January 2004 - otrs - OTRS mailing lists

question about agentZoom - devel question
by Alex Zheng 13 Jan '04

13 Jan '04

I am trying to modify AgentZoom.pm so that whenever agent zoom in a ticket, it will display all articles for the ticket. Instead of just the url link. Any suggestions? I am trying to modify the following function: $Output .= $Self->{LayoutObject}->AgentZoom( TicketID => $Self->{TicketID}, QueueID => $QueueID, MoveQueues => \%MoveQueues, StdResponses => \%StdResponses, ArticleBox => \@ArticleBox, ArticleID => $Self->{ArticleID}, %Ticket, %UserInfo, CustomerData => \%CustomerData, ); But where is it defined? i.e., LayoutObject and AgentZoom? Thanks. Alex

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RE: [otrs] AD authentication (I had to change LDAP.pm?)
by Thomas Nilsen 13 Jan '04

13 Jan '04

It's certainly not necessary. We are running AD integration using the follwing in Config.pm... $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=abd Test,ou=SVG,dc=addomain,dc=com'; The key is the cn=... It is the display name you have to use as username (in the cn field), as it is not the same as the login name. If you do a "ldifde -f output.txt" on your AD server you can dump your AD objects into a text file. Search for the validuser in this file to get the correct DN for it. Mvh, Thomas -----Original Message----- From: Eivind Arnesen [mailto:eivinda@imr.no] Sent: Tuesday, January 13, 2004 10:11 AM To: otrs(a)otrs.org Subject: [otrs] AD authentication (I had to change LDAP.pm?) Hi folks, In order to authenticate customers against active directory, I had to modify /opt/otrs/Kernel/System/CustomerAuth/LDAP.pm. if (!$LDAP->bind(dn=>'validuser@mydomain,mydomain', password=>'validpassword')) { instead of: if (!$LDAP->bind(dn => $Self->{SearchUserDN}, password => $Self->{SearchUserPw})) I expect that this should not be neccessary.... Eivind 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] reminder - to many mails
by Lars Monsees 13 Jan '04

13 Jan '04

> > Hi, > > On Mon, Jan 12, 2004 at 10:43:25AM +0100, Lars Monsees wrote: > > I´ve seen that there is an option in Defaults.pm to > control which hours > > mustn´t be used for the calcualation of the escalation time. > > It would be nice to have OTRS use this for the reminder mails, too. > > > > Lars > > [...] > > > I have the same problem. I got 360 mails this monday, > > > becase I put a > > > reminder on some 20 tickets. It seams like otrs was > > > sending mail each > > > second hour all through the weekend. > > Ok, I see this point. > > I added to Kernel/Config/Defaults.pm > > [...] > # SendNoPendingNotificationTime > # (send no pending notification this hours) > $Self->{SendNoPendingNotificationTime} = { > Mon => [ 0,1,2,3,4,5,6 ], > Tue => [ 0,1,2,3,4,5,6 ], > Wed => [ 0,1,2,3,4,5,6 ], > Thu => [ 0,1,2,3,4,5,6 ], > Fri => [ 0,1,2,3,4,5,6,21,22,23 ], > 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 ], > }; > [...] > > Is that ok? > yes, sounds good Lars

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RE: [otrs] reminder - to many mails
by Lars Monsees 12 Jan '04

12 Jan '04

I´ve seen that there is an option in Defaults.pm to control which hours mustn´t be used for the calcualation of the escalation time. It would be nice to have OTRS use this for the reminder mails, too. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Morten Kjetland > Sent: Monday, January 12, 2004 10:35 AM > To: otrs(a)otrs.org > Subject: [otrs] reminder - to many mails > > > Lars Monsees wrote: > > > Is it possible to configure that reminder-mails aren´t > sent on a weekend? > > Opening my mailbox this morning I found 70 new mails > (for only two > > tickets) =) > > > > > > Lars > > _______________________________________________ > > 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/ > > Hi, > > I have the same problem. I got 360 mails this monday, > becase I put a > reminder on some 20 tickets. It seams like otrs was > sending mail each > second hour all through the weekend. > > > -Morten > > _______________________________________________ > 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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Simplifying the Stats Graph.
by Thau Thai 12 Jan '04

12 Jan '04

Hi, Would you be able to give me directions on modifying the statistics shown on the Stats Graph. Currently there are too many stats shown, I only want the graph to plot stats for New Tickets, Open Tickets, Closed successful Tickets & Time Accounting? Is it also possible to increase the y-axis to get a clearer figure? What files do I need to modify? Thanks. Regards, Thau.

