October 2004 - otrs - OTRS mailing lists

LDAP CustomerID needed!!! *Solved*
by Erol YILDIZ 20 Oct '04

20 Oct '04

Hi, I have succeeded in configuring OTRS to use my SuSE Linux Enterprise Server 9 as a LDAP server. My configuration is below and it *only* works with 1.3.2. I have upgraded from 1.3.1 to 1.3.2 and I don't get any error messages now. # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.0.0.1'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=kemerkoy,dc=k12,dc=tr'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.0.0.1', # ldap base dn BaseDN => 'dc=kemerkoy,dc=k12,dc=tr', # 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 => '', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'suseMailAcceptAddress', CustomerUserListFields => ['cn', 'suseMailAcceptAddress'], CustomerUserSearchFields => ['uid', 'cn', 'suseMailAcceptAddress'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['suseMailAcceptAddress'], CustomerUserNameFields => ['givenName', 'sn'], AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], # [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], # [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'suseMailAcceptAddress', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'suseMailAcceptAddress', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

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RE: [otrs] Raw SQL question: closing hundreds of tickets
by Bakari Allen 19 Oct '04

19 Oct '04

We have a similar need from time to time. Especially when we have a T1 or power outage in an office. Here is the sql statement I use (you'll need to edit it for your queues and ID numbers) . . . UPDATE ticket SET ticket_state_id = 2 WHERE queue_id = 7 AND ticket_state_id = 1 AND customer_id = 'blahblahblah(a)jhlaw.net' HTH, Bakari Allen ballen(a)jhlaw.net -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Henry Combrinck Sent: Tuesday, October 19, 2004 11:37 AM To: otrs(a)otrs.org Subject: [otrs] Raw SQL question: closing hundreds of tickets Hello I recall (I think) this being mentioned somewhere on the mailing list, but cannot for the life of me find it (obviously using incorrect search criteria). I need to close a whole bunch of tickets, and would like to use raw sql to achieve this. I've been grepping/searching around without success. For example: to close all tickets with queue_id=11, and which are in ticket_state 1||4. Obviously a couple of tables need to be updated, but without a more specific knowledge of the table relationships, I'm plonking around uselessly. update ticket set ticket_state_id=2 where queue_id=11 and... update some_other tables... Any help would be appreciated. Thanks Henry -------------------------------------------------------- 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 _______________________________________________ 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/ NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient, or believe you have received this communication in error, please do not print, copy retransmit, disseminate or otherwise use the information. Also, please indicate to the sender that you received this communication in error and delete the copy you received. Thank you.

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Generic Agent Database Cron not Executing
by Tyler Hepworth 19 Oct '04

19 Oct '04

I upgraded to version 1.3.2 and setup a generic agent in the web interface. It executes just fine if I clikc "Run Now" in the web interface, but the cron "generic_agent-database" does not seem to be executing. The items that should be acted upon by this cron just sit. All of my other crons appear to be working. Thanks, Tyler Hepworth

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Raw SQL question: closing hundreds of tickets
by Henry Combrinck 19 Oct '04

19 Oct '04

Hello I recall (I think) this being mentioned somewhere on the mailing list, but cannot for the life of me find it (obviously using incorrect search criteria). I need to close a whole bunch of tickets, and would like to use raw sql to achieve this. I've been grepping/searching around without success. For example: to close all tickets with queue_id=11, and which are in ticket_state 1||4. Obviously a couple of tables need to be updated, but without a more specific knowledge of the table relationships, I'm plonking around uselessly. update ticket set ticket_state_id=2 where queue_id=11 and... update some_other tables... Any help would be appreciated. Thanks Henry -------------------------------------------------------- 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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Taking over Existing Session
by Franz Ferdinand Esberger 19 Oct '04

19 Oct '04

Hi everybody, pretty new to Trouble Ticketing, I'm very happy with my OTRS, which runs on a Linux Box authenticating against an existing OpenLDAP Server. All working pretty well so far. What I wanted to do now is: Integrating the CPanel into an existing Portal, which is already using an Session (created by PHP). Is there a) a way to take over (or extend) the "Portal-Session" making it usable for OTRS to overide the Customer Login ? or b) calling customer.pl with an UID out from my Portal-Session and let a skriptlet do the Login into OTRS ? I checked out many pm Files, guessing <OTRS_HOME>/Kernel/System/CustomerAuth.pm is the Part which Handles the Login from Customers I read the Lists, but found no proper solution for that Issue ... I appreciate your help ... Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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Upgrading from 1.2.3 to 1.3.2
by Rudi Kramer 19 Oct '04

19 Oct '04

Good Morning Finanly I've got the go ahead to upgrade :-) I've just got one question, I have created several generic agent pm files, each with a specfic task: # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::Mover' >> /dev/null # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::Undelsafeshop' >> /dev/null # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::Undelvirus' >> /dev/null # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::virusmover' >> /dev/null # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::safeshopmover' >> /dev/null # */5 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::faxmover' >> /dev/null The mover changes ques, the undelvirus closes all undeliverables in the virus etc etc... Now with my customer generic agents will there be conflicts with the new generic agent gui or will the gui pick up my customer generic agent pm files? Thanks Rudi

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Error: Need CustomerID!!!
by Erol YILDIZ 19 Oct '04

19 Oct '04

Hi, I have the configuration below for cutomers to authenticate via ldap and I get "Error: Need CustomerID". Any ideas? Thanks # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.0.0.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=kemerkoy,dc=k12,dc=tr'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'uid'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=Administrator,dc=kemerkoy,dc=k12,dc=tr'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'w84megirl'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'suseMailAcceptAddress', CustomerID => 'suseMailAcceptAddress', }; -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

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Error uploading attachments
by Alex Newnham 19 Oct '04

19 Oct '04

Hello I'm seeing this error when uploading an attachment, when replying to a ticket in OTRS v 1.3.1. Software error: No such file or directory at ../..//Kernel/System/WebUploadCache.pm line 140. Attachments do load successfully elsewhere - eg via the Admin-Area. Any advise would be greatly appreciated. regards Alex

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Automatically add all new agent accounts to full users group permissions
by Robert Kaplow 18 Oct '04

18 Oct '04

Hey OTRS guys, First, I want to thank you for this piece of software, I think the backend is very nice but the frontend could use a little work, usability-wise. My question: I have otrs tied into a LDAP for the agent accounts. So the accounts get properly created when they try to login. But when they login for the first time, they have no access to the queues, since they have no permissions in the users group. Obviously I (or someone) could go through the created accounts and add users permissions, but this is a hassle for everyone. Is it possible that for all created users accounts, the get full permissions on the users group upon creation? Thanks Also, we were using local account before switching to using LDAP. How could I delete the old accounts? Thanks again. -- Robert Kaplow There are 2 things I have learnt in life: 1. Don't reveal everything you know.

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OTRS 1.2.3 Stats and massive amounts of Actions
by Tyler Hepworth 18 Oct '04

18 Oct '04

For the last few months, the stats graph is showing some 60,000 actions a day. This dwarfs any other kind of information I might derive from the graphs because those other actions only range in the 100-200 mark. All other actions are such a small amount that they don't show on the graph at all. The curious thing is I don't do a lot of transactions on my helpdesk. In five moths time I only have about 2300 tickets total, so I am curious to know what the 60,000 actions are. I can't tell which category it is because the I can't really tell the color. It looks like a black line. But that either corresponds to Customer Update or Send Answer and neither of those seem like likely candidates. Can anyone shed light on this for me? Thanks, Tyler Hepworth

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