October 2004 - otrs - OTRS mailing lists

Authentication of customers with radius?
by Andreas 26 Oct '04

26 Oct '04

Hi, I'm trying to authenticate our customers by using an existing radius server in our network. i have no clue what i´m doing wrong. I'm using: $Self->{'AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'AuthModule::Radius::Host'} = 'myradius.company.com'; $Self->{'AuthModule::Radius::Password'} = 'somepass'; It seems like there's never any contact between otrs and the radiusserver. At the customer login page I get the following error: "Can't locate object method "new" via package "Kernel::System::Auth::Radius" at /opt/otrs//Kernel/System/CustomerAuth.pm line 82." Anyone have any experience from this? Any help would be great! :) Regards, Andreas

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Base-62 Ticket numbers
by Henry Combrinck 26 Oct '04

26 Oct '04

Hello Frederik Seiffert's modification to the Random.pm module gave me the idea of using base-62 as ticket numbers (chars 0-9, a-z, A-Z) - nice and short, so your subject line is a little less cluttered. For those who find it useful, please find the code attached below. Regards Henry Combrinck Installation procedure: 0. Install the Math::BaseCalc perl module: perl -MCPAN -e shell install Math::BaseCalc 1. Copy/paste code to filename 'RandomBase62.pm'. 2. Copy file RandomBase62.pm to ~/Kernel/System/Ticket/Number/RandomBase62.pm 3. Edit your ~/Kernel/Config.pm to show: #------------------------------------ # $Self->{TicketNumberGenerator} =.... (comment the existing line out) $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::RandomBase62'; #------------------------------------ # -- # Ticket/Number/RandomBase62.pm - a random Base-62 ticket number generator # Copyright (C) 2004 Henry Combrinck <[EMAIL PROTECTED]> # Based on Martin Edenhofer's Random.pm code. # -- # $Id: $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # available objects are: ConfigObject, LogObject and DBObject # # Generates random Base-62 ticket numbers (eg 1gWdgXQ, ...) # # Requires perl module: # - Math::BaseCalc # # -- package Kernel::System::Ticket::Number::RandomBase62; use strict; use Math::BaseCalc; use vars qw($VERSION); $VERSION = '$Revision: 1.0 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; sub CreateTicketNr { my $Self = shift; my $b62 = new Math::BaseCalc(digits=>[0..9,'a'..'z','A'..'Z']); # get needed config options my $SystemID = $Self->{ConfigObject}->Get('SystemID'); # random counter my $Count = int(rand(0xFFFFFFFF)); # convert to base-62 $Count = $b62->to_base($Count); # create new ticket number my $Tn = $SystemID.$Count; # Check ticket number. If exists generate new one! if ($Self->CheckTicketNr(Tn=>$Tn)) { $Self->{LoopProtectionCounter}++; if ($Self->{LoopProtectionCounter} >= 1000) { # loop protection $Self->{LogObject}->Log( Priority => 'error', Message => "CounterLoopProtection is now $Self->{LoopProtectionCounter}!". " Stopped CreateTicketNr()!", ); return; } # create new ticket number again $Self->{LogObject}->Log( Priority => 'notice', Message => "Tn ($Tn) exists! Creating new one.", ); $Tn = $Self->CreateTicketNr(); } return $Tn; } # -- sub GetTNByString { my $Self = shift; my $String = shift || return; # get needed config options my $SystemID = $Self->{ConfigObject}->Get('SystemID'); my $TicketHook = $Self->{ConfigObject}->Get('TicketHook'); # check ticket number if ($String =~ /$TicketHook:+.{0,1}($SystemID[0-9a-fA-F]{8,40})-FW/i) { return $1; } else { if ($String =~ /$TicketHook:+.{0,1}($SystemID[0-9a-fA-F]{8,40})/i) { return $1; } else { return; } } } # -- 1; -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440

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RE: [otrs] Time Units: Default Value ?
by Pete McDonnell 26 Oct '04

