You don't have the perl mod GD installed. Or you have an older version. http://www.mail-archive.com/otrs@otrs.org/msg01206.html Erik Mathis AIU Dunwoody Network Administrator -----Original Message----- From: Bakari Allen [mailto:bakari.allen@jhlaw.net] Sent: Thursday, November 27, 2003 12:37 PM To: otrs(a)otrs.org Subject: [otrs] Graphs I discovered the ability to create graphs recently. However, when I attempted to run the script to create the graphs I received the following error . . . Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. Can someone point me in the right direction on how to resolve this problem? TIA, 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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otrs presentation
by Wouter Mignon 01 Dec '03

01 Dec '03

Hello, I have to give a presentation about OTRS on wednesday. Does anyone have any slides or docs avaibable which give an overview of the orts functionality and concepts? They would make my life easier :-) greets, Wouter

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