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reminder - to many mails
by Morten Kjetland 12 Jan '04

12 Jan '04

Lars Monsees wrote: > Is it possible to configure that reminder-mails aren´t sent on a weekend? > Opening my mailbox this morning I found 70 new mails (for only two > tickets) =) > > > Lars > _______________________________________________ > 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/ Hi, I have the same problem. I got 360 mails this monday, becase I put a reminder on some 20 tickets. It seams like otrs was sending mail each second hour all through the weekend. -Morten

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mysql query to get unanswered tickets and oldest ticket
by Seth Brundle 09 Jan '04

09 Jan '04

I would like to run a MySQL query that tells me how many unanswered tickets I have in the entire OTRS database and the date of the oldest one. This is so I can insert it into a cgi page I use to check the overall status of my website. Then I dont have to login to OTRS to see if I need to clear it out. I browsed through the tables today and couldnt really figure it out. Any help appreciated.

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configuring the email-answers
by Margrete Raaum 07 Jan '04

07 Jan '04

We have a new installation of OTRS, and it works fine. I do however have a few questions. When answering a user request... I would like to change the "From"-address from the system-address to either the agent's mail-address, or even better a designated address that shows which queue it belongs to (one separate sender-address per queue?). Also we would like to be able to choose whether we should cc: the original recipients when answering. I didn't find anything in the documentation/mailinglist archive. Our situation is that we don't have dispatchers and the user support is based upon mailing lists like "network-support", "unix-support" etc. To make the transision from this to support using a ticket system sort of smoothe we thought we could place a designated "otrs-user" on each of these mailing-lists and have the system pop in the messages and place them in corresponding queues. Margrete

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RE: [otrs] Re: Cannot login as root@localhost
by Lars Monsees 07 Jan '04

07 Jan '04

No problem =) Lars > > > Hi Lars, > > you saved my day. Thanks! > > cu, > > Norbert > >

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RE: [otrs] Cannot login as root@localhost
by Seigafuse, Mike 07 Jan '04

07 Jan '04

The password is encrypted using the crypt function with the username as salt for the function. If this doesn't make any sense, try checking out the crypt documentation. I wanted an add-on application to use the logons from OTRS to avoid creating yet more accounts... here is an excerpt of the PHP code that might help as you can see how to use the crypt function (at least in PHP): session_start(); require_once("config.php"); include_once("header.php"); if (!isset($_SESSION['userauth'])) { /* The user is not logged in yet */ $_SESSION['username'] = $HTTP_POST_VARS['username']; $_SESSION['password'] = $HTTP_POST_VARS['password']; $pwhash=crypt($password, $username); /* Connecting to and selecting database */ $dbhost = $_SESSION['dbhost']; $dbuser = $_SESSION['dbuser']; $dbpass = $_SESSION['dbpass']; $link = mysql_connect($dbhost, $dbuser, $dbpass) or die("Could not connect : " . mysql_error()); mysql_select_db($_SESSION['otrsdbname']) or die("Could not select database"); $query = "select first_name, last_name, id from system_user where login='$username' and pw='$pwhash' and valid_id=1"; $result = mysql_query($query) or die("Query failed : " . mysql_error()); $userrec = mysql_fetch_row($result); $rowcount = mysql_num_rows($result); if ($rowcount > 0) { $_SESSION['userrec'] = $userrec; $_SESSION['userauth'] = TRUE; } else { $loginscreen = $_SESSION['rturl']; print "<p><center><strong>Invalid username/password, please click <a href=$loginscreen/index.php>here</a> to try again</p>"; } } -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tom Hesp Sent: Wednesday, January 07, 2004 9:06 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Cannot login as root@localhost Hi Norbert, First of all I am not sure whether the way you are storing the password in the database is correct. You need to check the OTRS code (Kernel/System/User.pm) on how the system stores passwords (encrypted!) Secondly check whether the user is still valid (valid_id == 1 in table system_user). If this does not solve the problem you may need to assign an existing user to the a group that is allowed to add users (tables groups and group_user) Good luck, Tom -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of norbert(a)munkel.net Sent: woensdag 7 januari 2004 14:47 To: otrs(a)otrs.org Subject: [otrs] Cannot login as root@localhost Hi, I was a bit lazy when I set up a otrs for some colleages. Worked fine for a while but now I need some new user accounts. Unfortunally, I forgot the password of root(a)localhost.;-) What I did, is changing the password in the database: update system_user set pw=password('foobar') where id=1; The database has been flushed, reloaded, restarted several times since the change but I still can't login as root@localhost. I tried rcotrs restart-force as well. No effect. Any hint? Thanks! cu, Norbert _______________________________________________ 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/

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