26 Oct '04

Would something similar work for changing the default of "answered?" to "Yes"? Thanks in advance. -Pete McDonnell -----Original Message----- From: Daniel Balan [mailto:dbalan@bitdefender.com] Sent: Monday, October 25, 2004 10:22 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Time Units: Default Value ? You just have to modify the following files: /Kernel/Output/HTML/Standard/AgentClose.dtl /Kernel/Output/HTML/Standard/AgentCompose.dtl /Kernel/Output/HTML/Standard/AgentEmailNew.dtl /Kernel/Output/HTML/Standard/AgentForward.dtl /Kernel/Output/HTML/Standard/AgentNote.dtl /Kernel/Output/HTML/Standard/AgentPhone.dtl /Kernel/Output/HTML/Standard/AgentPhoneNew.dtl /Kernel/Output/HTML/Standard/AgentPending.dtl (for Standard theme) as follows: 1. set the value="1" at line: <td><input type="text" name="TimeUnits" value="1" size="3"></td> 2. If you need the working time to increase as your operator is working on the ticket please add this function: <script language="JavaScript" type="text/javascript">  </script> Hth, Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Franz > Ferdinand Esberger > Sent: Monday, October 25, 2004 5:05 PM > To: User questions and discussions about OTRS. > Subject: [otrs] Time Units: Default Value ? > > Hi everybody, > > Is there a way to set the default value for "Time Units" to another > value than just "0" ? > > any comments appreciated > greets > > Franz > > > ______________________________________ > Inflex - installed on mailserver for domain @technikum-wien.at > Queries to: log(a)technikum-wien.at > _______________________________________________ > 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 f|r Ihr OTRS System? > => http://www.otrs.de/ > > > -- > This message was scanned for spam and viruses by BitDefender > For more information please visit http://www.bitdefender.com/ -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/ _______________________________________________ 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 fur Ihr OTRS System? => http://www.otrs.de/

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Where to Change Notification Text
by Franz Ferdinand Esberger 25 Oct '04

25 Oct '04

Hi, I've 1.3.1 running quite fine, except a few points: Searched a while but cannot find the point where to change the Notification Texts ? In the Documentation it says "The notification text can be defined in Kernel/Config.pm." but i cannot find a section where to do this in my Config.pm ? Furthermore I think it would be better to do the CustomerZoom in the "ClosedSuccessful" Notifications on customer.pl, not on index.pl, isn't it ? anyone who can help me out in this point ? greets Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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Time Units: Default Value ?
by Franz Ferdinand Esberger 25 Oct '04

25 Oct '04

Hi everybody, Is there a way to set the default value for "Time Units" to another value than just "0" ? any comments appreciated greets Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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RE: [otrs] Bulk-Action sugestion
by Patrik Forsberg 23 Oct '04

23 Oct '04

> I created a patch that provides the option on the bulk action page to > unlock tickets after submit. Please see my post on the dev list > titled: "Patch to Bulk Action - Option to allow unlock of tickets". Yea I saw that :) I installed it and its working like a charm :) Thanks alot! Best Regards, Patrik

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RE: [otrs] Bulk-Action sugestion
by Patrik Forsberg 22 Oct '04

22 Oct '04

> A ticket has be locked while you are working on it! > To unlock a ticket after a move to a new queue, add the > following line to > your Config.pm: > > $Self->{'Move::ForceUnlockAfterMove'} = 1; But.. but.. I'm not aculy working on the tickets.. and I dont want to force unlock just becouse "any" ticket is moving from one queue to another. This only happends when running a bulk-move not if you do it for a single unlocked ticket. What I want is the same behavor as a single move has but on bulk-action. Consider the following: You have 10 messages in the Support queue. These are actualy supposed to be in the Sales queue becouse it aint a support issue but a Sales thing. Here I dont want to lock the ticket just move it to the Sales queue. On the other hand I might have 5 tickets that I have locked in the Support queue that is supposed to be in Advanced-Support .. sense I'm aculy working in both queues I whish to keep the ticket but move it to the correct queue for future answering back to the customer. Here I dont want the tickets unlocked rather keep it in its current state. Well.. its just a sugestion.. if you dont want to impl. it its ok.. then we'll have to do without the feature. OTRS is the best ticket handler on the market if you'd ask me.. atleast from those I've tried. Regards, Patrik

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notification issue
by Daniel Balan 22 Oct '04

22 Oct '04

Hi there, After installing OTRS 1.3.1 I am facing two issues: 1. The unlock/follow up notifications are sent to all users not only for the owner; 2. I have set the $Self->{'SendmailBcc'} = 'redirect(a)domain.com'; into Config.pm in order to redirect all OTRS responses to a mail box. Unfortunately now I am receiving every message twice. Any ideas? Thankx Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

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customer history
by N.R. 22 Oct '04

22 Oct '04

Maybe I'm missing something, but is is possible to see a summary history of a customer ? Like all tickets and their emails in one page? For example look for a customer ID and then see everything associated with him. Search is a bit clumsy, doesn't give any overview. N.

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HELP! OTRS installation trouble suse 9.1
by TT 21 Oct '04

21 Oct '04

Hi Folks, I posted an email earlier regarding a new install but received no replies. I'm hoping someone could help me interpret the errors I am receiving. First its a new install on suse 9.1 otrs 1.3.2. When I try to connect to configure otrs via http:12.0.0.1/otrs/installer.pl I get the following error message. "cannot connect to host" This goes for local host as well. I check to see if Apache is running and its not but when I try to execute the pl script with Yast in the run level editor /etc/init.d/apache2 I get Starting http2 (prefork)syntax error on line 10 Invalid command "Perlrequire" perhaps mis-spelled or defined by a module not included in the server configuration. Any help would really be appreciated as I don't know were else to look or how to get beyond this point. Thanks for all replies! TT

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